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1. Please use an image of size width 426 Height 67 Apply Restore Defaults Remove BA 8 0 Rev04112008 28 BridgeAccess User s Manual In the Viewer Type drop down menu select which viewer you want your Customers to see when viewing their reports You may choose either ActiveX Viewer or Html Viewer ActiveX Viewer is the report viewer used with Active Reports If you select this Report Type when your Customers run the Issue report they will be prompted to install the ActiveX Viewer Internet Explorer Security Warning Do you want to install this software Name ActiveReports 2 0 Viewer Activex Publisher Data Dynamics Ltd more options While files From the Internet can be useful this file type can potentially harm your computer Only install software From publishers you trust What s the risk When the ActiveX Viewer is installed the Issues Report will be displayed as shown in the example below B S en Da omaan AAAA O Bak Foen Eee Sees eee ees Poe es Pee ee ox X TRACK INV CORPORATION 11 14 2005 2 25 48 PM Issues Report Issue No 90 Received On August 24 2005 Status CLOSED Date Time gt 8 24 2005 8 55 17 AM Activity Type 100 Dollar Per Hour Activity Cost 2600 Activity Note Time Spent fe eae Activity Billable No Entered By Date Time gt 11 8 2005 7 55 10 AM Activity Type Issue Closed Cast O BA 8 0 Rev04112008 BridgeAccess
2. M y rte ar ermer 30 BridgeAccess User s Manual The Next Generation of BridgeTrake 2 BridgeAccess User s Manual 2008 ScriptLogic Corporation All rights reserved BridgeAccess and BridgeTrak are trademarks of ScriptLogic Corporation BridgeAccess User s Manual and BridgeAccess software is furnished under license and may only be used or copied in accordance with the terms of such license This user s guide and BridgeAccess are proprietary to ScriptLogic Corporation and contain certain confidential information and trade secrets of ScriptLogic Corporation which are protected by United States and International laws and treaties The content of this user s guide is furnished for informational use only is subject to change without notice and should not be construed as a commitment by ScriptLogic Corporation ScriptLogic Corporation assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual Unauthorized duplication or distribution of this material is strictly prohibited All data reports and information are the sole property of ScriptLogic Corporation Except as permitted by such license no part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic recording or otherwise without the prior written permission of ScriptLogic Corporation All other trademarks are the properties of their respective owners
3. ssssessseeeeneesssssssssssssssee 5 Customer Logon WindOW ccccccccsssssssssessseeeeeees 12 Customer Registration ova cuxtisigovessntatontisienmones 8 Customer Registration and Validation 008 6 Customer Validation Window ssssseeeeeeeees 10 Customize Layout Window ssseseseeeeeeeeeeees 32 Default Value Col Mi enira 32 Define Layouts WindOW ccccsssssssessseeeseeeeeeeees 31 Definim Way Outs crea eee ate es 31 32 Delete ColuM a a a2 Deny Delete Buttle ee hie ecaetieeaass 11 Deny Retain Button ccccsssssssseseeeeeeeeeees 12 Display Message Board Option 18 19 20 PGi TSSUCS nons 39 a ot bd Bs 0 aeeeeeeeenrie emer renee tetera mre cee ery nt eae 18 Field Name Colum aeara aa 3 Fields PUIG IC Tienes E E E 45 CALC SOV iore E N T 44 company information eeesesssssessssssseeeeeeeessssssss 18 company WEDSILE ssi Reali eaies 18 19 24101691 AG oan an enue ewe S 18 POM Ci AN laddies Sann tani sidvassuaaee 16 PE OMA MAIC gaia a a 16 TSS We TNO 85 ie es 1i85 a See aaa oi easslotann ancl dee Jana Wdanines 36 BA 8 0 Rev04112008 SCIOS M ee ER 8 lay OUENAING aie a sates 32 OSINA AC eioen EE 7 Doon eaan a 13 Message SUD CCl asera e esee 17 DASSW OLA E E E 13 17 POUC MAING sania ae a RA 45 SCALCITOM smsssapsngonccuesaeneanaeasiacateeandsianeqiescasauptelaneed 45 Sear Do ee arrean E E 45 search knowledge base for word s or phrase 45 Sele
4. below Click on the file that you want to use for the logo and then click on Open The path and file name will appear in the Look in 4 we My Recent Documents Desktop Ve My Documents or My Computer My Network Places Q My Documents Name gt elbr gif 2 emaildetails gif e emailhistory jpg emailhistorytab gif emaillog gif emaillogbr gif e emailqueue jpg emailqueueicon gif emailqueuewindow gif emailsettings gif emailsettings jpa emailsettingswindow gif wh emailsetup doc s emailsetup jpg lt Size 13 KB 12 KB 123 KB 19 KB 13 KB 13 KB 99 KB 2 KB 16 KB 15 KB 37 KB 15 KB 95 KB 75KB Type GIF Image GIF Image Paint Shop Photo Al GIF Image GIF Image GIF Image Paint Shop Photo Al GIF Image GIF Image GIF Image Paint Shop Photo Al GIF Image Microsoft Word Doc Paint Shop Photo Al File name v Files of type IS oes a vi 3 AIA X Gy EA Toos Date Modified 10 28 2005 9 10 14 2005 7 10 18 2005 1C 10 13 2005 11 10 13 2005 1 10 28 2005 9 10 18 2005 1C 10 14 2005 6 10 14 2005 6 10 25 2005 12 9 6 2005 10 1 10 25 2005 12 9 6 2005 8 31 9 6 2005 8 29 gt Cancel Browse box on the Logo Settings tab Click on Select and then click on Apply BA 8 0 Rev04112008 BridgeAccess User s Manual 23 Your organization s name
5. BA 8 0 Rev04112008 BridgeAccess User s Manual 3 Contents LI OVEl VIEW isona a aa a 4 2 Logging into BridgeAcCcCesSS iis siiiticcscssicerviareseaarescs trrteredcicetceiiee tecctvdetidutneatncetwens 5 2 AL ZOOGING IMAS a CUSTOM nenna aE ard adet nian caudead ean Ree teee nag enaaad 5 2 1 1 Customer Registration and Validation ccccc cece cc ceeee eee eeeeeeeeeeeeeneees 6 2 1 1 1 Validating Customers to use BridgeACCESS ccccceeeseeeeeeeeeees 7 Zi Lid 2 CUSTOMER Registrasie e oaa unas endan dan edna 8 2 2 LOGGING IN AS AN Administrator cece cece cece eee eee e seen eset ee eeeeeeeeeeeeeeteteneeeaes 12 3 Customizing BridgeAccess for your Organization and your Custome rs sceess 14 I SY SCCM ODUIOMNS oaa aa cms T AAE Rie ean aaa ala aa 14 3 dock Etiall COnNOUratlON sinccaeniwneteaacaee A E A Aeri 16 Py ae Cl ai ol li Ba ere ne rere rate rire Crone ance ea a oo CT cee ae 18 3x3 LOGO SENOS FID aE E ns aa alas 21 3 1 4 Issue Activity Settings Tab ccc ccc ccccc cece ee eeeee cess eeeeeeeeeeeeeeeeesnaaes 24 3 415 REDON S ClUNGS TaD enia A ANE E T E EAEE AR 27 4 Defining Layouts ssec een ener aerate 31 4 1 Defining a New LaAyOUtl cc ccccceccccee sees cence eeeeeeeseeeeeeeeeeeeeaaeeeeeettsseeggennenegs 32 4 1 AGGInG Fields to a LAVOuUl iis anarictiarea saan E EE E TETEA N EA 33 A Ne SCOUCNCING FICIOS S meen aier a brauaaintaaeen ans 34 4 1 3 Assigning BridgeAccess Layouts to COM
6. Inc Titan Software Inc Titan Software Inc Titan Software Inc 30 Titan Software Inc Titan Software Inc Titan Software Inc Titan Software Inc oO oO O O oO O O O O Check All Uncheck All Research amp Development Adam Cox January 17 2005 Track Sales Low Averatec No Research amp Development Adam Cox January 17 2005 aschmitt Track Sales Medium Brother Fax Research amp Development Adam Cox January 17 2005 asharpe x Track QA High Canon Print Research amp Development Adam Cox June 02 2005 Track Budget High Canon Print Research amp Development Adam Cox August 23 2005 Research amp Development Adam Cox August 24 2005 Research amp Development Adam Cox August 24 2005 1 Research amp Development Adam Cox August 24 2005 Research amp Development Adam Cox August 24 2005 Research amp Development Adam Cox August 24 2005 Page of 3 Viewty Print Selected Issues Print All Issues The settings for the report are determined by the BridgeAccess Administrator On the Report Settings tab you can select the Report Type Viewer Type and any graphic files you would like to include in the header of the report e g your organization s logo When you click on the Report Settings tab BridgeAccess will display the window shown below Report Type Viewer Type Report Logo xX Current Report Logo Image Report Settings Report Type Standard Viewer Type Activex Viewer
7. Research amp Development Adam Cox January 17 2005 aschmitt Track Sales Medium Brother F Titan Software Inc Research amp Development Adam Cox January 17 2005 asharpe Track QA High Canon Pr Titan Software Inc Research amp Development Adam Cox June 02 2005 Track Budget High Canon Pr Titan Software Inc Purchasing Terry Carrick June 17 2005 Track Sales High Titan Software Inc Quality Assurance Walter Cobb June 23 2005 Track Budget Medium Titan Software Inc Research amp Development Adam Cox August 23 2005 Titan Software Inc Research amp Development Adam Cox August 24 2005 Titan Software Inc Research amp Development Adam Cox August 24 2005 C O oO O oO Pi oO O O O Titan Software Inc Research amp Development Adam Cox August 24 2005 Page of 3 Check All Uncheck All From this point your Customers can edit view and print their Issues BA 8 0 Rev04112008 BridgeAccess User s Manual 39 5 1 1 Editing Issues To edit an Issue select it in the View Issue window by checking the box in the left most column of the grid After the Issue has been selected click on the View button at the bottom of the window BridgeAccess will display the View Modify Issue window shown below View Modify Issue Issue Number 91 Issue Activities Attachments Issue No 91 Company Titan Software Inc Department Research amp Development v Customer Received On 8 24 2005 8 57 18 4
