Issue Analyzer and Reporting System

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 Introduction

• Provides sophisticated tools to capture, review and escalate issues to

helpdesk.
• Analyze issues reported by user and categorize issues so that common
solution can be provided to end users.
• Integrates with legacy or any 3rd party helpdesk.
• Helpdesk tool takes care of assigning issues to SMEs, communicating issue
status to end users.
• SME uses Epiplex500, EPSS Workspace to create solution.
• End user when visit the application screen, dialog, page, control or
encounter the similar issue predefined solution is provided.
• Over all solution reduces end users escalating issues to helpdesk
drastically and increase the productivity.

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 When end user needs assistance?

Type of Message/Errors Description

Information Message This type of messages are for informational purpose. User continues
with the operations.
Conformation Message User would choose the appropriate path to proceed. If user is not sure
what to choose he may escalate.
Warning Message This type of messages are for informational purpose but may have
implication to the process which user is trying to accomplish.
Validation Errors When this type of error occurs, system is supposed to throw appropriate
error message. But many times the error message may not be clear for
the end user to understand the issue and fix it themselves.
Example : Leaving a mandatory field empty , Format Errors (Date,
Number etc) etc.

System /Application Errors With these types of errors, system will throw a error message, that
user will not be able to understand or may not be able to help the end
user to do their routine work.
Ex: Permission/Access issue/ Missing components/ Missing
Functionality/Defect
No Error Message Still there will be many instances where in user encounters Missing
information/Incomplete Functionality/ Unable to proceed with a
process/System is not working as expected

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 Scenario 1

End user encounters an error. EPSS intelligently identifies error and

show the appropriate solution and guide user to resolve the issue.

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 Runtime –EPSS Client on live
Application

Appropriate cuecard is
Application error.
loaded

Steps will guide user to

resolve issue.

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Runtime –EPSS Client on live
Application

Additional Information
like Audio, Video etc.

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 Scenario 2

End user encounters an error. He could not get any solution or not
satisfied with solution provided from EPSS. End user want to report
this to Helpdesk.

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 Issue Reporting

User Encountered an
error which he wants to
report

Report issue from information

gathered by Error Reporting Launcher
Launcher
System
Prefrences
Prefrences
Tasks
Tasks
Feedback
Feedback
Report
ReportIssue
Issue

Exit
Exit
Start

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 Issue Reporting

Subject Enter Subject

Summary Brief Description of error

Second line

Preview Evidence

Previous “n” number

of steps as evidence Edit Recapture
data
Report Cancel

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 Scenario 3

There will not be any errors in the system but there will be many
scenarios where in user encounters incomplete functionality, missing
information, unable to proceed with particular process or system is not
behaving as expected so user does not know what to do next?

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Inquiry Request

Subject Office version details required

Summary Brief Description about inquiry

Second line
Preview Evidence

Edit Recapture

Report Cancel

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 Preview and Edit Evidence Data
Evidence File

Capture Data
1 Click Command Field
2 Enter “MICRO”
3 Select “Value”
4 Press Enter Key
5 Press Ctrl + V
6 Click Invoice
7 Enter Invoice Number
8 Select Invoice Details

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 Runtime –EPSS Client

EPSS Client

After submitting issue, Issue

Analyzer analyze and suggest the
Reporting
Issue reference issue please
number: 34567 wait... Appropriate solution.

Your issue has been reported. Helpdesk will update

you once the issue is resolved.

Audio/Video
Documents
epiLearn

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 Issue Analyzer Flow
Issue Identified

Capture Issue

Predefined rules help to categorize/group issues

Apply Rules and Security
Definitions Security definitions helps to mask/hide the critical
Information while reporting.

Issue Analyzer Identify

Issue History Error Pattern

Escalate to
Helpdesk

Create Solution through

Epiplex500 and EPSS Workspace

Publish
to EPSS

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 Typical Helpdesk view

Issue Analyzer Reference

Id. This will help to
identify Pattern

User can also connect to Helpdesk to

view/manage issues reported by him

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Helpdesk showing particular Issue

Close

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Evidence file captured during issue reporting

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 Issue Analyzer showing consolidated
Issues reported by users

Group Id Description Module Occurrence Help Available

249 Unable to create an issue with category field Registration 10 No
required and no category defined

259 LDAP authentication with group filter issue Login 25 No

348 Can't add members into project Classroom 240 No

356 Custom Field Update gives Internal error Exam 15 Yes

Similar issues reported

by different users

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 Issue Analyzer showing Issues reported
by particular user

Sl. No Analyzer Issue Id Help Desk Id Subject Date Category Reported By

1 23456 432345 Custom Field Update gives Internal error 12/3/2013 Student Vengga
2 23457 432346 Custom Field Update gives Internal error 12/3/2013 Student Bob
3 23458 234672 Custom Field Update gives Internal error 12/3/2013 Student Sukri
4 23459 234582 Custom Field Update gives Internal error 12/3/2013 Student Rizal

5 23460 123654 Custom Field Update gives Internal error 12/3/2013 Student Yus
6 23461 234567 Custom Field Update gives Internal error 12/3/2013 Student Zihan
7 23462 345678 Custom Field Update gives Internal error 14/3/2013 Student Yogen
8 23463 345676 Custom Field Update gives Internal error 12/6/2013 Student Leefa

9 23464 345675 Custom Field Update gives Internal error 12/6/2013 Student Siti

Close
Rule based category

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 Issue Analyzer showing Issues reported
by particular user

Sl. No Analyzer Issue Id Subject Date

1 23456 Custom Field Update gives Internal error 12/3/2013

2 23457 Basic API Authentication does not work 12/3/2013
3 23458 problem to filter custom field which contains Chinese characters 12/3/2013

4 23459 Custom field values of several issue custom field formats don't 12/3/2013
get set/updated properly during email issue creation/reply

5 23460 Email notifications not working as expected 12/3/2013

Close

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 Typical report

Date Issues Occurred Auto Resolved Escalated to Helpdesk

12th Sept 2012 2500 2000 500
13th Sept 2013 3000 2600 400

14th Sept 2013 2800 2500 300

15th Sept 2013 5000 4000 900

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