The log maintenance screen is accessed by clicking on the CSR Number link on the list screen or by entering the log number on the query screen and then clicking on the Go to Log button.
This screen allows you to view the information that has been entered on the log, add new information, or close the log. You can also add attachment files to the log to assist NDS Support in solving your issue.
Only NDS can close logs that have been handed over to NDS Development, including Program Problems and Enhancements. You can enter additional information, or request that the log be closed, but you cannot close it here.
The top part of the screen contains the log number, types, and brief description. The Customer Report Tab contains the information about the issue, from both the user and NDS Support. The Additional Info Tab contains additional information about the log and a link to the Support Notes. The Support Notes pop-up screen contains the email information for the log and in some older logs, may contain information the NDS Support entered about the log. None of the additional information can be edited or maintained.
In the Incident field, enter the additional information that you need to add to this log.
When you update the log, an email will be sent to your email address (the one assigned to your contact in the NDS database) and to NDS Support. If you wish additional people to receive the email, in the CC: field enter the additional email addresses to which the log should be sent. Separate multiple email addresses with semi-colons.
You can select contacts to add to this from the pop-list beneath the CC: field. These are the contacts that NDS has in its database for your company. Click on the contact to add, and then click the Add button. The contact's email address will be added to the field.
To close a CSR, enter the incident text, select the contacts if desired, and then set the Close CSR flag to on. If the log cannot be closed, this flag will not be displayed.
When all information has been entered, and the contacts have been selected, click on the Update Incident button on the navigation menu.
The email will be sent, and the screen will be refreshed with the new information. Whenever an email is sent from NDS SupportNet for a log, the log is updated with the email addresses to which the email was sent.
To add an attachment to an existing log, click on the Add Attachment button.
In the field, enter the file path to the file that you are attaching to this log. You can click on the Browse button to open a file explorer. Browse your client and network to find the appropriate file and click ok. The file path will be returned to this field.
Once the file path is defined, click on the Upload button.
The file will be uploaded and listed to the right of the Incident field.
You can enter a description for the file.
Once the file has been uploaded, in the Description field, enter the description for the file.
Click on the Save link below the Description field to save the changes.
Create New CSR: Go to the screen to create a new CSR for your company.
New Log Search: Return to the query screen.
List CSRs: List all open CSRs for your company.
List PCRs: List all open PCRs for your company.
List Open: List all open PCRs and CSRs for your company.
List Closed: List all closed PCRs and CSRs for your company.
List All: List all open and closed PCRs and CSRs for your company.
Open Issues Rpt: Create a pdf report listing all open PCRs and CSRs for your company.
Information Logs: List the available information logs.
Troubleshooting Logs: List the available troubleshooting logs.
Pick Up Logs: List the available pick up logs.
Edit User Info: Edit the user information for the logged in user.
Printer Friendly: Display a printer-friendly version of this screen for printing
PDF Version: Display a PDF version of this screen for printing.
Update Incident: Update the issue with the new text entered in the Incident field.
Add Attachment: Add an attachment to this log.
Add: Add a contact email to the CC field from the Contact pop-list.
Help: Open the NDS Online Help for running NDS SupportNet.
Log Out: Log out of NDS SupportNet and return to the log in screen.
Email Support: If you have a default mail client installed on your computer, you can click on this button to open an email to NDS Support.