Unisys Support Portal · 2020-07-06 · •Unisys Support Portal is a new cloud-based support tool built upon industry-leading •Goal: Enable all End Users (Unisys Clients and Unisys

Unisys Support Portal

Training for End Users

Unisys Global Training Team 6 July 2020

2© 2020 Unisys Corporation. All rights reserved. |

Agenda

• What is Unisys Support Portal?

• Access to Unisys Support Portal

• Self-Registration – Clients Only

• Basic Navigation in Unisys Support Portal

• Password Reset

• Create Incidents

• Manage Incidents

• Facing Issues? – Contact Us


Objectives

By the end of this training participants should be able to...

• Access Unisys Support Portal.

• Self-register.

• Understand basic navigation in Unisys Support Portal.

• Create Incidents by any of these 3 different methods:

• Search Service Location by Company.

• Search Service Location by Location Identifier.

• Search Service Location by Configuration Item.

• Know where to obtain support if facing issues with Portal.


What is Unisys Support Portal?

• Unisys Support Portal is a new cloud-based support tool built

upon industry-leading

• Goal: Enable all End Users (Unisys Clients and Unisys

Associates) to electronically submit support requests

(Incidents) found with Unisys products.

• How to create, view and manage Incidents.

• Unisys Support Portal is the replacement for Unisys eService

Portal.


Access to Unisys Support PortalUnisys Associates

• https://unisysmtfs.service-now.com

⁃ Authenticated via their Unisys domain User ID / Password.

https://unisysmtfs.service-now.com/


Access to Unisys Support PortalUnisys Clients

• Clients login via Single Sign-On

interface powered by OKTA.

• https://login.unisyssupport.unisys.com

Facing login issues?

Clear your web browser’s cache and cookies and

sign in to a new browser. If issue cannot be

resolved, contact [email protected]

Enter Username.

Enter Password.

Click Sign In.

Select

Unisys Support Portal.

1.

2.

https://login.unisyssupport.unisys.com/


Client Self-Registration

• Goal: Enable new user registration for users when their record

is not available. Using this functionality users can register

without calling SD by providing basic required information.

• For any unregistered user the Login page has a Register link.

• Self-registration goes through an approval process → user will

be notified about approval / rejection.

Click Register.



• Users are asked to provide following information:



Click Activate Account

to verify email address

and activate account.


Unisys Support Portal Capabilities

• Can Create and View Incidents for themselves or others

within companies user has access to.

• Can Create or Review reports.

Welcome Screen and Basic NavigationUnisys Support Portal


Home Page for End Users - Widgets

Home navigates back

to Home screen.

Self Help links for:

NavigationHelp

Knowledge

Hover mouse over

name to display options:

Profile

Logout

Note that widgets and links in the Home Page are ’role-based’

functionalities of the Portal and vary based on signed in user’s role(s).

End users may see widgets for both Work Orders and Incidents.


ProfileClick to view

Profile.

Click to Upload

Picture.

Click to add Bio.

Logged in user’s

email address and

phone number.

Section shows

organization / team

of signed in user.

Select drop-down

to set Time Zone.Select drop-down for

Language settings.


Home Page for End Users - Widgets

Home navigates back

to Home screen.


NavigationHelp

Knowledge

Hover mouse over


Profile

Logout

My Dashboard shows all open

(non-resolved) Incidents opened

by or assigned to logged in user.


’My Incidents’ widget ’My Incidents’ list view

My Dashboard – My Incidents

By clicking on the number of

My Incidents, user can view all

incidents for the company/ies

they have access to.

To display list of Incidents

in a certain state, choose

appropriate status.


My Dashboard – Pulling Reports

1. Go to My Dashboard.

2. Click the number of My Incidents.

3. Click to display options of export.

4. Choose method of export.

Click to choose

method of export.


Home Page for End Users – Widgets

Home navigates back

to Home screen.


NavigationHelp

Knowledge

Hover mouse over


Profile

Logout




Displays

Alerts, Outages &

Announcements.

List of existing Incidents

based on logged in

user’s domain visibility.

Click to perform ticket

search by ticket number.


Ticket Search – My Incidents

• The three most recent Incidents created

by signed in user will be displayed

under My Incidents (newest Incident at

the top).

• Ticket search can be performed by

using the search field.

• If user has more than three Incidents

then a count and the View all option

appear at the bottom of the list.

Perform ticket search

by ticket number in

list of Incidents.

Count shows number

of Incidents created

by logged in user.

Click to view all

Incidents (list view).


Ticket Search – List View

Incident number.Company. Location /

Business Name.

Product.

Priority.

Customer Reference.

State.

SR Number. Last updated. Short Description.


Home Page for End Users – Widgets

Home navigates back

to Home screen.


NavigationHelp

Knowledge

Hover mouse over


Profile

Logout




Displays

Alerts, Outages &

Announcements.List of existing Incidents

based on logged in

user’s domain visibility.

Click to perform ticket

search by ticket number.

Click to create

new Incident.

Create Incident



Requestor Information

Requestor Information

(Name, Email Address and

Phone Number) prepopulated.


Search Service Location

• Search service location by choosing one of the following:

1. Company

2. Location Identifier

3. Configuration Item

Select drop-down to choose

Company or Location Identifier

or Configuration Item.

