Process Number: 63	Revision Date: 11/9/2001 11:55:50 AM
Revision #: 6	Back | Access Password:

Datatel Solution Center E-Mail Request

Office Responsible:

DCS - District - Computing Services

Process Type:

internal

Position Title:	All		Author:	All
Cross Trained Staff:		Manager:	DHarris	Vice Pres.:	RTemple

Timeline (Deadlines or Time-Constraints) :

As needed

What must be done before this process is started:

Which processes are waiting for this process:

Source documents or communication with information needed for this process:

What is the end-result of this process, or the hand-off

What steps must be taken independent of the computer system (Manual Process)

Which steps must be taken on a computer (Electronic Process):

Use the Datatel Answernet web site to submit problems. Format is clearly stated on Datatel`s web page. Old process: Email Solution Center Doc 51.246 Created: Jun 28 1993 Updated: Sep 30 1999 View @ Document Status: Complete Criticality: Document INCIDENT form (for submission to apriori via email) _______________________________________________ [ Add Comments ] [Delete][ Add Me ] [QSearch] _______________________________________________ To submit a Technical Support incident via email, simply make a copy of this form, fill in the fields and mail it to answernet@datatel.com You MUST make a copy of this form and paste it into a separate email and mail it to answernet@datatel.com. YOU CAN NOT JUST REPLY TO THIS EMAIL since most email programs when reply is used insert characters that the forms processor is not prepared to handle. When mailing this form: 1) Make sure to send this form as an ascii document with a common font. 2) Do NOT include attachments with this form. The current AnswerNet email processor will convert the attachment into a huge chunk of unreadable text that will be deleted from the incident. 3) You may delete all of the instruction lines (lines that start with "*>"). If you leave them in, the forms processor will remove them for you. When filling in the form: 1) The following fields must come at the top of the form (excluding the instruction lines) in the exact order listed. 2) They should be filled in to the right of the colon, and should not extend to a second line. Upper/lower case is not a concern. 3) An optional field may be left blank, but the line for it must not be deleted. CLIENT ID.............: (mandatory) Should be your 3 character institution id. SENDER LAST NAME......: (mandatory) Your name (LAST name only). SUBJECT...............: Should be a short single-line description of the incident. If you are mailing additional information about an existing Incident, please make the subject "Re Incident xxxxxxx" where xxxxxxx is the incident id (or a question mark if you don`t know it). INTERNET REPLY ADDRESS: (optional) Your internet address. This is used by the email forms processor to send you a confirmation that the incident has been posted. CROSS-REFERENCE ID....: (optional) This will be stored with the incident, and will be mentioned in the confirmation reply. It is included as a convenience for your internal tracking of problems using your own problem ids. ATTENTION GROUP.......: (optional) This field helps direct the incident more quickly to the group best suited to handle it. Valid entries are... `B` (for Benefactor) `C` (for Colleague ) `O` (for Other) (if left blank, "other" is the default) --------- At this point, you can start describing the problem. As you do so, please think about the following, and add any relevant information to the decription: - What is the module and MNEMONIC? - WHEN did it first start happening? - Did it coincide with a CHANGE of some sort (work flow, new release of datatel/database/os software, ...)? - Is it . ALWAYS happening? . easily duplicated? . rarely and randomly happening? . a one-time thing? - Does it happen IN ALL ACCOUNTS or only in some (remote vs main accounts, live vs test, etc...)? - Does it happen to EVERYONE or only to some (one) user? - Are there any ERROR messages? If so, please enter them verbatim. As long as they are not unreasonably long, feel free to paste in other files (COMO files, reports, screen dumps etc...). As a guideline, you should not have the incident exceed 200 lines (unless there is a compelling need). Please remember to remove all escape and control characters since some mail systems do not handle them well. ===START FREE-FORM DESCRIPTION BELOW====

Related Documents to Process (e.g. Datatel documentation, Government code books, etc.)

Notes (Cautions, suggestions for improvement, etc.)

For example, a submit by email to answernet.com: CLIENT ID.............: S02 SENDER LAST NAME......: Moody SUBJECT...............: Problem description INTERNET REPLY ADDRESS: jmoody@sbccd.cc.ca.us CROSS-REFERENCE ID....: ATTENTION GROUP.......: C