Networx Training Q+As Repairs / Trouble Tickets

Transcription

1 For repair tickets, what's the difference between CLOSED and RESOLVED? Resolved status means the issue reported has a fix and Verizon is pending verification by the customer before the ticket is closed. The ticket can be removed from a resolved status and referred back out for further isolation if needed. Closed means the ticket is completely closed and no additional actions can be taken. The customer can continue to add comments to a closed ticket, but the outage clock has officially stopped and the customer cannot reopen a closed ticket. The customer would have to open a new ticket and get a new ticket number. When creating a trouble ticket online, can a draft be saved and completed later? Can NUCC Repairs application be accessed via Blackberry? You can leave the screen idle and return to it before the system times out, but there is no function allowing you to save a draft ticket. Once you select save, a ticket number will be created. Today, you cannot access Repairs via BlackBerry, but you can access other applications like Order Services. If a customer, or multiple customers, is interested in having this capability added, I would encourage them to contact their account team/sales rep and we can explore it further. 5/16/2008 Repairs 5/16/2008 Repairs If an agency sends an to open a trouble ticket, what is the response time on the ? If an agency sends an to open a trouble ticket, what format should they use for the system to recognize the request or is this a manual process for VzB? Who can call the Helpdesk? Does it have to be an authorized DAR or can it be an end user? Will the Helpdesk be able to tell whether it's a NXU or NXE service, especially if the customer calls the wrong Helpdesk or if the end user doesn't know the difference between NXU and NXE? Is it the same Helpdesk for NXU and NXE with different phone numbers, or are they separate Helpdesks? Who verifies that it really is a trouble ticket? Within 24 hrs we are required to send an that the trouble ticket request was received. For critical services contact your account team or the Networx Help Desk: Universal - Call selects option 4 then option 2. For Enterprise - Call select option 3 then option 2 All ticket updates provided by that agency will be added to the ticket as an attachment and internal users are notified of the updates using special codes. If an agency sends a ticket update on a ticket this in a closed state, Verizon Business would open a new ticket with the information provided and associated the new ticket to the ticket that was closed. DARs and end users can call the Helpdesk for assistance. Help Desk representatives can determine the Networx contract type in our ticketing system. This assumes the correct circuit ID is provided to the Help Desk. There are two toll free phone numbers, one for each contract, both of which route to the same Helpdesk. (NXU: ; NXE: ) The representative that accepts the call will do the first level of troubleshooting to determine if there is an issue. If the issue cannot be resolved on the first call, the representative then determines which technicians within Verizon Business needs to be assigned to take the required steps to resolve the issue.

2 Who is notified when a user reports a trouble to the Help Desk? There is one trouble report number for each contract. Networx Universal customers call (888) and Enterprise customers call (888) To reach application support, the customer selects option 4, option 2 off NXU TF and option 3, option 2 off NXE TF. The Application Helpdesk receives this call and creates a trouble ticket. They will investigate to determine if it is in fact an application related issue and submit it to the appropriate IT organization for resolution. The Application Helpdesk follows up with the customer as needed. The ticket is reviewed on internal IT calls and if it is determined to be an account team issue, it will be referred to them through the Customer Service Manager. For data repair issues or trouble ticket reporting, the calls land in Cary/Tulsa ICG via option 3 on NXU TF and option 2 off NXE TF. ICG creates a ticket on the ckt identifier/toll free number/ani and refers it out to the appropriate support center for resolution. If the issue comes back as an account team issue, the repair organization will reference Contact Us tool to determine who the service specialist is, provide their name and number to customer, and perform a warm handoff. If they go to voic , the customer can leave a message and the service specialist will call them back. 6/23/2008 Repairs Can GSA view all trouble tickets or only the ones they are "entitled" to see? Is a recurring trouble monitored or flagged prompting someone to investigate? If so, who? GSA will be entitled to view all trouble tickets. ETMS (Enterprise Trouble Management System) triggers a flag on the fourth ticket (and subsequent tickets) created within 30 days on the same network element ID (NEID). The repair engineer assigned to the ticket would see the flag, review the history, and make a decision whether to engage the Chronics group. The assigned engineer, or the Chronics engineer if referred to them, would investigate and correct the problem or determine a corrective solution. The assigned engineer and/or the ticket management group would contact the customer to relate the problem and correction or discuss customer-impacting solutions. A customer can also request or nominate ongoing, intermittent issues for a review. 7/17/2008 Repairs Will there be an sent out after a status change on a repair ticket? If we are talking about automatic s being triggered by a particular status change (or change in ticket state, i.e. deferred, resolved, etc.), the customer s account team can create notification rules in ETMS to generate s for a number of different scenarios. So technically, yes, it is possible, but it doesn t happen automatically. If the customer would prefer to receive an update/status in place of a phone call, the answer is yes, we can do that, too. This doesn t mean we may not try and reach him/her via phone, but in addition, it is possible to receive updates on a repair ticket.

