isupport customer user guide

ISUPPORT USER GUIDE

FOR SUPPORT CUSTOMERS

Author: Bryony Chalwell

Creation Date: 15 December 2008

Version: 1.8

Latest Update: 3 November 2009

RedRock iSupport User Guide - For Support Customers v1.8 Page ii

Document Control

Change Record

2

Date Author Version Change Reference

15 Dec 2008 Bryony Chalwell 1.1 Initial release for RR internal use

20 Jan 2009 Robin Mayo 1.2 Initial draft for Client use

21 Jan 2009 Robin Mayo 1.3 Updates from feedback

27 Jan 2009 Maria Scipioni 1.4 Update TOC, version & Change control update

05 Feb 2009 Renée Cowling 1.5 Replace screenshots to match RR Support Business User

11-Mar-09 Renée Cowling 1.6 Update Red Rock Support Services iSupport Process Flow for Support Customers visio drawing, update point 2 under Create a New Service Request.

20-Apr-09 Renée Cowling 1.7 iSupport reset password details included

26-Oct-09 Renée Cowling 1.8 Product line, Affected environment DFF and Item Instances changes.

Contents

Document Control ......................................................................................................... ii

Change Record ...................................................................................................... ii

C H A P T E R 1 Introduction ................................................................................................................. 2

Overview of Oracle iSupport ......................................................................................... 3

What is Oracle iSupport? ....................................................................................... 3 The iSupport Process for Red Rock Customers .................................................... 3 Logging into iSupport .............................................................................................. 5 Internet Browser Requirements .............................................................................. 5

C H A P T E R 2 Create a New Request ................................................................................................ 7

Create a New Service Request ..................................................................................... 8

C H A P T E R 3 Viewing a Service Request ...................................................................................... 15

Searching For and Viewing a Service Request .......................................................... 16

Creating a View .................................................................................................... 19

C H A P T E R 4 Updating and Responding to a Service Request ................................................. 21

Updating a Service Request ....................................................................................... 22

C H A P T E R 5 Resolving a Request ................................................................................................ 25

Resolving a Service Request ...................................................................................... 26

C H A P T E R 6 iSupport Password Reset ........................................................................................ 27

Password Reset .......................................................................................................... 28

RedRock iSupport User Guide - For Support Customers v1.8 3 November 2009

C H A P T E R

1 Introduction

TThis Chapter provides an overview of Oracle iSupport for Red Rock’s Support

Customers.


Overview of Oracle iSupport

What is Oracle iSupport?

Oracle iSupport is a simple, online facility that enables Red Rock’s Support Customers to create, view, update, and resolve Service Requests via the internet.

The iSupport Process for Red Rock Customers

Red Rock’s Support Customers can now follow a simple self-service process to create, view, update and resolve their Service Requests through the new web based iSupport system.

The new process will cover the following steps:-

1. Provision of username/password and User Manual

Red Rock Support will provide the username details for accessing iSupport via email. A separate email will be sent with the password and logging in information, including the URL.

2. Login to Red Rock iSupport

Red Rock Support Customers can log into Red Rock’s iSupport page via the internet, using the username/password provided.

Only nominated users will be able to access iSupport. Any additional users requiring access will need to be approved internally, and requested via the client’s Account Manager.

3. Raise Service Request

Service Requests can be created using iSupport and a Service Request Number will be generated automatically.

4. Service Request Creation Email Notification

When a Service Request is raised, iSupport automatically sends an email to the Support Customer’s email address that acknowledges the Service Request along with the Service Request Number and Service Request details.

5. Automatic Service Request Assignment

Each time a Service Request is created, iSupport automatically assigns the Service Request to Red Rock Support for actioning.

6. Service Request Review and Updates

Support Customers can view the status and progress of their Service Request via iSupport along with the ability to make updates for further information if needed.

7. Service Request Resolution

Support Customers also have the capability to close the Request (set status to Resolved) via iSupport.


Logging into iSupport

1. Go to https://isupport.redrock.net.au.

2. Enter your username and password and click the Go button. If you do not remember your password, click on the ‘Did you forget your password?’ link and a new one will be emailed to you.

3. When you log in, you may change your password by clicking on the button and proceed to change your password.

4. On the iSupport home page you will see a list of your most recent Service Requests.

5. If for any reason iSupport is unavailable please call 1300 733 762 (1300 RED ROC).

Internet Browser Requirements

Support Customers can use iSupport with the following Internet Browsers:


• Microsoft Internet Explorer 6

• Microsoft Internet Explorer 7

• Mozilla Firefox 1.5

• Mozilla Firefox 2.0

Other versions of Microsoft Internet Explorer and Mozilla Firefox may also work with iSupport; however the above versions are certified to work with iSupport.


C H A P T E R

2 Create a New Request

This Chapter outlines the procedures for creating a new Service Request using iSupport


Create a New Service Request

1. If for any reason iSupport is unavailable, please call 1300 733 762 (1300 RED ROC) and the service desk will log your call.

2. If your issue is a Severity 1 emergency, please call 1300 733 762 (1300 RED ROC) as soon as you have created the Service Request.

Please note: If the issue occurs outside of your supported business hours, ie 24/7 or extended hours coverage is applicable. Please contact your Red Rock Account Manager.

3. On the iSupport home page, click on the ‘Create service request’ link.

4. On the next page click on the Type, eg. Incident, Move / Add / Change or Training.

5. On the next page ‘Create Service Request: Indentify Problem’ are several entry fields.


6. For fields with a torch icon, you will need to select a value from a list or if you know the value you can enter it into the field. If not, click on the torch and select the value, eg. Desktop Support.


