Professional Documents
Culture Documents
June 2008
www.ntrsupport.com
Contents
Working with FirstHelp............................................................................................3
Getting to Know the User Interface.........................................................................3
Icons and Buttons ............................................................................................................. 4
Portlets........................................................................................................................... 4
Portlet Items................................................................................................................... 4
Creating a Portal.....................................................................................................5
Copying an Existing Portal......................................................................................5
Configuring a Portal ................................................................................................6
Changing Settings ............................................................................................................ 6
Working with Portlets ..............................................................................................6
Adding Portlets ................................................................................................................. 7
Positioning Portlets ........................................................................................................... 7
Hiding and Deleting Portlets ............................................................................................. 7
Changing Portlet Settings ................................................................................................. 8
Personalizing the Online Help Portlet............................................................................... 8
Working with Content in Portlets.............................................................................8
Adding Items..................................................................................................................... 9
Adding News Items........................................................................................................ 9
Adding FAQ Items ......................................................................................................... 9
Adding Download Items................................................................................................. 9
Adding Link Items ........................................................................................................ 10
Editing Items ................................................................................................................... 10
Moving Items Up or Down .............................................................................................. 10
Hiding and Deleting Items............................................................................................... 10
Managing Portals..................................................................................................11
Changing the Status of a Portal...................................................................................... 11
Deleting a Portal ............................................................................................................. 11
Managing Access to Portals .................................................................................11
Setting Portal Access...................................................................................................... 12
Giving Portal Access to Users ........................................................................................ 12
Managing Users....................................................................................................12
Creating Portal Users ..................................................................................................... 13
Editing Users .................................................................................................................. 13
Validating Users.............................................................................................................. 13
Changing User Status..................................................................................................... 14
Deleting Users ................................................................................................................ 14
To add information to a FirstHelp portal, you must first add one or more “portlets”. A portlet
is an independent block or module of content that displays a list of information items,
called portlet items, each of which contains the same “type” of information. For example,
you can create a downloads portlet to display a list of files that users can download, or
you can create a FAQs portlet to add a list of frequently asked questions. You can add as
many portlets as you want to each portal. When you first create a portal, a default set of
portlets are automatically added to the portal; you can choose to keep the portlets or
delete them depending on your business requirements.
To add your own content to a portlet, you must add “portlet items”. A portlet item
represents a single item of information in a portlet. For example, if you wanted to add five
frequently asked questions to your portal, you would first create a FAQs portlet, and
subsequently add each individual FAQ as a portlet item. Once you have added all
questions, the FAQs portlet would contain five portlet items, each of which represents a
single FAQ. To help you organize the layout and presentation of your portal, you can
move portlets around, temporarily hide portlets, or delete portlets when they are no longer
needed. You can also sort the list of portlet items by moving them up or down in the list.
Any administrator of your NTRsupport account can configure your FirstHelp portals, add
and delete portlets, change the layout of the portal, and manage users and user
permissions.
Portlets
The following table describes the buttons you can use when working with portlets.
Icon Description
Allows you to edit the properties of a portlet, such as changing the title,
the icon, or the number of items you want to be displayed.
Allows you to deactivate a portlet. The status of the portlet changes from
active to inactive and the portlet is moved to Inactive Portlets.
Allows you to reactivate a portlet. The status of the portlet changes from
inactive to active and the portlet is restored to the list of active portlets.
Portlet Items
The following table describes the buttons you can use when working with portlet items.
These buttons only appear when you move the mouse pointer over the item.
Icon Description
Since your FirstHelp portal is accessible from the Internet, you must first choose a suitable
URL. The format used for the URL includes http://firsthelp.ntrsupport.com/ followed by a
name you choose, such as the name of your department or organization. For example, if
you choose “techsupport” as the name of your portal, the full URL of your portal will be
http://firsthelp.ntrsupport.com/techsupport. You can also select a language for the portal,
which determines the language used for buttons, icons, and navigation.
If you want to provide content in more than one language, you must create a separate
portal for each language. You can add as many portals as you require to suit the needs of
your business.
