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Dimension Software Version 10.4 Update – Dimension Remote Services and the Service Support Request Ticketing System Video

Users with instruments connected to Smart Remote Services can create Service Support Request tickets, which are sent to the local technical support provider.

Dimension Software version 10.4 update to mention remote services and the service support requests. Ticketing system video. Users with instruments connected to smart remote services can create service support request tickets which are sent to the local Technical Support provider. Please note that these features are not available on all system configurations. The dimension remote services, also known as DRS icon, displays in a variety of states to indicate whether the system is connected to the ACM or syngo LC M and when the instrument is actively remotely connected. Also, The Dirty icon indicates whether there is any unsaved data in the newly created ticket. Shown here are the DRS connectivity states from table nine of the dimension system software version 10.4 release notes. This table explains the different dress states, their colors, and whether there is any unsaved data. Note to activate the DRS, contact your local Technical Support representative. Using the dimension remote services icon to create a service support request ticket. Service support request tickets require a contact name, telephone number, an callback time. the DRS feature also support screen captures and the ability to attach system files for remote technical review to create a service support request ticket, perform the following procedure. In the QikLink area of the screen, select the Dimension remote services icon. The keyboard shortcut to open the service support request screen is Alt. Shift. B. Note this feature will only display for compatible instruments which have been configured by a Siemens service representative. On the service Support Request Screen, Select create a service support request, then select next to advance to the next screen. The system displays open service support requests to avoid duplicate tickets, check to see whether the issue you intend to report has already been submitted to update or modify a submitted ticket. Contact your local Technical Support provider. After confirming this as a new request, select next to create a new ticket in the service request drop down list, select the appropriate request type when using the touch screen, select an hold the service request dropdown list, then drag to the desired request type. When using the keyboard, use the Arrow keys to select the desired request. Type the three service request types are urgent service request. The system is not able to process service request. The system is partially operable. And information request when there is no issue, but more information is needed. If applicable, select the callback reference time. Call back reference Time is available in two hour intervals. The callback reference time defaults to the next 2 hour interval after the current time. If no specific time is selected when using the touch screen, press and hold the callback reference time dropdown list. Then drag to the desired request type. When using the keyboard press tab, then use the Arrow keys to select the desired callback reference time. The fields in the contact information area are required. Provide the first name, last name, and phone number to be contacted. Then select next to advance to the next screen. In the short description area, enter a short but unique description of the issue that will distinguish it from other open support tickets. There is a limit of 40 characters in this field. In the problem description area, enter a more detailed description of the issue or request there is a limit of 1200 characters in this field. If you would like to include system files to help in communicating the issue, select add file. Filetype options indicate whether the issue is related to LS hardware or software or assays. The filename of the attached file reflects the type chosen. Select the appropriate file type to include, then select OK. Multiple system files can be attached by selecting add file again. If you would like to include a screen capture to assist in communicating the issue, select capture. Touch the screen outside of the popup window to activate the keyboard. Navigate to the screen you want to capture. The screen capture window will not be in the capture and will close automatically. If another popup such as method select appears while navigating screens, the screen capture popup will close. You can reopen by selecting the DRS button. Select the capture button in the screen capture window. When ready, the screen capture file displays in the file list area. Multiple screen captures can be attached by selecting capture again when all information and files are attached, select submit. It can take up to five minutes for the system to process the request and issue a ticket submitted number. The screen can be minimized to continue routine use while waiting. After the ticket ID number appears, select close to exit and return to the operating screen.

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