ticketit user guide · sykes enterprises, incorporated 400 north ashley drive, suite 3100 tampa,...

Sykes Enterprises, Incorporated 400 North Ashley Drive, Suite 3100 Tampa, Florida 33602 USA +1 800 867 9537

TicketIT User Guide

November 11, 2020 Version:20.4

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Table of Contents Introduction ...................................................................................................................... 3

TicketIT Structure .............................................................................................................. 4

Logging In ......................................................................................................................... 5

I Need Help ....................................................................................................................... 6

Service, Software and Hardware Requests ..........................................................................12

Add or Remove Services .................................................................................................12

Asset Transfer ...............................................................................................................22

Badge Extension ............................................................................................................30

Global Address List (GAL) Information Update ..................................................................38

Hardware Requests (Server Only) ...................................................................................45

Security Equipment Services ...........................................................................................55

Termination Request ......................................................................................................63

Bulk requests ................................................................................................................70

TicketIT Management ........................................................................................................81

Display TicketIT Case .....................................................................................................81

DP Operations Services ..................................................................................................86

BIN/RFO and Opt-In Profiling within TicketIT ...................................................................93

Creating a BIN/RFO subscription .....................................................................................95

Deleting a BIN/RFO subscription ................................................................................... 108

Creating an Opt-In subscription .................................................................................... 118

Deleting an Opt-In subscription ..................................................................................... 131

TicketIT Powered by Salesforce ........................................................................................ 141

How to log in to Salesforce ........................................................................................... 141

TicketIT Regional Use ...................................................................................................... 144

Client Escalation Document (CED) System ......................................................................... 145

Accessing the CED System ............................................................................................ 146

Creating a Client Escalation Document (CED) ................................................................. 149

Editing a Client Escalation Document (CED) ................................................................... 171

Viewing a Client Escalation Document (CED) .................................................................. 174

Replicating a Client Escalation Document (CED) ............................................................. 176

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Page Intentionally Left Blank

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Introduction

TicketIT is a cloud-based system that Sykes Enterprises, Incorporated uses for workload

management. Most of its use is for Information Technology (IT) globally, but it does include

non-IT function, workload management. It is the next generation of ticketing workload at

SYKES, following up on the success of the Comprehensive IT Tracking System (ComITTS).

TicketIT is made up of two cloud components – a front end housed in the SYKES Azure

platform and a Salesforce Service Cloud platform that manages the cases/tickets (these terms

will be used interchangeably in this document). The front end is created, updated and

maintained by the Service Desk Center and allows all SYKES users to use components of the

back-end system without any need for a Salesforce license. In this manner, we can control the

costs associated with the TicketIT platform.

To maximize our Salesforce Service Cloud platform, we engaged Ad Victoriam in the initial

creation of the case/ticketing workflow design. Since that time, we have hired individuals with

Salesforce background to continue the delivery of changes to the cloud platform. Because of

how the Salesforce cloud component is delivered to us, the changes that our Salesforce

developers make to the platform, do not lock us into a specific release of the platform. As the

platform grows and changes – usually twice annually, we can continue to take benefit from

these changes and growth to improve our system, while not breaking what is currently in place.

The owner of the TicketIT platform is the Service Desk Center. The Team responsible for the

system includes:

Jose Pablo Ruiz – Lead Designer and Overall Owner

Peg Chappars – Backup Designer and Backup to Jose

Michael Ela – Lead Programmer on Azure Cloud application

Mel Morabe – Second Lead Programmer on Azure Cloud application

Praveena Sri – Programmer on Salesforce Service Cloud platform

Vinod Mooli – Programmer on Salesforce Service Cloud platform

All questions and concerns related to the application – either the Azure Cloud or Salesforce

Service Cloud portion – should be addressed via the Office365 Yammer forum of TicketIT. This

forum will be the communication vehicle from the Service Desk Center (SDC) to all users of the

system – updates, outages, questions answered, etc.

We hope you enjoy using the system as much as we enjoyed building it for you!

https://web.yammer.com/main/groups/eyJfdHlwZSI6Ikdyb3VwIiwiaWQiOiIxNTU3NTYwOCJ9/new

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TicketIT Structure

TicketIT tickets have a base level of information:

• Impacted entity – Client, Service, Location, Employee

• Location – region, country, site

• Priority – highest priority is a Priority 1 and lowest priority is a Priority 4

• Area – functional definition of the team responsible for owning the ticket telephony, server,

network, application, etc.

• Issue – the nature of the outage, based on the Area mentioned before.

Beyond this base level, many other elements of the ticket allow the owners of resolution to

know who has control of the ticket and what are the most current details regarding the ticket.

TicketIT uses much of the base level of information to determine the “case team” – the

employees responsible to know about the ticket and who can provide input as to direction

towards or up to resolution of the ticket. These “case team” employees, will be alerted of all

major updates to the ticket via an email. The email is delivered from SYKES TicketIT and

contains important information regarding the current status of the ticket.

The ”case team” can take the email and reply to it and have that email attached to the ticket

for new comments to the ticket. TicketIT realizes that the response email was sent to the “case

team” member via details in it and can then know what ticket to attach the email. If the “case

team” employee does not use the email they received from SYKES TicketIT, then the email will

not be automatically attached to the ticket and the details from the employee may be lost. It is

always critical that the employees use emails delivered to them from SYKES TicketIT to update

the ticket automatically. “Case team” members must have a Salesforce Service Cloud license to

be able to receive emails from SYKES TicketIT and to be able to make updates to the ticket via

a return email. To be a licensed user, the employee needs to get authorization within their

region.

The SDC team owns all tickets in the system that are designated as Incident or Internal tickets.

Although the SDC owns these tickets, the “case team” members are welcome to add their

updates to the tickets via the email process described above. The SDC will note that the ticket

was updated (a built-in feature of the Salesforce platform) and make decisions on next steps

based on their existing procedures. The next step could be to close the ticket, update the

ticket, perform an action requested by the “case team” employee, etc.

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Logging In

Enter your SYKES email address and your SYKES network (Active Directory) password in the

fields provided and click on the Submit button.

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I Need Help

Users must submit an individual support request should they need assistance from IT. In the

Global/Corporate, LATAM, and EMEA regions, clicking the “I need Help” tile, generates a ticket

on behalf of the end user. The request case will be routed to the appropriate IT team and will

be attended on a timely manner. Users in other regions will use different tiles – see Appendices

at the end for examples.

Step 1: Click on I Need Help tile.

Once you log in, you will see the main menu and “I Need Help” is the first tile on the page.

