jennblesh.weebly.com€¦ · Web viewIf there is a TBN / MCE running, the word TBN or MCE will be blinking with a number beside it indicating what the level of notification in the

EDS - Sun MicrosystemsAdmin Services OCS Dispatching

IBIS Training Manual

Jennifer Hollister 1

Logging into Oracle 11i...............................................................................................................................4

Setting up URL favorites..........................................................................................................................4

Setting up Favorites in the Navigator Forms Window.............................................................................4

Service Request Overview..........................................................................................................................4

WorkGroup Names.....................................................................................................................................5

Current Group Name New Group Name.................................................................................................5

Universal Work Queue................................................................................................................................5

Organizing the UWQ................................................................................................................................5

Determining Onsite Coverage and Response Times..................................................................................6

Dispatching a Named Resource or RSM.....................................................................................................6

Dispatching an SSEAssist Task....................................................................................................................7

D1................................................................................................................................................................7

Dispatching to Partner Groups...................................................................................................................8

Cadmi Electronics....................................................................................................................................8

General Dynamics (GD)............................................................................................................................8

Hitachi.....................................................................................................................................................9

NCR Dispatch...........................................................................................................................................9

Quantum (ATL)........................................................................................................................................9

Wang1...................................................................................................................................................10

The PageInAM Queue...............................................................................................................................10

Paging from the PageInAM Queue........................................................................................................10

Page Escalations........................................................................................................................................11

Task in Page Escalation for a Named Resource (RSM, SSE, etc.):...........................................................11

Task in Page Escalation, Task Status is Accepted:..................................................................................11

Creating Tasks...........................................................................................................................................11

Creating a HW Onsite Task for dispatch:...............................................................................................11

Creating a SW Onsite Task for dispatch:................................................................................................12

Creating an Admin Task for dispatch:....................................................................................................12

WebEsc......................................................................................................................................................12

Finding An SR............................................................................................................................................12

TBN / TBE / MCE’s.....................................................................................................................................13

TempSR.....................................................................................................................................................13

Useful URL's..............................................................................................................................................13



Logging into Oracle 11i

Setting up URL favorites1. Log into Oracle: https://ibis.central.sun.com.2. Click “Edit Favorites” in the upper right corner of the window.3. Click “Add URL”. Copy the URL of the website you want set up as a favorite4. Paste the URL into the URL field.5. In the "Favorite" field enter the name of the URL, i.e. WebEsc Prod.6. Click "Apply".

Setting up Favorites in the Navigator Forms Window1. In the Navigator window, double click on Field Service Dispatcher.2. Double Click on Find Service Request located under Field Service Dispatcher: Service Request:

Service Requests3. Click on Universal Work Queue (UWQ) so that it is highlighted.4. Click on the box with the blue arrow pointing to the right to add it to the Top Ten List.5. Highlight the first favorite in the Top Ten List and Control + S to save the list.6. Follow steps 4 and 5 to add the Find Service Request and Task Management windows to the Top

Ten List.There are 3 windows recommended for the Field Service Dispatcher

1. Find Service Request (Field Serviced Dispatcher -> Service Request -> Find Service Request)2. Universal Work Queue Selector (Field Service Dispatcher -> Service Request -> Universal Work

Queue)3. Task Management (Field Service Dispatcher -> Task Management)

To bring up any favorite from the Top Ten List the corresponding number can be used or highlight the favorite and click on Open. By having a Top Ten List of frequently used windows this will prevent the agent from looking for a specific window through the tree in the Navigator window.

Service Request OverviewSR Header - This section contains the contact information, company name, system serial number, product description, incident address, the group / individual the SR is assigned to, and the status.Subject Tab - This tab contains the coverage information. If contract or warranty information is provided at the time of SR creation, it will be located here. For more information see Determining the Onsite Coverage.Workbench Tab - This tab contains the problem summary for the SR. If the customer has disputed the Level of Service showing in the database, the level of service they believe to have will be put in the beginning of the problem summary line. This overrides the coverage listed in the Subject Tab. The Workbench tab also contains the SR notes. If there is an updated address in the SR it can be found here.Alternate Contacts Tab - This tab contains contact information on the primary and alternate contacts of the SR.


