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Web Service Request Management (webSRM) - T

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1. Reporting Period Filter Download Download Excel File 35 tt Cancel Fig 35 Service Request Management Download service request step 3 When you click on the button Download Excel Filethe file is created and you can save it to disk or open it directly 3 2 12 Action Request predefined search This function should be used to request a new search for the actual application that will afterwards appear in the menu Search for on top of the page You can only request a new search for the application that you are in and therefore have access to T Systems INTERNATIONAL TOOLSET Predefined search Predefined search Application Service Request Management kd Mame of the Predefined search Which tickets should be displayed For which teams should it be visable You can also type AI if it schoukl be visable for everyone Step 11 Request filter Cancel Finish Fig 36 Service Request Management Function Request predefined search Fill in all fields and send the request by clicking the Anish button Keep in mind that you should clearly describe what you want to search for and who should be able to use this search 31 August 2011 Page 33 of 139 T Systems Enterprise Services GmbH F Systems Web Service Request Management webSRM 3 2 13 Action Print With this function you can create PDF files by using the displayed templates j e
2. Available user 101 of 101 Refresh Table has Mot been Loaded Refresh User User INT Demo User Presentation 1 INT Demo User Presentation 2 INT Demo User Presentation 3 INT Demo User Presentation 4 INT Demo User Presentation15 INT Demo User Presentationt6 amp INT Demo User Presentation 7 Remove INT Demo User Presentation18 INT Demo User Presentation19 INT Demo User Presentation20 INT Demo User Presentation INT Demo User Presentation22 Add Step Set LEU permission of 5 Cancel Next Fig 163 LBU Administration Function Request user deactivation 3 6 14 Team Info Tab Panel Tab Team information 31 August 2011 Page 111 of 139 T Systems Enterprise Services GmbH Sh E Q atamc Web Service Request Management webSRM Team information Name DEMO DS ADMIN OM Dispatcher DEMOJDS ADMIN IN E mail address mailmail mm Fig 164 LBU Administration Team Info Tab Team information Phone O IM Dispatcher DEMOIDS ADMIN IN The tab Team information shows the team name the dispatcher of the team and the contact information for the selected team 3 6 15 Team User Area User DEMO IDS ADMIN IM Fig 165 LBU Administration Team User Area In this area the users of the related team are displayed 31 August 2011 Page 112 of 139 T Systems Enterprise Services GmbH Sh te S L i ystems Web Service Request Management webSRM 3 7 Service Level Management T IY i TERNATIONAL rygiszr
3. Create system component select component 31 August 2011 Page 80 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM Fill component attributes If there are attributes defined for the selected component in the step before they will be shown in the table Required attributes have to be filled to create the component WNIERRLITIONAL TOOLS ET Entry mode value optional optional optional optional Back Step E Set component attnbutes of 7 Cancal Mest Fig 113 Configuration Management Function Create system component fill component attributes Select action mode You have to select whether you want to add the component to the existing Ol or if you want to create anew one According to the class and the CI type you might have no choice and the field is preselected and read only You cannot add more than one notebook or desktop pc to a Service ID except to Service IDs that are stocks Other components can be added or created as new Service ID Additionally you should add the serial number and the customer component id NIERLLITIONALTOOLSST lt imponent from catalogue Fill component attributes Component ID DEMSOOON Component name Standard Desktop Serial number Customer component ID addto system nummer DEMO 001 create new system Select the appropriate action if neccessary Check the name and the ID of the new component Fill in the ser
4. 0 entries matched Refresh Field Condition S ap or e y Move up Move down Add Preview Step Al Manage filter conditions of 2 Cancel Close Fig 18 Common Manage advanced filter search Manage filter 31 August 2011 Page 22 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM P Systems brrssronat Tools Manage filter Permissions 0 entries returned O entries matched Refresh Fiter name Table has not been loaded Filter name Authorised team Back Step Grant permissions of 2 Close Fig 19 Common Manage advanced filter search Permissions T Systems 31 August 2011 Page 23 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 2 Service Request Management Service Request Management a Imprint Privacy Contact Help Logout Demo NICE Company Presentations Search GERMANY Service request ID Category Surname Company Service ID Status Assigned group Assig Function 4 P000007 543808 Supply Complete System Demo User Demo NICE Co 05850658 Mew DEMO DS FIEL D Accept service request BAPOOO001 544055 Supply Complete System Demo User Demo NICE Co 06850725 Mew DEMO ICS FIEL 6 4P000001 544057 Supply Complete System Demo User Demo NICE Co 06850726 Mew DEMO IDS FIEL 64P000001544059 Supply Complete System Demo User Demo NI
5. 1280x1024 is only available for the task management The other applications will be shown in 1024x768 as usual If Color required steps is set the steps which contain required fields on the function dialogs the labels are colored LITER AT ORAL TYGGE Cause of delay Update time Update worklog Close task Cause of delay SLA Deadline 9 3 2007 2 39 25 Phi Cause of delay Tool oder Prozessproblem r Please select cause of the delay from the menu A data entry is required because the agreed time exceededd Step Al Cause of delay Fig 8 Function Close task with colored step labels of the required steps The operation mode if available determines the two modes that are available Usability optimized means the user is supported in his actions as only functions are shown that really can be applied to the selected data The tools switches the functions according to the role the user has for the company of the selected data This could be several different companies in the table if the user is configured for multiple companies On the other side Performance optimized means that the user will see all functions and has to know on his own which function to apply If he uses the wrong function for the selected data he gets an error If the user is configured for multiple companies he has to change from one company or country to another with the help of the menus that appear on the right upper side 31 August
6. 2 Select components Components without receipt of goods Refresh Components with compensation delivery Refresh Requested components Component ID Component ID Components with receipt of goods Refresh Component Serial No Keyboard Components without compensation delivery Refre Component ID 4 Step 1 Update CMDB EM Cancel Finish Fig 90 Task Management Function Subsequent delivery update CMDB 3 3 33 Action Request predefined search 31 August 2011 Page 69 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM This function should be used to request a new search for the actual application that will afterwards appear in the menu Search for on top of the page You can only request a new search for the application that you are in and therefore have access to T ir SV SLETTIS MIELLIDONALTOOLSST Predefined search Predefined search Application Task Management Mame of the Predefined search Which tickets should be displayed For which teams should t be visable Po You can also type AT if t should be visible for everyone Step Al Request filter Cancel Finish Fig 91 Task Management Function Request predefined search Fill in all fields and send the request by clicking the Finish button Keep in mind that you should clearly describe what you want to search for and who should be able to use this sea
7. Desktop PC active Monitor 21 HwMON active Supply Complete System SERVICE PRO 1 ready I Chinese osd Van om Men IS Eee are 4 L Component Serialnumber Cust Comp ID step 1 Fulfill of 1 Fig 68 Task Management Function Update CMDB Install Add fulfillment from stock If the shopping cart component got attributes the following dialog is opened to move the attribute values to the stock component WITERRLITORAL TOOLGET Shopping cart Stack Component ID 0002 6001 611085 Component ID D005 6000000875 Component Monitor 1rinch Component Monitor 17 Product Desktop PC with Monitor 17inch Set values Attributes 1 of 1 Refresh Attributes 1 of 1 Refresh Type Required 6 Required Step a hanage attributes Fig 69 Task Management Function Update CMDB Install Add fulfillment from stock Manage attributes To move the attribute value to the stock component select the shopping cart attribute and press the button gt gt gt If the attribute is required and has no value you get an error In this case use the button Set values The Edit component attributes dialog is opened to enter the attribute values After setting the values of the required attributes it is also possible to move them to the stock component If the Manage attributes dialog is closed without moving any attribute no attribute data will be moved from t
8. Manage advanced search filters Manage stock threshold Create system component Search for system component Activate system component Lost component Delete component Transfer component Edit Component Manage stocks Edit component attributes Edit system Show related tasks Repair component Print label Deactivate system component Download systems components Download Service requests Service request details Edit service request Cancel service request Create tasks Reject service request Print Show related tasks Manage attachments Accept service request Assign service request Manage shopping cart Show mails Close service request Enter configuration parameters Request predefined search Manage advanced search filters Update CMDB System Assign task to remote Cancel service provider task MDS FS spare part switch Update CMDB Swap Task Management Download systems components Configuration Management Edit system Print Manage attachments Manage shopping cart Asset Info to worklog Update CMDB System Cancel task Customer contacts Back to ServiceDesk New contact Task Scheduler Assign task to remote Local Asset Manager Non MDS Configuration Management Service Request Management MDS FS dispatcher Task Management MDS FS technician Task Management 31 August 2011 Page 135 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Copy task Work in pr
9. Related service requests All service requests related to service request currently processed are displayed with different order IDs For example a service request for a move for the same service ID may be shown in this list For the acceptance of the service requests the following steps are required 1 A service request must be selected in the list above 2 The shopping cart and the components in the customer asset have to be checked Service request parameters have to be maintained in a separate dialog Click on the button Laft delivery contig location to open the dialog For further information concerning this function see 3 The steps I 3 must be repeated for each service request related to the current order ID 4 With the button Finish all service requests can be accepted Click on the button Print service request datato print the service request information 31 August 2011 Page 26 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM T N syste ms ITESO JOULGET Accept service requests 1 Select a service request Shoping cart order ID 7 BAAINTOOOU2Z2079 1 entries returned I entries matched Refresh Mo Service lD Surname enduser Category Execution SLA deadline Demo User Supply General Service 124 02008 11210 2005 11 59 59 Phi 2 Check the shopping cart and customer components Shopping cart Customer components asset Related service requests 2 entr
10. Task Info Tab Timeline The tab Timeline illustrates the time scheduling within the supply chain process for the selected task Tab Additional contacts Task Details Timeline Additional contacts Requester Demo User Presentation2009 DE Phone 012313423123 Email address int maildummye eSnzk bmbyll telekom de IM requester Phone Email address Fig 104 Task Management Task Info Tab Additional contacts The tab Additional contacts shows the requester and the contact information of the requester The tabs get colored if a copy of a task or a VIP task is selected Task Details Timeline Additional contacts Company Demo NICE Company Presentations UN ENON UN ENON Contact Demo User Presentation Contact address 12345 Undervillage Mainstreet 1 PHS Phone 012127454545 Delivery address Category Installation of complete system Description supply Complete System Fig 105 Task Management Task Info Tab Task task copy Task Detail Timelne Additional contacts Company Demo NICE Company Presentations UN ENON ONENO A Contact Demo User Presentation Contact address 12345 Undervillage Mainstreet 1 1213 Phone 01231712312 Delivery address Category Installation of complete system Description supply Complete System Fig 106 Task Managemert Task Info Tab Task VIP 31 August 2011 Page 76 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 3 3 44 Wor
11. UE Bank Holiday Standard 2512 06 26 12 06 110107 eo 1207 6 12 07 01 01 06 2512 08 OA MTT The format ts dd mm yy Please don t insert spaces returns or other signs Each date has to have a new line Change holiday Information Change back to standard Step EH Manage holiday information Fig 175 Service Level Management Function Edit bank holidays 3 7 7 Action Manage customer The company name in official notation from the contract and a field for comments is shown in the tab company attributes T ster INTERMATIONAL TOOLSET Company attributes Contract information Supply information Operative information Company name _ Use the official defined company name as pe EE NE Son contract Will be displayed all over ARS as we Comment Demo MICE Company Presentations Will be used for comments and show as it is No further implication Step W Company attributes of 5 Cancel Mext Fig 176 Service Level Management Function Manage customer In the tab contract information you will find the CO Order number from SAP die contract number and the debtor number from SAP Furthermore you can select if a cost center check is required which provokes that only orders with a valid cost center can be created In the next field you can fill in an email address of the delivery or service manager who will get a monthly overview of billing data You can al
12. anita eiii 103 150 LBU Administration Function Manage roles add roles n rrvvvvevevveseeeeveseeiee 103 151 LBU Administration Function Manage roles permMiSSiOnS sssssssssrrenssrrnnssnrnnnnurnnnnurnnnnnnnnnnnnennnnnnnnnnrnnnnnrrnnnnrnnnnrrennas 104 152 LBU Administration Function Manage roles asslgnment irveveeevseeseseseesenev 104 153 LBU Administration Function Manage additional team membership mnmvrvrvveeerervevrsrrserserserserserrervesvssrsersensnn 105 154 LBU Administration Function Reset password ae nennen 105 155 LBU Administration Function Reset password modify profile s sssssssrrrreussssurrrnennnnnnrrrnennnnnurrnnnnnnnnnrirrrnnnnnnrrrrens 106 31 August 2011 Page 8 of 139 T Systems Enterprise Services GmbH Sh Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Web Service Request Management webSRM 156 LBU Administration Function Manage shipment addresses 106 157 LBU Administration Function PP e 8 UE pS 107 158 LBU Administration Function Manage assignment team lists csesssssessssesesssssesssssssssssssesseseesssssssessessesssnssnessseeseen 107 159 LBU Administration Function Transfer employee v cscsss
13. Action Manage customer MENUS sssesssssssessessssssessssessesssssssesssssssucssssssessesessessesassessussseessusssesssessssassussusassessussseessussseassesaseasanssstaseesaes 55 Seo EIN DSB an ee en nen ii 55 Sele see Gels a o A OP o A aes eee 37 Task Mae Eee O 38 ACUO SS O ee EE ee ee eine 41 Hele MA STEILE SE Mo 41 Neue CS ELG EE NEENA PE CCA EP O E T 42 PROUT TiS AA SE e OPE OO EU O RR 42 ACOR N OE oo F P ee oe a 43 PRE TON E GE EEE EEE ol o O oa 43 31 August 2011 Page 2 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 32 o A qn PP PO CE OO 45 390 Accion Manage Shopping Cananea 47 soc eco IL o 01214 0 a ee le ee een 48 O ACH TASAS DO ae 48 dll PCO SSS UIC UO WOOO pod AQ SE le lola IG GBE EE EE OO ei AQ 3 3 10 ACON NENNE 50 33 12 Aton Update CMDB ES EEE coa 52 ANN NNN 53 3 3 16 Action Update CMDB SySt M arras Do SON e o o EEE biteaneatanertenteseentontbiarsndenrcenibis 56 5310 ZI EIN OE o E e o od E o EA 96 NNN 51 SEE oo EEE 59 NN ENN 60 NNN 61 3320 DN 62 3 3 24 Action Manage ata MO rra 62 3 3 25 Action Manage related SyStem rmac 63 3320 NNN 63 PN NNN 64 3922 NNN NNN 65 0 029 Acton NOW Telated Service NPE ninia ENE 65 NNN NN 65 3331 Acon ses EN a0 5 parane ie EE E E E 66 NNN 67 Ge 1g ed more eene T een eee 69 DA ACON NEW CONO brinar aani ab 70 OS ACOA MIAE ec e PR PU II e PO iO OE AT 71 O ON SENO MES tea ee a a eu nee ee 12 DN NNN 13 93 9
14. After selecting the contact you can change the contact information see Action New contact and save all changes by pressing the Finish button in At System WSL NO TOOLS ST search contact Contact information Org unit Search for contact Table has Not been Loaded Refresh Sumame Firstname Email addres Fostal code City Fig 184 Service Level Management Function Manage contacts 31 August 2011 Page 124 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM 3 7 11 Action Customize functions In this dialog you can set functions visible or hidden according to the selected company Most functions are by default visible Some are by default hidden You can set them visible or hidden as you like depending on the company This action will need up to half an hour to effect the application You cannot change functions of the applications Service Level Management and LBU administration T MIEAMANONAL TOOLSET Available functions Diszipline Mos Field Service 5d Company Demo NICE Company Presentations Functions Refresh Application Function Detant Used Commercial Inventory Man Close complaints visible visible Commercial Inventory Man Edit contract visible visible Commercial Inventory Man Close contract visible visible Commercial Inventory ban Components loss visible visible Commercial Inventory Man Close additional posting visible visible set visible set hidden Step E M
15. Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig ES Eee EE 11 ZA Eele 0 e EN ee ee ee ee 13 SEE O eo A iO PER O OO Soo 14 A Start Center Frontend My Applications ccccccsssssesssssssessessessssssssssssssesssessesvssesssssssessesesvssessesssssssesseseessesessessssessessessesesessesaeteaseasen 14 5 Start Center Frontend My Profile rss 15 Bar Ge Modly my ee ed DO da rra 15 7 Start Center Modify my profile preferences 16 8 Function Close task with colored step labels of the required St pS sssssrrsessssssrrrrennssnnrrrnnnnnnnnnnnneunnnnnnnnnennnnnnnrrnnnnnnnnrrrreennnns 16 9 Start Center Modify my profile TLS r ccssessessessesseesesssessessesssssessessssssssessssssssseessessesvesessessssessessesssvesessessssessessessessesessessesesseesen 17 NNN ENN 17 1 Start Center Modify my profile NN 18 12 Start Center Modify my profile rOlOS c scssesssessessessesseessesssssessessesseesvssecssssssessessesesvesvesssssssssessessessesvssecsessnsessessessessesessesansesseaseens 18 13 Start Center Frontend My MESSAGES nun 19 o eee 19 A o A EA A PRO E E o O dave tate 19 Los E EEE TAA o PR ii o A A PSA 20 LE GE EO 21 18 Common Manage advanced filter s arch Manage ME aa 22 19 Common Manage advanced filter search Permissions u 23 20 Service Request Management Frontend v cscssss
16. assigned 31 August 2011 Page 48 of 139 T Systems Enterprise Services GmbH T T Web Service Request Management webSRM UTE FULT THS SS Assign and schedule Disposition date SLA Deadline A 1252005 11 10 25 AM OLA Deadline 1 1252005 11 10 25 4h scheduled date h 1 20 2008 11 10 25 AM a Assignee group DEMO DS PRESENTATION hd Assignee INT Demo User Presentation4 hd Step esign and schedule task of 1 Cancel Finizh Fig 61 Task Management Function Task disposition 3 3 11 Action Assetinfo to worklog A click on the link adds the system information including components to the task worklog 3 3 12 Action Update CMDB Move The function CMDB Move is displayed in a separate window This dialog is used to manage the move from one customer location to another The following information is displayed a list of the affected IT systems a list of configuration tems associated to the selected IT systems the address data of the current customer location the address data of the new customer location further details like distance in km working hours notes execution date Processing the move To process the move select the IT system that will be affected by the move Then press the button Execute move Press the button Move failed if the move could not be executed 31 August 2011 Page 49 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Managemen
17. in the middle of the page e the task action panel on the right frame of the page e the detailed information of the selected task on the bottom of the page A task originates in an incident or a service request and therefore it is created in the incident management or service request management This means that each task relates either to an incident or to a service request Inthe module Task Management the user can process the task information i e a task can be accepted copied to another task edited cancelled or closed With the link Work in progress the status of the task can be changed to work in progress Furthermore the related Cls can be viewed the CMDB can be updated e g for a move or disposal a task can be assigned to group of employees and a member of this group With the link Show related service request the user can skip to the module Service Request Management There the related service request will be shown in the service request Overview By default all tasks which can be processed by the user according to his access rights are shown complying with the filter all assigned DEFAULT While no task is selected in the task overview the task action panel in the right frame and the task detail panel on the bottom of the page are empty selection Options Panel Selection Options Demo NICE Company Presentations El Search for 30 all open tasks with value Search GERMANY ov Fig 47 T
18. you can open an attachment for the ticket INTERNATIONAL TOOLSET Manage attachments Ticket ID As 000001 087552 Add attachment Attachments Refresh Real Name File S ze 100000 1 log 1305436 100000 _2 l0g 2718713 Select an attachment in the table above and press the Open attachment button Open attachment to openrzave the attachment Step E Open attachment Cancel Finish Fig 80 Task Management Function Manage attachments 31 August 2011 Page 62 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM When the dialog is open you can see a potentially attached file in the table To open it you click on the file and then on the Open attachment Button You can add attachments by clicking on the Add attachment Button 3 3 25 Action Manage related system This function leads you to the Configuration Management Console where different functions can be applied on the pre selected Cl which is related to the task you came from From there you can get back with the function Show related task 3 3 26 Action Search for system component The function Search for System component is displayed in a separate window In this dialog you can search for a configuration item by several pre defined criteria The search criteria are pre defined e CIlID Asset IDr e Serial number e Customer component ID e Service ID For each criterion a particular value is requ
19. 09 51 1336 2499 Fig 5 Start Center Frontend My Profile With the button Moar ythe account information of the current user can be changed the absence can be put in for the task planer and the current roles of my account are shown in a table of the following dialog You can change the values and save them to the database by clicking the Finish button on the last page T WTERMATIOMAL TOOLSET My profile Preferences Filter Messages Absence Password Pim Confirm password mem Lost center i 2345 1 E mail address hiat systems com Int code Area code Phone Telephone 11111111111 Fax 22222222222 Step l Update my data Cancel Hent Fig 6 Start Center Modify my profile profile data Your personal data and password can be changed on the first page 31 August 2011 Page 15 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM T TERNATIONAL TOOLSET Fiter Messages Absence Roles Language len GB Preferred resolution 1024x768 Default application Start Center oa Automatic Refresh yes no of the ticket table Color required steps 6 ves no of dialogs Operation mode f Usability optimized O Performance optimized Back Step 2 Update my preferences of 6 Cancel Hext Fig 7 Start Center Modify my profile preferences On the second page personal preferences regarding the usability can be changed The preferred resolution
20. 2011 Page 16 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM TTS KTO Poets by profile Application Filter Application filters Application Filter Type Configuration Management Installed systems Custom Service Level Management All companies Default Task Management 30 all open tasks Custom Incident Management Mew Incidents Default LEU Administration All teams Default Service Request Management 30 all open service requests Custom Back Step 3 Update my default filters of E Cancel Hest Fig 9 Start Center Modify my profile filter For every application you can define the default filter for you personally applied directly when you open the window You can set one of your choice and set the type to custom or reset to the default filter which is defined for all users T SYSTEM TERAPIA JOLLE ET by profile Preferences Filter Messages Absence The elements in the tables represent active or inactive notifications for certain actions Some are by default active and others inactive You can switch them on or off in order to be sent or not to you personnally Additionally your malladdress must be configured and the language with which pon want to be notified Active messages Refresh lnactive messages Refresh Description Description New service task assigned to user Threshold for stock has been reached Service ta
21. 30 12 Jean A oo SI E O E R 111 JE EEG A e II e e O II a 112 3 7 Service Level Management nenne 113 STE SEES OA ONE 115 3 1 2 Action Manage service OFGAMIZALION nenne 116 III PC WOT INC IOC ee ee ee 117 a ee Eee 118 3 5 Action Manage delay CAUSES imrrvsvverererververvssvrerrerserserrervervsrrserserserserrervervsseserserserserrerveressrserserserserrerrervsstserserserserservervsseseesersenne 118 ee EA SEE 119 ILL PN 120 TD NN 122 TE FN 123 34 10 Action Manage GOAL Suramericana 124 TANN 125 TE NNN 125 ERE se EG 126 PENNEN PPP e O 0 EU E aatinaa basaa 126 ANE Ge MINAS WOS NS pad 126 TN 127 3 8 Commercial Inventory Management nrimvsvmvrsvrrsesvreservrrevrevvnmmsnmnenmnennennsnnnnnn 128 TD PNG 130 So ACI Ed EED N A 130 9 0 00 BENNO BIOS COMM Center e O 8 EI 191 oA ALU ISS 01619118 211 rra 131 NTP 132 4 Authentication und Authorization csscecssssssssrsssssecssssssssssssrssssssrsrsrsesaseesrsesaseserersevasnensesases 133 4 1 Authentication coccion 133 4 2 PULA es Olsen EE EE 138 31 August 2011 Page 4 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM APPONI osas 139 5 1 PIE SCHUNG SEE tocas 139 NS OSA e Neil O e e ERE EE 139 EE EG EE EE O A 139 31 August 2011 Page 5 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Table of figures Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig
