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<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2 Final//EN"><html><head><link rel="STYLESHEET" type="text/css" href="wrs.css"><title> Customer Service </title></head><body bgcolor="FFFFFF"><p class="navbar" align="right"><a href="index.html"><img border="0" alt="[Contents]" src="icons/contents.gif"></a><a href="GuideIX.html"><img border="0" alt="[Index]" src="icons/index.gif"></a><a href="c-custsvc.html"><img border="0" alt="[Top]" src="icons/top.gif"></a><a href="c-custsvc1.html"><img border="0" alt="[Prev]" src="icons/prev.gif"></a><a href="c-custsvc3.html"><img border="0" alt="[Next]" src="icons/next.gif"></a></p><font face="Helvetica, sans-serif" class="sans"><h3 class="H2"><i><a name="84755">10.2 WRS Support Services</a></i></h3></font><dl class="margin"><dl class="margin"><dd><p class="Body"><a name="84781"> </a>The <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Tools>Support </font></b>menu option displays a form where you can enter support requests. </p></dl></dl><font face="Helvetica, sans-serif" class="sans"><h4 class="H3"><i><a name="84792">10.2.1 The User Profile</a></i></h4></font><dl class="margin"><dl class="margin"><dd><p class="Body"><a name="83960"> </a>The first time you select the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Support</font></b> command from the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Tools</font></b> menu, an auxiliary dialog box is displayed: the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">User Profile</font></b> dialog box. You must enter this information once before sending your first Tornado Support Request (TSR). Thereafter, the same information is used automatically for all future TSRs you transmit.<sup><a href="#foot"><b class="FootnoteMarker">1</b></a></sup> You can also get to this auxiliary dialog box by pressing the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Profile</font></b> button on a <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Tornado Support Request</font></b> form, if you need to revise it later. A completed <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">User Profile</font></b> dialog box is shown in <a href="c-custsvc2.html#83976">Figure 10-1</a> below. <div class="frame"><h4 class="EntityTitle"><a name="83976"><font face="Helvetica, sans-serif" size="-1" class="sans">Figure 10-1: Dialog Box: User Profile</font></a></h4><dl class="margin"><div class="Anchor"><a name="83973"> </a><img class="figure" border="0" src="images/c-custsvca1.gif"></div></dl></div></p><dd><p class="Body"><a name="83977"> </a>The following fields appear in the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">User Profile</font></b> dialog box:</p></dl><dl class="margin"><dd><div class="Item"><a name="83978"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">User</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84164"> </a>Your name; filled in by default from your Tornado registration.</div><br></dl><dd><div class="Item"><a name="83979"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Company</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84166"> </a>Your company's name; filled in by default from your registration.</div><br></dl><dd><div class="Item"><a name="83980"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Contact</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84168"> </a>The person to receive replies to your support requests. Usually this is also your name; filled in by default from your registration.</div><br></dl><dd><div class="Item"><a name="83981"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Address 1</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84170"> </a>The first line of a two-line mailing address.</div><br></dl><dd><div class="Item"><a name="83982"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Address 2</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84172"> </a>The second line of a two-line mailing address.</div><br></dl><dd><div class="Item"><a name="83983"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Phone</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84174"> </a>A telephone number where support personnel can contact you.</div><br></dl><dd><div class="Item"><a name="83984"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">E-mail </font></b></div><dl class="margin"><dd><div class="Indent"><a name="84176"> </a>The electronic mail address, if available, to receive replies to your support requests.</div><br></dl><dd><div class="Item"><a name="83985"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Report To</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84178"> </a>The default destination when you send support requests by e-mail.</div><br></dl></dl></dl><dl class="margin"><dd><p class="table" callout><table border="0" cellpadding="0" cellspacing="0"><tr valign="top"><td valign="top" width="40"><br><img border="0" alt="*" src="icons/note.gif"></td><td><hr><div class="CalloutCell"><a name="84466"><b class="symbol_UC"><font face="Helvetica, sans-serif" size="-1" class="sans">NOTE: </font></b></a>The standard Wind River Systems support contract specifies that there must be assigned contact people at your organization. If you are one of these designated contacts, leave the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Report To</font></b> field at the default setting; otherwise, fill in the electronic mail address of your local contact person. Taking care of this early will expedite your support requests later on.</div></td></tr><tr valign="top"><td></td><td><hr></td></tr><tr valign="middle"><td colspan="20"></td></tr></table></p callout><dl class="margin"><dd><div class="Item"><a name="83987"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Mail Service Configuration</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84180"> </a>Select the mail protocol your system uses. Tornado supports both the Internet standard SMTP and the Microsoft standard MAPI. If you use SMTP, also specify the name of your mail gateway (contact your site's system administrator if you do not have this information).</div><br></dl></dl></dl><font face="Helvetica, sans-serif" class="sans"><h4 class="H3"><i><a name="83990">10.2.2 Sending a Tornado Support Request (TSR)</a></i></h4></font><dl class="margin"><dl class="margin"><dd><p class="Body"><a name="83995"> </a>See <a href="c-custsvc2.html#84023">Figure 10-2</a> for an example of the TSR form. You can fill out a TSR form in part, save it to investigate further, and return to it whenever you wish. Once a TSR is complete, you can send the request directly from the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Tornado Support Request</font></b> form by electronic mail or by FAX. In either case, the Tornado launcher keeps a history of all support requests you prepare. You can also use the Support Request form to review the history of your TSRs. <div class="frame"><h4 class="EntityTitle"><a name="84023"><font face="Helvetica, sans-serif" size="-1" class="sans">Figure 10-2: Tornado Support Request Form</font></a></h4><dl class="margin"><div class="CellBody"><a name="84020"> </a><img class="figure" border="0" src="images/c-custsvca2.gif"></div></dl></div></p><dd><p class="Body"><a name="84027"> </a>The <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Support Request</font></b> form is organized into the major areas illustrated in <a href="c-custsvc2.html#84023">Figure 10-2</a>. The sample text in <a href="c-custsvc2.html#84023">Figure 10-2</a> shows the recommended way to use the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Problem Synopsis</font></b> and <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Problem Description</font></b> fields, which are discussed further below.</p></dl></dl><font face="Helvetica, sans-serif" class="sans"><h4 class="H4"><i><a name="84032">History Area</a></i></h4></font><dl class="margin"><dl class="margin"><dd><div class="Item"><a name="84033"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">TSR File</font></b> </div><dl class="margin"><dd><div class="Indent"><a name="84182"> </a>The file where Tornado saves this TSR for your reference. By default Tornado stores these files under <b class="file">c:\tornado\.wind\tsr</b>. This is a drop-down list box; it is filled in automatically with a name for a new TSR, but you can display a list of previously saved TSRs by clicking the button to the right of the field. To view the information from any TSR in this list, click on its file name: the contents of the <b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Tornado Support Request</font></b> form are filled in with the saved TSR data.</div><br></dl><dd><div class="Item"><a name="84034"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">Save</font></b> button </div><dl class="margin"><dd><div class="Indent"><a name="84184"> </a>Save the information currently specified (without transmitting a TSR). For example, use this button to save a partly completed TSR while you investigate the problem further.</div><br></dl><dd><div class="Item"><a name="84035"> </a><b class="guiLabel"><font face="Helvetica, sans-serif" size="-1" class="sans">New</font></b> button </div><dl class="margin"><dd><div class="Indent"><a name="84186"> </a>Clear the currently displayed TSR. As a safeguard, this button is disabled until you either save or discard the current TSR information.</div>⌨️ 快捷键说明
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