VFO GUI. TA (Trouble Administration) Trouble Ticket - Samples

Transcription

1 VFO GUI TA (Trouble Administration) Trouble Ticket - Samples

2 Table of Contents Contents TA 1 - OPEN TOUBLE TICKET RESOLD POTS... 4 Select Option 3 - Resold POTS (from the TRFD drop down list) on the Create Trouble Report Request... 4 TA 1 - Loc & Access Info Tab... 5 TA -2 Service - Create Trouble Report Request for Services with Premises Address Trouble... 6 Select Option 1 Services with Premises Address (from the TRFD drop down list) on the Create Trouble Report Request... 6 TA 2 - Loc & Access Info Tab... 7 TA 3 - View ETTR (Estimated Time to Repair)... 8 TA 3 VIEW ETTR Estimated Time to Repair Response... 9 TA -4 Cancel Trouble Ticket Work List View TA 4 - Cancel Trouble Report Request TA -5 Open a trouble ticket on (TN or Circuit ID) - Ticket Already Opened Create Trouble Report Request- (Open a new trouble report request) Duplicate Trouble Report Response: TA -6 Verify Repair Completed Page: 2

3 Work List View TA -6 Verify Repair Completion Request Detail TA 7 Add Information to Existing Open Trouble Ticket Work List View TA 7 Add Information to Existing Open Trouble Ticket TA -8 Escalate Ticket Work List View TA 8 Escalate Ticket Complete the escalation request and submit: TA-9 Create Services with Premises Address Trouble (INVALID Circuit ID) TA 10 Modify Trouble Attributes TA 10 Modify Trouble Attributes Request TA 11 - Vendor Meet - Create Trouble Report to Request a Vendor Meet TA 11 - Vendor Meet - Response TA 12- MLT (Metallic Line Test) Request TA 12- MLT (Metallic Line Test) Request TA 12 - View MLT Results Page: 3

4 TA 1 - OPEN TOUBLE TICKET RESOLD POTS Hover over the ticket tab Then choose the Create Trouble Report Select Option 3 - Resold POTS (from the TRFD drop down list) on the Create Trouble Report Request Page: 4

5 TA 1 - Loc & Access Info Tab Complete the applicable fields and submit the request. Notes: Authorization, Escalation and Call Back Info Tabs are optional. Once these tabs are opened they become required; They must be completed or an error message is returned. However, the sections can be deleted by clicking delete. Page: 5

6 TA -2 Service - Create Trouble Report Request for Services with Premises Address Trouble Hover over the ticket tab Then choose the Create Trouble Report Select Option 1 Services with Premises Address (from the TRFD drop down list) on the Create Trouble Report Request Complete the form and depress next. Page: 6

7 TA 2 - Loc & Access Info Tab Complete the applicable fields and submit the request. Notes: Authorization, Escalation and Call Back Info Tabs are optional. Once these tabs are opened they become required; They must be completed or an error message is returned. However, the sections can be deleted by clicking delete. TRFD 1 - requires Circuit Access Hours, A - Location Address, A-Location Access Hours, and A-Location Access Person/Phone TRFD 2 - only Circuit Access Hours - No address required Page: 7

8 TA 3 - View ETTR (Estimated Time to Repair) Work List View: Click the radio button next to the Ticket and then the History Icon Click the Message ID of the Attribute Value change Notification Message The Commitment Time - Cleared Time field provides the ETTR. See next page to view ETTR response. Page: 8

9 TA 3 VIEW ETTR Estimated Time to Repair Response The Commitment Time Cleared Time Field provides the ETTR. Page: 9

10 TA -4 Cancel Trouble Ticket Work List View Note: The ticket must be in Open Active state in order to cancel: A ticket can only be canceled if is Open/Active, or Deferred status. Once it is cleared, the ticket cannot be canceled. Select the radio button by the trouble ticket to be canceled. Once the trouble ticket is selected, hover your cursor over TICKET tab on the menu bar and click Cancel. Page: 10

11 TA 4 - Cancel Trouble Report Request Complete Form and submit. Page: 11

12 TA -5 Open a trouble ticket on (TN or Circuit ID) - Ticket Already Opened Create Trouble Report Request- (Open a new trouble report request) Duplicate Trouble Report Response: An error message is returned when an attempt is made to open a ticket when there is an existing open ticket for the same Service Id/ (TN or Circuit ID). Page: 12

13 TA -6 Verify Repair Completed Work List View State column shows cleared and status column shows Cleared Awaiting Cust Verification Select radio button for the cleared ticket to be verified. Hover cursor over the Ticket tab on the menu bar. Click Verify Repair Completed. Page: 13

14 TA -6 Verify Repair Completion Request Detail Page: 14

15 TA 7 Add Information to Existing Open Trouble Ticket Work List View Select the radio button for the ticket that additional trouble information is to be added. Page: 15

16 TA 7 Add Information to Existing Open Trouble Ticket Hover the cursor over the Ticket tab on the menu bar and click Add Ticket Info. Enter additional information in the Additional Trouble Infor Field. Then submit the request. Note: When the Add Trouble Infor selection is made only the screen below is returned. Page: 16

17 TA -8 Escalate Ticket Work List View Select the radio button by the ticket that is to be escalated Hover over the ticket tab and select escalate and click Page: 17

18 TA 8 Escalate Ticket Complete the escalation request and submit: Page: 18

19 TA-9 Create Services with Premises Address Trouble (INVALID Circuit ID) Create a Trouble Ticket Report to report trouble on a Service ID (Circuit) Work List View When the ticket has moved to an open status Click the radio button next to the Ticket and then the History Icon. Click the Message ID of the create response message. View Exception section to view the Invalid Service ID error. Page: 19

20 TA 10 Modify Trouble Attributes Select the radio button by the trouble ticket to modify Hover the cursor over the Ticket Tab and click Modify Attributes: Page: 20

21 TA 10 Modify Trouble Attributes Request Complete form and submit. Several changes may be made on this form. Page: 21

22 TA 11 - Vendor Meet - Create Trouble Report to Request a Vendor Meet Hover over ticket tab from the menu bar and click on Create Trouble report Fill out the following fields: Trouble Type Field: Select Manual Intervention Required Additional Trouble Add comments - Vendor Meet and the preferred time. Add your name and telephone number in the Manager Contact fields. Note: Upon receipt of the trouble report in the ROC (Repair Operations Center), a call is made to the customer To negotiate the vendor meet. Complete form and submit. Page: 22

23 TA 11 - Vendor Meet - Response A response is received from the ROC to negotiate vendor meet. Page: 23

24 TA 12- MLT (Metallic Line Test) Request Select Create MLT Request from the MLT tab. Populate the fields with the data shown below and click Submit. Note the Request ID and select New MLT Search from the Search tab. Page: 24

25 TA 12- MLT (Metallic Line Test) Request Select Create MLT Request from the MLT tab. Enter the Request ID into the MLT Request ID field. Click the Submit Button. Click Submit intermittently until the Response ID appears. Click the Response ID. Page: 25

26 TA 12 - View MLT Results Page: 26