CATER: An online problem tracking facility for SLC Page: 4 of 8
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An interesting historical anecdote reveals how impor-
tant it is for any widely used system to adapt to the user's
needs. The initial system had two lists of supervisors; one
for hardware problems and one for software. After a prob-
lem was entered, it was mailed to the appropriate list. It
turned out that the hardware people were usually in the
field and rarely read electronic mail and so their problems
were just stacking up! While the specific printer details
have evolved over the years, we automatically print new
hardware problems, email software ones and everybody's
happy.
Except for the distribution list, the email of software
problems has remained unchanged since CATER's initial
release. Hardware problem distribution on the other hand,
has been modified several times, reflecting organizational
and personnel changes. At the present time a hardware
problem is assigned to a default shop based on several
problem criteria. The reporter can change the default if
desired and when the problem is entered it is immediately
printed on that shop's printer. This has served to expedite
the solution of hardware problems since most problems go
directly to th.se responsible for fixing them without the
necessity of logging in to the computer system.
SOLVING A PROBLEM
Once a problem has been completely or partially fixed,
the solver enters a solution into the database. Any number
of solutions can be entered for a given problem. Figure 2
shows the solution entry of a previously solved hardware
problem. As with the problem entry, there are a set of
required fields and some default values are supplied.
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the problem and while entering yet another solution you
have immediate access t( the initial problem entry and
all solutions to date. BN using the PFl and PF2 keys as
indicated, you can expose the buried problem and solution
windows and scroll through all previous solutions. If this
is the first solution en'.ry to a previously unsolved problem,
the problem status -Lutomatically changes from Unsolved
to Solved.
MODIFYING PROBLEMS AND SOLUTIONS
It is frequently useful to modify the fields of an ex-
isting problem or solution. Additionally, not all fields in
a problem description (such as who is assigned to fix it)
are available to the initial reporter. The modify function
allows supervisors to change any field in an existing, Un-
closed problem. Typical reasons for modifications include:
" Add to the problem description.
" Change the person or shop to which the problem is
assigned.
" Change the problem's urgency
When the modified problem is entered into the
database, the modifier has the option of re-distributing the
modified problem in the same way as if it were initially
entered. This again allows the immediate notification of
maintenance personnel of any change in a problem's sta-
tus
CLOSING PROBLEMS
When a problem has been solved to everyone's satis-
faction, a supervisor is responsible for officially closing it.
Figure 3 shows the closeout screen,
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Figure 2. Hardware problem soUtion entry screen
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Sass, R. C. & Shoaee, H. CATER: An online problem tracking facility for SLC, article, May 1, 1993; Menlo Park, California. (https://digital.library.unt.edu/ark:/67531/metadc1401945/m1/4/: accessed April 26, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; crediting UNT Libraries Government Documents Department.