Diagrama de clases principal

use the Supportworks-specific means of authentication and, for testing purposes at least, this is perhaps the simplest option. If you nevertheless wish to use some other method of authentication, please refer to step 9 in the section Adding a New Customer.

7. Click Save & Close.

8. Click OK to close the tree browser.

You can now close the client if you wish and start the actual testing of the SelfService application. Instructions are given in the next subsection.

Carrying Out SelfService Testing

When testing SelfService for the first time, it is probably easiest if you run your Web browser on the computer where the SelfService Web server is installed.

To access the default SelfService instance locally, enter the following URL: http://localhost/sw/selfservice/

The SelfService login page is then displayed:

Type in a valid customer ID and password (perhaps relating to the dummy customer you created previously), and click Sign In.

Note A customer can choose, by means of the checkbox here, to be remembered on their computer, in which case their name and ID would be held in a cookie for 30 days and, next time they displayed this page, they would see their name as a link on the right, as shown above. Then, all they would have to do to log in is click their name, type their password in the field that appears and click the adjacent Sign In button. (They can make their system forget their identity at any time by clicking the “x” icon in brackets.)

On a successful login, you will see the SelfService home page:

This page is designed to let customers see how many of their calls are still open, to show any issues being publicly flagged right now, and to provide an entry

point for logging new calls, viewing existing calls (including those logged for the customer by support analysts), updating existing calls and searching the KnowledgeBase. (Note that you can see a full description of an issue by clicking its summary in the SelfService Noticeboard area of the page.)

To log a new call, click the “Log New Request” link on the left, whereupon (depending on your SelfService configuration) you may first be presented with a page that forces you to search the Knowledgebase. If that is the case, just leave the edit field blank to ensure that no matches are found, click the Search button and, in the empty Knowledgebase Results tab that then comes into view, click the “log a request” link. The “proper” Log New Request page is displayed:

required tier). The edit field at the bottom will map to the problem-description field in the call record. Enter any text in this field and click Submit Request. The following confirmation appears:

(If Supportworks Messenger is running on your computer, its flag window may now pop up, informing you, as an analyst belonging to the relevant group, that a call has been logged and assigned to your group.)

The customer could now specify and submit a file to the support team, which Supportworks would automatically attach to the call just logged. This file submission would be regarded as a call update. Try it now if you wish, or you can wait till later to make a similar submission as part of an explicit update (as described below).

Make a note of the request reference (which would actually be the call reference number), and click the “My Requests” link on the left. The following page is displayed:

Notice that the call you just logged appears on the list.

To view the details of that call, double-click its entry in the list. The following page is what you will see, displayed in a separate window:

To update this call, select the “Update This Request” tab. The following page is displayed:

This page is intended for the customer to add follow-up details to a previously logged call. Enter any text in the large edit field, and (if you wish) click Browse to select a file to be attached. Click the submission link at the bottom. A brief update confirmation then appears below that.

Close the Request window. Now, if you wish to test the KnowledgeBase search facility, you must first ensure that KnowledgeBase documents do, in fact, exist. If that is the case, click the “KnowledgeBase Search” link on the left. The following page is displayed:

In the first drop-down list, select “Word search (any words can match)” as the type of KnowledgeBase search you wish to conduct. In the large edit field, type a suitable collection of significant words. With a word search, if you use words

obtain a result. In the “Look in” section, enable the Document Title option and/ or any of the other options, and click Search. You should obtain a list of results as follows:

Any call-related problem/resolution data, FAQs or external documents that matched your search criteria would be listed here. Click any result entry to view the contents of the record or document concerned. If you chose an external document, it would open in the relevant application (or Notepad). If you chose a call or FAQ record, you would be presented with a pop-up page in the following format:

Close the document window. Back on the KnowledgeBase results page, click the “logout” link at the top right to log out of SelfService. The login page is

displayed again.

Now run the Supportworks client if it is not already running. If you display the Helpdesk view, you will see that a new call entry (with Incoming, Unassigned or Unaccepted status, depending on configuration) has appeared. This corresponds to the call that you logged by means of SelfService. Your update to that call will be visible in the call diary immediately (if the call status is Unassigned or Unaccepted), or once you have logged the call as an analyst (if the call status is Incoming). It would also be visible to you, in your role as a customer, in the Diary tab on the SelfService Request page.

If you are satisfied that SelfService is working properly, you may now wish to adjust some of its operational parameters, and you will certainly want to customise the text that forms the basis of some of the pages you have been viewing. Also, you may wish to create and configure additional instances of SelfService. You can do all this by means of the Manage SelfService

Configurations function in the client. The facilities available in this function are documented in the ESP Administrator Guide.