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Tele2 Business Selfcare User Manual

1. E os e e Lj 5 E amp e E e e A E a e ra mu ra Lac wu rg ri ri Pa rg ra Fa nj T mg rg n Fr ra ru ma rk rg i Pe selfcare User Manual Performance 11 4 Makes mentee Work Work In this section you will in summary find 1 PM AU EN ON i9 Order ID for the connection Customer equipment installed at the customer premises SLA level for the connection Capacity implemented for the connection Interfaces on the CPE on which the measurement are being made If QoS is implemented the different classes are shown and you are able to access each class to get data regarding Jitter Packet loss and delay selfcare User Manual Performance Disturbances 15 1 View Disturbances 114 4 Makes mentee Work Work 15 Disturbances Here you will find information about current disturbances and problems in the mobile network For example it could be a base station that doesn t work properly making phone calls break up This functionality is divided into three parts 1 Disturbances tab a Displays information about active and old disturbances 2 Location tab a Handles locations that user has special interest in 3 Notification tab a Let the user configure notifications and be notified by SMS or email when any of the configured Point of interests has a disturbance selfcare User Manual Disturbances aoe Makes mentee Work Work 15 1
2. View ln Excel Fikr AH enses z AN seriea z 25 KHSTA RISTA CENTRUM IP Pei IIT Chocae i thor E View l Table a City b Site Service Order ID e Actions f indicates option only available if read write permission granted x Q i Create incident l Opens a Create incident page with this connections details pre populated li Create order f iii Create change t iv Create service request T V View usage vi View incidents vii View changes viii View service requests f Details i See section 14 2 Selfcare User Manual Performance 114 Makes mentee Work Work 14 1 2 Datanet tab The datanet tab gives you an overview of the performance capacity usage packet loss and delay for each site f Overview Performances 1 4 of 4 miss ihola rer Ac i Misses 5m alanet Hanbel ret ppp 26 This page contains l Table a City b Site service Order ID Q Q e Rate up i Percentage of bought upload capacity used f Rate down i Percentage of bought download capacity used g Up Mbps i Actual upload used h Down Mbps i Actual download used i Delay ms i Actual delay for the connection j Packet loss selfcare User Manual Performance 114 Makes mentee Work Work i Actual packet loss in procent for the connection k Actions i See list tab l Details i Please refer to the chapter Performance details 14 2
3. 1144 Makes tetes Work Work If you leave the Filter current result checkbox unchecked and select a new group from the filter the system replaces the previous group filter with the new group filter If you check the Filter current result checkbox and then select a new group from the filter the system filters for items that match all groups filter criteria If you want to remove one of the group filter criteria click the delete button x next to the filter you want to remove Filter Altypes All accounts All names ak Groups All groups T Filler current results PM Business Product Managem 3 Jump to account Go selfcare User Manual Common functionality 11 4 Makes mentee Work Work 2 2 Acting on multiple items in bulk There are many places in the application where you can act on multiple items in bulk These items include lists of accounts subscriptions connections and invoices This section describes the common functionality for selecting and acting on multiple items Other sections of this manual will list the individual actions that are available on those pages On pages where multiple items can be selected for bulk handling there will be a column of checkboxes in the table for selecting items In addition there will be a toolbar at the bottom of the window that floats over the page it always shows at the bottom as you resize or scroll on the page The toolbar will appear as soon as you se
4. 56 3 Fari Lens ea Teo FELEZ ERRE AB iod TEES 0n PELES DERRE ARTICLES Dhi ii TEMES EVE ROUE SATIREN AS ea HH TELEZ PERRA Be TID A QR Te N TELES ERR kk TO Lis To find which access the user currently has click Current access filters P Overview 4 Assign objects 3 Search for objects to assign to test testsson Fuer Altpes Alaccountm All seeders Grupas ll groups Search accounts Comes alresuls as CSV 2 Humber ofresuls per page 25 Ment Logie selfcare User Manual User management 114 Makes mentee Work Work Then you will get a box where you can see all accounts subscriptions groups you have access to 8 oOvervline Assign objects Search for objecl Current access filters for test testsson Fer Alboes All ac Drept All grapa earch eons Hummer of ramuli par pape dl Lc ts n1520357 D SSR SE pr pu nacre Er di beiti gat CHARTS a IM g 2agasa 05373388 28 2 PET 1 4789 eat bl an Account fie ET Bocce misit lal 15D Accocoonl fair O11 Acpeunl number 065449 15 131 Agoni numer D1s525031 01 SE taal number DOCU EO Dd Booi nucsiber DETAIL ED Acorn nurses SITS TOO core memper DEBAADTE GR d fumer DTOGOTDO TH d cent pesiar Ditta i j Accent maie 0833585501 A Dial huembt DTESUTDU US Ac cant nuba CAGE cr rires DT580 E057 Account number DES EO Accent number CES TE M GONE mamper Occ h
5. LHL She Pa a Ciki lmiy a hia Prue gd die Te Fair dB ei Bain Bei im L fective E aem mmn wma memo iam PEEEA RA X LITER Site AES aip md muda Dry L5 Update the information and click Modify All fields are mandatory except contact number selfcare User Manual User management ork 114 Makes mentee Work W 3 2 2 Modify user role permissions When you select Modify user role permissions from the dropdown in any row of the table the system prompts you to update the user s role and or permissions ftwersiem Modify User Permissions Hz Cuxkiem Vah irme LATTE Pld BEER Viae ere TERRITI L TE moria CURE orig FETE Rrra ni LATE LES 1 F e it CHa Pee Vni eae Css us nu re kiir D lar Ero De Danae TETES was Bode tes gate ts wv Fora rin V Read irte Rara d Em ivre wf Fora Iia cbe Y naystiria Fig BOUFEE Hz cob LATE CCE HE RE FR ROUES LAT BOT E Hz acris Lait Eee arn M ni acera Bei cb Rena Tie LETS bor UU ang ree arm prota CE PERTE W big BOUPEE CES be bet To TER V ns ESSEE This page contains 1 User role dropdown a You can change the user s role to a different role in the system which will update the selected permissions in the list that follows b You can only change the role for users who have a role type you can create this is so that you cannot remove permissions from a user that you cannot give back c Unless you are a Super
6. Wasa snow Incidents 1 2 of 2 File Axprederta 2 AN atania a Dae range From mm To fM tieciaie Filter m Vay ppan vun Pa leer Humber ol resus per page 46 Racal die Las uodale l Depending on if you select View open or View history radio button you will see a table of all open or historic incidents in your organization a By default the open incidents are shown 2 Incident type dropdown a Mobile b Fixed c Datanet 3 status dropdown contains available statuses that open incidents can have selfcare User Manual Incident management or ork 11474 Makes etes Work NOM Status sent Temporary status given to Incident when Selfcare has submitted the incident report but yet not received verification that Tele2 Business has received it Assigned status given to Incident when Tele2 Business has confirmed that the incident report has been received In progress Normal status when Tele2 Business has started working on the resolution of the incident Pending Status given the incident Tele2 Business has asked the customer to provide more information for Tele2 Business to resolve the issue Resolved Status given the incident when Tele2 Business considers the problem solved Closed status given the incident when Tele2 Business indicates that the incident has been closed Description Comment This status is only seen in Selfcare if there is a problem with the integration with Tele2
7. selfcare User Manual Dashboard 114 4 Makes mentee Work Work iii Orders or quotes with order status Rejected Order completed or Order closed in ascending order based on order update date but not older than 90 days iv Orders with order status Draft are not shown in the overview This pane contains l Order ID a This is also a link that opens the order details in a box 2 Type Last update a Last order update date Status Create button a Takes you to the Create gt Order page where you can create a new order View all orders link a Takes you to the View gt Order page where you can see a list of all open and historic orders 6 8 3 Changes The pane lists 5 change requests in the following priority order l Changes with order status Pending customer input in ascending order based on last order update date If there is enough space left in the pane the remaining changes will be shown in the following order i Changes with order status New Received Order in progress or Modified in ascending order based on order update date li Changes with order status Rejected or Order completed in ascending order based on order update date but not older than 90 days iii Changes with order status Draft are not shown in the overview This pane contains 1 Change ID a This is also a link that opens the change details in a box 2 Type 3 Last update a Last change update date
8. Messages are typically displayed at the top of the page or module depending on the context of the error Sample success message v Your order has been submitted sample informational message You have no reports to display for this subscription Sample error message We are experiencing problems with our system selfcare User Manual Common functionality 11 4 Makes mentee Work Work When filling in a form for example when creating an order the system will display messages in a way that will help you understand exactly which fields were problematic LESE Ro Lorem Ipsum explanation Lorem Ipsum explanation Lorem Ipsum explanation Create complaint Status New M Addasashoneub 7 Service information Gone infarmatian Takni priait E Laner ifs E Sake ware 2611 0244 S reece ire T LPEN SRE EME PEL En Det tant om problem with Attach n doremi Brune n5 Prec nh TA Amel Sane as dra SHE Copain Chocsm a langemge Cru owns emaga add Teat AB CAD Agra Fer Tank US Charente le teed Pie mui arca ol Line PERSONA SOLUTION SUITES LI Ed Ea LHP Enpi AME RISUS E When you submit a form in a box and the form submission is successful the box closes and the success message is displayed in the underlying page However if the form submission is not successful for example if a field does not pass validation the box remains open and the error message and inline error messag
9. Pia dn E herrwang 1 Winge lanksupet Sante pon leise sam Iprgaldi rin This page contains 1 Table a Each row of the table is a user with the Can approve permission b Columns i Username ii First name iii Last name iv Email address v Role vi Action 1 Select a If you click Select the system sets the selected user in the mafia jugo 254206682 000 BIA 25 etate TOR E rnm DaracrppamaJ7 ET cnm dan planeta com IergtuncaneniBgnotmal com eae batt tee enm higtvik vedere 2 carm liaii panas pooq2561a2 cos pasa mat2 RENE ram pabin hegae com approval list and closes this box selfcare User Manual My profile Super User Samar Lar Super User Sure Laer Cumiorm isa LIE Tura Uie Super User uar LIST tuner Lear Groups o l Filtering on groups 5 2 About group categories and groups 5 3 Create group categories and groups 5 4 Addto group 114 4 Makes mentee Work Work 5 Groups The Group function provides order and structure for your business data The function allows you to sort and organize the data according to your needs for example per business unit or per cost center 9 1 Filtering on groups In many sections in Selfcare you can filter a table based on groups Accounts and subscriptions belong to groups for specific periods of time and the filter will always look at the group assignments as they are today this month On pages with filtering by group functio
10. 2 Tabs Accounts Subscriptions Table wo o o Subscription number subscriptions tab only oO o Subscription name subscriptions tab only Q Account number account tab only Q Account name e Groups rh Actions i View and edit groups 1 Link to page for editing groups for the account subscription 4 Download all results as CSV a Download file to view all results that are not displayed if your organization has more than 750 accounts all data will not be displayed b Same file as the View in Excel in View accounts page 5 Download bulk account results a Download CSV file for use in bulk upload b Displays all account subscription results for your organization 6 Manage bulk link a Link to manage bulk page selfcare User Manual Groups 1144 Makes tetes Work Work 9 1 1 1 Add an account to a group In the Search account tab there is a View and edit link this is used to add an account to a group Here you can also see which groups the account is currently assigned to active groups as well as groups that it used to belong to Inactive groups 1 Choose which account you want to add to a group then click on the View and edit groups link ma ft Overview Add to group 1 25 of 1000 add as stort Not all results are displayed The maut matching your Search exceed the maximum displayabie Please add a fiter of dewnioad resuli in GAY Me Search accounts
11. Cnil Gi repall S crv i uenia Hi a Feb AHF AE Gite Humber ef resu s per paz Mur Pip Tele Preduid ad PL Business PEL Listen 059357 75 01 TELE SVEFSGE amp E Dez07 amp R2 01 TELE SE FRE ARTE EL AG Viris aad edie gr upas selfcare User Manual Groups 1144 Makes tetes Work Work 2 You should then get this view Bikes ft Overview View and edit groups ECC amA Aeeaunteomber OUD7272 Active groups Inare ge no acm groups assioned Do mcs aee um er sum EN ps Inactive groups CEE exa gary Amy union gee Thee are na ince groups inthe selected mega assienad ie tnis acceont pr susscripaon olt iex page 3 Add a new group by clicking the Add group link and populate the pop in In order to add the account to a group the group must have been created in the Create group page first a select the category and the group you want to add b Select the start date for your group The start date YYYY MM can be any time within one year from now During initial setup we recommend that you set the start date to be one year in the past or the date when you opened your account c You can choose to add an end date to your group or you can leave it open so that the group will continue to apply in the future d When you add your group the system will ask you if you want to set the start date to match the start date of this account subscription selfcare User Manual Grou
12. This pane shows general information that is not customer specific from Tele2 Business for example planned system downtime Messages from Tele2 selfcare User Manual Dashboard Shortcuts 1 1 Choose shortcut 1 2 Create shortcut 1144 Makes tetes Work Work 1 Shortcuts On several pages throughout Selfcare there are links named Add as shortcut When you click on that link the system asks you for a name for your shortcut and then stores your shortcut along with the context on the page including applied filters You can save a maximum of 20 shortcuts 1 1 Choose shortcut When you select Shortcuts from the main menu the system displays a list of all your shortcuts Boule f Overview I T pat Shortcuts Overview Accounts subscriptions amp connections Accounts 2177 Fixed 381 This page contains 1 List of shortcuts a bach shortcut is a link that takes you to the page you configured when creating the shortcut b Note that there is no icon associated with the shortcuts 2 Editlink a Opens a box that allows you to edit or delete shortcuts selfcare User Manual Shortcuts 1144 Makes tetes Work Work When you select Edit the system displays the following box allowing you to manage your shortcuts This box contains l List of shortcuts a Checkbox for deleting shortcut b Text box for changing shortcut name 2 Cancel button a Goes back to the previo
13. When the change is submitted you will be informed via a success message that a change has been created and sent to Tele2 Business for action i Note The processing of the change request may take several days As a result the add on services tab page will not immediately reflect the changes you have requested when reopened Only when the change has been completed by Tele2 Business will the add on services you have changed be visible in this page selfcare User Manual Subscriptions 1144 Makes tetes Work Work 10 2 3 Invoices tab Here you can review invoices in which the subscription was billed You can also download the invoice PDF file in this tab Usage since latest Invoice From 2012 01 18 231 75 kr M wenpad M view ungaid Hummer resuEs parpane 25 This page contains l Usage since latest invoice a The most recent unbilled amount for this phone is displayed along with the last billed date 2 Exclamation mark a The tab label is highlighted with an exclamation mark if there are one or many unpaid overdue invoices listed in the tab The details of the paid and unpaid invoices are shown Please refer to the chapter Invoices for further information about review invoices details selfcare User Manual Subscriptions 1144 Makes tetes Work Work 10 2 4 Incidents tab Here is an overview presented of the incidents that have been created on the subscription You can also create a new incident rep
14. each page 2 1 Filtering Many pages have a filter module that goes with a table of data in the page In most cases these filters are quite straightforward and will contain all of the options in the table Selecting an option from one of these dropdowns will filter the table to show only the items accounts subscriptions etc that match the selection An example of this type of filter is the Accounts filter available on the subscription list The system also supports filtering on groups See the Groups section for more information on what groups are Since an item account or subscription only can belong to more than one group a simple filter like the one described above may not allow you to find the information that you are looking for Therefore the application allows you to filter on multiple groups The group dropdown contains the list of all groups TELE Overview Accounts 1 25 of 500 Wadi as shoot y Jyh Not all results are displayed The reguks malching your Search exce the madrmem dia olay aiu Pleas ler fre r sulte if yog can nol find what pow are looking for Finer Alters ful accouniz All names Groups AD gren Jomp to tonne aue Wumen fus perpage JS Er CNE When you choose a group from the dropdown the group will be displayed next to the group filter The system will also display a Filter current result checkbox which is unchecked by default selfcare User Manual Common functionality
