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Reporting Technical Issues with ECM

In order to be successful, it is important to report technical issues as they arise.

For your convenience, issues related to the ECM will be reported online through the Problem Reporting tool, instead of reporting it through the ITSD help desk.

By using this system, the ECM team will be able to identify system issues quickly and forward to appropriate parties as necessary.

Use the instructions below to enter a new ticket.

TO REPORT TECHNICAL ISSUES WITH ECM #

  1. Open the ECM Problem Reporting Tool
  2. Describe the issue in the Brief Description field.
  3. Choose the base office location from the FSD Office drop down.
  4. Enter a Callback Number for the support team to call if further information is needed.
  5. Enter the Computer Name if the issue might involve ITSD support. To obtain this information, click on Start, Right click on Computer, Left click on Properties. The Computer name should display in the Computer name, domain and workgroup settings portion of the screen.
  6. Select FSD Worksite/ECM (IBM Content Navigator) from the System drop down menu.
  7. Choose the Problem Category relevant to the problem being reported:
    • Access Issues-select if user cannot access the ECM, or if proper options will not display. (Try to change or reset your password first.)  NOTE: If requesting access for a new employee, you must submit a request through your local security officer. DO NOT submit an issue report here to request access.
    • Error Received-select if user receives errors when completing normal work.
    • Permission Issues-select if unable to perform a task because it appears user does not have permission.
    • System Performance-select to report issues with pages loading at slow speeds, etc.
    • Unexpected Result-select to report indexing or workflow issues that do not appear to be working as designed.
    • Misindexed/Misfiled Item (ECM)-please use the instructions to report indexing errors, coversheet issues or document screening issues.
    • Mis-Assigned Task (ECM Bulk Assignment)-select to report tasks that are assigned to a worker incorrectly. This ticket will notify the bulk assignment team so the issue can be corrected.
    • Bad Scan to remove (ECM)-select to report bad scans, such as illegible images, images in which multiple customers’ document packets are not split correctly, or missing pages
  1. Choose the Problem Sub-Category relevant to the problem being reported:
    • Scanner Access
    • Activity Report
    • Account Locked
    • Bulk Work Assignment
    • Coversheet Generator
    • Indexing
    • MAGI
    • My Assignments Task Focus
    • My MAGI Assignments
    • Non Document Assignments
    • Suggestion
    • Uploading
    • Virtual File Room
    • (ECM) Unsigned Application
  2. If the issue is specific to a customer, enter Customer DCN
  3. Provide additional details in Comments.
  4. Click Save. Your ticket is submitted.

 

TO VIEW OUTSTANDING TICKETS #

  1. Open the ECM Problem Reporting Tool
  2. Click on the Brief Description hyperlink in the My Outstanding Tickets section to view status of outstanding tickets
  3. If needed, update the ticket by clicking on Edit Item.
  4. Make necessary changes
  5. Click Save

TO VIEW PAST TICKETS #

  1. Click on the Brief Description hyperlink in the My Past Tickets section to view past ticket details.
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