Connect Ticket Entry. Quick Reference Guide

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1 Connect Ticket Entry Quick Reference Guide Davisware 514 Market Loop West Dundee, IL Phone: (847) Fax: (847) Contents are the exclusive property of Davisware. Copyright All Rights Reserved. Published RL

2 Table of Contents Ticket System... 3 Introduction...3 Navigating the system...4 Log in... 4 Navigate the page... 4 Change your password... 5 Create a ticket...6 View a ticket... 8 Modify a ticket...8 Query a ticket...8 Davisware 2

3 Ticket System Introduction Purpose: This quick reference guide provides you with instructions on how to utilize the Davisware Connect system for entering and tracking software issues, enhancements and/or training tickets. Overview: Connect allows you to create, track and review questions, request training or notify Davisware developers of a problem encountered in GlobalEdge, S2K, E2, Remote Field Service, or Global One Fleet. It is an internet based communication tool used to relay and log messages to Davisware staff. You can check ticket status or review past resolutions. The system sends notifications via without the need to go through your default program. Access: To access the login screen, click this link Connect or copy this URL into your browser: Note: If you encounter problems with the Connect system or you need assistance with your login information, please contact Davisware at ext. 109 or A ticket goes through the following workflow: 1. A request is created and then a notification is sent to Davisware. 2. It is reviewed by Level 1 Support and assigned to the appropriate Davisware team member for resolution. If needed, additional information may be requested from the ticket owner. Depending on the situation, a user may assigned a ticket directly to a specific person. 3. Resolution is determined, tested and notification is sent back to the owner with instructions. 4. The owner may be asked to test the fix/enhancement. 5. The ticket is closed after the resolution is approved. Davisware 3

4 Navigating the system Log in To log into the system: 1. Open your internet browser and click the access link Hint: Bookmark this website to your browser favorites for future access. Result: The Davisware Connect login page displays. 2. Enter your assigned Username and Password; then click sign-in. Result: The tickets page displays. Navigate the page From the tickets page you can perform several tasks: Create a new ticket. View a list of your tickets. Modify a ticket. Query an existing ticket. Modify your ticket viewing defaults. Davisware 4

5 2) 1) 3) 4) 5) The tickets page contains several sections: ID Section Purpose 1 Navigation bar Identifies the user logged into the system. Click Help to access the help information. Click Log Off to exit the system. 2 Tabs 3 Search fields 4 Action buttons 5 Filter options There are 4 tabs available for users: Tickets: View, create and modify tickets. Queries: Define unique searches for tickets. Release Notes: View feature enhancements and fixes by product release. Profiles: View your ticket history in summary format and change your password. Enter search criteria into the fields. Use the drop-down lists to select options. Create New Ticket: To build a ticket. Save as Default: Save search criteria as your default. Print Ticket Details: Print the details for a specific ticket. Print Summary: Summarize the ticket in print format. Filter ticket search results by billable, development status, reviewer status, final status and/or testing status. Click a checkbox to include or exclude options. Change your password Follow the steps below when you need to change your password: 1. Log into Connect using your old password. 2. Click the Profiles tab. 3. Enter your Old Password. 4. Enter a New Password and then enter it again in the Confirm Password field. 5. Click Save Password when done. Result: The password is saved and you can enter it next time you log into Connect. Davisware 5

6 Create a ticket To create a ticket: 1. From the tickets page, click Create New Ticket. Result: The tickets creation page displays. 2. Enter a Title that briefly describes your request/issue. For example, Service Order Item report is not running in Quick Format or Training request on receiving POs. 3. Verify the Project default. Select another project is not applicable. A project default example is 01-Davisware GlobalEdge. 4. Select a Module from the drop-down list. For example, if an error occurred in the Service Order module, then select WO(Service Order System). 5. Verify your Company name. It defaults to your company based on your login profile. 6. Verify the Owner (main contact). It defaults to your user name. If someone else is the owner of the ticket, then select his name. 7. If a notification is required to be sent to a secondary person in your organization, then enter his/her address in the Additional field. 8. Enter the menu or screen name where the problem occurred in the Menu Location field. If your ticket is not related to a specific menu, then enter N/A for not applicable. 9. Enter the requestor s name in the Requested By field. 10. Enter the person s name that authorized the request into the Authorized By field. For example, a team member asked you to enter the request into the system. Davisware 6

7 11. Select a Priority option from the drop-down list. The table below describes how to classify tickets: Select this option Critical High Normal Low When Critical business processes are halted and no workaround is known. Operations specific to customer transactions such as placing orders, service orders, or invoicing are defined as critical business processes. The software system is available but a necessary function or feature is not working as expected and there is no workaround. Business operations are negatively impacted. The software system is available but a necessary function or feature is not working as expected. The error does not seriously impair the functionality of the feature and a workaround is available. Business operations are not impacted. The request may be a question, or enhancement to the software. It may also be a request for training. 12. Select a Category. Options include: Enhancement, Problems, Suggestions, Support and User Training. 13. View the Billable field. 14. View the Status field defaults. No changes necessary during ticket creation. 15. Change the release number from the Found In drop-down list, if applicable. 16. Click Save. Result: The Comments section displays. Davisware 7

8 17. The Assigned to field defaults to Level1 support. It is recommended to accept this default unless you have been instructed to make a different selection. 18. Enter a detailed description of the problem or enhancement request in the Comment section and then click Add Comment. Hint: The more information you provide helps the reviewer identify the root cause of the problem and determine a resolution. Result: The comment is associated with the ticket. 19. If you have documents, error messages or screen prints to attach to your ticket, then click the Attachments tab. Result: The attachments section displays. Hint: If you received an error message within a module, then click the Details button which displays information helpful to the programmer. Copy and paste those details into a document and attach it to your ticket. 20. Click Browse and locate your file and then click Add Attachment to associate it with the ticket. 21. When finished, click Done on the button panel. Result: A notification is sent to Davisware and a copy to you. The ticket is on your Tickets tab. Alert: The notification is system generated, so do not reply back to sender. View a ticket After your ticket is saved, you can view its progress from the Tickets tab. Click the Ticket hyperlink to access the details. Modify a ticket Depending on the situation, you may need to add additional information to a ticket. 1. Locate the ticket by setting search criteria and selecting filter options. 2. Enter those details in the Comment section and click Add Comment. 3. Click Done when finished. To add information to a closed ticket, you must first reopen it. Click the Reopen button and then enter your additional comments. Continue with the steps above to submit it. Query a ticket To expand your ticket topic search, you may want to utilize the Query feature. Click Create New Query to begin and then set your search criteria using the statement command options such as Project, Module and Priority equals Critical. Click Perform Query to access results. Click Save Query to reuse it. Click Print Ticket to get a copy. Davisware 8

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