TMDB Service Request Portal User Manual
Contents
1. SANTING GMAIL COM 10 06 13 14 46 02 Figure 12 Search for Service Requests Clicking on the Service Request number opens the record and displays all of the details associated with the Service Request View Service Requests Bulletins 0 GoTo Create Service Request V Search Solutions Service Request SR2354 ar For additional details about a field description place the cursor in the field and press Alt F1 Use the navigation links in the right to navigate the records or go back to the service request search Service Request I SR2354 Classification Path 21030000 21033200 Status NEW New Classification Description Application Data Asset 1000035 TMC 01 Generic Asset CAN 5 Summary problems logging on to TMCH tocon 1 TG Details Can not login to TMCH application Configuration item Configuration Item name E Target Contact TargetStat Target Finish Q Download Remote Diagnostics Agent Reported Date 01 07 13 15 39 22 Reported Priority 3 Figure 13 An Active Service Request Public document IBM 2013 Page 13 TMDB Service Request Portal User Manual Date 6 september 2013 Updates about action s taken with regards to the Service Request are displayed on the bottom of the screen Log gt 1 10f1 Created By Date Summary BOB S 03 07 13 10 38 44 Update assigned to Resolver group Figure 14 Service Request Update Overview Clicking on the word Update allows you to view2. question Company ICANN Country of residence United States Language English Figure 1 The IBM com Registration Screen You can modify your profile information by logging back on to IBM com using the URL below after registration https www ibm com account myibm profile do cc us amp lc en Public document IBM 2013 Page 5 TMDB Service Request Portal User Manual Date 6 september 2013 2 2 Request Access to the TMDB Service Request Portal After successfully registering on IBM com access to the TMDB Service Request Portal can be requested by filling out and submitting a self registration form this process takes three steps detailed below 2 2 1 Step 1 Download the self registration form Once you have obtained an IBM com account visit the ICANN website using following URL http newgtlds icann org en about trademark clearinghouse scsvcs From this page you will have to download a self registration form Select the link IBM Self Registration Form to download the form 2 2 2 Step 2 Fill out the self registration form Once you have completed the download the self registration form needs to be filled in In order to gain access Using the downloaded self registration form you can apply for up to five accounts complete a row in the registration form for each account requested Default Insert Site Environment INTRANET LOGIN ID FIRSTNAME LASTNAME PRIMARYPHONE PRIMARY MAIL Select the Paste
3. the details of the update View Service Request Log 29 View the service request log below Click OK to return Created By BOB 5SAP Date 0307713 10 38 44 Summary Update assigned to Resolver group Details assigned to Resolver group Application Hosting Services who are currently investigating the issues Figure 15 Service Request Update 3 4 Add Updates to an Existing Service Request You can add comments and additional details to an existing Service Request by clicking on the Update Service Request button and then the Add Log Entry button Fill in the Summary and Details fields and click OK Update Service Request Log 79 Update the service request log below Click OK to save the log Click Cancel to return your log will not be saved Created By BOB SAI Date 007 13 104254 Summary Update Details Hereby additional information about the issue Figure 16 Updating a Service Request As the Service Requestor you will get an automatic email notification from the Service Request Portal when creating a new Service Request and when the Service Request has been resolved Public document IBM 2013 Page 14
4. your account ID This The firstname of The lastname The phone number Autopopulated field For E558 this is instance where has to be the primary email the user of the user of the user ITD E558 the account will address for IBM personal rogelio fuerte ironmo rogelio fuerte ironmo 2558 prod untain com Rogelio JR Fuerte 1 858 499 1622 Ontain com ITD E558 ITD ES58 Open the downloaded IBM Self Registration Form xls and complete the following fields Environment enter ESS8 PROD INTRANET LOGIN ID enter the email address that was registered on IBM com FIRSTNAME enter your first name LASTNAME enter your last name PRIMARYPHONE enter an email address to which your service information may be sent PRIMARY MAIL same as INTRANET LOGIN ID Default Insert Site enter ITD ESS8 Public document IBM 2013 Page 6 TMDB Service Request Portal User Manual Date 6 september 2013 Default TIMEZONE SECURITY PROFILE ACTION REQUIRED COMMENT Customer The timezone of the use The employer the Select which Which action should be Paste any further comments here The value of ll time fields user is working for privileges should be performed by the user in the tool will be Must be IBM for all granted to the user administration on this converted to match this IBM personal account On ESS8 UAT preprod PROD please add comment Project Customer End Manager department Iron America Los Angeles TMC 01 User ADD new account Mo
