TACICS Technical Assistance Center – Information and
Contents
1. 5 5 Emergency Call Setup NOTE In case of emergency please in the first instance call Siemens emergency help desk via telephone This will ensure the quickest possible response time from the Siemens on call engineer The emergency ticket in TACICS should be created as a second step so that information regarding the emergency can be shared and tracked in the normal manner Please request from your contract administrator the actual procedure for raising emergencies with Siemens TAC The emergency set up screens in TACICS provides an overview as to the actual procedure 5 5 1 Set up emergency numbers in TACICS Emergency After logging in click on followed by 2 Setup This step will lead you to a wizard to create the emergency set up details with Siemens TAC Just follow the necessary steps as outlined below 1 Select the appropriate project The projects you have access to is determined by your access code during the registration process Should you wish to have access to additional projects then please contact your contracts administrator or Siemens TAC Project Identification Project BT ERX BT ERX BRAS Test Module 2 Once the appropriate project has been selected from the pull down menu press e to continue 3 The following window will appear in the Document Frame Enter the contact numbers for primary secondary and back up contact points In the comments window enter a brief description of the process for rais2. Fax 44 0115 9434127 C Porhigu s English Further information that will be displayed is the modules granted to the caller Granted Modules e Fault Reports e On Call Support e On site Maintenance statistical data showing the last login and the total number of loggins Statistical Data Last Login 21 02 2003 9 44 37 Number of Logins 45 and the projects that are assigned to the caller e BT ERX BT ERX BRAS Test Module e ERX UK Beta Access for Siemens UK 33 TACICS USER MANUAL 6 2 Changing Caller Profile To change details held in the TACICS database for individual callers then it is necessary to display the callers profile 1 After logging in click on followed by gt Profile The current stored information regarding the logged on caller will be displayed in the Document Frame Personal data for Andy Name Andy Brinklow Company Se COMMUNICATIONS E mail andy brinklowt isiemens com Phone 44 0 115 943 3054 Mobile Phone 44 007711 87 7113 Fax 44 01115 943 4127 Gem m Language i n i 2 Boxes contained in the personal data window are free text Changes are possible to the name e mail phone and fax Once any changes have been entered in the Personal Change data window click to continue 3 A confirmation window will be displayed showing the changes 6 3 Changing Password To change details held in the TACICS database for individual callers then it is necessary
3. Ke egeh deeg derbei 28 5 3 2 Tele te Date a EE 29 5 3 3 Printing On Call Support Request ccccccceeeeeseeessseseeeseeeeeeeeeeeseeeeeeneesseneeeeeeeeeees 30 5 3 4 Mailing BC E 30 Troubleshooting Emergencies c sscscceessesssseeeeeesseeeseeesneeeseeeeesseeeeeoeseees 30 5 4 1 Emergency Opened In Error icssccccclicccisecsscsecsssceecestccttansssdevssssseeveuecscccccsucussessnsuereeeces 30 5 4 2 Emergency Closed In Error cccccccceeeseseeeeeseeeeeeeeeeeeeeeeseeeeeeeeeeseeeeeseeneeseeeeesseneees 31 Emergency Call Setup E 31 5 5 1 Set up emergency numbers in TACICS cccccceceeeeeeeeeeeeeeeeeeeeeeeeseeeeeneeeeeseeneneeeeees 31 PROFILE 33 Displaying Caller Prole ER 33 Changing Caller Prot eeueueggeegug ueE aE 34 Changing PaSSWOMrd sicoiir EE 34 TACICS USER MANUAL 1 INTRODUCTION 1 1 What Is TACICS TACICS Technical Assistance Center Information and Communications Solutions TACICS ticket tracking tool was designed to provide a seamless means to creating and tracking fault problems with Siemens technical Support Center The tool is built on a high availability server platform and is available to any user with Internet access TACICS is divided into four base modules covering the main activities of TAC Additional modules can be added Modules are assigned to callers on a project basis A caller can have Eat Reports access to one or more than one of the available modules n depending on indivi
4. all future correspondence regarding the fault report and for tracking purposes By pressing AT ER 005 2003 you will be directed to the fault report screen where further information can be added to the fault report ticket if necessary Each time there is a status change to the fault report or anybody updates information related to the fault report a new notification mail is generated and distributed This process will continue until the closure of the fault report 3 2 Status Of Fault Report The first status of the Fault Report is TAC2 WAIT This status indicates that the FR as reached the Siemens TAC and is waiting for a TAC Engineer to be assigned to it When a TAC engineer is assigned to your Fault Report he will contact you During the life of the fault report the status will change depending on who is the owner of the ticket at any given time The possible entries for status are as follows 1 TAC2 WAIT given to a new fault report and indicates that a Siemens engineer has yet to be assigned 2 TAC2 PEND A qualified Siemens engineer has been assigned to the fault report and the ticket is now pending in Siemens TAC 3 TAC1 PEND the fault report is pending with the customer waiting for some information or for some action to be performed by the customer 4 TAC3 PEND Fault report has been escalated and is pending on development high level engineering or manufacturing 5 CLOSE PEND Intermediate
