ThisisUnisyssticketingsystem,theServiceConsole.

Youcanlogintotheirsystemtofind
extrainformationaboutyourcall.

Informationsuchas:alternativecontacts,emailaddresses,diagnosticinformation,specialsite
instructionsanddepotinformationcanbefoundbyfollowingthestepsbelow!

ServiceConsole
https://portal.unisys.com/portal/page/portal/ESERVICE_PGR/global/ESERVICE_LOGIN/ESERVICE_HOME/VIEW_I
NCIDENT

Login:
smartech@smartechcsi.com
Password:
Smartech1

**Pleasenotethattheselogincredentialsareageneralloginforallofourtechnicianstouse.If
youseesomeoneelsesnameorIDdontbealarmed.

Findingtheextrainformationyouarelookingfor:
1. Under"SpecificIncidents",enterthecallnumberinthefirstbox,intheleftcorner.
2. UnderDetailViewselecttheoptionShort
3. Pressenter

4. Whenthenewpageloads,makesuretocheckmarkalltheboxesnexttoSelect
sectionstodisplay(refertopicturebelow)

5. Scrolldowntoviewnotes(orcntrl+Ftobringupthefindbar)andsearchforthe
informationyourelookingfor!

Majorityofinformationyoullneedtocompletethe
repairsuccessfullyarewithinthefirst10linesofthe
notes!

Belowareafewexamplesofnotes(copiedandpasted)withhowtodecipher
whattheymeanforNBDcalls.

Category:Note

Seq#:1|Date/TimeUpdated:16/02/25@16:45(EST)
SLA: Response ONSITE NBD Penalties: NONE Reschedule Impact: SLA = SBD from latest
scheduleddate/timeCoverageHrs:MonFri08002200ThrshldCutoffTime:18:00SLA:2BDStarts
nextPPM:N
The first notealways has the SLA(service level agreement)responsetime.Thisiswhenthecallis
dueby. On this particular call, the SLAsays ONSITENBD, thatmeansthetechnicianMUSTbe
ONSITEbytheNBD(nextbusinessday)fromwhenthepartsarrived.

Category:Note

Seq#:6|Date/TimeUpdated:16/02/25@16:45(EST)
GeneralEmail:mark@blank.com
DellMsg::GEN:CT:4LowOS:Windows7x64SEV:
3MediumRPTDellMsg::1DellMsg:
Part:MOTHERBOARD,HEATSINK
DellMsg:
Replace:PartsAsNecessary
DellMsg:
SECONDARYPHONENUMBER:8503639522

Thisisnote#6.Inthisnoteyoucanseethattheyveprovidedanemailaddress,alternatecontact
number,aswellaswhatpartstheyvedispatchedandwhatpartsyouneedtoreplace.
Replacepartsasnecessarymeansthatifyoureplaceoneparttheysentoutanditfixestheissue,
theresnoneedtocontinuereplacingallthepartsshippedtoyou.

Category:Note

Seq#:7|Date/TimeUpdated:16/02/25@16:45(EST)
DellMsg:
dpportbroken
DellMsg:
OSTDispatch

Sending:moboanddpporttovgaadap
Dell
Msg:
terISS:dpporttovgaadapterbroketheinsideo
DellMsg:
ftheminidpport.theysaidthat
theinsidesof
DellMsg:
theportarestuckinsideofthedpcable.DPcabl
DellMsg:
eadapterwas
boughtwithmachine.

TS:Notrouble

Category:NoteSeq#:8|Date/TimeUpdated:16/02/25@16:45(EST)
DellMsg:
shooting.brokenpart.customerdeclinedepsa
ALT(DellMsg:Y/N):yDellMsg:
WARRANTY_EXPIRATION_DATE:20180901DellMsg:TRAINING_URL:http://bit.ly/1y82ajhDell
Msg:REPAIR_EFFORT:MediumDellMsg:DIAGNOSTIC_INFORMATION:WarrantyDispatch,Input
Device/Webcam
Thenotesabove(7&8)areacontinuationoftheproblemdescribed.Whentheyenterthenotes
theyhavexamountofcharacterstoinputbeforetheyhavetoenterthem.Ivehighlightedthe
sentencethroughoutthebrokenpiecesthatshowsyouhowtodecipherthesetypesofnotes.

Belowareexamples(copiedandpasted)withhowtodeciphernotesforanyhigh
priorityaccount:

Category:NoteSeq#:1|Date/TimeUpdated:16/03/08@13:30(PST)
SLA:ResponseONSITE04HR
TargetOutPPM:Penalties:NONERescheduleImpact:NoEffect
CoverageHrs:MonFri00002400Sat00002400Sun00002400Holiday00002400Holidays
observed:DELLHOLIDAYS
TheSLAresponseisalwaysinnote1.OnthiscalltheSLAsaysthatatechnicianshouldbeON
SITEwithin4hoursofthecallonceitsopened.

Category:NoteSeq#:6|Date/TimeUpdated:16/03/10@11:09(EST)
@@
FORSERVER,STORAGE,CUSTOMERCONTACTORPARTSISSUESCALLDellORCat
8008228127.ALLOTHERSCALL8007378626..PROMPT#1.
CALLDELLANDNOTECALLIF
CUSTOMERKEEPSPARTS.IFRETURNINGPARTSTODELLUSEW1FIELDTOREPORT
AIRBILLNUMBER.
ValidPokeorClosecodes:A1(madeSLA)orC31(reschedule).Allothercodes
mustbeapprovedbyCSM,SDC,orDellPMO(MarkLewisorChrisPugh)beforeuse.
Thenoteabove(#6)haswhoyoushouldcontactshouldyouhaveissues.
ThenotealsostateswhatPokeCodeyoushouldclosethecallwithunderthecircumstances.
Forhighprioritycalls,youcannotpokeacallC30(cannotreachcustomer)unlessyouget
permissionfromthePMOfirst!!!IfyouclosecallswithincorrectPokeCodes,theycomeupasifwe
missedthem.

Category:Note

Seq#:7|Date/TimeUpdated:16/03/10@11:09(EST)

@@
POKE"ONS"UPONARRIVALATSITECALLCRC@8003280440NUMBERPROMPT1
(FEDERALACCNT)OR2(ALLOTHERACCNTS),THENSILENTPROMPTS9,3355(DELL)TO
HAVEAGENTPOKEYOUONSITEORYOUCANPOKEYOURSELFONSITEVIAPDA.W
hen
returningpartswritecustomerreferencenumberonoutsideofboxtoinsurecreditforthereturn.
Thisnote(#7)displaysinstructionsforwhenyouarriveonsite.YOUMUSTPOKEYOURSELF
ONSITE.IfyoudontuseMFFA,youhaveinstructionstocallintothenumberprovided.