prose user guide - microsoft operations and support experience (prose) user guide june 23, 2017...
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Partner Operations and Support
experience (PROSE)
User Guide
June 23, 2017
Table of Contents Introduction ............................................................................................................................................ 2
Getting started with PROSE ................................................................................................................... 4
Step 1: Request access to PROSE ........................................................................................................ 4
Step 2: Sign in to PROSE ..................................................................................................................... 5
PROSE UX............................................................................................................................................... 6
Header ................................................................................................................................................ 7
Navigation .......................................................................................................................................... 7
PROSE Tiles ........................................................................................................................................ 8
PROSE errors ...................................................................................................................................... 9
Sign out of PROSE .............................................................................................................................. 9
Prose Features ........................................................................................................................................ 9
Partner Enrollments ............................................................................................................................ 9
Partner search ................................................................................................................................... 12
Find a partner using tenant id ........................................................................................................ 12
Find a partner using name and country ......................................................................................... 12
Find a partner using MPNId ........................................................................................................... 12
Partner Profile page ...................................................................................................................... 14
Auditing ............................................................................................................................................ 15
PROSE access control ........................................................................................................................... 16
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Appendix .............................................................................................................................................. 16
ICM Ticket Creation Process ................................................................................................................. 16
Introduction
As part of our continuous efforts, to make it easier, simpler, and more valuable to do business with
Microsoft, we are investing towards one support ecosystem. These investments will be efficient with
convergence of support, BizOps, SE tools, teams and processes.
In the past, the many fragmented and isolated systems that we relied on made it impossible for
Support/BizOps/SE Teams to have a One stop shop tool. Partner Center PrOSE Team will change that
by convergence of support – tools, teams and processes.
PrOSE tool is currently supporting following personas. We will add support to more personas if
required.
1. GOC
2. CSS (RSC frontline)
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PROSE URLs
Production URL Notes
https://prose.microsoft.com
Sign in with <alias>@microsoft.com
PPE URL Notes
https://prose.microsoft-ppe.com
Sign in with <alias>@microsoft.com
Getting started with PROSE
Step 1: Request access to PROSE • Following is the list of security group owners; you can contact the owner of the group where you
fit in for the access.
Display
Name
E-mail Description Owner
BizOps
GOC
Admin
Group
[email protected] This is GOC admin
role that can
update and view
partner details /
pending
qualifications /
override
competencies /
send notifications /
refund / credit
scenarios / view
audit history
Anthony Lopez
, Quynh Ha
[email protected], Nirav
Randeria <[email protected]>
BizOps
GOC
Read
Group
This is GOC view
only role that can
search and view
partner details /
pending
qualifications /
override
competencies /
send notifications /
refund / credit
scenarios / view
audit history
TBD
BizOps
Support
Admin
Group
[email protected] This is a CSS Admin
role that can view
/update /delete
functionality like
searching a partner
and view partner
details, edit
partner profile /
view partners
competencies /
benefits / audit
history / error
history etc.
Brenda Borrows
<[email protected]>; Amy
Kolbo <[email protected]>;
BizOps
Support
Read
Group
[email protected] This is a CSS view
only role that can
view functionality
like searching a
partner and view
partner details,
view partners
competencies /
benefits / audit
history / error
history etc.
TBD
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BizOps
Admin
Group
[email protected] This is a super
Admin role that
has access on all
the functionality
and pages in PrOSE
tool
Michael Hyatt
BizOps
Read
Group
[email protected] This is read only
role that can view
all the functionality
and pages but
cannot update or
delete any feature.
TBD
• If you are new team to onboard PROSE you should provide below information and email to
PROSE DL ([email protected]). PROSE Team will either create new group for your
business area or redirect you to an existing PROSE group.
o LOB(Business group line of business):
o Business justification (Why you need this PROSE group, what project/team you belong
to):
o Group Name (Something short that represents your LOB uniquely. For example we have
BizOps Admin Group , BizOps Read Group etc.
o Administrator (Person to manage provisioning for your team, initial admin can add
other admins once group created, limit of admins is 10) :
o How many users anticipated to use PROSE?
o Is this group engineering team or support team?
o Whether need the group in INT environment?
o Manager approval (most important): The approval from manager of new group admin
(once all info is provided admin’s manager can just reply to the thread with approval.
Step 2: Sign in to PROSE 1. Go to https://prose.microsoft-ppe.com
2.
3. Type your user name (<alias>@microsoft.com) and password.
4. Click Sign in.
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5. Now you see a dashboard and / or a search button on the header depending on your rights.
Authorization and Authentication:
• Authenticated users for Prose are Microsoft corp users (@microsoft.com).
• Authorization implementation is out-of-box feature from .net framework with an addition
leveraging IDWEB and AAD App Roles.
• Users’ needs to be added to the security groups by using IDWEB
• The groups created using IDWEB are mapped to app roles in AAD application.
• Once mapping is done, user's token contains the role claims.
• Multiple security groups can be mapped to one app role.
PROSE UX Landing / home page
Hamburger menu Tiles Header Signed in user name
Home button Search
Feature Sub feature Content area Footer
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Header The Header appears along the top and has the following options:
Clickable area to go to home page
Use the Search partner button to find a partner
Click your sign in address for the following menu items:
• Sign Out: Choose this to sign out of PROSE.
Navigation There are three ways you can navigate in Prose. Either using the hamburger menu or using the bread
crumbs.
1) When you click on icon on the header, you are redirected to
the landing / home page.
