Ver. 1.6 KONICA MINOLTA, INC

Transcription

1 Ver. 1.6 KONICA MINOLTA, INC 1

2 Table of Contents TABLE OF CONTENTS... 1 LOGIN... 3 TABS... 4 DOCUMENT SEARCH... 5 GUIDED SEARCH... 6 How to Search:... 6 ADVANCED SEARCH... 7 How to search:... 7 HOW TO SEARCH BY CONTENTS... 9 TECHNICAL ADVICE (TAD SEARCH):... 9 SOFTWARE (DL SEARCH): MANUAL: TRAINING MATERIALS: NEWS: SAFETY ISSUE: TECHNICAL NOTICES (TNI SEARCH): SOLUTION INFORMATION (SI SEARCH): Search Result Page: DOCUMENT DETAIL PAGE: MY FAVORITES WIDGET: BACK TO HOME: ESCALATION ER PROBLEM ESCALATION AND REQUEST REPORT I. Setup search condition II. Create New ER III. View your own escalations IV. View Reply V. Send Reply to received answer VI. If the received answer is satisfactory, send a comment VII. Received answer is not satisfactory and Re-escalate the issue VIII. Close Registered ER IX. Change category QU INQUIRY REPORT I. Setup search condition II. Create New QU III. View your own escalations IV. View Reply V. Send Reply to received answer VI. If the received answer is satisfactory, send a comment VII. Received answer is not satisfactory and Re-escalate the issue VIII. Close Registered QU IQR INITIAL QUALITY REPORT I. Setup search condition II. Create New IQR III. View your own escalations IV. View Reply V. Send Reply to received answer VI. If the received answer is satisfactory, send a comment VII. Received answer is not satisfactory and Re-escalate the issue VIII. Close Registered IQR

3 LOGIN On login screen, enter User ID and Password for user authentication. 1. Startup Microsoft Internet browser (Microsoft Internet Explorer). 2. Enter URL of CS Expert Support to display login window. 3. Enter USER ID and PASSWORD and then click [Login]. 4. When the authentication is completed, Home Page is displayed. 3

4 TABS Click tab to display each screen. Tabs Tab Name Function Support Home Full Search ER [Problem Escalation and Request Report] management QU [Inquiry Report] management IQR *Displayed to authorize users only. [Initial Quality Report] management 4

5 DOCUMENT SEARCH Document Search screen contains [Guided Search] which contains Product/Option, Contents type and Language selection, and [Advanced Search] which contains fields such as document type and category in detail. [Guided Search] screen contains Keyword Search area / product select button / language and contents select dropdown lists. Enter Search Keyword Select Products and Options Select language Select Content Type 5

6 GUIDED SEARCH HOW TO SEARCH: KEYWORD SEARCH Enter keyword in the search box and click. SEARCH BY PRODUCT(S) 1. Click - New window will pop up with the list of products. a) Select product(s) by double click from the products list. b) Enter a part of product name into the Search box on top. Product can be manually entered or be selected from the auto recommendation. Enter partial product name (two or more letters/ numbers) to display the auto recommendation list. Click a product name to select. c) Selected products will display in the Selected Products box of the popup window.4 2. Click OK to go back to the top page. Selected products will display in the Selected Products box. 3. Click. SEARCH BY OPTION(S) 1. Click button (in the popup window) to list up the options of the selected products. Select options by double click or by clicking the button. Selected options will display in the Selected Options box of the popup window. 2. Click OK to go back to the top page. Selected options will display in the Options Selected box. 3. Click. 1. Select from [Contents] dropdown list to narrow down the search result. 2. Product(s) must be selected prior to selecting option(s). 3. If product(s) and option(s) are selected and then the product(s) are deleted, attaching options will also be deleted from [Selected Options]. 6

