WebTRUSS USER MANUAL
Contents
1. This type of problem will generally only be reproducible with specific data ENHANCEMENT A request for a change to the system design that you are prepared to pay for FAULT A problem that you believe is caused by the system software This type of problem is generally reproducible with a variety of data SUPPORT A general request for assistance A problem that you believe is caused by some malfunctioning of your system unconnected with the software or data e g the host server is down WISH LIST A request for a change to the system design that you would like to see included in a future release but which you would not be prepared to pay for specifically 5 1 1 1 Priority Definitions a The Priority field should be used to denote the urgency of the problem or request You should categorise the priority in relation to the response times specified in your support contract b A general guide is given in the table below Priority as defined Priority in Examples in support contract WebTRUSS HIGH A problem that is preventing the system from being used 2 NORMAL A problem that degrades system performance but which can be worked around A problem in an infrequently used area of the system An enhancement that is required to make full use of the system or which is time critical 3 LOW A problem which has no material affect on the use of the system such as a spelling mistake An enhanc2. 408 VISAPRESS SOLS s crystal amends 22 19 01 11 45 REPORTEO Edie 25399 NICHOLSONBAS sol Paid Amend for quote letter 22 10 01 09 56 STALLED Edit i b The list of selected calls may be sorted on the data in any of the columns by clicking on the heading of that column For example clicking on Call Ref sorts the list by the call reference c The list can be sorted in either ascending or descending order Clicking on the column heading again alters the order of the list from ascending to descending or vice versa d Up to 10 calls can be displayed on a page The buttons beneath the list can be used to view further calls from the list These buttons are Start Next Prev End The buttons that are displayed will depend upon the number of the calls in the list and your current position within it e To view the details of a specific call click on the Go button in the View Edit column on the right hand side of the table This opens the Edit Call page iteba ITA OCP 801 3 WebTRUSS USER MANUAL iteba STANDARDS COMMERCIALLY CONFIDENTIAL 6 3 To View Details of a Specific Call a The Edit TRUSS Call page displays the details of a particular call This is shown below 3 i teba Web Truss System Microsoft Internet Explorer BEES File Edit View Favorites Tools Help aa Ala a 3 Home Mail a Back Forward Stop Refresh Search Favorites History Print Edit Address http ww
3. WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL WebTRUSS USER MANUAL Issue 3 October 2002 IT OCP 801 3 iteba ITA QCP 801 3 WebTRUSS USER MANUAL ixteba STANDARDS COMMERCIALLY CONFIDENTIAL Scope This document is a user guide for the online call logging system WebTRUSS NAME SIGNATURE DATE APPROVED BY Maureen Kilgannon CA i AUTHORISED BY Director E SSE Amendment Record HSSUE AE EEE REASON A BC September 2001 ITA JWT 005 Initial Release Document 2 versions October 2002 ITA OCP 801 3 amalgamated and updated for all users Copyright subsists in all itteba documentation Except as permitted under the Copyright Designs and Patents Act 1988 no extract may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic photocopying recording or otherwise without prior written permission from i teba i teba 2002 isteba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL Contents Scope Amendment Record I Introduction 2 General Navigation Features 2 Menu 2 2 Field and Screen Navigation 3 Log On 4 Home Page 5 To Request Help or Report a Fault 5 1 New Call Page 5 1 1 Field Definitions 5 2 To Exit the New Call Page 6 To View Existing Calls 6 1 Search Criteria 6 1 1 Using the Call Reference Number 6 1 2 Using Other Criteria 6 1 3 To Submit Your Search 6 2 To View the List of Cal
4. e client New All new calls 6 1 3 To Submit Your Search a After entering your search criteria click on the Search button to submit the search b After the search has been submitted you will be taken automatically to the Browse Calls page where a list of the calls matching your search criteria is displayed This page is described in the next section c If no calls match the criteria entered a page informing you of this will be displayed You should click on search in the menu to return to the Search page and perform a new search isteba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL 6 2 To View the List of Calls Selected a The Browse TRUSS calls page displays the list of calls that match the search criteria entered and is shown below guae tg want aad co ul Web T rant pee ach abs ick on the relative heading to sort the calls Call Ref Site rojec Reported By Cali Date Call Status View Edit 100361 SOLEXA SOLS xvz Invoices not printing 22 10 01 13 53 REPORTED Edie 100360 SOLEXA SOLSI XYZ nte ruppori iks usi 12 12 REPORTED Edit 25423 POLARPRINTGR os address entr 2 REPORTED Edit 25421 BLACKMORE s ce 2 14 2 REPORTED Edit 25420 UTHOTECH oc 2 9 14 2 REPORTED Edit 25418 PHEONPRESS MW 22100 REPORTED Edit 25411 LONDONBOROUG LSI at amend to prevent over issue 22 19 01 12 22 REPORTED Edie 25410 SHELLINTERNA SOLS sc 205 ng 22 10 01 12 14 FIXED Edie 25
