Kbase P5304: Where is the XML Mapping B2B Functions Documented?
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
11/25/2003 |
|
Status: Unverified
FACT(s) (Environment):
Where is the XML Mapping B2B functions documented
FACT(s) (Environment):
Progress 9.x
FIX:
There is no docs on these features
NEGATEDFIX:
When resolving or closing a call in Quantum, the TSE is prompted for an Action Taken. This information has to reflect what the TSE has done to solve this particular issue. It does not need to reflect where the solution is, but what he/she has done.
BUG New or known bug. No workaround provided.
A new bug has been logged, or the customer is facing a
known bug (the call has been linked to that bug).
Unfortunately the TSE couldn't provide a workaround for
the customer. As the call is being closed, the bug has
a CIL of 3, 4 or 5.
BUG-W/A Provided workaround to bug/feature.
The problem that the customer is having is reported as
a bug (new or existing) and a valid workaround has been
provided.
CUSTOMER The customer found solution/error himself.
The issue was resolved by the customer himself.
Depending on the call details this can or can not be
considered a TSE fault.
DENIED Denied support.
Support has been denied because:
- The customer has no maintenance contract.
- It is an end user who is calling.
- Other reasons given by sales office.
When support is denied the TSE has to agree it with
the sales office.
DOC Solution found in the documentation.
The TSE found the solution in the Progress manuals or
other Progress official documentation (notice that the
Progress Knowledge has its own code).
DUPLIC Duplicate issue.
There is another call already open for this same issue.
Please indicate the other call reference in the Action
Log.
ENHANCE Enhancement Request.
The TSE has suggested to the customer to log
the issue as an enhancement via the Enhancement
Request System on the Progress TechSupport Web
site.
KBASE Solution found in the KnowledgeBase.
The TSE has found the solution in the Progress
Knowledge Base. Or the TSE knew the solution from the
top of his head but had to send a KBase entry to the
customer.
PATCH Patch or media replacement.
A patch has been ordered or the customer will download
a patch from the Web page. The TSE is certain that this
patch solves the problem.
R-3RDPTY Referred to a third party company.
The issue has not been resolved because it belongs to
a third party company, like Crescent, IONA or an OS
Vendor, for example.
R-ADMIN Referred to Sales Administration.
The issue has not been resolved because it belongs to
the sales administration office.
R-CONSUL Referred to Consultancy.
The issue has not been resolved because it is beyond
the scope of Technical Support. The customer should buy
some consultancy.
R-EDUCAT Referred to Education.
The issue has been resolved. However this customer
would badly benefit from a training course. Sales
offices should be notified about calls closed with this
code.
R-ISV Referred End User to ISV.
The customer has been referred to his ISV because the
issue is not in the scope of Progress Technical
Support. QAD and Symix are examples of big ISV's.
R-MKTING Referred to Marketing or Product Management
The issue has not been resolved because it belongs
to the Marketing or Product Management departments.
R-PRESAL Referred to Pre-Sales Department.
The issue has not been r.esolved because it belongs
to the pre-sales department.
R-SALES Referred to Sales Department.
The issue has not been resolved because it belongs
to the sales office.
R-T/AMER Referred to Americas Support Center.
The customer has been referred to the appropriate
Support Center.
R-T/ASIA Referred to AsiaPac Support Center.
The customer has been referred to the appropriate
Support Center.
R-T/EMEA Referred to EMEA Support Center.
The customer has been referred to the appropriate
Support Center.
SOLVED Provided tested/known solution.
The customer had a problem and the TSE came up with
a solution. The solution is not that simple as
citing a manual page or a KBase, but the TSE did
some research and/or tests and provided an approach
to the customer which he is certain will work.
SUGGEST Provided untested suggestion.
The customer had a problem and the TSE provided an
approach to solve it, however the TSE didn't have a
chance to test it himself.
UNREACH Customer is not reachable.
The TSE has tried more than three times to reach the
customer using different means (e-mail, phone, fax)
but it has been impossible to get hold of him.
UPGRADE Later release solves the problem.
The problem the customer is having is solved in the
next release of Progress or operating system. An
upgrade has been suggested and the customer has
accepted it.
OTHER Other action taken..