SPANISH MPS ORDERS - CURRENT PROCESS

Transcription

1 DRAFT SPANISH MPS ORDERS - CURRENT PROCESS EXECUTION GUIDE for OPERATORS Manual Process - Orders received and processed via ARGOS-OTRS Milan 31 JANUARY

2 KEYS of terminology adopted : Phase 1: ORDERS RECEIVEMENT How the Client Request s arrive to the Operator Phase 2: PREREQUISITE CHECK What are the complete INFO into a Client Request s in order to be processed succesfully by the Operator Phase 3: SUBSTANCE CONTROL Checking the contractual parameters which ensure sending of consumables to the Client. Effective sending. Phase 4:TICKECT CLOSURE Closure of the automatic TICKET assigned to each Client Request into the new TICKETING SYSTEM adopted to manage OEL MPS Orders processing. 2

3 Phase 1. Orders Receivement Phase 1. Orders Receivement -OTRS- How the Client Request s arrive to the Operator 3

4 Action 1. Phase 1: ORDERS RECEIVEMENT Access to OTRS with your personal login 4

5 Once in OTRS you can have a complete view of the system. On your left you have : Dashboard (a complete view of the system) Tickets (tickets from all the Countries) FAQ ( in case you have doubts, you can find also an OTRS Guide on line) 5

6 Action 2. In order to start working you have to choose your Queue. You click on the Queue view and, as you can see, all countries will be avaible (at this moment Italy, Spain, UK) 6

7 In the above example you can see at the moment, 38 Tickets for the QUEUE Solecitudes Espana of which : 34 in Incidencias Espana (Tickets for pending Requests that KAOS moved to OSIB who can/must close or remove them) The rest are new Requests that must be processed Soon will be made another Queue called «Contadores» containing only the counters. (to close into Requests pending of counters) Click on the Queue Solecitudes Espana and click on the first Request that you find in, at least you didn t received an with the counters from a Reseller. In that specific case you will begin with the counters...(it means that there s a pending Request in ARGOS). 7

8 The first thing to do in case you have the counters at the begining of the working day is to: 1. Lock the Ticket in order to avoid that two operators work simultaneously at the same Ticket. 2. Open the attachment 3. Create a note in OTRS with all the counters like in the following slides : 8

9 1.Lock the Ticket 2. Open the attachement 9

10 The Attached files.(1) You ll find inside the attachement Reports, Configurations with the necessary documentation to process an order (take the relevant data and past its into a TICKET NOTE ) A) CTRL+F and write in the Serial Number of the printer, B) sign in the number of the printed pages Colour and Mono and C) the date of the report. 10

11 3. Create a NOTE Copy the data that you have just written in the «Note» like in the following exemple. Once you finished to write all the S/N with the relative information, close the Note and keep the Ticket locked (in your management). To close the note, click on «Submit». 11

12 now you can go to ARGOS searching for the relative Request (via S/N) - Open the Note, copy the first S/N. - Go to ARGOS in the specific area «Pendiente contador» to process the Request ( See Phase 3, SUBSTANCE CONTROL ) 12

13 The Attached files.(2) You can also receive a Request with a Attachement the following page. In this case you have to insert the Order in ARGOS from the begining in the area «Formulario Peticion» instead of going in «Pendiente contador» if you have got the counters. At this point to go on with the process you have to ceck the completeness of the information PHASE 2. 13

14 Phase 2. Prerequisite check What are the complete INFO into a Client Request s in order to be processed succesfully by the Operator It s due that the Consumables Requests (pag.10-13) shall contain: - Number of contract - Serial number of machine - Ordered consumables - Updated current meters IMPORTANT: Except in cases that machines are in OKIPRINT, all the Consumables Requests shall be received with the updated current meters (always for ES3640E, ES3640PRO, ES3640PRO-MFP, ES3640 and ES3640L that can t be installed in OKIPRINT) 14

15 If some of the requested data (number of contract, serial number, ordered consumables) are not included in the Consumables Request you must move the Ticket in the Queue Incidencias Espana writing a Note with the issue of that request. If -regarding the current meters- the machine is in OKIPRINT but it hasn t been seen active for more than 7 days, KAOS send an to the Reseller asking actual data (Chose a template message from the Menu <REPLY>) if after 2 days KAOS has no answer, we move the Ticket to Incidencias Espana. If -regarding the current meters- the machine is not in OKIPRINT KAOS has to ask the Reseller the missing informations (he has 2 days to send the current meters..the same rule at the previous point..) If the contract ends in the next 30 days KAOS moves the Ticket in Incidencias Espana 15

