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murilofmWork Management 2-1
Unit 2—Preparing the MetaSolv
Solution
UNIT 2—PREPARING THE METASOLV SOLUTION 1
Unit Overview......................................................................................13
SLIDE 1 PREPARING THE METASOLV SOLUTION 13
Why Preparing the MetaSolv Solution is Important.............................13
SLIDE 2 WHY IS THIS UNIT IMPORTANT? 13
1. Introduction to the MetaSolv Solution...............................................15
Overview..............................................................................................15
SLIDE 3 INTRODUCTION TO THE METASOLV SOLUTION
15
Lesson 1 Objectives............................................................................15
SLIDE 4 LESSON OBJECTIVES 15
“Forty Thousand Foot” – An Overview of the
MetaSolv Solution Subsystems............................................................16
SLIDE 5 FORTY THOUSAND FOOT 16
OSS Gateway Management.........................................................................18
SLIDE 6 OSS GATEWAY MANAGEMENT 18
Customer Care.............................................................................................19
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SLIDE 7 CUSTOMER CARE 19
Network Design............................................................................................20
SLIDE 8 NETWORK DESIGN 20
Service Provisioning.....................................................................................21
SLIDE 9 SERVICE PROVISIONING 21
Order Management......................................................................................22
SLIDE 10 ORDER MANAGEMENT 22
Trouble Management...................................................................................23
SLIDE 11 TROUBLE MANAGEMENT 23
Work Management.......................................................................................24
SLIDE 12 WORK MANAGEMENT 24
Data Management........................................................................................25
SLIDE 13 DATA MANAGEMENT 25
Security.........................................................................................................26
SLIDE 14 SECURITY 26
At the End of this Course.....................................................................27
Bootcamp Roadmap in MetaSolv Solution Software..........................28
SLIDE 15 ROADMAP 28
First Stop—Prepare the MetaSolv Solution..................................................28
SLIDE 16 ADMINISTRATOR HAT 28
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Second Stop—Network Design....................................................................30
SLIDE 17 ENGINEER HAT – NETWORK DESIGN 30
Third Stop—Circuit Design...........................................................................30
SLIDE 18 ENGINEER HAT – CIRCUIT DESIGN 30
Forth Stop—Service Requests.....................................................................31
SLIDE 19 CUSTOMER CARE REPRESENTATIVE HAT 31
Fifth Stop—Trouble Management................................................................32
SLIDE 20 TROUBLE MANAGEMENT HATS 32
Final Stop—Wear Everyone’s Hat................................................................32
SLIDE 21 GRADUATION 32
Log On to the MetaSolv Solution.........................................................33
Together—Navigate Throughout the Software...................................33
QuickLinks...........................................................................................34
Preferences..................................................................................................34
Default Functionality.....................................................................................34
Customization...............................................................................................36
DEMO—QuickLinks......................................................................................36
Help......................................................................................................37
SLIDE 22 HELP 37
Lesson Review....................................................................................38
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SLIDE 23 REVIEW—INTRODUCTION TO METASOLV
SOLUTION 38
2. Infrastructure.....................................................................................39
Overview..............................................................................................39
SLIDE 24 INFRASTRUCTURE 39
Objectives............................................................................................39
SLIDE 25 LESSON OBJECTIVES 39
Enter Your Information Here................................................................40
The LERG CD......................................................................................41
SLIDE 26 LERG 41
Data Contained In The LERG.............................................................42
States and Cities..........................................................................................43
Operating Companies...................................................................................44
LATA’s (Local Access & Transport Area).....................................................45
Central Office (CO) Exchange Area’s...........................................................46
NPA/NXX Codes..........................................................................................47
Network Locations........................................................................................48
Manual LERG Load.............................................................................50
Order of Entry......................................................................................50
FYI For Final Obstacle Course............................................................51
Lesson Review....................................................................................52
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SLIDE 27 REVIEW—INFRASTRUCTURE 52
3. Security.............................................................................................53
Overview..............................................................................................53
SLIDE 28 SECURITY 53
Objectives............................................................................................53
SLIDE 29 LESSON OBJECTIVES 53
Windows Used.....................................................................................54
MetaSolv Solution Interface.................................................................54
SLIDE 30 POWER BUILDER OBJECTS 54
Windows.......................................................................................................54
Window Controls..........................................................................................55
Popup Menus...............................................................................................55
Checkpoints..................................................................................................55
Permissions.........................................................................................55
Default Permissions......................................................................................55
Administrator Capabilities....................................................................56
SLIDE 31 ADMINISTRATOR RIGHTS 56
Basic Steps in a Security Implementation...........................................57
SLIDE 32 SECURITY IMPLEMENTATION FLOWCHART 57
Reports................................................................................................58
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Users and Groups...............................................................................58
SLIDE 33 USERS AND GROUPS 58
Passwords...........................................................................................59
Password Requirements..............................................................................59
SLIDE 34 PASSWORD REQUIREMENTS 59
Password Expiration Dates..........................................................................60
SLIDE 35 EXPIRATION DATES 60
Password Expiration Warnings.....................................................................61
SLIDE 36 CHANGING PASSWORDS 61
Restricting Access...............................................................................61
SLIDE 37 RESTRICTING ACCESS 61
Permission Types.........................................................................................62
SLIDE 38 PERMISSION TYPES 62
Default Permissions......................................................................................63
User Impact..................................................................................................64
SLIDE 39 PERMISSIONS FLOWCHART 64
SLIDE 40 RULES 64
Permissions Group Box................................................................................65
Radio Button Functions................................................................................65
SLIDE 41 RADIO BUTTON FUNCTIONS 65
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Restrict Window Access......................................................................66
Checkpoints..................................................................................................66
SLIDE 42 CHECKPOINTS 66
Restrict Pop-ups...........................................................................................67
SLIDE 43 POPUP MENUS 67
Lesson Review....................................................................................68
SLIDE 44 REVIEW—SECURITY 68
4. Work Management...........................................................................69
Overview..............................................................................................69
SLIDE 45 WORK MANAGEMENT 69
Objectives............................................................................................70
SLIDE 46 LESSON OBJECTIVES 70
SLIDE 47 LESSON OBJECTIVES (CONT’D) 70
Work Management..............................................................................71
SLIDE 48 WORK MANAGEMENT 71
Work Management Puzzle..................................................................72
SLIDE 49 WORK MANAGEMENT PUZZLE 72
Work Queue Set-Up Process Flow.....................................................74
SLIDE 50 WORK QUEUE SETUP PROCESS FLOW 74
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Employees...........................................................................................74
SLIDE 51 EMPLOYEES 74
SLIDE 52 EMPLOYEES RULES 74
Together—Create a New Employee...................................................76
Work Queues.......................................................................................76
SLIDE 53 WORK QUEUES 76
SLIDE 54 PARENT AND CHILD RELATIONSHIP 76
Together—View Parent Work Queue..................................................77
Together—View Child Work Queue....................................................77
Task Types and Checklist Items.........................................................78
Task Types..........................................................................................78
SLIDE 55 TASKS 78
Smart Tasks.................................................................................................79
SLIDE 56 SMART TASKS 79
Task Properties....................................................................................80
SLIDE 57 TASK PROPERTIES 80
Task Descriptions................................................................................81
RUNEXE Task.....................................................................................87
SLIDE 58 RUNEXE 87
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Checklist Items....................................................................................89
SLIDE 59 CHECKLISTS 89
Together—Create Checklist Items......................................................89
Create Provisioning Plans...................................................................90
SLIDE 60 PROVISIONING PLANS 90
Task Properties....................................................................................90
SLIDE 61 TASKS PROPERTIES IN PLAN 90
Other Options...............................................................................................91
SLIDE 62 TASK TIMES 92
On-Net and Off-Net Plans...................................................................93
Together—Create On-Net Plan...........................................................93
Three Phases of a Provisioning Plan..................................................94
Task Assignment tab...........................................................................94
Task Dependencies Tab......................................................................95
Dating Indicator Field....................................................................................95
Rules for the Dating Indicator Field..............................................................95
Pert Chart............................................................................................96
NPA/NXX Task Assignment................................................................96
Gateway Assignment...........................................................................96
Automatic Plan Selection.....................................................................97
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Rules for Automatic Plan Selection..............................................................97
SLIDE 63 AUTOMATIC PROVISIONING PLAN SELECTION
97
Rules and Behaviors...........................................................................98
SLIDE 64 RULES/BEHAVIOR 98
Benefits of Rules and Behaviors.........................................................98
SLIDE 65 BENEFITS 98
Example of Using Rules and Behaviors..............................................99
Generate and Modify Tasks..............................................................100
SLIDE 66 GENERATE AND MODIFY TASKS 100
Generating Tasks..............................................................................101
Together—Complete the Plan Selection Tab....................................102
Work Queues.....................................................................................103
Task Circuits tab.........................................................................................104
PERT Chart Tab.........................................................................................104
Modifying Tasks.................................................................................104
SLIDE 67 MODIFYING TASKS 104
Change a Task’s Due Date........................................................................105
APP 09/07/99 105
Other Ways to Modify Tasks......................................................................106
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Together—Access the Work Queue Manager..................................106
Work Queue Manager Map...............................................................107
Work Queue Manager Profiles..........................................................108
SLIDE 68 WORK QUEUE MANAGER 108
Tabs at the Bottom of the WQM.................................................................108
Managing Tasks................................................................................109
SLIDE 69 MANAGING TASKS 109
Work Queue Manager Popup Menu..................................................110
Accepting Tasks................................................................................111
Together—Accept a Task..................................................................111
Demo—Transfer a Task....................................................................112
Together—Complete a Task.............................................................112
Rejecting Tasks.................................................................................112
Why Missed Codes............................................................................113
Jeopardy Codes................................................................................114
SLIDE 70 JEOPARDY CODES AND WHY MISSED CODES
114
Entering Escalation Information........................................................116
Together—Enter Escalation Information...........................................116
Viewing and Entering Notes..............................................................117
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Together— View and Enter Notes.....................................................117
Gateway Events................................................................................118
SLIDE 71 GATEWAY EVENTS OVERVIEW 118
Benefits of Gateway Events..............................................................118
Lesson Review..................................................................................119
SLIDE 72 REVIEW—WORK MANAGEMENT 119
SLIDE 73 REVIEW (CONT’D) 119
SLIDE 74 REVIEW (CONT’D) 119
Unit Wrap Up.....................................................................................121
SLIDE 75 WRAP UP 121
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UNIT OVERVIEW
Slide 1 Preparing the MetaSolv Solution
Changing times require new strategies. It’s important to stay flexible.
At MetaSolv, we recognize that today’s converging telecommunications
market is challenged with managing a growing number of complex
business relationships while supporting a widening variety of new
technologies and services. MetaSolv’s Solution is designed to help you
meet these challenges.
This Unit is designed to provide you with a high-level introduction to
the MetaSolv Solution.
WHY PREPARING THE METASOLV SOLUTION IS IMPORTANT
Slide 2 Why is this Unit Important?
