IMTF Ticket Management

Transcription

1 August 2014 Page 1 / 34 IMTF Ticket Management Cricket User Guide JIRA v6.2.x

2 August 2014 Page 2 / 34 Table of Contents 1 Document Information Revision Information What's in this guide? 4 2 Cricket Functionalities Architecture and security Ticket Workflow Status description Notifications Changes in JIRA version 6.2.x Login procedure Your dashboard Logout 11 3 Creating a new ticket Setting the priority Setting the description Ticket view Comments Rules using comments Who can view your comments? Validating your comment Attaching data to a ticket Resolution status 24 4 Create a new filter Setting search criteria for new filters Saving a filter Find issues 33

3 August 2014 Page 3 / 34 1 Document Information Cricket is the IMTF Ticketing system which allows both clients and IMTF engineers and administration to process trouble tickets and requests via the internet and in real time. This user guide is based on the current Cricket version 6.2 This manual is intended to assist IMTF customers. It describes: The process and functions in order to have direct access to our online customer help service How to open a ticket and enter data on an issue and How to facilitate and view online consultation of open tickets. 1.1 Revision Information Date Version Revision Author First release PPE / PET Revision EAL Update (including chapter 3.2 priority levels) EAL Updating Documentation to JIRA version EAL Update chapter 3x, 4.3, Color adjustment EAL Reviewed and updated document to be in-line with new system upgrade to Cricket 6.2. MBR Copyright and Disclaimer Copyright Informatique-MTF SA All rights reserved, Route du Bleuet 1, CH-1762 Givisiez, Switzerland. While every reasonable precaution has been taken in the preparation of this document, IMTF or its subsidiaries assumes no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein. The information contained in this document is believed to be accurate. However, no guarantee is provided. Use this information at your own risk. This product is distributed under licenses restricting its use, reproduction, distribution, and decompilation. No part of this product may be reproduced in any form, by any means, without the prior written authorisation of IMTF and its licensors, if any. Third-party software, including font technology, is copyrighted and licensed from IMTF suppliers. Documentation is provided as is and all express or implied conditions, representations and warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, are disclaimed, except to the extent that such disclaimers are held to be legally invalid. Your feedback is much appreciated and will help improve later versions of this document. You may reach us by at: [email protected].

4 August 2014 Page 4 / What's in this guide? This HELP guide is divided into the following topics and chapters: Cricket functionalities and ticket workflow Creating new tickets Searching for tickets and creating filters Conventions used in this guide Indicates a general note Indicates a warning or caution Objective IMTF wishes to give customers direct access to the issue database. The intention of this on-line ticket tracking tool is to improve the whole service of our hotline: transparency, precision of the information exchange, improvement of diagnostics and reaction time. By this means, we hope to tighten the cooperation with our customers and to increase their level of satisfaction in our service. IMTF s Group Customer Support provides a tool to follow up issues (tickets or incidents). If a customer observes a problem with their system, they open the Cricket system, initialize an online- ticket and describe the problem encountered. IMTF Customer Service overtakes and opens the ticket, verifies and assigns it to an engineer. The customer (authorized users) is informed about the whole process through the ticket itself and via -notifications which allows them to follow up the issue from the beginning to its resolution. At any time the customer may act on the ticket by adding comments or information to it.

5 August 2014 Page 5 / 34 2 Cricket Functionalities The customer accesses the system via the Internet (see login description further on). After a successful authentication, they have the following options and functions at their disposal: Ticket opening The customer can enter an issue directly. Several pre-defined fields, some of them mandatory, allow a precise description of the issue. A comment must be entered in a specific text field. The customer can also choose the priority level of the ticket, which will determine how the case is to be handled. Entering a comment on a ticket Any time during the lifecycle of an open ticket, the user can add a comment to the ticket (further information, dialogue with the hotline, question answer) or data like log-files or print-screens. Tracking a ticket s (incident) progress The user can follow-up and check the progress of resolving a ticket (incident) in real time: change in status, actions taken by the technician and by the software support, comments of the contributors. The user interface is configurable and the user is able to create the presentation according to their needs. 2.1 Architecture and security When an internet customer makes a request to the protected site (via SSL) they are automatically redirected to a server situated in our DMZ.

