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You need to double check to ensure that "IS_ICOAAces" is selected in the Responsible Team list at all times. The screens will not be the correct ones if this is not selected, as the system has been customized to our needs. Assume in any step of this process that the Responsible Team must be IS_ICOAACES. 

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Jump Right to the Login Screen

Jump Right to the Create New Ticket Screen 

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When you first log in, the screen will look similar to this:
 
 


 
 

For the Screens Below, click on the buttons or areas to get a detailed description in the left side of the screen. 
 
 

Manage Tickets Update Personal Information The Login Screen

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The Remedy User's Information Create a New Ticket. The Responsible Team Field

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The CSR Call Tracking Number The Status of the Ticket The Defect Finder's Information The Severity of the Defect The Detail/Summary of the Defect The Responsible Team Field The Request Type The Owner/Responsible Analyst The ETR for the Fix. The Details of the Case Providing a Reason for a Hold Status The Current Internal Progress Not Currently Used in this Process The Test Area the Defect was Discovered in. Not Currently Used in the Procedure Not Currently Used in this Procedure An Astea Tracking Number The Countries that are Impacted Not Currently Used in this Procedure. The Patch Number of the Fix Another Astea Number. Details About the Fix This is for Pre-Migration Cases Only!

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