Customer portal manual

Transcription

1 Content This short manual will guide you through registering a new user on the customer portal, as well as managing your cases or the cases of your company. The link to the customer portal: 1. Registration new user 1.1. Invitation Code If you want a new user on the customer portal, you need to request access to the Orbid Service Desk (helpdesk@orbid.be). As soon as the Service Desk has created the new user and linked it with the correct account, the new user will receive an at the address that was passed on. By clicking on the link in the , the user is redirected to the page to fill in the Invitation Code. If the redirection to the page fails, the following procedure can be followed to confirm the invitation code manually: Page 1 of 11

2 Go to the customer portal ( and click on Sign In. Now go to "Redeem Invitation" to enter the Invitation Code. Leave the "I have an existing account" checkbox blank. Page 2 of 11

3 A confirmation is displayed and you can now chose to setup a local account or to log in with a Microsoft Live ID Setup of local account To complete the registration of the new account a password needs to be chosen. Keep in mind the password requirements. Page 3 of 11

4 To complete the registration fill in the blanks in your profile information. Please re-enter your company adress. Page 4 of 11

5 From now on you can sign in with your local account. Page 5 of 11

6 1.3. Login with Microsoft Live ID Page 6 of 11

7 Page 7 of 11

8 2. Management of cases 2.1. Overview The start page of the customer portal can be viewed via the house icon. The overview of the cases can be viewed by clicking the link "Service desk. Here one can filter on the active and closed incidents Entering new case When creating a new case, it is important that the following information is available so that the Service Desk can process it further: Your name and location and where we can reach you if a problem should arise A description of the severity and impact of your problem Error messages you received when you identified your problem The program and the version you are working on Some changes that have recently happened and that you are aware of When you make a case, please provide a detailed description of the problem Page 8 of 11

9 The priority is composed according to the ITIL principles of impact and urgency: Impact: o High: More than 85% of the users are impacted and can not carry out their work o Medium: More than 20% of the users are impacted and can not carry out their work o Low: Less than 20% of the users are impacted and can not perform their work Urgentie: o High: the incident causes increasing damage; the work that can not be performed is bound to strict timing o Medium: the damage is limited and has limited influence on the timing of the execution of the work o Low: the incident has no dependency on an agreed deadline Combination of this determines the priority of the ticket: P1: Immediately P2: High P3: Medium P4: Low P5: Low To create a case, a new support request must be opened: Page 9 of 11

10 Meaning of the fields (can be adjusted by the Service Desk): Short description Type o Incident: issue, bug, error message o Request: ask for information, create a stadard Change request (new user, add rights, ) Page 10 of 11

11 o Problem: Investigate the underlying cause of common incidents o Enhancement: work to be planned Impact o Low: few users experience problems due to the incident o Medium: many users experience problems due to the incident, but there is a workaround o High: business is quiet Urgency o Low: work that can be scheduled o Medium: rapid intervention is required o High: immediate intervention is required Subject: category of the incident Description: full description Save the case via "Create Case" Add notes Notes and enclosures can be added to existing cases. Mind you, the Service Desk is not automatically informed of this! Page 11 of 11