6 August 2014 Page 6 / Ticket Workflow Below you find a simplified process diagram scheme describing the evaluation of a trouble ticket. The boxes marked in blue represent the statuses the client is able to set. All other status settings (in red) can only be set and modified by the IMTF staff. Hold Submitted Opened In Progress Resolved Closed Rejected Reopened 2.3 Status description Status Submitted Opened In Progress Hold Rejected Resolved Closed Reopened Definition A problem or request is submitted to the IMTF hotline by the client. Making the issue ready for the assignee to start work on it This issue is being actively worked on by the assignee. Ticket is set on a "standby" mode, due to missing information or non-clarified circumstances. This issue is a duplicate or an invalid request (e.g. because of a bad operation and/or because the error is not reproducible as described in the ticket). A resolution has been taken and is awaiting verification by the reporter. From here issues are either reopened or closed. The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. The issue was once resolved, but the resolution was deemed incorrect. From here issues are either marked assigned or resolved.

7 August 2014 Page 7 / Notifications Please note that the system will automatically generate notifications for certain activities on ticket-level. The following activities (marked in blue) release s with titles like: [IMTF Customer Support] Commented: (HYS-787) Database error. Activity Issue created Issue updated Issue assigned Issue resolved Issue closed Issue commented Issue Reopened Issue Deleted Issue Moved Notifications sent to Reporter, Support-Management-Group All Watchers, Support-Management-Group Current assignee Reporter, Support-Management-Group Reporter All Watchers Current assignee, Reporter, Support-Management-Group Current assignee, Reporter, Support-Management-Group None Please do not reply directly to the -notifications generated by the Cricket system. Your communications and comments might be lost. Please ensure you follow the below instructions when you want to edit or comment on a ticket you receive a notification for. Please remember this procedure is required to maintain an optimum of transparency on ticket-level and efficiency for the resolution of pending tickets. The correct procedure is as follows: All comments must be entered directly into the ticket. You must open the ticket in the Cricket System first. A simple way to open the ticket in Cricket is to open the notification and click on the URL: hyperlink which will automatically open the ticket in the Cricket system for you. any message Key: STO-999 URL: Project: New Project On top of the displayed ticket you have the possibility to insert a comment (click on comment) or to attach files or attach screenshots clicking on More Actions (see chapter ).

8 August 2014 Page 8 / Changes in JIRA version 6.2.x You will note that the menu design has changed slightly and the Create Issue button is now on the left and highlighted in blue, as shown below. The Administration function is found to the right of the screen under the wheel icon. In this version it is easier to see the ticket s status more clearly as they are in text boxes and have different colours, as shown below.

9 August 2014 Page 9 / 34 The look-and-feel of the application has changed in particular in relation to the search filter. Instead of a side panel on the left there is now a filter at the top of the page, as shown below. Apart from the new look of the application there are no significant new features.

10 August 2014 Page 10 / Login procedure URL : On top of the IMTF homepage, click on Customer Support Insert Username and Password. Username and Password will be provided at the accountinitialization and delivered by .

11 August 2014 Page 11 / Your dashboard After the login, you are directed to your dashboard containing a box with quick links and boxes containing standard and individual filters to list and control your tickets. The dashboard screen looks very similar to previous version. 2.8 Logout To logout, please click on the user toolbox on the top right side of the dashboard and choose the Log Out button.

12 August 2014 Page 12 / 34 3 Creating a new ticket Select Create Issue You have two possibilities to start this function: 1) via main menu 2) directly on the blue Create Issue button: A pop-up will appear and the first thing is to select the Project Name (required information), please select the product to which the problem or error is related to (see below).

13 August 2014 Page 13 / 34 In a next step, you are directed to a new screen to select the Issue Type (category of request): The issue type is limited to Ticket, New Feature or Improvement. For errors and problems that are covered by our maintenance contract, choose Ticket to open an issue in the Cricket system. Issues not covered by maintenance are either New Feature or Improvement. Next, you are directed to select the following three important values: Name Security Level Summary Priority Description Available for all system users Private issue, only viewable by your team and IMTF Summary of the issue being created Priority level, defining the impact of the error While the option None in the Security Level field is available, the selection of a security level is compulsory. Please select your dedicated security level from the available list. The Summary should have a recognisable value and describe the problem in a short (max. one single line) and significant manner. Summaries in the form of a whole paragraph will be shortened by the IMTF Customer Support, transferring the removed information into the Description field. For the Priority setting, please refer to the following chapter Priority Settings in this manual.