Task Tab - This tab contains all tasks associated with the SR. If there is an updated address there should be a task to the Data Management team indicating the updated address. Tasks for the Solutions Center are also located here. This is where all tasks for dispatching are located.

WorkGroup Names

Current Group Name New Group NameOnsite HW AM-US-FSD-NAMERSSEASSIST AM-US-FSD-NAMERPageEsc AM-US-FSD-NAMER-PAGEESCCadmi AM-CA-FSD-CADMI-NBD1 AM-US-FSD-NAMER-D1D1 Canada AM-US-FSD-NAMER-D1GD AM-US-FSD-NAMER-GDHitachi_MCE AM-US-FSD-NAMER-HitachiNCR Disp AM-US-FSD-NAMER-NCRGSSPAGEINAM AM-US-FSD-NAMER-PAGEINAMATL (Quantum) AM-US-FSD-NAMER-QUANTUMWang1 AM-US-FSD-NAMER-WANG1

Universal Work Queue

Organizing the UWQThe top of the Universal Work Queue can be set to display various columns of information. The following columns are recommended for the role of Field Service Dispatcher.

1. Number = Task #2. Service Requesting = SR #3. Last Modified = Date task was last modified4. Task Assignee = Resource assigned to task5. SR Severity = SR severity6. Name = Summary line of task7. SR Owner = Owner field of SR8. Task Owner = Workgroup of task assignee9. SR Service Level = Level of service, if listed in SR10. Status = Status of SR, i.e. Open, Working, Relief, Closed11. Priority = Priority of the task12. Customer Name = Company Name13. SR Group Owner = SR Group Field14. Customer Code = Blank if Non-Elite, Elite if customer is Elite15. State / Province = State / Province16. Item = Category field in 3rd column17. Description = Description field of task


Once the columns are set and spaced apart so they can easily be read, right click on any column header and choose Customizations -> Save to save the layout of the UWQ.

NOTE: When the layout is saved for one task type, it is saved for all task types.


Determining Onsite Coverage and Response TimesOn occasion a call may come through where the field is requesting what the onsite coverage / response time is for an SR.

1. Click the Subject tab in the SR.2. If there is contract / warranty information listed, it will appear under the section labeled

Contracts at the bottom of the SR.3. Click on the spectacles to open the Service Contracts Coverage window.4. Halfway down the window will be the Business Process section. Scroll through until On-Site

Support appears.5. Click on the box to the left so that it is highlighted.6. Under Coverage Times choose the time zone most appropriate for the customer. It may default

to "America/Los Angeles.”7. Below is the listed Covered Times: Start Time, End Time and the days of the week.8. Click on the tab Reaction Times to determine the Response Times (2hr response, 4 hr response,

etc.)9. There will be several fields: "Severity Name", "Severity" and the days of the week with hours.

These are the response times.

Dispatching a Named Resource or RSMThese instructions are for paging a named resource such as a dedicated FE or an SSE.

1. Enter the task # into WebEsc.2. If there is a product listed in the 3rd column category field, the engineer who supports the

product will be highlighted.3. Click the icon located to the right of the field resource to assign the resource.4. A message appears indicating the task was successfully assigned.5. IBIS sends 2 emails with the subject lines below.

a. Ownership Change of Task 1234 Successful.b. Assignment of Task 1234 Successful.a. An email with the subject line “Ownership Change of Task 1234 Failed” indicates the

task was not assigned and the icon can be clicked in WebEsc to assign the task to the resource again.

6. Once the emails have been received indicating “Ownership Change of the Task” and “Assignment of the Task” is successful, the task has been assigned to the resource and falls out of the UWQ.

7. If the SR Group field = AM-US-FSD-NAMER, it will need to be changed to the name of the partner group or the office code showing in WebEsc.


Dispatching an SSEAssist TaskAn SSEAssist is needed when the Solutions Center engineer or an FE needs on-site assistance to help resolve the customer's problem. These tasks may have the task type set as HW Onsite or SW Onsite. If a task comes into the queue with the SSEASSIST in the subject line the SSE must be paged regardless of what the coverage shows.

