Attachment 2a- ESC CSCS Task Performance Work Statement Level 1 Customer Service Desk _reference documents.pdf

Access Control Management Interface (ACMI) and associated systems

ACMI is an Access Management Portal that serves as an access control umbrella over several systems. These systems are:

• ACSMS – Aeronautical Center Security Management System

• CSC Web Reports

• CSC Web Survey

• SMIS – Safety Management Information System o OSH PE (Subsystem of SMIS) Requests for OSH PE will follow SMIS process. (Ex. A reset or unlock for OSH PE will be handled as an SMIS reset or unlock) xxxxx xxxxxx is the Primary Contact.

• Survey System

Incidents will be logged for all calls or emails.

Remedy Templates have been created. They are:

• ACMI Systems Password Reset

• ACMI Systems Account Unlock

• ACMI Systems Other o CSC will populate PROD CAT and Resolution CAT Tier 3 with appropriate system name.

o ALL SMIS incidents that must be escalated will be assigned to ESC ITSM/CSD/SMIS L2 General o ALL other ACMI systems incidents that must be escalated will be assigned to ESC ITSM/CSD/WGD L2 General o In addition to logging an incident, ALL outage and/or performance issues will be followed up with a phone call to the appropriate L2 POC.

o All systems will email passwords and responses to unlock requests to the users.

o The CSC can ONLY give passwords over the phone IF the user has a security question and can answer it correctly.

o If a user does not have or cannot answer the security question, the CSC will direct them to their manager.

o The CSC will be responsible for resetting passwords and unlocking accounts. Calls may also come in reporting outages or performance issues.

o The SMIS application will send Email requests for password resets and account unlocks to the 9-AMC- AMI-FAA-Info-Center mailbox and will then be dropped into the SMIS Incoming folder. CSC will monitor this folder and will respond to these requests.

When logging in to ACMI, the agent will come to the initial home screen:

To get to the Access Management area of each system, select the “Access Mgmt” tab at the top left of the screen.

The following screen will pop up:

Select either “Accounts” to see all users or “Account Lookup” to search by last name on any system.

Click on Contacts for Contact information on each system.

The following applies to each system and will also be displayed when searching for users.

System outage support contact information

Prime time 06:00-18:00:

Xxxxxx xxxxxxx

(Primary) xxx-xxx-xxxx w

After hours:

Leave a message don't pass out his number.

Xxxxxx xxxxxxx

(Primary) xxx-xxx-xxxx cell This number is the preferred call back.

(Secondary) Call this number after hours and leave a message xxx-xxx-xxxx home (Do not call this number Before 7AM)

ACMI:

Access Control Management Interface(ACMI) https://acmi.amc.faa.gov

Hours of Operation:

1. The hours of Operation for the AMK-213 Admin Staff are 6am-6pm M-F. For any technical problems with the website, meaning "Website Not Found, 404 or 500 errors", please call xxxxx xxxxxx in the Contact Section at any time 24/7.

Before Calling the Helpdesk:

1. Users must try to login and fail (without PIV) atleast 1 time before they show up on the below list. If still not on the list, they need to contact the System Owner.

2. The "Attempts" column doesn't always mean Failed Passwords Tries, but is also set to 3 after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only have their Application Account Unlocked.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A and let that user know it is unlocked.

Unlocking/Resetting the Password:

1. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of 1 UpperCase and 1 LowerCase and 1 Number and 1 SpecialCharacter, that is atleast 12 Characters long.

2. Users must contact the System Owner if they continue to have problems.

ACSMS:

1. The hours of Operation for the AMK-213 Admin Staff are 6am-6pm M-F. For any technical problems with the website, meaning "Website Not Found, 404 or 500 errors", please call xxxxx xxxxxxx in the Contact Section at any time 24/7.

Before Calling the Helpdesk:

1. Users must try to login and fail (without PIV) atleast 1 time before they show up on the below list. If still not on the list, they need to contact the System Owner.

2. The "Attempts" column doesn't always mean Failed Passwords Tries, but is also set to 3 after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only have their Application Account Unlocked.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A and let that user know it is unlocked.

Unlocking/Resetting the Password:

1. For most users, I suggest setting it to something that is easy for them to remember since they sometimes will not be by a computer for awhile.

2. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of

1 UpperCase and 1 LowerCase and 1 Number and 1 SpecialCharacter, that is atleast 12 Characters long.

CSC Web Reports:

1. The hours of Operation for the AMK-213 Admin Staff are 6am-6pm M-F Only. This includes Call-Backs.

Before Calling the Helpdesk:

1. Users must have a locked account (without PIV) before they show up on the below list. If still not on the list, they need to contact the System Owner.

