esupport User s Guide

Transcription

1 esupport User s Guide January 2016

2 Contents How to contact Harris School Solutions... 3 Overview... 3 Login to esupport... 6 Calls... 7 Log New Call... 7 About Call Priorities Open Calls Search Calls KnowledgeBase Review the most Recent Articles Search the KnowledgeBase Downloads Schools Doesn t Use This Feature in esupport WinCap documentation may be found on 15 Account Info Maintain your account information Change your password Review Product Listing Manage Site Contacts information Other Discussion Forums Reporting User Groups Schools does not use this feature at present Corporate Site Contact Support Logout Harris esupport Users Guide January 2016 Page 2 of 23

3 How to contact Harris School Solutions Harris School Solutions is committed to providing its customers with reliable products and excellent customer support. Contact support by opening a case through esupport, calling the toll-free support line, or by . Connect to esupport: Toll-free support line: support@harriscomputer.com Notify support with any changes to your addresses or contact your site administrator for esupport. You may continue to call or using the following methods: Phone: (518) (choose option 2, 3, 4, or 5) Accounting Software Support: accting@wincap.com Payroll/HR Software Support: prhr@wincap.com Hardware or Technical Support tech@wincap.com Professional Development Support: wpd@wincap.com General Assistance (non-help DESK issues) info@wincap.com Your call will be logged into our esupport (Clientele) system Overview This document provides an introduction to the various features of esupport: Calls (opening a call, updating cases, etc.), KnowledgeBase (search commonly asked questions), Downloads, Documentation, Account Info, etc. Not all divisions use all esupport features. Harris School Solutions supports the following features: Calls (opening a call, updating cases, etc.) Knowledgebase (search commonly asked questions) Account Info One of the main reasons clients appreciate esupport is case management opening a support call, checking the status of a call, adding events, adding attachments, closing calls, etc. By opening a call in esupport, support receives the call into their queue faster than a call to the Call Center or an to support. The call can also be opened using the terminology of the user of the application with as much details as possible. In addition, esupport provides useful background information on using the software through KnowledgeBase articles, downloads, documentation and user forums. Note: Popups are required for the esupport website. Information from You Please provide a list of anyone that might be calling us for assistance, so that we can enter them as a contact into our call tracking system. For each individual, please provide first and last names, a contact phone number, and a contact address. Harris esupport Users Guide January 2016 Page 3 of 23

4 Help us process your call more quickly by providing us with the following information. CALLER INFORMATION Your Name Verify Contact Details School Name and School Number Product Module Error Message Page ID or Menu Path Security Role Operating System Browser Name and Version DESCRIPTION If you are not an authorized user of the system, you will need to have the District Contact submit this issue or ask your district product Administrator to be added to the authorized user list. your address phone number the district If the problem is occurring at a particular school, provide the full school name and school number the name of the product (WinCap, WinCapWeb, InfoMatic) If applicable, provide the name of the module where the problem is occurring. (Accounting, Budget, PR/HR, Position Control etc ) If applicable, provide the full text of the error message. Or Screen Shot as an attachment If applicable, the Page ID is located in the lower left-hand corner of each screen directly below the copyright. If applicable, include the menu path (from main menu) or breadcrumb. If applicable, provide the security role of the User ID that is experiencing the problem (Teacher, administrator etc.) Indicate if the problem is MAC or PC based and version of the operating system. Indicate the browser name (i.e. Internet Explorer, Netscape, or Firefox) and the browser version. In each major browser, Explorer, Netscape and Firefox, click Help > About to display the browser version and any Service Pack level. Harris esupport Users Guide January 2016 Page 4 of 23

5 Help us process your call more quickly by providing us with the following detailed information about the problem you are currently having. DETAIL Basic Problem Description Location Login & Password VPN Access Screen Shots and Error Message Steps DESCRIPTION Briefly describe the problem you are having. What were you trying to do? If applicable, indicate any location details. Is the issue only happening in one school or at a certain time of the day? Does the problem only occur with computers running off of a particular server? A login and password may be requested in order to re-create the problem. If necessary, have this information prior to calling. Once the issue has been resolved, Harris School Solutions suggests the password is changed. If applicable: Using a VPN process will allow Support Center personnel access to the district network and the installed software. Sometimes this is necessary due to a firewall. Contact the district technical staff in order to determine if VPN is necessary to gain access. A Virtual Private Network (VPN) allows a district to maintain private communication and data sharing across a network. Only those with authenticated credentials can gain access into the system and its components. Please include screen shots of errors. The ability to attach a screen capture of the error message is a valuable resource especially if the issue is escalated to the Engineering Team. Prior to contacting the Support Center, make sure that you can relate the exact steps you took up to the point where the problem occurred. This information will be necessary in order to recreate the issue. Harris esupport Users Guide January 2016 Page 5 of 23

