1. Pinnacle Data Structure Training www.tns.its.psu.edu

2. Log me in!! Pinnacle Test Instance: http://mypinnaclelogin.com/pennstatetest Pinnacle Production Instance: http://mypinnaclelogin.com/pennstate Username: PSU User ID (tal114) Default Password: pinnacle Will be Single Sign On soon

3. Pinnacle Who, What, Where WHAT are we giving the user WHERE is it at WHO owns / pays for it LOCATION SUBSCRIBER SERVICE One to MANY Relationship One to One Relationship

4. Pinnacle Order Type Pinnacle has two Order Types: ‘Inquiry’ Order Type These will be the incoming customer requests from the web page or other methods of input. ‘Standard’ Order Type This will be the order type for all other orders.

5. Pinnacle Service Types PINNACLE DEFINED SERVICE TYPES AUTH_CODECABLE_TV CENTREXCIRCUIT_PSU INFRASTRUCTURE_TRNETWORK TELEPHONYTOLL_FREE VENDOR_PROVIDEDVID_CONF_MAINT WIRELESS ACCESS TNS has 16 Service Types Service Now has 4 Service Types Pinnacle has 11 Service Types

6. Pinnacle Service Types  Why are these services?  Look back to the Pinnacle Triangle Someone Pays for it It is something we offer It has a location

7. Pinnacle Service Types AUTH_CODE The 7 digit codes that customers use to make long distance calls. CABLE_TV Three Flavors Single activated outlet in a building Building Level Service Residence Hall Service

8. Pinnacle Service Types CENTREX Verizon Centrex Phone Service at UP CIRCUIT_PSU Point to Point Infrastructure Path Copper, Fiber based 2PS, 4PS, PCFN, UPFA, OPP….etc...

9. Pinnacle Service Types INFRASTRUCTURE_TR This is the MySoft “Distribution Point” – Normally a Telecom Room Will hold the Equipment, Circuit Paths, Room Info such as card access, power, etc. Most physical work will take place on these orders.

10. Pinnacle Service Types NETWORK This order generates a Service Number with a Customer that is the bucket for billing charges to reside in. No physical work on these orders Doesn’t normally have operational tasks TELEPHONY VoIP Service and associated features.

11. Pinnacle Service Types TOLL_FREE 800 Service for PSU customers VENDOR_PROVIDED Circuits we buy from a third party Intercampus circuits, DSL, T-1 ect.

12. Pinnacle Service Types VID_CONF_MAINT Video Conference Room Service Only deals with the equipment in the room Customer Billing WIRELESS_ACCESS These are the individual AP’s only They have a Location, Service # and Subscriber.

13. Missing Services Where are Cable Wiring Services? Is considered Infrastructure and not a service Will be handled by an order Doesn’t have a Service Type, but will still be handled in Pinnacle.

14. Service Order Actions Actions What do we want to do with the order Add Move Change Disconnect Swap

15. Navigation User Role Menu Ribbon Sub Menu Actions

16. Order Header Fields System Driven FieldsUser Driven Fields Pre-OrderCategory StatusAssigned To Standard OrderAction Comment Script Work Status

17. Sub, Service, Location Subscriber, Service, Location Relationships Subscriber can have many services Services can have many locations Only one service at a location Only one subscriber per service

18. Contact and Dates Contact for order, Manually Entered Requesting Department is same as SUB Enter a Customer Due Date

19. Service Catalog Service Catalogs do a couple things Put Tasks on orders Put Inventory on Orders Put Charges on Orders Orders can have multiple service catalogs Look for a “Do” type catalog. These contain the tasks Add on Catalogs are used to attach Charge Codes and Inventory as indicated.

20. Tasks Tasks are the steps required to complete the Service Order. Tasks have a default Assignment Group Need to have Technicians assigned Task Dates Assigned Date – Can be manually entered by a Assignment Group Manager Scheduled Date – Driven by the Work Calendar Only Complete a task when finished to indicate to the next person it is ready

21. Task Properties Each task needs a Technician to allow the Workforce Activity to function Pick the Technician that has a “Technician Group” as a name. These will be the default ones applied initially Assignment Group Managers or delegates will reassign as appropriate Assigned Date can be applied here Tasks can also have a status assigned to them independent of the order status

22. Routing Routing is an additional way to include someone that is not in the task list More for awareness than need to perform work.

23. Cable Path Detail Cable path is the segment needed to support the service order There is only ONE cable path per Service Order Runs (Cables) go between Locations, no longer Distribution Points

24. Inventory Types of Inventory Commodities, Assets, Interconnects Stages of Inventory Memo, Reserved, Assigned, Installed

25. Features Features used on NETWORK and INFRASTRUCTURE_TR orders These are used to relate the various services and locations to the Network Can look at the Group number (Network Service ID) and see all the components

26. Charges Types of Charges Monthly (MRC) One Time (OCC)

27. GL Expense Accounts Add the Customer Budgets to this location Remember this is per order. TNS may pay for Infrastructure Customer may pay for services Could have different budges on several orders

28. QA and Billing Orders need to have QA performed before closing This is a roll up of all charges on the order and associated costs. There is a QA All button at the top that completes all QA at once

29. Notes and Attachments Notes can be entered on the order. They can be Private or Public Attachments can be placed on the order This should eliminate the need for the work order folders

30. Simple Orders Add a telephone for someone TELEPHONY or CENTREX Add a CATV Drop to a room CABLE_TV Add an 800 number for a department TOLL_FREE

31. Not so Simple Orders Add a Backbone for a customer NETWORK – Generates a ID and Billing INFRASTRUCTURE_TR: Performs the work to install the fiber connection and program router. Add a Redundant BB for a existing network INFRASTRUCTURE_TR Already have the ID and billing defined. Only need to add a new cable path and router configs.

32. Complex Orders Add Wireless to a Building INFRASTRUCTURE_TR Adds the connection into the Telecom Room from the Aggregate Switch and installs the wireless switches in the Telecom Room. Need one order for each closet where equipment is placed WIRELESS_ACCESS Every AP gets a order because it has a unique Location and Service Number.

33. Complex Orders Add a Video Conference Room NETWORK Creates a Network ID for a Video Conf LAN INFRASTRUCTURE_TR Installs the Backbone into the Building Telecom Room and installs a switch in the TR. VIDEO_CONF_MAINT Handles the equipment in the room and the billing of the charges to the customer.

34. Cable and Wiring Orders Create like other orders There is NO Service There is NO Location There are appropriate Service Catalogs to add the tasks as needed.

35. Workforce My Tech Activity What is waiting for you to do Tech Activity Where Assignment Group managers will go to assign work Its like a “Queue” (old term, let it go)

36. Workforce Work Order Assignments The orders you are the SRL Task assignments Tasks you need to complete on a order Complete when done

37. Order Examples Add a VoIP Move a VoIP Add a Private Fiber Circuit Add a Hub Only Maintenance Network

38. www.tns.its.psu.edu