This document will include the following information:

1. Overview of the Worldwide Services Portal
   

3. Link to Portal
   
4. Login
   
5. Site navigation
   

2. Opening a Ticket
   

2. Selecting a project
   
3. Entering ticket data and attachments
   

3. Manage Tickets
   

3. Search
   
4. Status
   
5. Edit
   

4. Basic Process Flow
   

2. Statuses definition
   
3. Communication
   

Worldwide Services IT team will set up and send out invites to the Honeywell Portal users. An email will be sent prior to the account being set up to give a heads up that an invite is on its way.  In some cases, the invite goes into a junk or spam folder.

Sample invite:

 

Link to the WWS portal:

https://hwsupport.worldwideservices.net/

Click Sign In on the righthand side of the screen.

Enter your email address and password you created – Click Sign In 

The home page navigates to:

1. Home 
   

1. Landing page to navigate the site
   

2. Submit a ticket
   

1. Open new tickets for designated projects
   

3. My Area
   

1. Manage tickets
   

4. Knowledge Base
   

1. Area for ticket related articles
   

When submitting a ticket, the project needs to be selected – fields on the ticket will be custom for the selected project.

Fill in all the fields when entering a ticket, the subject line should include the Site Code. The subject line is what shows in “My Area” when managing tickets.

When submitting a date and time for work – select the Monday of the week work is to be done. This will give the Worldwide Services Project Manager a window of time to work with in scheduling the request.

If there is a better day to set up the work or one day that is not going to work use the Description area for this type of request.  You can also use this to add any pertinent notes regarding this ticket.

To attach a file, click on Attach a file (up to 20 MB) select one or more files then click on Open to upload the files.

When all the information has been entered into the ticket and any attachments have been uploaded click Submit.

An email will be sent to confirm the ticket has been created in the system.  You may need to check your SPAM folder for the ticket confirmation email as some organizations flag this as SPAM.

The email will have the ticket number and a link to go directly to the ticket. 

The Worldwide Services Project Manager will review the ticket to insure all the information is filled in correctly - if not they will reply to the ticket for further clarification. If all is correct the Project Manager will schedule the work and send a confirmation via the ticket system and update the status to Site Survey Scheduled.

My Area 

All tickets are shown in My Area. Status view can show Open, Closed or On Hold tickets only. 

Ticket status will display on the right, for the SD-WAN project the ticket status will display what stage the ticket is in – all statuses are updated by the Worldwide Services Project manager.

Ticket Status:

1. Site Survey 
   

3. Requested – Request made not scheduled
   
4. Scheduled – Date confirmed
   
5. Completed – Survey completed
   

2. Installation
   

3. Scheduled – Date confirmed
   
4. In Progress
   
5. Completed – Installation completed
   

3. De-Installation
   

3. Scheduled – Date confirmed
   
4. In Progress
   
5. Completed – De-Installation completed
   

Generic searches can be done in the Search area, if the word is in the ticket it will appear in the search. You can search by ticket stages using the stage name in the search.

ALL communication is to be done in the ticket system. Note the below from My Area – one ticket has 1 reply the other has 6 replies.

To update a ticket, open the ticket and click on the Reply button.

A dialog box will open, and the message can be typed and or an attachment can be added (20Mb – limit) – Click send when completed.

The Worldwide Services Project Manager will be alerted that a response is sent for a ticket. If the Project Manager is on the phone with a client, they will update the ticket with bullet points from the conversation and update the ticket so that all communications are logged into the ticket system.

When a reply is posted in a ticket an email will go out and the “My Area” will indicate a reply to the email has been logged.

Notice the request for Thursday and the response from the Worldwide Services Project Manager:

As we add additional documentation related to these projects the documents can be found in the Knowledge Base.