Web ticketing Translator: Zheng Xiaoling Li Longyuan Jin Honghua Contact: 0086-411-83777643 Nov 20, 2012.

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Presentation transcript:

Web ticketing Translator: Zheng Xiaoling Li Longyuan Jin Honghua Contact: Nov 20, 2012

© 2010 Avaya Inc. All rights reserved. Agenda  How to create case through support.avaya.com  Support.avaya.com 에서 케이스 생성 방법  If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up.  How to escalate the case and draw management attention on the case

© 2010 Avaya Inc. All rights reserved. SSO ID 와 비번으로 로그인 합니다.

© 2010 Avaya Inc. All rights reserved. 4 SERVICE REQUESTS 에 클릭 합니다

© 2010 Avaya Inc. All rights reserved. 5 CREATE NEW SERVICE REQUEST 에 클릭합니다.

© 2010 Avaya Inc. All rights reserved. 6 이슈 사항에 따라 아래 옵션을 선택합니다.

© 2010 Avaya Inc. All rights reserved. 7 케이스 오픈하려는 Site-id 혹은 FL 번호를 넣고 ENTER 버튼을 클릭 합니다.

© 2010 Avaya Inc. All rights reserved. 8 Drop-down 메뉴에서 Product 옵션을 선택 합니다.

© 2010 Avaya Inc. All rights reserved. 9 이슈 발생한 제품이름으로 검색합니다. 아래 결과에서 해당 제품을 선택합니다.

© 2010 Avaya Inc. All rights reserved. 10 이슈에 대한 설명을 간략하게 입력합니다.( 한글로 입력도 가능합니다.)

© 2010 Avaya Inc. All rights reserved. 11 이슈 설명을 입력하게 되면 아래측에 해당이슈와 관련된 솔루션이 나열 됩니다. 해당 솔루션은 AVAYA 앤지니어께서 케이스 진행시 만든 자료 입니다.

© 2010 Avaya Inc. All rights reserved. 12 * Required 로 표시된 모든 항목에 내용 입력 합니다.

© 2010 Avaya Inc. All rights reserved. 13 이슈에 관한 정확한 severity 를 선택합니다.

© 2010 Avaya Inc. All rights reserved. 14 Contact list 를 클릭하여 관련 담당자를 선택 합니다.

© 2010 Avaya Inc. All rights reserved. 15 나열된 리스트에서 contact 하나를 선택 합니다.

© 2010 Avaya Inc. All rights reserved. 16 Submit 을 클릭합 니다.

© 2010 Avaya Inc. All rights reserved. 17 해당 SR 번로 케이스 업데이트 내용을 확인 할 수 있습니다. 저장하시기 바랍니다.

SR 상태 확인 방법

© 2010 Avaya Inc. All rights reserved. 19 신청된 케이스는 SERVICE REQUESTS 에 클릭하여 확인 가능합니다.

© 2010 Avaya Inc. All rights reserved. 20 SR 번호를 입력하고 ENTER 버튼에 클릭하여 SR 업데이트 상태 확인 할 수 있습니다.

© 2010 Avaya Inc. All rights reserved. 21 AVAYA 케이스 manager 로부터 케이스 업데이트 상황을 확인 할 수 있습니다.

© 2010 Avaya Inc. All rights reserved. 22 고객사에서 해당옵션을 선택하여 케이스 업데이트 진행하시면 case manager 분께서 내용 확인 할 수 있습니다. NEW ATTACHMENTS 에서 필요한 log 와 파일을 케이스 manager 분한테 보낼 수 있습니다. Submit 에 클릭합니다.

© 2010 Avaya Inc. All rights reserved. 23 고객사에서 업데이트 진행 후 케이스 상태는 SR Status- Inbound 로 나타납니다.

© 2010 Avaya Inc. All rights reserved. Agenda  How to create case through support.avaya.com  Support.avaya.com 에서 어떻게 케이스 오픈 할까요 ?  If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up.  FL 번호로 해당 고객사 등록 정보 확인 안될 시 진행방법  How to escalate the case and draw management attention on the case

© 2010 Avaya Inc. All rights reserved. Contact Avaya Access   Download the forms from the right hand side, and then follow the steps base on the different scenario as below: RequestActionResponsibility Customer wants their authorized Avaya Partner to be able to request access to their Sold To accounts. Submit a Delegated Administration request, click here to submit an request; or complete the "Avaya Access Request for Delegated Administration" form. Customer completes and submits the "Avaya Access Request for Delegated Administration" form. Customer wants to change their Delegated Administrator. Complete the "Avaya Access Change Request for Delegated Administrator" form. Customer completes and and submits the "Avaya Access Change Request for Delegated Administrator" form. Customer wants to cancel their current authorized Avaya Partner access to their Sold To accounts. Submit a Cancel Delegated Administration request, click here to submit an request; or complete the "Avaya Access Request to Cancel Delegated Administration" form. Customer completes and submits the "Avaya Access Request to Cancel Delegated Administration" form

© 2010 Avaya Inc. All rights reserved. Agenda  How to create case through support.avaya.com  If can’t find out the FL# which supposed should be under your maintenance base, how to contact Avaya Access Team to clean it up.  How to escalate the case and draw management attention on the case  매니져 에스칼레이션 진행 방법

© 2010 Avaya Inc. All rights reserved. “add an update” 에 클릭 27

© 2010 Avaya Inc. All rights reserved. “escalation request” 을 선택 후 상세 내용 입력하고 “submit” 에 클릭 28 After that, the management escalation activity (MEA) will add on your case, and Avaya management team will be alerted and will take action to move it forward. 이렇게 진행하시면 management escalation activity (MEA) 가 해당 케이스에 추가 되며 AVAYA management 팀에 케이스 진행을 확인 및 추진할 수 있습니다.

© 2010 Avaya Inc. All rights reserved. 29 Thank you