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YOUR USE OF THIS DOCUMENTATION IS SUBJECT TO THESE TERMS Use of this documentation You are authorized to view, copy, or print the documentation for your personal use only. None of the Amadeus data included in the documentation may be sold, transferred, redistributed, retransmitted, published or commercially exploited in any way without the express advance written permission of Amadeus. This documentation is provided on an AS IS basis and Amadeus does not warrant any maintenance or support in using this documentation. Data ownership This documentation is protected by Intellectual Property rights and is the exclusive property of Amadeus. No licence over these Intellectual Property rights is herein being granted. You acknowledge that the documentation is the valuable intellectual property of Amadeus and that if you use, modify or distribute the documentation for unauthorized purposes, you will be liable to Amadeus for any damages it may suffer. The examples in this document are for illustrative purposes only. The naming of particular airlines, hotels, car rental agencies, or other companies in these examples does not constitute an endorsement, express or implied, of Amadeus by these companies or of these companies by Amadeus. Product offers, prices, terms and other information provided herein are subject to change without notice. You should determine the appropriateness of any product for your intended purpose and needs. Amadeus makes no warranty of any kind including but not limited to the implied warranty of merchantability and fitness for a particular purpose.
2010 Amadeus s.a.s. All Rights Reserved. Edition 5.0 Job Number 2485 FE 0210 For Amadeus Customer Service Point
February 2010
Table of Contents
Before You Start ...................................................................................... 1 What's New in This Document............................................................... 2 Chapter 1 What Is Amadeus Customer Service Point? ......................................... 3
What Record Types Can I Work with in ACSP? ........................................... 3 Who Is an Incident Owner? ........................................................................... 4 What Is a Record Status?.............................................................................. 4 Which Records Am I Allowed to Access? ..................................................... 5 How Do I Report ACSP Problems?............................................................... 5
Navigating the ACSP Work Area........................................................... 6 Chapter 2 Getting Started......................................................................................... 7 Logging In to ACSP ............................................................................... 7
How to Log In ................................................................................................ 7 How to Change Your Password .................................................................... 8
User Guide
How to Search for a Record ........................................................................ 20 How to Display a Record Using the Record Number .................................. 21 How to Display a Record from a Watchlist .................................................. 22
Index ....................................................................................................... 29
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Edition 5.0
Introduction
This user guide describes Amadeus Customer Service Point (ACSP), the Amadeus web-based problem submission and change request tool for customers and partners. This guide explains how to use ACSP from an end-user point of view.
Audience
This user guide is intended for users of Amadeus products and services who have to report any problems or incidents and assign them to their local Amadeus Service Management Centre (SMC). To get the most from this guide, you should be familiar with the problem and incident reporting process.
Objectives
After you have read this user guide, you will be able to: Understand how ACSP is used and what types of records you can work with Log in to ACSP Set up your user profile Create new records Find and display existing records Update records and manage them in your own watchlist Verify and close solved records or reject the solution and reassign the record back to the SMC
User Guide
Edition 5.0
Chapter 1
Amadeus Customer Service Point (ACSP) is a web-based tool which aims to harmonise problem and incident reporting processes across all Amadeus Commercial, Operations and Development groups.
ACSP provides one entry-point for customer incidents through the Service Management Centre (SMC). Amadeus customers report any production incidents using Incident Records (IRs) or Work Orders (WOs) which are subsequently assigned to the SMC. Note: Only customers who assign records directly to another group (for example, a third-level team) will continue to open Problem Tracking Records (PTRs).
Work Orders (WOs) - Used to request, control and implement service requests, that is, minor, standardized changes like user or data maintenance.
User Guide
Problem Tracking Records (PTRs) - Used to follow up problems, document recovery actions and report on test issues. Only customers who assign records directly to another group (for example, a third-level team) will continue to open Problem Tracking Records (PTRs). Change Requests - Used to request new functionality by either updating an existing product, or by creating a new product. Change Proposals - Used by the market to request an enhancement of the Amadeus system. Change Requests and Change Proposals relate to Amadeus products or customer products and are only available to certain customers.
Note:
Note:
Edition 5.0
The statuses that can be assigned to a record are described in the following table.
