AT&T eMaintenance is an application, accessed using an Internet
browser, that allows authorized users to work with trouble tickets.
Depending upon how you are provisioned, you can perform the following
functions with AT&T eMaintenance:
View/edit user profile preferences before working with trouble tickets
Create, track, and close trouble tickets
View previously created trouble tickets and modify selected fields
Submit tests against selected circuits, and view the results
View alarm activity for specific circuits
Create/edit MCN groups
Generate reports to summarize ticket activity
View/edit circuit location information for specific circuits
View status event changes related to ticket, test, or maintenance activity
Electronically escalate trouble tickets
This Help page provides information on the following topics:
Testing and Trouble Ticketing in AT&T eMaintenance
Testing and trouble ticketing are the major functions performed in
AT&T eMaintenance.
Testing lets you see where on the circuit the
trouble is located:
On your premises/equipment
At the Access Provider level
On AT&T's portion of the circuit
If the trouble is located with the Access Provider or with AT&T,
perform the trouble ticketing process to
report the trouble to AT&T, where it will be resolved or forwarded
to the appropriate Access Provider point of contact.
AT&T eMaintenance lets you speed the resolution of your network troubles
by authorizing AT&T to conduct tests on your circuits. When you submit a
test request, the AT&T work center initiates the appropriate diagnostic
test(s) for the circuit and reports the results when the test has completed.
By isolating the location of the circuit trouble between customer, Access Provider,
or AT&T, the AT&T eMaintenance testing feature saves diagnosis time and
circuit downtime. For example, if a test reports back that the trouble is with
your equipment, you can set about repairing the problem immediately rather than
waiting for the trouble-ticketing process to tell you the same thing.
Note about DS3/SONET and IPL IR Circuits: You can, however, check
alarms for DS3 and SONET circuits, and International Private Line (IPL) circuits
whose service code starts with
"IR" (Accunet E34), for alarms. DS3 and SONET circuits start with
the following service codes: AG, BB, BD, BE, DN, IV, IW, IX,
or IZ. See Circuit Service Codes
for a list of circuit service codes and their descriptions.
If you are provisioned for Frame Relay Plus Only, you can
generate tests that contain "FRP Only" data. In this case,
you will not see data for all of your Frame Relay circuits.
If a circuit has tickets opened against it, you cannot
request a test on it.
Note about Changed Circuit IDs: If the circuit ID for
the circuit you want to test has changed, and its old circuit ID
has an open ticket against it, you will not be able to run a test
on this new circuit ID.
If the DS0 circuit you are requesting a test for has an active
alarm against it, you must clear the alarm before requesting a test
on this circuit. You may, however, request a test on a DS1 circuit
that is actively alarmed. See
Checking Alarms for more
information.
If a circuit already has a test scheduled against it,
you cannot request a test without cancelling that scheduled test.
If you have exceeded your monthly test quota, you cannot
request a test.
AT&T eMaintenance offers several types of tests. After you have determined that
your circuit is testable (see Requesting Tests
for more information), the Request Test screen
opens, providing a recommended test for DS0 circuits and a drop-down list containing
the available tests for this circuit.
Available tests are listed in the order that they should be run.
Some tests are considered "intrusive." If you run an intrusive test
on a DS0 or IBR
(i.e., fractional T1.5) circuit riding on a T1 line,
the T1 may be taken out of service for the duration of the test.
Intrusive test types include:
All-Legs Auto Test
Auto Test
Complete Auto Test
Exhaustive Auto Test
Quick Test
The benefit of an intrusive test is that it expedites ticket
resolution. When the testing is complete, the circuit is brought back up.
Before authorizing an intrusive test, determine if the circuit with the reported
trouble is still partially operational and if you need to continue using that
circuit. If the entire circuit is down, the intrusive test is recommended.
The following table provides an overview of each test. Click "Y"
in the DS0 or DS1 column for a more detailed description of that test.
Test Type
Description
Available for
Average
Time (minutes)
Intrusive
(Y/N)
DS0
DS1
DS0
DS1
All-Legs Auto Test
Designed to find problems that cause degraded performances on all segments of
a multipoint circuit.
Fully sectionalizes any DS1 circuit problem between an Access Provider (AP) and AT&T and between
AT&T offices. Same as Auto Test except that you can define the duration of the intrusive portion of the test.
For AT&T VPN, OPT-E-WAN, and AT&T Switched Ethernet Servicesm circuits, the following tests are available as noted:
Note: For OPT-E-WAN circuits only Port Interface and Network Connectivity Ping tests are available.
For AT&T Switched Ethernet Servicesm circuits only the Port Interface test is available.
