Customer Service Portal Initial Information Screen shots and initial help. Ver. 1.1 08.06.2015
Notes: Copyright 2015 QuantityWare GmbH. All rights reserved. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Microsoft, Windows, SQL-Server, Powerpoint and Outlook are registered trademarks of Microsoft Corporation. These materials and the information therein are subject to change without notice. These materials are provided by the company QuantityWare GmbH for informational purposes only. There is no implied representation or warranty of any kind, and QuantityWare GmbH shall not be liable for errors or omissions with respect to the materials provided. The only warranties for the products and services of QuantityWare GmbH are those set forth in the express warranty statements accompanying such products and services, if any. No statement within this document should be construed as constituting an additional warranty. Version comments: 1.0 Initial Release 1.1 Added Administrator role description Service Portal Documentation 2-25
Contents CUSTOMER SERVICE PORTAL... 1 INITIAL INFORMATION... 1 Notes:... 2 Contents... 3 Introduction:... 5 Aims... 5 What do I need to do as a customer?... 5 Log In Screen... 6 Portal Home Screen:... 8 Navigation:... 8 Alerts:... 10 Roles (Permissions):... 11 First steps:... 12 ONE: My Account My Profile... 12 TWO: Customer Profile Customer Profile... 13 THREE: DataLounge Packages... 14 FOUR: Support Centre Ticket List... 15 FIVE: Support Centre New Ticket... 18 Service Portal Documentation 3-25
Role Specific functionality:... 21 Contacts Manager... 21 Closing Comment:... 24 Appendix 1... 25 Service Portal Documentation 4-25
Introduction: QuantityWare has released a new customer service channel in the form of a portal: https://service.quantityware.com Aims The new service portal has been conceived with the aims of: Replacing support@quantityware.com E-Mail with a secure ticketing solution Replacing the current DataLounge with an https protected DataLounge Providing QW Notes selection based on release level Helping customers and QuantityWare keep accurate record of contacts and systems Providing an on-line license key reference and request system Providing agreement and invoice reminders Automating the Test License Request Form for prospective customers Thus, with are generally streamlining and improving the accuracy, transparency and speed of information flow between our customers and QuantityWare. A second wave of functionality will be released in 2015, accompanied by future changes to our website. From the time of release onwards, service portal tickets will be the primary method of issue communication. The legacy address support@quantityware.com will be monitored for a limited time, but response is not guaranteed. If an e-mail issue is seen, it may be entered by a QW representative as a portal ticket. The only response to such an e-mail will be via the portal ticket. What do I need to do as a customer? Please ensure that the information concerning your organisations contacts and systems is accurate. In order to do this call the new portal address, and follow the First steps : Service Portal Documentation 5-25
Log In Screen The default view is Log In. Enter: Email Address (User) - is the e-mail address via which you have received the portal announcement mail and this document. Password If you have been sent an invitation to join the support portal, follow the link in your invitation mail you will then be asked to set your initial password. If for some reason you cannot follow the link or it has expired, from the screen above select the Forgot your password? link and follow the instructions. Service Portal Documentation 6-25
NOTE: Legacy DataLounge users are no longer valid. Additionally on this screen we provide customers with the ability to access: The main QuantityWare website Our cookie policy The QuantityWare Impressum (required by German Law with copyright rulings) For prospective customers, the Test License Request Form is now available online, allowing customers to enter their details directly into the portal and receive portal access upon ticket confirmation by QuantiyWare. User help. For the initial launch phase, some localised descriptive text is available. Detailed halp can bee access from any screen by using the Help link at the top-right and bottom-left of the screen Service Portal Documentation 7-25
Portal Home Screen: After entering your password, you will arrive at the Portal Home screen. Navigation: All portal functions can be reached via the menu bar or list from any portal screen (circled in orange, above). Available menus may be restricted by authorisations. Buttons (circled blue on the previous screenshot) will perform the specific action described. E.g. bring you to a specific screen / execute a specific function: Or Service Portal Documentation 8-25
