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SEP Tweak v2.1.3.37 -- By Inchara PrakashSEP Tweak v2.1

body{

background-color:"#aabbff";}h1{color:Black;text-align:center;}p

{font-family:"Times New Roman";font-size:20px;}

var m = new Date();var d1 = new Date();

var y = new Date();

var timer = nullfunction start(){ var time = new Date() var hours = time.getHours() var minutes = time.getMinutes() minutes=((minutes < 10) ? "0" : "") + minutes var seconds = time.getSeconds()

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seconds=((seconds < 10) ? "0" : "") + seconds var clock = hours + ":" + minutes + ":" + seconds document.forms[0].display.value = clock timer = setTimeout("start()",1000)}

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*******////-------------------------------------------------------------------------------------

//********************************************************************************************//** All global variables are disclosed here so that they need not be repeated. However **//** since the customer name might change with every case, it is prudent to have both **//** the TSE name and customer name to be gathered for every email template. **//********************************************************************************************

var externalkb = "http://www.symantec.com/docs/";

//*******************************************************************************************// CALCULATE DATE AND TIME//*******************************************************************************************

function timenow()

{

var month=new Array(12);month[0]="Jan";month[1]="Feb";month[2]="Mar";month[3]="Apr";month[4]="May";month[5]="Jun";month[6]="Jul";month[7]="Aug";month[8]="Sep";

month[9]="Oct";month[10]="Nov";month[11]="Dec";

var time = new Date()var hours = time.getHours()var minutes = time.getMinutes()minutes=((minutes < 10) ? "0" : "") + minuteshours=((hours < 10) ? "0" : "") + hours

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if(hours>12){var hr = hours-12var am = " pm"}else{var hr = hoursvar am = " am"}

var clock = hr + ":" + minutes + am

timer = setTimeout("start()",1000)

var date = d1.getDate();var month = month[m.getMonth()];

document.forms[0].the_time.value = month+'-'+date+','+' '+clock+' '+'IST';

}

//*******************************************************************************************// RESET TIME//******************************************************************************

*************

function resettime()

{

document.forms[0].the_time.value = '';

}

//*******************************************************************************************// START OF DAY 1 TEMPLATE//******************************************************************************

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*************

function firstcalltemplate(){

var webex1 = "Webex Session: "var webex2 = "Webex Session Number: "var webex3 = "Application View: Yes "var webex4 = "Application Control: No "var webex5 = "Desktop View: Yes "var webex6 = "Desktop Control: No "var webex8 = "Uploaded Files: "var webex9 = "Downloaded Files: "var firstcallmsg23 = "POA Updated in SFS: Yes"var firstcallmsg24 = "Next Customer Contact: "var firstcallmsgend = "-------------------------------------------------

-----------------"

if(document.forms[0].status.value=="Resolved"){var nxtcontact = "Closing the Case"}

else{var nxtcontact = document.forms[0].nxtcontactdate.value+' '+document.for

ms[0].nxtcontacttime.value+' '+document.forms[0].nxtcontactzone.value}

if(document.forms[0].kb.value=="No")var kbreference = "NA";

elsevar kbreference = externalkb+document.forms[0].KBarticle.value;

if(document.forms[0].Webex.value=="Yes"){

document.forms[1].sepcasenote.value = '\n'+'Case Number: '+document.forms[0].sepcaseid.value+'\n'+'Called the Customer at: '+document.forms[0].the_time.value+'\nContact Number: '+document.forms[0].phoneno.value+'\n\n'+firstcallmsgend+'\n\n'+'Environment Details: '+'\n\n'+'No. of SEPM: '+document.forms[0].sepmanager.value+'\n'+'Max. no. of SEP: '+document.forms[0].sepclient.value+'\n'+'No.of Affected SEP: '+document.forms[0].sepclientaff.value+'\nOS on SEPM: '+documen

t.forms[0].sepmOS.value+' '+document.forms[0].sepmsp.value+' '+document.forms[0].sepmplatform.value+'\n'+'OS on SEP: '+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+'\n'+'Product Version: '+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+'\n'+'Database: '+document.forms[0].sepreport.value+' '+document.forms[0].dbsp.value+'\n\n'+firstcallmsgend+'\n\n'+'Description as Per SFS: '+document.forms[0].sepissue.value+'\n\n'+firstcallmsgend+'\n\n'+'Issue Reported by Customer: '+'\n\n'+document.forms[0].sep_customer_report.value+'\n\n'+firstcallmsgend+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.forms[0].

