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Troubles

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Creating and Completing a Trouble Ticket

Adding an Existing Component

A Trouble Ticket - Start to Finish

Creating and Completing a Trouble Ticket

The first step is to create a new work order.  The work flow changes depending on the type of ticket you are creating, however, the fields within the Adjustable Fields pane are consistent with every trouble ticket. 

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then All Active Troubles.

3.       There are two ways to create a new Trouble Ticket:

·         Within the tool bar directly above the Navigation pane, click the drop-down arrow next to New. From the list, select Trouble Ticket.

·         Within the Actions pane, click the Create New Trouble link.

4.       The Trouble Ticket – [New Trouble Ticket] window opens allowing you to generate a new ticket.

5.       In the Basic Information pane, click the Work Flow drop-down arrow to access a list of the workflows created within your database. From the list, select the workflow.

6.       After selecting the workflow, the Order Number and the Due Date field become available. Depending on how your administrator has designed your work flow, the fields may auto-populate. However, if the fields are blank, complete the following fields:

·         Trouble Number – type an alphanumeric order number.

·         Alt Order Number – type an alphanumeric alternate order number.

·         Due Date – type the date the order is to be complete by, during the order process you can make changes to the due date.

7.       Notice that once you select the work flow, the data components associated to the work centers become available. This allows you to select the component(s) associated to the Trouble Ticket before you create the ticket.

8.       To attach an existing component, within the Data Components ribbon group, click the lower portion of the component button to access a menu, from the menu, select the Search option.

! The Set Device button has two search options: Search for Existing Primary Devices - displays a list of the primary button information for all set devices and Search Existing Devices - displays a list of all telephone numbers associated to a set device and their button number.

9.       The Component Search pop-up opens. There are two ways to populate the information within the list:

·         Within the search box, type the name, number, or portion of the name or number and then click the magnifying glass.

·         Click the Show All button.

10.   When you have located the component, double-click the row. A message box displays verifying that you have added the component to the ticket and asks if you want to add another. To add another component, click Yes within the box and repeat the process. To add only one component and return to the Trouble Ticket, click No.

11.   After you click No, and after adding one or more components, the search window closes and you are back at the Trouble Ticket.

12.   Within the lower right-hand corner, the associated components populate within the tabs. Each different component displays as a new tab. If you add more than one component of the same type, each component displays as a separate column within the tab.

13.   When you select a component the site, building, switch name, and organization name populate with the information from the first component selected.

14.   In addition, the Adjustable Fields, Other Fields, Portal Request, and Description panes become available.

15.   Within the Adjustable Fields pane, complete the following information, if you have associated a component some fields may already be populated, you can change the information (required fields are marked with an asterisk (*):

·         Site * – click the drop-down arrow to access a list and from the list, select the site. The site drop-down list displays the bottom-most site first. After the ~~ is the complete path to the site. Each site level is separated by a >.

·         Building– click the drop-down arrow to access a list and from the list, select the building name. This is the physical location of where to install, move, or modify the component.

·         Switch Name – click the drop-down arrow to access a list and from the list select the switch name the new component(s) will be assigned to.

·         Organization Name – click the drop-down arrow to access a list from the list, select the name of the organization. The organization drop-down list displays the bottom-most organization first. After the ~~the complete path to the selected organization displays. Each level of the organizational tree is separated by a >. Once you select an organization, the complete path populates within the field.

·         Subscriber Name – click the drop-down arrow to access a list and from the list, select the name of the subscriber associated with the new component(s).

·         Account Number – click the drop-down arrow to access a list and from the list select the account number for the trouble ticket.  Any charges related equipment and services for the ticket are charged to this account number.

·         Contact Name – type the name of the contact for this ticket.

·         Contact Phone – type the telephone number for the contact for this ticket.

·         TCO – click the drop-down arrow to access a list of the TCO Groups within your database, from the list select the group to associate to the work order.  This field must be populated if you want your subscribers to see the TCO when viewing the work order through the Subscriber Portal.  

·         Work order Category – click the drop-down arrow to access a list, from the list select the ticket category.  After the creation of the trouble ticket, you can modify the category, if necessary. 

·         Priority – type the priority for the trouble ticket, this can be any alphanumeric value

·         Complexity – type in the complexity for the trouble ticket, for example high, medium or low. 

16.   The Other Fields pane is read-only. This pane displays information regarding the status of the ticket; the following information is displayed:

·         User Name/Created By – this field remains blank until you generate the ticket at which time the field populates with your user name. Once you generate the ticket, this field name changes to Created By. When anybody views the ticket within your system, their user name displays in this field.

·         Open Date – auto-populates with the current date. When viewing the ticket, this field displays the open date. 

·         Close Date – remains blank until a user closes the ticket at which time this field populates with the ticket’s close or cancel date.

·          Current Status*– auto-populates to Open. When viewing the ticket, this field displays the ticket status. You may see one of the following statuses:

·         Open

·         Closed

·         On Hold

·         Reviewed

·         Cancelled

·         Complete

·         Not Active

·         Pending Sent Back

·         Current Time Frame* – displays the time frame number the ticket is currently in. 

·         User Name – this field remains blank until you generate the ticket at which time the field populates with your user name. Once you generate the ticket, this field name changes to Last Opened By. When anybody views the ticket within your system, their user name displays in this field.

