teamtrack getting started guide - ravenbrook...2002/01/30 · c getting started with teamtrack iii...

TeamTrack™ 5.5Getting Started Guide

Document revision 5.5Revised February 16, 2002

TeamShare, Inc.1975 Research Parkway, Suite 200Colorado Springs, CO 80920Phone: 719 599-4444FAX: 719 599-4498E-Mail: [email protected]: www.teamshare.com

© 1996-2002, TeamShare, Inc.— All Rights ReservedThe contents of this document may not be copied or duplicated in any form, in whole or in part, without the prior written permission of TeamShare, Inc.

TeamShare reserves the right to make changes in specifications at any time and without notice. The information furnished by TeamShare is believed to be accurate and reliable. However, no responsibility is assumed by TeamShare for its use.

Published February 2002. Printed in U.S.A.

TeamShare® and TeamTrack® are registered trademarks of TeamShare, Inc.tTrack™, tSupport™ and TeamTrack Mobile™ are trademarks of TeamShare, Inc.Microsoft®, Windows®, Visual SourceSafe®, Visual C++® and MS-DOS® are registered trademarks of Microsoft Corporation. Windows NT® and Microsoft Internet Explorer® are registered trademarks of Microsoft Corporation. Microsoft® SQL Server™ is a trademark of Microsoft Corporation.Netscape® is a registered trademark of Netscape Communications Corporation.Oracle® is a registered trademark of Oracle Corporation.Pentium® is a registered trademark of Intel Corporation.ScoutWare™, ScoutSync™ and ScoutIT™ are trademarks of the Software Products Division of Aether Systems, Inc.Palm OS® and HandWEB® are registered trademarks and Palm™ is a trademark of Palm, Inc.Java™ and iPlanet™ are trademarks of Sun Microsystems, Inc.Perforce® is a registered trademark of Perforce Software, Inc.TestDirector is a registered trademark of Mercury InteractiveLinux® is a registered trademark of Linus Torvalds

http://www.teamshare.com

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Getting Started With TeamTrack iii

Contents

Figures ............................................................................................ vii

1 Welcome to TeamTrack.................................................................... 1

Using This Guide ....................................................................................................... 1

TeamShare Documentation........................................................................................ 3

Printed Resources ............................................................................................... 3

Online Resources ................................................................................................ 4

Documentation Feedback ................................................................................... 5

TeamShare Customer Support ................................................................................... 6

Contacts for Customer Support and TeamShare................................................. 6

2 Planning Your System ...................................................................... 7

Steps to Implementing TeamTrack ............................................................................ 7

Design Considerations for Your System.................................................................... 8

3 Installing TeamTrack ........................................................................ 11

System Requirements................................................................................................. 11

Installing TeamTrack ................................................................................................. 12

Installing from the CD-ROM.............................................................................. 12

Installing from the Web Package........................................................................ 14

The Installation Process ...................................................................................... 14

TeamTrack Program Icons.................................................................................. 22

4 TeamTrack at a Glance..................................................................... 25

The Browser Interface................................................................................................ 25

Logging on to the Browser Interface .................................................................. 26

Submitting a New Issue ...................................................................................... 28

Contents

iv Getting Started With TeamTrack

C

Tracking an Item Through the Workflow........................................................... 34

Using Reports ..................................................................................................... 36

Viewing Reports ............................................................................................... 36

Creating Reports ............................................................................................... 39

Additional Browser Capabilities......................................................................... 40

Managing Notes and Attachments.................................................................... 41

Searching for Primary and Auxiliary Items...................................................... 41

Managing Auxiliary Tables.............................................................................. 41

The Administrator Interface....................................................................................... 42

Launching the Administrator Interface............................................................... 43

5 Creating a Database ........................................................................ 45

Creating a New Database........................................................................................... 45

Connecting to Your Database ............................................................................. 53

Core Database Elements ..................................................................................... 55

Base Project ...................................................................................................... 55

Base Workflow................................................................................................. 55

Root Folders ..................................................................................................... 55

System Auxiliary Tables .................................................................................. 56

Linking Users to the Server ....................................................................................... 57

6 Issue Solution .................................................................................. 59

Creating an Issue Solution ......................................................................................... 59

Core Solution Elements ...................................................................................... 65

Adding the Incident Solution ..................................................................................... 72


7 Incident Solution ............................................................................. 73

Creating an Incident Solution .................................................................................... 73

Core Solution Elements ...................................................................................... 83

Adding the Issue Solution .......................................................................................... 89


Getting Started With TeamTrack v

Contents C

8 Customizing Workflows and Projects ............................................... 91

Workflows vs. Projects .............................................................................................. 91

Optimizing the Use of Overrides ........................................................................ 92

Establishing Workflows............................................................................................. 93

Organizing Your Workflows .............................................................................. 94

Establishing Projects .................................................................................................. 95

The Role of Projects ........................................................................................... 96

Organizing Your Projects ................................................................................... 97

9 Establishing Group and User Accounts............................................. 99

Group Accounts vs. User Accounts ........................................................................... 99

Establishing Group Accounts..................................................................................... 100

Establishing User Accounts ....................................................................................... 104

Adding User Accounts........................................................................................ 105

10 Working With Tables ....................................................................... 107

How Tables Work in TeamTrack............................................................................... 107

Primary Tables .................................................................................................... 108

Auxiliary Tables ................................................................................................. 109

Table Relationships .......................................................................................... 112

11 Creating a Custom Solution.............................................................. 113

Steps to a Custom Solution ........................................................................................ 113

12 Managing Licenses .......................................................................... 117

TeamTrack Licenses .................................................................................................. 117

Evaluation Licenses ............................................................................................ 117

The TeamTrack Licensing System ..................................................................... 118

Working With Licenses ............................................................................................. 119

Adding a License ................................................................................................ 119

The Licenses Tab.............................................................................................. 121

Product-Access Types ...................................................................................... 121

Deleting Licenses................................................................................................ 125

Contents

vi Getting Started With TeamTrack

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13 Moving Forward With TeamTrack .................................................... 127

Workflow-Related Features ....................................................................................... 127

Transition Triggers ............................................................................................. 128

Mass Transitions ................................................................................................. 128

Copy Transition Type ......................................................................................... 128

Post Item Transition Type................................................................................... 129

Publish Problem Transition Type ....................................................................... 129

Additional Features .................................................................................................... 130

Managed Administration .................................................................................... 130

Notifications........................................................................................................ 130

E-Mail Submission ............................................................................................. 131

Self-Registration by External Users ................................................................... 131

Field Dependencies............................................................................................. 131

Managing Authentication Using LDAP ............................................................. 132

Advanced Features.............................................................................................. 132

Index............................................................................................... 133

Getting Started With TeamTrack vii

F Figures

Figure 3-1 TeamTrack Installation - Main Menu.......................................................13

Figure 3-2 TeamTrack Installation - Setup Type Dialog ...........................................15

Figure 3-3 Complete Installation - Web Server Dialog .............................................16

Figure 3-4 Complete Installation - Select IIS Web Site for TeamTrack Dialog........17

Figure 3-5 Complete Installation - Choose Destination Location Dialog..................18

Figure 3-6 Complete Installation - Select Program Folder Dialog ............................19

Figure 3-7 Complete Installation - Start Copying Files Dialog .................................20

Figure 3-8 Complete Installation - Stop Services Dialog...........................................21

Figure 3-9 TeamTrack Program Icons .......................................................................22

Figure 4-1 TeamTrack Launched to User Joe’s Home Page......................................27

Figure 4-2 The Sample Database Project Hierarchy ..................................................29

Figure 4-3 The Submit Form and Default Field Tree List .........................................30

Figure 4-4 Item Details Window................................................................................32

Figure 4-5 Newton Engineer’s Home Page................................................................34

Figure 4-6 The Software Workflow ...........................................................................35

Figure 4-7 Report Maintenance Dialog......................................................................37

Figure 4-8 Sample All Issues by Issue Type Report ..................................................38

Figure 4-9 Create Report Form ..................................................................................40

Figure 4-10 The Administrator Interface .....................................................................43

Figure 5-1 ODBC Data Source Information Dialog ..................................................46

Figure 5-2 Connection Information Dialog................................................................48

Figure 5-3 Database Information Dialog....................................................................49

Figure 5-4 Create Database Wizard - Field Information Dialog................................51

Figure 5-5 Finish Dialog ............................................................................................52

Figure 5-6 Connect Dialog .........................................................................................53

Figure 6-1 Create New Solution Wizard - Run Solution Wizards Dialog .................60

Figure 6-2 Create New Solution Wizard - Workflow Dialog ....................................61

Figures

viii Getting Started With TeamTrack

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Figure 6-3 Create New Solution Wizard - Field Information Dialog ........................62

Figure 6-4 Create New Solution Wizard - Project Information Dialog .....................63

Figure 6-5 Create New Solution Wizard - Initial Groups Dialog ..............................64

Figure 6-6 Administrator Interface - tTrack Solution Added.....................................65

Figure 6-7 The Base Issue Workflow.........................................................................67

Figure 7-1 Create New Solution Wizard - Run Solution Wizards Dialog .................74

Figure 7-2 Create New Solution Wizard - Workflow Dialog ....................................75

Figure 7-3 Workflow - One Level of Support............................................................76

Figure 7-4 Workflow - One Level of Support With Issues Integration .....................77

Figure 7-5 Workflow - Two Levels of Support with Issues Integration ....................78

Figure 7-6 Workflow - Three Levels of Support with Issues Integration ..................79

Figure 7-7 Create New Solution Wizard - Field Information Dialog ........................80

Figure 7-8 Create New Solution Wizard - Project Information Dialog .....................81

Figure 7-9 Create New Solution Wizard - Initial Groups Dialog ..............................82

Figure 7-10 Administrator Interface - Solution Added ................................................83

Figure 8-1 The Workflows Tab..................................................................................93

Figure 8-2 The Projects Tab.......................................................................................95

Figure 9-1 The Groups Tab ........................................................................................100

Figure 9-2 The Users Tab in the Sample Database ....................................................105

Figure 10-1 The Tables Tab .........................................................................................108

Figure 10-2 The Manage Drop-Down List...................................................................110

Figure 10-3 The Three-Frame View ............................................................................111

Figure 12-1 Licenses Tab .............................................................................................120

Figure 12-2 Add Licenses Dialog ................................................................................120

Getting Started With TeamTrack 1

1 Welcome to TeamTrack 1

Welcome to TeamTrack. TeamTrack consists of TeamTrack for Defect and Issue Management and TeamTrack for Support Centers. TeamTrack for Defect and Issue Management is a Web-architected defect-tracking solution that enables team members, including partners and customers, to share information. Built on the TeamTrack platform, it enables you to manage and resolve issues actively, effectively, and efficiently in a real-time environment. TeamTrack for Support Centers is a Web-architected customer support system that can be shared by customers, technicians, engineers, and managers. Built on the TeamTrack platform, it enables you to manage and resolve customer incidents actively, effectively, and efficiently in a real-time environment.

This chapter explains how to use this guide and describes information included in the guide. A list of TeamShare documentation is also provided, as well as Customer Support contact information.

Using This GuideThis guide is intended to assist you in quickly implementing TeamTrack. The guide’s chapters are organized to lead you through the set-up process step by step. Each chapter contains instructions on each step in the process, as well as “best practices” information that will help you get the most out of TeamTrack.

This guide contains the following chapters:

• Planning Your System - Provides a list of steps to implementing TeamTrack and guidance on the first step of designing your business process.

• Installing TeamTrack - Provides TeamTrack system requirements and installation instructions.

Welcome to TeamTrack

2 Getting Started With TeamTrack

1

• TeamTrack at a Glance - Explains the basic functionality of TeamTrack’s browser interface and provides an introduction to the Administrator interface.

• Creating a Database - Discusses the Create Database wizard, including the elements provided by the wizard. Instructions on connecting to your database are also provided.

• Creating the TeamTrack for Defect and Issue Management Solution - Discusses the TeamTrack for Defect and Issue Management Solution wizard, including the elements provided by the wizard.

• Creating the TeamTrack for Support Centers Solution - Discusses the TeamTrack for Support Centers Solution wizard, including the elements provided by the wizard.

• Customizing Workflows and Projects - Provides guidance on customizing workflows and projects, including the relationship between the two elements. Information on optimizing the use of overrides is also provided.

• Establishing Group and User Accounts - Explains the advantages of group accounts and provides guidance on establishing group and user accounts.

• Working With Tables - Explains the role of tables in TeamTrack as well as how the provided Auxiliary tables can be used to enhance your system.

• Creating a Custom Solution - Once you become familiar with TeamTrack, you may wish to create your own solutions to further enhance the business processes of your organization. This chapter provides basic steps for creating a custom solution.

• Managing Licenses - Discusses TeamTrack licenses, including Evaluation licenses. A description of product-access types is provided, as well as instructions on adding and deleting license numbers.

• Moving Forward with TeamTrack - Discusses additional workflow-related and system features that can be implemented as you become more familiar with TeamTrack.


TeamShare Documentation 1

TeamShare DocumentationTeamShare provides documentation in print and online formats to help you install, configure, implement, manage, and use your TeamTrack system. In addition to this guide, TeamShare provides the following print and online resources:

Printed ResourcesPDF version of the manuals and guides listed in the section can be downloaded from TeamShare’s Web site at www.teamshare.com.

• TeamTrack Administrator Manual - Provides information about administering your tracking system. The manual focuses on the Administrator’s features and how to manage your tracking system. A glossary is also provided at the end of the Administrator Manual.

• TeamTrack Advanced Topics Manual - Provides information on TeamTrack’s advanced features, including TeamScript; archiving, database functions such as copying, importing, and exporting; e-mail templates; and posting items between TeamTrack databases. This manual is intended for TeamTrack administrators who have a working knowledge of TeamTrack.

