(Новая страница: «== '''Situation Description''' == Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article. == '''First Step''' == Upon encountering an issue with the SmartPlayer platform, the first thing a...»)
Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article.
Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article.
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{{Note|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
{{Note|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
[[File:Процесс_регистрации тех под.png|thumb|center| Example of the account registration window display on the technical support portal.|800px]]|warn}}
[[File:Процесс_регистрации тех под.png|thumb|center| Example of the account registration window display on the technical support portal.|800px]]|warn}}
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=== '''List of Solvable Issues''' ===
=== '''Список решаемых проблем''' ===
After logging into the technical support portal, users will be presented with a new window offering various assistance options.
После на портале технической поддержки пользователю откроется новое окно с предлагаемыми вариантами помощи.
[[File:Списки для помощи.png|thumb|center| List of assistance options provided by the technical support portal.|800px]]
[[File:Возможные_варианты_помощи.png|thumb|center| Список возможностей, которыми может помочь портал технической поддержки.|800px]]
The list includes the following options:
В список данных вариантов входят следующие возможности:
# Server installation request
# Заявка на установку сервера
# Suggest a new feature (with an option to report a new feature)
# Предложить новую функцию (с предложением сообщить о новой функции)
# Report a bug (notify technical support about an existing issue)
# Сообщить о баге (оповестить техническую поддержку об имеющейся проблеме)
# Request a quote for customization/integration (for projects that require functionality currently not available on the platform)
# Заявка на расчет стоимости доработки/интеграции (для проектов, которым требуется функционал, отсутствующий в платформе на данный момент)
== '''"Report an Error" Section''' ==
== '''Раздел "Сообщить о баге"''' ==
The "Report an Error" section is key and most frequently used by users. Due to a lack of knowledge about the rules for working with this category, problems arise in the interaction between users and technical support specialists.<br>
Раздел "Сообщить о баге" является ключевым и наиболее часто используется пользователями. Из-за незнания правил работы с данной категорией возникают проблемы во взаимодействии между пользователями и специалистами технической поддержки.<br>
After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.
После перехода в категорию "Сообщить о баге" пользователю открывается новая страница, в которой он должен заполнить информацию о проблеме.
[[File:Заполнить ошибку.png|thumb|center| Example of displayed parameters when describing an error.|800px]]
[[File:Пример_заполняемых_данных_об_ошибке.png|thumb|center| Пример отображаемых параметров при описании ошибки.|800px]]
The information to be filled in includes:
В качестве заполняемой информации используется:
* Subject (brief description of the problem)
* Тема (краткое описание проблемы)
* Error details (providing more comprehensive information about the error)
* Подробности об ошибке (предоставление более полной информации об ошибке)
* Attachment (option to add various files that can help identify and understand the error)
* Вложение (возможность добавлять различные файлы, которые помогут опознать и разобраться в ошибке)
* Share with (allows sharing information about the problem with another user)
* Поделиться с (позволяет поделиться с другим пользователем информацией о проблеме)
* Project name
* Название проекта
* Impact (choice based on the level of impact on the system)
* Влияние (выбор по степени влиянию работы на систему)
* Detailed description (includes details about the problem and steps for its reproduction, expected result, actual result)
* Детальное описание (включает в себя: подробности о проблеме и шагах для ее воспроизведения, ожидаемый результат, фактический результат)
* Operating system (needs to be selected from the provided list)
* Операционная система (необходимо выбрать из представленного списка)
* Server type (needs to be selected from the provided list)
* Тип сервера (необходимо выбрать из предоставленного списка)
* Test environment (specifies the version of the application being used)
* Тестовая среда (указывается версия используемого приложения)
* After completing all the data on the page, users need to click the "Submit" button at the bottom of the page.
После завершения заполнения всех данных на странице пользователю необходимо нажать кнопку "Отправит", которая находится внизу страницы.
{{Note|Mandatory fields are marked with an asterisk ("*")|warn}}
{{Note|Обязательными к заполнению являются те поля, который помечены звёздочкой ("*")|warn}}
{{Note|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.|warn}}
{{Note|Чем больше информации пользователь заполнит на данной странице, тем больше вероятность быстрого разрешения проблемы.|warn}}
=== '''Created Request''' ===
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{{Note|After creating a request, the user will receive comments from the technical support department.|warn}}
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After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.
