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TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS)

TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS). UPON COMPLETION OF THIS TOPIC, YOU WILL BE ABLE TO: DESCRIBE TROUBLE CALL / CHANGE PROPOSAL GENERATION DESCRIBE SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS).

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TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS)

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  1. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) • UPON COMPLETION OF THIS TOPIC, YOU • WILL BE ABLE TO: • DESCRIBE TROUBLE CALL / CHANGE PROPOSAL GENERATION • DESCRIBE SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS)

  2. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Trouble Report (TR): Used to notify SPAWAR when the system does not function as designed. Change Proposal (CP): Used to request changes to an existing system or procedure.

  3. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Critical (C): The problem is so serious that the site is unable to perform major system functions. There is no viable work around. High (H): The problem is severely impacting the site’s ability to process, but there is a work around.

  4. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Medium (M): The problem is impacting the site’s ability to process, but no major functions are affected, and there is a work around. Low (L): The problem is minor, but should be corrected in order to achieve optimum system integrity.

  5. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) All non-critical TR/CPs are sent by message to the TYCOM and INFO the Fleet Service Desk at SPAWAR.

  6. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) SPAWAR is the Central Design Agency for NALCOMIS

  7. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) The Software Maintenance and Tracking System (SMTS)

  8. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) The Software Maintenance and Tracking System (SMTS) establishes an efficient, standardized tracking tool that is used by SPAWAR Systems Centers to document and track all life cycle support issues relative to application software. SMTS consolidates several burdensome, labor intensive, high-maintenance legacy tracking systems into a single system. It is the primary source for submitting trouble calls to SPAWAR.

  9. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Automatic Routing Extensive Query Capabilities Liberal Ad Hoc Report Accessibility Detailed Historical Status Accounting Information Multiple On-line Management Information Tools

  10. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) SMTS replaces several other information tracking systems used for Legacy Applications: - Automatic Tracking System (ATS) Naval Aviation Logistics Command Management Information System Change Control System (NALCCS) - Other in-house stand-alone tracking systems

  11. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) OPNAVINST 5230.16 (Series) establishes a single point of contact for fleet Trouble Reports (TRs) and Change Proposals (CPs) relative to application software. SPAWARINST 5230.2C assigns the responsibility for receiving, tracking and resolving user software and/or documentation maintenance issues to SPAWARSYSCEN Norfolk.

  12. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) SPAWARSYSCEN Norfolk is the Central Design Agency (CDA) for Naval Tactical Command Support System (NTCSS) and SMTS. SMTS shall be used as the single tracking tool for all fleet generated Trouble Calls (TCs), Trouble Reports (TRs) and Change Proposals (CPs).

  13. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Trouble Calls (TCs) – Trouble Calls are received from the fleet when their application is not functioning properly or they have experienced a system failure. Trouble Reports (TRs) – Trouble Reports can be submitted by fleet users, support personnel (ATGs, TYCOMs, SYSCOMs etc…) whenever the application is not functioning as it was designed to do. Change Proposals (CPs) – Change Proposals can be submitted by fleet users, support personnel (ATGs, TYCOMs, SYSCOMs etc…) whenever they feel the application needs to be changed to add, change or delete functionality.

  14. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) SMTS is available via the World Wide Web at www.scn.spawar.navy.mil and selecting the SMTS (Software Maintenance Tracking System) from the menu on the left.

  15. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) • Minimum browser requirements are Internet Explorer 4.0 or Netscape 4.0 • Due to increased security, SMTS access has been restricted to .MIL domains only. • SMTS requires a registered User Name and Password. These are normally reserved for SPAWARSYSCEN personnel and infrastructure support personnel (TYCOM, SYSCOMs, etc.) • Guest logons are allowed but are restricted to submitting Trouble Calls (TCs) and querying TCs, TRs and CPs.

  16. TROUBLE CALLS / SOFTWARE MAINTENANCE TRACKING SYSTEM (SMTS) Enter your full Name and select “Login”. No password is required for Guest Users

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