INTRODUCTION

SERTSamsung Event Reporting Tool

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)

SERT Home - Details

The Details Tab displays details about the tickets in overview tab.

SERT Home - Change Password

• User can manage password using Change Password tab.

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

Search ResultsClick on this icon to

export search results

Exporting search results

Click on this icon to export results to Excel

Search Results

Total # of tickets

Click on ticket ID to view details

Sub Tabs for Individual Ticket

Each Ticket has Sub Tabs for viewing or updating contents and managing state• General• Workflow• Customer Update• Summary

General Tab

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

Summary Tab

The Summary TabCombines content of General, Workflow

and Customer Update Tabs

Report Summary

• Report tab contains statistics of all tickets in the system – By Company– By Status

LogoutLogout of SERT

Re-Login