Client portal

user guide

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At Team Metalogic we're not your typical IT crowd. We take confusing tech

speak and translate it into plain old English. We also know what businesses

want; consistently excellent IT support that doesn't complicate things,

improves efficiency and saves money.

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Table of Contents

What Is the Client Access Portal? 4 Finding Your Way Around 4 Security Levels and What You Can See 4 Viewing Your Tickets 5 Viewing News Items 6 Viewing Reports 6 Managing Users 6 Accessing The Knowledgebase 6 Accessing Custom Links 6 Working with Tickets 7 What Is A Service Ticket? 7 Tracking Tickets 7 Working with A Ticket in The Client Access Portal 7 Submitting A Service Ticket 7 Finding A Ticket 9 Viewing A Ticket 9 Adding A Ticket Note 10 Adding an Attachment To A Ticket 11 Additional Help 12

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What is the

client access

portal?

The Team Metalogic Client Access Portal is a web site that you can use

to submit issues directly to us. Instead of picking up the phone, reporting

the issue, and wondering what the status is as the days’ progress, you can

use the Client Access Portal to enter a service ticket and it will go directly

into our Service Management database, where we track and schedule all

our service work. You will be able to go into the portal at any time to view

the progress (status changes, notes, etc) as we work on resolving the

ticket.

Finding your

way around

To access the Client Access Portal simply open your Internet browser and navigate to http://support.teammetalogic.com. You will need to login using the User Name and Password you received in your welcome e-mail. TIP: Once you are in the portal, you can change your password to one that is easy for you to remember.

Security

levels and

what you can

see

The tabs and features that appear in the Client Access Portal are controlled by your Security Level. For example, a user with the Manager Security Level will see the Reports tab (where he or she can view financial reports), but a user with the Basic Security Level will not.

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Viewing your

tickets

When you first login to the Client Access Portal your first stop is the Tickets area, where you can view, search for, and create tickets.

Finding Your Own Tickets The My Tickets page is your Client Access Portal landing page. All open tickets you submitted or are a contact or resource on appear on this page. You can see where we are with the issue, and view any notes or attachments we have added. You can also add your own notes and attachments to the tickets.

Finding Other Tickets You can search for other tickets using the pre-configured ticket filters on the Service Requests dropdown menu and sub-navigation bar:

Whether or not you see the Open Tickets selection is controlled by your Security Level. You can also search for tickets by keyword or ticket number using the Ticket Search option:

To search on other ticket information, perform an advanced search:

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Viewing news

items

Within the Client Access Portal, you will notice the Announcement headline in the shaded bar at the top of the page:

This contains information from us, such as system outage notices or other important information that we want you to know.

Viewing

reports

The Reports tab provides access to financial reports for your company. Whether or not you see this tab is controlled by your Security Level.

Managing

users

If you see the Manage tab, you are able to add and update Client Access Portal users:

Accessing the

knowledgebase

If you see the Knowledgebase tab, you have access to articles we have published in our company's Knowledgebase.

You can search the Knowledgebase using the Search Knowledgebase menu option:

Accessing

custom links

The CustomLinks tab provides a drop-down menu for helpful links that we have provided for you:

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Working with

tickets

When you have an issue to report to us, you can submit a "service ticket" through the Client Access Portal. The ticket will go directly into one of our IT management queues, where it can be immediately prioritised and assigned.

What is a

service ticket

A service ticket is the shared record of the issue you are having. A service ticket initially includes only the information you enter - a title, a description of the issue, the priority, answers to any follow-on questions, and your contact information. After we receive the ticket, assign it, and begin to work it, the ticket may also include additional information, such as the resource assigned, hours worked, and notes that have been added.

Tracking the

ticket

You can track the status of the ticket by logging in to the Client Access Portal, finding the ticket, and reviewing the notes and other information that have been recorded. You will be able to see the current status and, depending on how we have configured your portal, who has been assigned and the hours that have been worked.

Working with

a ticket in the

client access

portal

Take the following steps to work a ticket in the Client AccessPortal.

Creating a Ticket: When you find you have an issue to report to us, create a service ticket. This is a quick and easy process. You will complete a few fields, click Submit, and the issue goes directly to us.

Finding and Viewing Tickets: When you first enter the portal, you will find yourself in the Service Tickets module, where you can easily find tickets using a variety of search methods. By default, a list of open tickets that you have created appears.

Adding a Ticket Note: Ticket notes are used to track information, update the status of the associated entity and communicate with internal and external resources.

Adding an Attachment to a Ticket: You can attach a file to the ticket. This is a great way to add supporting documentation for the issue, such as a screenshot of an error message or a Word document.

Printing a Ticket: You can print one or more tickets from any page on which you are viewing tickets.

Exporting Ticket Data: You export ticket data from one or more tickets to Excel, CSV,or PDF.

Submitting a

service ticket

You can submit any request for service to us through the Client Access Portal using a service ticket. For instructions on creating and submitting a ticket, read on below.

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1. Click the Service Tickets tab and select New Service Ticket. The Service Request Ticket page opens:

2. Enter the following information:

Field Description Request Type

Select a Request Type for the issue. These are issue templates that we have setup to make it easy for you to report the issue and for us to gather the information we need from you up front. The Request Type will also determine which of our IT queues the issue will go to. This helps us assign the correct people, as quickly as possible, to resolve your issue.

