Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 .
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Transcript of Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 .
Support Center Document
How to Create a Support Ticket
ArgentisConsulting / 20/6/2013
www.argentisconsulting.com
www.argentisconsulting.com
INFORMATION
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Argentis would like to present to our Partners and Customers our Global Support Center website, at the following address:
Or go directly to our support portal
Trough our site we provide another communication channel to our partner community via our Global Support Portal.
Our Support Portal displays our company’s solution training and documentation
It displays all open/closed cases, enables new case opening and displays predefined solutions.
The following demonstration will give you an overview on our support web site and how to use the options it offers.
argentisconsulting.com portal.argentisconsulting.com
www.argentisconsulting.com
METHODS TO CONTACT US
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The following demonstration will give you an overview on our support web site and how to use the options it offers.
* Contact Argentis to access account
argentisconsulting.co/support
Partner / Customer /Login
Document Download
Direct Email to Support
Skype Support
www.argentisconsulting.com
THE FOLLOWING LIST DISPLAYS PRODUCT AVAILABILITY
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IMPORTANT: Contact Argentis Consulting for functionalities related to products.
IF you need more information on availability for other SAP B1 versions, contact Argentis [email protected]
www.argentisconsulting.com
ARGENTIS CONSULTING RESPONSE TIMES
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Argentis Consulting Support Hours:
7am - 5pm ESTLanguages (English-Spanish)
Responsibilities: Receive Cases and isolate problems
Execute analysis to identify the root of the problemRemote Assistance
Close case based on SLA
Very High
• Time reaction:60min
• Max Resolution Time:8 hs
High
• Time reaction:4 hs
• Max Resolution Time:2 days
Medium
• Time reaction:6 hs
• Max Resolution Time:4 days
Low
• Time reaction:16 hs
• Max Resolution Time:6 days
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GLOBAL SUPPORT CENTER PRIORITIES
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Message Priority
Very High
High
Medium
Low
Criteria
Business cannotbe conducted
Critical businessprocesses affected
Other businessProcesses affected
Business is not affected
Example
Application can not be accessed at all
Purchase Orders or any documentcan not be posted.
Export to Crystal not working
Catalogue items not synchronizing
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GLOBAL SUPPORT CENTER ACCESS
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1. Go to portal.argentisconsulting.com or
2. Select the Support Portal link at the right corner of the webpage.
3. Login to the support portal with you username and password.
If you don’t have an account, contact .
www.argentisconsulting.com
GLOBAL SUPPORT PORTAL
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1. - The support portal allows users to:
A. Create and follow support ticket status
B. Access Knowledge base (KB)
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GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET
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2. In order to create a new support ticket go to Support New Support Ticket
• Verify ticket ID• Select the support type (Bug,
improvement, etc)• Select Priority (see priority chart on
this presentation)• Select Product (customers will only
access products assigned).• Enter Brief Description• Enter Ticket Text (this description
should detail the problem ).
www.argentisconsulting.com
GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET
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3. Select the Module. Argentis Consulting isolate the problem by product - module
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GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET
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4. After adding the support ticket, an alert will be sent to Argentis Support Team. In case you need to detail the ticket, you can add comments, documents, images.
You can also:
1. Delete Support Ticket2. Edit Support Ticket3. Close Ticket4. Print Ticket5. Access All support tickets
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Global Support Center / Support Desk
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5. In order to find a ticket access the support desk option or click on the Quick Search. The Support Portal also segments tickets by status.
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Global Support Center / Closing Ticket
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6. To change ticket Status
Click on the Ticket Edit ticket
7. To Close Tickets.
Click on the Ticket Close Ticket
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GLOBAL SUPPORT CENTER / MORE INFORMATION
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To report problems or any other inquiry,contact Argentis Consulting at:
Argentis Consulting is dedicated to the development, distribution, and support of the best known solutions for SAP Business One, Like SSP (Software Solution Provider) with Gold Partner status.
ARG Ávila y Zarate 2048Cerro de la Rosas, Córdoba, CP 5009 - Córdoba [email protected]
EE UU 8345 NW 66th ST#2917 - Miami, FL, [email protected]
ESPAÑA C/ Juan Bravo N° 3 - A 28006 Madrid - Spain Phone:(+34) 91 123 7263 [email protected]
CARIBE
City View Plaza – Suite 30148 Road 165Guaynabo, PR. 00968Puerto [email protected]
CONTACT INFORMATION
www.argentisconsulting.com