SirsiDynix Client Care Email Procedures
ADDRESS
Sirsi Client Care Center <clientcare@sirsi.com>
SUBJECT
Create a New Incident: NEW code
Update Existing Incident: UPDATE incident id
Instructions for Requesting E-mail Support from Client Care http://www.sirsi.com/uhtbin/custinfo/Cccinfo/
1. To request a new incident be created via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax of new in the subject line followed by your 5-digit Client Care Code:
Subject: new 54321
c. SirsiDynix has provided an incident form that can be used as a guideline when creating/opening a new incident. Within the body of the
e-mail message please provide a description of your Client Care E-mail Support request.
Description: The contents of the e-mail message are inserted into a new incident that is created for site with a Client Care Code of 54321.
Acknowledgement: A receipt e-mail is sent to either the person who made the request or the group alias if defined. This acknowledgment includes the new Incident ID that has been assigned to your site, and the original description.
2. To request a status on open incidents for your site via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax sitestatus in the subject line followed by your 5-digit Client Care Code:
Subject: sitestatus 54321
Description: This request returns a list and brief description of all incidents that have a status of open for site with a Client Care Code of 54321.
Acknowledgment: A receipt e-mail is sent to either the person who made the request or the group alias if defined. This acknowledgment lists incidents that are considered open by the CRM System. The list is composed of the following columns: date the incident was opened, the Incident ID, the incidents status, and the short description. An individual summary of each incident appearing on the list follows. The brief summary includes additional information such as: priority, assigned consultant, and the most recent update associated with the incident.
3. To request a brief status of a specific incident via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax of briefstatus in the subject line followed by a specific Incident ID:
Subject: briefstatus 12345
Description: This request returns the original description of the incident, and the most recent update to the incident. With this command you can find out the current status of any incident (either opened, or closed) in the CRM System.
Acknowledgment: A receipt e-mail is sent to either the person who made the request or the group alias if defined. This acknowledgment includes the Incident ID, date opened, priority, assigned consultant, short description, original problem description, and the most recent update for incident 12345.
4. To request a status of a specific incident via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax of status in the subject line followed by a specific Incident ID:
Subject: status 12345
Description: This request returns the status of a specific incident (either opened, or closed) maintained in the CRM System.
Acknowledgment: A receipt e-mail is sent to either the person who made the request or the group alias if defined. This acknowledgment includes the date the incident was opened, the date the incident was closed (if applicable), and related updates presented in descending order (most recent to original description).
5. To request an incident be updated via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax of update in the subject line followed by a specific Incident ID:
Subject: update 12345
c. Within the body of the e-mail message provide any additional information that you would like to have appended to this incident.
Description: The contents of the e-mail request are added to the incident. When this is done, the E-mail Support System automatically notifies the Client Care representative who is assigned to the incident.
Acknowledgement: A receipt e-mail is sent to either the person who made the request or the group alias if defined. This acknowledgement will include the Incident ID, date opened, priority, assigned consultant, original problem description, and the most recent update for incident 12345.
6. To request that a specific incident be closed via the Client Care E-mail Support System:
a. Send an e-mail to clientcare@sirsidynix.com
b. Place the keyword syntax of close in the subject line followed by a specific Incident ID:
Subject: close 12345
c. At your discretion, within the body of the e-mail message you may provide a reason for closing the incident. This text will be put into the incident resolution.
Description: This request will close the specified Incident ID, when you determine that the incident has been resolved to your approval or that the issue is no longer deemed a problem.
Acknowledgement: The CRM (Customer Relationship Management) System will notify either the person who made the request or the group alias if defined that the incident has been closed. This acknowledgement also contains the Incident ID. The Client Care E-mail Support System will also send a receipt e-mail to either the person who made the request or the group alias if defined. This receipt e-mail contains the Incident ID, priority, assigned consultant, original description and the resolution for the closed incident.
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