Userguide Customer WEB interface
Contents
1. C C Cust nr Name City Serial number Product Brand Serialnr cust Contract This search will provide the following result Activity search result Li Act nr Ref nr status Name Problem __Solution 707144 708039 ich al M fs ch mn ow Closed Finished 28 02 06 lees Finished 01 03 06 Closed 15 17 Finished 29 11 05 Deactivated 15 54 hilde hansen kristiansand dette er en test test er avslutt DEMOKUNDE 1 LE KRISTIANSAND testeteset veldig fint DEMOKUNDE 1 aj KRISTIANSAND Bestilling timebank ie aa J mM rn P Finished 28 02 06 Deactivated 15 07 dette er en test test ferdig on J In nh ico PE nh nh WO in 9 cna am hilde sesam support kristiansand sesam Support Dette er en test kristiansand DEMOKUNDE 5 KRISTIANSAND Dette er en test til DEMOKUNDE 1 KRISTIANSAND ELED CP EN tsd Geir Otto Olsen Test af safd Test fasdf asf Kristiansand Teeat Test Finished 30 05 06 Deactivated 14 35 Geir Otto Olsen Test af safd Test fasdf asf Kristiansand Teeat Test io om am J iO io ho m iO io ho a icy io i KO iy in mi k WO co iO ior al Delivered 04 01 06 Deactivated 10 19 DEMOKUNDE 1 i KRISTIANSAND kahsfaj al Ae a H ia Ih io J SERRERRREEE Finished 24 03 06 Deactivated 15 31 Find next 50 Find2. waiting response from customer Administration of activity is finished Possible invoice details prepared Equipment serial number Product name and product description Supplier i e Compac IBM HP and others Customer own serial number i e terminal ID Contract name All contracts with InfoCare will receive a unique activity number Serv code Service code Invoice code explaining what should be invoiced Response Response code Displays number of minutes hours days from the activity is registered until InfoCare should react on the activity Registered Date and time when the activity is registered Sent Date and time when equipment is sent to customer Utst ank Date and time when equipment arrived at InfoCare Satt i arbeide Date and time when work was initiated on the activity Ank site Date and time when technician arrived at customer Closed Date and time when activity is finalised Returned Date and time when equipment is returned to customer Problem Short description of the problem Hilde Page 14 03 04 2013 Info Used by InfoCare in order to indicate turn in of extra equipment Description Extensive description of the problem and progress for the job Solution Description of how to solve the activity CHANGE UPDATE OF ACTIVITY e In order to update and change an activity the user must be authorised to do this e In order to update change an open activity the key Change should be used The activity will open and the
3. Find previous 50 e Retrieve the correct equipment by selecting the link in the column for Serial number e Information on the selected equipment will be retrieved in the registration window Hilde Page 6 03 04 2013 InfoCare no Sesam Login Microsoft Internet Explorer Contract Ploasa ie me know when activity is Dsms mail ime 13706 06 12 52 C E G 3 06 06 52 Department z Bir Status Act reg by Sesam Login WEB peace Returned D C Planned C CETT T i internet Make sure that the information is correct otherwise correct any mistakes Enter the name of point of contact in the field Contact If necessary enter internal customer reference in the field Cust ref Select supplier in the field Brand Enter a description of the problem in the field Problem Click Save activity The information is updated immediately in Sesam Information concerning activity number date and time when the job was entered will be displayed Hints The search is case insensitive NB Never enter question mark only in a field This will create a problem when searching Otherwise question mark may be used freely Example Corrupt motherboard is OK If the customer already has a reference number this should be entered in the field Customer reference For guarantee maintenance the Serial number must al
4. fields will become available for change and updating Normally this is used to enter additional comments in the field Description This function can also be used to change information about the point of contact address phone number and so on e Inthe field Description can already registered text not be changed What is entered in this field in this mode will be added to already existing text Select Save activity after any changes have been made and Sesam will be updated immediately with the new information e Information concerning activity number date and time when the job was changed will be displayed e The fields Status Solution and all date time fields cannot be changed Hilde Page 15 03 04 2013
