The Managed Services Search Ticket Results screen displays the search results in a table with the following columns:

• Copy Ticket - For tickets with the status of Closed or Cancel only, this column contains a Copy hyperlink. When you click this link, the Create Ticket screen opens, with data prepopulated from the existing ticket. You can edit the prepopulated data in the new ticket.
• Ticket Number - The ticket number is a hyperlink. When you click this link, the View/Update Ticket screen opens, displaying all of the ticket data.
• Ticket Type - The type of ticket: Client, User, Assist, Release, Administration, Auto Detect, GenChildren, Predictive, Proactive, E-Bonding, Email, or WEB.
• Severity - The severity of the ticket: Critical, Major, Minor, Warning, Normal, or Other.
• Status - The ticket status.
• Org Group - The Org Group associated with the ticket.
• MCN - The Master Customer Number associated with the ticket.
• GRC/SOC - The Group Revenue Code and Sales Office Code associated with the ticket.
• Agency Name - The Agency Name associated with the ticket.
• Agency ID (AHC) - The Agency ID (AHC) associated with the ticket.
• Contract Number - The Contract Number associated with the ticket.
• Contract Description - The Contract Description associated with the ticket.
• NOC - This column is populated only for tickets associated with the MIPNS service.
• Asset ID - The Asset ID associated with the ticket.
• Customer Asset Alias - The customer assigned asset alias associated with the ticket.
• Location ID - The Location ID associated with the ticket.
• Site Name - The Site Name associated with the ticket (applies only to Web Hosting or EHS tickets).
• Asset Address Location - The physical address where the Asset ID is located—i.e., the street address, city, state or province, etc.
• Trouble Description - A brief description of the trouble being reported in the ticket.
• Time to Restore - The time duration of service restoration, in minutes.
• Time to Repair - The time duration of equipment repair, in minutes.
• Fault Description - The fault description.
• Resolution Description - Description of the problem resolution.
• Resolution Set Description - The resolution set description.

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Command Buttons

• Download Type drop-down - Before clicking the Download Ticket Inventory button to download the search results to a file on your computer, you must select one of the following file types:
  • CSV (.csv)
  • Microsoft^® Excel (.xls)
  • Text (.txt - pipe delimited)
  • Microsoft^® Word (.doc)
  • Adobe^® PDF (.pdf)
• Download Ticket Inventory button - When the button is clicked, the search results are downloaded to a file on your computer. You must select a file type from the Download Type drop-down before clicking this button.

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