8. and Message to be displayed in BridgeAccess you must specify to do so in the Manage Message Board window in BridgeTrak for Windows or Web This window is shown below Manage Message Board Title View Option Start Date Time End Date Time Server Going Down for Scheduled Ma 7 14 2005 12 00 AM 12 31 2005 11 59 PM New Activity Types have been added 7 14 2005 1200 4M 12 31 2005 11 59 PM Edit Kemma Software Introduces BridgeTr 7 18 2005 12 00 AM 12 31 2005 11 59 PM Delete Set Sequence Close In the Manage Message Board window click on the Message that you want to display in BridgeAccess and then click on Edit BridgeTrak will display the Message Edit window shown below BA 8 0 Rev04112008 20 BridgeAccess User s Manual Message Edit Message Details View Option Both Title Headline BridgeTrak dgeTrak 7 0 BridgeAccess Both Message Kemma Software Introduces BridgeTrak 7 0 BridgeTrak keeps your Support Center running smoothly and efficiently by automating all aspects of Issue Management BridgeTrak offers maximum flexibility accessibility scalability required for today s fast paced support operations Date Entered 7418 2005 10 24 AM Start Date Time 7418 2005 12 00 AM End Date Time 42 31 2005 11 59 PM From the View Option drop down menu choose one of the following Choose To BridgeTrak Display the Headline and Message in BridgeTrak only BridgeAccess Display the Hea
9. and logo will now appear on the BridgeAccess windows The example below shows the sample Company s X Track Corporation name and logo OOrsrsacsf CORPORATION Welcome Today is Tuesday Nov 01 2005 BridgeTrak User Logon Name ah B Click here if you are a Bridge ccess User Help Desk Software Powered by BridgeTrak Suite BA 8 0 Rev04112008 24 BridgeAccess User s Manual 3 1 4 Issue Activity Settings Tab You may not want your Customers to be able to view all Activity Types that you have defined in BridgeTrak The Issue Activity Settings tab enables you to select the Activity Types and Activity Fields that you want to permit your Customers to view When you click on the Issue Activity Settings tab BridgeAccess will display the window shown below Activity Types Setting Select Actifity Types by moving them to the right 100 Dollar Per Hour Acti Bug Correction A Cost Per Incident Activit Bug Detection FLDCHG_IS_STATUS Cancel Issue Customer Note Enhancement Reques Install Hardware Part Meeting Internal Meeting With Custo Activity Fields Setting Use up and down arrows to change the sequence Date Time K Activity Type Cost Of f Activity Note Save Close The top portion of the window allows you to choose the Activity Types that your Customers will be allowed to view Activity Types Setting Select Actifity Types by moving the
10. give your Customers access The Custom Fields tab show the custom Issue fields defined by your organization in BridgeTrak for more information see Custom Fields in the BridgeTrak User s Manual Place a check next to each field that you want to add to the Layout on both the Regular Fields and Custom Fields tabs and then click on Save BridgeAccess will add the new fields to the grid in the Customize Layout window Complete the selections in the grid columns for the new fields BA 8 0 Rev04112008 34 BridgeAccess User s Manual 4 1 2 Sequencing Fields After selecting all of the Issue fields that you want to include in your Layout you can sequence them in any order that you like The order that you select will be used horizontally from left to right when your Customers view Issues and vertically when you Customers submit Issues as shown in the examples below Viewing Issues Example Titan Software Inc Research amp Development Adam Cox January 17 2005 Track Sales Low Averatec t Titan Software Inc Research amp Development Adam Cox January 17 2005 aschmitt Track Sales Medium Brother F Titan Software Inc Research amp Development Adam Cox January 17 2005 asharpe Track QA High Canon Pri Titan Software Inc Research amp Development Adam Cox June 02 2005 Track Budget High Canon Pri Titan Software Inc Purchasing Terry Carrick June 17 2005 Track Sales High Titan Software Inc Quality Assurance Walter Cob
11. have been attached to the Issue To attach a new file click on Browse BridgeAccess will display a standard Windows directory Click on the file that you want to attach and then click on Open BridgeAccess will display the path and filename in the Select File field on the Attachments tab When the file name is displayed click on Attach File The new file name will then be displayed in the File Name list To view an attached file click on it and then click on View BA 8 0 Rev04112008 BridgeAccess User s Manual 41 5 1 2 Submitting Issues To submit an Issue click on Issues Submit New Issue BridgeAccess will display the Submit New Issue window shown below Issue No 207 Company Titan Software Inc v Department l Customer Adam Cox Received On i 1 8 2005 9 38 30 4M v Assigned User Category v Priority v Asset v Summary Add Note Save Close The fields that have been defined in your Layout will be displayed When you have completed entering information in the fields click on Save If any required fields have been left empty BridgeAccess will display a message like the one shown below Microsoft Internet Explorer A Please specify Department If you want to add an Activity note to the Issue click on Add Note BridgeAccess will display the Add Note window shown below Add Note Issue No Save
12. seare marte lesie ninen a nee Ea 46 knowledge base search cccccssssssssseseeeeeeeeeeees 44 knowledge base search resullt ccceeeeeeeees 45 manage message board ccccssesseeeeeeeeeeeeeeeeees 19 Messagem ed n E 19 more search criteria sesseeseeeeeeessssssssssssssese 37 registered Customers ccceeececcecceeeeeseseeeseeeeeeeeeees 9 PE SIS ALION ea ace deseiawieeaSiae 5 8 submit NEW ISSUC cccssseeeessseeeseeeeeeeceeeeeeeeeeaaas 41 system Options esssssssssssssseeeereressssssssssssssssee 14 15 BA 8 0 Rev04112008 50 BridgeAccess User s Manual ST SOUND ia cas eet lee sieeo secede teeta WAC We ISSC Ws vassal stastewes A BA 8 0 Rev04112008
13. BridgeAccess i Here iz the logon name and password to login to our SelfService ar Forgot Password Message Help sieou may change your password once you login Customer Registration Subject Your Registration has been successful x Enclosed is the Login Information Please store then in your records al Customer Registration Message Customer Approval Subject Your Registration has been approved four registration to BridgeAccess has been evaluated and approved Customer Approval Message You will be able to connue to submit any isses using BridgeAccess E Bridge ccess Self Help System al Signature Block Kemma Software E Email is a critical component of BridgeAccess When a Customer registers for self help through BridgeAccess they receive an email to notify them of their successful registration and ultimately approval If they forget their password they are notified via email of their new reset password Knowledge Base articles can be forwarded by email which facilitates greater communication between Customers For all of these reasons it is essential to properly configure your email parameters on the Email Configuration tab of the System Options window On this tab you will configure the following fields Field From Name From Email Address SMTP Server Authentication Checkbox BA 8 0 Rev04112008 Description Enter the name that you want to display in the From line of your email message Enter the add
14. Close BA 8 0 Rev04112008 42 BridgeAccess User s Manual If you want to attach a file to the Issue click on the Attachments tab BridgeAccess will display the window shown below Issue l Attachments No Data To Display Click on Browse and BridgeAccess will display the standard windows directory like the one shown below Choose file Look in E My Documents e ex Ee afsexample gif atttab gif aft gif atwindow gif My Recent alloptions gif autoresponse jpg Documents alreadydb gif badregistration jpg approved gif WM BAEBugReport080905 doc artfromissue cif W BAEBugReport081205 doc AssetFile jpg Wi BAEHelp2 doc gt assetlink gif A BAEHelp2 pdf wh assetmanagementsection doc H BAEHelp doc p assetmanagementsection pdf ps BAEHelp pdf s AssetRecord jpg WF BAEHelpCompressed doc assigneduser gif W BAEHelpWithGIF doc S ast gif BAERulesList jpg at gif W BAEUserGuideNEW060205 doc atsexample gif W BAEUserGuideNEW080205 dac S gt My Network File name PO Places Files of type fan Files v Cancel BA 8 0 Rev04112008 BridgeAccess User s Manual 43 Click on the file that you want to attach and then click on Open BridgeAccess will display the path and file name in the Select File field When the file name is displayed click on Attach File The file name will be di