5. on guarantee contract with the supplier InfoCare conducts guarantee maintenance on behalf of the supplier e Assignments on equipment which is outside guarantee contract and maintenance contract time and materiel will be invoiced Outline of the system Sesam consists of the following modules functions Central is the registration in which assignments will be registered The assignments are pursued and updated as they are received executed concluded and invoiced The assignment information is stored for several years and can at any time be looked up directly The module for central logistics with request functions where the operator can request spare parts and goods for the assignments Procurement modules and advanced equipment for the logistics function in the company Contract registration containing customers and assignments with commitments and equipment overview covered by contract Hilde Page 2 03 04 2013 History on serial numbers on all equipment that have been maintained Comprehensive statistics history and line up including special control panels for the company management Access to Sesam Web interface The system is developed to handle error messages and activities for our contract customers and partners A certain message volume is required in order to gain access to the system Access to the system is protected with user name and password and the user will only be able to access to own
6. previous 50 DEMOKUNDE 1 dea test KRISTIANSAND dette er en test avsluttet Select required activity number in the column Act no in order to view additional details for a particular activity Hilde Page 12 03 04 2013 Activity details Act nr 707144 Code 9034 FU ty hilde hansen Cust nr Name Address sletteheivn 79 Address 4626 kristiansand Phone Contact 38266222 sesam support Mobile 91898014 Mail hilde hhansen infocare no Inv to 99998 INFOCARE DEMOBRUKER KRISTIANSAND S Cust ref Guar ref Serial number Product Brand Serialnr cust Contract Service code Responsecode 1234 hp pavillion HP Demo av WEB Interface f13 Serv oppdr tid matr J Act type Onsite service Department 1003 InfoCare Konsern Closed Finished 28 02 06 15 15 Status Registered Sent Arrived Started Arr on site Closed 28 02 06 15 14 28 02 06 15 14 28 02 06 15 15 Returned z Problem dette er en test Information Solution test er avsluttet Description icdemo 28 02 06 15 14 dette er en test Description of the fields Act no The reference number registered at InfoCare Code Security code Is used in combination with Act nr for customers without userID and password for Sesam Web Login Cust no Customer number at InfoCare Name Customer name Address Location of the equipment PostAdr Zip Code and po
7. USER MANUAL Sesam Login Z InfoCare no Sesam Login Microsoft Internet Explorer El Rediger Vis Favoritter Verkt y Hjelp Qm Q 1H A G De gre O 2 t B U TheArt of Service Information Technology Services Welcome to Sesam Main menu User InfoCare Demobruker Date 13 06 2006 Choose a different language English z Your contract TIMEBANKDEMO has 100 hours left Create new activity Eind activity ES interme INDEX INNTRODUCTION 2 General 2 Outline of the system 2 Access to Sesam Web interface 3 Login Start Up 3 ACTIVITYREGISTRATION 4 Create new activity for equipment on contract 4 Create new activity for guarantee maintenance 8 Create new activity for equipment without agreement or guarantee 10 SEARCH IN SESAM WEB LOGIN 11 General 11 History 11 Search for activities 11 Description of the fields 13 CHANGE UPDATE OF ACTIVITY 15 Hilde Page 1 03 04 2013 INTRODUCTION General Sesam Login is a web based interface to Sesam InfoCare s central system for handling and administration of error messages activities logistics and invoicing Sesam Login is directly connected to Sesam and the systems works against the same databases In this way real time updating of both systems is achieved The system covers the following types of assignments error messages for the users e Assignments related to equipment on maintenance contract with InfoCare ASA e Assignments related to equipment
8. edit rating and creation of a customer number Failing to comply with this the user company will be invoiced In necessary enter the customer reference in the field Cust ref Select desired activity type in the field Act type Enter serial number in the field Serial number er Sa Enter product code if available in the field Product If the product code is unknown a product description must be entered in the field Product desc 10 Select supplier in the field Brand 11 Normal response time for activities without agreement or guarantee is 5 working days 40 hrs If you wish to by shorter response time this is done by entering a message like Request response time of xx number of hrs hrs in the field Product desc InfoCare will enter response code in accordance with availability of technician 12 Select service code F13 Serv oppdr tid matr 13 Enter a short problem description in the field Problem 14 Enter a comprehensive problem description in the filed Description Select Save activity The information is updated immediately in Sesam Hilde Page 10 03 04 2013 SEARCH IN SESAM WEB LOGIN General Most fields in an activity are searchable l e it is possible to search for an activity connected to a particular serial number or installation location It is also possible to search for activities with different status code History It is possible t
