Enter Problem Description

To maintain control of your reported problems, it is recommended that you have only a few individuals with access to Problem Reporting. This prevents duplication of problems and prevents questions from being asked, that can be handled by your own staff, thus reducing any time delays. This also provides you with a clear status of all your reported problems, provides the control most companies want to maintain, and allows the CGC Support Staff the opportunity to provide the best possible service to higher priority items.

Before a problem is entered in the system, determine the type of problem and whether entering the problem is the best solution.

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Telephone Support Line — Problem Reporting

(Requires Immediate Attention) — Not Critical to Current Processing)

System Down — Application/Procedural Questions

Critical Processing — Stop Non-Critical Program Errors

System Error — Documentation Changes

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Response time for problems entered through this option differs from that of the Telephone Support Line. Entered problems will be reviewed the next working day. Where it is necessary to obtain more information, clarification, or respond to your questions, a call will be made to you by the end of the following business day. All others will be addressed the same manner as problems called in.

Reports are available, for your review, that explain the status of each reported problem. The Remote Status Letter can be printed which tells you the current status of the problem. This letter is available on the System Utility Menu.

When entering a problem, the "Problem Entry Header Window" allows access to existing problems, or entry of new problems. Remaining consistent with the rest of the system, leave the "Sheet Number" blank to enter a new problem description. The system automatically assigns the sheet number. It is sequenced beginning with the number one (1). This sheet number displays on the "Problem Sheets" report and is used to edit any sheets that have not yet been sent to CGC, or view any that have already been sent. Once the sheet is sent, the information can no longer be changed. Once sent, to close the sheet, or provide any additional information, a call to the Telephone Support Line must be made.

Problem Entry Header Window

The prompt screen displays the first two lines of the problem description. The customer sheet number is displayed on the first line to the left of the description. The application displays on the second line to the left of the description. If the sheet has been sent to CGC, the control number will display next to the application. A sheet number search is available for ease in locating the correct problem, or you can scroll through the sheets using the page down or roll keys. Select the desired problem, and the "Problem Description Entry Window" will display for your selection.

Problem Description Entry Window

Reported By

The individual reporting the problem. This would be the person that CGC would contact should a question arise or a correction is made available. If a number of people are entering problems, yet you only have one CGC contact, that person's name should be entered.

Phone

Enter the phone number of the individual that CGC should call when questions or responses are required.

Menu/Option Number

The menu and option numbers correspond to the CMS standard menus. The Prompt is available on this field. A screen displays displaying the menu options throughout the system. Place an X in front of the application/option until the appropriate menu and option are identified. Place an 'S' in front of the option you want to select.

Sheet

The sheet number is determined by the application in which the problem occurs. This acronym is used as the first part of your CGC control number and usually corresponds with the first three (3) letters in the menu name. The following five (5) positions are the control number. It is required that the application be entered. When the sheet is uploaded to the CGC system, the control number will display in the field and no further changes can be made.

Description of Problem

At least one line of text must be entered. The description should be clear and concise. If one screen is not enough, an additional screen is displayed when the screen is rolled. Once the sheet is uploaded to the CGC system, the description can no longer be accessed.

The description entry does not act as a word processor. When entering a description, 50 characters are available per line. Should a word extend beyond the character length, it should be entered on the following line to ensure that the sheet can be easily read by both your staff and the CGC Support Staff. To go to the next line of text entry, use the TAB key. When you press ENTER at this point, the system proceeds as if your entry is complete.

The program number will display after you have pressed ENTER, provided there is a program behind the selected menu and option number and not another menu.

The delete option will only display on an update screen. When the sheet is keyed in initially, the delete key will be absent. It will also be absent on sheets already sent.

The CGC control number will not display until after the sheet has been sent to Computer Guidance (Send Problem to CGC Option). Once the sheet has been sent, nothing on the screen can be changed. If editing is required, it must be done prior to the send. Should a change be required after the sheet has been sent, please call the Telephone Support Line, referencing the control number (found on your reported problem listing or by going into the header screen with a sheet number), and leave a message stating how you want the change made. Again, if the sheet is to be closed, a call must be placed to the Telephone Support Line.

Customer Status Letter - Remote Selection Window

Date Range

Enter date ranges for the following to indicate the time span to be covered:

Reported Dates/Tested Dates/Sent Dates To Be Included

Place an X to the left of one of the following to indicate the types of problem sheets to be included:

•   Reported, Not Tested (ECS not available)

•   Tested, Not Sent

•   Previously Sent

Do not enter an X to include all types.

OK

Click OK to print the Customer Status Letter.