User Starter Guide. Webtop Set up

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1 User Starter Guide Webtop Set up Welcome to Indian River Networks. This document will help you with your initial login and setting up your account. If you have further questions, please contact us at

2 Contents Clear Choice Health Care Webtop User s Guide... 2 Logging In... 2 Set your personal password... 2 Change recovery information... 3 Contacting Technical Support... 5 Submitting a support request from your desktop... 5 Submitting a support request from your Webtop... 6 Support Access to Computer... 7 Ticket Priority Levels... Error! Bookmark not defined. ing Technical Support... 8 Calling Technical Support... 8 Technical Support Hours

3 Clear Choice Health Care Webtop User s Guide Logging In 1. From your desktop start your web browser and go 2. You will be presented with the screen below 3. Enter your Username and Company as assigned by your site administrator. You should have received a one-time only password for your initial login a. For standard users the Username is first initial and last name b. For Company use CCHC c. Click Login Set your personal password Your site administrator will give you a temporary password, which you will want to change the first time you log in. **Always change your password in the Webtop and NOT in Windows. 1. Change password (Required upon initial login) 2. Navigate to My Account in the top right then click on Change password 2

4 3. Enter your Current password, New Password, and Confirm password 4. Make sure you have 100% Strong Password by referencing the highlighted area above 5. Click Save Changes in the lower right Change recovery information (Required upon initial login) If you forget your password, you will rely on the following information, that you will set up in the steps below, to recover it. 3

5 1. Navigate to My Account in the top right then click on Change recovery information 2. Enter your Current password, 4-digit Pin, Mobile phone number, and Personal address. 3. Click Save Changes in lower right 4

6 Contacting Technical Support Submitting a support request from your desktop Electronically submitting a support ticket directly into IRN s team of technicians is the preferred and most efficient way to request support. After creating a ticket, you will be contacted in a timely matter for issue resolution. 1. From your computer desktop, click on the IRN tray icon in your system tray 2. Left click Create Service Ticket 3. Add any details that can help your Network Admin Team address the issue as quickly & effectively as possible. 4. To add a screen shot, you can either begin with the Screen Capture choice or after you create the ticket by choosing Attach Screenshot 5

7 5. Mark Importance Level as Low, Normal, High or Emergency. See below for priority/escalation descriptions 6. Click Send in the top left 7. Any ticket updates can be found in the Messages and Tickets section Submitting a support request from your Webtop 1. Inside the Webtop, navigate to Help in the top right of your Webtop then click Request Support 2. Enter your , phone number and describe your issue 3. Click Submit which will create a support ticket in the Indian River Networks ticketing system 6

8 Support Access to Computer Often your technical support team will need to connect remotely to your computer or webtop in order to best resolve the issue. Below are a few ways they will go about this. 1. If logged in, navigate to Help in the top right of your Webtop then click Control my computer OR From the login screen click Control My Computer 2. Enter the Invitation Code as provided by your Technician 7

9 3. Click Join 4. Your Technology Team at IRN will now resolve your issue. 5. ing Technical Support To communicate with your technology team via , use Calling Technical Support To communicate with your technology team via phone, call or Technical Support Hours Your technology team is actively working support tickets Monday to Friday from 7AM to 7PM Eastern Standard Time 8

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