Tenrox Workflow Overview June 10, 2010
Tenrox Workflow Overview
Tenrox Ticket/Workflow Overview <ul><li>Change Management Request </li></ul><ul><ul><li>Admin Change Request </li></ul></u...
Admin Change Requests The Admin Change Request is used when a change is needed to Brightpoint Online (BPO) or one of our c...
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 appl...
System/Data Change Requests
Processes for System-Data Changes <ul><li>For System-Data Change tickets, it is vital to select the correct Process to ens...
The table below was created to assist users in selecting the correct process:
Documentation Tab
System/Data Change Workflow
Tenrox SYDB   100 – System Changes Authorize:  Originator Case Review:  IT Resource ITPO Case Review:  IT Process Owner (M...
Tenrox SYDB   125 – Non-Code/Data Changes Authorize:  Originator Case Review:  IT Resource ITPO Case Review: System Develo...
Tenrox SYDB   150 – JDE Changes Authorize:  Originator Case Review:  IT Resource ITPO Case Review:  IT Process Owner (Mana...
Tenrox SYDB 911 – Emergency Changes Authorize:  Originator Case Review:  IT Resource ITPO Case Review:  IT Process Owner (...
Hardware/Software Requests The Hardware/Software request workflow is used when you need to request hardware, software, or ...
Hardware/Software Requests
Hardware/Software Workflow <ul><li>Choose A1a for normal work flow </li></ul><ul><li>Choose A1b for break/fix workflow </l...
User Add Requests <ul><ul><li>The User Add request is used by Human Resources to request a NT user ID to access the Bright...
User Add Request Form
System Account Tab (Managers)
‘ Bulk Load’ Tab (HR)
Hardware/Software Setup (Managers)
User Add Request Workflow HR Initiate:  HR Rep/Vendor Business Mgr Approval:  Hiring Manager Controller Approvals for: JDE...
User Modification Requests The User Modify Request is used when a change is needed to an existing Brightpoint user account...
User Modification Requests
User Modification Workflow Initiate:  Originator (HR Rep/Vendor for UOC) Business Mgr Approval:  Originator’s Approving Ma...
User Remove Requests <ul><ul><li>The User Remove request is used by Human Resources to request the removal of all network ...
User Remove Requests
User Remove Request Workflow Initiate:  HR Rep/Vendor Master Change:  User Administrator Archiving:  IT Resource QA Review...
Information Requests The information request is used to document questions asked to the Tech Team or other IT departments....
Information Requests
Information Request Workflow
Data Center Access Requests The Data Center Access workflow is used to request access to the Data Center.  All external re...
Data Center Access Requests
Data Center Access Workflow
Firewall Change Requests The Firewall Change Request is used to facilitate any changes needed to Brightpoint’s firewall.  ...
Firewall Change Requests
Firewall Change Request Workflow
Password Reset Requests The Password reset change request is used to facilitate all password reset issues.  The workflow i...
Password Reset Requests
Password Reset Workflow
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Tenrox Workflow Overview 200907

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Tenrox Workflow Overview 200907

  1. 1. Tenrox Workflow Overview June 10, 2010
  2. 2. Tenrox Workflow Overview
  3. 3. Tenrox Ticket/Workflow Overview <ul><li>Change Management Request </li></ul><ul><ul><li>Admin Change Request </li></ul></ul><ul><ul><li>System/Data Change </li></ul></ul><ul><li>Hardware/Software Request </li></ul><ul><ul><li>Hardware/Software Request </li></ul></ul><ul><li>Human Resource Request </li></ul><ul><ul><li>User Add Request </li></ul></ul><ul><ul><li>User Modification Request (includes User Organizational Change module) </li></ul></ul><ul><ul><li>User Remove Request </li></ul></ul><ul><li>Information Request </li></ul><ul><ul><li>Information Request </li></ul></ul><ul><li>Security Request </li></ul><ul><ul><li>Data Center Access </li></ul></ul><ul><ul><li>Firewall Change Request </li></ul></ul><ul><ul><li>Password Reset </li></ul></ul>
