Actian's New Support Portal

[Ingres Forums]

Hi All,

Who thinks that Actian's new Support Portal is better than their old
Service Desk?

Has anyone had any issues with the new Support Portal?

Regards,

R.


--
rthdavid
------------------------------------------------------------------------
rthdavid's Profile: http://community.actian.com/forum/member.php?userid=114647
View this thread: http://community.actian.com/forum/showthread.php?t=15213

[Emma K. McGrattan]

Full disclosure - I'm an Actian employee but here are my three favorite
things about it so far:

It has far better search capabilities than ServiceDesk had.
I can cut and paste to my heart's content.
I can paste a case number with trailing spaces into the search field and
it will still find the case for me.

One downer so far:
I can't get a direct link to a case based only on the case number. This
is a ServiceCloud limitation and is quite surprising.

Emma

_______________________________________________
Info-Ingres mailing list
Info-...@kettleriverconsulting.com
http://ext-cando.kettleriverconsulting.com/mailman/listinfo/info-ingres

[Ingres Forums]

So far I preferred the old Service Desk. The new portal takes forever to
load and makes my eyes go funny the way it has stuff superimposed.

Maybe it's IE 8, looks much better on the iPad.

Jeremy


--
jruffer
------------------------------------------------------------------------
jruffer's Profile: http://community.actian.com/forum/member.php?userid=504

[Ingres Forums]

Interesting. ServiceDesk was horribly slow for me and the new
ServiceCloud portal is nearly instant. Plus, normal web features (like
bookmarking and cut-and-paste!!!) actually work now where in ServiceDesk
nothing about that tool was "web browser" friendly.


--
daryl...@ingres.com
------------------------------------------------------------------------
daryl...@ingres.com's Profile: http://community.actian.com/forum/member.php?userid=736

[Roy Hann]

Ingres Forums wrote:

>
> Hi All,
>
> Who thinks that Actian's new Support Portal is better than their old
> Service Desk?
>
> Has anyone had any issues with the new Support Portal?

So far so good.

Your question is whether it is better than the old Service Desk so the
answer is yes, much.

Relevant tabs; easy navigation, good search capability, good history.
Thumbs up.

The "Ideas" tab made very interesting reading.

(The aesthetics of the site are eye-watering but that's a mere quibble
and I suppose they'll mature soon.)

--
Roy

UK Actian User Association Conference 2013 will be on Tuesday June 11 2013.
Register today at http://www.regonline.co.uk/ukiua2013

[Martin Bowes]

It's a work in progress.

There have been some good positive steps, such as a clear enhancement suggestion button. I also like the priority selection.

However there have been some problems. For example I can't raise a new issue at the moment. This looks like its due to some problem when the data saying what I was paying for support on got scrambled in the crossover.

Also the description box for a new problem is way too small...but I've been led to believe it can be dragged and resized as required.

I've flagged these both as issues with support via the email address that Pam Fowler sent in the announcement.

Marty

-----Original Message-----
From: Ingres Forums [mailto:info-...@kettleriverconsulting.com]
Sent: 14 May 2013 14:04
To: info-...@kettleriverconsulting.com
Subject: [Info-Ingres] Actian's New Support Portal

[Emma K. McGrattan]

We've recommend internally that IE users upgrade to IE9 as IE8
definitely has display problems.

-----Original Message-----
From: info-ingr...@kettleriverconsulting.com
[mailto:info-ingr...@kettleriverconsulting.com] On Behalf Of
Ingres Forums

[Michael Dyer]

Which Browser for ServiceCloud?

Check http://actian.com/support-services/support#faq.

Specifically,:
Q16: What browser is recommended for usage with the customer portal?
It is highly recommended that use the most recent and stable version of
Mozilla(r) Firefox(r) or Google Chrome(tm) . If you choose to run
Microsoft(r) Internet Explorer(r) you must be on IE 9 or higher noting
the compatibility view feature in Internet Explorer is not supported nor
is the Metro version of IE 10.

IE 8 is not supported.

Michael

-----Original Message-----
From: info-ingr...@kettleriverconsulting.com
[mailto:info-ingr...@kettleriverconsulting.com] On Behalf Of
Ingres Forums
Sent: 14 May 2013 14:56
To: info-...@kettleriverconsulting.com
Subject: Re: [Info-Ingres] Actian's New Support Portal

[Karl Schendel]

On May 14, 2013, at 9:56 AM, Ingres Forums wrote:

>
> So far I preferred the old Service Desk. The new portal takes forever to
> load and makes my eyes go funny the way it has stuff superimposed.

