Customer Guide to SMARTrac

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					             Prgm
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             Dept: PCMMMA



                                                                                                             Customer
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                                                                                                             Guide
                                 Code                           Menu      agem
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                                  N                                                         Date:
                                          New
                                 U               L                                         User: 91-12-03
                                         Upda og Creatio                                          USER



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                                       Searc           o           g
                               V               h The g
                                       View
                               Q              Activ Log Data
                                     View           e Log         Base



                                                                                                            SMARTrac
                              R              A             s
                             A       Repo ctive Log You Crea
                                           rt             s            te
                             ?      Admin ing Servic In Your Q d
                                            istrat        es          ueue
                           .        Help           ive S
                                                         ervic
                                   Ter m                       es
                                         inate
                   Code
                       : ___

Ente
       r–PF
            1                                Log N
        Help —PF2—                                 umbe
              Main PF3—                                 r: ___
                   Exit PF4—                                   ____
                        Crte PF5—P                                  (Cod
                             Srch   F6—                                  eUo
                                        PF7—                                 rDo
                                  View       PF8—
                                                                                 nly)
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                                                   Admn PF10—
                                                           Defs    PF11
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                                                                             12
                                                                          Rfsh —




                                                                                                               Quick Start
                                                                   State of Alaska
                                                                                                                  P. 3
                                                           Division of Information Services


Online Problem/Change Management System
Table of Contents

I. INTRODUCTION .................................................................. 4   II. HOW TO USE SMARTrac ..................................................... 9
      SMARTrac - Objectives ................................................. 4              Getting Started ................................................................. 9
      SMARTrac - Overview .................................................. 5                  USER Profiles ............................................................. 9
          Problem Management ....................................... 5                       Navigation and Keyboard Controls ............................. 9
          Change Management & Service Requests ...... 5                                      MAIN MENU ............................................................ 10-11
      SMARTrac - Organization ............................................ 6                    N NEW LOG CREATION ............................... 12-13
          DEPARTMENT .................................................. 6                       U UPDATE AN EXISTING LOG ......................... 14
          QUEUE ................................................................ 6              D DISPLAY A LOG ............................................... 15
      SMARTrac - Responsibilities ....................................... 7                     S SEARCH LOG DATA BASE ........................ 16-18
          Customer Services/“HELPDESK” QUEUE .. 7                                               V VIEW ACTIVE LOGS YOU CREATED .......... 19
          Change Control Board ....................................... 7                        Q VIEW ACTIVE LOGS IN YOUR QUEUE ...... 19
          Customers ........................................................... 7               R REPORTING SERVICES ................................... 19
          Computer Services/Data Network Services .. 7                                          A ADMINISTRATIVE SERVICES ....................... 19
          Computer Services/Technical Services .......... 7
          Computer Services/Operations ...................... 7
          Computer Services/Database Services .......... 7
          Customer Services/Application Support ...... 7
          Customer Services/Telephone Help .............. 7
          Administrative Services/DIS Fiscal ................ 7

SMARTrac Problem/Change Flow Chart ................................ 8




                                                                                                                                                                              2
                                                                                        Quick Start
                              Prgm: PCMMMAIN    SMARTrac Problem/Change Management System          Date: 91-12-03
                              Dept: INFOSERVE                  -Main Menu-                         User: USER1
The User Profile determines                     Code   Function
which functions appear on
                                                  N    New Log Creation
the Main Menu:                                    U    Update An Existing Log
                                                  D    Display A Log
         END-USER, USER,                          S    Search The Log Data Base
                                                  V    View Active Logs You Created
         ADMINISTRATOR                            Q    View Active Logs In Your Queue
                                                  R    Reporting Services
  USER, ADMINISTRATOR                             A    Administrative Services
                                                  ?    Help
                                                  .    Terminate
         ADMINISTRATOR
                                           Code: __                        Log Number: _______ (Code U or D only)



                              Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
                                    Help Main Exit Crte Srch View Que Rpts Admn Defs Rfsh




                                Code               Function
                                ------------       -----------------------------------------------------
                                N                  New Log Creation                ............................ See p. 11-13
                                U                  Update An Existing Log............................... See p. 14
                                D                  Display A Log                   ................................. See p. 15
                                S                  Search The Log Data Base.................... See p. 16-18
                                V                  View Active Logs You Created .................... See p. 19
                                Q                  View Active Logs In Your Queue ................. See p. 19
                                R                  Reporting Services              ................................. See p. 19
                                A                  Administrative Services ............................... See p. 19

                                                                                                                           3
I. Introduction
    Change Management is the process
that protects data processing facilities
from changes that are potentially dis-
ruptive or have unacceptable risk
                                            SMARTrac Objectives
associated with them. It is the ongoing
                                            1. Allow the performance of necessary and desired changes
process of communicating, coordinat-
                                               while maintaining a specified level of system availability
ing, scheduling, monitoring, and con-
                                               and stability
trolling changes to our data processing
                                            2. Facilitate the communication of change information to cus-
and telecommunications environment.
                                               tomer agencies and staff
    Problem Management is a method
                                            3. Ensure that all service and change requests are received, re-
of describing and tracking problems to
                                               viewed and tracked in a timely manner using consistent proce-
aid in problem determination and
                                               dures and evaluation criteria
diagnosis, and to facilitate system
                                            4. Ensure that the implementation of significant changes are
recovery and problem resolution.
                                               planned and controlled using consistent procedures so as to
    SMARTrac is an incident reporting
                                               minimize risk
system which aids problem recording
                                            5. Provide feedback mechanisms to enable DIS management to
and tracking and provides controls for
                                               monitor, evaluate, control, and modify the change process
changes that affect data center custom-
                                            6. Provide online, interactive information which will assist in the
ers. The system is also used by the
                                               planning and decision making process for other functional
Division of Information Services (DIS)
                                               areas
to track customer service and support
                                            7. Provide a means of promptly identifying the source of a prob-
requests, as well as internal administra-
                                               lem and to help ensure timely resolution to problems
tive and fiscal activities.
                                            8. Document the steps taken to recover from, or circumvent,
                                               problem conditions and the analysis that results in identifying
                                               the precise cause of a failure.




