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MANAGED SERVICES ONLINE USER GUIDE - IN:SIGHT

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1. gt bee Barwlcde Managemen lee i onn feat DES di Drag j usioe Sew Clee abt YOUR TELSTRA TOOLS SUPPORT Phe LED 26 VIEWING REQUESTS ORDERS The Managed Services requests orders page includes a dashboard showing open and closed requests orders Blick an the tabs above the table to view open closed requests orders When the All requests orders link above the open and closed tables is selected you will see requests orders created by you and others as detined by your User Role You can filter the list to show just those created by you or for you by clicking the My incidents link The mast recently updated requests orders are shown at the top of the list sort the table by any of the other columns click the column heading To view the detail of a request order in the dashboard click on the reference number link listed in the Ret No column YOUR TELSTRA TOOLS HIM DEDE nun MANAGING SERVICES INCIDENTE SERVE BEPORTIMHI BEEFPSDURCES YOU PANULE Nest Home DeJ enng Buanaged Tenreces nequealaordera rena Maanged Services Managed Services requests orders reus s dini Managed Services requesisienders ets you check ihe ond status ef pour nequestelordera Way en abo trac ms A ymurieisiratonks commons Managed Senices requests orders dashboard Search Enie Referenc
2. Figure 29 Managed Services product support page To search for articles Type a keyword s in the search field 2 To refine your search click more options allow to search within Title Product Name Article ID or Body e Select either within any of these wards with this exact phrase without the word s created within dropdown e Select either All 7 days 30 days or Date range from the Within last dropdown 4 lick Search The search results will be displayed below the search field Search Ce TTA LE Tiz Artec 10 P hir kiaia body WEF B OU ate Hur phun Bie x AUTOR rhe rele remeg ari kl pera Figure 80 Advanced search for product support MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 30 EMAILING ARTICLES To email an article Glick the Email link in the upper right corner A new window will open Enter email address s separated by a semi colon in the Recipient s email field Enter a subject in the Subject field To remove attachments click the Remove link after the file name To send copy of the email to your email address click the Send me a copy check box Click Send A confirmation message will be presented Close the window to return to the article a M YOUR TELSTRA TOOLS Raising an incident n prahi wp Poste ard Hide dh et Hot able to raixe an incid T nyauti Vimus saula you c
3. to field enter the email addresses for individuals to receive notifications on updates to the incident You can enter multiple email addresses 18 Select the check box Add to watchlist to add the incident to your watchlist Id Glick Next The Create a new incident Step 4 and the final page will open Step 4 Review and Lontirm Review the information you have provided betore submitting your incident RAARIAACNR M ANAGED SER VIP NPYMA LU v ERVICES VIWwLO ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 4 Review amp submit Create new incident Step 4 This request might incur additional charges Please review the details of this incident and submit Required fields Service details Product service details Product offering CARRIAGE Issue Test Template MSR3 Service ID N3025598R Incidents details Incident details ncident description test Contact details amp notifications Requestor details Name FNAU2 LNAU2 Business phone 02 9999 9998 Mobile phone 0499 999 998 Business email address prasanna thirunarayanan team telstra com have read and accept the Managed Services Terms amp Conditions Save as draft Cancel and return to Managed Services incidents Figure Create a new incident Step 4 20 make changes to the information you provided do one of the following e lick the steps at the top of the page e Llick Edit e Llick Back 2l Click the
4. MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 25 SECTION 7 MANAGING SERVICE REQUESTS A service request can be a request to order a new product ar service change to a product or service cancel a product ar service or enquire about a product or service You can use Managed Services Online to track your service requests ACCESSING MANAGED SERVICES REQUESTS ORDERS To view your service requests orders 4 Access the Managed Services requests orders page by clicking the Urdering tab in the top navigation The Urdering page will open Llick on the Managed Services requests orders link an the Preferred applications tab The Managed Services incidents page will open PIETIPMILL EI YOUR TELSTRA TOOLS Preferred Other Current applications Tree fce ae See Dn Te RP Cae wh al MOBILE ORDERING amp MANAGEMENT MO4AM Be Cibus iH i qud PAi ag pet Pee Lie a IN NW thle 1 ee MANAGED SERVICES REQUESTS ORDERS Wie abe ee eed Peril Oe CPD iens rhe i reu Si ee Ec rl deere ORDER ONLINE cade Smile s4 fae sae an eth ies Fie F LET Bere Aq gunt vie dor Tionci brw mnc com poeta Cargar nimc Ege Sei Of your de Swe co dae foes meee mre chinpa fer sn v caulk Hore a Eee
5. 5 wisilxiliby your ations Ae pr Reed cur imtesi mews and featured updates from Your Telstra Tools NEWS re LE WE AN nears RESEARCH amp INSIGHTS TE SESS TE Sond Rire o ploring Gur wfvrbopapara and ease studies Accaournt execute Helen Micharlii AR Al do A mails 99909 Dog gt Comal Helen Benvicemmaunnmgement lead specialiat John Smith O25 DROG CUMH gt Crmail John Customer were celine ry O2 BEES BEBE CR Xue db cenit YOUR TELSTRA TOOLS SUPPORT EOD 111 222 c Fic 5 Fu Fr Figure 28 Help and Resources Tab MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 29 SEARCHING PRODUCT SUPPORT The Managed Services product support page enables you to search for support articles or view the mast popular articles for your company Telntra Horn SMS G CHICRPRIS X YOUR TELSTRA TOOLS Contest us Mort DLL IAG PAG I EHLIEFLOHT S FEL ESOH TENE CDL EL IK DOL Hite HLL b RESOURCES TOUR PROF fiome lisip amp resources Managed services predact mupqeert site anan help Orders updates Managed services product support Mana fried E Managed ane proli peor whew D fos saper X mule ane fired answers fe guod You can dame cheek veni
6. Figure 34 iPhone Digital Certiticate selection Upon successful login the following MSU landing page will be displayed From here you can navigate by selecting the gt or alternatively vie the menu at the top righthand corner of the page T Menu Welcome Incidents Open Incidents Watchlist Service Requests Orders Open Requests Orders Figure MSD iPhone Home Page MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 33 Menu gt Home gt Open Incidents gt Watchlist gt Open Requests Orders gt Logout Close x Figure 36 MSO iPhone Menu List 4 To view Open Incidents or Incidents Watchlist The Managed Services incidents page includes an incident dashboard showing open tickets or the incident watchlist a personal list you have created online You will see incidents created by you and other users as well as incidents created by Telstra Tickets are sorted by Incident priority Red Critical Orange High Yellow Medium Green Low A summary of ticket details are shown on the dashboard including Ticket number Service ID Issue and Priority indicated by symbal Up ta tickets are displayed initially and more can be selected by pressing more at the bottom of the page A Maximum of 20 tickets are displayed Attachments part of a ticket are not viewable on these devices T Open Incidents INC000000169799 Service ID N3713210R Issue Test Templa
7. MSD IPad Footer Figure 04 MSO iPad Log Dut Confirmation Figure MSO iPad Log Dut In Progress MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 41 WIDGET A Widget is a graphical user interface to MSU a company s Intranet The Widget resides on the company Intranet where the company wishes to load and users can then access on their desktop computer to track Incidents and Service Requests Orders The Users company IT department determines wether they wish to use the widget and they then install as per Telstra provided guidelines installed all ar nominated users will see the widget and be able to utilise Each User will need to Login to see the MSU information relevant to their company and user profile A short instruction manual is available for the IT department to create and access the Widget on their Intranet page To access Managed Services as a Widget on a company s Intranet Locate MSU Widget on your Company Intranet and enter Login Credentials Use the same credentials far Your Telstra Tools including User Name Business ID and Password or if you use Digital Certificate select from the list Dogin inforenabor Wer bee mpk demon ceodt don DP end Duo modi en annuas Lh poesia poles mci se iom Pee m en DeC Dec tak ams Fre mega FRH Deckung confe 3
