Technical Assistance (TA) (G3447680)

Technical Assistance (TA) gives you the ability to raise a TA request to Global Concern Management (GCM) directly from TOPIx.

TA progress updates are visible from the Technical Support intray in TOPIx, including a full history of all the dialogue and milestones.

When raising a new TA, you are required to report both the symptoms and any customer concerns, as well as given the opportunity to provide a more detailed diagnosis of the reported issue, so that a 'right first-time' repair, without having to navigate away from TOPIx, can be achieved.

Key Features:
  • You can access TA within TOPIx
  • Create new TAs and review existing TAs
  • Progress of a TA are visible from the Technical Support intray

How to submit a TA through ‘Fault and Breakdown’ workflow in TOPIx guides technicians step-by-step on the submission of a TA through the ‘Fault and Breakdown’ workflow in TOPIx.

This video alongside further training assets are available for retailers to view in Excellence; Excellence JLR Training Platform

The training guides can also be accessed by internal Jaguar Land Rover (JLR) users in Technical Connection using the following link; Technical Connection - Training: TOPIx Videos

This guide shows you how to create, update, filter, respond to and close a TA.

How to create and submit a TA through a Fault and breakdown workflow

  1. Select TOPIx Home Page to open the vehicle search page.
  2. Enter a Vehicle Identification Number (VIN) or select the vehicle from the Vehicle Park.
  3. From the OPTION SELECTION box select Fault and Breakdown.
  4. Select Diagnose a fault or resume a previous workflow from the History area.
  5. Scroll down to the bottom of the step 1 page. Here you will find a link that will allow you to raise a TA.
  6. Select the Raise a TA link. See image E355836 below.
  7. This will open into a new page where you can complete the form to create a new TA report. See image E355860 below.
  8. You must complete the mandatory fields that are marked with either * or **.
  9. When the required fields have been completed select Submit. This will move the TA into the Local Technical Support (LTS) for review. When reviewed, LTS will respond with the next actions for you to complete. TOPIx will email you updates when the status of your TA changes.
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NOTES:

  • Any TA raised against this workflow will be displayed under the Raised Technical Support Issues area, which can be seen above the raise a TA link.

  • You must select the correct account for Jaguar or Land Rover vehicle, before submitting the form.

  • The email address you wish to receive status updates must be the one that is registered against your TOPIx account. If you need to change your email address, you can do this by selecting your username at the top of the page, and select Options. On this page you can update your email address. You must select Update at the bottom of the page to save your changes.

How to create a TA through Technical Support

  1. Enter a VIN or Select the vehicle from the Vehicle Park.
  2. From the OPTION SELECTION box select one of the options.
  3. Select Technical Support from the row of tabs at the top. See image E355864 below.
  4. Select TA from the tabs and this will allow you to complete the fields of the form.
  5. You must complete the mandatory fields that are marked with either * or **.
  6. When the required fields have been completed select Submit. This will move the TA into the LTS for review. When reviewed, LTS respond with the next actions for you to complete. TOPIx will email you updates when the status of your TA changes.
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NOTES:

  • You must select the correct account for Jaguar or Land Rover vehicle, before submitting the form.

  • The email address you wish to receive status updates to must be the one that is registered against your TOPIx account. If you need to change your email address, you can do this by selecting your username at the top of the page, and select Options. On this page you can update your email address. You must select Update at the bottom of the page to save your changes.

How to view and action an open TA

To View the Retailer In-tray
If you want to view, review or action any submitted TA or other Technical Support report types, you can do this through the in-tray.
  1. Enter a VIN or Select the vehicle from the Vehicle Park.
  2. To find the in-tray, select the OPTION SELECTION box select one of the options, on TOPIx.
  3. Select Technical Support from the row of tabs at the top.
  4. Select Intray and then select Open.
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NOTE:
  • You will be able to see colored bullet points to the left of every open report type
  • If the bullet is pink, LTS have updated the report, returned it for review and to complete the next actions.
  • If the bullet is yellow, the report has been submitted to LTS.
Filter the In-tray View
When the in-tray is open all reports can be viewed. You can filter your view to limit the report types shown, Open, Closed or Draft.
  1. Use the search function or change the filters in the in-tray.
To Update/Respond to a TA
To View, Respond and Request Closure of a report, the report must be selected and opened.
  1. Identify the report to be updated and select the information icon (on the right) of each report. When selected the report will open and allow for the LTS response to be read.
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If LTS have requested that you complete an activity on the vehicle and give a response based on the outcome, then the TA will need to be updated and sent back to the LTS. To provide a response, complete the below steps with the TA open:

  1. Go to the ‘News Feed’ section of the TA.
  2. Read the actions given by LTS and complete the activity as requested.
  3. Complete the requested activity and update the TA with the results of the activity. Select 'Send' this will return the TA back to LTS.
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After this step the TA will move back to LTS to review and respond with next actions to be completed.
To Close a TA
When the concern has been resolved, the TA can be closed.
  1. Open the TA.
  2. Scroll down the GCM Reports box and select the Close icon at the bottom. This will show a Close Report box where you can add information to the entry fields, giving the reason to close the TA. Select Close.
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The TA is sent to LTS to accept closure for the reasons you have given.
NOTE:
  • The TA remains in the Open In-tray until closure is accepted by LTS.
  • When closure is accepted by LTS, the TA is not visible in the Open In-tray and can only be seen if the ‘Closed’ in-tray is selected.