Northgate Public Services

W o r k I n s t r uct io n s Northgate Public Services Northgate Customer Portal 1 st October 2012 Report summary: This document outlines the standard process followed by Northgate Public Services customers to access and use the functionality of the customer portal. Information is based on the VMware Service Manager v9 Portal. Version 0.1

Distribution Name Job title Customer of Northgate Applications Document control Change control table: Version Description Release date Reason for change 0.1 1 st draft July 2012 Document Created 1.0 Release August 2012 Released to trial customer 1.1 Update October 2012 Included call template and online help instructions Prepared by: Name Clark Stalham Contact details clark.stalham@northgate-is.com Contacts: Contact 1 Contact 2 Clark Stalham CSC Support & Development Manager Samantha Houghton CSC SM Development Consultant Northgate Information Solutions M: 07983 609647 E: clark.stalham@northgate-is.com Northgate Information Solutions M: 07920 821055 E: Samantha.houghton@northgate-is.com Copyright Northgate Information Solutions UK Limited This document is protected by copyright laws in England and other countries and must not be copied, stored in a retrieval system or transmitted in any form or by any means in whole or in part without the prior written permission of Northgate Information Solutions UK Limited. Version 0.1 Model Office Page 2 of 15

Table of Contents Change control table:...2 1 Introduction... 4 1.1 Purpose...4 1.2 Intended Audience...4 1.3 Terminology...4 1.4 Assumptions...5 2 The Northgate Customer Portal... 6 2.1 Overview...6 2.1.1 Accessing the Portal...6 2.2 Home Page...7 2.3 Latest News...8 2.4 Log a Call...9 2.5 Review Past/Current Incidents... 12 2.6 Add Note to Your Incident... 13 2.7 Attach Object to Your Incident... 14 2.8 Closing a Call... 15 3 Further Information... 15 Version 0.1 Model Office Page 3 of 15

1 Introduction 1.1 Purpose The purpose of this document is to describe the correct procedure for accessing and using the facilities available via the Northgate Customer Portal 1.2 Intended Audience The intended audience for this document are any end users that have been granted access to the Northgate Customer Portal 1.3 Terminology The following terms have special significance throughout the remainder of this document: Configuration Item (CI): Any component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a configuration record with the configuration management system (CMS) and is maintained by the Configuration Management Team. They typically include IT services, hardware, software, building, people and formal documentation Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a CI that has not yet affected service is also an incident. Incident Record: A record containing the details of an incident. Each incident record documents the lifecycle of a single incident Incident Management: The process responsible for managing the lifecycle of all incidents. The primary objective of Incident Management is to return the IT service to customers as quickly as possible. Priority: A category used to identify the relative importance of an Incident, Service Request, problem or change. Priority is based on impact and urgency and is used to identify required times for actions to be taken Service Desk: The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and also handles communication with the users. Service Level Agreement (SLA): An agreement between an IT service provider and a customer. The SLA describes the IT service, documents service level targets and specifies the responsibilities of the IT service provider and the customer Version 0.1 Model Office Page 4 of 15

1.4 Assumptions End Users should have the following understanding: The ability to use a web browser Basic PC Skills Version 0.1 Model Office Page 5 of 15

2 The Northgate Customer Portal 2.1 Overview The Customer Portal allows end users of service(s) delivered by Northgate Public Services to access a secure website, 24 hours a day, 7 days a week in order to accomplish a number of tasks relating to the support of those services. By accessing the portal end users are able to: Raise Calls Review and update support calls Review and update service requests NOTE: Online help files & video tutorials are available to support the use of the portal which cover all aspects of this document. To access click on HELP in the far right hand corner of the customer portal 2.1.1 Accessing the Portal The portal can be accessed via inputting the below URL in to a web browser: https://psinfra.northgate-is.com/infraportal This link will display the portal logon screen with prompts to enter your supplied username and password. Your supplied username and password will be identical to that which was used to access the previous Infra customer portal. Note: It is advisable that any pop-up blockers are disabled when accessing this site, contact your local IT department to ascertain how to enable pop-ups for a specific site. Version 0.1 Model Office Page 6 of 15

Note: The Customer Portal is best displayed using Internet Explorer v7/v8/v9. Functionality and page display may be affected using other browser versions. 2.2 Home Page On accessing the system the first page displayed will be the home page. This page, and all subsequent pages throughout the site, is divided in to frames. The left hand frame lists navigation options to other parts of the site and remains in place whatever is selected. The frame on the right displaying the details/results of the navigation options selected. The main frame on the home page shows a summary of the current activity on your account: Display Latest News Your Faults & Service Requests Description Shows any notices that have been posted by the Service Desk in relation to provided services, this could include such information as major incidents or pending service downtime. A summary of Incidents / Service Requests that you have raised with the Service Desk Your Configuration Items A summary of configuration items that are assigned to you e.g. your desktop or laptop The arrow next to each of the results in the summary window allows you to access further details against that result. In addition it will enable the call closure option whereby an open call can be closed directly by yourself (see section 2.8). Version 0.1 Model Office Page 7 of 15

Note: The Latest News section is currently not enabled, this functionality may be introduced at a later date. The navigation frame on the left lists general information and site navigation options: Each option form the navigation frame is detailed in the following sections 2.3 Latest News This option enables end users to view further information as displayed in the Latest News header on the home page. Note: The Latest News section is currently not enabled, this functionality may be introduced at a later date. Version 0.1 Model Office Page 8 of 15

