User Manual Customer Helpdesk
Contents
1. Local intranet 100 7 To use the program you need to login first Select Log In from the menu or use the link Go to Helpdesk to Log In Login Username smith Password eceecees Remember my login on this computer Forgot Password Mota member Contact an Administrator to request an account Please enter your user name and password now and commit your entries with the OK Button Please take care of the following log in rules e Username the username usually consists of the last name and the first letter of the first name Customer Helpdesk Page 5 of 20 30 04 2009 TECHNIDATA Example User ID smithj e The password is case sensitive 3 3 Changing Personal Password You can change your password for the helpdesk access via the web address https customer technidata de changepassword To use the functionality you need to login first Connect to customer technidata de ki Connecting to customer technidata de User name If smithi Password Remember my password can Please enter your user name and password now and commit your entries with the OK Button e Username the username usually consists of the last name and the first letter of the first name Example User ID smithj e The password is case sensitive Customer Helpdesk Page 6 of 20 30 04 2009 TECHNIDATA echni E E http fcrow ae bea z x Ji Google EIE Ir 2 Eomer fe BD m TECH2. By selecting a topic or service project you will get detailed information about it All Projects CSM QhkO Data Rules and Services CSMCLEO CSM Document Managment csmDoc CSM IUCLID Support csmiuc CSM Label Management CsMLAB CT Dataeditor CTDE CT ServiceLine CTSL Browse Project TechmiBata AG Microsoft Interngdz Go vi x https support technidata de browse ww x Browse Project TechniData 4G TECHNIDATA HOME BROWSE PROJECT FINDISSUES CREATE NEW ISSUE All Projects CSM CLEO Data Rules and Services key csmcLeo URL http www technidata de clec Description CSM CLEO Data Rules and Services O Create a new issue in project CSM CLEO Data Rules and Services O Release Notes wer ee Ze Components Versions with open issues in esch component with open issues due to be fixed per version stellt von TechniData Internet PA alex Bee Google p M deh re User Smith John Filters Profile Log Out jet A i QUICK SEARCH Preset Filters All Resolved recently Outstanding Added recently Unscheduled Updated recently Assiganedto me Mostimportant Reported by me Project Summary Open Issues By Priority By Assignee Powered by Atlassian JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 189 Bug feature request Contact Administrators Trusted sites A100 By selecting Create Ne
3. 1 N on gt wow Y CSMCLEO 2 Example Issue TechniData AG DD Bde all TECHNIDATA User Smith John History Filters Profile Log Out B Fa HOME BROWSEPROJECT FINDISSUES CREATE NEW ISSUE QUICK SEARCH Issue Details XML Word Printable Key CSMCLEO 2 CSM CLEO Data Rules and Services ae Example Issue Type e Bug Created Today 10 50 AM Updated Today 10 50 AM Status sa Open Component s CLEO Data Priority Medium Affects Versionis CLEO Data Product Safety 2007 2 Assignee Flock Markus Fix Version s TE Reporter Smith John PR Security Level Own Viewable by Reporter Votes 0 Watchers 0 ee Issue visible for all colleagues of my company O Attach file to this issue sine O Attach screenshot to this issue O Clone this issue Hide O Comment on this issue found a tipping error in a Phrase The Phrase is R10 O Create sub task O Voting Change History Sort Order amp You cannot vote for an issue you There are no comments yet on this issue have reported O Watching You are not watching this issue Watch it to be notified of changes O0 Worklog You dont have permission to work on this issue Powered by Atlassian JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 festure request Contact Administrators Done y Trusted sites 100 Customer Helpdesk Page 13 of 20 30 04 2009 TECHNIDATA 4 3 3 The Issue Details View The section Issue Details provides prima
