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Support.Avaya.Com Richard Schuman – Service Account Manager.

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Presentation on theme: "Support.Avaya.Com Richard Schuman – Service Account Manager."— Presentation transcript:

1 Support.Avaya.Com Richard Schuman – Service Account Manager

2 Access Requirements

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. User’s Login using the you signed up with and your password Login page If you do not already have a Single Sign-On, you must register on the Avaya Support Site.

4 SSO Registration –

5 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Register For Support Site Enter User Information Enter valid 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 Enter valid 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 Relationship with Avaya: Customers will need their sold to #. Relationship with Avaya: Customers will need their sold to #.

6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 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.https://sso.avaya.com 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.https://sso.avaya.com

7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 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

8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.  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 Operations Intelligence Suite (OIS) 8 REALIZE THE POTENTIAL OF YOUR AVAYA SOLUTION. INNOVATIVE SUPPORT.

9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Giving You the Information You Need 9 Easy to access information  Web-based solution  User sites and information  Easy to navigate site pages  Drill down reporting/capability Instant network oversight  Single glance view  Unified, real time dashboard  Zoomable map with customized information

10 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reducing Downtime 10 Full visibility into issue resolution  Incident detail  Time to resolution  Filter by incident type  Incidents by initiated Quickly see and react to issues  Incident status  Trending summaries and historical reporting  Closed incident detail

11 SR Creation

12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. User’s Login using your username and password Login page

13 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Self Service Feature: Create Service Request 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: EMEA: Canada /CALA: APAC Germany: Or on-line, by visiting: 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: EMEA: Canada /CALA: APAC Germany: Or on-line, by visiting: Once successfully logged in, the user will be welcomed.

14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 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. 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.

15 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Optional Search Example of using the don’t know either function refined by entitled products. Select your Product

16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Problem Details & Review Knowledge Base Returned Results The process allows the user to review possible solutions that may resolve the need to log an SR. Enter text in the Problem Details field to describe the issue or pose the question. NOTE: Red designates required entries Enter text in the Problem Details field to describe the issue or pose the question. NOTE: Red designates required entries Click on a specific solution to view. If the solution resolves your issue, click YES to stop opening the SR. Click NO to continue.

17 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Enter Additional Details User’s must select the appropriate option for Severity. Enter specific details regarding the issue you need to resolve.

18 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 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.

19 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 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.

20 Access Errors

21 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Access Errors  Submit an to  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


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