15. step 2 When you click the Next button at the bottom of the page on any of the previous pages the system displays the report selection page This page contains I Link to selected objects a Only one of these two types of object will be listed here i X accounts selected li X subscriptions selected 2 Period selection 3 Group structure a Only used by Category reports 4 Report selection a Available reports for accounts i Category spending by account li Account billing overview iii Account billing details iv Account billing trend v Invoice billing details b Available reports for subscriptions i Category spending by subscription li Subscription billing overview iii Subscription billing trend iv Subscription call details v Most expensive calls vi Longest calls vii Most frequently called numbers viii Most frequently called destinations ix Highest spending by subscription x Highest spending subscriptions by call type selfcare User Manual Reports 1144 Makes tetes Work Work xi Usage analysis c Selecting a report generates the report 5 Back button a Links back to step 1 17 2 1 Group structure Clicking on the Create link the system displays the following box for selecting the group category you want to use at each level of the report Create a group structure Select attnbute for Level 1 Select attributa for Level 2 Select altribule for Level 3 select atinbute for Level 4 Select a
16. 3 User management 3 1 Create user When you select Create Create user from the main menu the system displays the following page es A Grandes Create new user 1 D tails LES DT nai F Loi puree p reed F m Ta r File Tagen hem I Tiiri dhii adruwra virales Serres mde F fe braless Ludo F Lobia T Cmim J Fam Demum a lemmar layih renia Capman Et Teal bh dk Cee rent Cest u e aen inm am maa re j Tae el PERATA SOLITON TES aki agp wi eee beg lu On this page you supply the user s information All fields are mandatory except the contact number selfcare User Manual User management 114 4 Makes mentee Work Work 3 1 1 Select and customize a role If you are a You can create Organization administrator Telematic administrator Network administrator Network user Subscriber Organization administrator subscriber Custom Telematic administrator Subscriber Custom Network administrator Network user Custom Network user Custom Subscriber Custom Once you have selected a role to start with you can click Next to customize the role on the following page A Crerriew Create new user 2 Set permissions How beer iter aa Nains Rew Nares V Vea ar carm Heads Y paii L un Huei de E THE Ee Bei IT tj pe didis MALI E m Pe etree ad Hind Nae in dan este M na gees Heat Wide LA T ETT Head erie Mat Berta be eee Heg arme M na acc
17. Affected installation and service a Installation ID the installation ID the incident report concerns must be pre populated if the incident report is created from connections b SPAN Order ID pre populated if the incident report is created from connections c Service pre populated if the incident report is created from connections 4 When you click the Add button a box opens with all datanet connections a You can filter on i City dropdown with all different cities where the connections are located li Services dropdown with all different services in the list iii Capacity dropdown with all different capacities in the list b You select the single datanet connection by clicking the Add button i The box closes and you go back to your now populated with affected connection incident form selfcare User Manual Incident management 114 Makes mentee Work Work 5 Incident priority no default i 1 Critical ii 2 High ii 3 Medium iv 4 Low 6 Incident description When did the incident occur oO o Incident description Is the service down Yes No Q Q Service working sometimes Yes No Are all users affected by the same incident Yes No wh O Are some user not affected by incident Yes No Name of equipment supplier gt Is equipment reporting alarm Yes No i If Yes which LED indicators are on and which are off ii If Yes what colors are
18. Business Normally the status is set to Assigned within seconds Indicates to customer that the incident is still open and not yet processed Tele2 Business The customer contact will be contacted by Tele2 Business according to the preferred way of contact provided in the incident Indicates that Tele2 Business no longer works on the problem as it is considered fixed Resolved incidents are automatically closed after a specific set of hours unless the incident has been reopened again Cancelled status given the incident if Tele2 Business verifies that there is no problem to resolve 4 Date range filters will filter on the Report date column a Calendar pop ins provided b Normal date validation as done in rest of Selfcare 5 All columns are sortable except Details 6 Linkin Incident ID column opens the incident details in a box 1 Linkin ID column opens the details page for the associated account subscription or connection 8 View button in Details column opens the incident details in a box selfcare User Manual Incident management 1144 Makes tetes Work Work 9 4 2 View incident details Incident details are always displayed in a box Incident ID 5764 Status Assigned x Product SCT Incoent typ Dae cal Par c za des fae core a aem m vein foe cwm mansum aca sus T Te MEX Ts o D Eric Affected mobile phone number Tes dong Ge eae Resolution description from T
19. Files 18 1 View files 114 4 Makes mentee Work Work 18 Files Tele2 Business can share files with you on this area Please note that it is currently not possible for you to upload your own documents here 18 1 View files When you select View gt Files from the main menu the system displays the following page E ft Overview Files ap Lu Gi genau m Dawrange 2012 00 01 200 E oups ras Agreements Tele2 Folder Peta rpm et Cod ds Copy wb IDDE Teet LB D LB Bots Amer red n mem ee WW rar rua ada d Tres Fi FES SO LUTON Suile ope May and me bey Boris This page contains 1 Filter options a Date range 2 Agreements 3 Tele2 Business folder selfcare User Manual Files TELE FUEL Business M L 4
20. Leads to bulk group and group category creation page 4 Create new group link a Create a new group i Note If the filter Any is applied this button is not showing If you want to create a group first apply a filter showing which group category you want to assign the group This is because a group must belong to a category selfcare User Manual Groups 114 Makes mentee Work Work 5 3 3 Manage bulk When you select Create gt Create group from the main menu and thereafter Manage bulk the system displays the bulk group page On this page it is possible to create multiple categories or groups at once Manage group categories Manage groups Description v PM Business rir B nales Manage groups Revenue tout Gareth creating 19 Oct 2011 pdit D pele Manage groups MiTe si category Tr s LE mij 1851 Category gait E nas Manage groups Tele Huvudbelag Ord P pele Manage groups vim Diesel piit Dess Manage groupe chew Oran oM pelos Manage groups TEST itenranad BSSP UC UM 05 verifikasion Step 1 pau peus Manage groups TEST Uehrshad 2 ST 0202 Sean pee Manage groups JF1 Hin ima supe Oran P pee Manage groups Longest call G par Dess Manage groups Manana bulls Overview Manage bulk category and group requests Upload bulk group request Dowload bulk grove upload lemclate qaa T Lap Dune Browse group He Upload This page contains I Link to bulk category
21. Select the single fixed subscription with Add button 1 The box closes and you go back to your now populated with affected fixed number incident form o Example a Provide a real example of the problem using the following fields i Calling number l Your own number if dialing out or the number calling you 2 Please put if number is not known or if it s not relevant ii Called number 1 The number you called if dialing out or else your number 2 Please put if number is not known or if it s not relevant ii Date 1 Use calendar pop in selector iv Time I Format HH MM 6 Incident priority i 1 Critical ii 2 High ii 3 Medium iv 4 Low selfcare User Manual Incident management 11 4 Makes mentee Work Work 1 Incident description When did the incident occur oO p Incident description Is the service down Yes No a Q Service working sometimes Yes No D Are all users affected by the same incident Yes No rh Are some user not affected by incident Yes No Has the PBX been restarted Yes No gt Q Is it possible to make internal phone calls Yes No Has the incident been reported to PBX supplier Yes No E B j Name and contact info to PBX supplier k Is the modem reporting alarm Yes No i IfYes which LED indicators are on and which are off ii If Yes what colors are the LED indicators showing iii FB number if applicable 8G Contact detail
22. View disturbances When you select View Disturbances from the main menu the system displays the following page Fosses ft Overview Disturbances Mas asiento i Pagi w Iharg any he deaturbanoi Main disptay i Map only G5M 36 2635006 C 46 Sebo if Sheweormaleg ShowCovCeti ater r Foo Search options Scarch for address Sireat Na Postal ge nes Search for area Select courty T 1 Select municimality LE Dpeip inherent n o6 Legend Bb Merval Sac B Dnebed Service B Lois Service m POI D BeipchpdP Di This page contains 1 Tabs for Disturbances Locations Notifications selfcare User Manual Disturbances aoe Makes mentee Work Work 15 1 1 View disturbances locations When you click on the locations tab the system displays the following page TELE En Pt Overview Locations mmm mm Main display 1GSu GFFSeutler UMTS denses UTS 14400 UMTS21500auidoc 7 LTE ior LTE T0 Oeutdaor 5hawCov Ce ater selfcare User Manual Disturbances Select county Mi am chere Search for address Sigt o Posi Ra Search Create Point cf intereat Create Point of interest mpor Lini Search for area I Sealed munies Legend m Pol O Deede Cs 114 Makes mentee Work Work 15 1 2 View disturbances notifications When you click on the notifications tab the system displays th
23. because the dates overlap an existing group 6 Delete a group a Click Delete and then confirm that you want to delete 5 4 3 Manage bulk By using Manage bulk you can add many accounts or subscriptions to a group The best way to use this function is to first make a pre selection of which accounts or subscriptions that you want add to the group A pre selection can easily be done by doing the following steps l Click Create Add to group 2 You will the get this view selfcare User Manual Groups 114 Makes mentee Work Work fr Overview Add to group 1 25 of 1000 assasonat Not all results are displayed Tree result matching your aren exceed fe Mao Ge aya Plegae 233 a MMS or download re uit i CSV fae Search acoounts Feb bi Downbead bulk account nezulls All groupe Hummer OP Pe SUAS per Ee 053357 79 01 TELE SVERMSE AH TARE Produkt ird PM Eusin ss PTHH Mbit View aed edit groups 3 Click Download bulk account results a This will download the accounts results to excel file 4 Download bulk results can be done for both accounts Search account tab and subscriptions Search subscription tab For example an accounts bulk result file could look like this CARS RCE TENUE ount Results Fie Hame Insei Page layout Ferriss Lata Review dis A cut Calihri li lA 4 ZIP amo p Wrap Teri 43 Copy ras Agi Jf Format Paint
24. case of a draft order when the order was created v Lastupdate l The last date the order change service request was updated vi Product l Type of product ordered vii Subject viii ID 1 The account subscription or connection number a Link that when clicked goes to View gt Accounts gt 123456 View Subscriptions 070 123 4567 or View Connections 23456 2 If order change service request was bulk ellipsis displays ix Ordered by x CIT ID 1 Customer internal case ID Optionally entered by you when creating the order change service request xi Details l When clicked View opens the order change service request in a box 8 3 View submitted single orders changes and service requests Open and closed orders changes and service requests can be viewed and in some cases edited in a box The box contains exactly the same information as what is specified in the Create order change service request section of the manual along with any message logs from previous actions on the order change service request Selfcare User Manual Create order change service request 114 Makes mentee Work Work 8 3 1 Order change service request box read write Depending on the state of the order change service request all fields will be read only except for the following l Draft a All fields can be changed 2 Draft pending approval and quote provided a Text message and contact details can be upd
25. existing one and then the link will re appear Create group category Categor name 7 Calegory descrplion Create new category Cancel 5 3 2 Create group When you choose the Manage groups tab the system displays a list of the groups in the category Overview Manage groups SP add as shaoi GF i Manage qipipi Below is a list of group names for the selected group category Sed a cotegonc FA Busine rais 12221 greup Fil Buineis PM lo bail pus Ei Buinsss PH Hu rudis raimm grup selfcare User Manual Groups 11 4 Makes mentee Work Work This page contains 1 Category filter a If you accessed this page via the tab the table will show all groups for all categories b If you accessed this page by clicking on the Manage groups link for a specific category the category filter will show that category and the table will be filtered accordingly 2 Table Category group category name a b Value group name Q Description of group Q Actions i Edit 1 Edit the group name and or description li Delete 1 Confirm deletion of group 2 Note Deleting a group will also remove all accounts and subscriptions from the group to which it is assigned iii Add to group link l Leads to the Add to group page where the filter for the selected group has been applied All accounts subscriptions belonging to this group will be displayed 3 Manage bulk link a
26. groups the first thing you need to do is set up group categories and groups When the group categories and groups have been created accounts and subscriptions can be added to the groups 5 3 1 Create group category When you select Create Create groups from the menu the system displays a list of all group categories in the system fr Overview Manage group categories Prddas shono g PH Business Edit E pas Manage groups Revenue group Gareth creates 10 Oc 2011 Drag T paaa Mans groups This page contains l Table a Category name b Category description c Actions i Edit 1 Edit the category name and or description li Delete l Confirm deletion of category 2 Note Deleting a category will also delete all groups for this category and it will also be removed from all accounts and subscriptions to which it was assigned iii Manage groups l Leads to page for viewing and creating groups pre filtered for the selected category selfcare User Manual Groups 1144 Makes tetes Work Work 2 Manage bulk link a Leads to bulk group and group category creation page 3 Create new category link a Create a new group category i Clickonthe link and fill in the information li Note If there are already 10 groups existing which is the maximum number of group categories allowed then the link Create new category will not be visible In order to a create new group category you will have to delete an
27. gt Tele2 Business selicare User Manta ELE2 PENS usiness A o ds Work 114 4 Makes mentee Work Work Contents ENCE OCG aan aan an ne de ann ee nn ads ah 2 Common functionality 6 E Nido p 6 2 2 Acting on multiple items in bulk eese eene 8 250 BIC ACTUS 9 2 4 Success info and error messages sssssssseseseeeeee nennen nennt 10 2 5 Add shortcut view in Excel and help icon 12 2 6 Number of results per page 12 Ad Paging NE cc 12 2 9 Orting the table results a eat 12 OCR SR E E AE 12 3 User management 14 CO EE 14 A NE OS ee ee TEN 19 4 My TOOT i 21 4 1 My profile c 27 CODE E eee ener ee ee 28 S 30 5 1 Filtering ON groups vissacniacosceansantusavensuntassboctedsedesnsuidesnisicetd anndeteseseucesnesesiacsosoesteas ol 5 2 About group categories and GLOUPS cscccssscccesseecsneeessseeeesseeesseeessseeeesseeess al 5 3 Create group categories and groups nr 32 94Add tO OUI M ds Ce ec 39 DAS DO a soca ueesneeenensecasonies 54 6 1 Dashboard title information 55 6 2 Getting started NNI ETE
28. gt Add to group and find what group to edit 2 Click View and edit group the system displays the following page ft Overview View and edit groups Account name TELEZ SVERIGE AB Asou nembe DESRISTTEAM Active groups ity L Con Lex tm Teed Produk ad ODIT D Eu mm PU Buenpes Pll Mabir 2012 01 D mma mew e Hasdiy e Delara Inactive groups emu eagan AMI Custom groupe amp ina 2011 12 2011 12 D Me D Delpiu PM Gii FM Fast irii At gnor ce dn les hari fm ERA niis This page contains 1 Account subscription information 2 Current groups table a Group b Start date c End date d Actions i Expire now ii Modify li Delete selfcare User Manual Groups 114 Makes mentee Work Work 3 Other groups table a Category filter b Group Category Group etart date End date Q Q e Actions i Modify ii Delete 4 Add group link a Adding this account phone to another group 5 Expire or modify a group a When you have an active group that should no longer be applied you can set its end date by clicking Expire link for the group b If you want to set the end date to a different date or make any changes to the dates click Modify i In the pop up that opens you can change the dates and save your changes li Just like with the addition of a new group if the new dates overlap with another group Selfcare will tell you that it cannot save the group
29. is a link i Clicking this link takes you to the page configured when creating the shortcut 1 If you do not have permission to follow a shortcut for example if the permissions have changed so that you no longer have access to the page a message about this is displayed The shortcut is also removed 2 Edit shortcuts button a Allows you to choose which shortcuts to display on the dashboard Shortcuts select shortcuts to display in this module w Connections w My Invoices W incidents w Performances W Performance Cancel Save b The dashboard reloads and you can add and remove checkmarks next to the shortcuts you wish to show or hide in the panel c Click Cancel or Save it takes you back to the dashboard page with your changes saved or not depending on which button you clicked d If you have no shortcuts the Edit button will not display 6 5 Latest invoices This pane provides you with an overview of the latest invoices from Tele2 Business Any unpaid overdue invoices will be highlighted for your attention selfcare User Manual Dashboard 1144 Makes tetes Work Work The pane shows 5 invoices in the following priority order 1 Unpaid overdue invoices oldest first indicated with exclamation mark 2 Most recent invoices in ascending date order If there is more than one invoice created on the same date the order shall be on invoice amount in descending order Latest invoices Due date Invoice
30. l Goes to the View gt Subscription gt 070 123 4567 page with the incidents tab selected View orders T l Goesto the View Subscription 070 123 4567 page with the orders changes amp service requests tab selected View changes T l Goesto the View Subscription 070 123 4567 page with the orders changes amp service requests tab selected selfcare User Manual Subscriptions 114 Makes mentee Work Work xii View service requests T l Goesto the View Subscription 070 123 4567 page with the orders changes amp service requests tab selected 1 Details i View button that takes you to the View Subscription 070 123 4567 page with default tab add on services selected 10 2 Subscription details The subscription details view displays all the relevant details about individual subscriptions The view consists of two parts a header area showing general information about the selected subscription and a tab area showing specific details regarding 1 Add on services Invoices 2 d 4 Incidents Orders changes amp service requests 10 2 1 Header This page contains 1 The title of the header is the subscription number followed by the first and last names associated with the subscription blank if not found Groups a comma separated list of groups the subscription has been assigned to Edit button a When clicked takes you to the Create Add to group
