Team Members. Brief Description:

Transcription

1 Team Members

2 Team Members Important: This part of the HelpDesk User s Guide is the Team Member section, and contains information about the Team Members role in the HelpDesk system. For other information, please refer to the introductory section of the User s Guide. Page number references contained herein refer to the page numbers in the complete User s Guide which contains all sections. Brief Description: Team Members are the individuals who take the initial calls from customers with questions or issues. Team Members fill out the New HelpDesk Call form with information about the caller and the caller's issue. They then submit this form into the workflow. When an issue is assigned to a Team Member by the administrator, the Team Member can acknowledge (ack) or not acknowledge (nack) the Issue. If the Team Member does not acknowledge the issue, it is returned to the last owner of the issue. If the Team Member acknowledges the issue, the responsibility for resolving the issue rests with that Team Member. In this case, Team Members have the option of answering the issue, reassigning the issue to another Team Member, or promoting the issue to a Partner. When an issue is answered, it is returned to the Team Member who originally submitted the issue into the workflow. This Team Member can forward the issue back to the administrator for further processing or close the issue and contact the caller with the resolution. The Team Member is the only member of this HelpDesk example that can access the HelpDesk Call form, and edit the information contained therein. Konica Business Technologies 2

3 Team Members Section One HelpDesk Call

4 Team Members HelpDesk Call New HelpDesk Call Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." Overview The New HelpDesk Call is where the workflow begins. When a caller reaches a Team Member with an issue or question, the Team Member fills out the New HelpDesk Call form and submits the form into the Workflow. The HelpDesk Call area of the Main Menu on the Team Member s Home Page is organized into four parts: new, search, browse and reports. 1. Starting a New Call To create a New Call, click New in the Main Menu of your Home Page. Konica Business Technologies 4

5 Team Members HelpDesk Call New HelpDesk Call (Continued) 2. Caller Info Tab When you click New in the Main Menu of your Home Page, you will see the New HelpDesk Call form. The first tab of this form is the Caller Info Tab. When entering a new call, you must enter information in the fields of each tab that are labeled as Required. Required fields will appear in red italics Oracle ID. Enter the caller's Oracle ID number, if existing. This will be used later for searching and record-keeping. 2. Category. Use the drop-down menu to select the category in which the caller most accurately fits. 3. Name. Enter the name of the person calling. 4. Company. Enter the company from which the person is calling. 5. Department. Enter the caller's department. 6. Address, City, State, Zip. Enter the caller's address information. 7. Phone, Extension. Enter the caller's phone number and, if available, extension. The extension field is not required to submit the issue. 8. Fax. Enter the caller's fax number. This field is not required to submit the issue Enter the caller's address. This field is not required to submit the issue; however, the system will not automatically the issue s resolution to the caller if caller s address is omitted from this field. Konica Business Technologies 5

6 Team Members HelpDesk Call New HelpDesk Call (Continued) 3. Question/Issue Tab Click on the Question/Issue tab to enter information about the caller's specific issue. In the Question/Issue Tab, Type, Priority, Category and Description are required fields and must be completed to successfully submit the issue. Resolution, Resolved on Phone, and Resolution to Caller are not required Type. Enter Question or Issue, according to the caller's problem. Questions are calls requesting information; issues are calls reporting problems. 2. Priority. From the drop down menu, rate the question or issue as High, Medium or Low priority. Priority rating ensures that notification is sent to the administrator within a specified time interval if no action is taken on an issue. These intervals are: High: 24 hours, Medium: 72 Hours, Low: 120 Hours. 3. Category. Enter the category into which the problem that the caller has best fits. Categories vary based on your application and your role. 4. Description. In this field, enter a description of the caller's issue or question. Please try to be as complete as possible when entering information into this field. 5. Resolution. This is where the answer to the caller's question or issue will appear when the issue is resolved. If you know the answer to the question or issue at the time of the call, you may enter that answer here and click Resolved on Phone. 6. Resolved on Phone. If you can answer your caller's question on the phone, do so. Enter the Resolution in the Resolution box and click on Resolved on Phone to close the issue. 7. Resolution to Caller. If a customer wants to be notified by when his issue is resolved, click on this button. The system will automatically the resolution to the address entered in the Caller Info tab. The system will not allow you to submit the issue if you have not entered the caller s address in the Caller Info Tab. Konica Business Technologies 6