7 ADVANCED SEARCH Advanced Search screen contains number of additional fields to enable users to find the result that is specific to their needs. Click link under the search keyword box, to display the search options below. Guided Search screen Advanced Search screen HOW TO SEARCH: Dates can be entered manually or from the calendar tool. (MM/DD/YYYY) 1. Select from appropriate field dropdown and click (keyword can also be entered). 2. After executing search, the search filters can be saved by clicking the link. Enter a label name for the search to be saved and click. Search will be added to My favorites widget as Saved Searches. (see My Favorites Widget section for detail) 7

8 Search condition is added on the [My Favorites] widget on top page. 3. Click to clear all search filters. 8

9 HOW TO SEARCH BY CONTENTS Please see below for how to search by contents. Use the Save Search function to save the search conditions. TECHNICAL ADVICE (TAD SEARCH): From the Contents dropdown list, select TAD to search problem solving documents (TAD). Products and keywords can also be entered at the same time. Click and select TAD, Document Priority, HQ and OS pull-down lists will display and the search can be narrowed down by using these fields. To select multiple values/options, hold [Ctrl] key down while selecting. Click to execute search. Hold [Ctrl] key down while selecting to select multiple values. 9

10 SOFTWARE (DL SEARCH): To search a DL document, select DL from the Contents dropdown list. Products and keywords can also be entered at the same time. Click to display extra fields as below. Search can be narrowed down by using these fields. To select multiple values/options, hold [Ctrl] key down while selecting. Click to execute search. MANUAL: From the Contents dropdown list, select Manual. Products and keywords can also be entered at the same time. Click to display extra fields as below. Search can be narrowed down by using these fields. To select multiple values/options, hold [Ctrl] key down while selecting. Click to execute search. TRAINING MATERIALS: From the Contents dropdown list, select Training Material. Products and keywords can also be entered at the same time. Click to display extra fields as below. Search can be narrowed down by using these fields. To select multiple values/options, hold [Ctrl] key down while selecting. Click to execute search. 10

11 NEWS: Select News to display TNI documents which have Classification as What s New. Products and keywords can also be entered at the same time. There is no additional options to select in Advanced Search screen. Click to execute search. SAFETY ISSUE: From the Contents dropdown list, select Safety Issue. Products and keywords can also be entered at the same time. Click to display extra fields as below. Search can be narrowed down by using these fields. To select multiple values/options, hold [Ctrl] key down while selecting. Click to execute search. TECHNICAL NOTICES (TNI SEARCH): From the Contents dropdown list, select TNI. Products and keywords can also be entered at the same time. Click field. Click to display document priority dropdown list. Search can be narrowed down by using this to execute search. SOLUTION INFORMATION (SI SEARCH): From the Contents dropdown list, select Solution Information. *Currently no documents available. 11

12 SEARCH RESULT PAGE: Search result will display as follows. Sort By: Change sort order (default=update date) Desc/ Asc : Change sort order by descending or ascending Search Within: Enter additional keywords to narrow down the search result and click [Go] Auto Filter to narrow down the search result Search Result Click the Link to see the document detail Answer Extract appears when the system finds contents which seem most relevant. Sort order is [Update Date] by default. When searching by keywords, change the sort order to [Most Relevant] to see documents match keywords the most on top of the result list. Click Print icons to print out contents per type. 12

13 Document types are displayed by Document type icons. There are 4 types of document icons: Document Type Icon DL TAD TNI MU 13

14 DOCUMENT DETAIL PAGE: Click each document link to display its detail. Document rating by users Displays document generation information [Turn Highlight on] = Highlights keywords. [Bookmark] = Add link to the browser s bookmark. [Add to Favorites] = Add document to My Favorites widget. [ Document] = Send document link by (by using MS Outlook). [Copy Link to Clipboard] = Copy link to Clipboard (when sending link by another client) Documents now open in new tabs. Multiple documents can be opened at the same time. [NEW!] Document 1 Document 2 14

