eService User Manual 2.0
Contents
1. Summary 100 Chars Max D ipti An attachment will be created for Descriptions over 2000 characters Figure 12 New Service Request View Account Required Field The account field will be automatically populated with the relevant software maintenance account you are associated with Priority Required Field Select the priority of the issue you are reporting A brief description for each priority is given on the drop down menu For a priority 1 issue please submit a service request and then call the support helpdesk Product Required Field Select the Product button to open a new window to browse for the product you want the issue logged against The Pick Product window allows you to search by product name part description or product type Page 11 of 20 Siebel eService User Guide Pick Product Windows Internet Explorer gli Product bd Starting with Ke ACE Enterprise Edition ACE Enterprise Edition ACE Enterprise Editon Product AERODB Data Server AERODB Data Server AERODB Data Server Product AIM API Editor AIM API Editor AIM API Editor Product AIM Directa Directa Directa Product AIM Full Text Retrieval AIM Full Text Retrieval AIM Full Text Retrieval Product AIM Server AIM Server AIM Server Product AIM Workflow AIM Workflow AIM Workflow Product AIM API CAD2 Author AIM API CAD Author License License AIM API CAD2 Editor AIM API CAD2 Editor Product License License wy yw kw A2. 14 40 02 4 11 2011 14 30 52 4 11 2011 14 13 17 4 11 2011 10 43 34 4 11 2011 10 30 05 Created 4 d 1 334097261 33 334015952 1 3340 12604 1 334012260 1 334011905 EPP PP ere Summary Test Call Dougs eService test call new SR and check on use of the Billable flag Test SR to check that 2000 plus characters in Description creates attachment Test during Documentation Update Test of F9 with focus moved away while the email dialog is open Wi Test for F9 email error Test of the new mandatory field called Environment Test of new Environment Mandatory Field PHX Feature Lifecycle Manager 1S GBR_OPTIONS GBR_AMBULANCE I Dispatcher I Dispatcher Test for F9 error when moving away from Siebel w an amp Build Version Found 05 04 1100 1 08 01 03 08 01 03 09 01 15 08 01 03 08 01 03 08 01 02 Number None 1 100f10 gt YI R Y Updated Closed 4 19 2011 13 21 43 4 15 2011 17 37 57 4 15 2011 11 58 29 4 15 2011 12 30 00 4 15 2011 12 30 28 4 11 2011 14 45 48 4 11 2011 14 38 24 4 11 2011 14 15 24 4 11 2011 4 11 2011 11 37 57 11 37 41 4 12 2011 13 01 23 Figure 3 My Active Service Requests View 4 1 Filtering Your Active Service Requests If you have a large number of service requests currently open in our service management system you can use the Query button to filter the list by any of the available fields
3. Build Found From the drop down list select which particular version of the product you are encountering an issue with The build of a product is the last two numbers of the product version and can be identified by going to the Help menu of the product and selecting About For example if you are running GeoMedia 06 01 04 13 the version is 06 01 04 and the build is 13 Environment Required Field Select from the Drop Down List the System Environment the issue is occurring on The choices are Production Test Staging Development Training Customer Ref Number You can write your own unique reference for the Service Request in this field End User Account This field is for use by Intergraph Distributors Partners Summary Required Field A short summary or title to describe the issue Description Required Field Write in this field a full description of the issue including a workflow that a support analyst can follow in order for them to replicate the issue you are encountering Add any other relevant information in this field Once all the fields have been completed press submit to commit the new SR into the system Page 13 of 20 INTERGRAPH 5 1 Submitted Service Request s Siebel eService User Guide Once you have submitted the new service request it will appear under your Active Service Requests page with a status of Open and a Sub Status of Unassigned The sub status will change to Assigned when a support analy
