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,
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.
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
the Orders/Troubles menu.
the Navigation pane, click Orders and then All Active Troubles.
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
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.