User Guide B&R Support Portal for Customers and Partners of B&R
Contents
1. Figure 16 Display support request Area Changelog for example request number 000400000225 4 2 4 Change a support request Basically changing a support request depends on the state of it As long as the support request has not been sent over to B amp R you can change it anytime To change a created support request you have to display open the specific request s e g Display a support request on page 15 You can only make changes in opened requests Switch to the request s tab and process your changes You can apply the changes by using the button 2 eree After that a confirmation window will be displayed which you can confirm with the button A ves If you don t want to save your changes push the button O w E ii you confirm you get a information window afterwards of the successful change of the support request You can confirm this window with the button requests overview and you get back to the Please confirm a Do you really wantto change this request Figure 17 Change a support request confirmation window Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 17 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Infor mation x The requesthas been successtully changed Fi By pushing the button Q Ghose Tab in the tab of the changed support request you can close it again N2. Onboard AR Version Enter the version of the installed Onboard Software Automation Runtime Enter the version of the software PVI Enter the version of the software ACP10 ACP10 ARNCO Error numbers Enter the error code s of the software ACP10 respectively ARNCO if such one is displayed ARNCO Version Enter the version of the software ARNCO Table 2 Fields when you create a support request After you entered your data into the fields you can create the support request send it over to B amp R e g Send support request to B amp R on page 18 or add a file attachment e g Add attachments to a support request on page 18 You can also reset by pushing the button Close Tsb After that you get back to the requests overview tab T Create request The support request will be created when you push the You immediately get a short confirmation notice When you push button you get a information notice that the support request has been created successfully which you can confirm with the button Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 13 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Please confirm x Do vou really want to create this request Figure 10 Create a support request confirmation window Infor mation x The requesthas been successfully
3. Area Changelog for example request number 000400000225 17 Figure 17 Change a support request confirmation WINKOW c cceeccccceeeeeeceeeeeceeeeeeeeeeeeeeseaueeessaeseesaaaeess 17 Figure 18 Change a support request information WINGOW ccccsececccseeeeeeceeeeeeceeeeeeeseeeeeseaseeessaneeesaaees 18 Figure 19 Support request with file attachment cccccccseeecececeeeeeceeeeeeeeeeeeeeaeeeeeeesseeseeeessaaaseeeeesssaaeeeees 18 Figure 20 Send support request to B amp R confirmation WINGOW cccccsseeecceecaesseeeeeeeeeeeeeeesaaeeeeeeseaaaeeeees 19 Figure 21 Send support request to B amp R information WINKOW ccccccsseeeeeeeceeeeeeeeeseeseeeeeesaaeeeeessaeaeeeess 19 Figure 22 Ada additional IMlOMMaWOMzssecssctesexsacceessqntexdeat a A E E i 20 Figure 23 Add additional information information WINGOW cccscccccccsseeeeceeeeeeeeeeeeeseseeessseeessaneeeessaees 20 Figure 24 Cancel support request confirmation WINKOW cccccceeeeeeeeceeeeeeeeeeaeeeeeeeeeaaeeeeesaaaeeeeeensaaeeees 21 Figure 25 Cancel support request information WINKOW ccccccsssecceeecseeseeeeecaeeseeeeeeusauseeeeeesaaeeeeessaaaeeeess 21 Figure 26 Tab Search for targeted search of reQUESTS ccccscescceeceeeeeeeeeesaeeeeeeeeeeeeeeeeessaaeeeeeessaeeeeeeeas 22 Figure 27 Bal WII Stale ChCAlCO sn neccrnearanmancaaieevianervaneanacameacuschacneineneararcaiemauummaininclaciaaneresnndiasmemuncaan 23 Fi
4. IC Company Prone Fax Address OOO042S3e7 7 DEMORUADE 49 69 Businesspark 138 60198 Frankfurt Gernany Account C0534263 Gender First Hamme Last Hamme Contact e Mail Phone Fax Street Ha City ZIP Code Country Region Administrator Web Access User Role Servicemanagement Mailinfo Service Order User Role Supportmanagement male Servhlg Guggenberger christian guggenbergerabr autamatian 69 1222835 Businesspark 138 Frankfurt 60198 Schleswig Halstein Support Manager Support Processing Support Engineer Support Manager Figure 4 Assign user role 3 Structure of the B amp R support portal The support portal consists in the main window of the following components marked red in the figure Copyright B amp R Subject to change without notice Support_Portal Web_V1 0 October 8 2007 8 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail o the Requests overview Here all support requests will be displayed The requests overview is structured in six horizontal displayed bars each containing a different request state o Created All support requests will be displayed which you have created o Sent to B amp R All support requests will be displayed which you sent to B amp R o In Work All support requests will be displayed which are currently proce
5. 31 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Table Index 6 Table Index Table 17 f co 6 9 er ne ee eee ea eo nee ene on Se eee ne ee ee eee ner 2 Table 2 Fields when you create a support request c cee eccccceeececceeeeeeceeseeeeeeeeeeeseuseeseeeeeessuseeesseaeeeeeaees 13 Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 32 32
6. internet options gt security for Mozilla Firefox by using the menu extras gt settings gt cookies 2 2 Access rights for the B amp R support portal The access to the B amp R support portal works with the Login you use for the B amp R Homepage http www br automation com and the button myPortal There exists one or more user administrators for each customer or partner They can add edit or delete users and manage their authorizations for your company by using the function My Portal Manage Users With this function you are quite independent in maintaining your user data In case an employee leaves from your company you can immediately deny access to this person Company Products Service Events News MUM Manage Users myFoartal gt Manage Users Change Userdata Manage Users Change Password Product Changes Information Logout Lisername First Mame Last Name automationLETTER Subscribe here to receive the latest news about corrent automation trends Usermame First Name Last Name Web Access Administrator directly in your mailbox a i ff ili Fij Ji M To Ganteig Alexander Baier v y Your e mail address Wy TO54928 Brigitte Bermannschlager T bad Figure 2 In the Menu Manage Users you are able as Administrator to create and manage users for the B amp R Support Portal you attain to this screen over www br automation com gt myPortal User roles and Authorizations The user administrator can as
