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T5 upgrades, patches, and e support! oh my!

T5 upgrades, patches, and e support! oh my!






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    T5 upgrades, patches, and e support! oh my! T5 upgrades, patches, and e support! oh my! Presentation Transcript

    • Upgrades, Patches, and eSupport! Oh My! Tuesday : 9:00am – 10:00am 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.
      • We recommend all users of the software register for a MyASI account at www.adirondacksolutions.com
    • 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.
    • 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.
    • MyASI Features
    • 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.
    • MyASI Features
      • MyFiles –
        • Upload files to ASI – great for use during installs as well as download files placed there for you by ASI.
    • Software Releases
      • Update 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.
    • Update Campaigns
      • Updates to ColdFusion files usually require replacement of (.cfm) files and sometimes a new .DLL file will need to be registered.
    • 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.
    • 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
    • Submit eSupport Ticket
      • 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.
    • Knowledge Base
    • 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.
    • Customer Service Feedback Survey
      • MyMessages section of MyASI
    • Questions? Help Desk: (908) 725-8869 option 2