tenrox workflow overview 200907

TenroxWorkflow Overview

April 13, 2023

Tenrox Workflow Overview

Tenrox Ticket/Workflow OverviewChange Management Request

Admin Change Request System/Data Change

Hardware/Software Request Hardware/Software Request

Human Resource Request User Add Request User Modification Request (includes User Organizational

Change module) User Remove Request

Information Request Information Request

Security Request Data Center Access Firewall Change Request Password Reset

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

•I need to update a user ID to access BPO returns administration•I need to update a user ID to view all accounts registered in the Sprint/Nextel store.•I need to remove CDM8932M from the Metro site•Add the following disclaimer to the detail page for the following offer on the Virgin site•Remove LG125 from STi Mobile site

Admin Change Requests

Admin Change Request Workflow

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

•Remove negative allocation from V4-119-192-10•PO # change on inbound ASN file•Please create a database process for loading sales orders to JDE to replace the file based methodology.•Update Suncom order File to allow additional characters in detail line•Credit card auto-apply incorrectly posting RB’s•Change name on STi Mobile Monthly Ship Advise Rpt•Set up ftp account for Cricket's new handset vendor Calcomp.•Request to setup Address Book Category Fields 4, 5, & 6, in JDE to support process change as part of Evavi implementation

System/Data Change Requests

Processes for System-Data Changes For System-Data Change tickets, it is vital to select

the correct Process to ensure the request is routed to the proper group for fulfillment

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

Documentation Tab

System/Data Change

Workflow

Tenrox SYDB 100 – System Changes

100System Solution

Development/Test

200User Acceptance

Testing

300Business Manager Approval

400Quality

Assurance Review

500Deployment Prep

600Deployment

700Post Deployment

Validation

999Complete

50Authorize

60Case Review

75ITPO Case

Review

800User Acceptance

Authorize: OriginatorCase Review: IT ResourceITPO Case Review: IT Process Owner (Manager)System Development: IT ResourceUAT: OriginatorBusiness Mgr Approval: Originator’s Approving ManagerQA Review: IT QA ResourceDeployment Prep: IT ResourceDeployment: Deployment ResourcePost Deployment: IT ResourceUser Acceptance: Originator

Tenrox SYDB 125 – Non-Code/Data Changes

125Non-Code/Data

Solution Development/

Test

225User Acceptance

325ITPO Approval

425Quality

Assurance Review

999Complete

50Authorize

75ITPO Case

Review

60Case Review

Authorize: OriginatorCase Review: IT ResourceITPO Case Review:System Development: IT ResourceUser Acceptance: OriginatorITPO Approval: O IT Process Owner (serves as Business Manager Approval)QA Review: IT QA Resource

Tenrox SYDB 150 – JDE Changes

350JDE Solution

Development/Test

450User Acceptance

Testing

400Quality Assurance

Review

500Deployment Prep

600Deployment

700Post Deployment

Validation

800User Acceptance

999Complete

50Authorize

60Case Review

75ITPO Case

Review

150Finance QA

250Finance Mgmt

Approval

Authorize: OriginatorCase Review: IT ResourceITPO Case Review: IT Process Owner (Manager)Finance QA: Finance AnalystFinance Mgmt Approval: Finance Mgr Approval (replaces Business Mgr Approval)(Credit Mgmt Approval): Credit and Collections VP approvalSystem Development: IT ResourceUAT: OriginatorQA Review: IT QA ResourceDeployment Prep: IT ResourceDeployment: Deployment ResourcePost Deployment: IT ResourceUser Acceptance: Originator

Tenrox SYDB911 – Emergency Changes

911Emergency

System Development/

Test911

Business Manager Approval

911Quality

Assurance Review

911Deployment

50Authorize

60Case Review

75ITPO Case

Review 911User Acceptance

999Complete

Authorize: OriginatorCase Review: IT ResourceITPO Case Review: IT Process Owner (Manager)System Development: IT ResourceDeployment: Deployment ResourceUser Acceptance: OriginatorBusiness Mgr Approval: Originator’s Approving ManagerQA Review: IT QA Resource

Hardware/Software RequestsThe 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)

• I need to order a new laptop• I need Visio installed on my PC• Any hardware or software upgrades

Common Scenarios that would use the Break/Fix Work Flow (A1b)

• AV Equipment requests for conference rooms (projector, flat screen monitor, etc.)

