1. Tenrox Basics
Brightpoint
IT Quality and Compliance
Version 3.0
Date 6/10/2010
FINAL DRAFT

3. Tenrox Basics
Table of Contents
Tenrox Overview.............................................................................................................................1
How to Access Tenrox................................................................................................................1
How to Access Your Work List...................................................................................................2
How to Create and Initiate a Ticket.............................................................................................2
Log into Tenrox...........................................................................................................................2
How to Search for a Ticket.........................................................................................................3
My Entries..................................................................................................................................3
Basic Tenrox tickets...................................................................................................................4
Hardware / Software Requests...............................................................................................7
System / Data Change Requests...........................................................................................8
Security Requests................................................................................................................12
Password Resets.................................................................................................................12
User Modification Requests..................................................................................................13
Information Requests...........................................................................................................15
Appendix A...................................................................................................................................17
Authorization Signatures..........................................................................................................17
Appendix B...................................................................................................................................18
Document Information..............................................................................................................18
Contact History.....................................................................................................................18
Revision History...................................................................................................................18
Quality Assurance Review Log.............................................................................................18
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5. Tenrox Basics
Tenrox Overview
How to Access Tenrox
Tenrox can be accessed from Brightpoint’s Br.I.C.K. webpage.
Click the Tenrox link in the left navigation pane:
Tenrox will open to your default page:
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6. Tenrox Basics
How to Access Your Work List
Your Work List in Tenrox includes all of the tickets that are currently assigned to you. It is important that you
check this list daily to ensure tickets are being processed in a timely fashion.
To access your Work List, log into Tenrox and click Processes > Work List from the dropdown menu:
How to Create and Initiate a Ticket
Log into Tenrox
Select the correct workflow under Processes from the Tenrox Process Menu
Select New from the Tenrox Ticket Menu
Fill out required fields denoted by an asterisk (*)
Click Save from the Tenrox Ticket Menu
Tenrox will assign a Tracking # to your ticket
The new ticket will appear in your Tenrox Work List
Select the appropriate action to move the ticket to the next step from the Action dropdown menu
Click Save from the Tenrox Ticket Menu
The new ticket will be promoted to the next stage of the workflow and leave your Work List
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How to Search for a Ticket
There may be times when you would like to view a Tenrox ticket. Follow the instructions below to search for
a Tenrox ticket.
Log into Tenrox and click Processes > Search.
Select the criteria in which you would like to search by in the Search by field
Enter search criteria (complete or partial tracking number, username, key word, etc.) in the For field.
Click the to initiate search.
To open the ticket, click on the tracking number of the ticket you want to open.
The Ticket will appear in a new window.
My Entries
Go into the workflow where you would like to search
Click on the My Entries hyperlink
Tenrox will list all tickets you have created in that workflow
Sort by the column header hyperlinks to locate tickets easily
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8. Tenrox Basics
Basic Tenrox tickets
The table below indicates the high level process, workflow type, description, and common
scenarios that would use the workflow. Tenrox has 9 active workflows that were organized into 5
separate processes. Below is a listing of all the work flows supporting by process.
 Change Management Request
o Admin Change Request
o System/Data Change
 Hardware Software Request
o Hardware/Software Request
 Human Resource Request
o User Add Request
o User Modifification Request
o User Org Change Request
o User Remove Request
 Information Request
o Information Request
 Security Request
o Data Center Access
o Firewall Change Request
o Password Reset
Process Work Flow Description Common Scenarios that would use the Work
Flow
Change Admin Change The Admin Change Request is used • I need to update a user ID to access BPO returns
Management Request when a change is needed to administration
Request Brightpoint Online (BPO) or one of our • I need to update a user ID to view all accounts
customer hosted websites such as registered in the Sprint/Nextel store.
Sprint, Boost, Tracfone, Cricket or • I need to remove CDM8932M from the Metro site
Metro. • Add the following disclaimer to the detail page for
the following offer on the Virgin site
• Remove LG125 from STi Mobile site
Change System-Data The System-Data Change workflow is • Remove negative allocation from V4-119-192-10
Management Change used when you are requesting a • PO # change on inbound ASN file
Request system change to on a BPNA • Please create a database process for loading sales
application or modification to orders to JDE to replace the file based
production data. This workflow also methodology.
facilitates issues that require IT • Update Suncom order File to allow additional
intervention to resolve. characters in detail line
• Credit card auto-apply incorrectly posting RB’s
• Change name on STi Mobile Monthly Ship Advise
Rpt
• Set up ftp account for Cricket's new handset vendor
Calcomp.
