HUB International - Client Portal. August 2016

Transcription

1 HUB International - Client Portal August 2016

2 Agenda 1 Client Portal Sign In 2 Creating a Case Contact Search Case Details 3 Detailed Explanation of Fields 2

3 Client Portal Signing In URL for our client portal is What you will see: Options to Sign-In, Sign-Up or to request Guest Access. There are also the Help, Contact Us and Francais options near the top right. Option Forgot Password for password reset which will send to the address on file. Enter your address and your password. 3

4 Creating a Case Clicking Create Case in the left navigation links takes you to the screen to the right If user would like to create a case for themselves, you should see their information listed in Section j. Click on k to start a case. Click on Select 4

5 Creating a Case - Contact Search If creating a case for someone other than current user, you will need to do a Search Search for New Contact shown in Section k. address will work the best, but you can also search by name. Click on Search 5

6 Creating a Case - Contact Search [cont d] This screen shows the results Make sure info is correct Click on Create for New Contact 6

7 Creating a Case - Case Details 1 Severity ranges from 1 to 8 2 Description of issue this will become the title of the ticket 3-7 Required hardware information 8-9 Leave Blank 10 Enter Serial # of machine Machine Information User information 7

8 Detailed Explanation of Fields Severity* (1) This is a required field. This is the level of severity to be used for this case. These range from Severity 1 to Severity 8 with Severity 1 being the highest priority. Note that the severity level is likely to change based on applicable contracts, equipment to be serviced and type of service to be performed. You may request a higher priority. For higher priority request, please detail the request in the Description (2) field. Description* (2) This is a required field. This will be the issue to be resolved on a system or the type of service request. It is best to have an actual problem description rather than a part request. 8

9 Detailed Explanation of Fields Issue Codes 1 5 (3-7) Codes 1 4 are required fields. These define the type of equipment and service to be done. Almost all FSST cases will have Issue Code 1 as Hardware. Each successive Issue Code will be dependent on the previous code. Some Issue Code examples are. Hardware Desktop Drives Break/Fix or Hardware Printer Local Break/Fix or Hardware Desktop Full System Move While Issue Codes 1 4 are required, Issue Code 5 is not required. You are free to enter Issue Code 5 if you wish. Serial #* (10) - This is a required field for hardware issues. This is used for warranty and part research issues. 9

10 Detailed Explanation of Fields Model #* (11) For hardware issues this is a required field. Depending on the system manufacturer, the warranty entitlement will depend on the model and serial of the unit to be serviced. The actual model numbers are also used by our technicians when researching parts. Lack of correct model numbers can delay service. Model Description (12) This would be the friendly name or marketing name for the unit, this could be IBM ThinkCentre S50. HP Laserjet 4000N would be another example. Contact Information (13 16) When these fields are blank, it s signifying that this is a case for a new contact. When opening a case for a contact that existed, the selected persons info will be the default and the fields will contain our current information. 10

11 Detailed Explanation of Fields The contact fields (1) defaulted to the selected users info. If this information is incorrect, you may make the changes in this page. If the address for the end user is incorrect, click on the Sites button (3) and you will be taken to an address search screen with the same functionality. Once you select the address (3), that address will be brought into the case creation page and will be shown in the fields section (2). As with the previous info on address searches, it is not possible to create a new address and those cases should be called in or ed to us. Make address changes permanent (4) Select yes for this option if this change to the contact information should be made permanent. If this will be a one-time service location for the user, you would want to select no. Possible uses for this would be to request service for users that are traveling and currently not at the permanent location. Confirmation Addresses (5) If you would like the case number to be ed as confirmation, you can enter the addresses in this box. Possible examples would be a general helpdesk box, end users supervisor or admin, etc. Each entry should be separated by semicolons. 11

12 Detailed Explanation of Fields Create (6) This will submit the case details to the system for case creation. If there should be any errors, the fields that caused the error, like model and serial fields, will have errors noted in red text next to the field. If there are no errors on the case, the next screen will show the new case number as shown here. 12

13 THANK YOU! For more information, contact: TM-049-IMSD FTS