Keyword System Drop-down

ChemGes PLM/PDM/ECM/Bartender

PowerPlay not displaying reportsSales Analysis

32D Reports or Two SACDG79Sales Analysis

ETQ CDG QMS

AMDOCS Amdocs-NASD

Applications issues with Middleware,

Middleware (Go Anywhere)

SOFTWARE

Qa2 dom2 merger SOFTWARE

Red Prairie Requests for Password Resets

Global SAP MARIPOSA

iQuote iQuote

Blue Mountain Calibration

ThisManager
Software is not supported by IT

Mitchell Humphrey GL Mitchell Humphrey GL

NESS (Northern Europe Sales Statistics)NESS

- MS Acess Database used to track documents WORKSTATION

for Seattle Operations

WebGemini Software

Local Desktop issue (Philadelphia user)

WORKSTATION

on Access Requests / Hyperion application is downSoftware

and not responding

Hardware issues ( Canada CGD)

WORKSTATION

Hardware issues ( Canada LSG)

WORKSTATION

RAQA Counsel application (not able to log

INSIDEQSD
in)

SAP login error = Login exception (Error: WSE 99999)

SAP

Change mobile phone plan (subscription)

TELEPHONE
 (Manager Milestone Experience)

Change Management Administration Tasks

CHANGE
(Service
MANAGEMENT
Now)

Product Registration Project Software

Cadency

Seattle Ops - telephony syste TELEPHONE

Bartender install (Raleigh locatWORKSTATION

ABD Sercotec (Raleigh locatioWORKSTATION

COSI SOFTWARE

MANMAN Production report SOFTWARE

ROTELEPHONES (phone system Redmond)

TELEPHONE

Dreieich location SOFTWARE/HARDWARE

Remove LSG SAP PLM trainingSAP PLM (LSG)

Orders not transferred between Baan FR and

BAAN/DLX
DLX

SAP B1 not opening

SAP BUSINESS
reports/crashing
OBJECTS BUSINESS INTELLIGENCE

Install applications on a Server SOFTWARE

EthicsPoint Business aka Business Courtesies Portal

SOFTWARE
Access

SRS reports accessible to all AbD Serotec staff linked

SOFTWARE
from the homepage of SharePoint)

Baan Request for sales order series change

SOFTWARE
- Japan
Compliance Dept Fair Market Value, interactRxSOFTWARE
FMV portal

Codesoft SOFTWARE

Access to CEGID / ETAFI (Finance France)

SOFTWARE

Aliquotting archive (AbD Serotec) Other

WinSCP SOFTWARE

CFX Manager - Installation SOFTWARE

Create New FTP site SOFTWARE

Access Cordys QNSE SOFTWARE

3G key or he has connectivity issues

(EMEA only) SOFTWARE

RONETWORK HARDWARE/SOFTWARE

MARNES (FRANCE)

Sim card

HARDWARE

Israel File storage SOFTWARE

Telecom LATAM - Voicemail (Create/Delete/Reset/Issues)

SOFTWARE
Telecom LATAM - Voicemail (Create/Delete/Reset/Issues)
SOFTWARE

Add modify internal DNS Entry SOFTWARE

Fingertec SOFTWARE

Windows 10 install SOFTWARE

FAS100 / FAS 100 SOFTWARE

DSMA error for Mariposa SOFTWARE

ERP DAF (Belgique - Turnhout) SOFTWARE

GChina - door access management

HARDWARE

Fax Marnes (fax issue) HARDWARE

TELECOM-BAM (VOX)

Marnes and Benelux SOFTWARE

Easyarchive / Easy Archive SOFTWARE

DAS BNL (Turnhout) SOFTWARE

 DAS BNL (Turnhout) SOFTWARE

Japan - Loan laptop HARDWARE

ProDiver install

(DiverDiveport)
SOFTWARE

Access requests (France SharePoint - http://emeatfsspp)

