rTrack-EOCS User Manual - V1 0

RAMCO ISSUE TRACKING SYSTEM

USER MANUAL – v1.0 for EOCS Support

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©2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged

DISCLAIMER©2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged.

This document is published by Ramco Systems Ltd. without any warranty. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose without the written permission of Ramco Systems Limited.Improvements and changes to this text necessitated by typographical errors, inaccuracies of current information or improvements to software programs and/or equipment, may be made by Ramco Systems Limited, at any time and without notice. Such changes will, however, be incorporated into new editions of this document. Any hard copies of this document are to be regarded as temporary reference copies only.The documentation has been provided for the entire Aviation solution, although only a part of the entire solution may be deployed at the customer site, in accordance with the license agreement between the customer and Ramco Systems Limited. Therefore, the documentation made available to the customer may refer to features that are not present in the solution purchased / deployed at the customer site.

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Login

How To Login

1. URL to gain access to rTrack login page is http://rTrack.ramco.com.

Figure 1 – rTrack Login Page

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http://rTrack.ramco.com/

2. Enter your Username3. Enter your Password4. After logging in, click on Create Issue and select “ITS” Project

Please refer to Figure 2 below

Figure 2 – Create Issue

Enter required details in the following mandatory fields:

a. Issue Type – Incident or Service Request :

Choose Incident, if it the issue had interrupted your operations and need a resolution

Service request – if it is a request for information, request for change, procurement request or request for change, to which you need any assistance

b. Summary of the Issue you are facing currently

For ex. “Issue in Maintain Group Definition”

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c. Component / Activity – Enter component in the First field and Activity in the second field

For ex. “Accounting Setup_PRO” could be the component and “Maintain Group Definition” could be the activity

d. Frequency – Choose “one time” for first time occurrence or a “recurring” for a repeat issue

e. Severity – Based on the nature of issue, choose

Sev 1 – Show Stopper, if it had an impact on your entire operations

Sev 2 – Critical, if it had an impact on part of your operations

Sev 3 – Non-critical, if it had an impact on individual users

Sev 4 – Trivial, if it had no impact on operations, but need a resolution

f. Description of the issue reported by you.

Please note that the above fields are marked with asterisk (*) in the rTrack screen to indicate that they are mandatory fields to create an issue

g. Ref. No is a non-mandatory field and you may choose to populate it, if you need to have any reference, other than the rTrack ticket number for this issue

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Search Issue:

You may search for a specific issue, by clicking on “Issues” and “Search for Issues”

Please refer to the screen shot below.

Figure 3 – Search Issue

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View Issue

You may view a particular issue, by clicking on “Issues” and click on the specific issue, that you want to view and check on the details

Please refer to the screen shot below

Figure 4 – View Issue

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Status Change

You will be able to view the current status of the incidents / service requests. Any status change will be reflected as and when they are updated.

Figure 5 – View Status Change

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List of Issues

You will be able to view the list of issues created by you, by choosing “Search for issues” and the relevant filter for “Type”, “Status” and “Assignee”

Figure 6 – List of Issues

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Dashboard:

You will be able to create and view your dashboard, for the incidents / service requests logged by you.

A sample view is provided in the screen shot below

Figure 7 - Sample Dash Board

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Overall Workflow

Overall workflow of the EOCS Support System is depicted in the figure below

Figure 8 – Overall Workflow

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rTrack Password Change / Reset

1. Click URL: http://rTrack.ramco.com to get the login screen

Figure – 9 – rTrack login page

2. User Name and Password – Enter your User Name and Password provided by Ramco

3. Under Summary – Details – click on “ Change Password” < Screen shot to be included>Figure 10

4. In the next screen , enter the current password , new pass word and new password against “confirm password”< Screen shot to be included>Figure -11

5. Click on update< Screen shot to be included>Figure-12

6. You may also cancel and follow from Step 3 to enter another password7. Use the new password to login afresh

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http://rTrack.ramco.com/

What if you forgot your user name or password

1. Click on “Can’t access your account?” in the login screen2. Choose if you forgot your user name or password

< Screen shot to be included>Figure -13

3. If you forgot your password , enter your user name< Screen shot to be included>Figure -14

4. If you forgot your user name, enter your email id< Screen shot to be included>Figure -15

5. Password or user name will be sent to your email id

Please feel free to write to [email protected] for any clarifications / support / suggestions

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mailto:[email protected]

Documents

rTrack-EOCS User Manual - V1 0