1. Member Training Global CE Help
Jeffrey D Cooper
August 2016
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2. Definition: Global CE Help
Cummins Global Customer Engineering users can quickly enter, track and respond to Customer Engineering Support Requests via the Global CE Help system
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3. Roles: User Functions Create tickets Member Functions
Address, assign and close tickets
Create tickets for others
Reassign tickets to a different resource group
Admin for Remedy Functions
Ability to ‘push’ tickets to select groups in Remedy for IT work
System Admin Functions
Manage Roles
Manage Resource Groups
Manage routing of tickets to the resource groups
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4. Access: Any one of the following: globalcehelp.cummins.com
gce.cummins.com
Click on “Global Customer Engineering Home Page”
- Help/FAQ tab
- Link ‘Global Customer Engineering Help’
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5. Home Tab: Welcome Screen
Role
Bulletin Board Items
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6. My Preferences: User Information
Tip: A person only needs to request elevated access, if they want to be a Member of a group that works on other peoples tickets; Anyone who is a “User” can enter a ticket.
Auto Filled
First Name Last Name
Autofill
Cummins Address
Autofill
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7. My Preferences: Elevated Access request
Select Resource Group that you will be responsible for
Tip: Click on the Resource Group to be added and press ‘>’
Enter Justification for the request
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8. Issues Tab:
Pick the Resource Group you would like to monitor, from one of the following options:
the Manage Issues menu on the left
(or)
by selecting from the drop down list when you click on ‘Resource Group’
Review the ticket by clicking the Pencil Icon
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9. Issue Details: Review the details of the ticket
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10. Issue Details: Update the ticket status
Tip: when status changes, an is sent to the person who created the ticket, and the work log captures Progress Information
Update the Progress field with your comments
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11. Issue Details(Member Only):
If appropriate, assign the ticket to yourself/someone in your resource group
If a ticket needs to be worked by someone in a different resource group, click on the Resource Group dropdown, select the group from the list, leave the Assigned To field blank, enter your information in the Progress field, and press ‘Apply Changes’ button. All members of the group that you select will be ed concerning the ticket.
Note: nothing should be filled in the Member Only section on initial ticket creation. Wait until after ticket is created to modify the Member Only section.
Click ‘Apply Changes’ to save changes after assigning ticket
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12. Export Data: Issues tab
Click on the ‘Actions’ button, select ‘Download’, ‘CVS’
In Excel, format the Request ID column to be a number with no decimal places
And format the Worklog column to be text
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13. Issues for IT (If your role is Member)
If you believe the ticket belongs to IT, assign the ticket to the COLS Support group with your comments.
COLS Support will move the ticket to the correct IT remedy group and the ticket in Global CE Help will be closed automatically.
Issues for IT (If your role is Admin)
For tickets determined to be IT issues, Admins should select the correct resource group and click ‘Yes’ on the radio button called ‘Push to Remedy’
This will close the ticket in Global CE Help and open a ticket in Remedy to the IT support Group.
Note: The Global Issue button can be set to ‘Yes’ if the issue impacts more that 1 user.
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14. Tickets Assigned Incorrectly:
If you feel a ticket was assigned incorrectly then reassign to the correct Resource Group.
If you do not know which group is correct then reassign to COLS Support group with your comments.
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15. To request changes to Global CE Help:
Create a request using the GCE Help by Organization form
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16. To request system changes: (Cont.)
Select ‘Issue Category’ = ‘CE Help System Change’
Describe the recommended changes
The Governance Board for the system will review the request
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17. Questions:
Questions can be submitted by entering a ticket in the Issue Category “CE Help System Change” outlined in the previous slide, or by ing
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