QWiki Tag: Portal

Global Customer Functionality

Global Organization Requirements

In some multinational (“global”) organizations, agreements with suppliers are handled by a central team and then used by various subsidiaries of the organization (rather than having individual agreements made for various subsidiaries).

Each subsidiary would otherwise operate independently, with their own systems, teams, and consultants.

In the case of an agreement with QuantityWare, this would mean that  a central part of the organization will manage the contractual and financial relationship with us, and the various subsidiaries will require their own unique technical support, BCP/BCG usage keys, and Portal access.

Portal Support

The QuantityWare Service Portal supports global organizations with the “global customer” functionality:

• Global customers are configured in the Portal along with one or more “subsidiaries”.
• Both the global customer and each subsidiary have their own unique set of contacts (users), systems, and support tickets.
• The QuantityWare agreement and all financial matters are managed only by the global customer, and “inherited” by its subsidiaries.

This means that the expiry and availability of any BCP or BCG usage keys on subsidiaries are tied directly to the validity date of the global customer‘s agreement with QuantityWare.

Global Customer Differences

Contacts on global customers will see the following differences in the Portal:

• A “Subsidiaries” tab on the Customer Profile, containing:
  • A list of subsidiaries and their Primary Contacts
  • A list of open Subsidiary Customer Requests
  • A button to add a new subsidiary
• Updated agreement validity/expiry warning notices
  • These contain a list of any impacted subsidiaries, with a count of subsidiary systems affected
• Contacts Manager role changes:
  • Different required roles:
    • Agreement
    • Financial
    • Management
    • Primary Contact
    • Purchaser

Subsidiary Customer Differences

Contacts on subsidiaries of a global customer will see the following differences in the Portal:

• Limited access to agreement information
  • Current agreement only
  • No information regarding payment status of an agreement
• No access to Payments Manager
• No access to Questionnaires
• Contacts Manager role changes:
  • Different required roles:
    • Application
    • Management
    • Primary Contact
    • Technical
  • Unavailable roles:
    • Agreement
    • Financial
    • Purchaser
    • Procurement
• Email reminders available for usage key expiration only (not agreement or payment)
• A note at the top of each screen stating the subsidiary is a parent of their global customer, and a button to show the Primary Contact(s) at the global customer.

Communication within a Global Organization

Within the Portal, a global customer and its subsidiaries operate independently of each other, and have no access each others data (other than the limited agreement information shared from the global customer to its subsidiaries).

To facilitate communication within a global organization between it and its subsidiaries, a new role called “Primary Contact” is required to be filled on each global customer and its subsidiaries.

Adding someone to the “Primary Contact” makes their name and email address available to others within the global organization, specifically:

• Contacts on a subsidiary can view Primary Contacts at the global organization
• Contacts on a global customer can view Primary Contacts at all subsidiaries
• Contacts on a subsidiary may view Primary Contacts at another subsidiary within their organization…
  • …but only in the case of attempting to add a system to the Systems Manager that has already been added on another subsidiary

In all cases, any communication to primary contacts must be done outside of the Portal, using the name and email address provided.

Managing Subsidiaries

Adding a Subsidiary

To add a subsidiary to your global customer in the Portal, a Subsidiary Customer Request (SCR) needs to be completed by someone at your organization.

Sending an SCR Request

For security, a contact with the Agreement or Management role must send an SCR link to a specific email address, as follows:

1. Go to the Customer Profile
2. Select the “Subsidiaries” tab
3. Scroll to the bottom of the list of subsidiaries
4. Click the “Add New Subsidiary…” button
5. The “Add New Subsidiary” pop up will appaer
6. Enter the email address of the person who will be completing the SCR
7. Click the “Send SCR Link” button

An email will be sent to the person specified.

Viewing / Deleting SCR Requests

To view any existing SCR requests / completed SCRs ready to process by QuantityWare:

1. Go to the Customer Profile
2. Select the “Subsidiaries” tab
3. Select the “SCR Requests” sub-tab

For SCRs that have not yet been completed, you can choose to send a reminder email, or delete the SCR request so that the recipient can no longer complete the SCR.

Accessing the SCR

On receiving an SCR Request email, and clicking the link within it, you will be taken to the SCR page on the Portal.

You will be asked to enter a two-factor authentication code, which is emailed to you on visiting the page.

Enter the code to access the SCR.

Completing the SCR

The SCR acts similarly to the TUKR, but does not require you to enter any system details:

1. Fill in your subsidiary details
2. Enter the details of any contacts to be added to the subsidiary – along with their roles, including at least one Primary Contact
3. Complete your details (used by QuantityWare to get in touch with any questions) and add any comments
4. Complete the challenge, and confirm the data policy and consultant requirement checks*
5. Click “Submit Request“

If there are any issues with the data you have entered, or you missed any key data, a message will be shown describing what needs to be changed.

* If you do not agree to the QuantityWare Data Protection Policy, we cannot accept the disclosure of your data to us and as such cannot process your request.

Processing the SCR

After Submitting your request, a confirmation email will be sent with details of the SCR.

Your SCR will usually be processed within two German working days. We will be in touch with you if we have any questions or concerns.

Once an SCR has been processed by QuantityWare, the subsidiary will be added to the Portal, and the following notifications will be sent:

• Subsidiary added – Sent to the SCR completer, and any contacts on the global organization with Agreement or Management roles
• Welcome to the Portal – sent to each new contact added to the Portal for the subsidiary

The subsidiary will now appear in the list of subsidiaries found in the global customer’s Customer Profile -> Subsidiaries tab.

Bringing in a Portal Customer as a Subsidiary

If your organization acquires an existing QuantityWare customer, and wishes to take over their QuantityWare agreement, please raise an Agreement ticket with us to explain this.

QuantityWare will manage the migration of the existing customer record so that a subsidiary is created based on it.

Any existing contacts and systems will be retained, and if any usage keys on the migrated subsidiary were due to expire earlier than the global agreement, they will be extended automatically on migration.

Having a Subsidiary Separate as a Standalone Organization

If a subsidiary within your organization becomes a standalone company, and requires their own separate QuantityWare agreement, please raise an Agreement ticket with us to explain this.

QuantityWare will manage the migration of the subsidiary out into a separate Portal customer record.

Any existing contacts and systems will be retained, and the new customer will be initially granted a test agreement with an expiry date set to the current validity expiry of the global agreement.

This means there will be no immediate change to agreement validity on the new customer after separating.

After this, a new usage agreement can be arranged with the new customer.

Becoming a Global Customer

If your organization matches the description of a global organization above, you can request that your organization is added to the Portal as a global customer.

Please request this via our Contact form, and we’ll reply as soon as possible with any questions and instructions on how this is achieved.

File Checksums

It is vital that the files we share with customers are protected against modifications after upload, during the download process (a “man in the middle” attack), or after downloading.

To help achieve this, we use file checksums.

How do Checksums Work?

A checksum is a short block of text that is generated based on the contents of a particular file.

It is unique: a cryptographic “fingerprint” of a file.

If a file remains the same, any checksums generated for the file will be identical.

However, if a file changes, checksums generated after the change will be clearly different to those before the change.

Generating and comparing checksums is a fast and secure way to ensure that the copy of a file on your computer, which was downloaded from a website, is exactly identical to the original file on the website itself.

How To Generate Checksums

In the Portal

Every file that is added to the Portal has a checksum automatically generated for it on upload.

This applies to Ticket Attachments and any other files uploaded to the Portal.

