Fe)
FUJITSU
FUJ00080332
FUJ00080332
Peak User Guide
FUJITSU RESTRICTED
Document Title:
Document Reference:
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Peak User Guide
CS/MAN/011
Release Independent
A user guide for those new to using the Peak system (Phase 8+)
and a reference point for existing users.
APPROVED
Lina Kiang, SSC
None. Internal use only.
YES security risk has been considered, see §0.9 for details.
Name Role ate
John Simpkins Peak Designer and Developer
© Copyright Fujitsu Services FUJITSU RESTRICTED Refi CS/MAN/O14
Limited 2003-2015 Version. 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 1 of 125
FUJ00080332
FUJ00080332
ee) Peak User Guide
FUJITSU FUJITSU RESTRICTED
0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
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
0.9
1
4 GETTING STARTED WITH PEAK....
ites other than BRA01..
4.1 Connecting to Peak from
4.2.1 Peak User accounts.
4.2.2 Password rules.....
4.2.3 Lifecycle of Peak calls.
4.2.4 — Role Permissions.
4.2.5 Locked user accounts...........
4.2.6 New Products and Product Groups..
4.2.7 Companies...
4.3 Sources of Peak Call:
4.3.1 TRIOLE for Services (TfS).
4.3.2 Open-Systems Teleservice Interface (OT]).
4.3.3 Quality Centre (QC).
5 LOG ON AND LOG OFF...
6 MAIN MENU
7 DISPLAYING CALL LIST - CALL LIST.
7.1 Full List/SubSet (HTML/DHTML,
7.2 Bulk Update (HTML/DHTML)..
7.24 Bulk Update Release Planning (RP) records.....
7.3 Change Layout (HTML) and Save Layout (DHTMI
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 2 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
7.4 Refresh (HTML/DHTML/AJAX/SI
7.5 Copy (HTML/DHTML).
7.6 XML (HTML/DHTML)
7.7. Open in Excel (HTML)
7.8 Search Grid for Text (DHTML)
8 DISPLAYING CALL DETAILS.
8.1 Details tab......
8.1.1 Call Referenci
8.1.2 Call Logger.....
8.1.3. OTI Provider call/OTI InTransit/OTI Down.
8.1.4
8.1.5
8.1.6
8.1.7
8.1.8
8.1.9
8.1.10
8.1.11
8.1.12
8.1.13
8.1.14
8.1.15 Links to KEL (Known Error Log)..
8.1.16 Progress..
8.1.17 Root Cause.
8.1.18 Add Response to a call...
8.1.19 Routing call to another team/user.
8.1.20 Action/Remove Action.
8.1.21 Subject Product...
8.1.22 Expanded call detail
8.1.23 Assignee.
8.1.24 Clone a call.
8.1.25 Close/Reopen Peak-originated calls.
8.1.26 Last Progress..
8.1.27
8.1.28
8.1.29
8.1.30
8.1.31
8.2 References tab.
8.3 Products tab.
8.4 Evidence tab.
8.4.1 Adding evidence.
8.4.2 Opening/Downloading (All) attached evidence.
8.4.3 Deleting attached evidence.
8.4.4 Updating attached evidence
8.5 Impact tab...
8.6 Collections tab.
8.7 Target Release tab..
8.8 Release Manageme:
8.8.1 Manually Updating a Release Planning (RP) recor
8.9 Print...
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 3 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
9 RESPONDING TO A CALL/PROGRESS TEXT.
9.1 Progress Narrative....
9.2 Progress Text/Response Text/Final Text.
9.3 Progress Templates.
9.4 Response Category.
9.4.1 Responding to Non-OT1 Ori
9.4.2 Responding to OTI Originated Calls.
9.5 Effort (hours)...
9.6 Forecast Date and Development (ManDays).
9.7 No Forecast Date...
10 SEARCHING FOR CALLS.
10.1 Quick Search — find call [f].
10.2 FreeText Searching.
10.3 Menu bar search..
11 QUERIES...
11.1 Query Builder - build query [b].
11.1.1 Search Title...
11.1.2 Field to be compared, Operator and Value. 59
11.1.3 Add (AND) and Add (OR)...... 59
11.1.4 Parse Query and Clear Query. 60
11.1.5 Add Events.... 60
11.1.6 Peak Query Code. 61
11.1.7 SQL Query Cod
11.1.8 Sort Fields.....
11.1.9 Displayed Fields.
11.1.1 Retrieve Query.
14
14
ie)
11.14.11 Save Query.
11.14.12 Run Query..
11.2 Display list of queries - query
11.3 Build query using CSV list...
12 CREATING NEW CALLS - NEW CALLS [n]
12.1 Reported In Releas
12.2
12.3
12.4 Response Category.
12.5 Target Date and Time.
12.6 Auto Route/Route..
13. SETTING USER PREFERENCES [p]
13.1 User......
13.1.1 Current Default Logging Team.
13.1.2 Default Logging Call Type.....
13.1.3 Automatically logon to TfS via links.
13.2 Interface...
13.2.1 Current Background..
13.2.2 Peak Button Style.
13.2.3 Call Progress Narrative Colour One/Two
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 4 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
13.2.4 Data Field Colour.
13.2.5 Main menu graphic banner:
13.2.6 Stretch background images.
13.2.7 Automatically Fullscreen Call Details.
13.2.8 Display Audit Details in Peak Progres:
13.2.9 Open Add Response/Progress in a New Page.
13.3 Call List...
13.3.1 Size Call List for Fullscreer
13.3.2 Automatically Refresh Call List.
13.3.3 Display Row Dividers in the Call Lis'
13.3.4 Display Queries in HTML Gri
13.3.5 Open Call List in a new page.
13.3.6 Open Default Call List at Logon.
13.3.7 Main menu Call List button always opens Default list.
13.3.8 Java Call List Font...
13.3.9 Fix (Java) Call List size
13.4 Query Builder...
13.4.1 Default Query Fields.
14 PRINTING CALLS.
14.1 Print a call lis
14.2 Print individual call details..
14.3 Print multiple call details — multiprint [m].
15 FILE SHARE [s].
16 COLLECTIONS [c]
17 ALERTS [a]
18 HELP [h] AND FAQ....
19 NEW PASSWORD.
20
21
22
23 REPORTS.
23.1 Release Management Report:
24 TEMPLATES
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 5 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
26 LINKS TO EXTERNAL SYSTEMS.
26.1 Known Error Log (KEL).......
26.2 Documents...
26.3 TRIOLE for Services (TfS)
27 USER INFORMATION
28 RELEASE/CHANGE/REQUEST MANAGEMENT.
28.1 Release Management (RM)..
. Release Peaks..
28.1.1
28.1.2 List Open Notes
28.1.3 Search Notes.
28.1.4 Maintain Notes.....
28.1.5 Manage Work Flow Unit:
28.1.6 Manage Template:
28.1.7 Manage Server List
28.1.8 Manage Option Lists.
28.1.9 Manage Target Rele:
28.1.10 Call Details: Release Peak:
28.1.11 Call Details: Release Management tal
28.1.12 Call List: Bulk Update Release Planning records.
28.1.13 Reports: Release Management Reports.
28.2 Change Management (CM)..
28.2.1 Carrier Peaks.
28.2.2 List Open Notes
28.2.3 Search Notes.
28.2.4 Maintain Notes.....
28.2.5 Manage Work Flow Unit:
28.2.6 Manage Templates.....
28.3 Request Management (RqM)
28.3.1 Carrier Peaks.
28.3.2 List Open Note:
28.3.3 Maintain Notes..
28.3.4 Manage Work Flow Units. 22
28.3.5 Manage Templates.. 23
28.3.6 Manage Option Lists. 24
A APPENDIX: PEAK ENCRYPTION............+
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 6 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -I
CP/PEAK/PPRR
Reference
0.1 09/12/2003 First Draft
02 01/10/2004 First Formal Review
0.3 07/07/2006 General Enhancements Peak Phase 8
Additions: Companies, Release Management
1.0 08/10/2004 For Approval
14 02/10/2006 For Review
1.2 14/06/2011 Draft
2.0 29/06/2011 For Approval
24 05/02/2015 Documented enhancements made to Peak’
- Call Details: some buttons changed to tabs. Removed:
broadcasts, Show/Hide Audit. Added: Open in Excel, ete.
- Preferences: changed
- References: can now add a list of references
- Menu bar : added Search box which also affected many of the
‘screenshots
- more details on Peak e-mails
- new Split Grid added
Also added Release/Change/Request Management section §28
and expanded Release Management related sections §7.2.1,
§8.1.11, §8.8 and §23.1
22 01/07/2015 Changes related to moving Peak servers into the Cloud including I Peak Phase 9
removing functionality for:
Java grid, Conferences, Monitor and Peak Alerter.
3.0 18-Apr-2016 Approval version
0.3 Review Details
Review Comments by :
Review Comments to: [MIENea]
(*) = Reviewers that returned comments
Mandatory Review
Role Name
Peak Designer and Developer John Simpkins
Peak Administrator Billy Melrose, Amarvir Aujla
Peak Support David Seddon, Gary Maxwell
Optional Review
Role Name
‘SSC Manager Steve Parker
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 7 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
(* ) = Reviewers that returned comments
Issued for Information
Position/Role Name
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 RMG BU Generic Document Dimensions
Template
DEV/GEN/SPG/0023 I 3.0 07/12/2010 HNG-X Tool for Obfuscation of Dimensions
Counter/BAL-OSR Data: Support
Guide
DES/APP/DPR/0008 I 3.0 06/12/2010 Obfuscation of Counter/BAL-OSR Dimensions
Data for 4LS.
SVM/SEC/POL/0003_ I 5.0 17/09/2009 Security Policy Dimensions
DE/PRO/015 24 25/04/2004 Post Office Account Systems PVCS
Integration Directorate
Incident/Defect Management
DEV/APP/SPG/2144 I 1.0 03/04/2013 Peak Administration Guide Dimensions
WAD019 Obfuscation Tool for evidence to SSC Web
External Peak Companies Site
0.5 Abbreviations
De ion
Dynamic Hyper Text Markup Language
EDSC SSC stack on Peak
GDC 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
oTl Open-Systems Teleservice Interface
PHIL Platform Hardware Instance List
POA Post Office Account
ac Quality Centre
QFP Quality Filter Process
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 8 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
RMF Release Management Forum
RP Release Planning
SDA Self-Decrypting Archive
si Systems Integration
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 A term 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/included at this release, might be
included/removed 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.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 9 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
1 Introduction
Peak is a browser-based software incident and defect management system. It is the Helpdesk 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
This document is targeted at people trying to use the Peak call management system to:
* raise new Peak calls or incidents
e view/update Peaks
* route Peak calls
* manage evidence
* close Peak calls
* and much more
The purpose of this document is to serve as a user reference to accompany the Peak client interface.
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 not included in this User
Guide.
The Peak administrative functions are beyond the scope of this document.
Release Management, Change Management and Request Management functionality has been included
in this document. On Peak, they can be found in the Main Menu page but are only visible if you are a
member of the relevant teams. It is not the intention of this document to explain or describe the
processes used in Release/Change/Request Management but to document the functionality that have
been made available on Peak to enable these processes.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 10 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
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 “Close Window in Cai! Details” means the Close
Window button in the Cai! Details page.
Usually, there is more than one way to get to the same function but the main methods are shown below.
1. Using the menu bar at the top of each Peak screen: File, Call, Options, Admin and Help or
Search.
For details on menu bar search, see §10.3.
2. Using shortcut keys
Shortcut keys only work on the Main Menu screen and only exist for a limited number of
functions. These are shown throughout this document within square brackets: “[ ]”.
3. Using the buttons in the Main Menu
So, for example, to go to the Preferences screen, you can use one of the following methods:
1. Via menu, Options/Preferences
2. Via shortcut, press “p” (not “P”) whilst in the Main Menu.
3. Via Main Menu: Preferences button
The 4 main screens within Peak mentioned extensively throughout this document are:
e Main Menu - series of buttons; many are duplicated in the drop-down menus
© = Call List - displays a list of incidents; shows one line per call
« (Expanded) Call Details - displays the (expanded) details of a particular call
« Add Response - where you can add a response to a call
The best way to use this document is to familiarise yourself with the basics by reading the first 6 sections
of this document and then look up your specific function/screen/button/function via the Table of Contents
(§0.1).
Note that on many of the pages within Peak, if you hover over the buttons you can get tool-tips with
more help.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 11 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
4 Getting Started with Peak
You will need access to the Fujitsu Corporate LAN, a browser and a username/password; which is.
supplied by e-mailing CSPOA Security.
Once you have all these elements, you may start using the Peak system immediately, as all the facilities
are available on HTML pages.
There are 2 main Peak machines:
e Cloud Primary server - SSC. fs. fujitsu.com
« Cloud Standby server - SSC2.fs.fujitsu.com
In the event of a fail-over, if SSC is still available, a redirect page will be put in place to SSC2 otherwise
Peak users will be e-mailed with the SSC2 URL.
4.1 Connecting to Peak from sites other than BRA01
If you are connecting to Peak from an external site (other than BRAO1) and it is taking a long time to
display the initial Peak Logon page or if Peak is just generally really slow then it may be due to slow
DNS name resolution.
The DNS name resolution from external sites to the Primary Peak servers is very slow and impacts all
requests. To remedy this, add the following entry into your c:\windows\system32\drivers\etc\Hosts file:
<SSC_IP_address>
where <SSC_IP_address> can be found in the FAQ page (within Peak via drop-down menu Help/FAQ).
To speed up access to Peak from home, if you have broadband/ADSL then you should not need to make
any changes. But if you use a dial-up modem, we recommend that you use the AJAX grid and customise
your search to display only those fields that you are interested in (otherwise by default many superfluous
fields will be displayed).
4.2 Peak Support
The CSPOA Security group mailbox is responsible for managing requests for new users to the Post
Office Account.
The Peak Administrator is responsible all administrative functions that need to be done within the Peak
system, including:
e creating/updating/deleting users, teams, products, product groups, releases, companies, etc.
* — restricting functionality so that only selected users/teams can raise new calls (for a limited set of
releases) or clone calls, etc.
Peak Development staff are responsible for supporting the live system. They are also custodians of the
Peak Enhancement Register which is a mailbox of verbal/e-mail enhancement requests we have
received for Peak.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 12 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
To contact Peak Support, please use one of the following methods:
1. Send an e-mail to the appropriate group mailbox:
for administration support (e.g. Peak users, Peak routing, etc.)
for system support (e.g. bugs, enhancements, etc.)
2. Raise a new Peak call with the details and route it to the ‘Peak HelpDsk’ team.
4.2.1. Peak User accounts
In order for a new Peak user to be configured your Management must e-mail the Peak Administrator with
the following information:
« User's full name
e Fujitsu Personnel number
e Required permissions e.g. read only, normal or administrative
e Peak teams they should be a member of
4.2.2. Password rules
Peak passwords must adhere to the following rules:
e minimum length of 7 characters
« 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
Passwords will expire automatically after 50 days
New or locked users will be assigned a password by the Peak Administrator which must be changed at
first logon. Users also have the option to change their own password if they feel their existing one has
been compromised via the New password button in Main Menu (§19).
4.2.3 Lifecycle of Peak calls
All Peak calls go through the following lifecycle and each call must pass through each stage in turn:
e Open Initial state of a Peak call
« Pending Incident is being investigated
e Final Investigations have finished —Final response is sent back for approval
e Closed Final state — call is closed on the Peak system.
Peak will enforce this call lifecycle so it will not allow a Final response to be entered unless the current
status is Pending and a call cannot be Closed until its status is Final.
Once an incident is closed, it will remain, at least, on the Peak database (it is not archived or deleted) so
you should be able to search on calls going back to the switch-over from PinICL to Peak.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 13 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
4.2.4 Role Permissions
A role is assigned to each Peak user which determines what that user is allowed to do on Peak; which
affects which screens and buttons are dis/enabled for that user. Most Peak users belong to the ‘No
administrative role’ which has permissions to do the following (usually dependent on the status of the call
and which team the call is assigned to):
Edit Call Type (Status=Open, Pending or Final) and (Assigned to user’s team)
Edit Summary (Status=Open, Pending or Final) and (Assigned to user’s team)
Edit Subject Product (Status=Open, Pending or Final) and (Assigned to user's team)
Edit root cause (Status=Open, Pending or Final) and (Assigned to user's team)
Add Progress (Status=Open, Pending or Final) and (Assigned to any team
Edit Reference (Status=Open, Pending, Final or Closed) and (Assigned to any team)
Add Reference (Status=Open, Pending, Final or Closed) and (Assigned to any team)
Edit Product (Status=Open or Pending) and (Assigned to user's team)
Add Product (Status=Open, Pending, Final or Closed) and (Assigned to any team)
Edit Evidence (Status=Open, Pending or Final) and (Assigned to user's team)
Add Evidence (Status=Open, Pending, Final or Closed) and (Assigned to any team)
Raise new call
Route call (Status=Open, Pending or Final) and (Assigned to user’s team)
Action call (Statu: pen or Pending) and (Assigned to user's team)
Clone call (Status=Open, Pending or Final) and (Assigned to user's team)
Send Final (Status=Open, Pending or Final) and (Assigned to user’s team)
The ‘No administrative role’ is not allowed to change the Target Release, Priority, Contact, Close calls,
Send over OTI, Reopen calls or Enter SQL in Query Builder.
If your role has been set up incorrectly, please contact the Peak Administrator.
4.2.5 Locked user accounts
If a Peak user fails to log in after 3 attempts, the account is locked and the user will get the following
warning:
Windows Internet Explorer
d Account reset Following 3 Failed logan attemps, Peak will automatically email you a new password,
Fig.4.2.5: Locked account warning
Peak will then automatically reset the password and send an e-mail containing the new password to the
mailbox of the registered owner of the user account.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 14 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
4.2.6 New Products and Product Groups
If you have searched the existing products/product groups and feel that a new one is required, e-mail the
Peak Administrator with the following information:
New Product
« Product Name
e Existing Product Group
e Owning Peak Team
New Product Group
e Product Group Name
e Description
e Product Family
e Owning Peak Team
* Contact Point
4.2.7. Companies
This is an enhanced security feature of the Peak system. It restricts people from different companies
(Infinite, SSC Website users and POA Joint Testing) looking at or searching for 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
If you are routed a call, you can place an Action on your team/yourself (see §8.1.20) which will continue
to make that call visible to you even though it is routed back to the originating company.
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.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 15 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
4.3 Sources of Peak Calls
Three main sources can create Peak calls: They can be created by:
* external Helpdesks (e.g. TRIOLE for Service, TS)
(aka Customer calls/OTI calls/OTI Provider calls)
Once the Helpdesk have determined that the problem is software and gathered evidence, the
call details (along its TfS call reference) are sent across OTI interface to raise a new Peak call.
* Quality Centre (QC) system
(aka Test or QC calls/non-OTI calls)
QC is the defect handling system used by the Test Teams which can raise new calls on Peak.
«Peak itself
(aka Internal calls/non-OT1 calls/OTI Consumer calls)
These types of calls can be routed around the Peak system or sent to external Helpdesks like
Tfs.
4.3.1 TRIOLE for Services (TfS)
TRIOLE for Services (TfS) is the Helpdesk system used by Post Office Account (POA) First and Second
Line Support Units to capture incident details raised by Branches, Post Office Limited and the NBSC
(similar in function to Peak).
Each TfS incident has a unique call reference (e.g. TfS 3195922) which is an incrementing integer
however this is used for other internal references other than Incidents so cannot be used as a count of
the total incidents raised.
4.3.2 Open-Systems Teleservice Interface (OTI)
The Open-Systems Teleservice Interface (which is now known as the Help Desk Interface, HDI) is the
interface specification used to send call details between Helpdesk systems. Primarily this is used to
receive incidents from TfS into the Peak system and transfer progress details back from Peak to the
originating Helpdesk and vice versa.
Initially when an OTI call is received on Peak, it is routed to the OTI Administrator team (currently the
SSC) and has a status of Pending and ‘Call Logger:_Customer Call_ -- EDSC’. The OT! Team is tasked
with checking the integrity of incoming OTI calls and then routing them on to the relevant Peak
teams/stacks or to QFP (§8.1.19.1) — this activity is known as “prescanning”.
All updates or responses will be sent back over the OTI to update the originating Helpdesk; except for
‘Progress Only’ updates. It should take 2 minutes for Peak updates to appear on their TfS call and for
TfS updates to appear on their Peak call.
Note that the maximum size of response that TfS can cope with is 4Kb so be aware that because of this
limit when sending responses back across the OTI the TfS update may be truncated.
Once the OTI call has a Final response from a non-OTI enabled team, the incident will be routed back to
the OTI Administrator team to check the integrity of the closure response before closing the call on
Peak; which sends the final response back across the OTI and passes ownership back to the originating
Helpdesk. The Helpdesk can then continue working on the call (checking back with the Branch, route the
call onto another Helpdesk, etc.) before closing the call on their system.
Note that whilst a Peak call is being investigated, the Helpdesk could accidentally close or withdraw the
associated OTI call. Withdrawing the OTI call will automatically change the associated Peak call status
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 16 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
from Pending to Closed. But closing the OTI call will not change the Peak call status so any updates
made on Peak will not be passed back across the OTI.
4.3.3 Quality Centre (QC)
The Quality Centre (QC) is the system used by the Test Teams to manage test scripts. When one of
these scripts fails, it is reviewed and if they believe the failure was due to a build or software defect they
can get QC to create a Peak incident.
Incidents from QC do not come via the OTI link. Initially, QC incidents are logged as being raised by
‘Call Logger: QC Peak Interface user’ in the ‘QC Interface’ team and routed to the QFP team/stack. If the
QC user is also a Peak user they will be shown as the ‘Call Logger’ instead. Any evidence will be
transferred from QC to the associated Peak (but not from Peak to QC).
Any new comments in QC are passed on to Peak and new progress in Peak is passed back to QC. QC
progress is stored in HTML; therefore all updates in Peak from QC will be presented as HTML. It takes
up to 10 minutes to transfer updates between the Peak and QC (via the QC interface).
When Peak investigation is complete and a Final Response is entered, the incident is routed back to the
QC Interface Team waiting closure agreement from QC. If a Final Response of ‘S/W Fix Released to
Call Logger’ is selected, the incident must have a Baseline reference of the fix otherwise the response
will be rejected by Peak.
If the QC users are happy with the response, they can agree closure and the Peak call will be is
automatically closed otherwise they can reject the closure and the call on Peak would become active
again. Peak users may not close a QC raised incident, only a closure agreement message from the QC
system can do this.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 17 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
5 Log on and Log off
To access Peak enter the following URL into your browser (Internet Explorer 6+ and Firefox 3 are
recommended):
UR IRRELEVANT
The initial Logon screen will be shown:
Fig.5: Initial Logon screen
The UserName is case insensitive but the Password is not and must be typed in exactly as it was set up
(84.2.2).
With the introduction of encryption to sensitive Peak pages (Logon and change Password screens), your
browser may try to warn you whenever you access an encrypted page from an unencrypted one, that the
Peak Certificate has not been signed by one of the trusted Certification Authorities. For details on this,
see APPENDIX A: Peak Encryption.
To logout out, you can either use the menu, File/Logout or Main Menu: Logout. Peak users will
automatically be logged out after 5 hours of inactivity.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version. 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 18 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
6 Main Menu
The Main Menu page is the first screen displayed immediately after successful validation of your user
account details.
a a A Ysa
Peak Incident Management System - RMG Account
‘Sineident mgmt
Pksminsraient [er [frecwaures]
SE [brench noe}
"7+ Welcome to PEAK**- Phase
‘You have 4 messages.
guide has been updated, new information includes the Release Notes, Change management aad the Split ssid.
scat cen [4 eel UW
{o.
Fig.6: Main Menu page for non-administrator role (with 4 broadcasts)
etm Snphiny 2015-5-8 123 I
tv Lob Simone at 2141.91 1424
This page is split off into sections which are visible only if your role permits (§4.2.4):
e Incident Management
These functions mainly deal with 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 changing your password,
etc.
e Links
These functions interface to systems outside Peak e.g. SSC Website for KELs and Support
documents and TRIOLE for Services (TfS).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 19 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
7 Displaying Call List — call list
The Cail List page enables you to view a list of existing calls — ranging from all open calls on a particular
stack/user to calls with a particular Reference. This list of calls can be generated by:
* running a Query (including displaying the default call list) (§11).
For new users, the default query is set up by Peak but this can be changed via Query Builder
(§11.1.5.1).
performing a search (§10).
Note that with a FreeText Search, you will also need to use Create Call List (§10.2).
e using the menu Call/Build New Query/Use CSV List (§11.3)
There are four main versions of Cail List (called Incident List in HTML) grid which can be configured via
Preferences (§13):
e HTML (default grid)
EDSC Calls - 53 Rows at 2015-06-25 16:55:57
[-Gherge yet [Rakesh I venti I EdiGuen [eon [oil a]
[ MrOpencals I
coed Sane asanee Fepiomence ITop Coston [aie
peeza037 [owl CeNTRACA_SUART_NETERINGAPS_To\_CENTRICA SUART_METE)an Wooaey 60508. S-watcing __[ED60
Tar vlscanvaconerp Dacre cath oeal to s h Ka leva feoes
ia] fpcozs1ss IRRELEVANT I DRS application has 1 unresolved operation excepton(and Kell Iagoavaa7_ Jeosc
Ee pozsazas BEN spent hae {eres pertenecbenis) ke 055657 feosc
ca] penaaowe [Gee CAPO ge on 2.une 0945. 115 WSC OCIGEREEDN ne Chambers fuCuDeD86D4 feos
ia 08 [sts mating wom BRGS_HWVGX RAN_GLT_STATStabe San June pene Gramoere ___Pommuasr =
Ci comsase OOS Repo Lois Ustaaoe Jaen Peaces P06 keosc
coaaosse [HRO® Gener: Change decrpton aio mands en Pece) =
icozezeea Fr C1025 aus Release Chet oven Veoooi enPee) aiOaa- ous se
cozeenss FR CTORS Aust seas Tone Wetbokv2- TOC fbenPeacey Isao fpetbaa-eay osc
cozasts ADC Cava Too- ADCO op eed bw are GBI ois ha Card Bittenna cima iieovralagees [e080
cazeioh sna? 254323 aware nesses Hawise oranonso8r =
au Fas 58206 onan neeaed [ow wes ten) feose
pesto4 55909-26509 oS nenaed [ows Howes —_—__[Phanonsosr feose
nea B49 2505 can essed [ons anaes foramen DS
cA Bses19 2s003n aerate [esis anise froensser =
Ae seis a00ste anaacr veeaed [oxi twes _—_frmintr fesse
Soo) a) 261205 GRE Nees [ous Hawes Joonowser feosc
raat fossa - osous rkstFneeced Hanes arns36 FEosc
sai fstoe sean cnnan nena [ows wien frarnsr =
cozaae [Rr Ov Sear unaate aa ne 1099 Fees feos
ooaana Frc Par aes stan 2005 aan wenet asa FRetoaa-aay fos
cozaesse Fre 1¢ 086 socce assooari Tee naurance ewtivwchy ran aenet [uaa Fretona-aw oo
oa Invests day ctreeincnssences etveen PODG and =n framers feose
cn [Herz Sse Not Updated: Showing he Previous Weeks Da iaseaion___fovravoras =
cons [e116 Cet The Chi tarneacapach Your eesia sina some auaSeason ___Ieaa0i2K feosc
cozaeza un of ene Coleco om cacomiloned tro ener a awe juconestaee aa feose
pcozaser Jorn msn awa oases =
ipcozzrio8 JiR ri nas Hava Gann Simppns__orPRC [pecaradenee oss
(7 JPoDSen-Admin incon Reser Uist nat woring rsrooostaa fpscro5e feos
Jpo0se0-P00 reauemen for porns Geer sO Comments) ona kiang fpscrone =
io JROTRig Tom waist Sjeonse TOT rar [eose
fl TO ce 20 coe noes fess
CFOS fis none [nos =
caaa9 [Fs aonicten as unesoyedewrabn scenes) fusca 057 =
fa OST J ocuetnen eu forte cet ae erpsaco02 a8 aTWS pee far woh 700825 =a
Sip oaseane J AOC GBC BAU Osta Sl Onan al lass 1 conjTromae (S410 tata Nena OSC
a care JWG Roya alana Sas ana Wight Lit pape nti Wi cess rfl AOL, feose
LI ozsars [i Toners NULL Sees Cos ees e056. lense
a_ponzerres [it cinenc windrwn oatge ot aarea roca ee AOL foes
Fig.7a: Incident List - HTML version (default)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 20 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
e Dynamic HTML - which does not work with Firefox
EDSC Calls - 53 Rows at 2015-06-25 16:51:22
rurtet { suds I Nun Pint I Bol Upon [Sovtaed I Refesh I Oomy txt I €atGiey [Fecal I coor [00 I
© Peemoes <CA6 I CAMELCENTRCA SMART METERNGAPS.DOCENTRICA SWART ME. Asam oodey AOD vaS-wenng €05C PDO =
(5 penaionas CL 350571 Soar ected ar tom in oat sat enmoene esc wot
pomuie © 8 L Pes ocesnn hn scenes comton ects) ord od esc DSH
No pene Ck on hs need cmt eens) tat rd wee exe
Pema C90 Catt APO apron 23 ne 0245. 416 (USC OHOOEED) ree Guten BODO tose Sscte
Ponaesoee C2 Laing Won BASS iGt Aa SLT. STATS le Stem Ae ieee Garten” UCT wean
Pomoee ¢ 40 I PODS Reputr Len ‘en Pescer sscroos asc PODS
Beaniosse 720 HGP Gera Changesnepon fiom erence ee
Peano B34 W_ FW CTODE Aut Rie Ce B06 Ton ok eee etom-BAD EDS SCRA.
