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support:introduction_to_scotty_pro [2020/05/19 15:13] – lmooresupport:introduction_to_scotty_pro [2022/11/28 12:33] (current) – 10.91.129.7
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 +====== Introduction to ScottyPro ======
 +
 +Author: Michelle McCausland\\
 +Updated: Loughlin Moore (July 2019)
 +
 +===== ScottyPro Ticketer =====
 +
 +ScottyPro is a version of the Ticketer IDMS application that is used for support ticketing.
 +
 +The main difference between the IDMS Ticketer and ScottyPro is the use of the Kanban board view.
 +
 +The Kanban board displays tickets visually according to their state.
 +
 +The application can be accessed via the following link:
 +
 +[[http://scottypro.com/|Scotty Pro Ticketer]]
 +
 +See also [[SupportRequestPage:support_request|Support Request Application]] 
 +
 +
 +The [[ support:scottypro_architecture | Environment/Server configuration for running ScottyPro is described here ]]\\ 
 +As of 11th December 2019 ScottyPro has moved to a new instance.
 +
 +ExteNet and American Tower have access to ScottyPro with a customer role
 +
 +Attached is the Customer User Guide for ScottyPro: {{ :support:ext_-_scotty_pro_user_guide.pdf |}}
 +
 +===== ScottyPro Reporting Manager =====
 +
 +In conjunction with the Ticketer, there is also a Scotty Pro Reporting Manager instance.
 +
 +This application contains customer-specific reports based on the tickets in ScottyPro.
 +
 +The Scotty Pro Reporting Manager URL is: [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|http://scottypro-rm.err:8081/ReportingManager/reporting/index]]
 +
 +ExteNet and American Tower also have access to ScottyPros Reporting Manager and a certain list of relevant reports.
 +
 +
 +----
 +
 + [[https://docs.google.com/spreadsheets/d/1E1Wb4x9gi6lIRhrlvmkHz7AMS1K1Piv9-qCbKm8BDQU/edit#gid=144385534|Features]]
 +
 +----
 +**Other relevant articles** 
 +
 +  * [[SupportRequestPage:support_request|Support Request Application]] 
 +  * [[support:Support Process Overview|Support Process Overview ( Customer Tickets)]]
 +  * [[support:Support Process Overview_Internal|Support Process Overview ( Internal Tickets)]]  
 +  * [[:pending_ops_dev_analysis| Support Process Overview (Ops_Dev Process)]]
 +  * [[support:Support Labels|Support Labels]]
 +  * [[:operations_ticket_summary_format|Operations Ticket Summary]]
 +
 +
  

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