Introduction: -

• Sify service desk is a platform for customer service management.
• A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners.
• The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Types of customers support: -

• Service desk providing two types of customer support.
• DC COLO ( Data Center Co-location) - We provide only space to the Customer.
• DC IT ( Data Center Information Technology) - We provide both space and IT services.

DC COLO: -

• DC related support belongs to person allow to the data center and material, movements in/out.
• Cage/Rack access and maintenance.
• Activity related etc.
• For ex: - Ups and floor maintenance activity
• Sify can provide the space for mounting the devices.

Data Center (DC) locations: -

• 1. Chennai (Tidel) - idcsupport_tidel@sifycorp.com & tidelidc_support@sifycorp.com
• 2. Bangalore - idc_blr@sifycorp.com
• 3. Noida - noidadc.ops@sifycorp.com

Three locations in Mumbai

• 4. Arioli - airoliidc_ops@sifycorp.com, airoliidc.access@sifycorp.com & logistics.airoli@sifycorp.com
• 5. Rabale - rabaleidc.ops@sifycorp.com, rabaleidc.access@sifycorp.com, rabaleidc.logistics@sifycorp.com, rabaleidc.shiftengineer@sifycorp.com & sify.rabaleservicedesk@sifycorp.com
• 6. Vash - vashiidc.access@sifycorp.com, ops_vashi@sifycorp.com, opsteam_vashi@sifycorp.com & logistics_vashi@sifycorp.com
• 7. Hyderabad - dcops.hyderabad@sifycorp.com
• 8. Kolkata - kolkatadc.ops@sifycorp.com

• The Dc Access team checks the details and provide access in to the Data Center.
• Logistics team check both In and Out of any material
• Ops team handle or check any issue of the customer server either physical or technical issue.

Request Types for DC: -

• VISITOR GATE / ENTRY PASS
• MATERIAL MOVEMENT INWARD/OUTWARD
• CAGE ACCESS/ CAGE MAINTANANCE
• RACK ACCESS /RACK MAINTANANCE
• MEDIA LOADING / UNLOADING
• PHYSICAL CONSOLE STATUS

DC IT: -

• Cloud services provide many IT services provisioning an application/database server from the cloud.
• Storage/backup with cloud storage and accessing software and applications.
• Cloud services are operated and managed by a cloud service provider, which works to ensure end-to-end availability, reliability, and security of the cloud

Technical Teams: -

• 1. Windows Team - mits.windows@sifycorp.com & mits.l1windows@sifycorp.com
• 2. Aws operation Team - AWS-OPS@sifycorp.com
• 3. Database Team - mits.database@sifycorp.com & mits.l1database@sifycorp.com
• 4. Unix Team - mits.unix@sifycorp.com & MITSUNIX@sifycorp.com
• 5. Soc Team - mss.soc@sifycorp.com
• 6. Backup Team - mits.backup@sifycorp.com
• 7. Cloud Team - mits.cloud@sifycorp.com & mits.l1cloud@sifycorp.com
• 8. Storage Team - mits.storage@sifycorp.com
• 9. Portal support Team - portal_support@sifycorp.com
• 10. Oci operation Team - OCIOperations@sifycorp.com
• 11. Azure Team - mits.azure@sifycorp.com
• 12. Mdr Team - mdr.team@sifycorp.com
• 13. Tools Team - tools.ca@sifycorp.com
• 14. Service -now support Team - servicenow.support@sifycorp.com
• 15. Network Team - mits.network@sifycorp.com

Tool: -

• Service Now - IR/SR
• COSMOCOM
• Shared Mailbox - sify.servicedesk@sifycorp.com

How will the customer contact MITS (Micro Instrumentation Telemetry System): -

• Customer will reach us either by email or phone call.
• Email: sify.servicedesk@sifycorp.com
• Service Now: https://sify.service-now.com (customer portal)
• Tollfree no:1800 419 2929
• #Option 6 Service Desk
• #Option 1 Connectivity
• #Option 5 Form Services
• #Option 7 Exam & CIS
• #Option 8 Digital Signature & Safe Script

Escalation Matrix: -

• Incident Manager: mits.incidentmanager@sifycorp.com
• Incident Manager contact: 98409 52123 / 98409 56123

Conclusion of service desk: -

It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

If a mail, we receive it from internal team or customer as shown in Image

Now we should raise a CHANGE REQUEST Ticket.

• Step 1) In Service now portal, have to click on Change Request tab then choose to create new option.
• 
• Step 2) After click on create new, click CMS - Normal: Changes without predefined plans that require approval and CAB authorization. Should be raised prior to 1 Day.
• 
• Step 3) Have to upload If any attachments.
• 
• Step 4) Now must fill the required details
  • Company—XYZ
  • BU-- CMS (always we have to give CMS only)
  • Priority— LOW (as per mentioned by internal team)
  • Change Req Type— give as per mentioned in mail
  • For example: raise CR tac to Soc team
  • Change req type as FIREWALL POLICY Configuration
  • Short description: Must paste subject line
  • Description: Have to copy the complete mail body and paste it.
• 
• Step 5) we have 5 columns under planning tab
• Justification
• Implementation
• Risk and impact analysis
• Backout Plan
• Test Plan
These columns have to be filled as, Need to be filled by internal team shown in below image.

• 
• Step 6) In Schedule tab, we have mention as
• Requested by date: Have to fill Ticket Raising current date and time
• Email Received: Mention the date and time when we received the mail
• Planned start date: System automatically generated
• Planned end date: This must be given as which the system generated date and time should be 11:59 PM only.
• 
• Step 7) Save, copy Ticket id: ___ and update it
• Step 8) Go to mailbox click on reply all, here also must upload attachment file and choose appropriate template after that paste it and send.
• Note: When customer mail us to raise a change request then we should ask approval to concern team, whenever we receive a approval mail from concern team then only raise a change request to customer.


• Template:
• If mail received by Team
• Dear Team,
• Kindly find the below change request ID.
• Change Request: CHNG0041664
• If mail received by Customer
• Dear Customer,
• Kindly find the below change request ID.
• Change Request: CHNG0041664

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Thota Srilakshmi	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

• Welcome Mail is regarding only for new customers, who want to visit our DC Center to check our services and structure.
• We must verify the DC TECH TOUR form and ask the approval from DC Managers before inviting a new customer.
• Once we get an approved mail from concerned DC MANAGER then we must send the welcome mail to the customers.

