R M S T r a i n i n g T o o l

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Dorothy Carroll
6 years ago
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1 RMS Training Tool

2 Table of Contents RMS IssueTrak...3 SPP Request Management System (RMS)...3 My SPP RMS...4 Dashboard... 4 Dashboard Settings... 5 My Requests... 6 My Settings... 6 Change Password... 6 Submit Request...7 Quick Pick... 8 Request Status... 8 Request Type... 8 Subject... 8 Full Description... 8 Severity... 8 New Note... 8 Include Attachment(s)... 8 Submit Request... 8 Search Requests...9 Request Status Global Status Request Class Priority Request Type Search All Settlement Type Charge Type Dispute Amount ($) Operating Day Start Interval / End Interval Statement ID / Transmission Customer / Settlement Location / Withdraw Comments Request Management System Page 1

3 Submitted By / Entered By / Assigned To / Assigned By / Next Action / Closed By / Organization / Department Cause Date Opened / Date Closed Total Time Open / Adj Time Open / Labor Hours Lookup Request #...11 Calendar...11 Knowledge Base...11 Reports...12 Request Management System Page 2

RMS IssueTrak SPP Request Management System (RMS) The RMS is a Web-based application designed to capture any requests, questions, suggestions or problems you might have.

4 RMS IssueTrak SPP Request Management System (RMS) The RMS is a Web-based application designed to capture any requests, questions, suggestions or problems you might have. The SPP system allows users to view issues, submit requests and search or lookup submitted requests. The SPP system also contains a knowledge base and a reporting tool. Request Management System Page 3

5 My SPP RMS The My SPP RMS page allows users to select from different views. Dashboard The Dashboard is a user-specified display of At-A-Glance statistics. Request Management System Page 4

6 Dashboard Settings This sub-menu option allows you to define your personal Dashboard preferences. Users can select a panel to be displayed from the drop-down and then add that panel to the left or right column. Request Management System Page 5

7 My Requests The My Requests page displays Global and Open requests as well as any reports that have been supplied to the user or created by the user. Reports can be run, edited or deleted from this page. My Settings The My Settings page displays personalized settings for the user and allows customization of view preferences. Change Password The Change Password page allows users to update their password. Request Management System Page 6

8 Submit Request The Submit Request page allows users to submit requests to the RMS for review. The field names below are used in the submittal of requests. Request Management System Page 7

9 Quick Pick The Quick Pick drop-down allows users to select: General Inquiry, Marketplace CBA, Marketplace ICCP, Marketplace Market Systems, Marketplace Market Trials, Marketplace Participant Training, Marketplace Portal, Marketplace Readiness & Metrics, Marketplace Registration, Marketplace Regulatory Tariff Compliance, Marketplace Settlements, Marketplace TCR. Request Status The Request Status drop-down automatically populates that field with Open. Request Type The Request Type drop-down is required field, however, the drop-down option automatically populates when after a Quick Pick selection is made. Subject The Subject field is a required field and allows the user to describe the subject of the request. The subject field should contain a short statement or title describing the issue. Full Description The Full Description field is a required field and should contain a complete description of the issue. Severity The Severity field will be populated after a selection is made in the Quick Pick drop-down. New Note The New Note field can be used for additional information after the request has been initially submitted. Include Attachment(s) The Include Attachment checkbox allows users to browse for and select files for attachment to the submittal. Checking the Include Attachment box will display the Attachments for Request number page. The attachments page allows users to browse for attachments and then Save to submit the request. Submit Request The Submit Request button initiates the submittal of the request. Request Management System Page 8

10 Search Requests The Search Requests page allows users to find previously submitted requests. Criteria are selected using the fields and drop-down menus. Requests meeting the selected criteria are returned. Request Management System Page 9

11 Request Status The Request Status drop-down allows the user to select the request status of Open or Closed. Global Status The Global Status drop-down allows users to select Global or Linked. Selecting Global as criteria for the search will return the parent issue. A Global issue will affect multiple users before it is resolved. Linked issues are issues similar to a pre-designated Global issue and can be linked to that Global issue as children. Selecting Linked will return issues that have been linked to a parent issue. Request Class Request Classes; General, Incident, Problem, Change Request, Dispute are used as criteria to filter the class of the issue. Priority Selecting, Critical, High, Medium, Low from the drop-down will return the corresponding issues with that priority denoted on the request. Request Type With a check in the Show Inactive Request Types checkbox the selections, Settlements Disputes, Customer Inquiry, Hardware, System and Network are displayed. If the box is unchecked Customer Inquiry will be the only available entry. Selecting one of these request types will return issues of that request type. Search All The Search All field allows the user to enter text which will be used to search the entire request. The subsequent fields; Subject, Notes, Solution, Resolution, Proposed Resolution, are also text fields that will return issues in those fields with the matching text placed in the search field. Settlement Type The selected settlement type, Initial, Final, Resettlement will be used to return the associated issues. Charge Type There are 51 different Charge Types to select from. Selecting a specific charge type here will return issues with that charge type. Dispute Amount ($) Entering an amount here will limit the returns to those issues that meet the amount entered in this field. Operating Day Selection options for the operating day drop-down allow the user to select a time period. The selections will then display in the Start and End field. Results will be curtailed using the available criteria. Request Management System Page 10

12 Start Interval / End Interval Selections in these fields will limit the returns to those issues matching selected criteria. Statement ID / Transmission Customer / Settlement Location / Withdraw Comments These fields are text entry fields and wildcard searches can be used within these fields to return matches. An asterisk can be used as a wildcard to fill in for possible characters within the searched field. Submitted By / Entered By / Assigned To / Assigned By / Next Action / Closed By / Organization / Department These fields are populated by clicking on the magnifying glass and selecting the desired name entry. Some of the entries have additional qualifiers (Ever Assigned To, Ever Next Actioned, Requests Submitted/Entered By/Next Action To, etc) that can be checked or selected to fine tune the criteria. Cause This drop-down contains System Problem, Procedural Error, Hardware Failure, and Documentation and will be used to reduce the search returns to issues with the selected cause. Date Opened / Date Closed This field allows users to select a date range wherein the issue was opened or closed. Total Time Open / Adj Time Open / Labor Hours These fields can contain values further limiting the search returns. Lookup Request # The Lookup Request Number allows users to search for a request by providing the number assigned. Calendar The Calendar page displays events assigned to the user. On the List All page the user can filter and view events. The Add page allows users to add a calendar event. Out of Office view is used to state when members are out of office, for how long and gives the option to re-assign issues to another person or group. The View option allows user to change the settings for viewing the calendar. Knowledge Base The Knowledge Base is a virtual library of information which may include answers to frequently asked questions, standard procedures, known resolutions to issues, etc. Request Management System Page 11

13 Reports The Reports page provides a list of summary reports. Select a report and click Run to view the report. Request Management System Page 12

IssueTrak End User Training

IssueTrak End User Training 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