                                                                                                                  4
Overview                                    Problem Management
                                                                                      Change Management & Service
                                                                                      Requests

                                                A customer can enter a problem, or        Customers requests for service or
    SMARTrac is an automated incident                                                 changes must be routed through the
                                            DIS staff can enter a problem on behalf
tracking system designed to manage                                                    SMARTrac Administrator at either of
                                            of the customer. “Problems” are the
problem reports and change requests                                                   the data centers, and the UserID of the
                                            result of hardware and software fail-
within an organization by recording the                                               supervisor who will approve changes
                                            ures, including:
activities which occur during the reso-                                               as requested must be submitted. Once
                                             • Operating System environment
lution of these incidents. It enables DIS                                             approved as requests are received, they
                                             • Communications (terminals, lines,
and customers to:                                                                     will be assigned to DIS staff for resolu-
                                                etc.)
  • Submit and update problem reports                                                 tion.
                                             • A customer program which ends
    and change requests online                                                            High-risk and high-impact changes
                                                abnormally                            will be routed through the Change
  • Communicate with each other re-
                                             • Procedures (Job Control Language,      Control Board and will normally re-
    garding current activities and status
                                                etc.)                                 quire technical and capacity evalua-
  • Research current problems or
                                             • A recorded change which caused a       tions.
    changes by retrieving similar logs
                                                problem                                   Many low-risk and low-impact
    from the data base
                                             • Security                               changes will be automatically routed
  • Assign priorities and resources to
                                                                                      by the Help Center to the appropriate
    problems and changes                                                              technical personnel for resolution.
  • Report on the results of problem/                                                 These will require a minimum level of
    change resolution efforts                                                         input and tracking procedures are very
  • Pinpoint positive/negative trends                                                 simple. A few examples of low-im-
    in the production environment                                                     pact/risk changes include:
    All types and levels of changes,                                                    • Installation, upgrade or removal of
service requests and problems will be                                                     non-system hardware/software
recorded as “logs” in the SMARTrac                                                      • Installation, upgrade or removal of
data base. By recording all levels of                                                     customer data communications
activity, DIS will be able to effectively                                                 equipment
measure, monitor, and control the level                                                 • Changes to Job Scheduling, Tape
and impact of change activity. Effective                                                  Management, data center procedures
tracking and communication will help                                                    • Changes generated by a problem log
to provide a high level of service to DIS                                               • Requests to change a Service Level
customers.                                                                                Agreement
                                                                                        • Requests to generate an RSA or AJE
                                                                                          (for services to be performed)
                                                                                                                             5
Organization
The DEPARTMENT name for DIS is            such as the hierarchy of its QUEUEs,    ate support group. Each of the DIS
“INFOSERV”                                log reassignment limits, values of      customer support groups has a primary
                                          keywords, problem severity, catego-     QUEUE and some have additional sub-
    SMARTrac accommodates multiple        ries, cause codes and acronyms.         QUEUEs, organized hierarchically, to
distinct types of incident data within                                            provide multiple levels of technical
the State of Alaska. Currently, the       “INFOSERV’s” default QUEUE for          support.
Department of Administration (DIS),       new LOGs is named “HELPDESK”                Each primary QUEUE has an
Department of Labor, Division of Fi-                                              “ADMINISTRATOR” (USER Profile)
nance, Department of Corrections,              Within “INFOSERV” a hierarchical   for determining actions required for
Department of Natural Resources,          procedure exists for problem resolu-    associated LOGs. Examples of actions
Department of Health & Social Services,   tion and change implementation.         include:
Legislative Affairs, and the Department   When incident data enters the system
of Transportation have defined separate                                            • Review and report on status of logs
                                          it is placed in the “HELPDESK”
purposes for the system and have                                                     in their Queue
                                          QUEUE, which is a central point of
established specific definitions and      collection for new LOGs to be re-        • Set and/or modify schedules for
functions.                                viewed and assigned to the appropri-       changes
    In SMARTrac, this highest level of
data organization is defined in a DE-                                              • Track progress of assigned logs
PARTMENT Profile. For each DE-                                                     • Record resolution activity (or reas-
PARTMENT, the system allows for                                                      signment)
definition of defaults and standards
                                                                                   • Record test plan, backout plan, etc.
                                                                                     when required
                                                                                   • Participate in Change Control Board
                                                                                      After a log is resolved, it is assigned
                                                                                  back to the originator (customer or DIS
                                                                                  staff) to be closed. Detailed procedures
                                                                                  for SMARTrac are described later in this
                                                                                  document.



