LBTO IssueTrak User’s Manual Norm Cushing version 1.3 August 8th, 2007

V1.4, cush 2 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.

V1.4, cush 3 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.

V1.4, cush 4 IssueTrak Process Flow A user submits an issue. The issue is automatically assigned to an Issue Manager. The Issue Manager will receive an 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 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 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 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 notification will be sent to the Issue Manager and the original submitting user.

V1.4, cush 5 Connecting to IssueTrak

V1.4, cush 6 How to Access IssueTrak To access IssueTrak, enter the following secured url into your web browser’s url address entry field: This will display the login window.

V1.4, cush 7 Logging In Your User ID is the same as your LBT name. You will need to set your Password today.

V1.4, cush 8 Submitting an Issue

V1.4, cush 9 Submit an Issue Select “Submit an Issue”

V1.4, cush 10 The Submit an Issue Screen

V1.4, cush 11 Asterisk fields must be provided All fields marked with an asterisk must 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.

V1.4, cush 12 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.

V1.4, cush 13 Selecting SubTypes SubType is an optional field. It has not default value. It allows the user to better specify the problem area.

V1.4, cush 14 Setting the Priority Priority 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.

V1.4, cush 15 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.

V1.4, cush 16 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.

V1.4, cush 17 Selected Next Action By Results of selecting a Next Action By user.

V1.4, cush 18 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

V1.4, cush 19 Target and Required By Dates Results of entering a Target Date and Required By Date.

V1.4, cush 20 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.

V1.4, cush 21 Browse for the Attachment

V1.4, cush 22 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.

V1.4, cush 23 Submit and Close

V1.4, cush 24 Submit and Copy

V1.4, cush 25 Examining Issues

V1.4, cush 26 “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!

V1.4, cush 27 Changing the Information View How to view the information can be changed.

V1.4, cush 28 Viewing an Issue’s Details

V1.4, cush 29 The Details of an Issue

V1.4, cush 30 Returning to the “My Issues” Display Window Selecting “Home” or “My LBTO” will return the user to the “My Issues” display window.

V1.4, cush 31 Lookup Issue

V1.4, cush 32 Lookup Issue

V1.4, cush 33 Enter the Issue # Entering the issue’s number will cause the details of the issue to be displayed.

V1.4, cush 34 Search Issues

V1.4, cush 35 Search Issues

V1.4, cush 36 Lookup Issue An issue can be located and viewed by searching for it using a variety of search criteria.

V1.4, cush 37 Next Action

V1.4, cush 38 Next Action

V1.4, cush 39 Next Action After looking up the issue, select the user that will be “Next Action”ed the issue. Notes are optional but encouraged.

V1.4, cush 40 Adding a Note

V1.4, cush 41 Adding a Note

V1.4, cush 42 Adding a Note The note should be added to document the progress made lessons learned, things to try, etc. Hours is optional.

V1.4, cush 43 Editing an Issue

V1.4, cush 44 Edit an Issue

V1.4, cush 45 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.

V1.4, cush 46 Closing an Issue

V1.4, cush 47 Close an Issue

V1.4, cush 48 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.

V1.4, cush 49 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.

V1.4, cush 50 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.

V1.4, cush 51 Specifying the Closing Time The results of entering a note and solution. Also, a closing time can be provided.

V1.4, cush 52 Close Issue Once all the information has been entered the Close Issue button is selected to actually close the issue.

V1.4, cush 53 The “Dashboard” An Issue Overview Display

V1.4, cush 54 Dashboard The Dashboard provides an overview of the issues.

V1.4, cush 55 Dashboard Settings Dashboard settings allows the user to customize the Dashboard Display

V1.4, cush 56 Knowledge Base A repository for observatory trouble shooting information

V1.4, cush 57 Knowledge Base

V1.4, cush 58 Adding Articles to Knowledge Base

V1.4, cush 59 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.

V1.4, cush 60 Reports