Difference between revisions of "COMETHelpSupport/hr"
(Created page with "Kako bi se još jasnije opisao problem, moguće je priložiti poruci jednu ili više datoteka. Prilaganje datoteka je opcionalno. To je moguće učiniti pritiskom na gumb "Oda...") |
(Created page with "Kada su informacije o tiketu potpune, korisnik može poslati tiket pritiskom na gumb "Spremi". Korisnik će biti obavješten porukom ukoliko je njegova poruka uspješno pohran...") |
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Kako bi se još jasnije opisao problem, moguće je priložiti poruci jednu ili više datoteka. Prilaganje datoteka je opcionalno. To je moguće učiniti pritiskom na gumb "Odaberite" koji se nalazi ispod polja za unos poruke. Pritiskom na tipku "Odaberite" otvara se dijaloški okvir za odabir datoteke. Datoteke se mogu vući i ispustiti iz sustava direktno u okvir. Kada se poruci priloži jedna ili više datoteka, njihova imena su vidljiva na ekranu. Postoji gumb za uklanjanje datoteke iz poruke pokraj svakog imena datoteke. | Kako bi se još jasnije opisao problem, moguće je priložiti poruci jednu ili više datoteka. Prilaganje datoteka je opcionalno. To je moguće učiniti pritiskom na gumb "Odaberite" koji se nalazi ispod polja za unos poruke. Pritiskom na tipku "Odaberite" otvara se dijaloški okvir za odabir datoteke. Datoteke se mogu vući i ispustiti iz sustava direktno u okvir. Kada se poruci priloži jedna ili više datoteka, njihova imena su vidljiva na ekranu. Postoji gumb za uklanjanje datoteke iz poruke pokraj svakog imena datoteke. | ||
− | + | Kada su informacije o tiketu potpune, korisnik može poslati tiket pritiskom na gumb "Spremi". Korisnik će biti obavješten porukom ukoliko je njegova poruka uspješno pohranjena i tiket će se pojaviti na listi „Moji aktivni tiketi“ u status „OTVOREN 2L“, ukoliko je riječ o korisniku HNS-a ili BiH korisniku. tiket Korisnika FSCG i FFM na listi će se pojaviti u statusu „OTVOREN 1L“. | |
+ | Od tog trenutka više nije moguće mijenjati unesene informacije, ali se one uvijek mogu nadodati. Ukoliko korisnik želi nadodati komentar svome tiketu, može jednostavno upisati novi tekst u polje za poruku i ponovno pritisnuti gumb "Spremi". | ||
'''''NOTE''': If you are the SUPERUSER of your Association, you will have additional options. First, you will be able to open a support ticket on behalf of someone else by selecting their name from the list of users in the system (use the search icon next to the ticket Reporter). Then, you will have the option to click on „Save“ which puts the ticket in status OPEN 1L; or to click on „Save and Accept“, which puts the ticket in status LEVEL 1; or to click on „Save and Escalate“, which puts the ticket in status LEVEL 2. Just as the buttons say, accepting the tickets means that you are able to resolve it, and escalating the tickets means that you are not able to resolve it and you are escalating the issue to Analyticom support.'' | '''''NOTE''': If you are the SUPERUSER of your Association, you will have additional options. First, you will be able to open a support ticket on behalf of someone else by selecting their name from the list of users in the system (use the search icon next to the ticket Reporter). Then, you will have the option to click on „Save“ which puts the ticket in status OPEN 1L; or to click on „Save and Accept“, which puts the ticket in status LEVEL 1; or to click on „Save and Escalate“, which puts the ticket in status LEVEL 2. Just as the buttons say, accepting the tickets means that you are able to resolve it, and escalating the tickets means that you are not able to resolve it and you are escalating the issue to Analyticom support.'' |
Revision as of 15:51, 14 November 2017
Pomoć i korisnička podrška
Ukoliko budete imali problema pri korištenju COMET-a i bude vam potrebna pomoć, možete se poslužiti help (pomoć) sustavom ugrađenom u aplikaciju. COMET sadrži poveznice na vlastite wiki stranice dostupne na nekoliko jezika te ticketing sustav putem kojeg možete prijaviti probleme u vezi aplikacije.