15. E dene ean ceein tes edewten Sauconateeees 8 Layout Name ccin eiiciececea eater eae Layouts addin ACIAS 10 cerar t 33 assigning to COMPANIES wi sslersesecesesesrccadeetdeeveaaGn 35 STUDS ann a asieas 31 32 SEQUENCING TEAS IN a a 34 Logging in as an Administrator ccccccecceeeeeeeeees 12 Logging Into BridgeACCeSS ccssseeeseeseeeeseeeeeeees 5 AS AsCUSLOMEL E E 5 as an ACUUTISE AlOM esi sncces es itaniaicienrinas tevin sees 12 Losin Name Field annoa necanvee ck dovestaataiies 7 Logon Forgot Loson NaMe usanne ea 18 TOS ON NAME Torere e onn eae ieee eine 13 ISOS ON SCTCCN Lodo senan ius Baca ee 21 Logos ih et2 06 al E ere Te eterna EE E Tene Chou MeN rena tr 21 IOS OM SCE CCI as erect E erence ew eacise 21 MO POL weit srareuestecxeenionssvardeecen Vasudeva ote cveateaynudeecer veconieus 29 Manage Message Board Window ccsseeeeeeees 19 Match No Match Indicator c cc cceeseeeeeseeeeeeeeees 10 Message Edit Window cccccccssssssssesseeeeeseeeeeees 19 Message SUDICCU aroraa erT 17 More Search Criteria Window s sssseeeeeeees 37 Must Change Password Option 00 sssseeeeeeeees 8 Open Customer Setup Window After Validation 6 0 LG ener on n ORrreta or mnET Aire grrr tenner tt 1 PASS WO sess hs acto ieee ele ate ea 13 17 POLCOLP ASS WOIC essan R 18 Passwords Canote Nano erence Gaels 8 MUS 1 MANOS e a Deena se iauua an ais 8 Print All Issues Butt
16. M Assigned User Category Priority Asset Summary All fields that have been defined in the Layout are displayed The fields that the Customer is not permitted to edit are disabled The Activities tab shows the Activities that are associated with the Issue Only the Activities with the Type s specified in the Layout are displayed Date Time Activity Type Time Spent Activity Billable 11 8 2005 8 37 36 AM Enhancement Request 3 00 00 11 8 2005 8 38 00 AM Bug Correction 1 00 00 10 19 2005 8 38 24 AM Bug Detection 5 00 00 9 29 2005 8 38 51 AM Install Hardware Part 000 5 00 9 20 2005 8 39 20 AM Meeting With Customer 000 3 00 11 2 2005 8 39 49 AM Telephone Support 000 3 00 Activity Total Time 9 11 00 BA 8 0 Rev04112008 40 BridgeAccess User s Manual On the Activities tab if you want to add a note click on Add Note BridgeAccess will display the Add Note window shown below Issue No After typing in the note click on Save The new note will be saved in BridgeTrak with an Activity Type of Customer Note as shown in the example below Date Time Activity Type Days Minutes Billable Activity Note Pra A When the Customer clicks on the Attachments tab in the View Modify Issue window BridgeAccess will display a window like the one shown below alloptions gif The window displays all files that
17. PANIES cece ceceee cece eeeneeees 35 D VIEWING PSSUCS iis E E E creates Ea aaa 36 SLNE VIEW SSUC WNdOW onice a a TE E a nie bepiees 38 Se LEUNG SSUCS nean ae a a EEr 39 De EZ SUD MIRUING SSUCS rerea TE E E EEE T AEA 41 6 TNE Khowledge Base c irisrciinna aa N aa aa aaa 44 BA 8 0 Rev04112008 4 BridgeAccess User s Manual 1 Overview BridgeAccess is a self help solution for your Customers It provides them with an online interface to your help desk offering user friendly navigation and easy access to their Issues and your organization s BridgeTrak Knowledge Base Through a standard internet connection and browser an unlimited number of your Customers can e Enter new Issues e Monitor the Status of their Issues e Perform Queries on their Issues e Access your BridgeTrak Knowledge Base By affording your Customers these capabilities your organization can e Control costs by reducing the number of phone calls your technicians must answer e Reduce the number of new Issues by providing self help via access to your BridgeTrak Knowledge Base e Reduce the number of Status phone calls by enabling your Customers to check on the Status of their Issues without calling your help desk BA 8 0 Rev04112008 BridgeAccess User s Manual 5 2 Logging into BridgeAccess You can log into BridgeAccess in one of two capacities Administrator or Customer When you log in as an Administrator you have the ability to es
18. R 44 Submit New Issue Window cccccceceeeeeeeseseeeeeees 41 SUDMINASA 41 SVStET OC PUOMS ei n 14 System Options Window c ccccceceeeeeeeeeeeees 14 15 Issue activity settings tab inicis 24 loso SEUNG S LAD rareori oka EO 21 Epor setes ta Diron 21 Time ieee a rE 36 User Sep WAN OW isorosi iner 13 Validating Customers to Use BridgeAccess 7 WV ICAL LOM oeroet a aavseac nonce sanutoseuenteo us tants 6 N IOW sare ete ee ape ret E 36 View Company Issues Option 0ccceeeees 8 11 View Department Issues Option cccccee 8 11 View Issue Wind Wiesel Gita eae 38 View Issues Window cccccccccccccssssssssssssssseeeeeeees 36 View Location Issues Option 0ssseeeeeeees 8 11 View Modity Issue WindOW ssseeeeeeeeeeees 39 activites Ta Doueen ian ERE NE 39 attachments taD ioietan ven eoeevavees 40 TS SS aD cna N 39 Viewer Ty PE aan EES 28 Viewing ISSUCSscnierec ron a aE AERES 36 Windows add fields eean oea iaucncudencee veensicnvavess 33 chanso SeqUCNCe uaaa ae 34 COMPANY edi e att eae 35 COM ACES oan encat casts toes vee ne se erncisstad sites 19 CUSLOMED CCIE stcutenri a f CUSLOMMET IOS i a a S 5 CUSLOMEr 108 OD ssa eal aO 12 customer Val CatlOM cts cesssiavessaceadentteateciclevtacsiasts 10 c stomize lay OU coskaxcnedearatevonsacmnlensonnanatstotencnaaate 32 deine Tay OUUS asni a 31 forgot logon name and or passwotd 0000008 6 KB
19. Trak These procedures are detailed in the sections that follow BA 8 0 Rev04112008 BridgeAccess User s Manual 7 2 1 1 1 Validating Customers to use BridgeAccess As mentioned earlier Customer validation for BridgeAccess is done in BridgeTrak To validate your Customers to use BridgeAccess in BridgeTrak click on Setup Customers Select the Customer that you want to validate and open the Customer Edit window shown below Customer Edit Customer Name llen Singer Inactive CompanyName Marino Associates 2 Title Customer Service Representative Location Name Primary Phone 213 672 8570 0 S Department EI Secondary Phone 213 672 2482 Address 1 578 Orchard Drive Mobile Number 213 672 1736 Address 2 On Fax Number 213 672 109 City jLos Angeles Email lesinger marino com State Province ca Postal Code 30001 Country USA Issue History Customer Comments Click on the BridgeAccess tab and BridgeTrak will display the window shown below f amp General E Custom Fields 2 Grant Customer BridgeAccess Login Privilege Logon Name Password J amp Attachments A Contracts Products E Assets Cannot Change Password View Companylssues Must Change Password View Department Issues User can login with the following Active Directory account View Location Issues Last Login Complete the information on the BridgeAccess tab usin
20. User s Manual 29 Notice the toolbar at the top of the viewer By using the ActiveX Viewer your Customers are offered more viewing options than those available with the Html Viewer An example of the Html Viewer is shown below Export A N Go To 1 of 1 W Brn O KX X TRACK CORPORATION Issue No 90 Received On August 24 2005 Status CLOSED Activities on Issue Number 90 Date Time gt 6 24 2005 6 55 17 AM Activity Type gt 100 Dollar Per Hour Activity Cost gt 2600 Activity Note Time Spent ESA Activity Billable No Entered By Date Time gt 11 6 2005 7 55 10 AM Activity Type Issue Closed Cost le Activity Note Issue Closed by Customer acox Adam Cox Time Spent gt 000 00 00 Activity Billable No Entered By Activity Total Time In the Report Logo pane you can personalize your BridgeAccess reports by including your organization s name and logo at the top of the report The size of the graphic file should be Width 426 Height 67 To select a graphics file click on Browse BridgeAccess will display a standard Windows directory like the one shown below Choose file Look in E My Documents e ex E activityentered gif addingact gif activitylog gif addissue gif My Recent activitynoteadd gif afs cif Documents activitynoteedit gif afsexample gif activitytab gif aft gif activitytypes gif ainuse gif activitytypessetting gif
