War and Peace

Command Center Work Request System

User Guide

Version 1.0

Table of Contents

Table of Contents 2

Introduction 3

Welcome 4

Purpose 4

How it works 4

Working With the Request System 6

Accessing the Work Request System 7

Submitting a Work Request 7

Viewing Status of Submitted Work Request 8

Returned For More Information 9

Declined Requests 9

Work Request Forms 10

Computer Operations 11

Initiator Change 11

Job Priority Change 11

Job Performance Change 12

General Request 12

Requests not covered in Work Request 12

Distributed Systems Operations (DSO) 13

File Restore Requests 13

Password Reset Requests 13

Restart Process Requests 14

User ID Request 14

General Requests 15

Network Operations (NOC) 15

Concord Report 15

Firewall Request 16

Sniffer Trace Request 17

General NOC Request 18

Production Control 18

Job Run Request 18

General Production Control Request 19

Tape Library 19

Add Tape to Library 19

Call Back Request 20

Job Run Request 20

Tape Copy Request 21

1 Ð'Ñ"Ð"Ј

Introduction

Ð'Ñ"Ð"Ґ In This Chapter

Ð'Ñ"Ð"¦ Welcome

Ð'Ñ"Ð"¦ Purpose

Ð'Ñ"Ð"¦ How it works

Welcome

Thank you for using the Command Center Work Request System. This guide will provide you with the instructions for using the system to request services from the Command Center.

If you should have any questions, please feel free to contact a Command Center Associates for assistance.

Purpose

The Command Center Work Request System not only protects the CheckFree business, but also protects you as a user. The tool will allow the Command Center Staff to track all requests being created. This provides a centralized location for both the user and our associates to access these requests, and eliminates the need for multiple emails, sametime messages, and voicemail. An audit trail is created whenever you initiate the work request process. Monthly reporting will allow our associates to see the type of requests being made, and enhance any processes that may help you do your job more efficiently. Finally, this tool will allow the Command Center Associates to better prioritize their workflow between support issues, and work requests.

How it works

The Command Center Work Request System works in the following manner:

When a work request is submitted, a Command Center Associate receives an email notification of the request. The associate will review the request and take appropriate action.

The status of the work request will show if the request is in draft, open, pending, or closed. You can check on the status of any work request you submit by clicking on the Ð'ÐŽÐ'§By RequesterÐ'ÐŽÐ'Ё link on the left hand navigation menu.

A description of each status code and what each means follows:

Ð'„P DRAFT Ð'ÐŽV The request is in draft status, or is currently being constructed. A request in Draft status has not been submitted for work.

Ð'„P OPEN Ð'ÐŽV The request is in open status, or has been submitted for work. A request in Open status has been sent to a Command Center Associate for completion

Ð'„P PENDING Ð'ÐŽV The request is in a pending status. A request in pending status is waiting for more information from the requestor, or is waiting for some task to complete.

Ð'„P COMPLETED Ð'ÐŽV The request is in a closed status. A Command Center Associate has completed the request, and no further action is required.

Be sure to provide all of the necessary information (as outlined in subsequent sections) that may be needed to complete the work request. Please note that this system is not intended as a replacement for the change control process. More information concerning change control requests can be obtained from a change control coordinator.

The work request system is a first-in, first-out system. Therefore, your requests will be addressed in the order they are received. If you have an emergency, please fill in a work request, and call the group you need help from. This will help expedite your request to the top of the queue.

2 Ð'Ñ"Ð"Ј

Working With the Request System

Ð'Ñ"Ð"Ґ In This Chapter

Ð'Ñ"Ð"¦ Accessing the work request system

Ð'Ñ"Ð"¦ Submitting a work request

Ð'Ñ"Ð"¦ Viewing state of submitted work request

Accessing the Work Request System

Accessing the Command Center Work Request System is quick and easy: