Date: 03/8/2021
Duration: 30 Minutes Skype Meeting
Attendees: Shell Service Desk team (6am-3pm, 2pm-11pm IST shift Employees)
Hosted Nivedita Kathirvelu and Soumiya
Agenda Item: Process Updates

Time: 2:30 PM to 3:00 PM

Minutes of Meeting:

Service Desk 

1. Assignment Groups & Escalation Matrix (ServiceDesk

Reference)

 OSS Break-Fix Assignment Group document (sheet: Break fix Assignment Queue_V31) .
 KB Article KB0120611 has also been updated with the attached document.
 Updated the sheet of Master Site List for OSS
 Updated the sheet of Connext Esc Matrix
 Added information in Phase 6
 Updated the sheet of OSS Sites - Corporate Mobility
 Added site code that provided by Mobility team
 There’s additional notes with specific site code – notes or instruction coming from mobility

2. New Update on How to Handle Corporate Mobility Issues

 Check the excel file: Assignment Groups & Escalation Matrix (SME) (Current version is 37)
 Sheet: OSS Sites - Corporate Mobility
 Check user’s site code if belongs to the ITC/OSS will perform these Mobility services and support
tasks across manned and unmanned Shell locations currently covered by TCS
 WHAT TO DO IF THE SITE CODE IS NOT ON THE LIST:
 Strictly follow the below instruction how you can report such issue:
 Send an email to the following Recipient:
 To: @Hanington, Morgan J ITSSEUS-ITSS-OSS @Fernandez, Randy ITSSEUS-ITSS-OSS
 CC: Your Lead/ SME / POC
 Optional: @Alicante, Wendsay Gayle ITSSEUS-ITSS-SD @Kummarwar, Neeta ITSSEUS-ITSS-SD
@Santiago, Christi Anne ITSSEUS-ITSS-SD @Marcos, Johanna Martha ITSSEUS-ITSS-SD
 Subject of Email: Incident Ticket Number: Short Description of the issue
 Example: Subject: INC12546758: Corporate mobile of user is not turning on

 Body / Content of Email: Make sure below are included in your email
 Ticket Number:
 Affected User:
 Site Code:
 Device Type (iOS\Android):
 Device OS version:
 Detailed description of the issue:
 Probing &Troubleshooting Steps: 
 

3. AT&T Global Network Decommissioning

 User click 'Remote Access' on desktop

 User will be directed to a page with information around working remotely
 At the bottom of the page there are 2 buttons. One active button in green will take you to the
"how to log into GPC" page and the other inactive button will allow you into AGN. "Allow AGN"
button takes 40 seconds to become active (Hopefully this can ensure people will read through
and start using Zscaler or GPC if required before AGN is removed in a couple of weeks)
 It will not impact PLAP process and capability
 AGN will remain available during hyper care and the link can be reinstated by SvD per user if
required (not expected as GPC works the same as AGN)
 Trading, Secure Hosting (SH) and Exec users are part of the standard global decommission
 SH users with quarter-end responsibilities will be excluded from AGN shortcut removal prior to
24 July
 SH and Execs users received email communications directing them to GPC
 Secure Hosting Citrix Portal banner directing users to GPC
 Attached is the list of users that were still using AGN Remote Access for the past 7 days period
from 16th - 22nd July (~16k users) and around (~4k users) constantly use >4 days. We have
groups it into Countries, Department, White AGN, Yellow AGN and etc. This can be a good
reference if you wish to identify the AGN usage in your country or business.
 4. MS Team now available on software center

 Microsoft Teams application is now enabled to be a PULL deployment (available) to all users on
Software Centre > “Applications” tab. Once installed, it will moved to “Installation Status” tab.
Any user who requires MS Teams can now directly install it from Software Center instead of
downloading it from the Microsoft site.
 If a user is calling and wants to install MS Teams, SvD will now guide the user to go to Software
Centre under Applications Tab. Once it is installed, it will be moved to Installation Status Tab.
 If MS Teams is not visible in Software Centre, then SvD needs to do some troubleshooting.

5. Smartcard Templates

Short Description name Usage

Issues related to Smartcard reader hardware issues or damaged

Smartcard – Hardware/Driver Issue
smartcards

Requests related to assistance in activating smartcard of new users for

Smartcard – New user / Activation
first time

Smartcard – Certificate Renewal

Requests related to assistance in renewing certificates
assistance

Requests related to assistance in activating replacement smartcard of

Smartcard – Replacement card setup
existing users

Request for Emergency password due to reason – Broken or Lost SC.

Smartcard Emergency password –
Also if the users machine has issues with Smartcard hardware/reader
Broken/Lost/Hardware
and need emergency password until OSS fixes the issue.

Smartcard Emergency password –

Requests for Emergency password because user forgot the Smartcard
Forgotten

Smartcard Emergency password –

Requests for Emergency password as it is required to setup PingID
Ping ID Setup

Smartcard Emergency password – Requests for Emergency password as the user is new joiner and yet to
New Joiner without Smartcard receive the smartcard

Smartcard Unblock All requests related to Smartcard Unblock issues.

 6. P91 and PB1 Maintenance