Click on this tile to access the next menu.

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Step 2: Select whether you are reporting an issue for yourself or for someone else.

You will see a pop-up window that asks who is experiencing the issue.

You can click on “Me” to indicate that the request is for you. If you do so, skip to step 3.

If your request is for someone else, click on the button the says “Someone else”.

You will now see the window change and it will ask you to enter the name of the person you

are generating this request for. Remember that the format needs to be Last Name, First

Name so the system can search the registered employees correctly.

As you enter the employee’s name, the system will show you a dynamic list of names that

match the data you have entered. This list will change as you input more letters from the

employee’s name. Again, it is important to remember that this only works if you enter the data

using the Last Name, First Name format.

Once you have found your colleague’s name, click the NEXT button on the lower right corner of

the screen.

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Step 3: Add Detailed Description of the Issue or Request.

The next page will be a form where you will enter the necessary information for the request.

The screenshot below shows you fields that are displayed and the fields that need to be filled

with information. First you will see the Employee Name (it will be your name if the request is for

you and your colleague’s name if the request is for someone else). Right below that, you will

see the location of for the employee named before.

Next will be one or two checkbox fields. Again, if the request is for you, there will be only one;

if the request is for someone else, you will see two fields. The first field is to send a copy of

your request to your direct supervisor. The field will be checked by default and it will show you

the name of the employee’s direct supervisor. If you leave the checkbox selected, the

employee’s direct supervisor will receive a copy of the request by email.

The following checkbox will be shown only if the request is for somebody else. This field will not

be checked by default. If you check it, you as the request creator will receive a copy of the case

by email.

Underneath these two checkboxes, there is a field to enter the phone number that is the best

way to reach the employee. This phone number is the one that support personnel should use to

call you in case they need to reach the end user the request is for.

Next come the details. This is a free text field where you can enter all the details about the

issue that is being experienced. The more details you can provide, the easier it will be to quickly

and efficiently resolve your issue. Underneath the details field you will find where to attach any

files that you think are relevant to the issue and might aid support personnel in resolving the

issue.

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Step 4: Submit your request.

Once you’re done filling out the “Detailed Description of the Issue” field and optionally attaching

any files you want to send, click on the “SUBMIT” button.

A pop-up window will show you that the request is being processed.

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Step 5: Take note of your Case Number for reference.

Once the request is processed, you will see a window stating successful submission of your

request. Take note of your case number for reference.

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Service, Software and Hardware Requests

Add or Remove Services

Step 1: Click on the Services, Software and Hardware Requests tile.

Once you log in to the system, you will see the main menu. Click on the “Services, Software and

Hardware Requests” tile. In other regions it may say “Add or Remove Services” or something

similar.

The system will now ask you if your request is for yourself or for someone else.

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Click on the option that applies. If you select “Me” the system will take you to the next menu.

However, if you select “Someone else”, the next screen will ask you to enter the name of the

person the service request is for. Keep in mind that the format you enter must be Last Name,

First Name so the system can search the database for the corresponding employee. As you

type, the system will automatically display options that match the name that you are typing in.

If you see that the system lags, give it a moment to refresh the available options.

Once the employee has been selected, click “Next” to display the next menu.

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Step 2: Click on the Add or Remove Services tile

On the TicketIT Services Menu, look for the “Add or Remove Services” tile. I will be the first one

at the very top of the menu.

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Step 3: Select if you want to Add or Remove a service

On the next screen, the menu with all the service options will be displayed. If you look at the

top of the menu, you will see two checkboxes with the words “Select Request:” before them.

If you want to request adding a service, place a check before the “Add Services” option (this is

the default selection, so the check will already be placed there).

If what you want to do is request a service to be removed, check the box before the “Remove

Services” option.

The rest of the process is the same for both options. The one key thing to remember is that the

system will allow you to request either adding services or removing services. You cannot submit

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a request to add one service and remove another at the same time. If this is what you need to

accomplish, you will have to go through this process twice.

Step 4: Select your service(s)

Once you’ve selected the add or remove option for your request, you can go through the menu

and select the service or services that you wish to include in your request. You can select

multiple services if they are all for the same employee. Requests for multiple employees are

explained in the Bulk Requests chapter.

On the menu you will see different items:

1. This is a service that you can select directly.

2. This is a service category, if you click on this you will get a list of services under the category.

3. When you see this sign, it means that the category has been expanded and you can select the

service(s) you need.

For this example, we are going to submit a request to add access to the Accord tool. We will

stick with a simple example to illustrate how the process works. As you can see below, the

“Accord Access Level” category has been expanded and the “Accord User” option has been

selected.

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Once your selection is made, click on the “Next” button at the top right of the page.

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Step 5: Fill in the request form.

The next page will be a form where you will enter the necessary information for the request.

The screenshot below is the standard form that you will see for most services. Note: there are

some services that require specific data and will show you a modified version of this standard

form with additional fields.

Please verify that all the information entered is correct. If you need to modify anything, this is

the place to do it. Once you’ve got all the information entered and verified, click on the

“Review” button at the top right of the screen.

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Step 6: Review your request and add comments or attachments

The next screen will allow you to review the service(s) you are requesting to add or remove and

the information about the employee the request is for. This screen also has a place to add any

relevant comments or additional details that you feel are important to include with your

request. There is also a place where you can include files to provide additional related

information for your request.

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Step 7: Submit your request

Once everything is confirmed and any comments or files have been added, click the “Submit”

button at the top right of the screen.

You will see a pop-up message stating that your request is being processed.

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Step 8: Take note of your request number for reference.

Once your request is processes successfully, you will see a message with your reference

number. Take note of it for your reference.

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Asset Transfer



Hardware Requests” tile.






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Step 2: Click on the Asset Transfer tile

On the TicketIT Services Menu, look for the “Asset Transfer” tile. I will be the second one from

the top down.

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Step 3: Fill in the Asset Transfer form

When you click on the “Asset Transfer” tile, you will reach a screen with a form that will have

employee information and will also need you to enter a couple of additional details. At the top

of the screen, on the right side you will also see a button that says, “Download Form”. Click this

button to download an Excel file called the “IT_Asset_Transfer_Form”. You need to fill this out

and attach it to the request on the next screen. Note: If needed, you can get to this step,

download the Excel file and cancel out of the process. Fill in the form with the help of your local

team (IT and/or accounting) and then come back to TicketIT and start again with the Excel

form completed.

Once you’ve filled out the on-screen form and you have your Excel file ready, click on the

“Review” button.

