ZyXEL Issue Tracking System Public GUI. User s Guide

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1 ZyXEL Issue Tracking System Public GUI Jul 05, 2006 Version 1.6 User s Guide 1 of 22

2 Preface This preface introduces you to the ZyXEL Issue Tracking System and shows you how you can get services and supports from ZyXEL Communications Corporation via this System. About the ZyXEL Issue Tracking System There are two parts of the Issue Tracking System. One is the Support Staff GUI, from where, support staff can manage all the tickets created from customers; another is the Public GUI, which is used by customers to report issues, search knowledgebase articles, track the status of the reported issue, and get ticket replied with solutions. User s Guide Feedback Help us help you! Please all ZyXEL Issue Tracking System and the User s Guide related comments, questions, or suggestions for improvement to support@zyxel.com.tw. Thank you! 2 of 22

3 Revision History Version Author Date Notes 1.0 Tiffany Pan Aug 01, 2004 First release of the ZyXEL Issue Tracking System Public GUI User s Guide. 1.1 Tiffany Pan Oct 15, 2004 Add item 4.4 and Paul Liu Jan 25, 2005 Edit item 3.2, 4.1 and 4.4 Delete item 5.3 and Paul Liu Oct 20, 2005 Delete Chapter 2 Delete item 5.2 Add Chapter 4 Edit item Paul Liu Dec 29, 2005 Edit Paul Liu May 25, 2006 Add Item 1.2 Edit Item Paul Liu Jul 05, 2006 Add Item of 22

4 Table of Contents Chapter 1 User Account 1.1 How to get an account User s Profile Definition How to login to ZyXEL Issue Tracking System How to update your account information What to do if I forget my password...9 Chapter 2 Open a Ticket 2.1 How to open a new ticket? How to attach files with the ticket...12 Chapter 3 Track Open Tickets 3.1 How to track your opened tickets How to reply a ticket How to close a ticket How to view tickets wit status Resolved Customer Satisfaction Survey...16 Chapter 4 Useful Information 4.1 What are the different Tickets status types and what do they mean? Severiy Level Definition...21 Chapter 5 Known Issues 5.1 Can I modify the ticket receivers of 22

5 Chapter 1 User Account 1.1 How to get an account Currently, we don t allow customers to register new accounts from the Public GUI ( ZyXEL CSO will create and send the login name and password to our partners. If you have any question regarding a new account, please contact us by sending an with subject as ITS new account request, to support@zyxel.com.tw alone with information below. a. First Name b. Middle Name c. Last Name d. Profile (Tech. Manager or Engineer) e. Company Name f. Company Address - Street Address - City - State/Province - Zip/Postal Code - Country g. Phone Number h. Fax i. j. Company Website 1.2 User s Profile Definition Basically, there are two Account s Levels Tech. Manager and Engineer The first level lets Tech. Manager monitor issues handled by all the engineers in the company. For engineer level, it is possible to set view permissions between Engineers, this will permit for instance, a colleague to take a day off and all the issues belong to him/her can still be tracked closely by his/her colleagues without switching the ownership. 5 of 22

6 Below is a sample about Engineer s View permission Imagine that we have three engineers in our Company (Albert, John and Edwards) Albert John Edwards Albert - Read Only Full John Read Only - Full Edwards None None - None: There is no access. Read Only: It only allows an engineer to view other engineer s ticket. Full: It allows an engineer to view other engineer s ticket and also to reply it. Following the above Engineers View permission We can say: Albert can view John s tickets, but can t reply them. Albert can view Edwards s tickets and also do the reply action. John can view Albert s tickets, but can t reply them. John can view Edwards s tickets and also do the reply action. Edwards can neither view Albert s tickets nor John s tickets. Note: There is not necessary to set the Tech. Manager View Permission, since he/she can view all Engineers tickets. 6 of 22

7 1.3 How to login to ZyXEL Issue Tracking System Go to URL: to open the home page of ZyXEL Issue Tracking System. The Login section is on the lower left side of the home page. Please type in your address and password and then press on the Log in button. 1.4 How to update your account information After logging into your account, clicking on the My Account link in the Main Menu will bring up the page, which allows you to either modify your contact information or change your password. If you modify the contact information, clicking on the Update Account button will save the changes. If you modify the password, clicking on the Change Password button will save the changes. Note: You can modify either contact information or change your password at a time. 7 of 22

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9 1.5 What to do if I forget my password From the ZyXEL Issue Tracking System home page, clicking on the Forgot Password? link in the lower left corner brings up the following page. Please follow the below procedure to get a new password: Go to the Forgot Password section and fill in your address, then, click on the Send Confirmation button. You should receive an from ZyXEL Issue Tracking System alone with the Confirmation Code. Once you get the confirmation code, you can now go to the next section, Have a Confirmation Code?, and fill in your address, the confirmation code, new password, and confirm password, then, click on the Update Password button. Now, you should be able to access the ZyXEL Issue Tracking System. 9 of 22

