SEMO Online Helpdesk - User Guide SEMO 2012. Page 1
Table of Contents 1. REVISION HISTORY... 3 2. INTRODUCTION... 3 3. ACCESSING THE ONLINE HELPDESK... 3 4. LOGIN TO THE ONLINE HELPDESK... 4 4.1 Forgotten Password... 4 5. ONLINE HELPDESK HOME PAGE... 5 6. MY PROFILE... 5 7. SERVICES AVAILABLE ON THE ONLINE HELPDESK... 65 8. HOW TO LOG QUERIES VIA THE ONLINE HELPDESK... 8 8.1 How to log a general or formal query... 8 8.2 How to Log a Limited Communications Failure... 9 7.2.1 How to Log an LCF by providing an xml File... 9 7.2.2 How to Log an LCF by Completing an Online LCF Form... 11 9. HOW WILL I RECEIVE UPDATES FROM SEMO ON MY QUERIES... 21 10. HOW CAN I PROVIDE FURTHER INFORMATION TO SEMO ON MY QUERIES... 21 11. HELP... 21 APPENDIX LCF TRANSACTION NOTIFICATION FORM... 22 SEMO 2012. Page 2
1. Revision History Rev Date Notes Author Number 0.1 24/09/2012 First Draft Created SEMO CS 0.2 08/10/2012 Second Draft Published SEMO CS 0.3 07/11/2012 Third Draft SEMO CS 0.4 19/11/2012 Fourth Draft SEMO CS 0.5 21/03/2013 New services added, Transaction Notification Form changed SEMO CS 2. Introduction A SEMO Online Helpdesk will be available from November 9th 2012. The SEMO Online Helpdesk offers all stakeholders of the Single Electricity Market the ability to log General queries online 1. It offers all Participants in the market the ability to log general and formal queries online, as well as submit bid information during a Limited Communications Failures (LCF). This document details a brief user guide for the online helpdesk. SEMO would welcome any comments on this guide. Please email the Markethelpdesk@sem-o.com subject prefixed with Online Helpdesk User Guide. 3. Accessing the Online Helpdesk The SEMO Online Helpdesk can be found at the following link https://www.markethelpdesk.sem-o.com. We would recommend adding this link as a bookmark in your internet browser. An icon for the Online Helpdesk will also be available on the bottom right of the SEMO website homepage, as per image below. 1 Note, to access the Online Helpdesk, users must email the Markethelpdesk@sem-o.com requesting a password SEMO 2012. Page 3
In order use the SEMO Online Helpdesk, users must email the Market Helpdesk and request a password 2. The user name will be the user s email address. 4. Login to the Online Helpdesk To login to the SEMO Online Helpdesk 1) Enter your email address in the Customer ID box 2) Enter your password 3) Click Sign In (see figure 1 below). Figure 1: SEMO Online Helpdesk Login Screen 4.1 Forgotten Password If a user forgets their password they can click on the Forgotten your password link on the Online Helpdesk login page. They will be prompted for their customer ID (aka their email address). The system will send an automatic email response back to them with the password. If a user does not receive their password automatically we would ask them to please contact the Helpdesk by phone or email. 2 Note, this password is different to the password that is used to access the Dynamic Reporting section of the SEMO website SEMO 2012. Page 4
5. Online Helpdesk Home Page When a user logs into the Online Helpdesk they will land on the home page, see figure 2 below. Figure 2: SEMO Online Helpdesk Home Page 6. My Profile There are two sections detailed under My Profile as per the image below: In the Change contact details section, users have the opportunity to update/monitor the following pieces of information: a) First Name b) Second Name c) Email Address d) Contact Telephone Number In the Password Reset section, users have the opportunity to update their password to something more memorable. They will need to a) Enter their existing password b) Enter their new password c) And enter their new password again d) Click submit request SEMO 2012. Page 5
7. Services available on the Online Helpdesk The My Services section is accessible via the left hand navigation bar on the Online Helpdesk Homepage). The My Services section lists the service categories available to users (see figure 3 below). Figure 3: Sample list of Service Categories visible in the My Services section of the Online Helpdesk Each service category is broken down into a number of services (also known as query types). To expand the service options click on the plus sign to the left of the service category name. These services include both general and formal queries types. Please see figure 4 below for a list of services available. Service Category Change Request Change Request CRM CRM CRM CRM CRM Finance Customer Service Customer Service Formal Queries Formal Queries Formal Queries Formal Queries Fuel Mix Disclosure Fuel Mix Disclosure Fuel Mix Disclosure Services (Query Type) Central Market Systems SEMO Public Website Cancellation of Bids Credit Cover Increase Notice Credit Cover Query SRA Query Credit Cover Increase Notice VAT Online Helpdesk Stakeholder Meeting Data Query Dispute Required Credit Cover Query Settlement Query Annual Fuel Mix Results General Generator Attribute Pack SEMO 2012. Page 6