  4. 4. 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 <ul><li>I need to update a user ID to access BPO returns administration </li></ul><ul><li>I need to update a user ID to view all accounts registered in the Sprint/Nextel store. </li></ul><ul><li>I need to remove CDM8932M from the Metro site </li></ul><ul><li>Add the following disclaimer to the detail page for the following offer on the Virgin site </li></ul><ul><li>Remove LG125 from STi Mobile site </li></ul>
  5. 5. Admin Change Requests
  6. 6. Admin Change Request Workflow
  7. 7. 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. Common Scenarios that would use the Work Flow <ul><li>Remove negative allocation from V4-119-192-10 </li></ul><ul><li>PO # change on inbound ASN file </li></ul><ul><li>Please create a database process for loading sales orders to JDE to replace the file based methodology. </li></ul><ul><li>Update Suncom order File to allow additional characters in detail line </li></ul><ul><li>Credit card auto-apply incorrectly posting RB ’ s </li></ul><ul><li>Change name on STi Mobile Monthly Ship Advise Rpt </li></ul><ul><li>Set up ftp account for Cricket's new handset vendor Calcomp. </li></ul><ul><li>Request to setup Address Book Category Fields 4, 5, & 6, in JDE to support process change as part of Evavi implementation </li></ul>
  8. 8. System/Data Change Requests
  9. 9. Processes for System-Data Changes <ul><li>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 </li></ul>
  10. 10. The table below was created to assist users in selecting the correct process:
  11. 11. Documentation Tab
  12. 12. System/Data Change Workflow
  13. 13. Tenrox SYDB 100 – System Changes Authorize: Originator Case Review: IT Resource ITPO Case Review: IT Process Owner (Manager) System Development: IT Resource UAT: Originator Business Mgr Approval: Originator’s Approving Manager QA Review: IT QA Resource Deployment Prep: IT Resource Deployment: Deployment Resource Post Deployment: IT Resource User Acceptance: Originator
  14. 14. Tenrox SYDB 125 – Non-Code/Data Changes Authorize: Originator Case Review: IT Resource ITPO Case Review: System Development: IT Resource User Acceptance: Originator ITPO Approval: O IT Process Owner (serves as Business Manager Approval) QA Review: IT QA Resource
  15. 15. Tenrox SYDB 150 – JDE Changes Authorize: Originator Case Review: IT Resource ITPO Case Review: IT Process Owner (Manager) Finance QA: Finance Analyst Finance Mgmt Approval: Finance Mgr Approval (replaces Business Mgr Approval) (Credit Mgmt Approval): Credit and Collections VP approval System Development: IT Resource UAT: Originator QA Review: IT QA Resource Deployment Prep: IT Resource Deployment: Deployment Resource Post Deployment: IT Resource User Acceptance: Originator
  16. 16. Tenrox SYDB 911 – Emergency Changes Authorize: Originator Case Review: IT Resource ITPO Case Review: IT Process Owner (Manager) System Development: IT Resource Deployment: Deployment Resource User Acceptance: Originator Business Mgr Approval: Originator’s Approving Manager QA Review: IT QA Resource
  17. 17. Hardware/Software Requests The 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) <ul><li>I need to order a new laptop </li></ul><ul><li>I need Visio installed on my PC </li></ul><ul><li>Any hardware or software upgrades </li></ul>Common Scenarios that would use the Break/Fix Work Flow (A1b) <ul><li>AV Equipment requests for conference rooms (projector, flat screen monitor, etc.) </li></ul><ul><li>Loaner laptop/PC while mine is being repaired </li></ul><ul><li>I need to have J.D. Edwards restarted on Bright21 </li></ul>Common Scenarios that would use the Loaner Work Flow (A1c) <ul><li>Toner Replacement </li></ul><ul><li>Copier/printer maintenance </li></ul><ul><li>My phone extension doesn ’ t display my name correctly </li></ul>
  18. 18. Hardware/Software Requests
  19. 19. Hardware/Software Workflow <ul><li>Choose A1a for normal work flow </li></ul><ul><li>Choose A1b for break/fix workflow </li></ul><ul><li>Choose A1c for loaner workflow </li></ul>A1c A1a A1b
  20. 20. User Add Requests <ul><ul><li>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. </li></ul></ul>Common Scenarios that would use the Work Flow <ul><li>John Doe will be starting on 11/12 and will need a NT user account created. </li></ul><ul><li>New TEMP in DEPT 1397/138 </li></ul><ul><li>Create Fourgen account bhiney granted &quot;je&quot;, &quot;oemgr&quot;, and &quot;readonly&quot; access. </li></ul><ul><li>Create Provia Airtech account kbeyer for ROUSR access. </li></ul>
