ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 1

WinCC OA BugTracker

To guarantee simple and reliable consulting of customer projects, ETM has planned some steps to achieve thefollowing goals:

· The customer is able to ask ETM about the product or project directly via a web interface· All realized steps are documented· The customer is able to track the processing status at any time· Focusing on customer topics

DESCRIPTIONETM provides a web server with the software BugTracker.NET installed, so the customer is able to report product orproject requests directly to ETM via a web interface (https://solutions.etm.at). All authorized customers receive theirown login credentials, which allows them to track the processing status of the reported problems at any time.Furthermore, the advantage of the BugTracker.NET software is, that all solving steps or workarounds are automaticallydocumented, which provides a faster solution for similar problems.

CONCEPT

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 2

WinCC OA BugTracker

ABSTRACTThe following documentation gives an overview of WinCC OA BugTracker. It guides through the steps of creating aBugTracker request and provides details about the different options of each field.

NAVIGATION

Once you have logged in you will see the following web page:

On the first Tab – bugs – you can create a new BugTracker request by clicking “add new bug”. The dropdown showsthe current query, which filters the entries below. As there are no BugTracker requests created by this user, or for thisproject, there are none listed below. Requests can be opened by clicking on the description text.

The second Tab – search – opens the following form:

You can specify search criteria for a one-time search and save itas your own query. Saved queries can be selected in thedropdown field on the bugs-tab.

On the third tab – queries – you can find all of your queries. Youcan view, print or export a list to excel.

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 3

WinCC OA BugTracker

ADD NEW BUG

DescriptionPlease give a succinct description to briefly sum up your problem or request.

ProjectDepending on how many projects you have access to, it could be necessary to change this field according to theagreements you have with ETM.

OrganizationThis information cannot be changed by the user. It indicates the organization of the user.

Category· Question: Project specific topics· Task: Project enhancements· Product enhancement: feature wishes· Bug: Project or program bugs

Priority· A: high priority (coloured in red)· B: medium priority (coloured in yellow)· C: low priority (coloured in white)· D: very low priority (coloured in white)· [no priority]: no priority

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 4

WinCC OA BugTracker

Assigned toThe user in charge of the next step has to be selected. If you want ETM to take charge of the reported issue, pleaseselect [not assigned] in your Bugtracker issue.After answering, or if there are additional questions, we assign the Bugtracker issue back to the originator. Whenresponding and a reassignment to the ETM staff member is necessary then please select [not assigned], otherwisethis Bugtracker issue isn´t in our scope.At the end the assigned to field will define who is responsible for the next step (if your name or one of yourcolleagues is chosen, then it will be you – if you choose [not assigned] then ETM will take care about it).

Status· New: The reported issue is new.· In analyze: The reported issue gets analyzed.· In development: The fixes, modifications or information requests are in development· Released: The issue is released for the customer.· Reopen: The solution is still not working.· Closed: The issue is closed.

Finished dateYou can specify a date by which a solution or workaround to your problem should be available. Please keep in mindthat this is only a request and the specified date might not be possible to adhere to.

Version & PatchPlease select the Version and specify the Patch of the WinCC OA Software which is used for the project (e.g.: Version:3.16; Patch: P001)

ServiceRequestThis information cannot be changed by the user.

In case of the reported problem turns out to be a WinCC OA software bug, a service request will be created by an ETMConsultant. The BugTracker request will be closed, as any further communication between WinCC OA Product Supportand end customer will be handled via this ServiceRequest (SR).

TFSThis information cannot be changed by the user.

ETM Consultants will use this field to link feature, information or bug requests to the internal request system of thedevelopment department. The BugTracker request will not be closed; there is no direct communication between theend user and the development department necessary.

Comment

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 5

WinCC OA BugTracker

This field is used for communication between the user and the ETM Consultants.

Use it to describe your request, product enhancement or bug in more detail.

After creating a BugTracker request your comment will appear at the bottom of the form and anadditional menu appears at its left side. Use “add attachment” to attach one or more files, up to 50MB each.

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 6

WinCC OA BugTracker

EXAMPLED SCENARIOThe customer has a project problem and needs assistance, so he creates a request with WinCC OA Bugtracker. One ofour experts will have a look at the problem immediately and give feedback to the customer by changing the “AssignedTo” field to the creator. This is very important, because the selected name determines who is in charge of the nextstep. So please do not forget to change the “Assigned To” field, if you respond to any comments.

Template for product bugsIn case of a severe problem please include all the necessary information, according to the following template:

System information:· Operating system (including patches)· Information about the IT infrastructure, at the time the error occurred

o IP addresseso servers and clients involvedo hardware configurationo information about the network (load, bandwidth, latency time)

· 3rd party programs and version of installed products (which were used for the WinCC OA project)· Virus scanner (including version and configuration)

Fault information:· WinCC OA status

o Redundancy state (active/passive)o DRS state (active/passive)o Number of opened UIs (per workstation) ando number of screens per UI (maybe even with the opened pictures)

· Loaded AES(row) configuration· mode of control state, type of authentication, …· Date and time when the error occurred (minute is minimum - second is optimum)· Name and password of the logged in user at the moment when the error occurred· Affected parts of application· Error description (details please)

Attachments which will be needed:· Copy or link to all WinCC OA projects (including sub projects and username/password for the root user)· Copy of all WinCC OA log files (in case of redundant systems, the log file of both servers will be needed)· Copy of memory dumps if existing when a process was unexpectedly stopped

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 7

WinCC OA BugTracker

An example of what using this template in a BugTracker request could look like:

System Information:

· Windows 7 Enterprise 64 Bit - service pack 1

· IP 192.168.1.2 - computername MD12Z2WCno network - local testIntel i5 2.4 GHz

· No 3rd party programs or virus scanners installed

Fault Information:

· Redu active/passive state:Host 1 (<hostname of host 1>) active, host 2 (<hostname of host 2>) passive

· DRS active passive state:PSS passive, SSS active

· Number of opened UIs: 3number of screens per UI: 8

· Loaded AESRow configuration: alert_config_0123

· AOR/mode of control state: local control

· Date and time of error: 07.10.2018 09:26:15

· User/password: root / test123

· Affected parts of application: UI - test panel "test.pnl"

Error Description:

Crash of user interface on querying .........

Attachments:

· Copy or link to all WinCC OA projects (including sub projects andusername/password for the root user)

· Copy of WinCC OA log files of both servers (redundant system)

· Copy of memory dumps

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: info@etm.atwww.etm.at 8

WinCC OA BugTracker

SettingsOn the right side of the menu bar are buttons for logging off and change your settings.

In the main settings you canchange your password, yourpersonal data, like Name andemail-address, as well as thedefault query.Changing your password ishighly recommended, afterthe first login!

In the second tab – email notification settings –you can enable or disable the emailnotifications and specify to which changes youwant to be notified about.