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EDS - Sun Microsystems

Admin Services OCS Dispatching

IBIS Training Manual

Logging into Oracle 11i 4

Setting up URL favorites 4

Setting up Favorites in the Navigator Forms Window 4

Service Request Overview 4

WorkGroup Names 5

Current Group Name New Group Name 5

Universal Work Queue 5

Organizing the UWQ 5

Determining Onsite Coverage and Response Times 6

Dispatching a Named Resource or RSM 6

Dispatching an SSEAssist Task 7

D1 7

Dispatching to Partner Groups 8

Cadmi Electronics 8

General Dynamics (GD) 8

Hitachi 9

NCR Dispatch 9

Quantum (ATL) 9

Wang1 10

The PageInAM Queue 10

Paging from the PageInAM Queue 10

Page Escalations 11

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

Task in Page Escalation, Task Status is Accepted: 11

Creating Tasks 11

Creating a HW Onsite Task for dispatch: 11

Creating a SW Onsite Task for dispatch: 12

Creating an Admin Task for dispatch: 12

WebEsc 12

Finding An SR 12

TBN / TBE / MCE’s 13

TempSR 13

Useful URL's 13

Logging into Oracle 11i

Setting up URL favorites

1. Log into Oracle: .

2. Click “Edit Favorites” in the upper right corner of the window.

3. Click “Add URL”. Copy the URL of the website you want set up as a favorite

4. Paste the URL into the URL field.

5. In the "Favorite" field enter the name of the URL, i.e. WebEsc Prod.

6. Click "Apply".

Setting up Favorites in the Navigator Forms Window

1. In the Navigator window, double click on Field Service Dispatcher.

2. Double Click on Find Service Request located under Field Service Dispatcher: Service Request: Service Requests

3. Click on Universal Work Queue (UWQ) so that it is highlighted.

4. Click on the box with the blue arrow pointing to the right to add it to the Top Ten List.

5. Highlight the first favorite in the Top Ten List and Control + S to save the list.

6. Follow steps 4 and 5 to add the Find Service Request and Task Management windows to the Top Ten List.

There are 3 windows recommended for the Field Service Dispatcher

1. Find Service Request (Field Serviced Dispatcher -> Service Request -> Find Service Request)

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

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

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

Service Request Overview

SR Header - This section contains the contact information, company name, system serial number, product description, incident address, the group / individual the SR is assigned to, and the status.

Subject Tab - This tab contains the coverage information. If contract or warranty information is provided at the time of SR creation, it will be located here. For more information see Determining the Onsite Coverage.

Workbench Tab - This tab contains the problem summary for the SR. If the customer has disputed the Level of Service showing in the database, the level of service they believe to have will be put in the beginning of the problem summary line. This overrides the coverage listed in the Subject Tab. The Workbench tab also contains the SR notes. If there is an updated address in the SR it can be found here.

Alternate Contacts Tab - This tab contains contact information on the primary and alternate contacts of the SR.

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

WorkGroup Names

Current Group Name New Group Name

Onsite HW AM-US-FSD-NAMER

SSEASSIST AM-US-FSD-NAMER

PageEsc AM-US-FSD-NAMER-PAGEESC

Cadmi AM-CA-FSD-CADMI-NB

D1 AM-US-FSD-NAMER-D1

D1 Canada AM-US-FSD-NAMER-D1

GD AM-US-FSD-NAMER-GD

Hitachi_MCE AM-US-FSD-NAMER-Hitachi

NCR Disp AM-US-FSD-NAMER-NCRGSS

PAGEINAM AM-US-FSD-NAMER-PAGEINAM

ATL (Quantum) AM-US-FSD-NAMER-QUANTUM

Wang1 AM-US-FSD-NAMER-WANG1

Universal Work Queue

Organizing the UWQ

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

1. Number = Task #

2. Service Requesting = SR #

3. Last Modified = Date task was last modified

4. Task Assignee = Resource assigned to task

5. SR Severity = SR severity

6. Name = Summary line of task

7. SR Owner = Owner field of SR

8. Task Owner = Workgroup of task assignee

9. SR Service Level = Level of service, if listed in SR

10. Status = Status of SR, i.e. Open, Working, Relief, Closed

11. Priority = Priority of the task

12. Customer Name = Company Name

13. SR Group Owner = SR Group Field

14. Customer Code = Blank if Non-Elite, Elite if customer is Elite

15. State / Province = State / Province

16. Item = Category field in 3rd column

17. Description = Description field of task

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

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

Determining Onsite Coverage and Response Times

On occasion a call may come through where the field is requesting what the onsite coverage / response time is for an SR.

1. Click the Subject tab in the SR.

2. If there is contract / warranty information listed, it will appear under the section labeled Contracts at the bottom of the SR.

3. Click on the spectacles to open the Service Contracts Coverage window.

4. Halfway down the window will be the Business Process section. Scroll through until On-Site Support appears.

5. Click on the box to the left so that it is highlighted.

6. Under Coverage Times choose the time zone most appropriate for the customer. It may default to "America/Los Angeles.”

7. Below is the listed Covered Times: Start Time, End Time and the days of the week.

8. Click on the tab Reaction Times to determine the Response Times (2hr response, 4 hr response, etc.)

9. There will be several fields: "Severity Name", "Severity" and the days of the week with hours. These are the response times.

Dispatching a Named Resource or RSM

These instructions are for paging a named resource such as a dedicated FE or an SSE.

1. Enter the task # into WebEsc.

2. If there is a product listed in the 3rd column category field, the engineer who supports the product will be highlighted.

