IMTF Ticket Management Cricket User Guide JIRA v7.1.x

Transcription

1 IMTF Ticket Management Cricket User Guide JIRA v7.1.x

2 August 2016 Page 1 / 28 Copyright Informatique-MTF SA All rights reserved, Route du Bleuet 1, CH-1762 Givisiez, Switzerland. While every reasonable precaution has been taken in the preparation of this document, IMTF or its subsidiaries assumes no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein. The information contained in this document is believed to be accurate. However, no guarantee is provided. Use this information at your own risk. This product is distributed under licenses restricting its use, reproduction, distribution, and decompilation. No part of this product may be reproduced in any form, by any means, without the prior written authorisation of IMTF and its licensors, if any. Third-party software, including font technology, is copyrighted and licensed from IMTF suppliers. Documentation is provided as is and all express or implied conditions, representations and warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, are disclaimed, except to the extent that such disclaimers are held to be legally invalid. Your feedback is much appreciated and will help improve later versions of this document. You may reach us by at: info@imtf.ch.

3 August 2016 Page 2 / 28 Table of Contents 1 Document Information What s in this guide? Conventions used in this guide Objective Cricket functionalities Architecture and security Ticket workflow Status description Notifications Changes in JIRA version 7.1.x Project Issue Overview Issues drag and drop attachments Login Your dashboard Logout Creating a new ticket Setting the priority Details: Setting the description Ticket view Comments Rules using comments Who can view your comments? Validating your comment Attaching data, file or screenshot to a ticket Resolution status Create a new filter Saving a filter Who can access my filters? Edit permissions Find issues Document revision information 27 8 Document properties 27

4 August 2016 Page 3 / 28 1 Document Information Cricket is the IMTF ticket management system, which allows both clients and IMTF engineers and administration to process trouble tickets and requests via the internet and in real time. This user guide is based on the current Cricket version 7.1 This manual is intended to assist IMTF customers. It describes: The process and functions in order to have direct access to our online customer help service How to open a ticket and enter data on an issue and How to facilitate and view online consultation of open tickets. 1.1 What s in this guide? This HELP guide is divided into the following topics and chapters: Cricket functionalities and ticket workflow Creating new tickets Searching for tickets and creating filters 1.2 Conventions used in this guide Indicates a general note Indicates a warning or caution 1.3 Objective IMTF wishes to give customers direct access to the issue database. The intention of this on-line ticket tracking tool is to improve the whole service of our customer support: transparency, precision of the information exchange, improvement of diagnostics and reaction time. By this means, we hope to tighten the cooperation with our customers and to increase their level of satisfaction in our service. IMTF s Group Customer Support provides a tool to follow up issues (tickets or incidents). If a customer observes a problem with their system, they open the Cricket system, initialize an online- ticket and describe the problem encountered. IMTF Customer Service overtakes and opens the ticket, verifies and assigns it to an engineer. The customer (authorized user) is informed about the whole process through the ticket itself and via notifications, which allows them to follow up the issue from the beginning to its resolution. At any time the customer may act on the ticket by adding comments or information to it.

5 August 2016 Page 4 / 28 2 Cricket functionalities The customer accesses the system via the Internet (see login description further on). After a successful authentication, they have the following options and functions at their disposal: Ticket opening The customer can enter an issue directly. Several pre-defined fields, some of them mandatory, allow a precise description of the issue. A comment must be entered in a specific text field. The customer can also choose the priority level of the ticket, which will determine how the case is to be handled. Entering a comment on a ticket Any time during the lifecycle of an open ticket, the user can add a comment to the ticket (further information, dialogue with the customer support, question answer) or data like log-files or print-screens. Tracking a ticket s (incident) progress The user can follow-up and check the progress of resolving a ticket (incident) in real time: change in status, actions taken by the engineers, comments of the contributors. The user interface is configurable and the user is able to create the presentation according to their needs. 2.1 Architecture and security When a customer makes a request to the protected site (via SSL) they are automatically redirected to a server situated in our DMZ.

