Bucks PSN Updata Self-Service Portal User Guide Version 1.0 Updata Infrastructure Ltd
Page 2 of 4 The Updata Self-Service Portal The Updata Self-service Portal is a web based online portal which enables our customers to raise new support requests and view any outstanding or closed requests. Who has access to the Portal? The Bucks PSN Team requested that each School provide a nominated contact that has the authority to request changes on the School s behalf. The Bucks PSN Team will send the Updata Self-service Portal login details to the nominated contact for each School. The nominated contact will be responsible for the distribution of this login within their organisation. If you need to amend the nominated contact details for your School, please contact the Bucks PSN Team at PSNTransitionTeam@buckscc.gov.uk How do I access the Portal? You can use the following URL to access the Updata Self Service Portal: http://selfservice.updata.net/ What is the difference between an Incident Request and a Service Request? When logging a new Support Request on the Updata Self-service Portal, you will have the choice between logging a Service Request and an Incident Request. An Incident Request should be selected if you are reporting a fault, for example: Unable to send or receive emails Slow internet connection A Service Request should be selected if you are requesting a change or any work not associated to a fault, for example: Password reset Unblock or block a website Enable a port on the firewall 2
Page 3 of 4 Logging in to the Updata Self Service Portal: Go to http://selfservice.updata.net/ and type in the Site ID and Password you were provided by the Bucks PSN Team. Click on Sign In Viewing Incidents: Click on the Show Incidents link on the navigator bar on the left hand side of the screen. This will display all the open incidents for your site. You can filter this list and search for closed incidents via the options at the top of the screen. 3
Page 4 of 4 Viewing Service Requests: Click on the Show SVC Requests link on the navigator bar on the left hand side of the screen. This will display all the open service requests for your site. You can filter this list and search for closed service requests via the options at the top of the screen. Viewing Support Request Details (Incident & Service Requests): You can view the full details and the latest update on each support request from the Show Incidents or Show SVC Requests lists by clicking on the record you want to view. 4
Page 5 of 4 Logging a Support Request: On the navigator bar on the left hand side of the screen click on the Log Support Request link. The contact details will be auto-populated with the information that is saved on the Updata customer database. If these are not your contact details then please amend as these will be the details the Service Desk will use to update you on your request. Under the Type field please select whether this is an incident or service request. This will determine which queue your request will be assigned too. Here is a quick reminder of the difference between an incident and a service request: An Incident Request should be selected if you are reporting a fault, for example: Unable to send or receive emails Slow internet connection A Service Request should be selected if you are requesting a change or any work not associated to a fault, for example: Password reset Unblock or block a website Enable a port on the firewall In the description field please fill in the details of the request or fault that you are reporting. Please provide as much information as possible to ensure that your request is completed quickly. Click on the Save button 5
Page 6 of 4 FAQ Section: On the navigator bar on the left hand side of the screen you will see an FAQ section. This section contains all the user guides and FAQ sheets for the services we provide the Bucks PSN customers. Resetting your Updata Self-Service Portal Password: Click on the Change Password link on the navigator bar on the left hand side of your screen. Type your old password in the 1 st box and then type in your new password in the following 2 boxes. Note: Password must contain at least 8 characters and be composed of a mixture or lower case characters, upper case characters and numbers. Click on the Save button. If you experience any issues using this portal or have forgotten your login ID or password, please contact the Updata Service Desk: Updata Service Desk Team Updata Service Desk Number: 08455 650 566 Updata Service Desk Email Address: customer.support@updata.net 6