White Paper - A4 format
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1. e Hello gcustomer001 Sign out Preferences Help SSN Wa sen gemalto Advanced You are in the STIM Customer Portal workspace Home New Request https stim int gemalto com 7USER gcustomer001 gmail com amp PROJECTID 1 amp MRP OQvJWD1ZAGLAS I amp PID 2 Windows SEE our search results are listed below Click on the result s Customer ID field to select the result and automatically a B SAVE close this window a e are displaying 514 records 28 Close Submit a new Request Customer Contract F ID Solution Name Type Product Group Product Name Product Summary TE aremis1 None Aremis Aremis 6 2 Criticality Make a Selection aremis2 Gold Aremis Aremis Customer Information Customer Name aremis3 Aremis Aremis Contact Mail gcustomer001 gmail com Contact Phone c lt 4 a None Custom Gatewav STA BMO a Customer ID 00002073 Trusted sites 7 100 Link to CDB http cdb gemalto com index php page cu Region EUROPE Tier Default Support Team 1112 Solution Support EMEA PDomain solution Press F5 to select another product Solution Name Contract Type Product Group Product Name Product Version Product Patch Version Platform Type Platform Mode HW Name HW Type HW Provider OS Name OS Version OS Patch Version Support Team Maintenance Team Support Project Code Time Zone CDB Domain Solution ID Product ID Support Team ID O X a Font family Font size Figure 3 Submit request page e Product Versio2. Description PUBLIC View Complete Description PUBLIC Append New Description PUBLIC D Ba a Font family Font size J A B 7 7 Vi I LLI lll ii iM Ls i Ke MG amp Attachments ly Attach Files Last Attachment No files currently attached FY SAVE Figure 5 Description field STiM Self Service User Guide 8 Additional Email Notifications If you want someone else to be notified about changes on this Request you can add their email address to the Additional Email Notifications Addresses field at the ticket creation For more than one contact please separate emails with space All notifications for this Request will be sent to each address in this field by default By replying to the email notification they are able to update the Request as well Please use individual emails instead of Distribution Lists which do not allow reply to such notification l er al Additional Email Notifications Fi SAVE To submit the call you need to press SAVE button STiM Self Service User Guide gemalto Display My Requests In this page you can see all your support requests Hello gcustomer001 Sign out Preferences Help SEARCH malto Advanced You are in the STiM Customer Portal workspace v 3 1 2007692 100146 test of communication this time is OK with you more Closed 2 mos 9 days ago 100147 the service component description
3. www gemalto com Table of contents INTRODUCTION arate eee ws a ec te ee serene dee ees eee see eee see sateen ec eee even eee eens 3 REOUIREMENS 2 sevice se ccancte cee ce cnnsQacnavacs seus epeaceeceuevesasimezacessuasesasaaanecs puawsenesavaccassiavauuranueaseantaxeeeceactecats 3 WORKING WITH THE SELF SERVICE nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnunennnnnnnnn 4 Log on to the Self Service rrrnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnn 4 How to change your password xxnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnennnnnnnnnennnnnnnnnennnnnnnnnennnnnnnnennnnnnnn 5 Call management home Pl evs sissies acess ener ccee ccs Ge 6 SUBMIT NEW AL 7 INN 7 FoU ENN he 8 Issue description ssnnxnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnennnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnennnnnnnnnenn 8 Additional Email Notifications ssannnnneennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnnnnnnnnnennnnnnnnn 9 BIS OE LEE EEE 10 Display My Active Requests cccccsssscccsssssseeccssosssesecssonseesecssoseesecssauseeseessauseesecssagseeeeessagseesectsagserseeses 11 Displ y My Closed Beedle 0 on Manne arene er ee re eee ne ee eee eee ee 12 Display Customer ID Requests cccsssssseeeensosssenecs
4. Microsoft Internet Explorer 7 or 8 e Mozilla Firefox v3 0 x or 3 5 x e SafariQ 4 0 x on MAC OS Your browser must accept session cookies STiM Self Service User Guide gemalto Working with the Self Service Log on to the Self Service This page is the entry point for the Self Service Tool https stim gemalto com Caution https link for security reasons You can add this page in your browser bookmarks or favorites to return back easily to Self Service Access to support call requests service is protected with a login and a password You can only have one active session at the time for each account Help Production gemalto USER ID PASSWORD From Numara Software Copyright 2011 Numara Software Inc Figure 1 Login page The connection data is supplied by Gemalto to our identified customer contacts only Customers receive their connection parameters in a dedicated email from Gemalto s support team The User ID is your email address the password obtained from the support team needs to be changed at the first login for security reasons If you have forgotten your password please contact your Gemalto Support representative STiM Self Service User Guide A How to change your password 1 Log into STiM using provided credentials Click on Preferences Hello gcustomer01 Sign out Preferences Help SEARCH Advanced You are in the STiM Customer Portal workspace 2 En
