Assure Self-Service Portal

Transcription

1 Assure Self-Service Portal Assure Self-Service Portal is a web-based portal, where Customers are able to: Record Cases to Assure Support 24/7 View existing and past Cases Find solutions to known issues from the ever increasing solutions database Functionalities of the Self-Service Portal: Log a Case Log a Case to Assure Support View Cases Browse your existing and past Cases Logout Log out from the Self-Service Portal Find Solution Find a known solution for your problem There are not many solutions existing yet, please consider the functionality as in a beta phase After your Self-Service Portal account is created and enabled, you will receive an with your user name and a temporary password. The message includes a link to the Self-Service Portal. Log in Enter the your login credentials and select Login If you do not have User Name for the self service portal, please send an to Assure support with contact information.

2 After login you will be directed to the Portal home page Home page of the Self-Service Portal Continue by logging a Case or viewing a Case Log a Case to Assure Support Browse to the Log a Case page

3 Log a Case Select the type of the Case Software Error Select if the Case is related to an error in some of Assure s Products Problem Select if the Case is a common problem related to anything that Assure has provided to you Enhancement Request Select if the Case is a request to enhance or change i.e. an existing functionality of an Assure product License request - A request for a license to an Assure product Question - Select if you have a question concerning an Assure product or other related matter Delivery - Select this option if you are encountering problems during the delivery phase of an Assure product and you do not have a support contract with Assure yet Select the related software Select the related software from the list If the problem doesn't affect any of the products on the list, leave the selection to be "--None--" Type in the version number of the related software Select the Severity Level of the Case

4 Subject and description Subject - Type a subject for the Case Description - Type detailed information of the Case Submit - Send the Case to Assure Support Cancel - Return to the Portal home page without submitting the Case NOTE! If you want to add an attachment to the Case, Submit the Case first View or modify an existing Case in the Self-Service Portal You can view and modify your Cases in the Self-Service Portal. You can either: Comment and add attachments to open Cases Browse closed Cases from the system The Home Page

5 You can immediately see your open Cases on the home page of the self-service portal--> Click on the case subject to access it, or go to "View Cases" On the View Cases page - Click "View Closed Cases" if you want to view your past closed Cases When clicking on a Case subject, you will be directed to the Case details The Case details In the Case details page it is possible to add comments and attachments to the Case o To add a comment to the Case click "Add Comment" o Type a comment and click "Submit" o In case Assure Support makes a public comment to the Case, it can be seen here

6 Submit Comment To add an attachment to the Case click "Add Attachment" o Browse a file to attach o Click "Attach File" o Click "Done" The file is now attached to the Case Attach a file

7 Added comments and attachments