INFINITT

Technical
Support
User’s Guide

Version 3.2.1.0

INFINITT Co., Ltd.

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 INTRODUCTION................................................................................................................................... 4

1.1. GENERAL OVERVIEW ...................................................................................................................................................... 4

TS WEB SITE ......................................................................................................................................... 4

2.1. HOW TO CONNECT ........................................................................................................................................................ 4

2.2. OVERVIEW ........................................................................................................................................................................ 5
2.3. HOME ............................................................................................................................................................................... 6
Support Tickets .................................................................................................................. 7
Knowledge Base ................................................................................................................ 8
Forums – Q&A ................................................................................................................... 9
Product Download ........................................................................................................... 10
Latest news ..................................................................................................................... 11
Site Links ......................................................................................................................... 12
2.4. MY PAGE................................................................................................................................... 12
Personalize this page ...................................................................................................... 13
Customizing Layout ......................................................................................................... 14
2.5. PROJECTS ...................................................................................................................................................................... 15
2.6. MY ACCOUNT .............................................................................................................................................................. 18
2.7. SEARCH.......................................................................................................................................................................... 19
2.8. PROJECT DETAIL PAGE................................................................................................................................................. 19
Overview .......................................................................................................................... 20
Activity ............................................................................................................................. 20
Issues .............................................................................................................................. 20
New Issue ........................................................................................................................ 22

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INFINITT TS will be used to provide issue progress and status information,
make history of issue, and communication with GBU/Dealer for reliable track
of INFINITT solution issue. In doing so, IPK and GBU/Dealer can keep
tracking of the issue status and make communication efficiently each other.
It also support KB (Knowledge Base) for solve the issue rapidly and
efficiently.

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Introduction

1.1. General Overview

INFINITT TS (INFINITT Technical Support) is developed with following

features:

Project-specific issue tracking

Knowledge Base

TS Web Site

2.1. How to Connect

Connect to the website (http://fps.infinitt.com).

Notice

User ID and PW are required to connect our site. Please contact TS

Administrator to obtain permission.

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 Minimum Web Browser Requirement

TS Web will work on Microsoft Internet Explorer 9.0 or higher as well as

the current stable release and one previous release of Mozilla Firefox, Apple
Safari, and Google Chrome.

2.2. Overview
Main Page

After user log in main page will be shown

Home

User can go to main page

Project

User can see all the project made by Administrator. All Projects are
categorized by GBU/Dealer.

My Page

User can go to My Page.

User’s Guide

Downloads User’s guide pdf file

Logged in as Username

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 User name appear when user logged in. If user click the user name, User
detail page shown.

My Account

User can change the information of User Account.

Search

TS provide search function for searching the issues, news, documents wiki
pages, etc. It also provide search filter.

Create a ticket

User can create ticket on drop box. I user select GBU/Dealer on drop box,
it is got to New issue page which creates ticket.

2.3. Home
Main page of TS site.

Support Tickets

My Assigned Tickets show assigned ticket on User. Every user need to

change Assignee when they reply on issue. For example, if GBU/Dealer

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upload issue, you need to select assignee user of IPK. If IPK user reply
solution on that issue, need to change assignee user of GBU/Dealer.

All Tickets shows show all tickets which are user involved.

Knowledge Base

Knowledge Base page provide history of issue and how to solve that kind
of issues. All issues are categorized by product.

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User can go to specific category page use Jump Category function.

In this example, choose ETC on Jump Category.

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 Feature of Category page. If user choose the title, can look up detail of
KB.

If user click New Article, user can make article on KB.

 Category
Choose the INFNITT Product category
 Title
KB title
 Tag list
Each KB can be searched use this tag, tag list up on Knowledge Base Main
page’s left bottom side

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 File
Attach files

Forums - Q&A

User can query on Forums. New message make new question on forums.

New message make new question on forums. User can reply on question.
Use Quote or Reply. User can edit or delete their question.

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 Subject
Forum message subject
 Files
Attach files

Product Download

Product Release link provides INFINITT Product installation file or patch

file download. User can check the product want to download.

Product Document link provides INFINITT Product information document

file download. User can check the document want to download.

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 Latest news

Show up Latest 5 news on Main page. If user click the Notice: can look
more detail about the latest news. View all news show up all the News
page. If click user name, user detail page appear.

Site Links
Provide relate site link

INFINITT.COM

Main homepage of INFINITT Healthcare

sp.infinitt.com

In the past INFINITT use sp.infinitt.com for Knowledge Base.

FPS

INFINTT Fault Prevention System website

RTM

INFINITT R&D technical management website

2.4. My Page
User can customize my page by adding contents on the lists.

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Personalize this page
User can add new page block. Select page from my page block list and
click add button. Also can change each page block’s location

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 Customizing Layout

After user add new page block, customize page layout using click, drag
and drop. After finish edit the layout, click back button.

2.5. Projects
User can see all the projects of GBU/Dealer on Projects page. Each
projects categorize with GBU/Dealer name. This category same as
windows folder concept.

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 Expand All/ Collapse All

Expand or collapse all the project work tree.

View all issues

List up all issue which is user involved. If user not involved any issues, will
be blank.

Add filter

User can add search filter use this function. If user want to remove filter,
uncheck check box and click apply. If user click clear, remove all added
filter. Status filter is default filter.

Download issue CVS, PDF file format

Click right bottom CVS or PDF. If list is filtered, only filtered result
downloaded.

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 Overall activity

User can look up overall own work. News, Document accesses is shown
even that work not did by user.

2.6. My Account
User can change account detail on this page such as name, email,
language and password. Multiple email can be registered use Emails. User
get email when new issue published or update of ticket notice to use
notifications setting. Also can setting Time zone and display comments
type on Preferences.

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2.7. Search
User can get result of search with filter. This search function can search
all data such as folder, file, issue, etc. from TS database.

2.8. Projects Detail Page

Project detail page provide issue tracking to IPK engineer, GBU/Dealer.

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Overview
User can look overall issue on Overview tab. On Issue tracking, each issue
is categorized by Tracker. Tracker is pre-defined type of engineer’s work.
Members show IPK members and GBU/Dealer who involve this project.
In this example, IBR TEST is the GBU/Dealer.

Activity
Show project issue history such as audit log.

Issues
Show project Tickets.

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 View all issues
Show project all the issue ticket list. User can filter the list. Also can add new
filter use add filter function.

 Summary
Show project issues summary information.

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 New Issue
Make new issue of project. User can choose tracker type, status, priority,
hospital, product, product detail, version, BN, Server OS, Remote Info, etc.
User can choose the watchers who is involve this project or issues.
Watcher can look up the issue and also get the email of issues.

 Tracker
Work type of issue:
1. Technical Support: Normal technical support
2. Tech Support (MA): Maintenance technical support
3. Tech Support (IMP): Implementation technical support
4. FPS: FPS technical support

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 Subject
Issue subject
 Description
Issue details
 Status
User can select only ‘New’ status
 Priority
Critical, Urgent, High, Normal, Low
 Hospital (IBR)
IBR hospital list
 Product
Parent Category for product (e.g. RIS, PACS, CIS, Etc.)
 Product Detail
Child Category for product (e.g. Acqman, Netgate, Archman, Etc.)
 Version
Product version
 BN
Product Build Number
 Checklist
User can add check list for issue
 Files
Attach screen shot or files
 Watchers
User can add watcher who is needed to involve issue
 Server OS
Windows, Linux, Etc.
 Remote Info
Remote information of issue site
 Re-open Date
User must put re-open date in case of closed issue

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