Using Service and Support Portal Applications

This chapter provides an overview of portal applications and discusses how to:

Access portal application portlets.
Use the CSS for service portlets.
Use the CSS for support portlets.

Understanding Portal Applications

A portal is a gateway that serves as a simple, unified access point to JD Edwards EnterpriseOne applications. A portal delivers content and applications integrated with the JD Edwards EnterpriseOne system, and provides a collaborative workplace.

Portlets

Portals can include one or more portlets. A portlet is a set of reusable components that provide access to JD Edwards EnterpriseOne applications, Web-based content, and other resources. This means that Web pages and services or JD Edwards EnterpriseOne applications can be accessed through specific various portlets.

Customer Self Service portlets enable you to do these things with cases, Solution Advisor, equipment, service contracts, and service work orders:

Functional Area	Portlet Functions
Cases	View cases pertaining to the customer, listed in ascending priority order. Add new cases. Update existing cases. View or process an existing case's history. Search open cases, closed cases, and cases in the last 30 days.
Solution Advisor	Troubleshoot case or service order issues.
Equipment	View equipment records pertaining to the customer, listed in ascending description order. Add new equipment records. Search an equipment record using the equipment number.
Service Work Order	View service orders pertaining to the customer. Also view associated equipment records and cases. Search for a service work order.
Service Contracts	View service contracts pertaining to the customer. List expired contracts and future contracts.

Portlets are grouped by type, which means that portlet applications for service and support appear in two different places. After you sign in to the Customer Self Service portal you then specify a place. Portlet applications are grouped in the CSS for Service or CSS for Support places. Here are the portlet applications for each place:

CSS For Service Portlets	CSS For Support Portlets
Service Tasks Add Equipment View Equipment View Work Orders View Contracts	Support Tasks View Cases Add New Cases
Service Search	Support Search
	Support Alerts
	Solution Advisor

Portal Access

Portals are Web-based, so you access the Customer Self Service portal by opening a window in a Web browser such as Microsoft Internet Explorer. The implementation team that installed and configured the JD Edwards EnterpriseOne Customer Self Service application software should have provided you with a URL (Universal Resource Locator) to access the portal.

After launching the Web browser, enter the URL in the browser's Address field. (Alternatively, the implementation team might have added a shortcut to the portal in your Favorites.) The portal Welcome page appears.

Additional Information

Because portlets contain a subset of the functionality contained in the JD Edwards EnterpriseOne applications, features and tasks are not fully described in this section. For example, this section does not describe how to add a new service order because that information is described in another guide.

See JD Edwards EnterpriseOne Service Management 9.0 Implementation Guide, JD Edwards EnterpriseOne Customer Relationship Management Support Applications 9.0 Implementation Guide.

Accessing Portal Application Portlets

This section discusses how to access portal application portlets.

Accessing Portal Application Portlets

Access the portal Welcome page.

Click the Sign In link in the upper right corner.
On the standard JD Edwards EnterpriseOne sign-in form, enter your user ID and password to enter the portal.
At the Place menu, select CSS for Service or CSS for Support. After you select one of these portal places, the application portlet windows for that place appear.

Using the CSS for Service Portlets

This section discusses how to:

Add equipment through the Service Tasks portlet.
View equipment through the Service Tasks portlet.
View work orders through the Service Tasks portlet.
View contracts and entitlements through the Service Tasks portlet.
Use the Service Search portlet.

Forms Used by the CSS for Service Portlets

Form Name	FormID	Navigation	Usage
Add Equipment	W90CD920A	Select CSS for Service from the portal's Place menu. Click Add Equipment in the Service Tasks window.	Add a new equipment record.
View Equipment	W90CD920C	Select CSS for Service from the portal's Place menu. Click View Equipment in the Service Tasks window. Alternatively, select one of the equipment search options in the Service Search window's Search For menu, and then click Go.	View existing equipment record information.
View Service Work Orders	W90CD910C	Select CSS for Service from the portal's Place menu. Click View Service Work Orders in the Service Tasks window. Alternatively, select one of the work order search options in the Service Search window's Search For menu, and then click Go.	View service work order information.
View Service Contracts and Entitlements	W90CD900A	Select CSS for Service from the portal's Place menu. Click View Contracts in the Service Tasks window. Alternatively, select one of the contract search options in the Service Search window's Search For menu, and then click Go.	View service contract information.

