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1. Summary 14 Ai CCS 20 trst CCS 21 test CCS 23 test A CCS 22 test A A CCS 24 test gt gt gt vi CCS 25 test234 m Displaying issues 1 to 6 of 6 matching issues Favourite Filters All CCS issues 77 Closed CCS Issues 35 New CCS Issues 11 Create Filter Manage Filters Average Age Chart All Tickets 250 0 200 1 May 2 May 3 May 4 May 5 May 6 May 7 May Issues 26 created and 5 resolved 150 Period last 7 days grouped Daily 100 50 7 1 Dash Board The Dashboard will show the Horizontal navigation bar with 3 tabs with the Create Issue link Dashboards Projects Issues and Create Issue Created vs Resolved Chart All Tickets in the left pane and Assigned to Me Pie Chart All Tickets Favorite Filters in the right pane as above Days al 7 1 1 Created vs Resolved Chart All Tickets chart This chart will show the graphical representation of issues Created vs Resolved from last 7 days i e no of tickets created in last 7 days Vs no tickets are not resolved in last 7 days 44 OneAccess Confidential CS Ticketing User Manual 1 0 Created vs Resolved Chart All Tickets 3 May 4 May 5 May 7 May Issues 26 created and 5 resolved Period last 7 days grouped Daily 7 1 2 Assigned to Me The tickets assigned to CS user l e CS user will get the list of assigned tickets in the Dash board Assigned to Me Summary COS 20 trst COCS 21 test CCS 22 test CCS
2. 7 Indus non closed statuses 2 Joris Boogaerts JORBO e Project Indus None 2 Subscribe E7 All tickets reported by me NOT updated in the last 2 days 8 Joris Boogaerts JORBO Shared with all None 1 All tickets reported by me NOT updated in the last 2 days users Subscribe All tickets reported by me updated in the last 2 days 3 Joris Boogaerts JORBO e Shared with all None 1 All tickets reported by me updated in the last 2 days users Subscribe LY All tickets reported by me updated in the last 20 days 6 Joris Boogaerts JORBO e Shared with all None 1 All tickets reported by me updated in the last 20 days users Subscribe W CCS All Issues Types New 60 CS supervisor cs sup e Private filter None 1 Search all for Issue Types Subscribe 6 2 3 Search filter Login with user credentials gt Issues link dropdown in the horizontal navigation gt Manage tab Manage filters gt Select left pane popular tab gt Click on All Issues filter gt User will get the all the issues eS CS supervisor iw Ea AEE Quick Search D TEE TE Issues e e Manage Filters Search Filters My Fe Filters are issue searches that have been saved for re use This page allows you to search all filters that you can see Search Search Owner Searches in the filters name and description Shared With Anyone v All filters that you can see Search OneAccess O 2012 Reporta problem SC mRA ONEAGERs To CO S 6 2
3. CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Cs ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt er can 6 1 3 2 Creating a new filter from existing filter Clicking on the Save as new filter link Operations gt Save as follows ONEAKESs OneTickets Lab e CS Ticketing User Manual gt gt gt gt gt gt gt gt gt Status A CCS Reviewed New A Approved More CPS Info Needed A Closed A Closed A Closed 3 Open A Closed A Closed A Closed A Closed CPS Reviewed A Closed A Closed A Closed ei 4 Create Issue Resolution Unresolved Unresolved Unresolved Unresolved Fixed Fixed Fixed Unresolved Fixed Fixed Fixed Fixed Unresolved Fixed Fixed Fixed rie al views v amp Tools v Created 04 Mar 13 04 Mar 13 04 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 or ire ian 1 0 CS supervisor iv m 12 gt Updated 05 Mar 13 amp v 04 Mar 13 07 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 04 Mar 13 Ze 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 Ar ire ian link the page will appear as Create Issue CS supervisor iw Dashboards iv Projects ix Issues e Issue Navigator CCS All Issues Types New Summary Edit New M
4. CS supervisor Sonu Mathew Component s EMS Fix Version s None Labels None Watching 1 Work Order P3 Dates Description Created 06 Feb 13 10 24 AM egtewgtwegtew Updated Today 07 14 PM Activity Drag and Drop All Comments History Activity Transitions There are no comments yet on this issue Comment OneAccess 2012 Reporta problem Sra ONEAG Es TO CH S Note 1 once the Move action is performed the new ticket Reporter name will changed to the user who performed the Move action and the participants list also changes based on the component category 2 If any user is trying to access the old ticket with CCS user permission role he will get Permission Violation error if the Move function is happened in b n two different projects 23 OneAccess Confidential CS Ticketing User Manual 1 0 3 Workflow and alter a ticket Tickets can be logged by the any user in the CS Group 3 1 Workflow for Interoperability test requests IOT Once the Create Request action is performed the status of the ticket will change to Open based on that Status workflow has been updated 24 OneAccess Confidential K CS Ticketing User Manual 1 0 Create Request Gegner T Approval received hy Approved SP Rejected J g E Rejected Req completed z Requirements final N Provide Info More Info Mark CPS Reviewed Needed et Request More Info 7 s Ba Provide Info CPS Reviewed 7
5. cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt New Deliver Closed cs Supervisor Reporter ed cs engineer cs sales cs cells CS COO cs pre sales cs prod strat 31 OneAccess Confidential v1 2 1 The request E initiated Note this is only added to enable metrics calculation for requests that do not need assistance handling by CCS this step adds no value The request has been delivered 5 3 The request is sent to CCS ONEACCESS CS Ticketing User Manual Ree BEE DE Close Closed cs supervisor Reporter The request can be closed cs engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt More CS Presales Reporter More info is needed t More Pre Sales info needed More Pre Provide Open cs supervisor PADEBO 5 2 More info Sales info Info provided needed cs engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt Open Mark CPS CS Presales Based on 5 4 a Central PS in collaboration with Open CPS Reviewe component cell completes the review d ed Customer Support Request fields CPS More CS supervisor Reporter More info is needed Reviewed t More CPS info Ee CS engineer 32 OneAccess Confidential ONEACCESS info needed Arbitration Approved Arbitration 33 Info Reviewe Mark Reviewe d Reques Arbitrati t on Arbitra tion Tr Approv
6. 5 Safari 5 Once the CS Presales clicks on the Mark CPS Reviewed button the following popup warning NER m CS Ticketing User Manual 1 0 El oA http oabljira dev browse CCS 63 gt X Bi ak Workflow Enor OneAcces X File Edit View Favorites Tools Help Workflow Error cps Billable To Customer is required CPS Requested Number Of Days is required It seems that you have tried to perform an illegal workflow operation If you think this message is wrong please contact your JIRA administrators Click on the Edit button to fill the CPS Billable to Customer CPS Optional Charge Reason and CPS Requested Number of Days fields and click on update button to update the ticket After updating the values the screen will appear as follows College BEE gt X ok 2CCS 63 Creating a ticket x Wl fr amp i File Edit View Favorites Tools Help Central Customer Support CCS 63 Creating a ticket for Training Request Project a 2 Edit Assign AssignToMe Comment More Actions Mark CPS Reviewed Request More Info Workflow Views Details People Type W Training Request Status a Open Assignee Patrick De Boeck Priority H Major View Workflow Reporter CS supervisor Component s OneOs Voice weg wegen Participants CS supervisor Patrick De Boeck Labels None SES T watch 1 Project Training Request Project Duration 10 7 Dates Customer SFR Created Yesterday 11 46
7. Labs Interoperability test requests summary test 2 Edit Assign Comment More Actions Approval Received Rejected Workflow Views v z Details People Type 4 interoperability Test Request Status a Open Assignee Priority Major a CS supervisor Component s OneOS Data Resolution Unresolved Ge eporter i OST BugScrub01 Labels DS CS supervisor Project Project Interoperability test requests Participants Duration 200000 CS supervisor Customer FT France Watching 4 Customer Country France Dates OneAccess Departme Sales Location OAB Created Today 10 56 PM Software Version ADVLEG V3 5R4E5_FT9 Updated Hardware Platform Testing Today 10 56 PM deeg EE Requested Delivery Date TAC 56 789 Indication 15 Mar 13 2nd OR Approval Req Yes Proposed Date 2nd OR Approved Yes 04 Mar 13 Select the Project as Central Customer Support amp Issue type other than Interoperability Test Request from the dropdown and click on Create button Screenshot will appear as follows o oe a NN e gt CG 2 oabijira dev secure Dashboard jspa Create Issue Project ki Central Customer Support ZC Configure Fields sl gq mp Issue Type Q Training Request v Some issue types are unavailable due to incompatible field configuration and or workflow associations Project Number of the related project if applicable Requested Delivery Date Indication An indicati
