Who is this article for?

Administrators support with Ideagen EHSQ Enterprise or Decani.

Active Support Plan is required.

TrakWay is the ticketing system for managing Legacy support agreements, handling incidents, enhancements, queries, and requests.

To submit a TrakWay ticket, users need a Subscriber - Participant role within the TrakWay environment. The Main Administrator is the organization’s SME for the Ideagen Success Plans Support Service Legacy SLA. Individuals and teams can be added to a ticket’s distribution list. Notifications can be sent to internal users, external recipients, and team members, including a summary and ticket link. External emails must be entered in the "Non-TrakWay Recipients" field.

If a ticket notification is sent to a team with external members, those without TrakWay access cannot view ticket details but they can see comments in the notification.

TrakWay is a separate subscriber environment from a customer environment. If you have an active TrakWay user account, sign in to manage your tickets.

1. Ticket requirement gathering

Each ticket must clearly outline the task or issue requirements. Clear requirements reduce ambiguity, limit clarifications, and speed up resolution. See Understanding writing requirements for more information.

Before creating a TrakWay ticket:  

• Review the different ticket types below
• Review the following articles for additional information about ticketing workflow and support agreements:
  • Maintenance policies and procedures
  • Understanding support requests

Allocated support request time will be monitored, documented, and rounded to 15-minute intervals, equivalent to a quarter of an hour (0.25), to ensure consistent and precise time management.

2. Requesting access to TrakWay

When a project starts, a Main Administrator is appointed with the TrakWay participant role. This person handles ticket creation, support approvals, ticket reviews, and confirms issue resolution.

The administrator can create tickets to add more administrators or grant company representatives access to application tickets. They may also email a Technical Account Manager (TAM) for these requests.

3. Creating a ticket

Once a user has been given TrakWay access, they will receive a link to log in.

To create a new ticket:

1. Click the Create New button.
2. Choose Ticket.

3. Fill in all the required fields.
4. Fill in relevant optional fields.
5. Click Create.

Providing as much information as you can helps prevent delays or the ticket being rolled back for further details.

Avoid creating tickets with multiple issues or changes
Combining issues can delay processing, as simpler changes wait for complex ones to finish. Multiple issues in one ticket also risk some being missed. Split issues into separate tickets and link them using the Related tab.

We may ask you to include more details or requirements as we work through the ticket. These requirements are often presented as a checklist, which makes it easier to keep track of their status.

[ ] Name the new field ‘Building’ 
[ ] Place it directly below the ‘Area’ field 
[ ] Make ‘Building’ required when ‘Area’ = maintenance 
[ ] …

After submitting a ticket, it is assigned a priority level and sent to the appropriate person for review and categorization. For more information see Navigating TrakWay tickets - Understanding priority weighting

As the ticket progresses through the ticket workflow, comments appear in a read-only timeline at the bottom center. Instructions at the top guide you through each step. For more information see Navigating TrakWay tickets - Following the ticket workflow

4. Ticket types

A ticket can be submitted as one of five distinct types - incident, support request, project request, information request, or improvement idea. Each ticket type is described below. The same ticket types are used for both mobile and desktop related incidents/requests. 

4.1. Incidents

An incident occurs when a software problem is reported. There’s no limit to incidents filed and fixing them is included in maintenance or subscription fees. 

In short, an incident is when something that worked before stops working.

Accurate ticket categorization is crucial as different types follow distinct workflows. Issues requiring business logic changes may need an application process design review. Misclassifying platform-related tickets causes delays.

Examples of tickets not considered incidents include (but are not limited to):

• Users wanting behavior changes when the application meets approved requirements.
• Missed requirements from the original project or prior approved tickets.
• Leadership requests to redesign the application based on preference.
• Changes in reference data format causing display or handling issues.
• Fixing or removing incorrect or duplicate reference data.
• Data from a working interface not appearing as expected.
• Business process changes that no longer align with current workflow settings.

4.1.1. Triaging an incident

Before creating a TrakWay incident ticket, please take some time to assess and document the issue, including capturing screenshots to confirm the scope is as expected.

If multiple users cannot access an area:

1. Try signing in yourself. If unsuccessful, visit the Google home page or another external site to check the connection.
2. If external sites do not load, check for network issues unrelated to the environment, escalate it to the internal network support.
3. Try accessing the sign in page from a non-managed device (e.g., phone or home PC) to see if organizational settings block access.

Tests will fail if IP restrictions are in place, allowing only company network or VPN devices.

