IT TICKET RAISING & CSD DATA CORRECTION
Process Overview
| Fields | Description |
|---|---|
| Process Name | IT Ticket Raising & CSD Data Correction |
| Segment | Tablet |
| Process Family: | Lenovo India |
| Process User(s): | Wyzmindz solutions pvt ltd |
| Process Purpose: | To identify and resolve data discrepancies in CSD for the Tablet segment by raising IT tickets, ensuring accurate and reliable reporting. |
Version History
| Version Tag | Prepared By | Date of Update/Revision | Reviewed by | Approved by | Revision Details |
|---|---|---|---|---|---|
| V 1.0 | Amruta Jamnis | 15-12-2025 | Sushruth Vasista | Vishwanath Mosale | SOP Document Creation |
Distribution & Access List
| Designation | Read | Write | Approval |
|---|---|---|---|
| Analyst | Yes | No | No |
| Team Lead | Yes | Yes | No |
| Manager | Yes | Yes | Yes |
1.1 Purpose
To provide a structured approach for raising IT tickets to correct CSD data issues such as error status, duplicates etc identified during Tablet comparison reports.
1.2 Scope
- Geographic Scope: India
- Business Segment: Tablet
- Applicability: Wyzmindz analysts supporting Lenovo Sales Operations
- Core Activity: IT ticket creation, tracking, and closure for CSD corrections
- Key Distributors Covered: INGRAM, SAVEX, and SUPERTRON.
1.3 Business/Segment Overview
Accurate CSD data is critical for Tablet comparison reports (EDI DSR vs CSD DSR). This SOP ensures that all identified discrepancies are corrected via the IT ticketing system.
1.4 Responsibility and authority
- Analyst / Manager : Amruta Jamnis
- Process Owner : Jeevitha
- Process Manager : Dayanand
- Approval Authority : Vishwanath Mosale
1.5 Escalation matrix: (Wyzmindz and Lenovo)
Escalation Matrix – WyzMindz Solutions Pvt Ltd India
| Level | Name | Designation | Email ID |
|---|---|---|---|
| 1 | Sushruth Vasista | Manager | sushruth.vasista@wyzmindz.com |
| 2 | Vishwanath Mosale | Director | Vishwanath.mosale@wyzmindz.com |
Escalation Matrix – Lenovo India Pvt Ltd
| Level | Name | Designation | Email ID |
|---|---|---|---|
| 1 | Shobha Rani Javaji | Sales Operation | sjavaji@lenovo.com |
| 2 | Sattiamourougan Ganesan | Manager | sattgane@lenovo.com |
1.6 RACI Matrix
RACI Matrix – WyzMindz Solutions Pvt Ltd India
| Report / Process | Responsible | Accountable | Consultation | Informed |
|---|---|---|---|---|
| IT Ticket Raising & CSD Data Correction | Amruta Jamnis | Amruta Jamnis | Dayanand. U | Lenovo Ind Pvt Ltd, Wyzmindz Solutions pvt Ltd India |
1.7 Access Required
- Lenovo ID credentials
- IT Ticketing Portal access
- CSD application access
- MS Excel
1.8 Overview of Tools
| Level | Tool Name | URL | Description |
|---|---|---|---|
| 1 | CSD (Channel Sales Data) | https://owb.lenovo.com/ | It’s Lenovo’s centralized system for managing 3S (SI, ST & SO) across different Geo & BP & go with AP delivery. |
| 2 | IT Ticketing Portal | https://itsupport.lenovo.com/Front/Submit | For Issue logging & tracking |
1.9 Dependencies
- Final Data Export file (from CSD system)
- Tablet ST DSR file (Daily Sell Through Report for Tablet segment) via email
- MTM Input Master file (for Biz Group mapping) from DCDMS page
- Tablet Comparison File
1.10 Steps of Procedure
Step 1: Raise IT Ticket
- Open IT ticketing URL: https://itsupport.lenovo.com/Front/Submit
- Login using Lenovo ID
- Navigate to Service Center → Application Issue
Step 2: Fill Ticket Details
- Contact: Lenovo ID
- Requestor: Blank
- Additional Email Receiver: Blank
- URL: https://owb.lenovo.com/resaletracking
- Access ID: Lenovo ID
- Affected System: Other App.System / CSD-ROW
- Issue Summary: E.g. Issue with Serial Number / Quantity / Status
- Description: Detailed correction request
- Upload attachment (error file)
Step 3: Submit & Track Ticket
- Submit ticket and note ticket number
- Go to Personal Center → My Tickets
- Click ticket number to track status
Step 4: Additional Attachments & Follow-up
- Additional files or clarifications can be added using the same ticket number with comments.
1.11 Output Overview
- Corrected CSD data reflected in Tablet comparison reports.
1.12 Validation checklist
- Verify error status updated in CSD
- Re-run Tablet comparison report
- Ensure issue is resolved before ticket closure
1.13 Communication
- All communication to be tracked within the IT ticketing system.