Shared Tools: Reference Manual
|Release Level || 5.4
||Release Date ||2008 10
||Revision Level ||1.0
Last modified on:
Monday, 20-Jul-09 14:05 CEST
Problem Reporting and Tracking System
The Problem Reporting and TrackingSystem (PRTS) is designed to help external
user to report problems they experience in using on-line systems and services,
and track the solutions provided.
At the same time, a systematic compilation of incident reports helps the development
and support teams at ESS to keep track of problems encountered and guarantee
timely and systematic response and follow-up.
The PRTS implementation is embedded in the RTXPS real-time expert system;
The META DATA attributes of a Report are Descriptors (variables
accessible for rule-based inference) and together with the time
stamps for Creation and Modifications available to the RTXPS forward-chaining engine,
the system can evaluate and analyse the current status of Problem Reports
on a regular, scheduled or event driven basis, and generate:
- Rule-based analysis and summary, available on the ESS Intranet;
- Reminders and alerts for the support team that can be adjusted
to the requirements and support levels of individual projects.
To compile and submit a problem report, a user must be logged in.
For that the normal login name and password for a given application
and set of services or the guest accoiunt can be used.
Upon entering the system, the first step is al listing of all
existing problem reports.
This listing, by default, shows only open reports (newly submitted and pending).
A status field switch can change that pre-selection to the set of completed
reports, by selecting it from the listing with the left mouse button.
Status is one the following three values:
- submitted - pending - completed.
The list of existing problem report shows, and can be sorted by:
At this point, the user has tow options:
- Number - numerical ID of the problem report
- Name - short descriptive name for the problem report
- User name - who filed the report
- Creation date - when the report was originally filed
- Modification date - when the report was last modified
- System - identifying the system in question:
- WaterWare, AirWare, RiskWare, CourseWare, EIAxpert.
- Service - identifying a particular module such as a specific model
- Type - an indication of the type of problem:
- fatal, useability, logic, data, performance.
- Level - an indication of urgency or priority:
- Compile and submit a new problem report (NEW button);
- Select to browse or edit an existing problem report.
Filing a new Report
The FORM or template for a new problem report consists of:
Submitting a report will send a mail message to an internal
system or service specific mailing list, with a cc to the originator
of the report.
- Header with selectors and editing fields for the
descriptive META DATA listed above;
- E-mail address (text field) of the user submitting the report
(this will be inserted automatically from the user data base for existing
users accounts, but has to be filled for guest users).
- Problem description: a text field for the detailed description of the problem;
- Problem URL: a text field for the URL (in case of a web-based system problem);
- the DELETE and SUBMIT buttons for the report.
Browsing and Comments
Any user can browse the public Problem Reports.
A user "owns" and therefore can edit or update the original report.
The ADMIN user group at ESS can edit any and all reports.
The ESS support team uses the second, Comments text field to
respond to a problem Report, provide suggestions, or
announce a solution or bug fix.
Filing a commnet move the status of a report from submitted
to pending; a pending report also has a responsible person assigned.
Submitting a comment or an update will again send an email message
to the originator of the report, and to the responsible person
in the support team.
Whenever the comment refers to a solution, the responsible person or a member of the ADMIN group
sets the status of the report from Pending to completed.
Since there may be any number of comments, any NEW comment
or modification of an existing comment is logged by the system with user name and date;
users can browse through the sequence of messages in the Comment window,
where they are managed chronologically.
Communication and administration
The PRTS generates the following messages:
The original report and the set of comments including the solution remains on file,
administration of the repository is done by the ADMIN group at ESS.
- Acknowledgement and alert:
mail to the system and/or service specific internal mailing list at ESS,
with a CC to at least one member of the ADMIN group and the originator of the report.
- Comments: sent to the responsible person assigned to the report, with a cc to
the originator and at least one member of the ADMIN team.
- Conclusion: final comments that sets the status to completed to the
originator of the report.