SR-Dash

User Guide

Legal notices
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Revision history
Table 1. Revisions
Date

Edition Revision

31 January 2009

Farzana K. Wyde

19 June 2009

Farzana K. Wyde

Figures and Tables

Contents
Revision history .................................................................................................................................................... 2

Figures and Tables

Figures ................................................................................................................................................................. 5
Tables ................................................................................................................................................................... 5

Service Request Dashboard (SR-Dash)

Overview .............................................................................................................................................................. 6

New User Interface Concepts

Ribbon .................................................................................................................................................................. 7
Tabs ..................................................................................................................................................................... 7
Groups .................................................................................................................................................................. 8
Controls ................................................................................................................................................................ 8
Quick Access Toolbar .......................................................................................................................................... 8
Application Button ................................................................................................................................................ 9
Keyboard Access ................................................................................................................................................. 9

Login
Dashboard
Home Tab ........................................................................................................................................................... 12
Service Request List .......................................................................................................................................... 13
Customer Chat ................................................................................................................................................... 13
Agent Chat ......................................................................................................................................................... 14
Telemetry ........................................................................................................................................................... 15

Options
Color Settings ..................................................................................................................................................... 16
Chat Settings ...................................................................................................................................................... 17
Alerts .................................................................................................................................................................. 18
Proxy Settings .................................................................................................................................................... 19
About .................................................................................................................................................................. 20

Telemetry
Customer ............................................................................................................................................................ 21
System Information ............................................................................................................................................ 23
PC Diagnostics ................................................................................................................................................... 24

Reports
Reports Tab ........................................................................................................................................................ 25
System Information ............................................................................................................................................ 26
Diagnostics ......................................................................................................................................................... 27
Health Check ...................................................................................................................................................... 27
SR History .......................................................................................................................................................... 28

Searches
Search Tab ......................................................................................................................................................... 29
New Search ........................................................................................................................................................ 30
Saved Searches ................................................................................................................................................. 33
Unassigned SR .................................................................................................................................................. 34

Knowledge
Knowledge Tab .................................................................................................................................................. 35
3

Service Note ....................................................................................................................................................... 35

Product Finder .................................................................................................................................................... 35
Author Scripted Messages ................................................................................................................................. 36
Active Library ...................................................................................................................................................... 36

Active Mail
Email Support ..................................................................................................................................................... 37
Closure Codes .................................................................................................................................................... 37

Figures and Tables

Figures and Tables

Figures
Figure 1. Ribbon ................................................................................................................................................................ 7
Figure 2. Tabs .................................................................................................................................................................... 7
Figure 3. Groups ................................................................................................................................................................ 8
Figure 4. Controls .............................................................................................................................................................. 8
Figure 5. Quick Access ...................................................................................................................................................... 8
Figure 6. Application Button ............................................................................................................................................... 9
Figure 7. Login Screen ..................................................................................................................................................... 10
Figure 8. Dashboard ........................................................................................................................................................ 11
Figure 9. Home Tab ......................................................................................................................................................... 12
Figure 10. Service Request List ....................................................................................................................................... 13
Figure 11. Customer Chat ................................................................................................................................................ 13
Figure 12. Agent Chat ...................................................................................................................................................... 14
Figure 13. Telemetry ........................................................................................................................................................ 15
Figure 14. Color Settings ................................................................................................................................................. 16
Figure 15. Chat Settings .................................................................................................................................................. 17
Figure 16. Alerts ............................................................................................................................................................... 18
Figure 17. Proxy Settings ................................................................................................................................................. 19
Figure 18. About .............................................................................................................................................................. 20
Figure 19. Customer Information ..................................................................................................................................... 21
Figure 20. Customer History ............................................................................................................................................ 22
Figure 21. Device Overview ............................................................................................................................................. 22
Figure 22. System Information ......................................................................................................................................... 23
Figure 23. PC Diagnostics ............................................................................................................................................... 24
Figure 24. Reports: System Information .......................................................................................................................... 26
Figure 25. Reports: Diagnostics ....................................................................................................................................... 27
Figure 26. Reports: SR History ........................................................................................................................................ 28
Figure 27. Search Tab ..................................................................................................................................................... 29
Figure 28. New Search .................................................................................................................................................... 30
Figure 29. Search Results ............................................................................................................................................... 31
Figure 30. Save Ad Hoc Search ...................................................................................................................................... 32
Figure 31. Saved Searches ............................................................................................................................................. 33
Figure 32. Unassigned SRs ............................................................................................................................................. 34
Figure 33. Knowledge Tab ............................................................................................................................................... 35
Figure 34. Product Finder ................................................................................................................................................ 35
Figure 35 Active Mail dialog window ................................................................................................................................. 37

Tables
Table 1.
Table 2.
Table 3.
Table 4.