On your Computer

Check with the organisation responsible for management of your PC if you don’t have an application already installed.

If you are allowed to install software on your PC, then we recommend installing OpenHashtab.

How to Compare Checksums

Get the Checksum of the Portal File

Ticket Attachments

1. Navigate to the file on he Attachments tab
2. Click the “…” button for the file (or right-click on the file’s row)
3. In the pop-up menu, select “Details“
4. In the details window, click “Copy to Clipboard“
5. This has copied the checksum details to your computer’s clipboard
6. Open a text editor on your computer (e.g. Notepad)
7. Paste the copied checksum + details
8. You will see the file name, algorithm used, and the checksum itself.

DataLounge Files

1. Navigate to the file in the DataLounge list
2. Click the “Checksum” button
3. This has copied the checksum details to your computer’s clipboard
4. Open a text editor on your computer (e.g. Notepad)
5. Paste the copied checksum + details
6. You will see the file name, algorithm used, and the checksum itself.

Get the Checksum of the Downloaded File

1. Right-click on the file to check
2. Select “Hashes” (on Windows 11, you may need to select “More Options…” first)
3. OpenHashTab will appear, showing checksums for the file based on different cryptographic algorithms.

Compare the Two Checksums

1. In your text editor, select all of the checksum you pasted earlier (only select the checksum line, not the file name/algorithm/titles)
2. Copy the checksum to your clipboard
3. Go back to OpenHashTab and paste the checksum into the “Check against:” text box in OpenHashTab
4. If you see “SHA-512 / [Name of file]” then it’s a match! The file downloaded is identical to the one on the Portal
5. If you see “No Match” then the file appears to be different to the version on the Portal!
   1. NOTE: Make sure you check that the entire string was copied correctly, and that there are no spaces before or after it.

Portal Purchaser Functionality

Some customers choose to use an external organization to manage payments of and/or contracts for QuantityWare BCS. These external organizations are known to QuantityWare as Purchasers.

Since V6.7.0 (December 2021), the QuantityWare Service Portal has been extended to better support those organizations using Purchasers, with the following functionality:

Role Exclusivity

When a Customer has a Purchaser assigned to it, roles are exclusively provided to Customer or Purchaser contacts only.

This is to ensure a separation of duties between the organizations.

When adding a contact using the Contacts Manager, a user specifies which organization the contact belongs to. This limits the available roles and highlights the contact as either being a Customer or Purchaser contact.

See Contacts Manager (for Purchasers) for more details.

Ticket Visibility Restrictions

When a Customer has a Purchaser assigned to it, any ticket raised by a Customer contact will not be visible to the Purchaser’s contacts, and vice-versa, regardless of assigned roles.

Tickets will display a message to explain this when viewed:

Only those contacts from the Purchaser or Customer may be assigned the ticket, or be copied on the ticket.

When raising a ticket, a contact can choose to share the Ticket between both Customer and Purchaser Contacts, using the “Also allow contacts from [other organization] to view and reply to this ticket:

In these cases, a warning will be displayed on the ticket when viewing it:

Adding a Purchaser

If your organization is intending to use a Purchaser, you can request the addition of this Purchaser with QuantityWare.

This is done via a Purchaser Request, which requires approval from both a Customer and Purchaser representative with relevant authority to sign off the addition. This also allows QuantityWare to liaise with you to answer any possible questions

Start the Process

To begin the addition process, a contact navigates to the Customer Profile within the Service Portal, clicks the “Add Purchaser Organisation” tab within the “Customer” section, and selects “+ Request Purchaser Addition”:

Fill in the Form

This opens the Purchaser Request form. To complete the form, the following information must be provided:

1. Purchaser Name & Address – Enter the Purchaser’s legal name, along with their legal address
2. Purchaser Responsibility – State whether the Purchaser will be responsible for Financial matters, Contractual matters, or both
3. Purchaser Contacts – Add Contacts from the Purchaser and assign the relevant Financial and/or Contractual roles to them, as required
4. Approver Details – Enter the details of the people with authority to approve this request, both at your Customer and at the Purchaser

Once all provided, submit the form. If all data is validated, you’ll receive the following confirmation:

Approve the Request

Next, the approver contact for both the Customer and Purchaser must choose to either approve or reject request.

They will receive an email containing a link to an Approve Request page, which is used to:

• View the request details
• Communicate with QuantityWare (if required)
• Approve / reject your request:

The approver contact then decides to:

• Approve – the request will be marked as “approved” and, once approved by both, sent to QuantityWare for processing.
• Reject – the request will be marked as “rejected” and all data deleted. You will be required to complete a new request. Please speak with the approver to understand why the rejection occurred prior to re-submission.

Questions

If we have any questions regarding the Purchaser addition, we will be in touch using the ticket.

Confirmation

Once any questions have been resolved, we will confirm the Purchaser Request.

This immediately adds the Purchaser organization to your Customer within the Portal, and the functionality described earlier in this document will apply.

Removing a Purchaser

If your organization no longer intends to work with its current Purchaser, you can request the removal of this Purchaser with QuantityWare.

This is done via a Purchaser Removal Request, which requires approval from a Customer representative with relevant authority to sign off the addition. This also allows QuantityWare to liaise with you to answer any possible questions

Start the Process

To begin the removal process, a contact navigates to the Customer Profile within the Service Portal, and selects “- Request Removal”:

Fill in the Form

This opens the Purchaser Removal Request form. To complete the form, the following information must be provided:

1. Assign Contact Roles – Assign any required roles currently assigned to the Purchaser back to Contacts at the Customer
2. Enter Approver Details – Enter the details of the person with authority to approve this request at the Customer

Once all provided, submit the form. If all data is validated, you’ll receive the following confirmation:

Approve the Request

Next, the approver contact for the Customer must choose to either approve or reject request.

They will receive an email containing a link to an Approve Request page, which is used to:

• View the request details
• Communicate with QuantityWare (if required)
• Approve / reject your request

The approver contact then decides to:

• Approve – the request will be marked as “approved” and sent to QuantityWare for processing.
• Reject – the request will be marked as “rejected” and all data deleted. You will be required to complete a new request. Please speak with the approver to understand why the rejection occurred prior to re-submission.

Questions

If we have any questions regarding the Purchaser removal, we will be in touch using the ticket.

Confirmation

Once any questions have been resolved, and all required legal documentation has been signed, we will confirm the Purchaser Removal Request.

This immediately removes the Purchaser organization (and its Contacts) from your Customer within the Portal, and the functionality described earlier in this document will no longer apply.

Contacts Manager Overview

The Contacts Manager provides your organisation’s management and customer administration team members with a method to grant or revoke roles to other team members within your organisation and its purchaser organisation.

When your organisation’s customer record is first created in the Portal, only those individuals requested as per the TUKR (or via discussions with QuantityWare) are granted roles in the Portal. This screen allows those with “Management” or “Cust. Admin.” Roles to delegate roles to other trusted team members (and revoke roles from team members no longer requiring access).

Accessing the Contacts Manager

You can access the Contacts Manager as follows:

• Click “Customer” in the navigation menu
• Select “Contacts Manager”

The screen is loaded and is displayed as shown as below:

Each “Contact” (team member) within your organisation, which currently has one or more Roles within the Portal is shown on this screen, along with the Roles they have been granted on the Portal.

Contacts from your organisation and the purchaser organisation are differentiated as follows:

Customer:

Purchaser:

Clicking on any of the Contacts’ names will display the Contact’s Customer details, including email address and phone number, and provide more details on the Roles that are available.