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resummary.value+'\n\n'+firstcallmsgend+'\n\n'+'What are the Logs collected: '+'\n'+document.forms[0].logcollect.value+'\n\n'+'Log Review/findings: '+'\n\n'+document.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'\n\n'+webex2+document.forms[0].webexno.value+'\n'+webex3+'\n'+webex4+'\n'+webex5+'\n'+webex6+'\n'+webex8+document.forms[0].uploadfiles.value+'\n'+webex9+document.forms[0].downloadfiles.value+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreference+'\n\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtcontact+'\n\n'+firstcallmsgend+'\n\n'+'Status of the case: '+document.forms[0].status.value+'\n\n'+firstcallmsgend+'\n\n';

}

else{

document.forms[1].sepcasenote.value = '\n'+'Case Number: '+document.forms[0].sepcaseid.value+'\n'+'Called the Customer at: '+document.forms[0].the_time.value+'\nContact Number: '+document.forms[0].phoneno.value+'\n\n'+firstcallmsgend+'\n\n'+'Environment Details: '+'\n\n'+'No. of SEPM: '+document.forms[0].sepmanager.value+'\n'+'Max. no. of SEP: '+document.forms[0].sepclient.value+'\n'+'No.of Affected SEP: '+document.forms[0].sepclientaff.value+'\nOS on SEPM: '+document.forms[0].sepmOS.value+' '+document.forms[0].sepmsp.value+' '+document.forms[0].sepmplatform.value+'\n'+'OS on SEP: '+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+'\n'+'Produ

ct Version: '+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+'\n'+'Database: '+document.forms[0].sepreport.value+' '+document.forms[0].dbsp.value+'\n\n'+firstcallmsgend+'\n\n'+'Description as Per SFS: '+document.forms[0].sepissue.value+'\n\n'+firstcallmsgend+'\n\n'+'Issue Reported by Customer: '+'\n\n'+document.forms[0].sep_customer_report.value+'\n\n'+firstcallmsgend+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.forms[0].resummary.value+'\n\n'+firstcallmsgend+'\n\n'+'What are the Logs collected: '+'\n'+document.forms[0].logcollect.value+'\n\n'+'Log Review/findings: '+'\n\n'+document.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'Webex Session Not Taken'+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreference+'\n\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtcontact+'\n\n'+firstcallmsgend+'\n\n'+'Status of the case: '+document.forms[0].status.value+'\n\n'+

firstcallmsgend+'\n\n';

}

}

//*******************************************************************************************// END OF DAY 1 TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF DAY 2 TEMPLATE

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//*******************************************************************************************

function lastcalltemplate(){

var webex1 = "Webex Session: "var webex2 = "Webex Session Number: "var webex3 = "Application View: Yes "var webex4 = "Application Control: No "var webex5 = "Desktop View: Yes "var webex6 = "Desktop Control: No "var webex8 = "Uploaded Files: "var webex9 = "Downloaded Files: "var firstcallmsg23 = "POA Updated in SFS: Yes"var firstcallmsg24 = "Next Customer Contact: "var firstcallmsgend = "-------------------------------------------------

-----------------"

if(document.forms[0].status.value=="Resolved"){var nxtcontact = "Closing the Case"

}else{var nxtcontact = document.forms[0].nxtcontactdate.value+' '+document.for

ms[0].nxtcontacttime.value+' '+document.forms[0].nxtcontactzone.value}

if(document.forms[0].kb.value=="No")var kbreference = "NA";

elsevar kbreference = externalkb+document.forms[0].KBarticle.value;

if(document.forms[0].Webex.value=="Yes"){

document.forms[1].sepcasenote.value = '\n'+'Case Number: '+document.forms[0].sepcaseid.value+'\n'+'Called the Customer at: '+document.forms[0].the_time.value+'\nContact Number: '+document.forms[0].phoneno.value+'\n\n'+firstcallmsgend+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.forms[0].resummary.value+'\n\n'+firstcallmsgend+'\n\n'+'What are the Logs collect

ed: '+'\n'+document.forms[0].logcollect.value+'\n\n'+'Log Review/findings: '+'\n\n'+document.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'\n\n'+webex2+document.forms[0].webexno.value+'\n'+webex3+'\n'+webex4+'\n'+webex5+'\n'+webex6+'\n'+webex8+document.forms[0].uploadfiles.value+'\n'+webex9+document.forms[0].downloadfiles.value+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreference+'\n\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtcontact+'\n\n'+firstcallmsgend+'\n\n'+'Status of the case: '+document.forms[0].status.value+'\n\n'+firstcallmsgend+'\n\n';

