Entranet Support
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Entranet Cloud Suite
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 US
  • Platform
  • Framework

Application Support Point

Entranet Support
Entranet Support
System
Created Date
01 Şubat 2013
Current Version
2.3.24
Last Update
19 Kasım 2024

Let us know about the problems you encounter with support records and improvement requests.

  • Version History
  • Application Features
  • User Manual
  • FAQ
  • Community

Support Ticket Management

Add New Support Ticket

You can create your support requests, add records by specifying the category and urgency level.

View Support Ticket

You can review the current status and contents of your support tickets in detail.

Closed Support Tickets

You can view your completed support records on this screen.

Adding and Viewing Forum Messages

You can add forum messages related to the support ticket and view existing messages.

Adding and Viewing Documents

You can add documents to your support records and access them through the system.

Email Archive

You can store your email history regarding your support tickets and view them whenever needed.

Activity Tracking and Statistics

Activity Report

You can track all transactions related to the support ticket with date, duration and explanations.

Activity Duration and Recording Duration

You can compare the total time allocated to your support cases with the time spent on each activity.

Daily, Weekly, Monthly and Yearly Record Analysis

You can view your opened and closed support tickets according to certain time intervals.

Listing Settings and Filtering

Listing Settings

You can choose how you list your support tickets based on your personal preferences (Daily, Weekly, Monthly, etc.).

Number of Records Per Page

You can select the number of records to display in the support record list (25, 50, 100, 250, 500).

Column Selection

You can customize the columns you want to display in the support case list according to your preference.

Date Range Filtering

You can list support tickets within a specific date range.

Priority and Urgency Based Sorting

You can sort support tickets based on their priority or urgency level.

Groups and Categories

You can quickly access the records you need by filtering your support tickets according to specific groups or categories.

General Configuration and Settings

Set App Color

Users can customize the color of the app.

User Interface
Personal Settings and Filtering
Add Support Ticket
Editing A Support Ticket
Settings

Home Page of Entranet Support Application

This is the screen where the Entranet support record is displayed.

Open Support Tickets Page

Open Support Tickets are categorized into the following stages: All Open Tickets, Pending, Analysis, R&D Evaluation, Assignment, R&D Planning, Publication, Testing, Customer Feedback, and Priority Ranking.

The stages listed on the left allow you to easily track the registration process.

All Open Registrations

On the All Open Tickets screen, the following information is displayed in a table: Record Number, Support Record Information, Stage, Request, Termination, and Remaining Days.

Pending

On the Pending screen, the following information is displayed in a table: Record Number, Support Record Information, Stage, Request, Termination, and Remaining Days.

The same screen design is used for other stage definitions.

Priority Order

On the Priority Order screen, the following information is displayed in a table: Record Number, Support Record Information, Stage, Request, Termination, and Remaining Days.

You can edit the priority of records for which you want to assign processing priority from this screen.

 

Closed Support Tickets Page

This screen displays closed support cases.

Closed Support Tickets indicate that the ticket transaction has been completed.

On the Closed Support Records screen, the following information is listed in a table: Record Number, Support Record Information, Request, Termination, and Remaining Days.

All Support Tickets Page

This screen displays all support records.

On the All Support Records screen, the following information is listed in a table: Record Number, Support Record Information, Request, Termination, and Remaining Days.

Support Tickets Activity Report

This screen displays active reports.

On the Activity Report screen, the following information is listed in a table: Transaction, Record Number, Support Record Title, Activity Description, Activity Date, Activity Duration (min), and Time Allocated to Support Record (min). Transactions can be filtered as Open or Closed.

Support Ticket Statistics

This screen displays statistics.

On the Statistics screen, the number of Open Support Records and Closed Support Records are shown for daily, weekly, monthly, and annual time periods.

Configuring Personal Settings

 Kişisel Ayarlar, kullanıcının bir uygulama üzerindeki deneyimini özelleştirmesine olanak tanır. Kullanıcının kendi tercihlerine göre çeşitli ayarları yapılandırabilmesini sağlar. 