Available Roles depend on whether the Contact is for your organisation or the purchaser organisation.

Customer Contact:

Purchaser Contact:

Editing Contacts

Contact Details

Each Contact has a specific set of Contact details for the Customer/Purchaser, which can be viewed / edited within the Contacts Manager by expanding a Contact and viewing / editing the appropriate fields (Customer example below):

Roles

Each Role grants a set of permissions related to a job role within an organisation.

Roles are added to / removed  from Contacts by simply clicking the relevant check box, either in the Contact summary:

Or in the Contact expanded details:

Multiple Roles can be assigned to one Contact, although we recommend maintaining a clear separation of duties within your organisation.

Roles are set as either Customer or Purchaser Roles, and are only made available to relevant Contacts.

Further details on Portal roles and the access provided for each are shown in Portal Roles.

Adding a Contact

To add a Contact to a Customer, click “Add Contact”, enter their details, choose whether they are from your organisation or the purchaser organisation, and select at least one Role.

Initially they will be assigned to your organisation:

If you change the Organisation from your organisation to the purchaser organisation:

Removing a Contact

To remove a Contact from a Customer, click on the Contact in the list to view its details, and click the “Delete” button. This will flag the Contact for removal:

Requesting Contact Role Changes

The Contacts Manager allows you with the flexibility to request any changes to your organisation’s contact roles – from editing existing contact roles to adding new team members and removing team members form the Portal.

Once you have made all required changes to the contact roles for your organisation:

• Click “Request Changes” in the Action Bar

Your Contact changes will be validated and, if there are no issues, a ticket will be automatically raised with the QuantityWare team requesting your changes.

After a few moments the page will refresh, and you’ll see a message to confirm that your request has been sent, along with a link to the Ticket itself (should you wish to add any further comments).

Additionally, you will receive an email to confirm that your ticket has been raised with the QuantityWare team. You can view the ticket at any time via the SupportCentre.

Request Processing

Whilst waiting for the request to be confirmed, the Contacts Manager will show a read-only list of the existing, active contact roles and the requested contact roles:

In the example above, we performed the following request:

• Add the Security Role to Mr Derek Emonstration
  
• Remove the Agreement role from Mrs Felicity I. Nancial
• Delete Mr Timothy Ester
  
• Add a new Purchaser contact, Ms Annabelle Greement with an Agreement role

The QuantityWare team may have queries relating to your request. If they do, they will reply to your ticket and you’ll receive an email notification. You can reply to the ticket via the SupportCentre to respond to any queries. After any queries are resolved, the QuantityWare team will confirm the implementation of the request.

You’ll receive a confirmation email when the contact roles change request has been implemented. Any new team members included in your request will have Portal user accounts created, and a “welcome” email will be sent to their email address (with a link to activate their account).

Canceling the Request

If you made an error in your original request, you can either add a comment to the ticket to explain the error and request a change or cancel the request before raising a new one. To cancel the request:

• Open your Contact Changes ticket (see SupportCentre for details on opening tickets)

The Contact Changes ticket will be displayed.

• Click “Cancel Request” in the Action Bar

Questionnaire Overview

Our self-assessment questionnaire is used by prospective and existing customers to determine their position on our pricing matrix, ensuring the costs charged for our BCS solution fairly reflect each organization’s usage profile.

To do this, the questionnaire gathers three key pieces of information:

• BCS Products – Determine the BCS products and supplements required to perform quantity calculations for the products processed by your organization
• Scale – The size of your organization (national, continental or global)
• Usage – The complexity of your organization’s configuration (simple, standard or complex)

This key information is determined from your answers to several multiple-choice questions.

When to Complete

• Obtaining An Initial Quote – organizations wishing to obtain an initial quote for a BCS usage agreement can use the questionnaire to determine this
• Moving to a Usage Agreement – organizations testing BCS and wishing to enter a productive BCS usage agreement must complete the questionnaire as a first step.
• Annual Agreement Confirmation – organizations with a productive BCS agreement are required to perform an annual review of their previous year’s questionnaire results, in order to renew their BCS usage agreement (ensuring provision of usage keys and support).

How to Complete

Starting the Questionnaire

The self-assessment questionnaire is available on the Portal; accessed as follows:

• Prospective Customers: click “Usage Questionnaire” in the navigation menu on the Service Portal login screen.
• Existing Customers: click the “Customer” menu, then “Questionnaires”. Alternatively click the “Usage Questionnaires” block on the Portal Dashboard

On first loading, a “Welcome” / “Continue Editing Questionnaire” message will be shown, providing some background on the questionnaire, and how it is used.

Click the “Start Questionnaire” / “Continue Questionnaire” button at the bottom of the welcome message.

You may be asked if you wish to save your progress (see below). Once you have answered this question, the questionnaire editor will be loaded.

Questionnaire Layout

The questionnaire is divided into the following sections:

• Products – Determine the BCS products and supplements required by selecting the products your organization processes
• Scale – Determine the scale profile of your organization
• Usage – Determine the usage profile of your organization
• Results – View the determined BCS products, supplements, and scale/usage
• Your Details – Enter your organization’s address details, your contact details, and the details of the person who will approve this questionnaire
• Submit – Submit the questionnaire

The “Products” question must be completed first, but you may answer the “Scale” and “Usage” questions in any order.

Once all questions are answered, view your results, enter your details and submit the questionnaire.

Navigating the Questionnaire

Along with the “Next” and “Back” buttons on each question, you can use the navigation menu to the right to quickly navigate between questions (see right).

Introduction and summary pages are shown with an information icon, and questions have their question number shown.

You can access the questionnaire template PDF, view key questionnaire information, enable/disable automatic saving, and reset your answers by clicking the cog icon in the top right.

Progress Indication

If you are submitting a new questionnaire, answered questions will show in the navigation with a green tick.

If you are an existing customer, and reviewing and confirming/modifying a previous questionnaire, questions will show a green tick if the previous answer(s) to the question has been confirmed as still accurate, or an orange tick if modified.

Answering Questions

Each of the questions are multiple-choice and must be answered for each product selected (where applicable).

A question will often be preceded with background information that explains the reason for the question, with links to information that will help you provide an accurate answer:

If you try to access a question/page that is not yet available, you will be shown a list of questions that need to be answered first:

Viewing Results

Once all questions are answered, you can navigate to the Results page, which will show:

• Each of the products you selected (with the calculated scale, usage, and annual price)
• Any supplements required (with the calculated scale, usage, and annual price) – see below for details
• Any discounts
• The total annual price:

Please note that all prices displayed are Net (i.e. excluding all taxes, duties, tariffs, and any custom-contract surcharges) and may be subject to change.

Entering Organization and Contact Details

After viewing the results above, entry of your organization and contact information is required. This allows you to submit the usage questionnaire to us.

The information required differs slightly for prospective and existing customers:

Prospective Customers

To enable us to provide you with an initial quote and test usage keys for your selected BCS software if requested, we require you to provide us with:

• Your organization details
• Your contact details
• Details of the manager who will digitally sign off on your questionnaire results*

* If you have the authority sign off the questionnaire results, select “Not required – I have authority to approve this completed questionnaire myself” in the Manger / Sign Off Details section. Doing so will mean the questionnaire is automatically approved on submission.

Existing Customers

To submit the questionnaire to start/continue your agreement and obtain extended usage keys, we need you to confirm/provide us with your organization and manager details.

