Customer Support Portal

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Customer

Support Portal

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Introduction

As part of our ongoing effort to improve our customers’ support experience, Forward Advantage developed the Customer Portal to provide customers with a convenient, web-based method of entering and tracking tickets.

The Customer Portal is not designed to replace interaction with our support engineers and representatives. We encourage our customers to continue contacting us by phone and email as well as the new Portal.

This Guide is intended to be a brief tour of the Customer Portal, including instructions for basic tasks performed in the portal. Should you have questions not covered by this Guide, please contact the appropriate support team listed at http://www.forwardadvantage.com/support.

Browser Support

The Forward Advantage Customer Portal supports Internet Explorer version 7 & higher. While it may function in other browsers, unexpected behavior may be observed.

NOTE: In some versions of Internet Explorer, you may need to enable Compatibility Mode for the portal to display properly.

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Enabling Access to the Portal

The Portal does not currently support self-registration. Please contact Forward Advantage support at the appropriate number below to create a user name and password for the Portal.

Call 1 (800) 636-7927 for the following products/services: • Communication Director (Report Distribution)

• Data Express • BedStat • SmartAlert

Call 1 (866) 636-9310 for the following products/services: • Imprivata

o OneSign (Single Sign-On & Advanced Authentication) o Cortext

o Confirm ID

• VMware View (Virtual Desktops) • Patient Secure

• UniPrint • Nutanix

Call 1 (781) 519-1933 for the following products/services: • Document Imaging & Scanning Conversion (DISC) • FA Connections Engine (FACE) – Rhapsody

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Logging In

Once you have received a user name and password, simply open a browser window and go to

https://support.forwardadvantage.com. You will be presented with the login screen below.

Item Description

Trouble Logging In? Click on this link to be directed to the Forward Advantage support page.

Forgot your password? If you have forgotten your password, clicking on the link will display a

password hint. If this hint does not help you remember your password, please contact Forward Advantage support to reset your password.

Remember me next time. This checkbox will ensure that your user name and password are

automatically populated the next time you log in to the Portal, unless your browser clears its cache.

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The Ticket List View

After you log in, you are presented with the Ticket List view, which by default displays all open tickets for your company. There are also tabs for All Tickets and Closed Tickets, as well as a Lookup button. Lookups will be discussed later in this Guide.

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Creating a New Ticket

Select Add Ticket from the toolbar below the Welcome banner:

The Add Portal Ticket window appears. In this window, enter basic information about the ticket. Once finished, click Submit and the ticket detail window will appear for you to add more detailed information. See the next section titled Viewing and editing the details of an existing ticket for the next steps.

Contact Information Details regarding your user name and company.

Add Portal Ticket Displays the basic information regarding the current issue:

Product Group: Selected by the customer. Allows Forward Advantage support to ensure that the ticket is worked on by the appropriate team. This is a required field and a ticket cannot be submitted without selecting an item from the list. See the

Product Groups section in this Guide for more information. Subject: Brief statement of the problem.

Urgency: The ticket urgency (entered by Forward Advantage support). Description: Use this field to describe the issue in detail.

When you submit a new ticket, you will receive a confirmation email with the ticket number. Please retain this email for future reference, and indicate the ticket number in any phone or email correspondence with Forward Advantage support.

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Viewing & Editing the Details of an Existing Ticket

Clicking on any of the Ticket IDs in the first column of the Ticket List view will take you to the detail of that ticket. This window also opens when you click Submit on a new ticket.

Contact Information Details regarding your user name and account.

Main Ticket Area Displays details of the ticket:

Area/Category/Issue: The specific product and area of the issue (entered by Forward Advantage support).

Subject: Brief statement of the problem.

Urgency: The ticket urgency (entered by Forward Advantage support). Date Created: The date the ticket was received by support.

Product Group: Selected by the customer. Allows Forward Advantage support to ensure that the ticket is worked on by the appropriate team. See the Product Groups

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Status: Either Open, Waiting on Client, or Closed. You can change a Waiting on Client ticket to Open, and close any Waiting on Client or Open tickets, but you cannot reopen a Closed ticket. You must contact Forward Advantage support in order to reopen a closed ticket.

Close Ticket: Closes ticket (see above – cannot reopen ticket)

Update Ticket: Only available when the ticket Status is Waiting on Client, and allows you to change the Status back to open.

Description: Use this field to describe the issue in detail

Resolution: For closed tickets, this will display the steps required to resolve the ticket (entered by Forward Advantage support).

Comments Use this field to provide any additional notes on the ticket.

Submit button: You must click this button in order to save the comment to the list below. If the comment is not submitted, it will be lost.

Attachments Add, edit, and view attachments from here (see Attachments section in this

Guide).

Adding Information to a Ticket

There are several ways to add information to a ticket:

Area Description

Description: Used for a detailed explanation of the issue as well as any updates during the

life of the ticket.

Comments Additional area to provide information on the current issue.

Attachments: Supporting files related to the ticket: log files, screen captures, etc. The

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Adding and Editing Attachments

The Attachments section allows you to add supporting documentation to the ticket, view existing attachments, and edit the description of an attachment.

Launches the Attach File dialog. Browse to the file you want to attach, and add a description. Files must be added one at a time. NOTE: Maximum file size is 12MB. For larger files, contact Forward Advantage support for alternate upload method.

Launches the Attach URL dialog. Type or paste the link in the URL: text box, and add a description. When an existing attachment is selected, allows you to edit the description or replace the existing file in the attachment.

Deletes the selected attachment

Lookup

The Lookup area allows you to set up a search for specific criteria. The most common search is a lookup by Ticket ID, but if your site is using more than one Forward Advantage product, you may want to search on the Area field. Multiple criteria can be used by clicking on the button.

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Product Groups

The Product Group field is required to submit a new ticket. This provides you with a simple way to define the product for which you are experiencing the issue, as well as a quick way for Forward Advantage support to identify which support team will be working on the ticket. The full list is displayed below; you will need to scroll down to see the end of the list. If you do not know the name of the product with which you are working, select Don’t Know and be as detailed as possible when filling out the Description of the problem.

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Forward Advantage, Inc.

7255 N. First Street, Suite 106, Fresno, CA 93720 1-877.636.7927

[email protected] www.forwardadvantage.com