nocnett
Service Request Logging Process

A "Service Request" is originated by an incoming technical phone call, fax or email.

The Service Request (SR.) can be Technical or Non-Technical. Non Technical requests are directly routed by the "CA nocnett Specialist" to the appropriate department or person. Any Technical SR. (i.e. to be solved or answered by a technical staff, including the nocnett specialist) must be logged into the nocnett support management system,"NSMS", either by the "nocnett specialist" or by a CA Engineer. The primary goal is to ensure that all SRs are logged, thus we prefer all calls to be handled by CA nocnett specialists.

For critical service requests contact our nocnett service support team at 1-877-nocnett. Once contacted our team will log the issue into our system and begin the initial technical information gathering, the calls are directed, by the nocnett Specialist, to the appropriate business unit, based on the product the request is related to.

To log the call, the nocnett specialist will get the following information from the customer:

  1. Company Name
  2. Requester Name
  3. Product origin of the Request (including Product Release, Platform and Operating System version)
  4. Criticality of the Request (Critical, Important or Inconvenient)
  5. Short description of the request (up to 80 characters, can contain an internal customer reference number)
  6. Long description (including any details provided by the customer) CA

Terms and Definitions.

CA Specialist
A Non-technical Customer Support Specialist, who is responsible for call tracking and solving non-technical issues.

Application Engineer
Provide specific product expertise to solve your technical questions.

Service Request Number
A reference number to be used for tracking and follow up.

PCR
Product Change Request. Submitted to R+D for further testing e.g. bug/enhancement of tool etc

CA OneLink
Computer Assets’ OneLink is the on-line bulletin board system for CA customers who have a valid maintenance contract. By accessing OneLink using your own personal user name and password, customers are able to download application notes and up-to-date product information and listings of quick fixes to common problems.

To subscribe to OneLink or contact your local Computer Assets Specialist who will submit the request to the nocnett OneLink team.