7 Team Members HelpDesk Call New HelpDesk Call (Continued) 4. Comments Tab To append comments to the new question or issue that you are entering, click on the Comments tab. Other members of your organization may provide additional notes to this issue as it progress through the workflow via the Notes function. (The notes function is explained on pages 73 and 74.) Enter your comments in the space provided. This field is not required to successfully submit the issue. As this question or issue continues through the workflow, the group administrator, partners, or other team members may add notes to this issue. Be sure to check to see if notes have been added that may help to clarify this issue. Konica Business Technologies 7

8 Team Members HelpDesk Call New HelpDesk Call (Continued) 5. Files Tab To add files to the issue or question, click on the Files tab. This tab allows you to include files to the issue which provide information or may be helpful in resolving the issue. To add a file, click on the Browse button and navigate to the file that you would like to include. Select the file and click Open. The file name and directory will be shown in the text box beside the browse button. Click Upload to include the file with the issue. To delete a file once it has been uploaded, click on its name in the right-hand Remove column, and click Remove. The file will be deleted from the issue. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Konica Business Technologies 8

9 Team Members HelpDesk Call New HelpDesk Call (Continued) 6. Clear At any point when you are entering or reviewing information in the New HelpDesk Call form, you may click Clear to delete all information from the form. Warning: You will not be prompted to affirm that your decision to delete is correct. All information will be automatically deleted from the form. Konica Business Technologies 9

10 Team Members HelpDesk Call New HelpDesk Call (Continued) 7. Submit (Continued) When you have completed filling out the New HelpDesk Call form, you may submit the new issue to your group administrator. First, look over the form to make sure that you have completed all required fields. If you have made any errors, you may go back and change them at this time. If a required field has been left blank when you click Submit, a Submission Error will appear. Click back to return to New HelpDesk Call form and complete the field indicated in the error. When you are satisfied that all information is complete and accurate, click Submit. The four tabs of a completed new call will look like the example provided on the following pages. Konica Business Technologies 10

11 Team Members HelpDesk Call New HelpDesk Call (Continued) 7. Submit (Continued) Sample Completed New HelpDesk Call Caller Info Tab Question/Issue Tab Konica Business Technologies 11

12 Team Members HelpDesk Call New HelpDesk Call (Continued) 7. Submit (Continued) Sample Completed New HelpDesk Call Comments Tab Files Tab Konica Business Technologies 12

13 Team Members HelpDesk Call New HelpDesk Call (Continued) 7. Submit (Continued) If all the required information has been completed, clicking Submit will successfully send the question or issue into the workflow. You will see this message: Notice that an Issue Number has been attributed to this issue automatically by the system. The group administrator will now see this issue in his or her Inbox when he or she logs on. From this message, you may either open the issue to view its details, or return to your home page to continue working in the system. You may also navigate through the system with your Main Menu as described in Section Two of this Chapter. Konica Business Technologies 13

14 Team Members HelpDesk Call Search Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." To search for an issue in the system, click the Search button in the HelpDesk Call section of your Main Menu. Here you will get a form similar to the New HelpDesk Call form, in which you may enter information and search for a matching issue. Please NOTE: If you know the issue number of the issue for which you are searching, enter that information in the Open Issue field in your Main Menu instead of performing the search, as described in Section Four of this chapter. If you are searching for a specific issue, but you have a limited amount of information, use the search option. If you are searching to find an issue that is similar to an issue that a caller has raised, use the search option. 1. Click on Search in the HelpDesk Call section of your Main Menu. Please NOTE: Notice the color scheme is different between the New HelpDesk Call page and the Search page. Konica Business Technologies 14

15 Team Members HelpDesk Call Search (Continued) 2. Any information you enter in this box will increase your chance of returning matches to your search. You can also enter information in the Question/Issue Tab and the Comments Tab. The more information you enter in these Tabs, the more focused your search will be. 3. For best results, information entered into these fields should be as close as possible to the information for which you are searching. Leaving all fields blank will return all issues. Sample Search 1. As an example, we will search the system for issues involving z-folding. If another issue similar to the issue entered in our previous Sample Completed New HelpDesk Call has been entered into the system and resolved, then we can use the information contained in the Answer to that issue to resolve this new issue. In this example, we simply enter z-folding into the Description field of the Question/Issue Tab, and click Search to see the returned matches. Konica Business Technologies 15