5. been highlighted then click to upload the file to TACICS NOTE1 For security reasons only zip and jpg files can be uploaded to TACICS Please convert any other files format to either zip or jog before uploading NOTE2 Do not upload files with special characters or spaces in the name or problems may be experienced in the future when trying to retrieve the file Printing Fault Reports To print fault report click Print Fault Report Layout Print from the Options Window 16 TACICS USER MANUAL This will open a printable version of the fault report in a separate explorer window Printing can be performed by pressing the Print button in the menu bar 3 4 3 Mailing Lists It is possible to add or to remove colleagues from the mailing list To remove an e mail from the Remove from Mailing List distribution list highlight the address and then click on Distribution List fcc mail robert r flatcheriasi darren noblet isiemens com gemens com Malling List Remove from Mailing List Similarly To add a mail to the distribution list enter the address in the window and then click Add Add an E mail to Distribution List E mall to add 3 5 Troubleshooting Fault Reports 3 5 1 Fault Report Opened In Error For security reasons it is not possible to erase or change fault report history logs If a fault report has been opened with incorrect information or opened in error then
6. or manufacturing 11 CLOSE PEND Intermediate state that the OCS request must pass before it can be closed A solution or workaround has been provided and Siemens TAC will talk to you or your company to agree to close the ticket 12 CLOSED Status that the OCS request will stay after the problem has been solved Once the ticket has been closed no further information can be added to the ticket You can track and search for an OCS request in many ways The fastest way is to know the ticket identification 4 3 Tracking And Searching On Call Support Requests On Call Support gt Search 1 After logging in click on followed by EE A search engine will appear in the Document Frame allowing you to search for the OCS request that you want n Call supporti O l Opened between BEHR Status IY Open Closed Project BT ERX Opened by Andy 2 Ifthe on call support request ID is known then enter the number in the relevant field and then click _Search TACICS will present you directly to the on call support request that you have identified 3 If the on call support request ID is not known then the various search parameters need to be entered As with all search engines accurate search parameters will present more accurate search results Once all parameters have been entered then click _Search TACICS will present you with a list of on call support requests that match your search criteria Selection of the correct on
7. please send an update to the fault report requesting immediate closure A new fault report can then be opened with the correct information if necessary 3 5 2 Fault Report Closed In Error If a Fault Report has been closed in error Siemens TAC can re open the fault report To do this please e mail Siemens TAC at tac2 siemenscomms co uk if you are in england or email your TAC team if you are in other country giving the fault number and the reason for requesting that a fault report be re opened 17 4 4 1 To On Call Support TACICS USER MANUAL On Call Support Opening An On Call Support Request open an on oo support request using TACICS you should login and then click on followed by P amp This step will lead you to a wizard to open a fault report with Siemens TAC Just follow the necessary steps as outlined below 1 Select the appropriate project The projects you have access to is determined by your access code during the registration process Should you wish to have access to additional projects then please contact your contracts administrator or Siemens TAC Project Identification Project BT ERX BT ERX BRAS Test Module zl 2 Once the appropriate project has been selected from the pull down menu press Ce to continue 3 Confirm that you have selected the right project and that your User ID is displayed in the Activation Contact This user information will be used as the main contact d
8. state that the fault report must pass before it can be closed A solution or workaround has been provided and Siemens TAC will talk to you or your company to agree to close the fault report 6 CLOSED Status that the fault report will stay after the problem has been solved Once the fault report has been closed no further information can be added to the ticket 3 3 Tracking And Searching Fault Reports You can track and search for a fault report in many ways The fastest way is to know the fault report identification Fault Reports 1 After logging in click on wem followed by ES A search engine will appear in the Document Frame allowing you to search for the fault report that you want 14 TACICS USER MANUAL Fault Report 1D M open Closed BT ERX Andy 2 Ifthe fault report ID is known then enter the number in the relevant field and then click TACICS will present you directly to the fault report that you have identified 3 If the fault report ID is not known then the various search parameters need to be entered As with all search engines accurate search parameters will present more Search accurate search results Once all parameters have been entered then click TACICS will present you with a list of fault reports that match your search criteria Selection of the correct fault report will then take you to the fault report information P naper SR as or state Wl e DH i De
