COBHAM Wireless. Customer Web Portal. End User Guide

Transcription

1 COBHAM Wireless Customer Web Portal End User Guide Cobham Wireless V2.3 1

2 Version Comments Author Date 1.0 Creation Tony Hersant 23/11/ Amendments Tony Hersant 15/12/ Amendments Damien Nalty 16/12/ Release Version Tony Hersant 21/12/15 Cobham Wireless V2.3 2

3 Contents Web Portal... 4 Welcome page:... 5 Search and Track... 6 Support Request Information (Open a New Enquiry)... 8 Open a New Enquiry... 9 Uploading logs (Attachments) Open a New Enquiry via Example Open a New Enquiry Auto Response Customer Update via Requesting Additional users of the Portal Administration of the Portal - Users Cobham Wireless V2.3 3

4 Web Portal Cobham support Web Portal a) Search & track your raised enquiry/ticket. b) Raise a new enquiry/ticket. c) Upload logs against the earlier raised enquiry/ticket. The user will be sent the username and password from the Cobham support team. To login into: web-portal, please visit the website and the page below will open. Please enter the username and password as provided. Cobham Wireless V2.3 4

5 Welcome page: Please click on ClearQuest Cobham Wireless V2.3 5

6 Search and Track The page will appear as below This page can be used to search logged tickets with Cobham Support team, the progress of the tickets can be monitored. The user can fill in the fields to locate their respective tickets. For example: Selecting the user s address in the originator will list all the tickets opened by the user in the past. Tickets can be further filtered by filling in the rest of the fields on the page. Cobham Wireless V2.3 6

7 Once the ticket opens; the user can then track the progress on the portal directly. Information such as history between the user (other team members) and Cobham support staff, attachments such as upload & download for logs/files can also be viewed. Tickets can also be modified if required. Cobham Wireless V2.3 7

8 Support Request Information (Open a New Enquiry) The following tables list the information that will help your TeraVM Support team to effectively process your enquiries. Not all the information will be needed for every request, but please consider providing as much information as you can, even if you think it is not relevant. Enquiry Type Indicate if the enquiry is a Defect, a Product Query, a Training Request or a Demonstration request. Description An outline description of the problem encountered and any relevant information relating to the system or the Device/System under test System Logs A copy of the system logs downloaded from the web admin GUI link Configuration A copy of the Test XML from your TeraVM system and any external files in use Supporting Files To optimise the Support investigations, please supply and Further Information: System level information: Hypervisor Details (and/or OS if using nested or private cloud configuration) Test Networking Details vswitching, DPIO, SRIOV etc.) Any relevant Hardware information Host Type, NICs (and placement), Controllers and drivers PCAP capture files for all relevant endpoints for protocol related issues Upload file sizes should be minimized where possible by compressing the files. Cobham Wireless V2.3 8

9 Open a New Enquiry 1. All Support enquiries and updates must be sent to your regional reflector: TeraVMSupport<Region>@aeroflex.com. (see page 12 below for details) 2. Add appropriate cc recipients, this may include your own staff and/or Aeroflex staff 3. The customer Tracking number and short issue description in Subject field. 4. Enquiry type 5. Full problem description. 6. Logs less than 5MB in size can be sent as attachments. 7. Any relevant Test Case History. 8. Description of the failure scenario. Open a New Enquiry Problem Description: What happens when the problem occurs? List any error messages and if necessary provide a screenshot. Has the test ever worked with previous releases/ is this an issue only seen since moving to new release? If so, provide details of the last working version, and the working logs (if previously saved) Description of how can the problem be reproduced? Is the problem repeatable or intermittent? If the problem is intermittent, then an indication of frequency and triggering events will help speed up the investigation. Do you have a work-around for the problem? If so please describe the work-around steps. Is the problem seen on another TeraVM with similar configuration (if available)? Does the test work on any other test stations (if available), either similar or different configuration? If so, provide the software versions and any important differences between the working environment and the failing environment, and if applicable SN of associated TVM appliance. Where/What component do you believe the problem manifests? On clicking the corresponding tag Open New Enquiry on the web-portal a new page will open as below: Cobham Wireless V2.3 9

10 User has to fill in as a minimum the tabs (Main, Customer and Attachments) marked red (mandatory) fields to successfully open a ticket. This ticket will generate a unique database (ubi) number and the user and Cobham support member will be notified of the same. This portal also provides the facility to upload logs using the Attachment tab within the ticket. Cobham Wireless V2.3 10

11 Uploading logs (Attachments) Logs can be uploaded to a new or an existing enquiry via web-portal. For example: see below Once clicked on the upload file button: it will launch a Java Applet and open a new dialog box to select/browse the file to be uploaded. Please select the relevant file to be uploaded. The web portal also allows the user to download the already uploaded files. Cobham Wireless V2.3 11

12 Open a New Enquiry via You can Open a New Enquiry via using the TeraVM Support address that corresponds with your region (below) together with the format (next page): TeraVMSupport.CN@aeroflex.com (China) TeraVMSupport.EMEA@aeroflex.com (EMEA) TeraVMSupport.USA@aeroflex.com (North America) TeraVMSupport.JP@aeroflex.com (Japan) TeraVMSupport.KO@aeroflex.com (Korea) TeraVMSupport.SG@aeroflex.com (South East Asia) TeraVMSupport.IND@aeroflex.com (India) Cobham Wireless V2.3 12

13 Example From: To: CC: otmail.co.uk Subject: TeraVM bootup problem I am having problem starting up TeraVM. Please help. Attached are the Error logs Regards, A. Customer Cobham Wireless V2.3 13

14 Open a New Enquiry Auto Response From: TeraVMSupport.EMEA@aeroflex.com Subject: [Aeroflex ubi ] TeraVM bootup problem To:acustomer@hotmail.co.uk;Alastair.French@aeroflex.com;cust2@hot mail.co.uk;gurmukh.notay@aeroflex.com Dear Customer, Your enquiry has been logged with the TeraVM Helpdesk. Your enquiry reference number is located in the subject field. Priority: 4-Medium Severity: 3-Average Problem description: From: <acustomer@hotmail.co.uk> I am having problem starting up TeraVM. Please help. Attached are the Error Logs Regards, A. Customer Cobham Wireless V2.3 14

15 Customer Update via Customers can update tickets directly using but please ensure the Aeroflex ubi number is included in the Subject line: From: To: CC: Subject: [Aeroflex ubi ] TeraVM bootup problem I have corrected the problem as you have suggested. Thank you for your support. Regards, A. Customer -----Original Message----- From: TeraVMSupport.EMEA@aeroflex.com Subject: [Aeroflex ubi ] TeraVM bootup problem To:acustomer@hotmail.co.uk;Alastair.French@aeroflex.com;cust2@hotmail.co.uk;Gurmukh.Notay@aeroflex.co m Dear Customer, Your enquiry has been logged with the TeraVM Helpdesk. Your enquiry reference number is located in the subject field. Priority: 4-Medium Severity: 3-Average Problem description: From: <acustomer@hotmail.co.uk> I am having problem starting up TeraVM. Please help. Attached are the Error Logs Regards, A. Customer Cobham Wireless V2.3 15

16 Requesting Additional users of the Portal If you require additional personnel to access the Portal, please apply by to your Account Manager detailing: Name Address Company Contact Number Job Title Administration of the Portal - Users Please inform your Account Manager if you require any changes associated with registered users of the Cobham Wireless Portal e.g if someone leaves your employment and the access needs to be removed. Cobham Wireless V2.3 16