Fuel Mix Disclosure Fuel Mix Disclosure Fuel Mix Disclosure Fuel Mix Disclosure Funds Transfer Funds Transfer Funds Transfer Funds Transfer Funds Transfer Guarantees of Origin Guarantees of Origin Guarantees of Origin Guarantees of Origin Guarantees of Origin Guarantees of Origin Guarantees of Origin IT - Functional IT - Functional IT - Technical Publication/Timeline Rolling Fuel Mix Results Supplier Declaration Pack Supplier Fuel Mix Results Cash Collateral Draw Down Bank Details Bank Statements Cash Collateral Account Query Invoice Payment GO Certificates GO Export GO General GO Import GO Registration GO Request GO Transfer MPUD IT - Technical Type 2 IT - Technical Type 3 Market Development Market Development Market Development Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Pricing & Scheduling Registration Registration Registration Registration Settlement Settlement Settlement Settlement Settlement Settlement Settlement Settlement Training Requests Website Queries Website Queries Website Queries Website Queries Release Testing Digital Certificates Agreed Procedures Market Modeling Trading & Settlement Code Archive Data Request Ex Ante 1 - EA1 Ex Ante 2 - EA2 Ex Post Indicative - EP1 Ex Post Initial - EP2 LCF Submission with Attachment MIUN Under Test Query VTOD Within Day 1 - WD1 Authorised Persons Change of Unit Type Party Registration Unit Registration Archive Data Request Capacity Invoice Loss Adjustment Factors Market Operator Charges PIR Resettlement Statement Welcome to the Market Static Reports Alert Me Dynamic Reports Settlement Calendar SEMO 2012. Page 7
Website Queries Website Queries Uncategorized Helpdesk Query Web Services Web Content Figure 4: Screenshot of list of Services available by Category 8. How to log queries via the online helpdesk General and formal queries can be logged via the online helpdesk. Limited Communications Failures (LCF) can also be logged via the online helpdesk. Please see the following sections for more details. 8.1 How to log a general or formal query Please follow the steps below: 1) Select My Services from left hand navigation bar 2) Click the arrow beside the service category you are interested in 3) Click Raise Request or Support Me to the right of the service that you want to log (also known as query type) 4) Follow the on screen instructions. Please note, these will vary according to query type being logged e.g. when logging a general query you may be asked to complete a series of questions about your query or you may be asked to give details of your query in a free text box e.g. when logging a Digital Certificate, Type 2 communications or Type 3 communications query you may be asked to provide further details of the issue you are encountering and screenshots of error messages received e.g. when logging a Formal Query you may be asked to check that your formal query form is completed correctly and that it will be attached to the query 5) Click Submit 6) You will receive confirmation that your request has been logged (see figure 5 below as an example). SEMO 2012. Page 8
Figure 5: Sample request logged screenshot 7) The Your request has been logged screen is where you attach any supporting documents to your query. To do this: Click Browse Select document you intend to attach Click Click here to submit the file Note, you can submit more then one supporting document by repeating the steps above. 8.2 How to Log a Limited Communications Failure There are two ways that a Limited Communications Failure can be logged in the SEMO Online Helpdesk: 1) Log an LCF by providing an xml file 2) Log an LCF by completing an online LCF form Note; A completed transaction notification form must be faxed to SEMO after logging an LCF via the Online Helpdesk ROI: +353 1 237 0035 NI: +44 2890 707555 The transaction notification form is available in the appendix. All fields in this form are mandatory if any fields are completed incorrectly the LCF submission may be rejected. 7.2.1 How to Log an LCF by providing an xml File Before logging an LCF by providing an xml file, please call the operations hotline to indicate that you are going to do so (ROI: +353 1 2370573) SEMO 2012. Page 9
