2. What is Orange Tracker - Logging Into Orange Tracker 1.Type https://ot.syr.edu into your web browser (IE not recommended).https://ot.syr.edu 2.Type your Syracuse University NetID into the Username box. 3.Type your Syracuse University password into the Password box. 4.Click Log In.

3. What is Orange Tracker - Project Orange Tracker (OT) is a service management application by Atlassian (JIRA) that has been customized for use at Syracuse University. OT allows each organizational unit or functional group to provide efficient service to their clients by making the service lifecycle transparent and giving clients a way to actively participate in that lifecycle. In Orange Tracker a Project is a means of collecting issues for a group or organization. Issues can be of any nature including requests for service, service disruption, repairs, installations, requests for information and/or records, etc. For example, all issues pertaining to the Service Center at AASC fall under one project with the key HELP. The Key is a unique identifier for each project. Issue HELP-4423 would refer to the 4,423rd issue within the HELP project. - Workflow Workflow is the movement of an issue through various Statuses during its lifecycle. Orange Tracker uses JIRA’s default workflow.

4. What is Orange Tracker Workflow

5. What is Orange Tracker - Component Projects have subdivisions called Components. Components are a means of categorizing types of issues. Examples of components for a Service Center project are hardware, support, software upgrade etc. Components are useful in reporting on issues efficiently. They function as a tagging system within a given project. -Issue Permission Scheme Projects can be public or private. If a project is public, it is intended for the collection of issues from the University population and/or the general public. Public projects are viewable by all Orange Tracker Users. In public projects all Users can submit issues. A project is private if it is meant for internal use and/or includes information of a sensitive nature. In private projects, Project Managers must add each individual that will submit issues to the User role. - Public/Private Issue Security and Permission schemes and role based project membership conventions act together to restrict visibility of issues to members of the project in which the issue resides. While in some cases this effect is desirable, it is often advantageous for Orange Tracker consultants to be able to see issues in projects to which they do not have sufficient permissions.

6. What is Orange Tracker - Observer Once assigned, OT users (or groups) in the Observer role can view and comment on issues within the project, but it restricts the member from editing the issue or executing any issue workflow steps. By default the Observer role will not be populated with any members. Orange Tracker project managers determine who (if anyone) is a member in this role, and consequently who can observe issues within the project. If the project manager would like all OT consultants to have visibility in their project, the group “jira-consultants” can be added to the Observer role. Otherwise, members can be added individually. - User User is the default role in Orange Tracker. Users can report issues to a given Project. For example, a student with a problem sends an email to the HELP Project. This student falls into the role of User. The specific user that reports an issue is called a Reporter. Users only have permission to perform actions on issues that they are Reporters for.

7. - Project Manager Project Managers are Users that manage a project. Users in this role may not work on issues on a day to day basis but would like to be apprised of the project. In addition to the permissions afforded to Consultants, Project Managers can also add/remove Users, change Users’ roles, and add/remove Components within their Project. - Consultant Consultants are Users that perform work on or are responsible for incoming issues in their project. Consultants have permissions to create, search for, perform workflow actions and operations on, and close issues in their project. The Consultant (or Project Manager) assigned to work on an issue is called an Assignee. Certain Workflow actions are only available to the Assignee of an issue. What is Orange Tracker

8. - Email An email address is usually associated with each project. Contact the Project Manager for the corresponding email address. Mail sent to that address will automatically create an issue within that project. Issues created from email populate the Reporter field with the sender of the email, the Summary is populated by the subject line of the email, and the Description field is populated by the body of the email. Note that any recipients in the CC: field of the sent email are added to the Watchers of that issue. Watchers are observers of a specific issue. The standard notification scheme will email the reporter, assignee and any watchers on all events from creation to close of that issue. Only when an issue is Marked as Spam the notification will not go to the reporter. What is Orange Tracker

9. Optimizing the Orange Tracker Experience 1. The OT does not recommend IE for use with OT, as it does not refresh the Gadgets on the Dashboard or open the User Picker. 2. Participate in the OT Community by submitting suggestions, feature requests, and inquiries to the JIRA project at jira@ot.syr.edu.jira@ot.syr.edu 3. Vote and comment on issues in the JIRA project that are a concern for you and your group.

10. Optimizing the Orange Tracker Experience If you will be creating many issues, this may improve your OT experience: 2. Click on the pencil image beside the heading Preferences. 1. After logging in, click on your name in the top right hand corner and click on Profile.

11. Optimizing the Orange Tracker Experience If you will be creating many issues, this may improve your OT experience: 3. Next to My Changes select Do not notify me. Click Update.

12. Choosing a Dashboard Layout To choose a different layout for your dashboard page (e.g. three columns instead of two): 1. At the top right of the Dashboard, click the Edit Layout link. A selection of layouts will be displayed: 2. Click your preferred layout. The dashboard that you see when you first start using JIRA is a "default" dashboard that has been configured by your JIRA administrator. You cannot edit the default dashboard; but you can easily create your own dashboard, which you can then customize as you wish. To create your own dashboard, 1. At the top right of the Dashboard, click the Tools menu. 2. Select either Create Dashboard to create a blank dashboard, or Copy Dashboard to create a dashboard that is based on the default dashboard. Dashboard - Create a Dashboard

13. Dashboard - Add a Gadget 1.At the top right of the Dashboard, click the Add Gadget link. 2.A selection of gadgets will be displayed: 3.Click the Add it Now button beneath your chosen gadget. 4.Click the Finished button to return to your Dashboard. 5.If the gadget you have selected requires configuration, you will be presented with the gadget's configuration page. Configure appropriately and click Save. Consultant

14. Dashboard - Create a Filter 1.Go to Issues, Search for Issues. 2. Click on the New tab. 3. Choose the criteria you want and click Search. Next click the Save button. Consultant

15. Dashboard - Create a Filter 4. Fill in the description and click Save. Consultant Your saved filters will automatically be added to your Favorite Filters. You can view/use your filters by clicking the Manage tab.

