ITS Issue Tracking System

Transcription

1 ITS Issue Tracking System Team Lead and Manager Training November Willis Towers Watson. All rights reserved.

2 What is ITS? Issue Tracking System (ITS) is web-based software that manages and maintains lists of issues Commonly used to create, update, and resolve reported issues, enhancements and developments by way of a ticket Tickets are referred to as an ITS An ITS (ticket) is an element within the issue tracking system which contains information about an issue, enhancement, update or development for current or upcoming projects An ITS is worked on by a third party (Tech Team, KB Team) and requested by an end user It captures the work flow, timeline and progress of the issue 2

3 What is ITS used for? Service Center Systems Knowledgebase Updates Resolving/Researching certain system issues Recording IVR Scripts Setting up Clients in MCCH Acquiring TFNs (Toll Free Numbers) for projects Opening / Closing Phone Lines Assigning CLIK CBTs Client Systems Tracking and Reviewing Change Orders For MCCM only, uploading Participant Data into System 3

4 Navigating Navigating ITS 4

5 ITS Manage Screen URL : The MANAGE screen is where most of the user s activity will occur. It is divided into three sections: (1) Left Section Search Pane (2) Right Top Section Issues Grid (3) Right Bottom Section Details of an Issue

6 Search Pane The search pane organizes your ITS search queries by utilizing dropdowns differentiating the separate ITS tickets. Project This dropdown list only shows if you are eligible for more than one project. When it is visible, you will see all the projects that you are a part of. (Call Center, specific clients, etc.) Group This dropdown displays a group specific list. Some examples are: Call Center, Tech Team Status This dropdown displays a status specific list : Open / Closed Priority This dropdown displays an urgency specific list : Low, Normal, High Type This dropdown displays a project area specific list: Admin, ESS, Other, etc. Lifecycle This dropdown displays a current status specific list : Review Needed, Pending, Approved, In Development Category This dropdown displays an issue type specific list : Task, Bug, Issue, etc. Reason This dropdown displays a reason specific list Assigned This dropdown displays a list organized by whom the ITS Ticket is assigned to Test By This dropdown displays a list organized by whom the ITS is assigned to test it by after it s completion Opened This dropdown displays a list organized by whom opened the ITS SEARCH FIELD This is the general search field and will allow you to locate a specific ITS by keywords in it s title/description or the ITS number 6

7 Issues Grid The Issues Grid is the main display for the ITS tickets. It will display any ITS you had requested a search for and will default to the issues assigned to you either as the main worker or tester. The issues grid has several indicating information fields which organize the ITS within the specific search ID An automatically-generated number when you create an issue. Subject The main subject/description of an ITS ticket used to differentiate the separate ITS issues. Due Date An optional date used when creating an ITS to signify when the ITS should be completed or it s due date. Type Displays what type of ITS the issue is : Admin, ESS, etc. Lifecycle Displays the current lifecycle of an ITS: pending, approved, in work, complete. Assigned Displays whom the ITS is currently assigned to: Individual User, Tech Team, KB Team, etc. Pages The Page area will allow to navigate in between all the issues displayed in the Issues Grid. 7

8 Detail of an Issue Notes The Notes section is where all the information of the work within the ITS is captured, this is where the User requesting the ITS gives a description to the individual or group working on the ITS what is required/requested. The individual or group working on the ITS will enter the notes of what work they performed and what if any follow up action or test would be needed. Links The Links can be used to connect 2 separate ITS together by linking both issues. Once the link is created it will allow you to go from one issue to the other without having to search for it. Attachments The Attachments is used to attach outside files to the ITS such as: word docs, PDFs, Excel files, etc. NOTE: The ITS must be saved before you will be able to add an attachment. History The History is used to show the history of an ITS: when it was opened, when a link was attached, etc. 8

9 Issues (Tickets) Opening/Working an ITS (Ticket) 9

10 Opening/Working an ITS Ticket To open a ticket you must make sure certain parameters are met/used 1. Make sure you are in the correct Project, if not in the correct project the New Issue Button will be greyed out. 2. By clicking New Issue you will create a new ticket and it will be assigned an Issue ID number. 3. Make sure the required fields are selected for this issue; Subject, Group, Status, Type, Category, Due Date (if needed), Reason, Assigned, Priority, Lifecycle and Test By. 1. You will then want to enter the Notes indicating what is required for the issue. 4. Once all parameters are entered you will select Save Issue. After saving the issue it will automatically send an to the Assigned and Test By users to notify them

11 Opening/Working an ITS Ticket (Cont d) 1. If needed you will want to Link an ITS or Attach any needed file to the ITS. You will want to do so by going to the appropriate tab and selecting New Link or New Attachment buttons. Follow the appropriate instructions, allowing you to add an attachment or link to another ITS. 2. Once the issue is worked on by the third party they will adjust the Lifecycle and re-assign it to the next appropriate party, another user/group, or the Test By user. 3. Finally once the issue is reviewed by the last user/group (typically the person that opened the group assigned as the Tester) they will change the Status to Closed and Lifecycle to Complete. NOTE: Once saved, it gives you the option whether to send a summary . If you hit Cancel, the issue will still be saved

12 Writing Effective ITS Notes When opening an ITS make sure your description and notes are clear and concise Ensure they describe what you would like accomplished through the ITS An example for a good ITS Note provided for a Knowledge Base Update KB> Plan Design> Pension> Hourly Plan> Early Retirement> 3rd bullet: A supplementary monthly pension benefit of $1000 will be paid to members who retire under Rule of 70/80 or Rule of 65 Special Retirement Pension (for more information contact Pension Admin team <- create link to Escalations process. Utilize this same thought process when requesting any form of ITS Make sure the note is concise and describes any and all actions you will need for the ITS to be completed 12