Ticket Center Quick Start

Transcription

1 AdNovum Informatik AG. May 13

2 2 What is the purpose of the? By continuously submitting your software error messages, requests and suggestions to, you are helping us to file and manage the information from individual messages consistently. This has the following advantages: The information on a ticket is available to you as well as to us at all times and is always up-to-date. You can browse submitted tickets and see at any time whether a message/request or a suggestion has already been submitted. You can view the status of submitted tickets at all times (progress check). You can generate reports from the. Upon request, you can receive notifications of status changes to tickets you have submitted. Access to the : Enter the URL custzone.adnovum.ch in your browser or go to and select the link Customer Zone (menu on top). Log in to the Customer Zone using your Customer Zone user ID and password. Who works with the? Customers: Support staff, product managers, application managers etc. In AdNovum: Project Manager: responsible for a software project during development. Application Manager: responsible for software (components) installed with customers. Specialists: with the expertise to process a problem or request, usually developers. Quality Assurance team Release Engineering team Click on the link 2. After your first login to the Ticket Center, you must set up your user preferences (see Settings page 7), then proceed to the homepage.

3 3 Ticket In general, the workflow of a ticket develops as follows (status of each step in []): 1. The customer opens a ticket [New]. 2. The Project Manager / Application Manager analyzes the ticket [Analysis] and if necessary obtains further information from the customer [Customer Feedback]. After the analysis, the ticket is ready for processing [Prepared]. 3. A specialist handles the ticket [In Progress]. 4. The specialist finds a solution [Resolved], if necessary in close cooperation with the customer. 5. A member of the Quality Assurance (QA) team verifies that the solution meets the requirements [Verified]. 6. Release Engineering puts together the software and delivers it to the customer. 7. The customer grants formal acceptance and/or explicitly closes the ticket [Closed]. If someone finds the solution inadequate after the ticket has been [Resolved], [Verified] or [Closed], the ticket can be reopened [Reopened]. It then follows the workflow from position 1 [New] again. For support requests that do not require software delivery, the procedure is shortened: After a ticket has been [Resolved], the ball is right back in the client's court again (the status [Verified] is skipped). After a time limit of 30 days, support requests that have been resolved are automatically closed [Closed]. What can be submitted to the? In general, the following ticket types can be submitted: Support Requests Requests for support with installed software, for which a Service Level Agreement (SLA) exists. Bugs Software errors that cause the software not to behave as intended. Change Requests Changes to existing software/software components Other ticket types are explained in the Manual. Status A ticket in the can have the following status: New The ticket has been newly submitted. Analysis The ticket is being analyzed. Customer Feedback AdNovum cannot process the ticket before receiving required customer input such as log files, exception message, or some other relevant information. Prepared The ticket is ready for implementation. In Progress The ticket is being processed by the developer. Resolved A solution for the ticket is available and ready for verification. Reopened The ticket had to be reopened because the proposed solution was not satisfactory. Verified The proposed solution has been verified. Closed The ticket has been closed.

4 4 Working with the Working with the Submitting a ticket On the homepage or in the navigation panel outside to the left, click on the link Open Ticket (New) under the relevant project. Select the appropriate ticket type: Enter the following information in the input area: Subject: short, concise summary. Information about your environment Detailed description, for bugs include an indication of the place (machine, environment) and time of occurrence. Customer ticket ID: ID within your own ticketing system. Components and version in which the bug was found or to which the Change Request is applied. Severity: urgency/importance Attachment, if any (screenshots, log files etc.) Severities For bugs: S4 minor Minor issues S3 major Some less important features are not available, or important features are only available by circumventing the problem. S2 critical Important features are not available and work is severely restricted. S1 blocker There is a serious problem making it impossible to work. Also, it is impossible to circumvent the problem. For Change and Support Requests: S4 low S3 normal S2 high S1 maximum

5 5 Working with the Then click Create to submit the bug. The bug is captured and displayed for further processing.

6 6 Working with the Search for tickets You can open tickets either directly by entering the ticket ID in the appropriate input field to the left outside or by searching the list of open tickets and clicking on the ticket ID. Alternatively, you can search for tickets according to various criteria in the search tickets view: Resolution (solution) Fixed The bug has been fixed, but has not been tested yet. Won t Fix The issue has been analyzed, but will not be fixed. Duplicate The issue has already been reported in another ticket. Invalid The ticket is invalid. Cannot Reproduce The issue has been analyzed, but the described behavior cannot be reproduced. Status and Resolution Meaningful combinations for the search: Resolved Fixed The ticket has been processed, but the solution has not been tested yet. Verified Fixed The solution has already been tested. Closed Fixed The solution was approved by the client /support staff. In this section, you can choose multiple items simultaneously through Shift-click or Ctrl-click. As a result of your search all the tickets that match the specified search criteria are displayed in a list. You can display or hide columns (configure ticket browser), sort lists ascending or descending by clicking on the column title, display them in different ways, and print or export them as a CSV file.

7 7 Working with the Edit tickets By clicking on the ticket ID or the subject, you can display a ticket from the list to edit. Here you can: submit any additional comments change ticket attributes via the link on the outside right upload attachments via the link (pop-up) on the outside right change the status of the ticket Click on the save button to save your changes. Settings On the Settings page you can check your user data and indicate whether, under what circumstances, and with how much detail you want to receive notifications. Help Answers to additional questions can be found in the Manual (? button on the homepage).