Note: Before sending the welcome mail to customers, must ensure about the route map, contact details, and verify dc address, date and time.

Welcome mail communication procedure as follows:

• Step 1) we receive a welcome mail as shown in below image.
• 
• Step 2) we must verify the dc tech tour form and ask approval to concern dc manager.
• We have the dc manager’s contact information in Concern DC Escalation matrix.
• 
• Open concern dc escalation matrix and note that level 3 or level 4 dc operation manager mail id.
• Now do reply all, attach that tech tour form and ask the approval from level 3 dc operation manager.
Dear Sir, / -mention name-
Kindly approve the DC tour form.
• 
• Step 3) Look at below image we got an approval from dc manager.
• 
• Step 4) Once we get a confirmation from dc manager, we have to send a welcome mail to Customer.
• In the mailbox compose new mail.
• Open concern Dc Visit confirmation communication form (Airoli/Bangalore/….) copy the whole content and paste it in the mail body.
• Now do changes, add wishes (morning/afternoon/evening) and have to be given the correct date and time which is mentioned in the dc tech tour form.
• Make sure that given dc contact number is working or not.
• There must be a Signature at bottom of the mail.
• In subject line Welcome to Sify Datacenter - BANGALORE DC- Important Visitor information. (Mention concern dc location)
• 
Mail Recipient’s:
• To: give customer mail id’s which are mentioned in tech tour form.
• CC: Add our team (Raja Uppuluri Sekharam, Julian Dhawan, Mohammed Fayaz).
• BCC: Concern dc mail ids and dc operation manager mail id have to add and check overall process done correctly or not then send mail to customer.
• 
• 
• 
• Step 5) After sending the welcome mail to customer raise a ticket for visitor pass in service now portal.
• Attach the tech tour form
• Company - Internal Support
• Service Type - SR
• Service request type - Visitor pass/Entry pass
• BU Location - give concern dc location
• Short description - Paste the subject line of received mail
• Description - Full mail body have to be paste
• Save then copy ticket id and update it.
• Step 6) In mailbox do reply all to that particular mail and attach tech tour form then add concern dc mail addresses in BCC, and reply as
Dear Team,
Welcome mail has been communicated to the customer, kindly find the below case id.
Your case id: IT#0035470476
• 

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Thota Srilakshmi	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: DNS/ Portal support/Domain Team
Tools used: Service Now

• Step 1 - On Service-now Click NEW TAB.
• Step 2 - Enter customer name as Sify DNS Service.
• Step 3 - Select the SR Type as DNS ADD/MODIFY/DELETE.
• Step 4 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 5 - We need to Copy the Complete mail and Paste in the Description.
• Step 6 - We need to Copy the Subject line and paste in the Short Description.
• Step 7 - We have options Submit and Save.
• Step 8 - First click the open Save we will get the Ticket Number Starting with IT#.
• Step 9 - We need to Copy the Ticket Id and Paste it in the Template :-
• Good Evening,
  
  Dear Customer,
  
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 10 - We need to click on the option Reply all on the mail send by the Customer.
• Step 11 - We need to Paste the Ticket Template in the mail.
• Step 12 - In the BCC we need to add the mail ID's portal_support@sifycorp.com, dnsadmin@sifycorp.com and domainadmin@sifycorp.com
• Step 13 - Last step we need to send the mail.

Support Team Email ID
portal_support@sifycorp.com
dnsadmin@sifycorp.com
domainadmin@sifycorp.com

Support Team Contact No
Sudhakar M: 9543439136

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Database Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• 
• Step 3 - If No Reply to customer to provide approval email from registered person. Template:-
Dear Customer,
For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organisation who will guide you further.

Thank you for contacting Sify SD.

• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to Database.
• 
Manual Ticket:
• Step 5 - On Service-now Click NEW TAB, Company - NIVA BUPA HEALTH INSURANCE COMPANY LIMITED
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as Database Access configuration
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Evening,
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID’s: - mits.database@sifycorp.com and mits.l1database@sifycorp.com
• Step 17- Last step we need to send the mail.

Auto Ticket:-

• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO. Select the option NO.
• Step 5 - You will get a option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Good Afternoon,
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and updated shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as Database Access configuration
• Step 10- You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0035942599
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's :- mits.database@sifycorp.com and mits.l1database@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mits.database@sifycorp.com and mits.l1database@sifycorp.com

Support Team Contact No
Sivaprahasam Dharman : 9952212426

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Backup Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
Template:-
Dear Customer,
For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
Thank you for contacting Sify Service Desk.
• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket:-
• Step 5 - On Service-now Click NEW TAB, Company -SHALIMAR PAINTS
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as Backup Configuration
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's :- mits.backup@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket:-
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
  
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as Backup Configuration
• Step 10- You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case."
• Step 13- We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's: mits.backup@sifycorp.com
• Step 16- Last step we need to send the mail.

Support Team emails ID
mits.backup@sifycorp.com

Support Team Contact No
Jerome Deepak : 9994011543
Karthikeyan R : 9790961331

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Service-now Support
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now.
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
Template:-
Dear Customer,
For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organisation who will guide you further.
Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get a Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket:-
• Step 5 - On Service-now Click NEW TAB, Company - GALAXY SURFACTANTS LTD
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as MONITORING ACTIVITY - OTHERS
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's :- servicenow.support@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket:-
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO. Select the option NO.
• Step 5 - You will get a option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as MONITORING ACTIVITY - OTHERS
• Step 10 - You will get and option Work Notes and You need to Paste:-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's :- servicenow.support@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
servicenow.support@sifycorp.com

Support Team Contact No
Durai Raj D - 9003044955 / durai.raj@sifycorp.com
Tejesh M Khimani- 9884133557 / tejesh.khimani@sifycorp.com
Sadhanandham Balaraman - 9940206286 / sadhanandham.balaraman@sifycorp.com

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Storage Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
Template:-
Dear Customer,
For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get a Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB, Company - NIVA BUPA HEALTH INSURANCE COMPANY LIMITED
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as Storage User account configuration.
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13 - We need to Copy the Ticket Id and Paste it in the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's :- mits.storage@sifycorp.commts.backup@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket:-
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as ACTIVE DIRECTORY - USER CREATION.
• Step 10 - You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0035942599
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's :- mits.storage@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mits.storage@sifycorp.com

