elementool online user guide

Elementool

EElleemmeennttooooll Online User Guide

eelleemmeennttooooll User Guide Outline

TABLE OF CONTENTS

Preface.................................................................................................................3 Guide Functionality ................................................................................................................... 4 Intended Audience .................................................................................................................... 4 Guide Contents ......................................................................................................................... 4

Welcome to Elementool .....................................................................................6 Features .................................................................................................................................... 7

Storing Bug Information .................................................................................................................... 7 Web-Based System.......................................................................................................................... 7 Downloadable Database................................................................................................................... 7 Mail Notification ................................................................................................................................ 7 Submitting Issues ............................................................................................................................. 7 Unlimited Users ................................................................................................................................ 8 Customizable.................................................................................................................................... 8 Banner Ads Free............................................................................................................................... 8 Advanced Reports ............................................................................................................................ 8 File Attachments ............................................................................................................................... 8 History Information............................................................................................................................ 8

Elementool Accounts ................................................................................................................ 9 Basic................................................................................................................................................. 9 Advanced.......................................................................................................................................... 9 Pro ...................................................................................................................................................10

Implementing Elementool........................................................................................................ 10 System Requirements .....................................................................................................................10 Using Elementool’s Web-based System..........................................................................................10

Creating an Elementool Account ............................................................................................ 12 Upgrading an Elementool Account ..................................................................................................14

Understanding the Elementool Interface................................................................................. 15 Elementool User Components.........................................................................................................15 Elementool Editing Components .....................................................................................................16

Working with Elementool......................................................................................................... 17 Logging In........................................................................................................................................17 Opening a New Issue ......................................................................................................................19 Viewing an Issue..............................................................................................................................21 Attaching a File ................................................................................................................................25 Viewing the History Trail ..................................................................................................................26 Generating a Report ........................................................................................................................27 Closing an Issue ..............................................................................................................................29

Managing an Elementool Account .......................................................................................... 30 Logging In........................................................................................................................................30

Edit Account Information......................................................................................................... 31 Edit Issue Form................................................................................................................................32 Creating and Editing Field Values ...................................................................................................34 Download Database ........................................................................................................................36 Empty Trash ....................................................................................................................................37

1 Elementool Online User Guide


Edit User Profiles .................................................................................................................... 38 Support Forms ........................................................................................................................ 40

Creating Support Forms ..................................................................................................................40 Defining Group Members.................................................................................................................43 Logging Out .....................................................................................................................................43 Quick View.......................................................................................................................................43

Appendix A, Configuration Fields ...................................................................44 Appendix B, Edit Field Forms..........................................................................49

Elementool Online User Guide 2


PREFACE

This section provides information about the Elementool User Guide structure and includes the following sections:

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Guide Functionality — Provides an explanation of the Elementool User Guide’s functionality.

Intended Audience — Provides information about the intended audience of the Elementool User Guide.

Guide Contents — Provides information about the Elementool User Guide’s contents.



GUIDE FUNCTIONALITY The Elementool User Guide provides information about Elementool and provides step-by-step instructions for bug tracking.

INTENDED AUDIENCE The Elementool User Guide is intended for all Elementool users, regardless of their Elementool package.

GUIDE CONTENTS This guide contains the following sections:

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Chapter 1, Introduction — Provides an explanation of Elementool’s bug tracking product, and how Elementool easy-to-use, easy access system enriches any company’s development team.

Chapter 2, Using Elementool — Provides an explanation of how to work with Elementool, from opening an account, to managing the administrator tools, to closing your account and all the various bug management functions in-between.

Appendix A, Configuration Fields — Provides the configuration fields in alphabetical order for an at-a-glance reference source.

Appendix B, Editing Fields Forms — Provides the different Editing Fields forms that may appear with their field definitions.



Chapter 1 INTRODUCTION

This chapter contains information about what Elementool is and how Elementool enhances your development team. In addition, this chapter contains information about the different Elementool features, system requirements, and web-based management systems.

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Welcome to Elementool— Provides an introduction to Elementool.

Features — Provides an introduction to the different Elementool features.

Elementool Accounts — Provides information about the different type of Elementool accounts.

Implementing Elementool— Provides information for implementing Elementool into your current development process.



WELCOME TO ELEMENTOOL Nobody likes to find bugs in their products. Elementool’s bug tracking system helps exterminate your product’s bugs before your customer finds them.

Elementool is a leading Web based bug and defect tracking tool. Customers from all over the world use the Elementool website on a daily basis as a fundamental part of their development and testing process.

Our customers include Fortune 500 companies, Big Five consulting firms, international banks, airline companies, business websites, IT consulting companies, software companies and more.

