The Groove application knows the inquirer is from United Aerospace, so that field is filled in, and the Groove application already knows the ticket number of this incident, because it has been created by the center-based system. Where appropriate, Groove and the center-based system exchange information. The customer enters a description of the problem along with and additional details as needed and submits his incident. The content in the form is pushed back to the center, and a new inquiry status is registered there and reflected back in Groove. The center-based system tells Groove to invite the appropriate DG engineer.
Groove has the ability to pre-populate shared spaces with data specific to the task at hand.
When the engineer initiated this space, he provided specific detail about the airframe and engine type. The image viewer also allows the supplier to place images into a file tool which can then be loaded as an image on the sketchpad. Here, they can jointly markup the image. Both the engineer and the rep can drag and drop images onto the sketchpad and use markup tools to solve the issue. The engineer doesn't have the level of detail required to identify a specific course of action.