Pom C40 BPADC Camera Tes AOC age mats estas ML eter Chey Co ne
Pome C6 L0G D6 ene reed ‘he Hotes ec
Poazioost C98 Lenn oy ea nora Between PODS ed APS i es msc eos
TN Peeausis C2 Mors at Notts Stony he rescue Wea ay Deana os
Posaiomar CO Gh heen Gayton Seike
ams CNR etm Ne Yt Contes a Dev. sons Neto
Ponaeissr 0 a7 PODSSarAamn en Resend Lint tsi ening ssc9000 eos
No Peeataein C46 ROT y CTR mew Seton TST ec a) ‘
< >
Fig.7b: Call List - DHTML version
The dynamic grid does not cope well in a reduced window size. If it fails to sort a column or the
drag/drop appears offset then maximise the window when performing these tasks.
If you are using DHTML with IE, the browser will try to apply older compatibility methods which will
display the grid incorrectly. To circumvent this, untick Tools/Enterprise Mode on the Cail List page (refer
to Help/FAQ on Peak for more details).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 21 of 125
FUJITSU
Peak User Guide
FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
« AJAX — recommended for dial-up modem users to Peak
a a cS
ln
Peak Incident Management System - RMG Account
EDSC Calls -- 53 Records -- Last Refresh at 12:06:17 {Faissi]
wii, boson [Pray Sommers TonRatrence —fesanehiewcnanadl progr leamype
beens hE, [SE SRE SRT ETERS APS_PH SEATON TRTERTGF aa = =
FeancnOaabare
lecozaress ina xen fc [osoatrt sommaceoedared ath era tom estat fov:r20s08 keose Feet
zantac ‘RRELEVANT § sepia Tunetohed perbon aTONE) ar TE [oes Fost
lcaaizas coven Ie __fsoavasopieatonnas 1 onetoved oxen excartit) hecssar fos freon
fcozasoee cle CAPO es oni dine 0945-1415 GS OUIOIES00) Jooesecos fesse Escaoe
lecozazees Fo"e...,I© oat mssng wom BRS, 1ok Ra _SLT_ATATS table Stem une pues = eos)
fceaaei Ser fee fooe
pa [itor Genaratr- change decreton tao mands =
en le rw croasaugatRatase Chen AToren Wendt lense emo Wy
poesne2 isin 100000 sDOKPI448902+5 Til insrace ADC Sets pissy pate ps0 ee et
fecozaans SDAA. fe fw aoc cbc anccrteesoaz~s Tae mauance OC Sci FeO Laaata = scree
fcnzaaze Sc fre ona Reo beawia 280 cece
fecazs4ot ier [rors imestowevetow an Code Changes 1 accomodate evwed sone fra 2000 mab = Fa
feceza4ze [oohse, [rv Oty Report -BCR ADOICP 136-100 te~8 Jpcuzsazao. feose jorinown
pcozeass [suse sur co1264- Soave Sntemnor/ Boh courte iiatng Sepiar enim banentocuefy fun fovia7a772 = eexcaree I
femacailooaro [> RELEVANT NECA R Perales Btenatnenereied Ay hag fama Lee hiecacent
iozaasi Sosa Sur fo rane se 7029-2 Secon SUN? Sa 4 poe favacane Ese: Feconcanaa
fozase [ee ERR emnenemmrnmmeens fo au foe es Leeann
[Liman window [__queryist_ [but query ][__fnd cat] iE
« >
Fig.7c: Call List - AJAX version (with bottom row of buttons)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 22 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
° SPLIT Grid
Anew Split (or Stack On A Page) view was added to Peak. It uses the current query that you have
loaded and displays a list of the Peaks in the query on the left-hand side of the screen with the right-hand
side displaying the details of the selected Peak (in a similar way to the Expanded view).
CS
SOAP (Stack On A Page):
[can
nase seach
st Refresh at 12:
BRS Fears ais An tes J Trcaas937 [eat Lowes a]
A i ears SETRCA Requested For HNG-X 10.00 [Tow Ret
tne lnidens Defects
lapse [eat Stas [Bending Incident Under inestiaton
hioosa0is [Etort (Man Das)
(CAMEL CENTRICA_SMART_METERINGAPS. TXN_CENTRICA_SMART_METERING Fie achiy file
i
P elixece SoCs
[TRIOLE for Sense
[Devil Drector
=
Poa Repro Ui soe
Scien newer eet eee eed fics - Wa fan 2015 105.07
ae racing joka Semis —__28-fw-2018 10810
ROP cars Change Secon ad nso
co29568 Pow basse Ben Peacey
Airero2s gust tere erbockvt
ozeeto4 Prontye Ass
728900 265040 ons nasdea
fbeve:0$-Jon-2015 06:21:27 User: Customer Cal)
[ivctoes: tamanarr
Jorssinevor: sosaaerrsot
Jeesauce Serial to:
05104 005424 cas
0244334 Prony Aan
WV Ov cream unavatabie
[rrenater note: Costa not find any details in 003 reporter regarding this.
solve the file extension in APS tile sonedule in Horice
coz4342 Prony Assignee Daron Avnet
WU PAP acorns dt un 205
Po0a, podgurer,CEYTRICA_SART METERING, AP3 1X8 GENTRICA SRT NETERING, ,prpdpi20i, /ept/padg/uthon/<E™I
€
Fig.7d: Call List - SPLIT Grid version (with bottom row of buttons)
To update the currently displayed Peak, click Update Progress to open a Cai! Details window.
This grid does not automatically refresh. If you wise to refresh the Peak list you must use the Refresh
button.
At the very top of the HTML/DHTML and bottom of the AJAX/Split Cail List screens, there is a row of
buttons containing some useful functions — most are described in the following sections otherwise they
can be found under the major section headings. There may also be a (second) row of buttons at the top
of Call List screen which show any customised queries that you have set up using Query Builder (§11) —
only the first 9 queries will be displayed in alphabetical order and the disabled query is the current query.
7.1 Full List/SubSet (HTML/DHTML)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 23 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
These buttons will only be activated, if they are applicable. If no calls are selected, then both buttons will
be greyed out. As soon as at least one call is selected, SubSet will be activated.
To view a subset of the displayed calls, select the subset (by using CTRL and clicking individual calls or
in HTML grid, tick the boxes) then select the SubSet button. To return to the full list of calls, select Full
List.
7.2 Bulk Update (HTML/DHTML)
This button will only be activated, if it is applicable. If no calls are selected, then the button will be greyed
out. As soon as least one call is selected, Bulk Update will be activated.
Bulk Update enables you to update a group of calls (maximum is 100 calls) with the same information in
one go. For example, if more than one call needs updating with the same type of details e.g. Summary,
Top Collection, Progress Text, you do this by:
» Highlighting the calls you wish to update by holding down CTRL+clicking on the individual calls (or if
in the HTML grid, use the tick boxes).
» Click Bulk Update button to open up the Bulk Update form (which is similar to the New Call page)
where any changes will be applied to all the selected calls.
» When the changes have been Saved a results window will be displayed with any failures due to
permissions.
a a (2 (2 CC Ce I Search
Peak Incident Management System
[Release No Change __Y] [Ne Change v] ffopReference —[Nochange ) I I J
[cattype [no cronge <a Mio Change v]
[Top Collection I No Change cl [Seecied Cal it I Pctesses2 a)
ee I ]
[impact a — - - —_ _I f Edtimpact. I
Progen Tea Progen Tenpiaes
Nove ~
Response Category [Target Date [Target Tune [No Forecast
[eProsess ony esimntnny Jor
[ibis Prost Nochenge _» [ecu ony “I ]
[Mansa Roan No Change v I —
Fig.7.2: Bulk Update form
There is no Close button so it is not possible to bulk close calls but you can add a Final Response to a
group of calls.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 24 of 125
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
7.2.1. Bulk Update Release Planning (RP) records
To update several Release Planning (RP) records at the same time, click on the 4 “icon on the Bulk
Update form to extend to display the Release Planning section (which is very similar to the Re/Man page
displayed via the Release Mgt. Tab, §8.8).
a a (= CO
Peak Incident Management S:
ystem
Rea ‘Nochange _v] [Ne Change ¥] [fop Reference C I
KeatType [No ceanoe Pre to Shane ¥]
fre Cxacaian I No Cronge [Saeed Calin [pctonce ©) o
[ay
as — Eatmpac_I
PPropress Templates
None
Fesponse Cacaon
[Progress Only
[Bibjec Product
[Manual Routing No Change
[Progress text
[Gee T
—
Eeonea
[ates windew] oun window]
Fig. 7.2.1: Bulk Update form with Release Planning section
Note that if the list of Peaks are added to a Collection starting with “RP-“ then a new RP record will be
created for each incident. If you do this, then it is recommended to add some text to the ‘Progress text’
field explaining why the Peaks have been added to the Collection.
Before exiting, make sure you press the Save button to make the RP changes to all the selected
records.
© Copyright Fujitsu Services
Limited 2003-2015
FUJITSU RESTRICTED
Ref:
Version:
UNCONTROLLED WHEN PRINTED OR Date:
STORED OUTSIDE DIMENSIONS
Page No:
CS/MAN//011
3.0
18-Apr-2016
25 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
7.3. Change Layout (HTML) and Save Layout (DHTML)
A lot of the column properties within the HTML/DHTML Cail List can be customised and then saved;
there is no method to alter the layout of the AJAX grid.
To customise the HTML layout, select the Change Layout button to display a sub menu for resizing and
moving the columns in the grid then save any changes by pressing Save Layout or Cancel Layout.
To customise the DHTML layout, this can be done within the Cail List grid itself:
» To change the column width
Point the mouse at the dividing line on the right side of the column till the cursor changes to a
horizontal arrow “<>” then click the left mouse button and drag to the new preferred point and
release the mouse.
» To change the order of the columns
Click and drag each column across to the desired position
» To sort a selected column
Point and click the relevant column heading
Note that changing the sort order in this way will only affect the current display; the order is not
saved. If you wish to save a sort order, edit the query via Build Query (§11.1.8).
» To resize the window
Use standard Windows techniques with the mouse (this information is not saved as a preference)
> Then select the Save Layout button
Any layout changes you make will only apply to the current query.
If you create a new query by editing an existing query and saving it to a different name then the layout
will also be copied over from the original query.
To configure which column headings are actually displayed in the Cail List page, use Query Builder to
edit the ‘Display Fields’ within the relevant query (§11.1.9).
7.4 Refresh (HTML/DHTML/AJAX/Split)
This forces an immediate update of the data in the call grid to show any changes. There is an automatic
refresh timer and this can be set via Preferences (§13.3.2).
7.5 Copy (HTML/DHTML)
You can use the Copy button to copy all the incidents in the Cail List (including headers) into the
clipboard as a tab-separated list which can then be pasted into e.g. an Excel spreadsheet which can then
be manipulated or printed (§14.1).
On the HTML Call List, IE5+ is required and it may take some time to copy a large grid, the information
will be available as soon as the Copy button is re-enabled.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 26 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
7.6 XML (HTML/DHTML)
The XML button will retrieve the call details for all incidents in the current Call List and display them on
one page; in a format similar to the Expanded view.
This page could then be printed using the browser print option; where each incident will start on a new
page.
This feature could be used to send copies of a Peak call or a list of incidents to someone by e-mail. To
do this, you need a compliant XML parser (IE6+):
>» Create a call list to display all the incidents you wish to send.
» Press XML which will eventually open a new window showing the complete call defaults for each call
in the current query.
> Use the File-Save feature of the browser to the save the XML file to local disk.
» Copy the style-sheet from the Peak share (\\ssc. fs. fujitsu.com\share\PeakStyle3.xsl) to the same
location as the XML file. Open the XML file in a Text Editor and change the second line that points to
the style-sheet from:
<?xmi-stylesheet type="text/xsI" href="https://ssc. fs. fujitsu.com/Peak/xsit/PeakStyle3.xsI"?>
to
<?xmi-stylesheet type="text/xsI" href="PeakStyle3.xsI"?>
> Now e-mail both files to the end user.
v
If the recipient opens the XML file in a browser that complies with xslt standards (IE6 or Firefox), the
call details will be displayed.
7.7 Open in Excel (HTML)
The icon, which only appears in the HTML grid, will import all the incidents currently displayed in
the Incident List page into a Microsoft Excel Spreadsheet.
You can open or save the spreadsheet, by default the spreadsheet will have the name “peakEXCEL.xls”.
If, when opening the spreadsheet, you get the following warning, respond “Yes”:
li) Microsoft Office Excel
The file you are trying to open, ‘peakEXCEL.xs’, is in a different format
MD then specified by the file extension. Verify that the file is not corrupted
and is from a trusted source before opening the file. Do you want to
open the file now?
Yes No
Fig.7.7: Excel warning about peakEXCEL.xls format
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 27 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
7.8 Search Grid for Text (DHTML)
The Search Grid for Text button, which only appears in the DHTML grid, will search the call details of
all the incidents in the current Call List. If it finds an incident which contains your text anywhere within its
call details, it is highlighted in the Call List page.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 28 of 125
FUJ00080332
FUJ00080332
Peak User Guide
FUJITSU RESTRICTED
oo
FUJITSU
8 Displaying Call Details
To display the details for a particular call from Cail List either double-click a call or highlight an entry and
click the Call Details button, which will display a new page containing the properties of that call:
"Peak Incident Management Syst
REFERENCES PRopucts DENCE mipact
[Reported in HNG-XINTI [Top Ret
cate I -tve use ero: = Presy I 8 Business resnced «
2 : fans Pending —Icidet Under Inesigion
Derails encered szei— I
Isumacy:2H stares that alliance and letster cards for cash deposits not working on all nodes i
[esti Timer i
[esti pricrieyic
[Rerger meiease:sc-x mma
Rouse o:E0S¢ - _Unassacned_
[bate st@-Jal-2019 14:11:45 User: Customer Cali
[mcwer wmcnen
[beseytise Ratoear Ane 12 2019 srorae I
[ostginaear: soooox@reso:
Joctginacor's reference: azetize6
[eroaue: sire: 250882
04-12 08:02:96 { SDAnelyst, POR I
+ Greate a new requeat/incident/problen/change/isaue
3-04-12 09104300 { SDRnalyst, FOR J
[esunter can be pinged :
Roxcae I Noe “ ~
i oo cs
[BibjectProdact _EPOSS & DeskTop - Comaa Common I
— [Geasiped. ESC (Sane I
[ePoees uD Teale Tes 2107208 [= Nasa
Fig.8: Call Details raised on TfS by Branch 350542
A lot of the incident information now appears in tabs shown at the top of the Call Details page. If a tab
has an orange background this means that at least one item has been defined under that tab. For
example, Fig.8 shows that there is at least one Reference, some Evidence, Impact and Collection
associated with this particular call.
Updates to the call will appear in an area in the middle of the Call Details page called the Progress field.
If you click on the Expand button, you will be able to see the progress updates, references, collections
and Products listed on one page.
If a button has ellipses “(..)” after the name (e.g. Add Response..) then another screen will be displayed
asking for more information but if the button name does not have ellipses (e.g. Route) then that
operation will just happen.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version’ 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 29 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
You can send someone a link to a specific call, so they will be taken straight to the Cal! Details page for
that call. by conving the relevant URL into the e-mail,
_ IRRELEVANT
8.1 Details tab
8.1.1 Call Reference
All Peak call references begin with “PC” followed by a 7-digit number which uniquely identifies each call.
The call number is assigned automatically when the Peak call is created.
The Call Reference for live incidents, that is those of ‘Call Type: L’, will appear in red in the HTML Call
List (§7).
8.1.2 Call Logger
The ‘Call Logger’ field will contain the name followed by the team of the user who raised the call on
Peak. For customer calls, this team will be the OTI Administrator team (currently the SSC). For QC calls,
this field will contain the QC PEAK Interface team.
When a Final response is added to the call, it is automatically routed back to the Call Logger to approve
the response.
If you click the ‘Call Logger’ hyperlink, then a new e-mail template will be generated addressed to the
Call Logger with the subject “Query regarding Peak PCnnnnnnn you logged”.
8.1.3. OT! Provider call/OTI InTransit/OTl Down
You can determine the status of the OTI interface link (§4.3.2) by looking at the Cal! Details of any OTI-
originated incident:
e OT! Provider call shown if the OTI is up
e OT! Down shown if the OTI is down
The OTI up/down status is set on Peak manually by SSC when the OT! Administrator informs them of a
change in state (§20).
e = OT inTransit “=” shown briefly when a Peak is sent to an external Helpdesk (e.g. TfS) to
faise a new incident at that desk
e OT! Consumer shown when a Peak has been received by the external Helpdesk. It will
remain in this state until they send back a Final response.
If the status is stuck at OTI in Transit, then you can click on the icon “*’” to retry the send to the external
Helpdesk.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 30 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
8.1.4 Release
This field holds information related to releases pertaining to a particular Peak call:
e Reported In indicates which release the fault was found in
e Requested For indicates which release the fix should be applied
e Proposed For indicates which release the fix is proposed for
e Targeted At indicates which release the fix is targeted at — this can be changed throughout
the lifecycle of a call
e Released At _ indicates which release the fix was actually applied
To manage the Releases, click on the Target Release tab (§8.7).
8.1.5 Top Ref
References are used to relate resources of information to a call. These references may be used to
search and display a specific set of calls via Quick Search or Query Builder.
The References button will take you into the References page where you can Add Reference, Delete
existing references and nominate a Top Reference which will make that particular reference visible in
the ‘Top Ref’ field on top-level Cal! List and Cail Details.
To manage the References, click on the References tab (§8.2).
8.1.6 Call Type
The ‘Call Type’ defines the type of call that was logged:
e L raised on the Live estate
. Enhancement
. Release note
Administrative call
Operational SSC
Cloned call
.
NO OF DAM
. Zero immediate impacts
° etc.
When you raise new calls, it is possible to set the ‘Call Type’ field to default to a certain call type via
Preferences (§13). The ‘Call Type’ chosen may affect the list of priorities displayed in the drop-down list.
Similarly, if you subsequently change the ‘Call Type’ which means that the current priority is now invalid,
the ‘Priority’ will automatically change to the lowest possible priority.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 31 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
8.1.7 Priority
Each call must have a priority associated with it. The priority levels start from “A” to “Z” with “A” being
the highest priority level and “Z” the least.
For example:
eo A business is stopped
° B business is restricted
- Cc non-critical
* D internal
Calls logged as “A” priority will be shown in red in the Cail List page (§7).
Priorities are originally set by the Call raiser and may be modified on Peak by authorised roles (§4.2.4).
When creating new calls, if ‘Default Logging Call Type’ was selected in Preferences (§13) then the
lowest priority available will be the default priority. Choosing a valid priority activates and populates the
‘Target Date’ and ‘Target Time’ fields at the bottom of the New Call screen.
Each new user will have a default alert (§17) to e-mail them if they are assigned an ‘A’ priority call.
Note that changing the priority on Peak will not automatically update the priority on the external helpdesk
if the call originated over OTI.
8.1.8 I Site/TfS Group/Branch Notes
The ‘Site’ hyperlink field exists if the call was raised via TfS by a Branch and it will contain the
FAD/Branch code. An example of a TfS call raised by Branch 055003 is shown in Fig.8. Clicking on this
hyperlink, will take you into TfS with a view of all open TfS calls raised on that particular site but first you
must set up your TfS login details via Preferences (§13).
If the ‘Site’ field has an orange background and icon i. (as shown in Fig.8) then this Branch has at
least one branch note associated with it. Clicking on this icon will display the notes that were set up via
Branch Note in Main Menu (§25) and will allow you to include additional notes.
If the call was raised by a TfS group like ‘POA-SMC1’ then the text ‘TfS Group: POA-SMC1’ will appear
in this field (as shown in Fig.8.1.11a) otherwise the field will be empty.
8.1.9 Contact
The ‘Contact’ field usually contains the name of the Call Logger and will be the user that the call will be
returned to once a Final response has been added.
If a call is closed but the Call Logger has left the Company then the call will be routed back to the Call
Logger’s team.
8.1.10 Status
This field indicates which stage, within the lifecycle of a call, this particular call is in: Open -> Pending ->
Final -> Closed (see §4.2.3 for more details).
8.1.11 Release Peaks
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 32 of 125
FUJ00080332
FUJ00080332
Peak User Guide
FUJITSU
FUJITSU RESTRICTED
A Release Peak is a collection of fault Peaks which are fixed in a specific Release. It should have
references to all the fault Peaks and also a reference to the Release Note. This association is usually set
up by the Release Management team.
The Release Peaks button will only appear if the call has an associated Release Peak (with Call Type:
R
— Release Management Forum) defined as a ‘Reference’.
oo ie fo onions [or Peak Seo
Peak Incident Management System - PC0227135
eras I[ permces I) Sreopucrs I) amen nwact( couscnos I sancetemense I misseor I
(cata Pomrmiss Of Proie cal
Release aged At HNGX 0828 _ITM_AGENTUPGRADE_ 0123. D002
[eattype [1 tive redera/Detece J [e-Noweracal
‘Contact [eDsi _ ‘Closed — Call withdrawn by user I ReleasePeats. I
Iapact ] ——
[Summary [ssve wera of, TH_AGENTUPGRADE. [Seve Sunmay ] xa a f
(Deve:19-Jel-2013 13:00:41 User! Castomer Call
[Sumaryslesse with install of RAL_ITM_AGENTUPGRADE_0122_Vooza on ievpb=n00t
[eat 9p
(call Friczs:
e
GX R650
_Oeaseigned_
Fuctoew: saxacerest
Date/Time Raised: dui 19 2013 92118"
[psicriey: ¢
Fig.8.1.11a: Peak PC0227135 with Release Peaks button
a Peak
mas erences I oom aamact I); cousemons _(ranoernaiaaieI( maze sor,
[Reference Type [Top Ref
[TRIOLE for Service Delete I I Top Ret.
Reuse PEAK Dee I I Tonnet
[Devintiel-Ditector Delete I I TopRet
[Product Baseine [4 [Beate I
[Recase PEAK Oeics I [ Tepnet I
[RaaRairene pe Fetes Vane)
I Ada Reference(s) I
eo) mn
Fig.8.1.11b: References tab shows PC0227135 has 2 associated Release Peaks
If you click the Release Peaks button, the Query List page will show a brief summary of the progress of
the Release Peaks and Release Notes associated with this Peak.
very st CERT
‘Search
Peak Incident Management System
Release Peak” Rakeaie Note” Descpion ig Dexhaton [Taget Retense [Curent nis ke py Wada
APOSTLE i )1-Jan-1900 )1-Jan-1900- JAppled 16.08/13 Action Complete
storie -Jan-1900——p-fan-1900—[apped 260773 Acton Complete
Fig.8.1.11¢: Output after pressing Release Peaks on PC0227135
8.1.12 Business Impact
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version’ 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 33 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
The ‘Impact’ should give a brief description of the perceived impact, in terms of cost and scope that the
incident is having on the customer or estate and is used by the Business Impact Forum (BIF) (§8.1.19.2).
Once an impact has been added, the text of the Impact will appear in orange in the Call Details page; the
first 63 characters (depending on the font) will initially be displayed but you can use the right-arrow key
to see the first 80 characters. The full impact text can be seen in the Expanded view and printouts.
To manage the impacts, click on the /mpact tab (§8.5).
8.1.13 JIRA
JIRA is part of the Apt (Application Lifecycle Methods and Tools) framework. It is used by Development
teams to create a JIRA entry to record code changes against. No code changes may be made without a
JIRA record.
JIRA is a recognised standard for Project Management and it allows for code reviews as it links directly
to the subversion version control software used by Fujitsu.
To create a new JIRA from a Peak, highlight the description text in the Progress area of the Peak, from
the drop-down list select a project then press the JIRA button.
8.1.14 Summary
The ‘Summary’ field is used as the title of the call and can be amended as long as the call has not been
closed. You can amend this field by typing text immediately into the ‘Summary’ box then click on the
Save Summary button to commit the change.
The first 63 characters (depending on the font) of the ‘Summary’ field will initially be displayed in the Call
Details page but you can use the right-arrow key to see the first 100 characters. The full summary text
can be seen in the Expanded view and printouts.
The text in the ‘Summary’ field will appear greyed-out if the user's role does not allow changes or if the
call is closed (§4.2.4).
8.1.15 Links to KEL (Known Error Log)
These 3 icons take you directly to the Known Error Log (KEL) via the SSC website (which uses identical
login credentials as the Peak system). See §26.1 for more details.
8.1.15.1 Search the KEL
The “#” icon enables you to search the KELs on the SSC Website for the best matching KEL for this
call after highlighting some text in the Progress Narrative. You will be taken into the SSC website to a list
of KELs that contain the highlighted text.
The icon “ a. gets Peak to suggest the best matching KEL given the existing symptoms in the call.
Peak will automatically select the important words from the first progress of the incident and then search
the KEL using these words. You will be taken into the SSC website to a list of the top 10 matches.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 34 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
8.1.15.2 Create new HNG-X KEL
Clicking the icon “ " will create a new KEL after you highlight some text in the Progress Narrative
(which will appear in the ‘Symptoms’ of the new KEL). You will be taken into the SSC website “Create
HNGX KEL” page where the ‘KEL Title’ and ‘PEAK Call Ref’ have also been automatically populated
from the Peak call.
8.1.16 Progress
The area in the middle of the Call Details page is referred to as the Progress field. It displays a trail of
where the call has been (audit information) and previous updates made to the call. Two background
colours can be configured via Preferences to distinguish between different Progress updates (§13).
The text displayed in this area is read only; not editable and can contain links to References, evidence,
user details/teams/admin and embedded HTML.
To see an expanded view of all the Progress Narratives (without the scrollable area) use the Expand
button.