15 MY FAVORITES WIDGET: Users can save documents or search filters in My Favorites widget. Check this box to use the / copy link to clipboard functions. Click this link to directly access the document. [ Links] = Send document link by using MS Outlook. [Copy link to Clipboard] = To copy the document link to send with other clients. [Edit Saved Documents] = Rename or Delete documents. BACK TO HOME: Click tab or Konica Minolta logo to go back to the top page 15

16 ESCALATION Escalations have categorized by the following 3 types: ER [Problem Escalation and Request Report] QU [Inquiry Report] IQR [Initial Quality Report] *Displayed on authorized users only. ER PROBLEM ESCALATION AND REQUEST REPORT I. SETUP SEARCH CONDITION Click [ER] tab to view registered escalations. Setup search condition 1. Specify search conditions. Field Description Your Name Search is performed by using your name that was entered at the registration as a key. Front match search. YOUR REF, No. Search is performed by using reference number that was entered at the registration as a key. Front match search. Machine Serial No. Search is performed by using Machine serial number that was entered at the registration as a key. Front match search. Search Scope Select from [My ER] or [My Group s ER]. *Selection may not be available to some users. ID-No. Enter escalation ID if searching for a specific escalation record. Workflow Status Select statuses to search. To select multiple statuses, press CTRL key while selecting. When blank is selected, all statuses are searched. Exclude closed incident Check the checkbox to search only open incidents. 16

17 Product Category Product Effectiveness of Special program not replied Select product category of the product to search. When blank is selected, all products are searched. Click the button to clear selected category. Select product names to search. Product Category must be selected prior to selecting products. Multiple selections are allowed. Click the button to select model names and then click the save icon to save. Check the checkbox to search incidents the effectiveness of special program is not replied. Effectiveness of Special program replied Check the checkbox to search incidents the effectiveness of special program is replied. Limit ER to most recent Specify the period to search. Default is set for 30days. day(s) 2. Click button to display list of ER under specified conditions. 17

18 II. CREATE NEW ER Note: Escalations on following Category/Sub Category should be reported as ER Former R&I Category Former R&I Sub Category New Category / Sub Category Description Report for technical issue/request (Inquiry and request for product) Mechanical or electrical hardware change SW/FW customization request for current model SW/FW standard spec. change for current model [Custom Function] / [Mechanical / Hardware] [Custom Function] / [Software] [Function Enhancement] / [Software] Standard spec. change request [Function Enhancement] / for future model * [Software] Request in machine Customization request in SW/FW Change request in SW/FW Request for future products 1. In the ER tab, click [Create New ER] button to display the new registration form. 2. New ER main form will display. 18

19 3. Input detailed information. Item Input type/ Description Reply Radio button Necessary or Not necessary can be selected. Default: [Necessary] Replier Group Auto display *Category Pull down list Select from [Problem Management]/[Function Enhancement]/[Custom Function] Sub Category Pull down list Select from [Mechanical or Electrical Hardware] / [Software] Display only when [Function Enhancement]/[Custom Function] is selected in Category *Sales Classification *Business Scale *Customer Name *Effective Amount General Information Check box Select from [Pre Sales]/[Post Sales] Enter business scale Enter customer name Enter effective amount *Subject *Date of Report *Date when problem occurred Calendar Calendar Input subject. Select the date when report is created. (Default: Current day) Select the problem occurrence date. (Default: Current day) Display only [Problem Management] is selected. YOUR REF.No. Input Ref. # that is used within your company (or group). *Your Name Input your name. Dealer/Customer Name Input dealer/customer name who reported the problem. Display only [Problem Management] is selected. *Deadline Calendar Input deadline date. Product + Click Click this to add space for input. Delete Check box Use this to delete the registered info. Check in the Delete checkbox and click to delete selected product. *Primary Check box Check in the checkbox of the primary product to be used for the escalation. *Product Category / Pull-down menu Select product category in which the problem occurred. Product Click to display product select screen. Select a product category and product. Click to save. Multiple products can be selected in one report. Display only when [Problem Management] is selected in Category *Option/Product in Failure List selection Select product or option in which the problem occurred. When there is no option, select the product again. Machine Serial No. Input Serial No. of the problem occurrence machine. Option Serial No. Input Serial No. of the problem occurrence option. 19

