IntelliCorp Help Desk System
User's Guide
© IntelliCorp, Inc.
2003. All rights reserved.
IntelliCorp, ModelWorks,
LiveModel, LiveAnalyst, GoLive, LiveInterface, and LiveDesign are trademarks or
registered trademarks of IntelliCorp, Inc. All other marks are trademarks of
their respective owners.
This publication and the
software described in it are copyrighted with all rights reserved. Under the
copyright laws, this publication and the software may not be copied, in whole
or part, without written consent of IntelliCorp, Inc. Under the law, copying
includes translating into another language or format.
The software described in
this publication is furnished under a license agreement with IntelliCorp, Inc.
and may be used or copied only in accordance with the terms of the
agreement.
Use, duplication, or
disclosure of the software, this publication and related documentation by the
U.S. Government is subject to restrictions as set forth in subparagraph (1)(ii)
of the Rights in Technical Data and Computer Software clause at DFARS
252.227-7013 (October 1988) and FAR 52.227-19 (June 1987), or to the
restrictions set forth in successor clauses.
The software, this publication, and related documentation are provided
to the U.S. Government only under the Restricted Rights Provision of the
Federal Acquisitions Regulations applicable to commercial computer software
developed at private expense, and not in the public domain.
IntelliCorp, Inc.
1975 El Camino Real,
Suite 201
Mountain View, CA 94040
(650) 965-5500
Technical Support
(650) 965-5555
FAX: (650) 965-5647
livesupport@intellicorp.com
Material Number: DOC-ICHD-01-062003
Contents
Tips for Raising Support Issues
How
to Write a Useful Issue Report.
How
to fill out the ICHelpDesk forms
Introduction
IntelliCorp provide a centralized help desk system for the loggingraising of support
issues. The helpdesk system is
maintained by IntelliCorp support staff, however it also allows end users to
log and review their own support issues.
The help desk is a web-based application, which can be accessed from the
following URL:
http://helpdesk.intellicorp.com/ichelpdesk/logon.asp
This document provides details on how to use the IntelliCorp
help desk system, and also includes some notes on loggingraising problem
reports effectively.
Phone, Fax and Email Support
IntelliCorp continue to provide support via phone fax and email as normal. Please use the following contact details:
Phone: (408) 454 3555
Fax: (408) 454 3647
Email: livesupport@intellicorp.com
IntelliCorp Help Desk
The Help Desk is a web-based application, which can be accessed from the following URL:
http://helpdesk.intellicorp.com/ichelpdesk/logon.asp
Logging On to the Help Desk
The Help Desk URL displays an initial logon screen. Enter your IntelliCorp Help Desk username and password here, and click 'Logon'. The Help Desk system will have sent you a username and password via email if we have already logged a support issue for you.
· Use the 'E-mail My Password' option to receive a reminder of your password via email
· Use the 'New User' option if necessary to register yourself as a new Help Desk user
After you have logged in, the main IntelliCorp Help Desk
screen will be displayed. This screen
shows your username, and includes a link to your most recent support issue.
Adding a New User
If you are accessing the Help Desk for the first time, and have not received a username and password via email, you'll need to register yourself as a new Help Desk user. This can be done by clicking the 'New User' link on the initial Help Desk screen.
Enter your details in the 'Registration for new users'
screen and click 'Submit'. You'll then be able to log into the Help Desk with
your specified username and password.
LoggingRaising a New Issue
To lograise a new support issue, click the 'Submit
New Problem' link on the main Help Desk screen. Then complete the 'Submit A New Problem' screen as follows (you
will find that the 'Contact Information' section has already been filled in
with your own details).
An asterisk (*) indicates a required field.
Product:
Select an IntelliCorp product from the drop-down list box. The list includes all our supported products.
Version:
Enter the version number for the product you are using.
Category:
Select a problem category from the drop-down list box.
Title:
Enter a short description for the support issue.
Description:
Use this field to provide a full description of the problem.
Attachments:
Include any attachments, which may be helpful in describing the support issue. For example, you may wish to include a screenshot of an error that occurred. Attachments are embedded within the Help Desk application.
Click 'Submit Problem' to log the support issue. A summary screen will be displayed, and you will receive an email notification that the issue has been logged. The email will include:
· A link which allows you to review or update the support issue in the Help Desk system
· Details for the support issue, including its ID, Title and Description
When an issue is logged in the Help Desk, it will be assigned to an appropriate support representative who will contact you to work towards a resolution of the problem.
Reviewing Existing Issues
To review your existing issues, click the 'View Problem
List' link on the main Help Desk screen.
A problem-listing screen is displayed which shows the following details
for each of the support issues you have raised:
ID:
The issue ID.
