Using WRMS

The support team at OLPC uses the Work Request Management System (WRMS) to track support requests from deployments.

Note: WRMS is being rolled out gradually as of July 2010.

Summary

If you are part of the technical team of an OLPC deployment you can use WRMS to request help from OLPC's support team. You will be able to create new requests and edit, add comments and attachments to existing requests.

The central element, when using WRMS, are work requests, or "WR".

It is very easy for you and for OLPC to see what WRs are still open, and which ones need to be handled urgently.

Things to know

The goal of the WRMS system is to help maintain clear communication between you and OLPC. On all sides of the system we you have people wanting to make things work for the best for you and all the deployments.

To help that happen, it is very helpful to follow a few practices

• Try to create a separate WR for every technical request. Sometimes the OLPC team will help you creating new WRs to handle different topics.
• Try to provide as much detailed technical information as possible about a problem. We are far away, and cannot see the problem, except through the information you give us. Be prepared to give us more information -- we will probably ask for specific information very often.

Procedures

Getting access to WRMS

Work with your local technical lead to get access to WRMS. If the local tech lead does not have access to WRMS, get in touch with your point of contact at OLPC and with Reuben Caron and Martin Langhoff.

Received my login details to WRMS, what do I do now?

First -- login to the system! You will want to

• Change your password (for security reasons).
• Add your contact details so that OLPC staff can contact you.
• Setup a "saved searches" that show open WRs that are relevant to you. See 'Overview reports' below for more info.
• If you are the lead technical contact, you must create accounts for your team members.

Setup email filtering

WRMS will send you email updates when a WR is changed in any way. This is good because it keeps you informed, but can also generate a lot of email traffic.

Setting up an effective email rule is very important. Make a rule that matches emails From: OLPC WRMS <wrms@laptop.org>.

• How to setup filters in Gmail, Hotmail and Yahoo accounts
• How to setup filters ('rules') in Outlook