SOFTWARE

TeamViewer admin access SOFTWARE

DCS (Microsoft Access Database)SOFTWARE

Docking station HARDWARE

Zscaler SOFTWARE

SharePoint (Global) SOFTWARE

US Outside Sales & Service HARDWARE

Bedatime SOFTWARE

Process Directory SOFTWARE

Key to the offices or rooms Facilities

 Verizon Jetpacks SOFTWARE

Ticket resolved/worked by L2/L3 team

PROCEDURE

Field Advisor SOFTWARE

Digital Garden SOFTWARE

Gxwiki (Atlassian) SOFTWARE

Informatica IICS Application

iSupply Application

Global Payroll Services Application

EMEA Benefits Application

Global AP Shared ServicesApplication
Basecamp SOFTWARE

Trello Application

1E Tachyon Application

iSell Application
 iSell Application

Security Control Center

Hercules
Security cameras

Okta Application

CMDB ServiceNow

OpsGenie Application

GitLab Application

JUMO Application

Tuition.io Application

Jama Software

iSurvey Application

Cyclades Application

Unity Real Time (URT) Application

Adobe Acrobat Application

 Article

Install Chemges\Local application - Deskside group (according to user's location)

Chemges and Bartender application issues - L2_Global_App_SAP_PLM

Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency,
which reports are not shown)
Escalate to: L2_Global_App_Reporting

Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency, etc)

Escalate to L2_Global_App_Reporting

Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency, etc)

Escalate to L2_Americas_App_ETQ

AMDOCS installation is to be escalate to Local Deskside as per user's location.

If the user has technical issues with the application collect: error message (if any), steps to reproduce the error/message, print-screen of the
error, urgency, contact number) and escalate to L2_Americas_App_CDG-AMDOCS
Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency,
etc):
Go Anywhere, For Password reset, running process, Printing Issues, Running Reports, Changing dates on Shipments.

Create incident and escalate to L2_Global_App_MIDDLEWARE_SOA

For Go Anywhere FTP - escalate to L2_Global_App_MIDDLEWARE_SOA

Escalate to L2_Global_Infra_Middleware

L2_Global_App_Red Prairie_Report Integrator

SAP Service Desk

Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency,
etc).
List of issues: Password reset, Cannot log in, Application not displaying content, Slow response time, reports not running, Change shipment
dates
Make sure you document what is not working and escalate to: L2_Americas_App_iQuote
L1_Global_ServiceDesk

Legacy application, escalate to L2_Global_App_Mitchel Humphrey

Request error message and document steps to reproduce the problem

L2_EMEA_App_Industrial

L2_Seattle_Apps

WebGemini is the time management application used in Cressier only.

Access is granted by HR when onboarding the user.

Escalate the case to L2_CE_Deskside

NOTE: Make sure to document the case before escalating the ticket.

Collect details about the issue the requester is reporting (including steps to recreate, screenshots of error message, clarification of urgency)
and escalate to L2_Norcal_Deskside or the appropriate Deskside depending on user's location.
All Hyperion Access Requests must be escalated to L2_Global_App_EPMCloud-FCC.
=========================================================================================================
========================================
Escalate to L2_Global_App_EPMCloud-FCC after collecting the following information: error message (screenshot if possible), steps on
how to reproduce the error, users affected (single/multiple users), is workaround available?
SME: Kimberly S Krejci
Collect details about the issue the requester is reporting (including steps to recreate, screenshots of error message, clarification of urgency)
and escalate to L2_Canada_Deskside or the appropriate Deskside depending on user's location.
Collect details about the issue the requester is reporting (including steps to recreate, screenshots of error message, clarification of urgency)
and escalate to L2_Canada_Deskside.
Collect details about the issue the requester is reporting (including steps to recreate, screenshots of error message, clarification of urgency)
and escalate to L2_Irvine_Deskside.
User is receiving a yellow hazard sign on their log in screen OR upon logging in, the user receives an operation time out error after logging
Escalate to L2_Global_App_SAP_BA.

Escalate to Local Deskside. The process involves several departments (including Finance).

For Headset purchase escalate to Deskside.

Login is the Employee ID.
If the user does not remember the Employee ID or Password, they will need to select either Forgot Username or Forgot Password,
password or username will be e-mailed to them.
Adding any CI (Configuration Item)

Adding/modifying Change Assignment groups

Adding users to existing Change Assignment Groups

Adding IT/Business Owners (approvers for Change Management requests)

Anyone requiring access to the Change Management module

Adding any Assets data

CAUTION: Such tickets have to be escalated to L2_Global_App_ServiceNow_Config+Change.