31. modify the permissions the user will be created as Custom even if you selected one of the other user role templates to start with e You can click on the sign next to any permission to find out more about what you can do in the application with this permission For example The View invoices permission gives the user access to view the billing invoices and reports based on those invoices for the accounts and subscriptions that the user has access to This permission also gives the user access to download PDF invoices for the accounts that the user has access to f Permissions marked with an asterisk are only available to the organization when they have been enabled for the organization by Tele2 Business selfcare User Manual User management ork 11 4 Makes mentee Work W Billing account subscription access a All The user you create will have access to all billing accounts and subscriptions for your organization b None The user you create will not have access to any billing accounts in your organization There is some functionality such as performance and telematics that does not require any access to phones or accounts c Choose You will choose the accounts and subscriptions that the user has access to Once you have made your selections click Create user to proceed If you selected Choose as the billing access the system creates the user and takes you to the following page to assign the access If y
32. more of the users you have selected is currently assigned in an approval slot see Company profile for more information selfcare User Manual User management My account 4 1 My profile 4 2 Company profile 1144 Makes tetes Work Work 4 My profile 4 1 My profile When you select My Account My Profile from the main menu the system displays your personal profile information On this page you can change your personal information including your login information This page contains 1 User information Name o Username Role e P User created date e Email address f Phone number 2 Permissions tab a List of all permissions in the system and the whether you have the permission or not b This list is read only 3 settings tab a same modules and boxes as My profile page mmm e Login information H Contact information Daumas Fiyi aba T Paga Era adii Contact nami secret questions RU Lu ERE yd QT ud an security image Y IA TVA TAN ZEN So VM Tu chr au hari booa 1 Val phr Gare hey at RoR pour moe n roam rae selfcare User Manual My profile HA 4 Makes Business We k Work 4 2 Company profile When you select My account gt Company profile from the main menu the system displays the company profile information On this page you can also setup the approvers for your organization Overview Company Profile T
33. no Name Sum Q 2011 02 26 107692535027 Banverket Prod Entreprenad 9 123 123 Q 2011 02 28 123458 Lorem ipsum 4 555 wv 2011 02 20 123456 Lorem ipsum 37 455 v 2011 02 26 123456 Lorem ipsum 4 555 v 2011 02 26 123458 Lorem ipsum 4 555 View all invoices This pane contains l Payment status icon 2 Invoice due date 3 Invoice number a When clicked the View Invoices page opens where you can view the individual invoice details 4 Account name a Goes to the View Account page 5 Total amount without VAT 6 View all invoices link a When clicked the View Invoices page opens where you can view the invoices for the accounts you have access to The pane may contain no data for various reasons 1 Ifall the accounts you have access to have no invoices in the system 2 If you are not assigned access to any accounts 3 If you do not have View invoices read write permission In each of these cases the View all invoices link will not be visible either selfcare User Manual Dashboard 114 Makes mentee Work Work 6 6 Groups This pane lists the user defined groups Location Karlskoga 0 Tele2 Produkt avd 11 PM Business PM Fast Inter 15 PM Business PM M2M 9 PM Business PM Mobilt 48 PM Business PM Switch 0 Tele2 HR 0 i Edit View all groups This pane contains l Alist of groups in alphabetical order a The format of the groups are as Category Group name for example Departmen
34. order change service request 11 4 Makes mentee Work Work Service information This page contains 1 Select product type dropdown a Possible values i Mobile ii Fixed iii Datanet b When you make a selection i The page is refreshed li The Select service dropdown is enabled 2 select service dropdown a Initially disabled but enabled once you make a choice in the Select product type dropdown Then this list is populated with the services available for the selected product and general non product related services i When you make a selection l The page is refreshed 2 Fields configured for this order are displayed indicates mandatory a Service name b Add on services i Allavailable add on services are displayed Check the checkbox for each desired add on service ii Not configured for all orders depends on type c Volume i Indicate order quantity here default is 1 The number must be positive and maximum length is 5 characters ii Not configured for all orders depends on type d Number series i Indicate which number series the order should be applied to From number in the left field and to number in the right field ii Not configured for all orders depends on type Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 3 Affected ID Add more button a When clicked this opens a box for you to select accounts subscriptions or connectio
35. service requests include requesting information about agreements invoices or other questions Please make sure you explain your service request as thorough as possible in the free text information box 8 1 4 Add affected ID As part of the creation of generic orders changes and service requests you will be able to select one or more accounts subscriptions or connections to add to the order change or service request You will only ever be able to add one type of affected ID to a single order change Or service request so either accounts subscriptions or connections never a combination of object types Depending on which Select service values you selected a box opens with tabs for accounts subscriptions or connections An example scenario to illustrate how this box work is l You choose mobile fixed or datanet so Selfcare already knows the type of product you are going to create an order change service request for 2 You choose for example a service that is configured to be available at account subscription and connection level so you should be able to select any one of those service object types You click Add affected IDs and view the box below with all 3 tabs available 4 Youcan select one multiple accounts or one multiple subscriptions or one multiple connections a Assume you select 10 mobile subscriptions b This means you have only selected one product type mobile fixed datanet and one service object type acco
36. subscriptions are assigned to groups for certain periods of time and at any given point in time they can only belong to one group in any given category Using our case as an example one account or subscription can belong to both Alpha and Support since these groups belong to different categories one belongs to category 5ales and the other belongs to category Support But it is not possible to assign the account or subscription to the groups Alpha and Beta since these belong to the same category Use groups in order to create a structure for your company in the Selfcare tool It will help you to use the functions in Selfcare in the most efficient way You can create groups depending on how your organization is built up or what your preferences are it could be for example a department a cost center a division or a country You decide what is best for you 5 4 1 Add to group When you select the Create Add to group from the main menu the system displays the following page Add to group 1 25 of 40 WP Add as sharta j Scarch accounts IIS Goralcad bulk acocunt rerulis reb MZ Al roues Po beer et rulg pii pace Th T Dg952577T LERMA BEULAHNING AE Finance Accounting HR Sweden View and edit groups obB24TOT LEAMA AB View and edit groups selfcare User Manual Groups 114 Makes mentee Work Work This page contains I Filters a Month b Group c Number of results per page
37. the request and correct the csv file before submitting it again When you have accepted the file will be processed by the system During this time group operations will be disabled until the request has been processed a The process can take up to 5 minutes b During this time it is possible to stop the process by clicking Cancel request in the action column selfcare User Manual Groups 1144 Makes tetes Work Work 6 Torefresh the page you will have to re enter the page again Select Create Create groups from the main menu and thereafter Manage bulk link When the process is done page will look like this fr Overview Manage bulk category and group requests t Download bulk group upad template zi 7 Upload bulk group request Lipa puli Bucwsn group file Upload Bulk requests 2012 02 15 Pai Group Upload Tempiaiai csv Accepted ngeasp2s 20120216 Bux Tag Upload TemplaMW p rmi civ Accepted igbi CET 1 Bulk requests history table a Upload date b Filename C Status Name of the user that submitted the bulk file Q e Action i Actions are only available when the file is being processed li Cancel request 8 select View gt View groups and the new groups will appear selfcare User Manual Groups 1144 Makes tetes Work Work 9 4 Add to group Once the categories and groups are set up the next task is to add the billing accounts and subscriptions to the groups Accounts and
38. the status Pending in ascending order based on incident ID 2 Ifthere is enough space left in the pane the remaining potential incidents will be shown in the following order a Incidents with status Sent Assigned or In progress in ascending order based on incident ID b Incidents with status Resolved or Closed in ascending order based on incident ID last update date not older than 90 calendar days c Incidents with status Cancelled in ascending order based on incident ID last update date not older than 90 calendar days This pane contains l Incident ID a This 1s also a link that opens the incident details in a box 2 Type 3 Last update a Last incident update date 4 Status Create button a Takes you to the Create Incident page 6 View all incidents link a Takes you to the View Incidents page where you can see a list of all open and historic incidents 6 8 2 Orders The pane lists 5 orders in the following priority order 1 Orders or quotes with the order status Pending customer input in ascending order based on last order update date 2 Ifthere is enough space left in the pane the remaining orders will be shown in the following order i Quotes with order status Quote provided in ascending order based on last order update date li Orders or quotes with order status New Received Order in progress Modified Order confirmed Approved or Not approved in ascending order based on order update date
39. 02 28 Group ci Acckpbed ngsaaspgas Changes ka Euer log 2012 02 09 greup cs Rejecied ngbaspz2s Change lsg Exar Ing This page contains l Link to download bulk template 2 Browse for file upload 3 Bulk requests history table a Date b Filename etatus Q Q User e Actions selfcare User Manual Groups 11 4 Makes mentee Work Work i Accept if file is being processed only li Reject if file is being processed only ii Error log iv Change log 1 Click Brows to choose the CSV file you saved earlier and click Submit 8 The file is now being processed by the system You will now get this screen mm fr Overvlaw Manage bulk group requests v Bulk request successfully submitted Yeu can mandar fs sau ef your request in Pie table below Group egaraliseg wifun pour oneanitaiios will be Assbhlad undi the request hes been processpd and moa changes are approved or rejected Please check tis page again in few minutes do accept or rejeci the changes Bulk upload is currently disabled A bulk upiaad request is being processed cr is awaling approval Go backto search page Download bulk upload erectile ox Bulk upload pisa tua Betrwta F bmir Bulk requests Filename 2012 02 15 HIT CE Fete Agua pa z nz 02 09 pup eg alee il a laia a b i ram Unas IGI LITE EE 1012 02 09 g oup civ Fee cted GPE E TE Change ko Exot log selfcare User Manual Groups 11 4 Makes mentee Wo
40. 1 25 of 750 Adi as shal Not all results are displayed The resus maiching pour search exceed the maimam displapable Pease fiber the results if pow can mot find whal pou are looking far FIRE Alpes AU accounts Alrames a Grup A go cg Jump so BOSSA Ten Maibi o4 results per page ze Hewi e Lagi is This page contains l You have 4 options to filter the result in the table Once a selection is made in one of the dropdown boxes the page refreshes with results automatically a Type i Canonly be Mobile Fixed or Datanet b Accounts i Lists all account numbers that you have access to and are of the type Specified in the preceding Type filter if specified selfcare User Manual Accounts 114 4 Makes mentee Work Work c Account names i Lists all unique account names that you have access to and are of the type specified in the preceding Type filter if specified d Groups i Lists all groups in the format Department Sales in your company 2 Quick search Jump to account a Account number i Jumps to the specific account number in the list and opens the detailed account view 3 Filter results table a Select all checkbox selects deselects all accounts in the current filter selection b Type i Fixed Mobile or Data c ID i The account number ii Alinkthat when clicked on opens the View gt Accounts gt 123456 account details page d Account name i The name associated with the accoun
41. 25 g Mexb Last This page contains l You have 4 options to filter the result in the table Once a selection is made in one of the dropdown boxes the page refreshes with results that is each one auto submits a Type i Can be Mobile Fixed or Telematic selfcare User Manual Subscriptions 11 4 Makes mentee Work Work b Accounts i Lists all accounts that you have access to and are of the type specified in the preceding Type filter if specified c Groups i Lists all groups in the format Department Sales in your company d Price plan i Listof unique price plans of all subscriptions you have access to 2 Quick search Jump to subscription a Phone number i Jumps to the specific phone number in the list and opens up the detailed view of the subscription 3 Filter results table a Select all checkbox selects deselects all subscriptions in the current filter selection b Type i Mobile Fixed or Telematic c ID i The mobile or fixed phone number ii A link that when clicked on opens View gt Subscriptions gt 070 123 4567 page d Name i For mobile subscriptions the name comes from the mobile subscription ii For fixed subscriptions the name comes from the account name or may be empty e Account 1 Account name or if there is none then account number ii Alinkthat when clicked on takes you to the View gt Account gt 123456 account details page l If you do not have acc
42. 55 6 3 Accounts subscriptions amp connections essen 56 0A vendu c 57 0 9 Latest INVOICES ee 58 CS RO 60 o DEUAN v P 61 6 8 Customer SeTViC ee ns iniaiaiai 61 ens INES a0 SS OM Ole aa Sae 66 yi 68 7 1 Choose SDOFIIOUL iai 22m n cone unos Uva IDE uE rotam ESO ROS Pe cms e seemes eme 68 114 4 Makes mentee Work Work A Greate OUR D 69 8 Create order change service request 71 8 2 Order change service request overview cceccsseseseesescssssesesscaseeceesneeeaeeeens 82 8 3 View submitted single orders changes and service requests 85 8 4 Order change service request workflow ccseccseeseseesescsseseseeeceseseeseseeaeeeens 81 on rder approval er er 88 9 Incident management 91 9 1 Create generic incident from Create gt Incident 91 9 2 Create incident from OC ANS nsa tet eeis bcr bue qu M Bd LcdutUs 100 9 3 Overview create CIO sedet 101 NOIR OO de MUS 103 10 SUDSCEIDIIONS es dense de eee ete 107 LOS SSID OS a nasus eter nee SemNet peewee 107 10 2 S bscription OR RS a ponte pe EEEak 110 iW uin c oi 117 Pec OUI IS E 117 11 2 Account detall aaescesteaereresoiendeeoutteqe
43. Performance details When you select View under Details that is displayed for each connection site a detailed view of the connection appears Prem Overview Performance d tails Performance Details Available Interfaces Serre IP Fart Egopment CISCO ME 2400 MTT A INTRANET FavtEthermetocri Stu KIETA CENTRUM SLA Standard s uo WA Eng adress CER Mbps TELE SVERIGE AB KISTA CENTRUM 164 42 KUSTA Available QoS UI rade 990 7 Ch wen Onder ID 223470 0 5990 07 Mess up down INTRAHET Best Effort Dey ma 3 WAN Elet EH ort Pacht lods 8 CL Azmen COCO EDU Usage Meksunement for INTRANET Fast Predefined pare Last 24 Pure 07b Lien From Date Tere T Date fo Tm 2 Utilization Brankas 4 REX TX i und pe i Soal so ii hi Mud l See i Af ALL EN g 8 2 2 8 2 E 9 Z 2 E 2 Z 3 X SEE 2 9 Fd iet m r a mi r am a a ra TF L r oF a x La ra mi ri A E Lad r e Fa Fi Pi c Ch c D ca 5 Ch C Lu m mi P um F E d as x 1 n is Au ae 2 ore pi un ks E E E L Es T E T L J i ta LJ E LJ oF a L7 L T T T a E Li i a E 1 Li LI Li a 5 F L Li i LI a a E amp m o oo amp amp 6 6 amp LI L L1 LI LI m a LI a LI LI n LI a a a LI L E Li a a a P rd r wi Las Fr Fi Fi ra Pa Fi rd ri T mi PE Fi r r Pl ral FF Fri rj F i E r
44. View and edit groups page for this subscription Account a The account number and account name if found for the account to which the subscription belongs selfcare User Manual Subscriptions 11 4 Makes mentee Work Work 5 Details section a Current subscription i The current price plan for the subscription b Binding period c View agreement link that 1 When clicked takes you to the View gt Files page ii If you do not have read write access to view agreements this link will not be displayed d Device model IMEI number PUK code and SIM card fields i These rows are only available for mobile phones e Action dropdown i Same as those in the subscription list selfcare User Manual Subscriptions 1144 Makes tetes Work Work 10 2 2 Add on services tab Here you can see a subscription s add on services and turn them on off Add on Grec dE Hame Status BlackBerry In ernel Saint i LE amaaan i Li diermdgr nummar E sis vaxiin KE Zi 5 nahrt Ed Fasbrevilda Ea Teilingkarl armtal E Teilingkort Surf Timngker SAMA sch Surg Lid Dejen Lamina Ld Sauwerhersnasker L EG zparripinat ED Trieinnmvarare med varrdisoppling EK This page contains l Name a A list of add on services active on the subscription as well as those available to be activated 2 Status a Here you can turn on and off different add on services and submit the changes by clicking Submit change b
