Working in Park City Group s Extranet

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1 Working in Park City Group s Extranet This is a guide to working in the Park City Group (PCG) Extranet. The Extranet is your portal into seeking support from our trained professionals, enabling timely and accurate responses. As a bonus feature, it provides the ability to maintain your contact information online. Through the Extranet, you can: Submit and Track your support questions and issues online. These are called incidents in PCG. Maintain your contact information, ensuring it is always up-to-date. Use the table of contents below to find the instructions specific to your need. Log in to the Extranet... 2 Submit an Issue through the Extranet... 3 Track and Update your Issue... 4 Maintain your Contact Information... 5 Change your Password or Username... 5 For Administrators Update Company and User Information

2 Log in to the Extranet You will receive your Extranet Username and Password by soon after you are set up in PCG s system. Once you receive these, you can begin by following the steps below. Note: If you need to submit an issue, but haven t received your login, you can click the Don t have a login? link to request a Username/Password from Client Support. 1. Go to 2. Enter your Username and Password. 3. Click Login. 2

3 Submit an Issue through the Extranet Issues can be submitted both for simple questions and for those times when you need assistance with complex problems. You can even include file attachments to help resolve data issues. Creating and updating your issue on the Extranet lets us provide the fastest response to all of your inquiries. This process automatically creates an issue incident in our call tracking system. For each new incident, you ll receive a tracking number via that you can use to check the progress of your issue. You can also submit updates to an existing incident, listing activities on your part or providing more information. This method allows us to quickly respond to all of our client issues, maintaining the highest level of response and support that you expect. 2. Select Support at the top, and then click Submit Issue. 3. Select the Product for which you have a question or issue. This is a required field. 4. Enter a Description of Issue. It doesn t have to be long, but it should contain enough information to allow us to get started. 5. Check the Add Attachment? box if you wish to send a file containing data or additional information. Note: All file attachments must be compressed ZIP files and cannot be larger than 3 Megabytes. Files must have the extension.zip. 6. Click Submit. Note: If you checked the Add Attachment? box, click Browse and select your.zip file. Then click Upload. 7. The Extranet confirms that your issue was submitted. You ll receive an shortly with the details, including the Incident issue-tracking number. Keep this number handy, as you can use it to track your specific request. 3

4 Track and Update your Issue A big advantage of submitting your issues over the Extranet (versus the telephone) is that you can immediately track the progress online and provide updated information as needed. 2. Select Support from the top menu, and then click Issue Tracking. 3. Either enter your incident number in the Issue Tracking Number field and click Submit, or click All Open Issues. All Open Issues is recommended, because this lets you see all open issues for your company. (Others may have brought up the same issue.) 4. If you entered a number, only that issue displays. If you chose All Open Issues, click the issue ID to display. This screen displays details about your issue. Look under the Event History for the status and actions taken. 5. If you wish to provide further information or add comments about the issue: a. Click Send an Update on this Issue. b. Enter your comments in the Message box. c. If needed, add an attachment. (See Submit an Issue through the Extranet on page 3.) d. Click Submit. 4

5 Maintain your Contact Information Easily update your name, title, address and /telephone information online. 2. Select Administration from the top menu, and then click Your Contact Info. 3. Update your information as needed. 4. Click Submit to send the change to PCG Client Support. Your contact information will be updated within 48 hours. Change your Password or Username Follow these steps to change your password. You can also change the Username you use to log in. Changing your password is helpful for when you ve been assigned a temporary password or you feel a password needs to be changed for security reasons. Note: Click We can help from the login page if you ve forgotten your username or password. 2. Select Administration from the top menu, and then click Your Login. 3. Enter your Old Password. 4. Enter the New Password. 5. Enter your new password again to Verify. 6. Click Submit. Note: Click Change Username if you wish to change the name you use to log in. 5

6 For Administrators Update Company and User Information PCG can designate an individual within your company as an Administrator, able to update company information as well as manage and assist your Extranet users. Contact PCG Client Support at for more information. Note: These screens will only appear for Administrators. Your Company Profile Use this to maintain address and other company information. 2. Select Administration from the top menu, and then click Your Company Profile. 3. Update your company information as needed. 4. Click Submit to send the change to PCG Client Support. Your company profile will be updated within 48 hours. Manage Users Use this to maintain a user s contact information, username, and address. 2. Select Administration from the top menu, and then click Manage Users. 3. Locate the user in the list. 4. To update the user, click: Contact Info to update their title, phone, fax, and so on. User Profile to update their username or address. (You can also grant Admin privileges, but we recommend only having one administrator per company.) 5. Click Submit to send the change to PCG Client Support. Notes: Contact info is updated within 48 hours. A Username change is updated immediately. The user can use the new name the next time they log in. 6

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