Support Customer Information

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Support

Customer Information

Registration & How-To of the Online-Helpdesk

Version: 1.3

Creator : CENIT Support Team Creation Date : 28.01.2013 Update Date : 10.04.2014

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Registration & How-To of the Online-Helpdesk

Dear Customer,

with this document we‘d like to inform you about the approach and procedure of registration at the CENIT Online-Helpdesk and the basic administration and application methods for new customers.

1. Table of Content

1. TABLE OF CONTENT ... 2

2. ACCESS TO THE ONLINE-HELPDESK ... 3

2.1 EMAIL ... FEHLER!TEXTMARKE NICHT DEFINIERT. 2.2 ONLINE /BROWSER ... 3

3. ACCOUNT CREATION ... 4

4. LOGIN ... 5

5. FOOTPRINTS ... 5

5.1 „HOME“-SECTION... 6

5.2 CREATING A NEW CALL ... 7

5.2.1 Submit a new Request ... 7

5.2.2 Your Personal Information ... 7

5.2.3 Call Information ... 8

5.2.4 Notifications & Description ... 8

5.2.5 Attachments ... 9

5.3 UPDATE CALLS ... 9

5.3.1 Update via email ... 9

5.3.2 Update via FootPrints ... 9

5.4 SEARCH FUNCTION ... 10

5.5 PREFERENCES ... 11

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2. Access to the Online

There are two possible options on how to reach and access the helpdesk. You may choose by personal preference

2.1 email

[email protected]

2.2 Online / Browser

https://support.cenit.com

Online-Helpdesk

possible options on how to reach and access the helpdesk. You may choose by personal preferences.

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Registration

3. Account creation

To create a new account, please use the link

In the new window please fill in your

“Passwords properly match” field shows “yes” with a check mark ( ) the passwords do not match, so please fill the

When you are ready click the “GO” button and you will be registered and have access to our helpdesk system.

Account creation

please use the link “Create a new account” at the login mask.

new window please fill in your email address and personal password.

“Passwords properly match” field shows “yes” with a check mark ( ). If there is a red cross o not match, so please fill them both in again.

When you are ready click the “GO” button and you will be registered and have access to our the login mask.

mail address and personal password. Be sure that the ). If there is a red cross When you are ready click the “GO” button and you will be registered and have access to our

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4. Login

To login our system, please head to

(email address) and your personal password. you will be automatically logged in every time.

5. FootPrints

The CENIT online helpdesk system them will be discussed in the following.

Status information about the call will be send to you by

The email contains information about changes and/or new entries since the last edit. addition there will be a link in the

you will be able to add information’s or look at the history of the call.

We hope that you, as our customer, will learn to appreciate the online helpdesk as a “State-of-the-Art” tool.

To login our system, please head to https://support.cenit.com and put in your

your personal password. If you like you can tick the check box so that you will be automatically logged in every time.

ystem “FootPrints” gives you a variety of options. Some of in the following.

Status information about the call will be send to you by email.

contains information about changes and/or new entries since the last edit.

addition there will be a link in the email which you can use to directly head to the call where you will be able to add information’s or look at the history of the call.

We hope that you, as our customer, will learn to appreciate the online helpdesk as a

put in your username If you like you can tick the check box so that

gives you a variety of options. Some of

contains information about changes and/or new entries since the last edit. In directly head to the call where

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Registration

5.1 „Home“ - Section

Here you will see an overview of all your opened calls. Clicking on the link ([more…])

more links.

Using the first link “Description”

From this view you can switch to the “Full Details” page which contains all detailed

information about the call. The “Full Details” can also be accessed by the “Details” link on the overview page or the title link.

To fast navigate between calls you can use the arrows

see an overview of all your opened calls.

([more…]) at the end of the title will reveal a more detailed title and some

“Description” will open a new window with a brief description of the

The “Full Details” can also be accessed by the “Details” link on the overview page or the title link.

s you can use the arrows ( ) at the bottom of the window. at the end of the title will reveal a more detailed title and some

will open a new window with a brief description of the call.

The “Full Details” can also be accessed by the “Details” link on the at the bottom of the window.

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5.2 Creating a new call

Via the Button “New Request” All fields which are marked red

with an appropriate text. As soon as you completed filling in all the needed information you can submit the call by clicking on either button

5.2.1 Submit a new Request

Please write a short but concise title, which describes likewise called field in the “Submit a new Request”

which priority the call should have. “Normal” is prefilled as standard. The following matrix may help you decide the correc

and urgency the call has.

Impact

(Impairment of business continuity)

minor considerable significant

5.2.2 Your Personal Information

In the “Your Personal Information” with the information of your account.

The field “Alternate Address” can be used to add more information on how we may contact you e. g. alternative phone number.