22. 4 a i Export Data of all pour Companies Export Company Roles Employees Teams incl Roles Employees and Team Data of 2 Lancel Mest Fig 160 LBU Administration Function LBU overview Excel export The second step gives you the opportunity to get results in a table for three different input values that you can combine as you want Inthe upper part of the window Filters for team country and module can be set by the user Using the Enter Key a search through all datasets is possible while entering the Filter information By clicking the c ear felds button the Filter is set back to Default The result list in the middle part ofthe window shows all teams which meet the Filter criteria By clicking a certain column the list will be sorted by this column The user count column tells the user how many employees have the corresponding roles for the combination of country and module A zero in that column means that no member of the team has the corresponding qualification for the combination of country and module which shouldn t be the case If the user selects a row the list in the lower part of the window shows all members of the selected team 31 August 2011 Page 109 of 139 T Systems Enterprise Services GmbH A y als SUT OTE hk LA ILL Excel Export Roles of my team Roles overview of my teams Team em UT FT User count Country All All All All Web Service Request M
23. 4 1 Action Create system component The function Create system component consists of the steps e Select component from catalogue Select user and system Select action mode Select location Net Config data Create Cl Select component from catalogue You have to select the component to be created from thecatalogue The fields Component name and Component class can be filled in order to find the desired component trom a large number of components in the catalogue After you selected the component go to the next step T NIZHMATIONAL TOOLSET Select component from catalogue Select user and system Select acti Company Demo MICE Company Presentations 5d Component name Component class Component ID Cl catalogue Refresh Component ID Component name Class 24500001 Supply Complete System SERYICE PROCESS 2 4FR00002 Disposal SERVICE PROCESS A4R00003 Move Inland SERYICE PROCESS 2400004 Move same Building SERVICE PROCESS AAP OOO0S Component Addition SERVICE PROCESS 2 4 RO0006 PC EWO Dx2300 Microtower HADESKPC 2A4R00007 Motebook EO 65108 HIST 2 4 RO00008 Monitor LED TFT 19 widescree HAMON A4RO0009 Windows XP Pro SA RAT 2BE00001 Dell Desktop HADESKP 2BE00002 Upgrade to 468 RAM 2x28 HASPEICARD Select the Cl from the catalogue that you want to create Use part of the name or the class to search for tt Step EN Select Cl of 7 Cancel Next Fig 112 Configuration Management Function
24. 4 Action Manage cost center Add or edit a cost center of the customer Select a cost center from the list edit the data and press Saveto change the selected cost center Use the button Addto add a new cost center Select surname or last name of the cost center owner and save or press De eteto erase the cost center owner P Systems WTERMANONAL TOOLSET Manage cost center Company Demo NICE Company Presentations Cost center Cost center description E 2 Status Details baa d Cost center owner Surname Last name Hilde Hungerhaken Delete Cost centers Cost center Cost center description Details Step EI Manage cost center of 1 Clase Fig 173 Service Level Management Function Manage cost center 3 7 5 Action Manage delay causes Customize the delay causes for tasks of the customer here The Function Manage delay causes opens in a new window and shows the existing delay causes for the selected company To use special delay causes for a company press Customize Then it is possible to add delete or modify delay causes for the company You can add new delay causes by filling the fields while the layer 1 the language and the name of the delay cause are required The other values are optional After you pressed the Add button the new delay cause is shown in the table below You can also delete delay causes you do not need any more by selecting the row in the table and pressing the Delete butt
25. 6001 661 360 Break and Fix Service Level Bus0002 6001661 367 0002 6001 661363 0002 6001 661362 0002 6001661359 0002 6001661358 0002 6001 661357 0002 6001 661364 0002 6001 661361 Shipping and Handling Service Le0002 6001661366 0005 6000000735 0002 6001661356 0002 6001661365 0002 6001661355 0005 60000031 49741 0005 6000003150234 Customer Serial number SER VICESL HVYDESKPC HAMAUTAST SVMMEBBRIY SWOFF SWOFF HAMON HAMAUTAST SERVICE BSK HAMON SWBS SERVICE PROGES PROFIL HAMON 147 PROFIL 123 Acquisition date Status 12 232007 10 28 active 12 2 2007 10 28 active 12 2 2007 10 28 active 124 2 2007 10 28 active 1212 2007 10 28 active 12 2 2007 10 28 active 12 2 2007 10 28 active 124 2 2007 10 28 damaged 12 2 2007 10 28 active 124 2 2007 10 28 active 11 02 2008 09 41 active 13 02 2008 13 53 active 13 02 2008 13 53 1active 21 08 2008 18 12 active 09 02 2010 12 19 1active 09 02 2010 12 21 active Loss date Lost by vil Bi per y zz Serial number Customer CI number Step 14 Edit components Fig 71 Configuration Management Function Edit component 3 3 18 Action Customer contacts The function Customer contacts is displayed in a separate window In this dialog the customer contacts by phone fax and rescheduling can be documented Email or fax can be sent to the customer It consists of the following steps e Customer contacts e
26. 74 Task Management Function Close task IM version sssssssssesesssesessssssssssseesessvessessssssssseseseessssssssssssesseasesesesessesenteeteens 58 75 Task Management Function Cancel task OM version is srerververvevvevvrerrerserrerservervsrvserserserserrervervsrsserserserserrervesvssesersensnn 59 76 Task Management Function Cancel task IM version rsvverververververvrerserserserrervervsrvserserserserrervervsssserserserserrervesvssrsersensnn 60 T Task Management FUNCTION Back to Service Desk 60 FE SSE Ge EA ea AE eine E o oq o ME 61 79 Task Management Function Download tasks in nnnmennerverververrrerserserserrerververvserserserserrerververtserserserserservervsrsserserserserrervesvssesersensnn 62 80 Task Management Function Manage attachments cccssssesseseseesesssssesssesessesssessssssssssssessessessessesessnsessessesessesessesseseeseaen 62 81 Task Management Function Search for System component v cscesesssessesesseessessessssssseeseeseessessessssssesseseessesseseesessseeseeeen 63 82 Task Management Function Search for AttriOUteS ccccssessesseseeseessesssssssseeseessesvessssssssssssesessessessssessssessesesessssessesseseeeeesen 64 83 Task Management Function Service request details cancion 64 84 Task Management Function Show related System isssevevevvvvseeeseseseeseee 66 85 Task Management Function Edit installation parameter 66 86 Task Management Fu
27. Close service request Service request detail Show related tasks Download Service requests Request predefined search Print Manage attachments I er oe ID at I fest OS OPP O Bk ofS Company Demo NICE Company Presentations UNKNOWN Cost center 12345 I Quantity Component Status a 1 00 Adapter ready f Standard Laptop ready f Mouse ready f Laptop Bag ready ft Phone 012127454545 Delivery address Category Supply Complete System Standard Laptop Product 06875757 Standard Laptop DE MOOO02 Fig 20 Service Request Management Frontend The Service Request Management consists of e the selection option panel at the top of the page e the service request overview in the middle of the page e the service request action panel on the right frame of the page e the detailed information of the selected service request on the bottom of the page By default all service requests which can be processed by the user according to his access rights are shown complying with the filter all assigned DEFAULT While no service request is selected in the service request overview the service request action panel in the right frame and the service request detail panel on the bottom of the page are empty In the module Service Request Management the user can process the service request information that has been entered by the customer via the web portal ICT Lounge standard services only The entered service request will be tr
28. Component ID Component Class 4 4 r Back Step of Cancel Next 100 y La Internet Fig 64 Task Management Function Update CMDB Dispose Dispose to stock 3 3 14 Action Update CMDB Swap The function Update CMDB Swap is displayed in a separate window In this dialog components of the IT system can be exchanged for stock components spare part exchange Two lists are shown e alist of components related to an IT system e alist of components in the selected stock available for the component of the IT system that is to be exchanged e alist of available stocks at the current location To exchange a component of an IT system select the component that has to be exchanged in the list IT system components and the required stock in the stock list The components available in the current stock will be displayed in the list stock components Searching for component You can also search for a component by the Cl ID customer Cl number or serial number in a stock For this select a store from the stock list and enter a CI ID customer Cl number or serial number Press enter The required component will be shown in the list stock components if available Processing the spare part exchange Click on the button Change partsto process the spare part exchange Two kinds of processes can be initiated 1 According to stock configuration a fault report must be created The fau
29. DEMDOIDS FRESENTATION DEMO 05 PRESENTATION DEMO DS FIELD SERVICE DEMO DS PRESENTATION DEMO IDS TRAIN DEMO DS PRESENTATION RSS WEST DORTMUND TS 4 105 Field Service DEMO OS FIELD SERVICE DEMO DS OPERATION DEMO 05 PRESENTATION DEMO DS SUPPORT DEMO IDS TRAIN MDS Field Servi UNITED KINGD ll eld Servi i EINIG H OH TRUR Step 11 Overview Information Finish Fig 187 Service Level Management Function Customer overview 3 14 Action Create common user request T Systems INTEHMATIONAL TOOLSET Mew request Hote ro enter your request Text E mail Phone 00000000000 0000000 Tour requests Refresh Status Create date Modify date Step EN Create 3 new request Lancel Finish Fig 188 Service Level Management Function Create common user request 3 7 15 Action Manage wbs elements 31 August 2011 Page 126 of 139 T Systems Enterprise Services GmbH f S T Systems Web Service Request Management webSRM INIESTA TOOLS wbs element wbs element wh Element Detailed information pbs Element IL Description Status selectable not selectable Invalic Whe elements of this company wbs element Description Detailed Status 1 1 E selectable Step 1 Manage wbs elements Cancel Finish Fig 189 Service Level Management Function Manage wbs elements 3 16 Customer Info Tab Panel Tab Customer Fig 190 Service Level Manag
30. Email Fax e Actions Customer contacts Customer contacts by phone or fax can be documented Email Fax Email Fax can be sent to the customer Predefined templates for emails or fax are available for different cases Press the button F templateto fill the variables of the selected template Click on the button Send to send the email or fax to the customer Actions Caused by a customer contact the following actions can be processed e The customer contacts the assignee after the last possible attempt on the assignee s side The SLA deadline can be recalculated e A workaround solution has been processed The efforts for the workaround can be entered Click on the save conto save the effort data Press the button Solution by workaroundto document the workaround solution in the database The status of the 31 August 2011 Page 56 of 139 T Systems Enterprise Services GmbH te S L i ystems Web Service Request Management webSRM task will be changed to Done the status of the incident ticket will be set to Resolved e The customer desired execution date is out of the SLA deadline o The new date for the execution and the cause for the rescheduling can be entered o The customer can be informed by fax or email about the rescheduling o The SLA deadline will be changed T Sy IITERDESTIONALTOOLSST Customer contacts EmailiFax Actions O entries returned 0 entries matched Refresh
31. Microsoft Office 2003 Standard 0002 6INTO00037 SUYDFF Microsoft Internet Explorer 6 0 0002 6IMNTOOO038 SVVVVEBBRYV Adobe Reader 7 0 0002 EIMTOO0039 SVYTEXT Mouse 0002 6IMTOOOO40 HAMSUTAST Lost on h 2 2 2000 4 50 17 Phl al step lost component of 1 Finish Fig 130 Configuration Management Function Lost component 3 4 13 Action Manage stocks On the stock setup page the service ID can be renamed The stock can be also restricted to the set location In this case the stock Is only available for actions on systems at the same location To create a stock close the dialog by using the button Finish on the last page IMPORTANT You can not undo this action 31 August 2011 Page 91 of 139 T Systems Enterprise Services GmbH St Web Service Request Management webSRM TEATRAL Tubes stock setup Stock attributes List of stocks Company Demo NICE Company Presentations Service Stock ID 1 Rename the Service ID if you like to value with exactly 3 digits DEMOD 01 Best practice 2 digits Top level domain of the country For United Kingdom 3 digits Shortcut for the city London First stock 3 digits Count UKLNDOD 2 Shall the stock only be available for customers located at this site yes Customer address 12345 Undervillage Mainstreet 1 3 f you want a different company to be owner of the stock please contact webSRM Support via mail Step 4 Stock setup of 3 Cancel Next Fig 131 C
32. PROFIL HAMON 147 PROFIL 123 12 2 2007 10 28 active 124 2 2007 10 28 active 124 2 2007 10 28 active 124 2 2007 10 28 active 12 2 2007 10 28 active 12 2 2007 10 28 active 12 2 2007 10 28 active 121 2 2007 10 28 damaged 12 2 2007 10 28 active 124 2 2007 10 28 active 11 02 2008 09 41 active 13 02 2008 13 53 1active 1302 2008 13 53 active 21 08 2008 18 12 active 09 02 2010 12 1 9 lactive 09 02 2010 12 21 active em Jar SS ZZZFZZIIE3SCMWyer Serial number Customer Cl number Step 1 Edit components Fig 120 Configuration Management Function Edit component 3 4 4 Action Edit component attributes The function Edit component attributes is displayed in a separate window A technician can edit additional component attributes for the selected Service ID in this dialog The function appears in the list when a service task containing a Service ID has been selected Just mark the attribute fill in the value and press Save value To delete the value enter SNULLS in the field and press Save value If the component attributes are required you get an error and cannot delete the value 31 August 2011 Page 85 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM P Systems INTER LATIONAL TOOLSET Edit component attributes Attributes 1 won 1 Refresh Service ID Component ID tribute name Entry mode Access
33. Phone 0123112312 Email address ictmall t systems com Fig 201 Commercial Inventory Management Contract Info Tab Additional contacts The tab Additional contacts shows the owner with contact information and the manager with contact information Contract Components Area Components Refresh Component Adobe Reader 7 0 Fig 202 Commercial Inventory Management Contract Components Area In this area the components of the related contract are displayed 4 Authentication und authorization 4 1 Authentication The following table contains all current available roles in the webSRM configuration Role Function Application Commercial Inventory Commercial Inventory Manager Management 31 August 2011 Page 133 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM Manage contacts Manage additional team Cust LBU Administrator membership LBU Administration Manage user profiles Search for system component Manage advanced search filters l Configuration Management Customer asset view Print label Customer_own_support_team Task Management Service request details Manage advanced search filters IM_VIEW BON glei Ess Incident Management Show history Incident_Manager SU ans E Task Management membership LBU Subadministration LBU Administration 31 August 2011 Page 134 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM Reports
34. Press button ADD Condlhitionto add the condition For different attribute conditions repeat the step 3 1 3 4 above Added attribute conditions can be removed after selection at the table by pressing the button REMOVE Condition 4 Start search by pressing the button Search The button Fesefresets the complete search condition 31 August 2011 Page 90 of 139 T Systems Enterprise Services GmbH OE S A ystems Web Service Request Management webSRM WIE PUPP Orth TOOLSE Company Attribute EA Kind of system Attribute value Product ID Logical join EA REMDYE Condition ADD Condition Table has Not been Loaded Search Attribute value Logical join Reset Back Step 2 Search for attributes Fig 129 Configuration Management Function Search for attributes 3 4 12 Action Lost component The function Lost component is displayed in a separate window If a component is lost you can mark it set the date when it was lost and press the button Lost T WERL SOHAL SOC s Lost components Service ID 05949506 Product Developer Desktop Components for Service Ib 14 entries returned 14 entries matched Refresh Sell ID Customer PROFIL Shipping and Handling Service Li 0002 SINTOODOSS SERVICE BSK Break and Fix Service Level By 0002 6INTO00034 SERVICESL Microsoft Windows XP Professic 0002 6INTOOO03S SABS Microsoft Outlook 2003 0002 SIMTOOOOSE SAFF
35. Service Level Management Imprint E gele ao zen Selection Options Search for E companies with value Search Company name e Function Demo NICE Company Presentations Mew customer Manage service organization Mew location Manage cost center Mew contact Manage delay causes Edit bank holidays Manage customer Manage locations Manage contacts Customize functions Manage supply chain Customer overview Create common user request Manage wbs elements Customer Company name Demo NICE Company Presentations Comment Demo NICE Company Presentations Fig 166 Service Level Management Frontend The Service Level Management consists of e the selection option panel at the top of the page e the customer overview in the middle of the page e the customer action panel on the right frame of the page e the detailed information of the selected customer on the bottom of the page The customer overview shows all companies which can be managed by the user according to his configured permissions By Default the first company is selected and the detailed information about the company is shown in the service level detail pane The service level action panel shows all possible actions which can be performed on the selected company Inthe module Service Level Management the user can manage customers and company locations It is possible to create new customers or manage already con
36. access rights are shown While no system is selected in the system overview the system action panel in the right frame and the system detail panel on the bottom of the page are empty In the module Configuration Management the user can get an overview of the systems If the company of the selected system Is not using the billing module of the tool suite which is not part of webSRM there is the possibility of creating deleting and transferring systems These functions are not part of this manual at this time selection Options Panel Search for Al systems l with value Fig 109 Configuration Management Frontend Selection Options Panel Search I You can reduce the number of systems displayed in the system overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of systems Only those systems will be displayed who match the criteria 31 August 2011 Page 78 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM With value In this field additional search criteria must be entered if required by the filter definition Filter Examples e All systems Shows all systems which can be processed by the user according to the us
37. button Change parts Search Component ID stock components Refresh Component Component ID Customer Serial number Article number Class Mouse DEMO 004 Heh Customer Component ID O002 6IMNTOOOO26 DEMO 005 Serial number Step 1 Spare part exchange of 1 Cancel Finish Fig 65 Task Management Function Update CMDB Swap 3 3 15 Action Update CMDB Install Add The function Update CMDB Install Add is displayed in a separate window Update of CMDB The following lists are shown e alist of delivered components without logistics e alist of delivered components with logistics e alist of activated components asset With the arrow buttons components can be moved from the list with the delivered components to the list with the activated components The buttons with twin arrows can be used to move multiple components from one list on the left to the list on the right the small buttons with twin arrows or from both lists on the left to the list on the right the large buttons with twin arrows in the middle Click on the button Info to show the license information for the selected component only for components with license liability The information will be displayed in a new dialog 31 August 2011 Page 53 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM TTS HANOI TOOLSE Update CMDB Order tem ID G amp A4PINTOODD207T5S Servic
38. consists of the following steps e Location Contact Date e Deactivation Location Contact Date Address data of the intermediate storage facility where the IT system is stored temporarily until it will be disposed the contact information for the logistician return date for the disposal the pick up date for the collection of the IT system that will be disposed Deactivation The following lists are shown 31 August 2011 Page 50 of 139 T Systems Enterprise Services GmbH N par i i T Systems Web Service Request Management webSRM e List of components related to the IT system that are to be deactivated components for deactivation e List of deactivated components e List of components related to the customer asset For the deactivation select the components that are to be deactivated in the list components for deactivation and press the button with the single arrow Use the button with the twin arrows to move one ore more components from one list to the other in one step For the deactivation of the software components related to the IT system press Deactivate all SW For components that have been lost press the button Loss reported Click on the button nish to process the disposal T INTERNATIONAL TOOLSET Location Contact Dates Deactivation ServicelD 05621316 System location Postal code 3994 Ak City Houten Street Building E1 Surname End First name Karel van der Co
39. in ready for in ready for in ready for in ready for in ready for in ready for in ready for in Step EN Show shopping cart Fig 58 Task Management Function Manage shopping cart components On the second page the attributes of the system Service ID are displayed A selected attribute is displayed in the lower part of the dialog dependent on its configuration name of attribute value of attribute optional additional buttons to support input calendar menu If the attribute is changeable the Save value button is displayed After saving the new value is displayed in the table There are also some special attributes with complex data types In this case in the lower part of the dialog a web form is displayed with the content of the selected attribute If the attribute is changeable the changes will be done by using the displayed web form T TERN NO TOQLSST Shopping cart Edit components Attributes Component IC Component Attribute 0002 6INTO00903 Supply Complete Room 0002 6INTOOOS03 Supply Complete SSocket Building o K Step al htanage components Back Fig 59 Task Management Function Manage shopping cart component attributes Refresh Type Access Order value System value required write 2 required write 2 required write 2 Save value of 2 Cancel Finish 31 August 2011 Page 47 of 139 T Systems Enterprise Services GmbH Sh Web Service Re
40. in order to avoid the purchase of this component The component s appear in the table Components without compensation delivery This is the end of this process You can now activate the other component with the function Update CMDB Install Ada lf the components are with receipt of goods you press the button delivered components gt in order to send them back T VTTEF LAT OAL TOOLS Update CMDB Service Request ID 64FGITO00000227 Service ID 05803363 Status ordered 1 Select cause 2 Select components Components without receipt of goods Refresh Components with compensation delivery Refresh Requested components Component ID Component ID ordered component gt Components with receipt of goods Refresh men SELG lt subsequent delivery eyDoar delivered component gt Components without compensation delivery Refre Component ID Step 1 Update CMDB a Cancel Finish Fig 86 Task Management Function Subsequent delivery In the following dialog indicate whether the components are already fetched or not and then press the button gt 31 August 2011 Page 67 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM P Systems INEHNATIONAL TOOLSET Components Contacts Cause Transport damage 0 entries returned O entries matched Refresh Component ID Component Class 1 entries returned 1 entries matched Refres
41. new copy of an existing task source task can be created in order to assign the copied task to another employee and to close the source task This function can be used for example if the task is to be followed up by another employee At first with the steps Delay cause Update times Update worklog and Update worklog the source task can be changed A data entry in the functions Update times Update worklog is required for closing the source task In the step Assign copy the source task can be assigned to another group and to a member of this group Finally the source task can be closed in the step Close parent task if required Cause of delay This tab will only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Update times Actual times needed to solve the problem Cause code Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be filled Update worklog new entry for the worklog can be added The worklog contains the description of the work that has been processed Closure category Known errors can be documented related to the task The field incident history shows the errors that have been detected in the past read only field Assign copy The copy of the task can be assigned to another group and
42. solver onsite MDS RS dispatcher MDS RS technician MDS SRM Dispo The roles are based on the current configuration MDS MDS FS spare part switch MDS FS technician SO 31 August 2011 Page 138 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 9 Appendix 5 1 Pre settings 5 1 1 Task status Pre defined values Assigned Work in progress Done Closed 9 1 2 Service request status Pre defined values New Work in progress Done Checked Closed T 31 August 2011 Page 139 of 139
43. the employee had in the old team are deleted T MIEAMATONAL TOOLIET Transfer employee Transfer employee from Old team DEMO IDS ADMIN to Mew team Employees Login name First and surname DEMO DS SD DEMOIDSADMIN Inbox 1 Select a new team from the menu 2 Click on the button Transfer employee to new team 3 The employee will be removed from the old team 4 You can choose whether all roles for the employee will be deleted or not Delete roles yes Transfer employes to new team Step 1 Transfer team members to other team Fig 159 LBU Administration Function Transfer employee 3 6 10 Action LBU overview The function LBU overview opens in a new window and gives the user an overview about all mapped Roles Teams and Countries There are two ways to get an overview and therefore two steps in this dialog The first one is to download one of the four excel files and open or save it Each version is explained and shows the results according to different input data 31 August 2011 Page 108 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM T MJEHMAONAL TOOLSET Excel Export Roles of my team Please select pour Export a Export Teams Export Data of all pour Teams a Export Data of all pour Employees Export Employees T eams ling their Team Data Export Data of all pour Roles Export Roles Employees Teams Incl Employees and Team Data