5. e entry for the field may be selected from a dropdown list This can be done in two ways Click on the button with the mouse This will display a list of the valid entries Position the cursor over the one you require which will then become highlighted Click the mouse button again to choose the highlighted entry OR Type directly into the field After you have typed the first character the system will display the first entry in the list that starts with that character If you then type the same character the system will display the second and subsequent entries in the list that start with that character If you type a new character the system will display the first list entry that starts with the new character Click the mouse button to choose the highlighted entry isteba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL c Pressing the Tab key on your keyboard will move the cursor through all the fields that you can enter and the buttons you can press 3 Log On a Access to WebTRUSS is via the main i teba web site www iteba com b From the menu bar on the left hand side select Help Desk c Click through the confirmation screen and the login screen as shown below will be displayed ET teba Web Truss System Microsoft Internet Explorer lalx Ele Edt View Favorites Tools Help HBack gt 2 A seach Favorites HHistoy ES 3 fe 2 Address Je
6. ement that would be beneficial but which is not time critical 5 2 To Exit the New Call Page a In the case of error you may clear the data entered and start again at any stage To do this select the Reset button b To save the data entered select the Save button This logs the information given as a call which will then be actioned by isteba staff c Once the save is complete a confirmation screen will be displayed as shown below iteba ITA QCP 801 3 WebTRUSS USER MANUAL iteba STANDARDS COMMERCIALLY CONFIDENTIAL Ji teba Web Truss System Microsoft Internet Explorer 21x Ele Edit View Favorites Tools Help se Be aa d a 2 8 Back Forvard Stop Refresh Home Search Favorites History Print Edit Address http www jtad co uk WebT russ public CreateCall v Go Links gt Xerxes Zoroaster SOLEXA contact help Web TRUSS Your call has been saved The call reference number is 100360 Please quote this number when following up the call with i teba Click here to go back to Edit View call page el r 0 d The confirmation screen will give a call reference number Please note and use this reference number in all future communication e To review and check the details of the call entered select the Edit View link at the bottom of this confirmation page 6 To View Existing Calls 6 1 Search Criteria a To locate a call logged previously se
7. ence Number you may use a combination of other criteria to locate your call b Select your Client Name from the dropdown list c Select the relevant Site from the dropdown list d Select the relevant project from the Project Ref dropdown list e To restrict the search to calls submitted between two dates use the Call Date From and Call Date To fields f Alternatively you may search for a selection of calls associated with a project based on their status Definitions for the Call Status labels used are given in the section below 6 1 2 1 Call Status Definitions Status Definition All All calls associated with a specific project Cleared The Project Manager has cleared the work associated with the call for release Fixed The call has been worked on the programmer has completed iteba ITA OCP 801 3 WebTRUSS USER MANUAL ixteba STANDARDS COMMERCIALLY CONFIDENTIAL module and integration testing and is satisfied that the work is complete Tested The work completed has been fully tested and the Project Manager is satisfied that the changes made work as they should Incomplete Reported A call has been received but has not yet been addressed Actioned The call has been worked on but has not been completed 3rd Party The call is awaiting the action of another party normally an external supplier e g hosting provider Stalled The call is awaiting a response from th
8. http www jtad co uk WebTruss j Go Welcome to Web TRUSS Username Password Site Login Bx A EJ Done PT 9 Intemet sa E ecd B OO us e e ES E Om me go Br en ei amp 38 Ge En tard 25 10 33 d Enter your Username Password and Site Code These details will have been provided by your Support Consultant If you do not have these details contact the i teba Help Desk on 44 0 20 7841 3300 e Click the Login button f If all the details entered are correct and validated you will be taken to the WebTRUSS home page iteba ITA OCP 801 3 WebTRUSS USER MANUAL iteba STANDARDS COMMERCIALLY CONFIDENTIAL 4 Home Page 4 rteba Web Truss System Microsoft Internet Explorer Ele Edit View Favorites Tools Help e 0 A Ala u GiB 3 M Back Fonsardi Stop Refresh Home Search Favorites History Mail Print Edit Address E http www jtad co uk WebT russ public ValidateLogin E Go Jl Links Xerxes Zoroaster SOLEXA contact help Welcome to Web TRUSS Please select an option from the menu on the left Done LL Intermet a The Home Page menu offers the options listed below Menu Option Function Search to search for calls which you have previously entered New Call to enter new call details Log Off to leave WebTRUSS b Additional options are Contact and Help which are shown on every page of WebTRUSS Menu Option F