Catch and dispatch application for L1_Global_ServiceDesk.

Escalation Group L2_Global_App_Livelink.

Collect information about the changes, requests and incidents and dispatch the L2.

All requests and cases must be dispatched to L2_Global_Biz_Cadency.

Once the access is granted by L2_Global_Biz_Cadency, the ticket will be re-routed to L1 Service Desk.

User needs to be added to Global - Cadency SSO AD group.

Default voicemail password is the user's extension number.

User is prompted to define a new password after accessing voicemail for the first time.

Escalate to L2_Global_Infra_Telecom

Escalate request to L2_Raleigh_Deskside

User is having local Desktop, telephone or facilities issue that are supported at ABD Sercotec.

Escalate request/incident to L2_Raleigh_Deskside

This is a MS ACCESS 2003 Application/database used in Central Europe Germany, Austria, Switzerland) to create sales reports.

Document what user is trying to do and document ticket with screenshots. Ask user if he had access to the application.

Escalate cases to L2_CE_Deskside. The application will be made available via SCCM.
Collect Details about Issue Requester is reporting (including Steps to recreate, Screen Prints of Error Message, clarification of Urgency,
etc).
Escalate to: L2_Americas_App_MANMAN

Please check the end-users location and make sure the user is located in Redmond.

Escalate to: L2_Global_Infra_Telecom

Tickets for Dreieich users have to be escalated to: L2_CE_Dreieich_Deskside

In case users report incorrect SAP PLM training assignments

EXAMPLE: Recipe Management in SAP PLM ,Document Information Record (DIR) Management in SAP PLM, DIR not linked

Escalate ticket to: L2_LSG_App_LSGQA

Certain orders are not transferred between Baan FR and DLx and this impacts the operation at Mitry Mory.

Tickets are to be escalated to: L2_EMEA_App_OTC.

In order to fix the issue support activity order has to released from Baan to DLX in advising the lines in Baan at the outbound level if it is not
already done.
Situation reported in problem case number PRB0000028.

SAP B1 needs to be reinstalled and configured.

Escalate to L2_Global_App_SAP_BA.

In case applications need to be installed on a server, EXAMPLE: usherapp44, escalate the case to the L2/L3_Global_Infra_Windows.

L3_Global_App_Corp-Compliance

Check the following folder (C:\Windows\Temp) and delete all the DbCap files,

which will probably be in excess of 35000

Support escalation: L2_Global_App_AbdSerotec

If an user calls to request sales order series change in BaaN application, escalate the ticket to the group:

L2_Japan_App
User must submit a system access request, if approved, escalate to L3_Global_App_Corp-Compliance

Incidents are to be escalated to L3_Global_App_Corp-Compliance.

Business Owner is Sandra Fuentes.

InteractRX is retired and no longer necessary to be used by any end-user.

If the Service Desk receives a request or an incident regarding Codesoft, the ticket should be escalated
to L2_EMEA_App_Industrial (SME: Laurent Delangue)
User has to address his request directly to Nathalie Dauriat.

Close the ticket after notifying the user whom to contact.

This a MS Access application for AbD Serotec Purchasing Department and Laboratories at Oxford,

that associates SAGE ERP Ltd batch data with scanned documents in O: Aliquotting archive directory.

Access Request

Authorisation for access: Permission from Martin Hill (Directory Owner)

There are 2 levels of access, which are set by AD directory permissions:

Read-Only

Read/Write

Requires AD permission to access the O:\ Aliquotting archive directory.

Escalation

Tickets to be transferred to L2_Global_App_AbdSerotec

Application Specialists and approver: Martin Hill

WinSCP is an application that permits data transfer between Employee Central and SIRH (replaced FileZilla).

The files are to be found on:

\\usherfs\software\WinSCP

Copy the installation files on the user's PC and run the application. Follow the installation steps.

The HR users have the login and password necessary for the application, the Service Desk doesn't handle this part.

