hdx plus - support center training for vendors · pdf filehdx plus - support center training...

HDX Plus - Support Center Training for Vendors

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1. Accessing HDX Plus - Support Center.................................................................................... 2

2. Creating an account in HDX Plus - Support Center ................................................................... 3 3. Forgot / Lost Your Password ................................................................................................... 7 4. Remote Access ...................................................................................................................... 11

4.1. Download Analyst Tools ................................................................................................ 12 4.2. Initiate New Remote Access Session ............................................................................. 16 4.3. Join Existing Remote Session ........................................................................................ 20

5. AnalystAssist ......................................................................................................................... 23 5.1. Tool Bar Options ............................................................................................................ 24

6.1. Customer Overview / Home ........................................................................................... 26 6.2. RemoteAssist .................................................................................................................. 27 6.3. Manage Files .................................................................................................................. 30

7. My Account Preferences ....................................................................................................... 31

7.1. Time Zone and Date Format Preferences ....................................................................... 31 7.2. Modify Account ............................................................................................................. 32

8. Account Policies .................................................................................................................... 35 Marriott Associates allowing access to their computer

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any

person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic

signature under applicable law.

https://hdxplus.marriott.com/hdxplus/public/healtop/HDX_Plus_User_Training.pdf


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1. Accessing HDX Plus - Support Center Vendors providing support to Marriott should access HDX Plus by visiting http://hdxplus-vendor.marriott.com/. Marriott associates requiring a vendor to fix an issue on their computer need to visit https://hdxplus.marriott.com. Instructions for Marriott associate seeking assistance from vendors can be found here.

http://hdxplus-vendor.marriott.com/


https://hdxplus.marriott.com/



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2. Creating an account in HDX Plus - Support Center

If a vendor needs access to a computer on Marriott’s network, they will need an account before accessing the computer. Below are instructions on how to create an account for “HDX Plus - Support Center.” In order for a vendor to create an account, go to http://hdxplus-vendor.marriott.com/ and click on the “Click Here to create an account” link. (See Figure 1)

Figure 1



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To create your account, enter in the following information (See Figure 2):

User Name – A 4 to 12 character user name that will be used to access Support Center. Password – To conform to Marriott’s Password Policy, all passwords must have the following:

A minimum length of no less than 12 characters

A maximum length of no greater than 20 characters

At least 1 upper case character

At least 1 lower case character

At least 1 numeric character

At least 1 punctuation character (i.e. !,@,#,$,%,^,&,*,(,))

Password must be changed every 30 days (Reminders are not sent out) First Name – Vendor who is creating this account first name. Last Name – Vendor who is creating this account last (or Sur) name. Company – Company the vendor works for. Position/Title – The Position or title the vendor holds at his/her organization. Phone Number – Phone number where the vendor may be contacted. E-Mail Address – Should be the E-Mail address of the vendor’s organization. Country – Country where the vendor is located.

NOTE: Accounts will automatically be deleted within 90 days. Vendors will need to create a new account should they require access to a Marriott device.


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Figure 2


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Once all fields have been entered, click on the “SUBMIT” button. If the account was successfully created, you will see the message below (See Figure 3). You can then click on the “Click here to login” to access HDX Plus - Support Center with the new user ID and password you just created. Figure 3


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3. Forgot / Lost Your Password If you have already created an account and have used it within the last 90 days, but forgot your password you can visit http://hdxplus-vendor.marriott.com/ and click on the “Forgot Password” link to reset your password. (See Figure 4)

Figure 4



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Enter your User Name and E-mail Address that you provided when creating your account and then click the “Submit” button. (See Figure 5) If you are unable to recall your user name and email address, it is recommended to create another account.

Figure 5


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If you entered the information correctly, your new password will be sent to the e-mail address in your account profile (See Figure 6). To change your password, please see the “My Account Preferences” section below. Figure 6


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If you entered the information incorrectly when trying to reset your password, you will see a message saying “Your e-mail and/or user name does not match our records.” (See Figure 7) You will need to repeat the steps in the “Forgot / Lost Password” section. Figure 7


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4. Remote Access Initiate New Remote Access Session – Access a Marriott computer once the Marriott user has generated a Passkey. Join Existing Remote Session – Allows you to join an existing session between a Marriott user and another support professional. Download Analyst Tools – Install analyst side software to use remote control and the other tools via the options above.


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4.1. Download Analyst Tools To remote control a computer on Marriott’s network, you will first need to download the analyst tools by clicking on the “Download Analyst Tools” link. (See Figure 8) This only needs to be done once on your computer. NOTE: Whenever an update has occurred to the Analyst Tools you will need to re-download and install the components. If you already have the latest tools (See Figure 13), the “Download Analyst Tools” sections will say:

“You have already installed the HDX Plus Analyst Tools.

You may proceed to "Initiate New Remote Access Session".

Figure 8

Click the Arrow to show the options in the drop down


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Click on “Install” to set up the applications needed for remote control access.

