Copyright: ITC Help was written by Tom Scott


Contents
 Issue Tracking and Control Help Contents

The Contents lists Help topics available for Issue Tracking and Control.  Use the scroll bar to see entries not currently visible in the Help window.  To learn how to use Help, press F1 or choose Using Help from the Help menu for quick instructions, click on this green HELP.

Using the System	Administration & Setup

The Main Menu  	How to Use the System

Issues 	Company

Reports 	Users

Products

I Am Out	Code Files

Personal Calendar	Group Information

Reassign My Roles	Group Membership

User Preferences	Escalation Manager

Security

Maintenance

Common Elements	Product Support


The Main Menu
 The Main Issue Tracking and Control Menu

The main Issue Tracking and Control Menu is always the starting point for work with the application.  All Issue Tracking and Control activities can always return to the Main Menu, or you may completely exit back to Windows from any individual activity.  You may also go directly to any other ITC activity by right mouse clicking on the menu bar.

The Main Menu also displays system notices.  These announcements can be used by the system administrator as a kind of bulletin board to advise users of any late breaking news.  The most recent notice will always be displayed first, however, you may access previous day’s messages by clicking on the tabs on the screen.

Notices may be printed by clicking on the Print Icon.  The Print icon will send a copy of the currently displayed notice to your default printer.  To print a different notice, select the desired notice tab.

Function Buttons

Along the bottom of the screen is a row of ‘Function Buttons’.  These allow you to access the different parts of the system.  If your security allows you to perform a function, this button will be ‘enabled’, and the title will display in black letters.  If your security does not allow you to perform a function, this button will be disabled, and the title will display in gray letters.

For any enabled function, clicking on the button, or depressing the ALT key along with the underlined letter, will select that function.  An enabled function may be ‘update’, which will allow you to add, modify and delete within that function, or ‘read-only’, which will allow you to view information in that function.

For more information about the main menu position the cursor over the desired area and click.  When you point to an area that contains more information (called a jump), the pointer changes to a hand shape.  The main menu has 2 major parts:

The menu bar:

The Activity Buttons:


 How to Use the System

Issue Tracking and Control may be used to support as many or as few products as desired.  To achieve maximum benefit from Issue Tracking and Control all of the activities should be utilized.  Below is a flow chart of Issue Tracking and Control activities, and their dependencies.  For further details on any activity highlighted in green, click on the activity name.

For a different view of the system, refer to the Executive Summary or Functional Overview

First:

Before proceeding with Issue Tracking and Control, you must first enter information about your Company and employees.  You should also enter information about any external companies whose products you wish to track, or any external users who may inquire about issues related to your internal products.

Company	Required for all activities.

Users	Required for all activities.

Second:

Once the companies and users have been defined, you should identify all the products you plan to track using Issue Tracking and Control.

Products	Required for logging issues

Third:

You are now ready to log issues against any or all of the defined products.

Issues 	Log new issues or lookup existing issues.

Provides extensive searching features for locating

similar, prior issues.

The Issue Tracking and Control comes with a number of predefined code files, but you may wish to fine tune these files to better address your company’s methods of business.

Code Files	Modify the way the Issue Tracking and Control works to fit

your company’s needs.

Fourth:

Escalation Manager	Makes sure all issues are addressed in a timely manner.

Reports	All reports may be written to a disk file, displayed

on the terminal, or directed to a printer.  Report content is based

on data from other Issue Tracking and Control activities.

Report parameters may be changed at run time.


System Security
 Security

The Issue Tracking and Control security is based on Users, passwords, security groups and the functions which a security group is permitted to perform.

Users

Every person who uses the Issue Tracking and Control has a user identifier (user id) assigned to him/her.  The user id can contain up to twelve letters or numbers.

Password

Associated with each user id is a password.  The password can contain up to twelve letters or numbers.  Passwords will not display when entered on the screen, rather, an asterisk (*) will display for each character instead.  Passwords should be changed regularly, to ensure security.  When changing passwords, the user is requested to enter the new password twice, to prevent typographical errors.

Password Length

If the organization has a prescribed password length, it can be entered by entered by bringing up the file menu and choosing Administration - Configurations - System Options.  On the General tab of the System Options screen, the password length can be entered in the Minimum Password Length field.

Security groups

All users are placed together in logical groupings of people who perform the same functions, known as security groups. For example, a security group called CSR can be set up, which will allow a user the basic issue logging and searching functions.  Another security group can be set up for CSR Supervisors, which will allow all the standard CSR functions, plus modifications to the user profiles and Products areas.

Functions

All system functionality can be broken down into smaller units of work, or functions.  Each user group has the option to perform these functions, or not.  At this time, the defined functions are:

Originate Issues

If All Access, that group may originate new issues and Reopen closed issues.

If Update Access, that group may originate new issues.

If Read Only Access, that group may NOT originate new issues.

Assign Issues

If All Access, that group may Assign existing issues to different users.

If Update Access, that group may NOT Assign existing issues to different users.

If Read Only Access, that group may NOT Assign existing issues to different users.

Resolve Issues

If Update Access, that group may Resolve or Close an existing issues.

If Read Only Access, that group may NOT Resolve or Close existing issues.

If all three of Originate, Assign, and Resolve Issues are set to NO Access, then that Security group may NOT use the Issue function at all.

Modify Issue Notifications

If Update Access, that group may change existing notifications on an issue.

If Read Only or No Access, that group may NOT change existing notifications, other than their own.

The OWNER or CO OWNER of a Product or Company has ALL rights to issues pertaining to their respective Products or Companies.  They may assign, complete, reopen and change existing notifications for any issue assigned to their product or company.

Administrative Reports

If Update or All Access, that group may make changes to any Administrative reports.

If Read Only Access, that group may only view any Administrative reports.

If No Access, that group may NOT view any Administrative reports.

Report Processing

If Update or All Access, that group may make changes to any non-Administrative reports.

If Read Only Access, that group may only view any non-Administrative reports.

If No Access, that group may NOT view any non-Administrative reports.

Security Administration

If Update or All Access, that group may make changes to Group Information, Security, and User Information.

If Read Only Access, that group may only view Group Information, Security, and User Information.

If No Access, that group may NOT use Group Information, Security, and User Information.

Product Maintenance

If All Access, that group may make changes to Product and Group Membership or create new products/areas.

If Update Access, that group may make changes to Product and Group Membership for which they are the OWNER or CO OWNER.

If Read Only Access, that group may only view Product and Group Membership.

If No Access, that group may NOT use the Product and Group Membership functions.

System Administration

If All Access, that group may make changes to Company Code Files, the Escalation Manager, Group Information, Group Membership, Security, and User Information.

All Access for this group provide access to all features of the system.

If Update Access, that group has rights similar to Product Maintenance Update.

If Read Only Access, that group may only view Company Code Files, the Escalation Manager, Group Information, Group Membership, Security, and User Information.

If No Access, that group may NOT use the Company Code Files, the Escalation Manager, Group Information, Group Membership, Security, or User Information.

Adjust Notifications

If Update or All Access for a security group, that group can add, modify or delete notification records.

If Read Only Access, that group may only view notification records.

If No Access, group can not modify, add or view notification records.


 Executive Summary

Industry Needs

Tracking All Problems and Issues and Their Resolution are Critical to Successful Organizational and Client Management

Issues presented to your organization as problems, issues, questions, and requests for special consideration are constantly being generated by your staff, your customers, and your prospects.  Many of these Issues are responded to immediately, others may require the involvement of additional personnel in your organization, other units within your company, or even outside vendors. And, some of these Issues may require multiple people and multiple organizations to respond to the issue.

Issue closure has become increasingly complex as organizations have become larger; often geographical dispersed over multiple states or countries.  Additional complexity has been created because many financial organizations have bundled multiple services into a single product offering

Until now, there has not been an integrated solution which would enable organizations to:

Major Features

•	Log and Track all Issues from Inception to Resolution Across Multiple Products.

•	Automatically Assign Problems to the Appropriate Business Unit, Vendor, or Employee.

•	Escalate Problems Based on Service Level Agreements.

•	Interface with E-Mail, System Schedulers, FAX, &  Pagers.

•	Provide Management Reports Oriented Towards Managing Client Relationships, Vendors, and Business Units.

ITC represents a quantum leap in problem tracking, communications management, and resolution automation.  It is the only product currently available based on the concept of capturing all issues and communication at the source.

By design, ITC is a background application resident on everyone’s desktop.  A mere click on one’s Window’s toolbar enables any employee to route an Issue throughout the organization or log communication with a client or vendor.  ITC is better than E-Mail because it keeps track of the resolution of each Issue and builds a knowledge base which can be applied to other issues.  Issue Logs can be analyzed to identify trends and systemic problems.

Major features of ITC, which deliver benefits for your organization, include:

Major Advantages

•	Bulletin Board Notices - ITC provides a central bulletin board where formal communication can be directed to your employees.  Systems Availability, Generic Problems, and Notices can be posted on ITC and automatically expired.

•	Issue Logging - Issues are logged immediately at the source from every desktop so there is no filling in forms, no FAX, no E-Mail, no lost time, and no misinterpretation of the need or issue.  At the initiator’s desktop, one can always monitor the progress on resolving their Issues.  And, ITC allows communications with vendors and clients to be logged for subsequent vendor, business unit, or client relationship management.

•	Automatic Assignment - Decentralizing the capture of issues requires that your issue tracking system have the intelligence to know your organization.  By product or services, ITC routes issues to the best available staff for resolution.  And, with the interface to scheduling systems, ITC knows when employees are in meetings, on vacation, or otherwise unavailable and routes Issues to backup personnel.

•	Powerful Search & Cross Reference Capability - The Search Engine in ITC allows any user to search by product, status, priority, customer, responsible party, or any combination of elements in the knowledge base ITC maintains.

•	Notification - ITC integrates easily with other applications in your institution.  Notification is sent to E-Mail systems, to FAX and Beepers.

•	Escalation Management - When Issues are logged, ITC understands your Service Level Agreements and can automatically escalate them if the assigned person is not responding timely.  With the E-Mail interface, when employees read their E-Mail, it will update the status as accepted.  If they delete E-Mail without the courtesy of reading it, it will be instantaneously escalated.  And of course, E-Mail will always be sent when ITC escalates something away from you or when your Issue is completed.

•	Flexible Architecture to Define Your Organization - ITC is parameter driven enabling each organization to install it to meet the unique needs of their business.  You control when things get escalated, who we FAX to, to whom ITC assigns tasks to, and much more.  You can begin using it for one product or project or all products and services you provide and those provided to you.

•	Integrates into Your Environment - While revolutionizing how you process Issues, ITC  fITC into your existing infrastructure.  With interfaces for E-Mail, Paging, and FAX capabilities, you can leverage your traditional communication media while capturing additional information and expediting resolutions.

•	Management Reporting  - ITC provides clear concise reports to management on trends, statuses, priorities, products, vendors, and groups.  Depending on how much information you add, you can even track performance of estimates and actual amounts for hours, dollars, and completion dates.  Some of the reports have “drill down” capabilities which provides you with successive levels of detail by merely clicking on your mouse.  These reports augment the powerful search capabilities of ITC.

•	Client Management - With ITC, you can add comments on communications with clients, and report across all areas, discussions and problems associated with that client.  It facilitates client management and increases the perception that relationship managers are totally aware of all issues with that client.  ITC positions them to be successful and provides management an internal score card.

•	Delivery System - Designed in the Microsoft Windows 95 operating environment, ITC is compatible with the most frequently used desktop computers in financial services today.  It is a LAN based, client-server application. The graphical user interface is easy to use, and, more importantly, intuitive to virtually every user.

Summary

In summary, ITC is more than a help desk system, it is the virtual Help Desk of the next millennium.  It re-engineers and automates the way you process exceptions and questions, and track routine communications.  It provides a knowledge base which can be applied to other Issues, provides management information for control and problem solving, and expedites resolution of issues.

For further information refer to the Functional Overview


 Functional Overview

ITC is a centralized repository for tracking all communications, issues, and problems with clients and internal business units.  ITC provides a complete battery of reports for managing customers, vendors, and internal departments as well as day- to- day operational reports.

Functional View

The diagram below highlights the end user functional view of ITC structure.  The technical view is included in the next section of this document.

System Security

Security Groups - Security within ITC is controlled by  security groups which defines the level of access an individual member of that group has relative to updating and retrieval of information controlled by ITC.

Security group classifications grant system access authorization to use the following ITC capabilities:

•	Originate Issues - Log a new Issue into ITC.

•	Assign Issues - Ability to assign subsequent phases in ITC to other employees or vendors.

•	Resolve Issues - Ability to approve an Issue when completed.

•	Reports - Standard reports to support routine operation of ITC.

•	Administrative Reports - Reports used to manage vendors, employees, and products.

•	Security - Setup and maintenance of users and appropriate security rights.

•	Product Maintenance - Definition and maintenance of tables for products and companies.

•	System Administration - Definition and maintenance of system level controls including cataloging of reports and controlling other system level tables.

Users

Users - A user is any person or company maintained in the ITC database.  Typically, they are employees of your company, but can also be contacts or departments at other organizations which provide service to your company.  In addition to basic information on address and location, ITC tracks information  including FAX numbers, E-Mail addresses, and corporate affiliations for notification purposes.

Notification Processing

Notification to Users - ITC automatically notifies users of critical events including when an Issue is assigned to them, when it is escalated away from them, or when and Issue that was created by them is completed.  Determination of how to notify them is based on the following rules:

ITC  User Notification Rules

ITC  User Password	E-Mail Address	Notification Form/Method

Yes	Yes	E-Mail - Short Form

Yes	No	FAX - Short Form

No	Yes	E-Mail - Long Form

No	No	FAX - Long Form

The Short Form recognizes that the user has access to ITC… and consequently only sends a brief description of the Issue.  The Long Form recognizes that the identified person is not an ITC… user and therefore communicates the entire Issue Log.  The Long Form is developed using Crystal Reports and can be customized by product to meet the specific needs of a given vendor.

Companies & Products

Companies - The company record contains basic information relative to address, FAX, E-Mail, and executive and internal contacts responsible for that company.

Products - Affiliated to each company, is one or more products or services provided by that company.  Again, there are responsible employees and product personnel who are associated with the product.  Examples of products could include Hardware, LAN, Correspondence, Trust Services, and Accounting System(s).

Product Areas & Sub-Areas - Within each product, there can be any number of Areas & Sub-Areas.  For example; within the product Hardware, there may be a grouping as follows:

Product:	Hardware

Areas:	        PC’s

Sub-Areas:	Monitors

Keyboards

Tape Drives

Product areas and Sub-Areas are maintained through the product screen and are displayed and ordered through a grid.  Each product area can have different responsible employees for that area which are automatically assigned new  Issues in that area by ITC.

Issue Processing

Issue Logs -  Issue Logs are used to capture information that is either manually added or pasted “blobs” (text files, spreadsheet, copy of another system’s screen, etc.)  which are stored in the Issue Log to describe the Issue to the appropriate staff or vendor.  Issue Logs are usually created for one of the following reasons:

•	Issues - Issues are usually questions and/or problems associated with a product or service that you provide or acquire from a vendor.

•	Prospect Request for Information - These are normally Inquires from outside of your organization for more information on your products or services.  It is often something that you want to route to the correct business unit, and then provide for subsequent follow-up, tracking, and performance reporting.

•	Correspondence Notes - Routine communication between you and your customers or vendors can be tracked in ITC.  Regardless of area, any of your employees can log communications between them and a customer or vendor.  This tracking provides your relationship manager with the total view of communications and issues associated with that  relationship.

Issue Structure

ITC…. Issue Concept - Issues in ITC… are structured into two primary components; an Issue Log Header which captures the basic information on the issue such as date opened, who opened it, what product or service it is logged against, and will automatically assign the Issue to the appropriate personnel based on ITC… knowledge of your organization..  Information which is captured at the opening of a new Issue Log can be defaulted, pasted from other applications, or completed easily from ITC…  drop down menus.

Associated with the Issue Log Header, are one or more phase records.  A phase record contains information on dates, who it was assigned to, and the specific comment on what was done toward the resolution of that Issue Log.  The display below identifies information in a spreadsheet type format of the particulars associated with each phase.  (Clicking the mouse on any phase will bring up any description text associated with that phase.)

Issue Logging on Every Desktop - ITC… was designed to be operational on every desktop within your organization.  Any employee could open an Issue, which will be routed to the assigned person or could log notes on any customer communication.

Routing and Escalation - Based on ITC… knowledge of your organization, ITC… automatically determines who receives the Issue next based on who is listed as the assigned user in the product area.  And, if you have a centralized scheduling system, it can interrogate it to determine if you are unable to respond.   Once an employee is assigned, ITC… can also notify you by E-Mail or FAX.  If you do not respond within the allotted time designated in the Service Level Agreement, ITC… will escalate the problem as high in your organization as you define to ITC…  If you are notified by E-Mail, when you read E-Mail, ITC…  updates the Issue as it is accepted by you.  If the Issue is escalated, you will be also be notified.


Glossary

Term	Definition

APO	Average Passenger Occupancy
ACT	Association for Commuter Transportation
AVO	Average Vehicle Occupancy
AVR	Average Vehicle Ridership
CAAA	Clean Air Act Amendments of 1990
CSA	Commuter Services Administration
CTG	Commuter Trips Generated
CTR	Commuter Trips Reduced
DART	Delaware Administration of Regional Transit
DNREC	Department of Natural Resources and Environmental Control
DTA	Delaware Transportation Authority
DVRPC	Delaware Valley Regional Planning Commission
ECO	Employee Commute Option
EPA	Environmental Protection Agency
ERH	Emergency Ride Home
ETC	Employee Transportation Coordinator
FHWA	Federal Highway Administration
GIS	Geographical Information System
GRH	Guaranteed Ride Home
HOV	High Occupancy Vehicle
ISETA	Intermodel Surface Transportation Efficiency Act
MPO	Metropolitan Planing Organization
PPTN	Public Private Transportation Network
SIP	State Implementation Plan
SOV	Single occupancy Vehicle
TCM	Transportation Control Measure
TDM	Transportation Demand Management
TIP	Transportation Improvement Plan
TRO	Trip Reduction Plan
TMA	Transportation Management Association
TRO	Trip Reduction Plan
TSM	Transportation System Management
VMT	Vehicle Miles Traveled
VOR	Vehicle Occupancy Rate
WilDOT	Wilmington Department of Transportation
WILMAPCO	Wilmington Metropolitan Area Planning Coordinating Council


 Reports

The Reports activity provides access to all reports.  Report content is based on data from other Issue Tracking and Control activities.  Individual reports, noted in the 'Choosing a Report' section below, specify the required Issue Tracking and Control activities for each report.

Reports may be viewed on-line prior to printing.  Reports may also be directed to a disk file, sent to Email or Faxed.

Choosing a Report

Changing Report Parameters

Printing/Displaying a Report

Scheduling a Report

By default each report will be based on all of the products and all users, for all dates.  Some detailed reports, such as Work Load Report are based on the current user.

The current report parameters are displayed in an area labeled “Report will run with these parameters:”.  If you wish to modify these parameters, use the button “Change Report Parameters”.

The button “Change Report Parameters” controls the record selection criteria for each report.  When clicked, a parameter modification form will be displayed permitting you to modify the run parameters for the report.


 Choosing a Report

All possible reports are displayed in the report list box.  To select a report, use the arrow keys or mouse to position the cursor on the desired report.  If using the mouse, click the left mouse button to select the report.  Positioning on the report with the arrow keys will automatically select the report.

See also 	Alphabetical listing of Reports

Reports listed by type

List of Custom Reports

Printing/displaying a report

Changing Report Parameters


 Alphabetical Listing of Reports

		Areas by Product	Lists areas within a product and the owner.
		Company - Optional Information	Displays optional company information.
		Completed Issues	List of completed issues for a given period.
		Escalated Issues	List of issues in Escalation.
		Issues by Area / Sub Area	List of issues by Area and Sub Area.
		Issues by Product and Priority	List of Issues by Product and Priority within.
		Issues by Product and Status	List of Issues by Product and Status within.
		Issues by Rank Order and Status	List of Issues by Rank Order and Status.
		Issues by Source	List of issues by source.
		Issues Requiring Follow up	List of issues with a follow up date.
		Issues with Resolutions	Displays Issues by with good description and resolution by Product and Area.
		Issue Details by Area /  Sub Area	A journal of all phases for an Issue by Product and Area with  Custom Data.
		Issue Details by Source	A journal showing all phases and descriptions for a Issue by source.
		Issue Details	A journal showing all phases and descriptions for a Issue.
		Monthly Issue Analysis	Analysis of Issues day and product.
		New Issues	List of new issues for a given period.
		Performance Date Analysis	Analysis of Estimated Delivery versus Actual Delivery Date.
		Performance Report	Estimate and actual cost and time values and variances.
		Processed Events	List of processed events.
		Products by Company	List of products offered by a company.
		Products with Service Level Agreements	List of products with Service Level Agreements.
		Prospects	List of Prospects.
		Reports	List of reports available.
		Reports with parameters	List of reports available with the default parameters .
		Scheduled Events	List of scheduled events to be run.
		Scheduled Events by Recipient	List of scheduled events to be run by recipient
		Security	Reviews security level by group.
		Service Level Agreement Defaults	Displays service level agreement defaults.
		Service Level Agreement Rules	Displays service level agreement rules.
		Service Level Agreement by Area - Detail	Displays Issues with Service level agreement information by Area.
		Service Level Agreement by Area - Summary	Summarizes Issues with Service level agreement information by Area.
		Service Level Agreement by Rule - Detail	Displays Issues with Service level agreement information by Rule
		Service Level Agreement by Rule - Summary	Summarizes Issues with Service level agreement information by Rule.
		Trend Analysis by Area	Reviews trends of issues by Area.
		Trend Analysis by Priority and Rank	Reviews trends of issues by priority.
		Trend Analysis by Priority and Source	Reviews trends of issues by priority and source of issue..
		Trend Analysis by Priority	Reviews trends of issues by priority.
		Trend Analysis by Status and Rank	Reviews trends of issues by status.
		Trend Analysis by Status and Source	Reviews trends of issues by status and source of issue.
		Trend Analysis by Status	Reviews trends of issues by status.
		Trend Analysis by Type and Rank	Reviews trends of issues by type.
		Trend Analysis by Type and Source	Reviews trends of issues by type and source of issue.
		Trend Analysis by Type	Reviews trends of issues by type.
		Users by Company	List of users associated with a company.
		Workload by Department	Identifies Issues by Department.
		Workload by Rank	Identifies Issues by rank assigned to a user.
		Workload by User	Identifies Issues assigned to a user.
		Workload by User and Found by	Identifies Issues assigned to a user and the originating user.
		Year to Date Issue Analysis	Analysis of New, Completed, and Open Issues by month.


  Report List by Type

General		Areas by Product	List areas within a product and the owner.
		Company - Optional Information	Displays optional company information.
		Completed Issues	List of completed issues for a given period.
		Escalated Issues	List of issues in escalation.
		Issues by Area / Sub Area	List of issues by Area and Sub Area.
		Issues by Product and Priority	List of Issues by Product and priority within.
		Issues by Product and Status	List of Issues by Product and status within.
		Issues by Rank Order and Status	List of Issues by Rank Order and Status.
		Issues by Source	List of issues by source.
		Issues Requiring Follow up	List of issues with a follow up date.
		Issues with Resolutions	Displays Issues by with good description and resolution by Product and Area.
		Issue Details by Area / Sub Area	A journal of all phases for an Issue by Product and Area with  Custom Data.
		Issue Details by Source	A journal showing all phases and descriptions for a Issue by source.
		Issue Details	A journal showing all phases and descriptions for a Issue.
		New Issues	List of new issues for a given period.
		Performance Report	Estimate and actual cost and time values and variances.
		Processed Events	List of prodcessed events.
		Products by Company	List of products offered by a company.
		Products with Service Level Agreements	List of products with Service Level Agreements.
		Reports	List of reports available.
		Reports with parameters	List of reports available with the default parameters .
		Scheduled Events by Recipient	List of scheduled events to be run by recipient
		Service Level Agreement Defaults	Displays service level agreement defaults.
		Service Level Agreement Rules	Displays service level agreement rules.
		Workload by Department	Identifies Issues by Department assigned to a user.
		Workload by Rank	Identifies Issues by rank assigned to a user.
		Workload by User	Identifies Issues assigned to a user.
		Workload by User and Found by	Identifies Issues assigned to a user and the originating user.
Administrative		Monthly Issue Analysis	Analysis of Issues day and product.
		Performance Date Analysis	Analysis of Estimated Delivery versus Actual Delivery Date.
		Prospects	List of Prospects.
		Service Level Agreement by Area - Detail	Displays Issues with Service level agreement information by Area.
		Service Level Agreement by Area - Summary	Summarizes Issues with Service level agreement information by Area.
		Service Level Agreement by Rule - Detail	Displays Issues with Service level agreement information by Rule
		Service Level Agreement by Rule - Summary	Summarizes Issues with Service level agreement information by Rule.
		Trend Analysis by Area	Reviews trends of issues by Area.
		Trend Analysis by Priority and Rank	Reviews trends of issues by priority.
		Trend Analysis by Priority and Source	Reviews trends of issues by priority and source of issue.
		Trend Analysis by Priority	Reviews trends of issues by priority.
		Trend Analysis by Status and Rank	Reviews trends of issues by status.
		Trend Analysis by Status and Source	Reviews trends of issues by status and source of issue.
		Trend Analysis by Status	Reviews trends of issues by status.
		Trend Analysis by Type and Rank	Reviews trends of issues by type.
		Trend Analysis by Type and Source	Reviews trends of issues by type and source of issue.
		Trend Analysis by Type	Reviews trends of issues by type.
		Year to Date Issue Analysis	Analysis of New, Completed, and Open Issues by month.


 Changing Report Parameters

The current report parameters are displayed in an area labeled “Report will run with these parameters:” on the main Reports screen.  Clicking the button “Change Report Parameters” will display the “Report Parameter” screen.

The number of parameters available to be changed on this screen is determined by the number of default parameters defined for the report in the code file Report Parameters.

To modify a report parameter, select the desired report parameter tab.  The current settings for this parameter are displayed.  If the parameter is a list type such as Assigned User or Product, you may add items by highlighting them in the “All” list box and then clicking on the ‘Add>>” button or by double clicking on the desired item in the “All” list box.

