1. SEIMS SUPPORT N.C. State Board of Elections WWW.NCSBE.GOV

2. SEIMS SUPPORT WWW.NCSBE.GOV Support Defects Enhancements

3. How To Receive Support WWW.NCSBE.GOV The following are some places to consider when you are having SEIMS issues: 1.SEIMS Help Files 2.Clarity Knowledge Base 3.Neighboring Counties 4.SEIMS Support Group

4. How To Receive Support WWW.NCSBE.GOV The following is the order you should follow to contact the SEIMS support group: 1.Clarity – Log into the Clarity ticketing system and enter a ticket. 2.Email – Send the SEIMS support group a ticket via email. 3.Phone – LAST RESORT! Contact the SEIMS support group via telephone.

5. Clarity Support Entering Clarity Support Tickets http://nc-state.support.clarityelections.com/ If you are not a registered user you can sign up at the login page as shown below WWW.NCSBE.GOV

6. Clarity Support Registering to use Clarity Support Tickets WWW.NCSBE.GOV

7. Clarity Support Entering Clarity Support Tickets WWW.NCSBE.GOV Customer options: Knowledge Base Submit Request View Mine View County Reports Global Incidents Log out

8. Email Support WWW.NCSBE.GOV Send email to HelpRequest.SBOE@ncsbe.govHelpRequest.SBOE@ncsbe.gov Enter a very brief description on the issue in the subject line. Do not leave the subject line blank Do not use single words like “Help” or “Curious” or “Call me” The body of the email becomes the description. In the body complete the following: Name Phone Number Email Address County Complete Description of the issue Attach any supporting documents or images

9. Incorrect! WWW.NCSBE.GOV

10. Correct! WWW.NCSBE.GOV

11. Phone Support Call the SEIMS Support Number Phone Numbers 1-888-450-7263 or 1-919-715-1650 If no one answers, leave a message with the following: Name County Phone Number Brief Description of issue Do not call SEIMS support members’ direct line! WWW.NCSBE.GOV

12. Entering Defects and Enhancements SEIMS Numbered Memo: 2009-0005 WWW.NCSBE.GOV The State Board of Elections uses an electronic system to request enhancements and defects fixes from within the State Election Information Management System (SEIMS.) This software will be located on the SBE intranet site under the top menu item “ONTIMEPORTAL.” The following slides will explain how your users can register and use the system. The user document will is also placed on the SBE intranet site.

13. Entering Defects and Enhancements Defects (Software Bugs) Explained WWW.NCSBE.GOV Defect: Is the common term used to describe an error, flaw, mistake, failure, or fault in a computer program or system that produces an incorrect or unexpected result, or causes it to behave in unintended ways. failurefaultsystem Most bugs arise from mistakes and errors made by people in either a program's source code or its design, and a few are caused by compilers producing incorrect code. A program that contains a large number of bugs, and/or bugs that seriously interfere with its functionality, is said to be buggy.source codedesigncompilers Reports detailing bugs in a program are commonly known as bug reports, fault reports, problem reports, trouble reports, change requests, and so forth.

14. Entering Defects and Enhancements Enhancements Explained WWW.NCSBE.GOV Enhancement: In simple terms, any improvement made to a software package. Remember, not all software issues are considered defects just because the software system doesn’t work the way YOUR county wants it to work. For example, the cursor in VoterView is very difficult to determine which field it is located in. To have it changed would be considered an enhancement since it is working as the system was designed.

15. Entering Defects and Enhancements Enhancements Flow Explained WWW.NCSBE.GOV 1.Entered from CBE or Admin. 2.Reviewed by Admin. a)Sent to SMART Group for discussion or b)Admin approves. 3.Admin and IT meet to discuss potential SEIMS issues. 4.Enhancement document created and managed by business analyst. 5.Document is approved by Admin and IT. 6.If Approved document sent to Development and scheduled for a release date. 7.Releases scheduled for twice a year in January and July.

16. Entering Defects and Enhancements SEIMS BugTracker Customer Portal WWW.NCSBE.GOV The SEIMS customer portal is a Web based communications tool where registered SEIMS users can enter Defects and request Enhancements for any SEIMS application. The portal also provides for tracking the status of those entries through the Approval, Development, Test, and Deployment stages. http://www.app.sboe.state.nc.us:2703/OnTimePortal/

17. Entering Defects and Enhancements Register With the Customer Portal WWW.NCSBE.GOV Registration Only registered and approved SEIMS Contacts will be allowed access to the portal. The first time a user goes to the portal the Log In screen below will be displayed. You can either log in using your existing credentials or “Register” if you have never used the portal.

18. Entering Defects and Enhancements Register With the Customer Portal WWW.NCSBE.GOV The fields denoted by (*) are required. Follow the rules in choosing the entry for Company. Enter all other required fields. When complete, click on the Register button. Once the system has verified that all required information has been entered the Registration Confirmation screen will be displayed.

19. Entering Defects and Enhancements Entering a Defect or Enhancement WWW.NCSBE.GOV When you log in, two tabs are visible: Defects and Enhancements. Click on one of the tabs and then the ladybug to create a new ticket.

20. Entering Defects and Enhancements WWW.NCSBE.GOV When you log in, two tabs are visible: Defects and Enhancements. Click on one of the tabs and then the ladybug to create a new ticket. All required fields are in BOLD. Provide a meaningful Title and Description. In the case of a Defect, include Replication information in detail so that we can try to reproduce the issue. When finished, click the Save or Save and Attach File button.

21. Issue Typical Support Questions WWW.NCSBE.GOV SEIMS Troubleshooting 1. SEIMS Install does not work 2. Can not log into SEIMS 3. I can not scan in VoterScan 1. Is the install error on one or all machines? Do any machines install correctly? 2. Can you log into any SEIMS application? Can you PING the server? Can you access the SWSETUP drive? 3. Can anyone else scan in VoterScan? Can you scan documents in another application on your machine?

22. WWW.NCSBE.GOV Questions