44. title Surname Firstname perme o E mail adress Motification language Example firstname sumame l t systems col Int code Area code Phone VIP ir i T yes 2 Int code area code 2 Phone Personnel number Int c fax Fax code Fax number Loginname ES Step E Contact information E Cancel ect Fig 182 Service Level Management New contact contact information One the second page of the dialog you select a city of the previously administered locations for this company In a pop up window you can chose of one probably more addresses in this city By doing this the team field will automatically be filled Additionally you can add information about building and room as well as the cost center 31 August 2011 Page 123 of 139 T Systems Enterprise Services GmbH f S Systems Web Service Request Management webSRM T P T Systems i BTS FNS OSL TOOLSE Contact information Org unit 1 Company Company name Team Demo MILE Company Presentations DEMO IDS FIELD SERVICE 2 Select address data and all other data Post code City Street Bang Bamberg filhelmsplatz 3 Country Cost center GERMANY kosm Building Office Room Org Unit Ressort ll Back Step 2 Ong unit Cancel Finish Fig 183 Service Level Management New contact Org unit 3 7 10 Action Manage contacts You search the contact person that you want to edit by typing the name in the search field
45. to a member of this group By default the field assignee group is pre defined with the related group of the current user and the field assignee is pre defined with the userid of the current user If the default values will be left unchanged the status of the copied task will be set to new However if the task is assigned to another group employee the copied task will be set to assigned 31 August 2011 Page 45 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM Close parent task If required the source task can be closed using the check button c ose parent task yes In this case the status of the source task will be changed to closed If you copy an incident task the parent task will be closed If no Task finished date is set the current timestamp is set by the system The Task finished date has to set be after create date of the source task and within a time interval which is set for the company Default interval today 00 00 00 today current time With the button Anish the changed data in the source task will be saved and a new copy of the source task will be created INTERIOR LAL TOOLS Update worklog source task Assign task cr Total time dies Total distance Manage times whe element Cancel Next NTE E Orb Parse Update worklog source task Closure category source task Source task Close source task 7 ves Task finished E Mar
46. 0 2000 NOW er ne rr E yu 13 BI T AONA 015100 ORO EEE e yA 13 SAN NNN 14 NNN 74 332 Accion Ci COMM Oe eE UE o 74 MTV 5 A een CO Eo nee ee A E 1 3 4 Configuration IV GU ACLS WC EEE EE nennen 78 3 4 1 Action Create system cComponentu nuumsnvnvssnneiinnnmnsseisinineninsisvssnivneeinnunanvnviisevvnsnsnivvnvvnenvinsvensvisvnevvisvie 80 PENN o y e o O PI T E 84 Aer AUE 0 1010 NON EE RE 85 344 PHONE cdt component a DU sonando 85 345 Action Download systems COMPONEN israel 06 40 ANNEN NN 86 Tr ACUON Pelle SE CONE aa f 940 FCW ON is DEI 279 1 000 ola 88 34 9 Action Repair COMPONENT raid 88 9 4 10 eee sea eg oo eesiaames naain oa Enia Saaana eee 89 T See Or SE ee EE 89 EE Aon OBEN 91 924 13 Action Manage GE GREENE 91 31 August 2011 Page 3 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM SE el ee VEO EE ER a a a a i 93 TDN 94 TNT 94 3 D Incident TW AIAG SCI EE 96 D NNN 97 332 O LOS A Eo een 97 3 6 A nee een ie 99 3041 PCO NS MIES ani nds 101 EEG EE er etre 101 303 MN Ge eee 102 3 6 4 Action Manage additional team membership o 104 03 Pan BED Noll ee E ee ee 105 300 Alone a9 DREH AI SE eaU EEAS DERENAN AEO ASETE 106 GE JE y oe NENNEN EAEE S REEE a 106 3 6 8 Action Manage assignment team Isis 107 909 NTN 108 30 10 POF Be EES IS EEE 108 3 0 11 Action REQUEST USE deactivation condados 110 3 6 12 Action Manage LBU teamMS sinusitis 110 SOPs RO A a PO ee ren 111
47. 000 1 00000000 EBB1 00008559664 05803083 DEMODON Standard Desktop 999999 0 00000000 1 00000000 KBBI00008614021 05782958 DEMODODT Standard Desktop 999999 0 00000000 1 00000000 EBB1 0000861 4024 05782960 DEMODON Standard Desktop 999999 0 00000000 1 00000000 EBB1 00008614031 06782968 DEMODOd Standard Laptop 999999 0 00000000 1 00000000 EBB1 00008614049 05803303 DEMOOOTE Slimline Laptop 999999 0 00000000 1 00000000 KBB100008618271 05806598 FEMOTO09 Microsoft Outlook 2 999999 0 00000000 1 00000000 Fan anna NTT AE Ae MM Pridmi Mini kd ML TTV nnn nm AN 4 FAA ees f 82 pS eS Contract Details Additional contacts Company Demo NICE Company Presentations Components Refresh Profile name Adobe Reader 7 0 Cost center 12345 1 Adobe Reader 7 0 Beginning on 23 11 2007 00 00 00 Ending on nn Fig 191 Commercial Inventory Management Frontend The Commercial Inventory Management consists of e the selection option panel at the top of the page e the contract overview in the middle of the page e the contract action panel on the right frame of the page e the detailed information of the selected contract or additional posting on the bottom of the page Selection Options Panel Search for Al contracts l with value Search Fig 192 Commercial Inventory Management Frontend Selection Options Panel You can reduce the number of contacts and or additional postings displayed in the contract overview by using
48. 4 51 Task Management Function Assign task to remote nesenseesssensensennennennnnnnnnnnnnnennenensensensnnsannannnnnnnnnnensensensensennensannannennannannn 42 31 August 2011 Page 6 of 139 T Systems Enterprise Services GmbH Sh Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Web Service Request Management webSRM 52 Task Management Function Assign to myself selection Of OWN team i iuvveeeeeseemein 42 53 Task Management Function Task Scheduler nase 43 54 Task Management Function Edit task OM version siii dde ie 44 55 Task Management Function Edit task IM version 45 56 Task Management Function Copy task OM version 46 57 Task Management Function Copy task IM version erica aia 46 58 Task Management Function Manage shopping Cart COMPONENES nnrererrerrrrersersrrersersererrerserrrrersersererserserersersererserseenn 47 59 Task Management Function Manage shopping cart component attributes niiuvvvvvvvvvvevevvvv Af 60 Task Management Function Logistics coordination anna 48 61 Task Management Function Task disposition v cccsesesssssessessesseessessssssssssseesessssssessssssssssssesessessssessessss
49. 7 01 2008 13 55 17 Roland Dietech Description test Fig 139 Incident Management Front end The Incident Management consists of e the selection option panel at the top of the page e the incident overview in the middle of the page e the incident action panel on the right frame of the page e the detailed information of the selected incident on the bottom of the page There are all new incidents displayed which correspond to the permissions of the current user After selection of an incident the details at the bottom are filled and the functions table on the right is refreshed This module can only be used as an overview for incidents There are no possibilities to work on an incident ticket 31 August 2011 Page 96 of 139 T Systems Enterprise Services GmbH DE _ tems SUUILLO Pre Web Service Request Management webSRM Selection options panel Selection Options Search for New Incidents with value Search Fig 140 Incident Management Selection options panel You can reduce the number of incidents displayed in the incident overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of contracts and or additional posti
50. 78 22 8 23 8 24 8 25 8 Name Demo Steffi0 ppel Demo Ulichvolkm Demo Gerrieventer Demo AlwinM atthe Demo MarinusVisser Demo JuanManuel Sun 26 8 Demo Katia4pareci Demo JuanJoseFer Demo AndrewShel Demo DanielKlitzke Demo StephanDre of 1 Cancel Finish Step 11 Assign tasks Fig 53 Task Management Function Task Scheduler The values in the field Team depend on the company coming from the selected task If you have more than one task selected the first one determines the values During the assignment of multiple tasks the workflow determines tickets that break the rules of the configured assignment for the company in this assignment process and gives you a list of the message displayed on the screen To assign tasks go through the following steps e First of all you have to select the tasks you want to assign For this purpose you use the Search for menu that you know from all consoles Then you select the team and the first of 7 days to determine the date and time for the tasks e When you click on the button use selected values the members of the team and the 7 days appear in the table Users of the selected team Then you select as much tasks as you want to assign to the same person on the same day at the same time e After you selected the day ant the time you click on the button gt gt gt Assign gt gt gt The number of tasks that have successf
51. All Companies All Companies Demo NICE Co Demo NICE Co Demo NICE Co Dema NICE Co Demo NICE Co Demo NICE Co Role LEU Administration Service Level Management SLM Reporting Ik VIE Local Asset Manager Non MDS MOS F5 dispatcher MDS FS Multiple Assign MOS FS spare part switch MOS FS technician Step 6 View my roles Fig 12 Start Center Modify my profile roles Service module Administration LBU Administration SLM Administration SLM MDS Field Service MDS Field Service MDS Field Service MDS Field Service MDS Field Service MDS Field Service Cancal Finish 31 August 2011 Page 18 of 139 T Systems Enterprise Services GmbH St Web Service Request Management webSRM My Messages My messages Short description Mew Service Desk implemented for Customer Clariant Call Overflow in Service Desk Europe 2 Fig 13 Start Center Frontend My Messages 1 73 Global Navigation TERNA LISTA Task Management Imprint Data Security Contact Help Logout o l Start Center l Task Management Service Request Management Fig 14 Global Navigation Panel Ineach module a menu is implemented for the global navigation within the application WebSRM The menu contains the main functions Start Center Task Management etc 1 7 4 Logout VM Imprint Data Security Contact Help You have successfully logged out Login Fig 15 Logout page To leave the application WebSRM click o
52. CE Co 05850728 Mey DEMO DS FIEL 6APO000001577276 Supply Complete System Demo User Demo NICE Co 05965455 Mew DEMO IDS PRE HAPO000001581017 Move Standard Demo User Demo NICE Co 06792956 Mew DEMO IDS PRE BAPOOO0015S1494 Supply Complete System Demo User Demo NICE Co DEMO IDS PRE 6P000001591496 Supply Complete System Demo User Demo NICE Co 05875779 DEMO IDS PRE 4P000001591506 Supply Complete System Demo User Demo NICE Co 05875819 BEMGIDS PRE 64P000001607367 Supply Complete System Demo User Demo NICE Co 05880378 DEMOIDS FIEL H PO000001613340 Supply Complete System Demo User Demo NICE Co 06884249 DEMO IDS PRE HAPO00001627129 Component Addition Demo User Demo NICE Co 06792956 DEMO DS PRE 64P000001641384 Supply Complete System Demo Uzer Demo NICE Co 05900153 DEMOIDS FIEL 4P000001641403 Supply Complete System Demo Uzer Demo NICE Co 05900154 DEMOIDS FIEL 64P000001641425 Supply Complete System Demo User Demo NICE Co 05900155 DEMO IDS PRE HAPO00001643511 Supply Complete System Demo User Demo NICE Co 05900631 DEMO IDS PRE 4P000007643617 Component Addition Demo User Demo NICE Co 06833902 DEMO IDS PRE PA PANNA TT A eee ee Mises ll S nea Ka A Beka ae AM Ay service Request Details Supply Chain Timeline Additional contacs a Create tasks Assign service request Edit service request Reject service request Enter configuration parametere Cancel service request
53. Cat Sy es ve 421 required werite Room 4 21 Save Yale Step Ei Manage component attributes Fig 121 Configuration Management Function Edit component attributes 3 4 5 Action Download systems components The function Download system component is displayed in a separate window Here you can download lists of systems that are related to one or all of the companies that you have permissions to The handling is similar to that of all other downloads in webSRM ERIN II O A Filter Export Company Demo NICE Company Presentations kd Processing Status ordered e installed e in transfe e inoperative e delete of 2 Clase Mest Fig 122 Configuration Management Function Download system component 3 4 6 Action Deactivate system component The function Deactivate system component is displayed in a separate window To deactivate a component you press the button Deactivate component after marking the component that should be deactivated 31 August 2011 Page 86 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM For deactivating the complete system press the button Deactivate complete system Then all active components will be deactivated and the system gets the status inactive T Syste INTERDESTIONAL TOOLSET Deactivate y temicomponents Service ID DEMO0101 Product Standard Desktop Status Acti
54. Edit installation parameter TODO P Systems INTERLSTONALTJILSST Installation tasks Parameter overview ParameteriPackages Archiv SWM System SWM Server ServicelD Assignee group for system UNBEKANNT UNBEKANNT 05949552 DEMO IDS PRESENTATION Product SID status Assignee group Access authority T IEI Allgemein Notebook vi active DEMO IDS FIELD SERVICE read write Postal code Last initialization Waiting action 12345 11 24 2008 11 23 39 AM Refresh Current tasks for service request SWM system GAPINTODODODOS Showing 0 0 of O Refresh RolloutlD Comp ID SAM system Package ID Packagename Tasktype Taskstatus Allocationdate Installationdate Parameter status of current task Showing 0 0 of 0 Refresh Variablename EN YTN Step 4 Edit installation tasks of 4 Close Next Fig 85 Task Management Function Edit installation parameter 31 August 2011 Page 66 of 139 T Systems Enterprise Services GmbH Sh nn S Systems Web Service Request Management webSRM 3 3 32 Action Subsequent delivery With this function you can influence the delivery of components The function has to be configured for the company by application support First you have to select the reason from the menu of the field Select cause Then select the component from the table field If the components are without receipt of goods you press the button ordered components gt
55. GmbH T Systems Web Service Request Management webSRM 3 5 Incident Management T Systems MIERMANOMALTOJLJZT Incident Management Ka Selection Options Search for New Incidents with value search Incidents 4 Page 1 Preferences Refresh Actions Preferences City Street Service ID Category Source date OLA date SLA deadline Close date Function Imprint Privacy Contact Help Logout Under village Under village Under village Undervillage Under village Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 EXT Accor Hardy 07 001 2008 13 54 EXT Accor Harde 07 4001 2008 13 54 EXT Accor Hard 07 4001 2008 13 54 EXT Accor Harder 07 01 2008 13 54 1 EXT Accor Hard 07 001 2008 13541 Show related tasks Dortmund Diisteratr 32 34 Dortmund D sterstr 32 34 Dortmund D sterstr 32 34 Dortmund D sterstr 32 34 Undervillage Mainstreet 1 EXT Accor Hardy 18 01 2008 14 02 EXT Accor Hardy 13 01 2008 14 02 EXT Accor Hardw 3 01 2008 14 02 EXT Accor Hardy 1 3 01 20085 14 02 EXT ITtSchool He22 06 2009 12 15 Details Additional contacts Company Demo MICE Company Presentations 07 01 2008 13 55 17 Roland Dietech Contact Demo User Presentation Contact address 12345 Undervillage Mainstreet 1 EXT Accor Hardware Local Client Desktop Fehleranzeige Phone OO49 01212 454545 Category EXT Accor Hardware Local Client Desktop Fehleranzeige 0
56. Invoice Systems or components Ordered pez Services or identifications Approval KO Active Active cancellation in progress Invoice In progress Subject Inactiv yes Base Picked up amp Additional Closed Step 1 Edit basic contract data of 4 Cancel Next Fig 195 Commercial Inventory Management Function Create contract On page Base the basic data of the new contract like Service ID status type and subject can be edited The product can t be edited The product Searchfunctionality is not yet implemented 3 8 2 Action Edit contract This action edits the contract information TEA TOUS ET Commercial inventory Price and payment Related components All components Contract no Product no Productname IKBE1 00008553653 IFEMO1 011 Adobe Reader 7 0 Subject Contract type Status Additional Systems or components Beginning on Ending on Runtime Runtime unit 2311 2007 00 00 00 E al M e Amount Unit po Service ID Froduct key Service ident Identifier 05803083 05803083 Step EN Edit contract data of 4 Cancel Hent Fig 196 Commercial Inventory Management Function Edit contract 31 August 2011 Page 130 of 139 T Systems Enterprise Services GmbH Sh nn S Systems Web Service Request Management webSRM The basic contract items like subject contract period are shown on page Commercial inventory Price and payment inform
57. Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Service IP 05949546 05949550 05949552 05949553 05949554 05949555 05949556 05949557 05949550 05949559 05949560 05949561 05949562 Status Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned Assigned A ssiriner Category Installation of complet Installation of complet Installation of a complet Installation of complet Installation of complet Installation of complet Installation of complet Installation of complet Installation of a complet Installation of a complet Installation of complet Installation of complet Installation of a complet Installatinn nf rnmnlet Incident category Incident sho Fig 48 Task Management Tasks Overview The task list can be sorted by column Just click on the surname for example and the list will be sorted after surnames To refresh the panel click on the button Aefresf With the arrow keys you can skip from one page to another Selecting a task will highlight the related row in magenta 31 August 2011 Page 39 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Task Actions Panel Function Assign task Assign task to remote Assign task to myself Task Scheduler Work in progress Edit task Copy task Manage shopping cart Logistic coordination Task disposition Asse
58. OQUO0001 Demo NICE Co Presentation Demo User 12345 Under ills 05830314 ordered 12345 Demo NICE Co Presentation Demo User 12345 Ondervillz 05830315 ordered 12345 Demo NICE Co Presentation Demo User 12345 Under ills MEN mid 4 eco an a Bios a blide fr bes io Bears a A 1 _ I TAC I ll 4 k Fig 110 Configuration Management System Overview The system list can be sorted by column Just click on surname for example and the list will be sorted after surnames To refresh the panel click on the button Aefresf With the arrow keys you can skip from one page to another Selecting a system will highlight the related row in magenta System Actions Panel Function Create systemicomponent Edit system Edit Component Download systems components Delete component Repair component Transfer component Search for system compoanent Lost component Manage stocks Manage stock threshold Reports Import system data Activate system component Deactivate y tem component Print label Fig 111 Configuration Management System Actions Panel 31 August 2011 Page 79 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM In the actions panel a list of functions for the processing of the selected system is displayed The number of functions shown in the actions panel depends on several criteria like the status of the order the role concept and the resultant access rights assigned to the user 3
59. Service Request Management Download service request Step 2 reneenennennennennnnnnnnnennennennnnennnnnnnnnennennennennennnnnnannenennennenn 32 35 Service Request Management Download service request Step Benin 33 36 Service Request Management Function Request predefined search 33 37 Service Request Management Function PT ae aan in 34 38 Service Request Management Function Manage attachments nssvvevevvseemmme 34 39 Service Request Management Function Manage customer MENUS mumrmevreverrerrersersersersvrsvrsersereererrersersersersersersersersereesne 35 40 Service Request Management SR Info Tab Service Request rimer 55 41 Service Request Management SR Info Tab Details i i nseevneeenmnsseennneseeennssesmmn 36 42 Service Request Management SR Info Tab Supply Chain s eevvrvseeeeeseeeeeeeeerereseee 36 43 Service Request Management SR Info Tab Timeline usevvevevevvsvsesesmeeeeeesie 36 44 Service Request Management SR Info Tap Additional contacts w csssessesesesseesesssssessessesseessessesesssesseeseessessssessesseteeteeen 36 45 Service Request Management SR Components Area rsrsevvvvvsssmmeesseeen 3 AS IS AI NENE dr ai coi 30 47 Task Management Frontend Selection Options Panel cssscseseseessesssssessssessessesvssssssssssessesessessssessssessessesessesvesesssseeseaen 30 48 Task Management Tasks NN 39 ZI Task Management Task A e e ERE PS OSO 40 50 Task Management Function Assign een nee
60. T AAA oa 4 Product no FEMO1004 FEMO1005 FEMO1002 FEMO1009 FEMO1008 FEMO1010 FEMOIO11 FEMO1004 FEMO1005 FEMO1006 FEMO1003 DEMODOO DEMODOO DEMOODON DEMOODD DEMOODTE FEMO1009 Friedmann Product Mouse Keybord Monitor 19 Microsoft Outlook 2 Microsoft Office ZU Microsoft Internet E Adobe Reader 7 0 Mouse Keyboard Desktop F Monitor 19 Standard Desktop Standard Desktop Standard Desktop Standard Laptop Slimline Laptop Microsoft Outlook 2 kd LL VILL mm AM SAF article 344939 999999 999999 399959 999999 9399999 999999 939399355 339333 999999 999999 999999 999999 999999 999999 9399995 334939 Mr Fig 193 Commercial Inventory Management Contract Overview Costs 0 00000000 0 00000000 0 00000000 0 00000000 0 00000000 0 00000000 U 00000000 0 00000000 0 00000000 0 00000000 0 00000000 0 00000000 0 00000000 0 00000000 O 00000000 0 00000000 0 00000000 Sa a a Total coste 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 A a Quantity 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 1 00000000 4 modi Ee Es EN ee Ee sis Refresh The contract list can be sorted by column Just click on the costs for example and the list will
61. T Systems Enterprise Services GmbH Web Service Request Management webSRM User Manual Project Date Version State Author Filename webSRM 31 August 2011 6 2 Completed Kai Sch nherr Christian Jackisch Portale APP UM webSRM v6 2 doc T Systems Enterprise Services GmbH T a y f fri gu a go rn eas l Y is D S A B Y i 4 i i gt A a AJ GU WM A e De i P N AN h y Y AJ Y N A e Web Service Request Management webSRM Table of contents 1 1 1 1 2 1 3 1 4 1 5 1 6 1 7 Veta 1 7 2 143 1 7 4 2 3 3 1 FF ELLE VA STII UA 10 ABDOU GOC UMEN EE EEE EN EE 10 ETNA 10 FANN 11 SV SUSI OVEN Maa 11 MEG due EG EEE FERNE E 12 MUNN 13 RUNE APPI CATON EEE EN KNE ceda 13 Eos EE o OU IIA 13 e e o e US OR A 14 EA o A cp e So EEE o O A 19 EEE 19 SJEL el JE NEEIETEEEEENENER ILEEELRHEER 20 MUS 21 GOMMONTUNCIONS aeg 21 eee 0 EE NE 21 PT 21 Service Request MANAGEMENL ecsscssecsssssssssssesessesesessesesesecesesessusesaeeusesaeeesesaeeesesaseesesaseusesaseusesatensesatensesans 24 NNN 26 MENN e po Me PR PRO II A 21 Action Enter configuration EL GE rescata 28 EEEO EN dor catan 29 ela SO A ee o El pj PEER E 5 EI o E E 29 eo een EEE 29 AO es ee EEE 30 GOE EE cada 30 le enes Ke 0 ES das 31 ATO PP A ee ee 31 Action Download service requests conociera 32 Acorn Pete DEIN PA Pe Pe y UE A 33 TN 34 INC NONE Manage Al ACU MMI SE e or A OR O acnaen canteens 34
62. The task can be assigned to another group of employees and to a member of this group In this case the status of the task will be changed to assigned Sr LIT OSLAL TOOLS Actual times Total time 0 minutes Total distance Manage times whs element Step i Update times Cancel Next Fig 50 Task Management Function Assign task 3 3 2 Action Assign task to remote The function Assign task to remote is displayed in a separate window It consists of the following steps Cause of delay This tab will only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Update times Actual times needed to work on the problem Cause code Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be filled Update worklog new entry for the worklog can be entered The worklogs contains the description of the work that has been done Closure category Known errors can be documented related to the task Assign The task can be assigned to another group of employees and to a member of this group In this case the status of the task will be changed to assigned Close Set optional close timestamp If timestamp is not set the current timestamp will be used This function is used to assign Inciden
63. anage contacts Show related incident Inventory Viewer Download tasks Edit component attributes Manage related system Asset Info to worklog Print Search for system component Back to ServiceDesk Close task Work in progress New contact Task disposition Update CMDB Install Add Assign task Copy task Request predefined search Reopen task Update CMDB System Subsequent delivery Logistics coordination Assign task to remote Service request details Update CMDB Dispose Edit installation parameter Manage shopping cart Edit system Manage attachments Edit Component Customer contacts Edit task Cancel service provider task MOOS Console Manage customer Manage supply chain Manage SLM companies New location Manage service organisation Manage advanced search filters Manage locations Manage cost center Manage customer menus New customer Manage contacts Task Management Service Level Management Service Level Management 31 August 2011 Page 137 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Edit bank holidays Show related tasks Service Request Management ServiceDesk Show related service request Task Management SLM Reporting Service Level Management SLM_permission_config Manage SLM roles Service Level Management Store_Logistic Manage goods receipt and issue Configuration Management 4 2 Authorization Role Right MDS FS dispatcher MDS FS incident solver remote MDS FS incident
64. anage visible functions Se Fig 185 Service Level Management Function Customize functions 3 7 12 Action Manage supply chain F NWIZHMATIONAL TOOLSET Supply chain SAP configuration Delivery process Rollback process for company Demo HICE Company Presentations Does this customer use the automatic supply chain process via SAP CDS 2 ves gt If not leave the box unchecked The configuration is now complete Go to the last page and leave with the button Finish gt If pes please check the box complete the information on the following pages and leave then by pressing the Finish button Cancel Next Fig 186 Service Level Management Function Manage supply chain 31 August 2011 Page 125 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM 3 7 13 Action Customer overview T IWIT Customer overview SHOP TOOLS Customer Demo NICE Company Presentations Semice organisations Discipline Administration L MAHLE Field Se MAHLE Field Se MAHLE Field Se MAHLE Field Se MDS Field Servi MOS Field Servi MDS Field Servi MOS Field Servi MDS Field Servi MOS Field Servi MDS Field Servi Country UNITED EINGD GERMANY UNITED KINGD UNITED KINGD UNITED RINGO GERMANY GERMANY GERMANY UNITED KINGO UNITED KINGD UNITED KINGD UNITED KINGD Org unit
65. anagement webSRM County Module MDS Field Servi MOS Field Servi MOS Field Servi MOS Field Servi MDS Field Servi WSO TOOLS Function group MDS FS_techri MDS FS dispat MDS FS spare Local Asset M IM EV clear fields Team DEMO DS FIELD_SERWIC DEMO IDS FIELD_SERWICE DEMOIDS FIELD SERVICE DEMO IDS FIELD SERVICE DEMOIDS FIELD SERVICE T Systems All MOS Field Servi MOS FS Multip DEMO DS FIELD_SERYICE AUSTRIA MOS Field Servi MD5_F5_techni DEMOIDS PRESENTATIOP i mite ful 1 sal arsa Al lier BIS Balt tt mjm f h A Members of selected team User Demo User FS Back Step La Roles overvien of La Cancel Finish Fig 161 LBU Administration Function LBU overview roles of my teams 3 6 11 Action Request user deactivation The function Request user deactivation opens a new dialog in which you can request a user deactivation by providing the login name the desired date of the deactivation and the team of the specified user INTE Ore TOOLS ST Mew request For user deactivation please enter 1 User login name 2 Date of deactivation Text E mail int mildummyiesnak bmbg0 telekom de Phone Your requests Refresh tors Create date Modify date Step EN Create a new request Fig 162 LBU Administration Function Request user deactivation 3 6 12 Action Manage LBU teams This function is designed to enable other LBU adminis
