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Ticketing Portal User

Manual

DRAFT USER GUIDE

April 9, 2017 | Customer Service

For more information, visit us at www.tatacommunications.com

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Table of Contents
1. Purpose ........................................................................................................................................... 4
2. Audience .......................................................................................................................................... 4
3. Scope ............................................................................................................................................... 4
4. Overview of CSM portal ................................................................................................................... 4
5. Logging In and Out ........................................................................................................................... 5
6. Dashboard ....................................................................................................................................... 9
7. Create Tickets ................................................................................................................................ 11
8. All Tickets ...................................................................................................................................... 15
9. Performance Report ....................................................................................................................... 20
10. My Resources ................................................................................................................................ 20
11. Contacts ......................................................................................................................................... 22
12. Notification .................................................................................................................................... 23
13. Live chat ........................................................................................................................................ 23
14. User Profile .................................................................................................................................... 24
15. User Management ......................................................................................................................... 25
16. Support .......................................................................................................................................... 29

For more information, visit us at www.tatacommunications.com

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Document History

Revision Author Date Reviewed By Comments

1.0 Tata 9 APR 2017 Tata Draft release for testing


Communications Communications phase

Document Class Confidential


Document Location

Disclaimer This document is intended for use of user community of Tata


Communications Limiteds external customers only. This document
and any information enclosed within the document contains
restricted and/or privileged information and is intended only for
authorized screening and/or confidential presentation at the said
distributors discretion. If you are not the intended observer of this
document, you must not disseminate, modify, copy/plagiarize, or
take action in reliance upon it, unless permitted by the said
distributor of this document. None of the materials provided on this
document may be used, reproduced, or transmitted, in any form or
by any means, electronic or mechanical, including recording or the
use of any information storage and retrieval system, without written
permission from the said distributor.

If you received this file in error, please notify the said distributor
immediately.

The confidential nature of and/or privilege in the document enclosed


is not waived or lost as a result of a mistake or error in this
document.

All rights reserved.

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1. Purpose
The purpose of this document is to introduce and assist customers in their use of the Tata Communications
ticketing portal.

2. Audience
This document is intended for all Customers that are/were supported on CSC Portal and are now supported
through Tata Communications Customer Portal, with access to the new ticketing system ServiceNow (also
called CSM portal in this document).

3. Scope
This document explains how to access the Customer Portal, manage Users from there, and use all the features
of the CSM portal.

4. Overview of CSM portal


The CSM portal has been developed to manage (create, update, monitor) all types of tickets: Incident, Change,
Service Request.
You, as a customer, can use the portal:
To open and track all types of tickets related to your Services
To access your Performance Reports
To access documents stored by your Service Manager
To view your Service Inventory
To view Tata Communications and your Global Contacts, as well as manage your Local Site Contacts
To use the Chat Channel to contact the Service Desk

For more information, visit us at www.tatacommunications.com

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5. Logging In and Out
Login
URL: https://portal.tatacommunications.com
Use your credentials in the below login page:

Once you have signed in, you will access the Customer Portal.

Ticketing and User Administration are available to you currently (see highlighted
options). Menus, to access additional features, are being shaped to provide you
with a richer experience in new releases.

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To access your CSM Portal please select:
Launch Service Now button
OR
Trouble Tickets
o Launch Service Now

The landing page for the CSM Portal will appear as shown below (no need to enter credentials):

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On your Dashboard, you can:
Access all menu items
Search for tickets
View a summary of all Requests, Changes, Incidents by product or priority in pie chart format

Logout
To exit your current session, click on your Username and select Logout from the menu.

Change Password (and other security options)


Password change is done through the Customer Portal interface:
Click on your Username
Click on Edit Preferences

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Scroll down and select Edit under Security/Password

Change your Password

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6. Dashboard

From the Dashboard, you can:


Search for tickets by entering the whole ticket number or just the digits after the Zeros.

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Access tickets summary table by clicking inside the pie chart

When you select a section of a chart (e.g. GVPN MPLS: 22) you access the list of associated tickets. By clicking
on each of them you will see its summary and options to make a comment, attach a file and save it. You can
also export the ticket summary to PDF.

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7. Create Tickets
From the Create Ticket menu, you have 2 options: Create Incident and Create Request.

Create Incident
The Incident ticket creation form appears as shown below:

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Fields description:

Field Description Mandatory


Contact Person creating the ticket Automatic

Service ID With this information, other fields are filled No


automatically.

Multiple assets/sites Check/uncheck whether there are multiple No


affected services/sites affected or not

Customer Site Name Location of the affected service Yes (single site)
No (multiple selected)

Impact Level of impact to your business Yes

Product Name Product associated to the Service affected No

Customer Reference Your ticket reference No


Number

Subject Short description of the incident Yes

Description Detailed description of the incident No

Add attachments To attach a document No

Click Submit to create the Incident ticket. A pop-up window confirms creation, provides ticket
number and a hyperlink to access it directly.