45. ad only See Create order for more details 1 The Add button in the affected ID portion of the page when clicked will only show the account subscription or connection tab based on the object type you initially selected a Only accounts subscriptions or connections of the same product as the original one you selected will be displayed i Type filter will be read only and set to your selected object s product type 8 1 7 Create specific order change service request bulk All objects you select need to be of the same product type so the product type can be pre populated in the order change service request selfcare will check this If you have chosen service objects of a different type an error message will be displayed explaining what the problem is see the relevant Create order generic Create change generic and Create service request generic section of the manual for what each screen looks like The following apply in this scenario l When they appear the pre populated details in the form will be indicates read only a select product i Pre setto the product that the account subscription connection belongs to Selfcare User Manual Create order change service request 1144 Makes tetes Work Work b Select service i Pre populated with the available services for the pre selected product l Depending on your selection different fields can be revealed on the order some of which will be read onl
46. and service requests depending on your selection 4 There are 3 buttons to allow you to a Create new order i Opens page with connection details pre populated b Create new change i Opens page with connection details pre populated c Create new service request i Opens page with connection details pre populated 5 Paging links are enabled for the results table The details of the open and historic tables with orders changes and service requests are detailed in the Order management section of the manual 13 2 5 Contacts tab Here you find the contact information for the contact person s for the connection There can be multiple contact persons for a single connection selfcare User Manual Connections Performance 14 1 View Performance 14 2 Performance details 1144 Makes tetes Work Work 14 Performance 14 1 View performance Here you will find an overview over installed services with the traffic statistics service implemented You can add a filter to find the service of interest the filter options are 1 City a Lists all cities where you have sites 2 service a Lists all services you have For each service in the list you can access a more detailed view of the service by clicking View in the Details column selfcare User Manual Performance 1144 Makes tetes Work Work 14 1 1 List tab This page contains Overview Performances 1 4 of 4 Wadd as shortcut g
47. any unpaid overdue invoices listed in the tab The details of the paid and unpaid tables are described as in the Invoices section of the manual For example pictures please refer to the chapter Subscriptions details 11 2 5 Incidents tab Here you find an overview of the incidents that have been created on the account You can also create a new incident report from this tab as well as open and review Specific incidents For example pictures please refer to the chapter Subscriptions details This page contains 1 Create incident button a Opens the Create incident page with the account details pre populated 2 Open and history radio buttons a View open default 1 Shows all incidents that have a state that is not Cancelled Closed or Resolved b View history i Shows all order change service requests that have a state that is Cancelled Closed or Resolved For example pictures please refer to the chapter Subscriptions details For more detailed information please refer to the chapter Incidents selfcare User Manual Accounts 1144 Makes tetes Work Work 11 2 6 Orders changes amp service requests tab Here you find an overview of the orders changes and service requests that have been created on the account You can also create a new order change or service request from this tab as well as open and review specific orders changes and service requests For example pictures please refer to the chapter Subscr
48. ashboard welcomes you with your first and last name as well as the name of your company 1 Overview Overview for Anna Karlsson at Company AB View il prolis View getting started inh 6 2 Getting started The first time you log into Selfcare the Getting started information box will be shown in the dashboard view There is a checkbox where you can request not to view this box the next time you visit the dashboard Mark the checkbox and click Save This setting will be stored as a user profile attribute If you have disabled the getting started information and you want to view it again click View getting started info on the dashboard to reopen the box You can then use the checkbox to request to view this again the next time you visit the dashboard selfcare User Manual Dashboard 1144 Makes tetes Work Work 6 3 Accounts subscriptions amp connections This pane provides you with a high level overview of your installed base That is the number of accounts subscriptions and connections you have access to Accounts subscriptions amp connections Accounts 2177 Fixed 381 Mobile 1793 Data j Subscriptions 10535 Fixed 916 Mobile 5409 Telematic 210 Connections 100 Data 92 Fixed View al accounts View al subscriptions View all connections This pane contains I Accounts a List of the account types that you have access to i Fixed li Mobile li Data b Numerical count of each account
49. ated 3 New Received Request customer input Modified Quote provided and In progress a Text message and contact details can be updated i During processing of the order change service request you can send messages to Tele2 Business regarding the order change service request and update your contact details should they change during the course of the process b Files can be attached 8 3 2 Order change service request box actions Depending on the order change or service request s state different buttons will be available on the page These buttons will also only be available for users that have correct permissions to perform the actions The following table shows the actions that should be available for the various states and the users that should be allowed to perform the action l Save as draft a Only applicable before the order change service request is submitted b Saves the order change service request without sending it to Tele2 Business for processing or to an internal approver of the order 2 Cancel a Only applicable for orders changes service requests that has not been submitted or saved as draft b Closes the order change service request without saving 3 Submit a Only applicable for orders changes service requests that has not been submitted or saved as draft b Submits the order change service request to Tele2 Business or if you have internal order approvers sets the status to Draft pending approva
50. e displayed Tho resufts matching pour soarch escoed the reasimurm deaplagab e Please filer the results il pou can nol find whai you are looking for File AR Eec5unti Fiori Alles F iod midi MAM E View in Excel Tups Ali groups Mumearolresum pa pa 3 mmn us Stluse invvicenc v Accounl name se This page contains l Filters a You have 4 options to filter the results in the table Once a selection is made in one of the dropdown boxes the page refreshes with the results 1 Accounts I Lists all account numbers that you have access to ji Status 1l Paid 2 Unpaid 3 Overdue iii Groups l Lists all groups in the format Department Sales in your company selfcare User Manual Invoices 11 4 Makes mentee Work Work iv Date range for invoice period l Start date 2 End date 2 Filter results table a select all checkbox i Selects deselects all accounts in the current filter selection b Status i Payment status for invoices c Invoice number i Linkthatleads to View Invoices 123456 overview page d Account name i The name associated with the account Will be account number if none found li Link that leads to View gt Accounts gt 123456 e Invoice date f Due date g Total i Total amount on invoice excluding VAT h Actions f indicates option only available if read write permission granted i Create change 1 Opens a Create change page with this account s detail
51. e following page TELE area Overview Notification Settings Pad as tonon j Your notification settings Herbe cons Actum Era ears Emad address Test a GS rover Test 2 3 Band notlsatun whe STE m calubed iu lu T Denk i urdgwalae oO M t Says Hoavalabe alter beng oo M3 F ae bikea bul 33 fria Seres is l uby avant afoec bang G g i ufu Bue or ai hares selfcare User Manual Disturbances Manage telematics 16 1 View Manage Telematics 1144 Makes tetes Work Work 16 Telematics Telematics is a specific type of mobile subscription It is for example used in vending machines and other electronic devices that must be able to send or receive SMS Users with the telematics service can view current telematics subscriptions and also order and activate new subscriptions here 16 1 View telematics When you select View gt Telematics from the main menu the system displays the following page mm Overview Telematic Management 1 25 of 210 Paces shone d niar S35 CG LITE ME ii a Unies amour gresar Man Filles Number reni perpage M Bert Page Last Page This page contains l Filter option a Unbilled amount 2 Order SIMs link 3 Activate new SIM link 4 Table a Phone number b Account number Phone name Unbilled amount SEK exc VAT a n e Actions i Request deactivation selfcare User Manual Telematics Reports 17 1 Create re
52. e in the box 3 When you have made your selections and clicked the Add accounts subscriptions connections button only the selections made to the last tab you were in will be submitted 4 Selected IDs chosen in the Affected ID s box will be listed next to the Affected IDs Affected ID button Mz a Next to each selected ID there will be a small x button that when clicked removes the selected ID from the list b If there are more than 20 selected IDs an ellipsis is shown next to the Affected IDs button In this case you cannot remove selected IDs You will need to cancel the order and start again Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 3 Free text information a Please always use this area to provide detailed information regarding the order to Tele2 b Please populate according to the directions as specified under Order description c The information is kept with the order and provides the dialog history between you and Tele2 on the specific order 4 Attach document button a Here you can upload attachments to the order one file at a time b Each time a file is uploaded it will appear as a link in the order that when clicked will download the file c maximum of 5 files can be uploaded smaller than 5 MB per file General information l Ordertype radio button a Options are Order and Quote default is Order b Indicates whether this order is a purc
53. e order is related to a specific connection the site address is displayed b Ifthe order is related to a billing account the billing address is displayed 15 Order description a This is detailed information that should assist you in understanding the service you have chosen and therefore being able to provide the information needed by Tele2 Business to fulfill the order 16 Cancel button a The order is closed without saving it or submitting it 17 Save as draft button a saves the order as a draft 18 Submit order button a The system checks if approval process is configured for your organization i Ifyes order enters approval process detailed later in the manual ii If no order is submitted to Tele2 Business detailed later in the manual Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 8 1 2 Create change You can create a generic new change in two ways l Select Create gt Change from the main menu 2 Click Create button next to the Changes section in the Customer service pane on the dashboard Please note that this page uses with one exception the same fields as the page for Create order The exception is the Order type radio button for selecting order or quote which does not exist for changes In this section we are referring to section Create order generic Create order for details about the fields unless it is different in this page This page contains 1 Sel
54. ect product dropdown a See Create order 2 select servic dropdown a See Create order b Add on services i Select which add on services to be changed ii Not configured for all changes depends on type iii All available add on services are displayed with three checkboxes 1 On a Check if you want to turn this add on service on 2 Off a Check if you want to turn this add on service off 3 No change a Checked by default b Indicates that the add on service shall not be changed regardless of whether it s currently on or off 3 Forinformation on the rest of this page please refer to the chapter Create order Selfcare User Manual Create order change service request ahaa Makes Business We k Work 8 1 3 Create service request You can create a generic new service request in two ways l Select Create gt Service request from the main menu 2 Click Create button next to Service requests in Customer service pane on the dashboard Please note that this page uses the same fields as the page Create order There are three exceptions the Order type radio button for selecting order or quote does not exist for service requests requested delivery date is not entered for service requests and at last the field Invoice number can be entered only on Service requests In this section we are referring to section 9 1 1 Create order generic Create order for details about the fields unless it is different in this page Examples of
55. ele Me Gee Ea aucem xar mI Dep Lo Fast fu ES PDA D faut SE Aro D D y CS DO l l All details you provided when you created the incident are displayed a The message entered by the Business Customer Support agent when they have closed rejected the incident will also be displayed selfcare User Manual Incident management Subscriptions 10 1 Subscription list 10 2 Subscription details HA 4 Makes Business We k Work 10 Subscriptions When you select View gt Subscriptions from the main menu two options displays I A subscription list view 2 Adetailed subscription view accessed by the View button for a specific subscription You can drill down into any single subscriptions details from this view perform actions on any single subscription or perform bulk actions on a selection of subscriptions you choose 10 1 Subscription list Depending on how you entered the view filters may already be turned on For example if you have clicked Mobile in the Accounts subscriptions amp connections pane in the dashboard the filter is already set for type Mobile LE Buil iue fr Overview Subscriptions 1 25 of 750 Bassas moit G Net all results are displayed The PERLES matening your seann axeeedg Ine madimum asplyy qose Pe fuper mee renum LE OU en nct fid wes you ane cng fr Fifer Altypan 2 AU ccce All price plana z Ground All groups a Jump i subsonpion Go Mini efregulls perpage
56. ele ABC Cea ID HHTH CARLA Fir rae OS Feb Emad addres Fal 45 Stag bes Lneicom se Set approvers This page contains I Your company name 2 List of organization numbers that are connected to your company in Selfcare 3 Tele2 Business contact information a Phone number to service desk b Email address to service desk 4 Set approvers Order Change approval process by product Mobile Fixed and Datanet a b The company can configure up to 5 approvers for each product e When you click Add or Change the system opens a box for selecting a user Q If you click Remove the system will remove the user so that the selected level is no longer required for approval e The system will not allow you to leave a gap in the approval process 5 Configure your company s email notification settings By setting Email notification to Yes the contact person for orders changes and service requests will be notified via email every time the order change or service request changes status all the selfcare User Manual My profile 11 4 Makes mentee Work Work way from initiation to completion By setting Email notification to No the email notification for orders changes and service requests is turned off for your company 4 2 1 Add Change When you click on any Add or Change link the system will open a box for selecting an approver Add Change akoutinan anni Barack bama Sarl l rstundaren Fret
57. elected 9 2 4 Create connection incident When you select Start View Connections 234123 from the main menu you have two ways to open a connection specific incident In both cases the Create incident form opens in a page please refer to the chapter Create account incident for picture example l Choose Create incidentin the Action dropdown 2 Click Create new incident report button Known fields will pre populate the page and not be editable These fields differ depending on whether the subscription is fixed or mobile Some fields are also restricted based on the account selected 9 3 Overview create incident While viewing a list of all accounts subscriptions or connections you can create an incident directly for a single account subscription or connection In these cases the details of the object being viewed are carried across to the incident details and become read only All fields remain the same as the generic forms mentioned in the sections above except where specified selfcare User Manual Incident management aha Makes Business We k Work 9 3 1 Overview create account incident When you select View gt Accounts from the main menu you can open an account specific incident by choosing the Create incident option in the Action dropdown E Tr Overview Accounts 1 25 of 500 Mass as shoot g Not all results are displayed The mania maiching year search eed ina mazimum dispimasia Pe
58. er change service request every time they are sent 4 Selfcare will log any activity to the work log for each order change service request a Fields required in the work log will be i Date and timestamp li First and last name of person organization user performing action iii Action performed iv Any text entered in the text message field 8 5 Order approval Organizations that have one or more approvers configured will have any submitted orders go through an approval process 8 5 1 Order approval configuration Only Super users will be able to configure an organization s approval structure see My account Company profile section of the manual for details on how this is configured Selfcare User Manual Create order change service request 114 Makes mentee Work Work 8 5 2 Order approval approval flow When you submit an order Selfcare will check if your organization has any approvers configured for the product type of the order submitted If so the order stays in the Draft state until it is approved by all the required approvers Each time an approver accepts cancels an order that action is detailed in the message log This log contains 1 Date and timestamp 2 First and last name of approver d 4 Any message the approver chooses to add as they perform the action Whether the order has been accepted cancelled a If accepted the name of the next approver that needs to approve the
59. ers Assign selected accounts or subscriptions selfcare User Manual User management aoe Makes mentee Work Work 3 2 View users PR oOwervirs User management 1 10 of 103 Wistar hini gj Pee AIRES 1 CSN Rem EEN CLIS Phatak mc LE pu Del pp E Gil Lbs ab oran djpuri more rubra ere ee cee ee Scere Lhe Dinna m imus Vire LIII ULIS iE in LL PEL Soap Use ison m nnt 3 Tir aa dan Fay Li Pb Tale garni TL ada T rra Prim Ethics iibri Vir mint de Eden Fue paper DP ene com De ipigi Cien n io Pen Arad Lnd Aule Ans ris PT uni 32 ausa 7 cram E Se Creer etes View dara at EU daami balig Taie ie eT cum A A P RES Disert imi Pn 3 Vie tance larme Feo Barer canas Tzu cem Phaser Lad Thienen SE E Vise blur om mm du r PEL Lr rA T adl rims MT Hn pa ET EH 3 View ETE Emi hie du Finis inimi nar rid i bim T ne rise feet m Dani i bire Tara Char Lin Ca Le kreiki eT Cie Cide i Eua 1 Lt Hama o MELLE pH DEDE m i ali EE Coe eue rm Less Lob p gu Che LB E AI i Heind This page contains l Table a With the following columns 1 Checkboxes for multiple selection ll Username default sort ascending iii Name first name last name iv Email address V Contact number vi User type role l This is the role name if a pre configured role is used or Custom if permissions were customized for this user vii User actions 1 Modify profile Modify user role permissions Change user access Ee 9 I Remove user selfca