To remove an item, highlight the desired item in the “Report on these” list box, then click on the “<<Remove” button or double click on the desired item in the “Report on these” list box.

The “Select All” button selects all items, regardless of how many items are currently selected.  If this button is clicked or all items are removed from the “Report on these” list box then the “Report on these” list box will display “All items”.

For any changes to take effect you must click on the “Accept” button.

After Accepting changes, click on the “Back” button to return to the main reports screen.  Any changes made to any report parameters will now be displayed in the “Report will run with these parameters:” area.

See also	Choosing a Report

Printing/displaying a report


 Printing/Displaying a Report

Reports may be displayed on-line, written to a file or printed to a printer.  To print/display a report choose the PRINT button.  The report will be sent to the selected print destination.

To change the print destination, select the desired display mode from the "Print Destination" list box.  By default the print destination is "Window".  Possible print destinations are:

Window	Displayed on-line

File	Written to a disk file

Printer	Sent to a printer

By default each report will be based on all of the products and all users, for all dates.  Some detailed reports, such as Work Load Report are based on the current user.

The current report parameters are displayed in an area labeled “Report will run with these parameters:”.  If you wish to modify these parameters, use the button “Change Report Parameters”.

See also	Choosing a Report

Changing Report Parameters


Displaying a Report
 Displaying a Report in a Window

If the print destination is "Window" the report will be displayed on-line.

To display the report, choose the PRINT button.

The report display will "pop up" on top of the current Issue Tracking and Control window.  As the report is being prepared, a window shows the number of records being read and sorted, and the percentage of the total that has already been processed.  For a discussion of the various Record Counter values, see Records Counter.  The arrow buttons at the top of the print window enable you to move backwards and forwards in your report. The buttons are activated only if you have a multi-page report. The action of those buttons, in order, is as follows:

Moves you to the first page of your report

Moves you to the previous page

Moves you to the next page

Moves you to the last page of your report

Closes out the Print Window

Previews the page to be printed

Sends your report to the printer

NOTE:  You can also use the keyboard to move around in the print window. Ctrl+Home moves you to the first page, Pg Up moves you to the previous page, Pg Dn moves you to the next page, Ctrl--End moves you to the last page, and Esc closes the print window.

NOTE: You can also use the scroll bars to move around individual pages of the report.

Print Preview

Crystal Reports enables you to preview your completed report before you print. The magnifying glass button is the print preview button. This button lets you see each page in its entirety, as it will print. This gives you the opportunity to evaluate the overall page look (balance, white space, highlights, etc.) When you Click this button, the program displays the page that's currently in the print window, reduced in size so the entire page fits in the print window at one time.

NOTE: The size of the preview page is directly proportional to the size of the print window. Thus, you can increase the size of the preview page by expanding the print window.

Once you are in the print preview mode, you can scroll through the report pages using the arrow buttons just as you can in the standard (non--preview) mode.

Printing to the printer

The printer button is always activated. You can use that button to send the report  to the printer to print a hard copy. Using the Print To Window option and this button together, you can first review your report on screen, and, if it's the way you want it, print it out.

To close the report display double click the control menu, in the upper left hand corner of the report display window.


 Record Counter

Whenever you print your report (to a preview window or to the printer), a record counter is displayed that gives you a "play--by--play" of what is going on. The counter includes the following counts:

Heading	Definition

Read	The number of records actually processed.

Selected	From the records processed, the number of records selected for inclusion in the report.

Total	The total number of records to be processed (estimated).

%	The number of records actually processed as a percentage of the total number of records to be processed.

Keep in mind the following when monitoring the Records Counter:

The default for Total is the start size of the database (in the case of single database reports) and an estimate of the total (in the case of multiple database reports).

The total value will typically increase when printing reports based on one--to--many links

The Total will typically decrease when printing reports based on a data base from which you deleted records but which you haven't yet packed the data base.


 Writing a Report to a File

If the print destination is "File", a file dialog box will be presented, requesting the path name of the desired output file.

If the specified file already exists, you will be prompted "OK to overwrite existing file".  YES will delete the existing file and open a new report output file in its place.  NO or CANCEL will return you to the file dialog box.

After selecting a valid report output file, the type of output file may be changed.  The default file output type is "Text Format".  Possible output file type choices are :

Comma Separated	Separates fields with commas, fields enclosed in quotes

DIF Format	Data Interchange Format, often used for transfer of data

Record Format	Outputs every record with fixed field widths

Tab Separated	Separates fields with tabs, fields enclosed in quotes

Tab Separated Text	ASCII format, Separates fields with tabs

Text Format	ASCII format, looks most like the printed page

To write the report to the specified file, choose the PRINT button.


 Creating Graphs

Any report can be used to export data to Excel for graphing.  Use the print destination "File", providing the requested path name and desired output file.  Importing the file into Excel and then creating the graphs to meet your criteria.


Printing a Report
 Printing a Report to a Printer

To send the report to a printer, choose the PRINT button.

The report will be picked up by the Print Manager and directed to your current default printer.

The Print Manager is a Windows application that manages printing. When you print a document from a Windows application, the application passes the printer, font, and file information for the document to Print Manager. Print Manager then controls the printing of your document while you continue working with your other Windows applications. If errors occur while printing, Print Manager notifies you of the problem.  Using Print Manager, you can print your documents on a local or network printer. A local printer is connected directly to your computer. If you are using a network, you can connect to a network printer and then print your documents there. In addition, you can view network printer information for any network print queue you specify.  You can print several documents at the same time or in succession. Each document you print is first placed in the print queue, a list displaying information about documents sent to the printer. You can use the queue to view printing information or to change the type of information displayed and the order in which your documents are printed.

To learn more about the Print Manager, select Print Manager from your Main Windows window.


 Workload by User

Purpose

This report is intended to be used to see all Issues assigned a User.  The inclusion of estimated time allows the user to estimate the total time required to complete the current assignment.

Parameters	Default

Assigned User	Current User

Found Date	All

Priority	All

Product	All

Rank 	All

Status	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Assigned User.

Issues are grouped by Priority.

No additional sorts.

The total count of Issues and total of estimated time is reported by priority and by user.

Data Reported

Issue 	Assigned User

Priority

ID #

Summary Description

Product

Type Short Description

Status Short Description

Rank Order Short Description

Date Found

Date Assigned

Date Due

Related Issue

Estimated Time for Current Phase


 Workload by Rank

Purpose

This report is intended to be used to see all Issues within a rank.  The inclusion of estimated time allows the user to estimate the total time required to complete the current workload.

Parameters	Default

Area	All

Assigned User	All

Found Date	All

Priority 	All

Product	All

Rank	All

Status	All

Type	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Rank

Issues are grouped by Priority and Date Found.

No additional sorts.

The total count of Issues and total of estimated time is reported by priority and by rank.

Data Reported

Issue 	ID

Summary Description

Product

Type

Status

Rank

Date Found

Date Assigned

Date Due

Related Issue

Estimated Time for Current Phase


 Trend Analysis by Status and Rank

Purpose

A management report summarizing trends of issues by status, rank and month. Report shows the current status of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Rank	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by Rank, Year and Status

No additional sorts.

The count of Issues is displayed by status and month.

Data Reported

Product	Name

Issue 	Date Found

Status	Short Description


 Trend Analysis by Area

Purpose

A management report summarizing trends of issues by area and month.

Parameters	Default

Company	All

Found Date	All

Product	All

Affiliated Company 	All

Rank Order 	All

Type 	All

Status	All

Priority 	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by Year and Area.

No additional sorts.

The count of Issues is displayed by Area and month.

Data Reported

Product	Name

Issue 	Date Found

Area	Description


Trend Analysis by Area
 Trend Analysis by Status and Rank

Purpose

A management report summarizing trends of issues by status, rank and month. Report shows the current status of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Rank	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by Rank, Year and Status

No additional sorts.

The count of Issues is displayed by status and month.

Data Reported

Product	Name

Issue 	Date Found

Status	Short Description


 Trend Analysis by Status and Source

Purpose

A management report summarizing trends of issues by status, rank and month. Report shows the current status of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by Company, Year and Status

No additional sorts.

The count of Issues is displayed by status and month.

Data Reported

Product	Name

Issue 	Date Found

Status	Short Description


 Trend Analysis by Status

Purpose

A management report summarizing trends of issues by status and month. Report shows the current status of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Type 	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by year and status.

No additional sorts.

The count of Issues is displayed by status and month.

Data Reported

Product	Name

Issue 	Date Found

Status	Short Description


Trend Analysis by Status - Graph

Purpose

A management report graphically summarizing trends of issues by status and month. Report shows the current status of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by year and status.

No additional sorts.

The count of Issues is displayed by status and month.

Data Reported

Product	Name

Issue 	Date Found

Status	Short Description


 Products by Company

Purpose

Provides product information for products offered by a company.

Parameters	Default

Company	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break by Company.

No additional groupings.

Sorts Companies by name and Products by name within.

No totals.

Data Reported

Company	Name

Address

Phone

Email Address

Fax Number

Product	Name

Current Version

Date of Current Version

Owner Name


 Company - Optional Information

Purpose

Displays the optional Company information.

Parameters	Default

Company	All

Page Break - Groupings - Sorts - Totals

Page break by Company.

No additional groupings.

No sorts.

No totals.

Data Reported

Company 	Name 	Department 	Department Name

Address 	Owner Name

Phone	Co -Owner Name

Fax Number 	Display Order

Email Address

Company ID

Executive Contact 	Descriptive Data 	Descriptive Headings

Relationship Manager	Descriptive Data

Responsible Employees

Contact Persons

Tab 4 	Tab 4 Headings 	Tab 5 	Comment Date

Tab 4 Items 	Comment Data

Date Last Modified 	Date Last Modified

Modified by 	Modified by

Info 	Heading

Memo


 Areas by Product

Purpose

Report provides information about the product, the areas and owners and the sub areas within.

The area owner is the default Assigned User for Issue assignment.

Parameters	Default

Company	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break by Product.

No additional groupings.

Sorts Companies by name and Products by name within. Areas and Sub Areas are sorted by display order.

No totals.

Data Reported

Company	Name

Address

Phone

Email Address

Fax Number

Product 	Name

Current Version

Date of Current Version

Owner Name

Backup Name

Sales Contact

Vendor Contact

Secondary Contact

Area	Name

Owner Name

Backup Owner Name

Default Priority

Default Type

Default Rank Order

Default Status

Sub Area 	Name


 Performance Report

Purpose

Provides detail information for a Issue that shows the estimate and actual cost and time values and the variance.

Parameters	Default

Area	All

Assigned User	Current User

Company	All

Department	All

Found Date	All

Product	All

Rank Order	All

Type	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

No specified page break.

No specified groupings.

Issues are sorted by ID number.

Totals are provided for Estimated Cost, Actual Cost, Estimated Time, Actual Time, Time Deviation by Issue.  A Grand Total is also provided for the same data.

Data Reported

Issue	ID	Summary Description

Date Found 	Date Closed

Product Name	Area

Sub-Area	External #

Related Issue 	Scheduled Rev

Priority Short Description 	Rank Order Short Description

Type Short Description 	Assigned User ID

Status Short Description 	Accept Date

Estimated Date	Delivery Date

Estimated Cost 	Actual Cost

Estimated Time 	Actual Time

Time Deviation


 Escalated Issues

Purpose

List of Issues that have been escalated.  This is determined when the Call Phase Status is greater than 0.  The status of 1 is set when time has been exceeded. The status of 2 is set when notification has been ignored. The status of 3 is set when the notification has not occurred. The status of 4 is set when there is a remote notification failure.

Parameters	Default

Assigned User	All

Company	All

Escalated Date	All

Product 	All

Area	All

Type	All

Rank Order 	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are reported by assigned user.

Issues are sorted by Assigned user, Product and staus.

A total count of issues is provided by assigned user.

Data Reported

Issue	Assigned User Name

ID #

Issue Summary Description

Product Name

Priority Short Description

Type Short Description

Rank Short Description

Status Short Description

Escalation Date

Reason for Escalation


 New Issues

Purpose

Lists by product, all Issues that were opened for a date range and shows current information relative to them.

Parameters	Default

Assigned User	All

Affiliated Company	All

Found Date	All

Product	All

Rank 	All

Status	All

Type	All

Work Group	All

Priority 	All

Reported Rev	All

Company 	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Product, Issue ID within.

Issues are sorted display order.

The total count of Issues is reported by Product.

Data Reported

Product	Name

Issue	ID

Summary Description

Assigned User Name

Priority Short Description

Status Short Description

Found by User

Date Last Modified

Rank Order Short Description

Type Short Description

Date Logged


 Completed Issues

Purpose

List of completed issues for a given period.

Parameters	Default

Area 	All

Company	All

Completed Date	All

Found Date	All

Product	All

Work Group	All

Rank Order	All

Type	All

Priority	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Product, Issue ID, Issue Phase within.

Issues are sorted by status display order.

The total count of Issues is reported by Product.

Data Reported

Product	Name

Issue	ID #

External ID #

Summary Description

Found by User Name

Priority Short Description

Type Short Description

Rank Short Description

Actual Delivery Date

Date Completed


 Monthly Issue Analysis

Purpose

Provides a summary by Product for each Area of the number of issues logged by day during a month.   A percentage of calls received and completed on the same day is also provided.

Parameters	Default

Found Date	All

Product	All

Rank Order	All

Type	All

Company 	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break by Month

Summarized by Product.

No additional sorts.

The total count of issues for each product and month is reported.

Data Reported

Count of:	Issues by day per area.

Percent of Product

Percent of Month

Percent completed same day.


 Year to Date Issue Analysis

Purpose

Provides a summary of counts for Open Issues at the beginning of each month, New Issues, Completed Issues and Open Issues at the end of each month.   A  count of open issues for the current period is also provided by Status.

Parameters	Default

Company	All

Department	All

Found Date 	All

Product	All

Work Group	All

Rank Order	All

Type	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break by Product.

No additional groupings.

No additional sorts.

The total count of issues for each month is reported.

Data Reported

Count of:	Issues at beginning of period

New Issues

Completed Issues.

Issues at end of period.

Breakdown of Issues by Status at the end of the period.


 Security

Purpose

Provides a chart to display Security Function and Security Group and the corresponding access level to easily review group security.

Parameters	Default

None

Page Break - Groupings - Sorts - Totals

No page break specified.

No additional groupings.

No additional sorts.

No totals.

Data Reported

Security Function	Short Description

Security Group	Short Description

Access Level


Service Request

Purpose

A fax format for submitting a service request.  This form is used by the escalation manager when it determines that the assigned user requires notification by fax.

Parameters	Default

None

Page Break - Groupings - Sorts - Totals

None

Data Reported

Registered Company

Print Date

Found User Name

Found User .Business Phone

Product Customer Service User Name

Product Current Version

Product Name

Custom Headings

Custom Data Fields

Issue Descriptions

Assigned User Name

Issue ID


 Reports

Purpose

List of currently supported reports.  Standard reports are those distributed with ITC.   Custom reports can be supported or unsupported.  Supported Custom Reports are developed and supported specifically for a Registered Owner. by INCITE SOLUTIONS.  Unsupported Custom Reports are any other reports that have been added to ITC.

Parameters	Default

None

Page Break - Groupings - Sorts - Totals

No page break is specified.

Reports are grouped by Standard and Custom type.

Reports are sorted by report display order.

No totals.

Data Reported

Report	Name

Disk name

Type


 Reports with Parameters

Purpose

List of currently supported reports.  Standard reports are those distributed with ITC.   Custom reports can be supported or unsupported.  Supported Custom Reports are developed and supported specifically for a Registered Owner. by INCITE SOLUTIONS.  Unsupported Custom Reports are any other reports that have been added to ITC.

Parameters	Default

None

Page Break - Groupings - Sorts - Totals

No page break is specified.

Reports are grouped by Standard and Custom type.

Reports are sorted by report display order.

No totals.

Data Reported

Report	Name

Disk name

Type

Parameters


 Issue Details

Purpose

Journal showing all phases and descriptions for an Issue.

Parameters	Default

Area	All

Assigned User	Current User

Found Date	All

Issue	All

Priority	All

Product	All

Rank	All

Status	All

Type	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Assigned User.

Issues are grouped by Product.

Issues display phases in Phase sequence number order.

No totals.

Data Reported

Issue	ID

Summary Description

Date Found

Date Completed

Product

Area

Sub-Area

External #

Related Issue

Type Short Description

Priority Short Description

Rank Order Short Description

Assigned User ID

Status Short Description

Last Modified Date

Modified by User

Phase Description


Inquires by Area and Sub Area
 Issues by Area and Sub Area

Purpose

A list of Inquires by Product , Area and Sub Area.

Parameters	Default

Area	All

Assigned User	Current User

Found Date	All

Product	All

Sub Area	All

Status	All

Type	All

Rank Order	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Area and Sub Area.

Issues displayed in number order.

No totals.

Data Reported

Issue	Product

Area

Sub-Area

ID #

External ID #

Summary Description

Assigned User ID

Status Short Description

Priority Short Description

Rank Short Description

Type Short Description

Found Date

Last Modified Date


Inquires by Product and Priority
 Issues by Product and Priority

Purpose

A list of Issues by Product and Priority within.

Parameters	Default

Company	All

Found Date	All

Priority	All

Product	All

Rank Order	All

Type	All

Status	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Priority.

Issues displayed in number order.

A count of Issues is reported for each Priority and Product.  A grand total is also reported.

Data Reported

Issue	ID #

External ID #

Found Date

Product

Priority Short Description

Status Short Description

Rank Order Short Description

Type Short Description

Summary Description

Release


Inquires by Product and Status
 Issues by Product and Status

Purpose

A list of Issues by Product and Status within.

Parameters	Default

Company	All

Found Date	All

Product	All

Status	All

Rank Order	All

Type	All

Priority	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Status.

Issues displayed in numeric order.

A count of Issues is reported for each Status and Product.  A grand total is also reported.

Data Reported

Issue	ID

External ID #

Found Date

Product

Priority Short Description

Status Short Description

Rank Order Short Description

Type Short Description

Summary Description

Release


 Performance Date Analysis

Purpose

A list of Issues with Estimated Delivery Dates by Product and Priority within.  The report shows the deviation between the Actual Delivery Date and the Estimated Delivery Date.  When Estimated Delivery date is past the current date, the current date is used to compute the deviation.

Parameters	Default

Company	All

Found Date	All

Rank Order	All

Type	All

Status	All

Priority	All

Product	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Priority.

Issues displayed in number order.

A sub total for Deviation of Issues is reported for each Priority and Product.  A grand total is also reported.

Data Reported

Issue	ID

Product

Priority Short Description

Status Short Description

Rank Order Short Description

Summary Description

Estimated Delivery Date

Actual Delivery Date

Deviation - computed by the difference between Actual and Estimated    Delivery


Inquires by Source
 Issues by Source

Purpose

A list of Inquires by the Company of the Found by Person.

Parameters	Default

Company	All

Found Date	All

User	Current User

Rank Order	All

Type	All

Status	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Company.

Issues are grouped by the company of the found by person.

Issues displayed in number order.

No totals.

Data Reported

Issue	ID #

External ID #

Summary Description

Product

Found by

Found Date

Priority Short Description

Status Short Description

Rank Order Short Description

Type Short Description

Company


 Issue Details by Area / Sub Area

Purpose

Journal showing all phases and descriptions for an Issue.  Custom Data is also displayed in this report.

Parameters	Default

Area	All

Sub Area 	All

Assigned User	All

Found Date	All

Priority	All

Product	All

Rank	All

Status	All

Type	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Area.

Issues display phases in Phase sequence number order.

No totals.

Data Reported

Issue	ID	Summary Description

Date Found 	Date Completed

Product	Area

Sub-Area	External ID #

Related Issue 	Type Short Description

Priority Short Description 	Rank Order Short Description

Assigned User ID	Status Short Description

Assigned Date	Last Modified Date

Modified by	Phase Description

Custom Data 	Custom fields in use for the Product.


 Issue Details by Source

Purpose

Journal showing all phases and descriptions for Issues reported by the company of the

Found By person associated with the Issue.

Parameters	Default

Company	All

Found Date	All

User	All

Rank Order	All

Affiliated Company	All

Type	All

Page Break - Groupings - Sorts - Totals

Page Break is by Company.

Issues are grouped by Company of the Found by User .

Issues display phases in Phase sequence number order.

No totals.

Data Reported

Issue	ID

Summary Description

Date Found

Date Completed

Product

Area

Sub-Area

External ID #

Related Issue

Type Short Description

Priority Short Description

Rank Order Short Description

Assigned User ID

Status Short Description

Accept Date

Last Modified Date

Phase Description


 Trend Analysis by Type

Purpose

A management report summarizing trends of Issues by type and month. Report shows the current type of Issues in the month they were logged.

Parameters	Default

Company	All

Affiliated Company 	All

Found Date	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by year and type.

No additional sorts.

The count of Issues is displayed by type and month.

Data Reported

Product	Name

Issue 	Date Found

Type Description


Trend Analysis by Type by Rank
 Trend Analysis by Type and Rank

Purpose

A management report summarizing trends of Issues by rank, type and month. Report shows the current type of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Rank	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by rank, year and type.

No additional sorts.

The count of Issues is displayed by type and month.

Data Reported

Product	Name

Issue 	Date Found

Type Description


 Trend Analysis by Type and Source

Purpose

A management report summarizing trends of Issues by source, type and month. Report shows the current type of Issues in the month they were logged.

Parameters	Default

Company	All

Affiliated Company	All

Found Date	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by source, year and type.

No additional sorts.

The count of Issues is displayed by type and month.

Data Reported

Product	Name

Issue 	Date Found

Type Description


 Users by Company

Purpose

Tabular report of all users associated with a company.

Parameters	Default

Company	All

Page Break - Groupings - Sorts - Totals

Page break by Company.

No additional groupings.

Users are sorted by  Assigned User ID.

No totals.

Data Reported

Company	Name

Address

Phone

Email Address

Fax Number

User	Name

Notification Address

Security Group

Confidentiality Level

Position

Work Group

Location

Department Name

ITC Access


 Trend Analysis by Priority

Purpose

A management report summarizing trends of issues by priority and month. Report shows the current priority of Issues in the month they were logged.

Parameters	Default

Type	All

Found Date	All

Priority	All

Product	`	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by year and priority.

No additional sorts.

The count of Issues is displayed by priority and month.

Data Reported

Product	Name

Issue 	Date Found

Priority Short Description


 Trend Analysis by Priority and Rank

Purpose

A management report summarizing trends of issues by rank, priority and month. Report shows the current priority of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Rank	All

Priority 	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by rank, year and priority.

No additional sorts.

The count of Issues is displayed by priority and month.

Data Reported

Product	Name

Issue 	Date Found

Priority Short Description


 Trend Analysis by Priority and Source

Purpose

A management report summarizing trends of issues by source, priority and month. Report shows the current priority of Issues in the month they were logged.

Parameters	Default

Company	All

Found Date	All

Product	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues grouped by source, year and priority.

No additional sorts.

The count of Issues is displayed by priority and month.

Data Reported

Product	Name

Issue 	Date Found

Priority Short Description


 Issues Requiring Follow up

Purpose

List of issues that have a follow up date specified.  The follow up date is italicized and an asterisk is printed to the right for a date prior to the current date.

Parameters	Default

Assigned User	Current User

Follow Up Date	All

Priority	All

Rank	All

Status	All

Type	All

Company	All

Affiliated Company	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Assigned User.

Issues are sorted by follow up date.

No totals.

Data Reported

Issue	Assigned User Name

ID #

External ID #

Summary Description

Phase Description

Priority Short Description

Status Short Description

Rank Order Short Description

Type Short Description

Product

Found Date

Date Last Modified

Date to Follow up


 Prospects

Purpose

The intent of this report is to identify the person who originated the Issue by Product.  This provides information about the person and summary information about the Issues associated with this person.  A Product may be established for tracking these persons as prospects.

Parameters	Default

Found Date	All

Product	All

Rank Order 	All

Page Break - Groupings - Sorts - Totals

Page Break is by Product.

Issues are grouped by Who Originated.

Issues sorted by number.

No totals.

Data Reported

Issue	ID

Summary Description

Date Found

Follow Up Date

Product

Person 	First, Middle, Last Name

Notification Address


 Scheduled Events

Purpose

The intent of this report is to identify the events that are scheduled to run by date.  There are currently two types of Events:  Scheduled Reports and Tickles.  A daily event will only be reported on the date the event is next scheduled for.  This will provide information about the event and the recipients.

Parameters	Default

Event Next Run Date	All

Event Type 	All

Page Break - Groupings - Sorts - Totals

No specified Page Breaks.

Events are grouped by event type.

Issues sorted by date.

No totals.

Data Reported

Report Event 	Next Run Date

Event Name

Report Name

Named Parameter

Frequency

Last Run Date

Recipient

Delivery Mode

Tickle Event 	Next Run Date

Schedule Name

Message

Frequency

Recipient

Delivery Mode


 Processed Events

Purpose

The intent of this report is to display the events that processed, the recipients and any error message that was received.

Parameters	Default

Event Run Date	All

Page Break - Groupings - Sorts - Totals

No specified Page Breaks.

Events are grouped by date.

No specified sort.

No totals.

Data Reported

Event History	Date Run

Event Name

Report Name

Named Parameter

Frequency

Error Message

Recipient

Delivery Mode


 Scheduled Events by Recipient

Purpose

The intent of this report is to identify the events that are scheduled by Recipient.  A daily event will only be reported on the date the event is next scheduled for.  This will provide information about the event and the delivery mode.

Parameters	Default

Event Next Run Date	All

User 	All

Event Type 	All

Page Break - Groupings - Sorts - Totals

No specified Page Breaks.

Events are grouped by recipients and then event types.

Issues sorted by date.

No totals.

Data Reported

Recipient 	Person Name

Event 	Next Run Date

Event Name

Report Name

Named Parameter

Frequency

Last Run Date

Delivery Mode

Tickle Event 	Next Run Date

Schedule Name

Message

Frequency

Delivery Mode


 Issues with Resolutions

Purpose

List of issues by Product displaying “good” description and “final” description.  The Issues are reported by Area and Sub Area within.

Parameters	Default

Affiliated Company 	All

Department	All

Found Date	All

Issue	All

Product	All

Status	All

Work Group	All

Area	All

Sub Area	All

Company 	All

Page Break - Groupings - Sorts - Totals

Page break is by Product.

Issues are grouped by Area and Sub Area.