8. hes CARMEN JACK SON TETTE 1 000000165965 Sarvicm ID 371243 Temple Issue MSR3 Priority High Status Assigned i 2 Created ene CARMEN Dp JACKSON SLA Target ponz Resolution Dd 03 34 rOn Last Update 0203 43 Praduct Offering Personal incident Ref PIRI Jo view Service Request Urders This iei ELCORLHy cones tha alil i ama noc able se lg aes mn lala ini mmy p b action 1n Hes thanks m please od the daimis attached here wih Sir i know how CARMEN JACK SON ore 2012 z nat fposd by end of the day 18 ix besi date please ignper Tha is gonna be zenpus prabiam me it CARMEN JACKSON NDAD 12 his is beet deta plese inre Thes m gonna be sanus problem for me Ht is nat by end of the day CARMEN JACH SON PD TZ D miang my request and perk ny miel rejas mo that d wr be easier for you in contact me or dunt contact me 5 regovrang Iis imme pease fied my coctact details Ahar for Figure bl MSU Widget Incident Detail Service Requests Orders will display tickets as per your company and individual user role This includes tickets you may have created have you listed or you are authorised to view A summary af ticket details are shown on the dashboard including Ticket number Category Status SLA due date and Service ID if valid Up to 4 tickets are displayed ini
9. 02559 DATA CARRIAGE ISSUE 25H1 20 19 t N3025598R DATA CARRIAGE ISSUE 251 201 0754958086 EHP M Temps 25 11 2013 2040 EST mawe N3025598R Test Tempiate MER 251 2013 19 54 EST Figure 21 Managed Services drafts page Ta camplete the draft and submit as an incident Access the Managed Services incidents drafts page 2 Llick the Edit link in the Actions column in the table The Create a new incident Step page will open 4 Follow the steps in Section 4 Creating a new incident to complete the information required from steps ta 4 and submit The information in your original draft will be updated and an active ticket created a draft is submitted it will no longer appear in the list Deleting Drafts To delete a draft incident Access the Managed Services incidents drafts page 2 Llick the Remove link in the Actions column in the table INCIDENT TICKET STATUS A ticket status will be displayed for each Incident on the Incident detail providing an indication of progress and the current activities being performed MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 21 STATUS DESCRIPTION Assigned The incident ticket has been created and is awaiting diagnosis In Progress The ticket is in progress and being actioned Pending The ticket is pending further information There are a number of examples for pending status including Awaiting customer information Site Acc
10. Managed services Oo AdevEon your Incidents The Hiatus c4 pour open a i EE NEWS eae 3134 E ipe 1 beber cuum 1 ina 3 Speers gt l organas m d 1 See ng neus D Servic rrarragpeerreenrii lead mparcaalimt emn Emm manna gt Cumstomar service chadivenry mum mana YOUR TELS TRA TOOLS SUPPORT HD 344 227 Research a Figure B Incidents tab MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 11 VIEWING INCIDENTS The Managed Services incidents page includes an incident dashboard showing open closed and draft incidents Click an the tabs above the table to view open closed and draft incidents When the All incidents link above the open and closed tables is selected you will see incidents created by you and other users as well as incidents created by Telstra far example a proactive alarm You can filter the list of incidents to show just those created by you or for you by clicking the My incidents link The most recently updated incidents are shown at the top of the list To sort the table by any of the other columns click the column heading R TELSTRA TOOLS HOME ORDERING MANAGING SERVICES INCIDENTS SERVICE REPORTING COLLABORATION gt incidents gt Managed Services incidents Managed Services incidents INVOICING HELP amp RESOURCES Qs Contact Us YOUR PROFILE Your managed services
11. Other applications IP foley Chreborsum Spe acres ine eiid yiu Pah ceo Po py Cer Ie Preteen Gps in Duces TELSTRA DESKTOP MESSAGING SS dena RS a bani peel Crees EOS cms bere mea wees IF eed Dee Cesk MEE Sk hy Oy SE deed De eT 4 W EPy 2H eee Gey do ane ee pee chew c HOEGE AN E TELSTRA INTEGRATED MESSAGING POWERED BY SOPRANO opted woh home golibeon trust Tinie inbingrmaBed Liming Pore ty opremo TIRA in vicus fe uum icr eto iare a usen Bur peer Ol rmrenuucwgew REE red merrell ee ee ee rem cun Liseor Wolne and data haAanaged services orders requestis orders ease um c n Prepara au 1 Hi Alf Lauri E a 4 esa EH comme gt WR uiye nil meric rial der Li awrtrurs ina Figure Za Ordering tab MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 TROUBLE REPORTS Vo Saar UPDATES pma WELLCOME Bemir Pa Gie If Manager m ie ee Aull haan be ae as TT a Tings Your Dicia authorise idi Fang fu n oe a LINE CHAT LINKS ply WE 2 Tee eT WRT air YOUR TELSTRA CONTACTS AT Heien wil D
12. Tickets are sorted by priority from Critical to Low Up ta tickets are displayed initially and more can be selected by selecting page number or gt top move to the next page or gt gt to jump to the last page A Maximum of oU tickets are displayed Attachments part of a ticket are not viewable on these devices Telstra Managed Services Online x Back Open Incidents INCOO00001697499 Critical Test Template data Mobile nat INCOOO0000169800 High Test Template MSER3 INCOO00000169798 High Test Template MSR3 INCOOO0000165965 High Test Template MSR3 INCO00000161197 High Test Template MSR3 12345678910 Figure 60 MSO Widget Incidents 4 To view Incident Ticket details select the gt beside the ticket you wish to view A new window will open The Incident Description is default closed To show press the The first Activity Log is expanded in full to view further details select gt to collapse MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 43 Attachments part of a ticket are nat viewable on these devices Unly Activity Logs are displayed to view a full list the user will need to log into full MSO To close this window select Incident Description o Activity Log cay tias 1E recen ache ica CARMEN JACK SON 127172012 Ret FOU perse piaia me an ches incident i was Dt Busy cabira see your updates m moy maf ab please
13. zyum Incident details 0 Managed Services incidents Figure 72 Incident detail page UPDATING AN INCIDENT Ta update an incident Access the Incident detail page 2 your comments in the Comments field under the Activity log Activity log Please add your comments attach your file s Comments Attach file would like to upload a document Browse Suggested file types are image file types JPEG BMP GIF or TIF Word Excel and PDF A virus check will be performed upon upload which may take a few moments Attach another file Figure 73 Add comments to the activity log Glick the check box would like to upload a document box to browse for the file on your computer MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 23 4 Click Submit Comment Comments you have submitted or communications fram your Service Desk will be visible in the Activity log CANCELLING AN INCIDENT To request to cancel an incident Access the Incident detail page 2 Llick the Would you like to cancel this incident link 4 Enter the reason why you want to cancel the incident in the Reason field 4 Glick Submit CL bei Figure 24 Reason for incident cancellation The ticket will not be cancelled immediately The Service Desk will action the request and cancel or advise any implications MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JAN
14. Service reporting View Service announcements outages activation and assurance repons Your profile Manage your profile and settings INVOICING ORG out Welcome Helinda Contact Us HELP amp RESOURCES YOUR PROFILE UPDATES New updates WELCOME Belinda Cole IT Manager OfficeMart Your online role 5 Administrative user Update your profile Manage your users Your OfficeMart authorised representative David Brown 02 9999 9999 Email David LIVE CHAT Cha assistance e QUICK LINKS Voice and data orders Managed services Managed services incidents requests orders View and your voices Company name The status of your open The status of your open Place and track orders for voice data x incidents are represented product orders and service and IP To view fuii list of orders di ae eran access Report a new problem with your mobile select from status voice or data service Assigned 5 Planning 7 AGC your quic ATUS SUE em Progress 3 in Progress 7 aic R T 0 li Compete 60 Bl Resolved 6 B coros NEWS View al t View all Service completed within last 90 9 View all incidents RNN En SANY cr 10 05 2011 requests orders gt days Get visibility of your 1eiecommunic ations Personause your homepage N spend across you organisation See news YOUR TELSTRA CONTACTS Account executive Helen Michaels 0
15. 177122108 1C000002163798 MITIIZR INCO000165965 321243 1NCOO0000161197 t300t08 1900000214722 N371321 6R 18C009001165543 N9013562R 1NC000000165528 tatg 1NC0000001656539 NGT13210R INC000000165544 77122108 Menuv Test data Mobile Test NSRO Test NSR Terpine Test NSRG Test Tempane NSRS DATA CARRIAGE ISSUE CSCO ISSUE NOT HANDSET DATA NETWORK ISSUE DATA CARRIAGE ISSUE Showing 1 10 of SO results oc be Tenera Corporetun 701 Ved 205 wem con aLe Not CARMEN i Mar aye Puno Oo Tear Figure 48 MSO IPad Incidents Dashbaord o view Incident Ticket details select the gt beside the ticket you wish to view More details are accessible as you scrall through Where the symbol you can collapse expand this section to view more details MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 39 T Managed Services Online Menu incident Detail AGO Incident Description Acthelty Log auum 1 an tor DANNIN Lee PIS NADA AEE BL I dua LI c GDA le a Bi CARAT ACEH T 4 Figure 20 MSO IPad Incident Detail B view Service Request Urders Service Requests Orders will display tickets as per your company and individual user role This includes tickets you may have created have you listed or you are authorised to view A