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Step 4: Review your request and attach your Excel file

Once you click on “Review” you will get to the review page. Here, you will be able to verify that

all the information regarding your request is correct.

As you can see, for this example, an asset is being transferred from Tampa to Denver. The

director that is sending the asset is Moritz Pila in Tampa and the receiving director in Denver is

Gregory Slagle.

Scroll towards the bottom of the page, and you will find the area to add any specific comments.

You will also see where you are to upload the Excel file that you previously downloaded and

have already filled up. (In case you forgot to download the file, the “Download” button is also

available on this page).

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Once everything is confirmed, any comments have been added and your Excel file is attached,

click the “Submit” button at the top right of the screen.


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Badge Extension









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Step 2: Click the Badge Extension tile.

On the TicketIT Services Menu, look for the “Badge Extension” tile. I will be the third one from

the top down.

When you click on the tile the next screen will show you a menu with just one option that has

already been pre-selected for you. There are two reasons for this screen to be here:

1. In case we have a change of process in the future that requires more badge extension options

to be added to this menu.

2. In case you need to make a bulk request, which we will go over in an upcoming chapter.

For the time being, just go ahead and click on the “Next” button close to the top right corner of

the screen.

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Step 4: Fill in the form

The next screen shows you a form with the necessary information for your request. Go ahead

and add whatever information is needed. If something is not correct, you can change it here as

well.

Once the form is complete, click on the “Review” button.

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Step 5: Review and submit your request.

On this screen, you can add any relevant comments with additional details or attach any files

that might be relevant to your request.

Once you have verified everything, click on “Submit”.


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Global Address List (GAL) Information Update









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Step 2: Click on the GAL Information tile

In the TicketIT Services Menu, look for the “GAL Information” tile. This should be the fourth tile

from the top down.

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Step 3: Select the option(s) for the information you want updated.

On the GAL Information Update menu, you will see three different options of information that

you can request to have updated: Phone Number, (Job) Title, and Supervisor.

You can select one, two or all three. For this example, we are going to select the first option for

updating the Phone Number. Once you’ve made your selection, click on the “Next” button.

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Step 4: Fill in the request form

The next screen will show you the request form. As you can see, it will show you the standard

employee information. It will also have a field to enter the new information that should replace

the old data. These fields will be displayed based on your selection from the previous screen.

Once the form is complete, click the “Review” button.

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Step 5: Review and submit your request

The last screen will allow you to review the information related to your request. You can add

additional comments or attach files to your request as needed.

Once everything is complete and verified, click on the “Submit” button.


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Hardware Requests (Server Only)









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Step 2: Click on the Hardware Requests tile

In the TicketIT Services Menu, look for the “Hardware Requests (Server Only)” tile. This should

be the fifth tile from the top down.

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Step 3: Select the type of server

On the following menu, you will see several options for the Type of Server that you can

request. For this example, the Application Server option has been selected.

Once you’ve made your selection(s), click the “Next” button.

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Step 4: Fill in the server request form

After you click Next, you will be shown a form that needs to be filled up with all the pertinent

information regarding the configuration of the server.

This form has several sections:

1. Employee Information

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2. Sever Information

3. Application Administrator information

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4. System Requirements

Please fill in the information to the best of your knowledge. This information is what will allow

the corresponding IT team to provision your server correctly, so it will fulfill your specific needs

and perform as intended.

Once you have completed all the information in the various sections of the form, click the

“Review” button at the top right of the form

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Step 5: Review and submit your request

The Review screen will show you the information you entered on the previous screen so you

can verify that everything is accurate.

This screen will also provide you a place for additional comments regarding your server request

and for attaching any files relevant to it. Once everything is checked, click the “Submit” button.


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Security Equipment Services









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Step 2: Click on the Security Equipment Services tile

On the TicketIT Services menu, you will find the “Security Equipment Services” tile

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Step 3: Select the service(s)

On the Security Equipment Services menu, you will see three service categories with the

corresponding services within.

1. Click on the “Plus” sign to expand the category.

2. The “–” will show once the category has been expanded.

3. Select the service(s) you need to request.

This time, the selected service is for a camera that is not working and needs to be repaired.

Once you’ve made your selection, click on the “Next” button.

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On the next screen you will see a form that asks for the pertinent information regarding the

request you are placing. Be very aware that you need to include who is the approving director

and the approving finance manager for the request you are placing.

Once the form is complete, click on the “Review” button.

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Step 5: Review and Submit your request.

On the Review page, you can verify that all the information is accurate. If there are any

additional comments you need to add or files that need to be attached to your request, this is

the place to do so.

Once you’ve confirmed everything is ready, click on the “Submit” button.


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Termination Request









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Step 2: Click the Termination Request tile

On the TicketIT Services Menu, look for the “Termination Request” tile. This should be the last

tile on this menu.

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Step 3: Select the termination option

On the Separate/Terminate Employees/Contractors menu, you will see two service categories

with the corresponding termination options within.

1. Click on the “Plus” sign to expand the category.

2. The “–” will show once the category has been expanded.

3. Select the service(s) you need to request.

This time, the selected option is an Immediate Non-Corporate Separation-Termination.

Once you’ve made your selection, click on the “Next” button.

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On the next screen, you will find a form with all the pertinent details about the termination you

are requesting. Once all the information has been entered, click the “Review” button.

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Step 5: Review and Submit your request

On the next screen you will see all the information related to your termination request. Notice

that the screen will inform you if the employee is involved with any Legal Hold situations.

Once you have confirmed everything is accurate, click the “Submit” button.


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Bulk requests

The TicketIT system allows you to make bulk requests. Bulk requests are used when you need

to make the same request(s)t for more than one person.

Services that apply

There are multiple services that you can submit bulk requests for:

• Add or Remove Services menu

o Only the SharePoint Online Site option does not apply for bulk requests, everything else can be

selected for bulk request submission.

• Badge Extension

• GAL Information

• Termination Request

Process

The process for submitting bulk requests is very similar to the process for submitting individual

requests. As an example, the following process will show how to request





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Since you will be submitting a bulk request, you don’t need to specify any employee names at

this point. Go ahead and select the “Me” option to get to the TicketIT Services Menu.

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Step 2: Click on the Add or Remove Services tile

On the TicketIT Services Menu, look for the “Add or Remove Services” tile. It will be the first

one at the very top of the menu.

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Step 3: Select if you want to Add or Remove a service

On the next screen, the menu with all the service options will be displayed. If you look at the

top of the menu, you will see two checkboxes with the words “Select Request:” before them.