Via the Button “New Request” you are able to create a new call.

ed and with an asterisk (*) are mandatory and need to be filled in appropriate text. As soon as you completed filling in all the needed information you can submit the call by clicking on either button ( ) on top or on the bottom of the page

Submit a new Request

Please write a short but concise title, which describes best the problem you are having, in the likewise called field in the “Submit a new Request” section. Furthermore you have to decide which priority the call should have. “Normal” is prefilled as standard.

The following matrix may help you decide the correct priority which depends on the impact

Urgency

(Effect on deadlines) Priorit

minor Low / date on appointment

considerable (deadlines at risk) significant (deadlines no more meet able)

nformation

nformation” section, your personal data will be automatically prefilled with the information of your account.

ddress” can be used to add more information on how we may contact you e. g. alternative phone number.

are mandatory and need to be filled in appropriate text. As soon as you completed filling in all the needed information you

on top or on the bottom of the page.

best the problem you are having, in the Furthermore you have to decide t priority which depends on the impact

Priority

date on appointment Normal

Urgent

section, your personal data will be automatically prefilled ddress” can be used to add more information on how we may contact

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Registration 5.2.3 Call Information

In the “Call Information” section you have to choose a category soon as you have chosen one you will

subcategory.

We kindly ask you to fill in the information about the versions of your products and operating system.

Through categorizing your call there will be an automatic assignment to the corresponden support group at our CENIT support.

5.2.4 Notifications & Description

The “Notifications” section can be used to add other

have a copy of the call information. In case you want to add more than one person you have to separate the addresses with a space.

In the text area of the “Description” section description about the occurring problem.

There can be added some “Additional Description” in the likewise called section which are always seen working with the call and have no timestamp.

section you have to choose a category (e.g. Software soon as you have chosen one you will be able to see a new field where you can

We kindly ask you to fill in the information about the versions of your products and operating Through categorizing your call there will be an automatic assignment to the corresponden support group at our CENIT support.

Notifications & Description

section can be used to add other email addresses of people you want to have a copy of the call information. In case you want to add more than one person you have

o separate the addresses with a space.

of the “Description” section you need to write an exact and detailed description about the occurring problem.

There can be added some “Additional Description” in the likewise called section which are always seen working with the call and have no timestamp.

e.g. Software-Product). As o see a new field where you can choose a We kindly ask you to fill in the information about the versions of your products and operating Through categorizing your call there will be an automatic assignment to the correspondent

mail addresses of people you want to have a copy of the call information. In case you want to add more than one person you have

you need to write an exact and detailed

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5.2.5 Attachments

With the “Attachments” function you can add different files which may help in solving the problem (e. g. Screenshots or

with a maximum of 5 MB.

5.3 Update Calls

There are two options on how to update a call:

5.3.1 Update via email

You may answer your email directly with the build sure to leave the subject in the form as it is. This i assigned and dispatched.

Your email will be automatically transferred to the “ 5.3.2 Update via FootPrints

In FootPrints you need to use the Link “Update” which shows up on clicking the link [more…] in the “Title” column. If you are not able to see the update link you

edit calls.

In the following section you will see all of your already filled in data. The section “Description” and “Attachments”

files which are vital on solving the problem.

“Attachments” function you can add different files which may help in solving the or Log files). You are able to add more than one file but each

There are two options on how to update a call:

mail directly with the build-in function of your email

sure to leave the subject in the form as it is. This is important so that it can be correctly

mail will be automatically transferred to the “Description” field of the call

you need to use the Link “Update” which shows up on clicking the link [more…] in the “Title” column. If you are not able to see the update link you have insufficient rights to

In the following section you will see all of your already filled in data.

” and “Attachments” can be used for adding new information and files which are vital on solving the problem.

“Attachments” function you can add different files which may help in solving the You are able to add more than one file but each

email program but be s important so that it can be correctly

field of the call.

you need to use the Link “Update” which shows up on clicking the link [more…] have insufficient rights to

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Registration

5.4 Search function

With the search function in footprints you can seek for calls, keywords or names

insufficient for you it is possible to use the advanced search section which offers you a lot more search criteria and options.

in footprints you can seek for calls, keywords or names

insufficient for you it is possible to use the advanced search section which offers you a lot and options.

in footprints you can seek for calls, keywords or names. If this is insufficient for you it is possible to use the advanced search section which offers you a lot

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5.5 Preferences

Under “Preferences” you are able to language, and more to your liking.

6. Questions & Solving problems

If there are still questions about the helpdesk and/or other problems feel free to contact us and we will enjoy helping you in your case.

Of course you may also call us under the central telephone center: +49 (0) 711 78 25 322

Best regards Support Team CENIT AG

you are able to change basic features like passwords, time zone, language, and more to your liking.

Solving problems

If there are still questions about the helpdesk and/or other problems feel free to contact us and we will enjoy helping you in your case.

Of course you may also call us under the central telephone number for our CENIT support

711 78 25 3222

change basic features like passwords, time zone,

If there are still questions about the helpdesk and/or other problems feel free to contact us number for our CENIT support