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What is Tellabs eCTS?
The Case Tracking System (eCTS) is the tool Tellabs Technical Support teams around the globe use for customer relationship management, effective June 30, 2008. Tellabs customers can use eCTS to: Create and submit support cases. View existing open or closed cases. Add notes and attachments to cases. Search for cases. 5. The eCTS Home page displays. 3. Click the Technical Support & Repair tab. 4. Click the Case Management link.
To view the details of a case: 1. Click the case from the My Open Cases table to select it. 2. Click the View Case link to open the case in a new window. (You cannot double-click to open a case.)
You can return to the default view by clicking the My Open Cases link.
2008 Tellabs. All rights reserved. Rev 2.0 07/31/09 Page 1 of 9
8. Highlight appropriate row and click 9. The site appears in the Site Information section. 2. From the Home page, click the Create a Case link to open the case form. Account and Contact Information System Information
3. Optional: In the Call back field, provide an alternate phone number where you can be reached for this case only. Site Information <updated> 4. Click the window. button to launch the search
10. The systems installed at the site selected appear in the table. 11. Click on the system experiencing the issue or question you are reporting. 12. Click the button.
13. The system description for the selected system appears below the table.
Searchable fields are (individual field or any combination of): Country State City CLLI (Common Language Location Identifier) Note: The CLLI code will be displayed in the search results only if a search entry is made in that field.
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14. In the Case Title field, enter a concise description of the issue you are experiencing. The Case Title field is limited to 128 characters. 15. In the Customer Priority field, select the most appropriate value based on the descriptions in the table below.
Priority
Critical
18. In the Case Notes field, enter your text. 19. Click the button to save the case.
Description
You cannot create a Critical case via eCTS. You must call Tellabs Technical Support. Complete interruption of System Operation. Problems causing Traffic Loss. Malfunctions that prevent the use of some critical functionality. A Problem causing a severe impact on customers business. No workaround is available.
21. After saving, your notes will disappear from the Case Notes field.
Major
Major degradation of the system performance. Problems causing traffic degradation. Failure of major non-critical functionality. Non-service affecting problems. Problems with existing workarounds. Minor degradation of the system performance. Bugs making the system more complicated or slowing down the use of the system. Minor inconvenience in the user interface. Bugs of cosmetic nature. A question about technical details, usage or behavior of the Tellabs System Operation.
22. You can view all the case notes in the Diary History window by clicking the 23. All the case notes appear in the Diary History field. 24. You can also add case notes in the Diary Editor field. 25. When youre done, click the button. button.
Minor
Inquiry
16. Optional: In the Customer Ticket # field, enter the ticket number from your companys case tracking system. 17. Optional: In the Pass Code field, enter the pass code required per your service agreement.
26. After saving, your case the Case ID displays. 27. Click the the case window. or button to close
Why is the case number syntax different? Tellabs migrated from two separate case management systems to a single new system. As a result, a new case number syntax was required. If you cannot locate an existing case, call Tellabs Technical Support for assistance.
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1. Click the
button.
2. In the Product Line field, select your system from the drop down list of values. 2. Complete the required fields shown in bold font. 3. Click the button. 4. The new site information will now be populated in your case. 3. In the Group field, select the system group from the drop down list of values.
4. In the FP/Release field, select the system FP or release from the drop down list of values.
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6. Optional: In the CLLI Code field, type the Common Language Location Identifier (CLLI) for the system. 7. Click the button.
9. Click the new system in the table. 10. Click the button. 11. The system description for the selected system appears below the table.
button to save the case. button to submit the case. or button to close
8. The file appears in the Case Attachments table. 31. Click the 32. Click the button to save the case. button to submit the case. or button to close
Communication to Tellabs Technical Support should be included in the Case Notes field rather than as an attachment.
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Why dont I see my attachment? The attachments for cases created in the previous Tellabs case management systems were not migrated to eCTS. Contact Tellabs Technical Support to have an attachment retrieved.
42. After saving, your notes will disappear from the Case Notes field.
43. You can view all the case notes in the Diary History window by clicking the 44. All the case notes appear in the Diary History field. 45. You can also add case notes in the Diary Editor field. 46. When youre done, click the button.
Remember to save the case any time you add case notes!
button.
or
button to close
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Example:
Also see the How do I export my search results? section to learn how to export your case to a Microsoft Word or Excel file using the button.
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Results Pane
Details Pane
2. From the Home page click the Search for a Case link to open the Case form in Search mode. 3. In the Status field, select Closed.
4. Click the
5. Click a site within the list to select it. 6. Click the button. 7. The site appears in the Site Information section. Details Pane The details pane displays detailed information for the request selected in the results pane. After running a search, the first matching request is automatically selected in the results pane and displayed in the details pane. You can select a different case by clicking on another case from the results pane. You can clear all results and launch a new search by clicking the button.
8. From the form banner, click the button. If no cases match your search criteria, you will receive a Warning message:
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button. 5. Select the program to open the file type. 6. Click the button.
5. In the File Name field, enter a name such as ClosedCases.xls. 6. Click the button.
By appending .xls to your file name, you can save your file as a Microsoft Excel spreadsheet.
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