4. Figure 10 Service Request Updates Section E Change Request CR If the service request issue was identified to either be a defect or enhancement to an Intergraph product the relevant change request report will be generated and related to the service request so that the customer can receive updates on the progress of the CR Date Opened Product Summary 2 11 2011 09 29 24 Intergraph MasterMap Pack Test Patch CR Figure 11 Service Request Change Request Section Page 10 of 20 INTERGRAPH Siebel eService User Guide 5 Creating a New Service Request Select the New button from the Active Service Requests screen to submit a new service request to the Helpdesk in ST Service Change Requests My Account Help Logout Report Help Reports v My Service Requests My Service Requests Please use our self help knowledge base to solve your service problem or issue If you have already searched the knowledge base you can submit a new service request by completing the following information Account Intergraph UK Limited id Priority 3 Med Limited Problem Scop v varte bd legs 1 issues please submit the service request then call the Product l4 Version v Build Found Ed Environment Producton v Customer Ref Number You can enter a reference for tracking in your own system if desired End User Account Distributors and Regional Support Use Only
5. Customer Survey for this Service Request Service Request SR 1 334009901 Product PHX Documentation Account Intergraph UK Limited Priority 3 Med Limited Problem Scope Last Name Crook Opened 4 11 2011 10 30 05 First Name Doug Closed Phone 44 0 1793492521 Version 09 30 Customer Num Build Ext CR Status Open Environment Test Sub Status In Process Summary Test of new Environment Mandatory Field Description Test of new Environment Mandatory Field to ensure it appears in full Siebel correctly and that if the field is left blank it will not submit and it certainly will generate an error Attachments Updates SR 1 33400990 1 Test of new Environment Mandatory Field Dear Doug A service request has been created for your reported issue Details of the service request are as follows SR 1 334009901 Title Test of new Environment Mandatory Field Product PHX Documentation Status Open In Process Description Test of new Environment Mandatory Field to ensure it appears in full Siebel correctly and that if the field is left blank it will not submit and it certainly will generate an error If you would like to add 4 11 2011 any further information to this service request please email uk ips helpdesk intergraph com or call 0800 618500 quoting SR 1 334009901 Customers 11 45 56 can access detailed information on the progress of a service request through eService available from http esupport intergraph com Please contact the He
6. Figure 4 INTERGRAPH f Service Change Requests My Account Help Logout Report Help Reports ox My Service Requests My Active Service Requests Figure 4 Service Request Query View Page 7 of 20 INTERGRAPH You can filter your service requests by Product Environment or look for service requests which have a particular Sub Status Siebel eService User Guide Service Change Requests My Account Help Logout Report Help Reports v My Service Requests Click New to create a new service request Click Query to search for service requests you or other users in your company have created Reports are run against the list that is displayed For more info see Help My Active Service Requests sR Status Sub Status Created J Summary Product Version Build Found Customer Ref Number ExtCR Updated 1 334009901 Open In Process 4 11 2011 10 30 05 Test of new Environment Mandatory Field PHX Documentation 09 30 4 11 2011 11 38 28 Figure 5 Filtered Service Requests 4 2 Viewing Service Request Details To view more information about a particular service request click on the service request reference number under the SR column to access more details My Account Help Logout Service Change Requests Report Help Reports v My Service Requests 1 334009901 gt Service Request Detail Complete a
7. Login Page cccccccssesccescesseeeeesccsseeececccsseceeesccsseeeeescceeneeeecccseeeeessecseeeeessccens 5 Figure 2 eService Home Page cccccccccseseeceecceeeeeeeeeeeeuseceeeeueeeeeseeaaeseeeesseeseeeeessaaseeeeessaageeeessagaass 6 Figure 3 My Active Service Requests ViGW c ccccccsssseeceeeseeseeeeeceeeeseeeeeeeeeeeeeessaaeeeesessaaeeeessaeaees 7 Figure 4 Service Request Query VICW rrrnrnnnnrnnnnnnnnrvnnnrrnnnnnnnnnrnnnnrnnnnnnnnssnnnnnnnnnnnnnssennnnnnnnnssnseeennn 7 Figure 5 Filtered Service Requests rrrrrnnnnnnnrrnnnnnnnnrnrnnrrnnnnnnnnsrnnnnrnnnnnnnnssnnnnnnnnnnnnnsennnnnnnnnsnnsesennn 8 Figure 6 Service Request Detailed View rrrrrnnnnnnnnrnnnrnnnnnrrnnnnnnnnrennnnnnnnernnnnnnnnsennnnnnsnsennnnnnsseennnnnn 8 Figure 7 Service Request Detail Multi Line View rrrrrnrnnnnnnnnnnnnnnnvrnnrnnnnnrnnnrnnnnnrnnnnnnnnnrrnnnnnnnnsnnnnnnn 9 Figure 8 Service Request Header Section cccccccccseeeceeeeeeeeeceeeeeeeeseeeeeseeeeeeeessaeeeeeeeesaaeeeeseaaaees 9 Figure 9 Service Request Attachments cccccccccccseseeecceeeeeceeeeeeeeeeeeesseaeeeeessaaaeeeeessaageeeessseaees 9 Figure 10 Service Request Updates Section rrrrrnnrnnnrnnnnnrvnrnnnnrnrrnrnnnnnrrnnnnnnnnrennnnnnsnsennnnnnsssennnnnn 10 Figure 11 Service Request Change Request Section rrrrnnnnnnnnnnnnvnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennennn 10 Figure 12 New Service Request View ccccccsssseccecsesseceeecee
