Four Soft Netherlands B.V. Ticket Registration System. User manual. Manual

Transcription

1 Four Soft Netherlands B.V. Ticket Registration System Author : H.J.W. Kroeze Revision Number : 3.1 Date of Issue : October 2005 Document : TOOLS TRS users manual V3.1.doc Copyright 2009 Four Soft Netherlands B.V. This document may not be copied, reproduced or used in any way, either whole or in part, without prior permission.

2 REVISION CONTROL This page summarizes revisions to the document. Revision No. Date of Issue Revised by / Details 1.0 April 2005 H.J.W. Kroeze - Initial version 2.0 April 2005 Adapted to new name and new functionality 2.1 October '05 Revised to reflect updates in software 2.1b November '05 Ticket statuses updated 2.1c August '06 new url 2.2 September 08 Added chapter 3 and 4 2.2a December 08 Screenshot/Attachments added 3.0 April 09 General adjustments 3.1 July 10 Screenshots replaced Document: TOOLS TRS users manual V3.1.doc page 2 of 14

3 Contents 1 INTRODUCTION Web based Customer and User administration General Flow USER ACTIVITIES Role User actions regarding tickets Create ticket Field explanation Functionality View open tickets / Update ticket Field explanation Functionality View closed tickets / reopen closed tickets Field explanation Functionality Ticket notifications BASIC INFORMATION REQUIRED General (pull down fields) Description general information Description: Expected Result Description: Actual Result Description: Actions taken to trigger the Issue Attaching screenshots...14 Document: TOOLS TRS users manual V3.1.doc page 3 of 14

4 1 INTRODUCTION 1.1 Web based The all new TRS software (TRS stands for Ticket Registration System) is browser based. It works in most of the common browsers. TRS can be found on the 4S website using the link Ticket Registration System or by using the direct link Customer and User administration The administration of Customer settings and the Users associated to a Customer, is done by the helpdesk at Four Soft ([email protected]). Adding new users or altering settings, please refer to the helpdesk. For each customer, a user group is created, named after the customer's company name or the 4S internal number for the customer. Within TRS, users are organized per user group In these user groups, several users are defined who can add and review tickets. Only tickets created by users of the same user group are visible to these users. 1.3 General Flow In the TRS software, two types of users are defined. All customer employees that have access to TRS, are Users. They enter the tickets and update these when needed (request for info or closing a solved ticket). The Four Soft employees, responsible for solving the tickets, are Supporters. Optional steps are printed in italic. Customer (User) Four Soft (Supporter) Ticket status Create new ticket New Four Soft Investigate ticket Research Four Soft Only in case of Operational halt Workaround 4S Request extra info Research Customer Provide extra info Development Development Four Soft Testing on 4S system System test Four Soft Ready for delivery To be delivered Four Soft Testing on customer system Delivered Four Soft Testing Ready for testing Customer Signing off ticket Closed Document: TOOLS TRS users manual V3.1.doc page 4 of 14

5 2 USER ACTIVITIES 2.1 Role The role of the user is to add new tickets in English and provide information about recent tickets (update tickets) if this is requested by a supporter. 2.2 User actions regarding tickets The user can perform the following actions in TRS: Create Ticket View Open Tickets (via My open tickets and My group's tickets) Update Open Tickets View Closed Tickets Download Ticket information 2.3 Create ticket Please refer to chapter 3 and 4 about specific explanation of information required. This is required for a better understanding of the reported problem and it will reduce the time needed to provide a solution. Document: TOOLS TRS users manual V3.1.doc page 5 of 14

6 2.3.1 Field explanation Supporter group This field is defaulted with '4S Support desk'. Do not alter this value! Ticket priority Possible values Low Faults which do not affect the use of the system Normal Minor problems which do not have a significant impact on the current productivity High High impact problem where production is proceeding, but with repeated interruptions. Not causing an immediate stoppage of work. Operational Halt System, server or critical application down. The End User cannot make use of an essential function in the production system. Use the priority appropriate for the urgency of the ticket. User name Name of the user creating the ticket. Is defaulted via properties of the user settings (via logon) Defaulted with the address of the user creating the ticket. If more people need to be Document: TOOLS TRS users manual V3.1.doc page 6 of 14

7 kept updated about the process of the ticket, more addresses can be entered here, divided by a comma, not with a semicolon! Office Office location, optional field. Is defaulted via properties of the user settings (via logon) Phone Extension Defaulted with the phone number of the user creating the ticket. Is defaulted via properties of the user settings (via logon) Client Name Defaulted with the name of the client, based on the logon details. Application Select the hardware platform for the software causing the problem. Category Choose Software Problem: reporting problems with the Four Soft i.logistics software Change Request: request for a change which will result into an offer from Four Soft Request for Info: information requests about functionality of the software Other: if the other three categories do not apply Modules Specify to what module of the software the problem described in the ticket applies. Object Name / Description If known, please enter the name and/or description of the affected software object. Client reference For Customer reference purposes, the customer can enter a meaningful reference in this field. Short description The short description must be meaningful, as this is the text displayed in the various overview lists. With the short description, identification of the ticket must be possible. Description In the description field a complete and detailed explanation of the raised ticket must be given. Please use the separate manual Basic Information Required to make sure all information is available for a better understanding of the reported problem. This will reduce the time needed to provide a solution. Attachment If a file or screen print clarifies the problem described in the ticket, it can be attached to the ticket. Please do not use special signs in the name of the document. The maximum per attachment for a portable document format file is approximately 950kb. For a word document it is approximately 650kb. If the attachment is bigger, please put it in a zip file and attach it to the ticket. Document: TOOLS TRS users manual V3.1.doc page 7 of 14

