About Create Tickets

The fields present on the Create Ticket screen vary based on how you are provisioned and your initial Create Ticket selection from these available options:
• Fault - This category should be selected for any break / fix issue where the service was working before but is not currently working or does not appear to work.
• Informational - This category should be selected when there is no Trouble or Change to report/request, you are simply looking for some type of information or data related to your service.
• Service Assurance Change Request - This category should only be used to request routine changes or modification to the service that is non contract or billing effecting. Example: A Route Change or an Access List modifcation. This type of request would not include bandwidth upgrades or adding/removing service options. For these types of requests, please contact your AT&T Account Team, Account Executive, or Service Manager.

  Note: The User Attribute fields are always the same.

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User Attributes

• Reported By - A required field. The field is pre-populated with the name from your user profile. You can overwrite the reporter name, but it will only apply to the current ticket; the name in the user profile will not be updated.
• Phone Number - A required field. The field is pre-populated with the phone number from your user profile. You can overwrite the phone number (only for ticket purposes), however, the phone number in the user profile will not be updated.
• Email Address - The default email address is the address provided by the user's profile and should appear in the text box. If there isn't an email address in the user's profile, the text box will be blank. You can write and overwrite the email address; however, the user's profile will not be updated.
• Notify me by email whenever the ticket is updated - For Web Hosting, this is a required field; to have notification sent to the email address when the ticket is updated, select the "yes" radio button. For all other managed services, to have notification sent to the email address when the ticket status is updated, select the check box.

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Asset Attributes

• Service - A required field. The items that appear in the Service drop-down list are based on the user profile. Click here for a list of available managed services. After selecting the Service, click the GO button (which will refresh the page for the appropriate service line) to proceed.
• Search Asset Inventory by Service - After you have selected a Service, you can select this button to search for an Asset ID to assign to the ticket. Click here for help on this series of screens.

  Note: If the MIS/PNT service is selected, you must use the Search Asset Inventory by Service button to select an Asset ID (IP address). The Submit button is disabled until you search for and select an Asset ID.

• Account ID - A required field for services other than MIS/PNT and BVoIP. This drop-down list consists of the Org Group, Agency Name / Agency ID (AHC), MCN GRC/SOC, Contract Number, and Contract Description. The list of available Org Groups is provisioned in your user profile.

  Note: When the MIS/PNT service is selected, the field is not editable in the Create Ticket screen; it will be populated after you select the Search Asset Inventory by Service button and use the series of inventory screens to select an Asset ID. When this field is populated for MIS/PNT service, it will be labeled "IPv4 Asset ID" or "IPv6 Asset ID". When BVoIP service is selected, this field does not appear. Instead, other selections are required.

  • If the number of Account IDs will fit in a single drop-down list, a list of Account IDs is displayed in the drop-down list.
  • If you are not provisioned to view all Org Groups and there are more Org Groups than will fit in a single drop-down list, this field contains a text box and a Populate Org Group button for filtering the list of Org Groups to fit in the drop-down list. Enter an alphanumeric string (3 to 20 characters) in the text box to match to Org Groups, and select the Populate Org Group button. Matching Org Groups will then be displayed in the drop-down list.
  • If you are provisioned to view all Org Groups but there are more Org Groups than will fit in a single drop-down list, to the right of the drop-down list are Previous and Next links, for navigating between drop-down lists of Org Groups.
• Country - If you are creating a ticket without populating the Asset ID field, you must select the Country where the asset is located from the drop-down list. If you have used the Search Asset Inventory by Service button to populate the Asset ID field, the Country field is read-only and contains the country associated with the selected Asset ID.
  
  Note: For BVoIP service, the Country field is activated when the IP Toll Free/Telephone Number radio button is selected. The default is "United States". If necessary, the Country field is updated when the Telephone Number, Managed Router, or Managed LAN Device is validated.
• Telephone Country Code - The Telephone Country Code field choices are based on the Country field selection.

  Note: The Telephone Country Code field is only displayed when the GMM (MOBIWIR) or BVoIP services are selected.