Elementool’s bug tracking system is an easy to use web-based database that allows users to input new information during the bug tracking process. A bug’s lifecycle can be tracked from the time the bug is opened to the time the bug is closed. Information including how the bug was resolved can also be viewed. All information about feature and feature enhancement can be entered can be viewed. Elementool’s system provides a comprehensive devolvement tool and allows customers to enter support calls from your website.

In addition, Elementool provides you with SupportManager. SupportManager allows companies to track customer support calls online via the your company’s website. Customer support calls are reported via your web site but saved and managed via your Elementool account. Customer calls are saved and managed via your company’s website ensuring that customer calls aren’t lost or forgotten.

Elementool also provides with a rich set of features that make bug tracking as easy as 1, 2, 3 bug free.



FEATURES Elementool’s wide range of features includes the following:

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Storing Bug Information.

Web-Based System.

Downloadable Database.

Mail Notification.

Submitting Issues.

Unlimited Users.

Customizable.

Banner Ads Free.

Advanced Reports.

File Attachments.

History Information.

Storing Bug Information Elementool allows you to store Issues (bugs, support calls, feature enhancement, etc) in your account. The amount of storage space depends on your Elementool package.

Web-Based System Elementool’s web-based bug tracking system requires minimum system requirements, minimum effort, and best of all it can be accessed anywhere via the Internet. Elementool is easily implemented into any company as no additional software or hardware is needed. The Elementool website is constantly updated to provide our users with the latest Elementool version.

Downloadable Database

Elementool provides a downloadable database for self-backup, and because Elementool is downloadable, the backup Issues List can be stored on your computer or system.

Mail Notification Elementool provides you with Mail Notifications. Mail Notification guarantees that group members get a copy of an issue immediately. Group members always know when an issue has been assigned to them.

Submitting Issues Elementool generates an HTML form to place on your website, which enables your customers, team members and others to submit Issues to your account directly from your website, without logging to your account, on the Elementool website.



Unlimited Users Elementool provides unlimited number of users for each account. Group members are easily added and deleted.

Customizable Elementool provides customizable forms to accommodate your company’s specific bug tracking needs. Field captions, sizes, value lists and much more are all customizable.

Banner Ads Free Elementool provides a banner ad free-environment for both the Advanced and Pro packages. Only the Basic package runs banner ads.

Advanced Reports Elementool provides you with advanced reports. Elementool’s advanced reports allow you to search for different words and phrases, and to create reports with only the issue for which you are specifically searching.

File Attachments The Pro package provides you with file attachment capabilities. Attachable files include screenshots, images, and text documents. Attached files provide a more detailed description of the bugs occurring.

History Information Elementool provides bug history information. You can see the life cycle of bugs, including the different changes the bug has undergone, from the time the bug is opened until the bug is closed.



ELEMENTOOL ACCOUNTS Before beginning the tracking process, an Elementool account must be opened. Elementool provides three package types:

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Basic.

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Basic The basic package is a service to all Elementool users, and contains the following features:

Issue Storage (up to 200 listings).

Web-based Management.


Mail Notifications.

Issue Submission from Company Website.

Unlimited Users.

Advanced Elementool offers the Advanced package to users with more demanding needs. The advanced package offers the following features:

Issue Storage (up to 2000 listings).



Mail Notifications.


Unlimited Users.

Customizable forms

Banner Ad-free.

Advanced Reports.



Pro Elementool’s Pro package offers a rich list of features for the most demanding users. The Pro package offers the following features:

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Issue Storage (unlimited listings).



Mail Notifications.


Unlimited Users.

Customizable forms.

Banner Add Free.

Advanced Reports.

File Attachments.

History Trail. For more information about joining Elementool, refer to Creating an Elementool Account on page 12.

IMPLEMENTING ELEMENTOOL Elementool provides a simple implementation with minimal system requirements.

System Requirements The only system requirement that Elementool requires is an Internet browser and connection. Elementool can be implemented with any platform (Windows, Unix, or MAC).

Using Elementool’s Web-based System Elementool’s web based system allows access from any Microsoft IE or Netscape browser. Users simply logon and they have instant access to issues.



Chapter 2 USING ELEMENTOOL

This chapter contains information about opening an Elementool account, managing an existing account, and tracking new and previous bugs in Elementool. This chapter contains the following sections:

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Creating an Elementool Account— Provides information for creating an elementool account.

Understanding the Elementool Interface — Provides an explanation of Elementool’s various icons and menu items.

Managing an Elementool Account— Provides information for managing an elementool account.



CREATING AN ELEMENTOOL ACCOUNT Before beginning to track bugs with Elementool, an account must be opened. There are three types of accounts to choose from:

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Basic.

Advanced.

Pro. For a complete list of features that each package contains, refer to Elementool Accounts on page 9.

