Telstra Business & Enterprise - Enrolment Guide...Telstra Managed Service Desk online across your contracted products and services for Incidents, Service Requests and How To Support.

Managed Services Online

Enrolment Guide

Application Enrolment and Managing Users

October 2013

Managed Services Online, User Guide, Version 1.0

© Telstra Corporation Limited (ABN 33 051 775 556) 2012. All rights reserved.

This work is copyright. Apart from any use as permitted under the Copyright Act 1968, information contained within this manual cannot be used for any other purpose other than the purpose for which it was released. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the written permission of Telstra Corporation Limited.

Trademarks Acknowledgement

Words mentioned in this book that are known to be trademarks, whether registered or unregistered, have been capitalised or use initial capitals. Terms identified as trademarks include Cisco®, Microsoft®, Microsoft Windows®, Apple®, AirPort®, Mac®, Linksys®.

January 2012 Page 2 of 24

WELCOME TO MANAGED SERVICES ONLINE! Managed Service Online (MSO) is the fast, easy and simple way to manage your Telstra Managed Products & Services. MSO allows you to interact with your Telstra Managed Service Desk by enabling you to lodge and track Incidents online for your contracted Products and Services.

This guide will help you navigate and complete critical tasks to benefit your business and provide tips to better utilise the application.

Need more support?

Information is available online at Your Telstra Tools, Help and Resources tab, where the MSO User Guide is located including Frequently Asked Questions. You may wish to contact your Telstra Managed Service Desk via phone, where consultants can assist you in using and navigating through the application. The consultants have access to view the same screen as to which you are having difficulty, and can either assist you in completing the task, and/or identify a fault and manage that on your behalf. You can also contact us via Online Chat or email.

Conventions used in this Guide

The following typographical conventions are used in this guide for simplicity and readability:

Web addresses, e-mail addresses and hyperlinks are shown in bold italics, for example www.telstraenterpr ise.com.au.

Button names and titles/features on your computer screen are shown in italics.

User input is shown in typewriter font.


TABLE OF CONTENTS SECTION 1 MANAGED SERVICES ONLINE OVERVIEW ....................................................................... 5

WHY USE MSO? ....................................................................................................................................................... 5 OVERVIEW OF YOUR TELSTRA TOOLS ........................................................................................................................ 5 MAINTAIN YOUR CONTACT DETAILS .......................................................................................................................... 8

SECTION 2 YOUR TELSTRA TOOLS ENROLMENT ............................................................................... 9 AR REGISTRATION OF NEW YOUR TELSTRA TOOL USERS .......................................................................................... 11

SECTION 3 ENROLMENT TO MANAGED SERVICES ONLINE ............................................................. 13 ENROLMENT TO MANAGED SERVICES ONLINE (SINGLE USER) ................................................................................ 13 ENROLMENT TO MANAGED SERVICES ONLINE (MULTIPLE USERS) .......................................................................... 17 MANAGING YOUR APPLICATIONS ........................................................................................................................... 21

SECTION 4 MORE INFORMATION ................................................................................................. 22

RESPONSIBILITIES ................................................................................................................................................. 22 USER ROLES ......................................................................................................................................................... 22

YTT User Roles ..................................................................................................................................................................... 22 MSO User Roles .................................................................................................................................................................... 23

COMMON QUESTIONS ........................................................................................................................................... 23


SECTION 1 MANAGED SERVICES ONLINE OVERVIEW

Managed Services Online (MSO) is the fast, easy way to manage your Telstra Managed Products and Services. MSO allows you to interact with your Telstra Managed Service Desk online across your contracted products and services for Incidents, Service Requests and How To Support.

You may use MSO in addition to communicating with the Service Desk by phone, SMS, fax or email.

