Customer Onboarding
Version 01.0.00
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Contents 5
Contents
Chapter 1: Customer Onboarding
7
Add Tenant ... 7
Add Support Department ... 11
Update Support Representative for a Tenant ... 14
Chapter 1: Customer Onboarding 7
Chapter 1: Customer Onboarding
A tenant is a business customer with capabilities to self-manage the services for users within their organization. The service provider administrator onboards a tenant.
When you onboard a tenant, you also create a primary user that is the default customer administrator. The customer administrators can then onboard and manage users and services within their organization.
To onboard a tenant, the service provider administrator adds:
■ A tenant
■ A support department to the tenant ■ A region to the tenant
Add Tenant
When you onboard a tenant, you also create a primary user that is the default customer administrator. The customer administrators can then onboard and manage users and services within their organization. The tenant can access the services only after the service is registered, and you add the support department and region to the tenant.
Follow these steps:
1. Log in to the service portal.
Add Tenant
8 Customer Onboarding
3. Click Add Tenant. The form opens.
4. Complete the form with the necessary information and click Submit.
A confirmation message with the request link appears. You receive an email with the details required to create the on call groups.
5. Click the request link and then click Show Details.
The details of the request open. The page contains a link to the Service Desk Change Order that corresponds to the request.
Add Tenant
Chapter 1: Customer Onboarding 9
CA Service Desk Manager login page opens. 7. Log in to CA Service Desk Manager. 8. Click the Administration tab.
9. Select the Security and Role Management folder and then select the Groups folder. 10. Select the tenant name from the Tenant drop-down list and click Search.
Add Tenant
10 Customer Onboarding
11. Select the group name for each group that is listed in the email. A new window opens.
12. Enter the primary, secondary and escalation support contact information and click Save.
Note: The contact must already exist in CA Service Desk Manager and can be an
individual email address or a group email or a distribution list. 13. Log out of CA Service Desk Manager.
Note: Complete the following tasks through CA Process Automation.
14. Log in to CA Process Automation. 15. Click the Operations tab and select Tasks.
Add Support Department
Chapter 1: Customer Onboarding 11
16. Select All Tasks from the drop-down list.
17. Right-click the Update Oncall Group task and select Reply.
18. Add comments in the Comments section. 19. Set the status to Completed and click Finish.
The tenant and the associated on call groups are created.
Add Support Department
The Add Support Department request creates oncall groups in service desk and assigns tasks to the customer administrator to assign primary, secondary and escalation contacts for this new support department. In order for a user or group email to be assigned as a primary, secondary or escalation contact, they must be listed as a contact in service desk. After you create the on call contacts you add a unique support
department name. The combination of tenant name and support department name establishes a unique monitoring configuration.
Follow these steps:
1. Log in to the service portal.
Add Support Department
12 Customer Onboarding
3. Click Add Support Department. The form opens.
4. Complete the form with the necessary information and click Submit.
A confirmation message with the request link appears. You receive an email with the details required to create the on call support contact groups.
Add Support Department
Chapter 1: Customer Onboarding 13
The details of the request open. The page contains a link to the Service Desk Change Order that corresponds to the request.
(Optional) Click the ticket number link. CA Service Desk Manager login page opens. 6. Log in to CA Service Desk Manager. 7. Click the Administration tab.
8. Select the Security and Role Management folder and then select the Groups folder. 9. Select the tenant name from the Tenant drop-down list and click Search.
The Group List page opens.
10. Select the group name for each group that is listed in the email. A new window opens.
11. Enter the primary, secondary and escalation support contact information and click Save.
Note: The contact must already exist in CA Service Desk Manager and can be an
individual email address or a group email or a distribution list. 12. Log out of CA Service Desk Manager.
Note: Complete the following tasks through CA Process Automation.
13. Log in to CA Process Automation. 14. Click the Operations tab and select Tasks.
The Tasks page opens.
15. Select All Tasks from the drop-down list.
16. Right-click the Update Assign Support Department Oncall task and select Reply. 17. Add comments in the Comments section.
18. Set the status to Completed and click Finish.
Add Region
14 Customer Onboarding
Update Support Representative for a Tenant
After onboarding a tenant, you must update their support representatives in CA Service Desk Manager if they require changes. For assistance accessing CA Service Desk Manager, refer to the CA Cloud Service Delivery Platform Implementation Guide.
Follow these steps:
1. Log in to CA Service Desk Manager with service desk user credentials. 2. Click Administration.
3. Expand Security and Role Management. 4. Click Groups.
5. Enter the tenant name in the Search screen and click Search. 6. Select the group requiring updates.
7. Click Edit.
8. Update the Primary, Secondary, and Escalation Contacts as required. The support representatives are updated for the tenant.
Add Region
You add a region name. The combination of tenant name and region name establishes a unique monitoring configuration.
Follow these steps:
1. Log in to the service portal.
2. Click Requests, Customer Onboarding. The Customer Onboarding page opens. 3. Click Add Region.
The form opens.
4. Complete the form with the necessary information and click Submit.