Case Management FAQ - Genius Vision

Case Management (abbrev. as TA-CM) subsystem is an issue tracking system developed by Genius Vision in-house, specifically tuned to assist any reported issues to go through a predefined process according to scientific method and information actionability.

Due to the "central managing" nature of Genius Vision software products, which tends to be the final piece of puzzle of an integrated system, many users have confused about the idea of "technical support" and "troubleshooting". The fact that most issues are not reported in the right way makes our staff unable to contribute our effort to solve any of those issues. That's why we designed this subsystem to identify each issue by properly go through a step-by-step method.

In TA-CM, we call each step a state of a case. For troubleshooting cases, they start from state TS_PENDING, and from there, they can move through a variety of state, either by the client, or by GV staff. During the state moving, both the client and GV staff can clearly identify the purpose of each state, and understand what can be done in that particular state.

Transparency of case state schema

For an overview of all case states, you may refer to the case management state schema.

We want to keep our case management process as transparent as possible, so the whole process may look a bit overwhelming. Nevertheless, please be convinced that the process is developed from years of experience to handle problems effectively using limited resources, if applied properly.

See also

Is there any deadline of case solving?

What is case state "TS_PENDING"

What does this state mean

This is the starting place of any troubleshooting case opening.

For an overview of all case states, you may refer to the case management state schema. We want to keep our case management process as transparent as possible, so the whole process may look a bit overwhelming. Nevertheless, please be convinced that the process is developed from years of experience to handle problems effectively using limited resources, if applied properly.

In the TS_PENDING state, the case has not yet been processed. Client must fill in and review necessary information. After all information is confirmed by the client, who should submit the case by changing to IDENTIFY state.

Internal notes for staff

None.

What is case state "IDENTIFY"

What does this state mean

In this state, the case is put into case queue, which will be present in GV staff's regular review meeting. The prioritization of the case queue will be based on following factors:

Information is clear or vague. If information is vague, the priority will be low.
Relevance to software itself. If the issue is connected to specific environment, or user operation, rather than software itself, the priority will be low.
The effort to recreate the problem. If the effort to recreate the problem is high, the priority will be low.

While waiting for the review, the client can choose to provide more information through Disqus (on the bottom of the case page).

See also

Is there any deadline of case solving?

Internal notes for staff

Check TA database for possible solutions.
If a problem is "allegedly" reliably reproducible in client's environment, then it's not NREP, but NREP_EXSYS.

What is case state "NREP"

What does this state mean

According to Troubleshooting Guide, GV can't help random or non-reproducible problem. If there is such a problem, it's beyond our help. The client needs to help himself to identify a recreating sequence on several different environment, and try to conduct an initial analysis about possible causes of the issue.

Internal notes for staff

If a problem is "allegedly" reliably reproducible in client's environment, then it's not NREP, but NREP_EXSYS.
If no further information received within 14 days, then put the case to an end.

What is case state "NREP_EXSYS"

Summary

Our technical staff have received and review the case. However, based on resource available to us, we are not able to recreate the problem, and therefore generate a viable solution.

Concept

Your case has reached this state because the information hasn't even provided enough possibility to generate a solution.

It is important for users to understand that troubleshooting is often a process that comes with significant work. Most often, the user must firstly do their part, just in order to shed some light to reveal the possibility to understand the problem.

Some users get very upset and frustrated that Genius Vision "aren't able to solve their problems". For this, please try to understand that any modern computerized system is composed of many components that are out of our control (including but not limited to: hardware, network, OS versions/patches, other software, and user operations). It's simply beyond a realistic idea for Genius Vision, who is a software developer, to diagnose and solve individual user problems that might be unique to their systems on regular basis. For this kind of job, you might want to recruit a Value-Added Reseller.

On the other hand, if you can help to demonstrate a problem is a systematic one, which can be recreated in many different systems with similar (known) criteria, then we are willing to take a deeper investigation and try to resolve it from the software perspective.

What does this state mean

According to the scope of technical support, GV is not responsible for troubleshooting non-software related issues. The client has to prove, or at least assist to prove the problem actually lie inside software (and not in specific client environment, equipments, or specific user operations), by trying the same software on several different environments (or alternating operating sequence). By comparing and analyzing the outcome of each trial, it might help revealing vital clues to solve the problem.

If a problem is indeed a kind of software issue, then it should be reproducible (able to be recreated) anywhere with a similar environment, such as GV's Example System, and that's where our effort can really be spent on.

Examples of external factors

In the context of NVR software, "external factors" means factors that is not inside the software itself. Here we can give a number of examples below:

Client environment: Problem in network switches, cables, PC hard-disk, or conflicting software.
Equipments: camera, video server, video source
User operations: Given exceesive loading. Extra-ordinary operating sequence.

Internal notes for staff

If no further information received within 14 days, then put the case to an end.

What is case state "NREP_ACTION"

What does this state mean

(to be written)

Internal notes for staff

(to be written)

What is case state "CONTRIB_EXSYS"

What does this state mean

The issue has been determined (either by GV staff, or opted by the client) that it could be resolved by contributing to the development of Example System.

In this state, the client must prepare and submit related information conforming to our specific requirements and conditions.

See also

How can I provide 3rd party products (such as camera, device, or application) to participate the development of Example System?

Internal notes for staff

(to be written)

What is case state "RESOLVED_TA"

What does this state mean

(to be written)

Internal notes for staff

(to be written)

What is case state "FIXING"

What does this state mean

This issue has been put to the task plan of the next release.

However, actual schedule for release has not yet been determined yet. Depend on the nature of the release, the schedule can be in the range of 2 weeks, and 6 months (still unconfirmed).

See also

Is there any deadline of case solving?