21. _105529 txt BridgeAccess User s Manual 47 From here you can open and view any Attachments associated with the Article At the bottom of the Article is the following prompt Having your Customers respond to this prompt will help to keep the Knowledge Base as informative as possible BA 8 0 Rev04112008 48 BridgeAccess User s Manual Index PCO VIG WCF cacansataadatisooncansatanauionastgastadtusocanesnsnnes 28 Add Fields BUO ae 33 Add Fields WindOW cccccccccecccecssssseeessesseseeeeeeees 33 Add N te B ttOl asenn EA 40 41 Adding Fields to a Layout cccccessseesseeeeeeeeeeeeees 33 Approve BUTON cocsssstcecssanrcesroemaandeatuseearccseetiannandas 1 INTUCIC LD sderecccccastorvectsiasiennnenetaan essed neues tunes 45 Assigning Layouts to Companies ccccceeeeees 35 Attach File Button scccccseccsaccciccescssdeccsavcvecaiestans ess 40 43 Cancel BOM sao eee E EE 12 Cannot Change Password Option cc ssseeeeeeees 8 CALS OP eea E EN 44 Change Sequence Button ssssseeoseeeeeeesssssssssseee 34 Change Sequence Window ccccsssssssesseeeeeeeeees 34 Click Here if You Are a BridgeTrak Administrator Enkin tetanic aeeana ts 12 Company Edit WindoW 2i ccestlicna ns Guaad 35 Company morma oN oe a hea 18 Company Websie recrea enna 18 19 Contact US Window eieiei E Butts 19 CustOMm S E E E E T 33 Customer Edit Window eraa i a Na fi Customer Login Window
22. alloptions gif acttottime gif aman gif addaddress gif amma gif addass gif ana gif addasset gif and gif addassman gif anoteadd gif addasspop gif apc gif addcustomer gif apcpop gif addcustomerpop gif art gif a i gt My Nanok File name Po Places Files of type fan Files v Cancel BA 8 0 Rev04112008 30 BridgeAccess User s Manual NOTE Any type of graphics file that is supported by Web Browsers can be used for the Report Logo We recommend the gif and jpg file types These are the most common and provide the best resolution when viewed using a browser Click on the graphics file that you want to use for the logo and then click on Open The path and file name will appear in the Browse box Click on Select and then click on Apply Your organization s name and or logo will now appear on the BridgeAccess reports The example below shows the sample company s X Track Corporation name and logo xX X TRACK IXY CORPORATION Issue No 8 Received On gt January 17 2005 Activity Total Time 000 00 00 BA 8 0 Rev04112008 4 Defining Layouts BridgeAccess User s Manual 31 Because you may not want all of your Customers to be able to view the same Issue information BridgeAccess enables you to define layouts on a per Company basis When you initially log in to BridgeAccess the Define Layouts window will be displ
23. ation process and return to the Registered Customer window 2 2 Logging in as an Administrator When you open BridgeAccess in your web browser the Customer Logon window is displayed Customer Logon Name 29 Register Forgot Logon Name and or Password Click here if you are a BridgeTrak Administrator To login as an Administrator click on the_Click here if you are a BridgeTrak Administrator link BridgeAccess will display the Administrator login window shown below BA 8 0 Rev04112008 BridgeTrak User Logon Name Password Submit Clear BridgeAccess User s Manual 13 In the Logon Name and Password fields enter your logon name and password as defined in the User Setup window in BridgeTrak shown below User Setup Edit Full Name Chares Cane S Primary Phone 412 372 3880 2 C C Primary Email lccane xtrackcom Secondary Phone 412 653 4614 AitNotifyEmal Mobile Number 412 825 4267 IM Address fC OS Fax Number 412 372 3879 IM System o O O Inactive pe foups and Privileges Comment Logon Name ecane 7 Allow Windows Login Password esea Allow Web Login Allow BridgeWeb Lite Login Active Directory User Account Locked User must change Password Last Logon Date If you are not defined as a BridgeTrak User you will be unable to log into BridgeAccess as an Administrator BA 8 0 Rev04112008 14 BridgeAccess User s Manual 3 Customizing BridgeAcce
24. ayed This window can also be accessed by clicking on Tools Setup Define Layout Choose a layout Track Corporation Layout Titan Software Layout Techno Specialties Layout Metropolitan Consulting Layout General Systems Integration Layout Central Solutions Layout Wingergreen Software Layout US Dimensions Layout Rainbow Software Layout Standard Layout a Preview Add t LDelete Curent Default Layout is Standard Layout The Define Layouts window shows all BridgeAccess Layouts that have been defined for your organization The first selection in the list is Standard Layout which is the BridgeAccess default Layout This layout is installed with your BridgeAccess software and it cannot be edited or deleted If you want to select a different layout as the default click on it in the list and then click on Set As Default The current default layout name is always displayed at the bottom of the Define Layouts window as shown in the example below Choose a layout Titan Software Layout Techno Specialties Layout Metropolitan Consulting Layout Central Solutions Layout Wintergreen Software Layout US Dimensions Layout Rainbow Software Layout Standard Layout a I lt Track Corporation Layout General Systems Integration Layout Set As Default Preview Add Edit Delete Current Default Layout is Wintergreen Software L
25. ayout BA 8 0 Rev04112008 32 BridgeAccess User s Manual 4 1 Defining a New Layout To define a new Layout click on Add in the Define Layouts window BridgeAccess will display the Customize Layout window shown below Layout Name ae Default Value Read Only Searchable Issue No Received On Assigned User Priority Company Customer Summary O Fj Change Sequence Add Fields Done The Customize Layout window initially shows the definition for the BridgeAccess default Standard Layout In the Layout Name field enter a unique name for the Layout This field is required The grid in the window displays seven columns described below Column Delete Field Name Default Value Required Read Only Searchable Printable BA 8 0 Rev04112008 Description The Delete column contains a checkbox Check each box for the fields that you do not want to appear in the Layout If the checkbox is disabled 1 e grayed out you are not permitted to delete it To remove the fields from the grid and thus from the Layout click on Remove All fields with a check in the Delete column will be removed This is the name of the Issue field If you want the Issue field to automatically populate with a specified value indicate that value here If a default value is not pe
26. b June 23 2005 Track Budget Medium Submitting Issues Example Issue Issue No i 99 Department v Customer Adam Cox Assigned User v Category v Priority v Asset v Summary 3 If you want to change the sequence of the Issue fields click on Change Sequence in the Customize Layout window BridgeAccess will display the Change Sequence window shown below Use up and down arrows to change the sequence Use shift Up Down arrow keys to change sequence using keyboard Issue No Received On Assigned User Priority a Company Customer Summary Asset C Category Department Save Close This window lists all fields that have been selected for the Layout To change the position of a field within the list click on the field and then use the up and down arrows to move the field to the correct position BA 8 0 Rev04112008 BridgeAccess User s Manual 35 When you are satisfied with the fields positions click on Save BridgeAccess will re sequence the fields in the grid in the Customize Layout window to reflect your changes 4 1 3 Assigning BridgeAccess Layouts to Companies When your BridgeAccess Layouts have been defined in BridgeAccess they will be available for selection in BridgeTrak This selection can be made on a per Company basis To select a Layout for a Company in BridgeTrak click on Setup C
27. ck Yes to create a wf new Company for this Customer Click No to add this Customer alone without a Company Click Cancel to cancel this operation Yes No Cancel Click on Yes to create anew Company record Initially the new Company record will contain only the Company Name You can edit the record via Setup Companies to include additional Company information Click on No to create the Customer record without a Company Click on Cancel to cancel the validation process and return to the Customer Validation window Decline the Customer s registration and delete any Issues that he she has submitted BA 8 0 Rev04112008 12 BridgeAccess User s Manual Click On Deny Retain Cancel To Decline the Customer s registration and prohibit further access to BridgeAccess If the Customer has submitted Issues BridgeAccess will display the message shown below Customer Validation p You have chosen to deny this person Further access to BridgeAccess while retaining them as a Customer in we J BridgeTrak Do you also wish to retain Issues submitted by this Customer through BridgeAccess Click Yes to retain these Issues Click No to delete them Click Cancel to cancel this operation Click on Yes to retain the Issues submitted by the Customer Click on No to delete the Issues submitted by the Customer Click on Cancel to cancel the Operation and return to the Customer Validation window Cancel the valid
