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Reporting Faults and Upgrades

The following guide has been compiled to help Mutiny Design (Re-Route) customers report faults and request upgrades quickly, whilst being able to track any jobs that have been placed into our system.

This guide will walk you through each function of our online fault tracker. All customers are requested to submit their requests using this gateway, any requests sent via email or telephone will be reverted back for you to input into the fault tracker.

The following points will be covered in this guide.

1) Logging into the fault tracker (click to jump to this section)

2) Understanding the Home Page (click to jump to this section)

3) Youre Project Page. (click to jump to this section)

4) Adding a new Fault or Upgrade (click to jump to this section)

5) Checking On Progress (click to jump to this section)

6) Responding to a Query (click to jump to this section)

7) Task Statuses (click to jump to this section)

8) Completed task still showing issues. (click to jump to this section)

9) Creating screen shots. (click to jump to this section)

10) Lost Password (click to jump to this section)

1) Logging into the fault tracker.

Your project manager will issue you with a username and password. Please request separate Usernames and Passwords if your website will be tested or administrate by more than 1 person, this will allow our programming team respond to the correct person should they have any queries.

To access our fault tracker please visit your browser will transfer you through to the main login screen

The Following Screen will be displayed - To see a larger image please click image below

In order to access your account you must enter your username (login) and password as supplied by your project manager. Once happy with your inputted values simply click Login to proceed.

Helpful Hint: In order to reduce your time logging into our fault tracker make sure you tick the check box labelled Stay Logged In , selecting this box will bypass this screen for the rest of the day.

Once Logged in you will be taken to the main control screen allowing you to interact with our online Fault Tracker.

2) Understanding the Home Page


The Following Screen will be displayed - To see a larger image please click the image below

The above screen is referred to as your home page. Please refer to the screen shot above for annotation numbers helping you understand the interface in more detail.

Section 1
This section of the page displays the latest projects assigned to your account. The number of projects you see displayed in this area will depend on the number of projects we are currently working on. Please ensure faults are logged correctly per job. Clicking on the Project name will take you through to the project overview page (detailed later in the this guide)

Section 2
Clicking this link will take you through to a page displaying an overview of the jobs created by yourself; this page will help to give you a quick glance to the schedule of work.

Section 3
This section will take you through to a complete list of your live projects.

Section 4
Clicking this link will sign you out of Redmine.

Section 5
This drop down allows you to quickly jump to your correct project and is possibly the fastest way to navigate around this fantastic web based tool.

Section 6
This section of the system allows you to access your account status giving you the opportunity to edit your password and much more.

3) Your Project Page.

Each project you have with Mutiny Design (Re-Route Ltd) will be controlled via the main project page (As Shown Below). This page will allow you to check on outstanding issues, chase progress updates, report faults and even request upgrades.

The Following Screen will be displayed - To see a larger image please click the image below

Please refer to the Screen shot above for annotation numbers.

Section 1

This section simply confirms the project that you are currently viewing

Section 2

This section allows you to view all of the activity on your project, See all issues past and present as well as reporting new issues (either bugs or upgrades).

Section 3

This section gives you a quick overview to the project showing how many Issues are currently listed in specific areas of your project with the most important for any client being - Bug (this refers to a fault) or Features (this refers to upgrade requests)

Section 4

This section shows all of the people within Mutiny Design (Re-Route Ltd) who are connected to your project. This list will include people from your own company as well as yourself.

4) Reporting a New Fault or Upgrade.

To access the correct screen you will need to select the option from the correct Project page titled New Issue as shown in section 2 of the previous section titled Your Project Page

Once you have selected this option a new screen is presented allowing you to input a new fault (bug) or request an upgrade (feature), please refer to the below screen shot for the correct annotation numbers.

The Following Screen will be displayed - To see a larger image please click the image below

Section 1

Each report placed into the system requires the correct tracker to be set (dont worry if you set the wrong one as your Project manager can alter this) we ask our clients to be honest and select the correct issue status. When you select the drop down multiple choices will appear however you only need to worry about 2 options.

This option should be selected if you feel the issue is a technical issue and should be correct as per the original programming brief.

