Dolphin Support Center Customer User Manual

Transcription

1 Dolphin Support Center Customer User Manual This manual is intended to provide information on the Dolphin Support Center, how you would use it, and some best practices to ensure that the support you receive is responsive and effective. The DSC is at Contents Best Practices Provide a detailed description of the issue Provide screenshots and/or logs Select proper priority Open tickets as they occur Analyze old cases for duplicate tickets Vet the issue internally Check the Dolphin Knowledge Base Access to DSC Initial Login Screen Main Screen... 4 Support Desk... 4 New Support Tickets... 6 New Ticket First Screen... 7 New Ticket Second Screen... 8 Dolphin Knowledge Base... 9 User Settings Ver Dolphin Page 1 of 11

2 Best Practices. 1. Provide a detailed description of the issue - If a case is submitted with limited information or a single line entry, then time will be needed for back and forth communication as Dolphin requests more information. Confirm the version of SAP and Dolphin-provided software. 2. Provide screenshots and/or logs Screenshots can be effective in showing step-by-step reproduction of the issues along with the screenshot of the specific record from detail screen showing all the tabs. Attachments may be uploaded directly to the DSC or attached to a DSC . If relevant, also provide any SAP system logs/short dumps and technical workflow log for specific record. More detail allows us to assign the case to correct resource and fix the problem more quickly. 3. Select proper priority If all cases are assigned the same priority, then there is no priority. Generally the following definitions apply. Critical Serious Important Minor Any Error causing complete failure of the business process caused by the Software in the production environment. Software deployed in a production environment is unusable resulting complete disruption of use or outage of the business process supported by the Software with no work around. Any Error causing a significant failure of the business process supported by the Software in the production environment. Software deployed in a production environment significantly impacts multiple users resulting in substantial disruption of use or outage of the business process supported by the Software. Any Error which seriously impairs a major feature or function of the Software. This includes any serious Error for which a work-around or detour solution has been devised or identified Any Error which does not seriously impair the functionality of the Software. A minor feature or function of the Software fails, which results in the Software not working as described in the Documentation and with minor impact on usage. A minor problem or feature request that does not impact the Licensee s ability to use the Software. 4. Open tickets as they occur don t wait for a number of issues to accumulate to open a large number of cases, rather open them as they come along. This helps us offer better service level on each case. 5. Analyze old cases for duplicate tickets - go over existing cases to ensure that a similar issue is not already in work or has already been solved in another case. 6. Vet the issue internally - prepare first level support scripts where routine system related issues can be analyzed and potentially resolved internally first. The Dolphin project team can help you create with customized scripts. For issues that may be related to the system usage, please refer to the Dolphin user guides to ensure this is not a training issue. Product training can be requested in case of employee turnover. 7. Check the Dolphin Knowledge Base see below. Ver Dolphin Page 2 of 11

3 Access to DSC. Use one of the following addresses at dolphin-corp.com: address PTS-support Imaging-support PBS-support Storage-support What solution and product All process tracking, document navigator & output, archive print server, Archive Link Interface, Archive Retention Cockpit, Archive management cockpit, and all other Dolphin-created solutions. Brainware, Kofax, Esker, and other imaging solutions PBS modules, and TJC s ASC, AEC, & DSC PBS Contentlink, Cloud Archive Storage, and other content repositories If this is in response to a previous case or ticket, please ensure that the DOLxxxxxx number is included in the subject line. Initial Login Screen. This is the initial customer login screen. Your user name is your address. Contact [email protected] if you need further assistance or a user login. As a note, this support address is not used to provide support. Trouble ticket requests sent to this address will likely result in a delayed response. Ver Dolphin Page 3 of 11

4 Main Screen This is your main screen, which contains the existing Support Desk, the ability to create a new Support Ticket, access to the Knowledge Base, and your settings. Support Desk The Support Desk displays the trouble tickets that are assigned to your company. You can open a specific ticket by clicking on the ticket number or the brief description. Ver Dolphin Page 4 of 11

5 This is an example of a trouble ticket. You may add additional comments or documents, to include screenshots, zips files, word, and excel files. Click Edit Ticket to change priority or edit other basic ticket information. Ver Dolphin Page 5 of 11

6 This is an example of adding a comment to a ticket. New Support Tickets Use this selection to create a new trouble case. Ver Dolphin Page 6 of 11

7 New Ticket First Screen Support type: Most support tickets will be of the support type Issue Priority: The default priority is Important. Critical Production Down indicates the impact to the business, not to a single workstation or function. Product: Select the Product that is relevant to the trouble reported. If the product does not appear, you may try turning off the filter checkbox. The next screen will allow for the selection of the specific module (i.e. DALI, DNO, APS, CFI, PCL, etc) Reference: may be used to insert your company s ticket system number. Otherwise, please leave blank. Brief Description: Insert a short, succinct description of the issue. Please do not use entries such as: Question, System Problem, or Issue. Ticket Text: Add detailed information about the issue. If you have upgraded items such as SAP, workstations, firewalls, etc, please let us know. Include the version of software that is in question. For example, provide the complete ST22 short dump for the termination as a text file. Please send upload the extracted dump in text format. To save the dump as a text file, first display then press the button "Longtext" if such a button exists. Choose "System" --> "List" --> "Save" --> "Local file" --> "Unconverted" from the menu. Provide the current patch level of the PBS Module using transaction "/n/pbs/util_z9cp" with the following selections: Transp. No * Ver Dolphin Page 7 of 11

8 System * User * Module Cxx New Ticket Second Screen Manual entry In this screen you can assign the specific module (software product), designate the production use, and designate a contact person. Modules: The module(s) that is/are assigned to your company will appear in the Customer Module block. Click on the checkbox for each to select. Regarding Versions: Select PRD or TST to indicate that the trouble in production or not. Contact person: Select your contact for the trouble ticket. You may also manually enter an address in yellow block to the right of the contact name. Ver Dolphin Page 8 of 11

9 Dolphin Knowledge Base The Knowledge Base contains information about various Dolphin solutions that may help solve issues that you are experiencing. The knowledge base may be search by product, keywords, full text, and/or date. Ver Dolphin Page 9 of 11

10 User Settings This screen allows you to select your user preferences and change your password. Select the desired settings and save to continue. Ver Dolphin Page 10 of 11

11 Save Form Position: when selected, this will allow your session to remember where the sub windows are located. The next time the session is started, the windows will appear as you left them. Quick Search: Places a Support Ticket search field in the web client windows. Ver Dolphin Page 11 of 11