• Location ID - For best results, use the Search Asset Inventory by Service button to populate the Location ID field. However, if you already know the Location ID associated with the problem, you can enter it in the field. When the MIS/PNT or BVoIP service is selected, the Location ID field is not displayed.
• Asset Priority - The four choices are:
  • Low (default)
  • Normal
  • High
  • Critical
When the MIS/PNT or BVoIP service is selected, the Asset Priority field is not displayed.
• Asset ID - For best results, use the Search Asset Inventory by Service button to populate the Asset ID field. However, if you already know the Asset ID associated with the problem, you can enter it in the field. If you do not perform an Asset Inventory search, you may enter text in this field or in the Asset Alias field, but not both.

  To see the naming schema used for Asset IDs, refer to the Glossary.

  Note: GMIS tickets are created on Asset IDs such as routers, not on IP addresses. Please do not try to create a ticket for GMIS service by entering its IP address (32.xx.xx.xx) in the Asset ID field, because this will not work on AT&T eMaintenance. If you need to be provisioned for GMIS ticketing, please contact your AT&T BusinessDirect Company Administrator or your AT&T Account Representative.

  Note: For BVoIP service, the Asset ID field is populated when the Report Type (telephone number or Managed Router, or Managed LAN Device is validated).

  Note: More than one ticket may be created for an Asset ID only under the following conditions:
  • The Asset ID belongs to the SD_HOSTING or MCHOSTING Functional Area.
  • The Asset ID belongs to another Functional Area, but it belongs to the Voice or IP Telephony service.
  • The Asset ID belongs to another Functional Area and service, but the Service Impact is set to No and the Request Type is set to Service Assurance Change Request or Informational.
  If an Asset ID already has an active ticket and you create a new ticket for it under other conditions, an error message is displayed.
• Asset ID (IPv4 or IPv6 Address) - This field is available only for MIS/PNT tickets. Enter the IP Address and click the Validate button to retrieve the asset information.

  Note: Valid IP Address formats:

  • IPv4 is four sets of numbers where each group can have 1-3 numeric characters with values between 0 - 255 separated by "." Example: 192.168.8.24
  • IPv6 is eight sets of numbers where each group can have 0-4 alphanumeric characters with values between 0000 and FFFF separated by ":" Example: 2001:0000:0000:00CA:0000:22AC:0000:1234
• Asset Alias - An optional field. If an Asset Alias is retrieved from an Asset Inventory search, this field is not editable. If you do not perform an Asset Inventory search, you may enter text in this field or in the Asset ID field, but not both.

  Note: The Asset Alias field is not displayed when only the BVoIP or MIS/PNT service is selected.

• Customer Asset Alias - An optional field. If a Customer Asset Alias is retrieved from an Asset Inventory search, this field is not editable. If you do not perform an Asset Inventory search, you may enter text in this field.

  Note: The Customer Asset Alias field is not displayed when only the MOBIWIR, BVoIP with Telephone asset type, Web Hosting or MIPNS service is selected.

• Access Circuit ID - A required field. This field appears only for MIS/PNT service tickets when you have selected an Asset ID from the inventory that is associated with more than one Access Circuit ID. By default, the Selected list contains the value All. To assign specific impacted Access Circuit ID(s) to the ticket, select them in the Available list and click the Add button to move them to the Selected list. To remove Access Circuit IDs from the Selected list, select them and click the Remove button to move them to the Available list.
• Asset Type - The choices are:
  • Circuit
  • Equipment (default)
  • Software
  • Unknown.
When the MIS/PNT service is selected, the Asset Type field contains the value "EQUIPMENT" and is read-only. The field does not appear if BVoIP service is selected.
• Client Ticket Number - An optional field. The default is blank.
• Report Type - Note: This field appears only when BVoIP service is selected.