20 Date of installation Calendar Select the installation date from the calendar. When the button is clicked, calendar is displayed. Date when problem occurred Calendar Select the problem occurrence date from the calendar. When the button is clicked, calendar is displayed. Total Counter Input Total Counter of the problem occurrence machine. Problem occurrence conditions *Number of Problematic Units *Timing of Problem Occurrence Problem descriptions Pull-down menu Input the number of machines the problem occurred. Select from < Always / Frequently / Intermittent>. *Problem Category Situation of trouble occurrence (in details) *Description Pull-down menu Pull-down menu Problem category is automatically selected from < Copying, Scanning, Printing, FAX, Application, Other > depending on the category selected in the product category as listed below. The entry fields will be configured with the selected problem category. B/W Printer -> Printing Color Printer -> Printing B/W MFP -> Printing Color MFP -> Printing Controller -> Printing Application -> Application Fax -> FAX Micro -> Copying Scanner -> Scanning Analog Copier -> Copying Diazo -> Copying Engine -> Printing * The categories of the products you are not dealing with are not displayed. Select from < At Installation, Short time after installation, Long time after installation >. Input reporter name and detailed info of the symptom. Probable Cause Input probable cause if it is known. Remedial action and its effect so far Input remedial action and its effectiveness. Request Input Request specifically. Paper related issue Check box Check in the checkbox if the problem is paper related. (Please include the paper brand in the report detail) Attached Files File attachment If there is any information in addition to ER, attach a file. Click [A] to select a file and then click [B] to attach. Environment: Client: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] PC Manufacture /Model Input PC manufacturer and model. 20

21 CPU Ex: Pentium 4GHz PC Memory Ex: 512MB Client PC OS Ex: UNIX, Windows XP etc. Environment: Network: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] Network Connection Pull-down menu Select from <Network, Local or USB>. When < Network > is selected, following items are displayed. Network Type Ex: Ethernet, Token Ring Network OS Ex: Windows NT,Windows2003Server Network Protocol Ex: TCP/IP, Apple Talk Application/Driver/Emulation/Firmware: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] Application Software(Ver.) Ex: Microsoft Word 2002, Excel2002 Emulation Ex: PCL6, PostScript3 Scanner Driver Version Ex: KONICAMINOLTA scanner driver ver1.2 Printer Driver Version *In case of PostScript, enter PPD version. Controller Firmware Ex: IP-432 ver NIC Firmware Ex: ver.6.33 Engine ROM No.& Version Environment: FAX: Displayed when < FAX > is selected in [Problem Category] Ex: C1-11, MSC G Line type List selection Select from < Analog DP10pps, Analog DP20pps, Analog PB, ISDN, ADSL, FTTH, Other>. (Multi selection is possible) Line connection device Pull-down menu Select the type from <Switch Board, TA, Modem, PSTN, PBX, Other >. Line Connection Device (Brand, Model) Phone# (Other side) Fax Model name (Other side) Input manufacturer, model etc. Input the telephone number of the other party with which the problem occurred. Input the FAX model of the other party with which the problem occurred. 4. If [Function Enhancement] or [Custom Function] is chosen as a [Category], enter detail in the Request Sheet (mandatory). For those users informed of the operation with the new tool (from Nov 2 nd,2015), click [Save Draft] to see the [Launch Request Sheet] icon. Click to launch the format and enter request in detail. 21