Support Team Contact No
Sureshkannan V : 9940612009
Rajeshkumar S : 9884411388

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Cloud Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
Template:
Good Morning/Afternoon/Evening
Dear Customer,
Kindly provide us an approval email from an authorized email address, for us to assist you with your request.
Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get a Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB, Company - MAXIMUS INFOWARE INDIA PVT LTD
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as Cloud - copy/VM migration.
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13 - We need to Copy the Ticket Id and Paste it in the Template:-
  Good Evening,
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's :- mits.cloud@sifycorp.com and mits.l1cloud@sifycorp.com.
• Step 17 - Last step we need to send the mail.
Auto Ticket:-
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as ACTIVE DIRECTORY - USER CREATION.
• Step 10- You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0035942599
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's :- mits.cloud@sifycorp.com and mits.l1cloud@sifycorp.com.
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mits.cloud@sifycorp.com
mits.l1cloud@sifycorp.com

Support Team Contact No
Mahendran : 9787512017
Subhash Unnikrishnan : 9323121047

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Unix Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
Template:
Dear Customer,
For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
Thank you for contacting Sify Service Desk.
• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket:-
• Step 5 - On Service-now Click NEW TAB, Company -PORTALL INFOSYSTEMS PRIVATE LIMITED
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as UNIX-USER and GROUP CONFIGURATION
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's:- mits.unix@sifycorp.com and MITSUNIX@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket:-
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get a option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template: -
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as UNIX-USER and GROUP CONFIGURATION
• Step 10- You will get and option Work Notes and You need to Paste:-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12 - We need to Copy the Ticket Id and Paste it in the Template :-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case."
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID’s: - mits.uni@sifycorp.com and MITSUNIX@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mits.unix@sifycorp.com
MITSUNIX@sifycorp.com

Support Team Contact No
Senthilkumar E : 9884052996
Prakashraj Viswanathan : 9597065050

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: SOC/Host/MSS/ Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now.
• Step 3 - If No Reply to customer to provide approval email from registered person. Template: -
• 
Template:
Dear Customer,
Kindly provide us an approval email from an authorized email address, for us to assist you with your request.
Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get a Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• 
Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB, Company -PRAMERICA LIFE INSURANCE LIMITED
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as FIREWALL POLICY CREATION / DELETION
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13 - We need to Copy the Ticket Id and Paste it in the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's:- mss.soc@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket: -
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get a option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as FIREWALL POLICY CREATION / DELETION
• Step 10 - You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12 - We need to Copy the Ticket Id and Paste it in the Template:-
  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's:- mss.soc@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mss.soc@sifycorp.com

Support Team Contact No
Ananth M : 7506108816

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

• Sify has Eight DC Centers located at Airoli, Bangalore, Hyderabad, Kolkata, Noida, Rabale, Tidel and Vashi.
• Sify provides the space for mounting the devices.
• We provide access for people to allow into the data center and material movements In/Out.
• For physical access, cage/rack access and maintenance activity

• STEP 1 -- Check the mail id is an Authorized person or not, either in Service now portal or Dc master list.
  • In Service now, in the caller column you have to check if the customer is authorized or not.
  • 
  
  
  • Not authorized and have to check in Dc master list
  • In Dc Master list, do ctrl+f enter that mail id then change workbook under search options tab and click find all.
  • 
  • Customer is also not authorized in dc master list, so must ask approval.
  Template:
  

  Dear Customer,
  For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
  Thank you for contacting Sify SD.

  
  

  Note: Only when we get a mail from authorized customer then only must raise a ticket. Some authorized customers send a mail like approved, ok then we have to raise ticket using that authorized mail id.

  
  
  We have two scenarios to raise a ticket.
  
  • Manually raise a ticket
  • Auto ticket
  • If customer is authorized and he loops sify_snow then auto ticket have been generated within 5mins if no auto ticket is generated have to raise a ticket manually.

Manually Raise Ticket

Open Ticket (SIFY-SNOW)

Goto ServiceNow Portal Click on New tab Company --XYZ-- Service Type: SR/IR Service Req type: as per requirement BU Location: DC location Channel-- Email Caller-- customer mail id only(No need to give if mail is from internal member) Email Received time: ---- Short Description: subject line have to copy & paste it here Description: Whole mail copied body content should be paste it. Save and copy tac id then update tac

Goto open tac & click on tac Click on Assign to me then click on NO Click on Reassign Service Req type: as per requirement BU Location: DC location Notes: Dear Team, Kindly take care. Save & copy tac id then update.

• STEP 2 -- Go to mailbox click on reply all, choose appropriate template with tac id and paste it
  
  

  Template	Template
  Dear Customer, Thank you for contacting Sify Service Desk. We acknowledge your email / request and have created a case: IT#0036274918 We want to provide you with the best, most efficient service possible. Thank you for your patience and we look forward to assisting you! IF TEAM then, Dear Team, Your case id:	Dear Customer, Thank you for using our email to ticket feature. Your case is created and replied from sify@service-now.com. Kindly refer the ticket number for all future communications with us. Case id: IT#0036258866 You can reply from that email for any further communications with respect to this case.

• STEP 3 -- In Bcc Have to add the concern dc location mail address.
  
  

  AIROLI	airoliidc_ops@sifycorp.com airoliidc.access@Sifycorp.com Airoliidc_support@sifycorp.com airoliidc.csmfm@Sifycorp.com logistics.airoli@Sifycorp.com
  BANGALORE	idc_blr@sifycorp.com BangaloreDC@sifycorp.com logistics.bangalore@sifycorp.com
  HYDERABAD	dcops.hyderabad@sifycorp.com dcbms.hyderabad@sifycorp.com
  KOLKATA	kolkatadc.ops@sifycorp.com kolkataidc_support@sifycorp.com kolkatadc.bms@sifycorp.com
  NOIDA	noidadc.ops@sifycorp.com noidadc.logistics@sifycorp.com noidadc.fms@sifycorp.com noidadc.security@sifycorp.com noidadc.shiftleads@sifycorp.com
  RABALE	rabaleidc.ops@sifycorp.com rabaleidc.shiftengineer@sifycorp.com rabaleidc.shiftengineer@sifycorp.com rabaleidc.access@sifycorp.com rabaleidc.securityofficer@sifycorp.com
  TIDEL	tidelidc_support@sifycorp.com
  VASHI	ops_vashi@sifycorp.com vashiidc.csmfm@sifycorp.com logistics_vashi@sifycorp.com vashiidc.access@sifycorp.com

• Here are some Service request types as follows:
  
  If a Person need to Visit Data Center, then Service request type is VISITOR ENTRY/GATE PASS
  
