Topics started by Phil Lamerton | IFS Community

Topics started by Phil Lamerton

18 Topics

Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

How is the IFS Password changed in the Customer Portal?IMPORTANT INFORMATION

Maintaining the highest level of cyber security is each and every one of our responsibilities to protect the data, assets and reputation of both IFS and our valued customers. To increase security level of customer accounts, following password polices will apply to IFS customer accountsCustomer account passwords are expired every 180 days Passwords must be changed according to instructions give under “Guideline to changing the password of an IFS account” below Once the password successfully changed, it will be valid for 180 days Your account will be locked out for one hour if you enter invalid password 3 times Automated e-mails will be sent through IFS Customer Communication <IFSCustomerCommunication@ifs.com> mail box 7 days and 1 day prior to your password expiry. This is legitimate e-mail which we will notify our customers proactively. This mail box will not be monitored by anyone. So, please do not reply to automated e-mailGuideline to changing the password of an IFS account Yo

6016
L
Do Gooder (Employee)
14 days ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Announcements

URGENT BULLETIN - IFS Advisory:  IFS Products, Services and Log4j - ​CVE-2021-44228URGENT BULLETIN

URGENT BULLETINIFS Advisory:  IFS Products, Services and Log4j IFS Advisory:  IFS Products, Services and Log4j Update (22nd December 2021 8:30 UTC)Thank you to everyone who has actively participated in this KBA.  We trust that the questions asked and the responses given have been of benefit to wider understanding of the mitigation of CVE-2021-44228 with respect to IFS products and services.  Questions have however now started to move beyond this particular CVE and in to the area of customer-specific issues that are hard to track in a single threaded article, so this KBA is now closed to further comments.  If you have product support issues please therefore report them through your usual support channel, or if you have questions or advice to share related to your experience with mitigating this vulnerability, please use the appropriate Community forum.  Update (21st December 2021 13:30 UTC)IFS Developer Studio update 21.82.845200.20211220 is now available. This update contains the fix (

1811474
Phil Lamerton
Superhero (Employee)
4 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Why can't a user logon to IFS Support after changing their email address?

ISSUE/QUESTION: After the Company Manager (i.e., IFS Employee who manages the customer) changed the email address of the customer user in IFS Portal Admin tool, customer user cannot connect to IFS Support.ENVIRONMENT: Lifecycle Experience, IFS SupportAUDIENCE:ALLRESOLUTION/ANSWER: The change is likely to have been successful.Please wait for at least 4 hours to get the email address synced to all systems including IFS Support before logon to IFS Support.After the wait, you should then find you can log in.CAUSE: IFS Support takes user’s email address as the logon user name.  By the time user tries to logon, if the change to email address is not propagated to IFS Support, the user will not be authenticated.ADDITIONAL INFORMATION: NASCRIPTS/LOGS: NASOURCE: Cathie HallVERIFIED: Verified – External 

80
Phil Lamerton
Superhero (Employee)
5 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

What is IFS SupportNet?

ISSUE/QUESTION: What is IFS SupportNet?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: In support of delivering high quality, efficient professional services, IFS, from time to time during the term of the Customer Agreement, require access to customer environments.  It is essential for both IFS and our customers that such access is properly secured and does not pose a security risk to either party.  To enable such a connection, which must be scalable across our customer community, we have developed a solution that we refer to as IFS SupportNet.“IFS SupportNet – Overview and FAQ” attachedCAUSE: N/AADDITIONAL INFORMATION:SCRIPTS/LOGS:SOURCE: VERIFIED: YES

5081
N
Do Gooder (Customer)
5 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Why am I getting an error whilst trying to log into the IFS Portal?IMPORTANT INFORMATION

