Incident Tracking System – User Guide

ITS User Manual

Version

1.0

1. Introduction

This document describes the organization and functionality of the Incident Management System. Incident management system can be used to log and track the Incidents.Authorized users can log and track Incidents using ITS. Various reports on Incident details and status can also be generated from ITS.

2.Getting Started

ITS Link:

Recommended Browser Setting for IE:

Select “Every time I visit the webpage” in the Browser history and temporary internet files setting.

Enable all components under ActiveX Controls and plug-ins.

Enable Access data sources across domains under Miscellaneous.

3.Login and Administration

3.1.Login

The user has to login with the user name and password.

3.2.Change Password

The user can change the password using this screen. Select the Admin option and select change password option, User has to enter the following details.

  • Old password
  • New password
  • Confirm new password

Click ‘Submit’ to save the data or ‘Cancel’ to cancel the entries made.

4 .Incident Management System

4.1 Incident Entry

The user can select the Incidententry screen from the main menu ‘Incident details’. The Incident entry screen is shown below:

Fig 1.Incident Entry screen

Enter the following details

  • Customer (Choose form the combo box)
  • Application (Choose form the combo box)
  • Object code of the Application (Choose form the combo box)
  • Incident Category (Choose from the combo box)
  • Incident Frequency (Choose from the combo box)
  • Incident Urgency (Choose from the combo box)
  • Incident Service Types (Choose from the combo box)

These details are to be provided in the IncidentEntry Format provided below.

Enter the call description and remarks.

Add attachment

If any attachment has to be added, the user can opt for ‘Add Attachment’. On selecting the ‘Add Attachment’ check box, the following screen is launched. The user can browse the network for the file to be attached. Once the file is selected, click ‘Attach’. The ‘Incident Entry’ screen will be populated with the link to the attached file. The file will be subjected to virus check before being attached.

Fig 2. Add Attachment screen

Note:

Only one attachment per Incidentis possible.

Click ‘Add’ to register the Incident.

  1. Incident Status Update

The users can access this screen to change the Incident status as per the established lifecycle given below.

IncidentLife Cycle

: Status to be used by customer

: Status to be used by Ramco offshore team members

: Status to be used by Ramco Onsite team members

Status / Description / Action by
Pending / On logging acase,its status will be shown aspending / Customer
Simulated / Case logged by customer is simulated in the offshore test environment. On successful simulation, its status will be shown as Simulatedand classified as Incident / Offshore Team
Not Simulated / On unsuccessful simulation of a Incident by the offshore team, its status will be shown as Not Simulated / Offshore Team
New Requirement / Unstated requirements (as part of requirements document) reported as Incidents by the customer will be classified as New Requirement. / Offshore Team
Deferred Requirement / Requirement which will be taken up later. / Offshore Team
Allocated / When the Incident is simulated and taken up for fixing, its status will be shown as Allocated (resource will be allocated) / Offshore Team
Fix Provided / After solution is given by the respective developer for the allocated Incident, the status will be changed to Fix provided. / Offshore Team
Fix Deployed (Internal) / When the Fix is deployed in internal testing environment, its status is changed to Fix Deployed (Internal). / Offshore Team
Fix Reviewed / Once the deployed fix in the internal testing environment is verified successfully its status is changed to Fix Reviewed. / Offshore Team
Fix Rejected(internal) / Once the deployed fix in the internal testing environment is verified unsuccessfully its status is changed to Fix Rejected (Internal). / Offshore Team
Fix Sent / if the provided fix/solution is internally reviewed successfully then the fix will be sent to the customer / site. / Offshore Team
Fix Deployed (External) / Fix will be deployed at onsite testing environment, if applicable. / Ramco On site Team
Fix Reviewed (External) / It’s Optional status. If the Fix has been verified successfully by onsite team, then status is changed to Fix Reviewed (External). / Ramco On site Team
Fix Rejected (External) / It’s Optional status. If the Fix has been verified unsuccessfully by onsite team, then status is changed to Fix Rejected (External). / Ramco On site Team
Fix Verified & Closed / On successful deployment of the fix in the production environment and verification, then the status is changed to Fixverified and closed. / Customer
Fix Rejected / If the fix is not acceptable, then the status is changed to Fix Rejected / Customer
Duplicate / If the sameIncident has already been logged, then the status will be changed to ‘Duplicate’ / Offshore Team
Cancelled / If the Incident has been logged wrongly, status is changed to Cancelled / Customer
Pending Clarification / If the case logged is not a Incident and some clarification is required / provided, then its status will be changed to Pending Clarification / Offshore Team
Clarified & Closed / The clarification has been accepted and hence the case can be closed / Customer
Clarified & Reopened / Clarification is not acceptable and the case is re-opened for further action. / Customer