16 So, step by step, in case you receive a Request without the needed informations in OTRS you must : (1) set the Ticket in Pending for 2 or maximum 4 hours waiting for the Reseller sends the missing data After the Ticket reaches the first pending time (2) without success you have to inform the Reseller (3) with the message that it s appropriate for that specific «Incident» if we don t receive anything within the pending time

17 Set the «Pending reminder» with the right data, hour and write in the «Text» the motivation of our action. 17

18 As you can see now the Ticket is in Pending 2. 18

19 So, if the counters are not received in 2 or 4 hours we have to communicate to the Reseller through an TEMPLATE (choose it from the Menu <<REPLY>> 3. The Reseller has two days of time to send you the missing data (2 pending time), in case he doesn t sends anything you must move the Ticket to «Incidencias Espana» and only OSIB can cancel the Request from ARGOS. 19

20 Phase 3. Substance Control Checking the contractual parameters which ensure sending of consumables to the Client. Effective sending. 20

21 With the first S/N that you have just copied from the «Note» (see pag.10) search it in «Pendiente Contador», there you will find the Number of Peticion that will correspond with a Ticket in OTRS. 21

22 Insert the S/N and click on «Buscar» - Search 22

23 The result of your research will be the following: The requested consumables correspond (belong) to the same «Peticion». Automatically ARGOS collects all the consumables related to the same Peticion (the same ID number) 23

24 Select all the requested materials by flagging them and insert the Counters: It s enough to select one voice among all «Insertar Contador» if you flagged all. 24

25 Select «Nuevo contador» 25

26 Have a look again at the S/N 26

27 a. b. Insert the counters,write in the correct date (e.g ) in «Fecha de Informes» (a and b). 27

28 Click on «Evaluar» and afterwards on «Guardar». 28

29 At this point your Request will be in «Pendiente Aprobacion» (automatically from the System) 29

30 at this point you have to perform the 4 main Analysis necessary to close succesfully an ORDER : -1. Stock - 2. Consumable Percentage - 3. Profitability - 4. Commercial 30

31 FOR final APPROVAL of the Request you must do 4 analysis. Only if all the analysis are OK you can click on Aprobar peticion 1. First Analysis : the consumables stock, for all the clients without exceptions, must be equal to 0 31

32 If the client has got stock and you ll try to approve the consumable, ARGOS will show a POP UP message and the stock MUST be modified by the Operator (if it s different than 0). This is the Pop Up regarding the Stock,in order to cancel the Stock of the client or reduce it,it s enough to write «0» in the field «Stock tras Aprobacion» and in this way you won t ship anything to the client and he will finish his stock : 32

33 2. The second analysis : the Percentage of requested consumables must be less or equal than 20%. What to check in OKIPRINT and How: Insert S/N and ENTER Select the machine 33

34 Here you have a complete view of the percentage of all the consumables of this printer: to be «valid» not more than 7 days before S/N Percentage of the toners Percentage of the drums,fuser,belt In case it s higher than 20% you must to move the Ticket in Incidencias Espana. 34

35 List of the Special Clients that can have the consumables sent even with a high percentage of consumables: BASSO ES9699 BASSO Egarsat DATA SOLUCIONES INFORMATICAS All the contracts on behalf of Logifashion OKINARES ONE2ONE International printer Replays (Nashua) Microlan Net by Net ES2061 Ayntamento de Lloret del Mar Disproin Pamesa For SDT Soluciones digitales de Toledo only, all is permitted 35

36 3.The third analysis: Profitability or Rentabilidad estimada The percentage showed in the column R. Estimada must be equal or higher than 10% IF: the percentage is negative you must move the Ticket in «Incidencias Espana»; If the percentage is, in any case, lower than 10% you must move the Ticket to «Incidencias Espana» 36

37 4.The fourth analysis: Commercial Analysis To do this, you must access to the excel file sended daily by OSIB and verify that PROPUESTA COLOR and PROPUESTA B&N is : << sin cambios >> (regardindg to the Contract) Actions to do : 1. Open any browser you prefer and type in: FTP:// and press «ENTER» This file can be used only if s of the current day or maximum the day before. Insert: Username kaos Password Kaos1$team 37

38 2. Select the first file called «Calculo Nuevas Tarifas_Oct2012.xls» and download it 38

39 once you have finished to download it, 3. open it and choose the page regarding «Calculo de tarifa por Cliente Final» 39

40 To make the Commercial Analysis you need to search and copy the «CIF cliente». Click on it (INFO)

41 Copy the CIF and search it in the Excel file like in the following exemple: In the bottom of the page in the area: Propuesta color and Propuesta B&N must be written «SIN CAMBIOS». 5. In case there s some number you must move the Ticket to «Incidencias Espana». 41

