Introduction
It is essential that certain prerequisites are met before you use this document to configure the web portal. Refer to the Implementation Guide for the correct process flow.
By following the flowchart you will have all the information required and the work will be completed in the correct order, so that it wont have to be repeated and tests run at the time will be relevant.
Prerequisite
This document makes frequent use of data contained in the Technical Requirements document.
All relevant sections of the Technical Requirements document must be completed before commencing with the steps in this document.
Creating a VSM Customer and Equipment Location
As a Virsae Business Partner, you will need to complete the initial configuration of new customers within the web portal. This includes:
- Creating a new Customer
- Creating an Equipment Location
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)
The MAC address of the appliance, which is on a label on the actual appliance (Only required if a Hardware Appliance is being deployed).
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' buttom to add a new customer.
Create Customer - Details
In the ‘Details’ tab, enter the customer and partner details, you can also upload a customer logo if you wish.
| 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). |
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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. |
Create Customer - 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.
Create Customer - 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. |
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).