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Support Online - How to use 'My Support Calls'
Published Date : 31 Aug 2004   Last Updated : 04 Dec 2012   Content Ref: NWS260962  




Overview

My Support Calls is the area on our Support website where you can interact with the engineer dealing with an issue that you have raised. The support call page has separate areas for defining the issue we are working on and the actions being taken. The Tasks section is used to define a set of actions required to progress the call.

You can update a call online, and you also have the option of requesting either an online update or a telephone call in response to an update.


Introduction to tasks

Tasks define a set of actions that should be completed in order to progress a service call. These could be a series of activities or questions that must be answered. E.g.

  • "Please can you check that your workstation is switched on and plugged in. This RM TEC article details how to do this TECxxxxx." 
  • "I will check your equipment list to find out if you have any other workstations of this type."  

Using tasks helps us separate the diagnostic work being taken to resolve a support issue from the non-technical aspects of our communications with you. E.g.

  • "Thanks for your advice I'll be able to work on this tomorrow." 

Each task will have a clear owner; RM will carry out some tasks and others may be actions for you to perform.  The result of performing a task is recorded and key information is gained about the issue. 

This allows us to have a consistent structure for actions within a call and makes it much easier to view the path that a call has taken. Also, we can clearly record the result of each action taken.


Support Call Page Screenshot

Section breakdown
  • Latest Update

This section will be maximised by default. The last update added to the call either by you or the RM engineer. This will display the date and time the update was added and also who added the update. You also update the call by clicking on the update call button in this section.

Latest Update Screenshot

  • Tasks Requiring Your Action

Tasks requiring your action displays a list of tasks that the RM engineer believes should be undertaken to progress the call that you can action. Tasks have a title in addition to a description of the task in more detail.

We can also embed links to articles in the RM Knowledge Library directly into these tasks, making it easier for you to access the appropriate articles in the Knowledge Library.

Tasks Requiring Your Action Screenshot

  • Tasks Requiring RM Action

This section will display a list of tasks that the RM engineer believes they need to action to progress the call. This will give you visibility of what an RM engineer is investigating on your behalf.

Tasks Requiring RM Action Screenshot

  • Call Overview

The overview will define clearly the issue that is being addressed as part of this service call; This allows greater clarity for both you and the RM engineer. Minimised by default, this overview is split into three sections:

  • Your Issue Summary: The short summary description you may have provided when launching the call.
  • Your Issue Detail: The full details of the issue you reported to us when you logged the service call. 
  • Diagnostic Assessment: Where needed this will be used to specify the issue in technical terms.

For a large number of calls the issue statement provided by you when you logged the call will be sufficient to resolve the issue. It is important that we maintain an accurate record of the symptoms you have reported;  The Issue Detail section allows us to do this.

However, we often find that upon investigation the root cause of an issue may be quite removed from the symptoms originally reported. In this instance we will benefit from stating the root cause in more technical terms; The Diagnostic Assessment has been created for this purpose. 

E.g. The Issue Summary you provide when logging it via support on-line may be:

"Stn03 Internet problem"

Your Issue Detail for the call, describing the symptoms may be:

"My Internet connection isn't working and I can't access my email. When I run Internet Explorer and try to attach to the Internet I get the error.  Page cannot be displayed.  When I run Outlook Express I get an error saying that it cannot find my email server."

The Diagnostic Assessment, after a number of interactions may be:

"Stn 03 is a CC3 XP client. All browser and proxy settings are verified as correct and the Internet and email GPO is being applied successfully; However, the workstation is not being allocated an IP address by the DHCP server. Examination of the DHCP logs has shown that the Jet database is corrupt."

Call Overview Screenshot

  • Completed Tasks

Minimised by default, the completed tasks section will show all the tasks that have already been completed during the call lifetime. The results of the tasks may also be displayed in this section were appropriate.

Completed Tasks Screenshot

  • Previous Updates

Minimised by default, the Previous Updates section will display all the previous update notes made as part of this call.

Previous Updates Screenshot

  • Customer/Caller Details

The Customer/Caller details section will display your contact details.

Customer/Caller Details Screenshot

  • Updating a Call

There is no need to update individual tasks with your results; the RM engineer who owns your call will update the tasks with the results.

As shown below, you will be able to view the previous update and the outstanding tasks above the New Call Notes section.

Updating a Call Screenshot

  • Call Ownership Section

There is an option here to allow you to update the RM engineer on your progress but still retain ownership of the call.  The RM engineers will still be notified that you have updated the call but will not be required to respond as they do currently. The default options are configured to hand the call to us for further investigation. 

If you do wish to hand the call to us, you can request a telephone response to your update or an online response.  If you request a telephone call we will aim to deliver this in line with the commitments we already have in place for online updates. This is a technical response within 10 working hours. (Working hours are Mon - Fri 8:00am - 6:00pm)

Call Ownership Section Screenshot


Other Useful Articles

How to log, view and update support calls using RM Support Online (TEC4745850)

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Document Keywords: my support calls, service calls, sol, on-line, enhancements, support, changes, upgrade, support online, online, nws260962


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