Issues are sorted by issue number within Area / Sub Area.

No totals.

Data Reported

Product	Product Name

Issue	Area

Sub Area

ID

Found Date

Good Description

Final Description


 Service Level Agreement Defaults

Purpose

Report displays the Service Level Agreement Defaults established by Product, Type and Priority in a table format.

Parameters	Default

Priority	All

Product	All

Type	All

Page Break - Groupings - Sorts - Totals

No specified page break.

No additional grouping.

No sorts.

No totals.

Data Reported

SLA Rules 	Service Level Rule Name

Product	Name

Priority 	Short Description

Type	Short Description


 Service Level Agreement Rules

Purpose

Report displays the Service Level Agreement Rules established.

Parameters	Default

Priority	All

Type	All

Company	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Rules are grouped by Rule Name, Company and Product.

Rules are sorted by display order.

No totals.

Data Reported

SLA Rules 	Service Level Rule Name

Response Time

Clock Mode

Weekend Mode

Company 	Company ID


Products with Service Level Agreements
 Products with Service Level Agreement

Purpose

Report provides the Service Level Agreement Rules applicable to the product and areas.  Only Areas with Service Level Agreement Rules are reported.

Parameters	Default

Company	All

Product	All

Page Break - Groupings - Sorts - Totals

Page break by Product.

No additional groupings.

Sorts Companies by name and Products by name within. Areas are sorted by display order.

No totals.

Data Reported

Company	Name 	 Product	Name

Area	Name

SLA Rules 	Service Level Rule Name

Priority

Type


Service Level Agreement by Area - Detail
 Service Level Agreement by Area Detail

Purpose

Report displays the Issue and the associated Service Level Agreement (SLA)  information by Area and Classification.  An issue may have multiple SLA occurrences. The Classification is defined in the following table.

Complete Date	Required Date	Complete Status	Classification
any value	any value	1	manual fail
prior to Required date		0	pass
not set	in future	0	active
not set	in past	0	fail - active
greater than Required date		0	fail
			other

Parameters	Default

Company 	All

Product	All

Priority	All

SLA Required Date 	All

SLA Complete Date	All

SLA Start Date	All

Area 	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Company, Product and Area

Sorted by SLA Classification.

Total count of SLA occurrences is reported by Company, Product and Area.

Data Reported

SLA Rules 	Service Level Rule Name	Priority	Short Description

Company 	Company ID	Product 	Product Name

Issue 	Internal	Rank Order	Short Description

Problem Description 	Status 	Short Description

Assigned To 	Area 	Area Name

Found by 	Kind 	Short Description

External #

Issue SLA    	Complete Comment

Required Date

Completion Date

Started Date

Classification


Service Level Agreement by Rule - Detail
 Service Level Agreement by Rule Detail

Purpose

Report displays the Issue and the associated Service Level Agreement (SLA) information by Rule and Classification.  An issue may have multiple SLA occurrences. The Classification is defined in the following table.

Complete Date	Required Date	Complete Status	Classification
any value	any value	1	manual fail
prior to Required date		0	pass
not set	in future	0	active
not set	in past	0	fail - active
greater than Required date		0	fail
			other

Parameters	Default

Company 	All

Product	All

Priority	All

SLA Required Date 	All

SLA Complete Date	All

SLA Start Date	All

Area	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Company, Product and Rule

Sorted by SLA classification.

Total count of SLA occurrences is reported by Company, Product and Rule.

Data Reported

SLA Rules 	Service Level Rule Name	Priority	Short Description

Company 	Company ID	Product 	Product Name

Issue 	Internal	Rank Order	Short Description

Problem Description 	Status 	Short Description

Assigned To 	Area 	Area Name

Found by 	Kind 	Short Description

External #

Issue SLA    	Complete Comment

Required Date

Completion Date

Started Date

Classification


Service Level Agreement by Area - Detail
 Service Level Agreement by Area Summary

Purpose

Issues with Service Level Agreement (SLA)  information are summarized by Area and Classification.  The summary includes the count of SLA records in the category and a percentage of the Total for the Product.  The Classification is defined in the following table.

Complete Date	Required Date	Complete Status	Classification
any value	any value	1	manual fail
prior to Required date		0	pass
not set	in future	0	active
not set	in past	0	fail - active
greater than Required date		0	fail
			other

 Parameters	Default

Company 	All

Product	All

Priority	All

SLA Required Date 	All

SLA Complete Date	All

SLA Start Date	All

Area	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Company, Product and Area

Rules are sorted by display order.

Total count of SLA occurrences is reported by Company, Product and Area.

Data Reported

Company 	Company ID	Product 	Product Name

Area 	Area Name

Issue SLA    	Classification

Count

Percent


Service Level Agreement by Area - Detail
 Service Level Agreement by Rule Summary

Purpose

Issues with Service Level Agreement (SLA)  information are summarized by Rule and Classification.  The summary includes the count of SLA records in the category and a percentage of the Total for the Product.  The Classification is defined in the following table.

Complete Date	Required Date	Complete Status	Classification
any value	any value	1	manual fail
prior to Required date		0	pass
not set	in future	0	active
not set	in past	0	fail - active
greater than Required date		0	fail
			other

 Parameters	Default

Company 	All

Product	All

Priority	All

SLA Required Date 	All

SLA Complete Date	All

SLA Start Date	All

Page Break - Groupings - Sorts - Totals

No specified page break.

Issues are grouped by Company, Product and Rule.

Rules are sorted by display order.

Total count of SLA occurrences is reported by Company, Product and Rule

Data Reported

Company 	Company ID	Product 	Product Name

SLA Rule 	Rule Name

Issue SLA    	Classification

Count

Percent


 Issues by Rank Order and Status

Purpose

A list of Issues by Rank Order and Status within.  This report shows the Issue abstract, descriptions and resolution.

Parameters	Default

Company	All

Found Date	All

Product	All

Rank Order	All

Status	All

Affiliated Company 	All

Page Break - Groupings - Sorts - Totals

Page Break is by Rank Order.

Issues are grouped by Status.

Issues displayed in number order.

A count of Issues is reported for each Status and Rank Order.  A grand total is also reported.

Data Reported

Issue	ID #

Found by User

Assigned to User

Found Date

Status Short Description

Rank Order Long Description

Summary Description

Descriptions

Resolution


 Workload by User and Found by

Purpose

This report is intended to be used to see all Issues assigned a User and the originating user..  The inclusion of estimated time allows the user to estimate the total time required to complete the current assignment.

Parameters	Default

Assigned User	Current User

Found Date	All

Priority	All

Product	All

Rank 	All

Status	All

Company	All

Affiliated Company	All

Reporting User	All

Page Break - Groupings - Sorts - Totals

Page break is by Assigned User.

Issues are grouped by Found by User.

Issues are sorted by priority.

The total count of Issues and total of estimated time is reported by priority and by user.

Data Reported

Issue 	Assigned User

Priority

ID #

Summary Description

Product

Type Short Description

Status Short Description

Rank Order Short Description

Date Found

Date Assigned

Date Due

Related Issue

Estimated Time for Current Phase

Found by User


 Workload by Department

Purpose

This report is intended to be used to see all Issues assigned a Department.  The inclusion of estimated time allows the user to estimate the total time required to complete the current assignment.

Parameters	Default

Assigned User	Current User

Found Date	All

Priority	All

Product	All

Rank 	All

Status	All

Company	All

Affiliated Company	All

Reporting User	All

Department 	All

Page Break - Groupings - Sorts - Totals

Page break is by Department.

Issues are grouped by Priority.

No additional sorts.

The total count of Issues and total of estimated time is reported by priority and by user.

Data Reported

Issue 	Assigned User

Department

Priority

ID #

Summary Description

Product

Type Short Description

Status Short Description

Rank Order Short Description

Date Found

Date Assigned

Date Due

Related Issue

Estimated Time for Current Phase


 Common Elements

For ease of use, all of Issue Tracking and Control's screens have a uniform appearance and basic functionality.  While each major topic handles a different ITC function, there are many common elements to every activity

Right Mouse Click

Menus and Icons

Common Buttons

Status Bar

Title Bar


Icons and Menus
 Menus and Icon bars

Most screens in Issue Tracking and Control has several menu choices and an icon bar.

These menus and icons function the same as menus and icons in most Windows based applications.

Below is a standard Issue Tracking and Control menu and icon bar.  For help on any of these items, simply position the mouse over the icon or menu item and click the left mouse button.

Additionally if you Right Mouse Click, anywhere on the Icon Bar, a menu pops up and displays all of the ITC activities, permitting you to jump from any activity to any other activity.


New Record
 Print

This icon or File menu selection sends the currently displayed record to the default printer for the PC.

The record of the issue is printed in a Crystal Reports format containing all of the information relevant to the issue as well as phase histories and phase descriptions.

When Notices are printed, they are printed in a simple Notepad format.


Print
 New Record

This Icon or File menu selection discards any information currently on the screen, replacing it with default values for all fields.

This action is helpful when entering several calls.  After saving each call, click on the New Record icon to refresh the screen in preparation to enter another call.

After reviewing a display of possibly similar calls and determining that a new call should be logged, the New command will change the display for the entry of a new call.


 Display Menu

This File menu selection pops up the ITC activity Menu.

It is identical to a right mouse click on the toolbar.

It provides keyboard access to all ITC activities from any other activity.


 Show Expanded Information

This File menu selection or F7 key displays additional information about the current field, if any additional information exists.  The current field is the highlighted field on the screen where the cursor is located.

A field containing a user id, company name, product name, area name, status, priority, etc. will display additional information when the F7 key or the File menu selection are used.

A user id field, for instance, will display the user’s complete name and company as well as their business phone number and email address.

If no additional information exists, nothing will be displayed.  There will be no message informing you that there is no additional information available.


 Delete Record

This File menu selection deletes the selected record from the data base.

If a record has not been selected, the Delete action will notify you that no record has been selected.

Delete also checks to make sure you really wish to delete the specified record.  If you answer NO to this question, the record is not deleted.  If you answer YES, the record is immediately deleted.

Deleted records are permanently removed from the data base.  If you delete a record in error, you will have to re-enter the data or restore your data base from your last backup copy.

If the selected record is related to other records, you will be notified of these links, and the delete will NOT complete.  For example, ITC will not allow you to delete a user whom you have specified as the assigned worker on a call or as the owner of a product.

Only authorized users may delete from ITC.


 Open Record

This Icon or File menu selection opens an existing record for review or editing.

Enter desired selection criteria into a search field before clicking the Open icon.

The selected record is loaded into the current Issue Tracking and Control function and is available for editing, deleting or saving.


 Save Record

This Icon or File menu selection writes (saves) the current record to the data base.

If the displayed record already exists, Save will modify the existing record.  If the displayed record is a New record, Save will add the record to the data base.

The data base changes are immediate.

If a new record was added in error, it may be deleted using the delete action.  If Save rewrote an existing record in error, the original information is lost and must be reentered

Only authorized users may edit records in ITC.


 Close Activity

This File menu command closes the current activity.

To close the current activity do one of the following:

From the File menu, choose Close (ALT+F, C).

Press Alt+F4

From the application Control-menu box, choose Close

Double-click the application Control-menu box.

If there have been edit changes made to the current record, and the record has not been Saved, the close command will prompt if it is OK to close the activity and lose these changes.

If the answer is Yes, any unsaved changes will be discarded, and the current activity will be closed.

If the answer is No, the activity is not closed and you may save the current record or continue editing.


 Exit Issue Tracking and Control

If you have made changes to the current record since you last saved, Issue Tracking and Control asks whether or not you want to save these changes before quitting, even if you close Windows without closing Issue Tracking and Control first.

To quit Issue Tracking and Control do the following:

From the File menu, choose "Exit Issue Tracking and Control"	(ALT+F, X).


 File Menu

The file menu has several common commands.  Some Issue Tracking and Control functions will offer additional commands,  and other Issue Tracking and Control functions will disable some of the common commands.  Detailed help on special file menu commands is available with each function.  The common commands are:

New  	Load a default record

Delete	Delete current record

Save	Save the current record

Print	Print the current record

--------------------------

Display Menu 	Pops up the ITC activity Menu

Show Expanded Information 	Show Details of current field

--------------------------

Close Activity	Close the current function

Exit ITC	Shut down Issue Tracking and Control

To activate any file menu command just click on the desired command.


 Help Menu

The help menu provides quick access to the Help system.  The help menu has the following commands:

Contents	Help index or table of contents

Glossary	Dictionary of terms and abbreviations

Help on Help	Microsoft's instructions for using Help

Search	Lookup topics by keywords

About ITC	Displays version of product and available memory

For further description of these commands choose Help on Help from the help menu, or press the F1 key now.


 Help Instructions

You can find information in Help by using the Contents or the Search feature. To return to the Help Contents after you read the instructions below, click the Contents button or press the C key.  To return to the help topic you were just viewing, click the Back button or press the B key.

For complete instructions on how to use Help, press the F1 key now, or any time the Help window is active.

To for additional information on about certain topics do one of the following:

Click a green, underlined topic.	Underlined, green topics are called jumps.

Press the TAB key until you highlight the topic you want, and then press the ENTER key.

To scroll in the Help window do one of the following:

Press up arrow or down arrow keys.

Use the scroll bars with the mouse.

To return to the previous topic:

Click the Back button or press the B key.

To open the Search feature in Help:

Click the Search button or press the S key.

To look up common abbreviations in the Glossary:

Click the Glossary button or press the G key.

To close the Help window:

From Help's File menu, choose Exit (ALT+F, X).


Choosing a command
 Choosing a Menu Command

You can choose commands with the mouse or by pressing key combinations.

To choose a menu command with the mouse:

1	Point to a menu name.

2	To display the menu, click the left mouse button.

3	Point to a command name.

4	Click the command name with the left mouse button.

To choose a menu command with the keyboard:

1	To make the menu bar active, press the ALT key.

2	To display a menu, press the underlined letter in the menu name.

3	To choose a command, press the underlined letter in the command name.

A command name followed by an ellipsis (...) indicates that a dialog box exists so you can set the options you want.

Tip	Issue Tracking and Control assigns some commands to shortcut keys so you can choose the commands without displaying a menu.  If a command has shortcut keys, the keys appear in the menu next to the command.


 Close a Menu

You can close a menu without choosing a command.

To close a menu do one of the following:

Click outside the menu.

Press ESC.

Note: After you press ESC to close a menu, the menu name is still selected. To return to your document, press ESC again.


 Record Selection Box

The Record Selection Dialog Box provides access to existing records.  If you have multiple Work Sites, only records for the current Work Site will be displayed.  If  there are no saved records for the current Work Site, the list will be blank.

The Title Bar shows the type of record displayed.

To select a record, position the mouse over the desired record and click the left mouse button, then click the OK button.

To change your selection, before clicking on the OK button, reposition the mouse and click on a different record, then click the OK button.

To exit the Record Selection Dialog Box without selecting a record, click on the CANCEL button.

Issue Tracking and Control requires that you either select a record or click on the CANCEL button before proceeding.

Shortcut 	double click on the desired record to both select the record and close the selection dialog box.


Common Button
 Common Buttons

Below are common Issue Tracking and Control buttons.  For more information about any of these buttons, position the cursor over the desired button and click.  When you point to an area that contains more information (called a jump), the pointer changes to a hand shape.


 Status Bar

The status bar is located along the Bottom of the Issue Tracking and Control window and contains helpful information about the current screen or field.

The contents of the status bar change as you move your mouse over the form.  If you have a question about the use of a particular input field, move you mouse to the field to receive immediate, context sensitive, help.  For more detail about a particular field or form, press F1 (the Help key) while your cursor is located in the field in question.

The information on the status bar is not directly modifiable, it only reflects the current status of Issue Tracking and Control.


 Title Bar

The Title Bar is located along the top of the Issue Tracking and Control window and contains the name of the current ITC function.

To move the window, drag the title bar.  Note: You can also move dialog boxes by dragging their title bars.

The title bar contains the following elements:

Application Control-menu button

Name of the current Issue Tracking and Control function

Minimize button


 Control Menu

A control menu appears on the Issue Tracking and Control window.

The control menu has the following choices:

Restore	Restore a resized window to its original size

Move	Lets you use the arrow keys to move the Application Window

Size	Lets you use the arrow keys to resize the Application Window

Minimize	Reduces Issue Tracking and Control to an icon

Close	Closes the current Issue Tracking and Control function

Switch To	Brings up the Windows task list of all open applications

For more information on these options, refer to basic Windows Help


 Minimize Button

The Minimize button is located at the right end of the title bar in an application window.

Clicking the Minimize button is the same as choosing Minimize from the application Control menu: The application window shrinks to an icon.

See also:

Reducing the Issue Tracking and Control window to an icon


Reducing ETC to an Icon
 Reducing Issue Tracking and Control to an Icon

When you are finished working with Issue Tracking and Control, you can either quit Issue Tracking and Control or leave Issue Tracking and Control temporarily by reducing, or "minimizing," it to an icon. When you want to resume working with Issue Tracking and Control, you need only to double-click the icon.

When you reduce the Issue Tracking and Control application window to an icon, the Issue Tracking and Control icon goes behind any other application you have enlarged to full size.

To reduce the Issue Tracking and Control window to an icon:

From the application Control menu, choose Minimize (ALT, SPACEBAR, N).

Shortcut:	Click the Minimize button on the Issue Tracking and Control Title bar

To restore Issue Tracking and Control to a window:

1	Press CTRL+ESC to display the Task List.

2	Do one of the following:

Double-click  Issue Tracking and Control.

Select  Issue Tracking and Control, and then choose the Switch To button.

Shortcut

Double-click the Issue Tracking and Control icon on your desktop.


 Select File Dialog Box

If you have not already selected a file during this session of Issue Tracking and Control, the dialog box will list all files with the .TXT suffix in the directory where Issue Tracking and Control is located.

If you have already selected a file during this Issue Tracking and Control session, the dialog box, remembers the disk drive and directory with which you were last working.

In the File Name box, type the full name of the file, including any extension or select the file from the displayed file list

If the file you want to open is not stored in the current drive or directory, do one or more of the following:

In the Drives box, select a new drive.

In the Directories box, select a new directory.

In the Type box, select a new suffix

When the file is displayed in the File List box, click on the desired file name.  If creating a new file, type the full file name in the File Name box.

Choose the OK button.

To abort the file selection process choose the CANCEL button.


 Selecting an item in a list in a dialog box

Related dialog box options are often grouped into a scrollable list to save space. The following gives a description of the different types of lists and instructions for how to use them.

In this box, the list is always visible. You can scroll through the list to display the item you want.

To select an item do one of the following:

Point to an item and click the mouse button.

Press Alt+underlined letter in the list name, and then use the arrow keys to select an item.

Note: You can also press a letter key to go straight to the first item in the list beginning with that letter.  For example, press T to select Tokyo.

This box contains a list of options that "drops down" when you need to select an item.

To display the list, click the down arrow or press ALT+down arrow.

Select an item.

Note: Some boxes include a text area in which you can type a response instead of selecting from the list.

To hide the list, do one of the following:

Click the down arrow again.

Press ALT+up arrow.

Move to another option.


 Jumps and Pop-Ups

Choosing a Jump

Help topics can include graphics and text that link to other Help topics or to more information about the current topic.  These are called jumps.  Jumps are usually identified by a color and an underline (unless the jump is a graphic).

To choose a jump

Point to the text or graphic, and click with the mouse button.

Or press TAB to select the jump, and then press ENTER.

You can press SHIFT+TAB to move backward and select a jump.

If the jump you choose is linked to another topic, that topic appears in the Help window.  Sometimes a jump is linked to information that appears in a pop-up window or a secondary window.

Note:	When information is displayed in a pop-up window, the size of the pop-up window is proportional to the size of the main Help window.  If you want the pop-up window to be larger, you need to change the size of the main Help window.

To display all jumps in a topic

Press CTRL+TAB.

To close a pop-up window

Click anywhere on the screen, or press any key.

To close a secondary window

Double-click the Control-menu box.

Or press ALT, SPACEBAR to open the Control menu, and then choose Close.


The Main Menu
 Main Window File Menu

Several commands are available from the Main Switch Board:

Change Password

To change your ITC password, select the Change Password command from the  Main Switch Board File menu.  The Change Password form will be displayed.  You must enter your current ITC password, and then your new password, twice.  You must enter you new password twice to ensure you did not make a typing mistake when first entering the password.  If the correct current password is entered and the new password was entered twice, your password will be changed.

If there are any validation problems with the current password or if the new password is not entered twice, a message will alert you the nature of the problem.

Notices…

Notices may be edited or a new notice may be entered from the Notices… command.

Only authorized users may edit or create Notices.  If you do not have proper authority to edit Notices, the Notice… command will be grayed out in the File menu.

Print Current Notice

This function will print the notice currently displayed on the main Issue Tracking and Control screen.

Display Menu

This function is the same as a right mouse click on the toolbar.  It will bring up the menu that lists all of the places to go in the system.

Exit ITC

The "Exit Issue Tracking and Control" command stops the program and returns control to the last active Windows activity.

The Issue Tracking and Control does not prompt if it is OK to exit.

To quit the Issue Tracking and Control do the following:

From the File menu, choose Exit Issue Tracking and Control (ALT, F, X).


The Main Menu
 Main Window Maintenance Menu

The Maintenance menu has two commands:

Backup Database	Backup or archive Issue Tracking and Control database

Verify Database	Validate all or selected file relationships


The Main Menu
 Main Window Options Menus

The only command available from the Options menu is "Require Employee ID Number".

This command is toggle.  If it has a 'check' by it, the command is active.  If there is no 'check', the command is inactive.  To toggle the command, click on the command.


 Right Mouse Click

A Right Mouse Click any where on the Icon Bar pops up a menu displaying all of the ITC activities, permitting you to jump from any activity to any other activity.

Simply select any one of the choices, as you would from any other menu.  The current activity will be closed down and you will be transferred to the new activity.

To close the menu without making a selection, press the ESC key or click elsewhere on the current form.

Selecting the current activity from the menu has the same effect as pressing the ESC key.


 Notices

Notices are the messages on the main Issue Tracking and Control screen. Notices are a useful way for a system administrator to quickly communicate with any of the active ITC users.  When a user firsts logs into ITC, the Main Switch Board is displayed, with the most current notice commanding the screen.  This permits the system administrator to alert users of any new problems or situations.  To create a notice, select “Notices…” from the File menu on the main Issue Tracking and Control screen.  The notice screen will appear and there will be five fields to fill in.

The first field is the Expiration Date.  The notice will no longer display after this date.  The expiration date defaults to a month from the current date but it can be changed for whenever the user chooses.

The next field is the priority.  The priority can be from 0 to 5, 0 being the most important.  Notices are displayed in Priority and reverse created-date order. Within a priority, the most recently created notice is displayed first.  However, all 0 priority notices are displayed before any priority 1 notices and so on, regardless of date created.

The User ID field allows a notice to be sent to a certain user.  The user who’s name is entered into this field will see the notice after logging in.

The title of the notice is a short description of the contents of the notice.  This field is limited to only thirty characters.

The message field is the field that the body text of the message goes in.  Text or blobs can be pasted into the message field.

To save a notice once all of the fields have been filled in, choose “Save Notice” from the File menu on the Message Editor screen.  The other options on this screen are New Notice, which clears the screen for new notice entry, Delete Notice, which deletes the notice currently displayed, and Close, which closes the Message Editor screen.

The “Get Current Notice” button at the bottom of the Message Editor screen brings up existing Notices in the order that they are displayed so that they can be deleted or modified.  To scroll through the notices, click the button until the desired notice is reached.


 Maintenance of Issue Tracking and Control

Very little is required to maintain Issue Tracking and Control.

Backups

Verifying the Data Base

Compressing the Data Base

Last used values


 Initialization File: ITC.INI

The ITC.INI file is an ASCII text file, stored in the Windows directory.  This file may be edited in the Notepad editor, however the Notepad editor does not validate values read from this file.

The following information is kept in the ITC.INI file:

Name of registered Issue Tracking and Control user

Serial Number of product


 Backups

Making regular backup copies of databases is an important part of administering a database system.  A backup copy is essential in case something unexpected happens to the data or database structure.  Backing up files is a common term for making copies of files, directories, or entire hard or floppy disks as a safeguard against unexpected loss of data.

When Issue Tracking and Control is in active use, the data base should be backed up daily.

The best policy is to include the Issue Tracking and Control data base in your regularly scheduled backup.  If you leave the data base backup to chance or only if you remember that the data base has changed, you increase the risk of losing valuable data to media failure.

The location of the Issue Tracking and Control data base is configurable, but the "Backup" command on the "Maintenance" menu of the Main Issue Tracking and Control form notes the location of your Issue Tracking and Control data base.

To back up a database

1	Exit Issue Tracking and Control.  In a multi-user environment, confirm that all users have exited

ITC.

2	Using the Microsoft Windows File Manager, backup software, or the MS-DOS Copy or

Backup command, copy the database file to a backup medium of your choice.

To restore a database from a backup copy

Using the Windows File Manager, backup software, or the MS-DOS Copy or Restore

command, copy the backup database file to your database directory.

Caution   If the existing database file in the database directory and the backup copy have

the same name, you may replace the existing database file.  If you want to save the existing

file, rename it before you copy in the backup file.

Remember:	If the hard disk that contains the Issue Tracking and Control fails, all work since the

last backup will have to be redone!

Scheduled, regularly backups are essential for safe computing.


 Verifying the Data Base

The data base should be verified quarterly, or if problems occur during operation.  The data base should also be Verified prior to calling INCITE SOLUTIONS Product Support Services with an operational problem.  The Verify Window should be open, and the verify complete before calling.

The data base should be verified if Issue Tracking and Control quits unexpectedly: for example, if there is a power outage or your computer experiences a hardware problem.  The database will not become corrupted if you exit Issue Tracking and Control normally.

To verify the database

1	From the Maintenance menu in the Issue Tracking and Control Main window, choose the

Verify Database command

Issue Tracking and Control displays the Verify Database activity.

2	Specify the specific parts or whole database you want to verify, and then choose

'Start Verify'.

Issue Tracking and Control displays the results of the verify in a scrollable text box

3	If the 'Problem Record' count is not 0, review the results to determine the problem.

Call INCITE SOLUTIONS Product Support Services to report the problem.

If the 'Whole Data base' check box is selected, all of the specific data base parts will also be selected.  Individual data base parts may be toggled on or off as desired.

