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Document Title:
Peak Administration Guide
Document Reference: DEV/APP/SPG/2144
Release:
Abstract:
Document Status:
Author & Dept:
Release Independent
A guide for new administrators of the Peak system (Phase 8+) and
a reference point for existing Pe:
APPROVED
Lina Kiang, SSC
External Distribution: None. Internal use only.
Security Risk
ak administrators.
YES security risk has been considered, see §0.9 for details.
Assessment Confirmed
Approval Authorities:
Name
John Simpkins
Role Signature
Peak Designer and Developer
Date
See Dimensions for record
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL. 2
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations.
0.6 Glossary..
0.7 Changes Expected..
0.8 Accuracy...
0.9 Security Risk Assessment
BN
1 INTRODUCTION.
2
3 OUTLINE OF THIS DOCUMENT.
4 PEAK SUPPORT.
5 MAIN MENU - ADMINISTRATION
5.1 Manage Products......
5.2 Manage Product Groups.
5.3. Manage Users (and their Passwords)..
5.3.1. Restore Deleted Use
5.4 Manage Teams.
5.5 Manage Evidence Type:
5.6 Manage Companies.
5.7 Manage Users Alerts..
5.8 Manage Call Types.
5.9 Manage Target Release:
5.9.1 List of Releases.
5.10 Manage Divisions.
5.11 Manage Closure Types.
5.11.1 List of Categories.....
5.12 Managing User Message:
5.13 Update Call Logger.
5.14
5.15
5.16 New Password (all users).
5.16.1 Password rule:
5.17 Manage Roles...
5.18 Update Progress..
5.19 Stats (all users).
5.20 Monitors (all uss
5.21 Reports (all users
5.22 View Locked Users.
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5.23 View Error Log.....
5.24 Templates (all users).
5.25 Manage Reference Types. 42
5.26 Manage Service Level Targets (SLT] 44
5.27 Manage Reporting Hierarchy. 46
5.28 Manage Contact Points. 47
5.29 Manage Root Causes.
5.30 Manage Target Types.
5.31 Branch Note (OTI Admin role only)..
5.32 OTI (OTI Admin role only)...
5.33 Procedures (OTI Admin role only)
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0.2 Document History
Version No. Date
‘Summary of Changes and Reason for Issue
Associated Change -
CP/PEAKIPPRR
Reference
0.4 02/01/2013 First informal draft
02 17/01/2013 First draft
1.0 03/04/2013 Approvedt
0.3 Review Details
Review Comments by :
Review Comments to :
(*) = Reviewers that returned comments
Mandatory Review
Role
Name
Peak Designer and Developer
John Simpkins (*)
Peak Administrator
Lionel Higman (*)
Peak Support
Dave Seddon (*)
Role
Name
‘SSC Manager
‘Steve Parker
Issued for Information
(*) = Reviewers that returned comments
Position/Role Name
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0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 RMG BU Generic Document Template I Dimensions
CS/MAN/011 2.0 29/06/2011 Peak User Guide
SVM/SDMWKI0009 II 0.1 15/03/2010 Peak Disaster Recovery Dimensions
CSIREQ/I012 0.1 09/06/2003 New PinlCL System Outline PVCS
Requirements
PK/TSD/001 0.4 11/11/2003 Peak Call Management System
Support Document
DE/PRO/O15 24 25/04/2004 Post Office Account Systems Pvcs
Integration Directorate
Incident/Defect Management
0.5 Abbreviations
Abbreviation Definition
cP Change Proposal
DHTML Dynamic Hyper Text Markup Language
EDSC SSC stack on Peak
Gpc Global Delivery Centre (POA 4" Line Support)
GUI Graphical User Interface
HNG-X Horizon Next Generation
HSD Horizon Service Desk (POA 1* and 2" Line Support)
KEL Known Error Log
Msc Manage Service Change
ocp Operational Change Procedure
oTl Open-Systems Teleservice Interface
The standard method for transferring incidents between call management systems.
PHIL Platform Hardware Instance List
POA Post Office Account
ac Quality Centre
QFP Quality Filter Process
RMF Release Management Forum
SDA Self-Decrypting Archive
sl Systems Integration
SLA Service Level Agreement
SLT Service Level Target
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SMC ‘System Management Centre (POA 2" Line Support)
ssc Software Support Centre (POA 3" Line Support)
URL Uniform Resource Locator
0.6 Glossary
Term Definition
Call or Incident Aterm used to reference the Incident/Defect record held in Peak
Peak A Fujitsu Services call management system used by the Post Office Account
PinICL Incident management system which was replaced by Peak
0.7 Changes Expected
Peak is ongoing in its design and therefore features, which may be missing at this release, might be included at a
future release.
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every effort
is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused) sustained as a
result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Introduction
Peak is a browser-based software incident and defect management system. It is the system used by
Post Office Account (POA) Third and Fourth Line Support Units. It enables diagnostic details to be
captured in a searchable format and allows the tracking of problems from detection through to resolution.
Peak was written in-house by the Software Support Centre (SSC) and is now supported by the Peak
Administrator and Development Staff.
2 Scope
The purpose of this document, along with its parent document: “Peak User Guide” (CS/MAN./011), is to
serve as reference to accompany the Peak client interface. To get a thorough understanding of the
interface, Peak Support are advised to read the “Peak User Guide’ first before reading this document.
The “Peak User Guide” covers standard user functionality whereas this document is targeted at Peak
Administrators using the Peak client interface to:
« manage companies, divisions, teams, roles and user
manage call types, target releases, closure types, target types, references, root causes
manage products and product groups
« manage evidence types, alerts, broadcast messages and templates
e view the Peak error log, admin events and list of locked users
* and much more
The client application actually interfaces with an SQL database via several underlying tables and a
limited number of views. Technical details about related tables and files are considered out of the scope
of this Administration Guide.
The specialist functionalities incorporated into the Peak Incident Management System for Release
Management, Change Management and Request Management are also beyond the scope of this
document.
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3 Outline of this Document
All the screen shots shown in this document are just examples. Peak is highly configurable so the same
screen may look slightly different or have different de/activated buttons for each user depending on their
role, browser and user configuration as defined in Preferences, etc.
Throughout this document, the same convention has been used to refer to buttons and screens/pages.
The page name is shown on the top left hand side of the screen and is referred to in this document in
italics whilst the buttons are shown in bold. So “Top Ref in References” means the Top Ref button on
the References page. Recently tabs were introduced to the Call Details page so, for example the Impact
tab, is referred to “Cal! Details - Impact”
Usually, there is more than one way to get to the same function but the main methods are shown below.
1. Using menu driven commands under the main headings: File, Call, Options, Conference, Admin
and Help
2. Using shortcut keys
Shortcut keys only work on the Main Menu screen using lower case letters and only exist for a
limited number of functions — currently none of which are administrative functions. If they are
mentioned in this document, then they will be shown within square brackets: “[ ]”.
3. Using the buttons in the Main Menu
So, for example, to go to the Messages screen, you can use one of the following methods:
1. Via menu, Admin/Administration/User Messages
2. There is no shortcut key for this administrative function.
3. Via Main Menu: Messages button
Note that on many of the pages within Peak, if you hover over the buttons you can get tool-tips with
more help.
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4 Peak Support
The Peak Administrator is responsible for all administrative functions that need to be done within the
Peak system, including:
« creating/updating/deleting users, teams, products, product groups, releases, companies, etc.
e restricting functionality so that only selected users/teams can raise new calls (for a limited set of
releases) or clone calls, etc.
e producing reports to analyse Peak calls.
Peak Development staff is responsible for supporting the live system and keeping track of any
enhancement requests raised verbally/by Peak/e-mail.
Peak users should be contacting Peak Support using one of the following methods:
1. Sending an e-mail to the appropriate group mailbox:
for administration support (e.g. users, Peak routing, etc.)
for system support (e.g. bugs, enhancements, etc.)
