Providing Paperless Solutions to the Justice Community
Training Manual
Copyright
2010 VistaSG Software Inc. All rights reserved.
You may not reproduce this material without the prior express written permission of VistaSG Software Inc. 500 W. Whitestone Blvd. Cedar Park, TX 78613.
VistaSG Software Inc. and/or affiliates and its licensors retain all ownership rights to this product (including but not limited to software, software libraries, interfaces, source codes, documentation and training materials).
This product's source code is a confidential trade secret. You may not decipher, decompile, develop, or otherwise reverse engineer this software.
All brand names and product names used in this document are trade names, service marks, trademarks or registered trademarks of their respective owners.
Contact Information
Address:
500 W. Whitestone Boulevard Suite 200
VistaSG Help Desk Support
O
VERVIEW:
The online customer support Help Desk provides Clients with the ability to submit issues related to VistaSG products. VistaSG Help Desk is a password required, secure site for Clients to log, update, and track issues until issue resolution.
VistaSG Help Desk Support Site
http://clientweb.vistasg.com/
O
BJECTIVES:
This document will focus on the functions and capabilities found within the VistaSG Help Desk online support.
E
XPECTATIONS:
This document is written as a reference guide for users of VistaSG Software Inc. products.
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 1 Information contained herein is proprietary & confidential
VistaSG Help Desk Support
VistaSG Online Help Desk allows Clients multiple means to navigate the tracking, updating submitting, and searching of issues.
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ISTA
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OG
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Client Specific Secure Log In and Password
Direct Email for Support Staff
A How-To Guide on the Help Desk for new users
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 2 Information contained herein is proprietary & confidential
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ISTA
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ELP
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ESK
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OME
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Main Menu or Menu Bar options provides Users with dual ways to perform the following functions:
1. Submit a New Issue: Easy to utilize submission of new issues with email confirmation and file upload functionalities.
2. Search for Specific Words: Users can easily view past or recently added issues regardless of status with key word search capabilities.
3. My Issues: Users can easily check submitted issue(s) status and upload additional files
The following guide will follow the format specified above in discussing the varying features of the VistaSG Help Desk support site.
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 3 Information contained herein is proprietary & confidential
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UBMIT A
N
EW
I
SSUE
Users can simply use the “New Issue” button on the Menu Bar or the “Submit a New Issue” on the Main Menu to log a new issue.
Easy to use forms and priority ratings are displayed for Users upon submitting a new issue. Once a User logs an issue, an automated email is sent to the User and the VistaSG Help Desk Support staff for resolution. At any time, Users can view status updates, make modifications, or close an issue.
Users have multiple means to log a new issue.
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 4 Information contained herein is proprietary & confidential
Priority Assignment and Resolution Goals
Priority identification and resolution goals provide Users with the ability to denote priority levels to submitted issues for quick identification and resolution by VistaSG Help Desk staff.
Submitting a New Issue Form
Users can easily submit new issues directly to the VistaSG Support Staff with automated notifications to internal staff.
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 5 Information contained herein is proprietary & confidential
Attaching Supporting Files
Supporting documentation can be uploaded with immediate confirmation of file submission.
Email Verification
Upon submission of a new issues, Users are provided with email notification of issue submission.
Information contained herein is proprietary & confidential
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EARCH FOR
S
PECIFIC
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ORDS
Users can easily perform word/text search to locate a specific issue by clicking the “Search” button on the Menu Bar or by clicking “Search for Specific Words” on the Main Menu.
Users have multiple options to search past issues.
Varying search functionalities ensure quicker search and return capabilities. VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 6
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 7 Information contained herein is proprietary & confidential
M
Y
I
SSUES
Users can easily view all open, closed, and resolved issues by simply clicking My Issues on the Menu Bar or Main Menu Bar of the Help Desk site.
Users have multiple options to view past issues.
Issues can be sorted by issue status, submitted date, modified date, title, or ID.
Drill down capabilities allow Users to open a specific issue directly from the My Issues report summary.
VistaSG Software Inc. | VistaSG Help Desk User Manual | Page 8 Information contained herein is proprietary & confidential
By clicking on the specific issue, the User can identify the following information related to that issue:
Contact Person Reporting Issue and Contact Information Priority Level Status
Status and Progress Update Issue Solution Information
Submittal, Modification, and Closed Date