2. The "Attempts" column doesn't always mean Failed Passwords Tries, but is also set to 'Y' after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only have their Application Account Unlocked.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A and let that user know it is unlocked.

Unlocking/Resetting the Password:

1. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of

CSC Web Survey:

1. The hours of Operation for the AMK-213 Admin Staff are 6am-6pm M-F Only. This includes Call-Backs.

Before Calling the Helpdesk:

1. Users must try to login and fail (without PIV) atleast 1 time before they show up on the below list. If still not on the list, they need to contact the System Owner.

2. The "Attempts" column doesn't always mean Failed Passwords Tries, but is also set to 3 after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only have their Application Account Unlocked.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A and let that user know it is unlocked.

Unlocking/Resetting the Password:

1. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of

SMIS:

1. The hours of Operation for our Organization are 6am-6pm M-F.

Before Calling the Helpdesk:

1. Users must try to login and fail (without PIV) at least 1 time before they show up on the below list. If still not on the list, they need to contact the SMIS IT.

2. The "Attempts" column doesn't always mean Failed Password Tries, but is also set to 3 after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only Unlock Their Application Account.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A.

Unlocking/Resetting the Password:

1. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of 1 UpperCase and 1 LowerCase and 1 Number and 1 SpecialCharacter, that is atleast 12 Characters long.

2. Users must contact the System Owner if they continue to have problems.

Access requests for SMIS should direct users to the Request Access link on the SMIS system page.

Survey System:

1. The hours of Operation for the AMK-213 Admin Staff are 6am-6pm M-F Only. This includes Call-Backs.

Before Calling the Helpdesk:

1. Users must try to login and fail (without PIV) atleast 1 time before they show up on the below list. If still not on the list, they need to contact the Project Lead.

2. The "Attempts" column doesn't always mean Failed Passwords Tries, but is also set to 3 after 60 days of non-use.

3. PIV Users can not get their PIN reset through ACMI but can only have their Application Account Unlocked.

Authentication:

1. Each User should have a Question/Answer with their Account. If they do not have a Q/A, then they can not be read their password over the phone, but all users will still receive an email with the new password.

2. It is okay to unlock an account that does not have a Q/A and let that user know it is unlocked.

Unlocking/Resetting the Password:

1. If they Last Accessed the app > 60 days ago, then the user will get 2 days to login before the account is locked because of not being in use.

After They Login:

1. Once, the user logs in successfully, they will be required to change their password using a combination of

2. Users must contact the Project Lead if they continue to have problems.

As you may know we have a new remote tool for connecting to users machine. It works great but didn't come with any instructions

Here is a quick little guide for those of you who have not yet tried or have not yet figured out how to use Bomgar...

After you login you will be at this screen...

All you have to do from here is click Support, then click Generate Session Key, you will be presented with this

This is the session key that the user will need to input at the new remote.esc.gov website. You can have the user navigate to https://remote.esc.gov or you can click on the "email url" and enter the users email address and the user can just click that via the automated email that it sends out.. Once the users inputs the session key at the website you will see this prompt...

You will click accept, unless of course the request came from somebody other than the customer you are speaking with. After clicking accept you will see this

You will click on the Montior/play button and that will send a request to the user in the small chat window on the right side of the screen asking if the user wants to share their screen, which looks like this

After the customer allows you to see their screen you will have access to exactly that, their screen. Proceed to do whatever work is necessary and when you are ready to close the session you will need to click the red X at the top right of the screen

That's it, its pretty easy and the tool works pretty good. The speed of which you can navigate around all depends on the users internet connection upload speed, so things outside of the FAA network may be quite laggy depending on what the users spend on their internet package.

January 28, 2013

Logging into CASTLE

As part of the DOT initiative to have a single sign-on and PIV card enablement, CASTLE is changing the way you log in to the system.

Your CASTLE account will need to be authenticated the first time you login under the new sign-on procedures. This will ensure that your existing CASTLE account is properly linked with the new e-Auth sign-on procedures.

You will be required to log in each time you access CASTLE using the new e-Auth process.

Click on the “e-Auth Login” button on the CASTLE Login page.

The instructions below will step you through the different ways in which you may authenticate your CASTLE account.

NOTE:

• Only accept a Certificate when using a PIV card, otherwise hit Cancel.

• Multiple certificates may be available to a user and the certificates will vary.

If using your federal email address to login, use instructions on page 2 and 3.

If using you PIV card (badge) to login skip to page 4.

Instructions for using your federal Email address:

Step 1. Enter your federal email address.

Step 2. Enter your password. (NOTE: DOT users: Enter your network password. FAA users: Enter your eCenter (webmail) password. )

Step 3. Click the “Agree & Sign In” button to continue.

