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Requests management

Published On Dec 17, 2024 - 1:28 PM

Requests management

Understand how Console allows you to manage the status of your consultations, notifications, quotations, subscriptions and support tickets.

Managing consultations

After a consultation request has been submitted, you will be redirected to

Console home page to review its status. From this page, you can take various actions to manage your consultation requests, though note that a consultation cannot be edited once submitted.

Go to the Secondary Menu.

Select the Consultations
option from the menu.

You will be redirected to a new page.

The Consultations page presents you with a card showing the total number of requests your account has made, along with an Explore All Services
card, which takes you back to the Services Catalog to explore the full range of Kyndryl Bridge services. The Consultations table provides a list with the following information:

Consultation ID: Unique identifier associated with your consultation request.

Title: Title of your consultation request.

Service Name: Name of the service that you are interested in learning about.

Submitted by: Email address of the user requesting the consultation.

Status: Status of your consultation request.

Actions: Ability to interact with your consultation request. Select one of the following options depending on the status of your consultation:

Use the pagination actions at the bottom of the page to navigate through all your consultation requests.

Status	Action
Requested	View request: When selecting the View Request option from the consultations table list, a new page displays the your request details. Cancel request: When selecting the Cancel Request option from the consultations table list, you can select one of the reasons from the list (Change of interest, Duplicate request, Re-schedule the date and time). Make sure to the Yes, Continue! button to proceed with the action.
Scheduled	View request: When selecting the View Request option from the consultations table list, a new page displays the your request details. Cancel request: When selecting the Cancel Request option from the consultations table list, you can select one of the reasons from the list (Change of interest, Duplicate request, Re-schedule the date and time). Make sure to the Yes, Continue! button to proceed with the action.
Completed	View request: When selecting the View Request option from the consultations table list, a new page displays the your request details.
Canceled	View request: When selecting the View Request option from the consultations table list, a new page displays the your request details.

Managing notifications

All requests made within Kyndryl Bridge are displayed in the Notifications
page. While you cannot modify requests from this page, you can view them and follow the links provided for more detailed information.

Go to the Secondary Menu.

Select the Notifications
option from the menu.

You will be redirected to a new page.

The Notifications table provides a list with the following information:

Type: Type of your notification (consultation, quotation, subscription, or support ticket)

Description: Description of your notification.

Date: Date when the notification was triggered.

Actions: Hyperlink to direct you to the respective section in Console (Quotations, Support Tickets, Consultations, or Subscriptions).

The unread notifications are marked with a teal color circle next to the type of notification. After you have read your notification, this mark disappears, marking it is a read notification. Remember to use the pagination actions at the bottom of the page to navigate through all your notifications.

Managing quotations

After a quote is created, you will be redirected to Console home page to review its status. From this page, you can take various action to manage your quotations and quotation requests. Any status updates will be reflected in Console.

Go to the Secondary Menu

Select the Quotations
option from the menu.

You will be redirected to a new page.

The Quotations page presents you with a card showing the total number of quotations that your account has made, along with an Explore All Services
card, which takes you back to the Services Catalog to explore the full range of Kyndryl Bridge services. The Quotations table provides a list with the following information:

Quote ID: Unique identifier associated with your quotation request.

Service Name: Name of the service that you are interested in requesting a quotation for.

Request Date: Date when the quote request was submitted.

Requested by: Email address of the user requesting the quotation.

Status: Status of your quotation request.

Actions: Ability to interact with your quotation request. Select one of the following options depending on the status of your quotation:

Use the pagination actions at the bottom of the page to navigate through all your quotation requests.

Status	Description	Action
Draft	Your quotation is in draft mode and has not been received by the Service Provider team yet.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. Resume Draft: When selecting this option from the quotations table list, you are directed to the Request a quote page to continue with your quotation request. Delete Draft: When selecting this option from the quotations table list, confirm that draft will be deleted; all the selected service configurations previously saved will be lost. Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request a quote age to discuss about your quoted services with a Kyndryl expert.
Requested	Your quotation has been sent to the Service Provider team for review.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. Cancel Request: When you select this option from the quotations table list, it initiates the cancellation and a Kyndryl representative will contact you to proceed with this request. During this time, the status of this request is Pending Cancellation . Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.
In Progress	The Service Provider team is working on your quotation.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. Cancel Request: When you select this option from the quotations table list, it initiates the cancellation and a Kyndryl representative will contact you to proceed with this request. During this time, the status of this request is Pending Cancellation . Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.
Received	Your quotation is ready for your review.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. View Quote: When selecting this option from the quotations table list, the quotation created for you is downloaded so you can open it from your computer and read the details. Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.
Expired	Your quotation has expired and is no longer valid.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.
Pending Cancellation	You requested to cancel your quotation request (after submitting it or before the quotation was generated) and sent to the Service Provider for review.	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.
Canceled	Your quotation request has been canceled (before signing the quotation).	View Request: When selecting this option from the quotations table list, a new page displays detailed information about your request. Alternatively, you can Talk to an Expert or Cancel Request if possible. View Request Talk to an expert: When selecting this option from the quotations table list, you are redirected to the Request for a consultation page to discuss about your quoted services with a Kyndryl expert.