=== '''Созданная заявка''' ===
[[File:готовая заявка.png|thumb|center| Example of a created request.|800px]]
{{Note|После создания заявки пользователь будет получать комментарии от отдела технической поддержки.|warn}}
The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to move to the right side of the screen and click on the "Mark as Completed" line.
После нажатия кнопки "Отправить" у пользователя обновится страница и появится заявка с собранной ранее информацией о проблеме.
[[File:Отметить как выполнено.png|thumb|center| Example of the option to close a request.|800px]]
[[File:Пример_созданной_заявки.png|thumb|center| Пример созданной заявки.|800px]]
{{Note|Only the user who created the request can close it.|warn}}
Пользователь может взаимодействовать с заявкой и, например закрыть ее сразу, если она была создана случайно или данные в заявке указаны неправильно. Для этого ему необходимо перейти в правую часть экрана и нажать на строку "Отметить, как выполненное".
{{Note|The option to close a request is available only for certain statuses.|warn}}
[[File:Закрытие_заявки.png|thumb|center| Пример возможности закрыть заявку.|800px]]
=== '''Ticket ID (Request ID)''' ===
{{Note|Только пользователь, который создал заявку, может её закрыть.|warn}}
After creating a request, it will be assigned its own unique number in the system, referred to as "ID". With this ticket ID (request ID), the technical support specialist will be able to find the user's request.
{{Note|Возможность закрыть заявку пользователю, существует только для определенных статусов.|warn}}
[[File:Индентификатор заявки.png|thumb|center| Example of displaying the ticket ID (request ID).|800px]]
=== '''ID-тикета (заявки)''' ===
{{Note|When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. Otherwise, the response to the user's query, which does not include the request ID, may be delayed.
После создания заявки ей присвоится свой специальный номер в системе, который именуется как "ID". С помощью данного ID-тикета (заявки) специалист технической поддержки сможет найти заявку пользователя.
Examples of user questions:
[[File:Id_заявки.png|thumb|center| Пример отображение ID-тикета (заявки).|800px]]
A good question that can receive a prompt response about the problem:<br>
{{Note|При общении со специалистом технической поддержки/менеджером рекомендуется использовать для распознавания конкретной заявки ее ID. В других случаях ответ на запрос пользователя, в котором не указан ID-заявки может затянуться.
'''''"Good day, could you tell me the status of the issue SPSUP-1503?"'''''<br>
Примеры пользовательских вопросов:
An unsuccessful question, the answer to which may not be prompt and may require additional information from the user: <br>
Хороший вопрос, на который можно получить оперативный ответ о проблеме:<br>
'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
'''''"Добрый день, вы не подскажете как обстоят дела по проблеме SPSUP-1494?"'''''<br>
'''''"Could you tell me if the bug with Android has been resolved?"'''''|warn}}
Неудачный вопрос, ответ на который может быть не оперативным и требующим дополнительной информации от пользователя: <br>
== '''Ticket (Request) Statuses''' ==
'''''"Здравствуйте, что там с ошибкой по Samsung-ам?"'''''<br>
The statuses of a request are displayed at the top right of the user's request.
'''''"Не подскажите, решился баг по Android-у?"'''''|warn}}
[[File:получение статуса.png|thumb|center| Example of request status display.|800px]]
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The following statuses exist:
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* Open - the request is open and work is expected to be done.
== '''Статусы тикета (заявки)''' ==
* In progress - the technical support specialist is currently working on the request and searching for a solution to the problem. Please wait for a response to this issue.
Статусы заявки отображаются на заявке пользователя сверху справа.
* Awaiting development - an error in the application's source code has been confirmed. Waiting for a fix/improvement from the development department.
[[File:Статус_заявки.png|thumb|center| Пример отображение статуса заявки.|800px]]
* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
Существуют следующие виды статусов:
* Awaiting feedback - indicates that the technical support staff is waiting for feedback from the user after carrying out the necessary actions that were supposed to solve the problem.
