Table of Contents

 Daimler Trucks Technical Support Dashboard

o DTTS Graphs
o My Tickets
o Review Ticket Notes
o Attach Files To An Existing Ticket
 Creating a Daimler Trucks Technical Support Ticket
 Chassis FTL, STL, WST Support Ticket
o Fault Codes
o Payment Information
o Preferred Method of Contact
o Attach Files To a Ticket
 Detroit Powertrain Support Ticket
o Customer Complaint
o Fault Codes
o Preferred Method of Contact
o Attach Files To a Ticket
 Daimler Trucks Technical Support Feedback
 Who Has Access to DTTS
Daimler Trucks Technical Support Dashboard
The new dashboard will show a person at the service location a view of all open tickets with
Daimler Trucks Technical Support. Tickets will be displayed from the dealer location in which
the user ID is assigned to.

Location Code: This should show the DTNA location code for the registered user.
From Date: This field will show the date to search tickets from. This is an editable field. The
default time range will be three (3) months.
To Date: This is the end date range. Field is not editable. The date will always display the
current date.
Search Tickets: Tickets can be searched by Reference Number, VIN, Serial Number (Last 6 of
VIN), or Engine Serial Number. This search feature will load a new page.
A new feature also included in the dashboard is a graph chart of tickets for the location. These
are graphed by Status, Workgroup, and Created By.

Status: The status can be New, WIP (Work In Progress), Pending, Resolved, or Closed. Clicking
on one of these options will refresh the page with the complete list of tickets in the status.
Workgroup: Three options depending on the group working the ticket; CAC, DDC, or FSPR.
Clicking on one of these options will refresh the page with the complete list of tickets assigned
to this group.

Created By: The name of the service technician, service advisor, or service manager who
created the ticket. Clicking on one of these names will refresh the page with the complete list of
tickets opened by that user.
The My Tickets section allows a user to see open tickets that they have created without
searching. This will be located under the graph section.

A user can search any field under Reference number, Ticket Summary, VIN/Serial, Created Date,
Status, or workgroup. As a user continues to type, the results will continue to filter down.
Matching results will become highlighted and non-matches will be hidden in the background.
The My Tickets section can also be exported and downloaded to Excel, CSV, PDF, or copied to
clipboard. These options are located on the right side of the page, just above the “Workgroup”
option.
Clicking on any of the tickets will open up a new pop-up page. This page will include the
following:
Requestor Information Tab, Vehicle Information Tab, Ticket Details Tab, and Attach Files Tab.
The tabs can be expanded or collapsed to the user preferences.

Requestor Information: Populated from the time the ticket was created. Has location
information, contact information, email address and phone number.
Vehicle Information: Important vehicle information listed here.
Ticket Details: The ticket details tab has multiple fields.
1. Ticket Summary – A brief description about the ticket.
2. Notes History – The notes history has the complete note log from the DTTS Agents.
3. Add Notes – A user is able to add notes to the ticket. This can be an update of the
status, requesting more assistance, or to be able to report back to the DTTS Agent
working the ticket.
Attach Files: Files are able to be attached to the ticket by the user. File sizes must be under 10
MB. To attach a ticket, click “browse”, select the file, then once the file is displayed on the page,
Click “Add”.

If the “Add” button is not clicked, the file will not be attached to the ticket.

Creating a New Daimler Trucks Technical Support Ticket – Information Page

To create a new ticket for support, click on the “Create a ticket” button. This will redirect to the
first of two pages to create a ticket. The form will route your request to the appropriate
personnel in the call centers.
Before submitting a request, please complete all published troubleshooting, review
DTNASolutions.com, and have all pertinent information available.
Technical Support Needed: Select either Detroit Powertrain or Chassis FTL, STL, WST.

Form Type: These options are tailored to the type of support you are requesting. There will be
different options for powertrain and chassis related support.
Requestor Information: Your Dealer code, First and Last Name, Location Name, Phone Number
and Email address that is registered to your SSO (Single Sign On) ID will automatically will
automatically be filled out for you. Please make sure this information is correct, and contact the
Dealer Help Desk (DHD) to update your information if needed.
The alternate contact information is an editable field that you can put additional email
addresses and/or cell phone/direct numbers to be reached. These fields are not required but
highly encouraged.
Vehicle Information: The vehicle information tab is integrated with DTNA systems
automatically be filled out with the last 6 numbers of the VIN. This is required for Daimler
Trucks Technical Support tickets.

