Tenrox Complete Overview 2009


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Tenrox Complete Overview 2009

  1. 1. Tenrox Basics Application Overview June 10, 2010
  2. 2. Purpose and Agenda Review workflows and key functionality of the Tenrox Application <ul><li>What is Tenrox </li></ul><ul><li>Key Functions of Tenrox </li></ul><ul><li>How to Access Tenrox </li></ul><ul><li>Creating a New Ticket </li></ul><ul><li>Tenrox Ticket / Workflow Overview </li></ul><ul><ul><li>Ticket Basics </li></ul></ul><ul><ul><li>Workflows </li></ul></ul><ul><li>Basic Functionality </li></ul>1 hour Agenda Purpose Length
  3. 3. Your Opinion Counts! <ul><li>Over the past year, suggestions have been collected and revisions have been made: </li></ul><ul><ul><li>April 2008: New SYDB Workflow implemented </li></ul></ul><ul><ul><li>November 2008: Credit/Debit Approval Workflows implemented </li></ul></ul><ul><ul><li>January 2009: Improved User Admin workflows </li></ul></ul><ul><ul><li>February 2009: Updated SYDB documentation tab </li></ul></ul><ul><ul><li>Numerous small tweaks and improvements </li></ul></ul><ul><ul><li>More on the way for 2009!!! </li></ul></ul>
  4. 4. What is Tenrox <ul><li>Tenrox is Brightpoint’s IT Ticketing, Change Management, and Project Time Tracking Tool. </li></ul><ul><li>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. </li></ul><ul><li>Tenrox facilitates the approval processes needed to support of SOX and SAS70 audits. </li></ul>
  5. 5. Key Functions of Tenrox <ul><li>The most frequent uses of Tenrox include: </li></ul><ul><ul><li>Creating new tickets </li></ul></ul><ul><ul><li>Working tickets assigned to you (Work List) </li></ul></ul><ul><ul><li>Searching existing tickets for status </li></ul></ul><ul><ul><li>Accepting or Denying for User Acceptance </li></ul></ul><ul><ul><li>Time entry for project tracking </li></ul></ul>
  6. 6. How to Access Tenrox Tenrox is accessible through a link on the Br.I.C.K. website on the left navigation pane.
  7. 7. 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.
  8. 8. Logging in and Creating a Ticket <ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Select the correct workflow under Processes from the Tenrox Menu </li></ul><ul><li>Select New from the Tenrox Process Menu </li></ul>
  9. 9. Tenrox Workflow Overview
  10. 10. 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 </li></ul></ul><ul><ul><li>User Org Change Request </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>
  11. 11. 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>
  12. 12. Admin Change Requests
  13. 13. Admin Change Request Workflow
  14. 14. 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>
  15. 15. System/Data Change Requests
  16. 16. 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>
  17. 17. The table below was created to assist users in selecting the correct process:
  18. 18. Documentation…Simplified!!!
  19. 19. System/Data Change Workflow
  20. 20. 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>
  21. 21. Hardware/Software Requests
  22. 22. 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
  23. 23. 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>
  24. 24. User Add Request Form
  25. 25. System Account Tab (Managers)
  26. 26. ‘ Bulk Load’ Tab (HR)
  27. 27. Hardware/Software Setup (Managers)
  28. 28. Decision Time! <ul><li>If your system access request is for: </li></ul><ul><ul><li>Evavi Only Select “ Evavi Only ” </li></ul></ul><ul><ul><li>JDE Only </li></ul></ul><ul><ul><li>JDE and Evavi </li></ul></ul><ul><ul><li>JDE and Evavi and/or Endura Select “ JDE / Evavi ” </li></ul></ul><ul><ul><li>Endura Only </li></ul></ul><ul><ul><li>Endura and Evavi Select “ Endura ” </li></ul></ul><ul><ul><li>BPLA JDE Only </li></ul></ul><ul><ul><li>BPLA JDE and Evavi </li></ul></ul><ul><ul><li>BPLA JDE and Evavi and/or Endura Select “ BPLA JDE / Evavi ” </li></ul></ul><ul><ul><li>Other access does not require Select “ Submit to Master Change “ </li></ul></ul><ul><ul><li>finance approval </li></ul></ul>?
