INTRODUCTION SERT Samsung Event Reporting Tool

Introduction SERT is the Samsung Event Reporting Tool – SERT is a secure WEB based application that provides registered, password protected accounts access to contents – SERT can be accessed through Microsoft Internet Explorer (versions 6, 7, and 8 are supported) SERT is used to open, update and view – Lab trouble-tickets with Samsung – Return Material Authorization (RMA) tickets – Customer Service Bulletins

Accessing ERT Go to Create new account if you do not have one Download Introduction

Account Creation Fill in the required information and click “submit”. Account activation requires all Mandatory field filled out (those marked by *) – MUST be from Customer domain – Password MUST be at least 8 alpha-numeric (no special characters)

SERT Tabs - Overview Home – Contains Sub-Tabs to – Veiw Details of Tickets creates by account holder – Change Password Ticket – Contains Sub-Tabs and Hyperlinks to – Create Tickets for Software or Hardware RMA – Search for selected category of Ticket (or specific Ticket) – Monitor Individual Tickets Report - High level summary of tickets in SERT Logout - Logout (also allows link back to Login)

SERT Home - Details The Details Tab displays details about the tickets in overview tab.

SERT Home - Change Password User can manage password using Change Password tab.

Creating SERT Ticket To Create a SW SERT Ticket from the Ticket Tab select Create and then RMA pull-down menu

WEB Form for SERT Ticket Once fields filled in, click on Create Ticket to submit Ticket Field Entries are specific to program, but entries tagged with * are mandatory

Creating RMA Ticket To Create a RMA Ticket from the Ticket Tab select Create and then RMA pull-down menu

WEB form for RMA Ticket Once Entries are complete click on Create Ticket to complete submissiion Field Entries are specific to program, but entries tagged with * are mandatory

Ticket - Search Display all tickets or use filters Search for a specific ticket by keyword Click on search with default fields to see all tickets

Search Results Click on this icon to export search results

Exporting search results Click on this icon to export results to Excel

Search Results Total # of tickets Click on ticket ID to view details

Sub Tabs for Individual Ticket Each Ticket has Sub Tabs for viewing or updating contents and managing state General Workflow Customer Update Summary

General Tab

Workflow Tab Workflow tab shows the entire workflow of a ticket To CLOSE – Use Next Step pull-down menu to select Closed – Enter Comment – Execute Update It is mandatory to enter a closing comment Use Next Step pull down to select Closed

Customer Update Tab Add comment or additional information about a ticket Add error/debug information in the form of attachments

SummaryTab The Summary Tab Combines content of General, Workflow and Customer Update Tabs

Report Summary Report tab contains statistics of all tickets in the system – By Company – By Status

Logout Logout of SERT Re-Login