* Work in progress (в работе) - на данный момент специалист технической поддержки занимается поиском решения проблемы. Ожидайте ответа по данной проблеме.
* Dev waiting - подтверждена ошибка в исходном коде приложения. Сотрудник технической поддержки ожидает решения этой ошибки в исходном коде и релиза новой версии. После выпуска новой версии клиентского приложения сотрудник технической поддержки свяжется с вами для обновления компонента клиентского приложения с указанной проблемой.
{{Note|After receiving the "Awaiting Feedback" status, the user will see a clickable "Mark as Completed" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. After performing the previously described actions, the system automatically changes the status to "Mark as Completed".
* Pending - обозначает ожидание реализации решения на стороне платформы SmartPlayer.
If the problem was not solved, the user can click on the "Reopen Task" line and write a comment in the window that appears.
* Feedback waitng - устанавливается после проведения необходимых действий, которые должны были привести к решению проблемы пользователя, по мнению сотрудника технической поддержки.
[[File:Новые статусы пользователя.png|thumb|center| Example of the "Mark as Completed" line display|800px]]|warn}}
{{Note|После получения статуса "Feedback waiting", у пользователя появиться кликабельная строка "Done". Данная строка позволяет закрыть заявку пользователю, по нажатию на нее, в случае если предоставленное решение исправило проблемную ситуацию и написать комментарий о работе специалистов технической поддержки. Совершив ранее описанные действий система автоматически переводит статус в "Done" (выполнено/завершено).
* Reopened - is set by the system if the request with the issue was not resolved according to the user.
Если же проблема не была решена, пользователь может нажать на строку "Customer reopen case" и написать комментарий в появившемся окне.
* Completed - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
[[File:2_строки.png|thumb|center| Пример отображение строки "Done"|800px]]|warn}}
{{Note|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.|warn}}
* Reopen (Открыто повторно) - устанавливается системой в случае, если заявка с проблемой не была решена по мнению пользователя.
=== '''Lack of Response in "Awaiting Feedback" Status''' ===
* Done - задача была проработана специалистом технической поддержки и предложенное решение закрыло проблему пользователя.
If the user does not leave a comment after the technical support specialist has set the "Awaiting Feedback" status, then after two weeks (14 days), the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Completed".
{{Note|После установки одного из указанных выше статусов сотрудником технической поддержки, пользователь, создавший заявку более не сможет закрыть ее.|warn}}
== '''Quality Assessment of Interaction with Technical Support''' ==
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Within a few minutes after the completion of work on the request (receiving the "Completed" status), the user will receive an email asking them to rate their interaction with the support team (on a five-point scale). Clicking on any rating will take the user to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with the technical support team. The comment left by the user will help improve interaction with technical support.
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[[File:Оценка_взаимодействия.png|thumb|center| Feedback window with ratings.|800px]]
=== '''Отсутствие ответа в статусе "Feedback waiting"''' ===
{{Note|To see this email, the user needs to log into the email they used to create the request on the technical support portal. |warn}}
Если пользователь не оставляет комментарий после установки специалистом технической поддержки статуса "Feedback waiting", то через две недели (14 дней) заявка автоматически будет закрыта системой. То есть система автоматически выставит заявке статус "Done".
== '''Final Outcome''' ==
== '''Оценка качества взаимодействия с технической поддержкой''' ==
Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and procedures for correctly resolving user errors.
После завершения работы с заявкой пользователя (получения статуса "Done") пользователю на e-mail придет письмо, в котором попросят оценить ощущения от взаимодействия с командой поддержки (по пятибалльной шкале). Нажав на любу. оценку пользователя перенесет на портал технической поддержки, где необходимо еще раз выставить оценку (по пятибалльной шкале) и дать комментарии об опыте взаимодействия с технической поддержкой. Оставленный пользователем комментарий поможет улучшить взаимодействие с технической поддержкой.
[[File:2_оценки.png|thumb|center| Окно обратной связи с оценками.|800px]]
{{Note|Для того чтобы увидеть данное письмо пользователю необходимо войти в e-mail, которую он использовал для создания заявки на портале технической поддержки. |warn}}
== '''Итоговый результат''' ==
Пользователи знают и понимают, как взаимодействовать с порталом технической поддержки и специалистами технической поддержки. Он понимает правила и порядок действия для корректного решения ошибки пользователя.
Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article.
First Step
Upon encountering an issue with the SmartPlayer platform, the first thing a user should do is visit the technical support portal, available at link
On the first visit to the portal, the system will ask the user to log in. For authentication, the user needs to enter the login (e-mail) and password of the account linked to their company.
Example of the authorization window display on the technical support portal.
If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
Example of the account registration window display on the technical support portal.
List of Solvable Issues
After logging into the technical support portal, users will be presented with a new window offering various assistance options.
List of assistance options provided by the technical support portal.
The list includes the following options:
Server installation request
Suggest a new feature (with an option to report a new feature)
Report a bug (notify technical support about an existing issue)
Request a quote for customization/integration (for projects that require functionality currently not available on the platform)
"Report an Error" Section
The "Report an Error" section is key and most frequently used by users. Due to a lack of knowledge about the rules for working with this category, problems arise in the interaction between users and technical support specialists.
After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.
Example of displayed parameters when describing an error.
The information to be filled in includes:
Subject (brief description of the problem)
Error details (providing more comprehensive information about the error)
Attachment (option to add various files that can help identify and understand the error)
Share with (allows sharing information about the problem with another user)
Project name
Impact (choice based on the level of impact on the system)
Detailed description (includes details about the problem and steps for its reproduction, expected result, actual result)
Operating system (needs to be selected from the provided list)
Server type (needs to be selected from the provided list)
Test environment (specifies the version of the application being used)
After completing all the data on the page, users need to click the "Submit" button at the bottom of the page.
Mandatory fields are marked with an asterisk ("*")
The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.
Created Request
After creating a request, the user will receive comments from the technical support department.
After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.
Example of a created request.
The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to move to the right side of the screen and click on the "Mark as Completed" line.
Example of the option to close a request.
Only the user who created the request can close it.
The option to close a request is available only for certain statuses.
Ticket ID (Request ID)
After creating a request, it will be assigned its own unique number in the system, referred to as "ID". With this ticket ID (request ID), the technical support specialist will be able to find the user's request.
Example of displaying the ticket ID (request ID).
When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. Otherwise, the response to the user's query, which does not include the request ID, may be delayed.
Examples of user questions:
A good question that can receive a prompt response about the problem: "Good day, could you tell me the status of the issue SPSUP-1503?"
An unsuccessful question, the answer to which may not be prompt and may require additional information from the user: "Hello, what's the status of the error with Samsungs?"
"Could you tell me if the bug with Android has been resolved?"
Ticket (Request) Statuses
The statuses of a request are displayed at the top right of the user's request.
Example of request status display.
The following statuses exist:
Open - the request is open and work is expected to be done.
In progress - the technical support specialist is currently working on the request and searching for a solution to the problem. Please wait for a response to this issue.
Awaiting development - an error in the application's source code has been confirmed. Waiting for a fix/improvement from the development department.
Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
Awaiting feedback - indicates that the technical support staff is waiting for feedback from the user after carrying out the necessary actions that were supposed to solve the problem.
After Receiving "Awaiting Feedback" Status
After receiving the "Awaiting Feedback" status, the user will see a clickable "Mark as Completed" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. After performing the previously described actions, the system automatically changes the status to "Mark as Completed".
If the problem was not solved, the user can click on the "Reopen Task" line and write a comment in the window that appears.
Example of the "Mark as Completed" line display
Reopened - is set by the system if the request with the issue was not resolved according to the user.
Completed - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.
Lack of Response in "Awaiting Feedback" Status
If the user does not leave a comment after the technical support specialist has set the "Awaiting Feedback" status, then after two weeks (14 days), the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Completed".
Quality Assessment of Interaction with Technical Support
Within a few minutes after the completion of work on the request (receiving the "Completed" status), the user will receive an email asking them to rate their interaction with the support team (on a five-point scale). Clicking on any rating will take the user to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with the technical support team. The comment left by the user will help improve interaction with technical support.
Feedback window with ratings.
To see this email, the user needs to log into the email they used to create the request on the technical support portal.
Final Outcome
Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and procedures for correctly resolving user errors.