On initial logon in, instructions for logging in will appear and you will be required to authenticate your email address to your existing CASTLE account. You will need to choose one of the three options that apply to you.

• If you are already a CASTLE user, use the first statement. You will then be required to enter your current CASTLE User ID and Password then click the Authenticate button.

a. If you receive an error “Invalid user id/password; login denied”, contact your Help Desk.

• If you do not have a CASTLE account and want to request one, chose the second option.

• If your name or email address has changed and was not updated in CASTLE please contact your

CASTLE Manager to have your account updated before trying to authenticate your account.

Enter your existing CASTLE User ID and CASTLE password. Click Authenticate.

Once you have authenticated your account, you will no longer be able to use your existing CASTLE User ID and password.

Instructions for using your PIV card (Badge)

Step 1. Insert your PIV card (Badge) into the reader. You will need to know your PIN number for your card in order to continue with this process. NOTE: Your PIV card must be provisioned

Step 2. “Select a Certificate” will appear.

If multiple certificates display, click on “Certificate information” for each to select the most current certificate.

NOTE:

• If you receive an error on the certificate you select, you must close your browser and access CASTLE again. Select a different certificate and click on the “OK” button.

• Only accept a Certificate when using a PIV card, otherwise hit Cancel.

• Multiple certificates may be available to a user and the certificates will vary.

Windows XP users will view the Certificate selection below:

Windows 7 users will view the Certificate selection below:

Select the most current certificate.

Step 4. “Please enter your PIN” will appear. Enter your PIN and click “OK”.

Note: If you selected “Ok” after selecting the Certificate you will receive this message/option prompting you to insert your PIV Card (Badge) into the reader:

Insert your PIV Card and click “OK”.

On initial logon in, instructions for logging in will appear and you will be required to authenticate your email address to your existing CASTLE account. You will need to choose one of the three options that apply to you.

• If you are already a CASTLE user then use the first statement. You will then be required to enter your current CASTLE User ID and Password then click the Authenticate button.

b. If you receive an error “Invalid user id/password; login denied”, contact your Help Desk.

• If you do not have a CASTLE account and want to request one, chose the second option.

• If your name or email address has changed and was not updated in CASTLE please contact your

CASTLE Manager to have your account updated before trying to authenticate your account.

Once you have authenticated your account, you will no longer be able to use your existing CASTLE User ID and password.

Customer Support Center (CSC) Procedure How to reset/unlock network accounts in Active Directory

• Open Active Directory

• Alternate click on the faa.gov option under the Active Directory Users and

Computers [faa-mc-dc00.faa.gov]

• Select “Connect to Domain Controller”

• This will open a list of all available domains. Select the domain for the region that the caller is from. This will return you back to the original screen.

• Alternate click on faa.gov again.

• Select “Find”

• Type in the user’s last name and then click on “Find Now”. Look through the results for the name of the requestor. If you do not find it try another search using the user’s first name.

• User will be authenticated through the user of the NexGen toolbox in the same fashion as Webmail password resets. Security Question and Answer can be found there.

• If there is no Question/Answer in NexGen, authentication can be done by speaking to Users manager or supervisor or

• User can come to CSC and show CSC agent their FAA badge for authentication

Unlocking Network Account

• After connecting to the proper domain controller and verifying user with the security question as stated above, double click on the user name in Active Directory to open the user’s account information.

• Select the “Account” tab

• Uncheck the “Account is Locked Out” box

• Have user attempt to log on again verifying that the caps lock key is turned off and the num lock key is turned on

• It should automatically reset after 20 minutes

Resetting Network Password

• After connecting to the proper domain controller and verifying user with the security question as stated above, alternate click on the user name and choose “Reset Password”

• Type in a new temporary password and then confirm the same password again.

Password must be at least 8 characters in length with both upper and lower case letters and a number or special character.

Place a check in the box for “User must change password at next logon”. If user is on VPN do not check this box because they will not have the ability to reset the password. VPN Only Users will need to contact their POC if there network account is expired.

Account Expires is listed on the Account tab POC is listed on the General tab

• Have user attempt to logon with the temporary password that you created.

• If the temporary password works the user should receive a prompt that their password has expired and must be changed. Then can then create their own password as long as it meets the password criteria.

KSN & Bomgar use their network pw for logon

CSC Procedure for processing ESC PRISM Helpdesk Requests

ESC PRISM Helpdesk Requests can only be submitted by the ACO or Site Admin. Requests can also be submitted by the ESC Level 2 or Level 3 support staff.

Subject line will be “ESC PRISM Helpdesk Request – xxx - Priority. (xxx will be agency identifier) ex. NHTSA, FRA, etc…….

