How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown:...
Transcript of How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown:...
![Page 1: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/1.jpg)
© 2011 ANSYS, Inc. August 24, 20111
How to enter a Support Requeston the Customer Portal
![Page 2: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/2.jpg)
© 2011 ANSYS, Inc. August 24, 20112
• www.ansys.com/customer
Access to Customer Portal
![Page 3: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/3.jpg)
© 2011 ANSYS, Inc. August 24, 20113
• Enter your Email Address and Password
• If you are experiencing difficulties click on here
• If you do not have a login and password click here
Login
![Page 4: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/4.jpg)
© 2011 ANSYS, Inc. August 24, 20114
When you click on here
![Page 5: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/5.jpg)
© 2011 ANSYS, Inc. August 24, 20115
• In order to create a
Support Request click on
Submit Support Request Online
and on Submit/Update technical
support request
Customer Portal Home Page
![Page 6: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/6.jpg)
© 2011 ANSYS, Inc. August 24, 20116
• To create a new Support Request click on New
Support Portal
![Page 7: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/7.jpg)
© 2011 ANSYS, Inc. August 24, 20117
• Complete all required fields (marked by *) and click on Submit
New Service Request
![Page 8: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/8.jpg)
© 2011 ANSYS, Inc. August 24, 20118
• You will receive an email when the SR has been created
New Service Request
![Page 9: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/9.jpg)
© 2011 ANSYS, Inc. August 24, 20119
• You can view the details of a Service Request by clicking on the SR number (in blue)
Service Request details
![Page 10: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/10.jpg)
© 2011 ANSYS, Inc. August 24, 201110
• All SR information is shown:
SR Status
Support Engineer
Files attached
All SR updates (user’s and Support engineer’s comments)
Click here to attach a file to the SR
Click here to update the SR
Service Request details
![Page 11: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/11.jpg)
© 2011 ANSYS, Inc. August 24, 201111
1) Select the file in Attachment Name
2) Add any comment to the file in Comments
3) Submit
Adding a file to the SRSR
Please do not attach files larger than 20MB. Please add a note in the Details field of a SR Update (see next slide) requesting information about how to send a large file.
![Page 12: How to enter a Support Request on the Customer Portal Spain... · • All SR information is shown: SR Status Support Engineer Files attached All SR updates (user’sand Support engineer’scomments)](https://reader033.fdocuments.us/reader033/viewer/2022050501/5f936a505ef24d20ff261b53/html5/thumbnails/12.jpg)
© 2011 ANSYS, Inc. August 24, 201112
1) Enter the Description
2) Enter the Details
3) Submit
Updating the SR
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© 2011 ANSYS, Inc. August 24, 201113
SR update notification
Received by the Customer
Received by the Support Team
• For every modification to the SR an email is sent to the customer and to the support engineer