This class is your first “taste” of the system. No matter what you will be
doing in MetaSolv Solution, it is important that you have a basic
understanding of all of its components
This unit is important because once a company decides to purchase the
MetaSolv Solution; the first item on the agenda is to load it with specific
information geared uniquely to that company’s performance.
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1. INTRODUCTION TO THE METASOLV SOLUTION
OVERVIEW
Slide 3 Introduction to the MetaSolv Solution
The first thing to consider when learning a new software is its basic
components, that is, the screens, fields, navigation methods, structure,
and so forth. This introduction is designed to teach you the basics.
LESSON 1 OBJECTIVES
Slide 4 Lesson Objectives
Given access to the training data base and facilitator led assistance,
you will be able to:
• Describe the subsystems of the
MetaSolv Solution.
• Log on to the system.
• Describe the various types of
MetaSolv Solution windows and fields.
• Utilize Help.
• Utilize MetaSolv Solution
QuickLinks.
Successfully completing the follow up activities will measure your
success.
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“FORTY THOUSAND FOOT” – AN OVERVIEW OF THE
METASOLV SOLUTION SUBSYSTEMS
Slide 5 Forty Thousand Foot
Figure 1 Forty Thousand Foot
As you have learned so far, the telecom industry is an exciting and ever
changing world. MetaSolv Solution is here today as a result of the wide
range of doors that the industry has opened.
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The MetaSolv Solution consists of a set of subsystems integrated by a
common repository of business data and processes. Each subsystem
supports a critical aspect of the telecom industry:
• OSS Gateway Management
• Customer Care
• Network Design
• Service Provisioning
• Order Management
• Trouble Management
• Work Management
• Data Management
• Security
Each subsystem can be extended with add-on modules to tailor it to
support unique products and services, such as resale or wholesale-based
products that provide local or long distance services. The subsystems
can also support network technologies, such as wireless radio or
SONET.
This class will be a journey through these subsystems. You will wear
many hats throughout the next few days. You will be an engineer, a
customer service representative, a problem solver, an administrator,
and perhaps, all of these rolled into one!
Before you log on, to MetaSolv Solution lets discuss the subsystems
and each role that you will play.
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OSS GATEWAY MANAGEMENT
Slide 6 OSS Gateway Management
The MetaSolv Solution is developed on an open architecture that
recognizes the need to electronically exchange information with a
wide array of systems, such as the managed network, other enterprise
systems, and external trading or service partners and their operations
support systems.
Figure 2 OSS Gateway Management
This Application Programming Interface (API) architecture enables
companies to achieve their goals of flow-through provisioning and
interconnection, which helps them take advantage of powerful new
opportunities. The integration that the APIs provide forms a solid
foundation for revenue assurance activities.
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CUSTOMER CARE
Slide 7 Customer Care
One of the key architectural features of MetaSolv’s approach is a high
degree of integration of customer information.
Figure 3 Customer Care
This Integrated Telecom Information Architecture maintains key
relationships between customers and the full scope of their involvement
with the business.
This architecture supports the ability to view the customer from the
many angles that are important to managing and growing the customer
relationship.
In your training, you will access this subsystem to enter basic customer
information, work a trouble ticket, and enter a variety of service
requests.
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NETWORK DESIGN
Slide 8 Network Design
MetaSolv Solution Network Design subsystem is powerful enough to
handle large telecom networks and flexible enough to manage a mix of
both old and new telecommunications technologies.
Figure 4 Network Design
This subsystem brings together the geographical, physical, electrical,
and logical dimensions of the network into a single, cohesive view that
is supported by a set of integrated equipment administration and network
design modules.
When you access the Network Design subsystem, you will use it to
view, install, delete, and move different types of equipment. You will
also create some SONET networks and network routes as well.
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SERVICE PROVISIONING
Slide 9 Service Provisioning
The integration of the Service Provisioning subsystem with the Order
Management and Network Design subsystems provides an accurate view
of what the customer ordered and what your network can support when
deciding how to design or provision the service.
Figure 5 Service Provisioning
Because the Network Design subsystem supports network components
from a variety of sources, the Service Provisioning subsystem enables
you to build the end-to-end circuit design.
You will access this subsystem after you have processed the orders for
service. Service Provisioning is the subsystem that is designed to give
you a checklist of steps to complete when you design and activate the
networks and circuits.
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ORDER MANAGEMENT
Slide 10 Order Management
The MetaSolv Solution's Order Management subsystem enables you to
manage the end-to-end service delivery process that can often involve
more than one type of order or transaction across your organization, as
well as with other service providers or network providers.
Figure 6 Order Management
At the core of the MetaSolv Solution Order Management subsystem is
flexible service request architecture. This architecture captures the
components of today’s complex customer requirements and enables you
to create and manage multiple types of orders.
Not only will you enter many different types of orders in the Order
Management section of this training, but you will also learn about
cataloging equipment specifications and designing some ordered
circuits.
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TROUBLE MANAGEMENT
Slide 11 Trouble Management
MetaSolv Solution Trouble Management subsystem is integrated with
Order Management, Service Provisioning, and Network Design, which
results in one, comprehensive, consistent view of who the customers are,
what services you provide them, and how you provide those services.
When you get into this facet of the training, you will learn how to open,
respond to, refer, and close trouble tickets.
Figure 7 Trouble Management
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WORK MANAGEMENT
Slide 12 Work Management
The MetaSolv Solution Work Management subsystem brings all of the
pieces together, enabling work to flow electronically across the
organization, providing visibility to your processes and resource
utilization.
Figure 8 Work Management
The Work Management subsystem provides the capability to maintain
provisioning plans, which are groups of “tasks”, needed to manage the
flow of work and information.
You can cause provisioning plans for common order types and
customize them to add unique tasks to fulfill a specific request.
You will create and select the provisioning plans for the various
orders that you enter in MetaSolv Solution.
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DATA MANAGEMENT
Slide 13 Data Management
The Data Management component of the MetaSolv Solution maintains
reference data about your business, its structure, and other information
required to ensure quality and integrity throughout the business process.
Figure 9 Data Management
This central repository of essential reference, or infrastructure data,
ensures quality and integrity throughout the business processes that
MetaSolv Solution supports.
Later, you will actually go into Infrastructure and create a city, a LATA
for that city, an organizational structure, and many more components
required to activate a network.
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SECURITY
Slide 14 Security
At the outset, all users have permission to access the entire product,
except for the security windows that are protected.
Figure 10 Security
Security administration involves adding groups and users and restricting
those groups and users from using various parts of the MetaSolv
Solution product line.
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AT THE END OF THIS COURSE
In a few moments, you will be on a journey through the MetaSolv
Solution subsystems. This journey will lead you to your final goal,
which will be a Final Bootcamp Obstacle Course, with you as the sole
owner of a phone company.
In this final obstacle course you will complete a variety of exercises,
from setting up ACTLs to provisioning some orders, from designing
networks, to even taking care of some trouble along the way.
So, you have some work ahead of you. For starters, as a company
executive, you have chosen to purchase MetaSolv Solution from
MetaSolv Software, Inc.
On top of that, you need to learn how to use the MetaSolv Solution to
successfully complete the exercises.
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BOOTCAMP ROADMAP IN METASOLV SOLUTION SOFTWARE
Slide 15 Roadmap
Bootcamp is designed to give you a high-level training about the
effects of MetaSolv Solution on the telecom world.
This class has been arranged to give you a working knowledge of
telecom (as you learned in Unit 1) and how the MetaSolv Solution
relates to the industry.
Suppose you are at home and you have decided to form a phone
company.
Congratulations! You have made the decision to become a phone
company! What is it going to take to be competitive and successful?
Well, for starters, you need to purchase MetaSolv Solution.
FIRST STOP—PREPARE THE METASOLV SOLUTION
Slide 16 Administrator Hat
Now that you have the software, what are you going to do with it?
INTRODUCTION TO THE METASOLV SOLUTION
Everyone in your company needs to know the basics. You will learn the
basics of the software that is, the navigational techniques, various
windows and fields, and how to use online help.
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INFRASTRUCTURE SUBSYSTEM
Then put on your administrator hat because you need to load your
company information, create some office locations, create some city
statistics, and LATA information. As an administrator you will be
entering all of this data in the Infrastructure subsystem.
SECURITY
Also, as an administrator, since you have so many departments doing
different things, you definitely want to ensure that they work only in
their perspective areas of the software. If the wrong person ends up
manipulating the system in areas in which they don’t belong, then this
can really cost you some revenue because of the time it takes to recover
the lost or changed data. You need some security control!
WORK MANAGEMENT
After you set up your company basics and secured the software the
way you like, you are just about finished plugging in your basic
information. But, one more thing needs to be done while you still
have your administrator hat on. To get the show on the road you must
to enter some employee lists, task assignments, and generally assign
the responsibilities to the different departments! Work Management is
the subsystem to help you do this.
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SECOND STOP—NETWORK DESIGN
Slide 17 Engineer Hat – Network Design
Once you have set up your infrastructure, your security and your work
management specifics in MetaSolv Solution, it is time to establish your
network.
At this point, you can finally take some orders and design some circuits
to ride your networks.
THIRD STOP—CIRCUIT DESIGN
Slide 18 Engineer Hat – Circuit Design
Orders are coming in! Fortunately your network is designed and your
provisioning plans are ready. As a circuit engineer, you have received
a task to design an ordered circuit.
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FORTH STOP—SERVICE REQUESTS
Slide 19 Customer Care Representative Hat
Your company must be able to take some orders, right? How else do you
plan to stay afloat?
With that in mind, go ahead and remove the network engineer’s hat and
put on the hat labeled “Customer Service Representative.”
You will be able to use MetaSolv Solution to enter a variety of service
requests.
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FIFTH STOP—TROUBLE MANAGEMENT
Slide 20 Trouble Management Hats
Uh oh! Something has gone wrong!
After the network is up and running and the circuits are all defined and
activated, anything can happen. Everything can be running smoothly and
a lightning bolt hits a department store, and suddenly, you have some
problems.
Someone calls your office to register the problem. You, as a customer
care representative, need to enter a trouble ticket.
As an engineer, you can close a trouble ticket either by locating and
fixing the problem or by forwarding it to someone else, if necessary.
Trouble Management accommodates both hats!
FINAL STOP—WEAR EVERYONE’S HAT
Slide 21 Graduation
Since you have changed jobs and hats so often, you decide that you can
do them all together!
In the final Bootcamp obstacle course, you will actually juggle the hats
of everyone!
So, you have some work ahead of you. First, you must learn the basics
of the system….
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LOG ON TO THE METASOLV SOLUTION
Now that you have some idea of the different facets of MetaSolv
Solution, it is time to log on. At this time, follow the steps that your
instructor gives you to open up MetaSolv Solution database.
TOGETHER—NAVIGATE THROUGHOUT THE SOFTWARE
At this time, you will learn the different navigational avenues that the
system offers. While you are learning these techniques and elements,
you will have an opportunity to view some of the subsystems that we
just discussed.
