All Native Inc Customer Web Portal

Transcription

1 All Native Inc Customer Web Portal Page 1 of 10

2 esupport Login Page (See screen shot below) Login Page: The login page is where you log into the web portal using your provided User ID and Password. If you have forgotten your password, please select the send link to send an to the system administrator for assistance. If you are a first time user click the click here hyper link beneath the Password box on the login page, fill out the form as shown in the figure below, hit Submit, and your username / password will be sent to you. Page 2 of 10

3 Main Page Once you ve logged into esupport, you will see a list of open cases available for you to view, add notes, etc. as shown in the screen capture below. This is your home screen and is accessible on every page (Except the home screen itself) while logged in by clicking the home screen icon. The navigation links on the left hand side of the home screen are displayed once you ve logged in. On the top right hand corner, the question mark denotes the system help file and the arrow designates the log out function. You can open a detailed view of any case displayed on the home screen by clicking on the hyperlinked case number. This brings you into the support center and the functions that are available within that area. In order to go back to this main home page please select the house icon in the top right hand corner. Page 3 of 10

4 Customer Profile If you select the customer profile link you will see the following screen: Password Information: In this section of the user profile you are able to change your password by putting in a new password and verifying it. Once you select the modify password button Personal Information You can modify any of the open fields but all of the fields with a red asterisk must be filled in otherwise you will not be able to modify your personal information. You ll notice a specific area of interest: Site Selection o This drop down lists the 3 different ways to order sites when doing a search: Site Query (Recommended if you support multiple sites) Sort Site By Name (Sorted by site name alphabetically) Sort Site By ID (Sorted by site ID numerically) Once you have selected the Modify Personal Info button, a confirmation screen will appear. At this time you will need to log out and log back in for the changes to take effect. Page 4 of 10

5 Support Center Once you select the Support Center link, you will have the following options: Create New Case (default) Case Query Add Notes Create New Case In order to begin creating a new case you have to select a site. The Site Query page is displayed when you select the New case navigation button. You can enter part of all of any of the displayed fields to find your site and then click List Sites. If you don t know any details about the site just leave all search fields blank and click List Sites to display all sites. From the list of sites returned click the circular select box under column Select: and then click the Use Site button. The next screen displayed will prompt you to select a case type and a product from a list of products assigned to the selected site. Select your case type from options Repair, MAC and Inquiry. Now select your product and click the Use Product button. Page 5 of 10

6 In the New Case Data Entry form, you must fill in the fields that have a red asterisk by it. These fields are required fields in order to create a case. Title o The title of the case should reflect a short description of the case issue(s). Delivery / TOPS ORDER # o Enter the Delivery / TOPS ORDER # here. This field will be searchable. Priority o Choices are: System Down, High, Medium (default), and Low Request Date o If you want the work to be performed on a specific date and time enter that information here. Onsite Contact o The onsite contact is the person at the customer site that needs to be contacted for the work. Onsite Phone o This field represents the phone number of the onsite contact. Note: If you are not on site at the location in which you are logging a case, please provide the name and phone number of someone we can contact on site if needed. Notes o Enter any notes that you ant to communicate to the team. Once you have filled out the information for the new case, select the Create Case button, a new case will be created and it will display in the format below. At this time, it has been assigned a case ID. Click the home (house) icon to go back to the main screen, or the arrow to log out. Page 6 of 10

7 If you were to select the back button and select the Create Case button again a second new case will be created. Page 7 of 10

8 Case Query To perform a case query, please select the link on the left hand side that states, Case Query. Page 8 of 10

9 Query Using Case ID Number In order to query using case ID number, you need to know the ANI portal case ID number. The case ID number starts with a C and is preceded by a numerical ID. This search is independent of the advanced search and will only search for the case ID input. Advanced Case Query For the advanced query, you must select the following 1. Contact Is: a. Must select from: i. At Site (default) 1. Select from a listing of sites that you are a contact at. ii. Contact Name (example from above, Chester - tester) 2. Condition Is: a. Must select from: i. Open (default) ii. Closed iii. All (both closed and open) 3. List Cases Where: a. Type b. ID c. Title d. Delivery / TOPS ORDER # 4. Created Since: Page 9 of 10

10 a. This date is defaulted to 30 days prior to today s date. This can be changed but it must be in MM/DD/YY HH:MM:SS AM/PM format. Add Notes You can add notes to a case one of two ways: 1. Select the Add Notes link on the left frame while not viewing a case. a. Type in the Case ID b. Type in the notes to be added. c. Select the Add Notes button. 2. Select the Add Notes page while currently viewing a case a. If you are currently in a case, you can select the add notes link and it will automatically fill in the case number that you were viewing. b. Type in the notes to be added. c. Select the Add Notes button. Page 10 of 10