16 Team Members HelpDesk Call Sample Search (Continued) 2. The system will return issues that contain the criteria entered for the search. Returned matches appear as shown below. 3. If the system returns more than one match, you may order them by the four category headings listed (i.e., id, changed, status, description). Clicking on the heading will sort the returned matches, according to that heading's criteria, in descending order. 4. Clicking on the id number of a returned issue will bring you to the Summary Page, where you can view the details of this issue. Details of the Summary Page are described on page 66. Konica Business Technologies 16

17 Team Members HelpDesk Call Browse Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." To view all of the issues and questions that have been entered into the workflow, click Browse. Browse enables you to see a synopsis of each issue or question entered into the system. 1. Click Browse in the HelpDesk Call section of the Main Menu. 2. Navigate the Browse list with the first, back, next and last buttons beneath the list of issues. 3. Issues are sorted originally by the Issue Number automatically assigned when they are first submitted into the workflow. Clicking on the headings (i.e., issue, changed, status, description) will sort the issues, according to that heading's criteria, in descending order. 4. Clicking on the Issue Number of a returned issue will bring you to that issue's summary Page, where you can view the details of the issue. Details of the Summary Page are described on page 66. Konica Business Technologies 17

18 Team Members HelpDesk Call Reports Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." The Reports section of the Main Menu allows you to generate, view, print and save reports based upon information input into the workflow. There are several categories of reports and several formats from which to choose. The Reports that you will be able to access will vary based upon the privileges associated with your role. 1. Click on the Reports icon in the HelpDesk Call Section of the Main Menu. 2. Select the Report you would like to generate from the first drop down Menu. 3. Enter the dates that you would like the report to include, using the format provided in the on-screen example. Please NOTE: Date format for generating reports is: Year-Month-Day. Konica Business Technologies 18

19 Team Members HelpDesk Call Reports (Continued) 4. Choose the format in which you would like to generate the chosen report. Your choices are PDF (Portable Document Format), HTML (HyperText Markup Language) or CSV (Comma Separated Values). PDF is the format best for printing; HTML is the format best for reading onscreen; CSV is the format best for data manipulation with a database application, such as Microsoft Access or a spreadsheet application, such as Microsoft Excel. 5. At any point, you may click Reset to return to the system defaults and negate the changes you have made. 6. Once you have made the settings you would like to view or print, click Generate Reports. The following screen will appear: 7. Click here to view the report. The system will automatically open the application most suitable for viewing the report in the format you have chosen. From this application, you may print the report. Important: You must have Adobe Acrobat Reader to automatically open PDF reports. If you do not have Adobe Acrobat Reader on your system, you will be prompted to direct the system to a location where you would like Adobe Acrobat Reader downloaded. Konica Business Technologies 19

20 Team Members Section Two Main

21 Team Members Main Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." Overview The Main Menu is the one section of the system that stays with you wherever you navigate throughout the system. Links vary depending on role, as do the areas seen when links are clicked. Main The Main section of the Main Menu is the primary navigational tool for the system. Main contains links to the pages within the system with which you will likely most often be working. Wherever you are within the system, clicking on any of the links provided in the Main section of the Main Menu will take you to that section. Main Section Main Menu Konica Business Technologies 21

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23 Team Members Main News News provides you with important news and data posted to the system. Although information in this category typically comes from your group administrator, you may also post information if your privileges allow. 1. Click on News in your Main Menu, the News heading in your Home Page, or All next to the News heading. All three actions will take you to your News Box. 2. There may be multiple pages through which you may navigate. To maneuver around the open pages, use the first, back, next and last selections displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. 4. To view the files associated with the Headlines in the News box, click on the link in the Link column next to that item s headline. Konica Business Technologies 23