Managing subscriptions

After the subscription is created, you will be redirected to Console home page to review its status. From this page, you can take various actions to manage your subscriptions and subscriptions requests. Any status updates will be reflected in Console.

Go to the Secondary Menu

Select the Subscriptions
option from the menu.

You will be redirected to a new page.

The Subscriptions page presents you with a card showing the total number of subscriptions that your account has made, along with an Explore All Services
card, which takes you back to the Services Catalog to explore the full range of Kyndryl Bridge services. The Subscriptions table provides a list with the following information:

Order ID: Unique identifier associated with your subscription request.

Service Name: Name of the service that you are interested in requesting a subscription for.

Subscription Package: Name of the service package that you are subscribing to.

Date: Date when the subscription request was submitted.

Submitted by: Email address of the user requesting the subscription.

Status: Status of your subscription request.

Actions: Ability to interact with your subscription request. Select one of the following options depending on the status of your subscription:

Check the status of your request. The subscription must be reviewed, approved, signed, and provisioned before the service can be used. Remember to use the pagination actions at the bottom of the page to navigate through all your subscription requests.

Status	Description	Action
Draft	Your subscription is in draft mode and has not been received by the Service Provider team yet.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Resume Request: When selecting this option from the subscriptions table list, you are redirected to the Request for a subscription page to continue with your request. Delete Draft: when selecting this option from the subscriptions table list, confirm that the draft will be deleted; all selected service configurations previously saved will be lost. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Request Submitted	Your subscription has been sent to the Service Provider team for review.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Cancel Request: When selecting this option from the subscriptions table list, it initiates the cancellation and a Kyndryl representative will contact you to proceed with this request. During this time, the status of this request is Pending Cancellation . Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Generating Contract	The Service Provider team is working on your contract.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Contract Ready for Review	Your contract is ready for your review and approval.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Contract Signed	You have accepted the contract with the Service Provider.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Provisioning in Progress	The Service Provider is working on enabling your new service.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Active	Your subscription is now active, and you can start using your new service.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Go to Service: When selecting this option from the subscriptions table list, the service is launched. This option is enabled only for services available in My Console or in the specific service page. Cancel Request: When selecting this option from the subscriptions table list, it initiates the cancellation and a Kyndryl representative will contact you to proceed with this request. During this time, the status of this request is Pending Cancellation . Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Validating	As an existing customer, your existing subscription has been submitted for review and it's being validated before it becomes active.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Denied	Your request to activate an existing service has been denied	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Expired	Your subscription has expired based on your contract terms.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Activating	Your request to activate an existing service is underway.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. View Request
Pending Cancellation	You requested to cancel your subscription request (before signing the contract) and sent to the Service Provider for review.	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert , retry cancellation or Cancel Request if possible. Retry cancellation: When selecting this option from the subscriptions table list, it re-sends the cancellation request to a Kyndryl representative. If the retry cancellation has been unsuccessful in several ocassions, contact the Kyndryl Bridge Support team for further assistance. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.
Canceled	Your subscription request has been canceled (before signing the contract).	View Request: When selecting this option from the subscriptions table list, a new page displays your request details. Alternatively, you can Talk to an Expert or Cancel Request if possible. Talk to an expert: When selecting this option from the subscriptions table list, you are redirected to the Request for a consultation page to discuss about your subscribed service with a Kyndryl representative.

Managing support tickets

After the support ticket is created, you will be redirected to Console home page to review its status. From this page, you can trigger different actions to manage your support tickets.

Go to the Secondary Menu

Select the Support Tickets
option from the menu.

You will be redirected to a new page.

The Support page presents you with a card showing the total number of tickets that your account has madew, along with a create request card, which allows you to create a new support ticket.

If you are an administrator, the Total Tickets
card values displayed may vary depending on the filters used in the Tickets
table list. Otherwise, you can see only your tickets created within the account.

The Support Tickets table provides a list with the following information:

Ticket ID: Unique identifier associated with your support ticket.

Title: Title of your issue.

Impact: Level of impact that you have assessed in your issue.

Urgency: Level of urgency that you have assessed in your issue.

Status: Status of your support ticket request.

Service Name: Name of the service that you are experiencing the issue with.

