QUICK REFERENCE GUIDE NEW CASE MANAGEMENT SYSTEM MOTOROLA ONLINE (MOL) QUICK REFERENCE GUIDE Below are changes in MOL that you may experience with the new system: I. Case Management (Contact Us) In selecting a specific Request, you are presented with new values: - Credit Request replaces Credit Issue - Order Request replaces Order Issue - Subscriber Support replaces Post Sales Subscriber Support - Product Issue has been removed - Service Request replaces Service Issue - Training Request replaces Training Issue - Website Request replaces Website Issue When opening a case, the value for Reason has been replaced with Request. If you use eCase Management to open cases, System Support Issue has split into two values: - Technical Request: used when there is NO loss of or degradation to core services on a customer’s LIVE operation. i.e. technical questions, requesting parts, preventative maintenance requests - Incident Request: when there IS a loss of or degradation to core services on a customer’s LIVE operation. i.e. an interruption in service when a site is down or an alarm is reported The following MOL changes are only applicable to customers or partners using eCase Management: II. Technical Request Case Creation Upon selecting Technical Request, you are presented with the following screen. New value types: - Impacted Site replaces System Support Site - Type replaces Case Type - Impact replaces Severity - MSI Solution replaces System - Customer Reference Number has been added as an optional field, used for your own reference and records QUICK REFERENCE GUIDE NEW CASE MANAGEMENT SYSTEM III. Technical Request Case Details Upon creating a Technical Request case, you are presented with the following screen. Refer to Section II to understand the changes in value types. VI. Incident Request Case Creation Upon selecting an Incident Request case, you are presented with the following screen. New value types: - Impacted Site replaces System Support Site - Impact replaces Severity - MSI Solution replaces System - Customer Reference Number has been added as an optional field, used for your own reference and records - Software Version/System Release has been added - Impacted Products has been added You can now upload an attachment detailing your particular incident. You are prompted to answer various questions pertaining to your request. QUICK REFERENCE GUIDE NEW CASE MANAGEMENT SYSTEM VII. Incident Request Case Details Upon creating an Incident Request case, you are presented with the following screen. Refer to Section VI to understand the changes in value types. V. Search Cases When searching for cases, you are presented with the following screen. The value for System Support Issue no longer exists. It splits into Technical Request and Incident Request. MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2015 Motorola, Inc. All rights reserved.