                                                                                                                            6
                                                                          Change Control Board -- Reviews and approves change requests

Responsibilities                                                               of significant impact to customers or operations; Ensures
                                                                               coordination of changes among DIS organization; Estab-
                                                                               lishes criteria for prioritizing changes and problems; Makes
                                                                               personnel assignments to major changes and problems;
Customer Services / “HELPDESK” QUEUE -- Customer                          Customers -- Log “HELPDESK” problems, change requests and
      Services is a key element in the problem/change manage-                  service requests; Optionally participate in Change Control
      ment process. The SMARTrac Administrators have clerical                  Board; Review logs in “PUBLIC” queue for information on
      and data entry support from the Help Desk at each data                   previously resolved problems;
      center—Juneau: 465-1818, Anchorage: 269-5016,                       Customer/ Administrator -- Monitor progress of their agency’s
      Fairbanks: 451-5288.                                                     Logs; Ensure that logs satisfactorily resolved by DIS are
                                                                               subsequently closed by originators; Assist in modifying
Administrators have primary responsibility for the following                   agency’s user profiles; Establish guidelines for internal use
functions:                                                                     of SMARTrac; Serve as contact point for information dis-
                                                                               semination;
 • Review HELPDESK Queue - Initial review of all logs; Sets               Computer Services/ Data Network Services -- Log Data Com-
     priorities and type codes; Determines evaluation and review               munications change or service requests on behalf of custom-
     requirements; Verifies that logs are being entered properly               ers and log problems reported by customers; Reassign logs
     into the data base                                                        to appropriate level-2 queue (Anchorage, Juneau, Fairbanks
 •   Assign responsibility for log resolution - Assigns implementa-            or Telecommunications Services);
     tion and/or review responsibilities and sets initial schedules;      Computer Services / Technical Services -- Log Systems Pro-
 •   Schedule Change Control Board review - Provide planning                   gramming change or service requests on behalf of custom-
     and assists with organizing Change Control Board meetings;                ers and log problems reported by customers;
     Notify customers of outage schedules when required;                  Computer Services / Operations -- Log production, software,
 •   Track progress of incidents and approved changes - Tracks                 hardware and system failures and reassign logs to data
                                                                               center queues and/or manufacturer service queues
     change requests which have not met scheduled activity dates;
                                                                               (AMDAHL, IBM);
     Reviews schedule changes; Tracks problems to ensure timely
                                                                          Computer Services / Database Services -- Log Database change
     resolution and reassigns closed logs to the “PUBLIC” Queue
                                                                               or service requests on behalf of customers and log problems
     for general access to information on resolved problems;
                                                                               reported by customers;
 •   Notify contacts and customers - Ensures communication with
                                                                          Customer Services / Application Support -- Log Customer
     requester when a change is scheduled, implemented, or has a status
                                                                               Service Requests on behalf of customers and reassign logs to
     modification; Reviews and closes logs created by HELPDESK after
                                                                               appropriate customer service queues for Anchorage or
     changes are implemented or problems are resolved;
                                                                               Juneau;
 •   Provide system administration and reporting - Provides               Customer Services / Telephone Help -- Will refer telephone
     central direction and monitoring on how well problem/                     service requests to an agency’s telephone contact person;
     change management is functioning; Develops reports and                    Problems will be resolved and re-assigned to Log’s creator;
     maintains the SMARTrac application.                                       Problems with State telephone equipment should be re-
                                                                               ported verbally to Help Center at 465-1818.

                                                                                                                                          7
                 Problem Originator                                                                   Change Originator
                                                                                                Agency
              Customer       DIS staff                                                                           DIS staff
                                                                                              Management




                                                          New Problem/Change
                                                            Log entered into
                                                          SmarTrac HELPDESK
                                                             Level 1 Queue

                                                        • JDC Administration
                                                        • ADC Administration
                                                        • Network Administration




SmarTrac Problem/                                  Problem/Change Log assigned to

Change Flow Chart
                                                     Level 2 Assignment Queues

                                           • Customer Services         • Data Control
                                           • Data Base                 • Network Services
                                           • Technical Services        • Telecommunications
                                           • Operational Problems



                                                   Problem/Change Log assigned to
                                                       Level 3 Service Queues

                                          • DIS UserIDs               • Fiscal RSAs



                                                        Problem/Change Resolved
                                         (Resolved Logs reassigned back to Originator for closure.
                                         Customer Administrators periodically review their agency’s
                                                        Logs and contact originator.)



                                                  Closed Logs                 Closed
                                                  Public Queue                 Logs



