Overview
This function allows you to log a Support Incident with CBM. This input is stored in our database and will be retreivable only
by you and the CBM support personnel. Additionlly, your request is send via Pager and E-mail to the appropriate personnel
within CBM (based on equipment type and personnel expertise).
Also, during this process you have the availablity of searching CBM's database. Your part searches will
return the exact part number, part description, and all applicable pricing (purchase, repair, and exchange).
You may add this part information to your Request for Assistance with the simple click of a button.
Filling Out the Form
The Request Assistance form, as seen at the right, allows you to enter the equipment category (and sub-category),
relative severity (Informational, Minor, Major, and Critical), a short one line trouble/request synopsis,
and a detailed trouble report description. Additionally, since you may not be at your listed telephone number, we
request your current callback and the service location that is encountering the problem.
Upon submission it will return a Ticket number to you to allow you to track the progress of your request (See
Open Reports)
If you need to update the status of the ticket, add additional trouble information, or review the current
work done on your trouble, you may select "Review/Change Open Tickets"
from the SmartCare Plus Tools pop-up menu.
Searching for Parts
You may dynamically search for parts and part information by using the input selections in the gray box
labeled "Part Lookup". In the "Search for:" input field, you enter the
textual info you are looking for. This text may by partial part numbers or partial descriptions as noted
in the associated dropdown.
As an example, if you were to search for "tn" as a part of a part number, the system will open a pop-up window,
like the one shown at the left.
It shows the first of the 49 parts in the database that have the letters "tn" in the part number. The part description
along with purchase, exchange, and repair pricing are also shown. The window provides the NEXT and PREV linkages
to allow you to browse through the 49 matching parts.
Upon finding the part you require, you may adjust the quantity required, Transaction Type (purchase, exchange, repair),
and type of shipping (Emergency is counter-to-counter and Standard is Overnight/Next Day). Then by clicking
on the button Add to Iicket, the system will automatically make the part entry for you in your original
window in the "You Need:" input box. (You will be notified by an alert box that this was successful.)
You may do multiple searches and multiple part additions as you require.
Submitting your Request
When you click the button Submit Request (back in your main window), you will be presented with
a confirmation screen with your inputs listed. On the confirmation screen, click the button Generate
Ticket and Contact CBM SME.
What Happens Next?
You will be presented with the Ticket Tracking number for your request to allow you to review its progress and
the appropriate personnel within the CBM organization will be both paged and e-mailed.
You can view your ticket using the
Review/Change Open Tickets selection on the SmartCare Plus Tools pop-up menu.