In order to install the CFX Manager, navigate to:

\\Frstewip09\master_DATA\Software\APPLICATION LABO\CFX MANAGER

If it is not clear which version is to be installed, transfer the ticket to the Local Deskside group (according to user's location)

For Go Anywhere FTP - escalate to L2_Global_App_MIDDLEWARE_SOA

End-User cannot access QNSE or system is down - L2_Americas_App_LSG-Cordys
User cannot access his 3G key or he has connectivity issues.
Reinstall the application from the following location:
\\frmarstp01\catalogue$\INSTALL_APPLICATION\Applications Bureautiques\BE Orange for integrated new
APN
End-user is having local Desktop, telephone or facilities issue that are supported at REDMOND.
L2_Seattle_Deskside

SIM card not recognized/detected

Possible errors: No SIM Card Installed, No SIM, Invalid SIM, Searching (for SIM)

Ask the user to:

Re-seat the SIM card in its slot

Restart the phone

If not solved, escalate incident to L2_France_Marnes_Deskside

In case files cannot be recovered using Previous versions escalate to L2_Israel_Deskside

How is the voicemail accessed:

Mexico - Only for Digital phones - Users have a specific button on the phone and they will be prompted to enter their pin code

Brazil - not used by the users

For setup, deletion, password reset and related issues:

Mexico - escalate the ticket to L2_Mexico_Deskside

Brazil - not applicable

Created or modify internal DNS (Domain Name Server) entry - L2/L3_Global_Infra_AD.

The application Fingertex is used to manage Server room access control in Eugenia and Iztapalapa, access is handle using batch in the
batch terminal(KARDEX), IT and Security have access to server room only, the application is installed in a virtual equipment on
MXMEXAPP01.

Escalate to: L2_MEXICO_DESKSIDE.

Windows 10 is available for IT personnel and business users. Some business users may have their PC imaged with Windows 10 by
Deskside.
The primary escalation point is the Deskside team (according to user's location).

Windows 10 imaged PC's have a built-in VPN client which detects internal and external (home, hotel, airport) locations. The VPN will
connect automatically if connected to an external network (without user input).

Cortana and Microsoft Edge are not supported.

For software installation and issues on the FAS server: L2_NorCal_Deskside.

For issues/reports within the application: L2_Global_App_FAS.

For application access, user must submit a Self Service request and mention that access to DSMA is needed.

For data upload or application issues route case to L2_Project_Mariposa_BASIS.

Dispatch all cases to the support group L2_EMEA_App_OTC mentioning the configuration item DAF.

N.B.: DAF is the ERP software system in Turnhout

The Door card request is created by the HR/Admin and then sent to the local team

L2_Gchina_Deskside will:

Prepare the card

Create the user account in the system

Define user accessible door

Grant door access permission

Test card access

Give it to HR/Admin

The user will need to contact the HR in order to get the Door card.

1. The first step would be to contact Thierry JEANNEAU who is the supervisor for Facilities Management (Services Généraux), or Marie-
Françoise Pastor, and making sure this is not a hardware issue.
2. If it isn't a hardware issue meaning the fax lines are OK, the case can be dispatched to the on-site
engineer: L2_France_Marnes_Deskside.
Escalate case to: L2_Global_Infra_TelecomBAM.

Alert Incident Controller in case of possible outage.

EXAMPLE: If user is having issues with FRMARAPP66 escalate it.

Dispatch cases to L2_CE_Deskside.

Document ticket with error message or what is requested and steps to replicate the issue.
Dispatch all cases to the support group L2_EMEA_App_OTC mentioning the configuration item DAS.N.B.: DAS is the ERP software
system in Turnhout
SYSTEM = OTHER-NO EUROPE

If an user calls or sends in a request to have a loaner laptop for Exhibition, transfer the ticket to L2_Japan_Deskside.

The user must have his manager approval in order to be eligible to request the hardware.

1. These cases should be dispatched first to the L2_Americas_App_LSG-Diver queue.

2. Users should be given a Diver license and give them access to the diver server, before they can use the ProDiver software.

3. Once they have the proper access, the case is then dispatched to user's Deskside for installation.

Link to SharePoint: http://emeatfsspp (for R&D instrument software department)

Inform the user that he has to contact Stephane Delaille in order to have the Sharepoint rights given.

