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eWorkplace Apps Help


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Table of contents

Welcome ............................................................................................................ 4What's new in Version 3.5 .................................................................................... 4Getting Started ................................................................................................... 6

System Requirements ...................................................................................... 6Getting Started for New Administrator ............................................................... 6Getting Started for New User ............................................................................ 7

Home Screen ...................................................................................................... 9Issues .............................................................................................................. 10

Understanding Issue ...................................................................................... 10Issue List .................................................................................................. 11Issue Details ............................................................................................. 12Issue Notes .............................................................................................. 14Issue Attachments ..................................................................................... 15Issue Notifications ..................................................................................... 16Linked Issues ............................................................................................ 18Starred Issues ........................................................................................... 20

Operations on Issue ...................................................................................... 20Adding an Issue ........................................................................................ 21Searching Issues ....................................................................................... 22Batch Operations on Issues ........................................................................ 24Read/Unread Issues ................................................................................... 26Linking Issues ........................................................................................... 27Sending Notifications ................................................................................. 29Deleting an Issue ...................................................................................... 30Cloning an Issue ....................................................................................... 30Escalate an Issue ....................................................................................... 31Adding Attachments .................................................................................. 32

Projects ............................................................................................................ 33Managing Projects ......................................................................................... 33

Projects .................................................................................................... 34Project Members ....................................................................................... 36Project Attachments .................................................................................. 38Project Notifications ................................................................................... 39Import Issues ........................................................................................... 40Custom Fields ........................................................................................... 41Custom Field Properties ............................................................................. 43

Templates .................................................................................................... 43Creating a Project from Template ............................................................... 44

Reports ............................................................................................................ 44Report Input Parameters & Generating Report .................................................. 45Report Output ............................................................................................... 46Export Report ............................................................................................... 47Email Report ................................................................................................. 47Adding Scheduler on Report ........................................................................... 48

Dashboard ........................................................................................................ 49Issue Dashboard ........................................................................................... 49Personalizing Issue Dashboard ........................................................................ 50


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Customer Dashboard ..................................................................................... 51Settings ............................................................................................................ 51

My Profile ..................................................................................................... 52My Notifications ............................................................................................ 53My Preferences .............................................................................................. 54Contact Us .................................................................................................... 57About .......................................................................................................... 58Change Password .......................................................................................... 59

Administration .................................................................................................. 60Account Details ............................................................................................. 60Account Options ........................................................................................... 62Account Administrators .................................................................................. 63Managing Users ............................................................................................ 64Customers .................................................................................................... 65

Configuration .................................................................................................... 67Managing Roles ............................................................................................. 67

Account Roles ........................................................................................... 67Project Roles ............................................................................................ 68

Picklist Customization .................................................................................... 70


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Issue Tracker by eWorkplace Apps

Issue Tracker by eWorkplace Apps is a project-based Issue Management Software. It helps to manageprojects and their issues. A user can create, assign, escalate issues, show the progress with variousavailable statuses, update notes and attach documents wherever required, through an intuitive interface.Notifications through emails keep everyone updated with the details of an issue without the need to login intothe application. Numerous out-of-the-box reports and dashboards provide ease of use as well as speed upstatus meeting preparations.

The application is the first of many project-based applications in the eWorkplace Apps suite of applications. Itis a Software-as-a-Service (SaaS) application provider, which means that it is not required to be installed inthe computer. Instead, just a sign up for the service is required. The application is accessible via all popularbrowsers and is available on iOS devices as well.

What's new in Version 3.5

Version 3.5.3

Bug Fixed

· iOS users were not able to log back in to the application once logged out. This bug is fixed and iOSusers should download the latest version.

Version 3.5.2

Bug Fixed

· Issue Tracker will support both 12-hour and 24-hour time format on iOS.

Version 3.5.1

Enhancements

· Added support for login emails with extension more than four characters on iOS devices. This will allowthe users with email addresses on domains like .limited to use the iOS applications.

· Added some topics in the online help, like Project Attachments.

Bugs Fixed· User deletion was not working because of some dependencies of Attachments' System Notes left even

after deleting the relevant issues. This has been resolved.· Some users using Web Client encountered “500 - Internal server error” for new release. This was due

to web cookies which has been resolved.

Version 3.5

Enhancements

· Support to Create Account through iOS devices.


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· Forgot Your Password feature on iOS devices.

· Project Cloning feature with various cloning options: Project Members, Notifications, Attachments andCustom Fields.

· Project Templates feature, where a user with Admin Rights can save a Project as a Template andProjects can be created from the saved Templates. The feature allows optionally to add ProjectMembers, Notifications, Attachments and Custom Fields to a template.

· Report Templates feature, where a user with different rights can save Report Filters as a Template andshare the template with other users or mark it Private.

· Added support for Project Attachments and extended the current Issue Attachment functionality byadding Document Types, Attachment History and an option to mark an attachment with a Star, emailnotification when an Attachment is added, updated or deleted for an Issue.

· Extended search functionality to allow searching on numbers and dates.

· Added Search in all User Popover.

· Added New Pick list Type, 'Document Type'. · Added Issue Management data grid under Dashboard Module for Web Application. The feature allows

following o View Issue o Filteringo Groupingo Sortingo Create and Manage Viewso Column Moving and Resizingo Export data in PDF and Excel o Show and Hide Columns with the Column Chooser

· Added Issue Management data grid under Dashboard Module for iPad Application with support for all thefunctions as Web Application except Grouping.

· Added events, ‘Remind until Issue Is Due' and ' Remind until Issue Is Closed' on Notifications list for alllevels.

· Added Filter on Project list, feature that allows filtering Active/ Inactive Projects & Templates.· Added Scheduled Reports functionality under Reports Module for both Web and iPad Application and is

not supported on iPhone Application. The feature allows following o Mailing a report at scheduled time, to selected Recipients.o Different scheduling patterns like Ad hoc, Regular, Daily, Weekly.o Different report formats like Excel, Word or PDF.

