INTRODUCTION SERT Samsung Event Reporting Tool
Dec 19, 2015
Introduction
• SERT is the Samsung Event Reporting Tool– SERT is a secure WEB based application that provides registered,
password protected accounts access to contents
– SERT can be accessed through Microsoft Internet Explorer (versions 6, 7, and 8 are supported)
• SERT is used to open, update and view– Lab trouble-tickets with Samsung
– Return Material Authorization (RMA) tickets
– Customer Service Bulletins
Accessing ERT
Go to https://sert.samsungtelecom.com/XLogin.aspx
Create new account if you do not have one
Download Introduction
Account Creation
• Fill in the required information and click “submit”.• Account activation requires all Mandatory field filled out (those
marked by *)– Email MUST be from Customer email domain– Password MUST be at least 8 alpha-numeric (no special characters)
SERT Tabs - Overview
• Home – Contains Sub-Tabs to– Veiw Details of Tickets creates by account holder– Change Password
• Ticket – Contains Sub-Tabs and Hyperlinks to – Create Tickets for Software or Hardware RMA– Search for selected category of Ticket (or specific Ticket)– Monitor Individual Tickets
• Report - High level summary of tickets in SERT
• Logout - Logout (also allows link back to Login)
Creating SERT TicketTo Create a SW SERT Ticket from the Ticket Tab select Create and then RMA pull-down menu
WEB Form for SERT Ticket
Once fields filled in, click on Create Ticket
to submit Ticket
Field Entries are specific to program, but entries tagged
with * are mandatory
Creating RMA TicketTo Create a RMA Ticket from the Ticket Tab select Create and then RMA pull-down menu
WEB form for RMA Ticket
Once Entries are complete click on Create Ticket to
complete submissiion
Field Entries are specific to program, but entries tagged
with * are mandatory
Ticket - Search
• Display all tickets or use filters• Search for a specific ticket by keyword
Click on search with default fields to see
all tickets
Sub Tabs for Individual Ticket
Each Ticket has Sub Tabs for viewing or updating contents and managing state• General• Workflow• Customer Update• Summary
Workflow Tab
• Workflow tab shows the entire workflow of a ticket• To CLOSE
– Use Next Step pull-down menu to select Closed– Enter Comment– Execute Update
It is mandatory to enter a closing
comment
Use Next Step pull down to select Closed
Customer Update Tab
Add comment or additional information
about a ticket
Add error/debug information in the
form of attachments
Report Summary
• Report tab contains statistics of all tickets in the system – By Company– By Status