Milestones control how often the 'Total Records Processed' and 'Problem Records' displays are updated.  The Results text box display is not affected by the Milestones setting.


 Data Base Compression

To make the best use of your disk space, you should periodically compact your database.  Compacting makes a copy of the database, rearranging how the database file is stored on disk if it is fragmented.  File storage can become fragmented when you make many changes to a database.  The compacted database file is almost always smaller.

If the database is compacted successfully, Issue Tracking and Control automatically replaces the original file with the compacted version.

To compact a database

1.	From the Maintenance menu in the Issue Tracking and Control Main window, choose

Compact  Database.

2.	Issue Tracking and Control displays the changing status of the data base compression.

3.	When the compress finishes, you may continue processing normally

Notes

The compress may not start if you have running a number of different activities.  Close the product and restart it, the compress should proceed normally.

The compact operation fails if you do not have enough storage space on your disk for

both the original and compacted versions of the database.

You can't compact a database when it is open.  In a multi-user environment, the compact

operation fails if another user has the database open.

The compress operation leaves a backup copy of the data base at the same location as your data base.  The backup copy is named ITCMDB.BAK.


 Last Referenced Values

Currently no special values are saved when you exit Issue Tracking and Control.

The User Options activity lets you specify special values to be used when running ITC.


Prints copies of State required forms.

Forms can be printed to the terminal, to a file or to the printer.


The "Address Same as" button is a command button that copies the specified address into the current form.


The Organization and Work Site selection boxes on the Main window are drop down list boxes.  These list boxes contain all of the currently loaded organizations and their related work sites.  To change the current work site, choose the work site drop down box and select the desired work site from the list.


The Survey Date list box contains all the surveys entered for this work site.  If the desired survey date is not listed, you will need to set up and enter that survey information before proceeding.


A work site is usually one continous parcel of land.  Multiple adjacent parcels may be considered as one work site, if no more than 1 public road separates the physical parcels.


If a work site has 100 or more employees, but fewer than 33 of the employees begin work during the Morning Commute Period (6 A.M. to 10 A.M.), the employer is exempt


$3 a day per employee

$6 a day per employee


Any person who works 80 hours over a 28 day period for at least 12 consecutive weeks is considered an employee.

This includes contract employees and part-time workers.


Several ETC Assistant functions offer "What If" capabilities.  The What If option recalculates function totals from the data entered on the screen.  What If helps the ETC project possible APO or TraveLink savings by adjusting employee participation levels.


If enabled (full intensity), returns to the previously displayed page.

If disabled (Half intensity), no action is taken.

Current page position and total number of pages in the activity are displayed in the lower right hand corner of the status bar


If enabled (full intensity), advances to the next available page.

If disabled (Half intensity), no action is taken.

Current page position and total number of pages in the activity are displayed in the lower right hand corner of the status bar


Employers must designate an Employee Transportation Coordinator (ETC) who will work with CSA and be responsible for all submissions, implementations, and contacts with the Department.  The ETC can be designated from within the company or contracted from an outside agency.  The ETC must take a state-approved ETC training course to be certified by the Department.

An ETC's "time" is an eligible expense under the TraveLink legislation only if the ETC is contracted from an outside agency.


Product Support

Calling ITC Product Support Services

Answers to common Questions

Product Training and Consulting


Calling ITC Product Support
Calling ITC Product Support Services

If you have a question about ITC, look in the printed product documentation or online Help, check the README files that came with your product disks, and check the ''Answers to Common Questions'' topic in Help. If you cannot find the answer, contact ITC Product Support Services between 9 A.M. to 5 P.M. (Eastern time) Monday through Friday.

ITC's support services are subject to ITC's prices, terms, and conditions in place at the time the service is used.

Before you telephone ITC Product Support Services

When you call, you should be at your computer with ITC running and the product documentation at hand. Be prepared to give the following information:

The version number of ITC you are using.

The type of hardware that you are using, including network hardware.

The exact wording of any messages that appeared on your screen.

What happened and what you were doing when the problem occurred.

How you tried to solve the problem.

For an operational problem, the data base should be verified, and the verify

complete before calling.

To call ITC Product Support Services for ITC

To reach support staff most familiar with ITC, call 1-302-655-8952.

If you want to suggest a new feature or feature enhancement for ITC, call 1-302-655-8952.


Product Training and Consulting

Within the United States, ITC offers two special services to help you take full advantage of ITC.

ITC has authorized training centers across the United States offering the following programs:

Customized training for users and trainers

Consulting services

For information about the training center nearest you, call ITC Consumer Sales and Service at 1-302-655-8952 Monday through Friday, 9:30 A.M. to 5:00 P.M. (Eastern time).

ITC's Consultant Relations Program can refer you to an independent consultant in your area of the United States. These consultants are skilled in the following areas:

Client/Server development

Database development

Customized interface design

For information about consultants in your area, call the ITC Consultant Relations Program at 1-302-655-8952.  Monday through Friday, 9:30 A.M. to 5:00 P.M. (Eastern time).

ITC's support services are subject to ITC's prices, terms, and conditions in place at the time the service is used.


Answers to Common Questions

The following are the most common questions asked about ITC. Scan this list before you call ITC Product Support Services -- you might save yourself a phone call!

 1. How do I look up an issue by the issue number?  ANSWER

 2. Why are some menu commands missing when I work on certain activities?  ANSWER

 3. When I try to run a report I get the error “Report not found”?	ANSWER

 4. For some issues not all of the descriptions are displayed?	ANSWER

 5. How can I give those nice ITC guys more money?	ANSWER


I don't have an Employee ID number, what number do I enter for each employee?
Answers to Common Questions

Q	How do I look up an issue by the issue number?

Click on the ‘Load’ icon to enter ‘Search’ mode.

Enter the desired issue number in the ‘Issue #” box at the top left of the ‘Log Issue” screen.

Click on the “Search” button.

The desired issue will then be displayed.

The screen reverts to ‘Edit’ mode for any changes you may need to make to the selected issue.


Why are some menu commands missing when I work on certain activities?
Answers to Common Questions

Q: 	Why are some menu commands missing when I work on certain activities?

Most activities have the same file menu commands, Delete, Load, New, Save, Close, and Exit.  However, for some activities, some of these commands have no meaning.  For example, in the Verify Data base activity, there is nothing to delete, load, or save, so these commands are missing from the file menu.


When I try to run a report I get the error “Report not found”?
Answers to Common Questions

Q	When I try to run a report I get the error “Report not found”?

Check the disk name of the report on the Report Name tab of the Code Files form. Against the actual name of the file on disk.  If these names do NOT match exactly, the report can not be found to be run.


For some issues not all of the descriptions are displayed
Answers to Common Questions

Q	For some issues not all of the descriptions are displayed?

Phase description may have a Confidentiality Level set.  If this value is greater than your Confidentiality Level, you are not allowed to see that description.


How can I give those nice ITC guys more money?
Answers to Common Questions

Q	How can I give those nice ITC guys more money?

Cash is preferred, but checks or money orders will do.


User
Users

The User activity maintains a list of all users related to all of the supported products.  You must specify information about any user who will participate in any way with a supported product.  If a user has not been defined in this activity, they may not use the system, be assigned an issue, or have any relationship with a product or company.

Adding a New User (Step by Step)

User Name, security group, company, User Access Mode, and User ID are all required fields.  ITC will not save User records without this information.  User ID is the login ID a user will use to access ITC.  Some users will not access ITC online, such as the contacts at external companies.  These users still require User IDs so that that may be identified as an appropriate contact at an external company.  They may also be assigned an issue if you determine the problem cannot be resolved internally.  These external users should NOT be assigned a password.  Each user ID must be unique for each User.

Selecting a user’s company will automatically fill in the street address, city, state or province, postal code, and country that were specified for that company in the Company activity if these fields are currently blank.  If they are not blank, you will be prompted if it is OK to fill them in with the proper information.  Since most users’ address information is business related, this saves time when loading many users. The address information may be personalized on the “Personal Information” tab.

The default Confidentiality Level for a user of the registered company is one, for all other users it is zero.  More senior members of the company should have higher Confidentiality Levels.

User start/end time is helpful for issue escalation.  If an issue is assigned to a user at 7 P.M., and that user’s end time is 5:30 P.M., then, based on the priority of the issue, it will not be escalated until the next morning.

Last login Date/time and Login Count informational fields about the selected user.

Email, phone, fax and other notification methods can be entered on the Notification tab.

The file menu for User maintenance has no additional command:

The Tools menu has 2 commands:

Import Users from a File

Set Per User Notification Profiles

The Locate menu has 3 commands:

Locate User by Company

Locate User by Confidentiality Level

Locate User by Security Group

See Also:

Searching for an Existing User

Deleting or Terminating Users

Changing Work Group Membership


 Deleting or Terminating Users

When users are no longer active in the support of any products, they may be deleted if they have never had any issues assigned to them.  If they have ever been assigned to or reported an issue, they may not be deleted but they may be terminated.  To effectively terminate a user that has been assigned to issues, the termination date should be filled in.

Setting the termination date prevents a user from being assigned to any new issues or to the ownership of any companies, products, areas, or work groups.

A user currently assigned as the owner or co-owner of a company, product, area, or work group may not be terminated until all of these responsibilities have been reassigned.

A user with currently assigned issues may not be terminated until their issues have been reassigned.

Terminated users are still displayed in combo boxes, but their Login ID is prefaced with an ‘*’ to indicate that they have been terminated.  To find a terminated user in the User Information screen, search on the user’s last name or use the “Locate” functionalities.

A terminated user may be ‘unterminated’ at any time by blanking out their termination date.


 Import from File

The user data base may be automatically maintained via uploads from your standard personnel data base if your personnel data base tracks all of the fields required by ITC.

A file that does not contain all of the required fields may also be imported, but the employee data base will have to be updated by hand.  Importing employee information from a file is a File menu command available from the USER activity.

After selecting the “Import from File” menu item, the "Import User Data" screen will be displayed.

Selecting the "Select Import File" button will present a file dialog box, requesting the path name of the desired import file.

If you have never saved import settings before, the import settings will be set to the system defaults.  If you have saved import settings before, they will be set to the last saved settings.

It is very important for these settings to exactly match the file to be imported, otherwise bad data might be accidentally imported into the data base.

If the some of the data fields in the import file are longer than the default field lengths, the data will be truncated.  If some import fields are shorter, be sure to reduce the setting for their lengths, otherwise extraneous data will be appended to these fields.

If some ITC data fields are not present in the import file or if you wish NOT to update some fields, set their values to 0.  This way ITC will know to skip those fields.  The Login ID, or external id may not be excluded.

If you wish to save your import settings choose the SAVE button, a copy of the settings will be stored in the data base for later use.

Once the settings match the file to be imported, click the "Begin Importing" button.

To exit without importing choose “Close” from the file menu.

To display any errors occurring during the import, check the “Display Errors During Import” check box.  Any errors will be displayed in a message box.  Each message box requires the operator to choose OK before the importing will continue.

All errors are logged to disk, regardless of the setting of the “Display errors during Import” check box.  The log file is the same as the import file, with a “.LOG” suffix.

A summary of the import activity is displayed at the end of the import.


Import from File
 Import Grid

The Import Grid is used to define table layouts when importing a file of employees into the User activity.

If you choose fixed length fields for the layout of your import file, you must specify BOTH the starting position and field length for each field.

If an ITC field is not in your import file, enter a 0 for either the start position or field length.

If you choose delimited fields for the layout of your import file, you must specify the ordinal position of the ITC field in your import file for each ITC field in your import file.

If an ITC field is not in your import file, enter a 0 for the ordinal position.


 Company

All companies who supply any product supported by ITC must be identified.

The company record provides information for issues that can not be resolved internally.

The Company record stores information in five separate folders:

•	General Information – Information included here is basic corporate information such as address, internal and external responsible employees, phone and fax numbers, etc.  The three additional contacts, Backup, Secondary Backup, and Administrative Assistant, have been added to track more staff at the company.  The titles of these contacts can be changed from one company to another by typing right over the name and hitting the save key.

•	Departmental Information – This tab enables you to track departments at the company level.  It provides a method to link staff back to the department that they work in.  If your company uses another word for department such as division, you may change the name through the Set Department Name function in the Tools menu.  The new specified name will show up everywhere except the Tools menu and the Help.

•	Descriptive Information – This tab provides up to twelve categories in which you can store company specific information.  You can change the title to each category as well as add one or more entries per category by just typing over the current entry and saving them.  You may also change the name of the tab by using the “Edit Tab3” control in the Tools menu.

•	Tab 4 – This Tab provides a matrix (6 columns wide) where you can change any of the column headings.  For example, it can be used to identify reports, frequency, delivery method, or printer form.  It could be used to track products used, install date, license expiration, etc. that a customer uses.  You may change the headings of the columns by using the “Edit Tab4” control in the Tools menu.  The name on the tab can also be changed by using the “Edit Tab4” control.

•	Comments – This tab has two text boxes, one which is time/date stamped and can track a series of comments with the company over time.  The other section can be used for entering free form or structured text.  The name of this section can also be changed by typing over the existing name and saving it.

The company’s owner and co-owner should be entered for escalation purposes.  The owner and Co-Owner of the company are internal employees who are responsible for managing an external client.  For example, someone in your organization is responsible for all contact with INCITE SOLUTIONS.  This person should be selected as the Owner of INCITE SOLUTIONS.

If a problem needs to be relayed to the company who provided a supported product, the Fax number or email address of the company is used.

Reports that summarize issues for a company also display the specified Executive Contact and the Relationship Manager.  The Executive Contact and the Relationship Manager are employees of the company being described.  For INCITE SOLUTIONS, the executive contact would be an employee of INCITE SOLUTIONS.

Address, fax and phone numbers will also be used as the default information for any employee/user of this company, however, a company record must be entered before users can be entered for that company.

ITC is installed at your site with all of the relevant INCITE SOLUTIONS company and user information pre-loaded.  This is for both your reference and to log issues about our product.

To modify any company information, first select the desired company from the ‘Select Company by Name’ combo box.  All of the current company information will be displayed on the screen.  Make any desired changes, then click the ‘Save’ icon.

Only authorized users may add or modify company records.

The File menu for Company Information has these additional commands:

Set User Limit String	This is to Limit the Number of Users Allowed in ITC According to your Company’s Contract

Set Add On String	This is to Set Additional Features into ITC

Set System Expiration Date String	This is to Set when your Company’s Contract with ITC expires

The Tools menu has 7 additional commands:

Adjust Product/Company Relationships

Set Department Name

Edit Tab3 Title

Edit Tab4

Edit Tab4 Title

Item1 Column Heading

Item2 Column Heading

Item3 Column Heading

Item4 Column Heading

Item5 Column Heading

Item6 Column Heading

Edit Tab5 Title

Sort Columns

Use Default Titles from RegCo

See Also

Departmental Information


 Set Department Name

The Set Department Name item in the Company file menu allows the display name for Department to be changed, on a per company basis.

Your organization may use a different term for “Department”, such as “Division”.

To change the display name of “Department”:

select the Set Department Name from the Tools menu

Enter the desired new display name, i.e. “Division”

Click on the “OK” button

Everywhere the text “Department” appeared in ITC, “Division” will now appear, except in help.

This title may be changed as often as desired.

Try to keep new titles relatively short as the display space for the titles on the ITC forms is limited.  If your new title is too long to be displayed completely, it will be truncated along word boundaries.

See Also:

Department Information


 Department Information

Some organizations may wish to summarize or report on a departmental basis.

The company activity provides a grid to define an organization’s departmental structure.

Information tracked includes:

Department Name	Only used for display purposes

Department Owner’s name	Responsible person for department, currently unused

Department Co-Owner’s name	Second responsible person for department, currently unused

Display Order	What order should departments be displayed in?

When entering User information, the appropriate department for that user may be identified.

Currently, departments are only used in reporting.

See Also

Set Department Name


 Product Maintenance

To properly track issues about supported products, the products must be described in detail.

The minimum information required about a product is the product name.  However just this information will not be very useful in tracking issues.  Fully describing the areas and sub areas of a product will provide very useful issue tracking reports.

The product’s owner and co-owner should be entered for escalation purposes.  The owner and co-owner for a product should be internal employees of your company.

The Primary and Secondary Contacts should be the contacts at the external company which sells the product being described.

ITC is installed at your site with the ITC product and all of its areas and sub areas described, both for your reference and to log issues to us about our product.

The following details should be addressed for every product you will support with ITC:

Areas

Sub Areas

Install Date/ Version

Default Settings	(Priority, Type, Status, Rank Order)

Properties

Customize

A company record must be entered before products can be entered for the company.

Only authorized users may add or modify products, areas, or sub-areas.

The file menu for Product maintenance has 1 additional command:

Assign Product to a Different Company

The Tools menu has 3 additional commands:

Set Custom Fax Location

Area Owners by Company

Adjust Product/Company Relationships


 Areas

You should enter enough Areas to thoroughly describe a product.  For example, ITC comes with 9 Areas defined.  Each area should have an owner and co-owner for escalation purposes.  By default, the owner and co-owner of the company are the owner and co-owner for the product, but these defaults can and should be overridden.  The owner and co-owner for an area should be internal employees of your company.  The owner and co-owner are the first and second levels of escalation of an important issue.

The version and installation date both default in from the settings at the Product level.  You may override these settings on a per Area basis, as necessary.

Default settings for Priority, Status, Rank Order, and Type should be set for every Area.  When creating a new issue, these defaults will be used, along with the Owner of the Area to fill in some of the Issue display screen.  These values may be overridden as well.


 Sub Areas

Sub Areas are generally very specific.  For example, for the product “ITC” and the area “Products”, sub areas are:

Adding Products

Adding Areas

Adding Sub Areas

Changing Owners

Saving Changes

These sub areas address very specific elements of an Area of the Product and help the support personnel pinpoint the nature of the problem when issues are assigned to them.

Default settings for Priority, Status, Rank Order, Type as well as Sub Area Owner and Co-Owner can be set for every Sub Area, but are not necessary.  If the Status, Rank, Type and Priority are not set, the defaults from the Area will be used and the value “Use Area Default” will be in the default field.  If the default Owner and Co-Owner are not set, then the Area defaults will be used and the same value of “Use Area Default” will be in the default field.  All defaults for a Sub Area do not have to be set for one default to work.  For example, the Rank Order can be set differently for a certain Sub Area while all of the other code files keep the default settings from the Area.

Note: To expand the grid that contains the defaults for Sub Areas, click on the gray line in between the Area grid and the Sub Area grid.  Clicking on the same line will also restore the original grid settings.


Install Date/Version
 Installation Date/Current Version

Current version and Installation Date should be set for both the product and each Area.  The current version and installation date of the product will default into the version and installation date of each area at the request of the user who changes these dates for the product.  On the issue screen, the version of an area will be defaulted in for the version when an issue is logged against this area.


 Default Settings

Settings for Priority, Status, Rank Order, and Type should be entered for every Area for every product.  When creating a new issue, defaults will be used, along with the Owner of the Area, to fill in the Issue display screen.

These values may of course be overridden by the user when creating the Issue, but they serve as a good guideline for the less trained user when entering a new issue.


Product Properties
 Properties

Priority, Status, Rank Order, and Type may be defined per product.  Priority, Status, Rank Order, and Type may also be shared among Products.

If this Product should share Priority, Status, Rank Order, and Type with other products, then the “Shared” boxes should be checked.

If  this Product will ONLY use unique Priority, Status, Rank Order, and Type, then the “Shared” boxes should NOT be checked.

Per product, Priorities, Statuses, Rank Orders, and Types may be edited in the Code Files activity.

The “Permit Auto Accept Phases” check box controls whether or not this product will honor Status codes that have the “Always Auto Accept” property enabled.  If the “Permit Auto Accept Phases” box is checked and a user assigns an issue to a Status that has the “Always Auto Accept” property enabled, the assignee does NOT have to accept the issue assignment, it will be automatically accepted for the assignee at assignment time.  This may be helpful for a product like Correspondence, where the assignee may never login to ITC.  Product settings always override any Status settings.

The “Permit Unaccepted Phases” check box controls whether or not this product will permit multiple phase records to be active at one time.  This action is NOT fully supported at this time.


Product Customization
 Customize

Your organization may find the need to use a different word than the default ITC term for Status, Priority, Rank Order, or Type.  These names may be changed on a per product basis in the Customize tab of the Product activity.  They may also be changed system-wide in the Modify System Options activity.

Once a name is customized for a Product the customized name will be used everywhere, except in Help and in the field labels in the Customize tabs.

For display purposes, a per Product customized name takes precedence over a System Wide customized name.


Assign Product to a Different Company
 Assign Products to a Different Company

Occasionally, a company who supplies a supported product changes its corporate name.  To reflect this change in ITC, go to the Company activity and type over the current corporate information, then save the changes.

Alternatively, a company sells a product to another company, or the company and its products are acquired by another company.  If the acquiring company already supplies a different, supported ITC product, the acquired products will need to be reassigned to the new company.

To reassign a product to a different company, select the “Assign Product to a Different Company” option from the “File” menu in the Products activity.  Enter the name of the new company in the input area of the pop up box and click on the “OK” button.  For reference, the list of possible companies is displayed above the input area.

If you click on the “Cancel” button, the product will NOT be reassigned.  If you leave the new company name blank, mistype the new company name, or enter the original company name, the product will NOT be reassigned.

After reassigning the product, the Product display will shift automatically to the new company.


 Set Fax Location

By default, summary information about a problem assigned to a user who works for an external company is faxed to that person.

The format and content of this fax information may be changed on a per product basis by supplying a customized Crystal Report.

To change to the default fax style:

Develop a custom fax report in Crystal Reports

Place the .RPT file on the network or local PC

Select “Set Fax Location” from the “Actions” menu of the Product activity

Enter the location of the customized .RPT created above


 Issue Escalation

What is the Escalation Manager?

The Escalation Manager performs 5 main functions:

1.	Mail - The Escalation Manager logs into all defined mail providers and reads and delivers mail for purposes of distribution, notification or report delivery.

2.	Escalation - The Escalation Manager checks through the database for any issues that have not been accepted by their assigned user. For all of those issues where the Priority requires escalation AND the escalation level is less than the maximum level defined for the issue's priority AND time since assignment (or last escalation) is greater than the time defined for the priority, the Escalation Manager re-assigns the issue to the next person in the escalation chain and notifies that person. The escalation chain starts with the Area's Owner, then proceeds to the Area's Co-Owner, Product's Owner and Co-Owner, the product's Company's Owner and Co-Owner, then the Registered Company's Co-Owner and finishes with the Registered Company's Owner.

3.	Distribution - The Escalation Manager sends and receives messages that support distributed clients and vendors using e-mail.

4.	Notification - The Escalation Manager notifies originators, assignees and third-parties of issue status using a variety of media (Mail, Fax...).

5.	Schedule Reports - The Escalation Manager generates the Scheduled Reports, then uses it's notification process to deliver the resulting reports to the recipients in their preferred medium (Mail, Fax, Printer, Disk File...).

Escalation Manager Options:

The check boxes on the left hand side of the form indicate which functions the Escalation Manager will perform.

The Edit box on the right indicates how long the Escalation Manager will wait between passes through the indicated functions.

To start the Escalation Manager:

Enter an Escalation Monitor Time, in minutes

Click the Green Light.

To stop the Escalation Manager:

Click the Red Light.

The Escalation and Distribution log will display any failed issue notifications, distributed or scheduled report deliveries.  The system Administrator should review these logs daily for any Escalation problems or failed notifications.  The logs are located in the ‘Logs’ sub-directory where ITC is installed.

Bad notification addresses should be corrected in the USER activity on the Notification tab.


 Providers

All types of notification providers must be defined before they can be used to establish Notification  methods for users.  The Provider activity is only available from the escalation Manager EXE.

To add a new Email provider:

1. 	Enter the desired Mail provider name, i.e. Mail or Internal Mail or Internet Mail in the ‘Name’ text box

1. 	Select Email from the ‘Medium’ combo box

1. 	Select the appropriate mail service from the ‘Kind’ combo box, i.e. MAPI or VIM-32

1. 	Enter the appropriate mail login name in the ‘Login’ text box

1. 	Enter the appropriate mail password in the ‘Password’ text box

1. 	If email will be sent to this box (such as return receipts), check the ‘Use as In Box’ check box

1. 	Enter the desired mail retry interval, in minutes.  For an internal mail system this should be 1.  For a dial-up Internet mail system you will want a reduce you phone dialing charges, so a value of 20 to 30 might be good, depending on your anticipated mail usage.

1. 	On the ‘Return’ tab, verify the ‘Tag’ information is correct.

1. 	On the ‘Return’ tab, check the ‘Expect Return Receipt’ box if you expect to receive return receipts from this mail service.  Internal mail systems such as MAPI will supply return receipts.  Internet mail generally does NOT provide return receipts.

1. 	Click on the ‘Modify’ button

1. 	If there are no more changes, click on the Close button in the upper-right corner of the form.

1. 	If you want to add more providers, continue working

Printers may be added using the ‘Medium’ combo box or by selecting ‘Printers’ from the file menu on the Escalation Manager screen.

If users would like scheduled reports delivered to a folder on disk, that folder MUST defined as a provider.  The disk folder MUST also be visible to the Escalation Manager.

To define a disk provider:

1. 	Enter the desired Disk provider name, i.e. Weekly Status or ITC Trends in the ‘Name’ text box

1. 	Select Disk from the ‘Medium’ combo box

1. 	The ‘Kind’ combo box is not applicable to disk providers

1. 	Enter the appropriate folder name in the ‘Directory’ text box or use the directory browse (…) button to select the desired directory.

1. 	Using the directory browse button will assure that the Escalation Manager can see the desired disk folder.

1. 	Click on the ‘Modify’ button

1. 	If there are no more changes, click on the Close button in the upper-right corner of the form.

1. 	If you want to add more providers, continue working

When exiting the provider form you will not be warned about pending changes that might be lost.  If you have made changes that you wish to keep, you must click the ‘Modify’ button.


 Work Group Information

The Work Group activity maintains a list of all Work Groups related to all of the supported products.  You must specify information about any Work Group who will participate in any way with a supported product.  If a Work Group has not been defined in this activity, it may not be assigned any issue, or any relationship with a product or company.

Work Group ID is the only required field.  ITC will not save User records without this information. Work Group ID is the ID a Work Group is known by within ITC.  Work Group ID must be unique for each Work Group.

