Transportation Support Portal User Guide

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2 Walmart.com s Transportation Team uses a ticketing-based system. This user guide will provide tips and instructions on how to use the Portal. Getting to the TSP Internal Users External Users Table of Contents 1. Getting to the Portal Internal Users... 3 External Users Overview Features... 5 Menu Bar... 6 Home Button... 6 New Ticket... 6 My Open Tickets... 6 My Closed Tickets... 7 KnowledgeBase... 7 Search Using the Portal Updating a ticket from the Portal Updating comments via

3 Getting to the Portal Getting to the TSP Internal users You can access the Portal through the wire or by clicking here. Then, click on the appropriate link to get to the ticketing window. Internal Users External Users 3

4 Getting to the TSP External users To access the Portal, go to If you are already registered, enter your address and password to log in. If you are a new user and you were not given login credentials, click Register. Internal Users External Users After you click Register, fill out the required fields and click Submit. 4

5 Overview of the Portal Overview Features Menu Bar Home Button New Ticket My Open Tickets My Closed Tickets KnowledgeBase Search Features The Walmart Portal consists of the following elements: 1. New Ticket (see page 9 for details) 2. Menu Bar 3. Recent KnowledgeBase articles 4. Popular KnowledgeBase articles 5

6 Menu Bar Overview The menu bar allows you to quickly access the following: Features Menu Bar Home Button New Ticket My Open Tickets My Closed Tickets KnowledgeBase 1. Home Button 2. New Ticket 3. My Open Tickets 4. My Closed Tickets 5. Knowledge Base 6. Search Function Home Button This button will always display the Portal homepage. New Ticket This button will allow you to create a new ticket. My Open Tickets Search 6

7 My Closed Tickets Overview Features Knowledge Base Menu Bar Home Button New Ticket My Open Tickets My Closed Tickets KnowledgeBase Search 7

8 Overview From the Portal, support groups can provide information that can assist users with issues or questions. To view an article, click the hyperlinked article name. You will be taken to a screen with the following two categories: 1. Newest KnowledgeBase: These are the five most recent KnowledgeBase articles. 2. Recently Modified KnowledgeBase: These are the five most recently modified KnowledgeBase articles. Under these categories there will also be numerous subcategories that generally align with applications or functions within the application. ** Note: This KnowledgeBase is specifically for transportation-related issues and questions. It is not the same as the Supplier Center Knowledge Base. ** Features Search Menu Bar Home Button New Ticket My Open Tickets My Closed Tickets KnowledgeBase Search The search function allows you to search for keywords within a ticket or Knowledge Base article. The results will be displayed as a list. For example, to generate the list in the screenshot above, test was typed in the search box. To create a new ticket, click +NEW TICKET from the Quick Links or go to the Tickets section of the Menu Bar and click New Ticket from the drop-down. 8

9 Using the Portal Using the TSP To create a new ticket, click +NEW TICKET from the Quick Links or go to the Tickets section of the Menu Bar and click New Ticket from the drop-down. 1. Fill out the Subject field with a short description of the issue/request. 2. Select the Ticket Type from the drop-down. Choose the option that best fits the issue/request. The screen will take a second to reload. Once it loads, the fields specific to the Ticket Type you chose should appear. Please allow the screen to fully refresh. ** Note: Please DO NOT select the Other option unless there is no other option that could fit the issue/request. ** 3. Fill out all the required fields for the Ticket Type chosen. The Support Portal will provide prompts for required fields as well as special requirements for each field (i.e., integer only). 9

10 Using the TSP 4. In the Description, provide any information that will help us understand the issue/request. The more information the better. Some Ticket Types request specific information in the description. Please look closely to see if your ticket type requires specific information. Click to the right of a field with a colon and key the pertinent information. 5. If the Suggested Solutions do not solve the issue, use the add attachment link to attach screenshots/files that will help us better understand the problem. 6. Click Submit. 10

11 7. The ticket will be created and sent to Walmart. You can view the ticket details and comments, along with any attachments. Using the TSP 8. An will also be sent to the address of the person who files the ticket. An example of the is below. 11

12 Using the TSP Open tickets can be modified at any time to provide additional information to the Team, or can be closed if the issue is resolved. There are two ways to update tickets. The most reliable way is to log in to the Portal and modify ticket. Comments or replies to tickets can be sent through as well. Additional can also be entered via . Updating a ticket from the Portal 1. From the Tickets > My Open Tickets list, left-click on the ticket to modify it. 2. The ticket details will open. 12

13 3. To modify the ticket, click add comment. A new comment box will open allowing more attachments to be added to a ticket. Using the TSP 4. Click submit. ** Note: Don t modify a ticket that is already closed. Please open a new ticket and include the closed ticket number. ** Updating comments via 1. Reply to the most recent you ve received regarding the ticket by typing the above the link that says Please reply above this line. 2. Send the . 13

14 3. The ticket will then be updated with the most recent comment. Using the TSP 14

15 via Using the TSP 1. Reply to the most recent regarding the ticket. Do not change or add to the To address. 2. Type in the additional contact(s) in the CC field. (This is for internal Walmart only.) 3. Enter in the body of the Delete your signature and the From block above the Reply line (in the red box below). 5. Send the . 15

16 To add attachments to a ticket: Using the TSP 1. Click the add attachments link in the lower-left corner of the new ticket form. 2. Click Browse. 3. Select the file you want to attach. 4. Click Open. 5. The file should now appear as an attachment. To add additional attachments, click Add Another and follow the same process. 16

17 Using the TSP 6. To remove an attachment, click the Remove link. ** Note: Only click submit once you have attached all of the files you intend to send. ** 17