Technical Support Guide. ADVANTAGE Hosted Environment

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Leonard Rich
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1 Technical Support Guide ADVANTAGE Hosted Environment September 2011

2 Table of Contents Contents Wizmo Support Contact Information... 1 Accessing ADVANTAGE Support Desktop... 2 Wizmo Support Set... 3 Shadowing a User... 6 Logging out a User... 7 Changing a User s Password... 8 Sending a Message... 9 Wizmo Client Support Tool Start/Stop Services SQL Server Management Studio Ver Copyright Wizmo Inc. 2011

3 Wizmo Support Contact Information Live Phone Support By phone or Afterhour Phone support Pager support during all other hours, every day of the year including all major holidays. Paging system is triggered by leaving a voic on the Tech. Support phone number. requests are welcome, but are not handled on a first-priority basis. s sent on weekends or after hours are not addressed until the next business day. To , please direct your s to: helpme@wizmo.com Wizmo Support Hours Monday-Friday, 7am-7pm CT, Live Support Monday-Friday, 7pm-7am CT, Paging System: 15min Response Time Saturday and Sunday Voice Mail: 15min Response Time Holiday Support: Voice Mail: 15min Response Time (Includes New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas) Ver Copyright Wizmo Inc Page 1

Accessing ADVANTAGE Support Desktop Via your Internet Browser (Internet Explorer 6.0 or higher), go to your Support Launch Page: http://rmisupport.rmiadvantage.com.

4 Accessing ADVANTAGE Support Desktop Via your Internet Browser (Internet Explorer 6.0 or higher), go to your Support Launch Page: Logging into this URL allows you to access any client in the ADVANTAGE hosted environment. Once inside the support environment, you will have access to Wizmo SupportSet, Wizmo Client Support and SQL Server Management Studio which allows user level support by RMI s support team. Ver Copyright Wizmo Inc Page 2

5 Wizmo Support Set The Wizmo SupportSet tool is designed to meet the needs of your support team. The application allows the SupportSet user to perform the following functions on users within the SaaS environment: Shadow, Logout, Change Password and Send Message. Wizmo Support Set is very similar to Wizmo Admin Set on the client desktop, with one difference: within SupportSet you are able to choose which company you want to work with. To access the SupportSet tool, double click on the Wizmo SupportSet icon. Ver Copyright Wizmo Inc Page 3

You must first select the company from the Select a Company drop down menu. Supportset allows you to view/select the current active users within the selected company.

6 You must first select the company from the Select a Company drop down menu. Supportset allows you to view/select the current active users within the selected company. In order to see the active users within a given company, you must first select the company from the Company drop-down list. Once you have selected the company, click the Active Users button. Ver Copyright Wizmo Inc Page 4

send all active users a message, log them out, etc.

7 The above window will appear, listing all the current active users for that company. If you choose Select on Main List, the logged in users will be highlighted in the original window and you can send all active users a message, log them out, etc. At the end of each action selected, you will be presented with a Results box. This Results box will display the outcome for your intended action. Ver Copyright Wizmo Inc Page 5

Highlight the user you wish to shadow and click the Shadow feature button SupportSet will immediately send a request to the selected user.

8 Shadowing a User The Shadow feature allows a SupportSet user to view only one user within the SaaS desktop at a time. To shadow a user: Select the company in which the user resides from the Select a Company drop down menu. Highlight the user you wish to shadow and click the Shadow feature button SupportSet will immediately send a request to the selected user. The selected user will receive a dialog box requesting permission for the SupportSet user to view there desktop. If the selected user accepts (Yes) the Shadow request, an indicator dialog box will appear and remain on their desktop. The SupportSet user will now have access to the selected user s active session. At any time, either user can select the Stop shadowing button on the Indicator screen to end the session. Ver Copyright Wizmo Inc Page 6

If the selected user choose not to accept the Shadow request or does not respond to the Shadow request in a timely fashion, the AdminSet user will receive the error message below.

Logging out a User The Logout feature allows the SupportSet user to you to log off a user(s) out of their hosted desktop session immediately.

9 If the selected user choose not to accept the Shadow request or does not respond to the Shadow request in a timely fashion, the AdminSet user will receive the error message below. The SupportSet user must click on OK and will be brought back to the main SupportSet user request window. Logging out a User The Logout feature allows the SupportSet user to you to log off a user(s) out of their hosted desktop session immediately. The user is not given a chance to accept or deny this request. To logout a user: Select the company in which the user resides from the Select a Company drop down menu. Highlight the user(s) in the user list. Then select the Logout option. The Logout dialog box will appear asking you to verify the action. Once you have confirmed your request, the user(s) will be logged out of their hosted desktop session immediately. Ver Copyright Wizmo Inc Page 7

Changing a User s Password If a user cannot log into the hosted session due to password issues, or if you wish to change a user s password to prevent them from accessing the hosted environment, Wizmo

Then select the Change Password option. The Change Password dialog box will appear asking you to verify the action. You will then have to confirm your request.