22 For other users, click [Download Request Sheet] icon to download the [Request sheet], which displays after selecting [Function Enhancement] or [Custom Function] as a [Category]. Fill in the sheet, save on your hard drive and attach to the escalation. i. Download the request sheet. ii.enter detail in the sheet and change the file name as follows and save on your hard drive (ex. Desktop). RequestSheet_<CustomerName>_yyyymmdd.xlsx (ex. RequestSheet_KonicaMinolta_ xlsx iii.attach the sheet as an attachment. 5. Click [Save] to escalate the report. Entered form can be temporarily saved by clicking [Save Draft] icon. Save Draft Save III. VIEW YOUR OWN ESCALATIONS Escalations you have registered will display in the lower pane. Enter search conditions to search escalations under specified conditions. Escalations created in the last 30 days will display by default. ID No.: When clicked, contents of the report you have sent will display. 22

23 IV. VIEW REPLY View List [Reply/Additional Info] Click [View List] to display reply history. is displayed when a reply is available. Click ID-No. to view reply message. <When special program is released> Below dialog will pop up when [View List] is clicked. Click OK button and then send the report with Additional Info form. View List [List] Click [View List] to display the escalation dialog screen. 23

24 V. SEND REPLY TO RECEIVED ANSWER. When [Create New Escalation/Additional Info] on the upper left is clicked, below dialog will pop up. VI. IF THE RECEIVED ANSWER IS SATISFACTORY, SEND A COMMENT Select Keep Escalation Closed. Comments only. No further action required (Additional Info), and then click OK button. ER Additional Info form will appear. * Please check the checkbox if you are reporting the effectiveness of the special program. After entering in the comment field, click save to register. Save Draft Save 24

25 VII. RECEIVED ANSWER IS NOT SATISFACTORY AND RE-ESCALATE THE ISSUE Select Keep Escalation open. Further action is required (Escalation) and then click OK button. ER Escalation form will appear. After entering in the comment field, click save to register. Save Draft Save VIII. CLOSE REGISTERED ER When the reply received was effective, close the registered ER (ID-No.). Click the ID-No. you wish to close from the list of ER, to display the content of the incident you registered. Select [Close (Verified)] from the pull-down list of [Effectiveness] and click save icon to close. 25

26 IX. CHANGE CATEGORY Category and Sub Category of existing ER can be changed when an escalation is assigned to your group. When a category is changed: Original incident will automatically be closed and a new incident will display in edit mode. New escalation will copy the entered escalation detail. *Report date will be the date of category change. Original incident s report date will display in the Date of Initial Report field. Original incident will not be deleted, and can be viewed from the link in the new incident. ID Numbers - Original incident ID will have a new prefix added. Ex. ERBF D01_ERBF *If the category changes are done multiple times, prefix will be assigned as D02 and D03. - New incident after the category change will retain the same ID number. Ex. ERBF ERBF Open an escalation and click [Change Category] icon. 2. Click [OK] to change. [Important] Category change process cannot be cancelled once [OK] is clicked. 26

27 3. Incident of the same ID will display in Edit mode. Change [Category]/[Sub Category] and required information. 4. Click [Save] to escalate. 5. Original ER will also display in the list. New ER after the category change Original ER 27

28 Original and new incidents can be viewed from each link on the main form. New ER Original ER 28

29 QU INQUIRY REPORT I. SETUP SEARCH CONDITION Click [QU] tab to view registered escalations. Setup search condition 1. Specify search conditions. Field Your Name YOUR REF, No. Machine Serial No. Search Scope ID-No. Description Search is performed by using your name that was entered at the registration as a key. Front match search. Search is performed by using reference number that was entered at the registration as a key. Front match search. Search is performed by using Machine serial number that was entered at the registration as a key. Front match search. Select from [My QU] or [My Group s QU]. *Selection may not be available to some users. Enter escalation ID if searching for a specific escalation record. Workflow Status Exclude closed incident Product Category Select statuses to search. To select multiple statuses, press CTRL key while selecting. When blank is selected, all statuses are searched. Check the checkbox to search only open incidents. Select product category of the product to search. When blank is selected, all products are searched. Click the button to clear selected category. Product Select product names to search. Product Category must be selected prior to selecting products. Multiple selections are allowed. Click the button to select model names and then click the save icon to save. Effectiveness of Special program not replied Check the checkbox to search incidents the effectiveness of special program is not replied. 29