                                                                                                                             8
II. HOW TO USE SMARTrac
Getting Started                                                            • “ADMINISTRATOR” -- Performs all “USER” functions and has
    Customers access the application through the menu selection “E-            access to the system’s Administration Services (profiles, de-
Mail CICS”, followed by the XJUEMAIL master menu selection for                 faults, etc.)
“SMARTrac”.
    A first time user will be asked for his/her name and phone            Navigation and Keyboard Controls
numbers. After this is entered, the person’s User Profile is
established as an “END-USER.” After the User Profile is created,           • If an individual is not sure what should be entered in an op-
the customer’s menu of authorized functions is automatically                   tional field, the field should be left blank and a “HELPDESK”
displayed when SMARTrac is accessed. “END-USERs” may only                      representative will complete it.
enter Problem Logs into the system.
                                                                           •   Required fields are displayed in RED, optional fields are dis-
    For users requiring advanced functionality and the ability to enter
                                                                               played in GREEN.
Change Request Logs, the User Profile can be changed to “USER” by
contacting the “HELPDESK” or the agency’s designated Customer
                                                                           •   Use the SMARTrac default values unless otherwise instructed by
Administrator. Change Request Logs require customer supervisor                 the “HELPDESK” or a customer support representative.
approval; the supervisor’s UserID is entered in the User Profile.          •   Entering “?” in any field will display a description of the field.
    Most state agencies participating in SMARTrac assign a primary         •   Placing the cursor on a field and pressing the F1 key will also
contact who will have limited “ADMINISTRATOR” capabilities to                  provide online help.
help manage their “USER” and “END-USER” profiles.                          •   Entering “*” (an asterisk) in any field will display a list of valid
    DIS’ system “ADMINISTRATORs” are located in Juneau to                      entries to select. Generic search is provided by entering an
track problems and resolutions, and to manage changes that affect              asterisk (*) after the desired character string.
the Division of Information Services’ resources.                           •   Valid PF Key usage is prompted at the bottom of each screen.
    For a current list of agency SMARTrac Administrators contact           •   The “.” Terminate code (a period) terminates SMARTrac and
the HELPDESK at—Juneau: 465-1818, Anchorage: 269-5016, or                      returns to XJUEMAIL from the Main Menu. Selecting F2 from
Fairbanks: 451-5288.                                                           any screen within SMARTrac returns to the SMARTrac Main
                                                                               Menu. Selecting F3 from any screen within SMARTrac exits one
SMARTrac allows for 3 types of USER Profiles:                                  screen at a time.
    The User Profile determines the functions to be performed by
an individual, and defines the individual’s Main Menu in                  Use TAB keys and other cursor controls to navigate within a
SMARTrac. (See page 3):                                                   log until ready to ENTER.

 • “END-USER” -- Creates Problem logs, updates and performs               Once the ENTER key is pressed, log text data
   inquiries only on their logs and confirms log resolution
                                                                          cannot be modified. If a customer makes a mistake or needs
                                                                          to amend a log, call the “HELPDESK” representative (Juneau 465-
 • “USER” -- Performs all “END-USER” functions, creates Change
                                                                          1818, Anchorage 269-5016, or Fairbanks 451-5288) for assistance, or
   Request Logs, performs inquiry and update on other logs in
                                                                          contact the “ASSIGNED TO:” person to get information added to
   their queue, and has access to Reporting Services
                                                                          the log.

                                                                                                                                                 9
MAIN MENU
    This section includes information about creating a log, a         generate an automatic text entry in the log, forming an “audit
display of the Main Menu and definitions of the selections            trail” of log activities.
and input fields used by the system.                                       Values may be entered into Fixed and/or Optional Key-
    When creating a new log, name and telephone informa-              word fields to facilitate log retrievals. Fixed Keywords are
tion must be entered only if the person creating the log is not       defined by an ADMINISTRATOR and are validated against a
the one experiencing the problem or making the change                 list of possible values. Optional Keywords are not validated.
request. This information is used by the person assigned to           The use of Keywords is very important, as they allow
the log to respond when it has been resolved or to obtain             SMARTrac users to retrieve active and/or resolved logs during
additional data.                                                      problem solving and change implementation efforts.
    When logs are created or updated the text portion is time              When log entries are completed, an individual should
stamped with current time, date and the person’s UserID.              make a note of the log number and Keywords used as they
Changes to the text of a log are accepted only on those lines         will be helpful for inquiries in the future or for communicat-
which have not yet been time stamped. Changes to non-text             ing with the HELPDESK and/or support staff assigned to
fields such as “Priority”, “Queue”, “Status” and “UserID”             the log.


                                   Prgm: PCMMMAIN    SMARTrac Problem/Change Management System         Date: 91-12-03
                                   Dept: INFOSERVE                -Main Menu-                          User: USER1

                                                     Code    Function
                                                      N     New Log Creation
                                                      U     Update An Existing Log
                                                      D     Display A Log
                                                      S     Search The Log Data Base
                                                      V     View Active Logs You Created
                                                      Q     View Active Logs In Your Queue
                                                      R     Reporting Services
                                                      A     Administrative Services
                                                      ?     Help
                                                      .     Terminate

                                                Code: ___                 Log Number: _______ (Code U or D only)



                                   Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
                                         Help Main Exit Crte Srch View Que Rpts Admn Defs Rfsh




                                                                                                                                 10
Navigating the New Log Creation Screen

Status:          "NW" = New Log (default)
Note: This field is protected during new log creation. When a log is created,      Queue:
the system changes the status:                                                     HELPDESK -- (default)
If Log Type = "P"         Status is : "OP" (open)                                  Other Level 1 Queues should only be selected         Outage:
If Log Type = "C"        Status is : "IN" (need supervisor Initial, if this is     by experienced users instructed to do so. A          N -- (default)
                          established in User Profile)                             list of Queues is available by entering "*"          Y



                                          Prgm: PCMMMAIN            SMARTrac Problem/Change Management System                   Date: 93-12-03
                                          Dept: INFOSERVE                        -- New Problem --                              User: USER1