To open an Elementool account:

1. Click from the Elementool home page. The Elementool Registration screen opens.

Figure 1: Registration Screen


http://www.elementool.com/


The Registration Screen appears the following fields:

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Choose Account Name—Specifies the user defined account name. Each account has a separate user list, settings, and storage space. Each project or product line can have a separate account.

Admin Login Name—Specifies the user defined administrator name. The administrator edits and maintains the Elementool account as well as maintains the account users list.

Admin Password—Specifies the user defined administration password. The Admin Password gives the administrator access to the account.

Retype Admin Password—Specifies the user defined administration password. The password is re-entered to ensure the original password was entered correctly.

Admin First Name—Specifies the administrator’s first name.

Admin Last Name—Specifies the administrator’s last name.

Admin E-mail Address—Specifies administrator’s email address. Account information, system notifications and information about new Elementool services and products are sent to this email address.

Company Name—Specifies the company name for which the account is opened.

Company Website—Specifies the company URL for which the account is being opened.

Country—Specifies the country from which the account is opened.

! Note: All the fields must be completed before submitting the form.

2. Complete the fields.

3. Click . The following confirmation messages appears:

Figure 2: Registration Confirmation Message

The Registration Confirmation Message contains the new account name. The account name is used to log on to Elementool.



Upgrading an Elementool Account If you currently have an Elementool account but wish to upgrade your current account:

1. Click . The Edit Account Screen appears.

2. Click . The Registration Screen appears (see Figure 1).

3. Select a package type. Only the type of packages which can be upgraded to appear.


5. Click . A confirmation messages appears.



UNDERSTANDING THE ELEMENTOOL INTERFACE This sections describes the different interface components found in Elementool, and includes the following sections:

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Elementool User Components

Elementool Editing Components.

Elementool User Components This section provides information about the user components to which all Elementool users have access.

Figure 3: Elementool User Buttons:

The table below appears the user buttons:

Table 1: User Buttons

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Opens the Welcome screen. The Welcome screen contains information about what issues are currently open, what issues have been fix, what issues are closed and other issue information.

Opens the New Issue form. The New Issue form provides a form for opening and submitting a new issue.

Opens the View Issue Details screen. The View Issue Details screen provides issue specific information.

Opens the Issue Report screen.

Logs users out of Elementool.



Elementool Editing Components ! Note: The Elementool editing tools are administrator tools only. General users

do not have access to the editing tools.

The Elementool administrators buttons provides access to the administrator’s tools. The administrator’s tools include the following:

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Edit Account

Edit User Profile

Edit Support form

Figure 4: Administrator’s Options



WORKING WITH ELEMENTOOL This section explains to the user how to work with Elementool, and includes the following topics:

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Logging In.

Opening a New Issue.

Generating a Report.

Logging In

To log in to Elementool:

1. Select from the Elementool home page. The Login Screen appears.

Figure 5: Login Screen

The Login Screen appears the following fields:

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Account Name—Specifies the user defined account name.

User Name—Specifies the user defined user name.

Password—Specifies the user password.


3. Click . The Welcome Screen appears.

4. Check the Login automatically next time check box. The login information is saved. The next time the user logs in the information is automatically sent.


http://www.elementool.com/


The Welcome Screen contains information about bugs that have been both reported by and assigned to the user. Issues are sorted according to their status, while the No. of Issues depict the number of this type of issue. For example, in the screen below there is 1 open bug. The Welcome Screen also appears system messages, notification about new services and features, and information about system upgrades.

Figure 6: Welcome Screen

The Welcome Screen is divided into two sections:

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Issues Assigned to You—Includes a list of issues assigned to you by other account members. The issue status is listed next to the issue.

Issues Reported by You—Includes a list of issues reported by you to other account members. The issue status is listed next to the issue.



Opening a New Issue This section describes opening a new issue. To open a new issue:

1. Click . The New Issue Form appears.

Figure 7: New Issue Screen

The fields that appear in the New Issues Form are set by default when the account is opened.

Note: Only the administrator can edit the fields, therefore the instructions and fields

below may vary or additional fields may appear.

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Title – Specifies the user-defined name of the bug being defined. This field can be a maximum of one line long and should summarize the type of bug in one line.

Description – Specifies the user-defined full and detailed description of the issue.

Steps to Reproduce – Appears the steps that need to be reproduced in order to recreate the issue.

Product – Appears a drop down list of predefined products/projects. The issue’s product is selected.

Status – Indicates the issue’s status. The possible values are:

Open bug – The bug is currently open. This is the default setting for bugs that are entered into the system.

Enhancement –The issue is not a bug but an enhancement to a feature that already exists.



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Feature – The issue is not a bug, but a new feature.

Fixed - The bug is fixed, but not closed.

Closed – The bug is closed.

Open Call – A support call is currently open. This is the default setting for support calls that are entered into the system.

