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
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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).
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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
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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.
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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.
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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.
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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.
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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
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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
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
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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.
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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.
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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.
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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
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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.
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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.’
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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.
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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.
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Add a New User Follow the steps below to add a new Support Portal user.
1. Select Contact Maintenance on the Tool Bar.
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.
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Edit an Existing User Follow the steps below to review or change a user’s contact information or access.
1. Select Contact Maintenance on the Tool Bar.
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.
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Disable a User Follow the steps below to disable a user’s access to the Support Portal.
1. Select Contact Maintenance on the Tool Bar.
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.
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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.
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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.
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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.
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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.
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Change Log
VERSION DATE OF CHANGE CHANGED BY SUMMARY OF CHANGE
1.0 December 4, 2017 Annette Vacval Creation of Version 1