Selecting a work group’s company will automatically fill in the street address, city, state or province, postal code, country, fax number, and business phone number that were specified for that company in the Company activity, if these fields are currently blank.  If they are not blank, you will be prompted if it is OK to fill them in.  Since most Work Group address information is business related, this saves time when loading many Work Group.  However, a Work Group need not belong to a specific company.

The Notification Tab is where the user’s various notification methods are entered.  To enter a new notification for a user after the user has been loaded onto the screen, fill in the fields and press the save key.  The default notification will be the one that is used if no other method is specified. (when running scheduled reports, being notified about issues, etc.)

When a Work Group is no longer active in the support of any products, it may be deleted, if it has never been assigned to any issues.

Work Groups should have an owner and co-owner assigned.  The owner and co-owner are responsible for the Work Group.

To associate users with a Work Group use the Work Group Membership activity.

The file menu for Work Group maintenance has no additional commands.


 Work Group Membership

The owner and co-owner of a Work Group are the users responsible for the Work Group.

Only the Work Group owner, co-owner, or the System Administrator may make changes to the membership of any particular Work Group.

To adjust Work Group Membership:

Select the desired Work Group from the “Adjust Work Group Membership” combo box

The current membership list is displayed in the right hand list box labeled “Members of Work Group”

To remove members, highlight them in the Members list and click on the “<<Remove” button, or just double click on the desired member in Members list box

To add a member, highlight them in the “All Users” list and click on the “Add >>” button, or just double click on the desired user in the “All Users” list box

To save your changes click on the Save icon.

A user may also may be added to a Work Group from the User Information Activity.

The Work Group Membership activity must be used to remove a user from a Work Group or to assign a user to more than 1 Work Group.

The file menu for Work Group Membership has no additional commands.


 Locate User by Company

The Locate User by Company item of the “Locate” menu in the User Information activity provides a convenient way to find a user record, if you are not sure of the users ITC ID or last name.

An outline is presented displaying all the Companies that have been described to ITC.  Double clicking on a Company will list all of the users who work for that Company.  To select a user record, double click on the desired user.  The selected users record will then be displayed in the User Information screen.

If you click on the ‘Back” icon, no user will be selected but the display will revert to the User Information screen.

See Also:

Locate User by Confidentiality Level

Locate User by Security Group

Searching for an ExistingUser


 Locate User by Confidentiality Level

The Locate User by Confidentiality level item of the “Locate” menu in the User Information activity provides a convenient way to find a user record, if you are not sure of the users ITC ID or last name.  It also is an easy way to verify the Confidentiality level of all users and to assure inappropriate users are NOT in the most confidential level.

An outline is presented displaying all the Confidentiality Levels in ITC.  Double clicking on a Confidentiality Levels will list all of the users who have that Confidentiality Level.  To select a user record, double click on the desired user.  The selected users record will then be displayed in the User Information screen.

If you click on the ‘Back” icon, no user will be selected but the display will revert to the User Information screen.

See Also:

Locate User by Company

Locate User by Security Group

Searching for an ExistingUser


 Locate User by Security Group

The Locate User by Security Group item of the “Locate” menu in the User Information activity provides a convenient way to find a user record, if you are not sure of the users ITC ID or last name.  It also is an easy way to verify the Security Group of all users and to assure inappropriate users are NOT in the most secure Security Group.

An outline is presented displaying all the Security Groups in ITC.  Double clicking on a Security Groups will list all of the users who are a member of  that Security Group.  To select a user record, double click on the desired user.  The selected users record will then be displayed in the User Information screen.

If you click on the ‘Back” icon, no user will be selected but the display will revert to the User Information screen.

See Also:

Locate User by Company

Locate User by Confidentiality Level

Searching for an ExistingUser


 Searching for an Existing User

An existing ITC user may be found using either the “Locate” menu or by searching using the ‘Open” icon or menu item.

The Locate menu provides three methods for locating a user:

Locate User by Company

Locate User by Confidentiality Level

Locate User by Security Group

You may search by either User Id or Last Name.  To search by User Id or Last Name:

Position to the desired field

Enter the appropriate name

Click on the “Open” icon

If a existing user matches exactly the name you have entered, that user record will be displayed for review or editing.

To wild card search:

Position to the desired field

Enter the first few characters of the appropriate name

Click on the “Open” icon

The first existing user that  matches the first few characters of the  name you have entered will be displayed for review or editing.

A scroll bar will also be displayed so that you may scroll through all the existing users.


 ITC Access Mode

ITC Access Mode MUST set for all users.

The possible access modes are:

No Access	Has no access to ITC, may be assigned calls and receive Email or Faxes
On Line	Regular user, activities controlled by Security Group
Only Bound Remote	Member of external company, no On Line or Web access
Only Web Based	May initiate new issues via the Web
Email Access	May add descriptions to existing issues, may reassign or close issues assigned to them

The maximum number of allowed On Line, Web and Email users are specified in your ITC contract.  ITC will not allow the System Administrator to add more than the maximum contracted users to any of these modes.  There is no limit to the number of No Access or Only Bound Remote users.

Any issue assigned to a user who Access mode is Web, Email, or No Access will be automatically accepted.  Normally the user must either manually accept the issue assignment in ITC (which they can not since they do not have On Line access) or have the Escalation Manager accept then assignment when it receives the return receipt form the assignee Email system (but return receipts are not reliably generated with Internet Email).


 Web Access

Users with Web Access may NOT log into ITC.

Web Access users may only initiate new issues via the Internet.

To initiate new issues, a Web Access users must supply:

their UserID,

either personal or Corporate password,

optionally an external tracking ID

a description of the item to be tracked.

The user will be notified by the Escalation manager via email when the new issue is logged into ITC.

Web access also provides Email Access

On Line users are automatically granted Web and Email Access


 Email Access

Email Access users may add descriptions to existing issues, or reassign or close issues assigned to them by replying to an Email notification received from ITC.

To add a description to an issue the user:

reads the ITC notification in their mail system

chooses the “Reply” option in their mail system

types in the desired description

“sends” the reply

To reassign an issue the user:

reads the ITC notification in their mail system

chooses the “Reply” option in their mail system

types the word DONE

optionally types in the desired description

“sends” the reply

If the issue is not currently assigned to the user, the issue will NOT be reassigned, but the new description (if any) will be added to the issue along with a notation that the Email User wished to reassign the issue.

If it is currently assigned to the user, it will be reassigned to the assignee of the prior phase.

To complete or close an issue the user:

reads the ITC notification in their mail system

chooses the “Reply” option in their mail system

types the word COMPLETE

optionally types in a resolution

“sends” the reply

If the issue is not currently assigned to the user, the issue will NOT be closed, but the resolution (if any) will be added to the issue along with a notation that the Email User wished to complete the issue.

If it is currently assigned to the user, it will be marked as closed.

If a resolution is entered, it will be added a description to the last phase and labeled as a proposed resolution.

On Line and Web users are automatically granted Email Access


Notifications (Phone, Fax, Email; Disk)
 Notifications (Phone, Fax, Email)

Notifications are used to send all information about inquires, such as assignment, status changes, or completion. Notifications are also used to distribute scheduled reports.

ITC will track any number of notification methods.  Each user has 7 default notification methods:

Email address

Business Phone

Assistants Phone

Home Phone

Business Fax

Business Beeper

Local Printer

The Home Phone number is private, the other 6 notification methods are public and may be included in reports, Emails, or screen displays.

An Email address or fax number should be set up for every user, otherwise ITC will not be able to communicate with that user.  The Email address is the default notification method used by ITC to tell users about issues.

It is very important to correctly enter notification addresses.  ANY mistake in the address will result in lost notifications.

The Escalation log will display any failed notifications.  The system Administrator should review this log daily for any problem or failed notifications.

The System Administrator may define additional notification methods.

The default notification will be used when more than 1 notification method has been entered.

For the Print and Disk mediums, the Provider information must be set up by the System Administrator.  The specified disk or printer locations MUST be visible to the Escalation Manger, since the Escalation Manager will write the information to those destinations.

The highest Display Order notification method will be tried first when notifying about an issue, if that notification fails other notification methods will be tried in descending display order sequence.


Notification Profiles/Templates

Notification Templates are set up per user.  The User Notification Profile Screen can be reached two ways.  A user can go through a right mouse click on the toolbar and select Administration - Configurations - Per User Notification Profiles.  The other way to get to the templates is through the Set User Notification Profiles button on the Notification Tab in the User Preferences function.

Once in the User Notification Profile screen, there is a field with all of the user names and six tabs of items upon which users can be notified.  The tabs are:

Product	When an issue is associated with the specified product, the specified user will receive all of the appropriate specified notifications.

Affiliated Company	When an issue is associated with the specified affiliated company, the specified user will receive all of the appropriate specified notifications.

Originator	When an issue is associated with the specified originator, the specified user will receive all of the appropriate specified notifications.

Area	When an issue is associated with the specified area, the specified user will receive all of the appropriate specified notifications.

Priority	When an issue is associated with the specified priority, the specified user will receive all of the appropriate specified notifications.

Type	When an issue is associated with the specified priority, the specified user will receive all of the appropriate specified notifications.

The user selected in the user name field is the user who is going to be notified.  All of the tabs have the same list of Notification Options check boxes that indicate when the selected user is going to be notified


 User Preferences

User Preferences are set per user.

The function is accessed through the drop down menu with a right-mouse click on the toolbar.

When the User Preferences function appears, there are four tabs:

Preferences Tab	Preferred Defaults and User Sort Modes

Start Mode Tab	Controls Startup Controls

Style Tab	Controls the Font in the application

Notifications Tab	How and How Often the User wants to get notified

System Administrators may change any users profile.


 Preferences Tab

When the function first appears, it is positioned on the first of four tabs, the Preference tab.  This tab contains the preferred company, product and group.

These are the default preferences that the user wants to appear when positioned on certain screens.  For example, when the user goes into the Company Information screen, the information of the user’s preferred company defaults into the fields on that screen.  When the user goes into the Issue Functions screen, the user’s preferred product will default into the product field.  This is helpful when the user has one primary product against which most of his or her issues are logged.

The two fields at the bottom of this tab are the User Selection Mode and the User Sort Mode.  These two fields control how user names are displayed in User Combo Boxes

The “View Grids After Search” check box at the very bottom of the tab changes how issues are going to be viewed after a search.  By default, issues are viewed in the main issue header screen.

If the box is checked, when a search is done, the returned issues will be viewed in grid format.


Start Mode
 Start Mode Tab

There are five check boxes on the Start Mode Tab:

Only Show New Notices When Starting

When this box is checked, only new notices will be displayed when ITC is started.  If there are no new notices, the ITC will go straight to the Issue Functions screen at startup.

The next few check boxes are to specify which issues to automatically display when the user goes into the issue functions screen.  (These will only work if the “Only Show New Notices When Starting” check box is checked.  However, this box gets checked automatically when one of the three boxes is checked off)

All my unaccepted issues

When the user enters the issue screen, all of the issues assigned to that user that have not yet been accepted will appear on the screen.

All my Open Issues

When the user enters the issue screen, all of the issues assigned to that user that are open will appear on the screen.

All my Follow Up Issues

When the user enters the issue screen, all of the issues assigned to that user that have a follow up date will appear on the screen.

The last check box on the Start Mode Tab is the “Start Issue Form in Search Mode” box.  When this box is checked, the issue form will default to start in Search Mode each time the user enters the Issue Functions screen.


Style and Fonts
 Style Tab

The Style tab controls which font the application will use.

The default font is MS San Serif 8

While users may customize their font for display purposes, be aware that changing the font size and font type will change how the screens display data and names of data fields.

Be sure to verify you are comfortable with any font change.

Therefore, it is not recommended that the font be changed.


Notifications Tab (User Preferences)
 Notifications Tab

The Notifications Tab has two fields on it that control how and how often a user will get notified.  The notification field has three options.

1.	Standard Notification.  When the user is assigned a call or is otherwise notified, a mail message will be sent that contains a brief summary of the call and why it was sent to the user.

2.	Long Notification.  When a user has specified Long Notification, a mail message will be sent that contains a brief summary of the call, and also contains a file that displays all of the phases of the issue from beginning to end in a report format just as it would if the issue was printed.

3.	No Notification.  If the user does not want to be notified in any way, this is the option that he or she should choose.  However, if the user does not accept an issue in a timely manner, it will get escalated away.  Therefore, if the user chooses No Notification, it would be advisable to periodically check to make sure nothing has been assigned to him or her.

The “Badger factor” controls how many time ITC alerts a user about an event, for example a failed SLA.  The default badger factor is 1.  If it is set to 3, ITC will notify the current assignee daily for 3 days that the SLA has failed.

The button “Set Notification Profiles/Templates” allows users to establish notification profiles to be notified about new issues or changes to existing issues based on user specified criteria.

The person responsible for an important client may set up a notification profile to alert them any time an issue for that client misses its scheduled due date, so that they may proactively follow progress with that client.


User Combo Boxes

User Combo Boxes allow the user to display the list of users in a variety of ways.  Names can be listed in alphabetical order across all companies, groups and departments, or they can be separated by company, group or department.

There are two ways of changing how the names are displayed.  One way is through the User PreferencesUSER_PREFS.  If the User Selection Mode is changed in the User Preferences, the changes will remain in all of the user drop down boxes throughout the application until they are changed again in the User Preferences.  The other way to change them is through a right mouse click on the user drop down box when it is “dropped down”.  When the box is dropped down, a right mouse click will bring up a menu of all of the options for how to display the names.  However, changing the preferences this way is only temporary and will only change it for as long as the box is kept dropped down.  Once the box is closed, the Selection Mode will go back to the setting specified in the User Preferences.


Adding a New User

From Drop Down Menu: Administration - Users Information

The following is a step by step process for adding new users.

Corporate Information Tab

1. 	Enter the User’s First Name, Middle Initial, and Last Name in the boxes provided.

1. 	Enter the User’s User ID.   The Standard User ID for all users is the First Initial and Last Name all as one word.  (The User name and the User ID default into caps and that is how they are displayed everywhere in the application)

1. 	Select a Security Group from the list in the drop down box in that field.

1. 	Select a Confidentiality Level from the list in the drop down box in that field.

1. 	Select a Work Group from the list in the drop down box in that field.  The only Work Group in the system as of the writing of this document is OPS, so, if it applies to this user, select it.  If not, leave it as No Work Group.

1. 	Select an ITC Access Mode.

1. 	Select the Company of the User.  Selecting the company will fill in the fields on the Personal Information Tab.  It will also default the confidentiality level to be a zero if the company is an outside company.  If it is the registered company, the default confidentiality level will be a one.  The list of Departments will also change when the Company is changed because Departments are company specific.

1. 	Select the Department that the user will be assigned to.

1. 	Enter a Position or Title for the user.  This is the employee’s position within his or her company or the title given to him or her within the inter-company relationships.

1. 	The External ID is for database transfers and importing users or information on users from other systems.  If you are adding new users manually, an external ID is unnecessary.

1. 	The Start Time and End Time default from the start/end times from the company record.  These can be changed and will be displayed on an F7 when positioned on the user’s name so that calls will not be assigned to them at inappropriate times.

1. 	The Termination Date is the last date that the user is an employee of the company.

1. 	If the user is going to need to log in to the system, then a Password should be entered and verified.  If the user is not going to be logging in to the system, then there is no need to have a password.  For example, people at SunGard need no password because they are only receiving email from the system, they are never actually logging in to ITC.

1. 	Open the “Personal Information” tab on the User Information screen.  Most of this information is defaulted from the company record when a company is specified for the user.  However, all of the information on this tab can be modified.  Location is the one field on this tab that does not default.  A location can be a branch office, a campus location, 12th floor, etc.

1. 	Open the Notifications tab and fill in any available information.  All phone and fax numbers, email addresses and other contact mediums and addresses are stored in the Notifications Tab.  Check with your system administrator on the format for how to store email and printer addresses.

1. 	The user is now set up and can be given responsibilities within ITC.


 Issues

The Issue Log activity enables users to maintain a record of issues ranging from questions to critical issues.  Specific data about the issue, product, priority, and status is entered on this screen.  Display, edit, and search capabilities are extensions of the Issue activity.

The following topics are associated with this activity:

Adding a New Issue	Log a new issue

Adding Additional Descriptions	Add more descriptive text to an issue

Accepting an Issue	Modifies the status of an issue to ‘Accepted’

Assigning an Issue	Assign an issue to a user

Completing an Issue	Close out the issue

Displaying an Issue	View the details of an issue

E-mail Issues	Process issues through E-mail

Modifying an Issue	Change the data on the issue

Reporting Issues	Create a report of issue data

Saving Issues 	Save the issue log record

Search Features	Search features by text and/or entry field

Selecting an Issue	View the details of an issue(s)

Service Level Agreements	Adding and Processing of SLA’s

The File menu for Issue Log has the following commands:

New and Copy Header Info	Copies the existing field entries of the current issue header

Expand Description	Description field fills whole screen (F8)

The Actions menu has the following commands:

Show Expanded Info	Gives additional details on selected fields (F7)

Show Maintenance Phases	Displays behind the scenes issue modifications

Show Total Hours on Expanded Info	Controls how times are displayed

Add User Contact	Add a user on the fly

The Views menu has the following commands:

View my Unaccepted Issues	Display any unaccepted issues assigned to me

View my Open Issues	Display any open issues assigned to me

View my Issues requiring Follow Up	Display any of my issues with follow up dates

View my relationships	Display any issues where I am responsible for the affiliated company

View current assignee’s relationships	Display any issues where the current assignee is responsible for the affiliated company

View current assignee’s Follow Ups	Display any issues with follow up dates


 Adding Issues

To add a new issue:

If not currently in Issues, select the Issue activity

If already in issues, click on the “New” icon

Select the desired Product from the “Product” combo box

Select the appropriate Area from the “Area” combo box

If you do not know the proper Area, choose “No Assigned Area”

Select the appropriate Sub Area from the “Sub Area” combo box

If you do not know the proper Sub Area, choose “No Assigned Sub Area”

Your user ID will be defaulted into the “Who Found” combo box, but you may select any other User or Work Group as the Who Found ID.

Select the appropriate Priority from the “Priority” combo box

Select the appropriate Rank from the “Rank” combo box

Select the appropriate Type from the “Type” combo box

Select the appropriate Status from the “Status” combo box

The owner of the selected area will be defaulted into the “Who Assigned” combo box

You may override the default assignee and assign the issue to any user or work group

If this issue is related to an existing ITC issue, enter the Related Issue’s tracking number in the “Related Problem” box

If this issue is related to an existing issue in a system other than ITC, enter the foreign systems tracking number in the “External Number” box

When Found defaults to the current date.  If the problem was found on a different day, enter that date into the “When Found” box

Reported Rev defaults to the version of the selected Area.  If that version is wrong, enter the correct version in the “Reported Rev” box.

The company of the “Reported by” user will default into the “Affiliated Company” box.  If the problem was presented to you by someone from a different company, their company should be entered as the Affiliated Company.

The Extended Info tab is used to track information that might not be used on every issue such as estimated and actual times, required dates, etc.

The Notification tab is for specifying additional notifications to be added to the existing default notifications.

Enter a short description or title of the issue in the Abstract text box.  This data is limited to 80 characters.  The abstract is indexed for use in Selecting an Issue(s)

Enter a full description of the issue in the “Description” box.  This description should be a complete explanation of the issue.  This description may be changed at any time in the future.  You may append additional information or clarification at any time.

You may begin entering the resolution if you already have that information, or you may leave the resolution blank until a later time.

Once all data has been entered, click on the “Save” icon to write the issue to disk.

When an issue is saved, the assigned user receives electronic notification of the assignment.


 Accepting Issues

Any issue that has been assigned to you must be accepted.  If you do not accept the issue, the escalation manager may escalate the issue to other people in your company.

To accept an issue:

1. read your E-mail informing you that an issue has been assigned to you

or:

1. select the issue.

2. click the “Accept” button.  A left mouse click will accept the issue but will not save it so that it must be manually saved, whereas a right mouse click on the Accept button will not only accept the issue but save it as well

or:

1. select the issue.

2. position to the last phase record for the issue

3. position to the “Accepted” column

4. enter the date you accepted the issue (default date is today)

5. save the issue

When you accept the issue you should also enter in the estimated hours, cost, and completion date if you know them.  If you require more time to determine this information, you may always fill them in later.

You may not reassign the issue to another user until you have accepted the issue.

If you delete the E-mail informing you of a newly assigned issue without first reading the mail, the issue will be automatically escalated to the next level in your company.


 Modifying Issues

To add to or modify an issue:

Select desired Issue

If modifying “header” information, including the abstract, make the desired changes to the text or combo boxes.

Note: Some of the boxes on the Issue Header are going to be grayed out which means that the current user does not have the authority to change it.

The resolution and good description of the issue may be modified as often as required.

You may NOT modify Priority, Rank, Status, or Assigned User as header information.  These fields must be changed at the phase level.  Type may be changed at the Issue level.

If modifying phase information, display the Issue Grid

Select the desired phase

Enter the desired changes on the phase grid

To view all of the phase information you will need to scroll the phase grid to the right by clicking on the right scroll arrow.

When satisfied with the modifications, click on the “Save” icon to write the issue to disk.

In general you may not make changes to a phase prior to the current phase.

You may however, change any 0 or blank field in an existing phase THAT WAS ASSIGNED TO YOU, to a non 0 or blank value.  This is useful for entering in actual number of hours worked on a phase or the actual cost or delivery date.

You may never change an existing Accept date.

You may not change data for a phase that was not assigned to you.

For the current phase (if assigned to you) you may change everything except the Assigned date and the assigned user.


 Assigning Issues

When you are finished working on your assigned phase of an issue you may assign the issue to another user or Work Group for further work.

To assign an issue to another user:

Select desired Issue

Display the Issue Grid

Position to the last (blank) row of the Phase grid

Click on the “Status” drop down box in the last (blank) row of the Phase grid & select the desired status

The rest of the row will be filled in with default values

Click on the “Assigned User” drop down box in the last (blank) row of the Phase grid & select the desired assignee

Make any other needed changes to the Phase row

When satisfied with the new phase, click on the “Save” icon to write the changes to disk.

When an issue is assigned to a new user, that user receives electronic notification of the assignment.


 Adding Descriptions to an Existing Issue

Existing phase descriptions may never be modified.

You may add as many additional phase descriptions as desired.

To add an additional phase description:

Select desired Issue

Display the Issue Grid

Click on the “Show” column on the desired phase

Existing descriptions for the phase are displayed in the left hand window.  You may enter a new description in the right hand window, labeled “New Description”

Enter additional description of the issue in the “New Description” box.  You may not change this description once saved.  You may append additional information or clarification at any time.

The default Confidentiality Level for a description is 0.  If the new description contains sensitive information, it should have a higher Confidentiality Level.

When satisfied with the new description, click on the “Save” icon to write the issue to disk.


Completing an Issue
 Completing Issues

When all work is finished for an issue, the issue should be completed.

To complete an issue, Select the desired Issue, and add a new phase.

The Status of the new phase MUST be “Completed”.

There is also a Resolve button that can be used to complete the issue without having to go into the grids.  This button makes completing many issues much faster.

Once an issue has been completed, no more changes may be made to that issue.  However, a System Administrator may still modify a completed issue, in case some modifications are required.

Completed issues are generally excluded from most reports and on-line searches, unless specifically requested to be included.

To work with an existing issue it first must be selected.

The easiest way to select a single issue is to enter the issue number into the “Issue #”  box and then either click the “Load” icon or select “Load” from the file menu.

If the specified issue exists, it will be loaded into the Issue grid.  The upper portion of the issue grid lists the summary information about the issue.  The lower portion lists all of the phases of that issue, in date time order.


 Selecting by Issue Number

The summary description of the issue is displayed between the two grids.

Once the issue has been loaded, it may be modified, printed, or just viewed.


 Selecting Issues

To work with an existing issue it first must be selected.

A issue can be selected by Issue number or by a variety of other criteria.  To begin the selection process click on the “Load” icon.  A series of check boxes will appear beside all of the issue input boxes and a “Search” button will appear on the toolbar.

To select all issues for a product, select the desired product from the Product combo box. Notice the check that appears beside the Product combo box, this indicates that Product is one of the search criteria.  Now click on the “Search” button.  All open issues for the selected product will be loaded into the Issue grid for your use.

The Display Only box at the right of the issue screen controls whether the search returns only open, only closed, only pending, or all issues in the search.  The default is for it to only return open issues.

This process may be repeated for any of the issue topics.

You may also search using key words.  Enter a key word into the “Enter Search Criteria” text box, then click on the “Search” button.

You may use the wildcard character “*” for any key word searches.


 Searching

Issues can be found using keywords.  To locate an issue using keywords, enter a keyword or words into the “Search Criteria” text box, then click on the “Search” button.

You may use the wildcard character “*” for any keyword searches, though you must include at least 1 letter prior to or after the “*”.

If any Search check boxes are marked, they will be “ANDed” into the keyword search. If no Search check boxes are marked, the search will be based solely on the keyword criteria.

If more than one keyword is entered into the Search Criteria box, by default the keywords will be “ANDed”.

You may explicitly OR the keywords by using the literal “or” in the Search Criteria box.

The search string “TAX EBT” will be treated as though “TAX and EBT” had been entered.  To retrieve any issue that contains either TAX or EBT, enter “TAX or EBT” in the search criteria box.

Parentheses may be used to clarify complex search request.  For example (CREDITS and (TAX or EBT)) will retrieve issues that contain either TAX or EBT AND also the word CREDITS.

There is a check box that becomes active when the Search button is activated called “ReUse Last Search”.  This function allows a search to be narrowed down from a previous search that returned too many calls.  For example, if a search on all of the calls assigned to a certain user turned up too many calls, the “ReUse Last Search” function could be employed and other parameters can be added to the search.

More specific searches can be done using the Extended Searching Tab on the Issue Functions screen.  The tab becomes accessible when a Search is initiated.


 Displaying Issues

There are 4 basic modes for displaying issues.

1. 	View by Issue Header

1. 	View by Issue Grid

1. 	View full Issue description

1. 	View descriptions by Phase

By default all selected calls are displayed in mode 1.  You may change the default view in the User Preferences.  Check the “View Grids after search” on the “Preferences” tab.  If this box is checked, by default all selected calls are displayed in mode 2.

To view the all of the descriptions associated with an issue you must double click on the desired issue in the issue header grid.  If multiple issues are displayed, you may then move through the issue description one at a time by using the arrow keys or the mouse to change rows in the issue header grid.