4. You are not watching this issue Loch Volker 14Now07 15 50 AN I Watch it to be notified of changes Whatlanguage O Worklog You dont have permission to work Smith John 14 Now 07 12 07 PM Bermlink Hide on this issue x Itis Englisch Loch Volker 14 NowO7 12 08 PM Permlink Hide Will be fixed with the next update _of Trusted sites Customer Helpdesk Page 19 of 20 30 04 2009 TECHNIDATA 4 3 8 Find Issues By using the menu item FIND ISSUES you can search issues on the basis of several criteria TECHNIDATA User Dee John History Filters Profile Loa Out GY A HOME BROWSE PROJECT EIND ISSUES CREATE NEW ISSUE QuicksearcH CS a Issue Navigator You do not currently have a search or filter selected a i The Issue Navigator allows you to browse all the issues in the system Filters allow you to limit the issues that you see Using the panel on the left you can create and edit new filters lt lt View amp Hide view gt gt For a new search click on H Create new search Filter View New Manage Choose the best fitting criteria for your search ey ee The criteria depend on the project The following flash asks you to update the list of lt lt View amp Hide View criteria Project All projects La Newly selected projects or issue Gefahrstoffe Hazardous Subst types may have different versions components or custom fields Click a as here to re
5. l Issue visible for all colleagues of my company found a tipping error in a Phrase The Phrase is R10 Change History There are no comments yet on this issue Customer Helpdesk Page 14 of 20 30 04 2009 4 3 4 4 3 5 Customer Helpdesk 30 04 2009 TECHNIDATA Checking Inter Active the Status of an Issue Start at the helpdesk dashboard and choose the filter Reported by me Saved Filters Create New Manage Filters Provide answer R ckfragen beantworten 0 Reported by me von mir erstellte Vorgang 1 Rep ited Microsoft Internet Explorer bereitgestel wm Lil x S A v x https support technidata de secure IssueNaviga f ode hide amp requestId 100 Y 4 4 x Pr yee on gt x ane x Reported by me von mir erstellte Yorg nge Issue N fy AD er ivr Qe all TECHNIDATA User Smith John History Filters Profile Loga Out B A HOME BROWSE PROJECT Wall B Cous CREATE NEW ISSUE QUICK SEARCH Filter 7 Edit New Manage i s Issue Navigator Reported by me von mir erstellte Vorg nge ame Reported by me von mir erstellte Displaying issues 1 to 1 of 1 matching issues Permlink Vorgange O Create new filter from current Current View Browser Current Fields Printable Full Content XML RSS Issues Comments Word Excel All fields Current fields o Bulk Change all 1 issue s Summary aA o Configure your Issue Navigator Reporter Cu
6. NEW ISSUE QUICK SEARCH Customer Helpdesk Page 20 of 20 30 04 2009
7. Version s CLEO Data Product Safety 2007 2 Reporter Smith John Fix Version s None Votes 0 Security Level Own Viewable by Reporter Issue visible for all colleagues of my company Select the Workflow activity Provide Answer A new screen appears where you have to enter the answer in the description field in German or English Finally you must press the button Provide Answer The person in charge at TechniData will be informed by email Customer Helpdesk Page 16 of 20 30 04 2009 4 3 6 TECHNIDATA 7 u gt Zu 4 https support technidata de secure Comment ssignIssue default jspa id 10172 amp act 4g Fil A Pr aby xX Provide Answer CSMCLEO 2 TechniData AG ER By Panam a O Ai TECHNIDATA User Smith John History Filters Profile Log Out 4 A HOME BROWSE PROJECT FIND ISSUES CREATE NEW ISSUE QUICK SEARCH Issue Details Summary Example Issue 3 Provide Answer Key CSMCLEO 2 Type e Bua Status a Question asked Comment an optional comment describing this update Priority Medium Comment Assignee Loch Volker Reporter Smith John Votes 0 Watchers 0 Viewable By All Users vl Provide Answer Cancel J Trusted sites 100 v Helpdesk Provides a Solution You will get an email as soon as a resolution is provided There are different kinds of resolutions as shown below Fixed A fix for this issue has been implemented Won t Fix This issue will
8. always press the appropriate button to save the information e g the button Create while creating a new issue before you switch to another screen mask e There is a timeout mechanism if you don t use the helpdesk for more than approximately 20 minutes you will be logged off automatically and unsaved data will be lost Customer Helpdesk Page 4 of 20 30 04 2009 TECHNIDATA 3 2 The Log In For entering the helpdesk use the web address http support technidata de us htm TechniData AG Microsoft Internet Explorer bereitgestellt von TechniData Internet bry G4 Y g http fsupport technidata de us htm n 4 ah amp TechniData AG TECHNIDATA G TechniData AG Customer Helpdesk Reliably functioning IT systems are crucial for trouble free efficient working TechniData s customer helpdesk enables you now to profit from our employees ample expertise gained over more than 20 years Competent support in technical questions is given to you and your problems are processed in an efficient and controlled way always aiming at avoiding bottlenecks and downtimes Our helpdesk allows you to ask your questions and give in your problems all around the clock 7 24 Your inquiries are forwarded automatically to a competent employee Automatic feedback e mails inform you about the state of the process but you can also follow up the process in your own case list Log in with your personal coffe Go to Helpdesk