All requests will come to the 9-AMC-CSC-FAA-Delphi mailbox and will drop into the ESC PRISM folder.

Agent will log an incident using Incident template “ESC PRISM – ESC PRISM Helpdesk Request”

If request is Emergency or Critical, then use Remedy Template “ESC PRISM – ESC PRISM Helpdesk Request - Emergency”.

These incidents will assign to the ESC PRISM L3 General Emergency Queue.

1. Requester/ACO/Site Admin will be the Contact in the Incident.

2. OP CAT Tier 3 will be populated with the appropriate Agency identifier found in the Email subject line.

3. Subject of email will be pasted into the Summary Field.

4. Priority will match priority on Subject line. (If no priority is designated on Subject line, Priority will be Medium)

5. Body of email with Signature block will be copied and pasted into the Notes field of the incident.

6. Open Helpdesk Request attachment, copy and paste

“Problem Description” in Notes field of incident as well.

7. Any attachments will be added to Remedy attachments on the Work Details Tab

Standard Installation Instructions

CSC Level 1 should only attempt these procedures if time permits. This process may take up to 20 minutes or longer to perform. If necessary, tickets should be assigned to AMC DT RA.

CSC should reference knowledgebase document titled “How to give temporary admin rights”

1. Use SMS to grant temporary ADMIN privileges to user

2. Use SMS to remote into users computer

3. Delete the existing DCRS reporting and maintenance shortcut, which will look like this, from the user’s desktop:

4. To install the batch file for the new maintenance and reporting application, run the batch file located at \\aml000as4\VBApps1\AppStarter\Support; you will briefly see a command prompt window as the file runs. The batch file will install .dll files and the DCRS VB application.

5. It is quite possible that the user may not have .NET installed on their computer. If they do not you will get the following type of error:

Upon receiving this error, you will need to go to the following location:

\\amc000vs2\public\ris\apps\microsoft.net 2.0

Run dotnetfx.exe first And then run netfx20sp1 file://aml000as4/VBApps1/AppStarter/Support

6. Once these are loaded go back to Step 4 and try again. You should see something like the following if successful:

7. Double-click the new shortcut created on the desktop to run it for the first time.

8. Remove ADMIN rights from the user prior to disconnecting from remote session.

9. Done!

The ticket for this will be logged as follows:

ITEM: DCRS

CATEGORY: SOFTWARE SETUP

DESCRIPTION: User needs to have new DCRS batch file and setup ran on machine. (Include barcode of machine in the description)

DELPHI DASHBOARD MONITORING FOR SYSTEM AVAILABILITY

These procedures are to be followed by the CSC during the following hours:

6pm – 6am, Monday – Friday 24 x 7, Holidays and weekends

The link below will take you to the Delphi Production Dashboard:

http://delphihome.esc.gov/DelphiDashboard/ http://delphihome.esc.gov/DelphiDashboard/

The Delphi Production Dashboard page should be available 24 x 7 with the exception of 4am – 4:15 am daily for a web server bounce. If the Dashboard itself is unavailable outside the 4am – 4:15 am window, the on call Middle Tier Administrator should be called.

The Dashboard displays the status of Production Delphi and Delphi-related systems and associated physical and logical servers. The website is automatically updated every 2 minutes (note the times in the upper right corner of the page). The Application/System boxes (light gray) depict all physical and logical

PICTURE REMOVED

servers which comprise the Application/System. Each Application/System box is comprised of the physical server (top row) and the logical servers and/or services (bottom row). The background color used in the physical and logical server boxes denote the current status for the specific server ( UP DOWN DEGRADED ). Move your mouse over each of the physical and logical servers for detailed information and instructions. Clicking the Application/System title will launch the respective application in a new window.

The CSC will monitor this dashboard every 15 minutes. For red and/or yellow boxes, the agent will take whatever appropriate action is documented by moving the mouse over the affected physical server and/or logical server. This will update the text in the instructions area as well as provide bubble text hints in some cases when the mouse is held over the affected item. For the Mon-Sat 4:15 a.m. verification, please click the Application/System title to verify the ability to login to the Application/System as was formerly done from the “Delphi Verification” web page. Callback information should still be retrieved from the 9-amc-ami-300-on call calendar.

When contacting the on call personnel, normal procedures apply. Start with the first person on the appropriate list. Leave voice mail if necessary. If no response within 5 minutes, go to the next number/person on the list.

If still no response move on to incident manager call number which is located on each on call list.

Invoice Approval

1. Log into Delphi by entering your username, password, and by checking that you have read the Rules of Behavior.

2. To review and approve invoices, select the ISP Approver Responsibility:

3. This will take you to the screen below – the Notifications link will take you to invoices awaiting your approval.

The View Invoices link will let you do search for invoices. To review and approve invoices, click the Notifications link.