30 Effectiveness of Special program replied Check the checkbox to search incidents the effectiveness of special program is replied. Limit QU to most recent day(s) Specify the period to search. Default is set for 30days. 2. Click button to display list of QU under specified conditions 30

31 II. CREATE NEW QU 1. In the QU tab, click [Create New QU] button to display the new registration form. 2. New ER main form will display. 3. Input detailed information Item Input Description type/ Reply Radio button Necessary or Not necessary can be selected. Default: [Necessary] Replier Group *Category *Sub Category Auto display Pull down list Pull down list Select from the list. See *1. Select from the list. See *1. 31

32 General Information *Subject *Date of Report Calendar Input subject. Select the date when report is created. (Default: Current day) YOUR REF.No. Input Ref. # that is used within your company (or group). *Your Name *Deadline Product Calendar Input your name. Input deadline date. + Click Click this to add space for input. Delete Check box Use this to delete the registered info. *Primary *Product Category/ Product Problem descriptions Check box Product Select box Check in the Delete checkbox and click selected product. to delete Check in the checkbox of the primary product to be used for the escalation. Select product category in which the problem occurred. Click to display product select screen. Select a product category and product. Click can be selected in one report. to save. Multiple products * Description Input reporter name and detailed info. Paper related issue Check box Check in the checkbox if the problem is paper related. (Please include the paper brand in the report detail) Attached Files File attachment If there is any information in addition to QU, attach a file. Click [A] to select a file and then click [B] to attach. 4. Click [Save] to escalate the report. Entered form can be temporarily saved by clicking [Save Draft] icon. Save Draft Save 32

33 *1. QU Category/Sub Category Category Sub Category Description Report for technical issue Inquiries for technical issue Inquiry for products (Note: Technical inquiries only. Please use ER to report product related problems/requests.) Report for manual (Inquiry for manual) Report for training material (Inquiry for training material) Report for parts (Inquiry for parts) Report for CSES document Report for CSES (Inquiry for CSES system) Other report (inquiry not fall into above categories) User s Guide Installation Manual/Guide Service hand book Other Manual Product Material OUTWARD Material Other training material Parts Modification Notice (PMN) Parts Guide Manual (PGM) Service Parts Program (DL) Technical Advice (TAD) Technical Notices (TNI) Manual (MU) Inquiries to CSES administrator Other item Warranty Request Inquiry for user s guide Inquiry for installation manual/guide Inquiry for service manual Inquiry for other manual Inquiry for product material Inquiry for OUTWARD material Inquiry for other training material Inquiry for PMN Inquiry for PGM Inquiry for service parts Inquiry for DL document Inquiry for TAD document Inquiry for TNI document Inquiry for MU document Inquiry for CSES administrator Inquiry not fall into above categories Inquiry regarding warranty 33

34 III. VIEW YOUR OWN ESCALATIONS Escalations you have registered will display in the lower pane. Enter search conditions to search escalations under specified conditions. Escalations created in the last 30 days will display by default. 1. ID No.: When clicked, contents of the report you have sent will display. IV. VIEW REPLY View List [Reply/Additional Info] Click [View List] to display reply history. is displayed when a reply is available. 34

35 Click ID-No. to view reply message. <When special program is released> Below dialog will pop up when [View List] is clicked. Click OK button and then send the report with Additional Info form. View List [List] Click [View List] to display the escalation dialog screen. V. SEND REPLY TO RECEIVED ANSWER When [Create New Escalation/Additional Info] on the upper left is clicked, below dialog will pop up. 35

