ISSUE MANAGEMENT SYSTEM User Guide

Document Sample
ISSUE MANAGEMENT SYSTEM User Guide Powered By Docstoc
					                     U S E R   G U I D E




                     CALIFORNIA ISO

ISSUE MANAGEMENT SYSTEM
               User Guide




      CAISO PUBLIC
Revision History

 Version    Date           Description                                  By
 1.0        6/18/07        Update for external ISSUE MANAGEMENT         E.Clee
                           users
 1.0        6/19/07        Updates to 1st draft for external audience   Jonathan and E,
                                                                        Clee
 1.5        6/22/07        Minor edits and slight format changes        Latisha Collins
 2.0        8/10/07        Edits from Client Reps Q and A               Latisha Collins
 2.5        8/14/07        Edits from Client Reps Q and A               Latisha Collins
 2.5        8/15/07        Final Edits                                  Latisha Collins
 3.0        8/30/07        Posted version 1.5 – testing and new         Latisha Collins
                           enhancement edits added
 4.0        9/28/07        Re-posted version 1.6 with some              Latisha Collins
                           enhancements
 5.0        03/21/08       Posted version 1.7 with enhancements to      Latisha Collins
                           the User Interface
 6.0        07/29/08       Updates to reflect access to Issue           Latisha Collins
                           Management through Market Sim Portal.
                           Version 1.8




EA/CSIA/CS/LCollins v1.8                                                                  Page 2 of 29
                                                  CAISO PUBLIC
                                                Table of Contents
Introduction .................................................................................... 4
Issue Management Process ........................................................... 5
          Background and Approach ............................................................................ 5

          Types of Issues.............................................................................................. 5

          Resolution Time............................................................................................. 6

          Time Sensitive Issues ................................................................................... 6
Getting Started ............................................................................... 7
Market Participant Portal (MPP) .................................................... 8
Issue Management Portlet Page .................................................... 9
          Main Page ...................................................................................................... 9

          Field Definitions........................................................................................... 11
How to Create a New Issue.......................................................... 12
          Issue Related Notes .................................................................................... 17
How to Add a New Log Entry ....................................................... 18
Reports ......................................................................................... 21
          Open and View the Report .......................................................................... 22

          Save the Report to your Computer ............................................................. 22

          Report Field Definitions............................................................................... 25
Closed Issues ............................................................................... 26
          Closed Issues............................................................................................... 26

          Survey Questions......................................................................................... 28
Enhancements .............................................................................. 29




EA/CSIA/CS/LCollins v1.8                                                                                                       Page 3 of 29
                                                                       CAISO PUBLIC
Introduction
On behalf of the Customer Services group at the California ISO, I would like to welcome you to
the Issue Management (IM) external module User’s Guide. Based on your input, we have
designed the external interface of IM to help our clients submit inquiries in need of resolution,
and to enable you to track and monitor the status of your inquiries in real-time.


You will find that IM will provide:
            o More transparency of the status of your inquires
            o Additional vehicles for you to access your Client Representative
            o Better means of tracking your inquiries as they are directed to your Client
              Representative

Each Scheduling Coordinator will have ability to search the IM system by subject or keyword,
thereby accessing previously-logged issues and their resolutions. This User’s Guide defines
how and when you will interact with IM, and includes an overview of the form fields you will use
to submit your inquiries. We hope you find working with IM an easy and efficient way to
access CAISO for your daily business needs.


Thank you,


Ali Miremadi
Manager, Customer Services




EA/CSIA/CS/LCollins v1.8                                                               Page 4 of 29
                                          CAISO PUBLIC
Issue Management Process
Background and Approach
Clients of the California ISO have asked for a means to electronically submit and track
inquiries pertaining to their daily business transactions with CAISO. In the past, CAISO Client
Representatives would take incoming calls or emails from SCs, and begin working on the
inquiry, often with the support from other CAISO organizations. Under that model, the SC had
no visibility of the status of their inquiry, unless they called their Client Representative.

Issue Management was created to provide greater transparency of the issue resolution
process, such that SCs can enter, track and monitor inquiries in real time. With IM, Scheduling
Coordinators are able to log inquires via the Market Participant Portal (MPP). Then, as the
inquiry is managed by CAISO, SCs can view and track all inquiries linked to their SCID/s.

