Manual Support-Tracker

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Manual Support-Tracker

Inhalt Manual Support-Tracker ................................................................................................... 1

1 Introduction .............................................................................................................. 3

2 Access to the Support-Tracker .................................................................................... 3

3 Dashboard ................................................................................................................ 5

4 Create Issues ............................................................................................................ 6

4.1 Standard issues .................................................................................................. 6

4.2 How to: Warranty Requests................................................................................ 10

4.3 Return Material Authorization ............................................................................. 10

4.3.1 Goods Return ............................................................................................. 11

4.3.2 Calibration / Recertification .......................................................................... 12

4.3.3 Repair ....................................................................................................... 13

4.3.4 Return order .............................................................................................. 14

5 Work on an issue ..................................................................................................... 15

5.1 Issue status ......................................................................................... 15

Actions for Agency (Reporter) ................................................................................... 15

Actions to assign issue ............................................................................................. 16

Actions for Assignee ................................................................................................. 16

5.2 Issue status or or , etc. .............................. 17



5.3 Issue status .................................................................... 17


Actions for assignee ................................................................................................. 20

5.4 Issue status ...................................................................... 20



5.5 Issue status ......................................................................... 20






5.6 Issue status .................................................................................... 20



5.7 Issue status ..................................................................................... 21

Actions for Agency (Reporter) and Assignee ................................................................ 21

6 Reminder e-mail notifications .................................................................................... 22

7 Workflow diagram ................................................................................................... 23




1 Introduction

The “Support Tracker” is a software tool to track support requests from subsidiaries and sales companies. It allows to track all support requests systematically, to collect different issues from different sites in a database and to give a fast and qualified support. The "Support Tracker" is based on the highly customizable software tool Jira. The herein described functions are only the main functions of JIRA. For detailed information, please see the online help of Jira user's guide: http://confluence.atlassian.com/display/JIRA/JIRA+User%27s+Guide

2 Access to the Support-Tracker

If you already have a login to my.metrohm.com, proceed with step 2.5. If not, please start with step 2.1. More information on how to register a new myMetrohm user can be found in the Metrohm Knowledge Base (login required: 164 How to register a user for myMetrohm).

2.1. Open the myMetrohm homepage my.metrohm.com.

2.2. As you have no login yet, click on the link “I need to register?” and fill in the form:

http://confluence.atlassian.com/display/JIRA/JIRA+User%27s+Guide

https://guide.metrohm.com/w/en_US/show/58cc388c9441c98e0a9dd5693ea1b052_1_en_US?query=myMetrohm&sId=1596793164759

http://www.metrohm.com/com




2.3. You will receive an email after your registration has been approved.

2.4. Please install the application “Google Authenticator” on your mobile phone or tablet and scan the received QR code. You will be connected and the code (token, second verification step) will updated every minute. You will need this code to log in to the protected area. For further information see “How to scan the QR code”.

2.5. To login, open the my Metrohm homepage my.metrohm.com, enter your user name and password and login to the protected area:

Users in the Metrohm Global Active Directory (=you have a Metrohm personal number e.g. 0019999) can use their network username (e-Mail address or personal number) and password.

2.6. In the second verification step, you need to enter a Token which you get from the ap-plication (“Google Authenticator”) after successful linking of your mobile/tablet and your login credentials:

2.7. Choose Metrohm Web Application “Metrohm Jira-Platform”

http://newsletter.metrohm-images.com/Metrohm_AG/How_to_scan_the_QR_Code_with_GA_1491556782.pdf

https://activation.metrohm.com/portal




3 Dashboard

If you have the first time access to the Support-Tracker, you will see a screen similar to this:

In the upper right corner you will find your profile, help and quick search:

You will find some additional functions when clicking on your avatar, e.g.: - Profile: e.g. changing the language of the Support-Tracker, Profile picture, …

- Atlassian Marketplace: Shop to buy additional functions. Shall not be used.

The three selection choices in “My Jira home” can be used to easily switch from the dashboard view to the board view or even to the issue search function. The selection is persisted until changed. - Log Out

Help: Next to the avatar you find the Jira Online Help with various help subpages.

Search: Used for searching an issue (e.g. "IC-524"), a project (e.g. “OMNIS”) or a spe-cific content, which is present in the issue fields "summary" or "description". For further information how to search see Online Help.

In the upper left corner, you will find the menu bar to access dashboard, projects, etc. but also the button to create a new issue.

Dashboard: Your "homepage" of the Support Tracker. You can manage and customize this dashboard according to your needs (see Online Help). It is recommended to do so, as it can support you in your tasks easily.

https://confluence.atlassian.com/jirasoftwareserver085/jira-software-server-8-5-documentation-981155994.html




Projects: View all the different projects (see Chapter 4).

