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AVEVA HelpDesk Customer Training Guide

AVEVA HelpDesk – Customer Training Guide

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Revision Log

Date Revision Description of Revision Author Reviewed Approved

01/08/07 01 First Version WR

09/01/09 02 Changed Rich format to Plain text and Email template updated and new example added

FP/PA

25/02/09 03 Final adjustments and checks JD

12/08/11 04 Updated screenshots of Customer Support site

MG

11/07/13 05 Update Section on Email Service (EMS) [parts no longer applicable]

Dave M

23/08/13 06 Minor changes Dave M

29/08/13 07 Minor changes, incl. copyright Dave M

20/09/13 08 Minor changes to align with Quick Start User Guide

Dave M

2013-07-15 0.81 First Version created from the HelpDesk Customer Training Guide Rev. 04

DM (prev. WR, MG)

SH, MB, WR

2013-08-28 0.82 Reissued after further review DM SH

2013-09-13 0.83 Reissued after further review DM SH+FP

2013-09-20 08.1.0 Reissued and published DM SH

2013-10-03 08.2.0 Now a superset of the Customer Training Guide

DM SH

2013-10-14 09 Issued for use by the Customer

2013-10-25 10 Shows improvements to eService DM

2014-01-21 11 Notes on Jan 2014 - changes - Target Release Confirmed field

DM

Updates All headings containing updated or new material will be highlighted.

Suggestion / Problems If you have a suggestion about this manual or the system to which it refers please report it to the AVEVA Training & Product Support (TPS) at [email protected].

Disclaimer 1.1 AVEVA does not warrant that the use of the AVEVA software will be uninterrupted, error-free or free from viruses. 1.2 AVEVA shall not be liable for: loss of profits; loss of business; depletion of goodwill and/or similar losses; loss of anticipated savings; loss of goods; loss of contract; loss of use; loss or corruption of data or information; any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses which may be suffered by the user, including any loss suffered by the user resulting from the inaccuracy or invalidity of any data created by the AVEVA software, irrespective of whether such losses are suffered directly or indirectly, or arise in contract, tort (including negligence) or otherwise. 1.3 AVEVA's total liability in contract, tort (including negligence), or otherwise, arising in connection with the performance of the AVEVA software shall be limited to 100% of the licence fees paid in the year in which the user's claim is brought. 1.4 Clauses 1.1 to 1.3 shall apply to the fullest extent permissible at law.

mailto:[email protected]


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1.5 In the event of any conflict between the above clauses and the analogous clauses in the software licence under which the AVEVA software was purchased, the clauses in the software licence shall take precedence.

Copyright Copyright and all other intellectual property rights in this manual and the associated software, and every part of it (including source code, object code, any data contained in it, the manual and any other documentation supplied with it) belongs to, or is validly licensed by, AVEVA Solutions Limited or its subsidiaries. All rights are reserved to AVEVA Solutions Limited and its subsidiaries. The information contained in this document is commercially sensitive, and shall not be copied, reproduced, stored in a retrieval system, or transmitted without the prior written permission of AVEVA Solutions Limited. Where such permission is granted, it expressly requires that this copyright notice, and the above disclaimer, is prominently displayed at the beginning of every copy that is made. The manual and associated documentation may not be adapted, reproduced, or copied, in any material or electronic form, without the prior written permission of AVEVA Solutions Limited. The user may not reverse engineer, decompile, copy, or adapt the software. Neither the whole, nor part of the software described in this publication may be incorporated into any third-party software, product, machine, or system without the prior written permission of AVEVA Solutions Limited, save as permitted by law. Any such unauthorised action is strictly prohibited, and may give rise to civil liabilities and criminal prosecution. The AVEVA software described in this guide is to be installed and operated strictly in accordance with the terms and conditions of the respective software licences, and in accordance with the relevant User Documentation. Unauthorised or unlicensed use of the software is strictly prohibited. Copyright 1974 to current year, AVEVA Solutions Limited and its subsidiaries. All rights reserved. AVEVA shall not be liable for any breach or infringement of a third party's intellectual property rights where such breach results from a user's modification of the AVEVA software or associated documentation. AVEVA Solutions Limited, High Cross, Madingley Road, Cambridge, CB3 0HB, United Kingdom.

Trademarks AVEVA and Tribon are registered trademarks of AVEVA Solutions Limited or its subsidiaries. Unauthorised use of the AVEVA or Tribon trademarks is strictly forbidden. AVEVA product/software names are trademarks or registered trademarks of AVEVA Solutions Limited or its subsidiaries, registered in the UK, Europe and other countries (worldwide). The copyright, trademark rights, or other intellectual property rights in any other product or software, its name or logo belongs to its respective owner.

