User Manual - We Transform. SAP® Solutions into Value

itelligence Customer Portal

User Manual

Itelligence Customer Portal – User Manual

Wednesday, June 6, 2018

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www.itelligencegroup.com

Table of Contents

1. General .................................................................................................................................. 3

2. Logon Screen .......................................................................................................................... 3

2.1 Single-Sign On with SAP Passport .............................................................................................. 4

3. Navigation .............................................................................................................................. 7

3.1 Initial Screen ........................................................................................................................... 7

3.2 Home Screen / Fiori Home Page................................................................................................. 8

3.3 User Settings and Edit Home Page ............................................................................................. 9

3.4 Applications .......................................................................................................................... 14

3.4.1 Groups on Home Page ............................................................................................................ 14

3.4.2 Ticket Processing ................................................................................................................... 14

3.4.3 Monitor Selections .................................................................................................................. 20

3.4.4 Key User ............................................................................................................................... 29

3.4.5 SAP Links .............................................................................................................................. 31

4. Ticket View and Process Description ......................................................................................... 35

4.1 Status values ........................................................................................................................ 37

4.2 Detailed Ticket View ............................................................................................................... 37

4.2.1 Conversation ......................................................................................................................... 38

4.2.2 Details .................................................................................................................................. 38

4.2.3 Persons ................................................................................................................................ 39

4.2.4 Attachments .......................................................................................................................... 39

4.2.5 Contract Details ..................................................................................................................... 40

4.2.6 SAP Notes ............................................................................................................................. 40

4.2.7 Change Log ........................................................................................................................... 41

4.2.8 More Details .......................................................................................................................... 41

4.3 Additional options .................................................................................................................. 42



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1. General

This document is intended to guide you through the usage of the Customer Portal from itelligence. We are

describing all functionalities of the tool so that you can create and work with tickets to request support via

tickets. The tool is based on the newest frontend technologies from SAP (SAPUI5 / Fiori).

We also provided an introduction video on YouTube to show you the major functionalities in a more

interactive way.

2. Logon Screen

Please access the itelligence Customer Portal using the link below:

https://customerportal.itelligencegroup.com

User: Enter your user name provided to you in a separate e-mail.

Password: For the very first logon to our portal, please enter the initial password. Please follow the

onscreen introductions.

https://customerportal.itelligencegroup.com/



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The following password policies have to be considered:

• At least 8 characters

• One special character

• One number

• One capital letter

Language: Choose your preferred language. Supported languages are English, Czech, German, Spanish,

French, Japanese, Polish, Russian, Chinese and Turkish.

Change Password: Herewith you can change your current password at any time.

Password Forgotten: By selecting this you are able to request a new password for your Customer Portal

User ID after providing your user and e-mail address. A new password is sent to you via e-mail.

Contact: This shows an overview of all contact details of all local itelligence departments.

2.1 Single-Sign On with SAP Passport

The itelligence Customer Portal allows using your SAP Passport certificate. With this you will have the ability to

simply use Single-Sign On (SSO) as you might know it from other SAP websites.

If you not already using it, please follow the instructions below of how to install this certificate.

Navigate to URL: https://support.sap.com/en/my-support/single-sign-on-passports.html at SAP. Click the

button ‘Apply for an SAP Passport’.

https://support.sap.com/en/my-support/single-sign-on-passports.html



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This will open the appropriate SAP ONE Support Launchpad application. Check if your name and S-User are

correct. If not, please logon and off again. If you are still facing issues please get in contact with the SAP

Support directly or report the issue to the itelligence support.

Continue with entering your password for the SAP Support Portal.

Please note: This might not be the same password you are using for accessing the itelligence

Customer Portal.

In the upcoming popup enter a unique password to secure the SAP Passport itself. This is needed for the

installation at your local PC later on. Confirm it with button ‘Apply’.



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At the next page you have to click on ‘Download the SAP Passport’.

Choose a download destination and navigate to the downloaded file. The default file name will be

<Your S-User>.pfx

Once it is stored on your PC double-click it and follow the instructions given by the installation wizard.

When you reach the password request, enter the one you set earlier in the pop-up mentioned above.

Keep all settings as given by the wizard.