  Example:
  • Visitor Inward Gate Pass
  • Visitor Outward Gate Pass
  • Access Engineers
  If a person needs to bring any materials into our DC center MATERIAL MOVEMENT INWARD
  
  Example:
  • Media inward
  • Drongo shipment delivery
  If a person needs to move material from our DC center MATERIAL MOVEMENT OUTWARD
  
  Example:
  • Material outward
  • Material return
  • Outbound shipment
  • Defective pickup
  If a person wants to do any activity in Dc Center PHYSICAL CONSOLE ACCESS
  
  Example:
  • RHS support
  • Server reboot request
  • Check cable connectivity
  • Device down alert
  • Jack in/out
  • Cross connect
  If a person needs to insertion or deletion of tapes MEDIA LOADING/UNLOADING
  
  Example:
  • Tapes inward/outward
  • Backup tape change
  • Insertion/deletion of tapes
  • Medias to be inserted and ejected
  • Connect External HDD to Jump server
  Cage Access
  
  Example:
  • Cage cleaning Activity
  • Sanmar cage access
  • Meeting room access
  • Cage access for Switch Replacement activity
  Rack Access
  
  Example:
  • Backup for DR server
  • Rack WASR3 Power
  • Required rack access
  Permanent Access card for a customer ACCESS CARD ACTIVATION
  
  Example:
  • Allocate Access Card - 1952
  • Permanent Access card
  • Enable Id card Access
  Customer says removal of id card ACCESS CARD DEACTIVATION
  
  Example:
  • Remove 1952 DC-02 Access
  • Building access card deactivation
  Customer need to renewal access card ACCESS CARD RENEWAL SPACE
  
  Example:
  • Temporary Id card access
  • Access card renewal for NOC team
  • Renewal of Access Card
  If request for Work permit access to engineers WORK PERMIT ARRANGEMENT
  
  Example:
  • Work permit for Vijay
  • Work permit access for engineers

Further Assistance of Eight Dc Locations Support emails id and contact Numbers

DC Locations	Support Team emails ID	Support Team Contact No's
AIROLI	satishsukhdev.shinde@sifycorp.com ketan.lodhe@sifycorp.com pramod.patil@sifycorp.com siddhant.kamble@sifycorp.com	Satish sukhdev--8108707102 Ketan Ashok--7666309054 Pramod--8169822033
BANGALORE	vijay.anandh@sifycorp.com moin.mohammed@sifycorp.com ramprabu.udayakumar@sifycorp.com	Vijay Anandh--9994144987 Moin mohammed--7406917023 Ramprabu--7708064193
HYDERABAD	yellambatla.pavankumar@sifycorp.com	Yellambatla Pavan Kumar--8790011635
KOLKATA	sanju.sarkar@sifycorp.com	Sanju--8910973255
NOIDA	avinash.ashok@sifycorp.com zeeshan.mohd@sifycorp.com	Avinash kumar--8340315587
RABALE	dipesh.rane@sifycorp.com ganesh.parab@sifycorp.com abhishek.kolhe@sifycorp.com	Dipesh--9890885160 Ganesh Anand--8779002148 Abishek--9930848939
TIDEL	balamurali.mummurthy@sifycorp.com giridharan.kathiravan@sifycorp.com siva.sathya@sifycorp.com	Balamurali--7502363106 R sivasathya--8870075885
VASHI	saurabh.patil@sifycorp.com	Saurabh Namdev Patil--8433695746

Escalation mail ID/Contact number:

mits.incidentmanager@sifycorp.com
98409 52123 / 97898 54640

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

DC IT Request Creation

• If we get a mail from customer or Internal team to raise any Ticket for a technical issue that the customer is facing.
• We need to raise a Ticket and assign it to the concerned team.
Tools used: - Service-now
Procedure: -
• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now.
• We need to copy the customer mail ID and paste it in the Caller option in Service- now. If the mail ID is Authorized the System will accept.


• If the mail ID is Not Authorized you will get the below error


• Step 3 - If No Reply to customer to provide approval email from registered person.
Template: -
• Dear Customer,
  For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
  Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB.


Company - XYZ Company


• Step 6 - Select the SR/IR in Service Type field as per the Email.



• Step 7 - Select the SR/IR Type as per the Email to the concern Technical team.
• Example: - SR Type as ACTIVE DIRECTORY - USER CREATION.( Windows).
• Then the request will be assigned to the concern team in the Assignment Group as shown in the below Screen Shot.


• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.



• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.



• Step 11 - We have options Submit and Save.



• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.



• Step 13 - We need to Copy the Ticket Id and Paste it in the
  Template: -

  Good Morning/Afternoon/Evening
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience

• Step 14 - We need to click on the option Reply all on the mail sent by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's:- Concern Team Mail ID.
• Step 17 - Last step we need to send the mail.
  • Find the Snap Shot of the Ticket created
  
  
Auto Ticket: -
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sends a mail to ServiceNow email Id. we will get an Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the
  Template: -
  • Good Morning/Afternoon/Evening
    Dear Customer,
    Thank you for using the self-care portal.
    The request will be addressed and updated shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR/IR in Service Type field as per the Email for concern Team.
  • Example: - SR Type as ACTIVE DIRECTORY - USER CREATION.( Windows).
• Step 9 - You will get and option Work Notes and You need to Paste:-
  Dear team,
  Kindly take care and click on Update.
• Step 10 - We have options Save.
• Step 11- We need to Copy the Ticket Id and Paste it in the Template:-,
  • Dear Customer,
    Thank you for using our email to ticket feature.
    Your case is created and replied to from sify@service-now.com. Kindly refer the ticket number for all future communications with us.
    Your Case id: IT#0035942599
    You can reply from that email for any further communications with respect to this case.
• Step 12 - We need to click on the option Reply all on the mail send by the Customer.
• Step 13 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's:- Concern Team Mail ID.
• Step 16 - Last step we need to send the mail.
Mail ID for the Team: -
• 1. Windows Team - mits.windows@sifycorp.com & mits.l1windows@sifycorp.com
• 2. Aws operation Team - AWS-OPS@sifycorp.com
• 3. Database Team - mits.database@sifycorp.com & mits.l1database@sifycorp.com
• 4. Unix Team - mits.unix@sifycorp.com & MITSUNIX@sifycorp.com
• 5. Soc Team - mss.soc@sifycorp.com
• 6. Backup Team - mits.backup@sifycorp.com
• 7. Cloud Team - mits.cloud@sifycorp.com & mits.l1cloud@sifycorp.com
• 8. Storage Team - mits.storage@sifycorp.com
• 9. Portal support Team - portal_support@sifycorp.com
• 10. Oci operation Team - OCIOperations@sifycorp.com
• 11. Azure Team - mits.azure@sifycorp.com
• 12. Mdr Team - mdr.team@sifycorp.com
• 13. Tools Team - tools.ca@sifycorp.com
• 14. Service -now support Team - servicenow.support@sifycorp.com
• 15. Network Team - mits.network@sifycorp.com
• 16. GCP Team- gcp-ops@sifycorp.com

