Addax Business Solutions - Support Services

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Felicia Morris
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2 Table of Contents 1 Introduction Useful contacts Addax Web Based Support System (AWBS) Obtaining Your AWBS Password Login to AWBS Viewing existing calls Submitting a Service Call Adding attachments Submitting a Support Related to Addax Addax Business Solutions

.. 2 2.2 Login to AWBS... 2 2.3 Viewing existing calls... 3 2.

3 1 Introduction AWBS stands for Addax Web Based Support. Using the Greentree e-service module you are able to login via any web browser and submit support calls directly to Addax's support team. Logging calls via the web directly into our support system reduces the amount of administration time being spent on call. This not only reduces your costs, it also enables our support team to offer the fastest possible response time to your call. This document has been written to assist you with logging Support calls on AWBS. If you have any questions relating to this document, please contact Addax's Greentree Support Team. 1.1 Useful contacts If you experience any issues using AWBS please call the Addax Greentree Support Team direct Phone: GTSupport@AddaxSolutions 2008 Addax Business Solutions Page 1

This not only reduces your costs, it also enables our support team to offer the fastest possible response time to your call.

2 Addax Web Based Support System (AWBS) All Support Calls, Enhancement Requests, and Log Issues can be logged via the Addax Web Based Support portal. 2.

Once this is setup you will receive an email with your login credentials. If you require more logins please contact GTSupport@AddaxSolutions.com 2.

4 2 Addax Web Based Support System (AWBS) All Support Calls, Enhancement Requests, and Log Issues can be logged via the Addax Web Based Support portal. 2.1 Obtaining Your AWBS Password Initial AWBS User Logins and Passwords will be assigned by Addax Customer Support to the Client. Once this is setup you will receive an with your login credentials. If you require more logins please contact 2.2 Login to AWBS The Addax website provides a shortcut to the AWBS login page or you can type in the address directly: Addax Business Solutions Page 2

5 2.3 Viewing existing calls Once logged in you will be directed to the overview screen where you will view a summary of all calls by your login and organisation. You will also see any calls that you have previously registered an interest against. My Calls - Click on the My calls icon on the left to see details regarding specific calls. Call Logging screen - From this screen you can add, review, and search on calls associated with your organisation. Clicking on the words OTHER MENU will provide additional information and a screen where a user can: Search the Knowledgebase View Assets managed or Supported by Addax Lodge Sales Enquiries Add or Change users within your organisation 2008 Addax Business Solutions Page 3

Call Logging screen - From this screen you can add, review, and search on calls associated with your organisation.

6 2.4 Submitting a Service Call Select the "New Call" icon. When logging a call the following fields are either required or optional. Subject - Enter the subject of the call in the Subject field Priority - Select the priority of the call Problem Code - Select the problem code Problem (Text) Enter additional information regarding the problem. Once you have entered all relevant information relating to the call, press the Submit Call button. All information submitted will be immediately available to the Addax Customer Support and Development Teams Addax Business Solutions Page 4

Problem (Text) Enter additional information regarding the problem.

7 2.5 Adding attachments Once the call has been submitted you will see this screen. To add an attachment you must first reopen the call. To reopen a call, select the call's individual Call ID number on the left hand side. Once the call has been reopened select the Browse button. After pressing the browse button you will see the standard windows file selection window (below). Choose the file you want to attach and press the Open button Addax Business Solutions Page 5

To reopen a call, select the call's individual Call ID number on the left hand side.

8 The file name you want to attach will now show in the Add attachment line Now press the Add button to load the file into Greentree after which the files will be available for an Addax consultant to view Addax Business Solutions Page 6

into Greentree after which the files will be available for

9 3 Submitting a Support Related to Addax When submitting a Support Call via Please ensure the correct support address (see below) is used based on the nature of the issue. This will ensure a quicker response Greentree Support - GTSupport@AddaxSolutions.com IT Support ITsupport@addaxsolutions.com CBA Support - CBASupport@AddaxSolutions.com DO NOT send support s to a individual Addax consultants. If an is sent to a specific consultant, response times cannot be guaranteed. By using of the specified addresses above, your call will be monitored and agreed service levels maintained. If your is in relation to a previously logged Call, please clearly insert the previous Call in the subject line. Set the appropriate priority to inform Addax support of the urgency of which you rate the issue Addax Business Solutions Page 7

com DO NOT send support emails to a individual Addax consultants. If an email is sent to a specific consultant, response times cannot be guaranteed.

Active Directory Integration for Greentree

App Number: 010044 Active Directory Integration for Greentree Last Updated 14 th February 2013 Powered by: AppsForGreentree.com 2013 1 Table of Contents Features... 3 Options... 3 Important Notes... 3