SEP Tweak v2.1.3.38

<html>
<head>
<title> SEP Tweak v2.1.3.37 -- By Inchara Prakash</title>
<h1 align="center">SEP Tweak v2.1</h1>

<style type="text/css">
body
{

background-color:"#aabbff";
}
h1
{
color:Black;
text-align:center;
}
p
{
font-family:"Times New Roman";
font-size:20px;
}
</style>
<script>
var m = new Date();
var d1 = new Date();
var y = new Date();
var timer = null
function start(){
var time = new Date()
var hours = time.getHours()
var minutes = time.getMinutes()
minutes=((minutes < 10) ? "0" : "") + minutes
var seconds = time.getSeconds()
seconds=((seconds < 10) ? "0" : "") + seconds

var clock = hours + ":" + minutes + ":" + seconds
document.forms[0].display.value = clock
timer = setTimeout("start()",1000)
}
</script>
<!-************************************************************************
*************************
*
End of style sheets. Any further style sheets can be add
ed above here.
*
************************************************************************
*************************
//-->
<script language="javascript" type="text/javascript">
<!-//-----------------------------------------------------------------------------------//
DOCUMENTATION TEMPLATE
//
By: Inchara Prakash
//
//
*************************************************************************
*******
//
*
Released under the GNU General Public License
*
//
*
This program is free software: you can redistribute it and/or modif
y
*
//
*
it under the terms of the GNU General Public License as published b
y
*
//
*
the Free Software Foundation, either version 3 of the License, or
*
//
*
(at your option) any later version.
*
//
*
*
//
*
This program is distributed in the hope that it will be useful,
*
//
*
but WITHOUT ANY WARRANTY; without even the implied warranty of
*
//
*
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
*
//
*
GNU General Public License for more details.
*
//
*
*
//
*
You should have received a copy of the GNU General Public License
*
//
*
along with this program. If not, see <http://www.gnu.org/licenses/
>.
*
//
*************************************************************************
*******
//
//------------------------------------------------------------------------------------
//******************************************************************************
**************
//**
All global variables are disclosed here so that they need not be repeate
d. However **
//**
since the customer name might change with every case, it is prudent to h
ave 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" : "") + minutes
hours=((hours < 10) ? "0" : "") + hours
if(hours>12)
{
var hr = hours-12
var am = " pm"
}
else
{
var hr = hours
var 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
//******************************************************************************
*************
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";
else
var kbreference = externalkb+document.forms[0].KBarticle.value;
if(document.forms[0].Webex.value=="Yes")
{
document.forms[1].sepcasenote.value = '\n'+'Case Number: '+document.form
s[0].sepcaseid.value+'\n'+'Called the Customer at: '+document.forms[0].the_time.
value+'\nContact Number: '+document.forms[0].phoneno.value+'\n\n'+firstcallmsgen
d+'\n\n'+'Environment Details: '+'\n\n'+'No. of SEPM: '+document.forms[0].sepman
ager.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+' '+d
ocument.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+'\n'+'Produ
ct Version: '+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.va
lue+'\n'+'Database: '+document.forms[0].sepreport.value+' '+document.forms[0].db
sp.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'+docu
ment.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'\n\n'+webe
x2+document.forms[0].webexno.value+'\n'+webex3+'\n'+webex4+'\n'+webex5+'\n'+webe
x6+'\n'+webex8+document.forms[0].uploadfiles.value+'\n'+webex9+document.forms[0]
.downloadfiles.value+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreferen
ce+'\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
{
d+'\n\n'+'Environment Details: '+'\n\n'+'No. of SEPM: '+document.forms[0].sepman
ager.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+' '+d
ocument.forms[0].sepsp.value+' '+document.forms[0].sepplatform.value+'\n'+'Produ
ct Version: '+document.forms[0].sepversion.value+' '+document.forms[0].entsbe.va
lue+'\n'+'Database: '+document.forms[0].sepreport.value+' '+document.forms[0].db
sp.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'+docu
ment.forms[0].logfindings.value+'\n\n'+firstcallmsgend+'\n\n'+webex1+'Webex Sess
ion Not Taken'+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbreference+'\n
\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtcontact+'\n\n'+firs
tcallmsgend+'\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
//******************************************************************************
*************
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
}
else
if(document.forms[0].Webex.value=="Yes")
{
d+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble
.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.f
orms[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: '+k
breference+'\n\n'+'POA Updated in SFS: '+'\n'+'Next Customer Contact: '+nxtconta
ct+'\n\n'+firstcallmsgend+'\n\n'+'Status of the case: '+document.forms[0].status
.value+'\n\n'+firstcallmsgend+'\n\n';
}
else
{
d+'\n\n'+'Troubleshooting Steps Performed: '+'\n\n'+document.forms[0].septrouble
.value+'\n\n'+firstcallmsgend+'\n\n'+'Summary of Resolution: '+'\n\n'+document.f
orms[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+'We
bex Session Not Taken'+'\n\n'+firstcallmsgend+'\n\n'+'KB Article used: '+kbrefer
ence+'\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
//******************************************************************************
*************
//******************************************************************************
*************
//
START OF POA TEMPLATE
//******************************************************************************
*************
function add_poa()
{
var poa1 =
var poa2 =
CUSTOMER CONTACT:
var poa3 =
var poa4 =
var poa5 =
var poa6 =
"Plan Of Action:\n===============\n\nISSUE: "