9. Accept Solution Cancel Powered by Atlassian JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 189 Bug feature request Contact Administrators of Trusted sites 100 4 3 7 Reopen an Issue A closed issue can be reopened via the clone action at any time TECSMCI FO e se ten OT eiae po 3 ir x m Ze Inte EPS Expl prer bereitgeste 93 von RADE r Mermar al X Ge v Y https support technidata de browse CSMCLEO 2 Ey Red X Google g ssm tr dh l Sr A We a Sf CSMCLEO 2 Example Issue TechniData AG TECHNIDATA User Emith John History Files Profile too Gut AD issue Details XML Word Printable CSM CLEO Data Rules and Services Gaal Seer meas CSMCLEO 2 gt Example Issue Issues L sung bereitgestellt e Bug Created Today 10 50 AM Updated Today 01 15 PM Issue 1 of 4 issue s Status amp Closed lt lt Previous CSMCLEO 2 Next gt gt Resolution Fixed Component s CLEO Data Priority Medium Affects Version s CLEO Data Product Safety 2007 2 Assignee L Volker Fix Version s CLEO Data Product Safety 2007 3 Reporter Smith John Security Level Own Viewable by Reporter Votes 0 Watchers 0 d O Clone this issue Issue visible for all colleagues of my company Eee O Create sub task O Voting You cannot vote or change your vote on resolved issues Se i Comment Sort Order O Watching
10. NIDATA ca TechniData Customer Helpdesk Change Password Change Password Change Password Kennwort andern Password Kennwort New Password Neues Kennwort Confirm New Password __ Change Password J ___ Cancel Neues Kennwort best tigen 2 Local intranet Customer Helpdesk Page 7 of 20 30 04 2009 TECHNIDATA 4 Program Functions This chapter describes the application of the program 4 1 Preface This subchapter describes some basics e g necessary items in conjunction with helpdesk and workflow 4 1 1 Definitions Issue Every contact via helpdesk with TechniData is an issue There are several types of issues Bug Improvement Enquiry New Feature and Task Priority When creating an issue you have to select a priority to indicate the importance Status Each issue has a status which indicates where the issue currently is in its life cycle workflow The available statuses are e Open new issue ready for the assignee to start work on it e In Progress This issue is being actively worked on at the moment by the assignee e Question asked There is a question from TechniData because the Customer hasn t provided sufficient information to start working on the issue e Answer provided A question from TechniData was answered by the Customer e Resolved A solution was provided by the helpdesk team e Closed This issue has been complete
11. R x ow IX Provide answer R ckfragen beantworten Issue Na gi gt mr sr Kir all TECHNIDATA User Smith John History Filters Profile Loa Out B A HOME BROWSE PROJECT WallleB SS CREATE NEW ISSUE QUICK SEARCH Filter 7 Edit New Manage i s Issue Navigator Provide answer R ckfragen beantworten ame Provide answer R ckfragen Displaying issues 1 to 1 of 1 matching issues Permlink beantworten O Create new filter from current Current View Browser Current Fields Printable Full Content XML RSS Issues Comments Word Excel All fields Current fields O Bulk Change all 1 issues Summary Fal o Configure your Issue Navigator Reporter Current User o Status Question asked Sorted by Key descending mmary Assignee Reporter Pr Status Res Created Updated Due mple Loch Volker Smith John mm Question asked UNRESOLVED 14 Nov 07 14 Now 07 Powered by Atlassian JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 189 Bug feature request Contact Administrators x IM 4 gt Trusted sites 100 7 J HOME BROWSE PROJECT FIND ISSUES CREATE NEW ISSUE Issue Details XML Word Printable CSM CLEO Data Rules and Services ner Hien Example Issue Type Bug Created Today 10 50 AM Updated Today 11 50 AM Status c Question asked Priority Medium Component s CLEO Data Assignee Loch Volker Affects
