Transcript Opening a Services Request at Avaya Support
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 #.
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•
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
Register For Support Site Pending Approval
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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.
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 8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
10
SR Creation
Login
page Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
User’s Login using your username and password
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 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Select Sold-To
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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.
Optional Search
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Example of using the don’t know either function refined by entitled products.
Select your Product
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.