DOCUMENT Partner Portal Ticketing User Guide PREPARED BY NTT Communications Copyright of this document is owned by NTT Communications Corporation. Copying a part of or whole of this document without our permission is prohibited by the Copyright Act. The contents of this manual may be revised without prior notice.
Contents 1 Introduction... 5 1.1 Document Version History... 5 2 Support Page and Tickets... 6 2.1 Add a New Support Ticket... 6 2.1.1 Add Customer System Ticket... 9 2.2 The Support Page... 10 2.3 Tickets and Tasks... 11 2.4 Pending Response... 12 2.5 Complete Tasks... 12 2.6 Tickets Page... 13 2.7 Tasks Page... 14 2.8 Working with Tickets... 15 2.8.1 Watching Tickets and working with Tasks... 15 2.8.2 Teams... 16 2.8.3 Notifications... 17 2.9 Task Actions... 18 2.9.1 Log Work... 18 2.9.2 Ask Question... 19 2.9.3 Redirect... 20 2.9.4 Delegate... 20 2.9.5 Assign... 21 2.9.6 Complete Task... 21 3 Administrator Users... 23 3.1 User Management... 23 3.1.1 Add a Partner User... 23 3.1.2 Edit a Partner Portal User... 24 2015 NTT Communications All Rights Reserved 2
Table of Figures Figure 2-1. New Ticket, Select Category page... 6 Figure 2-2. Select Category page, with Item shown... 6 Figure 2-3. New Create Customer Ticket page... 7 Figure 2-4. Support page... 10 Figure 2-5. Task Pending Response... 12 Figure 2-6. Complete Tasks page... 12 Figure 2-7. Tickets page... 13 Figure 2-8. Tasks Page... 14 Figure 2-9. Team Overview page... 16 Figure 2-10. Team details page... 16 Figure 2-11. Task page, where task is owned... 18 Figure 2-12. Ask Question Action... 19 Figure 2-13. Redirect Action... 20 Figure 2-14. Delegate Action... 20 Figure 2-15. Assign Action... 21 Figure 2-16. Complete Action... 22 Figure 3-1. Partner Ticketing Permissions... 23 Figure 3-2. Edit Partner Ticketing Permissions... 24 2015 NTT Communications All Rights Reserved 3
List of Tables Table 5-1. Create Customer Ticket... 8 Table 5-1. Partner Ticketing Permissions... 23 2015 NTT Communications All Rights Reserved 4
1 Introduction This document is intended as an end user guide for Partners of NTT Com Group on handling support Tickets via the NTT Com Group Partner Portal website. This document is designed for all NTT Com Group Partners. 1.1 Document Version History Version Date Issued By Reason Status Reviewed By 1.0 26-Mar- 2015 1.1 08-Oct- 2015 MC/ML ML Created from content in the current Enterprise Cloud Partner Portal User Guide (version 1.19) Add User Management 2015 NTT Communications All Rights Reserved 5
2 Support Page and Tickets 2.1 Add a New Support Ticket A new support Ticket can be raised by the Customer via the Customer Portal, or by the Partner Portal user from the Customer, Customer Contact or Customer System pages. To add a Ticket from the Customer or Customer Contact page: 1. Click the Create New Customer Ticket link. The Select Category page opens (Figure 2-1). Figure 2-1. New Ticket, Select Category page 2. The Category, Type and Item (CTI) must be selected from the options available; these will vary depending on what the Operator has set up. In the example above, the Category is Hosting and the Type is Server. Select the relevant Type under the appropriate Category to open a list of Items. Figure 2-2. Select Category page, with Item shown 2015 NTT Communications All Rights Reserved 6
3. Select the Item to display the Create Customer Ticket page. For example, Patch Request. Figure 2-3. New Create Customer Ticket page Note that when a Ticket is created by the Partner there are a lot more options than the Customer will see in the Customer Portal. The Partner Portal user can assign the Ticket to a team directly. When the Customer creates a Ticket it is automatically routed to their default Customer support team. The selected Category, Type and Item appear in the CTI field at the top of the page. 2015 NTT Communications All Rights Reserved 7
Field Publication Type Attachment Description Select how the ticket is to be published: Internal The New Ticket should be published internally only Portal Only Notify the Customer in the Customer portal Portal + Email Notify the to the Customer in the Customer portal and by email Select the ticket attachments publication options for specific types of users: Customer published - Publish the attachment to the Customer in the Customer Portal Operators and Partners - Publish the attachment to the Operator and Partners only Table 2-1. Create Customer Ticket 4. Enter a Summary and the Details of the Ticket. 5. Select the Due Date for resolution of the Ticket issue. 6. Select the appropriate Team to work on the Ticket. 7. Select the appropriate Urgency, from the options Low, Medium, High and Critical. 8. The Impact is determined by the chosen Category, Type and Item. Depending on Operator settings, it may not be selectable. 9. If there is a file to upload in support of the new Ticket, click the Browse or Choose File button (depending on your browser) and use the standard dialog to locate the file. The selected filename is then displayed next to the button. 10. Under Associated Services, select the service(s) in the left-hand field relevant to the new Ticket and click the Add ==> button to move them into the right-hand field. 11. Similarly, select the Associated Customer Portal Users to be notified of the new Ticket. Note that the selection list (left-hand field) is only populated with the relevant contacts once the Associated Services have been selected. 12. Associated Partner Contacts can also be linked to a Ticket: click a name or names in the left-hand field under and use the Add ==> button to move them into the right-hand field. 2015 NTT Communications All Rights Reserved 8
