Customer Support

Customer Support Information (CSI) records allow you to report installation details when a unit is installed/commissioned and manage information for particular serialized system units, including installation details, customer contact information and incident report history.

This topic provides instructions on common CSI-related tasks, including:

Creating a CSI Record
Updating a CSI Record

For specific information on selected fields within the CSI page, please refer to the topic specific to the area of the CSI page.

Note: The fields that appear in the interface can be configured by the system administrator. The area topics are not intended to be a comprehensive guide to all possible fields. Instead, they provide additional information on some commonly used fields in cases where the field's purpose and/or functionality may not be readily apparent. For this reason, not all areas are covered in depth.

The Customer Support Summary area displays the unit commissioning information that has been defined for the current CSI. This area is not displayed while you are creating a new customer support record.
The Customer/Location Information area allows you to view and maintain information about the customer who owns the unit and the location where it is installed.
The Warranty Information area allows you to view and maintain the initial and extended warranty information for the unit. This area is not displayed while you are creating a new customer support record.
The Incident History area displays a list of all incidents that have been created for the current serialized system and allows you to select an incident report to open. This area is not displayed while you are creating a new customer support record. When you are working with an existing customer support record, this area is displayed only if there are incidents that have been created for the current serialized system.
The Replaced Parts area displays a list of all parts replaced in the last 90 days (or other time frame, depending on the settings chosen by the system administrator), including any parts that have been marked as failed, and allows you to select an incident report to open. This area is not displayed while you are creating a new customer support record.
The Installation Details area allows you to maintain information about the specific installation of the serialized unit.
The Accessories area allows you to view/maintain information about the additional accessory parts, if any, that were installed with the unit. Depending on the settings chosen by the system administrator, this area may not appear. To associate another accessory part with the current serialized system, select a part from the drop-down list, which displays a list of the possible accessory parts that have been identified in XFRACAS. You can also click the Add icon, , to specify the description, part number and serial number for a new accessory part that was installed with the unit. Users with specific permissions can edit or delete accessory parts.

Creating a CSI Record

To create a new CSI record, choose Home > Create > Customer Support.

The CSI page will be displayed with a new CSI record that you can define. You can enter information in this interface, or choose Home > CSI > Use CSI Wizard to be guided through the steps of creating the record.

If you choose to enter information on the CSI page, note that portions of the page may be hidden. Simply click any bar that contains an up or down arrow to hide or display that portion of the page.

If you choose to use the CSI Wizard, use the navigation buttons at the bottom of the window to navigate through each step in the wizard. You can also choose Home > CSI Wizard > Use Single Form to return to the CSI page.

The items that appear in each step of the CSI Wizard are the same as those on the CSI page. In both methods, required fields are indicated with red borders. The current entity will appear at the top of the page. You can select a different one from the drop-down list to create a CSI record associated with that entity. Please note that the fields that appear on the CSI page or in the CSI Wizard may vary depending on the current entity.

Once you are done entering all required information, click Create in the CSI Wizard or choose Home > CSI > Create from the CSI page to create the CSI record.

Upon creation, a unique incident number is automatically assigned by the system. This is displayed in the top left corner of the page and in the browser title bar. The record number will include the prefix for the entity that it is associated with (e.g., E1-3).

Updating a CSI Record

Creating a Status

In addition to entering more details, you may wish to add statuses to the CSI record. Statuses allow users to add information about progress made on the CSI. To create a new status, click the Add icon, , beside the Status field in the Installation Details area. The Status utility will appear, allowing you to enter comments.

Adding an Action

Authorized users can assign actions (tasks) to help resolve the CSI and then track the progress on those actions. To create a new action, click the Add icon, , beside the Actions field in the Installation Details area. The Create Action utility will appear.

Once you have created an action, you can click the action number in the Actions field to modify it.

Actions with attachments will be shown in the list with a paperclip icon.