Here is what you will learn:
• Primary toolbar
• Secondary toolbar
• Procedures toolbar
• Query windows, including
Query Window Dynamics
• List windows
• Drop-down menus
• Fields (Required and Not
Required)
• Preferences
• User
• System
• Global
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QUICKLINKS
MetaSolv Solution QuickLinks is a navigation system that incorporates
an HTML page within the MetaSolv Solution application. It is not a true
Web-based functionality, but merely a navigational tool on top of the
application.
QuickLinks is included as part of the standard MetaSolv Solution
application. MetaSolv or another professional service organization
performs any desired customization of the HTML page. QuickLinks is
optional functionality controlled by MetaSolv Solution preferences.
PREFERENCES
The global and user preferences reference the file location of the HTML
page.
• The global preference provides
that all MetaSolv Solution users access the same HTML page.
• The user preference provides a
customized HTML page for every specific user.
DEFAULT FUNCTIONALITY
The QuickLinks page makes a variety of functions available:
• Enter a New
• Query For
• Service Requests
• Links
ENTER A NEW
QuickLinks supports creating new service requests, displaying recently
edited service requests and tasks, plus links from other applications or
websites.
You can create a new PSR, ASR, ISR, LSR, or Trouble Ticket from a
button on the HTML page.
Without QuickLinks, you would select the Customer Care button, the
Service Requests button, and the New button. Both of these navigations
take you to the same screen.
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QUERY FOR
Several of the common MetaSolv Solution query screens are also
accessible from QuickLinks. You will be able to open the query for the
following:
• Service Requests
• SONET/SDH rings
• Circuits
• DLC configurations
• Trunk Groups
SERVICE REQUESTS
A list of service requests and tasks are displayed on the MetaSolv
Solution QuickLinks page. The service request list provides a list of the
last 10 orders (PSR, ASR, LSR, or ISR) that you modified.
You can open any of these service requests directly from the QuickLinks
page.
The tasks list provides a list of tasks assigned to you, and you can open
the work queue directly.
LINKS
You can use the Additional Links section to link to Web sites or to open
documents that a user or organization requires. For example, you might
want to link to Ordering and Billing Forum (OBF) Web sites or link to
United States Telephone Association (USTA) or Alternative Local
Telephone Service (ALTS) Web sites. You might also want quick access
to some documentation or to a spreadsheet.
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CUSTOMIZATION
Since QuickLinks is an HTML page within the MetaSolv Solution
application, you can customize the screen to meet an individual user’s
specific needs.
The default functionality described above is provided as a base. You can
define a default QuickLinks page for all users or for a specific user.
Some common customizations include defining a customer care
representative screen and a provisioning order representative screen. The
customer care representative may work with PSRs and Trouble Tickets,
but not ASRs, LSRs, or ISRs. Neither representative’s screen would
show the SONET/SDH, circuits, and so forth.
DEMO—QUICKLINKS
Watch as your instructor navigates through the QuickLinks basics.
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HELP
Slide 22 Help
As with any other software that you might have used, online Help is
always available for your assistance in MetaSolv Solution.
For each of the subsystems that you learn in class, you will receive a
How Guide relating to that subsystem. These are available for
MetaSolv’s clients and partners and are extremely helpful job aids.
Your instructor will provide you with your How Guide for online Help.
The two facets of Help available are standard Help and Micro Help.
At this time, your instructor will walk you through the different avenues
for attaining help in MetaSolv Solution.
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LESSON REVIEW
Slide 23 Review—Introduction to MetaSolv Solution
In this lesson you learned the following:
• How to log on to MetaSolv
Solution
• Various types of windows and
fields available
• How to utilize online Help
• How to utilize QuickLinks
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2. INFRASTRUCTURE
OVERVIEW
Slide 24 Infrastructure
Infrastructure covers all components of MetaSolv Solution. It houses all
of a company’s basic information. The first thing a company does when
it purchases MetaSolv Solution is set up shop. They will plug in all data,
such as Network Location, addresses, and any other “backbone”
information. Their Infrastructure input is the glue that holds the
company’s information together.
OBJECTIVES
Slide 25 Lesson Objectives
Given an instructor lecture, you will be able to explain the basics for
setting up your company Infrastructure, as well as explain the concepts
of the Infrastructure preferences.
Follow-up exercises will confirm your success.
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ENTER YOUR INFORMATION HERE
Congratulations! You have decided to purchase MetaSolv Solution from
MetaSolv Software, Inc.! So what are you going to do next?
At this time you, as an administrator, need to enter all of your
information into the MetaSolv Solution so that you will be able to take
some orders and provide some service to clients.
So, where are you going to enter this information? Infrastructure.
Because of dependencies, you must enter the information into
infrastructure in a certain order. That information comes from three main
sources:
• Preloaded data from Metasolv
and Telcordia
• The Local Exchange and Routing
Guide, or LERG
• Manually entered data
•
Figure 11 Origin of Infrastructure Data
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THE LERG CD
Slide 26 LERG
The Location Routing Gateway allows data to be imported from
Telcordia’s Local Exchange Routing Guide (LERG) into the MetaSolv
Solution Infrastructure subsystem.
Because the LERG contains such a large volume of data and is very time
consuming to load, some MetaSolv Solution customers elect not to load
the entire LERG CD.
Regardless of how much of the LERG a company decides to use, it is
considered best business practice to utilize the LERG to acquire the
necessary data for the MetaSolv Solution’s Infrastructure.
When a company does load the LERG CD, the data that the LERG
loads is pretty much “all or nothing.” They can, however, specify or
narrow the amount of data that is loaded by selecting specific states to
be loaded.
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DATA CONTAINED IN THE LERG
The data contained in the LERG is shown in the table below. Notice
that the LERG loads the cities and states first, which allows a company
to narrow the amount of imported data. The table also denotes whether
the data is required or optional in MetaSolv Solution.
TABLE NAME REQUIRED IN GROUP WITHIN THE
METASOLV COMPANY THAT NEEDS
SOLUTION? TO BE INVOLVED IN
DECISIONS AND INPUT
1.) States and Cities Required Ordering
2.) Operating Companies Required Ordering
3.) LATAs Required Ordering
4.) CO Exchange Areas Required Network
5.) NPA/NXX Codes Required Network
6.) Network Locations Required Network
7.) Tandems Optional Network
8.) ACTLs Required Network
9.) Serving Offices Optional Network
10.) End Offices Optional Network
11.) Switch Details Optional Network
Note
Order of Entry is Important
Remember that the data is entered in a specific order,
which builds on itself and allows associations to be
made.
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STATES AND CITIES
States must exist before you can create cities associated with the states.
Cities are used throughout MetaSolv Solution to specify locations within
entities, such as primary locations and secondary locations.
Defining City information involves specifying the following:
• Valid name for each city
• State in which the city is located
• Valid Telcordia place code
Figure 12 States and Cities
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OPERATING COMPANIES
Operating companies are providers of local telecommunication services
(for example, ILEC’s CLEC’s, and wireless entities). Each operating
company is identified by an operating company number (OCN), which is
an industry-wide standard.
Figure 13 Operating Company
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LATA’S (LOCAL ACCESS & TRANSPORT AREA)
As mentioned earlier, a Local Access and Transport Area (LATA)
denotes a geographic area established for the provision and
administration of communications service. A LATA encompasses
one or more designated exchanges, which are grouped to serve
common social, economic, and other purposes.
Figure 14 LATAs
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CENTRAL OFFICE (CO) EXCHANGE AREA’S
A central office (CO) exchange area is an industry-wide name for a
geographic area within which you provide telephone or Internet services
for customers and end users. CO exchange area information is required
in MetaSolv Solution, regardless of whether your company provides
exchange or access information. (CO Exchange areas are prerequisite to
several Infrastructure entities.)
CO exchange areas allow you to group network locations for purposes
such as rate setting and calling plans. The CO exchange area usually has
the same name as the locality it serves. It is served by one serving wire
center (SWC), and can contain multiple NPA/NXXs.
Figure 15 CO Exchange
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NPA/NXX CODES
NPA/NXX codes are set up by the North American Numbering Plan
(NANP) and are codes that utilize ten digits to identify telephone
numbers. The first six digits of the ten-digit number are referred to as
the NPA NXX, which is a combination of the three-digit numbering
plan area (NPA) code, (the area code), and the three-digit NXX code,
(the CO prefix).
Figure 16 NPA/NXX’s
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NETWORK LOCATIONS
A network location represents the physical points or locations of a
building, a point or an inventoried item that your company owns or
uses. All network locations are identified by an eight-or-eleven byte
Network Location code. For example, the switch where a circuit
terminates, or the building that houses a relay rack that you own are
both network locations.
Figure 17 Network locations
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NETWORK LOCATION EXAMPLES
Below are some examples of network locations:
LOCATION DESCRIPTION
Tandem Tandems are switching systems in the network that establish
trunk-to-trunk connections, thereby reducing the number of trunk
routes in a concentrated arrangement for subtending ends offices.
ACTL Access Customer Terminal Location (ACTL) is the interLATA
facility terminal location of the access customer providing service.
The ACTL provides pertinent location information about the
service being ordered (the “A” location).
Serving Office The serving office is a local switching system that connects lines
and trunks. It is a facility where subscribers’ lines are joined to
switching equipment for connecting other subscribers to each
other, for both local and long distance services. “Serving office”
can also refer to a network location, such as an end office or
mobile telephone serving office that provides telephone exchange
switching services. Serving offices play a significant role with
respect to billing for access services.
End Office The term “end office” denotes a local telephone company
switching system where telephone exchange service customer
station loops are terminated for the purposes of interconnection to
each other and to trucks. An end office is the central office switch
to which a telephone subscriber is connected. The end office
delivers dial tone to the subscriber’s terminal equipment for local
POTS (Plain Old Telephone Service).
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MANUAL LERG LOAD
It is important to understand how to manually enter data from the LERG
CD into MetaSolv Solution. Often, to fit its specific needs, a company
needs to augment or add to the data that was imported from LERG.
ORDER OF ENTRY
As mentioned before, entering the data into infrastructure is pretty
straightforward. It’s important to enter the information in the correct
order so that all data that is dependent on other data is entered in the
proper sequence, which allows associations to be made.
The order of data entry is the same for manual data loading as it is for
loading the LERG CD.
Here is a reminder of the order in which this data will be entered, as
well as who is responsible for the data entry.
TABLE NAME REQUIRED IN GROUP WITHIN THE
THE METASOLV COMPANY THAT NEEDS TO BE
SOLUTION? INVOLVED IN DECISIONS AND
INPUT
1.) Cities Required Ordering
2.) Operating Companies Required Ordering
3.) LATAs Required Ordering
4.) CO Exchange Areas Required Network
5.) NPA/NXX Codes Required Network
6.) Network Locations Required Network
7.) Tandems Optional Network
8.) ACTLs Required Network
9.) Serving Offices Optional Network
10.) End Offices Optional Network
11.) Switch Details Optional Network
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FYI FOR FINAL OBSTACLE COURSE
Ordinarily, in the “real world” you would actually enter your
Infrastructure information to start your business (but not in this lesson).
