SRM 2.1 Customer User Guide - RELEASED
Contents
1. Service Categories Problem Report Scan amp Capture Through this Problem Report icon You can report Product 5can amp Capture Service related failures and errors Click this icon to continue List Related Services List Related Services Service Request Through this Service Requests icon You can report Product Service related Service Requests Inquiries and Enhancements Click this icon to continue List Related Services basware Available Service Requests e Giving feedback about the quality e Requesting original documents to be posted back e Requesting re scan from the scanning partner Scan amp Capture Feedback form Scan amp Capture original request Scan amp Capture rescan request Add to Favorites Details Add to Favorites Details Add to Favorites Details basware Scan and Capture feedback Provide Information Click the hyperlink to view instructions and to download the feedback form Instructions Click here for instructions Click here for feedback form Add the feedback form as an attachment Add Attachment Summary Submit the request to Basware Support N Save As Draft Submit basware Scan and Capture original request Contact Basware Provide Information YW S amp C Original Request Name Instructions Fill i in the return address Scan Click here for instructions request Check instructions if you need assistance locating t2. 12 2012 10 44 49 INCBWU CDUOOA 710 Summary Finland ssi st 12 12 2012 10 45 44 4 Adding notes and attachments INCBWO000004713 netherland ssi 12 12 2012 10 53 39 4 4 INCBWODXOOO4 715 Summary Netherlands 12 12 2012 12 04 22 to the Activity log Popular Services INCBWOD00004716 Summary Denmark 2 12 122012 12 05 27 Browse Catalog INCBWODO0004717 Summary Norway 2 12 12 2012 12 06 54 Preferences INCBWODODOD4718 Summary US 2 ssi 12 12 2012 12 07 50 5 Activity Log shows the Reportina ai kl 2 ssi 12 12 2012 12 08 41 INCEWOD00004722 Summary France 2 Assic 12 12 2012 12 11 34 Summary For INCBWO000004 721 Notes oOo log text here gt communication between customer and Basware 6 Link to Basware Customer Support Contact details 14 12 2012 17 35 07 Ali E United States aligitest zzz Iwill contact you today regarding this issue dup DLE et eis 14 12 2012 17 32 39 Ali E United States ali test zzz Attachment 2 File gt 4 Please find some additional information from the attachment Attachment 3 docx Attachment 3 lt File Name gt S 9 Incident search with Incident ID a Request Details Complete Request Cancel Reopen 7 Link to Help pdf file Customer User Guide 8 Refresh the screen 2 Service Request Creation Select the Service Request To create a Service Request click Browse Catalog Select the desired Service Request type from
3. Gr nblom Johanna johannap 12 12 2012 10 41 59 12 12 2012 10 44 49 12 12 2012 10 45 44 12 12 2012 10 53 39 12 12 2012 12 04 22 12 12 2012 12 05 27 12 12 2012 12 06 54 12 12 2012 12 07 50 12 12 2012 12 08 41 12 12 2012 12 11 34 This is the message from the Service Desk 14 12 2012 17 35 07 Ali E United States ali test zzz Iwill contact you today regarding this issue 14 12 2012 17 32 39 Ali E United States ali test zzz Please find some additional information from the attachment amp Attachment 3 docx Communication basware Welcome Susanne S Sweden Activity Log shows all Service Needs Attention 16 Request related communication 0 Submitted Requests Since Last Vist 0 Request Number Request Name _ Submit Date between customer users and amp Since Last Vist eo 3 Basware G Open Requests 16 INCBW0000004709 i 12 12 2012 10 44 49 Customer gets a notification e mail always when Note has been added to the Request or it has been Resolved Popular Services Browse Cataloq Preferences Reporting 0000004710 jori 12 12 2012 10 45 44 INCBW0000004713 INCBW0000004715 0000004716 0000004717 0000004718 0000004719 12 12 2012 10 53 39 12 12 2012 12 04 22 12 12 2012 12 05 27 12 12 2012 12 06 54 12 12 2012 12 07 50 12 12 2012 12 08 41 12 12 2012 12 11 34 Summary For INCBW0000004 721 Please Note Notification is also se