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Contents

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1 Introduction .............................................................................................................................................. 7 1.1 Aim..................................................................................................................................................... 7 1.2 Objectives ......................................................................................................................................... 7 1.3 Prerequisites .................................................................................................................................... 7 1.4 Conventions used in this guide ...................................................................................................... 7

2 Customer Centre ...................................................................................................................................... 9 2.1 Accessing Helpdesk ........................................................................................................................ 9 2.2 Customers Home Page .................................................................................................................. 12

2.2.1 Home Page Menu .................................................................................................................... 12 2.2.2 Log Off ...................................................................................................................................... 12 2.2.3 My Profile ................................................................................................................................. 13 2.2.4 Change Password .................................................................................................................... 14 2.2.5 Returning to the Home Page .................................................................................................... 14 2.2.6 Help .......................................................................................................................................... 15

3 Support Incidents .................................................................................................................................. 16 3.1 Creating Support Incidents (SIs) .................................................................................................. 16

3.1.1 The Fields in a Support Incident Form ..................................................................................... 16 3.1.2 Support Incident Categories ..................................................................................................... 18 3.1.3 Support Incident Priorities ........................................................................................................ 19 3.1.4 Adding an Attachment to the Support Incident ........................................................................ 19 3.1.5 Submitting the Support Incident ............................................................................................... 21

3.2 Tracking and Monitoring Support Incidents ............................................................................... 22 3.2.1 “My Updated Incidents” in Home page .................................................................................... 22 3.2.2 Searching for Support Incidents ............................................................................................... 22 3.2.3 Advanced Search for Support Incidents .................................................................................. 23 3.2.4 Search Criteria ......................................................................................................................... 24 3.2.5 Adding Additional Information to an existing Support Incident ................................................ 25 3.2.6 The "Target Release Confirmed" field...................................................................................... 27

3.3 Closing Support Incidents ............................................................................................................ 28 3.4 Updating or Re-Opening Closed Support Incidents ................................................................... 30 3.5 Notification Emails from HelpDesk .............................................................................................. 31

3.5.1 Actions that result in notification emails ................................................................................... 32 3.6 Reports ............................................................................................................................................ 33 3.7 Knowledge base, FAQ and Technical Documents ..................................................................... 35 3.8 Using the Email Service (EMS) ..................................................................................................... 36

3.8.1 Registering a new Support Incident via EMS [option no longer available] .............................. 36 3.8.2 Updating existing Support Incidents via EMS .......................................................................... 36


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1 Introduction

AVEVA has a fully integrated support organisation capable of delivering the highest customer satisfaction for all AVEVA products across all industry sectors. For most of AVEVA's products, an integral part of this is the AVEVA Helpdesk, a customer-facing system handling support issues for our customers, support offices and our product development teams. The systems knowledge database, technical documents and FAQ capabilities makes the AVEVA Helpdesk an invaluable source of information and communication between all parties. This guide will take the user through all the features of the AVEVA Customer Centre.

Prior to activating the system the following applications may need to be installed on the computer, Crystal Report ActiveX and JAVA 2 Platform Second Edition Runtime environment 5.0. These two applications will be required to run any reports. If they need to be installed the user will informed and the installation screen will be displayed.

1.1 Aim

The reader will learn how to use the Customers' Centre and will be able to manage Support Incidents.

1.2 Objectives

This document will enable uses of Helpdesk to:

Log on, understand the Customers' Home page & Home page menus and Log off Set the customer's My Profile, Change password, navigate to the Home page and use the Help Learn how to use the Search functions Understand the Support Incidents' page and how to add additional information Create and save a new Support Incident Update and close a Support Incident

1.3 Prerequisites

The user must have a User ID and Password supplied by AVEVA and internet access using Internet Explorer.

1.4 Conventions used in this guide

Certain text styles are used to indicate special situations throughout this document, here is a summary;

Menu pull downs and button click actions are indicated by bold turquoise text.

Information the user has to enter is indicated by bold red text.

System prompts should be bold and italics, e.g. Choose function.

Descriptive text is in italics.

Annotation for users' benefit is as follows:-

Additional information

Refer to other documentation

Example files or inputs will be in the courier new font, colours and styles used as before.


