Q and A for EDI to TMS

From UG

Current revision as of 17:51, 3 July 2013

[edit] When do we contact Descartes

The EA dom team should be contacting the Descartes #Customer_Support team directly when they experience any issues with the TMS.

Note: At times the EA Dom team would require our further assistance for when they do not receive their dispatch e-mail confirmations for newly routed shipments. This is when we check Descartes GLN and our FTP server for these files. If they're not sent from Descartes GLN, we can manually send from their GLN or we can ask Descartes to look into further as to why they're not sent. Lastly our FTP server if files are there, we need to troubleshoot as to why they were not sent and received by CyberTrax.

[edit] Descartes GLN info

GLN site: https://www.myvan.descartes.com/

To log into got to Support menu & select Customer Portal. User name & password information is found in CyberTrax Admin Menu > Client Application >> Admin - TMS Tab

See: Amin_for_EDI_to_TMS

[edit] Who do we contact at Descartes?

• For all requests we are to contact Descartes Customer Support Team.
• Should an EDI related change be required, we can always reach out to our salesmen, Eric Bossdorf, his tel # is 732-431-5523 or cell # 973-393-5008 and his e-mail address is ebossdorf@descartes.com
• As well as Alexis Arrowsmith, who's been a part of this project from the beginning. His e-mail address is AArrowsmith@descartes.com and his Skype name is: aarrowsmith1, ph 519-591-2755

[edit] Customer Support

Being our project has been live for over a year, Descartes provided us with the following e-mail on June 18th 2012:

Dear Valued Clients,
As part of our ongoing efforts to improve our customer support service we are pleased to announce the launch of a new Customer  
Support Portal. The portal will enable you to create, update and manage all of your service requests with Descartes from one user  
friendly support portal.   Effective Monday June 25th, 2012 we recommend that all new incident requests be logged via the new portal 
for products:
Descartes Transportation Manager
Descartes Route Planner RS (Roadshow)
Descartes Route Planner (Fleetwise)
Descartes Dock Appointment Scheduling
Descartes MobileLink
Descartes Visibility & Event Management
Descartes Reporting Services
RIMMS 
USING THE PORTAL: 
To access the new portal please follow this URL: 
https://servicedesk.descartes.com
Your login details will be:
User Name: Your email address (name@company.com)
Password: Welcome1 
Please note: This is a case sensitive temporary password which you will be prompted to change when you first login. At this time  
changed passwords are to be up to seven characters in length. Access to this new portal will be denied until the morning of June 
25th.  
To log a new incident:
Click on the Request Tab, then DSG Service Request. 
In the meantime, if you experience difficulties, require further login IDs, or have any questions or concerns regarding the changes 
please email servicedesk@descartes.com. You can also email new incidents to servicedesk@descartes.com and you can continue to phone 
in new incidents to our Service Desk at 1-877-786-9339 ext 2.  
Please add the following email addresses to your company’s safe send list: servicedesk@descartes.com and sdresponse@descartes.com
We thank you in advance for your patience as we roll out this new offering!
Warmest Regards,
Descartes Service Desk	 
About Descartes
For more information: 
877-786-9339
Outside North America: 
00-800-7866-3390
info@descartes.com
Visit Descartes: 
Be sure to visit the Descartes website for the latest information and downloads. 
www.descartes.com

As well they provided us with the attached PDF instructions:

Media:Contacting Descartes Service Desk - Version 1 1.pdf

[edit] Troubleshooting

[edit] Searching Descartes GLN to confirm transmission of XML files

[edit] CT2 / Descartes Interface

[edit] Previous Descartes Contacts

• Chad Murphy - lead PM
  • email: cmurphy@descartes.com
  • phone: 678-247-0438 / cell 678-462-6883
• Mauricio Ruiz - implementation lead
  • email: mruiz@descartes.com
  • phone: 678-559-6202 <-- this is his cell

[edit] Descartes Demo sites

There are demo sites for both the TMS & GLN with Descartes. Their site info's as follow:

• TMS Demo site: https://tm1.demosolutions.lnos.com/RST/Default.asp
  • company name: jfs
  • login name: your user name - for easy ref, you can use user name: denise
  • password: your password - for easy ref, you can use password: mike1125

• GLN Demo site: https://wwwtest1.myvan.descartes.com/
  • login: mkiev
  • password: fX^Qi7PE