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Support Information

Amadeus Customer Service Point


User Guide

YOUR USE OF THIS DOCUMENTATION IS SUBJECT TO THESE TERMS Use of this documentation You are authorized to view, copy, or print the documentation for your personal use only. None of the Amadeus data included in the documentation may be sold, transferred, redistributed, retransmitted, published or commercially exploited in any way without the express advance written permission of Amadeus. This documentation is provided on an AS IS basis and Amadeus does not warrant any maintenance or support in using this documentation. Data ownership This documentation is protected by Intellectual Property rights and is the exclusive property of Amadeus. No licence over these Intellectual Property rights is herein being granted. You acknowledge that the documentation is the valuable intellectual property of Amadeus and that if you use, modify or distribute the documentation for unauthorized purposes, you will be liable to Amadeus for any damages it may suffer. The examples in this document are for illustrative purposes only. The naming of particular airlines, hotels, car rental agencies, or other companies in these examples does not constitute an endorsement, express or implied, of Amadeus by these companies or of these companies by Amadeus. Product offers, prices, terms and other information provided herein are subject to change without notice. You should determine the appropriateness of any product for your intended purpose and needs. Amadeus makes no warranty of any kind including but not limited to the implied warranty of merchantability and fitness for a particular purpose.

2010 Amadeus s.a.s. All Rights Reserved. Edition 5.0 Job Number 2485 FE 0210 For Amadeus Customer Service Point

Published by: Amadeus Educational Systems and Services e-mail: ess.doc@amadeus.com

February 2010

Table of Contents

Before You Start ...................................................................................... 1 What's New in This Document............................................................... 2 Chapter 1 What Is Amadeus Customer Service Point? ......................................... 3
What Record Types Can I Work with in ACSP? ........................................... 3 Who Is an Incident Owner? ........................................................................... 4 What Is a Record Status?.............................................................................. 4 Which Records Am I Allowed to Access? ..................................................... 5 How Do I Report ACSP Problems?............................................................... 5

Navigating the ACSP Work Area........................................................... 6 Chapter 2 Getting Started......................................................................................... 7 Logging In to ACSP ............................................................................... 7
How to Log In ................................................................................................ 7 How to Change Your Password .................................................................... 8

Updating Your ACSP Profile.................................................................. 9


How to Receive Change Notifications by Email ............................................ 9 How to Set ACSP as Your Preferred Opening Page .................................. 10

Managing User Access to ACSP......................................................... 11


How to Request Access to ACSP ............................................................... 11 How to Request Access for a New User ..................................................... 12 Can I Access ACSP from Any Browser?..................................................... 12 Can I Change My ACSP Configuration? ..................................................... 12

Chapter 3 Creating Records................................................................................... 13


How to Create a Record .............................................................................. 13 How to Fill In the Template.......................................................................... 15 How to Request a New Template................................................................ 16

Chapter 4 Withdrawing Records............................................................................ 17


How to Withdraw and Close a Record ........................................................ 17

Chapter 5 Finding and Displaying Records.......................................................... 19


How to Retrieve a List of Your Open Records ............................................ 19
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Amadeus Customer Service Point

User Guide

How to Search for a Record ........................................................................ 20 How to Display a Record Using the Record Number .................................. 21 How to Display a Record from a Watchlist .................................................. 22

Chapter 6 Updating and Managing Records......................................................... 23


How to Update a Record ............................................................................. 23 How to Attach a File to a Record................................................................. 24 How to Create a Watchlist ........................................................................... 24

Chapter 7 Verifying Recovered Records .............................................................. 25


How to Restart the Investigation ................................................................. 25 How to Confirm Recovery............................................................................ 25

Chapter 8 Closing Records .................................................................................... 27


How to Close an Incident or Problem.......................................................... 27 How to Close a Work Order......................................................................... 27 Can I Reopen a Closed Record? ................................................................ 28

Index ....................................................................................................... 29

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Edition 5.0

Before You Start

Introduction
This user guide describes Amadeus Customer Service Point (ACSP), the Amadeus web-based problem submission and change request tool for customers and partners. This guide explains how to use ACSP from an end-user point of view.

Audience
This user guide is intended for users of Amadeus products and services who have to report any problems or incidents and assign them to their local Amadeus Service Management Centre (SMC). To get the most from this guide, you should be familiar with the problem and incident reporting process.

Where Do I Go for Help?


If you need help when you are using ACSP, open the ACSP online help by clicking on in the top bar of the ACSP work area. Alternatively, contact the Amadeus Service Management Centre (SMC) nearest to your location.

