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  • Reporting Citrix Issues-Guidelines

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    The document provides guidelines for reporting IT issues at CBT, including: 1) Employees can report issues by clicking the "Report an issue" button on the IT service portal and filling out incident details such as location, category, description, and attachments. 2) Employees can view the status of existing incidents by clicking on the incident number. 3) There is an IT support escalation matrix that lists support contacts for different issue types and escalation levels.

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    The document provides guidelines for reporting IT issues at CBT, including: 1) Employees can report issues by clicking the "Report an issue" button on the IT service portal and filling out incident details such as location, category, description, and attachments. 2) Employees can view the status of existing incidents by clicking on the incident number. 3) There is an IT support escalation matrix that lists support contacts for different issue types and escalation levels.

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    4 views3 pages

    Reporting Citrix Issues-Guidelines

    Uploaded by

    SIVA
    The document provides guidelines for reporting IT issues at CBT, including: 1) Employees can report issues by clicking the "Report an issue" button on the IT service portal and filling out incident details such as location, category, description, and attachments. 2) Employees can view the status of existing incidents by clicking on the incident number. 3) There is an IT support escalation matrix that lists support contacts for different issue types and escalation levels.

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    of 3

    Reporting IT Issues Guidelines:

    Overview: Guidelines for reporting all IT issues using IT Requests link.


    Have an IT Service Request?
    http://connections/ITRequests/SitePages/SNRequest.aspx
    To access the Employee Self-Service portal (ESSP), go to your IE browser and
    type ESSP. You can also use the below link to access the system:
    http://essp.cinbell.com
    Note: If you accidently get to this login screen, select "Use external login" which will
    take you to the login prompt above.
    Your User ID is your CorpnetID@cbb (i.e.sman472@cbb). No password will be
    needed.

    You will be routed to the Accenture service-now. You can also use the below link to
    access the system:
    https://accentureplc.service-now.com/clientportal?id=clientportal_main_home

    8/25/2020 Created Sivaraman M


    To Create incident, Click Report an issue (Create incident). New Dialogue box will
    open with mandatory fields.
    Location: India
    Category: If your issue is with Citrix/VPN use dropdown button and select Remote
    Access issue.
    Short Desc: Brief about your Issue, if more use Description.
    Attachment: On Top right corner, add attachment is enabled.
    Save to generate Incident number.

    Can also see the older incidents using My items → My Incidents.


    Example below: INC16990929

    Click the incident number to view and check the update status.

    8/25/2020 Created Sivaraman M


    IT SUPPORT ESCALATION MATRIX
    IT SUPPORT ESCALATION MATRIX
    1st Escalation (Team 2nd Escalation (Team 3rd
    IT Objectives Request Type Probable Cause URL Desk No. (24 X 7) Support Leads/CBTS- IT Leads/CBTS- IT Escalation e-Mail Notification
    ANALYST) (24x7) ANALYST) SDM
    TO:
    it.support@cbts.com
    accentureplc@service-now.com
    Pradeepkumar Mani - CBT.IO.Citrix
    Resetting your network
    9940610988 CBT.IO.Citrix@accenture.com
    password.
    Saravanan Selvaraj - DL-Support-CBT-IO-
    Issues with Citrix sessions​. Arun
    http://connections/ITRequests/ 513-397-1313 8939402433 SUNIL GUNASEKAR- NETWORK@cinbell.com
    Urgent Issues All CBT Users Issues with your computer. Ticket Sasidharan -
    SitePages/Urgent%20Issues.aspx (IVR NUMBER Option (2)) Santhana Bharathi - 9710510436 sunil.gunasekar@cbts.com
    Wireless phone support. 9840292535
    8778495425 CC:
    Application-specific issues,
    Sivaraman Mani - 1. DL-CBTS-
    such as resetting passwords.
    8838819277 CBMonitoringTechs@cbts.com
    2. DL-Dept-noc-
    mgmt@cinbell.com
    3.Team Leads and SDM
    Pradeepkumar Mani -
    9940610988 TO:
    Manage My Profile Saravanan Selvaraj - it.support@cbts.com
    Arun
    Online Password Forgot My Password https://password.cinbell.com SUNIL GUNASEKAR- 8939402433 accentureplc@service-now.com
    Individual NA Ticket Sasidharan -
    Manager Manage My Passwords /PMUser 9710510436 Santhana Bharathi - sunil.gunasekar@cbts.com
    9840292535
    My Notifications 8778495425 CC:
    Sivaraman Mani - Reporting Team Lead
    8838819277
    TO:
    it.support@cbts.com
    accentureplc@service-now.com
    Pradeepkumar Mani - CBT.IO.Citrix
    9940610988 CBT.IO.Citrix@accenture.com
    Saravanan Selvaraj - DL-Support-CBT-IO-
    Report An Issue Arun
    IT Service Requests Individual/ http://connections/ITRequests 513-397-1313 SUNIL GUNASEKAR- 8939402433 NETWORK@cinbell.com
    Raise A Request Ticket Sasidharan -
    (ESSP) All CBT Users /SitePages/SNRequest.aspx (IVR NUMBER Option (2)) 9710510436 Santhana Bharathi - sunil.gunasekar@cbts.com
    Knowledge Base 9840292535
    8778495425 CC:
    Sivaraman Mani - 1. DL-CBTS-
    8838819277 CBMonitoringTechs@cbts.com
    2. DL-Dept-noc-
    mgmt@cinbell.com
    3.Team Leads and SDM
    My Tasks Pradeepkumar Mani -
    Request Access 9940610988 TO:
    Distribution Lists Saravanan Selvaraj - it.support@cbts.com
    Application Access Arun
    Subjects SUNIL GUNASEKAR- 8939402433 accentureplc@service-now.com
    Requests Individual https://eim.cinbell.com/ NA Ticket Sasidharan -
    My Objects 9710510436 Santhana Bharathi - sunil.gunasekar@cbts.com
    (EIM) 9840292535
    Replace Badge 8778495425 CC:
    Contact Directory Sivaraman Mani - Reporting Team Lead
    SharePoint/MS Teams 8838819277

    IT ESCALATION
    MATRIX.xlsx

    8/25/2020 Created Sivaraman M

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