24 Team Members Main News (Continued) 5. Assuming you have the privileges, you can add an item to the News Box. To Add an item to the News box, click on the Add link at the bottom of the page. 6. If you wish to add a file, click Browse to select the file from your directories or enter the path of the file you would like to upload (Example: c:\my documents\demo911.html). 7. Click Upload when you have selected the correct file. The Link Name and Link To fields will automatically fill with the link to the file you have uploaded. 8. Today's date will default in the When field. If you would like to change the date, use the year-month-day format. 9. In the Headline field, type the information you would like to post or a description of the file you are adding to the Documentation List. 10. At any point, you may click Reset to clear all fields. 11. Click Add to include your file to the News box. 12. Clicking Add will automatically return you to the News box. The file you have just added will now be included as the first file in the News box. 13. Assuming you have the privileges, you may also delete files from the News Box. Click on the Delete link beside the headline of the item. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Konica Business Technologies 24

25 Team Members Main Logoff Logoff when you have completed your current session and want to exit the system. 1. Click Logoff in the Main section of the Main Menu 2. You will be given a screen asking: "Are you sure you want to logoff?" If you click Logoff, you will be logged off the system. 3. You will be provided with a link to logon again. If you want to Logon again, click on the link provided and you will be prompted to enter your User Name and Password again. 4. At any point, If you decide you do not want to Logoff, you can click on any other link in the Main Menu to continue using the HelpDesk Tracker System. Konica Business Technologies 25

26 Team Members Main Inbox Inbox displays issues for which you are currently the owner. If no items are currently assigned to or owned by you, the screen will state "There are no items in your inbox." 1. Click on Inbox in the Main section of the Main Menu, the Inbox heading, or All next to the Inbox heading. All three actions will take you to your Inbox. 2. There may be multiple pages through which you may navigate. To maneuver around the pages, use the first, back, next and last selections displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. 4. To view an issue in your Inbox, click on the Issue Number to display the Summary Page of the item. Summary Page details can be found on page To exit your Inbox at any time, click on any other link within the Main Menu. Konica Business Technologies 26

27 Team Members Main Tracker Tracker displays items that you have decided to track the progress of. If no items are currently in your Tracker, the screen will state "There are no items in your Tracker." The Tracker section allows for easy access to all of your assigned work issues and other issues in which you have a particular interest. Team Members, Administrators and Partners all may select issues to track in their Tracker. Any issues that a Team Member submits is automatically added to that Team Member s Tracker. 1. Click on Tracker in your Main Menu, the Tracker heading in your Home Page, or the All link next to the Tracker heading. All three actions will deliver you to your Tracker. 2. There may be multiple pages through which you may navigate. To maneuver around the open pages, use the first, back, next and last selections displayed at the bottom of the screen. 3. Items in this box may be sorted according to your preferences. Click on the headings of the categories to sort this area by that heading's criteria. Changed indicates when the status of the issue was last updated. Project indicates what type of project the issue is, helpful if your system is handling multiple projects at once. Issue shows the Issue Number of this issue. Type indicates what type of issue it is. Status shows how far along in the workflow the issue has gotten. Description offers a brief synopsis of the issue or question. Konica Business Technologies 27

28 Team Members Main Tracker (Continued) 4. To view an issue in your Tracker, click on the Issue Number to display the Summary Page of the item. 5. The same Summary Page and Issue Menu appear whether you are viewing through your Tracker or your Inbox. Summary Page details can be found on page At any time, you may exit your Tracker by clicking on any other link in your Main Menu. Konica Business Technologies 28

29 Team Members Section Three Documentation

30 Team Members Documentation Documentation Documentation is a central repository comprised of multiple directories where information and files can be stored. The quantity of links that you see and what they are called are based upon the customized requirements of your organization. In this example, we have four directories, General Info and Others. Since the processes for navigating the pages, adding information and deleting information are the same for each section, this manual will only cover one Documentation directory. 1. Click a Documentation link in the Main Menu of your Home Page. 2. Navigate the Browse list with the first, back, next and last buttons beneath the list of issues. 3. Files are sorted originally by origination date, beginning with the most recent. Clicking on the headings (i.e., date, description, link) will sort the files, according to that heading's criteria, in descending order. 4. To access files already saved in Documentation, click on the link associated with the file. This will open the file within the browser you are using. 5. To delete files saved in Documentation, click Delete in the file's row next to the link. Konica Business Technologies 30

