Chapter 4.23: Using the Client Access Portal Overview This chapter will guide you through logging into and using the Client Access Portal. The Client Access portal will give you the ability to view open and closed tickets, notes on the tickets, add your own notes and submit new support tickets. The Client Access Portal is a web site that you can use to submit issues directly to us. When you use Client Access to enter a service ticket, it goes directly into our Ticket management system (powered by Autotask), where we track and schedule all our service work. You will be able to log into the portal at any time to view our progress on your ticket(s). Also, aside from this helpful document to walk you through the different features of the Client Access portal, there is also a Training Video provided by Autotask that goes over the basics of the Client Access Portal. You can view this video by going here: Client Access YouTube Training Video. (http://www.youtube.com/watch?v=nkwu7g4je2g&fe ature=share&list=pl16edcd627120a936) Finding the Website There are a couple ways you can get to the Client Access portal. You can open the normal support website (www.ars247.com) and choose the Submit A Ticket option in the upper right hand corner, or you can go directly to this web page: https://ww5.autotask.net/clientportal/login.aspx?ci=5 432 NOTE: Also, most emails from the Support team contain a link to view the ticket in the Client Access Portal as well. These emails come from Series 6.2.2 1
AutomatedHelpdesk@AdvantageRS.Com. Please make sure these emails are not going into the Junk/Spam email folders. The Client Access Portal webpage will look like: Logging in to the Website Once you have reached the Client Access Portal Website, it will require a UserName and Password for you to login. Each person will have their OWN username/password to connect to the Client Access portal. This is because when you open a ticket, or add notes, it adds them from YOU. You would not want to share this with other employee s in the office. They can request their own login. When originally being signed up for access to the Client Access Portal, you will receive your username/password and login link via email from AutomatedHelpdesk@AdvantageRS.com Username: Typically the Username is your First initial of your first name, followed by your last name. NOTE: The username/password for the Client Access Portal will NOT be the same as the login information for www.ars247.com! Password: The password is unique and automatically generated. We (ARS) have no control over the password, nor can we see it. The only thing we can do is Reset the password. In which it will email you a newly auto-generated one. But you can do this on your own as well. See Note below: Series 6.2.2 2
NOTE: If you forget your password, you can have it reset by choosing the Reset Your Password option on the bottom of the login screen. First, enter your user name into the Username field, then choose the Reset Your Password option. Then it will be automatically reset and sent to the email address on file for your account (which the screen will show Your password has been reset and sent to <your email>. After you first log in, you will be presented with the following screen. We ll cover each item in more detail in the sections below: Using the Website Creating a Ticket Click the Create a Ticket button on the Landing Page, or click the Service Tickets tab and select New Service Ticket. This will bring up the Service Request Ticket screen: Series 6.2.2 3
You will need to complete each of the fields on the New Service Request screen. These fields are described below: Request Type - Select a Request Type for the issue. These are issue templates that we have set up to make it easy for you to report the issue and for us to gather the information we need from you up front. This helps us assign the correct people, as quickly as possible, to resolve your issue. Priority - Select a priority for the issue. Ticket Title - Type a title for your service ticket. Make this title as clear as possible to communicate your issue. Description - Type a description of the issue. Include as much detail as you can, including what the problem is, how to replicate the issue (if applicable), and any other important details. Self-Help - Only appears if our Knowledgebase is available for your company. Click the Self-Help button to access articles in the Knowledgebase that relate to the new Service Request you are creating and which might help you solve your issue. Contact Information - Select a ticket contact, if it is someone other than yourself. This is the person that we will contact if we need additional information. Show All/ Associated With - Select the Show All radio button to select among all configuration items. Select Associated with to filter the configuration item list by associated contact. Series 6.2.2 4
NOTE: This is not a required step and may be skipped. Configuration Item - Select the configuration item this ticket is related to. Note that for certain Request Types, selecting a Configuration Item may be required. Note: This is not a required step and may be skipped. Follow-On Questions - Answer any follow-on questions that appear. Not all Request Types will have questions. These are used to help us gather important information from you up front, so we can begin working on the issue as quickly as possible. Additional Information - These are used to help us gather important information from you up front, so we can begin working on the issue as quickly as possible. Next, at the top of the screen choose one of the Save options listed. This will automatically save the ticket into our ticket database system, and notify the Support Staff of the new ticket. NOTE: You can check the status of your ticket any time through the portal, using the My Tickets, Open Tickets, or Find Tickets search options. Using the Website Viewing Tickets When you first access the Client Access Portal, you'll see your Landing Page (shown previously), which gives you quick access to the My Tickets and Ticket Search views, as well as the New Ticket and New Quick Ticket page. Series 6.2.2 5
Use those buttons, or use the subnavigation buttons to narrow down the list of tickets to help you find the one you are looking for: Click Open Tickets (appears for manager and administrator security levels only) to view a list of all open tickets for the account and any child accounts. Click Recently Completed Tickets to view a list of tickets that were marked with a status of Complete within the last 7 days. Click Ticket Search to enter your own search criteria to look for tickets. Once you choose an option, you will be presented with a list of tickets that match the criteria selected: Click on the Ticket Number next to the ticket you would like to view more information on. This will pop up a new screen, with the details of that ticket: From this screen, we can see all the details, notes, status, etc of the particular ticket in question. You can also choose to Add Note, or Add Attachment and even Series 6.2.2 6
Print the ticket details from the Menu at the top of the page: Simply Close the ticket when completed. Using the Website Using the Knowledge Base Our Knowledgebase is populated with helpful troubleshooting articles that might help you resolve your own issue. When a Self Help button appears on a ticket, you can click it to access Knowledgebase articles that might be related to the issue. Self Help Feature Click the Self Help button to launch the Knowledgebase and view a list of related articles. The Knowledgebase search page opens, with the title of the ticket automatically entered as the search term and the search already executed and showing any relevant results: Searching the Knowledgebase 1. Click the Knowledgebase tab in the Client Access Portal and select Search Knowledgebase. 2. Enter search terms in the Search box. Use quotes around words to find an exact phrase. Otherwise, the search will find any of the words you enter in the Search box. It will also find any variations that begin with the word. 3. To narrow your search, select a category from the Category menu. The search will return only articles in the selected category. 4. Click Search. All text and fields in Knowledgebase articles are searched. 5. To sort your results in ascending order by any column, click the column header. To sort in descending order, click the column header again. Series 6.2.2 7
6. Open an article by clicking the article title or the magnifying glass icon. 7. You can these choose to just read it from your screen, or even print the article to keep a hard copy on hand: Helpful Tips 1. If you are not sure of your Login Information, Email Support@Advantagers.com. 2. Account Login Information will come from the email address: AutomatedHelpdesk@AdvantageRS.com 3. Reset your own password by using the reset option on the login screen. Series 6.2.2 8