DOCUTECH S HELPDESK GUIDE

Transcription

1 DOCUTECH S HELPDESK GUIDE

2 Table of Contents Introduction... 3 Contacting Docutech... 3 Helpdesk Information... 3 Logging into Docutech s Helpdesk Website... 3 Chat with Us... 5 Bugs, Issues, & Questions... 5 Creating a Helpdesk Ticket... 5 Tracking Your Tickets... 7 Development Requests... 8 Creating a Development Request... 8 Viewing Development Requests... 8 Knowledge Base Accessing the Knowledge Base Knowledge Base Articles MCAPS Support Contact List... 12

3 Introduction Docutech has added a helpdesk to improve customer service and support for MCAPS users. Through the Docutech helpdesk, tickets are created for each inquiry. Tickets can be reporting a bug, reporting a local issue, inquiring if something is a bug, questions on how a feature works in MCAPS or making development requests. All communication for an individual ticket is stored in one place, making it easy to view the ticket history. When a ticket is updated by Docutech or the user, an notification is sent out to anyone assigned to the ticket. In addition to creating tickets, users are also able to search the knowledge base for information on common topics at the Docutech helpdesk website ( We are continuing to add material to the knowledge base. If you have any recommendations for knowledge base articles, please let us know, and we will add them. Contacting Docutech MCAPS users can contact Docutech for assistance in using the program. Docutech can be reached by any of the following methods: the helpdesk: Send an to HelpDesk@MCAPS4.com and a ticket will be created based on your . This is helpful for tracking and reviewing the history and status of a ticket. Users will receive an notification with updates to the ticket and when the ticket is closed. This is the best method for contacting Docutech. Docutech helpdesk website: Navigate to the Docutech helpdesk website to create a new ticket, review ticket history or search the knowledge base for commonly asked questions. To create a new ticket, follow the steps below. Users will receive an notification with updates to the ticket and when the ticket is closed. The helpdesk website is: Send an to any (or all) Docutech staff for assistance. Docutech may create a ticket for you at the helpdesk for tracking. * Phone: Call Docutech staff for assistance. Docutech may create a ticket for you at the helpdesk for tracking. * *The MCAPS Support List flyer is at the end of this helpdesk guide. The same information is available in MCAPS under the Support ribbon tab in version or later. Helpdesk Information Logging into Docutech s Helpdesk Website Docutech transferred all active user accounts from the MCAPS Support website to our helpdesk website. The link to the helpdesk is:

4 To gain access to the helpdesk, click the Create an Account button (Figure 1 and 2). This will notify Docutech, and we will send you a temporary password for your account. Once logged in, users will be prompted to re-set their temporary password. Once logged-in, you will be directed to the home page (Figure 3). Figure 1: Initial Screen at Docutech s Helpdesk Website Figure 2: Create an account at Docutech s Helpdesk Website

5 Figure 3: Helpdesk Homepage Chat with Us When using the helpdesk, anywhere you see the chat bubble (Figure 4), you can chat with us for realtime support. This option allows you to ask your questions directly to a Docutech customer service representative in a live environment. After the chat is concluded, a ticket of your chat will be created so there is a history users can view. Figure 4: Chat icon Bugs, Issues, & Questions Creating a Helpdesk Ticket Tickets are created for each inquiry to report a bug, report an issue, or to ask a question about the program. To submit tickets at the Docutech s helpdesk website, click on the Submit a Ticket link in the

6 upper right corner (Figure 4). When creating a ticket, the following fields are required: a subject, ticket type, MCAPS version number, and user severity. Users can select from several types of tickets: Bugs/Issues, BETA Testing, Customer Support, and Development Requests. When creating a ticket, please, fill in each applicable field and be as detailed as possible. This helps us to determine the cause of the issue and answer your question quicker. Required fields must be answered before a ticket can be submited. Screenshots or screen recordings can be attached to your ticket (Figure 5). Screenshots are helpful to see the specific area of MCAPS and how your data is entered. All tickets created will be reviewed by Docutech for further action. Figure 5: Create New Ticket from Welcome Screen Figure 6: Attach screenshots or recordings to a ticket

7 Tracking Your Tickets From the helpdesk website, users can track their ticket history by clicking on the Tickets link (Figure 6). Here, you are able to see a list of all your open tickets (Figure 6). Switch to view closed tickets by clicking on the My Closed Tickets link. The Export CSV link will export an Excel document with your ticket information (Figure 6). Click the ticket name to open the ticket and see more details. In the ticket details, users are able to add additional comments or close the ticket (Figure 7). Figure 7: View of Open Tickets Figure 8: Add a Comment or Close a Ticket

