IS&T TELECOM CATALOG

DATA NETWORK ORDERING

Informational Session

September 22, 2015

2

Agenda

• Overview

• Telecom Catalog Demo

• Other Key Information

• Q&A

• Training and Support

• Appendix A: Icons

• Appendix B: Content Covered in Demo

• Appendix C: Left Navigation Table

3

Overview

• What is Changing• What Stays the Same• Benefits of the Telecom Catalog• Changes• Dates to Remember• Conversion of Open Requests

4

What is Changing

• Data Network ordering is moving from the legacy IST Shopping cart to the Telecom Catalog on September 21, 2015– Voice Products and Services ordering moved to

the Telecom Catalog in May 2014• Remaining services in IST Shopping cart will be

migrated over several years• The IST Shopping cart software is no longer

supported by the vendor

5

What Stays the Same

• Continue to view your data network connections in the legacy IST Shopping Cart

• Data network orders entered in the IST Shopping prior to September 25,, 2015, will still be available in the legacy system for at least six months

• Hostmaster requests: hostmaster@nic.berkeley.edu• Data Project Requests: cns-projects@berkeley.edu• Data Center Requests: dc-ticket@berkeley.edu • UC Backup – still use IST Shopping Cart (for now)

6

Benefits of the Telecom Catalog

• More transparency of request status• You can add attachments such as floor plans• Emails are incorporated in requests, so they are

easily accessible• You can easily communicate with Telecom staff

using the comments feature• Improved user interface

7

New as of September 21, 2015Data Network Services• Data Network Connection• Campus Wi-Fi Service• Firewall Service• Load Balancer Service• Data Networking for Research• Site-to-Site VPN Service• AWS Direct Connect Service• All Other Data Networking Requests• Data Network Cabling Service• Move/Modify Existing Data Network Service• Disconnect/Delete Existing Data Network

Service

Currently Available

Add IST Services• UC Backup

Manage Existing Services • Change, Move or Disconnect UC

Backup Service• View Data Network Connections

owned by a Department• Change Funding for Data Network

Recharge• Assign Departmental Permissions

Changes

• Add and Upgrade Cellular Devices and Services• Add Voice Services • Manage Existing Voice Services

Go to the Telecom Catalog

Go to the IST Shopping Cart

8

Dates to Remember

• Monday, September 21– Ordering Data Network products and services available in

Telecom Catalog

• Thursday, September 24– Last day to place orders for Data Network services using IST

Shopping cart

• Friday, September 25– All Data orders must be submitted using the Telecom Catalog– Ordering for Data Network services is turned off on the IST

Shopping Cart– The IST Shopping Cart remains available to handle other items

9

Conversion of Open Requests

• The Week of September 28– IST will migrate all open Data Network orders into the

Telecom Catalog– You will receive an email notification when your request

has been converted, which will contain your new RITM tracking number

• How do I look up my request– Starting September 21st, use the Telecom Catalog for new

Data Network requests – If you get an email with a new RITM number for the

request placed in the legacy system, you will look in the new Telecom Catalog

10

Telecom Catalog Demo• Knowledge / Help, Training• Start with Service Catalog• Example – Add New Data Network Connection• Ordering Additional Data Network Connections

with Similar Specifications• Ordering Different Items on the Same Request• Adding Attachments

• Place Your Order• Order Status Page

11

Other Key Information• Telecom Catalog Terms• Searching for Items by RITM #• Searching for Names• Working with Lists• Cancel an Ordered Item• Send Comments to Telecom Staff• View Emails in a RITM• Roles• Change Access Rights• Approve and Reject Items via Email• Approve and Reject Items in Telecom Catalog

12

Roles

ROLES Create Read Write

• Submit orders for approval• View orders you submitted

X

X X

• View existing services*

X X

• Submit all orders without someone else’s approval• Approve orders submitted

by others• Manage authorizations

X

* To view existing Data Network Connections, please use the IST Shopping Cart

13

Telecom Catalog Demo• Change Access Rights• Approve and Reject Items via Email• Approve and Reject Items in Telecom Catalog

14

Training & Support

• Telecom Catalog Web Site: tc.berkeley.edu

• Production Telecom Catalog: https://ucb.service-now.com -Data Network services will be available on September 21st

• Knowledge Base: ucb.service-now.com/ess/knowledge.do

• Email ccu@berkeley.edu or call 510-664-9000, option 1, 1, 3

• Legacy IST Shopping Cart: – https://sagebrush.berkeley.edu/cgi-bin/ws515/sc.r

15

Q & A

16

Appendix A: Icons

17

Appendix B: Content Covered in Demo

• Knowledge / Help, Training• Start with Service Catalog• Example – Add New Data Network Connection