36 VI. IF THE RECEIVED ANSWER IS SATISFACTORY, SEND A COMMENT Select Keep Escalation Closed. Comments only. No further action required (Additional Info), and then click OK button. QU Additional Info form will appear. * Please check the checkbox if you are reporting the effectiveness of the special program. After entering in the comment field, click save to register. Save Draft Save VII. RECEIVED ANSWER IS NOT SATISFACTORY AND RE-ESCALATE THE ISSUE Select Keep Escalation open. Further action is required (Escalation) and then click OK button. QU Escalation form will appear. After entering in the comment field, click save to register. VIII. CLOSE REGISTERED QU When the reply received was effective, close the registered QU (ID-No.). Click the ID-No. you wish to close from the list of QU to display the content of the incident you registered. Select [Close (Verified)] from the pull-down list of [Effectiveness] and click save icon to close. 36

37 IQR INITIAL QUALITY REPORT I. SETUP SEARCH CONDITION Click [IQR] tab to view registered escalations. Setup search condition 1. Specify search conditions. Field Description Your Name Search is performed by using your name that was entered at the registration as a key. Front match search. YOUR REF, No. Search is performed by using reference number that was entered at the registration as a key. Front match search. Machine Serial No. Search is performed by using Machine serial number that was entered at the registration as a key. Front match search. ID-No. Enter escalation ID if searching for a specific escalation record. Workflow Status Select statuses to search. To select multiple statuses, press CTRL key while selecting. When blank is selected, all statuses are searched. Exclude closed incident Check the checkbox to search only open incidents. Product Category Product Limit IQR to most recent Select product category of the product to search. When blank is selected, all products are searched. Click the button to clear selected category. Select product names to search. Product Category must be selected prior to selecting products. Multiple selections are allowed. Click the button to select model names and then click the save icon to save. Specify the period to search. Default is set for 30days. day(s) 37

38 2. Click button to display list of IQR under specified conditions. II. CREATE NEW IQR 1. In the IQR tab, click [Create New IQR] button to display the new registration form. 2. New IQR main form will display. 38

39 3. Input detailed information. Item Replier Group Input type/ Auto display Description + Click Click this to copy selected product information to enter additional serial number. Delete Check box Use this to delete the registered info. *Product Category / Product Pull-down menu Check in the Delete checkbox and click selected product. to delete Select product category in which the problem occurred. Click to display product select screen. Select a product category, followed by product and attached options. Click to save. Failure Check box Check in the product/option in failure *Visit Code *Subject *Date of Report Pull-down menu Calendar Select from <I: Installation Info, C: Service Call>. When registering a machine of which installation info is already registered, press [Acquire Installation Info] button to acquire information entered in the initial report. Input subject. Select the date when report is created. (Default: Current day) YOUR REF.No. Input Ref. # that is used within your company (or group). *Your Name Input your name. Customer Name Input customer name who reported the problem. Copy/Print Pull-down menu Select customer s copy/print environment from: 39

40 Environment GO(General Office) CRD(CRD, Education, Government) Pay for Print 1 End User Operated (copy shop) Pay for Print 2 Specialist Operated (copy shop) CP1(Commercial Print, less than 10 employees) CP2(Commercial Print, 10 or more employees Data Center Distributor Name Input Distributor Name. * Company Name * Phone Input Company Name. Input Telephone Number. Technician Name Technician Name Technician Technician Installation * Installation Date Calendar Select machine installation date. Installation Time Input the time required for installation (minutes). * Problem at Installation Problem Information *Problem Category 1 st Category *Problem Category 2 nd Category *Date when problem occurred Service Code 1 Pull-down menu Pull-down menu Pull-down menu Calendar < Yes, No > If there was any problem at installation, select [Yes], if there was no problem, select [No]. When [Yes] is selected, following listed fields [Problem Information] will appear. Input necessary information. *In case of Reference Information ( Installation Info in Visit Code and No in Problem at Installation), the report is registered as Close (Not verified) for Effectiveness. Select from < Missing part, Physical damage, Functional failure, Other >. Select from < Copying, Scanning, Printing, FAX, Application, Other>. Input form changes depending on the selection. Select the problem occurrence date. (Default: Current day) Problem Code 1 Pull-down menu Select from the top list first, followed by the second code. Trouble Code 1 Depending on the item selected on the left list (first category), the left list (second category) changes. Location Code 1 Pull-down menu Select the place where the problem occurred. Page Count Enter page count. * Symptom Input more info. Cause Input probable cause if it is known. Remedial action and its Input remedial action and its effectiveness. effect so far *Problem Solved Pull-down menu Select from < Solved, Not solved, Observation> Reproduction Procedure Rich text If reproduction of the problem was performed, input the reproduction procedure. Other Comment Input request or comment if any. Comment Input request or comment from the proxy user if any. Paper related issue Check box Check in the checkbox if the problem is paper related. 40