16. REQ000000025698 Request Order Description Status Plannin ica gt Activity Log Created 29 05 2012 19 24 02 Displays only the 10 most recent logs E CARMEN JACKSON CARMEN JACKSON Y Ca CONFERENCE Equipment 15 07 2012 tegory Relocation can you please update me on this incident i was bit busy couldnt see your updates in my mail so SLA Due please provide details here Date 02 08 2012 20 17 28 Last update 29 05 2012 19 25 04 CARMEN JACKSON gt 14 07 2012 can you please update me on this incident i was bit busy couldnt see your updates in my mail so please provide details here Product Offering Telecommunicstions Services Conference Calling CARMEN JACKSON gt Dat ired 13 07 2012 e requi can you please update me on this incident i was bit busy couldnt see your updates i n my mail so 01 06 2012 please provide details here May i know how much more time it may take This can hamper my other plans and so i just want CARMEN JACKSON gt 13 07 2012 can you please update me on this incident i was bit busy couldnt see your updates i n my mail so please provide details here Figure 64 MSU Widget Service Request Urder Detail j To Log Dut There is no option for a user to logout for the Widget automatic time out will end the users session Automatic Logout ocurs after 20 minutes of inactivity and or after 2 hours of use re authentication will be required It will return to the Log In page automati
17. VERSION 3 0 JANUARY 2013 46 4 To test enter a valid login or alternatively test direct access via the Internet Browser Using hitos yourtelstratools telstra com enterprise yourtelstratoals Using a Widget and Digital Certificate Telstra com and Telstra cam au should be added to allowed sites to use cookies In order to achieve this on your IE browser go to tools gt intenet options gt privacy tab and click on sites Inter Uptions content Connections Programs Advanced Settings g Select a setting For the Internet zone Blocks third party cookies that do not have a compact privacy policy Blocks third party cookies that save information that can be used to contact you without your explicit consent Restricts first party cookies that save information that can be used to contact you without your implicit consent Import Advanced Default Pop up Blocker Prevent most pop up windows from Settings appearing Turn on Pop up Blocker InPrivate val not collect data for use by InPrivate Filtering Disable toolbars and extensions when InPrivate Browsing starts OK Cancel Anny Figure 67 Create Allowed Sites Enter addresses of website Telstra com and Telstra cam au and select allow to use cookies and select cookies These will be added to the Managed Websites list Per Site Privacy Actions X M Manage Si
18. check box have read and accept the Managed Services Terms Conditions Click the Terms amp Conditions link to read before accepting 22 Glick Submit The Create a new incident Complete page will open confirming your submission Lreate a New Incident Complete The contirmation page is displayed once you submit your incident Note The incident ticket number will not be displayed immediately but the incident has been submitted There is a slight delay retrieving the reterence number fram the system To view the reference number refresh the page or return to the incident dashboard The reference number will automatically be displayed HOME ORDERING MANAGNGSERMCES INCIDENTS SERMCEREPCRTING COLLABORATION INVOICING HELP amp RESOURCES YOUR PROFILE Print this page Managed Services incidents Create a new incident Complete I Create new incident Watchlist Your incident has been submitted and is being processed Your reference number will be provided to you through your selected notification method and once assigned your incident details will be automatically updated online View incident details Status Submitted Incident description test Product offering CARRIAGE Date created 26 11 2013 15 05 EST Issue Test Template MSR3 Created by FNAU2 LNAU2 Service ID N3025598R Source Portal Return to Managed Services incidents Figure 20 Create new incident Complete Cancelling an Incident without Submitting Yo
19. 2 9999 9999 Email Helen Service management lead specialist John Smith 02 8688 8888 o Emal Jonn Customer service delivery 02 8888 8888 View all contacts YOUR TELSTRA TOOLS SUPPORT 1800 111 222 Research insights Frequently asked questions Contact Your Telstra Tools Support Help Your Tetstra Tools Terms of Use Fallow Us Existing Customers Coatact Us Corporate Legal info Ltj Twitter Login or Register Your Suggestions About Telstra Privacy Ej Facebook Pay Your Complaints Telstra Wholesale Our Customer Terms a Googles Pre Paid Recharge Compliments Telstra international My Offer Summary T cog international Roaring Telstra Support 1800 333 332 Big Pond Terms of Use Figure l Ynur Telstra Tools home page Help and Resources contains to Your Telstra Tools and application support content including user guides and FAlls Your Profile allows users to manage their profile and user settings across all applications You can elect to receive notifications by channel of choice for different types of changes MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 RECEIVING NOTIFICATIONS MSU notifications via email and SMS provide status updates to users as tickets progress through to completion You can always track ticket progress online via MSU To change your notification preterences for updates on incidents Access the Your Profile page 2 Llick the Notification amp alert set up link in the Sele
20. AGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 4 Type your Username Business 10 and Password and then click Login ar alternatively via digital certificate At enrolment you can choose to use either Username Business id and Password elstra currently uses industry standard encryption technology to protect the security of your private information including your account details and your password You can reset your password at any time whilst logged in to Your Telstra Tools Utherwise your managing user can reset your password at anytime for you and can reset their own passwords Digital Certificate A digital certificate provides added security as it confirms the identity of both your computer and your Telstra account details Furthermore it has a set expiry schedule to provide an additional level of security and to ensure that Telstra s online services details remain up to date Telstra digital certificates have a 3 year lifetime fram the date of download When your digital certificate is about to expire you will be alerted through Your Telstra Tools to obtain another digital certificate and maintain your online access Telstra will provide the Digital Certifcate as part af Enrollment SECTION 3 MANAGING INCIDENTS An incident is an event that has disrupted a service or impacted service perfarmance so that the service needs to be restored to proper working order You can use the Managed Services Online portal to report inciden
21. Incident description Test Test incident Test Test incident Creation for AMCOR Updated trom Smec end Msop Regression testing Test Notes Test for normal Portal create PE TCOS Regression in UATC Test tor 8210 Figure 7 Managed Services incidents page Ta view the incident detail of an incident in the dashboard click an the incident reference number link listed in the Ref No column MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 12 MI Co A M M s YOUR TELSTRA TOOLS Contact Us HOME ORDERING MANAGING SERVICES INCIDENTS SERVICE REPORTING COLLABORATION INVOICING HELP amp RESOURCES YOUR PROFILE Managed Services Home incidens Managed Services incidents incidents a Incident detail Print this page Reference No INC000000146973 Status Assigned Would you like to Cancel fnis incident Priority Medium Progress Assigned Pending Closed Product offering DATA AND DATA APPLICATIONS Date created 16 04 2012 15 30 EST issue DATA CARRIAGE ISSUE Last update 16 04 2012 15 31 EST Service ID N3025598R SLA target resolution 16 04 2012 1530 EST Raiated incident s Created by NITIN SINGH Personal incident Source Portal reference Add tnis incident to your watchlist Would you Ike to Duplicate and create a new Incident Activity log Please add your comments attach your file s Comments Attach f
22. MANAGED SERVICES ONLINE USER GUIDE OCTOBER 2013 VERSION 3 0 Managed Services Online User Guide Version 4 0 Telstra Corporation Limited ABN 33 Dol 778 2012 All rights reserved This work is copyright Apart from any use as permitted under the Copyright Act 1966 information contained within this manual cannot be used far any other purpose other than the purpose for which it was released No part of this publication may be reproduced stored in a retrieval system or transmitted in any farm or by any means electronic mechanical photocopying recording or otherwise without the written permission of Telstra Corporation Limited TRADEMARKS ACKNOWLEDGEMENT Words mentioned in this that are known to be trademarks whether registered or unregistered have been capitalised or use initial capitals Terms identified as trademarks include Ciscoll Microsoft Microsoft Windows Applen AirPort Mach Linksys MANACEn CEDVICEC ANILINE ICED CIIInE VEDCINN 2N IANIIADVIN12 MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 WELCOME TO MANAGED SERVICES ONLINE Managed Service Inline MSU is the fast easy way to manage your Telstra Managed Products and Services MSD allows you to interact with your Telstra Managed Service Desk online across your contracted products and services far Incidents Service Requests and How To Support This guide will help you navigate and complete critical
