Created: 05/01/2012
Submit a software incident to the help desk via Horizon's Web Portal instead of phoning the incident in.
Note: Users must be setup with a login (usually their email address) and a password by Horizon before they can log in to the portal. Please call 814-535-7810 if you have not been setup or have forgotten your login information.
There are three ways to access the Portal:
1. In Horizon Modules that are version 16, go to Home>>Customer Portal
2. From the internet browser, enter www.horizon-is.com/portal
3. Click on the above link
Horizon Web Portal Login
Enter your Email or Login information
Enter your Password
Press Submit
When login information is accepted, the Horizon Customer Support Center opens.
Your current incidents are displayed at the bottom of the screen. Please review the open incidents. If there is already an incident submitted you may open the incident by clicking on the No., Incident ID or Date for the incident and add a Customer Note. The incident can also be checkmarked as resolved. Press the Submit button to save your changes. Press the Back button at the bottom or Home at the top to return to the main screen.
Submit a New Incident
Click the Submit New button at the top of the screen or Submit New Incident in the middle of the view
The New Incident view will open. INCIDENT INFORMATION MUST BE ENTERED IN THE FOLLOWING ORDER FOR ALL BROWSE BOXES TO SHOW THE CORRECT INFORMATION.
Incident Type should be Software Support
If this is an IT incident, please follow the How to submit an IT Incident
Enter a Brief Description of the issue you are having
Select Horizon Software as the Problem Area
Select one of the following modules for Category.
Financials Product Line
Housing Product Line
Human Service Product Line
Specialized Sales Product Line
DataSan Product Line
Other Product Line
Application selections are dependent upon the Category selected. Select the module from the following:
The Financials Product Line will have Application selections of:
Accounts Receivable, Job Costing, Fixed Assets, ACH Processing, Sales, Financials (GL/AP), Payroll or Materials Management (PO/IN)
The Housing Product Line will have Application selections of:
Inspections, Housing Contract Management, Housing Billing, Maintenance Management, 50059/Voucher Processing, 50058 Processing, Waiting List, Tenant Management or Section 8 Tenant Management
The Human Service Product Line will have Application selections of:
Early Intervention, Trust Program, Consumer Management, Accounts Receivable, Transportation, Prescription Tracking, Human Resources, Weatherization, Rep Payee, Contract Management, Food Bank Management, or Head Start
The Specialized Sales Product Line will have Application selections of:
Accounts Receivable, Legal System, Utility Billing, Sales
The DataSan Product Line will have Application selections of:
Septic Management or Portable Sanitation
Other Product Lines will have Application selections of:
Portal/GUI, Cellular Billing, Debt Collection, Update Management, or Administrative Setup
Select a Priority of High, Medium or Low
Enter a Description of the incident with as much information as possible including but not limited to your phone number, program in the module you have having the issue in, vendor, employee, tenant or client name, check number, etc.
Checkmark the Enable KnowledgeWise AutoSearch to recommend relevant knowledge box. The portal will search through the knowledge base for a possible online solution to your help desk request.
Click the Submit button to send your issue to the Help Desk if the knowledge information provided did not help you.
After you have submitted a Help Desk request, you will receive an email confirmation of the submitted incident with the Incident ID number. Please reference this incident number if you call the Help Desk about this issue. A Help Desk Agent will contact you as soon as possible about this incident.