ServiceNow Portal Manual - Proximus

Sensitivity: Confidential

Fixed line Repair tool - Portal Manual

USER GUIDE Date 23/01/2019

Sensitivity Unrestricted Version 1.0

Proximus PLC under Belgian Public Law, Bd. du Roi Albert II 27, B-1030 Brussels, Belgium

VAT BE 0202.239.951, Brussels Register of Legal Entities, Giro BE50 0001 7100 3118 BPOTBEB1 of 53


Table of contents

Table of contents ........................................................................................................... 2

1. Introduction .............................................................................................................. 4

1.1 General ............................................................................................................................................ 4

1.1.1 Access to application ..................................................................................................... 4

1.1.2 Logging in to e-service ................................................................................................. 5

1.1.3 Support for Fixed Line ................................................................................................... 6

1.2 Home Page ................................................................................................................................... 6

2. Global Search .......................................................................................................... 8

3. My Cases .................................................................................................................... 9

3.1 Overview ........................................................................................................................................ 9

3.2 Filters .............................................................................................................................................. 11

3.3 Case form ..................................................................................................................................... 14

3.3.1 Layout ................................................................................................................................. 14

3.3.2 Case Details ...................................................................................................................... 14

3.3.3 Ticket Conversation & Activity Log ...................................................................... 15

3.3.4 Information’s Tabs ........................................................................................................ 16

3.3.5 Actions................................................................................................................................. 17

4. My Requests ......................................................................................................... 21

4.1 Overview ...................................................................................................................................... 21

4.2 Filters .............................................................................................................................................. 22

4.3 Change Requests form ......................................................................................................... 25

4.3.1 Layout ................................................................................................................................. 25

4.3.2 Change Request Details ............................................................................................26

4.3.3 Ticket Conversations ...................................................................................................26

4.3.4 Information Tabs ........................................................................................................... 27

4.3.5 Actions & Attachments .............................................................................................. 27

5. Diagnosis and Recovery .................................................................................. 28

5.1 Layout ........................................................................................................................................... 28




5.2 Diagnosis Details ......................................................................................................................29

5.3 Filters ............................................................................................................................................. 30

6. My Events ............................................................................................................... 33

6.1 Layout ............................................................................................................................................ 33

6.2 Planned Works .......................................................................................................................... 33

6.3 Incidents ....................................................................................................................................... 34

6.4 My Appointments .................................................................................................................... 34

6.5 Filters .............................................................................................................................................. 35

7. My Account ............................................................................................................ 37

7.1 Layout ............................................................................................................................................ 37

8. Report an Issue .................................................................................................... 38

8.1 Base Configuration Items ................................................................................................... 38

8.2 CI Details .......................................................................................................................................39

8.2.1 Cases tab ...........................................................................................................................39

8.2.2 Diagnosis and Recovery Tasks tab ...................................................................... 40

8.2.3 Incidents tab .................................................................................................................... 40

8.2.4 Planned Works tab ...................................................................................................... 40

8.3 Create Case ................................................................................................................................. 41

8.3.1 Case Type ......................................................................................................................... 42

8.3.2 Case Creation form...................................................................................................... 43

8.4 Create ‘Change Requests’ .................................................................................................. 44

8.4.1 Customer Service Catalogue ................................................................................. 44

9. Profile Name ......................................................................................................... 45

9.1 Profile ............................................................................................................................................ 45

9.2 Accessibility enabled ............................................................................................................. 46

9.3 Contact and Groups ................................................................................................................ 47

9.3.1 Contacts ............................................................................................................................. 47

9.3.2 Group of contact ........................................................................................................... 48

9.3.3 Create a subscription .................................................................................................. 50

10. My Reports ............................................................................................................. 51

10.1 General Dashboard ................................................................................................................. 51

10.2 Advanced Reporting ............................................................................................................... 53




1. Introduction

1.1 General

The Service Repair tool replaces the existing e-Troubleshooting tool for creation of repair cases and planned work notifications. The new tool provides similar features as the e-Troubleshooting tool but with a much simpler and more efficient interface. As a customer, you benefit from the following advantages:

