User s Guide FICO Online Support

Transcription

1 FICO Online Support User s Guide User s Guide FICO Online Support Make every decision count

2 This document is the confidential, unpublished property of Fair Isaac Corporation. Receipt or possession of it does not convey rights to divulge, reproduce, use, or allow others to use it without the specific written authorization of Fair Isaac Corporation and use must conform strictly to the license agreement. The information in this document is subject to change without notice. If you find any problems in this documentation, report them to us in writing. Fair Isaac Corporation does not warrant that this documentation is error-free, nor are there any other warranties with respect to the documentation except as may be provided in the license agreement Fair Isaac Corporation. All rights reserved. FICO and Fair Isaac are trademarks of Fair Isaac Corporation in the United States and may be trademarks or registered trademarks of Fair Isaac Corporation in other countries. Other product and company names herein may be trademarks of their respective owners. Document Revision D Last Revised April 28, 2014 Version 2.0 LG7.0

3 Contents Contents CHAPTER 1: Using FICO Online Support The FICO Online Support Home page Creating a New Case Finding Cases Using Search Terms Using Case Numbers Using an Advanced Search Using Case Lists Viewing Case Information Editing Case Details Adding an Attachment to a Case Adding a Comment to a Case Closing a Case Cloning a Case Reopening a Case Viewing Your Installed Products Viewing and Rating Knowledge Base Articles Searching for Knowledge Base Articles Updating Your Profile Changing Your Password Requesting Access to FICO Online Support APPENDIX A: Contacting FICO Product Support Product Education Product Documentation About FICO Fair Isaac Corporation Confidential and Proprietary Information 3

4 Contents 4 Fair Isaac Corporation Confidential and Proprietary Information

5 FICO Online Support User s Guide CHAPTER 1 Using FICO Online Support FICO Online Support is the portal where you can log and update support cases. You can also search knowledge base articles for your FICO products, as long as your support contract is active. In addition, you can use the site to track cases that were opened when someone from your organization called or ed FICO Product Support. To log on to FICO Online Support, go to and click FICO Online Support Login or To log into FICO Online Support. Figure 1: The Support page Enter the user name and password that you were ed and click Log on. If you have misplaced your credentials, you can click Forgot your password? to have a new set ed to you. You may wish to bookmark the Support logon page ( for quick access. The FICO Online Support Home page The FICO Online Support Home page provides you with telephone contact information to use in the case of a Severity-1 issue, as well as links on the left of the page to quickly perform common functions. Figure 2: The FICO Online Support Home page Fair Isaac Corporation Confidential and Proprietary Information 5

6 Chapter 1: Using FICO Online Support Figure 3: The FICO Online Support Home page To log off from FICO Online Support, do one of the following: Click Logout on the lower right side of any page. Click Logout in the Welcome area of the Home, Cases, or Installed Products page. Creating a New Case Before creating a new case, you may want to search existing cases for your organization to make sure that a similar case has not been entered by a colleague. You may also wish to search the knowledge base articles using the Find Articles link on the left, to see whether an answer to your question already exists. Important Take care when adding passwords, financial information, or company confidential information to a case. The case is visible to other FICO Online Support users from your company and to FICO Support employees. See Also For more information, see Finding Cases on page 9 and Searching for Knowledge Base Articles on page Do one of the following: In the lower left corner of the Home, Cases, or Installed Products page, click Create New and select Case. In the Recent Cases area of the Cases page, click Create New Case. 6 Fair Isaac Corporation Confidential and Proprietary Information

7 FICO Online Support User s Guide 2 (Optional) In the Client Tracking Number field, enter a tracking number for the issue, if your organization is using one. 3 Select a Severity for the case to indicate how severely the issue is affecting production: 1 Production Down Emergency 2 Production Impaired 3 Production Inhibited 4 General Assistance 4 Select a Priority for the case to indicate the priority to your business. Note For critical issues, call FICO Product Support directly. 5 Select a level for Business Impact. 6 If you selected a business impact level of Medium, High, or Critical, you must provide a brief description in Business Impact Summary. Note If you select a business impact of High or Critical, or a priority of High or Urgent, the system automatically defaults to Severity 2. Figure 4: Entering case information 7 From the Installed Product list, select the FICO product relevant to the case. The list shows the active products used by your organization. If your product is not listed, select the most similar entry and clearly define the product you would like to see added to this list in the case Subject, or call FICO Product Support directly. 8 In the Subject field, enter a brief description of the issue. 9 In the Description field, provide more details on the issue. Include information about when the problem started, how to recreate the problem, and what steps you have taken to try to solve the problem. If the problem resulted in any errors, provide the error message number or a brief error description. Fair Isaac Corporation Confidential and Proprietary Information 7