Escalation Matrix: -

Incident Manager - mits.incidentmanager@sifycorp.com - 9840952123 / 9840956123

Windows Team: -
Easy search:-
Email Id creation / Microsoft Critical & Security Patch Update Activity/ BID-10037445 Visa 3DS ACS 2.0
Certificate/Unable to logged complain & Feedback update

Request IR/SR:-

L1 WINDOWS	Medium	SCHEDULE TASK ISSUES
L1 WINDOWS	High	Windows SERVICE UNAVAILABLE
L1 WINDOWS	Medium	RDP ISSUES

L1 WINDOWS	Low	SERVER RESTART
L1 WINDOWS	Low	ACTIVE DIRECTORY - PASSWORD RESET
L1 WINDOWS	Low	ACTIVE DIRECTORY - USER CREATION
L1 WINDOWS	Low	Messaging Mailbox Configuration

Support Team emails ID/Contact No's: -

Raja Shankar - 9994382982 - raja.shankar@sifycorp.com
Venkatesan V.P - 9940447216 - venkat.panneerselvam@sifycorp.com
Abubakker Ferozkhan A - 8148767371 - abubakker.ferozkhan@sifycorp.com

Aws operation Team: -
Easy search: -

Switch on the machine 10.137.160.28/ AWS required details / Computer has been rebooted/ IP whitelisting for Email configuration/ Power on Server/ Terminate old stage rds/ BACKUP MEDIA AGENT REACHABILITY ISSUE/

Request IR/SR:-

AWS OPERATIONS	Low	AWS Config request
AWS OPERATIONS	Low	AWS IAM Request
AWS OPERATIONS	Low	Aws API Configuration and modification
AWS OPERATIONS	Low	Aws ECS Configuration

AWS OPERATIONS	High	AWS VPN ISSUES
AWS OPERATIONS	Critical	SERVER STATUS CHECK FAILIURE
AWS OPERATIONS	Critical	DIRECT CONNECT DOWN
AWS OPERATIONS	Medium	S3 BUCKET ISSUES

Support Team emails ID/Contact No's: -

Senthilkumar E - 9884052996 - senthil.kumar@sifycorp.com
Selvakumar - 9597374770 -selvakumar.krishnamoorthy@sifycorp.com
Paras Udawat - 9119327647 - paras.manohar@sifycorp.com
Sureshraja Eswaran - 9688899949 - sureshraja.eswaran@sifycorp.com

Database Team: -
Easy search: -

CRM App to DB Latency Issue/ Regarding LIMS integration testing/ db user password expired/ ETT_Small office/ Need to delete DB logs for ANMS AV server / Request for New Servers - Staging & Production/ DailyBackupReport/

Request IR/SR:-

L1 WINDOWS	High	DB License Issues
L1 WINDOWS	Medium	DB JOB FAILURE
L1 WINDOWS	High	DB PERFORMANCE ISSUE
L1 WINDOWS	Medium	DB Replication issues

L1 WINDOWS	Low	Database Access configuration
L1 WINDOWS	Low	Database Script execution
L1 WINDOWS	Low	Database configuration
L1 WINDOWS	Low	Database Load Testing

Support Team emails ID/Contact No's: -

Sivaprahasam D - 9952212426 - sivaprahasam.dharman@sifycorp.com
Korlam Sainath - 8482905981 - korlam.sainath@sifycorp.com
Mandalapu Suresh - 9701431281 - mandalapu.suresh@sifycorp.com
Manchili Sai Naga - 9703344955 - manchili.sai@sifycorp.com

Unix Team: -
Easy search: -

CPRS Servers/ cronjob issue | noiprtreadb1(172.23.3.15) / Removing public IP for MAX sites || Unix/ Request for renewal PO / VAPT Report Points

Request IR/SR:-

L1 UNIX	Low	IP address and hostname configuration
L1 UNIX	Low	TASK SCHEDULER CONFIGURATION
L1 UNIX	Low	SERVER ANALYSIS
L1 UNIX	Low	Client Status Report-UNIX
UNIX	Medium	LNX HA FAILURE
UNIX	Critical	Unix Service unavailable
UNIX	Medium	SERVER PERFORMANCE ISSUES-Unix
UNIX	Medium	DISK RELATED ISSUES
UNIX	Medium	USER LOGIN ISSUES

Support Team emails ID/Contact No's: -

Senthilkumar E - 9884052996 - senthil.kumar@sifycorp.com
Prakashraj Viswanathan - 9597065050 - prakashraj.viswanathan@sifycorp.com
Alla Mahesh - 9182137905 - mahesh.alla@sifycorp.com

SOC Team/ Host Team/ Smart Team/ Perimeter Security: -
Easy search: -

Unable to Connect FortiClient/ LINKINTIME ISSUES/ Firewall Port Opening Request CASE API/ Allow 10.78.0.0 OCI subnet for APP_DEV VPN/ BACKUP MEDIA AGENT REACHABILITY ISSUE/ PORT OPENING REQUEST FOR NEW INFRA

Request IR/SR:-

MSSP	Medium	PROXY - Policy Issues
MSSP	Critical	IDS IPS Service unavailable
MSSP	Critical	Firewall Unreachable
MSSP	Medium	FIREWALL WEBFILTER CERTIFICATE ISSUE
MSSP	High	PROXY - Hardware Issues
MSSP	Low	WAF INTERFACE CONFIGURATION
MSSP	Low	FIREWALL LOG Configuration
MSSP	Low	MFA POLICY CONFIGURATION
MSSP	Low	EMAIL GW Policy Configuration
MSSP	Low	PIM SERVICE Configuration

Support Team emails ID/Contact No's: -

Venuraja S - 9176612070 - venu.raja@sifycorp.com
Sumit Singh Pundir - 7406131316 - sumit.pundir@sifycorp.com
Sathish G - 8807772422 - sathish.ganesan@sifycorp.com