28. ct Caern 40 43 sio nature Dle kanren iesp 17 SMTP SOVET n a aaeenasudeesmaeis 16 SM LE USER NaNe sprain e ateeecasdassaeuneans 17 SA KORTA EAT A A AEAT 36 SUDMCALE TONY osoena pE E 44 Ome IAG aa e E enna 36 aE A EA EE EE ATE dieerees 36 Forgot Logon Name and or Password Link 6 Forgot Logon Name and or Password Window 6 From Email Address cccccccccccccssssssssseseseeeeeeeeees 16 Eron AINE seeiis te dascaecumen ESEE cadet ners 16 Grant Customer BridgeAccess Login Privilege OPON beeen mentee rere a a rete one emer er 7 Header Lonia a aa a iia een 21 How Do I add TICIAS tO Lay OUtS eiiru aas 33 assign layouts to COMPANIES ccceessseseseeeeeeees 35 derine TA VOUIS coreana iar Eon 31 32 TE S E EE E E EN 39 log into BridgeAccess as a customer 000008 5 BEQUENICE CICS srne E 34 SUD IEE IS SIGS orie ra O EE 41 validate customers to use BridgeAccess 7 WICW PSUC Soia dna n E des 36 HTMENV ICW Eee n owes cna cauton tone wee veo neece cane 29 SUE IN Oncesi Can cesc cues eke ceateubeh tase exe voouceeen dane 36 Issues GUNS eea nee ae ence Breen Per minnie reer 39 SUMING ct tect eet et ete ae 41 KB Search Article Window ccccccccsssssssseeeeeees 46 Knowledse BaSe eunea AES 44 Hide omi V TOW ses cates aero e Consaimecedextiniaauzaiess 18 Knowledge Base Search Result Window 45 Knowledge Base Search Window 00000008 AA Last Log Mione Ga esr
29. dline and Message in BridgeAccess only Both Display the Headline and Message in both BridgeTrak and BridgeAccess For any Headlines that you have selected to display in BridgeAccess when your Customers position their cursor over the Headline the Read the Message link will be displayed Clicking on this link will display the full message board as shown in the example below Message Microsoft Internet Explorer E Kemma Software Introduces BridgeTrak 7 0 Kemma Software Introduces BridgeTrak 7 0 BridgeTrak keeps your Support Center running smoothly and efficiently by automating all aspects of Issue Management BridgeTrak offers maximum flexibility accessibility scalability required for today s fast paced support operations If you checked the Display Knowledge Base box all Knowledge Base Articles that were not reserved for Internal Use Only in the BridgeTrak help desk will be available from the list of menu items BA 8 0 Rev04112008 BridgeAccess User s Manual 21 awe en 4 4m OY sensas zaas OOO O Welcome Allan Brentley Today is Wednesday Jan 10 2007 Issues Knowledge Base Tools Help Logout ay The Login screen for BridgeAccess will display the Register link and the Forgot Logon Name and or Password link if these boxes have been checked Customer Logon Name ee 83 Register Forgot Logon Name and or Password Click here if you are a BridgeTrak Administrator 3 1 3 Logo Setting
30. er s Manual If you forget your password click on the Forgot Logon Name and or Password link BridgeAccess will display the Forgot Logon Name and or Password window shown below If you have forgotten your logon name and or password enter your email address ee below eIOW Your information will be emailed to you E mail Address PO Submit Close Enter your email address and depending upon the settings in System Options BridgeAccess will send an automatic response For more information see Forgot Password Page Configuration Tab in this user s manual NOTE If your email settings have not been configured in the System Options window by your System Administrator the Register and Forgot Logon Name and or Password links will not be visible Email configuration is essential to the basic functionality of BridgeAccess and should be set up as a first step by the System Administrator 2 1 1 Customer Registration and Validation Before your Customers can log in to BridgeAccess to review and submit Issues they must first be validated This can be accomplished in one of two ways e Your Customers can register online Their registration requests will be sent to BridgeTrak where they will be held in a validation queue where they can be Approved or Denied by the BridgeAccess Administrator e You can validate them without registration via Customer Setup in Bridge
31. er works Companies Company Name ampbell Company City Email Domain State Main Phone Postal Code Note Enter full or partial search criteria and click Search button Company Name Email Domain Main Phone Cancel BA 8 0 Rev04112008 BridgeAccess User s Manual 11 In addition the Customer Validation window contains the following checkboxes Checkbox View Company Issues View Department Issues View Location Issues Description Check this box to allow the Customer to view all Issues reported by his her Company Check this box to allow the Customer to view only those Issues reported by his her Department Check this box to allow the Customer to view only those Issues reported by his her Location Open Customer Setup Window After Validation Check this box to have BridgeTrak automatically open the Customer Edit window immediately after validating the Customer so that you can enter all pertinent Customer information The function buttons at the bottom of the Customer Validation window allow you to do the following Click On Approve Deny Delete To Approve and validate the Customer s registration and accept any Issues that he she has submitted If the Company for which the Customer works is not in the database BridgeTrak will display the message shown below Customer Validation 9 Company ABC Company is not currently on file Would you like to add this as a new Company Cli
32. fies the subject for that email When you approve a Customer s registration you can optionally specify a brief message to appear in the body of their approval email When one of the above emails are generated by BridgeAccess this will be the signature block that will appear after the Message Body BA 8 0 Rev04112008 18 BridgeAccess User s Manual 3 1 2 General Tab System Options ration General Logo settings Issue Activity setting mepor setings Contact Us Page Options Email Link support kemma com Company Information 2919 East Hardies Road Gibsonia PA 15044 Phone 724 443 5900 FAX 724 443 5960 Company Website Jwwwkemmacom Display Message Board Display Knowledge Base Display Register Link Display Forgot Logon Name and or Password Link The General tab contains basic information about your BridgeAccess configuration In the Email Link field enter the email address you want your Customers to use when contacting your help desk In the Company Information text field enter any contact information that you want your Customers to see In the Company Website field enter your organization s website address Check the Display Message Board box if you want to include the Message Board created in BridgeTrak The Message Board headlines will be displayed across the top of your Customers screens and they will be able to view the Message Board when they click o
33. g the table below as a guideline Field Description Grant Customer BridgeAccess Check this box to allow the Customer to login to BridgeAccess Checking this Login Privilege box will enable all other fields in this window Login Name Enter the name you want the Customer to use when logging into BridgeAccess BA 8 0 Rev04112008 8 BridgeAccess User s Manual Field Cannot Change Password Must Change Password View Company Issues View Department Issues View Location Issues Last Login Description Check this box if you want to manage the Customer s password If you check this box the Customer s Change Password option in the Tools menu will be disabled Check this box if you want to force the Customer to change his her password Check this box if you want to allow the Customer to view all Issues reported by his her Company Check this box if you want to limit the Issues that the Customer can view to only those reported by his her Department Check this box if you want to limit the Issues that the Customer can view to only those reported by his her Location The Last Login field is display only and shows the last date and time that the Customer logged into BridgeAccess 2 1 1 2 Customer Registration Registration is done via BridgeAccess by the Customer If a Customer has been validated in BridgeTrak there is no need for him her to register via BridgeAccess However if the Customer is not validated when the
34. imeline Status My lssues 4 All Issues All ESIE w Issue No Hore Search Criteria MIE i e Reset Submit New Issue The search criteria fields in this window are described below Field Description View From the drop down menu the Customer can select to view his her Issues or all Issues reported by his her Company depending on the options that the BridgeAccess Administrator has selected for the Customer This option 1s determined by the settings on the BridgeAccess tab in the Customer window in BridgeTrak For more information see Validating Customers to use BridgeAccess in this user s manual Timeline From the Timeline drop down menu the Customer can select the age of the Issues that he she wants to view Status From the Status drop down menu the Customer can choose which of the four BridgeTrak Issue Statuses he she wants to view Open Closed Suspended or Pending or he she can choose to view all Issues Issue No The Customer can enter a specific Issue Number and then click on View to see one Issue in particular The Customer can also click the Submit New Issue link in this section to submit a new Issue BA 8 0 Rev04112008 Field More Search Criteria BridgeAccess User s Manual 37 Description When the Customer clicks on the Browse button LJ BridgeAccess will display the More Search Criteria window shown below More Search Criteria Microsof
