css fault reports

TEMENOS T24

CSS Fault Reports – Customer Support Service‘How To’ Guide

User Guide

Revision Date Amended Name Description

Draft June 2006 Alex Leggett Initial version

Feb 2007 Karen Johnson Reviewed

Dec 2007 Alex Leggett Maintenance Statuses changed

No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of TEMENOS Holdings NV.

Copyright 2005 TEMENOS Holdings NV. All rights reserved.

CSS Fault Reports – Customer Support Service ‘How To’ Guide

Table of Contents

Executive Summary................................................................................................................................ 3

Support................................................................................................................................................... 3

Logging On and Starting CSS................................................................................................................4

Viewing Service Reports........................................................................................................................6

Updating a Service Report..................................................................................................................... 9

TEMENOS T24 User Guide

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Executive Summary

The purpose of this document is to introduce to the Customer Support Service (CSS) which is a database on Lotus Notes. It is used by Temenos staff to raise and track fix requests for bugs encountered by customers.

Details of the correspondence between Temenos and the customer, analysis, status and Change Document for the fix (see PVCS ‘How To’ Guide for further details) are added to the fix request within CSS.

A separate system (Temenos Testing System or TTS, also on Lotus Notes) exists for the raising and tracking of fix requests for bugs encountered during internal testing (see TTS ‘How To’ Guide for further information).

Support

Technical Issues (eg access to Lotus Notes or connectivity) - consult your local IT support.

Other Issues (eg general usage) - consult your team leader.


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Logging On and Starting CSSCSS (Customer Support System) is a database on Lotus Notes. Start up Lotus Notes – your password will be assigned to you – if you do not know what it is, ask your team leader or local IT support. You will then be presented with the default welcome screen as shown below:

Figure 1 Lotus Notes

Open the CSS database by choosing ‘File’ ‘Database’ ‘Open…’ to display the dialog box ‘Open Database’. Select the appropriate server from the drop-down box (ask your team leader or local IT support if you do not know this), then click on the ‘CSS / CIS New’ icon, as shown below:

Figure 2 Open Database Dialog


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You will then receive a message regarding archiving of issues before a specified date, which you should accept by clicking <OK>.

You should now see the main screen for CSS as shown below:

Figure 3 CSS Database

Note that Service Reports are created in CSS by the Help Desk team. Creation of Service Reports for CSS is therefore not covered by this document.

Initial analysis of the Service Reports in CSS is carried out by the Help Desk team. Issues that should be dealt with by the Development Team are then highlighted for maintenance by setting the status of the Service Report to ‘Maintenance’. Therefore, while there are many different views on the CSS database, this document will only cover the ‘Maintenance’ view.


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Viewing Service ReportsTo view the Service Reports assigned to the Development Team, click on the CSS folder icon, the Maintenance folder icon and then the Maintenance view icon:

Figure 4 Selecting CSS Maintenance View

You will then see a list of expandable categories, one for each product group:


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Figure 5 CSS Maintenance View - Collapsed

Click on a product group to expand it – each product group contains the product codes, which will also expand:

Figure 6 CSS Maintenance View - Expanded

The list can be sorted by the contents of any column by clicking on the column title. Note, however, this view will now show all Service Reports from every category:


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Figure 7 Sorting the view

To view a Service Report, double-click it. An example of a Service Report is shown below:

Figure 8 Viewing a Service Report

The tabs along the top of the Service Report are as follows:

• Client Info – information about the Customer, contact details and release information

• Basics – brief description of the problem, priority and status of the Service Report

• Internal Communication – correspondence between Temenos staff regarding the Service Report

• Client Info./Solution – correspondence with the Customer regarding the Service Report

• Help Desk Analysis – details of analysis performed by the help desk

• Maintenance Analysis – analysis, fix and testing details to be completed by Development

• Additional Info – audit information

• Attach – details of attachments (these appear at the bottom of all tabs anyway)

• Critical Call Info – time limits for resolution (only regarding critical Service Reports)

• History – historical audit of actions and updates on this Service Report

Note that Development Staff should only edit the Maintenance Analysis tab. Other tabs are maintained by the Help Desk staff.


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Relevant documents may be attached to the bottom of the Service Report – double-click them then click <Launch…> or <Detach…> to view or save locally.

Updating a Service ReportWhen coding or testing a fix to a Service Report, CSS should be kept up to date with appropriate comments and details of the fix. The Service Report is opened by viewing it and then double-clicking on it. This changes the view of the record, as below:

Figure 9 Maintenance tab of Service Report (Opened for Editing)

Any further analysis should be entered in the ANALYSIS field, with the ANALYSED BY field updated with the name of the person who has done the analysis (by clicking the down-arrow on the right of the field and selecting from the list)


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Figure 10 Analysis Comments

Once the analysis is complete, click <Select Maintenance Status> to change the MAINTENANCE STATUS to ‘Coding’

Details of the Fix should be entered in the fields RELATED PIF, RELEASE/PATCH NBR and PIF STATUS. Note that back-patches should contain details for each workset delimited by the forward-slash (/) character (see Backpatching ‘How-To’ Guide for more information):

Figure 11 Details of the fix

Note that the steps for recreation of the problem must be entered in STEPS FOR RECREATION; otherwise, the MAINTENANCE STATUS cannot be changed.

Once the fix has been written and is ready for review and testing, the MAINTENANCE STATUS should be changed to ‘Testing’ by clicking <Select Maintenance Status> and a testers name entered in TESTED BY.

If the code change has been reviewed, the reviewer should update the CODECOMMENTS history and CODE CHANGE REVIEWED BY fields:

Figure 12 Code Review comments


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The tester should complete the TESTED BY field, and should change the TESTING COMPLETION DATE field by clicking <Change Testing Completion Date> and update the NATURE OF FIX field:

Figure 13 Tested by and Testing Completion Date fields

Figure 14 Nature of Fix fields

If there are issues that need to go back to the coder, the tester should change the MAINTENANCE STATUS to ‘Returned to Programmer’ by clicking <Select Maintenance Status> and send an email to the coder including screenshots of the problem and a description of the problem.

Once testing is complete, the tester should change the MAINTENANCE STATUS to ‘Fixed’ by clicking <Select Maintenance Status> and send an email to that effect to [email protected].

The maintenance statuses are as shown below.

AnalysisAnalysis ReviewCodingCoding ReviewTestingReturned to ProgrammerFixed

Table 1 Maintenance Statuses


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mailto:[email protected]

css fault reports

Documents

css customer support

customer support service

css maintenance view

css database note

viewing service reports

creation of service

css folder icon

maintenance view icon