Backup Team: -
Easy search: -

Removing machine from network / Re: GETTING ERROR/SPLDB_172.17.130.101 || BACKUP ||/ Back Up server

Request IR/SR:-

BACKUP	High	TAPE LIBRARY FAILURE
BACKUP	Critical	BACKUP RESTORATION Failure
BACKUP	Medium	BACKUP CLIENT ISSUES
BACKUP	High	MEDIA FAILURE
BACKUP	Medium	BACKUP ISSUES and FAILURE
BACKUP	Low	Backup Configuration
BACKUP	Low	REPORT CREATION
BACKUP	Low	DVR RESTORATION
BACKUP	Low	DVR BACKUP
BACKUP	High	RESTORATION REQUEST
BACKUP	Low	Backup request

Support Team emails ID/Contact No's: -

Jerome Deepak M - 9994011543 - jerome.deepak@sifycorp.com
Karthikeyan R - 9790961331 - karthikeyan.renganathan@sifycorp.com
Sureshkannan - 9940612009 - suresh.kannan@sifycorp.com
Hemanth Kumar - 7095404835 - hemanth.venkat@sifycorp.com

Cloud Team: -
Easy search: -

Upgrade Core Production Server/ Server restart/ Apex Central fails to update / RDM LUN visibility to be check

Request IR/SR:-

CLOUD	Critical	Infra Hardware failure
L1 CLOUD	High	Server Performance issue-cloud
L1 CLOUD	High	vCenter Down
CLOUD	Low	Datastore modification
L1 CLOUD	Low	SERVER REBOOT
L1 CLOUD	Low	Storage Migration
L1 CLOUD	Low	Infra - OEM coordination
L1 CLOUD	Low	CONSOLE ACCESS
L1 CLOUD	Low	VM Migration

Support Team emails ID/Contact No's: -

Subhash Unnikrishnan - 9323121047 - subhash.unni@sifycorp.com
Janak Chandrakant - 7768855320 - janak.shinde@sifycorp.com
Sureshkannan - 9940612009 - suresh.kannan@sifycorp.com
K Avinash - 9941941491 - avinash.karunanidhi@sifycorp.com
Puneet J - 7769966034 - jain.puneet@sifycorp.com

Storage Team: -
Easy search: -

Alert from OnCommand Unified Manager: Volume Space Full/ Monthly Storage MIS Report / Datastore Increase/ Regarding space reclaim

Request IR/SR:-

STORAGE	Critical	ISCSI Switch failure
STORAGE	Medium	PM SENSOR ISSUE
STORAGE	High	SFP module failure
STORAGE	High	FC Cable Faulty
STORAGE	Medium	Disk Failure
STORAGE	Critical	NAS Switch Failure
STORAGE	Medium	SAN Disk Performance issues
STORAGE	Low	Storage Tier Migration
STORAGE	Low	Storage Capacity Report
STORAGE	Low	Storage Lun Allocation or Deallocation
STORAGE	Low	Storage performance report

Support Team emails ID/Contact No's: -

Sureshkannan - 9940612009 - suresh.kannan@sifycorp.com
Rajeshkumar S - 9884411388 - rajeshkumar.selvakumar@sifycorp.com
Saneesh Chingan - 9986948685 - saneesh.chingan@sifycorp.com
Mohamed Jeelan S - 9600023957 - mohamed.jeelan@sifycorp.com
Mageshkumar S - 7776061336 - mageshkumar.selvaraj@sifycorp.com
Ullipayala Chandrakanth - 9849470426 - chandrakanth.venkataramanaiah@sifycorp.com

Oci operation Team: -
Easy search: -

Request for MAFIL HR DB access/ FINNONE DB CONNETIVITY TO OCI SEVER / DOMAIN ID CREATION/ UAT servers patch updating activity/ port flow for UAT DB Access

Request IR/SR:-

OCI VPN ISSUES
OCI SERVER UNREACHABLE
OCI-Backup Configuration
OCI - API Gateway Configuration

Support Team emails ID/Contact No's: -

Senthilkumar E - 9884052996 - senthil.kumar@sifycorp.com
Selvakumar Krishnamoorthy - 9597374770 - selvakumar.krishnamoorthy@sifycorp.com

Azure Team: -
Easy search: -

Disable start-stop schedule/ SQL_DWH Azure Subscription/ Deloitte Audit report/ Port needs to be opened/ Cost -- backup azure-Subscription/ Backup consolidated report for AWS and Azure instances

Request IR/SR:-

MS AZURE	Medium	Azure Storage account / access ISSUES
MS AZURE	Critical	Azure SERVER STATUS CHECK FAILIURE
MS AZURE	High	Azure NETWORK and Reachability ISSUES
MS AZURE	Medium	Azure AD/ IAM ISSUES
MS AZURE	Low	Azure VM Configuration
MS AZURE	Low	Azure Virtual network / Application gateways
MS AZURE	Low	Azure Disk / Size Configuration
MS AZURE	Low	Azure Customer Report Request

Support Team emails ID/Contact No's: -

Senthilkumar E - 9884052996 - senthil.kumar@sifycorp.com
Selvakumar Krishnamoorthy - 9597374770 - selvakumar.krishnamoorthy@sifycorp.com

Mdr Team: -
Easy search: -

SIEM Log retention/ Require data / documents for CSITE IT Audit (RBI) - (Revised) | BMCB

Request IR/SR:-

MS DR	Medium	RPO
MS DR	Critical	PS DOWN
MS DR	Medium	CONSISTENCY TAG FAILURE
MS DR	High	Link Down / Packet drops
MS DR	Low	Health Report - DR
MS DR	Low	Actual DR - Disruptive

Support Team emails ID/Contact No's: -

D. Gnanasekar - 9840767031 - gnanasekar.dayalan@sifycorp.com
Nandhakumar - 9360646066 - nandhakumar.veerapathiran@sifycorp.com
Sivashankari - 6385388193 - sivashankari.markandeyan@sifycorp.com

Tools Team: -
Easy search: -

Robot inactive alerts/ Nainital Bank -Zabbix/ Log Gap threshold limit / Launch one EC2 T2.medium instance/ Regarding LIMS integration testing/ List of physical servers currently not in use/ cronjob issue | noiprtreadb1( 172.23.3.15)

