Bucks PSN Updata Self-Service Portal – User Guide Version 1.0

Bucks PSN Updata Self-Service Portal – User Guide Version 1.0
Bucks PSN
Updata Self-Service Portal – User Guide
Version 1.0
Updata Infrastructure Ltd
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The Updata Self-Service Portal
The Updata Self-service Portal is a web based online portal which enables our customers
to raise new support requests and view any outstanding or closed requests.
Who has access to the Portal?
The Bucks PSN Team requested that each School provide a nominated contact that has the
authority to request changes on the School’s behalf. The Bucks PSN Team will send the
Updata Self-service Portal login details to the nominated contact for each School. The
nominated contact will be responsible for the distribution of this login within their
organisation.
If you need to amend the nominated contact details for your School, please contact the
Bucks PSN Team at [email protected]
How do I access the Portal?
You can use the following URL to access the Updata Self Service Portal:

http://selfservice.updata.net/
What is the difference between an Incident Request and a Service Request?
When logging a new Support Request on the Updata Self-service Portal, you will have the
choice between logging a Service Request and an Incident Request.
An Incident Request should be selected if you are reporting a fault, for example:


Unable to send or receive emails
Slow internet connection
A Service Request should be selected if you are requesting a change or any work not
associated to a fault, for example:



Password reset
Unblock or block a website
Enable a port on the firewall
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Logging in to the Updata Self Service Portal:
Go to http://selfservice.updata.net/ and type in the Site ID and Password you were
provided by the Bucks PSN Team.
Click on Sign In
Viewing Incidents:
Click on the Show Incidents link on the navigator bar on the left hand side of the screen.
This will display all the open incidents for your site.
You can filter this list and search for closed incidents via the options at the top of the
screen.
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Viewing Service Requests:
Click on the Show SVC Requests link on the navigator bar on the left hand side of the
screen.
This will display all the open service requests for your site.
You can filter this list and search for closed service requests via the options at the top of
the screen.
Viewing Support Request Details (Incident & Service Requests):
You can view the full details and the latest update on each support request from the Show
Incidents or Show SVC Requests lists by clicking on the record you want to view.
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Logging a Support Request:
On the navigator bar on the left hand side of the screen click on the Log Support Request
link.
The contact details will be auto-populated with the information that is saved on the
Updata customer database. If these are not your contact details then please amend as
these will be the details the Service Desk will use to update you on your request.
Under the Type field please select whether this is an incident or service request. This will
determine which queue your request will be assigned too. Here is a quick reminder of the
difference between an incident and a service request:
An Incident Request should be selected if you are reporting a fault, for example:


Unable to send or receive emails
Slow internet connection
A Service Request should be selected if you are requesting a change or any work not
associated to a fault, for example:



Password reset
Unblock or block a website
Enable a port on the firewall
In the description field please fill in the details of the request or fault that you are
reporting. Please provide as much information as possible to ensure that your request is
completed quickly.
Click on the Save button
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FAQ Section:
On the navigator bar on the left hand side of the screen you will see an FAQ section.
This section contains all the user guides and FAQ sheets for the services we provide the
Bucks PSN customers.
Resetting your Updata Self-Service Portal Password:
Click on the Change Password link on the navigator bar on the left hand side of your
screen.
Type your old password in the 1st box and then type in your new password in the following
2 boxes.
Note: Password must contain at least 8 characters and be composed of a mixture or lower
case characters, upper case characters and numbers.
Click on the Save button.
If you experience any issues using this portal or have forgotten your login ID or password,
please contact the Updata Service Desk:
Updata Service Desk Team
Updata Service Desk Number:
Updata Service Desk Email Address:
08455 650 566
[email protected]
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