After the installation is finalized, you can open your preferred internet browser and it will show a popup prompt

to choose the certificate immediately after navigating to the itelligence Customer Portal. Confirm it and you will

be logged on to the Customer Portal without using your password.

Please note:

The SAP Passport certificate will have a limited validity date. It is restricted to 1 year starting with

the date of issue.



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3. Navigation

3.1 Initial Screen

After your login you will see a startup screen that contains shortcuts to frequently used functions of ICP.

You can find here links to your open tickets, new ticket creation, or dashboard providing overview of your

tickets.

To go to ICP homepage – click on the tab labeled “intelligence Customer Portal” o top of the screen and select

“Home”. As you can see on screenshot below:



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3.2 Home Screen / Fiori Home Page

Once you are logged into the Customer Portal for the very first time you will see the screen below.

Your home page is segmented into app groups. By default, there are ‘Ticket Processing’, ‘Key User’ and

‘SAP Links’. Depending on your authorizations, you can expect different groups.

At the top of the screen, you will find on the left side your user settings and of the right side the App

Search.

The button on the very right side can be used to fast access your tickets. This can be done by either type

in the ticket ID or some keywords of the short text.



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3.3 User Settings and Edit Home Page

You can open your user settings in the upper-left corner of your home screen.

The center of the screen has been moved to the right and you have access to some additional

functionalities.

Click ‘Sign Out’ to log off from the portal.



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This link guides you to a special page providing you this user manual, the above mentioned

introduction video and contact details of our itelligence/NTT Data Business Solutions locations.

Under ‘User Preferences’, you will find some additional settings like

o Change of time zone and language

o Set up a replacement

Just enter the name of a colleague to define your substitute. You will immediately see

suggestions for the input. It is also possible to enter the ID of the user if you already know it.

You can also define several colleagues to become your substitute over a longer period.

Remember that it is not possible to define more than one substitute for the same period.

At the bottom right corner of the screen click ‘Save’ to confirm your changes:

You will get a notification that your changes have been saved



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With this link is it possible to create own groups (e.g. ‘My Home’) and edit existing app

groups.

The home page will be full screen again and some additional buttons appear on the screen.

Let us start at the top.

1. My Home: This is a general group already given to display your favorite apps or apps you often

use. Click the ‘plus’ tile to open our App Finder. Now you will see a catalogue of all available apps.

2. Reset: When you want to go back to the default or in case of issues with tiles, use this option to

reset the group.



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With the App Finder you can add a tile to the selected group by clicking on the pin icon at the

bottom right corner of each tile.

When you are done with the configuration, click the Back icon next to the itelligence logo at

the top of the screen.

Back in the personalization screen you can also change the sorting of your tiles via drag & drop. To

remove a tile hit the red ‘X’ on the upper right corner of every tile. Dragging and dropping tiles is

always possible. It is not required to switch into edit mode of the home page.

If you include apps in 'My Home', they will appear on your homepage. If you do not enter any

apps, the group remains hidden.



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3. Add groups: In addition to the 'My Home' customization, you can define your own group. You can

assign a group name and delete it at any time.



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3.4 Applications

3.4.1 Groups on Home Page

The table shows you which groups are visible depending on your authorization:

Authorization Groups

Maintenance Ticket Processing, KeyUser, SAP Links

Application Support Ticket Processing, KeyUser

Hosting Ticket Processing, KeyUser

3.4.2 Ticket Processing

Several tiles are available for ticket processing in this group.

3.4.2.1 Create Ticket

This app provides the ability to raise a new ticket.

There are a few things to consider.

1. We recommend entering the values always from top to bottom. It is

possible to skip values. After trying to save the ticket, a check for all

mandatory fields is running.

2. Mandatory values are highlighted sequentially. Only one mandatory field is

highlighted at a time. You will be guided through the ticket creation

process.

Start by entering the ticket description. As soon as the first character is entered in the field, the next required

field is marked.



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Continue by selecting all values as intended. Most values can be selected from dropdown boxes. For some

values it may take some time before the values are loaded (e.g. SAP components). Please be patient.

Next item is Contract Type. You can choose from up to three types of contract (Some contract types might be

hidden – depending on your actual contract with itelligence). In case that you have more active contracts – please

choose one that fits the most for the issue you want to address to intelligence support.

