

Entitlement

- Create new company
    - Customer Type: Customer
- Add new domain name (remember to add same in PCS dev as well, for dev2prod)
- Create new entitlement


Add new person

- Create in BO and sync back to SMAX
- Add company
- Add employee type - external
- Assign people to relevant entitlement
- Assign role
    - Microfocus SaaS entitlement
    - Self-Service portal app
    - Self-Service portal user

  
PCS Administration Training

  

[[PCS Create New Customer Initial Setup Steps]]



  

KT Session #1

[https://microfocusinternational-my.sharepoint.com/:v:/g/personal/brindusa_kevorkian_microfocus_com/EemsG7iwZ8xCsPm5QygCoZgBIWubxMNMhbCQU4AIhUoA3A](https://microfocusinternational-my.sharepoint.com/:v:/g/personal/brindusa_kevorkian_microfocus_com/EemsG7iwZ8xCsPm5QygCoZgBIWubxMNMhbCQU4AIhUoA3A)

  

KT Session #2

[https://microfocusinternational-my.sharepoint.com/:v:/g/personal/brindusa_kevorkian_microfocus_com/EXRCtXeBAXZPisy27-kVeuMBgZ_MdlyZgi-XmuXRIVseOg](https://microfocusinternational-my.sharepoint.com/:v:/g/personal/brindusa_kevorkian_microfocus_com/EXRCtXeBAXZPisy27-kVeuMBgZ_MdlyZgi-XmuXRIVseOg)

  

**Data Model**

- Data domains
- Company
- Entitlement
    - ENTITY_LINK to Company
    - ENUM to Data domains
- Person
    - ENTITY_LINK to Company
    - ENTITY_LINK to Entitlement (default)
    - MANY2MANY to Entitlement (full list)

  

**New Order/customer**

- Validate it is indeed a real customer (have an order ID, can find it in Control Tower)
    - Special cases for internal "customers": presales, operations, etc
- Data domain record
    - Very likely need to use a new "slot", unless the customer already exists
    - Find the list, take the first entry not in use (with **ZZ-To be assigned** label)
        - **VERY IMPORTANT: Execute the task in both Dev and Prod tenant. Make sure the Name field (key) is the same in both, otherwise Dev2Prod will have issues**
        - The Prod tenant should be locked for customizations, you need to unlock it first. Don't forget to go back and lock it again after
    - In rare cases, the customer may exist already if there is an entitlement for another product, in this case skip this step
- Company/Vendor record
    - Add a record
    - Use the official Display Name from the order/Control Tower
    - We started using the names in caps, as this is how Sparks had them, let's keep the rule.
    - For Code, use the first 3-4 letters of the name, or, if the company has an acronym, you can use it
    - Important: make sure you select **Customer** for the **Company type**.
    - In rare cases, the customer may exist already if there is an entitlement for another product, in this case skip this step
- Entitlement record
    - Add a record
    - Display label
        - Is SaaS customer: start by short name of company, followed by product name and SaaS suffix, for example **Decathlon SMAX SaaS**
        - If it is a "Powered by" partner, add the "Power By" suffix for the name, example **Rigosis SMAX SaaS Powered by**
        - MF internal: Prefix with Micro Focus, no need to add SaaS suffix (it's implicit), for example **Micro Focus IT SMAX** or **Micro Focus Service Hub SMAX**.
    - Important to fill in the correct information for the mandatory fields: Entitlement type, Product, Primary Domain, Company. Business rules use this information extensively to filter down what is available in drop down lists, decide what logic to execute
    - For specific cases, like Achmea, if a NASE is assigned, fill in the info. Any new ticket linked to this entitlement gets automatically assigned to the person listed here
    - Fill in the CSM info, if available. The user listed will be automatically added as follower to all Support requests and a subset of Service Requests
    - SAID
        - Leave empty for regular SaaS customers
        - Fill in with the "Powered By" string for the Powered by partners

  