12. User Manual TECHNIDATA The content of this document is the intellectual property of TechniData AG Any forwarding to third parties or publication even of parts thereof requires Customer Helpdesk express and written approval by TechniData AG TABLE OF CONTENTS 1 Customer Helpdesk 30 04 2009 Information on the Document 1 1 Project Survey 1 2 Version Management Introduction Handling of the Program 3 1 Preface 3 2 The Log In 3 3 Changing Personal Password Program Functions 4 1 Preface 4 1 1 Definitions 4 1 2 Workflow 4 2 The Dashboard of the Helpdesk 4 3 Work with Issues 4 3 1 General Information about Issues 4 3 2 Creating Issues 4 3 3 The Issue Details View 4 3 4 Checking Inter Active the Status of an Issue 4 3 5 Helpdesk has a Question about an Issue 4 3 6 Helpdesk Provides a Solution 4 3 7 Reopen an Issue 4 3 8 Find Issues 4 4 General Functions 4 5 Complete Documentation of the Jira Program TECHNIDATA Page 2 of 20 TECHNIDATA 1 Information on the Document 1 1 Project Survey Document Subtitle Customer Helpdesk Author Owner TechniData AG Dornierstra e 3 88677 Markdorf Bereich TechniData Helpdesk Datum 30 04 2009 Author Date Chapter Description M Veit 14 11 2007 Creation of document MiFr 07 03 2008 3 22 33 MiFr 30 04 2009 B33 S Customer Helpdesk Page 3 of 20 30 04 2009 TECHNIDATA 2 Introduction Welcome to the User Manual of the customer help
13. d Project TechniData created projects for the different kinds of customer services A project is a collection of issues which belong to a topic i e CSM CLEO Data Rules and Services Component A component is a logical grouping of issues within a project and represents a sub topic 4 1 2 Workflow Workflow is the movement of an issue through various statuses during its lifecycle The workflow starts with the creation of an issue and ends with the receipted solution provided by TechniData In between the exchange of communication e g questions and answers proceeds via helpdesk Every change of status will be announced by email Customer Helpdesk Page 8 of 20 30 04 2009 TECHNIDATA E mail to Assignee Project Component Lead Create lesa E mail to Customer Resolve lesua Display Accept Solution Screen Accept Solution Start Process Dont Accept Solution Question ie E mail to Asignee to Answer E mail to Asignee Workflow example You create a new issue TechniData will be informed by email 2 TechniData checks the issue If all necessary information exist TechniData starts working on the issue 3 Inthe case your request is not clear or the information you provided is insufficient you will get a query question from TechniData Additionally you will be informed about the query by email 4 You answer the query 5 TechniData provides a solution and you will get an e mai
14. desk by TechniData The helpdesk system is based on the program JIRA of the company Atlassian This document will help you become familiar with the usage of the program and provides detailed information about the functionality you need to create issues send issues to TechniData answer queries read provided answers The helpdesk should simplify and improve the communication between you and TechniData According to the contracts closed between you and TechniData you may create issues containing errors general requests change requests ilmprovement suggestions TechniData will provide an answer or a solution for your issue via the Helpdesk system 3 Handling of the Program This chapter describes the general handling of the program 3 1 Preface In this subchapter you will find general information on how to use the program Our helpdesk is a so called web application This means that it is not necessary to install it on your local computer you can just run it by using your web browser Microsoft Internet Explorer Firefox Opera etc For entering the helpdesk use the web address http support technidata de us htm Please keep in mind the following points e Always use the navigation controls of the helpdesk instead of those supplied by the web browser like back forward etc e You may exchange data with other programs by using the standard functionality of the windows clipboard e After entering information in a screen mask