8 Chapter 1: Using FICO Online Support 10 From the Lifecycle Indicator list, select the product implementation stage at which the problem is occurring (Implementation, Production, or Non-Production). 11 From the System Environment list, select the environment in which the issue is occurring (Development, Test, or Production). Figure 5: System information and articles related to the new case Note When you start entering the case subject, knowledge base articles related to your case subject appear at the bottom of the page. Clicking one of these links will open the article in a new browser window or new browser tab so that you can see whether it helps resolve your issue. You can rate the article on a scale of 1 to 5 for its usefulness to your situation. This information will be used to improve your knowledge base experience. You can rate an article only once. 12 If you want to add an attachment to your case, click Submit & Add Attachment. Otherwise, skip to step Click Submit. Your case is created and appears at the top of the All Open Cases list on the Cases page. See Also For information about adding attachments, see Adding an Attachment to a Case on page Fair Isaac Corporation Confidential and Proprietary Information

9 FICO Online Support User s Guide Finding Cases You may want to find existing cases in the system to check on a case s status or to make sure a case for a particular issue doesn t already exist before you enter a new one. To find cases, you can enter search terms, search for a case number, use an advanced search, or browse a list of cases. Using Search Terms If you know some words or phrases that are likely to appear within a case, you can search on them. 1 In the Search area on the left side of the Home, Cases, or Installed Products page, select an area to search: Search All (default) All cases, tasks, notes, and installed products Cases Cases assigned to your organization Tasks Actions assigned to your case by FICO Product Support Notes Entries on your case added by you or FICO Product Support Installed Products The products your organization owns 2 Enter your search criteria in the Search box and click Go. Figure 6: Cases found using search terms The system searches the selected area(s) for matching information and lists items that match. If only one case is found, it presents details for that case; if multiple cases are found, it presents a list of matching cases. In the list of matching cases, an Edit link appears to the left of each case number. Fair Isaac Corporation Confidential and Proprietary Information 9

10 Chapter 1: Using FICO Online Support Using Case Numbers You can search for a case number or the first part of a case number. Do one of the following: If you know the case number, enter it in the Search area on the left side of the Home, Cases, or Installed Products page and click Go!. Your case will open for you on the screen. If you do not know the entire case number, you can enter the beginning of the case number in the Search area and click Go!. The system displays a list of cases starting with those numbers. Figure 7: A case found using a case number Note You can also search on a legacy Service Request number. Using an Advanced Search An advanced search allows you to set more criteria for your search. 1 In the Search area on the left side of the Home, Cases, or Installed Products page, click Advanced Search. 2 In the Search box, enter the terms you want to find, using the following enhanced search capabilities if desired: Use operators such as AND, OR, and AND NOT to refine your search. For example, if you want to find items about messages which are not error messages, enter message and not error. Put quotation marks around multiple search terms to perform an exact phrase match, for example, case manager. This will narrow down your search results by including items that contain case manager while excluding items that contain only case or only manager. Add an asterisk to the end of your search term to search for items that start with the word, for example, enter pay* to search for pay, payment, or payable. 10 Fair Isaac Corporation Confidential and Proprietary Information

11 FICO Online Support User s Guide Figure 8: Performing an advanced search 3 If you did not use quotation marks in the Search box but you want to search for the exact phrase that you entered, select the Exact phrase check box. 4 In the Scope area, select the check box for each type of item you want to search (cases, case comments, tasks, notes, attachments, or installed products). 5 Click Search. Items that match the search are displayed, with the number of each type of item shown in a row at the top. Figure 9: Advanced search results 6 If the item you are seeking was not found and you want to refine the current search, click the Advanced Search link in the Advanced Search Results. To start a new search, click Advanced Search in the sidebar. Note If you assigned a client tracking number to a case and you know the number, you can perform an advanced search on the number. Fair Isaac Corporation Confidential and Proprietary Information 11