9. it z Go Links A Thank you for using Web TRUSS Please click here to log in again E Done 108 Intemet c If you have WebTRUSS running on your browser for a long time without using it you will be automatically logged off In this case you will see the following screen when you attempt to move to a new page within WebTRUSS iteba ITA QCP 801 3 WebTRUSS USER MANUAL iteba STANDARDS COMMERCIALLY CONFIDENTIAL E rteba Web Truss System Microsoft Internet Explorer Y gt G fa xe Kered e http www itad co uk WebT russ public DisplaySearch You have not been authenticated you may need to log in Please click here to go to the login screen Please click here to notify i teba if this problem persists d You should click the text Please click here to go to the login screen to redisplay the login page i teba creative e software ITA QCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL 8 SolPrint Users Only 8 1 Current Modules a The following table lists the module names that can currently be selected when entering a new call Module Name Module Description ADMINISTRATOR Administration Functions BROKING Broking Estimating CONTINUOUS Continuous Estimating DESPATCH Despatch FASTRACK Fasttrack Estimating FINISHEDSTOCK Finished Good Stock GENERAL General Problems INVOICING Invoici
10. lect Search from the Home Page menu bar This will display the Search for TRUSS Calls page as shown below b You may search for a call using any combination of criteria The more criteria you enter the more accurate the search will be c The Reset button allows you to clear any data entered in error and to start again 6 1 1 Using the Call Reference Number a When you initially logged the call you will have been given a call reference number Using this reference provides the fastest and most accurate search iteba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL b Enter the call reference that was assigned to the call in the Call Ref field This is the only information needed to locate that call EE teba Web Truss System Microsoft Internet Explorer File Edit View Favorites Tools Help e gt 0 Ala mm d s 5 sm Back kored Stop Refresh Home Search Favorites History Mail Print Edit Address a http www itad co uk w ebTruss public DisplaySearch z e Go Links Xerxes Zoroaster SOLEXA contact help Search for TRUSS calls Call Ref Client SOLSUP Site SOLEXA Call Date From piroyzo01 Call Date T o snozo Cleared Date From Project Ref Cleared Date To Assigned To x Call Status All nmmmrnrn Incomplete New 6 1 2 Using Other Criteria a If you have mislaid the Call Refer
11. ls Selected 6 3 To View Details of a Specific Call 7 Log Off 8 SolPrint Users Only 8 1 Current Modules ITA QCP 801 3 iteba u KR A N N ON o ONN 10 10 lI 12 13 14 17 17 WebTRUSS USER MANUAL irteba STANDARDS COMMERCIALLY CONFIDENTIAL Introduction a TRUSS Technical Response and User Support System is the workflow database used by iteba to record track and manage all requests for support and maintenance as well as development work in progress b WebTRUSS is the browser based interface which provides access to this database via the Internet c WebTRUSS enables clients and staff working on site to loga call directly into the TRUSS database view the progress of that call online view a summary of the work completed during a given period review outstanding tasks 2 General Navigation Features 2 1 Menu a All pages have a menu on the left hand side of the page which provides access to all parts of the WebTRUSS system b To select a menu choice position the cursor over the menu text and click the mouse button note that wherever mouse button is referred to in this document we mean the left hand button when the mouse is configured normally 2 2 Field and Screen Navigation a To enter information into a field position the cursor in that field using your mouse and click the mouse button b If a field has a down arrow button to the right of it E it denotes that th
12. ng JOBCOST Job Costing LABEL Label Estimating NOMINAL Nominal Ledger PAPERSTOCK Paper amp Raw Material Stock PRODUCTION Production PROSPECT Prospect Contact Management PURCHASES Purchase Ledger PURCHASING Purchasing SALES Sales Ledger SCHEDULING Scheduling SHEET WEB Sheet Web Estimating SHOPFLOOR Shop Floor Data Collection TIMEATTEND Time amp Attendance UTILITIES Utilities b These names correspond to the menu choices on the main menu screen of the SolPrint system ITA QCP 80 1 3 iteba
