IssueTrak End User Training - Southwest Power Pool€¦ · IssueTrak End User Training . Contract...

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IssueTrak End User Training

Transcript of IssueTrak End User Training - Southwest Power Pool€¦ · IssueTrak End User Training . Contract...

IssueTrak End User Training

Contract Services IssueTrak Training

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Table of Contents

GETTING STARTED ............................................................................................................ 3 PURPOSE ............................................................................................................................... 3 DEFINITIONS ......................................................................................................................... 3 SIGN IN .................................................................................................................................. 4 INITIAL SETTINGS ................................................................................................................. 5

Security Question .............................................................................................................. 5 Initial Screen ..................................................................................................................... 6 My Settings ........................................................................................................................ 6 Changing your Password .................................................................................................. 7

SUBMITTING ISSUES .......................................................................................................... 9

RECEIVING UPDATES ...................................................................................................... 11

FINDING ISSUES ................................................................................................................ 12

My SPP – IssueTrak, My Issues ...................................................................................... 12 Lookup Issue # ................................................................................................................ 16 Search Issues ................................................................................................................... 17

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Getting Started

Purpose

This document is intended to describe the methods for using IssueTrak to ask questions, or request information from Southwest Power Pool – Contract Services. These questions or requests will be submitted as “Issues”. This web based tool has been implemented to improve Customer Service by providing a method for the Contract Services Customers and Stakeholders to interact with the Contract Services portion of Southwest Power Pool with tracking, logging and automatic updates of issues that are submitted. Definitions

Organization – Used to differentiate Contract Services, customers, and stakeholders from each other. Issues for one organization can be viewed by members of that organization only. Market and transmission will be assigned to separate organizations. Department – Teams within Contract services; i.e., ICT WPP, ICT Planning, ICT Reliability, ICT Tariff, ITO Home Page – The page users see when they log in. The default home page is My Issues – this page allows you to view and access tasks assigned to you. Issue – Issues are submitted by Stakeholders or Customers as a request for action or information from Contract Services. All issues are assigned to the designated department. Quick Pick – Quick Pick is a feature customers/stakeholders will use to submit Issues. Tasks are automatically assigned when the customer selects a Quick Pick. This ensures the issues are assigned to the correct department and the tasks are assigned to the correct person. Type – The Issue Type is automatically selected by IssueTrak based on the Quick Pick selected and designates the department to which the issue will be assigned. SubType – The Issue SubType is automatically selected by IssueTrak based on the Quick Pick selected used to specify the type of issue being reported.

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Sign In

1. Go to http://spp.issuetrak.com.

2. Supply your User ID and password. 3. Click Sign In.

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Initial Settings

Security Question The first time you sign in, you will be asked to save a security question.

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Initial Screen

My Settings 1. From the Main Menu, select the My Settings hyperlink.

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2. In the screen that displays:

• Verify or update your personal information and time zone.

• Select a Home Page. The default is set to the Submit an Issue page.

Changing your Password 1. From the Main Menu, click the Change Password hyperlink.

You will be prompted to answer your security question.

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2. Select and answer your security question, then click Submit.

3. Fill in your new password, retype your new password.

4. Click Change Password.

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Submitting Issues

This screen will be used to submit issues to the teams within Contract Services for SPP.

1. From the Main Menu, select the Submit an Issue hyperlink to display the issue template.

2. Select a Quick Pick from the drop down box. This will pre-populate the fields on the rest of the screen. This is the method that should be used to ensure proper routing of your request and provide the timeliest response to you.

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Behind the scenes, IssueTrak:

• assigns the issue to the designated department within Contract Services

• assigns tasks to the designated assignee within the appropriate department

• captures your organization information based on userid submitting the issue.

NOTE: Do NOT modify the Issue Type or SubType after selecting a Quick Pick. This could cause issues with the task assignment to resolve your question.

3. Enter a subject in the Subject field or leave the information as defaulted. 4. Enter your question, information, or request in the “Full Description” text

box within the issue submission form.

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5. If you wish to include an attachment, check the box by Include Attachment(s).

6. Click Submit Issue.

7. You will receive a message that your issue was submitted:

• The issue number and a link to the issue are provided at the top of the page.

• If you selected Include Attachment(s) in step 5, you are prompted to upload and save attachments.

Note: You can add an unlimited number of attachments, but may upload only three at a time.

8. You will receive an email confirmation that the submission has been

accepted. The email will contain a hyperlink to the issue within IssueTrak. Login is required to view the issue from the hyperlink.

Receiving Updates

As the issue is worked in the IssueTrak system, the submitter should receive email notifications when tasks are complete, notes are added, and when the issue is closed.

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Finding Issues

Within the IssueTrak system, you can find any issue(s) you have submitted. These will be available from the menu options:

1. My SPP – IssueTrak, My Issues 2. Lookup Issue # 3. Search Issues

My SPP – IssueTrak, My Issues On this screen, “As Submitter (#)”, under Show Open Issues is a hyperlink to a list of all open issues you have submitted.

Select the hyperlink to display the open issues by the submitter.

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Each open issue is listed and can be selected from the hyperlink. This displays the issue and any notes that have been added.

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As the submitter, you can add notes to the issue that is open. In some cases the person working your issue may need more information from you to proceed. The “Add Note” button will provide you with a method to include notes for the issue.

Once the note is added, it is displayed within the view of the issue.

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Attachments can also be added at this point by using the Main Menu Option under Issue Detail for Attachments.

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Lookup Issue # 1. Select Lookup Issue # from the Main Menu.

2. Enter the Issue Number and select Lookup Issue.

This issue will be displayed in the “View” screen with options to add notes or include attachments.

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Search Issues By Selecting Search Issues, you can specify which issues you would like to view. The system automatically limits the search to your Organization.

First NameLast Name

TitlePhone, work and cell

EmailMailing Address

CityState

ZipCompany/Division

Marketing, TransmissionTime Zone

Issuetrak User Account Set Up Request

Email the information to [email protected]