iden Solutions Support Portal

Transcription

1 Topics Overview Registering an Account Logging On Provisioning a New User Account Managing a User s Account Submitting an Incident Request Viewing / Updating an Incident Request Incident Request Advanced Search Submitting a Part Request Viewing / Updating a Part Request Viewing Technical Documents Quick Find Topic Tree Hot Solutions, Top Questions and Best Bets Viewing SETS Viewing the Price Book Viewing iden Technical Training Courses Accessing the Compass Extranet Accessing Learning Management System (LMS) Resources Pages

2 Overview The iden Solutions Support Portal (issp) provides Users with access to support modules which includes bulletins, documentation, part requests, incident requests, technical support, training and SETS. The issp replaces the online tool known as MyNetworkSupport The issp provides many benefits, including an improved Customer experience with single sign-on to numerous tools, in addition to access to a new tool utilized to manage knowledge articles (examples: bulletins, technical documentation). The new tool has an intelligent search engine to assist Users in locating the desired information more efficiently With the migration from the MyNetworkSupport portal to the iden Solutions Support Portal (issp), new references to Information Technology Infrastructure Library (ITIL) terminology are utilized ITIL is a set of practices for IT service management (ITSM) focused on aligning IT services with the needs of business. The ITIL framework is based on a service lifecycle and consists of five lifecycle stages: service strategy, service design, service transition, service operation and continual service improvement 2

3 Registering an Account Transaction The iden Solutions Support Portal (issp) registration process is required for End User Customers only; Motorola Channel Partners must contact the applicable Partner Interaction Center (PIC) or Partner Administrator to register an account NOTE: Users with login credentials for MyNetworkSupport can utilize the current User ID and password to access the issp; it is not required to register a new account STEP 1: Click on 3

4 Registering an Account continued The New User Registration screen displays STEP 2: Complete the required fields NOTE: Required fields are denoted with a single asterisk (*). Fields denoted with two asterisks (**) are required for the USA and Canada only STEP 3: Click on 4

5 Registering an Account continued The Register - Accepted screen displays The requested User ID / Partner Key is established but not yet active. The User receives an within four (4) hours containing an activation code, User ID / Partner Key, and instructions for completing the activation process 5

6 Logging On Transaction STEP 1: Type the User ID in the User ID field STEP 2: Type the User password in the Password field STEP 3: Click on 6

7 Logging On continued The Home screen displays STEP 4: Proceed with desired action CAUTION: New User accounts must be provisioned upon first login attempt; failure to provision a User account results in restricted access to the issp For a detailed overview of provisioning a new User account, refer to the Provisioning a New User Account section of this module NOTE: User accounts created in MyNetworkSupport do not require provisioning in the issp 7

8 Provisioning a New User Account Transaction Upon first login for new Users, the following Home screen displays STEP 1: Click on The User can also access My Account > Provisioning Request from the Home screen to initiate or modify the provisioning request 8

9 Provisioning a New User Account continued The Access Request screen displays STEP 2: Select the desired module checkboxes in the Requesting Modules field STEP 3: Click on NOTE: No information is required in the Additional Information field. The User can type a current role and reason for utilization of the issp 9

10 Provisioning a New User Account continued The Provisioning Request is submitted The User s request is reviewed for approval by a local account representative. The User receives an notification after the request has been processed NOTE: The User s request can be cancelled by clicking 10

11 Managing a User s Account Transaction STEP 1: Select My Account > desired action (see below) My Sites: View all sites associated with the User s account My Profile: View the User s account details and provisioning attributes Provisioning Request: Submit a new provisioning request or view a pending request 11

12 Managing a User s Account continued My Sites NOTE: Each site represents a unique Mobile Switching Office (MSO). If any site information requires updating, including the addition or removal of a site, contact iden Technical Support 12

13 Managing a User s Account continued My Profile 13

14 Managing a User s Account continued Provisioning Request For a detailed overview of submitting a provisioning request, refer to the Provisioning a New User Account section of this module 14

15 Submitting an Incident Request Transaction For immediate assistance, contact iden Technical Support directly: United States Toll Free: International Toll Free: STEP 1: Select Incident Request > Create Incident 15

16 Submitting an Incident Request continued The Create Incident Request screen displays STEP 2: Select the applicable request type in the Incident Request Type: dropdown Incident Onsite Preventive Maint. Request for RA Request for Upgrade Information Request EFA Red Tag Proactive Detection Safety IA Related Implementation For an overview of Incident Request Type definitions, refer to the Resources section of this module 16

17 Submitting an Incident Request continued STEP 3: Select the applicable 3 rd Party Vendor in the 3 rd Party Vendor: dropdown if the request type is Request for RA NOTE: The 3 rd Party Vendor: dropdown is disabled if the request type is any value other than Request for RA STEP 4: Select the applicable site / Mobile Switching Office (MSO) in the Site: dropdown NOTE: The User s contact information displays in the Contact Info: field STEP 6: Type a Customer reference number in the Customer Ref No.: field if applicable STEP 7: Type a concise description of the issue / request in the Incident Request Title/Description: field STEP 8: Verify the desired priority level: Normal: The Priority: field defaults to Normal and cannot be modified; continue to STEP 9 High: Call iden SSC Technical Support; END PROCESS 17