To log an LCF by providing an xml file 1) Go to the Online Helpdesk Home Page 2) Select My Services from the left hand navigation bar 3) Click the plus sign beside Pricing & Scheduling 4) Click on the button Support Me beside Pricing & Scheduling LCF submission with Attachment 5) In the Please provide details of your query enter a summary of the problem you are experiencing when trying to submit bids 6) In the What is the participant number in question if applicable enter your account ID e.g. PT_xxxxxxx 7) Click Next 8) In the resulting screen General Query Urgent should be selected 9) Click Submit 10) Once you click Submit after entering the query details, you will receive a message to say that Your request has been logged (Fxxxxxx) (see Figure 6). Figure 6: Request has been logged screen This reference number should be detailed on the completed Transaction Notification form that must be faxed to us once an LCF form has been submitted online. 11) The xml file is submitted in the Your request has been logged screen, in the File Attachment section. a) Click Browse b) Select the xml file you want to upload and click Ok c) Click Click here to submit the file 12) Screenshots of the error messages you experienced when trying to submit bids can also be submitted in the Your request has been logged screen, in the File Attachment section. a) Click Browse b) Select the screenshots you want to upload and click ok c) Click Click here to submit the file d) Note, more then one file can be uploaded if necessary. Simply click browse a second time and attach another file. SEMO 2012. Page 10
13) When an LCF has been submitted by providing an xml file, a completed Transaction Notification form 3 should be faxed to SEMO. The Transaction Notification form should include the following details: a) Reference number from the Your request has been logged screen b) Authorised Person s name, password and signature c) The completed Transaction Notification Form should be faxed to the following numbers: ROI: +353 1 2370035 and NI: +44 2890 707555 14) Once an LCF has been submitted by providing an xml file please follow up with a phone call to the operations hotline: ROI: +353 1 2370573 7.2.2 How to Log an LCF by Completing an Online LCF Form Before logging an LCF by completing an online LCF form, please call the operations hotline to indicate that you are going to do so (ROI:+353 1 2370573) To log an LCF by completing an Online LCF Form 1) Go to the Online Helpdesk Home Page 2) Select Limited Comms Failure on the left hand navigation bar 3) Select the relevant unit type from the drop down list (see Figure 7 below). Figure 7: LCF drop down list 7.2.2.1 Log an LCF for a Demand Unit To log an LCF for a Demand Unit a) From the drop down list select Demand Units (see figure 8 below) b) Enter the relevant Generic Details for your unit. Note the date must be entered as yyyy-mm-dd c) Enter the Forecast Details accordingly. To add another row in the Forecast Details section, click the grey arrow. To remove a line, click the blue x beside the row. To make a manual amendments 4 click the button and edit the Start Hr, Start Int, End Hr and End Int accordingly. d) Enter the Price Maker Details accordingly. 3 The Transaction Notification Form is included in the appendix 4 Manual Amendments are necessary when submitting commercial offer data for a Short Day. For short day (transition into daylight saving time), the values should span the following range, but should skip hour 2, interval 1 and hour 2 interval 2: start_hr= 1 start_int= 1 end_hr= 24 end_int= 2. SEMO 2012. Page 11
Figure 8: Demand Unit LCF Form e) When all sections are completed click Submit Request f) Once you have clicked Submit Request, you will receive confirmation that your request has been logged including the call reference number Fxxxxxxx (as per figure 9 below). g) This is the reference number that should be detailed on the completed Transaction Notification form that should be faxed to SEMO once an LCF form has been completed online. SEMO 2012. Page 12
