QRG HowToUse Tellabs eCTSv4

7/29/2019 QRG HowToUse Tellabs eCTSv4

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How to Use Tellabs eCTS (release 4.2)

2008 Tellabs. All rights reserved. Rev 2.0 07/31/09 Page 1 of 9

What is Tellabs eCTS?

The Case Tracking System (eCTS) is the tool TellabsTechnical Support teams around the globe use forcustomer relationship management, effective June 30,2008.

Tellabs customers can use eCTS to:

Create and submit support cases.

View existing open or closed cases.

Add notes and attachments to cases.

Search for cases.

Whats covered in this quick referenceguide?

How do I access Tellabs eCTS? ..................................... 1How do I view open cases? ............................................ 1How do I create a new case? .......................................... 2How do I add a new site? ................................................ 4How do I add a new system? .......................................... 4How do I add an attachment to a case? ......................... 5How do I delete an attachment from a case? ................. 6How do I add notes to a case? ........................................ 6How do I print a case? .................................................... 7How do i search for a case .8How do I export my search results? ................................ 9

Where can I get additional help?..................................... 9

How do I access Tellabs eCTS?

You can access Tellabs eCTS through your webbrowser by logging on to Tellabs Portal.

Log in to Tellabs eCTS:

1. Open your web browser and go to Tellabs Portal.

2. Log in to the portal.

3. Click the TechnicalSupport & Repairtab.

4. Click the CaseManagement link.

5. The eCTS Home page displays.

How do I view open cases?

From the Home page you can view all the open casesyou have submitted. The My Open Cases table displaysall your open cases.

By default the My Open Cases table shows cases thatyou have personally submitted. You can also view allcases submitted by anyone in your company by clickingthe Account Open Cases link.

To view the details of a case:

1. Click the case from the My Open Cases table toselect it.

2. Click the View Case link to open the case in anew window. (You cannot double-click to open acase.)

You can sort the cases in thetable by clicking any of thecolumn headers.

You can return to the default view byclicking the My Open Cases link.


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How do I create a new case?

Create a new case:

1. Optional: From the Home page, if you are relatedto multiple accounts, click on the account for

which you want to create a new case.

2. From the Home page, click the Create a Case linkto open the case form.

Account and Contact Information

3. Optional: In the Call back field, provide analternate phone number where you can bereached for this case only.

Site Information

4. Click the button to launch the searchwindow.

Searchable fields are (individual field or anycombination of):

Country

State

City

CLLI (Common Language Location Identifier)

Note:The CLLI code will be displayed in thesearch results only if a search entry is made inthat field.

5. Enter search criteria and click the button(wildcard = %).

6. Results displayed in the Sites Related to

Account table.

7. Clicking the button will clear all fields for anew search.

8. Highlight appropriate row and click

9. The site appears in the Site Information section.

System Information

10. The systems installed at the site selected appearin the table.

11. Click on the system experiencing the issue orquestion you are reporting.

12. Click the button.

13. The system description for the selected systemappears below the table.


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How do I create a new case? (continued)

Issue Information

14. In the Case Title field, enter a concise descriptionof the issue you are experiencing. The Case Titlefield is limited to 128 characters.

15. In the Customer Priority field, select the mostappropriate value based on the descriptions in thetable below.

Priority Description

Critical

Complete interruption of System Operation.

Problems causing Traffic Loss.

Malfunctions that prevent the use of some criticalfunctionality.

A Problem causing a severe impact oncustomers business. No workaround isavailable.

Major Major degradation of the system performance.

Problems causing traffic degradation.

Failure of major non-critical functionality.

Minor Non-service affecting problems.

Problems with existing workarounds. Minordegradation of the system performance.

Bugs making the system more complicated orslowing down the use of the system.

Minor inconvenience in the user interface.

Bugs of cosmetic nature.

Inquiry A question about technical details, usage orbehavior of the Tellabs System Operation.

16. Optional: In the Customer Ticket # field, enter theticket number from your companys case trackingsystem.

17. Optional: In the Pass Code field, enter the passcode required per your service agreement.

You should enter detailed information about theproblem in the Case Notes field. The Case Notesfield is unlimited in size.

18. In the Case Notes field, enter your text.

19. Click the button to save the case.

20. Click thebutton to submitthe case.

21. After saving, your notes will disappear from theCase Notes field.

22. You can view all the case notes in the Diary

History window by clicking the button.

23. All the casenotes appear inthe DiaryHistory field.

24. You can alsoadd case notesin the DiaryEditorfield.

25. When youredone, click the

button.

26. After saving, yourcase the Case IDdisplays.

27. Click the or button to closethe case window.

Why is the case number syntax different?

Tellabs migrated from two separate casemanagement systems to a single new system.

As a result, a new case number syntax was required. Ifyou cannot locate an existing case, call TellabsTechnical Support for assistance.

You cannot create a Critical case viaeCTS. You must call TellabsTechnical Support.


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How do I add a new site?

Depending on your service agreement, you may be ableto add new sites when creating a new case.

Add new site:

1. Click the button. (This button is onlyavailable when creating a new case.)

2. Complete the required fields shown in bold font.


4. The new site information will now be populated inyour case.

How do I add a new system?

When creating a new case, if the system you are lookingfor does not appear within the list of systems for the siteyouve selected, you can add a new system.

