Instructions for use

Instructions for using K2 Helpdesk.

- K2 IS Discussion forum

- K2 IS Technical forum

- Error reporting

- Customer support

- K2 IS New features

K2 IS Discussion forum

It is intended for a wide range of K2 Users. Various topics, advices, tutorials and experiences are published here.

Topics in Discussion forum should have long-term character and should concern, as far as possible, all K2 Users.

In Discussion forum, there should not be questions about client specific settings, errors and requests for new functionality.

K2 IS Technical forum

It is defined for consultants, programmers and trained administrators, who make K2 IS program edits themselves.

All tutorials and notifications concerning script techniques, data access etc. are posted in this forum. At the same time, it is expected to share the experiences among all the participants in the forum.

Discussion and Technical forum

Error reports

Errors are recorded here, as soon as they are discovered. So, not after their removal, but immediately upon detection. Thus, it is possible to have information about the version, where errors were discovered and whether they were and in which version they were removed.

Only K2 worker, who is entrusted with this task, besides this also on the basis of customer support, can enter a record here.

Customer support

It is intended for direct communication between a client and his/her particular consultant, service worker or customer support worker. In customer support, clients see only topics related to their company and cannot see communication of other clients.

All communication between K2 workers and clients should be just through customer support. The reason is to give records about request reports and their solution, evaluate response time, or possibly to intensify solutions to be sufficiently quickly solved.

It is possible to enter through Customer support:

- any individual client requests – wishes, question,…..
- K2 errors reporting
- -requests for New features-------

Customer support service worker evaluates what type the requirement is, and in case Error reporting or Request for new features deals with K2 standard, then he/she ensures to register this requirement into errors and new features.

In Customer support, the service workers are required to solve the problém in the shortest possible time.

In case of „Error“ type of requirement, it is necessary to set the importance. You can set up the classification that includes following categories:

A category

• Error prevents K2 running and as well
• Error causes critical customer process to stop and as well
• Error can’t be avoided by another process and as well
• Error is displayed to all users using the functionality

B category

• Error prevents K2 running and as well
• Error can be repeated and as well
• Error can’t be avoided by another process

C category

• Error that is not A or B category

In case, customer cannot classify the error, set it for „C category“.

K2 IS New features

All new released K2 functions are published here. In some cases, the requirements for the new K2 function may be included in this section. In this case, it will be possible to monitor the state of its development.