4. This will take you to your Notification Worklist, which will contain invoices that have been sent to you for approval as well as informational notifications. There are 4 different notifications you may receive that fall into 2 categories. The 2 categories are

• To Do Notifications: These notifications all have a subject starting with “Action:”. These are invoices awaiting your review.

• FYI Notifications: These are informational notifications. They require no action. The 3 FYI notifications are:

o Notifications beginning with “FYI:”. These are sent to inform you that there is an invoice requiring your review.

o Notifications beginning with “REMINDER:”. These are sent to inform you that there is an invoice that has been awaiting your review for a number of days defined in the approval hierarchy.

o Notifications beginning with “ESCALATION:”. These are sent to inform you that there is an invoice that has been awaiting an approver’s review for a number of days defined in the approval hierarchy where you are defind as the contact in this event.

5. Your notification worklist may contain many notifications. You can filter the view using the View options in the upper left. The 5 filters are:

• All Notifications – will show you all notifications, including those that are closed (already viewed or already having an action taken)

• FYI Notifications – will show you only the informational notifications (those starting with FYI, REMINDER, or ESCALATION in the Subject)

• Notifications from Me – this functionality is not currently used and will not show any notifications

• Open Notifications – will show all FYI notifications that have not been viewed as well as all To Do notifications still requiring action

• To Do Notifications – will show only To Do notifications (those starting with “Action”) still requiring action.

6. To view any FYI Notification (FYI, REMINDER, or ESCALATION), click on the link in the Subject column. After viewing the notification, click OK. The notification will now be Closed and will not show up in your Open

Notifications list – it will only show up in the All Notifications view from now on.

7. To review and approve (or reject) an invoice, from the Notification Worklist click in the Subject column on the link for any notification starting with “Action:”

These will also be the only notifications with a date in the “Due” column. This is the date by which an action must be taken before an Escalation Notification will be sent to the contact(s) named in the approval hierarchy for that invoice. You will receive a Reminder notification halfway between the Sent date and Due date, as well as another Reminder notification on the Due date.

8. After clicking on the subject line for the notification, it will pull up the invoice for you to review. The top portion of the invoice review screen will contain general invoice information:

Below this will be a section to view invoice details. If there has been an SF270 or SF271 attached to the invoice, an SF270 or SF271 button will be visible. If documents have been uploaded to the invoice as attachments, there will be a paperclip icon in the Attachments box. Below this is invoice line detail, which will include the PO distribution it is matched to as well as the remaining balance on the PO and the charge account.

Below this section will be the Action History and the Response section. The Action Histroy will give general information about when the invoice was submitted and who has previously approved it. Full Action History detail is provided in the Report “AP00334 iSupplier Payment Request Status Report”.

9. To view the SF270 or SF271 (if they were submitted by the grantee), click the SF270 or SF271 button and a PDF of the selected form will be brought up for review.

10. To view Attachments (if they were submitted by the grantee), click the paperclip icon in the Attachments box.

This will bring up the Attachments screen, where you will be able to see all uploaded attachments, the description provided by the grantee, and who uploaded it (the Last Updated By column). Although there are “Update” and “Delete” columns visible, the icons will always be “greyed out” as you will never be able to update or delete an a file that the grantee has attached and submitted.

To view the attachment, click on the link in the file name. You will be given the option to either Open or Save the attached file. When you have finished reviewing the attachments, click on the Return to Action: link to go back to the invoice details.

11. This will return you to the invoice details page. When you have completed your review of the invoice, scroll to the bottom section to take your approval action – Either Approve or Reject. In the Approval Action drop down list (show below), choose the appropriate approval action.

If you choose to Approve the invoice, you may optionally add comments into the comments box. If you choose to Reject the invoice, you are required to add comments into the comments box (such as why it was rejected, what specifically was wrong and needs to be fixed on the invoice, etc). ***IMPORTANT*** EVERTYHING typed in the comments box is immediately sent to the grantee as an email when you click Submit. Everything typed in this box should be considered and treated as official government communication.

12. After choosing your Approval Action and clicking Submit, you are finished with the review for this invoice and will be taken back to the Notifications Worklist page.

E-Invoicing Getting Started:

Website: einvoice.esc.gov (this is the website grantees use to login, access forms, and can obtain training material such as online tutorials, videos, pdf’s, etc.)

Online Training, the grantee would go to the website: einvoice.esc.gov > click on training > click on grant recipient training (right side of page) > they can register their name and they need to fill in all the blanks on the next page to get a certificate printed showing they completed training OR they can hit “skip” to bypass registering and go straight to online video tutorial; they will not receive a certificate with their name if this “skip”)

Grantee- Person responsible for creating/submitting invoices to the approver.

