16.6. Making Inquiry to Support Center¶
16.6.1. Making Inquiry to Support Center¶
Follow the procedure below to make inquiry to the support center.
* Note that ticket cannot be issued for the portal user who does not belong to “Automatic Group - Full Permissions” so that the user needs to be added in advance.
1. Put the cursor at [1] on the Manage Enterprise Cloud screen and then click [2].
2. The screen for creating ticket for the service appears. Select the category [a] and then click [3].
* Description of category
| Item | Description | Example | Remarks |
| Normal request | Select this option when contents cannot be determined. | - | - |
Incident
(Degradation of service)
|
Select this option when there is a problem in service quality. | Network connection is slow, etc. | - |
Incident
(Service unavailable)
|
Select this option when the service cannot be used. | Service cannot be used, etc. | - |
Request for change
(Service change)
|
Select this option when requesting the change of setting. | Setting changes that cannot be executed on the customer portal(changing the option settings,etc.) | Please contact sales representative if monthly fee changes. |
| Inquiry | Select this option when making inquiry regarding service. | Checking service specifications, etc. | - |
Service request
(Service change)
|
Not currently used. | Making a new or additional contract. | Please contact your sales representative. |
Service request
(Degradation of service)
|
This option is not currently available. | - | - |
Service request
(Service unavailable)
|
This option is not currently available. | - | - |
3. Input details of inquiries and then click [4].
* Input rules applied on the Create Ticket screen.
| Input field | Input contents | Mandatory/ Optional | |
| a | Text box | This item can be used for inputting overview of inquiry. | Mandatory |
| b | Text box | This item can be used for inputting details of inquiry.
|
Mandatory |
| c | Pulldown menu | “Low” needs to be selected by default. (“Emergent” is not used for this service.) | Mandatory |
| d | Button | Attachment file is not currently available. Do not attach any file. | Optional |
| e | Button | This item can be used for selecting and adding Enterprise Cloud Service. | Mandatory |
| f | Button | This item can be used for selecting and adding the user name relevant to inquiry. | Mandatory |
4. Check the inquiry at the list of service desk [5].
