Application Note SORCUS Support System. Using the SORCUS Support System (Customers)

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1 AN-0137 Application Note SORCUS Support System Using the SORCUS Support System (Customers) This application note gives a short introduction how to use the SORCUS Support System. 1. Purpose To be able to process your support requests faster and clearly listed from now on SORCUS uses a new support system. All support requests (Cases) have their own ID number and will be internally delivered to the corresponding person in our support team. 2. Register Before you can use the support system you have to fill out a registration form. Visit and click the Support link in the content menu on the left side. On the right side then the login-screen appears as shown in picture 01. Click Create Account and fill out the registration form that shows up. Then press the submit button to submit the form to SORCUS. You will soon receive an with your login data. Picture 01: SORCUS Support System login page SORCUS Computer GmbH Seite 1 von 6

2 3. First Login When you login the Support System with your password and username the start screen as show in picture 02 appears. On the right side, below the SORCUS logo, you can see a short welcome text and your address is displayed below, followed by your customer number (in brackets). You have the following options: a. Logout: Logs you out of the support system. b. Create new Case: Create and send a new support request (Case) to SORCUS. c. My Cases: Gives you an overview about all cases ever created. This is the default start page after login. d. Preferences: Make some personal settings for your support account. By clicking the link Show closed Cases or Don t show closed Tickets you can show or hide already closed tickets in the overview. It is also possible to sort the list by clicking on the up/down arrows at the top of each row. Picture 02: Start screen after first login 4. Create a new support Case If you click the link Create new Case you will see a form as shown in picture 03. Please write a detailed description of your problem in the fields Subject and Text. If you have a file that you want to attach to your request (screenshot, SNW32/ARGUS hotline file, etc.) you can do this by clicking the browse-button next to the field Attachment. When a SORCUS Support Team member wrote an answer to your request (via the support system) you will immediately receive an . After submitting the form you will receive a confirmation with your Case number. The new Case will then also be listed in the My Tickets overview. Picture 04 shows an exemplary table of how the My Tickets overview might look after some support requests SORCUS Computer GmbH Seite 2 von 6

3 Abb. 03: Form for new support requests (Cases) 5. Show Case History In the overview My Cases all open (and depending on your personal settings also closed) Cases are displayed. Click the number of the Case for that you have further questions. A history of all correspondence concerning this case is listed and a form shows up as shown in picture 05. Click on the subject links of the message history to see its contents. 6. Write a follow-up If you have any further questions to a current Case or an already closed Case, in the My Cases overview, click the number of the Case for that you have further questions (like shown in picture 04). You will then see a message history followed by an form as shown in picture 05. Fill in the fields Subject and Text and attach a file if you want to. In the dropdown menu Next state you can set the state of the Case after submitting the form. You have the following options: a. open : If your problem was not yet solved and the case should stay opened, or to reopen the Case if it was already closed. b. closed successful : If your problem was solved and the Case can be closed. c. closed unsuccessful : If your problem can not be solved SORCUS Computer GmbH Seite 3 von 6

4 Picture 04: Exemplary table for the My Tickets overview 7. Preferences Click the Preferences link in the main menu to make some personal settings for your support account (see picture 06). You have the following options: a. Language : Select the surface language of your account (English or German). b. QueueView refresh time : Time interval to update your message history. For example, if the SORCUS Support wrote an answer to one of your requests, then you will see it in your history after the time shown here. c. Shown Cases : Amount of cases per page shown in the My Cases overview. d. Change Password : Here you can change your password given to you by the support system to a personal one. e. Closed Cases : You can choose here if you want all Cases (including the closed ones) to be displayed in the My Cases overview or only the currently open Cases SORCUS Computer GmbH Seite 4 von 6

5 Picture 05: Show the history for a Case / Write a follow-up SORCUS Computer GmbH Seite 5 von 6

6 Picture 06: Preferences options 8. History of this document Date Author Rev. Comments RH _0 Initial version SORCUS Computer GmbH Seite 6 von 6

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