REACH Call guide - unrwa.org Web viewREACH Support Call Guide. Annex 3. ... for example locked user...

Support Call GuideVersion 1.26/17/2015

1REACH Support Call Guide

Annex 3

Document Identification

Author Document Location (repository/path/name)

David Scruggs REACH Intranet

Version Status Date Classification

1.1 Released 21.04.2015 Internal Use Only

Revision History

Applies to Rev.

Date Author Change Description

- 15 Mar 2015 Initial DraftComplete redo 21 Apr 2015 Scruggs Rewrite of entire document1.1 22 Apr 2015 Scruggs Minor modifications1.2 17 Jun 2015 Scruggs Edited sections 2.3, 2.4 and removed Annex

References/Direct Sources

Date Author Reference

21.04.2015 Scruggs REACH Intranet Site (Hypercare Support – Procedures)

Document Approval

Name Title Date Signature


TABLE OF CONTENTS

SUPPORT CALL GUIDE................................................................................................................................. 1

1 PURPOSE OF THE DOCUMENT...................................................................................................4

2 PROCEDURE................................................................................................................................... 4

2.1 TICKET CREATION FOR INCIDENTS...................................................................................................42.2 TICKET PRIORITIZATION....................................................................................................................72.3 REACH SUPPORT GROUPS.............................................................................................................8

2.3.1 SAP Admin Team...................................................................................................................82.3.2 SAP Corporate App Team.....................................................................................................82.3.3 SAP DWH App Team.............................................................................................................82.3.4 SAP FIN Apps Team..............................................................................................................82.3.5 SAP Help Team......................................................................................................................82.3.6 SAP Integrations App Team..................................................................................................92.3.7 SAP PSM Apps Team............................................................................................................92.3.8 SAP SCM Logistics Apps Team...........................................................................................92.3.9 SAP SCM Procurement Apps Team....................................................................................9

2.4 REACH APPLICATION SUPPORT....................................................................................................102.4.1 Managing REACH calls.......................................................................................................102.4.2 Citrix Access Gateway.........................................................................................................10

2.4.2.1 Citrix Troubleshooting: ‘There are no apps’ message.................................................................102.4.2.2 Citrix Troubleshooting: Add your favorites apps..........................................................................11

2.4.3 Accessing REACH (SAP Production)................................................................................112.4.3.1 REACH User Management: New User Account, Account Modification, OiC, Account Deletion 122.4.3.2 Accessing REACH Troubleshooting: Resetting a password......................................................122.4.3.3 Accessing REACH Troubleshooting: Unlocking a User Account..............................................13

2.4.4 REACH Functional Issue.....................................................................................................132.4.4.1 REACH Functional Issue Troubleshooting: Issue/Error Details.................................................13

2.4.5 eTM Support.........................................................................................................................14


1 Purpose of the document

The purpose of these working instructions is to provide guidance to the Service Desk when receiving support calls from REACH users. This will also provide guidance to the 2nd level application support team that will be managing tickets in BMC.

Tickets created must be prioritized and categorized in order to be correctly routed to the appropriate technical resource for resolution.

Please note that this document will be updated and improved over the coming months as REACH support is more defined, so please review the history control of this document for new release to keep up-to-date on the current processes.

2 Procedure

The following procedure provides guidelines on how to open an incident in BMC. This includes assigning a caller ID, categories, adding notes and attachments and assigning to a user. If you know how to create tickets you do not need to follow this section and can jump straight to section 2.4 of this guide.

2.1 Ticket Creation for IncidentsThe following are the ticket creation activities in order to ensure that details have been captured and the ticket can be routed to the right REACH support team:

1. Identify the Caller ID for the ticket (this should be the REACH Super User as in the Annex of this document)

2. Classify all REACH tickets using the Service Name = REACH (ERP)

3. Identify the Category of REACH Incident (this information should be provided by the Super User)


4. Add the Description of the request/issue

Note: Please provide as much information as possible in this field to ensure that the support group that is assigned the ticket can start the investigations and troubleshooting.

5. Once the Description has been filled you can save the Ticket to generate a ticket number

6. At the bottom of the screen, click on the Show Record Details link


In the Records section of the ticket you can add additional information about the incident (you must have saved before this is active).

7. To add Notes or Research Information to the ticket click the icon on the Incident Details tab. This is used primarily for ticket management, not during the creation phase.

Note: You can expand the Report section by clicking the Icon on the right of the screen

8. To create a Work Order click the icon on the Work Orders tab9. To add an attachment to the ticket click the icon on the Attachments tab10. Click the Browse… button and locate the file to attach11. Click the icon to attach the file

Note: You cannot attach an email message. You must first save it in a Word or Text format before you can attach the file. If an email has an attachment, make sure to attach the attachment separately. Saving an email to word/text format does not save an attachment.

12. Based on the Category of the ticket you can assign it to the appropriate support team. Click the Assign To link

13. To assign the ticket to a support group, select the Group (P) option

14. Write ‘sap’ in the search field and then click the Search button


15. Select the SAP group associated to the related Category and click the OK button. Please refer to section 2.4.4 of this manual for more information on SAP Groups.

