Kapsch Customer Support System

Transcription

1 Leuvensesteenweg 540, b3 B-1930 Zaventem, Belgium Tel: Fax: [email protected] Customer Guideline for the Kapsch Customer Support System - Version 8.00

2 DOCUMENT HISTORY Revision Date Author Description of Change /07/2011 Johan Santamaria Initial version /10/2011 Carol Guns Add force close button and how customers can receive extra information. Flows modified. Possible for customers to assign to user of service desk /06/2013 Herwig Sterckx Modified the Customer Service work flow /01/2014 Herwig Sterckx Modified Chapter 3 Using dashboards /03/2014 Herwig Sterckx Modified the Customer Service work flow: - Added Support Request workflow - Changed Enhancement workflow /04/2014 Herwig Sterckx Modified the Customer Service work flow: - Added Update workflow /01/2015 Herwig Sterckx New version of the document for Service Delivery based on MOB P Ticket reporting process EN /06/2015 Herwig Sterckx Modified the Customer Service work flow: - Adapt Enhancement workflow to be in line with Update workflow /08/2015 Herwig Sterckx Prodata Mobility Systems, PMS, and all other reference have been replaced with Kapsch. The information provided in this manual is accurate at the time of publication and supersedes any other version. However, Kapschreserves the right to make changes without prior notice. This material is copyright and may not be reproduced, stored in a retrieval system or transmitted in any form or by any means in whole or in part without the express written consent of Kapsch. This material is confidential to Kapschand may not be disclosed in whole or in part to any third party nor used in any manner whatsoever other than for the purposes expressly consented to by Kapschin writing. MOB P Service Delivery ticket reporting process EN v8.00.docx 2 of 27

3 CONVENTIONS Typographical conventions The following typographical conventions are used in this document. The format Normal Italic code Blue Blue underlined is used to indicate normal text. new or emphasised words. file names and directory paths. computer output and code examples. references to other parts in the document, e.g. refer to Chapter xx - Technical specifications. a hyperlink to a web site, e.g. Icons The following icons are used in this document. The icon Note Caution Warning is used to indicate Useful information or tips. Read the text that follows carefully in order to avoid damage. Read the text that follows carefully in order to avoid injury. MOB P Service Delivery ticket reporting process EN v8.00.docx 3 of 27

4 TABLE OF CONTENTS DOCUMENT HISTORY... 2 CONVENTIONS... 3 TABLE OF CONTENTS... 4 PREFACE HOW TO LOGIN ON JIRA? CUSTOMER SERVICE WORKFLOWS Incidents workflow Support requests workflow Update workflow Enhancement workflow CREATING, EDITING AND MANIPULATING ISSUES How to create an issue? How to edit an issue? How to give additional info when asked for by Kapsch? How to approve or reject a solution? USING DASHBOARDS How to add predefined dashboards to your favourites? How to create your own dashboard? How to add an issue filter-result to your dashboard? HOW TO USE THE WATCHERS FEATURE? MOB P Service Delivery ticket reporting process EN v8.00.docx 4 of 27

5 PREFACE Scope This manual describes how to use the Kapsch Support System & gives an overview of the workflow for customer support issues. The screenshots in this manual are examples. They may differ from the actual screens displayed. Contact The manuals supplied with Kapsch equipment and software contain full guidelines for proper and normal use. In the unlikely event of any problem or malfunction, please contact Kapsch for assistance and further information. Up to date contact details can be found on References The following materials are to be used in conjunction with or are referenced by this document: JIRA User s Guide Terminology The following table contains a list of the most important acronyms/terms used in this document: Term Jira Gadget Definition JIRA (/ˈdʒi.rə/ jee-rə) is an issue tracking product, developed by Atlassian, used for bug tracking, issue tracking and project management. JIRA provides the ability to display summary information about project/issue data on the dashboard, through the use of 'gadgets'. Each gadget can be configured to display project and issue details relevant to particular users. MOB P Service Delivery ticket reporting process EN v8.00.docx 5 of 27

6 1 HOW TO LOGIN ON JIRA? 1. In your web browser, go to 2. Type in the username & password (that you received from Kapsch) 3. Click on the Log In button. Only usernames that were provided by Kapsch are able to login. If you don t have a username, please contact the Kapsch Customer Service to request one. Only Kapsch customers will receive a username & password. If you forgot your password or username, please use the link (next to the login-button) to receive an with your username and/or new password. MOB P Service Delivery ticket reporting process EN v8.00.docx 6 of 27

7 2 CUSTOMER SERVICE WORKFLOWS The following customer service workflows exist: Workflow Incident Support Request Update Enhancement Description You detected a bug in the current functionality of the software. You have a question or need assistance in some way. You require a small modification on an already existing functionality. You require completely new functionality to be developed. MOB P Service Delivery ticket reporting process EN v8.00.docx 7 of 27

