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
 
Oracle 1.800.633.0737