4. SRM Home 3 Showing Service Requests with selected search criteria Popular Services Browse Catalog Preferences 4 Adding notes and attachments to the Activity log Reporting 5 Activity Log shows the communication between customer and Basware 6 Link to Basware Customer Support Contact details T Link to Help pdf file Customer User Guide 8 Refresh the screen 9 Incident search with Incident ID 10 Search with Company Needs Attentian Drafts Since Last Visit 2 Open Requests Welcome Suzanne 5 Sweden gt Submitted Requests Stow omm Ds Request Name Summary France Summary US Summary Finland SP netherland Summary Netherlands Summary Denmark 2 Summary Norway 2 Summary US 2 Summary Finland 2 Request Humber INCBW ODOOOOM 708 INCBWO0000004 709 INCBWODOOOO4 710 INCBWODOOOOD4 713 INCBWODOODOM 715 INCBWODOOOD4 716 INCBWODOUOODO4 717 INCBWODUOUOOOA 718 INCBWODOOOO4 719 Status Giay France 2 Summary For INCBEW O0000004 721 Notes oOo log text here Attachment 1 File Name gt Ee 2 Attachment 2 File Name gt Attachment 3 File Name _ Add Request Details Complete Request Cancel Reopen Frouuct der Requested Submit Date gareth amp test fff 12 12 2012 10 41 59 ali amp test zzz 12 12 2012 10 44 49 joritest zzz 12 12 2012 10 45 44 gareth tb zzz 12 12 2012 10 53 39 garethi b zzz 12 12 2012 12 04 22
5. of all companies SRM user belongs to As default all companies Service Requests are shown in the Submitted Requests summary User can filter certain company s Service Requests by selecting the Company from the selection list from the right corner Select Clear from the selection list to view all companies Service Requests again Welcome Tina Tester basware Needs Attention 10 1 Since Last Vist 0 5 Open Requests 31 Submitted Requests eum BEEN ooo TI AEST RII RTI C E Test Customer i sm testing 16 d Test Customer 4 A 20 9 Test Customer 5 inti suvikestaileeGtest 14 8 dear 4 INCBW0000081123 Viewing incident opens up incident search In Progress e Invoice Basic for suvitestailee test 9 7 2013 16 04 33 Popular Services 0000081005 test Pending Basware ITSM Incident Man suvitestailee test 19 6 2013 13 43 17 9720131 Request Number Request Name Status Browse Catalog INCBW0000025102 Summary Assigned IP Test bss tsm testing qi 4 2 2013 10 17 32 Preferences INCBWO0000014657 This is a summary for enhancement request Pending IP Test bss itsm testing qi 8 1 2013 14 27 09 Me INCBWO0000012368 Eror Report by Tiina Assigned IP Test bss ism testinggi 2 1 2013 15 36 02 cepenmg 0000012363 j IP Test bss ism testing gi 2 1 2013 15 34 26 bss luukku com 27 12 2012 16 29 11 Contact Basware Submitted Requests Show Comp
6. software component is unusable or frequent failure of important service and there is no work around available 3 Moderate Limited 25 50 of overall users or the majority of users in Reduced functionality due to error affecting the overall customer a single office are affected by the issue Work system or degradation of system performance or infrequent around is available interruptions to system availability and there is a work around available 4 Minor Localized Minimal number of users of the product or service is affected by the issue A non significant effect on the functionality of the product or service Technical questions comments or proposals for improvement of the product Fill Service Request Details 2 2 1 Add related logs screen shots and other attachments by clicking Add Attachment After the attachment has been added you can Delete Display or Save the attachment to the Disk More attachments can be added by selecting Attachment2 3 row and then adding the file Attachments File Name Max Size Attach Label 2 Save the SR as a Draft or Submit to Basware Service Desk Attachment2 Attachment3 SR is created with the status Draft or itis opened as a new Service Request with the status Planning File Hame Max Size Attach Label Attachment Attachment3 Add Attachment Add Delete Display Save to Disk Cave Clase basware Service Requ
7. Service Request Management Customer User Guide SRM version 2 1 Contents Service Request Creation Service Request follow up communication j i N Reporting a User Preferences Scan and Capture service specific Service Requests Multi company features for Extended Support customer mers Standard SaaS service specific Service Requests 2 Introduction i d basware Service Request Management SRM Web based tool e Service Request recording follow up and communication with Basware User Interface is in English Visibility to the Service Requests All Service Requests that are reported by SRM users have login to SRM are visible for all customer s SRM users All customer users can add questions and comments to their Service Requests e Only Service Request submitter can Receipt SRs from the Needs attention listing Cancel the Service Request Reopen completed SH for further investigation if the resolution is not acceptable Personal settings Users can change the password and set preferences SRM Overview Console 1 Quick links to all Submitted requests basware Welcome Suzanne 5 Sweden 2 Link to SRM Home Needs Attention tA Das 0 3 Showing Service Requests Since Last Visi 0 Request Humber Hequest Mame with selected search criteria Sane ssi 12 12 2012 10 41 59 Open Requests INCBWoO000004709 Summary US ssi 12
