Tenrox Complete Overview 2009

transcript

Tenrox BasicsApplication Overview

April 13, 2023

Purpose and Agenda

Agenda

Purpose

Length

Review workflows and key functionality of the Tenrox Application

•What is Tenrox•Key Functions of Tenrox•How to Access Tenrox•Creating a New Ticket•Tenrox Ticket / Workflow Overview

•Ticket Basics•Workflows

•Basic Functionality

1 hour

Your Opinion Counts! Over the past year, suggestions have been collected and

revisions have been made:

April 2008: New SYDB Workflow implemented

November 2008: Credit/Debit Approval Workflows implemented

January 2009: Improved User Admin workflows

February 2009: Updated SYDB documentation tab

Numerous small tweaks and improvements

More on the way for 2009!!!

What is Tenrox

Tenrox is Brightpoint’s IT Ticketing, Change Management, and Project Time Tracking Tool.

It is used by all areas of the business to initiate requests that need to be fulfilled by IT or other business stakeholders leveraging Tenrox to monitor their requests.

Tenrox facilitates the approval processes needed to support of SOX and SAS70 audits.

Key Functions of Tenrox

The most frequent uses of Tenrox include:

Creating new tickets

Working tickets assigned to you (Work List)

Searching existing tickets for status

Accepting or Denying for User Acceptance

Time entry for project tracking

How to Access Tenrox

Tenrox is accessible through a link on the Br.I.C.K. website on the left navigation pane.

How to Access Tenrox

You may need to sign into the Brightpoint VPN and click on the Br.I.C.K. hyperlink to get to Tenrox depending on your location.

Logging in and Creating a Ticket

• Log into Tenrox via the Link on Br.I.C.K.

• Select the correct workflow under Processes from the Tenrox Menu

• Select New from the Tenrox Process Menu

Tenrox Workflow Overview

Tenrox Ticket/Workflow OverviewChange Management Request

Admin Change Request System/Data Change

Hardware/Software Request Hardware/Software Request

Human Resource Request User Add Request User Modification Request User Org Change Request User Remove Request

Information Request Information Request

Security Request Data Center Access Firewall Change Request Password Reset

Admin Change Requests

The Admin Change Request is used when a change is needed to Brightpoint Online (BPO) or one of our customer hosted websites such as Sprint, Boost, Tracfone, Cricket or Metro.

Common Scenarios that would use the Work Flow

•I need to update a user ID to access BPO returns administration•I need to update a user ID to view all accounts registered in the Sprint/Nextel store.•I need to remove CDM8932M from the Metro site•Add the following disclaimer to the detail page for the following offer on the Virgin site•Remove LG125 from STi Mobile site

Admin Change Requests

Admin Change Request Workflow

System/Data Change Requests

The System/Data Change workflow is used when you are requesting a system change to a BPNA application or modification to production data. This workflow also facilitates issues that require IT intervention to resolve.

•Remove negative allocation from V4-119-192-10•PO # change on inbound ASN file•Please create a database process for loading sales orders to JDE to replace the file based methodology.•Update Suncom order File to allow additional characters in detail line•Credit card auto-apply incorrectly posting RB’s•Change name on STi Mobile Monthly Ship Advise Rpt•Set up ftp account for Cricket's new handset vendor Calcomp.•Request to setup Address Book Category Fields 4, 5, & 6, in JDE to support process change as part of Evavi implementation

System/Data Change Requests

Processes for System-Data Changes For System-Data Change tickets, it is vital to select

the correct Process to ensure the request is routed to the proper group for fulfillment

The table below was created to assist users in selecting the correct process:

Documentation…Simplified!!!

System/Data Change

Workflow

Hardware/Software RequestsThe Hardware/Software request workflow is used when you need to request hardware, software, or equipment assistance, including technical assistance from the IT infrastructure team for UNIX, Windows, Telecommunication, Networking and Server support.

Common Scenarios that would use the normal Work Flow (A1a)

• I need to order a new laptop• I need Visio installed on my PC• Any hardware or software upgrades

Common Scenarios that would use the Break/Fix Work Flow (A1b)

• AV Equipment requests for conference rooms (projector, flat screen monitor, etc.)

