How to complete and edit the CIL Outlook Escalation Form

The CIL Outlook Escalation Form should be used for either opening a new escalation, editing an existing escalation, or when closing an open esclation.
Note: A new escalation may only be opened by the following personnel: CSC-PSMs & CSC-PSSs.

• Open a new escalation
• Edit an escalation
• Close an escalation

To open a new CIL Outlook Escalation Form (only applicable for CSC-PSMs & CSC-PSSs):

1. Launch Microsoft^® Office Outlook^®.
2. Click on the Escalations folder:
   Public Folder/All Public Folders/Product Development/Customer_Escalations.
   The Escalations dialog box opens and all existing escalations are displayed in the Escalation pane.
3. Click New in the top left corner of the application:
   
   
   
   The Main Page of the Creo Output Problem Report opens. The name of the person reporting the problem and today’s date are displayed at the top of the form.
4. Complete the form as described in the table below:
   Note: All fields denoted * are mandatory. You will not be able to save the escalation if any mandatory fields are incomplete.
   
   

   Tab	Field Name	Description
   Main Page		Click the Main Page tab to enter details about the problem.
   	CSC (mandatory)	Enter CSC region.
   	CSC reference #	Enter CSC reference number.
   	Problem Description (mandatory)	Enter a brief description of the problem. Note: It is not necessary to enter the customer’s name in this field.
   	Priority (mandatory)	Select the priority level. Level 1 denotes that the machine is unusable, whereas level 4 denotes a low priority problem.
   	Machine Type	Enter the type of machine experiencing the problem. When selecting a machine type, the names of the people who are responsible for the machine’s escalation process will be displayed in the Responsible field. In addition, these people will receive an email describing the problem. The type of machine selected, determines the type of additional fields displayed in the form. Use these additional fields to enter any pertinent information regarding the selected machine, for example the machine speed, configuration and associated front end device.
   	CC...	Enter the names of any additional people who may wish to view the problem. The names entered in this field will receive an email describing the problem.
   	Problem History tab	Enter a brief description outlining the problem. Click the Date/Time/User Stamp button to insert your name, the current date and current time. Note: When adding text to an existing comment, make sure to enter the new text below the previous entry (at the bottom of the field, not the top).
   	Solution tab	Enter a solution to the problem, and click the Date/Time/User Stamp button to insert your name, the current date and current time.
   	Attachment tab	Attach any files that may help to resolve the problem.
   Machine Info		Click the Machine Info tab to enter information about the machine.
   	Install Date (mandatory)	Enter the date that the machine was installed.
   	Machine Serial No: (mandatory)	Enter the machine’s serial number.
   Machine Software		Click the Machine Software tab to enter information about the machine’s software.
   	Software Version (mandatory)	Either select a software version number from the drop-down menu, or manually enter a version number in the sapce provided.
   FCO		Click the FCO tab to check the FCOs that are installed on the machine and are relevant to this escalation.
   Customer Info		Click the Customer Info tab to enter information about the site where the machine is located.
   	Customer Name (mandatory)	Enter the customer’s name.

   
   
5. After entering all the relevant information in the form, click Save in the Main Page tab:
   
   
   
   The problem will be assigned a number and the escalation report will be emailed to the names selected in the Main Page.

To edit a CIL Outlook Escalation Form:

1. Launch Microsoft^® Office Outlook^®.
2. Click on the Escalations folder: Public Folder/All Public Folders/Creo Israel (CIL)/CSIL-PSG/Escalations. The Escalations dialog box opens and all existing escalations are displayed in the Escalation pane.
3. Double-click on the escalation you wish to edit. The escalation opens in a new window.
4. Edit the escalation.
   Note: When adding text to an existing comment, make sure to enter the new text below the previous entry (at the bottom of the field, not the top).
5. Click Save. The updated escalation will be emailed to the names displayed in the Responsible and CC fields of the Main Page tab.

To close an escalation:
Important: Escalations may only be closed by the person who originally reported the escalation.

1. Launch Microsoft^® Office Outlook^®.
2. Click on the Escalations folder: Public Folder/All Public Folders/Creo Israel (CIL)/CSIL-PSG/Escalations. The Escalations dialog box opens and all existing escalations are displayed in the Escalation pane.
3. Double-click on the escalation you wish to close, provided that you reported the escalation.
   
4. Click the Solution tab and do the following:
   • Enter a solution to the problem. Click Date/Time/User Stamp to insert your name, the current date and current time.
   • Enter the current date in the Close date field.
     
   • From the PSG task drop-down list, select the appropriate follow-up task:
     
     
     
     
5. Click Close:
   
   
   
   
6. Click Save. The closed escalation will be emailed to the names displayed in the Responsible and CC fields of the Main Page tab.

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