Request IR/SR:-

MS TOOLS CA	Medium	DEVICE MONITORING - TROUBLESHOOTING - CA
MS TOOLS CA	Medium	MONITORING - CA UIM PORTAL INACCESSIBLE
MS TOOLS CA	High	Auto Ticket not created
MS TOOLS CA	Medium	MONITORING - HUB INACCESSIBLE
MS TOOLS CA	Low	MONITORING - VERIFY FEASIBILITY / ENQUIRY
MS TOOLS CA	Low	DEVICE CONFIGURATION - MODIFICATION - CA
MS TOOLS CA	Low	MONITORING ACTIVITY - OTHERS
MS TOOLS CA	Low	DEVICE CONFIGURATION - ADDITION - CA

Support Team emails ID/Contact No's: -

Kattika Rajendra - 9493485074 - kattika.rajendra@sifycorp.com
Bharathi Rajan - 7259707722 - bharathi.rajan@sifycorp.com
Vangala Anoosha - 8309505705 - anoosha.ashok@sifycorp.com
Burra Parandam - 9148455514 - burra.parandam@sifycorp.com

Service -now support Team: -
Easy search: -

Help Needed: Sify Portal Access Issue/ Not able to access application / Digital Server Restore Request/ Reset login for Service Now

Request IR/SR:-

MS TOOLS SERVICENOW	Medium	SERVICE-NOW LOGIN ISSUES
MS TOOLS SERVICENOW	Critical	SERVICENOW PORTAL ISSUE
MS TOOLS SERVICENOW	Medium	REPORT RELATED ISSUES-SNOW
MS TOOLS SERVICENOW	Low	ESCALATION CONFIGURATION
MS TOOLS SERVICENOW	Low	NEW SR/IR CREATION
MS TOOLS SERVICENOW	Low	CUSTOMER ADD/DEL/MOD - SERVICENOW
MS TOOLS SERVICENOW	Low	ROLE MAPPING
MS TOOLS SERVICENOW	Low	AUTOMATION - ENABLEMENT
MS TOOLS SERVICENOW	Low	SERVICE-NOW DEMO
MS TOOLS SERVICENOW	Low	USER ADD/DEL/MOD - SERVICENOW

Support Team emails ID/Contact No's: -

Durai Raj D - 9003044955 - durai.raj@sifycorp.com
Tejesh M Khimani - 9884133557 - tejesh.khimani@sifycorp.com
Balaraman - 9940206286 - sadhanandham.balaraman@sifycorp.com
Bavith Parameswaran - 9894590805 - bavith.parameswaran@sifycorp.com
Srivarshini - 7708298802 - srivarshini.murugesan@sifycorp.com

Network Team: -
Easy search: -

MITS Firewall/ CPRS Servers/ Removing public IP/ IP Whitelisting/ Policy to be enable for HSM DC/ (Ext) Re: IP not reachable/ IPSEC VPN for Rourkela Branch/ Network litany CRM app server / Network\IP Whitelisting || SR62036/ Regarding LIMS integration testing/ Internet Access/ Request for Add IP/ Server Internet Restriction

Request IR/SR:-

MS NETWORK	Medium	DC Firewall Duplicate VDOM Name
MS NETWORK	High	REPLICATION LINK SLOWNESS
MS NETWORK	Medium	SSL VPN CONNECTION FAILURE
MS NETWORK	Critical	DC REACHABILITY ISSUES
MS NETWORK	High	NETWORK SLOWNESS ISSUES
MS NETWORK	Low	SWITCHPORT CONFIGURATION
MS NETWORK	Low	LOADBALANCER SSL CERTIFICATE CONFIGURATION
MS NETWORK	Low	IPS REPORT
MS NETWORK	Low	FREE IP ALLOCATION VERIFICATION

Support Team emails ID/Contact No's: -

Sureshkannan - 9940612009 - suresh.kannan@sifycorp.com
Mohammed Irfan - 9940033799 - mohamed.irfaan@sifycorp.com
Chennappachetty - 9952692537 - chennappachetty.perumal@sifycorp.com

GCP Team: -
Easy search: -

Need to upgrade the FortiGate firewalls - AMNS / Google Cloud Support 42330323: server total disk space is showing less than 10% while data is only taking space 20% / Restore S4Q System /Suse on SAP /

Request IR/SR:-

We need to type GPC in the Service request type and take the first request type and enter 10. in Configuration item

Support Team emails ID/Contact No's: -

Senthilkumar E - 9884052996 - senthil.kumar@sifycorp.com
Selvakumar Krishnamoorthy - 9597374770 - selvakumar.krishnamoorthy@sifycorp.com

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

If we get a mail for change of Domain subscribed from Sify from Customer or Internal Team.
Tools used: - Service-now Portal

• Step 1 - On Service-now Click NEW TAB. Select Company as SIFY DNS SERVICE

• Step 2 - Select the SR in Service Type field.
• Step 3 - Select the SR Type as DNS ADD/MODIFY/DELETE.
• Then the tac will get assigned to Portal Support

• Step 4 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.

• Step 5 - We need to Copy the Complete mail and Paste in the Description.
• Step 6 - We need to Copy the Subject line and paste in the Short Description.

• Step 7 - We have options Submit and Save.

• Step 8 - First click the open Save we will get the Ticket Number Starting with IT#.

• Step 9- We need to Copy the Ticket Id and Paste it in the Template: -
  

  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience.

• Step 10 - We need to click on the option Reply all on the mail sent by the Customer.
• Step 11 - We need to Paste the Ticket Template in the mail.
• Step 12 - In the BCC we need to add the mail ID's portal_support@sifycorp.com, dnsadmin@sifycorp.com and domainadmin@sifycorp.com
• Step 13 - Last step we need to send the mail.
• Find the Snap Shot of the Ticket created

Support Team emails ID: -

• portal_support@sifycorp.com
• dnsadmin@sifycorp.com
• domainadmin@sifycorp.com

Support Team Contact No's: -

• Sudhakar M - 95434 39136

Escalation mail ID/Contact number: -

• Email: mits.incidentmanager@sifycorp.com(Incident Manager)
• Contact: +91 98409 52123 / 98409 26123 / 044-66235600-1208

Keywords for easy search: -

DNS - TXT record, CName creation, Add subdomain, Create PTR record, and Need DNS resolution service