If you want to request adding a service, place a check before the “Add Services” option (this is

the default selection, so the check will already be placed there).

If what you want to do is request a service to be removed, check the box before the “Remove

Services” option.

The rest of the process is the same for both options. The one key thing to remember is that the

system will allow you to request either adding services or removing services. You cannot submit

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a request to add one service and remove another at the same time. If this is what you need to

accomplish, you will have to go through this process twice.

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Step 4: Select your service(s)

Once you’ve selected the add or remove option for your request, you can go through the menu

and select the service or services that you wish to include in your request. You can select

multiple services.

On the menu you will see different items:

1. This is a service that you can select directly.

2. This is a service category, if you click on this you will get a list of services under the category.

3. When you see this sign, it means that the category has been expanded and you can select the

service(s) you need.

For this example, we are going to submit a request to add access to the Accord tool. We will

stick with a simple example to illustrate how the process works. As you can see below, the

“Accord Access Level” category has been expanded and the “Accord User” option has been

selected.

Make sure that you select the “Bulk Request” checkbox. Once the checkbox is selected and the

services are selected, click on the “Next” button.

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Step 5: Enter the names of the employees the bulk request is for

In this sample scenario, the employees that the request is for are our two front end developers:

Michael Ela and Mel Morabe. Remember that the names must be entered following the Last

Name, First Name format.

When all the names are entered, click the “Next” button.

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Step 6: Select the supervisor for your users.

This screen will allow you to select the supervisor for the users you’ve entered for the bulk

request. In this case, you can see that both users have the same supervisor, so the “Select All”

checkbox has been selected. The box on the right, the name of their supervisor has been

entered. As will the employees, the name must be entered following the Last Name, First

Name format.

If the employees don’t have the same supervisor, you can select one or more that share a

supervisor, enter the supervisor’s name and click the “Next” button. Since there are employees

still missing a supervisor, the system will cycle through the screen again with the employees

that still need their supervisor entered so you can do the same for them. This cycle will repeat

until all employees have a supervisor assigned to them.

Once the supervisor(s) selection process is complete, click the “Next” button one last time.

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Step 7: Review your requests and submit them

The Review screen will show the information for the service(s) you are including in your request

and the details for each employee included in it.

You can also add comments for the bulk request. Keep in mind that these comments will apply

for all employees. Once you’ve confirmed everything is correct, click on the “Submit” button.


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Step 8: Take note of your request numbers for reference

The success screen will show you the list of requests that the bulk request process generated.

You will see that there is one request number for each employee included in the bulk request.

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TicketIT Management

The TicketIT Management section allows users to look up cases, request DP Operations services

and manage what notifications they want to receive from the system. The following four

sections will explain each item in the TicketIT Management Menu: Display TicketIT Case, DP

Operations Services, Enterprise BIN/RFO Notification Management and TicketIT Opt-In

Management.

Display TicketIT Case

When users don’t have a link to the TicketIT case from an email notification, but have been

provided a case number, another way to look up case details is to go into the TicketIT

Management Menu.

Step 1: Click on the TicketIT Management tile

Once you log in, you will see the main menu. Look for the tile that says “TicketIT

Management”. It should be close to or at the bottom of the menu.


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Step 2: Click on the Display TicketIT Case tile

On the TicketIT Management Menu, look for the “Display TicketIT Case” tile. It should be the

top option listed.

Go ahead and click on this tile.

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Step 3: Type in the case number and click “Display”.


You will then be presented with the options to go back, PDF View or Show Details.

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Selecting PDF View will open a new window with the PDF version of the document (without the

Case Comments or Post Feeds from the case).

Selecting Show Details will show any Case Comments or Post Feeds from the case (if any have

been input since the case was opened).

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DP Operations Services

The DP Operations Services group provides support for SFTP services and numerous reports for

TicketIT, LMS and Power BI. There are three main areas and seven sub-areas of requests:

• Administration

1. SFTP Services

2. Job Implementation

• Break/Fix

1. SFTP Transfer Issues

• Services

1. TicketIT Report

2. TicketIT Dashboard

3. LMS Report

4. Power BI Report

To request any of these services, users will need to log into the TicketIT Management area.





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Step 2: Click on the DP Operations Services tile

On the TicketIT Management Menu, look for the “DP Operations Services” tile. It should be

second from the top down.


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Step 3: Select whether the request is for you or for someone else.

You will see a pop-up window that asks you if your request is for you or for someone else. You

can click on “Me” to indicate that the request is for you. If you do so, skip to step 5. If your

request is for someone else, click on the button the says “Someone else”.


are generating this request for. Remember that the format needs to be Last Name, First Name

so the system can search the registered employees correctly.





Once you have found your colleague’s name, click the next button on the lower right corner of

the screen.

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Step 4: Select the criteria for the request you are going to create

Select SFTP Services then click Next

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Step 5: Review that all required fields are filled out and click Review

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Step 6: Add any additional comments or attachments and click Submit


Once the request is processed, you will see a window stating that request has been submitted

successfully and you will be provided the TicketIT case/reference number.

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BIN/RFO and Opt-In Profiling within TicketIT

A major piece of TicketIT is the notification process. TicketIT sends e-mail notifications for

new/updated/closed tickets, Business Impact Notifications (BINs) and Reason For Outages

(RFOs).

These notifications allow employees to manage items related to their respective job

responsibilities. Since almost no two employees perform the same exact role, the TicketIT

system was designed to allow the employee to select the level of notification they require.

In this document, we will detail the Opt-In (for ticket updates to licensed users of the system)

and BIN/RFO (for all SYKES employees) notification creation and removal processes. Before we

get to the actual process, understanding how the items built in the process interface with the

TicketIT system to generate the notifications is necessary.

Opt-In profiles define what ticket status e-mail notifications will be delivered to licensed users

of the system. The critical items to remember are

1) An employee can have multiple Opt-In profiles

2) An Opt-In profile limits notifications based on the created profile

3) With multiple Opt-In profiles, an employee can expand their breadth of notifications

What does all this mean? Examples are the best ways to illustrate these concepts. First, let’s

assume the user does not have a license for the TicketIT Powered by Salesforce component of

the system. In this case, the user will not be allowed to perform any Opt-In profiling for

themselves or for others. If the user feels this is in error (that they should have the ability to

perform Opt-In profiling), they should go to the TicketIT Yammer forum and state their case.

Next, let’s assume that an employee only wants Priority 1 ticket notifications (ticket

creation/update/closure). They would build an Opt-In profile that would have all values of the

Opt-In be ALL, except the Priority value which they would have as PRI 1.

