Submit a service or change request
Last updated: 10/03/2022
麻豆视频 Enterprise Center allows you to easily submit and track change and service requests online for your Managed Network (MNS) and current platform services. Select from a catalog of product specific change and service requests to obtain router configurations in minutes versus days鈥揳nd much more.听
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You can submit 2 kinds of service requests:
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- Standard requests: change requests for your Managed or current platform services. These requests are non-billable
- Optional requests: project requests and are usually billable
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To create a change or service request you'll need to have access to Global Change Management and have a Managed Services Portal permission associated with at least one ESP customer name.
Create a standard service request
1. Log in to
2. Select Service > Create service/Change request
3. Select the Customer Name
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Enter your request details
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4. Search for a request type or select the category, type and item of your request to filter the catalog of request options
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- Or -
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5. Select听Work from Draft听at the top of the screen to continue a previous request you鈥檝e saved
6.听Enter a summary of your change as a title for your request
7.听Fill out your request details and select the priority of your request. These options are product specific so听you may not see all options depending on your product:
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- Standard:听for your request to be scheduled within 72 hours
Express:听For requests that can be completed within 24 hours. The following requests are eligible for this priority:
- Activate Previously Configured LAN Interface
- DHCP Configuration - Modify
- Filters/Access-lists - Modify
- Host Name Change
- Interface 鈥� Modify
- IP Address/Subnet Mask Changes
- Password Change
- Privilege Exec Commands - Modify
- Request Copy of Router Configuration
- Static Route - Modify
- TACACS/Radius 鈥� Add听
Latent:听changes submitted after the fact. The change is performed first and then recorded in the system at a later time. These requests must:
- Require zero lead time
- Have requested start and completion date and times and cannot be in the past
- Have no scheduled window
- Auto-complete upon submission
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8. Check听Implement Anytime听if you do not require a specific start time or enter a听Requested Start听and听Requested Completion Date/Time
9. Add any contacts who should be notified about this change
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Select the impacted products or service
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10. Click听Add inventory听and select the impacted products or services. The inventory details such as the support team or management center are automatically populated based on the category, type, and item you selected
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11. Click听Upload Bulk Inventory听to add multiple products and services. Click听Choose File听and upload an .XLS, .CSV or .XLSX听 file that matches this formatting:
- Configuration Item:听Type Configuration Item in column A and enter the identifiers for the impacted products and services
- Configuration Item Type:听Type Configuration Item Type in column B and enter ENTITY, ENTITY_HOSTNAME, CIRCUIT or SITE depending on the identifier you entered in column A.听 Each configuration item should only have one configuration item type听
- Double-check your听 file for any typos as the file will not get uploaded if the column names and values are misspelled or not in the proper format
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12. Once you submit your request, click on the link in your confirmation message to make sure the inventory file you submitted is accurate. The bulk inventory file you uploaded will have a third column showing whether the inventory information is valid or invalid against each item. If any are invalid, the request will automatically be rejected and closed. Submit a new request with your updated, accurate information
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13. Review and听Submit听your request or听Save as Draft
Create an optional change request
Optional change requests are project requests and are usually billable.
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1.听Select Service > Create service/Change request
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听Enter your request details
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2. Select the Customer Name
3. Select
- Category: Managed Network
- Type: Optional Change
- Item: Project Request
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4. Enter a description of the project in the Title field
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Note: Change Type/Priority is set to normal by default for this request
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5. Enter the objective of the change
6. Check Implement Anytime if you do not require a specific start time or enter your preferred start and end date
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Select optional change activities
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7. Click Add OCM Activities to select the change activities
8. Click Add Locations to specify the impacted locations
9. Click Add Contacts to add new contacts for this request or select from an existing one
10. Click Browse Files to attach any relevant files
11. Click Other Details to add additional details pertaining to this request
12. Click Submit to submit your change request. You will get a tracking number and confirmation email
Track your request
Easily track the progress of your requests or make updates if anything changes.
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1. Select Service > All requests to see a list of all your requests
2. Search or click a Request Number to view the details and track the progress of the request
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Clone previous requests
Clone previous requests to save time creating common changes.
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1. Select Service > All requests to see a list of all your requests
2. Click听to听clone the request. You may have to scroll horizontally to see this option
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