• TeamTrack User’s Guide - Provides information about the TeamTrack browser interface and is intended for end users. The User’s Guide explains workflow concepts such as states, transitions, and ownership of items. Instructions on using the browser interface, including TeamTrack’s robust reporting feature, are included as well. To ease the process of providing a copy for every user in your system, the TeamTrack User’s Guide is provided in PDF format.



1

• SourceBridge User’s Guide - Provides information on installing, configuring, and using the SourceBridge extension. The Guide is intended for end users who integrate TeamTrack with version control software used within the integrated development environment (IDE). To ease the process of providing a copy for every SourceBridge user in your system, the SourceBridge User’s Guide is provided in PDF format.

• TeamTrack Project Integration Manual - Provides information on setting up and using components that allow integration between Microsoft Project and TeamTrack. The manual is designed for TeamTrack administrators and Project integration users.

• TestBridge for TestDirector Manual - Provides information on setting up and using components that allow integration between TestDirector by Mercury Interactive and TeamTrack. This manual is designed for TeamTrack and TestDirector administrators.

Online ResourcesThe following resources are installed with your TeamTrack product.

• Administrator Online Help -Provides detailed information about specific features and properties in the Administrator. Online help files can be accessed by clicking the available Help buttons located in each dialog and tab. You can also access online help from the Help menu located on the Administrator menu bar.

• Browser Online Help - Provides information to end-users about operating TeamTrack. In the browser, icons with question marks appear in every form, dialog and frame. Click the icon to access the help file.


TeamShare Documentation 1

Documentation FeedbackOur goal at TeamShare’s Technical Communication department is to produce the highest quality documentation for our products. We appreciate your feedback, so if you have comments or suggestions about our online help or printed manuals, you can e-mail us.

Please include the following information with your feedback:

• Product name and version number (build number if available)

• Name of printed manual or online help

• Online help Topic title

• Printed manual page number

• Brief description of content. For example, provide a description of the content you are reviewing, such as inaccurate instructions, grammatical errors, or information that requires clarification or more details

• A suggestion for how to correct or improve the documentation

Please send e-mail messages to:

[email protected]

This e-mail address is only for documentation feedback; you will not receive a reply to your e-mail. If you have a technical question, please contact Customer Support.



1

TeamShare Customer SupportYour purchase of TeamShare’s product begins the next level of commitment to you as a valued customer. TeamShare offers timely service and support to users who have purchased licenses for a TeamTrack product. In addition, free support is offered to while you evaluate one of TeamShare’s products.

TeamShare’s Customer Support provides answers to specific questions related to using TeamTrack. If you encounter a problem while using TeamTrack, please refer to the provided documentation first. However, if you cannot resolve the problem quickly and efficiently, we encourage you to contact the customer support group. Please have the following information available when you call.

• Hardware configuration of server computer(s)

• Brief description of the problem

Contacts for Customer Support and TeamShareFor customer support, support contract information or any other questions, please contact TeamShare at one of the following:

TeamShare Customer SupportTeamShare, Inc.1975 Research Parkway, Suite 200Colorado Springs, CO 80920

Telephone: 719-457-8888Fax: 719-262-0749

E-mail: [email protected] address: www.teamshare.com/support


2 Planning Your System 2

This chapter provides steps to implementing TeamTrack and guidance on planning your business process.

Steps to Implementing TeamTrackTeamTrack is designed to help you quickly and efficiently implement your tracking system. The following steps will guide you through this process. To assist you, each step includes the title of the chapter that contains information about the step.

1. Plan your system by considering your business processes. (Planning Your System)

2. Install TeamTrack. (Installing TeamTrack)

3. Explore TeamTrack using the Sample database. (TeamTrack at a Glance)

4. Create a database using the Create Database Wizard. (Creating a Database)

5. Create the TeamTrack for Defect and Issue Management or TeamTrack for Support Centers solutions by running TeamTrack’s Create Solution Wizard. (Issue Solution or Incident Solution)

6. Establish your system’s workflows. (Customizing Workflows and Projects)

7. Establish your system’s projects. (Customizing Workflows and Projects)

Planning Your System


2

8. Establish group and user accounts. (Establishing Group and User Accounts)

9. Create Auxiliary tables and establish table relationships. (Working With Tables)

10. Review your work.

Design Considerations for Your SystemThe first step to implementing TeamTrack is to consider your current business processes and how TeamTrack can improve communication and collaboration between teams, including employees, partners, and customers.

Before installing TeamTrack, imagine how to best track your business processes, and at this point, do not worry about technical limitations or how to best utilize TeamTrack. Instead, set overall goals for your system by concentrating on the following concepts:

• What is driving your need for a tracking system? In other words, is there a particular business problem you are trying to solve?

• How is information currently being shared internally among members of your organization and externally with business partners and customers? What are the problems caused by the current system?

• Who needs access to your tracking system? Do certain individuals need more access than others? Can these individuals be assigned to groups to simplify the process of assigning access and privileges?

• Should customers be granted access to your system?

• Do you need to gather “auxiliary” information to support your tracking system? For instance, would contact information for partners or customers assist your development process?

• What type of information do you need to archive?

• Do you need to measure timing or quality of work?


Design Considerations for Your System 2

Answering these questions before you install TeamTrack and create your solution will ease the process of implementing your system.

After installing TeamTrack, TeamShare recommends exploring the Sample database to learn more about the functionality of TeamTrack. Instructions on using the Sample database are provided in the “TeamTrack at a Glance” chapter.

Planning Your System


2

TeamTrack Getting Started Guide 11

3 Installing TeamTrack 3

This chapter provides the hardware and software requirements for TeamTrack, as well as instructions on how to install TeamTrack. Instructions on linking users to the server is included.

System RequirementsTable 3-1 lists TeamTrack system requirements.

Table 3-1 TeamTrack System Requirements

Equipment Requirement

Server Hardware Minimum Requirements - Pentium III or equivalent, 600 or higher; 512 MB memory; 1 GB operational disk space

Recommended Requirements - Pentium III multiprocessor or equivalent, 733 or higher; 2 GB memory; 2 GB operational disk space

Server Operating System

One of the following:

Windows NT Server, version 4.0, service pack 4 or later

Windows 2000 Server, service pack 1 or service pack 2

Web Server One of the following:

Microsoft Internet Information Service (IIS), version 4.0 or 5.0

Planet Web Server 4.1

TeamTrack Web Server (recommended for evaluation use only).

Installing TeamTrack

121212 TeamTrack Getting Started Guide

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Installing TeamTrackTeamTrack can be installed from the TeamTrack CD-ROM or by downloading a Web package from TeamShare’s Web site. The process for installing TeamTrack is the same for each package.

A Sample database and Evaluation licenses are automatically installed, enabling you to explore TeamTrack’s features and functionality before implementing your own system. For information on the Sample database, refer to the “TeamTrack at a Glance” chapter in this guide. For information on Evaluation licenses, refer to the “Managing Licenses” chapter.

Installing from the CD-ROMTo install TeamTrack from the CD-ROM, insert the TeamTrack CD-ROM in the CD drive of the server that will operate TeamTrack. The setup program starts automatically within a few seconds.

If the setup program fails to start, you can start it manually in Windows 98, Windows NT, and Windows 2000. From the task bar, click Start, and then select Run. Type x:\setup where x: is the letter of your CD-ROM drive.

Database One of the following:

Microsoft Access 97 or Microsoft Access 2000 (drivers provided)

Microsoft SQL Server, version 7 or 2000

Oracle, versions 8.06, 8i, or 9i

Web Browsers One of the following:

Microsoft Internet Explorer, versions 5.0 to 6.0

Netscape Communicator, versions 4.51 to 4.78 and version 6.02.

Table 3-1 TeamTrack System Requirements

Equipment Requirement


Installing TeamTrack 3

The Main Menu appears, as shown in Figure 3-1. Figure 3-1 shows the Main Menu when installing TeamTrack for Defect and Issue Management.

Figure 3-1 TeamTrack Installation - Main Menu

Access the following from the Main Menu when TeamTrack is installed from the CD-ROM:

• Install TeamTrack - Click this link to install TeamTrack for Defect and Issue Management and/or TeamTrack for Support Centers.

• Check Out ReadMe File - Click this link to open the ReadMe file installed on the TeamTrack CD-ROM.

• Check Out SourceBridge - Click this link for information on SourceBridge, the extension that allows developers to use version control software to associate source code files with primary items, such as issues. SourceBridge can be installed from this page.



3

• Check Out Integrations - Click this link for information on TeamTrack integration products.

• Check Out Manual - Click this link to access PDF versions of the TeamTrack Administrator Manual and the TeamTrack User’s Guide. These documents are installed in the Manuals folder of the TeamTrack directory. You also can access TeamTrack documentation on the Support page of TeamShare’s Web site.

• Exit - Click this link to exit the setup program.

Select Install TeamTrack and the installation program begins.

Installing from the Web PackageThe TeamTrack Web package offers the convenience of downloading TeamTrack from the Internet. The Web package includes a self-extracting executable file that can be downloaded from TeamShare’s Web site.

After running the executable file, the TeamTrack Main Menu appears and is similar to that displayed in Figure 3-1. To minimize download time, however, the Web package does not include PDF copies of TeamTrack’s printed documentation. TeamTrack’s printed documentation is available on the Support page of TeamShare’s Web site.

The Installation ProcessTeamTrack uses an interactive graphical setup program that guides you through the installation process.

To install TeamTrack after the setup program launches:

1. Read the Welcome dialog and make sure you have exited any other open programs on your machine. Click Next to continue.

2. Read through the Software License Agreement dialog, and then click Yes to accept the terms of the licensing agreement.



Figure 3-2 TeamTrack Installation - Setup Type Dialog

3. The Setup Type dialog appears, shown in Figure 3-2. The following installation options are available:

• Complete Installation - This type of setup automatically installs all TeamTrack components, as well as the necessary ODBC (Open Database Connectivity) drivers.

• Install TeamTrack Administrator Only - This setup option installs the Administrator interface only. Select this option to install the Administrator interface on the machine used by those who will connect to it remotely.

• Setup for Notification Server Only - This type of setup installs the TeamTrack Notification Server and Administrator components only. Select this option is you wish to run the Notification Server on a different machine than the one operating TeamTrack. The Administrator interface is included to enable you to configure the Notification Server.

4. Select Complete Installation, and then click Next. The Select a Web Server dialog displays, as shown in Figure 3-3.



3

Note

If you do not have Microsoft Internet Information Server or Netscape Enterprise Server installed, setup defaults to the TeamTrack Web Server and this dialog does not display.

Figure 3-3 Complete Installation - Web Server Dialog

5. Select one of the following options:

• TeamTrack Web Server - TeamShare recommends this option be used for evaluation purposes only.

• Microsoft Internet Information Server - Select this option if you have installed and are using Microsoft’s IIS Web Server.

• Netscape Enterprise Server/iPlanet - Select this option if you have installed and are using the Netscape Enterprise Server or iPlanet Web Server. Instructions for setting up TeamTrack manually on a Netscape server are



available in the Tips and Tricks Library on the Support page of TeamShare’s Web site.

6. Click Next. If you selected the Microsoft Internet Information Server option, you must specify the IIS Web site that will contain the TeamTrack virtual directories.

7. From the Select IIS Web Site for TeamTrack dialog shown in Figure 3-4, select the IIS Web site where you want to create the TeamTrack virtual directories. The default Web site will generally be selected for you in this dialog. This is typically the Web site selection you want to use.

Figure 3-4 Complete Installation - Select IIS Web Site for TeamTrack Dialog

Note

For information about configuring the server and TeamTrack virtual directories, read the configuration instructions provided in the ReadMe file, which is located on the TeamTrack CD-ROM. The ReadMe file is also available on TeamShare’s Web site.



3

8. From the Choose Destination Location dialog shown in Figure 3-5, accept the default destination folder or browse for a different location, and then click Next.

Figure 3-5 Complete Installation - Choose Destination Location Dialog



9. From the Select Program Folder dialog shown in Figure 3-6, accept the default program folder, which is TeamShare, or rename the program folder. Click Next to continue.

Figure 3-6 Complete Installation - Select Program Folder Dialog



3

10. From the Start Copying Files dialog shown in Figure 3-7, confirm the components that will be installed, and then click Next.

Figure 3-7 Complete Installation - Start Copying Files Dialog



11. The Stop Services dialog appears, as shown in Figure 3-8. Click Next to stop any services that are running on the server.

Figure 3-8 Complete Installation - Stop Services Dialog

12. The Setup Complete dialog displays. Click the I want to launch TeamTrack check box to begin exploring the Sample database in the browser interface. Click Finish to install TeamTrack on the server.

Note

TeamTrack automatically connects to the Sample database after a new installation. The Sample database is discussed in the “TeamTrack at a Glance” chapter.



3

TeamTrack Program IconsWhen installing from the TeamTrack CD-ROM, the TeamTrack setup program creates the program group and program icons shown in Figure 3-9.

Figure 3-9 TeamTrack Program Icons

The following icons are added to the TeamShare program group by the TeamTrack setup program.

• Live TeamShare Home Page – This icon connects you to TeamShare’s Web site.

• TeamShare Technical Support – This icon connects you to TeamShare’s technical support page.

• TeamTrack ReadMe 5.5 – This icon launches a text file that contains miscellaneous information that may not be contained in other TeamTrack documentation.

• TeamTrack 5.5 – This icon launches the TeamTrack 5.5 browser interface.

• TeamTrack Administrator – This icon launches the TeamTrack Administrator interface.

• TeamTrack User’s Guide – This icon launches the TeamTrack User’s Guide, which discusses the browser interface.