66. anagement webSRM The function Search for system component is displayed in a separate window In this dialog you can search for a configuration item by several pre defined criteria The search criteria are pre defined e CIID Asset ID e Serial number e Customer equipment ID e Service ID For each criterion a particular value is required in the field Search value e g a serial number Click on the button Searchto start the request If the configuration item was found the dialog Show related system will be displayed St JER NAVN AU LEN search for El Search for properties Search criteria Search value CID Asset ID Search Serial number Customer component ID Service ID Step if Search for system component of 2 Close Mest Fig 128 Configuration Management Function Search for system component Dazu sind folgende Schritte durchzuf hren On the second page systems can be searched by attributes The following steps describe the initialisation of the attribute search 1 Select a company 2 Select a product 3 optional The search result can be restricted by adding attribute conditions It is possible to combine more than one attribute condition Attribute conditions are combines by using the logical joins AND and OR To add an attribute condition the following steps are necessary 3 1 Select attribute 3 2 Enter attribute value 3 3 Select logical join AND OR 3 4
67. ansferred to WebSRM and will appear in the service request management overview with the status new In the module service request management the user can edit accept reject or cancel the service request Furthermore he can assign the service requests to other employees With the function Show related tasks he can skip to the module Task Management There all tasks created to this service request will be shown in the task overview 31 August 2011 Page 24 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM selection Options Panel selection Options Demo NICE Company Presentations Search for 10 my open service requests with value Search GERMANY Fig 21 Service Request Management Frontend Selection Options Panel You can reduce the number of service requests displayed in the service request overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of service requests Only those service requests will be displayed who match the criteria With value In this field additional search criteria must be entered if required by the filter definition Filter examples e 10 my open service requests Shows all se
68. ask Management Frontend Selection Options Panel 31 August 2011 Page 38 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM You can reduce the number of tasks displayed in the task overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of tasks Only those tasks will be displayed who match the criteria With value In this field additional search criteria must be entered if required by the filter definition Filter Examples e 10 my open tasks Shows all tasks which can be processed by the user according to the user s rights e Search for Tasks of Company in Field with value Shows all tasks related to a special company This filter requires a value i e in this case the name of a company Tasks Overview Showing 37 54 of 138 Refresh Surname Demo User Dema User City Under village Under village Under village Undervilage Under village Undervillage Undervillage Undervillage Under village Under village Under village Under village Under village I Inriervilladae Street Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1
69. ation are shown on the corresponding page The information will be stored if you press Finish on the last page 3 8 3 Action Close contract The action closes the contract immediately or at the end of the contract period Closing the contract will have no impact on the technical assets Closing the contract with maturity costs isn t implemented yet BITENE POO Service ID 05803083 Comp number 0002 6001658735 Comp id FEMO1011 Contract Contract No EBB1000085595659 Components in contract Contract start 23 11 2007 00 00 0 Contract end 23 11 2010 00 00 00 Choose when you wish to close the contract mmedatel with prior maturity costs immedately without prior maturity costs at the end of contract period Components in contract Component no Component 0002 6007 658735 Adobe Reader 7 0 Step EE Deactivate contract Cancel Finish Fig 197 Commercial Inventory Management Function Close contract 3 8 4 Action Close complaints Invoices and complaints of the selected contract can be handled with this action 31 August 2011 Page 131 of 139 T Systems Enterprise Services GmbH T nn S Systems Web Service Request Management webSRM T Systems TERNATIONAL TOOLSZT Invoices Complaints Contract ID KBB 00008559657 Service ID 05803083 Hot booked invoice Book retroactively 0 entries returned 0 entries matched Fefresh D entries returned O entries ma
70. be sorted after costs To refresh the panel click on the button Aefresh With the arrow keys you can skip from one page to another Selecting a contract will highlight the related row in magenta Contract Actions Panel Actors Function Create contract Edit contract Close contract Components loss Close complaints Fig 194 Commercial Inventory Management Contract Actions Panel In the actions panel a list of functions for the processing of the selected contract is displayed The number of functions shown in the actions panel depends on several criteria like the type of the selected item contract or additional posting the status of the contract the role concept and the resultant access rights assigned to the user 31 August 2011 Page 129 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM 3 8 1 Action Create contract This action creates a new contract The initial values will be assumed from the selected contract in the contract overview ITERA TUN Price and Charging Order and asset Contract ID Outline contract no Purchase order no Service ID i 05803083 Product Adobe Reader 7 0 Search Customer Identificatior Company Cost center Identification ID Demo NICE Company Presentations h 2345 1 Enduser ID Contract start date Identification IK 00000033665 231 122007 00 00 00 al Contract Type Status Fres se
71. cation 83 117 Configuration Management Function Create system component net config data 83 118 Configuration Management Function Create system component create Cl cscs 84 NCE Funcion ET Ne 84 120 Configuration Management FN ECM COMDONE IL aan 85 121 Configuration Management Function Edit component attributes u mvrvrvvmvseeesseeesen 86 122 Configuration Management Function Download system component immnvrvvvrerrererserrervervsvrserserserserservervssrserserserne 86 123 Configuration Management Function Deactivate system component i murrreeerrerserververvsrrserserserserservervssrserserserne f 124 Configuration Management Function Activate system component cccsesssssssesseesesssesessssssssssseeseeseessessesssseseseesseees f 125 Configuration Management Function Delete component nenn 88 126 Configuration Management Function Repair component vvurvsveveveveveeeesseeen 89 127 Configuration Management Function Transfer COMPONEN c scsssessesseseeseesessesssssesseeseeseessessssssssseseeseessesesssssesssenseeeens 89 128 Configuration Management Function Search for SySteM COMPONENL ccesesssssesseesesseesessesssssesseeseeseessessesesseseseeeeeees 90 129 Configuration Management Function Search for attributes n scrvevvvvveeseiiein 91 130 Configuration Management Function Lost component nennen 91 131 Configuration Management Function Manage stock
72. ck process T Systems 31 August 2011 Page 68 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM SYSLEINS WITEFNLSNOSNAL TOOLSET Update CMDB Service Request ID 64PGIT000000225 Service ID 05803362 Status ordered 1 Select cause 2 Select components Components without receipt of goods Refresh Components with compensation delivery Refresh Requested components Component ID Component Component ID Chipkartenleser f r Notebook 0002 6GIT 002 ordered component gt Components with receipt of goods Refresh t ial i Componen Serial No lt subsequent delivery delivered component gt AAA Components without compensation delivery Retres Component Component ID L Step 11 Update CMDB Cancel Finish Fig 89 Task Management Function Subsequent delivery update CMDB When you are informed that the components are delivered newly enter the dialog mark the component in the table components with compensation delivery and press the button lt subsequent delivery The component is shown in the table Components with receipt of goods as shown in the next figure This is the end of this process You can now activate the component with the function Update CMDB Install Add h TTS LOGA TOOLS ET Update CMDB Service Request ID 64FGITO00000227 Service ID 05903363 Status ordered 1 Select cause
73. ction appears in the list when a service task containing a Service ID has been selected Choose one of the radio buttons All default Hardware or Others to restrict the displayed components in the list Select acomponent from the list fill in the required fields and click the Save button to save your changes in the database Proceed with the next component from the list NIERNLATIONAL TOOLSET Service ID DEMO1001 Product Standard Desktop Components for Service ID Components to show All Hardware Others 24 entries returned 24 entries matched Component Refresh Lost by Preferences w Loss date Component ID Customer Serial number Acquisition date Status Adobe Reader 7 0 Desktop PC Keybord Microsoft Outlook 2003 Monitor 21 Mouse Monitor Dell FLAT PANEL 17 Windows XP Professional Supply Complete System Standard Desktop Monitor 17 Standard Desktop 0002 6001 661360 Break and Fix Service Level Bus0002 6001661 367 0002 6001 661363 0002 6001 661362 Microsoft Internet Explorer 6 0 0002 6001661359 Microsoft Office 2003 Standard 0002 6001661358 0002 6001 661357 0002 6001 661364 0002 6001 661361 Shipping and Handling Service Le0002 6001661366 0005 6000000735 0002 6001661356 0002 6001661365 0002 6001661355 0005 60000031 49741 0005 6000003150234 SERVICESL HVYDESKPC HAMAUTAST SVMMEBBRIY SWOFF SWOFF HAMON HAMAUTAST SERVICE BSK HAMON SABS SERYICE_PROCES
74. d To copy roles from one user to another use the following steps e Select the user who got the roles you want to copy e Mark the roles which you want to copy 31 August 2011 Page 103 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM e Select the team of the destination user and the user by using the menus below the roles table e Click the button Copy roles to employeeto copy the roles to the selected user T TERNATIONAL TOOLSET Manage roles Permissions Assignment Admin2 Manage permissions for team DEMO DS ADMIH Employees Login name DEMO Ds ADMIN INT DEMO IDS ADM By default user can see all tickets that he has permissions ta Demo User Admir INT Demo User Ad through the combination of country and company not regarding the team the ticket is assigned to The assignee group and the assignee are only possibility to filter the ticket list Here you can determine that the user may only see tickets that are assigned to team he belongs to as member Save Back Step gt binage permissions Close heit Fig 151 LBU Administration Function Manage roles permissions Regarding the permissions you can determine whether the selected user may see all tickets he has permissions to by company and country which is the default or the user may only see tickets assigned to the team s he belongs to T UTE HL Oeil TOOLS ET Manage roles Permissions S ignment Ma
75. d selected roles to employee button It is possible to select more than one module at a time by using the s v for ctr key Please keep in mind that the employee has to be assigned to a team The team than is assigned to a requested combination of service module and country not the employee himself The team inherits all roles from all assigned employees T MIERMANOMNAL TOOLSET Add roles Add roles for Team member Demo User Admin Business Model MDS Standard Service Country 1 Select the country the role is for 2 Select the roles Refresh which the user vill get MDS Field Service MDS F dispatcher MDS Remote Ser MDS RS technician MDS Field Service Local Asset Manager Mon VDS 4 The roles will be saved immediately MDS Field Service MDS FS spare part switch and message will be shown MDS Field Service IM WIE MDS Field Service Customer asset view MDS Field Service MOS FS technician MDS Remote Serv MDS RS dispatcher MDS Field Service Commercial Inventory Manager Data Import CM Data Import MDS Field Service Customer own support team 3 Press the button Add selected roles to employee 5 After adding all skills close the dialog Add selected roles to employee Step E Add roles to selected team member Fig 150 LBU Administration Function Manage roles add roles By selecting already mapped roles from the roles list and clicking the De ete roles from employee button the selected roles are delete
76. date CMDB Install Add component attributes Within a customer order assets can be directly taken from the webSRM stock and then being activated for the order With the button from stock a new dialog will be opened where you can choose a stock After that you can move the selected elements from the stock to the shopping cart as long as the class of the component matches between stock and shopping cart This has to be additionally configured for this company 31 August 2011 Page 54 of 139 T Systems Enterprise Services GmbH T S T Systems Web Service Request Management webSRM T NTERNLSTIONAL TOOLSET Fullfill from stock 1 Select component from stock 2 Select customer component Stock Components filtered by UKLNDO01 O hardware all matching class E hopping cart Component Class Quantity Status Stock components Standard Desktop PROFIL 1 00 active Component ID Component Windows XP Professional SWBS 1 00 ready I 0002 6001611077 PC standard WDESK Microsoft Outlook 2003 S WOFF 1 00 active 0002 6001611078 Monitor 1 Finch Microsoft Office 2003 St SWOFF 1 00 active 0002 6001611073 Supply Complete System J Microsoft Internet Explor SWWEBBRW 1 00 active 0002 6001611080 Shipping and Handling Service SERVICE Adobe Reader 7 0 SWTEXT 1 00 active 0002 6001611101 Shipping and Handling Service SERVICE Mouse HWMAUTAST 1 00 active 0005 6000000587 Monitor 17 HWMON HWMAUTAST 1 00 active
77. e ID 05949596 Status ordered Shopping cart Rollout Delivery Customer components asset R pt i Activati O entries returned 0 entries match GERE Components vinom pracu emari Zu 1 entries returned I entries matched Requested components CDO no Planned 12 entries returned 12 entries mat from stock Component Installation Serial no Delivery Date Component Standard Desk 1192008 11 Adobe Reader 7 0 Break and Fix Service Level Busi Actual Arrival of goods Desktop Pi h 1119 2008 11 49 EPO Microsoft Internet Explorer 6 0 Microsoft Office 2005 Standard Microsoft Outlook 2003 Components wih procurement D entries returned 0 entries match Component Step E Update CMDB Finish Fig 66 Task Management Function Update CMDB Install Add Additional product specific information given by the customer in the order portal can now be accessed by the backend agent INTENTA TOOLSST Component attributes In order to activate the selected components the parameters in the table have to be collected Building Save value Attributes Refresh ServicelD CD Component Attribute Value O002 6001661365 Supply Complete Sy Building 05803946 0002 6001661365 Supply Complete Sy Room 05803946 000 6007661365 Supply Complete Sy Socket If you press the cancel button the complete prozedure will be cancelled Step 11 Component attributes of 1 Cancel Finish Fig 67 Task Management Function Up
78. e Request Management Function Assign service request 3 2 6 Action Reject SR With this link the service request can be rejected A dialog in a separate window Is shown where the rejection must be confirmed If the rejection is confirmed a message will be shown and the service request will be sent back to the customer 31 August 2011 Page 29 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM T TERNATIONAL TJOLSET Do you really want to reject the service request This action cannot be revoked Cancel Finish Fig 29 Service Request Management Function Reject service request 3 2 7 Action Cancel SR With this link the service request can be cancelled A dialog in a separate window is shown where the cancellation must be confirmed If the cancellation is confirmed the status of the service request will be changed to cancelled T TEN PATOS LAL TOOLSE Do you really want to cancel the service request This action cannot be revoked Cancel Finish Fig 30 Service Request Management Function Cancel service request 3 2 8 Action Create tasks TODO The function Create SR is displayed in a separate window In this dialog you can create tasks for a service request Two lists are shown e Alistof service requests This list includes the service request currently processed and further service requests related to this service request If available e A
79. e SVSLEM ERA Tous Download as POF Fax to Report language English Click on report to start download or to send fax Report name Description ae Order data Print out of the sistem data with the components associated with the service request Eas Return delivery note Step 1l Print Fig 37 Service Request Management Function Print 3 2 14 Action Manage attachments With the function Manage Attachments you can open or add an attachment for the ticket P Systems INTERNER TOOLSET Manage attachments Ticket ID 644 000001 300400 Add attachment Attachments Refresh Real Name File Size Select an attachment in the table abowe and press the Open attachment button Open attachment to open save the attachment Fig 38 Service Request Management Function Manage attachments 31 August 2011 Page 34 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM 3 2 15 Action Manage customer menus With the function Manage customer Menus you can manage the selection menus for attribute values in MyMDS 4 for each company In Menu name are only the attribute menu names listed which are configured for the company If a menu name is selected the existing entries will be shown in the table below To add new values fill the fields Parameter and Label and press the button Ada Changes on a selected en
80. e on LAN Fort WLAN MAC address RE DHS domain Software profile Software distribution system Software distribution server Back Step l Net Config data of 7 Cancel Next Fig 117 Configuration Management Function Create system component net config data Create Cl The selected component thau shall be added is shown with name and class which shall be added to the existing Service ID Other components are shown in the table below If you create a new Service ID the field Service ID and component are empty You can click ether Finish or save and nextto create the component If you use the button Anish the dialog is closed If you 31 August 2011 Page 83 of 139 T Systems Enterprise Services GmbH f S I Systems Web Service Request Management webSRM use the button save and next the focus is set to the first page In order to start the procedure once again KITSLRLANOHALTODLSST select user and system Select location Service Ib DEMOTOOT Comp number Hew customer component Component Standard Desktop Class PROFIL Serial number Cust comp ID Already existing customer components Preferences w Refresh Component Component name Customer Serial number 0002 6001 661 3604dobe Reader 7 0 0002 6001 661367 Break and Fix Ser 0002 6001 661 363 Desktop PC 0002 6001 661 362Keybord 0002 6001 661 359 Microsoft Internet Add commercial inventory f ves Save data t
81. eate system component select user and system Select location Only necessary when creating an new Service ID otherwise greyed out Find the location by searching in Postal code Street or City with return Select the service level that should apply for incidents If you change the location data when adding the component to a Service ID no changes will be applied to the Service ID 31 August 2011 Page 82 of 139 T Systems Enterprise Services GmbH Sh Q ay EPEN En Web Service Request Management webSRM INTEL NO SA Create Cl Location Postal code City h 2345 Undervillage Street Mainstreet 1 Select the location for the new component if you create a new Service ID If you add the new component to an existing Service ID you cannot change the location Break Fix service level Break and Fix Service Level Business l Back Step 5 Select location of 7 Cancel Next Fig 116 Configuration Management Function Create system component select location Net Config data Only necessary when creating an new Service ID otherwise greyed out The data can be filled as needed The network name should be filled in order to have a name for the Service ID NSE ONA TOOLSE Select user and system Select location Create El gt Network and configuration data IF address Network Network name yes MAC address DHCP Subnet mask ves Default gateway Slot Hub name Wak
82. ebSRM HTERPEUIOEAL TONLSES 094 22009 14 19 44 Jaeckisch Christian Status Zugewiesen Gruppe DEMO IDS FIELD SERVICE Nutzer Demo Andreasyviegand Gew Prio 3 Submittergruppe RSC Test 094 2 2009 14 36 25 Demo User Presentations Status Anerkannt Gruppe DEMO JOS PRESENTATION Nutzer Demo User Presentations Gew Prio 3 Seryviceauftrag 645001117119764 Servicestatus In Bearbeitung 1201 2010 16 14 03 Bemo User Admini Status Anerkannt Gruppe DEMO DS PRESENTATION Nutzer Demo User Presentations Gew Prio 3 Serviceauftrag 645001117119764 Servicestatus In Bearbeitung 1409 PN 1255 39 Demo ser Armin Step 2 Show incident history Fig 142 Incident Management Show history 31 August 2011 Page 98 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 3 6 LBU Administration T stem NTERMSNONAL TOOLSET ILBU Administration r Selection Options Search for All teams with value E mail address DEMO IDS ADMIN DEMO IDS FIELD SERYICE DEMO IDS OPERATION 1231212 95895987 mail DEMO IDS PRESENTATION 12375768 124568 DEMO IDS SUPPORT 1 1 m DEMO IDS TRAIN 0 0 Mien ITI TS MY DSS DEMO mail rmnail mim Team information Hame DEMO JES ACMIN OM Dispatcher DEMO JOS ADN IM Phone IM Dispatcher DEMO JDS ADMIN IN E mail address lt mail mail mm Fig 143 LBU Administration Frontend The LBU Administration consists of e the
83. ement Customer Info Tab Customer The tab Customer shows the company name and a text field to write a comment 31 August 2011 Page 127 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 8 Commercial Inventory Management T TERNATIONAL TOOLS ST Commercial Inventory Manageme y Imprint Privacy Contact Help Logout A Search for Active contracts with value Search Contracts ID Service ID Product no Product SAF article Costz Total costs Quantity Fayment EBB1 00008551 483 06803057 FEMO1004 Mouse 999999 0 00000000 0 00 1 00000000 Mi 12345 Create contract EBB1 00008551 484 06803057 FEMOI005 Keyboard 999999 0 00000000 0 00 1 00000000 1234 Edit contract EBB1 00008551 486 05803057 FEMOTI002 Monitor 19 999999 0 00000000 0 00 1 00000000 12345 Close contract KBBIO00008559656 05803083 FEMOT009 Microsoft Outlook 2 999999 0 00000000 0 00 1 00000000 12345 Components loss 8B100008559657 05803083 FEMOT008 Microsoft Office 20 399393 0 00000000 0 00 1 00000000 12345 Close complaints KBBIO00008559650 05803083 FEMDOTOTO Microsoft Internet E 999999 0 00000000 1 00000000 1234 FEMO1011 Adobe Reader 7 0 0 00 12345 KBBTO0008559660 05803083 FEMO1004 Mouse 999999 0 00000000 1 00000000 KBBIO00008559661 05803083 FEMO1005 Keyboard 999999 0 00000000 1 00000000 EBB 00008559662 05803083 FEMOI006 Desktop PC 9999399 0 00000000 1 00000000 EBB1 00008559663 05803083 FEMO1003 Monitor 19 999999 0 00000
84. ent Function Service request details 3 2 10 Action Show related tasks This link displays the module Task Management by using a filter to show the related tasks to the previous selected service request 31 August 2011 Page 31 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM 3 2 11 Action Download service requests The function Download service request enables you to get an excel file of some service requests and consists of three steps The first step is to define whether you just want service requests that are opened or closed in special period of time or just all of them T SVSLEITS TEM NOP TOD IST Reporting Period Filter Period Ho Filter Export all tickets Cancel Mest Fig 33 Service Request Management Function Download service requests The second step is to define the relevant status and company T JVYSLEm TELA JO LET Reporting Period Filter Company Country E Companies ALL Processing Status New f O Work in progress fy 1 Done vw 2 Checked fy 3 Closed fy 4 Cancelled Iw 5 Step 2 Filter Cancel Next Fig 34 Service Request Management Download service request step 2 The third step is to start the download 31 August 2011 Page 32 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM VITE ANLA Poors
85. er employees to his teams and give employees different roles Selection Options Panel Search for E teams with value Fig 144 LBU Administration Frontend Selection Options Panel Search You can reduce the number of teams displayed in the team overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of teams Only those teams will be displayed who match the criteria 31 August 2011 Page 99 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM With value In this field additional search criteria must be entered if required by the filter definition Filter Examples e Allteams Shows all teams which can be processed by the user according to the user s rights e Search for team by name in Field with value Shows all teams related to the value This filter requires a value i e in this case the name of a team Team Overview Refresh Team Phone Fax E mail address OM Dispatcher IM Dispatcher DEMO DS ADMIN 0 0 mailtrnail mn DEMO 05 40 DEMOIDS ADMIN IM DEMQO IDS FIELD SERVICE 00491805224511 0049150533443 olibes help6dt sp Demo Andreas Demo ndreasviegand DEMO DS OPERSTION 1231212 999098
86. er s rights e Search for Systems by serial number in Field with value Shows all systems related to a special serial number This filter requires a value i e in this case the serial number System Overview Showing 1 18 of 120 Refresh Service ID Status Network name Cost center Company First name Sumame Postal code City 05799806 ordered 12345 2 Demo NICE Co Presentation Demo User kr890 Aboyvewvilli 05789031 ordered 12345 Demo NICE Co Presentation Demo User 12345 Ondervillz 05507267 ordered 12345 1 Demo NICE Co Presentation Demo User 12345 Underrills 05509418 ordered 12345 Demo NICE Co Presentatonb Demo User 12345 Under ills 05814307 ordered 12345 Demo NICE Co Fresentationd Demo User 6890 Abovevill 05814380 ordered MPOOOOO0 Demo NICE Co Speck lesander Demo 12345 Underrills 05827056 ordered 12345 Demo NICE Co Presentation Demo User 12345 Under ills 0582058 ordered 12345 1 Demo NICE Co Presentation Demo User 12345 Ondervillz 05827060 ordered 12345 1 Demo NICE Co Presentation Demo User 12345 Underville 05827079 ordered 12345 Demo NICE Co Presentation Demo User 12345 Underville 06827974 ordered 12345 Demo NICE Co Presentation Demo User 12345 Ondervillz 06827805 ordered 12345 Demo NICE Co Presentation Demo User 12545 Under ills 05828217 ordered 12345 Demo NICE Co Presentation Demo User 12345 Ondervillz 05829080 ordered lee Demo NICE Co Presentations Demo User kr890 Abovevill 05829403 ordered M
87. es 3 3 36 Action Send message TODO ES T i Syste ITS INTERINA THS LSS Messaging ecipient Saurname Demo User Firatname Admin To Subject Step i Send a message of 1 Cancel Send Fig 96 Task Management Function Send message 31 August 2011 Page 72 of 139 T Systems Enterprise Services GmbH St Web Service Request Management webSRM 3 3 37 Action Reopen task This link modifies the status of the selected task The status is set to Assigned This functionality works only for orders 3 3 38 Action Show history This function is used to show the task history and if available the incident history NISL Ore TOLE TJ Automation 34 0410 1424517 new assignee neuer Bearbeiter DEMO IDS FIELD SERVICE Inbox Step 1 Shaw task history Fig 97 Task Management Function Show history 3 3 39 Action Suspend ticket TODO T INTELL TOOLS ETT Suspend ticket Task ID 645001117119764 Incident ID BHPOO0004793561 Reason Suspend until zg 12010 00 00 00 ml Step Suspend ticket of 1 Cancel Finish Fig 98 Task Management Function Suspend ticket 31 August 2011 Page 73 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 3 3 40 Action Show activities For clustered tasks the single activities will be shown in the following dialog T I TENIA TOOLS EJ Show activities Ar