  29. 29. User Add Request Workflow
  30. 30. UA Review: Steps to take… <ul><li>Verify information on ‘General’ tab (HR enters) </li></ul><ul><li>Complete ‘System Accounts’ tab </li></ul><ul><li>Complete ‘ HWSW Setup’ tab </li></ul><ul><li>Choose correct approval path from Action dropdown </li></ul><ul><li>When the ticket comes back to you for User Acceptance: </li></ul><ul><ul><li>Review notes made in comment section </li></ul></ul><ul><ul><li>Verify the access granted matches the access requested </li></ul></ul><ul><ul><li>Accept change to close ticket </li></ul></ul>
  31. 31. 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>
  32. 32. User Modification Requests
  33. 33. User Modification Workflow
  34. 34. UM Review: Steps to take… <ul><li>Complete the ‘General’ tab with requested access </li></ul><ul><li>Submit for Manager approval </li></ul><ul><li>Your approving manager will then: </li></ul><ul><ul><li>Choose correct approval path from Action dropdown </li></ul></ul><ul><li>When the ticket comes back to you for User Acceptance: </li></ul><ul><ul><li>Review notes made in comment section </li></ul></ul><ul><ul><li>Verify the access granted matches the access requested </li></ul></ul><ul><ul><li>Accept change to close ticket </li></ul></ul>
  35. 35. User Org Change Requests 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. Common Scenarios that would use the Work Flow <ul><li><employee>: Moving from Indirect Sales to Customer Support </li></ul><ul><li><employee> is temporarily assigned to IT-Evavi </li></ul><ul><li><employee>: Transfer from 1325 QC to 1345 Technical Support Engineering </li></ul><ul><li><employee>: Cellstar employee moved to BPNA in dept. 1125 </li></ul><ul><li><employee>: Transferring from Corporate Finance to BPNA Finance </li></ul>
  36. 36. User Org Change Requests
  37. 37. User Org Change Workflow
  38. 38. 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 are no longer employed at Brightpoint. </li></ul>
  39. 39. User Remove Requests
  40. 40. User Remove Request Workflow
  41. 41. 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>
  42. 42. Information Requests
  43. 43. Information Request Workflow
  44. 44. 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>
  45. 45. Data Center Access Requests
  46. 46. Data Center Access Workflow
  47. 47. 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 to resolve externally to the internal ip address </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>
  48. 48. Firewall Change Requests
  49. 49. Firewall Change Request Workflow
  50. 50. 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>
  51. 51. Password Reset Requests
  52. 52. Password Reset Workflow
  53. 53. Basic Functionality
  54. 54. How to create and Initiate a ticket <ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Select the correct workflow under Processes from the Tenrox Menu </li></ul><ul><li>Select New from the Tenrox Process Menu </li></ul><ul><li>Fill out all required fields in new ticket. </li></ul><ul><li>Select Save from the Tenrox Menu </li></ul><ul><li>Tenrox will assign a Tracking # for your new ticket and the ticket will appear in your Work List </li></ul><ul><li>Select the appropriate action to move the ticket to the next step from the Action Field drop down menu. </li></ul><ul><li>   </li></ul><ul><li>Select Save from the Tenrox Menu </li></ul><ul><li>The New ticket will be promoted to the next stage of the workflow and leave your Work List </li></ul>
  55. 55. How to Reassign Tickets <ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Click Processes > Work List </li></ul><ul><li>Open the Tenrox Ticket you want to reassign </li></ul><ul><li>Select the Assignment Tab </li></ul><ul><li>Select the Assign Icon for the State you would like to reassign (Green Checkbox) </li></ul><ul><li>Select the appropriate option from the Select drop down </li></ul><ul><li>Identify the appropriate Role or User and Select by clicking on the Link located in the Name column </li></ul><ul><li>Select Close to exit the Assignment Window </li></ul><ul><li>Update the Comments field of the ticket, with direction on why you reassigned the ticket.  </li></ul><ul><li>Select Save to save the changes made to the Tenrox Ticket </li></ul><ul><li>If appropriate, send an email to the newly assigned person so they are notified of the change </li></ul>
  56. 56. How to Search for a Ticket <ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Click Processes > Search . </li></ul><ul><li>Select Tracking # in the Search by field </li></ul><ul><li>Enter the ticket number in the For field. </li></ul><ul><li>Click on the Magnifying glass to initiate search. </li></ul><ul><li>To open the ticket, click on the tracking number </li></ul><ul><li>The Ticket will appear in a new window. </li></ul><ul><li>From here you will be able to see the current state of the ticket and the group it is assigned </li></ul>
  57. 57. ‘ My Entries’ <ul><li>Go into the workflow where you would like to search: </li></ul><ul><li>Click on the My Entries hyperlink: </li></ul><ul><li>Tenrox will list all tickets you have created in that workflow </li></ul><ul><li>Sort by the header hyperlinks to locate tickets easily </li></ul>
  58. 58. User Acceptance – the Forgotten Step <ul><li>When the work has been completed, the ticket will come back to you for User Acceptance. This is an equally important step for Compliance. </li></ul><ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Select Processes > Work List from the Tenrox Menu </li></ul><ul><li>A listing of all the Tenrox tickets currently assigned to you will show </li></ul><ul><li>Open the ticket by selecting the ticket’s Tracking # </li></ul><ul><li>In the Action Field dropdown, there will be a list of options to choose from: </li></ul><ul><li>If the work was completed to your satisfaction, select Accepted submit to IT Completion </li></ul><ul><li>If the work was not completed correctly, select Not Accepted return to Developer </li></ul><ul><li>Do not Discard the ticket as this will void the work completed </li></ul>
  59. 59. Check Your Work List Frequently <ul><li>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 </li></ul><ul><li>Log into Tenrox via the Link on Br.I.C.K. </li></ul><ul><li>Click Processes > Work List </li></ul>
  60. 60. Compliance <ul><li>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. </li></ul><ul><li>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. </li></ul>
  61. 61. Wrap-up <ul><li>Questions / Comments </li></ul><ul><li>For additional questions regarding Tenrox please contact: </li></ul><ul><li>Ben Hiney </li></ul><ul><li>Office: 317-707-2771 </li></ul>