}

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else{

document.forms[1].sepcasenote.value = '\n'+'Case Number: '+document.forms[0].sepcaseid.value+'\n'+'Called the Customer at: '+document.forms[0].the_time.value+'\nContact Number: '+document.forms[0].phoneno.value+'\n\n'+firstcallmsgend+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.forms[0].resummary.value+'\n\n'+firstcallmsgend+'\n\n'+'What are the Logs collected: '+'\n'+document.forms[0].logcollect.value+'\n\n'+'Log Review/findings: '+'\n\n'+document.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'Webex Session Not Taken'+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreference+'\n\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtcontact+'\n\n'+firstcallmsgend+'\n\n'+'Status of the case: '+document.forms[0].status.value+'\n\n'+firstcallmsgend+'\n\n';

}

}

//*******************************************************************************************// END OF DAY 2 TEMPLATE

//*******************************************************************************************

//*******************************************************************************************// START OF VOICEMAIL TEMPLATE

//*******************************************************************************************

function voicemailtemplate(){

var call = "Called customer at: "var voice1 = "Unable to reach at ";var voice2 = ". Left Voicemail.";

document.forms[1].sepcasenote.value = call+document.forms[0].the_time.va

lue+'\n\n'+voice1+document.forms[0].phoneno.value+voice2;}

//*******************************************************************************************// END OF VOICEMAIL TEMPLATE//*******************************************************************************************

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//*******************************************************************************************// START OF POA TEMPLATE//*******************************************************************************************

function add_poa(){

var poa1 = "Plan Of Action:\n===============\n\nISSUE: "var poa2 = "\nSTATUS: \nACTION: \n\nWHO:Symantec \nWHAT: \nWHY: \n\nNEXT

CUSTOMER CONTACT: \n\n-------------------------------------------\n\n";var poa3 = "DATE OF CONTACT: "var poa4 = "\nTIME FRAME: "var poa5 = "\nTIME ZONE: "var poa6 = "\n\n-------------------------------------------\n"

document.forms[1].sepcasenote.value = poa1+document.forms[0].sepissue.value+poa2+poa3+document.forms[0].nxtcontactdate.value+poa4+document.forms[0].nxtcontacttime.value+poa5+document.forms[0].nxtcontactzone.value+poa6;

}

//*******************************************************************************************// END OF POA TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF CASE HANDOFF TEMPLATE//*******************************************************************************************

function handoff(){

var handoff1 = "CASE HANDOFF:\n============="var handoff2 = "Contact Name:As per SFS "var handoff3 = "Contact Number:As per SFS "var handoff4 = "Call Back Time: "var handoff5 = "TSE to TSE Info: "var handoff6 = "TSE to TSE Comment: "

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ue+Voicemail31+document.forms[0].sepcaseid.value+Voicemail4+'\n\n'+Voicemail5+timezone+Voicemail6+'\n\n'+thanks+'\n\n'+regards+'\n'+tsename+'\n'+signature1;

}

//*******************************************************************************************// END OF CHASER 1 TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF CHASER 2 TEMPLATE//*******************************************************************************************

function Chaser2(){var tsename = prompt("Please type your name as you would like it to appe

ar for email communication", "Type your name here");

var capa2email1 = "Hi ";var capa2email2 = "I have attempted to contact you today through phone (

";var capa2email3 = ") regarding your Case: ";var capa2email4 = ", but was unsuccessful in reaching you. Since I have

been unable to contact you on the status of this issue, I cannot finalize its resolution.";

var capa2email5 = "At Symantec, our goal is to provide a quick and accur

ate solution for your issue, but I need your feedback to make sure we have met your needs. I understand you may be busy, but please take a moment to reply to this message and let me know if there is anything further I can do to exceed yourexpectations. \n\nI will attempt to call you again at ";

var thanks = "Thanks for using Symantec Support Services!";var regards = "Regards, ";var signature1 = "Symantec Technical Support \nSymantec Corporation \nh

ttp://www.symantec.com/techsupp/ \n\nYour response to this email will be added to your current case, and I will be notified.\nFor General Enterprise Web-based support, please go to: http://www.symantec.com/techsupp/enterprise/ \nFor the latest virus information,please go to: http://securityresponse.symantec.com/ \nThank you for using Symantec software.";

document.forms[1].sepcasenote.value = capa2email1+document.forms[0].custname.value+','+'\n\n'+capa2email2+document.forms[0].phoneno.value+capa2email3+document.forms[0].sepcaseid.value+capa2email4+'\n\n'+thanks+'\n\n'+regards+'\n'+tsename+'\n'+signature1;

