Support Management¶
Under Administration > Support Management you configure the integrated notification and ticket system of calServer. It includes notifications, risk assessment, types, priorities, email protocol, and assigned groups.
Notifications¶
The notification list shows all recorded notifications with risk assessment and status tracking:
| Field | Description |
|---|---|
| ID | Unique identification number of the notification. |
| Subject | Title or brief description of the incident. |
| Recipient | Assigned person or role. |
| Notification Type | Classification (e.g., Error, Remark). |
| Priority | Urgency level (Low, Normal, High, Very High). |
| Damage Extent (Risk 1) | Assessment of potential damage (scale 1-3). |
| Probability of Occurrence (Risk 2) | Likelihood of occurrence (scale 1-4). |
| Status | Current processing status (NEW, In Progress, Resolved). |
| Updated On | Time of last change. |
| Actions | Edit, Comment, or Delete. |
Notification Types¶
Notification types classify incoming notifications (e.g., Complaint, Internal Notification, Audit Deviation).
| Field | Description |
|---|---|
| Name | Designation of the notification type. |
| Alias | Technical short name for APIs and filters. |
| Active | Controls availability during notification creation. |
| Notifications | Number of assigned notifications. |
Areas¶
Areas serve for organizational assignment of notifications (e.g., laboratory areas, departments, systems).
| Field | Description |
|---|---|
| Name | Designation of the area (e.g., "electrical laboratory"). |
| Alias | Technical short name. |
| Notifications | Number of assigned notifications. |
Risk Assessment¶
The risk assessment is based on three dimensions:
Damage Extent (Risk 1)¶
Assessment of the severity of a possible damage:
| Level | Risk Value | Description |
|---|---|---|
| Low | 1 | Minor impact, no production downtime. |
| Moderate | 2 | Noticeable impact, restricted operation. |
| High | 3 | Severe impact, production downtime. |
Probability of Occurrence (Risk 2)¶
Assessment of the frequency of occurrence:
| Level | Risk Value | Description |
|---|---|---|
| Rare | 1 | Event occurs annually. |
| Occasional | 2 | Event occurs monthly. |
| Frequent | 3 | Event occurs weekly. |
| Regular | 4 | Event occurs daily. |
Detection (Risk 3)¶
Optional third dimension for assessing detectability (FMEA approach). The Risk Priority Number (RPN) is calculated as: Risk 1 x Risk 2 x Risk 3.
Risk Classes¶
The combination of risk dimensions results in risk classes with assigned priority and color coding:
| Risk Range | Priority | Color |
|---|---|---|
| 1-3 | Low | Green |
| 4-6 | Normal | Yellow |
| 7-9 | High | Orange |
| 9-12 | Very High | Red |
Types¶
Support types categorize notifications functionally (e.g., Error, Question, Improvement Suggestion).
| Field | Description |
|---|---|
| Type | Designation of the support type. |
| Description | Explanation of the intended use. |
| Alias | Technical short name. |
| Notifications | Number of assigned notifications. |
Priorities¶
Priority levels control the processing order and visual highlighting.
| Field | Description |
|---|---|
| Subject | Designation (e.g., Low, Normal, High, Very High). |
| Alias | Technical short name. |
| Background Color | Color code for visual representation. |
| Font Color | Text color for sufficient contrast. |
Email Protocol¶
The email protocol documents all outgoing system emails related to support tickets.
| Field | Description |
|---|---|
| Template | Name of the email template. |
| Configuration Name | SMTP configuration used. |
| Recipient Email | Target address. |
| Subject | Subject line of the email. |
| Status | Successful or Failed. |
| Error Message | Technical error description for delivery problems. |
Tip
For frequent SMTP errors, check the SMTP configuration as well as SPF/DKIM settings of the sender domain.
Assigned Groups¶
Assigned groups replace or supplement individual email recipients in automated processes.
| Field | Description |
|---|---|
| Name | Designation of the group (e.g., "IT Support", "Quality Assurance"). |
| Email Addresses | Number of stored recipient addresses. |
Options¶
Under Options you configure the risk calculation formula, the IMAP connection, and default texts:
| Field | Description |
|---|---|
| Risk Formula | Calculation formula (e.g., [Risk_1] * [Risk_2]). |
| IMAP Configuration | Selected IMAP configuration for mail retrieval. |
| IMAP Path | Path to the email directory (e.g., "INBOX"). |
| Notification Area | Pre-selected area for default texts. |
| Description (EN/DE) | Multilingual default descriptions for notifications. |