Revisions ............................................................................................................................................................. 2
Login Credentials ............................................................................................................................................... 10
Home Tab Controls ............................................................................................................................................ 12
Active Mail Closure Codes ................................................................................................................................. 38

Service Request Dashboard (SR-Dash)

Overview
The SR-Dash application is used by support agents to resolve service requests through the Instant
Support online programs.

New User Interface Concepts

New User Interface Concepts

Ribbon
The Ribbon is the primary replacement for menus and toolbars in the 2007 version of Microsoft Office
and is used for the SR-Dash application. The Ribbon contains the following three elements: Tabs,
Groups and Controls.

Figure 1. Ribbon

To minimize the Ribbon, perform one of the following actions:

Double-click the currently selected Tab
Choose Minimize Ribbon from the right-click menu
Type CTRL+F1

The layout of controls in the Ribbon changes when the width of the application window changes.

Tabs
Tabs are used to organize controls in the Ribbon around core scenarios and tasks that you perform
within SR-Dash.

Figure 2. Tabs

Groups
Groups are used to organize related controls on a Tab. Groups also have Dialog Box Launchers to
access dialog boxes that provide more advanced functionality related to the group. The Dialog Box
Launcher has two states: normal and hover.

Figure 3. Groups

Controls
Different types of controls (include, but not limited to, buttons, split buttons, combo boxes, galleries,
menus, spinners, and check boxes) are hosted in the Ribbon.

Figure 4. Controls

Quick Access Toolbar

Controls on the Quick Access Toolbar are always available to you, regardless of which tab is selected in
the Ribbon. This toolbar can be customized to include any control to which you need frequent access.

Figure 5. Quick Access

Clicking the dropdown arrow displays the Customize Quick Access Toolbar menu which
provides a list of controls the you can select.
Right-clicking on any control in the Ribbon provides the option to add that control.
Right-clicking on any group label provides the option to add the entire group. The entire group
will be displayed when that group control is clicked from the Quick Access Toolbar.

New User Interface Concepts

Application Button
The Application Button contains the SR-Dash logo and other available options.

Figure 6. Application Button

Keyboard Access
KeyTips provide keyboard access to every control in the Ribbon and appear when the ALT key is
pressed. Typing the letter or number associated with any tab displays the KeyTips for all the controls
on that tab. Pressing the key associated with any control will then select that control and perform the
associated action.

To dismiss KeyTips and return keyboard focus to document, perform one of the following actions:
Pressing the ALT key
Pressing F10 key
Pressing ESC key
Clicking anywhere on the Ribbon or document

Login
All agents will use their digital badge or BPIA certificate to login to the SR-Dash application.

Figure 7. Login Screen

Table 2. Login Credentials

Credential

Description

Remember me

Enables SR-Dash to save your information for the next time you login.

Force login

Enables you to use the BPIA certificate for login.

Login button

Clicking this button allows you to login to the SR-Dash application.

Exit

Clicking this button allows you to cancel out of the login process.

Check for newer version

Allows you to check if there is a newer version than the one installed on your system.

10

Dashboard

Dashboard
When you first login to SR-Dash, you will see the following figure containing no assigned service
requests.

Figure 8. Dashboard

11

Home Tab
This is what your home tab will appear as when you login to SR-Dash.

Figure 9. Home Tab

Table 3. Home Tab Controls
Item

Description

Request Close

Sends a request for closure notice to the customer.

Force Close

Closes the service request without waiting for the customer to agree. This type of
closure is used for when the customer is nonresponsive, etc.

Wait for Response

Indicates you are waiting for the customer to respond.

Unassign

Removes the service request from your working set and returns to the unassigned
list.

Reassign

Allows you to reassign a service request to another agent.

RPL Status

Agents are required to document checking the Global Trade Screening list to
determine if a customer is on the Restricted Party List (RPL) before delivering
service. Values for this dropdown list are:
Not done default value
Passed RPL checked and the customer passed
Failed RPL checked and the customer did not pass. Agents follow specific
processes outside SR-Dash 2.0 to handle customer.
Not required Customers with specific contracts that have already passed the
RPL check as part of the contract process.

Escalate

Reassigns a service request to an escalation team for higher priority.

Change Queue

Changes from the current queue to the one chosen.

Direct Connection

Creates a direct connection with the customer when using the remote control
function to take control of a customers system.

Secure Connection

Creates a secure connection with the customer when using the remote control
function to take control of a customers system.

Send File

Sends a file to the customer that you have chosen.

SoftPaq

Sends a softpaq to the customer that you have chosen.

System Information

Displays information about the customers system.

Diagnostics

Displays diagnostic tests that are available to be performed on the customers

system.

Health Check

Performs a system health check on the customers system and displays any issues.

SR History

Displays a history of the information performed on the service request.

Resources

Displays a list of resources available to you..

12

Dashboard

Service Request List

This section shows a list of your assigned service requests.

Figure 10. Service Request List

Customer Chat
This section shows the chat conversation between you and the customer.

Figure 11. Customer Chat

13

Agent Chat
This section allows you to type chat messages to the customer. You can change the font to your
preference. It also allows you to select scripted messages and make annotations for the service
request.