• TeamTrack Administrator Manual – This icon launches the TeamTrack Administrator Manual, which discusses the Administrator interface.



• TeamTrack Guide – This icon launches the TeamTrack Getting Started Guide, which discusses installing and configuring TeamTrack.

Note

The Uninstall icon is not located with the program icons. To uninstall the TeamTrack application, select Add/Remove Programs from the Windows Control Panel.



3


4 TeamTrack at a Glance 4

TeamShare recommends becoming comfortable with how TeamTrack operates before implementing your system. The TeamTrack Installation program provides a Sample database that enables you to explore TeamTrack’s features and functionality. This chapter explains the basic functionality of TeamTrack’s browser interface and provides an introduction to the Administrator interface.

The Browser InterfaceThe browser interface is TeamTrack’s end-user interface. The browser interface is used to track items, gather information for Auxiliary tables, and generate reports. Features set up in the Administrator interface are reflected in the browser interface. For example, users have privileges to view certain items and to perform certain tasks with items in the browser interface. These privileges are assigned in the Administrator interface, which is discussed later in this chapter.

Users access the tracking system on the Internet or Intranet using a standard Web browser. A few of the capabilities provided in the browser interface are:

• Submitting, transitioning, and updating items

• Creating, maintaining, and executing reports

• Managing notes and attachments

• Sending e-mail associated with items

• Organizing items in folders

• Searching for items

TeamTrack at a Glance


4

• Modifying user preferences

• Managing Auxiliary table information, such as companies, contacts, and Knowledge Base problems and resolutions

• Subscribing to e-mail notifications for specific items

• Self-registering (for external users only)

• Accessing the Knowledge Base

The following sections provide instructions on logging on to the browser interface, submitting an item, following that item through the workflow, and using TeamTrack’s reporting capabilities. Some additional features are discussed as well. For more information on TeamTrack’s browser functionality, refer to the browser online help or to the TeamTrack User’s Guide.

Logging on to the Browser InterfaceTo log on to the browser interface using the Sample database:

1. Choose one of the following logon methods:

• Double-click the TeamTrack 5.5 program shortcut located in the TeamShare program group.

• From the Start menu, select Programs, select TeamShare, and then select TeamTrack 5.5.

• In the Address Bar of your browser, type the URL provided in the Setup Complete dialog. An example of the TeamTrack URL is http://servername/teamtrack.

2. The TeamTrack Welcome window appears. Click the Logging on to tTrack link.

3. The TeamTrack Logon window appears. Several sample logon user names are listed on the window. For this example, the logon user Joe will initially be used. As an upper-level manager, this user has been granted privileges to transition items in any project and can execute reports at all levels. Click the Logon button.


The Browser Interface 4

4. The Enter Network Password dialog appears. In the User Name box, type Joe. Leave the Password box empty.

5. Click OK. TeamTrack launches to Joe’s home page, which displays all the items owned by this user, as shown in Figure 4-1.

Figure 4-1 TeamTrack Launched to User Joe’s Home Page

Item ListFrame

Item DetailsFrame

Toolbar



4

Submitting a New IssueTeamTrack issues and incidents are primary items that follow a workflow process. Items are submitted into projects, which are assigned a workflow. Each workflow contains states and transitions. States are the stopping points along a workflow’s path; transitions move items from one stopping point to the next. Data pertaining to these items is collected as items move from state to state. Fields are used to gather data from users as they transition items.

There are several methods for submitting items into TeamTrack:

• Items can be submitted via the browser interface by internal or external users, such as customers or partners. All users who submit items via the browser interface must have a TeamTrack user account and appropriate privileges.

• Items can also be submitted via e-mail by individuals who have a TeamTrack user account. For configuration instructions for e-mail submission of items, refer to the “Managing TeamTrack Servers and Settings” chapter of the TeamTrack Administrator Manual.

To submit a new item via the browser interface:

1. From the TeamTrack toolbar, select Submit Item from the Manage drop-down list. The project hierarchy displays in the browser window. The projects that Joe is able to submit items into appear as links. Figure 4-2 shows the project hierarchy in the browser interface and in the Administrator interface.



Figure 4-2 The Sample Database Project Hierarchy

Notice that the Base Project, Issue Based Projects, Incident Based Projects, and Human Resources project are not displayed as links in the browser interface. These projects serve as placeholder parent projects under which child projects are created. This system takes advantage of TeamTrack’s inheritance properties and enables you to enable or disable states, transitions, and field properties in each project as needed.

2. In the browser interface, click the Professional Suite link. The Submit form for this project appears.



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Figure 4-3 The Submit Form and Default Field Tree List

The Submit form displays fields contained in the project’s Default Field Tree List, which can be viewed in the Edit Project or Edit Workflow dialogs in the TeamTrack Administrator interface. Figure 4-3 shows the Submit form and the Default Field Tree List for the Professional Suite Project.

Notice that the Submit form and the Default Field Tree List are divided into sections. You can control security by placing fields in or removing fields from these sections, and then granting users privileges to view and update fields in those sections.



3. On the Submit form in the browser interface, type “OK button not working” in the Title box. Notice that on the Submit form, the Title field is labeled with red, italic text. This indicates that the Title field is required.

4. In the Description box, type “The OK button is not working on the Welcome dialog, but the Cancel button is working.”

5. From the Issue Type drop-down list, select Bug Report.

6. Notice that the Manager field is labeled with green, italic text and that Joe Manager is the default selection. This indicates that the Manager field is required at this point in the workflow, but that a value has been provided either by default or, in the case of transitioned items, by a user at a previous state in the workflow.

7. Provide additional information for fields on the Submit form as desired. When you are comfortable with the issue, click Submit.



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Figure 4-4 Item Details Window

8. The newly submitted issue displays in the Item Details window, as shown in Figure 4-4. The State Change History indicates the item is residing in the New state, and that Joe Manager is the owner of the item. As Joe, you can click the transition buttons at the top of the page to perform a variety of functions. Transitions for the item at this stage in the workflow are:

• Assign - This transition allows Joe to assign the item to an engineer.

• Defer - This transition moves the item to an inactive state. The item can be reopened at a later time.



• Generic Copy - This transition places a copy of the item in a project selected by the user.

• Update - This transition allows Joe to update the item.

• Delete - This transition deletes the item.

9. Click Assign. The Transition form appears in the browser window.

10. Scroll to the User Fields section. The Engineer field label is displayed in red, italic text, indicating the field is required. Select Newton Engineer from the drop-down list.

11. Provide additional information for fields on the Transition form as desired. When you are comfortable with the issue, click Assign. The Item Details window appears, indicating that the issue has moved to the Assigned state and is now owned by Newton Engineer.



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Tracking an Item Through the WorkflowWhen an item is transitioned to another state in the workflow, it typically - but not always - has a new owner. You can follow the item submitted by Joe Manager through its life cycle by exiting TeamTrack and logging on as the user who owns the item. For example, if you exit TeamTrack and log on again with the user name of Newton, the browser interface launches to Newton’s home page, which lists active items owned by the engineer. Figure 4-5 shows the issue submitted by Joe Manager on Newton Engineer’s home page.

Figure 4-5 Newton Engineer’s Home Page



Newton can now complete his assignment by fixing the bug, and then resolve the issue by clicking the Resolve transition button. Following the design of the Software Workflow, which is assigned to the Professional Suite project, the issue will now be owned by Chris Tester, who can verify the fix or reject it and send the issue back to the engineer. Figure 4-6 displays a graphical representation of the Software Workflow.

Figure 4-6 The Software Workflow

Tip

To view a graphical representation of the Software Workflow from the browser interface, click the icon next to the Project field located in the Manager Fields section.



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Using ReportsTeamTrack’s real-time reporting capabilities allow you to analyze and monitor your system as data changes. You can create reports of varying types - such as Listing, Distribution, Trend, and State Change reports - that query the database by example or by using advanced SQL statements. Data can be filtered by project, and access to reports can be controlled by specifying one of four access levels: Guest, Manager, Private, or User.

The Sample database contains the TeamTrack-provided reports listed in the “Issues-Based Reports” and “System Reports” sections in the “Creating the TeamTrack for Issue Management Solution” chapter and in the “Incidents-Based Reports” and “System Reports” sections in the “Creating the TeamTrack for Customer Support Solution” chapter. A selection of sample reports is also provided. You can also experiment with TeamTrack’s reporting capabilities by creating your own reports.

Viewing ReportsTo view the reports provided with the Sample database:

1. In the TeamTrack browser interface, click the Reports toolbar button. The Reports Maintenance dialog appears, as shown in Figure 4-7.



Figure 4-7 Report Maintenance Dialog

2. In the left pane, click the plus sign located next to the “Base Project,” and then click the plus sign located next to “Issue Based Projects.” A list of available reports displays; each link represents a report.

3. Click a link to display a report. Figure 4-8 shows an example of the “All Issues by Issue Type” report.



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Figure 4-8 Sample All Issues by Issue Type Report

Note

Reports can also be viewed in the Folders frame if the user has selected the Folders display option located on the User Preferences dialog. This dialog is accessed by clicking User Profile.



Creating ReportsThese instructions provide basic guidelines on creating reports. In-depth reporting instructions can be found in TeamTrack’s browser online help or the TeamTrack User’s Guide.

To create a report:

1. In the browser interface, click the Reports toolbar button. The Reports Maintenance dialog appears.

2. From the Table drop-down list, select the table from which you wish to gather data.

3. From the Project drop-down list, select the project you wish to report on.

4. From the Type drop-down list, select the type of report you wish to generate.

5. Click Create. A form for creating the type of report you selected displays. Figure 4-9 displays the form for the “All Issues by Issue Type” report shown in Figure 4-8.



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Figure 4-9 Create Report Form

6. Use the options on the form to generate the desired report. Details about each of these options is available by clicking the Help icons on the form.

7. After completing the report form, click Create Report to create the form and add it to the report hierarchy. Click Execute Report to run the report without saving it.

Additional Browser CapabilitiesTeamTrack’s browser interface has extensive capabilities. A few of those capabilities are outlined in this section. For detailed information about these features or other TeamTrack features, refer to the browser online help or TeamTrack User’s Guide.



Managing Notes and AttachmentsTeamTrack allows users who have been granted appropriate privileges to add notes, file attachments, URLs, links to other items, and e-mail messages to primary items. Notes, file attachments, URLs, and links to other items can also be added to auxiliary items.

To add notes and other attachments to an item, select the action you wish to perform from the Actions drop-down list. This list is available on Submit, Transition, and Update forms.

Searching for Primary and Auxiliary ItemsTeamTrack’s Find feature enables users to search for primary items, auxiliary items, and notes and attachments. Click the Find toolbar button to access searching options.

Managing Auxiliary TablesAuxiliary tables are secondary tables that store information that may be related to primary items, but are associated with a workflow process. The TeamTrack Sample database contains the following system Auxiliary tables:

• Companies

• Contacts

• Problems

• Resolutions

Information for these tables is managed by users, who create records for each of these tables using the browser interface. Auxiliary tables are accessed from the Manage drop-down list, which is located on the TeamTrack toolbar. Note that both primary and auxiliary tables are listed in the Manage drop-down list. The form that displays depends on the table selected from the list. The fields and field order of this form are specified in the Administrator interface.



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The Administrator InterfaceThe Administrator interface allows one or multiple individuals to customize and maintain the tracking system. The Administrator interface resides on a server or other computer in your organization’s network. The Administrator interface is used to customize the tracking system that will be implemented within your organization.

A few of the capabilities provided through the Administrator interface are:

• Setting up server connectivity

• Creating a database and the TeamTrack for Defect and Issue Management and/or TeamTrack for Support Centers solutions

• Defining the workflow process

• Defining your project hierarchy

• Customizing fields

• Creating Primary and Auxiliary tables

• Defining groups of users

• Assigning user and group privileges

• Managing multiple administrators

• Managing e-mail notifications

• Enabling e-mail submission of issues

• Enabling self-registration of external users

• Managing licenses


The Administrator Interface 4

Launching the Administrator InterfaceChoose one of the following methods to launch the Administrator interface:

• Double-click the TeamTrack Administrator program shortcut located in the TeamShare program group.

• From the Start menu, select Programs, select TeamShare, and then select TeamTrack Administrator.

Figure 4-10 displays the TeamTrack Administrator interface connected to the TeamTrack Sample database. The remaining chapters in this guide discuss configuring TeamTrack using the Administrator interface.

Figure 4-10 The Administrator Interface



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5 Creating a Database 5

After exploring TeamTrack through the Sample database, you can begin implementing your own system. The first steps to setting up your system are to create a database and then populate that database with solution elements. This chapter discusses the Create Database wizard, including the elements provided by the wizard. Instructions on connecting to your database are also provided.

Creating a New DatabaseTeamTrack’s Create Database Wizard provides core elements for your system. After creating a database, you can create a TeamTrack for Defect and Issue Management or TeamTrack for Support Centers solution that further populates the core database.

To run the Create Database Wizard:

1. Select File from the Administrator menu bar, and then select Create New Database. You can also click the Create Database icon on the Administrator toolbar.

2. The Welcome dialog appears and the wizard begins to guide you through the process of creating a new database. Click Next to continue.

Creating a Database


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Figure 5-1 ODBC Data Source Information Dialog

3. The ODBC Data Source Information dialog shown in Figure 5-1 is provided for specifying the ODBC (Open Database Connectivity) data source you want to use to connect to the database. An ODBC data source is a set of information that contains connection information and other database specific parameters necessary to connect to the database. This dialog allows you to create a new data source corresponding to the database you are about to create.

Select one of the following options:

• Create Microsoft Access Data Source - Select this option to create a Microsoft Access data source. TeamShare recommends you use Access if your database is going to remain fairly small and the number of users accessing it at one time is minimal. TeamTrack includes all of the necessary ODBC drivers so additional drivers do not need to be purchased.