16. Click the icon to save the ticket.

You have successfully created and assigned a ticket to the 2nd level REACH support team!

2.2 Ticket PrioritizationIn order to ensure that the REACH Support Teams are working on incidents that are most critical to the Agency, the below priority matrix should be used.


2.3 REACH Support GroupsIn order to provide quicker and more defined support the REACH Teams have been structure in focus areas. This allows for the Help Desk to route tickets to the appropriate resources responsible for resolving incident and processing request.

Currently not all of the below REACH Teams are activated as we are in SuperCare support model. As REACH stabilizes over the support model will be updated to provide a more comprehensive support structure for the Agency.

All REACH users can contact ISD/ISO Helpdesk for Service Requests (User Management issues and requests, for example locked user accounts). These tickets should be assigned to SAP Help Team.

2.3.1 SAP Admin TeamThe SAP Admin Team is responsible for User Management. All requests for new account, account modifications, OiC requests and account deletions must be requested through the REACH Access Request Form. Please see section 2.4.3.1 for more information on this process.

2.3.2 SAP Corporate App TeamThis group is currently does not have any members. Please do not assign tickets to this group.

If you are not sure how to assign a ticket, or if there are not active support groups yet designated please assign the ticket to the SAP Help Team.

2.3.3 SAP DWH App TeamThis group is currently does not have any members. Please do not assign tickets to this group.


2.3.4 SAP FIN Apps TeamThis group manages the support of the Finance module of SAP.

Users that open tickets with the help desk for a finance issue should provide enough information such that the 2nd level application support team can start investigating the resolution. Any screen dumps, error codes or additional information should be provided and attached to the ticket as per the instructions in the Ticket Creation section of this guide.

2.3.5 SAP Help TeamThe SAP Help Team provides support for REACH basis. These services cover issues that do not fall under one of the modules (Finance, PSM, SCM & HR) such as;

Printing Access Issues


Role Issues (role not working as expected)

For any requests or issues on the above, please assign the ticket to this group.

2.3.6 SAP Integrations App TeamThis group is currently does not have any members. Please do not assign tickets to this group.


2.3.7 SAP PSM Apps TeamThis group manages the support of the Public Sector Management module of SAP. This module is broken into 2 key components:

Projects Budgets

Users that open tickets with the help desk for a PSM issue should provide enough information such that the 2nd level application support team can start investigating the resolution. Any screen dumps, error codes or additional information should be provided and attached to the ticket as per the instructions in the Ticket Creation section of this guide.

2.3.8 SAP SCM Logistics Apps TeamThis group manages the support of the Supply Chain Management module of SAP. This team is focused on the Logistics component of the SCM module.

Users that open tickets with the help desk for a SCM issue should provide enough information such that the 2nd level application support team can start investigating the resolution. Any screen dumps, error codes or additional information should be provided and attached to the ticket as per the instructions in the Ticket Creation section of this guide.

2.3.9 SAP SCM Procurement Apps TeamThis group manages the support of the Supply Chain Management module of SAP. This team is focused on the Procurement component of the SCM module.

Users that open tickets with the help desk for a SCM issue should provide enough information such that the 2nd level application support team can start investigating the resolution. Any screen dumps, error codes or additional information should be provided and attached to the ticket as per the instructions in the Ticket Creation section of this guide.


2.4 REACH Application Support

2.4.1 Managing REACH callsThe Help Desk will generally receive calls in two main areas:

Access (access management, user management) Functional (requests, incidents, problems, changes)

Classify all REACH tickets using the Service Name = REACH (ERP)

2.4.2 Citrix Access GatewayCitrix is a thin client that has been chosen by the Agency to access SAP and the REACH platform. All users that connect to REACH should do so through the Citrix Access Gateway at:

https://sap.unrwa.org/vpn/index.html

There is no launch icon to access REACH; it can be accessed by opening a browser and navigating to the above address. If users would like an icon they can create a favorite in the browser then drag and drop it to their desktop.

User credentials to log into the Citrix Gateway are the same as their network credentials (Active Directory).

If a user does not have Citrix installed on their computer, they will be prompted to download and install the application. A Citrix Installation Guide is available on the REACH intranet in the Procedures folder at the following address:

http://intranet1.unrwa.org/erp/REACH/Hypercare%20Support/Forms/AllItems.aspx

If they are unable to install Citrix, open a Service Request ticket and the ticket should be assigned to the Helpdesk group of the Field/HQ (i.e. JFO – Helpdesk, HQA - Helpdesk (may vary upon field office).

2.4.2.1 Citrix Troubleshooting: ‘There are no apps’ message

If they user accesses the Citrix Access Gateway and receives the following message:

There are no apps or desktops assigned to you at this time.

