Account

Ver 1.0, 2004-02-16

Document: Folder: Version: v1.0

Date: 2004-02-16

Document History
Document Location
This is a snapshot of an on-line document. Paper copies are valid onl on the da the are printed. !efer to the author if ou are in an dou"t a"out the currenc of this document. The source of the document #ill "e found in $var$###$apps$conversion$tmp$scratch%4$1&1'610&(.doc

Revision History
Date of this revision: 2004-0226 !evision !evision +ummar of ,han-es *um"er Date /01 /-1 /Descri"e chan-e1 Date of ne)t revision (date) ,han-es mar.ed /*1

Approvals
This document re2uires follo#in- approvals. +i-ned approval forms are filed in the 3ualit section of the P,4. *ame (name) Title (title)

Distribution
This document has "een distri"uted to *ame (name) Title (title)

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ontents
1. 5ntroduction....................................................................................................................6 2. 758 9anual...................................................................................................................6
2.1 : ne# tic.et........................................................................................................................................ 6 2.2 !eassi-nin- tic.ets ........................................................................................................................... 6

;. +endin- 2uestions.........................................................................................................'
;.1 <eneral.............................................................................................................................................. ' ;.2 +endin- 2uestions to the customer.................................................................................................... ' ;.; +endin- 2uestions to other people #ithin 549 or-anisation...............................................................'

4. :ttachments...................................................................................................................(
4.1 To "i- attachment.............................................................................................................................. ( 4.2 +endin- attachments to customer...................................................................................................... (

6. :ns#ers from customer.................................................................................................&

6.1 :ns#ers from customer via 758........................................................................................................ & 6.2 :ns#ers from customer via 9ail........................................................................................................ &

6. =ther helpdes.s and teams.........................................................................................10

6.1 =ther teams> sendin- tic.ets............................................................................................................ 10 6.2 =ther helpdes.s> returnin-............................................................................................................... 10

'. :ns#erin- and fi)in- tic.ets........................................................................................11

'.1 <eneral............................................................................................................................................ 11 '.2 :ns#erin- throu-h 758................................................................................................................... 11 '.; =ther #a s of ans#erin-.................................................................................................................. 11 '.4 Partial ans#ers in solution................................................................................................................ 11

(. +tatus definitions.........................................................................................................12
(.1 *e#.................................................................................................................................................. 12 (.2 !eceived.......................................................................................................................................... 12 (.; =pened............................................................................................................................................ 12 (.4 Pendin-............................................................................................................................................ 12 (.6 Fi)ed................................................................................................................................................ 12 (.6 ,losed.............................................................................................................................................. 12

&. +everit handlin-.........................................................................................................1; 10. Field description ........................................................................................................14

10.1 The upper field: ............................................................................................................................. 16 10.2 The lo#er field:............................................................................................................................... 16 10.; The <eneral ta"............................................................................................................................. 1' 10.4 The ,ustomer ta"........................................................................................................................... 1&

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10.6 The +olution ta"............................................................................................................................. 21 10.6 The 9ail folder.............................................................................................................................. 2; 10.' The +upervision folder................................................................................................................... 24 10.( The 8istor folder........................................................................................................................... 26 10.& The ,onnect folder......................................................................................................................... 26 10.10 The +plit folder............................................................................................................................. 26 10.11 ,reate 5n2uir ............................................................................................................................... 2'

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1. !ntro"uction
This is a manual for ho# #e can use 758 <old so it #ill help us in our #or.. 5nstead of savin- all the different documents in one> #e have created lin.s to the most important and some other useful documents. 5n the chapter a"out Field description #e have pictures and information a"out the different folders and fields in 758.

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2. #!H $anual
2.1 A ne% tic&et. 2.1.1 Opening the ticket
:ll tic.ets should "e created " a 8P helpdes.. Tic.ets can also "e lo--ed " other local helpdes.s> or su"mitted " the end user via a #e" form. The tic.et #ill initiall "e assi-ned to our team?s dispatcher in status !eceived. =pen it " dou"le clic.in- on the tic.et. 7hen ou start to #or. #ith the tic.et> chan-e the status to =pened and press +ave. The tic.et #ill no# "e assi-ned to ou> and it #ill "e loc.ed " ou. 5f someone else tries to open it> the #ill -et a messa-e.