A grantee’s username will be a full email address such as: xxxxx@CBAIRPORT.COM

Approver- The Person responsible for approving invoices submitted by grantees. Approvers usernames are found in Delphi Production ONLY. You cannot reset an approver’s password in E invoicing system.

(Example of an approver’s username: dsmithfaa)

Supplier- The organization the grantee works for/represents. (Examples: Esler Airport, Ohio University, etc.)

E-Invoicing Process for Obtaining Access to the system:

Caller needs to contact their agency POC (We do not have a list of POC’s/Names; Caller should know who their POC is. If they are going to be handling FAA grants for example, their POC would be an FAA person)

Each grantee needs their individual username and account. They are not allowed to share accounts. If you come across someone who you know is sharing an account, please advise them to contact their agency POC and request their own access.

The caller will receive an email from Delphi workflow mailer labeled “invitation to apply.” The email has a two-step process for grantee to follow.

Step 1- Advises grantee to click on the word: “link” and answer a few questions. After the grantee completes this step, their status in E invoicing will show up under “pending approval.” (If grantee gets an error message while clicking on “link”, have them hit “F5” on their keyboard. F5 will refresh their page and resolve issue) mailto:xxxxx@CBAIRPORT.COM

Steps 2- Advises grantee to complete the PDF form and include the PIN # from the invitation, get form notarized and mail it in. This form can ONLY be mailed to address on PDF.

Faxes, emails, etc. are not acceptable.

(If grantee misplaces their PDF form, they can access a PDF form on our website:

einvoice.esc.gov > click on forms>PDF application form)

*After caller completes both steps, they will receive an email from Delphi workflow mailer with their username listed and their temporary password for accessing E invoicing* (At this point, their username is found under “approved” status because they are fully registered and we can reset their passwords for them, etc.)

RESETTING PASSWORDS FOR “GRANTEES”:

Pull up grantee by last name, username, etc under “approved” status.

Click on “view details” IF their account has an “end date” then you need to backspace and remove it completely.

Hit Apply.

After you hit APPLY, you need to pull up grantee a second time and checkmark the box that says “reset password.”

The grantee will now be emailed a temporary password that needs to be copies and pasted.

Avoid hand typing the password.

If the user has NOT been end dated, then you can go ahead and checkmark the “reset password” box and email will be sent to them.

RESETTING PASSWORD FOR FAA APPROVERS:

Log into Delphi production Click on FAA Password reset Double click on Password reset in the right column.

After the box shows up on your screen click in the username line and hit F11 to clear it out.

Plug in username and percent sign (EX: jarmstrofaa%) Hold down control key and F11 at the same time Verify your grantee’s email address If email is CORRECT, enter a temporary password in and hit ENTER

Re-enter temporary password a second time and click on the yellow/orange floppy disk at top of screen.

Now you can click on Delphi password reset template and send them their temporary password.

If their email is INCORRECT in Delphi, refer them to Delphi security officer to request email correction. ***We are NOT allowed to reset a password for someone with incorrect email address)

**** If approver has not logged into Delphi within the past 44 days, their account will not pull up for you. They MUST be referred to Delphi security officer to get their “sign in privileges” reinstated. There is nothing we can do for them until this is updated.

ERROR MESSAGES

When activating link in step 1 of the email if grantee gets error message- Advise them to click on F5 and it will refresh their page and resolve problem.

If grantee gets “fatal error has occurred” error then it means they were timed out of the system and nothing they just input will be saved unfortunately. They need to log out of the system completely and log back in.

(If they need to add attachments to their invoice, it’s a good idea to tell your caller to have the attachments on their desktop ready to go instead of scanning them while creating the invoice.

If they will have the attachments ready it helps to avoid getting timeout message).

If grantee gets “record is locked and being modified by another user” the grantee needs to log out of our system for 30 minutes and this will allow the system to unlock itself. (This generally happens if the grantee has been in and out of our system several times back to back)

If grantee clicks on our 270/271 buttons on step 3 of 4 while creating an invoice, they will get “contact your accounts payable department” error message. If this happens, caller needs to log out of e invoicing and start over with brand new invoice. They need to upload the 270/271 forms as “attachments” on step 3 of 4 instead of clicking on the website buttons. The buttons will give them problems 90% of the time. Its best to avoid them.

If grantee gets “remittance error” we need to route a ticket to our E invoicing level II and the grantee will be sent an emailed response advising them what needs to be done. (Usually when this happens, it means we are missing supplier info and our Level II will take care of advising the grantee,etc.)

