User Manual
Contents
1. 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 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 case 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 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 8 m ZIM Brief User Manual Common User Scenarios NOTE The automatic addition of Fixed cos2. Save Cancel Description Responsibility User Defined Fields Costs Activities Contact Reporting Case Bob Harboe v Responsible Contact Process Contact List Bill Fold Accounts List You re Not a Member Responsible Process Management Contact List Accounts Payroll Accounts Manager List You re 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 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 above 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 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 ZIM Brief User Manual m 7 Introduction Save Cancel Description Responsibility User Defined Fields Costs Activities Entered Estimates
3. Er Period Update Date of Last Change From fr ef Ea Period Update Date Discovered From a BAS Period M Update Case Number From mf Time Limit From fa BAS f 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 00 0 0 IT 0 00 0 0 Accounts 0 00 0 0 HSEQ 0 00 0 0 TOTAL 0 00 0 0 14 m ZIM Brief User Manual Common User Scenarios 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 Password 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 ZIM Brief User Manual m 15 Introduction 16 m ZIM Brief User Manual
4. 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 Manager level access is described in a separate manual titled Brief Manager 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 tronnurtinn Ntroaquctiol l lear This section describes the key features of the graphic user interface starting with the main menu followed by the Create New Case and Create Case Reports screens NOTE It is important to remember that ZIM does not support the browser Back button Please use ZIM s internal navigation controls only Main Menu This section describes the User level features of the main left sidebar menu The Case Management menu area allows you to create a 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 th
5. Common User Scenarios 5 Add a New Case 5 Description Tab 5 Responsibility Tab 6 User Defined Fields Tab 7 Costs Tab 7 Activities Tab 9 Create a Crosstab Report Template 11 Change Account Settings 15 ZIM Brief User Manual M ii Contents iv ZIM Brief User 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 This manual describes the features of User level access 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 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
6. Create a Crosstab Report section 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 With User level access you can create and save a user defined template and you can select a KPI target value for that template 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 This section describes the features of the Create Case Reports screen A detailed description appears in the Create a Crosstab Report section 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 second 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 interrelations
7. ZYLIN INC Zylin Incident Manager Brief User 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 config 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 ZIM Brief User Manual Contents Introduction 1 User Interface 2 Main Menu 2 Case Management 2 Case Reports 3 Login Account 3 Terminology 3 Create New Case Screen 3 Saved Case Report Templates Screen 4 Create Case Reports Screen 4
8. arboe Status Discovery Date Time Limit Draft Mi 27 Oct 2011 za o3 Nov 2011 Fr 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 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 6 m ZIM Brief User Manual Common User Scenarios 2 Assign responsibility for this case to Bill Fold the head of Accounting 3 Click the Save button to save your changes
9. e 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 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 Allows you to access and use saved incident case report templates and to view a list of KPI Key Performance Indicator target values The Saved Case Report Templates and KPI Targets screen will be described in the Create a Crosstab Report Template section 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 Template section below Login Account The Login Account menu area lists the f
10. hips 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 This section describes three key areas of User level activity adding new cases creating cross tabular reports and changing account settings 2 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 action 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 escription Tab 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 Clic
11. k 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 field 6 Enter a text description of corrective actions in Actions for this incident text box Not a required field ZIM Brief User Manual m 5 Introduction 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 H
12. ndicates 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 you alone 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 10 Click the Hide Values button The Calculation Values are no longer displayed 12 m ZIM Brief User Manual Common User Scenarios Cross report Status x Process Hide lines without cases v Update Report Filter Filter No filter selected New Template Name MyProcessStatus Comment my First Template Description Production Marketing Sales HR IT Accounts HSEQ Draft 1 Active Open 4 4 Rejected Closed 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 User Manual m 13 Introduction Case Search Cl Invert Filter Type Range Date Created Fromf zl mf
13. own both assigned to one Contact and both with the same time limit ZIM Brief User Manual m 9 Introduction Corrective Actions Corrective Action Responsible Time Limit Status Delete Contact Payroll Co Bill Fold v oz Nov 2011 BRE Open vio Contact Bank Bill Fold v oz Nov 2011 ER Open vio 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 Notification is always sent upon closing to Contact who entered case Bob Harboe Notify Subscription Contact List Subscription Contact Time Delete Upon Closing Accounts List v Mi Ea 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 ne
14. s ZIM Brief User Manual m 11 Introduction The following steps save this report as a User defined template 4 5 6 Enter a template name in the New Template Name field MyProcessStatus Enter a comment in the Comment field My First Template 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 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 template you just created Click the Back button to return to the Create Case Reports page Create Case Reports Choose Report Type from these Case Categories Process i B Choose Cross Report Type from these Case Categories Status w OK Saved Templates MyProcessStatus v Use Delete GlobalProcessStatus MyProcessStatus In the Saved Templates drop down selection field select the new template MyProcessStatus 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 i
15. t 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 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 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 sh
16. ull 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 Terminc 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 ef User Manual m 3 tronnurtinn Ntroaquctiol 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 meeting these minimum requirements Wav Ss d vdo RCDUOT LL CII p Iaies YCICCI This section describes the Saved Case Report Templates and KPI Targets screen detailed description appears in the
17. w sequential number and added to the saved case list For this example don t save the case Click Cancel 10 m ZIM Brief User Manual Common User Scenarios Create a Crosstab Report Template This section describes how to create a new crosstab report and then name and save the report configuration as a template for repeated use This section also describes the different ways the generated report can be viewed 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 By default Process is selected in the Report Type selection field and Status is selected in the Cross Report Type selection field Leave these default settings 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 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 Value
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