• Loaner laptop/PC while mine is being repaired• I need to have J.D. Edwards restarted on Bright21

Common Scenarios that would use the Loaner Work Flow (A1c)

• Toner Replacement• Copier/printer maintenance• My phone extension doesn’t display my name

correctly

Hardware/Software Requests

Hardware/Software Workflow

Choose A1a for normal work flow

Choose A1b for break/fix workflow

Choose A1c for loaner workflow

A1c A1a A1b

User Add Requests

Common Scenarios that would use the Work Flow

• John Doe will be starting on 11/12 and will need a NT user account created.

• New TEMP in DEPT 1397/138• Create Fourgen account bhiney granted "je",

"oemgr", and "readonly" access.• Create Provia Airtech account kbeyer for ROUSR

access.

The User Add request is used by Human Resources to request a NT user ID to

access the Brightpoint Network. This workflow is also used to request user IDs for

the warehouse staff that are requesting Endura or Provia ID’s but don’t’ require a

NT login to access these applications.

User Add Request Form

System Account Tab (Managers)

‘Bulk Load’ Tab (HR)

Hardware/Software Setup (Managers)

User Add Request Workflow

HR Initiate: HR Rep/VendorBusiness Mgr Approval: Hiring ManagerController Approvals for: JDE Evavi Endura FPP/PIM ICS BPLA JDEMaster Change: User AdministratorTelephony: IT Telephone ResourceHW Allocation: IT Hardware ResourceUser Acceptance: Hiring Manager

User Modification Requests

Common Scenarios that would use the Work Flow

• Please extend <userid> user access in J.D. Edwards to 12/1/2007• Please setup the following users with Tenrox user accounts, their

managers, and department have been included in the request.• Need Access to P12102 FORM W12102A with access to perform

global updates on exit row bar on JDE• Need Fourgen access to path 2, 3, 1, n, b• Need R98OWSEC added to my JDE menus.• Need Read/Write access to a folder on the J Drive• Need Access to any application (Provia, JDE, etc)

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.

User Modification Requests

User Modification Workflow

Initiate: Originator (HR Rep/Vendor for UOC)Business Mgr Approval: Originator’s Approving ManagerController Approvals for: JDE Evavi Endura FPP/PIM ICS BPLA JDEMaster Change: User AdministratorUser Acceptance: Originator

User Remove Requests

Common Scenarios that would use the Work Flow

• When employees, consultants, or temporary workers are no longer employed at Brightpoint.

The User Remove request is used by Human Resources to request the

removal of all network access in case of termination from the Brightpoint

Network.

User Remove Requests

User Remove Request Workflow

Initiate: HR Rep/VendorMaster Change: User AdministratorArchiving: IT ResourceQA Review: IT QA Resource

Information RequestsThe 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

• Need an update on Tenrox ticket• Kristi Beyer called to have Fourgen sessions killed• Fourgen is not registering the up and down arrow keys. This is not

related to one particular screen. This has been happening for 2 weeks now, and she needs to be able to move in Fourgen

• Need the GIS team to research issue for T-mobile

Information Requests

Information Request Workflow

Data Center Access RequestsThe 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

• Add Tim Harris to all IT Data Center and Data Center storage rooms.

• Remove John Simms access to all Data Center rooms• Brent Duke will need access to the Louisville Data Center

Data Center Access Requests

Data Center Access Workflow

Firewall Change RequestsThe Firewall Change Request is used to facilitate any changes needed to Brightpoint’s firewall.

Common Scenarios that would use the Work Flow

• Please add firewall rule to redirect incoming Sprint traffic to light2• Need to add IPs to existing rules #15, 16, 17• Edit firewall rules to allow 168.215.84.145 to resolve externally to

the internal ip address 172.18.96.76• Create new rule set for new Miami (MIA) Firewall installation• Allow new WFAPP servers to communicate with internal resources• Allow ADP to connect to select hosts via Citrix GoToAssist protocols

Firewall Change Requests

Firewall Change Request Workflow

Password Reset RequestsThe 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

• Need to have my NT password reset• Do not know my voicemail password, and need a new Password• Need to reset my password for GetPAID

Password Reset Requests

Password Reset Workflow