9. the necessary steps as outlined below an 1 Select the appropriate project The projects you have access to is determined by your access code during the registration process Should you wish to have access to additional projects then please contact your contracts administrator or Siemens TAC Project Identification Project BT ERX BT ERX BRAS Test Module gt 2 Once the appropriate project has been selected from the pull down menu press Nox to continue 3 Steps 4 to 10 will be available only to TAC Team For Customer level will be presented the TAC Emergency phone contacts These following steps will be carry out by your TAC team or Helpdesk support 4 Confirm that you have selected the right project and that your User ID is displayed in the Activation Contact This user information will be used as the main contact during the life of this emergency Project Identification Project Code BT ERK Beseription BT ERX BRAS Test Module Mailing List Andy Bnnklow siemens com Activation Contact Opened by Andy Andy Brinklow 5 If everything is OK press Nex to continue 25 TACICS USER MANUAL 6 You can add or remove e mails for the emergency distribution To remove an e mail from the distribution list highlight the address and then click on Remove from Mailing List Distribution List fcc mail robertrflatcheresiamens com darren noble siemens com Mailing List R
10. to display the callers profile 1 After logging in click on followed by gt Profile Scroll down the screen to a window labeled access key Change Passyyord 2 Click on Hanae Password to continue 3 The following window will appear Enter your old password your new password and a confirmation of your new password 34 TACICS USER MANUAL Current Password Hew Password Contin Hew Password Click O OK to continue 5 A confirmation window will appear acknowledging that your password has been changed 6 Click O oK to continue 35
11. your name Please enter your name in the format first name family name Company is the field for your company name You have to provide this information so that a verification check can be performed against the Access Code E Mail is intended to be TACICS preferred means of communications Please complete this field with the e mail address that you most commonly use during working hours Phone is an alternative method of communication Normally it will be used only in the case of high priority matters Access Code is your Access code Your contract support manager will normally give this to you After completion of all the fields you need to submit the form and wait for the TAC personnel to contact you for granting access to TACICS You will also receive a confirmation e mail that your registration request has been received When your access has been granted you will receive a further e mail informing you of this registration acceptance Language registration form will define your language profile This profile can always be changed later 1 5 Why Should I Use TACICS TACICS USER MANUAL If you need support TACICS is the best way to get it With TACICS you will get an answer to your problem quicker than using other methods Using TACICS your query or problem will be assigned to a technician or engineer that will answer to you in the shortest possible time Also using TACICS you can inform anybody that you want as to the status o
12. ACICS and are now able to use the system If your log in fails check for caps lock User ID and Password If everything is OK but you still can t log in check if you have already received the validation e mail from TACICS registration Failing this then please contact Siemens TAC After you login you establish a Session with the server This session will automatically timeout after 20 minutes of idle time If you want to keep the session more than this time in idle state you need to point your browser to the home page The session will not timeout if you stay in this page TACICS USER MANUAL 2 2 Logging Off log off just click on and then a Alternatively you can click To A from the menu at the top of the Document Frame Then you can close your browser or point your browser to another URL Important Security Note If you just point your browser to another URL without logoff the session will stay active at least 20 minutes before timeout exposing your session information to other sites 10 TACICS USER MANUAL 3 Fault Reports 3 1 Opening a Fault Report To open a fault report using TACICS you should login and then click on followed by 2 Open This step will lead you to a wizard to open a fault report with Siemens TAC Just follow the necessary steps as outlined below 1 Select the appropriate project The projects you have access to is determined by your access code during the registration process Should you wi