Title:
The short description for the support issue. Click this link to review the support issue or to enter any additional details.
Assigned To:
The support representative or group assigned to the issue. Click this link to send them an email.
Date Submitted:
The date the support issue was raised.
Status:
The status of the support issue.
Reviewing a Specific Issue
To review a specific support issue you have raised, enter its ID in the main Help Desk screen and click the 'Open Specific ID' button. This allows you to review the problem details or enter additional information.
Searching the Knowledge Base
The Help Desk system incorporates a knowledge base,
including issues that the support staff believes may be generally useful to a
number of customers. To search the
knowledge base, click the 'Search the Knowledge Base' link on the main Help
Desk screen. If you know the ID of a
knowledge base issue, you can access it using the 'Lookup by ID' button on the
main Help Desk screen.
Note that the knowledge base does not store any customer information. It only stores problem details, and we only add closed issues to the knowledge base. New knowledge base issues can only be searched for after the database has been indexed, which occurs automatically each evening at midnight.
Editing User Information
To update your user details, click the 'Edit Information' link on the main Help Desk screen. Update any of the user fields, and click 'Submit' to save your changes.
Logging Off
Use the 'Log Off' link on the main Help Desk screen.
Tips for LoggingRaising Support
Issues
Please take the following guidelines
into account when loggingraising support problems, as they will help
us investigate your issues more effectively.
Note: Before raising a support
issue, we recommend that you check the Help Desk Knowledge Base for similar
reports. It is possible that someone
else may have experienced the same problem, and that a solution has already
been found.
How to Write a Useful Issue Report
Useful issue reports are ones that get the issue resolved. A useful issue report normally has two qualities:
- Reproducible. Problems that can't
be reproduced in the lab are much more difficult to fix than those that
can. In the case of bugs, reproducing the problem
more quickly leads to a fix. Every relevant
detail that you provide will help us to reproduce your issue.
- Specific. Specific issue
reports enable Support and, in the case of confirmed bugs, Engineering, to
more quickly respond with a problem resolution. Taking the time to isolate
an issue to a specific fault can dramatically reduce the time it takes to
resolve the issue.
How to fill out the ICHelpDesk forms
·Before logging a
support issue, we recommend that you check the Help Desk Knowledge Base for
similar reports. It is possible that
someone else may have experienced the same problem, and that a solution has
already been found.
· Where there are several sub-products, choose the most specific one that relates to your support issue. For example, if you have a question relating to LiveCompare, choose 'NetProcess-LiveCompare' rather than 'NetProcess' as the product.
· Make sure the 'Version' field is filled in accurately.
· Choose the category, which most closely describes the problem (note that not all categories are applicable to all products).
· Try to make the issue title as descriptive as possible. Ideally it should provide a one-line summary of the support issue, which is then expanded in the issue description. Use this field to ask a question, for example:
o How do you register a NetProcess model?
o How is LiveCompare summary data stored?
… or to report an error (try to include an error code, and a description of when the error occurred).
o Error 215 when loading a BDL model
o Error 404 when uploading a LiveCapture dataset
Other titles might refer to common tasks for a particular product, for example:
o Associating roles with worksteps
o Linking entry and exit connectors
o Creating process flows
The following titles are less useful, as they convey little information:
o NetProcess error
o Flow diagrams
o Inbound interfaces
· Use the 'Description' field to provide as much relevant detail as possible. If the support issue relates to a software error, please provide full details of the error and a description of the tasks you were performing when the error occurs.
Example:
"NetProcess
crashed each time I added a new Node from the Tool Palette to a diagram, but
before I actually saved the diagram. The following error message is
displayed: "Unable to find related object of type foo", after
which my Browser hangs. I do not have this problem when I use the New
Node Wizard from the context menu to add the same foo node."
· Please indicate if the problem is reproducible and provide detailed steps to reproduce it. If you find that a problem occurs on one machine but not on another, then this information would be useful in the problem description. It might also be useful to include configuration details for each of the machines.
Example:
Steps to Reproduce:
1) Open an editable diagram - I used a BDL Flow Diagram.
2) Select the 'foo' object tool on the Tools Palette.
3) Click on any free grid point in the diagram.
4) The error message described above is displayed.
5) At this point the browser is dead and you can do nothing further with
it.
· If you are using a product, which is supported on several platforms (e.g. NetProcess, LiveInterface), please provide configuration details if they are relevant to the support issue.
Example:
Internet
Explorer 5.5 SP2
· If your support issue concerns an installation problem, please provide configuration details for the machine on which you are trying the installation. Please refer to our Installation Guides or Pre-install Check programs to confirm you have a supported configuration.