Issues: Here you will find the main functions: - Search for Issues (see Online Help) - Manage Filters (see Online Help)

Boards: Create a scrum or Kanban board (see Online Help). However, this is not yet in use for support tracker issues.

Create: Create a new issue, see Chapter 4.

4 Create Issues

4.1 Standard issues

To create a new issue you click on the button:

<Create> in the menu bar

To create a new issue you have to complete the fields as follows in English:

Project: Choose the relevant project:

- Autolab (AUT): Issues concerning Autolab instruments and software.

- B&W Tek (BWT): Issues concerning B&W Tek instruments and software.

- Competitive Intelligence (CI): Issues in regard to competitive intelligence.

- DropSens(MDS): Issues concerning DropSens products.

- Export: Issues concerning ordering, delivery, billing, etc.

- IC: Issues concerning Ion Chromatography, columns, suppressors, IC ac-cessories and MagIC Net.

- Marketing (MAR): Issues concerning marketing issues, leaflets, web page.

- Raman: Issues concerning the Raman products.

- Metrohm Process Analytics (APLK): Issues concerning Process Analytics products.

- OMNIS: Issues concerning OMNIS products or OMNIS software.

- Request for article numbers (ART): Issues requesting new Metrohm article numbers, mainly for producing 3rd parties.




- Return Material Authorization (RMA): Issues concerning returning material, see chapter 4.2.

- Service (SERV): Issues concerning service and maintenance of a specific instrument, warranty cases, validation, IQ/OQ, etc.

- Spectroscopy (NIR): Issues concerning the Spectroscopy products.

- Stability (STAB): Issues concerning Stability Measuring Instruments and accessories and Stabnet.

- Titration (TITR): Issues concerning Titration, electrodes and accessories and tiamo.

- VA: Issues concerning Voltammetry, Polarography, CVS and accessories and viva.

Issue Type: Choose the relevant issue type:

- Complaint: All types of customer complaints fall into this category, specifically when the customer system does not function and impairs the work. It includes everything classified as complaint, non-conformity or problem at the cus-tomer site. e.g. product does not work during installation, Warranty requests, general quality problems, non-conform products, soft- and firmware bugs, short shipment/wrong deliveries

- Request for support: The category of support includes all requests for support, handling or cus-tomer errors, all cases based on incorrect infrastructure at the customer site. e.g. Support requests, problem with licensing, request for technical infor-mation, audit requests, marketing issues

- Proposal: This category comprises all wishes and propositions towards improvements on current or future products. e.g. Proposal for improvements on products (hardware, software, firm-ware), proposal for additional accessories, wish for additional documenta-tion

In the lower part of the “create issue” pop-up you have to specify your issue more in detail:

Summary: Short description of the issue.

Device No.: Device Number, e.g. 1.800.0010, or n/a if not applicable.




Serial No.: Serial Number, e.g. 1800001001234, or n/a if not applicable.

Customer Account: Report the customer account, where the problem/issue/wish ap-peared. It can also be the agency number if the case is an internal report.

Date of installation: Date of installation of device (only available for complaints).

Date of failure: Date of failure of device (only available for complaints).

Warranty request: Request for warranty (only available for complaints; Credit note or replacement: see 4.1).

Firmware: Firmware Version, e.g. 5.850.0103, or n/a if not applicable.

Software: Used software program + version, e.g. tiamo 2.1.

Description: Detailed description of your complaint, request for support or pro-posal. Please include as much information as possible, as little as necessary.

Attachment: Attach all relevant files to the issue. You can attach files with a maximum file upload size of 25 MB per attachment during the "cre-ate a new issue"-action. Above 25 MB (e.g. a database) please up-load them to “https://share.metrohm.com/” and link the content.

Agency: This field is filled in automatically when the issue is created.

Condition: Choice between “Standard” and “Special”. In case “Special” is se-lected, please fill in the “Special Condition” field, explaining what circumstances make this environment not-standard, e.g. nuclear power plant, -5°C lab temperature. (Not available for proposal)

https://share.metrohm.com/




For the next step, choose the button <Create>. You will get a notification in the right upper part. Click on it and you will see the newly created issue.

Every new issue is created with the equivalent default settings for priority, status and security level.

Priority: There are five priority categories. All new issues are set per default to “Minor”. The assignee can change the priority level depending on his estimation on the urgency of the support tracker.

Status: Will be explained further in chapter 5.

Security level: The support tracker cases are open for anyone from the Metrohm group to see and search. This is why the level is set by default to “Open for all users”. To vary from this level is uncommon and would only be used to treat some cases in a smaller circle.