To create a portal
1. Log in to NTRsupport as an administrator.
2. Choose FirstHelp > Portals.
3. Choose Create Portal.
4. Select New Portal, enter a URL for the portal, and select a language.
5. To create the portal, click Create.
A new portal is created and its status is set to "online" with a default set of portlets.
The default set of portlets contains sample text, which you should replace with content
related to your own products or services.
Once you have copied a portal, you must give existing users access to the new portal
individually by editing their user details.
To copy a portal
1. Choose FirstHelp > Portals.
2. Click the duplicate button of the portal you want to copy.
3. Enter a new URL for the portal.
4. Select a language for the portal.
5. To create the portal, click Create.
A duplicate portal is created and its status is set to "online".
Changing Settings
Each FirstHelp portal you create has its own settings, which you can easily change at any
time.
FAQs Allows you to add frequently asked questions that are typically
asked by customers about your products or services.
Downloads Allows you to upload files to your portal, such as software drivers
or PDF files. Portal users can subsequently download the files to
their own computers.
Online Help The Online Help portlet allows portal users to directly contact any
operator that is available or “online” at the time they visit the portal.
The graphical button that appears in this portlet is pre-configured
and can be used immediately without any kind of customization.
You can, however, customize the button to change its behaviour
and the way NTRsupport handles chat requests. For more
information, see the NTRsupport administrator guide.
Adding Portlets
You can add an unlimited number of portlets to any FirstHelp portal.
To add a portlet
1. Choose FirstHelp and select the portal you want to work with.
2. In the portal menu bar, click Add Portlet.
3. Select the type of portlet you want to add.
The portlet is added to your portal and displayed on the bottom left-hand side of the
page.
Positioning Portlets
You can easily change the position of portlets in your portal by simply dragging the portlet
to another area on the page. You can change the position of any portlet, except the Online
Help portlet, which is always positioned at the top-right corner of a portal.
To position a portlet
Click the title of a portlet and drag it to a new position.
IMPORTANT: When you delete a portlet, all content in the portlet is also deleted and
cannot be restored.
To hide a portlet
Click the Make Portlet Inactive button.
The portlet is moved to the Inactive Portlets section.
To show a portlet
In the Inactive Portlets section, click the Make Portlet Active button.
The portlet is moved back to the active portals section.
Editing Items
You can easily edit portlet items.
Managing Portals
FirstHelp allows you to easily manage each individual portal. You can quickly change the
status of portals by activating them or deactivating them. You can also duplicate portals,
delete them, or change their settings.
Deleting a Portal
If you no longer want to use a portal, you can choose to delete it.
IMPORTANT: When you delete a portal, all content that you have created for the
portal is also deleted and cannot be restored. If you want to keep content from the
portal, such as news articles, FAQs, or links, you should set the status of the portal to
offline instead by deactivating it.
To delete a portal
1. Choose FirstHelp > Portals.
2. Click the Delete button of the portal you want to delete.
Managing Users
If you require users of your portal to be registered in order to access it, each user must
have a FirstHelp user account. You, or any other administrator, can create users for your
portals and manage their access permissions. You can choose to give a user access to a
specific portal, a selection of portals, or all portals. If you have a large number of users,
If a user wants to change their password, they can click on the “Forgot your password?”
link on the Sign In page and choose a new one.
Editing Users
You can edit all user details, including the portals to which they have access.
Validating Users
If you choose to allow users to register themselves, you may need to validate the user
before they get access to the portal or portals for which they registered.
To validate a user
1. Choose Users.
A list of users is displayed including those that need to be validated.
You can find users by moving forward or backward between pages or by searching for
users.
2. Click Validate to give portal access to the user.
Deleting Users
You can delete a user if a user no longer requires access to any of your portals or if you
want to permanently delete a user account. If you only need to temporarily deny a user
access to all portals, you should change the user’s status instead.
To delete a user
1. Choose Users.
2. Select the users you want to delete.
3. Click Delete.
NTR reserves the right to modify the contents of this guide to its
discretion, at any time, unilaterally and without previous notice.
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