Revised: 05/14/2012
Submit a hardware incident to the IT help desk via Horizon's Web Portal instead of phoning the incident in.
Note: An IT incident pertains to any issue that is related to desktop computers, networking, printing, servers, etc. If you have your own IT personnel they should be consulted first.
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
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.
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.
Select IT Support as the Incident Type
If the problem is with a Horizon module, please follow the instructions in How to Submit an Incident using the Portal
Enter a Brief Description to describe the issue.
Select one of the following options as the Problem Area:
IT - Hardware
IT - Networking
IT - General
IT - Ordering/Pricing
IT - Virus/Malware
Select one of the following Category options to further define the issue:
Workstation/Desktop
Laptop
Software/Non-Horizon
Server
Networking
Printing
On-Site Support Request
Quoting/Ordering/Pricing
Remote Support Request
Virus/Malware
Remote Access
Security
Internet
Select one of the following Application options:
Other/Non-Horizon
Symantec Backup Exec
Symantec Anti-Virus
Hardware-General
Networking
Operating System
Select a Priority for the issue as:
High, Medium or Low
In the Detailed Description area, enter as much information as possible about the issue.
Checkmark the Enable KnowledgeWise AutoSearch to recommend relevant knowledge box to search through the knowledge database for a possible online solution to your IT help desk request.
Press the Submit button
You will receive an email confirmation of your submitted incident which will contain the Incident ID number. Please reference this incident number if you call the Help Desk about this issue. An IT Help Desk Agent will contact you as soon as possible about this incident.