· Added Customer Portal functionality. The feature allows following o Application access to a Customer's users (External Users).o New customer list to add Customer's detail.o Extended functionality to add an External User at User's list.o Automated Email notifications to external users on status changes related to their issues.o New field, ‘Customer' at issue details to make an External Issue. Users with Issue Admin role

can create an external issue by adding a customer in this field.· External user's login allows viewing all issues of a customer in a data grid along with following features

o Filteringo Groupingo Sortingo Export data in PDF and Excelo Column Moving and Resizing

Grouping and PDF export is not supported on iPad.· Added support for ‘Local Time Zone', Users in different time zones can now view the data as per

time zone set in their device.


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Getting Started

Getting Started

This section introduces new users to the application in a simple and brief style. Two separate sections areavailable; one for the Administrator and the other for the Normal user to help them get a quick look of howto use the application.

System Requirements

System Requirements

Issue Tracker by eWorkplace Apps is a SaaS application, which means that you do not have to install theapplication on your computer. It is always accessible to you from your browser. We support the followingbrowsers:

· Microsoft Internet Explorer, Versions 9 and 10· Google Chrome· Mozilla Firefox· Apple Safari

We also support the following mobile devices:

· Apple's iPad/iPhone/iPod running iOS 7 and above.

Getting Started for New Administrator

Getting Started for Administrator

First login to the application is through the Administrator. An administrator is responsible for creating andmanaging projects, defining users and assigning appropriate permissions and customizations for theapplication to meet the needs of the company.

The following three steps will help Administrators quickly start using the application.

Create an Account:

An Administrator will create an account in Issue Tracker before anyone else in the company or group canuse the application. Go to the website http://issuetracker.eworkplaceapps.com, and click on Sign Up tocreate an account. An invitation email on the successful creation of the account will be sent to theAdministrator. By following the instructions in the email, a password can be set. The Administrator can thenstart using the application.

Manage users:

http://www.eworkplaceapps.com


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On the Home screen, click Account Administration, and then click users. Add, update and delete users. Whena user is added, the user will be sent an invitation email, and the first login by that user will activate accessto the application.

Manage Projects:Before users can create issues, the Administrator has to create project(s) for issues of users. On the Homescreen, click Projects.

Getting Started for New User

Getting Started for New User

Login:

Before a user can begin using Issue Tracker, a login must be created with appropriate privileges. Login isdone through the registered email address and with the password set for use.


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Logging into the application:

1) Enter the registered email address.2) Enter the password. 3) Click Login. The Home screen appears.

Home Screen:Immediately after logging in, user will be taken to the main interface of the application, Home Screen.

Preferences:The user can set preferences and options in the application that will be set until they are changed. In thebrowser version of the application, the user's name is displayed at the top right corner with a drop-downbutton to its right. Clicking on this button will display a list of items that the user can set. On the iPad versionof the application, in the Home screen, tapping on the Settings item will display the preferences list. In thissection a user can subscribe to event notifications and set preferences.

Issues:Click on the Issues link to go to the Issues section. The user will be spending most of the time in managingissues on this screen. It is divided into two parts: the left part for the issue list and the right part for


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displaying the data of the currently selected issue.

Reports:Use the Home button on the top left of the Issue screen to navigate to other parts of the application. Click onReports to navigate to the reports section. The user can get a summary or detailed report of issues matchingthe set criteria. A user can export a report as a Microsoft Word, Microsoft Excel or Acrobat PDF file. Thereport may be emailed to other users of the application or to any external user on predefined schedules.

Home Screen

Home Screen

The Home screen is the central interface from which you can navigate to various sections of the application.

In addition to the Issues section as described here, from the Home screen the user can navigate to othersections of the application:

· Issues: This is the main section of the application from which all issues are managed.

· Projects: This section is used to manage projects and project members.

· Reports: Reports for various criteria are generated from this section. Reports can be saved asdocuments in this section.


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· Dashboard: This section is used to view important statistics, along with charts, that are specific to thelogged-in user

· Administration: In this section, the Account Administrator manages all users and their roles/rights.

· Configuration: This section is managed by the Administrator to customize the application for specific use.

· Settings: On iOS mobile devices, set preferences, notifications and other settings.

To go to the page, click on the respective link.

Issues

Issues

This section of the application is for creating, managing and deleting issues. It contains many features thatultimately provide assistance in handling issues better to create a holistic and unified business environment.

Understanding Issue

Understanding Issues

Issues:

The major purpose of this application is to manage issues. Issue definitions vary with different industries.Among the issues are customer complaints, bugs, service requests or tasks. Issue Tracker by eWorkplaceApps supports the complete life cycle of an issue.

Issue Life Cycle:

An issue in Issue Tracker has a life cycle which is indicated by its Status. An issue starts in Open status andends in Closed status. Before an issue is closed, it may go through a verification stage. Note that theapplication does not impose any defined workflow on the process of issue life cycle. The issue's workflow isopen to all users with adequate permissions who can change issue properties, including to whom the issue isassigned. However, it is a good practice to use an agreed-upon workflow that all team members follow tomanage issues better.

Issue Assignment:

An issue is generally assigned to a team member who is currently working on the issue. The assignmentmay be changed at any time during the issue's life cycle. It is also possible to unassign an issue when noteam member is assigned to the issue.

Custom Fields:

Issue Tracker has implemented a standard set of common properties needed to specify and manage issues.However, many projects need additional data to be associated with their issues. This is accomplished by


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defining custom fields to be used with issues belonging to the project.

Issue List

Issue List

The Issue List in the left panel of the interface is the primary means of navigating to a specific issue. Bydefault all issues that are not closed are listed here, grouped by projects. Issues are sorted by issue numberin descending order.

An issue row in the list displays properties of the issue: Title, Number, Assigned To, Last Updated date, and

visual indicators for Unread ( ), Escalated ( ), Late ( ), Star ( ), Linked Issues ( ) and issues withattachments ( ).


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Use the Search field at the top to search for issues by matching search string to the issue content.

The displayed issue list can be filtered by clicking the Filter, , button at the bottom right. When the filter

is in use, the Filter button changes to . When more than one filter option is used, the resulting listcontains issues that meet all selected filter options. The issue list can also be sorted by available options by

clicking the sorting icon ( ).

Issue Details

Issue Details

Issues are entered into the system via the Issue Details screen. It is the most important screen in theapplication. It contains most of the issue properties for viewing as well as editing. At the top of this panel theissue's serial number is displayed. This number can be used in the search field to search for this specificissue. A new issue is added to a project which cannot be changed after issue creation. The project name ofthe issue is displayed at the top.


