Regesta Tool ticket handbook - Rapportini ticket...J Management!of!ticket!effort!estimation! ... !Website!AMS!(Application ... (filling!in!the!field!“Prod.!Date”!the!requested!date!to!setup!in!SAP

Website AMS (Application Maintenance System) – Ticket creation

V 2.0

Document Log

Version Date Author Description

V1.0 01/10/2014 Regesta First version

V2.0 11/02/2015 Regesta New features: -‐ Management of tickets with double step of approval -‐ Management of ticket effort estimation -‐ Management of ticket validation -‐ Management of communication like a chat -‐ “Bug fixing” flag

Website AMS (Application Maintenance System) –

Ticket creation

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Author: Regesta

-‐ COMPANY CONFIDENTIAL -‐

SUMMARY 1. Introduction ................................................................................................................................. 4 2 Overview ...................................................................................................................................... 4 2.1 User’s roles ............................................................................................................................ 4 2.2 Ticket status ........................................................................................................................... 6 2.3 Email dispatch ........................................................................................................................ 7 2.4 Communications .................................................................................................................... 9

3 Website login .............................................................................................................................. 10 4 Tickets overview ......................................................................................................................... 10 5 To create a new ticket ................................................................................................................ 11 5.1 Attachments ........................................................................................................................ 12


Ticket creation

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Author: Regesta


1. Introduction The aim of this document is to describe the functions of the tool developed by Regesta to manage AMS tickets. It is a tool implemented in order to offer customers a simple support to manage requests of assistance (tickets) to Regesta.

2 Overview URL address of the website is:

http://assistenza.regestaitalia.it/ It allows (by means of authorized users) to create, update and visualize the tickets, to check the progress of the activities and, when needed, to set the closing status.

2.1 User’s roles

In order to allow each customer flexibility and control of the ticket before they are finally forwarded to Regesta, the website has been developed to support different user’s roles, described below. These roles should be assigned (by a quick configuration activity performed by Regesta) to the different users of the website defined by each customer. Depending on the role assigned, each user could create:

-‐ Tickets that instantly assume the status Open and are forwarded to Regesta -‐ Tickets subject to internal approval (simple or double step) before the forward to Regesta

The management of the field “Order” (introduced in the 2.0 version of the tool) allows the mapping of different Users and Administrators for the different plants of each customer. The mapping of the user’s roles described below allows to manage, with the maximum flexibility, the requirements of customers that need only one user, that creates, updates and closes the tickets, together with the requirements of customers that need multiple users, in different plants, that create tickets subject to the approval (simple or double) of an Administrator before the forward to Regesta. Administrator: super user that has the authorization to create, modify and close the tickets. Furthermore he has the permission to approve and manage tickets created by users of type “simple approval” or “double approval”. Different types of Administrator could be mapped:

-‐ With Area specified and Order specified o Example: Administrator Area FI of the Order “Order Plant1” o Represents the functional responsible of a department in a specific plant o He can check and approve (if needed) all the tickets of users of his own Area and his

own Plant -‐ With Area specified and Order not specified

o Example: Administrator Area FI o Represents the functional responsible of a department for all the Plants of the

group


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Author: Regesta


o He can check and approve (if needed) all the tickets of users of his own Area for all the Plants of the group

-‐ With Area not specified and Order specified o Example: Administrator of the Order “Order Plant1” o Represents the IT Manager of a specific plant o He can check and approve (if needed) all the tickets of users of his own Plant, for all

the Areas -‐ With Area not specified and Order not specified

o Represents the IT Manager of the group o He can check and approve (if needed) all the tickets of users of the group, for all the

Areas User Open Status: user that can create tickets that the system forwards to Regesta immediately after the save, without the need of internal approval steps. Respect of a user of type Administrator, he has limited rights, because he cannot approve tickets and he can view only tickets of his own Area and his own Plant. Different types of “User Open Status” could be mapped:

-‐ With Area specified and Order specified o Example: User Area FI of the Order “Order Plant1” o Represents the user of a department in a specific plant o He can only create and see ticket of his own Area and his own Plant

-‐ With Area specified and Order not specified o Example: User Area FI o Represents the user of a department in the headquarter, that supports all the