60. es is displayed in the box selfcare User Manual Common functionality 114 Makes mentee Work Work 2 5 Add shortcut view in Excel and help icon On several pages throughout the application following links will be displayed 1 Add shortcut a See shortcuts section of the manual for further details on how this works 2 View in Excel a Click the button and you will be able to download the results in CSV format 3 Help icon a Click the help icon to read a page specific help text 2 6 Number of results per page dropdown makes is possible to choose how many results to display in each table 2 1 Paging links Paging links will be displayed if results returned exceed the max amount of rows specified for the table This is how they work if you have selected for example 1O results per page 1 Next a The next 1O results will be displayed 2 Last a The last 10 results will be displayed 3 First a The first 1O results will be displayed 4 Previous a The previous 10 results will be displayed 2 8 Sorting the table results When an arrow is shown to the right of a table column name you can choose how the results of that column should be sorted by clicking on it 2 9 Quick search Jumps to the specific account number in the list if applicable selfcare User Manual Common functionality User management 3 1 Create user 3 2 View users 1144 Makes tetes Work Work
61. es BIUJ rz b EST Fr EX Merge amp Center M ipboud ront f Alignment FS A2 t fe 05297682 01 ABRE c c vo t F G H 1 1 Account Number Subscription Number Group Category Group Start Date End Date 0525 05241 65654916 13 15297682 02 01000100 01 06564516 01 j01000100 03 06564916 02 D6385805 01 Lie Les lion Gn ds tu a In this example no accounts belong to any group that is what is displayed in the file is account numbers only The heading on row 1 gives directions for how to populate the group categories and group names selfcare User Manual Groups 11 4 Makes mentee Work Work 5 In the excel file you now enter the group category and group on the accounts or subscriptions that you wish to add a They should be populated as Account Number Subscription Number Group Category Group Start Date End Date i If subscription number is not applicable write li Group category and group is mandatory iii Start date should be in format MM YYYY e g 01 2012 and is mandatory iv End date should be in format MM YYYY e g 01 2012 and is optional b See example 6 Save the file as CSV on your computer 1 When you select Manage bulk on the Add to group page the system displays the following page ft Overview Manage bulk group requests Bulk upload die cen bacis sagreh gas Donwn nge boule ciple Iemplade 3 i pissi fua Browse nabari Bulk requests 2 2012
62. ess Bei Vire huis Nibayi W Had CORRE anne bris Mestre Ma teens LIT LEID V e cree DELIS m nd CRUE ps mgeT a vsus A Led E Las age Faso erg pais Bd cw HUE EN Mann Se ata Mane SE BTE Mans fret Er van RES liim SCCOUNVEUDECNPONN CE an Dese Cole F Lee g RE E JB o o Dom o mu pin gee too p nom dir EM E UT wa LE ES Dan Gael selfcare User Manual User management aha Makes or Work On this page you supply the following information l Permissions a By default the system will pre populate the permissions based on the role selected on the previous page The default selected permissions for each role are listed in the following table N no access Y Read write M Mandatory Read write selected and cannot be changed SU Super user OA Organization administrator TA Telematic administrator NA Network administrator NU Network user S Subscriber C Custom SU OA TA NA NU S C RC LUE TETE ZE TEE TE View connection mfa n r Create orders changes service requests m Yyyy oN oN Create incidents pm iy Y y iw ww View performance MIN ON Y Y N N Create site names MUN ON QY N N N View disturbances CIRAESRIESEIEE Manage company pote M b You can assign any permission that you have access to Permissions that you do not have yourself will be disabled c You can change any permission between Read Write and No access status unless it is mandatory d If you
63. ess to the account then an error is displayed on this page explaining this f Groups i Comma separated list of all groups the subscription belongs to ii If you have read write access to groups each item will be a link that takes you to the View Groups Department Sales page with the subscriptions tab selected selfcare User Manual Subscriptions 114 Makes mentee Work Work g Price plan i Each subscription s price plan h Actions f indicates option only available if user has the read write permission granted 1 li lil V Vl Vll Create incident t 1 Opens a Create incident page with this subscription s details pre populated Create order T l Opens a Create order page with this subscription s details pre populated Create change T l Opens a Create change page with this subscription s details pre populated Create service request T 1 Opens a Create service request page with this subscription s details pre populated Create report l Goes to the Create gt Report page for subscriptions Edit groups T l Goes to the Create gt Add to group gt Edit groups page for this subscription View add on services l Goesto the View Subscription 070 123 4567 page with the add on services tab selected viii View invoices T 1X X XI l Goes to the View gt Subscription gt 070 123 4567 page with the invoices tab selected View incidents
64. for Group d Note The limit for the number of group categories is 10 and the limit for number of groups is 50 per category e For example if you would like to add the group category Sales with groups Alpha and Beta and group category Support with groups Support and Support2 the template should be populated as below B c D E F al Category name Group Group description optional 2 Sales Alpha Alpha Sales team 3 5ales Beta Beta Sales team 4 Support Support1 First line support 2 T pport2 second line support 7 selfcare User Manual Groups 1144 Makes tetes Work Work f Note Row 1 is the header and should not be changed 3 Browse for the file and click Upload 4 Ifthe file is correct you will be directed to accept page where you need to accept or reject the groups to be created mE A Overview Manage bulk category and group requests 2 Valid groups to be processed Test following grees are valid and can be created review and click Accept Ee submit fem fer preeessing er Reject to upload ancther file ales Alpha Alpha Sales Iram Add nales aret Dota aas aam Ana Suppen Suppe First ling support Ai Supper Supportz Second ling support Add Acvapt Ere 5 If you need to change something click Reject Change the CSV file and upload the file again 6 Ifthe file is incorrect for example if data is missing then this will appear as Invalid groups on this page If so you have to reject
65. hase order or a request to get a quotation from Tele2 Business 2 Order date a Will be preset to the creation date of the order by Selfcare b Read only c When the order gets submitted to Tele2 Business this date is updated to the date the order was submitted 3 Requested delivery date a Can be changed using calendar pop in selector b This defaults to a preset number of days ahead of the order date based on configurations for fixed mobile and datanet services c If you choose a date that is sooner than the preset date an error message displays 4 Location dropdown a Populated with the list of known locations for your company if applicable b When you select a value it populates the Contact dropdown for all known contacts valid for that location if applicable Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 5 Creator name a First and last name from your user profile b Read only 6 Creator email a Email address from your user profile b Read only 1 Contact dropdown a Populated with the list of known contacts for your company if applicable i First name last name role phone number li If you choose a value from the Location dropdown this dropdown re populates to only show contacts specific to that location 8 Contact name a Pre populated with first name last name when you make a selection from the Contact dropdown b If value in Location dr
66. his account 4 Subscriptions a A count of active subscriptions in the account selfcare User Manual Accounts 1144 Makes tetes Work Work 5 Invoice address will contain the billing address details obtained from the staging database a Name b c o c Address d City 6 Action dropdown a same as those in the account list 11 2 2 Add on services tab Here is a list of all relevant add on services currently active on the account Add on services H Add on gered w re found Here you can see name of the active services on the account and how many instances there are of each service type Please note that the types of add on services on accounts differ from the add on services on connections 11 2 3 Subscriptions tab Here you can see a list of the subscriptions that are on the account It will allow you to open subscription details and examine the subscription more closely Except for some missing fields in the header and the Account name column in the results table this page functions the same as specified in the Subscriptions list section of the manual selfcare User Manual Accounts 11 4 Makes mentee Work Work 11 2 4 Invoices tab Here you can review invoices in which the account was billed You can also download the invoice PDF file in this tab The page has the following content 1 Exclamation mark a The tab label is highlighted with an exclamation mark if there are one or m
67. hony fixed telephony and by datanet You must first select the product before being able to select the desired type of order change or service request The reason for this is that most orders and changes are service related Service requests on the other hand are often generic and are therefore available for all products You can create orders changes and service requests from a variety of locations in selfcare Each time you create an order change or service request the context from where the user makes the request will be taken into consideration when populating the information For example if a change is created from a specific subscription the affected ID will automatically be populated from the subscription ID If the subscription was a mobile subscription the product will be set to mobile telephony automatically Please note that in this first release of Tele2 Selfcare you will only be able to track the incidents orders changes and service requests put through Selfcare Items you submit through other channels will not be shown here For example if you call in an order by phone it will not be able to track that order in Selfcare This chapter describes how orders changes and service requests are created and are followed up The chapter is divided into the different locations where orders changes and service requests can be created from Selfcare User Manual Create order change service request 114 Makes mentee W
68. iptions details This page contains l Exclamation mark a The tab label is highlighted with an exclamation mark if there are one or many orders changes or service requests with the status of Pending customer input or Pending customer approval 2 Filter dropdown a Choose the results table to view i All orders changes and service requests il Quotes iii Orders iv Changes V Service requests 3 Open and history radio buttons a Changes will automatically load the open or historic orders changes and service requests depending on your selection 4 Create new order button a Opens page with subscription details pre populated D Create new change button a Opens page with subscription details pre populated 6 Create new service request button a Opens page with subscription details pre populated The details of the open and historic tables with orders changes and service requests are described in the Order management section of the manual selfcare User Manual Accounts Invoices 12 1 Invoice list 1144 Makes tetes Work Work 12 Invoices When you select View gt Invoices from the main menu option consists of two views l Aninvoice list view 2 Adetailed invoice view accessed by the View button for a specific invoice From the invoice list you can view any individual invoice 12 1 Invoice list Dau amm A Overview Involces 1 25 of 750 Wii an seta d Not all results ar
69. l and alerts the current approver Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 4 Approve a Applicable for orders that have status Draft pending approval and Quote provided b Only the current order approver is allowed to approve the order c Submits the order change service request to Tele2 Business or if you have more internal order approvers alerts the next approver 5 Cancelorder a For orders with status Draft pending approval this button is only applicable for the current approver i Sets the status of the order to Cancelled which effectively stops the order for further processing b For orders changes service requests with status Draft New Received and Pending customer input this button is applicable to users with order permissions i Sets the status of the order to Cancelled which effectively stops the order for further processing 6 Close a Closes the order change service request without saving any changes 1 Update a Only applicable to orders changes service requests with status New Received Modified Pending customer approval and In progress b Submits the changed order change service request to Tele2 Business 8 4 Order change service request workflow There will be several states that an order change can go through before it is closed 8 4 1 Order change service request workflow notifications amp work log It is nece
70. lect a checkbox Fifer AI fri z LEETE z AN peces plana z AL LI rep AM geogr Jump ip Juba aigben Ga Fer O tiui per paca i5 5 Misi a akin TCU Ur Vd n ES TELES ANWMHBAEK Choose action LH lose Eee TERRE UNE Choose action Lo Vu D ose EMBARBWMBACK LEZ AB IMNBACK TITTEN d cx TELET AB WINIBACK ELET AB WIHBACK IFTE bah HLA ABER IEEE CRRI En View dif RENE TE PEROU LE Chena libn z View QD ovsserenin TELE SVERIGE TELE SVERIGE dE Dipin Cosa D part Standad Pte i AKTIEBCLAG AKTIEBOLAG COSS eure um 7n TELE VERRE TELET SVEHILE TT Tsing dh dibt srig IKTIEBOLAG AMTIEBOILAG LG Chose action E Viewer i IELE ERGE ILLE SAt iati 7 018301223 AKTIEBOLAG ANTIEBC AE Choowr action E Virer Liver scli 2 subseriptihons selected The toolbar contains 1 Counter that shows how many checkboxes you have selected a If you select the checkbox far left in the header to select all the counter will show the total number of items in the filtered result 2 Choose action dropdown shows all options that can be performed in bulk a Each section of this manual will list the options in the Choose action dropdown on the pages described selfcare User Manual Common functionality 114 4 Makes mentee Work Work There are two ways to select items for bulk actions l Select specific items a Use the checkboxes on individual items When you choose an action from the Cho
71. lfcare User Manual Groups Dashboard 6 1 Dashboard title information 6 2 Getting started 6 3 Accounts subscriptions amp connections 6 4 Invoices 6 5 Groups 6 6 Shortcuts 6 7 Customer service 6 8 Messages from tele2 business 6 9 Disturbances 114 4 Makes mentee Work Work 6 Dashboard After logging in to Selfcare the first screen showing is a dashboard containing a number of overview panes designed to provide you with a summary overview of your company s engagement with Tele2 Business Activities requiring your attention will be highlighted The dashboard contains summaries of the information that you can access by viewing the full information via the View menu option The following overview panes are shown on the dashboard l Getting started a An information box that is displayed over the dashboard on first log in or on every visit to the dashboard until disabled N Accounts subscriptions amp connections a Accounts b Subscriptions c Connections shortcuts Latest invoices Groups Disturbances I4 qn Gu os 9 Customer services a Incidents b Orders c Changes d Service requests 8 Messages from Tele2 The overview panes on the dashboard provide a few rows of information and each row contains a few columns of attributes selfcare User Manual Dashboard 114 Makes mentee Work Work 6 1 Dashboard title information After logging in the d
72. n the sections above except where specified 9 2 1 Create account incident When you select View Accounts 123456789 from the main menu you have two ways to open an account specific incident In both cases the Create incident form opens in the page under the incident tab Binira fr Overview I Account details 01000100 11 Invoice address iiw DIM Marie lo Suliscrgtcons EA incidenis View open View history C omnii gt Ha iricidanbs wer faund selfcare User Manual Incident management 114 4 Makes mentee Work Work l Choose Create incident in the Action dropdown 2 Click Create incident report button Known fields will pre populate the page and not be editable These fields differ depending on whether the account is fixed or mobile Some fields are also restricted based on the account selected 9 2 3 Create subscription incident When you select Start gt View gt Subscriptions gt 0701234567 from the main menu you have two ways to open a subscription specific incident In both cases the Create incident form opens in a page please refer to the chapter Create account incident for picture example l Choose Create incidentin the Action dropdown 2 Click Create new incident report button Known fields will pre populate the page and not be editable These fields differ depending on whether the subscription is fixed or mobile Some fields are also restricted based on the account s
73. nality the Group dropdown includes all groups in the format Category Group for example Department Finance that any item in the table is a member of When you select a group to filter on it will be displayed next to the filter with an icon for removing the filter If you want to filter by a different group simply choose a different group from the filter dropdown If you want to see items that belong to multiple groups you can select the Filter current result checkbox and then choose additional groups from the filter dropdown You can filter on two or several different groups as long as they each belong to a separate group category since an account or subscription can only belong to one group in a category at any given time filtering on two groups in the same category would always return no results Ful AZ Type AH account d A free plans pe Ge fi Ad grubs a Fillet cuneniteewls Pi Business PLI Motiti lump is suhsrripisn Go Humber of mauis per pagt d outre Lagi 5 2 About group categories and groups You can create group categories and groups group always belongs to a group category selfcare User Manual Groups 11 4 Makes mentee Work Work It is possible to have up to 10 group categories If you already have 10 group categories defined and want to create a new one you have to either modify or delete a current group category 5 3 Create group categories and groups To be able to work with
