TRAC User Guide
Please take a moment to read this document, which provides step-by-step instructions on how to use Trac, our support solution.
Trac is a web-based software project management and bug/issue tracking system emphasizing ease of use and low ceremony.
It is important that you understand that ALL your queries and requests MUST be sent via Trac. This is to ensure efficiency and promptness.
Trac website basics:
log in to your account
Click on 'login' at the top of the page and enter the log in details provided in the body of the 'TRAC details' email.
Settings page
To change the Name or email used on Trac.
Preferences
This page lets you customize your personal settings for this site, including your password. If you forget your password, Please contact Loopo.
Timeline page
Provides an outlook on the tickets sorted by date.
Roadmap page
Provides an outlook of the projects’ milestones and key events.
View Tickets
Provides access to all tickets.
You may decide to sort tickets by “active tickets” to view tickets which are still open (not solved).
New ticket
To create a new ticket in order to raise a new query/issue.
Search
To search for a ticket.
Make sure you always enter keywords when creating tickets.
*How to create a new ticket:
New Ticket page
When you wish to raise an issue, report a bug, get an answer to a question, etc., please first review recent and outstanding tickets to see if someone else has already raised the same issue.
For example, if you discover a bug and you find that it happened before, please update the original ticket with any additional details, or even just a notification that you are experiencing the same issue.
If having checked carefully, you are sure that no one else has logged your issue, please click “New ticket” and enter the details as described below.
The ticket will be emailed to Loopo and to the ticket “reporter” (you).
If you wish other members of your team to be informed, add their email address in the CC field.
You will receive an email each time the ticket is updated.
Short summary
Please provide a short summary of the request/issue so that our support team can understand instantly what the ticket is about.
This summary will appear in the title field of the email sent.
Type
Select the appropriate type: defect/enhancement/task
Full description
- Enter a detailed and clear description:
- Copy and paste the URL of the page about which you are raising the ticket or from which the issue can be accessed.
- Copy and paste the exact text of any error message.
- Explain the issue/aim/etc.
- Use the text editor when you think is necessary.
Priority
Set the ticket priority.
Please only use “high” or “highest” priority in exceptional cases where action is required within hours rather than days. Otherwise please use “normal”, or “low” when you are notifying us about a non-urgent matter.
Keywords
Will allow using the search field to retrieve the ticket.
Milestone
Please leave this field blank.
Assign to
This will default to “Loopo”. Please do not alter it.
Client
If this option is available, select as appropriate.
Attach files
If you have files to document the ticket, tick the box. You will be able to upload them after you click Submit ticket.
How to amend a ticket:
Open the appropriate ticket (click on the link provided in the body of the email /go to view ticket / use the search tool to retrieve the ticket).
When the ticket is opened:
You can see the ticket’s properties: number, summary, settings (reporter / assigned to, priority level, etc.) at the top of the page.
The full description is provided in the field below.
If you wish to add information or to update this ticket, do so in the “comment” field further below.
You may want to reassign the ticket if the task/issue is not completed/solved from the “Action” area.
How to close a ticket:
When you know that the issue/query has been dealt with, you must close the appropriate ticket. We will never close a ticket, as it is your decision as to whether the issue has been satisfactorily resolved or not.
To do so, go to the ticket you want to close. In the “Action” area at the bottom of the page, tick “resolve” and select the suitable status (fixed / invalid / duplicate).
Practice:
Do not hesitate to
- Amend your password
- Create a new ticket (your Company name and “test ticket” should appear in the “summary field”)
- Close this ticket, as resolved or invalid.
Please contact <a href="mailto:support@…">Loopo</a> if you have any query.
