Command Alkon. esupport Customer Guide

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1 Command Alkon esupport Customer Guide June 24,

2 2010 Command Alkon Incorporated. All rights reserved. Command Alkon Incorporated believes the statements contained herein are accurate as of the date of publication of this document. HOWEVER, COMMAND ALKON INCORPORATED HEREBY DISCLAIMS ALL WARRANTIES EITHER EXPRESSED OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANT OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. In no event will Command Alkon Incorporated be liable for any damages, including any lost profits, lost savings, or other incidental or consequential damage arising out of the use of or inability to use any information provided through this publication, even if Command Alkon Incorporated has been advised of the possibility of such damages, or for any claim by any other party. Some states do not allow the limitation or exclusion of liability or consequential damages, so the above limitation may not apply. This information is not intended to be an assertion of future action. The contents of this document are for informational purposes only and are subject to change without notice. Command Alkon Incorporated expressly reserves the right to change or withdraw current products that may or may not have the same characteristics listed in this publication. Should Command Alkon Incorporated modify its products in a way that may affect the information contained in this publication, Command Alkon Incorporated assumes no obligation whatever to inform any user of the modification. This publication may contain technical inaccuracies or typographical errors. Command Alkon Incorporated assumes no responsibility for any errors that may appear in this manual. This publication is intended only for the direct benefit of users of Command Alkon Incorporated products. This manual may not be used for any purposes other than those for which it is provided. Information disclosed herein was originated by and is the property of Command Alkon Incorporated, and, except for rights granted by written consent, such information shall not be disclosed, disseminated, or duplicated in whole or in part. Command Alkon Incorporated reserves all patent, proprietary, design, manufacturing, use, and reproduction rights. Command Alkon Incorporated 1800 International Park Drive, Suite 400 Birmingham, AL (205) Blazer Parkway Dublin, OH (614) Microsoft and Windows are trademarks of Microsoft Corporation of Redmond, Washington. 2

3 Table of Contents ESUPPORT CUSTOMER TRAINING GUIDE... 4 LOGGING INTO THE COMMAND ALKON ESUPPORT PORTAL... 4 COMMAND ALKON ESUPPORT PORTAL... 6 Listing all Cases for a Site... 6 Call List Filter... 7 SUPPORT CENTER Case Query Add Notes LOGOUT

4 esupport Customer Training Guide This guide introduces Command Alkon s esupport web site. Using esupport, Command Alkon customers can track the status of cases and add notes to cases. Command Alkon esupport allows a customer contact with a web user name and password to perform the following tasks from a web browser: Search for existing cases (by ID, title, condition, status, and creation date) View existing cases Add notes to a case Logging Into the Command Alkon esupport Portal Choose the Command Alkon esupport Portal option is available at URL (there is no www. prefix.) The esupport Help menu option has help for every available screen. Note: Your Login ID/Password setup is case sensitive. Keep this in mind when making your decision. 1. Enter a Customer ID and Password and click the Login button or press the Enter key. 4

5 2. If the Customer ID/Password combination was entered incorrectly or is invalid, the following screen is displayed. 3. Try the Customer ID/Password combination again. If it still fails, call your regular Command Alkon customer support group for a reset of your password. 5

6 Command Alkon esupport Portal Once you have logged into the Command Alkon esupport Portal, all open cases for which you are the primary contact are listed. If there are no open cases created by your login or your login is associated with more than one site, no cases are listed. Continue to the next topic, Listing all Cases for a Site. The Call List filter window provides a pull down list of all your sites. Clicking the Support Center side bar option invokes the case navigation sidebar. Skip to the topic Support Center for specifics. Listing all Cases for a Site You may temporarily change the cases listed on the screen by clicking the Edit button and changing the case filter parameters (see next page). Field Displayed - Meaning ID Your call tracking number. All issues entered into the Command Alkon Call Tracking system are assigned a case number whether they come in through the CA Clerk, CA esupport, or direct call to CA Customer Support. Clicking on the case number will bring up the detail. You may add text to a case, but once the text is saved, it cannot be changed. It becomes a permanent part of the case history. Title A line of text that summarizes the general nature of the case. Condition A case may be Open, Closed, or Open-Dispatch. When the condition is Open, a CA support person has taken individual responsibility for the case. When the condition is Open-Dispatch, the case is being transferred internally. The original case owner retains responsibility for the case until ownership is taken by someone else. Status The status of the case in the problem resolution cycle. For instance, solving, programming, etc. If the case condition is closed, the status will be closed as well. Date The date the case was created. 6