8. My Company s Service Requests Click New to create a new service request Click Query to search for service requests you or other users in your company have created Reports are run against the list that is dE EMESETESEE Hel Service Request List for Excel p Service Request Detail My Company s Active Service Requests My Reports Schedule Report epor I Wo 10 gt A Customer Ref Ext A a Name V Name Number VI Rev Updated 7 SR A A Sub A A A Fas on Build A Last A First A Humber V Status Sains VY Created v Summary 100 Chars Max Product Version Found Closed 1 334434851 Open Unassigned pe nile Dougs eService test call GBR_OPTIONS 4 15 2011 08 01 03 Crook Doug be Figure 21 Service Requests Reports Menu From the Active Service Requests page select which report you wish to run from the Reports drop down menu located in the upper right hand side of the page see above image The types of reports available are Ea Service Request List E Export the current list of Service Requests into a report which can be printed or saved o Service Request List for Excel a Export the current list of Service Requests into a report which is formatted for compatibility with Microsoft Excel E Service Request Detail E Generates a report based on the current list of Service Requests and includes additional information contained within each Service Request The Reports will open i
9. Open 1 334433813 Open None 4 19 2011 01 21 28 PM 4 15 2011 12 27 57 PM 4 15 2011 11 49 14 AM Siebel eService User Guide INTERGRAPH 3 Med PHX Limited Feature Problem Lifecycle Scope a 3 Med GBR_OPTI Dougs I wonder if the fix for Limited ONS eService test an enter key instead Problem call of selecting OK can be applied to teh product PickList dialg The addition of Training to the Environment list has been completed Test Call The Feature Gatherer Lifecycle Manager is failing when jobs are re worked Figure 23 Example eService Request List Formatted for Excel Active Portal IPS_SR_DETAIL_ESRV_ENU_ENU Windows Internet Explorer EAT ro 6 100 ui oes KI eSupport Service Request Details SR 1 334433813 Date Opened 4 15 2011 11 49 14 AM Date Closed Owner DCROOK Activities Date Opened Created By 4 15 2011 11 58 38 AM 4 15 2011 11 55 34 AM 4 15 2011 11 53 43 AM DCROOK 4 15 2011 11 49 42 AM SADMIN Report Generated for dcrook Account Intergraph UK Limited Contact Crook Doug Severity 4 None default Priority 3 Med Limited Problem Scope Activity Status Workflow Description SR Assigned SR Assigned Done Workflow Done Email Outbound Done the Billable flag 1 334433813 Owner has been set to DCROOK on 4 19 2011 Status Open Sub Status Assigned Summary new SR and check on use of the Billable flag Comments SR 1 334433813 new SR and ch
10. 2 227 7015 b Intergraph may make improvements and or changes in the products and or the programs described in this publication at any time without notice Any content or materials supplied hereunder are provided as is without warranty of any kind either expressed or implied including but not limited to any implied warranties of merchantability fitness for a particular purpose or against infringement In no event shall Intergraph be liable for any damages arising out of or in connection with the downloading viewing use duplication distribution or disclosure of any content or material published by Intergraph including but not limited to any direct indirect incidental special punitive or consequential damages or loss or corruption of data Some jurisdictions do not allow the exclusions or limitations set forth above so the above may not apply to you The exclusions or limitations shall apply in all jurisdictions to the maximum extent allowed by law Intergraph Corporation Madison AL 35758 USA Page 20 of 20