– Ordering Additional Data Network Connections with Similar Specifications

– Ordering Different Items on the Same Request– Adding Attachments

• Place Your Order• Order Status Page

Knowledge / Help, Training

18

• Links that provide useful information, help and training• If you enter a comment in a Knowledge /Help article, the

author will get notified via email and reply to you in the article

Start with Service Catalog

19

• Review of left navigation options and Data Network Services• Go to Service Catalog to start ordering process

20

Example - Add New Data Network Connection• Complete the entire form and press Add to Cart. • You will see the Shopping Cart show that it now

contains your Add New Data Network Connection.

21

Ordering Additional Data Network Connections with Similar Specifications• If you had more Data Network Connections to add that had similar

specifications, such as in the same building but different room, you can simply leave all of the fields the same, just change the room and then Add to Cart again.

• In this example, the room was changed to 300, all other fields were unchanged and clicking Add to Cart added a second New Data Network Connection.

When you are ready to checkout, click Edit Cart and Checkout, then click the Place Your Order button in the top right of the next page

22

Ordering Different Items on the Same Request• It is possible to order different items on the same request. Using our

last example, after adding 2 New Data Network Connections to the cart, you can select Continue Shopping to be taken back to the Service Catalog and select any additional service you would like to add, including a Voice Product or Service.

• You can continue to Add to Cart and Continue Shopping until you are finished. Then select Edit Cart and Checkout and on the next screen, select Place You Order to complete the checkout process.

23

Adding Attachments• Attachments, such as floor plans, spreadsheets, etc. can be added

before you submit your order before submitting it by clicking on the paper clip in the top right corner.

• Follow the prompts to upload your file.• When your file has been successfully submitted, it will appear on the top

left of your screen as per below.• You may also add attachments after your order has been submitted.

24

Place Your Order

• You may Edit or Delete your request(s) from this page

• Use the Place Your Order button on the top right when you are finished

25

Remember your RITM #s. You will need this if you call for assistanceAnd you will use it to search for and locate your requests.

Order Status Page• Shows Estimated Completion Date• Click on the plus sign (+) in front of the Stages to

expand the view of the stages and see your requested item stage.

• This is updated real time so you can do this anytime to see the current stage for your request.

26

Other Key Information• Telecom Catalog Terms• Searching for Items by RITM #• Searching for Names• Working with Lists• Cancel an Ordered Item• Send Comments to Telecom Staff• View Emails in a RITM• Roles• Change Access Rights• Approve and Reject Items via Email• Approve and Reject Items in Telecom Catalog

27

Telecom Catalog Terms

• The Telecom Catalog uses different terms from the legacy IST Shopping Cart

• A work order number is now a Request (REQ) number.

• Each time you press Add to Cart you are adding a Requested Item (RITM) to your Request (REQ)

• A Request (REQ) can have multiple Requested Items (RITM)

28

Searching for Items by RITM #

21805

• Click on My Items to display all of your items• Make sure the Go To field highlight red below, has the word Number

in it• You can enter your RITM number in the field next to it.• For example, for RITM0021805, you can just enter 21805 and then

press the magnifying glass to locate this RITM.

29

Searching for Names

Wildcard How It Works

Asterisk *

Searches for records that contain what you are searching for. Example: *tom will find Bottom and Tomato. 

Percent sign % Searched for records that begin or end with search term. Example, %tom find bottom, tom% finds tomato.

Equal sign =

Searches for values that equals what you entered.

Exclamation and Asterisk!*

Searches for records that don’t contain what you enter. Example: !*tom will result any record without tom in it. 

Exclamation and Percent!%

Searches for records that don’t end with the search term. Example: !*tom will show any record without ‘tom’ in it. 

Exclamation and Equal!=

Searches for records that don’t equal what you entered. Example: !*tom will result any record without tom in it.

• When searching for a user name, we recommend using an asterisk followed by the last name or search by email address. This is because we use information from LDAP for our user names and there is no consistent formatting.

• Other wildcard search options can be found below.

30

Working with Lists

• A quick way to find a record in lists like My Items, My Requests or My Approvals is click the column name (like Last Name) to sort a list in ascending order. Click again to sort in reverse order.

• Right-clicking in a field brings up the sorting menu that offers sorting from a to z, and z to a.

How to Filter Lists• To quickly filter a list, right-click in a field and several filter options will appear.

Select Show Matching or Filter Out. Date/time fields also include Show Before, Show After.