"\nSTATUS: \nACTION: \n\nWHO:Symantec \nWHAT: \nWHY: \n\nNEXT
\n\n-------------------------------------------\n\n";
"DATE OF CONTACT: "
"\nTIME FRAME: "
"\nTIME ZONE: "
"\n\n-------------------------------------------\n"
document.forms[1].sepcasenote.value = poa1+document.forms[0].sepissue.va
lue+poa2+poa3+document.forms[0].nxtcontactdate.value+poa4+document.forms[0].nxtc
ontacttime.value+poa5+document.forms[0].nxtcontactzone.value+poa6;
}
//******************************************************************************
*************
//
END OF POA TEMPLATE
//******************************************************************************
*************
//******************************************************************************
*************
//
START OF CASE HANDOFF TEMPLATE
//******************************************************************************
*************
function handoff()
{
var handoff1
var handoff2
var handoff3
var handoff4
var handoff5
var handoff6
=
=
=
=
=
=
"CASE HANDOFF:\n============="
"Contact Name:As per SFS "
"Contact Number:As per SFS "
"Call Back Time: "
"TSE to TSE Info: "
"TSE to TSE Comment: "
document.forms[1].sepcasenote.value = handoff1+'\n\n'+handoff2+document.
forms[0].custname.value+'\n'+handoff3+document.forms[0].phoneno.value+'\n'+hando
ff4+document.forms[0].nxtcontactdate.value+" "+document.forms[0].nxtcontacttime.
value+" "+document.forms[0].nxtcontactzone.value+'\n'+handoff5+'\n'+handoff6+'\n
';
}
//******************************************************************************
*************
//
END OF CASE HANDOFF TEMPLATE
//******************************************************************************
*************
//******************************************************************************
*************
//
START OF CHASER 1 TEMPLATE
//******************************************************************************
*************
function Chaser1()
{
var tsename = prompt("Please type your name as you would like it to appe
ar for email communication", "Type your name here");
var Voicemail1 = "Hi ";
var Voicemail2 = "Thank you for contacting Symantec Corporation. My name
is ";
var Voicemail3 = " and I am the assigned technician for this case. I hav
e attempted to contact you today through phone (";
var Voicemail31 = ") regarding your case number: ";
var Voicemail4 = ", but was unsuccessful in reaching you.";
var Voicemail5 = "Please let me know the best time and phone number that
I can reach you to continue assisting with the issue. My working hours are betw
een ";
var timezone = prompt("Enter your working hours with the Time zone as yo
u would like it to appear", "08:00 hrs to 17:00 hrs EST");
var Voicemail6 = " if you wish to contact me.";
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 t
o your current case, and I will be notified.\nFor General Enterprise Web-based s
upport, please go to: http://www.symantec.com/techsupp/enterprise/ \nFor the lat
est virus information,please go to: http://securityresponse.symantec.com/ \nThan
k you for using Symantec software.";
document.forms[1].sepcasenote.value = Voicemail1+document.forms[0].custn
ame.value+','+'\n\n'+Voicemail2+tsename+Voicemail3+document.forms[0].phoneno.val
ue+Voicemail31+document.forms[0].sepcaseid.value+Voicemail4+'\n\n'+Voicemail5+ti
mezone+Voicemail6+'\n\n'+thanks+'\n\n'+regards+'\n'+tsename+'\n'+signature1;
}
//******************************************************************************
*************
//
END OF CHASER 1 TEMPLATE
//******************************************************************************
*************
//******************************************************************************
*************
//
//******************************************************************************
*************
function Chaser2()
{
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 re
solution.";
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 y
our needs. I understand you may be busy, but please take a moment to reply to th
is message and let me know if there is anything further I can do to exceed your
expectations. \n\nI will attempt to call you again at ";
document.forms[1].sepcasenote.value = capa2email1+document.forms[0].cust
name.value+','+'\n\n'+capa2email2+document.forms[0].phoneno.value+capa2email3+do
cument.forms[0].sepcaseid.value+capa2email4+'\n\n'+thanks+'\n\n'+regards+'\n'+ts
ename+'\n'+signature1;
}
//******************************************************************************
*************
//
//******************************************************************************
*************
//******************************************************************************
*************
//
//******************************************************************************
*************
function Chaser3()
{
var chaser1 = "Hi ";
var chaser2 = ", \n\nWe tried to contact you though phone (";
var chaser21 = ") and via email a couple of times. But unfortunately, we
were unable to reach you, at the specified number as well as through email. I t
ried to contact you again today, but was unable to reach you.\n\nPlease let us k
now 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 Bu
siness tomorrow, failing which we have to archive this case. Eventually, after a
rchiving, this will give you a 10 business day window to contact us and reactiva
te the case. However, after this 10 business day time period, the case would aut
omatically placed in a permanently closed status. Please find below a brief of t
he 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 r
ight away the following information/logs will help us expedite the solution to t
he issue.\n\nPlease do let me know if you have any further questions. \n\nIn our
endeavor to provide Excellent Service we request you to let us know how we are
doing apart from filling in the survey. For Complaints or Compliments please con
tact my manager, Satish and let him know how your case was handled. Please feel
free to copy my Manager to ensure prompt service in case of complaints. His emai
l address is Satish_Anandan@symantec.com. Alternatively you can also call your l
ocal Symantec number and request to speak to the Duty Manager.\n\n";
document.forms[1].sepcasenote.value = chaser1+document.forms[0].custname
.value+chaser2+document.forms[0].phoneno.value+chaser21+document.forms[0].sepcas
eid.value+chaser3+document.forms[0].sepissue.value+chaser4+document.forms[0].sep
trouble.value+chaser5+thanks+'\n\n'+regards+'\n'+tsename+'\n'+signature1;
}
//******************************************************************************
*************
//
//******************************************************************************
*************
//******************************************************************************
*************
//
START OF CLOSURE EMAIL TEMPLATE
//******************************************************************************
*************
function Closureemail()
{
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 li
ke to ensure we are meeting your support needs and your feedback is extremely va
luable to us in gauging our success in this area. You may be receiving a survey
from 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 we
request you to let us know how we are doing apart from filling in the survey. Fo
r Complaints or Compliments please contact my manager, Satish Anandan let him kn
ow how your case was handled. Please feel free to copy my Manager to ensure prom
pt service in case of complaints. His email address is satish_anandan@symantec.c
om. Alternatively you can also call your local Symantec number and request to sp
eak to the Duty Manager.";
var resolutionmesg5 = "ISSUE: ";
var
var
var
var
var
var
var
var
var
var
var
var
resolutionmesg7 = "ENVIRONMENT/CONDITIONS:";
resolutionmesg8 = "Max. no. of SEP: ";
resolutionmesg81 = "No. of Affected SEP: ";
resolutionmesg9 = "No. of SEPM: ";
resolutionmesg10 = "OS on SEPM: ";
resolutionmesg11 = "OS on SEP: ";
resolutionmesg12 = "Product & Version: ";
resolutionmesg13 = "Database: ";
resolutionmesg14 = "TROUBLESHOOTING STEPS: ";
resolutionmesg15 = "SOLUTION/WORKAROUND: "
resolutionmesg16 = "REFERENCE: ";
resolutionmesg17 = "Regards,";
var resolutionmesg18 = "Symantec Enterprise Support";