23. NCIDENTS SERVICE REPORTING COLLABORATION INVOICING amp RESOURCES YOUR PROFILE Your details Home gt Your profile gt Notifications Notifications Receive notifications when there is an update or announcement Select the item you want to receive notifications about by clicking on your preferred method s of receiving them Your quick links B Notifications Your display settings Manage your users Notifications will be sent to the email address BelindaCole officemart com and or mobile phone number 0450364921 If you elect to receive SMS notifications please ensure your mobile number is entered To change your contact details go to Your details Please note that this notification service relates only to online self serve capabilities being provided to you through Your Telstra Tools Some systems provided via Your Telstra Tools manage notifications separately Item SMS Email Your Telstra Tools Contact guide F IP Gateway Planned outage notifications Contracts Contract or supporting document added to Under negotiation Feedback added to Under negotiation Under negotiation or variation contract finalised e Contract or supporting document added to Finalised Manageg e Incidents updat
24. OR DUPLICATING AN INCIDENT MANAGING SERVICE REQUESTS MANAGED SERVICES PRODUCT SUPPORT ACCESS OPTIONS TO MSO MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 10 14 22 24 25 29 32 SECTION 1 MANAGED SERVICES ONLINE OVERVIEW Managed Services Unline MSU is the fast easy way to manage your Telstra Managed Products and Services MSU allows you tn interact with your Telstra Managed Service Desk online across your contracted products and services for Incidents Service Requests and How Support You may use MSU in addition to communicating with the Service Desk by phone SMS fax or email Note The phone remains the best way to report high impact and critical issues to Telstra Please call your Telstra Managed Service Desk with urgent ISSUBS WHY USE MSO Managed Services Inline offers e Convenience You have online access ticket and knowledge articles as you need e Accessibility MSO gives you around the clock access to your Telstra Managed Services Desk e Productivity Save time with unrestricted access to online services e Self Help Reduce the time and need to call the service desk for routine and common enquiries Features include e Greate and track active incidents e View closed incidents and re raise or duplicate tickets e rack and view service requests e Dashboard of tickets including ability to create your own watchlist e Precise search function to locate raised ticket
25. S ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 Ts Contact an the go via your Pad er Jual copy bee URL ints your Pad oF summary of what the ticket is for 21 SERVICE REQUEST ORDER STATUS A ticket status will be displayed for each Service Request Order detail page providing an indication or progress and the current activities being performed STATUS DESCRIPTION Planning Assigned The request order ticket has been created and is awaiting action Pending The ticket is pending further action There are a number of examples for pending status including awaiting customer information site access required and pending equipment deliver In Progress The ticket is in progress and being actioned Completed Closed The request order is complete Cancelled The ticket has been cancelled and no further action is required MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 28 SECTION 8 MANAGED SERVICES PRODUCT SUPPORT Managed Services Online provides access to knowledge articles as part of Telstra s product support hese self help articles contain user guides and troubleshooting procedures to maximise the benefit fram your Telstra business productivity tools including messaging setup of telephony features call forwarding handset setup and more The Managed Services product support page provides a list of the most popular articles used within your company This is a quick li
26. UARY 2013 24 SECTION 6 RE RAISING OR DUPLICATING AN INCIDENT RE RAISING AN INCIDENT f you are experiencing a reoccurring fault an the same service ID of a previous incident you can re raise and submit the fault as a new incident The re raise an incident option lets you create new ticket with the information from the original incident populated The re raise option is only available on closed tickets re raise an incident Access the Incident detail page 2 Glick the Would you like to re raise this incident link The Re raise incident Step page will open 4 Follow the same steps far creating a new incident to submit the ticket Note The Service details are not editable but you can update or change the other information populated fram the original incident DUPLICATING AND CREATING A NEW INCIDENT To save time when submitting incidents use the Duplicate and create a new incident option When you duplicate an incident the information from the original incident is copied to the new incident You can duplicate open or closed tickets Note You can update or change any information copied fram the original incident To duplicate an incident l Access the Incident detail page 2 blick the Would you like tn Duplicate and create a new incident link The Duplicate and create a new incident Step page will open 4 Follow the same steps far creating a new incident to submit the ticket
27. ated Updaied description bi Awa nare N3024799R BHP IM T Tobeassig Sudmmes FNAUZUN 25112012 122123 emglate Aue 2101 EST 4200000 DATACAR Medium Ciasad FMAUZLN 06 11 2013 Test 9105704 RIAGE ISS A2 22 10 EST F INCO0000 DATACAR Assigned FNAU2ULN 050112013 Test2 0180778 RIAGE ISS ALD 1429 EST UE ES Figure 9 Watchlist page MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 13 To search far incidents in the watchlist Type a keyword s in the search field 2 Select either Reference number Service ID Issue or Created by fram the dropdown list 4 To refine your search click the Mare Uptions link e Select either All Assigned In Frogress Pending Resolved Closed or Cancelled from the Status dropdown e Select either All 7 days 30 days or Date range trom the Within last dropdown 4 Glick Search The search results will be displayed below the search field Adding Incidents to the Watchlist To add an incident to your watchlist when creating a new incident Follow the steps in the Creating a New Incident section 2 Llick the check box Add to watchlist on the Create a new incident Step page alic del gels yrs nean Bc rr ey ee Se Se oS eS Cee Cae go LE Figure 0 Notifictions details To add an incident to your watchlist after you ve submitted the incident the Incident d
28. cally MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 WIDGET INTEGRATION REQUIREMENTS CREATION The following instructions are far the Company IT ar Intranet administrator in creating the MSU Widget within their Intranet Specitications for the Widget are The Widget will consume 246px width and 348px height on the portal 2 The widget needs users to have access to the internet 4 Users will need to be enrolled to MSD to successfully lag into the Widget Steps to include a Widget on the Intranet l Identify a placeholder Identity a placeholder minimum 246 px 340 px far MDA on your portal 2 the html below amp paste into the placeholder lt iframe name mdaWidget width 246 height 340 src https yourtelstratools telstra com enterprise yourtelstratools msomda scrolling no onload javascript Load Frame trameborder U id iframeid style margin left BHpx margin top I2px gt lt iframe gt 4 Publish the page inPormabor pence perce beckon Recon rca mim priscae mod be macati wu Amsa ji ue eum mm linis LGR luf phat ee AU Pub Litem Figure Example MSO Widget on an Intranet C Internet Explorer car What you can try Diagnose Connection information Figure MSO Widget where there is no Internet Connection MANAGED SERVICES ONLINE USER GUIDE
29. ct Notifications and Alerts section Business Governed A T BUSINESS amp ENTERPRISE YOUR TELSTRA TOOLS BICI HIP Hire Pergonal HUME URDERING MANAGING SERVICES NODEN S SERVICE MNG COLLABORATION FOR ORDER ONLINE Your details you are able to change your personal details including amp Change your contact details and secret gaa Change your password Review your applsc aon access Qe View accounis amd senteg Manage yaur users In ihis section administrators and authorised representatives manage user access ng the Tosiewing View amp edit user delails Move users io a new manager Create new user e Create muliple users spreadsheet upload Exporn me user reirarcmy Replace the authorised representative YOUR QUICK LINKS You able to sel up your own links ba commonly used pages for quick access You can have Tian of sax quack links and can delete and change them al any lire Go to Your quick links set up NOTIFICATIONS amp ALERTS Chote hos you wei Tie To De kepi up To Manage your settings to nective emails and SMS URGES whin important documents change gr nete sans arra Go lo Mobic ation amp alert ser up DISPLAY SETTINGS Customise your nome page dispniay to show tne most important information for yol Go Io Disphay seiras Figure 2 Your Profile page 3 To receive email notifications click the check bo