2. Raising a new Peak call with the details which should get routed to the ‘Peak HelpDsk’ stack.
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5 Main Menu - Administration
The Main Menu page is the first screen displayed immediately after successful log on.
ee Ee)
Peak Incident Management System - RMG Account
-_Ineident mgmt I (eatnst J] [tea eat [out query]
[new cat] [preferences] [ute print]
Cte] [tegeut ] [Ccotetons
Li treetet_]
I administration I L products] [breductoroupa Lil
[_evicenee 4] [companies J {__aers 4]
[target reiease I Lavisions [etosuretypes I
[Lupeate logger I [contacts] [ecm evens]
Lead [boaate progress] [state]
[reports] [_exerleg J
[_ reterences] [_manage siti] Lotverarcrya]
Lircot cause] Loepettypes]
[release mont] k= ysearcn J maintain I
ka kim
[change mant J listopen J K=m Im
pinks] J searchie I J ise Ket I Gocuments I
[userintrnston Welcome toPEAK* Phe 6 Io
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Delete se Sepia 2012-4.20 1035:
=
t0 anewer version. The old version wil ran in paral withthe new
trator role (with 10 broadcasts)
This page is split off into sections which are visible only if your role permits.
e Incident Management
These functions mainly deal with standard user access to the Peak system and managing a
problem or call when it was first logged through to its resolution and closure.
« Administration
These functions are related to the administration side of Peak such as managing the list of
products that Peak calls can be raised against, etc.
Some administrative functions like changing your own password, managing templates, etc. have
already been described in the “Peak User Guide” because they are available to all users. The
remaining administrative functions will be the subject of the subsequent sections of this
document.
e Release Management, Change Management and Request Management
These functions are beyond the scope of this document.
«Links
These functions interface to systems outside Peak e.g. SSC Website for KELs and Support
documents and TRIOLE for Services (TfS).
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5.1 Manage Products
From the Products screen, you can manage the list of products that incidents can be raised against.
This product list is shown when the User views Call Details - Products. Also a superset of this list can be
seen in the ‘Select Product’ drop-down list.
Peak Call Management System
‘New Product E
Select Product
‘Show Disabled Products
Prodbct Name] Prodbet Gow] APOP 5 Protbet Type reanare =
‘iso Rowing Team) Aras 5 ‘io Rowing Member] Unassigned = Hardsre
Disable ProdoaI
[Restor ] Ada Product
[main window]
Fig.5.1: Default Products form
To create a new product:
> Choose ‘Select Product=New Product’ from the drop-down list.
Ticking ‘Show Disabled Products’ will display all products including those set as disabled.
> Check and/or complete the fields:
Product Name (mandatory)
This must be a unique product name (e.g. Marooned Transactions)
Product Group If none of the existing product groups are appropriate, you can create a new one
(see §5.2) and then come back here to create the product.
Product Type Select either: Hardware, Service or Software.
Auto Routing Team This field is no longer used but must be changed from the default.
Auto Routing Member This field is no longer used but may be left as the default ‘_Unassigned_’.
Disable Product Ticking this field will temporarily remove the product from the displayed
products
list whereas Delete Product will remove the product permanently.
Unticking this field will make the product visible again without you having to re-
enter all the details.
> Press Restore (to discard your edits) or Add Product:
To edit or delete an existing product, choose the product name from the ‘Select Product’ drop-down list
which will automatically populate the fields in this page with details of that product, allowing you edit
those details then Save Changes, Restore (the previous saved version) or Delete Product.
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5.2 Manage Product Groups
From the Prod.Groups screen, you can manage the list of product groups; which is a collection of related
products. For example, the MoneyGram product group consists of the products: MoneyGram RefData
and MoneyGram Web Server. Product groups should make it easier for the User to select the correct
affected product.
The Product Group and Products set up here are shown in the Cail Details — Products tab when selection
can be made using the drop-down lists or the Find Product button. Also a superset of this list can be
seen in the ‘Select Product Group’ drop-down list.
Peak Call Management System
Tarai Grae New Grom Stow Dsbled Growpe
‘Groep Nexba [BD Prodbct Grow Descptoe
FaniyI Bui = Predict Team) aia 5 ‘Alow NULL Prot Disbied
‘Contact Pon] No ConaciPont ‘Contact Nae Coa Phone
[Resi] Aaa sowp I]
Fig.5.2a: Default Prod.Group form
To create a new product group:
» Choose ‘Select Product Group=New Group’ from the drop-down list.
Ticking ‘Show Disabled Groups’ will display all groups including those set as disabled.
> Check and/or complete the fields:
Group Number This number is automatically generated once the Product Group has been
created.
Product Group (mandatory)
This must be a unique product group (e.g. General/Other/Misc).
Description Type in a meaningful description for the product group.
Family Choose a product family and owning product team (currently unused).
Product Team
Allow NULL Products __ Tick this field to allow this product group to have no products associated with it.
Disabled Ticking this field will temporarily remove the group (and any associated
products) from the displayed product groups list whereas the Delete Group will
remove the group permanently.
Unticking this field will make the product group visible again without you having
to re-enter all the details.
Contact Point Selecting a contact point may automatically fill in the contact name and contact
Contact Name phone (§5.14).
Contact Phone
> Press Restore (to discard your edits) or Add Group (which will allocate a unique ‘Group Number’ for
the product group and expand the Prod. Groups form and then use >>Add Product>> to add
products, not already in a product group, to this group or <<Remove Product<< to remove products
from this group).
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Peak Call Management System
BEEING Gx comm, I Siow Deatied Gone ]
‘Group Nabe i01 Product Group] NG Counter DesrpoaI
Fan 6010 5 Prodoct Team] 8 Appe_Des = ‘Alow NULL Predict Dissbied
‘Contact Pon) No ConaciPomt = Consact Nae Contact PoneI
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Prods Notina Groop Prodan Gro
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I <cRemove Produce] ers
BUCBranchSuppon >
Fig.5.2b: Expanded Prod.Groups form - ‘HNG-X Counter’ product group
To edit, delete or clone a product group, choose the existing product group from the ‘Select Product
Group’ drop-down list which will automatically populate the fields in this page with details of that product
group, allowing you edit those details then Save Changes, Restore (the previous saved version), Delete
Group or Clone Group (which creates a product group with the same name and details but not products
— remember to change the name of the cloned product group to avoid confusion).
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5.3 Manage Users (and their Passwords)
Each Peak User should have a Role and belong to at least one Team; where each Team belongs to a
Division and each Division belongs to a Company.
From the Users screen, you can manage the accounts of the users who have access to the Peak
service:
¢ Create or retire user accounts
« Restore a retired user account
« Change users details including full name (which may be updated automatically from the
Fujitsu Personnel database), alert email and SMS, etc.
e Reset the locked account flag, retry count and password to its default known value
e View a user's queries and alerts
Peak Incident Management System
ete See + lace
Taam 517 Conga] ANGAccount > Bak] No soninaranvercie
Used nate LongNameI Vike Stewar Rese Password
Logging Team Cust Sevices = Deni CallypeI Nove : ‘Automated User
‘Alt Ema ike Stevan you com ‘Alert Phooe Nol ‘Chnage Password [Account Locked 1
[Save Changes. ][ Rese ][_DeiteUser_] [[EsiGonact_][_ Vw Searches ][ Viewers )[ Restore DeliedUser
‘Avan Teams Ties Teams
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APOPHostDey © Cust Services
‘APOP Host Rel
‘APSHostDev
‘APS HostRel
‘Copy Teams From User
‘Adam Bowe = [2>00py Users Teams>> J]
ast Logon by ths wer: 2011-08-09 154502 377
Your Peak user is configured with the following parameters:
—
Paved e517
‘Logging Team Cust. Services
[AlTesut 7 IF Car Sones
[ie me Py ni
Fer tame ci oP cw rl aa fi coed oo.
faathegiehnaappepeeatenehen
(ere)
Fig.5.3: Expanded Users form
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To create a new user:
>» Choose ‘Select User=New User’ from the drop-down list.
Ticking ‘Include automated users’ will display all users including those defined as automated users.
> Check and/or complete the fields:
Search Name
UserNumber
Company
Role
Userld
LongName
Reset Password
Logging Team
Default CallType
Automated User
Alert Email
Alert Phone No.
Change Password
Account Locked
To get Peak to automatically complete some of the fields for you using a copy
taken daily at 06:15 of the Fujitsu Personnel database, type in a minimum of 4
characters from the first name or surname then press Search. Then Select the
correct name to populate the following fields: Userld, LongName, Alert Email
and Alert Phone No.
