Logging In:

 

Enter your site’s username and password to enter the Heat Self-Help web page.

 

Issue History:

 

Once you successfully login, you will see displayed on your screen a current listing of all the issues that have been reported by your site that are still in progress.  If your site has any issues, you will see them displayed similar to this:

 

Call ID	Functional Area	Submitted by	Problem Title	Call Status
88888888	Alumni/Development	Nick Gouskos	Acknowledgement Note - variables and setup	Working CS

 

Call ID:  The specific ID number for that issue.

Functional Area:  Department/Office that submitted the issue.

Submitted By:  Person who submitted the issue or is to be contacted regarding it.

Problem Title:  Brief description of the issue.

Call Status:  Current status of the issue.

 

You may view more details about an issue by clicking on the issue number in the first column.  10 issues are listed at a time on the screen.  Choose More issues at the bottom of the list to see additional open issues (if there are any.)

 

If you know the reference ID of the issue you want to view, enter the ID in the form below and click on the "Find Issue" button at the bottom of the screen.

 

 

Submitting a New Issue:

 

Site ID:  Your organizations name will appear here and be automatically filled in.

 

Contact:  An empty box with a pull down menu available of contacts at the site.  Select your name or the name of the person that should be contacted regarding this issue.  You can not enter a name that doesn’t already exist in the pull down menu.

 

Problem Title:  Enter a brief summary of the problem.  This is used internally by CAIS for reporting purposes as well as the web pages for display purposes.

 

Problem Description.  Enter a recap of the problem.  Since this may eventually show up in public reports, keep it relatively short and omit any confidential information, such as names, IDs, or social security numbers.  Use a journal for additional details that you do not enter on the main screen.

 

Type of Call:  Pull down menu listing the type of call this issue is.  More than likely, they will be Software, but can fall under other areas—depending on who is submitting this issue.  The Call Type determines what other information will be displayed on the screen that will be required from you.

 

Call Type	Description	Primarily Used By
Billable Service	Service to be billed to the site
Change Request	Software Changes	Bug Fixes, Enhancement List, and Updates from SCT
Conversion	Data conversion	Conversion to Banner.
Database Maint.	DB Maintenance requests (database clones, database tuning and resizing, etc.)	Database Administrators.
*Network	No detail screen	IT Staff
New User	New user setup
Printing		IT Staff
Reset Password	Quick Call
Reset Session	Quick Call
Server Down	One of more of your servers is down.	IT Staff
Software	Application Support - Requests, Problems, and Questions	CAIS Clients and staff.
Training	Requests for Training	Department Mgrs.

 

 

Priority:  Not only ranks the importance of the issue at your site, but how will this project fit into our overall workload.  Priority 2 (standard) is the default.  If something can wait, please use priority 3.  Priority 4 is used for items that are more informational than a problem and that we want to record.  Use priority 1 sparingly.  Priority 0 is something that you would more likely be calling us about than submitting via the web.

 

Priority	Description	Name
0	Impacts multiple users and/or halts or severely impacts critical operations and needs to be handled now.	Emergency
1	Impacts multiple users and/or halts or severely impacts critical operations.	Urgent
2	Impacts individual or small group. Normal operations impaired, but can continue.	Standard
3	Impacts individual or small group. Service may be delayed until a mutually established future time.	Scheduled
4	Issue is informational or educational in nature.	Informational

 

 

Solution Information:  This is where the CAIS staff will enter the solution to the problem before they close the issue.  This will be expanded on in the near future.

 

 

Software Name:  Chose the software application from the list.  For Banner software, if you do not know the version, choose the most recent one.

 

Additional Problem Information:  Provide any additional information that can be used to recreate or fix the problem.

 

 

What Database?  If applicable, please provide the database that the problem occurred in.

 

Banner Form:  Please provide the form, table, or report name that you were in when the problem occurred.

 

Oracle Error Code:  Pull down menu, select the Oracle error code you received.  If no error was received, just leave this blank.  If you do not see you error number listed, just enter the error number in the Additional Information section.

 

Submit:  Click this button to submit the issue to CAIS.

 

 

Issue Details:

 

This screen will display the information for the specific issue.  This screen is display only, you will not be able to add or change any information on it.  The fields are identical to the fields you saw in the Submitting a New Issue screen.

 

On this screen, you will also see some buttons in a bar.  The first group of buttons are Arrow buttons that will allow you to scroll through all the issues for your site; either one at a time or jumping to the first or last one.  If the issue has other notes (Journals) entered for it, you will see a link labeled Additional Notes that will take you to a screen where you can view the notes entered for this issue.  There will also be an Add New Notes link that will take you to a page where you can submit a note with new information, etc. pertaining to the call issue you are viewing.

 

 

Additional Notes:

 

If there were any existing notes for the issue, clicking on this button would display the following screen information:

 

Site Navigation Home Issue Details New Issue Account Information Contact Us How do I Logout

Customer Service  Issue Details  Additional Notes   Additional notes for issue 88888888   Add a note Call ID Date Entered Time Entered Journal Type CAIS Staff 88888888 1/25/01 2:03:03 PM Client EMail Edmondca 88888888 1/29/01 8:33:13 AM Customer Called Roberska 88888888 2/5/01 2:10:44 PM MUST READ Edmondca Add a note Click here to return to issue 88888888

 

Clicking on the Call ID in the listing will bring up the detail for that note on a new screen.  On this screen you will see the Journal Type, who entered the note, the date and time it was entered, and the enter text of the note.  This screen is display only and you will not be able to modify any of the information you see on it.  You will also see the arrow buttons displayed to allow you to scroll through all the notes, if applicable.  There will also be links allowing you to View Other Notes and to Add a new note.

 

 

Add a new Note:

 

Clicking on this button will bring up the following screen where you can enter a new note.

                             

Site Navigation Home Issue Details New Issue Account Information Contact Us How do I Logout

Customer Service  Issue Details  Additional Notes   Additional notes for issue 88888888 Submit View other notes     Journal Type Called Customer Client Email Complaint Could not reach Customer Called EMail Customer Email SCT Followup Hint Left VM Memo MUST READ Need to Call SCT Email URGENT    Entered by  stassist         3/20/01 10:05:00 AM   Enter your message below                       Submit View other notes Click here to return to issue 88888888

 

Pick the appropriate Journal Type from the list provided in the Pull Down menu that best describes the nature of the journal note you are submitting.  Currently, the program will show this new note as being added by ‘stassist’, which is our Web user designation.  The date and time will automatically be filled in.  Once you have finished entering your note, click on the “Submit” button to enter the note.  You must submit it before leaving the screen or else it will not be saved.