13. Once the new Ticket details are complete, click the Create button to add the Ticket. The Tickets page now appears (see section 2.6), displaying the new Ticket details and allowing ownership to be taken, comments to be added. 2.1.1 ADD CUSTOMER SYSTEM TICKET To add a Ticket for a Customer System, click the Create New System Ticket link on the Customer System page. The process of selecting the Category, Type and Item and then completing the Ticket details is exactly as described above, except that the Associated Services will be selected by default. 2015 NTT Communications All Rights Reserved 9
2.2 The Support Page The Support page shows all of the currently active Tickets and tasks. It will have up to 5 sections, depending on the state of those tasks: Tasks being worked on by the logged in user (and therefore locked) Tickets being watched by the logged in user Tasks in need of attention Tasks being worked on by other Partner contacts Tasks delegated to other teams. Figure 2-4. Support page 2015 NTT Communications All Rights Reserved 10
2.3 Tickets and Tasks Every support request is a Ticket; each Ticket can contain multiple tasks. The tasks are numbered based on their hierarchy within the Ticket. For example, a Ticket numbered 1234567 will always have a top task, 1234567.1 and may have additional top level tasks, 1234567.2 and 1234567.3. Tasks can have sub tasks and these will be numbered similarly as 1234567.1.1 and 1234567.1.2. The depth of sub tasks is not restricted. Ticket and task reference numbers are prefixed according to the region they are created in. Every task can be worked on by a different team or different users within the same team. You can add additional sub tasks at any time while the parent task is active. When a task has been completed it can be reopened if it has not been resolved to your satisfaction. Customers are not directly able to see different tasks, but they can see all published updates on their Ticket in a chronological order via the Customer Portal. 2015 NTT Communications All Rights Reserved 11
2.4 Pending Response Click the Pending Response link on the Support page to display a list of tasks that are awaiting response, for example where further information has been requested from the Customer. Figure 2-5. Task Pending Response Click the reference in the Task column to open details of the Task. 2.5 Complete Tasks By clicking the Complete Tasks link on the Support page, a list of the tasks completed for all Customers or for a specific Customer, can be displayed. Figure 2-6. Complete Tasks page To list only complete tasks for a specific Customer, use the Customer drop-down list to select the Customer and then click the Refresh button. Display detail about a Ticket or Task by clicking the relevant reference in the Complete Tasks list. 2015 NTT Communications All Rights Reserved 12
2.6 Tickets Page The Tickets page shows high-level information about the Ticket. This includes the Customer name, the summary, whether the Ticket is published to the Customer Portal, its source (how it was created), the severity, priority and category, when and who created it and when and who last updated it and information related to the Ticket. This includes any associated systems, Customer contacts, Partner contacts and NTT Com Group users. All of the sub tasks are shown on this page, as well as the complete Work Log history. Figure 2-7. Tickets page 2015 NTT Communications All Rights Reserved 13
2.7 Tasks Page The Tasks page shows just the details appropriate to that sub task and whichever actions are appropriate at the time to interact with the task. In addition to the same information that is shown on the Ticket page, the Task page also shows the tasks summary, its Ticket and direct parent (if it's not a top level task itself), the state of the Ticket and task, the ownership of the task (team and engineer) and the due date given to the task when it was created. Figure 2-8. Tasks Page 2015 NTT Communications All Rights Reserved 14
2.8 Working with Tickets 2.8.1 WATCHING TICKETS AND WORKING WITH TASKS Various people can watch Tickets. This is similar to Customer Contacts being added to the Ticket for updates. When a Partner Contact watches a Ticket they get added to the list of related Partner Contacts. When you are watching a Ticket, all of the tasks for that Ticket can be commented on. You can watch multiple Tickets at the same time and control whether you are watching via buttons at the top of the Ticket and task page. See Figure 2-8 above for the Stop Watching this Ticket button. Since the Partner Portal user viewing the task in Figure 2-8 is also watching the Ticket, the action available is Add Comment. A comment added to the task will be added also to the Work Log section. Using the Browse or Choose File button (depending on your browser), a file can be selected for upload. This will then be shown at the bottom of the page. If the comment is flagged as Publish then it will be notified to: The Customer via email The Customer Portal if the Ticket itself is published Any Partners who are watching the Ticket Any NTT Com Group users who are watching the Ticket The person who has the task locked if the task is being worked on. If you need to start working on a task then you should click the Take Ownership button, which is shown at the top of. If someone else already has ownership of the task, then you could use the Force Ownership button to steal ownership. Once you have finished your work you can use the Release Ownership button to release it. Some actions can auto release ownership, depending on your working model. 2015 NTT Communications All Rights Reserved 15
2.8.2 TEAMS There are various local and remote teams within the NTT Com Group Ticket System, per country operations and support teams, engineering and management teams and Partner teams. Partners can have multiple teams if they so wish. Contact the NTT Com Group Support Center to have additional teams added. Display the complete list of teams (Figure 2-9) by clicking Team Overview, under Links on the Support page. Figure 2-9. Team Overview page Click your team name in the Team column to display a team details page (Figure 2-10), listing the current tasks assigned to the team and the team members. Figure 2-10. Team details page 2015 NTT Communications All Rights Reserved 16
