Hitachi Solutions

Introduction to the Client Portal User Guide V1.1

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Contents 1. Introduction .............................................................................................................................................................................. 3

2. Client Portal Homepage ......................................................................................................................................................... 5

2.1.1 Client Portal Homepage ................................................................................................................................................... 5

2.1.1 My Support Homepage .................................................................................................................................................... 7

2.1.3 Contact Us ......................................................................................................................................................................... 9

3. Updating your details ............................................................................................................................................................ 11

3.1 Updating your Details ......................................................................................................................................................... 11

4. Creating a new Request ....................................................................................................................................................... 13

4.1 Creating a new Incident .................................................................................................................................................... 13

4.2 Updating an Incident .......................................................................................................................................................... 16

5. Reviewing the Incident Status ............................................................................................................................................. 18

5.1 Reviewing an Incident Status ........................................................................................................................................... 18

6. Raising and Reviewing Service Requests ......................................................................................................................... 19

6.1 Raising and Reviewing Service Requests...................................................................................................................... 19

6.2 Tracking your Requests .................................................................................................................................................... 20

6.3 Raising a Deployment Request ....................................................................................................................................... 21

6.4 Raising an Environment Refresh Request ..................................................................................................................... 23

6.5 Raising a General Request .............................................................................................................................................. 24

6.6 Raising a Health Check ..................................................................................................................................................... 24

6.7 Raising a How to ................................................................................................................................................................ 25

6.8 Raising a Training Day ....................................................................................................................................................... 26

7. Approving Tasks in your Queue .......................................................................................................................................... 27

7.1 Approving Tasks in your Queue....................................................................................................................................... 27

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1. Introduction

This document is intended for use within the new Client Portal environment and can be used in conjunction with the associated training videos. It is a High-Level overview to allow Hitachi Managed Services clients to familiarise themselves with the New Managed Services Portal that replaces the previous Portal.

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2. Client Portal Homepage

2.1.1 Client Portal Homepage

At the URL provided, you will be able to view the Portal Home Page.

To Sign in please look for the following icon on the top left hand side of the page. Once you have clicked on the icon you will be brought to the sign in page, where you will be able to submit your credential’s to successfully log into the management service portal.

You will be provided with login credentials in advance of using the portal and once logged into the Portal, confirmation can be viewed as per the Banner Frame (Refer to Figure 1).

Figure 1.

The Banner Frame will display your name. If you click on your name it will offer you two options: to allow you to Logout or to view your Profile. The Profile selection will open a new screen where you can review/amend your details. Press the Save button to save any amendments made (Refer to Figure 2).

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Figure 2

Within the red banner you are presented with the options Home, Forums, My Support, and Contact Us. Click on these to go into each section.

Figure 3

At any point whilst in the Client Portal select the icon to be brought back to the homepage as displayed in Figure 1.

To help you to navigate to the most common page’s we have created buttons on the homepage as shown below. Clicking on these will direct you straight through to the requested page. The options are Create Request, Approve Request, View Open Requests and Unit Consumption Report.

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You will also notice the below icons on the home page which allow you to access the Hitachi, Linked in, Twitter and YouTube pages.

2.1.1 My Support Homepage Figure 4 illustrates the My Support page. This is the main route for viewing existing Service requests and for raising new cases.

Figure 4

Within the My Support page you will see the tab as shown in Figure 4.

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Once you click on the tab you will be brought to the following page as shown below in Figure 5.

Figure 5

To create a service request, you will need to select the type of request you require by clicking on the Case Type and you will see a drop-down list with the Service catalogue items as shown below.

Full details are given in section 4 of this document

Figure 6

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2.1.3 Contact Us Within the red banner you have the ability to click Contact Us which will bring you to the below page. Here you can Submit any questions which will go straight to our helpdesk team for review. Please fill in the white fields and click on submit.

Figure 7

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3. Updating your details

3.1 Updating your Details

As displayed in figure 1, in order to amend your details, select your name on the red banner. Then select profile and the page below (figure 8) will be displayed. You can amend any of the areas with a white background can be updated/amended. Once completed select Update to save the changes.

Figure 8

Within the Profile page you also have the option to change your password. As per figure 9 below once you have filled in the mandatory boxes, save your changes by clicking in the Change password button.

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Figure 9

On the profile page, you also have the option to change and confirm your email address as shown in the figure below. Once you have made the amendments, click in the button Change and Confirm email (as per figure 10).

