Amadeus e-Support Centre

Amadeus e-Support CentreTemplate

Submitting a Work Order for eSC Registration for Single or Multiple Users

1. Log into the Amadeus Customer Service Point (ACSP) at:

https://www.customerservicepoint.amadeus.com/2. Create a new work order using the Template called:

e-Support Centre\Airline User Creation Request

3. Fill in the Template with your User details and click on Submit.

If you are submitting a request for multiple users, you can use the same work order as follows:

4. Open the Work Order you just submitted and click on Attach.

5. Enter the path of where you saved your local copy of the e-Support Centre Airline Registration.xls with the additional users.

6. Click on Attach File to Record

Note:Registration requests can take up to 10 days to process - they are all:

verified by Amadeus for correct information

forwarded to our security departments to define user IDs & passwords

forwarded to our administration team to assign appropriate access to the Automation Tools and knowledge content.

6. Once the Work Order is sent back to you for closure, you will then need to inform all users (if you have made the request for multiple users) that their access is ready by sending individually the following e-mail text to each of them.

Your staff members can then start using the Amadeus e-Support Centre at: https://e-supportcentre.amadeus.com using their Airline Extranet Username and Password.All user rights management is done using ACSP

To update an existing users profile information, open a Work Order using the Template called: e-Support Centre\Airline User Update RequestTo delete a user from eSC, open a Work Order using the Template called:

e-Support Centre\Airline User Deactivation Request.For more information on user rights management please refer to: Amadeus e-Support Centre Airline Customer Registration Process - User Documentation - Version 6.0

Amadeus e-Support Centre (eSC)

Registration ProcedureRegistering with Amadeus as an Airline Customer (pre-requisite) and registering for Amadeus eSC

Quick Card

Amadeus e-Support Centre4Amadeus e-Support Centre5

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Overview

Amadeus e-Support Centre (eSC) provides a single access point to support content such as troubleshooting, real-time alerts, tips, product news and rollouts. This self-service web-based support tool is accessed from the Airline Extranet, or from your web browser.

This Quick Card explains how to register for the Amadeus Airline Extranet, a pre-requisite for registering for the e-Support Centre, and how to submit a Work Order for eSC registration.If you already have your Airline Extranet account details and access to ACSP*, please refer to the section: Complete the User Request Form for Multiple eSC Users (if registering more than one person) or the section: Submitting a Work Order for eSC Registration, if registering only one person. ACSP*: Amadeus Customer Service Point is used to submit eSC registration work orders.Note1:If you don't have access to ACSP please contact your Amadeus Account Manager to request access

Note 2:You will not be able to proceed to eSC registration without your Airline Extranet credentials.

Register for the Amadeus Airline Extranet

If you or any of the users you wish to register do not already have an Amadeus Airline Extranet Username and Password, you can request one here:

https://customers.amadeus.com/registration-ext1. You must fill in all your personal details.

2. Before you complete your registration, you must provide the security code that is shown on the screen.

User ID Approval Notification

When your new individual IDs are created, you, or your staff members, depending on the email addresse(s) entered in the Airline Extranet Registration Form, will receive the below e-mail. It will contain a unique Username and Password that should remain confidential. Please ensure this email is not deleted, especially if you have made the request for a colleague and have entered their email address for them to receive the notification.

The username should be in the following format: firstname.lastnameOn receipt of this email, the user will be able to log into the Amadeus Airline Extranet but not yet to the Amadeus e-Support Centre.

If you have any questions regarding the Airline Extranet Registration process please contact: cdecaso@amadeus.comComplete the User Request Form for Multiple eSC UsersIf you wish to register yourself or only one person for the eSC go straight to the next section Submitting a Work Order for eSC Registration. The e-Support Centre Airline Registration form is to be completed for multiple user requests. Before completing it, please ensure that each user already has an Airline Extranet Username as this information is mandatory.