8.1.16.1 User Details
In the Progress Narrative, if the user's name appears (usually after an update) as a hyperlink then by
clicking it you can find out more information about that user such as phone number, e-mail, teams they
are members of and admin details (like last logon).
Details Teams Admin
Name Anne Williams s
Base BRAO]
Fig.8.1.16.1:User Details, Teams, Admin tabs
Clicking on the ‘Email’ hyperlink in the ‘User Details’ window will generate an e-mail addressed to that
user and with the ‘Subject’ field pre-populated with the text: “Peak Incident PCnnnnnnn”.
If the user name does not appear as a hyperlink in the Progress Narrative then that user has since left
the Company and been removed from Employee database.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 35 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
8.1.17 Root Cause
The ‘Root Cause’ field is visible only from Call Details page. As a standard user, the root cause can be
changed only if the call is on your Team's stack (§4.2.4). A ‘Route Cause’ must be specified before the
call can be closed.
8.1.18 Add Response to a call
See §9.
8.1.19 Routing call to another team/user
Calls on Peak can be transferred between teams and within teams to individuals by first changing the
‘Routing Team’ and/or ‘Routing User’ fields (using the drop-down lists) then pressing the Route button.
The default value is the currently assigned team and user. Users with the standard role may only route
Open calls that are assigned to one of their teams.
If you know the user you want to route a call to but do not know which team(s) they are a member of,
you may search for a user by pressing the ellipse button “(...)” which is next to the ‘User name’ field. This
will display the “Choose a user” pop-up window that lists all the valid Peak users. Under ‘Select User’,
choose the name you are looking for and then ‘Select Team’ will be populated with any teams that they
are members of. Choose the appropriate team and press OK to copy these details back into your original
form or Cancel.
Usually you will be able to route calls directly to individuals within a team. However team restrictions can
be set up by the Peak Administrator, to prevent the routing of calls directly to members of a team.
Instead the call will be routed to the “_Unassigned_” user within that team. This set-up is applies for calls
routed to the EDSC, when a Prescanner within the SSC is responsible for routing all new unassigned
calls to individual users.
Note that in the Cal! Details page, only the short name of the ‘Routing Team’ are displayed. But if you
have 1E7 or later, if you hover over the team name in the drop-down list a tool-tip will appear with the full
team name.
8.1.19.1 QFP Team
The Quality Filter Process (QFP) team is the gateway into Systems Integration (SI) for non-SI teams, so
all calls must be routed to this team for progressing by any SI team.
The members of the QFP are representatives of all the SI design/development units. Allied to the QFP
Team is the QFP Forum which has a role similar to the Release Management Forum (RMF) but which
authorises the release of fixes into baseline releases, rather than the live estate. For more details see
document reference DE/PRO/015.
8.1.19.2 BIF Team
The Business Impact Forum (BIF) team is the initial review body for incidents raised by the live estate.
They meet daily to discuss all Peaks on their stack and decide, depending on the business impact,
whether a fix is justified. If it is not then the call is closed with a KEL otherwise the call will be routed
through to Development to investigate and provide a fix is required. This relies upon Business Impact
statements (§8.1.12) from the support and Development teams.
If an incident is urgent, it may by-pass the BIF team straight to Development but this should be stated in
the Business Impact.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 36 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
8.1.20 Action/Remove Action
LC Lowel
Peak Incident Management System - PC020S688
(GRAS Poss Ee Se
[Reesse_ Reponedin HNG-X 0100 Top Ret
Reese eS] —
3 ReeRENCES Proovers
Progtess Siopped _ I
(Closed — Advice after Investigation
[Semmary __IFADE96311 vansacton fa [Save Surmany
lence ecozoseee opened = = a)
Decasle encered are
TICTONNT MANGEMENT I
Dece/Tane Raises: Oot 24 2020 203K I
Product Seria ior I
‘Daring 827 ~et 15130 poveres down palinfvO0S. Recovery was within SLA then Thia transaction failed out of expected tine window from branch code
€56913 9 cara account transacricn.
30-24 14:03:08 [ Haan, Aleszan)
reate a new request/incident/probien/change/i2%ue
24 $4:06:99 [ Man, Almizen)
‘AadRasponse. I
TeamOny
“Remove Ackso.
[Band I
Graphs
13 cose
Fig.8.1.20: ‘Action on xXOSR_GDC’ team
If you would like to place an action on a call to ensure that a person or team carries out certain tasks
related to that incident (without losing control of the incident) then you can use this button which toggles
between Action and Remove Action.
First change the Routing Team (and User) fields to the relevant team and user that you want to place an
action on and then press Action.
Once the incident has an action defined, the Action button toggles to Remove Action, the button
background changes to orange in Call Details and the actioned team is displayed above the button (e.g.
“Action on xOSR_GDC’ as shown in Fig.8.1.20).
This will cause the actioned user/team to see this call in assigned queries as if it is on their stack but the
call is not actually assigned to them. By default, you will not get an alert if call is actioned on you but this
can be configured via Alerts (§17).
Once the tasks related to that call have been completed, you can Remove Action.
Note that if you action a team in another Company then that will allow them to access the call (§4.2.7).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 37 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
8.1.21 Subject Product
Each Peak call must be related to at least one product. If the incident has been associated with more
than one product then the background to the Products tab will appear orange in the Call Details.
To manage the products related to an incident, click on the Products tab (§8.3).
8.1.22 Expanded call details
The Cail Details page displays limited progress text, to view the progress full-screen (without the
scrollable area), click the Expand button to get an expanded view.
8.1.22.1 To save call as a file
The Expanded Call Details page is similar to the Print view and from this page, you can save the call to
a HTML file:
» From the Explorer File menu, select “Save As”.
> Inthe “Save Webpage” information box, respond Yes to saving webpage.
>» Astandard Microsoft Save Webpage window is displayed and defaulted to your local drive. Type in
your filename and click Save.
8.1.23 Assignee
The ‘Assignee’ field shows you who the call is currently assigned to. The user name and team are
concatenated and displayed in this read-only field. A call can be assigned to only one user at any one
time (whilst the action may be placed on another user).
Clicking on the hyperlink in the ‘Assignee’ field will generate a new e-mail with the ‘To’ e-mail field
populated with the full e-mail address of the assignee as well as the ‘Subject’ field populated with the
text: “Query regarding Peak PCnnnnnnn you have assigned”.
8.1.24 Clone a call
Pressing the Clone button will create a duplicate Peak call and display it in the Call Details page. The
clone will look exactly like the original (including all progress history and references) except for the
following:
Call Reference The clone will have its own unique Peak call reference
Call Logger Name of the Cloner and their default team
Top Ref A reference to the master call is made the top reference.
Similarly in the master call, the cloned call is made the top reference.
Most of the original references are removed other than those to external
systems.
Call Type “C - Cloned call”
Contact Name of the Cloner
Status ‘Pending — Potential Problem Identified’
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 38 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
Progress Some details about the creation date, time and user of the cloned call are added
at the top, before the progress history from the master call.
An update showing that this call was cloned, the original call reference and
mer are appended to the end of the original progress. Similarly the cloned call
reference will be appended to the end of the master call.
Routing The clone is automatically routed to the Cloner’s default team and username.
Assignee Name of the Cloner and their default team concatenated together.
Evidence Links to all the evidence items are copied across
Two separate incidents will then exist on Peak (with different call references) which can be dealt with
independently. Call cloning only takes place on Peak so if the call originated from the OTI link, a
duplicate call will not be created on e.g. TfS.
Usually you will be able to clone calls however team restrictions can be set up by the Peak
Administrator, to prevent all members of a team from cloning calls. If you wish this feature to be
enabled/disabled for your team, first check with the Team manager then contact the Peak Administrator.
Note that you may clone closed calls but only if your Peak role allows you to do so (§4.2.4).
8.1.25 Close/Reopen Peak-originated calls
The Close/ReOpen button will only be enabled if the call originated from Peak and your Peak role
allows it; otherwise it will appear greyed out (§4.2.4).
Within the Cal! Details page, this button toggles between Close and ReOpen depending on whether the
Peak call is open or closed.
For details on closing OTI-originated calls, see §9.4. Closed OTI-calls cannot be reopened using Peak.
8.1.25.1 Closing Peak calls
You will only be able to Close Peak-originated calls and only if:
* you are a member of the Assigned team
*® you are a member of the Call Logger’s team
«you have Administrator privileges
* you have set a Final Response Category (via Add Response) and a Root Cause — but only if
the call has been through the rest of the Peak lifecycle (§4.2.3)
Once the call is closed, many fields and some buttons are disabled out but it is still possible to add a
response and the ReOpen button will remain activated.
8.1.25.2 Reopening Peak calls
You will only be able to Reopen Peak-originated calls and only if:
you are the Call Logger
*® you are someone from within that user's team
Clicking on Reopen will immediately reopen the call and assign it to the current user and team. Full
functionality will be returned; all the fields and buttons will be enabled again.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 39 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
Note that instead of reopening a call, you could clone a close call; but only if your Peak role allows you
to do so (§4.2.4).
8.1.26 Last Progress
This a view-only field which displays the date, time and user who last made an update in the Response
Text or Progress box for this call.
8.1.27 Target
This field is automatically populated with a date which is generated from the Call Type, Priority and
date/time when the call was raised on the Peak system.
For example, the generated targets for incidents of the Call Type ‘L’ (Live incidents) are:
Priority A = 1 day
Priority B = 3 days
Priority C = 5 days
Priority D = 10 days
8.1.28 Cost in Man Days
The data in this field used to be used by the Release Management process.
Development can add the expected man days cost of the work to implement the change requested. This
is added from the Add Progress page and may be searched using Query Builder.
8.1.29 Graphs
To see a simple graphical representation of the progress history of a call and how long it spent with
different teams, click the Graphs button.
It will only show the teams after the call has been routed across to Peak so the time spent at the other
end of the OTI will not be shown.
8.1.30 Stream
Stream is a product that the Security Team uses to register security incidents.
To generate an XML extract of a Peak call which is suitable for the Stream database, click the icon
‘SM How the Security Team uses this extract is beyond the scope of this document.
8.1.31 Close
Pressing the “£3 Close” icon will close the current browser page.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 40 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
8.2 References tab
In the References page, you can Add Reference, Delete existing references and nominate a Top
Reference which will make that particular reference visible in the ‘Top Ref’ field on top-level Call List and
Call Details pages (§8.1.5).
To add a reference to an existing incident:
>» Select the reference type from the ‘Add Reference Type’ drop-down list (e.g. ‘MSC’).
> If necessary, change the template for the reference type by using the ‘Expected Format’ drop-down
list (e.g. ‘043Jnnnnnnn’ and ‘043Jnnannnnn-nn’).
» Type in the ‘Reference Value’ — which must be of the ‘Expected Format’ - then Add Reference.
Note that multiple references of the same type can be added provided they are comma separated.
Many references are hyperlinks to external resources e.g. TfS calls, SSC KELs, MSC Tasks, Release
Notes, documents, etc. For example, if a call was raised on TfS, the TfS call reference would appear as
a hyperlinked top reference (like 3245056). Clicking on this link will take you directly to that particular call
in TfS but first you must set up your TfS login details via Preferences, see §13.
If you add a reference of type ‘Product Baseline’, next to the Add Reference button, the icon “”” will
appear. If you click this icon, you will be able to search then select from a list of current software
baselines by typing in a minimum of 4 characters.
8.3 Products tab
To view the products related to an incident, in the Cal/ Details screen, click the Products tab.
a Ce Ce (ee ee
Peak Incident Management System - PC0204654
Pad Periomet ds. hist over
Pte ew fseme[émme lone
EPOSS & DeskTop “ounter Cooamoa ica Delete I I
HING-X Plafomns [Branch Support Server (BRS) I [arancuipc patanaseI [I fof Delete I I Subject
Ae0P y [or comer —— "AidProdeI_FotProct_] I
Fig.8.3: Call associated with 2 Products
If there are any Products already associated with the call then it will be shown in the top section of this
screen (as shown in the Fig.8.3).
The first product associated with a call is automatically designated the default ‘Subject Product’ which
means that it will appear in the Call Details page (§8.1.21). To change the default product, click the
relevant Subject button in the Products form.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 41 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
Note you will not be allowed to modify the Products if your role does not have the necessary privileges
(§4.2.4). Consequently the middle section of the screen (as shown in the Fig.8.3) will only be visible for
privileged roles to add a product to a call:
> If you know the product group and product then select a ‘Product Group’ which will then
automatically populate the ‘Product’ drop-down list with only relevant products, then click Add
Product.
>» If you only know the product (but not the product group) or you wish to see a list of all the available
products then use Find Product. Start typing the product name into the ‘Product name search’ field
and the products matching the text you entered will be displayed. Click the relevant Select Product
button and this product/group will be copied into the Products page, then select Add Product.
If the product cannot be found then you can ask Peak to add it by clicking the ‘Request a new product’
link which will generate a new e-mail template addressed to Peak with the subject “Product request”.
The Build Chunk, Deployment Group, Live, LST, SV&l headings are the release (deployment) groups
and the rigs supporting the platform. If the ‘Product Group: HNG-X Platforms’ is selected then these
fields will be automatically populated. This information was imported from the Platform Hardware
Instance List (PHIL) document.
8.4 Evidence tab
Aside from text which can be directly input on to a Peak call, extra information such as log files, UNIX
dumps, executables, etc. can be attached to calls as evidence (to a maximum size limit of SOMb).
If a call has evidence attached, the Evidence tab will appear with an orange background in the Cal!
Details page (as shown in Fig.8). There will also be a hyperlink to the evidence file in the Progress
Narrative which can be used to open the evidence item directly.
The Evidence page will display a list of evidence files attached to this particular Peak call:
Peak Incident Management System - PCO100516
Pron E
T) Seach
II TARGET RELEASE II pease st
FieName [Description ISice [Date [Compress [os [ Sowniosa.al I
DiPco100-1 ZP MWVIDCAD? even &uacelogs earbewinfo 1972179 I GB I fess" arse [eer ‘ARCHIVED
(Cxeaece 5
SESISS 1588458 POC log lsssaass bNooe [open] I [Download
102 -poc150622 mt ne =
(seeise IrADSss4se Evens bsoar None (Gem) I [ omiond
Rep_Bvet se vee es
Browse
Fie Type ee Tipe
SSouce 05 z [Seema Cosecaa I
Bicine
Fig.8.4: Three evidence files: one is encrypted and one has been archived
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 42 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
8.4.1 Adding evidence
Generally, to add a file as evidence to a Peak call:
>» Inthe Evidence page, type in the ‘Source File Name’ (which is a mandatory field denoted by the
orange background) or use the Browse button to display the standard Microsoft Windows “Choose
file” window to locate your file then click Open.
>» (Optional) If Peak has not correctly filled in the ‘File Type’ or ‘Compression Type’ then update these
fields.
> Type in a ‘Description’ of the type of file or evidence attached (mandatory)
The ‘Description’ field will used in the hyperlink text in the Progress Narrative; which if clicked can be
used to open the evidence item.
» (Optional) Choose the ‘Source OS' (Operating System).
» Click Add Evidence to include the chosen file to the call, the new evidence is added to the list of
evidence at the top of the page.
When an evidence file is uploaded, it is given a unique internal name starting with the Peak call
reference and ending with its character extension (e.g. PC0101234_123456.doc). Therefore when you
open the evidence item, Windows will know which program to use to open it. But if you choose
Download, the file will be saved using its original file name.
Compressed files can be added to calls but only if they do not need to be obfuscated.
8.4.1.1 Encryption of evidence
Peak can be used to handle secure data by encrypting data which is uploaded as evidence.
Selecting the ‘Encrypt file’ option will update the Progress text to log that a file has been placed in the
encryption queue. The encryption job runs every 10 minutes and will compress the file, convert it into a
Self-Decrypting Archive (SDA), add the evidence item and update the Progress text with a random pass-
phrase (minimum of 10 characters) along with a link to the encrypted data.
If encryption fails for any reason, the file will not be made available to download, the Call Progress will
be updated with a short error message and the User who added the evidence will be sent an e-mail.
Once available, another Peak user will be able to download the encrypted (*.EXE) file and enter the pass-
phrase to decrypt and access the data.
For additional security, encrypted files are deleted 28 days after the call is closed.
The software used to create the SDA is open source software AxCrypt which encrypts using AES-128
File Encryption.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 43 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
8.4.1.2 Obfuscation of evidence
Before evidence containing personal/sensitive data can be passed to external Peak Companies (like the
Fourth Line Offshore Support team in India GDC) it must first be obfuscated. To ensure this happens,
the Obfuscation Tool has been integrated into the Evidence page.
The following files must be obfuscated before being sent offshore:
* counter PostOfficeCounter log
* counter message log
e BAL message log
« database exports
Files not listed above (e.g. BAL OSR logs) do not require obfuscation and may be attached in full.
Each file type has its own list of patterns that it is checking for, so you MUST select the correct type of
file (e.g. ‘BAL Message Log’) after selecting ‘File Type=Obfuscated File’ and/or ticking ‘Obfuscate file’. If
the wrong file type is selected, the incorrect pattern file will be applied to the log and sensitive data may
not get obfuscated.
If you are uploading evidence that has been logged by anything other than the default debug level (i.e. if
you change the Log4j reporting level) the output will have to be checked manually for sensitive data.
The Obfuscation Tool can only deal with individual uncompressed files so the files must be presented to
Peak one at a time and uncompressed:
» Inthe Evidence page, type in the ‘Source File Name’ (which is a mandatory field) or use the Browse
button to display the standard Microsoft Windows “Choose file” window to locate your file then click
Open.
» If Peak has detected that that file should be obfuscated, then you should OK the message:
Message from webpage
DY Should this Evidence file be Obfuscated in accordance with RMGA policy (SVM/SEC/POL/0003)?
ex Cae)
Fig.8.4.1.2: Obfuscation message
Then Peak will automatically fill in other fields for you, e.g. ‘File Type=Obfuscated File’, ‘File
Type=Counter Post Office Counter log’, ‘Compression Type=None’ and ‘Obfuscate file’.
> If Peak has not detected that the file should be obfuscated, then you will have to manually select
‘File Type=Obfuscated File’ and/or tick ‘Obfuscate file’.
> Type in a ‘Description’ of the type of file or evidence attached (mandatory).
» Click Add Evidence to include the chosen file to the call.
» Then OK to “The file has been added to the Obfuscation queue. This incident will be updated with
the link when it is available”.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 44 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
The obfuscation job runs every 11 minutes and will obfuscate the file, add an evidence item and update
the Progress text with a link to the obfuscated data.
If obfuscation fails for any reason, the file will not be made available to download, the Call Progress will
be updated with a short error message and the User who added the evidence will be sent an e-mail.
If the source file takes longer than 10 minutes to process, obfuscation will be aborted. If the source file
contains anything other than plain text, the obfuscation will fail with “error 11” because it did not find any
tokens to apply the pattern checks to.
More details including a definition of the error codes can be found on the SSC Web Site in WAD019.
“Obfuscation Tool for evidence to External Peak Companies”.
You could continue to route the call to the relevant team/user whilst waiting for the evidence to complete
obfuscation (see §8.1.19) when you will be asked to confirm that the incident may be passed to the
external company with the attached evidence.
8.4.2. Opening/Downloading (All) attached evidence
You can view evidence attached to a call, retrieve a copy of a particular file or retrieve all the files
attached to a call.
To view a file attached to a call, use the Open button within the Evidence page or you can click on the
link in the Progress text. But this only works for unzipped files since Windows Internet Explorer is called
directly to view the file; the file will not be unzipped before it is displayed
To retrieve one set of evidence, click the relevant Download button or the Download All button on the
top to retrieve all the non-archived evidence for the incident. When you select Save for the first time that
day, you will have to navigate to the correct directory. After this, the browser should remember the last
directory used for the rest of the day. FireFox has configuration parameter for setting the directory of
downloaded items.
Note that the Open and Download buttons may not be enabled depending on your level of privilege.
8.4.3 Deleting attached evidence
For security reasons, encrypted files are automatically deleted 28 days after the call is closed. If this has
happened, all the buttons (Open, Download, Delete and Update) for the archived file(s) on the
Evidence form will be replaced by the text “ARCHIVED” (as shown in Fig.8.4).
Evidence for other types of calls are not automatically archived but you can manually remove evidence
by clicking the Delete button next to the relevant file within the Evidence page.
8.4.4 Updating attached evidence
To update an evidence file which has already been uploaded to Peak, clicking the relevant Update
button. This will populate the ‘Details of file to be added/amended’ area in the bottom section of the
Evidence form with the details of the evidence item. Then you can make any necessary changes: from
changing the evidence description to replacing the file then press Update Evidence to save your
changes.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 45 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
8.5 Impact tab
An impact can be added, deleted or updated via the /mpact tab.
After typing in the Impact text, you can spell check the text by selecting “ (§9.2), Clear Text (to
remove the text you just typed in), Delete (to delete an Impact), Restore (to revert back to the last
saved text) or Save Changes.
Once added, the colour of the tab for Impact will change to orange and the Impact text will appear in
orange in the ‘Impact’ field in Call Details (as shown in Fig.§8).
8.6 Collections tab
A Collection is a group of related calls. All the calls within a Collection can then be retrieved by building
a query using the collection name (e.g. Collection - Equal To - <Collection_name>, see §11.1 for
details).
If the incident has been associated with least one collection, the background to the Collections tab will
turn orange in Cail Details (as shown in Fig.8).
First a Collection must be defined (as described in §16) then incidents can be associated with (and then
removed from) that Collection via the Collections tab:
Peak Incident Management System - PC0211253
ons I) TARGET RELEASE (aa
[Search
oars memes I ms
eevee [Date Added [Added By
OC fo11.07-18096 [Ame Chanbers [fee
fst
[Ada / Amend / Delete Collections
22. MUST_HAVE ~Ilagraton Must Have PEAKS for 0 14162 (Public)
Edits Collacton II Edit Collectons
Fig.8.6: Call associated with 2 Collections
If there are any Collections already associated with the call then it will be shown in the top section of this
screen (as shown in the Fig.8.6).
To add the call to an existing Collection, select the collection name from the ‘Add Incident to Collection’
drop-down list then Add to Collection which will then create an entry in the top section of the screen.
Note that the ‘Add Incident to Collection’ drop-down list will only display Collections which you have
permissions to update i.e. all public collections, your own privately created collections and your team’s
private collections
To remove this call from a Collection, press Delete on the relevant Collection line. The Delete button will
only be enabled if you are the user who added the incident to the Collection or the Collection owner,
otherwise it will be disabled.
You can also make a collection the top collection (which means that it will be displayed in the Cail List if
the ‘Top Collection’ column is configured, §7), press the Set Top on the relevant Collection line. Note
that the Set Top button will only be visible if this call belongs to more than one collection.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 46 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
You could define a new Collection via this Collections page by pressing the Edit Collections button
which will take you straight into the Collections definitions with a blank Collection (§16). Or you could
edit one of your own Collections by selecting the name via the ‘Add Incident to Collection’ drop-down list
and then pressing Edit This Collection. Note that if you will be shown a blank Collection if you select a
Collection that you did not create.
8.7 Target Release tab
Press the Target Release tab to display the Releases screen where you can view the release history,
select a release type and release then Add it to this call. If you have administrative privileges then the
Delete button will be enabled for you to delete an existing release. Generally, this field is set when the
Peak is first created and is subsequently updated by members of the Release Management team.
The fields under the headings ‘Description’, ‘Date Out Dev’, ‘Date Out PIT’, ‘Date Into Test’, ‘Date Out
Test’, ‘Date Out Live’ and ‘Deploy Groups’ are automatically filled in if you choose a release type of
‘Targeted At’ and select a release which has those properties associated with it; usually set up by
Release Management.
All roles may be set the ‘Reported In’ release but the ‘Targeted At’ option is only available to roles with
the Administrative privileges (§4.2.4).
The last target release added will appear in the ‘Release’ field in Cal! Details (§8.1.4).
8.8 Release Management tab
The Re/Man page was intended to be used by the Release Management team and Release Management
Forum for planning releases of deliverables.
a
Peak Incident Management System - PC0223274
betas mrmcs_ I) gous DDE BpACT I coulscnows I sancereast
TadeionsT ‘ast Be Loraine oe i Ducfing)2013-07-19 143205
est
[Ester the current status fom the Release Management Forum Toc tems soch as
1. Date - Date ofthe last review
2. Action - Perso/Depariment who have any actions to moving the incident
forward.
13 Review - Date to review actions
[eee Bae ESinoas
Fig.8.8: Call Details - Release Mgmt tab of a Release Peak
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 47 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
Information for the Release Planning (RP) record can be created/updated:
1. Automatically by Peak for a:
a) fault/Release Peak when it is added to a Collection (§8.6) whose name begins with “RP-“ (e.g.
“RP-release_planning” which is used to track every fault Peak expected to be fixed and
deployed).
Note that there is no restriction on who can create a Collection starting with “RP-“(§16).
This RP information will be maintained by Release Planning.
b) Release Peak when a Release Note is created (§28.1.4).
Information from the Release Note is used to complete the Cail Details of the Release Peak.
This RP information will be maintained by the Test and Release Management Teams.
2. Manually for:
a) asingle fault/Release Peak via the Call Details - Release Mgmt tab
b) multiple fault/Release Peaks via Call List: Bulk Update button (§7.2.1)
Each fault or Release Peak can only have one RP record but there is a many-to-many relationship
between fault Peaks and Release Peaks.
8.8.1 Manually Updating a Release Planning (RP) record
To manually create or update the fields in the Re/Man form:
>
If the Peak call does not have an RP record, then the form will have the attributes: ‘Index=0, Last
Editor=N/A, DateTime=N/A and Status=Closed’. But once an RP record is created and changes
saved, these fields will be automatically populated by the Peak System.
Once an RP record has been created, it cannot be deleted/withdrawn, to stop it appearing in any
reports set Status=Closed.
‘Progress text’ is a free-format field but the standard format is to precede the text with the date.
When a Release Note is moved on to a different work unit, an update will be automatically added to
the Progress text field (e.g. '03-09 Status Updated to Test from Release Note Action — In Test’).
The dates under the column headed ‘Planned Dates’ are optional but should be maintained by the
relevant team.
If a Peak (which does not have an RP record) is targeted, an RP record will be created automatically
with the ‘Planned Dates’ copied from the Target Release details (Cail Details - Target Release tab).
Note that the ‘Into Production’ date is automatically set to the second Sunday following the ‘Out LST’
date but it can be changed if necessary.
The dates under the column ‘Actual Dates’ are currently not used or included in any reports.
‘Status’ shows how far through the process the Peak is (e.g. “Z-New, Impacting, Waiting
Fix/Integration, Hold, Raise RN, Test, Release to Live, To be closed tomorrow or Closed”).
If an RP record is created by Peak, its status will be initially set to “Z-New’.
‘Group’ is a free-format field which allows a subset of fault/Release Peaks to be logically grouped
together (e.g. if they are due to be tested at the same time) and shown in the “Release Planning
Summary” report (§23).
> ‘Owner’ is a free-format field and shows the name of the person currently owning the Peak.
>» Press Save Changes.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 48 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
There is no audit trail on any of the fields in the Re/Man form including the ‘Progress text’ so diligence is
needed when removing or changing the text or fields.
8.9 Print
The eo icon is a quick way to print out the Call Details of the current Peak (§14.2).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 49 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
9 Responding to a call/Progress Text
To add an update or new information to a call, use the Add Response button from Call Details.