13. S Dr SEN DIS AO ee Tickat WS Tae MAT rea Sheet kat 3 4 Updating A Fault Report After you find the fault report that you want you can update it There are several ways that you can update it The following sub sections explain the different ways in which a fault report can be updated 3 4 1 Adding Extra Information To update the fault report with additional text you should write the text into the fault report update box Fault Report Update 15 TACICS USER MANUAL After entering the update information click to update the TACICS database Your information will be uploaded and added to the fault report history log Everybody in the mailing list will receive a notification mail about your update Similarly if the Siemens support engineer updates the fault report an update e mail will again be sent to the mailing list 3 4 2 Uploading Files If you need to upload some file to the Fault Report like a screen capture from an application a log file from a device etc follow the steps outlined below 1 In the Options Window click Upload file 2 This will open up a window to select the file for upload By Clicking on _ Browse you can select the file required for upload Select file to upload Browse Upload Due to security reasons only ZIP and JPG files are allowed to be uploaded You should convert them before upload BT ERx 005 2003 Upload 3 Once the correct file has
14. SIEMENS TACICS Technical Assistance Center Information and Communications Solutions User Guide pP WW A rd W gt 0 di k AE wei gt d 0 DI A g dd d U og rd Q R Issued by S Siemens Communications Copyright Siemens Communications 2003 All Rights Reserved 5 0 A rd o A A d D P gg Author Andy Brinklow a e Translator AA Revision Paulo Parreira The document is based on template Normal dot This document was edited with MS WinWord version 9 0 Error No text of specified style in document 1 ch ok N 2 1 2 2 3 5 4 5 5 1 TABLE OF CONTENTS INTRODUCTION 5 What IS TACGICS airian a SD ee NE aE ee a 5 Need SUD e EE 5 1 2 1 Why USE TMG Web EE 5 1 2 2 Do To Access LEI 6 TACICS Design Layo t EE 6 1 3 1 Navigation TE EE 6 1 3 2 Document d lu TE 6 ale UR UE TE 6 Why Should I Use TAGCICS Eeer EE 7 Logging In H EOOGING Ii ET WEE 9 2 1 1 Problems LOGGING Kn RE 9 Hoye re ale OT EE 10 Fault Reports 11 Opening a Fault Remote ECKE Eege 11 Slatus OF Fault REDON iann Ee 14 Tracking And Searching Fault Reports ccccccssssssseseeeeeeeeeeeseeeeeeeseeeeneees 14 Updating A Fault Eepnott geess 15 3 4 1 Adding Extra Informati n ugedo eERe ee ee EENS NEEN dee 15 3 4 2 Uploading fe UE 16 3 4 3 Printing Fault REDO S eege ees EeeeEEE ees ee 16 3 4 4 Mailing EC CN 17 Troubleshooting Fault Reports ccscccsssssseeesssessseeeseeesseeeseeeenseesseo
15. call support request will then take you to the ticket information 4 4 Updating An On Call Support Request After you find the On Call Support Request that you want you can update it There are several ways that you can update it The following sub sections explain the different ways in which an On Call Support Request can be updated 21 TACICS USER MANUAL 4 4 1 Adding Extra Information To update the on call support report with additional text you should write the text into the on call support update box on Call Support Undale E After entering the update information click to update the TACICS database Your information will be uploaded and added to the on call support history log Everybody in the mailing list will receive a notification mail about your update Similarly if the Siemens support engineer updates the on call support request an update e mail will again be sent to the mailing list 4 4 2 Uploading Files If you need to upload some file to the On Call Support Request like a screen capture from an application a log file from a device etc follow the steps outlined below 4 Inthe Options Window click Upload fie Options Browse 5 This will open up a window to select the file for upload By Clicking on can select the file required for upload Select file to upload you Due to security reasons only ZIP and JPG files are allowed to be uploaded You should convert them before up
16. date information click to update the TACICS database Your information will be uploaded and added to the emergency history log Everybody in the mailing list will receive a notification mail about your update Similarly if the Siemens support engineer updates the on call support request an update e mail will again be sent to the mailing list 5 3 2 Uploading Files If you need to upload some file to the emergency like a screen capture from an application a log file from a device etc follow the steps outlined below 7 Inthe Options Window click Upload fite Sgr Print Pris 1 Browse 8 This will open up a window to select the file for upload By Clicking on can select the file required for upload you Select file to upload Upload Due to security reasons only ZIP and JPG files are allowed to be uploaded You should convert them before upload BT ER 005 2003 Upload 9 Once the correct file has been highlighted then click TACICS to upload the file to NOTE1 For security reasons only zip and jpg files can be uploaded to TACICS Please convert any other files format to either zip or jog before uploading 29 TACICS USER MANUAL NOTE2 Do not upload files with special characters or spaces in the name or problems may be experienced in the future when trying to retrieve the file 5 3 3 Printing Emergencies To print an on call support request click DIE Print La
