Document number: 11408

 

ICE Roll-Out and Migration

Getting Started

Using ICE

 

 

 

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ICE Roll-Out and Migration

1. What exactly is ICE? (11448)
   
   
2. How exactly will this help us better serve customers? (11409)
   
   
3. Will we roll out ICE worldwide, or just at Pleasanton HQ? (11410)
   
   
4. How many people will be using this system? (11451)
   
   
5. Will this have any impact on headcount? (11453)
   
   
6. Who determined the requirements for ICE? (11411)
   
   
7. What performance will remote users see when using ICE? (11455)
   
   
8. What are APRD, PDI, TPRD, Gromit, and Vantastic? (11454)
   
   
9. Why don't we just upgrade one of our existing systems, such as APRD or Gromit? (11450)
   
   
10. Why not postpone this until June, when we can build it on the Tools 8.4 platform? (11452)
    
    
11. What will happen to the data in APRD when ICE replaces it? (11412)
    
    
12. How will customers be affected by the migration? (11413)
    
    
13. What is the search engine for text search? (11414)
    
    
14. What data is migrated from APRD? (11415)
    
    
15. During migration of APRD, will the "LN Incident" field on "Pending Incident Resolution" cases be updated with the ICE report number? (11462)
    
    
16. What data is migrated from PDI? (11416)
    
    
17. When will TPRD, Gromit, and Vantastic be migrated into ICE? (11417)
    

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G etting Started

1. How will I be trained to use ICE? (11449)
   
   
2. What software do I need to use ICE? (11418)
   
   
3. How do I access ICE? (11419)
   
   
4. How do I log in to ICE? (11420)
   
   
5. How will consultants or external testers be identified in ICE, and how will they get access? (11456)
   
   
6. Where do I find documentation for ICE? (11421)
   
   
7. I'm having difficulty with ICE. How do I get help? (11422)

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Using ICE

1. I entered a new ICE Report/Incident and then did a text search, and the incident did not show in the results. (11423)
   
   
2. What data are indexed? (11424)
   
   
3. Any hints on searching? (11425)
   
   
4. Is there a wildcard for searching? (11461)
   
   
5. Suppose I have the report ID from an APRD document. How do I access the migrated data? (11426)
   
   
6. How do I view the pre-migration data from APRD? (11427)
   
   
7. How do I view the pre-migration data from PDI? (11428)
   
   
8. How do I "unpost" an APRD so I can "repost" with ICE? (11429)
   
   
9. How do I suggest a new feature or a change of an existing feature? (11430)
   
   
10. I can't find the product on which I need to open an issue. How do I get it added to ICE? (11431)
    
    
11. I found a product in ICE that is no longer supported. How do I get it deactivated? (11432)
    
    
12. How can functional categories be added for a product? (11463)
    
    
13. I'm using the Product Selector. After selecting a Product Line, followed by Product and Release, I'm presented with a panel that has one checkbox. Other times, the third panel has selections for "Education and Government" and some countries. What is this? (11433)
    
    
14. Ok, so I went through the three panels and I was returned to the first panel. What now? (11434)
    
    
15. While entering an incident, I wanted to check information in another. When I went back to the incident on which I was working, my changes were gone. Why? (11435)
    
    
16. I spent a lot of time entering an issue and then stepped away from my desk to get a cup of coffee. It took longer than I expected, and when I returned to my desk, my session had expired and my work was lost. How do I prevent that? (11435)
    
    
17. How do I paste images and error messages into the Description? (11436)
    
    
18. What are the strange abbreviations I see at the end of some product descriptions, such as EG, JP, and AZ? (11437)
    
    
19. How do I paste images into a Discussion or Replication Instructions? (11438)
    
    
20. Is there a size limit for screen shots and other images and attachments in replication instructions? (11457)
    
    
21. How can I delete or edit existing discussion data? (11439)
    
    
22. The font sizes don't seem right. How can I choose 16-point size? (11460)
    
    
23. How do I unpost and repost in ICE? (11440)
    
    
24. How do I supersede an update? (11441)
    
    
25. How long after posting before an action is reflected on Customer Connection? (11442)
    
    
26. Which predefined reports are available, and how can I print them? (11443)
    
    
27. I'm looking for other data... sort of an ad hoc report. How do I create one? (11444)
    
    
28. What happens if a report is opened and the Product Manager field is not populated because a Product Manager is not on file for the product? (11458)
    
    
29. What happens if a platform/database-specific issue is subsequently reported on another database (ie, the issue exists on a subset of platforms, but not all)? How can that be recorded? (11459)
    
    
30. Using Call Tracking, can I create ICE incidents the same way I did with APRD? (11445)
    
    
31. Will I be able to view the status of customers' cases and related incidents? Will customers? (11446)
    

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002 All rights reserved.
Created: amq 03/22/2002