Internal notes for staff

(to be written)

What is case state "FIXED"

What does this state mean

This issue is fixed internally in R&D, and will be put in the next release, in which version number of such release has been assigned.

One or more release candidates has been put to testing cycle. In general, this means the release will be coming out in the next few days or a few weeks.

Internal notes for staff

(to be written)

What is case state "RELEASED"

What does this state mean

This issue is fixed in the version which is released recently. You should be able to download the software from our official website, or get it from us.

Internal notes for staff

(to be written)

What is case state "WILL_NOT_FIX"

What does this state mean

This issue has been reviewed and confirmed by the R&D to be an known-issue in software. A technical article is available for the description for such known-issue.

Internal notes for staff

(to be written)

What is case state "NOT_AN_ISSUE"

What does this state mean

The issue has been reviewed by R&D and determined that this is not an issue. It might be related to following factors causing the real issue:

Misinterpretation of software specification or manual
Error in specification or manual
General misunderstanding
Issue reporting process misunderstanding. (see below)

To reduce such misunderstanding, we might develop more documentation in the future. For now, this issue has been determined "not an issue in software".

Issue reporting process misunderstanding

By definition Case Management subsystem is used to report software problems, mainly during setup or operation of the software itself. Other type of issues such as feature request, or user operation, are not proper type to be put into TA-CM.

Internal notes for staff

(to be written)

What is case state "DUPLICATED"

What does this state mean

This issue has been reported repeatedly with similar or identical content. We have checked our records and found that our staff have already replied such request. To reduce the loading of our technical support staff, please look for your past records for an answer. Thank you for your cooperation.

Internal notes for staff

(to be written)

What is case state "SUBMIT_EXSYS"

What does this state mean

The request to contribute to Example System has been submitted by client, pending review by GV staff.

To facilitate review process, please make sure the information is concrete and accurate. If not, the client could be asked to refill the request form.

See also

Is there any deadline of case solving?

What is case state "CONTRIB_ACCEPTED"

What does this state mean

The request to contribute to Example System has been submitted by client and approved by GV staff. The client should prepare to ship the device to GV's lab as soon as possible.

Please note, this does not mean the integration will proceed without question. Although not often, there are several factors that can lead to rejection after shipping:

The device shipped does not match the information submitted.
The device does not pass GV quality standard.

For the "quality standard" part, please make sure the device in question is already in mass-production on the market. GV do not participate the still-in-R&D-process product. (Well, at least not freely). Sending such "still-in-R&D-process product" by contribution request can decrease the client's credit level.

Internal notes for staff

(to be written)

Is there any deadline of case solving?

No.

According to the scope of our technical support, we do not provide a deadline for any technical support request response. This is caused by resource constraints. For best efficiency, you should read related guide about how to report problems and ask help correctly. The point is that you must provide the right information. More argument, or dissatisfied emotion does not help problem solving at all.

What is case state "REQ_ONVIF"

What does this state mean

The device has been determined to be an IP camera, and our R&D needs information regarding certain aspect of ONVIF function support. Genius Vision software support advanced ONVIF functions, and our first choice of camera integration would be ONVIF.

You will be given 4 choices for each support information item, as described as follows.

Yes - The function is known to fully support desired function.
No - The function is known not support the desired function.
Partial - The desired function is supported to certain level, but not fully supported.
Unknown - The support information of the desired function is not available yet.

You may provide the choice base on the best of your knowledge. The more accurate information we have, the better our R&D can decide how, if, when we are to integrate such camera.

The list of all ONVIF support information items are:

Item	Title	Description
1	Pull point styled event subscription	Can the camera support Pull point styled event subscription? Both CreatePullPointSubscription and PullMessagesRequest commands must be supported correctly.
2	DeviceIO input/relay output commands	Can the camera support I/O input/relay output control and event? All of the following commands must support I/O function: CreatePullPointSubscription, PullMessagesRequest, GetDigitalInputs, GetRelayOutputs, SetRelayOutputSettings, SetRelayOutputState
3	Imaging settings	Can the camera support imaging properties configuration? All of the following commands must support imaging function correctly: GetOptions, SetImagingSettings
4	Video encoder settings	Can the camera support video encoder properties configuration? All of the following commands must support imaging function correctly: GetVideoEncoderConfigurationOptions, SetVideoEncoderConfiguration
5	Basic PTZ commands	Can the camera support PTZ commands? All of the following commands must support PTZ function correctly: ContinuousMove, GotoPreset
6	MotionAlarm event	Can the camera support event according spec 5.3.2 MotionAlarm?
7	Video analytics - Cell Motion Detection	Can the camera support video analytics function according to spec B. Cell Motion Detection?
8	Video analytics - Declarative Motion Detector	Can the camera support video analytics function according to spec A.4 Declarative Motion Detector
9	Extended imaging events	Can the camera support following extended imaging event according spec? 5.3.1 Tampering, 5.3.1.1 ImageTooBlurry, 5.3.1.2 ImageTooDark, 5.3.1.3 ImageTooBright, 5.3.1.4 GlobalSceneChange, 5.3.1.5 SignalLoss
10	Extended video analytics functions	Can the camera support following extended video analytics function according to spec: A.1 LineDetector, A.2 Field Detector, A.3 Loitering Detector, A.5 Counting Rule

See also

ONVIF Implementation FAQ

Internal notes for staff

(to be written)

What is case state "SUBMIT_ONVIF"

What does this state mean

The request (about ONVIF IP camera) contribute to Example System has been submitted by client, pending review by GV staff.

To facilitate review process, please make sure the information is concrete and accurate. If not, the client could be asked to refill the request form.

See also

Is there any deadline of case solving?

What is case state "PENDING_RES"

What does this state mean

An issue has came to GV's attention. However, due to lack of certain resource, an effort to resolve the issue has been postponed indefinitely.

Internal notes for staff

None.