1 TechOnline Version 2.0 Bank Users Guide TechOnline User Guide 2 Copyright Notice 2006-14 Infosys Limited, Bangalore, India.All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies tothetrademarks,productnamesandsuchotherintellectualpropertyrightsmentionedinthis document.Exceptasexpresslypermitted,neitherthisdocumentationnoranypartofitmaybe reproduced,storedinaretrievalsystem,ortransmittedinanyformorbyanymeans,electronic, mechanical,printing,photocopying,recordingorotherwise,withoutthepriorpermissionofInfosys Limited and/or any named intellectual property rights holders under this document. This document is written and produced by Communication Design Group of Infosys Limited. Release Version 2.0 Document Version 1.0 December, 2014 Infosys Limited Electronic City, Hosur Road, Bangalore 560 100, India. Website: http://www.infosys.com TechOnline User Guide 3 Revision and SignoffThis document version is written and updated by: DateAuthor, RoleDoc VersionChange summary 14-07-2014Savitha Nayak, Content Architect Pushpalatha Kowlgi, Content Architect Deepali Bhardwaj, Sr. Content Lead 0.1Initial draft. 01-12-2014Deepali Bhardwaj, Sr. Content Lead0.2Technical review changes. 05-12-2014Savitha Nayak, Content Architect1.0Technical review changes, moved Copyrights page to Page 2, added Revision Table, aligned the Contents table, and base-lined.TechOnline User Guide 4 ContentsGet to know the features6 Dashboard6 Inbox6 New Request6 Admin6 Reports6 Advance Search6 Settings6 Help7 Announcements7 Tech Support7 FAQs7 Roles and Responsibilities8 About this guide9 Audience9 Business Process10 How do I raise a new request?11 How do I provide a clarification?13 How do I accept a restoration?15 How do I accept a patch?17 How do I accept an RCD request?19 How do I close or re-open a request?22 Reports25 SLA-Created Report26 TechOnline User Guide 5 SLA Modified Report27 Age-Analysis Report28 Customer Reopen Report30 Customized Report31 Glossary33 TechOnline User Guide 6 Get to know the features YoucanmakethemostoftheTechOnline[TOL,hereinafter]features,suchasDashboard,Settings, Advance Search, Announcements, Inbox, New Request, Admin, Reports, FAQs, Help. Heres how. Dashboard Dashboard is where you can find everything you want to do and monitor in TOL. The window to access your Inbox, Requests, etc. is by clicking the Dashboard menu.Inbox Inbox contains all types of requests raised and assigned for resolution, clarification, consultation, review and approval, release, etc. accessible based on your role. Click the Inbox menu to view the following sub menu: My Requests, Service Inbox, RCD Action Summary, Reviewer Action Summary, etc.New Request Customers facing an issue with a Finacle product or its module log a request to have it resolved. The service team members, acting on behalf of the customers, can also log such a request. The request is assigned to the service team or its team member to take ownership. The assignee endeavors to resolve the issue directly or through consultation. Click New Request on the main bar of the Home page to view the New Request page.Admin This is the Group Administrators hub of critical functions - of managing the TOL users and their roles; activatingandde-activatinggroups;mappingpartners-banks-products-versions,etc.;creatingand managingannouncements.ClicktheAdminmenutoviewthefollowingfeatures:CreateUsers, Announcements, Master Setup, Master Map, Service Management, and Service Administration. Reports ThestandardandcustomizedTOLreportshelpyouquickly catchthepulse ofthereal-timeservice patterns,performance, andtrendsthroughvariousmetricsand analysis.ClicktheReports menu to view the following reports: SLA-Created Report, Monthly Status Report, Customized Report, etc. Advance SearchYou can search for your requests using certain search criteria, such as the time period during which the request was logged or modified, its status, category, product, SLA, etc. You can also perform the search basedonthekeywordsusedinproblemdescription,comments,clarifications,etc.Iftheyexist,the system fetches matching records. Click the Advance Search menu to view the search page. Settings Settings is a handy feature to customize certain TOL user interface characteristics. Click theSettings icon on the main bar. Use the Preferences option to personalize your time zone and list page view. TechOnline User Guide 7 Help Help has a lot of information about the application and the procedural steps to get you started and running with the everyday routines performed usingTechOnline. You can find theHelp icon on the menu bar of the Home page to view the contents.Announcements You can view all the notifications using the quick links listed in theAnnouncements widget on the Home page. Tech Support TheTechSupport widget providesthe contactdetailsof theInfosysserviceteamin.TOLstrives to provide best user experience to our customers. Click the Feedback link