Zylin Incident Manager Brief Manager Manual
Contents
1. 8 m ZIM Brief Manager Manual Common Manager Scenarios 1 Select the Responsibility tab By default the Contact who is logged on and is creating the case is listed as the Contact reporting the case In this example Bob Harboe is entering the case and Bob is also the Contact reporting the case so do not change the reporting Contact In other situations a system user may enter an incident that has been reported by another Contact and it will be necessary to change the reporting Contact 2 Assign responsibility for this case to Bill Fold the head of Accounting 3 Click the Save button to save your changes Save Cancel Description Responsibility User Defined Fields Costs Activities Contact Reporting Case Bob Harboe v Responsible Contact Process Contact List Bill Fold w Accounts List You re Not a Member Responsible Process Management Contact List Accounts Payroll Accounts Manager List You Are Not a Member User Defined Fields Tab Select the User Defined Fields tab Save Cancel Description Responsibility User Defined Fields Costs Activities Internal Reference IR142857 Location Ventura Plant Three v User Defined Fields are created by users with Manager level access at the customer company s direction Your company may create a set of customized user defined fields or may choose to not use this feature In the example ab2. Create Case Reports Screen 6 Common Manager Scenarios 7 Add a New Case 7 Description Tab 7 Responsibility Tab 8 User Defined Fields Tab 9 Costs Tab 10 Activities Tab 11 Create a Crosstab Report Global Template 13 Add Contacts 17 Add Contact Lists 17 Add a Process 17 Add a Cost Calculation Type 18 Add a Custom Field 18 Add a Select Set 19 Verify an Email Address 19 Send an Email to a Contact or Contact List 20 View Email History 20 Change Account Settings 20 Contents iv m ZIM Brief Manager Manual Welcome to Zylin Incident Manager ZIM ZIM is an effective tool for registering managing and tracking incidents and for creating incident case cross tabular crosstab reports ZIM supports three levels of access User Manager and Administrator User level access allows the user to register incidents assign responsibility monitor incident cases and create incident case reports and crosstab reports Manager level access allows the manager to add Contacts create Contact Lists and to define company specific Processes A Contact is any person that can appear in a case Typically this would be an employee related to the case However a Contact can be any person including a private person who is affected by or related to a case in any way A Contact List is a named list of Contacts Contact Lists are used in the definition of responsibility for a Process Process classifies and describes the type and area of work of any
3. Click the New Verification button in line with the address you wish to verify A message will appear verifying that a verification email has been sent Send an Email to a Contact or Contact List To send an email to an individual Contact or to a Contact List 1 Click Send Email in the main menu 2 Select a Contact in the To Contact drop down selection field and or select a Contact List from the To Contact List drop down selection field as the email recipient s 3 Enter a subject in the Subject field 4 Enter text in the Text field 5 Click the Send button View Email History To view the ZIM internal email history 1 Click Email History in the main menu 2 To search the list of emails enter search text in the text entry field and click the Update button 3 Click the appropriate Show button to view individual emails Please note that the email text will be displayed at the bottom of the Email History page You may need to scroll to the bottom of the page to view the email Change Account Settings The Account Settings page allows you to change your password change the email address associated with your login account or change the full name associated with the account The Account Settings page does not allow you to change your account name delete your account or change your access level These activities must be done by a registered ZIM Administrator Newly entered passwords will not be saved unless you click the Update P
4. Hours checkbox the Unit field will display an H indicating that hours is the unit type 4 Click the Save button to save the new Cost Calculation Type Add a Custom Field Custom Fields allow you to expand the number and types of information in a case report There are four Custom Field types Contact Date Select and Text and three Custom Field use cases Case Contact and Corrective Action 1 Click Add Custom Field in the main menu 2 Click the Add Field button 3 Select a type from the Select Type field 4 Select a use case from the Select Use In field 5 Click the Save button to save the new Custom Field Add a Select Set Select type user defined Custom Fields allow you to add a drop down selection field to the user interface To complete a select type Custom Field a Select Set is needed to populate the drop down selection field 1 Click Add Field Select Set in the main menu Click the New button to add a top level Select Set Enter the name of the new Select Set Click the Save button Click the Select Set button in line with the newly created Select Set Click the New button Enter the name of the new subset Se oo d de Click the Save button to save the subset Repeat as steps 6 7 and 8 as needed to populate your Select Set Verify an Email Address To verify the email address of an existing Contact 1 Click Verify Email Address in the main menu stradiictinn Ntroquctiol 2
