WELCOME TO ACE GROUP Table of Contents

Transcription

1 WELCOME TO ACE GROUP Table of Contents Introduction... 2 VDI s What are they, and why do we need them?... 2 Contacting the Help Desk... 2 Registering Symantec VIP... 3 Connecting to your ACE VDI via Web Browser... 4 Guidelines for Establishing Passwords ACE and ACE PRS... 7 Quest Password Manager... 8 Microsoft Lync... 9 Microsoft Outlook Setting your Signature in Outlook Guiding Principles Comprehensive Training and Additional Resources ACE Lingo ACE Global Village (AGV) Human Resources and Benefits Microsoft Home Use Program Restricted Use Agreement International Dialing... 17

2 Introduction Welcome to ACE Private Risk Services, a division of the ACE Group! We in IT are pleased to service your needs. The documentation we ve assembled here is designed to help ensure your IT transition into the ACE family is a smooth one. While we cannot promise there won t be some bumps along the way, our team is here to help get you connected, and we re dedicated to resolving any issues quickly and efficiently. The ACE Private Risk Services business unit is a division of ACE U.S. From an IT perspective, ACE Private Risk Services operates in dual environments. The ACE PRS environment houses our business applications, such as claims and policywriting systems, while the ACE INA environment is reserved for those systems offered by ACE at a global or North America level. For this reason, each user has been issued two sets of credentials. You will see these credentials referred to as ACEPRS and ACEINA credentials (credentials = Login + Password). The ACEPRS logon ID contains seven alphanumeric characters, and always ends with a numeric value; for example: PLNJLE1. This is used to get into your virtual desktop infrastructure, as well as PRS business systems such as policywriting, billing, and claims. The ACEINA logon ID contains six alphanumeric characters, and ends with a letter; for example: JLECHO. This is used for access to Outlook , Lync, ACE Global Village, Sharepoint, and PeopleSoft applications. For more help, check out the ACE Logon ID Reference on our IT onboarding site. Use your ACEINA password to access the site. VDI s What are they, and why do we need them? For a period of time, the vast majority of transitioning employees and contractors will retain their current personal computers and much of their access to Fireman s Fund systems. However, you will also need access to the ACE world, including Human Resources, business applications, , and much more. To make these dual environments possible, you will utilize a Virtual Desktop Infrastructure, or VDI, to access the ACE environment from your Fireman s Fund workstation desktop. The VDI will allow you to connect to ACE and log into the systems you need, while remaining logged in to the Fireman s Fund environment. It s like using two PC s at the same time, but without the additional equipment. You will continue to access Fireman s Fund systems the same way you did before. Contacting the Help Desk A dedicated staff is online and ready to support all former Fund personnel. In major locations, technicians are onsite to assist you with accessing the ACE environment from your existing Fireman s Fund equipment. Call the Help Desk at the Help Desk at Helpworks_ACE-FF@mfxroanoke.com (helpworks_ace-ff@mfxroanoke.com)

3 3 ACCESSING ACE Following is a step by step tutorial on getting into the ACE environments for the first time. Registering Symantec VIP 1. The application should already be installed on your workstation, please open it. You may access it via either your start menu or a shortcut on your desktop. 2. Next please open your web browser and go to: 3. Login with your ACEPRS logon ID and password (provided in a separate communication) 4. On the registration page, enter a Credential Name ; for example,[ Desktop]. 5. You will need to toggle back and forth between the VIP application and the registration page, copying the Credential ID and the Security Code into their respective fields on the registration page. 6. Click Submit. Your VIP application is now registered. 7. On subsequent accesses, you will only need to complete Steps 5 and 6.

4 4 Connecting to your ACE VDI Via Web Browser 1. Open your Web Browser (such as Internet Explorer), then navigate to the below address: 2. Once the page loads, choose HTML access on the right hand side as shown below 3. Enter your ACEPRS Logon ID and the Security Code from VIP Access on your Desktop. NOTE: if the security code countdown clock is nearing zero, wait for the code to change

5 5 4. You will be prompted to log into the domain. Your ACEPRS ID will be prefilled. Enter the password that was provided with your Logon ID. Please verify the domain is ACEPRS the first time connecting. If it is not, simply select ACEPRS from the drop down list, then click Sign In. 5. Upon your first login, you will be prompted to change your ACEPRS domain password. Your initial ( Old ) password was sent to you from ACE in a separate communication. This password must meet the criteria outlined in Guidelines for Establishing Passwords

6 6 6. You ll next be presented with a Pool List that will include only one choice: ACEFFUND. Please double click on this choice. 7. After a brief pause, Windows will display within your browser. You may receive a popup regarding VMWARE Blast; simply close out of it. The Ace Restricted Use Agreement will display on your screen. Click ok to proceed to Windows. You may minimize your VDI at any time to access your original desktop.