in the widget to facilitate our continued efforts to improve TOL and to share your experience of using the TOL application.FAQs YoucanoftenfindanswerstoyourquestionsinFAQs.Ifnot,youcanraiseaquestionandgeta response from the service team. Click the quick links listed in the FAQs widget on the Home page. The access to most of the above features is decided by role-based functions assigned to the TOL users. TechOnline User Guide 8 Roles and Responsibilities The bank user roles of Bank Admin and Bank User in TOL are accompanied with certain functions as outlined in the following diagram: The ensuring sections describe the steps to accomplish them.So, let us get started. TechOnline User Guide 9 About this guide ThisguideprovidesanoverviewoftheTechOnlineapplication,outlinesitsfeatures,flow,andthe procedure to use the user interface. The guide aims to enhance the user's experience through: Scenario-based approach to assist in understanding role functions Workflow diagrams and images to relate the content better Notes to highlight certain behavioral patterns of the user interface Audience This guide is intended for bank customers. Please refer to theRoles and Responsibilities section for more details. TechOnline User Guide 10 Business Process TOL uses standard workflows for its entire business process to ensure that all steps are sequentially and correctly completed. The following are the workflow-based scenarios, which are described in the ensuing pages: How do I raise a new request? How do I provide a clarification? How do I accept a restoration? How do I accept a patch? How do I accept an RCD request? How do I close or re-open a request? TechOnline User Guide 11 How do I raise a new request? A bank requestor logs in a new request and the depending on the type of the service, the new request is assigned to the specific service team. This is the primary task that takes us to the main process flow. Raise and Assign a RequestA bank requestor logs in a new request and the depending on the type of the service, the new request is assigned to the speci fic service team.

Procedure 1.Click New Requests to log a new request. The new request goes to the service team to service the same. Request Clarification Log New Request Evaluate Request Assign to Service Team Member Start Clarification Needed? Patch Needed? RCD Needed? Restoration Needed? Request AcceptanceRequest AcceptanceRequest Acceptance Infosys Service Team Member / Assignee Bank Requester 1 2 3 TechOnline User Guide 12 TechOnline User Guide 13 How do I provide a clarification? This feature in TechOnline aims at capturing all the details relevant for an issue reported to the service team. These details major or minor - can be vital in addressing the issue. While efforts are made to capture all the relevant details when the request is raised by the bank requestor, this feature enables the service personnel to get a better understanding of the issue and, therefore, a suitable resolution. When a need for clarifications arises, an expert service team member directly seeks clarifications from the requester.Whereas, aregularserviceteammember appliesto the expertforapproval.TheSLA timer is paused when the request is awaiting clarifications and resumes when they are being sent and received. Procedures On receiving the approved request from the expert user, open InboxMy Requests page to view and respond to the assignees query. 1.Enter your clarification on the Request Details page and send it to the assignee. The escalation timer resumes. Until you respond to the request with your clarification, the escalation timer remains paused and your request displays the following status: Open with Bank - Pending Clarification. TechOnline User Guide 14 TechOnline User Guide 15 How do I accept a restoration? Restoration is the fastest stop-gap resolution that the service team member can provide on case-to-casebasis.Theaimistoenablethecustomerresumeproductionactivitiesby minimizingthewaittimerequiredfordeployingaformalpatchorsimilarfull-fledged resolution. An expert service team member can directly initiate restoration. Whereas, a regular service teammemberreferstotheexpertforapproval.Therestorationisthenpursuedfor customer-acceptance. Procedure 1.You will receive the approved request from the expert user. Open InboxMy Requests page to approve or reject the fix. 2.You can accept or reject the fix. While the request is on wait for your acceptance, the escalation timer pauses. i.Ifsatisfiedwiththerestoration,clickAcceptontheRequestDetailspage.Theapproved request goes to the assignee to implement restoration. The escalation timer resumes.ii.If rejected, the request goes back to the assignee and the escalation timer resumes. Until the request remains in your inbox, the request displays the following status: Open with Bank - Restoration Clarification. TechOnline User Guide 16 TechOnline User Guide 17 How do I accept a patch? ApatchisaformalresolutionforanissueinaFinacleproductormodule.Itinvolvesdevelopment effortformodifyingtheexistingproductfeaturestoresolvetheissue.TheCCBteamevaluatesthe need for patch and approves accordingly. Based on the parameters necessitating the patch, a recon can follow if the issue is diagnosed as pervasive across modules. The SLA clock is tweaked according to the agreed timelines for a patch. Procedure On completion of the patch, you will receive the patch details for approval. On closing a normal patch, the patch release note is pushed to TOL as an attachment. Therefore, it is critical that you are online on TOL when the patch is being closed. 