wincc oa consultingtracker

ETM professional control GmbH - A Siemens CompanyMarktstrasse 3, A-7000 EisenstadtTel.: +43 (0) 2682 741 0, Fax: +43 (0) 2682 741 52555Email: [email protected] 1

WinCC OA ConsultingTracker

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

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

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

CONCEPT



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

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

On the first Tab – tickets – you can create a new ConsultingTracker request by clicking “add new ticket”. The dropdownshows the current query, which filters the entries below. As there are no ConsultingTracker requests created by thisuser, or for this project, there are none listed below. Requests can be opened by clicking on the description text.

The second Tab – search – opens the following form:

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

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



ADD NEW TICKET

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

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

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

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



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

Status New: The reported issue is new. Closed: The issue is closed.

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

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

ServiceRequestThis information cannot be changed by the user.

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

TFSThis information cannot be changed by the user.

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

ConsultingPoolThe amount of used consulting hours from a valid consulting pool is now displayed directly in the tickets and in thequeries (views). The synchronization is done overnight once a day. This feature is by default active for new pools andpartially for existing ones. The shown information cannot be changed by the user. If the dropdown menu is clicked,the displayed information will be posted in the comments of the ticket.



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

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

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

UPDATE TICKETAfter writing comments and changing fields it is necessary to send these changes to the server.

Therefor there are 2 possibilities:

Update: The changes are posted but the issue remains assigned to the author Update and assign to ETM: The changes are posted and content of the field “Assigned To” is changed to

“[not assigned], which means that it is automatically assigned to ETM.



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

ConsultingTracker request templateIn case of a severe problem please include all the necessary information, according to the following template:

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

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

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

Fault information: WinCC OA status

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

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

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



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

System Information:

Windows 7 Enterprise 64 Bit - service pack 1

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

No 3rd party programs or virus scanners installed

Fault Information:

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

DRS active passive state:PSS passive, SSS active

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

Loaded AESRow configuration: alert_config_0123

AOR/mode of control state: local control

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

User/password: root / test123

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

Error Description:

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

Attachments:

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

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

Copy of memory dumps



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

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

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

wincc oa consultingtracker

Documents