The user can select the Incidentstatus update screen from the main menu ‘Incidentdetails’. The Incident filter screen is launched

(Fig 3. IncidentStatus Update filter screen).

Select the filter condition based on which you want to view the Incident. The user can filter the Incidentbased on one or a combination of the following filter parameters.

  • Customer
  • Application
  • Object ID
  • Severity
  • Status
  • Incident entered date
  • Fix provided date
  • Entered By
  • IncidentNo

The list of already entered Incidentwill be populated. The Incidentsare arranged in the chronological order.

(Fig. 4. IncidentStatus Update screen)

The user can select the status from the combo box in the ‘Change To’ field (available in the same row as that of the Incidentid).

From the list of displayed Incidents, click on the IncidentNumber link to modify the Incident details. The Incidentdetails screen will be populated.

The user can also modify any of the following data, which is already entered.

Add/Modify Notes

The user can enter ‘notes’ for a particular Incident. Click on ‘New’ Button to add New Notes. A pop-up will be launched asking to enter Notes, enter Notes and Click Append to add. The user can also modify the already existing notes. Modify the notes and press Modify Button to change the existing notes. The user can use Previous and Next Buttons to View more notes (If any) available for the Incident.

Add attachment

If any attachment has to be added, the user can opt for ‘Add Attachment’. If an attachment already exists wrt the particular Incident, on selecting the ‘Add Attachment’ check box, a confirmation message on whether the already attached file can be replaced will be shown. The user can click “OK” to overwrite the existing attachment or click “Cancel” to proceed with the existing attachment. If the user clicks “OK” pop up window to browse the network to fetch the file to be attached, will be opened Once the file is selected, click ‘Attach’. The ‘IncidentDetails’ screen will be populated with the link to the attached file.

Press Update to Modify the Incidentdetails.

6.ITS Reports

6.1 Detailed Report

This screen helps in taking the report of the Incidents through WebITS.

The user can select the ITS Report screen from the main menu ‘IncidentReport’. The Incidentfilter screen is launched

Fig 5. IncidentReport filter Screen

Select the filter condition based on which you want to view the Incidents. The user can filter the Incidents based on one or a combination of the following filter parameters.

  • Customer
  • Application
  • Object ID
  • Severity
  • Status
  • Incident entered date
  • Fix provided date
  • Entered By
  • Incident No

The report will carry details like

  • Incident No
  • Incident Severity
  • Incident Status
  • Incident Type
  • Entered By
  • Entered Date
  • Object Code
  • Incident Description

Reports can be exported to Excel also

Note:

  • Sample reports are attached in Appendix A

6.2 My Incidents

The users can view the status of the Incidents entered by them, using this screen.

The user can select ‘MyIncident screen from the main menu ‘Incident Report’. The Incidents list screen is populated.

Fig 6. My Incident List Screen

The user can filter the Incidents based on the date of entry of Incidents.

The user can give ‘From’ and ‘To’ dates and click on the button ‘Fetch’.

All the Incidents entered by the logged in user between the ‘from’ and ‘to’ dates given, will be displayed on the screen.

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