5. 044HBn nenne nnnnn nenne nenne nenne nnennnennenenne nennen 8 Figure 4 The Service Request Portal OPNING 9 Figure 5 Creating a Self service Request cccccseeecceseeceeeeceeeeseneeceeeeseueessaeeeseusessaeeessueeesaeeessasessneessaeeeseneesses 10 Figure 6 Describing the Service REG 10 Figure 7 Attach a DOcument to a Service Request 1J arrnnnnnnnnnnrnnnnnnnnnnrnrnnnrnnnnrnnnnnrnnnnrnrnnnennnnrnnnnnrnnnssnnnnernnnssennn 11 Figure 8 Attach a Document to a Service Request 2 rrnrnnnnrnnnnnrnnnnnvnnnnrnvnnrrnnnnrnrnnnrnnnnrnrnnnrnnnrrnnnnnrnnnssnnnnernnnssennn 11 Figure 9 Attach a Document to a Service Request 3 rrmnnnnnrnnnnnrnnnnrrnnnnrnnnnrrnnnnrnnnnrrnnnrrnnnnrennnsrnnnnnennnsrrnnnsennnsennn 11 Figure 10 Reviewing and Submitting a Service Request rrnnrnnnnrennnnrrnnnnrnnnnrnnnnnrnnnsrrnnnrrnrnnrennnernnnnnennnrnnnnnennnseennn 12 Figure 11 Gheck on Service Requests aan 13 Figure 12 Searchfor Semice Regueste as aco a aae a eide 13 Figure 13 An Active Service Request ass eee 13 Figure 14 Service Request Update Overview uuanenuessennonennnnnennnnnnnnennnnnennonennnnnennenennnnennnnnnnnnnennennennnnennennennenennnen 14 Figure 15 service Request Update LT 14 Figur 16 Updating Service Reguestin n ea u u sne aa a Ea E kjen 14 Public document IBM 2013 Page 3 TMDB Service Request Portal User Manual Date 6 september 2013 1 Introduction This User Manual contains all essential information
6. Requests In the Start Center you can find all of the service requests that you have created Welcome Bob Santing UAT 0 Quick Links Searc lutions View Service Requests Create Service Request Figure 11 Check on Service Requests Using the screen below you can search for a specific Service Request or see a list of all of your Service Requests View Service Requests Bulletins 0 lt GoTo Reports Start Cen w Create Service Request Q Search Solutions Search for Service Request Use this form to search for service requests For additional details about a field description place the cursor in the field and press Alt F1 The icons located next to a field may be used to assist in choosing selecting an appropriate value for a field For alphanumeric fields use b Otherwise the comparison will be case insensitive and match partial text entries Service Request ef Reported Date From 7 Status PM Q Reported Date To 1 Affected Asset G nd Affected Asset Location GQ z Affected User q Affected Configuration Item Q amp Download Remote Diagnostics Agent View Service Requests D Fie gt i gia VM 01 202 Service Request Id Summary Classification Description Status Asset Location Configuration tem Name Reported By Reported Date gt Problems logging on to TMCH Application Data New 1000035 e SE BOB SANTING GMAIL COM 01 07 13 15 39 22 Problems logging on to TMCH New 1000039 BOB
7. Service Request Portal Login Screen Log on to the TMDB Service Request Portal using your credentials e User name your email address as supplied to IBM com e Password your password as supplied to IBM com Once you have logged on to the TMDB Service Request Portal the following screen will appear Welcome Bob Santing UAT Bulletins 0 0 Quick Links Self Service Quick Insert Bulletin Board V Filter gt Q Subject Message Post Date Expiration Date You do not have access to the selected actions Favorite Applications There are currently no bulletin board messages to view You do not have access to the selected actions Figure 3 The TMDB Service Request Portal Initial Screen Public document IBM 2013 Page 8 TMDB Service Request Portal User Manual Date 6 september 2013 To start creating and tracking your service requests click on the Self Service tab Welcome Bob Santing UAT 0 Quick Links Self Service Search Solutions View Service Requests Create Service Request Figure 4 The Service Request Portal Options 3 2 Creating a New Service Request SR To create a new Service Request click on Go to from the upper right side of your screen and Select Self Service then Service Request and then Create Service Request Sign Out Help Bulletins 0 GoTo Reports Start Center Profile Service Requests Service Request Manager Search C