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Title: The unique identification or the title of the issue is entered here.

Description: Description of the issue is entered in this field.

Issue Type: One of the central properties of an issue is Issue Type. This property classifies the nature ofthe issue. When a new project is created, it is, by default, set to use standard issue types defined in thesystem. The Administrator can customize the standard issue types as required. In Reports, one can groupand filter by project's issue types.

Issue Status: The status of an issue is an important indicator of the stage of the issue is in its life cycle. Itcan be used to filter the issue list and issue reports.

Issue Priority: Priority dictates the importance or urgency of the issue. The available choices are: Low,Normal and High.

Severity: The available choices for the severity of the issue are: Low, Medium or High.

Assigned To: This field is for selecting the person/department to whom the issue is to be assigned. If theassigned user has set the Notifications, an alert is sent upon saving the issue.

Due Date: This field holds the date when the issue is expected to be resolved and closed.

User Tags: User Tags are a means of marking issues with keywords or tags. Multiple tags can be createdand assigned to an issue. Issues can be searched or filtered by tags. This is a private field.

Customer: The hyperlink provided here allows selecting the customer for whom the issue is beingmaintained.

History Button: History of changes can be viewed by clicking on the History button.

Notes Button: To add a note for an issue, click on the Notes button at the top.


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Issue Notes

Issue Notes

Notes are an integral part of an issue's life cycle. As an issue is flowing through its resolution stages, userswill be writing notes about the issue. In addition to the user generated notes, the system auto-generatesnotes when important events occur for the issue.

A user will, very likely, be frequently visiting the Notes tab during the lifetime of the issue to view how theselected issue is being processed and to find out when and to whom it is assigned as well as trackingchanges in important data and text notes entered by users. The Sort button is used to sort the various noteitems. The yellow note button is used to add notes for the issue.

By default, a note is public; that is, it will be visible to all users with rights permission. However, a note can


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be marked private and be visible only to a specific user.

Notes displayed in this tab can be filtered in four different ways by selecting the appropriate choice at thetop:· All: All notes are displayed, including system-generated notes.· User Notes: Only the notes entered by users are displayed.· My Notes: Only the notes entered by logged-in user are displayed.· Resolution/Verification Notes: Only notes related to the issue resolution and verification are

displayed.

User can also add a note from Issue Details tab.

Issue Attachments

Attachments

External documents may be attached to an issue. The Attachments tab provides interface to manage suchattachments.


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Attachments can be viewed, downloaded, sorted, deleted or updated with a newer version.

Issue Notifications

Notifications

This application generates issue notifications automatically when certain events occur; i.e. when an issue isassigned or when an issue is escalated. First, an event entry is made in the issue's Notes, which can beviewed in Notes tab. Then, the event notification is sent to users who have subscribed to notifications forsuch events. If a user does not want to be notified of these events immediately, then the notificationfrequency is set to “Daily Summary” or “Daily Details” instead of “Immediate”, which will enable theapplication to send a combined notification for all events once a day at the set delivery time. It is importantto note that since the notification system is subscription based, unless the user is subscribed to the specificevent type, no notification will be sent to the user for that event type.


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There are three different places in the application from which issue event notifications may be subscribed.

Project Notifications:

On behalf of the project members, a Project Manager may subscribe to notifications for events created forissues in the projects. This is a central place where a Project Manager can enforce common notificationpolicies for the project members.

Issue Notifications:

Each issue manages its own separate notification subscription. For example, a user may want to be notifiedwhen a particular issue is assigned to a member or is updated. The Notifications tab of the issue screenwould then be used to set and manage notifications for that issue.

My Notifications:

From this screen the user can manage notification subscriptions to issues that were either self-created orassigned. For example, a user may want to be informed if an issue has been updated or closed.

Pseudo Users:

Generally, a notification is subscribed to be delivered to specific users. However, in some cases, a user maywant it to be delivered to another user defined by role for that issue, such as the manager of the team. Thesystem supports many types of pseudo users: Assigned To, Created By, Last Updated By, Project Managerand Project Members.

By default, the system will not send a notification if a user is the initiator of that event. For example, a usermay want to receive notification when an issue of his own creation. A user would not normally getnotification of those issues unless another user creates it.

According to the preferences, notifications may be sent by email or SMS or both.


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Linked Issues

Linked Issues

There are times when an issue is related in some manner to another issue. The relationship generally is ofthe dependency type. In these cases, a user can relate two issues together to reflect such dependency. Theapplication implements appropriate logic to enforce the rules of dependency between the two related issues.

There are three types of relationships:

· Related Issues:In this case, two issues are just related to each other. There is no rule enforcement. The life cycles ofthe two related issues are independent of each other. For example, two similar issues may be related inthis manner to allow users to view one issue while viewing the other issue also.


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· Parent-Child:In this relationship, one of the two issues includes the other issue as its sub issue. A parent issue mayinclude many sub issues as its child issues. But a child issue may have only one parent issue. In addition,the application enforces an issue life cycle rule: A parent issue may not be closed until all its child issueshave been closed. For example, the user receives a report listing a number of defects found in the QAprocesses. The report may be entered as a parent issue and each defect in the report as a child issue.In this example, the report issue cannot be closed until all its listed defects are closed.

· Duplicate:In this case, two issues are replicas of each other. They can be linked with this relationship.

Issue link relationships can be added and deleted in this tab. Current relationships of the selected issue canalso be viewed in this tab.

Click on to add an issue. Issues can be linked to the selected issue either by typing its issue number orclicking on the Search button to the right and selecting the linked issue from the list displayed.


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Starred Issues

Starred Issues

Issues can be marked with a star for follow up. Click on the Star button, , in the Issue Detail title bar. It willremain marked/starred until it is cleared by clicking on the same button again. Starred issues are marked as

in the Issue List. This is a private flag.

User can filter for starred issue or can mark a batch of issues starred or un-starred.

Operations on Issue


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Operations on Issue

A number of operations can be performed on an issue: creation, update, deletion, adding attachments,associating notes, adding custom fields. This section deals with how these operations can be performed.