Then the user does not have an active Citrix account. Ensure the user provides the following information for the ticket:

First name Surname Network ID eMail

Then create a Service Request ticket and assign the ticket to the SAP HELP TEAM



https://sap.unrwa.org/vpn/index.html

2.4.2.2 Citrix Troubleshooting: Add your favorites apps

If the user has accesses the Citrix Access Gateway and there are no launch icons (SAPlogon VA) then they need to add them. This can be done by click on the ‘+’ sign on the left of the screen then selecting the launch items they would like on the Citrix Access Gateway desktop.

2.4.3 Accessing REACH (SAP Production)By clicking on the SAPlogon VA on the Citrix Access Gateway users will launch the SAP Logon Pad:

Users should click on the ECC – UEP – Prod – LogonGroup client to launch REACH production to perform their SAP related activities.

An Accessing REACH Production guide is available on the REACH intranet in the Procedures folder at the following address:




2.4.3.1 REACH User Management: New User Account, Account Modification, OiC, Account Deletion

If a user does not have a REACH account or would like to modify their existing REACH account to perform operational activities, they must follow the REACH Access Request Form process which can be downloaded from the REACH intranet in the Procedures folder at the following address:


The document should be completed and sent to the IT Helpdesk to create a Service Request, using the following steps:

1. Create a Service Request in BMC2. Add the Client ID of the user in the ‘REACH Access Request Form’3. Select the default value of Priority 4. If the user has specified that the request is

urgent, select the value of Priority 3.4. Select the Service Name: ‘Reach (ERP)’5. Select the Service Request Category: ‘SAP – Access request’ (sequence: 1100)6. Add the correct Description (‘New Account’ or ‘Account Modification’ or ‘Account

Deletion’)7. Add the Attachment ‘REACH Access Request Form’ to the Service Request8. Assign Service Request ticket to ‘SAP ADMIN TEAM’

2.4.3.2 Accessing REACH Troubleshooting: Resetting a password

If a user forgets their password they have the option to reset it themselves. They can do this by following the Resetting Your Password process which can be downloaded from the REACH intranet in the Procedures folder at the following address:


If the user is unable to see the ‘reset application’ after following the instructions, a ticket should be opened and assigned to SAP HELP TEAM.




2.4.3.3 Accessing REACH Troubleshooting: Unlocking a User Account

If a user has a locked account, it will need to be unlock by a system administrator. Please create a ticket with the following information:

Username Network ID

REACH Client UEP.100 (Prod) or UET.300 (Training) eMail

Create a Service Request ticket and the ticket should be assign to the SAP HELP TEAM

2.4.4 REACH Functional IssueREACH Functional Issues will be raised and communicated to the Help Desk by a REACH Super User. The SU will have already performed troubleshooting efforts and will provide all the relevant information needed to populate the ticket.

REACH Type

Issue Type Description Assignee groupSAP FIN Finance issues will be filtered by the HQA Finance

Team. They will initiate tickets directly with the Help Desk.

SAP FIN Apps Team

SAP SCM Procurement

Functional issues within the SCM Procurement will be opened by the SAP Super Users mentioned in the Annex section of this guide.

SAP SCM Procurement Apps Team

SAP SCM Logistics

Functional issues within the SCM Logistics module will be opened by the SAP Super Users mentioned in the Annex section of this guide.

SAP SCM Logistics Apps Team

SAP PSM Functional issues within the Public Service Management module will be opened by the SAP Super Users mentioned in the Annex section of this guide.

SAP PSM Apps Team

SAP HR Functional issues within the Human Resources module will be opened by the SAP Super Users mentioned in the Annex section of this guide.

SAP HR Apps Team

eTM eTM users use the eTM Help and use the support information provided on the website for questions/requests/issues

Send email to [email protected]

SAP BI/BO/BPC

For issues and requests on Reporting tools, please create a ticket with all relevant information including report names, access required, etc.

SAP Help Team

2.4.4.1 REACH Functional Issue Troubleshooting: Issue/Error Details

When a user encounters an issue within REACH and requests support from a Super User, they will be asked to provide details about the issue. This includes their User ID, Task


Executed and Transaction Code. This information can be found by clicking the arrow at the bottom right of the REACH transaction screen.

In order to identify the issue/error code ask the user should provide the name of the message text raised by the task they were executing and the error code obtained by clicking on the red button on the left side, as showed below.

2.4.5 eTM SupportThe eTM website enables all local staff to manage their leave requests and view their pay slips. The eTM website is available through the Intranet at:

http://intranet1.unrwa.org/SMS/Pages/default.aspx

The eTM site is also available through the internet at

http://etm.unrwa.org

There is an eTM Help page available at http://unrwa-etmhr-71.unrwa.org/help/Default.aspx. The Help page is only available from within the UNRWA domain. All user should first review the information on the eTM Help before contacting the Help Desk.

All queries and issues with eTM should be sent directly to [email protected]. If tickets are open in regards to eTM they should be assigned to the SAP HR TEAM.


mailto:[email protected]

http://unrwa-etmhr-71.unrwa.org/help/Default.aspx

http://etm.unrwa.org/

http://intranet1.unrwa.org/SMS/Pages/default.aspx

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