• Request to setup Address Book Category Fields 4,
5, & 6, in JDE to support process change as part of
Evavi implementation
• I need to have J.D. Edwards restarted on Bright21
Hardware/Software Hardware/ The Hardware/Software request • I need to order a new laptop
Request Software Request workflow is used when you need to • I need Visio installed on my PC
request hardware, software, or
• My phone extension doesn’t display my name
equipment assistance. This workflow
correctly
also facilitates requests that require
technical assistance from the IT • Break/Fix Requests
infrastructure team including: UNIX, o toner replacement
Windows, Telecommunication, o mouse/keyboard/monitor failure
Networking and Server support o We need an overhead projector in
conference room 243 for a 4:00pm
meeting on Tuesday
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Process Work Flow Description Common Scenarios that would use the Work
Flow
Human Resource User Add The User Add request is used by • Kristi Beyer will be starting on 11/12 and will need a
Request Request Human Resources to request a NT NT user account created.
user ID to access the Brightpoint • New TEMP in DEPT 1397/138
Network. This workflow is also used
to request user IDs for the warehouse  Create Fourgen account kbeyer granted
staff that are requesting Endura or "je", "oemgr", and "readonly" access.
Provia ID’s but don’t’ require a NT  Create Provia Airtech account kbeyer for
login to access these applications. ROUSR access.
Human Resource User Modify The User Modify Request is used • Please extend klawson user access in J.D.
Request Request when a change is needed to an Edwards to 12/1/2007
existing Brightpoint user account. • Please setup the following users with Tenrox user
This workflow also facilitates requests accounts, their managers, and department have
for new user application ID’s for been included in the request.
employees or temps that already have • Need Access to P12102 FORM W12102A with
a Brightpoint account. To ensure we access to perform global updates on exit row bar on
have the correct authorization needed JDE
for J.D. Edwards system changes and • Lucy needs Fourgen access to path 2, 3, 1, n, b
requests, this workflow is used to • I need R98OWSEC added to my JDE menus.
update, add or remove functionality to • I need Read/Write access to a folder on the J Drive
any of the JDE menus or Groups.
• Need access to application (Provia, JDE, etc.)
Human Resource User Org Change Used when an employee transitions • John Doe is transitioning from the Auditor position
Request Request from one organizational role to at Corporate (Corporate Domain) to the Finance
another. This requires all current user Manager position at Airtech (Brightpoint domain)
IDs and system access to be
disabled, and then create new system
IDs and access to reflect their new
position. These requests are used to
keep organizational and department
charts up-to-date
Human Resource User Remove The User Remove request is used by • Please remove employee from all Brightpoint
Request Request Human Resources to request the systems
removal of a user from all systems in
the result of termination.
Information Information The Information request is used to • Need an update on Tenrox ticket
Request Request document questions asked to the • Kristi Beyer called to have Fourgen sessions killed
Tech Team or other IT departments.
• Fourgen is not registering the up and down arrow
keys. This is not related to one particular screen.
This has been happening for 2 weeks now, and she
needs to be able to move in fourgen
• Need the GIS team to research issue for T-mobile
Security Request Data Center The Data Center Access workflow is • Add Tim Harris to all IT Data Center and Data
Access used to request access to the Data Center storage rooms.
Center. All external resources that • Remove John Simms access to all Data Center
need access to the data center must rooms
be escorted by an authorized • Brent Duke will need access to the Louisville Data
Brightpoint employee. Center
Security Request Firewall Change The Firewall Change Request is used • Please add firewall rule to redirect incoming Sprint
Request to facilitate any changes needed to traffic to light2
Brightpoint’s firewall. • Need to add IPs to existing rules #15, 16, 17
• Edit firewall rules to allow 168.215.84.145 to
resolve externally to the internal ip address
172.18.96.76
• Create new rule set for new Miami (MIA)
Firewall installation
• Allow new WFAPP servers to communicate
with internal resources
• Allow ADP to connect to select hosts via Citrix
GoToAssist protocols
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Process Work Flow Description Common Scenarios that would use the Work
Flow
Security Request Password Reset The Password reset change request • Need to have my JDE password reset
is used to facilitate all password reset
• Do not know my voicemail password, and need a
issues. The workflow is when users
new Password
are locked out of Brightpoint systems,
• Need to reset my password for GetPAID
do not remember their current
passwords, or have not reset
passwords within the appropriate
timeframe and can not access the
application.
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Hardware / Software Requests
Click Processes > Hardware / Software Requests > Hardware / Software Request
FYI – Hardware / Software tickets are denoted by starting with ‘HWSW’
Click New to create a new ticket:
The Hardware/Software ticket window will appear. All fields with an asterisk (*) are required fields.
- Cube/Office Number: Enter your desk location
- Facility: Select Location from list
- Phone Extension: Enter your phone extension
- Select Hardware needed (if any): AV Equipment, Laptop, Mouse, Phone, Printer, Standard PC
- Select Software needed (if any): See list available (Adobe, Visio, Cronos, Provia LDC, etc.)
