Issue Manager

1
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2
Setting up the Scenario

• Contoso have released a new version of their
  product and have been receiving a lot of support
  requests via email and telephone.
• Anne Wallace (a Contoso employee) wants to create
  a web based system which will allow her to manage
  the support requests and to determine how well
  her team is managing to deal with the requests.
• Anne needs this yesterday, since the product is
  now in production and the issues are pouring in
  via email.

3
Work Management ToolsScenario Outline

• Project Creation
• List Updating
• Custom QuickLaunch Updates
• Advanced List Settings
• Enabling Email Notification
• Enabling Comment History
• Support Request Item Creation
• Support Request Assignment
• Track Comment History
• Enable Field Change History

• Enable Referencing
• Runs Update Reference Numbers web part
• Tracks Field Change History
• Support Request Item Retrieval
• Reporting - Work Assigned
• Reporting Overdue Work
• Reporting Calendar Rollup
• Change Form Layout
• Template Reuse

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Step 1 Project Creation
Anne uses the Business Project Template shipped
with BrightWork to get a quick-start creating the
system.
5
Step 2 List Updating
She tailors the QuickLaunch and decides to rename
the Project Issues list to Support Requests
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Step 2 List Updating
She renames the list on the List Settings page
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Step 3 Custom QuickLaunch Updates
She then quickly and easily uses the Custom
QuickLaunchs Datasheet view to update it
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Step 4 Advanced List Settings
Next, Anne decides to setup the Advanced list
settings.
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Step 5 Email Notification
She decides to enable Owner and Assignee email
notification, this means that the user selected
in these fields will receive a notification email
informing them of this. If an item is being
reassigned the previous Owner or Assignee will
also receive an email notifying them that the
item has been reassigned.
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Step 6 Comment History
She also enables Comment History. This means that
the various Owners and Assignees will be able to
leave indelible notes outlining their actions
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Step 7 Support Request Creation
Anne creates a Support Request item and makes Jim
Corbin the item owner. Generally, the person who
fills out the Support Request will assign an
Owner to it. It will then be up to the owner, in
this case Jim, to decide if more work is required
in order to determine an answer to the Support
Request. The Owner will receive an email
informing them that they are responsible for this
Support Request.
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Step 8 Item Assignment
Who receives her own Notification email.
Jim receives the Notification Email, clicks on
the link to open the item and assigns it to Mary
Baker
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Step 9 Track Comment History
Anne can track any comments made so as to see the
progress of the Support Request and to identify
any major problems.
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Step 10 Field Change History
After a week or so of pilot testing, Anne is
pleased with the results. However, its not clear
how the work was delegated and how many status
changes were required before the Support Request
was completed. Another area she wants to improve
upon is the identification of individual Support
Requests. In order to track the status changes,
and Assigned To field changes, Anne uses the
Field Change History section of the list.
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Step 11 Reference Numbers
Anne also enables reference numbers - so that she
will be able to easily identify and locate
requests. She uses the Project Title as part of
the reference number to easily identify the
requests across multiple sites.
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Step 12 Update Reference Numbers
Anne runs the Update Reference Numbers web part
on the list to update all of the existing Support
Requests with a unique identifier.
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Step 13 Track Field Change History
Now Anne can also see any reassignment of the
Support Request, and details of who eventually
resolved it from the Field Change History section
of the support request.
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Step 14 Support Request Retrieval
When Anne needs to locate a Support Request
quickly, she can do so by using the unique
reference number.
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Step 15 Reporting - Work Assigned
Anne can also see all of the work assigned to her
or any other team member!
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Step 16 Reporting - Overdue Work
And she can identify any overdue work that she
should concentrate on resolving first
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Step 17 Reporting Calendar View
Next, Anne checks the Calendar View to get a
visual idea of what is coming up.
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Step 18 Change Form Layout
Anne decides that the layout of the Support
Request form could be re-organized in a more
user-friendly manner, so she gets one of her web
designers to create a new layout in FrontPage
2003.
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Step 19 Template Reuse
Anne is delighted with how quickly she could set
up her system and saves off the solution as a
template that can now be used to create a
personal Support Request site for every Customer
that needs one.