Member Training Global CE Help Jeffrey D Cooper October 2019 Cummins Internal Use Only Definition: Global CE Help Cummins Global Customer Engineering users can quickly
enter, track and respond to Customer Engineering Support Requests via the Global CE Help system Cummins Internal Use Only User and Member Roles: User Role Create tickets Member Role
Address, assign and close tickets Create tickets for others Reassign tickets to a different resource group Cummins Internal Use Only Access: Either of the following methods: Directly enter the link: https://globalcehelp.cummins.com
Or go to https://gce.cummins.com and click on the link Cummins Internal Use Only Home Tab: Welcome Screen Bulletin Board Items
Cummins Internal Use Only Issues Tab: One way to select the tickets you would like to review is to filter from the titles: Click on the Status to narrow down the search Cummins Internal Use Only Issues Tab:
Next Click on the Resource Group to refine even more Cummins Internal Use Only Issues Tab: Now the screen might look like this: Cummins Internal Use Only
Issues Tab: Another way to filter is to use the Actions button For example: To look at all tickets for a group that are not closed, Click on the Actions button, then select Filter Next select the Column, Operator, and Expression, and click on Apply button: Cummins Internal Use Only
Issues Tab: To save this filter for future use: Click Actions Save Report Then name the report Leave the Public box blank Click on Apply button
Now your report should be saved under the Primary report, (click on the drop down) and you wont have to build the filters again: Cummins Internal Use Only Issue Details: To review the details of a ticket, click on the pencil icon
Cummins Internal Use Only Issue Details: Update the ticket status Tip: when status changes, an email is sent to the person who created the ticket, and the work log captures Progress Information Update the Progress field with your comments
Cummins Internal Use Only Issue Details(Member Only): If appropriate, assign the ticket to yourself/someone in your resource group If a ticket needs to be worked by someone in a different resource group, click on the Resource Group dropdown, select the group from the list, leave the Assigned To field blank, enter your information in the Progress field, and press Apply Changes button. All members of the group that you select will be emailed concerning the ticket.
Note: nothing should be filled in the Member Only section on initial ticket creation. Wait until after ticket is created to modify the Member Only section. Click Apply Changes to save changes after assigning ticket Cummins Internal Use Only Questions:
Questions can be submitted by entering a ticket in the Issue Category Global CE Help System Question or Request outlined in the previous slide, or by emailing [email protected] Cummins Internal Use Only
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