88. essessesessesessesanseseessen 49 62 Task Management Function Update CMDB Move nnvnsvvveeevervevvvveeeeesseeeeeeseeeeesseeer 50 65 Task Management F netion Update CMDB DISPOSE ren 51 64 Task Management Function Update CMDB Dispose Dispose to Stock unnneneneenesennennennennennennennennnnnenenennennenn 52 65 Task Management Function Update CMDB Swap ssssssrssessssssrrrneenunnnnrnnnnnnnnunnnnnunnnnnnnnnnnunnnnnnnnnunnnnnnnnnnnnnnnnnnrnnnnnnnnnrrrennnnns 53 66 Task Management Function Update CMDB Install Add nre erererseseveeemeeeeeveerereerre000 54 67 Task Management Function Update CMDB Install Add component attributes nase 54 68 Task Management Function Update CMDB Install Add fulfillment from Stock sssri 55 69 Task Management Function Update CMDB Install Add fulfillment from stock Manage attributes DS 70 Task Management Function Update CMDB System nsesrevererververvevreserserererververrserserserserservervsssserserserserservesvssssersenses 99 71 Configuration Management Function Edit component asssssseseesensensensensennnnnnennennensensennnnnnnnnennensensennennnnnnnnannennennnn 56 72 Task Management Function Customer contacts viscssnissssssssssssssscssvssnsssssnssvssasvsnssssuusdnssosssovsisanssessnsnseossnseaisdunsunannsanaooeinensis 57 73 Task Management Function Close task OM version i svsvverververvvvvveeeeeveeeseeeeeesee 58
89. etails shows further details concerning the service request like order ID 2 contact and a description ofthe service request Tab Supply Chain Service Request Details Supply Chain Timeline Additional contacs Logistician f Delivery status Ready for installation Delivery date logistics Customer desired date Place of delivery Ship to Desk Place of installation Field service Fig 42 Service Request Management SR Info Tab Supply Chain The tab Supply chain shows delivery information like the name of the logistics service provider logistician the delivery date logistics the place of delivery the place of installation the customer desired date and the delivery status Tab Timeline Service Request Details Supply Chain Timeline Additional contacs ORDER PROCESS TIMELINE Servicelevel Shipping and Handling Service Level Business 1114 2008 11 10 26 AM 1128 2008 11 10 25 AM rder entry Scheduled date SLA deadline Fig 43 Service Request Management SR Info Tab Timeline The tab Timeline illustrates the time scheduling within the supply chain process for the selected service request Tab Additional contacts Service Request Details Supply Chain Timeline Additional contacs Requester Demo User Presentation2009 D1 Phone 012313123123 Email address int maildummym esnzk bmg telekon Fig 44 Service Request Management SR Info Tap Additional contacts 31 August 2011 Page 36 of 139 T Sy
90. evel Management Customer Overview The customer list can be sorted by column Just click on the company name for example and the list will be sorted after companies To refresh the panel click on the button Refresh With the arrow keys you can skip from one page to another Selecting a customer will highlight the related row in magenta 31 August 2011 Page 114 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Customer Actions Panel Actions Function Mew customer Manage service organization Mew location Manage delay causes Edit bank holidays Manage customer Manage locations Manage contacts Customize functions Manage supply chain Configure Vyorkflos Customer overview Reports Create common user request Manage bs elements Manage SLM companies Fig 169 Service Level Management Customer Actions Panel In the actions panel a list of functions for the processing of the selected customer is displayed The number of functions shown in the actions panel depends on several criteria like the status of the order the role concept and the resultant access rights assigned to the user 3 7 1 Action New customer A new customer can be created with this function See the following tabs below Company attributes Edit the name of the customer and some comment here Be careful while doing this because changing it later is very complex Contract information Edit the CO orde
91. figured customers Each customer company can have different company locations Furthermore it is possible to configure customer specific settings like the bank holiday calendar selection Options Panel Search for al companies with value Search Fig 167 Service Level Management Frontend Selection Options Panel You can reduce the number of customers displayed in the customer overview by using pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for 31 August 2011 Page 113 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM Here you can select a pre defined filter to reduce the number of customers Only those customers will be displayed who match the criteria With value In this field additional search criteria must be entered if required by the filter definition Filter Examples e All companies Shows all customers which can be processed by the user according to the user s rights e Search for company by name in Field with value Shows all customers related to the value This filter requires a value i e in this case the name of a customer Customer Overview Customerz Refresh Company name Demo NICE Company Presentations Fig 168 Service L
92. g steps e Product Location Network data Comments Characteristics Configuration items Product Detailed information about the product like product name the status of the asset activated deactivated etc the service level system type the activation and deactivation date Location Detailed information about the customer location like customer s organization data first name and surname of the responsible end user location data Network data Network and configuration data like IP address network name MAC address etc Comments Comments from the customer or field service in separated fields Characteristics Special characteristics of the asset like information about the processor main memory disk storage operating system BIOS Components list of components related to the product with detailed information about the system Component attributes A list of attributes related to the components with additional information 31 August 2011 Page 65 of 139 T Systems Enterprise Services GmbH F Systems Web Service Request Management webSRM PL Systems INTERNATIONAL TOOLSEJ Product Location Network data Comments Characteristics Components Component attributi Service ID 05849596 Product Status Service level Activation System type Deactivation Desktop PC Step al dew product data Cancel Next Fig 84 Task Management Function Show related system 3 3 31 Action
93. h Compone Compone Class Process 0002 6GI Keyboard HWMAU Reklamati Fetched ves no La Le Logistic DIC G yes OC no yes Cancel Next Fig 87 Task Management Function Subsequent delivery select components Step 1 Select components By pressing the button Next you reach the following page T Systems Components Lontacts INTERNATIONAL TOOLS Service ID Collection date Assignment type of logistician Collection type 05803362 h 071772007 12 00 00 AM al Unpacked in the cause of delivery Ship from IVS v r Contact for logistic at field service Surname Frist name Area code Phone Hoffmann Christel os00 01 22123 Company E Mail DeTeCSM Imal amp malcom Delivery location contact Contact for logistik at customer Surname First name Area code Phone Company customer Hofmann Norbert 0951 1 3368650 ITSI GmbH Zip code City Street Building Room Service group location 96050 Bamberg Gutenbergstr 13 Bauteil E 11 510 SG BA Collection address for logisite Zip code City Street Building Room Socket 96047 Bamberg Wilhelmsplate 3 1 I 1 Back Step 2 Enter contact data 2 Cancel Finish Fig 88 Task Management Function Subsequent delivery enter contact data Delivery locations After you filled in all information needed press the button Finish The components are now part of the rollba
94. he Refresh Button By double click the user is displayed on the following two pages TEE OVAL TOOL EJ Search contact Contact information Org unit Title Academic title Position specific title h r Surname Firstname Demo User Presentation30 E mail adress Motification language lictmali t systems com German example firstname sumame t system com Int code Area code Phone Very important persor 0048 m 2313 h 23123 yes 2 Int code 2 Area code 2 Phone Personnel number BEE Int c fas Fax code Fax number Loginname 0049 112313 123456 Back Step 2 Contact information Cancel Mest Fig 94 Task Management Function Manage contacts contact information 31 August 2011 Page 71 of 139 T Systems Enterprise Services GmbH F Systems Web Service Request Management webSRM P Systems INIEHNATIONAL TOOLS Search contact Contact information Org unit 1 Company Company name Field service Demo NICE Company Presentations l kein W S Bereich 2 Select address data and all other data Post code City Street 55667 Bamborg Truestreet al Country UNITED KINGDOM Building Office Hoom Cost center i h 12345 2 Back Step al Org unit Cancel Finish Fig 95 Task Management Function Manage contacts org unit When you modified the value in the fields that can be edited you have to press the Anish button to save the chang
95. he rows mark the data as new tickets known tickets and closed tickets 31 August 2011 Page 25 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Service Request Actions Panel Actors Funchon Accept service request Create tasks Assign service request Edit service request Reject service request Enter configuration parameters Cancel service request Close service request Service request details Show related tasks Download Service requests Request predefined search Print Manage attachments Fig 23 Service Request Management SR Actions Panel In the actions panel a list of functions for the processing of the selected service request is displayed The number of functions shown in the actions panel depends on several criteria like the status of the order the role concept and the resultant access rights assigned to the user 3 2 1 Action Accept SR The function Accept SR is displayed in a separate window In this dialog you can accept all tasks for a special order ID in the shopping cart At the top of the panel all service requests related to an order ID are shown Here you can select a service request Below you can see the following tabs e Shopping cart e Customer components asset e Related service requests Shopping cart All components related to the selected service request are displayed Customer components asset All components in the asset of the customer are shown
96. he shopping cart component to the stock component 3 3 16 Action Update CMDB System TODO Fig 70 Task Management Function Update CMDB System 31 August 2011 Page 55 of 139 T Systems Enterprise Services GmbH A d _ Systems e Web Service Request Management webSRM 3 3 17 Action Edit component The function Edit components is displayed in a separate window A technician can edit some attributes of the components for the selected Service ID in this dialog The function appears in the list when a service task containing a service ID has been selected Choose one of the radio buttons All default Hardware or Others to restrict the displayed components tn the list Select a component from the list fill in the required fields and click the Save button to save your changes in the database Proceed with the next component from the list MTEFLNNOMML TOOLS Edit components Service ID DEMO1001 Components for Service ID Product Standard Desktop Components to show All O Hardware Others 24 entries returned 24 entries matched Preferences w Refresh Component Adobe Reader 7 0 Desktop PC Keybord Microsoft Internet Explorer 6 0 Microsoft Office 2003 Standard Microsoft Outlook 2003 Monitor 21 Mouse Monitor Dell FLAT PANEL 17 Windows XP Professional Supply Complete System Standard Desktop Monitor 17 Standard Desktop Component ID 0002
97. ho of calla t b documented 3 New call customer not available The button New call customer not available is only active within the agreed service times After a call has been documented the button remains deactivated for a predefined period of time before you can document the nest call Email Fax Email Fax sent on __ Customer not avaiiabie on ste Cancelled because of customer fault Waiting for third party Email Fax sent on Email Fax sent on Email Fax sent on Email Fax sent on Step EN Document customer contact of 1 Cancel Finish Fig 72 Task Management Function Customer contacts 3 3 19 Action Close task The function Close task is displayed in a separate window It consists of the following steps e Cause of delay Update times Cause code only for IM tasks Update work log Closure category only for IM tasks Close task 31 August 2011 Page 57 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Cause of delay This tab will only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Update times Actual times and driven distance needed to solve the problem Cause code Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be fil
98. ial number the customer compoent number and the service level if neccessary Back Step al Select action mode of 7 Cancal Next Fig 114 Configuration Management Function Create system component select action mode 31 August 2011 Page 81 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Select user and system The user that uses the system has to be selected by Surname oder Firstname The table shows all Service IDs that the user has according to the asset database Select one from the table and go to the next step There is a default selection if you don t change it TEU TORA JOD SFT Fill component attributes Select action mode Select user and system gt gt System workstation responsible end user Surname First name Demo User Presentation Cost center Department Cle of the user Preferences Refresh service ID Cost center Service level Profile 12345 1 Break and Fix SerStandard Desktop 1 12345 1 Break and Fix SerStandard Desktop 1 12345 1 Developer Desktort 12345 1 Developer Desktort 12345 1 Developer Desktop1 12345 1 Developer Desktop1 05916713 12345 1 Standard Desktop 17 El Search for the user and list the Service IDs If there is none a nev one will be created You can add the new Component to Service ID or create new Service ID Back Step 4 Select User of 7 Cancal Next Fig 115 Configuration Management Function Cr
99. ies returned 2 entries matched Refresh Shopping cart component General Service Supply General Service 3 Edit service request parameters Edit delivery Contig location 4 Repeat steps 1 3 for each service requests 5 Click Finish to accept all service requests Print service request data Step a Accept all service requests Cancel Finish Fig 24 Service Request Management Function Accept service request 3 2 2 Action Edit SR The function Edit SR is displayed in a separate window In this dialog a new date can be entered if the customer desired date has been changed eg T i System 5 INE IONA TOOLS Mew requested date New requested date SLA deadline 11 28 2008 11 10 54 4M al Mew due date requested by customer El Must be eanier than the SLA deadline Step 1 New requested date Cancel Finish Fig 25 Service Request Management Function Edit service request 31 August 2011 Page 27 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 2 3 Action Enter configuration parameters The function Enter configuration parameters is displayed in a separate window In this dialog you can maintain the configuration parameters for a service request The dialog consists of the following steps e Delivery information e Location Contact e Components Delivery information Delivery information like Place of configuration Delive
100. ig Fig Fig Fig Fig Fig Fig Fig FIG Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Web Service Request Management webSRM 104 Task Management Task Info Tab Additional contacts w csessessesesseesessessessesseessessessssssssseseessesesveseesssessessessesvessssesaeeeseeesen 76 105 Task Management Task Info Tab Task task CODY aeeseeseeneenennennennnnnnnnnnnnannennennennennnnnnnnnnnnennennenennnnnnnnnennensennennnnnnnnenennennenn 76 106 Task Management Task Info Tab Task VIPs nennen line 76 TTV 1 NNN 78 109 Configuration Management Frontend Selection Options PaNBl ocaciones 78 110 Configuration Management System Verena 19 111 Configuration Management System Actions Panel ccsssssessesesessssssssssessessessesssssssssessessessessssvsssssssesseseseessesessssansesseeeess 19 112 Configuration Management Function Create system component select component 80 113 Configuration Management Function Create system component fill component attributes isrreen 01 114 Configuration Management Function Create system component select action MOE 81 115 Configuration Management Function Create system component select user and system 82 116 Configuration Management Function Create system component select lo
101. ig 133 Configuration Management Function Manage stocks list of stocks 3 4 14 Action Print label With this action labels for components or systems Service IDs can be printed on any usual A4 letter format with a laser printer A PDF document will be generated and shown in the browser when pressing the Componentlabe or the Service ID label button Individual label formats can be edited using the Add Save or Remove button The formats can be reused for the next print label action ITER JORLAL THOLE Frint label Pageformat Add Save Remove Top margin Bottom margin Left margin Right margin Label width Label height Bottom Lett Width Height Top Right Margin mm Label mm Service ID DEMOO101 Row coumn Componentlabel Service ID label Component ID Component Class Serial Mo Customer Comp ID H DESKPO 0002 6INTOO0026 Keybord Hai AUT AST 0002 6INTOOO025 Mouse HAMSAUTAST 0002 6INTOOOO1 Standard Desktop PROFIL 0005 60000027 72 Standard Moteboc PROFIL 09123456 0002 6INTOOO01S Shipping and Han SERYICE BSK 0002 6INTOOO031 Supply Complete SERYICE PROCE Step 1 Print component label Fig 134 Configuration Management Function Print label 31 August 2011 Page 93 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 3 4 15 Action Import system data T ENO TOOL ET Import system data Response email address Company Import con
102. ill only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Back to service desk Click on the button F n shto save the entered data and send the task back to service desk The status of the task will be changed to done Hint Depending of the filter selected tasks with status done will be displayed in the task management or not KITERRIATLORAL TOOLS ETT Cause code Update vworklog Closure category Back to service desk Actual time Total time minutes Total distance km bs element Manage times Cost type in service time v Process failure acceptance bl Duration minutes Manage times Step Al binage times of B Cancel Next Fig 77 Task Management Function Back to Service Desk 31 August 2011 Page 60 of 139 T Systems Enterprise Services GmbH Sh E Q atnmae Web Service Request Management webSRM 3 3 22 Action Print The function Print is displayed in a separate window In this dialog standard or customer specific documents and reports with ticket or asset data can be printed Examples for printouts e Audit report e Service order compact e Service order for external technicians e Acceptance report Task Management Two versions of printouts are available e Download as PDF document e Fax For the fax a fax number is required Additionally you can choose a language for the printout from the menu The list can be sor
103. ion Delete component 3 4 9 Action Repair component The function Repair component is displayed in a separate window To set components in stocks for example active after they have been repaired you mark the defect component and press the button Aeparr 31 August 2011 Page 88 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM T NIZRNLSTIORAL TOOLSET Repair components Service ID DENMOOI01 Product Standard Desktop Components for Service ID 16 entries returned 16 entries matched Refresh Serial number Acquistion date Status Loss date 1142 2008 12 14 active 1142 2008 12 14 active 1112 2008 12 14 active 1142 2008 12 14 active 1142 2008 12 14 active 1142 2008 12 14 active 1112 2008 12 14 active 1142 2008 12 14 active 1142 2008 12 14 active 1112 2008 12 14 active 0123456 1118 2008 11 14 active a2 2008 11 43 damaged F send to vender Defect Repair Step 4 Repair component of EN Finish Fig 126 Configuration Management Function Repair component 3 4 10 Action Transfer component The function Transfer component is displayed in a separate window Here you can transfer components from one Service ID to another You can transfer them in both directions by using the button lt or gt between the tables IMPORTANT You should avoid transferring components from one company to another T MIERMATONAL TOOLSET Transfer com
104. ired in the field Search value e g a serial number Click on the button Search to start the request If the configuration item was found the dialog Show related system will be displayed T TERNATIONAL TYOLSET search for Cl Search for properties Search criteria Search value CHD Asset ID Search Serial number Customer component ID Service ID Step if Search for system component of 2 Close Next Fig 81 Task Management Function Search for System component On the second page systems can be searched by attributes The following steps describe the initialisation of the attribute search 1 Select acompany 2 Select a product 3 optional The search result can be restricted by adding attribute conditions It is possible to combine more than one attribute condition Attribute conditions are combines by using the logical joins AND and OR To add an attribute condition the following steps are necessary 3 1 Select attribute 3 2 Enter attribute value 31 August 2011 Page 63 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM 3 3 Select logical join AND OR 3 4 Press button ADD Conaltionto add the condition For different attribute conditions repeat the step 3 1 3 4 above Added attribute conditions can be removed after selection at the table by pressing the button REMOVE Condition 4 Start search by pressing the button Search The bu
105. k the checkbox Close source task to close the existing task For that the times and vorklog must be entered Click on the button Finish to save the entered data in the existing task and to create new copy of the task Back Step 7 Close parent task Cancel Finish Fig 57 Task Management Function Copy task IM version 31 August 2011 Page 46 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 3 8 Action Manage shopping cart PTE FULTON POOLS J MADD Cuantiby O002 6INTODDG8G add 1 00 0002 6IMTOO0S89 add 1 00 Component Serialnumber Class Status T IEL Allgemein Notebook PROFIL active TSAMBA TAM ready for in 0002 6INTO00890 add 1 00 SAP GUI SANN 0002 6INTO00891 add 1 00 REDIS SAP Shipping and Handling Servic ready for in ready for in 0002 6IMTOO00892 add 1 00 ready for in 0002 EINTOOOSSS add 1 00 0002 6IMNTOODS94 add 1 00 0002 6INTOO0S95 add 1 00 0002 BINTOODSS6 add 1 00 0002 6IMNTOODSS7 add 1 00 0002 6INTOO0S958 add 1 00 0002 6IMNTOO00S99 add 1 00 0002 6INTOOOSOOD add 1 00 0002 6INTOO0SOV add 1 00 0002 6INTOO00902 1 00 EE ER SERVICE BSK Break and Fix Service Level SERVICESL Visio Professional 2003 Vyinz SVS Microsoft Project 2003 Profe SWAN Microsoft Office 2003 Profes SAP VirusScan Enterprise SUV hey Microsoft Windows XP Prote SWBS Microsoft Office 2003 Stande SAP Adobe Reader 7 0 STEAT MPCS Monitor 17 TFT AMON HADESKPE ready for in ready for
106. klog Worklog 0709 2006 10 23 03 TST Jaeckisch Christian 2h OrsO6 16 30 21 Anderlinger Fig 107 Task Management Task Worklog Area T In the worklog the particular steps for the execution of the task can be documented in chronological sequence 31 August 2011 Page 77 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 3 4 Configuration Management T Selection Options WIERRLITLONALTOQLSST Configuration Management Search for Ordered systems with value Showing 1 18 of 118 Service ID 05789806 Status ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered ordered NE NI M A Suelos Pl Config Item Contact Network name Cost center 12345 2 12345 123451 12345 12345 12345 12345_1 12345 12345 12345 12345 12345 2 HEO000001 12345 12345 12345 41705040 Company Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co Demo NICE Co INS A First name Presentation Presentation Presentation Presentationb Presentationd Presentation Presentation Presentation Presentation Presentation Presentation Presentation6 Presentation Prese
107. led Update work log new entry for the work log can be added The work log contains the description of the work that has been processed Closure category Known errors can be documented assigned to the task There are two possibilities to enter an error description A pre defined value can be selected from the menu or an unformatted text can be added in a separate window Close task Click on the Button Finish to save data entry and to close the task The status of the task will be changed to closed If no Task finished date is set the current timestamp is set by the system The Task finished date has to be set after create date of source task and within a time interval which is set for the company Default interval today 00 00 00 today current time Hint Depending of the filter selected tasks with status closed will be displayed in the task management or not WER AN AU TTS Actual times Total time mines Total distance Manage times whe Element of 4 Cancel Next Close task Task finished El Click on the button Finish to save data entry and close the task Step 6 Close task of E Cancel Finish Fig 74 Task Management Function Close task IM version 31 August 2011 Page 58 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 3 20 Action Cancel task The function Cancel task is displayed in a separate window lt co
108. ling 333333 data to SAP CDS Please contact your FC Step 3 Supply information Next Fig 178 Service Level Management Manage customer supply information In the last tab contact persons from remote trouble shooting RTS and operations OP are mentioned 31 August 2011 Page 121 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM T Systems INTERMATONAL TOOLSET Company attributes Contract information Supply information Operative information Import Responsible RTS central measure Responsible RTS Responsible OP Back Step a Operative Information of 5 Cancel Mest Fig 179 Service Level Management Manage customer operative information To allow system data imports the response mail address and the flag on the page Import has to be set T SJVSLEIME KITTELSEN GAL JOLLE Company attributes Contract information Supply information Operative information Import Email for import response Inail test com System component import Yves Back Ste 5 Import configuration of 5 Cancel Finish p Fig 180 Service Level Management Manage customer import 3 7 8 Action Manage locations The Function Manage Locations opens in a new window and shows all entered locations for the selected company After marking a location in the list the user can change the responsible field se
109. list of tasks already created for the selected service request The following steps must be processed to create the tasks for a service request 1 Select a service request in the list of service requests 2 Assign the tasks to an assignee If no assignee has been selected the tasks will be assigned automatically to the current user 3 Add optional service elements 4 Atleast press the button Create tasks If there are more than one service request repeat the steps 1 4 31 August 2011 Page 30 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM P Systems INTERNATIONAL TOOLSEJ Service requests Refresh No Service ID Category Status Surname Customer desired Street i Place Place of delivery VS Ship to FS Service elements for task creation Geo name LE Name Provisioning of a complete system from stock Transport to workplace by technician SE Installation of a complete system Description Task category Status Scheduled date Service group Assignee Task ID Step 1 Create tasks Cancel Finish Fig 31 Service Request Management Function Greate tasks 3 2 9 Action Service request details Inthis dialog is additional information about the service request displayed P Systems _INTEHMATIONAL TOOLS Additional details Cuestion This iz atest Step 4 Service request details of 1 Cancel Finish Fig 32 Service Request Managem
