Introduction

This page lists various questions and answers that customers and partners may encounter when switching to our new Service Portal.

Glossary

How Do I Log In to the New Service Portal?

You can access the service portal using your individual AAD account at the following URL: https://service.intershop.com.

If you do not have an individual account yet, please ask your organization's "main contact" to be added as Intershop support contact.

Where can I find a list of available request forms in the Intershop Service Portal

Please visit this article to see a list that shows all existing Catalog Items available in the customer portal. Please note: Not all may be available for you, depending on the installation or contract.

https://service.intershop.com/csm/en/support-article-description-of-catalog-items-in-intershop-service-portal?id=kb_article_view&sysparm_article=KB0015033

How Do I Add New Contacts to or Change Contacts in the Intershop Service Portal?

"Main contacts" appointed by your organization can maintain their organization’s contacts via the service portal (also see How Do I Request Something).

How Do I Deactivate Contacts?

1. Go to User Administration -> Manage Contacts.
   
          
2. Choose the contact you want to deactivate.
   
   
3. Remove the checkmark from the Checkbox Active.
   
   

How do I manage access to CI/CD services (Azure DevOps) and monitoring service (New Relic)?

User access management for CI/CD services (Azure DevOps) and monitoring service (New Relic) is now available in the Service Portal under My Company → Manage ADO-Project Access. Here you can grant access to the related users (customer/partner contacts). The user management can only be done for contacts that are registered as Service Now users. If you can't find the contact you want to add in the list, make sure to create their contact in the Service Portal first, see section How Do I Add New Contacts to or Change Contacts in the Intershop Service Portal?

Important: The user management is only allowed for Main Contacts (Customer) and Partner Admins. Simply check the contacts under My Company → Manage your contacts. You can change existing contacts to enable them accordingly. As a customer, you can also de-authorise access for your implementation partner.

How to grant access to?

When adding new users, you must select a role from a predefined list of typical roles/personas used in an Intershop implementation project, for example Project Manager, Developer, or Lead Developer. A description for each role, as well as a detailed mapping of roles to Azure DevOps permissions (permission matrix), is available directly in the corresponding request form.

Some roles require a CDA with Intershop and a self-development add-on in your subscription.

To get an overview of the permissions assigned to the different user roles we provide a matrix that helps in understanding what actions each role is authorized to perform within the CI/CD and DevOps environment: https://knowledge.intershop.com/kb/index.php/Display/S48304

Where do I find the repository information to connect the Artifactory

Details for accessing Artifactory can be found at your Company Profile page: goto MyCompany -> Company Profile

How Do I Add Emergency Contacts to the Intershop Service Portal?

Emergency contacts are there to receive important system emergency information.

1. Select Request Something.
       
                                                                                                                                                                         
   
2. Select User Administration and Emergency Contacts Service Request.
        
   
   
3. Fill in all data.
   
   
4. Emergency contact is set.

Important: The Emergency Contacts management is only allowed for Main Contacts (Customer) and Partner Admins. Simply check the contacts under My Company → Manage your contacts. You can change existing contacts to enable them accordingly. As a customer, you can also de-authorise access for your implementation partner.

How can I maintain contacts for regular ticket information that Intershop should use to inform me as a customer?

Maintain the email addresses of your regular contacts and distribution lists here. These contacts will be automatically included when Intershop creates tickets for you. This works similar to the existing Emergency Contacts, but is used exclusively for regular ticket communication, while Emergency Contacts are only notified for critical P1 issues.

goto Request Something -> Contract Administration -> User Administration -> Customer Ticket Contacts

Auto‑Adding Stakeholders to the Watchlist

Additional email recipients can be added automatically to a ticket’s Watchlist on creation, which is configured centrally by our Service Managers to ensure that all relevant stakeholders are informed without manual forwarding. Please reach out to your Service Management contact to have the appropriate email addresses added for your organization.

Add SMS Phone Numbers for Notifications

You have the option to receive SMS notifications when a new Prio 1 case is opened. Please add up to five names and phone numbers in the table. Make sure to include the leading country code, such as 49 for Germany (e.g., 49123456789).

• Add Name and Phone Number for each entry
• Ensure Accuracy in your entries

Where do I find the after-hour emergency phone number? 

Service desk standard contact information can be found in the footer section of the service portal.