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CHAPTER 2

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2 Customer Centre

2.1 Accessing Helpdesk

Visit www.aveva.com. In the top menu, select „Products & Services‟ „Product Support‟ [1] and then click on the „AVEVA Product Support website (Corporate)‟ link [2].

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In the top menu, select „HelpDesk‟ [1], and then click on „AVEVA HelpDesk‟ [2]. A new window will open and following Customer Centre page is displayed with a login dialogue box.

The Customer Centre will log out automatically after 30mins if inactive.

Enter the User ID and the Password supplied and then click the Log On button.


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If at any time you forget your password: 1. Select the “Forgot your Password?” link

This opens a Forgot Password form 2. Enter your Email address and then click OK. 3. A new password will be Emailed back to the user after the request has been processed.

Cancel - This takes the User back to the previous page

The internet explorer Back button also allows the user to navigate to previous pages.


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2.2 Customers Home Page

After a successful Log-in the Customers Home page is displayed, showing a number of channels, Search menus and a Create New Incident button.

2.2.1 Home Page Menu

At the top of the home page there are four menu buttons, Log Off, My Profile, Home, and Help

2.2.2 Log Off

This Logs the user out of the system and back to the login dialogue box. Click the Log Off button, a message dialogue box is displayed asking “Are you certain that you wish to log off at this time?” Click OK.

Channels Search Menus

Create New Incident Button

Home Page Menus buttons

Link to http://www.aveva.com/


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The AVEVA Customer Centre Page is displayed showing the customers log in dialogue box.

2.2.3 My Profile

The My Profile page contains a section for information about the user and the users' Company, most of which you can edit or update. Some fields are pre-populated. Click the My Profile button, the My Profile form is displayed. You can set up Defaults on this screen. Email Notification for Support Incidents (on/off): Tick this box if you want to receive email notifications when you create a new Support Incident. See section 3.5 for further information about notification emails. Default Product and Product Version:

E.g. if you set up Default Product as PDMS and Default Product version as PDMS 12.1.SP4, these will be your Default settings when you create a New Support Incident. NB: It is important to keep this information up to date, so that it reflects the version you are using (as you may have upgraded).

All mandatory fields are marked with a red asterisk (*).

Once the form is complete, click the Submit button or click Cancel if the changes are not to be saved.

Submit – Saves the changes made to the My Profile form and returns the user to the previously active page.

Cancel – Cancels the current page and returns the user to the previously active page


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2.2.4 Change Password

If you want to change your password from that supplied by AVEVA, or at any other time, select the Change Password button on the bottom of the My Profile form, and then follow these four steps: 1. Type in your current password in the first cell. 2. Type in a new password (must be at least 5 characters in length) in the second cell. 3. Type in the new password once again in the third cell to confirm it. 4. Click the Submit button at the bottom of the form to activate your new password. Next time you log into the system the new password will be required.

2.2.5 Returning to the Home Page

Selecting the Home button navigates the user from the current page back to the Company Home page.


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2.2.6 Help

Selecting the Help button navigates to the web based help system. The Help System is displayed in a separate internet explorer session. There are three ways to use the help, by Contents, Index or Search tab.


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3 Support Incidents

3.1 Creating Support Incidents (SIs)

To Create a new Support Incident (SI)

1. Select the Create New Incident button

The Create New Incident form is displayed

3.1.1 The Fields in a Support Incident Form

Enter the Incident Information in the fields as indicated

Fields marked (*) are mandatory Please ignore these two fields. What to enter in the fields of the Support Incident form:

Customer Reference Number: o This is an optional field. You can leave it blank. o This is your own internal Company number - not the Incident number assigned by AVEVA.

Tracked: o This is an optional field. You can leave it unticked (default setting). o This is a tickbox used by customer and/or AVEVA Support Engineers to highlight the

particular customer‟s most urgent/important issues. o The usage of this flag needs to be agreed with the AVEVA Support team.

What product do you need help with?: (*) o Select the Product using the search facility - see screenshots below for how to use this:-

NB: There may be a default value shown if you have set one (see s.2.2.3). If so, please check that it is correct.