Figure 10

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4. Creating a new Request

4.1 Creating a new Incident There are a few routes by which you can raising a new incident. One option is to go to My Support page and clock on Open new case (as shown on figure 4). Alternatively, from the home page click on the Create Request tab. With both routes you will be brought to the form below (Refer to figure11).

Figure 11.

1. Within this new case screen all the fields with a red asterisk are mandatory and require populating (Refer to Figure 11).

2. For the Business Service and Topic sections, click the magnifying glass and the appropriate

options will be available. It is important to provide as much information as possible to enable Hitachi to handle your incident in an efficient manner (Refer to Figure 11).

3. Adding a document to a case is achieve by clicking on the Attach a file - Browse button (Refer

Figure 12).

4. From the pop up browse window highlight the document you wish to upload and click open (Refer to Figure 12).

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Figure 12.

5. The attachments will appear at the bottom of the page on the request once submitted (figure 13)

Figure 13.

6. You can view the attachment by either clicking on the title under description or clicking on the arrow shown in Figure 14.

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Figure 14

Once you click on the arrow you can view the attachment as shown in Figure 15 below.

Figure 15

7. Once you have completed your incident, select Submit and a summary screen will be displayed confirming the creation of the case and the case number.

8. Once the case has been submitted, reopen the case and at the bottom of the screen you have the

ability to add people to the External Watch List. Those on this watch list will be copied in on all communications released about this case. To add contacts click on the associate button. The

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people listed will be those whom are already in the client log and registered users of the client portal. (Figure 16)

Figure 16

4.2 Updating an Incident During the lifecycle of your incident the State will change and the notes will be available to review. To update or add Add comments use the field provided and then select Update (Refer to Figure 17).

Figure 17

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5. Reviewing the Incident Status

5.1 Reviewing an Incident Status 1) There are a few routes for reviewing the Incident Status. One is via the home page. Within the Banner go to My Support – My open cases. Alternatively, on the home click on the View Open Cases Button (Refer to Figure 18).

Figure 18

Within the new screen a list of all the case’s you have raised will be displayed.

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6. Raising and Reviewing Service Requests

6.1 Raising and Reviewing Service Requests 1. There are various routes that can be taken. One is to go to the Create Requests button on the

homepage. Alternatively, within the Banner select My support and then Open New Case (Refer to Figures 3 and 4).

Once you are in the form you must select the type of request you would like to raise. Click on the type field and you will be presented with a drop-down list displaying the Service Catalogue options. Once a type has been selected the form will alter slightly to present the fields relevant to the type selected. As with the incident form, for all the types the mandatory fields hare marked with a red asterisk and must be completed in order for the new case to be saved. Incident Request Change Request Deployment Request Environment Refresh General Request Health Check How to Request Training Days

Change Requests are used where you would like a change to your existing functionality and your requirement is clearly defined. How to Requests are simple requests for advice on standard functionality. Throughout the Catalogue options, you can also Attach a document at the bottom of the form, following steps 4.1 Creating a new incident steps 3-5 When you have completed populating the screen press the Submit button (Refer to Figure19). Once the case has been submitted a pop up will be displayed to confirm the creation of the new case (as figure 20). You can add people to the External Watch List, as per 4.1 Creating a new incident, step 8.

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Figure 19

Figure 20

6.2 Tracking your Requests

You can review the status of your case(s) by selecting My Support on the home page which will display a screen with all your cases. You can view the status of your case(s) on this page.

Figure 20

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If at any point you need to add an additional note, select the case number and the notes will be available to review and update accordingly. To Add comments use the field provided and then select Update.

The form is very similar to an Incident screen, with the Stage, Activity/Notes (which can be collapsed or expanded), adding Attachments and External Watch list (Refer to Figure 21).

Figure 21.

6.3 Raising a Deployment Request

1. Within the Case Type Field of the Open a New Case form, select Deployment Request. Referring to 6.1 Raising and reviewing Service Requests.The screen is populated in the same manner.

2. The Deployment Request screen has the feature of Requested Start (Date/Time) which

is available by selecting the calendar icon. The option to select the desired date and time will become available for selection and pressing the green tick box will confirm your selection (Refer to Figure 22).