If grantee gets “Internet explorer cannot display webpage” error…First, test our website by typing it in manually and make sure it works properly for you. If it works for you, then the issue is on your caller’s end.

Assist the grantee with clearing out their browsing history, have them manually type in our website: einvoice.esc.gov and login that way instead of clicking on their “saved shortcut or favorites link” Make sure they are only using Internet Explorer. Our system does not work efficiently with any other browser such as Firefox or Google Chrome, etc.

ESC Delphi Helpdesk Procedures

For ESC Delphi Password Reset Procedure or Miscellaneous/Information Requests, see articles below:

ESC Delphi – Password Procedure

ESC Delphi – Misc/Information Requests

Helpdesk Requests

ALL ESC Delphi Helpdesk Requests will come from Security Contacts. The CSC will use the following link to access:

ESC Delphi – Authorized Submitters for Helpdesk Requests

ESC Delphi – DOT and Non-DOT Agency List

If submitter is not Authorized Submitter, then Submitter will be referred to Appropriate Agency Security Contact.

There will be a link on the Delphi Homepage for the ESC Delphi Helpdesk Request form. All requests should come in on this form.

Helpdesk Request emails will come to the mailbox with the subject line:

ESC Delphi – Helpdesk Request – Agency - Priority

ESC Delphi Helpdesk Request:

• All ESC Delphi Helpdesk Requests will be logged the same

• Use Remedy Template “ESC Delphi – Helpdesk Request” These Incidents will assign to the ESC Delphi Level 3 General Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – Helpdesk Request – Emergency” These Incidents will assign to the ESC Delphi Level 3 General Emergency Queue

• Primary contact will be entered as Customer in Remedy

• Secondary contact will be entered a Contact in Remedy

• All attachments will be included with the Remedy Incident

• Subject line of email will be copied and pasted into

Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

• Open Helpdesk Request attachment and Paste “Problem

Description” into Notes field as well

• OP CAT Tier 3 will be populated with appropriate agency or

Global

Access Requests

ESC Delphi Access Requests include Access, Modifies and Inactivates and Reactivates.

For FAA Delphi Access Requests, go to document:

FAA Delphi Access Request Procedures

ALL Access Requests for PROD, Test or XFIN MUST be received from an appropriate Security Officer. Security Officer List is on a link on the Delphi Homepage. Test Security Officers are under the red line.

Emails will come to Delphi Mailbox with Subject lines:

ESC Delphi – Access Request - PROD or XFIN or Test Instance or Serena or SOA PROD or SOA Test – Agency or Multiple Agencies

Access Requests – PROD and XFIN:

• Requires signed UAR from Appropriate Delphi Security Officer. UAR will be attached to Remedy Incident.

• Use Remedy Template “ESC Delphi – PROD or XFIN – Access Request” These Incidents will assign to the ESC Application Admin Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – PROD or XFIN – Access Request – Emergency” These Incidents will assign to the ESC Application Admin Emergency Queue

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

• Names of users on each UAR will be listed at top of the

Notes Field

• OP CAT Tier 3 will be populated with appropriate agency or

Global

Access Requests – Test Instances:

• Requires signed UAR from Security Officer. A spreadsheet can be attached to email along with UAR from Appropriate Delphi Security Officer. Both will be attached to Remedy incident.

• If requests comes in from other than a Security Officer and user does not know who Security Officer is, then Incident will be logged as described below

• Use Remedy Template “ESC Delphi – Test – Access Request” These Incidents will assign to the ESC Project Admin Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – Test – Access Request – Emergency” These Incidents will assign to the ESC Project Admin Emergency Queue

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

Notes Field

• OP CAT Tier 3 will be populated with appropriate agency or Global

Access Requests – Serena:

• Requires signed UAR attached to email from Appropriate Delphi Security Officer

• Use Remedy Template “ESC Delphi – Serena – Access Request” These Incidents will assign to the ESC Application Admin Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – Serena – Access Request – Emergency” These Incidents will assign to the ESC Application Admin Emergency Queue

• All attachments will be included with the Remedy Incident

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

• Names of users on each UAR will be listed at top of the

Notes Field

Access Requests – SOA PROD:

• Requires signed UAR attached to email from Appropriate Delphi Security Officer

• Use Remedy Template “ESC Delphi – SOA PROD – Access Request” These Incidents will assign to the ESC Application Admin Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – SOA PROD – Access Request – Emergency” These Incidents will assign to the ESC Application Admin Emergency Queue

• All attachments will be included with the Remedy Incident.