Expanders (yellow or black) can be used to open and close screen sections: You must save or update changes made on a screen to have them registered into the system. If you do not do this, i.e. try to leave a page by using the browser back button, or swap to another screen by pressing a function-button, you will receive a warning message with the following theme. The appearance of this message will vary, depending on the locale and the browser being used. Example 1: Internet Explorer 11, English Example 2: Firefox 37.0.1, German The browser really means what it is saying! If you Leave this page you will lose any changes made since the last save or update. To protect data quality, changes to critical elements are submitted to QuantityWare (via an automatically generated ticket) who will confirm them before they are finally saved to the Database. Service Portal Documentation 9-25
Alerts: If any issues concerning license expiry or contract expiry are open, an alert bar will be displayed here, e.g.: Multiple alerts will be listed vertically. Alerts will also be displayed throughout all portal screens via a bar at the top of the screen with a colour key: Orange (warning) Red (serious potential productive impact) As described previously, clicking on the expander will display the full text e.g.: and the alert can be collapsed by pressing the pull-down arrow again. Service Portal Documentation 10-25
Roles (Permissions): Every portal user can be assigned one or more Roles within the portal. The Role defines the actions a user can perform and the information to which the user has access. Role restricted options are marked with an symbol The key functions and permissions of each role can be found in Appendix 1. Every contact registered on the portal is based upon the information provided in the Test License Request Form (TLRF), submitted by the customer. For existing customers who have manually completed a TLRF, QuantityWare has entered the contact data into the portal. Based upon this information, at least three contacts with specific roles have been defined for each customer. The Management role may request contact amendments or new contacts. This is a conscious design decision to support Division of Duties and ensure security, however for practical reasons the customer may wish to have the Cust. Admin. roll assigned to a trusted team member, allowing them to also request such user changes. Customers may define multiple users for one role and may assign multiple roles to one user. We welcome customers defining more contacts with specific roles helping us to streamline communications between our organisations. Service Portal Documentation 11-25
First steps: The QuantityWare service portal is very much like any other portal. If you feel familiar with such environments, go ahead and explore! Our suggested route is as follows: ONE: My Account My Profile My Portal Details Ensure that the information listed is correct. If not, correct and save! My Ticket Defaults Here you can set the general display parameters for your Support Centre - Ticket list display. My Customer Roles See the roles which you have been assigned and jump to a list of all contacts assigned to your organisations agreement. Role details can be found in Appendix 1 Service Portal Documentation 12-25
TWO: Customer Profile Customer Profile is an overview of your organisations status regarding systems and contact information for QuantityWare. Check that the details are correct in all sections. Customer Summary The current organisational address which QuantityWare holds for your organisation. Agreement Details Shows the current agreement (licensing and maintenance) status. Details modification is Role-specific and may only be changed via a Licenses: Extend / Upgrade, Agreement or General / Non- Software ticket to QuantityWare. Payment Schedule Displays the current agreed schedule. Software Level... is important! This value filters the download packages that you are given access to in the DataLounge area. This mechanism helps prevent the incorrect selection of QuantityWare Notes and therefore prevent possible system damage. Do not change these values without good reason! Only the Technical Role may change these values. Prospective customers have only one value - Test. Productive customers have their Productive value set to the Test Value at the time of license purchase. Usually both values will be identical, however Productive should be used for the productive landscape and Test can then be used by customers for future CSP or release upgrade tests i.e. setting to be higher than the Productive value. Service Portal Documentation 13-25
Systems Provides you with an overview of the currently maintained systems for your organisation. With the correct permission (Technical Role), Edit Systems will lead you to the Systems Manager area from which any changes will result in a special ticket being raised with QuantityWare to confirm the modification of System data. Contacts An overview of the currently maintained contacts for your organisation. If permitted (Management or Cust. Admin. Roles) Edit Contacts will lead you to the Contacts Manager area where changes may be made which will then be submitted to QuantityWare for confirmation. Expiry- and Payment- Reminders Display the number of days before an event at which reminder Emails will be sent and to whom they will be sent. Some intervals and the message recipients can be customised by your organisation with the appropriate Agreement Expiry Reminder and Payment Reminder permissions (see Appendix 1). THREE: DataLounge Packages This portal area replaces the legacy stand-alone QuantityWare DataLounge. There are View and Download authorisations available; only the Technical Role has the Download authorisation. Some customers have not been able to follow the guidance in QW Note 000029 regarding the validity of QW notes to specific releaselevels, thus we have introduced a releasedependent display. Ensure that your Software Level is maintained correctly in the Service Portal Documentation 14-25