6 August 2016 Page 5 / Ticket workflow Below you find a simplified process diagram scheme describing the evaluation of a trouble ticket. The boxes marked in blue represent the statuses the client is able to set. All other status settings (in red) can only be set and modified by the IMTF staff. Hold Submitted Opened In Progress Resolved Closed Rejected Reopened 2.3 Status description Status Submitted Opened In Progress Hold Rejected Resolved Closed Reopened Definition A problem or request is submitted to the IMTF customer support by the client. Making the issue ready for the assignee to start work on it This issue is being actively worked on by the assignee. Ticket is set on a "standby" mode, due to missing information or non-clarified circumstances. This issue is a duplicate or an invalid request (e.g. because of a bad operation and/or because the error is not reproducible as described in the ticket). A resolution has been taken and is awaiting verification by the reporter. From here issues are either reopened or closed. The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. The issue had already been resolved or closed, but the resolution was deemed incorrect. It is again marked unresolved.

7 August 2016 Page 6 / Notifications Please note that the system will automatically generate notifications for certain activities on ticket-level. The following activities (marked in blue) release s with titles like: [IMTF Customer Support] (HYS-787) Database error Activity Issue Created Issue Updated Issue Assigned Issue Resolved Issue Closed Issue Commented Issue Reopened Issue Deleted Issue Moved Notifications sent to Reporter, Customer Support Assignee, Reporter, Customer Support, All Watchers Please do not reply directly to the notifications! They are generated by the Cricket system and replies are not forwarded to the originator. Your communications might be lost. Please ensure you follow the below instructions when you want to answer on a ticket you receive a notification for. This procedure is required to maintain an optimum of transparency on ticket-level and efficiency for the resolution of pending tickets. The correct procedure is as follows: An answer must be entered in form of a comment directly into the ticket. You have to open the ticket in the Cricket system first (a simple way is to follow the link provided in the notification mail). any message Key: STO-999 URL: Project: New Project On top of the displayed ticket you have the possibility to insert a comment (click on comment) or to attach files or attach screenshots clicking on More Actions (see chapter ).

8 August 2016 Page 7 / 28 3 Changes in JIRA version 7.1.x The most relevant new features of Jira v7.1.x related to our customers are the changes in screen layouts and ability to drag and drop files to an issue. 3.1 Project Issue Overview The new project issue view gives an expanded view of any issue, from within the issue navigator of the project. Automatically the first view given for a Project is a list of all Unresolved issues on the left side and also the details of the first issue on the left as shown below. To expand the issue, just click on this icon in the top right hand-corner.. Side bar project navigation Icon Name Description Issues The Issues icon gives you the default view of the Unresolved list of issues on the left and the preview pane on the right. Reports The Reports icon gives you the options to select various different types of reports for the project.

9 August 2016 Page 8 / Issues drag and drop attachments The issues panel is more or less the same but now it is also possible to drag and drop an attachment to your issue.

10 August 2016 Page 9 / 28 4 Login URL : On top of the IMTF homepage, click on Customer Support Insert Username and Password. Username and Password will be provided at the account-initialization and delivered by .

11 August 2016 Page 10 / Your dashboard After the login, you are directed to your dashboard containing a box with quick links and boxes containing standard and individual filters to list and control your tickets. The dashboard screen looks very similar to previous version. 4.2 Logout To logout, please click on the user toolbox on the top right side of the dashboard and choose the Log Out button.

12 August 2016 Page 11 / 28 5 Creating a new ticket Select Create and the below Create Issue popup will appear. First select the Project Name (required information), please select the product to which the problem or error is related to (see below). In a next step, you are directed to a new screen to select the Issue Type (category of request):

13 August 2016 Page 12 / 28 The issue type is limited to Ticket, New Feature or Improvement. For errors and problems that are covered by our maintenance contract, choose Ticket to open an issue in the Cricket system. Issues not covered by maintenance are either New Feature or Improvement. Next, you are directed to select the following three important values: Name Security Level Summary Priority Description Available for all system users Private issue, only viewable by your team and IMTF Summary of the issue being created Priority level, defining the impact of the error While the option None in the Security Level field is available, the selection of a security level is compulsory. Please select your dedicated security level from the available list. The Summary should have a recognisable value and describe the problem in a short (max. one single line) and significant manner. Summaries in the form of a whole paragraph will be shortened by the IMTF Customer Support, transferring the removed information into the Description field. For the Priority setting, please refer to the following chapter Priority Settings in this manual.