In Process – A support call is being handled and will be resolved in the future.

Closed Call – The technical support call is closed.

Duplicates – The bug was reported twice in the system.

Implemented – Closes issues that are enhancements of features.

Not a Bug – The issue is not a bug.

Not Reproducible - The bug could not be duplicated.

Severity – A severity classification of a software error is based on the degree that the error impacted the system’s operation. The severity classifications are as follows:

Critical – The bug causes a failure of the complete software system, subsystem or a program within the system.

High – The bug does not cause a failure, but causes the system to produce incorrect, incomplete, inconsistent results or impairs the system usability.

Medium – The bug does not cause a failure, does not impair usability, and does not interfere in the fluent work of the system and programs.

Low – The bug is an aesthetic, is an enhancement or is a result of non-conformance to a standard.

Priority — A priority classification of a software error is based on the importance and urgency of resolving the error. The priority classifications are as follows:

Immediate — The bug needs to be resolved immediately.

High — This bug needs to be resolved as soon as possible in the normal course of development activity, before the software is released.

Medium — This bug should be repaired after all serious bugs have been fixed.

Low – It can be resolved in a future major system revision or not be resolved at all.

Version # — Indicates the product version number.

Frequency – Indicates the frequency in which the bug occurs. The possible values are:

Always – The bug always occurs when the process described in the Steps to Reproduce field is preformed.

Sometimes – The bug sometimes occurs when the process described in the Steps to Reproduce field is preformed.



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Often – The bug often occurs when the process described in the Steps to Reproduce field is preformed.

Random – The bug occurs randomly when the process described in the Steps to Reproduce field are preformed.

Assigned to – Specifies to whom the bug is assigned, from a predefined account users list of assignees.

Reported by – Specifies by whom the bug was reported from a predefined account users list.

CC – Specifies to whom a carbon copy of the mail notification is sent, from a predefined account users list.

! Note: Optional fields are also displayed in this form. Files can also be attached.


3. Click . The bug is submitted and a confirmation message appears.

Figure 8: New Issue Confirmation Message

The issue number is a unique ID number and is assigned by the system. The Issue Number identifies the specific issue.

Viewing an Issue This section describes how to view an previously opened issue. To view an open issue:

1. Click . The View Issue Details screen opens.

Figure 9: View Issue Details Screen

2. Enter the issue number.

3. Click . The View Issue Screen appears.



Figure 10: View Issue Screen

The fields that appear in the View Issues forms are set by default when the account is opened. The administrator can edit the fields, therefore the instructions and fields below may vary or additional fields may appear. The fields in the two upper sections of the View Issue screen are the same as in the New Issues screen. The View Issue screen also has two additional sections with viewing options.

Figure 3–11: View Issue Screen – Additional Section

This sections of the View Issue screen appears the following fields: •

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Submitted on — Specifies the date that the issue was submitted.

Fixed by — Specifies who fixed the issue.



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Fixed in version — Specifies in what version number the issue was fixed.

Remarks — Provides a text entry form for remarks and comments to be entered regarding the bug.

For Pro package users two additional features are available:

Attaching a File

Viewing the History Trail.

4. Complete the fields

5. Click . Elementool is updated and a confirmation message appears.

Figure 12: Issue Updated Confirmation Message

If the issue was reported using the Support form, the system regards the issue as a support call, and the Remarks and Fixed by fields are not displayed.



! Note: When an Admin or Support group member views the issue a Reply button appear

on the bottom of the page. Click the Reply button to open a new page with a Reply form. The form

enables the user to send a reply to the customer who submitted the support form. Replies are

saved in the account and each reply has a unique number. After a reply is sent, a table with some

of the reply details is displayed on the View Issue form beneath the Issue form. The reply sent to

the customer is viewed by clicking on the reply number in this table.

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Click . A summary of the bug appears. The issues are presented in a printable format.

Figure 13: View Issue Summary Screen

6. Click . A Print dialog box opens.

7. Select the printer.

8. Click . The reported is printed.



Attaching a File ! Note: The Attaching File feature is only offered in the Pro Package. Files can be attached and stored with an issue. Other group members can view the file. Upload files cannot exceed 450 KB, and spaces in the file names should be removed before beginning the uploading.

To attach a file:

1. Open the View Issue screen.

2. Click . The File Upload screen opens.

Figure 14: File Upload Screen

3. Click . A standard browse box appears.

4. Click . The browse box closes and the file is appeared in the File Upload screen.

5. Click . The file is uploaded. This process might take a few minutes. After the file is uploaded, the File Upload confirmation message appears. Executable files (*.exe, *.bat and *.com files) cannot be uploaded. Files that contain viruses are automatically deteted by the system.