4.2 How to: Warranty Requests

Warranty requests are placed by creating a Support Tracker issue in the respective project (e.g. SERV) and selecting as issue type “Complaint”. Conditions: See General Terms and Conditions of Delivery and Warranty for Metrohm products AB000433.

Issues are created as usual. The preferred solution (“YES with Credit Note” or “YES with Re-placement”) has to be selected in the “Create Issue” form.

4.3 Return Material Authorization

In case material needs to be returned to MIHQ, a Return Material Authorization (RMA) is necessary. To apply for this RMA, the RMA project in the Support Tracker must be used.

Important Notice: It must be assured that returned instruments and materials have had no contact and are not contaminated with hazardous or potentially dangerous substances.

To protect the health and safety of our personnel for any RMA request the “Health and Safety Declaration for Returned Articles” form (FO002498) has to be completed and sent back to MIHQ together with the RMA request via Support Tracker prior returning instrumentation. Returns without Health and Safety Declaration or RMA form will not be accepted.

There are 4 different cases of RMA possible:

Goods Return: Material that needs to be returned to MIHQ, due to e.g. wrong order/ wrong delivery.

Calibration: Reference instruments that need to be sent back to MIHQ for calibration.

Recertification: NIRS standards that need to be sent back to MIHQ for recertification.

http://intranet.metrohm.local/site/bereich/qm/processmanagement/Servlets/ActionProcessmanagementGetFileByNumber?number=AB000433

http://intranet.metrohm.local/site/bereich/qm/processmanagement/Servlets/ActionProcessmanagementGetFileByNumber?number=FO002498




Repair: Instruments that need to be sent back to MIHQ for repair or MIHQ has asked you to send the article back.

Depending on the RMA type fill out the following:

4.3.1 Goods Return

Project: Return Material Authorization

Issue Type: Goods Return

Summary: Summary of the RMA request.

Description: Add a short description of the RMA request.

Article Number: Article number of the goods you would like to return (for instruments please always enter the 1.xxx.xxxx number).

Quantity: Quantity of the goods you would like to return.

Linked Issues: Enter the Issue ID to which other support tracker issue this RMA is related to (e.g. SERV-12345). This is a mandatory field. If no related support tracker exist, please create one first.

Attachment: Attach all relevant files to this RMA request.

Attach Health and Safety Declaration for returned articles.




Please note, articles with a shelf life (e.g. electrodes) cannot be returned.

4.3.2 Calibration / Recertification


Issue Type: Calibration / Recertification



Article Number: Article number of the goods you would like to have calibrated / recertified.

Quantity: Quantity of the goods you would like to have calibrated / recertified.

Linked Issues: For calibrations and recertifications you can enter RMA-3 if there are no other related issues.

Return options: choose between the following options:

- Regular shipment: Will be added to the next regular shipment.

- Separate shipment: Will be sent back separately, no courier.

- Courier: Will be sent back via courier (additional costs apply).

- No return: Won’t be sent back.




Attachment: Attach Health and Safety Declaration (for reference instruments).

4.3.3 Repair


Issue Type: Repair



Article Number: Article number of the goods you would like to send for repair.

Serial Number: Serial number of the goods you like would to send for repair.

Quantity: Quantity of the goods you would like to send for repair.

Error description: Detailed description of the failure/ error.

Linked Issues: Enter the Issue ID to which other support tracker issue this RMA is related to (e.g. SERV-12345). This is a mandatory field. If no related support tracker exist, please create one first.

max. repair costs [CHF]: Enter maximum allowed repair costs. If effective repair costs exceed this

maximum repair costs, the repair will not be executed.

if repair costs exceed: Choose between the following options if the effective repair costs would ex-

ceed the maximum repair costs:

- Dispose: Dispose the instrument.

- Send replacement: Send a replacement for this instrument.

- Return: Return the instrument unrepaired.

Return options: Choose between the following options:

- Regular shipment: Will be added to the next regular shipment.

- Separate shipment: Will be sent back separately, no courier.

- Courier: Will be sent back via courier (additional costs apply).

- No return: Will not be sent back.

Attachment: Attach Health and Safety Declaration for returned article.




4.3.4 Return order

As soon as the RMA request was approved, the “Return order” document will be attached to the RMA issue. Please print this “Return order” document and add it with the printed “Health and Safety Declaration” to your returned goods.




5 Work on an issue

Every issue has an issue status depending on the processing status of the case. For each issue status, there are different workflow steps (actions) available, depending on the permissions of the user.

Independently of the issue status for all members of the same agency as the reporter, the fol-lowing actions are always available:

- Add an additional comment;

- Attach an additional file or screenshot (or more).