2.4 Log a Call This option enables end user to raise a new fault or service request for progression by the Northgate Application Teams. When this link is clicked on you will be asked to select the type of call you wish to raise: A description of each available template is below: Template I have a Fault or Potential Fault I would like advice or information I would like to provide feedback Description To be used when you are experiencing an issue with a supplied service ie you are unable to access the service or it is not performing as expected. To be used when you have a general query regarding your supplied service or you wish us to consider a change to your service To be used when you which to either leave us a general comment about our services or to raise a complaint or compliment with us Version 0.1 Model Office Page 9 of 15

After selecting the required template the Log a Call screen will appear: Any items marked with a red asterix are required to be completed. Other fields, whilst not mandatory, should be completed where possible to help ensure a speedy resolution to the issue experienced. A description of each field is below: Field Service Module Module Item Type Description The service the call relates to. This is a drop down list and will display only service for which you have access to raise a call against. Depending on the Service selected this dropdown list will populate with the area of the service the call is related to e.g. if you select your revenues service then only modules specific to the revenues service will be displayed. Depending on the selected service and module this dropdown list will populate with specific options for the module selected e.g. if the service was Revenues and the module was CTax then only CTax specific items will be display i.e Create Discount Type. NOTE: Note all Modules require a Module Item. If this is the case the Module Item drop down will display the text No Item Required The type of fault being experienced e.g a Data Issue or Hardware Issue Version 0.1 Model Office Page 10 of 15

Priority Description Environment Version Alt Contact Your Reference Attach File (see below for description of each type available) The importance of this call, ranging from High Priority P1 to low P4/5 Free text field for you to record as much relevant information as possible in relation to the fault being experienced Whether the call is in relation to your Live system, Test system etc Free text field to record the version of software the call relates to Free text field to enter a name and contact number of a colleague who needs to be updated in relation to this call e.g. if you will be unavailable to deal with the call directly. Free text field to record any reference for the call that you may have on your own internal systems e.g. If you have also raised the call with your Service Desk and they have supplied you with a reference number. Ability to upload a file for the call being raised to aid investigation The available types for call categorisation are available below. NOTE: Types are specific to the call template used, if you have incorrectly selected the wrong call template you will need to click on Log a Call to be taken back to select the correct one. Version 0.1 Model Office Page 11 of 15

2.5 Review Past/Current Incidents This option allows end users to search for open or closed calls that they have raised with the Application Teams via any contact method. By clicking on the link a search screen will appear requesting various criteria to display the required calls: A description of each available field is below: Field Incident No. Incident State Text Search Service Type Priority Log Date Open Closed Description To search for a specific call number enter the number here and click OK Radial button to enable search for open incidents, those closed in the last week or those closed in the last 4 weeks. The ability to search on specific text in calls raised This lists all services which are available to the end user, needs to be used in conjunction with other Advanced Search Criteria options to return results. Multiple services can be selected by using the shift key when selecting them. The ype of call that was logged e.g Incident/Forgotten Password. Needs to be used in conjunction with other criteria Ability to search via call priority, must be used in conjunction with other Advanced Search Criteria Date Range for returning results, use in conjunction with other criteria Select to view all open calls, can be used independently of other criteria Select to view closed calls, can be used independently of other criteria Version 0.1 Model Office Page 12 of 15

2.6 Add Note to Your Incident This option allows end users to update calls that have been raised by adding a note to a call. Adding notes will update the call and be visible to the Service Desk for actioning. To add a note click on this option, enter the Call No you wish to update then enter the text of the update in the description field. An email can also be sent to the current member of Northgate staff who is working on the call by selecting the Send Email option. Note: The ability to add a note to a call is also available via the Home Page on calls that are listed under the Your Incidents section. By clicking on the arrow next to the call, this will open up the call details window and the ability to add a note is an available option from there. Version 0.1 Model Office Page 13 of 15

2.7 Attach Object to Your Incident This option allows end users to attach objects to open calls that have been raised by them. To attach an object click on this option, enter the call number you wish to attach an object to, click on browse and navigate to the folder and object to be attached, finally enter a description to go with the object. As with adding a note the ability to send an email to the current Northgate member of staff working on the call is available from here. Note: The ability to attach an object to a call is also available via the Home Page on calls that are listed under the Your Incidents section. By clicking on the arrow next to the call, this will open up the call details window and the ability to attach an object is an available option from there. Objects are documents, screen shots and other general files which may help the support team to investigate your issue. Note: The Send Pager option whilst appearing on the attach and object screens is not current functionality and performs no purpose. Version 0.1 Model Office Page 14 of 15

2.8 Closing a Call Customers are able to close calls that are open on the system, directly through the customer portal. This option is available from either viewing the details of an open call from the Home Page (section 2.2) or by searching for open calls as in section 2.5. When viewing the details of an open call a close call button is visible at the top of the page: To Close the call click on the close call button. This will load a new section of the page asking you to select the reason for closing the call: Select an option from the drop down list and then click on confirm closure. If the system criteria has been met for closing the call a message will display stating the call has been successfully closed. If criteria has not been met then a message will display asking you to contact the service desk. NOTE: The ability to close a call is based on defined security policies within the system. Customers without the necessary security roles will not be presented with the call closure option. In addition if the call has already been closed then the closure button will also not appear. 3 Further Information For further information in the use of the customer portal please contact cscsupportanddevelopment@northgate-is.com. Version 0.1 Model Office Page 15 of 15