10 Chapter 2 Open a Ticket 2.1 How to open a new ticket? You are not allowed to create a new ticket without logging in to the system. If you click on the Open a Ticket link without logging in to the system, you will receive a message saying Currently Not Logged In. So, please login first. Please follow the below procedures to submit a new ticket: Log into your account. Click on the Open a Ticket link from the Main Menu. Select Support as the destination and a new ticket form will be brought up. Fill in all the required fields and provide as much information as possible to speed up the process of solving your problem. Firmware/Driver Version field is a required field. This information is very import for us to solve your problem and to get the statistics; therefore, please fill in the correct and whole firmware/driver version. For example: V3.40(GJ.4)C0 is a firmware version for Prestige 645R-A is the driver version for ZyAIR G of 22

11 Other required file is the Severity Level that will tell us how critical is the issue you report us. When selecting either Critical or High, it will be appreciated if you can tell us your business impact or background in that issue. For more information please refer to the section 4.2 Severity Level Definition to have an idea about the meaning of each level. Finally make a click on the Send Ticket button to submit your request. After the ticket is sent, you will get a confirmation as below. And an notification will be sent to your account automatically as well. 11 of 22

12 2.2 How to attach files with the ticket The new version (3.10pr) of Issue Tracking System does support both file attachment functionality and browsing attached files. So you are able to send attach files from Public GUI. First, just make a click on Open a Ticket in the Main Menu to open a ticket. You will see at the bottom of page two fields that will let you choose and attach up to two files per ticket. 12 of 22

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14 Chapter 3 Track Open Tickets 3.1 How to track your opened tickets Clicking on the Track Tickets link from the Main Menu will bring up all the opened tickets created from you on the right panel. Clicking on either the ID or the Subject will bring up the detail information of the ticket. 3.2 How to reply a ticket Click on the ID or the Subject of a ticket to open it in a detail view. Scroll down to the bottom of the ticket, the area of Reply to Ticket is where you can provide your comments. Then, click on the Send Reply button to send it out. 14 of 22

15 3.3 How to close a ticket In order to close a reported issue, we need your confirmation replied via the Issue Tracking System. However, if we do not receive any confirmation from you in two days, we will assume that you are satisfied with the solution we provided and close the ticket. Of course, after a ticket is closed, if you still have any concern, we can always reopen the ticket per your request (by replying the ticket). 15 of 22

16 3.4 How to view tickets wit status Resolved To review the Resolved tickets you may click on Track Tickets on the Main Menu. Choose Track Closed to review all the tickets with the status Resolved. 16 of 22

17 To see the detail information you may click on the ID# or Subject of the ticket. 17 of 22

18 3.5 Customer s Feedback Survey In order to improve our Support Quality we would like to know about your comments in regard to close tickets. You may find a post-survey placed next to each Ticket Subject when the status is Resolved. Note that you may only leave your feedback only one time unless the ticket is reopened and resolved again. 18 of 22

19 Chapter 4 Useful Information 4.1 What are the different Tickets status types and what do they mean? In the Issue Tracking System platform, there are 10 different status types. These include: New, CSO, Responded, FCS fw In Progress, Customer Info needed, PM, SALES, RD, Customer date fw confirmation, Reopened, and Resolved. New The 'New' status is the default status when a Customer posts a new issue on Issue Tracking System. It signifies that it is 'New' and generally means no action has been taken upon it yet. CSO The 'CSO' status means that CSO Engineers are either finding out the root cause or are making some tests to verify any issue reported by Partners. Responded It's the default status when a reply is sent to the customer and it also means that our support members are working upon the ticket. FCS fw in Progress The FCS fw In Progress status is settled up when the customer has gotten a temporary date firmware from ZyXEL CSO, confirmed it remedies the reported problem and waiting for official FCS Firmware release. Cust. Info needed The Cust. Info Needed status means that ZyXEL CSO is awaiting either any information or confirmation from the Customer in order to continue making progress on that issue. PM The ticket gets into this status basically when a decision has to be made by the respective product manager. 19 of 22

20 SALES The "SALES" status stands for the ticket is waiting for the respective sales manager in order to make a decision. RD RD is when the ticket is held by R&D department, working on any new feature or fixing bugs. Cust. Date fw Confirmation It means ZyXEL CSO has sent a date firmware to Customers, and it is waiting for their confirmation as well. Reopened When a ticket is marked as resolved and a Customer responds, the default status that the ticket will be set to will be 'Reopened'. This just means that the ticket has been reopened by the requester. Resolved When a ticket is set to a 'Resolved' status, it means that a resolution has been found to the ticket and it no longer needs anymore work done to it. Note: 1-All the back and forth messages of any ticket will automatically send a copy to the customer address. If the ticket is marked as "resolved", you are able to view and reopen the ticket just by replying the resolved ticket. 2-It is impossible to change the ticket status from Customer GUI. There is just an exception explained previously in the above item (when you reply a resolved ticket). 20 of 22

21 4.2 Severiy Level Definition Critical A severity 1 issue is a catastrophic production problem that may severely impact the client's production systems, or in which client's production systems are down or no functioning. High A severity 2 issue is a problem where the client's system is functioning but in a severely reduced capacity. Medium A severity 3 issue is medium to low impact problem which involves part I non-critical functionality loss. This includes documentation errors. Low A severity 4 issue is for a general usage question or recommendation for a future product enhancement or modification. 21 of 22

22 Chapter 5 Known Issues 5.1 Can I modify the ticket receivers No. In this version of the Public GUI, there is no way to add or modify ticket receivers. The ticket will be sent to ZyXEL Customer Support Organization automatically. 22 of 22