                                          Action Code: N Refer to Log:________ P/S : N Log Type: P Priority: LOW Outage: N
                                          Status: NW           Queue: HELPDESK___ Level: 1                    Assigned to: __________
                                                               Subject: ______________________________                    Page:      1 of 1
                                                                           _____________________________________________________________
                                                                           _____________________________________________________________
  Refer to Log: This is left blank                                         _____________________________________________________________
  unless the new log is related to                P/S:                     _____________________________________________________________
  another, existing log, i.e. the                 "N" -- No Predecessor/_____________________________________________________________
                                                                                                       Level:
  same problem being previously                            Successor Exists_____________________________________________________________
                                                                                                       Queue's hierarchical level
  reported. (If known, the                                 (default)       _____________________________________________________________
                                                                                                       number. (Informational)
  customer will enter the previ-                  "A" -- Add               _____________________________________________________________
  ously reported log number and                                            _____________________________________________________________
  the logs will be resolved                                                _____________________________________________________________
  simultaneously. In most cases,          Opt. Keys ____________ _____________ ___________ ____________ ___________ ____________
  this will be done by appropri-          SOFTWARE ____________ HARDWARE                ___________ Id: USER1___ Name: Friendly, Uzer
  ate DIS staff).                         ERROR       ____________ AGENCY               ___________ P: (907 ) 465 - 5555              Ext: 55
                                          Enter--PF1-----PF2-----PF3-----PF4-----PF5-----PF6-----PF7-----PF8-----PF9-----PF10-----PF11-----PF12---
                                                 Help Main Exit                  Summ                    Newpg           Defs              Rfsh




N NEW LOG CREATION                                                        The system displays a new log
form to be completed.
                                                                                                                                                     11
Action Code:                      Prgm: PCMMMAIN            SMARTrac Problem/Change Management System                   Date: 93-12-03
                                  Dept: INFOSERVE                        -- New Problem --                              User: USER1
N = New Log (default)
B = Bottom (go to last page)      Action Code: N Refer to Log:________ P/S : N Log Type: P Priority: LOW Outage: N
C = Create a new page             Status: NW           Queue: HELPDESK___ Level: 1                    Assigned to: __________
F = Refresh the screen                                 Subject: ______________________________                    Page:      1 of 1
O = Overlay/Copy existing                                          _____________________________________________________________
                                                                   _____________________________________________________________
Log
                                                                   _____________________________________________________________
S = summary/log switch                   Id:         UserID of log originator.
                                                                   _____________________________________________________________
T = Top (go to first page)               Name:       Name of log originator.
                                                                   _____________________________________________________________
                                         P:, Ext:    Log originator’s phone number
+ = One page forward                                 and extension.
                                                                   _____________________________________________________________
- = One page backward                                              _____________________________________________________________
                                                                   _____________________________________________________________
. = Exit SMARTrac
                                                                   _____________________________________________________________
                                                                   _____________________________________________________________
                                  Opt. Keys ____________ _____________ ___________ ____________ ___________ ____________
                                  SOFTWARE ____________ HARDWARE                ___________ Id: USER1___ Name: Friendly, Uzer
                                  ERROR        ____________ AGENCY              ___________ P: (907 ) 465 - 5555              Ext: 55
                                  Enter--PF1-----PF2-----PF3-----PF4-----PF5-----PF6-----PF7-----PF8-----PF9-----PF10-----PF11-----PF12---
                                         Help Main Exit                  Summ                    Newpg           Defs              Rfsh


                                                                                                           Assigned to: blank (default).
                                                                                                           Note: After HELPDESK Adminis-
                                                                                                           trator enters the appropriate
 Opt. Keys:   Optional Keywords used for General Searches and some Report-                                 Queue name, that Queue's admin-
                                                                                                           istrator enters the UserID of
              ing Services selection criteria.
                                                                                                           individual assigned to the log.
 Software     Fixed Keywords identify data center software such as CICS,
              ADABAS. A list is available by entering an “*”.
 Hardware     Fixed Keywords identify hardware type, terminal ID or device
              address. A list is available by entering an “*”.
 Error        Abend code or message number. Generic entries can be selected
              by entering an “*”, and modified as needed after selected.


N NEW LOG CREATION                                           More basic navigation.

                                                                                                                                         12
    SUBJECT:        Enter change or problem title in         PRIORITY: Note: Priority is also referred to as “Class” on some of the log lists
    Line 1, start detail description in Line 2. The
    first 15-30 characters of Line 1 will be displayed       If Log Type = “P” (Problem)                     If Log Type = “C” (Change)
    on Search and View log lists, so be brief and            Priority may be:                                Priority may be:
    meaningful. Line 2 is the first line of text and is      “LOW” (default)                                 “LOW” (default)
    also required.                                           “MED” = Medium Severity                         “MED” = Medium Severity
                                                             “HI “ = High Severity                           “HI “ = High Severity
    Additional subject lines (and pages) are for             “SV1” = Critical Condition                      “EMR” = Emergency Change
    describing the problem or change request in as           “SV2” = Severely Restricted Ops                 “Nxx” where xx = HI, LO, ME.
    much detail as possible so that the log can be           “SV3” = Function Limitation                      N:     1 = Major Impact
    assigned to the proper level of support and the          “SV4” = Circumvention Available                         2 = Significant
    assigned person can clearly understand what is                                                                   3 = Visible, easy backout
    needed to resolve the problem or to complete the                                                                 4 = Minimal (day-to-day)
    change. Include a target date wherever possible.                                                                 5 = Simple Change



       Prgm: PCMMMAIN           SMARTrac Problem/Change Management System                 Date: 93-12-03
       Dept: INFOSERVE                       -- New Problem --                            User: USER1