Figure 8: LCF Submission Confirmation h) The screenshots of the error messages you experienced when trying to submit bids can be submitted in the Your request has been logged screen, in the File Attachment section. a) Click Browse b) Select the screenshots you want to upload and click ok c) Click Click here to submit the file d) Note, more then one file can be uploaded if necessary. Simply click browse a second time and attach another file. i) When an LCF has been submitted by completing an LCF form, a completed Transaction Notification form 5 should be faxed to SEMO. The Transaction Notification form should include the following details: a. Reference number from the Your request has been logged screen b. Authorised Person s name, password and signature c. The completed Transaction Notification Form should be faxed to the following numbers: ROI: +353 1 2370035 and NI: +44 2890 707555 d) Please follow up with a phone call to the operations hotline: ROI: +353 1 2370573 7.2.2.2 Log an LCF for a Generator Unit To log an LCF for a Generator Unit a) From the drop down list select Generator Units b) Enter the relevant Generic Details for your unit. Note the date must be entered as yyyy-mm-dd. c) Enter the Forecast Details accordingly. To add another row in the Forecast Details section, click the grey arrow. To remove a line, click the blue x beside the row. To make a manual amendments 6 click the button and edit the Start Hr, Start Int, End Hr and End Int accordingly. d) Enter the Fuel Type Selection appropriately. Type is either PRIMARY or SECONDARY. 5 The Transaction Notification Form is included in the appendix 6 Manual Amendments are necessary when submitting commercial offer data for a Short Day. For short day (transition into daylight saving time), the values should span the following range, but should skip hour 2, interval 1 and hour 2 interval 2: start_hr= 1 start_int= 1 end_hr= 24 end_int= 2. SEMO 2012. Page 13
e) Select the Generator Type from the drop down list f) Complete the rest of the form sections based on generator type. See figures below showing the form layouts. (See figures 9,10,11,12 & 13 below) g) When all sections are completed click Submit Request Figure 9 : Standard Price Maker LCF Form SEMO 2012. Page 14
Figure 10: PPMG Pump Storage Unit LCF Form SEMO 2012. Page 15
Figure 11: PPMG Energy Limited LCF Form SEMO 2012. Page 16
Figure 12: Standard Price Taker LCF Form SEMO 2012. Page 17
Figure 13: Variable Price Taker LCF Form h) Once you have clicked Submit Request, you will receive confirmation that your request has been logged including the call reference number Fxxxxxxx (as per figure 9 below). This is the reference number that should be detailed on the completed Transaction Notification form that should be faxed to SEMO once an LCF form has been completed online. i) The screenshots of the error messages you experienced when trying to submit bids can be submitted in the Your request has been logged screen, in the File Attachment section. e) Click Browse f) Select the screenshots you want to upload and click ok g) Click Click here to submit the file j) Note, more then one file can be uploaded if necessary. Simply click browse a second time and attach another file. k) When an LCF has been submitted by completing an LCF form, a completed Transaction Notification form 7 should be faxed to SEMO. The Transaction Notification form should include the following details: a. Reference number from the Your request has been logged screen 7 The Transaction Notification Form is included in the appendix SEMO 2012. Page 18
b. Authorised Person s name, password and signature e) The completed Transaction Notification Form should be faxed to the following numbers: ROI: +353 1 2370035 and NI: +44 2890 707555 f) Please follow up with a phone call to the operations hotline: ROI: +353 1 2370573 7.2.2.3 Log an LCF for an Interconnector Unit To log an LCF for an Interconnector Unit 1) From the drop down list select Interconnector Units (see figure 14 below) l) Enter the relevant Generic Details for your unit. Note the date must be entered as yyyy-mm-dd. m) Enter the Forecast Details accordingly. To add another row in the Forecast Details section, click the grey arrow. To remove a line, click the blue x beside the row. To make a manual amendments 8 click the button and edit the Start Hr, Start Int, End Hr and End Int accordingly. n) Enter the Price Curve Details. To add another PQ Pair, click the grey arrow. To delete a PQ Pair, click the blue x beside the row. o) When the form is completed click Submit Request. 8 Manual Amendments are necessary when submitting commercial offer data for a Short Day. For short day (transition into daylight saving time), the values should span the following range, but should skip hour 2, interval 1 and hour 2 interval 2: start_hr= 1 start_int= 1 end_hr= 24 end_int= 2. SEMO 2012. Page 19