8 2.3.2 Functionality When all fields are filled with correct data, the ticket is stored by pressing the 'Create Ticket' button. A confirmation message ( ) is sent to Four Soft help desk. The ticket is now visible in overview 'My open tickets' and 'My group tickets'. 2.4 View open tickets / Update ticket When an already created ticket needs to be updated, the ticket can be opened via the 'My open tickets' menu option, when the user has created the ticket himself. If the ticket was created by another person, belonging to the customers user group, the menu option 'My group's tickets' must be used to look up the requested ticket. Please note that all ticket updates should be done by using TRS. Any updates send per mail to individual persons will cause delay in the process. The columns are self explaining. ID The ID of the Ticket that uniquely identifies it. Supporter The Supporter column shows if a ticket is still 'pending' (assigned to supporter support_pool) or already assigned to a supporter (user id of supporter is displayed) Short description Short description of the ticket, as entered by the customer user. Module The module for which the ticket is registered. Document: TOOLS TRS users manual V3.1.doc page 8 of 14

9 Priority The priority of the ticket, as entered by the customer user. Created Date on which the ticked was added to the ticket system. Reference The reference of the ticket that has been entered by the customer user. Status The status the ticket currently has. The status can only be changed by a supporter, not by the user. During the life span of a ticket, the following statuses can be used: New 4S new ticket, not yet assigned to a supporter Research 4S ticket is being researched by a supporter Workaround 4S ticket is being researched by a supporter while the End user can continue with the application (only applicable for priority Operational Halt) Research Customer ticket is being researched by the customer Development 4S ticket is being developed System Test 4S ticket solution is begin tested To be delivered 4S ticket solution is ready for delivery Delivered 4S ticket solution is delivered by Four Soft Ready for testing Customer ticket solution is ready for testing by the customer Offer / New Project No bug so an Offer and Scope will be created, ticket closed. Closed ticket is closed By clicking the ID or Short Description, the ticket is opened for update. Document: TOOLS TRS users manual V3.1.doc page 9 of 14

10 2.4.1 Field explanation For a user, the fields Ticket Status, Ticket Priority, & Phone extension, Add update to Ticket and Add Attachment are active, all other fields are output only Functionality If the user wants to reply to a supporter question, the field 'Add update' must be used to add new comment to the ticket. All comments added (and s sent by the supporter) are displayed in each ticket in the 'Updates' section. Document: TOOLS TRS users manual V3.1.doc page 10 of 14

11 By pressing 'Submit' the added update text is stored. A confirmation is sent to the assigned supporter that the ticked was updated by the user. Using the field Add Update to Ticket ensures that all communication regarding a ticket, is stored in the ticket itself and available for reviewing by both the customer and Four Soft. 2.5 View closed tickets / reopen closed tickets Closed tickets can be viewed via the 'My Closed Tickets' menu option. By clicking the Short Description, the ticket is displayed. Document: TOOLS TRS users manual V3.1.doc page 11 of 14

12 2.5.1 Field explanation For a user, the fields Ticket Status, Ticket Priority, & Phone extension, Add update to Ticket and Add Attachment are active, all other fields are output only. Document: TOOLS TRS users manual V3.1.doc page 12 of 14

13 2.5.2 Functionality A user cannot re open a closed ticket. The user has to request this by changing the status fo the ticket to Research 4S. After pressing 'Submit', a confirmation is sent to the supporter assigned to the ticket. The supporter will reopen the ticket. 2.6 Ticket notifications When the ticket is updated by a supporter from Four Soft, the user who originally created the ticket and other addresses registered in the ticket, receives a notification . The user can reply to this remark/etc by updating the ticket as described in the previous paragraph (2.4) Document: TOOLS TRS users manual V3.1.doc page 13 of 14

14 3 BASIC INFORMATION REQUIRED This information is required for a better understanding of the reported problem and it will reduce the time needed to provide a solution. 3.1 General (pull down fields) Please specify the correct information in the Ticket information part. Please make sure you choose the correct option for: Application (only the applications will be shown that are applicable for this client) Category of the ticket (Software Problem, Change Request, Request for Info, Other) Module within the software with all relevant information (please use the manual Module checklist which information is required for Four Soft) Object name and description of the object (screen name for example) Client reference 3.2 Description general information In the Description field, specify Which user profile is used The authorisation level for this user profile In which company and environment (test / production) 3.3 Description: Expected Result Please describe the result that was expected. 3.4 Description: Actual Result Please describe the result that was actually achieved, including possible error messages or program dumps. 3.5 Description: Actions taken to trigger the Issue Please specify the actions taken that caused the error to occur. Such as: Menu options, PCM, Function keys, etc. 3.6 Attaching screenshots It is very helpful to the support staff if screenshots from the process that results into the problem are attached to the ticket. Screenshots can be pasted into a Word document and attached to the ticket (see also chapter 2.3). Document: TOOLS TRS users manual V3.1.doc page 14 of 14