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Version History
Version Version Affected Section & Description of
No. Date Revised By Reviewed By Change
eNote August, Ann Scott Added Application Interactions
Release 2013 section to Overview section with
1.0 images of Notification Workflow and
Notification spreadsheet.
eNote May 2013 Ann Scott Updated first draft
Release
1.0
eNote January, Carolyn First draft
Release 2012 Belman
1.0
Introduction .................................................................................. 1
Overview..................................................................................................... 1
Terms and Concepts ........................................................................... 1
Icons ................................................................................................ 3
eNote Functions ................................................................................. 4
Application Interactions....................................................................... 4
eNote Home Page............................................................................... 5
Selecting eNote Functions ................................................................... 6
Application Interactions
The following diagram the flow of notifications/requests from applications such as Service
Manager through eNote.
When the notification requests are passed to eNote, performance and availability data are
stored in a database. Notification Metrics are also collected for reporting purposes. eNote
then passes the notification along to designated teams or distribution lists using devices
such as cell phones or email addresses as message receivers. For more information about
creating teams and setting up message receivers, refer to the appropriate sections of this
Guide.
For more detailed information about Service Manager notifications and the Notification
matrix, refer to the SM Notifications Handbook.
Navigation
Menu
General
Information
The Toolbar and the Navigation menus let you select which eNote function you wish to
access. The other portions of the screen are self-explanatory.
Once you find the function that you want to use, click on it to select it.
Creating Settings
Use the Settings menu to create personal and team data, distribution lists and escalation
chains. To view the Settings menu, click on Settings in the menu toolbar.
The menu items that you have access to depend on your user role. For example, users who
are not either Application Administrators or Data Administrators will not see the
Administrative Data and Application Data menu choices. The menu options are described in
detail in the following sections.
It is important that you set up your personal and team data before you start using eNote,
otherwise you may have issues when trying to create, otherwise you may have issues when
trying to create or respond to escalation notifications.
The Message Receivers tab appears below your personal data. Use this page to define your
message receivers:
Wireless devices such as cell phones and pagers
Email addresses
HP/Lync IM addresses
1. Select Define Wireless Device from the drop-down menu. The New Wireless
Device dialog box appears.
Your name and company automatically appear in the Owner and Company fields. These
fields cannot be edited.
2. Select your delivery provider from the drop-down list in the Delivery Provider field.
3. Enter the phone or pager number in the Device Number field. This field is activated
when you select your wireless device provider.
4. If your device has an email address, enter it in the Device Email Address field if
you want to use an Email address as a notification target for your wireless device
(instead of a phone number, configured at steps 2 and 3).
5. To receive optional failure notifications and carbon copies of your wireless messages,
fill in the Related Email Address field with an email address that is different from
that of your wireless device. This field is optional. It will be used as a duplicate
notification target if you select Yes in the Copy to Email field.
6. Enter a brief description of the device in the Short Description field.
1. Select Email Address from the Define New Message Receiver drop-down menu. The
Define New Email address dialog box appears. The Owners name and associated
company name cannot be edited.
2. Enter any valid email address in the Email Address field. This field is required.
3. Enter a brief description of the email address in the Short Description field. This
field is required.
4. Specify the length of the subject line by selecting one of the options from the
Subject Line drop-down menu.
5. Click Submit to add the information to the eNote database. You will receive a
message informing you that the information was added to the database.
Defining IM Addresses
1. Select Define IM Address from the Define New Message Receiver drop down menu.
The Define New IM Address dialog box appears.
2. Click Create New Message Rule. The Create New Message Rule dialog appears.
7. Select Always (the default) if you want your rule to always be in effect. If you want
the rule to be in effect for a specific time period, select Single Timeframe. The
fields on the page change as shown.
The procedure for creating a single timeframe rule is described in the following section.
2. Select the days of the week when the rule is in effect by selecting the appropriate
checkboxes in the Days of week field. You can specify from one to seven days.
3. If you leave the All Day checkbox in the TimeFrame field selected, entering the
specific hours of operation is optional. If you deselect the All Day checkbox, then you
must enter a start and end time for the rule.
2. Select Any if you want the rule to go into effect regardless of the message priority.
Select a specific priority if you want the rule to go into effect only if a message has
been assigned to that priority.
2. Select the Send the Message via the Following Message Receiver radio button
to specify the receiver who will receive and deliver the message. A message rule only
applies to a single person and they can only use it to decide how they want to be
notified. When you select this button the dropdown list in the field is activated.
3. Select the appropriate receiver/deliverer from the drop-down list.
4. Select the Delay Delivery of messages until end of above timeframe and then
deliver using the following Message Receiver radio button to delay message
delivery until the time frame you specified when you created a message rule ends.