• online registration of your repair case in the Proximus system;

• instant confirmation of your request with a reference number, indicating the date and time;

• the possibility to enter your own reference number, and to use this number to search in the application;

• a diagnosis and analysis of your line;

• a historical report of all your cases from the past 13 months, containing all the details from the creation of the ticket to its closure;

• an advanced search system based on several selection criteria;

• a general overview of the repair workflow;

• the possibility to add comments or to respond to a case at any time;

• the possibility to book the appointment for the repair technician;

• the possibility to request the closure of a case;

• creation of contacts and groups

• creation of notification subscriptions for Planned Work, Re-Active Case & Pro-Active Case

1.1.1 Access to application

Access to functionalities is granted according to user Profiles, as it is today for the current Proximus tools.




1.1.2 Logging in to e-service

You can directly access the login screen via the following URL https://www.proximus.be/login

Enter your username/password and click on Sign in.

• If you don’t have an account yet, click on Register, you will be directed to the registration form where

you can select the different e-Services to which you want access.

• Our Customer support will then register your request and send you a personalized login and

password on the email address provided by you.

https://www.proximus.be/login




1.1.3 Support for Fixed Line

You can access to Fixed Line Support Webpage to clicking on Support menu and selecting ‘Fixed line

services technical issues’.

1.2 Home Page

When you log in the tool, below screen will appear.




From the home page you will be able see following tab:

My Cases: History of all tickets (= Cases) you have raised with Proximus

My Request History of all change request you have raised with Proximus

Diagnosis & Recovery: History of the technical tests performed on your configuration

My Events: History of the Incident (general outage affecting your configuration), Planned Works or

Appointment for interventions

My Account: All accounts (one account by company) you have with Proximus.

Report an Issue: Allow you to inform Proximus about an issue (Technical problem or change request).

Each issue will result in a case.

My Reports: This section give you an overview/report of your interaction with Proximus.

Profile name: Allows you to manage your profile and contacts for your company.




2. Global Search

Global Search is a powerful search engine in the portal.

You can search from all the items that make up your configuration by Account, Account ID, Location,

Case ID number….

You can start your Case creation this way.

Type where you issue/question is situated and launch the search.

Select next the Configuration Item concerned by your request. (You can also show the result by Case,

Service Identifier…)

Continue your Case creation by following this chapter




3. My Cases

In ‘My Cases’ section you will have the overview of all history of cases you opened whatever the case

creation channel. (By portal, call to Servicedesk, email… )

3.1 Overview

When you click on the ‘My Cases’ link in the toolbar on the top, you’ll get the overview of all your cases

opened with Proximus regardless of the status. E.g.: Resolution, Open…

‘Number’: The Identification number of your case




‘Status’: The current status of your case.

Status

Accepted Our technician has confirmed the correct logging of this case and will shortly begin

handling the case.

In Progress Our technician is currently working on the case.

Resolved The case has been resolved. Unless it is re-opened the case will automatically be

closed. More details are available in the resolution tab.

Cancelled The case has been cancelled and can no longer be edited or re-opened.

Awaiting Customer Info The case has been temporarily put on hold and SLA timers are paused. Information

as to why will be available in the case history.

Re-opened The case was initially resolved but has been re-opened. Our technician will shortly

resume work on the case.

Open The case has been logged. Our technician will shortly start handling this case.

Closed The case has been closed and can no longer be edited or re-opened.

Intervention assigned A field technician or expert has been called in regarding this case and will shortly

start to work on this.

Intervention in progress A field technician or expert has been called in regarding this case and is currently

working on it.

Intervention to be continued* A field technician or expert has indicated that further case handling is needed.

Class: The classification of your Proximus product

Service ID: Your Proximus service identifier




Case Type: The type of case request

Case Type

Info Request Raising a ticket for a question or information request

Service Issue Raising a ticket for a technical issue on your installation

Business Service: Your Proximus service name

External Reference ID: Your internal ticket reference if available

Contact: Person who raised the ticket

Due Date: Target date to solve your ticket based on the Proximus contract

Created On (date and time): Creation date of your case

3.2 Filters

If your list is too long, you can restrict what records appear by adding one or more conditions which

include Contact, Case Type and other values.

