World Programming Issue Tracking System Doc ref: ITS 040717-en
Contents About the System... 2 Software... 2 What Can You Access... 2 Automatic Emails... 2 Accessing the System... 3 Use Your Web Browser... 3 Login Details... 3 Access Restrictions... 3 Using the System... 4 Issue Tracking Main Page... 4 Action Bar... 4 Creating a New Issue... 4 Displaying a Specific Issue (Quick Search)... 5 Listing Specific Issues (Advanced Search)... 5 Updating an Existing Issue... 5 Adding a New Comment to an Existing Issue... 6 Attaching Files to an Existing Issue... 6 Adding a User as a CC... 7 Marking an Issue as Fixed... 7 Marking an Issue as Closed... 7 Understanding Issue Severity... 8 Page 1 of 9
About the system Software The World Programming Issue Tracking System is based on a software application known as Bugzilla. It allows you, the end user, and World Programming developers to record and track issues through to a resolution. The issue tracking system can be accessed from any standard web browser. You do not need to install any software on your PC. What can you access The system only allows you to access records that are logged against your company. This includes: Issues that you have personally entered. Issues entered by any colleagues in your company. Issues logged under your company's account by members of staff at World Programming. For reasons of information security and data protection, you cannot list or search issues logged by other companies or internal issues logged by World Programming. Automatic emails Once you have raised an issue or attached yourself to an existing issue opened by somebody else (refer to the section Adding a User as a CC later in this document), you will receive emails from the system every time that issue gets updated with a comment, question, resolution, etc. You should not reply to these emails via your standard email system. Instead, click on the hyperlink located near the top of the email. This opens the issue tracking system at the appropriate issue, where you can type in your reply/comment directly. Page 2 of 9
Accessing the issue tracking system Opening the issue tracking system in your Web browser To access the system, type the following URL into your Web browser: https://issues.worldprogramming.com You require a valid user name and password to log into the system in order to use it. Login details Your personal user name and password can only be created and issued by World Programming. To set up a user account on issue tracking system, we require the user's real name and work e-mail address. Please note that we do not accept private e-mail addresses, for example e-mail hosted by yahoo, gmail, or hotmail. Access restrictions Access to the issue tracking system by any company outside of World Programming is restricted. This means that access is not open for every WPS end-user in a company. Please do not share your personal login details with anyone else. If you need other users to access the issue tracking system, please notify us, and we will create accounts as required. Page 3 of 9
Using the system Issue Tracking System main page When you enter the issue tracking system, the main page appears. This is the home page for the system, also accessed by selecting Home on the Action Bar (see below). This page displays the different functions that you can perform in the issue tracking system. Action Bar The Action Bar is displayed at the top and bottom of every page. This allows you to perform many of the system functions from any screen in the system. Creating a New Issue 1. In the Action Bar at the bottom of the page, click New. 2. Select the appropriate Component there may be only one option for your organization. 3. Select the level of Severity for the issue. After submitting, this is displayed as Importance in Bugzilla. 4. Select the WPS Version you are using. 5. Set the Hardware and OS; they usually correspond, for example x86_64 + Windows, x86 + Linux,z/OS + Mainframe. 6. Add a brief title for the issue in the Summary field. 7. Provide more detail about the issue in the Description field. Please do not just copy the error code from the log. It makes issue resolution quicker if you supply the following: a. The full build number of your World Programming software. b. If appropriate, a complete description of the operation you were performing when the issue happened. c. The full log of a run, preferably on anonymised data. d. (optional) A sample of code to replicate the issue. 8. Select the Submit Issue button to create the new issue. 1. Note: See Attaching files to an existing issue for more detail. Once the issue has been created, if required you can change the Importance associated with the issue (refer to Understanding issue severity later in this guide). Page 4 of 9
Displaying a specific issue (Quick Search) In the Action Bar at the top and bottom of every page, and on the Issue Tracking Main Page, is a Quick Search field. If you know the issue number: 1. Type the issue number into the Quick Search field. 2. Click Search to display the issue. If you do not know the issue number: 1. Enter a description of the issue into the Quick Search field. 2. Click Search; a list of all open issues that contain text from the description is displayed. Note that if you typed to search for opt for example, issues containing words such as opt, optsize, or voption. These words may not be in the summary description but in the body of text under the issue. 