  To report the trouble based on a known IP Toll Free/Telephone Number, select the corresponding radio button and enter the 10-digit telephone number or 8YY number in the text box. (Spaces and hyphens are allowed, for a maximum of 12 characters in this text box.) With the IP Toll Free/Telephone Number radio button selected, the Validate button is active. After entering the number, click Validate to check and process the telephone number. (If the number is not found, an error message is produced, suggesting that you check the number to make sure it was entered correctly.) Note: For BVoIP service, the Country field is activated when the IP Toll Free/Telephone Number radio button is selected. The default is "United States". If necessary, the Country field is updated when the Telephone Number, Managed Router, or Managed LAN Device is validated.

  Select the Equipment/IP Toll Free Number radio button to begin a search. The Search Asset Inventory by Service button then becomes active. Click the Search Asset Inventory by Service button and use the series of inventory screens to search for the Equipment or IP Toll Free Telephone Number to assign to the ticket.

  Select the IP Address (IPv4 or IPv6) radio button to search by IP Address. Enter the IP Address in the text box. Click the Search button and use the series of screens to search for the asset and assign to the ticket.

• Org Group (MCN) - This read-only field will be populated (with the appropriate MCN) when a valid Telephone Number, Managed Router, or Managed LAN Device has been established for the ticket. Note: This field appears only when BVoIP service is selected.
• GRC/SOC - This (read-only) field will be populated when a valid Telephone Number, Managed Router, or Managed LAN Device has been established for the ticket. Note: This field appears only when BVoIP service is selected.
• Org Group (IP Cust ID) - This read-only field appears only when MIS/PNT service is selected.
• MCN GRC/SOC - This read-only field appears only when MIS/PNT service is selected, after an Asset ID has been assigned to the ticket via the Search Asset Inventory by Service button.
• Agency Name - This read-only field will be populated when a valid Telephone Number has been entered, or when a Router Host Name or Asset ID has been assigned to the ticket via the Search Asset Inventory by Service button. Note: This field appears only when BVoIP or MIS/PNT service is selected.
• Agency ID (AHC) - This read-only field will be populated when a valid Telephone Number has been entered, or when a Router Host Name or Asset ID has been assigned to the ticket via the Search Asset Inventory by Service button. Note: This field appears only when BVoIP or MIS/PNT service is selected.
• Contract Description - This read-only field will be populated when a valid Telephone Number has been entered, or when a Router Host Name or Asset ID has been assigned to the ticket via the Search Asset Inventory by Service button. Note: This field appears only when BVoIP or MIS/PNT service is selected.
• Contract Number - This read-only field will be populated when a valid Telephone Number has been entered, or when a Router Host Name or Asset ID has been assigned to the ticket via the Search Asset Inventory by Service button. Note: This field appears only when BVoIP or MIS/PNT service is selected.
• Address - This (read-only) field will be populated when a valid Telephone Number, Managed Router, or Managed LAN Device has been established for the ticket. Note: This field appears only when BVoIP service is selected.
• Calling To - This optional field appears only when a telephone number has been selected and validated. It can be used to enter the telephone number being called when the trouble being reported was experienced. Note: This field appears only when BVoIP service is selected.
• IP Address To - This optional field appears only when a router host (asset) has been successfully identified. It can be used to specify the IP address of the router host receiving the call when the trouble being reported was experienced. Note: This field appears only when BVoIP service is selected.
• IP Address From - This optional field appears only when a router host (asset) has been successfully identified. It can be used to specify the IP address of the router host originating the call when the trouble being reported was experienced. Note: This field appears only when BVoIP service is selected.

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MIPNS Local Site Contact

• Local Site Contact Name - You must enter a contact name for the reported location(s).
• Phone Number - You must enter a phone number for the local site contact.

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MIS/PNT Testing & Dispatch Authorization

If your user profile has the privileges for testing and dispatch authorization, you must make selections in the following fields for Fault tickets only.