1. Maintenance: this option will be active if itelligence is your SAP Maintenance Partner. Select it if you

want to rise a ticket that will involve OSS message and therefore communication between SAP, itelligence

and your company.

2. Application management: (AMS), select this option for all other requests that are based on support

contract with itelligence. When you select this option – additional input field will appear (Subject / Sub-

area) – please select specific product (It works the same way as product catalogue in previous version of

Helpdesk application)

3. Managed Cloud: this option is for customers using hosting services from itelligence



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Based on your input, possible automatic suggestions are displayed. Just enter what you are looking for. If you

already know the abbreviation (e.g. for the SAP component), you can also enter it. The more specific your

keyword search, the shorter the list of results will be.

Note: for AMS requests field SAP component remains hidden – instead you will choose from options in field

Subject / Sub-area. In the list you will see only options that are relevant to your contract with itelligence.

Optional: The Approval Process can be activated with a checkbox. After that there will be three additional fields

meant to name your approvers and the approval type.



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It is recommended to describe your inquiry as detailed as possible. At least 10 characters are required. It is not

possible to enter inline markups or images (e.g., screenshots).

To include additional files (e.g., documents, screenshots, log files, etc.) use the ‘Attachments’ area at the

bottom of the ticket creation form. Click the + icon on the right-hand side to open your file browser.

Confirm the ticket creation by clicking the appropriate button at the bottom right corner of the screen.



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After submitting your new ticket, you can open it immediately by using the new button on the right side of the

screen. This list will be extended as soon as you create further tickets. After logging off from the Customer

Portal it will be empty again.

Drafts

Drafts are meant to provide a faster way to create tickets. Especially if you need to raise tickets of very similar

content more often than usual.

Drafts can be created during ticket creation, but you can also update them again.

Click on the button ‘Drafts’ at the bottom left corner of the screen:

If you have never clicked this button in the current view of the ticket creation, the initial options are ‘Save as new draft’ and ‘Show my drafts’.



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Saving a draft will be confirmed with a popup.

To open a previously saved draft, you can choose ‘Show my drafts’. You can also delete them with the small red

X icon at the end of each entry.

As soon as the draft is open there is a new option called ‘Update draft’. This is meant to change your current

draft. You do not have to replace it by a new one.



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3.4.3 Monitor Selections

The following apps can be used to select and interact with your existing tickets.

3.4.3.1 My ToDos

The tile provides access to all tickets you have to react to.

The counter is an indicator of how many tickets have to be processed, e.g.,

by entering the necessary information for itelligence or checking a possible

solution to your problem.

3.4.3.2 My Default User Variant

This tile contains a ticket monitor selection based on your own defined

selection criteria.

The displayed counter indicates again how many tickets fit to the current

selection.

How to set up this user-dependent monitor variant is shown in chapter

3.4.3.4.



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3.4.3.3 My Open Tickets

It shows tickets for which you are responsible. Basically, it is intended to

display all your own open tickets. Closed tickets are not included in this

view.

Within the monitor app you have several options to configure the look and feel:

Settings: Click the settings icon to open the Monitor configurator. Here you can change

displayed columns, sort order, filter and group the ticket list.

• Columns: Choose the columns you would like to see on your ticket monitor. Depending on your

screen size the columns will be displayed side by side. We recommend displaying maximum 7 to

8 columns.



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It is possible to display more columns but it will sort the values beneath each other, as you

can see in the following screenshot.



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Columns can be moved by selecting the line and using the up and down buttons on the

upper right side of the screen.

• Sort: Here you can sort the table by the selected columns. The sorting order can be ascending

or descending. You can add additional values by clicking the ‘Plus’ icon at the end of each line.



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• Filter: This is a filter of tickets with exclude or include options.

• Groups: By using this you can separate your ticket list into sections based on the chosen

value.



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For example, when you group the list by value ‘Classification’ it is going to look like this:

Export to Spreadsheet’ Export of the current ticket list into a Microsoft Excel spreadsheet,

which is ready to be stored locally on your computer.

Maximize / Minimize This changes the table into full screen mode and removes all the

navigation options on top and at the bottom of the screen.

