MFD Ticket Closing Guide – DG3 Printing Services

To access the link for closing a ticket, go to the Zendesk website and click ‘Close MFD Ticket.’

Question #1

Enter your full name in the format: FirstName LastName (for example, John Smith).

Question #2

Open date is the day when you receive the ticket thru email.

Question #3

Close Date is the date that you are closing the ticket.

Question #4

For Service Time, if a PAR level item is required but not available onboard, select ‘PAR Level Failure.’ Otherwise, enter the number of hours spent servicing the machine.

Question #5

Select your ships Brand

Question #6

Select your ships Name

Question #7

You can get the Zendesk Ticket ID either from the body or the subject of the service ticket email.

Question #8

You can get the Service Notification Number from the body of the service ticket email.

Question #9

To get the machine IP address, on the operation panel of the machine, press "Utility", press "Device Information", then take note of the IPV4 Address.

Question #10

Select the model of the machine

Question #11

To get the Serial # of the machine, on the top left of the Operation Panel, press "Counter" and you will see the serial number on top of the panel. You can also get it from the sticker at the back of the machine.

*Make sure that the service call serial number matches the machine’s serial number.

Question #12

Input the dept name/location of the machine

Question #13

You can get the Total meters of the machine on the counter list that you printed; on the top right corner it is shown as "TC" which means Total Counter.

If the machine cannot print, you can access the Total Counter by pressing "Counter" on top left of the Operation Panel, and the information is on the left side under Total Meter Count.

Question #14

Select the type of the problem the machine is having issue with.

Question #15

If you are able to print the Counter List, put a check on "Counter List" and if you are able to print a "GDI Demo Page", put a check on "Print Demo Page".

Procedure on how to print:

1. Counter List report
• Press Counter Tab
• Press Print List Tab
• Select Paper Tray 8.5 X 11
• Press Start Tab
• Press Reset Tab
• Keep only the first page

2. Demo Page
• Press Utility Tab
• Press Utility Tab
• Select Information
• Select Print Information
• Select GDI Demo Page
• Press Start Tab
• Press Home tab

Question #16

If you installed any part on the machine, put a check on the corresponding part, if none, leave blank.

Question #17

Select "Yes" if all of the issues were fixed and the machine is fully operational. otherwise select "No" if the machine is partially operational or not operational.

If the issue is not resolved, you will be prompted to Question #18, otherwise you will be directed to the feedback section.

Question #18

Select "Yes" if the issue needs to be raised to SL3 for the Konica Technician to visit and finalize the fix of the machine. Select "No" if PAR level parts are not onboard.

If you selected No, you will be prompted to Question #19, otherwise you will be directed to the feedback section.

Question #19

Check all PAR level items that is not onboard which is needed to fix the machine.

Feedback Section

Question #20

Input short feedback on what was done on the machine, then add the status of the machine if it is operational, partially operational or not operational.

example #1: Black Imaging unit was replaced. Machine operational.

example #2: Magenta developing unit not onboard. Machine partially operational.

example #3: Machine has C-5372 error. Machine not operational.

Question #21

Scan and upload the counter list and GDI demo page to your computer, then click on the link, click on the add file, search for the scanned document, input your name then upload.