• Trouble Type - A required field. Select a trouble type from the list. (Based on your selection, an appropriate questionnaire may be displayed. You should complete and submit that questionnaire.)
• Do you have power to your equipment? - A required field. If you select No, an error message will display; the equipment associated with the Asset ID should have power if you are creating a ticket on it. If you cannot access your equipment to check the power, select Unsure.
• Intrusive Testing Authorized? - A required field. Indicate whether you authorize intrusive testing.
• Dispatch Authorized? - A required field. Indicate whether you authorize a visit to the reported location(s).

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MIS/PNT Local Site Contact

• Local Site Contact Name - You must enter a contact name for the reported location(s).
• Phone Number - You must enter a phone number for the local site contact.

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Dispatch Authorization (BVoIP Service)

If your user profile has the privileges for dispatch authorization, you must make selections in the following fields for BVoIP Fault tickets only.

• Trouble Type - A required field. Select a trouble type from the list and click the GO... button to proceed. (Based on your selection, an appropriate questionnaire may be displayed. You should complete and submit that questionnaire.)
• Do you have power to your equipment? - A required field. If you select No, an error message will display; the equipment associated with the Asset ID should have power if you are creating a ticket on it. If you cannot access your equipment to check the power, select Unsure.
• Dispatch Authorized? - A required field. Indicate whether you authorize a visit to the reported location(s).

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Local Site Contact (BVoIP Service)

• Local Site Contact Name - You must enter a contact name for the reported location(s).
• Telephone Number - You must enter a phone number for the local site contact.

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Ticket Attributes

• Trouble Type - A required field. Select a trouble type from the list, if available. This field appears under Ticket Attributes for Service Assurance Change Request and Informational MIS/PNT, BVoIP or MIPNS tickets.
• Request Description - A required field for all Fault tickets only. Select from radio buttons:
  • Total Outage
  • Degraded Service

  If the Total Outage radio button is selected, the Do you have a Backup? question appears with two radio buttons available:

  • Yes
  • No

  If you select Yes, the Severity field will be set to "2 - Major" and will be non-editable. If you select No, the Severity field will be set to "1 - Critical" and will be non-editable.

  If you select Degraded Service rather than Total Outage, the Severity field will be set to "3 - Minor" and will be non-editable.

• Severity - A required field. The choices are:
  • Critical
  • Major
  • Minor (default)
  • Warning
  • Normal
  • Other.
  This field is pre-populated and non-editable for MIS/PNT, BVoIP or MIPNS tickets.
• Service Impact - A required field that indicates whether the reported trouble impacts service. This field does not appear for Service Assurance Change Request and Informational tickets.

  When any service other than MIS/PNT is selected, you must select either the Yes or No option button. No is the default if an Org Group belonging to the SD_HOSTING Functional Area is selected. Otherwise the default is Yes.

  For MIS/PNT Fault tickets only, this field is set to Yes and is non-editable.

If it is a recurring problem, the following additional fields can be used to provide more information. Each text box has a maximum of 25 characters. (BVoiP service only.)

• How many times has this trouble recurred? - Indicate how many times this trouble has occurred.
• How often the trouble occurs - Indicate how frequently it occurs.
• Time of day it typically occurs - Indicate any observations about the time of day the trouble seems to occur.
• Duration of the trouble - Indicate how long the trouble usually lasts.
• Time of most recent occurrence - Indicate the time it last occurred.

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Command Buttons

• Submit - When the button is clicked, the system will validate all of the required fields. If any are missing, they will all be displayed at once in a Java alert window. If the Org Group you selected is associated with more than one Functional Area, the Functional Area Selection screen opens.
• Reset - When the button is clicked, all of the fields will be set back to their default value.

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Functional Area Screen

• Submit saves the ticket with the Functional Area you selected.
• Cancel returns you to the Create Ticket screen, where you can select a different Org Group.

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Duplicate Tickets Screen

The Duplicate Tickets screen for IP Toll Free number tickets has the following Submit command button:

• Submit Another Ticket create a ticket for the IP Toll Free number.

• Submit Duplicate Ticket create another duplicate ticket for the Asset ID.

• Cancel returns you to the Create Ticket Screen, populated as before.

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