Support Portal Guide Support Portal Guide V1.0... · Copyright © 2017, LANSA, Inc. All rights, domestic and international, reserved Version 1

Release Date December 2017

Support Portal

Guide

VERSION 1.0

Copyright © 2017, LANSA, Inc. Page 2 of 33 LANSA Support Portal Guide All rights, domestic and international, reserved Version 1

Table of Contents

Introduction .......................................................................................................................................... 3

Support Incidents................................................................................................................................. 4

LANSA Support Portal Login ........................................................................................................... 4

Log an Incident ................................................................................................................................ 7

Search for Incidents ....................................................................................................................... 12

Incident Status Codes ............................................................................................................. 12

Review or Update an Incident ....................................................................................................... 13

Add a Note ............................................................................................................................... 14

Upload a File............................................................................................................................ 14

Update Your Contact Information ............................................................................................ 15

Add an Additional Contact ....................................................................................................... 15

Email Confirmations ....................................................................................................................... 16

Goto Assist ..................................................................................................................................... 18

User Tasks .......................................................................................................................................... 21

New User ....................................................................................................................................... 21

Manage Your Contact Information................................................................................................. 22

Manage Your Password ................................................................................................................ 23

Change Your Password........................................................................................................... 23

Forgotten Password ................................................................................................................ 24

Administrator Tasks .......................................................................................................................... 25

Search for Users ............................................................................................................................ 25

Add a New User ............................................................................................................................. 26

Edit an Existing User ..................................................................................................................... 27

Disable a User ............................................................................................................................... 28

Knowledge Base ................................................................................................................................ 29

Request Software ............................................................................................................................... 30

Change Log ........................................................................................................................................ 33


Introduction

The LANSA Support Portal makes it easy to open and track support inquiries with regards to your

LANSA software. Our professional support team monitors all inquiries logged and provides you with

the technical support you need, when you need it.

This guide provides step-by-step instructions for both LANSA Support Portal Users and

Administrators. Users can log a support incident, track the incident and review past incidents. They

can also maintain their own passwords. Administrators can perform all the functions of a user as well

as manage other users for their company.


Support Incidents

The following sections show you how to log and track your support incidents.

LANSA Support Portal Login Follow the steps below to login to the LANSA Support Portal. If you are new and do not have a login

to the Support Portal, see the New User section for directions to obtain a login.

1. Go to the LANSA website www.lansa.com. At the top of the webpage, click on the Support

link and select The Americas. This takes you to the LANSA Support page.

Note: The Support Portal is not browser specific and will work with any browser.

http://www.lansa.com/


2. Once on the LANSA Technical Support page (which can also be accessed directly at

http://support.lansa.com/), click on Login to the Support Portal in the middle of the page

under the Support Portal section. This opens the Support Portal User Login Page.

http://support.lansa.com/


3. On the Support Portal User Login Page, enter your Email Address and Contact Password

and click Log On. This opens the LANSA Support Portal.

4. Once you’re successfully logged in, you are presented with the Welcome screen. The Tool

Bar on the left lists the options available to you. The “click here” link at the bottom of the

page takes you to a short tutorial video showing the features of the Support Portal.


Log an Incident Follow the steps below to log a new support incident.

1. Select Report New Incident on the Tool Bar. A New Incident record will open.

2. Under Customer Information, your Customer Name (company), Contact Name, Email

Address and Phone Number will auto-populate based on your User Contact record. You may

change these values to have LANSA Tech Support contact you at a different phone number

or email for this incident.


3. Under Incident Information, the Incident Priority will auto-populate ‘Normal/Medium Impact’

and Logged Date/Time will populate with the day and time that the incident was opened. The

Incident Priority can be changed accordingly to match the severity of the incident.

Note: Incident Priority levels are governed by the LANSA Service Level Agreement1 for your product and have varying response times according to severity. You can access the LANSA Service Level Agreements on the LANSA Technical Support

page.

1 All LANSA clients are governed by a standard LANSA Service Level Agreement. Additional support may be available as part of your annual maintenance package.



4. Under Product Information, fill out as much information as possible to assist LANSA Tech

Support in identifying the issue. Fill out your Product/Service, Product Release Code, EPC

Number, Server Type (iSeries, Windows, etc.), OS Version, and PC Operating System.

Note: It may be helpful to confirm this information with your Support Portal Administrator when first logging an incident, and keep this information readily

available. You may also review past incidents to locate this information.