110. llowing tabs below e Company Get an overview about the customer s attributes here e Select countries Select the countries where the customer Is represented e Select service modules Select the service modules e g MDS Field Service and MDS Remote Service that should be supplied for the customer e Select teams Create the service organization for the customer by selecting teams for the selected combination of country and service module All teams shown in the list support the selected combination of country and service module The team members can see the tickets for the customer in the selected country at the next day because of technical reasons if they have the appropriate roles e Select remote teams All teams shown in the list are remote teams The mapped teams are available in function Assign task to remote to transfer incidents from webSRM to ARSIM or Cosima 31 August 2011 Page 116 of 139 T Systems Enterprise Services GmbH St Web Service Request Management webSRM TSN OPAL TOOLS Select service modules Select teams Select remote teams Company name CO Order no Invoice support KBEST Responsible teams Demo MICE Company Presentations h ves no Comment Contract number Customer number SAP Remote service central measure Demo MICE Company Presentations h 22222227 Debtor no Company short form SAP Remote service Check cost cente Operations OF required E mail address billing data Svstem com
111. lt report is shown in a separate window Complete the form and press the button Print The form Incident will be displayed in a separate window and can be printed out via the print function of the browser In the dialog Update CMDB Swap the component in the list IT system components will be replaced by the new component from the stock The stock list will be updated too the component that has been taken from the stock will be removed 31 August 2011 Page 52 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM 2 No fault report must be generated In the dialog Update CMDB Swap the component in the list IT system components will be replaced by the new component from the stock The stock list will be updated too the component that has been taken from the stock will be removed The re exchange of a repaired element to the customer is also possible The lent device is then transferred from the customer inventory to the stock with status active In order to do this you have to uncheck the field component detect T Systems NTEHMATIONAL TOOLSET Spare part exchange 1 Choose the defective component 2 Choose the store Customer components Refresh Component ID Serial number Customer 0002 6INTODOOO41 0002 6INTODO042 component defect e yes Change parts 3 Choose the component to be changed for the defective one and press
112. m Naming convention Level 1 Level 2 Level 3 4 DEMO ps ADMIN DEMO IDS ADMIN mail will be sent with the request for configuration For the description of the levels see the naming convention Team name Configuration for Cosima transfer Yes Phone Fax E mail address OM Dispatcher IM Dispatcher mailf amp mail mm DEMO IDS ADMIN IH DEMO IDS ADMIN IH Transfer employee Save data of 2 Close Mest Step 11 Save team information Fig 157 LBU Administration Function Change team 3 6 8 Action Manage assignment team lists Within the function Manage roles you can restrict users to an assignment team list In order to be able to select a list in this function you first have to create an assignment team list here and add several teams T WIEN JOOS Manage assignment lists Assignment list name Team name Add Mame the list e g Company Customer own teams Tou can only delete assignment lists of which you are the owner But you can see all existing assignment lists Assignment lists Refresh Assignment list Owner Springer Custo Weller Anja Romeijn Frida Demo _User Admin Kasper Ken Add Only teams of pour responsibility can be added All teams of the list are visible Tou can only delete teams that you are responsible for Refresh Team name Cust Springer BB Cust 5 pringer Clarification Cust Springer Facility Cust Springer IT Sh
113. mail Demo GermeYen Demo Marinusviisser DEMO DS FRESENTATION 12370765 124368 mweberm support Demo rilmazTilk Demo YilmazT lker DEMO Ds SUPPORT 1 1 m DEMDOIDS SUP DEMO DS SUPPORT In DEMO IDS TRAIN O O minn m DEMO IDS TAA DEMO IDS TRAIN IN Fig 145 LBU Administration Team Overview The team list can be sorted by column Just click on the team for example and the list will be sorted afterteams To refresh the panel click on the button Refresh With the arrow keys you can skip from one page to another Selecting ateam will highlight the related row in magenta Team Actions Panel Funcion New employee New team Manage roles Manage additional team membership Reset Password Manage shipment addresses Change team Manage assignment team lists Transfer employee LEU overview Request user deactivation Fig 146 LBU Administration Team Actions Panel 31 August 2011 Page 100 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM In the actions panel a list of functions for the processing of the selected team is displayed The number of functions shown in the actions panel depends on several criteria like the status of the order the role concept and the resultant access rights assigned to the user 3 6 1 Action New employee To enter data for a new employee of a team a new window opens The dialog consists of the following steps e User information e Org unit e Ge
114. mpany Springer SBM Netherlands Business unit BSL Structural unit Cost center 1459 0000 Components for deactivation Deactivated components O entries returned 0 entries matched Refresh 3 entries returned 3 entries matched Refresh Component COO na Component COO no Standardservice PC unknown SPRI 0000019712 Dell 17 Zoll SPRI 0000019713 Customer components asset O entries returned 0 entries matched Refresh Serial ho Single Monthly Status Component type Dispose to stock Deactivate all 54 Loss reported Deactivate system Back Step 2 Deactivation Cancel Hest Fig 63 Task Management Function Update CMDB Dispose In order to dispose the components to a stock instead of deactivating them use the button Dispose fo stock Then the following dialog appears 31 August 2011 Page 51 of 139 T Systems Enterprise Services GmbH Sh E Tat ame Web Service Request Management webSRM gt Dispose to stock q4de8ncod40 bmbg01 telekom de Windows Internet Explorer Oj x http 164 29 199 9 8088 arsys Forms q de8ncod40 bmbg01 telekom de INT 34ADLG 3ADisposeZStock Default Admin view cacheid dc72c888 T NIZRNANONAL TOOLSET Dispose to stock 1 Select customer component 2 Select component from stock Components filtered by Stock C hardware all x Shopping cart Search Component Component ID Class Quantity Stock components deis
115. mponents does not affect commercial inventory Step al Reactivate system component of 1 Finish Fig 124 Configuration Management Function Activate system component 31 August 2011 Page 87 of 139 T Systems Enterprise Services GmbH e t A m Or i Web Service Request Management webSRM 3 4 8 Action Delete component The function Delete component is displayed in a separate window To delete a component you press the button De ete after marking the component that should be deleted IMPORTANT You cannot undo this action T UTE ARLATNOPAL TOOLSET Delete components Service ID DEMO0101 Product Standard Desktop Components for Service ID 16 entries returned 16 entries matched Refresh Component ID Customer Standard Desktop 0002 6INTOOO017 PROFIL Shipping and Handling Service Li 0002 6INTO00018 SERVICE BEK Break and Fix Service Level By 0002 61 NT000019 SERVICESL Microsoft Windows XP Professic 0002 6INTOO00020 SUBS Microsoft Outlook 2003 Microsoft Office 2003 Standard Microsoft Internet Explorer 6 0 Adobe Reader 7 0 Mouse Keybord Desktop PE O002 BINTOOOO21 0002 6INTOOOO22 0002 6INTOOOQZ23 0002 6IMNTOOO024 0002 6INTOO0025 0002 6INTOOOO26 0002 6INTOO0027 SVYDFF SVYDFF SVYAEBBRIY SVYTEXT HAMSUTAST HAMSUTAST HADESKPC Microsoft Project 2003 Standard 0002 6IMTOO0029 PRO Delete component Step 1 Delete component of 1 Finish Fig 125 Configuration Management Funct
116. n any service organisation aie T 5vstems ITESO NAL TON SET Manage additional team membership Actual team DEMO IDS ADMIN Additional team User of the actual team Additional teams of the selected user Team name Team DEMO DS ADMIN Inbox DEMOIDS A HINT By mapping users to one or more secondary teams the user gets additional permissions according to his roles and according to the engagement of the mapped teams in any service organisation Step 11 Manage additional teams Fig 153 LBU Administration Function Manage additional team membership 3 6 5 Action Reset password The function Reset password opens a new dialog in which the LBU administrator can set the password of users of his teams to a new value The default value is the login name of the selected user WENO JOLY ET Manage user profile Manage profiles for team DEMO IDS ADMIN Employees Password Sur and firstname Login name DEMO IDS AD DEMO IDS ADMIN IN Confit pasena Save password Modify profile Fig 154 LBU Administration Function Reset password 31 August 2011 Page 105 of 139 T Systems Enterprise Services GmbH T i Q ae i Web Service Request Management webSRM With the button Modit proti ethe Modify my profile dialog of the selected user is opened All profile data will be saved if the dialog is closed by using the button Finish KITERREITORAL TOOLSET My profile Preferences Filter Mes
117. n the button ogout Don t close the browser without logging out 31 August 2011 Page 19 of 139 T Systems Enterprise Services GmbH Sh nn S Systems Web Service Request Management webSRM 2 Sitemap International Toolset webSRM GA Losin I Star Center _ Incident Mangament Configuration Management service Level Management Service Request Management Task Management LEU Administation Okan Fig 16 Sitemap 31 August 2011 Page 20 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 Modules 3 1 Common functions The following functions are available in all modules 3 1 1 Action Reports In this function are all custom reports available which had been created for the related module To get a custom report a requirement is necessary To show the custom report to users for executing the webSRM support team has to set up the configuration of user or teams T MIERMATONAL TOOLSET Select report Report Euslification Download Step a Select Report Fig 17 Common Reports 3 1 2 Action Manage advanced filter search TODO 31 August 2011 Page 21 of 139 T Systems Enterprise Services GmbH T S Systems Web Service Request Management webSRM P Systems brreamsnonat TOOLS Manage fiter Permissions Filter name Use Filter ID Status Remove Validate Add Set O entries returned
118. nage assignment for team DEMO IDS ADMIN Employees Login name DEMO JOS ADMIN INT DEMO ID S ADM By default user can assign tickets to all teams that are part of Demo User Admir INT Demo User Ad the service organisation of the customer This if configured in the application Service Level Management with the function Manage service organisation Here you can determine different ways for the tickets assignment Assignment cannot assign to other team can only assign to assignment list below can assign to all teams of the service organisation Assignment list Save Back Step 3 binage assignments of 3 Close Fig 152 LBU Administration Function Manage roles assignment For assignment purposes you can restrict the selected user to assign to no other team or to assign to an assignment list which must be defined with the tunction Manage assignment team list or to assign to all teams of the service organisations which is default 3 6 4 Action Manage additional team membership 31 August 2011 Page 104 of 139 T Systems Enterprise Services GmbH T S T Systems Web Service Request Management webSRM The function Manage secondary team membership opens a new dialog in which a user can be assigned to one or more additional teams By mapping users to one or more secondary teams the user gets additional permissions according to his roles and according to the engagement of the mapped teams i
119. nction Subsequent delivery rinitis 67 8 Task Management Function Subsequent delivery select componentS mmrrrvveveeesen 68 88 Task Management Function Subsequent delivery enter contact data weston 68 89 Task Management Function Subsequent delivery update CMDB isrrererververvsrvserserserserservervsrsserserserserservervsresersersenn 69 90 Task Management Function Subsequent delivery update CMDB i issnerrererververvsvrserserserserservervsssserserserserservervssesersersene 69 91 Task Management Function Request predefined search mme 70 92 Task Management Function NEW COMLACT vrai 70 93 Task Management Function Manage contacts venian 71 94 Task Management Function Manage contacts contact information ie veerererrerrvrrvvrevreererersersersersesesereeenn 1 95 Task Management Function Manage contacts Org UNit mmmmmevrvrvvverererrerervervrrrrerserserserrervervssrserserserserserrervsvesersensene 12 96 Task Management Function Send MESSAGE encino 12 TNT NNN ee an euere 13 98 Task Management Function Suspend NE nennen 13 99 Task Management Function WEN aan unseren ea 74 100 Configuration Management Function Edit component attributes n nuvuvvveeeeeee 5 101 Task Management Task Info Tab kennen 5 I l sk Management Task NOTE Detalles ii 15 TNT 76 31 August 2011 Page 7 of 139 T Systems Enterprise Services GmbH Sh Fig Fig Fig Fig Fig F
120. nerate account User information On this page the user has to enter all needed data for creating a new user account All Fields with a bold label are required Fields Org unit On the second Page the user enters all Information about the Org Unit the new employee works for Company name and Team are set by default values depending on the selected team in the team overview but can be changed The country and address can be chosen from combo boxes which contain the data for the selected company All Fields with a bold label are required Fields Please note that by assigning the employee to a team the team automatically inherits all roles trom the employee and the Delivery Manager now can assign this team to a certain combination of required service module and company Generate account Shows the generated login name which will be used for the new employee Login name and password are the same The login name can be overwritten before saving but cannot be changed after saving The employee is created by clicking the Finish button MERA TOOLSET User information Org unit Generate account Wholsvho ID If the user already exists in the system you can search for the data with the fyholsyyho ID Title Academic title Position specific title Surname Firstname perma oo o E mail adress Language el E example outlook firstname sumame t sy stems com Int code Area code Phone 0048 New reference entry in custome
121. ngs Only those contracts or additional postings will be displayed which match the criteria With value In this field additional search criteria must be entered if required by the filter definition Incident overview Incidents Refresh Close date Preferences City Street SL deadline Mainstreet 1 Service ID Category Source date OLA date Undervillage EXT Accor Hardy 07 01 2008 13 54 1 Demo User Demo User Demo User Schneider Schneider Schneider Schneider Demo User Undervilage Undervillage Undervilage Undervillage Dortmund Dortmund Dortmund Dortmund Undervillage Mainstreet 1 Mainstreet 1 Mainstreet 1 Mainstreet 1 Diisterstr 32 34 Diisterstr 32 34 Diisterstr 32 34 Diisterstr 32 34 Mainstreet 1 EXT Accor Hardw 07 01 2008 13 54 1 EXT Accor Hardy 0701 2008 13 54 1 EXT Accor Hard 07 01 2008 13 54 1 EXT Accor Hardw 0701 2008 13 54 1 EXT Accor Hardy 18 01 2008 14 02 EXT Accor Hardy 150012005 14 02 EXT Accor Hardy 18 01 2008 14 02 EXT Accor Hardy 18 01 2008 14 02 EAT TieSchool H32206 2009 1215 Fig 141 Incident Management Incident Overview 3 5 1 Action Show related tasks This link displays the Task Management using a search filter to display the appropriate tasks to the selected incident 3 5 2 Action Show history This function displays the incident history in a new dialog 31 August 2011 Page 97 of 139 T Systems Enterprise Services GmbH St Web Service Request Management w
122. nsists of the following steps e Cancellation cause Cause of delay Cause code only for IM tasks Update worklog Closure category only for IM tasks Cancel task In this dialog a task can be cancelled and a cause for the cancellation can be entered If the SLA deadline has expired a cause of delay must be added Cancellation cause A cancellation cause can be entered and will be added to the worklog of the task Cause of delay This tab will only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Cause code Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be filled Update work log new entry for the work log can be added The work log contains the description of the work that has been processed Closure category Known errors can be documented related to the task The field incident history shows the errors that have been detected in the past read only field Cancel task Click on the button Finish to save the entered data and process the cancellation of the task The status of the task will be changed to cancelled Hint Depending of the filter selected tasks with status cancelled will be displayed in the task management or not T TET ORAL TOOL Cause of cancellation Update worklog Cancel task Cause of cancellati
123. ntation Presentation Presentation Presentation Fd eset heel Sees e Surname Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User Demo User me Postal code 67890 12345 12345 12345 67890 12345 12345 T Search Refresh City Abovevill a Underville Underville Underwillz Abovevill Underyilla Underville Undervill Underville Underville Underville Underville Abovevill Underville Underville Underville_ Underville Dr be H Imprint Privacy Contact Help Logout Function Create system component Edit system E dit Component Download systems component Delete component Repair component Transfer component Search for system component Lost component Manage stocks Print label Company Demo NICE Company Presentations Cost center 12345 1 Component Customer Serial number Profile name Slimline Laptop Activation date Service level Product Slimline Laptop Service ID 05827060 Productkey Fig 108 Configuration Management Frontend The Configuration Management consists of e the selection option panel at the top of the page e the system overview in the middle of the page e the system action panel on the right frame of the page e the detailed information of the selected system on the bottom of the page By default all ordered systems according to the users
124. o CMDB and ga back to step one Sender to add new components Back Step z Tisina El of z Cancel Finish Fig 118 Configuration Management Function Create system component create Cl 3 4 2 Action Edit system The function Edit system is displayed in a separate window Here you can change all values of fields that are changeable not read only KITERREITIORAL TOOLSET Product Location Network data Comments Characteristics Components Component attributi Customers organisation data Customer Company Business unit Demo MICE Company Presentations LINKNOVYN Cost center Team Kosta UNKNOWN stem workstation responsible end use Surname First name Demo User Presentation201 al Location Zip code City Building Office Room Socket Patch panel Street Responsible field service FS Mainstreet 1 DEMO IDS PRESENTATION Step 2 iew location data Cancel hest Fig 119 Configuration Management Function Edit system To write the changes to the database press at least the button F n sh on the last page 31 August 2011 Page 84 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM 3 4 3 Action Edit component The function Edit components is displayed in a separate window A technician can edit some attributes ofthe components for the selected Service ID in this dialog The fun
125. o the task The field incident history shows the errors that have been detected in the past read only field This tab will only be displayed if the SLA deadline has expired In this case a value in the field Cause of delay is required Actual times needed to solve the problem You can choose between monthly flatrate and effort as charging method For an incident ticket the related Service ID can be changed subsequently You can change the priority of the task from a menu TELLA THOLSS J Update worklag Cuestion Answers Update times piate worklog New vaorklog entry Worklogq 1143 2008 11 50 19 AM INT Automation ortes Step EN Update worklog Cancel Med Fig 54 Task Management Function Edit task OM version 31 August 2011 Page 44 of 139 T Systems Enterprise Services GmbH T Web Service Request Management webSRM TE FULTON Oogles Update times Charging gt ause code Cause code Reason By a Reason Type Cust Application Step 4 Enter cause code Cancel bjext Fig 55 Task Management Function Edit task IM version 3 3 7 Action Copy task The function Copy task is displayed in a separate window It consists of the following steps e Delay cause source task Update times source task Cause code source task only for IM tasks Update worklog source task Closure category source task only for IM tasks Assign task copy Close source task In this dialog a
126. ogress Task disposition Show related incident Show history Logistics coordination Manage advanced search filters Inventory Viewer Show related system Update CMDB Move Assign task to myself Reopen task Edit task Update CMDB Dispose Edit installation parameter Show activities Edit component attributes Request predefined search Assign task Search for system component Update CMDB Install Add Edit Component Service request details Manage contacts Download tasks Cancel service provider task Show related service request Manage related system Subsequent delivery Close task Manage attachments Service request details Cancel service request Reject service request Download Service requests Edit service request Close service request Print Request predefined search Show mails Enter configuration parameters Show related tasks Manage shopping cart Assign service request Create tasks Accept service request Cancel service provider task Update CMDB System Manage advanced search filters Assign task to remote MDS RS technician SHE Configuration Management Download systems components 31 August 2011 Page 136 of 139 Service Request Management MDS RS dispatcher Task Management T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM Show history Update CMDB Move Task Scheduler Manage advanced search filters Show related system Cancel task Show related service request M
127. on 31 August 2011 Page 118 of 139 T Systems Enterprise Services GmbH At Qx at Web Service Request Management webSRM T HITS SLT ORG JET f Create delay causes Please enter the Data for the new delay cause you want to create Manage delay causes for Demo NICE Company Presentations Henulabel Layer You can define the menu structure by defining oe different menu layers At least the first layer must Menulabel Layer be defined In the Field delay cause you have to enter t ia sal the actual value which is selected by the user Please sg le td note that you have to enter the data for all desired Menulabel Layers languages seperatly Menulabel Layerd Locale Menulabel Layers Delay Cause customer preliminary work missin Customize Delay causes for your company Refresh Menulabel 1 Menulabel 2 Menulabel 3 Menulabel 4 Menulabel 5 customer customer prelimi customer manipulation of customer IT Soho conne customer incorect data location customer incorect data asset data ristamer mi rellanens Step 1 Create Delay Cause Cancel Finish Fig 174 Service Level Management Function Manage delay causes 3 7 6 Action Edit bank holidays The Function Edit holiday opens in a new window in which the bank holidays for the selected company can be configured and consists of the following steps Edit Holiday information The configured holiday calendar for a compan
128. on Please fill in the cause of cancellation H will be added to the worklog of the task Cause of cancellation Step 1 Cancellation cause of 4 Cancel Mesd Fig 75 Task Management Function Cancel task OM version 31 August 2011 Page 59 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM T MIERHMATNONAL TOOLSET Cause of cancellation Cause code Update weorklog Closure category Cancell Cause of cancellation Please fill in the cause of cancellation t will be added to the worklog of the task Cause of cancellation Step o Cancellation cause of 6 Cancel blest Fig 76 Task Management Function Cancel task IM version 3 3 21 Action Back to Service Desk This function is used to assign the incident ticket back to service desk Update times Actual times and driven distance needed to solve the problem Cause code Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be filled Update work log new entry for the work log can be added The work log contains the description of the work that has been processed Closure category Known errors can be documented related to the task The field incident history shows the errors that have been detected in the past read only field Cause of delay This tab w
129. onfiguration Management Function Manage stocks stock setup The following stock attribute could be set e Spare part stock used for the function Update CMDB swap e Fullfillment stock used for the functions Update CMDB Install Add and Update CMDB Dispose e Fault report used for the function Update CMDB swap TERRASSE TOOLS Stock setup Stock attributes List of stocks Company Demo NICE Company Presentations 1 Shall the stock be available as stock for spare part management Spare part stock f ves 2 Shall the stock be available as stock for service request fullfillment Fulfillment stock fy ves 3 Do you want fault report to be created when component is used for spare part management Fault report fy active Back Step 2 Stock attributes Cancel Next Fig 132 Configuration Management Function Manage stocks stock attributes On the page List of stock are all stocks of the company of the selected system stock displayed 31 August 2011 Page 92 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM P Systems INTERNATIONAL TOOLS Stock setup Stock attributes List of stocks Company Demo NICE Company Presentations Service ID Fullfillment stock Spare part stock Fault report For customer Status DEM O 0 1 O 1 m es ves y RS in st aller Back Step 3 Other stocks Cancel Finish F
130. op Cust Springer Mobile Phone Cust Springer Postini Cust Springer Purchase Cust Springer 5APB AM Finish Fig 158 LBU Administration Function Manage assignment team lists You can delete an assignment list only if you are the owner if the list You can add teams to this list from the ones you are responsible for These are those you can see in the LBU Administration You can see all teams in the list but you can only delete teams that you are responsible for Be aware that within the function Manage roles everybody can use all assignments team lists If a user is restricted to an assignment list and the list doesn t exist or is empty there will be no teams provided in the menu with the assignment teams in the assignment functions for him 31 August 2011 Page 107 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM In addition only teams will be shown in the assignment functions which are configured in the service organisation for the company and at the same time are part of the assignment team list 3 6 9 Action Transfer employee The function Transfer employee opens a new Dialog in which the User can transfer an employee from one team to another To do that the User has to select the employee from the list and the new team from the combo box The transfer is completed by clicking the Transfer employee to new team Button If the User selected the De ete Roles Flag all roles
