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MachPanel HelpDesk Configuration using OAuth based POP Account

zohaib.shaikh — Wed, 15 May 2024 10:19:40 GMT

Summary

This article provides information about configuring the OAuth based POP Account in Office365 to be used in MachPanel HelpDesk.

Applies To

MachPanel v7.2.30 & above.

Pre-Requisites

New service is configured as per article below:

https://kb.machsol.com/Knowledgebase/55775/Remove-MachPanel-HelpDesk-Service-and-Add-it-with-updated-source-path

Procedure

In order to use an Office 365 / Microsoft 365 mailbox for email parsing by the Help Desk, you need to configure it in MachPanel:

Once done, the control panel will be able to parse emails and covert them to new tickets or add them to existing tickets (based on sender and email title / subject).

First you must configure the backend account in Office 365 / Microsoft 365. After that you will need to configure the MachPanel Control Panel HelpDesk using the configured account.

Step 1: Account configuration in Office 365 / Microsoft 365:

Please follow steps below to configure email account on Office 365 / Microsoft 365:

Step:1	Register your application in Azure Portal
Step:2	Add permissions to your application. Select APIs my organization uses and search for “Office 365 Exchange Online click Application permissions: Grant admin consent:
Step:3	Create an application secret in Certificates & secrets
Step:4	Use Windows PowerShell on your machine to Register service principals in Exchange. Set-ExecutionPolicy RemoteSigned Install-Module -Name ExchangeOnlineManagement Import-Module ExchangeOnlineManagement Connect-ExchangeOnline -UserPrincipalName your-admin-account@your-domain.onmicrosoft.com New-ServicePrincipal -AppId <APPLICATION_ID> -ServiceId <OBJECT_ID> [-Organization <ORGANIZATION_ID>] You can find ApplicationId and ObjectId in Enterprise applications in your application’s Overview panel
Step:5	Add permissions to a specific mailbox: Add-MailboxPermission -Identity USER@your-domain.onmicrosoft.com -User <OBJECT_ID> -AccessRights FullAccess Where -User is Object ID of the App your created.

Step 2: MachPanel HelpDesk configuration:

Once the backend configuration is done, please add the details in MachPanel, scroll down and hit save:

MachSol Customer Portal

mudesira.munir — Mon, 04 Jun 2018 09:38:10 GMT

Summary

This article provides the information regarding customer access/support portals available for MachSol.

MachSol Customer Portal

MachSol Customer Portal provides quick links to various user related operations like Account details, customization options, details regarding the products being purchased and license details as well. Information related to purchase of paid services quick links to support, FAQs, product knowledge-base and MachSol blog.

Support Portal

MachSol Support Portal is an online support platform where you can place a new problem ticket related to MachPanel and also check the status of the existing ones. You can sign in to the support portal by first registering it as a customer and then you will be able to place a ticket or check the progress/status of already placed tickets.

Support portal can be accessed through https://support.machsol.com

Sign-in/Registration of Support Portal:

Knowledgebase Portal

The MachPanel knowledgebase portal is the prime platform to learn and understand the MachPanel and its broad ranged functionality. There are KB articles/guides having details for each step to be performed in sequence are present for installation, configuration and for management purpose for each module present in MachPanel. Along with that you can also search for a particular problem you face and related article will be shown in case of a known problem, else you will have to contact MachSol support.

You can also access FAQs from KB portal.

Account Registration for Customer Portal

In order to create an Account on MachSol portal, please click on Login button after accessing www.machsol.com and click on Register Now in case of a new user to create your account as shown below:

Note: You will have to provide registered email ID with MachSol in the username field while login to customer portal.

As soon as you are logged in after creating an account, a dashboard will appear on the screen through which you can explore various options inside the customer portal. The customer portal is categorized in four basic sections i.e. Accounts, Products, Shop & Help.

1. Accounts:

In the accounts section you can customize account details, change password, add contacts, and send a request for account closure as well:

Edit Profile:

Add \ Remove Contacts:

Change Password of your account:

Account Removal/Closure:

You can send account removal request in case if you want to end your subscription and account with MachPanel. Please click on account closure and an alert will pop up:

If you click OK, then you will have to state the reason for account removal and you will have to enter the pass-code you received in email to submit the cancellation request.

2. Products:

In the Products section you can details regarding your orders, pending invoices, the information about your licenses (Installation ID, remaining/used licenses) and you will also be able to download the latest installers of the products through Downloads button.

Download link of installers:

License Information:

3. Shop:

In the Shop section you can buy professional services related to support, details regarding paid POC and MachSol EULA.

Paid Professional Services:

Paid POC Installation details:

4. Help:

Under the Help section you will be able to access the quick links to Support Portal for placing a problem ticket to MachSol Support, KB portal link, FAQs and link to MachSol Blog as well.

Notice - Support Policy Update

zohaib.shaikh — Thu, 12 Apr 2012 00:21:52 GMT

Ticket initiation via support portal made compulsory

Valued Customer(s):

MachSol Inc. is an emerging leader in unified automation software that solves business and operational challenges in delivering scalable hosted software (SaaS) in cloud. MachSol paves way to the next generation of hosting, uniting the common aspects of management and control into single complete solution supported by experience and Microsoft certified engineers.

Notice - Support Policy Update

While we feel delighted to assist all our customers, we have made it compulsory that all issues are first initiated via the support portal in the form of a Case / Trouble Ticket and then formal Email, Phone or Live Chat communication is done. In all communications the Title and Case ID generated should be mentioned as a reference.

