Getting Started with MRI SaaS. Version 10.0

Transcription

1 Getting Started with MRI SaaS Version 10.0 Last Update March 2015

2 2015 MRI Software, LLC. Any unauthorized use or reproduction of this documentation is strictly prohibited. All rights reserved. impact!, ForeSight, LeaseFlow, ViewPoint, Access 24/7, JobCost, Resident Connect, Tenant Connect, Plato, Enterprise Ledger, Commercial Tenant Portal, CRE Manager, VaultWare, Management Reports, Inc., MRI Management Reports International, and MRI are trademarks of MRI Software LLC. Workspeed Notify is powered by MIR3. This list is not a comprehensive list of all MRI trademarks. The absence of a product name, logo, or slogan from this list does not constitute a waiver of MRI's trademark or other intellectual property rights concerning that product name, logo, or slogan.

3 Contents Getting Started with MRI SaaS... 1 Important Links... 4 Establishing Your MRI Contacts... 4 The MRI SaaS Administrator... 4 Designated Support Contacts (DSCs)... 4 Assigning SaaS Administrators and DSCs... 5 Connecting to the MRI SaaS Environment (Workstation configuration)... 5 Internet Connectivity and Configuration Requirements... 5 Workstations Requirements... 6 Configuring Internet Explorer for MRI Windows and Web... 7 Setting Up Pop-Up Blocker and Trusted Site... 8 Install Citrix Receiver (MRI Windows Interface Only)...10 Establishing User Access The Security Manager and the Security Matrix...11 Security Policies and Procedures User Accounts...11 The Security Matrix...11 The Security Manager...11 User IDs and Passwords...12 Accessing Your Database...12 The MRI Windows Interface...12 The MRI Web Interface...13 Getting Help...13 The MyMRI Client Portal...13 Client Services Support...13 Support Ticket (Case) Requirements...14 Software Upgrades...14

4 Important Links MRI Security Manager Password Reset Tool MRI Web Interface MRI Windows Interface MyMRI Client Portal Establishing Your MRI Contacts The MRI SaaS Administrator The first step as you begin your MRI SaaS migration is to identify the SaaS Administrator(s) for your business. The SaaS Administrator partners with MRI Software to ensure proper access is given to users accessing a database on the MRI SaaS system. They are also the primary technical contacts for your account and will receive all scheduled maintenance and upgrade notifications, compliance documentation, and newsletters. MRI Software recommends that at least two points of contact be assigned. It is reasonable to expect that the personnel responsible for these tasks will have daily to weekly contact with the Global Client Support in executing the following responsibilities: 1. Approving changes to the database 2. Addressing questions from MRI Software personnel 3. Setting up and maintaining database security through the MRI Security Manager, including: a. Adding and deleting users b. Assisting users in obtaining user ID and password information c. Assigning security roles and classes to users Designated Support Contacts (DSCs) Clients are required to assign a Designated Support Contact(s) (DSC) within their organization. DSCs will serve as the first level of support for internal business users. Only these contacts will have access to the MyMRI Client Portal (mymri.mrisoftware.com) and will be able to submit cases. Since only DSCs can submit cases online, at least one SaaS Administrator must also be a DSC. The number of DSCs allowed is specified in your Agreement. Clients are responsible for the proper

5 training of DSCs and all other appropriate personnel in the operation and use of MRI SaaS products. Assigning SaaS Administrators and DSCs Clients must notify MRI Software whenever the support contact responsibilities are transferred to another individual. You may assign or change the SaaS Administrators or Designated Support Contacts by filling out the SaaS Admin/DSC Add/Change Request Form, located in the content section of the mymri Client Portal. The form must be submitted by a SaaS Administrator through a case on the mymri Client Portal. The SaaS Admin/DSC Add/Change Request Form must include the following information: Full Name Time Zone Address Phone Number Correct action listed to add/remove the Admin/DSC Client Signature Note: You may not have more than the number of Designated Support Contacts set forth above at any one time. If more DSCs are needed contact your Account Executive. Connecting to the MRI SaaS Environment (Workstation configuration) There are two ways to access your MRI database, through the Windows interface or through the Web interface. Most end users will use the Web interface. Administrators and those highly involved with your implementation will need access to the Windows and Web interfaces. Each work station used to access the MRI database will need to be configured properly. Internet Connectivity and Configuration Requirements Access to the address apps.saas.mrisoftware.com ( and ) on port tcp/443.