WHY USE MSO? Managed Services Online offers:

• Convenience: You have online access ticket, and knowledge articles as you need

• Accessibility: MSO gives you around the clock access to your Telstra Managed Services Desk

• Productivity: Save time with unrestricted access to online services

• Self Help: Reduce the time and need to call the service desk for routine and common enquiries

Features include:

• Create and track active incidents

• View closed incidents and re-raise or duplicate tickets

• Track and view service requests

• Dashboard of tickets including ability to create your own watchlist

• Precise search function to locate raised tickets

• Ability to search, view, print and share Knowledge Articles for How To Support

• Individual log-in directly mapped to services and authorisation level assigned

• Pre-population of personal and service details to help lodge incidents quickly and accurately

• Access optimised for iPhone, iPad use whilst on the go

• Intranet (Widget) access option to meet specific Company IT specifications and policies

OVERVIEW OF YOUR TELSTRA TOOLS

MSO is an application within the Your Telstra Tools (YTT) section of the Telstra Enterprise website (www.telstra.com.au/business-enterpr ise).

Your Telstra Tools (YTT) is a secure online portal that will help you manage your Telstra accounts and services in one place for greater ease and simplicity. You can place and track orders, manage accounts, view and pay invoices, manager your network service, analyse usage and trends – all with less time and effort.


Figure 1: Your Telstra Tools Home Page

Help and Resources, provides access to Your Telstra Tool and Application support content including User Guides and FAQs.

Your Profile allows users to manage your profile and user settings across all applications. Your Profile section maintains Your Details, display, notifications and quick links.

Via this page, if you can administer user access and authorised representatives can manage user enrolments.


Figure 2: Your Profile Page

You can elect to receive notifications by channel of choice for different types of changes.

Select Notifications and Alerts, and then select from available options for the relevant application. MSO notifications via email and SMS, provide status updates to users as tickets progress through to completion. You can always track ticket progress online via MSO.


Figure 3: Notifications

MAINTAIN YOUR CONTACT DETAILS

It is important that you maintain your contact details as many functions in Your Telstra Tools rely upon these

To do this click on Your Profile and Change Your Contact details within Your Details

You can change your password at any time click on Your Profile , Your Details and Change Your Password

If you forget your password you can reset it online click on the forgotten password link on the login tile at (www.telstra.com.au/business-enterpr ise).


SECTION 2 YOUR TELSTRA TOOLS ENROLMENT

Your Telstra Tools is an over arching place for various Telstra applications to reside. You need to be registered to use Your Telstra Tools to then access Managed Services Online.

You will be registered within an online hierarchy associated with a corporate Telstra billing account. The manager of the online hierarchy is called an Authorised Representative (AR). The AR is responsible for payments against the billing account and is usually the person who registers other online users for online services.

The AR may register an Administrative User/s to act on his behalf to manage the other users (called Online users) within the hierarchy, or he may choose to do this himself.

ARs can self-register online via the Register Now link on the login tile displayed on the TE&G web site at www.telstra.com.au/business-enterprise/. Once registered, the AR can access Your Telstra Tools to register other users in his online hierarchy.

Those users will receive individual emails containing details on how to complete their registrations and gain access to Your Telstra Tools. All registered users access Your Telstra Tools via the login tile at www.telstra.com.au/business-enterprise/

To register for online services as an AR, you can

1. Access the Your Telstra Tools login panel from the Telstra Business & Enterprise website (www.telstra.com.au/business-enterprise/);

Figure 4: Business and Enterprise Site


http://www.telstra.com.au/business-enterprise/



2. Click the register now link; 3. Enter the billing Account Number for the services you wish to access via the online systems and click the Submit button.

If the account entered is not a TE&G corporate account, you will be transferred to the applicable Telstra web site where you can register for the relevant online services (ie Telstra Business or Personal).

4. The system validates the account number and, if successful, you will be asked to supply details in the relevant fields and click the Submit button.

The required details are: Legal company name First and last name of applying AR Work phone number format (10 digits) Email address.

