Clicking on the Digital Press Support tile opens up the Kodak Support panel, which enables users to upload data to Kodak Service to streamline troubleshooting of user issues. Such files can include PDFs, cans of printed matter and equipment photos.
By using the support ticket mechanism to transferring information to Kodak Service, problem resolution will be much faster than if files have to be manually transferred. Also, all actions and files are tracked within the ticket, providing a service history.
The workflow for users to transfer files is as follows:
- Customer calls Kodak CEC for support on an issue. Kodak service will open a ticket on the customer’s behalf. If it is determined that transferring a file is warranted, then the new support ticket number will show up above in the customer’s “NexPress Support” dialog.
- Select the support ticket number, then drag-and-drop, or click the file folder “+” button to open a file selection dialog. It is also useful to type some descriptive text into the informational panel on the left-hand side of the file upload dialog. When done, select the “Upload” button and wait for the secure upload to complete.
At this point, Kodak service will be able to access the file(s) you have uploaded, and be able to proceed with working on resolving your issue.
When the case is closed, it will automatically disappear from the “open tickets” list, and move to the “closed tickets” list.
Uploaded files are stored securely in your tenant account, accessible only by Kodak service.