Now, let’s assume the employee also wants to see all Priority 2 Alarms. They would build a

second Opt-In profile that would have ALL for all the Opt-In fields and then change the Area

field to be ALARM and the Priority value to be PRI 2. Now if the system has a Priority 1 ticket

OR a Priority 2 + ALARM ticket, the employee would be notified via e-mail of the status of the

ticket (new/updated/closed).

As you can see, each individual Opt-In profile limits the notifications by narrowing down the

elements – LOCATION + ACCOUNT + AREA + PRIORITY, while adding multiple Opt-In profiles

allows the employee to expand the notifications. In terms of Boolean logic, an Opt-In profile is

a set of AND conditions, where a user profile of multiple Opt-In profiles is a set of OR

conditions.

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BIN/RFO notifications mirror the logic of the Opt-In process. The differences are

1) BIN and RFO notifications are not restricted to TicketIT licensed users

2) BIN and RFO notifications are not tied to the AREA of the ticket

3) BIN notifications only are delivered for Priority 1 tickets

4) RFO notifications only are delivered for Priority 1 and Priority 2 tickets

5) BIN and RFO notifications are stored in SharePoint

The remaining logic of building BIN/RFO profiles and the logic used in the notification process

inside the system, is the same – individual profiles restrict the notifications and multiple profiles

expand the breadth of notifications. For example, if someone wanted only BINs and RFOs for a

specific client, they would specify the client by selecting all three fields of the CLIENT data –

Client + Program + Line of Business. They could even limit it further by specifying the

LOCATION – Region + Business Unit + Center. By making all six of those fields a value other

than ALL, the employee would limit the BINs and RFOs they receive notification for to a specific

client in a specific location.

If the employee decided that they also needed all other clients at a different location, they

would add another profile entry that would specify the LOCATION – Region + Business Unit +

Center, with all CLIENT elements remaining as ALL. Then the employee would get all the BIN

and RFOs for the specified client AND all clients in the additional location they requested.

Also, remember that the data gets more specific as you fill in values from left to right. The

more ALL items in the profile entry, the larger the volume of notifications the employee will

receive.

Every employee owns their Opt-In and BIN/RFO profiles. Others can make updates for them,

but, ultimately, the employee is responsible for what they get and don’t get. The usage of this

profiling should allow all employees to discontinue any e-mail rules processing related to

elements coming from TicketIT, as the employee has made the profile exactly what they want

at the TicketIT system level.

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Creating a BIN/RFO subscription





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Step 2: Click on the Enterprise BIN/RFO Notification Management tile

On the TicketIT Management Menu, look of the “Enterprise BIN/RFO Notification Management”

tile. It should be the third from the top down.


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Step 3: Select whether the subscription is for you or for someone else.


can click on “Me” to indicate that the request is for you. If you do so, skip to step 4.









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the screen.

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Step 4: Select the criteria for the subscription you are going to create

Now is time to define the criteria for the BIN/RFO Notification Profile you want to create. You

can make a specific selection for each of the 6 categories available, or you can use the “ALL”

wildcard.

In case you want to make a specific selection on one of the categories, you must have selected

on the previous category so the available options will appear. This means that, for example, if

you want to select a specific center, you must have previously selected the corresponding

Business Unit; and, in order to select the Business Unit, you must have previously selected the

corresponding Region.

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This obviously does not apply to the Region category since it is the very first one, or the Client

category as you can select a Client without any location data selected. The idea behind this is to

help you make only valid combinations.

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Step 5: Add the notification profile you have defined.

Once you’ve made your choices, click on the “Add” button to add the profile to your Opt-In

subscription.

You will receive a confirmation pop-up stating that the profile has been added.

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Step 6: Review the subscription you just created (optional)

If you want to review the profile you just created, click on the “Show/Review Profile” button.

A window will pop up showing you the new profile that you added along with any profiles that

existed previously. In this example, there were no existing BIN/RFO Notification Profiles before,

so only the one that was just created is shown. You can click the “Close” button on the lower

right corner of the window to return to the previous screen.

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If you want to add more notification profiles, you can do it now from this screen. Just go back

to Step 5 and repeat the process until you get to this point.

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Step 7: Confirm your changes

Once you are done adding the notification profiles, click on the “Review” button to access the

final review screen.

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From this review screen you can see the changes that you’ve made. The top half of the screen

will show you the Notification Profiles including the ones you added. The bottom half will show

you the configuration as it was before you made the changes.

Once you’ve confirmed everything is as you want it to be, click on the “Submit” button.


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Once the request is processed, you will see a window stating that your profile has been updated

successfully.

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Deleting a BIN/RFO subscription





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Step 2: Click on the Enterprise BIN/RFO Notification Management tile

On the TicketIT Management Menu, look of the “Enterprise BIN/RFO Notification Management”

tile. It should be the third one from the top down.


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the screen.

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Step 4: Access the active notification profiles

To view the current BIN/RFO Notification Profiles, click on the “Show/Review Profile” button.

You will see a pop-up window that will show you a table with all the active profiles for the

employee. This is where you can delete one or more of these profiles. Simply select the

checkbox at the left of the profile(s) you want to delete. Once you’ve made all the necessary

selections, just click the “Delete” button.

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Step 5: Select and delete the profiles

This is where you can delete one or more of these profiles. Simply select the checkbox at the

left of the profile(s) you want to delete. Once you’ve made all the necessary selections, just

click the “Delete” button.

If you want to make quick work of all active profiles, you can use the “Check All” button to the

right of the “Delete” button. If you need to restart your selection process, you can click the

“Uncheck All” button to remove all the checks you’ve placed.

Once you click the “Delete” button, the window will refresh and it will show you the new

configuration, without the notification profiles that you deleted.

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Once you are done deleting the notification profiles in the pop-up window, click on the “Review”

button to access the final review screen.

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will show you the Notification Profiles without the ones you just deleted. The bottom half will

show you the configuration as it was before you made the changes.



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successfully.

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Creating an Opt-In subscription





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Step 2: Click on the TicketIT Opt-In Management tile

On the TicketIT Management Menu, look of the “TicketIT Opt-In Management” tile. It should be

the bottom one.


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the screen.

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Step 4: Select the criteria for the subscription you are going to create

Now is time to define the criteria for the Opt-In Notification Profile you want to create. You can

make a specific selection for each of the 9 categories available, or you can use the “ALL”

wildcard.