Peak Incident Management System - PC0243956
Propess Navaive
[bsre:2015-06-06 09:26:06 User: Gastomer Call
IPranazer Move: Transfer Group from ‘POA-FICMAC! to ‘FOR-FU-PEAK!
lUser declared a cash iast night snd it’s fine put she ynen tried this morning user got an identical cash declaration. I
Popes Tet : Popes Tompats
None cI
Nowe Ths wn OTI Prove Inet
+ Progess Oat updates wi ot besa to th Conner
+ Peting Ropers wilt sate Conner
+ Baal Reape wipe he cid bck fe Coomne (doing
the Peal)
Fen Cay 2]
~Progress Only _
Faber
ryps2o1s _Ifl [0926 i
Fig.9: Add Progress screen on an OTI call
Then enter your update in the Progress text box and choose an appropriate ‘Response Category’ from
the drop down list then click on Save (or Back to detail to return to the Cal! Details page without saving).
If more than one user tries to update the same call at the same time then they will be shown Update
Conflict screen and they will be given the opportunity to save or discard their update.
Note that the maximum size of response that TfS can cope with is 4Kb so be aware that the TfS update
may be truncated when sending responses back across the OTI.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 50 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
Peak incidents can also be updated by sending an e-mail:
From an FJ e-mail address To or CC field = PCnnnnnnn'
replace PCnnnnnnn with the relevant Peak call reference.
From an External e-mail address Reply to the relevant e-mail sent from peak!
‘Subject: Complete Call Update PCnnnnnnn....’ and type in the
progress between the [Update Start] and [Update End] blocks.
Note that sending an e-mail using the BCC field does not work.
The process to add e-mails to incidents runs every 5 minutes and will reply via e-mail if successful or
unsuccessful. The ASCII version of the e-mail body is added as Call progress and any attachments are
captured as evidence.
9.1 Progress Narrative
Information that has already been added to the call is displayed in this field and is not editable. The
content might have been transferred to Peak via the OTI or it could be text input into Progress box of the
New Call page when the incident was first created.
Text highlighted in blue in the ‘Progress Narrative’ window indicates a link to files such as evidence,
MSCs and SSCKELs that are attached to the call.
9.2 Progress Text/Response Text/Final Text
The title of this window will change dynamically depending on the ‘Response Category’ selected:
e Progress Text if ‘Response Category: Progress Only’
Updates of this type will not be sent to the external Helpdesk; they will just appear on the Peak.
e Response Text if ‘Response Category: Pending’
Final Text if ‘Response Category: Final’
These types of updates will be sent to the external Helpdesk (TfS or QC).
Each progress update has a unique ‘name’: #Progress1, #Progress2, #Progress3, etc. The name can be
determined by manually counting the number of preceding updates or in the tool-tip name; by hovering
within the relevant update. This enables you to create links which point directly to a specific update. So if
you wanted a link to the 12th update of incident PC020804 in another call, add a Call Reference with the
Vi ‘ 4#Progre: " ‘ively, you could si ie the complete link:
c IRRELEVANT }
You can embed HTML into a progress update by including the text “[HTML]"; which will apply to all the
text in that update. For example,
{HTML]
<TABLE border="1” cellpadding="1" cellspacing="0">
<TR>
<TD BGCOLOR=#CCCCCC"><B>Client</B></TD>
<TD BGCOLOR='#CCCCCC”><B>No_of_Txns</B></TD>
<TD BGCOLOR='#CCCCCC’"><B>Time_in_APS workstation</B></TD>
</TR>
<TR><TD>2968</TD><TD>5</TD><TD>seconds</TD></TR>
<TR><TD>2777</TD><TD>6</TD><TD>seconds</TD></TR>
<TR><TD>2772</TD><TD>3749</TD><TD>33 mins</TD></TR>
</TABLE>
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 51 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
The table above <b>only</b> shows the differences.
which is displayed as:
Date:21-Feb-2011 14:49:03 User:Test User
2968 5 seconds
2777 6 seconds
2772 3749 33 mins
The table above only shows the differences.
Fig.9.2: Rendered HTML in the Progress Narrative
If there was a problem rendering the HTML then there will be a problem displaying the Peak call. To
resolve this, contact the Peak Support.
Spell Checking
Clicking the icon “¥” enables you to spell check the text in this window. The Spell Checker pop-up will
be displayed and allow you to step through potential spelling mistakes and select from a list of
alternatives. To replace a word with an alternative, click on it in the drop-down list or move on to the next
mistake by pressing Skip Word. When complete, to copy the new text back into the Progress window
press Done; which can be used at any time to skip the rest of the spell check.
This feature is also available when creating new calls (§12.3).
Format XML
Highlight the relevant text in the Progress window then click the icon ” to check the format of the
XML and make it more readable.
9.3 Progress Templates
Templates may be used to provide forms for the user to complete or guidelines for information required
for a type of incident. The ‘Progress Templates’ drop-down list, on the Add Progress page, gives a list of
possible pre-defined text templates that may be applied to the response box. When a template is
selected the corresponding text is appended to the Progress area; which can then be edited before
selecting a Response Category and pressing Save.
To create, edit or delete a Template see §24.
9.4 Response Category
Some guidance on Response categories is available via the Main Menu: Procedures button (currently
only available to OT! Administrator roles).
Several Final response categories shown in the ‘Response Category’ drop-down list have an orange
background (e.g. 62 — Final — No fault in product’) this indicates that they are black mark closure
categories for the filtering teams and they count against that team’s filtration targets. These categories
should only be used in those cases where the filtering team should have been able to resolve the call
themselves or they did not provide the appropriate evidence as requested in a KEL.
Depending on the call type, the process below may also be described briefly in the helpful text
underneath the ‘Progress Templates’ drop-down.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 52 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
9.4.1 Responding to Non-OTI Originated Calls
If you type in a Progress update but do not select a Response Category, the default is ‘Progress Only’.
This response type will just save the update to the Peak call; so, for QC incidents, the update will not be
sent to QC
Pending responses will also only appear on Peak call except for QC incidents when the update is also
copied back to QC.
Selecting a Final response will route the call back to the Call Logger who should check if they are happy
with the response and either close the call or return it for more information (e.g. '52 - Pending -
Response Rejected’).
But for QC incidents, a Final response will route the call to the QC Interface team and a resolved
message will be sent to the QC interface. If the QC user is happy with the response they will send a
‘Closure Agreed’ which will close the Peak or a ‘Fix Rejected’ which will route the Peak back to the last
team. For more details, see §4.3.3.
9.4.2 Responding to OTI Originated Calls
Whilst the OTI call is in the Pending state, all updates or responses will be sent back over the OTI to
update the originating Helpdesk; except for ‘Progress Only’ updates (which only update the Peak call). It
should take 2 minutes for Peak updates to appear on their TfS call and similarly for TfS updates to
appear on their Peak call. Note that any OTI updates over 4Kb sent to the TfS Helpdesk will be
truncated.
Once the OTI call has a Final response, the incident will be routed back to the OT! Administrator team
(currently the SSC) to check the integrity of the closure response before closing the call on Peak; which
sends the Final response back across the OTI and passes ownership back to the originating Helpdesk.
The Helpdesk can then continue working on the call (checking back with the Branch, route the call onto
another Helpdesk, etc.) before closing the call on their system.
9.5 Effort (hours)
This field was used by Release Management process to identify the expected man effort the fix to a call
will require.
However with the introduction of Release Planning, this field is now no longer used.
9.6 Forecast Date and Development (ManDays)
On the Add Progress page, these are fields that may be populated as part of the Release Management
process.
When a Fix Impact is added by Development to a Peak, the expected date of the fix will be completed
and it is entered as a ‘Forecast Date’. The amount of time that the fix will take to complete is entered as
‘Development (ManDays)’.
Both these fields are available to be displayed on the Cail List and to be searched for using Query
Builder.
However with the introduction of Release Planning, these fields are now no longer used.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 53 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
9.7 No Forecast Date
By ticking ‘No Forecast Date’ (and also entering a Response), the ‘Forecast Date’ field will become
disabled and is set to a date far into the future (“31/12/9999 00:00").
This means that the ‘Time to Target (days)’ column which, if you have configured it to be displayed in
the Cail Details page, will start counting down — ignoring core hours, weekends or Bank Holidays - from a
very large number and be shown in green until it becomes overdue and will be shown in red.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 54 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
10 Searching for Calls
There are 4 ways to search for a particular call or a set of calls:
® Quick Search for simple searches if you have a reference (e.g. Peak, reference, KEL,
TFS incident, etc.)
e FreeText Searching to search for text within a call
e Menu bar search like Quick Search, for simple searches if you have a Peak reference,
free text, reference, KEL, TfS incident or TfS site
e Query Builder for more complex searches — see (§11)
Avery quick way to view a call is to enter the Cal/ Details page of another call and then modify the Peak
reference bit of the URL address so it looks like: “...?Call Reference=<other Peak reference>”.
10.1 Quick Search — find call [f]
Quick Search provides a facility for searching for a call based on the references that can be added to
Peaks (call reference numbers, Release Notes, baselines, KELs or TfS call references).
a (= a (CT es Seo I Search
Peak Incident Management System
Cal Reference (7 Orr Reference
(2 Equal To Tike
‘Search All Cae ‘Search Open Calls Oy
[Reference [3197474 x] Search I
Fig.10.1: Quick Search for TfS 3137479 amongst the open calls
Enter a ‘Reference’ to search. This can be a Peak Call reference or a reference which has been added to
a Peak such as Release Notes, KELs or TfS call reference (§8.1.5). No wildcards are allowed in this field
and it is optional to include the “PC” Peak call reference prefix.
Then choose the relevant radio buttons depending on the kind of search you wish to do, then select
Search:
» Decide whether the Reference given was a Peak Call Reference or Other Reference.
» Decide whether you want the search to find calls ‘Equal To’ or ‘Like’ the Reference entered.
» Define the range of the search — ‘Search All Calls’ or just ‘Search Open Calls only’.
If only one result from the search is found then the call it is displayed directly in the Cal! Details page but
if more than one result is found then the calls will be displayed in a Calf List grid.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 55 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
10.2 FreeText Searching
SQL server offers a facility for string comparisons similar to Internet search engines returning results and
a matching score or rank. The index used for this searching is held outside of SQL Server, which means
that these queries do not have the same impact upon Peak as searching the Progress Text via Query
Builder.
First, you will need to configure the type of search that is to be performed and then start the search by
pressing the icon “
e Wildcards - Partial word matching is possible using the “*” character. (e.g. “Config* “ would look
for all words starting with “Config”)
e Match ALL words - Search for progress updates that include all the search words (i.e. AND
function). This is the default.
« Match ANY words - Search for progress updates that include any of the search words (i.e OR
function). Note: This will take longer than the match ALL option and may timeout.
e Limiting matches - Restrict the returned matches to 50, 100 or Unlimited (9999).
e Ordering - The returned matches are listed in order of relevance then latest date. But if you
select the 'Order By Date’ it will default to Unlimited matches.
SQL server ignores some keywords which are removed before the query is executed. If your search
consists entirely of ignored words a warning will be displayed.
Each progress update is searched individually (rather than the entire incident) so some Peaks may
appear more than once in the results list.
Since the index is only (incrementally) rebuilt every Sunday morning at 06:30, any progress that was
added during the week will not be available for searching instantly.
If the keywords appear in the progress text more than once its ranking score will increase (out of 1000)
and the match will be listed higher in the results list.
Try to make your search as specific as possible, a single word search may match several hundred
updates. If they all have the same rank then only the first 50/100 matches will be displayed and may not
include the incident you were really interested in.
If you want to see all the calls in the result list in a Cal/ List grid, press the Create Call List button at the
bottom of the page. This will call up the Multi-Query form and automatically generate a CSV list with just
the matched call references (§11.3).
Some of the information above can also be found on the FreeText page (““] FreeText searching
help”), click on the icon “#!" to see the help on FreeText searching.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 56 of 125
oo
FUJITSU
Peak User Guide
FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
10.3 Menu bar search
The fields on the right hand side of the menu bar provide a short-cut to the various searches available on
Peak:
[SE Ca CO
EDSC Calls - 53 Rows at 201
Fig.10.3: Menu bar search for a KEL
First define what item type you wish to search from the drop-down list Peak (reference), free text,
reference, KEL, TfS Incident or TfS Site. Then type in the actual text to be matched into the adjacent
field and press Search.
Gaifrence [Pron [inet TICaltioeI Sunman esonee Top Relves [Fes Gatecion [Pune
le peoner fe JL —_[EAveEL CENTRICA SUART_METERINGAPS_D0.CENTRICA SWART METE}aam Woody a9s0s06 S- Waning EDS
je pcozasess Ie [9502171 Somware-Declarea ca ie genical wom last nant 9 Ke 17308006. DSO
a couatse fe ‘DRS applcaton has 1 urescie operaton exceptonjana Ke 003007 EDs,
mo eaais Ie [3062 appicanon has 1 wnvesclved operation excepions) i poossea7 osc
i couunes fe jo [eatec.caPo tgs on 23 tune 0045 14:15 we 04200400800) [ne Ghamare—_fasyoenesou ose
OI mses Ie i aa issing or BROS. NGA RAW_SLT_ STATS table Sat June ie Chambecs__ ponaaeas7 =
ol peozeesa Ie 6 Reporte Loci Litissue pea Peacey [ssc-Po0 So I
is poss jo HRP Generator- Change dessin feidto andar, [ben Peacey =
Ci] [penzesees fw. CTOs August tease Chant aTovan Worrbeckvi [ben Peacey IReroaaow __leDso
ia ooaess fe JA CTO2s August Release Toten WonbooK2-TOC pen Peacey zag jaefoaa 6 =
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version’ 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 57 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
11 Queries
Queries are pre-defined search criteria which can be used to find calls quickly.
If you have not defined a default query (usually if you are a new user), Peak will create one for you which
will be used to load up the Call List on first logon — this usually displays open calls in all of the user’s
teams. This query can be edited by the user via Query Builder and new queries can be added and saved
in the Query List for future use.
11.1 Query Builder - build query [b]
The Build Query page has several parts and functionalities. Searches can be simple or complex;
depending on how many conditions need to be satisfied.
Query builder acts as a Graphical User Interface (GUI) where users can use drop-down lists to select
fields, operators and values to generate ‘Peak Query Code’ (which will automatically generate the
underlying ‘SQL Query Code’).
LL CT © Search
Peak Incident Management System
Seach Titel —
‘Field to be compared ee ae
[ActonedFiag _¥) [EqualTo ¥I
< [ Aaaana) II Aaa(on II Parse Query II ClearQuey II AddEverts. I I Setas Defat Query II Share Query
cle Query Code 1
[cionedFieg
lactoned Team
IAetonee
Avalable Display Fields
[ActonedFiag a
[actoned Team
lactones
‘Displayed Fields sear bust 1
Cal Reference
[Assigned Team
lassignee
[mainwindow)
Fig.11.1: Query Builder screen with ‘SQL Query Code’ window
The ‘SQL Query Code’ window in Fig.11.7 is only visible to the SQL role (§4.2.4). It enables those roles
to define queries by directly entering the SQL or by editing the produced SQL script in this window.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 58 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
11.1.1 Search Title
If you are going to store this query for retrieval in the future, it is recommended that you type some
descriptive text in this field to help distinguish this query from others.
If no title is entered, then the first 50 characters of the ‘Peak Query Code’ will be used.
11.1.2 Field to be compared, Operator and Value
These three components are combined to produce a search condition. More complex queries can be
generated by defining more than one condition. Results are displayed only if the resulting query is true.
The ‘Field to be compared’ drop-down list contains columns in the Peak call that are most frequently
searched. If the column you wish to search on is not listed then e-mail the Peak Administrator to request
that it is added to the list.
Example of a simple search To retrieve a list of all (open and closed) calls progressed by me in the last
week:
>» Select the following from the drop-down lists:
Field to be compared = Progressed By Me
Operator = Greater Than
Value = [LAST WEEK]
» Click either the Add (and) or Add (or) button to populate this condition into the ‘Peak Query Code’
as:
Progressed By Me — Greater Than — ‘[LAST WEEK]
and automatically generates the underlying ‘SQL Query Code’.
» Atthis point, this simple query can be saved or just run using the Save Query and/or Run Query
buttons.
11.1.3 Add (AND) and Add (OR)
The Add (and) button is equivalent to the logical AND operator where all conditions have to be true for
the query to be fulfilled.
The Add (or) button is equivalent to the logical OR operator where only one of the conditions has to be
true for the query to be fulfilled.
The ‘Progressed by’ query option allows you to search for progress added by another user. Due to the
possible number of matches it is recommended that at least another condition is also added.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 59 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
Example of a more complex search To retrieve a list of all (open and closed) calls progressed by the
user Tom Banks yesterday.
» Create the first simple search condition:
Progressed by — Equal To — ‘Tom Banks’
Click either the Add (and) or Add (or) buttons to populate the Peak and SQL Query Code fields.
» Create the second condition:
v
Date Last Updated — Equal To — ‘[YESTERDAY]’
» Since both conditions must be true for this query to produce the desired results then Add (and) must
be used to combine both conditions with the “AND” operator in the Peak and SQL Query Code
windows:
Progressed by — Equal To - ‘Tom Banks’ AND Date Last Updated - Equal To - ‘(YESTERDAY]’
Note that if Add (or) was used, instead of Add (and), then you would get a list of all the calls ever
progressed by the user Tom Banks as well as a list of all calls last updated yesterday (by anyone).
11.1.4 Parse Query and Clear Query
If you have the SQL role then after you have made some manual changes in the ‘Peak Query Code’
window, use Parse Query to check the validity of the ‘Peak Query Code’ before populating the ‘SQL
Query Code’ window with the equivalent update.
If you do not have the SQL role then Parse Query will be done automatically whenever a query is saved
or run.
Clear Query will reset all the fields in the Build Query form.
11.1.5 Add Events
Peak events, such as when an incident is routed to a particular team, can be added to a end of a
completed query
A pop-up window similar to Build Query is displayed. Simply select the fields, operators and values for a
simple or complex event search then click Add To Query and the event will be added to the end of the
‘SQL Query Code’ or Exit.
11.1.5.1 Set as Default Query
Selecting this option will make the current query your default query which will be loaded automatically
upon logon and will be shown as your default query in the Query List (§11.2).
11.1.5.2 Share Query
Selecting this option will make the current query a shared query which can then be listed and executed
from the Query List page by any user (§11.2).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 60 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
11.1.6 Peak Query Code
When you click on Add (and) and Add (or), the selected SQL statement is displayed in this window.
The content of the ‘Peak Query Code’ field can be edited. But you should only type in your own queries if
you have extensive knowledge of the underlying views and tables in the Peak database. If you type in a
column name that is not in the views used in Peak, your query will not return results that you expect.
11.1.7 SQL Query Code
This window is only visible if your role allows and it will display the underlying views and tables that will
be used based on your search criteria.
If your role allows, you may type in your own SQL statements into the ‘SQL Query Code’ field. But you
should only type in your own queries if you have extensive knowledge of the underlying views and tables
in the Peak database. If you type in a column name that is not in the views used in Peak, your query will
not return results that you expect.
11.1.8 Sort Fields
The set of fields: ‘Available Sort Fields’, ‘Order Direction’ and ‘Ordered Fields’ allow you to choose the
order the results from the query will be displayed in the Calf List page.
» Select the columns you wish to sort on by highlighting them in the ‘Available Sort Fields’ window.
» Choose the ‘Order Direction’ (ascending or descending order).
» Click the >Add Ordering> button to migrate your selected columns into the ‘Ordered Fields’ window.
This box shows the fields that will be sorted and the field at the top will have the highest priority. You
can change the priority of the fields by highlighting the field in ‘Ordered Fields’ and clicking on the up
and down arrows “E"” and “i” to increase or decrease its priority order.
If you want to remove one or more sort fields, highlight the field(s) in ‘Ordered Fields’ then click the
<Remove Ordering< button.
11.1.9 Displayed Fields
The set of fields: ‘Available Display Fields’, ‘All Fields’ and ‘Displayed Fields’ allow you to define the
columns to be displayed when the results of the query are returned in Call List.
To speed up display, deselect ‘All Fields’ and customise the ‘Displayed Fields’ list so just those columns
that you are interested in are displayed.
The functionality here is similar to that explained for Sort Fields (in §11.1.8).
The default set of columns listed in the ‘Displayed Fields’ window can be configured via:
e ‘Set as Default’ (§11.1.9.2) or
e ‘Default Query Fields’ in Preferences page (§13)
The ‘Call Reference’ column is a mandatory field which is always shown in ‘Displayed Fields’ and cannot
be removed.
Note that the order of the displayed columns is not configured in Build Query but in Call List (§7.3).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 61 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
11.1.9.1 All Fields
This is just a quick way to display all the columns and overrides the columns listed in the ‘Display Fields’
window. By default, this box is unchecked which activates the >Add Field> and <Remove Field<
buttons.
11.1.9.2 Set as Default
This allows you to configure the default columns for all new future queries:
» Edit an existing query so it has the fields you wish to be default in its ‘Displayed Fields’ window.
» Tick the box named ‘Set as Default’ then Save Query. Note that the query must be saved for the
default fields to take effect.
» This will add the new default ‘Custom’ option to ‘Default Query Fields’ in Preferences. Although the
default option, you will still be able to change it to one of the other predefined options (§13).
11.1.10 Retrieve Query
Click to display a list of all your saved queries in the Query List page (§11.2).
11.1.11 Save Query
Click to store the current query in the Build Query page for future use. The query will then appear in the
Query List page (§11.2).
11.1.12 Run Query
Click to cause the selected criteria to be run against the Peak database — without saving.
If the query is successful, the system will automatically open the Calf List page displaying all the calls
that matched your criteria.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 62 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
11.2 Display list of queries - query list [q]
The Query List page displays a list of saved queries that currently exist for your user. It will show you
which query has been defined as your default query (to be run at logon) and whether any are shared
queries. You can choose to Edit, Run or Delete your queries.
very ust Fie Pesk__n]seren Pook Seah
Peak Incident Management System
(7 Sto Sane ences I ¥ Show Quay Tex)
Ruery Title ‘Query Text SQL Query Text Default Shared]
SELECT [Call Reference] [Summary] {Prionty] {Assignee}
[New Changed Flag] Site} {Time to Target (days)}. {Top
ference] [Top Collection] FROM faCompanyCallDetails(-2994)
[Assigned Team - Equal To - EDSC’ OR Actioned Team - Equal
at Rin I 0s DSC open call : :
[>= EDSC) AND St Not Equal ToC NTHERE (Aspe Ten] = EDSC OR [Achoned Ten =
FEDSC) AND {Seaus = 1C
SELECT [Call Reference] (Top Reference] [Top Collesnon} [Call
[spe] Prony] {Summary} [Assignee] (Asianed Team] Product]
[Product Group} [DateTime Last Updated] (Target Release]
New Changed Fg} {Tune o Tage dav} [Sie] (Call Logger)
[Actoned Tears] FROM foCompanyCallDetas2994) WHERE (
[Assigned Tea] IX CEDSC."TIS Sec Access TIS NOC: POCL-
[RDP Ret-DataWS-Dev'T&S DBA. T#S Nemorks TS
ii’ ChageNoteForun'SSC-Dev'SSC- w
ih POCLRefDataRDO” POCLRefData0SGPOCL Test
ta Ref Data SLi TS SMC1'-Ref DataCS-Dev TH NT) OF
[Actioned Tea] IN CEDSC'TE Sec Access’ TIS NOC. POCL-
[-RDP. Ret-DataWS.Dev' TIS DBA. TYS Neworks TES
nu "ChageNoteF nu ‘SSC-Dev "SSC
ih POCLReMDataRDOPOCLRefDataOSGPOCL-Test-
ata Ref DatS-Liv. TSS SMCT’ Ret DataCS-Dev TH NT) )
Eat I rin I 8 Se TM OP rate Deft Ques
IND [Stam] '= 'C ORDER BY [Call Reference] ASC
([¢ Show Shared Searches I ¥ Show Query Text)
Tie Peak Quay Text BOL Guay Tex
fans - Not Equal To CI
[AND Sommuny - Begins
Rin V1 OPEN RN With -"VI'AND Call. [SELECT {Call Reference] [Summary] [Prionty] {Assignee] FROM faCompanyCallDetals(-1918) WHERE [Stara '= ‘CAND [Summary
[Type - Equal To - Releas
fotice For’
aT ypelD - Equal To
fn fERDT Ie W-1 [WANDDoe Gees ex gcr ca eae (Asner Pin) Smmay (Top Cleon op Reece Dain Las Up Sts (Ase
EEK]
summary ~ Begins Wath
[DATAO!
tans - Not Equal ToC
[AND (Assigned Team -
Ru bs Data Release Notes ISELECT (Call Reference} [Summary] [Printy] {Assignee} [Call Srarss] FROM fiCompauyCallDetals(-1
VHERE [Suanmary] like
fe ErOSED ELECT {Cat Reference] {Summary} [Prony] {Stun {Date Lax Cloned] [Date Opened] FROM fCompanyCallDetnly(-1486) WHERE
>
Begin Wh Peuss7058
ats Not Equal ToC
‘OL Peaks -NOT (AND Summary - Begins
Ri NOT Hah "VOL AND Date ELECT (Cll Reflrnce] [Summary] {Aviged Tenn] [Poni [Sane} Dat Lae Up] [De Opened (Target Relente Type] [Tore
ed Greter Than
prisoson
j
Fig.11.2: Query List showing Shared searches and Query Texts
If you are a new user, initially this list will just contain the default query set up by the Peak Administrator.
You can change the default by creating a new query and ticking its ‘Set as Default Query’ box
(§11.1.5.1). You will not be allowed to delete your last (default) query; otherwise Peak will not have a
query to load at logon.
Shared searches are just queries that can be shared with everyone else on Peak (§11.1.5.2). The ‘Show
Shared Searches’ field is a toggle which will hide/display the list of queries that have been shared and
allows you to Run, but not update, them.
The ‘Show Query Text’ field is a toggle which will hide/display the Peak Query Text and underlying SQL
Query Text for your specific and shared queries.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 63 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
11.3 Build query using CSV list
The Multi-Query form offers a quick way to enter a list of calls (as a comma separated list) which will be
displayed in a Cail List grid.
It can be instigated via the menu: Call/Build New Query/Use CSV List or via Create Call List which will
pre-fill in the Peak references using the results from a FreeText Search (§10.2).
To generate a Call List just containing the calls specified:
» Select the type of references that are going to be entered (which can be Peak, QC or TfS.
References or Release Notes)
>» Type in a comma-separated list of references
> Press Create Call List
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 64 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
12 Creating new Calls — new calls [n]
When a new incident is reported, there must be a formal way of tracking and fixing the problem, an
incident or call must be raised and this can be done from an external helpdesk (TfS/QC) or from within
Peak depending on who the incident is being reported by e.g. Post Master via HSD, Events via SMC or
Testing via Testers.
This section explains how to create new Peak incidents. These calls are known as non-OTI originated or
OTI Consumer incidents which can be sent across the OTI to generate Helpdesk calls.
To create a new incident directly on Peak, invoke the New Call page:
LL CY A CA MN 8k IS I Seaen
Peak Incident Management System
[renter fess sense ci
NotSelecied J] [Top Ref
T] NotSeiectes <
7] ~ I
‘NotSelectog ¥]
[Response Category I [Target Date [Target Time
[Progress ony ~] —
(Manal Routing
i VL reaPromeet
‘Note: Fields marked in are mandatory.
Fig.12: Create new Peak call page
Peak will automatically populate the ‘Call Logger’ and ‘Team’ fields with the information based on your
user account details but you can change the ‘Team’.
The mandatory fields are initially shown in orange and are: ‘Reported In Release’, ‘Call Type’, ‘Priority’,
‘Summary’ and ‘Subject Product’. As each mandatory field is populated, its colour will change from
orange to grey (normal). When the last mandatory field has been completed, the Route button will be
activated and when selected, a new Peak call reference will be generated then the call will be assigned
to the specified team or individual
The current process does not allow Development to raise new calls or clone calls. They have to contact
someone in the OTI Administrator team (currently the SSC) to do this task on their behalf.
