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Online Call Logging System Customer User Guide

Version 1.0

Infra Portal – Customer User Guide

Document control Change control table:

Version Description Release date Reason for change

1.0 Released version 13/07/2008 First Release

Prepared by:

Name Contact details

Owen Hadall [email protected]

Copyright © Northgate Information Solutions (UK) Limited 2008 This document is protected by copyright laws in England and other countries and must not be copied, stored in a retrieval system or transmitted in any form or by any means in whole or in part without the prior written permission of Northgate Information Solutions (UK) Limited.

Version 1.0 PUBLIC of 20

mailto:[email protected]


Table of Contents 1 Introduction................................................................... 4 1.1 Pre-requisites ............................................................................... 4 2 Accessing the call logging system......................................... 5 3 Navigating the call logging system........................................ 7 3.1 Menu system................................................................................. 7 3.2 Logout ........................................................................................ 8 3.3 Help ........................................................................................... 8 4 Logging a call ................................................................. 9 5 Updating calls................................................................12 5.1 Adding notes................................................................................12 5.2 Adding objects .............................................................................13 6 Reviewing call details ......................................................15 6.1 Reviewing call summaries ................................................................15 6.2 Reviewing a calls history .................................................................17 7 Closing calls ..................................................................18 8 Service catalog ..............................................................19



1 Introduction

Northgates online call logging system is a customer access point to InfraEnterprise, the call management system used by Northgate Public Services for the tracking of calls reported for its Public Services solutions. The system is available to our customers through an online portal, which can be accessed using Internet Explorer 24 hours a day, 365 days a year. Please note that whilst the portal is accessible 24 hours per day, 365 days per year, your maintenance contract may only have coverage for working hours. Please review your support and maintenance agreement or contact the Service Desk for confirmation of service availability for your organisation.

1.1 Pre-requisites

You will require a PC with an internet connection and Internet Explorer version 6 or above installed in order to access the call logging system. Please note that other internet browsers (such as Mozilla Firefox) may not be supported.



2 Accessing the call logging system

The call logging system is accessed through the Northgate Public Services Customer Portal. Access to the Customer Portal is security controlled, and requires a username and password. To access the Customer Portal, open Internet Explorer and browse to http://www.pscs.northgate-is.com. The Login page will be displayed:

If you don’t have a user account for the Customer Portal, contact the Service Desk to obtain one.

Please login in to the Customer Portal using the login and password provided to you by Northgate. If you do not have a username or password, follow the instructions on the login page to obtain one.


http://www.pscs.northgate-is.com/


Once logged in, the Customer Portal Home page is displayed:

To change your user details, click your user name which is displayed in the bar at the top right of the page, highlighted by the red box. You can change your:

Displayed name;

Password;

Contact details for your account.

We recommend that you change your password on your first login, as passwords are initially defined by Northgate and are not created to be complex or personal to the user. Once logged on the Customer Portal, the call logging system can be accessed from the Helpdesk Login module displayed on the right hand side of most pages. To open the call logging system, click the Call Logging System hyperlink within the Helpdesk Login module, highlighted by the green box shown on the screenshot above. When you click this link, a new Internet Explorer window is opened containing the call logging system Home page, as shown below:



3 Navigating the call logging system

3.1 Menu system

Infra is navigated using the menu system on the left hand side of the page, shown below:

The menu system has two distinct parts:

The upper section, displayed in orange, shows a summary of the details for your user including your organisation, email address, and the number of calls reported by your account;

The lower section, displayed in purple, shows the options available within the call logging system for your user. The table below describes the function of each option.

Option Function

Home Returns you to the call logging system home page.

Log an Incident Allows you to log a call. See Section 4 – Logging a call for further details.

Review Current/Past Incidents

Allows you to review calls logged by you, or others in your organisation, if this facility has been granted to your user account. See Section 6.1 – Reviewing calls for further details.

Add Note to Your Incident

Allows you to add notes to a call. See Section 5.1 – Adding Notes for further details.

Add Object to Your Incident

Allows you to add objects (files) to a call. See Section 5.2 – Adding Objects for further details.

Service Catalog Allows you to review the services available to your account. See Section 8 – Service Catalog for details.



3.2 Logout

The Logout option is displayed at the top right of every page. Please use the logout option at the end of each of your sessions on the call logging system. When you click log out, the Internet Explorer window will be closed and you will be returned to the Northgate Customer Portal.

