Elementool Online User Guide

Transcription

Elementool
e l e me n t o o l
User Guide Outline
TABLE OF CONTENTS
Preface.................................................................................................................3
Guide Functionality ................................................................................................................... 4
Intended Audience .................................................................................................................... 4
Guide Contents ......................................................................................................................... 4
Welcome to Elementool .....................................................................................6
Features .................................................................................................................................... 7
Storing Bug Information .................................................................................................................... 7
Web-Based System .......................................................................................................................... 7
Downloadable Database................................................................................................................... 7
Mail Notification ................................................................................................................................ 7
Submitting Issues ............................................................................................................................. 7
Unlimited Users ................................................................................................................................ 8
Customizable .................................................................................................................................... 8
Banner Ads Free............................................................................................................................... 8
Advanced Reports ............................................................................................................................ 8
File Attachments ............................................................................................................................... 8
History Information............................................................................................................................ 8
Elementool Accounts ................................................................................................................ 9
Basic................................................................................................................................................. 9
Advanced.......................................................................................................................................... 9
Pro ...................................................................................................................................................10
Implementing Elementool........................................................................................................ 10
System Requirements .....................................................................................................................10
Using Elementool’s Web-based System..........................................................................................10
Creating an Elementool Account ............................................................................................ 12
Upgrading an Elementool Account ..................................................................................................14
Understanding the Elementool Interface................................................................................. 15
Elementool User Components .........................................................................................................15
Elementool Editing Components .....................................................................................................16
Working with Elementool......................................................................................................... 17
Logging In........................................................................................................................................17
Opening a New Issue ......................................................................................................................19
Viewing an Issue..............................................................................................................................21
Attaching a File ................................................................................................................................25
Viewing the History Trail ..................................................................................................................26
Generating a Report ........................................................................................................................27
Closing an Issue ..............................................................................................................................29
Managing an Elementool Account .......................................................................................... 30
Logging In........................................................................................................................................30
Edit Account Information ......................................................................................................... 31
Edit Issue Form................................................................................................................................32
Creating and Editing Field Values ...................................................................................................34
Download Database ........................................................................................................................36
Empty Trash ....................................................................................................................................37
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Edit User Profiles .................................................................................................................... 38
Support Forms ........................................................................................................................ 40
Creating Support Forms ..................................................................................................................40
Defining Group Members.................................................................................................................43
Logging Out .....................................................................................................................................43
Quick View.......................................................................................................................................43
Appendix A, Configuration Fields ...................................................................44
Appendix B, Edit Field Forms ..........................................................................49
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PREFACE
This section provides information about the Elementool User Guide structure
and includes the following sections:
3
•
Guide Functionality — Provides an explanation of the Elementool User Guide’s
functionality.
•
Intended Audience — Provides information about the intended audience of the
Elementool User Guide.
•
Guide Contents — Provides information about the Elementool User Guide’s
contents.
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User Guide Outline
GUIDE FUNCTIONALITY
The Elementool User Guide provides information about Elementool and provides
step-by-step instructions for bug tracking.
INTENDED AUDIENCE
The Elementool User Guide is intended for all Elementool users, regardless of their
Elementool package.
GUIDE CONTENTS
This guide contains the following sections:
•
Chapter 1, Introduction — Provides an explanation of Elementool’s bug tracking
product, and how Elementool easy-to-use, easy access system enriches any
company’s development team.
•
Chapter 2, Using Elementool — Provides an explanation of how to work with
Elementool, from opening an account, to managing the administrator tools, to
closing your account and all the various bug management functions in-between.
•
Appendix A, Configuration Fields — Provides the configuration fields in
alphabetical order for an at-a-glance reference source.
•
Appendix B, Editing Fields Forms — Provides the different Editing Fields forms
that may appear with their field definitions.
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Chapter 1 INTRODUCTION
This chapter contains information about what Elementool is and how Elementool
enhances your development team. In addition, this chapter contains information about
the different Elementool features, system requirements, and web-based management
systems.
5
•
Welcome to Elementool— Provides an introduction to Elementool.
•
Features — Provides an introduction to the different Elementool features.
•
Elementool Accounts — Provides information about the different type of
Elementool accounts.
•
Implementing Elementool— Provides information for implementing
Elementool into your current development process.
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WELCOME TO ELEMENTOOL
Nobody likes to find bugs in their products. Elementool’s bug tracking system
helps exterminate your product’s bugs before your customer finds them.
Elementool is a leading Web based bug and defect tracking tool. Customers from
all over the world use the Elementool website on a daily basis as a fundamental
part of their development and testing process.
Our customers include Fortune 500 companies, Big Five consulting firms,
international banks, airline companies, business websites, IT consulting
companies, software companies and more.
Elementool’s bug tracking system is an easy to use web-based database that
allows users to input new information during the bug tracking process. A bug’s
lifecycle can be tracked from the time the bug is opened to the time the bug is
closed. Information including how the bug was resolved can also be viewed. All
information about feature and feature enhancement can be entered can be
viewed. Elementool’s system provides a comprehensive devolvement tool and
allows customers to enter support calls from your website.