8. Mark CCS Reviewed CCS Reviewed Plan me ffi Start Progress Delivered In Progress CS Ticketing User Manual 1 0 3 2 Status Workflow for Interoperability test requests IOT Workflow for Interoperability test requests IOT From status Open Open 26 Action Create Approval Received Rejected To Status New Approved Closed By Default Assignee CS Reporter supervisor CS engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt CS Reporter supervisor CS engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt CS Reporter supervisor CS engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt OneAccess Confidential Process Description action v1 3 5 1 The request is initiated 5 4 5 2 IOT is approved in Product Review Meeting or via OR 5 4 5 2 IOT is not approved in Product Review Meeting or via OR ONEACTESs CS Ticketing User Manual 1 0 Approved Requirement s final CPS Reviewed CCS Reviewed Planned In Progress Requirement s final CPS Reviewed 27 Req complete d Mark CPS reviewed Mark CCS reviewed Plan Start progress Delivered Request More Info Request More Info Requirement s final CPS Reviewed CCS Reviewed Planned In Progress Closed More Pre sales info needed More CPS in
9. New Manage Displaying issues 1 to 2 of 2 matching issues You are currently using a new T Summary Assignee Reporter P Status Resolution Created Updated unsaved search Save it as a filter BG CCS 62 Training Request Summary Patrick De Boeck CS supervisor a Open Unresolved 04 Mar 13 02 May 13 Ze Summary Ai CCS 60 Labs Interoperability test requests summary test CS supervisor CS supervisor Approved Unresolved 04 Mar 13 02 May 13 Project Central Customer Support Labels OST BugScrub01 Sorted by Key descending Displaying issues 1 to 2 of 2 matching issues Operations Save it as a filter 7 3 Issues Horizontal Navigation gt Issues dropdown Users will get the dropdown with the following links Search for Issues Create Issue Recent Issues list Favourite filters list and Manage filters For more information on filter section Refer General Features section Clicking on any link in the dropdown will direct to respective page Issues dropdown link will appear as follows 48 OneAccess Confidential CS Ticketing User Manual 1 0 Current Filter Closed CCS Issues 35 issues Search for Issues Create issue Recent issues E CC5 78 Creating a Ticket 2 CCS 68 CLONE Test 2 CCS 67 Test Fh CCS 62 Training Request Summar CCS 20 trst More Favourite Filters All CCS issues Closed CCS Issues New CCS Issues Manage Filters 7 4 Communication For every workflow action incl auto
10. ff CCS 47 2wl2wel2e Cs ProdMgmnt CS ProdMgmnt Closed Fixed 05 Feb 13 05 Feb 13 Components Versions CCS46 e2lel2e CS ProdMgmnt CS ProdMgmnt 4 Closed Fixed 05 Feb 13 05 Feb 13 Issue Attributes ra Cee A awe ww ewe or roan or PAA a ec Pinca ol ar ire ian ar ire ian m Note Manage filters are described as part of the 6 2 2 6 1 2 Create a filter Clicking on Save link in the left pane the screen will appear as follows oneACCESss OneTickets Lab e US supervisor iv Create Issue Dashboards iv Projects iv Issue Navigator Summary Edit New Manage Save Current Filter D You are currently using a new unsaved search amp Sharing with everyone will make this visible to users who are not logged in Summa d Name Project Central Customer Support i Sorted by Key descending Description Operations Save it as a filter Favourite WW Shares Not shared Add Shares Everyone Add Share with everyone Save Cancel Enter the filter name and click on save button The result page will appear as follows OneAccess Confidential 37 ONENESS Onelickets Lab Ji Dashboards iv Projects ix Issues e Issue Navigator CCS All Issues Types Summary Edit New Manage Filter CCS All Issues Types Description Search all for Issue Types Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save
11. fvdvdbv edit2 Edit Testi ertertertert edfghdfbhh qwdqwdrqwd gvwergerg dfwsdfwd trSwetwer 2wi2wei2e e2lel2e 6 1 3 3 Subscriptions for filter Clicking on the Subscriptions link the result page will display with Add Subscription and view all filters link follows Clicking on the Add ONEACCESS Onetlickets Lab KI Issues e Assignee Patrick De Boeck CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Patrick De Boeck CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Wodan Van Acker CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt or can Subscription Reporter CS supervisor CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Cs ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt er can link gt gt gt gt gt gt gt gt gt gt the Status 4 CCS Reviewed New 4 Approved ej More CPS Info Needed A Closed A Closed A Closed 3 Open A Closed A Closed A Closed A Closed CPS Reviewed A Closed A Closed Closed ei page CS supervisor iv GT R Quick Search Resolution Unresolved Unresolved Unresolved Unresolved Fixed Fixed Fixed Unresolved Fixed Fixed Fixed Fixed Unresolved Fixed Fixed Fixed Pio will D views Tools
12. oab1jira secure Dashboard jspa url in the address bar and the user will get the following page ONEACESS OneTickets a 7 Login Username Password E Remember my login on this computer Not a member To request an account please contact your JIRA administrators a Can t access your account ef pm reegen OneAccess 2012 Report a problem YX JIRA ONEAEERS Fools Enter the Windows Username Password as an interface with the One Access MS Active Directory is configured with Jira and click on the Log In button After successful login user will get the following page 5 OneAccess Confidential ONEALTESS CS Ticketing User Manual 1 0 ONEACKERS E Onetickets Lab e SEH Dashboards v CEET Beetle lm Quick Search amp Tools v Created vs Resolved Chart All Tickets 5 amp Assigned to Me T Key Summary 4 CCS 59 ewtewtew t 5 CCS 60 Labs Interoperability test requests summary test vi CCS 61 Training Request Issue type vi CCS 62 Training Request Summary VC Displaying issues 1 to 4 of 4 matching issues You have no favourite filters at the moment 7 Create Filter Manage Filters 180 1 160 140 LS 120 RT S 100 80 27 Feb 28 Feb 1 Mar 2 Mar 3 Mar 4 Mar 5 Mar 60 Issues 4 created and 0 resolved 40 Period last 7 days grouped Daily 20 28 Feb 2 Mar 4 Mar 6 Mar This chart shows the avers iii sanjen Asjua payewo ny a qissod UU IS UMopdoig Text field
13. the New Project from the dropdown Select New Issue type from dropdown Next gt gt ONEAGTCESS Onetlickets Lab e g nge E Dashboards iv Projects iv Issues iv Create Issue QuickSearch S Move Issue 1 Select Project and Issue Move Issue Update Fields Type Project OneTickets issue Type Improvement Step 3 of 4 Update the fields of the issue to relate to the new project Note Step 2 is not required H 2 Select New Status Status New Work Order P3 The work order flag marks the prioritized work order that the issue needs to be tackled on 3 Update Fields Solution 4 Confirmation m EKO Description of the solution Component s EMS v Start typing to get a list of possible matches or press down to select Environments Production PROD E Acceptance ACC T QA TEST E Development DEV Next gt gt Cancel RS geste OneAccess 2012 Reporta problem YX NRA ONEAGERs Tools Any user in the CCS Group can change the component from the dropdown by clicking on the Next button it will direct to Move Issue Confirm page and the page appearance as follows 22 OneAccess Confidential CS Ticketing User Manual 1 0 ONENESS Onetickets Lab lw cs supenisor jw E Dashboards iv Projects iv Issues iv JJ Create issue Quick Search Move Issue 1 Select Project and Issue Move Issue Confirm Type Project OneTickets Issue Type Improvement Step 4 of 4 C
14. vi ccs 79 Yesterday 07 25 PM xumm hare Click on the Issues link in the LHS page will appear with the Unresolved By Priority Unresolved By Assignee and Status Summary s as follows 47 OneAccess Confidential on CS Ticketing User Manual 1 0 nee O tee Quick Search Dashboards iv Central Customer Support Create A validation Testing Request Onsite Intervention Request Other v OneOS Voice Issues Issues Unresolved By Priority Status Summary P critical 2 H 8 a Open 12 RE 3206 2 Major 22 HI 92 Closed 13 RE 350 New 9 HI 24 Unresolved By Assignee oe i ccs Reviewed 1 IH 396 CS cells e RE A CPS Reviewed 2 IH 5 CS engineer 1i 4 CS ProdMgmnt 20 s cs sales 18 4 Joris Boogaerts 20 s Joris Boogaerts Admin 1 E Aa Patrick De Boeck 5 E 21 Vijaysagar Reddy AR 17 Unassigned 20 s 7 2 4 Labels In the above page left hand navigation click on the Labels to see the list of labels for Central Customer Support Seene Labels Issues Calendar Heatmap Components View Popular Labels All Labels Labels Order alphabetically popularity Below are the 3 most popular labels The bigger the text the more popular the label Click on a label to see its associated content OST BugScrub01 OT3 0 Testtest_test Clicking on the label related issues will appear on the page as follows ame Oe lee Quick Search Dashboards iv Projects iv Issue Navigator viewsy Tools 4 Summary Edit