In case you want to make a specific selection on one of the categories, you must have selected

on the previous category so the available options will appear. This means that, for example, if

you want to select a specific center, you must have previously selected the corresponding

Business Unit; and, in order to select the Business Unit, you must have previously selected the

corresponding Region.

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This obviously does not apply to the Region category since it is the very first one, or the Client

category as you can select a Client without any location data selected. You can also select the

Area and the Priority categories without any previous selection. The idea behind this is to help

you make only valid combinations.

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Step 5: Add the notification profile you have defined.

Once you’ve made your choices, click on the “Add” button to add the profile to your Opt-In

subscription.

You will receive a confirmation pop-up stating that the profile has been added.

Step 6: Review the subscription you just created (optional)

If you want to review the profile you just created, click on the “Show/Review Profile” button.

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A window will pop up showing you the new profile that you added along with any profiles that

existed previously. In this example, there were two previously existing Opt-In Notification

Profiles before, so all three of them are shown. You can click the “Close” button on the lower

right corner of the window to return to the previous screen.

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If you want to add more notification profiles, you can do it now from this screen. Just go back

to Step 5 and repeat the process until you get to this point.

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Once you are done adding the notification profiles, click on the “Review” button to access the

final review screen.

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will show you the Notification Profiles including the ones you added. The bottom half will show

you the configuration as it was before you made the changes.



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successfully.

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Deleting an Opt-In subscription





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Step 2: Click on the TicketIT Opt-In Management tile

On the TicketIT Management Menu, look of the “TicketIT Opt-In Management” tile. It should be

the bottom one.


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the screen.

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Step 4: Access the active notification profiles

To view the current Opt-In Notification Profiles, click on the “Show/Review Profile” button.

You will see a pop-up window that will show you a table with all the active profiles for the

employee.

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Step 5: Select and delete the profiles

This is where you can delete one or more of these profiles. Simply select the checkbox at the

left of the profile(s) you want to delete. Once you’ve made all the necessary selections, just

click the “Delete” button.

If you want to make quick work of all active profiles, you can use the “Check All” button to the

right of the “Delete” button. If you need to restart your selection process, you can click the

“Uncheck All” button to remove all the checks you’ve placed.

Once you click the “Delete” button, the window will refresh and it will show you the new

configuration, without the notification profiles that you deleted.

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Click “Close” at the bottom right corner of the window to return to the previous screen.

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Once you are done deleting the notification profiles in the pop-up window, click on the “Review”

button to access the final review screen.

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will show you the Notification Profiles without the ones you just deleted. The bottom half will

show you the configuration as it was before you made the changes.



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successfully.

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TicketIT Powered by Salesforce

TicketIT has a back-end environment that runs on the Salesforce Service Cloud. This is where

cases are managed by local, regional and global IT Teams. This is where all the email

notifications are generated.

Access to the Salesforce Service Cloud is limited to those SYKES employees that have an active

user license. If you do have a user license assigned to you, the TicketIT Powered by Salesforce

tile will be visible to you. If you don’t see this tile and need to have access to the Salesforce

environment, contact your management team to request a user license.

How to log in to Salesforce

Step 1: Click on the TicketIT Powered by Salesforce tile

After you log in, you will see the TicketIT Main Menu. At the bottom of this menu, the very last

tile will be the “TicketIT Powered by Salesforce” tile. Remember, if you cannot see the tile, you

don’t have a Salesforce user license.

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Step 2: Click on SYKES Single Sign On

After you click the tile, you will see that your browser opens a new tab with the “Salesforce Log

In” screen. This screen has a space for you to enter your username and your password. If you

do enter your SYKES email address as your username and your SYKES network password in the

log in form provided, this will fail.

To access the system, you must click further below, where it says “SYKES Single Sign On”

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Step 3: Enter your SYKES network credentials to log in.

When you click on the SYKES Single Sign On button, your browser will take you to the “SYKES

Enterprises Single-Sign On” page. It is here where your SYKES email address and network

password must be entered to gain access to the Salesforce platform.

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TicketIT Regional Use

As was the case with ComITTS, TicketIT has a global and a regional component. To provide

the maximum in customer experience (CX), the design of the system is based on the licensing

of the end user and the region the end user resides within. For everyone who has a license for

the TicketIT Powered by Salesforce, the Global menu is displayed when signing into the

TicketIT system (see Logging Into Ticket). For those who do not have a license for TicketIT

Powered by Salesforce, the appropriate Regional menu will appear.

The regional menu that displays is dependent on the region of the employee. TicketIT gathers

data from ADAOnePilot to define all employees into the system. This data provides the

employee’s name, email address, location, title, etc. The location data is broken down into the

region and site of the employee.

The licensed users of the TicketIT Powered by Salesforce application can change the menu to

any other menu that they need to manage their needs of the system. Those employees need

only drop down the menu name and change it to one of the alternate regional (or GLOBAL)

menu options to change their menu display. The regional menu system allows TicketIT to

deliver notifications and special selections that may be across the globe having regional

ownership to the correct regional owners.

If you feel the menu that is displayed upon entering into the TicketIT system is not what is

expected, consult with your local IT to see what these fields in ADAOne display for you (we

currently have an exception with APAC as they use a unique regional tool for this data and push

their information to TicketIT in a weekly sync up with the standard TicketIT ADAOne data). If

ADAOne changes are made, they are propagated to TicketIT four times a day, so the maximum

duration before having updated user data in TicketIT should be six hours.

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Client Escalation Document (CED) System

A Client Escalation Document (CED) is a document that both the Account Operations Teams

and the Service Desk Center (SDC) utilize to determine procedures specific to an Account’s Line

of Business (LOB) in driving incidents. CEDs are owned and managed by the Account

Operations Team. They are also reviewed by the IT Client Services Management Team and the

SDC Incident Management Team for consistency and alignment with our company’s processes.

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Accessing the CED System

After you log in to the TicketIT system, you will see the TicketIT Main Menu screen. TicketIT is

integrating the Client Escalation Document (CED) system into its interface. The first phase of

the integration is to allow the users to select the CED system from the fixed menu of items at

the right top of the TicketIT page.

By selecting (clicking) the “CED” link, you will be taken to the CED system in a new browser

window. Since the only way to access the CED system will be via TicketIT, your login

credentials will be passed to the system to allow permission control inside the system.

For security reasons, the CED system must be accessed at a SYKES location or on a SYKES

Virtual Private Network (VPN) using a SYKES approved workstation or laptop. To make certain

that everyone remembers and understands these security-imposed limitations, a pop up will be

displayed as you are transferred to the new browser window. When you click on the “Continue”

button on the bottom right of the window, you will enter the CED system.