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

• Names of users on each UAR will be listed at top of the

Notes Field

• OP CAT Tier 3 will be populated with appropriate agency or

Global

Access Requests – SOA Test:

• Requires signed UAR OR Spreadsheet attached to email from Appropriate Delphi Security Officer

• Use Remedy Template “ESC Delphi – SOA Test – Access Request” These Incidents will assign to the ESC Project Admin Queue

• If Priority on Subject line is NOT Emergency or Critical, CSC will match priority of ticket to what is on Subject Line. If no priority is given on Subject Line, CSC will cause priority of ticket to be Low.

• If request is Emergency or Critical, then use Remedy Template “ESC Delphi – SOA Test – Access Request – Emergency” These Incidents will assign to the ESC Project Admin Emergency Queue

• All attachments will be included with the Remedy Incident.

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Incident

• Body of email will be copied and pasted into Notes field

• Names of users on each UAR will be listed at top of the

Notes Field

FAA Delphi Access Request Procedures

07/10/2020

FAA Delphi Access Requests will include Access, Modifies, Inactivates, Reactivates and Deletes.

For ESC Delphi Access Request Procedures go to document:

ESC Delphi Helpdesk Procedures

To reference the process to add UAR attachments to Remedy tickets, got article KBA00031506 – Adding attachments to Remedy tickets. Article is also attached to this article under the Details tab in Remedy

All FAA Delphi Access Requests MUST be received from an appropriate Security Officer. Security Officer List is on a link on the Delphi Homepage. Test Security Officers are under the red line.

Access requests for FAA Delphi will have a subject line of:

“FAA Delphi – Access Request – PROD”

• Use Remedy Work Order Template “ABA – FAA Delphi Access Request”

These Work Orders will assign to the ESC Application Admin queue

If Subject line is notated with Emergency or Critical:

• Use Remedy Work Order Template “ABA – FAA Delphi Access Request – Emergency.

These Work Orders will assign to the ESC Application Admin Emergency queue.

• CSC agent will check UAR to ensure all required fields are populated

• CSC agent will ensure that no more than 5 UAR’s are attached on one email from Security Officer

• If more than 5 UAR’s on one email OR ALL required fields not populated on any UAR, CSC agent will send entire email back to Security Officer with specific reason and ask that it be corrected and returned.

• Subject line of email will be copied and pasted into Summary Field of Remedy Work Order

• Body of email will be copied and pasted into Notes field

Notes Field

FAA Delphi Access Request for Test Instances:

Effective 10/2/17:

All Access requests for Test instances for FAA Delphi will be logged as Work Orders in Remedy by the Test Security Officers.

Any email received at the Service Desk will be replied to with the following verbiage:

Effective 10/2/17, ALL access requests for Test instances for FAA Delphi will be logged as Remedy Work Orders by the Test Security Officers.

Any questions should be directed to either Justin Nguyen or Barbara Baird.

How to Reset Delphi Passwords

• Page1 How to Reset FAA DELPHI Passwords RCMPT.doc Implemented: mm/dd/yy Printed 03/24/22

1. How to Reset Delphi Passwords - OASB and Production:

This process can be followed for all Delphi agencies (GAO, NCUA, CPSC, etc)

NOTE: DELPHI is normally up Mon-Sat from 0500-2000 CST unless month end, year end, or special processes are running.

**If, after normal business hours, you run into problems logging into DELPHI to reset a password or you cannot find the password reset responsibility after you log in please call someone from the CSC Delphi for assistance before calling the AA on call.**

The Helpdesk does not have access to reset DEVR, FDEV or MART passwords for DELPHI. These Are Test Instances that must be reset by an Application Administrator.

For these and all pw resets other than OASB, FAA Production, and the Delphi Agencies that are supported by the CSC, refer them to their Delphi Security Officer.

If it happens to be after hours, refer to the AA on call from the DELPHI Technical call back list sent out every week in email. If the user needs a password reset after normal business hours, first ask the caller if they can wait until the next business day since you will have to page someone at home. If they can’t wait, page the AA on call and open a Password Reset Request and forward the ticket to Tier 2. If you have a problem with resetting a pw in Production or OASB refer them to their security officer.

We have access to reset passwords for two instances OASB and the production side of DELPHI. To get to these applications either type the URL into your web browser or click on the address below.

• For Test OASB/UATX enter the URL https://delphiappsdev.esc.gov:22799/oa_servlets/AppsLogin

A logon screen will immediately pop up. (This is also on the Sandbox)

• For Production enter the URL http://delphihome.esc.gov/

Click on the DELPHI Access button

1. You will have to check the box for Rules and Conduct on the production side (the test logon page will not ask for this)

2. Enter your own FAA Delphi User Name (example: xxxxxx) and password in the appropriate fields.

3. Click "Connect"

4. In the list of Responsibilities select "FAA Password Reset"…