1.On receiving the patch, click InboxMy Requests to close or re-open the same. i.If the patch is acceptable, click Close on the Request Details page. The system prompts for confirmation. ii.The system prompts for confirmation. Click Confirm Close. The status of the request displays: Closed by Bank. Both the timers stop. iii.If you confirm the closure within the stipulated time, the status of the request displays: Closed by Bank Closed by Bank. Otherwise, the status displays: Closed by Bank Auto Closed. Also, the escalation and auto-close timers stop instantly. Until the request remains in your inbox, the request displays the following status: Open with Bank Closed by Infosys. 2.Click Reopen on the Request Details page to re-open the closed patch. The patch request goes back to the assignee and the entire procedure above repeats. If you respond within the auto-close duration, the status of the request displays: Closed byBankClosedbyBank.Otherwise,thestatuschangesto:ClosedbyBankAuto Closed. The escalation timer resumes and auto-close timer stops. Until the request remains in your inbox, the status of the request remains: Open with Bank Closed by Infosys. TechOnline User Guide 18 TechOnline User Guide 19 How do I accept an RCD request? A request for an RCD is raised by a service team member for an issue that has a potential effect upon a product version used by customers. The decision for an RCD undergoes multiple evaluations at the account level to assess the necessity for a patch. The RCD patch so developed is tracked to closure, post which customer acceptance is sought. SLA timers are tweaked according to agreed timelines. Procedure When you receive the patch details from the ITL drive, the escalation timer pauses and the auto-closure timer starts. Click InboxMy Requests. Displays the Request Details page.1.Respond to the request closure. TechOnline User Guide 20 i.Ifthepatchisacceptable,clickCloseRequestontheRequestDetailspagetoclosethe request. If you respond within the stipulated auto-close time, the request is closed subject to confirmation. ii.The system prompts for confirmation. Click Confirm Close. The status of the request displays: Closed by Bank. Both the timers stop. iii.Ifyourespondwithinthestipulatedtime,thesystemclosestherequest.Thestatusofthe request displays: Closed by Bank. The escalation and auto-close timers stop. iv.If you fail to respond within the auto-close time interval, the request gets automatically closed. The status displays: Closed by Bank- Auto Closed. The escalation timer and the auto-close timer stop instantly. 2.If dissatisfied with the patch, click Reopen on the Request details page. The request is re-opened and sent back to the service team member or assignee. The above procedure repeats. If you re-open the request, the escalation timer resumes and the auto-close timer stops. Until you respond, the request remains in your inbox with the status: Open with Bank Closed by Infosys. The escalation timer remains paused and the auto-close timer starts. TechOnline User Guide 21 TechOnline User Guide 22 How do I close or re-open a request? When a request fulfills its need for which it is raised, the service team initiates its closure and sends it to the bank requestor. If the fix is acceptable, the requester can confirm its closure; else re-open. Exception: The requester fails to respond within the auto-close duration specified in SLA for the request. Procedure 1.Click InboxMy Requests to view the status of your request as updated and received from the expert user. Displays the Request Details page. The status of the request displays: Open with Bank - Closed by Infosys at this stage. Also, theescalationtimertops.Auto-closetimerstartswhentherequestreachesyoufor approval. 2.You can either close or re-open the request. TechOnline User Guide 23 i.Iftherequestedinformationorresolutioniscomplete,clickCloseRequest.Ifyourespond within the stipulated auto-close time, the request is closed subject to confirmation. ii.To confirm the closure of the request within the auto-close time, click Confirm Closure.iii.Ifyourespondwithinthestipulatedtime,thesystemclosestherequest.Thestatusofthe request displays: Closed by Bank. The escalation and auto-close timers stop. iv.If you fail to respond within the auto-close time interval, the request gets automatically closed. The status of the request changes to: Closed by Bank - Auto Closed. The escalation and auto-close timers stop instantly. 