17. document frame with the related information 1 3 2 Document Frame This is the body of TACICS reflecting all of the user actions Is where you can open search track and update with the necessary information for each module All of the activity passes through this frame 1 4 How To Register To register as a user of TACICS your company needs to have a maintenance support contract with Siemens Assuming a valid contract is in place then you need to request an access code from your contract support manager of directly to Siemens TACICS making reference to the contract number TACICS USER MANUAL J and then the module option A form will be presented to you in the Document Frame which will need completing Note that TACICS is a multi lingual tool please click on the English tab in order to receive the below form After you have an access code just click on Regeconine All fields on the table are necessary Registration will User ID only proceed if all fields are l filled in with the correct SE information confirm Password User ID is your unique Meg identifier It must be only one Company Ir word and cannot contain any special characters E mail Phone IT Password is your personal password As with all Mobile Phone password protected areas Fax o XTSt lt d please do not allow other users to log on to the system A cess Code using your user ID and password Name is the field for
18. dual responsibilities within a project On Call Support These modules allow each caller to be given support on individual issues within contracted time frames and with a high level of Emergency interactivity with the TAC personnel All of these modules keep track of all activity on the subject creating a full log with the complete history of the problem Cine 2 NS Oh F mye F Y an E e 1 2 Need Support Do not hesitate If your company has a support contract with Siemens just register on line and use the full capabilities of the tool to open and track unsolved problems on your network Depending on your support agreement you can have access to all modules or just the modules that your company needs You can open a Fault Report about a software problem or you can open an On Call Support if you have a technical question to which you do not know the answer Have a problem in one site with the equipment Open an on site maintenance to request a field intervention Have a critical problem with the service either down or heavily affected Then raise a call to emergency support Note that Emergency support requests should be raised in the initial instance over the telephone in order to activate Siemens Emergency support in the shortest possible time 1 2 1 Why Use The Web TACICS USER MANUAL TACICS uses www architecture due to it s high availability and ease of use Almost every PC using any operating syst
19. e Problem Description z 9 Once you are happy with the supplied information click Submit On Call Suppo l E to continue Once submitted the on call support request will then register within the TACICS database A confirmation screen will appear in the Document Frame A confirmation e mail will also be generated and distributed to everybody in the mailing list that you provide to the Siemens TAC mailing list and also to yourself as the originator of the on call support request 4 2 Status Of On Call Support Request The first status of the on call support request is TAC2 WAIT This status indicates that the OCS has reached the Siemens TAC and is waiting for a TAC Engineer to be assigned to it When a TAC engineer is assigned to your OCS request he will contact you During the life of the OCS request the status will change depending on who is the owner of the ticket at any given time The possible entries for status are as follows 7 TAC2 WAIT given to a new OCS request and indicates that a Siemens engineer has yet to be assigned 8 TAC2 PEND A qualified Siemens engineer has been assigned to the OCS request and the ticket is now pending in Siemens TAC 20 TACICS USER MANUAL 9 TAC1 PEND the OCS request is pending with the customer waiting for some information or for some action to be performed by the customer 10 TAC3 PEND OCS request has been escalated and is pending on development high level engineering
20. em has a web browser and internet connection These are the only requirements for TACICS Using this technology there is no software to install on clients PC s this way you know you are always up to date with TACICS 1 2 2 How To Access TACICS TACICS is located in the Siemens Web service at hitps www ic siemens pt tacics Just point your browser to this URL and start using it TACICS has been designed to be simple and intuitive yet at the same time provides all the flexibility and power that customers expect from state of the art ticket tracking tools 1 3 TACICS Design Layout TACICS is a standard HTML page built using Microsoft ASP divided into two frames inside one browser window The left frame navigation menu contains the menus whereas the right frame document frame contains the items referenced to by the navigation menu There is an extra browser window that is automatically opened for print layouts All of the actions occur within the two referenced frames 1 3 1 Navigation Menu The Navigation Menu is composed by main modules and inside each module module options The main modules are in an orange button Just click on them and the module options will appear Then you just have to choose the appropriate action and click the one that you need Clicking on another main module will hide the shown module options and will show the new module options like in a sliding menu Clicking on a module option will reflect on the