Once the User has been created this number is automatically generated and
should appear on the Users form in the place of ‘Search Name’ field.
For more details see §5.6.
For more details see §5.17.
(mandatory)
This is the username used to log into Peak. If this field has not been
automatically populated by the HR database then it must be manually entered.
Note that the convention is to use:
“<surname><first letter of forename>” e.g. “Worrall-ThompsonA”.
This is usually displayed in Peak rather than the Userld e.g. in ‘Select User’.
Ticking this field will reset the User's password to the known default Peak
password for that User: “<first 2 letters of the surname>_<usernumber>”.
For new Peak users, on entry this field is disabled. When the user has been
created, this field will be set by default to ‘Default team’ and should be changed
to reflect the team that calls created by this user should be logged against.
When the User creates a new call, this is shown in the ‘Team’ field of the New
Call (§5.4).
When the User creates a new call, this is shown in ‘Call Type’ field of New Call.
(§5.8)
Signifies if this account is used by Peak to automatically raise or update calls for
the OTI and QC links, e-mail reader, etc.
The FJ HR database usually populates both of these fields (§5.7).
This forces the User to change their password when they next logon - this field
is automatically ticked for new users, after the Add User button has been
pressed.
If a Peak user fails to log in after 3 attempts, the account is locked. Peak will
then
automatically reset the password to the known default and send an e-mail
containing the new password to the mailbox registered to the user in ‘Alert
Email’.
> Press Restore (to discard your edits), Restore Deleted User (§5.3.1) or Add User (which will
allocate a unique ‘User Number’ for the user and expand the Users form).
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The expanded Users form allows you to change the account details, configure the user's teams, shows
you when the user last logged in and displays a summary of the account.
> Use >>Add Team>> and <<Remove Team<< to individually fine tune the ‘Users Teams’. Or you
can copy the teams from another Peak user by selecting that user from the drop-down list then
>>Copy User’s Teams>>.
Note that when a new user is created, its default team is set to ‘Default Team’. As part of fine tuning
their team membership, ‘Default Team’ should be removed unless their role is some level of
administrator.
> Pressing the Notify New User button, underneath the summary of the Peak User parameters will
send the parameter summary (including ‘User Id’ and default ‘Password’) to the User's email
address. This button is usually used in conjunction with the creation of a new user to send out
forgotten passwords.
Note that the Notify New User button will be disabled if the User only belongs to the ‘Default team’.
>» Press Save Changes, Restore (the previous saved version), Delete User, Edit Contact (§5.14),
View Searches (to delete queries created by the User), View Alerts (to manage alerts created by
the User, see §5.7) or Restore Deleted User (§5.3.1).
To edit an existing user, choose the full name of the user from the ‘Select User’ drop-down list. If you
start typing in the forename, Peak will automatically home in on the long name. Once a user name has
been selected, all the information about that account is retrieved from the database and displayed on the
expanded Users form, allowing you to edit those details.
Auser’s default query is created when they log in for the first time (or the first time they log in after their
account has been restored). When users ask to have their team memberships changed, the Peak
Administrator must remember to delete their default query as part of the process otherwise the user
could be confused because their default query no longer matches their team membership.
Note that a user's Peak login credentials can also be used to log onto the SSC Website. If you want
more access on the SSC Website, like the ability to create (rather than just search KELs) then you will
need to contact SSC Website Support (not Peak Support).
5.3.1 Restore Deleted User
Peak User accounts can never be deleted; they are just disabled or retired which means that you can
restore them at a later date with minimal effort. This usually applies to people who have left and rejoined
the Company.
If Delete User was used to retire a User, then you can restore them using Restore Deleted User which
will display the De/Users page.
Choose the relevant user from the ‘Select Deleted User’ drop-down list. Check the details before
pressing Restore User or Return to Users (to return to the Users form).
Note that the ‘Alert Email’ field in the Users form will not be populated automatically by Peak when a
deleted user is restored. Similarly their user ID will not be restored in the associated Contacts page, refer
to §5.14 to correct this.
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5.4 Manage Teams
Each User can be a member of one or more Teams within the same Company. Each Team is directly
related to a Division and possibly sub-divided by the type of incidents that division handles.
From the Teams screen, you can manage the teams who have access to the Peak service:
* Create or delete teams
« Add or remove users from the team
« Manage the teams default release, target releases
e Manage the team's restrictions
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Fig.5.4: Expanded Teams form
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To create a new team:
>» Choose ‘Select Team=New Team’ from the drop-down list.
> Check and/or complete the fields:
Team Number This number is automatically generated once the new Team has been created.
Teamid (mandatory)
This must be a unique team id (e.g. BDB-Host-Rel)
LongName Type in a meaningful long name for the team (e.g. Branch Database
Development).
Division Define which division this team belongs to — which affects the ‘Available Users’
shown in the expanded Teams form.
Team Leader Signifies which user is responsible for this team.
Default Release Used when a new call is created.
Contact Point Selecting a contact point may automatically fill in the contact name and contact
Contact Name phone (§5.14).
Contact Phone
Team Type This field was used in reports produced by the Peak Administrator during the
migration of Horizon to HNG-X. It may now be used to filter out teams such as
SSCWebsite teams.
OTI Provider Signifies that calls transferred to this team will be transferred over the OTI to the
selected external helpdesk e.g. TfS2.06 is the current TfS helpdesk.
OTI Remote Team Identifies the team on the external helpdesk that the call should be routed to.
Local Admin These fields are used in reports produced by the Peak Administrator.
Second Admin
> Press Restore (to discard your edits), Add Team (which will allocate a unique ‘Team Number for
the team and expand the Teams form).
The expanded Teams form allows you to change the team details, configure the users and releases
available to the team and the restrictions.
>» Use >>Add User>> and <<Remove User<< to individually fine tune the ‘Users in Team’.
> Use >>Add Release>> and <<Remove Release<< to define for each ‘Release Type’, the ‘Releases
usable by Team’. The greyed out entries under ‘Releases usable by Team; are the releases added to
the Default team which are available to all teams.
> To define what the team is allowed/not allowed to do, configure the ‘Team Restrictions’. This
includes restrictions like “The Team may not Clone any Calls” and “No calls may be assigned to this
team” — use the scroll bar to see ail the restrictions.
If team restrictions exist then the “Team Restrictions” heading will have an orange background as.
show in Fig.5.4.
> Press Save Changes, Restore (the previous saved version) or Delete Team (which unlike Delete
User really does delete the team.
To edit an existing team, choose the team name from the ‘Select Team’ drop-down list. If you start
typing in the team name, Peak will automatically home in on the team name. Once a team name has
been selected, all the information about that team is retrieved from the database and displayed on the
expanded Teams form, allowing you to edit those details.
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5.5 Manage Evidence Types
Files such as MS Word documents, UNIX dumps, executables, etc. can be attached to calls as
evidence. These files can originate from various operating systems and be compressed.
When a user adds evidence to a call, they can optionally specify the following properties for the source
file being attached:
Group Item
File Type Release Note, Log file, CSV file, etc.
Compression Type None, CPIO format, ZIP file, TAR file, etc.
Operating System Secure Solaris UNIX, Linux, Windows 2000, etc.
The Evidence page enables the Peak Support to update, delete or create a new item under these
existing evidence groups.
Peak Call Management System
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Fig.5.5: Default Evidence form
To create a new evidence type:
> Choose the appropriate evidence group from the drop-down list (e.g. ‘Select Group=Compression
Types’).
Choose the new item for that group (e.g. ‘Select Item=New Compression’).
> Check and/or complete the fields:
Identity (visible and mandatory if you are adding a new File Type or Compression Type)
Choose a letter (from ‘A’ to ‘Z’) from the ‘Identity’ drop-down list of unused
letters. The Identity will be used to represent this new item internally on Peak
and will not be displayed to the user.
Description (mandatory)
Type in a meaningful description for the new item.
Ordering (mandatory)
Type in a number between ‘0’ and ‘99’. This number determines where this
evidence item will appear in the list to the user (also shown in the ‘Select item’
drop-down list) where ‘0’ is the top of the list. Determine where you want your
new item to be positioned and choose an ordering between the items on either
side of the list.