14 August 2014 Page 14 / Setting the priority Setting the priority will determine the way in which the ticket is initialized and if an escalation is taking place. In this context, please choose carefully the status values Blocker and Critical. Priority Blocker Critical Major Minor Trivial Definition Blockage of data processing or standstill of production process Crash or disfunction of parts of the system or platform Major loss of functionality without a heavy impact on the whole system Minor loss of functionality, an easy workaround is possible Cosmetic problem like misspelt words or misaligned text The setting of the priority is reserved to the reporter of the ticket. The IMTF Hotline staff are authorized to downgrade or upgrade the priority level and will document this. The customer (reporter of the ticket) has the opportunity to always downgrade or upgrade the priority setting. Any modification of the priority level should be declared and briefly justified in a comment inside the ticket. After resetting the priority, you have the possibility to go down the page and place a comment and validate with Update.

15 August 2014 Page 15 / 34 Priority level guideline Database server Network Application server ZV/2 system Holdmail Retrieval function Embargo Archival function Backup function AML scoring functionality AML database server Database Network ZV/2 system Holdmail Retrieval function Workstation Peripheral devices ZV/2 system AML application server Archival function Backup function Holdmail Retrieval function Workstation Peripheral devices Backup/Migration function AML functionality Other HYPERSUITE components BLOCKER No availability No availability No availability Major loss of function Major loss of function Major loss of function Major loss of function CRITICAL No availability No availability No availability No availability Massive performance problems Massive performance problems Massive performance problems Massive performance problems Massive performance problems MAJOR No availability or performance problems No availability or performance problems No availability or performance problems No availability or performance problems Massive performance problems Massive performance problems Performance problems Performance problems MINOR Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Cosmetic modifications and/or updates

16 August 2014 Page 16 / Setting the description Next, you are navigated to insert a Description of the problem: A detailed and precise Description will contribute to an efficient and faster resolution process of the ticket. Examples for a detailed description of the issue: Are users or departments directly concerned? Which functions or applications are affected? Is this the first time the error occurred? Are the phenomena known or similar to former error situations? What is the personal estimation or suspicion concerning the problem? Can you further describe any other observations? Can you deliver information like files, print screens or s?

17 August 2014 Page 17 / 34 Examples: Summary Unload error drive 0 on device xyz Description Summary Hardware error occurred during the night. An orange lamp is blinking on the device. Only the archival process in blacked. But we do need the device tonight to archive the daily production. Database error Description Summary Error occurred on the screen of the workstation using the function import values for document It is possible to run the application for all other input data. We think it is possible that the data were already indexed. Can you delete the job in the database? Problem with the daily upload of Siron Description Since Monday 25 we have a problem with the daily upload. Please check the attached log files. We verified that there were no double transactions in the file INPUT, but the application tells us there are double transactions. How can we resolve this problem now? After writing the Description you have the possibility to attach log files or print screens to the ticket. However, it is possible to attach files at any time to the ticket as long it is in the status open. Just click on the Browse button and select the file(s) from your device(s).

18 August 2014 Page 18 / Ticket view Most important information will be found on the upper part of the ticket body: To get further information about the ticket history, it is generally most useful to set the lower Activity part on Comments mode: In this view you can directly insert a comment into the ticket (lower part of the ticket).

19 August 2014 Page 19 / Comments Having created the ticket, you can use the Comment and Attach file or Attach Screenshot function All communication concerning a ticket can be set through inside-comments, principally Delivering an information Requesting an information Click on the Comment button and edit inside the text field which will open to your right:

20 August 2014 Page 20 / Rules using comments Comments are the main interface to exchange information related to a ticket. They are meant to document the status of a ticket in a transparent manner. You are free to address yourself to a specific person involved in the resolution process. You are free to address yourself to all persons involved in the resolution process. The comments should not be extremely long (e.g. through copy and paste of log files) Very large amounts of technical information (data files) should be attached as files. All important information and requests should be edited as inside-comments (and not in separate s). Please refer to the chapter Notifications in this manual. 3.6 Who can view your comments? If you want to keep comments private, you can choose the Viewable By button to limit the user list which will be allowed to view your comments. If you limit who can view your comments and they contain important information or requests relevant to the assignee (the engineer who is working on the resolution of the ticket) then they may not be able to see the information needed to do their job. Generally, it is preferable to always use All Users. It means, all users of this specific client and the IMTF staff can view these comments, but users from any other clients will not be allowed to do so.

21 August 2014 Page 21 / Validating your comment After terminating your text, it is necessary to click on the Add button to store your comment into the ticket. Complex explanations (editing takes a longer time) should be temporarily saved on your desktop or in a temporary file and then be inserted into the Comment field, to avoid the loss of data. Before adding a comment within a ticket, it is always possible to change who is able to view the ticket. If you decide not to proceed with the comment, just click on Cancel. Please note that the whole comment will be lost if you leave the page or click on Cancel. Once you click on Add, the comment will be added to the ticket and published. However, if necessary to delete a comment afterwards, please request it to the IMTF support who will be able to erase such a comment from the system.