11. 9 function generates an error that implies it cannot write to Siebel Figure 8 Service Request Header Section m Attachments This section allows you to submit files that relate to the issue you are reporting These may be log files screenshots of error messages or example datasets E Click the Add button to browse for the particular file on your system to upload and optionally add a comment for the file to aid our support analysts before selecting Submit to upload the file Attachments No Records Attachment Name File Type Size Date and Time Figure 9 Service Request Attachments Page 9 of 20 INTERGRAPH E Updates This section lists all the activities that have occurred in relation to the service request Service request activities can include Siebel eService User Guide a Record Copy of any communication phone or email E Copies of email messages generated by the Service Management System ai Status Changes Updates S Notifications of additional information being added to the service request product version CR reference number 1 50f5 Created A By Desse S Created v SR 1 333572201 Test SR raised for CR Patch Process Test SR 1 333572201 is filed as follows Title Test SR raised for CR Patch Process Product Intergraph MasterMap Pack Priority 3 Med Limited 2 14 2011 CBERTRAM Problem Scope Status CR Defect CR Filed Description Test SR raised for CR Patch Process 15 21 27
12. A Service amp Support C Remember my User ID and Password ox Forgot Your Password Maintenance Window eService may be unavailable on Fridays from 7 00 PM to 11 59 PM Central Time for regular maintenance Should you need assistance during this time you can reach our support team via phone Click here for contact information Figure 1 eService Login Page You will be prompted for your user ID and password Enter your user ID and password and then click OK NOTE If you already have a user ID and password for http support intergraph com to access product support knowledge base and other online support you can use the same login credentials to access eService 2 1 Resetting an Account Password If you have forgotten your password or would like to reset your account follow the Forgot Your Password link on the eService home page You will need to know your User ID and email address associated with your eService account Page 5 of 20 INTERGRAPH Siebel eService User Guide 3 eService Home After logging in to eService the home page is displayed Figure 2 REE INTERGRAI i l My Account Help Logout Service Change Requests Report Help Reports Siebel eService Home Welcome Doug Crook gE You last visited our site on 04 11 2011 13 53 03 Monday April 11 2011 TT gt VIC amp Supot a e My Account PM Central Time for regular maintenance Should you need assistance during th
13. NTERGRAPH User Manual for eService Version 8 1 Intergraph s eService Support System INTERGRAPH Siebel eService User Guide Contents 1 MOAN Le 4 1 1 Accessing Intergraph s eService cccccccseccceececeeeccseeceeeecaueecaeeecseeeeeesaueesueesseeesaeeseeeess 4 2 OG GING TN ARES ae EEE 5 2 1 Resetting an Account Password rrrrannnennnnnnennnnnnrnnnnnnrennnnnnennnnnnrnnnnnnrennnnsnennnnnnsennnnssennnnsne 5 3 eService NOM GE Leien 6 4 Viewing Your Active Service Requests nrrnnnnvnnnnuvnnnnunnnnnnennnnuennnnvennnnner 7 4 1 Filtering Your Active Service Requests rrrnrnnnrrrnnnnnnnnvvnnrrrnnnnnnnnrrrnnnrnnnnnnnssennnnnnnnnsnnnsennnn 7 4 2 Viewing Service Request Details rrrrnnnrrnnnnnnrnnnvvrnrrrnnnnnnnornnnnrnnnnnnnnrrnnnvrnnnnnnnnssnnnnnnnnnsnnnee 8 5 Creating a New Service Request r rnnnnnnnnnnnnnnnnnnnnnnennnnnennnnnennnnnennnnuennn 11 5 1 Submitted Service Request S cccccscecseeeceeecceeeccseeceueecaueesaeeeeueeeeseeseueeseeeseeeseeeesseeess 14 6 Adding an Attachment to an SR n ranuennnnennnnennnnennnnennnnennnnennnnennnnennnner 15 7 Viewing Status of Change Requests Defects or Enhancements 16 8 Generating Reports of your Service Requests an rnnnnnnnnnnnnnnnnnnnennnn 17 9 Managing your ROO iaccsce ices ceatcete wee sneeepaccamesaeascneecsmcctecceseeceeeaneencs 19 9 1 Changing PN 19 Page 2 of 20 INTERGRAPH Siebel eService User Guide Figures Figure 1 eService
14. eck on use of Dear Doug Test that F9 still functions and that the Initial Response field is populated correctly A service request has been created for your reported issue Details o the service request are as follows SR 1 334433813 Title new SR and check on use of the Billable flag Product GBR AMBULANCE Status Open Assigned Description The addition of Training to the Environment list has been completed If you would like to add any further information to this service request please email uk ips helpdesk intergraph com or call 0800 618500 quoting SR 1 334433813 Customers can access detailed information on the progress of a service request through eService available from http esupport intergraph com Please contact the Helpdesk if you require any assistance accessing eSer vice A member of our support team will be in contact Regards 1 334433813 Owner has been set to DCROOK by DCROOK SubStatus has been set to Assigned Page 3 of 83 Figure 24 Example eService Request Details Page 18 of 20 INTERGRAPH Siebel eService User Guide 9 Managing your Account On the eService home page select My Account located in the top right section of the page Under the My Account page select User Profile EE INTERGRAPH My Account Help Logout Service Change Requests My Account Report Help Reports v My Account Review any of your or your company s past or pending service requests assets or orde