Click first on ‘Show / Hide filter’ icon.




Select the Condition you need

You can directly type first characters of condition. The result

will be showed dynamically in this list.

You can right click on an

element of list view to

‘filter out’ or ‘show

matching’ records.

Tips




Add your specific condition and click ‘Run’ button to apply the filter.

You can also click ‘Save Filter’ to keep it for future use. (Just click on ‘Load Filter to recover it)

It’s possible to finetune your condition by adding “AND / OR”.

You can export your

selection in PDF, Excel

or CSV by clicking on the

3 bars in front of ‘Cases’

:

Tips




3.3 Case form

3.3.1 Layout

The case is composed of 4 parts:

1. Case details: You will find all the basic information about the Case (ID, Due Date…)

2. Ticket Conversation & Activity log: You can interact with Support and check the history (See Case interaction for more information)

3. Information tabs: You can find your appointments, diagnosis, Incidents…

4. Actions: Action buttons to manage your case

3.3.2 Case Details

Number: Identification number of the case

Status: Status of your Case. See sheet

Business Service: Your Proximus service name

Contact: Contact mentioned to the Case creation

Case Type: See sheet

Channel: Preferred communication channel

selected at the Case creation

Assignment Group: You can see who in Proximus works on your Case

Priority: Internal prioritisation automatically calculated on Business Service & Impact

Service ID: Your Proximus service identification

1

2

1

3

4

1

1

To create a Case: See ‘8. Report an Issue’

Information




Account: Account concerned for your Case

Case Escalated: Your Case is currently in a escalation process or not

Impact: Impact selected at the Case Creation

Created On (Date and Time): Creation date of your case

Depending of your impacted product: Duo Intervention’: Will be False or True depending if your technician will be in intervention with Proximus

3.3.3 Ticket Conversation & Activity Log

You can check the history of your Case in ‘Activity Log’ and directly interact with Proximus in ‘Ticket

Conversation’.

3.3.3.1 Ticket Conversation

To answer to your Proximus Support, type just your message in the Field above and click on ‘Send’

button.

You can attach a file (Screenshot, logfile…) by clicking on the ‘paper clip’ button and select it.




3.3.3.2 Activity log

The Activity log tab described the journey of your Case: Status change, Case assignment to a technical

group….

3.3.4 Information’s Tabs

Case Appointments: List of Appointment you booked with Proximus for your Case

Diagnosis and Recovery Tasks: History of the technical tests performed for the Case

SLA: Service Level Agreement defined for the resolution of your Case

Contacts: List of Contacts linked to your Case

Incident: List of Incident affecting your Case

Planned Works: List of Planned Works affecting your Case

Escalations: Escalation opened concerning your Case




3.3.5 Actions

Book Appointment:

Depending on the test result when you will land to the appointment screen and be able to click on the

‘Calendar’ button

You must click upon the appointment field and selection of slot.

On selection of slot, the modify slot will be editable.




If you select ‘Yes’ to modify slot selection. Start time and End time will be prefilled with the slot details.

Basic logics will run in the background.

1. Customer cannot give time before the slot start time.

2. Customer cannot give time after the slot end time.

3. There will be minimum difference of 2 hours between start and end time.

On selection of slots outside SLA, a message will be shown to alert

Modify Appointment:

If an appointment has been already booked, you’ll be able to modify it on

the condition that the technician is not already on route.




Escalate Case: When the Due Time (depending of your Contract) to

solve your tickets is exceeded the ‘Escalate Case’ button become

active.

Add just a comment to explain and click

on ‘Escalate’ button.

Cancel Case: You can ‘Cancel’ your Case if it’s no longer relevant

Add a comment to explain the reason for the

cancellation.

Add Contact: You can add a contact that will be linked to the Case.