Create Incident

Search Service Location by Company



Select or switch Company

or customer ID by typing

using ”typeahead search”

built into the fields.

In case of multiple companies in

the domain, user has the choice

of additional companies.

Choose Company by

selecting drop-down.



Customer ID

prepopulated.

Company prepopulated based

on registered user profile.


Service Location Information – Customer Address

Choose Type of Location.

Select Customer Address

to choose location from

ServiceNow database.

Select

Location.

Once Location selected, other data

populates automatically (IA Number,

Street Address, City,

State/Province, Country, Zip Code).


• Before choosing Special Address, Customer Address

needs to be selected.

• If not selecting Customer Address before choosing Special

Address, pop-up message displays:

Service Location Information – Special Address

Click on OK to return

to previous screen with

Customer Address as

type of location.


1.Select Customer Address.

2.Choose location.

Note: Choosing location populates

location information automatically.



3. Change location type to Special Address.

Note: By selecting Special Address previously prepopulated location information

can be edited if needed.


Business Name is an optional free

text field to provide location name.


Product Information

Note: Product Information fields vary based on Type of Service

Requested (Hardware/Software) selected.

Select Type of Service Requested

(Hardware / Software).


Product Information – Hardware

Choose Hardware Request.

Provide Manufacturer Name.

Provide Asset Tag.Provide Serial Number.

Select drop-down to

choose Product.

Select drop-down to

choose Host Processor.

Select Priority.

1 – Emergency

2 – Down

3 – Problem

4 – Information


Product Information – Software

Choose Software Request.

Select drop-down to

choose Product.

Select drop-down to

choose Host Processor.

Select Priority.

1 – Emergency

2 – Down

3 – Problem

4 – Information


Contact Information

Logged in user’s name prepopulated.

Enter Affected User’s name if

requesting on behalf of someone else.

Logged in user’s phone number prepopulated.

Enter Affected User’s phone number if


Logged in user’s email address prepopulated.

Enter Affected User’s email address if


Name the alternate

contact is an optional

available field.


Short and Detailed Description

• If user exceeds character limit, message will be displayed:

Tool Tip

If user still needs to provide additional information (after reaching limit), they

can return to Home Page, find incident in My Incidents and add notes from

incident detail screen.

Add Short Description here!

Short Description limited to 60 characters.

Add Detailed Description here!

Character limitation is 9000.


Submit Incident

Click to submit

Incident.

Section shows which fields are required

to create and submit Incident.

Fields with red * require completion

before clicking Submit.


Submit Incident

• After submitting new Incident, Incident number will be

displayed at top left of screen in a pop-up box for few

seconds or until user moves cursor focus away from the pop-

up “Incident Created” message.

Click to view newly

created Incident.

Ticket number displays.

Create Incident

Search Service Location by Location

Identifier


Search Service Location by Location IdentifierSelect drop-down to choose

Location identifier.

Choose Country.

Choose required Location.

Choose Type of Location

depending on location’s availability

in ServiceNow database.

Select Customer Address

to choose location from

ServiceNow database.

Select Special Address when service

location is not available in ServiceNow

database or manual editing needed.


Search Service Location by Location Identifier

Tool Tip

User can search for Customer Address and change option to Special Address.

This feature retains address information previously selected, however, allows

user to edit.


• After choosing Type of Location (Customer Address /

Special Address), provide following information as described

earlier:

⁃ Product Information

⁃ Contact Information

⁃ Short Description

⁃ Detailed Description

Search Service Location by Location Identifier

Click to submit Incident.

Create Incident

Search Service Location by Configuration

Item


Search Service Location by Configuration Item

Select drop-down to choose

Configuration Item.

Choose a Country is an optional

field to limit Configuration Items list.

Configuration Item is searchable through

Serial Number or Asset Tag or Name.

Note: By not selecting any country, the drop-down list provides all Configuration Items

belonging to all companies that are available in the particular domain.



Choosing the required Configuration Item,

Company, Customer ID and other

Company Information will be populated.

By choosing the required Configuration Item,

Type of Service Requested will be preset.

Choosing the required Configuration Item

gives details of the Configuration Item.


• After choosing Type of Location (Customer Address /

Special Address), provide following information as described

earlier:

⁃Missing fields of Product Information

⁃ Contact Information (if amendment needed)

⁃ Short Description

⁃ Detailed Description


Click to submit Incident.

View Incidents



View and Manage Incidents – My Incidents

Click to view all Incidents.

To view incident details, click on

Incident number from the list view.

... or from widget.


View and Manage Incidents

On right-hand side of

screen review incident

details.

Add notes here!

Click to create a new incident!


Facing Issues? – Contact Us

Facing issues with

Portal you cannot

solve, click for support.


Summary

By now participants should be able to...

• Access Unisys Support Portal.

• Self-register.

• Understand basic navigation in Unisys Support Portal.

• Create Incidents via any of these 3 methods:

• Search Service Location by Company.

• Search Service Location by Location Identifier.

• Search Service Location by Configuration Item.

• Know where to get support if facing issues with Portal.

Thank You

Documents

Unisys Support Portal · 2020-07-06 · •Unisys Support Portal is a new cloud-based support tool built upon industry-leading •Goal: Enable all End Users (Unisys Clients and Unisys