> Then press Restore (to discard your edits) or Add New item.
To edit or delete an existing evidence item, choose the evidence group and item from the drop-down
lists which will automatically populate the fields in this page with the evidence details, allowing you edit
those details then Save Changes, Restore (the previous saved version) or Delete item.
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5.6 Manage Companies
Companies are an enhanced security feature of the Peak system. It restricts people from different
Companies searching for and viewing each other's incidents. The rules for viewing incidents are:
e Any incident a team in a user’s company has raised
e Any incident assigned to a team in a user’s company
e System administrators may view any incident
« Members of the Provider company can view all calls
Company administrators may only manage users and teams belonging to their company but System
administrators may manage all users and teams.
Incidents raised by users in one company are not visible by users in another company unless the
incident is routed to a team (or actioned on a team) in that company. Users in the company that raised
the incident may always view the incident.
To make a call visible to you even though it has been routed it back to the originating company; place an
Action on your team/yourself. Correspondingly, if you add sensitive information or evidence to a call
which has an action on a different company, these details will a/so be visible to that company.
Currently the Peak system has 4 Companies: Infinite, RMG Account, SSC Website users and POA Joint
Testing. The Companies page enables the Administrator to create a new Company or update, delete an
existing Company.
To create a new Company:
» Choose ‘Select Company=New Company’ from the drop-down list.
» Check and/or complete the fields:
Company Id This number is automatically generated once the Company has been created.
Company Name (mandatory)
Type in a meaningful description of the company.
Company Type Select either:
Provider Company - teams in this Company can see all calls
Supplier Company } teams in these Companies can only see calls raised or
Customer Company } assigned to their own Company
Region Select either: Fujitsu Systems, POA Suppliers or Post Office Account (not
used).
Users in Company Displays a count of how many Users are currently members of this Company.
Contact Point Selecting a contact point may automatically fill in the contact name and contact
Contact Name phone (§5.14).
Contact Phone
> Press Add button to create the company.
To edit or delete an existing Company, choose the company name from the ‘Select Company’ drop-
down list which will automatically populate the fields in this page with details of that company, allowing
you edit those details then Save Changes or Restore (the previous saved version).
Note that the Delete company button only becomes enabled if there are no users in that company. So if
you want to delete a company, remove all of its users first.
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5.7 Manage Users Alerts
Alerts are activated when a specified action or trigger takes place. On the Main Menu there are two
Alerts buttons:
1. “Incident Mgmt” Alerts button which enables standard users to create and update their own
alerts (via the User Alerts screen). They can configure what types of alerts are generated and
what action will trigger those alerts from the User Alerts screen. For more details see the “Peak
User Guide”.
2. “Administration” Alerts button which is only visible to administrative roles and enables
Administrators to update, delete or clone existing alerts belonging to Peak users (via the Alert
List screen). On entry, it will display all the alerts that users have set up on the Peak system
(‘Alert Type=All Alerts’):
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Fig.5.7: Alert List page showing all user alerts on Peak
You can filter this list by selecting a specific ‘Alert Type’ and ‘Subset’ from the drop-down lists.
Alert Type Subset
All Alerts <none>
Event Type Call arrived on team (default), Call responded to, Call closed, etc.
Delivery Type e-mail (default), Mobile phone SMS or PEAK user message.
The other Delivery Types (Pager, Rota, etc.) are not implemented in Peak.
Contact EDSC (default), Peak users and teams.
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For example, selecting ‘Alert Type=Contact’ will display all the possible contacts in the ‘Subset’ drop-
down list then choosing the relevant ‘Subset’ will display any related alerts.
If you click on any of the alerts in the Alert List screen, you will be taken to the Alert Update form which
will enable you to change the details of an alert belonging to another user. This form is similar to the
User Alerts screen which is already described in the “Peak User Guide”. Then select either Save
Changes, Restore (the last saved version), Delete Alert or Clone Alert (to create a copy of an alert for
the owner which can then be edited and saved). Pressing Alerts List or Alerts will take you back to Alert
List.
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5.8 Manage Call Types
A call type identifies the type of incident raised on Peak (e.g. “L — Live Incidents/Defects”, etc.). The Call
Type screen enables an Administrator to manage the different Call Types available to Peak Users. Each
Call Type has its own list of possible Priorities and Response types.
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Fig.5.8: Expanded Call Type form
To create a new Call Type:
» Choose ‘Select Call Type=New Call Type’ from the drop-down list.
> Check and/or complete the fields:
Id By default the next available ‘Id’ letter is shown but you can change it using the
drop-down list. Currently on live, all the Ids appear to have been used but some
Ids have been retired so can be reused - failing that we will use numbers.
Description Type in a meaningful description for the new call type which will appear in the
menu (e.g. “Document Review/Design Walkthrough”).
hidden Ticking this field will hide this Call Type. It could be used as an alternative to
deletion so the history of this Call Type is not lost.
> Press Add Call Type (which will display an expanded Call Type form).
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The expanded Call Type form allows you to change the call type details, create the Priorities and
Response types associated with this call type.
> To create a priority, enter the ‘Priority’, ‘Description’, ‘Target Days’ and ‘Target Hours’ then press
Add Priority. You can continue to add more priorities using the same method or edit an existing
priority and then press Delete or Save Changes button adjacent to the relevant priority.
> Tocreate or change the response categories, press Edit Responses to go to the Categories screen
(§5.11) then select a category and use >>Add Type>> to add this Call Type and Save Changes.
> Press Save Changes or Delete Call Type.
To edit an existing Call Type; including ‘hidden’ Call Types, choose the call type from the ‘Select Call
Type’ drop-down list. Once a call type has been selected, all the information about that call type is
retrieved from the database and displayed on the expanded Cail Type form, allowing you to edit those
details then Save Changes or Delete Call Type.
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5.9 Manage Target Releases
Incidents are grouped into releases. The Releases screen enables you to create, change, list and delete
releases.
Once a release has been created, it needs to be added to the teams who may refer to that release. For
example, the Test teams will be working with a different release set to the Live Support teams. If a
release is added to the “Default team’, it will be available to all teams.
Releases can be broken down into:
e Reported In
e Requested For
e Proposed For
e =©Targeted At
« Released At
Any User may set the ‘Reported In’ and ‘Requested For’ release, but only Administrators may set the
‘Proposed For’, ‘Targeted At’ and ‘Released At’ options.
To create a new release:
» Choose ‘Select Release=New Release’ from the drop-down list.
Ticking ‘Show invisible’ will display all releases including those set as invisible.
> Check and/or complete the fields:
Release Number This will be automatically filled in with the next available release number but it
can be changed.
Release Id (mandatory)
A short description for the release (e.g. “HNG-X 02.13.01”).
Invisible Ticking this field will hide this Release. It is mainly used by Release
Management who wish to ‘delete’ a release — only Peak Support can properly
delete a release.
Sort Number This determines the order in which the releases are displayed (e.g.in the ‘Select
Release’ field and in the Release List).
Description Type in a meaningful description for the release.
Collection Used by Release Management to drive some of the Release reports.
Plan Out Dev These dates should have the format: “dd/mm/yyyy.”
Plan Out Integration Select Reset Dates to reset all these dates for this release.
Plan Into Test
Plan Out Test
Plan Out Live
Reset Dates This button is disabled until the New Release has been created.
Selecting the Reset Dates button will discard any updates to all the release
dates and restore the previous saved dates.
> Press Restore (to discard your edits), Add Release (which will create the release and expand the
Releases form) or List Releases (see §5.9.1).
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The expanded Releases form allows you to change the release details, manage the teams who need to
refer to that Release and to define which release type the release is available to.
>» Use >>Add Group>> and <<Remove Group<< to fine tune the ‘Assigned Deployment Groups’.
All platforms are related to a Deployment Group (which begins with “DC_”) and by associating a
Release with these groups it limits which Peaks may be targeted to them.
» Use >>Activate Type>> and <<Remove Type<< to fine tune the ‘Active Release Types’ .
> Press Save Changes, Restore (to discard your edits), Delete Release or List Releases (see
§5.9.1)..
To edit an existing Release; including ‘invisible’ Releases, choose the release from the ‘Select Release
drop-down list or press List Releases (§5.9.1). Once a release has been selected, all the information
about that release is retrieved from the database and displayed on the expanded Releases form,
allowing you to edit those details.