Objectives
After you have read this user guide, you will be able to: Understand how ACSP is used and what types of records you can work with Log in to ACSP Set up your user profile Create new records Find and display existing records Update records and manage them in your own watchlist Verify and close solved records or reject the solution and reassign the record back to the SMC

2010 Amadeus s.a.s. - All rights reserved

Amadeus Customer Service Point

User Guide

What's New in This Document


This is an updated document defining the use of incidents in ACSP See What Is Amadeus Customer Service Point? on page 3 The content has been reorganised The FAQ section has been removed

Edition 5.0

Chapter 1

What Is Amadeus Customer Service Point?

Amadeus Customer Service Point (ACSP) is a web-based tool which aims to harmonise problem and incident reporting processes across all Amadeus Commercial, Operations and Development groups.

ACSP provides one entry-point for customer incidents through the Service Management Centre (SMC). Amadeus customers report any production incidents using Incident Records (IRs) or Work Orders (WOs) which are subsequently assigned to the SMC. Note: Only customers who assign records directly to another group (for example, a third-level team) will continue to open Problem Tracking Records (PTRs).

What Record Types Can I Work with in ACSP?


In ACSP, you can work with the following record types: Incident Records (IRs) - Used to report service and product degradation or outages. Note: From 2010, you must use IRs to report problems to the SMC. The use of PTRs is reserved exclusively for certain products and services (see below).

Work Orders (WOs) - Used to request, control and implement service requests, that is, minor, standardized changes like user or data maintenance.

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Amadeus Customer Service Point

User Guide

Problem Tracking Records (PTRs) - Used to follow up problems, document recovery actions and report on test issues. Only customers who assign records directly to another group (for example, a third-level team) will continue to open Problem Tracking Records (PTRs). Change Requests - Used to request new functionality by either updating an existing product, or by creating a new product. Change Proposals - Used by the market to request an enhancement of the Amadeus system. Change Requests and Change Proposals relate to Amadeus products or customer products and are only available to certain customers.

Note:

Who Is an Incident Owner?


As soon as a record has been acknowledged by the SMC, it is updated with details of the incident owner. The incident owner corresponds to an Amadeus group. This group is your main point of contact during the life-cycle of the record. An incident owner is responsible for the following: Collecting all information needed to investigate a record Ensuring that the severity level of a record is set correctly according to the impact of the incident on business Keeping the customer informed of the progress of the investigation and the involvement of any other support groups Following up on any action items with the relevant support groups Solving the record or finding a satisfactory workaround. You must always send any questions relating to the record to the assigned group rather than to an individual person within that group.

Note:

What Is a Record Status?


Each time you open, update, or close a record, you assign a status to the record. This indicates what stage the record has reached in the solving process.

Edition 5.0

Chapter 1 What Is Amadeus Customer Service Point?

The statuses that can be assigned to a record are described in the following table.
Table: Record Status Definitions Status New Acknowledged Open Pending Master Recovery Definition You have created a new incident record. Amadeus is working on the incident and you can follow the progress in your incident record. The incident is assigned to you and Amadeus is awaiting your feedback. This status is used for a major incident, or if more than one customer has reported the same incident. Amadeus is managing the incident in a Master Incident record. The role of your incident owner is to keep you up to date by transferring relevant information to your incident. Recovered Rejected Pending Problem Resolution Closed A workaround or solution has been found and Amadeus asks you to verify if it is satisfactory. The incident cannot be solved. The reason will be available in the Incident progress. No workaround/ or solution is available. The incident is due to an error in the system or coding: a Problem Record has been opened to fix the error. The incident record is closed.

Which Records Am I Allowed to Access?


You can access all records relating directly to your business with Amadeus, as summarised by these rules: Your assignee group logged the record. The record was reported by your assignee group but opened for you by the SMC. The record is assigned to your assignee group. The record was, at some time during its history, assigned to your assignee group. Your assignee group was given reviewing rights or the SMC defined the record as Open to All. The record is associated with another assignee group within your company.

How Do I Report ACSP Problems?


Contact the Amadeus Service Management Centre (SMC) nearest to your location for any functional or technical problems. You can report your problems 24 hours a day, 7 days a week. If you call after normal business hours, the call will be automatically forwarded to one of the other SMCs.