This item is not to add a new contact in database but

just attached to this Case.

Important




Re-open Case: After resolution, your case will be set in status ‘Resolved’. This

status will remain for 48 business hours after which the case will be closed. You

will always be able to ‘Re-open’ it in the course of these 48 hours.

Add a comment to explain the reason of your

Reopening of the Case.

Close Case: if you consider that your Case is solved, you can close it.




4. My Requests

In ‘My Requests’ section you will have the overview of all history of Change Requests you opened

whatever the creation channel.

4.1 Overview

When you click on the ‘My Requests’ link in the toolbar on the top, you’ll get the overview of all your

Change Requests opened with Proximus

‘Number’: The Identification number of your change request

‘Service Identifier’: Identification number of the service concerned by your request

‘Class’: Product line for which the change request is raised.

‘Account’: Account concerned by your request




‘Status’:

Status

New This is the default status when a change request is created.

Work in Progress This status indicates that an engineer started working on the implementation of the

change request.

Awaiting Customer Info We need more info from the customer before we can implement the change

request.

Cancelled Change request is not needed anymore. Status will be changed into cancelled.

Implemented This means that the change request has been implemented as requested.

‘Type’: Indicates the type of the change request. Possible values are standard, non-standard and

emergency.

‘Short Description’: A standard description of your request

‘Assigned To’: This indicates the name of the Proximus engineer that is working on the change request.

4.2 Filters









will be showed dynamically in this list.





Tips







You can export your




:

Tips




4.3 Change Requests form

4.3.1 Layout

The change request is composed of 4 parts

1. Change Request details: You will find all the basic information about the Change Request (Number; Status…)

2. Ticket Conversation: You can interact with Support and check the history

3. Information tabs: You can find Change Tasks, Problem…

4. Actions & Attachments: ‘Action’ buttons to manage your change request and ‘Attachments’ to add some documents

To create a Change Request: See ‘7. Report an Issue’

Information

1

2

4

3

The paper clip in section 1 ‘Change request details’ and section 4 ‘Actions & Attachments’ attach simultaneous a document in both sections. Do not confuse with the paper clip functionality that insert a document in the section 2 ‘Ticket conversation’ !

Tips




4.3.2 Change Request Details

Number: Identification number of the Change

request

Requested By: Name of the person that

requests the change request.

Channel: Indicates if the change request is

created by portal or by agent.

Status: Status of your Change. See sheet

Type: standard, non-standard, urgent

Assigned To: Indicates the name of the

Proximus engineer that is working on the

change request.

Service Identifier: Identification number of the service concerned by your request

Short Description: A standard description of your request

Description: Description of your Change request

4.3.3 Ticket Conversations

To answer to your Proximus Support, type just your message in the Field above and click on ‘Send’

button.




You can attach a file (Screenshot, text file…) by clicking on the ‘paper clip’ button and select it.

4.3.4 Information Tabs

Cases On Associated Cis: Under construction

Change Task: When change includes multiple activities, tasks can be created to distribute to different

people for execution.

Problem: Gives an overview of problem tickets for given Service Identifier

Case: Gives an overview of previously created cases.

Emails: All emails sent to the customer can be consulted in this tab.

SMS: Under construction

4.3.5 Actions & Attachments

Cancel Request:

You can ‘Cancel’ your request before the Implementation is not started

And attach an additional file by clicking on the paper clip




5. Diagnosis and Recovery

5.1 Layout

When you click on the ‘Diagnosis and Recovery’ link in the toolbar on top, you can show all the Technical

Tests previously launched.

Task ID: The Identification number of the task

Task Status: The current status of the task




Task Status

New The task is created

Ongoing The task is in progress and will show the results after some minutes depending of

the product

Completed The task is completed and can be consulted

Expired The task is expired after 1 hour and must be relaunched to meet the most current

situation

Failed The analysis has failed and must be relaunched

Test Type: The test type depends on the product to be analysed

Result: Will show whether the test was successful or not

Opened By: Will show who created the task

Created On: The creation date of the task

5.2 Diagnosis Details

The Diagnosis Task is composed of 2 parts: Diagnosis Task Details and Actions.

