SAP Business One Support – Pioneer Client Portal User Training
Pioneer B1 Client Portal in AutoTask
Working in a new environment can be stressful if you don’t know how to properly interact with all its features. To help you feel Confident in this new environment, Pioneer has put together a User Training Guide for the PB1 Client Portal.
Read the break down of the User Guide below to learn how to get the most use from your Pioneer B1 Client Portal in Autotask.
- Welcome to Pioneer B1 Client Portal
- Getting Started
- Creating a New Ticket
Welcome to Pioneer B1 Client Portal!
First, what is the Client Portal?
It is a Secure Website that gives you access to your company’s Support Requests and Projects in Autotask
What can you do there?
Submit Tickets directly into our Ticketing System
Monitor Progress/Status of on-going Tickets/Projects
Add Notes or Attachments
Getting Started in The Client Portal
Before you Start Working in the Client Portal…
…You’ll receive a Welcome Email!
When you First Login you should Edit Your Profile and Change Your Password!
Edit Your Profile
No matter what level user you are, you are able to view and edit your Client Portal User Profile.
How to Edit Your User Profile:
- At the top of the Client Portal, click the Edit Profile link
- Review and edit your information
- View Security Level Permissions
- Click Save and Close
Change Your Password
To Change Your Password, you are going to go back into your Client Portal User Profile.
- Click Change Password
- Type Current Password
- Type New Password (5-50 alphanumeric characters)
- Type New Password again
- Click Save and Close
Navigate the Client Portal
To log in to your Client Portal the first time, use the URL, Username, and Password from the Welcome Email you received.
Don’t have your User Credentials? Send an email to Support@PioneerB1.com to have the info resent to you!
There are 2 ways to store your credentials for faster and easier future access:
Select Remember My User Name to only have to enter your Password and click LOGIN upon returning or,
Select Keep Me Logged-in On This Computer to only have to click LOGIN upon returning.
Client Portal Home Page
The first thing you see after logging into your Client Portal is your Home Page.
The Home Page is made up of 2 main components:
The Page Header, which is persistent no matter what pages you open; and the Dashboard.
The Page Header
The Page Header stays visible to you while you navigate your Client Portal, and contains several useful features.
- In the Top-Right Corner, you will find a drop-down menu where it says Hi, that gives you access to profile/password settings, the ability to open a ticket, and athat opens online help.
- Below that is the Navigation Menu showing Home, Tickets, Projects, and etc.
- And finally, below that is the Announcements Line showing current news items, approval requests, and etc. displayed in colored banners.
The remaining majority of the space consists of The Dashboard.
The Dashboard is populated with several Cards – data and graphics summarizing and displaying Ticket and other information
The different types of Cards you can experience are listed below:
Tickets in the Client Portal
And now on to the most important thing to you – The Tickets!
You can use the Client Portal to submit a Ticket for any issues you may be experiencing, and it will go directly into one of our queues to be prioritized and assigned.
When you initially submit an issue you include:
- A Title
- A Description of the Issue
- The Priority
- Your Contact Information
- And Answers to any Follow-Up Questions
After the Ticket has been received by us, depending on your security level, you will be able to see:
- Consultant Assigned to the Ticket
- Number of Hours Worked on the Ticket
- And Notes and Attachments that have been added to the Ticket
No matter your security level, you will be able to Track Ticket Status, Add Attachments, and Enter Notes of your own.
The Tickets Menu
What Can You Do With the Tickets…?
It depends on your Security Level, but you can:
Submit Tickets Directly
Search Existing Tickets
Monitor Progress, and Review Notes and Time Entries of Previously Submitted Tickets
Add Your Own Notes and Attachments
Creating A New Ticket
Now that you know your way around the Client Portal, it’s time to make a Ticket!
There are 2 ways you can create a New Ticket after encountering an issue:
Create an Automatic Ticket By E-Mail
Send an Email to Support@PioneerB1.com
The System will then create a New Ticket based on the following information:
Ticket Title => Email Subject
Description => Email Body
Ticket Contact => Company’s Contact According to the Email Address
Creat a Manuel Standard Ticket
1. On the Home Page click New Ticket OR click Tickets > New Ticket
Select the Request Type:
2. Complete the following Fields:
3. Save the Ticket, and you’re done!
Now that the Ticket is submitted, you can use the Client Portal to check the status of your Ticket at any time by checking My Tickets, Open Tickets, or Find Tickets options.
View A Ticket
For Users with a Standard Client Portal Security License, when you are assigned the Ticket Contact, you can View the Ticket in the Client Portal, Add a Note or Attachment, Consult the Knowledgebase (if it is enabled), and Print the Ticket.
All Ticket Fields are Read Only
Other Actions You Can Take When Viewing A Ticket
The Supported File Size for Uploaded Attachments is Limited to 10 MB!
Autotask WILL NOT ACCEPT the following File Formats: ade, adp, app, asp, aspx, bas, bat, cer, chm, class, cmd, cnt, com, cpl, crt, csh, cshtml, der, exe, fon, fxp, gadget, hlp, hpj, hta, inf, ini, ins, isp, its, iw, js, jse, ksh, lnk, mad, maf, mag, mam, maq, mar, mas, mat, mau, mav, maw, mda, mde, mdt, mdw, mdz, msc, msh, msh1, msh1xml, msh2, msh2xml, mshxml, msi, msp, mst, ops, osd, pcd, php, pif, plg, prf, prg, ps1, ps1xml, ps2, ps2xml, psc1, psc2, pst, reg, scf, scr, sct, shb, shs, tmp, url, vb, vbe, vbp, vbs, vsmacros, vsw, ws, wsc, wsf, wsh, xnk.
Resources for PB1 User Training Guide – Client Portal in Autotask
Looking for more information? Below are a few links carefully selected by our experts that should give you everything you need to know about our Client Portal in Autotask. Feel free to browse our resources or check out our knowledgebase. If you have any questions about SAP Business One, Creating/Managing a Ticket, Autotask, and more, reach out to us by phone at 855-202-5087 or email Support@PioneerB1.com.