15. ervice User Guide Report Help Reports v Complete a Custom rvey for this S e Request lofi gt SR 1 334434851 ag pr 1793492521 Customer Num Ext CR Environment Training Summary Dougs eService test call Description I wonder if the fix for an enter key instead of selecting OK can be applied to teh product PickList dialg Attachments Attachment Name I i Comments My Service Requests 1 334434851 gt Service Request Detail a Figure 17 Expanded Attachments Section Attachment Name H Select the Browse Icon on the right hand side of this part of the dialog and you will be presented with the Add Attachment Dialog Add Attachment Windows Internet Explorer Please specify a File Name or URL Filewame Browse ml S Figure 18 Add Attachment Dialog Browse and locate the file you wish to attach This may be a document describing a workflow that is failing a log file that has been requested by the Support Analyst or a screen shot of an error dialog that has been displayed on a Workstation or Server Press Add and you will return to the initial dialog where you can add any appropriate comments and select the Submit button to upload the attachment and update the SR This will also result in the SR Sub Status changing to Customer Update Page 15 of 20 INTERGRAPH Siebel eService User Guide 7 Viewing Status of Change Requests Defects or Enhancements Customers can acc
16. esaaees 18 Figure 25 Managing Your ACCOUNT vasiiinessonaimornunctmevsmioaninenniaanbinadsaisoninars Chua vendaraneanatauawnanous dea 19 Page 3 of 20 INTERGRAPH Siebel eService User Guide 1 Introduction This manual was created by Intergraph Support to describe the functionality of the eService Support System thereinafter known as eService It contains print screens of eService with the description of its correct use and functionality This current document applies to version 8 1 of eService Please note that eService functionality and appearance is subject to change without warning Intergraph will endeavour to keep this user manual up to date however users should be aware this document is only valid up until the date indicated 1 1 Accessing Intergraph s eService Intergraph eService URL https esupport intergraph com Intergraph Global Support Website http support intergraph com Log a Service Request through eService Customers can use eService to view track and submit new service requests to the Intergraph helpdesk If you do not have a user login and would like to request one please contact the helpdesk at 1 877 822 8921 or go to htip support intergraph com and scroll to the bottom of the page under How to Reach Intergraph and submit the request there Page 4 of 20 INTERGRAPH Siebel eService User Guide 2 Logging in to eService My Account Contact Us Help Logout Report Help Reports w
17. eseceeeeeeueeeeeeseeaeeeeeseaeeeeessaageeeeeesaaess 11 FETE FICK LIS eee E en ee ee 12 Figure 14 Filtered Product Pick LISt ccccccssssseeeeceeeeeceeeceeeseeeeesseseeeeeessauseeeesseaeeeeeesaaeeeeessaaees 12 Figure 15 Page Navigation aiesisvadenierutnsucienizennnsinsissineianicinsshsdcuinanerinmteivactladintaddunadiesdeameasinuinianincersanans 13 Figure 16 Active Service Requests View rrrrrnnrnnnnnrnnrrnnnnnvnnnnnnnnnrrnnnnnnnrennnnnnnnsennnnnnnssennnnnnsseennnnnn 14 Figure 17 Expanded Attachments Section cccccccccsssseseceeeeeeeaeeeeeceeceesseeeeeeeeeesesssaeaeeeeeeeeeesaas 15 Figure 18 Add Attachment Dialog cccccccccsseseceeeceeeeeeeeeeeeeeeceeeseeeeeeeeeeseaeeeeesseaseeeessaaseeeseaaaess 15 Figure 19 Change Requests Query View rrrnnnrnnnnnvnnnrnnnnnvnnnnnnnnnrrnrnnnnnnennnnnnnnsennnnnnsnennnnnnnsneennnnnn 16 Figure 20 Change Request Query Results rrrrrnnnnnrnvrrnnnnnrvnrrnnnnnrrnrnnnnnnennnnnnnnrennnnnnnsennnnnnsnsennnnnn 16 Figure 21 Service Requests Reports Menu ccccccsssscccccessseccecceeeeceeseeeaeeeeeeseeaeeeeesseaeeeeeesneaees 17 Figure 22 Example eService Request List cccccssseeccccceesseceeeceeeseeeeeseeuseeeeseueaeeeesseaeeeessseaees 17 Figure 23 Example eService Request List Formatted for Excel rrrrrrrrnnrrorrrrnnnnnvornrnnnnnvennnnnn 18 Figure 24 Example eService Request Details ccccccccsseeceeeceeseeeeesceeeseeeessaeaeeeeessuaeeees