To change or enter a product name, click the icon to obtain the list of Products [1]


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Enter some or all of the Product Name [2] Click Search [3]

Select the desired Product [4]

The Product now is displayed in the "Create New Incident" screen [5]

Product Version: (*) o Select the Product Version as you selected the Product (start by clicking the icon) o NB: There may be a default value shown if you have set one (see s.2.2.3). If so, please

check that it is correct o Note: The choice of Product Version displayed depends on the Product you have selected

Product Version Fix: o If you are using a "fix release" version and you know the number, then select the fix release o If you are not sure, then leave this blank o Note: Now complete the remaining fields listed below

Module: (*)

Application / Screen:

Sub Application:


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Category of Incident (Type): see section 3.1.2

How would you rate the priority of this incident?: (*) see section 3.1.3

OS Version:

Incident Name: o A one-line short description of an Incident

Problem Details: o Enter a more detailed description of the Incident o Enter just one problem per SI

If there are several problems that may be unrelated, please raise separate SI(s) o When completing the Problem Details field:

Indicate at what stage the problem occurred.

If possible, provide a series of steps that can be used to reproduce the problem

If an error message is given by the system then it is very useful if you the customer types in the error message in the problem details field. This way it becomes searchable in HelpDesk. Attaching screen shot(s) is also useful.

If you intend to attach or send project data then please add Project (and sub project) name, Project User Name and Password and MDB

3.1.2 Support Incident Categories

Product Usage Query – A "request for information" about how to use the product. Note: Most Support Incidents will be logged as this Type A “Product Usage Query” incident may become a “Defect” after investigation has taken place and the product is found to be working incorrectly. Defect (Product) – use this category for a product fault. Defect (Data) – use this category if the supplied project model data is incorrect Defect (Documentation) – use this category if product documentation is incorrect or unclear Defect (Scripting/APIs) – use this for problems with a function written in macro languages, including: PML, Vitesse, FFEIN (Bocad macro language). Defect (Install/licensing) – use this if installation or license file fails Enhancement Request – use this for a suggested system change or enhancement


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3.1.3 Support Incident Priorities

AVEVA acknowledge that on most occasions, customers allocate a fair priority rating to Support Incidents. The following definitions are used within AVEVA between support and development groups when managing the whole process of handling Support Incidents and software changes.

Urgent - A usage problem which renders an essential portion of the software unusable and will result in a user‟s Project being stopped or very severely impacted.

High - A usage problem which renders an essential portion of the software usable only by means of a workaround which requires a moderate ** amount of additional user effort. Medium - A usage problem which renders an essential portion of the software usable only by means of a workaround which requires a small *** amount of additional effort or a usage problem which renders a non-essential portion of the software unusable and requires a small *** amount of additional effort or a usage problem which is irritating but has no effect on using the system or suggested product enhancements Low - A usage problem with no impact on project. ** moderate: >50% extra effort ***small: <50-% extra effort

3.1.4 Adding an Attachment to the Support Incident

If an attachment is required:

1. First, read about the limitations on attachments in section 3.1.4.1 2. Click the Add Attachment button [1]

This opens up a new form allowing the customer to browse for an attachment

3. Click the Browse button

This opens a Choose File window 4. Select the file to attach and click Open


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This populates the previous form with the attachment information in the Attachment field. Click the Submit button to add the attachment to the Support Incident. You can add attachments when creating a new Support Incident and when updating an existing Support Incident with additional information. The Create Incident form is redisplayed with the attachment section complete.

3.1.4.1 Limitations on Attachments in HelpDesk

1. The attachments may not exceed 20MB in size

You are therefore advised to compress attachments using the "zip" format

Any other compressing format, e.g. rar etc. is not supported and will be rejected with a request from local support or TPS to re-send the attachment

If the attachments exceed 20MB in size, then they can be provided to AVEVA by download from ftp site, by CD, etc.

2. Do not add more than 10 attachments

You can add more than 10 files, provided you add them to a "zip" file - which is effectively one attachment (but note the size limit)

3. Add pictures, e.g. screen shots, as attachments

If you prefer to embed pictures in the text, save them in a MS Word document


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3.1.5 Submitting the Support Incident

Click the Submit button on this form to submit the Support Incident. An Information dialogue box is displayed and contains the Support Incident Number. Click OK

If you have email notifications enabled (this is the default setting), you will receive a notification email (see section 3.5)


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3.2 Tracking and Monitoring Support Incidents

3.2.1 “My Updated Incidents” in Home page

A change to any of the following fields in any Support Incident triggers an entry in “My Updated Incidents” list:-

Response Code/Status

Priority

Target Release

Customer Resolution Note: Only the Urgent and High Priority Open Incidents are displayed in this view.

3.2.2 Searching for Support Incidents

Select the magnifying glass, then click on "Support Incidents" [1], to perform a search on the Company's Support Incidents:-


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Print - This allows the customer to print the page currently visible

Export - This allows the Company to export the search results to a .cave file

Narrow down the search by entering a text or number string:-

3.2.3 Advanced Search for Support Incidents

Select the Support Incidents search menu. The Support Incidents search form is displayed.