Add new system:


2. In the Product Linefield, select yoursystem from the dropdown list of values.

3. In the Group field,select the systemgroup from the dropdown list of values.

4. In the FP/Releasefield, select thesystem FP or releasefrom the drop downlist of values.

Click the arrows to scrollthrough the list of values.


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5. The System Description field populatesautomatically.

6. Optional: In the CLLI Code field, type theCommon Language Location Identifier (CLLI) forthe system.


8. The new system appears in the table.

9. Click the new system in the table.


11. The system description for the selected systemappears below the table.


29. Click the button to submit the case.


How do I add an attachment to a case?

You can include up to 20 attachments such asscreenshots, log files, or crash files to a case. Themaximum file size that you can attach to a case is 15MBper attachment.

Add an attachment to a case:

1. Open a case.

2. Scroll down the case form to the CaseAttachments table.

3. Click thebutton.

4. Click thebutton.

5. Select the file toattach.

6. Click the

button.

7. Click thebutton.

8. The file appearsin the CaseAttachmentstable.


32. Click the button to submit the case.33. Click the or button to close

the case window.

Communication to Tellabs Technical Supportshould be included in the Case Notes fieldrather than as an attachment.


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How do I view or save an attachment from acase?

You can view and save files that either someone fromyour company or Tellabs has attached to a case.

View or save an attachment:

1. Open a case.

2. Scroll down the case form to the CaseAttachments table.

3. Click either the

or

button.

4. You can either

or

theattachment.

How do I delete an attachment from a case?

Delete an attachment:

1. Open a case.

2. Scroll to theCaseAttachmentstable and selectthe file to delete.

3. Click thebutton.


35. Click the button to submit the case.


How do I add notes to a case?

You can enter detailed information about the problem orcommunicate with the Tellabs Technical Support teamusing the Case Notes field. The Case Notes field isunlimited in size.

Add notes to a case:

37. Open a case.

38. Scroll down the case form to the Case Notes field.

39. In the Case Notes field, enter your text.


41. Click thebutton to submitthe case.

42. After saving, your notes will disappear from theCase Notes field.

43. You can view all the case notes in the Diary

History window by clicking the button.

44. All the casenotes appear inthe DiaryHistory field.

45. You can alsoadd case notesin the DiaryEditorfield.

46. When youredone, click the

button.


Why dont I see my attachment?

The attachments for cases created in theprevious Tellabs case management systems

were not migrated to eCTS. Contact Tellabs TechnicalSupport to have an attachment retrieved.

Remember to save the caseany time you add case notes!


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What are Supplementary Notes?

Supplementary notes can be entered by your Tellabscase owner to provide provisional information regardingyour case. This is a read only field.

How do I print a case?

You can use your web browsers print function to get ascreen print of the case.

File > Print

Ctrl + P

Example:

Also see the How do I export my searchresults? section to learn how to export your

case to a Microsoft Word or Excel file using the

button.


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How do I search for cases?

In eCTS you can search on virtually any field on thecase form. If you have a case number, you can veryquickly look up that case in eCTS by searching on theCase ID field.

You can also include multiple search criteria such as theStatus and Site. For this example, lets search for allclosed cases at a specific site.

Search for all cases for your account:

1. Optional: From the Home page, if you are relatedto multiple accounts, click on the account forwhich you want to create a new case.

2. From the Home page click the Search for a Caselink to open the Case form in Search mode.

3. In the Status field,select Closed.

4. Click the button to view your list of sites.

5. Click a site within the list to select it.


7. The site appears in the Site Information section.

8. From the form banner, click the button.

If no cases match your search criteria, you willreceive a Warning message:

9. After the search is complete, the matching resultsdisplay in a window made up of two panes.

Results Pane

The results pane displays matching requests retrievedfrom the search.

Details Pane

The details pane displays detailed information for therequest selected in the results pane. After running asearch, the first matching request is automaticallyselected in the results pane and displayed in thedetails pane.

You can select a different case by clicking on anothercase from the results pane.

You can clear all results and launch a new search by

clicking the button.

Results Pane

Details Pane


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How do I export my search results?

You can also export your search results to a MicrosoftExcel file that you can save to your local computer.

Export search results:

1. Click the

button.



4. You can

thefile directly toyour localcomputer.

5. In the File Namefield, enter aname such asClosedCases.xls.

6. Click the

button.

7. Click thebutton.

8. The file launches in Microsoft Excel.

Where can I get additional help?

Contact Tellabs Technical Support at:http://www.tellabs.com/services/techsupport.shtml

By appending .xls to yourfile name, you can saveyour file as a MicrosoftExcel spreadsheet.

By default, search results are saved to a .repfile. You can associate the .rep file extensionto a program such as Microsoft Word or Excelto open the file in that program.

To change your Microsoft Windows file extensionassociations:

1. From yourWindows Explorerselect Tools >Folder Options.

2. Click the FileTypes tab.

3. Locate the REPfile type.

4. Click the

button.

5. Select theprogram to openthe file type.

6. Click the

button.
http://www.tellabs.com/services/techsupport.shtmlhttp://www.tellabs.com/services/techsupport.shtmlhttp://www.tellabs.com/services/techsupport.shtml

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QRG HowToUse Tellabs eCTSv4