ISSUE/QUESTION: Getting an error whilst trying to log into the IFS Portal. OR the second possible below:ENVIRONMENT: CUSTOMER ENGAGEMENT CENTRE (CEC)/INTERNET SUPPORT CENTRE (ISC)/SUPPORT PORTAL(IN SERVICE NOW)AUDIENCE: ALLRESOLUTION/ANSWER:For the first error message follow the steps below:Maintaining the highest level of cybersecurity is each and every one of our responsibilities to protect the data, assets and reputation of both IFS and our customers and for this reason, there was an enforced password change on 12th January 2021. If you cannot log into the IFS Portal, please follow these instructions to change your password.Instruction to change your passwordPlease click here and locate “Forgot your password” icon to change the password as a self-service.You will receive an automated e-mail with a link to change the password. Please open the link in a webpage and change the password as instructed. The link in the e-mail is valid one hour. You need to change the password using the li

120415
Azelle
Sidekick (Employee)
6 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

What is the IFS Customer Remote Access Security Policy?

ISSUE/QUESTION: What is the IFS Customer Remote Access Security Policy?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER:  IFS Customer Remote Access Security Policy Safeguarding our customers’ trust and privacy is of the utmost importance to IFS. In addition to the contractual measures that IFS have in place, we have therefore implemented technical, training and auditing measures to ensure that we safeguard our customers’ personal data in accordance with regulatory requirements. These measures are reflected in the services provided in our standard service agreement. For customers of the IFS Cloud Service this includes that IFS SupportNet is mandated for remote access; there is no other choice available, and the remainder of this document does not apply. For customers other than of the IFS Cloud Service we explain below what our technical measures entail, what IFS can and cannot accept, and the consequences should customers wish to implement security solutions that through our cybersecuri

16941
Phil Lamerton
Superhero (Employee)
7 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

What is the IFS Scope Tool and where can I find out more information?

ISSUE/QUESTION: Where can I find out more about the IFS Scope Tool?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: IFS Scope Tool is a tool to quickly design, document and visualize IFS Solutions. It is used to frame the Scope so both parties understand what is included and what will be delivered in the implementation project. IFS Scope Tool can publish the solution model as an HTML model on the Scope Tool web that can be accessed by both Prospects, Customers and partners as well all IFS employees as well. IFS Scope Tool can only be used by IFS and Partners when we design the solutions. When the Solution is designed we publish it to the Scope Tool Web and there the customer can view it but not modify it.  View this link to see how customers can view Scope Tool Web -    IFS Scope Tool can generate Main Process documents in various levels of details to be included as a part of the Implementation Agreement/Statement of Work. IFS Scope Tool contains workshop questions that can be gener

3071
O
Sidekick (Partner)
7 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Is there an Academy user guide for customers?

ISSUE/QUESTION: Is there an Academy user guide for customers?ENVIRONMENT: ACADEMYAUDIENCE: ALLRESOLUTION/ANSWER: The Academy is targeted towards functional consultants, developers and technicians. These individuals are typically found in our customers project teams, application management teams or at the interface between application management and users.Academy doesn’t offer end user training. This is typically handled during implementation project as end users need to understand “their” processes based on their dataset and not the generic IFS capabilities.Access to Academy LMS How to navigate How to enroll for a training After course completion Payment methods Learning journey Certification Further informationIf you have any questions, please reach out to academy@ifs.comFull user guide attached.CAUSE: N/AADDITIONAL INFORMATION:SCRIPTS/LOGS:SOURCE: IFS AcademyVERIFIED: YES

740
Phil Lamerton
Superhero (Employee)
8 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Case Escalation Process and Guidelines

ARTICLE CURRENTLY UNDER REVIEWThis article describes the case escalation process and outlines how to request an escalation for a specific support case. As opposed to the regular case management process, case escalation provides expedited support by requesting additional visibility and managerial awareness for a case that requires more attention. The sections covered in this article are as follows:What Is an Escalation? Who Can Request an Escalation? What Kind of Issues Can Be Escalated? Requesting an Escalation? What Happens When a Case Is Escalated? How Will the Case Be Handled Once Escalated? Closed Escalation What Is an Escalation?An escalation is a request from a customer concerning a specific case that’s currently under investigation by IFS Global Support Delivery (GSD) . The customer has a case that’s business-critical and requires a faster resolution than what’s provided in the standard resolution process. Who Can Request an Escalation?Any person in the following positions can r

10760
Phil Lamerton
Superhero (Employee)
10 months ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Supply Chain

Is there any way to segregate M5 entry, based on the cost bucket ID selected at the time of receive inventory entry?