We automatically populate the following details, based on the details stored in the Portal:

• Your organization details*
• Your contacts’ details

You can select the manager who will digitally sign off on your questionnaire results from a list of contacts with permission to do this (including yourself, if you are listed there). If the manager does not yet have a Portal account, you can enter their details manually.

* You can change this if required, but we recommend doing this in the Customer Profile prior to completing a questionnaire instead.

Submitting the Questionnaire

To submit the questionnaire, navigate to the “Submit” page, read the notices shown, confirm you understand, complete the image selection challenge (not required for logged in Portal users) and click “Submit”

Your questionnaire will be submitted. If you are self-approving the questionnaire, it will be immediately approved.

On the submission confirmation screen, you will see details of the next steps, how to view/discuss/approve (if applicable) your questionnaire, and a link to download a PDF copy of your completed questionnaire, as below.

If self-approving:

If separate approval is required:

In both cases, you will be sent a confirmation email that the submission has been completed, and is either auto-approved or requiring approval.

If approval is required, the manager will be sent an “approval required” email.

Both emails will include a link to the “View/Approve Questionnaire” page (prospective customers) or questionnaire ticket (existing customers), which is used to:

• View the completed questionnaire
• Communicate with QuantityWare (if required)
• View progress of the questionnaire processing
• Approve the questionnaire (manager only)

Next Steps

Approval / Rejection

NOTE: This is only required if you did not self-approve the questionnaire.

The manager / sign-off contact must choose to either approve or reject the completed questionnaire, using the link in their “approval required” email, which will load the questionnaire viewer, with an approval form above it:

The manager can then :

• Approve – the questionnaire will be marked as “approved” and sent to QuantityWare for processing.
• Reject – the questionnaire will be marked as “rejected” and flagged for deletion. You will be required to complete a new questionnaire. Please speak with your manager to understand why the rejection occurred prior to re-submission.
• Discuss – Use the “Discuss”/”Edit & Reply” tab to ask QuantityWare any questions regarding the questionnaire. The manager will be notified of any replies via email.

Questions

If we have any questions regarding your questionnaire, we will be in touch using the Portal.

You will receive an email containing our comments.

The email will include a link to the “View/Approve Questionnaire” page (prospective customers) or questionnaire ticket (existing customers). Use the “Discuss”/”Edit & Reply” tab in this page to reply to us.

Changes

If we require you to make changes to your submitted questionnaire, we will send you an email explaining what needs changing, and a link to the “reopened” questionnaire for you to edit.

Follow this link to make the required changes to the questionnaire, and resubmit the questionnaire to us.

Confirmation

Once any questions / changes have been resolved, we will confirm the questionnaire results and continue as follows:

• Prospective customers – we’ll automatically send an initial quote via email to you and your manager (if applicable), and will begin the process of establishing an agreement with your organization.
• Existing customers – we will begin the process of renewing the agreement with your organization.

Once the agreement is in place, a valid purchase order has been received or invoices have been paid, productive usage keys and full Portal access for your selected software will be provided for the agreed payment period.

Viewing Completed Questionnaires

If you are an existing QuantityWare customer, you can access your organization’s previously processed questionnaires via the questionnaire viewer, which is found in the following areas:

• Questionnaires Page
  • Click the “Customer” menu, then “Questionnaires”
  • Select the Questionnaire from the “Current” or “History” tab
• Customer Profile
  • Click the “Customer” menu, then “Customer Profile”
  • Select the “Questionnaires” tab
  • Select the Questionnaire from the “Current” or “History” tab
• SupportCentre
  • Click the “SupportCentre” menu, then “Ticket List”
  • Filter the Category to “Usage Questionnaires”
  • Choose the relevant Ticket
  • NOTE: The questionnaire will be found in the “Questionnaire” tab of the ticket

Questionnaire Viewer Page

Status Panel

The page starts with a panel showing the questionnaire’s status, which is one of the following:

• Awaiting approval
• Approved
• Rejected
• Reopened for editing
• Processed and assigned

In all cases, a link to the Questionnaire Ticket will be included for discussion with QuantityWare, if required:

Questionnaire Viewer

The questionnaire viewer is organized into several tabs:

• Results – the results summary, with any changes made since the previous questionnaire highlighted and listed
• Answers – the answers to each question, with any changed questions shown with an orange icon
• Organization – your organization’s details, and details of the submitter and manager
• Download PDF – a link to download a PDF copy of the questionnaire

TUKR Overview

To receive the initial four (4) week complimentary non-productive “Test” usage key for any QuantityWare product or products, prospective customers should complete the “Test usage Key Request” (TUKR) form via the Portal.

You can access the TUKR at https://service.quantityware.com/tukr, or within the Portal by selecting the “TUKR” item in the navigation menu when not logged in.

The TUKR is split into several sections, each of which is described below:

Hoster Access

This is only relevant if your organization intends to provide hosting services for other potential QuantityWare Customers. Most organizations do not need to select this – if you aren’t sure, please do not select it.

Organization Details

Complete the details of the legal entity that is requesting the test usage key(s).

These details will be used for any future invoices, P.O.s etc and so must be the official address for your organization.

Contact Details

The team members you enter here will be granted Portal user accounts (“Contacts”), which are vital to perform various functions, including:

• Communication with the QuantityWare team via the SupportCentre
• Downloading of software, updates and notes
• Obtaining test and productive usage keys
• Maintaining organization data

We need at least one “Management”, “Application” and “Technical” contact:

• Management contact – a person who controls the overall process, will handle any future productive agreements with QuantityWare, and will have authority to manage Contacts on the Portal.
  NOTE: If you wish to grant a non-manager the authority to manage Contacts, you can do this by adding a Contact with the “Cust. Admin” role
• Application contact – a person that will have responsibility at the application-level for the quantity conversions within the SAP-system and its business processes.
• Technical Contact – a person who will be responsible for the SAP-Basis technical actions (such as client copies, system maintenance, add-on installation etc.).

Please feel free to define any other additional Contacts as you wish, however this is not essential, and they can be defined later in the business relationship.

Learn more about Roles and the permissions they grant to your organization’s Contacts on the Portal Roles page.

System Details

Here you enter the details of the system that you will be installing a QuantityWare BCP and/or BCG test usage key on.

In addition to the system details, specify SAP Release running on your system – this allows us to select the best version of BCS for you, and allows us to provide you with the appropriate software for download in the DataLounge.

Finally, specify the client that will be used as your “Client 045” QuantityWare customizing template client.

Your Contact and Comments

Enter your details in this section and any additional comments you wish to communicate.

Confirm & Submit

To Submit the TUKR, you must first complete the Image Selection challenge and then read and agree to the Test Agreement terms and the QuantityWare Data Protection Policy.

If you do not agree to the QuantityWare Data Protection Policy, we cannot accept the disclosure of your data to us and as such cannot process your request.

Click “Submit” to submit your request to QuantityWare.

If there are any issues with the data you have entered, or you missed any key data, a message will be shown describing what needs to be changed.

After Submitting your request, it will usually be processed within two German working days.

Systems Manager Overview

The Systems Manager is your hub for viewing and generating your BCP and BCG usage keys, through the maintenance of your organization’s QuantityWare systems and SAP installations.

This guide will describe how usage keys work, how to maintain your system records (and obtain usage keys), and how to manage your SAP installation records.

QuantityWare Usage Keys

How Keys Work

Usage keys are designed to only work on a single System of a single SAP Installation (and, for Systems where individual Clients are allocated to separate organizations, Client) specified.