Automatic Refresh: You can enable an automatic refresh for the current monitor view.

Enter a minimum duration of 120 seconds. You can disable the

refresh by removing the previous value again. The small grey

indicator right beside the label turns green when the refresh has

been activated.



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3.4.3.4 Ticket Selection

This app can be used to search tickets based on several selection parameters.

You will be navigated to the view where you can define the selection parameters according to your planned

search. The screen looks like this in general.

At the top of the screen you will find the variant configuration. With the field ‘Variant Name’ in the center you

can save your current selection as a variant. Therefore, click ‘Save Variant’ after typing in a name/description.

You have a lot of flexibility with this. On the left hand side you can reset your customized selections back to

default, add new rows to the screen with the ‘plus’ button and select your previously saved variants.

You can delete rows which are not required with the red ‘X’ icon at the end of each row.

If you want to get quick access to one of your selections, you can save it as a new tile to your home page.

Therefore you have to choose the variant before and you will get the ‘Save as tile’ button at the bottom menu

bar.

In every row you can make an arbitrary decision which selection criteria you want to focus on.



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Enter some describing details to the upcoming popup and confirm it with the OK button.

Back at your Home Page you will find the new tile in the selected group. By default, it will be assigned to ‘My

Home’.



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PLEASE NOTE: Always make sure to choose and combine meaningful ‘Select Options’.

Depending on the content of the criteria, you can choose between some operations. For instance, when you are

looking for a specific fix value like ‘Ticket Number’, it is recommended to use ‘EQ equal to’.

In case of periods like ‘Created at’ you should choose ‘BT between lower and upper’. Then, a new column will be

displayed called ‘Higher Limit’.

To execute the search click the ‘Search’ button at the bottom right corner of the screen.



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3.4.4 Key User

The group ‘Key User’ is visible if you have the appropriate authorization.

3.4.4.1 Tickets to be Approved (Optional functionality)

Please note: Using this app is only needed for tickets that are

enabled for the approval process.

The approval process is an optional functionality for ticket processing and has to

be enabled separately. It is required to define so called Change Managers of

your company. Only these users can display tickets they have to be approved.

You will be navigated to the ticket monitor view. Choose a ticket you want to work with by simply clicking it.



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There are two ways to respond to the approval request.

You can simply type in your comment into the ‘Reply or Add an Info here’ box and submit it with the ‘Arrow’

button at the right side of the screen:

Within the upcoming popup, you have to decide between:

• Reply to Support in case of additional question according the requested approval.

• Reject

• Approve



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Another option is to use the actions directly. Therefore click the ‘Actions’ button in the menu bar at the bottom

right corner.

A popup will be displayed to enter your comment for all three actions:

In any case, the comment will be shown in the text log instantaneously. Based on the chosen approval type the

status will be changed to ‘Customer responded’.

When more than one approver has to approve the request, the ticket stays in status ‘Waiting for Approval’.

3.4.4.2 All Open Tickets

The ticket monitor tile shows all open tickets of your company. This is only

possible when your user has the appropriate authorizations. Limited

authorization will only give you access to your own tickets. This tile is not visible

in that case.



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3.4.5 SAP Links

The group ‘SAP Links’ is only visible for customers with an SAP Maintenance or Application Support contract.

The following two tiles are available:

These tiles will open resources directly at SAP. Our tool forwards you directly to the SAP Support Portal.

You will be asked to log in again with your user.

3.4.5.1 SAP Notes

This tile navigates you into the Knowledge Base Article Search of SAP.

It is part of the SAP Support Portal. You need to log onto it separately with the

S-User your SAP department provided to you. You can use single sign-on (SSO)

if you are using the SAP client certification (SAP Passport).



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Within the SAP Support Portal / Knowledge Base you can do some research for your current issue. SAP will

deliver standard bug fixes to issues encountered in their standard functionalities. If your reported issue

occurs in standard SAP coding, it might be possible that the itelligence support refers to one of these KBA

(Knowledge Base Article) or SAP Notes to provide a possible solution.

If you enter a SAP note number you need to logon to the SAP ONE Support Home page. You can use single

sign-on (SSO) when you install the SAP Passport.

