Cooper Software Limited

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1 Cooper Software Limited Cooper Software Helpdesk User Guide Publish Date: 02 July 2013 Copyright Notice This document contains proprietary information belonging to Cooper Software Limited may neither be wholly or partially reproduced nor be disclosed without the prior written permission of Cooper Software Limited. Page 1 of 17

2 Table of Contents Table of Contents 2 1. Introduction 3 2. Login 4 3. Submit a New Ticket 5 4. View Tickets Knowledge Base 17 Ioduction Page 2 of 17

3 1. Introduction This document is intended as a quick step by step guide to get you familiar with the Cooper Software Helpdesk and enable you to quickly and easily raise a new ticket and make the most of the useful features provided. Cooper Software will be providing this helpdesk to support customers so that they may raise and track issues that arise from use of Cooper Software applications. Contents of the guide: Login Outlines where to find our helpdesk software and how to login. Submit a New Ticket Lets you register a new issue for our support team to address and outlines how our knowledge base suggestions may be used to provide solutions to your problem. View Tickets Provides a guide to viewing your existing tickets to track the progress being made and to provide any further updates. Closed tickets may also be viewed. Knowledge Base Our knowledge base is a source of reference material containing articles and step by step guides to provide assistance with commonly experienced issues. We strongly encourage our customers to make full use of these articles before raising a new helpdesk ticket. Contact If you experience any issues at all with the helpdesk software then please contact us directly: Telephone: +44 (0) Page 3 of 17

4 2. Login Step 1: Go to in your web browser. Enter your login name which will be your address. Enter your account password. Click the Login button. This will log you in to the helpdesk software so that you may view existing tickets and submit new tickets. Page 4 of 17

5 3. Submit a New Ticket Step 1: Click on the Submit a Ticket box. This will take you to the Select a department page. Alternatively you may click on Submit a Ticket on the upper menu bar. Submit a New Ticket Page 5 of 17

6 Step 2: Select a department from the available options by checking the appropriate radio button. o Further selection may be required to identify the product you require the ticket to be raised for. Click the Next button. This will take you to the ticket details page. Page 6 of 17

7 Step 3: Select a Ticket Type from the dropdown box. Issue: to log errors with supported applications Feedback: to record issues identified during Development and Acceptance Testing phases Change Request: to submit requests for new functionality Select a Priority from the dropdown box. 3 priorities are available: Normal, High & Critical, depending on the severity of the issue. Medium: Standard priority for most issues and requests High: Escalated response required for department-wide or high business-impact issues and requests Critical: Entire system down critical impact on business continuity Record the name of application or add-on that you are reporting the issue with in the Product Name textbox. If known, please include Version number Page 7 of 17

8 Step 4: Select responses as appropriate to your issue or request from the radio button options o These are required fields as their completion helps us better analyse your issue or request upon receipt Environment this refers to the instance of the application you are raising the ticket for. Can issue be replicated in a Test Environment? If initial troubleshooting has been carried out in a TEST or DEV type environment and the error has been replicated this will allow us to progress your issue/request quicker as we will not need to duplicate your own efforts. Available Test Data Please specify any fields/records affected by your issue, again to enable us to identify the root cause of your issue and provide a resolution as quickly as possible. Business Impact how many users/scale of business processes affected e.g Single user affected, Warehouse unable to dispatch, or Application will not load for any user. Page 8 of 17

9 Step 5: Enter a title for the ticket in the Subject box. This should provide a brief but meaningful summary of the issue being reported. Note that as you type in your title & also the details, the helpdesk will actively analyse your text for keywords & will display relevant Knowledgebase suggestions below the subject details box as you type. Before submitting your ticket, please review these articles first as you may find a suitable solution to your problem. Clicking on an article will open the article in a new browser window so you will not lose the ticket details you have already entered. Enter full details of the issue in the large text box. You should try to enter as much detail as possible here, including: Any error message received, including full details of the error output; User details/user ID Steps taken to reproduce the issue Any other appropriate information. The more details included here, the quicker the response and the resolution. Page 9 of 17

10 Step 6: Below the subject box, you may attach any useful supporting documents. This may be screenshots of the application to illustrate the issue or the error message; or any other supporting documentation. Click to open the document path text box. Click Browse & navigate to the location on your local computer where the document is stored. The path/filename will then appear in the text box. To add further documents just click again & a new Browse button will appear for you to repeat the steps above. Click Submit once you have finished entering all of the ticket details & have uploaded any relevant files. You will then receive confirmation that your ticket has been submitted. Page 10 of 17

11 Step 7: Upon submitting your ticket details you will receive a confirmation message to confirm that your ticket request has been received by our helpdesk. Included in the conformation is the Ticket ID & a summary of the ticket content. Page 11 of 17

12 Step 8: Upon submitting your ticket details you will receive a confirmation message to confirm that your ticket request has been received by our helpdesk. Included in the conformation is the Ticket ID & a summary of the ticket content. Page 12 of 17

13 4. View Tickets Step 1: Click on the View Tickets box. This will take you to the View Tickets screen where you can view & all of your current tickets in a status of Open or In Progress. Alternatively you may click on View Tickets on the upper menu bar. Page 13 of 17

14 Step 2: On the View Tickets screen you will see a list of all the tickets that you or anyone in your group have raised, & that are in a status of Open or In Progress. To view the content of an individual ticket, click on the title an example title is highlighted red in the screenshot on the left. If you would like to view any tickets that have previously been closed then click the View Resolved Tickets button on the top right (the number of closed tickets is included in brackets). This will update the list of tickets to also include those that are closed. These tickets will appear in grey highlighted boxes. Page 14 of 17

15 Step 3: Upon selecting a ticket to view, the ticket details screen will be displayed. A full audit trail of comments & updates is visible by scrolling down. The comments are listed in order of most recent at the top & oldest at the bottom. Page 15 of 17

16 Step 4: To update a ticket to reply to a previous comment, or to add additional information, click the Post Reply button on the upper right. This will open up the Message Details text box for you to enter your comment. You may also add any further supporting documents by clicking as before. Once you have completed your message details & uploaded any files if necessary, click the Send button. Your new comment will be appended to your ticket details. Page 16 of 17

17 5. Knowledge Base Step 2: On the Knowledgebase screen you will see the available categories of knowledgebase to browse. Click on the category folder to open that list of articles. Example General category is highlighted on the left screenshot. This will take you to the category screen where you will find a list of relevant articles. Alternatively you may click in the article title directly. These knowledge base articles record the details of commonly experienced issues & detail the steps required to resolve them. These are intended to be practical & may save you the time & effort of raising a helpdesk ticket. Throughout the helpdesk site you may search the knowledgebase articles at any time by typing your query or keyword into the search box below the upper menu & clicking SEARCH. Page 17 of 17

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