5. given case The top level Process also defines the department or group responsible for the case Manager level access also allows the manager to create individualized cost types define custom information fields and selection sets Manager level access allows the manager to verify contact email addresses and to send email to Contacts and Contact Lists from within the application This manual describes the specific features of Manager level access Manager level access also includes all the features of User level access For a description of the User level features see Brief User Manual Administrator level access allows the administrator to add new login accounts to modify and delete accounts and to change login access levels Administrator level access is described in a separate manual titled Brief Admin Manual ZIM Brief Manager Manual mW 1 stradiictinn NIFOAUCTIO licar This section describes the key features of the graphic user interface starting with the main menu Manager level access includes all the User level menu selections and three additional menu areas Organization ZIM Adaptation and Email These Manager level section headings and Manager level scenario headings in the next section are highlighted in Zylin Gold for easy access NOTE It is important to remember that ZIM does not support the browser Back button Please use ZIM s internal navigation controls only The Case Management menu area allows you to create a
6. meeting these minimum requirements This section describes the Saved Case Report Templates and KPI Targets screen A detailed description appears in the Create a Crosstab Report Global Template This screen displays all saved case report templates There are two types of saved template Global templates and User defined templates Global templates have been created and saved by users with Manager level access and may be seen and used by all ZIM users User defined templates have been saved by a user and are only available to that individual user Report templates can include Key Performance Indicator KPI target values ZIM Brief Manager Manual m 5 tradiictinn Ntroquctlol With Manager level access you can create and save a user defined template for your own use a Global template that can be used by others and you can select KPI target values for these templates This screen allows you to create and display a report by clicking on any report name listed in the Report column Global report templates and User defined report templates are displayed in two separate tables sreate Case Reports Screen This section describes the features of the Create Case Reports screen A detailed description appears in Create a Crosstab Report Global Template Two drop down selection fields appear on this screen The top selection field allows you to choose the type of report you wish to create The second selection field allows you to select a seco
7. new incident case to access and change existing cases that you have created or for which you are responsible and to search and view all active cases by case number or by selected criteria Add New Case Click this button to create a new incident case The Create New Case screen will be described in the Create New Case Screen section Draft Cases Displays cases you have created or for which you are responsible with Status Draft Draft status is not the default and must be set intentionally when the case is created Active Cases Displays cases you have created or for which you are responsible with Status Active Open Active Open status is the default setting Responsibility Displays cases that you have created and not assigned to another Contact or for which you have been assigned responsibility either individually or as a member of a Contact List associated with a responsible Process Case Search Allows you to search for cases by selecting different search criteria Clicking the Launch Search button without selecting any specific criteria displays a list of all cases Select Case Number Allows you to display an individual case by entering a specific case number ase Reports The Case Reports menu area allows you to create and use new case reports templates and to access and use saved case reports templates to generate cross tabular reports Saved Templates Allow you to access and use saved report templates and to view a l
8. selection field Leave these default settings 3 Click OK to display a cross tabular report based on Process and Status Cross report Process x Status Back Hide lines without cases v Update Report Filter Filter No filter selected New Template Name Global g I Save Comment Description Count Costs Hours Draft Active Open Rejected Closed Production 5 0 00 0 0 5 Marketing Sales 1 0 00 0 0 1 HR 5 0 00 0 0 1 4 IT 4 0 00 0 0 4 Accounts 4 30 00 0 0 3 1 HSEQ 5 0 00 0 0 4 1 TOTAL 24 30 00 0 0 Switch Axis Hide Values Calculate this value in the cross report intersection and display Count Costs Hours Additional Values ZIM Brief Manager Manual m 13 Introduction The following steps save this report as a User defined template 4 Enter a template name in the New Template Name field GlobalProcessStatus and check the Global checkbox This option is not available with User level access Global templates can be seen and used by all registered users 5 Enter a comment in the Comment field First Global Template 6 Click the Save button Saved report templates can be accessed in two ways Templates are listed on the Saved Case Report Templates page This page includes separate lists of Global report templates and User defined report templates Global templates are available to all registered users User defined templates are only