Note: During Market Simulation testing, Scheduling Coordinators can also access the Issue
Management system through the Market Sim Portal under the CAISO applications.

Types of Issues
The following inquires and issues can be entered into the IM system:

   •    Verifying or updating Master File information
   •    Updates of personnel for application access
   •    Inquires on Charge Types
   •    Metering questions
   •    Scheduling Questions
   •    Digital Certifications
   •    Name changes
   •    Additional SCIDs
   •    New Banking Information
   •    Market Simulation Issues

Those inquiries that cannot be entered into the IM system are:

   •    Settlements Disputes; these continue to be managed through the Settlement Dispute
        System (SDS)
   •    Connectivity issues; managed through the CAISO Help Desk
   •    Real Time issues; handled by the CAISO Real Time desks.




EA/CSIA/CS/LCollins v1.8                                                              Page 5 of 29
                                           CAISO PUBLIC
Resolution Time
CAISO is committed to meeting clients’ expectations regarding the fast resolution of issues.
To the extent practical, all CAISO organizations are obliged to provide a resolution within 10
business days, from the date the issue is first logged in IM. If CAISO is not able to answer an
inquiry within the 10 business days, a Planned Resolution Date will be provided to the SC.

If an SC calls or emails their Client Representative to request an issue be entered into IM, the
Client Representative will enter the issue into IM by the close of business on the day received.
If the SC seeks faster attention to their issue, they can enter the inquiry directly into IM, thereby
ensuring that the CAISO team gets to work immediately.

Time Sensitive Issues
If an issue requires resolution within a 60-minute time horizon, the CAISO strongly
recommends that the SC contact their Client Representative by telephone.




EA/CSIA/CS/LCollins v1.8                                                                   Page 6 of 29
                                            CAISO PUBLIC
Getting Started
You must have a Scheduling Coordinator ID (SCID) and have a CAISO Multi-Application
(CMA) digital certificate installed and application access to the Portal before you can use the
ISSUE MANAGEMENT system.

   1.   Be sure to install the certificate per the instructions provided to you.

   2.   If you do not have a certificate and/or do not have access to the Issue Management
        system, then request access using the Application Access Request Form (AARF)
        located at:

        http://www.caiso.com/docs/2000/03/01/2000030110195926538.xls

        Note: Issue Management can be found under Non-Legacy Applications

   3.   Once you have access, open Internet Explorer and type: https://portal.caiso.com.
        Bookmark this page.

   4.   Market Participant Portal (MPP) Home page will be displayed with the Issue
        Management view displayed within a Portlet.


Note: To access Issue Management through the Market Sim Portal:
  1. Open Internet Explorer and type: https://mktsim.wepex.net/mpp/
  2. Click IMS in the CAISO Applications section on the left side of the portal.
  3. The Issue Management portlet page will be displayed (as seen on page 9).




EA/CSIA/CS/LCollins v1.8                                                                Page 7 of 29
                                             CAISO PUBLIC
      Market Participant Portal (MPP)
      The Market Participant Portal adds value to Market Participant businesses by streamlining
      access to secure ISO applications and business-critical information, enabling more efficient
      participation with the ISO by having:

           •   Centralized access to ISO applications
           •   Single log-on to applications using digital certificates
           •   Centralized access to public information sources of frequent use


      MPP has Active Portlets to ISSUE MANAGEMENT, SDS, the ISO Calendar, Market Notices,
      AWE and System Operating Messages. It also has links to legacy applications - ADS, SLIC,
      OMAR, SRS (no single sign-on) in addition to Single sign-on Links to new applications – RR
      (Resource Requirements).

                     All the SCIDs will be available to select per digital certificate profile. Individual SCIDs can
                     be selected to display all issues entered for that specific SCID. or, all Issues for SCIDs
                     within your profile can be displayed.




                     •   Click the link below to enter the Issue
                         Management system/application
                                                                                                  •   You can select the appropriate
                                                                                                      SCID from this drop down arrow.
                                                                                                      All the SCIDs assigned to your
                                                                                                      digital certificate will appear here.