8 Development Requests Creating a Development Request To create a Development Request, click on the Submit a Ticket link and choose Development Request from the Ticket Type dropdown (Figure 8). When submitting a development request ticket, please fill out the entire grid with as much detail as possible. Your development request should include: request subject, request category, request priority, can your office beta test, request description, how you would like to see the request implemented, why the request is needed, and the annual benefit. Once your request is submitted, it can be viewed from the Community section of the helpdesk. Figure 9: Submitting a Development Request Ticket Viewing Development Requests Users can view and comment on development requests by clicking on the Community link. From the Community section, you can view MCAPS4 Feature Requests that are Pending Approval, In Process, and Closed (Figure 9). To view a request, click to select one of the three forums (Pending Approval, In Process, or Closed). Once in a forum, relevant tickets will be listed to view. Click the link of the request to view details. The request will load (Figure 10 & 11). Users may add comment on a request (Figure 12). All development requests and comments will be reviewed by the Development Committee for further action. Things that are helpful to share are how your office currently uses MCAPS, if your office would use the request, and tips & tricks that improve your own offices workflow.

9 Figure 10: Community Page Figure 11: Development Request Details Figure 12: Development Request Details

10 Knowledge Base Accessing the Knowledge Base The knowledge base is a collection of articles that contain helpful information about MCAPS4. Articles can be steps on how to complete a task in MCAPS4, answers to commonly asked questions, troubleshooting common MCAPS errors, or tips and tricks to speed up your MCAPS workflow. The knowledge base is a quick and easy place to get answers on questions related to MCAPS. From the helpdesk home page, the knowledge base can be accessed by clicking the Knowledge Base panel in the middle of the screen. The knowledge base can be accessed from any other page at the helpdesk by clicking on the Knowledge Base link next to the Docutech logo (Figure 13). Figure 13: Accessing the knowledge base Knowledge Base Articles At the Knowledge Base, articles are grouped by topic. To read one of the knowledge base articles, click on the link with the article title (Figure 14). Once an article is loaded, information about the particular subject is displayed (Figure 15). At the end of each article, is a place to provide feedback on the information (Figure 16). Your feedback is valuable as we continue to grow our Knowledge Base. It is helpful for us to receive feedback on the how useful current the article selection is as we continue to update existing articles and create new ones.

11 Figure 14: Selecting a knowledge base article Figure 15: Knowledge base article Figure 16: Knowledge base feedback

12 MCAPS Support Contact List On the following page is the MCAPS Support Contact List. This document is also available in MCAPS under the Support ribbon tab. From the MCAPS Support tab, click on the Update button for the latest version of list.

13 MCAPS SUPPORT CONTACT LIST DOCUTECH WEBSITE To report a bug, ask a question, make a development request or search the knowledge base for commonly asked questions, visit our helpdesk website. For further information on how to use the helpdesk, see our Docutech s Helpdesk Guide. Docutech s Helpdesk: helpdesk@mcaps4.com Helpdesk Website: Login as a user at the support helpdesk USER SUPPORT For user support questions, contact Docutech s helpdesk or either Carrie or Jane at: TECHNICAL SUPPORT For technical questions, contact Docutech s helpdesk or either Mark or Matt at: MnCCC WEBSITE To receive notices on MCAPS Training and other MCAPS announcements, visit the RSVP page on the MnCCC website: QUESTIONS For questions regarding MnCCC or RSVP, contact: CARRIE SHEA carrie@mcaps4.com or JANE ALBERT jane@mcaps4.com or For any of the following support questions: Adding new staff Office preferences Creating a case Case searches & case updates Charging a case including adding charges, entering statute office override information, assembling a complaint & echarging Involved persons & involvement types Victim & witness notifications Templates & variables Reports Troubleshooting in MCAPS including incomplete/bad data warnings, Bugs and bug fixes Training Development requests MCAPS4 helpdesk & website Best practices in MCAPS Any other how to questions MARK THEOBALD mark@mcaps4.com or (office) (cell) For any of the following technical questions: echarging or echarging Services Program MNCIS Services Program Statute Service Program Task Program ereferral development efiling development MATT EIDEN matt@mcaps4.com or For any of the following technical questions: Technical issues and questions on setting up MCAPS on a work station Updating MCAPS with a new program release Technical issues with MCAPS Program errors Yellow error popup message Any other technical questions LISA MEREDITH lisa@mnccc.org or MCAPS USER GROUP COMMITTEES Executive Committee Chair: Stephanie Nuttall, Waseca County Development Committee Chair: Stephanie Nuttall, Waseca County Standards Committee Chair: David Hauser, Otter Tail County Technology Committee Chair: Stephanie Nuttall, Winona County Training Committee Chair: Stephanie Nuttall, Waseca County *If you are interested in serving on any of the committees, contact the committee chair.