Job Management System Client Portal User Guide Your productivity is our priority
Contents 1 System Requirements 2 2 Login 2 3 Home Page 3 4 Request Job 5 5 Job List 7 6 Ticket List 7 7 Company Details 8 8 Accounts 9 6 Users 10 Email: support@computercare.co.nz Phone: 0800 600 606
1. System Requirements The Servin JMS Client Portal has been tested and approved for use in the following browsers: Microsoft Internet Explorer v. 8, 9, 10, 11 Mozilla Firefox 3.6+ The Servin JMS Client Portal uses PDF formatted documents where printing is necessary; you will need the latest version of Adobe Acrobat Reader installed to make use of these features. You can download and install this application from http://get.adobe.com/reader/. You will need a valid email address to receive system notifications. 2. Login Your user name is generally setup as your email address but can be adjusted if required. If you are unsure please contact your Client Portal Manager for assistance in the first instance. If you forget your password, your Client Portal Manager (e.g. Your Companies Internal IT Contact) can reset it for you. If you are a Client Portal Manager and have forgotten your password, please contact the ComputerCare Service Desk on 0800 600 606 (option 2) and they can reset it for you. To Login to the Servin Client Portal go to the URL http://jms.computercare.co.nz You will be prompted for your user name and password to enter the site. 2
3 Home Page The first screen you will see upon logging in successfully is the Home page. This will display all relevant jobs and job requests for your user type, including: Four Tabs with the following Information: Pending Jobs (Jobs awaiting approval) Open Jobs AMA Jobs (Active Maintenance Agreement) Closed Jobs Job Summary Information Displayed Total jobs awaiting approval (by your Client Portal manager) Total jobs awaiting activation (by the ComputerCare Service Desk) Total number of active jobs in system Total jobs recently closed (last week) You can always return to this page by clicking the Home Page link (at the top of the menu). If you administer more than one company, a drop down selection box will appear at the top of the page to allow you to choose which companies job information you wish to view. Clicking either the Job Number or Job Title will take you to the View Job screen where you can view the job information and progress notes. 3
Pending Jobs When viewing a Pending job request you have raised, the Internet Browsers Previous page button will return you to whichever page you were previously viewing. The Delete This Request will delete the request and return you to the Home Page. For Manager/Delegate users you also have an additional button of Approve This Request. Approved Users/Users can request jobs for you to approve. The Approval button will approve this request and an email will automatically be generated and sent to ComputerCare Service Desk to advise there is a job request to be actioned. In either of these instances, you can enter additional comments. The status of the Pending Job will show the Status. View Open Jobs When viewing a job the Internet Browsers Previous page button will return you to whichever page you were previously viewing. The Email Support about this Job at the top of the page will take you to a new screen where you can send an email to ComputerCare Service Desk or Internal IT staff for any reason. Once sent you will be returned to the Job View and you will see the message you ve just sent in the Job Notes Log. Job Notes - This is a record of additional information relating to the job. Work Log - This is a record of actual labour assigned to the job. AMA Jobs Current AMA Jobs logged as per your SLA agreement. Closed Jobs If the job has been closed and invoiced, you will be able to click on the Invoice Number to view the invoice for this job (in PDF format). (Manager Only) 4
4. Request Job From this page you can request new jobs. Compulsory fields are marked with an * If you administrate more than one company a drop down selection box will appear at the top of the page to allow you to choose which company you wish to request a job for. Depending on your access, a notification email will either be sent to your Client Portal manager to approve the job request, or sent to the ComputerCare Service Desk to action it. If you are a Client Portal User your job requests will stay in Pending Jobs until your Manager approves it. Once approved the ComputerCare Service Desk will receive an email of the Job Request and the status will show as Awaiting Activation. Once the ComputerCare Service Desk has activated the job it will move to Open Jobs where you can view all notes and information. 5
Assign Job To: ComputerCare select this option to log a job with Computercare (see 3 View Open Jobs). The ComputerCare Service Desk will receive an email with your requirements. Internal IT Select this if you want to log an Internal Job for attention by someone in your own Company. This will not come through to ComputerCare. Unknown this is a holding/pending queue to be used for situations like (a) waiting for authorisation to log a job with ComputerCare, (b) unsure if you will deal with issue internally or log a job with ComputerCare. Job Priority: Critical within 30 minutes plus travel (must be called through on 0800 600 606, not available via client portal) High - within 8 working hours plus travel Scheduled Medium/Low - Within 30 mins of booked onsite time Please Note: These time responses are applicable ONLY if you have a Priority Care or Complete Care Agreement with us. If you have a Foundation/Basic Care agreement or no agreement (SLA) with ComputerCare there may be the option of an urgent response fee if the next available technician time is not suitable for you. 6