•   Click the ? (Help) and a window will
    display with a brief description of the
    portlet and a link to the user
    documentation for that specific portlet
    or system/application.



                                                                     •   Forward and Backward buttons help to
                                                                         scroll through pages to view more issues
                                                                         not displayed in portlet window.




       EA/CSIA/CS/LCollins v1.8                                                                                        Page 8 of 29
                                                              CAISO PUBLIC
      Issue Management Portlet Page
      From the California ISO Market Participant Portal page, the ISSUE MANAGEMENT portlet is
      available for viewing the most recent issues associated with your SCID.

      Main Page
      Click the “Issue Management” link (located on the top left hand corner of the portlet) to gain
      access to the Issue Management application. The Issue Management page is where you can
      create a “New Issue” or “New Log Entry” for an existing issue. In top center of this page is the
      Report function where you can download your list of logged issues.

                                    •    Report utility

                                                                       •     Radio Buttons used to
                                                                             view listing of issues
•   New Issue button

                                                                                                                      •    Status




                                                                                                      •   Listing of issues based
                                                                                                          radio button selected
                                                      •   Description of the
                                                          highlighted Issue above


•   New Log Entry for
    an existing issue
                                              •    Related Notes of the
                                                   highlighted issue above




                                                                                                          •    Description of the
                                                                                                               highlighted Note to
                                                                                                               the left




                    This is a reminder statement that if the issue is a time sensitive emergency
                    which needs immediate attention. Please contact your Client Representative
                    instead of entering the issue.




      EA/CSIA/CS/LCollins v1.8                                                                                      Page 9 of 29
                                                           CAISO PUBLIC
By selecting one of the following top radio buttons, the issues displayed will correspond to:

        •    My Issues – Open (default)
             Shows all open issues submitted (entered) by you or another authorized person
             in your organization.
        •    My Issues – Today
             Same as My Request – Open but further defines the list by Issues created
             “Today”.

        •    By SCID – Open and Closed
             Shows all the open issues plus those that have been closed and are still in the
             queue. Closed issues are viewable for five (5) business days prior to dropping
             from the queue




                                              •   The radio buttons show different
                                                  methods of searching for issues. My
                                                  Issues – Open is the default setting.




 EA/CSIA/CS/LCollins v1.8                                                                 Page 10 of
29
                                            CAISO PUBLIC
Field Definitions
 Field Name                      Description
 Date Submitted                  Date the Issue was entered into the system
                                 This is the Id that identifies your company
 SCID                            Note: Some companies have many SCIDs. Be sure to select the SCID related to
                                 the issue. If the SCID is not displayed, contact the Client Representative
                                 Short description of the Issue.
 Subject                         Put important information from the issue, something unique that describes issue.
                                 Example: Inaccurate OASIS ATC Values (5/25/06 – 5/31/06)
                                 Date the issue is targeted for resolution. Populated by 10 business days after
 Planned Resolution Date
                                 Date Submitted if issue is not closed.
 New Issue                       Used to create a “New Issue” Note: Attachments can be added in this area.
 Issue Description               Details relating to the issue. Full explanation of the subject
 New Log Entry                   Used to create a “New Log Entry” for an existing issue.
 Work Log Description            Enter a complete description that best describes the issue
                                 Associated work log entries. These can describe actions taken, research being
 Related Work Log                done and any additional information requested from the Scheduling Coordinator
                                 CAISO. Note: Attachments can be added in this area.
 Requester Name                  The name of the contact person for whom the issue is recorded
 Requester Phone                 The contact phone number for the requestor.
                                 Associated work log entries. These can describe actions taken, research being
 Email Address                   done and any additional information requested from the Scheduling Coordinator
                                 CAISO. Note: Attachments can be added in this area.
 Status                          Indicates where the issue ticket is in the process to being resolved. Displayed on
                                 the Issue Management Main page and the Issue Management Reports
                                 New – A ticket will have this status when it is first created and also when it is first
                                 routed to another business unit. (system generated)
                                 Assigned – A ticket will have this status when an owner has been designated.
                                 (system generated)
                                 With Customer – A ticket is manually changed to this status when it has been
                                 determined that there is a need for more information required from the external
                                 customer to resolve the inquiry. (manually changed)
                                 Work In Progress – A ticket will be changed to this status when the SME is
                                 working on the issue. When this status is selected an e-mail notification will be
                                 sent to the Client Rep. (manually changed)
                                 Resolved – A ticket will be manually changed to this status when the SME has
                                 resolved the issue in the inquiry and a notification will be sent by TRAIN to the
                                 Client Rep. (manually changed)
                                 Closed – A ticket will be manually changed to this status by CS&IA only when
                                 the resolution has been communicated to the client. (manually changed)


