This section makes frequent use of data contained in the Technical Requirements.
All relevant sections of the Technical Requirements Data collection should be completed or known before commencing with the steps in this section.
Creating a VSM Customer
As a Virsae Business Partner, you will need to complete the initial configuration of new customers within the web portal.
Information you will need to have on-hand to complete this process consists of:
- Your Virsae Business Partner login details
- Your customers details, including:
- Shipping and billing addresses
- Primary contact name and phone number (optional)
- Partners Customer Number (optional: a reference that identifies your customer to your business)
- Customer Service Desk email address (optional)
- Customer logo (optional)
Logging In
To log on, browse to https://servicemanagement.virsae.com or your specific Business Partner VSM URL.
At the login page, enter your email address and password.
Adding a New Customer
After logging in as a Virsae Business Partner, the Partner landing page will be displayed.
From the ‘Service Desk’ menu on the top bar, select ‘Customers’ to go to the customer list.
Click the 'Add Customer' button to add a new customer.
Details
In the ‘Details’ tab, enter the customer and partner details.
You can also upload a customer logo if you wish. The customer logo will appear on your Business Partner Home page and on the dashlets you have on any Dashboard, for this customer.
| Field Name | Details |
|---|---|
Display Name | Free text customer name |
Customer Service Desk Email | The customers service desk email address. This is the destination for alarms and general notification (optional). |
VSM Express Customer | Select this when the customer is subscribed to VSM Express or an Access Concentrator only deployment. For Access Concentrator only deployments, this field is mandatory. |
Partner Account number | The partner account number. This is used by the partner to bill the customer. This number would typically be defined in the financial relationship between the partner and their customer(optional). |
Partner Customer Number | The customer number. This is a billing reference that the BP knows the customer by – E.g. from the partners CRM system (optional). |
Partner Service Desk Email | The partner service desk email address specifically for this customer. This is where alarms and general notifications for this customer will be sent. If empty, all emails will be sent to the partner service desk address specified within the Business Partners settings. |
| Upload Logo | Add a company logo. This will appear on reports and dashboards, and other parts of the application. The image uploaded will be resized to W/H 100/100. This may cause distortion for small images. It is recommended that your logo is as close to 100/100 as possible and with a transparent background. Note that it may take up to 30 minutes to load. |
Address
Click the 'Address' tab.
Enter the customers address details. If the shipping address is the same as the billing address, check the checkbox and the details will be carried across.
Account Settings
Click the 'Account Settings' tab.
The Account Settings tab allows to you enable optional security policies for your customer’s users.
It also assigns the access role this customer belongs to if you are using Roles Based Access.
| Field Name | Details |
|---|---|
Enable Password Aging | If enabled, the password aging policy forces the user to change their password after a specified number of days. |
Enable Idle Timeout | The Idle timeout policy determines the number of minutes of inactivity before the user's session times out and the user is redirected to the log in page. The minimum value is 1. Dashboards and existing remote access sessions are exempt from this setting. |
Enable Password History | The Enforce Password History policy determines the number of unique new passwords that must be associated with a user account before an old password can be used. |
Suspend account on inactivity | If enabled, the account suspension on inactivity policy determines the number of days an account is idle (not logged in), before it will automatically be suspended. The maximum and default value is 120. |
Select Role | By default, all customers are added to the Default Role. Associate this customer with any additional roles here. To manage Roles and Access, go to Service Desk> Manage Roles and Access. |
Tags
If tags have been set up, then these can be selected from the drop-down boxes. For information regarding setting up tags, click here...
Once all details have been entered click the ‘Save’ button. The customer will be created and can be seen on the Business Partner Landing page (i.e. the “Home” page).
Manage Subscriptions
At this point the customer will have been created, but will not be subscribed to any VSM Features.
You will need to assign the appropriate subscriptions by right clicking on the customer and selecting ‘Service Desk> Manage Customer’.
Click on 'Manage Subscriptions' from the top bar.
Subscribed Features
The list of subscribed features will be displayed.
At the bottom of this page click on 'Manage Subscriptions'.
Assign the appropriate VSM features to the customer. This is done by dragging the required feature from the Available Options list to the Selected Options list.
Assignment of features at this point will create a billing contract and the Business Partner will begin to be invoiced for the service by Virsae in accordance with the financial relationship.
It is up to the Business Partner to ensure their customer is in turn invoiced for the service in accordance with that commercial relationship.
Once complete click on the ‘Submit’ button at the bottom of the page.
Your customer setup is now complete and you are ready to create an Equipment Location.