- Summary: Brief description of service needed
- Optional:
o Deadline: Select a reasonable deadline (try to keep at a week in advance)
o Business Domain: Select your Business Domain from list (BPNA, BPLA, CORP, etc)
o Comments: More detailed description of service needed: Include “Who, What, When,
Where, Why”
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After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top
left field named, Tracking #.
In the field called ‘Action’ in the top right, click the dropdown menu and select the option that best suites your
request:
 Choose A1a for additional / new software/hardware requests (requiring manager approval)
 Choose A1b for break/fix workflow if you need desk side technical support
 Choose A1c for loaner workflow if you need loaner equipment such as a laptop or projector
**Please note that ticket will not progress in the workflow until you select an action and click Save
If you are Manager and this ticket has come to your Work List, review the ticket and if approved, click the
same dropdown menu to move to the next approval level then click Save
System / Data Change Requests
Click Processes > Change Management Request > System/Data Change
FYI – System/Data Change Requests are denoted by starting with ‘SYDB’
Click New to create a new ticket:
The System/Data Change ticket window will appear. All fields with an asterisk (*) are required fields.
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13. Tenrox Basics
- Deadline: You may select a reasonable deadline (try to keep at a week in advance)
- Process: Select Business area where the change will affect
- Phone Extension: Phone number where you can be reached
- Facility: Location for change or your location (important for Provia issues)
- Description: Specific description of change requested: Include “Who, What, When, Where, Why”
- Summary: Brief description of change requested
- Optional:
o Customer: Select Customer from menu
o Comments: Any additional comments
After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top
left field named, Tracking #.
In the field called ‘Action’ in the top right, click the dropdown menu and select for Managerial approval.
**Please note that ticket will not progress in the workflow until you select an action and click Save
If you are Manager and this ticket has come to your Work List, review the ticket and if approved, click the
same dropdown menu to move to the next approval level then click Save
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14. Tenrox Basics
The SYDB Processes
Processes were created to better-direct requests from the business. Do not select options other
than those found under the Processes Header. If the process begins with “Do Not Use,” please
do no use it. These are INACTIVE processes. Please review the last section of this document to
review which resources are assigned to these new Processes.
Business Intelligence: WebFOCUS, Serialization
Compliance: Compliance-related requests (SOX, SAS70, ISO)
Customer Management: Order Management, Sales Order Reporting
eBusiness: Brightpoint Online and Brightpoint Direct requests (Websites)
Enterprise Architecture: GIS and outbound interface requests
Financial Management: Accounts Receivable, General Finance/Accounting, AP
New Customer Integration: New Client IT Integration
Operations: All Provia issues for all locations, T-Mobile
PMO: Project Management-related requests (replaces Project Initiation path)
Quality: Tenrox System changes, Change Management
Reverse Logistics: Returns, RAs, RMCS Reports
Shared Services: Infrastructure, UNIX, Windows, Database Administration
Supply Chain Mgmt: Forecast/Planning, Inventory, PIM, Purchasing, Receiving/Inbound ASNs
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15. Tenrox Basics
SYDB Process and Role Assignments
Process Resources assigned to Role Process Resources assigned to Role
PMO Chris Scott Compliance Cindy Cushman
Katie Ritz Dan Churchill
Marty McLaughlin Ben Hiney
Customer Management Scott Terrell Jeff Bradberry
John Mroch Shared Services Rick Mahoney
Mike Wallace Luis Alfaro
Financial Management Scott Terrell Tim Harris
Susan Woodling Robert Akonji
Treana Fields Joe Greene
Curtis Beck Steve Brown
Mike Teders Jack Nichols
e-Business Johan Hallgren Brian Dickerson
Josh Guptill Dan Shickell
Martin Bunen Operations Shawn Williams
Adela Tomus Chuck Pandya
Jarrod Lannan Juan Gaitan
Sachin Patil John Bryan
Randall Jackson Jacob Rillema
Supply Chain Mgmt Steve Buczkowski Steve Gilliam
Mike Teders Yogi Pandya
Curtis Beck Diane Huntsman
Mike Wallace Business Intelligence Dan Watkins
Mandy Massie Kip Kime
New Customer Integration Scott Pelance Tammy Hoefling
Shawn Williams Ben Becker
Reverse Logistics Steve Buczkowski Ravi Pinnamneni
Jose Acosta Quality Cindy Cushman
Andy Sikes Ben Hiney
Steve Gilliam Tim Troxell
Enterprise Architecture Gourav Pani Derek Starnes
Randy Bond Michael Taylor
Andy Green
Mike Wallace
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16. Tenrox Basics
Security Requests
Password Resets
Click Processes > Security Request > Password Reset
FYI – Password Reset tickets are denoted by starting with ‘PASS’
Click New to create a new ticket:
The Password Reset ticket window will appear. All fields with an asterisk (*) are required fields.
