Support Center

The Support Center process includes handling support issues and support solutions, and generating web pages in HTML.

• Support Issue: Support issues are created using the Quick Register of Support Issue window or directly using the Support Issue window. The Support Issue window also is used to administer and exchange issues.
• Support Solution: Support solutions can be created from any support issue, or they can be created without an existing issue. A support issue can be associated with one or more support solutions.
• Generate HTML Page: Web (HTML) pages can be generated from one or more selected support solutions.

Support Issue Process Flow

1. A question or issue occurs that requires a response.
2. The support issue is created. This can be done either by entering the most important information in the Quick Register of Support Issue window or by entering all information relating to the issue in the Support Issue window.
3. The person responsible for the issue is assigned, and the issue criteria are selected.
4. The Support Issue window is used to display issue history and facilitate exchange of messages. From this window it is also possible to send the issue history as an e-mail.
5. All messages and updated issue criteria are saved and displayed in the Issue History field. This provides a chronological overview of the changes that have been made and messages that have been exchanged.
6. The issue is closed without further action or transferred into one or more support solutions. Transferring an issue to a support solution initiates a new solution using information from the selected issue.

Support Solution Process Flow

1. A solution is created, either manually or from a existing support issue, using information copied from the selected issue.
2. The solution is edited. Decide whether the solution should be available for business-to-business customers and/or suppliers and mark appropriate check box(es).
3. One or more solutions are generated as HTML files for viewing in a web browser.

Generate HTML File Process Flow

1. An HTML page is needed to make solutions available on the Web or on an intranet.
2. One or more support solutions are selected, and then the Generate HTML File option is selected.
3. The suggested path and file name for the generated HTML file is selected.
4. Optionally, the suggested path and file name for the HTML header and/or footer are selected.
5. The Generate button is selected. This begins the generation of the HTML file.
6. Once the HTML file is generated, it can be displayed in a web browser.