Web ticketing Nov 20, 2012.

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1 Web ticketing Nov 20, 2012

2 Agenda How to create case through support.avaya.com
怎样在Support.avaya.com网站创建case。 If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up. How to escalate the case and draw management attention on the case 请点击播放中文录音

3 请使用您或您公司的SSO的 账号和密码登陆。

4 点击SERVICE REQUESTS

5 点击CREATE NEW SERVICE REQUEST

6 根据您的问题，从下列3个选项中选择一个。

7 请输入最终用户的SITE ID或是FL号码

8 请在下拉菜单中选择产品

9 请选择有问题的产品名称。 点击产品名称

10 请输入简单的问题描述，字数不要超过50个汉字。

11 当您输入问题描述时，网页会自动显示一些案例供您参考。

12 标注有* Required 的选项，都需输入汉字或字母。

13 请您选择故障的严重程度。

14 点击Contact list，选择case的联系人

15 点击选择联系人

16 点击Submit。提交生成case。

17 这时case ID就已经生成出来了。请记录下这组号码，方便您查询case的进展。

18 如何查询SR 的更新状态

19 点击SERVICE REQUESTS。

20 请输入SR ID并点击ENTER键。

21 这时您可以看到Avaya的技术支持工程师所写的状态更新。

22 您可以选择正确的选项来提交一些信息给Avaya的工程师。提交成功后，工程师就可以看到这些重要的信息了。
您也可以选择粘贴一些附件，来把一些系统log等重要信息分享给Avaya的技术支持工程师。 点击Submit

23 任何客户提交的更新，Avaya的工程师都可以在系统中看到。状态标注为SR Status - Inbound

24 Agenda How to create case through support.avaya.com Support.avaya.com
If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up. 如果您在support.avaya.com上找不到您输入的FL，而 这个FL又是您的客户所拥有的，怎样联系Avaya Access Team来解决这个问题。 How to escalate the case and draw management attention on the case

25 Contact Avaya Access Download the forms from the right hand side, and then follow the steps base on the different scenario as below: Request Action Responsibility Customer wants their authorized Avaya Partner to be able to request access to their Sold To accounts. Submit a Delegated Administration request, click here to submit an request; or complete the "Avaya Access Request for Delegated Administration" form. Customer completes and submits the "Avaya Access Request for Delegated Administration" form. Customer wants to change their Delegated Administrator. Complete the "Avaya Access Change Request for Delegated Administrator" form. Customer completes and and submits the "Avaya Access Change Request for Delegated Administrator" form. Customer wants to cancel their current authorized Avaya Partner access to their Sold To accounts. Submit a Cancel Delegated Administration request, click here to submit an request; or complete the "Avaya Access Request to Cancel Delegated Administration" form. Customer completes and submits the "Avaya Access Request to Cancel Delegated Administration" form

26 Agenda How to create case through support.avaya.com
If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up. How to escalate the case and draw management attention on the case 如何将case上升到Avaya管理层， 并让管理层来重视 这个case的进展。

27 “add an update” 添加一个更新

28 “escalation request” After that, the management escalation activity (MEA) will add on your case, and Avaya management team will be alerted and will take action to move it forward. 经过上述操作，一个MEA就会被添加到您的case上面，Avaya的管理层将会收到一个通知，并开始关注这个case的进展。

29 Thank you