6 Login to esupport Contact the call center for all Username and Password questions. Usernames and Passwords are case sensitive. 1. Enter in the address field of your internet browser. 2. Enter the Username and Password in the login fields and select LOGIN. Harris esupport Users Guide January 2016 Page 6 of 23

7 3. The esupport homepage opens to What s New! A summary of open calls are on the righthand side of the page, and the blue top navigational bar is provided with pull-down menus for quick transition to other pages. Calls Log New Call 1. Once successfully logged in, hover over Calls, then select Log New Call. 2. This action will launch the esupport New Call Wizard. (Popups must be allowed for this feature.) 3. Select the radial button for either Software or Hardware. 4. Select the appropriate Software Package from the pull-down menu. 5. (Optional) Enter the version you are using. Select the Next button. Use the following window to enter the details of this call primary contact, group (if applicable), priority, brief summary and detailed description. Harris esupport Users Guide January 2016 Page 7 of 23

8 6. Select Learn About Call Priorities Here and a new browser page will pop-up. Select the appropriate Harris division logo associated with the call. Call Priorities will then be viewable and are defined as High, Medium and Low. 7. Once complete, select Next. a. The Wizard assigns a call number which is displayed in red text. b. The Wizard also provides the option of attaching appropriate documents such as reports and screenshots. 8. If there are no attachments to add, select No, and skip to step 13. Harris esupport Users Guide January 2016 Page 8 of 23

9 9. If there is an attachment to add, select the Yes button. This window opens. 10. Select the Browse button(s) to locate the file(s) to attach. Select the Add Attachments button. DO NOT close this window until the notification that the update is completed successfully. This may take a moment. 11. Once the attachments are uploaded successfully, this message will display. Select the click here link to return to the call screen. Harris esupport Users Guide January 2016 Page 9 of 23

10 12. The Call Detail window opens after the call is logged and any attachments are uploaded. The call is now logged and will appear in the appropriate division s support queue. An automatic will be generated to the owner of this call, containing the details listed above. About Call Priorities To access the call priority listing by Harris divisions, hover over Calls and select About Call Priorities. Then select the appropriate division: In this case Schools. (Other choices are Cayenta, InHance, MS Govern, Northstar, or Spectrum) The Call Priorities definitions will show. From the definitions screen click the back arrow to return to the main esupport screen. Call Priorities definitions can be accessed by selecting the About Call Priorities link under the Logout button in the upper right-hand corner. Harris esupport Users Guide January 2016 Page 10 of 23

11 Open Calls To view open calls submitted, hover over Calls and select Open Calls. The Open Call Summary screen will show all calls currently opened by the user or by your organization. Click on the row of any call and the Support Call Detail page will open to view all the event history. Search Calls 1. From the pull-down menu, hover over Calls, and select Search Calls. The following window will display: 2. Select the radial button for the type of search wanted by Call Number, by Status, or by Date & Status. 3. Enter the requested information, and click Search. The search results for each type of search are illustrated below. Harris esupport Users Guide January 2016 Page 11 of 23

12 4. Search by Call Number 5. Search by Status 6. Search by Date & Status 7. Select Details... for more information regarding the call and call events. Harris esupport Users Guide January 2016 Page 12 of 23

13 8. To print the call details, select Printable Version. 9. To add a new event, select Add New Event / Re-Open Call. 10. If the call is closed, it can be re-opened by selecting Add New Event / Re-Open Call. KnowledgeBase Support Analysts will be adding items to the KnowledgeBase an online FAQ section. In the pull-down menu select KnowledgeBase to see the KnowledgeBase menu options. Searching can be done by Recent Articles, Search phrase or by Article #. Harris esupport Users Guide January 2016 Page 13 of 23