3. From the list of issues, click the Issue ID next to the particular issue you wish to display. Listing specific issues (Advanced Search) To perform an advanced search for specific issues, select Search from the Action Bar, and make sure the Advanced Search tab is selected at the top of the search page. The screen that appears presents several criteria, which you can use to tailor your search. Enter the search terms in the Summary search field. Select the options from the available fields. You can include multiple items from each field. Click Search to list all the issues for the specified criteria. Once a search has been performed and the resulting list of issue appears, the search criteria used can be saved under a specific title by selecting the Remember Search button just above the Action Bar at the bottom of the page. All saved searches are displayed in the Action Bar. Updating an existing issue There are many ways that you can update an existing issue, for example you can: add a comment to an issue; attach files to an issue; add a user as a CC; mark an issue as fixed; mark an issue as closed. To update an issue, amend the field(s) you want to alter and click Save Changes. Page 5 of 9
Adding a new comment to an existing issue You can add a comment to any existing issue that you can open, regardless of its status (for example the issue may be closed, but you can still add a comment) or who originated the issue. To add a comment: 1. Display the issue. 2. Type into the Additional Comment field. 3. Click Save Changes to add your comment. Attaching files to an existing issue To assist with our support services to you and your organisation, it may be necessary for you to provide World Programming with information such as programs, logs, data, and so on. Note: World Programming can only accept data that is non-sensitive to your business and does not contain personally identifiable information. The information that you provide should only be in the form of test-information that we can use to reproduce and investigate a specific issue or question you have raised. To attach a file: 1. Display the issue. 2. Select Add an Attachment option on the issue page. 3. In the Create New Attachment page, click Choose File and navigate to where the file is located on your file system. The maximum file size of an attachment is 50MB. 4. Enter a short explanation of the attachment in the Description field. Optionally, you can add more information about the attachment in the Comment field 5. Click Submit to attach the file to the issue. 6. If you need to attach multiple files to the issue, you will either need to repeat steps 1 5 for each individual file you wish to attach, or zip all files together and attach the compressed file (subject to the file limit size). Page 6 of 9
Adding a user as a CC If you were the person who originally created the issue (defined as the Reporter near the top of an issue page), you do not need to add yourself as a CC for the issue. Any User ID next to the Reporter field will automatically receive emails from the issue tracking system each time this issue is updated. If you are not the Reporter, but would like to be notified when the issue is updated, or if you want to add another existing user to receive emails (this other user must already have been defined in the system by World Programming): 1. Display the issue. 2. To add yourself, select the Add me to CC list check box near the top of the issue page alongside CC List. 3. To add another user, click edit just below the CC List: then type in the login User ID of the user. Only a user ID that has been previously defined by World Programming will be accepted in this field. You can type in multiple user IDs into the field separated with a comma (,). 4. Click the Save Changes button on the issue page to add the user(s). Marking an issue as fixed World Programming will send you a comment to let you know that the issue fix is ready for testing. World Programming may also write a comment with some special instructions: e.g., how to write a workaround solution for your code, or information on a new version of WPS that contains the fix for this issue. Once this has been sent to you, World Programming may set the issue as Fixed. Marking an issue as Closed When an issue has been marked as Fixed and you have successfully tested the solution that has been supplied, you should mark that issue as Closed: 1. Display the issue. 2. Select Mark Issue as CLOSED. 3. Click the Save Changes button. Note: Only the person who originated the issue is able to mark the issue as closed. If you did not originate the issue, type a comment that the issue can be closed, and a member of the World Programming team will change it on your behalf. Page 7 of 9
Understanding issue severity You should use the severity setting to indicate the importance that the issue has for you. Note: Once an issue has been submitted, the Severity field is labelled Importance. The following list describes the Severity levels that can be assigned: Sev1 Site down A script (program written in the language of SAS) that normally runs with WPS on your mainframe or server production system, is no longer able to execute. Sev2 Critical Encountered a disruption to your business process. Sev3 Normal Ability to use the WPS software is affected. Sev4 Low This is a minor issue. Enhancement Suggestion Use this to indicate a feature or language element that you would like to see implemented in WPS. Request for information Use this to request more information about WPS that cannot be found in other resources. Changing issue severity Only the person who originated the issue is able to change the severity of that issue. If you did not originate the issue, either ask your colleague who originally opened the issue to change it, or type a comment in the issue and a member of the World Programming team will change it on your behalf. Page 8 of 9