Opening a Services Request at Avaya Support

Report
Support.Avaya.Com
Richard Schuman – Service Account Manager
Access Requirements
Login page
User’s Login using
the email you signed
up with and your
password
If you do not already have a Single
Sign-On, you must register on the
Avaya Support Site.
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SSO Registration –
Register For Support Site
Enter User Information
Relationship with Avaya:
• Customers will need their sold to #.
• Enter valid email address and password and
all other required fields
• New visitors will need to be approved by their
Company Administrator to have their account
enabled
• The Avaya Access Admin Team (AAAT) can
approve requests where there is no Company
Administrator in place
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Register For Support Site
Pending Approval
Logging in to https://sso.avaya.com you
can see the registration status. It will
show “Pending Approval” until the
Company Administrator approves the
request. The Avaya Access Admin Team
(AAAT) can approve requests where
there is no Company Administrator in
place.
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Support.Avaya.com
Avaya Software Compatibility Audit (ASCA) Reports
Check Case Status
Communication Manager Compatibility Reports
Create On-Line Service Requests
Service Packs, SW Patches/Updates
Flash Product Training Demo
HealthCheck Reports
InSite Knowledge Base Searches
Manage Alarms Tool
Proactive Case Status Alerts
Update Site Contacts
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Operations Intelligence Suite (OIS)
REALIZE THE POTENTIAL OF YOUR AVAYA SOLUTION.
INNOVATIVE SUPPORT.
 Unified dashboard and
single web portal for
real time system status,
reporting and incident
management
 End-to-end view
of network operations
 Easy access to system
reports and tools
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8
Giving You the Information You Need
Home
Instant network oversight
 Single glance view
 Unified, real time dashboard
 Zoomable map with
customized information
Easy to access
information




Web-based solution
User sites and information
Easy to navigate site pages
Drill down reporting/capability
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9
Reducing Downtime
Incidents
Quickly see and react
to issues
 Incident status
 Trending summaries and
historical reporting
 Closed incident detail
Full visibility into issue
resolution




Incident detail
Time to resolution
Filter by incident type
Incidents by initiated
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10
SR Creation
Login page
User’s Login
using your
username and
password
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Self Service Feature: Create Service Request
Once successfully
logged in, the user
will be welcomed.
Select Service Request as indicated to open a Service Request
Select Parts Replacement as indicated to open a Parts Request
For login to the Support page, password, Sold Tos listed, need to change your
access type, request PLDS access or report PLDS related issues, please contact
Avaya IT Helpdesk:
US: +1 866 282 9248
EMEA: +44 1483 309800
Canada /CALA: +1 720 444 0130 APAC +65 6872 8700
Germany: +49 69 7505 1234
Or on-line, by visiting: www.avaya.com/partner-itss
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Select Sold-To
User’s should determine what is
needed. Default is I need to fix my
product which results in a Break/Fix
SR so be sure this is what you need
before populating the template and
hitting ‘Next’.
You can also order replacement
parts using this option.
Starting Point:
• If the Sold To (or address) is known, enter it in the
text “Find your Sold To” text box
• You must depress the Enter key on your
keyboard so that the Sold To number can be looked
up.
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Optional Search
Example of using the
don’t know either
function refined by
entitled products.
Select your Product
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Problem Details & Review Knowledge Base
Returned Results
Enter text in the Problem
Details field to describe
the issue or pose the
question.
NOTE: Red designates
required entries
The process allows the
user to review possible
solutions that may
resolve the need to log
an SR.
Click on a specific
solution to view. If the
solution resolves your
issue, click YES to stop
opening the SR. Click NO
to continue.
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Enter Additional Details
Enter specific details
regarding the issue you
need to resolve.
User’s must select the
appropriate option for
Severity.
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Review and Submit the Service Request (SR)
Review contact information as well as
all entries. If correct, hit submit. If an
attachment needs to be added, you’ll
be given an opportunity to do so after
you select Submit. If the visitor does
not want to submit the ticket, select
Cancel.
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Service Request has been Submitted
The SR # is created. This is the
SR that will appear in Siebel.
Depending on how the
template was populated, the
appropriate team will receive
the SR to work. You may now
add attachments to your SR.
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Access Errors
Access Errors
 Submit an email to [email protected]
 Provide a description of the problem you are
experiencing and any supporting screen shots that you
believe will help Avaya resolve the problem.
 Provide your contact information
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

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