30. d tig Poor ri cierran Raban o Decan 100 d NAR mr YOUR TELSTRA CONTACTS Figure l Email an article PROVIDING FEEDBACK ON ARTICLES To improve the quality af articles and service from Telstra you can rate the quality of articles and provide additional comments To send feedback you must select a rating but further comments are optional Ta provide a rating and feedback 7 Select a radio button far a rating fram to 1 being poor and being excellent Type your feedback in the Further comments field Click Send Feedback Hirm mec yeu rate Chee of Uhre condat Peer Figure 37 Rating and providing feedback MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 31 SECTION 9 ACCESS OPTIONS TO MSO Device specific access to Managed Services Unline provides a relevant user experience considering mobility purpose and company IT T policies Managed Services Unline can be accessed via any mobile browser However a specitic design has been created for iPhone and iPad to provide the best mobile experience In addition the iPhone iPad and Widget to track ticket progress and status only if you need other MSU functionality access to those features are via the standard Internet site MSO can be accessed via Internet via Attp www telstra com au business enterorise and lag inta Your Telstra Tools IPhone at Attps yourtelstratools telstra com ente
31. e Numba I EM Open Choaed 1 5 08 5 open Series nequeatsirders Bet hio Cabegory Biatua r Dade eral a bee iy ENABLE PORT Panj PAL Wyss 1371172013 16 23 EST 18 14 OST MACD _ PORT FRLALIZ 1313 2013 13 43 2052 iba LN 097 T AU BA MACO EHABLE PORT In Frege an FHALIZ 129112812 12 11 2213 15 248 EST 16 44 5T MACH ENABLE PORT C rselatent FMALIZ 1921120019 LRALIJ 18 30 18 38 EET IMACO EMABLE PORT Pha 1371102015 1371172013 100 5 Lh 60 23 EST on LST Figure 26 Managed Services requests orders page VIEWING SERVICE REQUEST ORDER DETAIL The Managed Services requests orders detail page provides a summary of ticket detail including ticket status and service level plus communication history in the Activity Log YOUR TELSTRA TOOLS Qs Contact us Managed Services requests orders detail Reference No REQ00000003028 1 Status n Progress Progress Dares Penang in Progress Product offering Tetecommunicatons Services Date created 913 5 Last update 013 EST Type P Pert SLA due date 210112913 16 37 T Product Category BA MACD NALA PORT Date required Requested by FNAU2 LNAU2 Sowrort Activity log Requests orders descnpbon F S beei Figure 27 Managed Services requests orders detail page MANAGED SERVICE
32. ec bas pobre ceri pica chp Tas mayr hirziong cumin memes Mugs gt ad b Tea ae AMA Pere gemere Fig berawa hie d ng gt threats es 1 mine c dies biena thes Ard log pei iali ee ded bant ihid madera Wore mischa nie amd hl yew mooti uua uegusnri y subed quadr Miss adi prebere n Nora Pan Me bra Figure MSO Widget Digital Certificate Selection and Password MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 42 2 Upon successful login the following landing page will be displayed From here you can navigate by selecting the headings x indicates the number of open tickets tor Incidents or Requests Urders Telstra Managed Services Online Open Incidents 50 Open Requests Orders 50 Figure 83 MSO Widget Page 4 To view Upen Incidents or Incidents Watchlist Incidents will display tickets as per your company and individual user rale This includes tickets you may have created have you listed or you are authorised to view he Incident Watchlist is the personal list you have created online A summary af ticket details are shown on the dashboard including Ticket number Service ID Issue and Priority indicated by symbol
33. es requesW orders updates ice announcements e Contract document Emergency outage a Miscellaneous document E e Monthly activation report update P Monthly assurance report update F Serice announcement Your shared documents Miscellaneous project management document e Project management customer acceptance report Project management plan Project scope document Project score card completion reminder Project status report Service improvement plan updates Cancel and return to Your profile Figure 3 Notitications page For information about Your Telstra Tools and MSO enrolment and user roles please see MSU Enrolment User Guide OTHER INFORMATION Each Your Telstra Tools session remains active far up to 2 hours or 20 minutes of inactivity whereby you will be presented with the login page to re authenticate yourself MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 SECTION 2 ACCESSING YOUR TELSTRA TOOLS AND MANAGED SERVICES ONLINE Impartant information You need to be registered to use Your Telstra Tools to use Managed Services Unline For information on registration to Your Telstra Tools visit www telstra com au business enterprise account ser vices your telstra tools index htm To log into Managed Services Unline Visit the Telstra Business Enterprise home page a
34. ess Required and Pending Equipment Delivery Resolved The incident has been resolved Closed The incident is resolved and closed Tickets are automatically closed 14 days after resolution Cancelled The ticket has been cancelled and no further action is required MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 22 SECTION 5 UPDATING OR REQUESTING AN INCIDENT BE CANCELLED You can provide further information an update about the incident to the Service Desk on the incident detail page a YOUR TELSTRA TOOLS amp Contact us HOME GROERING MANAGNGSERMCES INODENTS SERVICE REPORTING COLLABORATION INVOONG HELP amp RESOURCES YOUR PROFILE MeasQed Bervioes gt incidens gt Managed Services incidents b Incident detail E Preis page wencni s Reference No INC000000186784 Status Assigned Would you Ike to Cancel tnis Incident Priority Medium Progress 0 Assigned Pending Resolved Ciosed Product offering DATA AND DATA APPLICATIONS Date created 06 11 2013 2218 EST issue DATA CARRIAGE ISSUE Last update 06 11 2013 2218 EST Service ID SLA target resolution 06 11 2013 23 18 EST Related incident s Created by FNAU2 LNAU2 Personal incident Source Portal reference Add tnis incident to your watchlist Would you Ike to Duplicate and create a new Incident Activity log Please add your comments attach your file s Comments Attach file would like to upload a document
35. etail page 2 Llick the Add this incident to your watchlist link Removing Incidents trom the Watchlist To remove incident from your watchlist vie the cident detail page Open the Incident detail page 2 Ulick the Remove fram my watchlist link To remove an incident from watchlist dashboard Glick the check box next the incident s you want to remove 2 Glick the Remove fram my watchlist link If you remove an incident fram the watchlist you can still open and view the details page fram the incidents dashboard SECTION 4 CREATING A NEW INCIDENT You can report issues that you are experiencing to the Service Desk by using the Create a new incident farm available on MSD CREATING A NEW INCIDENT To create an incident Access the Managed Services incidents page 2 From the links on the left of the Managed Services incidents page click the Create a new incident link The Create a new incident Step page will open Step Identity the Product ar Service that is Experiencing the Incident 4 Delect the relevant product category from the Product offering dropdown list LE YOUR TELSTRA TOOLS s Contact Us 1 S rdce detais h create new Create new incident Step 1 Please report any high priority mcddents to yout Managed Service Dess Progectservce details Please select Please select Figure Il Create a new incident Step 4 Select the issue tha
36. gital Certificate Telstra Corporation 2012 Visit Telstra com to access all Telstra online features Figure 46 MSD iPad Login Page bogin using Certificate Figure 46 MSO iPad Digital Certificate selection Upon successful login the following landing page will be displayed From here you can navigate by selecting the gt or alternatively vie the menu at the top righthand corner of the page Be Verl i Per cuni LT Marange accion t Peor Figure 47 MSO IPad Home Page MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 38 Figure 48 MS IPad Menu 4 To view Incidents or Incidents Watchlist Upen Incidents will display tickets as per your company and individual user rale This includes tickets you may have created have you listed or you are authorised to view The Incident Watchlist is the personal list you have created online A summary of ticket details are shown on the dashboard including Ticket number Service ID Issue and Priority indicated by symbol Tickets are sorted by Incident priority Red Critical Orange High Yellow Medium Green Low Up to ID tickets are displayed initially and more can be selected by pressing more at the bottom of the page A Maximum of ol tickets are displayed Attachments part of a ticket are not viewable on these devices Re No Service ID 1NC000000169799 NOTIIZIOR iNCOD0000163600