35. login window is displayed he she can click on the Register link BridgeAccess will display the Registration window shown below FulNemef Sd Company Name hs Phone a Emi o Logon Name T 5 Password fo s Confirm Password C Home After completing the information the Customer will click on Submit and the data will be sent to BridgeTrak BridgeTrak will look at the email address and compare it to those already in the database If the email address is already in the BridgeTrak database the following message will be displayed BA 8 0 Rev04112008 Microsoft Internet Explorer A Specified Logon name already exists Please try again with a different name BridgeAccess User s Manual If the Customer s email address is not in the BridgeTrak database BridgeAccess will display the message shown below Your registration to BridgeAccess has been evaluated and approved You will be able to coninue to submit any isses using BridgeAccess Click here to continue login to BridgeAccess When the Customer receives this message his her information is sent to BridgeTrak where the Administrator can Approve or Deny the Customer s access to BridgeAccess Customer registration information is held in a queue in BridgeTrak From this queue the BridgeAccess Administrator can choose to e Approve validation for the Customer and retain all the Issues that he she has submitted e Deny validation for the C
36. m to the right 100 Dollar Per Hour A A Bug Correction Cancel Issue Bug Detection Cost Per Incident Act Enhancement Request FLDCHG_IS_STATUE Install Hardware Part Issue Entered Meeting With Custome Meeting Internal Site Visit Note E Telephone Support Order Hardware Pat Move the Issue Activity Types that you want to permit your Customers to view from the left pane to the right pane Use the left and right arrow keys to move the Activity Types back and forth between panes BA 8 0 Rev04112008 BridgeAccess User s Manual 25 The bottom portion of the window allows you to choose the Issue Activity fields that will be displayed for your Customers as well as the order in which they will appear Activity Fields Setting Use up and down arrows to change the sequence Field Name Date Time Activity Type Cost K Activity Note Time Spent Activity Billable Entered By w N e mN s Use the Shift key with Up Down keys to change the sequence In the example below the BridgeAccess Administrator has permitted Customers to view the following Issue Activity Types Enhancement Request Install Hardware Part Meeting With Customer Site Visit Telephone Support Activity Types Setting Select Actifity Types by moving them to the right FLDCHG_IS_STATUE A Enhancement Request Issue Entered Install Hardware Part Meeting Internal Meeting With Cust
37. n the Read the Message link Check the Display Knowledge Base box if you want the Knowledge Base to be available for your Customers to see The Knowledge Base will be accessed from the BridgeAccess Tools menu item Check the Display Register Link box if you want your Customers to have the option to create their own login id and password from the main login page of BridgeAccess Check the Display Forgot Logon Name and or Password Link box if you want Customers to request their login information be emailed to them from the help desk The information entered on the General tab will be presented to your Customers as detailed in the sections that follow BA 8 0 Rev04112008 BridgeAccess User s Manual 19 Your contact information will be displayed when your Customers click on Help Contact Us BridgeAccess will display the Contact Us window shown below Company Address Kemma Software 2919 East Hardies Road Gibsonia PA 15044 f24 443 5900 Email supporkitkemma com When your Customers click on Help Company Website they will be linked to the website address specified in the Company Website field If you checked the Display Message Board box the message board headline created in BridgeTrak will be displayed as shown in the example below T L x T R A C K Kemma Software Introduces BridgeTrak 7 0 ae i ew CORPORATION wissues l ools Help Logout Welcome Adam Cox Today is Monday Now 14 2005 In order for the Headline
38. ome Note Site Visit Order Hardware Part _ Telephone Support Send Documentation Bug Correction LJ Bug Detection BA 8 0 Rev04112008 26 BridgeAccess User s Manual The Administrator has also permitted Customers to view the following Activity fields Date Time Activity Types Time Spent Activity Billable Activity Fields Setting Use up and down arrows to change the sequence Field Name Date Time K Activity Type Cost Activity Note Time Spent Activity Billable Sees Entered By Use the Shift key with Up Down keys to change the sequence When the Customer logs into BridgeAccess to view Issues the window below shows an example of what he she will see Activities Date Time Activity Type Time Spent Activity Billable 11 1 2005 2 46 58 PM Enhancement Request 000 4 00 11 1 2005 2 47 50 PM Install Hardware Part 000 3 00 11 1 2005 2 48 56 PM Meeting With Customer 000 1 00 Activity Total Time 000 8 00 Add Note BA 8 0 Rev04112008 BridgeAccess User s Manual 27 3 1 5 Report Settings Tab When a Customer is viewing Issues he she has the option of printing the Issues in report format This is enabled when the Customer clicks on Print Selected Issues or Print All Issues in the View Issues window as shown in the example below a Gistotnar Rackived on Assigned tear Category Poet Sal 3 Titan Software Inc Titan Software Inc Titan Software
39. ompanies Select the Company to which you want to assign a Layout and then in the Company Edit window click on the BridgeAccess Layout drop down menu Company Edit Company Name Titan Software Inc z Inactive TE General Custom Fields A Customers BA Departments 98 Contracts Products eS Assets Company Information Company s Default Location Main Phone o1 3 258 4981 Kansas City Main Fax iat 3 258 4982 Kansas City 1318 Wall Avenue P Suite 200 Email Domain titan com Kansas City KS Layout Titan Software Layout v 66101 IV Billable issue History View All 24 X Comments This menu will contain all Layouts that you have defined in BridgeAccess along with the Standard Layout that comes with the BridgeAccess installation From the BridgeAccess Layout drop down menu select the Layout that you want to assign to the Company After saving each time a Customer from this Company logs into BridgeAccess they will be presented with this Layout NOTE If a Customer is validated as a BridgeAccess user but is not affiliated with a Company the Layout that is defined as the default will be used If no default is defined the Standard BridgeAccess Layout will be used BA 8 0 Rev04112008 36 6BridgeAccess User s Manual 5 Viewing Issues After logging in as a Customer BridgeAccess will display the View Issues window shown below View T
40. on aistivssesawsionawedatandsawatssvoedaveneds 27 Print Selected Issues Button ccccseceeeeeeeeeees 21l Printables Ol Wii serieei E 32 PEOC NGI x 0205 srasdua tae eadapenndegntnacaedeedentnnomesananats 45 Read Only Olt eegee EEA 32 Read the Message Link nnnneneeseeesssssssssesee 18 20 RESIS ashe tee taseec ade sa ansdans Satanic soneesastacoeeaaas 18 21 RESIS Ger LDE cides siandiass nets 5 8 Registered Customers Window sssssseeeeeeeees 9 Regia OMen E 6 8 Registration Window ccccccccccccssssssssssessssseeeeeees 5 8 Reg la Fieldsin sa eds init eater seoresstace etaaeetats 33 IR COO EEO OO irate chos cas ta dace cass Samianne anieteaanananapenssatets 29 Report Viewer Types wiccisinctsrsicertiaiorian aiaties 28 PRCTIVE Xe WIC WC oaeo en o eE 28 PLN VIC WCF droerien recoded sea rE 29 Reguired ColuM esses socacencnesadtcatenGevnntiadieaieateoanest 32 SCCEL E O arara anr 45 DG AMC N l E EEE E E E EE A EE E 45 Search Knowledge Base for Word s or Phrase 45 Searchable Cola seio tattacanontaldateustans taets 22 Selec FAE n EA A 40 43 BridgeAccess User s Manual 49 Sequencing FieldSceser seccina n 34 Set As Default Button ccccccccccccceeeeeeeeesseeeeees 31 Sienatre Block erener ae e rr EAT 17 SM LP SCIVO eaae e EEE EES 16 SMIP User IN GING reoinp dun eeeteieees 17 Standard Layouts cn cnet onty tetmntads teed aen 31 DILCUCUIS PEIEE ENET EE E E 36 SUD Cate CORY er a O