21. emove fram Mailing List 7 To add a mail to the distribution list enter the address in the window and then click Add Add an E mail to Distribution List E mail to add Once you are happy with the mailing list for your emergency click He to continue Fill in the data relating to the site of the emergency This information includes the site code the address and a contact name and number of a customer representative that can be contacted in relation to the emergency Intervention Place Phone ee Contact Finally fill in the data related to your emergency giving information about your platform or device software version title of the problem and a brief description of the problem Please note the customer reference is for your own internal reference it can t be used for tracking emergencies within TACICS Please note that the priority for emergency is fixed to critical and cannot be changed 26 TACICS USER MANUAL Problem Description Date 20 02 2003 15 10 54 Priority Critical Problem Platform Device Software Version Problem Title Problem Description iel DEE Submit Emer 10 Once you are happy with the supplied information click __ SubmitEmergency 1 continue Once submitted the emergency will then register within the TACICS database A confirmation screen will appear in the Document Frame A confirmation e mail will also be generated and distributed to everybody in the mailing
22. esseees 17 3 5 1 Fault Report Opened IN Error eer ee geesde EE reeks 17 3 5 2 Fault Report Closed In Error icccctccssscecsctestesncctrertectasntcatrviensstecteeeenstencesetsenceedt 17 On Call Support 18 Opening An On Call Support Request cccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 18 Status Of On Call Support Request cseseeeeesessseeeeeeenseeesecenseeeeseoeaes 20 Tracking And Searching On Call Support Requests ccscssssseeesseeeseees 21 Updating An On Call Support Request cc eeccceeeeeeeeeeeeeseeeeeeseeeeneneeeeees 21 4 4 1 Adding Extra Information ccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeaseeeeeeeeeeaaaeeeeseeeeeeseeeeeseeeeeneeeees 22 4 4 2 UBIOAGING e UE 22 4 4 3 Printing On Call Support Requests ccccccceeeessseeeeseseeeeeeeeeeeeeeeseeeeeeeaeseeneeeeeeeeeees 23 4 4 4 Mailing LISIS E 23 Troubleshooting On Call Support Requests cccccsssesseeeseessseesseeeeseees 24 4 5 1 On Call Support Request Opened In Error ccccceceeeeeeeseeeeensesseeeeeeeeeeeeeeesenenenes 24 4 5 2 On Call Support Request Closed In Error cccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesseeaenaes 24 EMERGENCIES 25 Opening AN EMErg NCy E 25 5 2 5 3 5 4 5 5 6 1 6 2 6 3 TABLE OF CONTENTS Status Of An Emergency Request ccccccsssssssseeeessesssseeeeeesseoeesnneeeeeseeoes 27 Updating AN ue CT Lei EE 28 5 3 1 Adding Extra INfOrmatiOnn e zeupzsdebeceser
23. f your tickets Just fill in their email address and they will receive TACICS notification emails about your query Before you open a new query you can search in TACICS database for similar issues avoiding most of times opening a new query TACICS is available worldwide so you can place your questions everywhere in the world and still get your answer in time If you are away from your company email you can continue to use TACICS Just login and search for your query from any internet enabled PC You can see and update your query always and everywhere TACICS USER MANUAL 2 Logging In 2 1 Logging In Screen Before you can start using TACICS you need to register see chapter 1 After your on line registration you have to wait for an email from Siemens TAC validating you registration This email is your key for start using TACICS After you receive your validation email you can log on to TACICS To do so follow the steps 1 Point your Internet browser to https www ic siemens pt tacics Click on Bees Click on Hau The following image will appear in the Document Frame Utilizador User Name ____ Chave de Acesso Password SN SCT 2 Ze 5 Enter User Name and Password OK Press o A welcome screen will appear in the Document Frame confirming your name and the last time you logged on to the system Press to continue 2 1 1 Problems Logging In After completion of the above you are logged in to T
24. ing emergencies with Siemens TAC 31 TACICS USER MANUAL Project Identification Project Code BT ERX Description BIERX BRAS Test Module Andy Brinklow siemens Con 44 0 115 943 3054 ma Ei NOTE1 Ensure all customer call out engineers and NMC staff are aware of the procedure for raising emergencies with Siemens TAC The quicker Siemens TAC are informed of an emergency situation the quicker the Siemens response and subsequent assistance will be NOTE2 The above screen shot is for illustration purposes only The number shown is NOT the emergency number to be dialed 4 After the required information has been entered click Nex to continue 5 A confirmation window will appear in the Document Frame as illustrated g oh af li lani iTi ath i faptei ET ERE LEE BT ER BRAS That Mediate Primate Peter AA Deg gy Eatap TWH Errercency oat saturn eermnoletecd 32 TACICS USER MANUAL 6 PROFILE 6 1 Displaying Caller Profile To confirm details held in the TACICS database for individual callers then it is necessary to display the callers profile 1 After logging in click on followed by gt Profile The current stored information regarding the logged on caller will be displayed in the Document Frame Personal data for Andy Name An dy Brinklow SIEMENS COMMUNICATIONS andy brinklow siemens carm 44 0115943 3054 Mobile Phone 44 07711 87 7113
