INUVIKA OVD SUPPORT SUPPORT SYSTEM GUIDE. Mathieu Schires Version 1.1 Published 28/04/2015

Transcription

1 INUVIKA OVD SUPPORT SUPPORT SYSTEM GUIDE Mathieu Schires Version 1.1 Published 28/04/2015 This document describes how to use the Inuvika Support System for reporting support incidents related to Inuvika OVD.

2 TABLE OF CONTENTS INTRODUCTION... 3 OVERVIEW... 3 PROFILE... 3 KNOWLEDGE BASE... 3 REQUESTS... 4 Creating a request... 4 Using the Inuvika Support Portal... 4 Using Reviewing Requests... 5 Page 2

3 1. INTRODUCTION This document describes how to use the Support System provided by Inuvika for reporting issues using Inuvika OVD. The Support System is available for use under the conditions specified in the Inuvika Support Policy Standard Service Level document published by Inuvika and available on the Inuvika web site at 2. OVERVIEW An authorized user can create a support request using either of the following two methods: Online at the Inuvika Support Portal to ovd-support@inuvika.com In each case, the Support System will only recognize authorized users as identified by a valid address. Inuvika Support will create an account in the Support System and send information about the access credentials once the account has been authorized and the address to use for support has been notified to Inuvika. The Support System will send a notification for each change made to a support request that you created to the specified in your Support System profile. 3. PROFILE After logging into the Inuvika Support Portal, clicking on the menu near the My request link will allow you to access your profile. The portal provides functionality for you to change your password and edit your profile. You can specify a picture, the name to be displayed when viewing requests in the portal and the address that receives notifications from the portal. Your time zone can also be defined. 4. KNOWLEDGE BASE The Inuvika Support System Knowledge Base (KB) provides a way to research issues or questions that may already have been addressed. The KB is available from the portal home page and can be accessed by using the Find a solution field. When you start entering information in the field, the system will display suggestions for articles that may be related to your issue. Page 3

4 The KB will be updated with new content on a regular basis so please check each time before creating a new request. 5. SUPPORT REQUESTS 5.1 CREATING A SUPPORT REQUEST A Support request may be created using the portal or by USING THE INUVIKA SUPPORT PORTAL To create a support request using the Inuvika Support Portal, login to the portal. There are two options available for creating a support request depending on the circumstances related to the request. The first type of request is Submit a support request for a POC. Select this link if the issue you wish to report is related to a POC that is currently active. The second type of request is Submit a Level 3 support request. Select this link if you have a Level 3 issue that requires support. In each case, a form will be presented with a number of fields to enter information related to the request. Please provide as much detail and accurate information as possible so that Inuvika can quickly reproduce the problem. To help accelerate the process please provide all the log files and the session archive report file for the impacted session. The fields are: Summary: o Add a title to be used to describe your request Description o Describe the issue you have and the customer affected by the issue o Please provide detailed steps to reproduce the issue Severity Level (for Level 3 support requests) o Select the Severity Level that applies to this issue according to the guidelines in the Inuvika Support Policy Standard Service Level document OVD version o Select the OVD version that you are using Directory o Select the directory used for user accounts Authentication method Page 4

5 o Select the authentication method being used Roles targeted o Choose the server role(s) involved in the issue (Multiple server roles may be specified) OVD Client o Choose the OVD Clients concerned (Multiple clients may be specified) Attachment o Add one or more files to complete your request such as a screenshot or log files or the session history file. Click on create when ready and the request will be created in the Inuvika Support System. The system will display a confirmation page that contains a reference for the support request eg DESKD-119. Please use this reference to track the support request. At this point, you may review the details of your support request, add an additional comment or add an attachment to the support issue. If you wish to add an attachment, click on "Add attachment" on the right of the screen underneath the reference id. To create a link to an attachment in the description or comment text, first add the attachment and then create the link using syntax of the form [^attachment]. For example, an attachment called slaveserver.log has been added to the support request and the comment can reference it as follows: Please see the [^slaveserver.log] attached. Please provide as much relevant and useful information as possible USING A support request can also be created by sending an to the support listed above. In this case, only the summary and description fields will be transcribed from the subject and body. Any attachments will be ignored by the Support System. Inuvika recommends using the Inuvika Support Portal when creating a support request so that the full set of information can be provided. It is also possible to respond to comments by sending a reply to the message received from the Support System. The account sending the reply must be an authorized account for the Support System to accept it. 5.2 REVIEW A SUPPORT REQUEST In the Inuvika Support Portal, all your requests can be viewed. The portal allows you to quickly search, filter and view your support requests. and the status of each request is easily visible. The status of a support request can be one of the following: Page 5

6 Waiting for Support o The request is in the queue to be processed by the Inuvika Support Team. Waiting for Customer o The Inuvika Support team requires further information from the Customer. Please review the comment and provide the requested information. Resolved o The support request has been resolved by either providing a workaround, a permanent fix or providing the information requested. In the case of a workaround, the support request will remain Resolved until a permanent fix has been released and confirmation received that the problem has been resolved. Closed o The support request is closed when the issue has been confirmed to be resolved and no further work is required. For each request, you can review the complete set of comments related to the request or add a new comment. Page 6