tenrox workflow overview 200907
DESCRIPTION
Workflow updateTRANSCRIPT
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