IT-ATM Department

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User Manual

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ATM Desktop Access

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USB Access Request Portal

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IT-ATM Department

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 IT-ATM Department

Table of Contents
1. Background ..................................................................................................................................... 3
2. Access to ATM iAlerts Portal ........................................................................................................... 3
3. Types of Terminal Access Request .................................................................................................. 3
4. Access Request Flow- New Request Creation and Processing ....................................................... 3
5. Access Request Flow- Request Withdrawal .................................................................................... 7
6. Security Measures........................................................................................................................... 8
Annexure I- Contact Details .................................................................................................................. 10

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1. Background
Bank has implemented Centralised Access Management Solution to provide ATM
desktop access and Checker Solution to provide USB access to Field Engineers
over ATM terminal. Currently, ATM Desktop access and USB access over
terminal is provided to field engineer over call. RBI in its IT-Examination 2021 has
raised serious concerns over this process. This pose security risk to Bank as the
authenticity of the Engineer visiting the ATM for any Desktop access activity or
USB access activity cannot be confirmed. To mitigate this risk, Bank decided to
implement a workflow to provide ATM Desktop access and USB Access over
Terminal only on request basis in online mode using ATM iAlerts portal.

2. Access to ATM iAlerts Portal

To provide the ATM Desktop access and USB access over Terminal, a new link

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Terminal Access has been created as under:

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ATM iAlerts (https://atmialerts.sbi:7002/Ialerts/) → Anytime Channels → Terminal

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Management→ Terminal Access

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Access to this link will be available only with Bank staff of Anytime Channels

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3. Types of Terminal Access Request

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If any engineer is required to visit ATM site for ATM Desktop access or USB
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access, the same needs to be informed to Bank staff for raising Terminal Access
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request. There are two type of requests which can be raised by Bank Staff i.)
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ATM Desktop Access, ii.) ATM Desktop and USB Access

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i.) ATM Desktop Access: Under this flow, access to only ATM Desktop will be
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provided to the engineer.

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ii.) ATM Desktop and USB Access: Under this flow, access to both i.e., ATM
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Desktop and USB will be provided to ATM engineer.

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4. Access Request Flow- New Request Creation and Processing

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a) Official from Anytime Channels (Bank user) click on New Request button at the
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top right corner after navigating to Terminal Access screen.

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 IT-ATM Department
Following screen will appear

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b) Bank user to enter Branch code and click on search button. Further, need to

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select Terminal ID for which access is to be requested and need to provide

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Engineer information along with Planned Date/Time of visit as below:

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*Planned Date/Time can be selected only till two days in advance.

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Note: USB Access Required? checkbox needs to be selected only if ATM engineer
needs access to both ATM desktop and USB. In case the checkbox is not selected,
only ATM desktop access will be provided, and USB access will not be provided.
Fresh request needs to be selected by the Bank user for both ATM access and USB
access.

c) On clicking on Validate button, following popup will come:

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d) On clicking on Submit button, following confirmation screen will come:

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The status of the request will be PENDING OATS- ATM ACCESS TEAM
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e) Requestor will receive confirmation SMS as below:

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f) Engineer will receive OTP SMS for Desktop Access and USB Access as below:

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 IT-ATM Department
g) Engineer will receive OTP SMS for USB Access, if USB Access Required?
checkbox is selected, as below:

h) Engineer must visit ATM site only during Planned Date/Time and call the ATM
Desktop Access team, GITC for Desktop access only from the contact
number provided in the request. Contact details provided in Annexure-I.

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i) CMS team will verify the Request ID, Contact number and will ask the OTP

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received by field engineer for authentication. Once engineer is authenticated,

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CMS team will ask ATM ID, ATM OTP ID and Random Number and provide

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ATM Desktop access to field engineer which will be valid only for 2 hours or 5

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ATM reboots, which ever is earlier. In case further access is required, fresh
request to be raised by Bank user.

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Once access is provided by CMS team, following message will be received by
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field engineer and Bank user who has raised the request:
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However, in case request is rejected, the status of the request will be

REJECTED.

j) If USB Access Required? checkbox is selected and request is approved by

OATS ATM Access Team, the request will subsequently go to CMS team, GITC
for USB access. The status of the request will change to PENDING OATS-USB
ACCESS TEAM.

k) Engineer must visit ATM site only during Planned Date/Time and call the USB
Access team, GITC for USB access only from the contact number provided
in the request. Contact details provided in Annexure-I.

l) CMS team will verify the Request ID, Contact number and will ask the OTP
received by field engineer for authentication. Once engineer is authenticated,

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CMS team will ask ATM ID and provide ATM USB access to field engineer. In
case further access is required, fresh request to be raised by Bank user.

Once access is provided by CMS team, following message will be received by

field engineer and Bank user who has raised the request:

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The status of the request will be CLOSED

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However, in case request is rejected, the status of the request will be

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REJECTED.

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5. Access Request Flow- Request Withdrawal
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Bank user can withdraw a request if required before the request is processed by
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OATS-ATM Access Team. i.e., The request must be in status PENDING OATS-
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ATM ACCESS TEAM for withdrawal.
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a) Official from Anytime Channels (Bank user) needs to enter Request ID in the
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available textbox and click on Withdraw Request button at the top right
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corner after navigating to Terminal Access screen.

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For example, in below case, request ID TA00292005 is under PENDING

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OATS- ATM ACCESS TEAM status. User needs to enter the request ID in the
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available text box and click on Withdraw Request button. Following screen
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showing the details of the request will be displayed:

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b) Official from Anytime Channels (Bank user) needs to click in Withdraw

Request button and the status of the request will be REJECTED.

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6. Security Measures
a.) Request can be raised only upto 2 days in advance.
b.) Request for past date/time cannot be raised.
c.) Only one request can be pending for a terminal at a time.
d.) OTP validation is mandatory to approve the request. Hence, field engineer
must provide the OTP to CMS team to authenticate the field engineer.
e.) Request will auto-expire 3 hours after the planned date/time of visit is passed
and fresh request will be required.

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IT-ATM Department
 IT-ATM Department
Annexure I- Contact Details

a. ATM Desktop Access Team

Sr No. Region/Name Type Contact Number
1 East Helpdesk 9372950054
2 West Helpdesk 9372940963
3 North Helpdesk 9324461527
4 South Helpdesk 9324485832
5 Madhuraj Patil L1-Escalation 8779963349
6 Rajneesh Mishra L2-Escalation 9129503932

b. USB Access Team

Sr No. Level Contact Number
1 Level-1 8591560881
2 Level-1 9967589864

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3 Level-1 8591599464

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4 Level-1 8591583318

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5 Level-1 8591559394

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6 Level-1 8591593772

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8 Level-1 9324537885

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10 Level-2 Deepak Kamble – 7738191243
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Amit Rawat – 8879267082

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Manikawasagam – 6379435337
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Neeraj Sharma – 9769315533

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Kalpesh Patel – 8778939886

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12 Level-4 Anil Sequeira - 7021841164

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