Customer Support Tool App

This document contains topical, step-by-step guides on using the Arrayent Customer Support Tool (CST) web application. The Customer Support Tool allows your organization’s Customer Support Agents to search for devices and users, access and modify end-user information, monitor and control their devices, manage their alerts and remove a device from a user.

This capabilities can be restricted to Read-Only access for some users. The interface looks exactly the same, but all the modification options are greyed out or removed.

Enabling the Customer Support Tool

Enabling the Customer Support Tool on your environment and setting up users permissions to ‘Monitor and Control’ or ‘Read-Only’ is subject to your license. Contact your Arrayent sales representative for more information. If you do not know your sales representative, email sales@arrayent.com.

Accessing the Customer Support Tool

  1. Open a web browser.
  2. Go to the following URL:
    https://<SUBDOMAIN>.arrayent.com:8081/customersupport
    

    Where <SUBDOMAIN> is the subdomain of your environment. If the Customer Support Tool is enabled, you will see a login page similar to the screenshot below.

  3. Enter your support account username and password.If you do not know your support account credentials, create a customer support ticket at support.arrayent.com.
  4. Click Login.

Upon login you will be taken to the Search Device page. This page is discussed in the next section.

Searching devices

There are two ways to search devices, by username and by Device Code.

Searching devices by username

  1. Go to the Search Device page.
  2. For Username enter the username of the Customer Account whose devices you want to monitor or control.
  3. Click the Search button next to Username.
  4. See Monitoring and controlling devices to learn how to interact with the user’s devices.

Searching devices by Device Codes

  1. Go to the Search Device page.
  2. Get the Device Code of the device. The Device Code consists of two parts, a Device Name and a Device Password. You will need both to continue. See Device Codes for more information.
  3. For Device Name enter the Device Name of the device.
  4. For Device Password enter the Device Password of the device.
  5. Click the Search button to the right of Device Password.
  6. See Monitoring and controlling devices to learn how to interact with the device that you just searched for.

Monitoring and controlling devices

After searching for a device by username or by Device Code you will see a page similar to the screenshot below. In the left section of the page, you can see information about the Customer Account which owns the device. In the right section of the page, you can see information about a single device.

  • The ACTIVE VALUE column displays the current value of the attribute. You may CHANGE the value here. WARNING: be sure you are authorized to change any customer attributes and have taken care to make sure this will not adversely affect the customer.
  • UPDATE TIME indicates when that value was set.
  • The last column may or may not contain a graph icon. Device Attributes that have been defined as time series (see Time Series) will contain a graph icon. Clicking the graph icon enables you to see a timestamped history of the udpates to that attribute.

You can tell which device you are currently looking at via the Product dropdown menu. The first portion of text (monitordemo in the screenshot below) is the Device Type of the device. See Device Types Guide for more information. The second portion of text (1234561056 in the screenshot below) is the Device Name of the device. See Device Codes for more information. Click Make a new search to monitor and control a different device.