1. Diagnosis Task Details: You will find all the information about the result of technical tests.

a. Task ID: Identification number of the Task b. Result: OK or NOK c. Task Status:

1

2

1




Task Status

New The Task has been launched

Ongoing The Technical test is ongoing

Completed The Technical test has been completed and can be consulted

Expired The test is considered as relevant for 1 hour after which it must be re-launched

Failed There’s a technical issue with your test, please retry later

d. External Summary: Will show you a resume of the Technical test

2. Actions: These buttons allow you to manage your issue according to the result of the Technical

Test

Continue Case Creation If an issue was detected during the analysis you can continue the case creation

Book appointment If your issue needs an intervention you can directly book an appointment with

Proximus

5.3 Filters








You can directly type first characters of condition. The

result will be showed dynamically in this list.







Tips





You can export your




:

Tips




6. My Events

6.1 Layout

This menu is composed of 3 tabs:

1. Planned Works: Show you all the Planned works linked to your accounts

2. Incidents: Show you all the general Incident impacting your configuration

3. My Appointments: Show all the past and future interventions planned with Proximus

6.2 Planned Works

You can check the content of the Planned Work:

And show all elements of your configuration which will be impacted (‘Impacted CI’ tab)




6.3 Incidents

You can check the content of Incidents concerning your configuration.

And show all elements of your configuration which will be impacted (‘Incident Affected CIs’ tab)

6.4 My Appointments

This tab shows you an overview of all the Appointment(s) you have with Proximus.

You can check the content…

or modify a slot by clicking on ‘Rebook Slot’ button.




6.5 Filters






will be showed dynamically in the below list.







You can export your



3 bars in front of ‘Cases’ :

Tips





Tips




7. My Account

7.1 Layout

You can check your Account ID and Account Name.




8. Report an Issue

You can report an issue from the Global Search or from this link.

This action will result in a Case. This is the mandatory step in the communication with Proximus.

8.1 Base Configuration Items

When you want to report an issue, you must first select the element (Configuration Item) concerned.




8.2 CI Details

The form of configuration Item is composed of

4 parts:

1. A Color bar indicators flow to show the history of your issues

2. Technical information of the Configuration Item: Service ID, location, Install Date, Status

3. Actions: ‘Create Case’ button ‘Create Change Requests’ button

4. Additional information tabs about the Configuration Item (See next subchapters)

8.2.1 Cases tab

This tab shows you all the Case history for the Configuration Items selected.

2

3

4

More information about Case content: See ‘Case detail’

Information

1




8.2.2 Diagnosis and Recovery Tasks tab

This tab shows you all the Diagnosis Tasks previously launched for the Configuration Items selected.

8.2.3 Incidents tab

This tab shows you all the opened Incident impacting the Configuration Items selected.

8.2.4 Planned Works tab

This tab shows you all the opened Planned Works impacting the Configuration Items selected.

More information about Task content: See ‘Diagnosis Details’

Information

More information about Task content: See ‘Incidents’

Information

More information about Task content: See ‘Planned Works’

Information




8.3 Create Case

The creation Case action will perform first an

automatic test of your configuration

Depending on the test result, you will then create a Case,

If needed you can also launch another new test or check the detail of this analysis




8.3.1 Case Type

When you click on ‘Continue Case Creation” button, you

must first select the type:

Case Type

Service Issue Your configuration no longer works as it should

Info Request You have a technical question without technical issue




8.3.2 Case Creation form

In the Case creation window, some fields are already filled

in (Greyed out)

Service identifier: Filled from the Configuration

Items previously selected.

Case Type: Following your selection

In the next fields, you must type:

Impacted Services

Impact: on your business based on the Impacted

Services (e.g.: down, slow…)

Customer Ticket Reference: Reference of your

personal ticket system

Description: Describe the issue you are confronted

with. Following previous selections, a template

can be displayed.

