SEIMS SUPPORT

N.C. State Board of Elections

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SEIMS SUPPORT

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Support

Defects

Enhancements

How To Receive Support

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The following are some places to consider when you are having SEIMS issues:

1. SEIMS Help Files

2. Clarity Knowledge Base

3. Neighboring Counties

4. SEIMS Support Group

How To Receive Support

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The following is the order you should follow to contact the SEIMS support group:

1. Clarity – Log into the Clarity ticketing system and enter a ticket.

2. Email – Send the SEIMS support group a ticket via email.

3. Phone – LAST RESORT! Contact the SEIMS support group via telephone.

Clarity Support

Entering Clarity Support Tickets

• http://nc-state.support.clarityelections.com/

• If you are not a registered user you can sign up at the login page as shown below

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Clarity Support

Registering to use Clarity Support Tickets

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Clarity Support

Entering Clarity Support Tickets

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Customer options:• Knowledge Base• Submit Request• View Mine• View County• Reports• Global Incidents• Log out

Email Support

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•Send email to HelpRequest.SBOE@ncsbe.gov

•Enter a very brief description on the issue in the subject line.• Do not leave the subject line blank• Do not use single words like “Help” or

“Curious” or “Call me”

•The body of the email becomes the description. In the body complete the following:• Name• Phone Number• Email Address• County• Complete Description of the issue• Attach any supporting documents or

images

Incorrect!

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Correct!

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Phone Support

Call the SEIMS Support Number

• Phone Numbers1-888-450-7263 or1-919-715-1650

• If no one answers, leave a message with the following:

NameCountyPhone NumberBrief Description of issue

• Do not call SEIMS support members’ direct line!

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Entering Defects and Enhancements

SEIMS Numbered Memo: 2009-0005

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The State Board of Elections uses an electronic system to request enhancements and defects fixes from within the State Election Information Management System (SEIMS.) This software will be located on the SBE intranet site under the top menu item “ONTIMEPORTAL.”

The following slides will explain how your users can register and use the system. The user document will is also placed on the SBE intranet site.

Entering Defects and Enhancements

Defects (Software Bugs) Explained

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Defect:Is the common term used to describe an error, flaw, mistake, failure, or fault in a computer program or system that produces an incorrect or unexpected result, or causes it to behave in unintended ways.

Most bugs arise from mistakes and errors made by people in either a program's source code or its design, and a few are caused by compilers producing incorrect code. A program that contains a large number of bugs, and/or bugs that seriously interfere with its functionality, is said to be buggy.

Reports detailing bugs in a program are commonly known as bug reports, fault reports, problem reports, trouble reports, change requests, and so forth.

Entering Defects and Enhancements

Enhancements Explained

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Enhancement:In simple terms, any improvement made to a software package.

Remember, not all software issues are considered defects just because the software system doesn’t work the way YOUR county wants it to work.

For example, the cursor in VoterView is very difficult to determine which field it is located in. To have it changed would be considered an enhancement since it is working as the system was designed.

Entering Defects and Enhancements

Enhancements Flow Explained

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1. Entered from CBE or Admin.

2. Reviewed by Admin.

a) Sent to SMART Group for discussion orb) Admin approves.

3. Admin and IT meet to discuss potential SEIMS issues.

4. Enhancement document created and managed by business analyst.

5. Document is approved by Admin and IT.

6. If Approved document sent to Development and scheduled for a release date.

7. Releases scheduled for twice a year in January and July.

Entering Defects and Enhancements

SEIMS BugTracker Customer Portal

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The SEIMS customer portal is a Web based communications tool where registered SEIMS users can enter Defects and request Enhancements for any SEIMS application.

The portal also provides for tracking the status of those entries through the Approval, Development, Test, and Deployment stages.

http://www.app.sboe.state.nc.us:2703/OnTimePortal/

Entering Defects and Enhancements

Register With the Customer Portal

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RegistrationOnly registered and approved SEIMS Contacts will be allowed access to the portal. The first time a user goes to the portal the Log In screen below will be displayed.

You can either log in using your existing credentials or “Register” if you have never used the portal.

Entering Defects and Enhancements

Register With the Customer Portal

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The fields denoted by (*) are required.• Follow the rules in choosing the entry for

Company.• Enter all other required fields.• When complete, click on the Register button.

Once the system has verified that all required information has been entered the Registration Confirmation screen will be displayed.

Entering Defects and Enhancements

Entering a Defect or Enhancement

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When you log in, two tabs are visible: Defects and Enhancements.

Click on one of the tabs and then the ladybug to create a new ticket.

Entering Defects and Enhancements

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When you log in, two tabs are visible: Defects and Enhancements.

Click on one of the tabs and then the ladybug to create a new ticket.

All required fields are in BOLD.

Provide a meaningful Title and Description.

In the case of a Defect, include Replication information in detail so that we can try to reproduce the issue.

When finished, click the Save or Save and Attach File button.

IssueTypical Support Questions

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SEIMS Troubleshooting

1. SEIMS Install does not work

2. Can not log into SEIMS

3. I can not scan in VoterScan

1. Is the install error on one or all machines? Do any machines install correctly?

2. Can you log into any SEIMS application? Can you PING the server? Can you access the SWSETUP drive?

3. Can anyone else scan in VoterScan? Can you scan documents in another application on your machine?

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Questions