Learning Paths

Find your path and start your journey.

Technical Support Analyst

19 Courses | 10 days, 14 hours, 17 minutes

A Technical Support Analyst is responsible for fielding and resolving OnBase issues by utilizing internal OnBase systems, troubleshooting utilities, and support processes. The position requires close communication with multiple departments while maintaining issue ownership. The Analyst must develop proficiency in documentation, as well as develop the ability to work independently on support issues all while following departmental policies.

New to OnBase? Consider taking an End User Training course specific to your solution before starting this path.

  • Certifications for a Technical Support Analyst:
  • Responsibilities of a Technical Support Analyst:
    • Provide support to our customers while being an advocate for their requests; champion anything related to the overall well-being of their OnBase solution
    • Maintain ownership and follow through consistently on communication of all support issues
    • Exhibit strong database skills
    • Continually increase your knowledge of the OnBase product suite and other related technologies
    • Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
    • Understand and abide by escalation procedures and interdepartmental policies
    • Utilize the internal OnBase systems during the technical support process and find new, innovative ways to make the process more efficient
    • Demonstrate strong documentation skills
    • Earn and maintain the OnBase Certified Support Engineer (OCSE) Designation

Courses in this Path


Beginner | 1 hours | eLearning

The Pre-Installation course will introduce you to the basics of ECM in general and OnBase in particular. It will demonstrate an essential process in an organization and how that process can be mapped to an OnBase solution. You'll also learn the fundamental OnBase concepts and how they are used to create a solution. This course is a prerequisite for our OnBase classroom courses such as Introduction to Installation and System Administration.

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Beginner | 5 days | Instructor-led

The System Administration course is designed to introduce new and existing OnBase System Administrators to the use, maintenance and administration of OnBase. The class provides in-depth, hands-on experience that directly maps to the day-to-day activities of an OnBase System Administrator. The class also investigates effective maintenance strategies and resources available to OnBase System Administrators.

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Intermediate | 1 hours 2 minutes | Premium

Troubleshooting an enterprise-class software application like OnBase is no easy task. To ensure you have all of the necessary tools at your fingertips when you need them, the professionals in Hyland Software’s Technical Support group have put together this course on the troubleshooting techniques and tools they use to diagnose issues in all areas of the OnBase product suite.

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Intermediate | 5 days | Instructor-led

The Supporting OnBase Course provides a unique opportunity for OnBase professionals dedicated to the technical support function to develop practical skills for diagnosing and troubleshooting common support issues. The course includes classroom instruction coupled with practical exercises that address common issues faced by many partners and customers.

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Expert | 1 hours 10 minutes | Premium

Calling all DBAs! This course provides all the basics for understanding, maintaining, and troubleshooting your OnBase Database.

Hyland Database Analysts will guide you to become a more confident database administrator. With a high level overview of a DBA's responsibilities and many practical SQL queries, you will finish this course with a good idea of how to analyze and optimize your system. For more extensive information on topics mentioned in this course, see the related courses listed under Resources & Links.

Please note: This course is best viewed in full screen mode.

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Expert | 50 minutes | Premium

Are you an accidental DBA? Did you inherit the responsibility of taking care of your OnBase Database with little to no training on the subject? If you answered yes to either of these questions, the Database Administration Series has been created for you.

In this installment, Jonathan Radwan, one of Hyland's Database Engineers, walks you through how to properly install and configure your organization's OnBase Database. Once finished with this course, you’ll have a greater understanding of many SQL Server configuration options, the HSI User Account, DBUtils, and much more.

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Expert | 1 hours 10 minutes | Premium

Are you an accidental DBA? Did you inherit the responsibility of taking care of your OnBase Database with little to no training on the subject? If you answered yes to either of these questions, the Database Administration Series has been created for you.

In this installment, Hyland’s Database Engineers show you how to use the tools included with OnBase, as well as several third-party utilities, to find out what is really going on with your database. After completing this course you'll be familiar with Verbose, Diagnostics Console, SQL Profiler, ClearTrace, and WhoIsActive.

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Expert | 40 minutes | Premium

A corrupt database is one that has lost some of its data or functionality. Causes of corruption include (but are not limited to) the following: hard disk/controller errors, memory errors, network errors, power interruptions (losses, dips, or surges), lightning, rebooting or turning off the server while the database is open, or the server crashing or freezing while the database is open.

Join Tech Support’s Ansley Ingram in this Tech Support Training presentation that discusses Database Corruption, what causes corruption, what to do when it happens and how to prevent it to begin with. Take the assessment to get credit on your Training Transcript for participating in this course.

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Beginner | 52 minutes | Premium

A fundamental benefit of OnBase is knowing that your documents & data are secure. OnBase’s native security ensures that only those users that have been granted access to documents can view them.

Join Training.Hyland.com’s Wayne Wernick as he discusses the basics of creating and configuring OnBase User Groups, including how to create a basic User Group for your day-to-day users as well as a manager User Group with additional privileges and administrative responsibilities.