14 Review the most Recent Articles 1. Select Recent Articles in the KnowledgeBase menu. The list opens. Sorting can be done by clicking on the column headings, KnowledgeBase, Summary or Added On, for ease in finding articles. 2. Select More to view the selected article. Search the KnowledgeBase 1. Select Search in the KnowledgeBase menu. 2. To search by product, select the down arrow, of Select pick the area you wish to Search, and then select Select the appropriate product. Harris esupport Users Guide January 2016 Page 14 of 23

15 3. Enter a word or phrase in the search phrase field. Entry can be in mixed case or lower case, and quotation marks are not necessary. 4. Select Search! 5. Note: If the article number is known, use Search by Article # for fast results. Enter just the numeric characters, not the # symbol. Downloads Schools Doesn t Use This Feature in esupport WinCap documentation may be found on Account Info Items on this menu allow updating of account information, changing your password, seeing a list of the products linked to the user s organization/district, and with correct authority, changing contact information for the organization s personnel. Maintain your account information 1. From the pull down menu, hover over Account Info, and then select Your Profile. 2. When changes are completed, select Update Profile! Harris esupport Users Guide January 2016 Page 15 of 23

16 Change your password 3. From the pull-down menu, select Account Info, and then Change your esupport Password. 4. Enter the new password, and verify it by entering it again. Select Change Password! Harris esupport Users Guide January 2016 Page 16 of 23

17 Review Product Listing This window allows the review of products linked to the user s organization, version information, and support contract status. 1. From the pull-down menu, select Account Info, then Product Listing. If any of the information is incorrect, please log a call in esupport. Columns can be resized by sliding in the header. Sorting can be done by, Product, Code, Installed Version or Contract Status, by clicking on the column heading. Harris esupport Users Guide January 2016 Page 17 of 23

18 Manage Site Contacts information Only site System Administrators have access to update the contact information for personnel at their organization. 1. From the pull-down menu, select Account Info, then Manage Site Contacts. 2. Select the Person icon, to the left, or the View link, on the right, of any individual that needs contact information updated. 3. Columns can be resized by sliding in the header. 4. Sorting can be done by, Last name, First name, Title or address, by clicking on the column heading. Harris esupport Users Guide January 2016 Page 18 of 23

19 5. Edit Contact information as needed. Starred * entries are required. There are several options regarding address, addresses and phone number types. Use the Type drop down arrows and Add a New options. 6. Complete esupport information to finish the update and select Apply. Harris esupport Users Guide January 2016 Page 19 of 23

20 Other The Other section includes discussion forums, reporting and user groups. These areas are utilized by specific Harris divisions. Discussion Forums The Discussion Forums are an excellent way to share hints, tips & tricks with other customers using similar products. 1. From the pull-down menu, select Other, then Discussion Forums, and a new window will open. 2. For first time visitors, register by selecting the Register icon in the top right-hand corner of the screen. 3. Once registration is completed, all posts will be visible in the Forums and options to ask questions, and/or post new topics and information will be available. 4. To access one of the topics, select one of the blue links on the left hand side. See the illustration of the forum window on the next page. Harris esupport Users Guide January 2016 Page 20 of 23

21 Post Reply button 5. To participate in the forum, select Post Reply at the top right of the screen, a reply window opens. 6. Type your message in the Message field, and then select Post Reply to submit. Harris esupport Users Guide January 2016 Page 21 of 23

22 Reporting From the pull-down menu select Other and then Reporting for the following page This feature provides the ability to display calls logged by Employee, Product, Priority, or Nature, for a specified time period. The results may be displayed in a pie chart or table of columns. User Groups Schools does not use this feature at present Currently there are user groups for NorthStar, Cayenta, Spectrum and MSGovern. Corporate Site Selecting Corporate Site, in the left sidebar, opens the Harris Computer Systems website in a new browser window. The corporate site includes access to all Harris divisions and any websites maintained by companies within the divisions. Contact Support Selecting Contact Support, from the pull-down menu, opens a page containing the phone, fax, and information for Cayenta and NorthStar. Logout Select Logout in the upper right corner from this page to log out of esupport. Harris esupport Users Guide January 2016 Page 22 of 23

23 OR Select Logout on the bottom of the left sidebar, to log out of esupport. You will be taken to a page which will allow one to login again. Harris esupport Users Guide January 2016 Page 23 of 23