Generally the fields on this page are as described in sections: §8: Displaying Call Details and §9:
Responding to a Call. If there is a difference in functionality or more explanation is required then they
are listed below.
If you cannot create a new Peak call it could be because you are a member of the ‘Read Only’ role.
Contact the Peak Administrator if you wish to change this.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 65 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
New Peak incidents can also be created by sending an e-mail :
From an FJ e-mail address To or CC field = new@ _ J
To create a Peak of Call Type='0’ (Operational).
Default values will populate the Priority=C, Release=HNG-X Rel
Ind, etc. but these can be superseded in the e-mail body by
specifying e.g. “PeakPriority:A”.
From an FJ e-mail address To or CC field = refdata
To create a Peak of Call Tyne (Reference Data Service).
Similar to new@ GRO. ‘but with different defaults:
Priority=B, Product=SSC Ref Data Request, etc.
The priority of the Peak may also be set by changing the
Importance of the e-mail (High Importance=Priority A).
From a POL/Royal Mail e-mail address To or CC field =
Used by POL/Royal Mail to create new Reference Data Peaks.
Note that sending an e-mail using the BCC field does not work.
The process to create Peak incidents from e-mails runs every 5 minutes and will reply via e-mail if
successful (with the Peak reference) or unsuccessful. The ASCII version of the e-mail body is added as
the Call details whilst the original e-mail and attachments are captured as evidence.
12.1 Reported In Release
Each team has their own list of possible releases when raising a new call. The list changes if you choose
a different call logging team. If you are a member of multiple teams you may do this at the time of
raising a new call by changing the ‘Team’ in the top selection box.
If the release you require is not available in any of your teams, contact the Peak Administrator to make
the release available to the appropriate team.
For more information, see §8.1.4.
12.2 Top Ref
If you wish to define a top reference when creating a new call, the procedure is very similar to that
explained in §8.1.5, when adding references to existing Call Details.
To add a reference to a new incident:
>» Select the reference type from the ‘Top Ref’ drop-down list (e.g. ‘MSC’).
> This will display two boxes to the right of ‘Top Ref’ which are equivalent to the ‘Reference Value’ and
‘Expected Format’ fields in the References page (§8.1.5).
> If necessary, change the template for the reference type by using the Expected Format drop-down
list (e.g. ‘043Jnnnnnnn’ and ‘043Jnnnnnnn-nn’).
» Type in the Reference Value — which must be of the expected format.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 66 of 125
FUJ00080332
FUJ00080332
oO Peak User Guide
FUJITSU FUJITSU RESTRICTED
Peak Incident Management System
wolSelected c So, usc = v <Samnnnan i
NotSeioced y] a =
MamalRowiss [esc I v[LFndueen I]
Fig.12.2: Defining an MSC top reference for a new call
12.3 Response Text/Progress Text
The title of this window (Response Text or Progress Text).will change dynamically depending on the ‘Call
Type’ selected.
Any information deemed relevant can be added as text to the call. Within this window, you can embed
HTML into a progress text and run spell checker “
For more details about this field see §9.2.
12.4 Response Category
The contents of the ‘Response Category’ drop-down list will vary depending on the ‘Call Type’ that was
selected.
Use this drop-down list to define the response category of the text that you entered in the ‘Response
Text/Progress Text’ field (Progress Only or Pending).
See §9.4 for more information.
12.5 Target Date and Time
‘Target Date’ is the timescale within which a fault Peak call should be resolved. It is dependent on the
Call Type and Priority so once both of these fields have been selected, the ‘Target Date’ and ‘Target
Time’ fields will both be automatically be generated from the current date and time.
‘Target Time’ is displayed in local time.
See §8.1.27 for more information.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 67 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
12.6 Auto Route/Route
All new calls must be initially routed to a Peak team. If required, that Peak team can then route the call
onwards to an external helpdesk like TfS.
Calls can be routed to teams/users within Peak or to external systems like TfS; but only if your Peak role
allows you to do so (§4.2.4).
Once the mandatory fields have been completed, the Route button will become enabled. By default,
new Calls will be routed to the ‘Call Logger’ but you can specify another team or user (via the ‘Manual
Routing’ drop-down lists and Find User) then click Route. This will commit the details of the call to the
Peak database, allocate a unique Peak reference and route the call to the relevant stack.
If the Route button does not become activated when all the other fields in the New Call has been
completed, this could be because you are running an older version of IE which does not correctly handle
the javascript commands that enables this button. You can either upgrade to (at least) IE6 Service Pack
1 or set the ‘Priority’ of the call last, which will cause a page refresh.
Note that the Auto Route button was disabled with a view to be removed. However it is now thought that
it may be re-enabled to replace the manual QFP role. It will route to the team associated with the
Subject product.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 68 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
13 Setting User Preferences [p]
The Preferences screen allows individual users to customise Peak. Any changes made in this screen are
automatically saved and activated otherwise use the Back button on the Browser to cancel.
Peak Incident Management S;
Gare Backgomd] (Nore) I
~ Peak Baton Ste ass I
Cal Progess Naratve Colw OneI I
‘Cal Progress Nanative Colour Two! YI
DataFidd Cole]
‘Open Defnkk Call List at LogonI 7
Fig.13: User Preferences page
Note that any configuration changes made via Preferences will not affect any existing windows that were
open before the update was made.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 69 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
13.1 User
13.1.1 Current Default Logging Team
When a new account is created, the Peak Administrator will set up this value.
Some users belong to more than one team. This option allows these users to select a different default
team so that any new calls created by them are now logged as being raised by this new team (§12).
If you only belong to one team then there will be only be one option in the drop-down list.
13.1.2 Default Logging Call Type
You can use this option to set the ‘Call Type’ field to default to a certain call type when a new call is
raised (§8.1.6).
13.1.3 Automatically logon to TfS via links
This option relates to any links that when clicked take you directly into TfS (§8.1.5 and 8.1.8); without
you having to provide your login credentials each time. To enable this to happen, you must set up your
TfS Username and Password login details within Preferences and then Save TfS Logon.
Once setup, you will be able to view a particular call in TfS that has been set up via References (§8.1.5),
or view a list of calls raised on TfS by a particular Branch via ‘HNG-X Site’ in Cai! Details (§8.1.8)
For this facility to work, the password in this field needs to be kept in sync with your actual your TfS
password.
13.2 Interface
13.2.1 Current Background
This option changes the background image that appears as wallpaper when you log into Peak client.
There are a selection of backgrounds but if you would like to make your image available to everyone
then e-mail Peak Support.
13.2.2 Peak Button Style
Select the style of Peak buttons from a selection (default is Metal).
13.2.3. Call Progress Narrative Colour One/Two
Define two background colours which are used to highlight alternating progress updates in a call.
13.2.4 Data Field Colour
Define the background colour which is used to highlight data items on pages.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 70 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
13.2.5 Main menu graphic banners
These are graphical backgrounds displayed on the Main Menu, relating to the style of buttons available
(i.e. Glass or Metal).
13.2.6 Stretch background images
If the background picture is smaller than the screen resolution, the picture will be tiled in the background.
If selected, the picture will be stretched to completely fill the background.
13.2.7. Automatically Fullscreen Call Details
To ensure that whenever you display the Cal! Details page it will always open in a wider and bigger view
select the ‘Automatically Fullscreen Call Details’ option.
13.2.8 Display Audit Details in Peak Progress
If this option is selected then audit information is displayed in the Cal! Details page and Expanded view.
Conversely, if this option is deselected then no audit information will be displayed.
13.2.9 Open Add Response/Progress in a New Page
If this option is ticked, whenever a user selects Add Response, the new Add Progress page will be
displayed in a separate window.
13.3 Call List
13.3.1 Size Call List for Fullscreen
This option only applies to the HTML grid.
By default, the HTML Call List grid comes with a set of scroll bars which can be removed by selecting
the ‘Size Call List for Fullscreen’ option. This also means that if you print the page in landscape you will
get a nicer printout of the call list; without the scroll bars (§14.1).
In IE, to toggle between full-screen mode (which removes the IE menus and tabs and fills the whole
screen with just the Peak window) and the regular view, select View/Full Screen from the IE Menu bar or
press F11.
13.3.2 Automatically Refresh Call List
This option only applies to the HTML, DHTML and Split grids (not AJAX).
Set the frequency that Peak should refresh or update the incidents in the Call List (default is 10 minute
intervals). If you do not select this option, you can use the Refresh button in Cail List to force a refresh
whenever you wish.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 71 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
13.3.3 Display Row Dividers in the Call List
Horizontal lines are drawn between each call in the HTML Cai List grid.
13.3.4 Display Queries in HTML Grid
If you select this option, you can then choose which one of four HTML grids (HTML, DHTML, AJAX or
Split) the results from queries (via the Call List page) is to be displayed (default is HTML).
The HTML version is robust in that it will work with most browsers but it has the limitation in that any
more than 100 rows will cause the query to slow down so this grid should only be used if the call list has
less than 200 rows.
The DHTML version has the benefit of being a dynamic grid with improved functionality (i.e. client-side
sorting, dynamic column sizing and column ordering) but it may be slower.
The AJAX version is a simple, lightweight grid but with very fast XML data refresh (once every minute).
This fast refresh rate is achieved by just getting back the changed text; not the whole page. But the
disadvantages of this grid is that it cannot be customised, sorted or columns re-sized and there is no bulk
update.
The Split version gives yet another view of the Peak calls but grid refresh is not automatic so has to be
done manually.
For a pictorial representation of the grids, see §7.
13.3.5 Open Call List in a new page
If this option is ticked, whenever a user opens a Call List, it will be opened in a separate window
preserving the page the user on.
13.3.6 Open Default Call List at Logon
If this option is not selected then, after you have logged into Peak, you will be left at the Main Menu.
If this option is selected then you will be left at the Cail List page after the default query has been run (as
configured in Query Builder, §11.1.5.1).
However, even if this option is selected, to ensure that everyone sees any new broadcast messages
(§27), or if you have any undeleted messages, you will be taken straight to the Main Menu to read your
messages before being allowed to continue.
13.3.7. Main menu Call List button always opens Default list
If selected, when the Call List button on the Main Menu is pressed, the default query (as configured in
Query Builder, §11.1.5.1) will be opened otherwise the last query loaded will be opened.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 72 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
13.3.8 Java Call List Font
This option defines the font, font style and size to be used by the Java Cail List which was not supported
from Peak Phase 9+.
13.3.9 Fix (Java) Call List size
This allows you to customize your Java Call List to a specific size rather than the default full screen and
Save it. This functionality was not supported from Peak Phase 9+.
13.4 Query Builder
13.4.1 Default Query Fields
This option relates to the type or level of fields that will be displayed in the ‘Displayed Fields’ list when
building a new query via Query Builder. It can be set to one of the following pre-defined levels:
« Release Details
e ~=Minimal (default)
° Medium
e Long
e Custom (optional)
The ‘Custom’ option will only appear if you have previously defined a customised set of default query
fields within Query Builder (§11.1.9.2).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 73 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
14 Printing calls
Several options exist within Peak for printing incidents depending on what type of print output you want.
14.1 Print a call list
If you want a printout which is effectively a screen capture then, at the appropriate screen, select from
the IE menu: File/Print which will display the standard Microsoft Printer options window. This method can
be used to print a HTML/DHTML/AJAX call list. Note that in HTML, if you set the ‘Size Call list for
Fullscreen’ option in Preferences then the scroll bars will not appear in the printout (§13).
Another method that can be used to print the call list is to use Copy from the Cail List to copy the grid
into an Excel Spreadsheet and then print its contents. For more details see §7.5.
14.2 Print individual call details
To print the call details for a single call, first view the incident via Cal! Details then click the icon “ ad
(§8.9) or Expanded Call Details (§8.1.22) then use the Print button provided by Peak.
14.3 Print multiple call details — multiprint [m]
Call details from several incidents can be printed in one go by using this option which can be invoked
using one of the following:
1. Main Menu: click the Multi print button
2. drop-down menus at the top of each page: select Options/Multi-Print
3. shortcut key: press “m” key on the Main Menu page (“[m]”)
An empty Multi-Print screen will be displayed when called via the above 3 methods. In the ‘Calls to be
printed’ field, type in a comma separated list of the call references to be printed (e.g. “PC0083330,
PC0089261, PC0093131”) then press the Print Calls button else Cancel Printing.
4. (HTML/DHTML) Multi Print button in Cai! List. This button will become activated as soon as you
select at least one call.
To select the calls, in HTML use the tick boxes on the left-hand side of each call and in DHTML
CTRL+click individual calls. As soon as you press Multi Print Peak will start printing the first call.
Each call reference starts off in the ‘Calls to be printed’ window then it is removed as the Microsoft Print
window appears for you to select the printer and click Print. Then depending on whether the print was.
successful, the call reference will appear in ‘Calls printed’ or in ‘Calls in Error’.
Note that the Microsoft Print window will be displayed before an attempt is made to print the incident (as
well as for each retry). This is because Multi-Print opens a new hidden page for each call and
automatically prints it before moving on to the next call. IE does not allow for web pages to print
themselves without prompting the user.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 74 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
15 File Share [s]
The File Share screen enables you to temporarily upload a file to the Peak server which later can be
downloaded by other users; which do not have to be Peak users.
Peak Incident Management System
List of Current Shared Files [Open] plays contents inthe browser, The Download Link wil save to yourocal die)
Fie Name [Description
IAPS 0261010208624 Gerald
[Road 212422 20 05 18 docs
ISize Bytes) [Date
bots-06-26
150145623
7428
IAPS tune for FAD 212422
Details offic tobe
Fle to Stare Browse
‘Ead Recepens (SV) Te cies
‘Storage Daan Ore Weet =]
[Fe Share allows you to temporary upload a let the Peak system which oer users can download fom the sever Advantages of ths Sesh
“+ Large Files, the emai system wil not cope with es over Smb in size
‘+ No Tidy-Up, the system wil automaticaly dt the fle after the pre-defined petiod, configurable when you upload the fle. (Scavenging is run at 02:00)
‘+ Email Link, you can request the into the fle tobe automatically seat to a tof users, or just supply them wit the URL sted when you upload afl. They donot have to be Peak users to download
the fle.
"+ Official Email Usage, guidelines request that we donot send large fles via emall but use shares ce is.
Note: As this sharing doesnot inchde any any ve logfiles that may contain sense should not be shared inthis method
Fig.15: File Share page with an existing uploaded file.
Company guidelines request that we do not send large files via e-mail but instead use shares like this.
The Company e-mail will not cope with files over 5Mb in size whereas files up to S0OMb can be shared in
this way:
1. Type in or Browse to the file you wish to share.
2. Type in a brief description of the file
3. Type ina list of the e-mail recipients separated by.commas (e.g.
“alan.brown¢ GRO Ybarbara.long} }. If you do not know the e-mail
address you can search for it by User name or Peak Team.
An e-mail will automatically be sent to the recipients (as well as yourself as the instigator) with
the subject “File Share Notification” containing a link to the file (or you could upload the file and
copy the ‘Download Link’ URL into an e-mail yourself).
4. Select how long the file should be kept for on the Peak server (from one week to one year).
Peak will automatically delete the file after the configured period. Scavenging runs at 2am daily.
5. Press Upload File.
Once the file has been uploaded, you can select Open to display the contents in the browser or Delete.
To retrieve a copy of the file, click on the ‘Download Link’ and then Save to your local disk.
File Share has no facility to perform any obfuscation. If it is required then you will have to do this
yourself by calling the stand-alone version of the Obfuscation Tool (see document reference
DEV/GEN/SPG/0023) before uploading the file onto Peak.
Note that files bigger than 90Mb can still use the Peak share but the file must be uploaded manually by
the Peak Support, e-mail Peak with your request and details.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 75 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
16 Collections [c]
Collections allow a user to group a set of related calls under a defined name. These calls can then be
retrieved by building a query using the collection name (e.g. Collection —- Contains - <Collection_name>,
see §11.1 for details).
To define or create a new Collection:
» Decide who you want to be allowed to update the calls in this Collection.
e ~Private/Any Team restricted to the creator (default)
« Private/<Team> restricted to any user in the selected <Team>
In this case, Peak will automatically add the text “(Team)” to the end of the Collection description
in the ‘Add Incident to Collection’ drop-down list.
e = Public unrestricted; anyone may add/remove incidents in this Collection — tick
‘Public’.
In this case, Peak will automatically add the text “(Public)” to the end of the Collection
description in the ‘Add Incident to Collection’ drop-down list.
Note that anyone who adds a Peak to a Collection may also remove them. But the owner may
remove any Peaks from a Collection.
» Select ‘New Collection’
» Type in a name and description for the Collection
>» Press Create Collection.
LS CT A CCM 2282 I Seach
Peak Incident Management System
[ Sai Gatecen OCA] a]
Cason Nabe 78 hae 3
Manel voce — Desipaed 0cbtCadincdes —FJ
Thee we Cais colina =
[_ Save.chenges_]I_Resoreiosaved II _OeiseCotecson I [Remove Atredens___I
‘What ae Cotecsons?
Ctections are simpy alist of Incident References,
‘Queries canbe built to search for incidents inside any Collection.
1f 4 Cobectondecared a Pubic, any user may add an mesdent to that colecton,
a Cobaction is Private (efat # may be esticted tothe creator or any user a selected team,
‘The vier who added an incident o a Collection and the Coection owner may femove the incident fom the collection.
PER Raga Say :
coos péJan-2015 150403 57 DCSM_C2_BULK_PIDDCSM_C2_BULK.PAPAI flowing avo Remove
oon (-im-2015 150526887 __ NWB- @@DCAD_@@4@@ HR _TINEOUT@@ Monto Shows BADA Remar
{co100816 fen User —_fp6-har2015 15045939 NW Ear Cra dply 03052008 0122 DCAA Renae I
Fig. 16: Collection showing the 3 associated calls.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 76 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
To update an existing Collection, use the ‘Select Collection’ drop-down list to choose the relevant
Collection name. Note that the drop-down list will only display collections that you have permissions to
change i.e. your own public and privately created collections.
Once a Collection has been created, the Create Collection button is disabled but the Save Changes,
Restore to saved, Delete Collection and Remove All Incidents buttons are available. The Collection
can now be populated with calls via the Collections tab in Call Details (§8.6).
After having updated any of the fields in this Collections page, for the change to take effect use the Save
Changes button otherwise Restore to saved to ignore any updates and restore the Collections page to
the last saved version.
If there is at least one call associated with a collection, you can press the icon “!”, next to the legend
“There are N Calls in this collection”, to display an embedded list of these calls. From here, you can click
on the Peak reference link to view the call details or Remove a particular call from the Collection. Note
that the Remove All Incidents button will remove all the calls associated with a Collection.
Delete Collection will remove the selected Collection and any associations that this Collection had with
any calls will also be severed.
Here follows some examples of the ways Collections can be used.
Example 1 Release Management review a number of Peak incidents each week. Usually they e-mail out
a list of these calls to all those involved in the review and they print and read the list before attending.
Release Management could create a new Collection named ‘RMF to be reviewed’, then they can add
those calls to be reviewed at the next meeting to the collection.
Release Management could then create a new Query that lists all the calls in this Collection
(Collection — Equal To — ‘RMF to be reviewed’)
and mark it as shared.
The review members could run this shared query to create a call list of those calls to be reviewed, they
could highlight all the calls and use multi print to print all the calls.
The Collection could be kept up-to-date with and new additions to the review, if they want other people to
be able to add calls to this collection they would make it public.
Example 2 Peter is in the Support Unit. Sometimes he may diagnose a call which he then passes on to
Development, however he would be interested in the progress of this call and would not like to lose sight
of it. He can create a private collection, add any calls of interest to it and create a query to display all
calls in the collection.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 77 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
17 Alerts [a]
Alerts are activated when a specified action or trigger takes place. You can configure what types of alerts
are generated and what action will trigger those alerts from the User Alerts screen.
To create a new Alert:
> Type in a name and summary description for the Alert
» Decide which single action will activate the alert from the ‘Activates when’ drop-down list:
* Call arrived on a team
« Call assigned to a team member
* Call closed
e Target Release changed
e Call arrived on system
* etc.
Vv
Select the type of alert you want delivered using the ‘Delivered by’ drop-down list:
© Email
sent to your e-mail address registered on Peak (or in the Company database) and it will include
a HTTP link to the Peak call
« Mobile Phone SMS (Short Message Service)
delivered to your mobile phone. Once ‘Mobile Phone SMS’ has been selected, a field will appear
for you to type in a mobile phone number. If you have registered an Alert phone number with
Peak (e.g. when your Peak user was created, §4.2.1) then this number will be retrieved and
displayed but you can change it.
If you wish to register or change your registered Alert phone number on Peak, get in touch with
the Peak Administrator.
e PEAK user message
shown in the Main Menu page immediately after you have logged in (§27).
» Adjust the following set of fields to further specify your alert or leave them unchanged; so everything
is matched:
e Assigned Team/User equals
e Priority equals
e Logger Team/User equals
« Call Type equals
e Actioned Team/User equals
e Release equals
e Collection equals
For example, to create an alert when a call arrives on any team then just set the trigger as ‘Call
arrived on team’. But to generate an alert when a call arrives on a specific team, you must also
select the team name from the ‘Assigned Team equals' list.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 78 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
Tick ‘Alert is enabled’ otherwise the alert will be created but not activated.
oa
» Ticking ‘Complete Call Text sent in email’ means that the Peak details will be attached in HTML
format to the e-mail alert. Once received, the e-mail recipient may submit a progress update to the
Peak by replying to the mail and typing their progress between the [Update Start] and [Update End]
blocks which appears in the e-mail body (§9).
> Press Create Alert to generate the alert.
Peak Incident Management System
"Your caren se we ied bdo cick ony dette
Tae I Dekery Heater ical Even I Apsbed I Asied I Acimned I Aconed I Lomi [ae UseI Cal Tipe I Cate I Compete
BOSC [a __fekealunbe mC a
(cat
Be Le ete yee I tte
Feber
ican
Many PEAK wer [Memo whes cal signed sined to SA
focssaze foe =a
ber
icat
Prenber
Uplate aon 258 Ranafensc evar [RS cat ccagesio wen maroer V]
Delivered by} =a ‘Summary DescaptinI Emai'when cal assigned'o me _
“Rrsignd Team egy Toor ci ‘Asined et equ Tos Ue [ee
Losger Team equal] Any Team __vI ‘Logger User equals] Ary User V]_- CabType equal Ary Type _ ———v
‘Actooed Team eg oy Toor y ‘Aatoned User equ] hy User TI] Release eel ry Feleare J
Cake al oy Cte SP At ti @ Some Cea
Swecheroes_]I_Resmewared [Dewan [I Covet I
Fig.17: Updating an existing Alert
All new Peak users are automatically set up with an enabled alert which will send them an e-mail when
they are assigned an ‘A’ priority call but you can change this alert so that the e-mail triggers on calls of
any priority. To update an existing alert:
>
v
v
Click on the alert that you wish to change at the top half of the User Alerts screen, which will
highlight the alert in orange and then update the bottom half of the form with its details (as shown in
Fig.17).
Change ‘Priority equals’ to ‘Any’
Update the ‘Named’ and ‘Summary Description’ fields to reflect this change in functionality
To create a new Alert and keep the existing ‘A’ priority alert, press Clone Alert.
To save these changes to the existing alert, press Save Changes or Restore to saved to cancel the
changes and Delete Alert will remove this Alert altogether.
You will not be alerted to changes that you yourself have initiated. Therefore if you assign a call to
yourself and you have an alert which triggers when you are assigned a call, you will not receive the alert.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 79 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
18 Help [h] and FAQ
This document is available from within Peak via drop-down menu: Help/On-line Help or via Main Menu:
Help. There is also a link from the Frequently Asked Questions (FAQ) page.
The FAQ page is available from within Peak via drop-down menu Help/FAQ. This is a quick aid to help
solve the most common questions faced by Peak users. They are listed in no particular order and the
Browser Find facility (CTRL+F) can be used to search within the FAQ page.
19 New Password
Normally after 50 days your Peak password will expire but you can change it before that via Main Menu:
New Password and then pressing the Change button.
The Peak password rules are explained in §4.2.2.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 80 of 125
oo
FUJITSU
Peak User Guide
FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
20 OTI(OTI Admin role only)
The Set OT/ screen allows you to set the OTI interface status and the default ‘Release: Reported In’ for
any calls that originated from across the OTI.
The OTI status can be configured to be up or down. If the status is down, a warning message will be
shown in OTI-originated calls on the top right-hand corner of the Cal! Details screen (§8.1.3):
RErE
PRODUCTS
(PC0136347 WAGES
ENDENCE
Ce Se Ce
Peak Incident Management System - PC0136347
Peak vISearchPeak I Seaien
Reported In ~ BI_3S90R
Rated eorEDSC
Priority: 8
Griginator'®
Product Tipe:
Product Site:
Dete/Tine Raised: Jun 3 2006 10:26
TCLKS65/4008
sen
Intormerion:
zroe0s1027¢
irososisos70
03/06/06 10:
03/06/06 10:32 uxssies¢
Lier has three xecent closed calls in relation co nts
03/06/06 30:26 caller states that ne has the message services venporarsiy unavailable and co try again in 25 mins.
services have been going down very frequently
Cae]
(General Other Misc -- ADSL
I Customer Call — EDSC
1 [oore]
(0€-Fan-2006 10-18 Customer Call
Target 09°06/2006
Cost 0 Man Daye
Fig.20: “OTI Down” warning and default Release:’Reported In’
21. Procedures (OTI Admin role only)
Clicking the Procedures button will display a document which describes how SSC team members
should perform internal procedure known as “Prescan”.
22 = Stats
This option will take you to the Peak Statistics page.
You can see an overview of the Peak incident metrics or drill-down to information based on Team,
Product, Tickets, Call Type or Releases.
23 Reports
© Copyright
Fujitsu Services
Limited 2003-2015
UNCONTROLLED WHEN PRINTED OR
STORED OUTSIDE DIMENSIONS
FUJITSU RESTRICTED
Ref:
Version:
Date:
Page No:
CS/MAN//011
3.0
18-Apr-2016
81 of 125
FUJ00080332
FUJ00080332
Peak User Guide
FUJITSU RESTRICTED
2
FUJITSU
This option will take you into the Reports page which is an alphabetic list of reports requested by various
groups. Some of the reports available include:
Name Description
Level 4 Reports Level 4 incident and defect reports
Live Incident by Team count of live incidents by Team
Obfuscation Report Obfuscation attempts with Peak reference, user, return codes
Release Status count of incidents by Release Status
list of all open incidents with active SLTs
list of Tivoli Teams and the Peaks transferred into/out of those
teams by month
Clicking on the Report ‘Name’ will either allow you to generate or open and save the report.
SLT Summary
Tivoli Team Transfer Report
23.1 Release Management Reports
Several reports apply specifically to Release Management including:
Name
Deployment Group report
LST RM-x Release Plan
Release Planning Chunks
Release Planning Platforms
Release Planning Summary
Releases by Planned Live Date
Releases by Planned LST Date
Target Release Report
Description
list of platforms and their associated Build Chunk and
Deployment Group
list of all Release Peaks currently assigned to the Peak users:
PRE-LST, RMx-PreLST, LST and RMx-LST.
Releases are done in chunks (or Deployment Groups).
This report is a breakdown by Release and Deployment Group
in each release and the status of each Group.
list of all current RP platforms and LST release note platforms
designed for use by Customer Service Prayers but can be used
for tracking any release or set of fault Peaks that reside in a
Collection and have Release Planning records
list of fault/Release Peaks grouped by their planned ‘Into
Production’ dates
list of fault/Release Peaks grouped by their planned ‘Out LST’
dates
all Target Releases and their attributes
Note that a Peak without an RP record will NOT be included on any reports. Similarly a Peak with an RP
record but not in a Collection may NOT be included in certain reports (e.g. “Release Planning
Summary”).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//O11
Limited 2003-2015 Version. 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 82 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
24 Templates
If you find that you or your team are typing in the same or similar text over and over again in call
responses, you should use templates. You will be able to call up the template from the Add Progress
page (via the ‘Progress Templates’ drop-down list), edit it before saving it as your response (§9.3).