5.9.1 List of Releases
Pressing List Releases will display the Release List page.
Peak Call Management System
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Fig.5.9.1: Release List page
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This page shows how many Peak incidents exist for each release type (e.g. Reported In, Requested For,
etc.) and release (e.g. HNG-X R4).
By default, the state of the ‘Show Invisible’ releases tick box from the previous page (Releases) is
carried forward to this page and vice versa.
The default order of the list is as set in the ‘Sort Number’ and ‘Release Id’ fields in Releases but you can
sort each column by clicking on the title heading.
Note that release types shown with an asterix (*) against them are included in the “Default team” and
therefore available to all teams.
You can select a release to be edited by clicking the relevant entry in Release List, and you will be taken
back to Releases with the chosen release details filled in.
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5.10 Manage Divisions
Divisions are a grouping of Teams within a Company. They are used to construct a hierarchy of incident
ownership for management reports.
The Divisions form enables Administrator to create, change and delete divisions.
To create a new division:
> Choose ‘Select Division=New Division’ from the drop-down list.
> Check and/or complete the fields:
Divisionld This number is automatically generated once the new Division has been
created.
Division Name (mandatory)
Company Define the company that this is a division of.
Support Manager Choose the Support Manager for the division from the drop-down list.
Description Type in a meaningful description of the new division.
Contact Point Selecting a Contact Point from the drop-down list will automatically fill in the
Contact Name Contact Name and/or Contact Phone (§5.14) or you could type in a new
Contact.
Contact Phone Name and Phone.
> Press Restore (to discard your edits) or Add Division (which will create the division and expand the
Divisions form).
The expanded Divisions form allows you to change the division details and configure which teams are in
this division.
> Use >>Add Team>> and <<Remove Team<< to individually fine tune the ‘Teams in this Division’.
Note that you can only add teams to this division if it appears in the ‘Teams Not in a Division’ list
(that is, if the team is currently not a member of any division). This means that if you want to change
the team’s division then you must remove the team from its original division first.
Vv
Press Save Changes, Restore (the previous saved version) or Delete Di
To edit an existing division, choose the division name from the ‘Select Division’ drop-down list. If you
start typing in the team name, Peak will automatically home in on the team name. Once a division name
has been selected, all the information about that division is retrieved from the database and displayed on
the expanded Divisions form, allowing you to edit those details.
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5.11 Manage Closure Types
The Categories form is used to create new response categories (e.g. ‘62 — No fault in product’) and
assign them to Call Types (e.g. ‘A — Administrative use’, 'C — Cloned call’, ‘L — Live Incidents/Defects’,
etc.).
You can get to the Categories page by pressing Main Menu: Closure Types or by pressing Call Type:
Edit Responses (§5.8).
To create a new response category:
> Choose ‘Select Category=New Category’ from the drop-down list.
> Check and/or complete the fields:
Category Number (mandatory)
Choose a previously unused category number (greater than zero).
Description Type in a meaningful description for the new category (e.g.’ No fault in product’).
Response Type Define whether this category is for a Pending (default) or Final response.
Note that a response type of ‘Pending’ will not close the call whereas ‘Final’ will.
Report Pivot This field is used in reports produced by the Peak Administrator. Select one of
the following:
Raised Awaiting Resolution (default)
Fixed Awaiting Test
Resolved Awaiting Closure
Resolved Awaiting Fix
> Press Display List (see §5.11.1), Restore (to discard your edits) or Add Category (which will create
the release and expand the Releases form).
The expanded Categories form allows you to change the category details and associate this particular
Response category with one or more Call Types.
> Use >>Add Type>> and <<Remove Type<< to edit the ‘Categories Call Types’ — which will be
added in ascending id order.
> Press Save Changes, Restore (the previous saved version) or Delete Category (to delete this
category).
To edit an existing response category for this call type, choose the category name from the ‘Select
Category’ drop-down list or press Display List (§5.11.1). Once a category name has been selected, all
the information about that category is retrieved from the database and displayed on the expanded
Categories form, allowing you to edit those details.
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5.11.1 List of Categories
Pressing Display List will display the Category List page. This page shows all Call Types (e.g. ‘A —
Administrative use’, ‘C — Cloned call’, etc.) are associated with all or a particular Category (e.g. ‘62’).
By default, the ‘Category’ will be pre-filled with the category chosen in the previous page (Categories)
and the ‘Call Type=All Call Types’ (by default) but both fields can be altered using the drop-down lists.
You can select a category to be edited by clicking the relevant entry in Category List, and you will be
taken back to Categories with the chosen category filled in.
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5.12 Managing User Messages
Peak Administrators can broadcast messages to all Peak users, a particular company, specific team or
user. These Information messages are shown in the Main Menu and can be used to advise users of new
developments in Peak, any planned outages, etc. (see the “Peak User Guide” for more details).
Peak Call Management System
Peak User Messages *
Thseae Fase
ote Spins 202.630
(Onthe evening ofthe Monday 30th Ape we are migrating he exisng TS epdesk to a newer
Messe ade 88 Crem te Shs aT 2013-04-20 105
Message Test
EF] I
. zl Eee
30 Uses hve ead esape
[LtentossogeJ[_ Seve Cronos JL Revere [Crow ssage—]
Fig.5.12: Messages screen- viewing existing memo
The top of the Messages screen shows a sorted list (with the latest broadcast at the top) of all the Peak
User Messages that have been sent and either have not been read and then deleted by all its intended
recipients or have not been deleted by the Administrator. Note that if a memo is intended for one user
and that user reads/deletes it then it will no longer appear in this list.
To send a new broadcast:
> Check and/or complete the fields:
Message Index These will be automatically generated once the broadcast has been created.
Creator
DateTime
Message Text Type in the message as HTML; which can contain hyperlinks or pictures. To
Message Preview check the HTML is correct, you can Preview Message which will render the
HTML in the ‘HTML Message Preview’ field.
To check the spellings, you can use Hho run the spell checker.
Readership Define the Users you wish to see the broadcast:
Global (default is all Peak users)
Company } If you select any of these 3 options, you will also need
Team } to define the specific Company, Team or User.
User }
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Style Define the type of broadcast:
¥ Information (default)
A Warning
% Enhancement
® Administration
Another type of broadcast is:
™ Alert sent when a user configures an alert to send a “PEAK
user message” when a specific event has been
triggered (see the “Peak User Guide” for more details).
> Press New Message (to clear the whole form), Restore (to discard your edits) or Add Message (to
generate the ‘Message Index’, ‘Creator’ and ‘Date Time’ then actually send the broadcast).
To edit a broadcast that has already been sent so that any Users, who have not read/deleted the
broadcast, will see the updated version however those Users who have read/deleted the previous
version will not see the new version:
> Use the scroll bar in the ‘** Peak User Messages ***’ field to find your broadcast. Then press the Edit
button next to the message. This will populate the rest of the fields in the Messages form with its
details for you to change.
> You can see a count of how many users have read the message:”X Users have read this message”.
> Press New Message, Save Changes (to send out your changes to the existing message), Restore
(the previous saved version) or Delete Message (to remove the message from the Peak System).
Note that new users will automatically receive all undeleted broadcasts targeted at them.
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5.13 Update Call Logger
Once a Final Response is added to an incident, it is routed back to the incident Call Logger. Normally
this is what is required but sometimes the logger is not the correct person to return the incident to or
maybe the logger has left the company. The Call Logger form allows the Administrator to change the
Call Logger of a Peak incident to another user in the same logging team.
To change the Call Logger of an incident:
> Type in the Peak incident reference in ‘Select Call’ (with the format: “PCOnnnnnn”) then click Find.
>» The Call Logger form will be expanded to display some of the properties from the original Peak call,
including ‘Summary’, ‘Status’ and ‘Current Call Logger’. Use this information to verify that this is the
relevant incident.
Peak Call Management System
[ Taatalronms ]
SETS appicadcalas 7 maoched operaioa capil) I er
Gare Cal Lope]. Coven Cal EDSC
Tee CalLogse Concreco_ z [am z [Lox]
(Cain indoor]
Fig.5.13: Expanded Call Logger screen
> Select the ‘New Call Logger’ from the drop-down list of users and teams then click Change.
