Tracking and Editing Your Customer Support Requests

After you submit a request through the Customer Support Request page, the system creates a tracker, which you can monitor and edit on the Eclipse web site.

You can see the progress being made on your request using the View Support Requests page. This page displays all of your active support requests. You can also view other trackers by searching for them on this screen.

From the View Support Requests page, you can access the Support Request page for a tracker, which you can use to edit the original request.

To track and edit your customer support requests:

Start your Web browser and enter http://distribution.activant.com/eclipse-support/ to display the Eclipse home page.
Click the Support link located in the top navigation bar to display the Customer Support page.
In the User ID and Password fields, enter the user ID and password the Eclipse office assigned to you.
Click Login to display the Eclipse Customer Support page.
Select View Support Requests under the Web Care heading to display your active support requests.

Note: If you do not see the tracker you want to view in the current list, enter the tracker ID or a keyword in the Search field. Click Search to locate the tracker. If the system locates the tracker, it displays in your list.

The system displays the following information.

Column Heading	Function
View Selected	Select a check box and click the View Selected link to display the Support Requests page for the designated tracker.
Entered	Date the request was entered.
Updated	Date the tracker was last updated.
Support Request	Tracker ID that the Eclipse system assigned. Click the tracker ID to display the Support Requests page for that tracker.
Exp Date	Expiration date for the request, if assigned one.
Description	Original description you entered for the request.
C:Company Status	Request type you assigned to the request.
Y:Your Status	Status you assigned to the request.
E:Eclipse Status	Status Eclipse assigned to the tracker.

Select a request to edit in one of the following ways:

Select the box in the View Selected column next to the tracker to edit and click the View Selected link.
Click a tracker number in the Support Request column.

Do any of the following to edit the request:

In the Company Status field, select a new status from the drop-down list.
In the Add a Comment field, enter an append message and click Update Tracker to update the request.

Note: You cannot append to a tracker with a closed status.

Click Remove Tracker from My Requests to remove the request from your list on the View Support Requests page.
Under the Add New Contacts heading, select new Eclipse personnel to add to the tracker and click Update Forward List to add the new contacts to the tracker's forward list.

Note: You can also assign a status for the contacts on the forward list by clicking the Select A Status list and selecting a status.

Under the Contact heading, either remove the contact or assign a new status.

Close the page in one of the following ways:
Click the Back button on the toolbar.
Click Support Log Off.