IT administrator for the SharePoint server is Clive Mamombe (L2_GLOBAL_Infra_Winserver)

Close the ticket as a Request.

Take into consideration that user must be an IT person in order to receive access (Teamviewer admin).

Request must be submitted via Service Now catalog.

If the user is not an IT person or contractor they will have to purchase their own license.

DCS (MS access database) is used to track documents for Seattle Operations.

Service Requests or Incidents should be escalated to L2_Seattle_Apps

In case of issues and if user has the laptop connected to a docking station, perform the following steps:

- Disconnect the the power adaptor from the docking station and reconnect it

- Remove the battery from the laptop thus resetting the power

Escalate to: Local Deskside (if issue still persists)

Before escalating the incident make sure you write down the following information:

1. The URL of the site the user was trying to reach.

2. Screenshot of the Zscaler message.

3. Business reason for accessing that website.

4. The IP address of the machine the user is accessing the website from.

Primary ZScaler US Night shift contact - Ravi Sinha.

Escalation group: L2_Global_Sec_Infosec_Zscaler

Global SharePoint sites.

Document the url, request or issue reported by user.

Escalation group: L2_Global_App_Sharepoint

If the issue is computer related and troubleshooting was performed escalate it to: L2_NorCal_Deskside

Bitlocker is an encryption application built in Windows 10, currently there is a Pilot program to the functionality.

All Bitlocker issues are to be escalated to Deskside (based on users location).

Make sure that you document the ticket with the PC name and request/issue the user is reporting.

Bedatime password reset or account creation.

Person in charge of of the Bedatime software: Eve Mackeben (u030932)

Support group: L2_CE_Deskside

If the user does not have access to Process Directory or cannot login to process directory, reset user's SAP E1P process directory.

User must contact the Security Department and not Facilities.

Foy any issues escalate to deskside as per KB0011454.
If the ticket is resolved by L2/L3 team, then the ticket should be dispatched to the L2/L3 team for resolve. If the L2/L3 team has applied
some changes/did some work that should address the end user's issue, they are responsible to confirm resolution with the end user.

When L2/L3 team routes the ticket to the SD asking to confirm resolution and/or close ticket, inform them that as per procedure they are
responsible for that task and reassign the ticket to their group.
For cases where the L2/L3 team sends the ticket again to the SD after you have informed them as mentioned above, keep the ticket in your
queue and notify the Incident Controller and the AL.

Field advisor is a web application used by the field rep. The field rep has be to connected to the VPN before trying to access the application.

If you receive any request regarding Digital Garden, contact via hangouts or email Matthew Horwood.

Please inform the user to use his Active directory credentials to log in.

All tickets must be dispatched to L2_Global_App_Middleware_SOA.

All tickets must be dispatched to Kiosk group L2_Global_App_Kiosk

NOTE: At the moment, the Finance Global Payroll Services catalog is only visible for users in EMEA and North America (US, Canada,
Mexico).
In the ESS portal, a new section was added called: Global Payroll Services. End users will be able to ask for more information regarding
payroll related material.
This process is automated, but if the user is creating a generic request or an incident, SD should advise the user from EMEA or Canada to
create the proper request and close the ticket:
Order Something

Finance section on the left catalog bar

Global Payroll Services

NOTE: REQ created by the Payroll catalog have restricted information only visible to the respective Payroll team (example: IT teams are not
able to see short description, work notes etc.)
If the automated process fails, any requests related to Payroll, eTime, myADP, myView or tax related "inquiries" from end users based in
EMEA or Canada should be dispatched to the following group:
L2_EMEA_Biz_Finance_Payroll (EMEA users)

L2_NLAM_Biz_Finance_Payroll (US, Canada and Mexico users)

NOTE: For any other country, if there isn't a dedicated KB article, please dispatch the ticket to the Local Deskside team.
CAUTION: If a user is requesting access to view Global Payroll Catalog item - please dispatch to L2_Global_App_ServiceNow - user may
be a "manager" from another country (not enabled for the catalog item) who may need to make an inquiry for their employee who they
manage that has been enabled in the new EMEA ADP.
The business unit will be communicating to their respective end user base via email.