Each key is also either for BCP or BCG, though both a BCP and BCG key can be applied to a system if you are using both pieces of software.

We allow our customers to add systems in order to generate and obtain usage keys via the Systems Manager within the Portal (with some limitations, as described below).

Key Expiration

Usage key expiration is directly linked to the current “agreement validity expiry”.

• • For test agreements, this is the end date of the test agreement
  • For productive agreements, this is the end date of the last paid-for yearly/quarterly period*

* When the invoice for the next period of your agreement is paid, any previously added systems will automatically have usage keys generated / extended accordingly.

Limitations

• SAP Installation numbers are selected from a previously approved list
  • This reduces the chance of error when adding new systems, and helps speed up system addition
  • You can request new SAP Installations via the Systems Manager (see Requesting a New Installation below)
• You may only add systems up to the system limit
  • This is set based on the scale of your QuantityWare agreement
  • You can request system limit increases if required

Adding Flexibility

As usage key expiration is tied to your organization’s agreement, extending them is responsibility of your organization’s financial representatives.

However, to provide some flexibility to your organization’s technical contacts, the following exceptions have been put in place:

• If usage keys are about to expire on a test agreement, technical contacts may request a test agreement extension via a special button in the Systems Manager
• If configured for your organization and if usage keys are about to expire on a productive agreement, we allow a one-off 28 day “emergency extension” of all productive usage keys. This can be performed with a single click in the Systems Manager *
• Special 28-day “trial usage keys” can be generated for software that you don’t currently have a productive agreement for– for example, for BCG if you currently have a productive agreement for BCP
  • These allow you to try out our alternative software solutions alongside your current productive software
  • Once generated, you can request extensions of these trial usage keys using the “Request Trial Usage Key Extension” button within each system’s details.

* Note: for Subsidiaries of a Global customer, emergency key extensions must be performed by the Global customer.

Accessing the Systems Manager

You can access the Systems Manager as follows:

• Click “Customer” in the navigation menu
• Select “Systems Manager”

The Systems Manager will load, as shown to the right, with the following tabs:

• Systems – View your list of systems and view their usage keys. Add new systems and request usage key extensions (for “trial” systems and when on a test agreement/contract only). Details of your agreement and any key expiry warnings are displayed above the systems.
• Installations – View the list of approved Installations for your organization, delete unused installations and request additional installations
• Summary – View an overview of your organization’s usage keys and installations, further details of the agreement/contract status and the productive software.

Managing Systems and Keys

To manage your systems and usage keys, use the “Systems” tab of the Systems Manager.

Here, you see a list of your existing systems, which you can use to do the following:

• Add new systems + generate usage keys
• View usage keys
• Edit system information
• Delete systems
• Request trial keys (for trial systems)

Each system record will display a status icon and description, to help you easily identify systems with expiring / expired usage keys, those with trial usage keys, etc.

Clicking on each system will open a pop up containing the BCP or BCG usage key for that system, and right-clicking on each system (or clicking the action button) will show a context menu (see right) that allows you to:

• View the key
• Edit the system details
• Go to the DataLounge (in a new tab) to get the relevant BCS software for that system
• Archive the system

Adding a New System / Usage Key

If you have appropriate access, and your system limit has not yet been hit (if it has, see Requesting a Systems Limit Increase below), you can add new systems and receive a usage keys using the Systems Manager.

To add a new system:

• Click the “+ Add System” button (at the bottom of the existing systems list)

A pop up will be displayed with the required information to add a system and generate a usage key:

• Enter a system name (to help identify it)
• Select a product (BCP or BCG)
• Choose an environment from the list
  
• Select the system’s Installation from the list
  
• Enter the system’s 3-character SID
• Select the SAP product version (used to determine which BCS releases are available)
• Select the BCS release installed (required to ensure we can provide the most accurate support, and to help ensure the correct software is available for download on the DataLounge)
• Select if the system contains your “Client 045” (learn more here), and which client it is on (if not 045)
• Click “Save and Get Key“

The details you entered will be validated and, if successful, the Portal will  add the system to the Systems Manager, and show you the usage key for this system (see Viewing a Usage Key below).

Viewing a Usage Key

To view the usage key for an existing system within the Systems Manager:

• Click the relevant system (anywhere on the system record)

A pop up will appear containing the usage key, the expiry of the key, and system details, as below:

• Optionally, click the copy button to copy the usage key to your device’s clipboard.

Archiving a System

To archive a system within the Systems Manager:

• Right-click the relevant system(anywhere on the system record), or click the action button (on the right of the system record)
  

The System’s context menu will be displayed.

• Click the “Archive…”  option

A pop up will appear, asking you to confirm the system’s removal (see right):

• Click the “Yes, Archive”  option
  

The system will be immediately archived.

NOTE: This will have no effect on the usage key within your actual SAP system (it merely removes the system record from the Portal).

Maintaining SAP Product Version and BCS Release

You must specify the SAP Product Version and BCS Release for any new system added:

• SAP Product Version filters the available BCS Releases for selection, and is required to ensure your organization’s choice of BCS Release supports the system landscape.
• BCS Release is used as a filter in the DataLounge so that only relevant software / CSPs / notes are presented to you. It also assists QuantityWare in providing you with relevant support for your release of BCS.

We request that you keep these values up to date in the Systems Manager for these reasons.

Extending Usage Keys

Extending Productive Usage Keys

There are two methods available to extend productive usage keys: performing a 28-day emergency extension yourself, or raising an Emergency Key Extension Ticket:

28-day Emergency Extension

If configured for your organization, technical contacts may perform a one-off 28 day “emergency extension” of all productive usage keys – without requiring approval from QuantityWare.

This is done via the Systems Manager:

• Click “Customer” in the navigation menu
• Select “Systems Manager”
• Select the “Summary” tab
• Click “Extend Keys” within the “Invalid Agreement” notice (see right)

The portal will extend all productive usage keys on your system to the emergency extension date, and reload the page.

To view your new usage keys, click the “Systems” tab and click on each system as required.

Emergency Key Extension Ticket

If usage keys are about to expire on a productive agreement, technical contacts may raise an “Emergency Key Extension” ticket.

This method is always available, and requires review and approval from QuantityWare to activate the extension.

To do this:

• Go to the SupportCentre
• Click the “+ New Ticket” button
  
• Choose the “Emergency Key Extension” category

The Emergency Key Extension ticket will be shown. By default, the requested expiry is set to 28 days from today’s date.

• Modify the “Requested Expiry” date as required
• Enter the reason for your extension request. Please be as detailed as possible.
• Click “Submit Ticket”

If the QuantityWare team have queries relating to your request, we will reply via the ticket. After any queries are resolved, the QuantityWare team will confirm their decision.

You’ll receive a confirmation email explaining the decision, and if your request is approved your agreement will be extended and your usage keys will be extended also. All contacts with the technical role will receive an email that the updated usage keys are available within the Systems Manager.

Extending Test Agreement Keys

Testing of QuantityWare BCS may take longer than the 28 days that our test usage keys are valid for.

To support this, we allow your organization’s technical contacts to request an extension of the test agreement, and corresponding usage keys.

When viewing the Systems Manager for a customer with a test agreement, you will a message like that on the right on the “Summary” tab (also seen above the systems list in the “Systems” tab):

• Click the “Request Extension” within the “Test Agreement” notice

This will create a draft “Test Agreement Extension” ticket, listing existing systems for your organization (see right). By default, the requested expiry is set to 28 days from today’s date.