25. list that you provide to the Siemens TAC mailing list and also to yourself as the originator of the emergency 5 2 Status Of An Emergency Request The first status of the emergency is TAC2 WAIT This status indicates that the emergency has reached the Siemens TAC and is waiting for a TAC Engineer to be assigned to it When a TAC engineer is assigned to your emergency he will contact you During the life of the emergency the status will change depending on who is the owner of the ticket at any given time The possible entries for status are as follows 13 TAC2 WAIT given to a new emergency and indicates that a Siemens engineer has yet to be assigned 14 TAC2 PEND A qualified Siemens engineer has been assigned to the emergency and the ticket is now pending in Siemens TAC 15 TAC1 PEND the emergency is pending with the customer waiting for some information or for some action to be performed by the customer 16 TAC3 PEND Emergency has been escalated and is pending on development high level engineering or manufacturing 27 TACICS USER MANUAL 17 CLOSE PEND Intermediate state that the emergency must pass before it can be closed A solution or workaround has been provided and Siemens TAC will talk to you or your company to agree to close the emergency 18 CLOSED Status that the emergency will stay after the problem has been solved Once the emergency has been closed no further information can be added to
26. load BT ER 005 2003 22 TACICS USER MANUAL Upload 6 Once the correct file has been highlighted then click to upload the file to TACICS NOTE1 For security reasons only zip and jpg files can be uploaded to TACICS Please convert any other files format to either zip or jpg before uploading NOTE2 Do not upload files with special characters or spaces in the name or problems may be experienced in the future when trying to retrieve the file 4 4 3 Printing On Call Support Requests To print an on call support request click Print On Call Support Layout Print from the Options Window end ibs Arint On Call Eugen faor Drot This will open a printable version of the on call support request in a separate explorer window Printing can be performed by pressing the Print button in the menu bar 4 4 4 Mailing Lists It is possible to add or to remove colleagues from the mailing list To remove an e mail from the Remove from Mailing List distribution list highlight the address and then click on Distribution List fcc mail tobertrfletcher siemens com darren noblet siemens com Mailing List Cones on Vernon Similarly To add a mail to the distribution list enter the address in the window and then click Add Add an E mail to Distribution List E mail to add 23 TACICS USER MANUAL 4 5 Troubleshooting On Call Support Requests 4 5 1 On Call Support Reque
27. sh to have access to additional projects then please contact your contracts administrator or Siemens TAC Project Identification Project BT ERX BT ERX BRAS Test Module gt 2 Once the appropriate project has been selected from the pull down menu press Nex to continue 3 Confirm that you have selected the right project and that your User ID is displayed in the Activation Contact This user information will be used as the main contact during the life of this fault report Project Identification Project Code BT ERX Jescription ET ERX BRAS Test Module Mailing List Andy Brnklowi siemens com Activation Contact Opened by An Che Andy Brinklow 4 lf everything is OK press Nen to continue 5 You can add or remove e mails for the fault report distribution To remove an e mail from the distribution list highlight the address and then click on Remove from Mailing List 11 TACICS USER MANUAL Distribution List fcc mail fobertrfletcher isiarmens com darren noble siemens com Mailing List Remova fom Mailing List 6 To add a mail to the distribution list enter the address in the window and then click Add an E mail to Distribution List 7 Once you are happy with the mailing list for your fault report click Nex to continue 8 Finally fill in the data related to your fault report giving information about your platform or device software version
28. st Opened In Error For security reasons it is not possible to erase or change on call support history logs If an on call support request has been opened with incorrect information or opened in error then please send an update to the ticket requesting immediate closure A new on call support request can then be opened with the correct information if necessary 4 5 2 On Call Support Request Closed In Error If an on call support request has been closed in error Siemens TAC can re open the ticket To do this please e mail Siemens TAC at tac2 siemenscomms co uk if you are in England or email your TAC team if you are in other country giving the on call support request number and the reason for requesting that the ticket be re opened 24 TACICS USER MANUAL 5 EMERGENCIES 5 1 Opening An Emergency NOTE In case of emergency please in the first instance call Siemens emergency help desk via telephone This will ensure the quickest possible response time from the Siemens on call engineer The emergency ticket in TACICS should be created as a second step so that information regarding the emergency can be shared and tracked in the normal manner Note that steps 4 to 10 will only be available to your TAC Team Customer just need to dial to present emergency contacts TO open emergency using TACICS you should login and then click on en followed by ZHP This step will lead you to a wizard to open an emergency with Siemens TAC Just follow