41 (Please include the paper brand in the report detail) Attachment File File attachment If there is any information in addition to IQR, attach a file. Click [A] (browse) to select a file and then click [B] to attach. Environment: Client: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] PC Manufacture /Model Input PC manufacturer and model. CPU Ex: Pentium 4GHz PC Memory Ex: 512MB Client PC OS Ex: UNIX, Windows XP etc. Environment: Network: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] Network Connection Pull-down menu Select from <Network, Local or USB>. When < Network > is selected, following items are displayed. Network Type Ex: Ethernet, Token Ring Network OS Ex: Windows NT,Windows2003Server Network Protocol Ex: TCP/IP, Apple Talk Application/Driver/Emulation/Firmware: Displayed when < Scanning, Printing, Application or Other > is selected in [Problem Category] Application Software(Ver.) Remarks Enter remarks Environment: FAX: Displayed when < FAX > is selected in [Problem Category] Ex: Microsoft Word 2002, Excel2002 Line type List selection Select from < Analog DP10pps, Analog DP20pps, Analog PB, ISDN, ADSL, FTTH, Other>. (Multi selection is possible) Line connection device Pull-down menu Select the type from <Switch Board, TA, Modem, PSTN, PBX, Other >. Line Connection Device (Brand, Model) Phone# (Other side) Fax Model name (Other side) Input manufacturer, model etc. Input the telephone number of the other party with which the problem occurred. Input the FAX model of the other party with which the problem occurred. 4. Click [Save] to escalate the report. Entered form can be temporarily saved by clicking [Save Draft] icon. Save Draft Save 41

42 III. VIEW YOUR OWN ESCALATIONS Escalations you have registered will display in the lower pane. Enter search conditions to search escalations under specified conditions. Escalations created in the last 30 days will display by default. ID No.: When clicked, contents of the report you have sent will display. IV. VIEW REPLY View List [Reply/Additional Info] Click [View List] to display reply history. is displayed when a reply is available. Click ID-No. to view reply message. 42

43 <When special program is released> Below dialog will pop up when [View List] is clicked. Click OK button and then send the report with Additional Info form. View List [List] Click [View List] to display the escalation dialog screen. V. SEND REPLY TO RECEIVED ANSWER. When [Create New Escalation/Additional Info] on the upper left is clicked, below dialog will pop up. 43

44 VI. IF THE RECEIVED ANSWER IS SATISFACTORY, SEND A COMMENT Select Keep Escalation Closed. Comments only. No further action required (Additional Info), and then click OK button. IQR Additional Info form will appear. * Please check the checkbox if you are reporting the effectiveness of the special program. After entering in the comment field, click save to register. Save Draft Save VII. RECEIVED ANSWER IS NOT SATISFACTORY AND RE-ESCALATE THE ISSUE Select Keep Escalation open. Further action is required (Escalation) and then click OK button. ER Escalation form will appear. After entering in the comment field, click save to register. Save Draft Save VIII. CLOSE REGISTERED IQR When the reply received was effective, close the registered IQR (ID-No.). Click the ID-No. you wish to close from the list of IQR, to display the content of the incident you registered. Select [Close (Verified)] from the pull-down list of [Effectiveness] and click save icon to close. 44

45 45