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Figure 22

3. Scrolling to the bottom of the page will display further options including associating the

cases to be included in the deployment by clicking on Associate button. (Refer to Figure 23)

Figure 23

Highlight the case to be added and select the Add button. The selected items will have a tick against the case. If you have accidently selected an item highlight it and press the X button to remove from the selected list. (Refer to Figure 24).

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Figure 24

4. When you have completed populating the screen press the Submit button. You will then receive a

confirmation that your request has been submitted.

6.4 Raising an Environment Refresh Request

1. Within the Case Type Field of the Open a New Case form, select Environment Request. Referring to Figure 11 6.1 Raising and reviewing Service Requests to complete the form.

Figure 25

2. When you have completed the populating the screen press the Submit button. The submitted screen will appear confirming the stages completed or due to be completed.

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3. Once you submit the case, please go into the case and you will see at the bottom of the screen you can add people to the External Watch List. These are people whom are already in the client log and registered users of the client portal.

6.5 Raising a General Request Within the Case Type Field of the Open a New Case form, select General Request. and complete the fields as show in figure 26.

Figure 26

Ensure in the Description field, you input as much information as possible for the request to be handled accordingly. When you have completed the populating the screen press the Submit button. The submitted screen will appear confirming the stages completed or due to be completed. Once you have submitted the request at the bottom of the screen you have the ability to add people to the External Watch List.

6.6 Raising a Health Check Within the Case Type field on the Open Request form, select Health Check and complete the fields as show in figure 27.

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Figure 27

Once completed press the Submit button. The submitted screen will appear confirming the stages completed or due to be completed.

6.7 Raising a How to Within the Case Type field on the Open Request form, select How To and complete the fields as show in figure 28.

Figure 28

Ensure that the Description field includes much information as possible for the request to be handled accordingly. When you have completed the populating the screen press the Submit button. The submitted screen will appear confirming the stages completed or due to be completed. Once you have submitted the request at the bottom of the screen you have the ability to add people to the External Watch List.

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6.8 Raising a Training Day Within the Case Type field on the Open Request form, select Training Days and complete the fields as show in figure 29.

Figure 29

For the Date training days requested? field, refer to step 2 (6.3 Raising a Deployment Request) with regards to updating the Requested Start (Date/Time). Once completed press the Submit button. The submitted screen will appear confirming the stages completed or due to be completed. Once you have submitted the request at the bottom of the screen you can add people to the External Watch List.

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7. Approving Tasks in your Queue

7.1 Approving Tasks in your Queue With the right permissions, you will be able to approve items which are awaiting approval. On the home page select Approve Request (Refer to Figure 30)

Figure 30

The following screen will list all the items which require your approval and there are two options to approve the tasks.

Figure 31

The first is to go to the Approve request button on the home page. Once you are on the page use the down arrow to open and Approve Request (Refer to Figure 31). This will take you to the request which requires approval, once you have approved or rejected the stage please ensure you update the case.

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Figure 32

Alternatively, you can double click on the Case and this will open a new screen offering further information on the item. Once more you have the ability to Approve, or Reject (Refer to Figure 32). If the item is approved, it will no longer appear in the Approver screen

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Change History

Date

Version

Change Reference

13/03/2017 V1

20/3/2017 V1.1 Updated post addition of screenshots

About Hitachi Solutions As Hitachi, Ltd’s (NYSE: HIT) global solutions company, with operations in the United States, Europe and Asia, Hitachi Solutions is a recognized leader in providing industry solutions based on Microsoft Dynamics AX and Microsoft Dynamics CRM. Hitachi Solutions provides its customers with industry focus, software industry domain expertise, and proven tier-1 people. Hitachi Solutions works with its customers to understand their unique formula for success and develops solutions that improve their business and attain measurable results. Hitachi Solutions was recognized multiple times as Global Partner of the Year for Dynamics AX and Dynamics CRM.

About Hitachi, Ltd. Hitachi, Ltd, (NYSE: HIT / TSE: 6501), headquartered in Tokyo, Japan, is a leading global electronics company with approximately 390,000 employees worldwide. Fiscal 2007 (ended March 31, 2008) consolidated revenues totaled

11,226 billion yen ($112.2 billion). The company offers a wide range of systems, products and services in market sectors including information systems, electronic devices, power and industrial systems, consumer products, materials, logistics and financial services. For more information on Hitachi, please visit the company’s website at http://www.hitachi.com

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