User Guide. Lombard Risk esupport Client Portal. 11 January 2013

Transcription

1 User Guide \ Lombard Risk esupport Client Portal 11 January 2013

2 Copyright Lombard Risk Compliance Limited All rights reserved. Confidential Information Copyright in and ownership of this document is and shall at all times remain in Lombard Risk Compliance Ltd. All intellectual property rights belong and shall continue to belong to Lombard Risk Compliance Ltd. No part of this document may be reproduced without the prior written permission of Lombard Risk Compliance Ltd and the contents of this document are and shall remain confidential. The delivery of this document shall in no circumstances imply that the information contained herein about Lombard Risk Compliance Ltd or Lombard Risk Management s plc business, services or operations is in the public domain. Accordingly, disclosure or transfer of the contents of this document or any part thereof to a third party will constitute a breach of the confidentiality provisions of any agreement between the recipient and Lombard Risk Compliance Ltd. Disclaimer Every effort has been made to ensure that this document accurately describes the operation of the Lombard Risk Compliance Ltd business, services or operations. However, Lombard Risk Compliance Ltd does not accept any responsibility for the consequences of any discrepancies between the description of Lombard Risk Compliance Ltd, services or operations contained in this document and Lombard Risk Compliance Ltd business, services or operations as implemented. Trademarks All applicable product names are registered trademark of Lombard Risk Limited. Windows is a trademark of Microsoft Corporation. Lombard Risk esupport Client Portal

3 Table of Contents Introduction... 1 Log an incident... 3 Adding attachments... 5 View incidents... 6 Severity of incidents... 7 Edit profile... 8 Advanced features of the support portal... 9 Lombard Risk esupport Client Portal

4 Introduction Following a review of Incident and Product development software, Lombard Risk has chosen OnTime from Axosoft, to provide our client incident and issues tracking solution. This guide is for clients to understand: How to log and view incidents How to attach documents to an incident How to assign the correct Severity to each incident How to view defects related to an incident The following url will take you to the Lombard Risk esupport Client Portal login page, the user should enter a Username, which is their address and request a Password reminder. This will send a link to the address supplied with details on how to confirm a password for that account. In the unlikely event that the support portal is unavailable please contact your local office. Contact details can be found at: Once logged into the support portal the initial screen will allow users to: 1. Log an incident 2. View incidents 3. Edit Profile 4. View defects related to an incident Lombard Risk esupport Client Portal Page 1

5 This will be your initial incidents landing page once you have sucessfully logged into the Portal. On this page you are able to do the following: Add new incidents View existing incidents (by highlighting and double clicking or selecting one of the view or edit options Details of an incident are also displayed on the right hand side on a floating tab At the bottom you get a summary of the number of incidents Lombard Risk esupport Client Portal Page 2

6 Log an incident In order to log an Incident select the button. Select the appropriate Project Helpdesk from the Project drop-down list. For example, COLLINE incidents will be logged under COLLINE Helpdesk, REPORTER incidents will be logged under Compliance Helpdesk, REG-Reporter incidents under Reg Reporter Helpdesk. The Name field is a free form text box into which a useful, short description of the incident should be added. Now populate all the other mandatory fields identified by bold typeface. Lombard Risk esupport Client Portal Page 3

7 Under the description field please enter as much detail as possible in order for our analysts to fully understand your problem and process it as quickly as possible. The more information that is provided early in the incident has been proven to increase the speed of resolution. Fields with labels in bold are mandatory. If it is not applicable please type in NA (applicable to only free format text fields) Please enter clear steps for the Replication Procedure, Expected and Actual Behaviour. Lombard Risk esupport Client Portal Page 4

8 Adding attachments If you have attachments to send please note these cannot be added until the Incident has been logged, unless you selected to Save and Attach File. If you wish to add attachments to a prior existing logged incident, then look for the details bar on the right and go to the attachments section where you have two options: 1. Drag and drop a file 2. Click the area in the attachments section to search and add an attachment Once the incident is displayed the add attachments to the case. icon in the lower Incidents Details section can be used to Adding an attachment will result in the screen going temporarily dormant whilst the file is uploaded. Lombard Risk esupport Client Portal Page 5

