TigerTracks Incident Management Customer Guide Revision: 0.2 May 14, 2010 Version 0.2 Page 1 of 16
Contents Contents... 2 1.0 TigerTracks Incident Management... 3 1.1 Create an account... 3 1.2 Log into TigerTracks... 4 1.3 Select Workspace... 5 2.0 The Home Page... 5 2.1 Menu... 5 2.2 Search Box... 6 2.3 Ticket Listing... 6 1.1.1 Viewing a Ticket... 7 3.0 Create/Edit Ticket... 8 3.1 Header... 8 1.1.2 Save... 8 1.1.3 Quick Tickets Template... 8 3.2 Contact Information... 9 3.3 Description... 9 3.4 Incident Info... 9 3.5 Equipment Info... 10 3.6 Notifications... 10 3.7 Attachments... 10 1.1.4 Attach File... 11 1.1.5 Download File... 11 4.0 My Preferences... 12 4.1 Personal Info... 12 5.0 Searching... 12 5.1 New Search... 13 6.0 Knowledge Base... 14 6.1 Accessing articles via KB interface... 14 May 14, 2010 Version 0.2 Page 2 of 16
1.0 TigerTracks Incident Management TigerTracks is a centrally managed implementation of a commercially available software product called Footprints from Numara Software. The Incident Management workspace is what CCIT and other groups on campus use to track Information Technology trouble tickets and requests. TigerTracks is accessible via the internet at: https://ithelp.clemson.edu This brings you to the Footprints login page, referenced below: 1.1 Create an account Although the TigerTracks system uses the same Clemson User ID and password that you use to access other resources like email, sisweb, and the mainframe you are still required to create a new account. If this is your first time logging into the TigerTracks system, click the Sign Up Here link just under the text boxes. The following screen should open. Enter your User ID. This is the first part of your Clemson email address (ex. UserID@clemson.edu => UserID) May 14, 2010 Version 0.2 Page 3 of 16
In the LDAP Password box, enter you Clemson University password. In the Re-Enter LDAP Password box, enter your Clemson University password. Click the GO button. If you have already registered you may receive the following message The account is taken. If you do receive that message, then skip to the next section Log into TigerTracks. If the registration goes through successfully, you should see the following screen before being taken directly into the Incident Management workspace. 1.2 Log into TigerTracks To login, enter your Clemson User ID and password. If you would like TigerTracks to remember your login information be sure the Remember my ID and password box is checked. If you do check the box, you will not have to login again, you will be taken straight to the Incident Management workspace home page. NOTE: If you enter your Clemson User ID or password incorrectly, you will receive an error message. If after another attempt, you are still unable to log in, please contact your Support Technician by phone or send an email to ITHELP@clemson.edu. If you would like you can add the TigerTracks site to your favorites once you are on the login page. May 14, 2010 Version 0.2 Page 4 of 16
1.3 Select Workspace TigerTracks is home to many workspaces like Financial Aid, Incident Management, Student Disability Services, and the Graduate School. If you are a member of more than one workspace, you can access them all from the workspace selector at the top right of the screen. By clicking on the name of your current workspace you will be presented with a drop down to select the workspace you wish to enter. Ensure you are in the correct workspace, if not select Incident Management from the list. 2.0 The Home Page The Tiger Tracks home page has changed from previous versions. The left side navigation is gone. All the menu items previously on that left side navigation are now available in the menu bar just under the Tiger Tracks header icon. 2.1 Menu The menu bar is home to: Home, New Request, Globals, and Knowledge Base. There are also some options available in the upper right corner of the screen including Sign-out, Preferences, and Help. Home Clicking this takes you back to the home page as if you just logged in. New Request Clicking this allows you to create a new ticket. Globals Clicking this will open a new window that lists all of the currently known large scale issues. This will allow you to see if an issue you are experiencing is already known and being investigated by support personnel. May 14, 2010 Version 0.2 Page 5 of 16
Knowledge Base Clicking this displays the Knowledge Base (KB) for Incident Management. The KB for Incident Management is a self service resource that includes many articles which may assist you in resolving your issue without the intervention of a support technician. Sign-out Clicking this logs you out of the TigerTracks system. Preferences Clicking this displays your preferences for modification. Help Clicking this opens the Help guide in a new window. 2.2 Search Box The search box allows you to quickly search all your tickets in the system. The default search is a Title search which will search through the title field of all tickets in the system. You can also enter a ticket number directly into the search box to go directly to the ticket of your choice. If you would like to perform a keyword search, simply enter the keyword(s) into the text area and click the down arrow. In the menu that opens, click the Keyword entry. NOTE: If you would like to search for a number that is not a ticket number, then you must include parentheses around the number in question (Ex. 123 ). If you do not include the parentheses then ticket # 123 will open. If you would like a more advanced search you can click the Advanced link just under the search button and a more comprehensive search screen will open for you to specify the criteria. 2.3 Ticket Listing The ticket listing shows all the tickets for the current search. By default when you log into the Incident Management workspace, TigerTracks will search for My Requests. This means that you should see a list of all the tickets you have submitted. If you would like to see a different list of tickets, you can select a different search from the drop down box just above the ticket list. May 14, 2010 Version 0.2 Page 6 of 16