Templates can be used by anyone but they may be owned by a particular team to restrict editing.
To manage templates, use the Templates button on the Main Menu.
To create a new template, set ‘Select Template=New Template’, type in a ‘Template Name’ and specify
the ‘Owning Team’ (from any of the teams you are a member of); this restricts further changes to the
template to members of that team only. Type in the template text and when finished press Add
Template.
To edit an existing template, select the template name from the ‘Select Template’ drop-down list. You
will be allowed to change ‘Template Name’, ‘Owning Team’ or template text then press Save Changes
or Restore. Otherwise use Delete Template to remove the template from the System.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 83 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
25 Branch Note (OTI Admin role only)
The Main Menu: Branch Note button is only available to OT! Administrator roles.
The Branch Notes screen can be used to add information about a particular branch (e.g. that it is a VIP
site or AEl-enabled branch). This note will then be visible in all calls raised by that Branch; in the Cal/
Details.
There are two ways to enter the Branch Notes form to create, add or view notes:
e To create the first branch note for a branch, you must use the Branch Note button in Main
Menu.
You will be asked to type in the FAD/Branch Code then click on the icon “* ” before the Branch
Notes screen is displayed. This method can also be used to view and add more branch notes.
e — If the Site has a call with a branch note associated with it, then you can go into the Call Details
for that call and click on the icon “ " to view and add more branch notes (§8.1.8).
fornch notes ie Tet Jontns
Peak Incident Management System
‘Branch 002001 notes:
ean [ae eee Geman 01S 1596 I Bape pa 2015 1536
Tis branch's AET cabled
[haan cow Nee fore ace
‘enter a brief description of the issues impacting this branch, Incde
suchas
1. Related TES incidet
2. Related PEAK incideat
3. Problem manager
eat these wil expe after 90_I days unless you change the deft
[Gearon [SI] mastiow
Fig.25: Adding another Branch Note for FAD 002001
After typing in the text for the branch note, you can change the default expiry of 30 days then select
Clear Text (to remove the text you just typed in), Spell Check “ Yh (to spell check the text, §9.2) or
Add Note (which will actually create the branch note).
Note that the only way to delete a Branch Note is to wait for its expiry date to end.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 84 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
26 Links to external systems
26.1 Known Error Log (KEL)
The Known Error Log (KEL) exists on the SSC website and is a collection of known defects, incidents
and problems that can be searched using a combination of keywords.
The KEL system can be accessed directly from the Search KEL or Raise KEL buttons on the Main
Menu but only if you have a UK or SSC domain login. If you are a non-UK or non-SSC domain user
then you will be presented with the NT domain login window.
KELs are primarily used by First and Second Line Support to determine if the problem being reported
has been seen before and therefore can be resolved without routing the call on to Peak. If a KEL exists
then it should contain useful information such as the extent of the problem, who the call should be routed
to, any work-around information, if a fix is due to be released, etc. If a KEL does not exist then the call
can be routed to the Peak System along with evidence for further investigation.
Hints on searching the KEL can be found by clicking on ‘KEL searching’ on the KEL Search web page.
Usually KELs are created when a software error has been identified; this can be by First or Second Line
Support, the SSC or even Testers (QC). If the KEL is raised with Peak call reference, then the KEL
reference will be automatically added to the Peak as a ‘Reference’ (§8.1.5). KELs may also be created
for non-software problems which could cause many Branches to phone the Helpdesk with the same
Issue.
If you are unable to create KELs but you can log onto the SSC Website, contact the SSC to enable this
facility.
Any calls returned from Development should have an associated KEL which may need to be updated by
the SSC before the closure response is sent back to the Originator. This ensures that KELs contain
current information so that the Helpdesk are always referring to the latest and relevant information.
Helpful guidelines on how to create KELs can be found by clicking on ‘KEL create notes’ and ‘KEL
formatting notes’ on the Create HNGX KEL web page.
26.2 Documents
The SSC website holds lots of support documentation generated by Development (e.g. High and Low
Level Designs, Support Guides, etc.) and Post Office Limited (e.g. Branch Focus issues, Operations
Manuals, etc.).
The Document Searches page can be accessed directly from the Documents button on the Main Menu
but only if you have a UK or SSC domain account.
26.3 TRIOLE for Services (TfS)
TFS incidents may be viewed by connecting to the TfS website which requires a TfS account.
Any Peak incidents which were transferred over the OT! from TfS will have an automatically generated
‘Top Ref’ of 'TRIOLE for Service’ containing the TfS reference. Clicking on this reference will take you
directly to the incident in TfS; provided you have set up your TfS logon credentials (§13).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 85 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
27 User Information
Peak Support can broadcast messages to all Peak users, a particular company, specific team or user.
Usually these messages are used to advise users of new developments in Peak and any planned
outages.
New users automatically receive all messages broadcast since Peak first went live.
If a new message is delivered whilst you are logged in, you will not see the message until the page is
refreshed. When you have read a message, you may be removed from your list by pressing Delete.
User information is sorted in date order with newest messages at the top but this order can be changed
by clicking on the arrow “i”or “E” next to the User Information button.
Note that you cannot avoid seeing new messages in the Main Menu screen. Even if you tick the
Preferences option ‘Open Default Call List when Logon’ (§13), you will not be able to by-pass the Main
Menu if you have any undeleted or new messages. With this in mind, you could create an alert to send
you a Peak User Message when it is triggered (§17).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 86 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28 Release/Change/Request Management
The Release, Change and Request Management processes were integrated into the Peak System at
Phase 8.
id
(iinet a
‘Administration
J " * Weleome to PEAK ** Phase 9
I ‘Youhave 6 messages.
I [Bete [ay tne 2018.0 1123
IThe Peak user guide has been updated, new information inches the Release Notes, Change management and the Spt id.
{is can be acess rm the [I o the main mem
\TDetete Tin itm Simin ot 411211424
Fig.28: Main Menu with Release/Change/Request Mgmt buttons
The Peak System can be used to:
e list open Release/Change/Request Notes
e search for Release/Change Notes
*e maintain Release/Change/Request Notes
*® manage Work Flow Units for Release/Change/Request Notes
* manage Templates for Release/Change/Request Notes
* manage the list of Servers used in Release Notes
* manage Release/Request Note options e.g. locations, rigs, parent MSCs
* manage Target Releases for Release Notes
* manage Release Planning records (§8.8)
The “Release Mgmt’, and “Request Mgmt”, sections, on the Main Menu page, will only be visible if you
are a member of the HNG-X Release Management (“RM-x”") team. Similarly the “Change Mgmt” section
will only be visible if you are a member of the “EDSC” team.
Although their functionality is very similar, the following sections are fairly independent so you could just
skip straight to the relevant section.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 87 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
28.1 Release Management (RM)
The Release Management processes of tracking fault Peak calls through a pre-defined work flow to
resolution (from targeting at a release to deployment to live) and release planning centres on the
creation of Release Planning records (which are described in §8.8) and Release Notes.
The following is a brief description of how to use the Release Management system on Peak:
1.
(Optionally) On the PIT website, list the Work Packages for a specific platform build list. Tick
those work packages that you want to include in the Release Note then choose [Create Release
Note] which will take you to the Release Note screen on the Peak website.
On the Peak website, select the Maintain button in the Release Management section of the
Main Menu to view the Maintain Release Note page.
Create a new Release Note with some basic details (or select an existing Release Note to
Clone) and Save Changes.
Creating a new Release Note will automatically create an associated Release (or
Container/Carrier/ Controlling) Peak containing a reference back to the original Release Note. By
cloning, you may elect to use the same Release Peak as the existing Release Note.
At this stage, you may apply a template which will automatically populate your new Release
Note with the details (including any Work Plan) pre-defined in the template. Otherwise you will
have to manually type in the details and add the Work Units individually to your new Release
Note.
A Work Plan is a pre-defined route that the Release Note needs to take via various
Contacts/Actionees in the work units before it can be released.
Start the process by pressing Route to Step 1 of the Work Plan which will route the Release
Peak and Note to the first Contact defined in the Work Plan.
Progress the Release Note by clicking on the Release Note reference in the References tab of
the Release Peak. You may add a Comment, mark the current task as Complete (which will
automatically route it to the next unit in the plan) or Reject the task (which will route it back to
the previous unit).
Release Notes will remain open until it has been Withdrawn, deleted or the last step in the Work
Plan has been Completed.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 88 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
28.1.1 Release Peaks
A Release Peak is a collection of fault Peaks which are fixed in a specific Release. It should have
references to all the fault Peaks and also a reference to the Release Note. This association is usually set
up by the Release Management team (using §7.2 or §8.2).
Each Release Note has an associated Release (or Container/Carrier/Controlling) Peak. It is possible, by
cloning Release Notes, to have several Release Notes associated with the same Release Peak. It is the
Release Peak (and associated Release Note) which is actually routed around the Contacts as defined in
the Work Plan.
Since a Release Peak is just a Peak of Call Type='R — Release Notice Forum’ with a reference to the
Release Note, you may add evidence to the Peak as normal. This allows large amounts of text that are
inappropriate in the Release Note or evidence from a test to be attached.
The Release Peak can be found and updated in the following places:
e If you are the current Actionee then the Release Peak will automatically appear on your stack.
e Search for the Release Note then click the ‘PEAK’ link (§28.1.3)
« Maintain the Release Note then press Show PEAK (§28.1.4)
«Click back to detail in the Progress Release Note (§28.1.3.1)
e If the Release Peak has been set up correctly as a reference in the fault Peaks then it can also
be found by clicking on the ‘Release Peak’ link in:
o References tab of the fault Peak (§8.2)
o Release Peaks button in Call Details of the fault Peak (§8.1.11)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 89 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.1.2 List Open Notes
Selecting the List Open button in the Main Menu: Release Mgmt section displays a summary list of all
the Release Notes that are currently active (i.e. not withdrawn, deleted nor completed).
Peak Incident Management System
[ Outstanding Release Notes
ee aan Proties Pm Fite ocaion [OM Tanne
Produce Pr
[HRUION PR 401-21 8 ig ori Shyu REL. jsend jar
RCIOLL PR Irea (22222588 Irequest for P10 00050 (POA BLD S18) Platfms jee
is1743] a 0 uJ output to
pase rote
01
a fano-x fe.
Jarwioisee 02-20 syslog Serve (SYS) [cst IREI9 RELI fn Test
(07:59:34 ce EE
oe ; lst son
ast it foes Bsc fice PRUNE LT-0926- Manley oman Costes Lor Imeio fan be
[152739] Seni [foe Deer for purpose
ore
a : hNG-x + FHRU10296_LT- 09.26 Mana defveryof{Syamon Avaabiy : fame
aes Lt [3-07 joo26 [Mann Baine EAS) [sever AS) Se fee
pois. [HRUIOI9E- PSPID Request oe Release
frown cx fora I NG fnesoowoistanatienee — ST-V" ist rciommess Re
hsss:10 lapses) [cosed
jem
bows. IHRU10524 PR. HNG-X Rel Ind - : luthorse
farcrosz on fas I NGS poor: tm Deioy onal Bae Gor PASC LIVE beers erp lca (aH
{14:05:01 Patch May) to Live via
Msc
jen
014 laNG-x HHIRUIOS9SB. PR - PSPID Request for Le terse
lamw10s9se proo-22 ENG 11.02.0050 -BLD922 LIVE SYSMAN JPR. Varios Patforns [29 IREILIREI9 fppteaton RM
loss. Uperade ive va
IMsc
jen
bos. nox HHRU10547_PR - PSPID Request fer bye lauthorse
Jumtsio6s7 pe fo7-23 aa fo08.0050- BLD901-Le Smart PPR Various Pifoms fon, RELI __fapoleaton RM
103206 Metering lve va
use
bow. a
lnewiosss Lt 106-26 nat FIRUIOSSS LT 0926: Mama Delivery Isuloe Server SYSv2) LST REIS. tn Teer RE
Fig.28.1.2: List of Open Release Notes
On entry to the Open RNB screen, the “Release Notes” are sorted in ascending alphabetical order but
the order can be toggled to descending alphabetical by clicking the up and down arrows (“E” and “”).
There may be hyperlinks to the Peaks/CPs/MSCs and Progress Release Notes (§28.1.3.1); where it will
display information about the state of the Release Note and which team within the Release Management
process the Note is currently with.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 90 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.1.3 Search Notes
To find baselines on Peak:
1. Select the Search button in the Main Menu: Release Mgmt section to find baselines in Release
Notes that match your search criteria. You can select at most 3 components which are then
combined to produce a search condition for Release Notes:
> From the ‘Matching Field’ drop-down list in the Search RNB form, select a Release Note field that
you wish to match on.
>» Type in the search text which will be used in conjunction with the ‘Matching Field’. This field is case
insensitive, accepts “%" as the wildcard symbol but can be left blank to match everything.
Select the status of Release Notes to be searched (Open and Complete Notes, Open Notes only or
Complete Notes only).
> Press Start Search or Main Window (to return to the Main Menu).
For example, to search for completed Release Notes originated by the user ‘jones’:
select ‘Matching Field=Originating User’,
type in ‘Search Text=jones’ and
choose ‘RNB Status=Complete Notes only’.
Peak Incident Management
Release Note Search
cig Fa each Tet Bax Ses
RemateNunone Frum El [oper and Compete Nos ¥] [Sesecr
Search Results : 144 Matches
Soy ae (earea
Potion Decipson locaton fg feewe Se, ova [OS
JeRUDION LT 06@0- ENG: por
IMamual Delivery of Auto IRE19IRELIJLST IX 2-18 Fer" withdrawn)
Besee HL) os 60_ fcr. Fe
Fantvioa rr 065- JaNG- ois
ee NMamstDency ofan jmetometitst fe fis Lette
seine Vas) jossz_fososss Et
FeRUsIo2a tT-o8i5- NG po
laxveioza La}eco [Manat Deisey ofan IRE kt fx zn oma
Bsn ao) joven [is3rss
jaRU9I03 LT 061s ENG: po
IManual Delivery of Auto IRE19.IRE11ILST 2-18 f-8* withdrawn)
[ascie EMD.EES) bier pears
FERUsIOs PR -0615- Live ENS pois
Peasual Defoery of Anes RELL IRELL Do (x jos-10 pemane
Basine EMD EES) 15 asso et
FHRUsio3A ET 06 78 FNG pow,
JHRUSIO3A LT) [Mammal Delivery of Auto IIRE19,JRE11ILST 2-31 [rene
[Baseline (EMD.EES) 4.62_I10.48:10 [=
FARUSION ET 0613 faa. pow
IHRUIO4 LT [Manual Delivery of Auto IREI9IREIILST IX hiz-is Lomane)
Basin cH) one2_ fossa
FaRUSIO4 PR 0818 MPS po
larworos pe feco. [Manel Defvery of Amo REILIREISIOR Ak fog-i7 fone
sie cH) 1s_hioas3e fie
FaRODios tT 0615 fan por.
lemtoi0s Er jpcoz22seslpcoz22181 ieiometifist Ix {12-18 rab? eh drawnI
los2_fos2120 et
FENG Por fa
ig.28.1.3: Expanded Search RNB page — with search results
When the search is complete, the Search RNB page will be expanded to show the number of matches.
found along with a summary list of the matching Release Notes. The fields shown include hyperlinks to
the Release and Fault Peaks/CPs/MSCs and Progress Release Note (§28.1.3.1); where it will display
information about the state of the Release Note and which team within the Release Management
process the Note is currently with.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 91 of 125
oo
FUJITSU
Peak User Guide
FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
28.1.3.1
Progress Release Note
There are two pages called Release Note in Peak and they enable you to update different aspects of the
Release Note. In this document, they have been distinguished by the names:
« Maintain Release Note is the Release Note page to be used to create, update the details and work
flow template of a Release Note (§28.1.4). It is displayed via the Main Menu: Maintain button.
e Progress Release Note is the Release Note page to be used to progress the work flow of the
Release Note. It is displayed by clicking on the ‘Release Note’ link in:
o List Open Release Note then click the ‘Release Notes’ link (§28.1.2)
o Search for the Release Note then click the ‘Release Note’ link (§28.1.3)
o References tab of the Release Peak then click the ‘Release Note’ link (§8.2)
o Release Peaks button in Cal! Details of the fault Peak (§8.1.11)
SSL ETE SESE
Peak Incident Management System
osama
[OST OFFICE ACCOUNT RELEASE NOTE
TaROSIOT OT
{Software identifier (PSPID.DPVB)
Release
FINGX 0615
Parent MSC
[Reason (PEAK (CP mmber TRIOLE mimber)
Problem Description
[HRY9107_LT 06.15 - Manual Delivery of Auto Baseline (EAS)
Platforms
(Sveman Av Sener (EAS)
(Location
IREI9,IRE1I
ii
[ist
[Sco Release Type
fis iScicag
[SCM BLD Change Docueat
[SCM lnciade Sattware
a oi
[Purpose of Release Note
[Date Raed
[HRUSIO“ LT 06.15 Manual Deivery of Auto Baseline (EAS)
2013-02-27 110853 i
lAppicaion Date
[PRD Race
[Rea PSPID Baste
[Ri_NCO_TBSM_DATASVR_0615_Do0s Door
eae
[Highiovelpin
Workin
‘COMPLETION, by Test User2 on 2013-11-20 14:49:18]
‘COMPLETION, by Test User2 on 2013-11-20 15:02:12]
‘Complete,
Complete,
anfirm Status of DPVB & relevant for Reease of Software
2
{Compete [Reet) [Comme } 3
‘Add Comments:
Ridease Note Rated & confirmed as ready for CM pr
oftware released to pick up pont and RN updated wih detais
[RM confirm ready for ST
{ST authorse va MSC
AEE
RiePrelst
lin Test
RebeAST
[ST sgn off as ft for purpose
MAST
(Release Note Cosed
sloleISjolals
Fig.28.1.3.1a: Progress Release Note page for HRU9107_LT
Using Progress Release Note, you can view all the details of the Release Note with hyperlinks (if they
exist) to the Parent MSC and Reason (Peak/CP/Triole) and Platforms (which will display in a pop-up
window, all the servers in the server group set up in §28.1.7) and update the High Level Plan.
© Copyright Fujitsu Services
Limited 2003-2015
FUJITSU RESTRICTED Ref:
Version:
UNCONTROLLED WHEN PRINTED OR
STORED OUTSIDE DIMENSIONS
Date:
Page No:
CS/MAN//011
3.0
18-Apr-2016
92 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
The Work flow actions in the High level plan section are colour-coded:
j denotes the current work step to be actioned
denotes the work steps that have yet to be actioned
BBA - show the completed/withdrawn work steps (along with a timestamp)
The grey text shows the completed/rejected actions and comments in ascending time order within each
Work flow step. Since rejecting a step will cause the work flow to return to the previous step, the High
level plan may not the best place to get a time order view of events, instead see the progress text in the
Release Peak.
At the bottom of the Progress Release Note page, you can see the Call Details of the Release Peak by
pressing back to detail, print or Withdraw (to remove all outstanding actions and mark the Release
Note as complete).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 93 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
To progress the Release Note, you can type a comment into the ‘Add Comments’ field then press
Comment which will just add your text to current Work Unit. Pressing the Reject button, which is
enabled for all steps except for step 1, will display the following pop-up window (along with helpful
tooltips):
Please select the reason for this rejection for the drop-down list.
Reason for Rejection Administration __* I Continue ]
Administration 1
Deployment Issue - Dev Install notes
Deployment Issue - Dev Source code
Development issue - Fix failed
Development Issue - Unknown secece-
integration i issue The delivery has introduced a new fault
Fig.28.1.3.1b: Release Note Rejection reasons
Choose a rejection reason from the drop-down list then select Continue to add it and any typed in
comments and route the Note back to the previous work unit.
Pressing the Complete button will add any typed in comments and route the Note onto the next work
unit. But if you are completing the last step of the Work Plan, the following pop-up will appear to enable
you to select enter more details on the status (Applied, Partial Applied, Regressed or Withdrawn):
Completion options for Release Note
HRU9107_LT
Status Applied
Date DD/MM/YY
{ Submit] .
Fig.28.1.3.1¢: Release Note Completion options
Submit will copy the typed in comment and Completion information into the last Work Unit and into the
Progress Release Note ‘Application Date’ field and then close the Release Note.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 94 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.1.4 Maintain Notes
There are two pages called Release Note in Peak and they enable you to update different aspects of the
Release Note. The Progress Release Note is described in §28.1.3.1.
The Maintain Release Note form is shown when the Maintain button is pressed. It should be used to
create, clone, edit, delete or withdraw Release Notes, apply a standard template, view the Release (or
carrier) Peak and add/delete actions to the work plan.
Peak Incident Management System
TRUST
‘Solent Exiting Relewse Note}, ‘Completed RNs .
(Optional) Apply a Template] UST: Non Prov VASCM ~
[_ShowPEAK II _SaveChenges _)I _Resiorelo saved _ II Delete JI Gione [I Withdraw I
Release Note NumberIHRU9107_LT ‘Software identiers (PSPID, DPVB, WP. B/L)I
‘Target ReleaseI HNGXO6 15 ~ ‘Reasons (Peak / CP amber / TRIOLE mumber)I 09221067
Problem DescisionIHRUSIO7 LT 05 1 Monval Dover ofAuoBaseine EAS)
Platforms} ADSL Test Server (ADT) + GB) Sysman Availability Server (EAS)
Tecate) onaoi ~ ) ReVoREN
Rig) Admn +) UsT
SEM Rakase Tipe I Saibaei Ren =
SCMBLD Change Docent OA BO.
Teskde SottvareI Yoo ~ I Tedd HME] Yoo =
‘Parent MSC] 04510352368 - Masi Sysman 0660.06 15,0516
‘Purpose of Relese NoteI HRUSIO7_LT -0615- Mansal Delivery of Ato Baseline EAS)
‘PSPID Reference
‘Non PSPID BaseliesIaz_nco_racn_parasva_osis_poos-bo0a
Conon
‘Appicaton Dat
Date Rabed2012-12-18 082818 I Crisco or
Gesies rete TE, Seve corsa foemne meneet nee cere eter)
‘Adda con tobe Work Pan
‘Action [Coniim Relevant SC Parentcrested andnotedonRN I Contact II om a [asstacton
Cave Work Pi
cor ehanigdas Piety =" uaa Ganeeey
Fig.28.1.4a: Expanded Maintain Relea: page for Release Note HRU9107_LT
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 95 of 125
FUJ00080332
FUJ00080332
Peak User Guide
Fe)
FUJITSU FUJITSU RESTRICTED
Release Notes can be created in one of the following ways:
1. By cloning an existing Release Note
Select an existing Release Note, then Clone it as a new Release Note. When prompted, type in
the new Release Note number and decide if the same Release (or Carrier) Peak should be used,
2. Manually without using a template
By typing everything into the Maintain Release Note form from scratch as well as defining the
actions in the work plan.
A Release Note without a template will display the banner line “No Template is assigned to this
Release Note”.
3. Using a template
Templates can only be applied to existing Release Notes (i.e. those with a Release Note
Number). If you want to create a new Release Note based on a template, first you have to create
a basic Release Note. Be aware that any details you type in may be overwritten when the
template is applied so entering just the mandatory fields at this stage should be sufficient. Then
select the template to apply; which may have some pre-defined work flow actions and make any
necessary adjustments.
To create a new Release Note:
>
Choose ‘Select Existing Release Note=New Release Note’ from the drop-down list.
Ticking ‘Include Completed RNs’ will display all (not withdrawn, deleted nor completed) Release
Notes in the drop-down list.
Leave ‘(Optional) Apply a Template=No Template’. But if a template has been applied to the
Release Note then this field will contain the template name.
The mandatory fields in the Maintain Release Note form are: ‘Release Note Number’, ‘Problem
Description’ and ‘Purpose of Release Note’.
By default, the ‘Release Note Number field will be pre-filled on entry with what Peak calculates to be
the next Release Note Number — which can be changed if necessary.
The options in the following drop-down lists are managed via functions within Main Menu:
Target Release in Releases via Target Release (§28.1.9)
Platforms in Servers via Release Mgmt: Servers (§28.1.7).
Location in RNOptions — Locations via Release Mgmt: Options (§28.1.8).
Rig in RNOptions — Target Rigs via Release Mgmt: Options (§28.1.8)
Parent MSC in RNOptions — Parent MSCs via Release Mgmt: Options (§28.1.8)
The other drop-down lists are managed by the Administrator.
The icon “eh which appears in the ‘Platforms’, ‘Location’ and ‘Rig’ fields allows you to append the
item from the selected from the drop-down list to the field to the right or you could just type in a list
of items separated by a comma (e.g. “BRA0O1,IRE11,LEW02”).
Press Create (the Release Note to expand the Maintain Release Note form).
Creating a Release Note will also create a Release Peak (§28.1.1) with references back to the
Release Note in the Release tab and a Release Planning record (§8.1.11). If entries were entered in
the ‘Reasons (Peak/CP number/TRIOLE number)’ field of the Release Note then these references
will also be carried forward to the Release Peak.
To get directly to the Release Peak from the Release Note, use the Show Peak button in the
Maintain Release Note page.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 96 of 125
FUJ00080332
FUJ00080332
Peak User Guide
FUJITSU RESTRICTED
oo
FUJITSU
» Once the Release Note has been created, a template may be applied. The fields which can be pre-
defined by a template (§28.1.6) are:
Location
Rig
Parent MSC
Comments
Work Plan (Work unit, Contact and Order)
» To manually construct a Work Plan, select an ‘Action’ using a drop-down list which was created via
Work Units (§28.1.5) and a Contact; to whom the Release Peak will be routed when it is time for
that work unit to be actioned.
Rig} Admin i) ust
SCM Release Tel Unt = [ SeMae Te REN :
'SCMBLD Change Document] POA 51D
Teck Sattwae] Vee ~ I Taco I vex ~
arent MSCI 0150952358 ~ Master Syorman 0560 0615 0616 >
Purpose of Release Note HAUGI07_LT-0615- Manual Delivery of Ao Baseline EAS)
PSPID Reference
‘Non PSPID BasenesIniz_sco_ rosy narasvn_ocas_po0s-boaa
Comments
Application DateI
Date Rasedl2012-12-18 082818 I ‘Drgatcrlomaine Bow
LS EAA, Ma Save Consol Resemmaned. Ih Deen. J.Gove)
“Aad on acon to the Work Pin
‘Action I Confirm Relevant MSC Parent created and noted on RN. + [ontact I RM a [Laectncton
Cares Wek Pi
‘Work wt Coanct__I Order I__I RowawSep) I
Child MSC Created, noted & set as Top Reference RM 1 ie
Save DPVB Handover & instal Docaments RM 2
(Conti Stans of DPVB is relevant for Release of Sotware RM 3
‘Reease Note Raised & confined as reas for CM progression a 4
Seftare released to pick up point and RN updated with deals Ow 3
RM conf read for LST RM. é
LST authorise application via MSC RMePelst I 7
ia Tes RMGLST 8
LST sig off si for prpose EMG LST >
Release Note Closed RM 10
Fig.28.1.4b: Expanded Maintain Release Note page with initial Work Plan
Then press Add Action to append the new action to the list under ‘Current Work Plan’ along with an
‘Order’ which is the next in the sequence.
If the order of the work units is incorrect then you must Delete the relevant work units (which will
automatically adjust the ‘Order’ field) and then recreate the new actions in the correct sequence.
