Knowledgebase

Complete VERSO Configuration Guide

1) Subscribing to VERSO and Managing “My Account”

A new BASIC client will subscribe to VERSO through the VERSO promotional site located here
http://verso-logistics.com/ . VERSO provides a 30 dial trial period by going through the subscription process with all major credit cards accepted.

When subscribing there are 3 major areas you need to complete:

  • Company information
  • User information
  • Payment information

VERSO does NOT retain any payment information, since all this data is securely passed and saved on our merchant services company’s platform. (BrainTree)

First, you will enter your company info and set up all the necessary data for your company. VERSO organizes information in the database by your company code, so only you, your customers and your designated users will see any data associated with your processes.
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Second your User information:
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Last, your payment information.
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After you review and agree to the VERSO Basic terms and conditions, select the “I agree to the End-user License Agreement” then click on Register and you will receive an automatic email from the versoserver@gmail.com account; that will allow you to confirm your registration in the VERSO system

The Email will read something like this:
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Click on the “Activate Account” link and set your password.
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After that you will be taken to the VERSO BASIC login page, just enter your username and password and you are good to go.
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2) Adding and managing Users – User Manager

VERSO Basic has three types of users:

  • Administrator (the company subscriber to the system)
  • Technicians (any internal company user)
  • Customers (the company’s customers)

As an Administrator of your company you are responsible for adding and managing the users that will participate in your process within the portal.  Both the technicians and customer will have different permissions inside the system according to the permission user module (which the VERSO team has pre-configured for you).   For instance, ALL users can create NEW MTRs, but only Technicians and the administrator can change MTR status and update fields after the MTR is created.

Steps to create a new user:

a. Log in to Verso using your user ID and password you provided
b. Click on the Control Panel icon on the menu line1
c. Click on Users
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d. Click on Add Users
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e. Fill out all the necessary information for the new user.
Notes:

* The user password you enter is a temporary password, the user will enter their own secure password once they complete the registration process.
* The company ID will be defaulted to YOUR company name.
* Select “default” organization at this time.
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f. Click on Submit
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g. You will receive a confirmation message that the user is being added and the new user will be placed at the bottom of the list of the USERs associated with your company.

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h. Confirm (approve) the user by Clicking on the check mark at the right of the user information
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i. Your user is now created and this user will receive an email (to the address you entered) asking them to join Verso and set up their own password.

3) Uploading and managing warranty information

VERSO BASIC allows subscribers to utilize the automatic warranty feature.  Currently, this function compares the product/serial number combination entered by a customer when submitting a new MTR with order records uploaded by you to your VERO database.   For VERSO BASIC, this upload is accomplished via uploading an excel spreadsheet containing the relevant information.

Important Notes and Tips:

  • You as the subscriber of VERSO Basic are NOT required to use the automatic warranty feature. Automatic warranty is NOT required for a user to create an MTR.   The user can create an MTR with no match to an upload record, but the warranty field will reflect N/A, and they will be reminded to enter a product description and product number.
  • The upload process is NOT a complete replacement. The following rules apply:
    • A new upload file does NOT replace the existing records on the database
    • Duplicates WILL be prevented from uploading
    • Records must pass the field edits described in the download file (see below), if they don’t pass they will error
    • If the subscriber needs to delete a record, they must do it manually through the system.

In order to create a new Article you will need to do it manually using a file upload, Verso allows you to use 2 types of files (Excel spreadsheet and XML), although VERSO Basic only supports an excel upload. Here is an example of how to create the file:

a. Log in to Verso
b. Click on Control Panel
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c. Click on Import Articles
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d. Click on Import Article
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e. Here you will see at the top right corner of the screen the template for the excel
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warranty input file. Click on the Excel option ( XLS ).

f. Go to your download area and search for the file called “ImportArticles” and open it.
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g. Fill out the File as it is explained on the first row and save the file to your local machine.
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Once your warranty file has been created, you can upload it the system database.

h. Log in to Verso
i. Click on Control Panel
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j. Click on Import Articles
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k. Click on Import Article
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l. Fill out all the necessary information, select the file you have created already and click on “Upload Now”
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m. Click on Submit
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If the import is successful, you will see a message stating such. If there are errors you will see a screen with an error message specifying the file row which contained the error, and the corresponding error type. For example this file had an invalid Contract No.
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4) Creating a New MTR

Customers, Technicians and you (the administrator) can create new MTRs. Once the MTR is submitted, it will follow a standard workflow designed for the Basic Offering (see more in section 5, managing the MTRs). When creating a new MTR, a customer is providing the necessary information to begin the trouble reporting and RMA request process. As mentioned above, MTRs will be validated (checked) against the database to determine warranty status, based on your warranty records uploaded. If no match is found, or if you chose not to use the warranty process, the MTR can still be submitted, but will be flagged as “not validated”,

Below are the steps to create a New MTR:

New MTR Verified:
a. Log in to Verso
b. Click on New Maintenance Report
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c. Select your company from the Dropdown List.
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Your information will be automatically populated. And will be the only company option for you and your customers.

d. Enter the information for Part / Product Number and Serial Number then Click on Validate. If the record finds a match on the database, you should see a message saying that Product was successfully validated. The Warranty information will automatically be retrieved from the database and inserted into the appropriate fields.
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If there is no warranty match after clicking on validate, then the user will be required to insert a product description, and be asked if they would like to continue to submit the MTR. The Serial Number field can be empty at this point.
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1. Click on OK and provide a description, then click on Validate again.
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2. After that, you will notice that the Warranty Information is displayed with empty values, however the rest of the MTR is the same as a Validated MTR.