}

//******************************************************************************

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*************// END OF CHASER 2 TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF CHASER 3 TEMPLATE//*******************************************************************************************

function Chaser3(){

var tsename = prompt("Please type your name as you would like it to appear for email communication", "Type your name here");

var chaser1 = "Hi ";

var chaser2 = ", \n\nWe tried to contact you though phone (";

var chaser21 = ") and via email a couple of times. But unfortunately, wewere unable to reach you, at the specified number as well as through email. I tried to contact you again today, but was unable to reach you.\n\nPlease let us know if you do have an alternate contact number by the close of business tomorrow, for us to work on this case.\n\nWe shall await your response until Close of Business tomorrow, failing which we have to archive this case. Eventually, after archiving, this will give you a 10 business day window to contact us and reactivate the case. However, after this 10 business day time period, the case would automatically placed in a permanently closed status. Please find below a brief of the issue for your reference.\n\nIssue Id: ";

var chaser3 = "\n\nIssue Details: ";

var chaser4 = "\n\nWork Summary: \n\n";var chaser5 = "\n\nIf you wish to reopen the issue or work in the same right away the following information/logs will help us expedite the solution to the issue.\n\nPlease do let me know if you have any further questions. \n\nIn ourendeavor to provide Excellent Service we request you to let us know how we aredoing apart from filling in the survey. For Complaints or Compliments please contact my manager, Satish and let him know how your case was handled. Please feelfree to copy my Manager to ensure prompt service in case of complaints. His email address is Satish_Anandan@symantec.com. Alternatively you can also call your local Symantec number and request to speak to the Duty Manager.\n\n";

var thanks = "Thanks for using Symantec Support Services!";var regards = "Regards, ";

var signature1 = "Symantec Technical Support \nSymantec Corporation \nhttp://www.symantec.com/techsupp/ \n\nYour response to this email will be added to your current case, and I will be notified.\nFor General Enterprise Web-based support, please go to: http://www.symantec.com/techsupp/enterprise/ \nFor the latest virus information,please go to: http://securityresponse.symantec.com/ \nThank you for using Symantec software.";

document.forms[1].sepcasenote.value = chaser1+document.forms[0].custname.value+chaser2+document.forms[0].phoneno.value+chaser21+document.forms[0].sepcas

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eid.value+chaser3+document.forms[0].sepissue.value+chaser4+document.forms[0].septrouble.value+chaser5+thanks+'\n\n'+regards+'\n'+tsename+'\n'+signature1;}

//*******************************************************************************************// END OF CHASER 3 TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF CLOSURE EMAIL TEMPLATE//*******************************************************************************************

function Closureemail()

{

var tsename = prompt("Please type your name as you would like it to appear for email communication", "Type your name here");

var resolutionmesg1 = "Hi ";var resolutionmesg2 = "It was my pleasure to work with you on resolving

the SEP issue reported in Case #";var resolutionmesg3 = ". I am providing you with a summary of the key po

ints of the case for your records. Symantec Enterprise Support Services would like to ensure we are meeting your support needs and your feedback is extremely valuable to us in gauging our success in this area. You may be receiving a surveyfrom syma0901a@ccsurvey.com relating to this case, depending on how recently you

received a Symantec survey. ";var resolutionmesg4 = "In our endeavour to provide Excellent Service werequest you to let us know how we are doing apart from filling in the survey. For Complaints or Compliments please contact my manager, Satish Anandan let him know how your case was handled. Please feel free to copy my Manager to ensure prompt service in case of complaints. His email address is satish_anandan@symantec.com. Alternatively you can also call your local Symantec number and request to speak to the Duty Manager.";

var resolutionmesg5 = "ISSUE: ";

var resolutionmesg7 = "ENVIRONMENT/CONDITIONS:";var resolutionmesg8 = "Max. no. of SEP: ";

var resolutionmesg81 = "No. of Affected SEP: ";var resolutionmesg9 = "No. of SEPM: ";var resolutionmesg10 = "OS on SEPM: ";var resolutionmesg11 = "OS on SEP: ";var resolutionmesg12 = "Product & Version: ";var resolutionmesg13 = "Database: ";var resolutionmesg14 = "TROUBLESHOOTING STEPS: ";var resolutionmesg15 = "SOLUTION/WORKAROUND: "var resolutionmesg16 = "REFERENCE: ";var resolutionmesg17 = "Regards,";