else
document.forms[1].sepcasenote.value = resolutionmesg1+document.forms[0].
custname.value+','+'\n\n'+resolutionmesg2+document.forms[0].sepcaseid.value+reso
lutionmesg3+'\n\n'+resolutionmesg5+document.forms[0].sepissue.value+'\n\n'+resol
utionmesg7+'\n'+resolutionmesg9+document.forms[0].sepmanager.value+"\n"+resoluti
onmesg8+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"+resolu
tionmesg11+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+docum
ent.forms[0].sepreport.value+' '+document.forms[0].dbsp.value+'\n'+'\n'+resoluti
onmesg14+'\n\n'+document.forms[0].septrouble.value+'\n\n'+resolutionmesg15+'\n\n
'+document.forms[0].resummary.value+'\n\n'+resolutionmesg16+kbreference+'\n\n'+r
esolutionmesg4+'\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: ";
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 r
equesting 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 Whic
h SEPM Installed: ";
var esc52 = "\n\nIs the OS dedicated to the SEPM: Yes/No\n\nTotal No of
SEP 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 m
ention when was it last working or if any changes were made in the network)\n\nI
s 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 th
e affected component resolve the issue? \n\nClient's LiveUpdate Path: LUA/SEPM/E
xternal 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\nReplication
schedule:\n\nIs the replication working: Yes/No \n\nIf no: Mention when was it
last working or did it stop working after a particular event occurred. \n\nIs th
e replication happening over the LAN or WAN\n\nBandwidth if over the WAN: \n\nEx
ample:- \nPrimary sites in Mumbai \n172.17.144.20 MSYMAVAP01\n172.17.144.14 MSYM
AVAP03\n\nSecondary sites in Kolkata\n172.16.144.17 KSYMAVAP01\n169.254.0.150 KS
YMAVAP02\n\nDatabase:\n172.16.144.21 SQL DB in Kolkata site \n172.16.144.19 SQL
DB 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 applica
tion is causing an issue: Collect procmon by reproducing the issue and mentioned
details on the application works and if the customer can share the copy for int
ernal testing.\n\n";
var
Mention the
var
var
esc10
Error
esc11
esc12
= "Log finding: \n============\n\nName of the Log Analyzed: \n

