A Guide to the MSCI Website




            This document will guide MCSI clients in getting effective support through our new website and help portal.  The goal is to ensure business continuity to MCSI clients and quick ways to seek help.  If you still experience issues you can contact us at 503-726-4685.


Note: Logging into our website is required for Knowledge Base and submitting support tickets.  You are not required to log in when accessing desktop support like ScreenConnect or our “Contact Us” page using e-mail. 



Signing into your Account


  • When you first connect to our website at Mcsi-one.com, you will see our login on the right hand side of the page.  Enter your username and password and click the “Log In” button.




  • Once you are logged in, the login will show a “Welcome!” followed by your name.


  • If it is your first time logging on, you will be asked to change your password.  After you change your password, you will receive a confirmation and will not see the message again. 




Creating a New Support Ticket


  • Must sign in, refer to “Signing into your account”


  • Please note that when you do submit a new ticket, all communications will be made via your e-mail.


  • Located to the top right hand corner is the “Support” link.  Click on the link and you will be redirected to the “Support” page.



  • Under the support options on the left hand side of the page, click on “Submit a Support Ticket”.  This will redirect you to Knowledge Base where you can create a support ticket.




  • Note: If this is your first time submitting a ticket, you will need to log into Knowledge Base.  Your username and password will be the same as what you used for signing into our website.  The login is located at the top right hand corner of the page.


  • Once you are logged in, select the tickets button.  After the page loads, select the “Start a New Ticket” button.


  • You are now in a New Ticket page, and from here you can enter information about yourself (Your name, phone number, e-mail).





  • We would like that you include a good time for us to contact you.  Please include another person for whom we can talk to (example can be your office manager) if you happen to be gone when we attempt to contact you.


  • Under support category, please select the option that best pertains to the issue you are having.  The following table describes the different severity levels.




Level One

Level Two

Level Three

Event Description

“Emergency” Situations:

At least an entire site is unable to complete work.  This requires immediate action and a phone call is preferred to ensure rapid response.

“Urgent” Situations:

At least one user is unable to complete their work, or there is a security problem affecting PHI.  A phone call is needed outside normal business hours to ensure rapid resolution.  Tickets submitted within business hours will have a prompt response.


“Normal” Situations:

No user is entirely blocked out of the system.  This covers update requests, training requests, and all other non-critical system help requests.

Event Examples

·        Company Network down

·        Any NextGen Server down

·        Any RDP servers down

·        Entire site down

·        Catastrophic event requiring disaster recovery

·        Server infected


·        Single computer/user connection problems

·        Single (WPCS Owned) computer virus affecting PHI

·        File restore/recovery requests

·        Updates

·        Feature installs

·        Training and help requests

·        Errors which do not prevent work from continuing

·        User setup\creation


  • In the message body, please include if any error messages pop up and if possible the entire message (or include a screenshot as one of the attachments).  If it is possible please also include the process of how you got to the issue.



Viewing your Old Support Tickets


  • Must sign in, refer to “Signing into your account”


  • All communications from the ticket system are automatically sent to your e-mail.  However, if you happen to lose them you can have them resent to your e-mail.


  • Click on the “Support” link on the top right hand corner of the page.

  • Under support options on the left side of the page, click on “Review Your Support Tickets” under “Support Options”.



  • Under “My Tickets” you can see your past submitted tickets and their progress in being helped.


Contact Us


  • You can use our “Contact Us” page which doesn’t require you to log in.  This page will allow for you to contact us via e-mail.


  • Click on the “Contact Us” link in the top right hand corner.



  • In the new page you can send us an e-mail including your information and a description of the problem.  You also contact us at 503-726-4685.


Knowledge Base


  • Must sign in, refer to “Signing into your account”


  • Knowledge base contains solutions to our most common issues from our ticket system and documentation.  You can locate it first by clicking on the “Support” link at the top right hand corner of the page.

  • On the left side of the “Support” page, locate the “Support Options”.  Here you will find a link that will redirect you to Knowledge Base.



  • From the Knowledge Base Portal, you can search through previous support tickets for possible solutions.



  • If you cannot find what you are looking for, you can submit a new ticket.  From the page you can click on the “Tickets” link.


  • If you have used our support ticket system in the past, a history of your previous submitted tickets will show up.  To submit a new ticket, click on the “Start a New Ticket” link.


  • If you would like all your previous tickets sent to you, click on the “e-mail All My Tickets” link under “Actions” to the right of your past tickets.



  • A window will pop up where you can enter your e-mail and click send.


Changing your Account Password


  • You will only be prompted to change your password if it is your first time logging onto the MCSI website. 
  • If it is your first time logging onto our website, three boxes will show up where you will enter your current password and two boxes to confirm your new password.  Click on the “Change Password” button once you have filled out all three.



  • There will be a confirmation that you successfully changed your password.

  • If you do forget your password, e-mail us at helpdesk@mcsi-one.com or call us at 503-726-4685 and we will retrieve it for you.