NOTE: SSEASSIST tasks are not to be put into PageInAM. The SR will always be owned by someone in the Solutions Center or the field.

If the SR Group field is assigned to AM-US-FSD-NAMER, the person who assigned it to the NAMER group needs to be contacted and informed of the process for an SSEASSIST.

1. Ensure the task is set up correctly for dispatch.2. The task type must be HW Onsite or SW Onsite.3. Enter the task # into WebEsc.1. Locate the SSE to be assigned. There will be an icon located to the right of the SSE's name, click

to assign the resource.4. A message appears indicating the task was successfully assigned. This indicates the task was sent

through the JCAPs interface for dispatch.2. About 5 minutes after clicking the icon, the agent assigning the task receives 2 emails from IBIS

with the subject line below.a. Ownership Change of Task 1234 Successful.b. Assignment of Task 1234 Successful.

3. If the agent receives an email “Ownership Change of Task 1234 Failed”, the icon can be clicked in WebEsc to assign the task to the resource again.

5. Once the emails have been received indicating “Ownership Change of the Task” and “Assignment of the Task” are successful, the task has been assigned to the resource and should fall out of the UWQ.

6. If the SR Group field = AM-US-FSD-NAMER, it will need to be changed to the name of the partner group or the office code showing in WebEsc.

D1There have been numerous upgrades to D1's case management system, most notably the upgrade to ASTEA. The process for paging D1 remains the same, however there are changes to the way tasks behave in Oracle. Any SR that is assigned to D1 for a customer located in Canada still needs the process for paging a D1 field engineer

Reference # : The D1 reference number will now appear in the task notes of the task assigned to D1. The note will read "D1 Call Number: SVxxxxxxxxxx." As soon as the task opens in ASTEA, the task will be accepted within 10 minutes and updated with the D1 SV Reference number.FE's Name: The FE's name will appear in the Flex Field when the task has moved from Assigned to Accepted in ASTEA. To dispatch a task to D1 follow the steps for dispatching a named resource.


Dispatching to Partner Groups

Cadmi ElectronicsHow Assigned: Manually (Open -> In Planning -> Assigned)

1. Locate the HW Onsite task to be paged out and click to populate the information in the task window.

2. Copy the task number into WebEsc.3. Press enter or click on “Show Coverage”.4. After identifying the task is to be assigned to Cadmi, change the status of the task to “In

Planning”.5. Owner Type: Group Resource6. Owner: AM-US-FSD-NAMER-CADMI7. Assignee Type: Group Resource8. Assignee: AM-US-FSD-NAMER-CADMI9. SR Group: AM-US-FSD-NAMER-CADMI10. Change the status of the task from "In Planning" to "Assigned".11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)12. Control + S or click the yellow disk to save.

General Dynamics (GD)How Assigned: Manually (Open -> In Planning -> Assigned)Steps to Assign to GD


2. Copy the task number into WebEsc.3. Press enter or click on “Show Coverage”.4. After identifying the task is to be assigned to GD, change the status of the task to “In

Planning”.5. Owner Type: Group Resource6. Owner: AM-US-FSD-NAMER-GD7. Assignee Type: Group Resource8. Assignee: AM-US-FSD-NAMER-GD9. SR Group: AM-US-FSD-NAMER-GD10. Change the status of the task from "In Planning" to "Assigned".11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)12. Control + S or click the yellow disk to save.


HitachiHitachi is a manual dispatch process in which a call is placed to Hitachi to manually open the case on their end after the SR and task are assigned to Hitachi. Once the case is manually opened, the task is accepted and the case is noted with the Hitachi Dispatcher's name, their reference number if available and any other relevant information.How Assigned: Manually (Open -> In Planning -> Assigned)

1. Owner Type: Group Resource2. Owner: AM-US-FSD-NAMER-HITACHI3. Assignee Type: Group Resource4. Assignee: AM-US-FSD-NAMER-HITACHI5. SR Group: AM-US-FSD-NAMER-HITACHI6. Once a case has been opened manually with Hitachi, the task needs to be accepted.7. Verify the SR Type = Field Service (If Type = Installation it can be left as is)8. Control + S or click the yellow disk to save.

