需要帮助吗? 这里是常见问题解答!

Intesis产品的技术支持

• Q: How technical support works for Intesis products?
  HMS technical supports provides the customer with all the manuals, certificates, software, use cases, configuration files and trouble shooting for your specific Intesis Solution.
  
  
  In order to help our Intesis customers access our technical services and provide a great support service, the following document has been created to describe a step by step guide explaining how to register yourself, how to create a case to get support and how consult the status of the cases.
• Q: How to register in HMS portal to get support?

  Register yourself in HMS portal to get Support in Intesis product.

  • 1. Go to https://mysupport.hms.se/en-US/Account/Login/Register?returnUrl=%2Fen-US%2Fcreate-case-support%2F
  • 2. Enter e-mail and password (all the fields are mandatory) (See figure below).
  • 3. Enter the code from the image (See figure below).
  • 4. Accept terms and conditions (See figure below).
  • 5. Click on register (See figure below).

  Note: The Passwords must contain characters from at least three of the following four classes: uppercase, lowercase, digit, and non-alphanumeric (special).

  

  • 6. Fill the form with proper personal data (all the fields are mandatory) (See figure below).
  • 7. Click on Save (See figure below).

  

  • 8. Enter e-mail and password (See figure below).
  • 9. Click on Sign in (See figure below).

  

  To finish the register procedure, click on Confirm Email (See figure below).

  

  Check the inbox and follow the instructions in the validation e-mail to finish the registering process.

  Note: If no e-mail notification is received, make sure that the e-mail address entered is correct and/or check that the e-mail notification is not in the Junk or Trash folder of the e-mail account.

  The link sent to the e-mail will validate your email account, and therefore activate it. Once the e-mail is validated, click on Sign in.

• Q: How to open a ticket in HMS portal?

  Get support on Intesis product through HMS portal.

  • 1. Go to https://mysupport.hms.se/
  • 2. Click on Get Support (See figure below).

  

  • 3. Click on Create Case (See figure below).

  

  • 4. Enter e-mail and password (See figure below).
  • 5. Click on Sign in (See figure below).

  

  • 6. Fill the form with proper data (all the fields are mandatory) (See figure below).
  • 7. Click on Submit (See figure below).

  

  After the user submits the case, it will be shown in case that are missing some details, those can be added by clicking on Create Comment (See figure below).

  

  A Pop-up window will be shown, type the comment. In case the user wants to add a file click on attach file. Then, click on Submit (See figure below).

  

• Q: How to consult your ticket status in HMS portal?

  Consult the status of the case through HMS portal.

  • 1. Go to https://mysupport.hms.se/
  • 2. Click on Sign in (See figure below).

  

  • 3. Enter e-mail and password (See figure below).
  • 4. Click on Sign in (See figure below).

  

  • Click on My Cases (See figure below).

  

  After clicking on My Cases, the user will be able to see the status of the cases. To see the detail of the case, click on the subject of the case wanted (Seefigure below).

  

  In this site the customer will see the information and comments done form the support team and his/her own comments as well in the case (See figure below).

  In the other hand if the customer wants to add a new comment it can be done by clicking on Create Comment (See figure below).

  

  A Pop-up window will be shown, type the comment. In case the user wants to add a file click on attach file. Then, click on Submit (See figure below).