Overview
The "Review/Change Open Tickets" selection on the SmartCare Plus™ Tools pop-up menu
will probably be your most frequently used option. This selection allows you so see all of the activity associated
with your reports from submission until current.
Upon selecting this option, you will be presented with a list of Open Tickets that you have established. To see
the Ticket's detail, click on the hyperlinked Ticket number.
The resulting ticket display is divided into three sections separated by horizontal rules: a General Ticket Information Section,
Ticket Details in cronological order, and an Updating Section to input the latest trouble data and/or request
for parts.
General Ticket Information Section
The General Ticket Information Section shown at the right is the topmost section of the ticket screen.
It displays
all the general information about the ticket, who reported it, when, callback, equipment type, and support location.
As you can see in the example, most of the fields allow for corrections from the original input.
After a ticket is established, all activities associated with the ticket are logged. If you or CBM personnel choose
to modify any of the General Ticket Information, a record of the change is logged as described in the Ticket Detail
Section below.
Ticket Detail Section
The Ticket Detail in the sample ticket shown here lists all the activities associated with the ticket since its
original submission.
This is an example of an Emergency Part Order, but the coresponding entries will be the same for troubles as well.
It details the ticket being established, the CBM SME being contacted, the details of the request are shown, and the
date & time the the CBM personnel acknowledged the report.
Note, that each entry carries the ID of the person who made the entry or change. For example purposes, you can see that the Equipment
Category and Service Location were changed by the originator after the ticket was established. The originator also
added a note the the equipment is back in service.
Ticket Update Section
The last section of the Open Ticket Screen allows you to add updated information to your trouble report/part request.
This may be in the form of plain text in the "Add Update" input field, or to add a request for part(s).
Similar to the part lookup functionality provided in the "Emergency Part Request", you have the opportunity
to use CBM's parts database searching ability to look for the exact part you require.
Entering your
part search criteria in the gray box labeled "Part Lookup" and clicking on "Search" will open a new window
with your search results. As before, if you find the part you require, you can add it to your ticket with a
simple click.
