Service coordinator responsibilities, Determining problem severity, Placing a service call – Ricoh INFOPRINT XT GLD0-0025-01 User Manual
Page 111: Determining the version of infoprint xt, Service, Coordinator, Responsibilities, Determining, Problem, Severity
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Service
coordinator
responsibilities
It
is
your
responsibility
to
provide
a
service
coordinator
for
InfoPrint
XT.
The
service
coordinator
must
be
a
knowledgeable
Windows
system
support
person.
The
service
coordinator
does
these
tasks:
v
Screens
all
on-site
problems
before
reporting
them
to
make
sure
that
the
problem
is
not
a
result
of
an
operator
error.
The
coordinator
uses
the
troubleshooting
information
in
this
publication
to
do
diagnostic
tasks
and
corrects
any
condition
that
the
troubleshooting
information
addresses.
The
coordinator
also
makes
sure
that
the
problem
is
not
a
previously
reported
problem.
v
Establishes
the
severity
for
a
reported
problem
using
the
severity
definitions
that
the
next
topic
lists.
v
Assists
technical-support
representatives
in
analyzing
new
problems.
v
Applies
and
verifies
fixes
that
InfoPrint
Solutions
Company
supplies.
The
service
coordinator
tests
all
fixes
before
releasing
them
to
their
production
environment.
Determining
problem
severity
InfoPrint
Solutions
Company
supplies
fixes
for
all
valid
defects
in
InfoPrint
XT.
A
technical-support
representative
and
your
service
coordinator
assign
a
severity
to
each
valid
defect
using
this
criteria:
Severity
1
Function
is
inoperable.
Severity
2
Function
is
operable,
but
has
severe
restrictions.
Severity
3
Function
is
operable
with
minor
impact,
or
a
work-around
is
available.
Severity
4
Function
is
operable
with
little
or
no
impact.
Placing
a
service
call
To
report
a
problem,
call
1-800-IBM-SERV.
Make
sure
that
you
have
the
customer
number
for
your
account
available.
The
program
identification
(PID)
for
InfoPrint
XT
is
5799-RZA
and
the
component
ID
is
5799RZA00
.
Determining
the
version
of
InfoPrint
XT
To
determine
the
version
of
the
InfoPrint
XT
software:
1.
Click
Start→Control
Panel→Add
or
Remove
Programs
.
2.
After
the
list
of
programs
displays,
select
the
entry
for
InfoPrint
XT
and
then
click
the
support
information
link.
Chapter
7.
Troubleshooting
InfoPrint
XT
91