Note: This course covers only standard OnBase Security. For information on Network Security, such as Active Directory or LDAP, see the Security: Integrated Authentication course.

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Intermediate | 48 minutes | Premium

The Integration for Single Sign-On module allows OnBase to participate in third-party single sign-on solutions. Users working over an extranet (WAN) or local area network (LAN), can access OnBase, as well as all protected company resources, with a single system logon. With fewer passwords to remember and fewer logons necessary to gain access to important data, users can more easily access the information they need to do their jobs, without compromising overall system security.

Join Tech Support’s Adam Shane and Findley Boyd in this Tech Support Training presentation that discusses Integrations for Single Sign-On and Active Directory Federation Services (AD FS). Take the assessment at the end of the course to update your training transcript.

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Intermediate | 1 hours 49 minutes | Premium

This course focuses on utilities provided by Hyland Software as well as third party utilities and logs that will aid in troubleshooting and debugging issues that may occur with the OnBase Web Server. The objective of this course is to become familiar with the utilities and logs available. Sample issues are discussed to emphasize how the utilities and logs are helpful in resolving issues.

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Intermediate | 34 minutes | Premium

The Document Import Processor (DIP) is a fundamental piece of many OnBase solutions. Most organizations that own DIP use it to perform much of the heavy lifting required to bring documents and their associated Keyword Values into their OnBase solution; so when an issue arises with a DIP process, it can affect all of the business processes it touches.

Join Curtis Krol and Jonathan Finney as they discuss important steps for troubleshooting a DIP process in this Tech Support Training course, recorded live from a Hyland Software Tech Support Training Friday presentation.

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Intermediate | 14 minutes | Premium

OnBase Document Composition improves outgoing correspondence by leveraging existing data—from OnBase or third-party systems—and automating the generation of Microsoft Word documents. Documents are created faster and workers are more productive because they don't have to search multiple information sources and manually produce business documents. Organizations can avoid potential legal and compliance risks by producing accurate, standardized documents and communications.

Join Technical Support’s Dave Coxe and Josh Gregorek on this overview of troubleshooting Document Composition. Here you will go over common issues, Best Practices and see a Demo of Document Composition. Make sure you take the assessment to get credit for watching this TST.

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Intermediate | 29 minutes | Premium

Need to move documents between multiple OnBase systems? Document Transfer may be the solution you are looking for. This course explores the basics of the Document Transfer module, what it is designed to do and basic steps to configure it.

Join Andy Rusnak as he discusses important steps for troubleshooting in this Tech Support Training course, recorded live from a Hyland Software Tech Support Training Friday presentation.

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Expert | 1 hours 46 minutes | Premium

OnBase doesn't exist in a vacuum. It runs on a number of servers and workstations, and it shares hardware and network components with many other applications. Hardware and software can – and will – fail. When it does, will you be ready?

This course covers a number of recommendations for high availability and disaster recovery to help you build resiliency and recoverability into your OnBase solution. Among the topics covered are: backups, replication, database clustering and log shipping, Disk Group design, virtualization, and cloud backup options.

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Intermediate | 33 minutes | Premium

Whether managing service requests, resolving issues or qualifying opportunities, control all aspects of the case including tasks, documents, forms, and events using WorkView | Case Manager. Make better business decisions and maximize productivity by connecting the right people with the right information at the right time.

Join Tech Support’s Mike Walkuski and Michael Hornsby in this Tech Support Training presentation that discusses Troubleshooting Tips and Tricks, Database Information and specific features in WorkView | Case Manager. Take the assessment to get credit on your Training Transcript for participating in this course.

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Intermediate | 14 minutes | Premium

OnBase Full-Text Search is a great tool to help users find exactly the information that they are looking for. However, Full-Text Search, powered by Autonomy IDOL, can be a difficult product to troubleshoot because it has so many working parts.

Join Tech Support’s Joe Kocsis and Mike Walkuski in this Tech Support Training Friday presentation that discusses the components of a Full-Text Search solution, the functions of the solution, and how to deal with paginated documents.

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Intermediate | 42 minutes | Premium

Export copies a selection of OnBase documents and creates a secondary database containing all associated system and indexing information. Exported documents and metadata can then be imported into any OnBase system using the Import Manager. This allows documents and associated metadata to be easily backed up and restored in the event of data loss or transferred between OnBase systems. Export also integrates with Authoring and Publishing to form a complete document delivery solution.

Join Tech Support’s Amy Halperin in this Tech Support Training presentation that discusses Best Practices, Common Errors and SCR's of Note for Export and Publishing. Take the assessment to get credit on your Training Transcript for participating in this course.

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Intermediate | 24 minutes | Premium

Office Web Apps Server Integration is a read-only view of Office documents in OnBase without (that's right, NO) a local install of Microsoft Office. In addition, documents load faster and users experience consistency across all OnBase clients.

Join Tech Support’s Jeff Cibroski and Mike Walkuski on an overview of this Integration. This course includes everything from a demo to basic troubleshooting and SCRs. Be sure to take the assessment to get credit for watching this Technical Support Training.

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