2.1.2 Checking the ticket

7hen ou have opened the tic.et> ou should chec. that the classification is ri-ht. 5f not> chan-e it. + stem> + stem ,omponent> +ervice and +ervice =ption should "e filled in. These parameters are used for creatin- statistics and "illin- information> ou should have instructions from our deliver or-anisation on ho# to use them. :lso chec. that the tic.et reall is a"out our s stem> and that all relevant data is provided.

2.2 Reassi'nin' tic&ets 2.2.1 Returning a ticket to the team who sent it
5f ou #ant to return a tic.et to the team #ho sent it> first chec. in the #or.lo- #hich that team is. Then press the !eassi-n "utton. : ne# #indo# #ill open. Press the !eturn "utton. This #ill -et ou a list of the teams that has handled the tic.et. +elect the one ou #ant and press =@. For 8P teams this mi-ht not al#a s #or.. 5n that case> open the team list> and select from it.

2.2.2 Auto-reassign a ticket to another team

,han-e s stem to the s stem ou #ant to transfer the tic.et to> press auto reassi-n

2.2.3 Reassigning a ticket to a colleague

7hen ou don?tA have the time or the .no#led-e to handle a tic.et ourself> set our collea-ue as A:ssi-ned toA.

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(. )en"in' *uestions
(.1 +eneral
Bse the mail function in 758 #hen sendin- 2uestions to the customer. 9ost people #ould li.e to do a Arepl toA on the mail the receive> than it #ill come ri-ht "ac. to our mail"o) and "e lo--ed in 758.

(.2 )en"in' *uestions to t,e customer

+end the 2uestion " open the mail-ta" and use the mail function in 758> and set status to CPendin-?.

(.( )en"in' *uestions to ot,er people %it,in !-$ or'anisation

+end the 2uestion " mail and lo- it in the #or. lo-. =r use the mail function in 758. @eep status C=pened?.

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4. Attac,ments
4.1 .o bi' attac,ment
5f 8P receives an attachment that is too "i- to "e handled in 758> 8P sends the attachment to the DDTP5,: mail"o). :s su"Eect 8P use the 758 tic.et num"er.

4.2 )en"in' attac,ments to customer

5f ou need to send an attachment to the customer> send it to 8P. 9ar. the mail F:ttachment to case 758GGGGGGGGH and e)plain to 8P that is it needs to "e sent out.

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/. Ans%ers 0rom customer

/.1 Ans%ers 0rom customer via #!H
5f a customer does a repl on the mail from 758 the ans#er #ill end up in the mail-flap and sho# Dmails. *ote that the status #ill not "e chan-ed the tic.et #ill still "e in status pendin-. Iou #ill receive a mail from 758 that the customer has come "ac. #ith an ans#er.

/.2 Ans%ers 0rom customer via $ail

5f 8P received a mail repl from customer the #ill put the ans#er in the #or. lo- in 758. The #ill also send ou a mail that customer has -ot "ac. #ith an ans#er. The status #ill still "e in status pendin-.

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6. 1t,er ,elp"es&s an" teams

6.1 1t,er teams, sen"in' tic&ets
5f ou need to send a tic.et to another helpdes. ou should complete the re2uest as usual> prefera"l in Dn-lish. Press A:uto !eassi-nA and 758 #ill find the correct helpdes. "ased on + stem. 7hen ou clic. on save the tic.et #ill "e transferred.

6.2 1t,er ,elp"es&s, returnin'

=pen the re2uest and clic. on the C7or. lo-? "utton> and ma.e a note of #hich CTeam? re-istered the re2uest. 5n the C!eassi-n !e2uest? #indo# ou should no# have the option C!eturn? in the lo#er left corner. Press it and enter the team noted in the C7or. lo-? under CTeam?.

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2. Ans%erin' an" 0i3in' tic&ets

2.1 +eneral
There are several #a s to ans#er the customerJ all of them should "e lo--ed.

