Customer Support Portal

Contents Introduction... 3 Browser Support... 3 Enabling Access to the Portal... 4 Logging In... 5 The Ticket List View... 6 Creating a New Ticket... 7 Viewing & Editing the Details of an Existing Ticket... 8 Adding Information to a Ticket... 9 Adding and Editing Attachments... 10 Lookup... 10 Product Groups... 11 Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 2

Introduction As part of our ongoing effort to improve our customers support experience, Forward Advantage developed the Customer Portal to provide customers with a convenient, web-based method of entering and tracking tickets. The Customer Portal is not designed to replace interaction with our support engineers and representatives. We encourage our customers to continue contacting us by phone and email as well as the new Portal. This Guide is intended to be a brief tour of the Customer Portal, including instructions for basic tasks performed in the portal. Should you have questions not covered by this Guide, please contact the appropriate support team listed at http://www.forwardadvantage.com/support. Browser Support The Forward Advantage Customer Portal supports Internet Explorer version 7 & higher. While it may function in other browsers, unexpected behavior may be observed. NOTE: In some versions of Internet Explorer, you may need to enable Compatibility Mode for the portal to display properly. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 3

Enabling Access to the Portal The Portal does not currently support self-registration. Please contact Forward Advantage support at the appropriate number below to create a user name and password for the Portal. Call 1 (800) 636-7927 for the following products/services: Communication Director (Report Distribution) Data Express BedStat SmartAlert Call 1 (866) 636-9310 for the following products/services: Imprivata o OneSign (Single Sign-On & Advanced Authentication) o Cortext o Confirm ID VMware View (Virtual Desktops) Patient Secure UniPrint Nutanix Call 1 (781) 519-1933 for the following products/services: Document Imaging & Scanning Conversion (DISC) FA Connections Engine (FACE) Rhapsody Find-It Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 4

Logging In Once you have received a user name and password, simply open a browser window and go to https://support.forwardadvantage.com. You will be presented with the login screen below. Item Trouble Logging In? Description Click on this link to be directed to the Forward Advantage support page. Forgot your password? Remember me next time. If you have forgotten your password, clicking on the link will display a password hint. If this hint does not help you remember your password, please contact Forward Advantage support to reset your password. This checkbox will ensure that your user name and password are automatically populated the next time you log in to the Portal, unless your browser clears its cache. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 5

The Ticket List View After you log in, you are presented with the Ticket List view, which by default displays all open tickets for your company. There are also tabs for All Tickets and Closed Tickets, as well as a Lookup button. Lookups will be discussed later in this Guide. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 6

Creating a New Ticket Select Add Ticket from the toolbar below the Welcome banner: The Add Portal Ticket window appears. In this window, enter basic information about the ticket. Once finished, click Submit and the ticket detail window will appear for you to add more detailed information. See the next section titled Viewing and editing the details of an existing ticket for the next steps. Item Contact Information Add Portal Ticket Product Group: Subject: Urgency: Description: Description Details regarding your user name and company. Displays the basic information regarding the current issue: Selected by the customer. Allows Forward Advantage support to ensure that the ticket is worked on by the appropriate team. This is a required field and a ticket cannot be submitted without selecting an item from the list. See the Product Groups section in this Guide for more information. Brief statement of the problem. The ticket urgency (entered by Forward Advantage support). Use this field to describe the issue in detail. When you submit a new ticket, you will receive a confirmation email with the ticket number. Please retain this email for future reference, and indicate the ticket number in any phone or email correspondence with Forward Advantage support. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 7

Viewing & Editing the Details of an Existing Ticket Clicking on any of the Ticket IDs in the first column of the Ticket List view will take you to the detail of that ticket. This window also opens when you click Submit on a new ticket. Item Contact Information Main Ticket Area Area/Category/Issue: Subject: Urgency: Date Created: Product Group: Description Details regarding your user name and account. Displays details of the ticket: The specific product and area of the issue (entered by Forward Advantage support). Brief statement of the problem. The ticket urgency (entered by Forward Advantage support). The date the ticket was received by support. Selected by the customer. Allows Forward Advantage support to ensure that the ticket is worked on by the appropriate team. See the Product Groups section in this Guide for more information. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 8

Item Description Status: Close Ticket: Update Ticket: Description: Resolution: Either Open, Waiting on Client, or Closed. You can change a Waiting on Client ticket to Open, and close any Waiting on Client or Open tickets, but you cannot reopen a Closed ticket. You must contact Forward Advantage support in order to reopen a closed ticket. Closes ticket (see above cannot reopen ticket) Only available when the ticket Status is Waiting on Client, and allows you to change the Status back to open. Use this field to describe the issue in detail For closed tickets, this will display the steps required to resolve the ticket (entered by Forward Advantage support). Comments Use this field to provide any additional notes on the ticket. Attachments Submit button: You must click this button in order to save the comment to the list below. If the comment is not submitted, it will be lost. Add, edit, and view attachments from here (see Attachments section in this Guide). Adding Information to a Ticket There are several ways to add information to a ticket: Area Description: Comments Attachments: Description Used for a detailed explanation of the issue as well as any updates during the life of the ticket. Additional area to provide information on the current issue. Supporting files related to the ticket: log files, screen captures, etc. The following section in this Guide discusses attachments in detail. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 9

Adding and Editing Attachments The Attachments section allows you to add supporting documentation to the ticket, view existing attachments, and edit the description of an attachment. Launches the Attach File dialog. Browse to the file you want to attach, and add a description. Files must be added one at a time. NOTE: Maximum file size is 12MB. For larger files, contact Forward Advantage support for alternate upload method. Launches the Attach URL dialog. Type or paste the link in the URL: text box, and add a description. When an existing attachment is selected, allows you to edit the description or replace the existing file in the attachment. Deletes the selected attachment Lookup The Lookup area allows you to set up a search for specific criteria. The most common search is a lookup by Ticket ID, but if your site is using more than one Forward Advantage product, you may want to search on the Area field. Multiple criteria can be used by clicking on the button. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 10

Product Groups The Product Group field is required to submit a new ticket. This provides you with a simple way to define the product for which you are experiencing the issue, as well as a quick way for Forward Advantage support to identify which support team will be working on the ticket. The full list is displayed below; you will need to scroll down to see the end of the list. If you do not know the name of the product with which you are working, select Don t Know and be as detailed as possible when filling out the Description of the problem. Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 11

Forward Advantage, Inc. 7255 N. First Street, Suite 106, Fresno, CA 93720 1-877.636.7927 info@forwardadvantage.com www.forwardadvantage.com Copyright 2014 Forward Advantage, Inc. All rights reserved. Rev20150113 12