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.
The Portal ribbon group allows you to accept packages or trouble tickets submitted through Subscriber Portal.
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.
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.
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 a file to any Trouble Ticket within this ribbon group. Your cairs.net administrator pre-defines eligible file types.
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