2.2 Ans%erin' t,rou', #!H

The easiest #a is to enter the solution in the C+olution? field and then set the tic.et to fi)ed. 9a.e sure that the C*otif customer? chec."o) is tic.ed :*D that the user has a valid mail address in the C,ustomer? ta". :nother #a is to -o to the folder C9ail? and choose in CTo? #ho should stand as the receiver$s. Dnter a C+u"Eect? and a C9essa-e?. 4 pressin- this ou ma choose C+olution? and thus the te)t entered in the C+olution? field in the folder C+olution? /please see 10.61 #ill "e entered in the C9essa-e? field. ,lic. on +end #hen read .

2.( 1t,er %ays o0 ans%erin'

5f ou ans#er the customer " mail ma.e sure to cop the mail header #ith the date and time stamp. 7hen ou paste it into the C+olution? field> unchec. the C*otif customer? chec."o) "efore settin- the tic.et to fi)ed. 5f the mail has "een handled " "ac. office> cop the mail header and add the full entr in the #or. lo"ut ma.e sure to "lan. out #ho handled it "efore for#ardin- it to the customer. *DVD! put pass#ords in the A+olutionA field. 5f a ne# user has "een added t pe: ABser id and pass#ord sent to the customerA in the A+olutionA field. 5f ou have -iven the user a ne# pass#ord put A*e# pass#ord sent to the customerA.

2.4 4artial ans%ers in solution

5f a partial ans#er has "een sent to a customer this should "e lo--ed in the A+olutionA filed althou-h the tic.et isnAt solved et.

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5. )tatus "e0initions
5.1 6e%
: tic.et has status ne# #hen itAs "ein- created> lo--ed for the first time. : mail #ill "e sent " the s stem to the customer #hen the tic.et -oes from ne# to C!eceived?.

5.2 Receive"
: tic.et has status received #hen it has "een ne#l created or #hen it has chan-ed teams. : tic.et #ith status received is not "ein- #or.ed on.

5.( 1pene"
: tic.et has status opened #hile it is "ein- handled " the A:ssi-ned toA> or if the A:ssi-ned toA has sent a 2uestion to some"od outside the "ac. office or-anisation> a person #ho canAt "e assi-ned to the tic.et>

5.4 4en"in'
: tic.et has status pendin- #hen #aitin- for a repl from the customer or customers associate.

5./ 7i3e"
: tic.et -ets status fi)ed #hen it is considered solved. 5t #ill remain in status fi)ed in ten da s and after that the status #ill automaticall "e chan-ed to closed. : mail #ill "e sent " the s stem to the customer #hen the tic.et is set to fi)ed.

5.6

lose"

: tic.et #ith status closed cannot "e reopened. 5f the customer #ants to continue #ith the tic.et a ne# have has to "e created #ith a reference to the old one.

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8. )everity ,an"lin'
*ormall severities is lo--ed accordin- to follo#in-

)9V9R!.: / Demands K +u--estions )9V9R!.: 4 Bser have pro"lems #ith the application Pro"a"le$confirmed s stem failure for medium-standard applications after office hours /applications not monitored " D=!1 )9V9R!.: ( + stem failure for medium-standard applications durin- office hours. Br-ent application pro"lems for numerous users Pro"a"le s stem failures /sent to 4ac.=ffice1 )9V9R!.: 2 ,onfirmed s stem failure for hi-h-standard applications /24hrs ever da 1. +everit 2 can onl "e lo--ed if the application is operated " <5+ and Dail =perations !esponsi"le

)9V9R!.: 1 +everit 1 cannot "e lo--ed for an application. This is not used " eGact support. This onl concerns net#or. failures etc.

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10. 7iel" "escription

7e have here pictures and e)planations on the fields in 758 <=LD.