41. ord Numbers O om Each Title in the list is a direct link to the Knowledge Base Article The Knowledge Base Search Result window also provides a Print button that enables you to print out a list of Knowledge Base Article Titles BA 8 0 Rev04112008 46 BridgeAccess User s Manual When you click on the Article Title that you want to view BridgeAccess will display a KB Search Article window like the one shown below General gt Automatically Generating Record Numbers Description Description Cannot set record numbers to automatically generate qn Cause Resolution Resolution URLs ka Fage of 1 Related Articles Did you find this article to be useful O Yes Ho The top portion of the window displays the Article in scrollable format The Article also shows the Article ID and the date on which it was last reviewed The bottom portion of the window shows the Titles of other Knowledge Base Articles that are related 1f any These Titles also provide a direct link to the Article If you would like to forward a KB article by email you can click the Email button The System Administrator must have first configured the email settings for this button to be enabled If there are additional files attached to the Article the file names will be displayed when you click on the Attachments tab as shown in the example below BA 8 0 Rev04112008 Attachments File Name addamm jpg 20050623
42. ress from where the email message is being sent Enter your SMTP server name Check the My Server Requires Authentication checkbox if your SMTP server Field SMTP User Name Password Forgot Password Subject Forgot Password Message Customer Registration Subject Customer Registration Message Customer Approval Subject Customer Approval Message Signature Block BridgeAccess User s Manual 17 Description requires authentication before sending mail Enter the user name for the account that will be sending mail on the SMTP server The Password field is display only It is populated by clicking on the Change link to the right of the field and then assigning and confirming a new Password When a Customer requests his forgotten password this is the subject of the email he or she will receive notifying them of their new password You can optionally specify a message for the user to receive in the email containing their new password BridgeAccess will automatically generate a brief message giving them the new password When a Customer first registers for access to BridgeAccess this is the subject of the email they will receive to confirm their registration When the Customer first registers you can specify a brief message that they will receive in their registration email When you approve a Customer s registration they will receive an email notifying them that the registration was approved This field speci
43. ridgeA ccess From Email address SUpporbkermma cam SMTP Server W kemma com Ll mM p Server Requires Authentication SMTP User Name Password Forgot Password Subject Here is your logon information for BridgeAccess Here is the logon name and password to login to our SelService Forgot Password Message Help site rou may change your password once you login E Customer Registration Subject Your Registration has been successful Enclosed is the Login Information Fleaze store then in pour records al Customer Registration Message Customer Approval Subject Your Registration has been approved Tour registration to Bridge4ccess has been evaluated and approved Customer Approval Message frou will be able to coninue to submit any ses using BridgeAccess Bridge ccess Self Help System Signature Block Kemma Software The System Options window is comprised of five tabs They are Email Configuration General Logo Settings Issue Activity Settings Report Settings Each of these tabs is described in detail in the sections that follow BA 8 0 Rev04112008 16 BridgeAccess User s Manual 3 1 1 Email Configuration When the System Options window is opened the Email Configuration tab shown below is displayed E System Options Microsoft Internet Explorer From Name From Email Address Supportkemma com SMTP Server E My Server Requires Authentication Forgot Password Subject Here is your logon information for
44. rmitted you will be unable to position your cursor in the field Otherwise you can select a value from a drop down menu or type in the text that you want to use as the default If you want to make a field entry required place a checkmark in the Required column At Issue entry time if your Customer does not make an entry in a required field he she will be unable to save the Issue If you want to make an Issue field read only place a check in the Read Only column When a field is designated as read only your Customers will be able to view it when looking at their Issues but at Issue entry time the field will be disabled If you want your Customers to be able to use the field when specifying search criteria place a check in the Searchable column If you want your Customers to be able to print the field on his her Issue reports place a check in the Printable column BridgeAccess User s Manual 33 4 1 1 Adding Fields to a Layout If you want to give your Customers access to additional Issue fields click on Add Fields BridgeAccess will display the Add Fields window shown below Regular Fields Custom Fields Asset Assigned Group Category Customer Contract Department Due Date Issue Type Location Phone H ee ee eR fi Save Close The Add Fields window is divided into two tabs Regular Fields and Custom Fields The Regular Fields tab lists all BridgeTrak Issue fields to which you can
45. s The are e All of the words entered Finds only those Articles containing each and every word entered in the field above e Any of the words entered Finds Articles containing any word one or more entered in the field above e Exact Phrase Finds only those Articles that contain text that matches the phrase entered in the field above word for word The Search In drop down menu contains three options They are e Full Text Searches the Articles Titles and full text including Description Cause Resolution and URLs for the word s or phrase entered in the field above e Title Only Searches only the Articles Titles for the word s or phrase entered in the field above e Keywords Only Searches only the Articles Keywords for the word s or phrase entered in the field above After entering your search criteria click on Search BridgeAccess will display the results of the search in a Knowledge Base Search Result window like the one shown below Particle 1D TT K107 K108 K110 K111 K112 K113 K114 K115 K116 K117 What to do when User is unable to add data What to do when receiving error messages when deleting attachment files Issues When Sending Email to External Customers Errors When Running Reports How Track Financial Totals are Calculated How to Use the Budget Report Writer How to Set Up Employee Records How to Import Data Installing User Options Module Automatically Generating Rec
46. s Tab The Logo Settings tab in the System Options window is where you can personalize your BridgeAccess windows by displaying your organization s name and logo To change the name and logo click on the Logo Settings tab in the System Options window BridgeAccess will display a window like the one shown below Logo Settings Header Logo Your Conan Kalie AndL ogo Her Browse Current Header Logo Image Please use an image of size Width 426 Height 67 Logon Screen Logo Your canny Loyo Here Current Logon Screen Logo Image Please use an image of size Width 100 Height 90 Apply Restore Defaults Save Close The Header Logo pane is where you choose the Header that will appear on the top of each BridgeAccess window The size of the graphic for the Header Logo should be Width 625 Height 67 The Logon Screen Logo pane is where you choose the logo that will appear on the BridgeAccess logon screen The size for the graphic for the Logon Screen Logo should be Width 100 Height 90 BA 8 0 Rev04112008 22 BridgeAccess User s Manual NOTE Any type of graphics file that is supported by Web Browsers can be used for the Header Logo and Logon Screen Logo We recommend the gif and Jpg file types These are the most common and provide the best resolution when viewed using a browser To select a file click on Browse BridgeAccess will display a standard Windows directory like the one shown
47. splayed on the Attachments tab as shown in the example below Issue Attachments atsexample gif BA 8 0 Rev04112008 44 BridgeAccess User s Manual 6 The Knowledge Base In addition to submitting and viewing Issues BridgeAccess also gives your Customers access to your BridgeTrak Knowledge Base To search the Knowledge Base click on Tools Knowledge Base BridgeAccess will display the Knowledge Base Search window shown below Demo Site wee a ISSUeS Tools Heb Logout Welcome aaa ii ii Na Nil Dal OO Kumar Today is eKnowledge Base peach Article ID Category Sub Category Product Name Rr a a x Search Knowledge Base for word s or phrase Search For Search In an of the words entered v Full Text search Reset K107 What to do when User is unable to add data K108 What to do when receiving error messages when deleting attachment files K110 Issues When Sending Email to External Customers Kiii Errors When Running Reports K112 How Track Financial Totals are Calculated K113 How to Use the Budget Report Writer K114 How to Set Up Employee Records K115 How to Import Data K116 Installing User Options Module K117 Automatically Generating Record Numbers Page 1 of 2 lt Using the Knowledge Base Search window your Customers can find All Articles belonging to a particular Category All Articles belonging