Are you onsite contact: If you select ‘No’, you must fill in the

next fields

Contact First Name & Last name: fill here the name of the

onsite contact if needed

Language: Communication language

Preferred Communication Channel: Email, Phone, SMS (or

None if you refuse to keep inform)

Tel. Number & Email Address: Used by Proximus to contact

you

When all the information has been completed, ‘Register your Case with Proximus’




8.4 Create ‘Change Requests’

8.4.1 Customer Service Catalogue

Select the Service you want

change

Fill next the detail of your request (e.g.

Access-list)

And ‘Submit’ It




9. Profile Name

The Profile Name menu allow you to modify your Profile and manage the Contact of your company.

9.1 Profile

You can modify all your personal information.

To set your job title/Function To select your Account

To upload a personal picture

To set your first name

Your preferred Language

Your preferred

communication Channel by

default

Your phone numbers

Your Email address

Your Time zone

Your last name

An additional phone number

Enable or Disable notification

sending




9.2 Accessibility enabled

The functionality to enable the Hint as soon as the field is selected as shown below is controlled by user

preferences.

The platform includes features that support Web Content Accessibility Guidelines (WCAG) 2.0 level A to make

the interface more accessible to all users. These features improve the user experience when accessing the

instance with screen readers and keyboard navigation.

You can find Here the link which explains the functionality.

Follow the below steps to enable this preference

Go to user profile.

Under “User Preference” block check the “Accessibility enabled” button.

https://www.w3.org/WAI/WCAG20/quickref/?currentsidebar=%23col_customize&levels=aa%2Caaa

https://docs.servicenow.com/bundle/london-platform-user-interface/page/administer/accessibility-508-compliance/concept/c_SetUpSect508ComplianceFeature.html




9.3 Contact and Groups

You can manage all the employee to your company in this part of the portal.

‘Contacts’ tab: You can create and delete an employee to your company

‘Groups’ tab: You can create and delete a generic email

9.3.1 Contacts

This sheet will show you all the Contacts defined to your company.

Creating a contact allows users to receive notifications for the account.

Click on ‘Create New Contact’ button to add one.




Contact information’s

Enable or disable the

notification to contact

Set ‘active’ or not if the

contact is no longer a member

of your company

9.3.2 Group of contact

If you have email addresses that do not belong to an individual person, you can add them to ‘Groups’. (E.g.: Shared Mailbox, Generic email of a service…)

During the Contact creation, the ‘Create Subscription’ button is disable

Information




General information

Enable or disable the notification to contact




9.3.3 Create a subscription

If you want to be warn about all event impacting your company or some specific element/site, you can

activate a subscription for contact or group.

When you open a Contact in your list, you can access to the ‘Create subscription’ button in ‘Actions’

section.

Select first the type of subscription you want.

Incident: For all general incident concerning your

configuration

Planned Works: For Planned Works concerning your

configuration

Pro-active Case: If Proximus create a ticket concerning a

potential technical issue before you’re impacted in your

business

Re-active Case: If you create a ticket whatever the case

creation channel. (By portal, call to Servicedesk, email… )

Then select one or more accounts from which you

want to be informed




If needed, you can fine-tune your subscription by selecting a Class (e.g.: Fixed product, Explore product…)

and/or one or more specific Location, a part of your configuration (Service identifier) and/or an initiator of

Case creation.

These last fields are not mandatory.

10. My Reports

‘My reports’ section gives you a general or detailed reporting of all your interaction with Proximus.

10.1 General Dashboard

The General dashboard shows a predefined overview of the historic Cases:

• Cases created in last 7 days • Cases created in last 30 days • All open cases more than 7 days




• Open/Solved Cases Last 30 days • Closed Cases last 30 days per priority • All Cases per Product Line created last 30 days • Cases created past 12 months

Each element is clickable to modify the way you display the content.




10.2 Advanced Reporting

The advanced reporting show you a similar view of ‘My C ases’ section but by including more columns.

You will then have the possibility to create many more filters and export the results to xlsx, csv or pdf.

The use is the same as for all previous filters.

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