7. for the support request Support requests with state In Work can only be transferred into the state Call back or Solution found by B amp R For requests with the state In Work you can o Cancel o Add additional information o Add file attachments to the additional data Copyright B amp R Subject to change without notice October 8 2007 24 32 Support_Portal Web_V1 0 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Created 1 Sent to B amp R 2 In Work 0 Request number Subject Created on Material number Serial number Callback 2 Solution found 2 Completed 2 Figure 29 Bar with state In Work 4 3 4 Support requests Bar with state Call back In this bar all support requests will be listed which have the state Call back Support requests get the state Call back when an employee at B amp R sets this state for the support request Support requests with state Call back can only be transferred back into the state In Work by you when you enter an answer to the call back of B amp R and send it to B amp R For requests with the state Call back you can o Cancel Add additional information Add file attachments to the additional data Enter and send an answer to the call back Add file attachments to the answer to the call back O O O O If a support request has the state Cal
8. processor o The customer has the possibility to add additional information or file attachments to the support request which shortens the time for the support process and simplifies it o The customer is anytime up to date concerning his support requests and gets automatically an E Mail if the state of a support request changes O O O Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 4 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Requirements 2 Requirements This chapter describes the system requirements for using the B amp R support portal and how you get access rights for the B amp R support portal 2 1 System requirements for using the B amp R support portal You have to meet the following system requirements to use the B amp R support portal o Browser You can use a standard browser like Microsoft Internet Explorer or Mozilla Firefox o Browser Plug Ins Macro Media Flash Player Version 8 or higher You can download this Plug In for free on http Wwww macromedia com shockwave download download cgi P1 Prod Version ShockwaveFlash With the following link you can check your currently installed version of the Macro Media Flash Player http www macromedia com de software flash about o Browser Security Settings Set up your Browser in use in a way that Cookies are enabled this works for Microsoft Internet Explorer by using the menu extras gt
9. Perfection in Automation www br automation com User Guide B amp R Support Portal for Customers and Partners of B amp R We reserve the right to change the contents of this manual without warning The information contained herein is believed to be accurate as of the date of publication however Bernecker Rainer Industrie Elektronik Ges m o H makes no warranty expressed or implied with regards to the products or the documentation contained within this book Bernecker Rainer Industrie Elektronik Ges m b H shall not be liable in the event if incidental or consequential damages in connection with or arising from the furnishing performance or use of these products The software names hardware names and trademarks used in this document are registered by the respective companies Copyright B amp R Subject to change without notice October 8 2007 Support_ Portal Web_V1 0 1 32 User Guide B amp R Support Portal for Customers and Partners of B amp R General Overview Support Portal B R Versions 1 0 11 09 2007 First Edition Schmidt Markus Table 1 Versions Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 2 32 User Guide B amp R Support Portal for Customers and Partners of B amp R General Overview Support Portal B R ll Table of Contents 1 General Overview Support Portal B R cccscsssseecenseecessescenseseeseesenseesenseesenens 4 1 1 Process HOW csrsxsucenensca
10. Therefore switch to the tab Actions with a single click in the header of the support request Actions are all executed activities which were applied on a support request for example solution proposal created answer of customer to a call back Requests overview Hew Search 000400000225 Support request completed Support Data 0 Documents A Gof L sungsvorschlag erstellt L sungsvorschlag Daten auslesen 2007 09 05 07 56 51 on der Flash Karte wieder verwenden Losungsvorschlag erstellt durch Christian Guggenberger erstellt am 05 09 2007 Beschreibung des L sungsvorschlags Sie m chten also Tasks v Die M glichkeit die es gibt ware im Monitormode zu berpr fen welche Tasks sich auf der Karte befinden Diese k nnen dann mit dem PI Transfer Tool hochgeladen werden Die Tasks liegen dann allerdings alls br Files vor ohne Source Code also nicht mehr ver nderbar Eine andere M glichkeit gibt es nicht Figure 15 Display support request Area Actions for example request number 000400000225 October 8 2007 Copyright B amp R Subject to change without notice 16 32 Support_Portal Web_V1 0 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail With the button you can display the details of the action Alternatively you can open the details of the Ce action in a separate window with the button By pushing the butto