COMET wiki stranice
COMET wiki stranicama je moguće pristupiti na dva načina: s lijevog i s gornjeg izbornika. Ako pritisnete stavku izbornika “Wiki”, sustav će u novom prozoru otvoriti wiki help članke COMET-a. Prvo će se prikazati pozdravna stranica, a potom možete slobodno pretraživati koristeći lijevu i desnu navigacijsku ploču.
Comet wiki sadrži tipične mogućnosti:
- Mogućnost pretraživanja u gornjem desnom uglu ekrana
- Content tree je dostupan s lijeve strane, s poveznicama na različite teme
Help izbornik
Odaberite "Help" izbornik na lijevoj navigacijskoj ploči u COMET-u kako biste proširili stavke podizbornika: "Moji aktivni tiketi", “Svi moji tiketi”, “Otvori novi tiket” i “Wiki”.
Menu krajnjeg korisnika
Opaska: Ako ste Vi SUPERUSER u Vašem Savezu, Vaš glavni menu će imati dodatne stavke poput: "Moji zadaci", koji pokazuju listu ticketa koji zahtijevaju Vašu akciju (dodatne informacije, rješavanje problema...); Stavke "Svi aktivni XYZ ticketi" i "Svi XYZ ticketi" se koriste za pristupanje svih tiketa iz Vašeg Saveza (samo aktivni ili i aktivni i zatvoreni).
Otvaranje novog tiketat
Pritiskom na stavku izbornika “Otvori novi tiket”, sustav će pozvati prazni obrazac kako bi korisnik u njega unio informacije o problemu kojeg prijavljuje. Kako bi se uspješno otvorio novi tiket, potrebno je unijeti predmet (subject) tiketa i detaljnije opisati problem u poruci.
Pritisnite "Spremi" kako biste poslali ticket.
Predmet tiketa može biti kratki opis problema koji se prijavljuje. Korisnik može izabrati stupanj prioriteta, visok, srednji ili niski. Tiket visokog stupnja prioriteta rješavat će se prije onih niskog prioriteta. Poruka mora sadržavati detaljan opis problema, sa što više mogućih specifičnosti. Kako bi poruka bila jasnija i učinkovitija tekst se može formatirati jednostavnim alatima.
Kako bi se još jasnije opisao problem, moguće je priložiti poruci jednu ili više datoteka. Prilaganje datoteka je opcionalno. To je moguće učiniti pritiskom na gumb "Odaberite" koji se nalazi ispod polja za unos poruke. Pritiskom na tipku "Odaberite" otvara se dijaloški okvir za odabir datoteke. Datoteke se mogu vući i ispustiti iz sustava direktno u okvir. Kada se poruci priloži jedna ili više datoteka, njihova imena su vidljiva na ekranu. Postoji gumb za uklanjanje datoteke iz poruke pokraj svakog imena datoteke.
Kada su informacije o tiketu potpune, korisnik može poslati tiket pritiskom na gumb "Spremi". Korisnik će biti obavješten porukom ukoliko je njegova poruka uspješno pohranjena i tiket će se pojaviti na listi „Moji aktivni tiketi“ u status „OTVOREN 2L“, ukoliko je riječ o korisniku HNS-a ili BiH korisniku. tiket Korisnika FSCG i FFM na listi će se pojaviti u statusu „OTVOREN 1L“. Od tog trenutka više nije moguće mijenjati unesene informacije, ali se one uvijek mogu nadodati. Ukoliko korisnik želi nadodati komentar svome tiketu, može jednostavno upisati novi tekst u polje za poruku i ponovno pritisnuti gumb "Spremi".
NOTE: If you are the SUPERUSER of your Association, you will have additional options. First, you will be able to open a support ticket on behalf of someone else by selecting their name from the list of users in the system (use the search icon next to the ticket Reporter). Then, you will have the option to click on „Save“ which puts the ticket in status OPEN 1L; or to click on „Save and Accept“, which puts the ticket in status LEVEL 1; or to click on „Save and Escalate“, which puts the ticket in status LEVEL 2. Just as the buttons say, accepting the tickets means that you are able to resolve it, and escalating the tickets means that you are not able to resolve it and you are escalating the issue to Analyticom support.
My active tickets
Selecting the menu item “My active tickets“ none of the closed tickets will appear on the list.