5. from my team work on my calls In case you do not find the answer to your question about this application please contact your local Gemalto Service Delivery Manager Proposed Subject Self Service lt Your feedback gt STiM Self Service User Guide 23
6. g 1 2003 P Number Summary Last Updated 100146 test of communication this time is OK with you more Closed 2 mos 9 days ago 100147 the service component description more Closed 2 mos 8 days ago 100151 test use case 1 I m OK validate On Thu Feb 9 2012 at 10 46 AM STiM V2 Integration lt stim Closed 2 mos 7 days ago int gemalto com gt wrote Duplicate message snipped more Figure 8 My Closed Requests STiM Self Service User Guide 12 Display Customer ID Requests In this page you can see not only request created by you but all the requests created by your company Hello gcustomerl01 Sign out Preferences Help S ae gemalto Advanced You are in the STiM Customer Portal workspace 1 20045 P submitted On Last Updated Figure 9 Customer ID Requests Content of the table e Number This is a unique call reference assigned by Gemalto You may use this identifier in your communication with Gemalto to identify your call Submitted On The date the call was created Summary The title of your request Status You can check the current step of your request in the resolution process Last Updated Here you can see when the request has been updated last time STiM Self Service User Guide 13 Call detailed information When you click a Summary reference in the support requests list you will see the complete information about this cal
7. more Closed 2 mos 8 days ago 100148 test ticket description more Under Investigation 2 mos 7 days ago 100151 test use case 1 l m OK validate On Thu Feb 9 2012 at 10 46 AM STIM V2 Integration lt stim Closed 2 mos 7 days ago int gemalto com gt wrote Duplicate message snipped more 100152 test use case 1 2 investigation started more Closed 2 mos 7 days ago 100153 test use case 1 not fixed On Thu Feb 9 2012 at 4 23 PM STiM V2 Integration lt stim Under Investigation 2 mos 6 days ago int gemalto com gt wrote Duplicate message snipped more 100157 Test from moving from incident to problem manager Investigation of the incident more Closed 1 mo 27 days ago Figure 6 My Requests lists your requests Content of the table e Number This is a unique call reference assigned by Gemalto You may use this identifier in your communication with Gemalto to identify your call e Summary The title of your request Status You can check the current step of your request in the resolution process Last Updated Here you can see when the request has been updated last time STiM Self Service User Guide 10 Display My Active Requests In this page you can see your support requests like in the previous case BUT requests already Closed do not appear in this list Hello gcustomer001 Sign out Preferences Help SEARCH z gemalto mano Advanced You are in the STIM Customer Portal workspace My Ac
8. e Report of the STiM tickets click on the Reports icon on the STIM homepage PO eres m n er A Home B New Request fil Reports This is example how to export the Report of all tickets created for your company per Griticality and Status 1 Choose the Style of the Report Style Formatting Ticket Criteria Advanced Criteria O Columns One Ticket per line in a table O Wrapped A list of Tickets Supports line breaks good for reports that include many fields O Metrics Graphics Display sums averages and counts only Export Export data to a text file Allows STIM V2 Integration System data to be imported into spreadsheets or other programs 2 Choose the Fields you want to have displayed in your Report Style Formatting Ticket Criteria Advanced Criteria FIELDS DISPLAYED Type of Field Fields Selected Fields STIM V2 Integration System Fields Age of Ticket db Add Field Ticket Number OTicket Information Criticality Criticality Date Submitted Giangi Status Description PUBLIC Order Summary Last Edit Date P Last Edit Date Last Edit Time Date Submitted Status Submitter 98 Remove Summary Ticket Number OG Reset Time Submitted Descriptions PUBLIC to include O All Descriptions PUBLIC Original Most Recent 2 Most recent 3 Most recent Process Phase Voting Details CJ Display Final Decision information for each Ticket CI Display Voting History for each Ticket Filter Voting History as follow
9. hat we have registered your ticket with Ticket Type the following information Incident Product Aremis Criticality Severe Ticket Status Open Title test Description Public This is a new information to append fo the descnptian If the above information is incorrect please contact us so that we may change if You are welcome to view more information about your ticket or of course be able to update the information directly on the Support web portal by clicking on the following link SUM Customer Web Portal Visit the bifo Avww gemalto com for more information Figure 10 NEW CALL Notification example STiM Self Service User Guide gemalto Communication with Support team You can check the latest information on the request or answer to the support using Description field To do this you have to open the call Advanced Home New Request Reports Hello gcustomerO01 Sign out Preferences Help You are in the STiM Customer Portal workspace My Active Requests Jv 4 1 1 of 1 Submitted On 31 07 2012 Summary 103354 Tests with new summary Customer res A A A b ponse for the second email with new summary k Fm PN PE PE Be PN I See ae et a D u plicate mess ag e more Customer eee ee al Last Updated 5 mos ago Figure 11 View My Active requests Check information provided by the support team in the Description field Ticke