The final Bootcamp obstacle course will give you the opportunity to
enter the data for your company. You will use the data entered for your
projects, so you will get that information later.
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LESSON REVIEW
Slide 27 Review—Infrastructure
In this lesson, you learned how to enter the basic specifications for
setting up your company in Infrastructure.
You also learned the concepts of the Infrastructure preferences.
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3. SECURITY
OVERVIEW
Slide 28 Security
Security is of utmost importance to any organization that stores delicate
information. If the wrong person came in and opened up some part of
the system and manipulated components within it, recovery time could
be costly.
With that in mind, MetaSolv Solution has developed a security system,
for the MetaSolv Solution software that allows administrators to secure
any screen button, or field. Administrators can set the View Only
features (Total Access or All Rights), depending on the type of security
that is required.
OBJECTIVES
Slide 29 Lesson Objectives
Given a demonstration of security procedures and reference to those
procedures in the How Guide, you will be able to:
• Describe administrator
capabilities.
• Describe various password
functions.
• Describe available security
permissions and restrictions.
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WINDOWS USED
A security administrator uses the following windows specifically for
security:
• Assign Permission
• Users and Groups
• Security Reports
Secondary windows, such as Add User, are available after you select
a main security window.
METASOLV SOLUTION INTERFACE
Slide 30 Power Builder Objects
Figure 18 Power Builder objects
MetaSolv Solution interface is comprised of objects, such as windows,
controls (radio buttons or fields), and menus (including pop-up menus).
WINDOWS
Windows are the principle points of interaction between you and
MetaSolv Solution subsystems. They display information, request
information from you, and respond to your mouse clicks or keyboard
actions.
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WINDOW CONTROLS
If you need to protect window controls, such as certain fields or radio
buttons on a window, MetaSolv Solution allows you to customize the
permissions you set for these objects. Some window controls are pre-
loaded, and you can easily scan others into the software to fit the needs
of your business.
POPUP MENUS
MetaSolv Solution provides the ability to assign permissions to the
pop-up menus and their controls. The Assign Permissions window
lists all securable pop-up menus.
CHECKPOINTS
Checkpoints protect the security administration windows and
selected functions in the system. The security administrator can
establish a special password so that when a user tries to access a
particular window or function, a checkpoint window appears.
The user must enter the password to gain access to the protected
window or function.
PERMISSIONS
Security administration involves adding groups and users and restricting
those groups and users from using various parts of the product line.
If you want to allow users to use some portions of the product line but
not others, you can give them permissions that change their access from
the default access.
DEFAULT PERMISSIONS
When MetaSolv Solution is installed, all users are members of the
Default user group. Everyone in this group can access every part of
MetaSolv Solution, except those parts protected by checkpoints,
which require direct permission or a password. Default group
permissions are set when MetaSolv Solution is installed.
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ADMINISTRATOR CAPABILITIES
Slide 31 Administrator Rights
A security administrator has the following capabilities:
• Departmentalize MetaSolv
Solution subsystems.
• Hide objects.
• Make objects “read only.”
• Require passwords to access
specific objects or functions.
• Assign and display user
permissions and group permissions.
• Access security reports.
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BASIC STEPS IN A SECURITY IMPLEMENTATION
Slide 32 Security Implementation Flowchart
Figure 19 Security Implementation Flowchart
The basic steps to follow in a first-time security implementation include:
1 Establish the Sec_Admin group.
2 Set up groups and users.
3 Set Global preferences.
4 Assign permissions.
You will learn more about these steps later.
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REPORTS
Security Reports allow you to view or print reports that detail what
permissions are assigned to a user or group. One of the most important
aspects of the report feature is the new ability to identify any users that
are not assigned to the Default group. Running this report periodically
helps you locate any users that “slip through the cracks.”
USERS AND GROUPS
Slide 33 Users and Groups
At installation, only the security administrator
has access to the Users and Groups window. The
security administrator can assign access to
groups or users.
Setting up groups in the database allows you to
easily grant the same rights and permissions to
users with similar responsibilities. If you have
to make a change that affects every user in the
group, then a single change to the group
applies simultaneously to every user in the
group.
For example, if you have 500 users in your
Engineering group, you can imagine how much
easier it is to make a single Engineering group
change than to have to make 500 individual
changes!
To save time when entering groups and users in
the Users and Groups window, use the
Continuous Add checkbox to add a number of
groups or users.
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PASSWORDS
Users are required to have passwords to log on to the MetaSolv Solution
and to access windows protected by checkpoints. When new users are
added, the password automatically defaults to the user ID. The system
administrator can assign a permanent password or change the Security
Preference so that users can change their own passwords when they log
on for the first time.
PASSWORD REQUIREMENTS
Slide 34 Password Requirements
Passwords are a necessary part of securing the
database. Users are required to have passwords to:
• Log on to the MetaSolv Solution.
• Access windows or functions protected by
checkpoints.
Logon passwords like the user ID must be:
• Four - eight characters long
• Start with a letter
• Include only letters and numbers.
Note Are passwords case sensitive?
No! Currently, Oracle does not support case sensitivity.
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PASSWORD EXPIRATION DATES
Slide 35 Expiration Dates
SERVER DATES
The log on and expiration dates validate against the server date instead
of the date on your personal computer. Using the server date allows for
more consistency and accuracy because fewer people have access to
the server.
PASSWORD EXPIRATION
The password will expire on the date displayed in the Edit User window.
The system default is ninety days from the setup date.
Note No preference currently exists to change the default.
NO EXPIRATION DATE
If you leave the Password Expires On field blank. You can make this
field blank the password will never expire by highlighting the date and
pressing the <Delete> key.
Warning
Password Expires On Field
For security reasons, we do not recommend that you
leave the Password Expires On field blank.
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PASSWORD EXPIRATION WARNINGS
Slide 36 Changing Passwords
The MetaSolv Solution warns users that their
password is about to expire six days prior to
expiration. When the user receives the warning, they
may change their password in the User Information
folder in Preferences before it expires.
If a user does not change their password or access
the MetaSolv Solution during the time that the
warning appears, then the password expires. Users
are then forced to change their password the next
time they login to the MetaSolv Solution.
RESTRICTING ACCESS
Slide 37 Restricting Access
If you want to allow users to use some portions of the product line, but
not others, give them permissions that change their access from the
default access. The best way to handle this task is to divide users into
groups based on job functionality.
Let’s say you want a manager to have the ability to make changes
through a certain window, but you do not want to give that permission
to a temporary office worker. You create a group named "Clerical" and
put temporary office workers into that group. But first, you need to
restrict access for that group.
Security Administration provides an easy way to view the permissions
associated with an individual user.
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PERMISSION TYPES
Slide 38 Permission Types
The following permissions are available for objects in the product line.
The object type determines the permission that you assign to the
object. You can assign a checkpoint to some windows and functions,
which requires a user to enter a password for access to those windows
and functions.
PERMISSION DEFINES
Disabled What you can see but you cannot use because the
object is grayed out.
Full Access That the selected group or user is specifically
permitted to use the selected object.
Invisible When you cannot see an object on a window.
No Access When you cannot see or use a window or
checkpoint.
Not Set When you can use a window or menu by default.
(The default for checkpoints is No Access.)
Password When you must enter a password to access the
checkpoint.
Read Only When you can see and access the object but
cannot make changes to the selected object.
Note
Read-Only Windows
If a user enters data on a read-only window, no notice
appears to notify the user that the data has not been
accepted. Therefore, use the Read Only permission
sparingly.
These permissions are available for every object in the product line. For
windows or functions that require checkpoint access, you must assign a
password so that authorized users can gain full access.
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DEFAULT PERMISSIONS
With default access, you can access everything but Security. The
following table shows the default permissions:
TOPIC DESCRIPTION
Initial Permissions Not Set is the access default value for every
object in MetaSolv Solution. However, users do
not have default access to functions that have
checkpoints, such as Work Management changes
or security administration.
Groups Once associated with a group, the user inherits
the group’s permissions. In cases of conflict
between a user’s permissions and a group’s
permissions, the least restrictive permissions
apply unless the user is directly granted
permission such as Enabled or
No Access. Directly granted user permissions
override other permissions, which allows the
security administrator to override a permission
obtained through group membership.
Checkpoints The default permission for a checkpoint is No
Access, which means that you must assign the
user permission to pass a checkpoint and access
the protected object or function.
Not Set versus An object that does not have an assigned
Enabled permission is Not Set. Therefore, you get the
default permission for the object or checkpoint,
which can include a restriction.
The Enabled permission gives the user explicit
permission to access an object. When a user has
Enabled permission, more restrictive group
permission cannot override it.
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USER IMPACT
The access that a user has to the software depends on two variables:
• Are specific user permissions
assigned?
• Does the user belong to one or
more groups?
Slide 39 Permissions Flowchart
Figure 20 Permissions Flowchart
Slide 40 Rules
Rules governing permissions include:
• Users are given the LEAST
RESTRICTIVE access available.
• Specific user permissions
override group permissions.
Not Set allows access to windows as a default, but it is ignored as a
determining factor when you set group permissions.
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PERMISSIONS GROUP BOX
A user or group can have different levels of permissions, depending on
group memberships and individual permissions. Use the radio buttons
on the Assign Permissions window to specify permission types.
If you select an individual user or group from the User/Group drop-
down, you can use these radio buttons to display the information. We
will look at user permissions after we have set them up.
RADIO BUTTON FUNCTIONS
Slide 41 Radio Button Functions
Radio buttons have the following functions:
RADIO BUTTON FUNCTION
Effective Displays the permissions in effect for a selected
object. The object name is displayed in the left
pane, and you can determine the object name of
any window by using the <Ctrl+W> hot-key
combination. MetaSolv Solution grants the
individual user either the least restrictive
permission level or the permission directly
assigned to the user, whether those permissions
belong to a group that the user is a member of or
to the individual.
User Displays the permissions directly assigned to the
user.
All Displays all user permissions and all group
memberships. MetaSolv Solution sorts the
permissions in order of highest priority, from
those directly assigned to the user to the least
restrictive permissions obtained from the group.
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RESTRICT WINDOW ACCESS
You can secure a window in several ways, from making the window
invisible to making it Read-Only. You can even secure controls on the
window so that a user can perform some functions but not others.
To assign permissions to window controls, you need to assign
permissions to objects on windows (fields, radio buttons, and so on).
On the Assign Permissions window, all windows are listed, but not all of
the controls for the windows are listed. You must scan in controls that
are not listed. When you scan in window controls, these controls are
added to the database.
CHECKPOINTS
Slide 42 Checkpoints
For a new installation, the Security Administration group has
"Access" permissions for all security checkpoints. After
installation, the security administrator decides which functions
should require password protection.
Currently, the MetaSolv Solution has six areas that use checkpoints:
• Equipment Install Module
• Order Management
• Security
• System Settings
• Trouble Management
• Work Management
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RESTRICT POP-UPS
Slide 43 Popup Menus
Figure 21 Popup Menus
Pop-up menus are used throughout the product family. You can access
additional functionality by right-clicking any item and selecting an item
from the pop-up menu. When you cannot find what you are looking for,
right-click and see what functionality is available from the pop-up menu,
which will have different menu items, depending on the item that you
selected.