11. al Web_V1 0 14 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Select a material and apply your selection g ma the button A as However you can cancel the selection of a material by using the button pers ee 4 2 2 2 Select a software hierarchy You cannot enter a software hierarchy directly as for selecting a material To select a software hierarchy use the button CJ You get to the window to select a software hierarchy You can click on an arrow beside a folder to expand the hierarchy for the specific software Flease choose x Automation Sothuare bg AS Automation Studia Tools gt jae AS Communication gt pel AS Diagnostics and Debugging ed AS Libraries T Eg AS Motion Control AS MOC CNC Engine i AS MOC Motion Diagnostics ty AS MOC PLCopen Libraries AS WOC Robotic Engine b AS Programming Languages PE 5 Programming and Project Organ i Mmea A oe ee ee mm e ee m Lx Cancel Apply Figure 13 Select a software hierarchy Select a software by marking an entry and applying your selection by pushing the button A tery However you can cancel the selection of a software hierarchy by using the button Q m 4 2 3 Display a support request To display a support request you must switch to the Requests overview tab if you are not currently on this tab Select the support r
12. c fields see table 2 on page 13 Also in the search tab you can use the button to select a software hierarchy e g Select a software hierarchy on page 15 A drop down menu is provided for you for the fields hardware category and project where you can select your specific search criteria For the search of a specific date of a support request you can use the calendar function with the icon 4 Just click the icon and then the specific day you need The system automatically writes the selected date into the field Created from respectively Created to In text fields you can use wildcards for example in the field subject you can enter the search term of break Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 21 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Requests overview Hew Search Search Criterias Subject Yersion Automation Studio Hardware version Automation Runtime Hardware 7 Py Yersion Material number APROL Version Software Created from HH to f Project i Search Cance Figure 26 Tab Search for targeted search of requests After you entered your specific search criteria you can start the search with the button Q earen or reset your search criteria with the button agen After you started the search the results will be displayed in the lower area
13. created Figure 11 Create a support request information window The support request will be added to the requests overview in the state tab In Work afterwards If it appears not in the state tab refresh your screen The support request is completely created At this time you can edit and change the support request anytime you want to 4 2 2 1 Select a material If no material is entered directly you can select a hardware and a category and with this selections you can display all possible materials as list The total of all found possible materials for the selected hardware and category is displayed in the outon Jke 11 in the a button To select a material for the support request use the button You get to the window to select a material Please choose a Material number Description O AZOACOZO 1 AZO CPU Fieldbus pP16 ASO ACOS02 s20 CPU Fieldbus pP2s AZOCPO2O 1 20 CPU Compact pP16 A AZOCPO29 1 20 CPU Compact pP16 ETH 100 Base T AZOCPOS92 20 CPU Compact pP25 ETH 100 Base T O AZOCP 14544 A200 CPU Celeron 266 EPL prof 1 IF O AZOCP 1485 20 CPU Celeron 400 EPL prot 1x IF O AZOCP 1486 AZ0 CPU Celeron 650 EPL prot 1x IF A2OUCP S454 A20 CPU Celeron 266 c EPL prof ox IF w ASOCPS485 20 CPU Celeron 400 EPL prot Sx IF AZOCPS456 A20 CPU Celeron G50 EPL prot Sx IF Figure 12 Select a material Copyright B amp R Subject to change without notice October 8 2007 Support_Port
14. d E Mail Notifications cccccccseeecececeeeeeceeeeeeeeeeeeeseeeeeeesaeeeeeeeessaaeeeesesaaaaees 29 Aela GON O 31 TADIC MOOK osier EEEE EEEE EEEE EEEE 32 Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 3 32 User Guide B amp R Support Portal for Customers and Partners of B amp R General Overview Support Portal B R 1 General Overview Support Portal B R With the B amp R support portal an application has been created where customers of B amp R can enter and process support requests over the homepage of B amp R The B amp R support portal is going to be released in the course of the year of 2007 for all customers and partners of B amp R So when you need support for our hard and software products as customer or partner of B amp R you can simply and comfortable realize this over the B amp R support portal 1 1 Process flow The flow of the support process by using the support portal of B amp R looks just like this Translation in german or english es Figure 1 Support process flow Benefits of the B amp R support portal for customers The customer has the possibility to create support requests anytime Therefore the time for solution findings will be shortened for the customer The customer has the possibility to easy trace the support process anytime The customer can answer call backs in the support portal and can be sure that this is sent to the right responsible support
15. e button in the support request s tab You get to the window Additional data were you can type in your text In this e g window you also can upload file attachments for the support request with the button 3_ P Add attachments to a support request on page 18 Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 19 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Additional data x Subject Description ag Add information SS a A aa a a Ge A a a a a a a a a SS E a a a a a aaia aaa a a a Figure 22 Add additional information Enter an adequate subject for the additional information and enter the real additional information in the field description The fields subject and description are required fields in this window With pushing the ou can save your data After that you just have to confirm the information window with the button If you do not want to send additional information to B amp R just push the button Q aa and you get back to the request Infor mation x The information has been added Figure 23 Add additional information information window After you confirm the information window you get back to the requests overview and an external action is being created in the area Actions 4 2 8 Cancel support request You can cancel a support request at any state The on