8. Version 0 6 TMDB Service Request Portal User Manual TMDB Service Request Portal User Manual Date 6 september 2013 Table of contents 1 NTROPUGTIONS GE 4 1 1 OVERVIEW OF THE TMDB SERVICE REQUEST PORTAL cccsscceccesccsccecceccesceeccecceuceeccescaseusceescaecueceeses 4 1 2 OVERVIEW OF THIS USER MANDALS 4 2 SELF REGISTERING WITH THE SERVICE REQUEST PORTAL eeeevneevennevnnnnnvennnvnennnvennuenennnnennenee 5 2 1 GREATINGSNBM COM ACCOUNT ve 5 2 2 REQUEST ACCESS TO THE TMDB SERVICE REQUEST PORTAL scccscceccscceccecccccecceccescesseescaccueseuscs 6 3 USING THE SERVICE REQUEST PORTAL eseseevsnvvnnvvnnvvnnvnnvnnevnsvnnnvnnvvnnvvnnvvnnvnnnvnnnvnnnvnnuvnnvnnnunnnennnenee 8 3 1 LOGGING ON TO THE TMDB SERVICE REQUEST PORTAL sesrvvvnnrnnnvnnvrnnernnenrnennnvnnnvnnnvnnernnsnrnennnsnnnsennesnnene 8 3 2 CREATING A NEW SERVICE REQUEST SP as en ala len 9 33 GHECK ON SERVIGEIREOUES TS sa 13 3 4 ADD UPDATES TO AN EXISTING SERVICE REQUEST csscsecceccescceccecceccescucccuccscesceessscueceeseaseuscesens 14 Public document IBM 2013 Page 2 TMDB Service Request Portal User Manual Date 6 september 2013 Table of figures Figure 1 Lhe IBM com ReGistration Screen un Se ER eee 5 Figure 2 The Service Request Portal Login Screen u us 40400nennnnnenn nenne nenne nenne nenne nnnnno nenne nnennenennenenne nennen 8 Figure 3 The TMDB Service Request Portal Initial Screen u 44u04440
9. ce Group gt gt E mail bob santing gmail com En Service E Source SELFSERVICE Download Remote Diagnostics Agent Reported Priority 3Q Reported Date 01 07 13 15 39 22 Affected Asset Details Affected Asset 1000035 gt gt TMC 01 Generic Asset ICANN a Affected Configuration item Affected Asset Location amp Request Description Request Category Please enter a summary and a more detailed description of your Service Request Use this tion t se the best classification or grouping for this request You can do it filling the Classification or the Class Description fields Summary Problems logging on to TMCH Classification Path 21030000 21033200 Details Can not login to TMCH application Class Description Application Data Q Figure 10 Reviewing and Submitting a Service Request Attachments gt AB AEE Document Description BER BNL ESS8 User ID Administration Request IBM Cust v7 x 1 0 xIs To submit the Service Request click on the Submit button in the lower right side of the screen the screen below will display Service Request SR2354 has been submitted Record your Service Request for future reference Return to Start Center Create Another Service Request The submitted Service Request will be picked up by the IBM Service Desk and dispatched to the correct group for resolution O IBM 2013 Page 12 Public document Version 0 6 Date 6 september 2013 3 3 Check on Service
10. o rows to display Attach File Attach Web Address Link Figure 7 Attach a Document to a Service Request 1 To do this select the attach file button the following screen will appear Attach File 79 Add here any attachments containing information that could help us better attend your service request such as screen shots and error logs Display Name Description Specify a file Cane Figure 8 Attach a Document to a Service Request 2 Click on the Browse button and select the file you want to attach You will see the attached document in the service request window see below Attachments N TTE 1 1tef1 C Download ap Document Description 4124 BNL E558 User ID Administration Request IBM Cust v7 x 1 0 x15 Attach File Attach Web Address Link Figure 9 Attach a Document to a Service Request 3 Public document IBM 2013 Page 11 Create Service Request Use this form to fill out a new request for service When you are done select the Submit button below to create the record For additional details about a field description place the cursor in the field and press Alt F1 The icons located next to a field may be used to assist in choosin field Configuration Item Service Request SR2354 Configuration tem Name amp Reported By BOB SA Q i pe Affected User BOB SAN a Phone 0 Servi
11. reate Service Request View Service Requests Self Service Center Search Solutions Public document IBM 2013 Page 9 TMDB Service Request Portal User Manual Date 6 september 2013 The Create Service Request screen will appear Enter the information regarding the new service request into this screen Create Service Request GJ View Service Requests y Search Solutions Create Service Request Use this form to fill out a new request for service When you are done select the Submit button below to create the record field service Request SR2162 0 Reported By phone 2 OA E mail bose SOUTCE SELFSERVICE Download Remote Diagnostics Agent Figure 5 Creating a Self service Request Fields with a red star are required and must be filled in e Inthe summary field enter a brief description of the Incident e Inthe Details field enter as much information as possible regarding the Incident to help expedite a resolution Request Description Please enter a summary and a more detailed description of your Service Request Summary Problems on to TMCH Details can not login to TMCH application Figure 6 Describing the Service Request Public document IBM 2013 Page 10 TMDB Service Request Portal User Manual Date 6 september 2013 You also have the option to attach a document to the service request Attachments p 0 00f0 Document Description M