       Action Code: N Refer to Log:________ P/S : N Log Type: P Priority: LOW Outage: N
       Status: NW           Queue: HELPDESK___ Level: 1                    Assigned to: __________
                            Subject: ______________________________                    Page:      1 of 1
                                        _____________________________________________________________
                                        _____________________________________________________________
AGENCY: The first 3                     _____________________________________________________________                               KEY: REQUIRED
                                        _____________________________________________________________
characters of log                                                                                                                   INPUT FIELDS ARE
                                        _____________________________________________________________
originator’s UserID, or                                                                                                             IN A SOLID BOX
                                        _____________________________________________________________
agency billing code.
                                        _____________________________________________________________
                                        _____________________________________________________________          LOG TYPE:
                                        _____________________________________________________________-- for Problem (default for END-USER)
                                                                                                               P
                                        _____________________________________________________________
                                                                                                               C -- for Change
       Opt. Keys ____________ _____________ ___________ ____________ ___________ ____________
                                                                                                               Note: USER’s Default can be either “P”
       SOFTWARE ____________ HARDWARE                ___________ Id: USER1___ Name: Friendly, Uzer
                                                                                                               or “C”, as established in User Profile.
       ERROR       ____________ AGENCY               ___________ P: (907 ) 465 - 5555              Ext: 55
       Enter--PF1-----PF2-----PF3-----PF4-----PF5-----PF6-----PF7-----PF8-----PF9-----PF10-----PF11-----PF12---
              Help Main Exit                  Summ                    Newpg           Defs              Rfsh



   N NEW LOG CREATION                                                      Required Input Fields.
                                                                                                                                                   13
 Action Code:
 (blank) = default               Prgm: PCMMLOGD            SMARTrac Problem/Change Management System                   Date: 93-12-03
 U = Update the log              Dept: INFOSERVE                    -- Update Change 16324 --                          User: USER1
 D = Display a log
                                 Action Code:         Refer to Log:________ P/S : N Log Type: C Priority: LOW Outage: N
 X = Next Log
                                 Status: OP           Queue: DATABASE __ Level: 1                Assigned to: XDBCKGT on: 931020
 B = Bottom (go to last page)                         Subject: AKSAS Natural 22 Conversion__________ Page:                  1 of 1
 C = Create a new page                                            to be performed November 14, 1993_________________________
 F = Refresh the screen                                           at about 15:30. Customers have been notified and agree to___
 S = summary/log switch                                           the date. This event is a Pre-Production AKSAS Natural 2_______
                                                                  Environment Conversion_____________________________________
 T = Top (go to first page)
                                                                  *** Log type is now Change ***_______________________________
 + = One page forward                                             *** Log priority is LOW ***_____________________________________
 - = One page backward                                            *** Log status is OP ***________________________________________
 . = Exit SMARTrac                                                *** Log is assigned to queue DATABASE_______________________
                                                                  *** Log is assigned to K Trout - XDBCKGT______________________
                                 XOHCEWM 931020 1429 ccb approved__________________________________________________
                                 Opt. Keys NAT224_____ _____________ ___________ ____________ ___________ ____________
Status:                          SOFTWARE NATURAL___ ERRORS                    ___________ Id: USER1___ Name: Trout, Kilgore
OP = Open                        HARDWARE ____________ AGENCY                  XDB_______ P: (907 ) 465 - 5555               Ext: 55
IN = Needs Supervisor Initials   Enter--PF1-----PF2-----PF3-----PF4-----PF5-----PF6-----PF7-----PF8-----PF9-----PF10-----PF11-----PF12---
AR = Approval Required                  Help Main Exit                  Summ                    Newpg           Defs     Updt     Rfsh
PF = Pending Funding
AF = Approved Funding
DF = Denied Funding
RE = Resolved **                             ** Note: When a log is Closed or Resolved, a Problem Cause
CL = Closed **                               Code (or Change Cause Code) must also be entered. A valid
                                             Cause Code can be selected from a list, displayed on request after
                                             changing the Status to “CL” or "RE".
                                             When a log is Closed, the system prompts the user with a
                                             choice of placing the log into the PUBLIC Queue (or not).



U UPDATE AN EXISTING LOG Display and update the
  content of a log assigned to the current user. (Add text, re-
  assign, change priority, change status)
                                                                                                                                            14
                                               Prgm: PCMMMAIN    SMARTrac Problem/Change Management System        Date: 91-12-03
                                               Dept: INFOSERVE                  -Main Menu-                       User: USER1
  To Display a Log, Enter "D"                                    Code         Function

  on the Main Menu, and enter                                      N
                                                                   U
                                                                         New Log Creation
                                                                         Update An Existing Log
                                                                   D     Display A Log
  the Log Number.                                                  S
                                                                   V
                                                                         Search The Log Data Base
                                                                         View Active Logs You Created
                                                                   Q     View Active Logs In Your Queue
                                                                   R     Reporting Services
                                                                   A     Administrative Services
                                                                   ?     Help
                                                                   .     Terminate

                                                            Code: ___              Log Number: _______ (Code U or D only)