16. equest which you want to display and double click it The selected support request will be displayed in a new tab for example request number 000400000262 You can also select more than one support request simultaneously and switch between the separate request tabs Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 15 32 Process overview of the B amp R User Guide B amp R Support Portal for Customers and Partners of B amp R support portal in detail By pushing the button Q toset in the tab of the displayed support request you can close this tab again Please note that if you changed something in the support request these changes will not be saved when you close the tab So when you display a support request you get to the area Support Data of the specific request Requests overview Hew Searth 000400000225 Support request completed Actions Changelog Header Ersteller Christian Guggenberger Created on 2007 09 05 at 49 Subject Description A ALTMP_BRP_3 POF Support Data Software 3 Hardware essories general ie 5 ive Hardware Project Contact person Priority Material number Revision Serial number Error numbers version Automation Studio version Automation Runtime APROL Version Additional data Figure 14 Display support request Area Support Data for example request number 000400000225 You can display actions for the displayed support request
17. es and Gentlemen a question concerning support notification 400000204 has occurred You can access the notification directly with the link stated below http service br automation com supportPortal dev index jsp language DE amp supportRequestNumber 000400000204 Best regards Your B amp R Supportteam Please note that this is an e mail which is automatically generated by the system Therefore answering this e mail with the reply function of your e mail program is not possible Figure 37 Automatically generated E Mail Notification Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 30 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Figure Index 5 Figure Index Figure 1 Support process TOW oiccsincrancsceavaratodvandudiaanscmaneiponcatawpecarenebiad lieunadudnidiemacetidasacintitadndndemensiaeswiiacvedys 4 Figure 2 In the Menu Manage Users you are able as Administrator to create and manage users for the B amp R Support Portal you attain to this screen over www br automation com gt myPortal cceeeeee 5 Figure 3 Dalta of the USE umianttairnamsniaambseaaianecenianemienesnnaaniaaneduandenatintaeranianosaneadstseuntetistmunintaaanabiimcainiadnbyetitenins 7 Figure 4 Assign user role cccccseeccccseeeeeeceeseeeeaeeeecaaeeeeaeaeeeessaeeeeeseaeeeeseeeeeseaueeeseaeeeesaaeeeesegeeeeseeeeeesseneeneas 8 Figure 5 Support portal inital
18. ges eer Information Sompany Information Logout automationLETTER ID o00d42s677 Subscribe here to receive Company DEMOKUNDE the latest news about Ranar qo g5 current automation trends directly in your mailbox Ean Address Businezspark 138 Your e mail address E GO 60198 Frankfurt Germany Cutting Edge Gir travel has become almost an everyday occurrence for many people 45 airlines Account 0054563 strive to expa n Eye for Qualrty The cosmetics industry represents 4 significant ErtebNaraes branch of the French economy In France sales Last Mame Contact e Mail Gender Nicely Wired Today s automobiles conceal a nervous system of more papi than 2 km of cable and several dozen dife street Moi Phone LEP E EY City ZIP Code Country Region Administrator Web Access User Role Servicemanagement Mailinfo Service Order User Role Suppoartmansagernent RESET PASSWORD Figure 3 Data of the user Change the user role in the support portal or assign a role to the user initially by pushing the button Select the desired role in the drop down menu in the field User Role Supportmanagement and push the button Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 7 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Manage Users Structure of the B amp R support portal Company Information
19. gure 28 Bar with state Sent to B amp R eccccccccsseeeececeeeeeeeeesaeeeeeeeeseeeseeeeeeeaeeeeessseeeeeeeesseaeeeeeesseeeeeeeeeas 24 Figure 29 Bar with state In Work cccccecccccssscecceeseeeceesceceeuseeecsaeeeeseaeeecseuseeessuseeessageeeeseeeessseseesssageees 25 Figure 30 Call back ANS OM csc pace ceceseca ane visa Gesesoeqqscesaecastadaee oi seseacges eiseasey devauneetaaaee arsesecadevedseue desaraqeteanse assess 26 Figure 31 Call back answer information WINKOW cccccsseecceeeceeeeeeeeesaeeeceeeeeaeseeeeeeseaseceeessaaeeeeeessaaseeeeeeas 26 Figure 32 Bar with state Call back oo eccccccccccccsssseeceeeeeeeeseeseeceeeeeeseeeessseeeeeessseaaseeeeeeessaaaaseeeeeseessaaagaees 27 Figure 33 Set support request back to state In Work Confirmation WINKOW 00 ccceeeseeeeeeeeeaeeeeeeeeens 28 Figure 34 Set support request back to state In Work information WINGOW ccccseceeeceeeeeeeeeeeeeesnaaeees 28 Figure 35 Bar with state Solution fOUNC 2 cccccceeeeceecceeeeeeeeecaeeeeeeeseeeeceeeesaeeseeeessaaeeeeeessaaseeeeessegeeeeeeeas 28 Figure 36 Bar with state Completed ccccccccccssseeeeeeeaeeeeeeeecaeeceeeeseeesceeeeseeeeeeeessaeeeeeeessaaeeeeeessageeeeeeaas 29 Figure 37 Automatically generated E Mail Notification cccccccecccecceeseeeeeeeaeeeeeeeeseeeseeeeseseaeeeeeesaaeeeees 30 Copyright B amp R Subject to change without notice Support_Portal Web_V1 0 October 8 2007
20. hitp Awww br automation com After that choose the entry Supportportal in the Service menu Company Products Service Events News myPortal Supportpaortal Figure 6 B amp R support portal access After selecting the menu entry your have to login Passyvvord Figure 7 Login support portal Click in the field Username respectively Password and enter the access data User name and password for the B amp R support portal Please note that the fields are case sensitive and therefore attend upper and lower cases when you make your entries Log on to the support portal by using the button al Loom After successful enter you get on the initial screen of the B amp R support portal e g Figure 5 on page 4 4 2 B amp R support portal Processing support requests This chapter describes how you can create display and change support requests and how you can send them to B amp R cancel and search them and add files as attachment Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 10 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail 4 2 1 Requests overview After successful enter you get on the requests overview Here all requests will be displayed which are fragmented into the bars with the specific state Requests overview Hew Search _ Show only my requests Created 1 Request number Subjec
