06/2008 - Meta Integration releases
new Web 2.0 enabled MIMB 6.0

Meta Integration Support

Customer Issue Tracking System (CITS) Help

CITS Version 1.0

The Trac User and Administration Guide

Login/Logout

Only registered users may create, view and update issues in this system. For assistance in obtaining a User ID and Password for this system, please contact support

Creating a new issue

Each time a new error report, enahancement request or usability question is to be reported, it is necessary to create an issue. Here one provides a simple text name to identify the issue, a free-form text description of the issue in full detail, and various specific finformation that will be used to track, prioritize, understand and resolve the issue. In addition, attachments may be uploaded to be included in the issue as supporting documentation.

It is very import to be as complete as possible when entering the description and mandatory fields. When finalizing and issue, one should specify the scenario that MITI engineers may use to reproduce the error or difficulty in as complete a manner as possible. Also, be sure to attach any files that are required to reproduce the error and any error logs.

Error logs to include as attachments:

Model Bridge issues: MIMB log (obtain this by right clicking on the Log window and selecting save). Be sure to run the bridge using Detailed Consistency for the log generation.
MIRWeb issues: error text in the web browser, latest error logs in \Tomcat\logs.
Repository Desktop issues: MIW log (obtain this by right clicking on the Log window and selecting save), MIRServer log in \Meta Integration\log.
MIRSever issues: MIRServer log in \Meta Integration\log.

For additional descriptive information about the fields that are to be populated, please see this link.

WARNING, MIMB Users most now provide the following details on any issue:

the MIMB log is now a mandatory attachment in order for us to verify: (a) the exact MIMB version such as 5.2.4 and build date, and (b) the exact set of parameters passed to the bridge
the exact version of the source or destination tool with build/release date if available: e.g. not just ERwin v7, but precisely ERwin 7.2.5.1918 (Service Pack 1)
the exact version (with build/release date if available) of the MIMB OEM Enabled Partner Software (in case of CA, it would also be ERwin 7.2.5.1918 (Service Pack 1)
the source model to reproduce the issue which can be a simple file in case of CA ERwin, but can also be a database dump in case of a repository based tool as expressed in many tooltips, for example check out the "support" section of the Microstrategy import tooltips. In case of export to Excel, the auxilary "Blank" and "MetaMap" Excel files should also be added.

Search, View (or Amend) existing issues, or build your own Issue Report

After an error report, enahancement request or usability question is issued, one may review and update the issue indefinitely. A complete history of all changes is maintained, as well as all subsequent attachments. It is expecially important to track the status and resolution of issues, and reporting features and free-text search capability are included in this feature for quickly organizaing and locating the appropriate issues.

Issue Process Management

Once and issue is created, it is important to adhere to the following table of possible actions in order to ensure that each issue is addressed and verified.

Current Status Possible Actions

Open Issue has been submitted or reopened. Only MITI staff may change this issue status. It should be set to:

Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution

Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved

Resolved if the issue is deemed to be resolved by MITI staff

Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body

Processing MITI is working on resolving the issue. Only MITI staff may change this issue status. It should be set to:

Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved

Resolved if the issue is deemed to be resolved by MITI staff

Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body

Waiting MITI is waiting for additional information from the customer, or 3rd party. Only MITI staff may change this issue status. It should be set to:

Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution

Resolved if the issue is deemed to be resolved by MITI staff

Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body

Resolved Issue has been deemed resolved by MITI staff. Only customers should change this issue status. It should be set to:

Open if the issue must be re-opened as the resolution was not sufficient. If there are new issues identified after this one has been assigned the status of resolved, please enter an entirely new issue.

Verified issue has been verified by customer

Verified Issue has been verified by the customer. Only MITI staff may change this issue status. It should be set to Closed.

Scheduled Issue has been Scheduled for future releases. Only MITI staff may change this issue status. It should be set to:

Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution

Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved

Resolved if the issue is deemed to be resolved by MITI staff

Closed Issue is Closed. Once closed, the issue may only be re-opened giving the issues the Open status.

