Frequently Asked Questions
[En Español]
Here are answers to the frequently asked questions provided as a courtesy to EGI employees and our customers.
Why can't I log into the Econolite Support System when I'm using my proper username and password?
The Econolite Support System uses the same username and password that you use to log into your computer (employee) or the account information emailed to you (customer).
If you are unable to log in and receive a notice indicated that your username/password is not valid, one of the following issues is true:
Employees:
- Your user account hasn't been added to the Test Track Pro system yet.
- Your domain account was recently moved for maintenance and Test Track Pro has been updated with the new location.
Customers:
- Your account may have been inactivated for administrative purposes.
In each of these situations, please contact the Econolite Support Administrator to resolve this issue.
The Econolite Support System will be updated and you will be contacted by a Support Representative to ensure you have access to the system and successfully log in.
"No floating licenses are available..." notice received when logging in.
Occassion you may attempt to log into a Test Track Pro project and receive this message:
This notice is generated because all available licenses for accessing the Test Track Pro system are currently in use. Each system currently has a limited number of floating licenses available to employees and customers. This means that concurrent connections are limited to the number of licenses available.
To resolve this, you can do one of the following:
Employees:
- Try again after someone else has logged out.
- Find a user in your area that is currently logged in and ask them to log out.
Customers:
- If the issue is critical, please contact your Support representative immediately to help gain access to the system.
- If the issue is not critical, please try again soon. Or contact the Econolite Support Administrator via email to inquire about accessing the system. Remember to always log out when you have finished submitting a Problem Report.
ECONOLITE SUPPORT SYSTEM
Why doesn’t the hyperlink work on the e-mail?
Originally, the hyperlink was limited to give access only to the person whom the report is assigned. Although notifications were sent to others, the program restricted the use of this hyperlink.
Currently, with the new upgraded of the Test Track system, this hyperlink is now universally active for all users. Any e-mails with the link received after December 20th, 2010 will have this feature. If you saved older e-mails before December 20th, it will not work for all users.
Why can’t I edit the Report?
Different reasons:
- You may not have the proper security access to edit the report. Contact the Test Track System Administrator at extension 358 to review your permissions.
- You may be in "View Mode." Look at the upper left of the Report and click on the "Edit" button (Web Client only).
- Another user may be on the same report. On the top right of the Report screen, next to the "View Defect #," you will see who is using the Report.
Why doesn’t the report show up on the Main Screen?
Most likely, the wrong filter is chosen if the report is assigned to you.
- Look on the upper right on the Main Screen to see the down-down box labeled "Filter."
- Choose *Action Items Assigned To Me. It should be the second from the top of this list.
- If the report is assigned to you, it will now show up on the main screen.
It could be that you have more than one page of Reports. Use the Next Page arrows (located on the upper-left and lower-right of the page) to scroll to the next page.
How can I find a certain report?
- If you know the Report Number, use the "GO TO DEFECT" field located in the middle of left margin. Type in your Report number and click the "GO" button.
- If you don’t know the Report Number, use one of the following
- Use the FIND DEFECTS option on the left margin. You can perform and limited search by keywords in the SUMMARY or DESCRIPTION fields.
- Use the ADVANCE FIND option. You can search other fields to find the Report (Currently Assigned To, Date Entered, Entered By, etc)
- Use the FILTER drop-down box on the upper-right of the Main Screen. Many filter are listed that can help.
How can I get access to the Test Track (or give access to new employees)?
On the EGI Econolite Support Jump page (http://esupport.econolite.com) there is a link labeled Request Access. Click on the link and fill out the information for the new user. An e-mail acknowledging the request completion will arrive within two days.
I put in my information, but it’s still assigned to me. Why?
The FIXED event has not been entered. When a report is completed with the required information to resolve the problem, you need to do more than just save the Report. Before you save the Report:
- Click on FIXED event on the upper left margin.
- Enter the person to Assign To in the drop-down box. NOTE: This is important, also. If this is not filled in the Report will not reach the person to verify the FIX.
- Enter the amount of Hours worked on for the problem.
- Enter the Resolution.
- Click OK to return to the Report.
- Important: You still need to SAVE the Report. Click on the SAVE button in the upper-right of the screen.
What is the difference between a Corrective Action Report and Problem Report?
The difference are described in QOP 14-01 Corrective and Preventive Action and QWI 14-01 Problem Report Work Instructions. (See Intranet for more information)
- Problem Reports can be "any nonconformance of one time event, i.e. engineering bug, mechanical failure, field report, etc. that does not require a full investigate analysis for completion. Only a reason for the occurrence and the fix is recorded. Multiple occurrences of the same problem can be elevated into a corrective action process."
- Corrective Action Reports are "need to eliminate the cause of the problem and prevent its reoccurrence. Corrective action reports are used to record procedure issue, data analysis, etc."
How do I find the report’s history?
The history can be found in the tab called WORKFLOW. After opening the Report click on the WORKFLOW tab. You can view all the events for the particular Report in chronological order.
How can I get notified of reports in the system that I put in the system?
You first have to setup a Filter for all report that you enter.
- If you want to use an existing filter, skip to the next section for Notifications.
- Click on the Tab marked Filters.
- Click on Add button.
- Enter a Name and Description for your filter. Make it simple, such as, "Reports that I entered."
- Create the criteria for the filter. Click on Add button for the Restrictions.
- Select "Entered By" in the drop down box.
- Select your name in the User Box.
- Click "OK"
- Click on "Save" to save you filter.
To setup the your own Notifications:
- Click on User Option on the top of the Main Page
- Scroll down to the Notification section and click on "Add" button.
- Enter a Rule Name for your notification and choose you just created for the Precondition Tab.
- Click on Trigger When Tab.
- Select a Trigger when to get notified. You probably want to know every time the record gets changed, so select "Defect is Changed." Scroll through the list if you want another selection.
- Click on Actions Tab.
- Select the E-mail template "Defect Modification HTML" if you want to see what changes occurred in the report. Scroll through the list if you want another selection.
- Click on "OK" to save the Notification.
- Click on "Save" to save the User Option.
Can I enter a report in a language other than English?
Definitely NOT! The system needs to remain consistent so that everyone can be able to read every report. This will help in the Search function to look for similar attributes in all reports.
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