Welcome to Telelogic Product Support
  Home Downloads Knowledgebase Case Tracking Licensing Help Telelogic Passport
Telelogic Rhapsody (steve huntington)
Decrease font size
Increase font size
Topic Title: Automated Support Request
Topic Summary:
Created On: 25-Apr-2005 16:23
Status: Read Only
Linear : Threading : Single : Branch
Search Topic Search Topic
Topic Tools Topic Tools
Subscribe to this topic Subscribe to this topic
E-mail this topic to someone. E-mail this topic
Bookmark this topic Bookmark this topic
View similar topics View similar topics
View topic in raw text format. Print this topic.
 25-Apr-2005 16:23
User is offline View Users Profile Print this message


Steve Lachs

Posts: 100
Joined: 4-Feb-2004

I-Logix Support Information

Table of Contents:
1) Installation
2) Purpose
3) General Instructions
4) How to Send Mail with a MAPI Mail Client
5) How to Send Mail without a MAPI Mail Client
6) Limitations

1) Installation

To install this program, extract the files to a single directory, then run
setup.exe. Follow the prompts to install the product. On some Windows 95
machines, it may be necessary to reboot before installation is complete.

2) Purpose

This program is intended to expedite the problem submission process to I-Logix
Technical Support. It collects all necessary information, some automatically,
some manually. Here is the type of information that it can collect:

Manual Collection:

Impact
Brief Summary
Detailed Summary
Additional files

Automatic Collection (If Rhapsody running with a model open):

Rhapsody Version
Rhapsody Build
Rhapsody Language
Rhapsody Serial Number
Rhapsody Edition
Rhapsody Screen Shot(s)
Rhapsody Model and supporting files
Rhapsody initialization file
Active Component/Configuration
OS Version
OS Service Pack
OS Build
Desktop Screen Shot(s)
Screen recordings and comments

3) General Instructions

After starting the program:

Complete the appropriate fields, some of which will already be filled if
Rhapsody is running. All fields will have a red 'x' that are not complete.
Conversely, if fields are completed, they will be denoted by a green check.

Files to include:

Include the model and other files if necessary. Screen captures can be very
helpful to include as well. Note that it is not necessary to have a zip
compression program on the machine to use this product. The file compression
is built into the program.

Included files will appear in the list under 'Attachment Info'. You can view
their contents by double-clicking the one in question.

If necessary, additional text may be associated with included files by filling
out the 'Item Description' when focused on a particular item in the list.

4) How to Send Mail with a MAPI Mail Client

To send mail, click 'Preview and Send':
This button will use your MAPI client to send the formatted message to I-Logix
support after your confirmation. Use this to verify what is being sent.

NOTE: When using this method, do not modify the text in the preview. It is
used to automatically process your request. If the format is incorrect, there
may be a delay in the processing.

5) How to Send Mail without a MAPI Mail Client

If you have no MAPI compliant email client, such as HTML mail, you may still
use this program to collect the information. In this case, the last step of
sending is a manual process. Click the 'Just Text(No Email) button. A window
will appear that you may copy the text from and paste into your email client.
Make sure to copy the subject line and body exactly as written. If an
attachment is included, the file name and path will also appear. Attach this
to the email as well. Then, address the email to [email]support@ilogix.com[/email] and send.

6) Limitations

This product runs only on 32 bit Windows platforms
Rhapsody window capture will not work if Rhapsody is minimized.
Capture of the rhapsody.ini file will not work if localized environment
variable is used (REFINE_INI_FILE_PLACE as TRUE). This is a 4.1+ feature.


Report this to a Moderator Report this to a Moderator
 11-May-2005 16:51
User is offline View Users Profile Print this message


Matthew Thomas

Posts: 1
Joined: 11-May-2005

Let's get this bolstered (more useful).
As well as the "Impact" drop down selection field, have another one for "Classification": Workflow, Productivity, Other.
Report this to a Moderator Report this to a Moderator
 17-May-2005 20:29
User is offline View Users Profile Print this message


Steve Lachs

Posts: 100
Joined: 4-Feb-2004

Hi Matthew,

Great idea. I'll see about incorporating it into the next iteration. Keep 'em coming!

-Steve
Report this to a Moderator Report this to a Moderator
Statistics
20925 users are registered to the Telelogic Rhapsody forum.
There are currently 1 users logged in.
You have posted 0 messages to this forum. 0 overall.

FuseTalk Standard Edition v3.2 - © 1999-2009 FuseTalk Inc. All rights reserved.