Lorica User Support Blog

We’ve decided to change our support help line number. This is being done to upgrade us to a higher quality service and also to reduce the charges for incoming calls.

• 0845 0043214
• This is the local rate call number that is our primary support number. This is the main number and may be routed to terminate in different ways depending on circumstances.
• 0115 7143216
• This is our Skype Number. We don’t guarantee any monitoring of this number under normal circumstances but will operate as a fall back last resort if we experience problems on our main services.

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This is a test post – will be deleted.

Are your desktop icons too small to work with or are they too big?

Either way, you can alter the size by simple holding down the CTRL key on your keyboard and scrolling with the mouse wheel – easy does it, just a little and watch for the changes.

In order to help us deliver a prompt and efficient support service we need to ensure some procedures are in place.

As a client requesting support from us there are a couple of things that you can do to help. Easy and most important is using the correct communication procedure.

FIRSTLY

For support cases, or tickets, you should be communicating with Lorica Support and not any particular individual. So…… when you call you should be using our support number and when you email you should be using our support email address. These are :

0844 484 6532 & support@lorica.net

SECONDLY

please ensure the subject line includes the correct information, which is……..

1. For requesting support on an issue in the first instance (therefore creating a new ticket)

Use the subject line to describe the issue – this will be the title of the ticket that is created so it’ll make our assessment of the ticket easier if it’s meaningful. So…”help” and “computer not working” are examples of what not to use. “All staff unable to send external email but can receive external email” is an example of what we like to see.

2. When communicating on an open ticket please ensure the ticket number is in the subject line.

Tickets are for you too…..really!

Think we’re not pulling our weight? Want to know exactly what we’re doing for you? All that information is contained within the ticketing system and is available to you. So, it’s in your interests to insist on a ticket being opened, and ask for the number, when you raise a new support request.

1 Click the "Home" button to arrive at the iPhone’s home screen.

2 Click the "Settings" app icon to enter iPhone settings.

3 Select the "Mail, Contacts, Calendars" button and click this to enter the "Mail" settings.

4 Click "Add Account" to add a new mail account to the iPhone.

5 Select "Microsoft Exchange" to set up a new Exchange account.

6 Type in the Microsoft Exchange account information for the account being set up. This information will consist of an email address, domain, user name, password and a general description of the account. (image below is an example for you)

(please email Lorica support if you need clarification on the correct information for each field – apart from email address, username and password because you know those!)

7 Click "Mail," "Contacts," and/or "Calendars" depending on which features need to be synced with the Exchange account

If you are a Limited Company or LLP then it is a legal requirement to show certain information on all your outgoing email. Further information on those requirements can be found here http://www.out-law.com/page-5536

Adding an email footer with the required information can be achieved in a number of ways:-

Setup signatures for each user in Outlook

This is effective but laborious. They do not follow you around so you need to ensure that it is setup wherever you log on, including Outlook Web Access and email from mobile phones. It also tends to result in users editing their own signature in their own style rather than having a corporate template and can it can easily be switched off by accident. Outlook signatures also get added to every internal and external message and get duplicated on replies and forwards.

If you have Small Business Server 2008 or later

This can automatically add a footer to all outgoing messages. It is basic, in that you can’t add anything other than text, but it will mean that you meet the legal requirement. This can be setup so that it only adds the footer to external mail recipients.

Use a piece of third party software on your server such as Exclaimer.

This is much more sophisticated and allows customisation on a per user basis, adds pictures and logos, doesn’t add disclaimers to internal messages and searches replies and forward for existing disclaimers instead of adding it over and over again. The same style can be adopted across all users to give a more corporate feel to outgoing mail. Used correctly then discreet well designed email branding can enhance your company image.

Exclaimer is not expensive, if you want to know more about it then please email sales@lorica.net

If your network uses Trend and has been setup to use the Trend HES (Hosted Email security)  service you can create your own account to monitor and maintain any spam as well as approve email addresses you want to always receive from, even if they are selling you Viagra!

Here’s a PDF of the instructions for you to read before you do anything else. Print a copy out and bind it nicely and pass it round the office from person to person.

WEB EUQ Guide PDF

When you’ve done that, here’s the link to access the service:

https://emailsec-euq.trendmicro.eu/login.imhs

The following is a quick summary of the steps required but in no way intended to be a replacement for referring to the PDF user guide :

1. Each employee can register an account using the HES WebEUQ Console at the following web page:
   https://emailsec-euq.trendmicro.eu/register.imhs
2. Follow the on-screen instructions. After you submit your information,you will receive an email message verifying your new account with a username and password.
3. Change your password after your first log in.

When you have registered you are able to login and examine quarantined emails and deal with them as you wish. Here’s an example of a couple that have been held :

The red arrows indicate the buttons to deliver or deliver & approve any messages you have selected.

We will show you how to add the From field to an email message.  When you enable the from field this way, you will always see the field on every new email message that you create.

First, open Microsoft Outlook 2007 and click on the “New” button to open a new email message.

A new email message will now open.  Click the “Options” tab at the top of the message and in the Fields section click the “Show From” button.

You will see the From field in the new message and it will remain on every message you now create in Outlook 2007.

This is actually the quickest and easiest way to log a problem.

It also means you immediately have a ticket that you can track and on which you can  clearly identify the issue.

(NOTE – If you are emailing with regard to an open ticket then please include the ticket number IN THE SUBJECT of your email. The email will be added to the ticket and the technicians will receive a notification that you’ve added to the ticket. If you don’t then your email will just create a new ticket and we may miss the information when working on the open ticket. You’ll also receive more annoying automated emails that will be irrelevant as we will probably delete the redundant ticket.)

For this to work, the following must be noted :

1. The subject line you use become the ticket title and you should make this short but accurate.
   1. Examples of good subject lines
      1. Machine won’t start and beeps
      2. No incoming email since this morning
      3. Can’t access some websites from all machines
   2. Examples of not very helpful subject lines
      1. please help
      2. internet broken
      3. here’s a joke for you
2. The body of your message enters the ticket as the first note

This images should explain :

Changing your password is now possible remotely and very easily on SBS 2008.

Once you’ve connected in to RWW using your usual company specified address just click on the change password link and follow the instructions.

REMEMBER : Temporary passwords are insecure and need to be changed as soon as possible. Use good solid passwords; if you need help, please contact our support team.