ShijiCare v2.0 –Support Management System Version 2s... · shijicare v 2.0–support management...

Shiji User’s Guide

ShijiCare Client Edition ShijiCare v2.0 –Support Management System

Version 2.0 Jun 3, 2010

SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM

SHIJICARE CLIENT VERSION 2.0 PAGE 2 6/3/2010

Table of Contents

Overview………….…………………………………………………………...…..……………..………3 Logging in the System…………………….……………………………………..………………………4 Homepage of ShijiCare…………..………………………….……………………….……….…………5 Creating New Technical Support Cases…………………………………………….……….…………6 Case History ……………………………………………………………..………………….…………11 Detailed Information of the Users……………………….………….………….………………………14 Downloading the License ……….……………………………..………………...………….…………16



Overview

ShijiCare enables our service center to follow all the technical support recorded in the ShijiCare System effectively and to solve them in time. Meanwhile, it will supervise the service center and the technical support cases fully. Below is our service:

　 Follow up the technical support cases you suggested.

　 Print the monthly reports of the technical support cases for the users.

　 You can send your cases required technical support directly to us by the Internet.

The department manager of your group is allowed to query the information of the affiliated hotels via our system.

Once you sign the hardware maintenance contract with us, you can enquiry the maintenance logs and the product lists of the hardware products.


Logging in the System A. Start up Internet Explorer (V.7 or above is preferred).

B. Key in www.shijinet.com.cn to access Shiji’s homepage. The following screen appears:

C. Click the “ShijiCare” button (as circled in red). The following screen appears:

D. Key in your ID and password, and then click the “Login” button. The following screen concerning the users’ information appears:


http://www.shijinet.com.cn/



Shiji Homepage: Viewing Your Technical Support Cases A. The homepage will show all the technical support cases of this user ever.

B. The following picture displays the other functions for you.

SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM a. LogOut Option: to exit the system safely.

b. Case List Option: to show all the technical support cases of this user ever.

c. New Case Option: allowing you to create new technical support cases. Our engineer will look into your information as soon as you submitted the case successfully to the ShijiCare system. You will be assigned a technical support number immediately.

d. Case History Option: as the technical support cases accumulate, you can click this option to view the history cases.

e. Hotel Detail Option: allowing you to view the information of the user, including the contact information, the software version, the hardware and the system logs.

f. Change PWD Option: you are allowed to change the password using this option.

NOTE: You shuold change your original password as soon as you log in the ShijiCare System at the first time.

Creating New Technical Support Cases A. When you select the “New Case” option from the ShijiCare homepage, the following screen appears:

B. Comply with the following steps to create new technical support cases:

Step 1: Select the product type by Software and Hardware.


SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM Step 2: Click the Select button to select the product.

Double click the selected product (the product description will be updated according to the users’ existing conditions).

Step 3: Fill in the “Phone/Fax No.”, “Email”, “IP Address” and so on.


SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM Step 4: Key in your technical support description into the Brief Description field. The Key Word will be autogenerated when you select the product.

Step 5: Key in the full description in the Description field.

Step 6: Ensure that the reported problem corresponds to the “Software” or “Hardware” category. Click the “Save Case” button to submit the technical suppport case. The system will open the detaied information interface of this case automatically.




C. Editing the Testing

Any new progress about the technical support cases can be embodied in the Testing Completed to-date field. Key in the necessary description in the below text box and click the New a Comments to add it. Our engineers will be informed in the first time as you submitted the content.

D. Submitting an attachment

a. Which attachments to submit:

① Concerning the interface problems, such as throwing off, sending the wrong account and so on. Please upload the related log files of the restaurant system and the telephone charging system to the ShijiCare.

② Concerning the system errors problems. Please obtain all the error information from the screen and send them to the ShijiCare as attachments.

③ Concerning the accounts problems, such as the imbalance of the report data. Please

SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM send the reports with imbalance data to the ShijiCare.

NOTE: Each attachment is limited to 1MB. If it is greater than 1MB, please compress the file or divide the file into several pieces before uploading it.

b. How to submit an attachment:

① Through the Attachment Operation.

② Select the “Browse” button to find the attachment file in your computer and click “Upload”.

③ You can delete the uploaded file by clicking the “Delete” button.



Case History A. Enquiring the case history a. Click the “Case History” button on the main page:

b. You can enquiry the case through the time range or the Case status as shown in the following picture:




c. You can also enquiry the case through the Case ID. Key in the Case ID in the red-circled area and then click the “Search” button. See the following picture:

B. Exporting the case list

This option is only available for Case Enquiry by Date Range. You must have MS Excel installed in your PC.

Enquiry cases according to the date, and then select the appropriate button to export them.



a. Spreads Report: The exported file is the Excel Version as shown in the following picture:

b. Normal Report: The exported file is the Crystal Version, showing the overall conditions of the case, but not the specific contents of the case. The following picture is the sample report:


NOTE: Only the top 500 records from the selected history will be exported. You may save the file manually.

Detailed Information of the Users


SHIJICARE V 2.0–SUPPORT MANAGEMENT SYSTEM A. Click the Save button to save the revised information. Here are the revisable items: Phone, Fax, BackEnd, Support IP, Web Site, Post Code, City, Contact, E_Mail and Start.

B. If the user wants to add a new contact, please get in touch with Shiji Customer Service Center. We will add the related personnel information in a unified way. We’ll inform you of the user ID and the password so that the new contact can log in the ShijiCare System.

C. Click the “Product info” and the product information list will pop up.

D. Click the “Hardware info” and the equipment information list will pop up.



Downloading the License If there is a new Lisence to be downloaded, the typeface of Product License（1）will show on the top right corner of the main page.

If there is no new Lisence, the typeface of Download License will show on the top right corner of the main page.

Please comply with the following procedure to query or download the License:

A. Click the “Product License（1）” button or the “DownLoad License” button on the top right corner.



If there is a new License, License information will show on the top left corner.




The time shown in the Last Download field represents the date and the time you last downloaded the License.

B. Click the “View” button to query the specific contents of the License in the newly opened page.



C. Click the “Download” button to download the file.

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