**New User**

- Non Micro Focus user (aka DB user)
    - Triggered when
        - A new customer is onboarded, and an initial list is received from the CSM
        - An existing user on an entitlement uses the **Add user to entitlement** offering
    - Check the user doesn’t already exist
        - If yes, go to the **Add user to an entitlement** section
    - Create new record from the Person grid
    - **VERY IMPORTANT:** Click the **Person type** checkbox, otherwise a contact gets created
        - If you forgot, you need access to BO to create the user (with same UPN) and force a sync from the Person grid
    - Upn: Use the email address (automatically populated with the email by default)
    - Employment type: External
    - Company: fill in with the relevant value
    - **IMPORTANT:** Do not populate the **Data domains** and **Primary domain** at this point
    - If the user is a "regular" customer user, you can fill in the **Default entitlement** value (for example, you may not want to do that if you add a partner)
    - Once saved, go back in and populate the **Data domains** and **Primary domain**
    - Entitlements M2M widget
        - Unlikely to have to use it, unless it is a partner added the first time as part of a customer project. In this case the entitlement doesn't go into the default position.
- Micro Focus users (automatically added through SAML)
    - Periodically check if any new users got added. This can happen because someone is supposed to be added to an entitlement or is supposed to work tickets, but in many situations, users get hold of our URL and click on it for curiosity
    - R&D or Ops teams, people who logged in because they are supposed to work tickets
        - Check their reporting structure and make sure they are who they say they are.
        - Configure the following
            - Company: Micro Focus
            - Primary domain: Micro Focus
            - Data domains: Micro Focus
            - Employment type: blank
        - You can manually add them to the relevant functional group if you know which one. Alternatively, there is an offering that does that, can be called by the authorized audience (anyone with the "PCS Lead" role)
    - PS, pre-sales, specific functions
        - If instructed, configure profile
            - Company: Micro Focus
            - Primary domain: Based on the main role
            - Data domains: Above, plus potentially others, depending on the person responsibilities
            - Employment type: External
        - Example, if a PS consultant is asked to work on the MF IT project, the setup will be:
- Default entitlements/Entitlements
    - With few exceptions (probably pre-sales), the majority of internal users needing to be added don't have a default entitlement. Add the relevant entitlement to the Entitlements M2M widget, if there is no default entitlement to be configured.
- All other cases, not known why a user connected
    - Park the user in a "catch all" profile
        - Company: Micro Focus
        - Primary domain: Customer
        - Data domains: Customer
        - Employment type: External
    - If later on, the user is identified as belonging to an actual entitlement or is supposed to be an agent, apply the instructions described above
- **IMPORTANT:** just because someone in Micro Focus asked for agent access, do not provide it, unless they are assigned to working tickets.
    - Concrete example on when to **NOT** add someone. The user says he/she is a Premier support person or even a CSM and needs to see the tickets for their customers. The answer is to give them the **Account Viewer** role to have the information available from the portal - no need for agent access!

**Modify existing user profile**

- A user already exists in PCS but needs to be added to an additional entitlement
- Typically applies to users working for partners (with multiple customers) or internal Micro Focus people (PS, presales, etc)
- Triggered when
    - A new customer is onboarded, and an initial list is received from the CSM
    - An existing user on an entitlement uses the **Add user to entitlement** offering
- Data domains: append the customer Data domain (as defined in the Entitlement)
- Entitlements: add the new Entitlement to the M2M widget
- Exception
    - An internal user may already exist because they connected before and ended up "parked" in the "Customer" placeholder
    - Remove the "Customer" Data domains/Primary domains and follow the instructions listed in the "New user" section

**Remove user**

- Needs to be triggered from BO, which will convert the user into a contact
- Once a contact, change the status from **Inactive** to **Terminated**
- Clear the **Default entitlement** value and any record from the **Entitlements** section

**User Management offerings**

- **Add user to entitlement** offering
    - If the email address is not a @microfocus.com domain, follow the instructions for adding a DB user
        - **IMPORTANT:** If the email address doesn't appear to be the company email address, it is likely the user is a partner and may need to be treated specially, by first adding a new Company record for the partner. Alternatively, we can take the approach of considering this user as part of the customer company, and only model it as belonging to a new company when there is a need to add a second entitlement linked to the user. But, if we do it at a later date, it is important to identify all the users with this email domain and move them under the newly created Company record (see **New order/customer** section for the detailed procedure)
    - If the email address is a @microfocus.com domain, follow the instructions for configuring a SAML user.
        - It is possible the user doesn't already exist (never logged in). In this case, ask the requester to notify the user to first login (use the Discussions tab)
    - Once the user record got created/updated, move the **Add user** task to **Validate** phase. The request should automatically close, there is no need for interaction with the requester.
    - Exceptionally, if the request is not relevant (the user already exists, the offering incorrectly used, or other reasons), process the request as below:
        - Edit the Task plan by deleting the **Closure** task, so the request doesn't automatically close when **Add user** task gets actioned
        - Move the **Add user** task to **Canceled**
        - Manually add a **Solution** (explain why the request is not relevant) and Completion code (usually **Out of scope**)
- **Remove user from entitlement** offering
    - Tip: From the **User** user option, navigate to the Person record.
    - If the user is part of multiple entitlements (like a partner, PS), just remove the relevant **Entitlement** reference from the Person record
    - If the user is part of one entitlement (usually for a regular customer user), follow the procedure described in the **Remove user** section
    - Once the relevant action above is completed, move the **Remove user** task to **Validate** phase. The request should automatically close, there is no need for interaction with the requester.
- **Reset user password** offering
    - Tip: From the **User** user option, navigate to the Person record.
    - Click on the **Reset password** button. Wait for the confirmation message at the top of the screen that the email notification got sent
    - Once the relevant action above is completed, move the **Reset password** task to **Validate** phase. The request should automatically close, there is no need for interaction with the requester.

**Process**

- Monitor the "admin" Request queue
    - Go to the Active Admin Cases" view. Make sure you don't make any changes to the view definition. If you like to use a different view, create a private one for yourself
    - Add more people to the Admin group
    - Only **Add user to entitlement**, **Remove user from entitlement, Reset user password** require intervention, the others have automated fulfillment (may require approval)
    - See the **User Management offerings** section for instructions for processing each offering
- Monitor the Person grid for newly created SAML users
    
    - Use the **Users Pending Processing** view. Make sure you don't make any changes to the view definition. If you like to use a different view, create a private one for yourself. Also, don't modify the other public views
    - Follow the instructions in the **New User** section