15. en choose a component regarding your enquiry If you re not sure what to select choose UNKNOWN 3 Enter a short summary about your issue in German or English 4 If possible select an affected product version If you re not sure what to select choose UNKNOWN 5 Please provide then detailed information about your issue in German or English Customer Helpdesk Page 12 of 20 30 04 2009 TECHNIDATA 6 Under additional information you can e mark the content of your issue as confidential e make the issue visible to other colleagues of your company e add attachments which help to understand your issue Please provide as much information as you can about the topic a detailed description related substance names and numbers vendor name the kind of software you use screen shots and additional files with more information This will speed up the processing time of your issue enormous After completing all mandatory fields send your issue to TechniData by using the button Create The person in charge at TechniData will be informed by email The helpdesk switches to the window issue details view You can access this window at any time if you want to inform yourself about the status of your issue CSMCLEO 2 Example Issue TechniData AG Microsoft Internet Explorer bereitgestellt von TechniData Internet aa bach x dr 57 https support technidata de browse CSMCLEO 2 4g 941 1 Go gle Pr RA
16. fresh the search menu a mprovement i p New Feature Update the list by using the link Click here Task Afterwards click on the button i i i 2 Components Versions You will get a hit list with all issues regarding BE Components any the chosen criteria No Component You can save the search criteria as a filter All SE RE ele les i a Fachliche Anfrage Gefahrgvu filters will be shown on your homepage for quick Fachliche Anfrage Stoff gt access Text Search 4 4 General Functions Maybe you want to customize the helpdesk system regarding the interface language or your profile If you want to stop working with the helpdesk you need to log out These functions are described below e Change Locale Click on the link Profile in the upper right corner near your user name Then click on the action Edit preferences e Edit Profile Click on the link Profile in the upper right corner near your user name Then click on the action Edit profile You may change your long name and your email address Please don t delete the company name within the long name e Log out Click on the link Log out in the upper right corner near your user name 4 5 Complete Documentation of the Jira Program The complete documentation with much more details on the Jira program can be opened via the help link available on each screen alll TECHNIDATA User Smith John History Filters Profile Log Out HOME BROWSE PROJECT EIND ISSUES CREATE
17. in the windows Create Issue Step 2 Note fields marked with an asterisk are mandatory Ge Nie x https support technidata de secure CreatelIssue jspa ME 1X oat Pr Ge i i gt i ely we ow IX Create Issue TechniData AG i D teh ir Ge TECHNIDATA N User Smith John Filters Profile Log Out B A HOME BROWSE PROJECT FIND ISSUES QUICK SEARCH Create Issue Step 2 of 2 Enter the details of the issue Project CSM CLEO Data Rules and Services Issue Type e Bug Priority Medium a Components GLEO Data CLEO Online Expert Rules el Property Tree SDS WWI Templates Summary Example Issue Affects Version s CLEO Data Product Safety 2007 2 HazardComp Taiwan 2 01 CLEO HazardComp Korea 2 01 CLEO HazardComp Japan 2 1 CLEO HazardComp China 2 1 CLEO HazardComp Australia 2 01 CLEO vw Description found a tipping error in a Phrase The Phrase is R10 Additional Information 7 attachments contain Confidential Data Issue visible for all colleagues of my company Attachment The maximum file uplosd size is 10 00 Mb Please zip files larger than this v J Trusted sites 100 1 Choose the priority of your issue Blocker Blocks development and or testing work production could not run tt High Serious faults or very urgent inquiries FA Medium Default Priority Low Cosmetic changes non committal suggestions etc 2 Th