found in the Log: \n\n";
= "KB Articles used: ";
= "Current Status of Customer's Issue:\n======================
=============\n\n(Please provide a summary on the current situation\nExample: Cu

stomer called for Live update issue however in the course of troubleshooting Ran
Management Server to reconfigure the database and right now customer is unable
to complete the Management Server Wizard since the SQL User Name and Password is
not 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 cas
e and ensure it describes the real issue the customer is facing: YES\n\nAffected
OS on the affected machine(s) is correctly logged in SFS: YES\n\nCustomer conta
ct details / Primary Contact (name, telephone, and email) are correct in SFS: YE
S\n\nChecked collected logs are attached to the case as the Evidence: YES\n\nWeb
Ex sessions took place: YES\n\nWebEx recordings attached to the case: NO\n\nLogs
Collected: YES\n\nLogs Attached to the case: YES\n\nStatus Changed 39 To Handof
f Pending: YES\n\n";
else
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].nxtc
ontactzone.value+"\n\n"+escend+esc4+document.forms[0].sepissue.value+esc41+escen
d+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+doc
ument.forms[0].sepversion.value+' '+document.forms[0].entsbe.value+esc55+documen
t.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
sc8+document.forms[0].septrouble.value+"\n\n"+escend+esc9+escend+esc10+escend+es
c11+kbreference+'\n\n'+escend+esc12+escend+esc13+document.forms[0].sepcaseid.val
ue+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 ste
ps and preliminary log review:\n\n";
document.forms[1].sepcasenote.value = srl1+srl2+document.forms[0].sepcas
eid.value+srl3+srl4+document.forms[0].sepissue.value+srl5+document.forms[0].sepv
ersion.value+' '+document.forms[0].entsbe.value+srl6+document.forms[0].sepclient
OS.value+' '+document.forms[0].sepsp.value+srl61+document.forms[0].sepplatform.v
alue+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-Tech
Support-Security Response Liaisons");
}
//******************************************************************************
*************
//
END OF SRL TEMPLATE
//******************************************************************************
*************
//******************************************************************************
*************
//******************************************************************************
*************
//************
Function to set a cookie and then to retreive or write data
into it
**
//************
The last function will actually recover data from the cookie
to all
**
//************
fields in the forms. This will actually only store data upto
4KB 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());
}
//********************************************************
//**
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 he
re 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 l
ast
**
//**
function. getValue(document.<form_name>.<element>);
**
//******************************************************************************
******************
//-->
//******************************************************************************
******************
function change_titlecase(changecase)
{
var str = new String(changecase);
str = str.slice(0,1);
changecase= str.toUpperCase()+changecase.slice(1);
}
function change_case()
{
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: '+docume
nt.forms[0].sepmanager.value+'\n'+'Max. no. of SEP: '+document.forms[0].sepclien
t.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].sepcl
ientOS.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+' '+do
cument.forms[0].dbsp.value;
}
</script>
</head>


