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


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

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