RAMCO ISSUE TRACKING SYSTEM USER MANUAL v1.

0 for EOCS Support

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2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged

DISCLAIMER
2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged. This document is published by Ramco Systems Ltd. without any warranty. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose without the written permission of Ramco Systems Limited. Improvements and changes to this text necessitated by typographical errors, inaccuracies of current information or improvements to software programs and/or equipment, may be made by Ramco Systems Limited, at any time and without notice. Such changes will, however, be incorporated into new editions of this document. Any hard copies of this document are to be regarded as temporary reference copies only. The documentation has been provided for the entire Aviation solution, although only a part of the entire solution may be deployed at the customer site, in accordance with the license agreement between the customer and Ramco Systems Limited. Therefore, the documentation made available to the customer may refer to features that are not present in the solution purchased / deployed at the customer site.

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Login How To Login 1. URL to gain access to rTrack login page is http://rTrack.ramco.com.

Figure 1 rTrack Login Page

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2. Enter your Username 3. Enter your Password 4. After logging in, click on Create Issue and select ITS Project Please refer to Figure 2 below

Figure 2 Create Issue Enter required details in the following mandatory fields: a. Issue Type Incident or Service Request : Choose Incident, if it the issue had interrupted your operations and need a resolution Service request if it is a request for information, request for change, procurement request or request for change, to which you need any assistance b. Summary of the Issue you are facing currently For ex. Issue in Maintain Group Definition

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2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged

c. Component / Activity Enter component in the First field and Activity in the second field For ex. Accounting Setup_PRO could be the component and Maintain Group Definition could be the activity d. Frequency Choose one time for first time occurrence or a recurring for a repeat issue e. Severity Based on the nature of issue, choose Sev 1 Show Stopper, if it had an impact on your entire operations Sev 2 Critical, if it had an impact on part of your operations Sev 3 Non-critical, if it had an impact on individual users Sev 4 Trivial, if it had no impact on operations, but need a resolution f. Description of the issue reported by you.

Please note that the above fields are marked with asterisk (*) in the rTrack screen to indicate that they are mandatory fields to create an issue g. Ref. No is a non-mandatory field and you may choose to populate it, if you need to have any reference, other than the rTrack ticket number for this issue

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Search Issue: You may search for a specific issue, by clicking on Issues and Search for Issues Please refer to the screen shot below.

Figure 3 Search Issue

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View Issue You may view a particular issue, by clicking on Issues and click on the specific issue, that you want to view and check on the details Please refer to the screen shot below

Figure 4 View Issue

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Status Change You will be able to view the current status of the incidents / service requests. Any status change will be reflected as and when they are updated.

Figure 5 View Status Change

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List of Issues You will be able to view the list of issues created by you, by choosing Search for issues and the relevant filter for Type, Status and Assignee

Figure 6 List of Issues

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Dashboard: You will be able to create and view your dashboard, for the incidents / service requests logged by you. A sample view is provided in the screen shot below

Figure 7 - Sample Dash Board

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Overall Workflow Overall workflow of the EOCS Support System is depicted in the figure below

Figure 8 Overall Workflow

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rTrack Password Change / Reset

1. Click URL: http://rTrack.ramco.com to get the login screen

Figure 9 rTrack login page 2. User Name and Password Enter your User Name and Password provided by Ramco 3. Under Summary Details click on Change Password < Screen shot to be included> Figure 10 4. In the next screen , enter the current password , new pass word and new password against confirm password < Screen shot to be included> Figure -11 5. Click on update < Screen shot to be included> Figure-12 6. You may also cancel and follow from Step 3 to enter another password 7. Use the new password to login afresh

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2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged

What if you forgot your user name or password 1. Click on Cant access your account? in the login screen 2. Choose if you forgot your user name or password < Screen shot to be included> Figure -13 3. If you forgot your password , enter your user name < Screen shot to be included> Figure -14 4. If you forgot your user name, enter your email id < Screen shot to be included> Figure -15 5. Password or user name will be sent to your email id

Please feel free to write to rTrackadmin@ramco.com for any clarifications / support / suggestions

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2014 Ramco Systems Ltd. All rights reserved. All trademarks acknowledged