74. ndeyituee irene Eren SEO e I EUM PURUS PU iaaa 120 IP 125 NO I A E E EE AE 125 COR COS de ni nnn 128 13 1 Connections SE ee 128 13 2 SOIC CLIO UIC ANG eec ee emo en rende 130 14 Performance 134 14 1 View PETIOTMANCE nsessestacmemnnemaetenstensosnsmesannessednpnmeponsemencoser seu 134 14 2 Performance CCl AUS 2iis cide nacceancestatestedestnusatededicusseanshe lt nsltionndtsietdatedadenceslecusdestes 137 19 MONS CULES LCOS E and es te a datent 140 Io VIEW GTS OU NCS cesena ee eE EEr bands Rees 141 20 21 G1 MET 145 IO LIEU NS A NS ster eto seas tees cere ee nese cece ecm eet Ma eeeeeeteateae sence 145 OE RR T TTE H R 147 IgA Ge A report STEP a T 147 CRD SD ee Meee eee Ce emer eee wer mene Tome 148 Vid Greate TODO VIC WT TO DOEL wee ee ne Ea 150 iQ 152 Ife ETE E Nd oic ERROR CETERI 152 ork aha Makes etes Work Work _ 1 Introduction Welcome to Tele2 Business Selfcare With this tool you can in an easy and effective way manage and view your company s mobile fixed and data services from one common user friendly interface This user manual describes in detail how to use the different functions in Selfcare Please start by checking section 2 in the manual describing the common functionality that applie
75. ns to add that the order should be applied to For more information about selecting affected IDs please see the Add affected IDs section 1 Ifthe service selected is available at the account level accounts are available to be selected in the box by choosing the Accounts tab li Ifthe service selected is available at the subscription level subscriptions are available to be selected in the box by choosing the Subscriptions tab ii If the service selected is available at the connection level connections are available to be selected in the box by choosing the Connections tab iv You can only select one type of object account subscription connection for any given order V Ifyou open the box a 2nd time or more after having made selections previously the account subscription or connection lists will show all accounts subscriptions and connections with the ones previously selected un checked l Opening the Affected ID s box always shows all accounts subscriptions connections that you have access to a They are all always unchecked b The selected counter will always show O initially even though you have previously selected IDs c The box will also contain affected IDs you may previously have selected Selecting them again does not add them a 2nd time 2 Only the tab that is the same type as your previous selection will be shown in the box a 90 if you previously selected subscriptions only the Subscription tab is availabl
76. nsa Spr fe resis Hypu can noi find whai you are donking fer Fitar Altypes AH accounts AT names Et EM Lier in Excel Cregle cer Bici All D greup Ci sl chitga Credle aereis respec Create report hanp ba coun a Edd groupes nre dies wine Humbe olresulis pes page 75 a Vip sobra cripbor mis Lowi Wi Prose Ware oly if Lis are birri pee f a todo O1 T L S SVERIGE amp KTIEBOLAG 2 Depart COE Depart GES Choore motion a lee The Create incident form opens in a page 9 3 2 Overview create subscription incident When you select Start View Subscriptions from the main menu you can open a subscription specific incident by choosing the Create incident option in the Action dropdown The Create incident form opens in a page Please refer to the chapter Overview create account incident for a picture example 9 3 3 Overview create connection incident When you select Start View Connections from the main menu you can open a connection specific incident by choosing the Create incident option in the Action dropdown The Create incident form opens in a page Please refer to the chapter Overview create account incident for a picture example selfcare User Manual Incident management 1144 Makes tetes Work Work 9 4 View incident 9 4 1 View all incidents When you select Start View Incidents from the main menu you are presented with the following page Overview
77. ntee Work Work a Only applicable to type Quote 9 Pending customer approval 10 In progress 11 Complete 12 Closed 13 Cancelled 14 Transferred to sales 15 Not approved iii Date range l Has calendar pop in 2 same date validation as elsewhere in Selfcare 3 Inputs a From date relates to order date b To date relates to order date iv Update filter button 1 Used to filter on from and to dates 2 Radio boxes to choose whether to view open or historic order change service requests a View open default i Shows all order change service requests that have a state that is not cancelled closed complete or rejected b View history i Shows all order change service requests that have a state that is cancelled order closed order complete or rejected 3 Order change service request results table a Columns i Status li Order ID 1 Unique ID of the order change service request a This ID will be an internal Selfcare ID it has been submitted to and received by Tele2 Business from which time it is the same in Selfcare as in Tele2 Business s internal case handling system Selfcare User Manual Create order change service request 114 Makes mentee Work Work 2 Linkthat when clicked opens the order change service request in a box iii Order type l Only applicable in View Orders iv Order date l Date the order change service request was submitted to Tele2 Business or in the
78. oduct type selected here some dynamic parts of the page change after selection The mobile specific portions of the page are explicitly listed here 2 select incident type a Tick one of the following radio buttons i Dropped call li Poor call quality iii Cannot connect to data service iv Slow data service speed V SMS vi MMS vii MEX functionality viii Mobile switch functionality ix Other 3 Affected mobile phone number a MSISDN the phone number only single phones accepted the incident report concerns i This will be pre populated if the incident report is created from a subscription b If you have checked incident type MEX or mobile switch the system should prompt you with i Fixed phone number li Extension number c When you click Add a box opens with all mobile subscriptions Add a subscription to the incident x Filler AB pianta E AB goug Heri Page Last Page s selfcare User Manual Incident management 11 4 Makes mentee Work Work i You can filter on l Type Mobile only in this case 2 Account dropdown of all mobile accounts you have access to 3 Groups groups will be listed in the following format Department sales li Select the single mobile subscription by clicking the Add button 1 The box closes and you go back to your now populated with affected mobile number incident form 4 Example a Provide an real example of the incident using the follo
79. onnections list 13 2 2 Add on services tab Here you find the add on services for the connection 13 2 3 Incidents tab Here is an overview of the incidents that have been created on the connection You can also create a new incident report from this tab as well open and review specific incidents Incidents w View open View hislor Greann impide He ingdenis were lourd 1 Create incident button a This opens the Create incident page with the connection details pre populated The details of the open and historic tables with incidents are detailed in the Incidents section of the manual selfcare User Manual Connections 1144 Makes tetes Work Work 13 2 4 Orders changes amp service requests tab The purpose of the Orders changes amp service requests tab is to give you an overview of the orders changes and service requests that have been created on the connection You can also create a new change or service request from this tab as well as open and review specific changes and service requests 1 Exclamation mark a The tab label is highlighted with an exclamation mark if there are one or many orders changes or service requests with the status Pending customer input 2 Filter dropdown a All types orders changes and service requests i Default b Quotes C Orders d Changes e Service requests 3 View open or View history radio buttons a Changes will load the open or historic orders changes
80. opdown changes any value previously entered in this field is removed because it might not be applicable to the new location selected 9 Contact email a Pre populated with email address when you make a selection from the Contact dropdown b If value in Location dropdown changes any value previously entered in this field is removed because it might not be applicable to the new location selected 10 Customer internal case ID a Optional information b Enter your internal case ID for the order if there is one Maximum of 50 characters c No validation done 11 Agreement number a Related to the order A maximum of 3 numbers followed by ellipsis if there are more b Read only Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 12 Organization number a Initially populated to be a comma separated list of all organization number belonging to your company i As you select accounts subscriptions or connections this list is refreshed reduced to only show the organization numbers to which the selected objects belong li Maximum of 3 organization number is shown if there are more truncate with ellipsis b Read only 13 Account number a If a single account or subscription is selected the account number or account number associated with the subscription number is displayed for bulk orders ellipsis will be displayed 14 Location billing address a If th
81. order if there is one i Ifthere is not another approver the order is submitted to Tele2 Business b If cancelled the order enters the Cancelled state and no more actions can be performed on it As in the rest of the order flow passing the order in its draft state from one user to another must generate an email to the user it gets passed to Selfcare User Manual Create order change service request Incident management 1 1 Create generic incident from create gt incident 1 2 Create incident from details 4 3 Overview create incident 1 3 View incident aha Makes Business We k Work 9 Incident management Incidents are technical issues that are preventing you from using the subscriptions connections or equipment from Tele2 Business the way it is supposed to Reporting incidents sends the case to Tele2 Business Technical Customer Support for investigation and solution Since there are differences between mobile telephony fixed telephony and datanet all incidents are reported by product type You can follow the incidents that you report in Selfcare until completion in Selfcare Incidents can be created against 1 Subscriptions a Mobile telephony b Fixed telephony 2 Connections a Datanet Note that users need to have their access permission set to Read Write for Create incidents to view any of the incident creation view management pages 9 1 Create generic incident from Create Inciden
82. ork Work Selfcare 8 1 1 Create order You can create two types of orders a purchase order or a quote The main difference is that a quote will never be processed further than the state Quote provided If you accept the quote a purchase order is created from the quote and processed separately In this section both types are simply called orders and only when instructions are different for purchase orders and quotes are the two called by name You can create a generic new in two ways 1 Select Create gt Order from the main menu 2 Click Create next to the Orders section in the Customer service pane on the dashboard The page looks like this eS A Overview Ghat Creaig gt nae Create order Status New Add as a soma Li Sarica information General information Mbit V Onde Gate Lois 2 Masi a Hihid 3 j iiie i3 Hi tiki c d v a TY Larrea ipsum Volume Iit LES Hiari dris 0721224547 DIZHET AE n AMected ID Add more Anin z Eceriafhenhed Eha OTDA OTi 1122351 OTH BEFA asm Froe toxi information T LOETI erem em esame Putte Fier TO tn Order description This us cries fg Gr Bio es beet mal ed ho fg ups s a eh arid erat a E be rpm bry Allach a document Bryta busca Vgis 7 032 fuf Sab perra Gaucci Sao d dial Salis praler On this page you fill in service information and general information User Manual Create
83. ort from this tab as well open and review specific incidents Create incident View open Viemer history H6 SIS wig Yung This page contains l Create new incident report button a This opens the Create incident page with the subscription details pre populated 2 Radio buttons to choose whether to view open or historic incidents a View open default Shows all incidents that have a state that is not Cancelled Closed or Resolved 1 b View history Shows all order change service request s that have a state that is Cancelled Closed or Resolved The details of the open and historic tables with incidents in detailed in the incidents section of the manual selfcare User Manual Subscriptions 1144 Makes tetes Work Work 10 2 5 Orders changes amp service requests tab Here is an overview of the orders changes and service requests that have been created on the subscription You can create a new order change or service request from this tab as well open and review specific orders changes and service requests ROUES Orders Changes Beaver requests Tree full oCimale new Order Create nere Change oCsale news Service Request View open Vies hislory Number ofresulis per page 25 This page contains I Exclamation mark a The tab label is highlighted with an exclamation mark if there are one or many orders changes or service requests with the order status Pending custome
84. ose action dropdown the action will be performed on those items i Note that you can only individually select items from one page It is not possible to select checkboxes in one page and then change to the next page and select more checkboxes there If you change the page the selected checkboxes in the first page are de selected 2 select all items a select the checkbox far left in the table header When you choose an action from the Choose action dropdown the action will be peformed on all items across all pages i All checkboxes are automatically selected and you cannot de select anyone When the bulk action is to create an order change service request or incident the selected items are populated as the Affected ID 1 If 20 or fewer subscriptions are selected all are shown on the order page 2 If Zl or more subscriptions are selected they are shown as ellipsis 2 3 Breadcrumbs All pages of the application except the dashboard have breadcrumbs The breadcrumbs are of the following format Start View subscriptions 12345 Where 1 Startis a link to the dashboard 2 View subscriptions is a link that leads to the same page as the menu item of the same name 3 12345 is the particular item you are working with selfcare User Manual Common functionality 1144 Makes tetes Work Work 2 4 Success info and error messages Throughout the application you will get success information and error messages
85. ou selected All or None as the billing access the system creates the user immediately and sends an email notification to the user to complete its enrollment a A Overview Assign objects y User cnaataed success ul assign accaunbphong ee GLIDRR II MPEG APR Hxc ee Mu BE IILbEUELEI uu Luca Ww ree gip ms eee See rw paga guste Pm npe dg Erw goss anl pores pe pb hare cn k Mol a results are displayed Trop Hi LU Prin posl ch nce Tue Paire da php clar Plaga id Man Search for objects to assign to Fear Aiia E LE Ae DEC zo Alarm Dpto AS Brie E Seo cos Ere Cesu ee ee Cie Cent ee on ter DIFFLUSE per H fees ie EET TILEZ SR Aii E REC E TLE ER SET ECOLE HAH PEN TLE TR AEKTWODBORL AG rar REC LES De AKTE CNRS selfcare User Manual User management 114 Makes mentee Work Work This page contains 1 Filters a Type b Accounts C Groups 2 Tabs a b Search accounts search subscriptions 3 Table a b Q e Checkboxes subscription number subscription tab only eubscription name subscription tab only d Account number account tab only Account name 4 Overlay toolbar a b This floats at the bottom of the page over any content the page might display Or Scroll over Counter that shows how many checkboxes you have selected i Updates as you select deselect checkboxes 5 Buttons a b Assign current group filt
86. piira Bulk upload Go bte adam gage Downlpxd pulk upiad3 l mplas 1 T Upka Hs Mgb Sebmit Bulk requests Submited By 2012 02 15 testtulir oxy Dena with amor nghsspzs Accept ORee Chace log biror bog 2012 02 09 eren ess Acca pled ngosspes Change ing Crea sess 2012 02 09 iai ate CE Ra ec ngbispls Change hog Error ea 12 Click Accept and you will get a security pop up The changes made by is bulk group management request will be Acce pt changes sppiied immediately This operation cannot ba undone Please review Ihe change log throughly before proceeding 23 Accept Cancel selfcare User Manual Groups 114 4 Makes mentee Work Work 13 Choose Accept and the change will be executed a Click Go back to search page and enter the page again by clicking on the Manage bulk link ft Overview Manage bulk group requests 7 L 4 Bulk request has bean accepted The changes ru hase 3ecepl d haee Eten succo ETuPy app group operators Ex your green a6 ew re 4nj3bled Bulk upload Go backs search page Download bu vabond lemplate 3 LR Upload fie Bars sublimis i T Bulk requests Regut fate amp Fiename v Bubrniied Ay 2012 02 18 atlbulk cis Accepted nabigp25 chase las Enw Hog 0 1202 00 genup cy Arrrepnird nghsspnss Change les Enni ing 2012 02 09 a oup cw R peched nabsspz5 Chal 60 Error log 14 To check how the changes looks like go to View groups and look at each group se
87. port step 1 17 2 Create report step 2 17 3 Create report view report aha Makes Business We k Work 17 Reports With Selfcare you can create some reports based on accounts or subscriptions for example Category spending by account or Highest spending by subscription 17 1 Create report step 1 When you select Create Report from the main menu the system displays pages for selecting the accounts and subscriptions that you have access to On this page you can use the tabs to select the accounts or subscriptions on which you want to report On the accounts and subscriptions tabs you can select individual accounts or subscriptions to report on these pages are very similar TELEZ linc ga mura Overview Create a report W Add at shontout 3 Not all results are displayed The results matching your Search exceed ihe miman dsplayable Please add a iiher Accounts 1 Select all accounts you want to have in your report FIRE Adi groapa Huenbes of resus per page 26 Meat Las This page contains l Filter options a Filter on groups 2 Table Check boxes a b Subscription number subscription tab only e subscription name subscription tab only Q Account number accounts tab only e Account name accounts tab only selfcare User Manual Reports 11 4 Makes mentee Work Work f Subscriptions accounts tab only g Groups 3 Next button 17 2 Create report