Priority Select a priority for the issue. Options include the priorities we have set up in our Service Management database.

Title Type a title for your service ticket. Make this title as clear as

possible to communicate your issue. For example, "Printer Not Working", "Main Production Server Is Down," "Virus warning appearing on marketing desktops."

Description Type a description of the issue. Include as much detail as you can, including what the problem is, how to replicate the issue (if applicable), and any other important details.

Self-Help Only appears if our Knowledgebase is available for your company. Click the Self-Help button to access articles in the Knowledgebase that relate to the new Service Request you are creating and which might help you solve your issue.

Follow-On Questions

Answer any follow-on questions that appear. Not all Request Types will have questions. These are used to help us gather important information from you up front, so we can begin working on the issue as quickly as possible.

Additional Information

Any ticket User-Defined Fields (UDFs) that have been added and set to display in Client Access Portal will appear in this section.

Contact Information

Select a ticket contact, if it is someone other than yourself. This is the person that we will contact if we need additional information.

Field Description

3. Click Save when you are finished to submit the Service Ticket. The ticket will go into the assigned queue in our database, where it will be reviewed, assigned, and worked on.

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TIP: You can check the status of your ticket any time through the portal, using the My Tickets, Open Tickets, or Find Tickets search options.

Finding a

ticket

There are several ways to quickly narrow down the list of tickets to help you find the one you are looking for:

Click My Tickets to view a list of all open tickets that you created or are a contact for.

Click Open Tickets (appears for manager and administrator security levels only) to view a list of all open tickets for the account and any child accounts.

Click Recently Completed Tickets to view a list of tickets that were marked with a status of Complete within the last 7 days.

Click Ticket Search to search for a specific ticket by keyword or ticket number, or conduct an "Advanced Search" to search by Created By, Ticket Contact, Create Date, and/or Ticket Status.

Viewing

tickets

After you conduct a search and results are returned, you will see a two-paned interface that lets you easily scroll through the tickets:

Scrolling through the List Scroll through the list of tickets using the arrow buttons at the bottom of the ticket list.

Opening a Ticket Single-click a ticket in the list and the ticket appears on the right, where you can view the details, add notes and attachments, and print. OR Double click the ticket to open it in its own window. You can also view the details, add notes and attachments, and print in this view.

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Viewing/Printing/Exporting Multiple Tickets The Print/Export view lets you view the entire list of tickets currently displaying in the left pane. You can take the following actions on a ticket in the Client Access Portal:

Add ticket notes

Add ticket attachments

Print an individual ticket

View Knowledgebase articles related to the tickets

Adding a

ticket note

Ticket notes are used to track information, update the status, and communicate with internal and external resources and customers. All notes support email notification, which allows you to send the text of the note to selected individuals. Notes can also include attachments. All notes are time stamped.

1. Find the ticket to which you would like to add a note.

2. In the Ticket Preview pane, click Add Note (or alternately open a ticket in a separate window and click Add Note).

3. The Add Note window opens:

4. Type a Title for the note. Make sure it is a good, descriptive introduction to the information covered in the note.

5. In the Note box, type the contents of the note.

6. Select the Notify the resources on this ticket check box if you

would like the ticket resource(s) to receive an email notification that the note has been added.

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7. Click OK to add the note. Any resource on the ticket (at your

company or ours) will automatically be notified via email. If you selected the Notify the resources on this ticket option, that person will also be notified via email that the note was added. You can view the note in the ticket's Work History in the ticket's preview pane in the portal:

Adding an

attachment to

a ticket

A ticket attachment is any supporting documentation that you would like to add related to the issue, such as a screen shot of an error message or a Word document that provides background information. The file size for uploaded attachments is limited to 10 MB. Acceptable file formats include: BMP,CFG,CONF,CONFIG,CSV,DOC,DOCX,DTF,EFX,EPS,GIF,HTM,HTML,ICF,INI,JPEG,JPG,MDB,MP3,MP4,MPP,NPR,PDF,PNG,PPT,PPTX,RAR,RCF,RDP,RPT,RTF,SNP,SQL,SWF,TAR,TIF,TIFF,TXT,VSD,WAV,WPD,WRI, XLS,XLSX,XML, ZIP, EXP.

To Add an Attachment

1. Find the ticket to which you would like to add an attachment.

2. In the Ticket Preview pane, click Add Attachment (or alternately open a ticket in a separate window and click Add Attachment):

3. The Attachments window opens:

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4. Enter a title for the attachment.

5. Click Browse to find the file to attach or type the path to the file.

6. When the file path and name is in the File to Attach field, click Attach File.

7. If you have other attachments to add, repeat steps 4 and 5.

8. When you are finished adding attachments, click Close. The

attachment will appear on the ticket in our system. You can view the attachment in the ticket's Work History in the portal:

Additional

help

Should you encounter any difficulties in using the Client Access Portal or have any questions about using it, please contact our Support Desk on 0845 521 0618 and select Option 2. Alternatively, you can e-mail your request to support@metalogic.co.uk