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THE ARCAD SOLUTION ...
A standard feature of ARCAD-Skipper is integrating user documents into the ISO [9000] standard.
These documents can be made available directly to users, or else linked with a Help-Desk tool. Document entry and monitoring can be done via three different user interfaces:
- A 5250 interface, practical for users who still work with this system
- A Rich Client interface, provided as an executable to be installed on all PC workstations (this application is RCP, or Rich Client Platform)
- A Plug-in interface for Eclipse/WDSC or RAD (Rational Application Developer) development environments
Linking with Help-Desk
If a company already has a Help-Desk tool, it may be time to consider automatic creation of Incident Reports and Change Requests using the provided API system.
If a company does not have this tool, it’s time to set up the ARCAD-Customer Solution, which has this link as a standard feature. ARCAD-Customer does more for user requests since it covers management of all technical support activities:
- Customer manages all request types, whether for software or hardware
- Database management is integrated into the tool
- It includes a statistics feature
- ARCAD-Customer works with escalation procedures and allows implementation of a customized Service Level Agreement (SLA)
Only when a request leads to a software change to be made can it become an Incident Report or Change Request. An example is when the request involves changes in questions/answers or database management.
Document Tracking
When a user sends out a document, a message is automatically sent to the Application Manager. This message can be:
- An OS/400 message
- A dialog box, if the user works with the Eclipse environment
- An e-mail
After assessing the request, the manager enters a Maintenance Report to describe the results of assessment and assign the case to a developer. The manager can then decide to either open a new version, in urgent cases, or assign the file to a current version.
Linking with Rational ClearQuest
If your organization already has ClearQuest, or if you wish to have a more sophisticated solution than the one offered standard in ARCAD-Skipper, you can install the ARCAD-Skipper/ClearQuest interface. With ARCAD, you can set up your tools to fit your organization, rather than the other way around.
As a Value- Added Partner, ARCAD can provide you with all the needed skills and licenses to use ClearQuest.
Advantages
This is not an optional model you have to pay for. It is an integral part of our solution, given the importance it has in organizing software maintenance. Skipper provides maximum traceability for any changes you make.
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