Figure 15: File Upload Confirmation Screen



6. Close the window. The name of the uploaded file appears in the Attach field in the View Issue Window.

7. Click . Elementool is updated and a confirmation message appears. Or Click .

Viewing the History Trail ! Note: The History Trail feature is only offered in the Pro Package. Viewing the History Trail provides an at-a-glance check of a bug’s history of all the issue changes by different account members. The bug history is viewed at the bottom of the View Issues screen (see Figure 10).

Figure 16: History Trail Screen

The History Trail section of the View Issues Screen contains the following columns:

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Date — The date the change was made to the issue.

Time — Specifies the time the issue was changed. The time format is hour: minute: second.

User Name — Indicates the name of the user implemented the changes to the issue.

Field Name — Specifies what fields were changed.

Change — Specifies the change that was implemented.



Generating a Report After bugs have been reported and entered into the Elementool tracking system, reports can be generated. To issue a report:

1. Click in the Welcome Screen. The Issue Report screen appears.

Figure 17: Issue Report Screen

2. Complete the fields. The fields are the same as the fields in the View Issue screen (see Figure 10).

3. Click . The Report screen is appeared.

Figure 18: Report Screen

To view all the details of specific issue: • Click Issue number in the Issue # column.



Sorting reports by subject: •

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Clicking on a column header of subject by which you want to sort the report, the report. Reports cannot be sorted by text areas.

Click the report column header sorts the report by ascending fields.

Re-clicking the same column header sorts the report by descending field. To Customize Reports and Report Query pages:

1. Click . The Edit Issue Report Form displays.


2. Choose the columns and queries you want to include in the report.

3. Click . The Issue Report form appears.

4. Click . The Report appears. Customizing reports enables you to set the fields that are displayed on the Report Query page, and report fields. Customizing reports also enables you to use advanced filters by excluding specific values and selecting several values of a specific field on the Report Query page.



Customizing reports and report queries is available to the Advanced and Pro package users.

Closing an Issue Issues are closed in the View Issue screen (see Figure 10). To close an issue:

1. Open the View Issue screen.

2. Select closed in the Status field.

3. Click . Elementool is updated and a confirmation message appears.

When the Issue Report screen appears, the bug appears as closed.



MANAGING AN ELEMENTOOL ACCOUNT Once an account is open, the administrator can:

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Edit account information.

Add new members to a group.

Assign and Edit user profiles.

Customize forms.

Logging In To manage an Elementool account, the user must login. For more information on logging in, refer to Logging In on page 17.



EDIT ACCOUNT INFORMATION To edit account information:

1. Click . The Edit Account Screen appears.

Figure 20: Edit Account Screen

! Note: The Basic and Advanced package Edit Account screen also appear an Upgrade Account feature. The Upgrade Account feature allows administrators to upgrade from

either the Basic or Advanced packages.

2. Choose one of the following:

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Edit Issue form

Download Database

Empty Trash



Edit Issue Form The Edit Issue Form allows administrators to edit the field names, field properties, and the form information in the New Issue Form.

Figure 21: Edit Issue Screen

The Edit Issue Form appears the following fields:

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Title – Specifies the user-defined name of the bug being defined. This is a text field and can be edited.

Description – Specifies the user-defined description of the bug.

Steps to Reproduce – Appears the steps that need to be reproduced in order to recreate the bug.

Product – Appears a drop down list of predefined products. The bug's product is selected.

Status – Indicates the bug’s status.

Severity – Indicates the severity of the bug.

Version – Indicates the software version number.

Frequency – Indicates the frequency in which the bug occurs. The possible values are:

Assigned to – Specifies to whom the bug is assigned, from a predefined list of assignees.

Reported by – Specifies by whom the bug was reported.



• CC – Specifies to whom a carbon copy of the mail notification is sent. To edit a field:

1. Click the name of the field you want to change. The Edit Field screen appears.

Figure 22: Edit Field Screen

The Edit Field Screen appears the following sections: •

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Set Field Properties— Contains the following fields which pertain to the specific field:

Set Field Caption — Indicates the field name that is appeared on the Issue forms.

Set Default Value — Indicates the default value of the field. The default value appears automatically when the user opens the New Issue screen.

Set Field Type— Indicates the type of field to be appeared. The possible values are drop down list or text field

Set Dropdown List — Contains the fields used to assign the field values in a drop down box. These fields include:

Sort Values — Sorts the values in the field drop down box. The possible values are:

Alphabetic — Sorts the values alphabetically. This is the default value

Custom — Sorts the values as per the user request. The values can be sorted to user preference using the Up and Down buttons.



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Value List (Status and User Related Fields) — Contains a list of default values for the field.

Edit Values – Contains options for creating a new field value. Some fields allow

new values to be assigned. New values can be assigned if appears under Edit Values. This option is not available for all fields. For more information on creating new fields and field values see Creating and Editing Field Values on page 34.