+,8D9: DD+,!5PT5=* The schema 758-!e2uest is the main schema in the 758 s stem. The schema is opened from 758-+tart " pressin- the "utton New request.
The re2uest form in 758 <old is "uilt on pa-es. : pa-e is a folder that #ill "e visi"le or hidden dependino the permission the user has -ot. +hort description of the "uttons

=pen *e# !e2uest *e# +earch +ave +ave and *e)t Print Print Previe# !eport 7hat?s thisM +ho# transactions 3uic. code

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Print re2uest !eference 4oo. !e2uest Template

9odif customer *e# customer

10.1 .,e upper 0iel";

!e2uest id: +tatus: +everit :

The actual re2uest num"er> #hich the ne# re2uest #ill -et. 7hich status the ne# re2uest #ill receive. !eceived> =pen> Fi)ed and ,losed +ets the severit of the case. /Lin. to document a"out severit P:,-01:000&661

,ustomer-id Last name: First name: ,ompan :

5dentit of the customer reportin- the re2uest The last name of the customer. The first name of the customer. The compan on #hich the customer is located

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10.2 .,e lo%er 0iel";

:uto !eassi-n:

Dependin- on #hich team has "een set in the field + stem> #hich is descri"ed on the pa-e for the flap <eneral> this "utton automaticall sets #hich Team #ill receive the re2uest. +hould "e usedN Displa s #hich re-ion in the #orld #here the handlin- team is located. : +upport Bnit consists of several teams> and this field sho#s in #hich unit the current team is located. *ame of the receivin- team in the current +upport Bnit. Displa s if the re2uest #ill "e assi-ned to the Dispatcher or an actual person in the receivin- team. Press this "utton to displa a menu for choosin- the team$person #ho are to receive the re2uest. Press this "utton to reset the !e-ion> +upport Bnit and Team to their ori-inal values. 5f set to es> no one "ut the !esponsi"le team can reassi-n it to another team. Displa s the 7or. Lo- #here ou can enter notes a"out the current re2uest.

!e-ion: +upport unit:

Team: :ssi-ned to:

!eassi-n:

!eset: Tie to Team: 7or. Lo-:

$enu s,o%n %,en pressin' t,e <Reassi'n= button; !e-ion: +upport unit: Displa s #hich re-ion in the #orld #here the receivin- team is located. : +upport Bnit consists of several teams> and dependin- on #hich unit ou choose> ou?ll -et a list on teams in the chosen unit. *ame of the receivin- team in the current +upport Bnit. Displa s if the re2uest #ill "e assi-ned to the Dispatcher or an actual person in the receivin- team.

Team: :ssi-ned to:

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:ttachments:

Bp to five attachments can "e added here> the ma)imum siOe for an attachment is 600 @4. 4 clic.in- on ri-ht mouse-.e in this #indo# and choose :dd attachment then a file mana-er is opened and ou choose a file on a local dis.. This file should "e moved directl or #ith a small dela of 10-20 minutes> "ut #e have e)perienced a dela up to an hour> so it is recommended to .eep the files on the computer at least until the ne)t da .

10.( .,e +eneral tab

+ stemP: +erviceP:

Dnter here #hich application the current re2uest concerns. +elect here the su"Eect for the re2uest.

System Analysis Code: The anal sis codes in the drop-do#n-list are predefined for the s stem that have "een chosen

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Service Analysis Code: The anal sis codes in the drop-do#n-list are predefined for the service that have "een chosen !e2uest T pe: re2uest is. Product: +LD !eference: +hort Description: *ote: Description: +ource: 5nvoice: *otif ,ustomer: Fi)ed. ,reate 5n2uir : Dependin- on #hich +ervice ou?ve chosen> this sho#s #hat t pe the current

+ho#s #hat of .ind of application ou?ve chosen in + stem Displa s the document num"er to the +ervice Level Description Dnter here a short description of the re2uest. 5f needed> ou can here enter a short note. Dnter here a more detailed description of the re2uest. +elect here #hich mean of communication #as used #hen re2uest #as received. 5f set to es> the customer is invoiced. 5f this is set to es> the customer #ill receive a mail if +tatus is set to !eceived or

5f a customer has called several times re-ardin- a re2uest> this can "e set to in order to -enerate a list of ever call> instead of lo--in- an entirel ne# re2uest.