9. 0 0 0 IT 0 00 0 0 Accounts 0 00 0 0 HSEQ 0 00 0 0 TOTAL 0 00 0 0 16 m ZIM Brief Manager Manual Add Contacts Click Contacts in the main menu Click the Add New Contact button Enter a name in the Name field an email address in the Email field and a rate in the Hourly Rate field Hourly Rate is not required NOTE If additional company specific fields have been added to the Create New Contact 4 5 page you may be required to enter more information Click the Save button to save the new Contact Click the Add to Contact List button to add the Contact to an existing Contact List NOTE If you have entered a new contact who does not already have a system login account contact your system Administrator Add Contact Lists O DU Se ES SP Click Contacts Lists in the main menu Click the New Contact List button Enter a name for the new Contact List Click the Save button to save the new Contact List Click the Contacts button for the new list Click the New Member button to add a new member Select a Contact from the drop down selection field Click the Save button Repeat steps seven and eight as needed to populate the new Contact List Add a Process Process describes the type and area of work of a case The top level Process also defines the department or group responsible for the case Process sub levels can be created to give a more stradiictinn Ntroaquctiol detailed description of the
10. Description Responsibility User Defined Fields Costs Activities Corrective Actions Add Corrective Action Delete Marked Activity Log Display Management and Status Changes Notifications Add Notification to Reporter Upon Closing Contact who reported case Bob Harboe Additional Notification Notification is always sent upon closing to Contact who entered case Bob Harboe ZIM Brief Manager Manual 11 Introduction 2 Click the Add Corrective Actions button Enter an action a responsible Contact and a time limit for the action Repeat to add more actions as needed In this example two actions are shown both assigned to one Contact and both with the same time limit Corrective Actions Corrective Action Responsible Time Limit Status Delete Contact Payroll Co Bill Fold vi o2 Mov 2011 Ed Open vL Contact Bank Bill Fald v o2 Mov 2011 EG Open vL Add Corrective Action Delete Marked 3 Click the Additional Notification button Because the reporting Contact also entered the case you do not need to add a separate notification to the reporter Add a notification to the Accounting List because this case falls within their area of interest and responsibility Notifications Add Notification to Reporter Upon Closing Contact who reported case Bob Harboe Additional Notification Notificatio
11. ZYLIN INC Zylin Incident Manager Brief Manager Manual ZYLIN Incident Management v1 0 June 2012 How to Contact Zylin Inc Zylin Inc EMAIL zim zylin com PO Box 97 PHONE 1 866 980 3434 Malvern PA 19355 USA URL http www zylin com Font Conventions This manual uses the following highlighting conventions Bold Arial indicates buttons and graphical user interface controls such as the names of menus and fields the text found within the fields or drop down box entries and selections Example Apply Italics indicate book titles and emphasized words Example Book Title Courier New font indicates code samples commands file names directory paths command prompts and program output Example con ig Blue Courier New font indicates complete Internet addresses URLs Example http www zylin com Copyright 2012 Zylin Inc 411 W Miner Street West Chester PA 19382 All rights reserved This product and documentation are protected by copyright and subject to licenses restricting its use copying distribution and decompilation No part of this product and documentation may be reproduced in any form by any means without prior written authorization of Zylin Inc ii 8 ZIM Brief Manager Manual Introduction 1 User Interface 2 Main Menu 2 Case Management 2 Case Reports 3 Organization 3 ZIM Adaptation 4 Email 4 Login Account 5 Terminology 5 Create New Case Screen 5 Saved Case Report Templates Screen 5
12. ase automatically In this specific case the individual company cost for one hour of responsible Contact Bill Fold s time has been added at 60 00 per hour The result is an initial cost calculation of 140 00 for this incident 10 m ZIM Brief Manager Manual Common Manager Scenarios Since this incident will likely be resolved through phone and email communication with the accounting department with the company s payroll processing company no additional costs are expected at this time In addition a note has been entered in the Note field to document the incident NOTE The automatic addition of Fixed cost is a ZIM feature However your company may choose not to support the use of Fixed cost Also all Cost Types are customized by and for individual companies The cost types in your Costs Tab selection fields will vary from those found as examples in this document 4 Click the Save button to save your changes Activities Tab The Activities tab allows you to add corrective actions to change the status of the actions and to monitor the status of the actions The tab also allows you to create an Activities log and to send email notifications to Contacts and Contact Lists connected to the case The tab is divided into three sections Corrective Actions Activity Log and Notifications In this example you will add two corrective actions and a notification 1 Select the Activities tab Save Cancel