10. l including the Description field that contains the communication between support engineers and the customer it also contains the solution given to solve the issue Hello gcustomer001 Sign out Preferences Help SR gemalto Advanced You are in the STIM Customer Portal workspace amp Back amp Edit Ticket 100148 in STIM Customer Portal Summary test ticket Criticality Serious Under Investigation Submitter L1 Solution Support Agent amp Customer Information Customer Name ORANGE FRANCE Contact Mail gcustomer001 gmail com Contact Last Orange F Name Contact First UnikPc Network Country France Customer ID 00002073 Name CRM Customer FRORA003 Link to CDB http cdb gemalto com index php page customer edit amp DOPERATOR 2073 Region EUROPE Code Default Support L1 L2 Solution Support EMEA PDomain solution Team Issue Information Product Information CDB Description PUBLIC Entered on 08 02 2012 at 15 48 07 CET GMT 0100 by L1 Solution Support Agent description Entered on 07 02 2012 at 21 59 41 CET GMT 0100 by L1 Solution Support Agent description Figure 9 Call details STiM Self Service User Guide 14 Notification The customer will receive a notification at call creation When replying type your text above this line GEMALTO SUPPORT WE HAVE REGISTERED YOUR TICKET Dear Customer DN Ticket Number Thank you for contacting the Gemalto Support 1002753 We are happy to inform you t
11. n Version of your product e Os Name Operation system name e Os Version Operation system version e Description Enter the problem description here We recommend that you provide the most accurate information to facilitate receiving the appropriate answer e Attachments To attach files to the request All fields in red are mandatory STiM Self Service User Guide 7 Product selection Click on the Submit Request icon This will open a pop up from which you can select your product Please contact Support if you don t find your product Please make sure to select the correct Solution in order to have the SLA type properly filled Your search results are listed below Click on the result s Customer Name field to select the result and automatically close this window Close Se Name Solution Name Product Group Product Product Version Os Name Os Version Patch Version Company Name GCOPROD1 and GCOPROD2 GGS Custom CentralMonitor HP UX 11i Company Name GCOPROD1 and GCOPROD2 OTACS OTACS GXO LB HSWE v03 01k_04 HP UX ili Company Name GCOPROD1 and GCOPROD2 GOOL Server GC Online 1 4 SP2 HP UX 11 Company Name GEMPLSTS GCOTA Server GC OTA 2 6 HP UX 11i Company Name GEMPLSTS GCOL Server GC Online 1 4 SP2 HP UX 111 Company Name GEMPLSTS GCSM Server GC SM 2 0 HP UX 11i Company Name OTAPROD1 OTAPROD2 GGS Custom Billing Formatter HP UX 111 Figure 4 Product list Issue description Insert a detailed issue explanation in the Description field
12. s All Processes All Phases v STiM Self Service User Guide 18 3 Choose the File Format and the criteria for sorting the results FILE FORMAT File Format Field Separator Filename Extension MS Excel comma coy Tab Delimited tab tsy O Custom e 5 eal Choose a field separator that does not appear in your data Data Encoding UTF 8 with Signature MS Excel Compatible SORT RESULTS BY Choose primary and optional 2nd Ird sort fields Field Order 4 Choose the Ticket Criteria if you wish Formatting Ticket Criteria Advanced Criteria Run Note When no values are selected for a choice drop down field there will be no search on that field GENERAL INFORMATION Description PUBLIC O O Attachment filename Criticality Severe Serious Minor ISSUE INFORMATION Type of Ticket Incident Short Summary Resolution V1 Public Problem RFC no data HIDDEN FIELDS PRODUCT INFORMATION CDB HW Type HW Provider OS Name ES STiM Self Service User Guide 19 5 For all tickets created for your company do not forget to select the Option Include Requests made by members of your Customer ID You can set the time period as well Style Formatting Ticket Criteria Advanced Criteria Include Requests made by members of your Customer ID DATE TIME AND AGE CRITERIA Da Mon Year Da Mon Year Date Exact O Relative O Range Da Mon Year Da Mon Year Exact O Relati