In addition, Elementool provides you with SupportManager. SupportManager
allows companies to track customer support calls online via the your company’s
website. Customer support calls are reported via your web site but saved and
managed via your Elementool account. Customer calls are saved and managed
via your company’s website ensuring that customer calls aren’t lost or forgotten.
Elementool also provides with a rich set of features that make bug tracking as
easy as 1, 2, 3 bug free.
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FEATURES
Elementool’s wide range of features includes the following:
•
Storing Bug Information.
•
Customizable.
•
Web-Based System.
•
Banner Ads Free.
•
Downloadable Database.
•
Advanced Reports.
•
Mail Notification.
•
File Attachments.
•
Submitting Issues.
•
History Information.
•
Unlimited Users.
Storing Bug Information
Elementool allows you to store Issues (bugs, support calls, feature enhancement,
etc) in your account. The amount of storage space depends on your Elementool
package.
Web-Based System
Elementool’s web-based bug tracking system requires minimum system
requirements, minimum effort, and best of all it can be accessed anywhere via
the Internet. Elementool is easily implemented into any company as no
additional software or hardware is needed. The Elementool website is constantly
updated to provide our users with the latest Elementool version.
Downloadable Database
Elementool provides a downloadable database for self-backup, and because
Elementool is downloadable, the backup Issues List can be stored on your
computer or system.
Mail Notification
Elementool provides you with Mail Notifications. Mail Notification guarantees
that group members get a copy of an issue immediately. Group members always
know when an issue has been assigned to them.
Submitting Issues
Elementool generates an HTML form to place on your website, which enables
your customers, team members and others to submit Issues to your account
directly from your website, without logging to your account, on the Elementool
website.
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Unlimited Users
Elementool provides unlimited number of users for each account. Group
members are easily added and deleted.
Customizable
Elementool provides customizable forms to accommodate your company’s
specific bug tracking needs. Field captions, sizes, value lists and much more are
all customizable.
Banner Ads Free
Elementool provides a banner ad free-environment for both the Advanced and
Pro packages. Only the Basic package runs banner ads.
Advanced Reports
Elementool provides you with advanced reports. Elementool’s advanced reports
allow you to search for different words and phrases, and to create reports with
only the issue for which you are specifically searching.
File Attachments
The Pro package provides you with file attachment capabilities. Attachable files
include screenshots, images, and text documents. Attached files provide a more
detailed description of the bugs occurring.
History Information
Elementool provides bug history information. You can see the life cycle of bugs,
including the different changes the bug has undergone, from the time the bug is
opened until the bug is closed.
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ELEMENTOOL ACCOUNTS
Before beginning the tracking process, an Elementool account must be opened.
Elementool provides three package types:
•
Basic.
•
Advanced.
•
Pro.
Basic
The basic package is a service to all Elementool users, and contains the following
features:
•
Issue Storage (up to 200 listings).
•
Web-based Management.
•
•
Mail Notifications.
•
Issue Submission from Company Website.
•
Unlimited Users.
Advanced
Elementool offers the Advanced package to users with more demanding needs.
The advanced package offers the following features:
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•
Issue Storage (up to 2000 listings).
•
•
•
Mail Notifications.
•
•
Unlimited Users.
•
Customizable forms
•
Banner Ad-free.
•
Advanced Reports.
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Pro
Elementool’s Pro package offers a rich list of features for the most demanding
users. The Pro package offers the following features:
•
Issue Storage (unlimited listings).
•
•
•
Mail Notifications.
•
•
Unlimited Users.
•
Customizable forms.
•
Banner Add Free.
•
Advanced Reports.
•
File Attachments.
•
History Trail.
For more information about joining Elementool, refer to Creating an Elementool
Account on page 12.
IMPLEMENTING ELEMENTOOL
Elementool provides a simple implementation with minimal system
requirements.
System Requirements
The only system requirement that Elementool requires is an Internet browser and
connection. Elementool can be implemented with any platform (Windows, Unix,
or MAC).
Using Elementool’s Web-based System
Elementool’s web based system allows access from any Microsoft IE or Netscape
browser. Users simply logon and they have instant access to issues.
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Chapter 2 USING ELEMENTOOL
This chapter contains information about opening an Elementool account,
managing an existing account, and tracking new and previous bugs in
Elementool. This chapter contains the following sections:
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•
Creating an Elementool Account— Provides information for creating an
elementool account.
•
Understanding the Elementool Interface — Provides an explanation of
Elementool’s various icons and menu items.
•
Managing an Elementool Account— Provides information for managing an
elementool account.
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CREATING AN ELEMENTOOL ACCOUNT
Before beginning to track bugs with Elementool, an account must be opened.
There are three types of accounts to choose from:
•
Basic.
•
Advanced.
• Pro.
For a complete list of features that each package contains, refer to Elementool
Accounts on page 9.
To open an Elementool account:
from the Elementool home page. The Elementool Registration
1. Click
screen opens.
