Document number: 15071

 

Eureka! is PeopleSoft knowledge base. CasePoint is the NorthStar Technicians' version of that knowledge base. To use CasePoint, you must be a NorthStar technician. If you are not a NorthStar Technician, you can use Eureka! to find answers to your technical questions.

For CasePoint usage tips, click here.

To use CasePoint to help you find an answer to a technical question, follow these steps:

1. Launch NorthStar client and open a new ticket or view an existing ticket. Make sure there is information in the Brief Symptom field that describes the problem you are researching. CasePoint works best if you could type in the name of any particular application that is giving you a problem.

• There are shortcuts available that work in both CasePoint and Eureka. See Eureka! document 15085 — Eureka! shortcuts.

2. Click on the CasePoint tab.

3. If prompted, enter your Lotus Notes password. Be sure to type it in correctly. You may be required to enter your Lotus Notes name as well, if you are a legacy J.D. Edwards employee.

• Lotus Notes is used to submit Feedback to the Knowledge Management Team, which maintains the knowledge base.

4. You may be prompted with Previous CBR Search Exists:
   
   
   Make an appropriate choice from the list that appears. See Eureka! document 15090 — Previous CBR Search Exists box for more information.

• If the previous search is not helpful, you can start a new search by clicking on the C lear All button on the CasePoint screen, enter a new problem description, and click on the Search button.

• If you have chosen the "read only" option when prompted that a Previous CBR Search Exists, you will not be able to clear the search and start a new one.

5. The information in the Brief Symptom field in NorthStar now appears in the Problem Description field in CasePoint.

6. A question appears in the Questions\Answers section in the middle of your screen. Answer the bottom question by double-clicking on the right-hand pane of that section and choosing an answer from the list that appears.
• Do NOT change an answer to any  previous questions. Changing the answer may cause the search to fail.
• As much as possible, read all the answers and choose the MOST appropriate one.

• If you need help answering a question, look to see if there is "(Click for more information.(...)" next to the question. If there is, double-click on the question (not the answer field) and an HTML document with more information on how to answer the question appears in Internet Explorer.

7. Answer subsequent questions until fields on your screen turn the color green or you see your answer in the Actions pane at the lower portion of your screen.

8. To view the text of an Action, double-click on it in the Action section near the bottom of the screen. Internet Explorer launches (it may take a few moments) an HTML or other document with step-by-step instructions.

   • If you already have an Internet Explorer session up, the document may launch in that session, but will stay minimized on your screen. Click on the Internet Explorer session on your task bar to view the document.

9. Once you are done viewing the HTML document, you may switch back to NorthStar. You do not have to close your Internet Explorer session if you do not want to. At this point, you have several ways to leave CasePoint:

   • Issued resolved: If the document you found resolved your issue, make sure the Action is highlighted in the Actions field and click on the Accept button. You will be taken back to the main NorthStar ticket screen, and the CBR field will read "Resolved."

   • Issue not resolved: If the issue was not resolved, make sure you have answered all the relevant questions. Then type a comment in the Call Related Comments field that explains why the issue was not resolved. Then click the Feedback button. Clicking on the Feedback button sends an email to the Knowledge Management Team letting them know what your issue was unresolved. If the issue merits it, further research will be done to see if a resolution should be documented for the problem for future inclusion in the knowledge base. You will be taken back to the main NorthStar ticket screen, and the CBR field will read "Feedback."

   • Just doing research: If you were just doing some research in CasePoint, click on the Information tab in NorthStar. You will be taken back to the main NorthStar ticket screen, and the CBR field will read "Return."

For CasePoint usage tips, click here.

 

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CasePoint usage tips

• If you are not a NorthStar Technician, you can use Eureka! to find answers to your technical questions.

• To copy, cut, and paste information in the Problem Description field in CasePoint, right-click the Problem Description field with your mouse and use the options to C opy, Cu t, and P aste from the pop-up menu that appears.

• To avoid overwriting another person's previous CBR Status, you can choose "Keep existing search, read only" or "Keep existing search, changes will not be saved" when prompted that a CBR search already exists.

 

 

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: kcw 10/09/2000
Revised: kcw 10/30/2003