Figure 9

The following dialog boxes will display on your screen. Figure 10


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Figure 11

Figure 12


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Once the installation has been completed successfully, the web page will display the following (See Figure 13). Figure 13

You are now ready to begin a Remote Access Session.


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4.2. Initiate New Remote Access Session NOTE: All sessions are recorded for security purposes. To start a new remote control session with a Marriott associate, click the “Initiate New Remote Access Session (Vendor)” link (See Figure 14).

Figure 14

If the Marriott associate has granted you access to their computer, the Issue Queue (See Figure 15) will show the request. If the Marriott associate’s name does not show up in the queue, please review the instructions for Marriott associates seeking assistance by clicking here



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Figure 15

To access the computer, click on the record that corresponds with the Marriott associate’s name (See Figure 16).

1. Phone – Pick and assign the issue. 2. Problem – Type of issue placed into the queue. Vendors should only handle “RemoteControl

Issues.” 3. Analyst – Support Professional that has picked up the issue. 4. User – Name of associate that has requested support. 5. Status – Disposition of issue.

a. New – New issue placed into queue. No Support Professional has been assigned. b. Assigned – Issue has been assigned to a Support Professional. c. Escalated – Issue has been escalated to another Support Professional or help desk.

6. Start Date – Date of when issue was placed into queue. 7. Duration – Length of time issue has been in queue.

NOTE:

When you highlight the request you want to access, it will change to light gray.

Since multiple Marriott associates could be requesting support, please make sure you select the correct associate.

1 2 3 4 5 6 7

Click the Box to show/hide the options in the left menu.


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Figure 16

Once you have clicked the queue request, a pop-up box will be displayed on your screen. Figure 17

You will now have to ask for the randomly generated “Passkey” from the Marriott associate. Enter this number into the box shown above and click “OK.” NOTE: You may want to write down or copy and paste the number in case you need to rejoin the session or another vendor needs join as well.


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Figure 18

If the computer is available to remote control, you will receive the following screen.

Click on the “Connect” button to start the RemoteAssist session. For information on how to use the RemoteAssist tools, please see the “RemoteAssist” section in this document.


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4.3. Join Existing Remote Session If you wish to join an existing session already in progress by another Support Professional, you can click on the “Join Existing Remote Session” (See Figure 19).

Figure 19


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When the queue appears, Click on the “User Name” of the associate you wish to view. (See Figure 20)

Figure 20

When selected, you will need to enter the “Passkey” supplied to the original support professional that took the issue.


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Once a connection is established with the user’s computer, you will receive a confirmation notification. (See Figure 21) Figure 21

Following the steps above will spawn the RemoteAssist screen which is used to provide support. Instructions on how to use RemoteAssist are explained later in this document.


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5. AnalystAssist

When a RemoteAssist session is established, a new AnalystAssist window will open. (See Figure 22)

Figure 22

While the “Connection in progress, please wait…” text shows on your screen, the user you are attempting to connect to is being prompted to allow or deny access to their computer. (Please review instructions for Marriott associate seeking assistance from vendors by clicking here.) Tool Bar Options – Description of options on the tool bar. Customer Overview / Home – Allows you to gather OS information about user’s computers. RemoteAssist – Take over control of user’s computer. Manage Files – A Windows Explorer style view that allows you to copy, delete or re-name files from the user’s computer.



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5.1. Tool Bar Options Figure 23

The AnalystAssist main window contains the following main menus:

Login

Edit

View

Impersonate

Window

Help

The following sections contain brief descriptions of each menu and available menu items.

Login Menu

The following are the menu selections for the Login menu.

Close: Closes the window. This does not log the user out.

Logout: Logs out the user and closes the window.

Exit: Closes the application.

Edit Menu

The following are the menu selections for the Edit menu.

Cut Ctrl+X: Cut an item.

Copy Ctrl+C: Copy an item.

Paste Ctrl+V: Paste the previously cut or copied item.

View Menu

The following are the menu selections for the View menu.

Go To: Navigation control for previously viewed pages.

Refresh: Refreshes the current tab view or the active window. Refresh deletes unsaved information.

Reset: Resets the active window to the initial settings. Reset deletes unsaved information.


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Impersonate Menu

The following are the menu selections from the Impersonate menu:

Logged-On User: Allows you to connect to the user's machine by impersonating the currently logged-on user. This is the default option.

Off: Allows you to turn off the Impersonation feature for a particular session.

Admin User: Allow you to connect to the user machine by impersonating a user with administrator privileges. The analyst would have to enter the credentials of an admin user if he/she chooses this option.

NOTE: The impersonate feature does not apply to the RemoteShell and RemoteAssist tool. You can only impersonate a user if they have administrative privileges on the user machine. The analyst can also prompt the user for administrator credentials. All SmartIssue data collection, file, registry browse, execution of Support Actions from analyst side would happen in the impersonated user's context.