14 August 2016 Page 13 / Setting the priority Setting the priority will determine the way in which the ticket is initialized and if an escalation is taking place. In this context, please choose carefully the status values Blocker and Critical. Priority Blocker Critical Major Minor Trivial Definition Blockage of data processing or standstill of production process Crash or dysfunction of parts of the system or platform Major loss of functionality without a heavy impact on the whole system Minor loss of functionality, an easy workaround is possible Cosmetic problem like misspelt words or misaligned text The setting of the priority is reserved to the reporter of the ticket. The IMTF customer support staff is authorized to downgrade or upgrade the priority level and will document this. The customer (reporter of the ticket) has the opportunity to always downgrade or upgrade the priority setting. Any modification of the priority level should be declared and briefly justified in a comment inside the ticket. After resetting the priority, you have the possibility to go down the page and place a comment and validate with Update.

15 August 2016 Page 14 / 28 Priority level guideline Database server Network Application server ZV/2 system Holdmail Retrieval function Embargo Archival function Backup function AML scoring functionality AML database server Database Network ZV/2 system Holdmail Retrieval function Workstation Peripheral devices ZV/2 system AML application server Archival function Backup function Holdmail Retrieval function Workstation Peripheral devices Backup/Migration function AML functionality Other HYPERSUITE components BLOCKER No availability No availability No availability Major loss of function Major loss of function Major loss of function Major loss of function CRITICAL No availability No availability No availability No availability Massive performance problems Massive performance problems Massive performance problems Massive performance problems Massive performance problems MAJOR No availability or performance problems No availability or performance problems No availability or performance problems No availability or performance problems Massive performance problems Massive performance problems Performance problems Performance problems MINOR Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Temporary performance problems and/or minor loss of function Cosmetic modifications and/or updates

16 August 2016 Page 15 / Details: Setting the description Next, click on the Details tab to provide a detailed description of the issue or request. A detailed and precise Description will contribute to an efficient and faster resolution process of the ticket. Examples for a detailed description of the issue: Are users or departments directly concerned? Which functions or applications are affected? Is this the first time the error occurred? Are the phenomena known or similar to former error situations? What is the personal estimation or suspicion concerning the problem? Can you further describe any other observations? Can you deliver information like files, print screens or s?

17 August 2016 Page 16 / 28 Examples: Summary Description Summary Description Summary Description Unload error drive 0 on device xyz Hardware error occurred during the night. An orange lamp is blinking on the device. Only the archival process in blacked. But we do need the device tonight to archive the daily production. Database error Error occurred on the screen of the workstation using the function import values for document It is possible to run the application for all other input data. We think it is possible that the data were already indexed. Can you delete the job in the database? Problem with the daily upload of Siron Since Monday 25 we have a problem with the daily upload. Please check the attached log files. We verified that there were no double transactions in the file INPUT, but the application tells us there are double transactions. How can we resolve this problem now? After writing the Description you have the possibility to attach log files or print screens to the ticket. However, it is possible to attach files at any time to the ticket as long it is in the status open. Either Drag and Drop the file to the ticket or click on the Browse button and select the file(s) from your device(s).

18 August 2016 Page 17 / Ticket view Most important information will be found on the upper part of the ticket body: To get further information about the ticket history, it is generally most useful to set the lower Activity part on Comments mode: In this view you can directly insert a comment into the ticket (lower part of the ticket).

19 August 2016 Page 18 / Comments Having created the ticket, you can use the Comment and Attach file or Attach Screenshot function All communication concerning a ticket can be set through inside-comments, principally Delivering an information Requesting an information Click on the Comment button and edit inside the text field which will open to your right:

20 August 2016 Page 19 / Rules using comments Comments are the main interface to exchange information related to a ticket. They are meant to document the status of a ticket in a transparent manner. You are free to address yourself to a specific person involved in the resolution process. You are free to address yourself to all persons involved in the resolution process. The comments should not be extremely long (e.g. through copy and paste of log files) Very large amounts of technical information (data files) should be attached as files. All important information and requests should be edited as inside-comments (and not in separate s). Please refer to the chapter Notifications in this manual. 5.6 Who can view your comments? If you want to keep comments private, you can choose the Viewable By button to limit the user list which will be allowed to view your comments. If you limit who can view your comments and they contain important information or requests relevant to the assignee (the engineer who is working on the resolution of the ticket) then they may not be able to see the information needed to do their job. Generally, it is preferable to always use All Users. It means, all users of this specific client and the IMTF staff can view these comments, but users from any other clients will not be allowed to do so.

