ODS CRM / Ticket System Tutorial
Adding a New Ticket / Entity
After entering your user id and password, click on the tab [ 2.Add ] as shown on the picture. This will launch the Ticket / Entity entry form.
The system fills in default values for you. The picture shows:
- 1. Customer indicates the owner of the equipment.
- 2. Priority. Critical, High, Medium, Low.
- 3. Status. New Ticket.
- 4. Ticket Owner is the person who will oversee the process. Keep the default value please.
- 5. Ticket Assignee is the person who is responsible for the next action in the process. ODS and Access-IS will maintain this field as we progress through the repair process. Keep the default value please.
The next line contains information about the product itself.
- 6. Category. In-Warranty; Out-of-Warranty; Technical Support; Other.
- 7. Requested-by Date. Click on the calendar icon to select a specific date.
- 8. Equipment Type. Select your item from the drop arrow box.
- 9. Serial Number(s). Please ensure that you correctly type in the serial number(s) of your equipment. This is of vital importance, especially for international shipments.
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- 10. Last Preventive Maintenance. Indicates when the equipment was serviced last.
- 11. OEM Warranty Length. Denotes the length of the warranty from the factory.
- 12. Originator Contact Name. Type in your name please.
- 13. Phone Number.
- 14. Email.
The following fields are for the returning address Should you need to have us return the equipment to a different location, please indicate so in the text box as shown below [ 19 ].
- 15. Street.
- 16. City, State, Zip Code.
- 17. Country.
- 18. Estimated Ship Date. Upon receipt of equipment, ODS will fill in this information. Please leave it blank for now.
Use this text box [ 19 ] to enter as much background information about the product and/or issue(s) as possible.
The following boxes [ 20 ] and [ 21 ] are not required when entering a new ticket. You can safely skip them. Click on the save button [ 22 ] to save the ticket.
Appending Existing Tickets
By default, once a new ticket is created, it becomes READ-ONLY. However, to allow users for a maximum flexibility, we have added a text box to append to the original message. Should you need to document additional information, you can add your comments in the text box shown in [ 23 ] and click on the save button [ 24 ] to save your work. Your comments then get inserted to the original text [ 25 ].
Adding Pictures to Existing Tickets
To allow for even more flexibility and to enhance the communication between parties even further, we have added a file management module where you can upload pictures that may help describe the product condition. When needed, ODS and Access-IS will also use this tool to comunicate any discrepancies in our findings. To load pictures:
- 26. Click on the Browse button.
- 27. The File Upload dialog box will pop up.
- 28. Select the appropriate File Name and then.
- 29. Click on the Open button to upload the file.
- 30. Click on Save.
your picture(s) will then be uploaded and it will show like in the picture [ 31 ].
To View Existing Tickets
You can check status of your open tickets 24X7 anywhere in the world. Click on the tab [ 3.Entities ] as shown on [ 32 ] and simply click on the appropriate ticket [ 33 ].