15. will not change automatically over time The priority that has been set at the moment of creation of the ticket will be kept until someone changes the priority manually Note the description should be as generic as possible since it will be used as well for other applications of JIRA Alternatively one could decide not to use the default priorities and use a custom priorities field This will be handled in the specifications document 2 2 Component s or Category Users need to select the value from the dropdown based on the category 16 OneAccess Confidential ONEALTERS CS Ticketing User Manual 1 0 TDRE TDRE related OneOS Voice OneOS Voice related OneOS Data OneOS data related TDRE TMA Management interface related Any other component 2 3 Summary It s a text field and user needs to enter the ticket summary 2 4 Description User need to give the details of the issue in the description field 2 5 Assignee User needs to select assignee from the dropdown If user is not selecting any assignee by default it will be selected as Automatic l e based on the category category the ticket will assigned to the category component head 2 6 Solution User can enter the text in the Solution text pad 2 7 Attachment User can attach Files of any file type up to 500MB To attach any file click on the Browse button select the file which user want to upload and Click on Open button 2 8 Linked Issues User can link a ticket
16. with another ticket This workflow is action to avoid one need to duplicate the content of another ticket entirely in case the other ticket has been closed or is only similar User can select the type of link from the 1st dropdown and issues can be selected from 2nd dropdown or user can enter the ticket numbers in the 2nd column Once the ticket is created successfully the page will appear as follows 17 OneAccess Confidential ONEALTERS CS Ticketing User Manual 1 0 Central Customer Support CCS 60 Labs Interoperability test requests summary test 2 Edit Assign Comment More Actions v Approval Received Rejected Views v OIT Vendor Contract Yes rag ana Dr Contractual Impact C Yes Drag and Drop Description interoperability test requests description Attachments da v Acceptance_MailQueue_RDDeliver_Transactions xls 15 kB 04 Mar 13 10 56 PM Acceptance_MailQueue xls 10 kB 04 Mar 13 10 56 PM Issue Links dh is blocked by CCS 54 Test1 oi 4 65 44 Testing the ccs IOT withou the Request More Info and Provide Info actions t A Activity All Comments History Activity Transitions There are no comments yet on this issue Comment OneAccess 2012 Reporta problem X JIRA ONEATTESS TOO S a 2 9 Edit 1 Click on Edit button Any user in the CCS Group can edit any CCS ticket 2 In the Edit Issue page edit the values and click on update button to save the changes 3 In the Edit page Top right corner click on the Conf
17. 1 64 chars Unique number that identifies the issue Number of the related project if Project applicable Requested Delivery An indication of Date the preferred date Indication for delivery T 9 This is indication of the preferred date for delivery date in GMT 1 Text field 256 chars date in GMT 1 Valid userid The expected Duration duration Date of creation of Creation the ticket in Date GMT 1 Name of the reporter requeste Requester r The category indicating the kind of Component request problem One or more component s 6 OneAccess Confidential E CS Ticketing User Manual 1 254 characters to Summary of the summarize the Summary request or issue NA issue Field where the requester 1 512 describes the characters to details of the explain the Description request issue Y dropdown of all OA users who have an JIRA account Once assigned the This is the assignee cannot be responsible for removed only Assignee the ticket replaced Valid userid Current status Y only with the Cfr available allowed statuses Any of the statuses see based on role and the existing Status workflow section current status statuses oo A link to download filename with an attachment a link Y dropdown with the The customer current customers related to the customer not present Customer request in list Dropdown Country where the support has to be provided wh
18. 23 test CCS 24 test CCS 25 test234 Displaying issues 1 to 6 of 6 matching issues 7 1 3 Favorite Filters Based on the filter configuration the filters will display in the Dashboard 45 OneAccess Confidential CS Ticketing User Manual 1 0 Favourite Filters All CCS issues TH Closed CCS Issues 35 New CCS Issues 11 Create Fiter Manage Filters 7 2 Projects 7 2 1 Summary Clicking on the project dropdown in the horizontal navigation will display the current project related to the CS user and View All Projects will display the list of project related to the CCS user Current Project Fa Central Customer Support CCS l i View All Projects Clicking on the Central Customer Support CCS project will go the Summary page which contains the Description Issues 30 Day Summary and Activity Screen fields Dashboards iv Ke HEEN Quick Search Create validation Testing Request Onsite Intervention Request Other v Lil Central Customer Support Summary Wl Reports Y Filters Issues Calendar Description Activity Stream Components Lead Sebastien Le Gall Fv Labels Key CCS Yesterda Joris Boogaerts commented on CCS 80 summary here Issues 30 Day Summary Te 16 Yesterday at 07 58 PM 14 12 Joris Boogaerts created CCS 80 summary here 10 A Yesterday at 07 58 PM j Joris Boogaerts created CCS 79 xumm hare 7 vil Yesterday at 07 25 PM 4 2 CS ProdMgmnt commented on CCS 78 Creating a T
19. 3 Search for all tickets Login with user credentials gt Issues link dropdown in the horizontal navigation gt Manage tab Manage filters gt Select left pane popular tab gt Click on All Issues filter gt User will get the all the issues related to that project 6 3 Export the search results and configure the columns Jira had provided the few options for the search results 1 Views and 2 Tools 42 OneAccess Confidential CS Ticketing User Manual 1 0 6 3 1 Views Views dropdown is having many options for the user based on the requirement user need to select the options ONEACCESS OneTickets Lab e pas Peale EE ENN Issues v JL Create issue Quick Search Issue Navigator New CCS Issues TOMER d Tools 4 Printable Summary Edit New Manage Displaying issues 1 to 11 of 11 matching issues Full Content ee nee RENE FE Bacall in XM Filter New CCS Issues amp Summary Assignee Reporter lt Status Resolutiol L Description New CCS Issues KN CCS 80 summary here Joris Boogaerts Joris Boogaerts o New Unresolve RSS issues Br Summary vi ccs 79 vumm hare Joris Boogaerts Joris Boogaerts New Unresolve 25S Comments Project Central Customer Support CCS 77 Testing CS notification CS engineer CS engineer H New Unresolve Word Status New CCS 75 Onsite Intervention Request CS ProdMgmnt CS ProdMgmnt New Unresolve Excel All fields Sorted by Key descending vi CCS 73 Training Request cs sales cs sa
20. Assignee CS supervisor Reporter CS supervisor Participants CS supervisor Watching 1 v Dates Created Today 11 46 PM Updated Today 11 46 PM Requested Delivery Date Indication 15 Mar 13 Proposed Date 05 Mar 13 File Edit View Favorites Tools Help Central Customer Support CCS 63 Creating a ticket for Training Request Project 2 Edit Assign Vetals Type Priority Component s Labels Project Duration Customer Customer Country OneAccess Departme Location Number Of Attendees Description Assign To Me vi Training Request Major OneOS Voice None Training Request Project 10 SFR Germany R amp D OAB 10 Description for Training Request Project Activity All Comments 13 History Activity Transitions Comment More Actions message will appear as follows Mark CPS Reviewed Request More Info Status Resolution Workflow ei Open View Workflow Unresolved OneAccess Confidential 4 reopie Assignee Reporter Participants watch 1 Dates Created Updated Requested Delivery Date Indication Proposed Date Drag and Drop Views Patrick De Boeck CS supervisor CS supervisor Patrick De Boeck Today 11 46 PM Today 11 49 PM 15 Mar 13 05 Mar 13 Drag and Drop of attachments is currently only available for the following browsers e FireFox 3 6 e Chrome