Adding an Issue

Adding an Issue

To add a new Issue:

1) Click Add button available at top right to add a new issue. The Select Project window appears. Selectthe project for which the Issue is being maintained. Note that the project cannot be changed after anIssue has been created. It will have to be deleted and then recreated. Select a project by clicking on thedown-arrow button to the right side of the Add button.

2) Provide a unique identification to the Issue at the Title field. It is a good practice to phrase the issue titleappropriately so that it can be identified in the Issue List easily.

3) Add a very detailed description for the title describing the Issue in the Description field.

4) Click on Type to select the type of Issue: Issue, Defect, Task, Discussion or Query.

5) Click on Status to select the status of the Issue: Open, On-Hold, Resolve, Verified, Verification Failed orClosed.

6) Click on Priority to set the priority of the Issue: Low, Normal or High.

7) Click on Severity to set the severity of the Issue: Low, Medium or High.

8) Click on Assigned To to select the name of the person to whom the Issue is to be assigned for furtherprocessing.


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9) Click on Due Date to select the due date for the Issue.

10) Click on User Tag to select the user-defined tags for marking the issues for future follow up.

11) Click on Customer to select the customer for whom the Issue is being defined.

12) Select the name of the person who reported the Issue using the Reported By field.

13) Select the date and time when the Issue was reported using the Reported At field.

14) The fields Created By, Modified By, Created At and Modified At are defaulted by the system using thedetails of the logged-in user and the time when the two operations occurred.

15) Click Save to save the record. As soon as a record is saved, a notification is sent to the assigned user viaemail and SMS based on the option selected by the user. Upon saving, the Notes, Attachments,Notifications and Linked Issues tabs get activated.

Searching Issues

Searching Issues

Search for issues by entering the matching text in the Issue List. The search is applied after filtering Issuesthat are set in the Filter interface.


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Clicking on the Search Scope button to the right enables the user to perform the advanced search by settingthe intended fields to search in.


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A history of the last ten searches done by the user is maintained by the application. A user can search byselecting a past search string by clicking the button on the left.

Searching Issue:

1) The left panel displays a list of all the Issues assigned to the logged-in user as well as all other users. 2) Enter the string in the text box to search for an Issue. 3) Click on the Search Icon.

Batch Operations on Issues

Batch Operations on Issues

Some actions can be applied to a list of Issues in a single operation. For this, the user is required to selectmultiple Issues on which the operations are to be performed in a single batch. The allowable operations thatcan be performed on a batch or list of Issues are: star them for future reference, change the status tounread, escalate them, assign to the logged in user and assign to other users.

1) Click Edit at the top right of the Issue List panel. This will put the Issue List into Edit mode. In this mode,empty blank circles are displayed on the left of the list. Select the desired Issues by clicking in the blankcircles.


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2) Then click on the top right Action button. Choose the action to be applied on the selected issues.


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3) Click on Set button to leave the Edit mode.

Read/Unread Issues

Read/Unread Issues

When an issue is created or modified by a user, it will be marked as an unread issue for the other. Whenuser selects that issue in the Issue List, it is then marked as read. This works just like in emails. Unreadissues are marked as in the Issue List.


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During its lifecycle, whenever an issue is modified, it is marked as Unread. And, it remains unread until theuser reads it. Also, note that different users will have different Issues marked as unread.

User can filter unread issues.

User can mark a batch of issues read or unread.

Linking Issues

Linking Issues

1) Switch to the Linked Issue tab.


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2) Click on the Plus sign.

3) On the new window that appears, click in the Link Type field and select a link type.

4) Click the Search button to search the Issue with which the current issue is to be linked. Note that a usercan link to a Closed issue only for link types Duplicate and Related.


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5) Enter notes, if desired, at the Notes field.

6) Click on the Link button to link the active issue with the selected issue.

7) A user can edit the link comment or delete an existing linking relationship.

Sending Notifications

Sending Notifications

1) Switch to the Notification tab.

2) Click the Recipient button to select the users that must be notified when a particular activity occurs.


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3) Click on the Notify Now button to send notifications immediately to the desired users. A notificationscreen is displayed where the user can enter the email address of the concerned user.

Deleting an Issue

Deleting Issue

To delete an Issue, go to its Details tab and click on the Delete button. The user will have to confirm thedeletion before the Issue is deleted. Note that a deletion cannot be undone. The Issue should be deleted onlyif it is required. In most cases, it is better to close the Issue instead of deleting it.

Cloning an Issue


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Cloning an Issue

Sometimes a new Issue being created may be a copy of an existing Issue. In such cases, a user can clonean existing Issue. To clone an issue, go to the issue details of the existing issue, click on the Action button atthe top right and then click on Clone.

The newly created Issue will have the following fields copied from the existing issue:· Escalate· Project· Type· Status· Priority· Severity· Assigned To· Due Date· Custom Fields· Reported By/At

Escalate an Issue

Issue Escalation

When an Issue needs special attention, set its escalation property in Issue Details. A user can filter on thisproperty to view them separately. When special attention is not required, clear this property. When an Issueis escalated, a Red Finger Pointer is displayed in the Title's Bar in the Issue Details section and also in theIssue List section.


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Escalating an Issue

An Issue can be escalated by clicking the Finger Pointer icon available to the right most corner of the TitleBar. Upon escalating an Issue, the pointer turns to red and is displayed in the Issue List section.

Adding Attachments

Adding Attachments

1) Switch to the Attachments tab.

2) Click on the Add Attachments to add attachments. In the window that appears, click on Choose File tobrowse the location of the file to be attached. Enter the name of the file in the Title field.


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3) Click on the Upload button to upload the attachment.

Projects

Projects

Issue Tracker by eWorkplace Apps is a project-based issue tracking system. A user can create multipleprojects here and define Project Managers for these projects. These Project Managers can then define userswho would be working on these projects. Additionally, Project Managers can attach files, set notifications,and can customize the application to suit their business logic and work flow.

Frequently used project settings can be saved as a template which can then be used to create new projectsfaster. Existing projects can be cloned to create projects that have some or all of the issues, users andsettings copied from the main project.

Managing Projects

Managing Projects

With the Project Management feature, the user can manage, control, and plan the execution of a project.

When a user account is created, that user is made a member of one or more projects. The AccountAdministrator or a user with a Project Manager account role sets up projects and assigns Project Managers.The Project Manager of a project then includes other users as project members with their project roles.