13. on of the problem you are having or the change you would like to see In the case of a problem you should describe what sequence of events should be performed to recreate or demonstrate the problem and also include the contents of any error messages that are displayed Reply E Taken By Call Type SUPPORT Assigned To Client Ref CALL 1 Priority NORMAL z Release No Save Reset el fi neeme b When the New Call page is displayed the fields listed below will be populated automatically Call Date Status Site User isteba ITA OCP 801 3 WebTRUSS USER MANUAL ixteba STANDARDS COMMERCIALLY CONFIDENTIAL c For some clients e g SolPrint the Project field will also be populated automatically d You should not alter the information in these fields e Enter information in the remaining fields the following being mandatory Subject Detail 5 1 1 Field Definitions a The table below defines the action and information required in each field on the New Call page Field Action Project Click on the drop down button to view a list of all projects active at your site Select the appropriate project Module Click on the drop down button to view a list of modules associated with the project chosen If possible select the module which refers to the specific section of the system that you would like modified Subject Enter a very brief descrip
14. tion of your problem or request This should normally contain the name of the screen or report concerned and the function that is being performed This field is limited to 60 characters You will see the contents of this field when browsing through a list of calls returned from a search request so you should endeavour to provide sufficient information here to identify the problem or request it relates to Detail Enter a full description of the problem you are experiencing or the change that you would like to be made In the case of a problem you should describe what sequence of events should be performed to recreate or demonstrate the problem and also include details of any error messages that are displayed Reply For i teba use only Taken By For i teba use only Assigned To For i teba use only Call Type Click on the drop down button and select the appropriate call type definitions are shown below Priority Click on the drop down button and select the appropriate priority definitions are shown below mandatory fields 5 1 1 1 Call Type Definitions a The Call Type field is used to denote the nature of your problem or request b The most commonly used values are shown in the table below isteba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL Call Type Value Used For DATA FIX A problem that you believe to be caused by incorrect or corrupted data
15. unction Contact to send an e mail to the Help Desk at i teba Help to open the Help Page This is displayed in a separate browser window The help displayed is relevant to the WebTRUSS page that is being used at that time i teba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL 5 To Request Help or Report a Fault a To request help or report a fault you will need to have the following information available the name of the system that you are using details of what you were attempting to do details of what happened exact content of any error messages severity of problem b This information is used to log a new call This is done from the New Call page 5 1 New Call Page a To log a new call select New Call from the Home Page menu bar This will display the New Call page Add a New TRUSS Call page Se fe ls ares cence cree SUE AEE Eie Edt View Favores Toos Hep Soe 7 o A 329 3 5 2 8 Back Forward ki Stop Refresh Home Search Favorites History Print Edit Address http www itad co uk WebT russ public ProjectD ropdownNewCall z C Go Links gt Xerxes Zoroaster SOLEXA contact help n Add a new TRUSS call Call Date 22 10 01 10 45 Status REPORTED Project SOLSUP zl Site SOLEXA Module GENERAL zl User fez Subject Entering support calls using Web Truss Detail This section should contain a full descripti
16. w itad co uk WebT russ public LoadCall z Go Links gt Xerxes Zoroaster SOLEXA contact help ja Edit TRUSS call Call Ref 100361 Fixed Date Call Date 22 10 01 13 53 Status REPORTED Project Site LEXA Module User Subject invoi Detail 1 can t get the invoices to print not printing a8 Reply a ka Taken By Call Type FAULT Assigned To Client Ref CALL 2 Priority HIGH Release No E j Done OD dep Intemet b The Detail field contains a details outline of the explicit problem how it can be simulated etc plus any other relevant details c The Reply field contains our response to the problem with details of the actions taken to resolve the problem d Each call is assigned a Status and these are defined in the next section below e Call details can only be updated by i teba staff any changes made to the text by non i teba staff cannot be saved i teba creative e software ITA OCP 801 3 WebTRUSS USER MANUAL iteba COMMERCIALLY CONFIDENTIAL 7 Log Off a You can select Log Off from the menu at any time to log out of WebTRUSS b If you have logged off successfully the page below will be displayed A iteba Web Truss System Microsoft Internet Explorer lalx Ele Edt View Favorites Tools Help EI ek Ala mw d s 3 Back Forward Stop Refresh Home Search Favorites History Mail Print Edit Address e http www itad co uk WebTruss public E x
Download Pdf Manuals
Related Search