Entranet Destek uygulamasını özelleştirmek için Listeleme Ayarları ve Sütunlar ayarları yapılır. 

Listeleme Ayarları

Varsayılan Takvim Filtresi; Günlük, Haftalık, Aylık, Senelik veya Tümü olarak seçilir. Destek Kayıt listesinin seçilen takvim filtresine göre listelenmesini sağlar.
Sayfalamada Kayıt Sayısı; 25, 50, 100, 250 veya 500 olarak seçilir. Destek kayıt liste sayfasında gösterilecek kayıt sayısının seçimi yapılır.
Varsayılan Tarih Filtresi; Kayıt Tarihi veya Güncelleme Tarihi / İlk Önce Eski veya İlk Önce Yeni olarak seçilir. Destek Kayıt listesinin seçilen tarih filtresine göre listelenmesini sağlar.

Sütunlar  

Destek Kayıt sayfasında gösterilecek tablo başlıklarının seçimi yapılır.
Kayıt No
Destek Kayıt Bilgisi
Talep
Sonlanma / Durum
Kalan Gün
Tümünü Seç 

Yukarıda listelenen sütun maddeleri tercihe göre seçilerek kaydedilir.  

Filtering

 Filtreleme, uygulamada belirli kriterlere göre verileri listelemek için kullanılır. Kullanıcıya yalnızca ilgili veya uygun verileri sunmaya yardımcı olur.  

Filtreleme sayfasında Tarih Aralığı, Aciliyeti, Gruplar, Metada Alanları; Faz, Kategori, Uygulama alanları seçilir.  Sıralama; Öncelik, Kayıt Tarihi, Destek Kayıt Başlığı, Aciliyeti  veya Kalan Gün seçilerek sıralama yapılır. 

Add New Support Ticket

This is the screen where the support record is defined.

To add a support record, enter the Category, Support Record Title, Urgency, and Support Record Text information. After all operations are completed, click the Save button to save.

Support Ticket Summary Page

This screen displays Support Record Summary information.

The Summary screen includes the following details: Support Record Number, Support Record Title, Category, Urgency, Request Date, Remaining Days, Registered By, Record Date, Detailed Information, and Support Record History.

Activity Viewing

This screen displays activities.

It shows the time allocated for the work and identifies who performed the work.

Adding and Viewing Forum Messages

This screen displays forums. All correspondence records related to the record are listed.

To add a forum, click the Add New button. Enter the text for the forum and click the Send button to submit it or the Cancel button to cancel.

Adding and Viewing Documents

 

This screen displays documents. Documents can be added through this menu to support the text transmitted in the record.

 

The document is added by pressing the Add New button. The file is selected to add the document. A description is added. The document is sent by pressing the Send button or canceled by pressing the Cancel button.

Email Archive

Tarafınıza gönderilen maillerin listelendiği ve arşivinin görüntülendiği sayfadır.

Configuring General Settings

Settings are customized by selecting the settings to be used according to the company's preference from the General Settings menu.

The color of the application is saved by selecting the preferred color.

View Authorized Users

On the Authorized Users screen, users are given the required authorizations and saved.

Support Ticket Management
  • How can I create a support ticket?

    Click on the "Create a New Support Record" button within the application. After entering the category, title and other basic information on the "Add Support Record" screen that opens, your support record is created.

  • How can I change the stage of my support case?

    You cannot change the stage of your support ticket yourself. Our support team will change the stage based on the progress of your ticket.

  • How can I access closed support cases?

    You can access closed support cases from the "Closed Support Cases" screen. On this screen, you can list all support cases opened and completed in the past and review their details.

  • How can I view past activity of my support ticket?

    The relevant support record is selected. On the "Support Record Editing" screen that opens, you can follow the activities from the "Activity Report" field. Here, you can access details such as transaction type, date, and time spent.

App Settings and Customization
  • How can I change the color of the app?

    You can choose your preferred color by going to the "Set App Color" section in Settings >> General Settings or enter the color code manually.

Questions

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