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Troubles

Topics Discussed Below

Show Ribbon Group

Trouble Log

Trouble Ticket History

Show Ribbon Group

Within the Show ribbon group, the Trouble and Trouble Log buttons allow you to manipulate how you view the Trouble Ticket information. As well as viewing the history of actions performed on the ticket.

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Trouble Log

The log provides you with a location to view the activity that occurred on the ticket. It provides such information as the action, user name, status, etc. 
 

Viewing a Trouble Ticket’s Activity

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click the All Active Troubles sub-menu.

3.       The list of open Trouble Tickets populates. If you have a large number of active tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       Within the list, double-click the order to access.

5.       Within the Show ribbon group, click the Order Log button. The log shows every action completed on the ticket.

6.       Within the Order Log, the following information is displayed:

·         Activity Note

·         User Name

·         Activity Date*

·         Order Status*

·         Component Name

·         Work Center Status

7.       To return to the ticket, within the Show ribbon group, click the Order button.

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List\Edit Time Slips

This option allows you to track the time that each work center takes to complete for the trouble tickets.  This time tracked here does not affect the billing for the ticket at all.  You can track the user and the total time they took to complete each work center within the work flow. 

Adding a Time Slip

1.    Click the Orders/Troubles menu.

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

3.    The list of open trouble tickets populates.

4.    Within the list, double-click the order to access

5.    Within the Show ribbon group, click the List\Edit Time Slips button.  The screen changes to display the Time Slips log.

6.    Click on the line marked with the asterisk (*) to add a new time slip.  Complete the following fields, required fields are marked with an asterisk (*):

·         Work Center Name * – click the dropdown arrow to access a list of the work centers within the current trouble ticket, from the list select the appropriate work center to associate time to

·         User Name * – this field will auto-populate with your username.  To change the user, click the dropdown arrow to access a list of users, from the list select the correct user

·         Description – type in a description regarding the time slip, if applicable

·         Hours Worked * – type in the total number for hours worked to complete the work center. 

·         Date Added * – this field auto-populate with the current date.  To change the date click the field to access a drop-down arrow, once clicked a calendar appears, from the calendar select the date the work center was completed. To change the month and year click the right or left arrow, and once at the appropriate month and year, click the number to select the date. The date populates in the box.

6.   Once you have completed the information, click on the Save button within the Actions ribbon group. 

7.   To return to the work order click on the Order button within the Show ribbon group.

Editing/Deleting a Time Slip

You can edit any time slip entered by clicking on the appropriate field and changing the information. 

To delete a time slip, right click on the record to access a popup menu, from the menu select Delete.  When asked if you really want to delete the record, click yes to continue or no to cancel the operation.  If you click yes, a line is drawn through the record, once you click Save the record is removed from the trouble ticket.

Packages

Trouble Tickets submitted through Subscriber Portal work a little differently than the standard ticket. Each type of trouble ticket your administrator(s) allows subscribers to request, combine to form a configuration package. Each configuration package includes the following information:

·         Work Order Type – indicates whether the package is for a set device, circuit, cell phone, authorization code or general task

·         Work Order Action – indicates what type of action the subscriber is requesting either add, modify, or delete

·         Work Flow Name – indicates the associated work flow within cairs.net

·         Approval Requirements – indicates if the request requires approval from a TCO and/or Resource Manager

·         Sites and/or Organizations – indicates what site and/or organization can submit the request.

·         Related Equipment and/or Services – indicates the necessary equipment and/or services related to the request and the associated cost.

Once a subscriber has submitted the request and the request is approved the information is sent to the work order system and into the first work center. You will notice that the Portal Request pane and the Portal ribbon group become available. The Portal Request pane displays the work request description that the subscriber entered into the website. The Packages button, within the Portal ribbon group, allows you to view the complete package details submitted by the subscriber. The fields are read-only.

Viewing Package Details

1.    Click the Orders/Troubles menu.

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

3.    A list of the open tickets populates. If you have a large number of active trouble tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.   Once the list opens, double-click the trouble number. A Trouble Ticket window opens. 

5.   Within the Show ribbon group, click the Package button.

6.   The screen changes to display the Selected Configuration Packages. The two panes provide the complete package details as submitted by the subscriber.

7.   The top pane displays the some basic package information. By clicking the plus (+) sign next, you can view the package details including the equipment and/or services, related to the package.  

8.   The Package Fields pane displays any additional notes the subscriber entered regarding the request. 

9.   To return to the work order screen, click the Order button within the Show ribbon group.

Trouble Ticket History

History provides the user with timeline of the actions that have occurred on the ticket. The main window provides a basic list of the actions, by double-clicking on the action; a pop-up opens with a detailed description of the action.

Viewing the History of a Trouble Ticket

1.       Click Orders/Troubles.

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

3.       A list of the open troubles populates. If you have a large number of active tickets, the list may not populate. To populate the list, do one of the following

4.       Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

·         Once the list opens, double-click the order number.

A Trouble Ticket window opens. 

5.       Within the Show ribbon group, click the History button.  The following read only information displays for each action performed on the trouble ticket:

·         Action Name* – describes the completed action. For example, Add New Trouble Ticket Activity or Update Trouble Ticket.

·         Custom Field Name – displayed the field name of the modified information

·         Old Value – displays the old information

·         New Value – displays the new information

·         User Name – displays the user name for the person who completed the action.

·         Last Name/ First Name – displays the first and last name of the user who completed the action.

·         Activity Date* – displays the date the action was completed.

·         Source* – lists the computer’s IP address.

·         Work Order Number – displays the work order number for the order completed to make the changes, if applicable.

6.       Alternatively, you can click on the lower portion of the History button to access a menu, from the menu select Old History. The screen changes to display a list of all action taken on the trouble tickets, to view more detail double click on the record.

7.       A window opens with a more detailed description of the action. 

8.       Within the Action ribbon group, click the Close button to return to the trouble ticket.

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