37. ile would like to upload document Submit symmen Incident details Return to Managed Services incidents Figure 8 Managed Services iincident detail TRACKING INCIDENTS USING THE WATCHLIST The watchlist is a listing af incidents that you have flagged to monitor closely and need easy access to You can add and remove incidents trom your watchlist at any time Incidents will remain in the watchlist until you remove them even when the incident has been closed You can view the incident detail pages by clicking on the reference number YOUR TELSTRA TOOLS fosfeno ORDERING MANAGINGSERVICES INCIDENTS SERVICE REPORTING COLLABORATION INVOICING HELP amp RESOURCES YOUR PROFLE Managed Senices Home incidents Watchlist inadents Create new indent Watc h ist D Wiatea st Your waichist allows you to create your own 0 in Ihe Managed services dashboard You may use this 10 montar high promy or important bckets in Mis separate New inckYents can be added to your watchast when they are created You can also track your incidents whilst on the go via your iPad or Phone Just copy the folowing URL into your ad or IPhone browser https yourtetstratoo s tetra comimsomda Search Enter Keyword wiin Please select Search More options To delete any tems from your select one more Checkboxes and click Remove from waltchist 1 3 of 3 results Bette Service lO lepue Priority Stabe Cre
38. incidents dashboard enables you to track existing incidents or create a new incident relating to a fault or a degradation in service You can also track your incidents whilst on the go via your iPad or iPhone Just copy the following URL into your iPad or iPhone browser https yourtelstratools telstra com msomda Incidents dashboard Search Enter Keyword Within Please select The tickets are the maximum number allowed to be shown Only 200 are shown Open Closed Drafts All incidents My incidents 1 10 of 200 open incidents View 40 Ref No ServiceiD issue Priority Status Created by DATA CARRIAGE Medium Assigned FNAU2 INC000000186754 Tobe Suom ed FNAU2 assigned LNAU2 reference DATA CA SE Medum Assigned FNAU2 1N 000000186776 SUE LNAU2 CDISSUECISCO Medum Assigned FNAU2 NCO000000186770 MONE LNAU2 9 Low Assigned Telstra 1N 000000184575 Low Assigned Telstra 1N 000000154563 e Hign Assigned Telstra INC000000184160 N7038363R Tobe Summed ABHIJIT assigned PATIL reference N7038031R amp Medum Assigned SIMON 1NCO00000147257 FOGLIANI NT7038363R ARRIAGE GMedum Assigned ABHIJIT 1NC000000147220 SSUE Search More optio per screen Pre Updsted 06 11 2013 2218EST 06 11 2013 1918 EST 06 11 2013 1429 EST 0411 2013 1226 EST 28 08 2013 1720 EST 01 08 2013 1559 EST 2307 2013 1538 EST 26 04 2012 1422 EST 26 04 2012 1025 EST 23 04 2012 2033 EST
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40. nk of articles that may be of appropriate for viewing ACCESSING MANAGED SERVICES PRODUCT SUPPORT To access Product support articles Access the Managed Services product support page by clicking the Help and Resources tab in the top navigation he Help and Resources page will open 2 Llick an the Managed Services product support link on the Preferred applications tab The Managed Services product support page will open YOUR TELSTRA TOOLS Ta Contact Us HOME ORDERING MANAGING SERVICES IFCSDIENTS SERVICE REPORTING ULL ABORATION PROFLE UPOAT ES upia FOR ORDER ONLINE qma cs IT Manager Cfficelliart YOU nlme role m FCS Leas 113582 Help C Update your profe Drowse help for assistance with Manage your usi Cinneralb cerva Your OfficeMart authorised Your profile representative Managing your ugar Gawi irons ea i Let DPRP tror v Irma Gavel Application help LIVE CHAT Bioware ep Pos wiin Live Chal aumsasianes fria ac are QUICK LINKS blc i gt Wh jr d WR ir Ww ue es atien Face amd track orders for voice dala ang e Repo A Mea pene with recur meines Ot cr dalan monica Managed services product support Managed services product support will mesh yoi D Add Edit your quickiin find fo your produci and service mses
41. nts search results 12 f necessary attach a file that relates to the incident You can attach one document with a maximum total file size of 4MB Suggested file types are image file types JPEG BMP GIF or TIFF Ward Excel and PDF Tn attach a file do the following e the check box would like to upload a document to browse for the file on your computer The file name will be displayed e the Remove link next to the file name if you do not wish to upload the file ar want to upload a different document I3 Inthe Personal incident reference field type in your internal reference system to track against your internal system 14 Click Next The Create a new incident Step 3 page will open Step 5 Lontact and Notitication Details Your details as the requestor will be auta populated from Your Profile k YOUR TELSTRA TOOLS Y Contact Us HOME ORDERING MANAGING SERVICES INCIDENTS SERVICE REPORTING COLLABORATION INVOICING HELP amp RESOURCES YOUR PROFILE Managed Services Dp create new incident Create new incident Step 3 Watchlist Please enter contact details if submitting this incident on behalf of someone else and how you wish to be notified of the progress of this incident Required fields Requestor details If you need to make any permanent changes to your contact details below please go to Your Profile Notification details If you need to make any permanent changes to your notification prefe
42. r WELCOME mos Poplar rtc iga Belinda Cola Vins CT A naps HESA TESDA IT Manager Omiceriart Search j A Gnana EH DE 2 our Aine Leer ha t ticl WR LIANA eun quce DE Manage your imer zl Cele quor Tomar weuwirCHTicaehn niartzautmorieserd Lp gan GAN Eora sy CC pas representative je vcr EUER Cod ael Dowd Brown GE MRL Due ical or ee rov proreu tour d gessi sry et ie Dsck A Ema Ds CIT ESITEI heo TIPOS EIE ge row pev prO CH NDS LDDEDE 7 LIVE CAAT DI DACH E uro NY 2 Live Chal assistance T wat PPI iow deo luta cenlarancdg fees orn my Hho QUICK LINES ew Oe atu cal Divericna cn AvA gor Wiii Jute pay your a PEE anG MATH OEE MOr YOS amad i XA Dame pro m wilh mshi Woes Of daln prvi c Oo year NEWS toto B Got visibility of your OJFWTILETIRC oe Spang wor Srna Tir am See all nens YOUR TELSTRA CONTACTS g AC GURE r halen Michasls E Ste Emai Heu Servic management isad apecialiet einn Amith PO S868 SABS a Emo Jonm Customer service delivery O07 nnam VR Wee ell contacts YOUR TELSTRA TOOLS SUPPORT TROGO 111 Zu xemedgncnm amp insighis Prequanth asked
43. r role This includes tickets you may have created have you listed or you are authorised to view A summary af ticket details are shown on the dashboard including Ticket number Category Status SLA due date and Service ID if valid Up ta tickets are displayed initially and more can be selected by pressing more at the bottom of the page A Maximum of oU tickets are displayed Tickets are sorted by SLA due date fram most recent due date to farthest MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 35 Open Requests REQ000000025698 Category CONFERENCE Equipment Relocation Status PLANNING SLA due date Aug 2 2012 INC000000165721 Status ASSIGNED SLA due date Aug 2 2012 REQ000000025413 Category DECT Request Ericsson Kirk Status PLANNING SLA due date Aug 2 2012 Figure 40 MSO iPhone Open Request Order 1 To view Service Request Order Ticket details select the gt beside the ticket you wish to view More details are accessible as you scroll through Where the symbol you can collapse expand this section to view more details Attachments part of a ticket are not viewable on these devices Request Order Detail REQ000000025698 e Status Planning Created 2905 2012 18 24 02 Requested by CARMEN JACKSON Category CONFERENCE Equipment Relocation SLA Due Date 02 08 2012 20 17 28 Last update 29 05 2012 19 25 04 Activity Log Displays only the 5 most recen
44. rences please go to Notifications copy to Please separate email addresses with comma Save as draft Cancel and return to Managed Services incidents Figure IB Create a new incident Step l Ifyou are submitting the request on behalf of another employee you can add their details Note Providing on behalf of details enables that person to also track the ticket online and receive notifications of progress They are also listed as an alternate contact if the requestor cannot be contacted if required MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 18 Submitting on behalf v Yes Please search for the employee or enter their details below Employees will be notified as per their notification preferences of this incident or via business email address rch for employee or e oyee Figure 17 Submitting on behalf of another employee 16 To submit an behalf of another employee do the following Select the Yes check box In the contact details fields enter the employee s name phone numbers email address and user ID To look up an employee s details click the Search for employee link Enter the employee s first name last name ar user ID in the search fields Search for empl Figure 18 Search for employee Glick Search The results will be displayed below the search tields Glick the radio button next to the employee s name Click Select I In the Email an incident