9. in WEB Y RecDateTime Sent Arrived Started 4rr on site Closed Returned Planned 13 06 06 Problem Description Solution Save activity Extended update access for all fields Enter complete name postal address and point of contact Enter serial number product code description and manufacturer Select service code in accordance with the supplier Select activity type in accordance with the terms of guarantee from the supplier Enter a short description in the field Problem Enter a comprehensive description of the problem in the field Description Select Save activity The information is updated immediately in Sesam Hilde Page 9 03 04 2013 Create new activity for equipment without agreement or guarantee 1 Select Create new activity from the main menu 2 In the registration window search for the customer in the same way as described on page 4 3 Make sure that the information is correct In particular verify that the fields for point of contact phone number equipment address and product description are correct 4 Enter correct customer number for invoicing in the field Inv to In case the installation location is not registered with a Customer reference in the InfoCare customer database and the customer should be invoiced directly the InfoCare Customer Centre should be contacted for a cr
10. messages and contracts For additional information please contact kundesenter infocare no In case of problems with registration please contact InfoCare Support Centre at phone number 38 06 60 40 alternatively by e mail to supportsenter infocare no Login Start up e Enter www infocare no e From the left menu please select the link to KundeSenter e From the pop down menu please select the link to Sesam Login where you will be requested to enter username and password e The main menu of the system will appear 3 InfoCare no Sesam Login Microsoft Internet Explorer El Rediger Vis Favoritter Verkt y Hjelp Owe O A A Al Pm Servet O BS Adresse http www infocare no iframewide aspx m 55 gt Baa Kobinger Tilpass koblinger Windows Telenor e post Telefonkatalogen TheArt of Service Information Technology Services Welcome to Sesam Main menu User InfoCare Demobruker Date 13 06 2006 Choose a different language English gt Your contract TIMEBANKDEMO has 100 hours left Create new activity Find activity Hilde Page 3 03 04 2013 ACTIVITY REGISTRATIONS Create new activity for equipment on contract e Choose Create new activity from the main menu The following window will be displayed AktNr New Find equipment Cust nr az Name AddName Address Post adr Phone Mobile Mail Contact Inv to Cust ref Guar ref please i me k
11. now when activity is Flsms F mail Department Status Act reg by Sesam Login WEB YV 13 06 06 14 12 Problem Description Solution fF Save activity Extended update access for all fields e Enter some of the customer name and address in order to search for the correct customer e Click on Find Customer and a list of hits will be displayed Hilde Page 4 03 04 2013 99990 0 DEMOKUNDE 1 S ENTERT customer knej custnr Nams JL Address DEMOVEIEN 3 Postal code 4612 City KRISTIANSAND 99991 0 DEMOKUNDE 2 DEMOVEIEN 45 4500 MANDAL 99992 0 DEMOKUNDE 3 DEMOVIENE 306 165 OSLO 99993 0 DEMOKUNDE 4 ARENDAL 99994 0 DEMOKUNDE 5 DEMOGATEN 569 4689 KRISTIANSAND DEMOGATEN 5 4826 99995 0 DEMOKUNDE 6 DEMOVEIEN 2 6900 BR NN YSUND 99996 0 DEMOKUNDE 7 DEMOGATEN 1236 9010 TROMS 99997 0 DEMOKUNDE 8 DEMOVEIEN 7589 7000 TRONDHEIM 99998 0 INFOCARE DEMOBRUKER MAGNUS BARFOTSVEI 7 ae33 KRISTIANSAND End neso Find previous 50__ Back e Pick up current customer to the registration window by selecting the link in the column for customer number NB The column on the far right side will indicate if the c