2010 Amadeus s.a.s. - All rights reserved

Amadeus Customer Service Point

User Guide

Navigating the ACSP Work Area


The layout and menu options of the ACSP work area are shown in the following figure and accompanying table.
Example: ACSP Work Area

Table: ACSP Menu Options Area Top bar Menu Options Navigation bar My Watchlist My Profile Online Help Display by Record Number Create New Records Lists of Records Submitted Assigned Reviewable Extended Search Record Lists and Records Search Form and Results Record Update Buttons Creation Template Closure Forms

ACSP main display

Edition 5.0

Chapter 2

Getting Started

Logging In to ACSP

How to Log In
1. Go to the ACSP home page at www.customerservicepoint.amadeus.com. 2. Fill in the login form with the username and password sent to you by email.

If the login is successful, the ACSP work area is displayed. If you have difficulties logging in, contact the Service Management Centre (SMC) nearest to your location.

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Amadeus Customer Service Point

User Guide

How to Change Your Password


1. In the top bar, click on My Profile. The User Profile page is displayed. 2. Click on Change Password.

The User Password page is displayed. 3. Enter a new password. The password must be at least six characters long.

What if I Forget My Password?


1. Go to the ACSP home page at www.customerservicepoint.amadeus.com. 2. Click on Forgot Your Password?

A new password will be sent to your registered email address automatically. 3. The next time you log in, change the password to one of your own choosing.

Edition 5.0

Chapter 2 Getting Started

Updating Your ACSP Profile

How to Receive Change Notifications by Email


1. In the top bar, click on My Profile. The User Profile page is displayed.

2. Enter your personal details, if necessary.

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Amadeus Customer Service Point

User Guide

3. In My User Settings, enter an email address and set Email Notification to On.

Each time a record assigned to your group is updated, you will receive a notification by email.

How to Set ACSP as Your Preferred Opening Page


1. On the top bar, click on My Profile. The User Profile page is displayed.

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Chapter 2 Getting Started

2. In the My Opening Page field, select one of the following from the drop-down lists:

PTR List Assigned - Displays a list of the most recent list of PTRs needing your attention. This is the recommended option. PTR List Submitted - Displays a list of all PTRs submitted by your assignee group. PTR List Reviewable - Displays a list of all PTRs to which your assignee group has been given access for review purposes. These are records not created by or assigned to your assignee group.

Managing User Access to ACSP

How to Request Access to ACSP


Make a request to your Amadeus account manager. You will be notified by email when the request is implemented. Note for Account Managers: You open Work Orders in Win@proach: 1. Click on New Record. The New Record window is displayed. 2. Select Work Order and Template and click on OK. 3. In the tree view, expand Aproach Management > Assignee Groups > Creation / Deletion of Assignee Group and click on OK. The New Work Order: Creation / Deletion of Assignee Group window is displayed.

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Amadeus Customer Service Point

User Guide

How to Request Access for a New User


1. In the navigation bar, click on Work Orders to display the list of commands. 2. Click on Create New. The Template Listing window is displayed.

3. Click on UserID to expand the menu, then click on Creation of a new UserID.

4. Fill in the template that is displayed. Once the new User ID is created, the new user is notified by email. The Work Order is then sent to the logger for verification and closure.

Can I Access ACSP from Any Browser?


ACSP currently requires Internet Explorer 6 or above. A future version of ACSP is planned to support Mozilla Firefox.

Can I Change My ACSP Configuration?


If you want your ACSP configuration to be changed, the request must be approved and made by your Amadeus account manager. By default, ACSP configuration is performed at customer segment level but can be extended to assignee group or company level. A change in your configuration can enable access to: Extra templates Other assignee groups, if considered necessary

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Edition 5.0

Chapter 3

Creating Records

How to Create a Record


Note: To ensure that records are correctly assigned and that the required information is present, you must use a template to create a new record.

1. In the navigation bar, click on Incidents/Problems or Work Orders to display the list of available commands for the record type. 2. Click on Create New. The Template Listing window is displayed. The templates that are available for you to select depend on your login.
Example: Template Listing

3. Click on the template that corresponds to your product or project.


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Amadeus Customer Service Point

User Guide

If none of the available templates are appropriate, select the generic template. The first page of the template is displayed.
Example: Template

4. Enter the required information in the available fields. See How to Fill In the Template on page 15. 5. Click on Submit. The record is displayed and assigned to the SMC. You can perform the following actions from this page: Click on Attach to attach a file to the record. Click on Add Comment to add additional information. (For Incidents Only) If you no longer want to submit the record, click on Withdraw to assign the record back to yourself. The record will then close. See Withdrawing Records on page 17.