Figure 1: Registration Screen
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The Registration Screen appears the following fields:
•
Choose Account Name—Specifies the user defined account name. Each account
has a separate user list, settings, and storage space. Each project or product line
can have a separate account.
•
Admin Login Name—Specifies the user defined administrator name. The
administrator edits and maintains the Elementool account as well as maintains
the account users list.
•
Admin Password—Specifies the user defined administration password. The
Admin Password gives the administrator access to the account.
•
Retype Admin Password—Specifies the user defined administration password.
The password is re-entered to ensure the original password was entered
correctly.
•
Admin First Name—Specifies the administrator’s first name.
•
Admin Last Name—Specifies the administrator’s last name.
•
Admin E-mail Address—Specifies administrator’s email address. Account
information, system notifications and information about new Elementool
services and products are sent to this email address.
•
Company Name—Specifies the company name for which the account is opened.
•
Company Website—Specifies the company URL for which the account is being
opened.
•
Country—Specifies the country from which the account is opened.
!
Note: All the fields must be completed before submitting the form.
2. Complete the fields.
3. Click
. The following confirmation messages appears:
Figure 2: Registration Confirmation Message
The Registration Confirmation Message contains the new account name. The
account name is used to log on to Elementool.
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Upgrading an Elementool Account
If you currently have an Elementool account but wish to upgrade your current
account:
1. Click
. The Edit Account Screen appears.
2. Click
. The Registration Screen appears (see Figure 1).
3. Select a package type. Only the type of packages which can be upgraded
to appear.
5. Click
. A confirmation messages appears.
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UNDERSTANDING THE ELEMENTOOL INTERFACE
This sections describes the different interface components found in Elementool,
and includes the following sections:
•
Elementool User Components
•
Elementool Editing Components.
Elementool User Components
This section provides information about the user components to which all
Elementool users have access.
Figure 3: Elementool User Buttons:
The table below appears the user buttons:
Table 1: User Buttons
Ite m
Bu tto n F u n c ti o n a l i ty
Opens the Welcome screen. The Welcome screen contains
information about what issues are currently open, what issues
have been fix, what issues are closed and other issue
information.
Opens the New Issue form. The New Issue form provides a form
for opening and submitting a new issue.
Opens the View Issue Details screen. The View Issue Details
screen provides issue specific information.
Opens the Issue Report screen.
Logs users out of Elementool.
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Elementool Editing Components
!
Note:
The Elementool editing tools are administrator tools only. General users
do not have access to the editing tools.
The Elementool administrators buttons provides access to the administrator’s
tools. The administrator’s tools include the following:
•
Edit Account
•
Edit User Profile
•
Edit Support form
Figure 4: Administrator’s Options
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WORKING WITH ELEMENTOOL
This section explains to the user how to work with Elementool, and includes the
following topics:
•
Logging In.
•
Opening a New Issue.
•
Generating a Report.
Logging In
To log in to Elementool:
1. Select
from the Elementool home page. The Login Screen appears.
Figure 5: Login Screen
The Login Screen appears the following fields:
•
Account Name—Specifies the user defined account name.
•
User Name—Specifies the user defined user name.
•
Password—Specifies the user password.
3. Click
. The Welcome Screen appears.
4. Check the Login automatically next time check box. The login information is
saved. The next time the user logs in the information is automatically
sent.
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The Welcome Screen contains information about bugs that have been both
reported by and assigned to the user. Issues are sorted according to their status,
while the No. of Issues depict the number of this type of issue. For example, in the
screen below there is 1 open bug. The Welcome Screen also appears system
messages, notification about new services and features, and information about
system upgrades.
Figure 6: Welcome Screen
The Welcome Screen is divided into two sections:
•
Issues Assigned to You—Includes a list of issues assigned to you by other
account members. The issue status is listed next to the issue.
•
Issues Reported by You—Includes a list of issues reported by you to other
account members. The issue status is listed next to the issue.
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Opening a New Issue
This section describes opening a new issue.
To open a new issue:
1. Click
. The New Issue Form appears.
Figure 7: New Issue Screen
The fields that appear in the New Issues Form are set by default when the account
is opened.
Note:
Only the administrator can edit the fields, therefore the instructions and fields
below may vary or additional fields may appear.
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•
Title – Specifies the user-defined name of the bug being defined. This field can
be a maximum of one line long and should summarize the type of bug in one
line.
•
Description – Specifies the user-defined full and detailed description of the
issue.
•
Steps to Reproduce – Appears the steps that need to be reproduced in order to
recreate the issue.
•
Product – Appears a drop down list of predefined products/projects. The issue’s
product is selected.
•
Status – Indicates the issue’s status. The possible values are:
•
Open bug – The bug is currently open. This is the default setting for bugs that are
entered into the system.
•
Enhancement –The issue is not a bug but an enhancement to a feature that already
exists.
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•
•
•
Feature – The issue is not a bug, but a new feature.
•
Fixed - The bug is fixed, but not closed.
•
Closed – The bug is closed.
•
Open Call – A support call is currently open. This is the default setting for support
calls that are entered into the system.
•
In Process – A support call is being handled and will be resolved in the future.
