MRL Service Desk Portal FAQ's

GENERAL INFORMATION/ LOGIN How do I log into the portal? What information do I need to register for an account? What should I do if I receive an error when trying to register? Why is my password not accepted? What does the thumbs up/thumbs down mean? How do I change my password? What do I do if I forgot my password? I’m receiving Invalid login credentials when trying to log into the portal? How can I change the language of the portal? Where can I find information on contacting the Service Desk? SOLUTIONS How can I search for a solution? How can I view a solution? If the solution has steps that I can’t perform, what should I do? What if I can’t find the solution I need? What if the solution didn’t fix my problem? Why is it asking me if the solution worked or not? Do I need to answer this? CREATE A NEW TICKET What information is required to submit a New Ticket? Why is Time Zone a required field? What should I enter in the description? Why can’t I select urgency when creating a ticket? What if I don’t see my Study? What if I don’t see my site? What if my role is not listed? How do I add an attachment? VIEW MY TICKETS What is an AR #? What are the Area, Sub Area and Sub Sub Area? How can I view more details about the AR (Ticket)? How can I add additional comments to my AR (Ticket)? How can I add an additional attachment to my AR (Ticket)? After I add a comment to an AR (Ticket), can I view it? How can I view attachments that I have added? Why do I only see some activity under Recent Activity, when I know there has been more? What is the Additional Ticket Number(s) field? How can I change the urgency of my AR (Ticket)? Why can’t I add any comments or attachments to my AR (Ticket)? What is the difference between the Sub Status of confirm versus unconfirmed? What if I don’t see the AR (ticket) I’m looking for? What are the rules for re-opening an AR (ticket) that has been closed? Why do I see the 'Re-Open' button on some ARs and not on others? OUTAGE PAGE What information is listed on the outage page? What does user effects mean? What is ETR? What is the difference in outage types (red versus green button)? Which applications will be displayed here? REQUEST CALL BACK What happens when I request a call back? What type of information should I enter into the description field? CHAT How can I chat with an agent? Why is begin chat greyed out? Why do I need to enter my name? How do I log into the portal?

1) Enter your username (email address).
2) Enter the password you created. This may not be the same as your network password. This password was created by you.

What information do I need to register for an account?

1) First name, Last name
2) Your email address
3) Valid Password – One that meets the criteria

What should I do if I receive an error when trying to register?

1) If you receive an error message that says 'You have already completed the registration for the Merck Client Portal'
a. Please go back to the login screen and click the forgot my password link
2) If you receive an error message that says 'Your information is invalid'
a. Please contact the Service Desk and ask them to verify :
i. You have a profile created in the call tracking system
ii. That your correct email address is listed

Why is my password not accepted?

1) Please make sure your password meets the criteria below:
a. Must be 8 Characters long
b. Contain at least one lowercase letter
c. Contain at least one capital letter
d. Contain at least one numeric value
2) If your password does not meet the criteria, it will not be accepted.

What does the thumbs up/thumbs down mean?

1) Thumbs up - your password meets the criteria.
2) Thumbs down - your password does not meet the criteria for the portal. Please review and select a new password

How do I change my password?

1) After logging into the portal, on the top right click "Change Portal Password."
2) Enter your current (old) password and new desired password.
3) Click Submit.
Note: please ensure your password meets the criteria.

What do I do if I forgot my password?

1) On the login page, Click "Forgot Password."
2) Enter your email address.
3) Click Submit.
4) A Temporary password will be sent to your email.
5) Log in with your Temporary password.
6) After logging in, go to "change portal password" and create a new password.

I’m receiving Invalid login credentials when trying to log into the portal?

1) If you have not registered or are unsure if you have, try clicking on Register and enter your information.
2) If you have registered and are still getting an error message. Please ensure you are typing in your correct email address and password.
3) If all else fails please contact the service desk and have them check your profile.

How can I change the language of the portal?

1) Click the flag for the language you desire.
2) If you wish to change the language again, select a different flag.
3) Flags are available in the upper right corner on all pages of the portal.

Where can I find information on contacting the Service Desk?

1) On the login page click "Please click here to view MRL Helpdesk Contact Information"
2) Once you are logged in, you can also find the same document under "Service Desk Contact information."

How do I search a solution?

1) In the Search Box, type a word, phrase or question.
2) Click Search.

How can I view a solution?

1) After you have searched for solution, a list of potential knowledge articles will appear on the left side.
2) You will see the Title of the article in grey.
3) Click on a title to view the summary.
4) Click on the summary to view the full solution on the right side of the page.

If the solution has steps that I can’t perform, what should I do?

Call/Email or Create a Ticket via the portal for Service Desk Assistance.

What if I can’t find the solution I need?

Call/Email or Create a Ticket via the portal for Service Desk Assistance.

What if the solution didn’t fix my problem?

Call/Email or Create a Ticket via the portal for Service Desk Assistance.

Why is it asking me if the solution worked or not? Do I need to answer this?

1) This helps us track if solutions needs updating.
2) You are not required to answer this, but any feedback would be appreciated.

What information is required to submit a New Ticket?

