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Collections Management KE EMu Support: What is it? How to make the most of it.

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Presentation on theme: "Collections Management KE EMu Support: What is it? How to make the most of it."— Presentation transcript:

1 Collections Management KE EMu Support: What is it? How to make the most of it.

2 Collections Management KE EMu Support 2 September 2005 Support: What is it? Correct errors within EMu Upgrades Continued dialog between KE and the Customer

3 Collections Management KE EMu Support 2 September 2005 Forms of Support: Phone Immediate access to Support staff (between 9:00AM and 5:30PM Weekdays) KE Hold Music???

4 Collections Management KE EMu Support 2 September 2005 Forms of Support: 24 hour access Support items are assigned a ticket number Tickets can be prioritised Tickets are persistent within the system until item is marked as Resolved Support team monitor all s Tickets easily transferable (escalated to Developers)

5 Collections Management KE EMu Support

6 Collections Management KE EMu Support 2 September 2005 Support: Other Sources KE EMu Help (bundled with EMu 3.1) EMuUsers.org FAQs EMu Training booklets

7 Collections Management KE EMu Support

8 Collections Management KE EMu Support 2 September 2005 Support: Making Most of It Providing details... The more information the better!

9 Collections Management KE EMu Support 2 September 2005 Support: Making Most of It EMu Client/Server details…

10 Collections Management KE EMu Support 2 September 2005 Support: Making Most of It Other details… Module Name, Tab, field Mode (query/display/edit or all) EMu user/group (ie. Herpetology, Mammalogy) Example IRNs Steps to reproduce the problem Severity (ie. is there a workaround?) Pictures are very helpful (error messages)

11 Collections Management KE EMu Support 2 September 2005

12 Collections Management KE EMu Support

13 Collections Management KE EMu Support 2 September 2005 Support Staff: Melbourne Hannah The Tele- marketer Assassin Rochester Please dont ring and try to sell her anything.

14 Collections Management KE EMu Support 2 September 2005 Support Staff: Melbourne Yanwei The Ticket- Terminator Chen Makes the best chicken wings at KE. Ask her for the secret recipe…

15 Collections Management KE EMu Support 2 September 2005 Support Staff: Melbourne Luca The Lifesaver Vari Pity his darts skills arent as good as his coding!!

16 Collections Management KE EMu Support 2 September 2005 Support Staff: Melbourne Helena The Rookie Sukmawijaya KE Melbournes latest recruit Likes sushi and going to the beach

17 Collections Management KE EMu Support 2 September 2005 Support Staff: Melbourne Paul Teddy-Bear ODoherty Parts: Unknown Weight: Unknown

18 Collections Management KE EMu Support 2 September 2005 Support Staff: Sydney Martin Cheeky Joujou Qualifications too impressive to show here

19 Collections Management KE EMu Support 2 September 2005 Support Staff: Sydney Michael Green KE latest Sydney recruit


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