8 2.1 Incidents workflow You can follow the progress of the analysis and resolution of your Incident in Jira. The workflow is as follows: You report an Incident. Customer Support analyses your incident. This analysis can have the following outcomes: The incident is confirmed and a solution is requested from our development teams. As soon as we have an estimate of effort, the Incident is assigned to a version with a release date. MOB P Service Delivery ticket reporting process EN v8.00.docx 8 of 27

9 The behaviour you described is incorrect. Customer Support describes why this is so. You will be asked to accept or reject this explanation. A specific action or more information is needed from you to do a proper analysis. You will be asked to provide this information. A specific action or more information is needed from a 3 rd party to do a proper analysis. The 3 rd party will be asked to provide this information. When the affected development team provides a solution and when testing has been done, Customer Support provides you with the solution and asks you to validate that this resolves the Incident you reported. You can either accept or reject the solution. When you reject, please describe why the fix is not acceptable. MOB P Service Delivery ticket reporting process EN v8.00.docx 9 of 27

10 2.2 Support requests workflow You can follow the progress of the treatment of your Support Request in Jira. The workflow is as follows: You file a Support Request. Mobility Systems Customer Support treats your Support Request. This can have the following outcomes: A specific action or more information is needed from you to be able to proceed with the Support Request. You will be asked to provide this information. MOB P Service Delivery ticket reporting process EN v8.00.docx 10 of 27

11 A specific action or more information is needed from a 3 rd party to proceed with the Support Request. The 3 rd party will be asked to provide this information. When Customer Support has dealt with the Support Request, Customer Support asks you to validate that the Support Request is treated to your satisfaction. You can either accept or reject. When you reject, please describe why the given support did not fulfil your request. MOB P Service Delivery ticket reporting process EN v8.00.docx 11 of 27

12 2.3 Update workflow You can follow the progress of the analysis and resolution of your Update in Jira. The workflow is as follows: You request an Update. Mobility Systems Customer Support analyses your update. This analysis can have the following outcomes: MOB P Service Delivery ticket reporting process EN v8.00.docx 12 of 27

13 The update is confirmed and a solution is requested from our development teams. As soon as we have an estimate of effort, the update is assigned to a version with a release date. The behaviour you described is incorrect. Customer Support describes why this is so. You will be asked to accept or reject this explanation. A specific action or more information is need from you to do a proper analysis. You will be asked to provide this information. A specific action or more information is need from a 3 rd party to do a proper analysis. The 3 rd party will be asked to provide this information. When the affected development team provides a solution and when testing has been done, Customer Support provides you with the solution and asks you to validate that this resolves the Update you reported. You can either accept or reject the solution. When you reject, please describe why the fix is not acceptable. MOB P Service Delivery ticket reporting process EN v8.00.docx 13 of 27

14 2.4 Enhancement workflow You can follow the progress of the treatment of your Enhancement in Jira. The workflow is as follows: You request an Enhancement. Mobility Systems Project Management analyses your enhancement. This analysis can have the following outcomes: MOB P Service Delivery ticket reporting process EN v8.00.docx 14 of 27

15 The enhancement you requested already exists (in some form). Project Management describes this. You will be asked to accept or reject this explanation. The request is unclear. You will be asked to provide more information. A specific action or more information is needed from a 3 rd party to analyse the request. The 3 rd party will be asked to provide this information. The quotes and solution proposals are approved and development is requested from our development teams. As soon as we have an estimate of effort, the enhancement is assigned to a version with a release date. When the affected development team provides a solution and when testing has been done, Customer Support provides you with the solution and asks you to validate that this resolves the enhancement you reported. You can either accept or reject the solution. When you reject, please describe why the fix is not acceptable. MOB P Service Delivery ticket reporting process EN v8.00.docx 15 of 27

16 3 CREATING, EDITING AND MANIPULATING ISSUES 3.1 How to create an issue? 1. Click the 'Create Issue' link at the top of the screen. The 'Choose the project and issue type' popup will be displayed. 2. Select the correct Project & Issue Type. 3. Click Create Note that this popup will not be displayed if: There is only one project and only one issue type for that project in your JIRA site. You click 'Create Issue' while browsing a project, and there is only one issue type for that project. You click one of the 'Create' icons while browsing a project. 4. Fill in the following information: Summary: A short but clear text (= mandatory field). Labels: Keywords that you can use to group incidents. This field is optional. This field is the same as the keywords field in Trac. Priority: Select a correct priority. Components: Select the relevant component(s) on which the problem occurs. You can select 1 or more components. If you think there are missing components, please contact the JIRA Administrator. Component/s Version: Please fill in the version of the selected components. Description: Please fill in as many details as possible, so that we can quickly diagnose and correct the problem. We recommend formatting the description as follows: o Describe the situation you are in: which devices are present, which data is available, is there anything specific or unusual to the items you work with? MOB P Service Delivery ticket reporting process EN v8.00.docx 16 of 27