•
Closed Call – The technical support call is closed.
•
Duplicates – The bug was reported twice in the system.
•
Implemented – Closes issues that are enhancements of features.
•
Not a Bug – The issue is not a bug.
•
Not Reproducible - The bug could not be duplicated.
Severity – A severity classification of a software error is based on the degree that
the error impacted the system’s operation. The severity classifications are as
follows:
•
Critical – The bug causes a failure of the complete software system, subsystem or a
program within the system.
•
High – The bug does not cause a failure, but causes the system to produce incorrect,
incomplete, inconsistent results or impairs the system usability.
•
Medium – The bug does not cause a failure, does not impair usability, and does not
interfere in the fluent work of the system and programs.
•
Low – The bug is an aesthetic, is an enhancement or is a result of non-conformance
to a standard.
Priority — A priority classification of a software error is based on the importance
and urgency of resolving the error. The priority classifications are as follows:
•
Immediate — The bug needs to be resolved immediately.
•
High — This bug needs to be resolved as soon as possible in the normal course of
development activity, before the software is released.
•
Medium — This bug should be repaired after all serious bugs have been fixed.
•
Low – It can be resolved in a future major system revision or not be resolved at all.
•
Version # — Indicates the product version number.
•
Frequency – Indicates the frequency in which the bug occurs. The possible
values are:
•
Always – The bug always occurs when the process described in the Steps to
Reproduce field is preformed.
•
Sometimes – The bug sometimes occurs when the process described in the Steps to
Reproduce field is preformed.
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•
Often – The bug often occurs when the process described in the Steps to Reproduce
field is preformed.
•
Random – The bug occurs randomly when the process described in the Steps to
Reproduce field are preformed.
•
Assigned to – Specifies to whom the bug is assigned, from a predefined account
users list of assignees.
•
Reported by – Specifies by whom the bug was reported from a predefined
account users list.
•
CC – Specifies to whom a carbon copy of the mail notification is sent, from a
predefined account users list.
! Note: Optional fields are also displayed in this form. Files can also be attached.
3. Click
appears.
. The bug is submitted and a confirmation message
Figure 8: New Issue Confirmation Message
The issue number is a unique ID number and is assigned by the system. The
Issue Number identifies the specific issue.
Viewing an Issue
This section describes how to view an previously opened issue.
To view an open issue:
1. Click
. The View Issue Details screen opens.
Figure 9: View Issue Details Screen
2. Enter the issue number.
3. Click
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. The View Issue Screen appears.
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Figure 10: View Issue Screen
The fields that appear in the View Issues forms are set by default when the
account is opened. The administrator can edit the fields, therefore the
instructions and fields below may vary or additional fields may appear.
The fields in the two upper sections of the View Issue screen are the same as in the
New Issues screen. The View Issue screen also has two additional sections with
viewing options.
Figure 3–11: View Issue Screen – Additional Section
This sections of the View Issue screen appears the following fields:
•
Submitted on — Specifies the date that the issue was submitted.
•
Fixed by — Specifies who fixed the issue.
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•
Fixed in version — Specifies in what version number the issue was fixed.
•
Remarks — Provides a text entry form for remarks and comments to be entered
regarding the bug.
For Pro package users two additional features are available:
•
Attaching a File
•
Viewing the History Trail.
4. Complete the fields
5. Click
appears.
. Elementool is updated and a confirmation message
Figure 12: Issue Updated Confirmation Message
If the issue was reported using the Support form, the system regards the issue as
a support call, and the Remarks and Fixed by fields are not displayed.
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!
Note: When an Admin or Support group member views the issue a Reply button appear
on the bottom of the page. Click the Reply button to open a new page with a Reply form. The form
enables the user to send a reply to the customer who submitted the support form. Replies are
saved in the account and each reply has a unique number. After a reply is sent, a table with some
of the reply details is displayed on the View Issue form beneath the Issue form. The reply sent to
the customer is viewed by clicking on the reply number in this table.
Or
. A summary of the bug appears. The issues are presented in a
Click
printable format.
Figure 13: View Issue Summary Screen
6. Click
. A Print dialog box opens.
7. Select the printer.
8. Click
. The reported is printed.
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Attaching a File
!
Note: The Attaching File feature is only offered in the Pro Package.
Files can be attached and stored with an issue. Other group members can view
the file. Upload files cannot exceed 450 KB, and spaces in the file names should
be removed before beginning the uploading.
To attach a file:
1. Open the View Issue screen.
2. Click
. The File Upload screen opens.
Figure 14: File Upload Screen
3. Click
. A standard browse box appears.
4. Click
. The browse box closes and the file is appeared in the File
Upload screen.
. The file is uploaded. This process might take a few minutes.
5. Click
After the file is uploaded, the File Upload confirmation message appears.
Executable files (*.exe, *.bat and *.com files) cannot be uploaded. Files that
contain viruses are automatically deteted by the system.
Figure 15: File Upload Confirmation Screen
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6. Close the window. The name of the uploaded file appears in the Attach
field in the View Issue Window.