3. Click the icon located to the right of the field resource to assign the resource.

4. A message appears indicating the task was successfully assigned.

5. IBIS sends 2 emails with the subject lines below.

a. Ownership Change of Task 1234 Successful.

b. Assignment of Task 1234 Successful.

a. An email with the subject line “Ownership Change of Task 1234 Failed” indicates the task was not assigned and the icon can be clicked in WebEsc to assign the task to the resource again.

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

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

Dispatching an SSEAssist Task

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

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

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

1. Ensure the task is set up correctly for dispatch.

2. The task type must be HW Onsite or SW Onsite.

3. Enter the task # into WebEsc.

1. Locate the SSE to be assigned. There will be an icon located to the right of the SSE's name, click to assign the resource.

4. A message appears indicating the task was successfully assigned. This indicates the task was sent through the JCAPs interface for dispatch.

2. About 5 minutes after clicking the icon, the agent assigning the task receives 2 emails from IBIS with the subject line below.

a. Ownership Change of Task 1234 Successful.

b. Assignment of Task 1234 Successful.

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

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

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

D1

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

Reference # : The D1 reference number will now appear in the task notes of the task assigned to D1. The note will read "D1 Call Number: SVxxxxxxxxxx." As soon as the task opens in ASTEA, the task will be accepted within 10 minutes and updated with the D1 SV Reference number.

FE's Name: The FE's name will appear in the Flex Field when the task has moved from Assigned to Accepted in ASTEA. To dispatch a task to D1 follow the steps for dispatching a named resource.

Dispatching to Partner Groups

Cadmi Electronics

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

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

2. Copy the task number into WebEsc.

3. Press enter or click on “Show Coverage”.

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

5. Owner Type: Group Resource

6. Owner: AM-US-FSD-NAMER-CADMI

7. Assignee Type: Group Resource

8. Assignee: AM-US-FSD-NAMER-CADMI

9. SR Group: AM-US-FSD-NAMER-CADMI

10. Change the status of the task from "In Planning" to "Assigned".

11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

12. Control + S or click the yellow disk to save.

General Dynamics (GD)

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

Steps to Assign to GD

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

2. Copy the task number into WebEsc.

3. Press enter or click on “Show Coverage”.

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

5. Owner Type: Group Resource

6. Owner: AM-US-FSD-NAMER-GD

7. Assignee Type: Group Resource

8. Assignee: AM-US-FSD-NAMER-GD

9. SR Group: AM-US-FSD-NAMER-GD

10. Change the status of the task from "In Planning" to "Assigned".

11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

12. Control + S or click the yellow disk to save.

Hitachi

Hitachi is a manual dispatch process in which a call is placed to Hitachi to manually open the case on their end after the SR and task are assigned to Hitachi. Once the case is manually opened, the task is accepted and the case is noted with the Hitachi Dispatcher's name, their reference number if available and any other relevant information.

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

1. Owner Type: Group Resource

2. Owner: AM-US-FSD-NAMER-HITACHI

3. Assignee Type: Group Resource

4. Assignee: AM-US-FSD-NAMER-HITACHI

5. SR Group: AM-US-FSD-NAMER-HITACHI

6. Once a case has been opened manually with Hitachi, the task needs to be accepted.

7. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

8. Control + S or click the yellow disk to save.

NCR Dispatch

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

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

2. Copy the task number into WebEsc.

3. Press enter or click on “Show Coverage”.

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

5. Owner Type: Group Resource

6. Owner: AM-US-FSD-NAMER-NCR

7. Assignee Type: Group Resource

8. Assignee: AM-US-FSD-NAMER-NCR

9. SR Group: AM-US-FSD-NAMER-NCR

10. Change the status of the task from "In Planning" to "Assigned".

11. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

12. Control + S or click the yellow disk to save.

Quantum (ATL)

A task will be assigned to Quantum if the product is listed as one of the following:

L100 L1800 L25 L1000 L3500 L11000

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

1. Change the status of the task to “In Planning”.

2. Owner Type: Group Resource

3. Owner: AM-US-FSD-NAMER-QUANTUM

4. Assignee Type: Group Resource

5. Assignee: AM-US-FSD-NAMER-QUANTUM

6. SR Group: AM-US-FSD-NAMER-QUANTUM

7. Change the status of the task from "In Planning" to "Assigned".

8. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

9. Control + S or click the yellow disk to save.

Wang1

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

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

2. Owner Type: Group Resource

3. Owner: AM-US-FSD-NAMER-WANG1

4. Assignee Type: Group Resource

5. Assignee: AM-US-FSD-NAMER-WANG1

6. SR Group: AM-US-FSD-NAMER-WANG1

7. Change the status of the task from "In Planning" to "Assigned".

8. Verify the SR Type = Field Service (If Type = Installation it can be left as is)

9. Control + S or click the yellow disk to save.

The PageInAM Queue

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

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

Task Type: Page In AM

Task Status: OPEN or ASSIGNED

Owner: AM-US-FSD-NAMER-PAGEINAM

Assignee Type: Blank

Assignee: Blank

SR Time Zones: In order to page from the correct time zone the Time Zone field in the SR Header will need to be populated with one of the following time zones:

AT: America/Halifax ET: America/New_York

CT: America/Detroit MT: America/Denver

PT: America/Los_Angeles HA: Pacific/Honolulu

Paging from the PageInAM Queue

The dispatcher(s) monitoring the PageInAM queue will need to sort according to the Time Zone field If there are ................
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