17 o Describe the steps you took o Describe the results you expected o Describe the results you got Attachment: Optional. You can include screenshots that describe the situation or data and configuration files that are useful to reproduce the problem. Kapsch respects the confidentiality of all information provided. Attachments with sensitive data can be deleted after the issue has been resolved. MOB P Service Delivery ticket reporting process EN v8.00.docx 17 of 27

18 3.2 How to edit an issue? Issues can be edited and commented on at all times, in order to capture all relevant information that is discovered during the Incident resolution process. The History tab shows every action and who was responsible for the action, to give you complete visibility on what s being done to resolve your incident. MOB P Service Delivery ticket reporting process EN v8.00.docx 18 of 27

19 3.3 How to give additional info when asked for by Kapsch? When Kapsch Customer Support is investigating an issue, it is possible that an additional action or info from you is required before Kapsch Customer Support can continue its investigation. You can provide this information by clicking the Reply with info button and adding the extra info to the issue. MOB P Service Delivery ticket reporting process EN v8.00.docx 19 of 27

20 3.4 How to approve or reject a solution? When Kapsch has investigated the issue, the ticket will be assigned back to you in order to: Reject Fix: Then Kapsch will re-analyse the issue. Approve Fix: The issue will be closed. When you approve or reject a fix, a popup-screen will appear. Please fill in some comment why the fix is rejected or approved. MOB P Service Delivery ticket reporting process EN v8.00.docx 20 of 27

21 4 USING DASHBOARDS 4.1 How to add predefined dashboards to your favourites? 1. To add a predefined customer dashboard, select Dashboards Manage Dashboards in the upper left corner. 2. Now proceed as follows: a. Select the Search tab. b. Type in your search term in the search-field, e.g. customer. c. Click on the Search button. The search results show up, for example: d. Click on the star-icon to add the preferred dashboard to your favourite dashboards inside the Kapsch System. There are currently two types of predefined customer dashboards: Customer Dashboard: gives you a simplified view on your tickets. CDB-Customer dashboard: gives you an extended view on your tickets and on the tickets in the different state of the workflow. MOB P Service Delivery ticket reporting process EN v8.00.docx 21 of 27

22 4.2 How to create your own dashboard? 1. To add the predefined customer dashboard, select Dashboards Manage Dashboards in the upper left corner. 2. Now, click on Create new dashboard in the upper right corner. 3. Now proceed as follows: a. Mandatory field: Give your new dashboard a logical name. b. You can start from a Blank dashboard, System dashboard or from one of your favourite dashboards. For example: Suppose that you added the customer dashboard to your favourite dashboards, then you can create a new dashboard, starting from the gadgets on the Customer Dashboard. c. If the star-icon is yellow, that means that your new dashboard will be added to your favourite dashboards, simply click on the star-icon. d. Here you can select with whom (everyone, a specific group or project) you want to share your dashboard. e. Click on the Add button to create the new dashboard. MOB P Service Delivery ticket reporting process EN v8.00.docx 22 of 27

23 4. Click on add a new gadget to fill your new dashboard with gadgets. 5. Select you favourite gadgets, and click Finish to view your new dashboard. MOB P Service Delivery ticket reporting process EN v8.00.docx 23 of 27

24 6. For each gadget you must fill in some mandatory fields. After you have filled in the correct information, please click Save. Then your gadget will be displayed with the correct information on your dashboard. MOB P Service Delivery ticket reporting process EN v8.00.docx 24 of 27

25 4.3 How to add an issue filter-result to your dashboard? 1. First create an issue filter-result: a. Click on Issues b. Fill in the selection criteria you want. c. Click on the Search-button. d. Now a list of valid issues is visible, click on Views and choose On Dashboard 2. Click on Save to Dashboard. MOB P Service Delivery ticket reporting process EN v8.00.docx 25 of 27

26 3. Click on the Save-button. The result-list is now displayed on the selected dashboard. MOB P Service Delivery ticket reporting process EN v8.00.docx 26 of 27

27 5 HOW TO USE THE WATCHERS FEATURE? The Watchers feature is used when you want another user to see this particular issue besides the assignee. It is possible to add multiple watchers to a single issue. 1. Click on More Actions in the menu bar. 2. Select Watchers. The following window opens: 3. Introduce user name(s) in Add user(s) to watch list field. 4. Click Add. Only the users of Jira can be added. Please make sure that when you add a user that the Jira username is used and introduced as such: firstname.name MOB P Service Delivery ticket reporting process EN v8.00.docx 27 of 27