The system confirms your name, displays a “thank you” page, and sends you a welcome email with details about our online services. We use your recorded contact details for the email. If you are not the AR for the billing account you have quoted and an AR is recorded in our systems, then you will be provided an option to send a message to the AR, asking them to register you as a subordinate within their online hierarchy. If there is no AR recorded in our billing systems, you will not be able to register for online services against the account and will receive an error message. You should contact Telstra Customer Access Team (CAMS) to resolve this scenario by :

• phoning 1800 017 353

• emailing [email protected] or

• clicking on the livechat link on relevant registration pages

As a validated AR, you may then choose the method by which you will log into our online services including YTT in future – either:

Username, Business ID and Password – you choose a username and password and the system generates a business ID for your hierarchy. This information is emailed to you.

Digital Certificate (DC) – you choose a Certificate Name and the system downloads a digital certificate to your PC.

Note: If you choose a user name option, then all users within your online hierarchy will also have username/password credentials. If you choose a DC, then your online users can choose to have either username or DC credentials.

5. You will then complete security questions with your answers.

Note: These are used for identification if you forget your password or need to replace your DC in future.

6. At completion of this process, you are given provisional access to Your Telstra Tools and enrolment to some TE&G online systems by default

– your access to all the services attached to your account may take a little longer as a background process executes, so some services may not be immediately available in some systems offered in Your Telstra Tools. Note: It is recommended to complete registration to YTT before enrolling to applications.

7. You may alter your default enrolled applications by accessing Your Profile tab, Your Details and selecting Your applications.

Note: You can log into Your Telstra Tools at any later time using the login tile on (www.telstra.com.au/business-enterpr ise). using your username, password and business identifier or your DC.


mailto:[email protected]

AR REGISTRATION OF NEW YOUR TELSTRA TOOL USERS Once you have logged into Your Telstra Tools, as an AR, you may now register new users by accessing :

1. Manage your users link under the Your Profile tab of Your Telstra Tools;

Figure 5: Manage Users

2. Clicking on create new user and completing the details, including the role type (administrative user or online user). Select Save

You may wish to have another person manage your user hierachy – this is an administrative user (AU). An AU can be established at any time and you can move the relevant users online to the AU by using the move users function under Manage your users;


Figure 6: Create new User to YTT

3. You will receive a Successful message. The creation of any new user triggers two emails to the new user, who can then follow the directions to complete details and gain access to Your Telstra Tools. The emails contain a temporary activation code and the URL to access and finalise registration;

Figure 7: New User Successfully Created

4. The last stage in creating a new user for an AR and AU, is a prompt to enrol your users to selected applications. If you select the Enrol applications

button, your users will be enrolled into these applications as soon as they complete their registration activities. You can also change enrolments at any time for your users via Manage Your Users, clicking on their name and clicking the change button next to their enrolled applications.

The next section will cover application enrolment, specifically to Managed Services Online.


SECTION 3 ENROLMENT TO MANAGED SERVICES ONLINE

ENROLMENT TO MANAGED SERVICES ONLINE (SINGLE USER) A Your Telstra Tool user will be enrolled into applications as part of registration explained in the previous section. MSO is one application that resides within Your Telstra Tools, and you must enrol to the application as well. Telstra will pre-enrol nominated Users for Your Telstra Tools and Managed Services Online automatically as part of a new Managed Services Contract with Telstra.

During the duration of a contract, the company’s authorised representative/s can individually or as a group manage enrolments online.

1. An administrative User can provide application access to YTT users through Your Profile, and select View and Edit User Details

Figure 8: Managed Your Users

2. Users you manage are listed below. To view and edit specific user details including status, application access, password or username, select the individual's name if it is underlined.

If you do not see the user you are looking for, you can complete a search by entering criteria into the search box below. Please note, search by User ID is case sensitive.

3. Select Change to enrol or modify enrolment to applications including Managed Services Online


Figure 9: Enrol Users to an Application

4. From the application list, select Managed Services Online, and the MSO user role must be selected at this point, and select save.


