You have selected United Kingdom. Based on your configuration, United States might be more appropriate. Do you want to keep or change the selection?

MyTRUMPF User Guide - My service calls | TRUMPF

My TRUMPF User Guide: "My service calls"

In future, conveniently manage your service messages with MyTRUMPF or create them in MyTRUMPF directly. What was previously only possible using the Service App and a mobile end device can now also be done from a desktop workstation. Regardless of whether it's a machine breakdown, a technical problem or a question concerning maintenance, our User Guide can help you find out step by step how service cases work in MyTRUMPF and how to quickly and easily create new service messages or track existing ones.

All the advantages at a glance

Save time by reporting all service cases quickly and easily online.
The case is submitted directly and without delays to the responsible service engineer, who then reports back by telephone.
Feedback in real time on the progress of your case directly in MyTRUMPF.
Information about service messages is available to all MyTRUMPF users in a company.
Send service messages around the clock. Cases submitted at night are processed the next morning.

How to create and view service cases

Creating a new service case

Are you having problems with one of your machines and would like to create a new service case for it? Then simply click on "Create new case" (highlighted in orange) on the top left of the overview page. A two-stage form will open up directly which you can then fill in.

Entering detailed information concerning your service case

You can enter all the information concerning your service case on page 1 of the form: reason for the message, machine or machine number, error number(s), further remarks as well as photos. Once you have completed the form, click on "Next" at the bottom right (highlighted in orange) to go to page 2.

Storing a contact for a new service case

You can then enter the contact person for the service case on page 2. The service cases are transparent for everyone. This means that all employees of a company can see all service cases in MyTRUMPF and the Service App - regardless of which medium was originally used to create or supplement the service cases. The stored contact person is the first contact person for our Technical Service if they would like to contact you concerning your service case. Once you have completed the form, just click on "Send" and the new case is transmitted immediately (highlighted in orange).

A quick overview of all cases, filtered according to user-defined criteria.

The overview page "My service cases" provides a brief overview of&your service messages which have been created via the Service App or MyTRUMPF (overview on the next page). You can apply helpful filters above the case overview (highlighted in orange) to display specific service messages. This allows you to filter according to the following criteria: Status, Machine, Creator, Type.

A list of the service cases with detail view on click

All your service messages& are displayed on the overview page (stored via the Service App or MyTRUMPF). Thanks to an intelligent reload function with quick loading time. You can sort your service cases quickly using the logistics of your choice, for example according to machine or machine number, status, type, case number or even creator (highlighted in orange). To do so, just click on the arrow next to the desired criterion

Simply click on the arrow on the right directly next to the service case (highlighted in orange) to access the detail view of a service case.

Detail view with case development and further functions

You can see all the important case details in the detail view, for example case number, creator, date of creation, affected machine and more. The entire case development is shown at the bottom, so that you are always completely up to date. Furthermore, you can see the stored contact on the detail page and add information to the case, request a return call or close the case (highlighted in orange).

Displaying the responsible contact person

The contact person specified for the service case from your company is displayed under "Stored contact". Our Technical Service will contact the stored contact person. However, the service cases remain transparent throughout the company and can be viewed by all employees of a company.

Adding to an existing service case

Do you have any further important information on a service case or even images which could help to find or solve the problem? If so, you can use the "Add to case" button on the detail page to add additional information and images to a case. Just fill in the form and if necessary, upload the images and then send the form (highlighted in orange). The information will be added to your case immediately.

Request a return call

Do you urgently need a return call concerning one of your service cases? Request it quickly and easily using MyTRUMPF. Just click on the "Request return call" button, fill in the form and then send it (highlighted in orange). A service engineer will contact you as soon as possible.

Closing a service case independently

Would you like to close a service case independently ahead of time? You can request this via MyTRUMPF as well. To do so, simply click on "Close case" in the detail view of a service case. A form is then shown in which you can enter the reason for closing the case early. Afterwards, just send the form and it will reach our Technical Service (highlighted in orange).

All videos about service calls in MyTRUMPF

"My service calls": how to keep an overview of your service cases and how to set up new service cases directly in MyTRUMPF

You may also find this interesting

Notes:

  • Depending on the country, the display of the individual functions may vary. Please contact your MyTRUMPF support team if you are missing the functions specified here. We will then check straight away whether we can provide you with them.
  • You can always access the User Guide via the meta navigation at the top right.