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Chapter 3 Creating Records

How to Fill In the Template


1. Enter a title for the record in the Title field.

After the prefix (if there is one), enter one of the following: The exact error message. A concise description of the problem or request.

2. Indicate the severity level of the record (IRs or PTRs) according to the guidelines in the following table.
Table: Incident Severity Levels Level Critical Criteria Only assign this severity level in the following circumstances: A system, application or functionality is unavailable, severely corrupted or severely degraded for a significant number of users. No backup is available. No bypass exists. For example: The production system is unavailable. One or more national systems cannot issue a ticket. All fare calculations are inaccurate. Critical is only available in certain templates and to certain users.

Note: Serious

Assign this severity level to a problem that affects the booking process for all users. For example: The site is down. The site is up but users cannot access it. No fares or availability are returned. Fares and availability are returned but no booking can be made. If your problem does not meet these criteria but you believe it warrants a Serious severity level, you must provide reasons in the record, otherwise the SMC will downgrade the record to Medium.

Note:

Medium

Assign this severity level to a problem that does not prevent bookings being made but can affect product use. For example: Inability to book a specific fare on a specific route. A problem found in non-booking critical functionalities, such as mail, flight information, seat map, calendar download or profile update (except if there is an impact on booking). Lack of textual clarity in descriptions of the booking process in specific scenarios.

Minor

Assign this severity level to a problem that does not affect the booking process for users. For example: Graphic problem Spelling mistakes

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Amadeus Customer Service Point

User Guide

3. If the Urgency check box is displayed (IRs or PTRs), select this option only when both the following conditions apply: The Severity is Medium There is a commercial impact, for example, if a user is unable to book the lowest quoted fare on a regularly used route. Include a description of the commercial impact.

4. Describe your requirements in as much detail as possible. You must provide sufficient information for the SMC to reproduce the problem or to react promptly to the request. Note: All records that are open but are not accepted by the investigator or contact point will have the status New.

How to Request a New Template


If the template you need is not available, send a request to your Amadeus account manager. Note for Account Managers: You create new templates in Win@proach: 1. Click on New Record. The New Record window is displayed. 2. Select Work Order and Template and click on OK. 3. In the tree view, expand Aproach Management > Templates > New Template and click on OK. The New Work Order: New Template window is displayed.

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Edition 5.0

Chapter 4

Withdrawing Records

How to Withdraw and Close a Record


You can withdraw a record and close it as long as no investigation has taken place and the symptoms have disappeared. The record must still have the status New: that is, it must not have been acknowledged by the SMC. Note: You can only withdraw IR or PTR records. Work Orders must be assigned back to you.

1. Display the record that you want to withdraw.


Example: Withdraw Record

2. Click on Withdraw. 3. Enter your comments in the displayed page. 4. Click on Submit. The update page closes and the updated record is displayed.

2010 Amadeus s.a.s. - All rights reserved

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Chapter 5

Finding and Displaying Records

How to Retrieve a List of Your Open Records


1. In the navigation bar, click on Incidents/Problems or Work Orders to display the list of available commands for your record type. 2. Click on List Submitted, List Assigned or List Reviewable as appropriate. The Listing page displays a summary of open records on your queue. See Which Records Am I Allowed to Access? on page 5 for more details.
Example: Sample Record List

If necessary, you can sort the columns by clicking on a column header. 3. Click on the Record ID to display the record.

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Amadeus Customer Service Point

User Guide

Example: Sample Record

How to Search for a Record


1. In the navigation bar, click on Incidents/Problems or Work Orders, then click on Extended Search. The Extended Search Page is displayed.
Example: Extended Search Page

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Chapter 5 Finding and Displaying Records

2. Enter the search and filter criteria. For example To retrieve a list of records assigned to a particular assignee group, select the group from the My Groups field. To retrieve a list of closed records, select Closed from the Status field. To filter the results displayed in a list of records, type text into the Title String field and/or select the date range.

You can retrieve records of any status in your assignee groups. See Which Records Am I Allowed to Access? on page 5. 3. Click on Search. The Extended Search Listing window is displayed with the search criteria shown at the top of the page.

You can sort the columns by clicking on a column header. 4. Click on the Record ID to display the record.

How to Display a Record Using the Record Number


1. In the navigation bar, select the record type from the Display by Record Number drop-down list. Choose from: Aproach or CRM/eSupport.