<BODY bgcolor= "#C8FBDD" >
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
********************************************************************************
****************
************************
FORM 1
********************************
****************
********************************************************************************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->
<form name="form1" method="post" enctype="text/plain" >
<!-********************************************************************************
**************
********************************************************************************
**************
********************************************************************************
**************
*************
CASE NO, TIME CAPTURE, CUST NAME AND PHONE NO
**************
********************************************************************************
**************
********************************************************************************
**************
********************************************************************************
**************
//-->
<table BORDER =1 CELLPADDING=5 width="1024">
<tr>
<td>
<B>Case ID:</B> <input name ="sepcaseid" maxlength=12 width=12 title="En
ter Case Number" onblur="setValue(this)">
</td>
<td>
<input type="button" value=" Capture Current Time" name="environ
ment" language="javascript" onclick="timenow();"/>
<INPUT TYPE="text" NAME="the_time" SIZE="25" title="Current Time
" readonly>
<input type="button" value=" Reset Time" name="environment" lang
uage="javascript" onclick="resettime();"/>
</td>
</tr>
</table>
<tr>
<td>
<B>Customer Name:</B> <input TYPE="text" name ="custname" title=
"Enter Customer's Name" SIZE="30" >
</td>
<td>
<B>Phone No:</B> <input TYPE="text" name ="phoneno" title="Enter
Customer's Phone No" SIZE="25" >
</td>
<td>
<B>Customer Time Zone:</B> <INPUT TYPE="text" NAME="nxtcontactzo
ne" title="Enter Customer's Timezone" SIZE="10">
</td>
</tr>
</table>
<!-********************************************************************************
**************
********************************************************************************
**************
********************************************************************************
**************
***************
Collecting Environment Details
**************
********************************************************************************
**************
********************************************************************************
**************
********************************************************************************
**************
//-->
<tr>
<td>
<B>SEP Managers:</B>
<br>
<input TYPE="text" name ="sepmanager" value="NA" SIZE="6" title=
"Enter the no of SEPMs" maxlength="4" onFocus='this.value=""' onblur="setValue(t
his)" >
<br>
<strong>Max No of SEP clients:</strong>
<input name="sepclient" value="NA" size="6" maxlength="6" title="Enter t
he max no of Clients" onFocus='this.value=""' onblur="setValue(this)">
<br>
<strong>No of affected SEP clients:</strong>
<input name="sepclientaff" value="NA" size="6" maxlength="6" title="Ente
r the no of Clients affected" onFocus='this.value=""' onblur="setValue(this)">

</td>
<td>
<strong>OS on SEP Manager:</strong>
<select name="sepmOS" onblur="setValue(this)">
<option value="NA" selected>[Select OS]</option>
<option value="Windows Server 2012">Win Server 2012</option>
<option value="Windows Server 2012 R2">Win Server 2012 R2</option>
<option value="Windows Server 2011 Small Business Server">SBS Server 201
1</option>
<option value="Windows Server 2008">Win Server 2008</option>
<option value="Windows Server 2008 R2">Win Server 2008 R2</option>
<option>----------------------------------------</option>
<option value="Windows Server 2003">Server 2003</option>
<option value="Windows Server 2003 R2">Server 2003 R2</option>
<option value="Windows Server 2003 Small Business Server">SBS 2003</opti
on>
<option>----------------------------------------</option>
<option value="Windows 2000">Windows 2000</option>
<option>----------------------------------------</option>
<option value="Windows XP Pro">Windows XP</option>
<option value="Windows 8.1">Windows 8.1</option>
<option>----------------------------------------</option>
</select>
<br>
<strong>SP:</strong>
<input name="sepmsp" size="6" maxlength="6" onblur="setValue(this)">
<br>
<strong>Platform: </strong>
<select name="sepmplatform" onBlur="setValue(this);">
<option value="" selected>NA</option>
<option value="32-bit">32-bit</option>
</select>
</td>
<td>
<strong>OS on SEP client:</strong>
<select name="sepclientOS" onblur="setValue(this)">
<option value="NA" selected>[Select OS]
<option value="Windows XP">Windows XP</option>
<option value="Windows Vista">Windows Vista</option>
<option value="Windows 8.1">Windows 8.1</option>
<option>----------------------------------------</option>
<option value="Windows Server 2011 SBS">SBS Server 2011</option>
<option>----------------------------------------</option>
<option value="Windows XP and 7">Win XP & 7</option>
<option value="Windows XP, Vista and 7">Win XP, Vista & 7</option>
<option value="Windows XP, 7 and 8">Win XP, 7 & 8</option>
<option>----------------------------------------</option>
<option value="Windows 2003 and XP">Win 2003 & XP</option>

