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ɧ����Ƶ 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–and much more.

You can submit 2 kinds of service requests:

• Standard requests:��change requests for your Managed or current platform services. These requests are non-billable
• Optional requests:��project requests and are usually billable

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.

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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

4. Search for a request type or select the category, type and item of your request to filter the catalog of request options

- Or -

5. Select��Work from Draft��at the top of the screen to continue a previous request you’ve saved

6.��Enter a summary of your change as a title for your request

7.��Fill out your request details and select the priority of your request. These options are product specific so��you may not see all options depending on your product:

• Standard:��for your request to be scheduled within 72 hours
• Express: ��For requests that can be completed within 24 hours. The following requests are eligible for this priority:
  1. Activate Previously Configured LAN Interface
  2. DHCP Configuration - Modify
  3. Filters/Access-lists - Modify
  4. Host Name Change
  5. Interface – Modify
  6. IP Address/Subnet Mask Changes
  7. Password Change
  8. Privilege Exec Commands - Modify
  9. Request Copy of Router Configuration
  10. Static Route - Modify
  11. TACACS/Radius – Add��
• Latent: changes submitted after the fact. The change is performed first and then recorded in the system at a later time. These requests must:
  1. Require zero lead time
  2. Have requested start and completion date and times and cannot be in the past
  3. Have no scheduled window
  4. Auto-complete upon submission

8. Check��Implement Anytime��if you do not require a specific start time or enter a��Requested Start��and��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

10. Click��Add inventory��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

11. Click��Upload Bulk Inventory��to add multiple products and services. Click��Choose File��and upload an .XLS, .CSV or .XLSX�� file that matches this formatting:

• Configuration Item:��Type Configuration Item in column A and enter the identifiers for the impacted products and services

• Configuration Item Type:��Type Configuration Item Type in column B and enter ENTITY, ENTITY_HOSTNAME, CIRCUIT or SITE depending on the identifier you entered in column A.�� Each configuration item should only have one configuration item type��

• Double-check your�� 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

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

13. Review and��Submit��your request or��Save as Draft

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Create an optional change request

Optional change requests are project requests and are usually billable.

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1.��Select��Service > Create service/Change request

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��Enter your request details

2. Select the��Customer Name

3. Select:

• Category:��Managed Network
• Type:��Optional Change
• Item:��Project Request

4. Enter a description of the project in the��Title��field

��Note:��Change Type/Priority is set to normal by default for this request

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

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

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Track your request

Easily track the progress of your requests or make updates if anything changes.

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.

1. Select Service > All requests to see a list of all your requests
2. Click��to��clone the request. You may have to scroll horizontally to see this option