7 7 Guidelines for Establishing Passwords ACE and ACE PRS Establishing passwords using the following criteria will ensure you are in compliance with ACE Security Policy. The password must have the following characteristics: At least 8 characters long Has not been used in the previous 6 passwords for the same logon ID Does not contain your logon ID or full name Contains at least o 1 uppercase character (A through Z) o 1 lowercase character (a through z) o 1 numeric (0 through 9) In accordance with ACE security policy, while you will want to select a password that is easy for you to remember, you should avoid using anything someone else might guess or find out about you. Please do not include: Any part of your name Any combination of letters and/or numbers based on your date of birth, or the dates of birth of anyone in your family Your telephone number Any part of your home or work address Repeated smaller words, such as "Aceaceace1" If you mix upper- and lower-case letters in your password (4PuPpies), and occasionally replace letters with numbers (il0vemyd0g), you can create a password that is easy for you to remember but very difficult for someone else to guess. An effective trick is to think of a phrase that means something to you, and create your password from the first letter of each word. For example: I love to eat Oreo Cookies for breakfast ----Becomes---- Il2e0cfb Above, the word to is replaced by the number 2, and the O in Oreo is replaced by the number zero (0).

8 Quest Password Manager Password Manager allows self-service management of your ACEINA domain password (i.e., ACEINA\J9SICO) to reset or unlock them without having to call the Help Desk. Currently you must be on the ACE network via the local network or VPN to access the self-service site. Only LAN passwords for the ACEINA domain are supported, other systems will be added at a future date. To update your ACEPRS Domain password please see the section below. Registration (required) 1. Go to password.aceins.com (Recommend you save as a Favorite for future use) 2. Select the domain aceins.com from the drop down menu. 3. Type in your LAN ID in the user name box and enter the characters in the picture. Click Search. 4. Click My Questions and Answers Profile 5. Enter your current LAN ID password 6. Complete your Q&A profile by choosing and answering three questions of your choice 7. Click Finish when you have answered all of the questions. 8. Then click close this window to complete the registration. Using Password Self-Service (password.aceins.com) Once you have registered you can return to the password self-service web site and enter your LAN ID to perform the following functions: 1. Reset a forgotten password 2. Change your existing password 3. Unlock your account 4. Updated your question and answer profile 5. Change alert settings 8 IMPORTANT: if you have locked your account and do not have access to your workstation, you will need to use another person s workstation temporarily to access the website. You do not need a password to access the web site.

9 9 Changing your ACEPRS password Every 90 days, your ACEPRS password will expire and you will need to change it. To update your credentials on the ACEPRS domain simply hit Ctrl + Alt + Del and then select the Change a Password option. Input your current password, then the new one, followed by confirming it. Click on the arrow next to the last field and your password will be updated. Microsoft Lync Microsoft Lync, an instant messaging application similar to Lotus Sametime, has been set up for all new personnel. This application gives users the ability to ask quick questions via instant message, or to see if someone is available. A good introductory guide on how to use Lync can be found here. Lync can also be installed onto smart phones. Instructions for ios devices can be found here. Instructions for Android devices are located here. Signing Into Lync for the First Time Lync should automatically sign in when you log into your VDI. If it does not, please refer to Signing Into Lync for the First Time

10 10 Microsoft Outlook ( ) 1. Open Outlook via either the start menu or icon on your taskbar 2. At this point you ll be prompted for your password. Enter your password and Outlook should then connect and bring you to your inbox. 3. If Outlook opens and prompts you to configure your mailbox, please refer to Microsoft Outlook First Time Configuration Setting your Signature in Outlook ACE requires a standard signature format for all personnel within the organization. Click here for step by step instructions. If you need assistance navigating Outlook, check the Training site linked in the next section of this document. NOTE: The following wording is also required in your signature block: This was sent by ACE Private Risk Services, now proudly servicing your current Fireman s Fund personal insurance policy. Below is an example of a properly formatted signature block: This was sent by ACE Private Risk Services, now proudly servicing your current Fireman s Fund personal insurance policy.