18. ess the status of a CR Defect or CR Enhancement report that has been created for a service request that has been designated a product defect or enhancement As described in the section Viewing Service Request Details Change Request reports are linked to the service request To access a list of all Change Requests connected with your organisation select the Change Requests tab from the eService home page Service Change Requests My Account Help Logout Report Help Reports CR Enhancements CR Defects Enter CR Number OR Select a Product Class OR Select a Product CR Number OR Product Class OR Product Optional Information Figure 19 Change Requests Query View You can search for change requests using a number of criteria If you have a CR reference number enter it under the CR Number field Alternatively you can search for all Change Requests for a particular product class or product Use the fields available under Optional Information to filter the list of Change Requests further My Account Help Logout Service Change Requests Report Help Reports CR Enhancements CR Defects 1 100f 10 gt CR Number Description Status Version Found Version Fixed When you generate route on the map you can print the map but the route does not show on the gt 1 3K5716 printout It only shows on the screen Would like a Open 07 09 04 way to print the genera
19. ice home page is broken down into several sections which cover i Tracking the status of active service requests you have logged E Tracking the status of all service requests you have logged with Intergraph support E Review your company or organisation s active service requests E Review all of your companies or organisation s service requests logged with Intergraph support E Submit a new service request z Update your contact details including changing your password E Search for CR Enhancements or CR Defects that have been generated against Intergraph products as a result of service requests you or your company has raised Page 6 of 20 INTERGRAPH Siebel eService User Guide 4 Viewing Your Active Service Requests If you select the option to Check My Active Service Requests you will be presented with a list of service requests that are logged against your name that are currently Open in our service management system Service Change Requests My Service Requests My Account Help Logout Report Help Reports v Click New to create a new service request Click Query to search for service requests you or other users in your company have created Reports are run against the list that is displayed For more info see Help My Service Requests New EVE A Sub A Status PE 2 j 4 19 2011 13 21 28 4 15 2011 12 27 57 4 15 2011 11 49 14 4 12 2011 18 13 17 4 12 2011 15 04 19 4 11 2011
20. is time you can reach our support team via x Check ALL My Service Requests phone Click here for contact information D Track the status of ALL My Service Requests induding Closed and Cancelled INTERGRAPH Submit a Service Request AR HEXAGON 2011 o Join us for Intergraph Hexagon 2011 Intergraph s International Users Conference ao My Company s Active Service Requests Orlando FL USA June 6 9 2011 ly List My Company s Active Service Requests not Closed or Cancelled Maintenance Window Check My Active Service Requests eService may be unavailable on Fridays from 7 00 PM to 11 59 N Track the status of My Active Service Requests not Closed or Cancelled www hexagonconference com sgi Browser Support Currently the Siebel eService module is validated and supported ALL My Company s Service Requests on Internet Explorer version 6 7 and 8 Use of un validated List ALL My Company s Service Requests induding Closed and Cancelled browsers can result in unexpected behavior including failure to load the login page Therefore please use one of the supported browsers when accessing the Siebel eService module While Internet Explorer 9 is not currently supported it is expected be verified and supported by the Fall of 2011 Problems with this Site If you have trouble with this site please contact our Siebel Support team at this address sgisiebelsupport intergraph com Figure 2 eService Home Page The eServ