7. Click
appears.
Or
Click
.
Viewing the History Trail
Note: The History Trail feature is only offered in the Pro Package.
!
Viewing the History Trail provides an at-a-glance check of a bug’s history of all
the issue changes by different account members. The bug history is viewed at the
bottom of the View Issues screen (see Figure 10).
Figure 16: History Trail Screen
The History Trail section of the View Issues Screen contains the following
columns:
•
Date — The date the change was made to the issue.
•
Time — Specifies the time the issue was changed. The time format is
hour: minute: second.
•
User Name — Indicates the name of the user implemented the changes to the
issue.
•
Field Name — Specifies what fields were changed.
•
Change — Specifies the change that was implemented.
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Generating a Report
After bugs have been reported and entered into the Elementool tracking system,
reports can be generated.
To issue a report:
1. Click
in the Welcome Screen. The Issue Report screen appears.
Figure 17: Issue Report Screen
2. Complete the fields. The fields are the same as the fields in the View Issue
screen (see Figure 10).
3. Click
. The Report screen is appeared.
Figure 18: Report Screen
To view all the details of specific issue:
•
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Click Issue number in the Issue # column.
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Sorting reports by subject:
•
Clicking on a column header of subject by which you want to sort the report, the
report. Reports cannot be sorted by text areas.
•
Click the report column header sorts the report by ascending fields.
• Re-clicking the same column header sorts the report by descending field.
To Customize Reports and Report Query pages:
1. Click
. The Edit Issue Report Form displays.
2. Choose the columns and queries you want to include in the report.
3. Click
4. Click
. The Issue Report form appears.
. The Report appears.
Customizing reports enables you to set the fields that are displayed on the Report
Query page, and report fields. Customizing reports also enables you to use
advanced filters by excluding specific values and selecting several values of a
specific field on the Report Query page.
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Customizing reports and report queries is available to the Advanced and Pro
package users.
Closing an Issue
Issues are closed in the View Issue screen (see Figure 10).
To close an issue:
1. Open the View Issue screen.
2. Select closed in the Status field.
3. Click
appears.
When the Issue Report screen appears, the bug appears as closed.
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MANAGING AN ELEMENTOOL ACCOUNT
Once an account is open, the administrator can:
•
Edit account information.
•
Add new members to a group.
•
Assign and Edit user profiles.
•
Customize forms.
Logging In
To manage an Elementool account, the user must login. For more information on
logging in, refer to Logging In on page 17.
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EDIT ACCOUNT INFORMATION
To edit account information:
1. Click
. The Edit Account Screen appears.
Figure 20: Edit Account Screen
! Note: The Basic and Advanced package Edit Account screen also appear an Upgrade
Account feature. The Upgrade Account feature allows administrators to upgrade from
either the Basic or Advanced packages.
2. Choose one of the following:
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•
Edit Issue form
•
Download Database
•
Empty Trash
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Edit Issue Form
The Edit Issue Form allows administrators to edit the field names, field properties,
and the form information in the New Issue Form.
Figure 21: Edit Issue Screen
The Edit Issue Form appears the following fields:
•
Title – Specifies the user-defined name of the bug being defined. This is a text
field and can be edited.
•
Description – Specifies the user-defined description of the bug.
•
Steps to Reproduce – Appears the steps that need to be reproduced in order to
recreate the bug.
•
Product – Appears a drop down list of predefined products. The bug's product is
selected.
•
Status – Indicates the bug’s status.
•
Severity – Indicates the severity of the bug.
•
Version – Indicates the software version number.
•
Frequency – Indicates the frequency in which the bug occurs. The possible
values are:
•
Assigned to – Specifies to whom the bug is assigned, from a predefined list of
assignees.
•
Reported by – Specifies by whom the bug was reported.
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• CC – Specifies to whom a carbon copy of the mail notification is sent.
To edit a field:
1. Click the name of the field you want to change. The Edit Field screen
appears.
Figure 22: Edit Field Screen
The Edit Field Screen appears the following sections:
•
•
Set Field Properties— Contains the following fields which pertain to the specific
field:
•
Set Field Caption — Indicates the field name that is appeared on the Issue forms.
•
Set Default Value — Indicates the default value of the field. The default value
appears automatically when the user opens the New Issue screen.
•
Set Field Type— Indicates the type of field to be appeared. The possible values are
drop down list or text field
Set Dropdown List — Contains the fields used to assign the field values in a
drop down box. These fields include:
•
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Sort Values — Sorts the values in the field drop down box. The possible values are:
•
Alphabetic — Sorts the values alphabetically. This is the default value
•
Custom — Sorts the values as per the user request. The values can be sorted to
user preference using the Up and Down buttons.
e l e me n t o o l
User Guide Outline
•
Value List (Status and User Related Fields) — Contains a list of default values for
the field.
•
Edit Values – Contains options for creating a new field value. Some fields allow
new values to be assigned. New values can be assigned if
appears under Edit Values. This option is not available for all fields. For more
information on creating new fields and field values see
Creating and Editing Field Values on page 34.
