CSR Ticketing. Short User Guide

Transcription

1 CSR Ticketing Short User Guide page 1 of 16

2 Table of contents 1 Features of the CSR Ticketing Overview of the CSR Ticketing process Flowchart User access to the CSR Ticketing workflow User classification CSR Ticket states Actions performed by the Ticket Creator Create a CSR Ticket Create New CSR Ticket Add Files Start the CSR Ticket The My Tickets view after submitting the CSR Ticket Actions performed by the Ticket Owner Add extra information to a stopped CSR Ticket Stopped CSR Ticket Steps to see why a CSR Ticket has been stopped Add files Continue progress of the CSR Ticket Assess Solution Accept Reject 16 1 Features of the CSR Ticketing Customers have the option to add technical support requests directly into the CSR Ticketing. The advantages are: - CSR Tickets can be added, independent of office hours. - Precise definition of request since the customer completes the form. - As soon as the form has been filled out and started the CSR Ticket is visible to the KEYMILE Customer Support Team. - The Customer can follow the handling of his CSR Ticket(s) over the Extranet. - When a solution has been added to the system the Owner is noticed automatically via . - CSR Ticket solutions can be accepted or rejected via the Extranet. page 2 of 16

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4 2 Overview of the CSR Ticketing process 2.1 Flowchart Shaded shapes indicate that an action is expected from the one responsible for the CSR Ticket. ExtraNet User Discribe Request Ready? Yes No No Ticket Select Start Ticket Create Ticket Ticket Pending Open Take Responsebility Inforequest to Owner Ticket in Progress Ticket Stopped Provide Solution Add. Info & Restart Ticket Pending Close Reject and Reason No Solution ok Yes Assess Solution Add Information Ticket Closed Put in Archive page 4 of 16

5 2.2 User access to the CSR Ticketing workflow After login to the Extranet, users access the CSR Ticketing by selecting: Extranet-Tools CSR Ticketing The user can see: - The Tickets where she/he is the owner ( My Tickets ) - All Tickets related to her/his company - All Tickets of all subsidiaries and parent companies of her/his company When open the window the default view is My Tickets. 2.3 User classification User of the CSR Ticketing are classified accordingly: User Function Where to find them? Owner Source of the Ticket Customer staff Creator A user who enters the ticket into the CSR tool. Creator is possibly, but not necessarily the owner. Customer or KEYMILE staff Product Expert/ Submitter Any member of KEYMILE solver groups KEYMILE support staff Responsible Solver who is taken the responsibility for a specific Ticket KEYMILE support staff 2.4 CSR Ticket states During processing the CSR Ticket will reach different states defined as: State Description Standard flow Pending Open The Ticket is free to picked up by a solver The creator has completed the Ticket In Progress The Ticket is being processed/investigated A solver has taken responsibility for the Ticket page 5 of 16

6 State Description Standard flow Stopped The Ticket is not processed until the owner has provided information or performed The owner has obtained a request for additional information from the responsible requested actions or tasks Pending Close The responsible is waiting for the owner accept or reject statement The responsible has provide a solution Closed The Ticket is complete. No further processing is required The owner has accepted the solution 3 Actions performed by the Ticket Creator 3.1 Create a CSR Ticket Create New CSR Ticket After login to the Extranet and select the CSR Ticketing a new window opens. This is the default view My Tickets of the CSR Ticketing. Fig.1: The default CSR Ticketing view My Tickets (without Tickets) To create a new CSR Ticket press the Create new Ticket button and another window opens. page 6 of 16

7 Fig. 2: The ticket view Ticket. The customer Details are generated automatically. Customer Details The User details are given automatically by the CSR Ticketing login, except the Alternate Contact, here you can enter a different etc. The User can change his details via the My Profile function in the Extranet. Problem Details Here the Ticket Creator shall add details on the support request. Item Meaning Remark Subject Main title for the Ticket, short description for the issue Mandatory Severity See next chapter Mandatory Product MileGate, UMUX, HYTAS, LineRunner etc. Mandatory Release Software-, Firmware- or Template release Mandatory Component Unit, desktop, board or Software component Mandatory page 7 of 16

8 Item Meaning Remark Customer Reference No. Reference number within Owners organization not the KEYMILE Ticket number! Optional Description Full description of problem, attach file as required. Mandatory Severity The following definitions for level of severity are generally used. Please note, for an Emergency Recovery outside normal working time please call your service phone that s defined in your Service Agreement! Severity Standard Definition Remark Critical Faults that affect services to the customer and require immediate corrective action. Depending on owners Service Agreement Major Faults that result in potential service degradation (non customer revenue affecting). Depending on owners Service Agreement Minor Faults that do not significantly impair the function of the system and do not affect the service. Depending on owners Service Agreement Best Effort Faults that can be fixed on any time or service. Default for customer without Service Agreement Add Files The following files can be added: - Configuration - Inventory - Network Diagrams - Other information necessary to understand a Ticket Add files as described below: Select Files. page 8 of 16

9 Fig.3: Select Files Click the Add File button. Fig. 4: Click Add File button Browse for the file(s) Fig.5: Press Browse button Select the file(s) to be added to the CSR Ticket page 9 of 16

10 Fig.6: select the file and press open Submit the file. Fig.7: press ok button to submit Enter short description for the file and press OK. page 10 of 16

11 Fig.8: short file description The file is added to the CSR Ticket. Fig.9: The submitted file is in the list Start the CSR Ticket After the creator has completed all the CSR Ticket Details he can press the Start button. The CSR Ticket goes to status Pending Open. A pending open ticket will be processed by KEYMILE according to the customer Service Agreement. To dismiss the CSR Ticket press Cancel, nothing will be submitted. page 11 of 16

12 Fig.10: Press the Start button to submit the Ticket The My Tickets view after submitting the CSR Ticket Fig.11: My Tickets view with a submitted CSR Ticket page 12 of 16

13 4 Actions performed by the Ticket Owner 4.1 Add extra information to a stopped CSR Ticket Stopped CSR Ticket If a CSR Ticket has been stopped the owner is requested to add information or perform a particular action / task. The main ways are adding comments and / or files. Fig.12: Select the CSR Ticket Select the requested CSR Ticket and press Show selected Ticket or double click the Ticket Steps to see why a CSR Ticket has been stopped Select Solution Comments Fig.13: Select Solution Comments Read the stop comment to find out why the CSR Ticket has been stopped and press the Add Comment button to enter your comment or add files as described in Add Files, page 8. page 13 of 16

14 Fig.14: Read comment and add file or add requested information Enter the requested information an press the Ok button Fig.15: Enter comment/information page 14 of 16

15 4.1.3 Add files To add files in a running CSR Ticket, this is the same process as adding files during creating a CSR Ticket (see Add Files", page 8) Continue progress of the CSR Ticket Fig.16: Continue Work page 15 of 16

16 4.2 Assess Solution After the responsible for the CSR Ticket has added a solution and finished work, the CSR Ticket reaches the status Pending Close. KEYMILE requests the owner to read and test the solution. At this point the owner must perform one of two actions: Accept To accept the solution the owner shall select Accept. If the owner accepts the solution then the support request is considered fulfilled and completed. The CSR Ticket is closed and will not be processed further Reject To reject the solution the owner shall select Reject. A comment describing the reason for rejection is mandatory. If the owner rejects the solution then the CSR Ticket returns to status In Progress and it is task of the responsible expert to take further action as required. Fig.17: Accept or Reject page 16 of 16