12 Chapter 1: Using FICO Online Support Using Case Lists The Cases page allows you to browse the cases for your organization. Cases are grouped into list views of cases that meet certain criteria. 1 Click the Cases tab. By default, the Cases tab lists recent cases, regardless of what is shown in the View drop-down list. 2 Filter the cases by selecting one of these list views from the View dropdown list: All Cases All cases in the system, regardless of status. All Closed Cases All cases in a Closed status. This view excludes the view of Closed by Customer. All Closed with Defect Number All cases in a Closed status that have a defect number. All Defects All Cases in a Defect status with or without a defect number. All Enhancements All Cases in an Enhancement status. All Open Cases All cases in an Open status. This view excludes Closed Cases, but does include the status Closed by Customer. Cases Closed Last 7 Days Cases closed in the last 7 days. Recently Viewed Cases Cases you have recently viewed. When a list view is displayed, an Edit link appears to the left of each case number. Figure 10: A list of all open cases 3 Cases must be open or reopened before you can edit them. To edit a case, choose one of the following options: Click Edit to edit the Case Overview, Case Summary, or Case System Information. Click the case number to add attachments or comments to the case. 12 Fair Isaac Corporation Confidential and Proprietary Information

13 FICO Online Support User s Guide Tip Here are some ways you can change the list of displayed cases: Sort the case list by clicking any of the column headings. Click any of the column headings, then click an alphabet letter to narrow down the list to items in that column that start with the selected letter. For example, click Contact Name, then click the letter C to display only those cases with a contact last name starting with C. Click All in the alphabet list to remove the filter. Change the number of items displayed in a view list by clicking the Show 25 items or Show 10 items link that appears under the list. Viewing Case Information As a case is worked on, it moves through the case lifecycle. FICO Online Support allows you to view case status and other information at your convenience. 1 Locate your case by selecting a list view or by searching for the case. 2 Click the case number to open it. Figure 11: Viewing case details 3 View case owner, case number, client tracking number, installed product, status, severity, priority, and business impact information in the Case Overview area. Case statuses are set by FICO and include these values: New New issue Active In progress Resolved Resolution provided, awaiting customer confirmation Fair Isaac Corporation Confidential and Proprietary Information 13

14 Chapter 1: Using FICO Online Support Awaiting Customer Response Awaiting customer response Awaiting Internal Response Awaiting internal response Reopened Case has been reopened Cancelled Case has been cancelled (created in error, or duplicate) Closed by Customer Customer has closed the case Closed Issue resolved and closed by FICO Product Support Case severity levels are set by FICO and include these values: 1 Production Down Emergency 2 Production Impaired 3 Production Inhibited 4 General Assistance 4 View case subject and description information in the Case Summary area. 5 View case lifecycle and system environment information in the Case System Information area. 6 View statistics such as when the case was opened, who last modified the case, and any legacy FICO Product Support service request number in the Case Statistics area. Figure 12: Viewing additional case information 7 View articles related to the case in the Articles area. 8 View attachments in the Attachments area. 9 View comments in the Case Comments area. 14 Fair Isaac Corporation Confidential and Proprietary Information

15 FICO Online Support User s Guide 10 View and drill down into support activity on the case in the Activity History area. Note If you expect to see case comments or activity history on the case, but they do not appear, this may be because they have not been made visible. Add a comment requesting that Product Support make these items visible to you. Editing Case Details You can modify the details of any of your organization s open cases. 1 Locate your case by selecting a list view or by searching for the case. 2 If multiple cases are listed, click Edit next to the desired case number to display the case details. If a single case is listed, click Edit Case in the Case Detail area. 3 Update the Case Overview, Case Summary, or Case System Information sections as needed. Figure 13: Editing case details 4 Click Submit to save your changes. Note If you want to escalate a case, increase the severity level and save your changes, then add a comment explaining why you need to escalate the case. See Adding a Comment to a Case on page 17. You cannot increase the severity level to 1; you must call FICO Product Support to log Severity-1 cases. Fair Isaac Corporation Confidential and Proprietary Information 15

16 Chapter 1: Using FICO Online Support Adding an Attachment to a Case If you need to add supporting information (such as a log file or screenshot) to a case, you can add it as an attachment. Attachments must be no larger than 10 MB. If you need to submit an attachment that exceeds this size limit, add a comment to the case so that a Support engineer can arrange an alternate delivery method. See Adding a Comment to a Case on page As you finish entering or editing a case, click Submit and Add Attachment instead of Submit. Figure 14: The Attachments area 2 Click Browse, find the file that you want to attach, select it, and click Open. 3 Click Attach File. 4 Repeat steps 2 and 3 for any other files that you want to attach. 5 Click Done. Any attached files are uploaded and become part of the case. Figure 15: An uploaded attachment 6 After adding an attachment, click Edit and enter a description for the attachment. 16 Fair Isaac Corporation Confidential and Proprietary Information