2. Enter the Amadeus record number in the field below, then click on OK. The record is displayed.

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Amadeus Customer Service Point

User Guide

How to Display a Record from a Watchlist


Note: For quick access to specific records, you can add them to your watchlist. See How to Create a Watchlist on page 24 for more information.

1. In the top bar, click on My Watchlist.

The Watchlist window is displayed. 2. Click on the Record ID to display the record.

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Edition 5.0

Chapter 6

Updating and Managing Records

How to Update a Record


1. Display the record. See Finding and Displaying Records on page 19. 2. Depending on the action you want to perform, click on the corresponding button above the record title bar. For example, click on Add Comment to add more information to the record.

3. Enter your update in the displayed page.

4. Click on Submit to complete the update and display the updated record.

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Amadeus Customer Service Point

User Guide

How to Attach a File to a Record


1. Display the record. See Finding and Displaying Records on page 19. 2. Click on Attach.

The rules for attaching files are displayed.


Example: Rules for Attaching Files Page

3. Click on Browse to find the attachment. Note: The attachment must be stored on one of your local drives. 4. Click on Attach File to Record. You can now access the attached file via a link on the record page.

How to Create a Watchlist


For quick access to specific records, you can add them to your watchlist. 1. Display the record. See Finding and Displaying Records on page 19. 2. Click on Add to Watchlist above the record title bar. The watchlist window is displayed with the record added to the list. See also How to Display a Record from a Watchlist on page 22.

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Edition 5.0

Chapter 7

Verifying Recovered Records

How to Restart the Investigation


When the current status of the record is Recovered, you can restart the investigation if you think that the workaround or solution provided by the SMC is unsatisfactory. 1. Display the record. See Finding and Displaying Records on page 19. 2. Click on Incident Persists.

The status of the record changes to Open and the record is assigned back to the incident owner. The owner is then notified that further investigation is required.

How to Confirm Recovery


When the current status of the record is Recovered, you can request additional information about the workaround or solution provided by the SMC. 1. Display the record. See Finding and Displaying Records on page 19. 2. Click on Verified with Feedback.

The status of the record changes to Verified as Recovered. 3. Click on Add Comment to enter your questions or feedback about the recovery action.
2010 Amadeus s.a.s. - All rights reserved

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Chapter 8

Closing Records

How to Close an Incident or Problem


Note: When an incident has been resolved, you will be asked to verify the resolution. In some cases the record will be assigned back to the SMC to be closed on your behalf.

1. Display the record you want to close. See Finding and Displaying Records on page 19. 2. Click on Verify and Close and enter your comment in the displayed page.

3. Click on Submit. The record is redisplayed with the status updated to Closed.

How to Close a Work Order


Note: You can only close a work order if it meets the following criteria: The record was created by your assignee group. The record is currently assigned to your assignee group. The record has the correct status (Solved).

1. Display the record you want to close. See Finding and Displaying Records on page 19. 2. Click on one of the following buttons: Verify as Implemented - If the record status is Implemented. Accept as Invalid - If the record status is Rejected and you accept this status. The Comment page is displayed. 3. Optionally, add any further information.
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4. Click on Submit. The record is redisplayed with the status updated to Closed or Closed as Rejected.

Can I Reopen a Closed Record?


You cannot reopen a closed record. However, you can display it by: Using the Extended Search See How to Search for a Record on page 20 for more information. or Typing the record number directly into the Display by Record Number box. See How to Display a Record Using the Record Number on page 21 for more information.

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Edition 5.0

Index

A
ACSP Definition, 3 Internet browser access, 12 Attaching files, 24

C
Change notifications receiving email, 9 Changing configuration, 12 Closing records, 27 work order, 27 Confirming recovery, 25 Creating records, 13 filling in the template, 15

access, 5 closing, 27 creating new, 13 displaying by number, 21 extended search, 20 listing, 19 reopening, 28 severity levels, 15 status, 4 types, 3 updating, 23, 24, 25 verifying, 25 withdrawing, 17 Reporting problems, 5 Requesting access, 11 Requesting access for new user, 12 Restarting the investigation, 25

E
Extended search, 20

S
Searching for records, 20 Severity levels, 15

F
Finding records, 19

T
Templates filling in, 15 requesting new, 16

I
Incident owner, 4

L
Logging in, 7

U
Updating records, 23, 24, 25

N
Navigating, 6

V
Verifying records, 25

O
Opening page setting up, 10

W
Watchlist creating, 24 displaying records, 22 Withdrawing records, 17 Work area, 6

P
Passwords changing, 8 forgotten, 8

R
Records

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