21. CESS CS Ticketing User Manual 1 0 Attach Files Attachment ICS ticketing specifications vi 8 doc CS Ticketing User Manual vi D doc The maximum file upload size is 500 00 MB Comment DI Ge Viewable by All Users Attach Cancel Delete attachment An attachment can be deleted This file can no longer be downloaded Go to the Attachments link the ticket gt Select the dropdown next to the mark gt Click on Manage Attachments link gt In the result page click on the Delete icon gt in the confirmation page click on the Delete button In the Result page click on the Back to Issue tab gt Observe the result page gt Result Deleted attachment won t appear in the ticket 2 14 Attach screenshot More Actions Attach screenshot More Actions gt Attach Screenshot Paste the screenshot in the result page 2 15 Watch Issue Subscribe More Actions Watch Issue Subscribe More Actions gt Watch Issue Click on the Watch Issue or Click on the Watch link as shown follows Central Customer Support CCS 60 Labs Interoperability test requests summary test 2 Edit Assign Comment More Actions v Approval Received Rejected Workflow Views v Details People Type 4 interoperability Test Request Status a Open Assignee CS supervisor Priority Major View Workflow Reporter CS supervisor Ss e olution Unresolved Component s OneOS Data Resolution Participants CS supervisor Label
22. CS Ticketing User Manual Vijaysagar Reddy Version 1 0 ouer CS Ticketing User Manual 1 0 Version History EECHER EC Vijaysagar May 7 2013 1 0 First Draft Mayzzois Jao restr Reddy 2 OneAccess Confidential ONEATTESS CS Ticketing User Manual 1 0 Contents aL 410 615 1078 e E 5 2 TICKET E GE 5 Bee MWe OV MOY suiexsteaus E E E E A E R 16 ENEE OF EEO e EE E E EON intres 16 E on in El EE 17 LA DECIDU EE 17 EE 17 Di SOFC OM EE 17 e E LE EE 17 STEE Eeer 17 Dic COU eeen aa E A E EE ETEEN E AE A E E AE A O E AEAEE 18 bn E l e T E AON Nesse REN 18 E WE SIENTO E EEN 19 SEET 19 21 OPAC ICG OU 19 DAA PUL AC VS CHE e E 20 2 15 Watch isl De Eet gl 20 EE EN Ke Kee EE 21 MS IVT V aeea unt sete oat spn E E enero sto S r NOUS E E eae eaese yaw s E N E 21 3 Workflow and alter a ticket sms ssssssssssrrrrrssssrerrrrrrrrrrrrrrrrrrrrrrrrrrrr rss rr rss rss rr RR KKR RSS RR KRK KKR RR R RR RR KKR KKR RR KRK rn ann 24 3 1 Workflow for Interoperability test requests UOTl rna 24 3 2 Status Workflow for Interoperability test requests OT 26 3 3 Workflow for all other Central Customer Support requests cccccccesseccceeseceeeeeeceeeeesecerseneess 29 3 4 Status changes all other Central Customer Support reguests ssserresrrrrrrrrerrrrresrrrrerrrrerrrrrr gt 31 RE E ln A EE 34 EE 35 6 GENE Fal FER DT 35 ce UT le EE 35 oye Bed sy an TOR EE 35 6 Ad ET 37 SN ICO de ege Ire 38 3 OneAccess C
23. Manage Filters Projects iv dessen My Filters My EE Filters are issue searches that have been saved for re use This page shows all filters that you own Search Name ssues Shared With Subscriptions W CCS All Issues Types New 60 Private filter None Subscribe Br Search all for Issue Types New CCS filter 60 e Private filter None Subscribe amp v Created filter using the Save as link OneAccess 2012 Reporta problem EX JIRA ONEATESS TOO S 41 OneAccess Confidential CS Ticketing User Manual 1 0 6 2 2 Popular filter Filters are issue searches that have been saved for re use This page shows you the most popular filters ONEAG amp ERs OneTickets Lab Le kd mee Quick Search Popular Filters My Popular Filters are issue searches that have been saved for re use This page shows you the most popular filters Search Name ssues Owner Shared With Subscriptions Popularity amp Non closed issues assigned to me 1 Joris Boogaerts JORBO e Shared with all None 5 All non closed issues currently assigned to me users Subscribe E7 All Tickets 431 OneTickets Administrator admin e Group ems users None 4 e Group jira users Subscribe E7 Non closed issues reported by me 4 Joris Boogaerts JORBO e Shared with all None 3 Overview of all non closed issue that are reported by me users Subscribe 7 Reported by me 11 Joris Boogaerts JORBO e Shared with all None 3 a users Subscribe
24. PM Customer Country Germany Updated Today 12 12 AM OneAccess Departme R amp D Requested ANPA en Delivery Date Location OAB Indication CPS Billable To Custo Yes Proposed Date 05 Mar 13 CPS Optional Charge CPS Optional Charge Reason Drag and Drop CPS Requested Numb 22 Number Of Attendees 10 Description Description for Training Request Project Once the CS Presales is done with the Mark CPS Reviewed action the status will be updated to CPS Reviewed and the CS Supervisor is able to see the following screen 14 OneAccess Confidential WW vs CS Ticketing User Manual 1 0 Onelickets Lab e on a Wa Dashboards iv Projects iv Ke HEEN Quick Search Central Customer Support CCS 63 Creating a ticket for Training Request Project 2 Edit Assign Assign To Me Comment More Actions gt Mark CCS Reviewed Request More Info Workflow Views v Details People Type vi Training Request Status A CPS Reviewed Assignee Francis Leonard Priority Major View Workflow Reporter CS supervisor Component s OneOS Voice BEE geen Participants CS supervisor Francis Leonard Labels None a EN Watching 2 Project Training Request Project Duration 10 v Dates Customer SFR Created Yesterday 11 46 PM Customer Country Germany Updated Today 12 12 AM OneAccess Departme R amp D Requested SE Delivery Date Location OAB Indication CPS Billable To Custo Yes Proposed Date 05 Mar 13 CPS Optional Char
25. ake place 1 possible value Radiobuttons checkbo xes Yes No Is it billable to the Conditional customer Checkboxes Checkboxes i NA empty 1 256characters 1 Proposed duration 64characters Total number of mandays foreseen 1 64characters Total cost for mandays 1 64characters Cost for infrastructure support 1 64characters OneAccess Confidential Expected travel costs travel and accommodation 1 64characters 1 64characters Grand total ONEACCESS CS Ticketing User Manual 1 0 CSO cost Applicable cost center center Date date Sin besen attendees Nb Of attendees Manuals ha nd outs Are manuals or required in hand outs printed required ina version printed version Are the necessary Resources OA people Available available 2 OR Approval Isa2 OR Required approval by external IOT management only required Has the 2 OR 2 OR been approved by Approved management Contractual impact and OIT vendor conditions are contract identified for the signed IOT execution external IOT step 5 3 of IOT only process v1 3 Central PS and legal team perform contract review to identify for any contractual obligations or conditions defined Contractual in the contract impact cond with the vendor itions step 5 9 of IOT identified process v1 3 1 64characters date in GMT 1 Checkbox Checkbox Checkbox Checkbox N Text field N N Train
26. al NA_ JOptional CSO cost person days nb Optional Optional NA oo dT Optional CSO cost total person days EUR Optional Optional Optional NA Optional CSO cost infrastructure EUR Optional Optional Optional Im Ont CSO cost travel expenses EUR Optional Optional Optional NA lt Optional CSO total cost Optional Optional T Optional INA Optional CSO cost center Optional Nb Of attendees Mandatory NA N N TMA A Manuals hand outs required in printed version Optional NA NA NA NA Resources Available Optional Training Room Availability Mandatory Optional 2 OR Approval Required external IOT only NA NA NA Optional NA 10 OneAccess Confidential 2 gt 21212 r gt gt O Z gt cy EEE 7001 gt DT To ER ct S O 6 lt 3 3 2 if ONEACCESS CS Ticketing User Manual 1 0 2 OR Approved OIT vendor contract signed external IOT only NA NA NA Optional NA Contractual impact conditions identified NA NA NA Optional NA Optional must be completed before one can pass to CPS reviewed Optional must be completed before one can pass to CCS reviewed Once done with above action observes the Issue Type dropdown Training Request A request for training to a customer or an internal training Validation Testing Request A request to validate some hardware Onsite Intervention A request for an onsite intervention P
27. an Reporter CS supervisor CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Cs ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt er can CS Ticketing User Manual gt gt gt gt gt gt gt gt Status A CCS Reviewed New A Approved ej More CPS Info Needed Closed A Closed A Closed 3 Open A Closed A Closed A Closed A Closed CPS Reviewed A Closed A Closed A Closed ei 4 Create Issue Create Issue Resolution Unresolved Unresolved Unresolved Unresolved Fixed Fixed Fixed Unresolved Fixed Fixed Fixed Fixed Unresolved Fixed Fixed Fixed rie al Quick Search 1 0 CS supervisor iw views v amp Tools v Created 04 Mar 13 04 Mar 13 04 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 or ire ian 12 gt Updated 05 Mar 13 amp v 04 Mar 13 07 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 04 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 Ar ire ian CS supervisor iv Name CCS All Issues Types New Description Search all for Issue Types Favourite WW Add Shares Everyone ov Shares amp No