This ticket listing section is also where tickets will be listed if you do a Keyword or Title search (explained above). You can sort the listing of tickets by clicking on certain column headers. 1.1.1 Viewing a Ticket You can click on the title of the ticket to open it in full display mode. If you would like to edit the ticket in order to add further description or change other fields, you click directly on the ticket number. You can also access additional details about the ticket or edit it by clicking the [more ] button and then selecting the appropriate link that are displayed: Descriptions, Details, Update. If you would like to close the [more ] details, simply click the [ less] link. May 14, 2010 Version 0.2 Page 7 of 16
3.0 Create/Edit Ticket When you select New Request from the menu, a screen similar to the one below should open. 3.1 Header The header is where you will set the ticket Title 1.1.2 Save When you have finished editing a ticket, you must click the SAVE button to save the changes submit your ticket. If you close the ticket window without first saving, then all changes will be lost. 1.1.3 Quick Tickets Template Quick ticket templates help save you time when opening new tickets by pre-filling certain fields for common issues, like Blackboard Issues, High Performance Computing Requests (HPC), and General IT Questions. Even if you use a quick ticket template, please include a detailed description of your exact problem. This will help the support technician to better resolve your specific issue in a timely fashion. May 14, 2010 Version 0.2 Page 8 of 16
To apply a quick ticket template, select the template from the drop down menu and click the Use selected template button. At that point all the fields that have been configured in the quick ticket should be set. You must click the SAVE button to complete the process. 3.2 Contact Information The Contact Information section should be populated with your contact information. If anything is out of date or not correct, please correct it before moving on. Correct contact information ensures that the support technicians will be able to contact you if they have any questions or need to visit your office to provide additional assistance. 3.3 Description This is primary source of detail for each individual ticket. If a ticket is submitted via email, the body of the message will be found in this field. When an agent makes a change to a ticket, you should be able to find some description of what they did in this field. 3.4 Incident Info The Incident Info section is used to classify the ticket and assist the support technician in locating the troublesome equipment if it is not located in your office. Request Type Each ticket can either be a Request for Service or an Incident/Outage. Requests are tickets that involved the alteration of something that is functioning properly or an additional service. For example, a Password Reset is a request since the password is function properly, but you would like to reset it. May 14, 2010 Version 0.2 Page 9 of 16
Incidents/Outages are tickets for things are not functioning properly. For example if you are receiving an error message when starting Microsoft Word, or a server is down. Service Area This box will only be visible when Request for Service is selected. This should be set to the area that will most likely be handling the request. Room Number and Building These two fields refer to the location of the equipment that is experiencing trouble. Customer Name, Customer Phone, and Customer Email If the ticket is being filed on behalf of someone else like an executive director, then these three fields can be used to capture who the actual customer is. These fields will not be used to automatically send any information via email or phone, but simply for record purposes. 3.5 Equipment Info The Equipment Info section is used to capture the details about your computer. Vendor This should be the vendor of the machine. If the vendor is not listed, click the Not Listed option and a popup window will open which allows text entry of any vendor and model type. Model/Type This should be the model and type of the machine. If the model is not listed, then you will need to select Not Listed from the Vendor field and use the popup window to enter the machines details. Operating System This is the primary operating system installed on the machine. If you select Other a popup window will open which allows text entry of any operating system. The link Loaner CheckIn/CheckOut is for use by the laptop support technicians at the CCIT Support Center only. If you select it, you should receive an error message stating that you are not authorized to access this resource. 3.6 Notifications The Notifications section is used to specify additional email addresses that you would like to receive a copy of the ticket and any updates. You can separate multiple email addresses by a space. 3.7 Attachments With No Attachments (below) May 14, 2010 Version 0.2 Page 10 of 16
