esupport User s Guide

Transcription

1 esupport User s Guide January 2013

2 Contents How to contact Harris School Solutions... 3 Overview... 3 Login to esupport... 4 Calls... 5 Log New Call... 5 About Call Priorities... Error! Bookmark not defined. Open Calls... 9 Search Calls... 9 KnowledgeBase Review the most Recent Articles Search the KnowledgeBase Downloads Download documents Download files Account Info Maintain your account information Change your password Review Product Listing Manage Site Contacts information Other Discussion Forums Reporting User Groups Corporate Site Contact Support Logout Harris esupport Users Guide January 2013 Page 2 of 24

3 How to contact Harris School Solutions Harris School Solutions is committed to providing its customers with reliable products and excellent customer support. Contact support by opening a case through esupport, calling the toll-free support line, or by . Connect to esupport: (This is the preferred and most efficient method) Toll-free support line: support@harriscomputer.com Notify support with any changes to your addresses or contact your site administrator for esupport. Overview This document provides an introduction to the various features of esupport: Calls (opening a call, updating cases, etc.), KnowledgeBase (search commonly asked questions), Downloads, Documentation, Account Info, etc. Not all divisions use all esupport features. One of the main reasons clients appreciate esupport is case management opening a support call, checking the status of a call, adding events, adding attachments, closing calls, etc. By opening a call in esupport, support receives the call into their queue faster than a call to the Call Center or an to support. The call can also be opened using the terminology of the user of the application with as much details as possible. In addition, esupport provides useful background information on using the software through KnowledgeBase articles, downloads, documentation and user forums. Note: Popups are required for the esupport website. Harris esupport Users Guide January 2013 Page 3 of 24

4 Login to esupport Contact the call center for all Username and Password questions. Usernames and Passwords are case sensitive. 1. Enter in the address field of your internet browser. 2. Enter the Username and Password in the login fields and select LOGIN. Harris esupport Users Guide January 2013 Page 4 of 24

5 3. The esupport homepage opens to What s New! A summary of open calls are on the righthand side of the page, and the blue top navigational bar is provided with pull-down menus for quick transition to other pages. Calls Log New Call 1. Once successfully logged in, hover over Calls, then select Log New Call. 2. This action will launch the esupport New Call Wizard. (Popups must be allowed for this feature.) 3. Select the radial button for either Software or Hardware. 4. Select the appropriate Software Package from the pull-down menu. 5. (Optional) Enter the version you are using. Select the Next button. Use the following window to enter the details of this call primary contact, priority, brief summary and detailed description. Harris esupport Users Guide January 2013 Page 5 of 24

6 6. Select Learn About Call Priorities Here and a new browser page will pop-up. Select the appropriate Harris division logo associated with the call. Call Priorities will then be viewable and are defined as High, Medium and Low. 7. Once complete, select Next. a. The Wizard assigns a call number which is displayed in red text. b. The Wizard also provides the option of attaching appropriate documents such as reports and screenshots. 8. If there are no attachments to add, select No, and skip to step 13. Harris esupport Users Guide January 2013 Page 6 of 24

7 9. If there is an attachment to add, select the Yes button. This window opens. 10. Select the Browse button(s) to locate the file(s) to attach. Select the Add Attachments button. DO NOT close this window until the notification that the update is completed successfully. This may take a moment. 11. Once the attachments are uploaded successfully, this message will display. Select the click here link to return to the call screen. Harris esupport Users Guide January 2013 Page 7 of 24

8 12. The Call Detail window opens after the call is logged and any attachments are uploaded. The call is now logged and will appear in the appropriate division s support queue. An automatic will be generated to the owner of this call, containing the details listed above. Harris esupport Users Guide January 2013 Page 8 of 24

9 Open Calls To view open calls submitted, hover over Calls and select Open Calls. The Open Call Summary screen will show all calls currently opened by the user or by your organization. Click on the row of any call and the Support Call Detail page will open to view all the event history. Search Calls 1. From the pull-down menu, hover over Calls, and select Search Calls. The following window will display: 2. Select the radial button for the type of search wanted by Call Number, by Status, or by Date & Status. 3. Enter the requested information, and click Search. The search results for each type of search are illustrated below. Harris esupport Users Guide January 2013 Page 9 of 24

10 4. Search by Call Number 5. Search by Status 6. Search by Date & Status 7. Select Details... for more information regarding the call and call events. Harris esupport Users Guide January 2013 Page 10 of 24

11 8. To print the call details, select Printable Version. 9. To add a new event, select Add New Event / Re-Open Call. 10. If the call is closed, it can be re-opened by selecting Add New Event / Re-Open Call. KnowledgeBase Support Analysts are consistently adding new items to the KnowledgeBase an online FAQ section. In the pull-down menu select KnowledgeBase to see the KnowledgeBase menu options. Searching can be done by Recent Articles, Search phrase or by Article #. Harris esupport Users Guide January 2013 Page 11 of 24

12 Review the most Recent Articles 1. Select Recent Articles in the KnowledgeBase menu. The list opens. Sorting can be done by clicking on the column headings, KnowledgeBase, Summary or Added On, for ease in finding articles. 2. Select More to view the selected article. Search the KnowledgeBase 1. Select Search in the KnowledgeBase menu. 2. To search by product, select the down arrow of Select the area you wish to Search, and then select the appropriate product. Harris esupport Users Guide January 2013 Page 12 of 24