How to Sort Lists by Column Name

Cancel an Ordered Item

• Go to My Dept’s Items > RITM (Select the RITM you wish to cancel)

31

32

Send Comments to Telecom Staff

• Scroll down to additional comments and add your comment that you would like to cancel this item.

• Press Save to update your comments. An email will be sent to the assigned CCU Rep for review.

33

View Emails in a RITM

Navigate to …My Dept’s Items > RITM# > Activity

34

Telecom Catalog Demo• Change Access Rights• Approve and Reject Items via Email• Approve and Reject Items in Telecom Catalog

35

Change Access Rights • Managing access rights has been delegated out to campus departments• Use the Access Rights Administrators link to see who to contact in your

department to get your access rights changed• Access Rights Administrators have Write access and can approve orders

Change Access Rights (cont’d)

• Select a department listed in the Dept ID column. For this example, we will select VRIST.

36

37

Change Access Rights (cont’d)

• Scroll down and select the Authorized Users tab.

38

Change Access Rights (cont’d)• Scroll down to find the name of the users whose access

rights you wish to change or enter their name in the search field associated with Go to Authorized User, as per below.

• Individual names come from the campus directory, which often includes middle names or initials. You'll have the best luck if you enter an asterisk and the last name. Below we used *kouba to find Terri Kouba.

39

Change Access Rights (cont’d)

• For the user you want to change, double-click the permission (i.e., Create, Read, Write)in the IST Service Catalog Permission column.

•

40

Change Access Rights (cont’d)• Select the new permission you want this user to have. • In the example below, we select Write to give Terri Kouba

write permission, and then click the green check box to complete this permission change.

• To add or remove users, click next the Authorized Users tab.

41

Change Access Rights (cont’d)• The left-hand bucket contains everyone who can be added. • The right-hand bucket contains those who already have

authorizations.

• Follow these steps to add or remove users:– Select a person or persons you want to add to the Authorized Users List.– Click the add arrow to move them to the Authorized Users List– Click Save– To remove users from Authorized Users List, highlight the person you wish

to remove and click the remove arrow.– Click Save

42

Approve & Reject Items via Email• You must be the approver on RITM

43

Approve & Reject Items in Telecom Catalog• If you have Create or Read access, you must include an

Approver in your request• If you have Write access, you do not need to include an

Approver in your request

• My Dept’s Approvals > Requested to go to an item’s approval page

44

Approve & Reject Items in Telecom Catalog (cont’d)

• Use buttons in top right to Approve or Reject

45

Appendix C. Left Navigation Table

Left-hand Menu Destination

HomepageLists your open orders under My Requested Items. There are the left-hand menu, Knowledge Search, and How May We Help You? areas.

Service CatalogWhere you order services.

Knowledge / HelpWhere you find FAQs, general product information, videos, and training materials including this handout and the Telecom Catalog Customer’s Guide.

My Items Lists your open items by their Requested Item (RITM) number.

My Dept’s ItemsLists open items for the department(s) for which you have access, also by Requested Item (RITM) number.Requires read access to view the list and write to manage this list.

My Dept’s Completed Items

Lists requested items (RITMs) for the departments for which you have access that are complete. Requires read access to view the list and write to manage this list.

Watched Items Items that list you as a watcher.

My Requests Lists your orders, i.e., requests (REQs).

My Dept’s RequestsLists your department’s requests (REQs)Requires read, access to view the list and write to manage this list.

Funding Change HistoryLists funding changes for the departments to which you have access. Data Network Connection funding is still handled via the IST Shopping cart. Requires read access to view the list and write to manage the list.

Funding Detail History Shows the funding detail.

46

Appendix C. Left Navigation Table (cont’d)Left-hand Menu Destination

Service Name Change HistoryLists the history of Service Name Changes for the departments to which you have access. Data Network Connection service name changes are still handled via the IST Shopping Cart. Requires read access to view the list and write to mange this list.

Name Change Detail History Name change detail history.

My Approvals List of your Requested and Approved items.

My Dept’s ApprovalsLists Requested and Approved items for your department. Requires read access to view the list and write to manage this list.

View My Dept’s Services

Lists IST service line items for the departments for which you have access. Data Network Connection service name changes are still handled via the IST Shopping Cart. Requires read access to view the list and write to mange this list.

Access Rights AdministratorsLists Access Rights Administrators (ARAs) for the departments for which you have access. Requires read access to view the list and write to manage this list.

Manage My Dept’s Permissions

Manage IST service catalog permissions for the departments for which you have access. Requires read access to view the list and write to manage this list.

Customer Training Quick access to customer training information