In the event of urgent assistance, the emergency phone number can be located in the portal after login. To reach it, navigate to My Company → Company Profile → On-Call Duty Phone.

Who Do I Contact if I Have Trouble Logging in With My AAD Account?

You have a login to the old support.intershop.com portal, but not yet an SSO account to login at the new service portal? Check your e-mail folder for e-mails from supportadmin@intershop.de with subject "Changes to your support account".

This e-mail contains an invitation to create an AAD guest account with Intershop. Please accept the invitation and complete the process. If it does not work, contact supportadmin@intershop.com.

If you have not yet registered, and you do not have an AAD account, your contact person is the “main contact” of your company, typically your project manager or the e-commerce system owner.

If you have an Intershop AAD account but are experiencing technical problems with the login, please contact supportadmin@intershop.com.

How Do I Request Something?

There are different types of requests you can make. A list of existing Catalog Items is available in the following knowledge base article.

https://service.intershop.com/csm/en/support-article-description-of-catalog-items-in-intershop-service-portal?id=kb_article_view&sysparm_article=KB0015033

1. Click Request Something.   
      
   
                                                                                                                                                                                   
   
2. Select the right request category.    
   
                                                                                                       
   
   
3. Enter your data and submit the request.

How Do I inform Intershop about a new channel GoLive or Migration?

You can use the Request Something button on the homepage and go to Onboarding>Start GoLive Process

In a dedicated form, you can provide first information about planned Go Live date and general information for the Go Live. After the form is submitted, a standard ticket will be created and assigned to an dedicated Service Manager. This manager will get in contact with you soon and be your main contact person for all further communication and information related the Go Live process.

How Do I Create Incidents?

You can find the Contact Support button on your homepage. This is the entry point for creating a standard incident. 

When you open a new incident, there are several mandatory fields that we ask you to fill in.

Please set the impact accordingly. You have the following options:

Where Do I Find My Reported Incidents and Requests (Cases)?

You can find your cases at My Company | My Cases.

What Does the Case Process Look Like?

Once you have created a request, it is assigned a case ID and the case is displayed in your customer portal.

You can view all your cases by clicking My Company and My Cases

The communication between the customer and Intershop Customer Support is visible very comfortable.

As long as no solution has been offered by Intershop, you always have the option to close or escalate the case.

As soon as Intershop offers you a solution, you have the option of rejecting it and continuing the communication or accepting it.

Where Can I Find My Old Tickets?

Old tickets will still be displayed in the Knowledge portal. Older, open cases (with a string like 'ISH=xyz-xyz' in the subject) can still be commented on, new cases must be created in the new system at https://service.intershop.com. Use your individual AAD account to access both - the Knowledge Portal and the Service Portal.

Where Do I Find the Knowledge Base?

There are several ways to access the Knowledge Base. You can search for a specific topic or browse the entire Knowledge Base with all its contents.

Our Knowledge Base is divided into three categories:

• Announcements:
  Here you can find important information about new products and security issues. These are also displayed on the homepage.
• Product Documentation:
  Here you can find the documentation for our various products in the form of guides, cookbooks, concepts and other documents.
• Support Articles:
  Here you can find solutions to common problems and questions created by our technical support team. This section is only available after login.

How Do Main Contacts and Partner Administrators Manage Contacts and Account Relationships?

Managing Contacts

For customers:

There are three types of contacts in your company:

• Main contacts
  • Main contacts appointed by your organization can maintain their organization’s contacts via the service portal, create incidents and requests, and access the Knowledge Base without limitations.
• Named contacts
  • Named contacts can create incidents and requests and access the Knowledge Base without limitations.
• Verified contacts
  • Verified contacts can view cases and access the Knowledge Base.

For partners:

There are two types of contacts in your company:

• Partner Administrator
  • Partner Administrators appointed by your organization can maintain their organization’s contacts via the service portal, create incidents and requests, and access the Knowledge Base without limitations.
• Partner Contact
  • Partner Contacts can create incidents and requests and access the Knowledge Base without limitations.

To find contacts of your company

Account Relationships

You want to find out, if and which partnerships do you have with partners or customers? Please follow the steps below.

1. Choose My Company and Company Profile
   
   

   
2. Find the button Account Relationships left below the site      
                                                                                                                                                                                                                                                                            
   

How Do I Add Myself to The Watch List Of A Case?

To remove a case from your Watch List, please use the same procedure and use Remove Me from Watch List.