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var resolutionmesg18 = "Symantec Enterprise Support";

var thanks = "Thanks for using Symantec Support Services!";var regards = "Regards, ";var signature1 = "Symantec Technical Support \nSymantec Corporation \nh

ttp://www.symantec.com/techsupp/ \n\nYour response to this email will be added to your current case, and I will be notified.\nFor General Enterprise Web-based support, please go to: http://www.symantec.com/techsupp/enterprise/ \nFor the latest virus information,please go to: http://securityresponse.symantec.com/ \nThank you for using Symantec software.";

if(document.forms[0].kb.value=="No")var kbreference = "NA";

elsevar kbreference = externalkb+document.forms[0].KBarticle.value;

document.forms[1].sepcasenote.value = resolutionmesg1+document.forms[0].custname.value+','+'\n\n'+resolutionmesg2+document.forms[0].sepcaseid.value+resolutionmesg3+'\n\n'+resolutionmesg5+document.forms[0].sepissue.value+'\n\n'+resolutionmesg7+'\n'+resolutionmesg9+document.forms[0].sepmanager.value+"\n"+resolutionmesg8+document.forms[0].sepclient.value+'\n'+resolutionmesg81+document.forms[0].sepclientaff.value+'\n'+'OS on SEPM : '+document.forms[0].sepmOS.value+' '+doc

ument.forms[0].sepmsp.value+' '+document.forms[0].sepmplatform.value+"\n"+resolutionmesg11+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+'\n'+resolutionmesg12+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+'\n'+resolutionmesg13+document.forms[0].sepreport.value+' '+document.forms[0].dbsp.value+'\n'+'\n'+resolutionmesg14+'\n\n'+document.forms[0].septrouble.value+'\n\n'+resolutionmesg15+'\n\n'+document.forms[0].resummary.value+'\n\n'+resolutionmesg16+kbreference+'\n\n'+resolutionmesg4+'\n\n'+resolutionmesg17+'\n\n'+tsename+'\n'+signature1;

}

//*******************************************************************************************

// END OF CLOSURE EMAIL TEMPLATE//*******************************************************************************************

//*******************************************************************************************

// START OF ESCALATION TEMPLATE//*******************************************************************************************

function escalation(){

var esc1 = "CONCENTRIX TECHNICAL ESCALATION:\n================================\n\n\n";

var esc2 = "Case Information:\n=================\n\nCase Number: ";

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var esc30 = "\n\nCustomer name: ";var esc31 = "\n\nCustomer Contact Number: ";var esc32 = "\n\nCallback Time Frame: ";var esc33 = "\n\nTime Zone: ";var escend = "----------------------------------------------------------

-----------------\n\n";var escend1 = "---------------------------------------------------------

------------------\n";var esc4 = "Issue Description: \n==================\n\nDescription as Pe

r SFS: ";var esc41 = "\n\nReason for Escalation: (Mention why this case is being

escalated. Is it due to Technical Difficulties/ Based on DM Request / Customer requesting for Advance Team) \n\nIs Customer able to reproduce the Issue? \n\n";

var esc5 = "Environment Details: \n====================\n\nNo. of SEPM:";

var esc51 = "\n\nNo. of sites: \n\nNo. of SEPM each site: \n\nOS on Which SEPM Installed: ";

var esc52 = "\n\nIs the OS dedicated to the SEPM: Yes/No\n\nTotal No ofSEP clients: ";

var esc53 = "\n\nNo. of clients reporting to each site: \n\nOS on SEP: ";

var esc54 = "\n\nLive update schedule: (If this is a live update issue mention when was it last working or if any changes were made in the network)\n\nIs there a proxy used: Yes/No \n\nName of the proxy: \n\nProduct Version: ";

var esc55 = "\n\nDatabase: ";var esc56 = "\n\nHow many computers are affected: ";var esc57 = "\n\nAffected OS and Service Pack: \n\nUAC status: Enabled/D

isabled\n\nComponents Installed: \n\nClient or Server/SEPM: \n\nDid disabling the affected component resolve the issue? \n\nClient's LiveUpdate Path: LUA/SEPM/External Liveupdate Server\n\n3rd Party Applications: N/A\n\n";

var esc6 = "Database: \n=========\n\nEmbedded or SQL: ";var esc61 = "\n\nIf SQL, Mention the exact version and SP: ";var esc62 = "\n\nIs the SQL on the same machine of the SEPM: Yes/No\n\nI

s the SQL dedicated to the SEPM: Yes/No\n\n";

var esc7 = "Replication: \n============\n\nReplication configured: Yes/N

o\n\nIf Yes: Describe which site is replicating to the other site\n\nReplicationschedule:\n\nIs the replication working: Yes/No \n\nIf no: Mention when was itlast working or did it stop working after a particular event occurred. \n\nIs the replication happening over the LAN or WAN\n\nBandwidth if over the WAN: \n\nExample:- \nPrimary sites in Mumbai \n172.17.144.20 MSYMAVAP01\n172.17.144.14 MSYMAVAP03\n\nSecondary sites in Kolkata\n172.16.144.17 KSYMAVAP01\n169.254.0.150 KSYMAVAP02\n\nDatabase:\n172.16.144.21 SQL DB in Kolkata site \n172.16.144.19 SQLDB in Mumbai site. \n\n";

var esc8 = "Troubleshooting Steps Performed: \n================================\n\n";