18. l that a solution is available 6 You check the solution and if it is acceptable you can close the issue and the workflow ends 4 2 The Dashboard of the Helpdesk The dashboard provides an overview of your helpdesk The left side shows the supported topics and services The right side shows your individual filters Filters are saved search activities gt jn x https support technidata de secure Dashboard jspa x 4g i X Goool Pr x ane x Welcome TechniData AG Dir g teh id Ge alll TECHNIDATA User Smith John Filters Profile Log Out B A BROWSE PROJECT FIND ISSUES CREATE NEW ISSUE QUICK SEARCH All Projects Saved Filters Creste New Menage Filters CSM CLEO Data Rules and Services CSMCLEO CSM Document Managment CSMDOC v CSM IUCLID Support CSMIUC Resolved Issues L g bereitgestellt CSM Label Management CSsMLAB CT Dataeditor CTDE oO lo Io CT ServiceLine CEL Powered by Atlassi in JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 1 89 Bug feature request Contact Administrators J Trusted sites A 100 Topics and services Projects Search filters Customer Helpdesk Page 9 of 20 30 04 2009 TECHNIDATA By using the links or the menu you can create a new issue or access existing issues ty alll TECHNIDATA BROWSE PROJECT FINDISSUES CREATE NEW ISSUE User Smith John Filters Profile Log Out O kal QUICK SEARCH
19. must accept or deny the provided solution by selecting the corresponding workflow action Available Workflow Actions e Don t Accept Solution If you don t accept the solution the issues will be set into the status processing again and the person in charge at TechniData will be informed by email Please add always an additional comment explaining why you don t accept the solution e Accept Solution The lifecycle of an issue normally ends with that answer When you accept the solution you have the possibility to give us a short feedback about the quality of the helpdesk service or provided solution Customer Helpdesk Page 18 of 20 30 04 2009 TECHNIDATA iccept Solution ESMCLEO 2 TechniData AG Microsoft Internet Explorer bereitgestellt von TechniData Internet Jay Go v x https support technidata de secure Comment ssignIssueldefault jspa id 10172 amp act x Google Pp We Be Y Accept Solution CSMCLEO 2 TechniData AG oe alll R a Oo TECHNIDATA User Smith John History Filters Profile Log Out amp A Issue Details Summary Example Issue EET TAL Key CSMCLEO 2 Accept Solution Type e Bug Solution Quality Status dp Resolved Resolution Fixed Priority Medium mae Loch Volker Comment Reporter Smith John Votes 0 Watchers 0 Comment an optional comment describing this update Viewable By All Users x _
20. not be fixed e g it may no longer be relevant Duplicate The problem is a duplicate of an existing issue Incomplete There is not enough information to work on this issue or it is only possible to provide a resolution for a part of the problem Cannot Reproduce This issue could not be reproduced at this time or not enough information was available to reproduce the issue If more information becomes available please reopen the issue Saved Filters Create New Manage Filters Provide answer R ckfragen beantworten Rep red by me von mir erstellte Vorga Resolved Issues L sung bereitgestellt Optionally you can check the provided solution manually The filter Resolved Issues available on the dashboard indicates that a solution was sent from the helpdesk Click on the filter to see the issue list where a solution was provided to you Open then the issue by selecting the issue key to check the provided solution Customer Helpdesk Page 17 of 20 30 04 2009 TECHNIDATA Issue status Issue Details AML Word Printable Key CSMCLEOQ Type e Bug Priority Medium Assignee Loch Volker Reporter Smith John Votes 0 Watchers 0 The provided solution can be found under Comments Change History Loch Volker 14 Mow OF 11 50 AM What language Smith Jahn 14 Now0 12 07 PM tis Englisch och Volker 1 amp 4Now07 12 08 PM Will be fixed with the next update Finally you
21. rrent User Status Open In Progress Resalved Question asked and Answer provided ne 3 Sorted by Key descending Tf Cey 1 Summary Assignee Reporter Pr Status Res Created Updated Due e CSMCLEO 2 Example Flock Markus Smith John mm gi Open UNRESOLVED 14 Now 07 14 Now 07 Issue Powered by Atlassian JIRA the Professional Issue Trflcker Enterprise Edition Version 3 7 4 189 Bug festurd request Contact Administrators y Tihsted sites 100 Link to issue details List with reported issues Helpdesk has a Question about an Issue If TechniData needs more information about an issue or if there are questions about it you will get an email Via the link in the headline of the mail you will reach the helpdesk log in where you can answer the query Optionally you can provide an answer manually The filter Provide answer available on the dashboard indicates that a question was sent from the helpdesk Click on the filter to see the issue list where answers have to be provided by you Open then the issue by selecting the issue key Resolved Issues L sung bereitgestellt 0 Page 15 of 20 TECHNIDATA r Provide answer R ckfragen beantworten Issue Navigator TechniData AG Microsoft Internet Explorer bereitgestellt von E x vv CoS v Y https support technidata de secure Issuellavigator jspa mode hide requestid 100 4 51 X Google P Ta gt
