Customer Support 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