  21. 21. User Add Request Form
  22. 22. System Account Tab (Managers)
  23. 23. ‘ Bulk Load’ Tab (HR)
  24. 24. Hardware/Software Setup (Managers)
  25. 25. User Add Request Workflow HR Initiate: HR Rep/Vendor Business Mgr Approval: Hiring Manager Controller Approvals for: JDE Evavi Endura FPP/PIM ICS BPLA JDE Master Change: User Administrator Telephony: IT Telephone Resource HW Allocation: IT Hardware Resource User Acceptance: Hiring Manager
  26. 26. User Modification Requests 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. Common Scenarios that would use the Work Flow <ul><li>Please extend <userid> user access in J.D. Edwards to 12/1/2007 </li></ul><ul><li>Please setup the following users with Tenrox user accounts, their managers, and department have been included in the request. </li></ul><ul><li>Need Access to P12102 FORM W12102A with access to perform global updates on exit row bar on JDE </li></ul><ul><li>Need Fourgen access to path 2, 3, 1, n, b </li></ul><ul><li>Need R98OWSEC added to my JDE menus. </li></ul><ul><li>Need Read/Write access to a folder on the J Drive </li></ul><ul><li>Need Access to any application (Provia, JDE, etc) </li></ul>
  27. 27. User Modification Requests
  28. 28. User Modification Workflow Initiate: Originator (HR Rep/Vendor for UOC) Business Mgr Approval: Originator’s Approving Manager Controller Approvals for: JDE Evavi Endura FPP/PIM ICS BPLA JDE Master Change: User Administrator User Acceptance: Originator
  29. 29. User Remove Requests <ul><ul><li>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. </li></ul></ul>Common Scenarios that would use the Work Flow <ul><li>When employees, consultants, or temporary workers are no longer employed at Brightpoint. </li></ul>
  30. 30. User Remove Requests
  31. 31. User Remove Request Workflow Initiate: HR Rep/Vendor Master Change: User Administrator Archiving: IT Resource QA Review: IT QA Resource
  32. 32. Information Requests The 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. Common Scenarios that would use the Work Flow <ul><li>Need an update on Tenrox ticket </li></ul><ul><li>Kristi Beyer called to have Fourgen sessions killed </li></ul><ul><li>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 </li></ul><ul><li>Need the GIS team to research issue for T-mobile </li></ul>
  33. 33. Information Requests
  34. 34. Information Request Workflow
  35. 35. Data Center Access Requests 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. Common Scenarios that would use the Work Flow <ul><li>Add Tim Harris to all IT Data Center and Data Center storage rooms. </li></ul><ul><li>Remove John Simms access to all Data Center rooms </li></ul><ul><li>Brent Duke will need access to the Louisville Data Center </li></ul>
  36. 36. Data Center Access Requests
  37. 37. Data Center Access Workflow
  38. 38. Firewall Change Requests The Firewall Change Request is used to facilitate any changes needed to Brightpoint’s firewall. Common Scenarios that would use the Work Flow <ul><li>Please add firewall rule to redirect incoming Sprint traffic to light2 </li></ul><ul><li>Need to add IPs to existing rules #15, 16, 17 </li></ul><ul><li>Edit firewall rules to allow 168.215.84.145 to resolve externally to the internal ip address 172.18.96.76 </li></ul><ul><li>Create new rule set for new Miami (MIA) Firewall installation </li></ul><ul><li>Allow new WFAPP servers to communicate with internal resources </li></ul><ul><li>Allow ADP to connect to select hosts via Citrix GoToAssist protocols </li></ul>
  39. 39. Firewall Change Requests
  40. 40. Firewall Change Request Workflow
  41. 41. Password Reset Requests 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. Common Scenarios that would use the Work Flow <ul><li>Need to have my NT password reset </li></ul><ul><li>Do not know my voicemail password, and need a new Password </li></ul><ul><li>Need to reset my password for GetPAID </li></ul>
  42. 42. Password Reset Requests
  43. 43. Password Reset Workflow
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