EneaIssues User's Guide

The main purpose of this user’s guide is to introduce external users to EneaIssues and explain how to submit, view and follow up on the progress of support issues.

1.1 Purpose

The purpose of this user's guide is to provide a good understanding of EneaIssues and how it is used in the process of solving a support issue. After having read this document a user will be able to create, view and follow up on the progress of support issues.

1.2 Definitions and Acronyms

Definitions

EneaIssues

An issue tracking system from Atlassian

Fix

A resolution in the form of an official error correction.

Patch

A non-official correction, e.g. a test lib.

Test lib

A binary containing an attempt to a correction, which needs to be tested.

Debug lib

A binary to be used to extract additional debug information, also called diagnostic lib.

Workaround

An instruction of how to avoid a reported problem.

Question

A category of support cases.

Bug

A category of support cases.

Feature request

A category of support cases.

Reporter

Primary contact person regarding a support issue. Usually the person that reported/created the issue.

Trouble shooting guide

A guide for a specific release explaining how to avoid known problems - such as usage not clearly covered in the manuals or how to avoid known bugs - until their problems are fixed in a later release.

Acronyms

FR

Feature request

SC

Support Case, issue

TSG

Trouble Shooting Guide

2 External web page

The external web page for access to EneaIssues is:https://eneaissues.enea.com/

3 Sign up

To access the EneaIssues and get the fastest support, please email your full name to eneaissuesmgr@enea.com. Please also include the company and department you are working at.

4 Log in

Log in using the username and password you signed up with. In case you have forgotten your password, you can easily change it by pressing “Forgot Password” on the login screen. The password will be sent to the email address you signed up with.

5 Personal home page

Upon successful login, you will enter your personal home page in EneaIssues. The left column contains the different support projects (one for each Enea product line). The right column contains issue filters. Default appearance of a user’s personal home page in EneaIssues:

While logged in, you can always reach your personal home page by clicking the ENEA logo in the top left corner of the page.

It is possible to configure the appearance of your personal home page. This user’s guide refers to the default appearance of a user’s personal home page in EneaIssues. For more details, please access the help menu items from the question mark icon in top right corner.

6 Create an issue

To track your issues, you must of course create (report) them first. To do this, click on the "Create Issue" link placed in the far right of the main navigation bar.

6.1 Type of issue

  • Project (There is one support project for each Enea product line.)
  • Issue Types
    • Bug (A problem which impairs or prevents the functions of the product.)
    • New Feature (A new feature of the product, which has yet to be developed.)
    • Question
  • Priority
    • Critical – The full system is unusable, with no known workaround available
    • Serious – A component of the system is unusable until a fix is available
    • Minor - Little or no impact on the use of the product

Once all the required fields have been filled, press the "Create" button to create the issue.

7 View issues

Issues can be found and viewed using filters in EneaIssues. By default, users only have access to their own reported issues. However, it is sometimes useful for users to be able to view other users’ issues as well. This is possible for users belonging to a group.

If you want to be part of the company group your colleagues are part of, please ask your manager to email support@enea.com for access to your company group and permission to see other users support case from your company.

7.1 Filters

Issues are organized in support projects (one for each Enea product line) in EneaIssues.
Examples of projects: OSE 4.x and 5.x SC, Polyhedra SC

The support projects are listed in the left column of your personal home page in EneaIssues (see chapter 5). To view the issues in a project, use one of the pre-defined filters for that project (e.g. the filter “All” will display all issues reported in that project).

You can also create your own filters in EneaIssues. To do this, select “Issues” -> “Search for Issues” in the menu on the top of the page. Once a filter has been created, it can be saved for future use. 

8 Issue Operations

Once you’ve created the issue, you can perform several actions, such as adding comments or adding file attachments to the issue. This section will describe some of the common actions that you can perform.

8.1 Comments

To add a new comment to an issue use the “Comment” button from the menu bar placed right under the issue’s summary, on the issue view page. Once you click on it a text edit box will appear where you can enter the comment. Click on the “Add” button to add the comment to the issue.

Screen print

Important note: 
The address issues@enea.com can NOT be used to report new issues, only to update existing issues. Emails sent to issues@enea.com without a valid issue key in the subject will be discarded by EneaIssues. The sender gets no notice of this.

8.2 Attachments

To attach a file to the issue, click on the “More Actions” button from the menu bar on the issue’s view page. From the menu that will appear select “Attach Files”. In the popup window that will show up you can select the files that you want to attach and also add a comment to the issue.

Screen print

Please note that the maximum size of an attachment is 150MB.

9 Email notifications

Each time an issue is updated (with a comment, attachment etc.) an email notification is sent to the following persons:

• Assignee (Support engineer, Enea)
• Reporter (Primary contact person, customer)
• Watchers (Secondary contact persons, customer)

Please note that by default you will not receive email notifications for the updates performed by you. If you would like to change this behaviour you can do that by changing the settings in your Profile page:

To get to your profile page, simply click on your name, in the top-right corner of EneaIssue’s interface. Your profile page will load and in this page you should have the “Preferences” section that should look similarly to the one below:

By clicking on the small pencil icon in the far right of the section you will be taken to the configuration screen. In order for you to receive email notifications for the actions that you perform, the “My Changes” option has to be set to “Notify Me”. Please make sure that this option is set and once done click on “Update” to save the changes.

Important note:
If the Reporter is the person creating an issue and has the “My Changes” option set to “Do not notify me”, the Reporter will not receive an email notification when an issue has been created.

9.1 Watchers

A watcher receives information every time an issue is updated. Every time something new has happened within an issue the watcher will receive an email. As a Reporter you will receive email notifications every time the issue is updated. 

If you would like someone else except the Reporter to receive email notifications each time an issue is updated, please contact the Assignee of the issue.

10 Issue states

Enea support manages the state transitions of support issues. For each state transition, an email notification will be sent (see chapter 9). The EneaIssues state machine for a support issue looks like this:

The initial state of an issue is “Open”. The state machine goes from “Open” via “Delivered” to “Resolved”. “Open Wait Customer” is reached when some action is required to be done by the reporter of the issue (e.g. verification of a test lib or patch) or when some more information is needed. “Delivered” is reached when a fix has been delivered (for a bug) or when an answer has been delivered (for a question or feature request). “Resolved” is reached when the reporter has accepted the delivered solution.

The state of an issue can be viewed in the “Status” field in EneaIssues.