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. Click on “Service” under the Menu column N
4. Click on “Create Service Requests” N
Action Phase (iterations)
1. Enter Phone Number (from Cust. Support Setup) for Phone N
2. Enter “Pacific Time” for Time Zone N
3. Enter “Customer Service Request” for Type N
4. Enter “CSS Group” for Group N
5. Enter “Daugherty, Mr. John” for Owner N
6. Click Workbench tab N
7. Enter “Software” for Problem Summary N
8. Click New(B) under the Notes section N
9. Enter “TEST” for Description N
10. File > SAVE
Then click on the field holding the generated SR number, ie set Focus on the forms field. This is needed so the field is returned to the OpenScript recording for usage by the script.
Y
11. Edit > Clear Form N
Done with transaction

Update SR (USR)

Main Steps Performed Timed Events (Y/N)
Initialization phase
1. Click on "Apps Local Login Page"
N
2. Enter “operations” for userid and “welcome” for password N
3. Select “Services” from the responsibility menu; N
4. Select “Find Service Requests” from the Service Requests menu N
Action phase (iterations)
1. Enter a valid Request Number N
2. Click on the Search button N
3. Enter “Customer Service Request” in Type N
4. Enter “Working” in Status N
5. File Save Y
6. Edit > Clear Form N
Finished with Update

Close SR (CSR)

Main Steps Performed Timed Events (Y/N)
1. Click on "Apps Local Login Page" N
2. Enter USERNAME / PASSWORD:
Self Service User names are taken from vts
N
3. Click on “iSupport Primary User” link N
4. Click on “Home” link N
5. Click on {Service Request Number} link on the page (Dynamically populated from vts) N
6. Click on Close request Button. Y
7. Click Logout N
 
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