11 11 Guiding Principles Beginning Day 1 of the transition, ACE will require the following with respect to usage: Any new s authored by you should originate from your ACE address (Outlook). For s that were sent to your Fireman s Fund account prior to Day 1 and require a response, you should forward manually to your ACE account and respond on behalf of ACE. Any received in your Fireman s Fund box, beginning Day 1, should be automatically forwarded to your new address at ACE. See below instruction to set automatic forwarding. Additionally, Fireman s Fund requires that you take certain steps within your Lotus Notes account to conserve space. For full documentation, see Lotus Notes Requirements Lotus Notes: Creating a New Mail Rule for Forwarding **Depending on the version of the Lotus Notes Mail Template, the menu name in Step 1 will be either Tools or More. The template version will also dictate the Theme Style. Some of the screen captures below may look different for some users but the options are all the same. 1. While in the Lotus Notes Inbox, select either the Tools or More menu then choose Mail Rules. 2. To create a new Mail Rule, select the New Rule button.

12 3. From the Specify Conditions section of the New Rule screen, choose All Documents from the drop down menu then select Add From the Specify Actions section of the New Rule screen, choose Send Copy To from the drop down menu.

13 13 5. Enter the Forwarding address in the To: field then select Add Action. 6. Select OK to save the new Mail Rule.

14 7. The new Rule will appear in the list of Mail Rules. By default it will be enabled. To disable or enable, highlight the Mail Rule then select the Disable or Enable button from the toolbar at the top of the Mail Rule screen. 14 OVERVIEW As of April 1 st, 2015 all new APRS claims employees will be receiving new ACE Group accounts. You will be able to access this new account via your remote desktop session (along with other ACE related applications). To ensure a smooth transition as it relates to ongoing communication and documentation on active claim files, please make note of the following scenarios: A - Existing Claim Outbound The expectation is that all new outbound messages on existing and new CHIEF claims will be sent via your new ACE Group address. If the new outbound e- mail needs to be filed in the corresponding claim file within FileNet, please follow the below steps: Address for Indexing: Simply, forward the sent (with or without attachments) from your ACE account to the FFIC address FileNetPI@FFIC.com as shown below: *Note you will no longer have the below forwarding and indexing options as you did within Lotus Notes: Indexing Instructions: Within the body of the message, you will need to provide indexing instructions for the and each attachment as follows:

15 15 a. You will need a Document Description b. Document Type should be Document Category c. Document Title should be Document Subcategory Below are the valid Category and Sub Category Listing by Claim Line * Note you will no longer have the below indexing instructions form:

16 16 OTHER TOOLS Comprehensive Training and Additional Resources Our training site contains help on navigating business applications, as well as training for Outlook, Sharepoint, and Microsoft Office. In addition, you will find links connecting you to a wealth of informational resources designed to help acclimate you to the ACE experience. This is a site worth bookmarking! ACE Lingo If you have some free time and want to learn some key terms used in the ACE environment check out this link: ACE Global Village (AGV) ACE Global Village is ACE s social intranet. You will want to explore it in your first weeks here. It s quite similar to Facebook and other social media sites you probably already know. Your AGV Profile Set up your profile here: o Tutorial guidance on how to set up your profile and more : AGV Getting started tutorial ( Human Resources and Benefits Being connected with Human Resources can be very beneficial to you during your time at ACE. The US Human resources site can be found here ( It includes many helpful links that include valuable information. Microsoft Home Use Program Microsoft offers huge discounts on some of their most popular products. To learn more about what is available and on how to order these products for home use, visit this link (

17 Restricted Use Agreement When you are logging into your computer, the Restricted Use Agreement is the final screen you agree to prior to opening up your desktop. There is a lot of important information on this screen and if you'd like to review it again, a copy of the Agreement has been made available on AGV. Click here to access the Restricted Use Agreement. 17 The Restricted Use Agreement references the Electronic Communications and Data Security Provisions. Click here to access the ECDS Provisions. If you have any questions, you can reach out to Global Compliance. International Dialing For a guide to international dialing, click here.