Adding Equipment Through the Service Tasks Portlet

Access the Add Equipment form.

Description

Enter a brief description for the equipment.

Site Number

Enter the address book number that corresponds to the site where the equipment will reside.

Default Dealer

Enter the address book number that corresponds to the dealer who is the default equipment provider.

Inventory Item Number

Enter the system-assigned item number.

Product Model

Enter the code that classifies an inventory item into a model for customer service.

Installation Date

Enter the date on which the contract for the equipment asset was put into effect.

In Service Date

Enter the date on which the equipment was placed into service.

Acquired Date

Enter the date on which the equipment asset was acquired. This date is typically the start depreciation date, but you can specify a different start depreciation date on the Depreciation Information form. If you are using the half-year convention, you must manually adjust the start depreciation date.

Sales Type

Enter the user defined code (system SY, type 17) that indicates the sales type for the equipment.

Terms Accepted Flag

Enter the code that indicates whether the owner of the equipment has agreed to the terms and conditions presented regarding the equipment ownership.

Viewing Equipment Through the Service Tasks Portlet

Access the View Equipment form.

Description

Enter a brief description for the equipment.

Product Model

Enter the code that classifies an inventory item into a model for customer service.

Status

Enter the user defined code (system ES, type 12) that identifies the equipment's current status, such as available, down, or disposed.

Viewing Work Orders Through the Service Tasks Portlet

Access the View Service Work Orders form.

Equipment Number

Enter the identification code for the equipment asset. You enter the identification code in one of these formats:

1: Asset number (a computer-assigned, 8-digit, numeric control number)

2: Unit number (a 12-character alphanumeric field)

3: Serial number (a 25-character alphanumeric field)

Order Number

Enter the number that identifies the sales order.

Planned Start Date

Enter the tentative starting date for the order. You can enter this date manually, or have the system calculate it using a back scheduling routine. The routine starts with the required date and offsets the total lead time to calculate the appropriate start date.

Viewing Contracts and Entitlements Through the Service Tasks Portlet

Access the Viewing Service Contracts and Entitlements form.

Contract Number

Enter the number that identifies the contract.

Start Date

Enter the date on which you actually start work on the contract.

End Date

Enter the date on which you actually complete work on the contract.

Using the Service Search Portlet

Access the Service Search window.

Specify the type of search by selecting from the Search For field's menu.
Alternatively, you can also select from the Advanced Search For menu.
Click Go to proceed.
On the search form for the search type you specified, locate the desired service-related records.

Using the CSS for Support Portlets

This section discusses how to:

View cases through the Support Tasks portlet.
Add new cases through the Support Tasks portlet.
Use the Support Search portlet.
Use the Support Alerts portlet.
Use the Solution Advisor portlet.

Forms Used by the CSS for Support Portlets

Form Name	FormID	Navigation	Usage
Case Inquiry	W90CG900C	Select CSS for Support from the portal's Place menu. Click View Cases in the Support Tasks window. Alternatively, in the Support Search window's Search For menu, select the search type and click Go.	View existing case information.
Case Entry and Update	W90CG900B	Select CSS for Support from the portal's Place menu. Click Add New Case in the Support Tasks. Alternatively, click Add on the Case Inquiry form.	Add a new case.
Support Search	W90CG900C	Select CSS for Support from the portal's Place menu. In the Support Search window, select one of the contract search options in the Search For menu, and then click Go.	Search for cases.
Support Alerts	W90CG900C	Select CSS for Support from the portal's Place menu. Click the numeral for either Critical Cases or Cases Pending Action in the Support Alerts window.	View alerts for critical cases or cases that are pending action.
Solution Advisor Solution Search	W90CE100C	Select CSS for Support from the portal's Place menu. In the Solution Advisor window, enter a description of the problem and select the search parameters, and then click Find.	Search for solutions in the Solution Advisor.