1) Description
2) Time Zone
3) Please select which of the following you are requesting assistance for:
4) Please select one of the following so we can route your request appropriately:
5) Any other information you can complete is helpful, the four above are the only Required Fields

Why is Time Zone a Required Field?

1) We are a global operation and have round the clock support. We want to make sure we do not call you outside of your business hours.

What should I enter in the description?

1) Enter the details of the issue you are experiencing. Ex:
a. What you are trying to do?
b. Error messages
c. Description of steps you have tried already

Why can’t I select urgency when creating a ticket?

1) All tickets submitted through the portal will be submitted with a Medium Priority.
2) If your issue is urgent please call the MRL Service Desk. The number can be found in the contact information on the home page of the portal.

What if I don’t see my Study?

1) Study is not required. If you don’t see your study listed, please let the service desk know so we can update our records.

What if I don’t see my site?

1) Site is not required. If you don’t see your site listed, please let the service desk know so we can update our records.

What if my role is not listed?

1) Role is not required. If you don’t see your rose listed, please let the service desk know so we can update our records.

How do I add an attachment?

1) Under add attachment, click on browse
2) Browse to the file you want to attach
3) Click Open
4) When you click submit on the ticket the file will be attached

What is an AR #?

1) An AR # is simply your Case or Ticket number #. AR stands for Assistance Request.

What are the Area, Sub Area and Sub Sub Area?

1) These are your case categorizations.

How can I view more details about the AR (Ticket)?

1) You can view more details by clicking on the AR #
2) A new screen will appear with additional information such as:
Recent History
Add Comments (for open cases only)
Add attachments (for open cases only)

How can I add additional comments to my AR (Ticket)?

1) First the AR must still be open. You cannot add comments to a closed ticket
2) After confirming that you are on the "Open" Tab, click the AR #
3) Scroll down to the comments box
4) Type your comments
5) Click Submit

How can I add an additional attachment to my AR (Ticket)?

1) First the AR must still be open. You cannot add attachments to a closed ticket
2) After confirming that you are on the "Open " Tab, click the AR #
3) Click on browse
4) Browse to the file you want to attach
5) Click Open
6) When you click Submit on the ticket the file will be attached.

After I add a comment to an AR (Ticket), can I view it?

1) Yes, after you add a comment you can view it by looking under Recent Activity
2) It will be the first item displayed with ‘Web-Inbound' as the type

How can I view attachments that I have added?

1) From the Open Ticket, scroll down below the activities to view attachments

Why do I only see some activity under Recent Activity, when I know there has been more?

1) Recent Activity will only display the 5 most recent actions to the ticket. For further information, contact the MRL Service Desk.

What is the Additional Ticket Number(s) field?

1) Some issues are escalated to different groups. That ticket number is recorded in this field.

How can I change the urgency of my AR (Ticket)?

1) You cannot change the urgency of an AR through the portal. If your issue needs a change in urgency please call the MRL Service Desk.

Why can’t I add any comments or attachments to my AR (Ticket)?

1) Confirm that the ticket you are trying to add comments or attachments to is still open. You will not be able to add comments or attachments to closed tickets.

What is the difference between the Sub Status of confirm versus unconfirmed?

1) Confirmed means the Service Desk spoke with you and you confirmed your issue is resolved
2) Unconfirmed means we reached out to you several times as governed by our follow-up process but we did not receive a response.

What if I don’t see the AR (ticket) I’m looking for?

1) Ensure you have checked both the Open and Closed tabs as you ticket may be resolved
2) If you have many tickets you may need to use the scroll bars at the bottom of the list

What are the rules for Re-opening an AR (ticket) that has been closed? Why do I see the 'Re-Open' button on some ARs and not on others?

You will only be able to re-open the AR if:
1) If the sub-status is unconfirmed and the ticket has been closed within the last 7 days.
2) If either of the criteria has not been met the 'Re-Open' button will not appear

What information is listed on the outage page?

1) List of all current outages for MRL applications.
2) Outages will remain listed until 48 hours after they are resolved
3) Any outage resolved over 48 hours will not be listed

What does user effects mean?

1) Error messages or situations you may experience with this outage

What is ETR?

1) Estimated Time to Resolve (ETR) – when we expect the outage to be resolved

What is the difference in outage types (red versus green button)?

Planned Outages (green) – these are typically scheduled maintenance outages or outages that we have advanced notice on.
Unplanned Outages (Red) – these are sudden outages that we did not know about, typically cause by a system error or emergency maintenance.

Which applications will be displayed here?

All MRL Applications

What happens when I request a call back?

Your request is sent to the MRL Service Desk
A Service Desk Agent will call you back as soon as possible or at the time you request.

What type of information should I enter into the description field?

Enter the details of the issue you are experiencing.
What you are trying to do
Error messages
Description of steps you have tried already

How can I chat with an Agent?

Click the 'Open Chat Session' from the Home Page
Enter in all of the requested information in steps 1-4 and click 'Begin Chat'

Why is begin Chat Greyed out?

The 'Begin Chat' button will not become active until you have entered all the required information in steps 1-4

Why do I need to enter my name?

So the Agent who receives your chat will be able to refer to you by your name