88. ps aoe Makes mentee Work Work Use suggested start date This group s start date can be changed to match the start date of this account phone 2009 01 Would you like to use this date instead Yes No e If the dates you choose overlap the dates for an existing group in the same category the system will tell you that it cannot add the new group because the dates overlap an existing group 4 Asuccess message will show if the account was added Ba il noi fr Overview A i coe j Um LA ELI rud it IE View and edit groups 7 v Group assignment successful Th group was added lo Tig account or us cripbon SUCCESS RUE The pr sious group was updated Lo end atone this cog Accouni name TELEZ SVERIZE AB Arcnuni number QE 36577301 Active groups Taiki Pr auim qud 2009 02 e Expire nas Madify Delete FM Business Pll MOGE 201244 D Erpina now Modif Qs Inactive groups Group legon Any Custom groups a n FM Business Pld Fas Inb r z011 12 2011 12 Q Moaily Delete selfcare User Manual Groups 114 4 Makes mentee Work Work 5 4 1 2 Add a subscription to a group In the Search subscriptions tab you can add a specific phone to a group This follows the same pattern as for adding an account to a group please refer to the Account chapter selfcare User Manual Groups 1144 Makes tetes Work Work 5 4 2 Edit groups 1 When you want to edit a group select Create
89. r Cancelled selfcare User Manual Dashboard 114 Makes mentee Work Work Customer service Incidents 5 open Create Ir Type Last update Status 5799 Datanet 2012 03 14 t 5729 Mobile 2012 03 08 5742 Fixed 2012 03 06 i 5764 Mobile 2012 03 09 5788 Datanet 2012 03 12 Vo all imodents Orders 8 open Create ID Type Last update Status B724 Order Voices Subscription Ramavtal 2012 02 06 5 1202000205 Order Direkt Anslutning with new number 2012 03 06 v 1203000908 Onder Voice Subscription Ramavtal 2012 03 09 i 120230005123 Order Direkt Anslutning with ported number 2012 07 13 n 12023000408 Order SIM Cards mobile broadband 2012 03 13 A View gll orders Changes 13 open Create ID Type Last update Status E725 Change add on 2012 03 08 fs 1203000108 Change add on 2012 03 08 i 1203000106 Change add on 2012 03 06 A 1203000208 Change add on 2012 03 06 D 1203000308 Change add an 2012 03 08 a View all changes Service Requests 3 open Create ID Type Last update Status 1203000808 Request information about the Portal 2012 03 08 n 12030005208 Request information about involca 2012 03 12 1203000713 Request information about delivery 2012 03 13 1203001108 Resignation Termination 2012 03 08 d View all Service nemuests selfcare User Manual Dashboard 11 4 Makes mentee Work Work 6 8 1 Incidents The pane lists 5 incidents in the following priority order l Incidents with
90. r Manual Connections 1144 Makes tetes Work Work 1 Goes to the View gt Connection gt 123456 page with the Orders changes amp service requests tab selected viii View contacts 1 Goes to the View gt Connection gt 123456 page with the Contacts tab selected j Details i View button that takes you to the View Connection 123456 page with default tab Add on services selected 13 2 Connection details The connection details view displays all the relevant details about individual connections The view consists of two parts a header area showing general information about the selected connection and a tab area showing specific details regarding 1 Add on Services 2 Incidents 3 Orders changes amp service requests 4 Contacts 13 2 1 Header Connection Details Een IP Part Equpment Cice RADZMT Ei GV Sic pam D Lad LA 5S ERSTE Zde addens TELE SVERIGE AB OV EX ABB BORLAR Cabcacii 2 Mbps Inder ifi 151522 Action Ch n amp e action 2 This page contains l Service 2 Site a If a known name has been provided this will be replaced with the known name b If no known name has been provided this will show the first address line c Edit button next to the site where you can add or modify the name 3 Site address selfcare User Manual Connections 1144 Makes tetes Work Work Order ID Equipment SLA Capacity PS Gd GO Gu ae Action dropdown a Same as those in the c
91. r input 2 Filter dropdown a Choose the results table to view i All orders changes and service requests il Quotes iii Orders iv Changes V Service requests 3 Open and history radio buttons a Changes will auto submit and load the open or historic orders changes and service requests depending on your selection 4 Create new order button a Opens page with subscription details pre populated 5 Create new change button a Opens page with subscription details pre populated 6 Create new service request button a Opens page with subscription details pre populated The details of the open and historic tables with orders changes and service requests are described in the order management section of the manual selfcare User Manual Subscriptions Accounts 11 1 Account list 11 2 Account details HA 4 Makes Business We k Work 11 Accounts When you select View gt Accounts from the main menu two options displays 1 An account list view 2 A detailed account view accessed by the View button for a specific account You can drill down into any single account s details from this view perform actions on any single account or perform bulk actions on a selection of accounts you choose 11 1 Account list Depending on how you entered the view filters may already be turned on For example if you have clicked on a shortcut the filter may already be set Terri rum A Overview Accounts
92. rder change service request for that single connection or bulk order change service request where one of the connections is that connection Selfcare User Manual Create order change service request 1144 Makes tetes Work Work 5 Select View gt Orders View gt Changes and View gt Service requests from the main menu a All orders changes and service requests in your organization are shown respectively While the first 4 possibilities are covered in other sections of the manual the 5th possible page will look like this Note that View Changes and View Service requests will work the same way as View Orders with minor differences which are listed below in this section Orders 1 4 of 4 add as shout 3 Altes Alletetuews a Ostersnge From n Ta G opima titer Vw opm Vire history HUMA GP SUAS pH pb Ji This page contains l Filters indicates that the page is automatically filtered immediately after you select something in the filter a Types this filter is only applicable in View gt Orders i Order ii Quote b Status i SeeOrder change service request workflow section of the manual for explanation of status ii Will be 1 Draft 2 Draft pending approval a Only applicable to type Order 3 New 4 Received 5 Requires customer input 6 Modified 1 Rejected 8 Quote provided Selfcare User Manual Create order change service request 11 4 Makes me
93. re User Manual User management 1144 Makes tetes Work Work a Box to confirm removal of user b You cannot delete yourself vii Details l Click View button to view or update profile b You can select multiple users with the checkboxes Then the system will show a bar across the bottom of the page with the following options for bulk selection i Remove user l Boxto confirm removal of multiple users C You can filter the table on permission i The permissions available for filtering are those listed on the Create user page When filtering on a permission the system will show all users who have this permission regardless of role 2 Bulk actions a Remove user i Boxto confirm removal of users 3 Create new user button a Leads to the same flow as the Create user flow mentioned above though within the context of the View page frames When the user creation is complete it will lead back to this page selfcare User Manual User management 1144 Makes tetes Work Work 3 2 1 Modify user profile When you select Modify profile from the dropdown in any row in the table the system prompts you to update the user s profile information Login related profile information username password secret questions and security image can only be changed by the user see My profile tor more information A Srorvbew Modify user profile HEC rer Fiera Baa Numam Lien y Linis mjam TLE duds den rw gia Cours
94. rk Work 9 Click Go back to search page and enter the page again by clicking on the Manage bulk link Manage bulk tag requests t wv Bul request successfully submitted Te eps menibar Es filu ET es RQ Ut in Des labli Bas Tag agadatiand enthin yeur SES en Es disablad RU iha guin has biin piocaid phd lhe changed dr agepiosad si bpached Fladda check th page again in a bae mined Le beep ei iac the changed FAN Bulk uplaaa i cCurrenthy disabled A bub uplaad aquam is baling B scassad ae appeal be back te search page bsceiead bulk uplsad lemplate NA i7 Bulle upload 5 2 Uarsad Tila saLcbaTat Bulk requests i Maui Fega Lift Page e R quesi a Filename Submited vations a eee HUBEEP Dem Bok Plead xiugn Se El NAT See Leading m apnuiand 10 And on the search page click Manage bulk again UTODU 10 0 1 ELEY SVERIGE A DER OD 0 041 TELE SVERIGE A 065649 16 01 TELEZ SVERIGE A 01000100 02 TELE SVERIGE A Number of results par paga 25 v Manage bull selfcare User Manual Groups 114 Makes mentee Work Work 11 Approve by either accept or reject the change a By viewing the change log you can see if something was wrong in the file b If you need to change something in the file then click Reject and change it in the file and start over from step 7 z2 A Overview Manage bulk group requests Bulk upload is currently disabled i A Eulk upizded peau bi Deer preceded or ik Pabba
95. s First contact is person who is creating the incident a The contact details are pre populated and not editable with your details as you are entering the incident b The system will provide the following fields i Contact name l Pre populated not editable li Contact phone number l Pre populated editable in case you don t have a contact number configured in your profile iii Contact email address I Pre populated not editable iv Preferred type of contact Phone SMS email default value phone c When you click the Add second contact button a box opens with the same fields as above i Ifa second contact is added the button does not display anymore so you cannot add a 3rd contact 9 Cancel button a Cancels the incident and resets page selfcare User Manual Incident management 114 Makes mentee Work Work 10 Submit incident button a submits the incident to Tele2 Business 9 1 3 Create datanet incident from generic Mandatory fields are marked with an asterisk 1 Product dropdown a select Datanet b Depending on which product type selected here some dynamic parts of the page change after selection The datanet specific portions of the page are explicitly listed here 2 select incident type a Tick one of the following radio button options i Service down li Packet loss iii Disturbance iv Interruption v Routing error vi Incoming outgoing call Vii Other 3
96. s pre populated li Create service request T 1 Opens a Create service request page with this account s details pre populated iii Download PDF invoice l Downloads the PDF file directly i Details i View button that takes you to View gt Invoice gt 123456 selfcare User Manual Invoices Connections 13 1 Connections list 13 2 Connection details HA 4 Makes Business We k Work 13 Connections When you select View gt Connections from the main menu two options displays l Aconnections list view 2 Adetailed connection view accessed by the View button for a specific connection You can drill down into any single connections details from this view perform actions on any single connection or perform bulk actions on a selection of connection you choose 13 1 Connections list When you select the View Connections from the main menu or link to the connections page from the dashboard the system displays the following page with a list of all connections available for your organization mu fr Overview Connections 1 25 of 100 Mass as shono Filler AN ced AU PPE All canard CETTE Meet Lau m Humber ol euaulta Gat Gage 25 This page contains l You have 3 options to filter the results in the table Once a selection is made in one of the dropdown boxes the page refreshes with results a City i Lists all cities where you have sites b Service i Lists all
97. s to many parts in Selfcare Which of all the functions in Selfcare that you are able to use depend on the permission you have been assigned by your company Tele2 Business Selfcare enables you for example to view and manage your installed base to review your company s invoices place orders and view status make service requests report incidents and to follow their progress You can also gather subscriptions and accounts into groups This provides order and structure for your business data as you can sort and organize the data according to your needs for example per business unit or per cost center This manual is meant to be self instructional but if you encounter any problems please contact Tele2 customer service Also don t forget to check the instructional video clips Welcome to Tele2 Business Selfcare sincerely yours Tele2 Business selfcare User Manual Introduction Common functionality 2 1 Filtering 2 2 Actingon multiple items in bulk 2 3 Breadcrumbs 2 4 Success info and error messages 2 5 Add shortcut view in excel and help icon 2 6 Number of results per page 2 1 Paging links 2 8 Sortingthe table results 2 9 Quick search 114 4 Makes mentee Work Work 2 Common functionality This section describes common pieces of functionality that appear throughout the Selfcare application Other sections of this manual will describe only the specific configuration of the functionality on
98. selfcare User Manual Dashboard aha Makes Business We k Work 4 Status 5 Create button a Takes you to the Create gt Change page 6 View all changes link a Takes you to the View gt Changes page where you can see a list of all open and historic changes 6 8 4 Service requests The pane lists 5 service requests in the following priority order l Service requests with the order status Pending customer input in ascending order based on last order update date 2 Ifthere is enough space left in the pane the remaining service requests will be shown in the following order i Service requests with order status New Received Order in progress or Modified in ascending order based on order update date li Service requests with order status Rejected or Order completed in ascending order based on order update date but not older than 90 days iii Service requests with order status Draft are not shown in the overview This pane contains l Service request ID a This is also a link that opens the service request details in a box 2 Type 3 Last update a Last change update date 4 Status 5 Create button a Takes you to the generic Create gt Service request page 6 View all service requests link a Takes you to the View gt Service requests page where you can see a list of all open and historic service requests selfcare User Manual Dashboard 114 4 Makes mentee Work Work 6 9 Messages from Tele2
99. services you have c Capacity i Lists all capacity values you have selfcare User Manual Connections 11 4 Makes mentee Work Work 2 Filter results table h LCD D Q E Select all checkbox selects deselects all connections in the current filter selection Installation ID i The installation ID of the connection li A link that when clicked opens the View gt Connection gt 123456 page City site address i Ifa known name has been provided this will be replaced with the known name li If no known name has been provided this will show the first address line Service Capacity Order ID Actions f indicates option only available if read write permission granted Create incident T l Opens a Create incident page with this connections details pre populated li Create change t 1 Opens a Create change page with this connections details pre populated iii Create service request T l Opens a Create service request page with this connections details pre populated iv View add on services 1 Goes to the View gt Connection gt 123456 page with the Add on Services tab selected V View incidents 1 Goes to the View gt Connection gt 123456 page with the Incidents tab selected vi View changes l Goes to the View gt Connection gt 123456 page with the Orders changes amp service requests tab selected vii View service requests selfcare Use
100. ssary to notify Selfcare users and Tele2 Business Customer Service agents whenever an order change service request is changed It is also important to keep a log of all activities so a history on the order change service request can be viewed at any time This section describes which notifications get sent and which work log entries get created l When you alter an order change service request in any way Selfcare will notify Tele2 Business of the change a Exceptions are any actions performed to an order change service request in Draft or Draft pending approval status Selfcare User Manual Create order change service request 1144 Makes tetes Work Work i Inthese cases special approval rejection emails get sent to other oelfcare users in your organization l Approvals a If there are more approvers configured i Emailis sent to next approver b If there are no more approvers configured i Order change service request is automatically submitted see below for details 2 Rejections a Arejection email is sent to you and also to the contact email address if this address was provided when creating the order change service request 2 When Tele2 Business alters an order change service request in any way Selfcare will send you an email about the update change and also to the contact s email if this was provided when creating the order change service request 3 These emails will contain a summary of the ord
101. t When you select Create Create incident from the main menu the system displays the following page selfcare User Manual Incident management 1144 Makes tetes Work Work Product Select Incident type Draco 5g Poor cal qualify ARected mobile phone number one qu ns Hole d Add Incident description ftum E ERE aua UE ui Du Zahcd ETES PE Meu Low L m uw H E SOLE GJ TEJ um SS Far DE Tei Le m Pe nmm AL ampe mmm p gu qam r ma mr Tei Beg Example T T M d ENTR E DCE umen g mosegm arms hdd second costa de LEE ml Cri LT First populate the product according to the incident you are reporting Then depending on your choice you will either be provided with the mobile fixed or datanet incident form From this page only mobile subscriptions fixed subscriptions and datanet connections can be added to the incident And in each case only a single subscription or connection can be added Contact details which are common to all types of incidents will be displayed on the page before the product is selected These details are for the person creating the incident and some fields are read only detailed later in the manual selfcare User Manual Incident management 11 4 Makes mentee Work Work 9 1 1 Create mobile incident from generic Mandatory fields are marked with an asterisk l Product dropdown a select Mobile b Depending on which pr
102. t Will be account number if none found e Subscriptions i The count of active subscriptions in the account f Groups i Comma separated list of all groups the account belongs to ii If you have read write access to groups each item will be a link that takes you to the View Groups Department Sales page with the accounts tab selected g Actions f indicates option only available if you have read write permission granted i Create incident l Opens a Create incident page with this account s details pre populated li Create order 1 Opens a Create order page with this account s details pre populated selfcare User Manual Accounts 114 Makes mentee Work Work iii Create change T 1 Opens a Create change page with this account s details pre populated iv Create service request T 1 Opens a Create service request page with this account s details pre populated V Create report l Goes to the Create gt Report page for accounts with this account selected as report criteria vi Edit groups T 1 Goes to the Create gt Add to group gt View and edit groups page for this account vii View services 1 Goes to the View gt Account gt 123456 account detail page with the services tab selected viii View subscriptions 1 Goes to the View gt Account gt 123456 page with the subscriptions tab selected ix View invoices T l Goes to the View gt Account gt 123456 page
