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Oracle iSupport enables users to manage their service request activity online. This functionality is available if the merchant sets up the service request.
Functions covered are:
- Create Service Request for a customer.
- Update Service Request for a customer.
- Close Service Request.
Create SR (CSR)
| Main Steps Performed |
Timed Events (Y/N) |
Initialization phase
1. Click on "Apps Local Login Page" |
N |
| 2. Enter USERNAME / PASSWORD: "OPERATIONS" / "WELCOME" |
N |
| 3. Select Responsibility: "Customer Support, Vision Enterprises" |
N |
| 4. Navigate to: "Customer Management" -> "Contact Center" |
N |
Action phase (iterations)
1. Enter Phone Number for Contact |
N |
2. Navigate to Service Request Tab.
Following fields are defaulted - SR Type, Customer, Account, Address, Reported on, Status, Severity, Urgency, Owner
|
N |
| 3. Enter the Owner Name |
N |
| 4. Select one of the five Instance Numbers from the LOV |
N |
| 5. Enter the Problem Code as "Software Problem" |
N |
| 6. Enter the Tracking Summary as "S/W Bug" |
N |
| 7. Enter Notes as "Test Note 4" |
N |
| 8. Click on the SAVE button |
Y |
| 9. Clear the Form |
N |
Update SR (USR)
| Main Steps Performed |
Timed Events (Y/N) |
Initialization phase
1. Click on "Apps Local Login Page" |
N |
| 2. Enter USERNAME / PASSWORD: "OPERATIONS" / "WELCOME" |
N |
| 3. Select Responsibility: "Customer Support, Vision Enterprises" |
N |
| 4. Navigate to: "Service Requests" -> "Find Service Requests" |
N |
Action phase (iterations)
1. Enter Status of the Service Request as OPEN |
N |
| 2. Enter the OWNER NAME |
N |
| 3. Click on the FIND button to find all the Service Requests |
N |
| 4. Select the first Service Request from the List and Click on the FIND button |
N |
| 5. Enter the text "Test Note" under the NOTES column |
N |
| 6. Change the STATUS of the Service Request to WORKING |
N |
| 7. Click on the SAVE button |
Y |
| 8. Clear the Form |
N |
Close SR (CSR)
| Main Steps Performed |
Timed Events (Y/N) |
Initialization phase
1. Click on "JTF Login Page" |
N |
| 2. Enter USERNAME / PASSWORD: "Customer Name" / "Customer Password" |
N |
Action phase (iterations)
1. Click on the SUPPORT tab on the top right side |
N |
| 2. Click on the SERVICE REQUESTS tab on the next page |
N |
| 3. Click on the first Service Request Number which is listed on the left side of the page |
N |
| 4. Click on the CLOSE REQUEST tab on the next page on the top right side |
N |
| 5. Click on the CLOSE REQUEST tab again on the next page |
Y |
| 6. Click on the SIGN OUT button on the next page on the top right side |
N |
| 7. Returns to the Sign in Page |
N |
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