3.3 Help

The Help option is displayed at the top right of every page. The call logging system contains a page of online help for each available function available. Use the Help to assist you with using the call logging system, and to gain useful hints and tips about how to enter data. Please note that:

not all the fields described in the online help will be available to you;

the online help is displayed in a new Internet Explorer window.



4 Logging a call

To log a new call, click the Log an Incident option from the menu on the left hand side of the page. This will present you with the following page:

Please note that all fields on this page highlighted with an asterisk (*) are mandatory. Complete the page as follows:

Field Description

Service (*) Select the service that you would like to log a call against. Please note that only services that your organisation is licensed only and those to which your user account has been granted access be displayed.

To assist our Service Delivery Teams in resolving your issue, please provide as much details as possible when logging a call.



Field Description

Call Type (*) Select an appropriate categorisation for your call from the popup menu system displayed. The categorisation is tiered to two levels. At the first level, select the reason for logging the call:

Select Incident to log any issue where there is a problem with the service delivered, i.e. ‘I have an issue with …’;

Select Advice for all queries about the service delivered or its operation, i.e. ‘How do I … ?’;

Select Service Request for any requests for additional assistance that are not related to issues with the service or advice and guidance, i.e. ‘Can Northgate perform the following action for me …’.

Select the appropriate option from the second tier of the categorisation. If you are not sure what to log your call as, please select Incident => General.

Priority (*) Select a priority for the call from the drop down list. The priorities listed will always be from P1 to P5, but the underlying Service Level will apply to those agreed in your support and maintenance contract.

Status (*) Place a tick in the appropriate box to indicate whether the call relates to a Live, Test or other system. You can select more than one option, where appropriate.

Description (*) Please enter a one line summary of the problem, followed by a full description of the problem. Please consider including, as appropriate:

A sequence of events that lead to the problem occurring;

Details of any error messages displayed;

Details on the impact or severity of the problem;

Any specific examples of the problem.

Config Item If you know what configuration item the fault affects, enter its identification or a partial search string and click Search. Select a configuration item for the result list returned.

Alternative Contact Enter the name and contact details of an alternative point of contact that Northgate can talk to about the call. If there is no-one else who could assist Northgate if you are unavailable, enter NA.




Field Description

Site Enter the location within your organisation where the call has occurred. If you do not have this information or the information is not relevant, enter Unknown.

Version Enter the version of the affected component that you are raising the call against. If you do not know what the version number is or it is not relevant, enter Unknown.

Your Ref If you have a reference number from your organisations service desk, enter it here. This allows Northgate and your organisation to quickly access our records.

Attach File To add a file with additional details (such as screenshots, diagnostic log files, example outputs, etc.), click the Browse button and select the file from your local system/network. Use the File Browser that pops up to select the file. Highlight the required file within the file browser, and then click Open. The full path to the file will be shown in the main page. To supply multiple files, place the files within a Zip file, and select this file to attach to the call.


When you have finished entering the call details click on the OK button. The page will refresh, and display your call number plus the details of your call:

These details will also be sent to the email address. The email will include details of the Service Delivery Team that your call has been referred to for analysis and resolution.



5 Updating calls

5.1 Adding notes

To add additional information or notes to a call, pick the Add Note to Your Incident option from the left hand menu. The following page will be displayed:

Complete the displayed page as follows:

Field Description

Call No. Enter the call number that you wish to add the note to.

Description Enter the notes you wish to add to the call.

Send Email Place a tick in this field if you want to send an email to the Service Delivery Team assigned to your call to indicate that a note has been added.

To commit the note to the call details, click OK. Once the note has been committed to the call logging system, the following page will be displayed:



5.2 Adding objects

To add objects to a call, such as log files, screenshots or data files, pick the Add Object to Your Incident option from the left hand menu. The following page will be displayed:

Complete the displayed page as follows:

Field Description

Call No. Enter the call number that you wish to add the object to.

Object Click the Browse button and use the File Browser that pops up to select the file from your local system/network. Highlight the required file within the file browser, and then click Open. The full path to the file will be shown in the main page. To supply multiple files, place the files within a Zip file, and select this file to attach to the call. Please note that the maximum size for any single object that can be uploaded into the system is 4 MB.

