Technician's Manual
From EnterTrackDocs
This manual is intended for technicians working with EnterTrack to handle artifacts submitted by clients. Technicians should be familiar with the contents of the User's Manual. This manual describes additional tasks that are not available to regular EnterTrack users.
See Definitions for an overview of the terms and concepts used in EnterTrack.
Contents |
Scanning for Issues
After you've logged in to EnterTrack, the "Main" screen lists all of the groups of which you are a member, as well as the number of issues in various states in that group. I use this screen to scan for groups with a nonzero "New" count, then look at those groups to see if I can act on those new issues.
The "Main" screen also lists up to five of the issues currently assigned to you. To see all of them, click "My Assigned" in the menu on the left.
Answering An Issue
When you need to respond to a client or otherwise modify an issue, you'll post an event for that issue. At the bottom of the issue's page is a "New Event" box, with space to type your message, as well as options to change all of the attributes of the issue.
For a new issue, you'll need to
- type your message,
- set the status appropriately -- it cannot remain "Registered",
- select your username in the "Assign To" section (or someone else, if you want to dodge the responsibility).
Click "Commit Event" and you're done.
For an update to an existing issue,
- type your message;
- double-check the status; and
- double-check who the issue is assigned to.
Again, click "Commit Event"
Monitoring an Issue
If you'd like to be notified of any new events for an issue, you can "Subscribe" to that issue by clicking "Subscribe" in the issue's toolbar.
Closing An Issue
To close an issue, change its status to one of the "Closed" statuses, and click "Commit Event". Note that the message will not be sent to anybody when you close an issue; if you want to send a message and close an issue, you'll have to use "Commit Event" twice (once to send the message, as in answering an issue, and once to close it).
this is a bug which should be fixed soon.
Redirecting Emails To Tracker
If a client sends an email which should be in the tracker to your personal email address (users do the darndest things!), you can use the redirect (also sometimes called bounce) feature of your mailer to send it to the correct address. This feature is better than forwarding the message, because it keeps the original sender's email address in the "From" field, so they will get any email updates.
Please feel free to add instructions here for your client of choice:
Apple's "Mail"
To redirect a message with Apple Mail, view the message in question. From the "Message" menu, choose "Redirect" (or hit Cmd-Shift-E). Fill in the email address of the appropriate tracker, and hit send!
Reports
The Reports feature can be accessed by clicking the Reports link under the Main Menu on the left side of the screen. This allows you to generate reports and analyze group statistics by selecting criteria to be used in the reports.
Generating Reports
You must first select at least one group from the list to generate a report (you can select multiple groups by holding down the CTRL key and clicking group names.) You also have the option to specify a date range for the data, by checking off the Use Date Range box and entering valid dates in the boxes below. You can then decide what specific details you want displayed by checking off the boxes for the categories displayed below. Important: You must check off the Display Issues box or else no data will be displayed!
If you click Generate Report, all issues that match the criteria you specified will be displayed, along with the issue number.
Note: The report just lists the matching issues, but does not allow you easily access details about the issue. If you want to view the issue details page, you should use the View Issue tool in the upper right-hand corner, and enter the issue number.
Saving Reports
If you want to have access to the same report you just generated in the future, you have the option to give the report a name and save it. It will now be accessible in your Stored Reports.
Stored Reports
If you select Stored Reports from the Main Menu on the left-hand side of the screen, all reports you have previously generated and saved will be displayed. By clicking the appropriate icons, you have the option to Rename, View, or Delete the report.
