Sircon User Guide A Guide to Using the Vertafore Sircon Self-Service Portal

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1 Sircn User Guide A Guide t Using the Vertafre Sircn Self-Service Prtal September 2016 Versin 16.8

2 Cntents Cntents Using the Vertafre Sircn Self-Service Prtal... 3 Lg In... 3 Hme Page... 4 Lg New Cases... 6 View Cases... 9 Adding Cmments Adding Attachments Page 2

3 Using the Vertafre Sircn Self-Service Prtal Using the Vertafre Sircn Self-Service Prtal Welcme t the Vertafre Sircn Self-Service Prtal! Yu may use the Self-Service Prtal t: Submit yur case and receive a case number immediately Attach additinal files r cmments needed t help reslve yur pen case Set the type and severity level f the case Check the status f yur pen case at any time Lg In Open yur web brwser and type in the web address: The page abve will appear in yur brwser. Enter yur Sircn-prvided username and passwrd in the fields prvided. Click the buttn that says Lgin. Page 3

4 Using the Vertafre Sircn Self-Service Prtal Tip: Click the Remember Me checkbx t have the system remember yur username. It will nt remember yur passwrd. Hme Page The Self-Service Prtal hme page will appear. In the center f the page, there is a user dashbard that gives yu easy access t all functins within the Self-Service Prtal. The dashbard links are lcated acrss the center f each page Links t the functins include: Hme Lg a Case View Cases Lgut Belw the dashbard yu will see the My Open Cases sectin. This sectin lists all f yur pen cases, including the Sircn-assigned case number, the subject, and the date that yu lgged the case. Yu may click n the link under the subject heading t view the case. (Thse Page 4

5 Using the Vertafre Sircn Self-Service Prtal with administrative rights will have the ptin t view just their cases r all the cases fr their cmpany.) Page 5

6 Lg New Cases Lg New Cases T lg a new case, click n the Lg a Case tab and perfrm the fllwing: 1. Enter Case Reasn frm the drpdwn menu t indicate why yu are lgging the case. Data Fix Enter if yu need assistance with a data fix. Enhancement Request Enter this fr any service imprvement r enhancement requests. Sftware Defect Use this reasn if sme knwn functinality is nt wrking r sftware is shwing errr cdes. Training/Questin Select this if yur case is a questin. Page 6

7 Lg New Cases 2. Enter level f severity frm the drpdwn menu. (Optinal) Use the severity level descriptins t help yu determine which level t chse. The levels are als utlined in the Service Level Agreement dcument. 3. Enter a custmer tracking ID. (Optinal) Yu may enter a number that will help yu track the case internally. 4. Enter the subject. This will be the identifiable name f the case. Select a phrase that describes yur case, fr example, can t appint in MI. (Required) 5. Enter a descriptin. Prvide the details needed t describe the nature f yur prblem. The descriptin shuld answer these questins: What is yur questin? What were yu trying t d when the errr ccurred? What prducer/firm were yu wrking with? Was there an errr statement r cde? Was there a cnfirmatin number r transactin number? After entering the descriptin, click the Submit buttn. A new case ntificatin will be autmatically sent t yu t let yu knw that the case has been lgged and assigned t a supprt analyst. Page 7

8 Lg New Cases Nte: Yu will be able t add attachments t yur case nce yu ve clicked the Submit buttn. At that time yu will be able t uplad screenshts, dcuments, r any ther pertinent details. Vertafre appreciates any screenshts r additinal infrmatin yu can prvide! Warning: Please d NOT uplad screenshts r any ther dcumentatin that includes scial security numbers. Please remve the screenshts frm the images r dcuments befre uplading. Page 8

9 View Cases View Cases T view yur case, click n the View Cases tab n the dashbard. The View Cases page will display details abut yur case, including: case number status reasn severity date/time pened subject descriptin custmer tracking ID case wner cntact name fllw-up date date/time clsed In this sectin, yu can als view when and by whm yur case was last mdified. The Related Cmments sectin belw displays any cmments have been added t the case r attachments that have been added. The Related Attachments sectin prvides details regarding any attachments that have been added t yur case as well as links t the attachments. T pen the attachments, simply click n the links. Page 9

10 View Cases Adding Cmments Yu may add cmments t a case by clicking n the Add Cmments buttn. The Submit Cmment page will appear. Type yur cmment in the bx prvided and then click the Submit buttn. If yu want t cancel yur cmment, click n the Cancel buttn. Tip: Yu can fit a great deal f infrmatin in the cmment bx, and the mre infrmatin yu add, the better yur Vertafre representative can help yu! Page 10

11 View Cases Adding Attachments Yu can als attach any number f files that may serve t reslve the case. (Screen shts, Spreadsheets r Dcuments) By using the Brwse buttn, yu can search fr a lcal file n yur cmputer. Once the file is selected, click the Attach buttn. Click the Dne buttn when it is finished uplading the file. When yu have cmpleted yur sessin n the Self- Service Prtal, yu can click the Lgut buttn t exit. Page 11

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