• Modify the “Requested Expiry” date as required
• Enter the reason for your extension request. Please be as detailed as possible.
• Click “Submit Ticket”

If the QuantityWare team have queries relating to your request, we will reply via the ticket. After any queries are resolved, the QuantityWare team will confirm their decision.

You’ll receive a confirmation email explaining the decision, and if your request is approved your agreement will be extended and your usage keys will be extended also. All contacts with the technical role will receive an email that the updated usage keys are available within the Systems Manager.

Uploading Installation Test Results

On completing the installation of QuantityWare BCS on your “client 045” client, you must run an Installation Test to ensure that it was successful, and export the test summary to a PDF.

Then, the PDF should be uploaded to the Systems Manager so that QuantityWare can review and confirm the results, to enable full application support.

This is done using the “Installation Test Results” tab, which initially will show a warning icon to indicate the installation test results are not uploaded:

1. Click the “Installation Test Results” tab
2. Click “Upload for Review…” for the relevant system
3. Select your file and upload it

The file will be uploaded, and a ticket will be raised with QuantityWare to review and confirm the results. If we have any questions, we’ll be in touch with you via the ticket.

Once QuantityWare has confirmed all Installation Test results, the “Installation Test Results” tab icon will turn into a green tick.

Managing Installations

Requesting a New Installation

To ensure the usage key generation process is reliable and to reduce the chance of errors, you may only add systems for those installations already added to your organization’s Portal records.

However, if you need to add a new installation, this can be done by requesting it using the process below.

To request one or more new installations within the Systems Manager:

• Click the “Installations” tab
• Click “+ New Installation”

A new blank installation will be added to the Installations list, along with a “Reasons for additional installation(s)” text field.

• Enter your installation number
• Enter a description of your installation
• Repeat the above steps for each installation you require
• Enter a description of your new installation(s) and why these are required. This will help QuantityWare understand your requirement and allow us to make sure your current agreement scale / complexity level is accurate, prior to granting your new installation(s).
• Click “Save Changes”

Your new installations will be validated and, if there are no issues, a ticket will be automatically raised with the QuantityWare team requesting your changes.

After a few moments the page will refresh, and you’ll see a message to confirm that your request has been sent, along with a link to the Ticket itself (should you wish to add any further comments). Additionally, you will receive an email to confirm that your ticket has been raised with the QuantityWare team. You can view the ticket at any time via the SupportCentre.

The QuantityWare team may have queries relating to your request. If they do, they will reply to your ticket and you’ll receive an email notification. You can reply to the ticket via the SupportCentre to respond to any queries.

After any queries are resolved, the QuantityWare team will confirm their decisions regarding each requested installation. You’ll receive a confirmation email explaining the decision(s), and each installation that was approved will now be available within the Systems Manager, listed in the Installations tab and may have new systems added against it – and usage keys generated as required.

Deleting an Installation

You can only delete installations if they are not currently in use by any of the systems for your organization. Deleting an installation will make it no longer available to any of the systems you add for your organization, so only delete those you are sure you will no longer require.

To delete an available installation within the Systems Manager:

• Click the “Installation” tab
• Click the “Delete” button for each Installation you wish to remove
• Click “Save Changes” in the Action Bar

Trial Usage Keys

If your organization has a productive agreement/contract with QuantityWare, this is for one of the following QuantityWare products:

• BCP (Bulk Calculations – Petroleum)
• BCG (Bulk Calculations – Gas)
• BCS (Bulk Calculations Solution, which covers both BCP and BCG)

If you have a BCS productive agreement, you may add systems and obtain productive usage keys for both the BCP and BCG software. If you have a BCP or BCG productive agreement only, then you may only add systems and obtain productive usage keys for the BCP or BCG software respectively.

However, we offer a way for you to “try out” our alternative software solutions alongside your current productive software. This is performed via a “Trial Usage Key” of the non-productive software.

Trial Usage Key Characteristics

• Trial usage keys expire 28 days after generation
• Trial usage key expiry dates are not linked to your agreement’s validity expiry, so do not automatically extend whenever your agreement validity is extended
• If your organization chooses to purchase the software you are trying out, and the agreement/contract is modified to support this, any trial usage keys for your organization will be immediately converted to standard productive usage keys and extended to the current agreement validity expiry.

Obtaining a Trial Usage Key

To obtain a 28-day trial usage key, just follow the standard steps to add a new system (see Adding a New System above) but select the software that you do not currently have a productive agreement for (e.g. if you have an agreement for BCG, select BCP).

The only difference in process will be that your environment choices are limited to Development and Sandbox / Test.

Extending a Trial Usage Key

Trial usage keys may be extended on request, as follows:

• Click “Customer” in the navigation menu
• Select “Systems Manager”
• Click the “Systems” tab
• Click the relevant trial system (anywhere on the system record)

The trial system’s usage key dialog will appear ,which features a “Request Trial Usage Key Extension” button.

• Click the “Request Trial Usage Key Extension” button

This will automatically create a draft “Trial Usage Key Extension” ticket, which will list all existing trial systems for your organization (see right).

By default:

• The “Requested Trial Usage Key Extension” will be set to 28 days from now
• The system you selected in the Systems Manager will be selected for extension.
• Optionally, modify the “Requested Trial Usage Key Extension” date
• Optionally, select any other trial usage keys you wish to extend
• Optionally, add any supporting documentation using the attachment upload interface in the “Attachments” tab
• Enter the reason for your extension request. You should specify as much detail as possible as more detail will help QuantityWare process your request quickly and reduces the chance of further questions prior to implementation of your request.
• Click “Submit Ticket” in the Action Bar

Your request will be validated and, if there are no issues, the ticket will be submitted to the QuantityWare team.

The QuantityWare team may have queries relating to your request. If they do, they will reply to your ticket and you’ll receive an email notification. You can reply to the ticket via the SupportCentre to respond to any queries.

After any queries are resolved, the QuantityWare team will confirm their decision. You’ll receive a confirmation email explaining the decision, and if your request is approved each trial system will have a new, extended trial usage key generated. All contacts with the technical role will receive an email that the new usage keys are available within the Systems Manager.

Requesting a System Limit Increase

To prevent misuse of the usage key generation system, the Portal initially limits the maximum number of system records that can be added for each customer. This is set to a level that matches the “scale” of your organization’s agreement/contract with QuantityWare and should offer more than enough flexibility to ensure all required systems can be added to the Portal.

If, however, you hit the system limit but need to add further systems, you may request a system limit increase by either raising a ticket with the “System Limit Change” category via the SupportCentre, or via the Systems Manager as below:

• Click the “Systems” tab
• Click “Request System Limit Increase” / “Request an Increase” below your list of existing systems

This will automatically create a draft “Systems Limit Change” ticket, which will display your current limit and the requested limit (see right).

By default, the requested limit is set to one greater than the current limit.

• Modify the “Requested Systems Limit” as required
• Enter the reason for your limit change request. You should specify as much detail as possible as more detail will help QuantityWare process your request quickly and reduces the chance of further questions prior to implementation of your request.
• Click “Submit Ticket” in the Action Bar

Your request will be validated and, if there are no issues, the ticket will be raised.

The QuantityWare team may have queries relating to your request. If they do, they will reply to your ticket and you’ll receive an email notification. You can reply to the ticket via the SupportCentre to respond to any queries.

After any queries are resolved, the QuantityWare team will confirm their decision. You’ll receive a confirmation email explaining the decision, and if your request is approved your system limit will be increased as requested.

