To see a list of reported problems, click on the "BugBase" link placed in the footer of the system. Then a window with a list of reports will be opened.

In the upper part of the window there is a search engine of reports. After specifying search criteria and pressing the "Display" button, there is presented a list of reports that meet the search criteria. Depending on privileges there are displayed only reports of logged user or reports of all users. In the second case, in the search results are displayed additional columns of the table: "Enterprise" from which is the report and the "Serviceman" that is assigned to it.

To view details of the report, click on the appropriate row of the table. There will displayed window with the details of the notification. The content of the window is dependent on privileges.

For users who have access privileges to all reports, in the upper right corner is displayed the current status of the report. Below are given details of the reporting user and entered information by him from the notification. Next, there is a form to change the category and module (only for notifications with REPORTED status). If the notification should be handled at first, you can mark it as URGENT. Below there is the information about the page number on which it was an error and preview button allows you to display a screenshot saved when reporting the error. In the SERVICEMAN field should be selected serviceman who will be handling the notification. If the logged user has the privilege of valuating reports, in the window there is displayed section that allows for the valuation. There is also a form of adding a comment.

For users who have access privileges only to their own reports in the details of the notification window there is displayed information from the report, form of change the type and the module (only for notifications with REPORTED status) and form of adding a comment.

Depending on the status of the report, at the bottom of the window there are displayed the appropriate action buttons.

Servicing reports is a process, which diagram looks like this:

The circles correspond to the possible states of the report, the arrows correspond to activities which in a given state can be done to change the status of report.

At the time of reporting problem, notification receives REPORTED state (green circle) and after its processing it receives CLOSED state (blue circle). Green arrows indicate transitions available only for the administrator / serviceman, and red arrows are the transitions available to the reporting user.

Servicing report process looks like this:

• REPORTED state - in this state administrator determines whether the report should be realized or not. If so – he receives it by pressing the "Accept", if not - rejects by pressing the "Reject" button.
• WAITING state - in this state, the administrator should assign a serviceman to handling the report by selecting it from the list. From this moment, serviceman will be responsible for report. If the serviceman starts handling of report, he should confirm its acceptance to realization by pressing the "Accept" button. In this state, it is also possible to move to the valuation of the notification, if the user has the appropriate privilege. To go to the valuation, use the "Go to valuation" button. Report can be also rejected by pressing the "Reject" button.
• FOR VALUATION state - this is the initial state of the pricing mechanism of reports. Valuations may be done by serviceman / administrator as well as the reporting user. To cancel the valuating of report, press the "Change type of execution" button (the button is available only for serviceman / administrator). To valuating the report, press "Add position" button.

  

  There will be fields where it should be pointed serviceman who will handle the order, enter a description and the number of working hours. The system automatically calculates net rate. You can add additional items, if, for example, under the order is working more servicemen.

  

  After entering the data, click "Save" button and then saved information will be visible for both the serviceman and the reporting user. To send a valuation for approval, use the "Send to valuation" (the button is available only for serviceman / administrator).

• FOR CONFIRMATION state - a state in which the report come back to the reporting user, who is expected to accept valuation prepared by a serviceman / administrator. If he agrees with the valuation, he clicks "Accept" button. If he considers that the valuation is inadequate, he can suspend such report by typing in the comment message for the serviceman / administrator regarding the reason of suspend and pressing the "Suspend" button. Serviceman / administrator apart from the buttons available for the reporting user, he has also "Submit comments" button used when reporting user made the valuation and serviceman / administrator wants to ask him to its change. If the serviceman / administrator does not agree with the valuation submitted by the reporting user, he can reject this notification immediately by clicking the "Reject" button.
• ACCEPTED state - a state similar to a state of waiting except that it occurs after the valuation and approving by the reporting user. If the serviceman starts handling the report he should confirm its acceptance to realization by pressing the "Approve" button. 718
• APPROVED state - in this state, a notification is handling by a serviceman. At any time, both the administrator / serviceman and the reporting user may suspend realization of report (by pressing the "Hold" button) if there will be any unexpected previously circumstances (eg. revaluation). Then the serviceman interrupts the execution of the report. If the serviceman has any questions to the reporting user, he clicks the "Ask a question" button. Then the report goes to the reporting user pending the forwarding of his answers. When the report is completed, the serviceman transmits them to the verification by the reporting user so that he can determine whether it has been correctly realized – use the "To verification" button.
• TO REPORTER state - in this state report waits for a response of reporting user to a question of serviceman. Reporter should answer this question by typing the comment and clicking "Reply" button.
• TO SERVICEMAN state - when the reporting user sent answer to serviceman’s question, or if notification has not been positively verified by the reporting user, then it receives this state. If the answer of reporter makes that the report may not be further realized in its current form, such report should be paused by clicking on "Pause" button. Serviceman can ask another question to the reporter by clicking the "Ask a question" button. If the report has been realized, it should be passed to verify with the "To verification" button.
• TO VERIFY state - the state is given to the report which has been realized by a serviceman. The reporting user has to specify whether it was realized properly. If so - should click "Accept made change" if not - should send comments to the serviceman by clicking "Submit comments" button.
• SUCCESSFULLY VERIFIED state- state indicating that the notification has been properly realized, so can be closed by a serviceman / administrator using the "Close report" button.
• PAUSED state - in the process of handling the report, it is possible to pause both by the reporting user and by a serviceman / administrator. When the reporting user will pause notification during the approval of the valuation, serviceman / administrator can reject such report (the "Reject" button) or pass to a revaluation (the "To value" button ). Also during the execution of the report by a serviceman, it is possible to pause the report to be revaluated or rejected. When the application is in the PAUSED state and does not require a revaluation, then both serviceman / administrator and the reporting user may submit comments, and the report will go to the ACCEPTED state and start a re-realization.
• REJECTED state - meaning to stop processing the report without its realization. Rejected report should be closed using the "Close the report" button.
• CLOSED state - the state indicating completion of processing the report.

At each change of status of notification the system sends to the reporting user and to serviceman assigned to the notification an e-mail informing about the change. Any comments and attachments added in the report form are attached to sending message. Do not reply to received messages - they are only intended to inform users that there is a change in the application. After receiving such a message you should go to the BugBase Center, search for the appropriate report and react adequately to the state of report.