# User Guide

## TSANet Process Overview

<figure><img src="/files/f3Mr5IzEMuITvunMA6Fr" alt=""><figcaption></figcaption></figure>

## Portal Experience

<details>

<summary>User Roles</summary>

Business Manager

* Account owner
* Administrative privileges (See [Administration ](/connect/documentation/webapp/administration.md)for more details)
* Full Access
* Designated voting contact for Board Member elections (Elite, Premium, and Standard members only)

Program Manager (s)

* Owner of the Support Process or Partner Management
* Administrative privileges  (See [Administration ](/connect/documentation/webapp/administration.md)for more details)
* Full Access

Standard User (s)

* Restricted access
* No administrative privileges

</details>

<details>

<summary>How to Login</summary>

To log in using your email and password:

1. Visit the login page: go to [connect.tsanet.org](https://connect.tsanet.org/)
2. 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: `company-name.tsanet.org`
3. Enter your credentials:
   * Type your Email and Password
   * Click the Login button
4. Forgot your password?\
   Click “forgot password?” to retrieve a reset password link from <membership@tsanet.org>. If you do not receive an email, please check your junk folder. Contact <membership@tsanet.org> if you have any further issues. To reset another user’s password, please contact <membership@tsanet.org>.

<figure><img src="/files/cUzvQtFdwh023ij7RUDm" alt=""><figcaption></figcaption></figure>

**Need an Account: Email Login Link**

If your company's login method is set to [Email Login Link](/connect/documentation/webapp/administration/users.md#user-access-management), users automatically receive a login link that provides access for 30 days. If you are a frequent user of TSANet Connect and would like a permanent login, navigate to your [Profile](https://connect.tsanet.org/#/profile) and set a password.&#x20;

* Visit the login page: [connect.tsanet.org](https://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: `company-name.tsanet.org`
* Enter your work email address
* You will receive a login link from <connect@tsanet.org>

{% hint style="warning" %}
**Email Domain Match**: the email defined must be used to create a user account. Multiple and subdomains allowed. [**Contact TSANet**](https://tsanet.gitbook.io/connect/help-center/) to add, delete, or modify email domain.
{% endhint %}

<figure><img src="/files/LsTZfylMcRzEZk5dHQQM" alt=""><figcaption></figcaption></figure>

**Need an Account: Requires Registration**

If your company's login method is set to [**Requires Registration**](/connect/documentation/webapp/administration/users.md#user-access-management), users must request an account to access TSANet Connect. Requests are reviewed by the TSANet Business Manager, and an approval or denial email is sent.

<figure><img src="/files/vZSOICloTQ7JDP65a82z" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**Email Domain Match**: the company email defined must be used to create a user account. Multiple and subdomains allowed. [**Contact TSANet**](https://tsanet.gitbook.io/connect/help-center/) to add, delete, or modify email domain.
{% endhint %}

**User** [**Single Sign-On (SSO)**](/connect/documentation/webapp/administration/single-sign-on.md)

* 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

</details>

<details>

<summary>Update Profile &#x26; Password</summary>

**Update Profile Information:**

1. Go to the Profile tab → Click on “Profile” in the top navigation bar.
2. Edit your contact details\
   You can update:
   * First Name & Last Name
   * Email & Phone
   * Country & City
3. Save your changes → Click the “Update Profile” button at the bottom of the section.

{% hint style="info" %}
TSANet Focus Group is automatically populated based on "Country" field.

[Contact TSANet](https://tsanet.gitbook.io/connect/help-center/) to change "User Role"
{% endhint %}

**Change Password:**

1. Enter your new password in the “Change Password” section.
2. Confirm your new password by typing it again.
3. 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 `%`
4. Save your new password  → Click the “Change Password” button.

<figure><img src="/files/9ufP6Y5Jtx5PzNtD0NDu" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Invite Partner to Connect</summary>

**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:

1. Click on **Send Invite** next to the company name.
2. A pop-up window titled **Invite a Member** will appear.
3. Fill in the **reason for collaboration** in the provided text box.
4. Click **Send Request**.

<figure><img src="/files/3QgmkYPzP58sCSBYDuOz" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/gxhepivTcWBoiwR0MbNl" alt=""><figcaption></figcaption></figure>

TSANet will contact the company on your behalf to request mutual collaboration.

{% hint style="info" %}
Admins can also invite existing members from the [Partner Groups](/connect/documentation/webapp/administration/partners.md) menu
{% endhint %}

**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:

1. Click on the link **Not able to find your partner?**
2. A pop-up window titled **Invite a Member** will open.
3. Fill in the following fields:
   * **Partner Name** (required)
   * **Partner Website** (optional)
   * **Contact Name** (optional)
   * **Contact Email** (optional)
   * **Additional Comments** – explain why collaboration is needed.
4. Click **Send Request**.

TSANet will review your request and reach out to the company.

<figure><img src="/files/2DIAofRUsIV5p6R6zErA" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KubnbtzOKzSdlNeY0Ioq" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Admins can also invite new members from the [Partner Groups](/connect/documentation/webapp/administration/partners.md) menu
{% endhint %}

</details>

<details>

<summary>Company Notes, Internal Notes, Admin Notes, Favorite Process Form</summary>

**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.

<figure><img src="/files/O5zgHbf0m4ykPqwTzy8U" alt=""><figcaption></figcaption></figure>

[**Internal Notes**](/connect/documentation/webapp/administration/company.md#internal-notes)

* 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.