SupportCentre Overview

The SupportCentre is used to securely communicate and share documents between the QuantityWare team and you.

For any QuantityWare queries, please use the SupportCentre to get in touch.

Ticket List

The SupportCentre contains a list of all outstanding tickets belonging to your organization(s), along with any tickets you’ve begun to raise but are still in draft form.

You can access the Ticket List as follows:

• Click “SupportCentre” in the navigation menu
• Select “Ticket List”

The Ticket List will display. Click on any ticket listed to open it.

You can modify the view as described below:

Submitting a Ticket

To submit a ticket to the QuantityWare team, please follow the steps below:

• Create a new ticket, by doing one of the following:
  • From any screen, select “SupportCentre” in the navigation menu, then select “New Ticket”
  • From the Ticket List, click the “+ New Ticket” button

The “New Ticket” screen will be displayed (see right):

• Select a customer (if applicable – this is only available if you have roles across multiple customers)
• Select a category (see Ticket Category List later in this section)

The screen will refresh, and some additional information will be displayed (see left).

You’ll see a Subject field, along with a Details / Comments text area, and, optionally (depending on Ticket Category), the following additional items:

• System drop down field
• “0 Contacts Copied” button
• “Attachments” section

A new “Submit Ticket” button will be available at the bottom of the screen.

To complete and submit the ticket:

• Set the priority (if required)
• Change the default subject so that it provides a better summary of your inquiry
• Select a system (if applicable – this is only available for certain technical categories of ticket)
• Enter the details of your inquiry.

NOTE: Please make this as descriptive as possible – the more detail you provide, the faster we’ll be able to resolve your issue and it will reduce the chance of us needing to ask you further questions.

• Copy your colleagues if desired, by clicking the “0 Contacts Copied” button and selecting the required colleagues:

NOTE: Copied Contacts will always receive notification emails regarding changes or comments on the Ticket, once raised. The list of Copied Contacts can be modified once the Ticket is raised, if desired.

• Attach any supporting documentation (if applicable) by clicking “+Add File” to select a file, or dragging+dropping file(s) on the page. Repeat this process as needed.

• Click “Submit Ticket” in the Action bar to submit your ticket to the QuantityWare team.

You’ll receive an email to confirm that your ticket has been submitted. You can view your ticket at any time via the Ticket List. See below for more details regarding viewing – and replying to – tickets.

Ticket Notifications

Whenever actions occur on a Ticket that is assigned to you, you’ll receive an email to your primary email address (this matches the email address you log into the Portal with).

These actions include:

• Ticket assignment (to you)
• Comment addition
• File(s) addition
• Status change (e.g. closing)

Each notification email contains a direct link to the ticket.

“Following” a Ticket

Actions on a Ticket are usually only sent in a notification email to a person if the Ticket is assigned to that person.

However, you may choose to “follow” a Ticket, which will ensure you receive notification emails for actions on a Ticket, regardless of assignment.

By default, you will be set to follow any Ticket you raise.

You can also enable/disable following within a Ticket by navigating to the Edit & Reply tab and clicking the “Following On” / “Following Off” button:

Copying Contacts on a Ticket

As described in the “Submitting a Ticket” section above, you may choose to copy your colleagues on a Ticket if desired.

In a similar fashion to following, a Copied Contact will always receive notification emails regarding actions on the Ticket, regardless of assignment.

You (and your Customer colleagues) may change the list of copied contacts in a Ticket by selecting the “X Contacts Copied” button and selecting / deselecting colleagues as required:

NOTE: As of V9.0.0 (Feb 2025), adding / removing someone from the Copied Contacts list and clicking “Save” will send the Contact an email informing them they have been added/removed from the copied contacts on the ticket.

Opening a Ticket

To open any ticket, either click the link in a notification email for the ticket or perform the following steps:

• Click “SupportCentre” in the navigation menu
• Select “Ticket List”
• Find the ticket you require (using the filters if required)
• Click on the ticket to open it
  

The ticket will now open, ready for you to view, reply to and/or make changes to. There are various tabs, as shown below:

Each tab provides certain information / functionality:

• Overview – This provides you with a summary of the ticket and the current ticket status
• Edit & Reply – Use this to view all comments and changes, add replies and files, reassign, modify the priority or close the ticket.
• Attachments – Download, and delete existing attached files on the ticket
• Delete – Permanently delete the ticket (only available for tickets you have raised)

Editing / Replying to a Ticket

To edit and/or reply to a ticket, perform the following steps:

• Open the Ticket (see “Opening a Ticket”)
• Click the “Edit & Reply” tab

The Edit & Reply tab will be displayed, showing the discussion / history of the Ticket:

• Click the “Reply…” button

The Reply panel will be displayed:

• Add your comment (this is required if making any other changes)
  
• Optionally, attach any supporting documentation by clicking “+Add File” to select a file, or dragging+dropping file(s)into the Reply panel. Repeat this process as needed.
• Optionally, change who the ticket should be assigned to using the “Assign to” drop-down list. You can assign it back to QuantityWare, or to another contact at your customer (e.g. if we have requested an action, and you need to pass the ticket to the team member who needs to perform it)

• Optionally, change the ticket status (you can close a ticket using this method – or reopen a ticket if required)
• Click “Reply”

Your reply, along with any changes to the Ticket status and files, will be instantly added to the Ticket Discussion.

Any other Contacts currently viewing the Ticket will see your changes immediately. You will also see any changes made by other Contacts on the Ticket as soon as they make them.

Downloading Attachments

You can download files either via the Edit & Reply or the Attachments tab:

• The Edit & Reply tab lists any files added in chronological order, along with all other messages in the conversion
• The Attachments tab lists all files attached to the Ticket in a simple list

From the Edit & Reply tab

Perform the following steps:

• Open the Ticket (see “Opening a Ticket”)
• Click the “Edit & Reply” tab
• Scroll to your attachment
• Click on the attachment to download it

From the Attachments tab

Perform the following steps:

• Open the Ticket (see “Opening a Ticket”)
• Click the “Attachments” tab
• Click on the attachment to download it

Downloading a Ticket to PDF

Some organizations may require offline copies of correspondence in the QuantityWare Portal between the organization and QuantityWare.

Since V6.9.0, the Portal supports this functionality, allowing a full copy of a Ticket and its history to be downloaded as a PDF.

To to this, perform the following steps:

• Open the Ticket (see Opening a Ticket)
• Click the “Edit & Reply” tab
• Click the “Download PDF” button (at the top of the Discussion)

The “Download Ticket to PDF” dialogue will display (see right).

• Optionally, use the “Include” list to filter the messages included in the download. The options are:
  • Everything (Replies, Files, Status/Priority/Assignment changes) (Default)
  • Replies and Files only
  • Replies only
• Optionally, use the “Sort by” list to change the order of messages shown
• Click “Download”

A new tab will be opened and a PDF copy of the Ticket will be displayed after a few seconds. This PDF can be saved or printed as required.

Deleting a Ticket

If you raised a ticket in error and wish to permanently delete it, perform the steps below to delete it.

• Open the Ticket (see Opening a Ticket)
• Click the “Delete” tab
• Click “Delete Ticket”
• Click “OK” in the confirmation dialogue

The ticket will be permanently deleted, and you will be returned to the Ticket List.