5. Job List All Jobs Internal/External to ComputerCare Displays tabs for Pending jobs, Open jobs, AMA (Active Maintenance Agreement) jobs and Closed Jobs essentially replicating the Home Screen. Clicking the Job Number or Job Title will open that job for viewing (see 3 View Open Jobs). This data can be sorted in ascending or descending order by clicking on the various column headings. However, not all headings can be used to sort the data. 6. Ticket List Jobs that are completed by the ComputerCare Service Desk Service Desk Displays all Service Desk tickets on record for customer. This data can be sorted in ascending or descending order by clicking on the various column headings. 7
7. Company Details This page displays all customer and transactional information available to the user, including: Customer Details Displays the current details on record for the customer as well as account management and status information. You can request a change to this information from this screen by using the Change of Details section (instructions are on the page). Please ensure you note what changes you have made within this text box so that changes are highlighted to the service desk. E.G: Primary Name and E-mail details have been changed. AMA Schedule Active Maintenance Agreement Displays the customer s current AMA Schedule from their SLA Agreement. This is a schedule of tasks performed as part of your Agreement if you have one. (SLA- Service Level Agreement) 8
8. Accounts Current Balance (Manager Only) Displays a summary of the customer s transactions since the latest statement. Clicking the Statement Date opens the statement in PDF (Adobe Acrobat) format. Clicking the Invoice Number/Date opens the invoice in PDF (Adobe Acrobat) format. Clicking the Payment ID/Date will open that payment for viewing and will display any invoices it has been allocated to; from there you can click the Invoice Number to view in PDF format. Invoices (Manager Only) Displays a list of all the customer s invoices. Clicking the Invoice Number or Description opens the invoice in PDF (Adobe Acrobat) format. Clicking the Job Number will open that job for viewing (see 3 View Open Jobs). This data can be sorted in ascending or descending order by clicking on the various column headings. However, not all headings can be used to sort the data. Payments (Manager Only) Displays a list of all the customer s payments and allows viewing of allocations between payments and invoices (credits and debits). Clicking the Payment ID will open that payment for viewing and will display any invoices it has been allocated to. From there you can click the Invoice Number to view in PDF format. This data can be sorted in ascending or descending order by clicking on the various column headings. Statements (Manager Only) Displays a list of all the customer s statements. Clicking the Statement Number or Period Date opens the statement in PDF (Adobe Acrobat) format. This data can be sorted in ascending or descending order by clicking on the various column headings. However, not all headings can be used to sort the data. 9
6 Users Add User (Manager Only) This is where you may add a new user. Compulsory fields are marked with an * Note: The Add button remains disabled until all compulsory fields are completed satisfactorily. Edit User (Manager Only) This is where you may edit your own user details and password. Compulsory fields are marked with an * Note: The Save and Change Password buttons remain disabled until all compulsory fields are completed satisfactorily. User Types and Access Levels are listed on page 10. User List (Manager Only) If you administrate more than one company a drop down selection box will appear at the top of the page to allow you to choose which companies users you wish view. Clicking the user s name will open the Edit User screen for that user. You may archive users from here if you have sufficient access to do so via the check boxes in the far right column. If you archive a user by mistake, please contact the ComputerCare Service Desk to reverse this. 10
User Types There are four user types in the Client Portal. The system functionality available to the user is dependent on their user type. They are: Manager This is the highest access level. This user can; Request jobs directly (no approval required). Approve other user s job requests. View all jobs and job requests. View financial information. View and request changes to customer information. Add, edit and archive all users. Approved User This user can; Request jobs directly (no approval required). View currently active jobs and job requests. View customer information but not request changes to that information Delegate This user can; Request jobs directly (no approval required). Approve other user s job requests. View currently active jobs and job requests. View and request changes to customer information. User This is the most basic user type and can; Request jobs (subject to approval). View only their own jobs and job requests. View customer information, but not request changes to that information. 11 Email: support@computercare.co.nz Phone: 0800 600 606
Stopbank Software Limited 2014 All rights reserved. No part of this document may be copied or reproduced in any form without prior written consent of Stopbank Software Limited. The information in this document is subject to change without notice and should not be construed as a commitment by Stopbank Software Limited. Stopbank Software Limited has taken great effort to verify the accuracy of this document but assumes no responsibility for any technical inaccuracies or typographical errors. Manawatu 40 King Street Palmerston North Wanganui 15 Purnell Street Wanganui Hawkes Bay 25 Bower Street Napier 0800 600 606 WWW.COMPUTERCARE.CO.NZ