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Create Request
By clicking on Create Request, the following screen appears with Categories, where you find pre-
formatted forms based on the type of Request you want to make:

Select a Cateogory, followed by an item from the list presented:

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Once you select an item, the Request form appears as shown below:

Click Submit to create the Request ticket. A pop-up window confirms creation, provides ticket
number and a hyperlink to access it directly.

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8. All Tickets
In this menu item, you can select to view all Incidents/Requests/Changes, including closed ones, or all
active ones.

All options in this menu work in the same manner. The rest of the
chapter describes only one of them: Active Incidents.

Active Incidents brings you to the following tickets list screen, where you can:
Export list to PDF, Excel, csv (right click Cases valid in all screens where this logo is present)
Sort by any field (here Product)
Select one ticket and access its details

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Viewing/Editing/Commenting Tickets
By clicking on a row, you access the ticket details, where you can:
View all information related to the ticket
See and make comments (Customers on the right of the timeline, Tata Communications on the left)
Attach or view a file

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Ticket Escalation
You can escalate an active Incident ticket by using the Escalate button. This function becomes
available when certain rules are met (e.g. first escalation after 2 hours).

A pop-up window confirms that the escalation is recorded.

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Attachments
To attach a file, you can use the paperclip icon and select your file, or simply drag and drop it in the
Attachments area.

Accept/Reject Resolution
Once an Incident ticket is resolved, you can accept or reject resolution by using the options
highlighted below

If you accept resolution by clicking , the ticket will be Closed, provided RFO is shared and
visible on the CSM portal. If the RFO is pending, the ticket will remain in Resolved state.

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If you reject the resolution by clicking , then the tickets reverts to Work in progress.

Survey Link
Once the Ticket is Closed, a survey link will be shared along with Closure notification.

By participating in this survey, you can rate the agent based on your experience.

Confirmation after submitting:

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9. Performance Report
This menu item links to the Performance Report tool (CACTI) which you are familiar with. Separate
credentials are required for access.

10. My Resources
Through this menu you have access to the following options:
My Documents
Service Inventory
Global Contacts
Local Contacts
Create Local Contact

My Documents
In this section, you can access documents that have been published by your Service Manager.

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Service Inventory
Here you can view a list of your Services and some of their details.

By clicking on a row you access further details:

By clicking Cases you can access any related ticket/s for this service.

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11. Contacts
With these menu items, you can see all Contacts and Create Local Contacts.

There are 2 types of Contacts:


Global: how we contact you or your Service Desk (this information is entered by Tata
Communications)
Local: If you want Tata Communications Service Desk to contact your local site for triage (you are
able to manage this information through the CSM portal)

To create a Local Contact, use the Create Local Contact option, which opens the following form:

Fill in the required details and click submit to create the new contact.

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12. Notification
Notification is a feature by which you are notified whenever a ticket is updated and requires your
attention. When you click on it you will see a list of notifications with direct access to the ticket by
clicking on it.

This menu option is only visible if you have at least 1 notification.

13. Live chat


Live Chat is a feature where you can chat with our Service Desk agents.

By clicking on Live Chat the following screen appears in a new window:

For more information, visit us at www.tatacommunications.com

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14. User Profile
You can manage your Personal Details by selecting this option after clicking on your Username in the top
right side corner.

Time zone: This is an important parameter to be considered in your profile. We recommend you please
ensure your Timezone selection is the same as your local Country Timezone.

The default Timezone in the ticketing system is GMT.

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15. User Management
All Users have been granted Standard User rights. To obtain Admin rights, please contact your Service
Manager or Service Desk.
Once you have Admin rights, you can create other User Accounts.

Accounts are administered through the following link: https://portal.tatacommunications.com

After you log in, select Create User Account.

Step-1: Enter User information

Note: the field User Type is visible to Tata Communications Admin User only.

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Step-2: Select a Method.

Selecting a Method assigns permission to the Users. There are 3 options available to choose from:

Method Type Action

Existing User
21. You can copy the exact same permissions of an existing User
(recommended option)

The Portal provides pre-defined templates to choose from. You can


Template choose the closest matching profile from these templates and customise
it further.

This gives you an entire blank template and you can start assigning
Blank Template permissions from scratch.

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Step-3: Select Account(s)

In this section you need to select the appropriate Account and Legal Entity for the User.
Once you select the Account, you do not need to use Assign Custom Group, select Skip to Service.

Step-4: Select Services for Legal Entities and/or Organization Custom Groups

You can select the Services for the User. We recommend to use the Select All Services option.

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Step:6: Review Permission

You can select the Accounts and Legal Entities for the User being created.
We recommend to Disable All and Enable Circuit and Service Now

Once the activity is completed and you click on FINISH & CREATE, the User is created and the User
Profile appears on the screen as shown below:

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The User receives an email with his Username and Default Password:

16. Support
A final version of this user guide will be sent to you the week before launch.

For additional assistance, you may contact your service manager or email
newportal.support@tatacommunications.com.

For more information, visit us at www.tatacommunications.com

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