var esc9 = "Logs Collected: \n===============\n\nIf SEPM side issue: \n1. Symhelp:\n2. Finest logs: Ensure to collect and upload the .zip separately fil

e which is generated after running the collect.cmd\n\nIf client side issue:\n1.Collect WPP logging by reproducing the issue\n2. Collect symhelp\nIf any application is causing an issue: Collect procmon by reproducing the issue and mentioneddetails on the application works and if the customer can share the copy for internal testing.\n\n";

var esc10 = "Log finding: \n============\n\nName of the Log Analyzed: \nMention the Error found in the Log: \n\n";

var esc11 = "KB Articles used: ";var esc12 = "Current Status of Customer's Issue:\n======================

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=============\n\n(Please provide a summary on the current situation\nExample: Customer called for Live update issue however in the course of troubleshooting RanManagement Server to reconfigure the database and right now customer is unableto complete the Management Server Wizard since the SQL User Name and Password isnot accepted by SEPM)\n\n";

var esc13 = "CHECK LIST:\n===========\n\nCase Number: ";var esc14 = "\n\nProduct Version Checked with customer: YES\n\nIf the cu

stomer migrated to the newer version during the troubleshooting: NO\n\nCheck case and ensure it describes the real issue the customer is facing: YES\n\nAffectedOS on the affected machine(s) is correctly logged in SFS: YES\n\nCustomer contact details / Primary Contact (name, telephone, and email) are correct in SFS: YES\n\nChecked collected logs are attached to the case as the Evidence: YES\n\nWebEx sessions took place: YES\n\nWebEx recordings attached to the case: NO\n\nLogsCollected: YES\n\nLogs Attached to the case: YES\n\nStatus Changed 39 To Handoff Pending: YES\n\n";

if(document.forms[0].kb.value=="No")var kbreference = "NA";

elsevar kbreference = externalkb+document.forms[0].KBarticle.value;

if(document.forms[0].sepreport.value=="NA"){

var emb = "NA";var sp = "NA";

}else if(document.forms[0].sepreport.value=="Embedded"){

var emb = "Embedded";

var sp = "NA";}else{

var emb = "SQL";var sp = document.forms[0].sepreport.value+' '+document.forms[0]

.dbsp.value;}

document.forms[1].sepcasenote.value = esc1+esc2+document.forms[0].sepcas

eid.value+esc30+document.forms[0].custname.value+esc31+document.forms[0].phoneno.value+esc32+document.forms[0].nxtcontacttime.value+esc33+document.forms[0].nxtcontactzone.value+"\n\n"+escend+esc4+document.forms[0].sepissue.value+esc41+escend+esc5+document.forms[0].sepmanager.value+esc51+document.forms[0].sepmOS.value+''+document.forms[0].sepmsp.value+' '+document.forms[0].sepmplatform.value+esc52+document.forms[0].sepclient.value+esc53+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+esc54+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+esc55+document.forms[0].sepreport.value+' '+document.forms[0].dbsp.value+esc56+document.forms[0].sepclientaff.value+esc57+escend+esc6+emb+esc61+sp+esc62+escend+esc7+escend+e

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sc8+document.forms[0].septrouble.value+"\n\n"+escend+esc9+escend+esc10+escend+esc11+kbreference+'\n\n'+escend+esc12+escend+esc13+document.forms[0].sepcaseid.value+esc14+escend1

}

//*******************************************************************************************// END OF ESCALATION TEMPLATE//*******************************************************************************************

//*******************************************************************************************// START OF SRL TEMPLATE//*******************************************************************************************

function srl(){

var srl1 = "SECURITY INCIDENT ESCALATION TEMPLATE:\n======================================\n\n\n";

var srl2 = "CASE DATA\n---------\n\nTSE Email Address: \n\nCase Number:"

var srl3 = "\n\nEntitlement: Basic/Essential\n\nRegion: APAC/EMEA/NAM\n\nWill this case be following the sun?: Yes/No\n\n\n\n";

var srl4 = "SEVERITY/PRIORITY\n-----------------\n\nCustomer Impact: \n\nSeverity: High/Medium/Low\n\nReason for severity: \n\n\n\n\n\nDESCRIPTION\n-----------\n\nAbstract: ";

var srl5 = "\n\nProduct: SEP\n\nSEP Version: ";

var srl6 = "\n\nIs the product functional?: Yes\n\nVirus Definition Date: \n\nAffected OS and Service Pack: ";var srl61 = "\n\n32 or 64 bit OS?: ";var srl62 = "\n\nPrimary Request: \n\nSecondary Request: \n\nAdditional