3.If dissatisfied with the resolution or inputs, click Reopen on the Request details page. The request is re-opened and sent back to the service team member or assignee. The above procedure repeats. If you re-open the request, the escalation timer resumes and the auto-close timer stops. Until you respond, the request remains in your inbox with the status: Open with Bank Closed by Infosys. The escalation timer pauses and the auto-close timer starts. TechOnline User Guide 24 TechOnline User Guide 25 Reports TheReportsfeatureenablestheTOLusertogeneratecompleteandup-to-daterelationaland analyticalreportsontheservicerequests.Thesepredefinedreportscanbeviewedonlineand downloaded in various formats, such as XML, CSV [comma delimited], PDF, MHMTL [web archive], MS Excel, MS Word, TIFF. This section describes the procedure to generate and view certain TOL reports: SLA-Created Report SLA Modified Report Age-Analysis Report Customer Reopen Report Customized Report TechOnline User Guide 26 SLA-Created Report SLA-Created Report enables you to view the turnaround time for requests. Several filters are provided based on which the resulting data is displayed.The report has TAT Infosys parameter, which shows the total time the request was with Infosys. If the TATInfosystimeislessthantheSLAtimethentheSLAagreementismet.SLA-CreatedReportis enabled in Internet environment only for the bank users. To generate an SLA-Created Report: 1.Click on Reports SLA-Created Report. 2.Use the calendar widgetsto select the From Lodged Date and To Lodged Date. 3.Click the Show Additional Filters link to choose additional filters: i.Select the status of the request from the Call Status column. ii.Select the severity of the request from the Severity column. iii.From the Available Bank column, select the banks and click the forward arrowhead. The selection displays in the Selected Bank column. You can deselect by clicking the back arrowhead. iv.Use the procedure in Step # 3.iii above to select or deselect Geography, Location Status, and Products from their respective columns. 4.Click Go. TOL generates the SLA-Created Report data based on the criteria you have specified. You can open, save, and also print the report data. TechOnline User Guide 27 SLA Modified Report TheSLAModifiedReportenablesusertoviewtheturnaroundtimeforrequestsmodifiedasofa particular date. The reports are displayed based on the criteria user specify. To generate an SLA Modified Report 1.Click on Reports SLA-Modified Report. 2.Use the calendar widgetsto select the From Lodged Date and To Lodged Date. 3.Click the Show Additional Filters link to choose additional filters: i.Select the status of the request from the Call Status column. ii.Select the severity of the request from the Severity column. iii.From the Available Bank column, select the banks and click the forward arrowhead. The selection displays in the Selected Bank column. You can deselect by clicking the back arrowhead. iv.Use the procedure in Step # 3.iii above to select or deselect Geography, Location Status, and Products from their respective columns. 4.Click Go. TOL generates the SLA-Modified Report data based on the criteria you have specified. You can open, save, and also print the report data.5.Use the Select a format drop-down to export the report in XML, CSV, PDF, MHMTL, MS Excel, MS Word, TIFF. TechOnline User Guide 28 Age-Analysis Report AgeAnalysisReportdisplaysalltherequestscurrentlyopen.Thedatainthereportsaredisplayed based on special filters called Buckets. This report is enabled for bank users in Internet environment only. To generate an Age Analysis Report 1.Click on Reports Age Analysis Report.2.Use the calendar widgetsto select the From Lodged Date and To Lodged Date. 3.Click the Show Additional Filters link to choose additional filters: i.Select the status of the request from the Call Status column. ii.Select the severity of the request from the Severity column. iii.From the Available Bank column, select the banks and click the forward arrowhead. The selection displays in the Selected Bank column. You can deselect by clicking the back arrowhead. iv.Use the procedure in Step # 3.iii above to select or deselect Geography, Location Status, and Products from their respective columns. 4.ClickGetAgeAnalysis.TOLgeneratestheageanalysisreportbasedonthebucketsyouhave specified. 5.Click Get Requests by Status. TOL generates status-wise age analysis report. You can open, save, and also print the report data. TechOnline User Guide 29 6.Use the Select a format drop-down to export the report in XML, CSV, PDF, MHMTL, MS Excel, MS Word, TIFF. TechOnline User Guide 30 Customer Reopen Report Customer Reopen Report enables you to view all the details about the requests that are re-opened by the bank users. To generate a Customer Reopen Report: 1.Click on Reports Customer Reopen Report. 