Service Console User Guide 4/18/2006
Service Console Guide
About this Guide
Purpose
The Service Console User Guide provides a functional overview of Service Console, a Web interface through which Unisys personnel and Clients can easily obtain comprehensive status summaries and details of open and closed service requests and selected orders. The Service Console is accessible though the eService portal, and provides customization capabilities at both the User and Administrator levels.
Scope
This guide contains the information and instructions needed to access and understand the basic functions of the Unisys Service Console application.
· Customizing Search Filters
· Customizing Summary Views
Audience
This guide was prepared for any User having access to the Service Console application.
F.A.Q.s
What is Service Console?
The Service Console is a Web interface through which Unisys personnel can easily obtain comprehensive status summaries and details of open and closed service requests and selected orders. The Service Console is accessible though the eService portal, and provides customization capabilities at both the User and Administrator levels.
Must I be Registered to Use Service Console?
All Unisys employees are automatically registered via their Unisys Active Directory account.
The User’s usercode is their Active Directory Usercode. This is in the form of where:
gggg = The user’s given name
ssss = The user’s surname
I.E:
The user’s password will be their Active Directory domain password.
The first time that a user accesses Service Console, a profile request form will be displayed. Clients will see the profile shown below on the left; Unisys Employees can only edit a subset of the fields as shown below on the right:
Review / complete the form and click Submit on the bottom
How do I Use Service Console to View Service Incidents?
After creating your customized filters and views (procedures on the following pages) enter your selections in steps 1 through 2 of the Service Console home page, then click on the “View Service Incidents” button.
Service Console Home Page
Service Console User Customize Functions Customization
To effectively use the Unisys Service Console, the user customize functions are available to all
Unisys employees via a series of tabs. This document describes the use of those interfaces.
Filter – Edit / Create
Purpose: To allow the User to create, edit, rename, or delete filters according to the personal preference.
When the Filter – Edit / Create tab is selected, the following menu appears.
What is a Search Filter? - Search Filters allow you to define the criteria used when selecting Service Incidents. Several standard filters are provided along with the flexibility to create your own personalized filters.
Filters displayed in an alternate color are inherited from your account hierarchy. These filters can be copied, but cannot be edited, deleted, or renamed. If you attempt to edit an inherited filter an error message will be displayed and the filter will display in view only.
Color Coding:
· Pink: Standard Service Console filters. Not editable.
· Blue: Filters for your account. Editable by account administrators.
· Green: Filters for your subaccount. Editable by subaccount administrators.
· Black: Your personalized filters.
Filter names are case sensitive and may only contain alphanumeric characters, underscores, hyphens, periods, dollar signs and embedded spaces. Leading and trailing spaces will automatically be removed and multiple contiguous embedded spaces will be reduced to a single space prior to use.
How do I create new Filters? - There are two methods of creating a new filter.
1. Create a new empty filter by entering a new filter name and clicking the ‘Create’ button.
2. Start from an existing filter by Highlighting the desired filter, Enter the name of the new filter, and click the ‘Copy’ button. The new filter will be an exact copy of the original. After copying you may edit it to meet your needs.
How do I Edit, Delete, or Rename a Search Filter? The individual user has the ability to edit, delete, or rename Search Filters that are color coded in Black.
Procedure:
1. Highlight the search filter you wish to take action on.
2. To Edit or Delete click on the appropriate button to perform the action.
3. To Rename, enter the new Search Filter name and click on the Rename button.
When editing a Search Filter the edit screen for the selected filter is presented allowing you to change or add the parameters.
Why do my new Filters not display on the main menu? - The menu tabs in Service Console do not refresh automatically. They retain the previous content until they are refreshed. To navigate to the top menu, or to refresh the top menu of a tab if you are already on it, click on the tab a second time.
View Edit / Create
Purpose: To allow the User to create, edit, rename, or delete Views according to their personal preference.
When the View Edit / Create tab is selected, the following menu appears.
What is a Summary View? - Summary Views allow you to define which fields are displayed. Thesort order is fully configurable. Several system Summary Views are provided along with the flexibility to create your own personalized views.
Summary Views that you have inherited are displayed in an alternate color. These Summary Views can be copied, but not edited, deleted, or renamed. If you attempt to edit an inherited Summary View an error message will be displayed and the Summary View will be displayed in view only.
Color Coding:
· Pink: Standard Service Console views. Not editable.
· Blue: Views for your account. Editable by account administrators.
· Green: Views for your subaccount. Editable by subaccount administrators.
· Black: Your personalized View.
View names are case sensitive and may only contain alphanumeric characters, underscores, hyphens, periods, dollar signs and embedded spaces. Leading and trailing spaces will automatically be removed and multiple contiguous embedded spaces will be reduced to a single space prior to use.
How do I create a new View? - There are two methods of creating a new view.
1. Create a new empty view by entering a new view name and clicking the ‘Create’ button.
2. Start from an existing view by Highlighting the desired view, Enter the name of the new view, and click the ‘Copy’ button. The new view will be an exact copy of the original. After copying you may edit it to meet your needs.
How do I Edit, Delete, or Rename a View? - The individual user has the ability to edit, delete, or rename Summary Formats that are color coded in Black.
Procedure:
1. Highlight the view you wish to take action on.
2. To Edit or Delete click on the appropriate button to perform the action.
3. To Rename, enter the new view name and click on the Rename button.
When editing a Summary Format the edit screen for the selected filter is presented allowing you to change or add the parameters.
Why do my new Views not display on the main menu? - The menu tabs in Service Console do not refresh automatically. They retain the previous content until they are refreshed. To navigate to the top menu, or to refresh the top menu of a tab if you are already on it, click on the tab a second time.
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