Onventis Service Portal
Introduction
We provide the Onventis Service Portal to register and manage (support)requests. The Service Portal is available for registered support contacts using the following URL:
Within the Onventis Service Portal you can raise a request, check the status of all your open requests, comment on your request and view your history.
How to get an account for the service portal
As an Onventis customer, you always have a dedicated number of support contact users, based on your contract. As soon as your implementation project is completed, your consultant will hand you over to our Customer Service Team. As part of this, you will receive an invitation to our service portal.
The invitation includes a link which you can use to set your personal password.
Please be aware that we can only accept requests from the name support contacts users and their email addresses registered us. This is not only for operational reasons, but also to ensure security and integrity to your system.
How to change Support Contact Users
If you need to change a support contact user, simply reach out by creating a ticket, providing us with the name and email of the new support contact user and the person that they are going to replace. The new support contact user will then receive an invitation to the service portal.
How to Login
You can log in by navigating to the following page in your browser: https://service.onventis.com
Enter your email address and click on “Next.”
Enter your password. You will be forwarded to the Onventis Service Portal if logging in was successful.
How to create a new request
When creating a new request, we will ask you what we can help you with. Please indicate what kind of question you want our Customer Service team to ask.
You can chose from one of these four request types:
Technical issues or disruptions (e.g. an error message or other malfunction within the application)
Improvement or new feature suggestions (e.g. request a change in the application)
Request paid service or license (e.g. changes in interface, extending your license, implementing additional features, or adding a specific report)
Other requests (any other request you may have)
How to fill out the request form
Depending on the selected request type, we will ask you for a few details. Please give us much information as you can, so we can help you as quickly as possible.
Technical issues or disruptions
When selecting “Get help with technical issues or disruptions,” you will be forwarded to the following form:
The following fields can be filled in:
Share with: By default, your request is visible to the other Support Contact Users of your organization. We suggest to leave this enabled so that your colleagues can step in if needed.
Summary (required): Provide a short explanation of your request. For example “An error message appears when I click on ‘approve’ in a purchase order”
Product area: Select the product area in which the issue occurred. While this is optional, it helps us directing your request to the right person faster.
Description (required): Provide a detailed description of the issue. Please make sure to provide all relevant information that you have available, including examples, logs and anything else that can be of help to solve your case.
Attachments: Upload screenshots or videos that show your issue and where it happened. If you provide screenshots, please make sure to include the whole browser window and, if possible, the date and time when the screenshot was taken.
Business impact (required): Let us know the impact this issue has on your business:
Level 1 | Production application down or major malfunction affecting business and high number of staff. |
Level 2 | Serious degradation of application performance or functionality. |
Level 3 | Application issue that has a moderate impact to the business. |
Level 4 | Issue or question with limited business impact. |
Click ‘Send’ to send in your support request. If you need to add more information later, just look up your request (see "How to see my requests") or reply to the automated email you receive once your ticket has been created.
Tips from the customer service team on what to mention in your support ticket:
Menu in which the user is working
What action the user is doing
Which record or object the user is working with
What is the actual behavior
What is the expected behavior
Improvement or new feature
When selecting “Suggest improvements and new features,” you will be forwarded to the following form:
The following fields can be filled in:
Share with: By default, your request is visible to the other Support Contact Users of your organization. We suggest to leave this enabled so that your colleagues can step in if needed.
Summary (required): Provide a short summary of your idea.
Product area: Select the product area to which the idea applies occurred. While this is optional, it helps us directing your request to the right person faster.
Description (required): Provide a detailed description of your idea and how it will help your business. Please make sure to provide all relevant information that you have available.
Attachments: Upload screenshots or videos that might help understanding your idea better.
Please click ‘Send’ to send in your improvement request.
Tips from support to mention in your improvement/ new feature ticket:
Describe your business case for which you would like to suggest the improvement
Request paid services or licenses
When selecting “Request paid services or licenses,” you will be forwarded to the following form:
The following fields can be filled in;
Raise this request on behalf of (required)
By default, the email address with which you logged in will be displayed.
What is your question? (required)
Provide a short explanation of your request.
Product area (required)
Select the product area in which the improvement is suggested
Provide as much detail as possible about your question(required)
Provide a detailed description of the improvement.
Attach any relevant files
Upload screenshots or videos which support your question
Please click ‘send’ to send in your request for paid services or licenses.
Other requests
When selecting “Other request,” you will be forwarded to the following form:
The following fields can be filled in;
Raise this request on behalf of (required)
By default, the email address with which you logged in will be displayed.
Summary? (required)
Provide a short explanation of your request.
Product area
Select the product area for your request.
Description (required)
Provide a detailed description of your request.
Attachments
Upload screenshots or videos which for your request.
Please click ‘send’ to send in your other request
How to see my requests
When logged into the customer service portal, you can click on your “profile and settings” link at the right upper corner of the portal;
Open your profile, and after open your ‘requests’
The following screen will appear:
By default, you will see all open requests linked to your company.
By using the filter in ‘status’ you can filter on open but also “closed” tickets.
By using the filter next to it, you can filter on ‘all’ tickets from your organisation or only those you have been a participant of.
Using the “Edit list view,” you can add/ remove or change the order of the displayed columns.
How can I add information to a request
Look up the ticket you want to add information to. Open the ticket by clicking on its number.
In the section “Add a comment,” you can enter the information you want to provide.
This section can be found at the bottom of the ticket
Please note that this section is only open when the ticket is created via the NEW service portal. For the tickets created in the old service portal, adding a comment is no longer possible. Please create a new ticket for this, referencing the old ticket.
If a ticket is closed, it will be reopened automatically.
How can I close/ cancel a ticket
Look up the ticket that you want to close. Use the options in the ‘status’ section to close or cancel a ticket.
How do I change my default language
By default your languages will be picked up from your browser settings. It is possible to set a fixed language. To change this, click on your “profile and settings” link at the right upper corner of the portal and click on ‘Profile’.
In profile, it is possible to set a Language:
Don’t forget to ‘save’.
The change may take up to 5 minutes to appear.
How to log out
To log out, please click on your “profile and settings” link at the upper right corner of the portal;
and click on ‘Log out’.