•
Set Access Permission — Contains the access permission per group for accessing
the field. These values include:
•
Read Only – Access is read only to the selected group members. The group member
can see the field value but cannot make changes.
•
Full Access – Access is permitted to the selected group members. The field value
can be entered by the group member.
•
No Access – Access is denied to the selected group members, and the field does not
appear.
3. Click
. The fields are updated and Edit Issue form appears.
Creating and Editing Field Values
Field Names and Values for drop down boxes can be added to the New Issue
form.
To create fields and field values for drop down boxes:
1. Appear the Edit Issue form (see Figure 21).
2. Click optional. The Edit Field screen opens. The Set Dropdown List section of
the form has an additional option, Add.
Figure 23: Set Dropdown Options
3. Enter a field name in Add Field.
34
e l e me n t o o l
User Guide Outline
4. Click
. The new field values appear in the Value List.
5. Repeat the process if necessary.
6. Click
. The fields are updated and the Edit Issue form appears.
Only the Status and user related fields can be edited.
To edit a field:
Only field values for the status field can be edited. It does not appear for other
field values.
1. Click the field in the Edit Issue form whose values you want to change.
2. Click
of the Set Dropdown List. The type of form that appears
depends on the value selected. For a complete selection of the forms
which appear, refer to Appendix B, Editing Forms on page 49.
3. Define the fields.
4. Click
. The database is updated and the following confirmation
message appears.
! Note: Fields cannot be deleted. However, the No Access setting can be applied to a field.
If a field is defined as No Access, it is not displayed.
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Download Database
The database is downloadable for backup on your computer or system.
To download the database:
1. Click
in the Edit Account screen. The Download
Database screen appears.
Figure 24:Download Database Screen
2. Click Click Here. A File Download dialog box appears.
Figure 25:File Download Dialog Box
3. Open the file from the current location. The file is opened in MS Access.
Or
Save the file to disk. A Browse dialog box opens. Choose a directory and
save the file.
The database contains a copy of the Account Issued List and is presented to the
customer in Microsoft Access format.
36
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User Guide Outline
Empty Trash
Trash contains issues that have been stored and are no longer needed. Only
issues placed in the trash bin are deleted. The administrator should send the
issues to be deleted to the trash. Once the Trash is deleted, it cannot be retrieved.
To empty the trash:
•
Click
appeared.
in the Edit Account Screen. The following confirmation
Figure 26: Empty Trash Confirmation Message
37
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User Guide Outline
EDIT USER PROFILES
User profiles can be edited.
To edit a User Profile:
•
Click
form appears.
from the administrator options. The Edit User Profiles
Figure 27: Edit User Profile Window
The Edit User Profile is divided into two parts:
•
Add New User — Contains information for adding a new user and contains the
following fields.
•
Enter User Name — Defines a new User Name. Each name assigned should be
unique.
•
Selected Group — Specifies the group to which the new user belongs.
•
Enter E-mail — Specifies the new user’s E-mail address.
•
Enter Password — Specifies the new user’s password.
•
Confirm Password — Confirms the password entered in the Enter Password field.
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e l e me n t o o l
User Guide Outline
•
Edit User List — Contains information for editing or removing current account
member information.
•
User Name— Identifies an existing user.
•
Group — Specifies the group to which an existing user belongs.
•
User Email — Specifies the user’s E-mail address.
•
New Password — Contains the user specific password.
•
Confirm Password — Confirms the password entered in the Confirm Password
field.
To add a new user
2. Click
. The new user is added to the botom of the Edit User List.
To edit a user name
1. Click on the field to be corrected and change the field information.
2. Click
at the end of the line of the user’s name you want to change.
To delete a user:
•
39
Click
at the end of the line of the user’s name you want to delete. The
name is deleted from the list.
e l e me n t o o l
User Guide Outline
SUPPORT FORMS
Elementool provides SupportManager. SupportManager tracks, saves, and manages
customer support calls directly from your company’s web site. SupportManager
prevents issues from being lost or forgotten by directly storing technical support
inquiries in your database. Customers can be sent replies directly from the
elementool web site. Customer replies can also be tracked and saved using
SupportManager. This chapter contains the following sections:
•
Creating Support Forms — Provides information about writing HTML code for
SupportManger.
•
Defining Group Members — Provides information about editing Support Forms.
Creating Support Forms
Before beginning to track customer calls with SupportManager, a support form
must be implemented into your company’s website using HTML code.
To create HTML code:
1. Click
. The Edit Support Form Screen is appeared.
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The Edit Support Form appears the following standard fields:
•
Enter user name — Specifies the name of the person who reported the issue.
•
Enter user e-mail — Specifies the email address person who reported the issue.
•
Product — Specifies the product name.
Note: Additional custom fields that were previously created may appear. To add new
!
fields, refer to Edit Issue Form on page 32.
•
Enter confirm page URL — Specifies the URL of the page that appears after the
customer submits a support call.
•
Edit Auto Reply — Specifies the email address to where the notifications are
sent. Auto reply messages notify the customer that a new issue was reported via
the SupportManager.