2.8.3 NOTIFICATIONS There are various points in the Ticketing System that will produce an email notification. For example when a new task is assigned to a team, or when an update is made to a task that you are watching or have locked in order to work on it. Each notification will contain a link to the Partner Portal with a complete URL to take you to the specific task. If you are already logged into the Partner Portal in your browser you will be taken straight there, if not you will be asked to Login as normal, then taken to the appropriate page. 2015 NTT Communications All Rights Reserved 17
2.9 Task Actions When you have taken ownership of a task the actions available will change (Figure 2-11). Figure 2-11. Task page, where task is owned 2.9.1 LOG WORK This is the main action, where you log all activity you carry out on the task. You can upload a file, which will be attached to the main Ticket, and will be visible in the Customer Portal, the Partner Portal and the internal NTT Com Group system. If you Publish the update it will be visible in the Customer Portal and emailed to the related Customer Contacts (if the Ticket as a whole is published) and will be sent via email to related Partner contacts and NTT Com Group users. If you tick Continue Working the task will remain with you after you have done your update, otherwise it will be released and you will no longer be the locked user. 2015 NTT Communications All Rights Reserved 18
2.9.2 ASK QUESTION This action allows you to send a specific question to the Customer (or other related people) and await a response. Figure 2-12. Ask Question Action A question is handled very specifically in the Customer Portal, showing the question text and a box to provide a direct answer. The Customer can also reply to the question email, which has a specific ID in the subject to ensure the answer is associated to the correct question. This is important if you specify Set Task to Pending Response, as the task will then disappear from your list of tasks on the Support page and will not return until an answer has been received from the Customer, or after 7 days have passed - at which point the task will return and the question flagged as unanswered. If you wish to upload a file in support of your question, click the Browse or Choose File button (depending on your browser). A standard file selection dialog opens. Navigate to the file and select it for upload when the Ask Question button is clicked. 2015 NTT Communications All Rights Reserved 19
2.9.3 REDIRECT Redirect can be used to redirect the task to another team, if your Partner has multiple teams. Select the alternate team and enter a reason for the redirect. The task will then go from your team to the other team. Figure 2-13. Redirect Action 2.9.4 DELEGATE This is used to create a sub task to track a sub portion of the overall Ticket. Sub tasks can be sent to the Customer s NTT Com Group Support team, or to any of your Partner teams, including the same team that the parent is in. This is useful if you need to allow multiple people to work on different aspects of the Ticket at the same time or if you need to request something from NTT Com Group. You can provide a Due Date if required, which will show up on the Support page and will help to prioritize the task. You need to provide a Summary for the sub task. there is also an optional additional Details section if needed. If you select Set Task to Pending Sub Task, the parent task will disappear from your Support page until the sub task has been completed. See 2.9.6 below. Figure 2-14. Delegate Action 2015 NTT Communications All Rights Reserved 20
2.9.5 ASSIGN This is used to assign the task to a specific person within the team. This is useful if you have a single person assigning work, they would pick up all new tasks and assign them out to engineers as needed. Figure 2-15. Assign Action 2.9.6 COMPLETE TASK This is where you put your completion comment for the task. This will flag the task as complete and remove it from your list. If this is a sub task, and the parent task was set to pending sub task, then the action of completing this task will cause the parent task to be reactivated. An email will go to all contact in the team of the parent task saying it has become active and it will once again show up in the Support page. If this is the top level task, the xxx.1 task, then this will actually set the Ticket as Pending Closure. This will send an email to the Customer, asking them to confirm via the Customer Portal if the Ticket has been resolved. If they agree, the Ticket will be closed; if not the task will be reopened and sent back to your team. 2015 NTT Communications All Rights Reserved 21
Figure 2-16. Complete Action 2015 NTT Communications All Rights Reserved 22
3 Administrator Users 3.1 User Management All users can be managed from the Users page in the Partner Portal. 3.1.1 ADD A PARTNER USER Figure 3-1. Partner Ticketing Permissions The following table describes the ticketing permissions available to users: Permission Portal Admin (Includes Edit) Portal Edit Portal Ticketing Description Manage Partner contacts from the Users tab. See also Portal Edit. Can create and edit support Tickets Can view support tickets Table 3-1. Partner Ticketing Permissions 2015 NTT Communications All Rights Reserved 23
3.1.2 EDIT A PARTNER PORTAL USER The ticketing permissions can be changed for all existing users using Edit Ticketing Permissions option at any time after initial setup. Figure 3-2. Edit Partner Ticketing Permissions Team membership shows which team the user belongs to and which Customer support Tickets will be visible to them. 2015 NTT Communications All Rights Reserved 24