Figure 14: Interconnector Unit LCF Page p) Once you have clicked Submit Request, you will receive confirmation that your request has been logged including the call reference number Fxxxxxxx (as per figure 9 below). This is the reference number that should be detailed on the completed Transaction Notification form that should be faxed to SEMO once an LCF form has been completed online. q) The screenshots of the error messages you experienced when trying to submit bids can be submitted in the Your request has been logged screen, in the File Attachment section. h) Click Browse i) Select the screenshots you want to upload and click ok j) Click Click here to submit the file r) Note, more then one file can be uploaded if necessary. Simply click browse a second time and attach another file. s) When an LCF has been submitted by completing an LCF form, a completed Transaction Notification form 9 should be faxed to SEMO. The Transaction Notification form should include the following details: a. Reference number from the Your request has been logged screen b. Authorised Person s name, password and signature 9 The Transaction Notification Form is included in the appendix SEMO 2012. Page 20
g) The completed Transaction Notification Form should be faxed to the following numbers: ROI: +353 1 2370035 and NI: +44 2890 707555 h) Please follow up with a phone call to the operations hotline: ROI: +353 1 2370573 9. How will I receive updates from SEMO on my queries Updates on queries logged via the Online Helpdesk will still be emailed directly to the person who logged the query. But, they will also be available on the call diary through the Online Helpdesk. To view the call updates: 1) Go to the Online Helpdesk Homepage 2) Go to Recent Requests 3) Double click on the relevant request 4) Click on Diary to see the updates on the call and click on Attachments as necessary for files attached to call 10. How can I provide further information to SEMO on my queries Users may need to provide SEMO with further information on queries that have already been logged. Users can update the query directly through the Online Helpdesk as follows: 1) Go to the Online Helpdesk Home Page 2) Double click on the request detailed under Recent Requests 3) Click the Update this Incident tab 4) Enter the update in the Update Incident or Update Request section accordingly 5) Attach supporting documents if necessary using the browse function 6) Click here to submit this update when finished 7) You can check that this update has been added by clicking on Diary tab and looking at the most recent update on the call Alternatively, users can email the update to the Markethelpdesk@sem-o.com referencing the call number. 11. Help If users are unsure about how to use the Online Helpdesk at any stage, the SEMO Customer Service representatives are happy to help. They can be contacted on: markethelpdesk@sem-o.com ROI: 1800 778 111 NI: 08000 778 111 International: +353 1 237 0468 SEMO 2012. Page 21
Appendix LCF Transaction Notification Form Please Note: All fields in this form are mandatory if any fields are completed incorrectly the LCF submission will be rejected. Section 1 From Party (Name): From Party Id: (eg PY_XXXXXX) Participant ID: (eg PT_XXXXXX) Resource Name: Resource Type: Section 2 Contact Name: Contact Number: Time of submitting call to Emergency Communications Phone: Section 3 Trade Date: Run Type: Date/time LCF effective from: Date/time LCF effective to: Section 4 The transactions, methods used and revised timeline for each communication are detailed below: Data Transaction Time Attempted Detail of Error Type 3 Type 2 Alternative Method Communication Please Tick Time Submitted Online Helpdesk Ref. No. Online Helpdesk LCF Form Submit xml file via Online Helpdesk Fax n/a Authorised Person (if being sent by a Party): Name: Signature: Password: SEMO 2012. Page 22