BlueFire Customer Portal

Transcription

1 BlueFire Customer Portal User Guide November 2010 VERSION: DATE: TEST TEST Commercial-in-Confidence The information contained in this document remains the property of BlueFire. It is furnished to our customers in confidence, with the understanding that it will not be used or disclosed for any purpose other than evaluation. BlueFire reserves all rights. No part of this document may be photocopied, stored in electronic form, reproduced, or translated to another language without the prior written consent of BlueFire.

2 TABLE OF CONTENTS 1. Welcome to the BlueFire Customer Portal Logging On SERVICE DESK Tickets Scheduled reporting Example of scheduling a report Reviewing previously run reports Additional reporting requirements Order Tracking Section Accepting an order online User Admin Section All Users Section Site Admin Section Page 2 of 13

3 1. WELCOME TO THE BLUEFIRE CUSTOMER PORTAL The BlueFire Customer Portal is a useful tool for keeping tabs on all your BlueFire related services. Via the portal you can accesss information on: 1. Helpdesk Calls view the progress of open helpdesk calls, and full details of calls which have been closed. You may also schedule reports. 2. Order Tracking view the details of quotes waiting approval, pending delivery, closed or declined. Also allows you simple access to accept orders waiting approval. 3. User Admin view & update the contact & site details on file for your organisation. Page 3 of 13

4 This user guide will assist you as you navigate through the BlueFire Customer Portal to find the information you require and make full use of its features. Page 4 of 13

5 2. LOGGING ON The BlueFire Customer Portal is accessed via the BlueFire website You can log on by clicking Customer Login. Use your address as your login. If you do not have a password and we already recognise your address you will receive a password via . If we don t recognise your address, please contact your account manager, or sales@bluefire.com.au to request login details. Once logged on you can navigate via the various icons across the top. Page 5 of 13

6 3. SERVICE DESK TICKETS The Service Desk Tickets information and progress organisation has placed on the portal allow you access to on any support calls which your on BlueFire, or that have been automatically generated by our suite of monitoring tools. The support tickets are categorised as New, Open, Pending, Resolved or Closed. A ticket may be placed in Resolved status by our engineer awaiting your feedback, and will close after 2 days. (a) To expand the view, click the + sign. This view will give you an overview of all support tickets placed by your organisation. (b) To view more detail of an individual support ticket, click the support ticket number in the first column of data. Here you can view all correspondence relating to a support ticket. Review the progress of one which is underway, or see how a previous ticket was resolved. From this view you can also change the details of the person managing the issue within your organisation. (c) To create a new support ticket, click Create a support call on the top right of the page, and filll out the form. Page 6 of 13

7 The form used to create a new support ticket: Page 7 of 13

8 3.1 Scheduled reporting You may use the Portal to build a report of support tickets, and have that report ed to you on a schedule. The will contain an HTML report, which can be copied/pasted into Excel for additional analysis. A PDF of the report is also available online, and a link to this is included in the Example of scheduling a report In the following example, a report will be generated and ed each Monday morning (at 2:00am), containing all calls which have not been closed or resolved. Additional options are available for reports which include Closed tickets. Page 8 of 13

9 These options are further refined when the scheduling frequency is specified. For example, reports which are scheduled for a day of the week can be configured to show tickets from the previous week or the current week. Reports can be tested, using the Run Report now option, or saved. Custom date ranges can be specified, which is usually used with immediate report generation. The criteria can be further refined by selecting whether you want the include tickets with the creation date, the closure date or the last modified date in the appropriate date range. Page 9 of 13

10 3.3 Reviewing previously run reports Reports which were generated earlier, either scheduled, or manually run, can be viewed in this menu: 3.4 Additional reporting requirements Please discuss any additional requirements with your Service Delivery Manager. Page 10 of 13

11 4. ORDER TRACKING SECTION You can use the order tracking section to accept an order with BlueFire or review previous quotations provided by BlueFire. Use the Order Tracking menu to view your orders sorted either: By Quote Number By Month By Status Pending Delivery By Part Number Expand the sub menus by clicking the + symbol. Once you have selected a view you can seee more detail for an individual quote by clicking on the Quote Number. Online Orders have been created by you or someone within your organisation. This feature is enabled by request. Quotations have been created by your account manager, and are shown online. Page 11 of 13

12 4.1 Accepting an order online For orders which are classified Awaiting Acceptance you can approve quotes online. To do this: (a) Select by status from the order tracking menu. Select a quote from the Quotations : Awaiting Acceptance classification by clicking on the quote number. (b) Review all information relating to the quote. To accept the quote, click the Accept Quote Button. Page 12 of 13

13 5. USER ADMIN SECTION Select User Admin to view the contact and site details which BlueFire have on file for your organisation. Updates which are made in this area will automatically update your details within our systems. 5.1 All Users Section Select All Users from the User Admin menu to manage and view contact details for individuals within your organisation. To make changes to an individuals details, click on their name. You will be taken to a form where you can make changes to their contact details. 5.2 Site Admin Section Select Site Admin from the User Admin menu to manage and view details for each of your organisations sites which are listed with BlueFire. To update the address details of a site, click the site name. You will be taken to a form where you can make changes to the address details for that site. Page 13 of 13