                     Status = With Customer
                     CAISO is requesting additional information from the client. For each day the
                     issue ticket is in this status, an additional day is automatically added to the
                     Planned Resolution Date.



 EA/CSIA/CS/LCollins v1.8                                                                                                  Page 11 of
29
                                                                 CAISO PUBLIC
How to Create a New Issue
All inquires and issues requiring action from Customer Service must be entered into the ISSUE
MANAGEMENT application. Each Scheduling Coordinator has an assigned Client
Representative.

1. Click “Issue Management” link on the MPP page to access the “Issue Management”
   screen.

2. Click “New Issue” button.




 EA/CSIA/CS/LCollins v1.8                                                          Page 12 of
29
                                        CAISO PUBLIC
3. The “Log An Issue” screen displays:

     •       Client Name (your company) fills in automatically
     •       Your Name fills in automatically
     •       Your Email address fills in automatically
     •       Your Phone # is not filled in and you can enter a number
     •       You need to select the SCID for the issue, if your profile enables you to submit issues
             on behalf of other SCs or you have multiple SCIDs. Selecting the SCID here is
             important to ensure the issue is logged against the correct SCID.

                                                                                      •   You must select the
                                                                                          appropriate SCID from
                                                                                          this drop down arrow. All
                                                                                          the SCIDs assigned to
                                                                                          your digital certificate
                                                                                          will appear here.




                                                               •   Fields in BOLD are system required
                                                                   fields.




3.       Enter:

         •   Phone #
         •   SCID (from the drop down list).
               Note: There will be a default SCID displayed in this box
         •   Subject. This is a required field. This should be a short description of the issue
         •   Full Description that further elaborates the issue.




 EA/CSIA/CS/LCollins v1.8                                                                               Page 13 of
29
                                                CAISO PUBLIC
4.           To add an “attachment”:

         •      Click the Add button
         •      Click “Browse” to choose the “File Name” document that you want included with this
                issue


                                                                      •   The Add Attachment window
                                                                          displays after the Add button is
                                                                          clicked
                                                                      •   Click Browse to search for
                                                                          specific file




     •        Click Add button to add
              attachments to the issue ticket.




.




 EA/CSIA/CS/LCollins v1.8                                                                          Page 14 of
29
                                                 CAISO PUBLIC
                                                                    •   The Choose file window displays
                                                                        after the Browse button is
                                                                        clicked
                                                                    •   Select the file and click Open to
                                                                        select specific file




    •   The “Choose file” pop-up box lists files located in your default directory
    •   Click “Open” button (locate on the bottom right hand corner of this box). Note: The
        “Add Attachment” box now contains the name and location of the chosen file.
    •   Click “OK” to include this file or “Cancel” to prevent this attachment from being included
        in this issue




 EA/CSIA/CS/LCollins v1.8                                                                     Page 15 of
29
                                           CAISO PUBLIC
5. Click “Submit” to return to the “Issue Management” screen where you will view the newly
    created issue.


                                                       •   Attachment is added and Issue
                                                           ticket is complete
                                                       •   Click Submit to submit the issue
                                                           for resolution.




•   You can add additional
    attachments, delete attachments
    and even save attachments to
    disk




              You can change Email address and Phone # on this
              page.




 EA/CSIA/CS/LCollins v1.8                                                                     Page 16 of
29
                                               CAISO PUBLIC
Issue Related Notes
On the main Issue Management page you can see all the issues displayed based on the radio
button selected.

You can view information on each issue just by clicking on the issue row for the line to be
highlighted. You can also add additional information and attachments as needed.