» The Call Logger form will be re-displayed with an updated ‘Current Call Logger’.
Any changes made here will be recorded and seen via Admin Events (§5.15).
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5.14 Manage Contacts
When a new user is created, Peak automatically creates a contact for the user using much of the same
details. The Contacts page enables the Administrator to create, change, and delete a User's Contact
details. It can also be used to store additional information on Peak users like personnel id, contact desk
phone and address/job description.
Note that Peak Alerts are sent to the ‘Alert Email’ and ‘Alert Phone’ entries set up in the Contacts page;
which could differ from that defined in the Users page.
To create a new contact:
> Choose ‘Select Contact=New Contact’ from the drop-down list.
> Check and/or complete the fields:
Contact Id This number is automatically generated once the new Contact has been created.
User (mandatory)
Select the user from the drop-down list from which the contact details will be based.
Company This will be automatically generated from the Company of the User once the new
Contact has been created.
Forename When a new user is created, these fields are copied from the Users page but
Initials they can be changed here in the Contacts form.
Surname
Alert Email Alerts are sent to the email and phone entries defined in these fields.
Alert Phone
UK Id If this field is populated, then it will be used to match on the User in the Personnel
database each night and extract their ‘Alert Email’, ‘Contact Phone’ and ‘Address/Job
Description’.
Contact Phone Unless the ‘UK Id’ field is empty, these fields will be automatically updated each night
Address/Job _ with information from the Personnel database.
Description
> Press Restore (to discard your edits) or Add Contact (which will allocate a unique ‘Contact Id’ for
the new Contact.
To edit, delete or view alerts for a contact, choose the existing contact name from the ‘Select Contact’
drop-down list which will automatically populate the fields in this page with details of that contact,
allowing you edit those details then Save Changes, Restore (the previous saved version), Delete
Contact or View Alerts (to manage alerts created by the User, see §5.7).
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5.15 View Admin Events
Whenever an administrative change is made to Peak, an event is recorded for audit purposes. The
Admin Events page will display a read-only list of these events which can be filtered by Event Type.
To view all the administrative events of a selected type, choose the relevant ‘Event Type’ from the drop-
down list.
Peak Call Management System
TERGETIP TTT] Urdetng Evidence ~ ]
rest Tipe De Dael
[Updating Evidence IAdded new Evidence Item - Windows 7 [fobn Simpkins [2011-08-25 10:46:59 313
[Updating Evidence [Added new Evidence Item B - Obscated Fie) [John Simpkins [2010-07-06 09:30:38.723
(Cpaating Evidence [Added new Evidence tem - Windows 2003" [Yehn Simpkins [2009-11-25 1724:57.750
(Cpdating Evidence [Updated Evidence lem Tix - Lint [fob Simpkins [2009-11-28 172417 343
(Cpdating Evidence [Added new Evidence tem’ - Lyi [Joba Simpkins [2009-10-22 17.07.17 647
(Cpdating Evidence [Cpdated Evidence Item Z XML fle [Joba Simpkins [2008-10-22 160828 290
(Cpdating Evidence [Updated Evidence Item 'O - Other [John Simpkins [2008-10-22 1608.23 040
(Updating Evidence [Added new Evidence lem Z - XML Be [Zohn Simpkins 2008-10-22 160408 913
[Updating Evidence [Added new Evidence tem 'V - CSV fe" [Yohn Simpkins [2008-10-22 1603:48.163
[Updating Evidence [Updated Evidence Item K - Sel Decnptng Archive [John Simpkins [2006-08-11 13:29:34 540
(Cpdating Evidence [Added new Evidence Item K - Self Decrypting Archive [Jebn Simpkins [2006-08-11 13:29:18 527
[Updating Evidence [Added new Evidence Item Image / Picture’ [John Simpkins [2008-09-22 11:27:02 600
(Cpdating Evidence [Updated Evidence Item Secure Solaris (UNDX - Secure Solaris UNDO [John Simpkins [2008-07-01 105231 380
[Updating Evidence [Updated Evidence Item Windows 95 - Windows 95 [Joba Simpkins [2008-07-01 1052.02 990
[sin window]
Fig.5.15: Admin Events page
For each event, the ‘Event Type’, ‘Description’, which Administrator did the update and when they did it
is shown. The default order of the event list is ascending date order (with the latest change at the top)
but you can sort each column by clicking on the title heading.
5.16 New Password (all users)
Refer to the “Peak User Guide” for details of this function.
Note the secure Password page enables users to change their own password whilst Administrators need
to use the Users screen (§5.3) to change the password for any user.
5.16.1 Password rules
Peak passwords adhere to the following rules:
e minimum length of 7 characters
e MUST contain at least one capital letter, lowercase letter and non-alphabetic character (digit or
special character such as *, %, #, etc.)
e last 6 passwords cannot be reused
e Passwords will automatically expire after 50 days
e Failure to logon 3 times locks the account
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5.17 Manage Roles
A role is assigned to each Peak user. Their role determines what buttons are dis/enabled for that user
and what the user is allowed to do on Peak; which is usually dependent on the status of the call and
which team the call is assigned to). For example, the task of routing an incident has the following
possible permissions:
Route Call, Status Open, Assigned to user's Team
Route Call, Status Open, Assigned to any Team
Route Call, Status Pending, Assigned to user's Team
Route Call, Status Pending, Assigned to any Team
Route Call, Status Final, Assigned to user's Team
Route Call, Status Final, Assigned to any Team
Route Call, Status Closed, Assigned to any Team
Most Peak users belong to the ‘No administrative role’ (the default role) which is not allowed to change
the Target Release, Priority, Contact, Close calls, Send over OTI, Reopen calls or Enter SQL in Query
Builder.
To give an up-to-date and instant view of which user belongs to which role and what each role can do, a
spreadsheet is maintained by the Peak Administrator.
Note the Company Administrator role may only update the users in their own company whereas the
System Administrator role may manage all users and teams.
Cc CC F038 = Seach,
Peak Call Management System
[ SEERA G- OC Locaradmmavaor ~ ]
[ Desaription] GOC Local Administrator [change ) ]
Roe Pema Tabet
[Ek Cal Type, Stats Open, Assigned towers Team.
[Et Cal Type, Sams Open, Assigned to Any Team.
[Edt Cal Type. Sams Pending. Asined to wes Team.
[Ei Cal Type Stns Pending. Asiped to Any Team.
[Es Cal Type Stns Fan Assigned towers Team
IB Cal Type Stns Final Assigned to Any Team
[Ek Cal Type, Stns Closed, Assigned wo Any Teams 4
There wer tire
[Losier Rote] I [_ Restore Saved I [Seve chenges
(Cesin window]
Fig.5.17: Expanded Roles form
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To create a new role (e.g. “G — GDC Local Administrator):
> Choose ‘Select Role=New Role’ from the drop-down list.
> Check and/or complete the fields:
Id By default the next available ‘Id’ letter is shown but you can change it using the
drop-down list.
Description Type in a meaningful description for the new role which will appear in the menu
(e.g. GDC Local Administrator’).
> Press Add New Role (which will display an expanded Roles form).
The expanded Roles form allows you to change the role description, set permissions for the role and
delete the role.
> To change the description, type in a new ‘Description’ and then press Change.
>» To enable permissions for this role, tick the box adjacent to the relevant permission and disable by
unticking the box. Use the scroll bar to see all the available permissions.
> You can see a count of how many users associated with this role:"There are X users in this role”.
> Then press Delete Role (even if there are users associated with the role — these users will
automatically have their role changed to ‘No administrative role’ in the Users page), Restore to
Saved or Save Changes.
To edit an existing role, choose the role from the ‘Select Role’ drop-down list. Once a role has been
selected, all the information about that role is retrieved from the database and displayed on the
expanded Role form, allowing you to edit those details then Save Changes or Delete Role.
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5.18 Update Progress
Normally once progress has been added to a Peak incident, it cannot be altered. But if the progress
contained an unprintable character which meant that it could not be displayed or if the progress
contained secure information which should have been obfuscated then the Progress Text page will
enable an Administrator to alter historical progress.