131. p Hi Manage component attributes Fig 100 Configuration Management Function Edit component attributes 3 3 43 Task Info Tab Panel Tab Task Task Details Timeline Additional contacts Company Clariant Deutschland unknown Contact Yolk Ursula Contact address 65843 Sulzbach Am Unisys Park 1 5 GEB TE Phone 061597578820 Delivery address Category Add a user to a global group Description Add user to a global group Fig 101 Task Management Task Info Tab Task The tab Task shows the contact information the delivery address of the customer and the category of the incident or service request for the selected task Tab Details Task Details Timeline Additional contacts Task ID BAS 000011683633 Service Request ID 2 4P000001 324380 Ho of forewardings 1 Order ID 654000007 03837 Service ID Incident ID SC Cosima ID Priority Fig 102 Task Management Task Info Tab Details The tab Details shows further details related to the selected task like task ID order ID and information about the production process Tab Timeline 31 August 2011 Page 75 of 139 T Systems Enterprise Services GmbH NV st S E NA A Web Service Request Management webSRM Task Details Timeline Additional contacts RDER PROCESS TIMELINE Servicelevel egal 42222007 12 00 00 4M 421 222007 12 00 00 AF 441222007 5 00 00 PM Order entry Scheduled date SLA deadline Fig 103 Task Management
132. ponent import 7 ves Email for import response kai schoenherrt systems com Manage Customer Cancel Next Fig 171 Service Level Management Function Manage service organisation 3 7 3 Action New location Add a customer s location here See the following tabs below e Country Company Comment Edit the country where the new location is situated and its time difference to UTC e Address data and status Edit postal code city street and status of the location e Groups and responsibilities Set up the responsible field service for the location and the Order Management OM dispatcher here All field service tasks for a system at this location will be routed to the OM dispatcher e Location overview Find a list about the existing locations of the customer here e Save data Save the new location T TERNATIONAL TOOLSET Country Company Comment Address data and Status Groups and responsabilitiles Location overview Save data Country Company Comment Country UTC difference Company In UTC difference please fill in the number of hours that the time of this location differs l from the Uniwersal Time Coordinated with ar in front Comment Me Step 1 Country Company Comment of 5 Cancel Next Fig 172 Service Level Management Function New location 31 August 2011 Page 117 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM 3 7
133. ponents Service ID DEM 0101 Service ID 015949506 Product standard Desktop Product Developer Desktop User Demo User Presentation2014 User Demo User Presentation2014 Company Demo MICE Company Presentations Company Demo MICE Company Presentations Components for Service ID Components for Service ID 16 entries returned 16 entries matched Refresh 14 entries returned 14 entries matched Refresh Component Component ID Custome Component Component ID Custome Standard Desktop D002 6IMTOOOO1 7 Developer Desktop 0002 6INTOOO0032 Shipping and Handling Service Li 0002 6INTO00018 Break and Fix Service Level Bu 0002 6IMNTO00019 Microsoft Windows XP Professic 0002 6INTO00020 Microsoft Outlook 2003 0002 6INTO00021 Microsoft Office 2003 Standard 0002 6INTO00022 Microsoft Internet Explorer 6 0 0002 6INTOO00023 Adobe Reader 7 0 0002 6INTO00024 Mouse 0002 6INTO00025 Step EN Transter component Fig 127 Configuration Management Function Transfer component 3 4 11 Shipping and Handling Service Li 0002 6INTO00033 Break and Fix Service Level Bu 0002 6INTO00034 Microsoft Windows XP Professic 0002 6INTOD00035 Microsoft Outlook 2003 0002 6INTOOOO36 Microsoft Office 2003 Standard 0002 6IMTOO0037 Microsoft Internet Explorer 6 0 0002 6INTO00038 Adobe Reader 7 0 0002 6INTOO0039 Mouse 0002 6INTOOO040 Action Search for system component 31 August 2011 Page 89 of 139 T Systems Enterprise Services GmbH Sh Web Service Request M
134. pre defined filters A filter consists of the filter name search for and a value with value as an additional search criterion if necessary If no additional value is required for the filter the field with value is write protected Search for Here you can select a pre defined filter to reduce the number of contracts and or additional postings Only those contracts or additional postings will be displayed which match the criteria With value In this field additional search criteria must be entered if required by the filter definition Filter Examples e Allcontracts Shows all contracts which can be processed by the user according to the user s rights 31 August 2011 Page 128 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM e Search for Contract by company in Field with value Shows all contracts related to a special company This filter requires a value i e in this case the name of a company Contract Overview Contracts ID Service D 88100008551 483 05803057 88100008551 484 05803057 88100008551 486 05803057 KBB8100008559656 05803083 K B8100008559657 05803083 K BB8100008559658 05803083 BET 00006559659 05803083 B8100008559660 05803083 B8100008559661 05803083 K B8100008559662 05803083 K BB8100008559663 05803083 K B8100008559664 05803083 8810000861401 06782950 8810000861404 05782960 88100008614031 05782960 88100008614049 05803303 8810000861871 05806595 a ds MT
135. quest Management webSRM 3 3 9 Action Logistics coordination The function Logistics coordination is displayed in a separate window In this dialog the dispatcher can schedule the date for the arrival of goods and define the delivery type In the case a logistics management system e g SAP is used the date for the arrival of goods will be transferred automatically to the logistics provider e g DHL Otherwise this date is used for the information of the field service The planned date for the installation or for the acceptance at the customer can be changed as well Additionally the delivery address is displayed The delivery address may be the location of the customer or of the field service T MIERMATONALTOOJLSZT Set delivery date elivery address Postalcode City Ps Building Office Room elivery type elivery date Delivery type Planned delivery date logistics Ship ta Desk SLA Deadline 11 28 2008 11 10 25 4h a Step 1 Set delivery date of 1 Cancel Finish Fig 60 Task Management Function Logistics coordination 3 3 10 Action Task disposition The function Task disposition is displayed in a separate window In this dialog the dispatcher can define the disposition date and assign the task to a group of employees and to a member of this group The SLA deadline and OLA deadline are displayed to facilitate disposition If the task is assigned the status of the task will be changed to
136. r databas yes gt Int code 2 Area code 2 Phone ES ao o l Int c fax Fax code Fax number Step Al Enter user information Cancel Next Fig 147 LBU Administration Function New employee 3 6 2 Action New team The function New team is displayed in a separate window In this dialog you can create a new team which can afterwards work in webSRM Because a new team is created the selected team in the team list does not matter 31 August 2011 Page 101 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM To create a new team just fill in all needed data as Team name Phone number Fax number and E Mail address The workflow will compose the team name by appending the three levels separated by a dot On the second page the naming convention is displayed The team can be configured for Cosima transfer which means that an email with a configuration request will be automatically been sent New teams are always created in capital letters Furthermore an order INBOX identifier and an incident INBOX identifier are automatically created The entered data is saved by clicking the Save data button T INTERNATIONAL TOOLSET New team Naming convention Level 1 Level 2 Level 3 4 For the description of the levels see the naming convention i Team name mal will be sent Configuration for Cosima transfer with the request for configuration Phone Fax E mail addres
137. r number the contract number and Debitor number here Specify if the invoice support module KBEST for the commercial inventory of the customer is used and if a cost center check is required for orders Supply information Edit the SAP customer number and the company short form here The information is required when using SAP CDS for the procurement Operative information Specify the responsible Remote Service RS and responsible RS for central measures here All tasks to the RS will be routed to one of these teams except you have field service tasks generated at the same time for the same service request In this case all tasks will be routed to the field service The Responsible OP indicates an operational team responsible for the service request of the new customer The value in this field hasn t any impact to webSRM currently 31 August 2011 Page 115 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM WER WANs ORAL TOOLS Company attributes Contract information Supply information Operative information Admin Company name Use the official defined company name 35 pe contract Will be displayed all over ARS as w Comment Wil be used for comments and show as itis No further implication of 4 Cancel Mest Fig 170 Service Level Management Function New customer 3 7 2 Action Manage service organization Define the customer s service organization with this function See the fo
138. rch 3 3 34 Action New contact With the function New contact you can acquire attributes of a person related to the company of the selected ticket i T OVSTeEMS TTS FULTON TU ST Contact information Org unit Academic title Position specific title surname Firstname ame OO E mail adress Motification language Int code Area code Phone VIP is o d af T ves 2 Int code area code 2 Phone Personnel number Int c fax Fax code Fax number Loginname je Example firstname sumame t system com Step a Contact information Fig 92 Task Management Function New contact of 2 Cancel Mest 31 August 2011 Page 70 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM 3 3 39 Action Manage contacts With the function Manage contacts you can change attributes of a person related to the company of the selected ticket WIZELLITOIALTOQLSST search contact Contact information Org unit Search for contact Schneider Users found Refresh Sumame Firstname Email address Postal code City Demo Tobiasschneider mail rogi Abovevillage Schneider Tobias Dortmund Fig 93 Task Management Function Manage contacts After opening the dialog you select a user from the table To search in a large number of data you can fill in the surname or first name in the field Search for contact and press enter or t
139. rserservervesesersersensnn 119 175 Service Level Management Function Edit bank holidays rvrvrvrveererervevvreeeeeeeeieen 120 176 Service Level Management Function Manage CUStOMEN ccsesessssssssesseeseessessesssssessseseesssssesssssssssessessessesvssessesesseeseens 120 177 Service Level Management Manage customer contract information e erervrvvseveeemesee 121 178 Service Level Management Manage customer supply Information urervervrvveseseessemeen 121 179 Service Level Management Manage customer operative information m errvseveveseeemse 122 180 Service Level Management Manage customer IMPOrft aseseseesensensensensnnnnnnnennennensensennennnnnnnnnennennennensnnnnnnnnnennenennennennnaann 122 181 Service Level Management Function Manage locations occiso 123 182 Service Level Management New contact contact information u crcvevveveeevvveseseseseee 123 183 Service Level Management New contact Org unit ocios 124 184 Service Level Management Function Manage CONTACTS mim 124 185 Service Level Management Function Customize functions m mmrvrvrvseevevvemmien 125 186 Service Level Management Function Manage supply chain immmvrvseeevvssemmmvien 125 187 Service Level Management Function Customer overview me 126 188 Service Level Management Function Create common user request v cccsessesessesseeseestesesessssseeseeseesseseeseesssesteeteees 126 189 Service Le
140. rvice by selecting a Team from the Combo Box and saving it using the Save feld service to marked locations Button 31 August 2011 Page 122 of 139 T Systems Enterprise Services GmbH T S I Systems Web Service Request Management webSRM P Systems NERMATIOMAL TOOLSST Locations Locations Refresh County Fostal code City Street Responsable field OM di UNITED KINGD 12345 Undervillage Mainstreet 1 DEMO IDS PRE GERMANY 12345 Longbottom Shadow Avenu DEMO DS FIEL GERMANY 44143 Dortmund Dusterstr 32 34 DEMO DS FRE GERMANY 04277 Leipzig Windecheldatr 48 Default Field Ser UNITED KINGO 67890 Abovevillage Hextstreet 2 DEMO IDS PRE UNITED KINGO 55667 Bamborg Truestreet 51 DEMO IDS PRE GERMANY 36047 Bamberg Wilhelmaplatz3 DEMOIDS FIEL 4 Responsable field service DEMO IDS PRESENTATION Save field service to marked locations Delete Step Et Manage FS for location of 1 Cancel Finish Fig 181 Service Level Management Function Manage locations 3 7 9 Action New contact In this dialog you can create a new contact person for a specific company On the first page you fill in name email address telephone and fax and select a language Note Only digits are allowed for the International codes The loginname will be used for the shop and cannot be changed T Systems INTEL NO Pore Contact information Org unit Academic title Position specitic
141. rvice requests which can be processed by the user according to the user s rights e Search for service requests for company in field with value Shows all service requests related to a special company This filter requires a value i e in this case the name of a company Service Request Overview Showing 1 18 of 289 4 Page 1 Refresh Service request ID Category Sumanme Company Service ID Status Assigned group Ass c Aufhebung Deinstallatiorn Optionaler Hy Fastcoder TSI GmbH BPO DO 5 D0 ZArGlT 000000008 AufhebungsDeinstallation Optionaler Hy Fastcoder TSI GmbH 05499330 Mew DOO DO 5 00 GIT_ ESPGITOOODODODA Bereitstellung Installation von HW Kom Feifer T5I GmbH 05504927 Hew Ost SCZ SC B GIT_ ESPGITODODO000S Bereitstellung Installation von Individual Feifer T5I GmbH 05504927 Work In progress Ust SC SC B GIT KAPGITODO0000027 BereitstellungsInstallation von Individual Feifer T51 GmbH 06504927 Work in progress Det S0CA SC B GIT bGAPONDD00IE6373 Deinstallation H Components Cabral Clariant Deutsc 06605265 Mew ene Ge SK 4 ha Fig 22 Service Request Management SR Overview The service request list can be sorted by column Just click on the surname for example and the list will be sorted after surnames To refresh the panel click on the button Aefresf With the arrow keys you can skip from one page to another Selecting a service request will highlight the related row in magenta The different colours of t
142. ry date and Service module can be defined Location Contact With the field Place of delivery the user can choose whether the goods or services shall be delivered to the customer location or the field service location Press the button Field service places of delivery to select a location of the field service from the field service location list or reset the location to the customer location with the button Change to customer location With the button Field service contact person the contact data of the field service can be provided The contact data for the field service is needed by the logistics service provider to inform the field service about potential problems Components This tab shows whether the ordered components in the shopping cart have already been demanded from the logistics service provider or not Two lists are shown e Alistof ordered components designated for logistics demand e Alist of components already demanded from logistics service provider With a click on the button Finish the logistics demand for the ordered components will be initiated TF WHER LOR TEL Service ID Product Profil 05949546 Desktop no Options Profil p Delivery information Locations Contact Parameter Components 2 Delivery Address Place of delivery Field service Shipt Field service places of delivery Change to customer location Field service contact person Zip code City Surname Fir
143. s Stock SetUp sssssrrseessssrrrrnnnnnnnnnrnnnnnnnnnnrrnnnnnnnnnrrrnennnnnrrrenns 92 132 Configuration Management Function Manage stocks stock attributes immevvvvvveeevveee 92 133 Configuration Management Function Manage stocks list Of SOCKS nmnnnrrerrerrerrerrerrerrerserrererrerrerserserserserserserserersnnn 93 134 Configuration Management Function Print label nc ai 93 135 Configuration Management Function Import system data imnmnvrvvvrererrererververvsrrserserserserrervervsseserserserserservervssrserserserne 94 136 Configuration Management System Info Tab Config Ie 94 137 Configuration Management System Info Tab Contact uesessseneneeneesessensennnnnnennennennensenennnnnnnnnnnnennensennennennnnnnnnenneneonn 94 138 Configuration Management System Components lBA cocinar 95 PENN TN 96 140 Incident Management Selection options panel ussssnssnsnsnsnsensensessnsnnnnnnnnnnnunnensensnnnnsnnnnnnnnnnnennnnsnnnnnnnnnnnnnnnnnnnensnnnnannnnnnnann 97 141 Incident Management Incident OE EEE tdci 97 142 Incident Management SOW MIS Rennen 98 od mm ranan SJAL eE uo o E Oe E 99 144 LBU Administration Frontend Selection Options Panel n nmursevenennnsnesererennesseeennnseeemn 99 145 LBU Administration EE NO EEE EEE 100 ENN anne 100 147 LBU Administration Function New employee nn 101 148 LBU Admins aon Function New team iin 102 149 LBU Administration Function Manage roles
144. s OM Dispatcher Ih Dispatcher Fig 148 LBU Administration Function New team 3 6 3 Action Manage roles The function Manage roles is displayed in a new window and is divided into two lists The left list shows all employees for the selected team in the team overview The right list shows all roles for the selected employee 31 August 2011 Page 102 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM T MIERMATONAL TOOLSET Manage roles Permissions Assignment Admin2 Manage roles for team DEMO IDS ADMIHN Employees Login name GERMANY Local_Assel_Manager_Non_MDS DEMO IDS DMIN INT DEMO IDS ADM GERMANY IM EA Demo User Admir INT Demo User Ad GERMANY Commercial Inventory Manager UNITED KINGDOM MDS FS technician UNITED KINGDOM MDS FS dispatcher UNITED KINGDOM MDS FS spare part svitch UNITED KINGDOM MDS RS technician UNITED KINGDOM MDS RS dispatcher UNITED KINGDOM Customer ovn support team UNITED KINGDOM Local_ s et Manager Mon MDS UNITED KINGDOM IM VIBAY UNITED KINGDOM Commercial Inventory wManager Add roles to employee Delete roles from employee Step 1 Add roles to team members Fig 149 LBU Administration Function Manage roles By clicking the Aad roles to employee button another Dialog is opened To map a certain Role to an employee the user has to select a module from the list and a country from the country combo box The mapping is saved by clicking the Ad
145. sages Absence Paz word ULL PD PD TT DS DK OD O PD MS PD O PD O FE SD Contirm password LE U 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 20 Cost center ITRAINO2 E mail address INT maildummyddes nzk bmbg0l telekom de Int code Area code Phone Telephone Step Al Update my data Cancel Next Fig 155 LBU Administration Function Reset password modify profile 3 6 6 Action Manage shipment addresses WITZLLINONALTOOLSST Overview Manage shipment adresses Team DEMO IOS ADMIN Shipment addresses Refresh Postal code City Street Building Sumame Activate Step 1 Team shipment addresses of 2 Cancel Next Fig 156 LBU Administration Function Manage shipment addresses 3 6 7 Action Change team The Function Change team displays the same window as the Function New team but the user does not create a new team Instead he changes the Data for the selected team in the team overview The only Data which can not be changed is the team name By clicking the button ransfer employee the user gets the dialog for transferring employees between 31 August 2011 Page 106 of 139 T Systems Enterprise Services GmbH SE N 4 gt Svstems e ES Web Service Request Management webSRM teams which is described in Action Transfer employee later in this chapter The changed data is saved by clicking the Save data button T TTS HALS NORGA TOOLS Manage tea
146. selection option panel at the top of the page e the team overview in the middle of the page e the team action panel on the right frame of the page O y m A LUILIL ID i Imprint Privacy Contact Help Logout Refresh OM Dispatcher IM Dispatcher DEMONS ADMIN DEMO DS ADMIN IN 00491 505224511 004915053344901 olibss helpit sy2 Demo Andreasi Demo Andreasiviegand Demo Gerriev ent Demo Marinus visser vwebarm support Demo YilmazTilker Demo YilmazTilken DEMO IDS SUPPO DEMO IDS SUPPORT Ink DEMO IDS TRAIN DEMO IDS TRAIN IM TS hYy DSS DEMC TS My DSS DEMO IM the detailed information of the selected team on the bottom of the page Search Function Mew employee Mey team Manage roles Manage additional team membership Reset Password Manage shipment addresses Change team Manage assignment team lists Transfer employee LEBU overview Manage LBU roles Request user deactivation Manage LBU teams INT DEMO IDS ADMIN I INT Demo User Admin The team overview shows all teams which can be managed by the user according to his configured permissions By Default the first team is selected and the detailed information about the team is shown in the detail pane The local business unit action panel shows all possible actions which can be performed on the selected team Using the Local Business Unit Administration the user can create and manage employees and teams for his permissions He is able to assign or transf
147. sk changed by another user New Service request assigned Mew incident task assigned to user Incident task changed by another user Double Click the entry to get the full description for the element to understand the action when it is sent Cancel Hest Fig 10 Start Center Modify my profile messages Here you activate or deactivate messages that are sent to you Some of them are by default activated and other not Please make sure that you have a valid email address 31 August 2011 Page 17 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM T TTS KTO TOOL T My profile Preferences Filter Messages Absence Date 15 02 2008 fa Comment Delete Absence Refresh Date Comment 2210 2007 Test 41 10 2007 Test Cancel Hest Fig 11 Start Center Modify my profile absence To put in the times of absence you select the date fill in a comment and click the Add Button To delete an absence date of the table select it and press the Delete Button These dates are shown hatched in the task scheduler table to indicate to the planning personnel that you are not working at this time Your current roles are shown on the following page T hl TEEN Poissy My profile Preferences Filter Messages Absence My roles UNITED KINGO UNITED KINGO UNITED EINGD UNITED EINGD UNITED EINGD UNITED EINGD Company All Companies
148. so define whether this company is a KBEST company 31 August 2011 Page 120 of 139 T Systems Enterprise Services GmbH T Os Web Service Request Management webSRM T WTrERMSONAL TOOLSET Company attributes Contract information Supply information Operative information Import CO Order no h Please adopting C O Order number within Contract number 4 Contract number is given by contract Debtor no 1 Please adopting deptor number within SAP Check cost centel If cost center check is required only orde with valid cost centers are possible required and this will be verityed E Mail address Billing data Used for email address of OM Detailed billing data will be sent to t monthly Invoice support ABEST f Yes E No Step 2 Contract information of 5 Cancel hext Fig 177 Service Level Management Manage customer contract information For customers that obtain IT hardware and software the SAP customer number and the company short form from SAP CDS is shown in the tab supply information F TEMA OMAL TOOLIST Company attributes Contract information Supply information Operative information Import Admin Customer number SAP SAP customer number from SAP COS is required for all custorr 22222022 who zuplied with IT Hardware und Software Not required for customers obtaining services Company short form SAP1 Company short from SAP SDS is required for transtering bil
149. ssesseseessessesssssessessessesssesessvsssssssessessesscsvesesssssssessessesvesvesessesassesseasessesvesecsessesesseasen 24 21 Service Request Management Frontend Selection Options Panel cscsscsesessessesssssessessesseessessssssssseseessessesseseessssnseeeeeen 25 22 venice CCU CSI Management RO EE ee es 25 23 service Request Management SR Actions Panel nica dd 26 24 Service Request Management Function Accept service request h nmnmmvvvvvveeeeveeeeiee of 25 Service Request Management Function Edit service request mnsursvvvvvesesemee 27 26 Service Request Management Function Enter configuration parameters cesses 28 27 Service Request Management Function Close service request sscsssessessessessessssessesseesessessessssssssseseesseseessesessssaseestessen 29 28 Service Request Management Function ASSIGN service request aeaenssessessennnennennennennensennennnnnnnnnnnennennennennnnnnnenennnnnenn 29 29 Service Request Management Function Reject service request csssessesesseesesesssssesseesessessesssssssssestessesesesessssanseeteesen 30 30 Service Request Management Function Cancel service request anni 30 31 Service Request Management Function Create tasks munner 31 32 Service Request Management Function Service request details n uuvuvveeemmmemmen 31 33 Service Request Management Function Download service requests assnenenenneenennennenennennennennennennennennnnnnnnnnnnann 32 34
150. ssssssessssseesesssssesseesesssssssssssesssssssessessessssesssssssessessessesvssessssessaneess 108 160 LBU Administration Function LBU overview Excel exPOrf nmmnunvvvvevveveeeeeivseeseseee 109 161 LBU Administration Function LBU overview roles of my teamS mmaververrersersersersersersvrsrrerrerrersersersersersersersersereesnnn 110 162 LBU Administration Function Request user deactivation mn 110 163 LBU Administration Function Request user deactivation conocen 111 164 LBU Administration Team Info Tab Team ino Malone 112 165 LBU Administration Team User Ale 112 166 Service Level Management Frontend 113 167 Service Level Management Frontend Selection Options Pl au aaa 1 13 168 Service Level Management Customer Overview rursrsvvvvevevvsmemmueeererreresrrssesersee 114 169 Service Level Management Customer Actions Panel unsseseesessessennennnennennennensensennnnnnnnnnnnennensensennennnnnnnennennennnn 115 170 Service Level Management Function New Customer 116 171 Service Level Management Function Manage service organisation n mvrvrvseeeviememee 117 172 Service Level Management Function New IOCAUOM atari rd 117 173 Service Level Management Function Manage cost center uereneneeseesensensnnnnennennennennensenennnnnnnnnennensennennennnnnnnnannennennnn 118 174 Service Level Management Function Manage delay CAUSES inmnennrnererserververvsrvserserserserrerververvserserse
151. st name 55667 Bamborg Dietsche Ralph Street Building Prefix Phone Truestreet 51 1 145666 h 234 Office Room This contact address is required for logistics 1 service provider so that the provider can inform about potential problems Step Ei Delivery information of 4 Cancel ext Fig 26 Service Request Management Function Enter configuration parameters 31 August 2011 Page 28 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 24 Action Close SR With this link the service request can be closed A message will be shown and the status of the service request will be changed to checked The system will automatically change the status of the service request to closed if there are no more service requests related to the current service request with status not equal checked The service request has been setto the status Checked ARNOTE 900000251 E I Fig 27 Service Request Management Function Close service request 3 2 5 Action Assign SR The function Assign SR is displayed in a separate window In this dialog you can assign the service request to an assignee group and to a member of this group assignee Press the button Finish to process the assignment TERROR AL e LISA Assignment Assignee group DEMO IDS PRESENTATION Assignee INT Demo YilmazTilken Step EN Assign service request Cancel Finish Fig 28 Servic