21. k to work state of the support request on In Work again by using the button Confirm the following confirmation window with the button button 7 ox and the following information window with the Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 27 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Please confirm x Do you really wantto send this request back to work Figure 33 Set support request back to state In Work confirmation window Infor mation ae The requesthas been successfully sent back to work Figure 34 Set support request back to state In Work information window Created 1 Sent to B amp R 2 In Work 0 Callback 2 Request number Subject Created on Material number Serial number ooo400000235 PP45 verliert Touchkalibrierung 2007 09 06 4PP045 0571 042 o00400000710 Problem im Betrieb spor Absturz 2007 08 14 x20CPO0292 Completed 2 Figure 35 Bar with state Solution found 4 3 6 Support requests Bar with state Completed Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 28 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail In this bar all support requests will be listed which ha
22. l back B amp R needs further information from you to process the support request You get an automatically generated E Mail Notification from support portal br automation com To guarantee a fast and effective processing of the support request when you sent a support request to B amp R you should periodically look into this area of the support portal if your support requests have the state Call back You can see the content of the call back in the area Actions in the specific support requests tab To send an answer to a call back to B amp R push the button E Call back answer and you get in the window Call back answer Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 25 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Call back answer 4 Subject Description a Figure 30 Call back answer Enter an adequate subject for the answer to the call back and enter your answer text into the field Pure The fields subject and description are required fields in this window You can push the button to save your input data After that confirm the information window with the button yo When you push the button me you get back to the support request if you do not want to send the answer to B amp R Here you also have the possibility to add file attachments with the button e g Add attachme
23. le when the priority has been set new Show only my requests Created 1 Sent to B amp R 2 In Work 0 Callback 2 Solution found 2 Completed 2 Figure 5 Support portal inital screen The number beside the state shows the total of support requests with the specific state In the header of the support portal the current version and the currently logged in user with his assigned role will be aga displayed You can log yourself off the support portal anytime by using the button in the above right corner Per default the area Requests overview and there support requests with the state Created will be displayed after entering the support portal 4 Process overview of the B amp R support portal in detail This chapter describes in detail how you create edit display cancel and search support requests Also will be described how you can trace the state of a support request in order to retrieve the progress of the Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 9 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail support case The chapter is structured in three main sections the section of the access Login the processing of the support requests and the tracing of the state of a support request 4 1 B amp R support portal Access Launch the B amp R Homepage with the URL
24. ly exception is when a support request has the state Completed To cancel a support request ey the specific request e g Display a support request on page 15 and push the button x nc l j in the support requests tab Confirm the confirmation window afterwards with the button _ J and the following information window with the button to cancel the support request definitely If you cancelled a support request unintentionally it is not possible to recover it and you have to create the support request new Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 20 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Please confirm koi Do you really wantto cancel this request Infor mation 4 The requesthas been successtully canceled Figure 25 Cancel support request information window 4 2 9 Search support request For effective and targeted searching and displaying a support request you can use the search function on the support portal Switch to the search bar where you can enter your specific selection criteria to search for a Support request The criteria include Subject Hardware Category Material number Software Project Version Automation Studio Version Automation Runtime PVI Version APROL Version Created from to O O O O O00 0 0 Oo Oo For more information about the specifi
25. n SANN you can leave the window of the details again and you get back into the tab Actions If you want to display changes in the state of the support request you can switch to the tab Changelog In the changelog all changes in key fields and states will be logged for a support request with date time user and the new state Requests overview Hew Search 000400000225 Support request completed Support Data Actions Type Date Time User new state Statusanderung 2007 09 05 07 58 37 ServMg Guggenberger SAPBUSINESSC completed Statusanderung 2007 09 05 07 58 37 ServMg Guggenberger SAPBUSINESSC R cknahme proposal for solution Statusanderung 2007 09 05 07 56 51 B amp R Christian Guggenberger GUGGENBERGEC proposal for solution Statusanderung 2007 09 05 07 56 51 B amp R Christian Guggenberger GUGGENBERGEC R cknahme in Process Statusanderung 2007 09 05 07 55 32 B amp R Christian Guggenberger GUGGENBERGEC in Process Statusanderung 2007 09 05 07 55 32 B amp R Christian Guggenberger GUGGENBERGEC R cknahme sent to B amp R Revisionsstand 2007 09 05 07 53 50 Christian Guggenberger SAPBUSINESSC DO Statusanderung 2007 09 05 07 53 50 Christian Guggenberger S4SPBUSINESSC sent to B amp R Statusanderung 2007 09 05 07 53 50 Christian Guggenberger SAPBUSINESSC R cknahme Created Statusanderung 2007 09 05 07 53 49 Christian Guggenberger S4PBUSINESSC Created
26. nts to a support request on page 18 Infor mati on x The notice has been sent Figure 31 Call back answer information window Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 26 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Created 1 Sent to B R 2 In Work 0 Call back 2 Request number Subject Created on Material number Serial number DOO400000276 Kommunikation zw CPS60 u C100 2007 09 05 3CP360 60 2 OO04000001 33 mit CP474 60 1 keine Kommunikation maqlich 2007 08 27 PlP476 60 1 Solution found 2 Completed 2 Figure 32 Bar with state Call back 4 3 5 Support requests Bar with state Solution found In this bar all support requests will be listed which have the state Solution found Support requests get the state Solution found when an employee at B amp R sets this state for the support request Support requests with state Solution found can be transferred into the state In Work or Call back again by B amp R or into the state Completed by you For requests with the state Solution found you can o Complete Cancel Add additional information Add file attachments to the additional data Set in work again O O O O If the solution does not include the desired results or you are uncertain with the solution you can set the Bac
27. of the tab Search You can directly display a specific support request when you double click it in the search result list 4 3 B amp R support portal State tracing of a support request Changes in states have the effect that requests will be transferred from one bar into another 4 3 1 Support requests Bar with state Created In this bar all support requests will be listed which have the state Created Support requests get the T Create request state Created when you create a support request in the tab New with the button Support requests with the state Created can only be transferred into state Sent to B amp R by you For requests with the state Created you can o Cancel o Send to B amp R o Change o Add file attachments Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 22 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Created 1 Request number Subject Created on Material number Serial number noo400000222 4PP220 0571 65 zeigt Streifenbildung an den Kanten von Objek 2007 09 05 4PP220 0571 65 Sent to B amp R 2 In Work 0 Callback 2 Solution found 2 Completed 2 Figure 27 Bar with state Created 4 3 2 Support requests Bar with state Sent to B amp R In this bar all support requests will be listed which have the
28. or example when you have to clarify certain facts internally In this case you can open the request and edit it anytime Requests overview Hew Search Support request Create request amp Sendto B amp R aj Upload B Close Tab Header Support Data Eg version Automation Studio rsion Automation Runtime Addition il data Figure 9 Create a new support request Field name Description Enter a subject for the support request The subject should be significant to later optimize the search for support requests The field subject is the only required field when you create a support request Enter a description for the support request Here you have to describe very detailed what the request is all about for what you need support Hardware Select a main group of the hardware from the drop down menu for what you need support Category Select a group of the hardware slected above from the drop down menu for what you need support The group is appointed by the selected main group When you don t select a hardware you also cannot select a category Material number You can enter the affected material number directly or if you selected a hardware and category you can select a possible material with the Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 12 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R
29. ote that if i process changes in the support request without saving the changes by using the button ra Change your changes will not be saved and will not be applied when you close the tab of the support request 4 2 5 Add attachments to a support request You can add any files to the support request for example an error log Add a file by using the button eg u Now you get to the windows screen to select a file Search your specific file and confirm the screen with the button Open File Attachments will be displayed beneath the description and can be opened with a single click Paes pes 0 ay Vibe ita Search 00 000 Sapport raqest competed hoh gris Fas ticia m Header Eratether Christan Gung gemini Created one 200 7 05 05 it k ALIMP CEF J POH a Figure 19 Support request with file attachment File Attachments can be deleted again by pushing the Icon eo Note that file attachments cannot be deleted or changed any more when you create respectively change the support request 4 2 6 Send support request to B amp R When you completed your data for the support request you can send it directly to B amp R Alternatively you can open e g Display a support request on page 15 support requests which were completed in the past but not sent to B amp R and send them now To send a support request to B amp R using any described method B Send to E amp R push the button in the support request s tab Afterwards y
30. ou can confirm the Copyright B amp R Subject to change without notice October 8 2007 Support_Portal_Web_V1 0 18 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail confirmation window with the button and the information window of the successful transfer of the support request to B amp R with the button vox If you send the support request directly to B amp R T Create request after completing the input data so without pushing the button the support request is being created automatically in the background Use this method when you are sure that your input data is complete and correct Please confirm x Do you really want to send this reguestto B amp R Figure 20 Send support request to B amp R confirmation window im Ly Infor mation 1 successfully sentto B amp R cL The requesthas be Figure 21 Send support request to B amp R information window After you confirmed the information window you get back to the requests overview Now that the support request is sent to B amp R it is not changeable any more What you can do is adding additional information and file attachments to the support request e g Add additional information to a sent support request on page 19 4 2 7 Add additional information to a sent support request Cd Additional infos You can add only textual information to a sent support request by using th