28. anage Filter CCS All Issues Types New Description Search all for Issue Types Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save as new filter Subscriptions for current filter Save Current Filter amp Sharing with everyone will make this visible to users who are not logged in Name Description Favourite 7 Shares amp Not shared Add Shares Everyone 3 Add Share with everyone Save Cancel Enter the Name and Click on save button The filter was created successfully and the result page will appear as follows 39 OneAccess Confidential CS Ticketing User Manual 1 0 Dashboards iv Projects iv Issue Navigator New CCS filter Summary Edit New Manage Filter New CCS filter Description Created filter using the Save as link Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save as new filter Subscriptions for current filter Displaying issues 1 to 50 of 60 matching issues T pu L D WB BBB B mn B B CCS 63 CCS 62 CCS 60 CCS 58 CCS 57 CCS 56 CCS 55 CCS 54 CCS 53 CCS 52 CCS 51 CCS 50 CCS 49 CCS 48 CCS 47 CCS 46 cor ar Summary Creating a ticket for Training Request Project Training Request Summary Labs Interoperability test requests summary test edit 3
29. as new filter Subscriptions for current filter amp Displaying issues 1 to 50 of 60 matching issues PQ ccs 63 CCS 62 CCS 60 CCS 58 CCS 57 CCS 56 CCS 55 CCS 54 CCS 53 CCS 52 CCS 51 CCS 50 CCS 49 CCS 48 CCS 47 CCS 46 d PN BB BENEN BBBBB FSF d Summary Creating a ticket for Training Request Project Training Request Summary Labs Interoperability test requests summary test edit 3 fvdvdbv edit2 Edit Test1 ertertertert gdfghdfbhh qwdqwdrqwd gvwergerg dfwsdfwd trSwetwer 2wi2wei2e e21e12e 6 1 3 Filter functionality 6 1 3 1 Rename or Share for filter Click on the Rename and Share link Operations gt Rename or Share link ONEAKESs OneTickets Lab lis Dashboards iv Projects iv Issue Navigator CCS All Issues Types Summary Edit New Manage Filter CCS All Issues Types Description Search all for Issue Types Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save as new filter Subscriptions for current filter Edit Current Filter Sharing with everyone will make this visible to users who are not logged in Assignee Patrick De Boeck CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Patrick De Boeck CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Wodan Van Acker CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt or c
30. e d Start In progre Progress Deliver Closed ed CCS review ed CS Ticketing User Manual 10 User Manual cs engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt CS Supervisor PADEBO E CS Supervisor PHIMO 7 CS PreSales Based on component CS supervisor CS COO CS supervisor Performer of the CS engineer action CS supervisor Performer of the CS engineer section CS Supervisor CS supervisor OneAccess Confidential CS COO Central CS updates cost evaluation and proposed solution recommend in the Support ation fields Customer Request Based consensus between Central PS amp Central CS this request is sent to the COO on non Support request is prepared being delivered Support request can be closed CS the request by providing Central disapproves proper justification to cell COO rejects ONEACCESS CS Ticketing User Manual 1 0 CCS Approv Approve CS Presales Based on 5 5 amp Central PS approves Reviewed e d component 5 8 and enters tentative timelines for addressing the request 4 User Management All user management related tasks can be requested by the OneAccess Helpdesk system SysAid Initially this setup will be present Person responsible for the CS supervisor Francis Wodan amp Sebastien assignment within CS Stijn Van Woensel Sven Clabots Wodan Van Ack
31. er Youssef Rachid Berhe Feshaye Fabrice Codo Francis Leonard Hamid Lakrazbi Jose Pacheco Ludovic CS engineer Alloy Philippe Laboirie Sebastien Le Gall CCS OO Alain Nercessian Alan Brazier Axel Philips Balazs Veszely Benoit Souffree Bertrand de Fleurieu Bertrand Meis Catherine Nuyts Christine Gaultier Christophe Peix Daniel Nguyen Dennis Gatens Dmitry Kvardakov Dominique Brossard Emma Richardson Eric Bonneau Fabienne Bernard Fabrizio Repetto Franck Lespayandel Gunnar Frisk lan Coster Ine Venken Inge Van de Peer Jagadish Botlaguduru Jan Polak Laurent Chaudron Lee Hardie Monir Mouso Patrick Cosperec Patrick De Boeck Peter Maschke Philippe Durand Philippe Moulin Robert Godard Rogelio Ruiz Contreras Rudolf Demeulenaere CS sales Sandra Mangold Udo Abt Sales lain Maibach Anuraj Bhadana Bertrand Pennachio Cedric Legoux Claude Dutemple Dirk Johann Westermann Frederic Deyras Guillaume Brodar Jon Ramirez de Olano Medrano Labass Dembele Martin Bek Patrick Patzelt Peter Beckers Stefano Di Natale Tahir CS cells Khan Thierry Cotellon Thorsten Freiheit Cells Gong Philippe Moulin 34 OneAccess Confidential ONENESS CS Ticketing User Manual 1 0 AbdelMajid Mechkour Anais Hachmanian Anuraj Bhadana Ben Howarth Bertrand Pennachio Cherif Benmerad Denis Behaghel Dheeraj Mengu Emmanuel Lety Fabrice Boise Francis Baestaens Guillaume Brodar Jawad El Khoury Jean Michel Pel
32. ere the support request is applicable This is not necessarily the Customer main country of Readable country name Y dropdown of ISO Country name Country the customer no abbreviation country list cfr ISO 3166 1 Dropdown Sales Pre Sales Sales Operations R amp D R amp D NBO Manufacturing Internal EMS Repair Center Customer Support Central CS Customer Support FT The Cell department cell Customer Support related to the France CLECs Cell request For Customer Support internal requests Spain amp Portugal Cell GC mainly Customer Support See dropdown 7 OneAccess nl OneAccess Confidential ONEACCESS CS Ticketing User Manual 1 0 Location CPS Billable to customer CPS Optional charge reason CPS requested number of days CSO cost person days nb CSO cost total person days EUR CSO cost infrastructur e EUR CSO cost travel expenses EUR CSO total cost Italy Cell Customer Support Benelux Cell Customer Support DT Cell Customer Support Germany amp Switzerland Cell Customer Support Eastern Europe Cell Customer Support Hungary Cell Customer Support Mexico CALA Cell Customer Support Singapore Cell Customer Support India Cell Customer Support Australia amp NZ Cell Other Dropdown Customer premises see comments for details OAB OAF OAI Others see comments for details or empty Where should it t
33. eriodic customer meetings are not Request dealt within the application Interoperability Test Request Interoperability Test Request IOT Any other request Select the Project as Central Customer Support amp Issue type as Interoperability Test Request from the dropdown and click on Create button Screenshot will appear as follows ten nun CMN KE C D oabljira dev browse CCS w Create Issue Configure Fields E Project a Central Customer Support Issue Type ai Interoperability Test Request Some issue types are unavailable due to incompatible field configuration and or workflow associations Project Number of the related project if applicable Requested Delivery E Date Indication D An indication of the preferred date for delivery Duration The expected duration ai Reporter cs sup Type username of the reporter Component s Start typing to get a list of possible matches or press down to select Summary Description EI E Create another Create Cancel Fill all mandatory fields and click on Create and screen will appear as follows 11 OneAccess Confidential WW CS Ticketing User Manual 1 0 rosenen KSE a A msn gt CO D oabijira dev browse CCS 60 Dashboards iv Projects d Issues e ke CIE Quick Search w D Central Customer Support CCS 60 30f33 amp os Return to search Y
34. ers can search the tickets based on the any of the fields which are present in the Issue Navigator gt left pane Login to Jira gt Horizontal Navigation gt Search for Issues gt User will direct to default Issue Navigator page 35 OneAccess Confidential ONEALTERS CS Ticketing User Manual 1 0 Issue Navigator Summary New Manage Switch to advanced searching You do not currently have a search or filter selected Search Query Jo Summary Description Comments Project All projects Central Customer Support Indus Onelntranet OneR eports Issue Type Any Standard Issue Types Bug Task Training Request Issue Attributes gt Dates and Times gt Work Ratio Custom Fields Search Edit Part of New Clicking on the Search button Edit tab will appear as follows 36 OneAccess Confidential ONENESS Onelickets Lab Ji Issues e Dashboards iv Projects iv Issue Navigator CS Ticketing User Manual Create Issue 1 0 CS supervisor views v amp Tools v Summary Edit New Manage Displaying issues 1 to 50 of 60 matching issues 12 Switch to advanced searching T Summary Assignee Reporter P Status Resolution Created Updated You are currently using a new Dy CCS 63 Creating a ticket for Training Request Project Patrick De CS supervisor CCS Reviewed Unresolved 04 Mar 13 05 Mar 13 amp v unsaved searc
