Mavenir

Heat User Guide

Operations

Version: 13.0
Release Date: 1-Jul-20
Copyright © Mavenir 2020

Commercial in Confidence
Mavenir Heat User Guide

Copyright © Mavenir 2020. All rights reserved. This document is protected by international copyright law and may not be
reprinted, reproduced, copied or utilized in whole or in part by any means including electronic, mechanical, or other means
without the prior written consent of Mavenir.

Whilst reasonable care has been taken by Mavenir to ensure the information contained herein is reasonably accurate,
Mavenir shall not, under any circumstances be liable for any loss or damage (direct or consequential) suffered by any
party as a result of the contents of this publication or the reliance of any party thereon or any inaccuracy or omission
therein. The information in this document is therefore provided on an “as is” basis without warranty and is subject to
change without further notice and cannot be construed as a commitment by Mavenir.

The products mentioned in this document are identified by the names, trademarks, service marks and logos of their
respective companies or organizations and may not be used in any advertising or publicity or in any other way whatsoever
without the prior written consent of those companies or organizations and Mavenir.

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Table of Contents

1. Revision History 4
2. Introduction 6
2.1. Document Goal ..................................................................................................................... 6
2.2. Contact Us ............................................................................................................................. 6
3. Heat Overview 7
3.1. New Users ............................................................................................................................. 7
3.2. Incident Status....................................................................................................................... 7
4. Getting Started 9
4.1. Creating a New Incident ........................................................................................................ 9
1.1.1. Single OU .......................................................................................................................... 9
4.1.1. Multi OU .......................................................................................................................... 11
4.2. Viewing an Incident ............................................................................................................. 12
4.3. Incident Notes, Emails, and Attachments ........................................................................... 12
4.3.1. Notes and Emails ............................................................................................................ 12
4.3.2. Attachments .................................................................................................................... 14

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1. Revision History
Issue Date Change summary Owner

2.4 22-Jan-07 Initial Version V. Sandhu

3 25-Mar-08 Supersedes v2.4 J.Kelly

4 12-May-08 Latest corporate look J.Kelly

5 4-Jun-08 New screen shots plus minor edits J. Kelly

6 5-May-11 Updates to section 1.3 D.Tucker

7 1-Sep-11 Updates to reflect new company name Mavenir D. Tucker

8 13-Jun-13 Updates to reflect changes post HEAT S. Kini

upgrade

9 4-Jun-15 Updates to reflect HEAT 2014 Upgrade S. Kini

10 8-Sep-15 Updates for Mavenir email account changes S. Kini

Updates for Incident State transition flow and

11 22-Jun-17 Suresh M
Mavenir logo

12 5-Jun-18 Updates post login changes Vinayak

Update Contact details & TAC Email ID &

13 5-May-20 Danish Raza
Report an incident
Update screen shoot and change wording
14 14-Dec-21 George T & Abhishek K

Changes since last Issue

Update screen shoot and change wording

Document control

Owner: Sarvottam Kini Title: Global Ops Manager

Approved by: Sarvottam Kini Title: Global Ops Manager

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Other SUP/UG005_10.docx
Information:

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2. Introduction
2.1. Document Goal
This document provides instructions for using the Heat incident logging tool.

2.2. Contact Us
To contact Mavenir, you can also email to our Global Technical Assistance Center
[email protected].

For service affecting calls (SL1 & SL2), please call in using any of the below numbers.

Region Support Contact Number

US/Canada/Latin America + 1 877 248 7103

Europe, Middle East & Africa + 44 121 5100 403
United Arab Emirates + 971 80003110065

Asia-Pacific Region + 61 280 148257

Brazil +55 11 4118 6866
Singapore Toll Free +65 800 492 2466

India Toll Free 000 8004 430 053

Taiwan Toll Free 008 0149 1277

Unified Global TAC Contact + 1 714 709 4618

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3. Heat Overview
The HEAT incident reporting tool is a web-based ticketing system used to:
• Create new incidents
• Review/Update existing incidents

3.1. New Users

Each user requires an individual login ID and password.
To request a new ID:
• Identify the users who require access.
• Send an email with the information below to [email protected]
o User’s Full Name
o User’s corporate email address
o User’s phone number
o User’s Company name
o Customer ID within Mavenir (if known)
o User’s Mavenir Account Manager

3.2. Incident Status

One of the most important concepts within the system is the Incident status. The status and
sequence are:
• Logged – Incident has been logged, but no response to the Customer has been made.
• Responded – An initial response has been made to the customer.
• Active – Operations engineer working on the incident
• Active Waiting for Customer – Awaiting details/actions from customer
• Restored – Service has been restored after a service-affecting incident (this status is typically
used only for SL1 or SL2 incidents).
• Restored Waiting for Customer – Awaiting customer confirmation on Restoration of Service
• Resolved – The fix or solution has been provided to the customer
• Closed – All work on the incident has been completed including outage reports (if applicable)
and the customer has agreed to close the incident.

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4. Getting Started
Login to HEAT using this URL: https://mavenir.saasit.com
Note: Preferred web browser is Google Chrome

If there are any problems with your user access, please contact
[email protected]

4.1. Creating a New Incident

Users in HEAT are typically assigned to a single customer ID referred to as Organizational Unit
(OU) in HEAT. This is referred to as a Single OU setup. This means they can only create
Incidents for one OU.
In some cases, user must be able create Incidents for multiple OUs which is referred to as a Multi
OU Setup. If the customer ID you are assigned to ends with “Parent”, then you are you are using
Multi OU setup. This means that you can create Incidents in multiple Org Units under the parent
you are assigned to.

1.1.1. Single OU
Raise a new incident by clicking on the “Report An Incident/Open SR” at the top Options bar.
Select the product from the list shown. The list is based on your installed products and
provisioned Service Requests.
If you do not see all types of products which are currently installed within your operations, please
contact your Mavenir Account/Project Manager to get this list updated.
• Click on Report of Incident/Open SR

• Click on All Categories, to view all the Products available to Report an Incident.

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• Follow steps below and Click Save.

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4.1.1. Multi OU
Select the “*Multi” role and then as with Single OU use the “Report An Incident/Open SR” button
at the top Options bar to raise a Multi OU Incident. The only difference is you will have to select
the Correct Org Unit (see below).

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4.2. Viewing an Incident

To view an incident’s details, double click on the incident number in the Incident Tab. Incident
details will be displayed as shown below.

4.3. Incident Notes, Emails, and Attachments

4.3.1. Notes and Emails
You can view incident notes and emails at the bottom of the incident screen. These are available
under the “Activity History” section on the Incident view tab.

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• Add a note to the incident by typing in the “New Notes” free text field.
• Alternately, you can send an email to [email protected] with the “INCIDENT#
<incident number> in the subject of the email.
Note: All email conversations regarding an incident should be cc’d toMobile-heat14-
[email protected] with the “INCIDENT# <incident number> in the email subject.
This will ensure tracking updates regarding the incident in case of handovers to alternates within
the teams.

Any emails sent to [email protected] without the “INCIDENT# <incident number>

in the subject of the email will be ignored by the HEAT. This may cause critical information
regarding the incident to not be logged in the incident.

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4.3.2. Attachments
Upload log files using the “Add/View Customer Documents” section and button.

These links will take you to the Mavenir Customer Portal to handle attachments.
Mavenir Customer Portal User Guide

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