Pop-up menus include add, delete, move, and assign functions.
Through the Assign Permissions window, you can determine the
pop-up menu functions for specific groups or users.
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LESSON REVIEW
Slide 44 Review—Security
In this lesson, you were able to do the following:
• Describe administrator
capabilities.
• Describe the various passwords
functions.
• Describe the permissions and
restrictions available.
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4. WORK MANAGEMENT
OVERVIEW
Slide 45 Work Management
You can use the Work Management subsystem to complete service
requests that you receive from your customers. The business process
usually consists of the following steps:
• Receive and enter an order.
• Generate tasks.
• Manage the tasks.
• Complete the order.
You should still have your Administrator hat on because you are
about to set up shop to prepare for this business process.
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OBJECTIVES
Slide 46 Lesson Objectives
Given facilitator assistance, access to the Work Management
subsystem, and a Work Management How Guide, you will be able to:
• Identify key elements of The
Work Management subsystem.
• Describe the function of adding
new employees.
• Describe the function of adding
parent and child work queues.
• Describe how the organizational
calendar is associated with work queues.
• Describe the function of the
different task types and check list items.
• Set up the Auto Plan Selection
feature.
Slide 47 Lesson Objectives (cont’d)
• Select a provisioning plan.
• Select a work queue for each
task.
• Modify tasks, due dates, and
work queues.
• Identify the key fields and values
on the Work Queue Manager.
• Accept, transfer, and complete
tasks and all checklist items.
• Enter notes, why missed codes
and jeopardy codes in tasks.
Throughout this lesson, practices will support what you have learned.
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WORK MANAGEMENT
Slide 48 Work Management
Figure 22 Work Management
The work management function ensures that work is not assigned
on holidays and not assigned to personnel on vacation. Work
Management holds the work plans and the departments that
customer representatives can select to fulfill an order.
With Work Management’s Work Queue Manager, engineers, field
services, and other personnel can complete tasks for orders to track
their workloads and actually perform work.
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WORK MANAGEMENT PUZZLE
Slide 49 Work Management Puzzle
Figure 23 Work Management Puzzle
Let’s look at the pieces of the puzzle that make up the Work
Management process flow: EmployeesNot all employees own a work
queue. Only those employees that complete tasks for orders own work
queues.
• Work QueueWork Queues
contain the tasks that are generated during the order entry process.
The work group queue usually receives the tasks first and then
distributes them to the individual work queues that are associated
with it. As an example, a task is sent to the Engineering work group
and then assigned to an engineer.
• TasksTasks are the steps you
take to process an order. They are the building blocks that you use to
create provisioning plans. They are, in fact, “to-do” items.
• Checklist ItemsChecklist
items are associated with individual tasks. An example of a checklist
item might be to do a credit check on a customer when a service
request is submitted.
• Provisioning
PlansProvisioning plans allow you to define in the MetaSolv
Solution how you complete service requests in your
organization. They are a collection of “to-do” items or tasks.
After you set up all of these puzzle pieces, you are ready to receive
service requests. A provisioning plan is generated for a request, but the
tasks on the plan can have multiple circuits. The tasks for that request
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are then assigned to work queues. These are the main pieces of the Work
Management subsystem.
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WORK QUEUE SET-UP PROCESS FLOW
Slide 50 Work Queue Setup Process Flow
To set up employee work queues so that they can receive tasks, use
the following process:
1 Add the employee to the Security database, if not already entered.
2 Add the employee to the Work Management database.
3 Create parent and child work queues.
EMPLOYEES
Slide 51 Employees
Employees are the first piece of the Work Management puzzle.
Not all employees own a work queue. Only those employees that
complete tasks own work queues. To own a work queue, you
must be entered as an employee in the Work Management
subsystem. Only employees who will be performing tasks to fill a
service request need a work queue.
Slide 52 Employees Rules
Before employees can log on to the MetaSolv Solution and use the
Work Management functions, the following rules apply:
• An organization must be set up in
Infrastructure.
• The employee must be
entered in MetaSolv’s Security database with a valid logon
ID.
• The employee must be
entered in the Work Management subsystem.
Remember that you can set up employees with a MetaSolv
Solution log on ID and not set them up as employees in the Work
Management subsystem. If you do so, however, they will not be
able to access any tasks in the MetaSolv Solution.
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When you add an employee to Work Management, the new ID
should be the same as the MetaSolv Solution log on ID. When an
employee logs on to the MetaSolv Solution, the log on ID
determines which work queues the employee can access. You can
enter employees who do not have MetaSolv Solution log on IDs
in Work Management, but they won’t be able to log on to the
MetaSolv Solution without a MetaSolv Solution log on ID.
When you create an Employee ID, the system validates that the
MetaSolv Solution log on ID has direct access to the Employee ID’s
work queues.
Note Passwords
Security passwords must begin with a letter and
be between four and eight characters long.
Some companies create a generic logon for all of
their contractors. If the security administrator
locks down all systems for this logon, except the
Work Queue Manager, then contractors can view
only their work queues.
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TOGETHER—CREATE A NEW EMPLOYEE
Your supervisor at NewTel has asked you to add a new employee
to the Work Management database. His name is Ronnie Wood
(RWOODXX), and he has already been set up in Security.
WORK QUEUES
Slide 53 Work Queues
In work queues you store and organize tasks generated during the
order entry process so that individuals or groups of individuals can
access and work on their assigned tasks.
The parent, or work group, work queue receives the tasks first
and then distributes them to the child work queues that are
associated with the parent. Therefore, a task would go to the
Engineering work queue (the parent queue) and then will be sent
to an individual engineer (to the child queue of the engineering
parent queue).
Slide 54 Parent and Child Relationship
(child)
(child)
TONI
(owner)
JOHN (child)
(owner)
(child)
JOHN
(owner)
TOM
(child) (owner) (child)
(child)
SUSIE SUSIE
(owner) JAMES (owner)
(owner) (child)
(child) BILL
(owner)
LARA (child)
(owner) (child)
MARIA MIKE
(owner) (owner)
(child)
GERRI
(owner)
Parent Work Queue A Parent Work Queue B
Lara (owner) Mike (owner)
Figure 24 Parent and child relationship
You must set up the parent work queue first. You typically set up
the child, or individual, work queue for one person. You typically
set up the parent, or group, work queue for a group or a department
or for an individual who is responsible for managing task
assignments.
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TOGETHER—VIEW PARENT WORK QUEUE
The CUSTCARE work queue is a departmental or parent work queue
for the Customer Service Department. Your supervisor wants you to
access this work queue and ensure that all tasks placed in the parent
work queue are assigned “automatically.”
TOGETHER—VIEW CHILD WORK QUEUE
The USERXXEN work queue is a child work queue of the ENGINEER
parent queue. Access and view the USERXXEN queue online.
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TASK TYPES AND CHECKLIST ITEMS
Next, you will learn about the different types of tasks, that you can
send to work queues.
Tasks are the steps that you take to process an order, such as
confirming the order, designing the circuit, or preparing billing. The
MetaSolv Solution includes detailed reporting that identifies which
users completed tasks on time and which users completed tasks late.
TASK TYPES
Slide 55 Tasks
The Work Management Task Types section allows you to create
and maintain task types associated with provisioning plans. Task
types are pre-loaded when the MetaSolv Solution is installed, and
they trigger specific pre-programmed processes within the system.
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SMART TASKS
Slide 56 SMART Tasks
The highlighted tasks are “SMART” tasks. A SMART task
drives information in the system. It has a double-click function
that takes you to wherever you want to go in the MetaSolv
Solution to accomplish a task.
When you double-click a SMART task in the Work Management
subsystem, a window specific to that task opens. For example,
when you double-click the DLRD task, the Design Layout Record
window opens.
When you double-click any task that is not a SMART task, then
the system defaults to the Service Request Query window.
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TASK PROPERTIES
Slide 57 Task Properties
You can edit the existing task types or create new task types that are
specific to your company. For each task entered you can:
• Create the number of grace
days, hours, and minutes, which allows users additional time after
the due date before a why missed code is required.
• Create the potentially late
notification days, hours, and minutes, which gives users advance
notice that a task has the potential for being late.
• Determine if the task is critical.
• Create a double-click action if
the task is not already a SMART task. For example, if you select
DLRD as the double-click action for a new task called “PRECLR”
(pre-circuit layout record), then when you double-click the PRECLR
task, it also opens the Design Layout Record window. You can make
any new task work like an existing SMART task.
Warning
SMART Tasks with Background Validations
In your task handout, notice that a few tasks have
an asterisk beside them. These SMART tasks have
some background validations and should not be
renamed or used for another task.
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TASK DESCRIPTIONS
Items that appear below with a gray background are smart tasks.
*Tasks proceeded by asterisk run background validations and should not be renamed.
TASK TYPE TASK DESCRIPTION
*CID Double-clicking the CABS Issue Date task opens
TASK TYPE
APP T
The DESCRIPTION
Application
theASK
CABS
Date task identifies the date
window. With this task, you can use
when the access customer gives the ASR to the
CKTID coordinates
Double-clicking to determine
the Circuit the IDmileage
task thebetween
opens the
access provider. This task populates Firm
TASK TYPE Order Confirmation.
endpoints
Service TASK DESCRIPTION
in
Request a circuit.
Circuits It also allows
window. Youyou to
use this
associate Universal Service Order
task to add, delete, or update circuits for PSRs codes with
APPT EQ INST only. Double-clicking
Double-clicking
locations on a service the EQ(You
the Appointment
request. INST task task
must opens
opens the the
complete Equipment
Appointment this Selection Install
task before window,
window.
you from which
can complete the you can
CONF Double-clicking
CAD the Confirmation
install equipment
task.) from an order taskatopens
an endtheuser
BILLING The Billing
Firm Order task acts as an interface
Confirmation window and allows you between
location.
MetaSolv Solution and to
to issue a confirmation billing systems.
the access customer.
*EUAD Double-clicking the End User Acknowledge
*CAD
CORD Double-clicking
Double-clicking the CABS Acknowledgment
Date taskthe opensParentthe EndOrder User Coordination
Bill Prep window,
Dateopens
task task opens
the the Carrier
Service Request Access Billing
Hierarchy
which acknowledges that End User billing is in
System (CABS)
windoweffect.
in the This window. You
Worksheet cannot Thiscomplete
task is module.
only for customer task interfaces
this task
allows you until you enter billing information and
with EU billing systems. You must child
to view the status of associated complete the
complete
tasks and the CID task.parent
to associate You use this task onlywith
EUID task before the and EUAD. child orders
with the interface to the CABS
tasks. All parent provisioning plans should billing system.