13. assword button Newly entered email addresses and newly entered full names will not be saved unless you click the Update Information button The Account Settings page also displays any Contact Lists to which you are a member
14. available to the user who created the template This page also displays KPI target values which will be described in another manual Saved report templates can also be accessed in the Saved Templates drop down field Now you will display the same report by using the G obal template you just created 7 Click the Back button to return to the Create Case Reports page Create Case Reports Choose Report Type from these Case Categories Process i Choose Cross Report Type from these Case Categories Status v OK Saved Templates v Use Delete GlobalProcessStatus 8 In the Saved Templates drop down selection field select the new template GlobalProcessStatus and click the Use button The report is the same as the manually created report but the template name and comment also appear An asterisk indicates that a listed template is Global and is available to all system users Only Managers and Administrators can create Global templates Your template is available to all users 9 Click the Switch Axis button to change the table axis types The cross report heading has changed the rows are now labeled by Process and the columns are now labeled by Status types 14 m ZIM Brief Manager Manual Common Manager Scenarios 10 Click the Hide Values button The Calculation Values are no longer displayed Cross report Status x Process Hide lines without cases vw Update Report Filter F
15. ea allows you to add Cost Types Custom Fields and Custom Field Select Sets These functions are only available with Manager level access Add Cost Type The Add Cost Type menu item displays the Cost Calculation Types page which allows you to review and change existing Cost Types and to add and define new Cost Types Add Custom Field The Add Custom Field menu item displays the User Defined Custom Fields page which allows you to review and change existing user defined Custom Fields and to add and define new Custom Fields Add Field Select Set The Add Field Select Set menu item displays the User Defines Field Select Sets page which allows you to review and change existing user defined field Select Sets and to add and define new Select Sets NOTE Select Sets are used to populate drop down selection fields used in Select type Custom Fields Email The Email menu area allows you to verify contact email addresses send email to Contacts and to Contact Lists from within the ZIM application and to review email history These functions are only available with Manager level access Verify Email Address The Verify Email Address menu item displays the Verify Contact Email Addresses page which allows you send email to verify the address of a new Contact or to re verify an existing Contact address Send Email The Send Email menu item displays the Send Email page which allows you to send email to registered Contacts and to Contact Lists fr
16. ield inager Manual m 7 Introduction Enter a text description of corrective actions in Actions for this incident text box Not a required field Enter a text description of corrective measures in Corrective Measures text box Not a required field Corrective Measures are systemic changes taken to avoid repeat occurrences of similar incidents 8 Click the Save button to save your changes Create New Case Save Cancel Description Responsibility User Defined Fields Costs Activities Case Number Date Created Created by Assigned Upon Save 10 27 11 Bob Harboe Status Discovery Date Time Limit Draft 27 Oct 2011 zd 03 Nov 2011 zd Processes Accounts Payroll Description Regularly scheduled electronic deposit transfer to my checking account did not occur as expected I don t know if this happened to any other employee Actions for this case Please check the status of the transfer with the payroll company Send an internal company email to see if this happened to anyone else Corrective Measure Verify current schedule and transfer settings with the payroll company and the bank NOTE In the screenshot above Discovery Date Processes and Description are all followed by asterisks to indicate that they are required fields Responsibility Tab The Responsibility tab allows you to assign responsibility for a case to a Contact