Peak Call Management
yystem
[ ‘Cal Reference] PCO135935 (Progess_) ]
Dae Tor Props Le
eee ee [ALL #0033595 opened :
2006.08.24 1406 [Mark Hig mearyis.2-29 New - missing version no - og sanue
[2006-05-24 14.06 [Mark Higsnbortom Cain eves colar cera saia: im
lo06.0s-28 1406 [Mack Higotomn fee call Peiceity econ
~ (range
es (cme Te the Team Heaber) WIEN Pilot Ralibow *
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o06.06-08 08:10 I Mat Manager_ originator t Anvp Sans. (masie —
_ — erigned to Mark Wigginbotcon for vesting zi _
coats octane fine Cail record han been assigned co the Team Weber Wark Rigginportom > =
= 2006-06-06 10: 008 ERROR con. fujiteu.ukpo.ves.repository.service.ServiceRegieery — > (.Ghange,)
006.06-06 1100 Mark Hiesebotom fine call pricrity tenovB J
i]
7 =e fine Cail record han been ansigned co the Team Weber RNG-X.Pilot-Malibon
Fig.5.18: Progress Text page — ‘PC0135935’ progress
To update the progress of an incident:
> Type in the ‘Call Reference’ (e.g. PC0135935) then click Progress. This will display all the progress
related to this call along with ‘Date’, ‘User’ who added the progress and the ‘Progress Line’.
» Change the relevant ‘Progress Line’ (if necessary use the scroll bars to see more text) and then click
Change.
> A pop-up box will be shown for you to type in the Update Progress Administrator password before
the progress is updated and logging an event that can be seen via Admin Events (§5.15).
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5.19 Stats (all users)
Refer to the “Peak User Guide” for details of this function.
5.20 Monitors (all users)
Refer to the “Peak User Guide” for details of this function.
5.21 Reports (all users)
Refer to the “Peak User Guide” for details of this function.
5.22 View Locked Users
Users can get locked out of Peak in one of two ways:
e after 3 or more failed logon attempts
In this case, Peak will automatically reset the User's password to the known default, unlock them
and then email the password to the User using the address set in the Users page.
or
e if Peak Administrator decides to intentionally set the user account to locked (via the Users
screen).
The Locks page lists old defunct Peak user accounts that were locked by Peak Administrator —
sorted with most recent at the top.
rok seach
Peak Call Management System
Locked User Accounts
Tai TaN Da Lat Log
[Gaexi IGet Accom booror-o+ 0754
[scram [SMC Skt Team? oor.02-28 1545
ISMC Power Back Us oos.08-071732 006.0731 141
IMCDESE —[SwICDeae os.07-19 1649 006.07. 17 ae 1
[Dsnoi —[Peak Deno Uo oos-of-36 1501 poe 04 260938 1
[aan window]
Fig.5.22: List of users locked out of Peak
If you click on the ‘User Id’ link, you will be taken to the Users page from where you can unlock the
account (§5.3).
If there is an ‘Email’ link, then clicking on it will generate an email to that user with the “Subject: Locked
Peak Account”.
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5.23 View Error Log
If a user experiences an error whilst using Peak they will be taken to the standard Error page, details of
the error are logged and an e-mail is automatically sent to the Peak Administrator's mailbox — to be dealt
with by Peak Development.
On entry, the Errors page lists all the user generated errors that have not been acknowledged — sorted
with most recent at the top (but you can sort each column by clicking on the title heading).
User I CatReernce I Module
ho12.0s fees The Tenn Dev Int Rel hs arestsion
hs 7218022 f\lamaRowe _feqing te Rot Conse to beset before rout Nowe woe [CA
hisir30
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faay Maye IPC0218226 farce fearing te Root Cameo best bfee routing [Nose one
lisieso fasta Use the bowser Back buon to ret
he cide
12-08. Fegan the Tart lense tobe set btore
hs fany Maye IPC0218226 fvtMammaioue _foutng cals tot The Team Devlat Relhasa [None woe [aa
hieans2 festicton reqtig the Root Case tobe st
12-08.
7218253 famine feqaing te TaetRelese tobe set before [None Nove
herei9
hizo.
CU
5 IseLECT * FROM fCompansCalDets(-2875) WHERE [CALL a
Joconi2s7s IcaDeadsjap _ICompany Acces Vision es pes one noniedge
linasss
[was SOL reap [Microsa[ODBC SQL Sener Divr]Comecion
fos wth ess or ther ha
fm bc ode Jdbc Ode creteSQLEcepion cb j6879 at
[rn ine HapSPSart ee pISPSenet ja) at
Fig.5.23: Errors page
This will display all the errors along with ‘Timestamp, ‘User’ who caused the error, “Module’, ‘Error
Reason’, ‘Last SQL command’ and ‘Roll-Back Status’.
Once an error has been investigated, it can be Acknowledged which removes the error from this
particular list but its details will not be deleted.
Ticking the ‘Display All Alerts” box will list a// user-generated errors; whether they have been
acknowledged or not.
The types of errors that Peak Support should be worried about are Timeouts and SQL Exceptions.
Although an e-mail is also sent to the Peak mailbox, the Errors page displays more detail and can be
used in the trend analysis of errors.
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5.24 Templates (all users)
Refer to the “Peak User Guide” for details of this function.
In the Template screen, only templates which are categorised as ‘visible’ are shown in the ‘Select
Template’ drop-down list. If the User selects a template, owned by a team they are not a member of,
then the details of the template are displayed but it cannot be edited and the Add Template, Save
Changes, Restore and Delete Template buttons will be disabled
Note that as long as the User is a member of the team who owns the template then they can create and
manage their incident progress templates.
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5.25 Manage Reference Types
References to Work Instructions, MSCs, OCPs, Peaks, etc. may be associated with a Peak incident.
Some references (like KELs and TfS calls) will appear as hyperlinks; which enables the User to click on
the link to be taken directly to the reference which could be on an external system. Refer to the “Peak
User Guide” for details on how to create and use references.
The References page enables Administrators to create, change or delete the reference types available to
the User and their associated templates.
Peak
Peak Call Management System
I Seka Raaeace Type] WSC 5
Refeee Trp]use Gimmes - [oe [Loman
Templates
Telok: [Delt
Isleakwp [Delo]
TriodowE (oA Tompi
[seve chonges =)[__ Dette Retronce —)
[Templates wre used to lp the user cafe the correct formation a Reference They use the folowing special characters to coal apa
x Any single character
Any single dst
Any mumber of characters
[This allows templates such as "PCannaann for PEAK references or ‘PWY_WP_*' fora Work Package Sometimes a singe template cannot describe all combinations
favadable, rather than jus use’ mutiple templates may be added for a singe reference type
lttyou which to enter a closed list of options to selec frm, check tick box Ts look-p ths wil ot reat the vale as a format mack but rather as an absolute vale.
Fig.5.25: Expanded References page — ‘MSC’ reference type with two templates
To create a new reference type:
> Choose ‘Select Reference Type=New Reference Type’ from the drop-down list.
> Check and/or complete the fields:
Reference Type (mandatory)
This must be a unique reference type.
OTI Reference Selecting Yes’ used to hide this reference in the References form so that users
could not see or delete them. However, this has now been superseded by the
‘Hidden’ flag on this form.
Ordering Specify where this reference type will appear in the drop-down list.
Hidden If ticked, Users will not be able to select this reference type since it will not
appear in the ‘Add Reference Type’ drop-down list in the References form. This
hides references used just by the system such as OTI, etc. so Users cannot see
them moreover delete them.
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> One or more templates can be set up for each reference type. Templates help users to enter the
correct format for the reference. To define the format of your new reference type, use the following
special characters in the ‘Template’ field:
ba to mean any single character (including digits)
n to mean any single digit
* to mean any number of characters (including digits)
For example, defining the template “AlnnnnH” means that the expected format for the reference is the
characters “Al” followed by 4 digits ending with the “H” character.
Sometimes it is not possible for a single template to describe all the combinations available so rather
than use “*”, you should create multiple templates for the single reference type.
Is look-up If ticked, the value in the ‘Template’ field will be treated as an absolute value
(like ‘High’, ‘Medium’, ‘Low’) rather than a format mask (e.g. ‘n’ representing any
digit or ‘x'representing any character).