» Press Route to Step 1 to initiate the work plan by routing the Release Peak to the Contact defined
in the first work unit.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version. 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 97 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
To edit a Release Note, choose the Release Note number from ‘Select Existing Release Note’ drop-
down list. This will automatically populate the fields in this page with details of the Note allowing you to
edit those details. Press Show PEAK (to display the associated Release Peak), Save Changes,
Restore to saved, Delete (Release Note and its associated Work Units), Clone (to create a clone of this
Release Note), Withdraw (which removes all outstanding actions and mark the Release Note as
complete but does not delete it), Add Action (to the Release Note), Delete (the relevant work unit from
the Note) or Route to Step 1 to route the Release Note to the Contact in the first work unit).
Once the Work Plan has been initiated, it is still possible to change elements of the Release Note. For
example, the figure below shows that Steps 6 to 10 have yet to be completed, these steps can be
Deleted or Add Action can be used to add new actions to the end of the sequence.
If you change the template then you will be warned that any existing work units will be replaced and the
new Work Plan will be taken back prior to Step 1 (and the Route to Step 1 button will be enabled again).
[StowPEAK ][_ Save Changes _][_Restvetosaved __]{ Delete I Clone]
ea aca he Wak Pk
[cin Cort Relovart SC Part created odroad on IN ~ [cent] rw = ata.
Cart Work i ]
‘Work anit Contact &
CHA MSC Created noted & set as Top Reference RM 1
Save DPVE Handover & lial Docaments RM z
Con Stas of DPVB is elev for Release of Sofware RM 3
Relawe Note Rased confined stead or CM propenon RM z
Sofas reese to pip plat and RN wpa with eae OM 5
RM coin read for LST RM 6
TST ahr pcan vn MSC Barat I 7 Delt
iaTest Reist I 8 cn
TST sgn fas fifo pupose Reist I 9 Dele
Release Note Closed RM 10 (Beta)
[sin window ]
Fig.28.1.4c: Expanded Maintain Release Note page with initiated Work Plan
28.1.5 Manage Work Flow Units
Selecting the Work Units button allows you to create and manage the properties of a work unit. Each
work unit describes a work action that must be completed and which team is responsible for that action.
Once created, work actions can be combined in an order which defines the complete process or work
flow for a particular type of Release Note (e.g. in a Release Note for a Counter fault, the work plan starts
with ‘Release Note Peak Created’ and ends with ‘Release Authorisation’). To save typing in the same
sequence of work actions, use templates (§28.1.6).
Once a work plan has been applied to a Release Note and then initiated, the Peak System will manage
the work flow and record the comments made at each stage. But it is the responsibility of the individual
Contacts to ensure that they perform their actions and update Peak with the status. Actionees can either
add a Comment, Complete their action (so the process moves forward to the next step), Reject it (so
the process moves back to the previous step) or the Release Note can be Withdrawn (and completed).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 98 of 125
FUJ00080332
FUJ00080332
(oe) Peak User Guide
FUJITSU FUJITSU RESTRICTED
Peak Incident Management System
[SRRIWRE TSS] Fteosetiow Govea =]
Aaaebali7 DRSpIa Recess Na Goved Bashy Odea =
Defi actions : TRP Sta No Grange : RP OwneI
[-SeveGhanen _]C Reeesb ood.) ame]
inv
Fig.28.1.5: The “Release Note Closed” work unit
To create a new work flow unit:
» Choose ‘Select Work Unit Action=New Action’ from the drop-down list.
> Enter the properties of the new Work Unit Action.
The ‘Action Number’ will be automatically generated once the action has been created.
The ‘Display Ordering’ field defines where in the list of work units this particular action will be
displayed (e.g. in the ‘Select Work Unit Action’ field, Template and Manage Release Note pages).
The ‘Default actionee’ specifies who will be shown by default as the ‘Contact’ in the Maintain Release
Note (§28.1.4).
If this Work step, within an active Release Note, is automatically updated by Peak the ‘RP Status’
and ‘RP Owner defined here, this will be shown as an audit trail in the ‘Progress text’ field of the
Release Planning record (§8.8).
>» Press Add (new work unit).
To edit, delete or view an existing work unit action, choose the action from ‘Select Work Unit Action’
drop-down list. Once an item has been selected, all the information about that option is retrieved from
the database and displayed on the Work Units form, allowing you to edit those details then use Save
Changes, Restore to saved or Delete (the work unit).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 99 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.1.6 Manage Templates
Selecting the Templates button allows you to manage templates for Release Notes. A template may
contain pre-loaded information in each field of a Release Note including a complete work plan (using the
work units created in Work Units, §28.1.5). Once created, the template can be selected from the
Maintain Release Note form via the ‘(Optional) Apply a Template’ drop-down list (§28.1.4). Note that a
template may only be applied to a saved Release Note.
Peak Incident Management System
I Saea Temple] (ST Non Prov ASHE = I
FEGLENGI ST NovPovason I Pnetain Ome]
Location) seaor~ ) Re
RieIAcmn - st
Pareat MSCI WA 5
Daa
[See Ghanges_)I_ Resereiosaved I Delt]
‘Adda advo to he Wonk Pn Teaplaie
‘Ration I Confim Relevant MSC Parent crested and noted on RN ~ [eatact] Re : [Besacien
Giaret Werk Pl
Work wit ‘Coniact Order
Chi MSC Created, noted & set as Top Reference RM 1 [I [Bete I
‘Save DPVB Handover & lastal Docoots RM z
oxi Stats of DPVB is relevant for Release of Saitware RM 3
Release Note Raised & couimed as read for CM progression RM 4
Software rlensed to pick wp point and RN updated with Stas On 5
RM contin sendy for LST Rt 6 i
TST mshodscappicatoo va MSC Ma PelST 7 I (oe I
eet RMGLST I [Dette I
LST sign off as fit for purpose RMcisT 9 [Delete
Release Note Closed mM 10 I (Dee I
(Canina
Fig.28.1.6: Expanded “LST — Non Prov VIA SCM” Template
To create a new template:
» Choose ‘Select Template=New Template’ from the drop-down list.
» Type in a (mandatory) ‘Template Name’.
The ‘Presentation Order’ determines where this template name will be displayed in Action lists.
The locations/rigs/parent MSCs set up in RNOptions (§28.1.8) are displayed in this drop-down list.
The icon ““=} which appears in the ‘Platforms’, ‘Location’ and ‘Rig’ fields allows you to append the
item from the selected from the drop-down list to the field to the right or you could just type in a list
of items separated by a comma (e.g. “BRA0O1,IRE11,LEW02”).
The ‘Details’ field is a free-text field and is displayed when the template is selected in ‘Comments’
field of the Maintain Release Note page.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 100 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
>» Press Add New (which will create the template and expand the Template form).
» (Optionally) Add action(s) to the Work Plan Template by selecting an action which was created in
Work Units (§28.1.5) and .a Contact.
Press Add Action to append the new action to the list under ‘Current Work Plan’ along with an
‘Order’ which is the next in the sequence.
If the order of work units is incorrect then you must Delete the relevant work units (which will
automatically adjust the ‘Order’ field) and then recreate the new actions in the correct sequence.
To edit, delete or view the templates, choose the template name from ‘Select Template’ drop-down list.
This will automatically populate the fields in this page with details of that template allowing you to edit
those details then use Save Changes, Restore to saved, Delete (template and its associated Work
Units), Add Action (to the Work Plan) or Delete (the relevant work unit from the Plan).
28.1.7 Manage Server List
Selecting the Servers button allows you to manage the Server Group list which is displayed in the
‘Platforms’ drop-down list in Maintain Release Note (§28.1.4). You can create a server group and
(optionally) define servers within that group.
ee CS 2 CN Peek Se os I Soaren
Peak Call Management System
[ SES rea] P00G Enenat (0c =]
Sere Grow Nam] P00G Exel OOS)
Ce
Ridanen Saveo he Geoap
—— —— el
Comme [Aa Server
Cured Serine pap
Tike Nene Tea Name Comet
IRRELEVANT! ‘RSL [sie]
Fig.28.1.7: Expanded Servers form
To create a new server group:
» Choose ‘Select Server Group=New Group’ from the drop-down list.
¥
Type in the name of the new Server Group in ‘Server Group Name’ field
> Press Add Group (which will create the server group and expand the Servers form).
» (Optionally) Add server(s) to the new server group by filling their details.
Press Add Server to append the details of the new platform to the list under ‘Current Servers in the
group’.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 101 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
To edit, delete or view the servers group or servers, choose the existing server group name from the
‘Select Server Group’ drop-down list. This will automatically populate the fields in the Servers page with
details of that server group, allowing you to edit those details then use Save Changes (to the server
group name), Delete Group (including any associated servers), Add Server (to the server group) or
Delete (the relevant server from the group).
It is not possible to edit a server in a server group; you must Delete the server then Add Server again
but with the correct details.
Once defined, the association between a group of servers with its server group can be seen in a pop-up
window displayed when you are updating the work flow. In the Progress Release Note form (shown in
Fig.28.1.3.1a), click on the ‘Platforms’ link.
[Pes Plato nto Windows interne ph ne =)
EEN on ny ae et
Servers in Platform General Web Server (GWS)
‘IRRELEVANT I
Fig.28.1.7a: Server information pop-up
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 102 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
28.1.8 Manage Option Lists
Selecting the Options button allows you to configure the items shown in the drop-down selection lists for
the following fields in Maintain Release Note (§28.1.4) and Templates (§28.1.6):
« Location
« Parent MSC
e =Rig
CE Se CS CS I TS I seorcn I
Peak Call Management System
(Ge eens I aie om ]
Taman [Nee [eamene [DeRose Rae Seca ay Menagoron [iat]
[Save Changes _][_ Restore I Delete
main win
Fig.28.1.8: RN Options form
To create a new item for the location, parent MSC or rig selection list:
» Choose ‘Select Group=Locations, Parent MSCs or Target Rigs’ from the drop-down list. This
selection will determine what other fields are displayed on the RN Options form.
> Set ‘Select Item=New Location, MSC or Rig’.
> Complete the details of the new item.
The ‘Identity’ will be automatically generated once the item has been created.
Unticking the ‘Enabled’ field will temporarily remove this item from the relevant selection list without
being deleted permanently whereas ticking this field will make the item visible without you having to
re-enter all the details.
> Press Add New (option).
To edit, delete or view an existing option, choose the group type from ‘Select Group’ then the item name
from ‘Select Item’ drop-down lists. Once an item has been selected, all the information about that option
is retrieved from the database and displayed on the RN Options form, allowing you to edit those details
then use Save Changes, Restore (the previous saved version) or Delete (the item from the option list
permanently).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 103 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
28.1.9 Manage Target Releases
The Releases form is used to manage the Target Releases list and, since the same list is displayed
within Release Management and within Peak Incidents, it can be invoked in one of two ways:
1. Selecting the Target Release button within the Main Menu: Administration section allows the
Peak Administrators to configure the releases drop-down selection list in the Cal! Details —
Target Release tab (§8.7).
2. Selecting the Target Release button within the Main Menu: Release Mgmt section allows the
Release Management team to configure the ‘Target Release’ drop-down selection list in the
Maintain Release Note (§28.1.4)
The Releases form allows details (like a Collection and release planning dates) to be associated with a
specific release which is then applied to Peak incidents when they are targeted at that release. If a
Release Planning (RP) record is not attached to the fault Peak, then when the Peak is targeted at a
release, the Peak will be added to the specified Collection and an RP record will be created using the
dates defined in this form. If an RP record is already attached to the Peak, then the dates will not be
added into the RP record.
The “Peak Administration Guide” (DEV/APP/SPG/2144) contains a full description of this function so it
will not be included in this document.
Note that you can print and save a report of the current list of Target Releases and their properties via
Main Menu: Reports and choosing the “Target Release Report” (§23.1).
28.1.10 Call Details: Release Peaks
Refer to §8.1.11. for details on the Release Peaks button which appears in the Cal! Details of incidents
which have an associated Release Peak defined as a ‘Reference’.
28.1.11 Call Details: Release Management tab
Refer to §8.8. for details on the Release Planning (RP) record found in the Release Management tab
which appears in the Call Details of all incidents.
28.1.12 Call List: Bulk Update Release Planning records
Refer to §7.2.1 for details on how to update the Release Management fields for several incidents in one
go.
28.1.13 Reports: Release Management Reports
Refer to §23.1. for details on the reports available for Release Management.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 104 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
28.2 Change Management (CM)
The Change Management processes of ensuring that enhancements (like the monthly processing of APS
Client files through the Reference data rig) are tracked through a pre-defined work flow to completion
centres on the creation of Change Notes.
The following is a brief description of how to use the Change Management system on Peak:
1. On the Peak website, select the Maintain button in the Change Management section of the Main
Menu to view the Enhancements screen.
2. Create a new Change Note (or select an existing Change Note to Clone) and Save Changes.
Creating a Change Note (even by cloning) will automatically create a new associated Carrier (or
Container/Controlling) Peak containing a reference back to the original Change Note.
3. At this stage, you may apply a template which will automatically populate your new Change Note
with the details (including any Work Plan) pre-defined in the template. Otherwise you will have to
manually type in the details and add the Work Units individually to your new Change Note.
A Work Plan is a pre-defined route that the Change Note needs to take via various
Contacts/Actionees in the work units before it can be released.
4. Start the process by pressing Route to Step 1 of the Work Plan which will route the Change
Note and Carrier Peak to the first Contact defined in the Work Plan.
5. Progress the Change Note by clicking on the Change Note reference in the References tab of
the Carrier Peak. You may add a Comment, Accept that the current task has completed (which
will automatically route it to the next unit in the plan) or Reject the task (which will route it back
to the previous unit).
6. Change Notes will remain open until it has been deleted or the last step in the Work Plan has
been Accepted.
28.2.1 Carrier Peaks
Each Change Note has one and only one associated Carrier (or Container/Controlling) Peak. It is the
Carrier Peak (and associated Change Note) which is actually routed around the Contacts as defined in
the Work Plan.
Since a Carrier Peak is just a Peak of Call Type='E — Enhancement Request’ with a reference to the
Change Note, you may add evidence to the Peak as normal. This allows large amounts of text that are
inappropriate in the Change Note or evidence from a test to be attached.
The Carrier Peak can be found and updated in the following places:
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MANTION
Limited 2003-2015 Version. 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 105 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
e Maintain the Change Note then click the “i icon in the ‘Change Number’ field (§28.2.4)
e Click back to detail in the Progress Change Note (§28.2.3.1)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 106 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.2.2 List Open Notes
Selecting the List Open button in the Main Menu: Change Mgmt section displays a summary list of all
the Change Notes (or Enhancements) that are currently active (i.e. neither deleted nor completed).
Peak Incident Management System
‘Open Enhancement Requests
eae ee ee erage ocer Foo BtSay- [ACD-Dema FENG: esen orton
2008 for GAI 2008 [Controllers - x [Impact
fetes fos ace fxrs
Decsen BSW.
sort Baap
iss
[CNUOOISII2-Fal [Cent [Monthly I{Template] Monty APS Clcat files processing [09-Sep- JRDT ING. [Ral Over [Dave
bois fiae pot firowae Reker dae bors ES ion” fee
110.5732 }On schedule for IThe process is captured in the following SI on {00:00:00 112.00 Iproduang
exe fawtnne, [te Sec ete kero
j02- joew clients fattp:/deathstar/SSC2/SSC_MUMIView jap? [Reports
fie fittcn fimerscne
Ce eee oe
coe
fap ain SSC2 owes
INEXT=\APSPROCESSING paff Template}
[CNO019/13-Aug- IAP Monty I( Template] Monthly APS Cent files processing I08-Oct- IRDT IHNG- [Synchronize [Clive
f2013 IcTO POL Ithrough the Reference data rig. [2013 x JDatabases [Turret
5123 eye fae or [fe proce ected loin Son fosoo0 [200
f3 fmedace fc Soc weinse
Pewsey. cea SSC2SSC_e1MViw jp?
Lek ncesteP
Fareed pe tec eee
oo
Jhmtp:’/deathstar/SSC2/BrowseDocs?
INEXT=\APSPROCESSING pail Template]
Fig.28.2.2: List of Open Change Notes
On entry to the Enhancements screen, the “Change Notes” are sorted in ascending alphabetical order
but the order can be toggled to descending alphabetical by clicking the up and down arrows (“E"" and
“Py,
There may be hyperlinks to related Peaks/CPs/CNs and Progress Change Notes (§28.2.3.1); where it will
display information about the state of the Change Note.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 107 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.2.3. Search Notes
To find enhancements in Peak:
» Select the Search button in the Main Menu: Change Mgmt section to find enhancements in Change
Notes that match your search criteria. You can select at most 3 components which are then
combined to produce a search condition for Change Notes:
> From the ‘Matching Field’ drop-down list in the Search CN form, select a Change Note field that you
wish to match on.
>» Type in the search text which will be used in conjunction with the ‘Matching Field’. This field is case
insensitive and “%" is accepted as the wildcard symbol but can be left blank to match everything.
> Select the status of Change Notes to be searched (Open and Complete Notes, Open Notes only or
Complete Notes only).
> Press Start Search or Main Window (to return to the Main Menu).
For example, to search for completed Change Notes originated by the user ‘jones’:
select ‘Matching Field=Originator’,
type in ‘Search Text=jones’ and
choose ‘Status=Complete Notes only’.
= CRE SE Search
Peak Incident Management System
Change Note Search
(achig Fs Seach Tex Bane
‘Al Fields ~ _ ~ Complete Notes ony [SitSeann_)
Search Results : 14 Matches
fe Faeaon ee ee ee
[Tes Exkonccmcet Reqs Many so0d reasons G-FIMS TP Fonzou Ret p9-Feb- atm eownsza00 Jcriz3e
cal lad 00s _(Sepine
[Test Title [To Test MD updates [Horizon Ret. [29-Feb- fot
ln p00 ISampkins
Tai Tks Os Gem Maly POL sede forage ROT i Daa fos. io
Ses and tke ove lad 012 (Seine
et Take On Gree 99” Monty POL schedule fr kro ew (ROT Je DaaRa pr-oa [Asts Ket
kets and tks et ve lator
[Gia Takz-On Cycle 1 -IMoniy POL sche for dicag now (EDT etme JOL-Now Dave Alka
Dre A [ss and tokens ioe boi
5 IChet Take Gn Gye 9 Mowtiy POL schecie or rodicg sew EDT Rewer fsa aa Kea
land kis a knee boi2
es Tas Oa Cycle 93 Moniy POL chee for bai ow (ROT ieee folie Dae Alen
Dees kts and tokens et ve bois
[ENGIT Cem Take On Cycle 94 [Monty POL seeder woaicig mow [RDT fRetwea fe las aad Red
land kets an tokens i bois
IENOGIE [Che Take-Oa Gye 95 [ony POL. shee fora mw (EDT Reet f6-Mm- Dave Alea
Iba A ens and oe ove. bois
[cle Take-On Ge 96 Meiy POL sched for trodicgnew (ROT caret fOape a
Seah fers and iene to bois nai
[Ch Takz-Os Cyc 7 - Monty POL aches frac mow (ROT ING 6-May- [Dave Alco
Dave A kets and tokens no lve bs10 ors
[Cet Take On Cycle 98 Montiy POL shee for arog mew (RDT INGE — foci [andy Ra
Jandy K Icfients and tokens into live. [09.10 [2013
Sex aks Oa Gye 99 Moniy POL shee foreach ow [ROT NG pe-hi De Alea
A kets and tokens io five hs2s ois
en Tae-On Gye 1 - Monty POL ached for arog cw (ROT FENG fs-Ang- [Andy Ket
K emep liye aepr i000 os
Fig.28.2.3: Expanded Search CN page — with search results
When the search is complete, the Search CN page will be expanded to show the number of matches
found along with a summary list of the matching Change Notes. The fields shown include hyperlinks to
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 108 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
related Changes/Peaks/CPs and Progress Change Note (§28.2.3.1); where it will display information
about the state of the Change Note.
28.2.3.1 Progress Change Note
There are two views of the Change Note in Peak and they enable you to update different aspects of the
Note. In this document, they have been distinguished by the names:
e Maintain Change Note is the Enhancements page to be used to create, update the details and work
flow template of a Change Note (§28.2.4). It is displayed via the Main Menu: Maintain button.
« Progress Change Note is the Change Man. page to be used to progress the work flow of the Change
Note. It is displayed by clicking on the ‘Change Note’ link in:
o List Open Change Note then click the ‘Change Note’ link (§28.2.2)
o Search for the Change Note then click the ‘Change Note’ link (§28.2.3)
o References tab of the Release Peak then click the ‘Change Note’ link (§8.2)
Peak Incident Management System
[HORIZON ONLINE CHANGE MANAGEMENT [coos
[ide [Cie Take On Cree 2 Dave A
[Date Raised [2013-07-12 105732 [Oxiitor ‘Dave Alien FI
5 2013.09.09 0000.00.00
[Relted Ciange Requess
PEAKS
[Rett CPs
FRelease NGO
[Besepion of Change Proposed
[Monthly APS Chen fies processing through the Reference data rig.
[The process capnued nthe folowing SI on the SSC website
hit ‘deathstrSSC2'SSC_MI/MIView jp?MIRef=S13628P
land the steps are listed inthe reference document
[tp deathstn'SSC2 BrowseDocs7NEXT= APSPROCESSING pa
fame Ome
[Meaty POL sched for eo sew cows aod okies to We
ees Raima
I
}
I
J
[Pinions and Appications Affected E I
kor ]
(Ghange Conral Stope I
COMPLETION, by Dave Ae on 2013-07-12 11:2552 wth 0.0 MO 2033-07-03
(COMPLETION, by Dave Aen on 20130712 1:31:24 wth 0.0 Og 2013-0708,
COMPLETION, by Dave Alen on 2013-07-12 11:32:40 wth 0.0 MDlcanfmed 2013-07-12,
effort.
‘COMMENT, by Dave Alen on 2013-07-12 11:40:56INo Clent ref data n ths cyce
‘COMPLETION, by Dave Alen on 2013-07-12 11:46:24 wath 0.0 MOI
er lRef data advanced OK
‘COMPLETION, by Dave Alen on 2013-07-12 14:32:15 wth 0.0 MDJNo mpact: Clnt 2375 wi be ceased, but ths uses PODGGrobank as the effective ent so there
efforts no pact on PODG.
Fig.28.2.3.1a: Progress Change Man. page for Change Note CN0018
Using Progress Change Note, you can view all the details of the Change Note with hyperlinks (if they
exist) to related Change Notes/Peaks/CPs and update the Control Steps.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 109 of 125
oo
FUJITSU
Peak User Guide
FUJITSU RESTRICTED
FUJ00080332
FUJ00080332
The Work flow actions in the High level plan section are colour-coded:
y denotes the current work step to be a
denotes the work steps that have yet
GIBB show the completed work steps (along
ictioned
to be actioned
with a timestamp)
The grey text shows the completed/rejected actions and comments in ascending time order within each
Work flow step. Since rejecting a step will cause the work flow to return to the previous step, the High
level plan may not be the best place to get a time order view of events, instead see the progress text in
the Carrier Peak.
faye a few hows, unable to get a response fom the OS.
[By 08:10, the test was contnung normaly.
Ino manual neervention
‘COMMENT, by Dave Alen on 2013-08-14 08:22:11IChecked ths morning: stl running OK; & a le over 2/31ds complete.
‘COMMENT, by Dave Alen on 2013-08-15 09:48:32)Ful regression completed n the eary hors of ths morning
15-Aug-2013 00:46:21 Run compete - elapsed tme: 8078 mnutes.
15-Aug-2013 00:46:21 effectve elapsed te: 3294 mnutes
15-Aug-2013 00:46:21 Run counts: Total = 18529 Completed = 18529
ontnung wth the Analyss and Comparson phases.
‘COMMENT, by Dave Alen on 2013-08-15 12:08:46)Analyss - summary:
ft Time 09/08/2013 10:09
nd_Tme 15/08/2013 00:44
feepsed 134:35
[Total Tokens: 1479
ors: 86
Hrokens with Erors: 33
‘COMPLETION, by Dave Alen on 2013-08-19 14:26:31 wth 0.0 MD}
‘COMPLETION, by Dave Alen on 2013-08-19 13:30:13 wth 0.0 MO)
effort.)
COMPLETION, by Dave Aen on 201-019 1342: wth 0.0 MOI core wooo ee 201308 16
COMPLETION, by Dave Alen on 2013-08-19 14:37:09 wth 0.0 MDIThe folowing changes have been moved to State 8 (Le):
for.
n0/3307/002
99133071003
jot Over CTO producng CTO Reports ‘Dave Alen [ Taceot) Reset mA
Tad Comes
Erlor (MOY]owe
Send Reports to ierested pares Dave Aen I [amas
(Cesekto deta ][_print 1]
Fig28.2.3.1b: Progress Change Man. page for Change Note CNO018
To progress the Change Note, you can type a comment into the ‘Add Comments’ field then press
Comment which will just add your text to current Work Unit. Pressing the Reject button, which is
enabled for all steps except for step 1, will add any typed in comments and route the Note back to the
previous work unit. Pressing the Accept button will add any typed in comments and route the Note onto
the next work unit - if you are completing the last step of the Work Plan, the Change Note is also closed.
At the bottom of the Progress Change Note page, you can see the Cail Details of the Carrier Peak by
pressing back to detail or print.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//O11
Limited 2003-2015 Version’ 3.0
UNCONTROLLED WHEN PRINTEDOR —_Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 110 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.2.4 Maintain Notes
There are two views of the Change Note in Peak and they enable you to update different aspects of the
Note. The Progress Change Note is described in §28.2.3.1.
The Maintain Change Note (Enhancements) form is shown when the Maintain button is pressed. It
should be used to create, clone, edit or delete Change Notes, apply a standard template, view the
Carrier (or container) Peak and add/delete actions to the work plan.
Peak Incident Management System
‘GNOG20- CientTake-On Oycle4-DaveA >
Select Essig Changes
(Opa Appia Tempe] CTO Cycle m-Oave A ~
Gig Nea NOD Til Gien Take Onde 4 Dave
Requiedinlenestaion Date 09712019 Gidimmiyo Rel Reese GX 1200 >
sstsezeP
ING. pat /Templacel
Reasonfor Change] oncaiy £0 schedule for incroducing nee cliente and tokens inte Live.
Consegcnces Not Approve
heal cro
Platforms (Physical) Affected] ACE Server (Honzon) (ENT) + ROT
Date Raed) 3015-09-11 083235 L Gime Alen
[_Saethorges _]_Aesoremsaved _)( Dee ][ Cone]
‘Ri a sa Wok i
[Action] Assess POOG impact of any Chent additons / changes /deletons = [eentact] “SMOB Automasc Tickers ~ [_AddActon I
Cara Wak Pa ]
Work wt Conn
Resse Noticton ofthe next cycle via lent and Token Wrkbooks Dave Alen
‘Reet Refrence Data from MDM Dave Alen
Check a Reference Data ecened Dave Alen
Git Reece Daa lensedio Li and Token Rernce to RDDT Dave Alen
‘Assess PODG pact of my Cot dns changes / dons Dave Aen
Receive PANS vi TDCT Toot Dave Aen
Symclronie Databases Dave Ales I 75 I
Fig.28.2.4a Expanded Maintain Enhancements page for Change Note CN0020
Change Notes can be created in one of the following ways:
1. By cloning an existing Change Note
Select an existing Change Note, then Clone it as a new Change Note. If cloning succeeded, the
new Change Number is automatically displayed in the Maintain Enhancements form.
2. Manually without using a template
By typing everything into the Maintain Enhancements form from scratch as well as defining the
steps in the work plan.
3. Using a template
Templates can only be applied to existing Change Notes (i.e. those with a Change Number). If
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 111 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
you want to create a new Change Note based on a template, first you have to create a basic
Change Note. Be aware that any details you type in may be overwritten when the template is
applied so entering just a ‘Title’ and a ‘Required Implementation Date’ at this stage should be
sufficient. Then select the template to apply; which may have some pre-defined work steps and
make any necessary updates.
