Creating a Repair Ticket from the Network Map

Step

Action

From the Network Map page, click the icon( or , depending on whether or not open tickets already exist for the service element) for the service element for which you want to create a repair ticket.

Result:  The Component Detail pop-up window appears.

Click the Active Tickets tab or the Tickets tab.

Result:  The system takes you to the appropriate tab.

Click .

Result:  The system takes you to the Create Ticket page.

From the Product list, click the product for which you want to report a problem.

Result:  The system refreshes your browser window, displaying new fields depending on the product you selected.

Take the appropriate action, depending on the product you selected:

Click .

Result:  The Component Lookup screen appears in a new browser window.

Notes:  

• If you selected Q.Control in Step 1, this button is not available.  A default value is populated in the Component ID field.  In this case, skip the next step.

• For more information on finding a specific component, click here.

From the list of service components, click any value in the row containing the component experiencing the problem.

Result:  The browser window containing the service component list closes.  The system populates the unique identifier for the selected component in the Component ID field.

From the Problem/Component Type field, select the appropriate value.

From the Symptom Type list, click the option that best matches the symptom you are experiencing.

In the Problem Description field, type a brief description of the trouble you are experiencing.

In the Primary Contact fields, type your name, telephone number, telephone extension (if necessary), and e-mail address in the appropriate fields.

In the Secondary Contact fields, type the contact information for any other party who needs to be kept up to date on the issue.

Click to send the repair ticket to your provider and proceed to the confirmation screen.

Note:  You can click at any time to exit this process without submitting the repair ticket to your provider.