Each message added to the ticket contains information on who wrote the message and exact date and time when the message was written. Furthermore, if there were any files attached to the message, they will be listed as links. Clicking on the file link will download the file to the user’s computer. As described above, the existing information cannot be modified, but you are free to add new comments or add new attachments to an existing issue.
All my tickets
Click on “All my tickets” menu item, the system opens a list of all tickets reported by the user.
Each row of the table represents a ticket. Clicking on a single row will open the ticket form and display selected ticket details, such as the ticket id number and status.
Include other users in the ticket conversation
If you have the role of SUPERUSER assigned, the Ticketing System allows you to include other users of your Association to any open ticket, as long as he/she has valid credentials for access to the system. This functionality can be very useful if you want to keep other people aware of the progress of any pending issue or task. Anyone included in the conversation will receive an email every time there is a message posted in the same thread. Anyone included in the conversation will also be able to contribute and post their own messages. To include a desired user to a ticket, click on the button with the magnifying glass icon which will bring the list of all the users in your organization.
The list opens automatically and, as always, it can be sorted and filtered by any column. Each row is also a link to add a person. One click on the desired user, and he/she will be automatically included and will be able to check the ticket status anytime and to engage in correspondence with the Analyticom Support Team. To add more people to the ticket, just repeat the same step.
If at any time the subject is no longer of interest to the user included, he/she can easily be excluded from all future correspondence. You can do this by clicking the button with the trash icon.
Open a ticket on behalf of another user
If you have the role of SUPERUSER assigned, the system allows you to open a ticket on behalf of any other user in your Association. This functionality can be useful if, for example, a less experienced user in COMET contacts you requiring some information or explanation about the processes in the system, or you simply want the user to do the monitoring of the matter reported. In order to do this, first expand the Help menu and click on "New ticket. Then press the magnifying glass icon next to the "Reporter" field. The click opens the list of all users under your association and, as always, it can be sorted and filtered by any column. With one click you can select the desired user and from that moment, the selected user will appear as the reporter of the issue.
Support model
There are three levels of support available to address your questions and requests:
- Level I = SUPERUSER(s) of your national association
- Level II = Comet support agent (at Analyticom)
- Level III = Technical support provided by Analyticom engineers
When a user opens a new ticket via the Comet help system, the ticket is stored in the database and assigned a number. At that point, the user who submitted the ticket,as well as the SUPERUSER of the association, will be notified that the ticket is now in the status “OPEN 1L”. It is then sent to the ticket queue prepared for the SUPERUSER(s) of the national association.
SUPERUSER needs to review the incoming tickets and decide what to do next. SUPERUSER can „Accept“ a ticket as his own task, which changes the status to „LEVEL 1“. If he or she does not understand the request, SUPERUSER can „Request Info“ from the person who opened the ticket. In that case, the ticket status is automatically set to “WAITING 1L“. The user (reporter) can add information to the existing ticket to clarify his/hers request and re-submit the same ticket again by clicking on „Return“. Once the SUPERUSER has resolved the issue, he/or she will close the ticket, and the status will change to CLOSED 1L.
If the SUPERUSER assigned to the ticket cannot resolve the issue, he/she can escalate the ticket to the next support level (i.e. Comet support agent). The ticket status is set to “OPEN L2“.
In case the support agent needs more information concerning the reported issue, he/she will "Request Info“ from the SUPERUSER and the ticket status will be set to “WAITING 2L“.
Once the issue has been resolved, the support agent who resolved it can close the ticket, and the status will change to CLOSED 2L.
Each time the status of the ticket changes, or someone contributes to the conversation, all users involved in the ticket will get a new email notification.
Telephone Support
A telephone support number +385 992 010 010 is accessible to the SUPERUSER for emergency matters. It is available Monday to Sunday until 23h CET. The telephone support is available only for critical issues/emergencies, i.e. in case of a non-functioning critical business process which must be carried out immediately (it cannot wait for the next business day), and requires the intervention of Analyticom to solve the issue.
IMPORTANT: It is necessary that the SUPERUSER enters a sufficiently specific issue description in the COMET support module prior to the call. If the COMET support module is for any reason not available, alternatively an e-mail may be sent to [email protected]. The call itself is simply a notification that an immediate action is required, which cannot wait until tomorrow. In the call, the superuser must reference the ticket number (or e-mail time stamp) where the critical issue has been described.