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Also, keep in mind that when you are done working with CEDs, you should click on the “Log

out” link at the top right of the screen to log out from the CED system - the system will log you

out and then close the browser window.

It is very possible that you will see a pop-up message telling you that the current browser

window or tab will be closed. Go ahead and click “OK” to close it.

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Creating a Client Escalation Document (CED)

Select the Line of Business (LOB)

Once you access the CED system, you’ll be directed to the Home page.

Start by selecting the appropriate entries for Region, Business Unit (Country), Center,

Client, Program, and Line of Business. You may notice that as you select value in Region, it

narrows down the available values in the succeeding fields up to the Line of Business.

Click the SEARCH button afterwards.

From the search result, choose the LOB and click the CREATE link under the Action column.

You’ll now be directed to the CED page, where you will be asked to fill out information for the

following sections:

• Client Information

• Account Procedures

• SDC Procedures

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Client Information Tab

The Client Information tab details the account information and contacts. This section is divided into three parts. The first part details the Client name, Program name, Line of business and Summary Description of Services. The Client name, Program name, Line of business are housed in the Global Warehouse and are created via the Business Change Management (BCM) process. Once an account is ordered and is placed into our billing system, the data will end up in the Global Warehouse and the TicketIT system will capture it from there. This makes the values in Client Name, Program Name and Line of Business constant and not changeable. If there are questions related to data that may be missing, the user should check to make certain what was entered into the BCM system and then communicate with the BCM owners if there is missing data. The Summary Description of Services must state the operation hours of the LOB and its sub-services. The second part details the Client Tools. This section should contain the information about the

tools that are being used by the account, its corresponding owner (SYKES or Client) and its

level of importance.

The third part details the account specific contacts such as Client Contacts, Local IT Contacts

and Account Team Contacts. These should list all the relevant individual(s) that is/are involved

in the account operation. It is essential that this section is always updated to ensure continuity

of the process.

All fields on this section must be filled out correctly to ensure that the right resource(s) is/are

engaged and/or notified during an Incident.

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Step 1: Add Summary Description of Services

Begin with adding services (e.g. Inbound Support, Outbound Sales, Chat Support, etc.)

Click on ADD SERVICE button

On the pop-up window, fill out the Service Name then select the appropriate schedule.

REMINDERS:

Clicking the checkbox right after SELECT ALL will automatically set the schedule for the Service

to 24/7.

If the Service schedule is NOT 24/7, click the appropriate checkbox for the DAY OF THE WEEK

and define their corresponding time for the OPERATIONS HOURS THIS DAY.

Note that the entries under the OPERATIONS HOURS THIS DAY must be based on Eastern Time

(ET) format.

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Once done, click the YES button. The entry will appear on the table as shown below.

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To rectify incorrect information, the entry must be deleted first and added again.

To delete a service entry, select the entry by clicking its checkbox, then click the Delete

button.

Use the Notes: box to indicate any special process related to Service Name and Hours of

Operation. (Anything typed on this box will be autosaved.)

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Step 2: Add CLIENT TOOLS (Applications, Data, Telephony, Etc.)

To add an entry, type the Tool Name, then select the Owner (SYKES or CLIENT) and the level

of Importance (Critical, High, Medium, Low, or Insignificant).

Type the URL or IP Address (optional) of the tool, then click on the Add Tool button.

To rectify incorrect information, the entry must be deleted first and added again.

To delete a service entry, select the entry by clicking its checkbox, then click the Delete

button.

Use the Notes: box to indicate any special process related to Service Name and Hours of

Operation. (Anything typed on this box will be autosaved.)

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Step 3: Add Client Escalation Contacts

To add Client Contact, manually fill out all the applicable fields such as Last Name, First

Name, Function, Contact Number, Email Address, and Location.

To rectify incorrect information, delete the contact first and add it again.

To delete a contact, click the checkbox for the entry then click the Delete button.

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Step 4: Add Local IT Contacts

To add Local IT Contacts, type the last name on Last Name, First Name field. Remember

that the format needs to be Last Name, First Name so the system can search the registered

employees correctly. As you enter the employee’s name, the system will show you a dynamic

list of names that match the data you have entered. This list will change as you input more

letters from the employee’s name. Once you’ve found the name, select it and press the TAB key

on your keyboard and this should auto-populate the Function, Contact Number, Email

Address, and Location fields. If Contact Number didn’t auto-populate, you will need to

manually add the details.

Click the Add Contact button.



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Step 5: Add Account Team Contacts

To add Account Team Contacts, type the last name on Last Name, First Name field.

Remember that the format needs to be Last Name, First Name so the system can search the

registered employees correctly. As you enter the employee’s name, the system will show you a

dynamic list of names that match the data you have entered. This list will change as you input

more letters from the employee’s name. Once you’ve found the name, select it and press the

TAB key on your keyboard and this should auto-populate the Function, Contact Number,

Email Address, and Location fields. If Contact Number didn’t auto-populate, user needs to

manually add the details.

Click the Add Contact button.



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Congratulations! You are now done with the Client Information Tab.

You may now click Account Procedures tab OR the Next button, located at the top part

section of the screen, to fill out the next tab.

NOTE: You may click on the Previous button to return to the previous tab.

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Account Procedure Tab

The Account Procedure tab details the account specific processes that must be done between the Account Operation Team, Regional Helpdesk, or Support Center and the Client during an Incident. This section is divided into two parts.

The first part states the procedure specific to Account Operation Team, Regional Helpdesk, or

Support Center. This should list the procedures of how and when account operations team /

Helpdesk / Home Support Center should contact the Client during incidents. It is advisable to

have the list arranged from most critical to least urgent. This helps the reader find the

procedure that needs to be executed immediately. If the scenario requires to engage a specific

individual or team, the contact details (mobile number or email address) should also be

included. As such, it is essential that this section is always updated to ensure continuity of the

process.

The second part, details procedures specific to the Client. This section details the procedures of

how and when the Client should reach out to SYKES - whether via Account Operation Team or

via SYKES SDC - during Incidents. Use [email protected] and 1877 275 2702 as contact

details, if the account decided to have the Client notification be via SYKES SDC. If the Client

must go directly to the account, the contact details (mobile number or email address) of the

account operation’s POC should also be stated here.

mailto:[email protected]

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Step 1: Add Account Operation Team (Or SYKESHome Support Center) Procedure

This section should contain the procedures of how and when account operations team /

Helpdesk / Home Support Center should contact the Client during incidents.