Customer Profile and you will only be shown the relevant transports for that release level. The ability to set Test and Productive -levels allow organisations with their Productive system on e.g. CSP002, to set a Test -level to e.g. CSP003 and download the appropriate packages. There is a possibility to view all notes and packages we do not recommend that this option is used. Importing inappropriate packages to your system can result in the necessity to recover the entire system from the last backup before package application. All downloads from the portal are logged and users with View permissions can see the last person who has downloaded a specific file. Comment from QuantityWare: We would like to be able to provide our customers with SNOTEcompatible maintenance transports, however SAP do not allow partners to use this system. FOUR: Support Centre Ticket List A fundamental new feature for QuantityWare service offerings to its customers is the processing of all support messages via tickets. The use of an https-secured ticket system provides the following benefits: Information can be exchanged in a fundamentally secure manner Attachments may be sent securely between partners without email size limits Tickets are protocolled, bringing transparency and documentation to the handling of issues Tickets are stored in the portal system, allowing all customer representatives with the appropriate permissions to view all reported issues (restrictions are made concerning financial tickets) QuantityWare can provide a more efficient service The portal provides a platform for the offering of future services Service Portal Documentation 15-25
The following screen is displayed when calling the Ticket list for the first time: The example screen shown here is filled with test data your list will usually have at least one entry if you have filled out the online Test License Request Form (TLRF). Note the automatic refresh defined in your Profile values and that the person here has filtered the list based in Status ; additionally, you can sort columns as you wish. To view a ticket, simply click on any column of its line, but before doing that.... Expand the Filters and Settings options... Customise the display criteria as you wish. Tip: A useful setting can be to filter out Closed messages. Service Portal Documentation 16-25
Viewing a ticket Simply click on any text of a ticket entry and the ticket will be opened: Feel free to create a ticket to become familiar with the system, but please select a Low priority and always put the text TEST MESSGE: in the Subject line. Ticket History Shows the complete History. The last 3 actions are also shown in the Comment and Assign area to help with orientation. Delete For draft messages that have not been sent to QuantityWare, this completely deletes the message and all associated data. For messages which have been sent to QuantityWare, the ticket and all associated data are archived and removed from the general ticket list. Comment and Assign To help with orientation, the last 3 ticket actions are displayed here. You can enter text and re-assign messages even if you have sent them to QW i.e. pull back the message to add more detail even before QW Support has Service Portal Documentation 17-25
answered. Here you can also change the status of a message e.g. close it prematurely if you discover the solution yourself (but please document why you are closing the message just for the records and to help us identify if we need to clarify documentation, processes etc.). You can also change the message priority. FIVE: Support Centre New Ticket After selecting this menu, the following screen is displayed: Ticket Category Select the appropriate category these are restricted according to user role (see Appendix 1). A full list can be seen in the screen shot below. Actions Update the ticket saves the current version of the ticket an associated files to the portal database. Delete can be used to completely delete draft tickets Cancel returns you to the previous portal screen. If you have made any changes on the screen and have not pressed Update, you will also receive a browser-based message asking you to confirm leaving the screen and the resultant loss of data. After selecting the ticket type, the New Ticket detail screen will appear (see next page). Service Portal Documentation 18-25
Ticket Category You can still change between the various ticket types permitted by your assigned role(s). Ticket Detail The Subject Line automatically contains the ticket category please replace this with the true subject of your message (or TEST MESSAGE if you are experimenting with the system). For some ticket types you will find a hint text entered into the Details box (e.g. for the ticket type Calculation Error ) you can overwrite this. Attachments For some message types (e.g. Calculation Error ) you are required to supply an attachment. Priority Differing priorities may be selected, the default values and the maximum values are dependent upon the ticket type and the System they have been raised for. The priorities available are Low, Medium, High, Urgent and Critical, however only productive systems may be assigned Critical priority. Actions Update the ticket saves the current version of the ticket an associated files to the portal database, but does not send the ticket for processing. Service Portal Documentation 19-25
