|
Signing into your
Account
- When
you first connect to our website at Mcsi-one.com, you will see our login
on the right hand side of the page.
Enter your username and password and click the “Log In” button.
|
|
- Once
you are logged in, the login will show a “Welcome!” followed by your
name.
|
|
- If
it is your first time logging on, you will be asked to change your
password. After you change your
password, you will receive a confirmation and will not see the message
again.
|
|
|
Creating a New
Support Ticket
- Must sign in, refer to “Signing into
your account”
- Please
note that when you do submit a new ticket, all communications will be
made via your e-mail.
|
|
- Located
to the top right hand corner is the “Support” link. Click on the link and you will be
redirected to the “Support” page.
|
|
- Under
the support options on the left hand side of the page, click on “Submit
a Support Ticket”. This will
redirect you to Knowledge Base where you can create a support ticket.
|
|
- Note: If this is your first time
submitting a ticket, you will need to log into Knowledge Base. Your username and password will be the
same as what you used for signing into our website. The login is located at the top right
hand corner of the page.
- Once
you are logged in, select the tickets button. After the page loads, select the
“Start a New Ticket” button.
|
|
- You
are now in a New Ticket page, and from here you can enter information
about yourself (Your name, phone number, e-mail).
|
|
- We
would like that you include a good time for us to contact you. Please include another person for whom
we can talk to (example can be your office manager) if you happen to be
gone when we attempt to contact you.
|
- Under
support category, please select the option that best pertains to the
issue you are having. The
following table describes the different severity levels.
|
|
|
Level One
|
Level Two
|
Level Three
|
|
Event Description
|
“Emergency” Situations:
At least an entire site is unable to complete work. This requires immediate action and a phone
call is preferred to ensure rapid response.
|
“Urgent” Situations:
At least one user is unable to complete their work, or
there is a security problem affecting PHI.
A phone call is needed outside normal business hours to ensure rapid
resolution. Tickets submitted within
business hours will have a prompt response.
|
“Normal” Situations:
No user is entirely blocked out of the system. This covers update requests, training
requests, and all other non-critical system help requests.
|
|
Event Examples
|
·
Company Network down
·
Any NextGen Server
down
·
Any RDP servers down
·
Entire site down
·
Catastrophic event requiring disaster recovery
·
Server infected
|
·
Single computer/user connection problems
·
Single (WPCS Owned) computer virus affecting
PHI
·
File restore/recovery requests
|
·
Updates
·
Feature installs
·
Training and help requests
·
Errors which do not prevent work from
continuing
·
User setup\creation
|
- In
the message body, please include if any error messages pop up and if
possible the entire message (or include a screenshot as one of the
attachments). If it is possible
please also include the process of how you got to the issue.
|
|
Viewing your Old
Support Tickets
- Must sign in, refer to “Signing into
your account”
- All
communications from the ticket system are automatically sent to your e-mail. However, if you happen to lose them you
can have them resent to your e-mail.
- Click
on the “Support” link on the top right hand corner of the page.
|
|
- Under
support options on the left side of the page, click on “Review Your
Support Tickets” under “Support Options”.
|
|
- Under
“My Tickets” you can see your past submitted tickets and their progress
in being helped.
|
|
Contact Us
- You
can use our “Contact Us” page which doesn’t require you to log in. This page will allow for you to
contact us via e-mail.
|
- Click
on the “Contact Us” link in the top right hand corner.
|
|
- In
the new page you can send us an e-mail including your information and a
description of the problem. You
also contact us at 503-726-4685.
|
|
Knowledge Base
- Must sign in, refer to “Signing into
your account”
- Knowledge
base contains solutions to our most common issues from our ticket system
and documentation. You can locate
it first by clicking on the “Support” link at the top right hand corner
of the page.
|
|
- On
the left side of the “Support” page, locate the “Support Options”. Here you will find a link that will
redirect you to Knowledge Base.
|
|
- From
the Knowledge Base Portal, you can search through previous support
tickets for possible solutions.
|
|
- If
you cannot find what you are looking for, you can submit a new
ticket. From the page you can
click on the “Tickets” link.
|
|
- If
you have used our support ticket system in the past, a history of your
previous submitted tickets will show up.
To submit a new ticket, click on the “Start a New Ticket” link.
- If
you would like all your previous tickets sent to you, click on the “e-mail
All My Tickets” link under “Actions” to the right of your past tickets.
|
|
- A
window will pop up where you can enter your e-mail and click send.
|
|
|
Changing your
Account Password
- You
will only be prompted to change your password if it is your first time
logging onto the MCSI website.
|
- If
it is your first time logging onto our website, three boxes will show up
where you will enter your current password and two boxes to confirm your
new password. Click on the
“Change Password” button once you have filled out all three.
|
|
- There
will be a confirmation that you successfully changed your password.
|
|
- If
you do forget your password, e-mail us at helpdesk@mcsi-one.com or call us
at 503-726-4685 and we will retrieve it for you.
|
|