21. ke AIM API CAD2 Author License Product i AIM API CAD2 Editor License Figure 13 Product Pick List Alternatively enter the starting characters of the Product I for example and then tab to activate the query producing a reduced list to choose from Pick Product Windows Internet Explorer gli Product I Executive GS I Executive GS I Executive GS Product I Executive 2 IEC I Executive 2 G5 I Executive 2 G5 I Executive 2 G5 Product L FRMS CADlink L FRMS CAD link T FRMS CADlink Product I Fire Station Alerting I Fire Station Alerting I Fire Station Alerting Product I Fire Station Printing I Fire Station Printing I Fire Station Printing Product I Fire Station Printing LFire Station Printing Product G5 GS L GEOVEC L GEOVEC L GEOVEC Product I Informer I Informer I Informer Product I Executive 2 I Executive 2 I EXEC2 Product L Fire Station Printing GS gt gt gt gt gt gt gt gt gt gt Figure 14 Filtered Product Pick List Select the product using the select arrow gt in the left hand column Then with the correct product highlighted hit the OK button Click Cancel to exit this window Page 12 of 20 Note the direction arrows in the top right hand corner of this dialog that can be used to move through the lists a page 10 Records at a time DER Siebel eService User Guide El 21 3006 30 D a Figure 15 Page Navigation Version Required Field amp
22. log is open Product GBR AMBULANCE Priority 3 Med Limited Problem Scope Status Open In Process Description Test of F9 with 4 11 2011 focus moved away while the email dialog is open Record manually saved after setting Owner as dcrook it takes a while to process the change from 14 42 18 DCROOK to assigned The save was after Siebel had done its processing another save again after setting at In Process Figure 7 Service Request Detail Multi Line View The service request details page has a number of sections which include m Service Request This section contains information about the issue reported and which product it is recorded against Other information includes E Current Status and Sub Status of the Service Request m Priority of the Service Request Date and time stamps for when the Service Request was Opened and Closed Service Change Requests Report Help Reports v a My Company s Service Requests 1 334012260 gt Complete a Customer Survey for this Service Request Service Request 10f2 gt SR Number 1 334012260 Dispatcher Account Intergraph UK Limited Priority 3 Med Limited Problem Scope Last Name Crook poner ae os 14 13 17 First Name Doug Phone 44 0 1793492521 Customer Num Ext CR Environment Production Summary Test for F9 email error ae Build Found Status Open Sub Status In Process Description Test that without navigating away from Siebel application that the F
23. lpdesk if you require any assistance accessing eService A member of our support team will be in contact Regards Figure 6 Service Request Detailed View Page 8 of 20 INTERGRAPH Siebel eService User Guide Note in Figure 7 the Description Field has more than a single line of text and so has a Scroll Bar provided automatically Service Change Requests My Company s Service Requests 1 334015952 gt Complete a Customer Survey for this Service Request Service Request SR Number 1 3340 15952 Account Intergraph UK Limited Last Name Crook First Name Phone 44 0 1793492521 Customer Num My Account Help Logout Report Help Reports v AA Product GBR AMBULANCE Priority 3 Med Limited Problem Scope Opened 4 11 2011 14 40 02 Closed Version 08 01 03 Build Found Status Open Sub Status In Process Summary Test of F9 focus moved away while the email dialog is open Description Test of F9 with focus moved away while the email dialog is open Record manually saved after setting Owner as dcrook it takes a while to process the change from unassigned to assigned The save was after Siebel had done its processing A v Te Ran mm SR 1 3340 15952 Test of F9 with focus moved away while the email dialog is open Test of F9 Now moving focus to a PDF file that is already open Back now SR 1 334015952 is filed as follows Title Test of F9 with focus moved away while the email dia
24. n new Internet Explorer windows The icons along the top allow Download Print Report Navigation and Search together with GoTo Page Zoom and Page Navigation Active Portal IPS SR LIST ESRV ENU ENU Windows Internet Explorer EE fl fl Pooc IT gt gt gt Intergraph UK Limited SR Status Cust Ref Sub Status CR Number Created 1 334482591 Open 4 19 2011 None Unassigned 01 21 28 PM 1 334434851 4 15 2011 12 27 57 PM 1 334433813 4 15 2011 11 49 14 AM Created By Owned By DCROOK Priority Product Summary 3 Med Limited PHX Feature Test Call Problem Scope Lifecycle Manager 15 3 Med Limited GBR OPTIONS Dougs eService test call Problem Scope D ipti The Feature Gatherer Lifecyde Manager is failing when jobs are re worked I wonder if the fix for an enter key instead of selecting OK can be applied to teh product PickList dialg 3 Med Limited GBR AMBULANCE new SR and check on use of The addition of Training to the Problem Scope the Billable flag Figure 22 Example eService Request List Page 17 of 20 Environment list has been completed INTERGRAPH Active Portal IPS_SR_LIST_XL_ESRV_ENU_ENU Windows Internet Explorer E e e r Ai BE eSupport Service Request List Formatted for Excel Intergraph UK Limited Sub Status ExtCR CustRef Created Closed CreatedBy OwnedBy Priority Product Summary Description i DCROOK SR 1 334482591 Status Open Unassigned 1 334434851
