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

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Chris Lee
Chris Lee

This document discusses software updates and support tools provided by Adirondack Solutions including MyASI, update campaigns, upgrades, and eSupport. MyASI is a web tool for registered users to manage accounts, download software updates and documentation, and submit support tickets. Users can submit tickets through eSupport to track the status of issues. eSupport also includes a knowledge base of common solutions. Adirondack recommends all users register for a MyASI account to easily access the latest software releases and support resources.

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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
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 youre 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. eSupport
Knowledge Base
Whats Great About eSupport? More efficient response Handle tickets while not able to take phone calls. Track status Log into eSupport and view all institutions 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

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

  • 1. Upgrades, Patches, and eSupport! Oh My! Tuesday : 9:00am 10:00am A S U G 2010 Session T5
  • 2. 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.
  • 3. We recommend all users of the software register for a MyASI account at www.adirondacksolutions.com MyASI
  • 4. 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.
  • 5. 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.
  • 7. 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.
  • 8. MyASI Features MyFiles Upload files to ASI great for use during installs as well as download files placed there for you by ASI.
  • 9. 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.
  • 10. Update Campaigns Updates to ColdFusion files usually require replacement of (.cfm) files and sometimes a new .DLL file will need to be registered.
  • 11. Other Information on Update Campaigns E-mail sent whenever a new campaign is released if youre 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.
  • 12. 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
  • 14. 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. eSupport
  • 16. Whats Great About eSupport? More efficient response Handle tickets while not able to take phone calls. Track status Log into eSupport and view all institutions tickets. Search solutions Knowledgebase of previous issues and solutions.
  • 17. Customer Service Feedback Survey MyMessages section of MyASI
  • 18. Questions? Help Desk: (908) 725-8869 option 2