Transcription
VFO – GUITA (Trouble Administration)Trouble Ticket - Samples
Table of ContentsContentsTA 1 - “OPEN TOUBLE TICKET – RESOLD POTS . 4Select Option “3” - Resold POTS (from the TRFD drop down list) on the Create Trouble Report Request . 4TA 1 - “Loc & Access Info” Tab . 5TA -2 Service - Create Trouble Report Request for Services with Premises Address Trouble .6Select Option “1” – Services with Premises Address (from the TRFD drop down list) on the Create Trouble ReportRequest. 6TA 2 - “Loc & Access Info” Tab . 7TA 3 - View ETTR (Estimated Time to Repair) . 8TA 3 VIEW ETTR – Estimated Time to Repair Response .9TA -4 Cancel Trouble Ticket . 10Work List View .10TA 4 - Cancel Trouble Report Request . 11TA -5 Open a trouble ticket on (TN or Circuit ID) - Ticket Already Opened . 12Create Trouble Report Request- (Open a new trouble report request) . 12Duplicate Trouble Report Response:. 12TA -6 Verify Repair Completed . 13Page: 2
Work List View . 13TA -6 Verify Repair Completion Request Detail .14TA – 7 “Add” Information to Existing Open Trouble Ticket . 15Work List View . 15TA – 7 “Add” Information to Existing Open Trouble Ticket .16TA -8 Escalate Ticket . 17Work List View .17TA – 8 Escalate Ticket . 18Complete the escalation request and submit: . 18TA-9 – Create Services with Premises Address Trouble (INVALID Circuit ID) . 19TA 10 – Modify Trouble Attributes . 20TA 10 – Modify Trouble Attributes Request .21TA 11 - Vendor Meet - Create Trouble Report to Request a Vendor Meet . 22TA 11 - Vendor Meet - Response .23TA 12- MLT (Metallic Line Test) Request . 24TA 12- MLT (Metallic Line Test) Request .25TA 12 - View MLT Results . 26Page: 3
TA 1 - “OPEN TOUBLE TICKET – RESOLD POTSHover over the ticket tabThen choose the Create Trouble ReportSelect Option “3” - Resold POTS (from the TRFD drop down list) on the Create Trouble Report RequestPage: 4
TA 1 - “Loc & Access Info” TabComplete 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
TA -2 Service - Create Trouble Report Request for Services with Premises Address TroubleHover over the ticket tabThen choose the Create Trouble ReportSelect Option “1” – Services with Premises Address (from the TRFD drop down list) on the Create Trouble Report RequestComplete the form and depress next.Page: 6
TA 2 - “Loc & Access Info” TabComplete 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/PhoneTRFD 2 - only Circuit Access Hours - No address requiredPage: 7
TA 3 - View ETTR (Estimated Time to Repair)Work List View:Click the radio button next to the Ticket and then the History IconClick the Message ID of the Attribute Value change Notification MessageThe Commitment Time - Cleared Time field provides the ETTR. See next page to view ETTR response.Page: 8
TA 3 VIEW ETTR – Estimated Time to Repair ResponseThe Commitment Time “Cleared Time Field” provides the ETTR.Page: 9
TA -4 Cancel Trouble TicketWork List ViewNote: 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
TA 4 - Cancel Trouble Report RequestComplete Form and submit.Page: 11
TA -5 Open a trouble ticket on (TN or Circuit ID) - Ticket Already OpenedCreate 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 sameService Id/ (TN or Circuit ID).Page: 12
TA -6 Verify Repair CompletedWork List ViewState 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
TA -6 Verify Repair Completion Request DetailPage: 14
TA – 7 “Add” Information to Existing Open Trouble TicketWork List ViewSelect the radio button for the ticket that additional trouble information is to be added.Page: 15
TA – 7 “Add” Information to Existing Open Trouble TicketHover 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
TA -8 Escalate TicketWork List ViewSelect the radio button by the ticket that is to be escalatedHover over the ticket tab and select escalate and clickPage: 17
TA – 8 Escalate TicketComplete the escalation request and submit:Page: 18
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 ViewWhen 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
TA 10 – Modify Trouble AttributesSelect the radio button by the trouble ticket to modifyHover the cursor over the Ticket Tab and click Modify Attributes:Page: 20
TA 10 – Modify Trouble Attributes RequestComplete form and submit. Several changes may be made on this form.Page: 21
TA 11 - Vendor Meet - Create Trouble Report to Request a Vendor MeetHover over ticket tab from the menu bar and click on “Create Trouble report”Fill out the following fields:Trouble Type Field: Select Manual Intervention RequiredAdditional 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 customerTo negotiate the vendor meet.Complete form and submit.Page: 22
TA 11 - Vendor Meet - ResponseA response is received from the ROC to negotiate vendor meet.Page: 23
TA 12- MLT (Metallic Line Test) RequestSelect 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
TA 12- MLT (Metallic Line Test) RequestSelect 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
TA 12 - View MLT ResultsPage: 26
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
