censhare-tracker Instruction for using the Version en censhare AG November, 9th 2010

Transcription

1 Instruction for using the censhare-tracker Version en censhare AG November, 9th 2010 Chapter Page How to reach the censhare-tracker 2 Opening the projekt file 2 Projekts/ticket structure 3 Creating a new ticket 3 A ticket 3 Fields of a ticket 4 System environment 4 Component 4 Input history 5 Use of the status field at the censhare-tracker 5+6 JavaClient: Uploading a file and attaching to a ticket 6 WebClient: Uploading files and attaching to a ticket 6+7 Predefined search queries 8 Tickets in process 8

2 How to reach the censhare-tracker Access with censhare-client version >3.4.4 and WebClient. censhare-client Configuration of the hosts.xml in the hosts menu <host name= censhare-tracker url= //css-ct.censhare.de:80/corpus.rmiservermap compressionlevel= 0 > </host> Setting up the connection parameters (hosts.xml) in the censhare-client For a secure access via ssl the hosts.xml file is configured as follows: <host name= censhare-tracker url= rmis://css-ct.censhare.de:443/corpus.rmiservermapssl compressionlevel= 0 ></host> Setting up the connection parameters (hosts.xml) in the censhare-client If a HTTP proxy server is necessary, the hosts.xml is configured as follows: <host name= censhare-tracker url= rmis://css-ct.censhare.de:443/corpus.rmiservermapssl compressionlevel= 0 ><proxy use= 1 port= 8080 host= proxy.mycompany.com type= http username= domain\win-user-name authentication-required= 0 /></host> WebClient In your web browser you open: Note: We support IE Version 8, Firefox 2/3 und Safari 3/4/5 on Mac OS X and WinXP/Vista/7. To work with WebClient a minimum resolution of 1024x768 is recommended. Security setting medium (default) is necessary. Opening the project file: Your project files are found in Stored searches. See adjacent graphics. Opening project files in WebClient censhare-client Page 2

3 Projects/ticket structure Under your project you find your tickets. The assignment of the tickets is automated. (the small grey arrow in front of the name is labelling a folding structure). Every project has five subfolders. The first four folders store the tickets of the productive environment sorted by their status. In folder 5 Test-System the tickets of the test environment are stored by their status. Creating a new ticket After login to the WebClient just click on the menu Create Ticket. In censhare-client there are two possibilities. Either click on the symbol CreateTicket in the icon bar or select the menu File/New/Create Ticket. A ticket Tickets are normal assets as they are on your censhare-server. The special feature: We only work with the meta datas of the ticket-asset. To work with a present ticket you click on it once and use the menu Asset/Edit attributes or you use the shortcut +E on Apple as well as strg+e on PC. Integrated help / tooltip: These i-symbols give a short help to the required entry, if you place the mouse over them. Red boxes are obligatory Page 3

4 Fields of a ticket - Subject Here please type in a short but clear problem description. - External ID A free editfield e.g. for reference to a customer ticket system. - Issue Relate the ticket to a given theme = Not existent but needed function = Problems with non-censhare applications like InDesign, Word, etc. = Report of a censhare bug = Changes of the master data and module configurations = Connection problem between client and server or server and server = Request about new desired features = Technical: Server hardware, datenbase, backup, operating system, storage = Single, planned jobs (tasks) within a project = Any question = Problem resulting from an user error - Status On creation it is automatically set to Created. Precise explanations on status are given on page 5. - Assigned to On creation always set to *censhare Support*, please. Selectively set it to the group of *Project manager*. Attention: Always assign the tickets to *censhare Support*, not to a specified support member, please. Only this way ensures the processing of your ticket anyway, e.g. even if a colleague is ill. - Priority The acuteness of the problem (see integrated help / tooltip) System environment Please select, if your system environment is productive or test. Component Here you select client and server version information - The component field and the following version field are obligatory fields. The fields placed adjacent to the component field appear context-dependent, thus the following field/s will show up depending from the particular selection within the first fields. Page 4

5 Input History Here the complete ticket history is stored. Each workstep has to be typed in a New Entry field. These entrys are not alterable afterwards. Use of the Status field at the censhare-tracker Currently these steps are available: Created: The ticket is created and assigned to a target. By default to *censhare Support*. Meaning: The ticket is waiting for processing. Work in progress: The ticket is in progress at a censhare staff member. Work in progress customer: The ticket has been taken by a customer or was assigned to him for further processing. Work in progress external: Only for customers with First Level Support agreement. This step will be set by censhare support only. Waiting for development: The ticket has led to a Ticket (Development) which is in work at the in-house development department. It stays assigned to the processing user. Meaning: The user is waiting for information from the censhare development department. Wait for ordering: The ticket with subtype feature request automatically generates a Ticket (Development). The ticket will be set to the status Wait for ordering and is assigned to the customer. In the ticket history this description is written down: The feature request was created. The implementation will be reviewed by our development department. A guarantee for the implementation cannot be given at this time. We recommend an assignment by your censhare project manager. Wait for new release: The problem was fixed, tested sucessfully in QA and is resolved in the next final client-server-release. The ticket will be assigned to the customer or project manager. Implementation/Test: A problem or customizing topic is able to be solved by a fix or a change in the config-files. If only the customer or project manager is able to review the correct function, the ticket gets this status. The ticket shall be assigned to the project manager or customer, because only these are generally able to process the implementation and perform the test. Example for Implementation/Test: - a problem is able to be solved by a change in db-schema.xml - a new module was installed and the function may only be verified the next day Page 5

6 Use of the Status field at the censhare-tracker (continuation) Execute with next update / maintenance: Patches and configuration changes, which are time-phased to the next update / maintenance window in agreement with all involved. The ticket shall be assigned to the project manager, because generally updates and maintenance windows are coordinated there. Example for update / maintenance: - Any changes of the services, because these only get activated by a restart - Update of ImageMagick, GS (Ghostscript), etc. Finished The problem was solved, the ticket closed. Deferred: The topic cannot be solved currently. Other Info on the system: Tickets being in status Finished canot be changed any more. Tickets only may be suggested for deletion. censhare-client: Upload a file and link it with ticket By drag and drop pull the desired file onto the just created and ready ticket so it is attached automatically. WebClient: Upload a file and link it with ticket At first the ticket which has to be linked with an upload has to be selected. Next choose Create child asset from file. Page 6

7 WebClient: Upload a file and link it with ticket (continuation) Select the desired files at your local PC. Submit your file. After success close the dialog by using the Ok button. At last the usual dialog Check in New Asset will appear. This dialog must be confirmed with OK. Afterwards the upload is ready. (How to control: By unfolding the ticket the attached files become visible.) Page 7

8 Predefined search queries For a fast overview of the tracker-files you use predefined search queries. censhare-client:... Web-Client: _Downloads: _Projects: my tasks: Please find all client and plugin versions here for download as well as the actual tracker-manual Please open your own customer project here Please find all user and group assigned assets here Tickets in progress notification by tickets: - In the text the complete history is displayed - An notification is only caused by a change of the Assigned to field - You cannot reply to this - answer only by censhare-tracker, please. - s, if necessary, please always to [email protected] Ticket-symbols: Ticket, sub type technic Ticket other sub types Ticket (Development) Document with red T Document with black T Document with blue T Page 8