Requests: \n\nHow many computers are affected?: ";var srl7 = "\n\nHow many computers in the environment?: ";var srl8 = "\n\nThreats being detected: \n\nTracking number(s): \n\nDid

the customers submit the files to Threat Expert?: Yes/No\n\nDetection method: \n\nLocation of Logs: \n\n\n\n\n\nFrontline agent's summary of troubleshooting steps and preliminary log review:\n\n";

document.forms[1].sepcasenote.value = srl1+srl2+document.forms[0].sepcaseid.value+srl3+srl4+document.forms[0].sepissue.value+srl5+document.forms[0].sepv

ersion.value+' '+document.forms[0].entsbe.value+srl6+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+srl61+document.forms[0].sepplatform.value+srl62+document.forms[0].sepclientaff.value+srl7+document.forms[0].sepclient.value+srl8+document.forms[0].septrouble.value+'\n\n'

var srl = prompt("Send an email to the below email address","Global-TechSupport-Security Response Liaisons");

}

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//*******************************************************************************************// END OF SRL TEMPLATE//*******************************************************************************************

//*******************************************************************************************//*******************************************************************************************//************ Function to set a cookie and then to retreive or write datainto it **//************ The last function will actually recover data from the cookieto all **//************ fields in the forms. This will actually only store data upto4KB and **//************ anything more will discard the cookie without truncating any

info. **//*******************************************************************************************//*******************************************************************************************

//********************************************************//** Use this function to retrieve a cookie. **//********************************************************function getCookie(name){var cname = name + "=";

var dc = document.cookie;if (dc.length > 0) {begin = dc.indexOf(cname);

if (begin != -1) {begin += cname.length;end = dc.indexOf(";", begin);

if (end == -1) end = dc.length; return unescape(dc.substring(begin, end)); }

}return null;}

//********************************************************//** Use this function to save a cookie. **//********************************************************

function setCookie(name, value, expires){document.cookie = name + "=" + escape(value) + "; path=/" +((expires == null) ? "" : "; expires=" + expires.toGMTString());}

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//********************************************************//** Use this function to delete a cookie. **//********************************************************

function delCookie(name){document.cookie = name + "=; expires=Thu, 01-Jan-70 00:00:01 GMT" + "; path=/";}

//********************************************************//** Function to save form element's value. **//********************************************************

function setValue(element){setCookie(element.name, element.value, exp);}

var exp = new Date();exp.setTime(exp.getTime() + (1000 * 60 * 60 * 24 * 31));

//************************************************************************************************//** End of cookie retrieve function from here. You only need to copy from here to add **//** in to your script. Only make sure that you add the onBlur= getValue(this) **//** Also make sure you add the correct form and value for the forms in the last **

//** function. getValue(document..);**//************************************************************************************************//-->

//************************************************************************************************

function change_titlecase(changecase){

var str = new String(changecase);str = str.slice(0,1);changecase= str.toUpperCase()+changecase.slice(1);

}

function change_case(){

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var str = new String(document.forms[0].sepissue.value);str = str.slice(0,1);document.forms[0].sepissue.value= str.toUpperCase()+document.forms[0].se

pissue.value.slice(1);}

function add_action_result(){

var action = "\nACTION: \nRESULT: \n\n";document.forms[0].septrouble.value += action;

}

function add_environment_details(){

var environment = "Environment Details :\n=====================\n";

document.forms[1].sepcasenote.value = environment+'No. of SEPM: '+document.forms[0].sepmanager.value+'\n'+'Max. no. of SEP: '+document.forms[0].sepclient.value+'\n'+'No. of Affected SEP: '+document.forms[0].sepclientaff.value+'\nOSon SEPM: '+document.forms[0].sepmOS.value+' '+document.forms[0].sepmsp.value+' '+document.forms[0].sepmplatform.value+'\n'+'OS on SEP: '+document.forms[0].sepclientOS.value+' '+document.forms[0].sepsp.value+' '+document.forms[0].sepplatform

.value+'\n'+'Product Version: '+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+'\n'+'Database: '+document.forms[0].sepreport.value+' '+document.forms[0].dbsp.value;

}

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//////////////////////////////////////////////////////////////////////////////////////////////////-->

Case ID:

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Customer Name:

Phone No:

Customer Time Zone:

SEP Managers:

Max No of SEP clients:

No of affected SEP clients:

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r the no of Clients affected" onFocus='this.value=""' onblur="setValue(this)">

OS on SEP Manager:[Select OS]Win Server 2012Win Server 2012 R2SBS Server 201

1Win Server 2008Win Server 2008 R2----------------------------------------Server 2003Server 2003 R2SBS 2003----------------------------------------Windows 2000----------------------------------------Windows XPWindows 7

Windows 8Windows 8.1----------------------------------------
SP:
Platform: NA32-bit64-bit