Figure 10: Section Application/s

5. Complete User details including User ID (as per company rules this may be the company employee id and/or unique email address. If unsure consult

your Customer Procedures Manual). Complete user address details and search to match.

This step if part of confirming entitlements for the Managed Services Contract, and ensuring a match to the correct person, where within a large organisation there might be similar names.


Figure 11: Match User IDs

5. Confirm user location details again site address details

Figure 12: Match User Details


6. Confirm and submit

Figure 13: Submit to complete MSO enrolment

7. You will then receive a confirmation message.

Figure 14: Successful User enrolment to MSO

Note : Enrolment to Managed Services Online will take approximately 10 minutes to process. However if the User is also new to Your Telstra Tools, YTT enrolment steps (eg. Secret Q&A ) will need to be completed prior.

ENROLMENT TO MANAGED SERVICES ONLINE (MULTIPLE USERS)

You can alternatively enrol Multiple Users at once. Users can be registered by clicking on Create Multiple Users, downloading the template, completing the details and uploading it to the system as directed on the relevant screen. This process creates multiple users by adding user details into a data file. This file is created using excel or a similar application, which then is saved in CSV format. Once the file is uploaded and validated, application access will need to be assigned to the users within the file. Note all users will be assigned the same application access eg MSO.

1. From Your Profile, select Create Multiple Users


Figure 15: Successful User enrolment to MSO

2. Download the template, complete and save with User Details including First Name, Last Name, Email Address, Contact Phone and Email, Role

etc.

Figure 16: Bulk User Enrolment Template

3. Assign Users against Business Address and attach the completed csv file.

You can search for address, with a minimum of 2 fields for a search criteria. Select site to match users.


Figure 17: Select Site & Attach file

If you encounter problems, including mismatched data, an error message will be presented outlining where the problem may lie.

Figure 18: Create Multiple Users Error


4. At the final step, you will receive a confirmation that the file has been checked in, and you must select the User Role to apply to ALL users in the file, and select finish.

Figure 19: Select User Role

5. You will receive an on screen confirmation and email.

You will be notified by email when the request has been completed and all users are created. If you have chosen to receive notifications in Your Telstra Tools, an update will also appear on the home page. Please be advised that this request may take up to 24 hours to complete, depending on the number of records that have been submitted.

Users who have been created will each receive an email containing the information necessary to complete their registration and access to the application.

Figure 20: Create Multiple Users Complete


MANAGING YOUR APPLICATIONS

Individual Users can view their application access once logged into Your Telstra Tools via Your Profile tab, select Review your application access, which will present a list of enrolled applications to which you have access to .

Figure 21: User Applicaton List

Potential users can also request enrolment from their company’s authorised representative. The authorised representative’s contact details are listed on the right hand side of the home page when you log into Your Telstra Tools.


SECTION 4 MORE INFORMATION

RESPONSIBILITIES

As a customer and user of Managed Services Online, you are responsible for :

• As part of Service Desk onboarding, confirm to Telstra the people you want to have MSO access and their user roles and user including specific entitlements per role

• Managing User Access and roles post onboarding including new, modify or deletion of users

• Where you have a third party who you wish to act on your behalf, you can enrol them and set appropriate user roles

Telstra will :

• As part of Service Desk onboarding pre-enrol users and create YTT and/or MSO access for all users as advised

• Upon transition out, Telstra will remove MSO access. YTT will not be cancelled unless specifically requested.

• Manage Content, relevant to your contract and underlying products and services

• Support users, assist and provide Incident support where necessary

USER ROLES

Roles are assigned to govern entitlements and authorisation, across both Your Telstra Tools and MSO.

MSO has additional roles that are relevant to that application only. MSO roles are created and entitlements assigned as part of onboarding process, between the customer and Telstra. If more than 3 roles are required, this can be accommodated for.

