[Tutor] Jon Papageorgiou is out of the office.

[jon.papageorgiou at wachovia.com]

I will be Out of the Office
Start Date: 8/4/2006.
End Date: 8/12/2006.


If you are in need of immediate support:

Don’t call the Help Desk
The Help Desk (590-9000) consultants are not trained to provide Command
Center support.
While they might attempt to assist you with your problem, the results could
compromise the
system and require extra repair work for the CC Support group.

So who do you call?  What do you do now?

PICCT vs. RAPS2
When deciding on which application to use, think of it this way.  PICCT is
your local mechanic shop and RAPS2 is the nearest car dealership.  If you
have a problem or break with current hardware/software that you use, please
open a PICCT ticket by following the steps below.  If you are looking for
something new, a new workstation or application, please use the RAPS2
request system.

Problem/Issue Support (PICCT)
A problem issue is an issue that deals with current software/hardware
already installed on your workstation.

For Normal Issues Please Follow this Procedure:
All issues must have a PICCT ticket created. All tickets must be
transferred to the "ts-prdsvs-ndso-cmd center support" group. You must
include an accurate description of the problem in the ticket. For example,
"The pc station is experiencing problems" is not an accurate description.
You must make sure your contact info is correct.
***If you are not the location specified in the PICCT ticket contact info,
please
     include where you are currently sitting in the "Brief Description"
field.  Any
     incorrect information will lead to a delay in service.  Also, please
include
       any pertinent information such as PC name. The more infomation we
have the
       sooner we can fix your problem.
 For Urgent Issues requiring an "Immediate Response", Please Follow this
Procedure:
 Page the On-Call Support Person via http://esm.wachovia.net/ListOncall.asp
 Include the Ticket Number
 Include “Issue:”  - Brief description of the issue (first text line of
email)
 Include “Contact:”  - Person to contact (second text line of email)
 Include “Contact #:”- Phone # of person to contact, no 800 numbers (third
text line of email)

***Please don’t contact support individuals directly when reporting support
related issues.

***Please send all support related correspondence to the “Command Center
Infrastructure Support” Notes ID

***Although we Support the Command Center 7/24/365 we are not staffed
     7/24/365, so please be patient for response.

New Request for Work (RAPS2)
This is a request for new software/hardware that you currently do not have
but need, such as workstation or software installs and any changes that are
not related to a problem issue. These types of requests would not be
problem related but new requests for work.  CCIS will provide you with
support on these issues.

Don’t use Remedy/Capture/PICCT/SM&A Work Request System for ‘New Work
Requests’.

Instead please use the new corporate standard, RAPS2, located @
http://raps2.wachovia.net/raps2

Here are some steps that you might find to be helpful:
       1. Go to the website above, and click on "Submit a New Request"
       2. Select the plus sign (+) next to "Enterprise System Management
(ESM)".
       3. Select the green "Command Center Support Team Request".
       4. Enter your employee ID #
       5. Fill out all the fields with an aqua background.  Enter your
contact information.
           (For the Services Requested drop-down list, select "Command
Center Support")
       6. Click "next"
       7. You can add other information if you want, or just click on
"Finish!" If you have questions or concerns, please feel free to call us @
704-427-8179 or email us.
         “Command Center Infrastructure Support” Notes ID

If your email is not concerning support, I will respond to your message
when I return.