9 View incidents The main portal page will display the list of all incidents logged by the user or company. Once our analyst team has reviewed your query, you will receive an informing you of their response. To view/respond to the case you should log back into the portal edit the incident id number and then add your comment under the client communication tab. The case owner within Lombard Risk will be advised of the update when you have saved and closed the incident. Double clicking the case or using the View button will take you into the Incident details. You can also check the progress by selecting the case. Here you will see the full history of comments made by both Lombard Risk and the Client in relation to the selected case, thereby ensuring a chronological history of the case is available. Lombard Risk esupport Client Portal Page 6

10 Severity of incidents Correctly assessing the severity of incidents is key to providing high levels of service. It may be tempting to always select Critical or High however this will result in wasted time and effort on all parties if the incident is not truly required. An initial review of the priority by the Support agent may result in a change in priority which will be communicated with the client. Priority Code S0: Block Issue S1: Critical (impact is externally visible to customers of our client) S2: High Impact (with no workaround) S3: Medium Impact (disruptive workaround available) S4: Light Impact (but workaround available) S5: Low Impact (not impacting users workflow) S6: Assessed, No Impact Description An incident which causes complete system unavailability or that so severely limits functionality or performance that critical business cannot be continued. A Core business function is severely impaired and cannot be used to operate the business workflow. There is no workaround available and the impact is client visible. A Core business function is severely impaired and cannot be used to operate the business workflow. There is no workaround available however the issue will not affect external clients. A business function is impaired but a workaround can be operated. A system flaw that does not impede functionality but is inconvenient. A minor impairment (for instance cosmetic or usability) No incident has occurred the client wishes to record a question or change suggestion. S7: Not Triaged Our response times will be found within your own SLA, however for Priority Codes S0 and S1, which are the highest Priorities within OnTime, we do expect you to respond in an urgent manner to any requests for further information as becomes necessary during the life of the incident. Lombard Risk esupport Client Portal Page 7

11 Edit profile Edit Profile in the upper right allows the user to change current password. It is recommended that you do this the first time you use the platform, and regularly thereafter. Lombard Risk esupport Client Portal Page 8

12 Advanced features of the support portal Single Search box: This feature is useful when you have a large number of cases and you wanted to search for a specific string value. You need to be in the correct tab to use the feature properly. The double arrow button on the column headers allows the users to select or deselect columns to be added in the view. Grouping results by a column: The group by is a new feature added in this version. The screenshot above depicts the columns that a user can group results by. Lombard Risk esupport Client Portal Page 9

13 Sorting/ filtering: Clicking a column sorts the column. Clicking again, re-sorts the data. Hovering over columns, lightens the column colour and displays a small filter, which the users can apply. The details sidebar: The details bar itself is a new addition that allows the user to Users can decide which of the three sections Description, Client Communication and Attachments they wish to see on the details toolbar. Users can also unpin this section from the view using the horizontal double arrow. To restore the details side bar the user can use the pin icon to unpin the side bar. To ensure that the details bar remains fixed in the right hand side of the screen, the user must click on the button. Lombard Risk esupport Client Portal Page 10

14 There are three sections on the Details side bar; the description box, the client communication box and the attachments box. A user can click on the icon within any box to close the box. The side bar then resizes to fit the two remaining boxes. To restore a closed box; the user must click on the downward triangle icon on the Details title bar and select the box they wish to restore (if one or more boxes have been closed) Lombard Risk esupport Client Portal Page 11

15 Pagination: The status bar at the bottom of the page now allows users to paginate results. Enhanced editing options: Editable text boxes now come with enhanced options to edit the details sections. Lombard Risk esupport Client Portal Page 12