22 August 2014 Page 22 / Attaching data to a ticket Attaching any type of file can be very useful for analysis and resolution of a technical problem. To add such information, click on the Attach Files Button: Browse to the file destination and attach the target by double clicking. You can immediately set up a comment and limit the viewability of the attachment and/or comment.

23 August 2014 Page 23 / 34 Adding a Screenshot is a quick and easy method of adding an image. First, take the image by using your Print screen buttons on your keyboard then, in the Cricket ticket, click on the More tab and select Attach Screenshot. You will be presented with the below pop-up, click on Paste and the image will be added. It is possible to give extra comments here relating to the image. To be able to use this feature, the first time you use it you may be asked to update your version of Java for Windows. Speak with your IT Department regarding this.

24 August 2014 Page 24 / Resolution status Please refer also to the chapter Ticket Workflow in this manual. After an obvious resolution of a problem IMTF will set the ticket on status resolved. After a successful processing of a trouble ticket this fact should be reported and become transparent inside the ticket. This can be a simple confirmation by the customer (in a comment like it works, you can close the ticket ). It can happen that IMTF is requesting to report the current status of a problem to be able to close it. After having received the confirmation from the reporter, IMTF will set the ticket on status closed which represents the end of a normal lifecycle of a ticket. A closed Ticket can be reopened whenever the same error should reappear. Different from that, non-resolved tickets can be set on following status: Resolution status Fixed Won't fix Duplicate Incomplete Cannot reproduce Verified Definition A fix for this issue has been realised and tested The issue cannot be fixed (by reported reasons) The problem is a duplicate of an existing issue The report and description of the issue is incomplete This issue is a duplicate, invalid or not able to be reproduced. The reported resolution is awaiting a verification by the reporter The setting of the above status values is reserved to the IMTF Hotline staff.

25 August 2014 Page 25 / 34 4 Create a new filter If you need a more individual selection of ticket parameters, you have the possibility to create your own set of filters, allowing you to get a quick overview on what you want to see. Select the Create Filter option from the Favourite Filters box to create a new one: You can immediately start to select filter parameters at the top of the page are the drop down filters to make your selections from. If there are not enough options visible go to More and check the categories you wish to add.

26 August 2014 Page 26 / 34 Examples selecting the reporter: Examples selecting the assignee:

27 August 2014 Page 27 / 34 Examples selecting the issue status such as: Open, In Progress, Reopen, Resolved, Closed etc. Examples selecting the resolutions:

28 August 2014 Page 28 / 34

29 August 2014 Page 29 / Setting search criteria for new filters You can choose tickets from specific reporters (e.g. the tickets you created yourself which are Current User ) or for Unassigned : Furthermore, you can select ticket-status and ticket-priorities to limit your selection:

30 August 2014 Page 30 / 34 Also, you can easily list tickets created or updated within a certain time period: Under More there are many options of search fields you can add to your filter as shown below. The selection of parameters is depending on your needs and priorities limiting the view on your tickets. Please note that you can delete and modify existing filters.

31 August 2014 Page 31 / Saving a filter After selecting your filter settings, automatically the results list will appear. To save this search filter to use in the future, click on Save As and a pop-up will ask you to give this new filter a name. If you are okay with the result of the filter, you can now save your settings and define them as a filter. It is possible to edit a filter and decide who has permission to use it. Select the filter you want to edit and click on Details link.

32 August 2014 Page 32 / 34 You can edit the filter name, description, whether it is shared or not and with whom it is shared. At the end of this process, you should store the new filter clicking on the Save button.

33 August 2014 Page 33 / Find issues There are several ways to search and find tickets including a quick search to find one specific ticket or using the search filter to identify a group of tickets. The Quick Search method is perfect for finding a specific ticket very quickly. It is a full-text search field visible on the top right side of the screen and visible on the Dashboard as soon as you login. If looking for a very old ticket in the past we find this is a very effective method to use. It offers a full-text search on the whole content of the tickets and delivers the possibility to search for ticket ID s, usernames, error codes and other meaningful strings. It searches all the data held in the Comments field of tickets but it isn t able to search in the attachments of tickets.

34 August 2014 Page 34 / 34 The Search for Issues method from the Issues menu, allows users to set specific criteria on the search parameters to retrieve a list of all related tickets. It is also always possible for the User to save these searches as new filters for future use. For example, give criteria such as Project, Type of issue, Status, Creation Date etc. See below example. The results (if there are any) will immediately appear.