31 Team Members Documentation Documentation (Continued) 6. If your role allows you the ability to add files to the documentation list, click the Add button beneath the Documentation list. 7. Click Browse to select the file from your directories.or enter the path of the file you would like to upload (Example: c:\my documents\ Help.doc). 8. Click Upload when you have selected the correct file. The Link field will automatically fill with the link to the file you have uploaded. 9. Today's date will default in the When field. If you would like to change the date, use the year-month-day format. 10. In the File field, type the name of the file you are adding to Documentation. 11. In the Description field, type a brief one-line description of the file you are including in Documentation. 12. At any point, you may click Reset to clear all fields. 13. Click Add to include your file in Documentation. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Konica Business Technologies 31

32 Team Members Section Four Open Issue

33 Team Members Open Issue Open Issue The open issue option in your Home Page's Main Menu allows you to directly access the details of an issue by simply entering the issue number. Entering an open issue number in this box will bring you directly to the Summary Page containing information about that issue. Konica Business Technologies 33

34 Team Members Section Five Working with an Issue

35 Team Members Working with an Issue Summary Page Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." 1. Every time you click on an Issue Number link, enter an Issue Number in the Open Issue box, or otherwise view an issue, the Summary Page and Issue Menu are displayed. It is from the Issue Menu that issues are moved toward resolution and closure. Main Menu Summary Box Issue Menu 2. From this page you have many options. You have the Main Menu on the left side of the screen, the Summary Box on the right, the Issue Menu in the middle. 3. At any time, you may select any option from the Main Menu and link to the pages as described in previous and following sections. Konica Business Technologies 35

36 Team Members Working with an Issue Summary Page (Continued) 4. The Summary Box provides a brief synopsis of the issue. The categories contained in the Summary Box are as follows: A. Project: Describes what project this issue is associated with. In this case, all issues are part of the 911 Field Support HelpDesk project. B. Type: Describes what type of issue it is. In this case, all issues are HelpDesk calls. C. ID: Gives the ID number of the issue. This is helpful for searches and for directly accessing the issue through the Open Issue box in the Main Menu. D. Status: Status tells you the stage of the system s workflow in which this issue presently is. There are several options that will appear in this field, described on the following page. A C D B Konica Business Technologies 36

37 Team Members Working with an Issue Summary Page (Continued) 4. (Continued) Submitted - When an issue is first submitted into the workflow, Submitted appears in this row. Assigned - After the group administrator has reviewed the issue, he may choose to assign the issue to a team member. This means that he is giving responsibility for the issue to that team member. Assigned appears in this row. Open - When an issue has been assigned to a team member and acknowledged by that team member, but not yet answered or resolved, Open appears in this row. Reassigned - When an issue has been assigned to a team member by another team member Reassigned appears in this row. Promoted - If the responsibility for the issue has been given to a Partner by a Team Member or Administrator, Promoted will appear in this row. Answered - When a team member, administrator, or partner returns an issue to the team member who submitted the issue and the issue has been answered, Answered appears in this row. D Konica Business Technologies 37

38 Team Members Working with an Issue Summary Page (Continued) 4. (Continued) Pending - When an issue is nearly completed but has yet to be closed by the initiating team member, Pending appears in this row. Closed - When an issue has been fully resolved and closed by the Team Member who submitted the issue, Closed appears in this row. Accepted - When an issue has been accepted by the administrator, but not yet assigned or promoted, Accepted appears in this row (administrators only). Rejected - When an issue is rejected by an administrator after initial submission by a team member, Rejected appears in this row. E. Owner: The name of the owner of the current owner of the project is in this row. This is person who is presently responsible for either resolving the issue or assigning or promoting the issue to some one who will resolve it. E D Konica Business Technologies 38

39 Team Members Working with an Issue Summary Page (Continued) 4. (Continued) F. Last Change Date: Shows the date when the issue was last addressed. G: Submitted By: Shows the name of the team member who handled the call and submitted the issue to the administrator. H. Submitted On: Shows the date of origination for the issue. I. Brief Description: Provides a brief description of the issue. G I F H Konica Business Technologies 39

