Translations:Technical support service/4/en: различия между версиями

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(Новая страница: «== '''Ticket (Request) Statuses''' == The status of a request is displayed at the top right of the user's request. thumb|center| Example of request status display.|800px The following statuses exist: * Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue. * Dev waiting - an error in the application's source code has been confir...»)
 
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== '''Ticket (Request) Statuses''' ==
== '''Ticket (Request) Statuses''' ==
The status of a request is displayed at the top right of the user's request.
The statuses of a request are displayed at the top right of the user's request.
[[File:Статус_заявки.png|thumb|center| Example of request status display.|800px]]
[[File:получение статуса.png|thumb|center| Example of request status display.|800px]]
The following statuses exist:
The following statuses exist:
* Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue.
* Open - the request is open and work is expected to be done.
* Dev waiting - an error in the application's source code has been confirmed. The technical support staff is waiting for this error in the source code to be resolved and for the release of a new version. After the release of a new version of the client application, the technical support staff will contact you to update the client application component with the specified problem.
* 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.
* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
* Feedback waiting - is set after the necessary actions that were supposed to solve the user's problem, according to the technical support staff.
* 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.
{{Note|After receiving the "Feedback waiting" status, the user will see a clickable "Done" 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. Performing the actions described above, the system automatically changes the status to "Done" (completed).
== <span id="afterFeedbackWaitingStatus">'''After Receiving "Awaiting Feedback" Status''' </span>==
If the problem was not solved, the user can click on the "Customer reopen case" line and write a comment in the window that appears.
{{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".
[[File:2_строки.png|thumb|center| Example of the "Done" line display|800px]]|warn}}
If the problem was not solved, the user can click on the "Reopen Task" line and write a comment in the window that appears.
* Reopen - is set by the system if the request with the issue was not resolved according to the user.
[[File:Новые статусы пользователя.png|thumb|center| Example of the "Mark as Completed" line display|800px]]|warn}}
* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
* 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.
{{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}}
{{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}}

Текущая версия от 12:17, 21 марта 2024

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Определение сообщения (Technical support service)
== '''Статусы тикета (заявки)''' ==
Статусы заявки отображаются на заявке пользователя сверху справа.
[[File:получение статуса.png|thumb|center| Пример отображение статуса заявки.|800px]]
Существуют следующие виды статусов:
* Открыт - запрос открыт, по нему ожидаются работы.
* Выполняется - на данный момент специалист технической поддержки выполняет работу над запросом и занимается поиском решения проблемы. Ожидайте ответа по данной проблеме.
* Ожидание разработки - подтверждена ошибка в исходном коде приложения. Ожидания исправления/улучшения от отдела разработки.
* В ожидании - обозначает ожидание реализации решения на стороне платформы SmartPlayer.
* Ожидается обратная связь - сообщает об ожидании обратной связи сотрудником технической поддержки от пользователя, после проведения необходимых действий, которые должны были привести к решению проблемы.
== <span id="afterFeedbackWaitingStatus">'''После получения статуса "Ожидается обратная связь"''' </span>==
{{Note|После получения статуса "Ожидается обратная связь", у пользователя появиться кликабельная строка "Отметить как выполненное". Данная строка позволяет закрыть заявку пользователю, по нажатию, 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 "Отметить как выполненное". 
Если же проблема не была решена, пользователь может нажать на строку "Повторно открыть задачу" и написать комментарий в появившемся окне.
[[File:Новые статусы пользователя.png|thumb|center| Пример отображение строки "Отметить как выполненное"|800px]]|warn}}
* Вновь открыт - устанавливается системой в случае, если заявка с проблемой не была решена по мнению пользователя.
* Сделанный - задача была проработана специалистом технической поддержки и предложенное решение закрыло проблему пользователя.
{{Note|После установки одного из указанных выше статусов сотрудником технической поддержки, пользователь, создавший заявку более не сможет закрыть ее.|warn}}

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.
Источник — https://wiki.smartplayer.org/index.php?title=Translations:Technical_support_service/4/en&oldid=11924