7. Enter values for the following fields:-

• Problem Type - select from a list eg. E Business Suite.

• Problem Summary - enter a brief summary of the problem.

• Error Message - enter the error number and message (if applicable).

• Urgency - select from the drop down list. Most requests fall into a Severity 3 rating. The urgency selected will be reviewed by the Red Rock Support Services Team and will be updated accordingly, if required.

• Environment Affected – select your environment affected by the issue.

8. If you have an attachment, click on the Add Attachment button. Another screen will pop up. Browse for your file, enter a brief description and click the ‘Attach’ button.


9. You can add more attachments by clicking the ‘Add Attachment’ button again, or if you want to remove the attachment, click on the Trash icon.


10. The User creating the request will default as the Primary Contact. Each user listed as a contact will be able to view the SR via iSupport and receive update notifications. (If you do not need to change the contact information go to step 13).

Note: you can still add contacts after the SR has been created by viewing the SR details and clicking on the Contacts tab.

11. To change the contact person click on the ‘Add Contacts’ button. Select the contact name and contact email address.

12. If you do not want to monitor the SR or receive notifications, you can set the other person to be the Primary Contact and click on the trash can icon to remove yourself as a contact. Once done, click the ‘Apply’ button.

13. When you have completed all the necessary fields, click on the ‘Next’ button at the right hand side. The next screen ‘Create Service Request: Problem Details’ will show a text box where you can describe your issue in more detail.

Important Note: Please do not paste email correspondence, output logs or screenshots into the Problem Details region. Please add this information as an Attachment to the Service Request.


Click on the ‘Next’ button.

The next page ‘Create Service Request: Review’ will display the details of your Service Request. If you want to change any details, click on the ‘Previous’ button to edit the information. If you are ready to create the Service Request, click on the ‘Submit’ button.

14. On the next page you will see your Service Request number.


15. To view the Service Request online you can click on the Service Request Number.

16. As the creator of the Service Request, you will receive an email notification with the Service Request Number similar to the one below.


C H A P T E R

3 Viewing a Service Request

This Chapter outlines the procedures for searching and viewing existing Service

Requests


Searching For and Viewing a Service Request

On your iSupport home page you can see a list of your most recent Service Requests.

If you know the Service Request number and it is not displayed, you can enter it into the Quick Find field and click on the ‘Go’ button.

If the Service Request is already displayed, click on the Service Request number.


On the view Service Request page, you can see details like the Current Status and Progress. Under the progress area you should see information about the various activities that have been carried out, ie. Problem description, analysis notes, communication etc.

If you have a long list of Requests, you may want to add some to your Quick Links so they are easier to find.

To do this, view your Service Request details. Click on the ‘Add to Quick Link’ button. (You may receive the following warning. Click OK).


The Service Request will now be displayed in the Quick Links area at the top of the screen. To remove the Request, view the Request and click the ‘Remove from Quick Link’ button.


Creating a View

In the View Service Requests tab you can create a view that will filter and sort your Service Requests eg. only show Severity 2 calls, or sort by Status instead of Service Request.

1. Click on the View Service Requests tab.

2. Click on the Personalize button.

3. Click on the Create View button.

4. Enter a View Name, Filter Criteria, Display Options and Sort Options.

Filter Criteria will only show the Service Requests that match the filter information.

Display Options will change the columns of information. Columns to be displayed are in the right hand box. Highlight the column and use the < > buttons to add/remove the column.

Sort Options change the order of the Service Request list.


5. Click on Save to save the View or Click on the Save and Search button to save and display search results.


C H A P T E R

4 Updating and Responding

to a Service Request

This Chapter outlines the procedures to add additional information to an existing

Service Request.


Updating a Service Request

You can update a Service Request with more attachments, more information, or ask for an update on the progress of the call.

If the Status of a Service Request is ‘With Customer’, it means the person working on resolving the issue is waiting for more information or action from the User who made the request.

Attachments

To add more attachments, view the details of the Service Request and click on the ‘Attachments’ tab. Then click on the ‘Add Attachment’ button and browse for your attachment.

Add Notes or Request Information

To add more information, view the Service Request details. At the bottom of the page is an area called Update Service Request.


Select the Status eg. Action Required.

Select the Note Type eg. Update Description.

Type in your Comments and click the ‘Update’ button.

The new information will be emailed to the owner of the Service Request and will appear as a new line in the Progress area.


C H A P T E R

5 Resolving a Request

This Chapter outlines the procedures for setting the status of the Service Request to

Resolved.


Resolving a Service Request

When all the deliverables (service provided, problem solved) of the Service Request have been completed, the status of the Service Request needs to be set to Resolved.

Service Requests can be set to ‘Resolved’ by Red Rock Support or Support Customers.

Resolving a Service Request follows the same procedure as updating a Service Request.

In the Update Service Request area, select Resolved as the New Status.

Select Update Description and enter in comments to confirm that the Service Request is now complete.

The ‘Current Status’ will change to Resolved.


C H A P T E R

6 iSupport Password Reset

This Chapter outlines the procedures for resetting your iSupport password


Password Reset

You can reset your iSupport password one of two ways. Firstly, using the Tip Did you forget your password? link displayed directly under the Login ID and Password on the iSupport Login page and follow the prompts.

Secondly, reset your password once logged into iSupport by clicking on the Profile link displayed on the top right hand corner followed by selecting the Click here to change your

password link.

Important Note: If you require any assistance with iSupport including password issues please send an email to [email protected] whereby the Red Rock Support Services Team will be able to provide assistance.

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