8. any Tq Request Number Request Name Status Product 7 Ser Requested ESE CUSTOME Error Summary i anyERP Adapter bss itsm testinggi 16 9 Test Customer 4 INCBWO0000081710 Test Summary i Scan and Capture bss itsmtesting gi 16 9 Test Customer 5 dear 0000011147 Test Complete Request Cancel Reopen basware 3 Running the report Welcome Susanne S Sweden basware 1 Click link Reporting ri Needs Attention 16 2 Add selection criteria 22 Drafts 0 Submitted Requests C Since Last Vist 0 Request Number Request Name ompany a Open Requests 16 Request Number Request Name Product Service Requested For Login ID Status Submit Date Last Updated ee ET 700 Pet eae a nde ea cee pommer py pem Be pue companies by holding down Ctrl Popular Services Company gt Test Customer 3 Summary button and selecting required Browse Catal ERE Em ERE BW0000004720 susanne see ccc 12 12 2012 12 09 21 5 2013 12 51 statuses Reporting TN Status Rem Se pange ogi BEN You can select multiple statuses core xc L EmorRepot 2 2013 12 38 by holding down Ctrl button and 7 IE _ selecting required statuses Pending Customer Submitted Date range D 12 2012 17 35 07 Ali E United States ali test zzz Type the Subm
9. duct Through this Service Requests icon You can report Product continue Enhancements Click this icon to continue List Related Services List Related Services Error report Expected result did not occur or error message occured Service Request Requests related to Basware products and services e g requesting user accounts additional licenses etc Inquiry Inquiries and questions regarding Basware products and services Enhancement Request Enhancements and improvement suggestions related to Basware products and services Change Request Change Requests related to Basware installations and configurations Dasware Fill Service Request Details 1 2 Error Report Fill in Service Request fields Marika Virtanen Summary brief summary of the issue Description Describe what has happened and how that can be reproduced Product Service selection Select the right Product Service from the selection list Impact and Urgency Select the value from the selection list See descriptions below Incident impact on customer s business 1 Extensive Widespread Majority of users are affected by the issue Whole customer production system is out of use and there is no work around available 2 Significant Large 25 50 of overall users or the majority of users in a single office are affected by the issue No work around available Many key functionalities under normal conditions or important
10. e Information Password Reset Name Echo Echo Click the hyperlink to view instructions Instructions Use English only Click here for instructions User can t access the application Submit the request to User need password reset for __ i z Basware Support Additional information 1 vw Fill in the service affected the ema application involved and the SaveAsDraft user id for which to reset the password basware
11. eilif qq ttt 12 12 2012 12 05 27 test zzz 12 12 2012 12 06 54 alit amp test zzz 12 12 2012 12 07 50 joritest zzz 12 12 2012 12 08 41 ae ctr 17 1 12 7 1n 3 12 12 2012 12 11 34 gareth test ff 12 15 28 38 Puro Gronblom Johanna 1 message from the Service Desk 14 12 2012 17 35 07 Ali E United States ali test zzz Iwill contact you today regarding this issue 14 12 2012 17 32 39 Ali E United States ali test zz7 Please find some additional information from the attachment Attachment 3 docx 1 Service Request creation to selected company Select the right company from Service Request the selection list Mame Tna Tester Fill in Service Request fields Summary brief summary of the issue Description Describe what Product Service selection Y Service Request can be reproduced mr E Company Test Customer 4 Product Service selection Select the right Product n m Service from the selection list IP Test e Invoice Basic for Receiving Printing Scan and Capture SRM Pd Save As Draft Suit xi Note Selection list shows only those services that belong to the selected company Contempus Interop sending Clear Impact and Urgency Select the value from the selection list basware 31 2 Visibility to the Service Request Submitted Requests listing shows all Service Requests