NCR DispatchHow Assigned: Manually (Open -> In Planning -> Assigned)


2. Copy the task number into WebEsc.3. Press enter or click on “Show Coverage”.4. After identifying the task is to be assigned to NCR, change the status of the task to “In Planning”.5. Owner Type: Group Resource6. Owner: AM-US-FSD-NAMER-NCR7. Assignee Type: Group Resource8. Assignee: AM-US-FSD-NAMER-NCR9. SR Group: AM-US-FSD-NAMER-NCR10. Change the status of the task from "In Planning" to "Assigned".11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)12. Control + S or click the yellow disk to save.

Quantum (ATL)A task will be assigned to Quantum if the product is listed as one of the following:L100 L1800 L25 L1000 L3500 L11000How Assigned: Manually (Open -> In Planning -> Assigned)

1. Change the status of the task to “In Planning”.2. Owner Type: Group Resource3. Owner: AM-US-FSD-NAMER-QUANTUM4. Assignee Type: Group Resource5. Assignee: AM-US-FSD-NAMER-QUANTUM6. SR Group: AM-US-FSD-NAMER-QUANTUM7. Change the status of the task from "In Planning" to "Assigned".8. Verify the SR Type = Field Service (If Type = Installation it can be left as is)9. Control + S or click the yellow disk to save.


Wang1How Assigned: Manually (Open -> In Planning -> Assigned)

1. After identifying the task is to be assigned to Wang1, change the status of the task to “In Planning”.

2. Owner Type: Group Resource3. Owner: AM-US-FSD-NAMER-WANG14. Assignee Type: Group Resource5. Assignee: AM-US-FSD-NAMER-WANG16. SR Group: AM-US-FSD-NAMER-WANG17. Change the status of the task from "In Planning" to "Assigned".8. Verify the SR Type = Field Service (If Type = Installation it can be left as is)9. Control + S or click the yellow disk to save.

The PageInAM QueueThe PageInAM queue is a holding queue for SR's that are outside their contracted on-site support hours or if someone from the field calls in and requests an SR / Task to be placed into this queue.

NOTE: If an SR has 24x7 onsite support it will be paged per OCS process. It will only be placed into the PageInAM queue if it is requested to be put there by the field or a Sun manager.

Task Type: Page In AMTask Status: OPEN or ASSIGNEDOwner: AM-US-FSD-NAMER-PAGEINAMAssignee Type: BlankAssignee: BlankSR Time Zones: In order to page from the correct time zone the Time Zone field in the SR Header will need to be populated with one of the following time zones:AT: America/Halifax ET: America/New_YorkCT: America/Detroit MT: America/DenverPT: America/Los_Angeles HA: Pacific/Honolulu

Paging from the PageInAM QueueThe dispatcher(s) monitoring the PageInAM queue will need to sort according to the Time Zone field If there are <20 tasks for any given time zone dispatching will start at 8:00am local time. If there are 20 or more tasks it will begin at 7:45am local time. If paging starts at 7:45 customer's local time, WebEsc must be changed to reflect the 8am on-call engineer.


Page EscalationsPage Escalations (PageEsc's) are HW / SW Onsite tasks that have been assigned to the field or a partner group that have not been accepted within 30 minutes. There are 2 types of Page Escalations: a named resource or a partner group.

Task in Page Escalation for a Named Resource (RSM, SSE, etc.):

1. The resource will need to be contacted. Their contact information can be obtained through NameFinder.

2. If the resource is not available, a voicemail will need to be left informing them of the, SR and the company, and an explanation that the task has gone in escalation and will be reassigned to the backup

3. listed in Webesc (if one is listed) or the RSM. If voicemail is not available reassign the task if a backup is listed or the RSM.

4. Determine the next resource to be assigned to the task. If there is a backup listed in Webesc, follow the steps to assign the backup.

5. If the last backup has been paged or there is no backup listed, escalate the task to the 1st level RSM.

6. Copy the PageEsc template into a Comments note in the Workbench.7. Copy the Original summary line from the task into the template.8. Enter in the summary for the task should “(engineer's first & last name) not

responding to pages please assist with routing.”

