What do you see?
The Ticket Details screen displays detailed information about a selected repair ticket. This screen is divided into sections to give you details on specific service components, as well as information on the person(s) to contact for more information on the ticket.
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Ticket Details Section
Field
Description
Trouble Ticket ID
The unique identifier for the repair ticket you are viewing.
Status
The repair ticket's current status.
Request Ticket Closure
This check box allows you to close out the ticket. When you select this check box, the Add to Worklog field becomes mandatory.
Note: This check box will only appear if:
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You have the appropriate user privileges
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The ticket does not have a status of Closed or Canceled
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The ticket was entered for one of the following products: MFWVPN, NVPN, DIA, ATM, or FRAME
Product Type
The product to which the ticket applies.
Component ID
The unique, provider-maintained identifier for the component experiencing the issue for which the ticket was created. You can click this value to see detailed information about the component. When you click this value, the appropriate Component Detail(Port or VC) screen appears.
Date Opened
The date and time on which the repair ticket was created.
Last Status Date
The date and time on which the ticket's status last changed.
Problem
The nature of the issue for which the ticket was created.
Symptom
A brief description of the primary symptom(s) being experienced.
Case Type
This field indicates the type of repair ticket created in your provider's internal system(s). Possible Case Types you may see are:
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Customer (this will be the Case Type for all tickets entered through this system)
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Release
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Informational
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Autodetect
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Vendor
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Chronic
Problem Description
This field contains a more detailed description of the issue. This information is entered when the repair ticket is created.
Work Log Information
Field
Description
History: WorkLog
This box displays all the comments associated with resolving the problem that have been added to the selected ticket.
Add to WorkLog
This box allows you to type any information you want to add to the ticket.
Click this button to add your comments to the ticket. When you click this button, the system saves your comments, then refreshes your browser window. When the screen refreshes, you comments have moved to the WorkLog History field.
Tollfree Information
Field
Description
Originating Number
This field displays the telephone number from which the toll-free number was dialed when the problem occurred, if applicable.
Terminating Number
This field displays the telephone number (or the unique identifier of the trunk) to which the call was routed when the problem occurred.
Time of Call
This field displays the exact time at which the call was placed when the problem occurred.
Time Zone
This field identifies the time zone from which the call was made when the problem occurred.
Originating Country
This field identifies the country from which the call originated when the problem occurred.
Terminating Country
This field identifies the country to which the call was routed when the problem occurred.
Contact Information Section
Field
Description
Primary Contact
The name of the primary party responsible for resolving the repair ticket.
Phone
The telephone number of the primary party responsible for resolving the repair ticket.
E-mail
The e-mail address of the primary party responsible for resolving the repair ticket.
Secondary Contact
The name of the person backing up the primary party responsible for resolving the repair ticket.
Phone
The telephone number of the person backing up the primary party responsible for resolving the repair ticket.
E-mail
The e-mail address of the person backing up the primary party responsible for resolving the repair ticket.
When you are finished reviewing the ticket information, click this button to return to the last screen you were viewing.
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Tools
No tool icons are available from this page.
What do you want to do?
When you are finished reviewing this screen, click . The system will return you to the View Tickets screen. No other tasks are associated with this page.