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Set Access Permission — Contains the access permission per group for accessing the field. These values include:

Read Only – Access is read only to the selected group members. The group member can see the field value but cannot make changes.

Full Access – Access is permitted to the selected group members. The field value can be entered by the group member.

No Access – Access is denied to the selected group members, and the field does not appear.


3. Click . The fields are updated and Edit Issue form appears.

Creating and Editing Field Values Field Names and Values for drop down boxes can be added to the New Issue form.

To create fields and field values for drop down boxes:

1. Appear the Edit Issue form (see Figure 21).

2. Click optional. The Edit Field screen opens. The Set Dropdown List section of the form has an additional option, Add.

Figure 23: Set Dropdown Options

3. Enter a field name in Add Field.



4. Click . The new field values appear in the Value List.

5. Repeat the process if necessary.

6. Click . The fields are updated and the Edit Issue form appears.

Only the Status and user related fields can be edited.

To edit a field:

Only field values for the status field can be edited. It does not appear for other field values.

1. Click the field in the Edit Issue form whose values you want to change.

2. Click of the Set Dropdown List. The type of form that appears depends on the value selected. For a complete selection of the forms which appear, refer to Appendix B, Editing Forms on page 49.

3. Define the fields.

4. Click . The database is updated and the following confirmation message appears.

! Note: Fields cannot be deleted. However, the No Access setting can be applied to a field.

If a field is defined as No Access, it is not displayed.



Download Database The database is downloadable for backup on your computer or system.

To download the database:

1. Click in the Edit Account screen. The Download Database screen appears.

Figure 24:Download Database Screen

2. Click Click Here. A File Download dialog box appears.

Figure 25:File Download Dialog Box

3. Open the file from the current location. The file is opened in MS Access.

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Save the file to disk. A Browse dialog box opens. Choose a directory and save the file.

The database contains a copy of the Account Issued List and is presented to the customer in Microsoft Access format.



Empty Trash Trash contains issues that have been stored and are no longer needed. Only issues placed in the trash bin are deleted. The administrator should send the issues to be deleted to the trash. Once the Trash is deleted, it cannot be retrieved.

To empty the trash: • Click in the Edit Account Screen. The following confirmation

appeared.

Figure 26: Empty Trash Confirmation Message



EDIT USER PROFILES User profiles can be edited.

To edit a User Profile: • Click from the administrator options. The Edit User Profiles

form appears.

Figure 27: Edit User Profile Window

The Edit User Profile is divided into two parts:

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Add New User — Contains information for adding a new user and contains the following fields.

Enter User Name — Defines a new User Name. Each name assigned should be unique.

Selected Group — Specifies the group to which the new user belongs.

Enter E-mail — Specifies the new user’s E-mail address.

Enter Password — Specifies the new user’s password.

Confirm Password — Confirms the password entered in the Enter Password field.



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Edit User List — Contains information for editing or removing current account member information.

User Name— Identifies an existing user.

Group — Specifies the group to which an existing user belongs.

User Email — Specifies the user’s E-mail address.

New Password — Contains the user specific password.

Confirm Password — Confirms the password entered in the Confirm Password field.

To add a new user


2. Click . The new user is added to the botom of the Edit User List.

To edit a user name

1. Click on the field to be corrected and change the field information.

2. Click at the end of the line of the user’s name you want to change.

To delete a user:

• Click at the end of the line of the user’s name you want to delete. The name is deleted from the list.



SUPPORT FORMS Elementool provides SupportManager. SupportManager tracks, saves, and manages customer support calls directly from your company’s web site. SupportManager prevents issues from being lost or forgotten by directly storing technical support inquiries in your database. Customers can be sent replies directly from the elementool web site. Customer replies can also be tracked and saved using SupportManager. This chapter contains the following sections:

•

•

Creating Support Forms — Provides information about writing HTML code for SupportManger.

Defining Group Members — Provides information about editing Support Forms.

Creating Support Forms Before beginning to track customer calls with SupportManager, a support form must be implemented into your company’s website using HTML code. To create HTML code:

1. Click . The Edit Support Form Screen is appeared.




The Edit Support Form appears the following standard fields: •

•

•

•

•

•

Enter user name — Specifies the name of the person who reported the issue.

Enter user e-mail — Specifies the email address person who reported the issue.

Product — Specifies the product name.

! Note: Additional custom fields that were previously created may appear. To add new

fields, refer to Edit Issue Form on page 32.

Enter confirm page URL — Specifies the URL of the page that appears after the customer submits a support call.

Edit Auto Reply — Specifies the email address to where the notifications are sent. Auto reply messages notify the customer that a new issue was reported via the SupportManager.

