CaseTracker Help

What is CaseTracker?

CaseTracker is a project-management tool that allows your squad to create "cases" that they can save and work on, online.

How do I use CaseTracker?

Here is an example of how Casetracker is used:

1. Mrs. Smith lets you know that her computer's mouse is broken.

2. You then click on "Create New Case", which will open up a blank case for you to fill out.

3. Fill out the case form (NOTE: You only need to fill out the fields that are relevant to your case).

• Project: Select the appropriate Project (only Teachers can add new projects, if they haven't done so, you will only be able to select "General").
• Assign to: Choose a member of your squad who will be in charge of resolving this case.  If you want to do the case yourself, select your own name. 
• Status: "Open" means that the case is not finished, "Closed" means that the problem has been resolved or the task has been completed.
• Priority: How urgent and important is this case? If it needs to be completed immediately, choose 1, if it is not very important at all, choose 5.  Most cases should be no higher than 3 - that way, cases that are "1" or "2" will stand out more.
• Type: What kind of case is it? Select the most appropriate category. 
• Submitted By: This would be the name of the person who is having the problem.  In this case, Mrs. Smith.
• Title: An easy-to-identify name for your case, try to keep it short.  

  

• Location: Where is the problem? If Mrs. Smith's computer is in the Library, write  "Library".
• Description: Here is where you fill in everything you know about the case, and any steps you have already taken to resolve it.  Be as detailed as you can:

  

• Audience: If you are in more than one squad, you will need to select the correct one here.
• Computer Name/Number, Warrenty Number/Exp. Date: If your case relates to a specific computer, you can add it's ID & warrenty information here, though it is not required.

4. Submit the case. This will send an email out to everyone in your squad announcing a new case.

5. Update your case, as you work on it: click on "View all Cases". 

Here you will find a list of every case, organized by date.  If you don't see your case there, you might click on the "Assigned to" column.  This will reorganize the case list by who it is assigned to - clicking on any column header will organize it by that parameter.   When you have found your case, click on its title and that will allow you to edit the case with new information. You can do the following to the case, after it is created:

• Add a new comment.
  
• Assign it to another user.
• Change the priority or type.
  
  

6. Change the status to "Closed" only when you have finished working on that case. Don't forget to add a comment describing every step that you took to finished the case. 

 

What is the difference between a Case and a Project? 

A Case can be many things; for example, it could be

• a help desk task ("fix Mr. T's laptop"), 
• a "to-do" task ("finish your Module 4 quiz"),
• a maintenance task ("update the virus definitions on all computers in Lab 3")
• etc

Cases are organized by Project. MOUSE has given you a default "General" project for storing cases, but Faculty Advisors can edit this project or create additional projects.  Here are some examples:

• "Help Desk Inquiries" (a project to store all cases related to the technical support of your school).
• "MOUSE Squad Certification" (a project to store all cases regarding completing the activities associated with getting certified)
• You could create a project around any special work that your squad does; if they teach tech workshops for faculty, you could have a "Workshops" project; if they are building a computre lab at a local senior citizen's home, you could have a "Community Service" project.  Etc.