40 Team Members Working with an Issue Issue Menu Please NOTE: The HelpDesk Tracker System is fully customizable and will vary based upon the particular needs of your organization. For explanatory purposes, this user's manual is based upon an example Help Desk, called the "911 Field Support Team." The actions listed in this section are contingent upon your privileges associated with the responsibility of your role with the system. The Issue Menu is the heart of the HelpDesk Tracker System. Here is where all of the workflow comes together. From this Issue Menu, Team Members work with other members of the organization to resolve callers' issues. Description The following is a description of the first eleven elements in the Issue Menu. These are broken apart from the bottom elements because they are the same on every Issue Menu, no matter what stage of workflow an issue is in, no matter who (team member, administrator or partner) is viewing the pages. Other options, which will always appear on the bottom of the Issue Menu, differ depending on the user and on the issue's current place in the workflow. For Team Members, the actions that you are concerned with are Submit, Ack, Nack, Answer, Promote, Reassign, Resubmit, Answer, Edit Call, Forward and Close. These options are discussed in detail beginning on page 77. Issue Menu Konica Business Technologies 40 Konica Business Technologies 40

41 Team Members Working with an Issue Issue Menu (Continued) 1. Summary. Clicking this link brings you back to the Summary Page from wherever you are within the system. The Summary page provides a brief synopsis of the issue and its status. name 2. Details. Clicking on this link brings you to a page with more in-depth information about the issue. The Details page displays all of the fields filled out on the initial New HelpDesk Call form in an easy-to-read format. The Details page also contains a link to any files that have been included with the issue. To view these files, click on the file link. Issue Menu Konica Business Technologies 41

42 Team Members Working with an Issue Issue Menu (Continued) 3. History. Clicking on this link brings you to a page that shows the entire life of the issue up to its latest transaction. The history of the workflow is displayed in order from the most recent action to the first. Categories can be sorted according to your preference by clicking on the heading of each column. If more than one page of information is available, you can navigate through pages by clicking on the first, next, back, and last links. 4. Notes. Clicking on this link allows you to view any Notes that have been appended to the issue. As an issue moves through the workflow, issue owners may append notes which include more information about the issue. Once an issue has been submitted to the workflow, appending notes is the only way to add information or communicate with other members of your organization through the issue. Categories can be sorted according to your preference by clicking on the heading of each column. If more than one page of information is available, you can navigate through pages by clicking on the first, next, back, and last links. Issue Menu Konica Business Technologies 42

43 Team Members Working with an Issue Issue Menu (Continued) 5. Append Notes. Clicking on this link allows you to append a note of your own to the issue. Enter the information in the field and click Append. Your note will automatically be added to the issue's constellation of information and included in its history log. 6. Append File. Clicking on this link allows you to append files to the issue. If you have a file that will be helpful in resolving the issue, click on this link to include it with the issue. Click Browse to select the file from your system or enter the path of the file you would like to include with the issue. Clicking Upload will automatically include the file with the issue. IMPORTANT: The system will not support uploading files of 0 MB. The system supports a maximum file size of 5 MB. Issue Menu Konica Business Technologies 43

44 Team Members Working with an Issue Issue Menu (Continued) 7. Delete File. Clicking this link will delete a file from the issue. If a file is no longer helpful or appropriate, use this link to delete it from the information associated with the issue. To delete the file, click on the Delete link beside the file that you would like to delete. You will be prompted to affirm your decision to delete the file. Click OK to delete the file. Click Cancel to return to the Delete files page. If you have deleted the only file associated with the issue, the page will show No files; to delete another file, repeat the steps above. 8. Subscribe. Clicking on this link enables you to subscribe to an issue. Subscribing to an issue brings you constant updates on that issue's status through your account. Your information is already part of your user profile, so you do not have to enter this information. Click Subscribe and you are automatically subscribed to the issue. Issue Menu Konica Business Technologies 44

45 Team Members Working with an Issue Issue Menu (Continued) 9. Unsubscribe. Clicking this link allows to unsubscribe from that issue. If at any time you no longer want to receive updates on the status of an issue, you may unsubscribe to that issue. Simply click on Unsubscribe and you are automatically unsubscribed from that issue. 10. Track. Clicking this link allows you to add an issue to your tracker. Tracking is another way of keeping posted on the status of an issue. The issue is added to your Tracker and you may view it at any time by clicking on the issue id. Click Track to add the issue to your Tracker. 11. Untrack. Clicking this link allows you to remove an issue from your tracker at any time. If you no longer need a quick link to view an issue's status, use this link to delete it from your tracker. Click Untrack and the issue will be automatically removed from your tracker. Issue Menu Konica Business Technologies 45