                                               Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
                                                     Help Main Exit Crte Srch View Que Rpts Admn Defs Rfsh
                                                ^^^^^^^^
 Action Code:
 blank (default)                Prgm: PCMMLOGD               SMARTrac Problem/Change Management System                             Date: 93-12-03
 B = Bottom (last page)         Dept: INFOSERVE                       -- Display Change 16324 --                                   User: USER1
 D = Display a log              Action Code:         Refer to Log:________ P/S : N Log Type: C Priority: LOW Outage: N
 F = Refresh the screen         Status: OP           Queue: DATABASE __ Level: 1                Assigned to: XDBCKGT on: 931020
 S = summary/log switch                              Subject: AKSAS Natural 22 Conversion__________ Page:                  1 of 1
 T = Top (go to first page)                                      to be performed November 14, 1993_________________________
 U = Update the log                                              at about 15:30. Customers have been notified and agree to___
                                                                 the date. This event is a Pre-Production AKSAS Natural 2_______
        (transfers user to                                       Environment Conversion_____________________________________
        Update mode, if                                          *** Log type is now Change ***_______________________________
        authorized. See                                          *** Log priority is LOW ***_____________________________________
        previous page.)                                          *** Log status is OP ***________________________________________
 + = One page forward                                            *** Log is assigned to queue DATABASE_______________________
                                                                 *** Log is assigned to K Trout - XDBCKGT______________________
 - = One page backward          XOHCEWM 931020 1429 ccb approved__________________________________________________
                                Opt. Keys NAT224_____ _____________ ___________ ____________ ___________ ____________
                                SOFTWARE NATURAL___ ERRORS                    ___________ Id: USER1___ Name: Trout, Kilgore
                                HARDWARE ____________ AGENCY                  XDB_______ P: (907 ) 465 - 5555               Ext: 55
                                Enter--PF1-----PF2-----PF3-----PF4-----PF5-----PF6-----PF7-----PF8-----PF9-----PF10-----PF11-----PF12---
                                       Help Main Exit                  Summ                    Newpg           Defs              Rfsh



D DISPLAY A LOG All fields are protected except the Action
  Code.
                                                                                                                                                15
   Prgm: PCMMMAIN
   Dept: INFOSERVE
                              SMARTrac Problem/Change Management System
                                        -Search Log Entries-
                                                                                     Date: 91-12-03
                                                                                     User: USER1
                                                                                                                                    G General Search
                                                                                                                                    This menu option transfers to
                         Code      Function
                          G        General Search
                                                                                                                                    a user defined search screen
                          1        Active Logs Created By A User ID                                                                 that prompts input of key-
                          2        Active Logs Assigned To A User ID                                                                words, date and queue name
                          3        Active Logs In A Single Queue
                          4        Active Logs In A Queue And Subordinates                                                          combinations for selecting a
                          ?        Help                                                                                             list of logs to be displayed.
                          .        Return To Main Menu


                     Code: ___                 Argument: *_______
                                       Search Log Type: ___ (C, P or ‘ )

   Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—                                                                          Enter an asterisk "*" in
         Help   Main   Exit                                            Defs                Rfsh
                                                                 ^^^^^^                                                               these fields for a list of
                                                                                                                                      possible entries

                                                                    Prgm: PCMMMAIN         SMARTrac Problem/Change Management System              Date: 91-12-03
                                                                    Dept: INFOSERVE                  -Generalized Search-                         User: USER1

                                                                    Only enter values in the keys below that you wish to use in the search
Using the “display a range of keywords”                             Fixed Keywords
section of the screen, it is possible to                               SOFTWARE                  .             Active on Queue:                .
retrieve a list of keyword values, from                                HARDWARE
                                                                       ERROR                     .
                                                                                                  .               Contact Name:
                                                                                                       On or After Date Created:
                                                                                                                                             .
                                                                                                                                             (YYYYMMDD)
which the user may select the values to be                             AGENCY                    .     On or Before Date Created:            (YYYYMMDD)

used in the search operation. If the                                Optl Keywords:          and             and       .
maximum number of records selected                                                          and             and       .

exceeds the allowable number (as defined                            Non-blank values entered above will be ‘AND’ed together. Those entered
                                                                    below will be ‘OR’ed together, and then ‘AND’ed with those above.
by the ADMINISTRATOR), the user will be                             Optl Keywords:          or         or         .
prompted to refine the search criteria or                                                   or         or         .
choose an alternate method of extracting
information.                                                         Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
                                                                           Help Main Exit                      Defs      Rfsh




S SEARCH LOG DATA BASE                                                                   Search Log Entries menu is
  displayed.
                                                                                                                                                                   16
Prgm: PCMMMAIN             SMARTrac Problem/Change Management System                  Date: 91-12-03                       1          Active Logs Created
Dept: INFOSERVE                      -Search Log Entries-                             User: USER1
                                                                                                                                      By A User ID
                           G    General Search
                           1    Active Logs Created By A User ID                                                           2      Active Logs Assigned
                           2    Active Logs Assigned To A User ID                                                                 to a User ID
                           3    Active Logs In A Single Queue                                                              Menu option 2 brings up a
                           4    Active Logs In A Queue And Subordinates
                           ?    Help                                                                                       pop-up menu that asks "Do
                           .    Return To Main Menu                                                                        you want a list of group or
                                                                                                                           individual IDs?" Select "I" for
                  Code: ___                 Argument: *_______                                                             Individual.
                                    Search Log Type: ___ (C, P or ‘ )
                                                                                                                           TIP: If known, enter the User
Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
      Help   Main   Exit                                             Defs                 Rfsh                             ID in the "Argument" field.
                                                                 ^^^^^^                                                    This saves time paging
                                                                                                                           through the User ID List.

                                                      Prgm: PCMMMAIN            SMARTrac Problem/Change Management System                Date: 91-12-03
                                                      Dept: INFOSERVE                      -Search Log Entries-                          User: USER1
                                                      Please select a User Profile by entering any non-blank
                                                      character next to the Name below.

                                                            Name                ,           Id         .     Type   A/C     Phone            Ext.