•
Enter your customized auto reply message — Specifies the confirmation
message sent to the issue’s submitter by email.
3. Click
. The Support Form Template form appears.
The Support Form Template contains the HTML code to be inserted into your
company website. The HTML codes creates
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User Guide Outline
4. Click
. The HTML code in the form is highlighted.
5. Copy the HTML code from the Support Form Template form.
6. Open your website’s feedback page’s source code.
7. Paste the code into your website’s feedback page.
! Note: The HTML code must not be changed. Paste into the source page as is.
8. Save the source page.
9. Refresh the Feedback page. The changes are reflected in the Feedback
page.
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Defining Group Members
Only Admin and Support group members can access and use the elementool
SupportManager. Support group members can open and edit support calls and are
allowed to send replies to the customers using the elementool SupportManager.
To define Technical Support Group members:
1. Login to Elementool as Admin.
2. Open the Edit user profiles page and add new members. When adding the
new members, define their group name as Support.
Logging Out
Logging out terminates the user session and cancels the automatic login
, the
settings. If the user closes the browser and does not click
session is automatically terminated by the server after 60 minutes. However,
the automatic login is not canceled.
To log out:
•
Click
. You are logout of Elementool.
Quick View
Each email notification sent to a user (assigned to, reported by, CC and
support manager notification) contains a URL. The URL opens the View Issue
form with the issue specific details. The user submits their login information
in order to view this issue. If the user uses the automatic login, they are not
required to type their login information, and the View Issue form displays
automatically.
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APPENDIX A CONFIGURATION FIELDS
This appendix contains a list of all the configuration fields and their definitions.
It is meant to be a “at a glance” source of information for the user.
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Table 2: Configuration Fields
! Note: Fields names with the word Admin indicate that the field can be configured
by administers only.
Fie ld N a me
Account Name
Admin E-mail Address
D e s c r i p ti o n
Specifies the user defined account name.
Specifies the administrator’ s email address. Account
information, update notifications, and information about
new features are sent to this email address.
Admin First Name
Specifies the administrator’s first name.
Admin Last Name
Specifies the administrator’ s last name.
Admin Login Name
The user defined administrator name. The administrator
has access to the editing options {Is this correct}
Admin Password
The user defined administration password. The Admin
Password permits the administrator access to all options.
Alphabetic
Sorts the values alphabetically. This is the default value
Assigned to
Specifies to whom the bug is assigned from a predefined
list of assignees.
Change
Specifies the change that was implemented.
Choose Account Name
The user defined account name. The account name is
used to identify to which company or user group the user
belongs {Is this correct}.
Close Issue
Indicates that the user is allowed to c lose issues in the
Permissions Index.
Company Name
Indicates the Company Name.
Company Website
Specifies the company URL for which the account is being
opened. This information is important when working with
the support form.
Country
Specifies the country where the company is located.
Custom
Sorts the values as per the user request. The values
can be sorted to user preference.
Date
Specifies the date the issue was viewed.
Description
Specifies the user-defined description of the bug.
Edit Account
Indicates that the user is allowed to edit the Elementool
account.
Edit Auto Reply
45
Specifies the email address to which support calls are sent.
e l e me n t o o l
User Guide Outline
Fie ld N a me
Edit Values
Contains options for creating a new field value. Some
fields allow new values to be assigned.
Enter confirm page URL
Specifies the URL of the page that appears after the
customer submits a support call.
Enter user e-mail
Specifies the email address.
Enter user name
Indicates the user name
Field Name
Specifies what fields were changed if any.
Fixed by
Specifies who fixed the bug.
Fixed in version
Specifies in what version number the bug was fixed.
Frequency
Indicates the frequency in which the bug occurs. The
possible values are:
•
•
•
•
Always – The bug always occurs when the process
describes in the Steps to reproduce field are
preformed.
Sometimes – The bug sometimes occurs when the
process describes in the Steps to reproduce field are
preformed.
Often – The bug often occurs when the process
describes in the Steps to reproduce field are
preformed.
Random – The bug occurs randomly when the
process.
Password
Specifies the user password.
Product
Specifies the product name.
Remarks
Provides a text entry form for remarks and comments to be
entered regarding the bug.
Reply to Call
Indicates that the user is allowed to reply to support calls.
Retype Admin Password
The user defined administration password. The password
in re-entered to ensure the original password was entered
correctly.
Set Access Permission
Contains the access permission per group for accessing
the field. These values include:
•
•
Read Only – Access is read only to the selected
group members. The group member can see the field
value but cannot make changes.
Full Access – Access is permitted to the selected
group members. The field value can be entered by the
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User Guide Outline
Fie ld N a me
group member.
•
Set Default Value
No Access – Access is denied to the selected
group members, and the field does not appear.
Indicates the default value of the field. The default appears
automatically when the user opens the New Issue screen.
Set Field Caption
Specifies the caption to be displayed on the forms.
Set Priority
A priority classification of a software error is based on the
importance and urgency of resolving the error. The priority
classifications are as follows:
•
•
•
•
Severity
Immediate — The bug needs to be resolved
immediately.