16. Dashboard - Add a pre-made or popular filter 1.Click on the Manage tab then click on the Popular tab. 2.Click on the star next to the filter you want to add. 3. The star will light up when the filter is added to your Favorites. Consultant

17. Issue - Create an Issue 1.Click the Create Issue link at the top of the screen. 2.Select the relevant project and issue type and click the Create button. Consultant

18. Issue - Create an Issue 3. The Create Issue screen will be displayed. Type a summary of the issue and complete any other relevant fields. Required fields are highlighted by an asterisk. 4. Click the Create button at the bottom of the page. The new issue will be created and you will see the View Issue screen, showing the issue details that you have provided. The reporter will receive an email containing details and a link to the new issue. Consultant

19. Issue - Create an Issue, View Issue Screen Consultant The new issue will be created and you will see the View Issue screen, showing the issue details that you have provided. The reporter will receive an email containing details and a link to the new issue.

20. Issue Users/Reporter Send an email to the project's email address or to the vanity email address associated to the project. Once the email is received an issue will be automatically created. A confirmation email will be sent to the Reporter. If you are the Assignee, you will only receive this email if you have set your preferences to notify you of your own changes. For example, sending an email to DEMO@ot.syr.edu like this one:DEMO@ot.syr.edu - Create an Issue from Email

21. Issue - Create an Issue from Email Would generate an issue that looks like this: Users/Reporter

22. Issue - Add an Attachment 1.Navigate to the issue you wish to add attachments. 2.Under More Actions click Attach Files. Consultant 3.Click Choose Files to browse to the file you want to attach. 4.Leave a comment (if needed) and select the comment’s visibility. 5.Click Attach.

23. Issue - Update/Edit an Issue 1.Navigate to the issue you want to edit. Please note that you must be the assignee of an issue in order to edit it. 2.Click on Edit link under operations column. 3.Edit the required field(s) and click Update at the bottom. Consultant

24. Issue - Add a Comment 1.Navigate to the issue you wish to comment on. 2.Click the Comment link under the Activity menu. 1.Type your comment, select which users can view it and click Add. Consultant

25. Issue - Assign/Reassign an Issue 1.Navigate to the issue you want to assign. 2.Click Assign link in the Operations section. Consultant 3.Select the correct consultant from the drop down menu and add any comments in the Comment field. 4.Click Assign.

26. Issue - Move an Issue 1.Navigate to the issue you want to move. 2.Click the More Actions drop down list and click Move. 3.Select the correct project from the New Project drop down field. 4. Select an Issue Type if applicable 5.Click Next. Consultant

27. Issue - Move an Issue 6. Update any Custom Fields. Click Next. Consultant

28. Issue - Move an Issue 7.Confirm values for the move. Click Move. There will now be a new key assigned to the issue. Consultant

29. 1.Click Search LDAP on the menu bar. 2.Enter SUID, NetID, or Last Name and click Search. If the user had not been added before, it is added automatically. 1.If the user does not have a NetID, click Create Account and add a valid email address for a username. You may also add a user with a NetID from here. Users - Add a User Consultant

30. Users - Add users to a project role Project Manager 1.Log into Orange Tracker as a Project Manager. 2.Click the Administration link on the top bar. 3.This will display the Administration page, showing a list of projects which you have permission to manage. Click the Name of the project of interest.

31. Users - Add users to a project role Project Manager 4. This will display the Project Administration page. Click the View Project Roles.

32. Users - Add users to a project role Project Manager 5.Place your mouse over the Users box and click on the pencil icon in the upper right corner.

33. Users - Add users to a project role Project Manager 6. Begin typing the name of the user you wish to add in the first box to the left. Once it appears, click Update. You can add groups following the same procedure in the box to the right.

34. Component - Add a new component Project Manager 1.From the Administration page, click on the name of the project you wish to add a component to.

35. 2.Click on Components at the bottom of the left side menu. Component - Add a new component Project Manager

36. 3. Type the name of the component you wish to add. Select a Component Lead, or allow it to be assigned automatically. Then click Add. Component - Add a new component Project Manager

37. Notification Schemes The Notification Scheme determines when the Reporter, Watchers, Consultants and Assignee are notified via email concerning events generated for a specific issue. Possible events include: Created, Updated, Assigned, Resolved, Closed, Commented, Comment Edited, Reopened, Deleted, Moved, Work Logged, Work Started, Work Stopped, Feedback Request. For a description of the available notification roles, click here.click here

38. Helpful Links Orange Tracker on Answers: https://answers.syr.edu/display/ot011/Orange+Trackerhttps://answers.syr.edu/display/ot011/Orange+Tracker Atlassian’s Users Guide: http://confluence.atlassian.com/display/JIRA/JIRA+4.4+Release+Notes http://confluence.atlassian.com/display/JIRA/JIRA+4.4+Release+Notes