This should be in the following format: firstname.lastname Ex:john.doe

1. Click on the User Registration Form icon to open the User Request Form.

2. Save a copy of the User Request Form on your local computer hardrive with the filename: e-Support Centre Airline Registration.xls (Ensure you save it somewhere it can be easily located as you will need to upload it into a work order.)3. Open your local copy and fill in one column per user you wish to register ensuring that you fill in each Airline Extranet Username (line 21).4. Make sure that all mandatory user details are entered and save the document.

5. If you wish to give a user access to an Automation Tool, write Yes next to each tool the user should be given access to.6. If your airline is responsible for maintaining tables for another airline, add their IATA airline code in the field on behalf of which airline.

For future support issues, please contact the Amadeus Service Management Centre.

2Edition 2.0

_1459946622.doc Amadeus e-Support Centre Airline Customer Welcome Message

Dear Airline Colleague,

Your Amadeus e-Support Centre access is ready to be used.

The URL to access the Amadeus e-Support Centre is: https://mye-supportcentre.amadeus.com/login

Please use your Amadeus airline extranet username and password.

Forgot your password?

Click here to reset it: https://customers.amadeus.com/supportCentre/public/resetPwdCust.do

If you have requested access to the Automation tools:

The tools are very straight forward to use .If there are any questions or problems on how to use the tool, do not hesitate to contact the Amadeus Service Management Centre for assistance.

Here are URLs to the Tools on line Help files:

https://mye-supportcentre.amadeus.com/eTass/jsp/automation/terminalreset/terminalreset_help/OnlineHelpForTerminalReset.htm

https://mye-supportcentre.amadeus.com/eTass/jsp/automation/ita/ita_help/OnlineHelpForITA-2.htm

https://mye-supportcentre.amadeus.com/eTass/jsp/automation/ctu/ctu_help/OnlineHelpforCommissionTable.htm

KEY CODE

When you access the automation tools, you will be asked to enter a key code. If you do not have a keycode, click on please e-mail me a new Key Code and you will receive an e-mail shortly after with it.

* This key code does not replace your login password! It is to get you securely into the Automation tools once logged into the Amadeus e-Support Centre. Also it is to remain confidential at all times and is not to be given to another colleague.

Airline Customer Implementation Amadeus e-Support Centre

Service Management Automation

Amadeus IT Group SA

France

www.amadeus.com

_1459949172.xlsNew User Request Form

Yes

No

Please fill in the cells below ; All fields are mandatory

Add more users if needed

In case further clarifications are needed, please send us a mail:

Name of the person who filled in the questionnaire :

e-mail of the person :

Date :

Requested Date:

Authorized by:

User 1User 2User 3User 4User 5User 6User 7User 8

User Information*Airline Extranet user name (mandatory)

LDAP Password

Last Name

First Name

Mr / Mrs

Job Title

Email

Work phone #(no spaces, less than 20 chars.)

User location(IATA Code)

* Company (Airline Name)

CategoryAirlineAirlineAirlineAirlineAirlineAirlineAirlineAirline

Assignee/Logger Group (ex: XAIRCA1, XAIRAC3)(if known otherwise you leave it blank)

Country

ProfileOthersOthersOthersOthersOthersOthersOthersOthers

Automation ToolsDo you need access to Automation Tools? (Yes / No)Yes / NoYes / NoYes / NoYes / NoYes / NoYes / NoYes / NoYes / No

Amadeus Office ID (ex: NCE1A0990)

Do you need access to Interline Ticketing Agreement?Yes / No

If yes, then acting on behalf of which airline?

Do you need access to Commission Control Table?Yes / No

if yes, then on behalf of which airline?

Do you need access to Terminal Reset?Yes / No

(Vendor codes you are responsible for if known, otherwise leave blank) *You can find this information in the office profile with the entry PVA

Please provide Network ID (e.g. 09 for Amadeus) or Market names (either complete country names, or abreviateions - FR for France)

Amadeus e-Support Centre - User Request Form