Products Contain Separately Versioned Firmware, Software, and Hardware
Every network systems manufacturer faces the difficulty of tracking and assigning issues, requirements, and change requests within a complex product. Issues and requirements are often logged against the whole product though they apply to a particular sub component that requires the attention of a specific team or individual. Software issues that affect multiple versions must be tested and resolved on separate parallel tracks. Test cases and hardware work assignments are traditionally managed through an entirely separate department. Assigning, tracking, and resolving these issues without a capable system leaves room for process failure and dropped assignments.

The ExtraView Defect Tracker can break single cases into multiple parts that may be individually managed by status, assignment, origin or any other criteria. For example, different owners may be automatically assigned to test multiple releases or sub-components of one product. In fact, documentation, QA, and engineering approvals may be tracked as separate events toward case closure. EV Defect Tracker can auto-detect and route cases to pre-defined sub component and module owners. EV Defect Tracker handles highly complex products and sub components in a simple hierarchal interface designed specifically for network systems manufacturers. With the ExtraView Defect Tracker, nothing falls through the cracks.

Competitive Advantage Through Improved Process

Many network systems manufacturers consider the design, testing and support process to be a large part of their competitive advantage. To remain on the competitive edge, support, testing and development processes require constant tuning and change—sometimes on a daily basis.

The Defect Tracker implements both simple and complex process changes in minutes through a simple Web interface. Add new products, workflow rules, approval loops, notifications, and project requirements with just a few clicks. No programming is necessary. Changes are reflected immediately in the live system and do not require any down time.

Instead of imposing a traditional flow, the ExtraView Defect Tracker allows for the independent definition of each of the elements that create a workflow. This enables a company with a competitive process to implement immediately, without compromise. Eliminating the need for expensive programming and maintenance, the Defect Tracker provides a simple appearance and easy configuration, while the underlying conditions and processes may be complex. Custom Web interfaces allow for efficient data entry and worldwide access to product data.

Many equipment manufacturers must service units in the field. Keeping worldwide field service in touch with the service database presents a challenge. Access to ‘live’ data is becoming a requirement since the larger knowledgebase is difficult to keep current in the field.

Through its Web interface, it is possible to access the Defect Tracker from any internet-connected system. For more remote sites, field teams access the Defect Tracker’s powerful functionality using wireless PDAs or any web-enabled wireless device. Field engineers can add and edit problems, view records, make queries, and route assignments from remote locations. The ExtraView Defect Tracker does not rely on synchronization technology, so an up-to-the-second record or case is displayed with no chance of stale data.

Service and support calls carry an unusual level of complexity for the network system manufacturer. First, the nature of network equipment lifecycle assures a wide range of models and revisions in the field. Unlike software, where three or four combinations may be supported, the network equipment manufacturer must support dozens, and perhaps hundreds of configurations. Second, the customer sees the product as a single unit, while your service teams must break issues down into sub-component levels for appropriate identification, testing and resolution. And lastly, if some service task is outsourced, the connection between a contract service and technical resources is difficult to implement and manage.

The ExtraView Defect Tracker makes it easy to identify and route sub-component problems across a wide range of models and product lines. Screens automatically refresh with the appropriate choices for each product, allowing for fast and accurate entry and routing of issues. While one case id may be assigned for a customer problem report, many different sub cases can be tracked internally and resolved before a ‘closed’ status is achieved.

Outsourced service organizations access the ExtraView Defect Tracker through the same web interface used within the company. Access and security may be limited to the record, field and action level. The Defect Tracker employs a secure access system that controls access to data, records, and workflow directives depending on a number of identification criteria such as group, company, and individual ID.

Through the same interface, the Defect Tracker becomes a secure conduit for direct customer interaction with customer service and support. Problem reports and tracking can be made available to customers with only the data that you want them to see.

Many network systems manufacturers deploy expert teams in multiple geographic locations. These teams must be linked regardless of platform, network and time zone. Management must see the big picture across a vast number of functional teams. Often, tracking systems are not capable to tying together remote teams, diverse suppliers and contract teams into one cohesive system.

The ExtraView Defect Tracker utilizes the Internet to provide secure, controlled access to any group you deem necessary-- worldwide. No client software is necessary other than a standard Web browser. Now, cross-division data is available from a single point of access. The Defect Tracker reports give management ‘the big picture’ without the need for merged reports and costly data conversion. At the same time, individuals may create and save personalized reports that are important to their own department. The Defect Tracker reports, statistics, and summaries can show real-time data and export to html, text, XML, Microsoft Word, or Excel formats.

Network systems manufacturers often outsource testing and standards compliance work, yet the entry of test result and change requests must be done manually. If no data conversion is available, then work assignments become a tedious process.

With the Defect Tracker, testing partners and contractors are tied into an integrated system that automatically routes work to appropriate engineering teams. Only the appropriate data is released to the contractor and access is easy through the Internet.

Network Equipment engineering production and support utilizes many different platforms and operating systems. Engineering and support staff may deploy Linux, Solaris, BSD, HP-UX or other UNIX systems while management, marketing and sales may use Windows based systems or PDAs. Engineering often needs a command line interface and a defined API for custom integration of tracking, configuration management and testing tools.

Commitment to the Industry
ExtraView Corporation is the only vendor to make a focused commitment to the network system manufacturing industry. Our vast experience in providing product improvement tracking solutions has earned us references from the top companies in the industry. Contact ExtraView Corporation today to see first hand how the ExtraView Defect Tracker is the right solution for you and your organization.