- Deadline: You may select a reasonable deadline (try to keep at a week in advance)
- Summary: Brief description of Password Reset Request (include username, application and whether
you just need the account unlocked or password completely reset)
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After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top
left field named, Tracking #.
In the field called ‘Action’ in the top right, click the dropdown menu and select Password Reset.
**Please note that ticket will not progress in the workflow until you select an action and click Save
User Modification Requests
Click Processes > Human Resource Request > User Modification Request
FYI – User Modification tickets are denoted by starting with ‘UM’
Click New to create a new ticket:
The User Modification Request ticket window will appear. All fields with an asterisk (*) are required fields.
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18. Tenrox Basics
- Deadline: You may select a reasonable deadline (try to keep at a week in advance)
- First Name: Enter the first name of the person you are entering the ticket
- Last Name: Enter the last name o f the person you are entering the ticket
- User ID: Enter User ID for the person you are entering the ticket
- Manager: Select the person’s manager’s name from the list
- Phone Extension: Enter phone extension for the person you are entering the ticket
- Employee Type: Select from BPCorp Employee, BPNA Employee, Consultant
- Activate Date
- Deactivate Date
- Summary: Brief description of change requested
- Comments: More detailed description of change needed: Include “Who, What, When, Where, Why”
After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top
left field named, Tracking #.
In the field called ‘Action’ in the top right, click the dropdown menu and select for Managerial approval.
**Please note that ticket will not progress in the workflow until you select an action and click Save
Manager Decision Tree for User Add and User Modification Requests
To assist in making a decision when selecting an approval path, the following table outlines the approval
path for the level of access requested:
If you are Manager and this ticket has come to your Work List, review the ticket and if approved, click the
same dropdown menu to move to the next approval level then click Save
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19. Tenrox Basics
If system access request is for: Select:
Evavi Only “Evavi Only”
JDE Only
JDE and Evavi
JDE and Evavi and/or Endura “JDE / Evavi”
Endura Only
Endura and Evavi “Endura”
BPLA JDE Only
BPLA JDE and Evavi
BPLA JDE and Evavi and/or Endura “BPLA JDE / Evavi”
Other access that does not require
“Submit to Master Change”
controller approval
User Add Request Tickets: Reminder of Steps to take:
 Verify information on ‘General’ tab (HR enters)
 Complete ‘System Accounts’ tab
 Complete ‘ HWSW Setup’ tab
 Choose correct approval path from Action dropdown
 When the ticket comes back to you for User Acceptance:
 Review notes made in comment section
 Verify the access granted matches the access requested
 Accept change to close ticket
User Modification Request Tickets: Reminder of Steps to take:
 Complete the ‘General’ tab with requested access
 Submit for Manager approval
 Your approving manager will then:
 Choose correct approval path from Action dropdown
 When the ticket comes back to you for User Acceptance:
 Review notes made in comment section
 Verify the access granted matches the access requested
 Accept change to close ticket
Information Requests
Click Processes > Information Request > Information Request
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FYI – Information Request tickets are denoted by starting with ‘INFN’
Click New to create a new ticket:
The Information Request ticket window will appear. All fields with an asterisk (*) are required fields.
An Information Request is primarily used to request status of a previously-submitted ticket from Tech Team.
After filling out the ticket, click Save at the top. A ticket number will be assigned and will appear in the top
left field named, Tracking #.
In the field called ‘Action’ in the top right, click the dropdown menu and select to Submit Question.
**Please note that ticket will not progress in the workflow until you select an action and click Save
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21. Tenrox Basics
Appendix A
Authorization Signatures
Project signatures below indicate that this document is a final version that is ready to be read and approved
by the appropriate BRIGHTPOINT project sponsor.
Project sponsor signatures indicate that the document has been read and has been approved.
Project Signatures Project Sponsor Signatures
Name: Project Manager Name: Project Sponsor
Date Date
Name: Project SME Name: Project Sponsor 2
Date Date
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22. Tenrox Basics
Appendix B
Document Information
Contact History
The table below provides resource contact information for all employees and contractors who provided or
validated information in this document
Name Company E-Mail Phone
Ben Hiney Brightpoint Ben.hiney@brightpoint.com 317-707-2771
Revision History
The table below provides a the document revision history including the resource, date, version number and
description of major document revisions
Resource Date Version Description
Ben Hiney 09/21/07 1.0 Created document
Ben Hiney 10/02/07 2.0 Edited document for review
Ben Hiney 03/05/09 3.0 Updated Documentation
Quality Assurance Review Log
The Quality Assurance Review Log provides a listing of all resources that reviewed and approved sections
and versions of this document. When appropriate Subject Matter Experts were leveraged to provide
feedback and approve sections of the document that relate to their areas of expertise. The review and
approval of these quality assurance measures are being tracked in the table below.
Reviewer Quality Role Sections Versions Approvals
Reviewed Received Received
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