45. rprise yourtelstratools msomda IPad at A ttos yourtelstratools telstra com enterorise yourtelstratools msomads Company Intranet Application Widget Managed Services Online is an unmetered site for Telstra pre paid and post paid customers Access to this site will not incur data charges far Telstra Customers IPHONE The iPhone view is specifically designed for viewing an a small screen This is useful if you are not at your desk but you need to track or urgently see the status of a ticket whilst on the move To access Managed Services on an iPhone Enter URL into Browser Attgs yourte stratoo s telstra com enterprise yourtelstratools msomda e o save entering the URL each time save URL as a bookmark and you can rename as you wish ll Telstra 9 57 AM Malum Figure 33 iPhone Browser Address Field 2 You will be taken to the M50 Login Page Use the same credentials far Your Telstra Tools including User Name Business ID and Password ar if you use a Digital Certificate select fram the list Username Business ID Password Login OR Login using Digital Certificate Telstra Corporation 2012 Visit Telstra com to access all Telstra online features Figure 94 MSO iPhone Login Page select a certificate This website requires certificate TEST20U MSOP PVT2 certificate Tap Gontinue to select your MSOP TEST2 MSOP KEITH BERRY Cancel Continue Cancel
46. s e Ability ta search view print and share Knowledge Articles for How To Support e Individual log in directly mapped to services and authorisation level assigned e Pre papulatian of personal and service details to help lodge incidents quickly and accurately e Access optimised for iPhone iPad use whilst an the go e Intranet Widget access option to meet specific Company T specifications and policies OVERVIEW OF YOUR TELSTRA TOOLS MSU is an application within the Your Telstra Tools YTT section of the Telstra Enterprise website www te stra com au business enterprise Your Telstra Tools YTT is a secure online portal that will help you manage your Telstra accounts and services one place far greater ease and simplicity You can place and track orders manage accounts view and pay invoices manager your network service analyse usage and trends all with less time and effort Fusiness amp Government BUSINESS amp ENTERPRISE YOUR TELSTRA TOOLS HOME ORDERING Ordering Check order status place new mobile voice data and IP network product orders Collaboration View your shared service improvement plans project management documents and contracts MANAGING SERVICES INCIDENTS SERVICE REPORTING COLLABORATION DO BUSINESS Managing services Configure and analyse your Services Raise Service relaited requests Invoicing Track your billing and view INVOICING summaries and reporis
47. s to another ticket either open or closed you can attach a ticket Glick the check box would like to add related incident s to attach a related incident A search field will be displayed Then do the following e a keyword in the search field e Select Reference number Service ID Issue Problem description or Created by in the dropdown list Related incidents would like to add related incident s Search Enter Keyword Within Reference num Hide options Status All Within last Date range dd mm yyyy e g 27 01 Jg ad yyyy e g 27 01 2010 Figure 14 Add related incidents e Advanced search allows you to refine your search Click the More options link e Select All Assigned In Progress Pending Resolved Closed or Cancelled from the Status dropdown e Select All 7 days 30 days or Date range from the Within last dropdown e lick Search A list of incidents will be displayed e the check box to the left to the reference number in the table You can select multiple incidents e Llick Add incident s MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 17 t 1d af ii results view 10 ie oer screen 12 Saeed Borg O my oe br Tu Erz5ium YVEISUETETITZIL Tek pee Emirin LAL Axmsgred Teleph Cole 07145 EST Surat YS ee Ear red am 10 Paring Cue Maig Lanie Figure la Related incide
48. summary of ticket details are shown on the dashboard including Ticket number Category Status SLA due date and Service ID if valid Up to ID tickets are displayed initially and can be selected by pressing more at the bottom of the page A Maximum of 20 tickets are displayed Tickets are sorted by SLA due date fram most recent due date to farthest Attachments part of a ticket are not viewable on these devices service Requests Ordars ECE Content Coa CE byamt COLES Dyers Tann 99 Vel IPC ea Iii a n O e cen CAMMEN MERDON 7 Figure ol MSU iPad Service Request Urders MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 40 1 view Service Request Order Ticket details select the gt beside the ticket you wish to view More details are accessible as you scroll through Where the symbol you can collapse expand this section to view more details Manage Menu Request Order Description Pease P 17 05 2012 18 39 Activity Logan mm Tetetra staf format Teuma 07 2 Val MN cue METS CER aren apa D arse UP Net CABEN SAC 5 Manage lec Cre Figure 07 MSU Pad Request Orders Detail View 8 Log Dut select Lag Dut and then confirm Testa Corporation 2012 Vet access at CARMEN C ws Managed Sereces features Figure
49. t activity logs CARMEN JACKSON x LL i ey Figure 4l MSO iPhone Request Order Detail view 8 Log Dut of MSU select Lag Dut and confirm Not CARMEN JACKSON Telstra Corporation 2012 Visit Telstra com to access all Teistra online features Figure 42 MSO iPhone Footer MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 https yourtelstratools telstra com Do you want to logout Cancel Figure 43 MSU iPhone Log Dut Confirmation gab i 0 on telstra com au X Googe Figure 44 MSU iPhone Log Qut in Progress IPAD The iPad view is also specifically designed far viewing a tablet Like the Iphone service Telstra has considered the usability features of a tablet and created a cut down version of MSO for Tracking Tickets whilst on the go To access Managed Services on an iPad Enter URL into Browser Attgs yourtelstratoo s telstra com enterprise yourtelstratools msomda e losave entering the URL each time save URL as a bookmark and you can rename as you wish Figure 48 MSU iPad Browser 2 Yau will be taken to the MSU Login Page Use the same credentials tor Your Telstra Tools including User Name Business ID and Password or if you use Digital Certificate select fram the list MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 37 d Username oo Business ID Password Login D OR Login using Di
50. t best describes the problem you are experiencing from the Issue dropdown list A list of relevant support articles may be displayed to help you resolve your issue without logging a fault To troubleshoot your issue using the support articles e Llick the article link to open ar click the View mare articles link to display more articles The article will be open in a new window e fthe article doesn t resolve your issue close the window and proceed with the following steps to create an incident MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 15 Produit service Peel PEE mue REPRE eee Sree Gere a T 5E Ei i m sw E EE m Ti 1 al E E E Bre TE h Seen amler o Gam oo k ra Figure Il Support articles related to incident issue In the Service ID field enter your or another employee s service number The Service ID is the identifier tor Telstra products and services Examples are phone or mobile numbers router hardware serial numbers telephony handset MAC address or full national numbers FNN I the Service ID list is pre populated select your number To enter a service number that is not listed select the Uther please specify option then do one of the following e Enter your or another employee s service number e the Search for Service ID link to look up a service number e nthe search field
51. t www te straenterprise com au Telia bnd BgPosd Diedases LN BUSINESS amp ENTERPRISE Badin Predicts Buell tiie 4 Sie Teepe Daowraka d Crips E EUM Pm r m HOF EN n 247 Wu k 44 Enterprise ru F RA Ewi E insu Lid P Chat ic tae Smia Goesmment vid bere Figure 4 Telstra Business amp Enterprise home page 2 In the Log in to Self Service dropdown on the right side of the page select Your Telstra Tools tor Enterprise 4 Coniac klein E iuppori Wars c YOUR TELSTRA TOOLS Register online Log in Lisemame Ordering amp Management using your Dusiness Business IL iret nine amp reales nmemark Password Changes Romimo mi F Online Log in Hsgisber now More reasons to register F orgeotben your p ssweond eerte ate Replace your digital certificate My Accent customer login My BigPond T Site map Pehac CRurCustemes Terra My Cer Summary Torma aluss Cawsra Twitter Facebook T Figure 8 Telstra Business amp Enterprise home page Inthe Your Telstra Tools Login select Login via username passward MAN
52. tasks to benetit your business and provide tips to better utilise the application NEED MORE SUPPORT Additional information such as the MSU user guide and Frequently Asks lluestions FAQs are available online at Your Telstra Tools under the Help and Resources tab You may wish to contact your Telstra Managed Service Desk via phone and consultants can assist you in using the application The consultants have access to view the same screen as to which you are having difficulty and can either assist you in completing the task and or identify a fault and manage that on your behalf You can also contact us via Unline Ghat or email CONVENTIONS USED IN THIS GUIDE The following typographical conventions are used in this guide for simplicity and readability Web addresses e mail addresses and hyperlinks are shown in 42 7 italics tor example www te stra com au business enterprise Button names and titles teatures on your computer screen are shown in ta ics User input is shown in typewriter font MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 WHAT S INSIDE SECTION 1 SECTION 2 SECTION 3 SECTION 4 SECTION 5 SECTION 6 SECTION 7 SECTION 8 SECTION 9 WELCOME TO MANAGED SERVICES ONLINE MANAGED SERVICES ONLINE OVERVIEW ACCESSING YOUR TELSTRA TOOLS AND MANAGED SERVICES ONLINE MANAGING INCIDENTS CREATING A NEW INCIDENT UPDATING OR REQUESTING AN INCIDENT BE CANCELLED RE RAISING
