IssueTrak End User Training

Transcription

1 IssueTrak End User Training

2 Table of Contents GETTING STARTED... 3 PURPOSE... 3 DEFINITIONS... 3 SIGN IN... 4 INITIAL SETTINGS... 5 Security Question... 5 Initial Screen... 6 My Settings... 6 Changing your Password... 7 SUBMITTING ISSUES... 9 RECEIVING UPDATES FINDING ISSUES My SPP IssueTrak, My Issues Lookup Issue # Search Issues Page 2 of 17

3 Getting Started Purpose This document is intended to describe the methods for using IssueTrak to ask questions, or request information from Southwest Power Pool Contract Services. These questions or requests will be submitted as Issues. This web based tool has been implemented to improve Customer Service by providing a method for the Contract Services Customers and Stakeholders to interact with the Contract Services portion of Southwest Power Pool with tracking, logging and automatic updates of issues that are submitted. Definitions Organization Used to differentiate Contract Services, customers, and stakeholders from each other. Issues for one organization can be viewed by members of that organization only. Market and transmission will be assigned to separate organizations. Department Teams within Contract services; i.e., ICT WPP, ICT Planning, ICT Reliability, ICT Tariff, ITO Home Page The page users see when they log in. The default home page is My Issues this page allows you to view and access tasks assigned to you. Issue Issues are submitted by Stakeholders or Customers as a request for action or information from Contract Services. All issues are assigned to the designated department. Quick Pick Quick Pick is a feature customers/stakeholders will use to submit Issues. Tasks are automatically assigned when the customer selects a Quick Pick. This ensures the issues are assigned to the correct department and the tasks are assigned to the correct person. Type The Issue Type is automatically selected by IssueTrak based on the Quick Pick selected and designates the department to which the issue will be assigned. SubType The Issue SubType is automatically selected by IssueTrak based on the Quick Pick selected used to specify the type of issue being reported. Page 3 of 17

4 Sign In 1. Go to 2. Supply your User ID and password. 3. Click Sign In. Page 4 of 17

5 Initial Settings Security Question The first time you sign in, you will be asked to save a security question. Page 5 of 17

6 Initial Screen My Settings 1. From the Main Menu, select the My Settings hyperlink. Page 6 of 17

7 2. In the screen that displays: Verify or update your personal information and time zone. Select a Home Page. The default is set to the Submit an Issue page. Changing your Password 1. From the Main Menu, click the Change Password hyperlink. You will be prompted to answer your security question. Page 7 of 17

8 2. Select and answer your security question, then click Submit. 3. Fill in your new password, retype your new password. 4. Click Change Password. Page 8 of 17

9 Submitting Issues This screen will be used to submit issues to the teams within Contract Services for SPP. 1. From the Main Menu, select the Submit an Issue hyperlink to display the issue template. 2. Select a Quick Pick from the drop down box. This will pre-populate the fields on the rest of the screen. This is the method that should be used to ensure proper routing of your request and provide the timeliest response to you. Page 9 of 17

10 Behind the scenes, IssueTrak: assigns the issue to the designated department within Contract Services assigns tasks to the designated assignee within the appropriate department captures your organization information based on userid submitting the issue. NOTE: Do NOT modify the Issue Type or SubType after selecting a Quick Pick. This could cause issues with the task assignment to resolve your question. 3. Enter a subject in the Subject field or leave the information as defaulted. 4. Enter your question, information, or request in the Full Description text box within the issue submission form. Page 10 of 17

11 5. If you wish to include an attachment, check the box by Include Attachment(s). 6. Click Submit Issue. Contract Services 7. You will receive a message that your issue was submitted: The issue number and a link to the issue are provided at the top of the page. If you selected Include Attachment(s) in step 5, you are prompted to upload and save attachments. Note: You can add an unlimited number of attachments, but may upload only three at a time. 8. You will receive an confirmation that the submission has been accepted. The will contain a hyperlink to the issue within IssueTrak. Login is required to view the issue from the hyperlink. Receiving Updates As the issue is worked in the IssueTrak system, the submitter should receive notifications when tasks are complete, notes are added, and when the issue is closed. Page 11 of 17

12 Finding Issues Within the IssueTrak system, you can find any issue(s) you have submitted. These will be available from the menu options: 1. My SPP IssueTrak, My Issues 2. Lookup Issue # 3. Search Issues My SPP IssueTrak, My Issues On this screen, As Submitter (#), under Show Open Issues is a hyperlink to a list of all open issues you have submitted. Select the hyperlink to display the open issues by the submitter. Page 12 of 17

13 Each open issue is listed and can be selected from the hyperlink. This displays the issue and any notes that have been added. Page 13 of 17

14 As the submitter, you can add notes to the issue that is open. In some cases the person working your issue may need more information from you to proceed. The Add Note button will provide you with a method to include notes for the issue. Once the note is added, it is displayed within the view of the issue. Page 14 of 17

15 Attachments can also be added at this point by using the Main Menu Option under Issue Detail for Attachments. Page 15 of 17

16 Lookup Issue # 1. Select Lookup Issue # from the Main Menu. 2. Enter the Issue Number and select Lookup Issue. This issue will be displayed in the View screen with options to add notes or include attachments. Page 16 of 17

17 Search Issues By Selecting Search Issues, you can specify which issues you would like to view. The system automatically limits the search to your Organization. Page 17 of 17

18 Issuetrak User Account Set Up Request First Name Last Name Title Phone, work and cell Mailing Address City State Zip Company/Division Marketing, Transmission Time Zone the information to