13 3. Enter a word or phrase in the search phrase field. Entry can be in mixed case or lower case, and quotation marks are not necessary. 4. Select Search! 5. Note: If the article number is known, use Search by Article # for fast results. Enter just the numeric characters, not the # symbol. Downloads Items that may be available for download are: documents, files, software updates, and newsletters. These instructions cover documentation and download. Download documents 1. From the pull-down menu, select Downloads to see the Downloads menu. Harris esupport Users Guide January 2013 Page 13 of 24

14 2. Select Documentation, and select a Division, Family and Category. The document list opens. 3. Select the Document Title to see the detail of the document. Columns can be resized by sliding in the header. Sorting can be done by Title, Release Date or File Type by clicking on the column heading. Harris esupport Users Guide January 2013 Page 14 of 24

15 Download files 1. From the pull-down menu, select Downloads to see the Downloads menu. 2. Select Downloads, and the following window opens. 3. Search Downloads by Product Family or by Tracker Number, or scroll through the list of Newest Downloads. 4. To search by Product Family, Select the Product Family from the pull-down menu, and select Next, the following window opens. 5. Select a category from the Category pull-down menu, and select the SHOW DOWNLOADS button. The download list for that category opens. Harris esupport Users Guide January 2013 Page 15 of 24

16 6. Select More for the file you want to download. The Download Detail page opens. 7. Select DOWNLOAD NOW. Depending on the type of file, the options will be to view, run, or save the file. Harris esupport Users Guide January 2013 Page 16 of 24

17 Account Info Items on this menu allow updating of account information, changing your password, seeing a list of the products linked to the user s organization/district, and with correct authority, changing contact information for the organization s personnel. Maintain your account information 1. From the pull down menu, hover over Account Info, and then select Your Profile. 2. When changes are completed, select Update Profile! Change your password 3. From the pull-down menu, select Account Info, and then Change your esupport Password. 1. Enter the new password, and verify it by entering it again. Select Change Password! Harris esupport Users Guide January 2013 Page 17 of 24

18 Review Product Listing This window allows the review of products linked to the user s organization, version information, and support contract status. 1. From the pull-down menu, select Account Info, then Product Listing. If any of the information is incorrect, please log a call in esupport. Columns can be resized by sliding in the header. Sorting can be done by, Product, Code, Installed Version or Contract Status, by clicking on the column heading. Harris esupport Users Guide January 2013 Page 18 of 24

19 Manage Site Contacts information Only site administrators have access to update the contact information for personnel at their organization. 1. From the pull-down menu, select Account Info, then Manage Site Contacts. 2. Select the Person icon, to the left, or the View link, on the right, of any individual that needs contact information updated. 3. Columns can be resized by sliding in the header. 4. Sorting can be done by, Last name, First name, Title or address, by clicking on the column heading. Harris esupport Users Guide January 2013 Page 19 of 24

20 5. Edit Contact information as needed. Starred * entries are required. There are several options regarding address, addresses and phone number types. Use the Type drop down arrows and Add a New options. 6. Complete esupport information to finish the update and select Apply. Harris esupport Users Guide January 2013 Page 20 of 24

21 Other The Other section includes discussion forums, reporting and user groups. These areas are utilized by specific Harris divisions. Discussion Forums The Discussion Forums are an excellent way to share hints, tips & tricks with other customers using similar products. 1. From the pull-down menu, select Other, then Discussion Forums, and a new window will open. 2. For first time visitors, register by selecting the Register icon in the top right-hand corner of the screen. 3. Once registration is completed, all posts will be visible in the Forums and options to ask questions, and/or post new topics and information will be available. 4. To access one of the topics, select one of the blue links on the left hand side. See the illustration of the forum window on the next page. Harris esupport Users Guide January 2013 Page 21 of 24

22 Post Reply button 5. To participate in the forum, select Post Reply at the top right of the screen, a reply window opens. 6. Type your message in the Message field, and then select Post Reply to submit. Harris esupport Users Guide January 2013 Page 22 of 24

23 Reporting From the pull-down menu select Other and then Reporting for the following page This feature provides the ability to display calls logged by Employee, Product, Priority, or Nature, for a specified time period. The results may be displayed in a pie chart or table of columns. User Groups Currently there are user groups for NorthStar, Cayenta, Spectrum and MSGovern. The web page for each regional group contains contact info, dates for the next meetings, and documents from previous meetings. From the pull down-menu, select Other and then User Groups, the specific division, and then the division group. Harris esupport Users Guide January 2013 Page 23 of 24

24 Corporate Site Selecting Corporate Site, in the left sidebar, opens the Harris Computer Systems website in a new browser window. The corporate site includes access to all Harris divisions and any websites maintained by companies within the divisions. Contact Support Selecting Contact Support, from the pull-down menu, opens a page containing the phone, fax, and information for Cayenta and NorthStar. Logout Select Logout in the upper right corner from this page to log out of esupport. OR Select Logout on the bottom of the left sidebar, to log out of esupport. You will be taken to a page which will allow one to login again. Harris esupport Users Guide January 2013 Page 24 of 24