29. the ticket You can track and search for an emergency report in many ways The fastest way is to know the emergency identification 1 After logging in click on zesoen followed by SPACA A search engine will appear in the Document Frame allowing you to search for the emergency that you want Search Parameters Emergency ID Opened between Status I Closed Project Opened by Andy 2 If the on emergency ID is known then enter the number in the relevant field and then click Bente TACICS will present you directly to the emergency that you have identified 3 If the emergency ID is not known then the various search parameters need to be entered As with all search engines accurate search parameters will present more Search accurate search results Once all parameters have been entered then click Search TACICS will present you with a list of emergencies that match your search criteria Selection of the correct emergency will then take you to the ticket information 5 3 Updating An Emergency After you find the emergency that you want you can update it There are several ways that you can update it The following sub sections explain the different ways in which an emergency can be updated 5 3 1 Adding Extra Information To update the emergency with additional text you should write the text into the emergency update box 28 TACICS USER MANUAL Emergency Update S After entering the up
30. title of the problem and a brief description of the problem Please note the customer reference is for your own internal reference it can t be used for tracking fault reports within TACICS The priority of the fault report should also be assigned carefully 12 TACICS USER MANUAL Problem Description Customer Ref Date 20 02 2003 19 1941 C 1 Critical Problem Priority 2 Major Problem e 3 Miner Problem Platform Device Software Version Problem Title Problem Description Subrnit Fault Report 9 Once you are happy with the supplied information click continue Once submitted the fault report will then register within the TACICS database A confirmation screen will appear in the Document Frame A confirmation e mail will also be generated and distributed to everybody in the mailing list that you provide to the Siemens TAC mailing list and also to yourself as the originator of the fault report FR ID BT ERX 005 2005 You have just opened the Fault Report BT ERX 005 2003 in TAC ICS This Fault Report was registered with the following information Test ticket raised for me to get screen shots to update user manual Fer other issues please contact us using the following E mail address Andy Brinklowi siemens com Use the given Fault Report ID to track the status of your Process BT ERX005 2003 13 TACICS USER MANUAL Note that a Fault report ID has been assigned by TACICS This ID should be used for
31. uring the life of this fault report Project Identification BT ERX ET ERX BRAS Test Module Andy Bnnklow siemens com Andy Andy Brinklow D 4 If everything is OK press Nen to continue 5 You can add or remove e mails for the fault report distribution To remove an e mail from the distribution list highlight the address and then click on Remove from Mailing List 18 TACICS USER MANUAL Distribution List fcc mail emens com fobertrfletcherts darren noble siemens cam Mailing List Remove fram Mailing List 6 To add a mail to the distribution list enter the address in the window and then click Add Add an E mail to Distribution List E mail to add 7 Once you are happy with the mailing list for your on call support request click Nex to continue 8 Finally fill in the data related to your on call support request giving information about your platform or device software version title of the problem and a brief description of the problem Please note the customer reference is for your own internal reference it can t be used for tracking fault reports within TACICS The priority of the on call support request should also be assigned carefully 19 TACICS USER MANUAL Problem Description Customer Ref Date 20 02 2003 10 1941 C 1 Critical Problem Priority 2 Major Problem e 3 Miner Problem Platform Device Software Version Problem Titl
32. yout Print fom the Options Window Options Anen Die GEI Print rina This will open a printable version of the emergency in a separate explorer window Pressing the Print button in the menu bar can perform printing 5 3 4 Mailing Lists It is possible to add or to remove colleagues from the mailing list To remove an e mail from the Remove from Mailing List distribution list highlight the address and then click on Distribution List fcc mail darren noblet siemens com Mailing List Remove rom Mailing List Similarly To add a mail to the distribution list enter the address in the window and then click Add Add an E mail to Distribution List E mail to add 5 4 Troubleshooting Emergencies 5 4 1 Emergency Opened In Error For security reasons it is not possible to erase or change emergency history logs If an emergency has been opened with incorrect information or opened in error then please send an update to the ticket requesting immediate closure A new emergency can then be opened with the correct information if necessary 30 TACICS USER MANUAL 5 4 2 Emergency Closed In Error If an emergency has been closed in error Siemens TAC can re open the ticket To do this please e mail Siemens TAC at tac2 siemenscomms co uk if you are in england or email your TAC Team if your are in other country giving the emergency number and the reason for requesting that the ticket be re opened
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