GCRMS Customer Manual V1.4 PDF

Huawei GCRMS User Manual
User Manual
GCRMS Web access for the Customer
Huawei Technologies Co., Ltd.
Copyrights reserved
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Table of Contents
1 System introduction ..........................................................................................................3
1.1 Introduction...........................................................................................................3
1.2 Important Basics....................................................................................................3
2 Logging into the GCRMS .................................................................................................4
3 GCRMS Overview............................................................................................................7
3.1 System function area .............................................................................................7
3.2 Some Useful Function Introduction ......................................................................8
3.3 Close the web access.............................................................................................8
4 Creating a New Request....................................................................................................9
4.1 New request...........................................................................................................9
4.2 Submit request.....................................................................................................10
5 Track the Requests ..........................................................................................................12
5.1 The status of the request......................................................................................12
5.2 The SLA Management of the request .................................................................12
5.3 The Contact Log of the request ...........................................................................13
5.4 Fast locate a Request...........................................................................................14
5.5 Locate the Requests by Search Filter ..................................................................14
5.6 Mail Notification.................................................................................................15
6 Feedback the Advice to Huawei .....................................................................................16
7 Edit Personal Information ...............................................................................................18
8 Search Existing Cases .....................................................................................................19
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1 System introduction
1.1 Introduction
The full name of GCRMS is Global Customer Request Management System. It is a
platform for Huawei to manage the customers requests. Now we developed the Web
access for the customers to escalate the tickets to Huawei TAC through the web site of
GCRMS directly. This user manual explains how to use the GCRMS web access.
1.2 Important Basics
The web access can work well with IE6.0 or upper version. You may face
problem if using non-IE6.0 browser.
Please do not use the back and forward buttons that your browser offers; this
leads to confusion in the internal window management which in the worst case
may lead to logoff (i.e. you would need to login again).
The critical problem should be feedback to Huawei through telephone.
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2 Logging into the GCRMS
Before you can use this web access, you need to be registered with GCRMS
application. You can apply this function from the Regional office Technical Support
Manager of Huawei.
After you registered, you can visit the following address:
http://support.huawei.com
This site presents you the home page screen, where you can log in the site from log
in link as shown below, and you can select a location and language:
You can enter your user name and password for the site in the presented log in
screen shown as below:
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Once you are logged into the support web site, you can find Submit Requests
Online link when you enter My Profile field.
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Once you click Submit Requests Online link to open the GCRMS web access you are
presented with the following screen from which you can search for requests or create new
requests.
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3 GCRMS Overview
3.1 System function area
The man-machine interactive interface of this system is based on IE window, the
content is shown as the HTML format, and the following figure is the main window of the
system, including three areas: title area, function area, and content area as shown below.
Title area: Display the system mark and current logon username, logon time and
interface handoff button in English or Chinese;
Function area: This area displays functions displayed by the system, namely what
kind of things can be dealt with, including the following functions:
Request fast location: Input request NO. to direct search the request, which is
the fastest search mode;
Close: Close the GCRMS web access;
New Request: Create a new request;
My Request: List all my requests;
My Profile: Set the current users basic information, such as users full name,
phone and email address;
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Help: Pop up help documents of this system;
Search Case: Pop up the case search window;
Content area: Detail content operational area.
3.2 Some Useful Function Introduction
Labels with asterisk () (such as Summary): Denote this field is mandatory, no
empty is permitted;
Labels in blue (such as Category): Denote clicking this option to pop up a window for
search the selectable option;
: Click to pop up a calendar search window, this button is normally behind of input
date column;
: clear the content displaying in the left entry box;
: click this button to pop up a window for input or displaying the large text;
: click this button to pop up a window for searching options, normally searching
non-date column uses this label.
3.3 Close the web access
Directly clicking IE window to exit the system is avoided, but clicking button
Close on the function area is recommended which is shown as figure below:
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4 Creating a New Request
When submitting a new request in GCRMS, the customer is presented with a set of
web screens with data fields that should be completed. The following sections describe
these screens.
4.1 New request
You can create a new request according to the following steps:
Click New Request in the function area, the request input page displays in the
content area, shown as figure below:
Category: The type of the request which will be decided by the customer and
Huawei together. The default category of Huawei including: Problem
Report/Technical Enquiry/Engineering Report/Non-Technical
Enquiry/Assistance Request/Service Complaint.
Priority: The priority of the request which will be decided by the customer
and Huawei together. If select the category as Problem Report or Engineering
Problem, the priority can select Major or Minor. For critcal priority need
contact Huawei through Phone.
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Urgency: The urgency of the request which will be decided by the customer.
The option including Hign/Middle/Low three level.
Occur Date/Time: The problem occurrence date, no directly input is
permitted, it is necessary to click to pop up calendar window for selection;
Site Name: The site name where the problem happened;
Product Line: The category of the fault product, supply drop box for
selection;
Product: The fault product name, you can input the name directly, it is
strongly commended to click the button on the right to pop up a window for
selection, before clicking search button, selecting Product Line is required;
Product Version: The version of the fault product, can input the version
name directly.
Summary: The brief description of the problem;
Details: The detail explanations of problem, less than 5000 words.
4.2 Submit request
Click button to submit the request to Huawei.
After enter all the request fields, you can click to submit the request.
And then you are presented with the following screen with more fields.
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Status: The processing situation of the request.
Huawei Support: The Huawei support engineer for the ticket.
Contact: The customer who create the ticket.
Report Time: The time that customer submit the request to Huawei.
Resolution: The solution provided by Huawei engineer.
The other function button explanations showed as below:
: Customer can click this button and input updated information for the
request.
:Customer can click this button to attach document for
request handling.
5 Track the Requests
You can track the processing of the request by yourself in the GCRMS system.
5.1 The status of the request
The definitions of the status of the request are showed as below:
Status Description
The request is waiting for CCR assign to Huawei