Plants of the group o He can only create and see ticket of his own Area, but for all the Plants of the

group; he defines the Order (and therefore the Plant) on the single ticket -‐ With Area not specified and Order specified

o Example: User of the Order “Order Plant1” o Represents a User in a specific plant that perform activities for different Areas o He can only create and see ticket of his own Plant, but for all the Areas; he defines

the Area on the single ticket -‐ With Area not specified and Order not specified

o In this case we suggest to map the user as Administrator User simple approval: the tickets created by this user are not forwarded to Regesta immediately after the save, because they need the internal approval of an Administrator, that supervises, at least, the Area to whom the ticket refers. If more Administrators exist (for instance one that manages only one Area, one that supervises all the Areas of the Plant), all the Administrators are informed by email as soon as the ticket has been created and they all can approve it; after the approval of the first Administrator the ticket is forwarded to Regesta. Different types of “User simple approval” could me mapped: for details please check the above described “User Open Status”.


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Author: Regesta


User double approval: the tickets created by this user are not forwarded to Regesta immediately after the save, because they need the internal approval of two Administrators: the Administrator of the Area to whom the ticket refers and the IT Administrator (of the Plant or of the Group). After the approval of both the Administrators the ticket is forwarded to Regesta. Different types of “User double approval” could me mapped: for details please check the above described “User Open Status”.

2.2 Ticket status

Each ticket takes different status depending on the step in its lifecycle, from the creation to the closing. The status update is performed by the different players involved in the lifecycle of the ticket, both customer users and Regesta consultants; they can do it by means of the specific Status field, as described below, depending on the authorization level assigned to the user.

To approve Area admin

• Mandatory only for users with double step of approval • Needed to request approval to the responsible of a department (for instance CFO) for a

ticket created by a user of the same department (for instance employee of the Financial Department)

To approve IT admin

• Mandatory only for users with single or double step of approval • Needed to request approval to the IT manager after the approval of the responsible of a

department (for instance CFO), for a ticket created by a user (for instance employee of the Financial Department)

To estimate

• Status set (generally by the IT Manager of the customer) to ask Regesta for an estimation of the effort needed to perform the activity, before proceeding

Estimated

• Status set by the Regesta consultant that receives the ticket in status “To estimate”; this status must be set after the filling of the field “Quotation”

• If this status is set, Regesta hasn’t yet the authorization to proceed with the activities


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Author: Regesta


Open

• This status represents the formal authorization to Regesta to proceed with the activities • This status could be

ü The first status of the ticket, if it is created by a user not subject to approval and if there isn’t a request of estimation to Regesta

ü In other cases it could represent an intermediate status of the ticket, for instance if o It has been created by a user subject to approval and an Administrator has

already approved it; o An estimation has been required to Regesta, that has estimated it and a

customer Administrator has approved the estimation. Release

• Status set by the Regesta consultant responsible for the ticket, after the issue reported by the customer user has been identified and solved

• It allows to communicate to the user that has created the ticket (and to the Administrators) that the request has been solved, in order to set one of the following status

Validated

• When the Regesta consultant set the status “Released”, a specific email is forwarded to the customer user that created the ticket, to request his validation

• The user could set the status “Validated” to confirm that the problem has been solved or the status “Open” if in his opinion the problem is still open

• This status is not mandatory To setup in PROD

• The IT Manager of the customer could decide, instead of setting the status “Close”, to set this status (filling in the field “Prod. Date” the requested date to setup in SAP Production Environment) when, for instance, to solve the problem is necessary to transport in SAP Production Environment new customizing settings or workbench parts or the update of existing ones. In this case the IT Manager asks Regesta to perform the transport in a specific date, in order to avoid any trouble to the production environment.