After logging in your note is displayed directly. When you just type some keywords, you will get access to

a separate search interface.



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3.4.5.2 Service Connections

This tile also opens the SAP ONE Support home page. Please log on with your access data for SAP Portal.

You may also use the SAP Passport for single sign-on (SSO).

You will be navigated to the app ‘Remote connections’. There you can open, maintain and close

connections to your company’s SAP systems. Please keep in mind that, based on your authorizations at the

SAP Support Portal, you might see only SAP systems which you are responsible for. In every customer

organization at SAP there is at least one user defined as ‘Super Admin’. If you have trouble finding the

right SAP system, please get in contact with your Super Admin first.

To maintain the access data use the area in the upper right corner.



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4. Ticket View and Process Description

This chapter shows you the ticket processing view. This view has to be used to see replies of the itelligence

support, enter your replies, approve or decline approval requests and much more.

The following steps describe how a ticket will be processed in our customer portal.

1. Create a new ticket using the tile ‘Create Ticket’.

2. You will receive a notification as soon as the itelligence support causes a ‘customer action’ or is able to

propose a solution.

3. Open your ticket using the tile ‘My ToDos’ and check it.

4. Enter a comment to the ‘Reply or Add in Info here’ box in the middle of the screen and confirm it by

using the arrow button (Submit) at the right side of the screen. The ticket status will be changed to

‘Customer responded’.

5. When your issue has been solved, you can close the ticket with the action ‘Close Ticket’. You will find

this action in the bottom right corner of the screen within the menu ‘Actions’.

4.1 Status values

A major aspect during ticket processing is the ticket status. You will recognize during the ticket lifecycle there

are several different status values which guide every involved party through the ticket processing.

Here you will get an overview about all values and their meaning.

Status value Description

New It is always the first status of your ticket. You just raised it and the itelligence support

did not react to the ticket yet. The measurement of agreed SLA values was started.

Active

This indicates that the ticket will be processed at itelligence and you can expect a

response in the very near future. In most cases this is the first status after New and it

will stop calculation of ‘Initial Response Time’ and ‘Reaction Time’.

Assigned

Sometimes there is a need to assign a ticket immediately to a specific support

employee or another support group. It depends at which department of itelligence the

ticket has been raised. Either the routing is adjusted accurately based on chosen

characteristics in the ticket, or there is one group to dispatch your ticket.

In both cases the Initial Response Time will be stopped.

Customer Action

For this you are on the lead to work at your ticket. Additional details about the issue

might be required or maybe the itelligence support is asking for further input of a

specific inquiry to continue the work at the ticket.

When you agreed on a Solution Time SLA this will be stopped till you are going to

reply to the ticket.

Proposed Solution Just like ‘Customer Action’ you need to interact with your ticket.



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The itelligence support was able to provide a possible solution for your inquiry or

issue. Please feel free to check it and reject the solution if applicable by simply

posting your text into the ‘Post something here…’ box.

Same as for Customer Action, when you agreed on a Solution Time SLA this will be

stopped till you are rejecting the solution.

Customer

responded

That is a very important status for the itelligence support. It indicates that you

provided further details or rejected the proposed solution. Itelligence is now in the

lead to process your ticket again.

The measurement of Solution Time is continued as well.

Sent to SAP

Only valid for SAP Maintenance tickets, this status value will be set as soon as the

itelligence support decided to involve SAP into solving your issue. Usually this is the

case when the SAP standard functionality runs on error. In this case the Solution Time

is still running.

Suspended In case of stopping ticket processing due to certain reasons itelligence support can

suspend your ticket. Every SLA calculation will be stopped.

Waiting for

Approval

Only valid when Approval Process is activated for the chosen Contract Type. It

initiates the approval of a ticket. There can be assigned up to two additional roles to

your ticket. They are encouraged to approve or decline the requested inquiry. With

the type of the approval sometimes both have to approve, or only one has to

approve.

Partner Action

This is another optional status value and can only be used by the itelligence support.

It enables known partner organizations to process your tickets. Partners are able to

reply to you directly within the ticket. In case you have to reply to it, it will

automatically sent back to the consultant of the partner.

