Admin, Account and Customer Resume by uui18871

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									Customer Procedures for Accessing Web Engine Tools
and Password Administration
The AT&T Global Network Customer Support web site provides a convenient, comprehensive way for the
customer to access and manage reports, problem tickets and user ids. There are three sections of particular
interest to the Managed Router Services customers.
Web Engine is an interactive web based customer support tool. From Web Engine customers may view
reports and display, open or update problem tickets. Additionally the Managed Router Services Tech
Center gives the customer access to descriptions of the Managed Router Services and access to relevant
support phone numbers. The Password Administration site gives the customer’s System Administrators the
ability to change passwords, reset resume and revoke user ids as needed.


Web Engine Access Procedures
Go to the AT&T site: www.att.com
Click on 'for business'
Under 'see other AT&T sites,' click on 'AT&T Global Network Services'
Click on 'GO'
Click on 'Customer Support'

You should now be at the AT&T Global Network Services Customer Support site
There are two sections an MRS client will have interest in, tech center and tools/reports




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Tech Center – The Tech Center links the customer to a description of the Managed Router Services, an
introduction to MRS Express and a helpful list of customer support contact numbers
Under 'Tech Center selections,' select 'AT&T Managed Router Solutions'




Select 'Help Desk Numbers' to see help desk numbers.
You should see a message at the top of the page referring MRS clients to their correct HD
You can click on 'tools and reports' from here or go back to the customer support page and click on
‘Tools/Reports’




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Tools/Reports – Under Tools/Reports customers will find a comprehensive list of support options.
Managed Router Services customers will be concerned with two options in the selection list after logging
into Tools/Reports: Managed Router Services and Service Manger Administration

Click on 'Tools/Reports'
Click on 'Encrypted Access'
Enter your account, user id and password then click 'login'




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Select 'Managed Router Solutions' from the drop down list




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From this point, the client may: (Note: any of these selections will open a new browser and leave
the client in one of these existing applications.)

-Click on 'Performance Management Reports', 'Router Information Reports', 'Network Element
Reports' (these all take the client to the reporting tool, Concord, that the customer is already familiar
with)

 -Click on 'Move, Add, Change, Delete (MACD) Orders' (This will take the client to the existing ACSS
site for MACD that the customer is already familiar with)

-Click on 'Query tickets opened before mm/dd/2000' (This will take the client to their existing ticketing
system that the customer is already familiar with) THIS WILL GO AWAY AFTER 60 DAYS FROM THE
DATE THAT THIS SERVICE BEGAN

-Select 'Infoweb Problem Management' from the pull down menu above to query or open a ticket on or
after mm/dd/2000. (mm/dd/2000 being the date that this service began).

-Click the ‘ HELP ’button. This will take you to a brief help screen that you may download the Managed
Router Solutions Administration Plan from.




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Click on ‘HELP’ and then click on ‘MRS Admin Plan’ to download the Managed Router Solutions
Administration Plan




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Click on ‘Performance Management Reports,’ Router Information Reports’ or ‘Network Element
Reports’ to be taken to your existing web based reporting application




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Click on ‘Move, Add, Change, Delete (MACD) Orders’ to be prompted to sign into the ACSS MACD
site.




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Click on ‘Query tickets opened before mm/dd/2000’ to be taken to the ACSS site. At the next page, you
will click ‘here’




After clicking ‘here,’ you will see this ACSS login page




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As stated earlier, these last several web services were shown in a new browser that was opened for that
purpose. In you syetem tray the browser for Tools/Reports has remained active. Click on it to return to
that window. There were two places on the home screen directed you to a new secure web ticketing service
INFOWEB Problem Management that you can find in the pull down list. In the future, you have the
option of selecting this service without first opening Managed Router Solutions.




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This shows the home page of the INFOWEB Problem Management service.




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Select 'Open a new problem ticket' (This is a new function that the customer did not have on the
ACSS ticketing application.)
Fill in all fields and click 'create' to create a new problem ticket




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Select 'Display or Update an Existing Problem Ticket'
Client can then search by a variety of criteria or enter the ticket number to pull up. (There will be more
search criteria in the production version which will be enhanced in several steps to provide search
functionality equivalent to the current ACSS system.)




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When your ticket is pulled up, you will see this screen.
We have provided some new functions that allows the client to communicate with the help desk
Using this service. The types of updates and modifications are shown on the screen.




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Password Administration for your Managed Router Services User Ids
All user ids under your account have service administrator access. With these ids the service administrator
may change and reset passwords, resume and revoke user ids.

Resetting a password – a service administrator would reset a password if the user of an id forgot their
password or for what ever reason the service administrator feels the password needs to be changed

Revoking a user id – For security reasons, such as an administrator leaving the company, you may want to
revoke (suspend) a user’s access to the web site. To do this, revoke the user id and reset the password.
Your account is responsible for preventing unauthorized access to the web site. You should establish
procedures to ensure that the passwords of revoked user ids are kept confidential

Resuming a user id – You can reactivate user ids that you revoked and that the network revoked ( when a
user attempts to log in three times in succession with the wrong password, their id will become revoked).
Resuming a user id takes the revoke status off but does not change the password.

If you need assistance with password administration, please call the Managed Router Solutions customer
support line at 1-877-299-2602



After clicking on ‘Tools/Reports’ and signing in, as previously detailed, select ‘Service Manger
Administration’ from the drop down menu




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On the next page click on ‘Password Administration’




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After clicking on password administration you will be brought to this page




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To Reset a Password

Enter the Administrators account in the Admin Account field.
Enter the Administrators user ID in the Admin User ID field.
Enter the Administrators password in the Admin Password field.
Enter the account of the user whose network password is to be reset in the Target Account field.
Enter the user ID of the user whose network password is to be reset in the Target User ID field.
Enter the new network password in the Target Password field.
Choose either Yes or No on the Force password change at next login field.
Click ‘Submit’

Note 1: The password specified in the Target Password field may be marked to expire or not
      expire depending on the setting of this flag. If this flag is set to Yes, the user will be prompted
      to enter another password the next time they logon to the network. If this flag is set to No, the
      user will not be prompted to enter another password the next time they logon to the network.
Note 2: The setting of this flag does not affect the target user's attribute as a non-expiring
      password user or expiring password user

To Resume a Password

Enter the Administrators account in the Admin Account field.
Enter the Administrators user ID in the Admin User ID field.
Enter the Administrators password in the Admin Password field.
Enter the account of the user whose network user ID is to be resumed in the Target Account field.
Enter the user ID that is to be resumed in the Target User ID field.
Click ‘Submit’

To Revoke a Password

Enter the Administrators account in the Admin Account field.
Enter the Administrators user ID in the Admin User ID field.
Enter the Administrators password in the Admin Password field.
Enter the account of the user whose network user ID is to be revoked in the Target Account field.
Enter the user ID that is to be revoked in the Target User ID field.
Click ‘Submit’


The password administration instructions may also be viewed by clicking on’ help’




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