31. screen cccccceececcccceeeeeeeeecaeeeeeeeeceeeeeeeeeseeseeeeeeaeaeeeeesseeseeeesssaseeeeesaaseeeeeeas 9 Figure 6 B amp R support portal ACCESS ccccccccssesccecsseeeecneeeeeeceeseeecseeeeeeseeeeeseeeeeessaeeesseceeeessaseeesseeeessseeees 10 Figure 7 Login support portal eee ecccccseeeeeeeeeeeeeeeeeeeeneeeeeeeseeeecseeeeseeaeeeessaueeessaaeeesseeeeessaueeessneeesaaeeees 10 Figure 8 Area Requests Overview to list requests ccccccseeeeceeeeeeeeeeeeeeeceeeeeseeueeeeseaeeeessaueeesseeeessaanees 11 Figure 9 Create a new support FEQUEST cccccccccsseeeeeeecseeeeeeeeeeeseeeeeeseeeeceeeeseeeeeeesseaseeeeessaaseeeeessageeeeeeeas 12 Figure 10 Create a support request confirmation WiINdOW ccccseeecccceeeeeecseeeecueeeeeeeeneeeesaaeeeessaneeesaaeees 14 Figure 11 Create a support request information WINdOW ccccseeeeecceeeeeeceeeeeecaeeeeeeeeaeeeesaaeeeessaneeesaaeeess 14 Figure 12 Select a material cccccccccsssscecccceeeececeeeeeceeceeeeseeeeeseeaseeeeseeeeeeeeeeeaeseceeessaaaeeeesssageeeeeesageeeessaas 14 Figure 13 Select a software NierarChy ccccccsescccccceeseceeeceeeeeeeeecaaeeceeeceeseceeseeeseceeessaeseeeessuaseeeessaanseeeees 15 Figure 14 Display support request Area Support Data for example request number 000400000225 16 Figure 15 Display support request Area Actions for example request number 000400000225 16 Figure 16 Display support request
32. sign different users the following authorization levels o A support engineer has authorization to view his own support requests October 8 2007 Copyright B amp R Subject to change without notice 5 32 Support_Portal_Web_V1 0 User Guide B amp R Support Portal for Customers and Partners of B amp R Requirements o A support request processor has the same authorization level as a support engineer but is also able to view all support requests which are existing to a customer and edit them appropriately o A support manager has currently the same functions as a support request processor Advanced management functions are planned for support managers If you do not have a customer user administrator in your company or you need initial access to log into myPortal on the B amp R homepage please contact your customer representative at B amp R Note One of the three roles is necessary to use the B amp R support portal As administrator you can assign roles for the support portal to your users respectively change the roles Therefore double click on a user in the user list You get to the specific data of the selected user Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 6 32 User Guide B amp R Support Portal for Customers and Partners of B amp R l Requirements UC CCS EL EE my Portal Manage Users myPortal gt Manage Users Change Userdata Manage Users Change Password Product Chan
33. ssed at B amp R o Call back All support requests will be displayed for which B amp R needs additional information from you o Solution found All support requests will be displayed for which a solution proposal has been developed by B amp R o Completed All support requests will be displayed which you have completed closed o the function New Here you can create new support requests o the function Search Here you can search for specific support requests of any state You can refresh your data and support requests any time you want to by pushing the button A afresh r i Refresh By refreshing your screen the data will be re read from the system and the support portal will be feeded with the most currently available content information The support portal will be refreshed automatically at every login You can navigate in the support portal simply using mouse clicks You can open a support request with a double click e g Figure 14 Display support request Area Support Data for example request number 000400000225 on page 16 Each support request is divided in the following areas o Support data Here the general data of the support request will be displayed o Actions Here all actions which were applied on the support request will be displayed for example when B amp R places a call back o Changelog Here all changes of key fields of the support request and changes in the state will be logged for examp
34. ssssaaeees 18 4 2 6 Send SUDDOM FEQUESE 10 B amp R sirssiiisipniedipiorgr iinis anaa iee ai riiag ananas E aiai 18 4 2 7 Add additional information to a sent support request cseecccccceeeeeeeeeeeeeeeeecaeeeeeeseeeeeeesaeseeeessaaeeeeesaaeeeees 19 4 2 6 Cancel SUDDOM TEQUCSE scn EE EE e E ERES E AEA EE EEE EEE EEN EAA ESE 20 42 9 Search SUD DOM FOQUCS i ecetes aeee e e EE EEEE EEEa Ea 21 4 3 B amp R support portal State tracing Of a support FEQUEST ccccccseeeeeeseeeeeeceeeeeeeeeeeeesaaeeeeeseaaeeeeneees 22 4 3 1 Support requests Bar with state Created cccccccscccccecceseeeeeeseeeeeeeeeeeeesceesseeeeeesseeeeeeesssaeeeesseaseeesessaeeeees 22 4 3 2 Support requests Bar with state Sent to B amp R ccccccccccseeeeeeeceeeceeeeeeeeeeeesseeeeeeeeeeseeeseeeeeeeeesaaeaeeeeeeeeeeaas 23 4 3 3 Support requests Bar with state In Work cccccccccceccceeeeeeeeeeeeeeeeeeeeeeeeeseeeeeceeeeeeesseeeeeeeeeeesssaaeaeeeeeeneaas 24 4 3 4 Support requests Bar with state Call back ceecccccccccceeeseeceeeeeeeaeeeeeseeeeeeeaeeseeeeeeeseseeeeeeeeeeessaaaeeeeeeeeesaas 25 4 3 5 Support requests Bar with state Solution foung cc eceeececcceeeeeeeeeeeeeeeesecaeeseeeeeessaeeeeeeeeeeessaeeeeeeeeeeeaaas 27 4 3 6 Support requests Bar with state Completed cccccccsssseececeeeeeeeeeeeeeeeeeseeeeeeeeeeesseeeeeeeeeeeesssaeeeeeeeeeeneaas 28 4 4 Automatically generate
