CCS Information and Support Center Introduction

What is the information center for? Not only does our web-based information center provide access to our collection of downloadable files, manuals and presentations – in the customer or project specific sections it also facilitates communication and status tracking for deliveries, and will help you keep up with any changes that occur during processing. In addition, the support and project sites provide a central location for all relevant documentation (meeting minutes, guidelines, specifications, production planning, reel lists etc)

Getting there - user login Recommended browser: Internet Explorer Recommended screen resolution: 1280x1014 minimum

Overview Quick links to choose your product Login and settings, manage alerts Click Start page to come back to this view from any subsite

The top link bar The top link bar is where you will find the available tabs for the part of the sharepoint that you have actively selected (i.e. clicked on) In this case, for document libraries: BROWSE, FILES and LIBRARY… … and for issue lists BROWSE, ITEMS and LIST No tabs in the top link bar? Activate one of the content elements to make the available tabs appear

Accessing and using the ribbon The ribbon is where the available functions or actions related to a particular tab are displayed. It is tucked away in the top link bar and can be accessed by clicking on the tabs Clicking BROWSE closes the ribbon again See slides for how to set alerts on individual items and on whole lists

Common area QUICK LAUNCH, content depends on product and permissions Search field Switch between common dW info center and the Support area BROWSE hide the ribbon and go back to regular page view PAGE Depending on current view, related functions appear in the ribbon PRODUCT ICON navigates to home page of current site

Support area Customer specific project site. Click on Icon to see the support issue list. Need access to the support page? Ask CCS for your login details. Support area Your individual support site, which contains your issue lists and project documents.

Support area: Issue list This list helps you manage a set of discussion topics, such as questions, change requests or bug reports. You can assign, prioritise and follow their progress from start to finish. Select Issue list for an overview of all the current issues

Issue list statuses Make sure to change the status for issues that are 100% completed to Closed. They will disappear from Active items, but are still available in the All items view. Tracking is much more efficient this way. What statuses are there, and when should I use them? Reported – used by you or dWSupport when first creating an issue In progress – used for active items you or we are working on On hold – for issues where no progress is possible or there is a need for discussion Resolved - for issues that are resolved or where a conclusive answer has been provided. This status suggests that the issue can be closed since it is no longer relevant. Closed - used as a confirmation by the other party, to confirm your proposal that you made with the setting of the Resolved status. Most often, our dWSupport will return issues to you as Resolved when they provide an answer to your question. If you are satisfied, set the issue to Closed. If you need further information, return it to In progress and assign it back to us for more details. Release required – used by CCS for cases where the solution will be provided in a new release

Closing issues: The 2-week rule The CCS 2-week rule for resolved issues: Because a tidy sharepoint provides a better overview of the critical issues. When does a resolved issue become a closed issue? As described on the previous slide, setting an issue to Resolved means that person considers the question to be fully answered. You can either confirm this by closing the issue, or ask for further details by setting it back to In progress. Regularly closing your resolved issues helps keep the list up to date, because only the relevant issues will be displayed on the home screen and in the “active issues” view. We know that you are busy and resolved issues are not a top priority. This is why any issues that remain Resolved for more than two weeks will be set to Closed for you by CCS. The result is an issue list that is always up to date and provides a good overview of the current issues – at a glance! And remember: Closed issues can be accessed by switching to the “all items” view.

Creating and editing issues „…“ View or edit selected item Click on new item Sort list by column header

Support area: Shared documents Please upload all final versions of documents here that are used in the project. Adding your documents on a regular basis will help you keep track of the current status, and it also makes them easily accessible for the other users of the support or project site

Uploading files … or upload your files using the handy drag&drop functionality Move mouse until a frame appears and then drop the file File upload by New document and/or New folder button…

Viewing and sharing documents Clicking on "..." opens info box with several actions The document preview function (e.g. PDF, Word, Excel, Visio, PPT,...) means Word, Excel or other applications do not need to be installed locally on the computer for you to view the document URL Extract the document or folder link from here to send to other people

Creating alerts Choose PAGE Select alerts Navigation bar Set alerts on this page or manage alerts

Creating alerts cont. If you set an alert in the ITEMS ribbon, you will be creating an alert just for the individual issue or document you have selected Setting an alert in the LIST ribbon will create an alert for all the items in that list You can only create alerts for yourself, not for other people.

Views Views are now in the LIST ribbon above the content (in this case Active issues, My issues etc) You can create your own private view for any list. For changes to public views, please contact us. Activate any line first, to get the LIST tab displayed in the top bar

New and improved search

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