12. equired Requested Submit Date e Status INCBWO000 jareth test ff 12 12 2012 10 41 59 Upen Requests 0000 3li amp test zzz 12 12 2012 10 44 49 You can select multiple statuses holding down Ctrl button and Popular Services E in r ir Browse Cataloq Mee 0000 56 ect ed statuses TS E ee Request Number Request Name Product Service Requested For Login ID Status Submit Date Last Updated Date range Reporting TOM NN ea INCBWOO0 Y Request Submit Date Please Enter date Values as Y YY Y MM dd aan e m Type the Submit Date Range for ESOS res SE a EE EE the Service Requests you want lt Report End Date Please Enter date Values as 48 Mae re NE TN RAN report your Getz peu 3 Click OK button to open the 2 2 pu her ra coe Sumay fnPogess 23 amp pss zar report x Paria bigest par J Le fetes pa poma 22 5 2013 16 11 Attachment 1 Nome S 44 42 2012 17 32 39 Ali E United States ali test zzz Attachment 2 fie Name F gt Please find some additional information from the attachment amp Attachment 3 docx Attachment 3 fie Name 2 Request Details Complete Request Cancel Reopen ba
13. est Details Request Details bwitsmsgl basware com Windows Internet Explorer Je 83 bmcsoftware Help Details Activity Log Summary for Virtual printer is not working ID INCBW0000122368 Create Date 13 9 2013 11 46 00 Requested By Steve Johnsson Priority ich Company Demo Customer After the Service Request Submitted Requests has been submitted its Request Number ae Emar Provided Information details can be viewed from INCBWO000004722 Summary Fance2 eet the Request Details INCBW0000004720 2 INCEWO000004719 Summary Finland 2 eee 27 718 Summary US 2 INCBWOO00004717 Summary Norway 2 INCBWO0000004716 Summary Denmark 2 INCBWO0000004715 Summary Metherands INCBWODODOO4714 Include Summary here INCBWO0000004713 SP netherand Summary For INCBW 0000004 721 Details tab shows Request details that have been added when creating the Request e Attachments added by the customer are shown in the Activity log tab Details Activity Log Activity Log 14 12 2012 17 32 39 Ali E United States ali test zzz Please find some additional information from the attachment Attachment 3 docx your activity log text here gt Note Service Request s current priority and status are shown in the details your activity log text here gt e 2 A
14. he Scan basware Save As Draft Submit Scan and Capture rescan request Contact Basware Provide Information S amp C Rescan Request Name Instructions Fill in the mandatory fields and submit the request You can choose other as the reason to get a free text field Click here for instructions basware Save As Draft Submit Questions Scan and Capture request specific instructions htto www basware com sites default files upload original request pdf http www basware com sites default files upload feedback form pdf htto www basware com sites default files upload rescan request pdf Support htto www basware com about us contact support Multi Company features for Extended customers i JN ET fmm 4 i CE e oC Oe Sarge be d 2 5952 gt w SS oe es p erat ee SRM Multi company features SRM user can have special user rights to multiple companies 1 Service Request creation to selected company 2 Visibility to all Service Request and company specific search 3 Report creation per company companies Please note Multi Company feature is an extra feature and requires system configuration please contact your Service Manager or Service Desk basware SRM Overview Console 1 Quick links to all Submitted basware requests 2 Link to
15. it Date Range for ill contact you today regarding this issue the Service Requests you want to Atacheent 1 NN 14 12 2012 17 32 39 Ali E United States ali test zzz re port Attachment 2 File Name B Please find some additional information from the attachment Attachment 3 docx 3 Click OK button to open the Mtocheert 3 EN ei report Add Request Details Complete Request Cancel basware 33 standard SaaS Service specific Service Requests Citrix hanging session release request IP user import Password reset basware Standard SaaS Service specific Service Requests as a Service Category Welcome Echo Echo basware Submitted Reguests Contact Basware Needs Attention 0 Drafts 0 Service Categories lt Since Last Visit 0 Problem Report Scan amp Capture i v Through this Problem Report icon You can report Scan amp Capture Product Service related failures and errors Click this icon to continue Popular Services Browse Cataloc List Related Services List Related Services Preferences Reporting wv Service Request Standard SaaS Through this Service Requests icon You can report Through this Standard SaaS icon you can report Basware Product Service related Service Requests Inquiries and Standard SaaS Requests Click icon to continue Enhancements Click this icon to continue List Related Services List Related Service
16. nt about notes that are added by some other user from the same peter De company 14 12 2012 17 35 07 Ali E United States ali test zzz Activity Log 27 12 2012 15 28 38 Puro Gr nblom Johanna johannap This is the message from the Service Desk Notes type your activity log text here gt I will contact you today regarding this issue 14 12 2012 17 32 39 Ali E United States ali test zzz Please find some additional information from the attachment Attachment 3 docx Request Details Complete Request Cancel 12 Completed Service Request Resolved Request Submit Dat 12 12 2012 12 10 38 i 12 12 2012 12 09 43 INCBW0000004714 Include Summary here 12 12 2012 11 02 09 If you approve the resolution you don t need to do anything Request will be closed automatically by the system Message Box 429258 pictor Windows Internet Expl Summary For INCBW 0000004 749 If you don t approve the resolution bmcsoftware you can reopen the Request after which it is sent back to Basware Include the reason to the Notes field Note Reopening can be done only by the Service Request submitter Reopened Request has in Progress status in Open Requests 13 Running the report Susanne S Sweden basware Parametri 1 Click link Reporting Needs Attention 2 Add selection criteria Submitt Since Last Visit E Parameters marked with are r
17. oday regarding this issue Closed gt Closed and cannot be reopened Attachment 1 Fle Name 14 12 2012 17 32 39 Ali E United States aliGtest zzz New Request to be created if needed Attachment 2 File Name gt Please find some additional information from the attachment Attachment 3 docx Attachment 3 File Name 2 Cancelled gt Customer has cancelled the Hequest Request can be cancelled only by the Service Request submitter 10 Cancel Reopen Service Requests in Needs Attention Needs Attention listing shows all Service Requests that e Include a note that is added by Basware Service Desk OR by some other user from the same company e Have been resolved by Basware service Desk Please Note Service Request is removed from the Needs Attention list when e Service Request submitter name in the Requested For column has double clicked the Service Request open Submitter has added a new comment to the Service Request basware Submitted Requests A Drafts 0 Since Last Visit Gu Open Requests INCBW0000004710 INCBW0000004713 Goes INCBW0000004715 CU INCBW0000004716 Browse Catalog INCBW0000004717 ee 0000004718 0000004719 Reporting Summary For INCBW 0000004 721 Notes lt type your activity log text here gt Request Details Complete Request Cancel Reopen Welcome Susanne S Sweden 27 12 2012 15 28 38 Puro
18. oftware Home button Service Request Management User Preferences Popular Services Preferences For Ali E United States Browse Catalog ali amp test zzz Click Preferences In the Preferences Request Enty Initial Console View ee selection list you choose the desired view Accessed Console Last 14 12 2012 16 4215 0 i ________ e osetthe default search criteria choose a value from the Show selection list eS and from the Recently Closed Requests fields You can change your SRM password by clicking Change Password basware 18 How to Report SRM related Support Requests Create Error Report Enhancement Request Service Request or Inquiry from SRM 1 Select the right Service Category e g Inquiry 2 Fill Summary Description Impact and Urgency fields 3 Select SRM to the Service Product field 4 Submit the request In case you are not able to login to the SRM please contact your local Service Desk Customer Support Contact details can be found from here http Www basware com about us contact support Questions Link to SRM http srm basware com More information SRM User Guide SRM Video tutorial Contact your Service Desk http www basware com about us contact support scan and Capture Service specific Service Requests Original request Feedback Rescan request basware Scan and Capture Service specific Service Requests as a Service Category