To start, enter the last 6 of the truck VIN and click search. The system will quickly search and
populate the truck information. When this happens, confirm the information returned to make
sure we have the right information about the vehicle you are working on. Compare the
information populated with the truck information you have. If the fields match, select ‘Yes’ on
the “Is this your vehicle” box. Verify the Fleet/Customer name in the appropriate box. This
option is changeable since the truck may have been sold to a different customer or changed
names.

Required Fields: Required fields are marked with an Asterisk (*). The powertrain forms will have
the fleet/customer number required in addition to above fields. Different forms have different
requirements. If you see an asterisk, please make sure to fill out the form accurately as this is
information needed by the DTNA technicians.
Once all the information is entered and verified, select “Continue” at the bottom of the page to
get to the next portion of the support request.

Create a DTTS Ticket – Chassis FTL, STL, WST Information

The second page of the DTTS form will be where you are describing the issue you are facing.
This could be a Parts request, technical modification, letter request, etc. These forms were
built to be able to get the most information possible, at the same time, directed to the
technicians within these areas.
In the top portion of the page, the Requestor Information and Vehicle Information will move
over to this page. As a default, these tabs will be minimized to save space on the page. To
expand, click the arrow. To minimize, click the arrow again.
Each form has its own set of values, questions, and required information. We have provided
ghost text to help you start to fill out the form. This will give you an idea of what type of
information is needed and how best to relay it to us, and will help expedite processing your
ticket. Please be sure to fill out all fields as required to the best of your ability.
The forms types are: Parts Lookup, Allison Programming, Service Technical, Technical
Modification, NSM letter, CG Letter.

Fault Code: We are excited to announce a new way to report fault codes. The fault code
portion of these forms will give the ability to report up to 15 fault codes. The fault code format
will be in the format of Source Address, Suspect Parameter Number, Failure Mode Indicator
(SA, SPN, FMI).
To add the fault codes, select the appropriate source address from the drop down box. Source
address can be found in Diagnostic Link. Once the source address is selected, the system will
then populate the SPN list in another drop down box. Select your SPN. Next, select your FMI.
The FMI is populated in the drop down box based off of the SA and SPN. Once the FMI is
selected, the description of the fault code will populate in the “Description” area. If this is
correct, select if the fault code is either Active or Inactive. Once this is all selected, click “Add”.
The fault code will then be stored on the ticket. You can do this up to 15 times.
If your fault code is not listed in the system, you can type in the SA, SPN, and FMI into the fields.
You can also add a description of the fault (if necessary).
Payment Information: Payment is required for Allison Programming, Technical Modifications,
NSM Letters, and CG Letters. Currently, the only accepted payment is in form of a Purchase
Order.
Payment Method: Defaulted to Purchase Order. There may be alternate options in the
future.
Purchase Order Number (P.O.): Enter Purchase order Number.
Optional Comment: Leave a comment as desired and if needed.
 Before you are allowed to submit, you must agree to the terms and conditions. If you do
not read/agree, the form will not be processed.

Preferred Method of Contact: You now have the ability to select how you wish to be contacted.
In the forms, there will be two new options which haven’t been offered before.

You have two options to choose from: Email or Phone. Please select your best way to be
contacted.
We also have an option for you to choose your shift time. This helps us with time frames we
should call at. The options are First, Second, or Third shift.
Note: If further information is requested, we may opt to call if we determine a conversion is a
better way to resolve the issue at hand. This will be done in case by case basis.

Attach Files: Towards the end of the support request, you are able to attach files to the ticket.
The files can be up to 10 MB in size. Allowable file formats are listed in the ticket.
To attach a file: Files can be attached one at a time. Click ‘Browse’ and a pop up box will
appear. Choose your selected folder. Select the appropriate file and double click on it. Once
done, the pop up will close and you will see the file location in the attach files tab. Once you
confirm it is the correct file, click “Add”. Depending on the file size, this could take up to 10
seconds. Once the file is added, the page will refresh and the log file will be added under “File
Name”. If the wrong log file was attached, simply select the delete button.
 Note: If you do not click “Add”, the log file will not attach to the ticket when it is created.
This will cause a delay in response time.