• Create Microsoft SQL Server Data Source - Select this option to create a Microsoft SQL Server database. SQL Server is a more robust database and is recommended for larger databases and for large teams of users.


Creating a New Database 5

• Use an Oracle Data Source - Select this option to use an Oracle database. You must first create a blank Oracle database using the Oracle database administration tools. You then need to create an ODBC data source that corresponds to the database. Do this by using the Windows ODBC Data Source Administrator, which you can access through your control panel, or click the ODBC button located in the ODBC Data Source Information dialog of the wizard. Be sure to create a “System” data source. After creating the database outside of TeamTrack, run this wizard and select the Oracle Data Source option.

4. For Microsoft Access and Microsoft SQL Server only, type an ODBC data source name. For convenience, you may want to name the data source the same as your database.

For Oracle, select the Oracle data source created using Oracle database administration tools, and then click Next.

5. For Microsoft Access and Microsoft SQL Server only, select the appropriate ODBC driver from the drop-down list, and then click Next.

6. For Microsoft SQL Server and Oracle, provide connection information using the Connection Information dialog. Provide a server name for SQL Server and a login ID and password for SQL Server and Oracle.

Note

For Oracle, type the Oracle user name and password for the destination database. Note that when connecting to an Oracle database, Oracle always uses the database specified at the time of login, not what was originally specified in the data source. Figure 5-2 shows the Connection Information dialog for an Oracle database.

Creating a Database


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Figure 5-2 Connection Information Dialog

Note

Use VARCHAR2 size of 4000 - Select this check box to allow Oracle to use 4,000-character memo fields in your database. If you do not select this check box, the database will use 2,000-character memo fields. To use 4,000-character memo fields, you must have Oracle Server 8.x and Oracle client software 8.0.4.1c or higher. TeamTrack cannot determine whether or not you have this software. As a result, you must determine if you can convert to 4,000-character memo fields. TeamShare recommends that you copy the old database with the Copy Database Wizard, then check to determine if the new copied database is functioning properly. Do not delete the old database until you are certain the new database works correctly.



Figure 5-3 Database Information Dialog

7. Create a database or use an existing database through the Database Information dialog. Figure 5-3 shows the dialog when creating a Microsoft Access database.

• Create Database - In most cases, you want to create a new database. This is the only available option if you are using Microsoft Access. Click Browse to navigate to a destination directory for the database. Once you have selected the destination directory, scroll to the end of the path entered for the destination directory and enter the name of the database and the database file extension. An example of the directory path and database name is:

C:\ Program Files\TeamShare\TeamTrack\database\teamtrack.mdb

• Use Existing Database - In rare cases when using Microsoft SQL Server, you may want to use an existing, empty database and populate it with tables and default data. You may want to select this option to create the database manually. This gives you more control over the details of the database, such as spanning the database across multiple devices.

Creating a Database


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Warning

Make sure the file or database you select is not your existing database. If it is your existing database, the database will be overwritten.

8. For Microsoft SQL Server only, when creating a new database, provide data device, log device, and temporary database information.

• Data Device - SQL Server uses data devices to store megabytes of data that are entered into the database. You need to create a new data device or use a portion of an existing device (creating a new device is recommended). The minimum size for a data device is 2 Mb; however, TeamShare recommends using at least 200 Mb, which should give you enough room to store at least 2,000 items.

• Log Device - SQL Server uses log devices to store megabytes of data from the transaction log. The transaction log is used for data rollback and recovery purposes. You need to create a new log device or use a portion of an existing device (creating a new device is recommended). The minimum size for a log device is 2 Mb; however, TeamShare recommends using at least 100 Mb.

• Temporary Database Information - Microsoft SQL Server is equipped with a temporary database or tempdb. Tempdb is used to store information when the SQL Server is in the middle of processing a transaction or retrieving information from a database. The Temporary Database Information dialog allows you to adjust the size of the tempdb. The default size for tempdb is 8 Mb; however, TeamShare recommends that you increase the size to at least 10 Mb. If the tempdb is too small, you might receive error messages related to tempdb when using TeamTrack.



Figure 5-4 Create Database Wizard - Field Information Dialog

9. Select custom fields for the Companies and Contacts tables in the Field Information dialog, as shown in Figure 5-4. The wizard creates a default set of system fields plus the additional custom fields you specify here. You can choose to use the suggested custom fields displayed or add your own later. If you do not want one or more of the fields created for a particular table, clear the corresponding check box. To select all of the available custom fields, select the Check All button and to clear all of the fields, select the Uncheck All button.

Creating a Database


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Figure 5-5 Finish Dialog

10. Click Next. The Finish dialog displays, as shown in Figure 5-5. Click Finish to create a database.

After the wizard creates your database, the Connect dialog opens, enabling you to connect to the database you created.



Connecting to Your DatabaseAfter creating a database, the Connect dialog appears, as shown in Figure 5-6. The Connect dialog can also be accessed by selecting Connect from the File menu or by clicking the Connect toolbar button.

Initially, you must connect to your database using the ODBC Data Source Name option. Later, you can connect to the database via a remote connection if you wish.

Figure 5-6 Connect Dialog

To connect to a new database:

1. ODBC Data Source Name - Select the ODBC Data Source Name option to connect to the database through an ODBC data source.

2. By default, the newly created database will be listed in the Data Source drop-down list. Enter the database login ID and password, if applicable.

3. Select the Remember ODBC Password check box if you would like TeamTrack to remember your ODBC password when accessing the system.

Creating a Database


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4. Select the Reconnect at Start Up check box if you would like TeamTrack to reconnect through the specified connection when re-accessing the system.

5. Click OK.

Note

To enable users to access the new database through the browser interface, you must restart your Web server. To restart the TeamTrack Web Server, select Manage Services from the Options menu, or click the Manage Services toolbar button. Select Web Server from the Manage Processes list, and then click Stop Process. Click Start Process to restart the TeamTrack Web Server. If you are using Microsoft Internet Information Service (IIS) or a Netscape server, you can restart the Web server using the Services dialog on Windows operating systems.



Core Database ElementsThe Create Database Wizard provides core elements needed for your TeamTrack system. These elements include the Base Project, Base Workflow, root folders, and system auxiliary tables.

Note

The Create Solution Wizard, which is discussed in the “Issue Solution” and “Incident Solution” chapters, populates your database with core elements needed for the solution.

Base ProjectThe Base Project serves as a root for your system’s project hierarchy. The Base Project cannot be deleted, but it can be renamed to suit your company’s needs. You can also set numbering properties for the Base Project. These numbering properties can be inherited by new projects created in the hierarchy.

Base WorkflowThe Base Workflow serves as a root for your system’s workflow hierarchy. The Base Workflow cannot be edited, deleted, or used by any project.

Root FoldersTwo types of root folders are provided for you to add to as needed:

• Public folder: Public folders contain links to items that can be accessed by all TeamTrack users. Users with appropriate privileges can view items in, add items to, and remove items from public folders.

• Knowledge Base folder: Knowledge Base folders contain links to items in the TeamTrack Knowledge Base. Problems and resolutions can be published to Knowledge Base folders for internal and external viewing.

Creating a Database


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System Auxiliary TablesFour Auxiliary tables are provided for storing auxiliary information related to primary items:

• Companies table: This table can be used to store information about the companies with which you interact. The Create Database Wizard provides two system required fields for this table (Company Name and Company Number), but you can also add custom fields, such as Address, City, State, Phone Number, and more. The fields can be modified at a later time, and all but the system required fields can be deleted.

• Contacts table: This table can be used to store information about individuals with which your company interacts. The Create Database Wizard provides five system required fields for this table (First Name, Middle Name, Last Name, User Name and Email), but you can also add custom fields, such as Phone Number, City State, Fax Number, and more. The fields can be modified at a later time, and all but the system required fields can be deleted.

• Problems table: This table stores problem records that can be associated with a primary item, published to the Knowledge Base for either public or internal viewing, or both. The Create Database Wizard provides several fields for this table that can be modified at a later time. Additionally, all but the system required fields can be deleted at a later time.

• Resolutions table: This table stores resolution records that can be associated with a problem contained in the Problems table and published to the Knowledge Base for either public or internal viewing, associated with a primary item, or both. The Create Database Wizard provides several fields for this table that can be modified at a later time. Additionally, all but the system required fields can be deleted at a later time.


Linking Users to the Server 5

Linking Users to the ServerWhether you are using the World Wide Web or a company’s internal Web, such as an Intranet, TeamTrack’s URL (Uniform Resource Locator) is:

http://<your_server_web_address>/TeamTrack

To make it easier for users to access the system, TeamShare recommends creating a link from your company’s Web site or Intranet site to TeamTrack.

Creating a Database


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6 Issue Solution 6

After exploring the TeamTrack for Defect and Issue Management solution through the Sample database, you can begin implementing your own system. The first steps to setting up your system are to create a database as discussed in the “Creating a Database” chapter, and then populate that database with solution elements. This chapter discusses the TeamTrack for Defect and Issue Management Solution wizard, including the elements provided by the wizard.

Creating an Issue SolutionAfter creating a database, run the Create Solution Wizard to populate your database with elements that allow you to begin using your TeamTrack for Defect and Issue Management solution quickly. You may add, edit, or delete portions of the provided elements through the Administrator after completing the wizard.

To run the Create Solution Wizard:

1. Connect to the database to which you would like to add the solution. The Connect dialog can be accessed by selecting Connect from the File menu or by clicking the Connect toolbar button.

2. After connecting the to desired database, select File from the Administrator menu bar, and then select Create New Solution.

3. The Welcome dialog appears. Click Next. The wizard begins guiding you through the process of creating a TeamTrack for Defect and Issue Management solution.

Issue Solution


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Figure 6-1 Create New Solution Wizard - Run Solution Wizards Dialog

4. The Run Solution Wizards dialog appears, as shown in Figure 6-1. The solution wizards listed are based on the licenses you have purchased. If you are evaluating TeamTrack for Defect and Issue Management, evaluation Solution licenses are installed for the solution. In addition, solution wizards that have been licensed but not yet created will be listed. Select the Issue Wizard check box.


Creating an Issue Solution 6

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Figure 6-2 Create New Solution Wizard - Workflow Dialog

5. Click Next. The Workflow dialog appears, as shown in Figure 6-2. Select one of the following options for generating an Issue workflow:

• Standard - TeamShare recommends using the Standard workflow, which automatically generates five states or positions that issues can reside in.

– New - The item has just been submitted.

– Assigned - The item has been assigned ownership.

– Resolved - The item has been resolved.

– Verified - The resolution has been verified and the item is now considered “closed.”

– Deferred - A decision to postpone this item has been made; the item is considered “closed” until re-opened at a later time.

• Minimum - The Minimum workflow is recommended for managing small projects. The workflow consists of only two states, “Open” and “Closed.”

Issue Solution


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Figure 6-3 Create New Solution Wizard - Field Information Dialog

6. Click Next. The Field Information dialog appears, as shown in Figure 6-3. Click the plus sign located next to the Issues table name to display the available custom fields. There are check boxes located next to each field that are selected by default. You can leave all of the boxes selected or select specific boxes for fields you want to add.



Figure 6-4 Create New Solution Wizard - Project Information Dialog

7. Click Next. The Project Information dialog appears, as shown in Figure 6-4. Define your initial projects by typing names in the hierarchical boxes provided.

Notice that the first box selected in Figure 6-4 contains the project titled “Issues Base Project.” You can change the name of this project as desired. After the solution is created, the Issues Base Project is placed under the Base Project in the project hierarchy. The Base Project is at the root level of the project hierarchy and is used as a header project. The Base Project cannot be assigned a workflow or contain items.

Note

When entering the names for your initial projects, the maximum length is 32 characters.

Issue Solution


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Figure 6-5 Create New Solution Wizard - Initial Groups Dialog

8. Click Next. The Initial Groups dialog appears, as shown in Figure 6-5. Select the initial groups you would like added to your database. Each group you select is created with an appropriate product-access type and a default set of System, Folder, and Table privileges appropriate for that particular group. You can later modify privileges, groups and users.

In addition, these groups are used to populate User field selections. When creating user accounts, assign those users to appropriate groups and their names will appear in the drop-down lists for selection in the browser interface.



Figure 6-6 Administrator Interface - tTrack Solution Added

9. Click Next, and then click Finish to create the TeamTrack for Defect and Issue Management solution. The Administrator interface updates to reflect enhancements made by the wizard, as shown in Figure 6-6.

Core Solution ElementsThe Create Solution Wizard provides core elements needed for your TeamTrack for Defect and Issue Management system. These elements include projects you define when running the wizard, the Base Issue Workflow, initial groups, notifications, the Issues table, issue-based reports, and system reports.

ProjectsThe projects you defined in the wizard are listed on the Projects tab in the Administrator. These projects are assigned the Base Issue Workflow. You can reassign workflows to these projects later, if desired.

Issue Solution


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Base Issue WorkflowThe Base Issue Workflow shown in figure 6-7 is provided by the Create Solution Wizard. To view the Base Issue Workflow, click the Workflows tab, select the workflow from the list, and then click Edit. The Base Issue Workflow may vary depending on the workflow generated and the custom fields selected when running the Create Solution Wizard.

The Base Issue Workflow includes a default set of states, transitions, system required fields, and custom fields. You can customize the Base Issue Workflow by adding, editing, and deleting states and transitions. Fields can also be added, edited or removed, except for those that are required by the system. You may choose, however, to use the Base Issue Workflow as a placeholder workflow, the properties of which are inherited by “child” workflows created further down the hierarchy. These child workflows can then be customized as desired.