<option value="Windows 2008 and 7">Win 2008 & 7</option>
<option value="Windows 2012 and 8">Win 2012 & 8</option>
<option value="Windows 2012, 2008, Windows 8 and 7">Win 2012, 2008, 8 &
7</option>
<option value="Windows 2008, 2003, Windows 7 and XP">Win 2008, 2003, 7 &
XP</option>
</select>
<br>
<input name="sepsp" size="6" maxlength="6" onblur="setValue(this)">
<br>
<strong>Platform: </strong>
<select name="sepplatform" onBlur="setValue(this);">
<option value="" selected>NA</option>
<option value="32 and 64 bits">Both</option>
</select>
</td>
<td>
<b>SEP Version: </b>
<select name="sepversion" onblur="setValue(this)">
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
<option
value='NA' selected>[Choose Version]</option>

value='12.1.671 '>12.1.671 (RTM)</option>
value='12.1.1000'>12.1.1000 (RU1)</option>
value='12.1.1101'>12.1.1101 (RU1 MP1)</option>
value='12.1.2015'>12.1.2015 (RU2)</option>
value='12.1.3001'>12.1.3001 (RU3)</option>
value='12.1.4013'>12.1.4013 (RU4)</option>
value='12.1.4023 (12.1 RU4a)'>12.1.4023 (RU4a)</option>
value='12.1.4100 (12.1 RU4 MP1)'>12.1.4100 (RU4 MP1)</option>
value='12.1.4104 (12.1 RU4 MP1a)'>12.1.4104 (RU4 MP1a)</option>
value='12.1.4112 (12.1 RU4 MP1b)'>12.1.4112 (RU4 MP1b)</option>
disabled>-------------</option>
value='11.0.1010'>11.0.1010 (MR1)</option>
value='11.0.2000'>11.0.2000 (MR2)</option>
value='11.0.2010'>11.0.2010 (MR2 MP1)</option>
value='11.0.3001'>11.0.3001 (MR3)</option>
value='11.0.4000'>11.0.4000 (MR4)</option>
value='11.0.4014'>11.0.4014 (MR4 MP1 A)</option>
value='11.0.5002'>11.0.5002 (RU5)</option>
value='11.0.6002'>11.0.6002 (RU6)</option>
value='11.0.6005'>11.0.6005 (RU6 A)</option>
value='11.0.7000'>11.0.7000 (RU7)</option>
value='11.0.7405 (11.0 RU7 MP4a'>11.0.7405 (RU7 MP4a)</option>
<option disabled>-------------</option>
<option value='SBE 12.0 RTM'>SBE 12.0 RTM</option>
<option value='SBE 12.0 RU1'>SBE 12.0 RU1</option>
</select>
<select name="entsbe" onblur="setValue(this)">
<option value=' ' selected>NA</option>
<option value='EE'>EE</option>
<option value='SBE'>SBE</option>
</select>
<br>
<br>
<strong>Database: </strong>
<select name="sepreport" onBlur="setValue(this);">
<option value="NA" selected> NA </option>
<option value="Embedded">Embedded</option>
<option value="SQL 2000">SQL 2000</option>
</select>
<br>
<input name="dbsp" size="6" maxlength="6" onblur="setValue(this)
">
</td>
</tr>
</table>
<!-********************************************************************************
**************
********************************************************************************
**************
********************
ISSUE REPORTED BY THE CUSTOMER ************************
**************
********************************************************************************
**************
********************************************************************************
**************
//-->
<tr>
<td>
<B>Issue Description:</B> <input name="sepissue" title="Enter the abstra
ct of the Issue" type="text" size="135" maxlength="250" onBlur="change_case();se

