AspenGenesis Log in Help
AspenGenesis supports two customer log in modes:
- Authenticated Log in only - users must have a user name and password
in the Aspen system to have any access to enter or work with tickets.
- Email Log in - any customer level user can enter a ticket with just
their Email address. This is useful when AspenGenesis is being used to take
feedback and service requests for Internet sites, consultants, etcetera. Specialists
and Administrators of AspenGenesis still log in with an authenticated user
name and password which enables additional management features.
Authenticated Log in
"Authenticated Log in" allows registered users to manage requests. Many features
and tools are available in this mode depending on the group a user is a member
of. Features range from entering and updating requests (customer level access)
to managing requests by category, severity, customer, priority, specialist,
etcetera.
Registered AspenGenesis Customer users can:
- Enter tickets - as easily as creating an Email message
- Follow up on tickets - customers can see the work being done by the
specialist and can add follow messages to the ticket
- Attach files - to tickets, particularly useful when working with
configuration files, document collaboration, and web pages
- Subscribe to existing tickets - within ticket groups customers can
enter their Email address to get updates whenever anything changes on the
ticket
Registered AspenGenesis Specialist users can:
- Select Ticket List Criteria - to sort tickets by customer, category,
priority, status, specialist, etcetera.
- Set Notification Options - Email is used to keep you up-to-date,
options ranging from paging you when critical tickets are created to paging
you on all activity on your tickets, you choose.
- Change status, category, and assigned specialist - to ensure service
is delivered on time and by the appropriate specialist
- Run reports - to provide views of the work being done to service
customers
Email Log in
The Email Log in allows users with no active AspenGenesis account to log a
ticket. Email log in have limited functionality but can still log and track
a request. It is IMPORTANT to use your valid Email address so you can receive
updates about your requests. Tickets logged with Email log in are monitored
and are not private. Any abuse causes a removal of ability for the user to log
a request.
Security
During the course of your experience in AspenGenesis, you may encounter
screens indicating you've done something you're not allowed to do. Some
features and objects of AspenGenesis are secure. A common misunderstanding
of software security mechanisms is the belief that these limit productivity
and flexibility. Without security, freedom is violated, production is
halted and confidential information is compromised. Good security protects
against abuse.