21 August 2016 Page 20 / Validating your comment After terminating your text, it is necessary to click on the Add button to store your comment into the ticket. Complex explanations (editing takes a longer time) should be temporarily saved on your desktop or in a temporary file and then be inserted into the Comment field, to avoid the loss of data. Before adding a comment within a ticket, it is always possible to change who is able to view the ticket. If you decide not to proceed with the comment, just click on Cancel. Please note that the whole comment will be lost if you leave the page or click on Cancel. Once you click on Add, the comment will be added to the ticket and published. However, if necessary to delete a comment afterwards, please request it to the IMTF support who will be able to erase such a comment from the system.

22 August 2016 Page 21 / Attaching data, file or screenshot to a ticket Attaching any type of file can be very useful for analysis and resolution of a technical problem. It is possible to add this information by the following: Use the More and, Attach Files menu Drag and drop from your desktop or file system Browse for a file Attach a screenshot: after taking the screenshot, click anywhere on the Attachments panel and use CTL V to paste. The screenshot will appear in a popup and you will be asked if you want to upload it. To be able to use this feature, the first time you use it you may be asked to update your version of Java for Windows. Speak with your IT Department regarding this.

23 August 2016 Page 22 / Resolution status Please refer also to the chapter Ticket Workflow in this manual. After an obvious resolution of a problem IMTF will set the ticket on status resolved. After a successful processing of a trouble ticket this fact should be reported and become transparent inside the ticket. This can be a simple confirmation by the customer (in a comment like it works, you can close the ticket ). It can happen that IMTF is requesting to report the current status of a problem to be able to close it. After having received the confirmation from the reporter, IMTF will set the ticket on status closed which represents the end of a normal lifecycle of a ticket. A closed Ticket can be reopened whenever the same error should reappear. Different from that, non-resolved tickets can be set on following status: Resolution status Fixed Won't fix Duplicate Incomplete Cannot reproduce Verified Next Release Done Definition A fix for this issue has been realised and tested The issue cannot be fixed (by reported reasons) The problem is a duplicate of an existing issue The report and description of the issue is incomplete This issue is a duplicate, invalid or not able to be reproduced. The reported resolution is awaiting a verification by the reporter The issue or maybe new feature/improvement request has been fixed and available in the next release. Depending on the issue and request, sometimes Done is a more appropriate resolution than Fixed, once the ticket is complete. The setting of the above status values is reserved to the IMTF customer support staff.

24 August 2016 Page 23 / 28 6 Create a new filter If you need a more individual selection of ticket parameters, you have the possibility to create your own set of filters, allowing you to get a quick overview on what you want to see. Select the Create Filter option from the Favourite Filters box to create a new one: You can immediately start to select filter parameters at the top of the page are the drop down filters to make your selections from. If there are not enough options visible go to More and check the categories you wish to add. The selection of parameters is depending on your needs and priorities limiting the view on your tickets. Please note that you can delete and modify existing filters.

25 August 2016 Page 24 / Saving a filter After selecting your filter settings, automatically the results list will appear. To save this search filter to use in the future, click on Save As and a pop-up will ask you to give this new filter a name. After clicking on Submit the new filter will appear on the left side Favourite Filters list

26 August 2016 Page 25 / Who can access my filters? Edit permissions To determine who can use your filter, open the filter, click on Details and then Edit permissions and options will be provided. You can edit the filter name, description, whether it is shared or not and with whom it is shared.

27 August 2016 Page 26 / Find issues There are several ways to search and find tickets including a quick search to find one specific ticket or using the search filter to identify a group of tickets. The Quick Search method is perfect for finding a specific ticket very quickly. It is a full-text search field visible on the top right side of the screen and visible on the Dashboard as soon as you login. If looking for a very old ticket in the past we find this is a very effective method to use. It offers a full-text search on the whole content of the tickets and delivers the possibility to search for ticket ID s, usernames, error codes and other meaningful strings. It searches all the data held in the Comments field of tickets but it isn t able to search in the attachments of tickets. The Search for Issues method from the Issues menu, allows users to set specific criteria on the search parameters to retrieve a list of all related tickets. It is also always possible for the User to save these searches as new filters as described previously.

28 August 2016 Page 27 / 28 7 Document revision information Date Version Revision Author First release PPE / PET Revision EAL Update (including chapter 3.2 priority levels) EAL Updating Documentation to JIRA version EAL Update chapter 3x, 4.3, Color adjustment EAL Reviewed and updated document to be in-line with new system upgrade to JIIRA 6.2. MBR Update to JIIRA version 7.1 MBR 8 Document properties Version 5 Public August 22nd, 2016 MBR IMTF, 2016