Figure 6-7 The Base Issue Workflow

Initial GroupsThe initial groups you selected when running the wizard are listed in the Groups tab. The TeamTrack for Defect and Issue Management-provided groups are:

• Development

• Everyone

• Management

• Quality Assurance

Issue Solution


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The provided groups have been granted appropriate System, Folder, and Table privileges, which you can modify at any time. You must manually grant Item, Field, Attachment, Note and Report privileges for the groups because these privileges are hierarchical privileges that are granted at the project level.

NotificationsSeveral Standard e-mail notifications are provided and are listed in the Notifications tab. Notifications are used to notify users of events that occur within the system, such as when a TeamTrack user becomes the owner of an issue. You can modify the provided notifications or create new notifications to suit your needs. The Create Solution Wizard automatically sets the “Allow Subscriptions” option for appropriate initial groups; after customizing your system, you may want to review these settings and other notification subscription settings for groups and individual users. E-mail templates are also provided for use with these notifications. Before implementing e-mail notifications, review these templates and modify them to meet your needs as necessary.

The provided notifications are:

• I become the owner of an issue

• Issues I submitted change state

• Issues I submitted change to inactive

• Any issue is submitted

• Any issue changes owner

• Any issue changes state

• Any issue changes to inactive

Issues TableThe Create Solution Wizard provides the Issues table, which is the Primary table for the TeamTrack for Defect and Issue Management solution. Primary tables store information in fields about items that follow a workflow process. These items are



referred to as Primary items. You can view the Issues table by clicking the Tables tab, selecting the table, and then clicking Edit.

Issue-Based ReportsNearly 20 pre-generated issue-based reports are provided by the Create Solution Wizard. Reports are accessed in the browser interface by users who have been granted privileges to access various levels of reports. The provided reports allow User-level access and can be executed by users given this privilege in the TeamTrack Administrator.

The provided issue-based reports are available at the Issues Base Project level and by default return information about all issues based on the search criteria. The provided reports include:

• All Assigned Issues - This Listing report displays all issues residing in the Assigned state.

• All Deferred Issues - This Listing report displays all issues residing in the Deferred state.

• All Issues by Issue Type - This Distribution report provides a bar chart of all issues by type. Both active and inactive issues display. The issue types provided by the Create Solution Wizard are bug reports, enhancement requests, change requests, tasks, and problem reports.

• All Issues by Owner - This Distribution report displays in pie-chart form the distribution of issues by owner.

• All Issues by Project and Issue Type - This Distribution report displays in stacked-bar-chart form the number of issues by type in each project.

• All Issues by Project and Owner - This Distribution report displays in tabular form the number of issues owned by each user in all projects.

• All Issues by Project and State - This Distribution report displays in tabular form the number of issues residing in each state in all projects.

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• All Issues by State - This Distribution report displays in tabular form the number of issues residing in each state.

• All New Issues - This Listing report displays all issues residing in the New state.

• All Resolved Issues - This Listing reports displays all issues residing in the Resolved state.

• All Verified Issues - This Listing report displays all issues residing in the Verified state.

• Assigned Issues by Engineer - This Distribution report displays in bar-chart form the number of issues assigned to each engineer.

• Assigned Issues by Project and Engineer - This Distribution report displays in tabular form the number of issues assigned to each engineer in each project. The total number of issues assigned to each engineer is also provided.

• My Assigned Issues - This Listing report displays each issue assigned to the current user.

• My Resolved Issues - This Listing report displays each issue residing in the Resolved state and owned by the current user.

• New Issues by Manager - This Distribution report displays in bar-chart form the number of issues in the new state. Issues are listed by the manager who owns them.

• New Issues by Project and Manager - This Distribution report displays in tabular form the number of issues in the new state in each project. Issues are listed by the manager who owns them.

• Resolved Issues by Project and Tester - This Distribution report displays in tabular form the number of issues in the resolved state in each project. Issues are listed by the tester who owns them.

• Resolved Issues by Tester - This Distribution report displays in bar-chart form the number of issues in the resolved state. Issues are listed by the tester who owns them.



System ReportsFive system reports are provided with TeamTrack for Defect and Issue Management. System reports offer information about administrative aspects of the system, such as privileges, workflows, projects, and users. Only users who have been granted the “Execute System Reports” system privilege can access system reports. In addition, system reports cannot be modified or deleted, nor can new system reports be created.

The following system reports are provided:

• Group Membership - This report provides a list of the members of the selected group or groups, including deleted users.

• Privileges - This report provides a list of privileges for the selected users and groups. An asterisk indicates that a privilege has been granted to the selected user or group. You can limit the report to a display privileges for a specified folder or project.

• Project Fields - This report displays fields for the selected project’s transitions. You can also view selected field properties, such as which section a field resides in, the name of the field and its data type, whether or not the field is required, and the field’s default value.

• Workflow Fields - This report displays fields for the selected workflow’s transitions. You can also view selected field properties, such as which section a field resides in, the name of the field and its data type, whether or not the field is required, and the field’s default value.

• Users - This report displays a list of all users in the system.

Issue Solution


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Adding the Incident SolutionThe Create Solution Wizard can only be run one time per licensed solution. For example, if you add a TeamTrack for Defect and Issue Management solution using the wizard, you cannot run the wizard again for TeamTrack for Defect and Issue Management. You can, however, add the TeamTrack for Support Centers solution at any time as long as a valid Solution Enabler license is purchased and added to your system. If you are evaluating TeamTrack for Defect and Issue Management and TeamTrack for Support Centers, evaluation Solution licenses are installed for both Solutions. Adding a TeamTrack for Support Centers solution to your TeamTrack for Defect and Issue Management solution enables integration between the two products. See the “Incident Solution” chapter for details on the TeamTrack for Support Centers Solution wizard.





7 Incident Solution 7

After exploring the TeamTrack for Support Centers solution through the Sample database, you can begin implementing your own system. The first steps to setting up your system are to create a database as discussed in the “Creating a Database” chapter, and then populate that database with solution elements. This chapter discusses the TeamTrack for Support Centers Solution wizard, including the elements provided by the wizard.

Creating an Incident SolutionAfter creating a database, run the Create Solution Wizard to populate your database with elements that allow you to begin using your TeamTrack for Support Centers solution quickly. You may add, edit, or delete portions of the provided elements through the Administrator after completing the wizard.

To run the Create Solution Wizard:

1. Connect to the database to which you would like to add the solution. The Connect dialog can be accessed by selecting Connect from the File menu or by clicking the Connect toolbar button.

2. After connecting to the desired database, select File from the Administrator menu bar, and then select Create New Solution.

3. The Welcome dialog appears. Click Next. The wizard begins guiding you through the process of creating a TeamTrack for Support Centers solution.

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Figure 7-1 Create New Solution Wizard - Run Solution Wizards Dialog

4. The Run Solution Wizard dialog appears, as shown in Figure 7-1. The solution wizards listed are based on the licenses you have purchased. If you are evaluating TeamTrack for Support Centers, evaluation Solution licenses are installed for the solution. In addition, solution wizards that have been licensed but not yet created will be listed. Select the Incidents Wizard check box.


Creating an Incident Solution 7

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Figure 7-2 Create New Solution Wizard - Workflow Dialog

5. Click Next. The Workflow dialog appears, as shown in Figure 7-2. Four workflow options ranging from basic to complex are available for you to select as your Base Incident Workflow. The workflow generated by the wizard can be modified at a later time as needed. Select one of the following options:

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Figure 7-3 Workflow - One Level of Support

• One Level of Support - This workflow allows users to capture some basic information about calls. For example, a new incident is owned by a tech supervisor, who can close it or assign it to a level 1 tech. The level 1 tech can resolve the incident and close it. This workflow is displayed in Figure 7-3.



Figure 7-4 Workflow - One Level of Support With Issues Integration

• One Level of Support with Issues Integration - This workflow includes additional states and transitions, enabling incidents to be reviewed by a supervisor, and returned to a level 1 tech, if necessary. Users can choose to publish incidents to the TeamTrack knowledge base, and closed incidents can be reopened. If you have TeamTrack for Defect and Issue Management installed, this workflow includes additional states and transitions that enable you to post issues to Issues table, which is the primary table for the TeamTrack for Defect and Issue Management solution. This workflow is displayed in Figure 7-4.

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Figure 7-5 Workflow - Two Levels of Support with Issues Integration

• Two Levels of Support with Issues Integration - This workflow adds a second-level of support and allows for back-and-forth movement of incidents. For example, a level 1 tech can resolve an incident and send it to a supervisor for review, or the level 1 tech can escalate the incident to a level 2 tech, who can return it to the level 1 tech or resolve it and send it to a supervisor for review. The incident can be published to the TeamTrack knowledge base, and closed incidents can be reopened, if necessary. If you have TeamTrack for Defect and Issue Management installed, this workflow includes additional states and transitions that enable you to post issues to the Issues table, which is the primary table for the TeamTrack for Defect and Issue Management solution. This workflow is displayed in Figure 7-5.



Figure 7-6 Workflow - Three Levels of Support with Issues Integration

• Three Levels of Support with Issues Integration - This workflow adds a third-level of support and allows for back-and-forth movement of incidents. For example, a level 1 tech can escalate an incident to a level 2 tech, who can escalate it to a level 3 tech, if necessary. The level 3 tech can return the incident back to the level 2 tech, or the incident can be resolved and sent to a supervisor for review. If need be, the supervisor can then return the incident to a tech at any level. If you have TeamTrack for Defect and Issue Management installed, this workflow includes additional states and transitions that enable you to post issues to the Issues table, which is the primary table for the TeamTrack for Defect and Issue Management solution. This workflow is displayed in Figure 7-6.

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Figure 7-7 Create New Solution Wizard - Field Information Dialog

6. Click Next. The Field Information dialog opens, as shown in Figure 7-7, allowing you to select custom fields for the Incidents, Assets, Customer Configurations, Products, and Service Agreements tables. Click the plus sign located next to the listed table names to display the available custom fields. There are check boxes located next to each field that are selected by default. You can keep the default settings or select specific boxes for fields you want to add.



Figure 7-8 Create New Solution Wizard - Project Information Dialog

7. Click Next. The Project Information dialog appears, as shown in Figure 7-8. Define your initial projects by typing names in the hierarchical boxes provided. You do not have to define all of your projects at this point. You can add, edit, and delete projects after completing the wizard.

The first box selected in Figure 7-8 contains the project titled “Incidents Base Project.” You can change the name of this project as desired. After the solution is created, the Incidents Base Project is placed under the Base Project in the project hierarchy. The Base Project is at the root level of the project hierarchy and is used as a header project. The Base Project cannot be assigned a workflow or contain items. Projects created under parent projects can be assigned workflows of the same type as defined in the parent project.

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Note

When entering the names for your initial projects, the maximum length is 32 characters.

Figure 7-9 Create New Solution Wizard - Initial Groups Dialog

8. Click Next. The Initial Groups dialog appears, as shown in Figure 7-9. Select the initial groups you would like added to your database. Each group you select is created with an appropriate product-access type and a default set of System, Folder, and Table privileges appropriate for that particular group. You can later modify privileges groups and users.

In addition, these groups are used to populate User field selections. When creating user accounts, assign those users to appropriate groups and their names will appear in the drop-down lists for selection in the browser interface.



Figure 7-10 Administrator Interface - Solution Added

9. Click Next, and then click Finish to create the TeamTrack for Support Centers solution. The Administrator interface updates to reflect enhancements made by the wizard, as shown in Figure 7-10.

Core Solution ElementsThe Create Solution Wizard provides core elements needed for your TeamTrack for Support Centers solution. These elements include projects you define when running the wizard, the Base Incident Workflow, initial groups, notifications, a primary table and several auxiliary tables, incident-based reports, and system reports.

ProjectsThe projects you defined in the wizard are listed on the Projects tab in the Administrator. These projects are assigned the Base Incident Workflow. You can reassign workflows to these projects later, if desired.

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Base Incident WorkflowThe Base Incident Workflow shown in figure 7-10 is provided by the Create Solution Wizard. To view the Base Incident Workflow, click the Workflows tab, select the workflow from the list, and then click Edit. The Base Incident Workflow may vary depending on the workflow generated and the custom fields selected when running the Create Solution Wizard.

The Base Incident Workflow includes a default set of states, transitions, system required fields, and custom fields. You can customize the Base Incident Workflow by adding, editing, and deleting states and transitions. Fields can also be added, edited, or removed, except for those that are required by the system. You may choose, however, to use the Base Incident Workflow as a placeholder workflow, the properties of which are inherited by “child” workflows created further down the hierarchy. These child workflows can then be customized as desired.

Initial GroupsThe initial groups you selected when running the wizard are listed in the Groups tab. The TeamTrack for Support Centers-provided groups and their default product-access type are:

• All Support Users - External access

• Customers - External access

• Level 1 Techs - User access

• Level 2 Techs - User Access

• Level 3 Techs - User Access

• Support Managers - User Access

• Tech Supervisors - User Access

The provided groups have been granted appropriate System, Folder, and Table privileges, which you can modify at any time. You must manually grant Item, Field, Attachment, Note and Report privileges for the groups because these privileges are hierarchical privileges that are granted at the project level.



NotificationsSeveral Standard e-mail notifications are provided and are listed in the Notifications tab. Notifications are used to notify users of events that occur within the system, such as when a user becomes the owner of an incident. You can modify the provided notifications or create new notifications to suit your needs.

The Create Solution Wizard automatically sets the “Allow Subscriptions” option for appropriate initial groups; after customizing your system, you may want to review these settings and other notification subscription settings for groups and individual users.

E-mail templates are also provided for use with these notifications. Before implementing e-mail notifications, review these templates and modify them to meet your needs as necessary.