Begin with the Situation field, state the Incident situation like, but not limited to, Telephony

Outage, Client Tools Outage, Network Outage etc.

Under the Procedure field, indicate the processes that needs to be done by the Account

Operation Team on the Situation you state above.

Under the Template field, if applicable, input any template/format that you feel is necessary

for consistency purposes.

Click the Add Procedure button.

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To rectify incorrect information, delete the entry first and add it again.

To delete an entry, mark the checkbox then click the Delete button as illustrated below.

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Step 2: Add Client-Side Procedure

This section should contain the procedures of how and when the Client should reach out to

SYKES, whether via Account Operation Team or via SYKES SDC, during Incidents.

Begin with Situation field, state the Incident situation like, but not limited to, Telephony –

Account Wide Outage, Client System – Account Wide etc.

On the Contact Person / Group field, add the name of the Point of Contact (POC) that the

Client needs to engage

On the Contact Number field, add the contact number of the contact person/group

On the Email Address, add the email address of the contact person/group



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Congratulations! You are now done with the Account Procedures tab.

You may now click SDC Procedures tab OR the Next button, located at the top part section

of the screen, to fill out the next tab of the CED.

NOTE: You may click on the Previous button to return to the previous tab.

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SDC Procedure Tab

The SDC Procedure tab details the special processes that must be performed by the SDC during an Incident, based upon account requirements. These special processes will be executed in addition to the SDC’s standard incident management processes. This section is divided into two parts.

The first part should contain the procedures of how/when the SDC should communicate when

an incident arises. This can be, but is not limited to, engaging the Client Helpdesk and engaging

a specific resource/team for specific situation. It is advisable to have the list arranged from

most critical to least urgent. This helps the reader find the procedure that needs to be executed

immediately. If the situation requires a specific individual or team, the contact details (mobile

number or email address) should also be included. As such, it is essential that this section is

always updated to ensure continuity of the process. If it is the Account Operation Team who is

responsible for engaging the Client and no special process is required by the account to be

performed by the SDC, this section can be skipped.

The second part contains the matrix of SYKES standard processes and its responsible owner.

The description is already provided, and the user is expected to supply the value for “Owner”

and “Require” columns by selecting from the drop-down list. The description is arranged in a

chronological manner beginning from the issue started up to incident closure. The matrix should

synch from what is stated on the Account Procedure and SDC Procedure sections, specifically in

terms of Client Engagement.

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Step 1: Add Summary Description of How/When SDC Should Communicate When An

Incident Arises

This section should contain the procedures of how and when the SDC should contact the Client

or other needed resources during incidents.

Begin with Situation field, state the Incident situation like, but not limited to, Telephony Issue,

Client Tools Issue, Network Issue etc.

Under Procedure field, indicate the special processes that needs to be done by the SDC for the

specific situation you stated above. This is on top of the engaging the SYKES standard

resources.

Under Template field, if applicable, input any template/format that you feel is necessary for

consistency purposes.

Click the Add Procedure button.

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Step 2: Fill out the Standard Sykes Incident Process

This section contains the description of SYKES Standard Incident Process and it is your

responsibility to select the appropriate owner from the drop-down list and tag whether it is a

required process or not.

Please be mindful of setting the value of Owner and Required fields for both Client Technical

Group Notification and Exchange of client/SYKES incident tracking numbers. These

sections should always be aligned regarding who is responsible of engaging the client support

resources during incidents (SYKES SDC or Account Operations Team).

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Congratulations! You are now done with the SDC Procedures tab.

You may click the REVIEW button, located on the upper right section of the screen, to

evaluate the content of the entire CED document.

Once you’re done reviewing the completed document, ADD a note under REMARKS to

indicate the change made and the modification date (e.g. 03/16/2020 – Created document).

Once completed, click the Submit button.

A pop-up window will show you that the system has successfully created/updated the CED.

Click the OK button to return to the default page.

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Editing a Client Escalation Document (CED)

Step 1: Select the Line of Business (LOB).

Once you access the CED system, you’ll be directed to the Home page. Start by selecting the

appropriate entries for Region, Business Unit (Country), Center, Client, Program, and

Line of Business. You may notice that as you select value in Region, it narrows down the

available values in the succeeding fields up to the Line of Business.


From the search result, choose the LOB and click the EDIT link under the Action column.

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Step 2: Choose the Section that needs modification.

Click the TAB that contains the section that you want to modify or update.

Step 3: Proceed on Editing.

Scroll down to the specific section that is needed to be modified. Proceed editing the section by

following the same guidelines on how to create CED. You may switch from one tab to another

by clicking the NEXT or PREVIOUS button.

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Step 3: Review the Updated Document.

Once you’re done editing or updating the CED document, click REVIEW button to make sure

that newly added information is reflecting correctly on the document.

.

Once you’re done reviewing the completed document, ADD a note under REMARKS to

indicate the change made and the modification date (e.g. 03/17/2020 – Updated Account Team

Contacts).

Step 4: Submit Updated Document.

Once Review is completed, click the Submit button.

A pop-up window will show you that the system has successfully created/updated the CED.

Click the OK button to return to the default page.

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Viewing a Client Escalation Document (CED)

Step 1: Select the Line of Business (LOB).






From the search result, choose the LOB and click the VIEW link under the Action column.

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Step 2: View the Content as web page.

After clicking the VIEW button, it should take you to the next page where you can see the

entire document. Use the scroll bar to navigate from top to bottom of the CED.

Step 3: Generate PDF.

Click the Generate PDF button, located on the upper section of the screen, to create a copy of

CED document in a PDF version.

The PDF version can be downloaded and printed.

To go back to the CED page, just click the BACK button on your browser.

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Replicating a Client Escalation Document (CED)

Step 1: Select the Source Line of Business (LOB).






From the search result, choose the LOB and click the REPLICATE link under the Action

column.

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Step 2: Select the Destination Line of Business (LOB).

On the Replicate CED page, choose the LOB(s) where the CED will be replicated to (It usually

varies by LOCATION/CENTER) by ticking the check box before it, then click the Review button.

The information that will be replicated are the details from section 1.1.5: CLIENT TOOLS

(Applications, Data, Telephony, Etc) until 3.2: STANDARD SYKES INCIDENT PROCESS

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Step 3: Confirm Replication.

A pop-up window will appear prompting to confirm the replication. Click the YES button

to proceed.

Another pop-up window will show to confirm that the replication is successful. Click the OK

button to return to the default page.

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