53. te data Mobile not working when attending cal INC000000169800 Service ID N3713210R Issue Test Template MSR3 INC000000169798 Service ID N3713210R Issue Test Template MSR3 INC000000165965 Service ID 321243 Issue Test Template MSR3 Figure 37 MSD iPhone Open Incidents la view Incident Ticket details select the gt beside the ticket you wish to view and scroll to see all information MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 34 Incident Detail INC000000169799 Service ID Priority Status Menu N3713210R e Critical Assigned Created 20 06 2012 15 32 42 Created by SLA target resolution Last update CARMEN JACKSON 20 06 2012 16 32 42 20 06 2012 15 32 50 Figure 38 MSO iPhone Incident Detail View Last update Activity Log 20 06 2012 15 32 50 Displays only the 5 most recent activity logs CARMEN JACKSON 15 06 2012 More Details Product Offering CARRIAGE Issue Test Template data Mobile not working when attending call and browsing and suddenly hangs while attending call facing this problem since 2 days please respond Not CARMEN JACKSON 7 Logout Telstra Corporation 2012 Visit Telstra com to access all Telstra online features Figure 38 MSO iPhone Incident Detail Expanded B view Service Request Urders Service Requests l rders will display tickets as per your company and individual use
54. tes E You can specify which websites always or never allowed to use cookies regardless of their privacy policy Type the exact address of the website you want to manage and then click Allow or Block To remove a site from the list of managed sites select the name of the website and click the Remove button Address of website telstra com Always Allow telstra com au Always Allow Figure 67 Enter Managed Website List HELP AND SUPPORT FOR WIDGET fa user is not able to view the login page then please verify if you are able ta access Your Telstra Tools and login access via http www telstra com au business enterprise MSU regardless of how accessed requires an Internet connection proxy setup certificates or addition to trusted list 2 and Paste the Widget html to ensure code is correct For further support contact your Telstra Managed Service Desk MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013
55. tially and more can be selected by selecting page number or gt top move to the next page or gt gt to jump to the last page A Maximum of oU tickets are displayed Tickets are sorted by SLA due date fram most recent due date to farthest Where there is no SLA due date they will be ordered at the end of the list Attachments part of a ticket are not viewable on these devices Telstra Managed Services Online lt Back Open Requests REQOO0000025698 Planning CONFERENCE Equipment Relocati Aug 2 2012 IHCOODOOD0165721 Assigned Aug 2 2012 0000002541 3 Planning DECT Request Ericssan Kirk Aug 2 2012 REQOODDOODO 25430 Planning DECT Request Ericsson Kirk Aug 2 2012 Figure 62 MSU Widget Service Requests Urders MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 44 T Telstra Managed Services Online lt Back Open Requests Orders There are no Open Requests Figure 63 MSO Widget Example No Open Tickets B To view Service Request Urder Ticket details select the gt beside the ticket you wish to view A new window will open The Activity Lag and Description are default closed v The first Activity Log is expanded in full to view further details select gt to collapse Attachments part of a ticket are not viewable on these devices Unly Activity Logs are displayed to view a full list the user will need to log inta full MSO view more details
56. ts to the Service Desk You can track progress updates on incidents that you have created or to get a general view of what incidents may be affecting your service You may also want to update incident information to reflect changing circumstances It is recommended that any urgent high impact faults be reported via phone to your Telstra Managed Service Desk ACCESSING MANAGED SERVICES INCIDENTS To view your incidents l Access the Managed Services incidents page by clicking the Incidents tab in the top navigation The Incidents landing page will open 2 Glick an the Managed Services incidents link on the Preferred applications tab The Managed Services incidents page will open S YOUR TELSTRA TOOLS o Genas us UPDATES miw updates WELCOME Blinda Cole IT Manager DOfficeMart ETE Prefered applicaticne Diner applicatione O Apna Current applications Gy have access E the boeing incidenis apple Your auwhoriaed E a P Diner Finney TELSTRA IP TELEPHONY TIPT CUSTOMER TROUBLE gt CHROM Ema aid REPORTING THT Cusine Trae Aeon ie ares to cau DEP Tapir y B rile mui Dini Ihe Hepa PIS A wide Pine Of PE can pe Eee LIVE L HAT Eo rus wc SN CT Ae SUI yos cca eC DOR we Deporte Ws SR RH SI fonmat Live QUICK LINES Wee Duy pik dw En j Jorg E Ase fairy Error i Y L LA
57. type in your or another employee s service number e Search The results will be displayed below the search fields 1 10 of 11 results View per screen 4 Previous 1 2 Next gt sd D _ ig 123 456 78 90 Data Internet IP address Belinda Cole 999 999 99 99 Data Telepath No 05005 Telstra UNT Cancel Figure 12 Search for Service ID e Llick the radio button next to the relevant service ID o Glick Select 1 Click Next The Create a new incident Step 2 page will open Step 2 Describe the Issue 8 In the Incident description field describe the problem you are experiencing MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 YUUR TELSTRA TOOLS Create new Incident Watchlist Please Flease incident d ta Contact Us NOUENTS SERVICE REPORTING COLLABORATION NVOICING HELP amp RESOURCES YOUR PROFILE FA incident detalls Create new incident Step 2 ny high priorily incidents to your Managed Senice Desi etails including any related incidents or attachments Incident detais Fwould Exe to add related incidents would bike 10 upload Cocument Figure 18 Create a new incident Step 7 To help the Service Desk resolve your issue quickly include a description of what is happening how long you have been experiencing the problem how many people are affected and what you have done to test or isolate the issue lf the incident relate
58. u can cancel or exit the Create a new incident form at any time Click the Cancel and return to Managed Services incidents link at the bottom of each of the Create a new incident pages MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 20 SAVING AND COMPLETING DRAFTS You can save your incident as a draft at any time by clicking the Save as draft link an the bottom of any of the Create a new incident pages and submitting it later R TELSTRA TOOLS Y Contact Us HOME ORDERING MANAGING SERVICES INCIDENTS SERVICE REPORTING COLLABORATION INVOICING HELP amp RESOURCES YOUR PROFILE Managed Bervioes Home incidens Managed Services incidents inoidents Creste new Inctjent Managed Services incidents Werchis Your managed services incidents dashboard enables you to track existing Incidents or create a new Incident relating to a fau or a degradation in service You can also track your incidents whillst on the go vta your IPad or IPhone Just copy the following URL into your IPad or IPhone browser nfps yourtelstratools telstra com msom a Incidents dashboard Search Open Closed Drafts Draft incidents that you have not submitted dispiay below Draft incidents may be edited or removed 1 10 of 17 draft incidents View 40 per screen Pre 12 Net Serve Undated Aston 022576900 BHP M Tempiste1 29 11 2013 09 55 EST MWE DATA CARRIAGE ISSUE 013 1104 E move N3024789R DATA CARRIAGE ISSUE 25H1 201 Remove
59. x under the Email column 4 To receive SMS notifications click the check box under the SMS column MANAGED SERVICES ONLINE USER GUIDE VERSION 3 0 JANUARY 2013 INVOICING tog our V Contact Us HELP amp RESOURCES YOUR PROFILE UPDATES upaates WELCOME Belinda Cole IT Manager OnficeMart Your online role is Pidmimnislraliv e user Update your profe Manage your users Your OfficeMart authorised representative David Brown 6909 0050 Email David LIVE CHAT Live Chal assistance QUICK LINKS View and pay your invoices Place and rack orders for voice dada ard IP a new probhem wilh your mobile volce or dala Service your quic kinks NEWS 1000312011 Ro IW Get visibility of your 3 2 telecommunications AS b E spend across your organisation S all news YOUR TELSTRA CONTACTS Account executive amp Helen Michaels LA aman gene 7 Helen Service ma nagement lead Specialist John Smith 02 A686 Email Jenn Customer service delivery U2 5858 S555 View all contacts YOUR TELSTRA TOOLS SUPPORT 1600 111 222 H esecarcn 4 insgnts Frequently asked questions Telstra Home Personal Business amp Government Welcome Belinda Log Out T BUSINESS amp ENTERPRISE YOUR TELSTRA TOOLS Y ContactUs HOME ORDERING MANAGING SERVICES I

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