Asking for Help Using the Extranet

The Extranet is a custom version of ClientSpace used by PrismHR to track ClientSpace-related client interactions, support cases, development, and internal and external communications. The Extranet is a "Candy over CORE" solution for PrismHR with highly customized versions of some standard ClientSpace modules such as the Client Service Case and Business Intelligence modules. Access to the Extranet is restricted to a few key personnel at client sites. These are normally the principal stakeholders and other key delegates who also have authority to approve billable items related to ClientSpace within their organization.

Note: Access permissions to the ClientSpace Extranet are assigned on an individual basis. If there is a stakeholder or other delegate in your organization who needs access, please contact us. You can do this by asking an individual in your organization with Extranet access to submit a case or you can contact your ClientSpace Professional Services representative.

The ClientSpace Extranet is accessed from the ClientSpace Help Center page. If you cannot find the help you need in the ClientSpace Help Center, you can log a support Case or submit an Idea.

About Support Cases

Creating a support case allows you to communicate directly with the ClientSpace team. A common reason for submitting a case is when you encounter an issue in ClientSpace that prevents or hinders your work. For instance, you've encountered an error message that you are unable to resolve on your own by reviewing the error message details. However, you can also submit a case to ask a question, request a demo, inquire about our service plans and more.

About Ideas

Submit an Idea when you want to suggest an enhancement. Our team reviews Idea submissions to determine what problem can be resolved by adopting the enhancement. Therefore, the more detailed you can be with your submission, the better. Think about and describe the details of your Idea and how this idea might relieve or resolve an issue you are having. Consider a priority rating for your idea and attach any screen shots that may help us better understand the problem and proposed solution.

Accessing Extranet Case Logging

To access the ClientSpace Extranet:

  1. Log in to the ClientSpace Extranet.

    Extranet Login Window

  2. Click Log a Case on the Help Center Page.

Note: The Help Center page displays on load if you have the Always show Help Center checkbox flagged in the bottom left corner of the Help Center page. The Help Center Page can also be loaded from any place in ClientSpace by clicking the Help Center icon located in the Work Center menu):

Help Center Page

Submitting Cases

To submit a ClientSpace Extranet Case:

  1. Access Extranet Case Logging.

  2. Click Add next to Cases.

    The Client Service Case: Add window displays with a default Status of New. Reported By auto-fills with your login name. Case Owner and Assigned To fields are blank. These fields auto-fill once you save the case.

  3. Complete the following fields:

    Priority

    Select one of the following case priorities as applicable:

    • Critical (System Down or Major Work Stoppage)

    • High

    • Medium

    • Low

    Subject

    Enter a brief, one line description of the issue.

    Issue

    Add the issue details.

    Attachments

    Adding attachments is an optional step but is recommended as screen shots of error messages, error logs and other relevant attachments can help our team troubleshoot your issue more effectively.

    Follow these steps to add a file attachment:

    1. Click the Attachments panel.

    2. On the Attachments tab, click Add to upload a new file.

      The Upload File window displays.

    3. Click Choose File.

    4. Locate the file on your computer and click Open.
      The file name displays in the File field of the Upload File window.

    5. Optionally, you can provide Description, Category, and Tags information

    6. Click Save on the Upload File window.

      The Upload File window closes and the attachment file you just added is listed on the Attachments panel. You can click the file name or click (Edit) next to the attachment file name to view your file.

      Note: You can discard an uploaded file by clicking (Remove) next to the attachment file name.

  4. Click Save or Apply.

     

Submitting Ideas

To submit a ClientSpace Extranet Idea:

  1. Access Extranet Case Logging.

  2. Click Add next to Submit an Idea.

    The Idea: Add window displays. Reported By auto-fills with your login name.

  3. Complete the following fields:

    Type

    Select one of the following Idea types as applicable:

    • Documentation

    • Product

    Title

    Enter a brief, one line description of the idea.

    Details

    Add the idea details. For best results, be sure to add the following details:

    • A detailed description of the Idea.

    • If the Idea solves a problem, describe what the idea will solve and any proposed solution you are recommending.

    • Describe how this Idea will help make your job easier, increase your efficiency, minimize a frustration you were experiencing, etc.

    • Enter the priority level you would give this idea.

    Attachments

    Adding attachments is an optional step but is recommended if you have workflows, screens or other attachments that would help clarify your Idea submission so that we can better evaluate it.

    Follow these steps to add a file attachment:

    1. Click the Attachments panel.

    2. On the Attachments tab, click Add to upload a new file.

      The Upload File window displays.

    3. Click Choose File.

    4. Locate the file on your computer and click Open.
      The file name displays in the File field of the Upload File window.

    5. Optionally, you can provide Description, Category, and Tags information

    6. Click Save on the Upload File window.

      The Upload File window closes and the attachment file you just added is listed on the Attachments panel. You can click the file name or click (Edit) next to the attachment file name to view your file.

      Note: You can discard an uploaded file by clicking (Remove) next to the attachment file name.

  4. Click Save or Apply.

Adding Additional Comments

Use the Comments section of a Case or Idea to add additional comments, review comments added by the ClientSpace team or respond to questions or comments added by the ClientSpace team.

To add or review comments on a Case or Idea submission:

  1. Access Extranet Case Logging.

  2. In the "Current Client Service Cases" grid, click (Open) next to a previously added Case or Idea.

  3. Click Add in the Comments field.

  4. Type your comments.

  5. Click again in the Comments field to commit your changes.

  6. Click Save or Apply.

Learning How: Creating a Case in the Extranet

Watch the video about Creating a Case in the Extranet.