48. ss for your Organization and your Customers BridgeAccess gives you the ability to tailor the software to best meet your needs as well as the needs of your Customers You can define screen layouts on a per Company basis and each layout can be configured to allow your Customers to view and enter the information that you specify 3 1 System Options The settings defined in the System Options window will apply to all of your Customers who use BridgeAccess System Options enables you to do the following e Set up contact information for your Customers including your email link company address and phone number and your website address e Select whether or not you want your Customers to view the BridgeTrak Message Board e Select whether or not you want your Customers to view the BridgeTrak Knowledge Base e Set up auto responses for those Customers who forget their passwords e Select whether or not you want Customers to register themselves from the Customer login window e Include your Company s logo in the screen header and sign on screens e Choose the Activity Types and Activity fields that you want to make available to your Customers BA 8 0 Rev04112008 BridgeAccess User s Manual 15 To access the System Options window click on Tools Setup System Options BridgeAccess will display the System Options window shown below A System Options Microsoft Internet Explorer System Options Email Configuration Fiom Mame B
49. t Internet Explorer To refine your search choose any all the three fields and specify the criteria in the element s which will be shown on the right side More Search Criteria v v v Done Cancel From any or all three of the drop down menus the Customer can select additional fields to use as search criteria The Customer may choose from Assigned User Category Priority Asset Summary and Status After a selection is made BridgeAccess will display another drop down menu to the right where the Customer can choose a value When all selections have been made in the More Search Criteria window click on Done Then in the View Issues table click on Search BridgeAccess will display all Issues satisfying the specified criteria The Issues will be displayed in the format specified in the Customize Layout window For more information see Defining a New Layout in this user s manual An example is shown below Timeline Status Mv Issues Alllssues All Issues Issue No More Search Criteria E O es C mB n n N m nN o a Check All Uncheck ll recuse company Department eustorner Racelved On Assigned User catagory Priedty A Titan Software Research amp Development Adam Cox January 17 2005 Track Sales Low Averatec No Titan Software Research amp Development Adam Cox January 17 2005 aschmitt Track Sales Medi
50. tablish the parameters by which your Customers can submit and review their Issues When your Customers log in they will be permitted to limited from accessing the functions you as an Administrator have defined such as the ability to access the Knowledge Base or view the Message Board 2 1 Logging in as a Customer When you initially open BridgeAccess in your web browser the Customer Login window is displayed Customer Logon Name 8 Password Submit Clear Register Forgot Logon Name and or Password Click here if you are a BridgeTrak Administrator Enter your name and password in the appropriate fields as defined on the BridgeAccess tab of the Customer window in BridgeTrak and then click on Submit NOTE The Register and Forgot Logon Name and or Password links displayed in the Customer Login window may be hidden from view See Section 4 1 2 of this guide for instructions on disabling one or both of these links If you are a new BridgeAccess user click on the Register link BridgeAccess will display the Registration window shown below Fields marked with an asterisk are required FulName o Company Name p Phone Email fo x Logon Name fo x Password eee x Confirm Password DE Submit Cancel Home For more information see Customer Registration and Validation in this user s manual BA 8 0 Rev04112008 6 BridgeAccess Us
51. to a particular Sub Category All Articles pertaining to a particular Product A specific Article identified by the Article ID Customers can also search for Articles containing a specific word phrase or Keyword Enter the search criteria in the fields in the Knowledge Base Search window using the table below as a guideline Field Description Category If you want to search for all Articles belonging to a particular Category select the Category from the drop down menu Sub Category If you want to search for all Articles belonging to a particular Sub Category select the Sub Category from the drop down menu The Sub Category drop down menu will not be populated until a Category is selected in the field above Then only the BA 8 0 Rev04112008 Field Product Name Article ID Search Knowledge Base for word s or phrase Search For Search In BridgeAccess User s Manual 45 Description Sub Categories for the selected Category will be available for selection If you want to search for all Articles pertaining to a particular Product select the Product Name from the drop down menu If you are searching for one Article in particular and you know its Article ID enter the Article ID here Enter the word s or phrase for which you want to search the Knowledge Base Articles If there are more than one individual word you want to find separate them with spaces or commas The Search For drop down menu contains three option
52. um Brother Fax Titan Software Research amp Development Adam Cox January 17 2005 asharpe Track QA High Canon Print Titan Software Research amp Development Adam Cox June 02 2005 Track Budget High Canon Print Titan Software Research amp Development Adam Cox August 23 2005 Titan Software Research amp Development Adam Cox August 24 2005 Titan Software Research amp Development Adam Cox August 24 2005 Titan Software Research amp Development Adam Cox August 24 2005 Titan Software Research amp Development Adam Cox August 24 2005 Titan Software Research amp Development Adam Cox August 24 2005 Page of 3 OOO View Print Selected Issues Print All lssues BA 8 0 Rev04112008 38 BridgeAccess User s Manual 5 1 The View Issue Window As discussed above after your Customers enter their search criteria and then click on Search BridgeAccess will display the results in a View Issues window like the one shown below x T R A C K New ctivity Types have been added BridgeTrak Users please review them at your earliest ra a ts convenience I4 EE bi CORPORATION Tools Help Logout Welcome Adam Cox Today is Tuesday Nos View Issues Timeline Status Titan Software Inc Issues K All Issues W Alllssues v Issue No More Search Criteria A O Titan Software Inc Research amp Development Adam Cox January 17 2005 Track Sales Low Averatec Titan Software Inc
53. ustomer and delete any Issues that he she has submitted e Deny validation for the Customer and retain any Issues that he she has submitted This queue can be accessed by clicking on Modules BridgeAccess BridgeAccess Customer Validation BridgeTrak will display the Registered Customers window shown below Registered Customers Customer Name Company Name Email Primary Phone LogonName Issues LastLogn Pad Simpson TianSeftware pompser ttanc fomes Of UnitedSchton Pi ioww uspcon omw f a W W2005 3404 9 BA 8 0 Rev04112008 10 BridgeAccess User s Manual From this window you can edit each registration entry and approve or deny access to the BridgeAccess system To edit a registration entry click on it and then click on Edit BridgeTrak will display the Customer Validation window shown below Customer Validation Full Name Paul Simpson Company Name Titan Sotware tst S Primary Phone Po Email losimpson titancom Logon Name psmson SOOO View Companylssues View Department Issues View Location Issues Open Customer Setup Window after Validation Deny Delete Deny Retain The information that the Customer entered in the Registration window will appear in the Customer Validation window Next to the Company Name field is a browse button When you click on Browse BridgeTrak will display the Companies window shown below where you can search for the Company for which the Custom

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