ISSUE/QUESTION: When we direct receive any Inventory through NREC (Receive Inventory Part),  there is a entry M1 Debit and M5 Credit, Which comes from the Cost bucket ID.Is there any way to segregate M5 entry, based on the cost bucket ID selected at the time of receive inventory entry. ENVIRONMENT: APPSAUDIENCE: ALLRESOLUTION/ANSWER: It is possible to use Posting Cost Group Id connected to the buckets and set up posting control for each Posting Cost Group ID BUT that will affect all transactions for the bucket, not NREC onlyThis is not usually not recommendedCAUSE: N/AADDITIONAL INFORMATION:SCRIPTS/LOGS:SOURCE: VERIFIED: YES

200
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

How can customers communicate to IFS password updates or changes in connection instructions for securely and remotely logging in to their environments?

ISSUE/QUESTION: How can customers communicate to IFS password updates or changes in connection instructions for securely and remotely logging in to their environments?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: We now have a single email inbox: gsd.secured.info.update@ifs.com. This is for our customers to provide us with regular updates of dial-in passwords or connection instructions and must be used in place of any previous MU specific ones. All requests received will be regularly picked up by our Environments Team members and reflected in our secure systems against the relevant Customer record.This a secure email address and only accessible by select members of the GSD Environments Team.PLEASE NOTE: This supersedes any other previous method of communicating passwords or access information to IFS.The incoming emails must have the correct information that will allow us to easily identify the Customer account where the change needs to be made.Please use a layout similar to the belo

2110
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Is there a guide to prevent lockout issues when changing the password?IMPORTANT INFORMATION

ISSUE/QUESTION: Is there a guide to prevent lockout issues when changing the password?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: Guidelines to Prevent Account Lockout IssuesIFS Password PolicyStolen credentials pose a greater damage to organization’s security. As a proactive measure, IFS has updated its account lockout policy for all users to protect the data, assets and reputation of both IFS and our customers. Account lockout threshold: 3 attempts  Account lockout duration: 60 minutes  Reset account lockout counter after: 60 minutesThis policy locks your user's account after three failed attempts and prevents the user from logging into IFS network for 60 minutes even if the correct password is entered. You can unlock your account by contacting IFS Support or else you may wait for 60 minutes until it automatically unlocks the accounts.Preventive Measure to avoid Accounts LockoutWith these new security policies, some user accounts are getting locked frequently due to multiple reas

2950
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Have there been changes in how to access the Internet Support Center portal?IMPORTANT INFORMATION

ISSUE/QUESTION: Have there been changes in how to access the Internet Support Center portal?ENVIRONMENT: ISCAUDIENCE: ALLRESOLUTION/ANSWER: IFS Internet Support Center portal change Access to the IFS ISC portal has changed. When accessing the service, you will now be prompted to authenticate as shown below in order to gain access to ISC portal. New login page You will then be presented with a new look and feel login page to gain access to ISC portal Application login pageIf you need any assistance, please reach out to your IFS Contact. If you are having trouble connecting to the ticketing system to report any urgent issue, please contact IFS Support line.CAUSE: N/AADDITIONAL INFORMATION:SCRIPTS/LOGS:SOURCE: COSVERIFIED: YES

6869
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

How can I register for an IFS Support Account?