With Attachments (below) This is where attachments can be downloaded or added to the ticket. There is a 2 MB limit on each attachment. 1.1.4 Attach File If you would like to attach a file click the Attach Files button. A new window will open. In the new window click the Browse button and navigate to the file you would like to upload. When you find the file you would like to upload highlight it and click the Open button. You should be brought back to the attachment window with the name of your file in the File to Upload: box. Click the Go button to complete the file attachment procedure. If the attachment was successfully uploaded you will see a message similar to the one below. 1.1.5 Download File If you would like to download a file simply click on the Download link. May 14, 2010 Version 0.2 Page 11 of 16
4.0 My Preferences If you would like to modify your display options, you can do so in the Preferences screen. To access this screen click the Preferences link in the upper right corner of your screen. When you have finished modifying your preferences be sure you enter your password and click the SAVE button located just above the preferences screen. 4.1 Personal Info Change Password Since TigerTracks is integrated with the University LDAP server, you must change your password by visiting the CCIT website. Default Workspace If you are a member of multiple workspaces in the TigerTracks system you can configure which one opens by default when you login. Your Local Time Zone The time zone you are currently working in. Date Format If you prefer to see dates in an alternate format. Preferred Language This allows you to change the default language of the system when you login. 508 Compliance If you have a disability and would like to enforce the system to follow 508 compliance simply check the box. 5.0 Searching In older versions of TigerTracks, there was a separate menu item for searching. This has been replaced by simply clicking the Advanced link that is under the Search button at the top of your home page May 14, 2010 Version 0.2 Page 12 of 16
5.1 New Search To create a new search, click the Advanced link under the Search button. The Incident Criteria tab allows you to select which tickets you want to be included in the report. You can select or deselect individual options by holding the Ctrl button on your keyboard and clicking the options with your mouse. If you would like to select a range of options you can click the first option, hold the Shift key on your keyboard and click the last option. All the options in-between will be automatically highlighted. The Advanced Criteria tab allows you to specify a date range for tickets. Be sure you select Between from the drop down box just before the start date. If you don t select between, then the search will only return tickets that were created on the exact date you specify. Also if you would like the report to return all tickets created between some time and the current date, you can simply check the box next to current date. This will ensure that whenever you run the report it will use today s date. May 14, 2010 Version 0.2 Page 13 of 16
The Run tab allows you run the search. Click the Go button. 6.0 Knowledge Base The Incident Management Knowledge Base (KB) is populated with articles that help users resolve common problems or answer frequently asked questions. From our KB interface we also have access to external knowledge base called Right Answers. 6.1 Accessing articles via KB interface. If you are simply looking for a solution to a problem, you can go directly to the KB interface and search for a solution. Open the KB by clicking the Knowledge Base icon in the tool bar. May 14, 2010 Version 0.2 Page 14 of 16
If you would like to search the external articles from Right Answers, click the Browse Knowledge-Paks link. The Knowledge-Paks (RightAnswers) option is a service that was purchased along with TigerTracks at Clemson University. It provides solutions for applications and software that Clemson uses, but the solutions are not Clemson specific. To search the Clemson KB, you can put a keyword or keywords in the Search Results for Keyword text box. If you search for multiple keywords you can separate them by the word AND to include results with both words, or you can separate them by the word OR to include results with either word. After you enter the keywords click the Go button to perform the search. If you would like to narrow your search you can select a Category. If you select a category, then TigerTracks will only search for the keywords entered if the article is classified in the category you choose. The results of your search will be displayed in a format similar to the ticket list on your home page. You can click on the title of an article to view it. After you have viewed the knowledge article, it is very helpful if you rate the article as well. When you are viewing it, you will notice three radio buttons toward the bottom. If you select No or Yes, but inaccurate, a text box will also appear. Please select the appropriate radio button and add comments if you see the comment text box. Then click the SAVE button. These responses will help the Knowledge Base administrators to keep the KB as relevant as possible and eliminate any bad or old information. May 14, 2010 Version 0.2 Page 15 of 16
May 14, 2010 Version 0.2 Page 16 of 16