Support Registry Operator

First-time setup — create the operator account. It is stored on the server, hashed. There is no default password.

Sign in to the operator panel.

Support Registry Operator

Customers

Each customer's vendor list drives what the bot offers them.

Add a customer

On file

CustomerVendorsTeamsTrusted numbers

Vendors

The master list. Assign them to customers from the Customers tab. Model numbers here fill the model dropdown when adding an asset; each model's lifecycle dates (EOS / EOL / EOSS / EoRMA, all optional) drive the Hardware Support page.

Add a vendor

On file

VendorModel numbersSubscriptions

RMA reasons

The reason choices shown when replacing a device's serial. A free-text "Other" is always offered in addition to these.

Reason

Teams

Company directors, plus the departments and the people in them. A customer's teams come from the vendors they own — set a vendor's teams on the Vendors tab; then pick team members for each device on the Add tab.

Add a director

Company directors. A director's WhatsApp number gives them full access to the assistant over WhatsApp — the bot recognises their number. Revoke to cut off access without deleting the record.

Directors

Ticket alerts: by default a director is notified only when a customer rejects a close (an escalation). Use Manage to also send them every ticket opened for chosen departments (or all). A director can set the same over WhatsApp — “receive tickets for <department>”.

NameWhatsAppEmailPhoneAccessTicket alerts

Add a department

On file

DepartmentPeople

Add a device

Register the device and any subscriptions that belong to it in one step.

Add a device and subscriptions

Device details

* Required

Subscriptions

Optional

Select every subscription supplied with this device. They inherit the device’s customer, vendor and contract numbers. Set the support dates here — they belong to the subscriptions, and the device’s coverage is taken from them.

Set support expiry to:

Special subscriptions

Optional

Special subscriptions each carry their own serial number and validity dates. Tick the ones supplied with this device and fill in their details.

Team members

Optional

People from the departments that handle this customer's vendors. Tick who is responsible for this device. Set a vendor's teams on the Vendors tab.

RMA — replace serial number

The new serial replaces the old one on this order. The old serial is kept — the order stays searchable by both, and the old serial shows in red.

Add a standalone subscription

* Required

Standalone subscriptions keep their own ICN, VCN, and support dates, even when attached to a device.

Set end date to:

On file

Search devices and subscriptions on file. Filters combine.

Filters

Devices

CustomerVendorModelSerialContract (int / vendor)EOLEOSSInstalledSite

Subscriptions on file

CustomerVendorSubscriptionAttached toContract (int / vendor)StartEnd

Alert

Subscriptions whose support coverage expires within the selected window. Once the expiry date passes, they move to the Archive.

Subscriptions

CustomerVendorSubscriptionAttached toStatusExpiry

Muted

Muted alerts stay here until their expiry date passes, then move to the Archive.

CustomerVendorSubscriptionAttached toStatusExpiry

Hardware Support

Boxes whose model reaches a hardware-lifecycle milestone (End of Life, End of Software Support, or End of RMA) within the selected window, or has already passed one. End of Sale is tracked on the model but is not alerted here. Set these dates on each model in the Vendors tab.

CustomerVendorModelSerialMilestones due

Archive

Boxes past their EOL/EOSS (flagged red — give them a decommission date to clear the alert) and already-decommissioned boxes, plus expired or manually-archived subscriptions.

Devices

CustomerVendorModelSerialEOL / EOSSStatus

Subscriptions

CustomerVendorSubscriptionAttached toStatusExpiry

Tickets

Support tickets opened by an operator here, or by the WhatsApp bot. Enter a device serial to auto-fill its customer, vendor and product; if it isn't on file, fill the details in yourself.

Open a ticket

A ticket can only be opened for a device that is on file, not decommissioned, and has at least one active subscription. Enter its serial to check.

Active

Ticket #OpenedCustomerVendorProductSerialIssueByAssignees

Closed

Ticket #OpenedClosedCustomerVendorProductSerialIssueResolution

Invoices

Every contract on file, listed automatically. Open one to save or print it as PDF. Narrow the list by customer, or look one up by its exact number.

All contracts

Internal contract #CustomerDevicesSubscriptions

Message log

Everything in and out, newest first.

TimeDirNumberBody