Agreed Solution Times are still running during Partner Action.

Request for

Closure

There are two ways to get a ticket set to this status. First, the itelligence support can

set it manually and there is also an optional automatic routine in place.

By default, it is defined that a ticket that stays in status Customer Action or Proposed

Solution for 4 weeks will get this status value.

It informs you that your ticket will finally be closed in additional 4 week.

Closed

It’s always the final status of your ticket. Generally, it is in your responsibility to close

your tickets once they are solved or not needed anymore. A closed ticket can never

be reopened and changes are not possible anymore.

As mentioned in Request for Closure, a ticket will be open for additional 4 weeks until

it is closed automatically.



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4.2 Detailed Ticket View

Here you can see how the ticket view is working. Every ticket is structured in the same way.

The header of every ticket offers several additional tabs besides some general details. Let us have a look at all

of them:

4.2.1 Conversation

Here you can access all conversations between you and itelligence support in the form of a

text log. The entered texts are recorded in descending order - the most recent entries are

always at the top.

Please note: Only you as the reporter, your substitutes and separately defined additional customer contacts

can trigger a status change to ‘Customer responded’ by using the ‘Post something here’ textbox. This is only

possible when the ticket is set to ‘Customer Action’, ‘Proposed Solution’, ‘Waiting for Approval’ or ‘Request for

Closure’. Everyone else within your organization can also post a comment to the ticket within the ‘Post

something here’ text box, but the status will not be changed. The current Message Processor will receive a

notification and can react appropriately.

Keep in mind that in such a case the calculation of agreed SLAs is still paused.



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4.2.2 Details

This option is meant to show further details of the ticket. You have the chance to access SAP

Service Connections and the Secure Area. Besides that in the upper right corner of the detailed

view you will find the ‘Export as PDF’ option.

Please note: You are allowed to change some field values after the ticket creation (e.g. External Reference and

System Type). To submit the change it is required to save the ticket with the appropriate button at the

bottom right corner of the screen.



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4.2.3 Persons

This tile provides you with a list of all persons and organizational units involved in ticket

processing.

4.2.4 Attachments

Use this tab to access all attached files. The user can also add new attachments by clicking on

the plus symbol in the upper right corner of the table.

A symbol indicates the content of the attachment. For instance, the camera icon will be displayed in case the

attached file is a picture.



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4.2.5 Contract Details

The Contract Details option provides some additional details about the respective contract

valid for your ticket.

4.2.6 SAP Notes

This provides a way to save links to SAP Knowledge Base Articles (KBA) and SAP Notes directly

to your ticket.

To enter a new line click the plus icon in the upper left corner of the table. You will see two editable fields to

enter the SAP Note ID and an appropriate description. The blue SAP logo is a direct link to SAP Support Portal.



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4.2.7 Change Log

The Change Log contains all previous activities of the ticket. It is meant to reconstruct what

happened in the past.

The log is sorted by ‘Created On’. This is the time stamp when the particular change happened in the ticket.

4.2.8 More Details

There are some additional details excluded in this extra tab.



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At the bottom of every ticket you have access to some general functionalities.

4.3 Additional options

Search Ticket This is a direct way to open the ticket selection screen.

Refresh Can be used to refresh the current displayed data. We recommend doing a refresh especially when

staying in the ticket for a longer time. It is not automatically updated, e.g. in case the itelligence support

responds to it.

Actions This option is used to run several actions depending on the current status of the ticket (e.g. Reply to

Support, Set/Change Customer Contact, Close Ticket).

Save This functionality can be used to save your ticket. Usually changes in the ticket will be saved

automatically, but sometimes it is needed to save it manually, e.g. in case of changing specific fields.

Close Ticket As soon as you have the role ‘Currently Responsible', you can close your own tickets directly.

This is possible in the status values like 'Customer Action', ‘Proposed Solution’ and 'Request for Closure’.

In some cases you will be asked to rate the quality of support. To improve our support we would like to get

some feedback. You may also have the chance to cancel this survey.



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Save as Tile Every ticket can be saved as a tile to your own home page.

You can enter a title and assign it to one of your own groups. The default value is set to ‘My Home’.

User Manual - We Transform. SAP® Solutions into Value

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