Enter your customized auto reply message — Specifies the confirmation message sent to the issue’s submitter by email.


3. Click . The Support Form Template form appears.

The Support Form Template contains the HTML code to be inserted into your company website. The HTML codes creates




4. Click . The HTML code in the form is highlighted.

5. Copy the HTML code from the Support Form Template form.

6. Open your website’s feedback page’s source code.

7. Paste the code into your website’s feedback page.

! Note: The HTML code must not be changed. Paste into the source page as is.

8. Save the source page.

9. Refresh the Feedback page. The changes are reflected in the Feedback page.



Defining Group Members Only Admin and Support group members can access and use the elementool SupportManager. Support group members can open and edit support calls and are allowed to send replies to the customers using the elementool SupportManager.

To define Technical Support Group members:

1. Login to Elementool as Admin.

2. Open the Edit user profiles page and add new members. When adding the new members, define their group name as Support.

Logging Out Logging out terminates the user session and cancels the automatic login settings. If the user closes the browser and does not click , the session is automatically terminated by the server after 60 minutes. However, the automatic login is not canceled.

To log out:

• Click . You are logout of Elementool.

Quick View Each email notification sent to a user (assigned to, reported by, CC and support manager notification) contains a URL. The URL opens the View Issue form with the issue specific details. The user submits their login information in order to view this issue. If the user uses the automatic login, they are not required to type their login information, and the View Issue form displays automatically.



APPENDIX A CONFIGURATION FIELDS

This appendix contains a list of all the configuration fields and their definitions. It is meant to be a “at a glance” source of information for the user.



Table 2: Configuration Fields

! Note: Fields names with the word Admin indicate that the field can be configured

by administers only.

FFiieelldd NNaammee DDeessccrriippttiioonn Account Name Specifies the user defined account name.

Admin E-mail Address Specifies the administrator’ s email address. Account

information, update notifications, and information about

new features are sent to this email address.

Admin First Name Specifies the administrator’s first name.

Admin Last Name Specifies the administrator’ s last name.

Admin Login Name The user defined administrator name. The administrator

has access to the editing options {Is this correct}

Admin Password The user defined administration password. The Admin

Password permits the administrator access to all options.

Alphabetic Sorts the values alphabetically. This is the default value

Assigned to Specifies to whom the bug is assigned from a predefined

list of assignees.

Change Specifies the change that was implemented.

Choose Account Name The user defined account name. The account name is

used to identify to which company or user group the user

belongs {Is this correct}.

Close Issue Indicates that the user is allowed to c lose issues in the

Permissions Index.

Company Name Indicates the Company Name.

Company Website Specifies the company URL for which the account is being

opened. This information is important when working with

the support form.

Country Specifies the country where the company is located.

Custom Sorts the values as per the user request. The values

can be sorted to user preference. Date Specifies the date the issue was viewed.

Description

Specifies the user-defined description of the bug.

Edit Account Indicates that the user is allowed to edit the Elementool

account.

Edit Auto Reply Specifies the email address to which support calls are sent.



FFiieelldd NNaammee DDeessccrriippttiioonn

Edit Values Contains options for creating a new field value. Some

fields allow new values to be assigned.

Enter confirm page URL Specifies the URL of the page that appears after the

customer submits a support call.

Enter user e-mail Specifies the email address.

Enter user name

Indicates the user name

Field Name Specifies what fields were changed if any.

Fixed by Specifies who fixed the bug.

Fixed in version Specifies in what version number the bug was fixed.

Frequency

•

•

•

•

Indicates the frequency in which the bug occurs. The

possible values are:

Always – The bug always occurs when the process describes in the Steps to reproduce field are preformed.

Sometimes – The bug sometimes occurs when the process describes in the Steps to reproduce field are preformed.

Often – The bug often occurs when the process describes in the Steps to reproduce field are preformed.

Random – The bug occurs randomly when the process.

Password Specifies the user password.

Product Specifies the product name.

Remarks Provides a text entry form for remarks and comments to be

entered regarding the bug.

Reply to Call Indicates that the user is allowed to reply to support calls.

Retype Admin Password The user defined administration password. The password

in re-entered to ensure the original password was entered

correctly.

Set Access Permission Contains the access permission per group for accessing

the field. These values include:

•

•


Full Access – Access is permitted to the selected group members. The field value can be entered by the



FFiieelldd NNaammee DDeessccrriippttiioonn group member.

• No Access – Access is denied to the selected group members, and the field does not appear.

Set Default Value Indicates the default value of the field. The default appears

automatically when the user opens the New Issue screen.

Set Field Caption

Specifies the caption to be displayed on the forms.

Set Priority A priority classification of a software error is based on the

importance and urgency of resolving the error. The priority

classifications are as follows:

•

•

•

•

Immediate — The bug needs to be resolved immediately.

