Tenrox Complete Overview 2009

Tenrox Basics Application Overview June 10, 2010

Purpose and Agenda Review workflows and key functionality of the Tenrox Application ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1 hour Agenda Purpose Length

Your Opinion Counts! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is Tenrox ,[object Object],[object Object],[object Object]

Key Functions of Tenrox ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How to Access Tenrox Tenrox is accessible through a link on the Br.I.C.K. website on the left navigation pane.

How to Access Tenrox You may need to sign into the Brightpoint VPN and click on the Br.I.C.K. hyperlink to get to Tenrox depending on your location.

Logging in and Creating a Ticket ,[object Object],[object Object],[object Object]

Tenrox Ticket/Workflow Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Admin Change Requests The Admin Change Request is used when a change is needed to Brightpoint Online (BPO) or one of our customer hosted websites such as Sprint, Boost, Tracfone, Cricket or Metro. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object],[object Object]

System/Data Change Requests The System/Data Change workflow is used when you are requesting a system change to a BPNA application or modification to production data. This workflow also facilitates issues that require IT intervention to resolve. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Processes for System-Data Changes ,[object Object]

The table below was created to assist users in selecting the correct process:

Hardware/Software Requests The Hardware/Software request workflow is used when you need to request hardware, software, or equipment assistance, including technical assistance from the IT infrastructure team for UNIX, Windows, Telecommunication, Networking and Server support. Common Scenarios that would use the normal Work Flow (A1a) ,[object Object],[object Object],[object Object],Common Scenarios that would use the Break/Fix Work Flow (A1b) ,[object Object],[object Object],[object Object],Common Scenarios that would use the Loaner Work Flow (A1c) ,[object Object],[object Object],[object Object]

Hardware/Software Workflow ,[object Object],[object Object],[object Object],A1c A1a A1b

User Add Requests ,[object Object],Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object]

Hardware/Software Setup (Managers)

Decision Time! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],?

UA Review: Steps to take… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

User Modification Requests The User Modify Request is used when a change is needed to an existing Brightpoint user account. This workflow also facilitates requests for new user application ID ’ s for employees or temps that already have a Brightpoint account. If an employee or Temp leaves BPNA the workflow is used to request their access be removed. To ensure we have the correct authorization needed for J.D. Edwards system changes and requests, this workflow is used to update, add or remove functionality to any of the JDE menus or Groups. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

UM Review: Steps to take… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

User Org Change Requests The User Org Change Request is used when a current Brightpoint employee is transitioning from one organizational role to another. This requires all current user IDs and system access to be disabled, and then create new system IDs and access to reflect their new position. These requests are used to keep organizational and department charts up-to-date. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object],[object Object]

User Remove Requests ,[object Object],Common Scenarios that would use the Work Flow ,[object Object]

Information Requests The information request is used to document questions asked to the Tech Team or other IT departments. This workflow is not to be used to request work to be performed. Another ticket must be created once a reply has been sent to the Information Request. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object]

Data Center Access Requests The Data Center Access workflow is used to request access to the Data Center. All external resources that need access to the data center must be escorted by an authorized Brightpoint employee. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object]

Firewall Change Requests The Firewall Change Request is used to facilitate any changes needed to Brightpoint’s firewall. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Firewall Change Request Workflow

Password Reset Requests The Password reset change request is used to facilitate all password reset issues. The workflow is when users are locked out of Brightpoint systems, do not remember their current passwords, or have not reset passwords within the appropriate timeframe and can not access the application. Common Scenarios that would use the Work Flow ,[object Object],[object Object],[object Object]

How to create and Initiate a ticket ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How to Reassign Tickets ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How to Search for a Ticket ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

‘ My Entries’ ,[object Object],[object Object],[object Object],[object Object]

User Acceptance – the Forgotten Step ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Check Your Work List Frequently ,[object Object],[object Object],[object Object]

Compliance ,[object Object],[object Object]

Wrap-up ,[object Object],[object Object],[object Object],[object Object]

Tenrox Complete Overview 2009

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