Author: TME IS Service centre ServiceNow TD · Author: TME IS Service centre ServiceNow – TD – Issue report for market complaints 28/9/2015 P a g e 4 | 12 Reporting problems directly

Author: TME IS Service centre ServiceNow – TD – Issue report for market complaints 28/9/2015

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TD – Issue report for market complaints


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Contents Reporting problems on TD3 .............................................................................................................................................. 3

When on Techdoc3 it’s possible to report problems by navigating to the “Support Service” widget: ........................ 3

Reporting problems directly into ServiceNow .................................................................................................................. 4

In case Techdoc3 is down navigate towards the Service Support page: ...................................................................... 4

General steps: ................................................................................................................................................................... 5

Fields explained ................................................................................................................................................................. 7

Request on behalf of ..................................................................................................................................................... 7

Select error type ........................................................................................................................................................... 7

Details ........................................................................................................................................................................... 8

User ID ........................................................................................................................................................................... 8

Dealer (Dealer name and ID) ........................................................................................................................................ 9

Device name .................................................................................................................................................................. 9

Direct phone number of the user and date/time of the issue ..................................................................................... 9

What done before (if useful check what you did just before the issue)..................................................................... 10

Attach a file to the issue report .................................................................................................................................. 10

Fields by issue type ......................................................................................................................................................... 11

TD application specific field: Symptoms ..................................................................................................................... 11

GTS specific field: Car .................................................................................................................................................. 11

GTS specific field: How connected to the car ............................................................................................................. 11

The car specific field: Car ............................................................................................................................................ 11

TD3 Hardware/Laptop specific field: Problem ............................................................................................................ 11

Submitting your request ................................................................................................................................................. 12


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TD – Issue report for market complaints

For urgent, business critical issues impacting many users, you can phone the Service Centre on +32 2 745 2999.

Additional TME support information can also be found at the following link.

Within ServiceNow there is one location where all market complaints/issues can be logged in contrast to remedy

where there were several request for each complaint / issue type.

Reporting problems on TD3

When on Techdoc3 it’s possible to report problems by navigating to the “Support Service” widget:

Click on the widget

Home page ServiceNow screen opens (NOTE: it might be possible the screen does not appear if popups are

blocked)

Home page > Service Catalogue > Can we help you? (Then go to general steps within this document)

https://s3-eu-west-1.amazonaws.com/44020/techdoc3/Support/TD3+support+documents.zip


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Reporting problems directly into ServiceNow

In case Techdoc3 is down navigate towards the Service Support page:

https://toyotaeurope.service-now.com/ess/ => Report an Incident

Create a new incident (Then go to general steps within this document)


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General steps:

Can We Help you? > Business Applications

Can We Help you? > Business Applications > Techdoc


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Can We Help you? > Business Applications > Techdoc > TD - Issue report for market complaints

Note: To be used by NMSCs in order to report problems towards TME regarding: TD3 errors and performance, Vehicle connection problems,

VIN write and HHC, EWD visualisation, GTS software and hardware problems. Please be aware that each created ticket must contain print

screens indicating the customer complaint, effect on system and performed actions.

Can We Help you? > Business Applications > Techdoc > TD - Issue report for market complaints (Detailed)


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Fields explained

You’ll find all the basic fields explained below followed by the issue type specific fields.

Request on behalf of

You have the possibility to request issues on behalf of another user, this is an option, and can be left blank if logging a request for

yourself.

Select error type

Select an error type, note that only one type can be selected per request, if you have issues with multiple applications you will

have to raise a separate request. The available error type are:

TD3 Application ( content missing or not delivered like EWDs, bulletins, repair manual content)

GTS ( problems related to Techstream’s performance, missing functions, incorrect parameter reading, connection issues)

User access

The car ( problems related to interaction between TD3 and vehicle including HHC, VIN write)

TD3 Hardware/Laptop


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Details

This is a free text area where you can describe your problem is more detail. Typical information which the support team would

require here are:

1. What system are you using, Type of PC …etc.

2. Describe the problem, what were you doing, what environment …etc.

3. How do we, as support, reproduce the problem/issue? Step by step explanation.

4. Work on case, what else were you doing? Other active applications systems that might have an impact on resolving this

issue.

User ID

Here you have to provide the a user ID of the system/application where the issue is occurring, if you are requesting this for

yourself, enter your user ID if you are requesting this form someone else, enter their user ID in this field.


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Dealer (Dealer name and ID)

Here you have to provide the dealer name and ID where the issue has occurred. This is a mandatory field and thus must contain a

value.

Device name

Here you have to enter the device name where the issue is occurring. The device name can be found on your computer at the

following location: Start => Computer => Hard Disk Drives. This field is mandatory, and expects a value.


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Direct phone number of the user and date/time of the issue

A phone number can be provide of the user who is impacted so a direct call can be made to resolve the issue. However this is an

optional field and can be left blank. As well as the date on which the issue occurred.

What done before (if useful check what you did just before the issue)

This is a free text area where you can specify what you were doing right before the issue occurred. If you have not already

specified it in the “details” section, you can specify it here. This information will help us reproduce the issue.

Attach a file to the issue report

It’s very important to attach screenshots of the issue to the issue report. You can add attachments by clicking on the

paper clip on the right-hand side.


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Fields by issue type Besides all the general fields, there are a numerous specific fields which will be made available based on the selected issue type

which are described here.

TD application specific field: Symptoms

Here a more detailed explanation is given regarding the symptom, like for example indicating whether this is a Java

issue, or authentication problem where a user can’t logon or not able to connect to TD3 or TD3 preforming real slow.

GTS specific field: Car

Provide more vehicle information like model, model code and any other available specifications like engine,

generation, brand …etc.

GTS specific field: How connected to the car

Prove more info about what version of GTS, what type of vehicle interface module and what type of PC …etc.

The car specific field: Car

Provide more vehicle information like model, model code and any other available specifications like engine,

generation, brand …etc.

TD3 Hardware/Laptop specific field: Problem

Provide more information about the hardware you are working with, model, operating system, version, upgrades

etc.


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Submitting your request

A request can be submitted by clicking the submit button, an incident number will be assigned to your request and a

message will be shown that the ticket has been created.

Documents

Author: TME IS Service centre ServiceNow TD · Author: TME IS Service centre ServiceNow – TD – Issue report for market complaints 28/9/2015 P a g e 4 | 12 Reporting problems directly