Unisys Support Portal · 2020-07-06 · •Unisys Support Portal is a new cloud-based support tool...
Transcript of Unisys Support Portal · 2020-07-06 · •Unisys Support Portal is a new cloud-based support tool...
Unisys Support Portal
Training for End Users
Unisys Global Training Team 6 July 2020
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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
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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.
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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.
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Access to Unisys Support PortalUnisys Associates
• https://unisysmtfs.service-now.com
⁃ Authenticated via their Unisys domain User ID / Password.
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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.
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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.
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Client Self-Registration
• Users are asked to provide following information:
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Client Self-Registration
Click Activate Account
to verify email address
and activate account.
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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
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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.
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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.
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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
My Dashboard shows all open
(non-resolved) Incidents opened
by or assigned to logged in user.
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’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.
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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.
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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
My Dashboard shows all open
(non-resolved) Incidents opened
by or assigned to logged in user.
Displays
Alerts, Outages &
Announcements.
List of existing Incidents
based on logged in
user’s domain visibility.
Click to perform ticket
search by ticket number.
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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).
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Ticket Search – List View
Incident number.Company. Location /
Business Name.
Product.
Priority.
Customer Reference.
State.
SR Number. Last updated. Short Description.
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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
My Dashboard shows all open
(non-resolved) Incidents opened
by or assigned to logged in user.
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
Unisys Support Portal
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Requestor Information
Requestor Information
(Name, Email Address and
Phone Number) prepopulated.
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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
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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.
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Search Service Location by Company
Customer ID
prepopulated.
Company prepopulated based
on registered user profile.
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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).
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• 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.
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1.Select Customer Address.
2.Choose location.
Note: Choosing location populates
location information automatically.
Service Location Information – Special Address
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3. Change location type to Special Address.
Note: By selecting Special Address previously prepopulated location information
can be edited if needed.
Service Location Information – Special Address
Business Name is an optional free
text field to provide location name.
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Product Information
Note: Product Information fields vary based on Type of Service
Requested (Hardware/Software) selected.
Select Type of Service Requested
(Hardware / Software).
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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
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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
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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
requesting on behalf of someone else.
Logged in user’s email address prepopulated.
Enter Affected User’s email address if
requesting on behalf of someone else.
Name the alternate
contact is an optional
available field.
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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.
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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.
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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
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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.
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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.
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• 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
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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.
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Search Service Location by Configuration Item
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.
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• 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
Search Service Location by Configuration Item
Click to submit Incident.
View Incidents
Unisys Support Portal
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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.
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View and Manage Incidents
On right-hand side of
screen review incident
details.
Add notes here!
Click to create a new incident!
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Facing Issues? – Contact Us
Facing issues with
Portal you cannot
solve, click for support.
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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