The default is a full search on all Support Incidents logged by your Company, but the user can search on a specific Support Incident by selecting one or more combinations of search fields.


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3.2.4 Search Criteria

Customer Ref No This is your own internal Company number - not the Incident number assigned by AVEVA. It is optional. Results Per Page This will control the amount of search results displayed on one page (5, 10, 15 or 20) Search This is the search button; it will perform any of the requested searches on the populated cells Product This will display a list of all available AVEVA products Product Version This is the Version of the selected Product for which the Incident applies, e.g.

12.1.SP2, 12.1.SP4, 1.1 or 2.1, etc. Product Version Fix This is the fix number of the Product Version for which the Incident applies (only in

cases where the Incident applies to a fix release, e.g.12.1.SP2.12 or 1.1.0.3, etc. Target Release This is the planned target Release for the Fixed product version or the Service Pack Version delivery that the Incident will be solved in. Module This is the Module inside the Product. The choice of options depends on the

Product chosen, e.g. PDMS is the Product but Piping is the Module Application / Screen This is the Application inside the Module. The choice of options depends on the

Module chosen. In many cases, Application is blank (i.e. Module is not broken down further)

Type This is the type of Incident this can be, Product Usage Query, Defect (Product),

Defect (Data), Defect (Documentation), Defect (Scripting/APIs) - includes PML, VITESSE & FFEIN (Bocad macro language), Defect (Installation/Licensing) and Enhancement Request.

Priority The Priority assigned to the incident, this can be set to Urgent, High, Medium or Low. (see section 3.1.3 for an explanation of Priority values). Response Code This is the response code set by AVEVA against the incident. The codes used are:

User Clarification - More info is needed from the customer Under Study Support - Under study (by AVEVA Support) Under Study PD - Under study (by AVEVA PD) Long Range - Not possible to plan now, consider in the future User Problem - Usage problem - advice given Rejected - Does not warrant action by AVEVA Research - (Further) Investigation/evaluation is needed by PD This is set automatically when a Defect is created

and linked to the SI Planned Urgent - A scheduled urgent change in a fix release This shows that there is a Defect linked to the SI

and it is scheduled to be fixed in the coming fix release

Planned Normal - A change planned in a normal release This shows that there is a Defect linked to the SI

and it is scheduled to be fixed in a coming fix, service pack or main release

Announced - Confirmed in a normal release. Not yet available The change is implemented and ready to go into a release, but is not yet available to customers Available - Available in one or more releases


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The change is ready and available to customers

Status This is status of the incident. This can be:

Assigned, Closed Incident, New, Resolved, Waiting for Customer Input Contact This allows the user to select only Support Incidents assigned to a particular Company Contact From Date Recorded This allows the user to select from a calendar the From Date range To Date Recorded This allows the user to select from a calendar the To Date range Updated Since If a date is selected in this field, when the user performs a search, the system will

only return incidents updated since that date My Incidents Only Ticking this box will only display the Support Incidents logged by the user. Tracked Support Ticking this box will only display the Tracked Support Incidents logged by the Incidents Company.

3.2.5 Adding Additional Information to an existing Support Incident

You can add additional information to an existing Support Incident as follows:-

1. If you are in the eService Homescreen, click on the link under "Incident Name" [1] Alternatively, starting from search results, select the black triangle next to the Support Incident [2].

The Support Incident information is displayed 2. Click the Add Additional Info button at the bottom of the page [3].

This opens an Add Additional Info form

OR:


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3. Add the additional information: Complete the Title [4] and Description [5] fields. Include attachment(s) if necessary.

4. When you have added the additional information, click the Submit button [6].

An information dialogue box is displayed. 5. Click OK

The Additional Information is displayed (accessible via a link) [7].


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A Note about the "Reproducible" field:- The "Reproducible" field is used by AVEVA Support Engineers. This field is by default set to "No" until an AVEVA Support Engineer has managed to reproduce the problem or issue (when the Support Engineer sets it to "Yes"). The field cannot be set by the Customer. The value of this field is displayed because it informs the Customer whether a Support Engineer has successfully reproduced the problem or issue referred to in the Incident. The "Reproducible" field is not searchable by the Customer.

3.2.6 The "Target Release Confirmed" field

This is a new field, displayed in eService from January 2014.

It gives an indication of the stage of the commitment to the change from AVEVA Product Development.

The value displayed in the field is provided by Product Development and synchronised to eService.