25. rs Set and modify your user preferences My Information My Service Requests My Company My Company s Active Service Requests ly List My Company s Active Service Requests not Closed or Cancelled ALL My Company s Service Requests List ALL My Company s Service Requests including Closed and Cancelled My Settings User Profile P Figure 25 Managing Your Account The user profile page lists your contact details and can be amended or updated using the edit button 9 1 Changing your Password Customers can change their password under the User Profile section of the My Account page Page 19 of 20 INTERGRAPH Siebel eService User Guide Contacting Intergraph Support The Intergraph support helpdesk business hours are Monday Friday 7 00am to 7 00pm cst Helodesk Phone Number 1 877 822 8921 2011 Intergraph Corporation All rights reserved The content of this document is proprietary work of Intergraph Corporation or relevant third parties and is protected by copyright law and international treaty Any use duplication distribution or disclosure of such other than as specified herein is unauthorized and in violation of applicable copyright law and international treaty All rights in content or materials bearing copyright notice or other attribution of third party rights are reserved to the relevant third party United States Government license rights are limited to those mandatory rights identified in DFARS 25
26. st has taken ownership of the service request and then to In Process when investigating the issue INTERGRAPH 4 Service Change Requests My Service Requests Help My Service Requests New Query Status Stat gt Created 4 4 15 2011 12 27 57 4 15 2011 11 49 14 4 12 2011 18 13 17 4 12 2011 15 04 19 4 11 2011 14 40 02 Summary er Version mad Dougs eService test cal 08 01 03 new SR and check on use of the Billable flag 08 01 03 Test SR to check that 2000 plus characters in Descripbon creates attachment I Dispatcher 09 01 15 Test during Documentation Update I Dispatcher 08 01 03 Test of F9 with focus moved away while the email dialog is GER AMBLLANCE 08 01 03 Figure 16 Active Service Requests View Page 14 of 20 My Account Help Logout Report Help Reports Click New to create a new service request Click Query to search for service requests you or other users in your company have created Reports are run against the list that is displayed For more info see I Updated 4 15 2011 12 28 04 4 15 2011 11 58 29 4 12 2011 18 13 24 4 12 2011 15 04 55 4 11 2011 14 45 48 v INTERGRAPH 6 Adding an Attachment to an SR Select the particular SR from your Active SR List and from the detailed view select under the Attachments section the Add button which expands as shown in Figure 17 r INTERGRAPH My Account Help Logout Service Change Requests Siebel eS
27. ted route so that it shows in the printout of the map When db_config registry values differ in case eg train vs Train on the workstation and server then the detailed information on Special Situation and LOI will not be returned when you double click on Special situation works from a the lines returned in the LOI form The difference in few workstations but not case caused a problem in reading the loi data table 07 09 04 others due to db config loi data db config It would be helpful to either a alert the end user of the real problem db config value differences or b change the SQL code to force loi data db config to upper on the insert and upper on the query Figure 20 Change Request Query Results The information available through eService provides the type of the Change Request defect or enhancement status version found and version fixed Updates to a Change Request report that are linked to Service Requests trigger email updates to be sent to customers to inform them when a CR Enhancement or CR Defect has been fixed in a released version of a product Page 16 of 20 INTERGRAPH Siebel eService User Guide 8 Generating Reports of your Service Requests eService enables customers to generate reports of their service requests which can be printed or outputted to multiple formats including Adobe PDF RTF and Microsoft Excel Service Change Requests My Account Help Logout Report Help Service Request List
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