42 If the 4 analysis are OK, the Request must be approved: Flag the requested consumables and Click on «Aprobar Peticion» 42

43 If any of these 4 analysis is negative you have to put the Request in «Pendiente Autorizacion» and move the Ticket to «Incidencias Espana» and OSIB will reject if necessary the request. We won t do it. 43

44 How to move a Request in Pendiente de Autorizacion. *Flag the requested materials and click on <<Pendiente de Autorizacion>> and then «acceptar». 44

45 And again, ARGOS confirms you that the Consumables Request has passed to Pendiente Autorizacion correctly: 45

46 In this case, after you have moved the request on ARGOS in «Pendiente Autorizacion» you have to move the Ticket in OTRS in «Incidencias Espana» writing a «Note» with an explanation of this action. 46

47 If all the 4 analysis have been made and they are OK you must «Aprobar Peticion» in ARGOS and, finally, close the Ticket in OTRS. Remeber : In case you have received the counters from the reseller to «link» every «Peticion» «Parent» to the counter «Child». In case you didn t received any counter, and the request arrived directly from ARGOS in «Pendiente Aprobacion» or from the end user to close it «successfully» or «unsuccessfully». (see pag 51 and 52) 47

48 Select in the MENU on the left the option Pendiente Aprobacion (Pending of Approval) 48

49 You ll see the following Pop Up,click on «Aceptar» 49

50 With this last step you have finished to process the order in ARGOS. 50

51 Phase 4. Tickets Closure into OTRS Closure of the automatic TICKET assigned to each Client Request into the new TICKETING SYSTEM adopted to manage OEL MPS Orders processing. 51

52 Once that you have the corrispondent Number of Peticion from ARGOS go and search it in OTRS: 52

53 Select «Peticion procesada» 53

54 Cancel and choose the Reseller that has to be informed. 2. In Cc write the of the person in OSIB that has to be informed. 3. Cancel xxxxx and write the right Number of Peticion. 4. Choose «Closed Succesfully» in case you sent the materials to the client. 54

55

56 4. Finally,choose the next state of the Ticket and «Submit». 56

57 You can see that you have closed your Ticket (request) successfully. 57

58 In case you have to «LINK», once that you have the corrispondent Number of Peticion from ARGOS go and search it in OTRS: 58

59 After you click Run search youl ll see the following Ticket: Open the Ticket and lock it and click on link. 59

60 Now you have to link the Ticket that has got the counters for that Serial Number with the Ticket with the Request on behalf of the same Serial Number. 1 Write in the specific field the number of the Ticket with the counters for that S/N 2. Click «Search» 60

61 As you can see the system found the Ticket that must be linked. In order to link them you have to flag the Ticket: 61

62 Once you flagged it, from the bottom Menu in your left choose «Child» and then «Add links» and close

63 As you can notice we have linked the two Tickets. The «Child» is the Ticket arrived in contadores from the Reseller and the «Father» is the main request arrived directly from Argos to OTRS. 63

64 As we have said before, we have already placed our order in ARGOS. Now we have to close the Ticket in OTRS in the following way (in case of doubts have a look at pag.51 and 52): 64

65 After I finish to link all the Peticiones relative to that specific Ticket with the counters I simply close it writing in the text of the note «processed»: 65

66 How to process in ARGOS a REQUEST coming from End User In case we have to insert the order in ARGOS from the begining, you must to do in the following way: In the Consumables Area Formulario Peticion 66

67 Search the Contract Number (that you ll find on the Request arrived from the client pag 10-13) in the area Formulario Peticion.: Once checked that the Reseller and End user data are correct (with the ones of the received Consumables Request) Click on Siguiente : 67

68 Then, Check the Serial Number and the Model of printer, and select the consumable shipping address Reseller or Final Customer. After this, click on Siguiente : In case the shipping address is different KAOS shall move the Ticket to Incidencias Espana in order to OSIB register the change in the contract and make the changes in ARGOS. IMPORTANT : in no case the operator can change the address existing in ARGOS 68

69 Select the ordered consumables. Besides, in this screen you can see the last date when that consumable has been ordered. Click on Siguiente : (the lines coloured in red mean that there re less than 10 days the same consumable has been ordered, in that case we go on processing the Request and ARGOS we ll propose you 2 types of POP UP : - A) Contadores instanlado in date XXXXX go on PENDIENTE de APROBACION and AUTORIZACION - B) Generada N Peticion xxxxyyyy go on PENDIENTE de CONTADORES 68 bis