7 Call List Filter The case filter changes only remain in effect during your current session. Once you logout, they are reset. The defaults were changed as follows.. If you have multiple sites, use the pull down list to look at cases for a specific site. You can only query cases for the site selected (no multi-site capability.) which resulted in the following filtered list: Note A condition of Open-Dispatch indicates the case is being moved from one owner to another owner. Because the case has been dispatched to a queue, the transfer of ownership is not immediate. A destination owner must accept the case before it will go back to an Open condition. The case owner who dispatches the case remains the owner until someone else accepts the case. Therefore, case condition either starts with Open or Closed. When the condition of a case is Closed, the case status is also Closed. 7

8 Single clicking a case from the list will show the detail screen. Field Displayed - Meaning Case Number Your call tracking number. All issues entered into the Command Alkon Call Tracking system are assigned a case number whether they come in through the CA Clerk, CA esupport, or direct call to CA Customer Support. Title A line of text that summarizes the general nature of the case. Owner Name of owner. This is typically a person in the Command Alkon Support group. If the owner is WebSupport, the case was entered through esupport, but has not yet been acquired by someone in the Command Alkon Support group. Case Type A reporting field that helps to identify the nature of the call without having to programmatically search the title. Condition A case may be Open, Closed, or Open-Dispatch. When the condition is Open, a CA support person has taken individual responsibility for the case. When the condition is Open-Dispatch, the case is being transferred internally. The original case owner retains responsibility for the case until ownership is taken by someone else. Severity Importance of the case to your operation. The Severity levels of Critical and System Down are available, but should not be used via esupport. Status The status of the case in the problem resolution cycle. For instance, solving, programming, etc. If the case condition is closed, the status will be closed as well. Priority For internal use. Displays blank. Site Name The company name as used in the dispatch and batch support call tracking system. Site ID For dispatch software and mobile signaling customers, this is their customer number. For batch customers, it is the serial number of the batch panel at the site. Site - Address/City,State,Zip The company address as used in the dispatch and batch support call tracking system. Contact - The contact selected from available contacts for the Site Name specified. Phone The contact s phone number. Attachments Any files attached to the case. 8

9 Part Number The software or hardware module relative to the case problem. Rev. Part revision, always blank. Description The description of Part Number. Serial Number Typically the site ID followed by a dash (-). Model Number Typically not used. Warr. End Date Display blank Case History All text activity (including s directly from the case) associated with the case. Activity The logging activity associated with the case. If there is a + (plus) sign beside the activity, you can click the + to expand the text to the full entry instead of just the first three lines. Date The date and time the activity was logged to the case. Who The short name of the person who performed the activity. Description The first three lines of the text associated with the activity. 9

10 Support Center The case query allows you to search by several parameters all cases (open or closed) associated with your site. Use the following steps to access the case query: 1. Log into the Command Alkon Customer Portal as described under the Logging Into the Command Alkon ESupport Portal heading described earlier in this document. 2. Click the Support Center option on the left sidebar menu option. 3. The Case Query option is automatically selected. Case Query If you know the specific case number, you may enter it in the third field of List Cases Where and click the List Cases button. More likely, you will need to go to the next step. You will probably want to search for an old case by finding a word contained in the title as shown here, or by listing all cases with a status of Closed that were Created Since a date of your choice. If more than one case is found, a list is presented. If a single case is found, it is displayed. If nothing is found, you receive the message: No cases found for the query criteria. 10

11 Add Notes The add notes function allows you to update a case regardless of which Command Alkon support representative owns the case. Use the following steps to add notes to an existing case: 1. Use the Search Criteria to find one or more cases to which you want to add notes. 2. Select an existing case from the list. 3. Once the case is up, click the Add Notes option from the left menu sidebar. 11

12 4. Your case number automatically populates the Case ID, and the Notes field is available for you to key-in your text or cut-andpaste from another application. 5. Once you have entered your text, click the Add Notes button and you will be brought back to the Case screen. 6. Your entry appears as follows. You may now logout or use any of the left sidebar menu options. 7. You are returned to the case edit screen where you can log out or use the options on the left side bar menu. 12

13 Logout Always log out of your session to prevent any unauthorized use of the Command Alkon esupport Portal. Use the following steps to log out of the Command Alkon ESupport Portal: 1. Click the Log Out option from the red menu bar. 2. You may now go to another web site or click Go to Portal, to log back into the Command Alkon esupport Portal. 13

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