22. ry information about an issue and the actual status Issue Details CML Word Printable Key CSMCLEO 2 Type e Bug Status Open Priority Medium Assignee Flock Markus Reporter Smith John Votes 0 Watchers 0 The section Operations provides actions which can be executed on your issue The action list will change in conjunction with the issue status Operations O Attach file to this issue O Attach screenshot to this issue O Clone this issue O Comment on this issue O Create sub task O Voting You cannot vote for an issue you have reported O Watching You are not watching this issue Watch it to be notified of changes O Worklog You don t have permission to work on this issue Provide additional information for your issue at any time via e Attach file e Attach screenshot e Comments Create optionally new tasks via e Clone shall be used to re open an Issue when it was closed or a similar issue must be created by you e Subtasks split your issue into sub tasks for the helpdesk We recommend creating separate issues only because it is better to trace The section on the left side provides detailed information on the issue status and history CSM CLEO Data Rules and Services Example Issue Created Today 10 50 AM Updated Today 10 50 AM Component s CLEO a Affects Version s CLEO Data Product Safety 2007 2 Fix Version s None Security Level Own Viewable by Reporter
23. tus of an issue several workflow operations can be performed i e like close 4 3 2 Creating Issues This subchapter describes how to create and follow up an issue To create a new issue select CREATE NEW ISSUE in the primary menu of the homepage TECHNIDATA HOME BROWSEPROJECT FIND ISSU In the windows Create Issue Step 1 choose the topic or service project and the type of issue Bc gt NT x https support technidata de secure Createlssueldefault jspa ka 4g FH XK G Pr l P w a IX Create Issue TechniData AG i T D mr E S A TECHNIDATA User Smith John Filters Profile Log out B A Jon HOME BROWSE PROJECT FIND ISSUES QUICK SEARCH Create Issue Step 1 of 2 Choose the project and issue type Project CSM CLEO Data Rules and Services x Issue Type Bug iw A Powered by Atlassian JIRA the Professional Issue Tracker Enterprise Edition Version 3 7 4 189 Bi Contact Administrators Y Trusted sites 100 v Choose the best fitting type of issue Bug A problem which impairs or prevents the functions of the product El Improvement An improvement or enhancement to an existing feature or task Enquiry Requirements of special information New Feature A new feature of the product which has yet to be developed Task A task that needs to be done Customer Helpdesk Page 11 of 20 30 04 2009 TECHNIDATA Click Next and enter detailed information about your problem
24. w Manage Filter you may create your own filters when necessary Saved Filters Create New Manage Filters Provide answer R ckfragen beantworten 0 Reported by me von mir erstellte Vorg nge 0 Issues L sung bereitgestellt 0 wr a l z m i issue Navigator Techi t Internet Explorer bereitgestellt von TechniData Internet Jeg TECHNIDATA HOME BROWSE PROJECT W3 LOSCO CREATE NEW ISSUE Filter View 1 Manage You do not currently have a search or filter selected Issue Navigator the issues that you see lt View amp Hide Project Ailprojects ti CSM CLEO Data Rules an _ CSM Document some CSM IUCLID Support CSM Label Management B Issue Type Any Standard Issue Types Bug 8 Improvement 4A New Feature v Text Search Customer Helpdesk 30 04 2009 til User Smith John Filters Profile Loa Out G A f ae QUICK SEARCH The Issue Navigator allows you to browse all the issues in the system Filters allow you to limit Using the panel on the left you can create and edit new filters s Trusted sites 100 Page 10 of 20 TECHNIDATA 4 3 Work with Issues 4 3 1 General Information about Issues An issue has multiple attributes like key type status priority assignee and reporter To change data of an issue several operations can be performed like attach file or screenshot To change the sta
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