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 page or directly using the Support Issue page. The Support Issue page 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.

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 page or by entering all information relating to the issue in the Support Issue page.
3. The person responsible for the issue is assigned, and the issue criteria are selected.
4. The Support Issue page is used to display issue history and facilitate exchange of messages. From this page 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 section. 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 can be edited. Connect to existing support issue if applicable.