• In this case it is a responsibility of the Regesta consultant to set the status “Close” after the transport

• This status is not mandatory Close

• The setting of this status (by a customer user or a Regesta consultant) define the closing f the activities for the ticket

2.3 Email dispatch

Each step of the ticket lifecycle has its own workflow to send email to customer users and/or Regesta consultant. In this way, depending of the type of user that update the ticket, is always


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Author: Regesta


possible to keep all the people, related to the ticket, informed. Below you can find the description of the existing workflows: Creation of a ticket with status “To approve Area admin”: as soon as the ticket has been saved the system dispatches an email to the customer User identified as Administrator of the Area to whom the ticket refers, as well as to the Administrator of the Plant, if both exist. Creation/Modification of a ticket with status “To approve IT admin”: as soon as the ticket has been saved the system dispatches an email to the customer User identified as IT Administrator (of the group or of the plant depending on the user mapping) Creation/Modification of a ticket with status “To estimate”: as soon as the ticket has been saved the system dispatches an email to Regesta, to require an estimation of the effort. Creation/Modification of a ticket with status “Estimated”: as soon as the ticket has been saved the system dispatches an email to the customer users of type “Administrator”, to inform them about the estimation and to require them, in case of acceptance, to update the ticket with the status “Open”. Creation/Modification of a ticket with status “Open”: as soon as the ticket has been saved (and therefore forwarded to Regesta) the system dispatches an email to the customer user that has created or modified the ticket, to confirm the reception. At the same time the system dispatches an email to Regesta consultants responsible for the Area to whom the ticket refers. Creation/Modification of a ticket with status “Release”: as soon as Regesta completes all the activities to solve the issue, the system dispatches an email to the customer user that has created the ticket, in order to allow him to check if the solution fulfils the requirement and so to validate the ticket. Creation/Modification of a ticket with status “Validated”: as soon as the ticket has been saved the system dispatches an email to the customer users of type “Administrator”, to inform them that the issue has been solved and that the user has validated the solution. The Administrator could set the status “Close” or the status “To setup in PROD”. Creation/Modification of a ticket with status “To setup in PROD”: as soon as the ticket has been saved the system dispatches an email to Regesta consultant in charge for the ticket, to inform him to arrange the transport in Production Environment on the date specified.


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Author: Regesta


2.4 Communications

In the new version 2.0 of the tool a new feature has been implemented to manage the communication between customers and Regesta during the whole lifecycle of the ticket. This allows:

-‐ To avoid the modification of the long text inside the field “Text” in the section “Request”, that should keep only the original request of the user that has created the ticket

-‐ To avoid or at least reduce the need to send separate emails about the ticket issue between customer Users/Administrators and Regesta consultants

-‐ To trace like a chat the log of the communications, keeping everything in one new field, named “Other info”. The field will be visible only after the ticket has been saved, the next time customer users or administrators or Regesta consultants will enter into the ticket


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Author: Regesta


3 Website login The access to the Regesta AMS website (http://assistenza.regestaitalia.it/) is controlled by a secure login. After the initial customization (in charge to Regesta) each user will be able to login by means of the user (his own email) and the related password.

4 Tickets overview After the login, each user will see the overview of all the tickets, filtered depending on the specific authorizations.

By clicking on the user will get access to the details of each ticket and, based on authorization system, he could modify some of the fields.


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Author: Regesta


5 To create a new ticket The creation of a new ticket could be performed in the main screen of the website. By clicking the

icon , the user will get access to the specific screen, where, based on the authorization system, he could create or modify a ticket following the procedures described in the previous chapters.

Basic information as User, Customer, Order and Area, if defined in the Master Data of the User, are automatically filled in the ticket by the system, in order to simplify the creation activities. In the version 2.0 of the tool a new field has been implemented, named “Bug fixing” and placed in the section “Request”, with the aim to identify tickets related to bugs discovered by the customer about program development or customization performed by Regesta. This flag could be set/reset by both customer users/administrators and Regesta consultants, if after the analysis of the issue it is clear that it could not be defined as a Bug.


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Author: Regesta


This flag is very useful, especially during the monthly invoice step, in order to allow a clear identification of the tickets that should not be part of the invoice.

5.1 Attachments

In the version 2.0 of the tool the management of the attachments has been modified: in the previous version the upload of maximum two attachments was allowed, now this constraint has been removed, to allow the upload of unlimited attachments. During the creation of the ticket the upload of only one attachment is allowed:

As soon as the ticket has been saved it is possible to upload further attachments, in two ways:

-‐ From the Ticket Overview screen by clicking the icon :

-‐ From the Ticket Details screen, by clicking the icon :

Regesta Tool ticket handbook - Rapportini ticket...J Management!of!ticket!effort!estimation! ... !Website!AMS!(Application ... (filling!in!the!field!“Prod.!Date”!the!requested!date!to!setup!in!SAP

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