> ? $an"atory

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10.4 .,e ustomer tab

10.4.1Customer information bo
Department Location oom!no "#one!no *ame of the department #here the customer #or.s The -eo-raphical location of the customer?s place of #or.. ,ustomer?s room num"er at the place of #or.. ,ustomerAs telephone num"er at #or.. The phone num"er must "e entered #ithout "lan.s> /li.e Q12;466Q not Q12 ;4 66Q1. ,ustomer?s D,* num"er

$CN No

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%o&ile No ' (e& )ey $!mail!address Customer details Customer Country Account Code *+ site Customer,s

,ustomer?s mo"ile phone num"er This is under investi-ationR5f someone .no#s tell us> please D-mail-address of the customer #here the messa-es are to "e sent. 9iscellaneous information a"out the customer ,ustomer countr . Department?s account code +ite equests +ho#s all the customer?s re2uests

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10./ .,e )olution tab

Customer!id System:

5dentit of the customer reportin- the re2uest The name of the s stem> same information as under the <eneral ta"> " enterin- a couple of letters then all s stems "e-innin- #ith this #ill "e sho#n The services in the drop-do#n-list are predefined in 758> same information as under the <eneral ta". The anal sis codes in the drop-do#n-list are predefined for the s stem that have "een chosen

Service:

System Analysis Code:

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Service Analysis Code:

The anal sis codes in the drop-do#n-list are predefined for the service that have "een chosen This value can not "e set manuall > it is connected to the +ervice that have "een chosen Bp to five attachments can "e added here> the ma)imum siOe for an attachment is 600 @4. 4 clic.in- on ri-ht mouse-.e in this #indo# and choose :dd attachment then a file mana-er is opened and ou choose a file on a local dis.. This file should "e moved directl or #ith a small dela of 1020 minutes> "ut #e have e)perienced a dela up to an hour> so it is recommended to .eep the files on the computer at least until the ne)t da . 9andator field #hen settin- the case to fi)ed. 5f *otif customer under folder <eneral is set to Ies then the te)t in this field #ill "e sent to the customer #hen settin- the case to Fi)ed. 5f *otif customer is set to Ies> and the case is set from *e# to ,losed> then the information that is t ped in this field is not sent to the customer 5f the person that have #ritten the solution consider that this solution can "e re-used> then " clic.in- on this "utton a mail is sent to a person that decide if the solution should "e added to the solution "ase. 7hen ou clic. on this "utton nothin- happen on our screen> this is normal. 7hen clic.in- in this field ou can see all saved solutions "elon- to the same + stem and +ervice as this case. 4 selectin- a solution in the list to the left and clic.in- on this "utton then the +olution field is automaticall filled in. 4 selectin- a solution in the list to the left and clic.in- on this "utton then ou see the Details of the selected solution 8ere it is possi"le to search solutions for all s stems in 758

equest type:

Attac#ments:

Solution:

"ropose solution:

Solution S#ort Description -ield: .se solution:

Details:

Searc#:

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10.6 .,e $ail 0ol"er

Iou can use this "o) to send mail throu-h 758.

!O"#$

A-ter you #ave -illed in all data / you need to press t#e &utton S$ND0 a-ter t#is press SA1$ / or else t#e messa2e will not &e sent. To #hom ou #ish to send a mail to. Drop-do#n list. /i.e. :ssi-ned to> ,reator> ,ustomer in re2uestR1 The address to this person S if the address doesn?t pop up automaticall > ou need to #rite it in manuall and press D*TD! for the address to pop do#n to the field eceiver List *=TDN : mail #ill not "e sent if the address is not in eceiver List.

+o

%ail Address

eceiver List Su&3ect Line %essa2e

The address$addresses of the person$s ou #ill send the mail to. ,hoose from drop-do#n list or$and add information manuall " clic.in- FRH :dd information to mail from drop-do#n menu or$and add personal messa-e " simpl t pin- in te)t Templates for automaticall input to field Su&3ect Line and %essa2e. These templates can "e private or default for team or support unit.

%essa2e +emplate

Add4%odi-y "rivate +emplates 8ere ou can ela"orate #ith ou o#n messa-es.

