| 摘要 |
A user (45) requests assistance with a device (30), using an assistance request form. The assistance request form is provided from a web site (50) such that the user provides information regarding the problem. The problem is then designated as an open issue and placed in an open issue list (224). A technical administrator assigns a technician to resolve the open issue. The technician resolves the open issue, designates the open issue as a work-in-progress and transfers the open issue to a work-in-progress list (257). The user is notified of the transfer of the open issue and must approve the closing of the work-in-progress before the work-in-progress is transferred to a closed issue list (226). A disapproval by the user returns the open issue to the open issue list for further resolution by the technician. |