70 Finally add, just in case, any other Observations (such as time for delivery...) and Click on Generar Petición : 70

71 Once the Request is processed, ARGOS shows a message with the Request Number (Nº Petición). Here, the updated Current Meter can be processed (just if the printer is not in OKIPRINT). (If the printer is in OKIPRINT with exception of ES3640E, ES3640PRO, ES3640PRO-MFP, ES3640 and ES3640L, and it s updated correctly, ARGOS load the meters every day automatically. This process is managed by OSIB every day). 71

72 How to register the current meters if the printer is not in OKIPRINT or if it s not correctly updated in OKIPRINT (last LECTURE MORE THAN 7 DAYS before ): Select in the MENU on the left the option PENDIENTE DE CONTADOR (Pending of Current Meters) always searching for the Request using the Request Number (that ARGOS generated before): 72

73 Add new Current Meter: Nuevo Contador : 73

74 Then, process the total of pages printed in colour and mono, the date and click on Evaluate = Evaluar : Then «Guardar» OK 74

75 Click on Accept ( Aceptar ), answering to the question: Do you want to process a new current meter? Quiere asociar un contador nuevo? After you have inserted the current meters you will automatically find your Peticion in «Pendiente Aprobacion» and you must to follow the same flow from the page

76 More about ARGOS: The list containing blocked Resellers shall be updated by OSIB daily. In the case of the Reseller is blocked due to unpayment, the Consumables Request shall be processed as well and ARGOS shall show the following message: ESTE DISTRIBUIDOR TIENE BLOQUEADA LA ENTREGA DE CONSUMIBLES (= THIS RESELLER IS BLOCKED FOR CONSUMABLES REQUESTS): <<ACCEPT>>, and the Consumables Request is processed but blocked. 76

77 The status of the Consumables Request can be checked from the left option TODAS LAS PETICIONES (= ALL REQUESTS), using the Request Number: 77

78 Warehouse - Fidelity It s connected to ARGOS and receives the Approved Consumables Requests for shipment. Consumables Requests PICKINGS: 1. If they re processed before 12:00 a.m.- They leave within the same day. 2. If they re processed from 12:00 a.m. to 15:30 p.m. They can leave within the same day (but not sure). 3. If they re processed later than 15:30 p.m. They don t leave within the same day but the following one, EXCEPT URGENCIES. In the case of URGENCY, OSIB contacts to FIDELITY in order to push forward the shipment, although the Consumable Request has been processed out of time. Delivery time agreed from the Consumable Request if correctly received (without no incidence for processing) from 24 to 72 hours. 78

79 PART 2. More basic operations for the OTRS operators 79

80 Insights: In case you can t process a Request for any reason you have just to write a note in your Ticket and switch the operator or move it in «Incidencias Espana»; In case you don t have any counter and the Tickets that you have got are in «Pending of counter» you shall put the Ticket in «Pendiente», choose a date and an hour in which the Ticket should remember you that you are still waiting for the counters In case you receive mistankenly a Ticket in the wrong queue you have just to «move» it in the right Queue. If you want to «watch» a certain ticket in order to see how is going you have to click on <<Watch>>,when you don t want anymore to observe it it s enough to click again on the voice <<Unwatch>> from the Top Menu of OTRS If you have to merge two tickets because you have e.g two different requests from the same client/reseller you have to merge them (<<Vincular>>). You can also change << Responsible>> by clicking on the Top Menu of OTRS on that voice and choose the operator that should follow that ticket from that specific moment. 80

81 1. How to assign the TICKET to another OPERATOR In case you can t process a Request for any reason you have just to write a Note in your Ticket and switch the operator As you can see the Ticket is in my management, the following Slides will show you how to switch Operator 81

82 Add the «note», choose the «operator» and «Submit» 82

83 2. How to «change queue» In this case, the only thing that you have to do is: 1. Click on «move to» 2. Choose the right queue In case you move the Ticket to «Incidencias Espana» it would be better if you d write a «note» explaining the reason why you moved the Ticket in order to let know the next operator what he/she has to do. 83

84 3. How to «watch» a Ticket In case you need to see how an Operator is working or if you want to know for exemple how it has been closed you have to click on «watch» and you ll be able to track it. When you don t want to «watch» it anymore it s enough to click again on the voice «unwatch». 84

85 4. How to «merge» a Ticket Click on «merge» and the following page will open: 85

86 You can merge two Tickets because you have two requests for the same Serial Number. You have to write the number of the other Ticket that must be merged with the one that you need. 86

87 2. How to «change Responsible» The «responsible» of the ticket will receive all the updates regarding the operations that will be done with that specific Ticket. 87