5. Secondary Contacts allows you to add one or more additional LANSA support portal users

to the incident. They will then be able to add details to the incident and will receive

notifications on the incident. To add a contact, click Add to open the Additional Contacts

Prompt. Click on the contact that you would like to add to the incident.


6. Under Incident Notes, describe in as much detail as possible the issue you are experiencing

in the input box.

7. Uploads allows you to upload attachments pertinent to the issue, such as screen shots.

Simply click Choose File to locate the file you wish to upload. Add a Description to clearly

describe your attachment.

Note: If you need to add multiple attachments, you can do so after you create the incident (see the Upload a File section below).


8. Once all the fields have been successfully populated, click Save. After you’ve clicked Save,

your new incident will display. Here you can make any additional edits to the incident, such

as uploading more files.

9. You will receive an automated email from [email protected] indicating that your incident

has been successfully received.

From: [email protected] Sent: Thursday, April 27, 2017 1:59 PM To: Sample User; Subject: Incident Logged/Status Changed

Hi Sample User, ***THIS IS AN AUTO NOTIFICATION EMAIL, PLEASE DO NOT REPLY*** Your request has been logged with LANSA Support at 13:59:12 on 27Apr2017. The call has been assigned a request number 102700. Please refer to this number whenever you communicate with LANSA Support regarding this request. To access your incident via Support Portal, please click here. The current status of your call is that is has been logged into our Customer Request System Queue. The priority of your call is Normal/Medium Impact. ------------------- This is an extract of the request --------- I am experiencing difficulty logging in to LANSA DSD. ----------------------------- END ----------------------------- Regards, LANSA Support Team

mailto:[email protected]


Search for Incidents To search for past incidents logged by any Support Portal User from your company, select Search

Incidents on the Tool Bar. Input your search criteria and click Search. You may filter your search

results by Status Codes and by Start and/or End Date. You may also filter your search results to only

include incidents that you have logged by checking the Only My Incidents box. Your search results

appear in the Customer Incidents section.

Incident Status Codes

• OPEN: Call has been logged into the Customer Request System queue.

• WORKING: Call has been assigned to a Support Consultant who will contact you soon.

• FORWARDED TO DEVELOPER: Call has been forwarded to a developer for review and

potential resolution.

• WAITING FOR A RESPONSE: Support has provided an answer or a question and we are

awaiting a response from you.

• WILL FOLLOW-UP WITH CUSTOMER: We are waiting on a response from you. We will not

close the incident unless we have conferred with you, as per your request.

• RESOLUTION: A resolution has been provided and we are awaiting confirmation from you to

close the incident. It will be closed after 5 days if no confirmation is received.

• CLOSED: The incident is closed and removed from the active queue. Please inform us if you

do not agree that the request should be closed.


Review or Update an Incident To review an Incident in more detail, select the Incident from your search results list. The incident

details will open below it. If you are reviewing your own incident, you can edit/add information on this

screen and click Save at the bottom.

Note: LANSA Support will be notified immediately when you’ve made any changes to your incident.


Add a Note To add more information or reply to a support request, you can add a note to your incident.

1. Under the Incident Notes section, click on the ‘Add Notes’ tab, and add your note in the

input box.

2. Click Save.

Upload a File You can upload one or more files to your incident.

1. Under Uploads, click Choose File to select a file from your PC. Once you’ve attached the

file, add a Description to clearly describe your attachment.

2. Click Upload and your file will be added to the list.

3. Click Save.


Update Your Contact Information You can update the contact information for your incident if you wish to be contacted at a different

email address or telephone number. This only applies to the specific incident. To change your

contact information for all future incidents, see the Manage Your Contact Information section.

1. Under Customer Information, add or edit any details, as all fields can be edited.

2. Click Save.

Add an Additional Contact You can add additional contacts to your incident if others in your company need to be able to add

details to the incident and receive notifications on the incident. These contacts must be existing

LANSA support portal users.

1. Under Secondary Contacts, click Add to open the Additional Contacts Prompt.

2. Click on the contact that you would like to add to the incident. You can add multiple contacts

to a single incident.

3. Click Save.


Email Confirmations When you log a support incident, you will receive emails from [email protected] that track your

incident’s progress from start to finish. Below is the list of emails you might receive for your incident

as the incident status changes.

1. When you log a new incident, you will receive an email confirmation with the incident number

assigned.