46 Team Members Working with an Issue Team Member Specific Actions The following actions are specific to the role of Team Members. 1. Submit. Submit is not an action that appears on the Issue Menu. Submit appears on the initial New HelpDesk Call screens, but it is the first action of the workflow, included in this section for referential purposes. 2. Ack. When an issue is assigned to a Team Member, they chose whether to acknowledge that issue or not. Acknowledging the issue means that they accept responsibility for the issue and gives them options that further the issue in the workflow process toward resolution. For Team Members, these options are Reassign, Promote and Answer. 3. Nack. If the Team Member to whom the issue is assigned does not acknowledge responsibility for the issue, they Nack the issue. This returns the issue back to the Team Member, Partner or Administrator who last acknowledged or accepted responsibility for that issue. This person then has the same options they had originally when they assigned the issue to the Team Member, namely Assign, Promote, or Answer. Issue Menu Konica Business Technologies 46

47 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 4. Promote. When a Team Member promotes an issue, it means giving responsibility for the issue to a Partner. When an issue is promoted to a Partner, that partner chooses to Acknowledge (Ack) or Not Acknowledge (Nack) the issue. Choose a Partner from the dropdown menu provided and click Promote to promote the issue to that Partner. You have the opportunity to include notes to the Partner at this time. Issue Menu Konica Business Technologies 47

48 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 4. Answer. If you know the answer to the question or issue presented within a submitted issue, you may choose Answer to resolve the issue. Answering the issue automatically returns the issue back to the Team Member who initially submitted that issue. Enter the answer to the question or issue in the field provided and click Answer to automatically return the issue to the Team Member who submitted that issue. 5. Reassign. To reassign responsibility for an issue to another Team Member click on the Reassign link in the Issue Menu. Choose a Team Member from the drop down menu provided and click Reassign. Issue Menu Konica Business Technologies 48

49 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 7. Resubmit. If the administrator rejects a Team Member's submission of an issue, that Team Member may resubmit the issue. Clicking on Resubmit returns the Team Member to the original HelpDesk Call Page, where he can include additional information before resubmitting the issue. All tabs and fields are the same on the resubmit form as on the New HelpDesk Call original submit form. You will note two significant differences between the Resubmit page and the original New HelpDesk Call submit page The Submit button from the original New HelpDesk Call page is changed to a Resubmit button. There will be an Issue Menu. At any point while a Team Member is reentering information for resubmission, they may click any link in the Issue Menu to move to that link. Please NOTE: You must click Resubmit to successfully return the issue to the Administrator. Clicking on any other link in the Issue Menu or the Main Menu will NOT resubmit your issue. Issue Menu Konica Business Technologies 49

50 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 8. Cancel. When the administrator rejects an issue and it is sent back to the Team Member who initially submitted the issue, that Team Member can cancel the issue. Clicking Cancel permanently deletes the issue from the workflow without resolution. Please NOTE: Canceled issues are eliminated from the workflow. These issues are not listed, reported or searchable. Canceled issues can only be viewed if their Issue Number is input directly into the Open Issue box on the Main Menu. Issue Menu Konica Business Technologies 50

51 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 9. Close. After an issue has been answered and returned to the Team Member who initially submitted the issue, that Team Member may close the issue. If the Team Member feels that the issue has been satisfactorily resolved, he may click Close. Enter the reason for closing the issue in the field provided and click Close to close the issue. 10. Forward. After an issue has been answered, is pending closure and has been returned to the Team Member who initially submitted the issue, that Team Member may forward the issue back to the Administrator for further processing or review. Clicking Forward automatically sends the issue to the administrator. Issue Menu Konica Business Technologies 51

52 Team Members Working with an Issue Team Member Specific Actions (Continued) The following actions are specific to the role of Team Members. 11. Edit Call. When an issue is owned by the Team Member who originally submitted the issue, he or she has the option of editing the call. Clicking on Edit Call will bring the Team Member back to the original New HelpDesk Call form. Again, as in the resubmit scenario, this New HelpDesk Call form will have an Issue Menu beside it. Information in the New HelpDesk Call form can be altered and updated by clicking Edit Call. All changes will be entered into the database and all related fields will change to reflect the new information. Issue Menu Konica Business Technologies 52

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