Viewing Cases Through the Support Tasks Portlet

Access the Case Inquiry form.

Case Number

Enter the number that identifies the case.

Equipment

Enter the identification code for the equipment asset. You enter the identification code in one of these formats:

1: Asset number (a computer-assigned, 8-digit, numeric control number)

2: Unit number (a 12-character alphanumeric field)

3: Serial number (a 25-character alphanumeric field)

Beginning Date From

Enter the date on which the case first becomes active.

Through

Enter the last date on which the case becomes active.

Status From and Through

Enter the code that specifies the status of a case.

Ending Date From and Through

Enter the first date or the last date on which the case was closed.

Adding New Cases Through the Support Tasks Portlet

Access the Case Entry and Update form.

Contact Name

Enter the name of the contact for the case.

Phone Number

Enter the telephone number prefix (such as area code) and the telephone number for the contact.

Email Address

Enter the case contact's email address.

Equipment Number

Enter the identification code for the equipment asset. You enter the identification code in one of these formats:

1: Asset number (a computer-assigned, 8-digit, numeric control number)

2: Unit number (a 12-character alphanumeric field)

3: Serial number (a 25-character alphanumeric field)

Problem

Enter a brief description of the customer issue.

Using the Support Search Portlet

Access the Support Search form.

At the Search For field, select from the menu the type of support-related record for which you want to search.
On the search form for the search type you selected, locate the support-related record.

Using the Support Alerts Portlet

Access the Support Alerts form to view any critical cases and cases pending action

Using the Solution Advisor Portlet

Access Solution Advisor window.

In the Problem Description field, enter a brief summary of the problem for which you want to find a solution.
Specify the search parameters (such as Match All) in the menu.
Click Find to search for and display results matching the problem description and search parameters.

Description	Enter a brief description for the equipment.
Site Number	Enter the address book number that corresponds to the site where the equipment will reside.
Default Dealer	Enter the address book number that corresponds to the dealer who is the default equipment provider.
Inventory Item Number	Enter the system-assigned item number.
Product Model	Enter the code that classifies an inventory item into a model for customer service.
Installation Date	Enter the date on which the contract for the equipment asset was put into effect.
In Service Date	Enter the date on which the equipment was placed into service.
Acquired Date	Enter the date on which the equipment asset was acquired. This date is typically the start depreciation date, but you can specify a different start depreciation date on the Depreciation Information form. If you are using the half-year convention, you must manually adjust the start depreciation date.
Sales Type	Enter the user defined code (system SY, type 17) that indicates the sales type for the equipment.
Terms Accepted Flag	Enter the code that indicates whether the owner of the equipment has agreed to the terms and conditions presented regarding the equipment ownership.

Contract Number	Enter the number that identifies the contract.
Start Date	Enter the date on which you actually start work on the contract.
End Date	Enter the date on which you actually complete work on the contract.

Case Number	Enter the number that identifies the case.
Equipment	Enter the identification code for the equipment asset. You enter the identification code in one of these formats: 1: Asset number (a computer-assigned, 8-digit, numeric control number) 2: Unit number (a 12-character alphanumeric field) 3: Serial number (a 25-character alphanumeric field)
Beginning Date From	Enter the date on which the case first becomes active.
Through	Enter the last date on which the case becomes active.
Status From and Through	Enter the code that specifies the status of a case.
Ending Date From and Through	Enter the first date or the last date on which the case was closed.

Contact Name	Enter the name of the contact for the case.
Phone Number	Enter the telephone number prefix (such as area code) and the telephone number for the contact.
Email Address	Enter the case contact's email address.
Equipment Number	Enter the identification code for the equipment asset. You enter the identification code in one of these formats: 1: Asset number (a computer-assigned, 8-digit, numeric control number) 2: Unit number (a 12-character alphanumeric field) 3: Serial number (a 25-character alphanumeric field)
Problem	Enter a brief description of the customer issue.