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eminder

: reminder can "e sent out for e)ample #hen status is pendin-. 5t must "e set to FIesH for it to #or. and ou need to fill in all fields a"ove T eminder date !emem"er to clic. F+aveH after input of the data.

eminder date

The date ou #ish the reminder to "e sent. Pic. date under FRH

10.2 .,e )upervision 0ol"er

This folder sho#s active supervises The supervise field is a ta"le field. Ta"le fields contain a predefined data set that ou can refresh #ith the latest data. 9ethod and tools predefine this. 9scalations )tatus Dscalations are time intervals set to tri--er mails to "e sent to a certain receiver or receivers There are 6 levels countin- from *e# date The escalation time is connected to our +LD> support unit and severit . Dven if #e send the tic.et to another support unit> it is still our +LD that is active. This is set " 9KT accordin- to our selection Level U4 if the first escalation not et has ta.en place 4. The first mail> #e can decide #ho #ill -et it. 5t can "e different persons or teams (. +econd mail 2. Third mail 1. Forth mail 0. 8ere #e decide ho# often the mail should "e sent /ever hour> half hourR1 U0 *um"er of times the escalation event has happened

,ount

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10.5 .,e History 0ol"er

5n this folder ou ma see all dates #hen the re2uest has "een chan-ed> or more specificall the chan-e of status made. 5n the picture a"ove ou?ll see that the a"ove re2uest #as created 2001-11-02 1;:41 " edtm sv in CTeam? DPD9 Front =ffice> and saved 2001-11-02 1;:4;. !emem"er: Iou?ll onl see the status chan-es in this folder> not all individual +aves. For that> chec. the C7or. lo-? /see 1;.21 The C+ stem lo-? displa ed in the lo#er ri-ht part of this #indo#> sho#s more technical chan-es to the re2uest> such as #hich severit the re2uest has "een set in. The CFrom Date? field in the lo#er left corner -ives ou the a"ilit to edit the date> of #hich a status has "een chan-ed in. !e2uirements for this procedure are as follo#s> /ta.en directl from 7581: F5f ou #ant to chan-e the CFrom Date? for a specific line in the a"ove 8istor lo-> ou first have to select the line " a Fclic.H. This action #ill cop the date to this field> #here ou no# ma chan-e its value. I=B 8:VD T= P!D++ !DTB!* 5* =!DD! T= BPD:TD T8D 85+T=!I L=< 75T8 T8D *D7 V:LBD. *otice> that the ne# date value must "e later than the CFrom Date? of the precedin- line and earlier than the correspondin- date of the line that follo#s.H

10.8 .,e onnect 0ol"er

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10.%.1Connect information bo
Iou can use this "o) to connect the re2uest and$or to see if the re2uest is connected to other/s1 re2uest. Bsuall used #hen ou have man re2uest and the same ans#er or solution to all.

5ri2inal request *D Current connected duplicate(s)

=ri-inal re2uest 5D or sometimes called F9other tic.etH +ho#s the current connected re2uest or sometimes called F,hild tic.etsH 5f ou clic. here can ou see a list of the potential duplicates ou can connect this re2uest #ith.

"otential Duplicate(s)

10.10.,e )plit 0ol"er

10.10.1

&plit information bo

Iou can use this "o) to split up a re2uest and create a ,hild re2uest. Bsuall used #hen one re2uest contains man different pro"lems and ou need to separate them and #or. #ith them individuall .

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"arent request *D 5pen equest equest(s) equest(s)

Parent re2uest 5D or sometimes called F9other tic.etH 5f ou clic. on this "utton opens the re2uest ou have mar.ed +ho#s the current ,hild tic.et/s1 5f ou clic. here can ou create a ,hild tic.et "ased on the Parent

Current C#ild Create C#ild !e2uest.

Disconnect C#ild

equest

This "utton appear onl #hen ou have a ,hild re2uest and ou #ant to separate it from the Parent !e2uest. 5f ou clic. here it #ill "e an independent re2uest #ithout an connection to other re2uest.

10.11 reate !n*uiry

Iou have an case and a customer calls and #onder ho# the case is pro-ressin-. ,lic. on the radio "utton for 5n2uir and #rite in the #or. lo- #hat chan-es have "een made. This #ill sho# histor on ho# man times the customer has called +e the 5n2uir lo- under 9iscellaneous.

Document: Folder: Version: v1.0

Date: 2004-02-16