New
engineer.
Working in progress Huawei engineer begin to handle the request.
Suspend - Waiting for Additional Huawei engineer suspend the request and waiting for
information customers additional information.
Huawei engineer suspend the request and the request

Suspend - Under Observation
is under observation.
Huawei engineer suspend the request and the request

Suspend - Experiment
is in experiment.
The solution has offered to customer, and waiting for

Waiting for confirmation
confirmation.
Closed The request is closed
5.2 The SLA Management of the request
If customer have maintenance contract with Huawei, and if customer want to see the
detailed SLA Management for each request they can feedback to local TAC. After
GCRMS configure the data that open SLA for customer, then customer can see the
detailed SLA Management information as following:
SLA Management display the SLA Type of Response Time, Restore Time,
Resolve Time, and the Due Date/Time and Actual Date/Time of each type. And display
the Restore Suspend Time and Resolve Suspend Duration fields.
5.3 The Contact Log of the request
Under the Contact Log, customer can see the log type for the request handling
process. Now including following log type:
Log Type Description
Initial new request
Customer Update customer update request
Log to Customer engineer send notification to customer through
Add Contact Log button
Suspend engineer suspend the request
Stop Suspend engineer stop suspend the request
Reopen CCR reopen the request and assign to engineer
for rehandling
Close with Survey CCR make customer survey and close the
request
Close without Survey CCR click Special Request button, input the
comment from customer then close the request
Survey Unsuccessfully CCR click Survey Unsuccessfully button and
close the request
Close Request System close request automatically
5.4 Fast locate a Request
If knowing a request No., you can search this request by fast location supplied by
the system.
5.5 Locate the Requests by Search Filter
1. Click My Request in the function area, the system will automatically display all
requests list submitted by current user and search condition definition page, shown as
figure below:
2. Define the search condition, including request status, active(the option active means
requests not closed, inactive means request closed),reference No, category, priority,
request opened date,prodcut line and product. Nil or more conditions can be defined,
more conditions is the and relationship;
3. Click Search button to list the requests according to the search filter.
5.6 Mail Notification
If customer want to receive mail notification from GCRMS for request handling,
customer or regional Huawei contact need send email to gcrmsadmin@huawei.com to
ask GCRMS administrator help configure the mail notification method. If the notification
method is email and customers email address is configured, after customer submit the
request to Huawei or Huawei create a new request for customer, customer will receive
email notification; and when Huawei engineer click Add Contact Log button on the
request during the request handling, customer will receive email notification to get the
latest processing of the request.
6 Feedback the Advice to Huawei
For the request already solved, customer can feedback their satisfaction degree
about the request handling service of Huawei, and also their advice to Huawei.
Open one request which status is waiting for confirmation, you are presented with
the following screen from which you can open the survey console by click close button.
And if you think the solution is not correct, you can click the button reject, then the ticket
will be rejected to Huawei for rehandling.
Click close button, you are presented with the following screen from which you can
feedback your satisfaction degree and your advices.
After you fill the answers then click Submit button, then the ticket will be closed with
customer survey.
Confirm below if you agree the ticket was closed correctly, if you disagree, please click the
Reject button, and type why you feel this ticket should not be closed in the Description field,
then click Confirm button, then the ticket will be rejected to Huawei for rehandling.
7 Edit Personal Information
If you want to update your personal information in the system, you can click My
Profile link in the function area. And then you are presented the following screen in which
you edit your personal information by click Edit button.
The information you update include:
Field Label Description
Full Name The Full name of the logged on customer
The survey method for customer satisfaction the customer