A project may involve more than one project member. When an issue is created, its project is set andcannot be changed later. The user will be able to create issues only for projects for which they havepermissions to create issues.


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Projects

Projects

Here, a user can create, edit and delete projects. The user needs Account Administrator rights or a ProjectManager Account Role to perform these operations. After a project has been created and its ProjectManager set, the Project Manager then has rights to further manage the project.

A project may have a custom template which includes custom fields.

Details Tab

Name: This field holds the name of the project.

Description: This is the additional information associated with the name of the project.

Active: The status has to be active in order for the project to be accessible to the company users.

Include Resolution Status: This provides the user with the option to include or exclude the resolutionstatus to be available at the Issue screen.

Verification Required: This provides the user with the option to include or exclude the verification status tobe available at the Issue screen. This can be set up if only Include Resolution Status is enabled.

Project Manager: This is the name of the person to whom the project is assigned.

Members Tab

Add Members: Click Add button to add users to be associated with a respective project.


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Attachments Tab

Add Attachment: Click Add button to select the intended file to be attached to a respective project.

Sort Attachments: Click Sort button to sort the list of attachments either by date or user.

Notifications (*)

Recipients: Click Recipients button to select the users that must be notified when a particular activityoccurs.

Import Issues Tab

Choose File: Click Browse button to select the file in which issues are maintained.

Import: Click Import button to import the issues.

Custom Fields (*) Tab

Add Field (+): Click Add button to add new fields.

Reorder: Click Reorder button to re-sequence the added fields.

Adding project

1. Click on Add Project button available at the Details tab.2. Enter the name and its description in the respective fields. 3. Include the resolution and verification status by clicking on their respective sliding bar.4. Select the name of the person to whom the project is assigned by clicking the Project Manager link. 5. Click on the Save button.

Deleting project

1. Click the project (displayed in the left panel) to be deleted.2. Click on the Delete button available at the Details tab.

Action button

Click Action button (available at the Details tab) to do the following:

Clone Project

1. Click on the Action button. 2. Select the Clone Project option. The Clone Project window appears. Specify the name with which

the duplicated project would appear. Check the boxes of the intended tabs which are to be cloned. 3. Click on the Clone button.

Save as Template

This button enables the user to save the settings of the project that can be used to create another projectwith similar information.


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For this:1) Click on the Action button. 2) Click on Save as Template button. The window appears. Specify the name with which template is to be

created in Template Name field. Check the required boxes for the options available on the screen.3) Click on Save button.

Project Members

Project Members

Here the Project Manager can add and delete project members and change their roles within the project.


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Note that permissions are role-based. A role is assigned to a project member. The assigned role determineswhich permissions are available to the project member.


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Adding members

1) Switch to Project Members tab.2) Click to Add Member button. The Select Member window appears. Select the intended person(s). Click

on the Select button. The name of the selected user(s) is then displayed on the Project Members screen.3) Click on the Edit button. The Select Role window appears. Select the role to be associated with the

respective user.4) Click on the Delete button to remove a user from the respective project.

Project Attachments

Project Attachments

Here the Project Manager can add and delete attachments to a project.


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Adding Attachments

1) Switch to Attachments tab.2) Click on the Add Attachments button to add attachments. On the window that appears, click on the

Choose File button to browse the location of the file to be attached. Enter the name of the file at theTitle field.

3) Click on the Upload button to upload the attachment.

Project Notifications

Project Notifications


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On behalf of the project members, a Project Manager may subscribe to notifications for events created forissues in projects to which the members belong. This is a central place where the Project Manager canenforce common notification policies for the project.

Setting Notifications

1) Switch to Notification tab.2) Click the Recipient button to select the users that must be notified when a particular activity occurs. 3) A notification screen is displayed where the user can enter the email address of the concerned user.

Click on the Select button.

Import Issues


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Import Issues

Sometimes you may need to import project issue data from another application or document into IssueTracker. The Project Manager can import that data into a project in the Issue Tracker. The data import isdone from an Excel or CSV file. The default structure of the import file can be obtained by downloading thetemplate file. Note that all issues belonging to one project may be imported at one time.

A log of all imports done for a project is maintained by the application.

Importing Issues

1) Switch to Import Issues tab.2) Click on the Choose File button to select the file in which issues are maintained. On the window that

appears, browse the location of the file to be imported. Select the required file.3) Click on the Import button.

Custom Fields

Custom Fields


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A custom template includes custom fields. The application supports the following number of available fields:

· 10 Text fields· 10 Block Text fields· 5 Yes/No fields· 10 Picklist fields - a custom picklist with its items· 2 Integer fields· 2 Number fields· 2 Date fields· 2 Money fields· 2 User fields - a user of the application

On the Issue Details screen, the custom fields are displayed in the order in which they are listed in thisscreen. The field order can be set by clicking on the Edit button at top right.


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Custom Field Properties

Custom Field Properties

· Field Type: The custom field type to be added.· Field Label: The custom field name/label as displayed elsewhere in the application· Include: No, if this field is to be excluded from the custom field list elsewhere in the application.· Required: On, if this field is a required field.· Default Value: The default value assigned to this field at the time of issue creation.

Templates

Templates

Users may sometimes need to customize issue properties to suit the needs of the project by adding newfields to the issue display. In Issue Tracker, one can accomplish this by creating a Custom Template in theproject that needs little customization. Different projects may have different custom templates.

Details Tab:

Name: This field holds the name of the project.

Description: This is the additional information associated with the name of the project.

Active: The status has to be active in order for the application to be accessible to the company users.

Include Resolution Status: This provides the user with the option to include or exclude the resolutionstatus to be available at the Issue screen.

Verification Required: This provides the user with the option to include or exclude the verification status to


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be available at the Issue screen.

Project Manager: This is the name of the person to whom the project is assigned.

Members Tab

Add Members: Click this button to select the users to be associated with the project.

Attachments Tab

Add Attachment: Click this button to select the intended file to be attached to the project.

Sort Attachments: Click this button to sort the list of attachments either by date or user.

Notifications (*)

Recipients: Click this button to select the users that must be notified when a particular activity occurs.

Custom Fields (*) Tab

Add Field (+): Click this button to add new fields.

Reorder: Click this button to re-sequence the added fields.