• Loaner laptop/PC while mine is being repaired• I need to have J.D. Edwards restarted on Bright21

Common Scenarios that would use the Loaner Work Flow (A1c)

• Toner Replacement• Copier/printer maintenance• My phone extension doesn’t display my name

correctly

Hardware/Software Requests

Hardware/Software Workflow

Choose A1a for normal work flow

Choose A1b for break/fix workflow

Choose A1c for loaner workflow

A1c A1a A1b

User Add Requests

• John Doe will be starting on 11/12 and will need a NT user account created.

• New TEMP in DEPT 1397/138• Create Fourgen account bhiney granted "je",

"oemgr", and "readonly" access.• Create Provia Airtech account kbeyer for ROUSR

access.

The User Add request is used by Human Resources to request a NT user ID to

access the Brightpoint Network. This workflow is also used to request user IDs for

the warehouse staff that are requesting Endura or Provia ID’s but don’t’ require a

NT login to access these applications.

User Add Request Form

System Account Tab (Managers)

‘Bulk Load’ Tab (HR)

Hardware/Software Setup (Managers)

Decision Time!

If your system access request is for:

Evavi Only Select “Evavi Only”

JDE Only JDE and Evavi JDE and Evavi and/or Endura Select “JDE / Evavi”

Endura Only Endura and Evavi Select “Endura”

BPLA JDE Only BPLA JDE and Evavi BPLA JDE and Evavi and/or Endura Select “BPLA JDE / Evavi”

Other access does not require Select “Submit to Master Change“finance approval

User Add Request Workflow

UA Review: Steps to take…

Verify information on ‘General’ tab (HR enters) Complete ‘System Accounts’ tab Complete ‘ HWSW Setup’ tab Choose correct approval path from Action dropdown

When the ticket comes back to you for User Acceptance: Review notes made in comment section Verify the access granted matches the access

requested Accept change to close ticket

User Modification Requests

• Please extend <userid> user access in J.D. Edwards to 12/1/2007• Please setup the following users with Tenrox user accounts, their

managers, and department have been included in the request.• Need Access to P12102 FORM W12102A with access to perform

global updates on exit row bar on JDE• Need Fourgen access to path 2, 3, 1, n, b• Need R98OWSEC added to my JDE menus.• Need Read/Write access to a folder on the J Drive• Need Access to any application (Provia, JDE, etc)

The User Modify Request is used when a change is needed to an existing Brightpoint user account. This workflow also facilitates requests for new user application ID’s for employees or temps that already have a Brightpoint account. If an employee or Temp leaves BPNA the workflow is used to request their access be removed. To ensure we have the correct authorization needed for J.D. Edwards system changes and requests, this workflow is used to update, add or remove functionality to any of the JDE menus or Groups.

User Modification Requests

User Modification

Workflow

UM Review: Steps to take…

Complete the ‘General’ tab with requested access Submit for Manager approval

Your approving manager will then: Choose correct approval path from Action dropdown

When the ticket comes back to you for User Acceptance: Review notes made in comment section Verify the access granted matches the access

requested Accept change to close ticket

User Org Change Requests

• <employee>: Moving from Indirect Sales to Customer Support• <employee> is temporarily assigned to IT-Evavi • <employee>: Transfer from 1325 QC to 1345 Technical Support

Engineering• <employee>: Cellstar employee moved to BPNA in dept. 1125• <employee>: Transferring from Corporate Finance to BPNA Finance

The User Org Change Request is used when a current Brightpoint employee is transitioning from one organizational role to another. This requires all current user IDs and system access to be disabled, and then create new system IDs and access to reflect their new position. These requests are used to keep organizational and department charts up-to-date.

User Org Change Requests

User Org Change

Workflow

User Remove Requests

• When employees, consultants, or temporary are no longer employed at Brightpoint.

The User Remove request is used by Human Resources to request the

removal of all network access in case of termination from the Brightpoint

Network.

User Remove Requests

User Remove Request Workflow

Information RequestsThe information request is used to document questions asked to the Tech Team or other IT departments. This workflow is not to be used to request work to be performed. Another ticket must be created once a reply has been sent to the Information Request.

• Need an update on Tenrox ticket• Kristi Beyer called to have Fourgen sessions killed• Fourgen is not registering the up and down arrow keys. This is not

related to one particular screen. This has been happening for 2 weeks now, and she needs to be able to move in Fourgen

• Need the GIS team to research issue for T-mobile

Information Requests

Information Request Workflow

Data Center Access RequestsThe Data Center Access workflow is used to request access to the Data Center. All external resources that need access to the data center must be escorted by an authorized Brightpoint employee.