Use this to generate a fixed list of options for the User to select from. For
example, the ‘MSC’ reference type can only be one of two possible values so it
has two templates: ‘043Jnnnnnnn’ and ‘043Jnnnnnnn-nn’.
> Press Add Reference to create the reference type and any associated templates.
To edit, delete or view reference types or their templates, choose the existing reference type from the
‘Select Reference Type’ drop-down list. This will automatically populate the fields in this page with
details of that reference, allowing you edit those details then use Delete (to delete the template), Add
Template (to add another template) or Save Changes, Delete Reference (which deletes the reference
as well as its templates).
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5.26 Manage Service Level Targets (SLT)
Service Level Targets (SLTs) are calculated from the time an incident is routed to a selected team
and/or user. Incidents with different priorities may have different SLTs.
The report “SLT Summary” (in the Reports page) shows a list of all the open incidents with active SLTs.
The SLTs page enables Peak Support to create, change or delete the SLTs for incidents.
Peak Call Management System
TEASE ines ~
SLT Name] inerstage
StartwhenroutedtoITeam WierstageDev + User AnyUser s
Emad alert when SUT remaining tine equals[Days. Nove Hows 1Houw ~ Email Address. parker
[Save Changes _J[_ Delo SUL
Fist Sakeled Taps
a 1 ay bos Dette
B 7 days 0 hours: [Delete
c 14 ps Oboes =
D 28 days 0 hours Delete I
AL Deore > Hows Nore > 7A Prony
[ain window]
Fig.5.26: Expanded SLTs form — ‘interstage’ SLT with 4 Priorities
To create a new SLT:
> Choose ‘Select SLT=New SLT’ from the drop-down list.
>» Check and/or complete the fields:
SLT Name Name the Service Level Target.
Start when routed to
Team At which point do you want to start measuring from: when the call is routed from the
User specified team and/or user.
Email alert when SLT remaining time equals
Days You may set up an email alert when the SLT remaining time equals the Days/Hours
Hours specified.
Email Address
> Press Add SLT to create the SLT and expand the SLTs form.
The expanded SLTs form allows you to change the SLT details, associate different SLTs with different
priorities or delete the SLT.
> Choose a Priority from the drop-down list (‘default=ALL’), a Service Level Target in Days/Hours then
press Add Priority. You can add more priorities for this SLT in the same manner or Delete an
existing priority.
> Then press Save Changes or Delete SLT.
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To edit or delete an existing SLT, choose the SLT name from the ‘Select SLT’ drop-down list. Once an
SLT has been selected, all the information about that SLT is retrieved from the database and displayed
on the expanded SLTs form, allowing you to edit those details and priorities then Save Changes or
Delete SLT.
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5.27 Manage Reporting Hierarchy
The Hierarchy page was intended to be used in reports created by the Peak Administrators but in reality
they use a different mechanism external to Peak. However its functionality will be described in this
document for completeness.
This page enables the creation, update or deletion of the reporting hierarchy used to break down
incidents, by 5 levels of management. Any hierarchies containing a selected user at a specified reporting
level can also be modified.
To create a new reporting hierarchy for a selected manager (e.g. ‘Level 4— Analysts -David Cooke’):
» Choose ‘Select Manager=New Manager’ from the drop-down list.
> Check and/or complete the fields:
Level Define which hierarchy level is being defined: between ‘Level 1’ and ‘Level 5’.
Title (mandatory)
Give the hierarchy a meaningful name (e.g. ‘Analysts’).
Manager Choose a manager for this reporting level (e.g. ‘David Cooke’).
Previous Hierarchy If you are defining a Level 1 hierarchy then you can select a division otherwise
select a previous level from the hierarchy.
> Press Add New to create the hierarchy and expand the Hierarchy form to display the ‘Company’,
‘Division’ and the hierarchy of each report containing the specified manager at the current reporting
level.
Teal [eae [ER oorctoae 7
Previous Hierarchy] Level Analyste David Cooke ~
Seve Changes I Restore J[ Dele
‘The seted Manager wedi he alowing oper
(Coapasy ison [Gove Tie [level 1 Manager [level2 Tee Flevel 2 Manager [Level 3 Tle [Level 3 Manager [eve 4 Tie [Levels Manager [Level Tie [Level 5 Manager
JPM Accoust FING-XArctectare [Arctecre fol [Ascites & Anas ful [eats [Dad Cooke [Anais [David Cooke foul il
Fig.5.27: Expanded ‘Hierarchy’ page - all reports where ‘Manager=David Cooke’ is at ‘Level 4’
To edit or delete an existing hierarchy, choose the hierarchy title from the ‘Select Manager’ drop-down
list. Once a hierarchy has been selected, all the information about that hierarchy is retrieved from the
database and displayed on the expanded Hierarchy form, allowing you to edit those details then Save
Changes, Restore (the previous saved version) or Delete (the manager).
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5.28 Manage Contact Points
Contact points are used in the Hierarchy reports (§5.27) and they represent external contacts, not users,
e.g. Company, Division, External Alerts (which is not supported in Peak), Product or Team.
To create a new contact point:
> Define what type of contact point you wish to create from the ‘Contact Type’ drop-down list:
Company, Division, External, Product or Team — this selection affects the entries displayed in the
‘Contact Name’ field.
> Choose ‘Contact Name=New Contact’ from the drop-down lists.
> Check and/or complete the fields:
Contactid This number is automatically generated once the Contact has been created.
Contact Type Type of contact point: Company, Division, External, Product or Team.
Name Type in the name of the Contact.
Address (not used)
Contact Phone
Mobile Number
Email
> Press Restore (to discard your edits) or Add Contact (to create the contact point and display a
count of how many times a Contact Type has referred to this Contact Point).
To edit or delete an existing contact point, choose the ‘Contact Type’ and the contact name from the
‘Contact Name’ drop-down lists. Once a contact has been selected, all the information about that contact
is retrieved from the database and displayed on the Contacts form, allowing you to edit those details
then Save Changes, Restore (the previous saved version) or Delete Contact.
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5.29 Manage Root Causes
Before closing a problem or incident, the user should identify the root cause. For reporting reasons,
users are only allowed to select from a finite list of possible root causes. The RootCause page allows the
administrator to manage this list.
To create a new root cause:
>» Choose ‘Select Root Cause=New Root Cause’ from the drop-down list.
> Check and/or complete the fields:
Cause Code (mandatory)
Type in a Cause Code which has not already been used and can be a numeric
of any value.
Description (mandatory)
Give the root cause a meaningful name.
Sort Number (default is 0 which is the top of the list)
This value determines the order in which the root causes are displayed (e..g in
the ‘Select Root Cause’ field and in the Peak Root Cause pop-up box).
> Press Restore (to discard your edits) or Add New (root cause).
To edit or delete an existing root cause, choose the root cause from the ‘Select Root Cause’ drop-down
list. Once a root cause has been selected, all the information about that root cause is retrieved from the
database and displayed on the RootCause form, allowing you to edit those details then Save Changes,
Restore (the previous saved version) or Delete (the root cause).
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5.30 Manage Target Types
The Target Type page allows the administrator to manage the list of Release Types that incidents can be
reported against. This should show the release life of an incident or defect e.g. Reported In, Requested
For, Proposed For, Targeted At, and Released At.
To create a new target type:
>» Choose ‘Select Type=New Release Type’ from the drop-down list.
> Check and/or complete the fields:
Identity This number is automatically generated once the type has been created.
Description Give the target type a meaningful name.
Ordering This determines the order in which the types are displayed.
Admin Level ald Users with Admin Level roles (as defined in §5.27) can set these Target
ypes.
> Press Add New (release target).
To edit or delete an existing target type, choose the target type name from the ‘Select Type’ drop-down
list. Once a type has been selected, all the information about that target type is retrieved from the
database and displayed on the Target Type form, allowing you to edit those details then Save Changes,
Restore (the previous saved version) or Delete (the target type).
5.31 Branch Note (OTI Admin role only)
Refer to the “Peak User Guide” for details of this function.
5.32 OTI (OTI Admin role only)
Refer to the “Peak User Guide” for details of this function.
5.33 Procedures (OTI Admin role only)
Refer to the “Peak User Guide” for details of this function.
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