                                             •   The second issue ticket above is
                                                 highlighted                        •   Issue Ticket is assigned
                                             •   The Related Work Log below
                                                 indicates the attachment for the
                                                 highlighted issue ticket.




             The New Log Entry button does not display until an
             issue is selected.


             The status of each issue ticket is displayed indicating
             where is the process the ticket is, for example:
                 • Ticket is “Assigned” meaning ticket has been
                      assigned to a specific person for resolution
                 • Ticket is “In Progress” meaning someone is
                      working on the resolution.




 EA/CSIA/CS/LCollins v1.8                                                                            Page 17 of
29
                                                   CAISO PUBLIC
How to Add a New Log Entry
       1. Once an Issue is created, click on the issue to select and it will be highlighted.




 EA/CSIA/CS/LCollins v1.8                                                                 Page 18 of
29
                                            CAISO PUBLIC
       2. Click “New Log Entry” button. Note: The “Issue Tracker – Work Log” screen
          opens.



                                                                        •   Click Save to add work log to
                                                                            issue.




                •    Click into the attachment section
                     to activate to Add button.




       3. Complete the Subject and the Description:

            •   The “Subject” of the new log entry for this issue
            •   A full “Description” of this work log entry.

       If an attachment is required for this Work Log entry, then:

       4. Click into the attachment section to activate the Add button. Once the button
          appears, the steps are the same as adding an attachment to an issue.

       5. Click Save to add Work Log to the issue.




 EA/CSIA/CS/LCollins v1.8                                                                          Page 19 of
29
                                                         CAISO PUBLIC
The Work Log is added to the.issue ticket.

       6. Click the Refresh button to display the newly added Work Log entry.




                                                                                          •   Displays the
                                                                                              full description

                                                                  •   Refresh button




                                                                        •   Newly added




To view the full description of the work log.:

       7. Click the         button to display the full description.

       8. Close “Close” in the Log Entry Description window to close dialog box.

       Note: The Log Entry Description display window is read only and cannot be edited.




 EA/CSIA/CS/LCollins v1.8                                                                 Page 20 of
29
                                               CAISO PUBLIC
Reports
Issues entered starting 08/20/07 will be visible on this report. Issues entered prior to 8/20/07
will not be visible. The Issue Management Screen gives you an opportunity to download a
listing of all your logged issues into an Excel spreadsheet where you can manipulate your data
any way you want.

Fields that are available to you are: SCID, Request ID, Submit Data, Open Date, Last
Modified Date, Planned Resolution Date, Actual Resolution Date, Closed Date, Submitter,
Owner, Subject, Full Description, Stakeholder, Requester Name, Requester Phone, Email
Address, Survey/Timely Resolution and Relevant Response.

Once you have logged in and click on the “Issue Management” link, you will note that you are
at the California ISO Issue Management screen.

                                •   Report utility




1. Click “Report”. Another screen appears which gives you the option to “Open”, “Save”,
   or “Cancel” (return to the original screen without requesting a report).



 EA/CSIA/CS/LCollins v1.8                                                              Page 21 of
29
                                             CAISO PUBLIC
Open and View the Report
2. Click “Open”. To view the requested report




Save the Report to your Computer
3. Click “Save” to save this report to your computer.


 EA/CSIA/CS/LCollins v1.8                               Page 22 of
29
                                        CAISO PUBLIC
 EA/CSIA/CS/LCollins v1.8                  Page 23 of
29
                            CAISO PUBLIC
4. At this point, you can choose to “Open” the downloaded file or “Open Folder” for a
   listing of files located in your folder, or “Close” this screen to return to the “Issue
   Management” screen.
                                                         •   Status     •   Issue Resolution
SAMPLE Report




