Supporting a product post-deployment

The Support page enables you to add and track customer cases, and to convert particular customer cases to product requirements or defects.

From the Support page, you can do the following:

Finding customer cases and action items that are relevant to the Support subpage

The following procedures describe how to find incident reports and action items that are relevant to the Support subpage.

To view incident reports associated with the Support subpage:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support icon on the page navigation toolbar or the Deployment link in the left navigation pane.
  4. In the activity area, click the link for the appropriate search.
    The activity area is either directly below the page navigation toolbar or at the top of the page. It is the area with a light blue background:
    View active customer cases queued for resolution - View customer cases that have a Status attribute value of Submitted, Started, On hold, or Reopened.
    View active customer cases flagged for discussion - To view customer cases that have a Flagged for Discussion attribute value of "Yes." The value of the Status attribute is Submitted, Started, On hold, or Reopened.
    View active customer cases flagged for FAQ - To view customer cases that have a Flagged for FAQ attribute value of "Yes." The value of the Status attribute is Submitted, Started, On hold, or Reopened.

To view action items associated with the Support subpage:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support icon on the page navigation toolbar or the Deployment link in the left navigation pane.
  4. In the Action Items column of the activity area, click one of the following.
    The activity area is either directly below the page navigation toolbar or at the top of the page. It is the area with a light blue background:
    Add new action item - To enter an action item, for example, conducting a code review or uploading a nightly build results document. To have these action items appear on the Support page, set the Action Item Type to Support.
    View active action items that are flagged for discussion - To view action items that have an Action Item Type set to Support, a Flagged for Discussion attribute value that is set to "Yes" and a Status attribute value of Submitted, Started, On hold, or Reopened.
    View active action items that are specific to support - To view action items that have an Action Item Type attribute value of Support, and a Status attribute value of Submitted, Started, On hold, or Reopened.
    View active action items of any type - To view action items that have a Status attribute value of Submitted, Started, On hold, or Reopened.

Adding and modifying customer cases and action items on the Support page

Note that customer cases are only viewed on the Support and Project Management pages.

To add an incident report or action item that is returned on a query on the Deployment page:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support link on the page navigation toolbar or in the left navigation pane.
  4. Click Add new in the activity area, in either the Incident Report or Action item column.
    The activity area is either directly below the page navigation toolbar or at the top of the page. It is the area with a light blue background.
  5. Enter the required information for the requirement, defect, or action item.
  6. If prompted, click Next.
  7. For a customer case, complete the required information.
    For an action item, in the Submission Information section, select Deployment from the Action Item Type drop-down list.
    This ensures the artifact is returned on a query issued from the Deployment page.
  8. For an action item, if you want the artifact to appear on a milestone query on the Project Management page, select the appropriate milestone from the Target Milestone drop-down list.
  9. Click Save Changes.

Raising defects, requirements, and action items based on customer cases

You may need to manually create defects, requirements, or action items from specific customer cases. For example, if a customer reports a bug, you may want to create a customer case to log the call, then generate a bug report base don the customer case.

To generate a defect, requirement, or action item from a customer case:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support icon on the page navigation toolbar or the Support link in the left navigation pane.
  4. In the Action Items column of the activity area, click the link for a query that will return the customer case from which you want to generate a defect, requirement, or action item. The link for Active customer cases queued for resolution may be appropriate. Alternatively, you can create a new customer case.
  5. Click the link for the customer case that you want to base the new item on.
  6. From the page for viewing the customer case, click Copy artifact.
  7. In the copy page, select the drop-down list for the current project, and click the artifact type that you want to copy this customer case to.
    For instance, if you want to generate a defect report based on this customer case, click Defect Report.
  8. From the page that lists all artifacts that these two artifact types have in common (these are the attributes that are copied), click the Copy artifact(s) button.
    You may be prompted to provide a reason.
  9. To ensure that the new artifact is visible from another subpage, click the appropriate query link in the Activities area and do the following:
    For a requirement or defect report, set the subpage in Lifecycle attribute value to the correct subpage. For a requirement, this is Definition. For a defect report, it is Code & Build or Testing.
    Note that for an action item, the Action Item Type will already be set to Support. Typically, this is the appropriate type.

Reading support documentation and downloading templates

You can read project documentation from a Documentation table on the Support page. If you are responsible for authoring deployment process documents, you can download templates for these documents from this page and upload draft or final documents. You or the project administrator can also add new documentation templates to the list.

If you have a content developer role in the project (or have both VersionControl - Commit and VersionControl - Add permissions granted by an administrator), you can also add information to this page as well as view this page. However, the project administrator may prefer to take requests for additions to this page and be the sole person who actually performs the updates.

The documentation table on this page contains a View other project documents link. Clicking this link is equivalent to clicking the Documents and files link in the left navigation pane.

