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Information Technology Services

Issue Tracker 101


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Agenda:

Why am I reading this?

What is Issue Tracker?

How can I get access to Issue Tracker?

What happens after I enter an Issue?

Who do I contact to help me with Issue Tracker? Can I see a demo of Issue Tracker?

FAQs


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Why am I reading this?

To learn about the one-stop ITS shop.

What is Issue Tracker?

Issue Tracker is used for problem / resolution reporting

and tracking. Once an issue is identified and reported to

Information Technology Services, we can then

coordinate resources to resolve the issue according topriority.


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How can I get access to Issue Tracker?

Request User Access

Send an email [email protected]

the users name, phone number and email address.

Open an Issue (visual on the next slide)

Go to http://intranet.sfhp.org/issuetracker/bugs.aspx

Click on Add New Issue


Issue Tracker 101
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Open an Issue Continued (visual on the next slide)

1. Enter a Short Description

2. Select Project - Production Service Request

3. Select Category example: Configuration

4. Select Priority example:Maintenance

5. Assign to Production Services

6. Select Status NEW7. RequestedBy username (i.e. jdoe)

8. Due Date example: 7/7/10

9. Add Comments

10. ClickCreate


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Open an Issue Continued

Priority Field - This field classifies the severity of the

request, not the time it takes to close.

*The next 4 slides will help define the 4

severity (Priority) levels within IssueTracker.


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Select Priority:

1 Critical : A critical system is down or a mission critical goal must be met. There is

NO workaround. A large group of users are affected. No other issues are resolved

until the critical issues are resolved. For example:

YES

A3 or ISIS will not open; or, calls are being transferred inappropriately

because of a problem with the IVR.

A task related to a high-priority project must be completed immediately

for the project to be delivered on-time.

NO

I am locked out of my machine. (Unless being locked out affects the

progress of a critical ticket. Proper priority is INCIDENT.)

I need a program installed on my computer today, because I forgot about it

yesterday. (Poor planning does not constitute an emergency. Proper

priority is MAINTENANCE.)


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Select Priority:

2 - Urgent :A critical system is malfunctioning, or an operational goal is not being

met. Several users are affected. There is a workaround although inefficient andcostly. More resources are required to perform regular tasks, or operations are being

performed in an undesirable fashion. For example:

YES

Rightfax is not working and faxes are performed manually.

A member is at a clinic waiting for service and we do not show them

active in A3. NO

I need a second computer monitor. (This is an enhancement and does not

fit this severity level. Proper priority is MAINTENANCE.)

My headset doesnt work. (This is a convenience and does not affect

several users. Proper priority is INCIDENT.)


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Select Priority:

3 - Incident:There has been a limited adverse effect on operations. Basic

functionality with some restrictions. One or more users affected. For example: YES

We need an FPL change for an HSF participant from OEA.

A HK application status needs to be changed.

Your computer is very slow.

NO

I need a cleaner keyboard. (Cosmetic. Proper priority is

MAINTENANCE.)

My computer fan is making a funny noise. (Computer is functional but

there is an annoying sound. Proper priority is MAINTENANCE.)


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Select Priority:

4 - Maintenance :Installations, non-urgent report requests, non-urgent configuration

requests, projects and planned changes. For example: YES

You would like MS Visio installed

You need a report

You are participating in a project and you need to track a related non-

urgent task.

*If you arent sure which priority to

choose leave it blank and we will

choose for you.


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What happens after I enter an Issue? The queue is checked and cleared approximately every 30 minutes

between 8 a.m. and 5 p.m.

Issues are assigned based on subject and priority. To check on the status of your issue, simply go to your Issue

Tracker queue, or use the search function in Issue Tracker to locatethe issue number.

All Issues assigned to I.T.S. are required to be closed, escalated orplaced on hold with a detailed explanation within 10 days of the

original request. If your issue is not properly updated or closed within 10 days,

please feel free to send an email to [email protected] [email protected].

Once your issue has been resolved, the issue will be set to aCLOSED status.


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mailto:[email protected]:[email protected]:[email protected]:[email protected]


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Who do I contact to help me with Issue Tracker?

[email protected]

Or call (415) 615-4411

Can I see a demo of Issue Tracker?

Of course!! Contact Production Services by either

method listed above


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FAQs Why do I have to select the Project 1 Production Services Request AND assign

the issue to Production Services?

This is a design limitation of Issue Tracker.

What is attribute and do I need to use it?

Attribute is used by the department assigned to the issue to specifically

categorize the issue. You do not need to use it.

Why is there a category for incident and a priority for incident?

The incident category is used to properly categorize a problem or request. The

priority is used to properly handle a problem or request within the expected

timeframe.

What if I forget to fill out a field?

Any non-required fields , including priority, that is not properly filled in, will be

assessed by the group receiving the issue.

Why do I have to enter Requested By?

In some cases, you might be reporting the issue for your manager, or anotherteam member.


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Our goal is to close tickets within this guideline

Priority - Acceptable Days to Close 1-Critical -Before next business day, or 24 hours

2-Urgent - 3 Days*

3-Incident 7 Days* 4-Maintenance - 10 Days*

Other - to be triaged

*in business days


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Any questions please contact : [email protected]

Or call (415) 615-4411

. . . Thank

You


Issue Tracker 101
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issue tracker 101

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