3 7/22/2008 Repairs What's the difference between the Service ID and the The service ID and Circuit ID should be treated as synonymous terms when it comes to Circuit ID? trouble ticketing. Are there any Spanish-speaking reps on the Help Desk? Verizon s ICG (Inbound Call Group) in Cary has a couple of Spanish-speaking reps on the 7/22/2008 Repairs floor at any given time. If they are unavailable to speak with a customer, we also have a translator service called Network Omni. It is a 24X7X365 on-demand service and provides translators for over 140 different languages. All customer service centers supporting Networx and FTS have access to Network Omni. 8/11/2008 Repairs 8/11/208 Repairs Do tickets that are opened on MNS circuits show up in the irepair application? Are MNS monitoring tools available on the Portal? Tickets opened for Managed Network Services are accessible via irepair. The Dashboard provides insight into a host of applications so that you can obtain a view of your service portfolio. You can view reports, graphs, and maps of your network performance and overall network health. You can also drill-down into your data to conduct root cause analysis of service impacting problems, as well as issue commands to provide remediation. Customers can also use the Repairs tool to view and monitor tickets created for their managed circuits or to create the tickets themselves. They can create tickets, obtain ticket status, test lines and circuits, and generate ticket reports. 8/11/2008 Repairs Can you tell if a Repair ticket was opened by a customer or because of network monitoring? On the Trouble Ticket Summary, the icon to the left of each line identifies whether the ticket was submitted online or offline. When a specific ticket is viewed, there is a field labeled Entered by Name under Ticket Information. 8/11/2008 Repairs Is there a new Networx test 700 number? The Networx test number is /10/2008 Repairs Scenario: a customer orders / owns a circuit on a consolidated switch. Customer contacts their regional GSA DAR with a problem/repair. Can the regional GSA DAR create the trouble ticket for this circuit? As long as the GSA regional DAR has access to the AHC in Repairs, they can open a ticket on behalf of the agency end user. 11/19/2008 Repairs Under the Networx contracts, what is the MTTR (Mean The MTTR is 4 hours without dispatch and 8 hours with dispatch. Time to Repair) for circuits? What is the period of time reported on a Circuit Analysis? A circuit analysis is not based on any period of time. It is a test that performs a circuit analysis for that moment in time. It may take minutes for all of the tests to be completed, but they are monitoring circuits at that point in time, not over a time period. How can I see Trouble Ticket activity? If a DAR enters a trouble ticket through the NUCC portal, will they receive an acknowledgment of receipt? From the Repairs home screen, click on the Ticket Number of an open ticket. It will bring up the Trouble Ticket Details page. Scroll to the middle of the page for Ticket Activity and Activity Log. The DAR will receive an acknowledgement via the user interface of the portal that confirms the ticket has been created and displays the ticket number.

4 2/13/2009 Repairs When running a circuit analysis in the Repairs tab, is an intrusive analysis performed in real-time on the circuit or is the result obtained from a monitoring tool within the Cary NOC? The intrusive analysis is performed in real-time. 2/13/2009 Repairs 11/6/2008 Repairs When creating a trouble ticket in Repairs, is it possible to select a circuit or location from an inventory like menu or will they need to provide the circuit id and populate it manually? What wild cards are permissible asterisk, percent sign, others? A customer will not see a list of circuits from which to select. If a search does not bring back the circuit ID, the customer will need to enter it in the Service ID field to create the ticket. Wild card searches are not supported in Repairs at this time. The customer would need to create a customer filter and/or ticket list. 3/23/2009 Repairs If a customer/end user calls the Help Desk to create a trouble ticket, but this person is not a registered portal user, where will this ticket show up? On whose report? How would a DAR be aware of or see this ticket? If the trouble is related to a product/service in Networx inventory, then an AHC and/or UBI will be associated with the item. Thus when the ticket is open, the DAR with entitlements to this AHC will see the ticket in their Trouble Ticket Summary. 7/22/2009 Repairs How far back in time can a user retrieve info on a Repairs/trouble ticket? What is the process of calling in a help desk ticket? Trouble tickets are available for 180 days. However, if a ticket was opened >180 days ago, yet there was activity or a comment within 180 days, it would still show it in the irepair application. There is one trouble report number for each contract. Networx Universal customers call (888) and Enterprise customers call (888) To reach application support, the customer selects option 4, option 2 off NXU TF and option 3, option 2 off NXE TF. The Application Helpdesk receives this call and creates a trouble ticket. They will investigate to determine if it is in fact an application related issue and submit it to the appropriate IT organization for resolution. The Application Helpdesk follows up with the customer as needed. The ticket is reviewed on internal IT calls and if it is determined to be an account team issue, it will be referred to them through Lannette West-Johnson. Circuit Analysis: Can you check a phone number? Dedicated access voice circuit? Or is this for data circuits only? For data repair issues or trouble ticket reporting, the calls land in Cary/Tulsa ICG via option 3 on NXU TF and option 2 off NXE TF. ICG creates a ticket on the ckt identifier/toll free number/ani and refers it out to the appropriate support center for resolution. If the issue comes back as an account team issue, the repair organization will reference Contact Us tool to determine who the service specialist is, provide their name and number to custome The testing feature in Networx only supports Data circuits; it would not support anything for voice service, like a phone number or dialtone, or a voice circuit.

5 For a managed customer, when a customer activates an intrusive test, will the NOC get a flag or indication that the circuit outage is customer caused? This would need to be checked with an operations NOC contact, a ticket is created for intrusive tests in the ETMS system by the ITS testing system. We would need a NOC contact to outline what all is on the ticket and any indicators. The ticket received by should be one by ITS so the NOC does know it was initiated from testing. 12/16/2009 Repairs For a non-managed customer, when a customer activates an intrusive test, the test is completed but the circuit doesn t reset (stays down). Are there any bells or alerts to the NOC or any monitoring group? Can the PI ID be used in the Service / Circuit ID field when submitting an online ticket? For an intrusive test, ITS testing system will create a ticket in the ETMS system for the test. Once the test is completed, ITS updates the ticket with testing results. If the test indicates an issue on the circuit, then the ticket is changed to a P1 or P2, so the NOC or appropriate workgroup would get the ticket to work it. If the test indicates no issue on Verizon's side, the ticket would be updated with those results and customer notified. So if that circuit is still down and not issued on Verizon's side, the NOC/workgroup should be contacting the customer to check their side. Yes