The "Target Release Confirmed" field, once set, has three possible values:- o Provisional (default): The fix might go into the named Target Release o Committed: The fix is intended to go into the named Target Release (i.e. the fix is authorised

and the developer is aiming to get it into the named Target Release) o Confirmed: The fix has gone into the named Target Release (i.e. Target = Actual release)

The importance of this field is that it ensures that the Actual release is recorded in the Target Release field.

NB: For AVEVA NET and VPRM Support Incidents, the "Target Release Confirmed" field will always be blank. This is because the information is not synchronised from those teams' defect systems.


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Example - This is what the Customer will see in eService:-

Please note:

The field will remain blank until Product Development has identified a Target Release.

For many Support Incidents which existed in AVEVA's HelpDesk before January 2014, the value of this field will remain blank until an update has been made by Product Development and then synchronised to eService.

Please bear this in mind.

3.3 Closing Support Incidents

To close an existing Support Incident:-

1. If you are in the eService Homescreen, click on the link under "Incident Name" [1] Alternatively, starting from search results, select the black triangle next to the Support Incident [2].

The Support Incident information page is displayed 2. To close the Support Incident, click the Close Incident button at the bottom of the page [3].

OR:


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This opens the Close Incident form 3. Enter a closing comment, e.g. corrected by latest service pack [4], and then click the Submit button

[5]

An information dialogue box is displayed. 4. Click OK


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Observe that the Incident is now Closed [6].

The Closing Comments added are accessible via a link [7].

3.4 Updating or Re-Opening Closed Support Incidents

Note: You cannot update or re-open a closed Support Incident. If you try to do this, it will generate an automatic email reply from HelpDesk with a warning. If you need to update or re-open a closed Support Incident, contact your local support or TPS at [email protected].



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3.5 Notification Emails from HelpDesk

A customer contact can trigger the activation of notification emails from HelpDesk. You can have the notification emails activated by default by making sure the check box for “Email For Support Incident” is ticked on the My Profile page (see section 2.2.3). If not activated by default, you can also activate it specifically when registering a new Support Incident.

The resulting notification email that the customer contact receives from the sample shown above:

Tick this box to activate the notification emails.


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3.5.1 Actions that result in notification emails

The following changes to the Support Incident will result in an automatic notification email to the contact:-

Status change

Response Code change

adding customer Resolution information

adding Additional Information from the eService or by EMS (see section 3.8.2)


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3.6 Reports

1. To create Reports, click on „Reports‟ tab and you will get the following screen. Then select one of the reports. In this example "Incidents by Status" [1] has been selected.

2. You then get the following screen and need to enter the mandatory information [2], which includes a Radio button choice [2a], a Drop-down list [2b] and two Dates [2c, 2d]x. Then click Continue [3].


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3. You now see the report:-

4. To save the report, click on the "Export Report" icon [4]. Then select whichever file format you want, e.g. Excel, Word.

5. Close the tab containing the report to return to the eService screen. Then click on "Home" to return to the eService Homescreen.


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3.7 Knowledge base, FAQ and Technical Documents

There are 3 options in the left hand menu: Knowledge Base, Technical Documents and FAQ into which AVEVA will publish suitable items of interest. Here is an example involving "Knowledge Base":-

Click on the arrow link to see full details of any item.


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3.8 Using the Email Service (EMS)

3.8.1 Registering a new Support Incident via EMS [option no longer available]

The option of using EMS to register a new Support Incident is no longer available. Instead, you must create a new Support Incident in the normal way, by logging into eService (see section 2.1) and creating a new Support Incident (see section 3.1).

3.8.2 Updating existing Support Incidents via EMS

You can update existing Support Incidents via EMS as follows:-

1. Create an email and put [email protected] in the To: field

Emails addressed to [email protected] must be sent from your Company email account that you used for logging onto HelpDesk

Sender addresses that are not recognized as contact information for your Company will not be processed

2. Submit the additional information as "free text" in Plain Text format. 3. Add attachment(s) to the email if you wish

See section 3.1.4 for limitations on attachment numbers, size and format 4. Include the text “Incident #<number>” in the title, where:

<number> is the Support Incident number, e.g. 12345. 5. Any text given after the Support Incident number will be added to the title of the additional

information page. See example below:-

Note:

1. You cannot close a Support Incident or update a closed Support Incident using EMS.

Though you can send the closing request via EMS: Regional support teams would receive email notification and can close the SI for you.

2. If you need to update a closed Support Incident, contact your local support or TPS at [email protected].