Creating a Project from Template

Creating a Project from Template

1) Select the required template.2) Click Action button. Select Create Project option. 3) The Create Project window appears. Enter the name with which the project would appear.4) Click Create button to create a project with the settings specified in the template.

Reports

Reports

Issue Tracker by eWorkplace Apps supports a wide variety of reports for listing and displaying projects andtheir issues. Click on Reports in the Home screen to select and generate the reports.


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Report Input Parameters & Generating Report

Input Parameters

Upon selecting the report type, the report input parameters screen is displayed. A user can set theparameters of the report as required. It is not necessary to input all parameters. Unused parameters will beignored in the report generation. These report parameters can be saved as a template which can be used togenerate the report in future.

The first parameter in most reports is the title of the report. The title is generated at the top of the report,and can be customized in this field.


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Generating Report

1) Select the required report.2) The report opens in the right panel. Set the input parameters of the report as required.3) Click on the Run Report button. The report gets generated.4) Click on the Save Template button to save the filter parameters.

Report Output

Report Output

Following features are available in the report header band at the top :

· Click on the top left arrow button to expand or collapse the generated report display.· Navigate to a specific page of the report by using the navigation controls at the top left.· Search for a string in the report output by using Find|Next links.· Print the report by clicking on the Print button.· Open the report in new tab by clicking on New Tab button.


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Export Report

Exporting Report

Click on the Export button at the top to export the report to any one of the following formats:

· Microsoft Excel· Microsoft Word· Adobe Acrobat PDF

Email Report

Mailing Report

Click on the Mail button to email the report output as an attachment. A user can select any one of the threeexport formats for the attachment file format.


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Adding Scheduler on Report

This functionality enables the user to receive the reports at a defined frequency via email.

Adding scheduler on report

1. Click on the Template Scheduler button available in front of the report name.2. Click on the Add Scheduler on Report button for the template for which scheduler is to be defined.

(Note: the Add Scheduler on Report button is directly available for the Issue Count Summary by Projectreport.)

3. Enter names of the people to whom the report is to be mailed, at the Recipients field. Click on theRecipients link. It will popover a window displaying active users. Select the intended user(s) and clickthe Select button.

4. Click on the Format link. Select the option as PDF, Word, or Excel as required. The report will be mailedto the user in the format selected at this field.

5. Specify the date and time range for which scheduler is to be set at the Scheduler Duration From and Tofield.

6. Select the interval at which the report should be mailed. Click on the Scheduler Type link and select theoption as:

a. Ad Hoc1. Click on the Add Dates button. Select the required date and time. The report will be mailed on

the specified date at the defined time.2. Repeat the above step to add more dates and times.3. Click on the Save button.

b. Regular1. Specify the periodic interval at the Repeat Every field. The number specified at this field will be

the number of selected intervals at which the report will be automatically mailed to the intendedrecipient(s).

2. Click on the Repeat On link. Select from these options: Minutes, Hours, Days, Weeks, Months,Quarters or Years. It will allow a single selection.

3. Click on the Save button.

c. Daily


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1. Click on the Add Times button. Select the required time. The report will be mailed daily to therecipients at the specified time.

2. Repeat the above step to add more time.3. Click on the Save button.

d. Weekly1. Specify the periodic interval at the Repeat Every field. The number specified at this field will be

the number of weeks at which the report will be automatically mailed to the recipient(s). 2. Click on the Add Days button. Select the required day and time. The report will be mailed on the

specified day at the defined time.3. Repeat step 2 to add more dates and times.4. Click on the Save button.

e. Monthly by Day1. Specify the periodic interval at the Repeat Every field. The number specified at this field will be

the number of months at which the report will be automatically mailed to the recipient(s). 2. Click on the Add Days button. Select the required day and time. The report will be mailed on the

specified day at the defined time.3. Repeat step 2 to add more date and time.4. Click on the Save button.

f. Monthly by Date1. Specify the periodic interval at the Repeat Every field. The number specified at this field will be

the number of months at which the report will be automatically mailed to the recipient(s). 2. Click on the Add Dates button. Select the required date and time. The report will be mailed on

the specified date at the defined time.3. Repeat step 2 to add more dates and times.4. Click on the Save button.

Dashboard

Dashboard

Issue Tracker by eWorkplace Apps supports different dashboards for listing and displaying projects and theirissues.

1. Issue Management: Click this option to list all issues created in the application. By default it will notshow closed issues.

2. My Dashboard: Click this option to list the issues and projects that are related to the user who iscurrently logged in.

3. Project Dashboard: Click this option to list all the projects existing in the application.

Issue Dashboard

Issue Dashboard

This dashboard is used to view either all issues of all the projects or issues related to particular project(s)available in the application. It is an interactive dashboard. The user can perform the following functions:


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Show/hide columns: Click this button to select/deselect the field options to be shown/unshown in thedashboard's grid.

Show row number column in grid: Click this button to display sequence number of rows in the grid.

Show closed issues: By default closed issues are not displayed. Check this box in case the closed issuesare to be displayed.

Action: Click this button to convert the report to PDF or Excel format (as required).

Show in full window: Click this button to open the dashboard with full screen view in new tab/window.

Save: Click this button to save the changes to the view currently displayed on the screen.

Save As: Click this button to save as a new view currently displayed on the screen.

Manage Views: Click this button to save as a new view currently displayed on the screen.

Personalizing Issue Dashboard

Personalizing Issue Dashboard

By default, when clicking on the Issue Dashboard, the system generates the dashboard displaying the Issueswith open status of all projects.

To personalize the view, set the view as required and make it the default, if required.

1. Select the required project for which the View is to be created by clicking on the Project link.


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2. Drag any of the column(s) to group the issue list by that column.

3. Use the status filter to only see the issues with selected status.

4. Click on the Save as button.

5. On the window that appears:

a) Enter the name with which the view is to be saved.

b) Share it with all users, or make it available to self, by selecting the option accordingly by clickingon the Share link.

c) Click on the Default slide bar to make the settings default, if required.

d) Click on the Save button.

6. The view saved here gets listed under the Private or Shared View option on the Manage View windowthat appears when clicking the Manage button. The window also displays the system-defined views.Whenever a dashboard is generated using this view, it will display the information as per the settingsdefined here. That is, it will display the issues with the selected status for the selected project in thedefined grid view.

