AT&T Express Ticketing SM

Transcription

1 AT&T Express Ticketing SM Online trouble ticketing is here! You can now report your trouble online at User Guide June AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

2 AT&T Express Ticketing SM overview The AT&T Express Ticketing SM web portal lets you quickly and easily submit trouble tickets and check ticket status for certain voice, data, and managed services from your mobile phone, tablet, or computer. You can simply input your asset ID and Express Ticketing routes the ticket to the appropriate service center. Express Ticketing supports ticket submission, status query, chat, log updates, contest, and escalation. In the following sections, you ll learn how easy it is to create your ticket and view your ticket status: Get Started Enter Circuit and Service Information Enter Trouble Details View Ticket Summary Request Ticket Status Submit Feedback Additional Information Images provided in this presentation are for illustrative purposes only AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

4 Welcome to AT&T Express Ticketing The AT&T Express Ticketing portal allows you to quickly and easily submit trouble tickets for select voice, data, and managed services from your mobile phone, tablet, or PC. To get started, open your web browser and type att.com/expressticketing in the address bar. No authentication is required to access this application. From the home page, you can create a new ticket or request the status of an existing ticket. To view ticket status, press View Status. To create a new ticket, press Start Ticket Create AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

6 Verify your location has power You must have regulated power flow at your service location to open a trouble ticket and to ensure accurate test results. Lack of power to your equipment can lead to false test results or other unexpected behaviors. If your location has power, select Yes. View the User Guide. Access video tutorials. Review Terms of Use. Review the AT&T Privacy Policy AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

7 Enter your AT&T asset ID and validate Your asset ID can be a circuit ID, such as DHEC ATI or 23/HCGS/123456/SC; a telephone number, such as ; an IP address, such as ; or a Router Hostname, such as ZZABCLQUE0001R. If you need help finding your Asset ID, see the Asset ID help wizard slide. To enter your AT&T Asset ID, you can: Copy and paste your asset ID. Use a Service Type Help wizard to find and input your asset ID. Use a previous circuit. Valid delimiters for any format are a forward slash (/), a period (.) or a dash (-). All asset IDs are alpha numeric values only. Enter your asset ID, and then press Validate Asset ID AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

8 Select the service location Select the state in which your asset is located, and then press Validate Asset ID (not shown). Select the State AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

9 Asset ID help wizard If you need help entering your Asset ID, you can use Service Type Help based on your type of service. This example is for the Data Transport Circuit wizard and helps you select your ID. The Local Voice Service and Managed Services wizards also step you through the processes. Press Data Transport Circuit. Enter the provided ID, and then press Close. Select a service type. Enter your Asset ID, press Help Me Input, or Lookup Asset ID AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

10 Use a previously used asset ID You can enter your Asset ID, or to open a list of previous Asset IDs, select the Use a Previous Asset ID link, and then select the Asset ID. Select your previously used Asset ID AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

12 Enter your trouble ticket details In the problem reporting window, enter your trouble ticket details. Enter a short Trouble Description. Enter Detailed Information about your trouble. Select the Trouble Type. If tracking the trouble internally, enter your Customer Ticket Number. To authorize AT&T to test your circuit, select Yes. To authorize AT&T to send a dispatch, select Yes. Note: When you authorize AT&T to dispatch a technician to your site and the trouble is not on our network, you may incur a service fee. Press Continue. Enter your trouble information, and then press Continue AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

13 Enter contact information Enter the Primary Contact Information. If the information is different for the local contact, clear the check box, and then enter the Local Contact Information. Press Continue to set the local access hours AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

14 Set local access hours Next, customize your local access hours. Local access hours are the hours during which AT&T can access your site. To set the hours, press the day of the week or in the time field, and then edit the Access Hours. To edit multiple days at once, press Multi Day Edit. When finished, press Save changes, and then Continue. Select a day or Multi Day Edit to set hours. Select access hours, then press Save changes AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

16 Your Ticket Details summary For a quick overview of your trouble ticket, view the Your Ticket Details panel. This panel provides Circuit Information, Ticket History, Problem Information, Access Hours, and Contact Information. To update information if needed, you can press the + (plus) symbol, orange section title, check mark, or caution symbol to expand the section. Press the (minus) symbol to close the section. The green check mark indicates your information is complete. The caution symbol indicates you have incomplete data. Note: You cannot submit your ticket without complete information AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

17 Review ticket information and submit Review your Ticket Information Summary details. In order to submit your ticket, you ll need to read and agree to the AT&T Terms of Use. When finished, press Submit Ticket. Press Submit Ticket AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

18 Trouble ticket confirmation window After your ticket is successfully created, a confirmation window appears. For your ticket status, press the Ticket Number link. Note: Your ticket status is immediately available. Chat and Escalate functions are available after AT&T diagnoses the service. You will also receive a Trouble Ticket confirmation AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

20 Get ticket status From the AT&T Express Ticketing home page, you can request the status of your ticket. Press Get Ticket Status. From the Ticket Status page, you can view and add ticket log entries, request a ticket closure, escalate a ticket, or chat with a live agent. To chat with a live agent about a ticket status, press the Chat icon. If Chat is not available, you can call for assistance. To find the phone number for your service, see Additional Information at the end of this guide. To chat, press the Chat icon. Chat online with a live agent AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

21 Customize time zone With the AT&T Express Ticketing tool, you can view your ticket status and ticket log in any time zone. To customize your time zone settings, click Settings, select the country and time zone of your choice, and click Save Settings. To set your timezone, click Settings. Select your country and timezone and click Save Settings AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

22 View the ticket status for multiple tickets or add a log note to your ticket You can now view up to three Ticket Status reports at once. In the Ticket Status window, press Add Log Note to add details to your Trouble Ticket. Enter your log information. Press Add Log Note to save your information AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

23 Request a ticket closure To submit a request to close a ticket, press Request Closure on the ticket status page. In the Request Closure window, enter your request in the ticket log, and then press Request Closure. Enter your ticket closure request. Press Request Closure AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

25 Submit your feedback We would love to hear from you! Please let us know about your experience with AT&T Express Ticketing. Rate your AT&T Express Ticketing experience. Submit your feedback AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

27 Contact information For help locating your Asset ID, see the table below: Service Phone Number Local Voice and Data AVPN Transport AVPN Managed MIS/PNT BVoIP If not found Contact your local Maintenance Center. The number is on your billing statement. Table 1 Service types and phone numbers The AT&T Express Ticketing site is located at AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.