Create Support Agreement—Exercises

Basic Data Setup

Define Support Level

Purpose: The purpose of this exercise is to set up a support level to be used in support agreements.

Windows:
Support Agreement Basic Data /Support Level

  1. Create a new support level.
  2. Enter response times for each severity.

General exercise for Define Support Level

Define Support Type

Purpose: The purpose of this exercise is to define a support type to be used in support agreements.

Windows:
Support Agreement Basic Data /Support Level

  1. Create a new support type. 

General exercise for Define Support Type

Required Data

Create Customer

Purpose: The purpose of this exercise is to show you how to define a customer for whom the support agreement will be created.

Windows:
Customer

  1. Create a new customer.
  2. Enter customer communication method.

 General exercise for Create a Customer 

Define Support Organization

Purpose: The purpose of this exercise is to show you how to define a support organization to be connected to the support agreement which is going to be the support organization working for the case issues relevant to the created support agreement.

Windows:
Support Organization Basic Data /Support Organization

  1. Define a new support organization

 General exercise for Define Support Organization 

Create Support Key

Purpose: The purpose of this exercise is to show you how to enter a support key to be used when defining customer projects for a particular support agreement.

Windows:
Support Key

Note A support key can be created only after a support agreement has been created. First, create a support agreement, create a support key using that support agreement and then define customer projects and enter the support key you created.

  1. Create a new support key

 General exercise for Create Support Key 

Main Exercise

 

Purpose: The purpose of this lesson is to create a support agreement. A support agreement documents basic support obligations towards a customer. Customer contacts can be defined for each support agreement. Flash notes about the customer can be entered through the support agreement. These will be displayed when a case is created using the support agreement. One or more customer projects, sub projects, and activity combinations can be connected to the support agreement. A support agreement is valid only after it has been approved. An approved support agreement can be temporarily blocked or approval can be removed.

Windows:
Support Agreement

Enter Support Agreement

  1. Open the Support Agreement window.
  2. Create a new record (F5).
  3. Click the Customer No. field and use the List of Values to select the customer that you created.
  4. Click the Support Org ID field and use the List of Values to select the support organization that you created
  5. Enter a value in the Support Agreement Reference field.
  6. Click the Support Level field and use the List of Values to select 1 in the Support Level Id field.
  7. Save the record. (F12)

Enter Customer Contact from Customer

  1. The Customer Contacts tab is automatically selected.
  2. Select a row on the lower table right click and click Add Contact from Customer. The Contact Name dialog opens.
  3. Select the contact that you defined. Click OK.
  4. Save the record.(F12)

Enter Customer Contact from User

  1. The Customer Contacts tab is automatically selected.
  2. Select a row on the lower table, Double click, right click and click Add Contact from User. The Identity dialog opens
  3. Select your own User Id in the Identity field and click OK.
  4. Save the record. (F12).

Enter Flash Notes

  1. Click the Flash Notes tab.
  2. Select a row and double click on it to create a new record.
  3. Enter N1 in the Note ID field.
  4. Enter Extremely Important Customer in the Text field.
  5. Enter today's date in the Effective from field. Format: MM/DD/YY.
  6. Enter the date a year from now in the Expires field. Format: MM/DD/YY.
  7. Select the Flash Message check box.
  8. Save the record. (F12)

View Support Keys connected to Support Agreement

  1. Click the Used by Support Key tab.
  2. View support keys connected to the support agreement. (if support keys exist)
  3. Select a row and right click on it to view detailed information of a selected support key.

Enter Customer Project

  1. Click the Customer Projects tab.
  2. Select a row and double click on it to create a new record.
  3. Enter 123 in the Project ID field.
  4. Enter 10 in the Sub Project ID field.
  5. Enter 100 in the Activity ID field.
  6. Enter Repair Cable in the Activity Description field.
  7. Select the Default check box.
  8. Select the support key that you created in the Support Key field.

Approve Support Agreement

  1. Right click the Support Agreement window and click Approve. The Set Expire Date dialog box is opened.
  2. Enter the date a year from today in the Expire Date field. Format: MM/DD/YY
  3. Click OK.

Block Support Agreement

  1. Click the Blocked check box on the Support Agreement window.

Remove Approval of Support Agreement

  1. Right click the Support Agreement window and click Remove Approval.

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