Mantis Bug Tracker at BDR ThermeaBusiness User Manual

Introduction.............................................................................................................................. 21. First time using Mantis...................................................................................................... 32. Access and Login................................................................................................................33. Account management........................................................................................................44. Managing...........................................................................................................................45. Home page.........................................................................................................................56. Viewing a demand.............................................................................................................67. Creating a demand.............................................................................................................7

7.1 Project Selection...........................................................................................................................7

7.1 Ticket entry...................................................................................................................................7

8. Demand lifecycle..............................................................................................................109. Managing a demand........................................................................................................1310. Access to documents on line........................................................................................1511. FAQ...............................................................................................................................16

Introduction

MANTIS has been chosen in order to organize Change Management of IT solutions in the group. It is an open source web based bug tracking system.

As MANTIS is a bug tracker, the used object is called “Issue” in the tool, but as it may not be an issue, we will call it “Demand”, that is a more general term.

Your request will follow the following typical workflow: Creation by a key-user or a business process owner (user type reporter) Evaluation (workload and cost) by IT staff (user type developer) Can be approved by business process owner (user type reporter) Treated by IT staff (user type developer) Receipt and closed by the requester

Based on the IT evaluation, IT team will be able to estimate the date of delivery of the request and the requester will be informed about.

In order to keep up to date the backlog, IT staff working on a request will book the time spent and update the remaining time todo.

1. First time using Mantis

You should have received an email:

Click on the link and enter the password you want for your account.

We have 2 kinds of address that can be used to access the application: From internal network : http://mantis.ddth.corp or http://svm128.ddth.corp From outside network (internet) :

https://itl2support.dedietrichthermique.com/login_page.php

The link sent by the email above is a link for an internal network.If it does not work, you’ll have to replace in the link http://svm128 by https://itl2support.dedietrichthermique.com

2. Access and Login

Mantis is a Web application, the access to this tool is http://mantis.ddth.corp or http://svm128.ddth.corp.

Enter your username and password and click on the Login button.

3. Account management

When you click on “My account”, you can manage your user: Change your password, your email address See which projects you’re assigned on Select some preferences (like unsubscribe to mail notifications, change the language,

…)

CAUTION : Do not change fields “Customer” and “IT Team” that are managed by the system administrator.

4. Managing

Eventually, if you are set as a manager on one or several projects, you can use the “Manage” tab to change settings in a project.If it is the case and you do not know what to do, please ask for help before doing anything. You can either ask your local IT or the Mantis managers at De Dietrich Mertzwiller.

5. Home page

When you log in, you access a page “My view” like following:

Default setting gives you a view of all the demands in all the projects you can work on.In the scrolling list, you can choose one project or one sub-project you want to see particularly. If you want to access directly to a project or a subproject when you connect, you can also set it in the page “My Account”

6. Viewing a demand

By clicking on “View Issues”, you can access to a list of demands that exist (depending on the project that is selected in the scrolling list):

You can set research filters to this list if you are looking for a specific demand. For example, if you have a problem with transaction code MM01, you can set a filter by clicking on “Transaction / Program / Query” and looking in the list if there is Tcode MM01 and if your problem has already been underlined.

7. Creating a demand

Click on the tab “Report Issue”

7.1 Project Selection.

In the scrolling list, choose the project in which you want to create the demand. Click then on “Select project”.Caution, if you alreardy selected a project into the scrolling list (upper right of the screen), Mantis won’t ask you to choose a project.

At BDR , for the request of an existing application, you’ll have access to one project per application and requester company.Example : SAP De Dietrich / SAP Remeha / …./Human Resource De Dietrich/……

You have access to every project but you should only book your request in the one designed for your company.You have access to other projects in order to be able to share tickets between users of a common application.

7.1 Ticket entry.

Fill in all the mandatory details (those with a start “*” before their title). It is very important to include when possible a file detailing the issue or the project. Click then on “Submit demand”.If you want to create several demands into the same project, you can select the tab “report stay”; you will automatically be redirected to the fill-in form.

Important fields: Category:

Specify the process or the domain the request is related.It is used to make an authomatic assignment to the relevant support team. If you want to enter the request but keep it on your side , you have to enter your name in the “Assign To” field.

Assign to:To be used to keep a ticket on your side (enter your name) or to assign the ticket to a particular person. Otherwise, it will be assigned to a team in order to be more widely sent and to prevent that a ticket will not be viewed if the person is out of office.

Bug TypePossible values : BUG / EVOLUTION / ASSISTANCEThis will help IT teams to better understand and prioritize the treatment of the request.

PriorityPossible values : LOW / NORMAL / HIGHAlso used by IT teams to prioritize the treatment of the request (after check).A BUG with a HIGH priority will generate a special message to IT Management Teams. It should therefore only be used for critical situations like a production breakdown due to the bug.

Other fields: Summary

Title of the ticket that will be used in reporting and exchanges

DescriptionDescription of the issue. Think 5W (Whys) : Who/What/Where/When/Why to make a clear description.You can also prepare a document that you’ll attach to the ticket to be able for example to add printscreens. You can use for this the template that is provided in the header of Mantis site.

Uplload fileTo attach a file to the ticket. Can be used several times for sereval files.

8. Demand lifecycle

You can find all these lifecycle details in the pdf “Validation flow”

In the context of maintenance, the lifecycle is the next one:

In the context of a project, the lifecycle is the next one:

In the context of SAP Authorizations (only for Remeha), the lifecycle is the next one:

9. Managing a demand

In the “view issue” tab, click on the identification number of the demand that you want to manage:

You are redirected to the detailed view of the demand:

You can: Manage the status Manage the responsible person See and/or add an attached file Monitor the demand (get an email at every action on it) See and/or add a note See the complete demand history

IMPORTANTIf you want, in one and only step, to change status, responsible person and to add a note, use the following field:

Select the next status, and then click on the button. You will be redirected to a page in which you are able to add a note and select the person you want to send the demand to.

10.Access to documents on line

This menu (on top of each page in the Mantis tool) permits to access projects management documentation that has been delivered by IT:

User listing depending on plant (Excel files).

Documentations linked to Mantis general using (Available in English and in French)

You just have to click on the name of the document that you want to see, and it will open either in your Microsoft Office, or in a separate page in your web browser (depending on the document type).

In the context of project management, you will be asked, every time you open a demand, to fill out a requirement sheet. This document allows the IT team to target and formalize your need.

11.FAQ

This section is empty at the moment, it will be completed according to the issues that we will be subjected.