tValue(this);">
</td>
</tr>
</table>
<tr>
<td>
<br>
<strong>Issue Reported by the Customer: </strong>
<br>
<br>
</td>
<td>
<textarea rows="5" cols="88" name="sep_customer_report" onblur="
setValue(this)"></textarea>
</td>
</tr>
</table>
<!-********************************************************************************
****************
********************************************************************************
****************
************************
THE TROUBLESHOOTING WINDOW
****************
****************
********************************************************************************
****************
********************************************************************************
****************
//-->
<tr>
<td>
<strong>Troubleshooting Steps:</strong>
<input type="button" value=" Action/Result" name="environment" l
anguage="javascript" onclick="add_action_result();"/>
<input value="Reset All" type="reset" name="Reset">
<br>
</td>
</tr>
<tr>
<td>
<textarea rows="15" cols="119" name="septrouble" onblur="setValu
e(this)"></textarea>
</td>
</tr>
</table>
<!-********************************************************************************
****************
********************************************************************************
****************
************************
RESOLUTION SUMMARY
************************
****************
********************************************************************************
****************
********************************************************************************
****************
//-->
<tr>
<td>
<strong>Resolution Summary:</strong>
<br>
</td>
</tr>
<tr>
<td>
<textarea rows="8" cols="119" name="resummary" onblur="setValue(
this)"></textarea>
</td>
</tr>
</Table>
<!-********************************************************************************
****************
********************************************************************************
****************
*********************** Webex, KB, Case Status and Next Contact
********
****************
********************************************************************************
****************
********************************************************************************
****************
//-->

<tr>
<td>
<strong>Next Contact Date:</strong>
<INPUT TYPE="text" NAME="nxtcontactdate" title="Mention Next Cal
lback Date" value="Mention Next Callback Date" onFocus='this.value=""' SIZE="35"
>
</td>
<td>
<strong>Webex Session:</strong>
<select name="Webex" onBlur="setValue(this);">
<option value="Yes" selected> Yes </option>
<option value="No">No</option>
</select>
<strong>Webex Session No:</strong><INPUT TYPE="text" title="Ente
r Webex Session No" NAME="webexno" SIZE="15">
</td>
</tr>
<tr>
<td>
<strong>Next Contact Time Window:</strong>
<INPUT TYPE="text" NAME="nxtcontacttime" title="Time Window as p
er customer's Time Zone" value="Time Window as per customer's Time Zone" onFocus
='this.value=""' SIZE="40">
</td>
<td>
<strong>Uploaded Files: (Webex)</strong>
<INPUT TYPE="text" NAME="uploadfiles" value="NA" title="Files Up
loaded to the Customer through Webex" onFocus='this.value=""' SIZE="35">
</td>
</tr>
<tr>
<td>
<strong>KB Used:</strong>
<select name="kb" onBlur="setValue(this);">
<option value="Yes" selected> Yes </option>
<option value="No">No</option>
</select>
<INPUT TYPE="text" NAME="KBarticle" title="Enter the KB Article
Used" SIZE="12">
<strong>Case Status:</strong>
<select name="status" onBlur="setValue(this);">
<option value="NA" selected> NA </option>
<option value="Resolved">Resolved</option>
<option value="Follow-up">Follow-up</option>
<option value="Observation">Observation</option>
</select>
</td>
<td>
<strong>Downloaded Files: (Webex)</strong>
<INPUT TYPE="text" NAME="downloadfiles" value="NA" title="Files
downloaded from the Customer through Webex" onFocus='this.value=""' SIZE="35">
</td>
</tr>
</table>

<tr>
<td>
<strong>Logs Collected:</strong>
</td>
<td>
<strong>Logs Findings:</strong>
</td>
</tr>
<tr>
<td>
<textarea rows="8" cols="30" name="logcollect" onblur="setValue(
this)"></textarea>
</td>
<td>
<textarea rows="8" cols="87" name="logfindings" onblur="setValue
(this)"></textarea>
</td>
</tr>
</table>
</form>
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
********************************************************************************
****************
************************
END OF FORM 1 ********************************
****************
********************************************************************************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->
<br>
<br>
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
********************************************************************************
****************
************************
FORM 2
********************************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->
<form name="form2" method="post" enctype="text/plain" >
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
********************************************************************************
****************
************************
TEMPLATE BUTTONS
****************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->