To view the descriptions associated with a specific phase you must double click on the status portion of the desired phase in the phase grid.  You may then move through the phase descriptions one at a time by using the arrow keys or the mouse to change rows in the phase grid.  While viewing phase descriptions in this mode, you may also add new phase descriptions.

To view the all of the phase descriptions for a particular issue, click on the Details tab at the bottom of the main issue screen.  This will display all of the phase descriptions from the issue as well as the maintenance phases if they are selected to be displayed.


 Reporting Issues

Individual issues can be printed out into a report format from the main issue screen by pressing the print icon or by selecting the print function from the File menu.  This will send a formatted form of the issue to the default printer.

Multiple issues can be reported through the reports function.  Click here for a complete list of all current reports.


 Saving Issues

To save an issue or to save changes made to an issue, click on the “Save” icon, or select “Save” from the file menu.

You must save an issue for the information to be entered into the system.

You should “save” at the completion of all information about a new issue, or after any changes to an existing issue.

If a problem occurs during the save process a message will be displayed.  If the problem persists, note the error message and contact Technical Support.


 Add a User Contact

Occasionally, while logging an issue, a desired user may not be found in the database, because

the list of users for ITC may not always be current or a new prospect may call on the phone.

If the person to whom you need to assign an issue is not in the data base, they may be added on the fly by selecting the “Add a User Contact” from the Actions menu from the Issue activity.

This menu selection will display an abbreviated version of the user activity.  When adding a user on the fly you may not specify the Security Group or a password.  If the user you have added will be an active ITC user, the System Administrator will need to set these fields before the user can log into ITC.

After adding the user you will be automatically returned to the field in the issue activity in which you were positioned before selecting the “Add a User Contact” menu option.

The added user is immediately available for use as the assigned or originating user.


Set Date Range for Search
 Set Date Range

To limit issue searches by a date range:

Go to the Extended Searching tab (after ITC is in Search Mode)

Enter the date range into the “Issue Found“ or the “Issue Modified“ field

Make any other desired search settings

Click “Search” to initiate the search

When back on the Basic Info tab, the Found Date will toggle the text in the When Found field to read “Date Range” to indicate date range checking is in effect.  This only occurs if a date range has been set in the “Issue Found” field.  If a date range has been set in the “Issue Modified” field, then the ‘When Found” field on the Basic Issue tab will not be checked.

If “Date Found” is included in the search, the Search Date Range remains in effect until you exit the issue function or click on the “New” icon.  However, a right mouse click on the Search button will not refresh the dates for the new search.  A left mouse click on the Search button resets those dates.


View My Unaccepted Issues
 Display My Unaccepted Issues

To view any unaccepted issues assigned to the current user:

select “View my Unaccepted Issues” from the “View” menu

ITC will only display issues that are assigned to the current user that are currently unaccepted.

These issues are available for viewing and/or modification based on the user’s security group.


 View My Open Issues

To view any open issues assigned to the current user:

select “View my Open Issues” from the “View” menu

ITC will only display issues that are assigned to the current user that are currently open.

These issues are available for viewing and/or modification based on the user’s security group.


View by Follow Up Date
 Display My Issues by Follow Up Date

To view any currently assigned issues that have follow up dates:

select “View my Issues Requiring Follow Up” from the “View” menu

ITC will only display issues that are assigned to the current user.

All issues currently assigned to the current user that have follow up dates will be displayed, based on your selected issue viewing mode.

These issues are available for viewing and/or modification based on the user’s security group.


View My Relationships
 Display My Relationships

A person who is listed as the “Owner” or “CoOwner” of a company, in the company Form, has is responsible for the ITC relationship with that company.

An easy way for the relationship manager to track issues associated with all of their relationships is to view any outstanding issues with those companies.

To view any issue that belongs to companies where the current user is the Owner or Co-Owner:

select “View my Relationships” from the “View” menu

ITC will only display issues that belong to companies where the current user is the Owner or Co-Owner.

These issues are available for viewing and/or modification based on the user’s security group.


View Relationships
 View Current Assignee’s Relationships

A person who is listed as the “Owner” or “CoOwner” of a company, in the company Form, has is responsible for the ITC relationship with that company.

An easy way for the relationship manager to track issues associated with all of their relationships is to view any outstanding issues with those companies.

To view any issue that belongs to companies where the current assignee is the Owner or Co-Owner:

select “View Current Assignee’s Relationships” from the “View” menu

ITC will only display issues that belong to companies where the current assignee is the Owner or Co-Owner.

These issues are available for viewing and/or modification based on the user’s security group.


View by Follow Up Date
 View Current Assignee’s Issues by Follow Up Date

To view the current assignee’s issue that have follow up dates:

select “View Current Assignee’s Issues Requiring Follow Up” from the “View” menu

ITC will only display issues that are assigned to the user displayed in the “Assign to” field at the time the function is used.

All issues currently assigned to that user that have follow up dates will be displayed, based on your selected issue viewing mode.

These issues are available for viewing and/or modification based on the user’s security group.


Extended Information
 Extended Information Tab

The Extended Information tab is used to track information that might not be used on every issue such as estimated and actual times, required dates, etc.

The features on the Extended Information Tab include:

Use urgent notification for new assignee	Uses urgent notification method for notifying the user an issue has been assigned to them.

Must Accept Issue within:	If the assigning user enters a time into this field and the assigned to user does not accept the issue within the specified time, the assigning user will be notified of the delay.

Must Complete Phase/Issue by:	If the assigning user enters a time into this field and the assigned to user does not complete the issue or phase within the specified time, the assigning user will be notified of the delay.

Scheduled Rev	This is the estimated version that will contain a fix to the problem described in the issue.

Estimated/Actual Time and Cost	The user can enter an estimated time and cost for each phase to give others an idea of how long the phase will take and how much it will cost.  An actual time and cost can also be entered when these numbers are known.

Estimated/Actual Start and End Dates	The user can also enter estimated start and end dates for each phase.  Actual dates can be entered when they are known.

Follow Up Dates	A Follow Up Date can be added to each phase of the issue.


 Notification Tab

The Notification Tab lists all of the notifications that are sent out to different users and why those users were notified.  At the very least, there will be two default notifications on a new call.  The originating user will have a notification set up to notify that user when the call is completed (On Completion) and the “Assigned to” user will have a notification because the call is assigned to that user (On Assignment to self)

Other Per User Notification Templates can be set up through the user information screen or through the user options function.  If there are Per User Notification Templates set up that are applicable to the issue being logged or changed, these notifications will be displayed in the Notification Tab.

These notifications can also be set up per issue.  To do so, select the user to be notified from the User List and add the name to the list.  Highlight the user name in the “Users who receive notifications” box and check off the check box for the appropriate criteria under which the user should be notified.


 E-mail Issues

With an e-mail interface into ITC, authorized front office, back office, external agents, new employees and even customers can initiate new issues into your ITC database.  This gives many people the benefits of ITC without the need to install or incur the cost of the application on every desktop.  Users of the e-mail interface will have the ability to initiate issues through a form in their e-mail application.  Users will also have the ability to update and close issues through normal mail in their e-mail application.

The form is based on popular e-mail solutions such as Lotus Notes and Microsoft Outlook. Since virtually everyone is familiar with completing e-mail forms, no training or special software installation is ever required.  New external agents can be set up quickly by merely mailing them the form with the appropriate loading instructions.


 Initiating E-mail Issues

To initiate an issue through e-mail, open the E-mail application (Microsoft Outlook, Lotus Notes, etc.)  that contains the form and bring up the form.  Most of the fields in the form will have a default selection and some forms may require that certain selections are made before the mail will be sent.  Once all of the selections have been made and all data has been entered, send the e-mail as you normally would through the application.  This will initialize a call in the ITC database.  When the issue is initiated in the ITC database, a return e-mail is sent back to the originator that informs the originator that the call has been successfully added to the database and gives the originator the number that has been assigned to the issue in ITC.  The level of detail that this return e-mail will show is based on the type of Notification that the user is set up to receive in ITC.


 Updating E-mail Issues

To update an issue through e-mail, simply reply normally to the latest e-mail relating to that call.  Any new information from an external user will be assigned to the prior owner at the registered company.  To add new information, enter the text in the reply and, if the issue is assigned to the external user, the new entry will be added into the details of the current issue.  If the issue is assigned to the user at the registered company, a new phase will be entered and the text will go into the details of the new phase.

To notify the ITC user that the call is completed on the e-mail end, type the word “Done” into the first line of the reply message.  This will not complete the issue, it will only inform the ITC user that there is nothing left to be done on the e-mail end. Text can be entered after the first line and that text will be entered into the current phase of the ITC issue.

The external number can be changed through the e-mail form as well.  On the first line of the reply message, type “Incident:” and then enter the number.  Text can be entered after the first line and that text will be entered into the current phase of the ITC issue.

External Users can also update calls even if they do not have an email address to return.  By typing the word “Incident” followed by a space and the ITC issue number into the first line of an e-mail, a user can add text to a call or change the external number.  This is what is known as a blind reply.


 Completing E-mail Issues

Issues can be completed through the E-mail Interface by typing the word “Completed” or the word “Complete” on the first line of the reply e-mail.  Text can be entered after the first line.  That text will be entered into a new phase of the ITC issue.


 Extended Searching

More specific searches can be done using the Extended Searching Tab on the Issue Functions screen.  The tab becomes accessible when a Search is initiated.  The following search features are available when the Extended Searching screen is enabled:

Responsible Person	This feature will return issues assigned to the user who actually entered the call into ITC.  (This is not necessarily the same as the Who Found user)

Products in Company	This feature allows a search to be done for issues associated with more than one product in a company.

Found by in Company	Allows searches on issues originated by any user in a specified company.

Assign to in Company	Allows searches on issues assigned to any user in a specified company.

Found by in Work Group	This feature searches on issues originated by all of the users in a specified work group.

Assign to in Work Group	This feature searches on issues assigned to any of the users in a specified work group.

Found by in Department	This feature searches on issues originated by all of the users in a specified department.

Assign to in Department	This feature searches on issues assigned to any of the users in a specified work group.

Issues may be searched on by Date Ranges using the Issue Found and the Issue Modified functions.  To utilize these features, enter a start date and an end date into either field and run the search and ITC will return all issues based on the dates entered.  These functions will also work with just a Start Date or just an End Date.

The “Limit Search to:” field sets the maximum number of calls that the search will return if a very non-specific search is done.  The limit can be changed to more or less than the default of 1000 issues.

If checked, the “No SLA Completion Date Defined” function will return all issues that do not have an SLA Required Date specified.  These are issues that have an SLA with a negotiable Required Date.


 SLA Processing

Increasingly, rewards and penalties are accruing to vendors in their ongoing relationships with their clients based on the levels and responsiveness of the service being provided.  These are commonly referred to as Service Level Agreements, or SLA’s.

Service Level Agreement Performance (success rate to established standards) is a management tool frequently used in relationship meetings.  While the client/vendor relationship usually exists between two companies, it is becoming increasingly more common between groups within a single company.  Front office client relationship managers are negotiating service level standards with their back office, operational support groups.

Tracking Service Level performance, whether formally negotiated or informally self-imposed departmental standards provide management with metrics to quantify overall performance of their organizations and departments.  It frequently identifies trends which may need attention.

Many organizations are now using Service Level Performance as a basis for staff and management compensation.

Service Level Reporting in ITC

Service Level Reporting in ITC is a by-product of normal Issue tracking.  SLA rules define calculation of the date that an item is to be completed by as required by the Service Level Agreement.  This is determined by the intersection of a matrix consisting of the following:

ü	Companies

ü	Products

ü	Product Areas

ü	Priorities

ü	Rank Orders

ü	Types

Since SLA’s are frequently negotiated, ITC supports having different SLA’s for each customer/vendor relationship for a given product.  If you are a vendor, such as a software vendor, ITC will track the negotiated SLA’s for each client.  If you are a provider of financial services, each customer may have negotiated SLA’s, which ITC can track as well.

To Set Up SLA’s


SLA Setup
 Setting up the SLA Rules

(Administration – Configurations – Maintain SLA Rules by Company)

The first step to setting up Service Level Agreements is to set up the SLA Rules.  Different types of problems may call for different amounts of time required to meet SLA requirements.  If so, there would be a need for a few different SLA Rules.  For example, an issue that is a priority one may have to get solved within a day or two, whereas other less urgent issues like a priority three may get four or five days to be completed and therefore would need a different SLA Rule.

First, pick the product in the upper left corner.(You will have to pick the product’s company first)  Then, in the upper right corner, pick the company with which the Service Level Agreement will be.

Once the product and companies have been selected, the top border of the grid will be filled in with red.  If the top border is blue, then there are already rules set for this combination of product and companies.  Existing rules can be modified, deleted or added to.  If the grid is red, then there are no existing rules and the grid will already be filled in with five default rules.  These default rules can also be modified, deleted or added to.  The fields for the rules are described below:

SLA Rule Name	Meaningful text to your organization for identification purposes.  Reporting can be based on the rule applied for the SLA.

Response Time	Used in conjunction with clock mode, split time, and weekends to project when an item should be completed to meet the SLA agreement.

Clock Mode	Used to determine when the business hours of a company begin and end.

Split Time	Some SLA’s have rules that, if received by an agreed to time, the item is due today but, if after that time, it is due tomorrow.

Weekends	Special processing rules for items that would normally require a weekend or holiday completion.

Mode	Determine type of SLA.

Display Order	Identifies order to list choices in a drop down box.  Display Order can be changed at any time

Once all of the fields have been filled in correctly for all of the SLA Rules, save the rules using the Save key at the top of the screen or the Save function in the File menu.

After the SLA Rules have been setup, the defaults for the Product Areas need to be set so that the SLA’s default correctly when the proper criteria has been selected in an issue.

To Set the Service Level Agreement Defaults


Modifying SLA Rules
 Modifying an SLA Rule

To modify an existing SLA rule or to overwrite a default rule, simply type over the existing information and fill in any blank fields.  When all changes have been made, save by using the save key or the Save function in the File menu.


Deleting SLA Rules
 Deleting an SLA Rule

To delete an existing SLA rule, right mouse click in the gray box just to the left of the SLA Rule name of the rule to be deleted.  This will highlight the whole rule in blue.  Press the delete key on the keyboard or use the Delete function from the File menu.  When all deletions have been made, save by using the save key or the Save function in the File menu.

SLA Rules can not be deleted if they have not been saved.  Even the default SLA Rules can not be deleted if they have not been saved already.

There must always be an SLA Rule with the Mode of “Negotiable” and one SLA Rule with the Mode of “Exclude”.  The application will not let a set of SLA Rules be saved without both of these rules being present.


Adding SLA Rules
 Adding an SLA Rule

To add a new SLA rule to a new set of rules or an existing set, type a new rule name into the empty field at the bottom of the SLA Rule Name column.  Most of the other fields will be filled in with default information.  Over write this information if necessary and fill in the blank fields. When all additions have been made, save by using the save key or the Save function in the File menu.


 SLA Rule Response Time

The SLA Response Time is the time that an SLA has to be completed.  Each SLA Rule will have a response time that is usually unique to that rule.  The Response Time is usually entered in DD,HH,MM (Days,Hours,Minutes) format.  For example, three days, six hours and thirty minutes would be entered as 3d,6h,30m.

Deadlines such as the end of month or end of week can also be entered into the Response Time field.  The following abbreviations can be entered in place of a DD,HH,MM format.

EOD	End of Day

EOW	End of Week

EOM	End of Month

EOQ	End of Quarter

EOY	End of Year

EOX	End of Decade

EOC	End of Century

EOL	End of Millennium

These limits can also be used in conjunction with the DD,HH,MM mode.  The abbreviation is entered at the end of the normal DD,HH,MM date.  For example, ten days, five hours and 30 minutes or end of month would be entered as 10d,5h,30m,eom.  With this as the Response Time, the SLA will be required in either ten days, five hours and 30 minutes from when it was initiated, or on the last day of the month, whichever comes first.


 SLA Rule Clock Mode

The Clock Mode for an SLA is a setting to determine what the time boundaries are for an SLA Rule.  Some SLA’s will only be running during business hours whereas some will run all day and night.  Some rules will begin the countdown based on what time of day the issue was received.  Here are the four options for the Clock Mode:

24 Hour Day	Use 24 hrs for basis of calculation for a single day.  The SLA Response Time will be counting down whether it is during business hours or not.

Business Hours	Use only business hours, i.e. 6 hr projection received at 4:00 PM with business hours of 8-5 would be due at 1 PM the next day.  In this example, one of the six hours elapsed on the first day and the other five elapsed from 8AM to 1PM the following day.

24 Hours – Use Split	Use 24 Hour Day mode recognizing that items coming in after a given split time will not start counting until the next day.  Items coming in before the split time will start on that day.

Business Hours	Use Business Hours mode recognizing that items coming in after a given split time will not start counting until the next day.  Items coming in before the split time will start on that day.


 SLA Rule Split Time

The split time function is the time specified in the day after which calls received will not start processing the response time until the next day.  For example, if the split time is 2PM and an SLA is initiated at 11AM, the system will begin counting down the response time immediately.  If an SLA is initiated at 3PM, the response time will not start counting down until the next day.  The time will be entered in normal 12:00 AM/PM mode, i.e. 2:30PM.


SLA Rule Weekends
 SLA Rule Weekend Mode

The Weekend mode determines whether an SLA Rule keeps counting down over weekends or holidays.  There are two choices in the Weekend field.  The first option, 7 days a week, will keep the response time counting down over the weekends and through all holidays.

The second option, Only Business Days, will only count down the response time during business days.  Days marked as holidays in the Business Calendar will be counted as weekends and therefore, response time will not be counting down during those days.


 SLA Rule Mode

The mode is the type of SLA Rule.  There are three types of SLA Modes.

The first mode, Exclude, will not create an SLA.  These are for calls that meet all of the other criteria to have an SLA but do not need one.  Exclude Mode Rules will not initiate an SLA nor will they show up in the reporting of SLA’s.  All sets of SLA Rules must have a rule with a mode of Exclude.

The next mode is Normal.  This is the mode that most rules will have.  This mode will simply follow the other specifications for that rule when setting up the SLA.

The last mode is Negotiable.  A rule with a Negotiable mode allows the user to specify the SLA Required Date when the SLA is being set or to set it when more information becomes available.  The SLA Required Date is left blank when a Negotiable rule is specified and the user is prompted to set it whenever he/she is dealing with that issue.


Setting SLA Area Defaults
 Setting up SLA Area Defaults

(Administration – Configurations – Set SLA Default Rules)

The SLA defaults can be set up only after the SLA Rules for a particular product have been set.  Once in the SLA Defaults screen, there will be a Company and a Product field in the top left corner.  Pick the company and the product for which the SLA Rules were set up. Then, in the upper right corner, pick the other company with which the Service Level Agreement will be. (These two companies and the product must be the same as the ones used when the SLA Rules were set up.  If they are not the same, the rules will not be available when to enter into the grid on this screen)

There is a Type field above the grid that which allows the administrator to select whether the SLA will be applied only if a certain type is selected or if SLA’s will be applied no matter the Type.  Many companies will select to have a type of SLA so that SLA’s are only initiated if that type is selected.  This allows the other criteria that would normally spawn an SLA to be used even when no SLA is needed.  If SLA’s are desired with any type, select “All Types” in the Type field.

The first column in the grids is the list of Areas for the selected product.  Going across the top of the grid are the priorities for the product.  For each Area/Product combination, an SLA Rule must be picked that will default when those areas and priorities (along with the type and assigned user) are selected.

For some of the priorities, the SLA Rule will be the same no matter what the area.  In this instance, instead of choosing the SLA Rule for each area in a long list of Areas, the SLA Rule can be populated all the way down the column.  To do this, first select the SLA Rule in the SLA Rules field above the grid.  After selecting the rule, highlight the column to be populated by clicking on the priority header at the top of the column.  This will highlight the entire row in blue while leaving the priority field at the top in yellow.  Once the column is highlighted and the SLA Rule has been selected in the SLA Rule field, click on the Apply to All Selected Priorities or Rows button located above the grid.  This will populate the column with the selected rule for all of the areas.  The changes can be saved by using the Save button or the Save function in the File menu.

An SLA Rule may need to be populated across a row for all of the priorities of an area.  The Apply to All Selected Priorities or Rows button can do this as well.  To populate a row, select the SLA Rule in the SLA Rules field above the grid.  After selecting the rule, highlight the row to be populated by clicking on the gray box to the left of the area name.  The whole row should become highlighted in blue.  Once the row has become highlighted, click on the Apply to All Selected Priorities or Rows button.  This will fill in the rule across the entire area.  The changes can be saved by using the Save button or the Save function in the File menu.


 Code File Maintenance

All code files are maintained in this activity.

Select the desired code file from the list of tabs at the top of the screen.  The code file will be displayed in a grid format.  Any existing entry may be modified.  An entry may be deleted if it is not currently linked to any issue.  New entries may be added.  All changes must be saved using the Save icon or the Save selection from the File menu.

You may not delete all of the entries in any particular code file except Custom Captions, Report Names and Report Parameters.

It is important to realize the impact of any code file changes.  All displays and reports will use any description changes you make.

Only users with System Administration security authorization may make code file changes to any product.  Product Administrators and owners and co-owners of a particular product may make changes to Priorities, Statuses, Rank Orders, Types and Custom Captions for their products only.

The following code files are maintained in the Code File Maintenance activity:

Status	Define issue status codes

Priority	Define escalation times and levels

Rank Order	Order of importance within Priority

Type	The nature of an issue

Exclusion Words	What words aren’t included in “Search Criteria”

Country	Countries of the world

Custom Data	Unique data per product

Report Names	Catalog a new report or change its display

Report Parameters	Define default report parameters

Confidentiality Level	Adjust phase level security displays

Display Order controls the order in which the entries of a code file are displayed on this form and in any combo box in ITC.

The Actions menu has three additional commands:

Business Calendar

Import Control Totals

Modify System Options

Verify Reports


Status

Status defines the state of a phase.

Statuses can be defined per Product or they can be shared.  Use the company and product combo boxes at the bottom of the screen to select the desired product. By default, all Products use the shared statuses.  A shared code file can be differentiated from non-shared code files by viewing the Shared column in the grid.  A shared item will be marked “True” in the Shared column while a non-shared item will be marked “False”.  To remove a shared item from the menu, it must be removed from the shared record.  To remove a non-shared status from a Product, highlight the row of the desired Status and press the Delete key.  After the Status has been deleted, click on the save key on the main toolbar.

Short Description is the general display value, on the screen and in reports, for a status.

Long Description is a more detailed explanation of the status.

Action Required must be either “Always Auto Accept” or “Never Auto Accept”

“Always Auto Accept” indicates this status will NOT require the assigned user to acknowledge the assignment of the issue phase.

“Never Auto Accept” indicates this status will ALWAYS require the assigned user to acknowledge the assignment of the issue phase.

These settings are subject to the settings of the Product’s “Allow Auto Accept” flag.

If the product does not allow auto acceptance, then the phase MUST be acknowledged by the assigned user, regardless of the Action Required setting on the status.

“Default to Product Setting” is obsolete.  Its effect is the same as “Never Auto Accept”.

Status Type identifies the nature of particular status codes.  Possible settings are:

Normal	May occur as often as desired.

Initiate	May only be used once per issue to open the issue.

Closed	May only be used once per issue to close the issue unless an issue has been reopened by a user with system administration authorization.

Escalate	May occur as often as needed, indicates the phase was not accepted within the escalation time frame for the Priority of the phase record.

Shared may be True or False.  True indicates this Status is shared with other Products.  False indicates this Status is only used with this Product.

Last Mod User is the last ITC user who changed a particular Status record.  This field may not be edited.

Last Mod DT is the last date/time a particular Status record was modified.  This field may not be edited.

To view details about a particular Status anywhere in ITC, press the F7 key when you are positioned on the Status combo box.

The display title “Status” may be changed.

Your organization may find that you use a word different than Status to classify issues.  Your group might use “Action”, for example.

The display name for Status may be changed on a per product basis in the product activity.

The system wide display name for Status may be changed using the Customize tab in the Modify System Options activity in the Actions menu.

If the name for a code file is changed system wide, everywhere that code file name appeared in ITC, the new name will now appear, except in the help, the reports screen and in the two modify Status activities.

This title may be changed as often as desired.

Try to keep new titles relatively short as the display space for the titles on the ITC forms is limited.  If your new title is too long to be displayed completely, it will be truncated along word boundaries.

System Administrators may change the name of any Status whether it be per product or system-wide, shared or unique.  The owner and co-owner of a Product may only change statuses for their particular Product.  They may not change shared statuses or statuses for any other product.


Priority

Priority defines the importance of an issue.

The Priority also controls the escalation of the issue.

Priorities can be defined per Product or they can be shared.  Use the company and product combo boxes at the bottom of the screen to select the desired product. By default, all Products use the shared priorities.  A shared code file can be differentiated from non-shared code files by viewing the Shared column in the grid.  A shared item will be marked “True” in the Shared column while a non-shared item will be marked “False”.  To remove a shared item from the menu, it must be removed from the shared record.  To remove a non-shared Priority from a Product, highlight the row of the desired Priority and press the Delete key.  After the Priority has been deleted, click on the save key on the main toolbar.

Short Description	is the general display value, on the screen and in reports

Long Description	is a more detailed explanation

Escalation Time	the time in minutes before an unacknowledged issue is escalated to the next higher level

Escalation Levels	how many levels an issue may be escalated

Shared	may be True or False.  True indicates this Priority is shared with other Products.  False indicates this Priority may only be used for this Product.

Last Mod User	is the last ITC user who changed a particular Priority record.  This field may not be edited.

Last Mod DT	is the last date/time a particular Priority record was modified.  This field may not be edited.

To view details about a particular Priority anywhere in ITC, press the F7 key when you are positioned on the Priority combo box.

The display title “Priority” may be changed.  Your organization may find that you use a word different than Priority to classify issues.  Your group might use “Importance”, for example.

The display name for Priority may be changed on a per product basis in the product activity. The system wide display name for Priority may be changed using the Customize tab in the Modify System Options activity in the Actions menu.

Everywhere the title “Priority” appeared in ITC, “Importance” will now appear, except in help, the reports screen and the two modify Priority activities.  This title may be changed as often as desired.

Try to keep new titles relatively short as the display space for the titles on the ITC forms is limited.  If your new title is too long to be displayed completely, it will be truncated along word boundaries.