Figure 12. Agent Chat

14

Dashboard

Telemetry
This section displays information about the customer, their system information, and the diagnostics
available to be run on the their system.

Figure 13. Telemetry

15

Options
This menu is available under the Application Button and allows you to customize SR-Dash to your
preference.

Color Settings
The Color Settings under your Options allow you to customize your chat appearance.

Figure 14. Color Settings

16

Options

Chat Settings
The Chat Settings under your Options allow you to customize your chat.

Figure 15. Chat Settings

17

Alerts
Alerts are pop-up windows to notify you when a new service request or chat has be received. The Alerts
under your Options allow you to customize when and how you receive your alerts.

Figure 16. Alerts

18

Options

Proxy Settings
The Proxy Settings under your Options allow you to set your proxy information.

Figure 17. Proxy Settings

19

About
The About under your Options display information on the SR-Dash application.

Figure 18. About

20

Telemetry

Telemetry
Customer
This section displays information about the customer.

Customer Information
The sub-section displays the customer s immediate contact information.

Figure 19. Customer Information

21

Customer History
This sub-section displays the customers history on past service requests.

Figure 20. Customer History

Device Overview
This sub-section displays information about the customers device.

Figure 21. Device Overview

22

Telemetry

System Information
This section displays information about the customers system.

Figure 22. System Information

23

PC Diagnostics
This section displays diagnostics that are available for the customers system. It shows information
about individual tests as well as the status after being run.

Figure 23. PC Diagnostics

24

Reports

Reports
Reports Tab
This section displays information that has been run on the customers system. The Reports group
contains:
System Information
Diagnostics
Health Check
SR History

25

System Information
The System Information report displays information about the customers system.

Figure 24. Reports: System Information

26

Reports

Diagnostics
The Diagnostics report displays test results from diagnostics run on the customers system.

Figure 25. Reports: Diagnostics

Health Check
The Health Check report displays details on a system check that is run on the customers system.

27

SR History
The SR History report displays events and details about the customers service request.

Figure 26. Reports: SR History

28

Searches

Searches
Search Tab
This is what your Search tab will appear as when you login to SR-Dash.

Figure 27. Search Tab

29

New Search
You can use the search function to search for a specific or set of service requests:
1. Select the field to search in
2. Select the condition
3. Enter your value
4. Click the Add button
5. Click the Search button to execute

Figure 28. New Search

30

Searches

Search Results
The Search Results will be displayed in the right hand pane of your application.

Figure 29. Search Results

31

Save Ad Hoc Search

You can save your Search criteria for future use:
1. Select a company
2. Enter a name
3. Enter a description
4. Click the Save button

Figure 30. Save Ad Hoc Search

32

Searches

Saved Searches
You can execute a search on criteria you have already saved. Just click on the Saved Searches
window located at the button of the left panel or the button located in the Search tab to open your list.
The results will be displayed in the right hand pane.
1. Select saved search
2. Click the Search button

Figure 31. Saved Searches

33

Unassigned SR
You can search for unassigned service requests by clicking on the Unassigned SR button in the Search
tab. The results will be displayed in the right hand pane.

Figure 32. Unassigned SRs

34

Knowledge

Knowledge
Knowledge Tab
This is what your Knowledge tab will appear as when you login to SR-Dash. The options contained in
this tab aid in resolving service requests.

Figure 33. Knowledge Tab

Service Note
Service Notes provide information on a specific system that can be used to determine issues on a
customers system.

Product Finder
The product finder enables you to find system information based on a product number.

Figure 34. Product Finder

35

Author Scripted Messages

Clicking on this link opens an area for you to create or edit scripted messages. This permission is
determined by your login credentials.

Active Library
Clicking on this link opens the Active Library application that contains knowledge documents to enable
you to resolve a customers issue.

36

Active Mail

Active Mail
Email Support
Active Mail is used by customers seeking help from HP via email. HP support agents will use the SRDash application to respond to email support requests. Email requests will be designated with an
envelope icon ( ) to differentiates it for other service requests. The email request is automatically
assigned to the support agent that belongs to the email queue by the work load manager. The support
agent replies to the customer using the SR-Dash chat feature.

Closure Codes
When clicking send on an Active Mail response, a dialog window opens with a dropdown box for
closure codes. There is also a check box giving the option to leave the incident in their work set after
sending the customer a message. The default behavior for an Active Mail incident is to remove the
incident from the agents work set after the agent sends the message as Active Mail incidents are
asynchronous and often are closed after only one message sent from the agent.

Figure 35 Active Mail dialog window

37

Table 4. Active Mail Closure Codes

Code
Support was provided
Duplicate
Embargoed
Feedback Only
Misroute Non-Commercial
Support Boundaries
Non-Supported Language
Out of Warranty
Refer to 3rd Party
Unsupported Products
Not Remotely Resolved, requires service

38