The Windows Support Portal is currently using the Windows Server support ticket system, which was used to send Windows Request Packets (ROPs) to the remote PC and retrieve responses. This works very well but it is always slow to handle large numbers of ROPs. When a user requests a PC repair or support service, the Repair Engineer or Support Engineer first needs to send an ROP, in which the Exchange Support Engineer sends an email to the Tech Support Manager, and the Support Manager then forwards it to the Repair Engineer. If the Engineer does not receive any response within an hour or two, he will send another ROP.
On the other hand, Support Porting will use the web form for requesting support. The main difference between Support Porting and ROPs is that the Engineer now receives the response from the remote PC and not the tech support representative. Also, if a problem does occur with the remote PC, the Engineer can go to the website to review the solution. But instead of sending an email to the tech support representative, the Engineer can check out the forum posts, on which a Tech Support Representative can respond to the problem and provides a solution. When a Windows Support Engineer is done with the support, he can send a report to the support portal by clicking the « mail » icon located at the top right corner of the webpage. The report contains details of the issue, including the name of the user that triggered the issue, the network names, the message IDs, the service dates, the error codes, and the resolutions of the Support Engineer has tried.
While Support Porting provides faster services, the major downside is that they cannot handle the new flow in the new Windows Support Portal. The Windows Support Portal uses the ‘ticket’ command, which sends a request to the Windows Management Instrumentation (WMI) to obtain the answers required to help resolve the issue. Since the remote PC is now joined to the same domain as the Exchange Server, it is not possible to send WMI queries through an SMTP connection. To overcome this, the Windows Support Portal uses WMI. Microsoft offers WMI Servers that allows Exchange Support Engineers to connect to the Exchange Server and retrieve the WMI Query Elements that are required to resolve issues. With the WMI Query Elements, a Tech Support Representative can now retrieve a list of issues the remote PC might have. Also, the Tech Support Representative is now able to identify the right module to repair the problem.
, le il y a 1 année et 11 mois.