The provided notifications are:

• I become the owner of an incident

• Incidents I submitted change state

• Incidents I submitted change to inactive

• Any incident is submitted

• Any incident changes owner

• Any incident changes state

• Any incident changes to inactive

• External User Submit Notification

TeamTrack for Support Centers TablesThe Create Solution Wizard provides the Incidents table, which is the Primary table for the TeamTrack for Support Centers solution, and four Auxiliary tSupport tables: the Assets, Customer Configurations, Products, and Service Agreements tables.

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Primary tables store information about items that follow a workflow process. These items are referred to as Primary items. Auxiliary tables store information to support the workflow process. You can view the provided tables by clicking the Tables tab, selecting the table, and then clicking Edit.

Incident-Based ReportsThe Create Solution Wizard provides 10 pre-generated incident-based reports. Reports are accessed in the browser interface by users who have been granted privileges to access various levels of reports. The provided reports allow User-level access and can be executed by users given this privilege in the TeamTrack Administrator.

The provided incident-based reports are available at the Incidents Base Project level and by default return information about all incidents based on the search criteria. The provided reports include:

• Active Calls by Customer - This Listing report displays all active incidents by the company selected when executing the report. You can select multiple companies when executing this query-at-runtime report.

• Active Calls by Owner - This Listing report displays all active incidents owned by the user selected when executing the report. You can select multiple users when executing this query-at-runtime report.

• All Calls I Own - This Listing report displays all incidents owned by the current user.

• All Incidents by Incident Type - This Distribution report displays in bar-chart form all incidents by their type. Both active and inactive incidents display. The incident types provided by the Create Solution Wizard are enhancement requests and problem reports.

• All Incidents by Owner - This Distribution report displays in pie-chart form the distribution of incidents by owner.

• All Incidents by Project and Incident Type - This Distribution report displays in stacked-bar-chart form the number of incidents by type in each project.



• All Incidents by Project and Owner - This Distribution report displays in tabular form the number of incidents owned by each user in all projects.

• All Incidents by Project and State - This Distribution report displays in tabular form the number of incidents residing in each state in all projects.

• All Incidents by State - This Distribution report displays in tabular form the number of incidents residing in each state.

• Open Calls by Type - This Distribution report displays in bar-chart form the number of active incidents by type.

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System ReportsFive system reports are provided with TeamTrack for Support Centers. System reports offer information about administrative aspects of the system, such as privileges, workflows, projects, and users. Only users who have been granted the “Execute System Reports” system privilege can access system reports. In addition, system reports cannot be modified or deleted, nor can new system reports be created.

The following system reports are provided with TeamTrack for Support Centers:

• Group Membership - This report provides a list of the members of the selected group or groups, including deleted users.

• Privileges - This report provides a list of privileges for the selected users and groups. An asterisk indicates that a privilege has been granted to the selected user or group. You can limit the report to a display privileges for a specified folder or project.

• Project Fields - This report displays fields for the selected project’s transitions. You can also view selected field properties, such as which section a field resides in, the name of the field and its data type, whether or not the field is required, and the field’s default value.

• Workflow Fields - This report displays fields for the selected workflow’s transitions. You can also view selected field properties, such as which section a field resides in, the name of the field and its data type, whether or not the field is required, and the field’s default value.

• Users - This report displays a list of all users in the system.


Adding the Issue Solution 7

Adding the Issue SolutionThe Create Solution Wizard can only be run one time per licensed solution. For example, if you add a TeamTrack for Support Centers solution using the wizard, you cannot run the wizard again for TeamTrack for Support Centers. You can, however, add the TeamTrack for Defect and Issue Management solution at any time as long as a valid Solution Enabler license is purchased and added to your system. If you are evaluating TeamTrack for Support Centers and TeamTrack for Defect and Issue Management, evaluation Solution licenses are installed for both Solutions. Adding a TeamTrack for Defect and Issue Management solution to your TeamTrack for Support Centers solution enables integration between the two products.

After adding the TeamTrack for Defect and Issue Management Solution Enabler license, run the Create Solution Wizard again. See the “Issue Solution” chapter for details on the TeamTrack for Defect and Issue Management Solution wizard.




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8 Customizing Workflows and Projects 8

The Create Database and Create Solution wizards discussed in the “Creating a Database,” “Issue Solution,” and “Incident Solution” chapters provide the basic elements needed for your tracking system. You may wish, however, to expand and customize your tracking system to meet the needs of your organization. This chapter provides guidance on customizing TeamTrack’s workflows and projects, including the relationship between the two elements, how to optimize the use of overrides, and guidelines for establishing workflows and projects.

Workflows vs. ProjectsA workflow is a collection of fields, states, and transitions that defines the tracking process of primary items. States and transitions map the path items will follow; fields contain the data that gets captured along the way. Once established, workflows are assigned to projects. This two-fold system enables you to first define workflow processes, then use projects to track items at various levels. Several projects may use the same workflow, or workflows may be modified as needed for individual projects.

Ideally, most changes to workflows should be made in the Workflows tab of the Administrator, but some changes are more appropriately made in the Projects tab. For example, fields, states, and transitions must be added to a workflow from the Workflows tab, but inherited field order and selected properties can be modified in the Projects tab. Workflows that will be assigned to more than one project should be modified in the Workflows tab so that these changes can be once rather than for each project. On the other hand, changes that affect only a single project can be made from the Projects tab.

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Optimizing the Use of OverridesOverrides are used to modify specific elements of workflows and projects, such as field ordering and field properties. There are two levels of overrides:

• Overrides made in the workflow hierarchy structure - These overrides allow you to create a workflow that serves as a parent, then create child workflows that inherit properties from that parent. You can override selected inherited properties to customize child workflows, while retaining the properties of the parent workflow.

Changes made to a parent workflow after overrides are created in child workflows are not inherited by the child workflow as long as the Override Inherited Field Order or Allow Override check boxes are selected in the appropriate dialogs. For example, if you override a state’s inherited field order by selecting the Override Inherited Field Order check box in the Edit State - Fields tab, changes made to the state in the workflow it was inherited from will not apply to the state in the child workflow. To return the state to its inherited field order, clear the Override Inherited Field Order check box.

• Overrides made in the project hierarchy structure - These overrides enable you to tailor workflows assigned to projects. This feature allows you to control access to items through user and group privileges and to tailor information presented to users at various states and transitions.

Keep in mind that overrides made in projects take precedence over property settings made in workflows. For example, if an override is made to a project’s inherited field order, modifications made to the field order of the workflow assigned to the project will not apply to the project as long as the Override Inherited Field Order check box is selected for the project. If this check box is cleared after overrides are made to the project’s inherited field order, the field order reverts to that inherited from the workflow.


Establishing Workflows 8

Establishing WorkflowsIn the TeamTrack Administrator interface, select the Workflows tab. If you followed the steps outlined in the “Creating the TeamTrack for Defect and Issue Management Solution” and/or “Creating the TeamTrack for Support Centers Solution” chapters, the Base Workflow and the Base Issue/Incident Workflow are displayed in the workflow hierarchy. The Base Incident Workflow is shown in Figure 8-1. The Base Workflow always exists and cannot be edited, deleted, or assigned to a project. The Base Issue/Incident Workflow is a child of the Base Workflow and contains the elements provided by the Create Solution Wizard.

Figure 8-1 The Workflows Tab



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Organizing Your WorkflowsWorkflows inherit all properties of the workflow from which they derive. At this point, TeamTrack’s inheritance features provide three options for organizing your workflows:

• You can use the Base Issue/Incident Workflow as provided, and then create additional workflows as its children.

• You can customize the Base Issue/Incident Workflow to suit your needs, and then create additional workflows as its children. TeamShare recommends, however, keeping modifications to the Base Issue/Incident Workflow to a minimum.

• You can create a workflow as a child of the Base Workflow that has an “Issues”/“Incidents” type. This workflow will contain default fields and the special transitions “Delete” and “Any,” but you will need to create your own states and transitions. You can then create additional workflows as the children of this newly created workflow.

Note

The TeamTrack Administrator Manual provides extensive guidance on creating and customizing workflows. For more information, refer to the “Managing Workflows” chapter of the Administrator Manual. You can also refer to the “Workflows” topics in the Administrator online help.


Establishing Projects 8

Establishing ProjectsIn the TeamTrack Administrator interface, select the Projects tab, shown in Figure 8-2. Figure 8-2 shows the Issues Base Project. The projects you defined in the Create Solution Wizard are listed. TeamTrack displays projects in a hierarchy, with each level of the hierarchy representing a different project. The hierarchy is topped by a Base Project, which serves as a header project that cannot be modified or deleted. Inheritance rules apply to projects, allowing you to create a workflow that can be used by all projects, assign the workflow to a project, and by default, have any sub-projects automatically use that workflow.

Figure 8-2 The Projects Tab



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The Role of ProjectsProjects serve three primary roles:

• Projects contain the items your system tracks, enabling you to organize them to meet your needs.

• Projects control access to items through user and group privileges. This access is controlled through Privileges sub-tabs located in the Users and Groups tabs, which are discussed in the “Establishing Group and User Accounts” chapter.

• Projects enable you to tailor information presented to the user by modifying certain elements at the project level. For example, you can create a single workflow and assign that workflow to multiple projects, then modify the fields, states and transitions at the project level as needed.


Establishing Projects 8

Organizing Your ProjectsProjects created below the Base Project inherit all properties of the project from which they derive. To assist with keeping projects organized now and as your system grows, you may want to create “placeholder” projects that inherit these properties. Placeholder projects not only enhance organization, they assist with reporting. For example, the Issue/Incident Based Project in the Sample database is a placeholder project. New items cannot be submitted to this project, but each of the sub-projects derived from it can be queried in the browser by selecting Issue Based Projects or Incident Based Projects when running a report.

When creating placeholder projects, be sure to clear the Allow New Items to be Submitted check box. Modify the placeholder projects as needed, and then create child projects from them.

Note

The “Managing Projects” chapter of the TeamTrack Administrator Manual provides extensive guidance on creating and customizing projects. You can also refer to the “Projects” topics in the Administrator online help.



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9 Establishing Group and User Accounts 9

User and group accounts control access to your tracking system. Many privileges are granted at the project level, which enables you to restrict user access to a single project, a project hierarchy, or groups of projects. TeamTrack’s rich privilege set also enables you to limit user access within a project. For example, you can grant some users privileges to view items in a project while granting other users privileges to submit, view, update, and delete items in the same project.

This chapter explains the advantages of group accounts and provides guidance on establishing group and user accounts.

Group Accounts vs. User AccountsPrivileges can be assigned on an individual user basis or by using groups, but group accounts are a convenient way to grant privileges to multiple users. TeamShare recommends you begin by establishing the groups you need and assigning appropriate privileges to that group. When you later create user accounts, those users can be assigned to a group (or groups) and the group’s privileges are automatically granted to the users. Privileges can also be granted to users in addition to those granted by their group membership, if needed.

Groups also simplify the process for populating User fields used in workflows. If a group is added as a User field selection, end-users can select one member from a drop-down list of all members of the group displayed in the field. After you create your group and user accounts, you may want to review the selections for the User fields in your workflows. You can also add User fields to your workflows as needed.

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Establishing Group AccountsThe Create Solution Wizard gave you the option of generating four initial group accounts that can be used as is or customized to meet your needs. The groups have been assigned an appropriate product-access type and an initial set of privileges. Figure 9-1 displays the provided TeamTrack for Defect and Issue Management groups in the Groups tab of the Administrator interface.

Figure 9-1 The Groups Tab

You also add groups, but for this guide, use the following steps to modify an existing group account. If you did not select to generate one of the initial groups, you can add a group account at this point.

1. Click the Groups tab, select a group name, and then click Edit. The group’s product-access level is noted in the Product Access section of the Edit Group - General tab. You can adjust this access as needed and as licenses permit. For more information on product-access types, refer to the “Managing Licenses” chapter in this guide.


Establishing Group Accounts 9

2. Click the Membership tab. If you have not yet created user accounts, there may not be any users assigned to the group. When user accounts are created and users are assigned to the group, the Members column for the group is automatically populated.

3. Click the Privileges tab. Notice the additional tabs beneath the System privileges list. The privileges in these sub-tabs allow you to control the group members’ access to the tracking system. The privileges you see are determined by the access-type assigned to the group.

4. Assign additional privileges to the group or remove privileges as needed. You cannot remove privileges granted in a group account from a user account, so you may want to grant fewer than more privileges to the group to begin with. You can later grant additional privileges to the group and those privileges are automatically granted to members of the group.

Privileges are inherited through the project hierarchy, except for System, Folder, and Table privileges. This inheritance feature allows you to set privileges once rather than for each individual project. Privileges can be set for individual projects, however. The Inherit All Parent Project’s Privileges check box must be cleared in order to modify an inherited privilege set. If this check box is selected or cleared in one of the privilege tabs, it applies to the remaining tabs at that project level.

Detailed information about these privileges is available in the Administrator Online Help and the TeamTrack Administrator Manual, but the following is a brief synopsis of these privilege types and how they control access:

• System privileges - This set of privileges applies globally to TeamTrack.

• Folder privileges - Folders are used in the browser interface to organize and share items among users. Default folders are provided by the Create Database Wizard. For these folders and additional folders created in the Folders tab, users and groups can be granted privileges to view items in, add items to, and remove items from selected folders.



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• Item privileges - Item privileges grant users the ability to submit, own, delete, view, update, and transition items. Item privileges can be granted on a per-project basis, enabling you to grant groups and users different privilege sets for each project in the hierarchy.

• Field privileges - Field privileges offer the greatest control of access to TeamTrack data because these privileges can be set to allow members of the group to view and update fields in the browser interface. Field privileges are organized by the field sections. This allows you to control which users can see and provide information without limiting the data gathering process. Field privileges can be granted on a per-project basis.