Table: Record Status Definitions Status New Acknowledged Open Pending Master Recovery Definition You have created a new incident record. Amadeus is working on the incident and you can follow the progress in your incident record. The incident is assigned to you and Amadeus is awaiting your feedback. This status is used for a major incident, or if more than one customer has reported the same incident. Amadeus is managing the incident in a Master Incident record. The role of your incident owner is to keep you up to date by transferring relevant information to your incident. Recovered Rejected Pending Problem Resolution Closed A workaround or solution has been found and Amadeus asks you to verify if it is satisfactory. The incident cannot be solved. The reason will be available in the Incident progress. No workaround/ or solution is available. The incident is due to an error in the system or coding: a Problem Record has been opened to fix the error. The incident record is closed.
User Guide
Table: ACSP Menu Options Area Top bar Menu Options Navigation bar My Watchlist My Profile Online Help Display by Record Number Create New Records Lists of Records Submitted Assigned Reviewable Extended Search Record Lists and Records Search Form and Results Record Update Buttons Creation Template Closure Forms
Edition 5.0
Chapter 2
Getting Started
Logging In to ACSP
How to Log In
1. Go to the ACSP home page at www.customerservicepoint.amadeus.com. 2. Fill in the login form with the username and password sent to you by email.
If the login is successful, the ACSP work area is displayed. If you have difficulties logging in, contact the Service Management Centre (SMC) nearest to your location.
User Guide
The User Password page is displayed. 3. Enter a new password. The password must be at least six characters long.
A new password will be sent to your registered email address automatically. 3. The next time you log in, change the password to one of your own choosing.
Edition 5.0
User Guide
3. In My User Settings, enter an email address and set Email Notification to On.
Each time a record assigned to your group is updated, you will receive a notification by email.
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Edition 5.0
2. In the My Opening Page field, select one of the following from the drop-down lists:
PTR List Assigned - Displays a list of the most recent list of PTRs needing your attention. This is the recommended option. PTR List Submitted - Displays a list of all PTRs submitted by your assignee group. PTR List Reviewable - Displays a list of all PTRs to which your assignee group has been given access for review purposes. These are records not created by or assigned to your assignee group.
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User Guide
3. Click on UserID to expand the menu, then click on Creation of a new UserID.
4. Fill in the template that is displayed. Once the new User ID is created, the new user is notified by email. The Work Order is then sent to the logger for verification and closure.
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Edition 5.0
Chapter 3
Creating Records
1. In the navigation bar, click on Incidents/Problems or Work Orders to display the list of available commands for the record type. 2. Click on Create New. The Template Listing window is displayed. The templates that are available for you to select depend on your login.
Example: Template Listing
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User Guide
If none of the available templates are appropriate, select the generic template. The first page of the template is displayed.
Example: Template
4. Enter the required information in the available fields. See How to Fill In the Template on page 15. 5. Click on Submit. The record is displayed and assigned to the SMC. You can perform the following actions from this page: Click on Attach to attach a file to the record. Click on Add Comment to add additional information. (For Incidents Only) If you no longer want to submit the record, click on Withdraw to assign the record back to yourself. The record will then close. See Withdrawing Records on page 17.
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Edition 5.0
After the prefix (if there is one), enter one of the following: The exact error message. A concise description of the problem or request.
2. Indicate the severity level of the record (IRs or PTRs) according to the guidelines in the following table.
Table: Incident Severity Levels Level Critical Criteria Only assign this severity level in the following circumstances: A system, application or functionality is unavailable, severely corrupted or severely degraded for a significant number of users. No backup is available. No bypass exists. For example: The production system is unavailable. One or more national systems cannot issue a ticket. All fare calculations are inaccurate. Critical is only available in certain templates and to certain users.
Note: Serious
Assign this severity level to a problem that affects the booking process for all users. For example: The site is down. The site is up but users cannot access it. No fares or availability are returned. Fares and availability are returned but no booking can be made. If your problem does not meet these criteria but you believe it warrants a Serious severity level, you must provide reasons in the record, otherwise the SMC will downgrade the record to Medium.