SC does seem to login and get going just a little bit more slowly than
SD did, but it's not a huge difference for me. Once in, SC seems to
generally be as fast as SD if not faster.

>
> Maybe it's IE 8, looks much better on the iPad.

I don't think IE is a recommended browser, try firefox.

A plus for me is that SC seems to work fine on Safari; with SD I had
to use firefox with some sort of goofy greasemonkey script to make
it work at all.

It will be more important for customers and Support to like it than
for me to like it; but so far I find the new stuff a lot less annoying
than SD was.

Karl

[Vengust, Tadej]

I don't comment interface while it's not crucial for work. I can say that I liked old application while I was familiar with, I want to make comments on browsing KB and cases ( I liked more world issue).
In result table of KB search column "Published date" lost all meaning while date is set to "03/05/2013". Scrolling through results was scrolling though page not through very limited table. So it was much easier to pick up relevant document.

On browsing through company issues (cases) in view field there is still concept of "all cases" and "my cases". But it always show only "my cases".
A given company can still have several personal accounts registered with supports, but new browsing concept does not feet with business reality. Before we were able to see all the issues which company had opened, but now I can not see any other issue than mine. For the work is very uncomfortable, I don't have any longer access to history of company issues. I hope that this feature with be resoled in future to be compatible with business reality.
I like very much direct connation between my issue and KB.

Tadej

-----Original Message-----
From: info-ingr...@kettleriverconsulting.com [mailto:info-ingr...@kettleriverconsulting.com] On Behalf Of Ingres Forums

[Ingres Forums]

With Firefox I don't get the problems. 20 seconds to load the homepage
is a thing of the past.

Also I can post to this forum which I couldn't in IE8. Not sure if
that's IE or local policy.

Jeremy


--
jruffer
------------------------------------------------------------------------
jruffer's Profile: http://community.actian.com/forum/member.php?userid=504

[jm]

On Tuesday, May 14, 2013 2:03:52 PM UTC+1, Ingres Forums wrote:
> Hi All, Who thinks that Actian's new Support Portal is better than their old Service Desk? Has anyone had any issues with the new Support Portal? Regards, R. -- rthdavid ------------------------------------------------------------------------ rthdavid's Profile: http://community.actian.com/forum/member.php?userid=114647 View this thread: http://community.actian.com/forum/showthread.php?t=15213

I tried signing on with IE8 and it was horrible - slow, bad layout etc. After seeing Emma's comment, I downloaded Chrome and it's much faster and the layout is fine. One change I have noticed, for the worse, is that I can only see my own cases now, rather than any raised within my company - does anyone know a way round that?

[Ingres Forums]

There are a couple of things I miss from the servicedesk site.
One is the "last update date" on the issue list, it was easy to glance
over the open issues and see which have or haven't seen recent activity.
The other is in the notification emails. In those from SD you could see
the text of whatever update is being delivered to you in the message
body. Now it takes a little more effort to read the update, especially
if you haven't already got a browser open and logged into the customer
portal.
These are really only minor gripes though, and it's early days. I'm sure
we'll all grow to appreciate the new site as it becomes more familiar...
GJ


--
geraintjones
------------------------------------------------------------------------
geraintjones's Profile: http://community.actian.com/forum/member.php?userid=57763

[Ingres Forums]

The problem with "All Cases" only showing the same as "My Cases" is
being worked on.


--
Bodo
------------------------------------------------------------------------
Bodo's Profile: http://community.actian.com/forum/member.php?userid=16

[Karl Schendel]

On May 15, 2013, at 9:43 AM, Geraint wrote:

>
> There are a couple of things I miss from the servicedesk site.
> One is the "last update date" on the issue list, it was easy to glance
> over the open issues and see which have or haven't seen recent activity.

I'm not sure if the customer portal is the same, but I am able to
create my own case view and include whatever columns I like.
There is a last modification date/time associated with a case.

> The other is in the notification emails.

I've seen internal discussions on this issue but I don't know if
there is an answer yet.

Karl

[Ingres Forums]

If Actian Staffers could see the restrictive nature of the portal
experience imposed on Customers, they'd have a lot more sympathy!

The Search/Sort facilities are poor.

--
rthdavid
------------------------------------------------------------------------
rthdavid's Profile: http://community.actian.com/forum/member.php?userid=114647