12. o search foreclosed activity error message within 30 days after closure of activity Search for activities e Select Find activity from the main menu e The following search window will be displayed Activity searchmenu Enter search criteria and press Find activity Find activity Cust nr Act nr ernie Ref nr City Guar ref Serial number Product Inv to Reg date 13 06 05 13 06 06 i Brand Dept B5 Sa Serialnr Status Apen cust Contract Status Open covers the following Registered Assigned and in progress It is possible to search for all fields completely or partially For example Required search result Enter the following fields Find all closed activities for a particular Name customer name installation customer Reg date from to registration date Status Closed Find all open activities within a particular Status Open Reg date from to timeframe registration date Find all activities for a particular serial Serialnr serial number Status All number irrespective of status Hilde Page 11 03 04 2013 The following example explains how to search for all open activities for a particular customer one searchmenu Enter search criteria and press Find activity Find activit Act nr Ref nr Inv to Dept Status a sd Guar ref e Reg date All
13. stal address Phone cont Phone number and point of contact must be registered Inv to Customer ID name and location where the invoice should be mailed Cust ref Customer reference ID Guar ref Guaranty reference ID Act type Activity type Activity type Explanation Field service Service at customer location Workshop service Service at InfoCare workshop Hilde Page 13 03 04 2013 Activity type Explanation Swap exchange of equipment i e guaranty swap i Drift Service Drifting of the system at customer location Preparation of equipment i e before installation PickUp Repair Return Pickup repair and return of equipment Telephone service Telephone support Installation Installation at customer location Handling Handling of equipment for onward delivery Duty availability Department Status Status code Registered Assigned Started Sent Arrived Technician with customer Waiting arrival Waiting Closed Finished Serial number Product Producer Serial number customer Contract Department number and name for InfoCare department that execute the activity The status of the activity Description of when the activity is planned started finished and after start the progress of the activity Explanation The activity is registered but not assigned to Waiting for arrival of equipment workshop activity The activity cannot be finalised for different reasons l e lack of spare parts
14. ustomer has equipment on contract with InfoCare ASA e Customer information will now be retrieved into the registration window NB Make sure that the information is correct In particular verify that the fields for point of contact phone number equipment address and product description are correct e Click on Find equipment in order to search for equipment on contract The following window will be displayed Hilde Page 5 03 04 2013 oe renieen ss equipment ti contrct name Seriatmumber prouet Sede ResPoncel ene 1 E o1 a Eanes ADVANTAGE PACK GOLD AVTALE 10 BRUKERE ar Ren 2 TEST 2 pemoxunoe EET c2145sa DeskJet 850 ko rs008 1o40 3 TEST 3 IDEMOKUNDE 1 88776655 TEST c3916A LaserJet 5 Kot rs008 1040 4 TEST 4 Demokunpe 1 77886655 TEST iy 3com OFFICECONNECT HUB Kot rs002 1040 l Test 5 IDEMOKUNDE 1 PC DESKPRO XT300 KoL rs008 1040 6 TEST_6 DEMOKUNDE 1 PC DELL OPTIPLEX M99 KO1 rs008 1040 7 TEST 7 DEMOKUNDE 1 PC DELL OPTIPLEX M986 KO1 rs008 1040 8 ITEST 8 IDEMOKUNDE 1 88889999 TEST PROLIANT ML350 PROLIANT ML350 Kot rs022 1040 3 TEST 9 pemoxunoe UET rourer CISCO ROUTER 801 ko rs002 1040 lollTeST _10 DEMOKUNDE 1 SUPPORT ONSITE SUPPORT OS NT SERVER KO1 rs022 1040 11 TEST __11 DEMOKUNDE 1 SUPPORT ONSITE SUPPORT ARCSERVER KO1 rs022 1040 eer ean SUPPORT TELEFON SUPPORT MS BACKOFFICE 54 aaa nea Find next 50
15. ways be registered Hilde Page 7 03 04 2013 Create new activity for guarantee maintenance Report error on equipment covered by guarantee If equipment is covered by guarantee from the supplier and at the same time is NOT covered by own agreement with InfoCare the following rules must be followed Equipment from the following suppliers may be reported directly to InfoCare on the system Compaq IBM MultiQ Digital OKI Tosiba Tatung Viewsonic Fujitsu Motorola Cinet Fujitsu Epson If otherwise not agreed equipment from the following suppliers CANNOT be reported directly to InfoCare Reporting must be directed directly to the supplier This is in accordance with the supplier regulations HP Lexmark Xerox Tektronix Silicon Graphics Siemens Bull Zenit Packard Bell Dell Unisys Nec Hilde Page 8 03 04 2013 e Select Create new activity from the main menu enter information in this window PEtivity new change AktNr New Cust nr Name AddName Address Post adr Phone Mobile Mail Contact Inv to Cust ref Guar ref closed by Please let me know when activity is Lisms O mail Serial number Product Product desc Brand Serialnr cust Service code Responce Contract Act type Department Status a E Act reg by Sesam Log
Download Pdf Manuals
Related Search