From: [email protected] Sent: Thursday, April 27, 2017 1:59 PM To: Sample User; Subject: Incident Logged/Status Changed

Hi Sample User, ***THIS IS AN AUTO NOTIFICATION EMAIL, PLEASE DO NOT REPLY*** Your request has been logged with LANSA Support at 13:59:12 on 27Apr2017. The call has been assigned a request number 102700. Please refer to this number whenever you communicate with LANSA Support regarding this request. To access your incident via Support Portal, please click here. The current status of your call is that is has been logged into our Customer Request System Queue. The priority of your call is Normal/Medium Impact. ------------------- This is an extract of the request --------- I am experiencing difficulty logging in to LANSA DSD. ----------------------------- END ----------------------------- Regards, LANSA Support Team

2. When your incident is assigned to a member of the LANSA Support team, you will receive an

email update with the support team member’s name.

From: [email protected] Sent: Thursday, April 27, 2017 1:59 PM To: Sample User; Subject: Incident Logged/Status Changed Hi Sample User, Request number 102700 with LANSA support has been assigned to John Doe. John Doe will contact you if additional information is required from you or let you know of a solution. To access your incident via Support Portal, please click here. --------------This is an extract of your request--------------- I am experiencing difficulty logging in to LANSA DSD. ----------------------------- END ------------------------------------ Regards, LANSA Support Team



3. When your issue is resolved by the LANSA support team, you will receive an email update

indicating your Incident Status has been changed to Resolved. If you feel that the issue is

indeed resolved, no further action is required and the incident will be closed. However, if you

feel that the issue has not been resolved, you must respond indicating that the issue remain

open. You can do this by adding a comment on the incident or by contacting LANSA Support

at [email protected].

From: [email protected] Sent: Thursday, April 27, 2017 1:59 PM To: Sample User; Subject: The customer request was resolved-#102700

Hi Sample User,

***THIS IS AN AUTO NOTIFICATION EMAIL, PLEASE DO NOT REPLY***

Request number 102700 with LANSA support has been Resolved which means we believe we have provided you with a resolution to your request. If this is not the case, please let us know. If we do not receive a response in the next few days we will assume the incident has been resolved and will close the ticket. We are awaiting confirmation from you on this request. ------------------- This is an extract of your request --------------- I am experiencing difficulty logging in to LANSA DSD. ----------------------------- END ------------------------------------ Thank you, LANSA Support Team

4. When your issue is closed, you will receive an email update indicating your Incident Status

has been changed to Closed.

From: [email protected] Sent: Thursday, April 27, 2017 1:59 PM To: Sample User; Subject: The customer request was closed-#102700 Hi Sample User,

***THIS IS AN AUTO NOTIFICATION EMAIL, PLEASE DO NOT REPLY*** Request number 102700 with LANSA support has been closed and removed from the active queue.

If you do not agree with this status, please contact us via the support portal or email. ------------------- This is an extract of your request --------------- I am experiencing difficulty logging in to LANSA DSD. ----------------------------- END ------------------------------------ Thank you, LANSA Support Team



Goto Assist There may come a time where a LANSA support representative will want to review your incident with

you. When a representative schedules a time to meet with you, they will ask you to log into Goto

Assist.

The following steps show you how to Login to the LANSA Goto Assist:

1. Go to the LANSA website www.lansa.com. At the top of the webpage, click on the Support

link and select The Americas. This takes you to the LANSA Support page.

Note: The Support Portal is not browser specific and will work with any browser.

http://www.lansa.com/


2. Once on the LANSA Technical Support page (which can also be accessed directly at

http://support.lansa.com/), click on Goto Assist in the top right of the page. This opens the

Goto Assist Page.



3. On the right side of the page you will see a section titled Connect with a representative. Fill

out information for Your Name, Your Company, and Your Phone #. Your LANSA Support

Specialist will advise which representative to select from the Choose a representative

dropdown. Click Continue.

4. Your representative will connect with you to have visibility to your screen.


User Tasks

The tasks below can be performed by any Support Portal user.

New User If this is your first time on the Support Portal and you do not have access to login, you have two

options to gain access.

1. You can contact your Support Portal Administrator to request access. Your administrator will

create a contact record for you. Once created, you must obtain a link to reset your password

by entering your email address and clicking Forgot Password? button on the User Login

page.

2. You can request access by emailing LANSA Tech Support at [email protected], indicating

your company name and email address. Once your contact record is created, you should

receive an email with a link to reset your password. This link is only valid for 30 minutes. If 30

minutes pass, you can obtain a new link by entering your email address and clicking Forgot

Password? button on the User Login page.