Ticket Category List

To help us quickly address your queries, selecting the appropriate ticket category is important. Please see below for a list of the ticket categories available:

• Agreement – Discuss matters relating to agreements / contracts with QuantityWare
• Calculation Issue – Report BCS calculation issues and request assistance in resolving calculation issues
• Consultant Enquiry – Discuss consultant-specific matters. Only available to certified QuantityWare Consultants
• Development – Ask questions relating to the development of QuantityWare-supported solutions
• Financial – Discuss matters relating to invoice payments and financial arrangements
• Installation / Technical – Request assistance with installation and configuration of QuantityWare
• Portal Issue – Report any errors or difficulties you experience when using the Portal
• Security – Discuss issues regarding security
• System Limit Change – Request an increase (or decrease!) of the maximum systems permitted for your organization in the Portal
• Test Agreement Extension – Request a short extension of usage keys on a test agreement (available to those with technical role)
• Trial Usage Key Extension – Request a short extension for trial usage keys on a productive (usage) agreement (available to those with technical role
• Emergency Key Extension – Request a four week extension of your license keys
• General / Software – Questions on BCS functions and features
• General / Non-Software – For all other matters

Some tickets can’t be directly accessed via the SupportCentre. These are listed below:

• Contact Changes – To request changes to contacts, use the Contacts Manager (Customer → Contacts Manager) to make the required changes and click “Request Changes”
• Installation Addition – To request additional installations, use the Systems Manager (Customer → Systems Manager) to add your desired installations, add a reason for the addition and click “Save Changes”
• Usage Questionnaire – To submit your organization’s annual questionnaire, use the online Usage Questionnaire form (Log In Page → Usage Questionnaire) to submit an updated questionnaire.

Reminders Manager Overview

The Reminders Manager provides you with the ability to add / remove members of your organization to and from the automated reminder emails sent from the QuantityWare Portal. It also allows the addition of extra dates for reminders, in case additional reminders are required (e.g. an “early reminder” for agreement expiration in case of long lead times for renewal within your organization.

Reminder Types

There are three types of reminder sent by the Portal:

Usage Key Expiry

• These are warnings of any usage keys that are approaching their expiry date – or those that have now expired.
• When the usage key of a QuantityWare installation expires, that QuantityWare instance will cease to function! These warnings provide a vital reminder to ensure you arrange usage key extensions before such an even occurs.
• People at your organization with the “Technical” role in the Portal will automatically receive these alerts.

Agreement Expiry

• These are warnings relating to the upcoming expiration – or expiry – of your agreement/contract with QuantityWare.
• When an agreement/contract with QuantityWare expires, portal functionality will be severely limited, and you will no longer be able to request Usage Keys for existing or new systems.
• People at your organization with the “Application”, “Management” or “Financial” roles in the Portal will automatically receive these alerts.

Payment

• These are notifications sent when any invoice is raised for your agreement/contract with QuantityWare, further reminders as the due date for an invoice approaches and alerts if an invoice becomes overdue.
• When an invoice is overdue with QuantityWare, this renders the related agreement/contract invalid. In such a scenario, portal functionality will be severely limited, and you will no longer be able to request Usage Keys for existing or new systems.
• People at your organization with the “Financial” role in the Portal will automatically receive these alerts.

Accessing the Reminders Manager

You can access the Reminders Manager as follows:

• Click “Customer” in the navigation menu
• Select “Reminders Manager”

The reminders manager will show as follows:

Depending on your role, the screen will display between one and three of the reminder type tabs – each tab relates to one of the reminder types described above.

On each tab, there are two sections:

• Recipients – Manage the list of the recipients for each reminder email sent for this reminder type – both automatic/fixed recipients and those optionally added
• Timings – Manage the days before each event (e.g. invoice due date, usage key expiry date) at which reminder emails will be sent out to recipients

Each reminder type tab, when clicked, will let you edit the reminder settings for that reminder type.

Reminder Recipients

Each reminder type has a list of recipients automatically specified by QuantityWare, who will always receive reminder emails. These are configured base on their role within the Portal.

If you wish to add additional recipients, either select other “Contacts” (colleagues’ portal accounts) manually enter additional email addresses:

• To add a Contact Recipient:
  • Select “Role” from the “Type” list
  • Select a contact
• To add an Email Recipient:
  • Select “Email” from the “Type” list
  • Enter the email address you wish to add
• To delete a Recipient:
  • Click “Delete” for each recipient to delete
  • Click “Restore” to cancel the deletion (prior to saving)
• Click “Save Changes” in the Action Bar

Your changes will be saved, and the page will be reloaded.

Editing Timings

There are either two optional reminder dates that you can specify:

• “Super Early”– send a reminder up to 200 days before the expiry (agreement / usage key expiries only)
• “Follow Up” – send an additional reminder between the early reminder and the 30-day reminder.

To modify either of these dates:

• Select your desired extra date(s) for the “Super Early” and/or “Follow Up”
• Click “Save Changes” in the Action Bar

Your changes will be saved, and the page will be reloaded.

My Profile Overview

My Profile is the hub of your personal information within the QuantityWare Portal. It provides you with an overview of the information we hold on you alongside your system settings and allows you to modify all of these.

Accessing My Profile

You can access the Customer Profile as follows:

• Click your name in the navigation menu (to the top right)
• Select “My Profile”

The screen is split into four tabs:

• My Details – View and edit your name contact details, change your password or request a new Portal username
• My Payments – View any quotes and invoices that have been sent directly to you (not your organization)
• Settings – Configure personal Portal settings
• Portal Roles – View a list of all roles you have across all organizations

Changing Your Contact Details / Password

To edit your Contact details, or change your Portal password, follow these steps:

• Set your password, if required
• Edit your Contact Details (names, phone numbers etc), if required
  
• Click “Save Changes” in the Action Bar

Requesting a New User Name

Your Portal user name is the email address associated with your account.

For your security, we do not allow people to directly edit their Portal user name. This prevents malicious actors from editing your account login details without your knowledge.

If you need to change your user name – for example your organization may have changed their domain name following an organization name change – you can request a change as follows:

• Click on “[Change…]” next to the “My Email / Username” field

The “Change Email / User Name” window will appear (see right).

• Enter your name email address
• Confirm your current password (for security)
• Provide a brief description of why the change is required
• Click “Request Change”

A ticket will be raised with the QuantityWare team, who will review your request and, once the change has been made, you will receive a confirmation email (to your new email address).

Payments

You are able to view and download any quotes and invoices directly sent to you via the “My Payments” tab.

Portal Settings

You are able to configure Portal settings using the new “Settings” tab in My Profile.

Attachment File Name Format

You can choose to include the Ticket number in the file name of any downloaded Ticket Attachment. This can be useful to keep track of the source of downloaded files.

Available file name formats are:

• File Name.txt (default)
• #1234 – File Name.txt
• [Ticket 1234] File Name.txt

To change the file name format:

• Select the “Settings” tab
• In the “Attachment File Name Format” section, choose your desired file name format
• Click “Save Changes”

The change takes effect immediately for any attachments you download. You can return My Profile to change this at any time.

Opening Tickets from the Ticket List

You can choose how the Portal handles clicking on a ticket in the ticket list, either:

• Open in the current browser tab (default)
• Open in a new browser tab

Dark Mode

You can enable / disable dark mode using this setting. This will instantly take effect without saving.

NOTE: This can also be performed using the sun/moon icon in the top right of the navigation menu.

Dashboard Grid Size

You can set the size of the grid of tiles on the home page using this setting, either:

• Small
• Medium
• Large (default)

This can also be performed directly on the home page.