Clients that are still utilizing and looking for support for a legacy Apteryx Imaging software, are not actively in the process of upgrading to Apteryx, and are not listed under https://planetdds.atlassian.net/wiki/x/V4AmGAE or https://planetdds.atlassian.net/wiki/x/yoAwGAE, should be referred to Sales Leadership.
The names of our legacy softwares are as follows:
XrayVision 3 (and all OEM versions)
XrayVision 4 (and all OEM versions)
XVLite (and all OEM versions)
NameGrabber
XVSync
All Apteryx Provided 3rd Party TWAINs (see https://planetdds.atlassian.net/wiki/x/O4J2z)
Standalone DataGrabber and all OEM Versions (Without Apteryx/Active Support Contract)
Standalone XrayVision DCV/XVCapture and all OEM Versions (Without Apteryx)
A list of all OEM versions of the above softwares can be found here: OEM Rebrands - PlanetDDS - Internal Knowledge Base - Confluence
Requests to re-register XrayVision 4 and its OEM versions are still honored due to that product’s EULA, and are completed via converting them to Token Registration (see https://planetdds.atlassian.net/wiki/x/iwCU7g )
Standalone DataGrabber users are still supported if they have an already active support contract. Active support contracts are notated by a green flag/checked “support” box in Salesforce.
Determining if a client is seeking legacy software support
If the ticket was submitted by a Reseller rather than an office or organization directly, please refer to https://planetdds.atlassian.net/wiki/x/V4AmGAE instead.
1. Locating the Account/Organization
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Search all identifying information provided in the ticket in Salesforce (phone number, office name/part of office name, and domain name of email address [@domainname.com]).
If an account is located, skip to Step 4.
If no account is found using any of the provided information. use the “More Info” macro (Apteryx::Support::No Account Found::Request More Info) to request more information from the User, and place the ticket on Pending Customer Response status.
Once the client replies with additional information, search all of the newly provided information in Salesforce to locate the account.
Once the account has been located, use the following guide to assign the User to that Organization in Zendesk, if not already assigned: Assigning Organizations to Users and Tickets.
2. Determining if the Account/Organization is Utilizing a Legacy Software
Utilize https://planetdds.atlassian.net/wiki/x/JYBpMwE if needing to identify if the software in question is a legacy application.
If the account located in Salesforce shows a red support flag, and there is no mention of Apteryx or Dentiray Capture in:
Assets or Assets (End Customer)
Opportunities or Opportunities (End Customer)
Contracts
Subscriptions
This indicates the client is using a legacy software.
If they provided a registration code in response to the More Info macro, and the prefix (first 4 characters) of the registration code belong to a legacy product, they’re utilizing a legacy software. See https://planetdds.atlassian.net/wiki/x/JYBpMwE to identify which legacy software is in use.
If the account located in Salesforce shows a red support flag, and there is 0 data in Assets, Assets (End Customer), Opportunities, Opportunities (End Customer), Contracts, or Subscriptions more information will need to be provided by the client to confirm what software is being used.
Note the red flag under “Under Support”
Note the Assets field only shows XV3 licenses - click View All to display all assets
Note the Assets field shows that all XV3 licenses were voided at some point, and upgraded to a XV4 license. This confirms the practice is utilizing XrayVision 4 (XV4), and would need to be transferred to Sales Leadership.
Note when navigating to a Contract > Related tab > Subscriptions, active subscriptions for Apteryx are displayed in this case. This indicates the organization is signed up for and using Apteryx, regardless of support flag or Assets.
Within the contract itself, you can see all subscriptions, showing which locations under this DSO are using Apteryx. This indicates they are not a legacy software user and are using Apteryx.
Referring to Sales Leadership
Once you have located the client’s account, the requester and ticket have been linked to the correct organization in Zendesk, and you have confirmed they are seeking support for a legacy software, you can proceed with referring the client to Sales Leadership.
Use macro titled Apteryx::Support::Transfer::Sales::XrayVision 4 No Support
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
Use macro titled Apteryx::Support::Transfer::Sales::XrayVision 3 No Support
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
Use macro titled Apteryx::Support::Transfer::Sales::XVLite No Support
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
NameGrabber is not a standalone product, and is included with XrayVision 4, XrayVision 3, and XVLite. If client is referencing NameGrabber, the office is using one of those three platforms. Determine which one, then use the process corresponding to that platform.
Use macro titled Apteryx::Support::Transfer::Sales::Generic
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Request: Short description of what the client needs. Ex: “Client is currently utilizing XVSync with a legacy platform, needs information regarding upgrading to Apteryx”
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
Use macro titled Apteryx::Support::Transfer::Sales::Legacy TWAIN (Non-Tux) No Support
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
Use macro titled Apteryx::Support::Transfer::Sales::DataGrabber Standalone (No Support Contract)
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.
Use macro titled Apteryx::Support::Transfer::Sales::Standalone DCV (non-Vet Clinic, non-Quebec, within NA, no Apteryx)
At the bottom of the response body, fill out the following information for Sales Leadership:
Office: Name of office as it appears in Zendesk and Salesforce, including the Salesforce ID
Office Number: Number belonging to the office, or number provided by the requester
Email: This will auto-populate
Requestor: Name of client requesting support
Set ticket Status to Pending Internal Response to send the response and add Sales Leadership as a follower automatically. Sales Leadership owns the next step and will reach out to the client.