 EA/CSIA/CS/LCollins v1.8                                                               Page 24 of
29
                                          CAISO PUBLIC
Report Field Definitions
 Field Name                 Description
 Request ID                 System generated number for the issue submitted
 Submit Date                Date the Issue was entered into the system
 Last Date Modified         Last Date the issue ticket was modified
                            Date the issue is targeted for resolution. Populated by 10 business days after
 Planned Resolution Date
                            Date Submitted if issue is not closed.
 Actual Resolution Date     Date the issue had a resolution added to the ticket.
                            Date the issue was closed, meaning the resolution has been communicated to
 Closed Date
                            the client bus Customer Services.
                            Individual logged into Issue Management , entering the issue and submitting the
 Submitter
                            ticket
                            Short description of the Issue.
 Subject                    Put important information from the issue, something unique that describes issue.
                            Example: Inaccurate OASIS ATC Values (5/25/06 – 5/31/06)
 Full Description           Details relating to the issue. Full explanation of the subject
 Requester Name             The name of the contact person for whom the issue is recorded
 Requester Phone            The contact phone number for the requestor.
                            Associated work log entries. These can describe actions taken, research being
 Email Address              done and any additional information requested from the Scheduling Coordinator
                            CAISO. Note: Attachments can be added in this area.
                            This is the Id that identifies your company
 SCID                       Note: Some companies have many SCIDs. Be sure to select the SCID related to
                            the issue. If the SCID is not displayed, contact the Client Representative
                            Indicates where the issue ticket is in the process to being resolved. Displayed on
                            the Issue Management Main page and the Issue Management Reports
                            New – A ticket will have this status when it is first created and also when it is first
                            routed to another business unit. (system generated)
                            Assigned – A ticket will have this status when an owner has been designated.
                            (system generated)
                            With Customer – A ticket is manually changed to this status when it has been
                            determined that there is a need for more information required from the external
 Status                     customer to resolve the inquiry. (manually changed)
                            Work In Progress – A ticket will be changed to this status when the SME is
                            working on the issue. When this status is selected an e-mail notification will be
                            sent to the Client Rep. (manually changed)
                            Resolved – A ticket will be manually changed to this status when the SME has
                            resolved the issue in the inquiry and a notification will be sent by TRAIN to the
                            Client Rep. (manually changed)
                            Closed – A ticket will be manually changed to this status by CS&IA only when
                            the resolution has been communicated to the client. (manually changed)
 Issue Resolution           The detailed description of the resolution to the issue entered.
 Timely Resolution          Survey question to be answer Yes or No once the issues is closed.
 Relevant Response          Survey question to be answer Yes or No once the issues is closed.



 EA/CSIA/CS/LCollins v1.8                                                                                             Page 25 of
29
                                                            CAISO PUBLIC
Closed Issues
Closed Issues
Closed issues will remain in the queue and visible for 5 business days. You will need to filter
by SCID.

The closed issues will not display in the “My Issues - Open”. Issues open today and closed
today will display in the “My Issues – Today”. Otherwise the closed issues will display by
selecting the SCID.

This screen shot displays currently open issues:

                                                         •   My Issues - Open




                                                                                    •    No SCID selected




•   New Log Entry
    button is active




 EA/CSIA/CS/LCollins v1.8                                                               Page 26 of
29
                                          CAISO PUBLIC
This screen shot displays the issues after the issues are closed:

.

                                                   •     No radio buttons are
                                                         selected




                                                                                •   SCID is selected




1. Click SCID drop down arrow and select the appropriate ID All the closed issue tickets
   for the SCID are displayed.




 EA/CSIA/CS/LCollins v1.8                                                       Page 27 of
29
                                          CAISO PUBLIC
2. Click on the closed issue to highlight, the work log is then displayed. The resolution will
   be entered in the Work Log with the subject “Resolution”.




                                                                                       •    Survey Questions




  •     Resolution Work Log
        entry




Survey Questions
The closed issue will display survey questions for the submitter to complete. Be sure to select
the appropriate response to the survey questions on the issue ticket

      1. Review the resolution in the Work Log

      2. Click on the appropriate response “No” or “Yes” for each survey question in red.

         •    Timely Resolution                   Yes or No
         •    Relevant Response                   Yes or No

              The New Log Entry button is NOT available on Closed Issues




 EA/CSIA/CS/LCollins v1.8                                                              Page 28 of
29
                                                 CAISO PUBLIC
Enhancements
To suggest enhancements to behavior, request features or Report Issues, send an email to
mppmailbox@cais.com.




 EA/CSIA/CS/LCollins v1.8                                                         Page 29 of
29
                                        CAISO PUBLIC