System Administrators may change any Priority, shared or unique.  The owner and co-owner of a Product may only change Priorities for their particular Product.  They may not change shared Priorities or Priorities for any other product.


Rank Order

By default, Rank Order defines importance of an issue within a Priority.

Rank Orders can be defined per Product or they can be shared.  Use the company and product combo boxes at the bottom of the screen to select the desired product. By default, all Products use the shared Rank Orders.  A shared code file can be differentiated from non-shared code files by viewing the Shared column in the grid.  A shared item will be marked “True” in the Shared column while a non-shared item will be marked “False”.  To remove a shared item from the menu, it must be removed from the shared record.  To remove a non-shared Rank Order from a Product, highlight the row of the desired Rank Order and press the Delete key.  After the Rank Order has been deleted, click on the save key on the main toolbar.

Rank Order	is the general display value on the screen and in reports

Long Description	is a more detailed explanation

Shared	may be True or False.  True indicates this Rank Order is shared with   other Products.  False indicates this Rank Order may only be used for this Product.

Last Mod User	is the last ITC user who changed a particular Rank Order record.  This field may not be edited.

Last Mod DT	is the last date/time a particular Rank Order record was modified.  This field may not be edited.

To view details about a particular Rank Order anywhere in ITC, press the F7 key when you are positioned on the Rank Order combo box.

The display title “Rank Order” may be changed.  Your organization may find that you do not need to classify issues by Rank Order, but do need to classify issues by some other category, by “Client ID #” for example.

The display name for Rank Order may be changed on a per Product basis in the product activity.  The system wide display name for Rank Order may be changed in the Customize tab in the Modify System Options activity in the Actions menu.

Everywhere the text “Rank Order” appeared in ITC, “Client ID #” will now appear, except in help, the reports screen and the two modify Rank Order activities.

This title may be changed as often as desired.

Try to keep new titles relatively short as the display space for the titles on the ITC forms is limited.  If your new title is too long to be displayed completely, it will be truncated along word boundaries.

System Administrators or Product Administrators may change any Rank Order, shared or unique.  The owner and co-owner of a Product may only change Rank Orders for their particular Product.  They may not change shared Rank Orders or Rank Orders for any other product.


Type

Type defines the nature of the issue.  Type provides an additional means of classifying issues.

Types can be defined per Product or they can be shared.  Use the company and product combo boxes at the bottom of the screen to select the desired product. By default, all Products use the shared Types.  A shared code file can be differentiated from non-shared code files by viewing the Shared column in the grid.  A shared item will be marked “True” in the Shared column while a non-shared item will be marked “False”.  To remove a shared item from the menu, it must be removed from the shared record.  To remove a non-shared Rank Order from a Product, highlight the row of the desired Rank Order and press the Delete key.  After the Rank Order has been deleted, click on the save key on the main toolbar.

Short Description	is the general display value, on the screen and in reports

Long Description	is a more detailed explanation

Shared	may be True or False.  True indicates this Type is shared with other Products.  False indicates this Type may only be used for this Product.

Last Mod User	is the last ITC user who changed a particular Type record.  This field may not be edited.

Last Mod DT	is the last date/time a particular Type record was modified.  This field may not be edited.

To view details about a particular Type anywhere in ITC, press the F7 key when you are positioned on the Type combo box.

The display title “Type” may be changed.  Your organization may find that you do not need to classify issues by Type, but do need to classify issues by some other category, by “Location” for example.

The display name for Type may be changed on a per Product basis in the product activity.  The system wide display name for Type may be changed in the Customize tab in the Modify System Options activity in the Actions menu.

Everywhere the text “Type” appeared in ITC, “Location” will now appear, except in help, the reports screen and the two Modify Type activities.  This title may be changed as often as desired.

Try to keep new titles relatively short as the display space for the titles on the ITC forms is limited.  If your new title is too long to be displayed completely, it will be truncated along word boundaries.

System Administrators or Product Administrators may change any Type, shared or unique.  The owner and co-owner of a Product may only change Types for their particular Product.  They may not change shared Types or Types for any other product.


Exclusion Words

When an issue is saved or modified, the contents of the Abstract field are indexed in the database for later retrieval.  Not all words in the Abstract need to be indexed.  Indexing an “A” or “AN” or “THE” would not prove helpful when later searching the issue data base because users would most likely not be searching on these words.

Some standard words are pre-loaded into your Exclusion Word table.  Each Company may want to exclude certain business terms from their knowledge base.  Words such as the company name or product name would be good candidates for exclusion.  To exclude these words, type them into the blank box at the end of the list and save using the Save icon or the Save function in the File menu.


Country

When defining addresses for users and companies, the country in which the user or company is physically located is helpful.  Rather than allowing free form entry of country name, countries are selected from a drop down combo box.  If your company needs to change the name of a country, or to add a new country, make the desired changes or additions and click on the Save icon or the Save function in the File menu.


Custom Data

Some products require additional information to be captured on an issue that is not standard to ITC.  Additional data fields may be added using the Custom Data function.  Custom data fields and their names are defined per Product in the Custom Data Tab in the Code File Maintenance screen.

To add a Custom Data field to a product, select the desired company and Product from the combo boxes at the bottom of the screen.

To add new data fields for a Product that does not contain any, start typing the names of the data fields in the first column on the grid.

To add an additional caption for a Product that already has some captions, type the new caption into the next available blank column.

To change an existing caption, just over write the caption.

To remove all the custom captions for a Product, delete the caption row.

Click on the “Save” icon for the change to take effect.

System Administrators or Product Administrators may change any caption.  The owner and co-owner of a Product may only change captions for their particular Product.  They may not change captions for any other product.


Report Names

ITC reports are broken into 3 basic categories, Standard, Custom Supported, and Custom Unsupported.

Standard Reports are distributed by INCITE SOLUTIONS with every version of ITC.

Custom Supported Reports are reports developed by INCITE SOLUTIONS, the client or any third party that INCITE SOLUTIONS supports.  These reports are distributed by INCITE SOLUTIONS with every version of ITC.

Custom Unsupported Reports are developed by INCITE SOLUTIONS, the client or any third party that INCITE SOLUTIONS DOES NOT support.  These reports are NOT distributed or maintained by INCITE SOLUTIONS.  They are the complete responsibility of the client.

Changes made to Standard and Custom Supported reports will be overwritten with the next version of ITC.  Changes made to Custom Unsupported Reports will never be overwritten by a new version of ITC.

New reports may be added to ITC at any time.

To catalog a new report, move to the bottom of the grid and enter the report information.

Select the category of report to catalog, Standard, Custom Supported or Unsupported.

This is specified at the bottom of the screen by three on/off buttons next to the appropriate report type.

Report name is the name that appears in the Reports activity.

Disk File Name is the actual name of the report on disk.

For Standard Reports, the .RPT file MUST be in the \RPT directory for the report to run.

For Custom Supported Reports, it MUST be in the \RPT\CustSupp directory.

For Unsupported Reports, it MUST be in the \RPT\CustUnSu directory.

Display Order controls the order in which the reports display in most lists of Reports.

Report Type categorizes the report for display in the Report activity and for security purposes.

Once cataloged, default Report Parameters may be set up for each report.


Report Parameters

By default, a newly cataloged report has no parameters.

To add or modify parameters, use the Report Parameters tab in the Code Files Activity.  First, select the desired report from the Select Report combo box at the bottom of the screen.  To modify an existing parameter, either choose a new selection from the column Parameter Value or, if the current selection is “Multiple”, click on the Enter Multiple Params button.

Parameters defined in this activity become the default parameters for each report.

The default parameters are always presented when a report is selected.  Users may modify the default Report Parameters just prior to run time. Additionally, users may save their own set of report parameters.

Note: You may NOT save a status of Open/Closed/Escalated as the default parameter for a report.  You may save these parameters as Named Parameters.


 Saving Named Report Parameters

To set up a Saved Named Parameter, select the report from the list of reports and click on the Change Report Parameters button.  Make the desired parameter changes.  The changes made to Report Parameters may be saved for later use by choosing the Save as Named Parameters option from the File menu in this activity.

The Save Named Parameters screen displays all existing saved named parameters in the left side list box.

Enter the name you wish to use to reference the current set of parameter settings into the text box labeled Enter the new name for this set of parameters.

If you would like to share this set of saved parameter values with other users, so that they would also be able to run reports with these settings, check the May other people use this Named Parameter check box.  Then, save the new set of parameters by clicking on the Save button at the bottom of the screen.

The saved parameter names for each report are available in a combo box on the Select Report screen.  All parameter settings that you have saved for a selected report along with any saved settings that other users have marked as “Shared” will appear in the combo box.  You may use the “shared” settings and may modify them for one-time use, but may not save the modifications under the existing name.  Only the original creator of a set of named parameters may make changes to that set of parameters.

In order to make changes to an existing named parameter, select the report and the named parameter on the reports screen and then click on the Change Report Parameters button.  Once in the parameters screen, make the desired changes to the parameters.  Once all of the changes have been made, select Save Current Named Parameters from the File menu.

To delete a named parameter, select the report and the named parameter on the reports screen and then click on the Change Report Parameters button.  Once in the parameter screen, select Delete Named Parameter from the File menu.


Confidentiality Levels

Confidentiality Level applies to Users and Issue phase descriptions.

Confidentiality Level provides security at the phase description level.  Only those users with at least the phase description’s Confidentiality Level may view that particular description.

If a user does not have an adequate Confidentiality Level, only the phrase “Confidential Description” is displayed in place of the text.

There are 10 Confidentiality Levels, from 0 to 9.  0 is the least secure and 9 is the most secure.

To view which users have a particular Confidentiality Level, highlight the Confidentiality Level field in the User Information screen and press the “F7“ key.

The default Confidentiality Level for any internal user is 1.  The default Confidentiality Level for any external user is 0.  More senior members of the company should have higher Confidentiality Levels.


System Options
Modify System Options

The Modify System Options activity is available in the Actions menu of the Code Files Activity.

The Modify System Options activity changes system-wide settings.  Only System Administrators may change System Options.

There are four tabs in the System Options activity, each tab controls several different System Options:

General	Reporting and installation settings

Mail System	Define default Email system information

Customize	Change titles system wide for Code Files

Updates	DO NOT EMPLOY WITH THIS OPTION UNLESS YOU HAVE BEEN INSTRUCTED BY INCITE SOLUTIONS TO DO SO

To save your changes, click on the OK button.  OK saves changes made on every System Options screen.

To discard your changes click on the Cancel button.

You must choose either OK or Cancel before proceeding with any other ITC activity.


Report Verification

The report Verification item in the Actions menu in the Code Files activity is an administrative tool to assure your Standard and Custom Supported Reports settings are consistent with the settings at INCITE SOLUTIONS.

Each time a new version of ITC is installed at your site, this activity is run to automatically catalogue any new reports or make any required parameter changes.

This activity will over-write any non-standard changes you might have made to the Report Names and Report Parameters for both Standard and Custom Supported reports.

The only changes that are NOT automatically over written are the Display Name and the Display Order but the administrator can do so if he wishes by specifying that before initiating the verify.

Any custom changes you wish to keep should be made to the Custom Unsupported reports.


System Options - General
General Tab

The General tab of the Modify System Options activity provides access to the following settings:

Network Location of Report files

Reports may be run from a network location or they can be installed on each user’s PC.  Running reports from a network location is slightly slower but is much easier to administer than running them from each user’s PC.  By default, ITC runs reports from a network drive.  If you have 200 ITC users that all have reports on their own PC, the ITC administrator will have to distribute any report change to ALL 200 users.  If you specify a network report location, the administrator only has to change the report in that ONE location and ALL users will run the new report.

If individual users have special report needs or are developing reports, those users may modify their .INI file to point to their own particular report location.

In general users should NOT change their .INI files, as the change may have a negative impact on the proper functioning of ITC.

Administrators should also see Verify Reports.

Network Location of New EXEs

The ITC.EXE runs from every user’s local PC.  If you have 200 ITC users, the ITC administrator will have to distribute any .EXE or .HLP(Help File) change to ALL 200 user PCs.  If you specify a network location for New EXEs, the administrator only has to install the new .EXE and .HLP files in that ONE location.

When the new .EXE is properly installed in a network location, any user starting ITC with an older version of the .EXE will be prompted to have the newer version automatically installed on their PC from the network location.

The release notes distributed with each ITC version will describe any special handling required for the automatic install.

Name of Escalation Manager

To assure that the Escalation Manager runs properly, it is important to specify the user ID you will use when launching the Escalation Manager.  The Escalation activity will verify the proper user is launching the Escalation process.

Default Track Interval in Minutes

The default Escalation track interval is 15 minutes.  Your organization may require the Escalation Manager to check for Email or Issues requiring escalation more (or less) frequently.  This setting may still be overridden in the Escalation activity, 15 minutes is just the default setting.

Minimum password length

The default password length for ITC is 6 characters.  Proper security dictates an adequate minimum password length, however your organization may require a different minimum length.  This minimum affects ALL users.  If an existing user has a password of 6 characters and you increase this minimum to 8, the existing password may still be used.


System Options - Customize
Customize Names

Your organization may find that need to use a different word than the default ITC term for Status, Priority, Rank Order, and Type.  These names may be changed on a per Product basis in the product activity.  They may also be changed system wide in the Modify System Options activity.

For display purposes, a per Product customized name takes precedence over a System Wide customized name.  If multiple products are displayed and there are multiple, different display names, then the System Wide name is displayed.  For example, in the Summary portion of the Issue Grid display it is possible to list issues from several Products.  One of the column headings in the summary grid is Rank Order.  If each of the Products for the displayed issues defines a different customized name for Rank Order, the system wide name for Rank Order would be displayed in the column header.  The appropriate per Product customized name would still be displayed in the issue detail grid column header.


Business Calendar

The Business Calendar controls functions within ITC such as when issues get escalated and when scheduled reports are going to be run so that these items aren’t being assigned or sent to employees who are out of the office.

The calendar function can be customized to fit your company’s calendar.  When ITC is installed, the calendar is set up with default holidays.  Saturdays and Sundays are also defined as non-business days.  Holidays can be added or the default holidays and weekends can be changed to be business days.

To change a normal business day to a holiday, double click on the day on the calendar so that the individual day is highlighted in blue and, in the box labeled Description of Day, enter the name of the holiday.  After the name has been entered, click the Save icon or select Save from the File menu.

To remove a holiday and turn that day into a regular business day, double click on the holiday and a message will appear asking if you want to change that day into a regular business day.  Click “Yes” and then click the Save icon or select Save from the File menu.

The Business Calendar is saved one year at a time.  The system will not recognize holidays unless the current year has been saved.  Once the year has been saved, the days turn from a yellow tint to white.  If a different year is selected and all of the days are tinted yellow, then nothing has been changed from the defaults for that year and the holidays(even the defaults) will not be effective.


Sharing Code Files
Shared Code Files

Code Files can be shared among multiple products, making them easy to set up and maintain because the user only needs to change one set of code files and the changes are made across multiple products.

To set up a shared code file, select the code file tab to work with. (Note: It does not matter which company or product is selected)  Check off the Apply to all Products check box at the bottom of the screen.  There will be a new grid of code files that will contain a list of default shared code files.  This list can be added to or modified.  This is the list of code files that may be shared between any of the products in the database.

To make a product “subscribe” to the shared code files, first select the code file tab to be worked on.  Then, pick the company and the product to be changed.  When the product has been selected, check off the Subscribe to All Shared Items check box and save.  That product will now subscribe to the shared code files.

The products that are using the shared code files will have the Subscribe to All Shared Items box checked and the products that have their own independent code files will not have the box checked.

A product that is sharing code files must share all of the selections for that Rank, Status, Type or Priority.  For example, if a product is subscribing to the shared Priorities, it does not need to share the Types, Ranks or Statuses, but it does need to share the whole list of Priorities.  It can, however, have other priorities in addition to the shared ones.


Updates Tab

The Configuration String field on the Updates Tab controls additional options that can be added to ITC.  The field on this tab should not be used unless you are specifically told to do so by INCITE SOLUTIONS.  If the string is changed without authorization, the system will not run correctly.


Removing Shared Code Files

Shared code files can be removed from the


Import Control Totals

This activity is not active.


 Custom Reports

Custom Reports can be developed to meet the reporting requirements specific to your usage of ITC.

For information call 1-302-655-8952.  Monday through Friday, 9:30 A.M. to 5:00 P.M. (Eastern time).

ITC's services are subject to ITC's prices, terms, and conditions in place at the time the service is used.


 Report Scheduling

Any ITC report may be scheduled as a background activity.

Scheduled reports have many uses, such as weekly or monthly status reports for a particular product or a daily exception report for a product manager.

Selecting a report to schedule

Choosing a schedule frequency

Selecting the schedule duration

Recipients - who receives the report

Choosing parameters for the report

Selecting an existing scheduled report

Viewing history for an existing scheduled report

Terminating an existing scheduled report

Scheduled reports are run by the Escalation Manager.

By default each scheduled report will be based on the default parameters for the report as defined in Code File Maintenance.


 Selecting a Report to be Scheduled

All possible reports are displayed in the “Select Report” combo box.  To select a report use the arrow keys or mouse to position the cursor on the desired report.

If any report schedules already exist for the selected report , they will be displayed in the “Existing Schedule” combo box.

If no schedules exist, you should enter the desired new schedule name in the ‘Enter new Scheduled Name” text box.

If there are existing schedules for the selected report, you may start a new schedule by clicking on the “New” icon, or select “New” from the file menu.


 Choosing a Schedule Frequency

Reports may be scheduled to occur for any regular interval such as daily, weekly, monthly, or yearly.

Select the basic desired frequency from the “This Occurs” area.  Different frequency detailed choices are available for each period.

Any day means 7 days a week.

if business means 5 days a week or business days as defined by company’s business calendar.  By default, reports whose frequency may cause them to fall on a weekend that are specified as if business, will be run on the subsequent business day.

For Weekly, Monthly, or Yearly you may choose which day of the week the report will run.

A scheduled report may be run once or indefinitely.


  Schedule Duration

By default, report schedules are effective immediately and run indefinitely.

You may delay the start date for the first report run by adjusting the “Effective” date box.

You may limit the execution time for the report by clicking on the “Until” check box and entering an end date.  Once the “Until” box is checked, the default end date for the report is set for one year from today.

Report run time is controlled by the “Run any time after” box.  By default reports are run immediately after 12:01 AM on the next scheduled run date.  To force a report to run, for example, after 6 P.M. on the scheduled run date, set the  “Run any time after” to 6:00 P.M.


Choosing Report Parameters
 Choosing Parameters for the Report

All of the possible named parameters for the selected report are listed on the “Parameters” tab.

Scheduled reports may only use existing named parameters.  The Named parameters must exist because the Escalation Manager actually runs the report and has to be able to access the parameters.

By default each scheduled report will be based on the default parameters for the report as defined in Code File Maintenance.


Schedule Report Recipients
 Scheduled Report Recipients

Every scheduled report requires at least 1 recipient.

Click on the “Recipients” tab to specify recipients for a scheduled report.

1. 	Select the desired recipient from the drop down list in the “Recipient’s Name” box on the grid.

1. 	Select the desired delivery method for each recipient.

1. 	Select the desired output type for each recipient.

1. 	For a printer delivery mode, choose the number of print copies

1. 	For a disk (file) delivery mode, choose output file name

1. 	For a disk (file) delivery mode, choose the desired duplicate file naming convention

1. 	Specify the desired processing order for each recipient.

Each recipient may receive the same report via different delivery methods and in different formats.


Displaying a Report
Selecting an Existing Report Schedule

To select an existing report schedule, select the report from the “Select Report” field and then use the arrow keys or the mouse to scroll through the list of existing schedules in the “Existing schedule” field.  This is the field positioned to the right of the “Select Report” field.  If this field is still labeled “Enter new schedule name” after you have already selected the report, then there are no existing schedules for this report.


Record Counter
 Viewing Scheduled Report History

To view the history of an existing report schedule, pick the report from the “Select report” field, select the schedule name from the “Existing schedule” field and then click on the “History” tab.

The history displays all of the run dates and recipients from the day that the report was initialized.


Writing a Report to a File
 Terminating a Scheduled Report

To terminate a scheduled report, check the box labeled “Until” and enter the last day on which you want the report to run.  (The report will run on the day that you specify if that day meets all of the other criteria)

The scheduled report will not be deleted, it will just be turned off.  The record of the scheduled report will always be in the system so it can be turned on again by changing the “Until” date to a later date.


Printing a Report
 Schedule Report

Strictly a place keeper.


Workload by User
 Scheduled Reports

Strictly a place keeper.


 I Am Out

The functionality “Set I Am Out” provides a quick and easy way for a user to note that they will be out of the office or unavailable for short periods of time.

When a person is out of the office or unavailable for a period of time it may be best not to assign any new issues to the person while they are out.  In this case we just need to alert ITC not to assign new issues to the person for the specified period, in essence skip the escalation period and jump directly to the next person in the escalation chain.

The “Set I Am Out” activity permits each person maintain their own availability, or for the System Administrator to manage all users availability.

How to use “I Am Out”

Step By Step instructions

Administrators Functions

The “Set I Am Out” activity has been added to the main user navigation menu, for quick access.

To access the main user navigation menu, click on the “File” menu on any screen, then click on the “Display Menu” selection, this will pop up the ITC navigation Menu.  Click on the “Set I Am Out” selection from the navigation menu.

You may also go directly to any other ITC activity by right mouse clicking on the menu bar.


 How to Use I Am Out

The “Set I Am Out” activity handles people being unavailable for the day or afternoon or some period of time.  If the user marks themselves as “Out” then no new issues will be assigned to them and they will not participate in the escalation chain.  Issues that would have been assigned to the user will no longer be assigned to them.   If the user does NOT select a replacement person (the replacement person will be shown as “NONE”) the assignment of the issue will immediately jump to the next person in the escalation chain.  If a replacement person is specified, new issues will be directly assigned to that person.  When the “I am out” period expires, the user will again be assigned issues in the normal sequence.

When marking themselves as “Out” the user may specify an individual to replace them for all assignment and escalation purposes.  If such a person is specified, that person will now be assigned all issues that would previously have been assigned to the person who is “Out”.  When the “I am out” period expires, the original user will again be assigned issues in the normal sequence.

The “Select user to Modify” combo box displays the user who will be out. This combo box will be automatically set (and unalterable) if an individual user selects this form to manage their own meeting or vacation time. System Administrators may set or alter “I Am Out” times for any user.

Prior to saving, a description for the outage must be supplied, such as “Management Meeting”.  The “Select a previously saved Time Out” box may be ignored.

To mark the user as “Out”, click on the “Save” icon.


Step by Step for I Am Out
 Step-by-Step Directions

1.	Select the times you will be out

2.	Select a replacement user (or leave as “None”)

3.	Put title in “Save this time out” box

4.	Click on the “Save” icon on the tool bar

After clicking the “Save” icon, the user is marked as “Out”.

If the user has specified they will be out starting now, a box will pop up confirming that they will be out for the specified time period and ask if they would like to flagged as “In”.  It is anticipated that the user will simply leave this dialog box up on the screen and proceed to their meeting.  If they return from their meeting early, they may simply click on “yes” to be marked as “In” immediately.

If the user would prefer to exit the application, they should click “NO”, and then exit ITC.

If the user returns late from their meeting, the system will automatically marked them as “In” when the specified end time occurs, even if the dialog box is still displayed or the user answers “No”.

If you are marked as “Out” for the day and return early and log into ITC, this dialog box will also pop up and prompt you with a dialog box to mark you as “In”.  If you wish to begin receiving new issue, you should click on the “Yes” prompt.

You do not have to answer “Yes” or leave the dialog box up.  If your meeting starts in 10 minutes, and you wish to be considered “Out” starting now, but wish to continue working in ITC, just click on “No”.  The following message will confirm you “Out” designation, but allow you to continue working in ITC:

If you return early from your meeting, to mark yourself as “In”, just return to the “I Am Out” form.  A dialog box will automatically be displayed.  Click on “Yes” to be immediately marked as “In”.

You may schedule outages for any time.  In the morning you may schedule an afternoon meeting or that you will be out the next day or week.  When the start time arrives, the system will automatically skip you in the assignment and escalation process.

If a replacement assignee is specified, an e-mail message may optionally be sent to the replacement assignee alerting them that they have been designated as the replacement assignee for the specified period.  No e-mail will be sent if user just says, “I am out” and does not specify a new assignee, i.e. “None”, because the person who will be assigned the issue would have been assigned the issue normally (as a result of the escalation sequence).

The “Notify my replacement” check box is checked by default.

This form permits an individual user to note their unavailability due to meetings simply and easily.  The form will default their name into the “Select a User” combo box.  The user need only click on the number of hours they will be out or fill-in the times manually, select a replacement person (or leave as “None” to skip to the next person in chain), and then click on the “Save” icon.

When the specified time expires, the user will again be automatically assigned issues.

If the user returns before the specified expiration time, ITC will prompt the user if they are ready for work to be assigned to them again.


Administrative Functions
 Administrators Functions

 Administrators may find who is currently listed as “Out” by using the Tools menu choice “Get Next User Who is Out” (Ctrl-R).  This will select the next user who has specified that they will be out right now.

Using the Tools menu choice “Get Next User who is out, based on specified start date” (Ctrl-A) an administrator may find people who are slated to be out at any point in the future or past, by entering the desired date/time in the “Will be out staring” field, then pressing Ctrl-A.

When a user will be out for an extended period or has many different roles in the ITC system, it may be desirable to reassign each of the roles individually.  Please refer to the “Reassign My Roles” activity for further information.


Reassign Roles
 Reassign a Person’s Responsibilities

Previously, reassigning a person’s responsibilities in ITC was time consuming and complex. When terminating a user, ITC lists most of the roles a user has, but required the administrator to manually find each role, in its proper form, and to make the changes one at a time.  The functionality “Reassign My Roles”, greatly simplify the process of reassigning a user’s roles.  It also provides a quick and easy way for a user to note that they will be out of the office for short periods of time.

There are several occasions when you would like to reassign a person’s responsibilities:

1.	A departing employee who had many roles in the company, for example as an Area, Sub Area, or Work Group owner or co-owner

2.	A person who is on extend leave of absence

3.	A person with many different roles who will be out for a day or a week or two

In each case we would like to reassign all of the persons roles to new people.

