The “Unified Support for MultiVendor (USMV)” Dashboard provides an overview for customers who purchased the “Unified Support for MultiVendor” service from SoftwareONE.
As part of the service, SoftwareONE will act as single point of contact for the support of all selected software vendors, e.g.
Access the “Unified Support for MultiVendor (USMV)” Dashboard
In order to access the “Unified Support for MultiVendor (USMV)” Dashboard, click on “Services” and “Unified Support for MultiVendor” as shown below:
Submit a Ticket
Create a USMV ticket and submit it to SoftwareONE for processing. Use the following documentation for the details about the ticket and its data fields. After submitting the USMV ticket, you will be redirected back to the USMV Dashboard.
The “Available Credits” tile shows how many credits are available. The tooltip shows additionally how many credits have been purchased.
Note that the used credits are calculated when the ticket is resolved by the software vendor. If there are tickets which are currently being processed, the credits for these tickets are not included yet.
The “Incidents” tile shows how many USMV incidents there are and how many of those are open. Open incidents are all incidents which do not have the status “Closed” or “Resolved”.
Click on the “Incidents” tile to navigate to a list of the incidents. Click on “View” for an incident to see its details.
The “Service Requests” tile shows how many USMV service requests there are and how many of those are open. Open service requests are all service requests which do not have the status “Closed” or “Resolved”.
Click on the “Service Request” tile to navigate to a list of the service requests. Click on “View” for a service request to see its details.
Insights for you
SoftwareONE analyzes the support tickets. If SoftwareONE identifies an opportunity to reduce your support cases, then this recommendation will be displayed here. The “Insights for you” tile shows the insight with the highest severity. If there are several insights with the same highest severity, then the most recent insight is displayed.
Click on the “Insights for you” tile to navigate to the details of the insight. If there are several insights, click on the “Back to List of Recommendations” button to navigate to the list of all insights.
If there is no insight yet, then the “Insights for you” tile is not displayed.
Credits Used per Vendor
The “Credits Used per Vendor” tile shows all software vendors for which you have used at least 1 credit. Check this chart to find out for which vendor(s) you use the most credits.
The tile also shows the total number of used credits.
Tickets per Vendor
The “Tickets per Vendor” tile shows all software vendors for which you have at least 1 ticket. Check this chart to find out for which vendor(s) you have the most tickets. Note that this is a stacked bar chart that shows the number of closed and open tickets per software vendor.
The tile also shows the total number of tickets.