Description Enter a full description of the file(s) being added to the call, why they are being added, and where necessary details about how the files where produced.

Send Email Place a tick in this field if you want to send an email to the Service Delivery Team member assigned to your call to indicate that a note has been added.

When adding objects, please use Winzip to compress multiple files into a single archive before uploading.



To commit the addition of the object(s) to the call, click OK. Once the object(s) has been committed to the Infra system, the following page will be displayed:



6 Reviewing call details

6.1 Reviewing call summaries

To review current or past calls, pick the Review Current/Past Incidents option from the left hand menu. The following page will be displayed:

Please note that the following options will only be displayed if you have been granted rights to review calls logged by others in your organisation. Be default, call logging system users may only review their own calls. The table below describes each of the parameters that may be used to search and filter the returned call list:

Field Description

Your Incidents Or Organisation Incidents

Select this option to search for only the calls you have reported. Or Select this option to search for calls (reported against services you have been granted access to) for anyone in your organisation.

Incident # To return the details for a specific call, enter the call reference number here.

Text Search Enter keywords into this field to identify calls that contain these key words within the call title or description.

IT Managers can be given rights to review all calls for their organisation. Contact the Service Desk to have this enabled for your account.



Field Description IT Managers can be given rights to review all calls for their organisation. Contact the Service Desk to have this enabled for your account.

Service To filter your search to only return calls reported against a particular service, select the service from the list presented here. You can select multiple services by holding down the Control key and selecting the services required.

Priority To filter the search by the priority assigned to calls, select the priority required here.

Log Date To filter the search to only return calls logged within a date range, enter the start and end dates here. Please note that the date must be in the format YYYY-MM-DD where YYYY represents the year, MM the number of the month, and DD the number of day.

Open To filter the search to return Open calls, place in tick in this check box.

Closed To filter the search to return Closed calls, place in tick in this check box.

Click OK to commit your search. The calls that match the search criteria entered will be returned, similar to that shown below:

To view the full call report, click the yellow arrow icon ( ) in the first column. See

Section 6.2 – Reviewing a calls history for more details.

To add a note to the call, click the yellow note icon ( ) in the second column. See

Section 5.1 – Adding Notes for further details.

To add an object to the call, click the paperclip icon ( ) in the third column. .

Section 5.2 – Adding Objects for further details.



To close a call, click Close link in the fourth column. See Section 7 – Closing calls for further details.

To revise your search criteria, click the yellow Back button at the top of the call list.

6.2 Reviewing a calls history

To review a calls history, identify the call from a search as outlined in section 6.1 above.

Once identified, click the yellow arrow icon ( ) in the first column to view the full

call history.

This page shows the full call history to date.

To add a note to the call, click Add Note. See Section 5.1 – Adding Notes for further

details.

To add an object to the call, click Attach Object. Section 5.2 – Adding Objects for

further details.

To close a call, click Close Call. See Section 7 – Closing calls for further details.

Back takes you back to the list of calls generated by the original search criteria.



7 Closing calls

To close a call, find the call details using the Review Current/Past Incidents option described in section 6. Once you have located a call, it can be closed by either:

clicking the Close option for the call in the Call Summary page;

clicking the yellow arrow icon ( ) next to the call to display the full call details, and then selecting the Close Call button on the Incident Details page.

Once either is selected, the call closure page is displayed:

Enter the details of the closure in the Closure Comments field, and then click Close to close the call. A confirmation page will be displayed to confirm the call has been closed. Once a call has been closed, it can not be reopened. If the issue recurs, please raise a new call.

Closed calls cannot be reopened once closed – please raise a new call.



8 Service catalog

The service catalogue allows you to review the services available to your user account. To see which services you have been granted, select Service Catalog from the left hand menu. The Service catalog selection page is displayed:

Do not select anything from the Service Type field, and do not check the Display only Business Services option. Click OK to review the services assigned to your user account.

To log a call against any of the services displayed, click the telephone ( ) icon, to the left of the Service Ref column.



Let’s talk With Northgate you get cost-effective innovation from public service experts. We help you increase efficiency and provide excellent service. Let’s meet and discuss it. Northgate Information Solutions Peoplebuilding 2 Peoplebuilding Estate Maylands Avenue Hemel Hempstead Hertfordshire HP2 4NW T: +44 (0)870 808 1234 E: [email protected]

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