Molex Premise Networks
Customer Support Portal
Preface
Version 3 of the HelpDesk Ticket is a context sensitive ticket which is intuitively presented to the
End User or Business Partner to take them through various sections of required information
depending on the complexity of their issue and the information choices they make during creation.
Once SAVED, the ticket Status will be Draft Ticket, at this stage the creator will be reminded both
on-screen and via Email that they may have to add / or upload accompanying files, and change the
Status of the ticket to Validate Ticket in order to push it to MPN’s Customer Support team.
Customer Support will either Request Clarification, escalate to Investigation Level 1, issue a
Resolution, or escalate to Manager Approval.
Customer Support will be responsible to ensure prompt action by all parties during the life of the
ticket.
During Investigation, a wider group of contributors may be invited to participate, this is actioned by
Customer Support selecting these contributors within the ticket.
Investigation Team members contribute by adding comments in the MPN Investigation “Hidden
Content” field. These comments are ONLY visible internally.
Communications to the ticket creator are done by adding a Clarification / Note via the Clarification
/ Notes Tab,
followed by changing the Status of the ticket to Request Clarification.
When the investigation concludes, a draft resolution status will be posted in the Helpdesk
Resolution section in the MPN Findings field. This draft statement can be edited by the
Investigation Team before it is finally pushed to Status Manager Approval.
The Customer Support Manager will finalise the resolution statement and change the Status of the
ticket to Resolution Posted making it visible to the Business Partner / End User.
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Molex Premise Networks
Customer Support Portal
How to contribute to a HelpDesk Ticket as an Investigation Team member,
CSP Helpdesk Ticket has been submitted, Login to the Molex Customer Support Portal, from the
Home Page:-
Click
Ensure you have opted to
then
Click the relevant ticket number from the list of tickets.
the ticket so you receive notifications about all updates.
Review all the information provided, and if necessary request a Clarification to the Business Partner
by clicking on the
Clarifications or Notes, which are added to the
Status to Request Clarification.
tab, and then change the
To answer a Clarification, Add you reply on this tab by clicking the
once added, Change the Status back to its previous State.
button and then
Files can be uploaded into the ticket by using the functions on the Files tab.
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[email protected]
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Molex Premise Networks
Customer Support Portal
Internal Notes are added to the MPN Investigation field which is always hidden from the Business
Partner. Notes added to this field must be prefixed by you name, and entered with the most
recent comments at the top.
Notes are added by using the EDIT feature (button at the bottom of the form).
Notifications will be sent after each edit.
The best way to track the last edit is via the History Tab
As the investigation progresses and comments are added and information reviewed, we will reach a
point where a resolution becoms possible. This proposed resolution will be drafted by Customer
Support in the Helpdesk Resolution section once the ticket status has been changed to Draft
Proposed Resolution.
The draft resolution can be edited by all members of the Investiation Team whilst at Draft Proposed
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Molex Premise Networks
Customer Support Portal
Resolution status, and it is not visible to the Business Partner.
When finalised, Customer Support will push the ticket to Manager Approve, who can edit the final
Helpdesk Resolution.
The Customer Support Manager will transition the ticket status to Resolution Posted in order to push
the ticket and visibility of the Resolution field to the Business Partner.
The Business Partner will either Accept or Reject the proposal which will trigger a notification to the
Customer Support Manager.
© 2011 Molex All Rights Reserved
[email protected]
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