                                                            Abel, Rick                      NPEC002          E      907     465-5555         5555
                                                            Abella, Bob                     FFMCBAA          E      907     465-5555         5555
                                                            Alton, Barbara                  NRSCBAA          E      907     465-5555         5555
Select a User Profile by                                    Anchorage Operators             MESOAOP          U      907     465-5555         5555
                                                            Allen, Steve                    BEDCSBA          U      907     465-5555         5555
entering any non-blank                                      Caon, Jimmy                     IMASTARR         A      907     465-5555         5555
character next to the Name                                  Crosby, Dave                    OLDSINGER        E      907     465-5555         5555
                                                            Crosley, Lucille                WANNABEE         E      907     465-5555         5555
                                                            Cranzer, Hans                   ATGCHCC          U      907     465-5555         5555


                                                       Enter = Select       PF3 = Exit           PF6 = Top       PF8 = Next Page

                                                       Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
                                                              Help      Main   Exit                                            Defs          Rfsh




                                                                                                                                                            17
Prgm: PCMMMAIN             SMARTrac Problem/Change Management System                 Date: 91-12-03                        3       Active Logs In A
Dept: INFOSERVE                      -Search Log Entries-                            User: USER1
                                                                                                                                   Single Queue
                           G    General Search
                           1    Active Logs Created By A User ID                                                           4       Active Logs In A
                           2
                           3
                                Active Logs Assigned To A User ID
                                Active Logs In A Single Queue
                                                                                                                                   Queue And
                           4    Active Logs In A Queue And Subordinates                                                            Subordinates
                           ?    Help
                           .    Return To Main Menu



                  Code: ___                 Argument: _______
                                    Search Log Type: ___ (C, P or ‘ )


Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
      Help   Main   Exit                                                Defs               Rfsh
                                                                  ^^^^^^
                                                           Prgm: PCMMMAIN            SMARTrac Problem/Change Management System               Date: 91-12-03
                                                           Dept: INFOSERVE                      -Search Log Entries-                         User: USER1
                                                           Please select or display a Queue by entering any
                                                           non-blank character next to the Queue below.

                                                            Sel    DIS Queue                 Lvl      Description

                                                                           CUSTSADC          3        ADC CUSTOMER SERVICE
                                                                           CUSTSERV          2        Queue for logs associated with Customer Services
                                                                           CUSTSJDC          3        JDC CUSTOMER SERVICE
                                                                           DATABASE          1        Database Services
                                                                           DATACADC          2        ADC Data Control
                                                                           DATACJDC          2        ADC Data Control
                                                                           DATACNTL          1        Queue for Data Control logs
                                                                           FISCAL            2        jdc accounting services
                                                                           HELPDESK          1        Help desk
                                                                           JCYCLE            3        JDC Data Control cycbid (GDG) maint requests
Select or Display a Queue by
entering any non-blank                                      Enter = Select      PF3 = Exit         PF6 = Top        PF8 = Next Page

character next to the Queue                                 Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—
                                                                    Help     Main   Exit                                          Defs            Rfsh




                                                                                                                                                              18
                                                                                   V   VIEW ACTIVE LOGS YOU CREATED
                                                                                       This option provides a list of all open logs that some-
                                                                                       one added to the system. The user may select any of
                                                                                       the logs from the list for viewing, and if the user is
                                                                                       authorized, the log may be updated. (Change Action
                                                                                       Code to “U”)

                                                                                   Q   VIEW ACTIVE LOGS IN YOUR QUEUE
                                                                                       This function is similar to the previous option in
                                                                                       function but broader in scope. Entering a ‘Q’ will
Prgm: PCMMMAIN    SMARTrac Problem/Change Management System      Date: 91-12-03
                                                                                       present a list of logs in the UserID’s default queue.
Dept: INFOSERVE                  -Main Menu-                         User:             Logs listed include those created by or assigned to the
                   Code     Function                                                   UserID, or lists the UserID as the contact person.
                     N    New Log Creation
                     U    Update An Existing Log
                     D    Display A Log                                            R   REPORTING SERVICES
                     S
                     V
                          Search The Log Data Base
                          View Active Logs You Created
                                                                                       This option provides a menu of reports that are avail-
                     Q    View Active Logs In Your Queue                               able for printing (on the system printer or routed to a
                     R    Reporting Services
                     A    Administrative Services                                      local VTAM or Remote JES2 printer). The printer
                     ?    Help                                                         selected becomes the default printer and remains in
                     .    Terminate
              Code: ___                   Log Number: _______ (Code U or D only)
                                                                                       effect until changed. (The default printer ID is also
                                                                                       defined in the User Profile and may be changed or re-
                                                                                       set by an Administrator.)
Enter–PF1—PF2—PF3—PF4—PF5—PF6—PF7—PF8—PF9—PF10—PF11—PF12—
      Help Main Exit Crte Srch View Que Rpts Admn Defs Rfsh                            There are currently about 20 reports available, from
                                                                                       printing a single log to tracking problem resolution
                                                                                       and change implementation, environment stability,
                                                                                       productivity and performance with respect to service
                                                                                       level objectives.

                                                                                   A   ADMINISTRATIVE SERVICES Administrative
                                                                                       Services menu is displayed for SMARTrac Profile
                                                                                       maintenance functions.
                                                                                       Profiles include all types of entities such as Users,
                                                                                       Queues, Acronyms, Keywords, Causes, and Log
                                                                                       Types (classifications). Several levels of security are
                                                                                       established by tailoring User Profile defaults and by
                                                                                       limiting options on the menus.                        19
Notes
_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________

_______________________________________________________   _______________________________________________________
 SMARTrac Administrator:
 __________________________
_______________________________________________________   _______________________________________________________
 (name)            (phone no.)
_______________________________________________________   _______________________________________________________

                                                                                                              20

				
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