OS on SEP client:[Select OS]Windows XPWindows VistaWindows 7Windows 8Windows 8.1----------------------------------------

Server 2000Server 2003Server 2008SBS Server 2011Server 2012----------------------------------------Win XP & 7Win XP, Vista & 7Win XP, 7 & 8----------------------------------------

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Win 2003 & XPWin 2008 & 7Win 2012 & 8Win 2012, 2008, 8 &

7Win 2008, 2003, 7 &

XP
SP:
Platform: NA32-bit64-bitBoth

SEP Version:

[Choose Version]12.1.671 (RTM)12.1.1000 (RU1)12.1.1101 (RU1 MP1)12.1.2015 (RU2)12.1.2100 (RU2 MP1)12.1.3001 (RU3)12.1.4013 (RU4)12.1.4023 (RU4a)12.1.4100 (RU4 MP1)12.1.4104 (RU4 MP1a)

12.1.4112 (RU4 MP1b)-------------11.0.1010 (MR1)11.0.2000 (MR2)11.0.2010 (MR2 MP1)11.0.2020 (MR2 MP2)11.0.3001 (MR3)11.0.4000 (MR4)11.0.4010 (MR4 MP1)11.0.4014 (MR4 MP1 A)11.0.4202 (MR4 MP2)11.0.5002 (RU5)11.0.6002 (RU6)

11.0.6005 (RU6 A)11.0.6100 (RU6 MP1)11.0.6200 (RU6 MP2)11.0.6300 (RU6 MP3)11.0.7000 (RU7)11.0.7101 (RU7 MP1)11.0.7200 (RU7 MP2)11.0.7300 (RU7 MP3)11.0.7400 (RU7 MP4)11.0.7405 (RU7 MP4a)

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-------------SBE 12.0 RTMSBE 12.0 RU1

NAEESBE

Database: NA EmbeddedSQL 2000SQL 2005SQL 2008SQL 2012SQL 2014

SP:

Issue Description:

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ct of the Issue" type="text" size="135" maxlength="250" onBlur="change_case();setValue(this);">

Issue Reported by the Customer:

Troubleshooting Steps:

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Resolution Summary:

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Next Contact Date:

Webex Session: Yes No

Webex Session No:

Next Contact Time Window:

Uploaded Files: (Webex)

KB Used: Yes No

Case Status: NA ResolvedFollow-upObservation

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Downloaded Files: (Webex)

Logs Collected:

Logs Findings:

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****************************************************************************************************************************************************************************************************************//////////////////////////////////////////////////////////////////////////////////////////////////-->

Choose the following Templates:

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Documentation">

Template Result Window:

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if (!document.layers)document.write('')

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/***********************************************************************

************************ Floating Menuscript - Puts up the script on the lower le

ft corner ***************************************************************************

********************/

//Enter "frombottom" or "fromtop" for fixing your position of reference.

var verticalpos="frombottom"

if(!document.layers)document.write('')

function JSFX_FloatTopDiv(){

//****************************************************************************************

//** The value of startX will position the window on the right or left side of the **

//** screen. Higher the value, further on the right will the menu appear. The **//** value of startY will determine the position of the box on t

he screen. If you **//** have a large number of menu to be filled in the script, cha

nge the value of **//** startY to accomodate the menu on screen.Do not change any v

alues thereafter. **//**************************************************************

**************************var startX = 1050,startY = 450;var ns = (navigator.appName.indexOf("Netscape") != -1);

var d = document;function ml(id){

var el=d.getElementById?d.getElementById(id):d.all?d.all[id]:d.layers[id];

if(d.layers)el.style=el;el.sP=function(x,y){this.style.left=x;this.style.top=y;}

;el.x = startX;if (verticalpos=="fromtop")el.y = startY;else{

el.y = ns ? pageYOffset + innerHeight : document.body.scrollTop + document.body.clientHeight;

el.y -= startY;}return el;

}window.stayTopLeft=function(){

if (verticalpos=="fromtop"){

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var pY = ns ? pageYOffset : document.body.scrollTop;

ftlObj.y += (pY + startY - ftlObj.y)/8;}else{

var pY = ns ? pageYOffset + innerHeight : document.body.scrollTop + document.body.clientHeight;

ftlObj.y += (pY - startY - ftlObj.y)/8;}ftlObj.sP(ftlObj.x, ftlObj.y);setTimeout("stayTopLeft()", 10);

}ftlObj = ml("divStayTopLeft");stayTopLeft();

}

JSFX_FloatTopDiv();

//++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

/***********************************************************************************************//////////////////////////////////////DO NOT EDIT BELOW THIS LINE.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\************************************************************************************************/