*EUID include Double-clicking
this task. Designthe End User Billing Issue Date
CDLRD The Confirming Layout Report Date
task opens the End User Bill Prep window, which
*DD task
You populates
should the CDLRD
include field
Dateontask the on
Firm
allows you tothe enterDueappropriate all codes and
change
Order Confirmation.
plans. If, however, there is a parent/child plan,
complete preparations for EU billing. You must
then thecomplete
DD should thisbetaskon before
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complete the
Due Date task
EUAD. involves building the circuits on an
order and changing the status of ordered items to
FCDLRD TheSuspended,
In Service, Facility Confirming
or Disconnected. DLR Date task
populates the FCDLRD
Completion of this task implies that the field on work
the Firm
on aOrder
circuit isConfirmation
complete, including form (FOC). attaching telephone
FDD numbers The Facility Due Date order.
and circuit IDs to the task populates the FDD
*DLRD field on the FOC form.
Double-clicking the Design Layout Report Date
FDLRD task opens
Thethe Service
Facility Request
Design Circuits
Layout window,
Report Date task
which lists all circuits on a service request.
populates the FDLRD field on the FOC form.
Double-clicking a circuit on this window allows
FNI Double-clicking theissue
Fiber
you to design circuits and theNetwork
Design
Identification task opens the FNI window so
Layout Record.
that you can enter an FNI to identify a ring
This task is recommended
circuit service request.for all plans that have a
provisioned circuit. You can complete the DLRD
Note: This task isare
notinpre-loaded,
DLR-issuedand you must
only if all of the circuits status.
create it manually.
DSCN FPTD Double-clicking the Directory Service
The Facility Plant Test Date task populates the
Completion Notice task opens the DSCN form,
Proprietary and Confidential FPTD field on the FOC form. Bootcamp
which allows you to track requests for directory
FRID services.The
You Facility
can complete
Recordthis Issue
taskDate
onlytask
after
indicates
the service
the date
is complete.
that the facility record was issued.
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TASK TYPE TASK DESCRIPTION
FWOT The Facility Wired and Office Tested Date task
indicates the date when the wiring and testing
must be completed.
ILAM Double-clicking the Issue Loop Assignment and
Makeup task opens the Loop Assignment and
Makeup Circuit Listing window, which allows
you to issue and print the LAM form.
LAM Double-clicking the Loop Assignment and
Makeup task opens the Service Request Circuits
window and allows you to enter local loop and
cable pair information in the Plant Administration
module.
NEWTASK Double-clicking the New Task opens the Task
Generation window, which allows you to select
specific child plans to associate with parent plans.
If you enable the NEWTASK preference, then
you must associate a child plan before you can
complete this task. (If this preference is not
enabled, then a warning message appears.)
ORDHEIR Double-clicking the Order Hierarchy task
allows you to view associated child orders and
to associate a child order with a parent order.
PSR/LSR Double-click the PSR/LSR task to perform PSR-
to-LSR/DSR mapping. The Generate Local
Service Requests and Directory Service Requests
window opens. (You must first enable the
Perform PSR/LSR Mapping Outside the PSR
Order preference.)
PTD The Plant Test Date task populates the PTD field
on the FOC form.
RCONF Double-clicking the Response Confirmation
Notice task opens the Circuit Reference window
for the appropriate order type.
RID Double-clicking the Record Issue Date task
opens the Service Request Circuits window,
which allows you to access the circuit design
process in the Engineering subsystem and to
print the Circuit Layout Report.
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TASK TYPE TASK DESCRIPTION
RUNEXE TASK
RUNEXE Double-clicking the Run Executable task opens
Slide 58 RUNEXE a program file. You must set up the program file
(executable) prior to attempting to double-click
the RUNEXE task.
SID The Scheduled Issue Date task indicates the
scheduled date for issuing a firm service order.
SUSPEND Double-clicking the SUSPEND task opens the
Restore/Disconnect Products window so that you
can disconnect or restore service for a customer
whose service had been suspended.
TRANS Double-clicking the TRANS task opens the
Translation window. You can enter translation
information, view or delete circuit routing
information, enter or change contact information,
print trunk circuit orders, view end-office detail
forms, view trunk group information, and view
the trunk circuit order report.
You must associate this task with a service
request that uses the Translation Questionnaire
for switched access service requests. This task
also opens the Product Service Request window
for PSR orders so that you can view the Tech
Translation sheet for services and products.
VPN DSGN Double-click the VPN DSGN task to access
the Network Systems drawing canvas to build a
graphical representation of the Virtual Private
Network (VPN).
WORKS Double-clicking the WORKS task opens the
Worksheet, which allows you to see a graphical
representation of a network and to enter
additional information about the service request.
WOT The Wired and Office Tested Date task
indicates the scheduled date for internal wiring
and testing of the service.
The RUNEXE task is not one of the pre-loaded tasks, so you have to
create it. (MetaSolv doesn’t pre-load this task because not everyone
wants to run the same application.)
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In the Executable Path field, you type the path name to the program that
you want to run. Then you can use the RUNEXE task, for example, to
open Word and send a letter to your customer.
Note
RUNEXE Double-click
You can create a SMART task with the double-click
action of RUNEXE (and you can rename it, if you like).
On the Task Type – New window, the Browse button
next to the Executable Path field allows you to select
one of several executable programs.
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CHECKLIST ITEMS
Slide 59 Checklists
Checklist items remind you to complete certain aspects of a task.
Each checklist item is user-defined, based on your business
practice, and is associated with a task on a provisioning plan.
When you add a checklist item to a task, it shows up only for new
tasks generated. It does not apply to tasks that are already in work
queues.
Let’s say that for the APP task, you want to define two subtasks:
one to send a welcome letter when you complete the APP task and
the other to check the customer’s credit to make sure they can pay
you. You can set up both of these subtasks as checklist items.
Again, a checklist item is a reminder for the person completing the
task. In this example, you must complete both checklist items
before you can complete the APP task.
The MetaSolv Solution doesn’t hold you to completing your checklist
items in any specific order, except that you must complete them
before you complete the task. Your business process dictates the
recommended order of completion.
TOGETHER—CREATE CHECKLIST ITEMS
To make sure that you don’t forget to do a credit check on a
customer when you complete the APP task, with your
instructor, add a checklist item that will remind you to do the
credit check.
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CREATE PROVISIONING PLANS
Slide 60 Provisioning Plans
A provisioning plan is essentially a list of “to do” items, or tasks, that
each order type follows.
Provisioning plans allow you to define how you complete tasks for
orders in the MetaSolv Solution. They are associated with service
type groups, organizations, and jurisdictions. When you enter an
order, only the provisioning plans that match the service type,
organization, and jurisdiction are available.
TASK PROPERTIES
Slide 61 Tasks Properties in Plan
You must consider two additional properties when you add tasks
to a provisioning plan:
• A work queue is the group
of individuals or the department responsible for completing the
tasks. The group might be customer service representatives,
engineers, or field services.
• The interval is the length
of time (in 15-minute increments) that you can complete a task
and is on time.
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OTHER OPTIONS
In addition to these required properties, you can choose from several
additional options:
• Close of BusinessYou can
mark a task “Close of Business,” which means that the task is due
at the end of the business day, according to the times that you have
set up in the Work Management Preferences.
• Potentially Late
IntervalRecall that in the task lesson, we set up the
“potentially late interval,” which is the notification that a due
date is approaching and you haven’t completed a task. The
default interval carries over, but you can override it when you
create the provisioning plan.
• Auto-
CompleteableYou can also make a task “Auto-
Completeable.” Whenever you complete a follower task,
any auto-completeable tasks complete automatically.
The Auto-Completeable feature reduces the number of users’
keystrokes. For example, it would take Field Services personnel
longer to do their job if they had to do the following:
• Install a jack.
• Return to the office.
• Complete the task in the
MetaSolv Solution.
• Return to the customer premises.
• Test the line.
• Return to the office.
• Complete the task in the
MetaSolv Solution.
When tasks are generated, the MetaSolv Solution calculates the
start and end times for each task by looking at the start of business,
close of business, and lunch breaks that have been set up in
Preferences.
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Slide 62 Task Times
The following diagram shows how the system schedules around start of
business and close of business, lunch, and exception dates.
Business Hours set in Work Management Preferences
Start of Business 8:00 a.m.
Close of Business 5:00 p.m.
Lunch 12:00 -1:00 p.m.
Weekends set as Exception Dates in Organization Calendar
Task
Task Interval
Interval TaskTask
StartStart TaskTask
End End
APP 00:00:30 10/08/98 2:15 p.m. 10/08/98 2:45 p.m.
FOC 05:05:30 10/08/98 2:45 p.m. 10/14/98 11:15 a.m.
CORD 02:01:45 10/14/98 11:15 a.m. 10/16/98 2:00 p.m.
DLRD 00:00:45 10/16/98 2:00 p.m. 10/16/98 2:45 p.m.
Figure 25 Task Times Chart
BUSINESS HOURS SET IN WORK MANAGEMENT PREFERENCE
TOPIC TIME
Start of Business 8:00 a.m.
Close of Business 5:00 p.m.
Lunch 12:00 – 1:00 p.m.
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ON-NET AND OFF-NET PLANS
The difference between an on-net provisioning plan and an off-net
provisioning plan is that the latter is for a circuit that is not on your
network, and you have to request support from another telecom
company.
TOGETHER—CREATE ON-NET PLAN
Your supervisor at NewTel wants you to create a provisioning plan
for ordering a residential phone line. Your company owns the local
phone service. The Customer Service Department is responsible for
taking the order.
Along with your instructor, create an on-net plan.
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THREE PHASES OF A PROVISIONING PLAN
A provisioning plan has three phases:
• Ordering
• Designing
• Billing
You categorize tasks in a provisioning plan according to these three
phases, as the following example shows:
PHASE TASK DEPARTMENT WORKDAY/HOURS/
MINUTES
Ordering APP CUSTCARE 00:00:30
CONF CUSTCARE 00:00:30
Designing RID ENGINEER 01:00:00; Close of Business
WOT FIELD SV 02:00:00; Close of Business
(Potentially 3 hours late)
TRANS FIELD SV 01:00:00
PTD FIELD SV 01:00:00
DD FIELD SV 01:00:00
Billing BILLING BILLING 15:00:00
TASK ASSIGNMENT TAB
On the Task Assignment tab, you can perform the following functions:
• Assign a default work queue for
each task.
• Associate tasks with the
provisioning plan.
• Make tasks auto completeable by
checking the Auto Comp checkbox.
• Specify the interval, or number
of workdays, required to complete each task.
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TASK DEPENDENCIES TAB
The MetaSolv Solution generates task dependencies automatically,
based on the order in which you selected the tasks on the Task
Assignment tab. For example, in the plan that you just created, the
RID task cannot begin until you complete the APP and CONF tasks.
(The dependencies display in Gantt Chart format.)
DATING INDICATOR FIELD
In most cases, all tasks are forward dated, except the Due Date task,
which is usually backdated. Sometimes, you backdate other tasks
when an order is not due for a long time.
For example, a customer orders a T1 line in January but doesn’t want
it turned on until May 1st. If a standard order takes six weeks, the
installation of the T1 would take place way ahead of schedule.
Therefore, you would probably complete the application and credit
check and then backdate the remaining tasks from the Due Date. After
a gap of no work from January to March, the work would begin in
March and be completed by May 1.
