Transcript Presentation Name - Calypso Technology

New Case Submit Screen
Denis Plisson
January 2013
What’s new
• Case logging information more structured and detailed (Contact
Information / Problem Description / Environment & Test Case)
• Ability to save draft allowing clients to save a case partially logged and
come back again on it later to finalize and submit the case
• GUI revamped for a user experience improved
• Main goal is to encourage and help clients detailing as much as possible
the issue they are facing
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Previous Helpdesk Client Interface
Reading Panel
Navigation Panel
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New Helpdesk Client Interface
Reading Panel
Navigation Panel
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Case creation
After clicking on « New Case » in the Navigation panel, you can select the
type of case you want to log in the Working panel
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Case creation / Contact Information
Select the Contact who will monitor this case and correspond with Calypso
Product Support, then click « Next »
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Case creation / Problem Description
Fill in the Problem Description using the dedicated fields, drop down, radio
button and editable areas. Then click « Next ». At this stage you can also
« Save As Draft » if you want and pursue the case logging later on.
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Case creation / Environment & Test Case
Environment information is retrieved from the Defaults section except
« Production / Non Production ». If the information retrieved is not up to
date, either change the information on the case being logged or directly
update the Defaults.
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Case creation / Environment & Test Case
Fill in the Test Case information as accurately as possible. The more
accurate and detailed the steps, expected results and actual results are, the
faster a resolution can be reached. Then click « Submit Case »
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Case creation / Submit Case Confirmation
This check list allows you to make sure you did not miss any information. It
contains 3 nodes (Contact information, Problem Description, Environment &
Test case) which will be automatically expanded if something is missing
(mandatory or non mandatory information). You can decide to make the
necessary changes or not (non mandatory), then click on « Submit Case »
to finalize the case creation.
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Case creation / Submit Case Confirmation
Congratulations, your case is now logged and will be taken care of by
Calypso Product Support team.
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Search
You can easily retrieve a case via the « Search » tool.
Simply fill in the criteria and click on « Search »
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Navigating in an existing Case
After opening the case from the Search or clicking on the URL at the bottom
of the email notification you received, you will reach the case definition
screen. It is split in two parts :
- Case log
- Case Information
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Navigating in an existing Case
The tab « Case Log » contains
basic information qualifying the
issue (initial description, steps to
replicate, actual and expected
results and business justification) as
well as any subsequent
communication you had with
Calypso Product Support (sorted
from most recent to oldest).
It also shows the current Status of
the Case, allows you to input any
comment to Calypso Product
Support or add attachment(s).
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Navigating in an existing Case
The tab « Case Information »
contains basically all information
input while logging the case.
Almost all information in this page
can be updated.
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Amending existing Case
The management of cases remains unchanged :
- Publishing a comment
- Changing priority
- Amending Client Keyword
- Amending Client Ref ID
- Adding attachment
- Etc.
The next slides illustrate the « how to » for each feature
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How to….
Amend Client Ref ID
Amend Client Keywords
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How to….
Change Calypso version, etc.
Change the Summary
Change the client contact
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How to….
Publish a comment
Change Status
Add attachment(s)
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How to….
Change Priority
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End