System Support & Training

1. System Support & Training Presented by: Karen Briggs www.davisware.com

2. What Is Issue Tracker? • Issue Tracker is an Internet-based support solution designed by Davis Business Solutions. • It can be accessed from any computer with internet access anywhere, any time. • Use Phone Support if your issue is Critical!

3. Why Use Issue Tracker? • Emails can get lost in CyberSpace. • It’s easy to create, track and review questions, problems and requests. • Issue Tracker provides a permanent record of all past questions and resolutions. • Your records are unique to you as a user.

4. Logging In To Issue Tracker • The URL is www.davisware.com/issues • Enter your unique user name and password (assigned by DBS staff). Your user name will be your first and last name (not case sensitive) with your unique password.

5. Your Issue Tracker User Screen This screen will list all your issues based on your user ID and the default criteria you have selected based on your requirements.

6. In this screen you can: • View/review your issue list (and your company’s issue list if you are the administrator) • Create a new issue • Inquire on an issue that has already been created • Change the default view of the page

7. Creating a New Issue: • Select the [Create New Issue] button on the top right.

8. Enter the required information: (1) Issue Title (2) Project (7) Priority Status (3) Category (5) Function Name (4) Menu Location (6) Authorized By Then select [Save] to have the system create an Issue Number for you.

9. Tips for creating an issue: • Enter a descriptive title for your issue, such as “Email field is not long enough” or Training Required on Receiving Purchase Orders”, or “Error When Running Report A-4-10”. • Select the appropriate Project that your issue is related to. Choices are Global Edge; Character; Fleet Maintenance; Issue Tracker; Warranty Central and Hardware. You may not be able to view all these selections based on your user set-up. • Select the correct category that your issue is related to. Choices are Enhancements (something you want but don’t have); Problems; Requirements (something you need but don’t have); Suggestions; User Training. • Enter the specific Menu Location that the problem exists under – such as Purchase Orders Daily Processing; Inventory Monthly, etc. • Enter the specific Menu Function that the problem exists under, such as A/PAging Report; Item Maintenance, etc. • Enter the first and last person authorizing that the issue be resolved. Many times this will be the person creating the issue. • Select the Priority Status of your issue – Critical; High; Medium; and Low. Critical is used in the event that you can no longer process work without resolution of the problem.

10. Next: Explain, Explain! • After clicking Save, the system will create an issue number and a “Comment” box will appear at the bottom of the screen.

11. Be Specific! Global Edge/Character Issues: • Give a complete description of the problem. Examples always help. Attach screen captures* whenever possible. • What PC or Server is GE running on? • What user name is having the problem? Example: markf; karenb • Give information that is required to repeat and test the problem, such as the PO number, the options used when running the report, the job or order number, the item number. Provide a step-by-step explanation of how to repeat the problem. • Hit your Print Scrn key on your keyboard, then open up Word and hit Crtl-V. Your screen shot will be pasted into your document. Save and attach to the issue.

12. Be Specific! Unform (Form) Issues: • Give a complete description of the problem. Examples always help. Attach screen captures* whenever possible. • What user name is having the problem? Example: markf; karenb • Give the output destination information. Example: “to unform DBS_PO.rul p1” • Give information that is required to repeat and test the problem, such as the PO number, the options used when running the report, the job or order number, the item number. Provide a step-by-step explanation of how to repeat the problem.

13. Save those comments! • Be sure to click the [Add Comment] button or the novel you just wrote will be lost forever!

14. Add a Screen Shot or File… Screen shots or sample files can be crucial to a quick resolution to your problem. Be sure to attach as much information as possible after saving your comments. Simply click on the Attachment Tab, browse for the file on your computer and add the file to the issue.

15. What Happens Next? • Your issue is emailed to the Support Team for distribution to the correct department. • You will be notified via email whenever there is a change to the status or comments of your issue. • If your problem is critical, do not hesitate to call the Support Team at (847) 426-6000 after creating your issue in Issue Tracker. • The correct Support person will review and resolve your problem as quickly as possible.

16. What Do These Fields Mean? There are many fields within the Issue Tracker screen that you will not need to change or pay attention to. These fields are generally information for the Support Team and/or the Programmer. Others are not required for you to get your question answered or your problem resolved.

17. This field will default to one person on the DBS Support Team. Unless you are sure that you know who your problem or question should be assigned to, you should leave this field with it’s default value. Assigned To: Owned By: This box will default to the user that is currently logged in. This should not be changed unless you are entering an issue that you want another person to track. The “Owner” will also receive notifications of changes and updates.

18. Changing the Status of an Issue: Development Status (To be changed by DBS Support Personnel): • Completed: A DBS Support Person has resolved the issue. • In Progress: A DBS Support Person is currently working on the issue. • Open: The issue has not yet been reviewed or resolved. • Pending: The issue is on hold pending further information. • Testing: The issue has been resolved but is still in the testing phase. Final Issue Status (To be changed by the customer): • Completed: The user feels that the issue has been resolved or the question has been answered.* • Open: The user feels that the issue still needs further review. *(Please do not mark your Final Issue Status as complete until the Development Status has also been marked as complete).