User Attributes

• User ID - The User ID field is a text box that defaults to blank. It can be changed to another authorized User ID in the company or can be left blank to search for tickets from all authorized users in the company.
• Services - The default option is All. You can select one or more Services in the Available Services list and click the Add button to move them to the Selected Services list. To remove Services from the Selected Services list, select them and click the Remove button to move them to the Available Services list. The items that appear in the Services lists are based on the user profile. Click here for a list of available managed services.
• Reported Type - Note: This field appears when BVoIP service (only) 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 and find any associated ticket(s).

  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 find any associated ticket(s).

• 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.
• Org Groups - This field is required if you do not search by asset. The table of available Org Groups—each with its associated Agency Name, Agency ID (AHC), MCN, and GRC/SOC—is provisioned in your user profile. Select one or more of the checkboxes.
  
  If you are provisioned for more than 1,000 Org Groups, Prev and Next links are displayed, which you can use to scroll between tables of 1,000 Org groups.

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Ticket Attributes

• Ticket Open Date -
  • The application provides the option for Ticket Open Date so that you can search for tickets opened within the specified date range.
  • The default From date is <Today - 7>.
  • The From date can be overwritten by entering a date or clearing it to blank. When it is overwritten to blank, the application searches for tickets created without regard to the ticket open date.
  • The default To date is <Today>.
  • The To date can be overwritten by entering a date or clearing it to blank. When it is overwritten to blank, the application searches for tickets created up to today.
• Last Updated Date -
  • The application provides the option for Last Updated Date so that you can search for tickets opened within the specified date range.
  • The default From date is <Today - 7>.
  • The From date can be overwritten by entering a date or clearing it to blank. When it is overwritten to blank, the application searches for tickets updated without regard to the ticket updated date.
  • The default To date is <Today>.
  • The To date can be overwritten by entering a date or clearing it to blank. When it is overwritten to blank, the application searches for tickets updated up to today.
• Ticket Closed Date - Text fields for entering a date range in mm/dd/yyyy format. The default is blank. Note: To search only by the Ticket Closed Date, clear the Ticket Open Date and Ticket Updated Date fields.
• Country - This field appears if the BVoIP service is the only service selected. The selected Country determines the Telephone Country Code drop-down menu options available. Note: When the BVoIP service is selected, the default Country is "United States".
• Telephone Country Code - This field appears if the BVoIP service is the only service selected. The Telephone Country Code drop-down menu choices will be pre-populated based on the Country selected.
• Location ID - The application provides the option for Location ID so that you can search for tickets of a location of interest only. The default option is blank. You can use the "%" character for wildcard searches (e.g., LOC%).
• Site Name - This field and option appears only if Web Hosting or EHS is selected as a service. If it is, the application provides the option for Site Name so that the user can search for tickets by the name of a site. You can use the "%" character for wildcard searches (e.g., SITE%).
• Asset ID - This field can be populated from the asset inventory using the Search Asset Inventory by Service button, or you can enter the Asset ID as text. To see the naming schema used for Asset IDs, refer to the Glossary. If you did not retrieve an asset from the inventory, you can specify an Asset ID as text in this field, or an asset alias in the Customer Asset Alias field, but not both.
• Customer Asset Alias - The asset alias. This is a non-editable field if you used the Search Asset Inventory by Service button to retrieve an Asset ID. If you did not retrieve an asset from the inventory, you can specify an asset in the Asset ID field or an Customer Asset Alias in this field, but not both.

  Note: The Customer Asset Alias field will not appear if only the BVoIP, MIS/PNT, MIPNS, or Web Hosting service is selected.

  Note: To search by the Customer Asset Alias, enter the full Customer Asset Alias (no wildcard search is allowed) using capital letters.

• Client Ticket Number - The application provides the option for Client Ticket Number so that you can search for specific tickets of interest only. You must enter the full Ticket Number (no wildcard search is allowed). The default option is blank.
• Ticket Status - The application provides the option for Ticket Status so that you can search for tickets of interested status only. The default option is All, but you can select one or more status categories in the Available Ticket Status list and click the Add button to move them to the Selected Ticket Status list. To remove any from the Selected Ticket Status list, select them and click the Remove button to move them to the Available Ticket Status list.
• Severity - The application provides the option for Severity so that you can search for tickets of interested severity only. The default option is All, but you can select one or more ticket severity in the Available Ticket Severity list and click the Add button to move them to the Selected Ticket Severity list. To remove any from the Selected Ticket Severity list, select them and click the Remove button to move them to the Available Ticket Severity list.

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Format Search Results

• Sort By - You can sort by the following fields:
  • Ticket Number (default)
  • Ticket Open Date
  • Last Updated Date
  • Severity

• Sort Direction - The sort direction is either Ascending or Descending. The default sort option is Ascending.

The Sort By and Sort Direction selections are remembered and used the next time the user accesses the Search page. The default is the ticket number in ascending order.

• Search Fields - The Selected Fields for display list determines the ticket fields that will be displayed in the Search Ticket Results screen, or downloaded to a file. The default is All. To restrict the output to certain fields, select them in the Available Fields list and click the Add button to move them to the Selected Fields for display list. To remove fields from the Selected Fields list, select them and click the Remove button to move them to the Available Fields list.

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Command Buttons