Support Customer Information

Transcription

1 Support Customer Information Version: 1.3 Creator : CENIT Support Team Creation Date : Update Date :

2 Dear Customer, with this document we d like to inform you about the approach and procedure of registration at the CENIT Online-Helpdesk and the basic administration and application methods for new customers. 1. Table of Content 1. TABLE OF CONTENT ACCESS TO THE ONLINE-HELPDESK FEHLER! TEXTMARKE NICHT DEFINIERT. 2.2 ONLINE / BROWSER ACCOUNT CREATION LOGIN FOOTPRINTS HOME - SECTION CREATING A NEW CALL Submit a new Request Your Personal Information Call Information Notifications & Description Attachments UPDATE CALLS Update via Update via FootPrints SEARCH FUNCTION PREFERENCES QUESTIONS & SOLVING PROBLEMS

3 2. Access to the Online-Helpdesk There are two possible options on how to reach and access the helpdesk. You may choose by personal preferences Online / Browser 3

4 3. Account creation Support Customer Information To create a new account, please use the link Create a new account at the login mask. In the new window please fill in your address and personal password. Be sure that the Passwords properly match field shows yes with a check mark ( ). If there is a red cross ( ) the passwords do not match, so please fill them both in again. When you are ready click the GO button and you will be registered and have access to our helpdesk system. 4

5 4. Login To login our system, please head to and put in your username ( address) and your personal password. If you like you can tick the check box so that you will be automatically logged in every time. 5. FootPrints The CENIT online helpdesk system FootPrints gives you a variety of options. Some of them will be discussed in the following. Status information about the call will be send to you by . The contains information about changes and/or new entries since the last edit. In addition there will be a link in the which you can use to directly head to the call where you will be able to add information s or look at the history of the call. We hope that you, as our customer, will learn to appreciate the online helpdesk as a State-of-the-Art tool. 5

6 5.1 Home - Section Here you will see an overview of all your opened calls. Clicking on the link ([more ]) at the end of the title will reveal a more detailed title and some more links. Using the first link Description will open a new window with a brief description of the call. From this view you can switch to the Full Details page which contains all detailed information about the call. The Full Details can also be accessed by the Details link on the overview page or the title link. To fast navigate between calls you can use the arrows ( ) at the bottom of the window. 6

7 5.2 Creating a new call Via the Button New Request you are able to create a new call. All fields which are marked red and with an asterisk (*) are mandatory and need to be filled in with an appropriate text. As soon as you completed filling in all the needed information you can submit the call by clicking on either button ( ) on top or on the bottom of the page Submit a new Request Please write a short but concise title, which describes best the problem you are having, in the likewise called field in the Submit a new Request section. Furthermore you have to decide which priority the call should have. Normal is prefilled as standard. The following matrix may help you decide the correct priority which depends on the impact and urgency the call has. Impact (Impairment of business continuity) Urgency (Effect on deadlines) Priority minor considerable significant minor considerable (deadlines at risk) significant (deadlines no more meet able) Low / date on appointment Normal Urgent Your Personal Information In the Your Personal Information section, your personal data will be automatically prefilled with the information of your account. The field Alternate Address can be used to add more information on how we may contact you e. g. alternative phone number. 7

8 5.2.3 Call Information In the Call Information section you have to choose a category (e.g. Software-Product). As soon as you have chosen one you will be able to see a new field where you can choose a subcategory. We kindly ask you to fill in the information about the versions of your products and operating system. Through categorizing your call there will be an automatic assignment to the correspondent support group at our CENIT support Notifications & Description The Notifications section can be used to add other addresses of people you want to have a copy of the call information. In case you want to add more than one person you have to separate the addresses with a space. In the text area of the Description section you need to write an exact and detailed description about the occurring problem. There can be added some Additional Description in the likewise called section which are always seen working with the call and have no timestamp. 8

9 5.2.5 Attachments With the Attachments function you can add different files which may help in solving the problem (e. g. Screenshots or Log files). You are able to add more than one file but each with a maximum of 5 MB. 5.3 Update Calls There are two options on how to update a call: Update via You may answer your directly with the build-in function of your program but be sure to leave the subject in the form as it is. This is important so that it can be correctly assigned and dispatched. Your will be automatically transferred to the Description field of the call Update via FootPrints In FootPrints you need to use the Link Update which shows up on clicking the link [more ] in the Title column. If you are not able to see the update link you have insufficient rights to edit calls. In the following section you will see all of your already filled in data. The section Description and Attachments can be used for adding new information and files which are vital on solving the problem. 9

10 5.4 Search function With the search function in footprints you can seek for calls, keywords or names. If this is insufficient for you it is possible to use the advanced search section which offers you a lot more search criteria and options. 10

11 5.5 Preferences Under Preferences you are able to change basic features like passwords, time zone, language, and more to your liking. 6. Questions & Solving problems If there are still questions about the helpdesk and/or other problems feel free to contact us and we will enjoy helping you in your case. Of course you may also call us under the central telephone number for our CENIT support center: +49 (0) Best regards Support Team 11