Data Fields

NOTE: Field order may vary on the screen based on how you are provisioned.

The following fields are pre-populated on the screen and are read-only.

If you have update privileges for the Org Group associated with the ticket in your profile, you can update the following Reporter fields. Otherwise they are read-only.

The following fields are pre-populated on the screen and are read-only.

Except where indicated, the following fields are pre-populated on the screen and are read-only.

The following fields appear only when the MIS/PNT service is selected. If your user profile has update permissions, you can modify the Intrusive Testing Authorized, Dispatch Authorized, Local Site Contact Name, and Phone Number fields. Otherwise they are read-only.

The following fields appear only when there is a value to display and are read-only.

If your account is provisioned for ticket update privileges, you can change the Severity and Severity Classification fields. (The Severity Classification field appears only if your user profile is provisioned for it.) The rest of the following fields are pre-populated on the screen and are read-only.

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View Notes

Notes are sorted in reverse chronological order, regardless of their source.

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Add Ticket Notes Button

The Add Ticket Notes button opens the Add Ticket Notes screen.

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Accept Resolution/Close Ticket Button

The Accept Resolution/Close Ticket button is available only when the ticket status is RTC. When the button is clicked, the application passes the following ticket status to the back-end ticketing system:

• STATE = CLOSED

If any errors occur (such as communication failure, server failure or database failure), the application displays the following error message:
Please try again at a later time. If the problem still exists, please call 1-800-221-0000.

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Reject Resolution Button

The Reject Resolution button is available only when the ticket status is RTC. When the button is clicked, the application provides a Note text field. After entering the note and clicking the Reject Resolution button, the application passes the following ticket status to the backend ticketing system:

• STATE = ACTIVE

If any errors occur (such as communication failure, server failure or database failure), the application displays the following error message:
Please try again at a later time. If the problem still exists, please call 1-800-221-0000.

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Initiate Close Comments Button

The Initiate Close Comments button is available when the ticket status is in any state except CANCEL and CLOSED. When the button is clicked, the application provides a Note text field. The Note text field also indicates that the request to initiate close the ticket will be reviewed by the administrator and it cannot be closed if there is/are any associated child tickets.

After entering the note and clicking the Initiate Close Comments button in the text field:

• The application adds the pre-defined text below at the top of the customer's note:
  Important: The customer requested to close this ticket. Please review if there is any associated ticket. If not, close the ticket.
  
  Entered by customer: <UID>" <the first entered note> ... <the last entered note>
• If any errors occur (such as communication failure, server failure or database failure), the application displays the following error message:
  Please try again at a later time. If the problem still exists, please call 1-800-221-0000.

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Escalate Ticket Button

The Escalate Ticket button is available when the ticket status is in the QUEUED, ACTIVE, DEFERRED, or CLEARED state. When the button is clicked, the application provides a Request Ticket Escalation field. You should request escalation for a ticket only if you are not satisfied with the progress on the ticket.

Note: Not all services allow escalation. The button will not display for services that do not allow escalation. For each service that does allow escalation, there is a time window during which only one escalation request can be made for a ticket. If an escalation was recently requested for the ticket and the time window has not yet expired, then a message displays the escalation interval for the service type and how many minutes must elapse before the ticket can be escalated again.

After you enter a description of the reason for the escalation in the text field provided, and select the Submit Escalation button, the escalation request is added to the ticket.

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Save Changes Button

The Save Changes button saves the ticket with your changes and updates the ticket’s Next Check Time for AT&T work centers. This button is available when the ticket status is in any state except CANCEL and CLOSED. If any errors occur (such as communication failure, server failure or database failure), the application displays the following error message:
Please try again at a later time. If the problem still exists, please call 1-800-221-0000.

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Refresh Ticket Button

The Refresh Ticket button refreshes your view of the ticket without saving changes or updating the Next Check Time.

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Print Ticket Button

When you press the Print Ticket button on the View Ticket screen, the ticket is printed in its current view. If the ticket is displayed in Merged Ticket Notes format, the merged log is printed. If the ticket is displayed in Ticket Notes format, the internal log is printed.

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View Notes Rules

When the Save Changes, Initiate Close Comments, Accept Resolution/Close Ticket or Reject Resolution function is performed, the following rules for the View Notes field are applied:

• The user is able to enter a note more than once.
• The previously entered note will be populated in the Add Note field.
• The maximum number of characters is 32,000 for all entered notes combined. (Exception: The system generated pre-defined text for Initiate Close Comments will be excluded).
• All notes will be concatenated and submitted altogether when Save Changes, Initiate Close Comments, Accept Resolution/Close Ticket or Reject Resolution function is performed.
• All notes are displayed in reverse chronological order, regardless of whether they come from the internal or external log, or whether they are system-generated.

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