Important: If you experience any difficulty uploading documents on this page, ask your project administrator to be sure that two Subversion integrations settings are turned off for the project. The administrator should click the project link on the Projects page, clickEdit project > Tool configuration, then turn off the Message must name artifact and Committer must own artifact settings in the Subversion section of the page.

To view project documentation on the Support page:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support link on the page navigation toolbar or the left navigation pane.
  4. Scroll to the Process Documents table.
  5. Click the link for the document that you want to read.

To download a project document template from the Support page:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support link on the page navigation toolbar or the left navigation pane.
  4. In the Process Documents section, click the View document templates link.
  5. Click the link for the template that you want to edit.
  6. Save this file locally and edit it.

To add or update a project document on the Support page:

  1. Click the Projects page.
  2. Click the link for a project that uses a project template.
  3. Click the Support link on the page navigator.
  4. In the Process Documents section, click the Upload document link.
  5. Browse to the document that you want to upload.
  6. Click Save.
    Note that this document is saved in the project's version control repository. If you want to rename or delete this document, you must use your version control client.

Viewing and adding work products

In addition to the links for staging software and release notes, on the Support page, there are links in the activity area to various work products. The activity area is either directly below the page navigation toolbar or at the top of the page. It is the area with a light blue background:

A project administrator may have replaced the link to the support system with live data. However, if this has not been done, you can configure the link. You can also add support metrics documents at any time.

To upload support metrics documents:

  1. Click the Projects page and click the link for the project where you want to add this documentation.
  2. Click Support on the page navigation toolbar or in the left navigation pane.
  3. In the Work Products column of the activity area, click View support metrics.
    The activity area is either directly below the page navigation toolbar or at the top of the page. It is the area with a light blue background.
  4. On the Requirements Documents page, click Upload document.
  5. Browse for the file and click Save.

To configure the work products link to the support system:

  1. If you have not done so already, use Subversion to check out the project template directory.
    For example, you may check out My-Project/trunk/www/cn-project-pages
    Where My-Project is the name of the project you are working on.
  2. Use your version control tool to update the Code & Build top.html snippet.
    For example, using Subversion, this will be in My-Project/trunk/www/cn-project-pages/Stages/Support/snippets/top.html
  3. Open the top.html file in an editor.
  4. In the section for work products, edit the following link:
    <div class="launch_icon"> 
    Launch systems: 
    </div> 
    <!-- onclick="return launch(this.href, 1);" makes the link open in a small new window --> 
    <!-- Use onclick="window.open(this.href); return false;" to make the link open in a normal-sized new window --> 
    <!-- Edit the title to change tool tip -->
    <ul>
    <li><a href="/nonav/cn-project-pages/help/customizing_alm_links.html" 
    onclick="return launch(this.href, 1);" title="Go to a Web-enabled support application 
    [Note: link may open in new window]" class="helplink">Support system</a></li>
    </ul>

    For example, you might substitute the following:

    <li><a href="http://www.your_url_here.com/" 
    onclick="window.open(this.href); return false;" 
    title="Go to a Web-enabled support application">
    Requirements system</a></li>
    As shown in the example, you can change onclick="return launch(this.href, 1);" to onclick="window.open(this.href); return false;" to make the link open in a normal-sized browser window instead of the smaller-sized window.
    Remove onclick="return launch(this.href, 1);" if you do not want the link to open a page in a new browser window.
    Remove or edit title="Go to a Web-enabled support application [Note: link may open in new window]" if you do not want text to appear in a tool tip when the user moves the cursor over the link.
    Remove class="helplink" if you do not want the cursor to be a question mark icon for this link.
  5. Submit your changes.

Customizing the Resources links

At the bottom of the Support landing page, you can provide information that points users to any other information that you think is relevant.

To edit the Resource Links table:

  1. If you have not done so already, use Subversion to check out the project template directory.
    For example, you may check out My-Project/trunk/www/cn-project-pages
    Where My-Project is the name of the project you are working on.
  2. Use Subversion to update the Deployment bottom.html snippet.
    For example, using Subversion, this will be in My-Project/trunk/www/cn-project-pages/Stages/Support/snippets/bottom.html
  3. Open the bottom.html file in an editor.
  4. In the section for resource links, edit a row in the table, such as the following:
    <tr class="a">
    <td>Customizing the ALM Baseline Process</td>
    <td><a href="http://www.collab.net/training/alm/Customizing_ALM.doc" onclick="window.open(this.href); return false;" title="Note: link may open in new window">http://www.collab.net/training/alm/Customizing_ALM.doc</a></td>
    </tr>

    For example, you can remove onclick="window.open(this.href); return false;" if you do not want the link to open a page in a new browser window.
    Or, you can remove or edit "title="Note: link may open in new window"" if you do not want text to appear in a tool tip when the user positions the cursor over the link.
  5. Alternate between class="a" and class="b" to provide different shades of gray in the table.
  6. Using Subversion, update this file and commit the changes.