17 FICO Online Support User s Guide Figure 16: Edit links for attachments 7 Choose a privacy option for the attachment: If you want only the person who added the attachment to be able to see and download the attachment, leave the Private check box cleared. If you want anyone from your organization to be able to see and download the attachment, select the Private check box. FICO Product Support will be able to see the attachment regardless of which option you choose. 8 To view details about an attachment, click the attachment file name. Figure 17: Attachment details Adding a Comment to a Case You can use case comments to converse with a FICO Product Support engineer about the progress of a case or to add more details to a case. 1 Locate your case by selecting a list view or by searching for the case. 2 Click the case number. 3 Scroll down to the Case Comments section at the bottom and click Add Comment. 4 In the Comment Details area, add your comments to the FICO Product Support engineer. Fair Isaac Corporation Confidential and Proprietary Information 17

18 Chapter 1: Using FICO Online Support Figure 18: Adding a case comment 5 Click Save. Your comments are added to the case and a notification is sent to the Product Support staff assigned to the case. Closing a Case After a case has been resolved to your satisfaction, you should request that it be closed. 1 Locate your case by selecting a list view or by searching for the case. 2 Click the case number to open it. 3 In the Case Detail area, click Close Case. The case status changes to Closed by Customer and the FICO Product Support engineer assigned to the case is notified of the closure. The engineer will review the case to ensure that the entire issue is resolved and if so, will change the case status to Closed. Figure 19: A case with a Closed by Customer status Cloning a Case If you need to enter a case that is similar to an existing case, you can clone the existing case, then change the details that differ before submitting the cloned case. 1 Locate the case that you want to clone by selecting a list view or by searching for the case. 2 Click the case number to open it. 3 In the Case Detail area, click Clone. The case details are copied over to a new case. 18 Fair Isaac Corporation Confidential and Proprietary Information

19 FICO Online Support User s Guide 4 Alter the items that need to change and submit the cloned case. The case is assigned a new number and a status of New. Figure 20: A cloned case Reopening a Case Generally, FICO Product Support staff are responsible for updating the statuses of cases that you have entered. However, there is one situation where you can change the status: you can reopen a previously closed case. Note You cannot reopen a Case that has been closed for more than 30 days. If you need to reopen such a case, either clone it or contact FICO Product Support. 1 Locate your case by selecting a list view or by searching for the case. 2 Click the case number to open it. 3 In the Case Detail area, click Reopen Case. The case status changes to Reopened and the FICO Product Support engineer assigned to the case is notified of the change. Figure 21: A case with a Reopened status Fair Isaac Corporation Confidential and Proprietary Information 19

20 Chapter 1: Using FICO Online Support Note If you need to add an attachment to a closed case because the issue was not resolved, reopen the case before adding the attachment. Viewing Your Installed Products You can view information on the products owned by your organization. 1 Click the Installed Products tab. 2 Click Go!. The system displays the list of products currently owned by your organization. Figure 22: A list of installed products 3 To narrow down the list of displayed products, click an alphabet letter in the bar above the list. This limits the products to those beginning with the selected letter. 4 To view additional details on a product, including cases associated with the product, click the product name. 20 Fair Isaac Corporation Confidential and Proprietary Information

21 FICO Online Support User s Guide Figure 23: Product details Viewing and Rating Knowledge Base Articles There are three types of solutions: Question and Answer A two-part solution: contains a Question for which FICO Product Support can recommend an Answer. Symptom Cause Action A three-part solution: contains a Symptom for which there is a Cause, and an Action that FICO Product Support recommends to alleviate the symptom. Technical Note A one-part solution: contains a standalone piece of technical information (Note) that does not fit the Question and Answer or Symptom Cause Action formats. You can view knowledge base articles that may answer your support questions, as well as rate those articles on how effective they are. 1 Click the Knowledge tab. A list of articles appears, sorted according to the last sort order that you used. Figure 24: Recently published articles Fair Isaac Corporation Confidential and Proprietary Information 21

22 Chapter 1: Using FICO Online Support 2 Click the desired article title. The article opens in a new tab or new window, depending on your browser settings. 3 To view the article s properties, such as its number or the date on which it was last modified, click the Show Properties link in the upper right area of the page. Figure 25: An article with properties displayed 4 (Optional) Rate the article by clicking the desired number of stars in the upper left area of the page. You can rate the article on a scale of 1 to 5 (where 1 is the least useful and 5 is the most useful) for its usefulness to your situation. This information will be used to improve your knowledge base experience. You can rate an article only once. 5 When you are finished, close the tab or window in which the article appears. 22 Fair Isaac Corporation Confidential and Proprietary Information