6 Workstations Requirements Workstation Requirements Component Web browser for accessing MRI Requirement 10.0 is supported on the following browsers: Internet Explorer 9, 10, or 11 Caution! Compatibility modes are not supported. Note With the release of 10.0, Internet Explorer 7 and 8 are no longer supported. Chrome 30 and later Firefox 25 and later Safari 7 and later Device with web browser for accessing MRI Display magnification 10.0 is supported on the following devices and respective browsers: ipad 2 and later (ios 8) with Mobile Safari Android tablet with Chrome Windows 8 RT with Internet Explorer 11 MRI Software recommends setting your operating system and browser at 100% magnification Note: If the Workstation will be used for Residential Check Scanning with MRI. You will need use Internet Explorer versions 9, 10, 11 with enable protected mode turned off.

7 Configuring Internet Explorer for MRI Windows and Web 1. Within Internet Explorer select Tools > Compatibility View Settings 2. Verify that mrisoftware.com is not included, if it is select Remove and click Close.

8 Setting Up Pop-Up Blocker and Trusted Site 3. Within Internet Explorer press the ALT key on your keyboard and select Tools > Pop-up Blocker >Pop-up Blocker Settings 4. Add the following address into the Address of websites to allow: *.mrisoftware.com and then click add. Confirm the address is listed in the Allowed Sites window and click Close.

9 5. Within Internet Explorer press the ALT key on your keyboard and select Tools > Internet Options a. Click on the Security Tabat the top b. Click on Trusted Sites c. Add the following address to the "Add this website to the zone" field: then click Add. Confirm the website has been added to the Websites window and then click Close. d. Next click on Custom Level e. Then on the drop down box towards the bottom, select Low and click the Reset button. A confirmation dialog box will come up, and click Yes.

10 f. Click Ok to close this window. Install Citrix Receiver (MRI Windows Interface Only) Access to MRI for Windows on the MRI SaaS systems requires the installation of a program called Citrix. This is a 128 bit encrypted software program that uses the Internet to make the direct connection between your computers and the MRI Software servers. This software is free to the client and is to be installed on all workstations that will access the MRI for Windows interface. The Citrix ICA client is available here: or from under Download / Clients. The client must be installed as a local administrator account. Choose default options during installation. It is the responsibility of the client to install the software at the home office as well as the sites. If needed, MRI technicians will work with a member of the IT department of

11 the client company to install the product and work out any connection issues that might arise. Establishing User Access The Security Manager and the Security Matrix Security Policies and Procedures User Accounts MRI Software has developed security policies and procedures that are required to be followed by each MRI SaaS client. These policies and procedures have been implemented to ensure the utmost confidentiality between the customer and MRI Software. Unique user IDs are assigned to individuals as requested by the customer. The format used by MRI Software to create user IDs allows Global Client Support to identify the company to which the user is assigned. A user can be given two user IDs when specific rights are given to each ID. The client will be charged accordingly for this dual access. User IDs are to be used only by the person to whom the ID is assigned. MRI Software does not permit the sharing of user IDs. If it comes to MRI Software s attention that a user ID is being used by someone other than the assigned person, the user ID will be disabled and the client s SaaS Administrator(s) will be notified. Note: Due to the critical nature of client data, MRI Software reserves the right to disable an account if a user is found to have used the system to inflict harm or falsify information. It is the Client s responsibility to update MRI Software when there are staffing changes related to security authorized personnel by submitting the SaaS Administrator Change Form. The Security Matrix The Security Matrix is an Excel spreadsheet representation of the security role setup. This report is generated within the Security Manager under the report menu. As part of the implementation phase for your account, the SaaS Administrator will receive a copy of the Security Matrix for your MRI database. This matrix is a copy of the default security roles if you are provided a blank database. As part of your implementation you will review the matrix with the GPS implementation team to help you understand how to use this report, and talk about strategies for developing effective security roles for your business The Security Manager The Security Manager is where database users are listed and assigned to the various security roles and entity classes. Only your company s SaaS Administrators will have access to The MRI Security Manager at and will log in with their MRI userid and password. With this self-help tool they will be able to:

12 Create new users with instant access to MRI SaaS Assign security roles and entity classes to users View all MRI SaaS users within your organization Delete MRI SaaS users and their access on demand Recover and restore deleted MRI SaaS accounts Reset user passwords and unlock user accounts User IDs and Passwords Once your SaaS Administrator has created IDs for your users; the user will have to setup their USERID with a unique password prior to accessing the database for the first time. 1. Receive a User Id and Temporary Password from the MRI SaaS Administrator 2. Access the MRI SaaS Password Reset Tool by selecting the Forgot Password link on the login page 3. Create challenge questions for the password reset tool 4. Reset the password (Passwords must have 3 of the following 4 items in their password: Capital letter, lowercase letter, number or special character) 5. Log into MRI In addition, users will be required to change their password every 60 days. For security purposes, the last nine passwords are archived and cannot be reused. Users must provide a different password each time when prompted. Passwords must have 3 of the following 4 items in their password: Capital letter, lowercase letter, number or special character. Note: Existing users who don t meet this requirement will be forced to reset their passwords the first time they log into Accessing Your Database The MRI Windows Interface The link for accessing your MRI database using the Windows Interface is: 1. You may want to bookmark this page for future use, but do not bookmark after logging in. This will create a link that may change with future deployment activities and result in a login failure.

13 2. Log in using your MRI SaaS account information. 3. Click on the MRI Version icon which will launch the ICA client. If you are asked to save or open choose Open. If this does not start the connection, your ICA client may not be installed correctly. Important: After you log in and run MRI, a pop-up box will appear informing you that the application is trying to access your local drives. Please select Full Access and Never ask me again for this application to be able to save reports to your computer and access your printer. Please keep in mind that as new printers become available, not all will work in a Citrix environment. Refer to for printers supported with XenApp 6.5. The MRI Web Interface The link for accessing your MRI database using the Web Interface is: 1. Open Internet Explorer and go to Once there, enter your Client ID and User ID. Note that this is the Client ID and User ID, not the password. Neither the Client ID nor User ID is case sensitive. 2. Once this information is verified, users need to log into MRI for the Web using their User IDs and passwords. Getting Help The MyMRI Client Portal The MyMRI Client Portal is only available to users set as Designated Support Contacts (DSC). This is where they will be able to get MRI news, research knowledge base articles, and enter support cases. When a user is established as a DSC they will receive an with their client portal userid (their address) and a temporary password. Note: This is not the same as their MRI database userid and password. The portal address is: Your Client Experience Manager will give you a tour of the site and walk you through the process of creating support cases. Client Services Support Representatives are available to answer software questions and to assist you in resolving technical issues. All cases should be submitted via the case submission tool available

14 on the mymri Client Portal or by calling (877) Hours of operation for Global Client Support are: 8:00 am 8:00 pm Eastern Time, Monday - Friday, excluding holidays observed by MRI Please review the MRI Global Client Support Policy located on the MyMRI Client Portal for more information. Support Ticket (Case) Requirements Cases may only be opened using one of the methods described above. When opening a case, Clients must provide the following information: Client ID Contact Name Contact Telephone Number Product and Version Description of Issue In addition, the following information may also be requested in order to troubleshoot or resolve the case: Steps taken to produce the issue Screen prints Hardware & software environmental information Software Upgrades As a feature of your MRI SaaS Service, software upgrades are planned and executed by Global Client Support. Global Client Support works closely with Product Specialists and Quality Assurance to ensure a high level of service quality throughout the software deployment process. All software upgrades that are deployed to the MRI SaaS environment first undergo extensive Quality Assurance and Product Specialist testing. Upon successful completion of testing, the MRI SaaS team develops deployment plans and uses an ITIL based Change Management process to introduce software changes into the MRI SaaS environment. There are four types of MRI product software changes in the MRI SaaS environment. These changes introduce new product features and address product issues. The version number of the product represents each type of change that has occurred. Major Upgrade (MU) Enhancement Update (EU) Planned Maintenance Updates (PMUs) Emergency Maintenance Updates (EMUs)

15 Clients are made aware of new versions and their features by account managers and newsletters. You can request an upgrade by visiting the mymri Client Portal. The MRI SaaS team can provide a test environment for you to verify customizations and view the changes to the product. Global Professional Services can be engaged to assist with customizations and training on the new product features. After testing is completed, the version upgrade is scheduled at a time that meets your business requirements. Beginning with version 4.0, our goal is to meet a scheduled deployment window of 2 hours or less for your business. This outage is scheduled off hours to minimize user impact. Clients are upgraded in deployment phases or waves based on their use of the product, interest in new features, and business outage requirements. Clients are notified five days in advance of a PMU deployment. Efforts are made to accommodate the client business needs when planning deployment dates. PMUs include both new functionality and software changes to address product issues. PMUs are fully tested by Quality Assurance. EMU deployments are software changes to address specific product issues and may be released only to affected clients. EMUs are validated by MRI Software Product Specialists and approved for deployment to MRI SaaS. EMUs are deployed to the environment on a weekly basis (if needed) during the normal maintenance window (Sunday 3:00 a.m. - 7:00 a.m. EST/EDT).