This option should be selected if the issue is not technically a fault with the site but a change that you want to be auctioned. Dont worry not all features (upgrades) incur costs and if they do incur costs you will be consulted before work starts.

Section 2

Each new issue requires a Subject this is an important title that will help you identify the issue in the future but also help give your project team a quick understanding to the content of the issue. Please try to keep these short but descriptive, for example if you have a new issue with an image not appearing on your home page use a subject title of Home Page Image Missing dont simply enter Home Page Issue

Section 3

This section allows you to input as much information about the fault as you want, remember the more information that you supply the quicker our teams can react and fix the issue. Try to give a detailed explanation of what you are seeing and explain why it is wrong, include URLs and even things you have done to remove any error from your side.

Section 4

This section allows you to alter the Priority of the job and assign the job to the correct member of staff, each issue you register should as default be assigned to your project leader.

When selecting the priority we ask you to be honest about the importance of the fault and we have given you a scale of levels to determine if the importance is low but still needs completing or if the fault is critical and needs sorting straight away. You will notice there is also a level called Client Screaming this has been added for those emergencies that need to be processed ASAP as the technical fault is stopping your company trading. Although your project manager will try not to alter these levels we do ask you to be fair and not list every job as critical or even high.

Section 5

This section allows you to add files that can support your issue; these files can be any type of document from screen shots to CSV files. The more you provide the easier it is for our team to help. More than 1 file can be added to an issue by clicking add another file. Please try to give each file a short description even if you simply use descriptions such as Ref 1 and Ref 2 helping support the text in section 3.

Section 6

When reporting issues it is VERY important that you create 1 new issue for every new fault. If you have more faults to report on the same project and your happy you have reported all of the current issue click Create and Continue the system will then create your current issue and leave you on a new issue screen ready to input the next issue.

If you only have this issue simply click Create and the system will return you back to the main project screen.


5) Checking On Progress

The Following Screen will be displayed - To see a larger image please click the image below

Once a fault has been submitted you can now track the progress of your issue(s) at a time that suits yourself.

Using the navigational option titled Issues from the main project screen you will be transferred through to the heart of our fault reporting system. Please refer to the above image for annotation referencing.

The main issue screen will display all of the reported issues considered Open as default. If you want to see all of the faults reported, even if the status of the job is considered complete you will need to change the small drop down box above Section 3. The drop down displays a number of options however if you simply select All as shown on the screen shot above and then click the Apply button under the options heading the table of results will alter to show all of the faults (Bugs) and Upgrades (Features) ever reported on your project.

Section 1

Each issue listed on this screen will display a tracker status, this status should read Bug or Feature

Section 2

This section displays the progress of your issues; each status is detailed below....

As your issue moves through our system you will receive updates via email allowing you to track issue without the need to log into the system.

On Hold;
This is the default status that all issues created by yourself will be set to. This status shows that your issue has not been addressed by our team.

This status shows that your issue has been approved and is now awaiting a developer to complete the issue.

In Progress;
This status shows that your issue is currently being worked on by one of our development teams.

This status shows that your issue has a query against it and we might require your attention. We would recommend that you take 5 minutes and read the notes of any issue set to Query the quicker you can respond to the question the quicker our development team can sort your issue.

This status shows that our programming teams have finished with your issue and the programmers consider the issue completed. If you see an issue with this status please can you check that the issue is fixed and then add an update to the issue confirming the fix has been completed correctly, alternatively if you feel the issue has not been updated correctly please can you ensure your update details why you feel the fault is not fixed.

This status shows that our development team have completed your issue and that you Project Manager agrees that the fault has been fixed. These issues will no longer be looked at by our development team unless you update the closed issue with a new note highlighting a reason why you feel the issue is not resolved.

Section 3

This section of the screen displays the current Priority of the issue. If you have reported an issue but the time it has been in the system has been to long please simply update the issue with a new Priority request.

Section 4

This section of the screen simply displays the title of each issue, clicking the title will take you into the issue allowing you to read the notes or update the issue with new comments.

Section 5

This section displays who the issue has been assigned to within our company.

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