13. sonseeeecssoseesecssouseeeecssauseetecssouseeseetsagsenseeteagsersesses 13 Ge detailed NON UN 14 POO LCA CIN oe eres ces eects eae cee sence ee es mance eee eeepc cee ces aeeese teres nenene 15 COMMUNICATION WITH SUPPORT TEAM uunnnnnnnnnnnnvennnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnner 16 HOW TO CREATE REPORT nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnunnnnnnnnnnnnnnunnnnnnnnnnnnnnnsennnnnnn 18 THoOUIeSNOOMA 4 hr 21 Enor EISE ana i 21 SUBMIT NEW CALL VIA E MALL Luke 22 MO ph 23 PN gence ese ere ce eter ede ee eee eco tc eae ubadee reece eueueeeectesecanecaen 23 STiM Self Service User Guide Introduction This document provides a brief overview of the support tool called STiM Self Service STiM stands for Support Ticket Management and it is Gemalto s tool for following support requests The Self Service is the front end used by the customers It provides a secure and controlled method of creating and accessing support requests stored in STiM The STiM Self Service is able to provide the following functionalities e Create new support requests e Review the list of calls including their live status e Review the actions descriptions for a particular support call Requirements The STiM Self Service is available through a dedicated URL An internet browser is needed to launch the Graphical User Interface This web application is supported for these browsers e
14. t 100148 in STIM Customer Portal Summary test ticket Criticality Serious Under Investigation Submitter Customer Information Customer Name ORANGE FRANCE Contact Mail gcustomer001 gmail com Contact First UnikPc Network France Name Country CRM Customer FRORA003 Link to CDB http cdb gemalto com index php page customer_edit amp IDOPERATOR 2073 Code Default Support solution T eam Issue Information amp Product Information CDB Description PUBLIC Entered on 08 02 2012 at 15 48 07 CET GMT 0100 by L1 Solution Support Agent descriptia Entered on 07 02 2012 at 21 59 41 CET GMT 0100 by L1 Solution Support Agent description Figure 12 Call details page L1 L2 Solution Support EMEA STiM Self Service User Guide L1 Solution Support Agent Contact Last Name Orange F Customer ID 00002073 Region EUROPE 16 Edit the call in order to answer it To do this click on the N Edit button and update the information in the Description field After Saving the call you will receive the notification for your update Description PUBLIC View Complete Description PUBLIC Append New Description PUBLIC D Ga A 9 Fontfamly Fonts rv Ar yr Bru see H Nep v Attachments b Attach Files Last Attachment No files currently attached SAVE Figure 13 Answer a call STiM Self Service User Guide gemalto How to create Report If you wish to creat
15. tabase requirements Body of the e mail Enter the problem description here We recommend that you provide the most accurate information to facilitate receiving the appropriate answer You will receive a notification at call creation STiM Self Service User Guide 22 Is it possible for hackers to see my No calls The application is working with https to grant you secured access A lot of tests are done to validate the security Can other customers to see my calls They can t Necessary rights are only granted to customer s team have a lot of calls in the database but Calls are displayed if cannot see all of them e Created in the new scheme e Created for the same Customer as requester have forgotten my password If you need a password reset just mail your support representative to get a new one How to change the product At call creation If you want to change the selected product you can use the F5 key in order to reload the popup window and keep the information already entered in the call At the moment it is possible only via email At the ticket creation please add all users you wish to track the ticket in the Additional Email Notifications Addresses field For more than one contact please separate emails with space All notifications for this ticket will be sent to each address in this field by default By replying to the email notification they are able to update the ticket as well Can other people
16. ter and confirm your new STiM password Your new password should be at least eight characters long a mixture of at least three of the following upper case letters lower case letters digits and symbols een gemalto a Advanced Home B New Request ii Reports My Preferences Personal Info Default Workspace Your Local Time Zone France Europe Paris CET SMT 0100 Date Format Preferred Language 3 We recommend to update the Local Time Zone and the Date Format at this point as well 4 Every change of Personal Preferences must be confirmed by your current STIM password if you are changing your password at the first login please enter the password provided by your support team Press SAVE S een gemalto ton Advanced Home New Request ii Reports My Preferences Password save Personal Info e ener NewPassword ewPasswordAgan O Default Workspace Your Local Time Zone France Europe Paris CET GMT 0100 s Date Format Preferred Language STiM Self Service User Guide 5 Call management home page After you have successfully logged in you have access to the call requests home page At the top of the page a menu is displayed with the following items e Home To go back to the tool s main page with no user disconnection So you will be able to come back to your calls information without having to connect again e New Request Allows the creation of new support req