Task in Page Escalation, Task Status is Accepted:1. Change the Owner Field back to the workgroup or the name of the partner group to

which the task was assigned prior to entering PageEsc.2. To determine the workgroup / partner group name, check the Audit trail for what was

previously in the Owner field before PageEsc.3. Note the SR as appropriate: Task # (task number) was accepted in PageEsc,

changing Owner field back to (workgroup / partner name.)

Creating Tasks

Creating a HW Onsite Task for dispatch:Type: HW OnsiteStatus: OpenPriority: Must match the severity of the SR or at the request of the caller.Planned End Date: Same as Planned Start DateOwner Type: Group ResourceOwner: AM-US-FSD-NAMERAssignee Type: BlankAssignee: BlankSubject: Brief description of what needs to be done (ex: callback customer, 1st level escalation, etc.)Description: Any additional information needed for recipient of the task.


Creating a SW Onsite Task for dispatch:Type: SW OnsiteStatus: OpenPriority: Must match the severity of the SR or at the request of the caller.Planned End Date: Same as Planned Start DateOwner Type: Group ResourceOwner: AM-US-FSD-NAMERAssignee Type: BlankAssignee: BlankSubject: Brief description of what needs to be done (ex: callback customer, 1st level escalation, etc.)Description: Any additional information needed for recipient of the task.

Creating an Admin Task for dispatch:Type: AdminStatus: OpenPriority: Must match the severity of the SR or at the request of the caller.Planned End Date: Same as Planned Start DateOwner Type: Group ResourceOwner: AM-US-FSD-NAMERAssignee Type: BlankAssignee: BlankSubject: Brief description of what needs to be done (ex: callback customer, 1st level escalation, etc.)Description: Any additional information needed for recipient of the task.

WebEscThere are 5 instances of WebEsc used today. Unless instructed otherwise the order of WebEsc’s to be used are as follows:Primary: https://webescprod.central.sun.com:8080Secondary: https://webescprod2.central.sun.com:8080APAC: http://webescprod.singapore:8080EMEA: http://webesc.emea:1180

http://itprdapp02.holland.sun.com:1180Process for using APAC / EMEA WebEsc's to be determined.

Finding An SRTo find an SR / Task # enter the SR / Task # into the appropriate field in the Find Service Request window and press enter or click Search (see screenshot). The SR information will appear in the Results section and the SR will open. To find another SR click the Clear button and enter the next SR / Task #. Closing out of the SR will also close out the Find Service Request window.


http://webescprod.singapore:8080/

TBN / TBE / MCE’sTBN / TBE / MCE’s are time based escalations based upon criteria decided upon by the customer. If a Service Request meets the certain criteria different levels of managers are paged at different times alerting them to the SR. If there is a TBN / MCE running, the word TBN or MCE will be blinking with a number beside it indicating what the level of notification in the upper right corner. If a field resource or manager calls in to request a suspension, follow the steps below to suspend.

1. Log into WebEsc a. C+badge # b. LDAP password

2. Click on IBIS Display.3. Enter the SR / Task #.4. Click Current Status.5. Click start / Stop TBE Process.6. Enter the caller's name and their role in the field "Authorized By (Name and Role)."7. Select a reason for suspension from the dropdown Reason for Suspension.8. Click Suspend TBE Process Indefinitely to suspend it indefinitely or enter a number .9. Select a time from the dropdown if the escalation is to be suspended for a certain

period of time.10. Click "Submit" and wait for the confirmation to appear indicating the TBN / MCE has

been successfully suspended. 11. Copy and paste the confirmation results into the Workbench notes in the SR and save

as Comments.

TempSRTempSR Process to be determined

Useful URL'sOracleibis.central.sun.comUSPSwww.usps.comCanada Postal Code Lookupwww.canadapost.caAccept Jitterbug Boxhttp://jitterbug.central/jbug/accept.privateUpdate Jitterbug Boxhttp://jitterbug.central/jbug/update.private


T1 Process WebsiteTBD


Documents

jennblesh.weebly.com€¦ · Web viewIf there is a TBN / MCE running, the word TBN or MCE will be blinking with a number beside it indicating what the level of notification in the