LBTO

IssueTrak User’s Manual

Norm Cushingversion 1.3

August 8th, 2007

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What is IssueTrak

• IssueTrak is a problem tracking and documenting tool.

• It is web based and can be run from any computer with a web browser.

• It will allow LBTO to manage observatory issues related to software and hardware.

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IssueTrak Users• Issue Managers

– There are two types of Issue Managers• Software Administrator and Engineering administrator.

– Their duty is to Manage and Administer issues.– This is accomplished by “Next Action”ing submitted issues to appropriate

users for fixing.– The Software Administrator is also responsible for administering the

IssueTrak tool.

• Users– Are allowed to submit issues.– May be “Next Action”ed an issue by an Issue Manager for the purpose of

resolving the issue.– Are allowed to “Next Action” an issue to another user for the purpose of

having that user continue the issue resolution process.– Are allowed and required to close an issue once a solution has been

completed.– Are allowed to read and create Knowledge Base articles.– Are allowed to run public reports.

• Inquiring Minds– Users that want to be notified every time an issue is submitted.

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IssueTrak Process Flow• A user submits an issue. The issue is automatically assigned to an Issue Manager.

The Issue Manager will receive an email notification that a new issue has been submitted.

• The Issue Manager evaluates the issue and “Next Action”s the issue to an appropriate user for getting the issue resolved. The user will receive an email notification that a new issue is awaiting their attention.

• The user can add notes to the issue to document their findings. As notes are added, the user that submitted the issue and the Issue Manager, will receive an email notification indicating notes have been added to the issue.

• The user can “Next Action” the issue to another user who will continue the issue resolution process. As an example, the next user may be responsible for testing. An email notification will be sent to the next user and the Issue Manager.

• Once the issue has been fully resolved and tested the issue will be closed. The user that is currently responsible for resolving the issue will close the issue and as part of the process add a description of the solution. An email notification will be sent to the Issue Manager and the original submitting user.

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Connecting to IssueTrak

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How to Access IssueTrak

To access IssueTrak, enter the following secured url into your web browser’s url address entry field:

https://lbt.issuetrak.com

This will display the login window.

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Logging In

Your User ID is the same as your LBT email name.

You will need to set your Password today.

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Submitting an Issue

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Submit an Issue

Select“Submit an Issue”

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The Submit an Issue Screen

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Asterisk fields must be provided

All fields markedwith an asteriskmust be filled in

or selected.

Subject: A short description of the problem.

Full Description: A detail report of the problem.

Issue Type: This pull down menu helps to identify the major area were the problem occurred.

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Selecting an Issue Type

Issue Type:

Select one of the major issue types.

Depending upon which issue type is selected, a Sub Type option may be selectable.

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Selecting SubTypes

SubType is an optional field.

It has not default value.

It allows the user to better

specify the problem area.

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Setting the PriorityPriority is an optional field.

“Medium” is the default value.

Critical - should be used for issues that compromise science operations and thus require immediate attention at the cost of other work.

High - should be used for issues that require immediate attention and should be fixed prior to the next round of science operations.

Medium – should be used for issues that require attention in the near future.

Low – should be used for issues that do not require immediate attention.

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Next Action By

Next Action By:

This is an optional field.

It should rarely be used by the typical user.

It allows the user to select the person that will fix the problem. This task is generally reserved for the Issue Manager.

A value is specified by selecting the binoculars and selecting a user from the popup window list.

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Select a user for Next Action By

Select a Next Action By user:

A user is selected by clicking on a name. That will cause the name to be written into the Next Action By field of the Submit Screen.

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Selected Next Action By

Results of selecting a Next Action By user.

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Target Date:

This is an optional field.

The date the fix is desired.

The date the fix must be delivered.

The Calendar icon will popup a calendar.

The Reminder icon will set an alarm clock reminder that will notify the user when the time has expired.

Target and Required by Dates

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Target and Required By Dates

Results of entering a Target Date and Required By Date.

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Adding an Attachment

To add an attachment to the issue, check the Include Attachment option.

This will cause a file browser window to be displayed after one of the three bottom buttons is selected.

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Browse for the Attachment

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Submit an issue

After the form has been filled-in, the user has three choices:

Submit – The issue will be sent to the administrator for distribution to the person that will fix the issue.

Submit and Close – The issue will be submitted but marked as closed. This is a good way to document an issue that does not need to be fixed.

Submit and Copy – This makes an editable copy of an issue once the original is submitted. This reduces the time to submit similar but slightly different issues.

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Submit and Close

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Submit and Copy

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Examining Issues

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“My Issues” Display Window

These three links show the current status of immediate interest to the user.

Those items you submitted and those items you have been asked to fix!

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Changing the Information View

How to view the information can be changed.

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Viewing an Issue’s Details

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The Details of an Issue

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Returning to the “My Issues” Display Window

Selecting

“Home” or

“My LBTO”

will return the user to the “My Issues” display window.

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Lookup Issue

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Lookup Issue

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Enter the Issue #

Entering the issue’s number will cause the details of the issue to be displayed.

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Search Issues

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Search Issues

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Lookup Issue

An issue can be located and viewed by searching for it using a variety of search criteria.

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Next Action

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Next Action

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Next Action

After looking up the issue, select the user that will be “Next Action”ed the issue.

Notes are optional but encouraged.

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Adding a Note

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Adding a Note

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Adding a Note

The note should be added to document the progress made lessons learned, things to try, etc.

Hours is optional.

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Editing an Issue

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Edit an Issue

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Edit an Issue

The edit window allows for making changes to an already submitted issue.

The edit fields are the same as those for submitting an issue.

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Closing an Issue

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Close an Issue

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Closing an issue

The close issue window shows the original issue description and any notes that have been entered by the user while fixing the issue.

This example has two sets of notes.

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Close Date

The close date must be specified.

It is always provided with a default value.

The user can select the binocular icon to view the calendar.

If you enter the value by hand you must use the specified format for the date.

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Adding a Closing Note

The closing Note should not contain the problem resolution information but rather it should be used for additional information.

The Solution should describe the solution that was implemented to resolve the issue.

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Specifying the Closing Time

The results of entering a note and solution.

Also, a closing time can be provided.

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Close Issue

Once all the information has been entered the Close Issue button is selected to actually close the issue.

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The “Dashboard”

An Issue Overview Display

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Dashboard

The Dashboard provides an overview of the issues.

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Dashboard Settings

Dashboard settings allows the user to customize the Dashboard Display

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Knowledge Base

A repository for observatory trouble shooting information

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Knowledge Base

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Adding Articles to Knowledge Base

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Adding an Article

Before “Adding” an article make sure an existing category already exists that is appropriate for the article. If no category is appropriate, create a new category before creating the new article.

The Title is a required field.

The Article field must contain the information.

The other fields are optional.

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Reports