17. tive Requests O 1 200035 100148 test ticket description more Under Investigation 2 mos 7 days ago 100153 test use case 1 not fixed On Thu Feb 9 2012 at 4 23 PM STiM V2 Integration lt stim Under Investigation 2 mos 6 days ago int gemalto com gt wrote Duplicate message snipped more 100163 Test 2 ticket created by customer incident gt problem NOK please to reopen this problem ticket On Thu Customer Responded 1 mo 23 days ago Feb 23 2012 at 6 46 PM STIM V2 Integration lt stim int gemalto com gt wrote Duplicate more 100165 test14 02 12 do not edit please more Under Investigation 2 mos 1 day ago 100170 project ticket should not be visible from customer project ticket should not be visible from Open 2 mos ago customer more Figure 7 My Active Requests Content of the table e Number This is a unique call reference assigned by Gemalto You may use this identifier in your communication with Gemalto to identify your call Summary The title of your request Status You can check the current step of your request in the resolution process e Last Updated Here you can see when the request has been updated last time STiM Self Service User Guide 11 Display My Closed Requests You can see on this list all closed requests search Hello gcustomer001 Sign out Preferences Help SEARCH Advanced You are in the STIM Customer Portal workspace EEE My Closed Requests
18. uests The information about the Criticality values definition on the Homepage should help you to choose the correct Criticality for your Request e Reports Allows the creation of reports You can choose the criteria for your Report by selecting the Style Columns Wrapped Metrics Graphics Export Heading Report Title Formatting Fields Displayed Sort Results By Ticket Criteria Keyword Criticality Type of Ticket Product information Advanced Criteria Date Time and Age Criteria Include Requests made by members of your Customer ID e On the drop down menu you can choose to display the list of calls o My Requests The list of your calls My Active Requests The list of your active calls My Closed Requests The list of your closed calls Customer ID Requests The list of all your company calls O O e Sign Out Disconnection e Preferences Allows the change of My Preferences Password Change Local Time Zone Date Format Preferred Language e Help Tool s documentation Figure 2 Main Page Hello gcustomer01 Sign out Preferences Help S re gemalto Advanced You are in the STIM Customer Portal workspace Home New Request Reports Welcome to gcustomerl01gmail com on STil Customer Portal I Criticality of an incident Severe means 100 of users cannot use the service Serious means that a significant number of user fail to use the service due to the same issue Minor means issue not affecting the a
19. vailability of the service or issue affecting a small number of end users New features 1 email notifications sent for your own updates as well 2 email notifications may be sent to additional addresses by adding email cc in the Assignees tab at ticket creation People in cc will be notified about updates as well and by replying to email they can update the ticket NS Active Requests 9 1 1 of 1 hj 103354 31 07 2012 Tests with new summary Cus tomer res pons e for the second email with new summary Customer i mos 28 gt days ago On Tue Aug 7 2012 at 11 42 AM STIM V2 Production lt stim gemalto c om gt wrote responded Duplic ate message more STiM Self Service User Guide 6 Submit new call Call creation page New Re quest You can submit a new support request The following fields should be filled in e Summary The title of your call must be a concise description and summarize your issue This title could be modified by the Support Team to match the Knowledge Database requirements Criticality Enter the criticality you identified The support team will validate the level with you for SLA e Region Customer Name Filled in automatically Please contact Support if this information is missing e Product Information Select the Gemalto product that is affected by the support request using the popup window
20. ve O Range O Empty Time created between 9 ana 2400 m Age greaterthan MG Joavsand O HOURS ol Date Closed 6 Goto the Run tab and press Go Formatting Ticket Criteria Advanced Criteria Click here for help on saving and printing report data G 60 Please be patient this may take several minutes if your report includes many Tickets For more information or in case of any question please do not hesitate to contact your local Gemalto Service Delivery Manager SDM STiM Self Service User Guide 20 Troubleshooting Error List Support Troubleshooting If you have any problems with the Self Service STIM application please try the following suggestions Problem fam o O Verify URL In case of a persistent problem please mail the Gemalto Hotline The page cannot be displayed Error List Authentication failed during login Your login or password is wrong Reenter login and password In case of a persistent problem please contact your local Gemalto Service Delivery Manager SDM STiM Self Service User Guide 21 Submit new call via e mail You can submit a new support request via e mail as well Send an e mail to our e mail address stim gemalto com Subject of the e mail The subject of the e mail is the call title The title of your call must be a concise description and summarize your issue This title could be modified by the Support Team to match the Knowledge Da
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