Create a DTTS Ticket – Detroit Powertrain

The second page of the DTTS form will be where you are describing the issue you are facing.
This is set up for you to identify the major system you are working on, at the same time,
directed to the technicians within these areas.
In the top portion of the page, the Requestor Information and Vehicle Information will move
over to this page. As a default, these tabs will be minimized to save space on the page. To
expand, click the arrow. To minimize, click the arrow again.
Each form has its own set of values, questions, and required information. We have provided
ghost text to help you start to fill out the form. This will give you an idea of what type of
information is needed and how best to relay it to us, and will help expedite processing your
ticket. Please be sure to fill out all fields as required to the best of your ability.
The form types are set up by the problem that you are trying to results. The form types are:
Base Engine, Fuel System, Air & Aftertreatment, Transmission & Axle, Electronics, Software,
Parts, and Virtual Technician.

Customer Complaint: This field will describe the reason the customer brought the vehicle in for
service.
Fault Code: We are excited to announce a new way to report fault codes. The fault code
portion of these forms will give the ability to report up to 15 fault codes. The fault code format
will be in the format of Source Address, Suspect Parameter Number, Failure Mode Indicator
(SA, SPN, FMI).
To add the fault codes, select the appropriate source address from the drop down box. Source
address can be found in Diagnostic Link. Once the source address is selected, the system will
then populate the SPN list in another drop down box. Select your SPN. Next, select your FMI.
The FMI is populated in the drop down box based off of the SA and SPN. Once the FMI is
selected, the description of the fault code will populate in the “Description” area. If this is
correct, select if the fault code is either Active or Inactive. Once this is all selected, click “Add”.
The fault code will then be stored on the ticket. You can do this up to 15 times.
If your fault code is not listed in the system, you can type in the SA, SPN, and FMI into the fields.
You can also add a description of the fault (if necessary).

Troubleshooting Results: This field is designed to let us know what you have done so far. Please
be detailed with the steps performed in troubleshooting. You can also include any other notes
that you may think is necessary.
Preferred Method of Contact: You now have the ability to select how you wish to be contacted.
In the forms, there will be two new options which haven’t been offered before.
You have two options to choose from: Email or Phone. Please select your best way to be
contacted.
We also have an option for you to choose your shift time. This helps know the best time to call:
First, Second, or Third Shift.

Note: If further information is requested, we may opt to call if we determine a conversion is a

better way to resolve the issue at hand. This will be done in case by case basis.
Attach Files: Towards the end of the support request, you are able to attach files to the ticket.
The files can be up to 10 MB in size. Allowable file formats are listed in the ticket.
To attach a file: Files can be attached one at a time. Click ‘Browse’ and a pop up box will
appear. Choose your selected folder. Select the appropriate file and double click on it. Once
done, the pop up will close and you will see the file location in the attach files tab. Once you
confirm it is the correct file, click “Add”. Depending on the file size, this could take up to 10
seconds. Once the file is added, the page will refresh and the log file will be added under “File
Name”. If the wrong log file was attached, simply select the delete button.

Note: If you do not click “Add”, the log file will not attach to the ticket when it is created.
This will cause a delay in response time.

Once the information is completely filled out for the appropriate form, click submit. You will get
a notification of the ticket submission along with the reference number. An email will also be
sent with the ticket submission confirmation.
Feedback:
We have created a way to help us improve the forms in the future. If a user has any
suggestions, comments, or feedback, we ask that you click the “Leave Feedback” button in the
top right corner of the dashboard.

Feedback is limited to 2000 characters or less. The Feedback page will be monitored by the
Daimler Trucks Technical Support team to help improve processes. Do not submit any technical
requests through this page, as they will not be answered.

Access to Daimler Trucks Technical Support

The Daimler Trucks Technical Support system is open to Dealers and Distributors in North
America and Canada. Select fleets will have access to the Powertrain side. The user must have
an active Parts or Service Role defined by their SSO (Single Sign-on) ID.
DTTS Access is determined by a user’s Functional Business Role within the DTNA System, Org
Type, and DTTS App Role.
If you cannot access DTTS system, please see your security administrator.