12. rocedure that will allow you to gain access to the TMDB Service Request Portal The self registration process consists of two basic steps e Creating an IBM com account e Requesting access to TMDB Service Request Portal by downloading filling out and submitting a form back to IBM via email This chapter provides a general overview of both steps 2 1 Creating an IBM com Account The TMDB Service Request Portal is based on the IBM Maximo software In order to access this IBM software you must first be registered at IBM com You can reach IBM COM using the following URL https www ibm com account myibm profile do cc us amp lc en amp page reg This will take you to the IBM registration page Enter your name email password and security information and click Register to submit the registration IBM registration My accounts My interests Create an IBM account today My community spaces All fields are required to complete this transaction My profile P First name Last name Joe Doe Related links Electronic services Stockholder services Email address This will also be your ID for signing in Joe doe ICANN org Passwords must be at least 6 characters in length Password Re enter password are are Please enter a security question that only you can answer Then enter the answer to the question Occasionally you may be asked to answer this question to confirm your identity Security question Answer to security
13. to make full use of the TMDB Service Request Portal It is intended for Registry and Registrar operators that have access to the TMDB system 1 1 Overview of the TMDB Service Request Portal When searching for answers on TMDB related issues questions may arise that go beyond the scope of the TMDB User Manual or FAQ The TMDB Service Request Portal allows you to request help with even your most complex issues Using the TMDB Service Request Portal you can submit your questions and issues online which are then routed to the appropriate member of IBM s support staff You can track the progress of your Service Requests right from the TMDB Service Request Portal web client Automatic notifications let you know when your Service Request is resolved or when more information is required 1 2 Overview of this User Manual There are three main sections e Chapter 1 Introduction and overview of this document e Chapter 2 Self register with the TMDB Service Request Portal This is a multi step one time procedure that will allow you to gain access to the TMDB Service Request Portal e Chapter 3 Using the TMDB Service Request Portal This section contains instructions for creating and tracking Service Requests Public document IBM 2013 Page 4 TMDB Service Request Portal User Manual Date 6 september 2013 2 Self Registering with the Service Request Portal Self registering with the TMDB Service Request Portal is a multi step one time p
14. untain escrow agent TIMEZONE enter your time zone Default Customer enter either TMC 01 for ICANN and Iron Mountain or TMC 02 for Deloitte SECURITY PROFILE enter Customer End User ACTION REQUIRED enter ADD new account COMMENT You may enter optional comments 2 2 3 Step 3 Submit the self registration form When the form is complete send it via email to the IBM Service Desk ICANNSD nl ibm com who will create an access Service Request SR Public document IBM 2013 Page 7 TMDB Service Request Portal User Manual Date 6 september 2013 3 Using the Service Request Portal This chapter describes the usage of the TMDB Service Request Portal It describes how to create and track service requests 3 1 Logging on to the TMDB Service Request Portal You can reach the TMDB Service Request Portal via the following URL https www ess8 uk smi ibm com 8452 maximo Please use Windows Internet Explorer 6 or higher or Firefox 17 or higher with the Internet Explorer add in inl software Welcome please enter your information password E ESS8 PROD IMPORTANT NOTE Sensitive personal information financial medical and similar information identifiable to an individual SHOULD NOT be entered into this system Quick Start Version Information Version 5 6 0 33 ESS8 PROD Date 06 07 2012 Copyright IBM Corp 2008 2011 All rights reserved See product license for details Figure 2 The
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