VistaSG Help Desk Training Manual

Copyright 2010 VistaSG Software Inc. All rights reserved. You may not reproduce this material without the prior express written permission of VistaSG Software Inc. 500 W. Whitestone Blvd. Cedar Park, TX 78613. VistaSG Software Inc. and/or affiliates and its licensors retain all ownership rights to this product (including but not limited to software, software libraries, interfaces, source codes, documentation and training materials). This product's source code is a confidential trade secret. You may not decipher, decompile, develop, or otherwise reverse engineer this software. All brand names and product names used in this document are trade names, service marks, trademarks or registered trademarks of their respective owners. Contact Information Address: 500 W. Whitestone Boulevard Suite 200 Cedar Park, Texas 78613 Phone: 512.986.7650 866.369.2680 Fax: 512.986.7688 Website: http://www.vistasg.com

VistaSG Help Desk Support OVERVIEW: The online customer support Help Desk provides Clients with the ability to submit issues related to VistaSG products. VistaSG Help Desk is a password required, secure site for Clients to log, update, and track issues until issue resolution. VistaSG Help Desk Support Site http://clientweb.vistasg.com/ OBJECTIVES: This document will focus on the functions and capabilities found within the VistaSG Help Desk online support. EXPECTATIONS: This document is written as a reference guide for users of VistaSG Software Inc. products.

Table of Contents VistaSG Help Desk Support...1 VistaSG Log In Page... 1 VistaSG Help Desk Home Page... 2 Submit a New Issue... 3 Priority Assignment and Resolution Goals...4 Submitting a New Issue Form...4 Attaching Supporting Files...5 Email Verification...5 Search for Specific Words... 6 My Issues... 7 Updating an Issue...8

VistaSG Help Desk Support VistaSG Online Help Desk allows Clients multiple means to navigate the tracking, updating submitting, and searching of issues. VISTASG LOG IN PAGE Client Specific Secure Log In and Password Direct Email for Support Staff A How-To Guide on the Help Desk for new users VistaSG Software Inc. VistaSG Help Desk User Manual Page 1

VISTASG HELP DESK HOME PAGE Main Menu or Menu Bar options provides Users with dual ways to perform the following functions: 1. Submit a New Issue: Easy to utilize submission of new issues with email confirmation and file upload functionalities. 2. Search for Specific Words: Users can easily view past or recently added issues regardless of status with key word search capabilities. 3. My Issues: Users can easily check submitted issue(s) status and upload additional files Select either main menu or menu bar option to access. The following guide will follow the format specified above in discussing the varying features of the VistaSG Help Desk support site. VistaSG Software Inc. VistaSG Help Desk User Manual Page 2

SUBMIT A NEW ISSUE Users can simply use the New Issue button on the Menu Bar or the Submit a New Issue on the Main Menu to log a new issue. Easy to use forms and priority ratings are displayed for Users upon submitting a new issue. Once a User logs an issue, an automated email is sent to the User and the VistaSG Help Desk Support staff for resolution. At any time, Users can view status updates, make modifications, or close an issue. Users have multiple means to log a new issue. Easy to use forms and priority listings help the Users log a New Issue. VistaSG Software Inc. VistaSG Help Desk User Manual Page 3

Priority Assignment and Resolution Goals Priority identification and resolution goals provide Users with the ability to denote priority levels to submitted issues for quick identification and resolution by VistaSG Help Desk staff. Submitting a New Issue Form Users can easily submit new issues directly to the VistaSG Support Staff with automated notifications to internal staff. Optional supporting documentation can be attached for faster issue resolution VistaSG Software Inc. VistaSG Help Desk User Manual Page 4

Attaching Supporting Files Supporting documentation can be uploaded with immediate confirmation of file submission. Email Verification Upon submission of a new issues, Users are provided with email notification of issue submission. VistaSG Software Inc. VistaSG Help Desk User Manual Page 5

SEARCH FOR SPECIFIC WORDS Users can easily perform word/text search to locate a specific issue by clicking the Search button on the Menu Bar or by clicking Search for Specific Words on the Main Menu. Users have multiple options to search past issues. Varying search functionalities ensure quicker search and return capabilities. Issues that match search criteria are retrieved with ability to view specific issue. VistaSG Software Inc. VistaSG Help Desk User Manual Page 6

MY ISSUES Users can easily view all open, closed, and resolved issues by simply clicking My Issues on the Menu Bar or Main Menu Bar of the Help Desk site. Users have multiple options to view past issues. Issues can be sorted by issue status, submitted date, modified date, title, or ID. Drill down capabilities allow Users to open a specific issue directly from the My Issues report summary. In this example, the User has simply clicked on Issue #2626 entitled Error with Object Bar/bringing in images to view the specific issue information detailed below. VistaSG Software Inc. VistaSG Help Desk User Manual Page 7

By clicking on the specific issue, the User can identify the following information related to that issue: Contact Person Reporting Issue and Contact Information Priority Level Status Status and Progress Update Issue Solution Information Submittal, Modification, and Closed Date Updating an Issue Should the issue not be closed, Users can easily provide additional information, update the issue, close the issue, or upload additional files related to the issue. VistaSG Software Inc. VistaSG Help Desk User Manual Page 8