The BRIT RT Ticket System

Transcription

1 The BRIT RT Ticket System January 2009 TM-BTS-0001

2 Notices, Copyrights, and Revision Records Notices and Copyrights Notice This document is subject to change without notice and does not represent a commitment by BRIT Systems, Inc. The information set forth in this document and all rights in and inventions disclosed herein and the patents that might be granted thereon disclosing or employing the materials, methods, techniques, or apparatus described herein are the exclusive property of BRIT Systems, Inc. Copyright Copyright 2009, BRIT Systems, Inc. All rights reserved. Printed in the United States of America Trademarks BRIT (Beyond Roentgen Imaging Technology), BRIT Systems, Inc., BRIT Viewer, and the Pincher-Man logo/icon are trademarks of BRIT Systems, Inc. Microsoft and MS-Windows are registered trademarks of Microsoft Corporation. All other product names or trademarks mentioned herein are the property of their respective owners. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page ii

3 Notices, Copyrights, and Revision Records Revision Records Revision Record for User Training Manual Rev. # Date Sections/Pages Affected Change Authority Author Release Number A Jan 2009 All Initial T. Harris A Copyright 2008 Technical Publications Department BRIT Systems, Inc. BRIT Systems, Inc. Printed in U.S.A Hi Line Drive All rights reserved Dallas, Tx TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page iii

4 Table of Contents Table of Contents THE TICKET SYSTEM...1 ACCESSING THE TICKETING SYSTEM...1 CREATING A TICKET...3 Quick Create...3 Creating a New Ticket...4 UPDATING A TICKET...6 Assigning or Taking the Ticket...7 OPENING THE TICKET...8 COMMENTS REGARDING THE TICKET...9 RESOLVING THE TICKET...10 Table of Contents TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 4

5 The Ticket System The RT Ticket System The BRIT Ticketing System is used to track service calls made from the customers, and is mandatory that a ticket be filled out for every call coming into BRIT Systems. Calls must be logged into the RT system that includes the: Customer Site Name Customer Contact Name Customer Contact Phone Number Customer Contact Address Reason for Call Priority Operating System Effected Application Effected (if applicable) Estimated Time to Repair Accessing the Ticketing System The Ticketing System is accessed by bringing up an Internet Explorer window, and entering and the following window opens: Click on the BRIT RT Ticket System link under the Links to the right side of the window. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 1

6 The RT Ticket System The Login Panel Opens to allow the user to enter the system. Enter the assigned: Username Password Click on the button. The RT Home Page opens, as shown here: This page includes the following areas: Create New Ticket Top 20s Search Area Config Links Quick Create Quick Search Configuration Links contains the following links: Home returns the user to the Home page Tickets area providing search capabilities for resolved or closed tickets Tools area reserved for Ticketing System Administrator Preferences contains user information and permits the user to change their password Approval for future use TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 2

7 The RT Ticket System Create New Ticket Area contains a drop-down menu to select the customer for which a new ticket is to be created. Top 20s List contains the following lists: 20 Highest priority tickets I own this is the list of the 20 tickets that the support person is assigned containing the highest priority. 20 nebrit Systemsst unowned tickets this is the list of tickets that the support person submitted that has not yet been assigned. It could contain comments, but the technical support person has not been determined. Quick Search Area contains a list of open and new tickets for each customer who has BRIT equipment. Quick Create allows the user to create a new ticket by entering the subject, and selecting the customer. The additional required information must be updated in the ticket as soon as possible. Search allows the user to search for a ticket by it s number, or search for OPEN or NEW tickets. Creating a Ticket There are two ways to create a ticket: Quick Create Area Create Ticket Quick Create Users can create a new ticket by entering the subject, and selecting the customer in the Quick Create area of the Home page. Enter the subject for the ticket and select the customer from the drop-down menu in the Queue field, then click on the button. The open ticket is shown on the Home page under the 20 Highest priority tickets I own area. The additional required information must be updated in the ticket as soon as possible. This is NOT the preferred method to creating a ticket, but it can be used. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 3

8 Creating a New Ticket The RT Ticket System The preferred method to create a new ticket is by selecting the customer from the Queue drop-down menu, as shown here: Highlight the required customer site name, from the drop-down menu and click on the button. The Create a New Ticket window opens, as shown here: Fill out the information in the following fields: Requestors the user s address should appear automatically in this field. If it does not appear, enter it. CC enter the address of other users who should also be informed of this ticket. Admin CC enter support@brit.com in this field. Subject enter a brief description of the issue being reported. This is a required entry. Contact Info enter the name, phone number, and address of the person at the customer locating calling about the issue. This is a required entry. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 4

9 The RT Ticket System Upgrade Status select the appropriate response from the menu. The choices are: No Upgrade Required Upgrade Required Upgrade Completed No value Operating System select the Operating System from the menu. This does not necessarily means it is an OS problem; it could be the Operating System on which the application is running, such as: Windows LINUS AIX Mac No Value if it is not affecting any of the above. Software select the Software from the menu. This does not necessarily mean it is a software problem; but it could be an issues arising from any of the following applications: Windows BRIT Systems LINUX BRIT Systems QC Workbench BRIT Lite Scanning Workbench Roentgen RIS HL-7 Roentgen Files CD Burner Send Common DB2 TSM No value TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 5

10 The RT Ticket System Attach File if the customer has sent a file that needs to be attached, select the button, find the appropriate file and add it. If additional files are to be attached, click on the button. Describe the issue enter a detailed description of the problem as related by the customer, and any steps already completed by the customer to resolve the problem, as BRIT Systemsll as any steps recommended and performed at this point. Note: It is extremely important to be as precise and detailed as possible when describing the problem being reported. Click on the the ticket. button to create The information that was entered is displayed in a summary format with the newly assigned ticket number, as shown here: The date and time are automatically entered and the ticket is shown in the system and can be assigned, updated, resolved or opened, as BRIT Systemsll as comments added, or a reply sent to the customer. Updating a Ticket There are several areas that can be changed once the ticket is created. These include: Assigning or Taking the ticket Updating the ticket Adding comments to the ticket Replying to the customer Resolving the ticket This section covers each of these actions. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 6

11 The RT Ticket System Assigning or Taking the Ticket To take the ticket, at the upper portion of the Ticket Summary window is a link titled Take. Click on this link and in the Results area, the system shows as the owner changing to the current user. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 7

12 Opening the Ticket The RT Ticket System To open the ticket, at the upper portion of the Ticket Summary window is a link titled Open. Click on this link and in the Results area, the system shows as the owner changing to the current user. TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 8

13 The RT Ticket System Comments Regarding the Ticket To add a comment about the ticket, at the upper portion of the Ticket Summary window is a link titled Comment. Click on this link and the following window is shown: This allows the user to create a message regarding the ticket. The status can be changed by selecting the new status from the drop-down menu, if appropriate. Be sure that under the Update Type field that Comment is selected. Files can be attached by clicking on the button and selecting the file. The message can then by typed in the Message area, Click on the send the message. button to TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 9

14 Resolving the Ticket The RT Ticket System To resolve the ticket, at the upper portion of the Ticket Summary window is a link titled Resolve. Click on this link and the following window is shown: The status can be changed by selecting the new status from the drop-down menu, if appropriate. Be sure that under the Update Type field that Comment is selected. Files can be attached by clicking on the button and selecting the file. The message can then by typed in the Message area. Be sure to add all detailed information on what was done to resolve the ticket. Click on the send the message. button to TM-BTS-0001 BRIT Systems, 1909 Hi Line Drive, Dallas, Tx Page 10