10 Changing a User s Password If a user cannot log into the hosted session due to password issues, or if you wish to change a user s password to prevent them from accessing the hosted environment, Wizmo SupportSet allows you to reset the password. To change a user s password: Select the company in which the user resides from the Select a Company drop down menu. Highlight the user(s) in the user list. Then select the Change Password option. The Change Password dialog box will appear asking you to verify the action. You will then have to confirm your request. The application will create a one-time password, consisting of random characters, which the user will have to enter upon their next login. The system will ask if you would like a copy of the password on your clipboard, but will display the new password in the Results Log. Note: the user will be required to reset the password upon first log in. Ver Copyright Wizmo Inc Page 8

Highlight the user or users you wish to contact and select Send Message, you will be presented with a screen to compose your message.

11 Sending a Message The Send Message feature allows the SupportSet user to broadcast a message to one or more users within a selected company. To send a message: Select the company in which the user resides from the Select a Company drop down menu. Highlight the user or users you wish to contact and select Send Message, you will be presented with a screen to compose your message. Click OK, the message will be sent immediately to the chosen users. The user(s) receives the following broadcast notice on their hosted desktop session. Ver Copyright Wizmo Inc Page 9

12 Wizmo Client Support Tool The Wizmo Client Support tool is designed to meet the needs of your support team. The application allows the Client Support user to map into any company currently configured in your SaaS environment. You also have the ability to start/stop any of the available services for a chosen company. To launch the Client Support, simply click on the icon. Ver Copyright Wizmo Inc Page 10

*Helpful hints: When minimizing the application, it will close the window.

13 All companies currently configured in the hosted environment will appear. Highlight the company you will be working with, then click on the Select Company button. *Helpful hints: When minimizing the application, it will close the window. To re-open it, you will need to click on the Client Support icon again. You DO NOT need to logout and back in to support another company. A confirmation dialog box will appear asking you to verify the selected company. Click Yes to load this company; No to select a different company. Ver Copyright Wizmo Inc Page 11

Once the selected company has been configured, a confirmation dialog box will appear confirming that the configuration is complete for the selected company and asking you how you would like to

14 Once the selected company has been configured, a confirmation dialog box will appear confirming that the configuration is complete for the selected company and asking you how you would like to proceed. If you choose Yes, the Client Support tool will launch with the chosen company s database in place. You will then be able to login into the selected company specific SaaS environment from your support desktop. If you choose No, you will be able to login later using the customized icon on the desktop. You may close the Client Support tool window by clicking minimize (-) or the close (X) button located in the upper right corner. Note: The miminize window button will perform the same function as the close window button. However, you will still be connected to the company you selected to work with. In order to bring the Client Support tool window back up, you will need to click on the Client Support icon again. Ver Copyright Wizmo Inc Page 12

15 You will notice that the icons for the selected companies will appear on your support desktop. To access a different company, you will need to access the Client Support tool by clicking on the Client Support icon. When you bring up the application, it will list the currently configured customer in between the Select Company and Exit buttons. Simply choose another company and click OK. At this point, the customized icon for the first company will be removed from your support desktop and be replaced with a new icon for the next company you are supporting. Ver Copyright Wizmo Inc Page 13

To access these functions, highlight and right-click on the company you would like to work with. A drop down menu will appear (as shown below).

16 Start/Stop Services The Client Support tool provides you the ability to start/stop services for a specific company. It also allows you the ability to query the status (whether a given service has been started or stopped) of a specific company. To access these functions, highlight and right-click on the company you would like to work with. A drop down menu will appear (as shown below). Choose the type of service (Primary/WebService/Anywhere) and action to be performed (Start/Stop/Query Status) from the drop down menu. Once you have selected an action, a dialog box will appear with confirmation that the action has been performed (as shown above). Ver Copyright Wizmo Inc Page 14

17 SQL Server Management Studio Wizmo has provided access to Navision from the support desktop. To access the Navision, double-click on the SQL Server Management Studio icon (appears on your support desktop once connected to the given company through the Client Support tool). SQL Server Management Studio combines a broad group of graphical tools with a number of rich script editors to provide access to SQL Server to developers and administrators of all skill levels. Ver Copyright Wizmo Inc Page 15

18 The SQL Server Management Studio window will open. Ver Copyright Wizmo Inc Page 16

Wizmo Inc. Support Request Tech support number: 1-888-914-2298 or 952-914-2299 Main number: 952.983.3300 Please have the following information available: 1. Company Name 2.

19 Wizmo Inc. Support Request Tech support number: or Main number: Please have the following information available: 1. Company Name 2. RMI Company ID (as indicated on company implementation documentation) 3. RMI Support ticket# for easy reference 4. Time the issue occurred 5. Severity Level 6. Operating System (MAC/PC & version of OS) 7. Summary of issue Severity level of issue (Severity levels are defined below) Sev1 = Customer unable to perform critical function with no work-around Sev2 = Customer unable to perform critical function with work-around Sev3 = Low priority issue or feature request In the event that Wizmo experiences an outage of any type Wizmo Inc. will notify RMI to inform you of the outage. Ver Copyright Wizmo Inc Page 17

MedLook Technical Support User Guide. MedLook Hosted Environment

MedLook Technical Support User Guide MedLook Hosted Environment November 2009 Table of Contents Contents Accessing Software Support Desktop... 3 Wizmo Support Set... 4 Shadowing a User... 6 Logging out