Customer Dashboard

Customer Issue Dashboard

Once the customer's user is logged in to the application the dashboard displaying the Issues assigned to thecustomer is shown.

To personalize the view, set the view as required and click on the Save button. The view can be exported into an Excel or a PDF file by clicking on the Action button on the top left. The view can be opened in a fullwindow by clicking on the button next to the Export View button on the top left.

Settings

Settings

A user can set preferences and options in the application until they are changed. In the web version of theapplication, the user's name is displayed at the top right corner with a dropdown button to its right. Clickingon this button will display a list of items that can be set. On the iPad version of the application, on the Homescreen, tap on Settings to display the preferences list. A user can subscribe to event notifications, setpreferences and send feedback about application usage.


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My Profile

My Profile

My Profile holds the name and email address of the user. A user can change name only. The login emailaddress cannot be changed here as this is the identification handle created when the user account was setup.


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Changing Profile Details:

1) Change the first name, if required.2) Change the last name, if required.3) Click on the Save button to save the record.

My Notifications

My Notifications

On this screen, a user can manage notification subscriptions to issues. Based on preference, the user canselect the issues for which notifications should be triggered. For example, a user may choose to be informedif an issue has been updated or closed.

A user can even set reminders to be continually reminded of an issue which is not yet closed or which is stilldue.


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Setting up the Notifications:

1) Click on the slide bar next to the various choices available to select the instances on which the userwants to be notified.

2) Click on the Done button to save the settings.

Setting up Reminder

1) Click the slide bar to select the instances on which the reminder is needed. System prompts to set thereminder frequency by displaying the Set Reminder window.

2) Set the frequency of the reminder which can be in Hours, Days or Weeks.

3) Enter a numeric value in the adjacent field to define the time intervals for the reminder. Click OK toreturn to the main window.

4) Click Done on the main window to save the reminder setting.

My Preferences


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My Preferences

This screen is used to set up miscellaneous application preferences.

Delivery Type: This field is used to choose how notifications are delivered: email, SMS Text Message, Bothor None.

Notification Email Address: Notification delivery addresses are set here, one for email notification and onefor SMS text messages. Note that for SMS text message delivery, a phone number does not need to bespecified, just the email address from the telecom provider.

Notification Delivery: A user can set notification delivery frequency: Immediate, Daily Summary or DailyDetails. Selecting “Immediate” will send notifications for each event as it occurs. Selecting “Daily Summary”or “Daily Details” will send a combined notification for all the events once a day at the delivery time set bythe user.

Daily Notification Delivery Time: This is the time at which the combined notification will be sent to theuser when “Daily Summary” or “Daily Details” is selected.


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Setting Preferences

1) Click on My Preferences. The window appears.

2) Set Delivery Type to: None, E-mail Only, SMS Only or Both.

3) The Notification Email Address field is where the email address of the user is maintained. This field isactivated if the option selected in the Delivery Type field is either Email Only or Both.

4) The Notification SMS Email Address field is where the email address of the user is maintained. This fieldis activated if the option selected in the Delivery Type field is either SMS Only or Both.

5) Set Notification Delivery to: Immediate, Daily Summary or Detailed Summary.

6) If the option selected at the Notification Delivery is Daily Summary or Daily Details, set the desired timeof receiving the notifications at the Daily Notification Delivery Time field.

7) Click the Save button to save the preferences.


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Contact Us

Contact Us

From this screen a user can initiate communication with the eWorkplace Apps Support team. The type ofmessage can be selected as Suggestion, Question, Comment or Issue. The user can also select the list ofusers to CC.

To: The eWorkplace Apps Support email address is set as the default in this field.

Type: This field assists the eWorkplace Apps Support team to understand the purpose of the email so thatthey can forward it to the concerned department for timely processing. The type of email options areSuggestion, Question, Comment or Issue.


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Cc: The email address to which a copy of the email will be sent can be entered in this field

Description: This field describes the intent of the email.

Sending Feedback

1) Open the Send Feedback form using the down arrow button available next to the user's name displayedat the top right corner.

2) Click on the Type field. A window is displayed. Select the type as: Suggestion, Question, Comment orIssue.

3) Click on the Cc field to select the person/department to whom the mail is to be copied.

4) Type the intent of the email in the Description field.

5) Click on the Send button to send the email.

About

About

Click the option to know the current version of the application.


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Change Password

Change Password

This screen is used to change the password of the logged-in user. An email will be sent to the userconfirming that the password has been changed. This is done as a measure of security so that the user issure no one else has changed the password.


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Old Password: Enter the current password of the user in this field. This acts as an authentication for thesystem.

New Password: Enter the new password of the user in this field.

Re-type: Enter the new password again in this field. This acts as a confirmation step.

Changing Password

1) Enter the current password at the Old Password field. 2) Enter the password to be set at the New Password field. 3) To confirm the password, re-enter the new password at the Retype Password field. 4) Click on the Submit button to save and activate the new password.

Administration

Administration

Administration helps the account Administrator manage the user's company account details through fivedifferent options.

Account Details

Account Details

In this screen, the company's contact information is maintained.

Account Name: This is the name/identity of the company.

Address: This is the address of the company.


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City: This is the city in which the company is located.

State: This is the state in which the company is located.

Zip Code: This is the postal zip code of the company.

Country: This is the country in which the company is located.

Phone: This is the communication number.

Mobile: This is the communication mobile number.

Fax Number: This is the fax number of the company.

Website: This is the website of the company.

System Administrator: This is the name of the primary contact. The primary contact has administrativerights. It can be changed.

Account Contact: This is the name of the company's contact who manages the account with eWorkplaceApps by subscribing to this application.

Account Contact Email: This is the email address of the Account Contact.

Creating Account Details

1) Enter the company information: Name, Address, City, State, Zip Code, Country, Phone Number, Fax andWebsite in respective fields.

2) Click on the System Administrator link and select the name of the primary contact. 3) Specify the name of company's contact who manages the account with eWorkplace Apps by subscribing


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to this application in Account Contact field.4) Specify the Email Address of the Account Contact in Account Contact Email field.5) Click on the Save button.

Account Options

Account Options

In this screen, account options for the company are managed.

Maximum Attachment Size: This is the maximum allowed size of an attachment.