Once the timeframe has expired, the message(s) are sent using the Message
Receiver you select from the drop-down list that is activated when you select the
radio button.
5. Select the Do Not SendDiscard the Message radio button to cancel message
delivery and delete the message.
2. Select the Conditional option and click Add a Subscription. The application
automatically identifies if the subscription is a direct or a conditional subscription and
will display the new subscription in the appropriate list. Create a conditional
subscription when you want to associate a message receiver all the time. The New
Subscriptions dialog box appears.
Selecting a Timeframe
Use the following procedure to specify the timeframe during which your subscription is
active.
1. Expand the Select a Timeframe section of the New Subscription dialog box by
clicking on the arrow.
Note: If you chose the Always option, then this subscription is automatically
changed to a direct subscription.
2. Click on the change link in the Time Zone field to select a different time zone (if you
want to build the subscription with another timezone setting).
3. Select the appropriate time zone from the drop-down list that appears when you
click Change.
2. Enter the date that the subscription will become active in the Start Date/Time
(HH:mm:yyyy) field either manually or by clicking on the calendar icon.
3. Enter the time that the subscription becomes active in the at (HH:mm 24 hr) field.
4. Enter the date that the subscription will become inactive in the End Date/Time
(MM/dd/yyyy) field. You can either enter the date manually or click on the
calendar icon.
5. Enter the time that the subscription will become inactive in the at (HH:mm: 24 hr.)
field.
6. Click Submit to save your changes.
1. Select the Recurring radio button. The fields shown in the following illustration
appear.
The All Day checkbox in the Timeframe field is selected by default. If you leave it
checked, you do not have to specify a start and end time for the subscription(s).
3. Deselect the All Day checkbox to specify the start and end times for the subscription.
Use the following format: HH:mm.
Once you have selected the distribution lists to subscribe to, specified the message receiver,
and selected a timeframe, you can assign the message a priority. Use the following
procedure:
1. Expand the Select a Message Priority section of the New Subscription dialog box.
Go back and change your settings and click submit again. The following message appears.
Search for a specific role by entering it in the Role name field and clicking on the Search
icon . You can also search for your assigned role by entering a company name in the
Company search field and clicking on the search icon.
Note: You cannot edit any of the information displayed on the Roles tab. Only the
Application Administrator can assign and manage roles.
Select I want to View and Manage My Data from the navigation menu on
the left side of the home page. The Settings Menu page appears.
Select Team Data from the Settings Menu page to access the Team Data page,
shown on the previous page.
2. Select the team from the drop-down list in the Data For Team field on the team
Data page.
3. Click the (Show Details) link in the Team Data header to view information about
the team you selected. A page similar to the following appears.
6. Click the Detail icon ( ) in the Action column for a team member to view detailed
information about them.
2. Click Create New Team Controlled Distribution List. The Create New Distribution
List dialog box appears.
7. Enter a name in the Filter by name field to sort the list according to the name you
specify.
8. To search for a specific name, enter it in the Find Name in List field. The results
appear in the Available pane.
9. Select name(s) from the list in the Available pane and press the Add button to move
them to the Selected pane. Click Submit. The new distribution list appears on the
Distribution List tab.
10. Click the Detail icon to see more information about the team distribution list.
11. Click Close to return to the Team Data page. Click the Edit icon ( ) to edit an
3. Enter a brief description of the escalation chain in the Short Description field. This
field is required.
3. Enter a name for the rotation in the Rotation Name field. This field is required.
4. Click on the change link in the Active During the following Timeframe field to
change the time zone.
5. Specify when you want the rotation to be active by selecting one of the following:
Always indicates that the rotation team will always be active.
Single Timeframe indicates that rotation team will only be active at one specific
time. When you select this option, the fields change. For more information, refer
to Selecting a Single Timeframe.
Recurring indicates that the rotation team will be active on a recurring basis (for
example, every Monday from 8AM to 5PM). For more information, refer to
Creating a Recurring Rule
6. Click on the dropdown list to select another team member as the first level on call
person.
7. Enter the length of time that the team member will be on call in the Duration field.
Use the format HH:MM.
8. Click Add to Rotation to add this team member to the rotation list.
As you add members to the oncall rotation team, you will notice that move up ( )
and move down ( ) icons appear in the Action column. Use these to change a team
members place both in the rotation list and the escalation chain. Only the down icon
appears in the first entry in the rotation list. The last entry in the list only has the up
icon.
2. Click the Click to Edit Notifications button. The Select Message Receivers dialog
box appears.
3. Use one of the following methods to search for users to add to the Escalation Status
Notification list:
Enter a name in the Filter by Name field and click Filter.