Submitted by: Email address of the user submitting the issue.

Last Update: Date when your ticket was last updated by a Support agent or yourself.

Actions: Ability to interact with your support ticket. Select one of the following options depending on the status of your ticket:

Remember to use the pagination actions at the bottom of the page to navigate through all your support requests. To learn about the levels of urgency and impact, visit support tickets.

Status	Description	Actions
New	Your ticket has been submitted and is waiting for a Support agent to acknowledge it.	View Ticket Details
Open	Your ticket has been acknowledged by a Support agent and is currently working on your ticket.	View Ticket Details
Awaiting Info	The Support agent needs more information or clarification from you to resolve your ticket. Please reply to the comments made by the agent.	View Ticket Details
Resolved	The Support agent has proposed a solution for your ticket. Please confirm or decline the proposed solution.	View Ticket Details
Closed	Your ticket has been resolved to your satisfaction.	View Ticket Details

Filtering support tickets

You may filter your tickets based on the following criteria:

Status: All Status, New, Open. Awaiting Info, Resolved, Closed.

Submitted By: Only Bridge Platform Administrators can see this filter, which displays the tickets created by all users under that Enterprise account (All from account), or only the tickets created by yourself (Me). Tickets created by ‘Me’ is the default and only value if you do not have Bridge Platform Administrator permissions.

Last Update: All dates, Last week, Last month, Last 3 months, Last 6 months, Last year.

Search: You may also use the search bar to find the tickets that you are looking for faster. The columns that can be searched on include Ticket ID, Title, Impact, and Urgency.

Viewing ticket details page

When you trigger the View Details
action from the Support Tickets
table list, a new page is opened, which shows detailed information about your ticket. It also allows you to interact with a Support agent.

Discussion section

The Discussion section allows you to interact with a Support agent that is ready to help you out with troubleshooting and fixing your issue. You can post all your comments and questions to clarify any doubts that you or the Support team may have.

Confirming or declining resolution

After the Support team has troubleshot your issue, they will propose a resolution before closing the ticket to guarantee that you are satisfied with the solution and the issue has been fixed to your satisfaction. This is marked with the status ‘Resolved’.

Confirm: Make sure that you confirm if your issue has been fixed. In this way, you will let our Support Team know that the ticket can be closed. If we do not hear from you in 3 business days, the ticket will automatically be closed, and you no longer can interact with this ticket. For any unresolved issues, you will need to open a new ticket.

Decline: Make sure that you provide a reason why you feel your issue has not been resolved. The Support team will reopen the ticket and will gladly troubleshoot the issue one more time to guarantee your full satisfaction.

Managing documents with CollabDrive

The managing documents section, also known as CollabDrive, allows the account manager to upload and store any documentation that they want to share with the customer for monthly operational reviews and assessments. While all users can see and download documents, only users with the required permissions can upload documents and update the correspondent category; Only document owners can delete the file.

Go to the Secondary Menu

Select the CollabDrive
option from the menu.

You will be redirected to a new page.

The CollabDrive page presents you with a table showing the documents that have been uploaded. If no documents have been uploaded yet, you'll see a message prompting you to upload your first document. The Documents table provides a list with the following information:

Name: Name of the document.

Upload Date: Date when the document was uploaded.

Owner: Name of the person who uploaded the document.

Category: Category of the document (Operational Review, Assesment, or None).

Action: Ability to interact with your documents. Depending on your permission level, you can download or delete a document.

Use the pagination actions at the bottom of the page to navigate through all your documents.

Uploading a document

Only users with the required permissions can upload documents. Uploading documents in bulk is not currently supported. To upload two documents, you must go through this process twice. A document cannot exceed 10MB of size and the allowed formats include only: PDF, PowerPoint, and Excel. To upload a document, follow these steps:

Click the Add Document
button.

Read and consent to the Terms and Conditions
by checking the correspondent box.

Drag a file to the upload document box or click the link to search for a file to upload.

Select a document category: Assessment, Operational Review, or None.

Click Add
.

Deleting a document

Only document owners (user who uploaded the file) can perform this action. To delete a document, follow these steps:

Click the overflow menu next to the document that you want to delete.

Select Delete
.

Confirm the deletion.

Viewing and downloading documents

To view or download document, simply click the file under the Name
column. Otherwise, click the overflow menu next to the document of your choice and click Download
. PDF files are displayed in a new tab of your browser; other format types are directly downloaded to your computer.

Downloading documents in bulk is not currently supported. Each document must be downloaded individually.

Editing a document

To edit the category of a document, follow these steps:

Click the overflow menu next to the document that you want to edit.

Select Edit.

Update the document category

Click Update
.

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