You can also forward date the Due Date. For example, if you make a
sale for a product that takes two weeks to produce and the due date is
in one week, all the tasks would have earlier due dates that you most
likely cannot meet. In a realistic work schedule, the Due Date would
be forward dated and would fall in line with the task intervals.
RULES FOR THE DATING INDICATOR FIELD
• If a task is forward dated
(arrow pointing to the right), then all of its predecessor tasks are
forward dated.
• If a task is backward dated, then
all of its follower tasks up to DD are backward dated.
• Any tasks appearing after the DD
task must be forward dated.
• If you add a parent task that is
backward dated, then all of the child tasks must be backward dated.
If the DD task is forward dated, then all tasks must be forward dated.
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PERT CHART
The PERT chart is a graphical representation of the tasks listed on the
Task Dependencies tab.
NPA/NXX TASK ASSIGNMENT
The NPA/NXX assigned on an order determines which work queue
the tasks for that order are assigned to. NPA/NXXs must exist in the
MetaSolv Solution Infrastructure, and you must set the Require NPA
NXX for Work Queue Scheduling preference to “Yes.”
Example: A customer creates the NW Region as an organization,
which could have 20 different NPA/NXXs as a subset.
If more than one work queue has responsibility for the same
NPA/NXX, then the tasks go to the NPA/NXX queue with the
fewest tasks (as in “regular” task assignment).
GATEWAY ASSIGNMENT
A gateway event is the process of linking a third party vendor to
the MetaSolv Solution. You use the Gateway Assignment tab to
add a gateway event to a task in a provisioning plan.
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AUTOMATIC PLAN SELECTION
It can be confusing for customer representatives to select the right
provisioning plan if their company has a lot of plans to choose
from. To make it easier, you can set up the MetaSolv Solution so
that it selects a predetermined provisioning plan automatically
during task generation and sends that plan to the default work
queues. The customer rep doesn’t have to do anything except click
the Tasks button or the Finish button, depending on the order
type.
RULES FOR AUTOMATIC PLAN SELECTION
Slide 63 Automatic Provisioning Plan Selection
Automatic provisioning requires that you set up the MetaSolv
Solution so that it meets the following conditions:
• The service type group is set up
as “WORKMGMT.”
• The Auto Apply Plan checkbox
for the service type is checked.
• The organization,
jurisdiction, and service type must be unique (to one
provisioning plan).
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RULES AND BEHAVIORS
Slide 64 Rules/Behavior
The Rules/Behavior functionality is similar to an “If-Then” statement.
If a rule is true, then perform a behavior. Here’s an example: “If it’s
raining, then put up an umbrella.” In the MetaSolv Solution, we call the
“if” part of the statement the “rule,” or query. We call the “then” part of
the statement the “behavior.”
The MetaSolv Solution automatically performs the behavior, based
on a rule, when the query is successful.
BENEFITS OF RULES AND BEHAVIORS
Slide 65 Benefits
This functionality allows the MetaSolv Solution to provide the best
of both worlds:
• The ability to set up
standard, consistent provisioning plans to apply to a service
type, and
• The flexibility to add or delete
tasks from provisioning plans dynamically, based on customer
criteria.
The Rules/Behavior functionality cuts down on the number of
provisioning plans that are needed, as well as the number of tasks
that a customer representative must modify manually.
A representative enters an order and selects a provisioning plan.
Then he or she can modify the tasks on the plan to meet any unique
requirements for the order.
With the Rules/Behavior functionality, the representative does not
have to make any task changes, which means that a new provisioning
plan is unnecessary. The provisioner adds the “if-then statement” into
the Work Management subsystem. Then, whenever someone enters
an order, the MetaSolv Solution checks to see if the IF statement is
true. If it is true, then the behavior takes place automatically.
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EXAMPLE OF USING RULES AND BEHAVIORS
At predefined process points during the entering of a service
request, the system searches for all rules that you created for
the process points and then executes those rules. For example,
you can have a rule that runs at the process point of "push the
Validate button” or “push the Order Finish button” or for when
you add a service item to an order. On the Rules and Behaviors
- New window, you can set up the software so that a credit card
validation takes place at any one of these process points.
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GENERATE AND MODIFY TASKS
Slide 66 Generate and Modify Tasks
Figure 26 Generate and modify task flow
Generating tasks occurs after you enter an order and validate it.
You will select a provisioning plan for an order and then send
the tasks to the appropriate work queues.
Generally, if your company does a good job defining
provisioning plans, then when you generate tasks, you will be
able to select the appropriate provisioning plan, choose the
work queues, and save the task assignments. Frequently, you
won’t even have to select a plan or work queue because the
system will do it for you automatically.
In some cases, such as when a provisioning plan hasn’t been
created for a certain order type, you may need to modify the
tasks on the plan.
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GENERATING TASKS
Before generating tasks, an appropriate provisioning plan must exist
in the database.
You’ve already set up a plan through the MetaSolv Solution Work
Management subsystem. You have identified the following:
• Base set of tasks
• Workdays needed to complete
each task
• Dependencies between tasks
• Default assignments for each task
Now, you are ready to generate tasks for the order.
The Plan Selection tab on the Tasks window allows you to select
a provisioning plan, plus NPA NXX scheduling information (if
the preference is set up). The MetaSolv Solution uses this
information to generate work queue assignments.
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TOGETHER—COMPLETE THE PLAN SELECTION TAB
Open the service request (ASR) with a PON of NEWTELXX and
select a plan for provisioning the tasks associated with this order.
After you select a provisioning plan, the system displays the Task
Gantt tab automatically, which allows you to see the current tasks
in the provisioning plan.
Also view the tasks on the Task List tab, which has the same tasks
in list form, but with more detail.
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WORK QUEUES
You can select work queues automatically or manually (if the Allow
Manual Queue Scheduling at Task Generation preference is turned on).
For both methods, the type of work queue and employee availability
affect, which work queues, you can select.
Note
Unidentified Work Queues
Question marks (????????) indicate that the
MetaSolv Solution inserted or added a task after
executing rules and behaviors. (Only tasks that come
from a provisioning plan have associated work
queues.) You must select work queues for these
unidentified work queues manually.
When tasks go to work queues, they adjust to the local time zone
for the queue owner automatically, based on the Windows
settings. If the Database Server Time Zone preference is set,
however, then whenever the local time zone differs from the
database server time zone, the MetaSolv Solution displays a
message at logon that allows you to select the appropriate time
zone. (You can verify the setting of the database server time zone
by checking Preferences>System Information>Database Server
Time Zone.)
Warning Do Not Apply or OK Tasks!
Do not generate tasks yet. You have to modify the
tasks before you actually generate them.
If you have properly set up the provisioning plan for
the order type, then you can click OK or Apply. The
MetaSolv Solution sends the tasks to the work
queues, and you would be done with entering the
order and sending work to the appropriate work
queues. But don’t click OK or Apply yet!
Proprietary and Confidential Bootcamp
2-104 Unit 2—Preparing the TBS SoftwareMetaSolv Solution
TASK CIRCUITS TAB
The Task Circuits tab allows you to view all circuits on the order
after you click OK or Apply to send tasks to work queues. You
can also add circuit notes and add Jeopardy status on this tab.
PERT CHART TAB
You can use the PERT Chart to do the following:
• View cross-order dependencies
in the MetaSolv Solution.
• View the status of tasks in your
provisioning plan.
• Create and delete dependencies
between tasks.
MODIFYING TASKS
Slide 67 Modifying Tasks
You start task generation with a provisioning plan, which provides
consistent provisioning across orders. If your tasks don’t meet the
needs of the current order, then you can customize them.
If you ever have to modify some tasks, then you can do any of the
following:
• Change task due dates. (You
must have a security clearance to change the dates.)
• Add and delete tasks from the
task list.
• Override default work queues.
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Work Management 2-105
CHANGE A TASK’S DUE DATE
To change the due date, go to either the Task Gantt tab or the Task
List tab. Then select the task and type in a new due date.
On the Plan Selection window, if the Automatically Adjust Dates
of Followers Tasks checkbox is checked, then if you change the
date of one task, the dates of the follower tasks adjust automatically.
Note Automatically Adjust Dates and Backward-Dated
Tasks
If the tasks have a backward dating indicator, you
cannot move a task due date forward if it would cause
the other tasks to move past the DD task due date. You
will get an error message and not be allowed to do it.
You can, however, move the DD task farther out. Then
the backdated predecessor task due dates will also move
farther out.
Example (if all tasks have a back indicator):
• APP 09/07/99
• DLRD 09/08/99
• DD 09/09/99
You cannot move the APP task to 9/8 because the due date is fixed at
9/9 and cannot be changed by changing the due date of the APP task.
You can, however, change the DD task to be due on 10/10/99. Then
the DLRD and APP tasks would be adjusted automatically to be due
10/9/99 and 10/8/99 respectively.
Proprietary and Confidential Bootcamp
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OTHER WAYS TO MODIFY TASKS
In addition to changing task due dates, you can delete, not require,
insert, or add tasks. Earlier, you learned about the difference between
inserting and adding a child task in a provisioning plan. You can also
modify a task from the Task Gantt window or from the Task List
window. After you select a task on either of these windows, right-
click it to access the pop-up menu, which provides several options for
modifying the task.
Specifically, you can make the following changes to a task:
• Insert a sibling task.
You can insert any task that has been set up through Work
Management (except the DD task). You can also set the
workdays for an inserted sibling task.
• Insert a child task.
• Add a child task.
• Add a jeopardy status.
• Make a task not required.
• Delete a task.
Note You Cannot Delete DD Task
You cannot delete the DD (Due Date) task because it
has specific required functions (such as putting a circuit
in service) that happen in the background when the task
is completed through Work Management.
TOGETHER—ACCESS THE WORK QUEUE MANAGER
You’ve just returned to work from vacation, and you’d like to find out
if any tasks have been sent to your work queue for you to complete.
Along with your instructor, access the Work Management subsystem to
view your work queue in the Work Queue Manager window.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-107
WORK QUEUE MANAGER MAP
The following diagram identifies the key features of the Work
Queue Manager. You can customize this window and save it as
a profile. You can hide, view, size columns, and change column
labels. (The No-Bitmaps profile is shown below.)
TASK STATUS TASK READINESS TASK: Indicates the task type. Unrecognized tasks can
NEW—1st time READY—indicates the task is ready to be identified by right-clicking the abbreviation.
CHG—Change be completed.
BCK—Background mode PENDING—Indicates the task has
ERR—Error occurred predecessors that must be completed TASK DUE: Indicates date task was scheduled for completion.
GWCHG—Gateway event status updated before it can be completed. Derives fromintervals on Provisioning Plan, or fromdate
GWERR—Gateway error occurred REJ ECTED— Indicates the task has entered (overwriting the Provisioning Plan) when task was generated.
When you accept a task, the column is blank. been rejected.
PON: Identifies purchase order number entered on the
service request (order).
NPA &NXX: NPA/NXXs
associated with order
appear here.
WORK QUEUE
You can click the “Personal”radio
button to see work queues that YOU
own, or you can click the “Work Group”
radio button to see all other work
queues in your work group.