35. state Sent to B amp R Support requests get the state Sent to B amp R when you created the support request in the tab New and sent it directly to B amp R Sendto B amp R or displayed an earlier created support request with state Created and ce Sendto E amp R with the button you pushed the button Support requests with the state Sent to B amp R can only be transferred into the state In Work Call back or Solution found by B amp R For requests with the state Sent to B amp R you can o Cancel o Add additional information o Add file attachments to the additional information Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 23 32 Process overview of the B amp R User Guide B amp R Support Portal for Customers and Partners of B amp R support portal in detail Created 1 Sent to B amp R 2 Request number Subject Created on Material number Serial number noo400000224 4525 13 VNC Master Visualisierung funktioniert auf APC n 2007 09 05 Doo4so00000223 CPYFO 60 1 Speicher 2007 09 05 TCP FPO BO 4 In Work 0 Call back 2 Solution found 2 Completed 2 Figure 28 Bar with state Sent to B amp R 4 3 3 Support requests Bar with state In Work In this bar all support requests will be listed which have the state In Work Support requests get the state In Work when an employee at B amp R sets this state
36. support portal in detail button Possible materials e g Select a material on page 14 If you enter a material number directly the fields hardware and category will be filled automatically Revision Here you can if Known a revision state for the selected material You can enter a revision state only after you have selected a material You can enter a serial number of the affected material returns one Select a software from the hierarchy e g Select a software hierarchy on page x Select a project from the drop down menu if the support request refers to a project with B amp R Contact person Select a contact person from the drop down menu who is responsible for the support request If you don t select a contact person the logged in user will be selected as contact person by the system Priority Select a priority from the drop down menu for the support request If you don t select a priority the support request automatically is assigned with priority medium Version Automation Studio Enter the version of the software Automation Studio Version Automation Runtime Enter the version of the software Automation Runtime APROL Version Enter the version of the software APROL Area Additional data The content of the area Additional data depends on the selected material The fields which are recommended to fill will be presented in bold letters Enter the affected operating system for which you need support
37. t Created on Material number Serial number 000400000222 4PP220 0571 65 zeigt Streifenbilduna an den Kanten von T 2007 09 05 4PP220 0571 Sent to BER 2 In Work 0 Callback 2 Solution found 2 Completed 2 Figure 8 Area Requests overview to list requests When you activate the field L Show only my requests you can limit the amount of the requests and only those requests will be displayed where you as logged in user are the creator of the support request To find requests easier directly in the requests overview you can sort by the columns Request number Subject Created on Material number and Serial number ascending represented with an arrow upwards or descending represented with an arrow downwards You can do this by single click on a column header You can switch ascending and descending by one more click on a column header The sort sequence is only effective for the current state bar 4 2 2 Create support requests You can create new support requests in the support portal and directly send them over to B amp R Just click on the tab New in the support portal Here you can also create the request without send it to B amp R Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 11 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail immediately f
38. tasetesatcchmnanteniciesin iearsacesaisubenisuatudmapeiedinuetanntanddensinatenmagelsadimatsentantingmuatennaests 4 2 PRO CUIFOMIGTINS E E A 5 2 1 System requirements for using the B amp R support portal ee eeccceeeceeeeeeeeeeneeeeeeeeseeessaeeeesseeeeeenaees 5 2 2 ACCESS rights for the B amp R support DOME hicaisaicasestes odacavchedaeetusvadanndinscesiadendanetineccbacdiadewsdNtnusniiodavatinesnss 5 3 Structure of the B amp R Support portal ccccecesecesseeceeseeeesseeeenseeeeseesenneeseeneesensenees 8 4 Process overview of the B amp R support portal in detalll cesseeeeeeeeeeeeeeeeeeenenee 9 41 B amp R SUPPO pona ACCES naa ENE TNE ETE NEE 10 4 2 B amp R support portal Processing support FEQUESTS ccccecseeeeeeeeeeeeeeeeeeeeaeeeeeeeeaeaeeeeesaaaeeeeeeesaaaees 10 4 2 l RegUesSiS OV CWE W acssem iee eo a a n a a E E E a ae a 11 4 2 2 Create SUPPO rEgUESIS meme en ee aa ena nee te a a E eee aes ee ee ee eee 11 BN CIO GL a NC acca E E A E E E E E E E T abe saaasamensen ea E 14 4 2 2 2 Select a software hierarchy cccccceccccccecceeeeeeseececeeeseaeeeeeeeeeeeeeeeeeeceeesaeeeeeeeeeesseeeaeeeeeeesssaaaeeeeeeessaaeasess 15 4 2 3 Display A Suppor MOQ SN esee s EERE EE E E ETEEN EEEO AEE EREN E 15 424 Change a SUDDOM regU6Si siseciiirninsiinen eae a i aaie aE E a aaan 17 4 2 5 Add attachments to a support FEQUEST cccccssseeccececeeeeeeeceaeseeeecceeueeeeseeeuseesseuseceesseaaecesseeaueceessuageee
39. ve the state Completed Support requests get the state Completed when you as customer close your support request with the state Solution found with the button SA cose Support requests are logically closed when the solution provided by B amp R is accepted by you the customer and gives you the desired information You can not edit support requests with the state Completed nor you can set an earlier state for the support request Created 1 Sent to B amp R 2 In Work 0 Callback 2 Solution found 2 Completed 2 Request number Subject Created on Material number Serial number no04000007 00 Automation Studia W2 5 2 1057 keine Y AC Verbindung 2007 08 10 noo400000225 Daten von OMl1 11 9 lesen 2007 09 05 OM111 9 Figure 36 Bar with state Completed 4 4 Automatically generated E Mail Notifications When a support request gets the state In Work Call back or Solution found you get an automatically generated E Mail Notification by the sender E Mail Address support portal br automation com about the change in the state Such an E Mail has the following form and contains the support request number the request state and a link to the support request Copyright B amp R Subject to change without notice October 8 2007 Support_Portal Web_V1 0 29 32 User Guide B amp R Support Portal for Customers and Partners of B amp R Process overview of the B amp R support portal in detail Dear Ladi
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