<figure><img src="/files/btcCsFtJOMLA3YX8PS6M" alt=""><figcaption></figcaption></figure>

**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](https://tsanet.gitbook.io/connect/help-center/) to add a note.

<figure><img src="/files/LvCh4FlalNCC3ksEzCVy" alt=""><figcaption></figcaption></figure>

**Favorite Process Form**

1. Go to **New Partner Collaboration.**
2. Click the ⭐ icon next to the process form.
3. Access favorites from the **My Favorites** section.

<figure><img src="/files/RQuncdgXHTWeEVs2bW7U" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/hnKcX3HbdDD1jP7NUYuj" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Default Reports and Dashboards</summary>

</details>

## Collaboration Requests

<details>

<summary>Submit a Collaboration Request</summary>

1. Go to **New Partner Collaboration**.
2. Search for the Member company.
3. Select a process form.
4. Fill in:
   * Your Case Number
   * Problem Summary & Description
   * Customer Details
   * [Priority (P1, P2, P3)](#sla-how-to-escalate)

<figure><img src="/files/si3xKrisAAtwRb0IiKpN" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/j7mwzMHY9nA7QOh5GWbB" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The system will display SLA response times based on priority.
{% endhint %}

</details>

<details>

<summary>Respond to a Collaboration Request</summary>

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

<figure><img src="/files/mrdUI4joO6R84UPrcjwe" alt=""><figcaption></figcaption></figure>

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:

<figure><img src="/files/8ARcsijRSCFAtF9epBXG" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/JNxOSzFrmd2pu1PLgUAq" alt=""><figcaption></figcaption></figure>

An option **Reject collaboration request** appears only after requesting additional information:

<figure><img src="/files/y6hMoN1LOYEVRNKZFsBv" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Note: Responding to the request does not require a login to TSANet Connect
{% endhint %}

{% hint style="info" %}
Response can be made by email or logging in to TSANet Connect
{% endhint %}

</details>

<details>

<summary>SLA, How to Escalate</summary>

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:

<figure><img src="/files/cZj2UH9vUeQJ4IMK3tVE" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/Z3SdeKKytyFJBdOMA6Us" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
For system issues, contact: <membership@tsanet.org>
{% endhint %}

</details>

<details>

<summary>Add Notes, Secure File Transfer</summary>

**Add Notes**

You can add notes to send case updates to the other Partner or request more information

1. Select the case from your dashboard.
2. Click **“Add Note”**
3. Enter your message and submit.
4. Note is added to the collaboration feed and a email notification is sent to the other Partner
5. The Collaboration feed will show the history of notes

<figure><img src="/files/vFrUDAbw0hbQnlXIjZSn" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/n4w6IvqnFqlbt4JIebYw" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/MRAwQH9grD5QNS5KeV4k" alt=""><figcaption><p>Email notification</p></figcaption></figure>

{% hint style="info" %}
Notes can only be added if the case has been Accepted or in Information Status. If case the case is Open, Closed or Rejected, no Notes can be added.
{% endhint %}

{% hint style="info" %}
Notes are deleted after 30 days.&#x20;
{% endhint %}

**Upload Files**

Secure File Transport Protocol (SFTP) is using for security of your files transport/sharing.

To Upload a File:

1. Click the "Upload File" button
2. upload file&#x20;
3. Note is added to the collaboration feed and email notification is sent to the Partner

<figure><img src="/files/9bmEx99pAan625RP4lh9" alt=""><figcaption></figcaption></figure>

[Contact TSANet](https://tsanet.gitbook.io/connect/help-center/) to enable File Transfer.

</details>

<details>

<summary>Update and Close a Request</summary>

### **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.

<figure><img src="/files/CPPRcIAXRFCxK2fXuJWN" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/DyuTxrEujsualQpEE1el" alt=""><figcaption></figcaption></figure>

### **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&#x20;

**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.

<figure><img src="/files/wkvyKZQvrwejnmqv4TnF" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/MUAjxjyV1gLdYYrkwsUw" alt=""><figcaption></figcaption></figure>

**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.

{% hint style="info" %}
Once closed, the case is archived and cannot be modified.

**If you do not manually close the case, it will auto-close 30 days after the last update. A notification is sent to Partner 10 days before the case is closed.**
{% endhint %}

<figure><img src="/files/qtdYFBJcKdLml5IKWaCX" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/q17S2Gkas7e77Uq1cOph" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/xjSIx6CJUaMwT8q8i9tn" alt=""><figcaption><p>Email sent to Partner before case is auto-closed</p></figcaption></figure>

<figure><img src="/files/cjbkpBvHIXXNlohRFz7Y" alt=""><figcaption><p>Case closure notification sent to Partner</p></figcaption></figure>

</details>

<details>

<summary>Email Communications</summary>

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

<figure><img src="/files/7ixqAzH0TLRUynYc3ZIb" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
All notification emails display the exact changes made or include direct links to respond/escalate — without requiring the user to log in.
{% endhint %}

</details>


---

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```
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