From: [email protected] Sent: Thursday, April 27, 2017 11:59 AM To: Sample User; Subject: LANSA Support Portal-Account Information Hi Sample User,

You requested to reset your password for LANSA Support Portal account, please click here to reset.

If you did not request a password request, please ignore this email or reply to let us know. This password link is only valid for the next 30 minutes. Thank you for your continued support of the LANSA products. The LANSA Technical Support Team

Follow the steps in the LANSA Support Portal Login section to access the User Login page.

You can also watch this video to help you get familiar with the LANSA Support Portal: https://www.youtube.com/watch?time_continue=3&v=RWV3zyHbBsI


https://www.youtube.com/watch?time_continue=3&v=RWV3zyHbBsI


Manage Your Contact Information To manage your contact information, select Contact Maintenance on the Toolbar. Once the page

opens, click on Edit My Contact Information.

The Contact Maintenance page opens and displays your current contact information. Make the

desired edits to your contact information and click Save. The message ‘Account Contact update

Succeeded’ will display once your contact information has been successfully saved.

Note: All fields are editable except Account Name and Portal Administrator.


Manage Your Password

Change Your Password To change your Password, select Change Password on the Tool Bar. Enter the new Password you

would like to use in the input field next to Password and Confirm Password, and click Change

Password.

Once your password has been successfully changed, a message will display ‘Password Changed

Successfully.’


Forgotten Password If you have forgotten your password, you have two options to acquire a new password.

1. You can contact your Support Portal Administrator and have them issue you a new

password.

2. You can have LANSA Tech Support send you a password reset link by going to the LANSA

Support Portal User Login page, entering your email address and clicking Forgot

Password?. You will receive an email containing a password reset link. This link is only valid

for 30 minutes. If 30 minutes pass, you can obtain a new link by entering your email address

and clicking Forgot Password? again.


Administrator Tasks

A user must be setup as a Portal Administrator to perform the tasks listed below. LANSA

recommends that every customer have at least one Support Portal Administrator to manage the

support portal users for their company.

Search for Users Follow the steps below to search for users in the Support Portal.

1. Select Contact Maintenance on the Tool Bar.

2. Click Search to search for all User records. You can also populate the Search Name field to

search for a specific User, or choose a Status (active or inactive) to search for users by

status.


Add a New User Follow the steps below to add a new Support Portal user.


2. Click New in the top right-hand corner of Contact Maintenance. The form will automatically

populate the Account Name of the new user to match the Administrator’s.

3. Populate the User Information and click Save.

a. If you are creating an admin user, make sure to check the box next to Portal

Administrator.

b. The user will not be able to sign in until their Status is set to Active.


Edit an Existing User Follow the steps below to review or change a user’s contact information or access.


2. Click Search to pull up all users.

3. Select the user you would like to edit.

4. Make the desired changes to the user’s contact information and click Save.


Disable a User Follow the steps below to disable a user’s access to the Support Portal.


2. Click Search to pull up all users.

3. Select the user you would like to disable.

4. Change the user’s Status to Inactive and click Save.

Note: Inactivating a user will not delete, or archive, any incidents the user has logged in the past.


Knowledge Base

To access the LANSA Knowledge Base, our online portal containing help articles, click on

Knowledge Base on the Tool Bar. You will be prompted to acknowledge a standard disclaimer.

After you click OK, the LANSA Knowledge Base will appear in a new window. This will allow you to

review the Knowledge Base while still accessing the Support Portal.


Request Software

Follow the steps below to request LANSA software. Once you’ve submitted your request, a LANSA

representative will contact you to follow up on your request.

1. Select Software Request on the tool bar. A Software Request record will open.

2. Populate the ShipTo section by clicking Select Ship-to, or by clicking Edit to edit the pre-

populated information.


3. In the Request Software section, select the Server OS. Depending on your selection, a pop-

up window displays for you to enter the license information required to proceed with the

request.

a. If IBMi is selected, you will need to populate your Serial Number, Model, Processor

Group, and OS Version in the pop-up window shown below.

b. If Windows or Linux are selected, you will need to upload an X_CPU File using the

X_CPU Utility.


4. Select the desired software, the version of the product, the current version that you’re using,

and how you would like to receive this Product (Download or DVD).

5. When complete, click Submit Request.


Change Log

VERSION DATE OF CHANGE CHANGED BY SUMMARY OF CHANGE

1.0 December 4, 2017 Annette Vacval Creation of Version 1

Documents

Support Portal Guide Support Portal Guide V1.0... · Copyright © 2017, LANSA, Inc. All rights, domestic and international, reserved Version 1