4. If access works on non-managed devices, there may be network issues unrelated to the subscriber area, escalate it to the internal network support. Test by pinging the Production area via command prompt: cmd.exe, then ping go.devonway.com.
5. A "request timed out" error may indicate scheduled maintenance. Check the release schedule or technology updates.
6. If maintenance is scheduled, retry after completion.
7. If no maintenance is scheduled but timeout errors persist, escalate it via After Hours Support and On-Call Escalation procedures.

If a single user is not able to sign in:

1. Check that the user is navigating to the correct sign in page.
2. Check that the user is using a supported browser and client configuration. See Recommended client configuration for more information.
3. If the user is navigating to an incorrect sign in page or using an unsupported client configuration, resolve their sign in procedure.

If the user is still having problems signing in after following the above steps (does not apply to Single Sign-On):

1. If the username is not known, look up the user by searching on various criteria such as first and last name or the username. See Managing users for more information.
2. If the user exists but the password is not known, the user can reset their password. See Changing your password for more information.
3. If the user does not exist, have an Administrator create one. 

For security reasons, Ideagen cannot create, enable, or change passwords for users.

If a single user has a problem within the application:

1. If the issue is related to understanding how business processes have changed, escalate it to the process owner for triage.
2. If the problem is a misunderstanding on the part of the user, explain the answer to the user and, optionally, file a ticket to update the training materials.
3. If the problem is with the original requirements or scope, file a ticket to implement a change to the application.
4. If the issue is related to functionality that was once working but now appears broken, escalate it to the process owner for triage.
5. If the problem is a misunderstanding on the part of the user, explain the answer to the user and, optionally, file a ticket to update the training materials.
6. If the problem is an application defect, triage the problem according to the severity guidelines below and follow the stated escalation procedures.

4.1.2. Describing an incident

When submitting a ticket, please answer all relevant questions:

• Which application/module is affected?
• What problem are users experiencing?
• What should users see instead?
• When did the issue start?
• When did it last work correctly?
• Are all users affected, or only those with specific roles?
• Does the issue involve reports? If yes, which ones?
• Have other browsers been tested? Which browser and version are used?
• Can the issue be replicated? If so, provide step-by-step instructions.
• If related to system access or slow response, has access outside the company network been tested? Any recent IT changes?

Include screenshots that show the entire browser window. This means the screenshot should capture not just the webpage content but also the address bar, which displays the URL of the site you are viewing.

Use Microsoft's built-in Snipping Tool to capture and annotate screenshots. This tool is available on all recent Windows versions.

If an incident report concerns mobile, please include:

• Logs, screenshots, or video
• Detailed reproduction steps
• App version (bottom of main menu, e.g., 1.15.0.40303)
• Device make/model & OS version
• Area, subscriber, user account
• Use-case, if relevant
• Can the issue be reproduced...
  • ...by others or on another device?
  • ...in a Test area?

4.1.3. Rating severity of an incident

Incident response times vary by severity. Some subscribers may have different service level agreements. If unsure, refer to the standard definitions below.

4.2. Support requests

Support requests are ideal for minor configuration changes like adding or updating fields, modifying hover help, changing task assignees, or other low-impact adjustments handled by the Account Services team.

They can also be used for training, advice, troubleshooting, or resolving issues such as corrupt interface files.

Download the Support Request checklist in Additional resources below to help define your requirements. Attach the check list to your Support Request ticket. The checklist covers many questions but may not fit every case. Please provide detailed information to clarify your needs.

4.2.1. Support levels

There are four support levels available on a Legacy support plan:

• Silver - Included with maintenance at no extra cost and includes one support request per month.
• Gold, Platinum, Diamond - Requires an additional fee and offer more support requests for business consulting and application changes (larger changes may use multiple requests).

4.3. Project request

When a budget is allocated for application enhancements, select the project request ticket type and specify the active project or continuous improvement.

The assigned Project Manager will ensure proper ticket routing and billing per the agreement. The number of requests depends on the available budget.

4.4. Information request

For questions about Ideagen, our solutions, or platform, please submit an Information Request free of charge. If the response takes over 15 minutes (0.25 minimum increment), your request may be converted to a support request.

4.5. Improvement idea

If you have suggestions for improving solutions, tools, or platform features not covered in subscriber projects, please submit them as Improvement Ideas. We value improvement ideas, as many of our best updates come from users. Often, we can implement suggestions quickly.

Feel free to share your ideas anytime. There’s no limit to how many you can submit.

Further reading

General

• Ideagen Legacy Support Service Level Agreement (SLA)
• Understanding maintenance policies and procedures
• Understanding support requests
• Understanding writing requirements

Troubleshooting

• Viewing the search logs
• Understanding browser cache errors
• Navigating Chrome developer tools