• Attachment privileges - Users can be granted privileges to add, edit, and delete attachments to items. Attachment privileges can be granted on a per-project basis.

• Note privileges - Users can be granted privileges to add, edit, and delete notes to items. Note privileges can be granted on a per-project basis.

• Report privileges - There are four access levels for reports: private, guest, user, and manager. When users create reports in the browser interface, they set the access level to one of these four types. When granting Report privileges to users, you can determine which access level these users can access, create, modify, execute, and delete reports. Report privileges can be granted on a per-project basis.

• Table privileges - This set of privileges determines whether users can view, submit, update, and delete information in Auxiliary tables, as well as create, modify, and execute reports using data from the selected tables. As you create Auxiliary tables for your system, remember to grant appropriate privileges to users who need access to these tables.

• Administrative privileges - This set of privileges is used for group and user accounts with Administrator product access. For more information about Administrative privileges and Managed Administration, refer to the TeamTrack Administrator Manual or to the Administrator Online Help.

5. Subscribe the group to e-mail notifications you’d like them to receive when certain events occur. For instance, members of the group can receive an e-mail when one of


Establishing Group Accounts 9

the members becomes the owner of an item. The Create Solution Wizard provides a default set of notifications that can be viewed by clicking the Edit Group - Notifications tab.

There are a few things to keep in mind about notifications:

• Notification subscriptions can be assigned when editing users and groups, but not when adding users and groups.

• The group or user must be allowed to subscribe to specific notifications first. This is done on the Edit Notification - Allow Subscriptions tabs. Members of the group can unsubscribe from the notification in the browser interface if they have been granted the “Modify User Profile Settings” privilege. Note that the initial groups provided by the Create Solution Wizard is allowed to subscribe to each of the provided notifications.

• If a group or user has not been allowed to subscribe to a notification, it is disabled in the Edit User - Notifications and Edit Group - Notification tabs. If a notification is disabled and already selected, that means the group or user was selected to receive that notification in the Edit Notifications - Notify tab. Members of the group will always receive the notification and they cannot unsubscribe to it. If a notification is not disabled and is already selected, the group or user was subscribed to that notification in the Edit Notifications - Subscribers tab.

6. Click OK to apply your changes.

7. Modify or add the remaining group accounts needed for your system.



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Establishing User AccountsUser accounts control the access of individual users to the tracking system. While group accounts ease the process of assigning privileges and notification subscriptions, user accounts store information about individuals using the system and determine the information they have access to and the functions they can perform.

For example, user accounts:

• Provide information about users, such as Login ID, name, and e-mail address.

• Allow you to assign a product access type to users.

• Enable users to be assigned membership to a group, thus easing the process of granting privileges.

• Allow for privileges to be granted to individual users. This can be helpful when a user needs privileges that are granted in addition to those received through group membership.

• Determine display options for the browser interface. Users can also be granted the privilege to set their own display options.

• Subscribe users to notifications.

• Provide a means of managing passwords.

In order to use the system, each TeamTrack user must have a user account with a product-access level assigned to it.

Figure 9-2 displays the Users tab as shown in the Sample database.


Establishing User Accounts 9

Figure 9-2 The Users Tab in the Sample Database

Adding User AccountsThe following steps guide you through adding user accounts:

1. Click the Users tab, and then click Add. The Add User - General tab appears. Provide details about the user, including an e-mail address if you’d like the user to receive notifications and e-mail sent through the browser interface. A product-access level must also be assigned to the user. Make sure to assign a product-access level that is compatible with the group to which the user will be assigned membership.

2. Click the Membership tab. The groups available to the user depend on the product access assigned to that user and to the group. Assign membership to the user by selecting the group and clicking the right-arrow button.

3. Click the Privileges tab. The privileges displayed depend on the access type assigned to the user. In addition, privilege sets for users mimic those for groups and follow the same rules of and access-type dependency of project inheritance.



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If the user is assigned to a group, some of the privileges are selected and disabled. These privileges were assigned to the group and cannot be removed from the user account. Additional privileges can be added, however. For example, one member of a group may have more responsibilities for a project than other group members. Privileges to accommodate those responsibilities can be granted to the user on an individual basis.

4. Click the Preferences tab. This tab allows you to set the user’s browser interface display options. Users can also modify these options in the browser interface if they are granted the “Modify User Profile Settings” privilege.

5. Click the Passwords tab. This tab allows you to manage password settings for individual users.

6. Click OK to apply your changes.

7. If you wish to subscribe notifications to the user, select the user from the Users tab and click the Edit button. Click the Notifications tab. Subscribe the user to notifications as needed. The same notification subscription rules apply to users and groups.

8. Add the remaining user accounts needed for your system.


10 Working With Tables 10

This chapter explains the role of tables in TeamTrack as well as how the provided Auxiliary tables can be used to enhance your system. An explanation of table relationships is also provided.

How Tables Work in TeamTrackTeamTrack solutions contain one Primary table that captures data about items that follow a workflow process and additional optional Auxiliary tables that store data to support that process. The tables provided with the TeamTrack for Defect and Issue Management and the TeamTrack for Support Centers solutions can be viewed in the Tables tab. The tables provided with TeamTrack for Defect and Issue Management are shown in Figure 10-1.

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Figure 10-1 The Tables Tab

Primary TablesPrimary tables should be organized so that data that relates to primary items being tracked is captured. An item’s description, type, priority, and the person responsible for resolving the item are examples of the kind of data you may need to capture for a primary item. The Primary table for the TeamTrack for Defect and Issue Management solution is the Issues table and the Primary table for the TeamTrack for Support Centers solution is the Incidents table.

Primary tables are created and maintained in the Administrator interface. Since workflows are associated with a Primary table, most customization to Primary tables occurs in the Workflows tab. When accessing a Primary table from the Tables tab, for example, fields can only be viewed. In the Workflows tab, fields can be added, modified, reordered, and deleted.

Data is added to Primary tables via the browser interface as users submit, transition, and update primary items into projects associated with workflows.


How Tables Work in TeamTrack 10

For more information on Primary tables, refer to the Administrator Online Help or the “Managing Tables” chapter of the TeamTrack Administrator Manual.

Auxiliary TablesAuxiliary tables store information that support your system’s Primary tables. Data ideal for Auxiliary tables is collected once, but used repeatedly. For example, you may wish to store contact information about companies that purchase your products. You can then associate this contact information with primary items as they are tracked. This alleviates the need to provide the same data repeatedly. The TeamTrack for Defect and Issue Management and TeamTrack for Support Centers solutions contain four system auxiliary tables: the Companies, Contacts, Problems, and Resolutions tables. You can also add auxiliary tables to your TeamTrack solution as needed.

Auxiliary tables are created and maintained in the Administrator interface. Data is added to Auxiliary tables via the browser interface as users submit and update records to them.

To manage Auxiliary tables in the browser interface:

1. Select an Auxiliary table from the Manage drop-down list located on the TeamTrack toolbar, as shown in Figure 10-2.

Note

Notice that users can also use the Manage drop-down list to submit primary items, as well as manage data in the Issues and Incidents tables and the Knowledge Base.

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Figure 10-2 The Manage Drop-Down List


How Tables Work in TeamTrack 10

Figure 10-3 The Three-Frame View

2. The three-frame window displays in the browser interface, as shown in Figure 10-3. The following information is available in this window:

• The Lookup frame (top left) displays fields that are selected to appear on the Lookup form. This setting is located on the General tab of the Field Properties dialog in the Administrator interface. This frame is used to search for records in the selected Auxiliary table.

• The Results frame (top right) displays matches to search criteria provided in the Lookup frame. Click a link to display details for the item in the bottom frame.

Working With Tables


10

• The Item Details Frame (bottom frame) displays detailed information about the item selected in the Results frame. Users can update or delete information as needed and as privileges allow.

For more information on Auxiliary tables, refer to Administrator online help the “Managing Tables” chapter in the TeamTrack Administrator manual.

Table RelationshipsRelationships can exist between Primary tables and Auxiliary tables and between Auxiliary tables. For example, the Companies table has a built-in relationship with the Contacts table. The Primary Contact and Secondary Contact fields on the Companies table allows users to select records from the Contacts table to associate these records with a company. This particular relationship is established using a Single Relational field. Multi-Relational and Sub-Relational fields can also be used to establish relationships between tables.

For more information on these field types, refer to the Administrator Online Help or the “Managing Fields for Data Collection” chapter in the TeamTrack Administrator Manual.


11 Creating a Custom Solution 11

TeamTrack’s platform technology enables a single database to contain multiple solutions. Once you become familiar with your TeamTrack solution, you may wish to create your own solutions to further enhance the business processes of your organization. For example, the marketing department may wish to track promotions or the human resources department may wish to track new hires. This chapter provides basic steps for creating a custom solution.

Steps to a Custom SolutionThe following steps provide a basic lesson in custom solutions. Each step includes a reference to related TeamShare documentation that you can refer to as needed.

1. Create a new Primary table.

• TeamTrack Administrator Manual - “Managing Tables” chapter

• Administrator Online Help - “Tables” topics

2. Create a workflow and associate it to the Primary table by selecting its workflow type. At this point, do not create states, transitions, or fields for your workflow.

• TeamTrack Administrator Manual - “Managing Workflows” chapter

• Administrator Online Help - “Workflow” topics

3. Create projects and associate them with the workflow created in step 2.

• TeamTrack Administrator Manual - “Managing Projects” chapter

• Administrator Online Help - “Projects” topics

Creating a Custom Solution


11

4. Create a group that will contain users who will use the solution. Assign privileges to that group as desired.

• TeamTrack Administrator Manual - “Managing Users and Security” chapter

• Administrator Online Help - “Users and Groups” topics

5. Create user accounts as needed and assign those users to the group created in step 4.

• TeamTrack Administrator Manual - “Managing Users and Security” chapter

• Administrator Online Help - “Users and Groups” topics

6. Add necessary User fields to the workflow and populate the selections for those fields.

• TeamTrack Administrator Manual - “Managing Fields for Data Collection” chapter

• Administrator Online Help - “Fields” topics

7. Build the states and transitions for your workflow.

• TeamTrack Administrator Manual - “Managing Workflows” chapter

• Administrator Online Help - “Workflow” topics

8. Tailor the workflow’s state, transition, field ordering and attributes.

9. Create supporting Auxiliary tables, if needed, and add fields to those tables as desired.

• TeamTrack Administrator Manual - “Managing Tables” chapter

• Administrator Online Help - “Tables” topics

10. Add Auxiliary table references to Primary tables and other Auxiliary tables as needed.

• TeamTrack Getting Started Guide - “Working With Tables” chapter


Steps to a Custom Solution 11

11. Test your workflow by logging into the browser interface, submitting a primary item, and then following that item through the workflow.

• TeamTrack Getting Started Guide - “TeamTrack at a Glance” chapter

12. Create notifications based on your solution’s Primary table.

• TeamTrack Administrator Manual - “Managing Notifications” chapter

• Administrator Online Help - “Notifications” topics

Creating a Custom Solution


11


12 Managing Licenses 12

This chapter discusses TeamTrack licenses, including Evaluation licenses. A description of product-access types is provided, as well as instructions on adding and deleting license numbers.

TeamTrack LicensesTeamShare offers several different types of licenses for TeamTrack based on the product access needed for each user. Evaluation licenses are automatically installed with TeamTrack; these licenses expire after a designated period. At the end of the evaluation period, you must add valid licenses to your system to continue using TeamTrack. To receive more information about the available products and licenses, contact TeamShare.

Evaluation LicensesEvaluation licenses allow you to perform all administrative tasks during the initial evaluation period, such as creating a database and a TeamTrack solution, modifying workflows and projects, and managing user accounts.

When you add valid licenses to your database, they apply to existing user accounts if a solution and the correct number of user seats/access type have been purchased. If Evaluation licenses expire before valid licenses are added, you will not be able to perform certain tasks in the Administrator and users will not be able to log on to the system. Once valid licenses are added, administrative capabilities resume and users can log on to the system.

Managing Licenses


12

Note

If you create a new database after the initial evaluation period, you must add valid licenses in order to perform all administrative tasks.

The TeamTrack Licensing SystemTeamShare’s licensing system is based on the access type desired. The type of solution and number of users is encoded numerically into the licensing system depending on which solution and how many seats you have purchased.

When ordering TeamTrack, specify the number of seats (users), the type of access, and the TeamTrack product(s) or solution(s) you wish to use for your tracking system. When specifying the number of seats and access, you will need to decide how many concurrent users, named users, API/Script accounts, and Managed Administrators you need. If you order a product with Managed Administrator access for 100 users, you receive one Managed Administrator license with 100 seats and one Solution license. If you decide to add more users later, you can do this at any time by contacting TeamShare.

There are concurrent user types versus named user types. You can purchase licenses with concurrent access or “floating licenses” that can be shared as long as the number of concurrent users on the system at any time is restricted to the number of seats purchased. A named user is assigned to a license and always uses that license seat. This type of user is never denied access to the system.

Table 10-1 describes the access types and a summary of the privileges that can be granted based on the access type assigned.


Working With Licenses 12

Note

If you decide to install TeamTrack to run simultaneously on an additional server, you cannot move the original licenses to the new server. You must order an additional license for the new server. For more information on licensing issues and requirements, refer to the licensing agreement packaged with your TeamTrack software.

Working With LicensesThe license numbers are supplied with your TeamTrack software and licensing agreement. Additional numbers can be ordered by calling 1-888-TEAMSHARE.

Adding a LicenseTo add a license number:

1. Click the Licenses tab or select the Licenses command from the View menu in the Administrator interface. Figure 12-1 shows the Licenses tab.

