Tenrox Basics V5

Tenrox Basics

Brightpoint

IT Quality and Compliance

Version 3.0

Date 4/10/2023

FINAL DRAFT

Tenrox Basics

Table of ContentsTenrox Overview............................................................................................................................. 1

How to Access Tenrox................................................................................................................1How to Access Your Work List...................................................................................................2How to Create and Initiate a Ticket.............................................................................................2Log into Tenrox........................................................................................................................... 2How to Search for a Ticket.........................................................................................................3My Entries.................................................................................................................................. 3Basic Tenrox tickets................................................................................................................... 4

Hardware / Software Requests..............................................................................................7System / Data Change Requests...........................................................................................8Security Requests................................................................................................................12Password Resets................................................................................................................. 12User Modification Requests.................................................................................................13Information Requests...........................................................................................................15

Appendix A................................................................................................................................... 17Authorization Signatures..........................................................................................................17

Appendix B................................................................................................................................... 18Document Information..............................................................................................................18

Contact History.....................................................................................................................18Revision History...................................................................................................................18Quality Assurance Review Log............................................................................................18

i For Internal Use Only

Tenrox Basics

Tenrox Overview

How to Access Tenrox

Tenrox can be accessed from Brightpoint’s Br.I.C.K. webpage.

Click the Tenrox link in the left navigation pane:

Tenrox will open to your default page:

1For Internal Use Only

Tenrox Basics

How to Access Your Work List

Your Work List in Tenrox includes all of the tickets that are currently assigned to you. It is important that you check this list daily to ensure tickets are being processed in a timely fashion.

To access your Work List, log into Tenrox and click Processes > Work List from the dropdown menu:

How to Create and Initiate a Ticket

Log into Tenrox

Select the correct workflow under Processes from the Tenrox Process Menu

Select New from the Tenrox Ticket Menu

Fill out required fields denoted by an asterisk (*)

Click Save from the Tenrox Ticket Menu

Tenrox will assign a Tracking # to your ticket

The new ticket will appear in your Tenrox Work List

Select the appropriate action to move the ticket to the next step from the Action dropdown menu

Click Save from the Tenrox Ticket Menu

The new ticket will be promoted to the next stage of the workflow and leave your Work List


Tenrox BasicsHow to Search for a Ticket

There may be times when you would like to view a Tenrox ticket. Follow the instructions below to search for a Tenrox ticket.

Log into Tenrox and click Processes > Search.

Select the criteria in which you would like to search by in the Search by field

Enter search criteria (complete or partial tracking number, username, key word, etc.) in the For field.

Click the to initiate search.

To open the ticket, click on the tracking number of the ticket you want to open.

The Ticket will appear in a new window.

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 column header hyperlinks to locate tickets easily


Tenrox Basics

Basic Tenrox tickets

The table below indicates the high level process, workflow type, description, and common scenarios that would use the workflow. Tenrox has 9 active workflows that were organized into 5 separate processes. Below is a listing of all the work flows supporting by process.

Change Management Requesto Admin Change Requesto System/Data Change

Hardware Software Requesto Hardware/Software Request

Human Resource Requesto User Add Requesto User Modifification Requesto User Org Change Requesto User Remove Request

Information Requesto Information Request

Security Requesto Data Center Accesso Firewall Change Request

o Password ResetProcess Work Flow Description Common Scenarios that would use the Work

FlowChange Management Request

Admin Change Request

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.

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

Change Management Request

System-Data Change

The System-Data Change workflow is used when you are requesting a system change to on 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

I need to have J.D. Edwards restarted on Bright21

Hardware/Software Request

Hardware/Software Request

The Hardware/Software request workflow is used when you need to request hardware, software, or equipment assistance. This workflow also facilitates requests that require technical assistance from the IT infrastructure team including: UNIX, Windows, Telecommunication, Networking and Server support

I need to order a new laptop I need Visio installed on my PC My phone extension doesn’t display my name

correctly Break/Fix Requests

o toner replacemento mouse/keyboard/monitor failureo We need an overhead projector in

conference room 243 for a 4:00pm meeting on Tuesday


Tenrox BasicsProcess Work Flow Description Common Scenarios that would use the Work

FlowHuman Resource Request

User Add Request

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.

Kristi Beyer will be starting on 11/12 and will need a NT user account created.

New TEMP in DEPT 1397/138 Create Fourgen account kbeyer granted

"je", "oemgr", and "readonly" access. Create Provia Airtech account kbeyer

for ROUSR access.

Human Resource Request

User Modify Request

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. 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.

Please extend klawson 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

Lucy needs Fourgen access to path 2, 3, 1, n, b I need R98OWSEC added to my JDE menus. I need Read/Write access to a folder on the J

Drive Need access to application (Provia, JDE, etc.)


User Org Change Request

Used when an employee transitions 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

John Doe is transitioning from the Auditor position at Corporate (Corporate Domain) to the Finance Manager position at Airtech (Brightpoint domain)


User Remove Request

The User Remove request is used by Human Resources to request the removal of a user from all systems in the result of termination.

Please remove employee from all Brightpoint systems

Information Request

Information Request

The Information request is used to document questions asked to the Tech Team or other IT departments.

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

Security Request Data Center Access

The 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


Tenrox BasicsProcess Work Flow Description Common Scenarios that would use the Work

FlowSecurity Request Firewall

Change Request

The 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

Security Request Password Reset

The 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 JDE password reset Do not know my voicemail password, and need a

new Password Need to reset my password for GetPAID


Tenrox Basics

Hardware / Software RequestsClick Processes > Hardware / Software Requests > Hardware / Software Request

FYI – Hardware / Software tickets are denoted by starting with ‘HWSW’

Click New to create a new ticket:

The Hardware/Software ticket window will appear. All fields with an asterisk (*) are required fields.

- Cube/Office Number: Enter your desk location

- Facility: Select Location from list

- Phone Extension: Enter your phone extension

- Select Hardware needed (if any): AV Equipment, Laptop, Mouse, Phone, Printer, Standard PC

- Select Software needed (if any): See list available (Adobe, Visio, Cronos, Provia LDC, etc.)

- Summary: Brief description of service needed

- Optional:

o Deadline: Select a reasonable deadline (try to keep at a week in advance)

o Business Domain: Select your Business Domain from list (BPNA, BPLA, CORP, etc)

o Comments: More detailed description of service needed: Include “Who, What, When, Where, Why”


Tenrox BasicsAfter filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top left field named, Tracking #.

In the field called ‘Action’ in the top right, click the dropdown menu and select the option that best suites your request:

Choose A1a for additional / new software/hardware requests (requiring manager approval)

Choose A1b for break/fix workflow if you need desk side technical support

Choose A1c for loaner workflow if you need loaner equipment such as a laptop or projector

**Please note that ticket will not progress in the workflow until you select an action and click Save

If you are Manager and this ticket has come to your Work List, review the ticket and if approved, click the same dropdown menu to move to the next approval level then click Save

System / Data Change RequestsClick Processes > Change Management Request > System/Data Change

FYI – System/Data Change Requests are denoted by starting with ‘SYDB’


The System/Data Change ticket window will appear. All fields with an asterisk (*) are required fields.


Tenrox Basics- Deadline: You may select a reasonable deadline (try to keep at a week in advance)

- Process: Select Business area where the change will affect

- Phone Extension: Phone number where you can be reached

- Facility: Location for change or your location (important for Provia issues)

- Description: Specific description of change requested: Include “Who, What, When, Where, Why”

- Summary: Brief description of change requested

- Optional:

o Customer: Select Customer from menu

o Comments: Any additional comments

After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top left field named, Tracking #.

In the field called ‘Action’ in the top right, click the dropdown menu and select for Managerial approval.




Tenrox BasicsThe SYDB Processes

Processes were created to better-direct requests from the business. Do not select options other than those found under the Processes Header. If the process begins with “Do Not Use,” please do no use it. These are INACTIVE processes. Please review the last section of this document to review which resources are assigned to these new Processes.

Business Intelligence: WebFOCUS, SerializationCompliance: Compliance-related requests (SOX, SAS70, ISO)Customer Management: Order Management, Sales Order ReportingeBusiness: Brightpoint Online and Brightpoint Direct requests (Websites)Enterprise Architecture: GIS and outbound interface requestsFinancial Management: Accounts Receivable, General Finance/Accounting, APNew Customer Integration: New Client IT IntegrationOperations: All Provia issues for all locations, T-MobilePMO: Project Management-related requests (replaces Project Initiation path)Quality: Tenrox System changes, Change ManagementReverse Logistics: Returns, RAs, RMCS ReportsShared Services: Infrastructure, UNIX, Windows, Database AdministrationSupply Chain Mgmt: Forecast/Planning, Inventory, PIM, Purchasing, Receiving/Inbound ASNs


Tenrox BasicsSYDB Process and Role Assignments

Process Resources assigned to Role Process Resources assigned to Role

PMO Chris Scott Compliance Cindy Cushman

Katie Ritz Dan Churchill

Marty McLaughlin Ben Hiney

Customer Management Scott Terrell Jeff Bradberry

John Mroch Shared Services Rick Mahoney

Mike Wallace Luis Alfaro

Financial Management Scott Terrell Tim Harris

Susan Woodling Robert Akonji

Treana Fields Joe Greene

Curtis Beck Steve Brown

Mike Teders Jack Nichols

e-Business Johan Hallgren Brian Dickerson

Josh Guptill Dan Shickell

Martin Bunen Operations Shawn Williams

Adela Tomus Chuck Pandya

Jarrod Lannan Juan Gaitan

Sachin Patil John Bryan

Randall Jackson Jacob Rillema

Supply Chain Mgmt Steve Buczkowski Steve Gilliam

Mike Teders Yogi Pandya

Curtis Beck Diane Huntsman

Mike Wallace Business Intelligence Dan Watkins

Mandy Massie Kip Kime

New Customer Integration Scott Pelance Tammy Hoefling

Shawn Williams Ben Becker

Reverse Logistics Steve Buczkowski Ravi Pinnamneni

Jose Acosta Quality Cindy Cushman

Andy Sikes Ben Hiney

Steve Gilliam Tim Troxell

Enterprise Architecture Gourav Pani Derek Starnes

Randy Bond Michael Taylor

Andy Green

Mike Wallace


Tenrox Basics

Security Requests

Password ResetsClick Processes > Security Request > Password Reset

FYI – Password Reset tickets are denoted by starting with ‘PASS’


The Password Reset ticket window will appear. All fields with an asterisk (*) are required fields.

- Deadline: You may select a reasonable deadline (try to keep at a week in advance)

- Summary: Brief description of Password Reset Request (include username, application and whether you just need the account unlocked or password completely reset)


Tenrox Basics


In the field called ‘Action’ in the top right, click the dropdown menu and select Password Reset.


User Modification RequestsClick Processes > Human Resource Request > User Modification Request

FYI – User Modification tickets are denoted by starting with ‘UM’


The User Modification Request ticket window will appear. All fields with an asterisk (*) are required fields.


Tenrox Basics- Deadline: You may select a reasonable deadline (try to keep at a week in advance)

- First Name: Enter the first name of the person you are entering the ticket

- Last Name: Enter the last name o f the person you are entering the ticket

- User ID: Enter User ID for the person you are entering the ticket

- Manager: Select the person’s manager’s name from the list

- Phone Extension: Enter phone extension for the person you are entering the ticket

- Employee Type: Select from BPCorp Employee, BPNA Employee, Consultant

- Activate Date

- Deactivate Date

- Summary: Brief description of change requested

- Comments: More detailed description of change needed: Include “Who, What, When, Where, Why”


In the field called ‘Action’ in the top right, click the dropdown menu and select for Managerial approval.


Manager Decision Tree for User Add and User Modification Requests

To assist in making a decision when selecting an approval path, the following table outlines the approval path for the level of access requested:



Tenrox Basics

If system access request is for: Select:Evavi Only “Evavi Only”

JDE OnlyJDE and EvaviJDE and Evavi and/or Endura “JDE / Evavi”

Endura OnlyEndura and Evavi “Endura”

BPLA JDE OnlyBPLA JDE and EvaviBPLA JDE and Evavi and/or Endura “BPLA JDE / Evavi”

Other access that does not require controller approval

“Submit to Master Change”

User Add Request Tickets: Reminder of 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 Request Tickets: Reminder of 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

Information RequestsClick Processes > Information Request > Information Request


Tenrox Basics

FYI – Information Request tickets are denoted by starting with ‘INFN’


The Information Request ticket window will appear. All fields with an asterisk (*) are required fields.

An Information Request is primarily used to request status of a previously-submitted ticket from Tech Team.


In the field called ‘Action’ in the top right, click the dropdown menu and select to Submit Question.



Tenrox Basics

Appendix A

Authorization Signatures

Project signatures below indicate that this document is a final version that is ready to be read and approved by the appropriate BRIGHTPOINT project sponsor.

Project sponsor signatures indicate that the document has been read and has been approved.

Project Signatures Project Sponsor Signatures

Name: Project Manager Name: Project Sponsor

Date Date

Name: Project SME Name: Project Sponsor 2

Date Date


Tenrox Basics

Appendix B

Document Information

Contact History

The table below provides resource contact information for all employees and contractors who provided or validated information in this document

Name Company E-Mail Phone

Ben Hiney Brightpoint [email protected] 317-707-2771

Revision History

The table below provides a the document revision history including the resource, date, version number and description of major document revisions

Resource Date Version Description

Ben Hiney 09/21/07 1.0 Created document

Ben Hiney 10/02/07 2.0 Edited document for review

Ben Hiney 03/05/09 3.0 Updated Documentation

Quality Assurance Review Log

The Quality Assurance Review Log provides a listing of all resources that reviewed and approved sections and versions of this document. When appropriate Subject Matter Experts were leveraged to provide feedback and approve sections of the document that relate to their areas of expertise. The review and approval of these quality assurance measures are being tracked in the table below.

Reviewer Quality Role Sections Reviewed

Versions Received

Approvals Received


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Tenrox Basics V5

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