YTT User Roles

Title Responsible Actions

Authorised Representative (AR) Authorised Representatves (AR) are responsible for the account and is usually the person who registers other online users for online services.

• Manager of the Online Heirachy

• Registers Admin Users

• Provide application access

Adminstrative User/s (AU) Administrative User/s (AU) can act on AR behalf to manage a group of users (called Online users).

• Register Online Users

• Provide application access

Online Users (OU) Online Users (OU) can manage their own profiles but may require AU / AR to change application access.


MSO User Roles

Title Responsible Actions

Super User A Super User is responsible for the contract and relationship with Telstra. As such they often will have access and authority across all services and products.

View ALL Incidents & Service Requests for the entire company including those raised by roles listed below.

Create Incident or Service Request for any item in the Company contract.

Technical / Admin User A Technical / Admin User has authority for their own services, peers and subordinates and group services eg data networks, applications etc.

View Incidents & Service Requests created by themselves or on behalf of, peer role and End Users

Create Incident or Service Request for any item in the Company contract

End Users End Users are authorised for their own services eg a mobile or a fixed phone, or peers at the same level.

View own tickets created by themselves or listed within a ticket created by a role above. This can be a Service Requests or Incident.

Create Incident or Service request for own or peer service / product.

COMMON QUESTIONS

Q I already have login details for Your Telstra Tools and need to enrol to Managed Services Online?

If you are an existing YTT user, find out who your Managing User is. You can find this out by logging into Your Telstra Tools and checking in the WELCOME area under your own details on the home page.

Ask your Managing User to enrol you for each of the applications you want to use. Your Managing User can enrol you online using the Manage Your Users function.

Once your Managing User approves your request, you will be able to log in to Your Telstra Tools and see the new enrolment listed and accessible under Your Applications on the relevant tab.

Q 2 You are the Authorised Representative for your company, and wish to enrol to Your Telstra Tools and Managed Services Online ?

You will need your Telstra account number to register.

Go to telstra.com/enterprise and click on Register Now in the Your Telstra Tools login tile on the right-hand side of the page. You will be stepped through a short registration process after which you will be delivered to the homepage of Your Telstra Tools.

Enrol for the applications you need using the Your Details function in Your Profile.

Check your inbox for an email confirming your access and your temporary online credentials. Use these details the next time you log in. You will be prompted to reset your credentials and, once you have done this, you are ready to go.

Once you have logged in, you should use the Manage Your Users function to register other people in your organisation and enrol them in the various applications in Your Telstra Tools.

Q3 If you are not the Authorised Representative for your Telstra Enterprise & Government billing account?

Find out who your Managing User is. Your Managing User is the person in your company who is authorised to manage access rights and permissions for users of Your Telstra Tools. A Managing User may be called an

Authorised Representative or an Administrative User. If you are not sure who your Managing User is, call us on 1800 017 353 and we will find out for you.

Ask your Managing User to register you for Your Telstra Tools and the applications you would like to use.

Your Managing User can register and enrol you in the applications using the Manage Your Users function in Your Telstra Tools.


You will receive an email notifying you of your new temporary online credentials. Once you use these details to log in and reset your credentials, you are ready to go.

Q4 I want to use Managed Services Online via an Online Widget or iPhone and iPad, do I request this as part of enrolment ?

There is no enrolment action requirement to access MSO via the iPhone and iPad. URL for the device specific view is https://yourtelstratools.telstra.com/enterprise/yourtelstratools/msomda

For Widget instructions and how to use, visit the Managed Services Online User Guide.

Not sure?

We can help you get started – simply call your Managed Service Desk OR alternatively contact your Service Manager or Telstra Account Executive.


https://yourtelstratools.telstra.com/enterprise/yourtelstratools/msomda

Telstra Business & Enterprise - Enrolment Guide...Telstra Managed Service Desk online across your contracted products and services for Incidents, Service Requests and How To Support.

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