For timely resolution and action on the problem points, Enterprise Services and Support team is mainly responsible. In the event of a Problem, Question or Suggestion about the product “MachPanel”, You must forward all requests via the support portal on our website.

This will help everyone to keep track of all open/pending requests and appropriate resources from our team will be watching the progress. The procedure to place a ticket is very simple and entailed on the KB link below:

http://kb.machsol.com/Knowledgebase/Article/50282

NOTE: After announcement of this notice, it is the client's responsibility to ensure they have an active support agreement and they must initiate a ticket before contacting our support team via email, chat or phone for every new incident/problem.

Sincerely,
MachSol Team

Importing SharePoint into MachPanel via Import Utility.

Zeeshan Masood — Thu, 10 Nov 2011 04:04:52 GMT

Summary

This article provides information for using SharePoint Import Utility for importing SharePoint users in MachPanel.

Applies To

MachPanel Version 4.2.30 and above.

Pre Requisites

You have purchased license from the sales team.
At least one SharePoint service plan is present in MachPanel.
Customer account has been created.
SharePoint Server on which the users exist has been added in MachPanel with the appropriate web application.

Procedure

* It is strongly recommended that to import a test organization first as a Proof of Concept.

Please follow the below mentioned steps to bulk import SharePoint users:

1) Open MachPanel Control Panel, log in as Provider and navigate to Home >> Import Utilities >> SharePoint. In step-1 provide the Import Settings as shown in the snapshot below:

Select the Company Name [Owner] (i.e. Provider or any Reseller).

Select the SharePoint Server where the users exists.

2) In step-2 enter the customer's domain name, select the customer, associate a service plan and then click on Next button.

3) In step-3 select billing/subscription preference for each portal and finally click on Finish button to import the organization in MachPanel:

4) You can manage this subscription by navigating to Home >> Service Director >> SharePoint Hosting >> Accounts

Customer Support Questions

jameel.ur.rehman — Sat, 08 Nov 2008 07:21:00 GMT

1 1) What support options are available?

Our basic/standard support includes comprehensive Knowledge Base, Support Blog, Documentation and Tutorials that provide resolution to common mistakes or errors. Apart from that we have different support packs available that includes both Email and Phone support packages covering business and non-business hours.

MachPanel product support covers delivery of Hot Fixes and Patches. It also includes all kinds of installation/configuration issues within the product. We will not be responsible for any installations/configurations beyond our product support, for this we have Premium Support option available.

In Premium Support/Paid Support, you can come to us with problems related to all the back end services like Exchange, BlackBerry, SharePoint, CRM, SFB (Lync), Hyper-V etc. We charge a minimal amount of one support incident per Premium/Enterprise Support case. Please note that the email describing your issue does not mean one incident but may contain more than one incidents.

2) Is e-mail based technical support free?
No, email support is not free. We have different support packages that cover both email and phone support covering business and non-business hours with package based SLA.

3) Is phone based support free?
No, phone support is not free. Phone support is available depending on your subscribed support package.

4) Can I ask technical support to troubleshoot problems not related with MachPanel? For example, troubleshoot my Exchange server?

Troubleshooting of problems beyond the product support scope can be availed under paid support / premium support.

In Premium Support / Paid Support, you can come to us with problems related to all the back end services like Exchange, SharePoint, BlackBerry etc. We charge a minimal amount of one incident. Please note that the email describing your issue does not mean one incident but may contain more than one incident

5) What is the standard response time for normal support?
Response time for regular support is within 24 hours Monday through Friday.

6) What is the standard response time for premium support?
Response time for premium support is 2 hours.

7) Does MachSol offer support and maintenance services?
Yes, contact sales on +1 (877) 622-4765 for more information.

8) What are other resources to seek support and assistance?
You may check Various Guides, Manuals, Knowledgebase and blog.

9) How do I report bugs?
You can report bugs via the support team who identify the problem as a bug and determine severity level. Then bug is reported / added to internal bug management system for speedy fix of the issue.

10) Where do I post my suggestions and features request?
You can post your suggestions and feature requests via the support team who collect the details of the requirement and enter it into the internal tracking system. Business impact, relevance and benefits are determined of the requested feature and then forwarded to concerned team for implementation.

11) Where is your support based?

We are fairly spread out, with an office in Yorba Linda California, Amsterdam The Netherlands and Asia, thus covering up different time zone is not an issue. We beat our competitors based on our quality support that comes with an amazing response time.

12) Do I get any help during installation on setup process?
We recommend that you get all deployment done via our team by filling out the connectivity form that is sent upon first contact from our support side. A 90 minutes to 2 hours basic training is also included to help you get started. If you want to perform the deployment and integration yourself, we have all the Installation guides available and on top of that our support team will be available to provide you all the required help and information for successful deployment of the whole solution.

MachPanel Knowledgebase » Knowledgebase » Frequently Asked Questions (FAQ) » Customer Support

MachPanel HelpDesk Configuration using OAuth based POP Account

Summary

Applies To

Pre-Requisites

Procedure

MachSol Customer Portal

Summary

MachSol Customer Portal

Support Portal​

Knowledgebase Portal

Account Registration for Customer Portal

1. Accounts:

Edit Profile:

Add \ Remove Contacts:

Account Removal/Closure:

2. Products:

Download link of installers:

License Information:

3. Shop:

Paid Professional Services:

Paid POC Installation details:

4. Help:

Notice - Support Policy Update

Ticket initiation via support portal made compulsory

Importing SharePoint into MachPanel via Import Utility.

Customer Support Questions

Support Portal