Login Page
Please enter your credentials directly in the username and password fields. The "Login with Serviceware ADFS" option is reserved for employees of Serviceware SE.
Landing Page
After logging in, you will land on the Customer Service Portal's landing page. Here you can easily navigate to different areas of the portal and always have an overview of your active cases. The range of functions may vary depending on the Serviceware products you have purchased. In this document, we guide you through the basic functions.
User Menu
Our user menu allows you to customize your language settings and offers the option to log out of the Customer Service Portal.
Case Overview
In the case overview, you will find a detailed list of all current cases. Here you can see the general status, case status, reference number, requester, subject, type, module and various filter options to optimize your overview.
Subject
The subject of a case provides a brief and concise summary that allows you to immediately grasp the content of the case and quickly recognize the urgency and main topic.
Reference Number
The reference number is your unique identification for each case. It helps you and Serviceware Support efficiently allocate all relevant information and the communication history. Please always have this number ready.
Type
Cases can be assigned to different types, depending on the modules you have purchased and your service and maintenance contract. Primarily, our information in this guide refers to the type Incident Record.
Status
The general status of a case indicates whether it is still being actively processed or has already been completed. Cases in the "Active" status require further action, while "Closed" cases have been fully processed.
Time Period
The time period filter allows you to filter cases based on their creation date to keep track of new or older cases.
Requester
The requester is the user who created the request. Additionally, we would like to point out that the organizational view can be activated for each account so that all processes of your company are visible to you. This cross-departmental display function is disabled by default and must be activated for each user individually. It is only activated upon your explicit request. By activating this function, authorized persons can see not only their own processes but also all other processes submitted by other persons on behalf of your organization. For more information about this feature and its activation, please contact us.
Case Status
The case status shows the current processing stage. The different statuses include:
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To Proof: Initial review initiated.
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Wait for requester: Feedback from the requester required.
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In Clearance: Internal coordination required.
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Defect/RfC: Clearly categorized as an application error or change request.
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Solved: Issue has been successfully resolved.
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Closed: Case has been closed after resolution or 14 days without feedback.
Module
The module indicates which product the case relates to. This facilitates targeted and efficient problem-solving.
Submit Request
Use the "NEW REQUEST" button to record a new request. Select the relevant product and provide all necessary details to ensure precise and quick processing.
View and Update Cases
In the detail view, you can see and update the description and comment history of your case. Use the comment function or the option to communicate via email to provide additional information.
Remote Support
For effective remote maintenance, Serviceware offers support via Remote Support with TeamViewer. By installing and entering a session ID, requesters and Serviceware Support can establish a secure connection, display screen content, transfer files and take control. This enables efficient collaboration and real-time information exchange.