2.Use the calendar widgetsto select the From Lodged Date and To Lodged Date. 3.FromtheAvailableBankcolumn,selectthebanksandclicktheforwardarrowhead.The selection displays in the Selected Bank column. 4.You can deselect by clicking the back arrowhead. 5.UsetheprocedureinStep#3.iiiabovetoselectordeselectGeography,LocationStatus,and Products from their respective columns. 6.Click Go. TOL generates the requests re-opened by the customer based on the criteria you have specified. You can open, save, and also print the report data.7.Use the Select a format drop-down to export the report in XML, CSV, PDF, MHMTL, MS Excel, MS Word, TIFF. TechOnline User Guide 31 Customized Report CustomizedReportenablesyoutoviewthedetailsofrequests.Arangeofoptionstofilterthe requested data is provided - the Available Output Fields being the only mandatory input. This report is enabled for bank users in Internet environment only. To generate a Customized Report: 1.Click on Reports Customized Report. 2.UsethecalendarwidgetstoselectFromLodgedDateandToLodgedDate,FromInfosys Closed Date and To Infosys Closed Date, From Modified Date and To Modified Date.3.Type the request reference number in the From Request Id and To Request Id fields. 4.Type the name of the menu to which the request pertains in the Menu Option field. 5.Type the total minutes spent on servicing the request in the Effort field. 6.Select the Service Department, Severity, Severity Type, CFO, Project Phase, Mode, SubStatus, Rejected Reason from their respective selection boxes. TechOnline User Guide 32 7.FromtheAvailableBankcolumn,selectthebanksandclicktheforwardarrowhead.The selection displays in the Selected Bank column. You can deselect by clicking the back arrowhead. 8.UsetheprocedureinStep#7abovetoselectordeselectProduct,LocationStatus,Module, Version, Category, Location, Output Fields from their respective columns. Specifying the Output Fields data is mandatory. 9.Click Go. TOL generates the customized report based on the criteria you have specified. You can open, save, and also print the report data.10.Use the Select a format drop-down to export the report in XML, CSV, PDF, MHMTL, MS Excel, MS Word, TIFF. TechOnline User Guide 33 Glossary A BCEGIPRS Auto-close Timer When an open request is scheduled for closure, the system automatically closes it on the expiry of the specified number of days or hours, provided no action is taken by the requester within the specified time. The count begins from the time the request is raised. A B CEGPRS Bank Requester A requester from the bank who logs a service request about an issue in a Finacle product.AB C EGPRS CCB The Change Control Board for TOL is authorized to review and approve requests that result in a change in the functionality or UI behavior. The board comprises core product stakeholders internal to Infosys. Consultant Someoftheserviceteammembersenjoytheprivilegeofconsultants.Suchconsultantsprovide solutions to resolve issues when the assignee to the request approaches the consultation team. ABC E GPRS Escalation Timer This is an SLA timer or countdown that starts ticking from the time a new service request is logged, pauses while on wait for information, and stops when the request is closed.ABCE G PRS Group Administrator A TechOnline user, who is part of Group Admin team for a customer, is granted the role and associated privileges of Group Administrator on Infosys Senior Management approval.ABCEG P RS Patch Aminorormajorfixorenhancementimplementedforaspecificproductversiononacustomers demand.Whenapatchisreleased,thefourthdecimalnumberoftheFinacleproductversion increments. Forexample, iftheversion that the customerusesis7.0,thenewversionnumberafter deploying the patch, would be 7.0.0.1. ABCEGPRS TechOnline User Guide 34 RCD ReleaseContentDefinitionisaninboxcontainingalltherequestspertainingtoaproductversion release. Recon This is the abbreviated form of reconnaissance. Recon takes place when the patch through which the fix being implemented for a particular product version for a customer is potentially relevant for other customers too, the CCB approver sets the RECON Required flag to 1.Release A major fix or enhancement implemented for a specific product version across all the customers that usethatversion.TheversionnumberoftheFinacleproduct,uponamajorrelease,increments.For example,iftheversionthatthecustomerusesis7.0,thenewversionnumberafterdeployingthe release, would be 7.0.1.0. Restoration Restoration is a temporary solution that the service team provides to the customer. ABCEGPR S SLA For issue-tracking purposes, a Service Level Agreement is created between the support team and the customer specifying about the scope of the service, its terms, and completion time.