35. fo needed CS supervisor CS engineer cs sales cs cells CS COO CS pre sales cs prod strat cs prod mgmnt cs pre sales CS supervisor CS supervisor CS supervisor CS engineer CS supervisor CS engineer CS pre sales CS supervisor CS engineer PADEBO Based on compone nt Actual performe r of the action Actual performe r of the action Actual performe r of the action Reporter Reporter Reporter OneAccess Confidential 5 5 amp 5 6 5 7 amp 5 8 a 5 8 b 5 1 5 12 5 13 Elicited IOT requirement s including scope and tests are present Resource needs are consolidated synergies are investigated Central CS has all info needed Draft plan is present Support request Is being prepared delivered Support request can be closed More info is needed More info is needed ONEACCESS CS Ticketing User Manual 1 0 More Pre sales info needed More CPS info needed Requirement s final 28 Provide Info Provide Info Rejected Requirement s final CPS Reviewed Closed CS PADEBO supervisor CS engineer cs sales cs cells CS COO CS pre sales cs prod strat cs prod mgmnt CS Basedon supervisor compone CS nt engineer cs sales cs cells CS COO CS pre sales cs prod strat cs prod mgmnt CS Reporter 5 11 supervisor OneAccess Confidential More info
36. ge CPS Optional Charge Reason e Drag and Drop CPS Requested Numb 22 Number Of Attendees 10 v Description Description for Training Request Project v Activity E In the above page click on the Mark CCS Reviewed action if user is not filled the CSO fields the following warning Workflow Error message will appear on the screen Workflow Error s0 Cost Center is required CSO Cost Infrastructure in EUR is required CSO Cost Person Days Numbers is required CSO Cost Total Person Days in EUR is required CSO Cost Travel Expenses in EUR is required CSO Total Cost is required It seems that you have tried to perform an illegal workflow operation If you think this message is wrong please contact your JIRA administrators Click on the Edit button to fill CSO fields and click on update button to update the ticket After updating the values screen will appear as follows 15 OneAccess Confidential CS Ticketing User Manual 1 0 Central Customer Support CCS 63 Creating a ticket for Training Request Project 2 Edit Assign Assign To Me Comment Mark CCS Reviewed Request More Info Vorkflo Views v Type 3 Training Request Status CPS Reviewed Assignee Francis Leonard Priority Major View Workflow Reporter CS supervisor Component s SES RES DER RES Participants CS supervisor Francis Leonard Labels None SH Watching 2 Project Training Request Project Duration 10 Dates Customer SFR C
37. h Save it as a filter Boeck vi CCS 62 Training Request Summary CS supervisor CS supervisor New Unresolved 04 Mar 13 04 Mar 13 Search Ai CCS 60 Labs Interoperability test requests summary CS supervisor CS supervisor Approved Unresolved 04 Mar 13 07 Mar 13 Query test A CCS 58 edit3 CS ProdMgmnt CS ProdMgmnt ej More CPS Info Needed Unresolved 05 Feb 13 05 Feb 13 7 Summary Description 2 ccs 57 fvdvdbv CS ProdMgmnt CS ProdMgmnt 4 Closed Fixed 05 Feb 13 05 Feb 13 E Comments BH ccs 56 edit2 CS ProdMgmnt CS ProdMgmnt A Closed Fixed 05 Feb 13 05 Feb 13 Project A ccs 55 Edit CS ProdMgmnt CS ProdMgmnt amp A Closed Fixed 05 Feb 13 05 Feb 13 All projects D ccs 54 Testi Patrick De Cs ProdMgmnt o Open Unresolved 05 Feb 13 04 Mar 13 Central Customer Support E Boeck Indus W ccs 53 ertertertert Cs ProdMgmnt CS ProdMgmnt amp 4 Closed Fixed 05 Feb 13 05 Feb 13 Onelntranet OneReports a I ccs 52 gdfghdfbhh CS ProdMgmnt CS ProdMgmnt 4 Closed Fixed 05 Feb 13 05 Feb 13 Issue Type I CCS S1 qwdqwdrqwd CS ProdMgmnt CS ProdMgmnt 4 Closed Fixed 05 Feb 13 05 Feb 13 Any E I CCS SO gvwergerg Cs ProdMgmnt CS ProdMgmnt 4 Closed Fixed 05 Feb 13 05 Feb 13 Standard Issue Types ee E D ccs49 dfwsdfwd Wodan Van CS ProdMgmnt 4 CPS Reviewed Unresolved 05 Feb 13 05 Feb 13 Training Request Acker Validation Testing Request z B onsite intervention Request W CCS 48 tr5wetwer CS ProdMgmnt CS ProdMgmnt A Closed Fixed 05 Feb 13 05 Feb 13
38. icket adding a comment 14 Apr 21 Apr 28 Apr 5 Ma Issues 16 created and 5 resolved 2 Yesterday at 12 00 PM CS ProdMgmnt changed the Assignee to CS ProdMgmnt on CCS 78 Creating a Issues Updated recently Ticket A CCS 80 Yesterday 07 58 PM E Yesterday at 12 00 PM summary here cs sales commented on CCS 78 Creating a Ticket vi CCS 79 Yesterday 07 25 PM z adding a comment xumm hare Yesterday at 11 55 AM 2 ccs 78 Yesterday 12 00 PM Creating a Ticket S EFA Ce uperntsnr channoed the status ta CPS Reviewed on CCS 78 Creatina a Ticket 7 2 2 Issues In the above page left hand navigation click on the Issues to see the various categories of the issues like Unresolved By Priority Unresolved By Assignee Status Summary Unresolved By Component Unresolved By Issue Type 46 OneAccess Confidential BW CS Ticketing User Manual 1 0 Click on the links to view the list of issues related to the particular selection Dashboards iv AET Quick Search E Create Validation Testing Request Onsite Intervention Request Other Lil Central Customer Support Issues Issues Unresolved By Priorit Status Summa Calendar y ry Components criticala W 10 s Open 24 M 312 Labels 2 Major 33 HI 90 A Closed 35 455 New 11 RE 14 Unresolved By Assignee oe v Approved 2 E e EE ux i CCS Reviewed 1 Ria CS engineer 1 M2 wl CPS Reviewed 3 E 4 CS Presales 1 M 2 S More CPS Info Needed 1 W 1 CS Pr
39. igure Fields dropdown where user is able to find two links All Custom by using Custom link user can select the fields which user want to see in the Edit Issue screen Based on the show fields Edit Issue screen will appear 2 10 Assign 1 Click on the Assign button 2 In the popup select the assignee from the dropdown select the assignee from the dropdown 3 Enter the comments in comment field if required and click on Assign button 18 OneAccess Confidential ONEACCESS m CS Ticketing User Manual 1 0 Assignee F CS supervisor Comment Den B Viewable by All Users shortcut tip Pressing a also opens this dialog box Assign Cancel 2 11 Assign to me Click on the Assign to me tab users should able assign the tickets for them self s 2 12 Add comment Clicking on the Comment button user can add a comment A comment can be added to a ticket A comment consists of at maximum 512 ASCI characters HTML and other formatting is not required Comments are visible to all users who have access to the system Note The user who ever commented on the ticket will get the mail notification whenever any comment is added to the ticket 2 13 Attached file More Actions Attached file More Actions gt Attached file Click on the Attach Files link in the popup Browse the attachment enter the comments if required and click on attach Files of any file type up to 500MB can be uploaded 19 OneAccess Confidential ONEA
40. ilters are SW not present it will display the message You have no favorite filters While creating filters by default 40 OneAccess Confidential m CS Ticketing User Manual 1 0 favorite filter is enabled with yellow color star and the favorite filters list will display as follows CS supervisor l Issues w Kader Dashboards E e Manage Filters Projects iv fannie Favourite Filters My Fees Filters are issue searches that have been saved for re use This page shows you all your favourite filters Search Name ssues Owner Shared With Subscriptions W CCS All Issues Types New 60 CS supervisor cs sup Private filter None Subscribe Ge NM Search all for Issue Types W New CCS filter 60 CS supervisor cs sup e Private filter None Subscribe iv Created filter using the Save as link Not shared with any other users ots parerpane OneAccess 2012 Reporta problem X JIRA ONENESS TOO S Clicking on the Edit link users will direct to edit filter page and they can edit the selected the filter name Clicking on the Delete link user can delete the filter even if they the filter is subscribed for the filter Clicking on the Column links user is able to add delete and alter the columns 6 2 2 My Filters Clicking on the tab in the left pane it will display the list of filters for the user CS supervisor iv TL Create issue Quick Search Issues e Dashboards iv e