18 Submitting an Incident Request continued STEP 9: Select the applicable product family in the Product Family: dropdown STEP 10: Select the product type in the Product: field STEP 11: Complete the template requirements in the Additional Incident Request Notes: field STEP 12: Click on 18

19 Submitting an Incident Request continued The Create Incident Request confirmation screen displays STEP 13: Click on Utilize the button to modify the issue / request details 19

20 Submitting an Incident Request continued The Confirmation screen displays A case number (Motorola reference number) is generated and displays in the Case Number: field 20

21 Viewing / Updating an Incident Request Transaction STEP 1: Select Incident Request > Search Incident 21

22 Viewing / Updating an Incident Request continued The Search Incident Request screen displays STEP 2: Type the Incident Request case number in the Case Number: field If the case number is unknown, utilize the available Advanced Search fields to locate the Incident Request For an overview of conducting an advanced search, refer to the Incident Request Advanced Search section of this module STEP 3: Click on 22

23 Viewing / Updating an Incident Request continued The Incident Request Search Result screen displays STEP 4: View the incident request details Information satisfactory: END PROCESS Update(s) required: Continue to STEP 5 STEP 5: Click on Utilize the button to export the search results to Excel 23

24 Viewing / Updating an Incident Request continued The Case Details screen displays STEP 6: Type the applicable update(s) in the Additional Incident Request Notes: field STEP 7: Click on 24

25 Viewing / Updating an Incident Request continued The case update notes are added to the incident request Incident request notes / updates can be viewed by clicking on History window in the Case 25

26 Incident Request Advanced Search Transaction issp > Incident Request > Search Incident The Advanced Search fields can be utilized to conduct a search for an Incident Request if the case number is unknown STEP 1: Type desired search criteria in the applicable Advanced Search fields Select the future utilization checkbox to save the search criteria for 26

27 Incident Request Advanced Search continued Saved Queries When selecting the checkbox, the User can type a query name and description in the Query Name: and Query Description: fields. Saved queries display in the bottom portion of the Search Incident Request screen for future utilization 27

28 Incident Request Advanced Search continued STEP 2: Click on 28

29 Incident Request Advanced Search continued The Incident Request Search Result screen displays STEP 3: Proceed with desired action 29

30 Submitting a Part Request Transaction STEP 1: Select Part Request > Add Part 30

31 Submitting a Part Request continued The Part Request - Header screen displays STEP 2: Select the applicable site in the Market: field 31

32 Submitting a Part Request continued The site shipping address displays STEP 3: Verify the shipping address in the Repair Product Will Be Returned To fields STEP 4: Click on 32

33 Submitting a Part Request continued The Part Request Cart screen displays STEP 5: Type the desired item number in the Part Numbers (one per line): field NOTE: Only one (1) item number can be typed per search; partial searches are allowed STEP 6: Click on 33

34 Submitting a Part Request continued The search results displays STEP 7: Select the applicable quantity in the dropdown next to the desired part number Quantity of one (1): Continue to STEP 8 Quantity greater than one (1): Proceed to STEP 9 34

35 Submitting a Part Request continued RMA Details for the selected part number display STEP 8: Type the product serial number in the Serial Number: field NOTE: The Serial Number: field is active only when the selected quantity is one (1) STEP 9: Select the shipping carrier in the Shipping Carrier field if known STEP 10: Type the waybill tracking number in the Airway Bill# field if known STEP 11: Type a description of the issue in the Reported Problems: field STEP 12: Click on 35

36 Submitting a Part Request continued The selected part is added to the User s Part Request Cart Repeat STEPs 5 12 for each additional unique item number 36

37 Submitting a Part Request continued If the quantity selected for any item is greater than one (1), the serial number of each unit must be inputted prior to submitting the part request Quantity of line is greater than one (1): Continue to STEP 13 Quantity of line is equal to one (1): Proceed to STEP 17 If additional item information is required (example: serial number), the displays in the Line# field adjacent to the item number icon STEP 13: Click on the applicable item number in the PartNumber field 37

38 Submitting a Part Request continued The Current Cart screen displays STEP 14: Type the serial number of the unit in the Serial Number: field STEP 15: Click on STEP 16: Click on 38

39 Submitting a Part Request continued The next line item displays in the Part#: field Repeat STEPs for each line item requiring additional information STEP 17: Click on 39

40 Submitting a Part Request continued The Checkout Review screen displays STEP 18: Click on Click on Request to modify the request details prior to submitting the Part 40

41 Submitting a Part Request continued The Confirmation screen displays with a copy of the package list; the RMA number displays in the Part Request Number: field STEP 19: Print a copy of the package list to include with the Part Request shipment 41

42 Viewing / Updating a Part Request Transaction STEP 1: Select Part Request > Search Part Request 42

43 Viewing / Updating a Part Request continued The Part Request Search screen displays STEP 2: Type the Part Request number in the Part Request#: field STEP 3: Click on If the Part Request number is unknown, utilize the available Advanced Search fields to locate the Part Request 43