Managing Licenses


12

Figure 12-1 Licenses Tab

2. Click Add and the Add Licenses dialog appears, as shown in Figure 12-2. Type the number of the new license.

Figure 12-2 Add Licenses Dialog

3. Click OK to apply the license number and exit the dialog. The new license number is listed in the Licenses tab.



The Licenses TabThe columns shown in the Licenses tab display information about the license number(s) contained in the database. You can sort the information in these columns alphabetically by clicking on the column header. Numerical values, special characters, and blank spaces at the beginning of text sort first in the list.

• License Number - Displays the number for a Managed Administrator, API/Script, User, External, or Solution license.

• Product - Displays which product it enables; “Issues” for TeamTrack for Defect and Issue Management or “Incidents” for TeamTrack for Support Centers.

• Seats - Displays the number of seats provided by the license. This column contains a “0” for a Solution license.

• Access - Displays the access type associated with the license number. For example, if you entered a User license number, the column displays “User.” Table 10-1 describes the access types and provides a summary of the types of privileges that can be granted to users and groups based on the access type assigned.

• Expiration - If Evaluation license numbers (Expiring licenses) are listed in the Licenses tab, the expiration date displays in this column. An Expiring license type is an Evaluation license.

Product-Access TypesAt the bottom of the Licenses tab is a list of the Named and Concurrent license seats in the database. This list shows the number of named and concurrent users that can obtain a user account and the type of access the users can be assigned.

Managing Licenses


12

Table 12-1 TeamTrack Access Types

Access Type Description

Solution Grants product access for the application, depending upon which solution you have purchased. With one solution, you can post between Primary tables for that solution. If you have purchased both a TeamTrack for Defect and Issue Management solution and a TeamTrack for Support Centers solution, you will have the ability to post between the two solution’s Primary tables.

Solution licenses also apply to TeamShare integration products, such as ProjectBridge for Microsoft Project and TestBridge for TestDirector by Mercury Interactive. These licenses include seats and can be associated with a license groups. The number of seats for the license determine how many users can be assigned to the license group. In addition, only one license group can be associated with a Solution license.

Managed Administrator

Grants Managed Administrator access and privileges to TeamTrack, which is controlled through group and user administration privilege settings (Administration tab). Managed Administrator access is available for named users only and allows administrative privileges to be granted for access to specific projects, groups of users, tables, workflows, and more. Global Administration and remote administration are available with this access type.

API/Script Grants access to the product for processes that run via a script or using the TeamTrack API. User accounts granted API/Script access can be granted the same privilege set as accounts granted User access; however, API/Script user accounts cannot be used to log on to the browser interface.



User Grants full product access to TeamTrack (with the purchase of a TeamTrack solution license), which can be controlled through group and user privilege sets. Access can be named or concurrent. User access provides the ability to use remote administration based on privileges. Other privileges include:

Access to and ability to add Primary and Auxiliary tablesAbility to post to Primary tablesE-mail submissionSystem wizardsManaged Administrator capability to build solutionsKnowledge Base access

Table 12-1 TeamTrack Access Types (Continued)


Managing Licenses


12

External Concurrent

Provides minimal set of product privileges to TeamTrack. External Concurrent access is available for concurrent users only. A Concurrent license type is shared as long as the number of concurrent users logged on to TeamTrack at any one time does not exceed the number of seats purchased.

Note

Concurrent licenses time out at a certain point, making them available to other users. The minimum time out for concurrent users is 60 minutes and 20 minutes for concurrent external users. For more details, see the “Server Tab” section in the “Managing TeamTrack Servers and Settings” chapter in the TeamTrack Administrator Manual.

Specifically, grants only the following abilities, which are controlled through the group and user privilege settings:

Submit and view items submitted by the userSelf-RegistrationE-mail SubmissionView status of all items submitted by the company based on privilegesKnowledge Base access

Table 12-1 TeamTrack Access Types (Continued)




Deleting LicensesDeleting license numbers is not something you will generally do. However, you might delete a license in a situation in which you move a user from one server to another. When you move a user to another server, you need another license since licenses are only for a certain number of seats or users per server. If you move users to another server, you need to delete the license for those users from the original server.

To delete a license number:

1. Click the Licenses tab or select Licenses from the View menu options in the Administrator.

2. Select the license you wish to remove.

3. Click the Delete button. You will be asked to confirm your action. The license no longer displays in the Licenses tab.

Managing Licenses


12


13 Moving Forward With TeamTrack 13

TeamTrack’s rich feature set provides extensive opportunities for expanding and fully customizing your tracking system. Several of those features are outlined in this chapter, as well as a description of how the feature operates in the Administrator and browser interfaces. More in-depth information about the features listed in this chapter can be found in the TeamTrack Administrator Manual, the Administrator Online Help, or the TeamTrack Advanced Topics manual.

Note

Most TeamTrack privileges require that users be granted a specific product-access type or privilege set. For more information about the product-access type and privileges needed for the features outlined in this chapter, refer to the “Managing Users and Security” chapter of the TeamTrack Administrator Manual.

Workflow-Related FeaturesThe Base Issue/Incident Workflow provided with the TeamTrack solutions contains fields, states, and transitions designed to meet the business needs of a tracking system. As you become more familiar with TeamTrack, however, you may wish to take advantage of some of the system’s workflow customization features. This section outlines some of those features.

Moving Forward With TeamTrack


13

Transition TriggersTransition triggers are used to automatically transition primary items that exist in separate projects. Those items can be linked to one another and transitioned together as they travel through the workflow. This feature can be useful if two teams are working on a related item.

In the Administrator interface, transition triggers are created for a workflow, and then triggered for a state.

In the browser interface, users create a link to an item and specify whether or not to use a trigger when the item is transitioned.

Mass TransitionsMass transitions allows users to transition multiple primary items to a different state at the same time. Mass transitions can also be used to update and delete multiple Primary and Auxiliary items.

In the Administrator interface, set the “Allow Mass Transitions” property for a specific field to display it on the Mass Transition report created by the user in the browser interface.

In the browser interface, users create a Mass Transition report that enables them to transition, update, and delete Primary items and update and delete Auxiliary items.

Copy Transition TypeA copy transition allows users to copy an item and place it in another project. You can link the copied item to the original item, and you can also enable Transition Triggers for the copied item.

In the Administrator interface, Copy Transitions are created in the Add/Edit Workflow -Transitions tab.

In the browser interface, users click the Copy transition button (which can be labeled as desired by the administrator), and then select a project to copy the item to.


Workflow-Related Features 13

Post Item Transition TypePost Item transitions allow users to post items from Primary tables to other Primary tables or to Auxiliary tables. The Post Item transition type forces users to post another item from the item that is being transitioned. The new item receives a new Item ID and contains all fields from the original item. The new item receives a new Item ID.

In the Administrator interface, a Post Item transition is created in the Add/Edit Workflow - Transitions tab.

In the browser interface, users click the Post Item transition button (which can be labeled as desired by the administrator). When the specified transition is complete, the Submit form automatically displays, requiring the user to submit a new item relating to the original item.

Publish Problem Transition TypePublish Problem transitions enable users to easily populate the TeamTrack Knowledge Base. The Publish Problem transition allows users to submit items to the Problems and Resolutions tables, which populate the Knowledge Base.

In the Administrator interface, a Publish Problem transition is created in the Add/Edit Workflow - Transitions tab.

In the browser interface, users click the Publish Problem transition button (which can be labeled as desired by the administrator), which opens a Submit form for the Problems table. After users submit the problem, the Submit form for the Resolutions table automatically opens, allowing them to submit a resolution for the problem. Both can be viewed in the Knowledge Base.



13

Additional FeaturesTeamTrack provides many features that enhance your tracking system. These features include Managed Administration, notifications, e-mail submission, self-registration, and more.

Managed AdministrationTeamTrack’s Managed Administration feature allows multiple users to administer the system. Typically, a managed administrator is someone responsible for a portion of a TeamTrack system. You can use Administration privileges to limit or expand managed administrators’ access to the system.

In the Administrator interface, Managed Administration is configured in the Users and Groups tabs. Once established, managed administrators connect to the Administrator interface via the Remote Administrator connection.

In the browser interface, this feature has little impact because managed administrators and Administration privileges are granted in addition to a user’s or group’s access privileges.

NotificationsNotifications allow users to receive e-mail notification when certain events occur in TeamTrack, such as when primary items are closed in the tracking system. Notifications also provide automation for adding items to and removing items from folders. For instance, you might want to automatically have items added to a particular folder when they are assigned ownership. Notifications can also be used to automatically run scripts.

In the Administrator interface, notifications are created and maintained in the Notifications tab. The Notification Server must also be configured. To configure the Notification Server, select Manage Services from the Options menu in the Administrator.

In the browser interface, users can subscribe to e-mail notifications for individual primary items in the system by selecting Add Item Notification from the Actions drop-down list.


Additional Features 13

E-Mail SubmissionThis feature allows users to submit primary items via e-mail as long as they have a valid TeamTrack user account that includes at least one e-mail address.

In the Administrator interface, the e-mail submission feature is configured in the Mail Client Properties dialog. To open this dialog, click the Manage Services toolbar button or select Options from the Administrator menu bar, and then select Manage Services. When the Broker Service dialog appears, select Mail Client, and then click Properties.

Self-Registration by External UsersThis feature allows external users, such as customers and partners, to register as TeamTrack external users via the browser interface. You can configure self-registration to work with or without the intervention of an existing TeamTrack user.

In the Administrator interface, the self-registration feature is configured in the External User tab of the Settings dialog. To access this tab, click the Settings toolbar button or select Options from the Administrator menu bar, select Settings, and then select the External User tab.

In the browser interface, users link to a provided URL and fill out the registration form.

Field DependenciesField dependencies allow you to associate a field selection list with other field selection lists. You can also use dependencies to autopopulate fields.

In the Administrator interface, field dependencies are configured in the Add/Edit Field - Dependencies tab for Single Selection, User, and Single Relational field types.

In the browser interface, users select values from dependent fields as with non-dependent fields if the selection list has been limited. If a default value was specified, the dependent field will autopopulate based on the selection made in the independent field.



13

Managing Authentication Using LDAPAuthentication can be managed using Light Directory Access Protocol (LDAP). This feature enables you to validate users’ login IDs and passwords through a central directory via LDAP. LDAP is similar to NT Challenge Response.

Advanced FeaturesTeamTrack offers a variety of advanced features that enable you to fully customize your tracking system. TeamShare recommends administrators have a good working knowledge of TeamTrack before implementing these advanced features.

TeamTrack’s advanced features include:

• Archiving Items in a Database

• Copying a Databases

• Importing a Database

• Exporting and Importing Workflows and Groups

• Working with E-mail Templates

• Posting Items from Database to Database

• Working with TeamScript

• Working with TeamTrack Templates and Files

Information about these features can be found in the TeamTrack Advanced Topics Manual.


I Index

A

About online help 5

access types 121, 122

adding

licenses 119

Administrator

application interface 42

overview 42

program icon 22

B

browser interface

online help 4

overview 25

C

connecting to a database 53

Create New Database Wizard 45

Create New Solution Wizard 72, 89

creating a new database 45

customer support

contact information 6

D

data device

creating a database 50database storage 50

database

connecting to 53creating 45defining workflows for 61, 75Sample 25

database, Sample 25deleting licenses 125documentation

SourceBridge User’s Guide 4TeamTrack Administrator Manual 3TeamTrack Project Integration Manual 4TeamTrack User’s Guide 3

Documentation Feedback 5

E

Enterprise Web Server

See Netscape Enterprise Server

External access type 124

F

fields

Index


I

Default 62, 80File menu options

Create New Database 45Create New Solution Wizard 59, 73

G

group privileges

initial 64, 82

I

installation

Administrator only 15complete 15from CD-ROM 12from Web package 14Notification server 15SourceBridge 13tTrack 12

interface

Administrator 42browser 25

Internet Information Web Server

See Microsoft Internet Information Server

L

licenses

adding 119deleting 125External access type 124Managed Administrator access type 122

moving between servers 119, 125overview 117product access types 121, 122Solution access type 122User access type 123

linking to TeamTrack Web site 57, 72, 89Live TeamShare Home Page icon 22log device

creating a database 50database storage 50

M

Managed Administrator access type 122Microsoft Access Data Source

creating a database 46Microsoft Internet Information Server 16Microsoft SQL Server Data Source

creating a database 46moving

licenses 119

N

Netscape Enterprise Server 16installation 16

O

ODBC

creating a database 46ODBC data source 46

connecting to a database 53


Index I

online help 5Administrator 4

Open Database Connectivity

see ODBC

Oracle Data Source

creating a database 47

P

privileges

initial groups 64, 82product access types 122

R

Run command 12

S

serial numbers

see licenses

Solution access type 122Solutions

adding 72, 89adding tSupport 72, 89

SourceBridge

installing 13SQL

creating a database 46

T

TeamShare Technical Support icon 22

TeamShare Web site 22

TeamTrack

Administrator Manual 22

User’s Guide 22

Web Server 16

TeamTrack Administrator icon 22

TeamTrack Database Wizard 45

TeamTrack program icon 22

TeamTrack ReadMe icon 22

technical support 6, 22

temporary database 50

tSupport

access types 122

tTrack

access types 122

CD-ROM installation 12

documentation 14, 22

installation 12

installation process 14

installing from Web package 14

uninstalling 23

U

uninstalling tTrack 23

URL

setting for users 57, 72, 89

User access type 123

user licenses

see licenses

users

moving between servers 125

Index


I

W

Web Server 16Windows ODBC Data Source Administrator

creating an Oracle database 47workflow

defining for a database 61, 75setting up 61, 75

teamtrack getting started guide - ravenbrook...2002/01/30 · c getting started with teamtrack iii...

Documents