High — This bug needs to be resolved as soon as
possible in the normal course of development activity,
before the software is released.
Medium — This bug should be repaired after all
serious bugs have been fixed.
Low – It can be resolved in a future major system
revision or not be resolved at all.
A severity classification of a software error is based on the
degree that the error impacted the system’ s operation.
The severity classifications are as follows:
•
•
•
•
Sort Values
47
Critical – The bug causes a failure of the complete
software system, subsystem or a program within the
system.
High – The bug does not cause a failure, but causes
the system to produce incorrect, incomplete,
inconsistent results or impairs the system usability.
Medium – The bug does not cause a failure, does not
impair usability, and does not interfere in the fluent
work of the system and programs.
Low – The bug is an aesthetic, is an enhancement or
is a result of non-conformance to a standard.
Sorts the values in the field drop down box.
e l e me n t o o l
User Guide Outline
Fie ld N a me
Status
Indicates the issue’ s status. The possible values
are:
•
•
•
Open Call – A support call is currently open. This is
the default setting for support calls that are entered
into the system.
In Process – A support call is being handled and will
be resolved in the future.
•
Closed – The bug is closed.
•
Closed Call – The technical support call is closed.
•
Duplicates – The bug was duplicated.
•
Enhancement –The issue is not a bug but an
enhancement to a feature that already exists.
•
Feature – The issue is not a bug, but a new feature.
•
Fixed - The bug is fixed, but not closed.
•
Steps to Reproduce
Open bug – The bug is currently open. This is the
default setting for bugs that are entered into the
system.
Implemented – Closes issues that are enhancements
of features.
•
Not a Bug – The issue is not a bug.
•
Not Reproducible - The bug could not be duplicated.
Appears the steps that need to be reproduced in order to
recreate the bug.
Submit New Issue
Indicates that the user is allowed to submit new issues.
Submitted
Specifies who submitted the bug.
Time
Specifies the time the issue was reported.
Title
Specifies the user-defined name of the bug being
defined. This field can be a maximum of one line long
and should summarize the type of bug.
Update Issue
Indicates that the user is allowed to update new issues.
User Name
Indicates the name of the user.
Value List
Contains a list of default values for the field.
Version
Indicates the product version number.
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APPENDIX B EDIT FIELD FORMS
This appendix contains a list of all the additional editing field forms for drop
down box items that may appear. The type of editing form depends on the field
that was selected.
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User Guide Outline
The table contains the field, the edit form for that field, a description of the fields
for that field.
Table 3: Editing Fields Forms
Fie ld N a me
For m
Edit Status Field
F i e l d s Ap p e a r e d
The Edit Status Field Table contains
the following columns:
•
•
•
•
•
•
•
Value Name — Specifies the
value name. The value name can
be changed.
Admin — Specifies if the
Administrator has access to this
value.
Team Leader— Specifies if Team
Leader has access to this value.
R&D— Specifies if the R&D has
access to this value.
QA— Specifies if QA has access
to this value.
Support— Specifies if the
Technical Support has access to
this value.
Guest— Specifies if the guests
have access to this value.
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Fie ld N a me
For m
Edit User Profile
The Edit User Profile form contains the
following columns:
•
•
•
Enter User Name — Defines the
User Name.
Enter E-mail — Specifies the new
users E-mail address.
Select Group — Specifies the
group to which the new user
belongs.
The bottom section of the form is used
to delete and update information about
users using
and
buttons .
The Permission Index appears which
groups have access to what functions.
The possible values are:
•
+ — Indicates the group has
access to this function.
•
- — Indicates the group is denied
access to this function.
These issues functions include:
•
The fields that appear in the Permission Index are set by default when
the account is opened. The administrator can edit the fields, therefore
the instructions and fields below may vary or additional fields may
appear.
•
•
•
•
•
51
Submit New Issue —Indicates
that the user is allowed to submit
new issues.
Update Issue — Indicates that
the user is allowed to update new
issues.
Close Issue — Indicates that the
user is allowed to close issues.
Set Priority — Indicates that the
user is allowed to set priorities for
issues.
Reply to Call — Indicates that the
user is allowed to reply to support
calls.
Edit Account — Indicates that
the user is allowed to edit and
customize the Elementool account
settings.
e l e me n t o o l
User Guide Outline
Fie ld N a me
For m
Simple Edit Field
Form
This edit form allows text area fields to
be modified. The Edit Field form
contains the following fields:
•
•
•
Set Field Caption —Indicates the
field name to be edited.
Set Default Value — Indicates
the default value of the field. The
default value appears
automatically when the user
opens the New Issue screen.
Set Field Size – Enables the
admin to set the height and width
of the text-area fields.
Contains the access permission per
group for accessing the field. These
values include:
•
•
•
Read Only – Access is read only
to the selected group members.
The group member can see the
field value but cannot make
changes.
Full Access – Access is
permitted to the selected group
members. The field value can be
entered by the group member.
No Access – Access is denied to
the selected group members, and
the field does not appear
52

Elementool Online User Guide

Transcription

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