41. ing Room Availability Is the training Confirmed room booked Checkbox Yes List with all existing software Checkbox versions Latest Version Possible value Software The relevant Version software version Text field up to 64 characters The relevant Hardware hardware Platform platform Resource Shortage Knowledge Missing Expert Knowledge Required Backup Required Escalated TAC Possible value What is the reason Reason of the escalation 9 OneAccess Confidential ONEACCESS CS Ticketing User Manual 1 0 Integer no link is required in phase 1 however a link Number of the is very extranet ticket welcome platy 3 er o VG 3 o Automated Automated Automated Automated Automated entry entry entry entry entry Project Optional Optional Optional Optional Optional Requested Delivery Date Indication Optional Optional Optional Optional Optional Duration Optional Creation Date entry entry entry entry entry Requester entry entry entry entry Category Mandatory Summary Mandatory Description Optional Customer Mandatory Mandatory Mandatory Mandatory Mandatory Customer Country Mandatory Mandatory Mandatory Mandatory Mandatory Onsite always this Location Optional Optional value Optional Optional Proposed Date Optional CPS Billable to customer CPS Optional charge reason ptional CPS requested number of days Optional Optional Option
42. is provided More info is provided The 2nd OR is rejected external IOT requests only IOT Vendor Contract amp IOT Conditions can be attached to the ticket if needed ONEACCESS CS Ticketing User Manual 1 0 5 11 The 2nd OR is approved external IOT requests only There is no additional workflow step for this The approval is marked in the tickets fields Note the split 5 5 and merger 5 10 is not supported by the JIRA workflow 3 3 Workflow for all other Central Customer Support requests 29 OneAccess Confidential ONENESS CS Ticketing User Manual 1 0 Create Request e Zeg Send to CPS S NM Deliver Close Provide Info Request More Info in J WW Mark CPS Reviewed Request More Info i More Info CPS Reviewed eal Provide Info f Mark CCS Reviewed Request Arbitratio S Kb CCS Reviewed V a Approve Approve s 4 Rej Reject yee Pa Approved d n Arbitration ject Start Progress Delivered In Progress er 30 OneAccess Confidential WW ONEACKESS CS Ticketing User Manual 1 0 3 4 Status changes all other Central Customer Support requests To By Default Process Description Status Assignee action Create New cs supervisor Reporter cs engineer cs sales cs cells CS COO cs pre sales cs prod strat cs prod mgmnt New Send to Open cs supervisor PADEBO CPS cs engineer
43. les New Unresolve Excel Current fields P Charts Operations CCS 72 Other CS Presales CS Presales New Unresolve e Rename or Share the current filter D CCS 25 test234 CS cells CS cells 4 New Unresolve On Dashboard Save as new filter Subscriptions for current filter CCS 24 test CS cells CS cells 8 New Unresolved 31 Jan 13 31 Jan 13 CCS 23 test CS cells CS cells New Unresolved 31 Jan 13 31 Jan 13 CCS 22 test CS cells CS cells t New Unresolved 31 Jan 13 31 Jan 13 A CCS 21 test CS cells CS cells New Unresolved 31 Jan 13 31 Jan 13 Displaying issues 1 to 11 of 11 matching issues OneAccess 2012 Reporta problem EN JI OnEAtERs Tools oabljira dev secure IssueNavigator jspa mode hide amp requestid 11102 6 3 2 Tools Configure option gt Clicking on the Configure Columns the page will direct to Issue Navigator column as follows and user can manage add delete and alter columns The table will show issue fields in order of appearance in your Issue Navigator Note Not all the fields below are shown in Issue Navigator for each issue e g custom fields which are only per project and or per issue type 7 User Roles CS Users Once user logged in with credentials user will get the following default screen 43 OneAccess Confidential ONEACTESs CS Ticketing User Manual 1 0 Dashboards SCT eS ae a Kaes Quick Search amp Tools v p Created vs Resolved Chart All Tickets Assigned to Me T Key
44. letier Jon Ramirez de Olano Medrano Juan Manuel BRAVO Lindoro Martin Bek Mathieu Vanwynsberghe Maxime Bourrel Michael Hartlaub Patrick De Boeck Philippe de la Bourdonnaye Philippe Kauffmann Phillip Law Roland Schmidt Stefano Di Natale Tahir Khan CS Presales Wim Stuyck Entire presales team eg acl eg CS ProdStrat Bourrel Paul Pyck Product Strategy team epes Sue es jee Product Management team _ CS ProdMgmnt Peyrat Paul Pyck Yves Djedje Product Management team 5 Reporting Reports are currently out of scope for Phase 1 However a user can generate KPI reports by filtering the required data exporting it to Excel and then calculating on or aggregating the exported data 6 General Features 6 1 Filtering 6 1 1 Search for Issues Go to Issues gt Search for Issues User will redirect to Issue Navigator page In the result page 3 tabs will appear Summary New and Manage in the left pane Search By default New tab is selected and the tab page details as follows New New tab will present with Switch to advanced searching Clicking on the advanced link the text link present in the New tab the text changes as follows Switch to simple searching if u have already selected for simple search user will get a link saying that History dropdown with the searched query clicking on the searched query user will direct to Edit tab which will be created newly Simple Search For New tab default search is Simple Search Us
45. ll be created successfully with the existing ticket fields 2 17 Audit Open the ticket gt Observe the 4 tabs All Comments History and Activity gt Click on the tab to view the history of the ticket All All actions performed in the ticket will appear in the all tab Comments Only comments will display in the comments tab History All the actions will be tracked in the History tab i e attachments added deleted Issue status changes linking cloning and all actions will be tracked in this tab Activity Which user perform which task tasks performed by specific user will display next to them 2 18 Move Move More Actions gt Move gt the action is mainly used to move the tickets from one project to other project Clicking on the Move link user will direct to Move Issue page and the page appearance as follows 21 OneAccess Confidential ONEALTESS CS Ticketing User Manual 1 0 NETWORKS CS supervisor iw Dashboards iv Projects iv Issues iv Ke CHEN Quick Search Move Issue 1 Select Project and Issue Move Issue CCS 59 ewtewtew Type Step 1 of 4 Choose the project and issue type to move to 2 Select New Status 3 Update Fields Select Project 4 Confirmation Current Project Central Customer Support New Project ei OneTickets X Select Issue Type Current Issue Type Other New Issue Type E Improvement Next gt gt Cancel OneAccess 2012 Reporta problem SCRA ONEAG Es fools Select
46. mated assignment and at creation time of the ticket an email will be sent to e The creator of the ticket e The assignee e Everyone who subscribed to the ticket watcher Everyone who added comments to the ticket Everyone who auctioned on the ticket Search for Issues Create Issue Recent Issues list Favourite filters list and Manage filters Hence supervisors will not receive emails in all cases however they can subscribe themselves at all times to a ticket The email will contain e A brief description of the change as subject e A direct link to the ticket 49 OneAccess Confidential CS Ticketing User Manual 1 0 e An overview of the changes At creation time of the ticket an email will be sent to all ICS supervisors 50 OneAccess Confidential
47. odMgmnt 5 EE i2 Reen 1 BR ze Unresolved By Component CS supervisor 1 BR 2 amp OneOS Data 7 i EH Joris Boogaerts 2 5 OneOs Voice 24 Joris Boogaerts Admin 1 E za OneTickets Administrator 4 Ml 10 amp Other Patrick De Boeck 11 RE Zen TDRE 10 and 3 more amp TDRE TMA 3 Unresolved By Issue Type 5 Interoperability Test Request 8 WE 10 Onsite Intervention Request 5 E 12 other 9 RE 21 WI training Request 16 BE 32826 A validation Testing Request 4 E 10 7 2 3 Components In the above page left hand navigation click on the Components to see the list of components for Central Customer Support Components Issues Calendar ft OneOS Data Lead FRLE OneOS Data Related Components ft OneOS Voice Lead FRLE OneOS Voice Related Labels amp Other Lead Sebastien Le Gall Any other component TORE Lead Wodan Van Acker TDRE Related amp TORE TMA Lead Wodan Van Acker Management Interface Related Click on the Component name to view the list of issues related to the component and it will display the recent updates in the page GEET EE Projects v a Create issue Quick Search Central Customer Support Create A validation Testing Request Onsite Intervention Request Other OneOS Voice Summary Summary yY Filters v Issues Description OneOS Voice Related e Lead FRLE Issues Updated recently 2 ccs 78 Today 09 39 AM Creating a Ticket A ccs 80 Yesterday 07 58 PM summary here
