t5 upgrades, patches, and e support! oh my!
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Upgrades, Patches, and eSupport! Oh My!
Tuesday : 9:00am – 10:00am
A S U G 2010
Session – T5
A S U G 2010
Session – T5
Topics of Discussion
•MyASI –web tool to interact with registered users / clients.
•Software Releases – product enhancements and bug fixes.▫Updates versus Upgrades
•eSupport – web tool to submit helpdesk ticket as well as check the status of existing tickets.
A S U G 2010
Session – T5
•We recommend all users of the software register for a MyASI account at www.adirondacksolutions.com
MyASI
A S U G 2010
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MyASI Features
•MyASI for ‘registered user’▫Edit Personal Profile/Password▫Edit Institutional Profile
User List / Profile Main Support Contact? Receive E-Mail Blasts?
•MyMessages – displays important messages from ASI.
A S U G 2010
Session – T5
MyASI Features• MyDownloads – downloads for products
your institution owns:-version upgrades -update campaigns-user guides -technical documentation
• Trial versions of software that your institution has not yet purchased.
• View the most recent version and product enhancements by clicking the ‘click here for revision info.’ link.
A S U G 2010
Session – T5
MyASI Features
A S U G 2010
Session – T5
MyASI Features
•MyTools & Support –
▫ eSupport HelpDesk System - you can submit new helpdesk tickets as well as check the status of currently existing tickets.
▫ Online Discussion Boards - You can post questions and comments as well as share best practices with fellow users. This section will eventually be replaced by a Yahoo! discussion board.
▫ Implementation Basecamp - Basecamp is used to manage all new client implementations. Current clients will not have access to Basecamp.
A S U G 2010
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MyASI Features
•MyFiles –
▫Upload files to ASI – great for use during installs as well as download files placed there for you by ASI.
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Software ReleasesUpdate Campaign Upgrade
• Revision release that updates your software to include the latest features and bug fixes.▫ Revision number increase
3.2.4001 -> 3.2.4002• Occasionally, a SQL file will
need to be run on a database.• New executable.• May include a new help (.hlp)
and table of contents file (.cnt).
• New features are released as well as bug fixes and enhancements.
• Major database structure change.
• Version number increase:▫ 3.2.3 -> 3.2.4
• New executable.• New Help files.• New User Guide.
Always read the ReadMe.txt file.
A S U G 2010
Session – T5
Update Campaigns• Updates to ColdFusion files usually require
replacement of (.cfm) files and sometimes a new .DLL file will need to be registered.
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Other Information on Update Campaigns
• E-mail sent whenever a new campaign is released if you’re signed up for the e-mail blast.
• You can always view “revision info” in the MyASI MyDownloads section under each product title.
• Update campaigns are always cumulative while upgrades are not.
A S U G 2010
Session – T5
eSupport
•Repository of Help Desk inquiries
•Knowledge Base of issues and solutions
•eSupport provides a way for clients to submit, track, and add information to helpdesk ticket.
http://helpdesk.adirondacksolutions.com
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Submit eSupport Ticket
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• Determine type of issue: “Bug Report”, “Change Request”, “New Feature”, or “Support Request”
• Steps to reproduce error, expected results, actual results, description, etc.
• Contact information (name, phone, e-mail)
• Current version
• Database
• More information in eSupport Guide available after you login to eSupport.
eSupport
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Knowledge Base
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What’s Great About eSupport?
•More efficient response▫Handle tickets while not able to take phone
calls.•Track status
▫Log into eSupport and view all institution’s tickets.
•Search solutions▫Knowledgebase of previous issues and
solutions.
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Customer Service Feedback Survey•MyMessages section of MyASI
A S U G 2010
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Questions?
Help Desk:(908) 725-8869 option 2