JEOPARDY STATUS
The jeopardy icon appears if a task
has a J eopardy Code.
TYPE OF ORDER
Identifies if the order is an ASR,
*
PSR, or LSR.
Bitmap profiles have icons: White
book=ASR, Green book=ISR, box=
PSR, and house=LSR.
ACT
Identifies the activity Indicator for
the order. “N”=NewInstallation. To
interpret the different letters, right- CCNA
click, select Service Request Detail. Shows the Customer Carrier
The activity Indicator is in lower half Name Abbreviation.
of window. To close the window and POTENTIALLY LATE INDICATOR :
return to Work Queue Manager, RED: Identifies that the due date has
click the close button. passed.
YELLOW: Identifies that the task is in
SUP: Identifies the supplement jeopardy of beinglate.
number, if an order has been
CircuitID: Identifies the circuit
supplemented.
number that your company assigned
or that the Other Exchange Company
*The legend in the middle of this (OEC) provided on the order. This
BILL: Identifies the status of billing records.
windowidentifies the SUP numbers. number should followTelcordia
(Bellcore) standards for circuit ID
format. However, it can also be in
telephone #format or freeform.
Figure 27 Work Queue Manager Map
Proprietary and Confidential Bootcamp
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WORK QUEUE MANAGER PROFILES
Slide 68 Work Queue Manager
In the Work Queue Manager window, task due dates are in local time,
based on the time zone of your computer’s location. If a task is
generated at the server’s location on the East Coast, for example, and
is due at 2:00 p.m., and you receive the task in the Central Time Zone,
then the task is due at 1:00 p.m. your time.
You refresh the Work Queue Manager by exiting or by clicking Save.
You can also go to the Work Queue Timer preference and set an interval
(between 1 minute and 120 minutes) so that the Work Queue Manager is
refreshed automatically.
You can also hide the tabs at the bottom of the Work Queue Manager
window to show additional tasks.
TABS AT THE BOTTOM OF THE WQM
The Work Queue Manager has the following tabs at the bottom of the
window:
• Task DetailProvides more
detailed information about the task, including who assigned the
task.
• PredecessorsDisplays all of
the tasks that you must complete before you can complete the
selected task.
• FollowersDisplays the tasks
that you cannot complete until you complete the selected task.
• ChecklistDisplays any
checklist items associated with a task. You must complete all
checklist items before you can complete the associated task.
• CircuitsDisplays circuits
related to a task.
• GatewayDisplays any gateway
event and its status associated with the task.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-109
MANAGING TASKS
Slide 69 Managing Tasks
Managing tasks is what you have to do to complete your work in the
Work Management subsystem, thereby completing the service requests
that you receive.
When a task is first assigned to a work queue, it has a status of “New.”
When you accept it, the task’s status changes, and it no longer shows
“New” in the Status column on the Work Queue Manager window.
The action of accepting tasks organizes your work queue so that
you can quickly see which tasks are new, which are changed, and
which have a changed gateway event status.
When a task appears in your queue that someone else should work, you
can transfer the task to the appropriate queue for completion.
After you have finished the work and checklist items associated with
a task, the task should have a status of “Ready,” and you can
complete it. (Completing the task removes it from the work queue.)
Proprietary and Confidential Bootcamp
2-110 Unit 2—Preparing the TBS SoftwareMetaSolv Solution
WORK QUEUE MANAGER POPUP MENU
When you right-click a task in a work queue, the following pop-up
menu appears:
Figure 28 Work Management Pop-up Menu
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-111
ACCEPTING TASKS
When a task is first assigned to a work queue, it has a status of
“NEW.” When you accept it, the task’s status changes so that it no
longer shows “NEW” in the Status column on the Work Queue
Manager window, as illustrated below.
Figure 29 “New” in Status Column
The action of accepting tasks organizes your work queue so that
you can quickly see which tasks are new, which are changed, and
which have a changed gateway event status.
TOGETHER—ACCEPT A TASK
Along with your instructor, accept any two tasks in the work queue
whose status is “New.”
Proprietary and Confidential Bootcamp
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DEMO—TRANSFER A TASK
When a task appears in your queue that should be worked by someone
else, you can transfer the task to the appropriate queue for completion.
Watch as your instructor demonstrates this procedure.
TOGETHER—COMPLETE A TASK
After you have finished the work and checklist items associated with
a task, the task should have a status of “Ready,” and you can
complete it. (Completing the task removes it from the work queue.)
With your instructor, complete a task.
REJECTING TASKS
You can reject a task if it has a predecessor task that is incomplete or
inaccurate, such as when you have entered design lines incorrectly.
When you reject a task in your queue, the rejection action actually goes
against the predecessor task in the queue from which the predecessor
task originated. The task in your queue must be in “Ready” status
before you can reject a task.
Again, when you reject a task, you are really rejecting the predecessor
task. MetaSolv Solution allows you to choose the incomplete
predecessor task, which can be the last task before your task, or it can be
the first completed task that would, in turn, reject all tasks after it.
Whenever you reject a task, you should also enter a reject reason in the
Service Request Note area.
After you reject a task, it (along with any follower tasks) goes back to
“New,” with a “Pending” status. The task that you rejected goes to
“Rejected” status to be worked again. As soon as it is completed, your
task goes to “Ready,” or green light, as usual.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-113
WHY MISSED CODES
When a task is critical and late, then you must add a why missed
code, which provides a reason why the task is late.
Note
Grace Days
In the Work Management Task Type window, you can
specify the number of days or hours or even minutes
that you can complete a critical task late before
MetaSolv Solution prompts you for a why missed code.
The grace interval that you select for a task affects that
task on all provisioning plans that include it.
Proprietary and Confidential Bootcamp
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JEOPARDY CODES
Slide 70 Jeopardy Codes and Why Missed Codes
If you know that a task is in jeopardy of being completed late, you can
add a jeopardy code to the task. A jeopardy code associates a reason for
the potential lateness with the task and changes the status of the task so
that a quick glance at the queue indicates the jeopardy condition.
You do not have to go to the Task Type window to see which tasks are
critical. Instead, you can access the WQM window and select the task.
Then, at the bottom of the Task Detail tab window, you can see if a task
is critical.
Since jeopardy codes are a proactive way of tracking the reasons why a
critical task might be late, you should enter them prior to completion of
the task.
An example of the Task Jeopardy Codes window appears below:
Bomb icon
Click the “New” Click the “Escalation”
button to enter the button to enter additional
Jeopardy code. info about the Jeopardy
condition.
Figure 30 Example of a Task Jeopardy Codes window
Note
Bomb Icon inherent
The “bomb” icon indicates that a jeopardy code has been
entered for the task.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-115
COMPLETING A TASK WITH AN “OPEN” JEOPARDY CODE
You can complete a task with an “open” jeopardy code. You will,
however, get the following message telling you that there are open
jeopardy codes against the task. You can return to the task and
remove the jeopardy codes, or you can continue completing the task.
Figure 31 MetaSolv Solution Message about Open Jeopardy Codes
REMOVING A JEOPARDY CODE
If a task is no longer in danger of being late, then you can remove
the jeopardy code by opening the Task Jeopardy Codes window
and checking the Closed checkbox.
Proprietary and Confidential Bootcamp
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ENTERING ESCALATION INFORMATION
To embellish the information included with a jeopardy code, you can
use escalation notes to add a description and contact information.
The Description field on the Task Jeopardy Escalations window is
a freeform field that allows you to enter information that further
describes an abbreviation or a code on a particular window.
TOGETHER—ENTER ESCALATION INFORMATION
You need to add some additional information to the 01 jeopardy code.
Along with your instructor, add an escalation note.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-117
VIEWING AND ENTERING NOTES
You can add notes to a service request manually or automatically. If
the Work Management Create Audit Notes preference is set, then an
audit trail note is added to the Notes window every time you perform a
task-activity or a task circuit-related activity. If you turn this preference
off, then an audit trail is not generated automatically. You can view or
enter notes for a service request regardless of the preference setting.
You can also maintain multiple notes for the same order. Each person
working on a task that the order generates can then see your notes,
which can be a helpful way to communicate with people who are
working on other tasks for the same order.
The way that tasks are assigned to work queues varies widely from
one company to the next. There could be twenty tasks for any one
order, with several different people working those twenty tasks.
After you add a note to an order, the Note icon appears in the Note
Indicator column on the Work Queue Manager window.
You can enter jeopardy codes and explanations for tasks that are
about to be late. You can also enter notes right on the order to
advise others about situations that might affect the order.
TOGETHER— VIEW AND ENTER NOTES
Along with your instructor, add the following Service Request
Note to the PSR with a PON of BOSDFWXX: “Circuit will be
put in service tomorrow.”
Proprietary and Confidential Bootcamp
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GATEWAY EVENTS
Slide 71 Gateway Events Overview
A gateway event is the process of linking a third party vendor to
MetaSolv Solution. You can have inbound or outbound events, which
means that MetaSolv Solution can send information to the vendor, or
the vendor can send information to MetaSolv Solution electronically.
BENEFITS OF GATEWAY EVENTS
The biggest benefit of using gateway events is that customers can
integrate their systems with third-party vendors.
Here are some additional benefits of having gateway events in the
Work Management subsystem:
• Customers have the flexibility to
create a variety of gateways.
• Customers can select various
times during provisioning to initiate gateway events.
• You can view Gateway status
through the Work Queue Manager.
For more information about gateway events, you might want to take the
Work Management course.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-119
LESSON REVIEW
Slide 72 Review—Work Management
In this lesson, you have learned how to:
• Identify key elements of Work
Management subsystem.
• Describe the function of adding
new employees, parent work queues, and child work queues.
• Describe how the organization
calendar is associated with work queues.
• Describe the function of the
different task types and checklist items.
• Create a provisioning plan and
insert different tasks in the plan.
Slide 73 Review (cont’d)
• Set up the Auto Plan Selection
feature.
• Select a provisioning plan.
• Select a work queue for each
task.
• Modify tasks, due dates, and
work queues.
• Identify the key fields and values
on the Work Queue Manager window.
• Accept, transfer, and complete
tasks and all checklist items.
Slide 74 Review (cont’d)
• Enter notes, why missed codes
and jeopardy codes in tasks.
• View gateway events.
• Describe the functions of
Gateway preferences.
• Describe the association between
gateway events and tasks.
Proprietary and Confidential Bootcamp
2-120 Unit 2—Preparing the TBS SoftwareMetaSolv Solution
• Explain how APIs relate to
gateways.
• Set up Work Management
preferences.
MetaSolv Solution 5.0 7/12/2011 D5.0 2001 MetaSolv Software, Inc.
Work Management 2-121
UNIT WRAP UP
Slide 75 Wrap Up
Figure 32 Unit Wrap Up
Now that you have discussed some of the “basics” of MetaSolv
Solution, the next item on the agenda is to design some networks.
After all, the network is what you provide to your customers, right?
So, go ahead and remove that administrator hat because you have
just accepted a job as a network engineer!
Proprietary and Confidential Bootcamp
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