Note:
Medium
Assign this severity level to a problem that does not prevent bookings being made but can affect product use. For example: Inability to book a specific fare on a specific route. A problem found in non-booking critical functionalities, such as mail, flight information, seat map, calendar download or profile update (except if there is an impact on booking). Lack of textual clarity in descriptions of the booking process in specific scenarios.
Minor
Assign this severity level to a problem that does not affect the booking process for users. For example: Graphic problem Spelling mistakes
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User Guide
3. If the Urgency check box is displayed (IRs or PTRs), select this option only when both the following conditions apply: The Severity is Medium There is a commercial impact, for example, if a user is unable to book the lowest quoted fare on a regularly used route. Include a description of the commercial impact.
4. Describe your requirements in as much detail as possible. You must provide sufficient information for the SMC to reproduce the problem or to react promptly to the request. Note: All records that are open but are not accepted by the investigator or contact point will have the status New.
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Edition 5.0
Chapter 4
Withdrawing Records
2. Click on Withdraw. 3. Enter your comments in the displayed page. 4. Click on Submit. The update page closes and the updated record is displayed.
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Chapter 5
If necessary, you can sort the columns by clicking on a column header. 3. Click on the Record ID to display the record.
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User Guide
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Edition 5.0
2. Enter the search and filter criteria. For example To retrieve a list of records assigned to a particular assignee group, select the group from the My Groups field. To retrieve a list of closed records, select Closed from the Status field. To filter the results displayed in a list of records, type text into the Title String field and/or select the date range.
You can retrieve records of any status in your assignee groups. See Which Records Am I Allowed to Access? on page 5. 3. Click on Search. The Extended Search Listing window is displayed with the search criteria shown at the top of the page.
You can sort the columns by clicking on a column header. 4. Click on the Record ID to display the record.
2. Enter the Amadeus record number in the field below, then click on OK. The record is displayed.
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User Guide
The Watchlist window is displayed. 2. Click on the Record ID to display the record.
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Edition 5.0
Chapter 6
4. Click on Submit to complete the update and display the updated record.
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User Guide
3. Click on Browse to find the attachment. Note: The attachment must be stored on one of your local drives. 4. Click on Attach File to Record. You can now access the attached file via a link on the record page.
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Edition 5.0
Chapter 7
The status of the record changes to Open and the record is assigned back to the incident owner. The owner is then notified that further investigation is required.
The status of the record changes to Verified as Recovered. 3. Click on Add Comment to enter your questions or feedback about the recovery action.
2010 Amadeus s.a.s. - All rights reserved
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Chapter 8
Closing Records
1. Display the record you want to close. See Finding and Displaying Records on page 19. 2. Click on Verify and Close and enter your comment in the displayed page.
3. Click on Submit. The record is redisplayed with the status updated to Closed.
1. Display the record you want to close. See Finding and Displaying Records on page 19. 2. Click on one of the following buttons: Verify as Implemented - If the record status is Implemented. Accept as Invalid - If the record status is Rejected and you accept this status. The Comment page is displayed. 3. Optionally, add any further information.
2010 Amadeus s.a.s. - All rights reserved
27
User Guide
4. Click on Submit. The record is redisplayed with the status updated to Closed or Closed as Rejected.
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Edition 5.0
Index
A
ACSP Definition, 3 Internet browser access, 12 Attaching files, 24
C
Change notifications receiving email, 9 Changing configuration, 12 Closing records, 27 work order, 27 Confirming recovery, 25 Creating records, 13 filling in the template, 15
access, 5 closing, 27 creating new, 13 displaying by number, 21 extended search, 20 listing, 19 reopening, 28 severity levels, 15 status, 4 types, 3 updating, 23, 24, 25 verifying, 25 withdrawing, 17 Reporting problems, 5 Requesting access, 11 Requesting access for new user, 12 Restarting the investigation, 25
E
Extended search, 20
S
Searching for records, 20 Severity levels, 15
F
Finding records, 19
T
Templates filling in, 15 requesting new, 16
I
Incident owner, 4
L
Logging in, 7
U
Updating records, 23, 24, 25
N
Navigating, 6
V
Verifying records, 25
O
Opening page setting up, 10
W
Watchlist creating, 24 displaying records, 22 Withdrawing records, 17 Work area, 6
P
Passwords changing, 8 forgotten, 8
R
Records
29