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Enea Issue Tracking System (Jira) User's Guide
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1 Introduction
1.1 Purpose
The purpose of this user's guide is to provide a good understanding of the Enea issue tracking system (Jira) and how it is used in the process of solving a support issue. After having read this document a user will be able to create, view and follow up on the progress of support issues.
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1.2 Definitions and Acronyms
Definitions
| Jira |
An issue tracking system from Atlassian |
| Fix |
A resolution in the form of an official error correction. |
| Patch |
A non-official correction, e.g. a test lib. |
| Test lib |
A binary containing an attempt to a correction, which needs to be tested. |
| Debug lib |
A binary to be used to extract additional debug information, also called diagnostic lib. |
| Workaround |
An instruction of how to avoid a reported problem. |
| Question |
A category of support cases. |
| Bug |
A category of support cases. |
| Feature request |
A category of support cases. |
| Reporter |
Primary contact person regarding a support issue. Usually the person that reported/created the issue. |
| Trouble shooting guide |
A guide for a specific release explaining how to avoid known problems - such as usage not clearly covered in the manuals or how to avoid known bugs - until there problems are fixed in a later release. |
Acronyms
| FR |
Feature request |
| SC |
Support Case, issue |
| TSG |
Trouble Shooting Guide |
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2 External web page
The external web page for access to the Enea issue tracking system is: https://extranet.enea.com/issues
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3 Sign up
A new user can find “Signup for an account” on the login screen.
The information you need is:
• Username
Please use the syntax: “company” “first name” “surname”
Example: enea john doe
• Password
Enter the password of your choice.
• Confirm Password
The usual procedure. Enter the same password as above.
• Full Name
Enter your first name and surname.
• Email
Be sure to enter a valid email address. You will receive email notifications from the issue tracking system on this address (see ch. 9).
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4 Log in
Log in using the username and password you signed up with. In case you have forgotten your password, you can easily change it by pressing “Forgot Password” on the login screen. The password will be sent to the email address you signed up with.
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5 Personal home page
Upon successful login, you will enter your personal home page in Jira. The left column contains the different support projects (one for each Enea product line). The right column contains issue filters. On many screens and dialogs there is a “?” icon that will open a window with more specific information.
Default appearance of a users personal home page in Jira:
While logged in, you can always reach your personal home page by selecting "Home" in the menu on the top of the page.
It is possible to configure the appearance of your personal home page. However, this user’s guide does not cover how it is done. This user’s guide refers to the default appearance of a user’s personal home page in Jira.
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6 Create an issue
To track your issues, you must of course create (report) them first. To do this, select "Create New Issue" in the menu on the top of the page.
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6.1 Type of issue
• Project (There is one support project for each Enea product line.)
• Issue Types
- Bug (A problem which impairs or prevents the functions of the product.)
- New Feature (A new feature of the product, which has yet to be developed.)
- Question
When all is filled in, press "Next."
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6.2 Detailed information
Only the Summary fields are mandatory, so if you lack any of the information, just leave the field empty. It is however important to fill in as much of the information as possible, to facilitate troubleshooting. The more information provided from the start, the quicker the turn-around time for the issue will be.
• Your sales office
• Priorities:
- Critical (Stopping problem.)
- Serious (Significant impact on functionality.)
- Minor (Insignificant impact on functionality.)
• Affects Version/s (The version of the product.)
• Component (Specific part of the product.)
• Host
• Compiler
• Board
• Architecture
• Environment
• Summary (Headline, well describing the problem.)
• Description (All relevant information about the problem.)
• Estimated Resolved
• Reported by Customer (If other than Reporter)
• Reporter (Primary contact person regarding the issue. The Reporter needs to be signed up in Jira.)
• Project/Site/Support-ID
• Company group (To be filled in by support.)
When all is filled in, press "Create" and the new issue will appear.
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7 View issues
Issues can be found and viewed using filters in Jira. By default, a user only has access to his/her own reported issues. However, it is sometimes useful for users to be able to view other users’ issues as well. This is possible for users belonging to a group.
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7.1 Groups
It is possible to define groups in Jira. A group consists of a number of registered users. Each of these users is able to access all issues reported by the other users in the group, providing that the “Company group” field in the issues has been filled in accordingly.
To set up a group for a company or project, contact support (e.g. by creating an issue with the request in Jira) or your local Enea sales representative.
To make a certain issue accessible to a group, contact support (who will fill in the “Company group” field in the issue).
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7.2 Filters
Issues are organized in support projects (one for each Enea product line) in Jira.
Examples of projects: OSE 4.x and 5.x SC, Polyhedra SC
The support projects are listed in the left column of your personal home page in Jira (see chapter 5). To view issues in a project, use one of the pre-defined filters of that project (e.g. the filter “All” will display all issues reported in that project).
You can also create your own filters in Jira. To do this, select “Find Issues” in the menu on the top of the page. Once a filter has been created, it can be saved for future use. Your personal filters (if any) are listed in the “Saved filters” portlet in the right column of your personal home page in Jira. Filters can also be created and managed using this portlet.
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8 Issue Operations
The operations you can perform on the issue are displayed clearly on the side as links. This user’s guide describes the most commonly used issue operations.
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Use the operation “Comment” to add new information an the issue. Your comment will be stored at the bottom of the comments log.
You can also make a comment by sending an email to issues@enea.se with the issue key (in the example OSESC-61) on the subject line. Before doing this, make sure to remove any redundant information from the email history. The email content will be appended to the comments log of the issue.
Important note:
The address issues@enea.se can NOT be used to report new issues, only to update existing issues. Emails sent to issues@enea.se without a valid issue key in the subject will be discarded by Jira. The sender gets no notice of this.
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8.2 Attachments
Use the operation “Attach file” to store attachments to the issue. The maximum size of an attachment is 150Mb.
You can also make the attachment by sending an email to issues@enea.se with the issue key (in the example OSESC-61) on the subject line. Before doing this, make sure to remove any redundant information from the email history. Just add a small note about what is being attached.
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9 Email notification
Each time an issue is updated (with a comment, attachment etc.) an email notification is sent to the following persons:
• Assignee (Support engineer, Enea)
• Reporter (Primary contact person, customer)
• Watchers (Secondary contact persons, customer)
The email notification is currently set so that every time a Reporter makes any changes within their own issue an email will be send. If a Reporter wishes to have less information on their own changes this can be changed in the user profile.
Click on the Profile button in the upper right corner. Click on the Edit Preferences in the left column. Turn off the “Email me when I make changes”, and then on the Update Button. The Reporter will now only be notified when the issue has been created, commented and resolved.
Important note:
If the Reporter is the person creating an issue and has turned off the “Email me when I make changes”, the Reporter will not receive an email notification when an issue has been created. It can be checked if the issue has been submitted. If the issue is properly filled in it will appear once the Reporter has finished creating a new issue and clicked on the Create button (see chapter 6 and image below).
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9.1 Watchers
A watcher receives information every time an issue is updated. Every time something new has happened within an issue the watcher will receive an email. As a Reporter you can add yourself as a watcher in any issue that you have created.
If you would like someone else except the Reporter to receive email notifications each time an issue is updated, please contact the assignee about this. A watcher needs to be signed up in Jira.
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10 Issue states
Enea support manages the state transitions of support issues. For each state transition, an email notification will be sent (see chapter 9). The Jira state machine for a support issue looks like this:
The initial state of an issue is “Open”. The state machine goes from “Open” via “Delivered” to “Resolved”. “Wait Customer” is reached when some action is required by the reporter of the issue (e.g. verification of a test lib or patch) or when some more information is needed. “Delivered” is reached when a fix has been delivered (for a bug) or when an answer has been delivered (for a question or feature request). “Resolved” is reached when the reporter has accepted the delivered solution.
The state of an issue can vi viewed in the “Status” column/field in Jira.
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