Storage Limit for Account: This is the limit for the aggregate of all attachments uploaded by thecompany users.

Storage Utilized (GB): Size of attachment so far being uploaded in the application by different users.

Storage Available: This field specifies the free storage space available to add new attachments.

Account Status: The status has to be active in order for the application to be accessible to the companyusers.

Managing Account options

1) Specify the maximum size of an attachment allowed to upload at Maximum Attachment Size field.


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2) The limit for the aggregate of all attachments uploaded by company users shown at Storage Limit forAccount field. This is a read only field.

3) The free space, if left, gets displayed at Storage Available field. This is a read only field.4) Account Active is a read only field.5) Click on the Save button.

Account Administrators

Account Administrator

Here, a System Administrator or an Account Administrator may add or remove other users as AccountAdministrators. There can be more than one Account Administrator in a company. The System Administratorcan only be changed by current System Administrator. However, the System Administrator cannot bechanged in the Account Contact screen.

Deleting User

1) Click on Add Account Administrator button.

2) The window displaying different users appears. Select the intended user. Click on Select button. Theselected user can now be seen on Account Administrators screen.

3) Click on Delete button to delete the respective user.


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Managing Users

Users

The Account Administrator can add new users in this interface. Upon creation of a new user, an invitationemail will be sent to the user. The user's status will be marked as Sent Invitation. When the user accepts theinvitation and logs in for the first time, the status automatically sets to Active. Two types of users can becreated: Internal and External.

Internal users are those who are employees of the company. Appropriate permissions to such users areprovided by the Administrator, based on their role.

External users can be customers or customer's users. They have read-only access to the Dashboard optionand can only view, filter, group, export, move or resize columns and sort the data displayed on thegenerated dashboard. They will be notified automatically whenever the status of the related issue(s)changes.

Details grid:

First Name: This is the first name of the user.

Last Name: This is the surname of the user.

Email Address: This is the email address of the user.

Account Role: These are the access rights associated with a user's role. The field is available when theuser type selected is Internal.

Customer: This is the customer with which the user would be associated. The field is available when theuser type selected is External.

Active: The status has to be active in order for the application to be accessible to the company user.

Note: Additional information associated with the user is provided in this field.


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.

Creating User

1) Click Add User button.2) Select the type as Internal or External as required.3) Once the window appears, enter the first name, last name and email address in the respective fields.4) If the user is internal, then click on the Account Role link. The window displaying different account roles

appears. 5) If the user is an external user, then click on the Customer link. The window displaying different

customers appears. Select the intended option.6) Specify the additional information to be associated with the user at the Notes field.7) Click on the Save button.

Customers

Customer

This screen holds customer information. Also, the user associated with the respective customer can beviewed.

Details Tab:


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Name: This is the identity of the customer.

Description: This is the related information about the customer.

Active: The status has to be active in order for the application to be accessible to the customer's users.

Address: This is the address of the customer's company.

City: This is the city in which the customer's company is located.

State: This is the state in which the customer's company is located.

Zip Code: This is the postal zip code of the customer's company.

Country: This is the country in which the customer's company is located.

Phone: This is the customer's communication number.

Fax Number: This is the fax number of the customer.

Website: This is the website of the customer's company.

Users Tab:

This tab lists the external users associated with the respective customer at the User screen.

Adding Customer

1) Click on the Add Customer button.2) Enter the customer information: name, description, address, city, state, zip code, country, phone

number, fax and website at respective fields. 3) Click on the Active slide bar in order to make the customer accessible to the company users.4) Click on the Save button.


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Configuration

Configuration

The Configuration option helps the Administrator to set up roles to control users' access containingpermissions for various operations available in the application. The user is not directly assigned permissions;instead, the user is assigned a role. The role defines what permissions are available to the user.

Some roles are system defined and may not be edited or deleted. Other roles are defined by the AccountAdministrator and may be edited or deleted.

Managing Roles

Managing Roles

Issue Tracker by eWorkplace Apps controls user access by assigning permissions for various operationsavailable in the application. The user is not directly assigned permissions; instead, the user is assigned arole. The role defines what permissions are available to the user.

Some roles are system defined and may not be edited or deleted. Other roles are defined by the AccountAdministrator and may be edited or deleted.

There are two types of roles:

· Account Roles: The permissions in this role type cover all sections of the application other than issues.· Project Roles: The permissions in this role cover the Issues section of the application.

A user may belong to multiple projects with different roles in each of them. Permissions may be different fordifferent projects and are computed by including all permissions from the project to which the user maybelong.

Account Roles

Account Roles

The permissions in this role type cover all sections of the application other than issues. Currently, there arefour system-defined Account roles. The Account Administrator cannot add new roles or edit existing roles.


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Account Admin: This role has all permissions to do all operations available in sections other than issues.

Project Manager: This role allows the user to add, edit or delete projects for which the user is ProjectManager.

Account Viewer: This role allows the user to view data in non-issue sections, not create or edit them.

No Access: This role has no access to the non-issue sections.

All permissions available in Account roles are as displayed below.

Project Roles


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Project Roles

The permissions in this role cover the Issues section of the application. Currently there are three system-defined project roles which cannot be deleted. The Account Administrator can create new roles and updatethem.

Issue Admin: This role has all permissions to do all operations available in the Issue section.

Issue Contributor: This role will be able to perform all operations related to issues except deleteoperation.

Issue Viewer: This role will only be able to view the issues along with their details.


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Managing Project Roles

1) Click on Add Role button.

2) The New Project Role window appears. Enter the name, mark the status as Active, and click on thepermission link to select the intended rights.

3) Click Save button.

Picklist Customization

Picklist Customization

The Picklist Customization screen helps the Account Administrator to add new items, update the item nameor delete the item Issue Type and Document Type picklist as per requirement.

Picklist Type: The Picklist Type provides the user with the option to select the type of picklist which is to becustomized. The user can select either Issue Type or Document Type picklist as required.


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Customizing Picklist

1) Click on the Picklist Type link. The window displaying the types of picklists appears. Select the type asIssue or Document as required.

2) Click on the Add Picklist Item button. The window for adding details of a new item appears. Specify thedocument/issue type (based on the option selected at Picklist Type field). Click on the Active slide bar tomake the option available in the application.

3) Click on the Save button.

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