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Collections Management
KE EMu Support:● What is it?
● How to make the most of it.
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Collections Management
KE EMu Support
2 September 2005
Support: What is it?
Correct errors within EMu Upgrades Continued dialog between KE and the
Customer
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Collections Management
KE EMu Support
2 September 2005
Forms of Support: Phone
Immediate access to Support staff (between 9:00AM and 5:30PM Weekdays)
KE Hold Music???
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Collections Management
KE EMu Support
2 September 2005
Forms of Support: e-mail
24 hour access Support items are assigned a ticket number Tickets can be prioritised Tickets are persistent within the system until
item is marked as “Resolved” Support team monitor all e-mails Tickets easily transferable (escalated to
Developers)
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Collections Management
KE EMu Support
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Collections Management
KE EMu Support
2 September 2005
Support: Other Sources
http://www.kesoftware.com/emu/support.html
KE EMu Help (bundled with EMu 3.1) EMuUsers.org
FAQs EMu Training booklets
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Collections Management
KE EMu Support
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Collections Management
KE EMu Support
2 September 2005
Support: Making Most of It
Providing details...The more information the better!
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Collections Management
KE EMu Support
2 September 2005
Support: Making Most of It EMu Client/Server details…
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Collections Management
KE EMu Support
2 September 2005
Support: Making Most of It Other details…
Module Name, Tab, fieldMode (query/display/edit or all)EMu user/group (ie. Herpetology, Mammalogy)Example IRNsSteps to reproduce the problemSeverity (ie. is there a workaround?)Pictures are very helpful (error messages)
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Collections Management
KE EMu Support
2 September 2005
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Collections Management
KE EMu Support
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Melbourne
Hannah “The Tele-marketer Assassin” Rochester
• Please don’t ring and try to sell her anything.
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Melbourne
Yanwei “The Ticket-Terminator” Chen
• Makes the best chicken wings at KE. Ask her for the secret recipe…
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Melbourne
Luca “The Lifesaver” Vari
• Pity his darts skills aren’t as good as his coding!!
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Melbourne
Helena “The Rookie” Sukmawijaya
• KE Melbourne’s latest recruit
• Likes sushi and going to the beach
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Melbourne
Paul “Teddy-Bear” O’Doherty
• Parts: Unknown• Weight: Unknown
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Sydney
Martin “Cheeky” Joujou• Qualifications too
impressive to show here
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Collections Management
KE EMu Support
2 September 2005
Support Staff: Sydney
Michael Green• KE latest Sydney recruit