Enter a full name in the Find Name in List field and press Enter.
Highlight name(s) that appear in the Available List by selecting the first name
that you want to add and then pressing CTRL and clicking on the following
names.
When you select names in the Available pane, the Add button is activated.
2. Select the End of Chain checkbox to notify the sending application if an end of chain
condition occurs.
3. Specify the actions that should be taken in the End of chain instructions field.
4. Click Submit to save your changes.
2. Click the To: button. The Select Recipients dialog box appears.
11. Click the View Details icon ( ) to see detailed information about the entry you
selected. A screen similar to the following appears.
1. Select Messages>Send Problem Template from the eNote toolbar menu. The
Send Problem Template Message form appears.
1. Click the To button to select the recipients for the message. For more information,
refer to the previous section in this document.
2. Enter the ticket number associated the issue that is the subject of the message in
the Ticket# field.
3. Specify the severity of the issue by selecting one of the following Priority levels from
the drop-down list in the Priority field:
By default, the list of messages that appears on the Message Log page include all of the
messages that you have sent for the past 7 days.
1. Click the View Detail icon ( ) in the Action column to view detailed information
for any given message.
2. Click Refresh to refresh the message list to include any new messages that have
been sent or received since the list was first displayed or since the last refresh.
The eNote Escalations menu enables you to create, respond, and view escalation
notifications. An escalation notification is sent to the first person defined in the escalation
list. If that person does not respond within a defined amount of time, the notification is sent
to the next person in the list, and so on through the list. This is referred to as an
escalation chain. If no one in the escalation list responds, the notification status is marked
as end of escalation chain.
These notifications are managed through eNote definitions in the My Data section (see
Creating Personal Data). The eNote software determines the recipients of escalation
notifications by matching strings within the event request to strings defined in eNote event
definition records.
Starting an Escalation
Use the following procedure to begin the escalation process:
1. Select Start an Escalation from either the toolbar or navigation menus. The Start
an Escalation Form appears.
2. Select the appropriate escalation list from the dropdown menu in the Escalation
List field. This field is required.
4. Enter a name in the Filter by Name field to narrow down the list. When you enter a
name, the Filter button is activated.
5. Click Filter. A list of users that meet the filter criteria appears in the Available pane.
6. Enter a persons full name in the Find Name in List field. The name appears as
highlighted in the Available pane.
7. Highlight the first persons or teams name(s) in the Available pane. You can select
more than one name by highlighting the first selection and then pressing the CTRL
key and highlighting the other names you want to include in the Carbon Copy field.
The Add button is activated.
8. Click Add to add your selections to the Selected pane. To remove a selection from
the list, highlight it and click the Remove button.
9. Click OK when you have completed your Carbon Copy (CC) list. You return to the
Start Escalation form.
10. Enter the ticket number associated with the issue in the Ticket # field.
11. Specify the severity of the issue by selecting a priority from the dropdown menu in
the Priority field. This field is required.
12. Specify the impact of the issue on the client by entering a brief description in the
Impact field.
13. Enter the affected customers name in the Client field.
Responding by telephone
To respond to an escalation notification by using the telephone, follow these steps:
1. Call the number listed in pager/cell phone text. Local and toll-free numbers are
available on most eNote Home sites. For example:
2. Select the appropriate language for the prompts you will hear during the rest of the
call. Press one of the following numbers on your telephone keypad:
1 for English
2 for French
3 for German
4 for Italian
1. Enter the event number that you received in the notification in the Event Code field.
This number consists of an Event ID and a 2-digit engagement level.
2. Select one of the following values from the dropdown list in the New Status field.
Acknowledged/Extended. This value indicates that you are aware of the issue
and resolution is in process. Selecting this value requires that you also complete
the Repair Time field. You can also use this status to extend the repair time for
an issue you had previously acknowledged.
Closed Resolved. The event has been resolved
Closed Invalid. The event described in the notification is invalid and should
not have been processed.
Closed Misrouted. The event was escalated to an incorrect escalation list.
The value is sent back to the person who initiated the escalation and it will
appear in the eNote escalation log. It is up to the sender to find the right team.
3. Specify the amount of time in hours and minutes that you estimate it will take to
resolve the issue in the Repair Time field if you specified a status of
Acknowledged/Extended. Click the arrows to the right of the each field and
select the estimated hours and minutes values.
4. Add any information that you think is relevant in the Comments field. This field
allows a maximum of 512 characters.
5. Click the Submit button to record your response. The event is updated or closed,
according to the New Status specified.
1. Click the View icon for a particular escalation chain to see detailed information about
the escalation log as shown in the following example.
2. Click on an entry in the ID column to see detailed information about the selected
escalation activity.