Submit sends the message to QuantityWare for processing. Delete can be used to completely delete draft tickets Cancel returns you to the previous portal screen. If you have made any changes on the screen and have not pressed Update, you will also receive a browser-based message asking you to confirm leaving the screen and the resultant loss of data. Message example After filling in an appropriate text and attaching any documents with screenshots or errors, return codes or import logs etc. Simply press the Update button if you wish to store you work and submit later, or press the Submit button. You will then see the confirmatory screen below, and receive an Email containing the ticket number, a direct link to the ticket, a header summary, and the last three steps of recent activity. Closing Tickets After a ticket has been resolved to you satisfaction, please remember to set the ticket Status to Closed and then press the Update button. If necessary, a closed ticket can be re-opened. TIP: The Closed status is helpful in keeping a ticket list short when used with the appropriate list-filter. Service Portal Documentation 20-25
Role Specific functionality: Contacts Manager Initially, only Management or Cust. Admin. Role contacts have the authorisation to access this area. For practical reasons, the user may wish to delegate (add) this role to a trusted team member. In the standard scenario, a customer has applied for a Test license and has three standard contacts entered in the portal. The single role of a contact can be changed by simply choosing an alternative role from the full-down next to the users name. The email address, phone or fax number and Job title can be changed by overtyping. Save any changes made by pressing the Request Changes button a ticket will automatically be raised with the QW team. A contact may also be deleted from the list by pressing the Delete button. The contact will remain greyed out on the screen with the possibility to Restore until Request Changes has been pressed. Service Portal Documentation 21-25
If you wish to add a role to an existing contact, or add an additional contact, press the + Add Contact a new contact area will appear: Add a Role: If you wish to add a role to an existing contact, cut and paste their information into the new area and select the desired Role. Add a Contact: If you wish to add a new contact, enter the new contact s data and select the role. If you wish to assign multiple roles to a contact, add the user multiple times and select a different role for each instance of the contact. Once you have finished all changes, press the Request Changes button and the screen will change: Service Portal Documentation 22-25
You receive a confirmation that the change request ticket has been created, and a link to the ticket. The current and requested contacts can be viewed in two separate sections. Once the ticket has been processed, you will see the standard contacts view with a list of all contacts, including the latest additions at the bottom of the list. Service Portal Documentation 23-25
Closing Comment: This is the first release version of our new service portal. We have tried to create an easy-to-use interface with all necessary functions to support secure and effective communications between our organizations. If you have any suggestions as to how we can improve the portal, please send us a General Ticket with the subject Portal Comment. Service Portal Documentation 24-25
Appendix 1 This matrix shows which permissions are granted to which Role. If the agreement under which the users have been created loses validity, permissions may be restricted. Multiple Roles have been made available to support Division of Duties, however the customer may choose to assign multiple roles to single users via a Contact Maintenance ticket which may only be raised from a Manager or Cust. Admin. Role. Role: Permission: Application Agreement Financial Management Purchaser Security Techncial Cust. Admin. Contact Roles- Request Changes Contact roles: View Payment Schedule: View Agreement Expiry Reminders: Edit Agreement Expiry Reminders: Receive E-Mails Agreement Expiry Reminders: View Payment Reminders: Edit Payment Reminders: Receive E-Mails Payment Reminders: View CSP / Product Version: Edit CSP / Product Version: View Systems: Edit Systems: License View Systems: View Agreement: View Customer: View DataLounge: Download DataLounge: View Invoice: View Ticket - Agreement: Create/Edit Ticket - Contact Maintenance: Create / Edit Ticket - Calculation Error: Create/Edit Ticket - Development: Create/Edit Ticket - Financial: Create/Edit Ticket - General, Non-Specific: Create/Edit Ticket - License Extension / Creation: Create/Edit Ticket - Security: Create/Edit Ticket - Installation / Technical Basis: Create/Edit Ticket: Archive Ticket: Change Status Ticket: View Financial Tickets Service Portal Documentation 25-25