Exchange 5.0 includes two types of tickets, trouble tickets (resulting from automatically identified or reported problems) and work tickets (resulting from your requests for service).
A trouble ticket is the record of a network problem on a specific device or set of devices and is opened automatically by us in response to an alarm on your network. You can also open a trouble ticket by calling your Customer Engineer, and Operations may open tickets manually (without an alarm). Trouble tickets track all activities within the associated timeline, identify the root cause, and list all activities taken to resolve the situation. Once an issue is resolved, the ticket is closed.
The following are the appropriate access points for open and closed trouble tickets, respectively.
Access Open Trouble Tickets via the Main Toolbar
Access Closed Trouble Tickets via Searches > Search Trouble Tickets
NOTE: The closed ticket query will bring up the old hosted page for the ticket view and it will appear different than the open ticket query. You will not have the Send Link feature on a closed ticket.
New Ticket View
Old Ticket View
Reports available in the Reports tab are based on the timeline and activities in tickets and summarize our responsiveness and performance in diagnosing and solving problems in your network.
The information in a trouble ticket includes:
Ticket Number
Date and Time Opened
Description
Detail Cause
Product
Sub-product
Status
Source
Major Cause
Reported By
Types
Sites Affected
Activity Chronology (Includes Activity Types)
The events associated with a ticket are called activities. Examples of activities include:
Ticket Opened
Note Only
Cust(omer) Status
Testing
Fault Isolation
Beginning Analysis
Operations/Cust(omer)/VEN(dor) Submitted
Contact Information
Problem Summary
Impact Summary
Problem Isolated
Referred CE
CKT Back Down
Note Only
IPT Timer Off
Escalation MTTR LV 1
Escalation MTTR LV 2
Escalation MTTR LV 3
Escalation MTTR LV 4
Escalation MTTR LV 5
Problem Resolution
Closed Operations IPT TKT
Misuse
Event Resolution - Misuse
Trouble ticket causes include:
Malicious Code
Network Anomaly
Systems Patched
Non-Verifiable
Host Scan
Unauthorized Use of Resources
Management Issues
Not Vulnerable
Event Polling Error
Maintenance
No Detectable Faults
Scheduled Network Maintenance
Performance
Configuration/Unity
Hardware Failure
Internal Compromise
VPN Tunnel
Internet Pipe Bounce - Operations
Customer Confirmed Disco
Bounce
Vulnerable
Misconfiguration
Device Types:
Server
Router
LAN Switch
Firewall
IDS
Call Manager
While reviewing ticket content on an open ticket in the Network Details tab, you can perform any of the following functions:
Add Activity - Adds a message to the ticket
NOTE: Ability to do this depends on your role and permissions.
Send Link - Creates an e-mail that includes the specific ticket number in the subject line and a link in the body of the e-mail that can be used to open the specific ticket in a browser window
NOTE: This feature is only available on a ticket viewed in the Network Details tab. The link recipient must have permissions for the device.
Escalation - Opens a new window listing the names/phone/email of the set of our staff supporting you and gives you the option to choose an escalation level from 1 to 5.
Close Ticket - Enables you to close the ticket if the problem has been corrected and the device is no longer in alarm
NOTE: This feature is only available on a ticket viewed in the Network Details tab.
Download - Imports ticket data into a spreadsheet
Contact Operations - Links you to the Support area where the Account Team and Contact Us information is available
Work Tickets (Requests for Service)
A work ticket is the record of your request for service on your network. See the Support section for more information on requesting service. Once a work ticket is created, you can view the current ticket status.
While reviewing ticket content, you can perform any of the following functions:
Send Link - Creates an e-mail that includes the specific ticket number in the subject line and a link in the body of the e-mail that can be used to open the specific ticket in a browser window
NOTE: This feature is only available on a ticket viewed in the Network Details tab.
Download - Imports ticket data into a spreadsheet
Contact Operations - Links you to the Support area where the Account Team and Contact Us information is available
Related topics:
Tracking an Open Service Request (Work Ticket)
Viewing a Closed Service Request (Work Ticket)