• Add Tim Harris to all IT Data Center and Data Center storage rooms.

• Remove John Simms access to all Data Center rooms• Brent Duke will need access to the Louisville Data Center

Data Center Access Requests

Data Center Access Workflow

Firewall Change RequestsThe Firewall Change Request is used to facilitate any changes needed to Brightpoint’s firewall.

• Please add firewall rule to redirect incoming Sprint traffic to light2• Need to add IPs to existing rules #15, 16, 17• Edit firewall rules to allow 168.215.84.145 to resolve externally to

the internal ip address 172.18.96.76• Create new rule set for new Miami (MIA) Firewall installation• Allow new WFAPP servers to communicate with internal resources• Allow ADP to connect to select hosts via Citrix GoToAssist protocols

Firewall Change Requests

Firewall Change Request Workflow

Password Reset RequestsThe Password reset change request is used to facilitate all password reset issues. The workflow is when users are locked out of Brightpoint systems, do not remember their current passwords, or have not reset passwords within the appropriate timeframe and can not access the application.

• Need to have my NT password reset• Do not know my voicemail password, and need a new Password• Need to reset my password for GetPAID

Password Reset Requests

Password Reset Workflow

Basic Functionality

How to create and Initiate a ticket• Log into Tenrox via the Link on Br.I.C.K. • Select the correct workflow under Processes from the Tenrox Menu

• Select New from the Tenrox Process Menu

• Fill out all required fields in new ticket.

• Select Save from the Tenrox Menu

• Tenrox will assign a Tracking # for your new ticket and the ticket will appear in your Work List

• Select the appropriate action to move the ticket to the next step from the Action Field drop down menu.

• Select Save from the Tenrox Menu • The New ticket will be promoted to the next stage of the workflow and leave your Work List

How to Reassign Tickets• Log into Tenrox via the Link on Br.I.C.K.• Click Processes > Work List• Open the Tenrox Ticket you want to reassign

• Select the Assignment Tab

• Select the Assign Icon for the State you would like to reassign (Green Checkbox)

• Select the appropriate option from the Select drop down

• Identify the appropriate Role or User and Select by clicking on the Link located in the Name column

• Select Close to exit the Assignment Window

• Update the Comments field of the ticket, with direction on why you reassigned the ticket.

• Select Save to save the changes made to the Tenrox Ticket

• If appropriate, send an email to the newly assigned person so they are notified of the change

How to Search for a Ticket• Log into Tenrox via the Link on Br.I.C.K.

• Click Processes > Search. • Select Tracking # in the Search by field

• Enter the ticket number in the For field.• Click on the Magnifying glass to initiate search.

• To open the ticket, click on the tracking number

• The Ticket will appear in a new window.• From here you will be able to see the current state of the ticket and the

group it is assigned

‘My Entries’

Go into the workflow where you would like to search:

Click on the My Entries hyperlink:

Tenrox will list all tickets you have created in that workflow

Sort by the header hyperlinks to locate tickets easily

User Acceptance – the Forgotten Step• When the work has been completed, the ticket will come back to you for User Acceptance.

This is an equally important step for Compliance.

• Select Processes>Work List from the Tenrox Menu

• A listing of all the Tenrox tickets currently assigned to you will show• Open the ticket by selecting the ticket’s Tracking #

• In the Action Field dropdown, there will be a list of options to choose from:

• If the work was completed to your satisfaction, select Accepted submit to IT Completion • If the work was not completed correctly, select Not Accepted return to Developer• Do not Discard the ticket as this will void the work completed

Check Your Work List Frequently

• Be sure to check your Work List at least once a day to ensure tickets are not requiring your attention. Actions may include tickets that are in User Acceptance, which need to be approved so that they can be closed out

• Click Processes > Work List

Compliance

All requests that change a production system or production data must be initiated, approved and tested by the business for compliance purposes. The IT department and Tech Team cannot move any SYDB or UM ticket forward on behalf of any user, unless they have an email clearly identifying they are authorized to do so by the appropriate business user.

We are required to close out all Tenrox tickets within 20 days of the work being completed. Do your part and perform the User Acceptance and Business Management Approval steps in a timely matter – without these approvals, there can be no deployments.

Wrap-up

Questions / Comments

For additional questions regarding Tenrox please contact: Ben Hiney

Office: 317-707-2771

Tenrox Complete Overview 2009

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