·         Last Activity Date – this field remains blank until you generate the ticket, at which time the field populates with the current date and time. Once you generate the ticket, this field name changes to Last Opened. When the ticket is viewed or any changes are made, this field displays the date and time those actions were saved.

·         Hold Date – this field remains blank until you place the ticket on hold, if applicable. Once you place the ticket on hold, the date the hold is placed on the order displays in this box.

17.   The Portal Request pane populates with information submitted via the Subscriber Portal.

18.   Click the Description field to type a description. Within this field be as descriptive as possible as all users with access to the ticket can view this field. You can access the field any time during the ticket process.

19.   Once the required information is complete within the upper pane, click the Create New Ticket button.

20.   The Trouble Ticket is created and the workflow, order number and due date are grayed out. The open date, last opened by and last opened fields are completed with the appropriate information.

! At this point, the rest of the process greatly depends on your access rights. You may or may not be able to complete a work center or data component. If you have access rights, the work center and associated data component become available.

21.   The Work Flow pane displays the work centers, time frames and data components associated with the work flow.

22.   If you have not already associated a data component you have two options to associate a Data Component:

·         To add a new component, click the button to access a drop-down list and from the list select Add.

·         To modify an existing component, click the button to access a drop-down list and from the list, select Search. The Component Search pop-up opens. There are two ways to populate the information within the list:

·         Within the search box, type the name, number, or portion of the name or number and then click the magnifying glass.

·         Click the Show All button.

·         When you have located the component, click the row to highlight. Within the upper right-hand corner of the Component Search pop-up, click the red X to close.

! The Set Device has two search options. The Search for Existing Primary Devices displays a list of the primary button information for all set devices. The Search Existing Device displays a list of all telephone numbers associated to a set device and their button number. These options are helpful when you are working a Trouble Ticket because you can access the information relating to a specific button on a set.

23.   With either search or add the General component window opens. Complete the required fields (fields marked with an asterisk (*) for the data component. Within the Actions ribbon group, click Save & Close to return to the ticket.

24.   Back at the ticket screen, the complete data component displays in the lower right-hand pane. Every time you complete a new component, a new tab displays behind the first with the name of the component, if you add two of the same data component types, a new column displays within the tab. For example, if you are adding two set devices, there will be two columns within the Set Device tab.

25.   Once you have completed your work within the work center and you are ready to send the order on, click the Complete Work Center button within the Trouble Ticket Info pane.

26.   The work order moves to the next center. Notice that a complete checkbox now displays directly above completed work centers.

27.     Once the ticket has moved through all the centers, the last work center can close the order.

28.     To close the order click the Complete Work Center button, a message box opens that asks, ‘That was the last work   center, do you want to close this Trouble Ticket too?’ Click Yes to continue or No to cancel.

29.     The Trouble Ticket window closes and you are returned to the Troubles list.

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Adding an Existing Component

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then All Active Troubles.

3.       There are two ways to create a new Trouble Ticket:

·         Within the tool bar directly above the Navigation pane, click the drop-down arrow next to New. From the list, select Trouble Ticket.

·         Within the Actions pane, click the Create New Trouble link.

4.       The Trouble Ticket – [New Trouble Ticket] window opens allowing you to generate a new ticket.

5.       In the Basic Information pane, click the Work Flow drop-down arrow to access a list of the workflows created within your database. From the list, select the workflow.

! Once the information within the Basic Information pane is completed and you create the ticket, the pane name change to Trouble Ticket Info.

6.       After selecting the workflow, the Order Number and the Due Date field become available. Depending on how your administrator has designed your work flow, the fields may auto-populate. However, if the fields are blank, complete the following fields:

·         Trouble Number – type an alphanumeric order number.

·         Alt Order Number – type an alphanumeric alternate order number.

·         Due Date – type the date the order is to be complete by, during the order process you can make changes to the due date.

7.       Notice that once you select the work flow, the data components associated to the work centers become available. This allows you to select the component(s) associated to the Trouble Ticket before you create the ticket.

8.       To attach an existing component, within the Data Components ribbon group, click the drop-down arrow associate to the appropriate component to access a menu. From the menu, select the Search option.

! The Set Device button has two search options: Search for Existing Primary Devices - displays a list of the primary button information for all set devices and Search Existing Devices - displays a list of all telephone numbers associated to a set device and their button number.

9.       The Component Search pop-up opens. There are two ways to populate the information within the list:

·         Within the search box, type the name, number, or portion of the name or number and then click the magnifying glass.

·         Click the Show All button.

10.   When you have located the component, double-click the row. A message box displays verifying that you have added the component to the ticket and asks if you want to add another. To add another component, click Yes within the box. To add only one component and return to the Trouble Ticket, click No.

11.   After you click No and after adding one or more components, the search window closes and you are back at the Trouble Ticket.

12.   Within the lower right-hand corner, the associated components populate within the tabs. Each different component displays as a new tab. If you add more than one component of the same type, each component displays as a separate column within the tab.

13.   After the component is associated, the site, building, switch name and account number fields automatically populate within the Adjustable Fields pane.

14.   You can modify those fields if necessary by clicking the field and typing or selecting the new information.

15.   Once all required fields are populated, click the Create New Ticket button within the Basic Information pane.

16.   The ticket is created and the workflow, ticket number and due date are grayed out. The open date, last opened by and last opened fields are completed with the appropriate information.

17.   You can continue to work on the trouble ticket if your permissions allow. 

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