Understanding each Field of the Issues

Field	Description
Issue ID	Automatically generated by CITS
Issue Summary	Concise title that will be used to recognize the issue
Issue Description	Full description of the issue, including complete scenario for reproducing any problem
Issuer Login ID	The CITS login Id generated by MITI, often the actual customer id, e.g. Country-CompanyName-Reseller
Issuer Name	Name of the person reporting the issue, e.g., John Doe
Issuer Phone	Phone number of the person reporting the issue, e.g. (650)960-9000 x 12
Issuer E-mail	Contact e-mail address for the person reporting the issue, e.g. john@CompanyName.com
Issuer Generated ID	ID of issue as assigned by the customer for reference purposes only, e.g. ABC12
Issuer Privacy	Check this box if you wish to keep this issue private, i.e., so that other CITS users will not be able to see this issue.
User Name	Name of the actual end user reporting the issue (and his/her company if different)
User Phone	Phone number of the actual end user reporting the issue
User E-mail	E-mail address of the actual end user reporting the issue
User Environment	Test, Development, Production, etc.
User Host ID	MITI License host ID as reported by the Meta Integration License Manager.
User Severity	Indicates the impact an issue is having on the business as reported by the user
MITI Product	Meta Integration Product impacted by this issue
MITI Interface	Type of interface (e.g., Desktop vs. Web) impacted by this issue
MITI Function	Meta Integration tool functionality impacted by this issue
MITI Import	Import bridge impacted, if any
MITI Export	Export bridge impacted, if any
MITI Version	Version of Meta Integration Produce impacted by this issue
Keywords	Keyword for organizing and searching issues in the system. These are free form and user defined.
System OS	Operating system on which the issue may be reproduced (cut & paste from the MIMB log) e.g. Microsoft Windows XP 5.1 x86 with Office: 11.0
System Java	Java version for which the issue may be reproduced (cut & paste from the MIMB log) e.g. System Java: 1.5.0_06 from Sun Microsystems Inc. in C:\Program Files\Meta Integration\java\Sun\jre\bin\client
System Hardware	Any system hardware specifications that seem pertinent to reproducing the issue (cut & paste from the MIMB log) e.g. Intel(R) Pentium(R) M processor 1600MHz at 1594 MHz with 2046 MB RAM
MITI Allocated Type	Usage – the issue is caused by incorrect usage of the product Documentation – resolution of the issue requires addition explanation that is now included in the documentation Defect – resolution of the issue requires repair of a defect in the product Enhancement – resolution of the issue requires and enhancement to the product capabiltity Task – resolution of the issue creates a new task for MITI Change Request – resolution of the issue requires a change to the functionality of the product
MITI Status	Opened – issue has been submitted or reopened Processing – MITI is working on resolving the issue Waiting – MITI is waiting for additional information from the customer, or 3rd party Resolved – issue has been resolved Verified – issue has been verified by customer Scheduled – issue has been scheduled for future releases Closed – issue is closed
Resolve by MITI Version	Version of Meta Integration product by which the issue is scheduled to be resolved

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Current Status	Possible Actions
Open	Issue has been submitted or reopened. Only MITI staff may change this issue status. It should be set to: Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved Resolved if the issue is deemed to be resolved by MITI staff Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body
Processing	MITI is working on resolving the issue. Only MITI staff may change this issue status. It should be set to: Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved Resolved if the issue is deemed to be resolved by MITI staff Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body
Waiting	MITI is waiting for additional information from the customer, or 3rd party. Only MITI staff may change this issue status. It should be set to: Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution Resolved if the issue is deemed to be resolved by MITI staff Scheduled if the issue is to be scheduled for future release. A release version should be specified in the response body
Resolved	Issue has been deemed resolved by MITI staff. Only customers should change this issue status. It should be set to: Open if the issue must be re-opened as the resolution was not sufficient. If there are new issues identified after this one has been assigned the status of resolved, please enter an entirely new issue. Verified issue has been verified by customer
Verified	Issue has been verified by the customer. Only MITI staff may change this issue status. It should be set to Closed.
Scheduled	Issue has been Scheduled for future releases. Only MITI staff may change this issue status. It should be set to: Processing if the issue has been confirmed and a resolution is being developed or a proposal is being developed for its resolution Waiting if MITI staff is waiting for additional information from the customer or a third party before the issue may be resolved Resolved if the issue is deemed to be resolved by MITI staff
Closed	Issue is Closed. Once closed, the issue may only be re-opened giving the issues the Open status.