To create a new Change Note:
» Choose ‘Select Existing Changes=New Change’ from the drop-down list.
Ticking ‘Include Completed’ will display all (neither deleted nor completed) Change Notes in the drop-
down list.
Leave ‘(Optional) Apply a Template=No Template’. But if a template has been applied to an existing
Change Note then this field will contain the template name.
» All the options in the drop-down lists are managed by the Administrator:
Related Release
Area
Platforms (Physical) Affected
> The icon ig which appears in the ‘Required Implementation Date’ field will pop-up a calendar to
help you complete a date in the correct format.
> The icon“) which appears in the ‘Platforms (Physical) Affected’ field allows you to append the
item from the selected from the drop-down list to the field to the right or you could just type in a list
of items separated by a comma (e.g. “PODG External (DGE),PODG Internal (DGI)”).
> Press Create (the Change Note to generate a new Change Number, expand the Maintain
Enhancements form) and create a Carrier Peak (§28.2.1); with references back to the ie hae
in the Release tab. To get directly to the Carrier Peak from the Change Note, click the icon “iia”
which appears in the ‘Change Number field.
» Once the Change Note has been created, a template may be applied. The fields which can be pre-
defined by a template (§28.2.6) are:
Title
Description of Change
Reason for Change
Consequences if Not Approved
Platforms (Physical) Affected
Work Plan (Work unit, Contact and Order)
» To manually construct a Work Plan, select an ‘Action’ using a drop-down list which was created via
Work Units (§28.2.5) and a Contact; to whom the Carrier Peak will be routed when it is time for that
work unit to be actioned.
Then press Add Action to append the new action to the list under ‘Current Work Plan’ along with an
‘Order’ which is the next in the sequence.
If the order of the work units is incorrect then use the up and down arrows (“kl” and “f”) to adjust the
position of a particular action. Pressing Delete will just remove the relevant work unit from the work
plan.
> Press Route to Step 1 to initiate the work plan by routing the Carrier Peak to the Contact defined in
the first work unit.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR _Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS PageNo: 112 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
To edit a Change Note, choose the Change Note number from ‘Select Existing Changes’ drop-down list.
This will automatically populate the fields in this page with details of the Note allowing you to edit those
details. Press Save Changes, Restore to saved, Delete (Change Note and its associated Work Units),
Clone (to create a clone of this Change Note), Add Action (to the Change Note), Delete (the relevant
work unit from the Note) or Route to Step 1 (to route the Change Note to the Contact of the first work
unit).
Once the Work Plan has been initiated, it is still possible to change elements of the Change Note. For
example, Fig.28.3.4b shows that Steps 6 to 25 have yet to be completed, these steps can be Deleted, re-
ordered or Add Action can be used to add new actions to the end of the sequence.
If you change the template then you will be warned that any existing work units will be replaced and the
new Work Plan will be taken back prior to Step 1 (and the Route to Step 1 button will be enabled again).
[Reta Assess POOG impact of any Chen acditons /changes / deletions ~ [Geta “S808 Automave Tikets__ + [“AddAcion_}
Caren Wek Pi
Werk wit
Receive Noiiation ofthe neat eee vn Cet and Token Workbooks
Receve Reference Data fons MDM.
‘Check al Reference Daa rece
‘Cie Reernce Data released to Live and Token Refrece to RDDT
‘Assess PODG impact of ay Cent addons changes deletions
Receive PANS via TCT Tool
Specht Dabs Due Alea I 75 Dols}
Conn code ews on RDT ig (Comber BAL /BRDB /RDDS) Dave Atta I 8
Pero Mii Repession co RDDT Coma Dee Ata I 98
‘Aass Rend of Mi Regence Drea [10 5
‘Ciet Workbook aur to update te APS Workstaina Dee Ate [11 §
‘Move Reece Dasa RDDOV Deve Ate [12
Tes Peyton Sewas Fe equ) Dew Ate [13 (1
Pesfinm CTO Harvesting on RDDIV Comte Deals [145
‘Anas Resi of Harvesting Dee Ate [18 5
Send Haven Feo 056 Deve Ate [16
Rec Token Woda ming ere of Tet eso Cos Dave Ales [7
Re-conion cove eves on RDT ig (ComisBALs/BRDB /RDDS) Deedes [i8 5
Pat Ful Region Dee Ata [195
ech Cleat Workbook equine APS Wotton te wpe wi cl str dt Dre Ate [201
Tes Tekan Wecbock phn inno rae ten reac tLe Dee Ate [21
‘Seed Eade cng APS Worst forested paris Dee Ate [22 5
Move Relea Das be De Ate [23 6
all Ove CTO prong CTO Repos Deve Aten [24
Send Repost terested panics Dave Alen [25 7)
Fimain window]
Fig.28.2.4b: Expanded Maintain Enhancements page for Change Note CN0020
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 113 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
28.2.5 Manage Work Flow Units
Selecting the Work Units button allows you to create and manage the properties of a work unit. Each
work unit describes a work action that must be completed and who is responsible for that action.
Once created, work actions can be combined in an order which defines the complete process or work
flow for a particular type of Change Note (e.g. in a Change Note for the monthly APS ref data Client
Take-On cycle, the work plan starts with ‘Receive Notification of the next cycle via Client and Token
Workbooks’ and ends with ‘Send Reports to interested parties). To save typing in the same sequence of
work actions, use templates (§28.2.6).
Once a work plan has been applied to a Change Note and then initiated, the Peak System will manage
the work flow and record the comments made at each stage. But it is the responsibility of the individual
Contacts to ensure that they perform their actions and update Peak with the status. Actionees can either
add a Comment, Reject the action (so the process moves back to the previous step) or Accept it (so
the process moves forward to the next step or, if at the last step, closes the Change Note).
Peak Incident Management System
[Work] Move Reterence Data to Live :
UsI
‘Work Unit NumiberI30 [Move Reterence Data o Live
DefndtmmpactrI Unspecitea y
Fig.28.2.5: The “Move Reference Data to Live” work unit
To create a new work flow unit:
» Choose ‘Select Work Unit=New Work Unit’ from the drop-down list.
>» Enter the properties of the new Work Unit Action.
The ‘Work Unit Number’ will be automatically generated once the action has been created.
The ‘Display Ordering’ field defines the order in which the actions will be displayed (e.g. in the
‘Select Work Unit’ field, Template and Manage Enhancements pages).
The ‘Default impactor’ specifies who will be shown by default as the ‘Contact’ in Maintain
Enhancements (§28.2.4).
> Press Add (new work unit).
To edit, delete or view an existing work unit action, choose the action from ‘Select Work Unit’ drop-down
list. Once an item has been selected, all the information about that option is retrieved from the database
and displayed on the Work Units form, allowing you to edit those details then use Save Changes,
Restore to saved or Delete (the work unit).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 114 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.2.6 Manage Templates
Selecting the Templates button allows you to manage templates for Change Notes. A template may
contain pre-loaded information in each field of a Change Note including a complete work plan (using the
work units created in Work Units, §28.2.5). Once created, the template can be selected from the
Maintain Enhancements form via the ‘(Optional) Apply a Template’ drop-down list (§28.2.4). Note that a
template may only be applied to a saved Change Note.
Peak Incident Management System
f Select FemplateI CTO Cycle a ]
esi [Search I
Tagua cr [ Tacs Onli
Tie hen Tote Ondycove
DesciptioaIiicacnay Aes cise
feo processing through che Reference data Tig.
Reason) voncriy FOL scheasle for incrogucing new clients and cokers Sato lave
Consequences
PlaorsI ROT
[SaveGhanges__][__Restoreionaves _][ De
"Rai a tint he Work Pan Tampa
IAcioal Assess PODG impacto any Cnt actors changes / elebons + feoetacI-SMDB Auomate Teka ©
Crest Work Pan
Workaie Contact Cr
Receve Notation ofthe nent cycle via Cleat and Token Workbooks RefData CTO User 1
Receive Reftrence Daa fom MDM RefDaa CTO User z
(Check al Refrece Data reoced Ref Data CTO User a
(lent Reference Data released to Line and Token Refwcace to RDDT RefDea CTO User z
Receive PANS via TOCT Tool RefDaa CTO User 5
Sractonse Dabs Ref Data CTO User é
erdoom Mi Regreesion on RDDT Conster RefDats CTO User *
‘Analy Ress of Min Regression RefDaa CTO User A
Client Workbook authority to update the APS Workstation __SMDB Automatic Tickets_ 9
“Move Refeence Data to RDDOV RefData CTO User 10
Parorm CTO Harvesting on RDDIV Gower RefData CTO User i
Inject Paystation or Sideways File (@ required) Ref Data CTO User 12
Fig.28.2.6: Expanded “CTO Cycle” Template
To create a new template:
» Choose ‘Select Template=New Template’ from the drop-down list.
» Type in a (mandatory) ‘Template Name’.
The ‘Presentation Order’ determines where this template name will be displayed in Action lists.
The remaining fields are free-text fields which are displayed when the template is selected on the
Maintain Enhancements page.
>» Press Add New (which will create the template and expand the Template form).
» — (Optionally) Add action(s) to the Work Plan Template by selecting an action which was created in
Work Units (§28.2.5) and .a Contact.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 115 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
Use the ‘Posn’ drop-down list to determine where the new action should be positioned then press
Add Action to append the new action into the list under ‘Current Work Plan’.
If the order of work units is incorrect then you must Delete the relevant work units (which will
automatically adjust the ‘Order’ field) and then recreate the new actions in the correct sequence.
To edit, delete or view the templates, choose the template name from ‘Select Template’ drop-down list.
This will automatically populate the fields in this page with details of that template allowing you to edit
those details then use Save Changes, Restore to saved, Delete (template and its associated Work
Units), Add Action (to the Work Plan) or Delete (the relevant work unit from the Plan).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 116 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
28.3 Request Management (RqM)
The Request Management processes of ensuring that requests are tracked through a pre-defined work
flow to completion centres on the creation of Request Notes.
The following is a brief description of how to use the Request Management system on Peak:
1. On the Peak website, select the Maintain button in the Request Management section of the
Main Menu to view the Request Note screen.
2. Create a new Request Note (or select an existing Request Note to Clone) and Save Changes.
Creating a new Request Note will automatically create an associated Carrier (or
Container/Controlling) Peak containing a reference back to the original Request Note. By
cloning, you may elect to use the same Carrier Peak as the existing Request Note.
3. At this stage, you may apply a template which will automatically populate your new Request
Note with the details (including any Work Plan) pre-defined in the template. Otherwise you will
have to manually type in the details and add the Work Units individually to your new Request
Note.
A Work Plan is a pre-defined route that the Request Note needs to take via various
Contacts/Actionees in the work units before it can be released.
4. Start the process by pressing Route to Step 1 of the Work Plan which will route the Request
Note and Carrier Peak to the first Contact defined in the Work Plan.
5. Progress the Request Note by clicking on the Request Note reference in the References tab of
the Carrier Peak. You may add a Comment, mark the current task as Complete (which will
automatically route it to the next unit in the plan) or Reject the task (which will route it back to
the previous unit).
6. Request Notes will remain open until it has been deleted or the last step in the Work Plan has
been Completed.
28.3.1. Carrier Peaks
Each Request Note has an associated Carrier (or Container/Controlling) Peak. It is possible, by cloning
Request Notes, to have several Request Notes associated with the same Carrier Peak. It is the Carrier
Peak (and associated Request Note) which is actually routed around the Contacts as defined in the Work
Plan.
Since a Carrier Peak is just a Peak of Call Type='R — Release Notice Forum’ with a reference to the
Request Note, you may add evidence to the Peak as normal. This allows large amounts of text that are
inappropriate in the Request Note or evidence from a test to be attached.
The Carrier Peak can be found and updated in the following places:
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 117 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
e If you are the current Actionee then the Carrier Peak will automatically appear on your stack.
* Maintain the Request Note then press Show PEAK (§28.3.3)
e Click back to detail in the Progress Requests (§28.3.2.1)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 118 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.3.2 List Open Notes
Selecting the List Open button in the Main Menu: Request Mgmt section displays a summary list of all
the Request Notes that are currently active (i.e. neither deleted nor completed).
Peak Incident Management System
[ Outstanding Requests
fazqo00I4+702008 fe FANG: BRAOL br Descabpion2 ee scTest [On
fazcqoonsI'S2008 Je ENG-X BRAM apie Test Re VESRNING er hana isc Test ns
cae RRA fest no defaittemplne finch ete rey Unknown
[xzcooo07I16 20.2008 FENG BRAT hear wih def tepiane isc ret pon
Hrzqooos IS 78208 fc danatK-1 BRAM! he ASAP [asap ACSIGNING Ia dninlBRAOL Scie ala
le Fe Bee ae kscrex
Ronnie a ES ee SAP fscret
fesqoorsI>S-Ane2008 Jo ING BBRAOL azo gee asap AGSONING Isr faraot ice a
JreoooisPPe se 2098 Jc FNC X BRAS! someméon summary — IASAP_ RGueNN® ist Farag ict
ecobites Co fm pee CR ace EGR or pratense ee lay
Se ee eee
Fig.28.3.2: List of Open Request Notes
On entry to the Requests screen, the “Request Notes” are sorted in ascending alphabetical order but the
order can be toggled to descending alphabetical by clicking the up and down arrows (“£%” and “i.l”).
There is a hyperlink to Progress Requests (§28.3.2.1); where it will display information about the state of
the Request Note.
28.3.2.1 Progress Requests
There are two views of the Request Note in Peak and they enable you to update different aspects of the
Note. In this document, they have been distinguished by the names:
« Maintain Request Note is the Request Note page to be used to create, update the details and work
flow template of a Request Note (§28.3.5). It is displayed via the Main Menu: Maintain button.
« Progress Requests is the /TU Requests page to be used to progress the work flow of the Request
Note. It is displayed by clicking on the ‘Request Note’ link in:
o List Open Request Note then click the ‘Request’ link (§)
o References tab of the Release Peak then click the ‘Request Note’ link (§8.2)
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 119 of 125
FUJ00080332
FUJ00080332
oO Peak User Guide
FUJITSU FUJITSU RESTRICTED
Peak Incident Management System
EEE ane
eae Ee tit
se Coane
[Request Type. [BRAO? Build
= pe
— =
pie
eS Leraeaoniavst
ese oe
[Rig st
Es
Date Raed [0s-Ang: 2008 160807 [eee Seeks
awe
[Special instructions 1
[High level plan ]
Fe ee ere de cee ame!
Se eee
[Route va QC admin [Ltenwiete I [Rowe] [common] 2
—_
sc Tet oF [ i 3
Fig.28.3.2.1: Progress Requests page for Request Note REQ0015
Using Progress Requests, you can view all the details of the Request Note with hyperlinks (if they exist)
to related Request Notes/fault Peaks/MSCs and update the Control Steps.
The Work flow actions in the High level plan section are colour-coded:
y denotes the current work step to be actioned
denotes the work steps that have yet to be actioned
GIBBA show the completed work steps (along with a timestamp)
The grey text shows the completed/rejected actions and comments in ascending time order within each
Work flow step. Since rejecting a step will cause the work flow to return to the previous step, the High
level plan may not the best place to get a time order view of events, instead see the progress text in the
Carrier Peak.
To progress the Request Note, you can type a comment into the ‘Add Comments’ field then press
Comment which will just add your text to current Work Unit. Pressing the Reject button, which is
enabled for all steps except for step 1, will add any typed in comments and route the Note back to the
previous work unit. Pressing the Complete button will add any typed in comments and route the Note
onto the next work unit - if you are completing the last step of the Work Plan, the Request Note is also
closed.
At the bottom of the Progress Request Note page, you can see the Cail Details of the Carrier Peak by
pressing back to detail or print.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 120 of 125
FUJ00080332
FUJ00080332
Peak User Guide
o
FUJITSU FUJITSU RESTRICTED
28.3.3 Maintain Notes
There are two views of the Request Note in Peak and they enable you to update different aspects of the
Note. The Progress Requests page is described in §28.3.2.1.
The Maintain Request Note form is shown when the Maintain button is pressed. It should be used to
create, clone, edit or delete Request Notes, apply a standard template, view the Carrier (or container)
Peak and add/delete actions to the work plan.
Peak Incident Management System
SaubuagTUReqetNoeI OE
‘Optional Apply a Template) Test TempateT =
[[SiewPEAK J Stow Request J[” Seve changes _J[_Restrensoved _J[ Delete J[ Core)
Request Nabe REQOOIS Piety] C- Nor Uiger (ay UP) ~
(Conta Jota Serpe Dae 17082013 (dadmmiooa)T ASAP
Target Release] HNGXOT08 a "Request TypeI RADI Buia =
Request Description] ST-REGOOIS- test sunmary
laos] AC SiGHING SERVER +) ACSIGNNG SERVER
Tecan onan ~ FF] BRAOTIRETURETD
Ral ann - © st
MSC ReferenceI None *)
Fa Peal
DPV
Speci asada
Daz Raed 3008-00-06 160007 L ey
{stom PENC JT Save Changes -)[, Renovo seved._]{ Delem }[ Clone]
‘Kaos scion he Werk Pan
Action Rute via QC admin [Contact] om + [aeacion I
‘Caareat Work Plan ]
Work wat Contact Onder
PEAK crea Mt i a — a
eat via QC ain OM 2
SSC Test om 3
Fig.28.3.3 Expanded Maintain Request Note page for Request Note REQ0015
Request Notes can be created in one of the following ways:
1. By cloning an existing Request Note
Select an existing Request Note, then Clone it as a new Request Note.
2. Manually without using a template
By typing everything into the Maintain Request Note form from scratch as well as defining the
steps in the work plan.
3. Using a template
Templates can only be applied to existing Request Notes (i.e. those with a Request Number). If
you want to create a new Request Note based on a template, first you have to create a basic
Request Note. Be aware that any details you type in may be overwritten when the template is
applied so entering just the mandatory fields at this stage should be sufficient. Then select the
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 121 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
template to apply, which may have some pre-defined work steps and make any necessary
adjustments.
To create a new Request Note:
>» Choose ‘Select Existing ITU Request Note=New Request Note’ from the drop-down list.
Ticking ‘Include Completed’ will display all (neither deleted nor completed) Request Notes in the
drop-down list.
Leave ‘(Optional) Apply a Template=No Template’. But if a template has been applied to the
Request Note then this field will contain the template name.
» The mandatory fields in the Maintain Request Note form are: ‘Request Description’ and ‘Date
Required’.
» The options in the following drop-down lists are managed via functions within Main Menu:
Priority in RNOptions — Priority via Request Mgmt: Options (§28.3.6).
Target Release in Releases via Target Release (§28.1.9)
Request Type in RNOptions — Request Type via Request Mgmt: Options (§28.3.6).
Platforms in Servers via Release Mgmt: Servers (§28.1.7).
Location in RNOptions — Locations via Release Mgmt: Options (§28.1.8).
Rig in RNOptions — Target Rigs via Release Mgmt: Options (§28.1.8)
MSC Reference in RNOptions - MSCs via Request Mgmt: Options (§28.3.6)
> The icon ““h which appears in the ‘Date Required’ field will pop-up a calendar to help you complete
a date in the correct format. Ticking the ‘ASAP’ field will automatically fill in today’s date.
> The icon“) which appears in the ‘Platforms’, ‘Location’ and ‘Rig’ fields allows you to append the
item from the selected from the drop-down list to the field to the right or you could just type in a list
of items separated by a comma (e.g. “BRA0O1,IRE11,LEW02").
» Press Create (the Request Note to expand the Maintain Request Note form).
Creating a Request Note will also create a Carrier Peak (§28.3.1) with references back to the
Request Note in the Release tab.
To get directly to the Carrier Peak from the Request Note, use the Show Peak button in the
Maintain Request Note page.
» Once the Request Note has been created, a template may be applied. The field which can be pre-
defined by a template (§28.3.5) is the:
Work Plan (Work unit, Contact and Order)
>» To manually construct a Work Plan, select an ‘Action’ using a drop-down list which was created via
Work Units (§28.3.4) and a Contact; to whom the Carrier Peak will be routed when it is time for that
work unit to be actioned.
Then press Add Action to append the new action to the list under ‘Current Work Plan’ along with an
‘Order’ which is the next in the sequence.
If the order of the work units is incorrect then you must Delete the relevant work units (which will
automatically adjust the ‘Order’ field) and then recreate the new actions in the correct sequence.
» Press Route to Step 1 to initiate the work plan by routing the Carrier Peak to the Contact defined in
the first work unit.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 122 of 125
FUJ00080332
FUJ00080332
Peak User Guide
fee)
FUJITSU FUJITSU RESTRICTED
To edit a Request Note, choose the Request Note number from ‘Select Existing ITU Request Note’ drop-
down list. This will automatically populate the fields in this page with details of the Note allowing you to
edit those details. Press Save Changes, Restore to saved, Delete (Request Note and its associated
Work Units), Clone (to create a clone of this Request Note), Add Action (to the Request Note), Delete
(the relevant work unit from the Note) or Route to Step 1 (to route the Request Note to the Contact of
the first work unit).
Once the Work Plan has been initiated, it is still possible to change elements of the Request Note. For
example, Fig.28.3.3 shows that Steps 2 to 3 have yet to be completed, these steps can be Deleted, re-
ordered or Add Action can be used to add new actions to the end of the sequence.
If you change the template then you will be warned that any existing work units will be replaced and the
new Work Plan will be taken back prior to Step 1 (and the Route to Step 1 button will be enabled again).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 123 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
28.3.4 Manage Work Flow Units
Selecting the Work Units button allows you to create and manage the properties of a work unit. Each
work unit describes a work action that must be completed and which team is responsible for that action.
Once created, work actions can be combined in an order which defines the complete process or work
flow for a particular type of Request Note. To save typing in the same sequence of work actions, use
templates (§28.3.5).
Once a work plan has been applied to a Request Note and then initiated, the Peak System will manage
the work flow and record the comments made at each stage. But it is the responsibility of the individual
Contacts to ensure that they perform their actions and update Peak with the status. Actionees can either
add a Comment, Reject the action (so the process moves back to the previous step) or Complete it (so
the process moves forward to the next step or, if at the last step, closes the Request Note).
LL SS CS CC A °c: % [seater
Peak Incident Management System
Sea Work :
‘Action Nabe? DeseiplnnI RequesiPeak Creawa
Dein actneeI FicTE : Display OrdeigI >
[Seechenges JL Trees)
Fig.28.3.4: The “Request Peak Created” work unit
To create a new work flow unit:
» Choose ‘Select Work Unit Action=New Action’ from the drop-down list.
> Enter the properties of the new Work Unit Action.
The ‘Action Number’ will be automatically generated once the action has been created.
The ‘Display Ordering’ field defines the order in which the actions will be displayed (e.g. in the
‘Select Work Unit Action’ field, Template and Manage Request Note pages).
The ‘Default actionee’ specifies who will be shown by default as the ‘Contact’ in Maintain Request
Note (§28.3.3).
> Press Add (new work unit).
To edit, delete or view an existing work unit action, choose the action from ‘Select Work Unit Action’
drop-down list. Once an item has been selected, all the information about that option is retrieved from
the database and displayed on the Work Units form, allowing you to edit those details then use Save
Changes, Restore to saved or Delete (the work unit).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 124 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
28.3.5 Manage Templates
Selecting the Templates button allows you to manage templates for Request Notes. A template may
contain pre-loaded information in each field of the Request Note including a complete work plan (using
the work units created in Work Units, §28.3.4). Once created, the template can be selected from the
Maintain Request Note form via the ‘(Optional) Apply a Template’ drop-down list (§28.3.3). Note that a
template may only be applied to a saved Request Note.
Fe
Peak Incident Management System
[ Tea Tene] Feces Tenpon © I
as I Prscanioe Oat I Dad Tome
[Save changes ][_ Restvelosaved II Dele I
Mama wa Warne aa
[Asin Rove oir loose Actes ~ [een] Fa :
Ca Waki
Wake Const] Orr
Request Peak Created RMcTE 1 I (Delete)
Tee fo RM fer Reka cis Rt 2
Toss IMG TE io ube pcan Bete I 3 I [eee]
Ro to ROE as coufmation Request €asoriaed Regie Peak maj be dated Bcarchne I 4 I [Oot
Fig.28.3.5: Expanded “Request Template”
To create a new template:
>» Choose ‘Select Template=New Template’ from the drop-down list.
> Type in a (mandatory) ‘Template Name’.
The ‘Presentation Order’ determines where this template name will be displayed in a list to the User.
Ticking ‘Default Template’ will make the current template the default displayed option; superseding
any previous default.
» Press Add New (which will create the template and expand the Template form).
> Append a new action to the list under ‘Current Work Plan’ by selecting an action which was created
in Work Units (§28.3.4) and .a Contact and then press Add Action.
If the order of work units is incorrect then you must Delete the relevant work units (which will
automatically adjust the ‘Order’ field) and then recreate the new actions in the correct sequence.
To edit, delete or view the templates, choose the template name from ‘Select Template’ drop-down list.
This will automatically populate the fields in this page with details of that template allowing you to edit
those details then use Save Changes, Restore to saved, Delete (template and its associated Work
Units), Add Action (to the Work Plan) or Delete (the relevant work unit from the Plan).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref: CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 125 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
28.3.6 Manage Option Lists
Selecting the Options button allows you to configure the items shown in the drop-down selection lists for
the following fields in Maintain Request Note (§28.3.3) and Templates (§28.3.5):
« MSC
e Priority
e Request Type
LS SS CT <2: [ Search I
Peak Call Management System
[See [ri Ste ter or 7805- Sv OpeanoaiFig Bata Granges >]
Vad oaoies I Deseapaan] 0172615. SV: OperonatigBund I] Daal
{Save Cemes._f Resors: I Delete
Civainsindow]
Fig.:28.3.6 RN Options form
To create a new item for the MSC, priority or request type:
» Choose ‘Select Group=MSC, Priority or Request Type’ from the drop-down list. This selection will
determine what other fields are displayed on the RN Options form.
» Set ‘Select Item=New MSC, Priority or Request Type’.
» Complete the details of the new item.
The ‘Value’ should contain the actual option (e.g. if defining a new MSC then it should contain the
MSC reference “043J0172529").
The ‘Description’ will be the actual text displayed in the drop-down list. But to be more useful, rather
than containing just a description of the value, it should also contain the value (e.g. “043J0172529 —
ST - Operational/Rig Build Changes’).
Ticking the ‘Default’ field will make this option the default displayed option; superseding any previous
default.
> Press Add New (option).
To edit, delete or view an existing option, choose the group type from ‘Select Group’ then the item name
from ‘Select Item’ drop-down lists. Once an item has been selected, all the information about that option
is retrieved from the database and displayed on the RN Options form, allowing you to edit those details
then use Save Changes, Restore (the previous saved version) or Delete (the item from the option list
permanently).
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 126 of 125
FUJ00080332
FUJ00080332
Peak User Guide
(oe)
FUJITSU FUJITSU RESTRICTED
A APPENDIX: Peak Encryption
With the introduction of encryption to sensitive Peak pages (Logon and change Password screens), your
browser may try to warn you whenever you access an encrypted page from an unencrypted one that the
Peak Certificate has not been signed by one of the trusted Certification Authorities.
You will get different alerts depending on the browser being used. To make the Peak Certificate trusted
so that the alert will no longer appear follow the steps described on Peak in Help/FAQ.
© Copyright Fujitsu Services FUJITSU RESTRICTED Ref. CS/MAN//011
Limited 2003-2015 Version: 3.0
UNCONTROLLED WHEN PRINTED OR Date: 18-Apr-2016
STORED OUTSIDE DIMENSIONS Page No: 127 of 125