Window Menu

This menu contains entries for each open window within the Support Center. Some Consona products only include the main window, so in this case, this menu is irrelevant as it will only list the current window. Selecting a window item from this menu will navigate you to the selected window item.

Help Menu

The following are the menu selections for the Help menu.

Contents F1: Open help files for each tab displayed in the window.

Overview: Displays this help file for the menus, frame related items, and overview of SupportSoft DNA technology.

About: Information about the application.

AnalystAssist Connection Window Toolbar

This toolbar (See Figure 24) is only displayed in the AnalystAssist connection window that appears when you connect to an end-user's computer.

Figure 24

The AnalystAssist connection window toolbar has the following controls and displays:

1. Refresh: Refreshes the current tab view or the active window. Refresh deletes unsaved information.

2. Cancel: Cancel the operation or process currently in progress.

3. Reset: Resets the active window to the initial settings. Reset deletes unsaved information.

4. Status message box: Indicates progress of current Support Center process.

5. Results message box: Indicates the result of the last Support Center process.

6. Progress bar: Indicates that the window is still processing or loading information. It is similar to waiting for a Web page to open in a browser.


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6.1. Customer Overview / Home When a user has allowed access to their machine, you will be taken to the Home – Customer Overview section of AnalystAssist. (See Figure 25)

Figure 25

When the “Gather Info” button is clicked, the RemoteAssist application will gather information from the user’s computer and report it back in real time.


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6.2. RemoteAssist RemoteAssist allows you to remote control into the user’s computer and take over their screen.

Figure 26

When the initial screen comes up, click on the “Connect” button to spawn the RemoteAssist connection to the user’s computer. NOTE: We suggest using “8 bit colors” instead of “Normal compression” for a faster response time.


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A new window will spawn the RemoteAssist Viewer allowing you to control the user’s screen. (See Figure 27) Figure 27

When the RemoteAssist Viewer is loaded, a tool bar is also loaded for quick access to options available to you on the viewer. (See Figure 28) NOTE: If using an attended session, the web page loaded on the user’s computer MUST stay open to remain connected to the user. (See red box in Figure 27) Figure 28

1. Shuts down the user’s computer 2. Reboots the user’s computer 3. Logoff current user from computer 4. View mode only (locks Support Analyst’s keyboard and mouse from impacting user’s computer) 5. Refreshes the connection between your computer and user’s computer 6. Makes RemoteAssist viewer full screen on your computer (click again to remove full screen) 7. Ends RemoteAssist viewer session


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“Connection Option” is available to you by right-clicking the RemoteAssist top bar. An additional option that may need to change is the “Screen Refresh Rate.” (See Figure 29)

Figure 29

The “Screen Refresh Rate” is useful when connecting to a computer that is on a slow internet or WAN connection and the viewer does not fully display the user’s screen. To increase the rate of refresh, move the slider to the right.

NOTE: The higher the slider is set, the slower the speed of connection. No other options should be changed with these settings. NOTE: This options will default back to the original state once the RemoteAssist session has ended.


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6.3. Manage Files Allows you to perform the following actions in a Windows Explorer type interface:

Copy files to/from your computer to user’s computer by: o dragging and dropping o right-clicking copy and pasting o or using the shortcut keys to copy and paste (Ctrl-C & Ctrl-V)

Copy files from one directory to another on the user’s computer

Delete files and folders from user’s computer

Rename files and folders from user’s computer

Create folders on user’s computer

Rename files on user’s computer Figure 30


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7. My Account Preferences

7.1. Time Zone and Date Format Preferences Figure 31

This page allows you to set the local time zone and date offset used on your PC, which may be different from that used on your server (the server may be located in a different time zone). The default setting on this page is the server's time zone and date format settings. (See Figure 31)

Time Zone Offset: The server's default time location offset from the official UTC clock. The default used on this page for Analyst time zones is the server's setting. Adjustments made on this page only affect your local PC and should be set to your local time.

Date Format: The default date format for the server that is displayed in reports and anywhere else in the software interfaces that displays time. The time is stored in the database in UTC format, then converted to whatever is selected here. The default used here is whatever is set on your server. Available options are English - United States, English - United Kingdom (European standard), French - France, and Chinese - China.


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7.2. Modify Account To update your profile, enter/edit all the fields and click the “SUBMIT” button. (See Figure 32) To change your password, click on the “Change” link next to Password. (See Figure 32)

Figure 32


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To reset your password, you will need to input your old password, new password and confirm your new password. (See Figure 33) To conform to Marriott’s Password Policy, any new password must have the following:







Password must be changed every 30 days Figure 33


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Once your password is successfully changed, you will see a notification located at the top in red text. (See Figure 34)

Figure 34


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8. Account Policies To conform to Marriott International’s password policies, the following rules have been implemented into HDX Plus - Support Center:

Accounts that have existed for more than 90 days will be removed from the system. A new account will need to be created to gain access to the HDX Plus - Support Center.

User Name – 4 to 12 characters

Password –must have the following:







Password must be changed every 30 days

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