The “Reassign My Roles” activity permits each person maintain their own availability, or for the System Administrator to manage all users availability.  This only manages existing roles; creating new roles may not be done from this activity.  The “Reassign My Roles” activity has been added to the main user navigation menu, for quick access.

How to use “Reassign Roles”

Roll Back a Role Set

Administrators Functions

To access the main user navigation menu, click on the “File” menu on any screen, then click on the “Display Menu” selection, this will pop up the ITC navigation Menu.  Click on the “Reassign Roles” selection from the navigation menu.

You may also go directly to any other ITC activity by right mouse clicking on the menu bar.

If the person will only be out for a short period of time, it may be better to flag them as “Out” rather than reassigning their roles.

Please refer to the I Am Out activity for further information.


How to Use Reassign Roles
 How to use the Reassign my Roles activity

When a user will be out for an extended period and has many different roles in the ITC system, it may be desirable to reassign each of the roles individually.

The “Reassign My Roles” activity allows all of the roles of a user to be reassigned individually to different people.

A combo box will display the user to modify.  This user will be automatically set (and unalterable) if an individual user selects this form to manage their own vacation time or if the form pops up from the User form to handle terminating an employee.

Once the desired user has been selected, the grid will be filled in with all of the roles that user has in the database.  The grid will allow each role to be assigned to a different person.

System Administrators and users with the proper Security settings may change all roles.  Product, Area, and Sub Area owners may change roles under their specific purviews.

Sensibly for a vacationing user, all roles should be reassigned, but it is not required.

After displaying the current roles, the user then selects the appropriate people to handle each of her roles while she is out of the office.  If there is no backup person, then she may simply leave her name in the assignee column or she may select the  “None” user to have her role skipped and the assignment move on to the next person in the escalation chain.

A set of roles and assignees may be saved for latter reuse by supplying a name for the roles set and clicking on the “Save this set of Roles as...” button.  This simplifies the process of reassigning roles.

By default, the first set of roles displayed will be the current roles the user has in the database.

If a set of roles and assignees has previously been saved, it may be recalled by selecting it from the “Select previously Saved Roles” combo box.

Saving a set of roles and assignments does NOT apply them to the database.  A set of role assignments may be set up and saved at any time.  To actually apply these reassignments to the database, click on the “Apply this set of Roles to the database” button.  Once the “apply” button has been clicked, all of the specified roles will be reassigned, immediately.

Once the “Apply” button has been clicked, all of the specified roles will be changed in the database.  These changes take effect immediately and remain in effect until there are rolled back.  There is no automatic time out or ending effective date.

The changes remain in effect until they are rolled back.


Roll Back Roles Sets
 Roll Back a set of Role Assignments

In the “Reassign My Roles” activity, an applied set of role assignments may be rolled back.

Select the desired set of roles from the “Select a previously saved set of roles/assignments” combo.

Roll sets that have been applied will display the time and date they were applied.

Now click on the “Rollback this roll set” button.

The Roll Back will restore all of the users roles to the sate they were in before the role set changes were applied.

However, if in the users absence, a role has been manually reassigned, the rollback operation will NOT restore the user to the role.

For example, UserA selected UserC to take over their role as the CoOwner of the “No Assigned Sub Area” for Mutual Funds and saves and applies this role set.

Then the Owner of the Mutual Funds area went into the Product activity and selected UserB as the new CoOwner of the “No Assigned Sub Area” for Mutual Funds.

When UserA’s rolls back their role set, the roll back would not replace UserB with UserA, because the role had been manually reassigned n the interim.


Administrative Functions
 Administrators Functions

Administrators may find who currently has roles in the database by using the Tools menu choice “Get Next User With Roles” (Ctrl-R).  This will select the next user who has any roles in the database.

Using the Tools menu choice “Get Next User With Applied Roles” (Ctrl-A) an administrator may find people who have applied a set of role changes to the database.

This eases role-changing maintenance.

For a terminating user, all roles must be reassigned or the user may not be terminated.


Supported products are products your company has decided to handle through ITC.  These products have been defined in the Product activity as belonging to a specific Company and having a series of defined areas.

Examples of possible supported products are GlobalPlus, Windows95, LOTUS Notes, etc.


A command button is chosen to begin, interrupt, or end a process.  When chosen, a command button appears pushed in, and is sometimes called a "push button."  To choose a command button, either click on the button or tab to the button and press the "Enter" key.


An external company is any company that supplies your company with a product you want to support using ITC.


The owner of a company is the internal person who is ultimately responsible for all of the issues relating to that external company, regardless of product.

The co-owner is the backup internal person responsible for the external company.

The owner or co-owner may be beeped or notified by the Escalation Manager about any unsolved problems relating to any product supplied by the "owned" company.

If neither the external company owner or co-owner respond to an escalation, the issue may be escalated further to the owner of the company.


Most data in ITC is input using Text Boxes or Edit Boxes.  Text boxes are fields that allow free form typing into the field whereas Edit Boxes are fields that need to have information entered in a certain format such as dates and times.


The owner of a product is the internal person who is ultimately responsible for all of the issues relating to that product and only that product.

The co-owner is the backup internal person responsible for the product.

The owner or co-owner may be beeped or notified by the Escalation Manager about any unresolved problems relating to the "owned" product.

If neither the product owner or co-owner respond to an escalation, the issue may be escalated further to the owner of the external company who supplied the product.


A check box displays an X in the box when selected; the X disappears when the check box is cleared (clicked again).  A check box usually offers a True/False or Yes/No option.  Check boxes may be in groups to display multiple choices from which one or more choices may be selected.  A single check box may be displayed for a simple Yes/No answer.


Employee ID Number provides a hook (for ITC) into an external employee data base.

Typically, an Employee ID Number would be the number used by the company to uniquely identify the user.  If there is no such number, possibly the Social Security number of the employee could be used.

Employee ID Number is required to match existing ITC users when the employee file is imported into ITC multiple times.


Message boxes are used to convey important bits of information and/or receive direction from the user.


The owner of an area is the internal person who is ultimately responsible for all of the issues relating to that area.

The co-owner is the backup internal person responsible for the area.

The owner or co-owner may be beeped or notified by the Escalation Manager about any unresolved issues relating to any "owned" area.

If neither the area owner or co-owner respond to an escalation, the issue may be escalated further to the owner of the product.


The owner of your company (the registered user of this copy of ITC) is the internal person who is ultimately responsible for all of the issues relating to this company, regardless of product.

The co-owner is the backup internal person.

The owner or co-owner may be beeped or notified by the Escalation Manager about any unresolved problems relating to any product supplied by any company, internal or external.


An area is a defined portion of a supported product.  Default code files are based on areas and each area will have an owner and a co-owner to which issues with that area will be defaulted.

Areas are set up in the Product Information screen.  To add, modify or delete an area, select the appropriate company and product at the top of the screen.  The areas for that product will appear in the grid at the bottom of the screen.


The owner of a Work Group is the person who is ultimately responsible for all of the issues relating to that Work Group.

The co-owner is the backup internal person responsible for the Work Group.

The owner or co-owner of a Work Group may be notified by the Escalation Manager about any unresolved issues relating to any unaccepted issues assigned to that Work Group.


An issue is the basic unit of ITC.

Issues may be problems or just requests for information.

All issues are assigned to an individual who is responsible for the processing and eventual completion of the issue.


ITC Import Fields:

External Id	Required

Login ID	Required

User Last Name	Required

User First Name	Required

User Middle Initial

Street Address

Apartment/Neighborhood

City

State/Province

Postal Code

Country

Department

Phone

Day Start Time

Day End Time

Employment End Date


A Sub Area is a defined portion of an area of a product

A sub area is the smallest trackable portion of an issue.  It often refers to a specific screen or function.

Issues may be tracked by Areas and Sub Areas.


 Some issues are of critical importance.  These issues should be reviewed and responded to quickly.  Sometimes, the assigned user for an issue is not able to review the issue quickly enough, possibly because they are out of the office or in a meeting.  When an issue is not responded to quickly enough, the escalation manager reassigns the issue to the next person on the escalation list.

A issue may be escalated up to 8 times based on the escalation levels and escalation time specified and the severity of the issue. If the assigned user does not respond within the specified time limit the order of escalation is:

1.	First assignee of issue escalates to the owner of the area of the issue.

2.	Owner of the area of the issue escalates to the co-owner of the area of the issue.

3.	Co-Owner of the area of the issue escalates to the Owner of the Product of the issue.

4.	Owner of the Product of the issue escalates to the co-owner of the Product of the issue.

5.	Co-Owner of the Product of the issue escalates to the Owner of the external company of the issue.

6.	Owner of the external company of the issue escalates to the co-owner of the external company of the issue.

7.	Co-Owner of the external company of the issue escalates to the Co-Owner of the ITC registered company (your company)

8.	Co-Owner of the ITC registered company of the issue escalates to the Owner of the ITC registered company of the issue.


The upper portion of the issue grid lists the summary information about all selected issues.  The lower portion lists all of the phases of a particular, selected issue, in date-time order.

To select an issue from the upper portion of the grid, just click on the desired issue or move up or down the grid using your arrow keys.

As you move up or down the grid, the contents of the lower grid changes to reflect information about the current issue selected in the upper grid.

To select a phase from the lower portion of the grid, just click on the desired phase or move up or down the grid using your “arrow” keys.

To view all descriptions about an issue, double-click on the issue in the upper grid.

To view and/or modify a description about a particular phase, double-click on that phase in the lower grid.


To view all descriptions about an issue, double-click on the issue number in the upper grid.

The display will shift to a narrow Issue Grid and a large description display box.

All descriptions concerning the selected issue will be displayed, with a note indicating which phase they are associated with.  These descriptions may not be changed.  They may be augmented from the phase description display.  Changing issues in the issue grid will change the description display.


To view and/or modify a description about a particular phase, double-click on that phase in the lower grid.

The display will shift to a narrow Phase Grid and two description display boxes.

The left hand box displays the existing description for the selected phase.  This description may not be changed.  The right hand box is blank.  Additional descriptions or corrections to the original description may be entered in this box.  Information may be copied from the left hand box using standard Windows copy and paste procedures.


Priority defines the importance of an issue.

The Priority also controls the escalation of the issue.

To view details about a particular Priority, press the F7 key when you are positioned on the Priority combo box.

To learn more about Priority, click here.


Status defines the state of the current phase.

To view details about a particular Status, press the F7 key when you are positioned on the Status combo box.

To learn more about Status, Click here.


Rank defines importance of an issue within a priority.

To view details about a particular Rank, press the F7 key when you are positioned on the Rank combo box.

To learn more about Rank Order, click here.


Type defines the nature of the issue.  Type provide an additional means of classifying issues.

To view details about a particular Type, press the F7 key when you are positioned on the Type combo box.

To learn more about Type, click here.


Who Found combo box displays the user who found or reported or originated the issue

To view details about a particular user who reported an issue, press the F7 key when you are positioned on the Who Found combo box.


 The field at the bottom of the main issue screen is the Good Description.

You may enter up to 64,000 characters of text into the good description.  There is also an edit menu that appears when the user right mouse clicks inside the “Description” box.  The menu offers basic word processing options such as: font type, size, and color for customizing your comments.  The edit menu provides the option to insert an OLE object such as Excel, Word, Calendar, Paint Brush, or Fax into the description.


Notification to Users – ITC automatically notifies users of critical events including when an Issue Log is assigned to them, when it is escalated away from them, or when and Issue that was created by them is completed.  Determination of how to notify them is based on the following rules:

ITC User Notification Rules

ITC User Password	E-Mail Address	Notification Form/Method

Yes	Yes	Email - Short Form

Yes	No	FAX - Short Form

No	Yes	Email - Long Form

No	No	FAX - Long Form

The Short Form recognizes that the user has access to ITC and consequently only sends a brief description of the Issue.  The Long Form recognizes that the identified person is not an ITC user and therefore communicates the entire Issue Log.  The Long Form is developed using Crystal Reports and can be customized by product to meet the specific needs of a given vendor.


Email from ITC is supported through MAPI protocols.

The Email address specified in your user profile specifies to which mail box Email will be directed.

To view your Email, Fax, Beeper, and Business phone numbers/Addresses press the F7 key when you are positioned over your name on any ITC form..


The Assigned User for an issue is the user who is currently responsible for the issue.

While more than one person at a time may work on an issue, only one person is the responsible or Assigned User.

The Assigned User may be a Work Group.

To view details about a particular the Assigned User, press the F7 key when you are positioned on the Who Assigned combo box.


ANDing of search criteria means all of the criteria must be satisfied for the issue to be returned from a search.

If you check a Rank of “1” and the Who Assigned box with the Assigned User of “TOM”, then only those issues that are assigned to  “TOM” and have a current rank of “1” will be returned.

If you enter “TAX and EBT” in the Search Criteria box, then only those issues that has both “TAX” and “EBT” in the Abstract will be returned.


ORing of search criteria means if any of the criteria are satisfied the issue is returned from a search.

If you enter “TAX or EBT” in the Search Criteria box, then any issue that has either “TAX” or “EBT” in the Abstract will be returned.


Searches may be refined and re-run to reduce the number of issues returned.

Refining the search reuses the last set of found issues rather than searching the entire data base again.  Reusing the search set reduces disk I/O and results in must faster searching.


Confidentiality Level applies to Users and Issue phase descriptions.

Confidentiality Level provides security at the phase description level.  Only those users with at least the phase descriptions Confidentiality Level may view that particular description.

If a user does not have an adequate Confidentiality Level, only the phrase “Confidential Description” is displayed.

There are 10 Confidentiality Levels, from 0 to 9, 0 is the least secure and 9 is the most secure

To view which users have a particular Confidentiality Level, position to Confidentiality Level combo box and press the “F7” key.


The Resolution tab in the description field at the bottom of the main issue screen is for the Resolution.

There is one Resolution per issue.  The resolution should completely describe the action taken to resolve an issue.

The resolution may be edited as often as required.

Only the good description and resolution are available to external users.


Any phase may have as many descriptions as desired.  These descriptions may never be edited.  They may only be expanded upon with additional phase descriptions.

Each Phase description has a Confidentiality Level.  The Confidentiality Level provides security at the phase description level.  Only those users with at least the phase description’s Confidentiality Level may view that particular description.


The Show Expanded Information function gives the user more description about the field that is currently highlighted on the Issue Header.  Highlighting a field on the Issue Header and pressing the F7 key will display the same additional information.


This function controls whether the estimated and actual times are displayed by phase or for all of the phases through the whole issue.  The default is for the times to be displayed per phase and the activation of this function displays the times for the whole issue.


The resolve button is used to complete issues without having to go into the grids.  A left mouse click on the Resolve button will enter a completed phase but not save it whereas a right mouse click on the button will enter a completed phase and save it all at once.


Pending issues are issues that have not been accepted and are assigned to the current user.


Entering dates into the Issue Found field and searching will bring up all issues with a found date in the specified range.


The Issue Modified fields will find issues that were modified in the date range specified.


Users can specify an urgent notification medium that will notify them when a particularly important problem arises that needs to be addressed in a timely manner.  The urgent notification medium is the medium that comes first in the display order column in the Notifications Tab of the User screen.


The Assigning user can set the issue to always use this accept time for all phases.  The times can also be set to use the business calendar times so that users will not be assigned issues when they are out of the office.


A Follow Up Date is a date that the assigning user specifies that will notify the assigning user to check on the progress of the call.


The Affiliated Company is the company to which a Found by user is an employee.


The External Number is the number used to track the issue in a system outside of ITC so that users using different systems can view the same issue in their respective systems.


E-mail forms can be defined by your staff in the e-mail format consistent with your mail system. The system will support different forms for different products and services such that a user needs only to select the correct form.  The complexity of the forms and number of forms you have interfacing with ITC is your decision.  An organization can have separate forms for each product or one complex form to support input into multiple products.  Behind the form, special coding creates standard e-mail message formats that can be processed by the Escalation Manager in ITC.


A phase record contains information on dates, who the issue is assigned to, and the phase description specific to that part of the issue.  Phases can also contain estimated hours and costs, follow-up dates and delivery dates, both projected and actual.


Maintenance phases document changes made to the call that are not tracked in the other sections of the issue, i.e. changes to the abstract, changes to the custom data, etc.


Opening the Details tab on the main issue screen displays all of the phases, the assigned users and all of the phase descriptions for the selected issue.


The ITC Access Mode is the control in the User Information screen that determines what kind of access a user has to the system.  There are five Access Mode options to choose from.

Email Access	Email Access allows users to receive, modify and complete issues through a form in their desktop email application.

OnLine Access	OnLine Access allows users to actually enter the ITC application

Only Web Based	Only Web Based Access allows the user to initiate calls through the Website

Only Bound Remote	Only Bound Remote Access does not allow the user any way to use the application.  Only Bound Remote users are employees at a bound company that do not enter calls.

No Access	No Access is for users that are in the user list but do not use ITC at all.  They have no way to get into the system and can not enter or modify issues.

An ITC Access Mode must be specified for every user in the database.


All ITC users are assigned to a Security Group.  Security Groups determine which functions a user will have access to.  The restrictions and allowances that a group has are set up in the


The abstract is a short description of the problem that shows up on summary reports.  Words in the abstract can be searched on by typing them into the abstract when the search is enabled.


A combo box is a selection box containing a group of selections to choose from.  These boxes might drop down by clicking on the down arrow in the right side of the box, or, the box might have a scroll bar on the side that enables the user to scroll through the data.


An issue logged into ITC may have a duplicate issue in another system.  If this is the case, the tracking number from the other system should be entered into the External ID field in ITC so that the issue can be maintained and tracked through both systems.


Technical Support for ITC can be reached via telephone during normal business hours at 1-302-655-8952.  Before calling technical support, please have the ITC application open and be ready to give a detailed description of the problem.


Text can be cut(or copied) and pasted out of ITC and other applications using the following keyboard controls.  Highlight the text to be worked with and use the appropriate cut/copy control.  Select where this text should go and use the paste control.

Copy	Ctrl + C

Cut	Ctrl + X

Paste	Ctrl + V

Throughout ITC and most other Windows-supported applications, a right mouse click on highlighted text will bring up a menu with these plus other selections as menu items.


When a status is marked “Always Auto Accept”, it means that when an issue is assigned to someone with this status, the user will not have to accept the call because an accepted date will be defaulted in already.  Statuses such as Reported and Completed should be marked as “Always Auto Accept” because a user should not have to accept phases with these types of Statuses.  Also, with statuses like Documenting, where information is just being entered for reference’s sake, users should not have to accept a new phase and therefore, these types of statuses should be set up as “Always Auto Accept”.


When a status is marked “Never Auto Accept”, it means that when an issue is assigned to someone with this status, the user does have to accept the call.  Statuses which require action to be performed should be marked as “Never Auto Accept” because the user should have to accept phases with these types of Statuses so that they can acknowledge that the work is now their responsibility.


 User Calendar

There are five main sections on the Calendar form:

Which issues to display

Which events to display

Which date range to display

Event management

Detailed information

The Calendar Color Meanings

Events:

The calendar displays five types of events, four of which are concerned with issues:

1.	Originate – When the issue was originated

2.	Escalate – When the issue will/did escalate

3.	SLA Warn – When the issue will/did reach 80% of its SLA period

4.	SLA Fail – When the issue will/did fail its SLA

5.	In/Out, shows when the Active User is/was marked out of the office

How to use the Calendar display


 Using the Calendar

You may click on any portion of the calendar display to jump to the help for that area.

As you can see in the example of above, Issue #8953 enters the world with all 4 issue events already created:

An Originate event on the date the issue was originated.

An Escalate event on the date the issue will escalate.

An SLA Warn event on the date the issue will warn

An SLA Fail event on the date the SLA will fail.

All the numbers are bold, because the issue is still open. The numbers are not underlined, because the events are all in the future (except the Originate event which can never be in the future)

If this call is never modified, never accepted or completed or anything, this display will evolve. The yellow box will proceed through the days. As the Escalate event is passed, it will change from bold to plain, and a new Escalate event will appear, in bold, for the new assignee of the issue. The other events will be underlined as they are passed, but no new SLA events will be created as they are passed.

If the issue is accepted before the Escalate event, the Escalate event will disappear. It is no longer an active event for this issue. The SLA events will remain.

If the issue is completed before the SLA Warning event, both SLA events will disappear and the Originate event will change from bold to plain (because the issue is now complete).

If the issue is completed after the Warning, but before the Failure, the Warning will change from bold to plain. The Originate event will change to plain, and the SLA Fail event will disappear.

If the issue is completed after the SLA Fail event, the Originate, Warn and Fail events will change from bold to plain.

As you can see in the following screen shot, all the events will be mixed and mashed together for any given day:

The selected issue, #8804, was Originated on April 8th, Warned on April 10th, and Failed later that day. It is still open (because the numbers are bold), but all in the past (because they are underlined)

You can see the summary on the right, and the View/Edit button below that.

Switching to Info mode:

It is clear that 47 issues were Originated on April 8th, 6 of which are still open. 8 issues escalated, 1 warned and 2 failed all on that day. The summary area has changed to a grid, listing all the issues that are represented in the entire calendar area. Selecting a row of the grid enables the View/Edit button for that issue.

Switching to Tracked:

Instead of showing the individual events that occurred on each day, the system brings all the events for the call Originated on each day together on that day. In Tracked mode, we follow the history of the 47 issues that were Originated on April 8th. 7 of them eventually escalated, 7 of them Warned (one of which is completed) and 6 of them Failed (none of which are completed).

Switching to Summary mode:

shows a graphical summary for the entire period of April 8th to April 14th. The summary grid behaves the same.

Double clicking the upper right corner of the grid (the little grey rectangle to the left of ‘Issue’, will expand the grid to full screen. This will enable the printing features.

The large print button at the bottom of the screen will print the grid in its entirety just as it appears on the screen. Columns can be resized, and will be printed as such. The buttons above the Assignee, Product, Area, and SubArea columns define how the print out will be page-broken. If Assignee is selected, the printer will break for each Assignee. Likewise for the Product, Area, and SubArea.

The last function is the Update menu. This allows you to set the Calendar to automatically update itself every 10 or 60 minutes, or to turn off the updating.

Enabling Updating will cause the calendar to refresh itself automatically at the prescribed interval.  When the calendar refreshes, any new event or status change will be added to the display.

If updating is turned off (the standard mode), the display will not update automatically, and will be a static snapshot of the database.

Return to Main Calendar Help page


Calendar - Which Issues to Display
 Calendar – Which Issues to display

Open checkbox: 	display issues still open

Completed checkbox: 	display issues that are completed

View by User/Role

When Viewing by User:

The Select a User combo will be populated with a list of all the users in the database. This combo box is used to select the Active User.

The Members button [image] is enabled when a workgroup is the Active User. This option selects all the members of the Active User workgroup.

If the Originator button [image] is selected, display issues that have been originated by the Active User. If it is unselected, display issues that are currently assigned to the Active User.

When Viewing by Role:

The Select a Role combo will be populated with the Active User’s roles, as well as a hierarchical list of products, areas and sub-areas. This combo box is used to select the Active Role.

If the Active Role is a:

Product/Area/SubArea, display all issues currently in the Active Role.

User, display all issues currently originated or assigned to the Active Role, depending on the setting of the Originator button (see above)

Work Group, display all issues currently originated or assigned to the Active Role, depending on the setting of the Originator button, or originated or assigned to members of the Active Role, depending on the setting of the Members button.

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Calendar - Which Events to Display
 Calendar – Which Events to display

Originate: 	show when issue originated

Escalate: 	show when/if an issue will be/was escalated

SLA Warn: 	show when SLA failure warnings will be/was issued

SLA Fail: 	show when SLA failures will occur/occurred

In/Out: 	If Viewing by User, the show when Active User was in / out

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Calendar - Date Range
 Calendar – What Date Range to display

Year combo: 	selects the year

Period buttons: 	selects what period to show (Month, week, day)

Scroll bar: 	scroll through the selected year by the selected period. The scroll bar represents the entire year, so all the way to the left is January, all the way to the right is December.

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Calendar How to Display Issues
 Calendar – How to Display Issues

The Info check box:

Unchecked:

The individual issue numbers are displayed in the date boxes. Bold numbers are issues that are still open. Plain numbers are issues that are completed.

When an issue number is clicked, that issue is now the Active Issue

A summary of the issue will appear in the Summary Area. Double clicking the Summary Area will expand the summary to full screen. Double clicking the expanded summary will return to the calendar view.

Clicking the View/Edit button will bring up the Issue Function form with the Active Issue

Checked:

A chart summarizing the count of the events is displayed in the date boxes

When the Info box is checked, the Summary checkbox appears. When the Summary box is checked, all dates in the Date Range are summarized into one chart.  If the date range is Month, only the data for the month will be summarized.

In the Summary Area a grid will appear listing all the issues that are summarized. Double clicking this grid will expand it to the full screen and allow sorting and printing. Double clicking the expanded grid will return to the calendar view.

The Track checkbox is available only when the Info box is checked:

If the Track box is unchecked, the events for any given issue will be summarized on the date of the individual event occurred.

If the Track box is checked, all the events and eventual statuses for any given issue will be summarized on the date that the issue originated.  For example #32444 originated 6/14,It escalated on the 15th and failed on the 16th.  All of these statuses will show in the 14th box if the track box is checked

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Calendar Summary
 Calendar – Detailed Information

When the Info box is unchecked a description of the Active Issue is displayed on the right hand side of the form.

Clicking on the “View/Edit” button will jump to the main Issue screen, with the specified issue loaded for viewing or editing.

When the Info box is checked a grid listing of all the issues that are summarized is displayed.

Double clicking this grid will expand it to the full screen and allow sorting and printing.

The large print button at the bottom of the screen will print the grid in its entirety just as it appears on the screen. Columns can be resized, and will be printed as such. The buttons above the Assignee, Product, Area, and SubArea columns define how the print out will be page-broken. If Assignee is selected, the printer will break for each Assignee. Likewise for the Product, Area, and SubArea.

Double clicking the expanded grid will return to the calendar view.

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Calendar Color Meanings
 Calendar – Color Meanings

Today’s date is in yellow.

Holidays appear in rose.

Weekends are gray.

The day that has the focus is bold and underlined.

The date an issue originated is blue.

The date an issue escalated is red.

The date an issue missed its SLA date is orange.

The date an issue was warned about possibly missing its SLA date is green.

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Calendar View/Edit an Issue
 Calendar – Edit/Display an Issue

Clicking on the “View/Edit” button will jump to the main Issue screen, with the specified issues loaded for viewing or editing.

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