Support / Configuring GForge

We'll now demonstrate how to use our GForge-based support system, along with the Eclipse IDE to synchronize the company's project. We assume that you followed all steps of the tutorial that configures Eclipse, and that you already purchased a subscription. Be sure to have the e-mail that we send, which contains your account informations.

We will continue to use the ACME sample, whose support plan is called spacme, and whose user is acme.

Notes:

• The explanation always appears before the corresponding image.
• To make the files smaller, we had decreased the image color depth, which caused some coloring problems in the screenshots.
• IMPORTANT: with the release of SuperWaba 5, THERE ARE NO MORE THE OPTIONS A-I for the types of support incidences. We had simplified the process, and now there's only ONE TYPE: "SuperWaba Question".

1. Go to the site http://gforge.superwaba.net. Click login.
   
   
    

2. Type the name and password given in the e-mail In our sample case, the user is acme. Click in the Login button.
   
   
    

3. The next screen is My Page. Insidde it there are many informations, like which are the projects to which you belong to and also the queries that you had oppened. Click in your project's link (in our case, ACME support plan).
   
   
    

4. This next screen is where you open and answer all support queries. Inside it are listed all the issue types accordingly to the site, detailed here (IMPORTANT: AS DESCRIBED BEFORE, CURRENTLY THERE IS ONLY ONE ISSUE TYPE: "SuperWaba Question"). The important informations that need to be noted are:
   • Your current credit is: here is informed the available number of credits.
   • DocManager - Project documentation: here are shown your project documentations. If you plan to upload any documentation, do it from here.
   • Developer info: here we have all the guys that can answer your support query. They are choosen by the administrator.
   • Now, the most important are the Public Areas. By clicking in one of these links, you go to another page, where the query issue is opened. Its crucial that you open the issue type that correctly resembles to your problem.
   
   
   
    

5. To illustrate the system, we're going to open a sample query for the ACME project. In our case, we're going to open an issue of type D (error in user interface). We then click in the link (D) Error/question on UI.... In the following page, we can see all the STILL OPEN issues of this type. If you had already closed a query, it won't appear here. To display it, change the State combobox to Any and click in the Browse button. In our sample, we want to open a new one, so we click in the Submit New link.
   
   
    

6. The next screen is where we fill the issue information. Note that the credits are only used after you click in the Submit button inside this screen. Well, here we fill the most comprehensive amount of information possible. Some issue types contains categories, so in this case we change to waba.ui. If you want to attach a file with binary data, you can do so by checking the option Check to Upload & Attach File (note: as already told, we do not allow the sending of files with source code; these ones must be uploaded to the repository instead). When you finish with the form, click in the Submit button. Note that the file submition must be made before you send the form - when you upload the file, all already entered informations in the form are saved and restored once the upload is done.
   
   
    

7. Next, we see the created query and verify that the corresponding number of credits were subtracted by the proper amount. You can click in the issue link and add new comments at any time.
   
   
    

8. Its important to note that two e-mails are immediatly sent: one to you, and one for the guy that is handling your request. The e-mail is shown below.
   
   
    

9. Ok, now we'll demonstrate what happens when we receive a support query. Once we get the e-mail, we log into gforge. The screen below shows the still open queries.
   
   
    

10. We then detect that a commit was made to the repository, and we synchronize it with our local copy. Until the error problem is found, many interactions may be necessary using the GForge system. We then commit the changes to the repository and send the final answer.
    
    
     

11. In the sequence, you receive the e-mail informing about the solution (or requesting more informations).
    
    
     

12. Knowing, from the e-mail, that changes were made into the repository, you go back to Eclipse. Then you open the Team Synchronizing perspective, clicks in the Refresh with remote button, and wait that the changed files appear, like shown in the screen below. The left-arrow indicates that the file must be updated.
    
    
     

13. Then, click with the right mouse button and choose update. The file is sent from the repository to your local copy.
    
    
     

14. You can confirm in the Package Explorer that the updated file had its version incremented.
    
    
     

15. Its very easy to compare source file versions: just click with the right mouse button in the file, and select Compare with / Revision, choosing then the version which you want to do the comparision with. Below, we have the display of what was changed by the support team.
    
    
     

16. Finally, now that you're satisfied with the solution, we kindly ask that you close and choose the resolution. Login in the GForge system, and the following screen will appear. Click in the open issue.
    
    
     

17. Change the State to Closed and the Resolution to Accepted (or to whatever you want). Click submit. Note that its possible to reopen the issue at any time, until your support plan expires.