2) When you click on the hamburger icon , the menu expands and shows the features that you
have access to.
3) When inside a specific feature or sub-features, when you click on bread crumbs, you can
navigate to specific page you clicked.
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Note - The items on the menu bar vary depending on your rights.
PROSE Tiles On the landing page, you will see tiles grouped by functionalities. For ex – enrollment related
functionalities will appear as clickable links in enrollment tiles and likewise.
Note – Enrollment is considered as a feature and Pending Partner Qualifications is considered as sub
feature. We will keep on adding new features and sub features in future iterations.
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PROSE errors When an error happens in PROSE, you’ll see an error message like this:
Include correlation id when submitting a bug against PROSE.
Sign out of PROSE
To sign out of PROSE:
1. Click your sign in address in the upper-right corner.
2. Click Logout.
Prose Features
Partner Enrollments The partner enrollment feature is used for performing actions on partners that have enrolled for VAR /
MPN / CSP programs.
Pending partner qualifications
User can view the partners who have qualifications pending to the Partner Center programs like VAR /
MPN / CSP. The programs are displayed as tabs in the page.
Click on Pending Partner qualifications link in the enrollment tiles. If you are unable to view the link,
please check with your admin to get access.
On clicking, the pending partner qualifications page will load with Indirect reseller as the selected tab.
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You can search for a partner and click on Approve or Reject link.
After viewing the qualifications details, click on Approve / Reject button to take an action on the
qualification. For approve, there is only a single reason so far which is Manual Approval. For reject we
have multiple reasons so select appropriately.
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Reject:
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Partner search The partner Search page is a link that you see after signing into PROSE on the header. When you click
on the link , search page is displayed in the content area with various search
criteria’s.
Find a partner using tenant id
• Click Search Partner from the PROSE header.
• Enter the tenant id of the partner to be searched and click on search button
• Tenant id is a length alphanumeric set of characters which is a globally unique identifier for an O365
tenant. Typically, a tenant represents a company. You may get this from partners via the tickets
they raise or partner emails.
Find a partner using name and country
• Click Search Partner from the PROSE header.
• Enter the company name(full) and country of the partner to be searched and click on search button
Find a partner using MPNId
• Click Search Partner from the PROSE header.
• Enter the MPNId of the partner to be searched and click on search button
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Partner Profile page The partner profile page has basic partner info. From the profile page, you can view following
information about the partner (This is work in progress and as and when new features are added it will
be updated here):
• Partner Profile details
• Competency
• Audit
• Offers
Offers tab will show the Partner Eligibility, Enrollment and Benefits as below:
r
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Auditing The audit page shows you the history of changes made using PROSE. It also has an option to display
comments associated with actions done in PROSE. Comments are notes added by an agent to explain
why a change was made on a Partner’s account.
Audit values
Attribute Name Description ResourceType
Features like Enrollment, Audit, Notification
ResourceSubtype
Sub features like pending qualification, view audit history
UserEmailId
Email id of the user who made the changes in tool
OperationDate
Date when the changes were made
OperationType
If the operation was a get operation or create / update operation
NewValue
Modified values in a particular request
IsSuccess
If the call was success or failure
PartnerId
On which partner , the operation was acted upon
PartnerName
On which partner , the operation was acted upon
SourceSystem
Which source system triggered the operation like Prose
CorrelationId
Request id , will be needed if errors are encountered in Prose
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PROSE access control Following is the list as per current understanding. It will be changed as we get more clarity on the
support functions and features.
Action BizOps_GO
C_Admin
BizOps_GOC_
Read
BizOps_Support_
Admin
BizOps_Support
_Read
BizOps_Ad
min
BizOps_Rea
d
Search
partner
Y Y Y Y Y Y
View Partner
Profile
Y Y Y Y Y Y
Edit Partner
profile
N N Y N Y N
Approve
Pending
Qualifications
Y N N N Y N
View
competency
details
Y Y Y Y Y Y
Competency
Override
Y N N N Y N
Send
Notifications
Y N N N Y N
View
Payments
Y Y Y Y Y Y
Refunds /
Credits
Y N N N Y N
View Benefits Y Y Y Y Y Y
Configure
benefits
Y N N N Y N
View audit
history
Y Y Y Y Y Y
View error
history
N N Y Y Y Y
Appendix
ICM Ticket Creation Process
Step#1( of 5 Steps):
https://icm.ad.msft.net/imp/v3/incidents/search/basic
**Note: You might not see below details for this screen for your profile. Please ignore the details and
continue with further steps.
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Step#2( of 5 Steps):
Provide below details:-
Pick the service that the incident needs to be assigned to :”Resellers and Partners Ecosystem”
Pick the team that the incident needs to be assigned to :”IN-DSE-RPE-BizOPS-SE”
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And Click ‘NEXT’
Step#3( of 5 Steps):
Provide below details:-
Title: “Mention the Issue Description at a high level in one sentence”
Cloud Instance: “ Public”
Environment where the incident occurred: “Prod”
Severity of the incident: Select 4 if one customer impact and 3 if more.
Description of the incident: Provide all the details about the issue
Attachments: If any
Click Next
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Step#4( of 5 Steps):
Provide below details:-
Select the impacted services: ”Resellers and Partners Ecosystem”
Select the impacted teams: ”IN-DSE-RPE-BizOPS-SE”
Select the impacted components: Leave it BLANK
Customer Name:” Add your name”
And Click ‘Submit’
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Step#5( of 5 Steps):
Leave all the fields BLANK here and
And Click ‘SUBMIT’
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