17. ilter No filter selected New Template Name Global GlobalProcessStatus Save Comment First Global Template Description Production Marketing Sales HR IT Accounts HSEQ Draft 1 Active Open 5 1 44 3 4 Rejected Closed 1 1 Switch Axis Show Values Calculate this value in the cross report intersection and display Count Costs Hours Additional Values These steps return the previous display and filter the cases that are used in the report 11 Click the Switch Axis button 12 Click the Show Values button The report is now returned to the earlier display format 13 Click the Report Filter button The Case Search page appears 14 Click the Use in Filter button next to Status and select status Active Open in the selection field ZIM Brief Manager Manual m 15 Introduction Case Search Cl Invert Filter Type Range Date Created From zd wA Ed Period Update Date of Last Change From Ed Ed Period Update Date Discovered Fom zd E Period M Update Case Number From v Time Limit From Ed v Ed Period Update Reported by Contact Use in Fitter Process Use in Fitter Responsible Use in Fitter Created by Use in Fitter 15 Click the OK button The report now shows only cases with Status Active Open Description Count Costs Hours Active Open Production 0 00 0 0 Marketing Sales 0 00 0 0 HR 0 0
18. ist of KPI Key Performance Indicator target values The Saved Case Report Templates and KPI Targets screen is described in Create a Crosstab Report Global Template below Create Report Allows you to create a new incident case report and to save the configuration as a template The Create Case Reports screen will be described in the Create a Crosstab Report Global Template section below Organization The Organization menu area allows you to add Contacts to create Contact lists to add Contacts to Contact Lists and to create and define Processes Contacts and Contact List functions are only available with Manager level and Administrator level access Processes is only available with Manager level access Contacts The Contacts menu item displays the Contacts page which allows you to view all registered Contacts to search the for specific Contact Lists or for specific Contacts by name to add new Contacts to the system and to remove or deactivate existing Contacts Contact Lists The Contact Lists menu item displays the Contact Lists page which allows you to add and remove Contacts from existing Contact Lists to remove existing Contact Lists and to create new Contact Lists Processes The Processes menu item displays the Processes page which allows you to create new top level Processes and Sub processes and to remove or deactivate existing Processes inager Manual m 3 Introduction ZIM Adaptation The ZIM Adaptation menu ar
19. n is always sent upon closing to Contact who entered case Bob Harboe Notify Subscription Contact List Subscription Contact Time Delete Upon Closing vi Accounts List vi vi m Delete The recent payroll error has been successfully resolved and the case has been closed Message Entered by Bob Harboe 4 Select Accounting List in the Subscription Contact List selection field 5 Enter a message in the Message text box This concludes our initial case creation exercise If this was a real case you would click the Save button to save the case The saved case would be given a new sequential number and added to the saved case list For this example don t save the case Click Cancel 12 m ZIM Brief Manager Manual Common Manager Scenarios Create a Crosstab Report Global Template This section describes how to create a crosstab report and name and save the configuration as a Global template The section also describes different ways the report can be viewed With Manager level access you can check Global to make the template available to all users 1 Click Create Case Reports in the main menu The Create Case Reports screen appears The screen displays three selection fields Report Type Cross Report Type and Saved Templates Saved Templates is described later in this manual 2 By default Process is selected in the Report Type selection field and Status is selected in the Cross Report Type
20. nd type that will be used to create a cross tabulation crosstab report Process is the default value in the top selection field Status is the default value in the lower selection field A crosstab report displays information from all cases that match both criteria in a table The table format makes it easier to see interrelationships Crosstab reports are particularly valuable for analyzing costs and discovering trends NOTE If you are unfamiliar with crosstab reports we recommend leaving the default types in both selection fields Process and Status and clicking the OK button The Cross report Process x Status screen appears This screen is described in the next section The generated crosstab report offers the opportunity to view a crosstab report and to explore the associated interface commands and display settings VAL PB i E oe T vii GHI IG Y Y ud Vb iw bs i This section describes key areas of Manager level activity creating Global report templates adding new Contacts and Contact Lists creating Processes Cost Types Custom Fields and Selection Sets and verifying email addresses A manager can also add a new case or change user settings Manager level scenario headings are highlighted in Zylin Gold for easy access In this section you will create a new case enter information into the case change the status of the case assign responsibility to an individual contact add a fixed cost add a corrective ac
21. om within the ZIM application Email History The Email History menu item displays the Email History page which allows view all verification and non verification emails sent from within the ZIM application The Login Account menu area lists the full name associated with your account followed by the login account name in parentheses Account Settings The Account Settings menu item displays the Account Settings page which allows you to change your password change the email address associated with your login account change the full name associated with the account and to see a list of all Contact Lists to which you are a member Logout The Logout menu item ends your session and logs you out Termino The Terminology menu area displays a link to a glossary of special terms used in the ZIM user interface This section describes the features of the Create New Case screen An action oriented detailed description with screenshots appears in the Add a New Case section This screen has five tabs Description Responsibility User Defined Fields Costs and Activities The minimum input required to create a new Active Open case is Discovery Date Process and Description A new Draft case can be created by selecting Draft in the Status drop down box then selecting a Discovery Date and a Process These requirements can be met by using only the Description tab Red error messages will appear if you attempt to save the case without
22. ove the sample company has defied two custom fields Internal Reference and Location For this demonstration Ventura Plant Three has been selected for the location In this example the reporting Contact Bob Harboe works in Ventura at Plant Three ZIM Brief Manager Manual m 9 Introduction Costs Tab The Costs tab allows you to add hourly and non hourly costs to an incident case and to calculate and track the total cost for the case 1 Select the Costs tab Save Cancel Description Responsibility User Defined Fields Costs Activities Entered Estimates Direct Calculations 140 00 Man Hours 1 0 Follow on Costs 0 00 Man Hours 0 0 Sum costs this case 140 00 Man Hours 1 0 Printed Report Non hourly Cost Types Fixed cost 80 00 Direct cost v Add Cost Hourly Cost Types Contact cost 0 00 Direct cost H v Bill Fold 60 00 v Add Cost Update Cost Type Contact Unit Cost Number Sum Fixed cost Direct cost 80 00 1 0 80 00 Note standard fixed cost automatically added to each incident Delete Contact cost Direct cost Bill Fold 60 00 H 1 0 60 00 Note Specific hourly cost added for time spent Delete 2 Select Bill Fold from the Contact selection field 3 Click the Add Cost button In this example a company standard incident processing Fixed cost has been established to be 80 00 This basis amount is added to every new c
23. tion and schedule an email notification to be sent to the contact who originally reported the incident Click the Add New Case button in the main menu The Create New Case screen appears with the Description tab open scription laD G The Description tab allows you to set the initial status of the case enter an incident discovery date set a time limit select a Process and enter a text description 1 The default status setting is Active Open For this exercise select status Draft Usually Draft status is used if the information is incomplete and the case cannot be completed immediately 2 Click the Calendar Icon next to the Discovery Date field and select a date This is a required field 3 Click the Calendar Icon next to the Time Limit field and select a date one week later 4 In the Processes drop down field select Accounts Payroll This is a required field NOTE Process classifies and describes the type and area of work of any given case The top level Process defines the department responsible for the case Process sub levels are created to give a detailed description of the work involved in the Process In this example Bob Harboe is creating a case based on a payroll incident Payroll is the Process and Accounts is the department 5 Enter a text description of the incident in the Description text box In this example a regularly scheduled electronic payroll payment was not made This is a required f
24. work involved in the Process You can add a top level Process or add new sub level Processes to that new Process or to existing top level Processes 1 Click Processes in the main menu 2 To add anew top level Process click the Add New Top Level Process button a Enter a Process name and select a Process Contact List and a Manager Contact List b Check the Active checkbox to activate the new Process c Check the Save button to save the new top level Process 3 To add a new sub level Process click the Sub processes button that corresponds to the top level Process of your choice Click the Sub processes buttons until you have reached the level at which you wish to add a new Sub process When you have reached the level of your choice click the Add New Process button a Enter a Sub process name b Click the Save button to save the new Sub process Add a Cost Calculation Type Company created Cost Calculation Types can be highly valuable additions to your incident case reports Many companies rely upon Cost Calculation Types to derive the greatest value from case report data To create a new Cost Calculation Type follow these steps 1 Click Add Cost Type in the main menu 2 Click the New Type button 3 Enter a name in the Name field Select a type in the Type field Enter a unit cost in the Unit Cost field Enter a unit type in the Unit field Check or uncheck Hours and Active checkboxes as needed NOTE If you check the
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