Additionally, independently of the issue status and independently of the agency, the following action is available:

- Watch this issue (you will get an e-mail notification for every change on this issue, also if you are not the reporter).

For details, also see chapter 7 Workflow diagram.

5.1 Issue status

Actions for Agency (Reporter)

-None- (exception see beginning of chapter 5)




Actions to assign issue

In most projects, the project lead is within a group of people, e.g. a competence center. A newly created issue is always assigned to the project lead (e.g. Competence Center IC) and not to an individual person.

To assign an issue to a certain person several ways exist:

• The assignee can directly be changed by clicking on the current assignee (e.g. Compe-tence Center IC) and by entering the assignee name.

• By using the button “Assign”. A new window opens where the assignee name is entered and if necessary a comment is added. Then the button “Assign” is pressed.

• If one wants to assign the case to oneself, in both places the “Assign to me” can be cho-sen as shortcut.

Actions for Assignee

• Start Investigation

o Assignee starts the investigation on this issue.

o The issue status will change to or or , etc.

o The reporter, the assignee1 and all watchers will get an e-mail notification1.

• Question to Reporter:

o Assignee needs further information on the issue.

1 To prevent an e-mail notification for your own changes please deactivate the e-mail notification in your profile (see

3).




o The issue status will change to .

o The reporter, the assignee1 and all watchers will get an e-mail notification.

• Resolve Issue:

o Assignee suggest a possible resolution.



• Freeze Issue Assignee:

o Assignee needs more time to clarify certain points with other departments or needs to wait for returned goods.

o The issue status will change to


5.2 Issue status or or , etc.




• Question to Reporter: see 5.1

• Resolve Issue: see 5.1

• Freeze Issue Assignee: see 5.1

5.3 Issue status


• Answer to Metrohm:

o Give an adequate answer to assignee. For this use the “Answer to Metrohm” but-ton and add a comment and – if applicable – an attachment in the designated fields.


o The assignee, the reporter1 and all watchers will get an e-mail notification.




• Resolve+Close Issue:

o The reporter can resolve the issue by himself if he thinks it is resolved. To do this, use the “Resolve + Close Issue” button, choose a suitable resolution, rate “Sup-port Quality” and “Issue Lead Time” and add a comment.






• Freeze Issue:

o If you need more time to get the required information and would like to avoid the frequent reminder e-mails (see chapter 6) you can freeze the issue. Just click on the button “Freeze Issue”.






Actions for assignee


o If necessary, it is also possible for the assignee to take back the issue by clicking on “Answer to Metrohm”.


o The assignee1, the reporter and all watchers will get an e-mail notification.

5.4 Issue status


• Answer to Metrohm: see 5.3

• Resolve + Close Issue: see 5.3



5.5 Issue status




• Question to reporter: see 5.1

• Resolve Issue: see 5.1

5.6 Issue status


• Accept Resolution:

o If the reporter accepts the suggested resolution of the assignee, the issue can be closed by using the “Accept Resolution” button. An additional comment can be added. Please also choose a suitable resolution, rate “Support Quality” and “Issue Lead Time” and add a comment.







o If the reporter does not accept the suggested resolution because there are further open questions or it does not work as expected, the issue can be reassigned to the assignee by using the “Answer to Metrohm” action. In this case, please give an adequate reason why you do not accept the resolution.



• Freeze Issue: see 5.3



5.7 Issue status

Actions for Agency (Reporter) and Assignee

• Reopen Issue:

o Once an issue is closed, it can be reopened at any time by the agency or as-signee.


o The reporter1, assignee and all watchers will get an e-mail notification.




6 Reminder e-mail notifications

Issue Status Rule Action

2 days open reminder e-mail to assignee, afterwards every day

, etc.

5 days in progress 10 days in progress 20 days in progress

1st reminder e-mail to assignee 2nd reminder e-mail to assignee 3rd reminder e-mail to assignee, afterwards every day

5 days in progress 10 days in progress

reminder e-mail to the reporter asking to execute further actions resolving issue automatically

30 days in progress 60 days in progress 90 days in progress 120 days in progress

1st reminder e-mail to the reporter asking to exe-cute further actions 2nd reminder e-mail to the reporter asking to exe-cute further actions 3rd reminder e-mail to the reporter asking to exe-cute further actions resolving issue automatically

30 days in progress 60 days in progress 90 days in progress 120 days in progress

1st reminder e-mail to the reporter asking to exe-cute further actions 2nd reminder e-mail to the reporter asking to exe-cute further actions 3rd reminder e-mail to the reporter asking to exe-cute further actions resolving issue automatically

5 days in progress 10 days in progress

reminder e-mail to the reporter asking to execute further actions closing issue automatically




7 Workflow diagram

Manual Support-Tracker

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