High — This bug needs to be resolved as soon as possible in the normal course of development activity, before the software is released.

Medium — This bug should be repaired after all serious bugs have been fixed.

Low – It can be resolved in a future major system revision or not be resolved at all.

Severity A severity classification of a software error is based on the

degree that the error impacted the system’ s operation.

The severity classifications are as follows:

•

•

•

•

Critical – The bug causes a failure of the complete software system, subsystem or a program within the system.

High – The bug does not cause a failure, but causes the system to produce incorrect, incomplete, inconsistent results or impairs the system usability.

Medium – The bug does not cause a failure, does not impair usability, and does not interfere in the fluent work of the system and programs.

Low – The bug is an aesthetic, is an enhancement or is a result of non-conformance to a standard.

Sort Values Sorts the values in the field drop down box.



FFiieelldd NNaammee DDeessccrriippttiioonn Status Indicates the issue’ s status. The possible values

are:

•

•

•

•

•

•

•

•

•

•

•

•

Open bug – The bug is currently open. This is the default setting for bugs that are entered into the system.

Open Call – A support call is currently open. This is the default setting for support calls that are entered into the system.

In Process – A support call is being handled and will be resolved in the future.

Closed – The bug is closed.

Closed Call – The technical support call is closed.

Duplicates – The bug was duplicated.

Enhancement –The issue is not a bug but an enhancement to a feature that already exists.

Feature – The issue is not a bug, but a new feature.

Fixed - The bug is fixed, but not closed.

Implemented – Closes issues that are enhancements of features.

Not a Bug – The issue is not a bug.

Not Reproducible - The bug could not be duplicated.

Steps to Reproduce Appears the steps that need to be reproduced in order to

recreate the bug.

Submit New Issue Indicates that the user is allowed to submit new issues.

Submitted Specifies who submitted the bug.

Time Specifies the time the issue was reported.

Title Specifies the user-defined name of the bug being

defined. This field can be a maximum of one line long

and should summarize the type of bug.

Update Issue Indicates that the user is allowed to update new issues.

User Name Indicates the name of the user.

Value List Contains a list of default values for the field.

Version Indicates the product version number.



APPENDIX B EDIT FIELD FORMS

This appendix contains a list of all the additional editing field forms for drop down box items that may appear. The type of editing form depends on the field that was selected.



The table contains the field, the edit form for that field, a description of the fields for that field.

Table 3: Editing Fields Forms

FFiieelldd NNaammee FFoorrmm FFiieellddss AAppppeeaarreedd Edit Status Field

The Edit Status Field Table contains the following columns:

•

•

•

•

•

•

•

Value Name — Specifies the value name. The value name can be changed.

Admin — Specifies if the Administrator has access to this value.

Team Leader— Specifies if Team Leader has access to this value.

R&D— Specifies if the R&D has access to this value.

QA— Specifies if QA has access to this value.

Support— Specifies if the Technical Support has access to this value.

Guest— Specifies if the guests have access to this value.



FFiieelldd NNaammee FFoorrmm FFiieellddss AAppppeeaarreedd Edit User Profile

The fields that appear in the Permission Index are set by default when the account is opened. The administrator can edit the fields, therefore the instructions and fields below may vary or additional fields may appear.

The Edit User Profile form contains the following columns:

•

•

•

Enter User Name — Defines the User Name.

Enter E-mail — Specifies the new users E-mail address.

Select Group — Specifies the group to which the new user belongs.

The bottom section of the form is used to delete and update information about users using and buttons . The Permission Index appears which groups have access to what functions. The possible values are:

•

•

•

•

•

•

•

•

+ — Indicates the group has access to this function.

- — Indicates the group is denied access to this function.

These issues functions include:

Submit New Issue —Indicates that the user is allowed to submit new issues.

Update Issue — Indicates that the user is allowed to update new issues.

Close Issue — Indicates that the user is allowed to close issues.

Set Priority — Indicates that the user is allowed to set priorities for issues.

Reply to Call — Indicates that the user is allowed to reply to support calls.

Edit Account — Indicates that the user is allowed to edit and customize the Elementool account settings.



FFiieelldd NNaammee FFoorrmm FFiieellddss AAppppeeaarreedd Simple Edit Field

Form

This edit form allows text area fields to be modified. The Edit Field form contains the following fields:

•

•

•

•

•

•

Set Field Caption —Indicates the field name to be edited.

Set Default Value — Indicates the default value of the field. The default value appears automatically when the user opens the New Issue screen.

Set Field Size – Enables the admin to set the height and width of the text-area fields.

Contains the access permission per group for accessing the field. These values include:


Full Access – Access is permitted to the selected group members. The field value can be entered by the group member.

No Access – Access is denied to the selected group members, and the field does not appear


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