19. s Incident ID basware Available Service Requests e Releasing hanging Citrix sessions e Importing users into Basware e Resetting a password for Citrix or a Basware application W Citrix hanging session re w IP User import v Password Reset User Citrix hanging session reset request IP user import request and link to standard User password reset request for Citrix or user import excel template Basware Application Add to Favorites Details Add to Favorites Details Add to Favorites Details Citrix hanging session release CED Provide Information Contact Basware W Citrix hanging session release request Name Echo Echo Click the hyperlink to view instructions Instructions ser an t access theappicaton gt Submit the request to Basware SaaS Citrix Login id Basware Support Additional information Summary Save As Draft Submit Specify the service affected and the Citrix login id to release IP User import arm Contact Basware Cc Provide Information Y IP User import Mame fe Glick the hyperlink to view instructions and retrieve IP user import form Instructions Use English Add filed IP user import form to Attachment CT NESCIO NS Submit the request to Basware Support Additional information 4 20 Add Attachment Summary Save As Draft Submit Add IP user import form as an attachment Password Reset Provid
20. sware 15 Saving report to the file printing Print Report He po rt can be Request Report Windows Internet Explorer Saved to the file for further G Alpages Current page Sivut processing and presenting Preferred file format can be selected to Export Format field Enter page number s and or page range s For example 1 6 or 1 3 6 _ hi a 7 ermany ummary Sweden Closed 12 12 2012 10 48 21 5 2013 12 53 48 Pending Basware 12 12 2012 11 02 21 5 2013 12 52 Closed 12 12 2012 12 09 21 5 2013 12 51 Lame 14 122002 1941 Closed 19 12 2012 11 06 Completed 3 12013 15 01 21 5 2013 12 49 Export Report Printed Export Format Excel Alpages Current page Sivut Enter page number s and or page range s For example 1 6 1 36 Actual size Fit to whole page 10 1 2013 15 17 21 5 2013 12 48 In Progress por 7 Draft 14 12 2012 estes gareth test Draft 22 5 2013 16 11 basware 16 User Preferences SRM User Preferences Managing User basware Welcome Susanne S Sweden Preferences Needs Attention 16 You can select the view that Dets 0 5 n opens when you login to the 25 Soe Last Vet 0 system or when you click the Oven Requests 16 lt bmes
21. the Service Categories by clicking the icon Welcome Susanne 5 Sweden basware arm Contact Basware 2 Drets 0 Service Categories T Since Last Vist 0 Needs Attention 11 Problem Report Service Request Through this Problem Report icon You can report Product Through this Service Requests icon You can report Product Service related failures and errors Click this icon to Service related Service Requests Inquiries and continue Enhancements Click this icon to continue List Related Services Preferences Enhancement Request 9 Inquiry Click this icon to create and send Change Click this icon to create and send Click this icon to create and send inquiries Request to Basware Service Desk Enhancement Request to Basware Service and questions to Basware Service De Desk Add to Favorites Details Add to Favorites Details Add to Favorites Details Y Service Request Click this icon to create and send Service Request to Basware Service Desk basware Add to Favorites Details Available Service Requests Service Categories that are available in SRM may differ per Service Product Basic Service Categories and Service Requests that are available for all users are Service related failures and errors Click this icon to Service related Service Requests Problem Report g Service Request Through this Problem Report icon You can report Pro
22. ttachment File 1 cie Name ei Attachment File 2 Fie Name i ES Attachment File 3 lt Name 2 t Request Detaile omplete Request Cancel Reopen basware service Request Follow Up and Communication Service Request Status Options Status options basware Welcome Susanne S Sweden Draft gt not yet sent to Basware Assigned gt Assigned to Basware Gig Needs Attention 16 Customer Support Dats 0 Submitted Requests Since Last Vist 0 Request Number Submit Date 12 12 2012 10 41 59 Pending Basware gt Waiting actions from Oven Requests 16 12 12 2012 10 44 49 Basware jon test 12 12 2012 10 45 44 12 12 2012 10 53 39 12 12 2012 12 04 22 u Popular Services 12 12 2012 12 05 27 Pending Customer gt Waiting customer Browse Catalog INCBW0000004717 hese zu 12122012 12 06 54 0000004718 12 12 2012 12 07 50 action INCBW0000004719 jori test 12 12 2012 12 08 41 JBasware 12 122012 12 11 34 In Progress gt Basware is processing the Summary For 0000004721 MCustomer request type your activity log text here gt 15 28 38 Puro Gr nblom Johanna johannap Resolved gt Resolved by Basware can be Resolved essage from the Service Desk reopened by Service Request submitter if Closed th luti t d 17 35 07 Ali E United States ali test zzz e TesoIUUondse NOL approve Cancelled ac you t
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