103. t Sales b The number of accounts is displayed c Each group name is a link By clicking it you will be redirected to the View gt Groups Department Sales page 2 Edit groups button a Takes you to the Create Add to groups page 3 View all groups link a Takes you to the View Groups page selfcare User Manual Dashboard 1144 Makes tetes Work Work 6 7 Disturbances This pane shows current disturbances in the network as it does in the View gt Disturbances page view Disturbances Right now there are no disturbances V View on map View all disturbances This pane contains l View on map button 2 View all disturbances link 6 8 Customer service This pane provides an overview of the company s most recent submitted incidents orders change requests and service requests and draw your attention to items that require immediate input The pane is divided into four overview areas where each module is shown only if you have the appropriate read write permission l Incidents 2 Orders 3 Changes 4 Service requests The header of each overview is followed by a number within parenthesis which constitutes the number of open items under each topic For orders changes and service requests this means that orders are counted when not in the states of Draft Rejected Order complete and Order closed For incidents it means that we do not count incidents that have the states Resolved Closed o
104. te homes CETTE Bobini musee CEFITRET 01 Mec nyc CIS TT E 01 6060000000000000206002000 E Cuonmgeck oies ton ur Bisai Leal To remove accounts subscriptions groups just click on the delete button selfcare User Manual User management 114 Makes mentee Work Work 3 2 4 Remove user When you select the Remove user option from the Choose action dropdown in any row in the table or select the Remove users option from the Bulk selection dropdown the system prompts you to confirm that you want to remove the selected users by clicking Delete User management 1 10 of 98 Fier AN raki weiabirt Vera Wang me A cn ar Lin Pornos Fre tacos yen PO Toe cor Tropa nt i PN bony tangera com paid Tega Too muhacsedmmMETelJcem OTHER moo at Remove User lees Beans Gre you sure you ant to delete the selected warisi ra fedbwn besi jen ITEM Cares cha tirez Test Teitin benie com ua ann Tear Tal munamea pocas cm nr pa Tear Peron Lexar con ofS AA There are a few cases where you will not be able to proceed with the removal User hype Tele w Cusxium Org exranasrale Super Lr Tele mane arreter ae Org ackranatralor par eer Suracrihe Crerale paw weed Lister BEN Choose acbon Choose acion Cle aero Choose acbon Dhana men Choose acbon Chooses B ton l If you have selected yourself as one of the users to remove WP Add as shortoul CE QE 2 If one or
105. template a The bulk category template is in CSV format and contains two different information types in the header i Category name li Category description selfcare User Manual Groups 1144 Makes tetes Work Work 2 Link to download bulk group template a The bulk group template is in CSV format and contains three different information types in the header i Category name e g Category li Group name e g Groupl iii Group description optional information iv This is how the upload bulk group template looks UENIT EB L c 0 7 HL o 0 mpm Pim Pags LEUR Fg Pink mapu Vid Eu Cu EA D h Creare a FA i Co z 4 m i Li Ey ar e r En 1 a A E A LS n r i aa zi i H EL ms EI Ll ing T oT tise H HH Ty Fieri bees fr Li L m Ba T s Du Frees Prem From dom ere Lori Bees C ee Let il Er fam Tertia Free Duis Cmr TE eg Drap Robizcu Ae Ver Tet o fruit Germ At ii PARSE Coke Depa TEA MU rt iar Dui Shs Opened bem wat EE AT C Category naema Gron op A pov opa E l ao E F a H i j E L M o P a R ngar ame L o Group deirisrien japa Calgon L oreupi Deuripiion for Group b The first row is the file header and should not be changed c Starting from the second row you can populate the template with your group categories and groups You can add as many rows you like but they must follow the format Category1 Groupl Description
106. the LED indicators showing i Was the modem or fiber converter restarted Yes No j Is it possible to ping the default gateway Yes No k Relevant IP addresses l Affected phone numbers Phone number series 1 Contact details First contact is person who is creating the incident a The contact details are pre populated and not editable with your details as you are entering the incident b Provide the following fields i Contact name I Pre populated not editable li Contact phone number l Pre populated editable in case you don t have a contact number configured in your profile iii Contact email address l Pre populated not editable iv Preferred type of contact Phone SMS email default value phone selfcare User Manual Incident management 1144 Makes tetes Work Work c When you click the Add second contact button a box opens with the same fields as above i Ifa second contact is added the button does not display anymore so you can t add a 3rd contact 8 Cancel button a Cancels incident and resets page 9 Submit incident button a Submits the incident to Tele2 Business 9 2 Create incident from details While viewing a single account subscription or connection s details you can create an incident directly In these cases the details of the object being viewed are carried across to the incident details and become read only All fields remain the same as the generic forms mentioned i
107. the section on accounts subscriptions and connections in the manual for details on how this is done 2 While viewing the details of a single account View gt Accounts gt 123456 subscription View Subscriptions 070 123 4567 or connection View Connections 23456 a You can create an order change service request on i Single accounts subscriptions or connections l In this scenario the single service object details pre populate the order change service request initially b See the section on accounts subscriptions and connections in the manual for details on how this is done Selfcare User Manual Create order change service request 11 4 Makes mentee Work Work 8 1 6 Create specific order change service request single Creating an order change service request on a single account subscription or connection pre populates the order change service request page with that service object s details see the relevant Create order generic Create change generic and Create service request generic portions of the manual for what each screen looks like The following apply in this scenario l When they appear the pre populated details in the form will be indicates read only a select product b Select service i Pre populated with the available services for the pre selected product ii Depending on your selection different fields can be revealed on the order some of which will be re
108. ton does not display anymore so you cannot add a 3rd contact 8 Cancel button a Cancels the incident and resets page 9 Submit incident button a Submits the incident to Tele2 Business b Opens a new Create incident page with the empty form 9 1 2 Create fixed incident from generic Mandatory fields are marked with an asterisk 1 Product dropdown a select Fixed b Depending on which product type you selected here some dynamic parts of the page change after selection The fixed specific portions of the page are explicitly listed here 2 select incident type a Tick one of the following radio button options i Incoming and outgoing calls li Incoming calls only iii Outgoing calls only iv Dropped calls selfcare User Manual Incident management 11 4 Makes mentee Work Work V Poor call quality vi Other 3 Affected phone number Phone number series a Phone number the phone number that the incident report concerns must be pre populated if the incident report is created from installed base b Phone number series free text field to populate one or many number series affected by the incident i Optional to populate and no validation 4 When you click the Add button a box opens with all fixed subscriptions i You can filter on l Type Fixed only in this case 2 Account dropdown of all fixed accounts you have access to 3 Groups groups to be listed in the format DepartmentSales li
109. ttribute for Level 5 Name of Group Structure Cancal Save If you have already created a group structure you can also click on the Change link only appears if a group structure has been created and the system displays the following box for choosing a group structure to change Report on group structure Group structure w Group struct 1 Select Edit Delete Group structure Select Edit Delete selfcare User Manual Reports 114 Makes mentee Work Work 17 3 Create report view report When you select a report to review the system retrieves the required data and displays the report This page contains 1 Report result section contains the following a b C Table with report details Chart with report data if applicable Download in Excel link i Downloads CSV version of report View all columns link if applicable Printer friendly link 17 3 1 Report examples The following are some examples of reports 1 Accounts a b C d Category spending by account Account billing overview Account billing details Account billing trend 2 subscription gt Q m Category spending by subscription eubscription billing overview eubscription billing trend subscription call details Most expensive calls Longest calls Most frequently called numbers Highest spending by subscription Usage analysis selfcare User Manual Reports
110. type i Note If count is O then the account type name is not a link 2 subscriptions a List of the subscription types that you have access to i Fixed ii Mobile selfcare User Manual Dashboard 1144 Makes tetes Work Work iii Telematic b Numerical count of each subscription type i Note If count is O then the subscription type name is not a link 3 Connections a List of connection types that you have access to i Data ii Fixed b Numerical count of each connection type i Note If count is O then the connection type name is not a link 4 View all accounts link a Takes you to the View Accounts page with no filter set b If you have access to O accounts this link will not display 5 View all subscriptions link a Takes you to the View Subscriptions page with no filter set b If you have access to O subscriptions this link will not display 6 View all connections link a Takes you to the View Connections page with no filter set b If you have access to O connections this link will not display 6 4 Shortcuts This pane shows your shortcuts Shortcuts Connections Incidents My Invoices Performance Performances 2 Edit 2 selfcare User Manual Dashboard 11 4 Makes mentee Work Work This pane contains 1 Alist of the first 12 shortcuts marked to be shown on the dashboard a sorted in alphabetical order b Each shortcut name specified by you when you created the shortcut
111. unt subscription connection at this stage Selfcare User Manual Create order change service request 1144 Makes tetes Work Work 5 You now click the Add accounts Add subscriptions Add connections button depends on whether you selected accounts subscriptions or connections and the box closes a The affected IDs section of the page now shows the 10 mobile subscription numbers you selected 6 You can now a Configure and submit the order change or service request or b Click Add affected IDs again i Inthis case the box only shows the single product mobile fixed datanet and single service object type accounts subscriptions connections previously selected l In this case only the subscription tab shows and it only shows mobile phones 8 1 5 Create specific order change service request There are several places in Selfcare where you can create specific account subscription or connections orders changes and service requests l From the overview page View Accounts View Subscriptions and View Connections for accounts subscriptions or connections a You can create an order change service request on i Single accounts subscriptions or connections l In this scenario the single service object details pre populate the order change service request initially ii Multiple bulk accounts subscriptions or connections l In this scenario no object details are pre populated except ID b See
112. us page without saving any changes 3 Save button a saves changes to shortcut names and goes back to the previous page 4 Delete button a Deleted selected shortcuts and returns to this page 1 2 Create shortcut If you have reached the maximum number of allowed shortcuts per user when you click Add as shortcut the system displays a message stating that you cannot create any more shortcuts and must delete an existing shortcut to create more selfcare User Manual Shortcuts Create order change service request 8 2 Order change service request overview 8 3 View submitted single orders changes and service requests 8 4 Order change service request workflow 8 5 Order approval 114 Makes mentee Work Work 8 Create order change service request Orders changes and service requests are different types of requests that you can create and keep track of from Selfcare Orders are often call offs from the framework agreement for example additional subscriptions to new employees but it can also be an purchase order for something outside the customer s agreement Changes are requests related to existing accounts subscriptions or services for example changing a subscription s price plan or add on services Service requests are questions or generic requests for support directed to Tele2 Business Customer Service Orders changes and service requests are categorized by product that is by mobile telep
113. user you cannot change a Custom user to a pre defined role This is also so that you cannot remove permissions from a user that you cannot give back 2 Read write permissions list a This list reflects the current permissions for the user If you change the permissions the role will automatically be set to custom when you submit the update b Permissions that you do not have access to are disabled and you cannot change the user s current access rights for those permissions selfcare User Manual User management ork 11 4 Makes mentee Work W 3 Access list a This determines which accounts and subscriptions the user can see in the application If the Choose action is selected you can use the Change user access option to modify the user s access 3 2 3 Change user access When you select Change user access from the Choose action dropdown in any row of the table the system displays a page where you can see the user s current access remove existing access filters and add more access filters Access filters can be for a Specific account or phone or for all accounts and phones belonging to a group or set of groups PR Ororview Assign objects Not all results are displayed Tiek iari uii ruin pour ipie Pope Fe rrr rmi dei ple boo Pehki de Bi Search for objects to assign to Christer Lundblad Fer sf tps 2 oe gt o o Aie Crier DEREKA aa reve as CE A Geers anes eee ul farm RS ee
114. wing fields i Calling number l Your own number if dialing out or the number calling you 2 Please put if number is not known or if it s not relevant li Called number 1 The number you called if dialing out or else your number 2 Please put if number is not known or if it s not relevant iii Date 1 Use calendar pop in selector iv Time 1 Format HH MM 5 Incident priority i 1 Critical ii 2 High ii 3 Medium iv 4 Low 6 Incident description a When did the incident occur b Incident description c Is the incident related to a location Yes No i If Yes enter address of location next to radio button d Are other users affected by the same incident Yes No 1 Contact details First contact is the person who creates the incident a The contact details are pre populated and not editable with your details selfcare User Manual Incident management 11 4 Makes mentee Work Work as you are entering the incident b The system provides the following fields i Contact name l Pre populated not editable li Contact phone number l Pre populated editable in case you do not have a contact number configured in your profile iii Contact email address l Pre populated not editable iv Preferred type of contact phone SMS email default value phone c When you click the Add second contact button a box opens with the same fields as above i Ifa second contact is added the but
115. with the invoices tab selected x View incidents T 1 Goes to the View gt Account gt 123456 page with the incidents tab selected xi View Orders T l Goesto the View Account 123456 page with the orders changes amp service requests tab selected xii View Changes T 1 Goes to the View gt Account gt 123456 page with the orders changes amp service requests tab selected xiii View service requests T 1 Goes to the View gt Account gt 123456 page with the orders changes amp service requests tab selected h Details i View button that takes you to the View gt Account gt 123456 page with default tab subscriptions selected selfcare User Manual Accounts 114 4 Makes mentee Work Work 11 2 Account details The account details view displays all the relevant details about individual accounts The view consists of two parts a header area showing general information about the selected account and a tab area showing specific details regarding 1 Add on services 2 subscriptions 3 Invoices 4 Incidents 5 Orders changes amp service requests 11 2 1 Header This page contains l The title of the section will be the account name followed by the account number blank if not found 2 Groups a comma separated list of groups the account has been assigned to 3 Edit groups button a When clicked takes you to the Create Add to group View and edit groups page for t
116. y See Create order for more details a The Add more button in the affected ID portion of the page when clicked will only show the account subscription or connection tab based on the object type you initially selected b Only accounts subscriptions or connections of the same product as the original one you selected will be displayed c Type filter will be read only and set to your selected object s product type 8 2 Order change service request overview It is possible to view a list of all open and historic requests in the system in several Ways 1 From the dashboard 2 From Select View gt Subscriptions then choose a subscription View Orders changes amp service requests tab a This list only contains order change service requests relating to that subscription i Order change service request for that single subscription or bulk order change service request where one of the subscriptions is that subscription 3 Select View Accounts then choose an account View Orders changes amp service requests tab a This list only contains order change service request s relating to that account i Order change service request for that single account or bulk order change service request where one of the accounts is that account 4 Select View Connections then choose a connection View Orders changes amp service requests tab a This list only contains order change service requests relating to that connection i O

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