User Guide
This guide is designed to help you get started quickly and provides step-by-step instructions, helpful tips, and best practices to ensure a smooth and effective experience.
TSANet Process Overview
Portal Experience
How to Login
Email Authentication:
To log in using your email and password:
Visit the login page: go to connect.tsanet.org
Find your company page: use the search bar labeled “Sign in to your company page” to locate your organization or go directly to your company’s login page:
yourdomain.tsanet.orgEnter your credentials:
Type your Email and Password
Click the Login button
Forgot your password? Click the “forgot password?” link to reset it.
User Registration:
If you don’t have an account:
Go to your company’s login page
Look for an option to create an account
Follow the registration steps using your company email
User Single Sign-On (SSO)
Available for Premium and Elite Members
Enables seamless login using your organization’s identity provider
Contact your IT administrator or TSANet support to configure SSO
Update Profile & Password
Update Profile Information:
Go to the Profile tab → Click on “Profile” in the top navigation bar.
Edit your contact details You can update:
First Name & Last Name
Email & Phone
Country & City
Save your changes → Click the “Update Profile” button at the bottom of the section.
Change Password:
Enter your new password in the “Change Password” section.
Confirm your new password by typing it again.
Password requirements:
Minimum 5 characters
At least 1 uppercase letter
At least 1 lowercase letter
At least 1 number
At least 1 special character:
!,$,&, or%
Save your new password → Click the “Change Password” button.
Invite Partner to Connect
Invite an Existing Member:
Navigate to the Home page.
Locate the Find a Partner / Department section.
In the search bar, begin typing the name of the company you wish to collaborate with.
If the company appears in the dropdown list:
Click on Send Invite next to the company name.
A pop-up window titled Invite a Member will appear.
Fill in the reason for collaboration in the provided text box.
Click Send Request.
TSANet will contact the company on your behalf to request mutual collaboration.
Invite a NEW Member:
Navigate to the Home page.
Locate the Find a Partner / Department section.
In the search bar, begin typing the name of the company you wish to collaborate with.
If the company is not found in the dropdown list:
Click on the link Not able to find your partner?
A pop-up window titled Invite a Member will open.
Fill in the following fields:
Partner Name (required)
Partner Website (optional)
Contact Name (optional)
Contact Email (optional)
Additional Comments – explain why collaboration is needed.
Click Send Request.
TSANet will review your request and reach out to the company.
Company Notes, Internal Notes, Admin Notes, Favorite Process Form
Company Notes
Helfpul information for your users.
Notes visible to your organization.
Used for internal tracking and context.
Only admins (Business/Program Managers) can edit.
Instructions for YOUR engineers to use when contacting a specific member.
Notes added during collaboration.
Only visible to your organization.
Only admins (Business/Program Managers) can edit.
Admin Notes
Members can add a NOTE to the top of the form highlighting specific instructions, form requirements, or more information about a specific field. For example, if a serial number is required, this could have some text linking to an article on how to find a serial number.
Notes added only by TSANet Admins. Contact TSANet to add a note.
Favorite Process Form
Go to New Partner Collaboration.
Click the ⭐ icon next to the process form.
Access favorites from the My Favorites section.
Collaboration Requests
Submit a Collaboration Request
Go to New Partner Collaboration.
Search for the Member company.
Select a process form.
Fill in:
Your Case Number
Problem Summary & Description
Customer Details
Respond to a Collaboration Request
You will receive an email from connect@tsanet.org containing all the information needed to respond and collaborate with the Member. Complete the initial response by selecting the “Respond to” button in the email. The “respond to” button will take you to a form where you can enter the following information.
Your case Number: This is the case number in your system
Your Assigned Engineer: The Assigned Engineer
Engineer Email: The Engineer email or email used to update the case
Engineer Phone: The Engineer phone or main support phone
Note: Any note that you want to send to the other Member
By clicking Respond, you will be directed to a screen where you can either Accept Collaboration Request or Request information and fill out forms depending on your response:
An option Reject collaboration request appears only after requesting additional information:
SLA, How to Escalate
Member must respond to TSANet request within the agreed SLA (Detail the P1, P2, P3 priorities). If you don't receive a response, member's can follow the escalation instructions.
Priorities
P1 (High): Initial response within 4 hours
P2 (Medium): Initial response within 8 hours
P3 (Low): Initial response within 24 hours
Priority is a required field that must be filled in during creation of callaboration request:
Response Times are set based on Membership level or Partner Group. Response is defined as an initial response from the Member with an engineer assigned to the case. Your request will be escalated if the response time is exceeded.
How to Escalate
Use Escalation Instructions provided in the email or case details.
Options:
Call the support line
Use the “Escalate Case” button in the WebApp
Add Notes, Secure File Transfer
Add Notes
You can add notes to send case updates to the other Partner or request more information
Select the case from your dashboard.
Click “Add Note”
Enter your message and submit.
Note is added to the collaboration feed and a email notification is sent to the other Partner
The Collaboration feed will show the history of notes
Upload Files
Secure File Transport Protocol (SFTP) is using for security of your files transport/sharing.
To Upload a File:
Click the "Upload File" button
upload file
Note is added to the collaboration feed and email notification is sent to the Partner
Contact TSANet to enable File Transfer.
Update and Close a Request
Inbound Request
You have received a request from a Partner.
You can update the following case details: Case Number, Engineer Name, Email and Phone.
You cannot close an inbound request — only the initiating partner can do that.
Updating a request
Open the Case Details Page
Click “Update”.
Fill in the Update Form
Click "Update Response" to save your changes.
Update is added to the collaboration feed and email notification is sent to the other partner.
Outbound Request
You have submitted a request to a Partner.
You can update the following case details: Case #, Engineer Name, Email and Phone
You can close the case after it has been ACCEPTED
Updating a request
Open the Case Details Page
Click “Update”.
Fill in the Update Form
Click "Update Response" to save your changes.
Update is added to the collaboration feed and email notification is sent to the other partner.
Closing a Request (Outbound Only)
Open the Case Details Page
Click “Close”
Confirm Closure
Yes, we’re done! – to close and archive the case.
Not Yet – to keep the case open.
Update is added to the collaboration feed and email notification is sent to the other partner.
Email Communications
Users will receive email notifications in the following scenarios:
When a collaboration request is created — triggered by either the sender or receiver
When a collaboration request is accepted, rejected, or when additional information is requested
When a note is added by either party (sender or receiver)
When an attachment is added to the case
When the case detsils are updated (case owner, case number)
When a TSANet Case is closed
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