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learning center  >  TROUBLES  >  Understanding the Trouble Ticket Details Screen

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Troubles

Topics Discussed Below

Ribbon Groups

Trouble Ticket Panes

Ribbon Groups

Each of the ribbon groups allows you to perform certain functions within the trouble, e.g. attach a file; reject the trouble, etc. 

Actions

Within the Actions ribbon group, you can perform the following actions:

·         Save & Close – click this button to save the completed information and return to the Order/Troubles list.

·         Delete – click this button to delete the Trouble Ticket.  This differs from cancel in that; there will not be a record of this Trouble Ticket within your database.

·         Save – click this button to save the information you have completed and remain within the Trouble Ticket.

·         Refresh – click on this button to add newly saved information to the work order window.

Show

There are two views within the Trouble Ticket details screen, Trouble and Trouble Log. The Trouble view is the default view and displays the detailed ticket information, work centers, and configured components.

The alternate view, Order Log, displays a list of actions for this Trouble Ticket. The Trouble Log view displays the Activity Log which includes two information panes; the top pane contains the activity date, work center name, ticket status, work center status and activity note. When you highlight any action within the top pane, the lower pane displays the detailed information for the completed action.

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

 

Portal

The Portal ribbon group allows you to accept packages or trouble tickets submitted through Subscriber Portal. 

Data Components

Each of the data components allows you to add or modify a particular item in the database.  The available components differ depending on the type of trouble ticket, work center needs, and user privileges.  The following data components are available:

·         Subscriber – allows you to add, delete, and modify a subscriber.

·         Authorization Code – allows you to add, delete and modify authorization codes.

·         Circuit – allows you to add, delete, and modify a main circuit and circuit segments.

·         Account – allows you to associate accounting/billing information to a set device, circuit, or subscriber.

·         General Task – allows you to manage trouble ticket tasks.

·         Cell Phone – allows you to add, delete, and modify cell phones.

·         Set Device – allows you to add, delete, and modify an analog, digital and IP set in the database.

·         Set Device (EWSD) – allows those with an EWSD Switch to add, delete, and modify sets.

Each of the Data Component buttons is segmented (depending on your screen size the button may not be segmented but may only contain a dropdown arrow), when you click on the lower portion of the button a dropdown list appears.  For each component there is a search option, this allows you to search for an existing component to associate to the ticket.  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

·         Search Existing Devices – displays a list of all telephone numbers associated to a set device and their button number

Often times you may need to remove a configured component from a work order without having to delete the entire ticket.  From the dropdown menu for each data component there is a drop option.  This option allows you to drop any configured component from the ticket. 

Order Actions

There are several trouble ticket actions available within this ribbon group:

·         Send To – allows you to send a Trouble Ticket onto a specific person within the next work center.

·         Send Back – allows you to send the Trouble Ticket back to a specific person within a previous work center.

·         Assign To – allows you to assign the Trouble Ticket to a specific person within the current work center.

·         Cancel Order – allows you to cancel the Trouble Ticket at any point.

·         Put on Hold – allows you to place a Trouble Ticket on hold.  Placing a Trouble Ticket on hold allows you to reserve items within the database without having to commit the information.  Once you place a hold on a Trouble Ticket, the button name changes to ‘Remove from Hold’ allowing you to remove the hold and continue processing the order. 

·         Optional Work Centers – if the administrator has selected some work centers as optional for the Trouble Ticket, you can click the field to access a drop-down list of the optional work centers.

·         Switch To Work Order - allows you to switch the Trouble Ticket to a work order with an open status. This does not change the work flow; it simply moves the ticket to the Orders list.

Reporting

Custom reports allow you to print out ticket information on a form designed by your cairs.net administrator.  Your administrator creates cells in a form and associates them to certain fields within the ticket.  When you choose the report, the fields from the ticket populate the cells to create a complete printable form.  

Attach

Attach a file to any Trouble Ticket within this ribbon group.  Your cairs.net administrator pre-defines eligible file types.   

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Trouble Ticket Panes

There are several panes below the ribbon; each pane contains specific information for the Trouble Ticket. Within these panes, you work through the entire Trouble Ticket work flow. The seven panes of information are (for a detailed description of the pane see the appropriate section below):

· Basic Information

· Adjustable Fields

· Other Fields

· Portal Request

· Description

· Work Flow and Equipment and Services

· Configured Components

After you create a Trouble Ticket, cairs.net adds a solid yellow line directly below the ribbon, containing the ticket status, the active work center name, the name of the person that the previous user sent the work order to, and any additional notes.

Basic Information and Adjustable Fields Pane

When you first enter the Trouble Ticket – [New Trouble Ticket] window, the Basic Information pane contains the only available fields. Once you select the work flow the remainder of the pane becomes available plus the Adjustable and Other Fields panes. Within the Basic Information pane, you can create a Trouble Ticket number (or have one auto-generated), an alternate number and due date.

The Adjustable Fields pane allows you to enter in the ticket location and contact information. This pane includes site name, building name, contact name, contact number, etc.

The Other Fields pane displays information regarding the ticket’s status. Each time the status of the ticket changes the information within this pane updates.

After completing the required fields within these three panes, the Create New Trouble button becomes available. Once clicked, the work flow displays within the Work Flow pane. Throughout your Trouble Ticket’s process, the button label changes to reflect the specific action you are completing. For example, when the information is complete in a work center or you are ready to close the ticket, the button label reads ‘Complete Work Center.’

The Portal Request pane displays the information entered by the subscriber when they created the ticket on the Subscriber Portal website.

The Description pane allows the user to enter in a complete ticket description and remains available as the ticket moves through the workflow.

 

Work Flow Pane

At the bottom of the pane are two tabs: Work Flow and Equipment and Services.  The Work Flow tab allows you to view the complete work flow.  The Equipment and Services tab allows you to view, add, and delete equipment and/or services related to the trouble ticket. 

Once you create a Trouble Ticket, the complete work flow display within the Work Flow/Equipment and Services pane (if the work flow is not visible click the Work Flow tab located in the lower portion of the pane). The work flow starts at the top of the pane and flows to the bottom. Each time frame is indicated with a solid blue line that displays the time frame number. Each work center within the time frame is contained within a box with the work center name in the pink line at the top of the box. A green arrow displays to the left of the active work center. Within each work center are the available data components, in the example below the Subscriber component is the only one available with the Directory Work Center.

Once you complete the required fields within the Directory work center, the Trouble Ticket can be sent to the next time frame and work center. Once sent, the Directory work center turns to Not Active and the Inside Plant work center becomes active. You continue the same process until the Trouble Ticket reaches the final timeframe where you can complete and close the ticket.

The Equipment and Services tab allows you to view all equipment and/or services related to the trouble ticket.  In addition, you can add or delete equipment or services related to the Trouble Ticket.  If there are any charges related to the equipment or service, the account number located in the Adjustable Fields pane incurs all charges.   

Configured Components Pane

Once all the required fields within a data component are complete and saved, a tab for the component displays in the lower right-hand pane. Each component type displays as a new tab. In the example below, there are two components for the Trouble Ticket, Set Devices and Subscribers. Within the Set Device tab, notice that there are two column; this indicates that the ticket is fixing two different set devices. Each new component of the same type displays as a new column within the tab. 

To view the information for a component, click the tab and use the scroll bar to view the details. If your permissions allow, you can modify the information. To do so, double-click any field within the pane and/or column. The component screen opens allowing you to change the appropriate information. However, if the Trouble Ticket is in a work center that does not have access to the data component the information is read-only.

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