23 FICO Online Support User s Guide Searching for Knowledge Base Articles To narrow down the list of knowledge base articles, you can search for words contained in the article or search only for articles of certain types. 1 Do one of the following: In the Find Articles area of the Home, Cases, or Installed Products page, enter a search phrase and click Go!. In the Knowledge page, enter a search phrase in the Search box and press Enter. Articles matching the search phrase are listed on the Articles page. 2 To narrow down the search results based on product category, below the Search box, click Product Support and select the desired category. Figure 26: Selecting a product category 3 To narrow down the search results based on the type of article, below the Search box, select All Article Types, clear the check boxes for any types you do not want to include in your search and click Apply. Figure 27: Specifying article types Fair Isaac Corporation Confidential and Proprietary Information 23

24 Chapter 1: Using FICO Online Support 4 To sort the resulting article search results, click Sort by and select your desired sort order. Figure 28: Changing the sort order 5 To view an article in the list, click its title. Updating Your Profile In your FICO Online Support profile, you can update your contact information and change your display preferences. 1 In the Welcome area of the Home, Cases, or Installed Products page, click My Profile. 2 Click Edit. Figure 29: Editing profile information 3 Make changes as needed. For example, in the Time Zone list, choose your time zone. This time zone is recorded in any cases you submit from the FICO Online Support site, and assists FICO Product Support in knowing when to contact you. 4 Click Save. 24 Fair Isaac Corporation Confidential and Proprietary Information

25 FICO Online Support User s Guide Changing Your Password You must change your FICO Online Support password every 90 days, and you cannot reuse a password that you have used within the last 180 days. Passwords must be at least eight characters long and must have a mix of letters, numbers, and at least one of these special characters:! # $ % - _ = + < > 1 In the Welcome area of the Home, Cases, or Installed Products page, click My Profile. 2 Click Change My Password. Figure 30: Changing password information 3 In the Old Password field, enter your existing password. 4 In the New Password field, enter a new password. 5 Enter the same new password in the Verify Password field. 6 Click Save. Requesting Access to FICO Online Support Request access to FICO Online Support in one of the following ways: support@fico.com with the words portal access in the subject line. In your provide your name, your company name, and your address. Go to and click Support Registration on the left side of the page. Complete the online form and click Submit. A request will be sent to FICO Product Support to generate your credentials. As part of that process, they will confirm entitlement and your active products, generate a set of credentials, and them to you. Fair Isaac Corporation Confidential and Proprietary Information 25

26 Chapter 1: Using FICO Online Support 26 Fair Isaac Corporation Confidential and Proprietary Information

27 APPENDIX A Contacting FICO FICO provides clients with support and services for all our products. Refer to the following sections for more information. Product Support FICO offers technical support and services ranging from self-help tools to direct assistance with a FICO technical support engineer. Support is available to all clients who have purchased a FICO product and have an active support or maintenance contract. You can find support contact information on the Product Support home page ( On the Product Support home page, you can also register for credentials to log on to FICO Online Support, our new web-based support tool to access Product Support 24x7 from anywhere in the world. Using FICO Online Support, you can enter cases online, track them through resolution, find articles in the FICO Knowledge Base, and query known issues. Product Education FICO Product Education is the principal provider of product training for our clients and partners. Product Education offers instructor-led classroom courses, web-based training, seminars, and training tools. For additional information, visit us at or producteducation@fico.com. Product Documentation About FICO FICO continually looks for new ways to improve and enhance the value of the products and services we provide. If you have comments or suggestions regarding how we can improve this documentation, let us know by sending your suggestions to techpubs@fico.com. FICO (NYSE:FICO) delivers superior predictive analytics solutions that drive smarter decisions. The company s groundbreaking use of mathematics to predict consumer behavior has transformed entire industries and revolutionized Fair Isaac Corporation Confidential and Proprietary Information 27

28 Appendix A: Contacting FICO the way risk is managed and products are marketed. FICO s innovative solutions include the FICO Score the standard measure of consumer credit risk in the United States along with industry-leading solutions for managing credit accounts, identifying and minimizing the impact of fraud, and customizing consumer offers with pinpoint accuracy. Most of the world s top banks, as well as leading insurers, retailers, pharmaceutical companies, and government agencies, rely on FICO solutions to accelerate growth, control risk, boost profits, and meet regulatory and competitive demands. FICO also helps millions of individuals manage their personal credit health through Learn more at FICO: Make every decision count TM. 28 Fair Isaac Corporation Confidential and Proprietary Information