44 Viewing / Updating a Part Request continued The Part Number Search Result screen displays STEP 4: View the Part Request details Information satisfactory: END PROCESS Update(s) required: Continue to STEP 5 STEP 5: Click on Utilize the on button to export the search results to Excel, or click to view the packing slip 44

45 Viewing / Updating a Part Request continued The Shipping Info Update pop-up displays STEP 6: Complete the desired updates NOTE: Only the shipping carrier and airway bill number can be modified on a Part Request; contact iden SSC Technical Support if additional updates are required STEP 7: Click on 45

46 Viewing / Updating a Part Request continued The Part Number Search Result screen displays NOTE: Contact iden SSC Technical Support if additional information is required 46

47 Viewing Technical Documents Transaction STEP 1: Click on 47

48 Viewing Technical Documents continued The Technical Documents screen displays The following options display: Quick Find: Conduct a search utilizing a question, statement, keyword, or solution ID Topic Tree: Conduct a search based on product Hot Solutions: Displays most popular solutions Top Questions: Displays most popular search criteria Best Bets: Displays most popular solutions Home: Returns User to the Technical Documents screen Search: Opens a new search screen Browse: Opens a new browse screen My Account: Update User account information NOTE: This is separate from issp User preferences Contact etech Support: Submit request to Technical Document site administrator STEP 2: Proceed with desired action 48

49 Viewing Technical Documents Quick Find Transaction issp > Technical Documents STEP 1: Type search criteria in the Describe your problem or enter solution ID field STEP 2: Click on 49

50 Viewing Technical Documents Quick Find continued Matching search results display in the Search Results field STEP 3: Click on the desired technical document To further refine the search results, utilize the Advanced Search options 50

51 Viewing Technical Documents Quick Find continued The selected technical document displays STEP 4: View the selected technical document Click on to begin a new search 51

52 Viewing Technical Documents Topic Tree Transaction issp > Technical Documents STEP 1: Click on next to the desired topic in the Topic Tree field The menu tree expands STEP 2: Click on the desired sub-topic To view additional topics, click on next to the desired topic 52

53 Viewing Technical Documents Topic Tree continued Matching search results display STEP 3: Click on the desired technical document To refine the search results, type additional keywords in the Describe your problem or enter solution ID field and click on 53

54 Viewing Technical Documents Topic Tree continued The selected technical document displays STEP 4: View the selected technical document Click on to begin a new search 54

55 Viewing Technical Documents Hot Solutions, Top Questions and Best Bets Transaction issp > Technical Documents STEP 1: Click on the desired technical document 55

56 Viewing Technical Documents Hot Solutions, Top Questions and Best Bets continued The selected technical document displays STEP 2: View the selected technical document Click on to begin a new search 56

57 Viewing SETS Transaction STEP 1: Click on 57

58 Viewing SETS continued The SETS screen displays STEP 2: Utilize the arrow buttons to move the desired sites to the Selected Sites field STEP 3: Click on The Message from webpage popup displays STEP 4: Click on CAUTION: Web browser pop-up blockers must be disabled for the iden Solutions Support Portal (issp) to properly view SETS 58

59 Viewing SETS continued The selected site SETS display in a new window STEP 5: Proceed with desired action NOTE: The latest version of Java is required to properly view SETS For an overview of utilizing SETS, click on Tutorial 59

60 Viewing the Price Book Transaction STEP 1: Click on 60

61 Viewing the Price Book continued The Price Book screen displays STEP 2: View the desired information Simultaneously press CTRL+F to conduct a word search within the document 61

62 Viewing iden Technical Training Courses Transaction STEP 1: Click on 62

63 Viewing iden Technical Training Courses continued The Motorola Solutions Radio Solutions website displays STEP 2: Click on 63

64 Viewing iden Technical Training Courses continued The iden Training Courses website displays STEP 3: Proceed with accessing the desired training course 64

65 Accessing the Compass Extranet Transaction The Compass Extranet can be accessed by authorized Users to view externally approved iden documentation and resources STEP 1: Click on 65

66 Accessing the Compass Extranet continued The Extranet Access Agreement screen displays STEP 2: Click on 66

67 Accessing the Compass Extranet continued The Welcome to Motorola Solution s Extranet screen displays STEP 3: Proceed with desired action 67

68 Accessing Learning Management System (LMS) Transaction Learning Management System (LMS) is a solution created for global Employee, Partner, and Customer learning. LMS provides Users access to courseware, documents, and data at any time from computers or mobile devices STEP 1: Click on 68

69 Accessing Learning Management System (LMS) continued The LMS My Homepage screen displays STEP 2: Proceed with desired action 69

70 Resources iden Technical Support: United States Toll Free: International Toll Free: iden Solutions Support Portal (issp): iden Portal Terminology: NOTE: This reference table compares terminology utilized on the MyNetworkSupport site with the corresponding terms utilized on the issp 70