Objectives

After learning this course, you can:

Be familiar with the method of submitting ITR case;

Provide necessary information in response to the problem, reducing the waste of time in collecting information back and forth.

Form your own judgment about what information might be helpful in problem solving.


【Case Type】

When submitting a question, please select the correct Case Type

1. Pre-sales issues: Product consulting, PK solution, solutions

2. Technical issues: on-site TS (problem or requirement on-site Technical Support)

3. Quality issues: Product Quality Issue, Product Test & Acceptance

Product quality problems:  Products can not meet the specifications, including material problems, software and hardware failures, software platform problems, appearance, label problems, configuration problems, water mist or water intake, and other issues, etc. 

Product Test & Acceptance: Products Dead on Arrivial

【On-site TS】

1. Enter case topic

2. Enter customer name

3. Fill in the product model related to the required questions. Provide correct and complete models, if uncertain please offer PN and SN in description.

4. To fill in the firmware version, you need to fill in the detailed version number and version time

Firmware Version

1. Firmware version: such as DH_NVR4XXX-4KS2_MultiLang_V3.216.0000002.0.R.190102.zip

2. It is better to provide full name of firmware. You can search in GDP 

3. If it involves the problem of docking with other product lines, it is necessary to provide the docking product model and firmware version

Fill in the required fields with * according to the actual situation

 Fill in Description 

1. Briefly describe the field problem

2. The operation of how to reproduce the problem

The problem frequency (if it happens random, how is the frequency). Whether it is a common or individual problem.

3. Initial trouble-shooting on-site

4. If the client provides a remote environment, you can send it by email to prevent the problem from being stuck in the process.

Upload attachment

Collect the relevant information, include snapshot, video, capture package files and so on.

If you upload attachment, please rename the file name or indicate the content of each attachment. For example, Attachment 1 is the normal video, Attachment 2 is the abnormal video. Attachment 3 is the capture package of the problem recurring, device IP, platform IP.

【Product Quality Issue】

1. Enter case topic

2. Enter customer name

3. Fill in the product model related to the required questions

4. To fill in the status

【Product Quality Issue】

1. Fill in the order number of the defective products

2. Enter the number of failed products

3. Fill in the total product quantity

4. Enter the fault product serial number

5. Describe the product failure phenomenon, describe the product failure environment, it is best to take a video or photo to show the problem

1. Input equipment part number

2. Fill in the site environment, including power supply voltage, etc.


【Product Test & Acceptance】

Fill in the same way as the Product Quality Issue


【Good example】

With detail and clear description.

The initial trouble-shooting on-site and the test firmware version.

Offer the serial port printing and problem video. 


【Bad example】

No detail description. Just some Remote information.


Summary

Understand the submission specifications for different types of ITR cases.

How do we describe the product problem we‘re having and how do we let second-line technicians know about the problem you’re having.

Please try your best to fill in complete and comprehensive information, so as to better judge and solve problems and meet customer needs.