Note: - We will get the DNS change request mail maximum from the Bank Customers

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Windows Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person.
• 
  Template: -
  Dear Customer,
  For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
  Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB, Company - MAX HEALTHCARE INSTITUTE LTD.
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as ACTIVE DIRECTORY - USER CREATION.
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template:-
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's: - mits.windows@sifycorp.com and mits.l1windows@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket: -
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as ACTIVE DIRECTORY - USER CREATION.
• Step 10 - You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com.Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's:- mits.windows@sifycorp.com and mits.l1windows@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
mits.windows@sifycorp.com
mits.l1windows@sifycorp.com

Support Team Contact No
Raja Shankar : 9994382982
Venkatesan V.P : 9940447216

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Team Name: Tools Team
Tools used: Service Now

• Step 1 - Need to check If the mail is from an Authorized person or not.
• Step 2 - Validation of Registered email ID to be done in Service-now
• Step 3 - If No Reply to customer to provide approval email from registered person. Template: -
• 
  Template: -
  Dear Customer,
  For security reason and as a process we are bound to take request or approval from authorized email ID users listed in our data base, so kindly provide us an approval email from an authorized email address, for us to assist you with your request. If you wish to have your email ID added in the authorized personnel list to raise or approve a request, as a onetime activity please register through authorized personnel in your organization or reach Sify’s Technical Support Manager assigned for your organization who will guide you further.
  Thank you for contacting Sify SD.
• Step 4 - If Yes / Once we get an Approval mail Authorized person/ Mail from Internal team to raise a Ticket to windows team.
• Manual Ticket: -
• Step 5 - On Service-now Click NEW TAB, Company - POONAWALLA FINCORP LTD
• Step 6 - Select the SR in Service Type field.
• Step 7 - Select the SR Type as MONITORING - CA UIM PORTAL USER CREATION
• Step 8 - Select the Channel Source of Request as Email and Email Received time to be updated as per the Email.
• Step 9 - We need to Copy the Complete mail and Paste in the Description.
• Step 10 - We need to Copy the Subject line and paste in the Short Description.
• Step 11 - We have options Submit and Save.
• Step 12 - First click the option Save we will get the Ticket Number Starting with IT#.
• Step 13- We need to Copy the Ticket Id and Paste it in the Template:-
  Dear Customer,
  Thank you for contacting Sify Service Desk.
  We acknowledge your email / request and have created a Sify case ID: IT#0000000000 for you.
  Always Assuring you of our best services.
  Thank you for your patience
• Step 14 - We need to click on the option Reply all on the mail send by the Customer.
• Step 15 - We need to Paste the Ticket Template in the mail.
• Step 16 - In the BCC we need to add the mail ID's: - tools.ca@sifycorp.com
• Step 17 - Last step we need to send the mail.
Auto Ticket: -
• Step 1 - Auto Ticket will be created in Service-now portal if the mail is sent from an Authorized person Email ID.
• Step 2 - If the customer is Authorized and sify@service-now.com is add in the mail we will get a Open Ticket.
• Step 3 - On Service-now Click the Open Ticket raised.
• Step 4 - Next Click on the Assign to Me you will get Do you want to change the existing SR/IR? With 2 options YES/NO Select the option NO.
• Step 5 - You will get an option Notes- Additional comments (Customer visible).
• Step 6 - In Additional comments (Customer visible) we need to add the Template:-
  Dear Customer,
  Thank you for using the self-care portal.
  The request will be addressed and update shortly. You may check the comments field in the portal for the updates regarding this ticket.
• Step 7 - Next Click on the Reassign option.
• Step 8 - Select the SR in Service Type field.
• Step 9 - Select the SR Type as MONITORING - CA UIM PORTAL USER CREATION
• Step 10 - You will get and option Work Notes and You need to Paste :-
  Dear team,
  Kindly take care and click on Update.
• Step 11 - We have options Save.
• Step 12- We need to Copy the Ticket Id and Paste it in the Template :-
  Dear Customer,
  Thank you for using our email to ticket feature.
  Your case is created and replied from sify@service-now.com. Kindly refer the ticket number for all future communications with us.
  Your Case id: IT#0000000000
  You can reply from that email for any further communications with respect to this case.
• Step 13 - We need to click on the option Reply all on the mail send by the Customer.
• Step 14 - We need to Paste the Ticket Template in the mail.
• Step 15 - In the BCC we need to add the mail ID's:- tools.ca@sifycorp.com
• Step 16 - Last step we need to send the mail.

Support Team emails ID
tools.ca@sifycorp.com

Support Team Contact No
Kattika Rajendra - 9493485074 - kattika.rajendra@sifycorp.com
S Bharathi Rajan - 7259707722- bharathi.rajan@sifycorp.com
Vangala Anoosha - 8309505705- anoosha.ashok@sifycorp.com

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Sarath Kumar	Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	2.0	19/02/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

Mails from the Internal team to send a communication to the customer are considered as Nightshift handover mails.

We have 2 Types of Nightshift handover: -

• Sending the reports
• Sending the update on the TAC raised
• Activity communication/ Maintenance issue
This mail is sent in two ways
• Individual communication
• Bulk communication

Individual communication: -

Sending the reports: -



• Step 1: - Take a fresh mail
• Step 2: - We need to keep the Customer mail ID in To
• Step 3: - In CC we need to keep Our team raja.sekharam@sifycorp.com, julian.dmonte@sifycorp.com & mohammed.fayaz@sifycorp.com
• Step 4: - We need keep the DC mail ID and the person mail ID if mentioned in the mail
• Step 5: - We need to copy both the body and subject of the mail sent to the internal team and paste in the new mail.
• Step 6: - We need to add the attachment given in the mail.

• Step 7: - Then we need to send the mail.

Bulk communication: -

We will get a mail from concern DC to send a communication to the list of customer Activity communication/ Maintenance issue



• Step 1: - Take a fresh mail
• Step 2: - We need to keep our mail ID sify.servicedesk@sifycorp.com
• Step 3: - We need to keep Our team in CC raja.sekharam@sifycorp.com, julian.dmonte@sifycorp.com & mohammed.fayaz@sifycorp.com
• Step 4: - We need keep the all the customer mail ID in BCC along with the DC mail ID
• Step 5: - We need to copy both the body and subject of the mail send the internal team and paste in the new mail.
• Step 6: - We need to add the attachment given in the mail.
• Step 7: - Then we need to send the mail.

Note: We can add only 499 mail ID in BCC and send communication. If the mail ID are more than 500, we need to divide the mail ID and send the same communication 2 times.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Mohammed Fayaz	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.1	03/04/2024	12/12/2022
Piellela Venu	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022