No warranty information will be populated since there was no match.
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e. Complete the additional required fields in the “Additional Information” section and attach any relevant files that support the MTR (such as product image). Click on Save File if files are attached.

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f. Click on Submit, you will be asked to confirm if you are ready to create the MTR, click on Yes
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g. You will be taken to the main page of the MTR list with a message saying MTR created successfully – the NEW MTR will be at the bottom of the list
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You will be able to tell from this list if an MTR is validated or not by looking at the checkmark at the right of the Summary field, if it exists then it means is validated if it does not exists then it means is not validated.
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Important notes and tips:
• For MTRs in the NEW status, VERSO Basic will generate a daily email to the administrators ID with a message that the MTR is still in the NEW status, UNTIL the MTR status is changed. This helps administrators be aware of outstanding MTRS submitted by customers that have yet to be addressed (opened).
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5) Updating and completing MTRS

Once an MTR is submitted by a customer, you and your technicians will have two primary actions when managing the MTR process:
– Changing an MTR status
– Updating fields on the MTR form.

Every MTR created will follow a standard MTR workflow (depending on the status of the MTR it can only be changed to pre-defined statuses); and displays standard fields for your use at various states of the workflow. There are three different business scenarios paths that an MTR can follow:

  • Standard MTR flow where an RMA number is assigned and the customer returns the product
  • MTR with missing information and is closed after notifying the customer
  • An MTR that does not require an RMA and product return is not needed

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Verso will guide the users to provide the next “status” change by only allowing the status values based on the above flow. In addition to the status changes, the internal users (you the administrator, or an assigned technician), will update the additional fields that occur when you select a status change.

a. Log in to Verso
b. Open the MTR you are trying to update
c. Click on the update MTR button
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d. The Status field will become editable and you will be able to choose the next status according to your current status.
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e. When you select the status you are trying to reach, the new fields in the area called “Additional Information” will become available according to the status you selected. Fill in all the necessary information and click Update.
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f. Click Yes and the new status will be saved correctly. Displaying the following message
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Notes and Important information:

• Whenever status changes occur, VERSO generates an email to each relevant user associated with an MTR, this includes the administrator, the assigned technician and the customer. See example below:
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Assigning MTRs to Technicians
Every newly created MTR receives a status of New and is automatically assigned to the Verso Admin (subscriber). After this, you will open and change the status to “Opened”, indicating that the MTR has been received and is now being addressed. At this point, the Admin or a technician can open the MTR and change the person (technician) -the MTR is assign to. This way every admin/technician can know what MTR they are working on and helps them keep a better track of their workload.

This is how an MTR can be reassigned:

a. Log in to Verso
b. Open the MTR you are trying to update
c. Click on the update MTR button
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d. Go to the status area and make sure to place the status in Opened. After that, the Assign to field will automatically appear letting the user see a list of all Admins and Technicians in the system that the MTR can be assigned to.
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e. Click on update and the MTR will be automatically saved with the new values.

6) Searching and Reporting on MTRs

For searching and reporting MTR information, login to VERSO (you are automatically directed to the MTR List menu area).
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There are two different types of searches, a simple search which allows you to search based on a field value (MTR Id, RMA number, etc.) Input the value and you will receive the specified MTR record. If you select “Search by: All” the system will send back all the MTRs created in the company.
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Secondly if a more thorough search is needed, click on the “Advanced Search” link and a new menu will automatically display for you giving you more options for search (MTR Status and Date Reported).
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Another functionality that Verso allows the user is the capability to download the entire list of MTR into his computer to an excel spreadsheet file that allows the user to sort through all the MTRs created in this format. Here is how you can do that:

a. Log into Verso
b. Click on the XLS button at the top right corner of the screen
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c. The list MTR will be automatically downloaded to your local download area. Search for the file named “MTRList-CSV”
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d. Open the file and you will be able to see all the MTRs created at a big detail.
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7) Printing an RMA/MTR

Once an MTR reaches the “Approved” status, the system automatically generates an RMA number that is inserted in the MTR record, and can be viewed on the MTR Form or on the MTR List.
This can be viewed on the list of MTRs
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And it can also be viewed when opening the MTR Form, found underneath the Warranty Information column
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User can print the MTR/RMA form for internal records, and for inclusion in the return package. To print the form:
a. Log in to Verso
b. Click on the MTR
c. Click on the PDF button on the top right corner
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d. The document will automatically open on a new window (make sure your browser has the pop op option enabled). Review the content.
e. Click on Print.

The customer will insert this printed form as the RMA into the package to be returned to you. The address for return (your company address) appears directly above the MTR ID No.
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