Survey Category
prefers. It includes by telephone, email, or both.
Survey Periods The shortest days between the two times customer satisfaction
(days) survey by telephone.
Email Email address of the logged on customer
Phone The telephone No. of the logged on customer
Mobile The mobile phone No. of the logged on customer
Fax The fax No. of the logged on customer
8 Search Existing Cases
After logging in the GCRMS system, you can choose Search Cases from the
function area.
Then the system will link you to the advanced search console shown as following.
END of DOCUMENT

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Huawei GCRMS User Manual

Huawei Technologies Co., Ltd.

1.2 Important Basics....................................................................................................3

2 Logging into the GCRMS .................................................................................................4

3.1 System function area .............................................................................................7

3.2 Some Useful Function Introduction ......................................................................8

3.3 Close the web access.............................................................................................8

4 Creating a New Request....................................................................................................9

4.1 New request...........................................................................................................9

4.2 Submit request.....................................................................................................10

5 Track the Requests ..........................................................................................................12

5.1 The status of the request......................................................................................12

5.2 The SLA Management of the request .................................................................12

5.3 The Contact Log of the request ...........................................................................13

5.4 Fast locate a Request...........................................................................................14

5.5 Locate the Requests by Search Filter ..................................................................14

5.6 Mail Notification.................................................................................................15

6 Feedback the Advice to Huawei .....................................................................................16

7 Edit Personal Information ...............................................................................................18

8 Search Existing Cases .....................................................................................................19

The full name of GCRMS is Global Customer Request Management System. It is a

1.2 Important Basics

problem if using non-IE6.0 browser.

may lead to logoff (i.e. you would need to login again).

The critical problem should be feedback to Huawei through telephone.

2 Logging into the GCRMS

After you registered, you can visit the following address:

screen shown as below:

Online link when you enter My Profile field.

3.1 System function area

The man-machine interactive interface of this system is based on IE window, the

interface handoff button in English or Chinese;

kind of things can be dealt with, including the following functions:

the fastest search mode;

Close: Close the GCRMS web access;

New Request: Create a new request;

My Request: List all my requests;

phone and email address;

Help: Pop up help documents of this system;

Search Case: Pop up the case search window;

Content area: Detail content operational area.

3.2 Some Useful Function Introduction

Labels with asterisk () (such as Summary): Denote this field is mandatory, no

search the selectable option;

: clear the content displaying in the left entry box;

non-date column uses this label.

3.3 Close the web access

Close on the function area is recommended which is shown as figure below:

4 Creating a New Request

4.1 New request

You can create a new request according to the following steps:

content area, shown as figure below:

Huawei together. The default category of Huawei including: Problem

Report/Technical Enquiry/Engineering Report/Non-Technical

Enquiry/Assistance Request/Service Complaint.

and Huawei together. If select the category as Problem Report or Engineering

contact Huawei through Phone.

The option including Hign/Middle/Low three level.

Occur Date/Time: The problem occurrence date, no directly input is

permitted, it is necessary to click to pop up calendar window for selection;

Site Name: The site name where the problem happened;

selection, before clicking search button, selecting Product Line is required;

Summary: The brief description of the problem;