A quick reference video has been created to assist end users to submit a request.
User should create a request using the below steps:

Request Something > Human Resource > EMEA Benefits

The current rollout is only for users in Hungary BUT will expand to other EMEA countries based on their
rollout plans.
The assignment group is L2_EMEA_Biz_HRBENEFITS for the catalog item.
For Technical Support (INC) or Generic Request (REQ) which may "involve Benefit related questions" for
the targeted countries (in this case Hungary) - users should be informed of the correct catalog item to
use. This applies to phone calls and chat as well.

If an INC/Generic Request short description/description contains information related to the table below - it may be AP Shared Service
related.
Category Dropdown
AUDIT
BANK COMMUNICATIONS
CONSOLIDATED BATCH PROCESSING
PAYMENT REQUEST
PAYMENT STATUS
RTR TREASURY INQUIRIES/REQUESTS
SAP AP WORKFLOW TECH QUESTION
SUPPLIER REFUNDS / CREDITS
TAX
TAULIA
TRAVEL / P-CARD INQUIRY
•APPLICATION & CARD ISSUANCE
•CONCUR NAVIGATION
•EMPLOYEE REIMBURSEMENT STATUS
•EXPENSE REPORT STATUS
•FRAUD
•LOST/STOLEN CARD
•P-CARD STATEMENT STATUS
VENDOR MASTER DATA
VENDOR STATEMENT RECONCILIATION
Contact the user to understand if they are looking to submit an AP Shared Service Inquiry.

If the user is looking to submit an AP inquiry, they need to use the AP Catalog item.

The INC/Generic Request should then be closed - ideally with close notes: Directed user to AP Shared Service Catalog.
If the user responds that their ticket is not AP shared service related:

gather more details and assist the user is possible.

escalate the ticket to a proper team if SD cannot assist.

In summary - tickets submitted via the AP catalog item should go to: L2_Global_Biz_Finance_PTP

If user is experiencing log in issues to Basecamp, direct user to contact the basecamp support at: [email protected]

NOTE: If they have Trello paid subscription (Approved client platform quote), they need to be added to Trello AD group - Global-Trello
SSO.
Similar tickets: SCTASK1017374, INC0687545

The application will run in the background and collect information regarding the computer performance, which will be sent to the Client
Platform team to assess the end-user experience.
In case the users are having questions, please share the above information.
For any issues related or caused by the application, the tickets will have to be dispatched to
the L2/L3_Global_Infra_ClientPlatform queue.

For any North America tickets please dispatch to: L2_Global_App_Commissions

For any Japan tickets please dispatch to: L2_Global_App_Commissions_JP

For any EMEA tickets please dispatch to: L2_Global_App_Commissions_EMEA

For any iSell connectivity related issues, make sure that the user is connected to the VPN using the HOTEL option.
For any security cameras issue, please guide the user to contact:

Phone: 925-250-6564

CAUTION: If the issue is related to a network outage, please dispatch the case to the network team: L2_Global_Infra_NetworkCloud

All cases related to Okta should be dispatched to: L2_Global_App_BRC

CMDB related tickets need to be dispatched to: L2_Global_App_Configuration_Management

If users report issues accessing the application, you need to check group membership. They need to be added to the following AD
groups: Global - Opsgenie SSO and Global - OpsgenieCloud SSO.
CAUTION: Before adding any user to the AD groups, their access needs to be approved by David Neaz or John Norby. If the ticket is
opened by one of them it's considered preapproved.
Contact person for password resets, account creation or access issues: Andrew Rieger

JUMO related tickets need to be dispatched to: L2_EMEA_App_Industrial

NOTE: The system is only available to US Employees, they access it through the SSO portal.
For access requests please direct the users to contact the administrator, Jeffrey Robinson, and provide him the following information: What
project(s) they need access to and what their role is.
iSurvey related tickets need to be dispatched to: L2_Global_App_iSurvey

Cyclades related tickets need to be dispatched to: L2_France_Gemenos_App

Unity Real Time related tickets need to be dispatched to: L2_BIZ_QSD_CFS_Legacy_Unity

if they can't find the e-mail, route the ticket to the licensing team - L2/L3_Global_App_M365