ISSUE/QUESTION: I am new to IFS and do not yet have a login to the IFS Support portal.  How can I request a login and become a named support contact for our IFS account?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER:  Attached are pdf documents to assist both On-Premise and Cloud customers providing information on:How to Register Logging in to the IFS Support Portal How to use the IFS Customer Engagement Centre (On-Premise customers) How to use the IFS Support Portal (Cloud customers) Resetting your password How to join the IFS Community​CAUSE: N/AADDITIONAL INFORMATION: Also see: SCRIPTS/LOGS:SOURCE: VERIFIED: YES 

4340
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Getting Started with IFS

Getting started - IFS Products

Getting started with IFS products Need more information on how to get the most out of your IFS software? Want tips that make everyday tasks easier?  All ProductsIFS Insider YouTube Channel - Tips & TricksProduct Strategy and RoadmapBrowse the IFS X Knowledge Base for hundreds of valuable articles!!Community EventsSubscribe to our Master article to keep up to date with IFS Releases - Release Master Article IFS APPSIFS Informational WebcastsA complete listing of all IFS Informational Webcast Recordings through July 2020Getting Started with Tips & Tricks for IFS Enterprise ExplorerIFS APPS Product Updates, Release notes, User guides and more!How is a Component Repair Order (CRO) set up in IFS APPS10?Touch Apps End of Life IFS PSO/FSMPSO Product Updates, Release notes, User guides and more!FSM Product Updates, Release notes, User guides and more!FSM & PSO WebcastsRaising an IFS PSO caseRaising an IFS FSM case 

5470
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Getting Started with IFS

Getting Started - Customer Support and Success

Get started by working your way through these key pieces of documentation:Support Documentation: Support Policy, Operations Guide, Support Service Catalog Other important Resources    Support Terms, Privacy & Security, Product Terms and Legal Notice

11900
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

Is there somewhere to learn more about IFS products? - IFS Insider

ISSUE/QUESTION: Is there somewhere to learn more about IFS products? - IFS InsiderENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: Need more information on how to get the most out of your IFS software? Want tips that make everyday tasks easier? IFS Insider features videos from members of the IFS R&D team who help create the software you use. They show you new features and capabilities in our software and walk you through how to perform key tasks.IFS Insider topics include:Warehouse Data Collection (Wadaco) Scanning Solution for IFS Supply Chain Basics Travel expense reporting process using Quick Expense Reporter in IFS Human Capital Management (HCM) for mobile Tips and Tricks - My Time Registration for time reporting faster in IFS Human Capital Management (HCM) Self Service Lobbies in IFS HCM for Different Roles and Perspectives Managing Contacts in CRM Outlook Panel (Aurena) Task Workflow with FSM 6 Web Client Leveraging Qualifications and Competencies in Component MRO Sur

2470
Phil Lamerton
Superhero (Employee)
1 year ago
Phil Lamerton
Superhero (Employee)
Phil LamertonSuperhero (Employee)
published in Support & Services FAQs

How do IFS use Shared Accounts when accessing customer environments?

ISSUE/QUESTION: Ever had questions about IFS use of Shared Accounts when accessing customer environments?ENVIRONMENT: ALLAUDIENCE: ALLRESOLUTION/ANSWER: In IFS consulting, support and development, access to different customer environments and related sensitive information is necessary to perform the services committed to our customers in their IFS Agreements.  Since such application access is on a named user basis, it is not practical for every IFS employee requiring access to be set up on each customer’s system as a named user, hence the use of shared user accounts is necessary.  Use of shared accounts, if not managed correctly, can be a security risk.  In this article, we explain how IFS use shared accounts in a safe and secure way to protect IFS customer and IFS interests. Read our new guidance document. “IFS Support Shared Accounts” document attached IFS’ preferred connection method, SupportNet -”IFS SupportNet – Overview and FAQ”  - https://community.ifs.com/xavier-knowledgebase-1

1970
Phil Lamerton
Superhero (Employee)
1 year ago

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