<tr>
<td>
<strong>Choose the following Templates:</strong>
<br>
<br>
<input onclick="firstcalltemplate()" type="button" value="Day 1
Documentation">
<input onclick="lastcalltemplate()" type="button" value="Day 2 D
ocumentation">
<input onclick="voicemailtemplate()" type="button" value=" Voice
mail ">
<input onclick="add_environment_details()" type="button" value="
Environment Details">
<input onclick="add_poa();" type="button" value=" Plan Of Action
">
<input onclick="handoff()" type="button" value=" Case Handoff ">
<br>
<br>
<input
<input
<input
<input
onclick="Chaser1()" type="button" value="Chaser 1 Email">

onclick="Closureemail()" type="button" value="Closure Ema
il">
<br>
<br>
<input onclick="escalation()" type="button" value="Escalation Te
mplate">
<input onclick="srl()" type="button" value="SRL Template">
<br>
</td>
</tr>
</table>
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
***********************
TEMPLATE RESULT WINDOW
****************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->
<table border="1" cellpadding="5" width="1024" >
<tr>
<td>
<br>
<strong>Template Result Window: </strong>
<br><br><textarea rows="25" cols="119" spellcheck="true" name="s

epcasenote" onblur="setValue(this)"></textarea>
<br>
<p>
<input type = reset value="Reset Template Window" name=Reset>
<br>
</p>
</td>
</tr>
</table>
</form>
<!-////////////////////////////////////////////////////////////////////////////////
////////////////
********************************************************************************
****************
********************************************************************************
****************
************************
END OF FORM 2 ********************************
****************
********************************************************************************
****************
////////////////////////////////////////////////////////////////////////////////
////////////////
//-->
<!-++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++
++
The floating window is generated here. this code will make the w
indow static on ++
++
the page using the <div> and <layer> tag so that the box remains
fixated to the ++
++
co-ordinates in the page oblivious to the scrolling.
++
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++
//-->
<script>
if (!document.layers)
document.write('<div id="divStayTopLeft" style="position:absolut
e">')
</script>
<script type="text/javascript">
/***********************************************************************
********************
****
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('</div>')
function JSFX_FloatTopDiv()
{
//**************************************************************
**************************
//** The value of startX will position the window on the right o
r left side of the
**
//** screen. Higher the value, further on the right will the men
u 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")
{
var pY = ns ? pageYOffset : document.body.scroll

Top;
ftlObj.y += (pY + startY - ftlObj.y)/8;
}
else
{
var pY = ns ? pageYOffset + innerHeight : docume
nt.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.\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\
********************************************************************************
****************/
</script>
</body>
</html>

SEP Tweak v2.1.3.38

Transféré par

Informations du document

Description originale:

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

SEP Tweak v2.1.3.38

Transféré par

Droits d'auteur :

Formats disponibles

<!-- saved from url=(0022)http://internet.

seconds=((seconds < 10) ? "0" : "") + seconds

resummary.value+'\n\n'+firstcallmsgend+'\n\n'+'What are the Logs collected: '+'\

"Plan Of Action:\n===============\n\nISSUE: "

var resolutionmesg18 = "Symantec Enterprise Support";

var esc30 = "\n\nCustomer name: ";

= "Log finding: \n============\n\nName of the Log Analyzed: \n

=============\n\n(Please provide a summary on the current situation\nExample: Cu

var str = new String(document.forms[0].sepissue.value);

<form name="form1" method="post" enctype="text/plain" >

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

<option value="Windows 2003 and XP">Win 2003 & XP</option>

value='NA' selected>[Choose Version]</option>

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

<table BORDER =1 CELLPADDING=5 width="1024">

<table BORDER =1 CELLPADDING=5 width="1024">

<table BORDER =1 CELLPADDING=5 width="1024">

onclick="Chaser1()" type="button" value="Chaser 1 Email">

<br><br><textarea rows="25" cols="119" spellcheck="true" name="s

var pY = ns ? pageYOffset : document.body.scroll

Vous aimerez peut-être aussi