152. stems Enterprise Services GmbH Sh Web Service Request Management webSRM The tab Additional contacts shows the requester and the contact information of the requester 3 2 17 Service Request Components Area Shopping cart MACD Component Status amp dispose Acer ProStation 25 active dispose Elsa Ecomo 750 2 active dispoze Citrix Userlizenz active unchan WinglP 9 Combo active unchan MS WIN CAL 200 active unchan MS Office 000 Fr active Fig 45 Service Request Management SR Components Area In this area the components related to the service requests are displayed 31 August 2011 Page 37 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 3 Task Management T BITE SNL ONMAL TOOLSET Task Management Imprint Privacy Contact Help Logout Selection Options Demo MICE Company Presentations Search f r 30 all open tasks with value Search GERMANY r City Street Service ID Status Priority Category Incident category Incident sho Function Longbottom Shadow Aveny Assigned Frio 4 Incident ECA DEUTAG Test Assign task Dortmund Dusterstr 32 34 Assigned Frio 4 Incident EXT Accor Hard This ts just 3 Ass gn task to myself Dortmund Dusterstr 32 34 Assigned Frio 4 Incident EXT Accor Hard This is just a Task Scheduler Dortmund Dusterstr 32 34 Assigned Frio 4 Incident EXT Accor Hard This is just Work in progress Dortmund D
153. t webSRM Update CMDB More uBnwm git001 telekom de Microsoft Internet Explorer PP Systems Move systems Affected desktop systems INTERNLATORALTOO iS 1 entries returned I entries matched Systemname Price 0 00 Service ID Associated configuration tems Status u Ordered 3 entes returned 3 entries matched Serial No Configuration ite dt THSF 0 Dell Optiplex G SL silver Unknown Component Dell Optiplex G4270 Small Form Factor SFF active SL silver Unknown Status active active Refresh i Current location Business unit Clariant Uk Department Cost center 12242010040 Street Calverley Lane Postal code City Building Office Room Socket Place New location Business unit Clariant Uk Department Street Calverley Lane Postal code City Building OfficeAoom Socket Place Information Distance in km System count 5 Working hours Hotes Execution date Pr E le 899 EAT Step i howe system of 1 Cancel Finish Fig 62 Task Management Function Update CMDB Move 3 3 13 Action Update CMDB Dispose The function Update CMDB Dispose is displayed in a separate window In this dialog the disposal of the IT system can be processed It
154. t Info to worklog Update CMDB Move Update CMDB Dispose Update CMDB Swap Update CMDB Install Add Update CMDB System Edit component Customer contacts Close task Cancel task Back to ServiceDesk Print Download tasks Manage attachments Manage related system Search for system component Service request details Show related incident Show related service request Show related system Edit installation parameter Subsequent delivery Request predefined search New contact Manage contacts Send message Reopen task Show history Suspend ticket Show activities Inventory viewer Edit component attributes Manage advanced filter search Fig 49 Task Management Task Actions Panel In the task panel a list of functions for the processing of the selected task is displayed The number of functions shown in the task panel depends on several criteria like the status of the order the role concept and the resultant access rights assigned to the user 31 August 2011 Page 40 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 3 1 Action Assign task The function Assign task is displayed in a separate window lt consists of the following steps e Update times e Update worklog e Assign Update times Actual times needed to solve the problem Update worklog A new entry for the worklog can be entered The worklogs contains the description of the work that has been done Assign
155. t tasks to remote groups Cosima ARSIM 31 August 2011 Page 41 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM MERA A A LEA T Total time minutes Total distance b m Manage times Cost type in service time Process failure acceptance Duration BEN minutes Manage times Step 2 Update times of 7 Cancel heit Fig 51 Task Management Function Assign task to remote 3 3 3 Action Assign to myself The function Assign to myself sets the current logged in user as assignee of the selected ticket The assignee group will only change if the current user is not member of the current assignee group If the user is only member of one team this team will be set automatically In other case the user will get the following dialog to select the assignee group T NISMO POMS Select Team Assignee group Step a Select Team of 4 Cancel Finish Fig 52 Task Management Function Assign to myself selection of own team 3 3 4 Action Task Scheduler This function enables the user to assign more than one task at atime to another assignee Additionally you can select the date and time when the tasks have to be finished The days where the selected person is absent are displayed hatched in the table The sum of duration of all assigned tasks of this day is displayed beside the number of tasks assigned 31 August 2011 Page 42 of 139 T Systems Enterprise Ser
156. tched Refresh Step 1 Edit invoices Cancel Mest Fig 198 Commercial Inventory Management Function Close complaints On page Invoices the following actions can be executed e book an invoice retroactively with right arrow button e undo the booking of an invoice with left arrow button e delete anot booked invoice e undo the deletion 3 8 5 Contract Info Tab Panel Tab Contract Contract Details Additional contacts Company Demo NICE Company Presentations Profile name Adobe Reader 7 0 Cost center 12345 1 Beginning on 23 11 2007 00 00 00 Ending on Fig 199 Commercial Inventory Management Contract Info Tab Contract The tab Contract shows the profile name the cost center of the contract and the beginning and end date for the selected contract Tab Details Contract Detalle Additional contacts Contract number 8B100008559659 Asset ID 058303083 Order ID 644000007 130054 Service Request ID 64P000001395236 Fig 200 Commercial Inventory Management Contract Info Tab Details 31 August 2011 Page 132 of 139 T Systems Enterprise Services GmbH te S L i ystems Web Service Request Management webSRM The tab Details shows the contract number the asset ID the order ID and the service request ID Tab Additional contacts Contract Details Owner Demo User Presentation 1 Phone 11111111111 Email address jctmalkSt systens com Manager Demo User Presentation
157. ted with a click on a column name Selecting a row in the report will start the download of the PDF document or send out the fax The selected row will be highlighted in magenta T NIERNSTIONAL TOOLSET te Download as POF Fax to Report language English Click on report to start download or to send fax Report name Description Acceptance report IM Print out of the acceptance report IM gt E Service request compact IM Print out of the service request information conerning to an incident ticket Fig 78 Task Management Function Print 31 August 2011 Page 61 of 139 T Systems Enterprise Services GmbH Sh E atnmae Web Service Request Management webSRM 3 3 23 Action Download tasks This function can be use to create Excel reports from the tasks to which the user has access Reporting period It is possible to set a filter for opened time or closed time of the reported tasks Filter A filter for the reporting data can be set for company country team product and processing Status Export There are two reports which can be created With the first one only the task data will be used The second report extracts also the regarding shopping cart data TE ANATOL THUC CSET Reporting Period Filter Period Ho Filter Export all Tickets Cancel Mest Fig 79 Task Management Function Download tasks 3 3 24 Action Manage attachments With the function Manage attachments
158. tems Enterprise Services GmbH Sh Web Service Request Management webSRM 1 7 2 StartCenter Module Account overview information Imprint Data Security Contact Help Logout T Systems met e My applications My profile Application CONSOLE ID Assigned tickets Service Request Management O00000000000 0 Login name inter Tester DE Task Management 000000000000 1 m E mail address GIT maildummy amp e nzk bmbg0l telekom de Telephone 0951 1336 0 Fax 09 51 1336 2499 My messages Short description Fig 3 Start Center Frontend Messages The start center consists of the following features e An overview of the existing modules My application e The account information of the current user My Profile e Alist of messages assigned to the user My messages My Applications Click here to open the module My applications Application Assigned tickets Service Request Manadement 0 Task Management 1 Fig 4 Start Center Frontend My Applications Application Here you can select an application module Assigned Tickets For each module the number of tickets assigned to the user is shown 31 August 2011 Page 14 of 139 T Systems Enterprise Services GmbH r a Qurotnma Web Service Request Management webSRM My Profile Click here to modify hy profile the account information Login name Intern Tester OG E mail address GT maildummytsetnzk brbgll telekom de Telephone 0951 1356 0 Fax
159. tent Import file Load file Hint for import systems components Step 1 Import system data Cancel Finish Fig 135 Configuration Management Function Import system data 3 4 16 System Info Tab Panel Tab Config Item Contig Item Contact Company Demo NICE Company Presentations Cost center 12345 Profile name Standard Laptop Activation date Service level Product Standard Laptop Service ID 05809418 Productkey Fig 136 Configuration Management System Info Tab Config Item The tab Config Item shows the profile name the activation date the service level the product name the service ID and the product key for the selected system Tab Contact Config Item Contact Contact Demo User Prezentatiorib Address 12345 Undervillage Mainstreet 1 Phone 0049 01212 454545 E Mail address ictmall amp rt systems com Fax 0049 012345 67990 Fig 137 Configuration Management System Info Tab Contact The tab Contact shows the contact information and the address of the contact System Components Area 31 August 2011 Page 94 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM Component Customer Seral number Mouse E P Monitor 19 Laptop Bag Standard Lap Fig 138 Configuration Management System Components Area In this area the components of the related system are displayed 31 August 2011 Page 95 of 139 T Systems Enterprise Services
160. ticle Servicelevel Supply Complete System Shipping and Handling Service Level Article related serviceinfomation Business Time PM Std 0111110 05 00 15 00 Activities of the task Transport to workplace by technician Installation of complete system Activities in task Step Al Show activities Fig 99 Task Management Function Show activities 3 3 41 Action Inventory viewer Systems This function displays in a new window the current system data of the appropriate system of the incident task 3 3 42 Action Edit component attributes The function Edit component attributes is displayed in a separate window A technician can edit additional component attributes for the selected Service ID in this dialog The function appears in the list when a service task containing a Service ID has been selected Just mark the attribute fill in the value and press Save value To delete the value enter SNULLS in the field and press Save value If the component attributes are required you get an error and cannot delete the value 31 August 2011 Page 74 of 139 T Systems Enterprise Services GmbH S Systems Web Service Request Management webSRM T Systems DITERIATIONAL TOOLSEJ Edit component attributes Attributes 1 won 1 Refresh Service ID Component ID Attribute name Entry mode Access Cat Sys Value NO05 600000087 5 Roam required werite VES Wes 4 21 Save Yale Ste
161. trators to modify your teams If a team is added to the Selected LBU Admin it will be visible for this user in the LBU administration 31 August 2011 Page 110 of 139 T Systems Enterprise Services GmbH T Systems Web Service Request Management webSRM T LE KITTEN KTO TOOLS EJ Assign teams Selected LBU Admin INT Demo User Admin Available teams 5 of 5 Refresh Assigned teams 4 of 4 Refresh DEMO IDS FIELD SES DEMO IDS FIELD SERES DEMO IDS OPERATIC DEMO IDS OPERATIO DEMO IDS PRESENT DEMO IDS PRESENT DEMO IDS SUPPORT DEMO IDS SUPPORT DEMO IDS TRAIN Remove Step 1 As sign teams to L U Admin of 1 Finish 3 6 13 Action Manage LBU roles The function Manage LBU roles opens a new dialog in which a user can configures the roles LBU Administration and LBU Subadministration for other users und for himself And the users can be assigned the responsibility for teams countries modules and companies The team has to be assigned to the user to be able to mange it in the LBU Administration application The other assignments do not necessarily have to be assigned If none is assigned the user has no restriction So he can manage all countries all companies und all modules T WITERNLIDORALTOOLSET Manage LAU roles Assign teame Assign disciplines Assign countries Assign companies search for login name Selected role Int Demol
162. try can be saved by using the button Save To delete a selected entry press the button Derete T Menu name Test enl Parameter 3 entries returned 3 entries matched Parameter value Parameter label test 1 test 1 test22 test23 test333 test333 Step 1 htanage parameter values Fig 39 Service Request Management Function Manage customer menus 3 2 16 Service Request Info Tab Panel Tab Service Request Service Request Details Supply Chain Timeline Additional contacs Company Demo NICE Company Presentations UMKA L Cost center HOSTS Contact Demo User Presentation2009 Address UNITED KINGDOM 12345 Undervillage Mainstreet 1 2 2 Phone 1123134123123 Delivery acklress Category Supply Complete System Product 05949552 T IEL Allgemein Notebook DEMODO207 T IEL Allgemein Notebook Fig 40 Service Request Management SR Info Tab Service Request The tab Service request shows the contact information the delivery address of the customer and the category of the selected service request 31 August 2011 Page 35 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM Tab Details Service Request Details Supply Chain Timeline Additional contacs Order ID 41020 Seg no 1 Service Request ID 64PINTODOO00051 Service ID 05949552 nd contact int maldummyvesnzk bmbq0l telekom de Description Fig 41 Service Request Management SR Info Tab Details The tab D
163. tton Aesefresets the complete search condition WITERRATLONALTIOLSST Search for El Search for properties Admin Admin Company EA Attribute EA Kind of system EA Attribute value Product ID Logical jain REMOYE Condition ADD Condition Table has Not been Loaded Search Attribute Attribute value Logical join Reset Step 2 Search for attributes Finish Fig 82 Task Management Function Search for attributes 3 3 27 Action Service request details The additional information of the appropriate service request WITZRRATIONAL TOOL J Step A Service request details of 1 Cancel Finish Fig 83 Task Management Function Service request details 31 August 2011 Page 64 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 3 3 28 Action Show related incident The links opens the Incident Management Console where the related incident is pre selected From there you can get back with the function Show related task 3 3 29 Action Show related service request Click on this link to see the service request related to the task The module Service Request Management will be opened and the related task will be shown in the Service Request Overview 3 3 30 Action Show related system The function Show related system is displayed in a separate window The system is only displayed It cannot be changed It consists of the followin
164. uest Management webSRM 1 5 Technical requirements e Supported browsers Browser Heise eine vee edie hes eee HP PA RISC 11 11i Mozilla 1 7 2 x CPU IA 32 PC Microsoft Advanced Microsoft IE Compatible Windows Server Datacenter Professional Server IA 32 PC Microsoft Datacenter Netscape 7 2 Compatible Windows Advanced Server Server Professional IA 32 PC Microsoft Server Mozilla 1 7 Compatible Windows Advanced Server Datacenter Professional IA 32 PC Microsoft Datacenter Microsoft IE Compatible Windows Enterprise Standard Professional IA 32 PC Microsoft Datacenter Mozilla 1 7 Compatible Windows Enterprise Standard Web Server Professional IA 32 PC Microsoft Datacenter Netscape 7 2 Compatible Windows Enterprise Standard Web Server IA 32 PC Microsoft Compatible Windows IA 32 PC Microsoft X Professional Mozilla Compatible Windows IA 32 PC Microsoft X Professional Netscape Compatible Windows IA 32 PC Compatible Standard Server Mozilla Enterprise Server Desktop IA 32 PC Redhat Linux Enterprise Linux Mozilla 1 Compatible WS AS ES 7 1 PowerPC Netscape G3 4 IBM For optimal browser colors in AR System forms set the color depth in the client system to at least 24 bits HTTP Version 1 1 pSeries p5 required e Browser settings Language English e g English en or English USA en us e Screen resolution 1024
165. ully been assigned appear in the line of the selected team member and in the column of the selected day you chose The assignment takes place every time you click on the button gt gt gt Assign gt gt gt The Finish button only closes the dialog 3 3 5 Action Work in progress A click on the link will change the status of the task to Work in progress 3 3 0 Action Edit task The function Edit task is displayed in a separate window It consists of the following steps e Cause code only for IM tasks e Update worklog e Questions Answers 31 August 2011 Page 43 of 139 T Systems Enterprise Services GmbH Sh Cause code Update worklog Questions Answers Closure category Cause of delay Update times Charging method Update Service ID Update priority Web Service Request Management webSRM Closure category only for IM tasks Cause of delay Update times Charging method Update Service ID only for IM tasks Update priority only for IM tasks Incidents can be easily completed with predefined texts and closed by using cause codes After input of a Best Guide ID the work log and the closure category will be automatically be filled new entry for the worklog can be added The worklog contains the description of the work that has been processed Questions concerning the task can be added For each question an answer can be selected from the menu Known errors can be documented related t
166. urpose and intention The toolset WebSRM is international platform that provides managed desktop services MDS processes i e supply chain processes break and fix processes for the T Systems delivery units The main features are e A sophisticated role concept to limit the data view of the different delivery units i e granting user access on several access levels customer function region e Multi lingual planned As a first step English and German are provided 31 August 2011 Page 10 of 139 T Systems Enterprise Services GmbH Web Service Request Management webSRM 1 3 System architecture DMZ Internet Security F Systems Firewall Internet Presentation WebServer DMZ Intranet Security Firewall Data and business logic ARS System Load Balancer Mid Tier Server Web Server Application Server ARS Server Oracle Database Fig I System architecture 1 4 System overview The application WebSRM consists of the following modules Login panel Start Center Service Request Management Task Management Incident Management Service Level Management Configuration Management Local Business Unit Administration 31 August 2011 Page 11 of 139 T Systems Enterprise Services GmbH ar Web Service Req
167. usterstr 32 34 Assigned Incident ExT Accor Hard This ts E dit task Dortmund Dusterstr 32 34 Assigned Incident ExT Accor Hard This ts just 4 Copy task Dortmund Dusterstr 32 34 Assigned Incident ExT Accor Hard This is just a Manage shopping cart Dortmund Dusterstr 32 34 Assigned Incident EXT Accor Hard This ts just Task disposition Dortmund Dusterstr 32 34 Assigned Incident EXT Accor Hard This is just amp 38et Info to worklog Dortmund Dusterstr 32 34 Assigned Incident EXT Accor Hard This is just 3 Update CMDB Move Dortmund Dusterstr 32 34 Assigned Incident ExT Accor Hard This is just Update CMDB Dispose Update CMDB Swap Update CMDB Install dd E dit Component Update CMDB System Customer contacts Close task Back to ServiceDesk Task Details Timeline Additional contacts Company Demo NICE Company Presentations worklog 1570172008 14 16 29 Roland Dietsch Contact Schneider Tobias Contact address 44143 Dortmund Dusterstr 32 34 12 The assignee group has been changed from DEMO DS PRESENTATION Phone 1212 Delivery address to HSS MWEST DORTMUND IM Category Bresser Description This is just a Test Ticket please ignore 18 01 2008 14 14 42 Roland Dietsch Desktop DYD B rennet sf i net a Task T rkat rlassa EE Fig 46 Task Management Frontend The Task Management consists of e the selection option panel at the top of the page e the task overview
168. ve 15 entries returned 15 entries matched Refresh Component ID Customer standard Desktop OO02 BINTOOOO 7 PROFIL Shipping and Handling Service Li 0002 6INTOO0015 SERVICE BSK Microsoft Windows XP Professic 0002 6INTOO00020 SADS Microsoft Outlook 2003 0002 6INTOO0021 Microsoft Office 2003 Standard 0002 6INTOOO0ZZ Microsoft Internet Explorer 6 0 Adobe Reader 7 0 Mouse Keybord Desktop PC 0002 BINTOOOO2S 0002 SINTOOO024 0002 6INTOOOO25 0002 6INTOO0026 0002 6INTOO0027 OFF OFF SW WEBBRYY SVYTERT HAMSUTAST HAMSUTAST HADESKPO h irrnsntt Proiect F004 Standard ANOY FIRTANNAYS SPR I Deactivate complete system Deactivate component Deactivating components does not affect commercial inventory Step al Deactivate system component of a Finish Fig 123 Configuration Management Function Deactivate system component 3 4 7 Action Activate system component The function Activate system component is displayed in a separate window To activate a component you press the button Reactivate componentafter marking the component that should be reactivated If the system is inactive it will be also reactivated T N VSCEM SMO TOUOLGETT Reactivate components Service ID CEMO0101 Product Standard Desktop Status Active Components for Service Ib 1 of 1 Refresh Component Component ID Customer Class Serial Mouse 0002 6IMTOOO025 HAMAUTAST Reactivate component Activating co
169. vel Management Function Manage wbs elements 127 190 Service Level Management Customer Info Tab Customer 127 191 Commercial Inventory Green dg Ga EN ias 128 192 Commercial Inventory Management Frontend Selection Options Panel n urrreevveseseiesem 128 193 Commercial Inventory Management Contract Overview nsrrvvveeemeieeerenein 129 194 Commercial Inventory Management Contract Actions Panel ururrseevvvemmees 129 195 Commercial Inventory Management Function Create contract 130 196 Commercial Inventory Management Function Edit contract esessessessesseessessessessesseesesssesessssessseeseesessesseseesesesseeseens 130 197 Commercial Inventory Management Function Close contract caciones 131 198 Commercial Inventory Management Function Close complaints rrevrvvvsvseeesmemeen 132 199 Commercial Inventory Management Contract Info Tab Contract i nrernervvvvvveeeeveseeeeese 132 200 Commercial Inventory Management Contract Info Tab Details 132 201 Commercial Inventory Management Contract Info Tab Additional Contacts 133 202 Commercial Inventory Management Contract Components lBA ocaciones 133 31 August 2011 Page 9 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 1 Preliminary remarks 1 1 About this document The following formatting is used in this document gt Keys or buttons are written italic e g E N7ER Key button 1 2 P
170. vices GmbH T Systems Web Service Request Management webSRM T SYSTEMS INITESILSTONAL TOOLSET Assign tasks Search for 130 all open tasks hanen Week with value Search Refresh Team 20 08 2007 a DEMO IDS OPERATION Schedule Refresh Tasks Assigned to Demo HaraldFischer Demo_User Admin2 Demo SupportU ser Demo GerrieVenter Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Demo User Presentation Scheduled date SLA deadline 22 08 2007 08 00 31207 2007 23 59 Demo User 21 08 2007 08 00 31 07 2007 23 59 Demo User 0108 2007 08 00 Demo User 17 08 2007 00 00 31 07 2007 23 59 Demo User 1770772007 17 38 02 08 2007 23 59 Demo User 1770772007 17 38 02 08 2007 23 59 Demo User 1770772007 17 38 02 08 2007 23 59 Demo User 17 07 2007 18 06 31 07 2007 23 59 Demo User 17 07 2007 18 06 31 07 2007 23 59 Demo User 17 07 2007 18 06 31 07 2007 23 59 Demo User 20 08 2007 00 00 03 09 2007 11 43 Demo User 20 08 2007 00 00 03 09 2007 11 43 Demo User 20 08 2007 00 00 03 09 2007 11 43 Demo User Surname Under Assign on Under Tue21 8 y Under at Under 08 00 00 O Under Above Above Above gt gt gt Assign gt gt gt Mon Tue Wed Thu Fri Sat 20 8 21
171. x 768 pixels 31 August 2011 Page 12 of 139 T Systems Enterprise Services GmbH Sh Web Service Request Management webSRM 1 6 Support Contact date for your support Phone 49 0 1805 224 511 Fax 49 0 1805 3344900456 E Mail OLIBSS Help t systems com Agent availability 7 days 24 hours 1 7 Run the application 1 7 1 Login Imprint Data Security Contact Help T Systems Login Logininto LOGIN User Hame Password Login Reset Fig 2 Login page webSRM will be started by the URLs Internet https websrm t systems com Intranet http websrm telekom de For the login enter user name and password Press Login After the successful login the start center will appear With the button Fesefthe account information user name password can be reset Important If you login for the first time with a simple password or no password modify your profile by checking your personal data like phone fax and email address and so on and modify your password by entering a new password that only you know This is strongly recommended Hint If you bookmark the link to this application never bookmark the login page This mostly leads to errors when you login the next time Bookmark the link listed in this chapter depending on your connectivity internet or intranet Do not use the internet link from the intranet or vice versa This might also lead to errors 31 August 2011 Page 13 of 139 T Sys
172. y affects the SLA calculation for a request Please note that the SLA calculation for requests in Germany is NOT affected by the configured calendar in webSRM Edit Holiday information The Page is divided into two parts On the left side of the window the user gets a list of all configured bank holiday groups which are identified by their Tag The right side of the window shows the Holidays for the selected holiday information from the left list To modify the list the user has to push the Change holiday information button By doing that the system copies the selected Tag and Data to a new Tag in which the Holidays can be edited After modifying the List the user has to save his changes by pushing the Change holiday information button again To use the standard holiday information again press the Change back to standard button You cannot affect the name of the holiday information The system changes it on its own to show if it is the standard or the customized holiday information 31 August 2011 Page 119 of 139 T Systems Enterprise Services GmbH T OE S A ystems Web Service Request Management webSRM T WSL OAL TUQL T Edit holiday information Manage holiday information for company Demo NICE Company Presentations Holiday information Refresh Holiday information Country holiday informatior mode INT Bank Holiday Al INT Bank Holiday Standard Holidays SOUTH AFRICA Demo NICE Co Customized 010106 UNITED RINGO

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