48. on of the preferred date for delivery Duration The expected duration Reporter cs sup Type username of the reporter Component s Start typing to get a list of possible matches or press down to select Summary Description e El Create another Create Cancel Fill all mandatory fields without the CPS amp CSO optional fields and click on Create the screen will appear as follows 12 OneAccess Confidential Dashboards iv A oA CCS 63 Creating a tick x gt CO Ui oabijira dev browse CCS 63 Projects i Issues v Central Customer Support CCS 63 Creating a ticket for Training Request Project Edit Assign Details Type Priority Component s Labels Project Duration Customer Customer Country OneAccess Departme Location Number Of Attendees 4 Description Comment 2 Training Request Major OneOS Voice None Training Request Project 10 SFR Germany R amp D OAB 10 Description for Training Request Project v Activity All Comments History Activity SJA http oabljira dev browse CCS 63 More Actions Transitions Send to CCS Delivered Workflow Status New View Workflow Resolution Unresolved oA CCS 63 Creating a ticket X Once the Status is in the Open and CS Presales will get the following screen 1 of 34 Return to search Y Views v People
49. onfidential ONERLTESS a CS Ticketing User Manual 1 0 6 1 3 1 Rename Gr Share for EE 38 6 1 3 2 Creating a new filter from existing filt rl smmsssssssserssrererrrrrerrererrrrrrerrererrrrrrrrrrrrrrrrrs rer rr r rr rr nr rn 39 G 1 3 3 SUPSCHIPUONS TOT E 40 e2 Manage E 40 EE 40 SH OUT ol No 6S Pe ne a ee a ee eee ere ee eee 41 Bs ZZ PO PULA eege 42 Se I US EE 42 Se hee ie cea denn tevernutoncnscecncrervus E E E racecar E SANN 42 6 3 Export the search results and Configure the COlUMNS ssssssersssrrrrsrrrrserrrrersrrrrrrrrrrrrrrrrrrrrrr renen rr rna 42 SE E SE SE LEE 43 PUSET ROI ee EEN 43 EE SE F R DD En e BEE 44 7 1 1 Created vs Resolved Chart All Tickets chat 44 PLA ENE CIAO TEE 45 EE ENEE eege 45 Jo PROV CCS EE E E A E E A ro Nossan bets E A E E 46 TEE re ln E 46 Ee 46 Fe OVI OCIS ere 47 TPE eet 48 Eeer 48 EE 49 4 OneAccess Confidential ONEALTESS CS Ticketing User Manual 1 0 1 Introduction This manual is intended for users of the OneAccess OneTickets CCS Central Customer Support Projects In the chapters below it explains the different elements of a ticket the workflows scheme the permission settings and user profiles It graphically elicits the various options features that a user has to interact with the system Administration of OneTickets is not covered by this document Administration is currently taken care of by the OneAccess Tools Team 2 Ticket Fields Login to the Jira by typing the http
50. onfirm the move with all of the details you have just configured nal Value before move New Value after move m RH 2 Select New Status Status New Project Central Customer Support OneTickets RH 3 Update Fields Type Other Improvement 4 Confirmation Status Workflow New CCS Default Workflow New ToolKIT Workflow 2 0 Work Order P3 Solution Component s OneOS Voice EMS Environments Assignee CS supervisor Sonu Mathew Customer Country India OneAccess Department Customer Support Spain amp Portugal Cell Software Version ADVLEG V3 5R4E5_FT9 Project fsdfdsgfds CSO Cost Travel Expenses in EUR BADFGFD 8 656565 CSO Total Cost 6246526 96 R VASDSAH CSO Cost Total Person Days in EUR gfADFD 878678 CSO Cost Infrastructure in EUR hgHJGhdgh 7656656 If confirmed click on the Move button to move the ticket from One project to other project else click on the Cancel button to go back to previous step After clicking on the Move button the ticket will move from one project to another project and the page will appear as follows ONEAGESs OneTickets Lab e Gage Dashboards iv Projects iv Ke HEEN Quick Search OneTickets OT 142 ewtewtew Comment Attach Files Attach Screenshot More Actions Views v Details People Type A Improvement Status New Assignee Sonu Mathew Priority Major View Workflow Reporter CS supervisor Affects Version s None Resolution Unresolved Participants
51. reated Yesterday 11 46 PM F Customer Country Germany Updated Today 12 29 AM OneAccess Departme R amp D Requested 15 Mar 13 Delivery Date Location OAB ndication CPS Billable To Custo Yes Proposed Date 05 Mar 13 CPS Optional Charge CPS Optional Charge Reason CPS Requested Numb 22 CSO Cost Person Days 25 CSO Cost Total Person 1000 CSO Cost Infrastructu 3000 CSO Cost Travel Expen 750 CSO Total Cost 10000 CSO Cost Center 5000 Number Of Attendees 10 Drag and Drop Manuals Hand Outs R Yes Daraurenr Availsahin Yes And all other statues will update according to the actions performed by the user Note All the CSO and CPS are accepting the alphabets number and special characters also 2 1 Priority Based on the type of the user need to select the value from dropdown Default will be Major Name Description Guidelines Requires action Given the impact this is critical and requires action asap Blocker asap Use this priority in case highest priority should be given to this request This in has a severe impact fast resolution is required Major impact Normal problem Minor impact or other problem where easy workaround is present The Minor Minor impact a request can be handled with low priority The lowest priority possible Trivial Trivial No use case identified but the 5 priorities of JIRA will be kept as is since shared through all JIRA projects Note Priorities
52. s OST BugScrub01 Project Project Interoperability test requests Duration 200000 re Observe the watching icon as follows as i e user who was opted for this option will get the mail notification for all changes 20 OneAccess Confidential ONEAKESs CS Ticketing User Manual 1 0 Central Customer Support CCS 60 Labs Interoperability test requests summary test 2 Edit Assign Comment More Actions v Approval Received Rejected WVorkflo Views v Details People Type SZ interoperability Test Request Status vi Open Assignee CS supervisor aaa Major View Workflow Reporter CS supervisor C t s esolution Unresolved Component s OneOS Data Resolution hon Gees Labels OST BugScrub01 Project Project Interoperability test requests Duration 200000 Note The user who ever clicks on the watch link on the ticket will get the mail notification and if user want to stop watching the issue user need to click on the Watching icon Click on the digit which is present next to the Watching text i e digit fox ex 4 to see list of watchers 2 16 Clone More Actions Clone More Actions gt Clone Clone is used to create a new ticket with the existing ticket Users Reporter of the existing ticket can create a new ticket by using the Clone Click on Clone link in the popup change the summary if required if required check the option to clone attachment also and click on clone button New ticket wi
53. t shared Add Share with everyone Save Cancel Enter new Name in the Name text field and click on Save button 38 OneAccess Confidential Ac tnes m ONEAGESs OneTickets Lab Jim Dashboards iv Projects iv Issues v Issue Navigator CCS All Issues Types New Summary Edit New Manage Filter CCS All Issues Types New Description Search all for Issue Types Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save as new filter Subscriptions for current filter Displaying issues 1 to 50 of 60 matching issues T PQ ccs 63 ccs 62 a CCS 60 CCS 58 CCS 57 CCS 56 CCS 55 CCS 54 CCS 53 CCS 52 CCS 51 CCS 50 CCS 49 CCS 48 CCS 47 CCS 46 Summary Creating a ticket for Training Request Project Training Request Summary Labs Interoperability test requests summary test edit 3 fvdvdbv edit2 Edit Test ertertertert gdfghdfbhh qwdqwdrqwd gvwergerg dfwsdfwd trSwetwer 2wi2wei2e e21e12e Assignee Patrick De Boeck CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Patrick De Boeck CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt Wodan Van Acker CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt or can Reporter CS supervisor CS supervisor CS supervisor CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt CS ProdMgmnt
54. v Created 04 Mar 13 04 Mar 13 04 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 or irel jan appear ame EEEN Quick Search 12 gt 05 Mar 13_ tr 04 Mar 13 07 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 04 Mar 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 05 Feb 13 Ar ael jan as CS supervisor iv Dashboards iv Projects iv Issue Navigator New CCS filter 1 Summary Edit New Manage Filter New CCS filter Description Created filter using the Save as link Summary Project Central Customer Support Sorted by Key descending Operations Rename or Share the current filter Save as new filter Subscriptions for current filter Filter Subscription Schedule amp Daily Interval once per day Days per Week Days per Month Advanced v at 1 The current server time is 07 Mar 13 03 15 PM Central European Time Subscribe Cancel Email this filter even if there are no issues found 00 v am Select the options and click on the Subscribe button 6 2 Manage Filters Manage filters will display with the 4 vertical tabs in the left navigation 1 Favorite 2 My 3 Popular 4 Search 6 2 1 Favorite Filters Favourite filter will display the list of favorite filter saved for the present user If favorite f

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