Test Type
Description
Approximate Time
Intrusive
(Y/N)
Port Interface Test
Performs a show interface command on the AT&T MPLS Provider Edge (PE1) to determine the up or down status of the port and of the link protocol.
Less than 1 minute
N
Port Interface Test for AT&T Switched Ethernet Servicesm
Performs a show interface command on the AT&T Network Terminating Equipment (NTE)
to determine the up or down status of the port and verifies the port statistics for error conditions.
2 - 6 minutes based on user selection
N
Near End Connectivity Ping Test
Performs an IP ping test to a Near End/ Local Customer Edge location. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the Near End/ Local Customer Edge location.
Less than 1 minute
N
Network Connectivity Ping Test
Performs an IP ping test across the AT&T MPLS network. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the remote AT&T MPLS Provider Edge (PE2) of the selected far end circuit ID.
Less than 1 minute
N
Far End Connectivity Ping Test
Performs an IP ping test to a Far End/ Remote Customer Edge location. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the Far End/ Remote Customer Edge location.
The following tests can be run on DS0 circuits (Domestic Private
Line and Domestic Frame Relay services, 64 kbps or lower):
Port Monitor Test
The Port Monitor Test monitors the Frame Relay port
to validate clear transmit/receive of packets. Validates that
LMI protocol is active between customer router and AT&T.
Can only be performed on Frame Relay circuits or on AT&T VPN
circuits whose TOS is "FR." Cannot be scheduled in advance.
PVC Monitor Test
Monitors the Frame Relay PVC to validate clear transmit/receive of
packets. Validates that the PVC is clear across the AT&T network.
Can only be performed on Frame Relay circuits or on AT&T VPN
circuits whose TOS is "FR." Cannot be scheduled in advance.
Quick Test
The Quick Test is an intrusive test used to determine
if the problem resides inside or outside of the customer's premises,
as follows:
The Quick Test sends a loopup signal to the CPE DSU,
which puts the DSU in loopback mode.
It then sends a 5-second 2047 bit pattern to the DSU and
verifies correct response.
Next, a loopdown signal is sent to restore the DSU to normal function.
If the pattern responds properly, a "Test OK"
result is returned.
If the DSU does not respond, or responds with errors in the pattern,
the CSU is checked.
If the CSU and DSU both fail, the problem lies with either the CPE or the Access
Provider. To determine which, a DS0 Auto Test should be performed.
If the DSU fails but the CSU passes, the problem lies with the CPE.
The Quick Test typically takes two minutes to complete.
DS0 Auto Test
The DS0 Auto Test is an intrusive test that can isolate a problem between
the customer premises and the Access Provider or AT&T by testing both CPE and
the Access Provider OCU, as follows:
The DS0 Auto Test sends a loopup test to the CPE DSU, and
then sends 15-second bit patterns 2047, HEX40, HEX32, FF00, and 7E00.
These varied bit patterns test the equipment's response to invalid
bit patterns and verify that each bit in the various patterns is
correctly received and processed.
Once the loopup signal is sent to the CPE DSU and the bit patterns are sent
and checked, a loopdown signal is sent to restore the DSU.
If the DSU fails, the same testing strategy is used for the CSU.
If the CSU also fails, the same testing strategy is used for the
Access Provider's OCU.
The DS0 Auto Test is a subset of the DS0 Exhaustive Auto
Test. It typically takes five minutes to complete.
DS0 Exhaustive Auto Test
The DS0 Exhaustive Auto Test is used to check the
endpoints of a multipoint circuit (it is similar to the DS0
Auto Test, except that all measurements are conducted for
a longer time [5 minutes] and only FF00 and HEX40 patterns are
used for stress testing), as follows:
The Exhaustive Auto Test begins by sending a loopup signal to the CPE DSU.
The FF00 and HEX40 bit patterns are sent and checked, and a loopdown signal is
sent to restore the CPE DSU.
If the DSU fails, the same testing strategy is used for the CSU.
If the CSU also fails, the same testing strategy is used for the
Access Provider's OCU.
This testing is repeated for each leg of the circuit.
The DS0 Exhaustive Auto Test typically takes 20 minutes
to complete; however, circuit configuration may affect test length
(e.g., testing of complex circuits may take 30 minutes).
All-Legs Auto Test
The All-Legs Auto Test is an intrusive test designed
to find problems in a multipoint circuit involving a master station
and multiple remote segments, as follows:
The All-Legs Auto Test first conducts a 5-second CSU loopback
test to the master station using a 2047 bit pattern for continuity testing.
In the process, it checks each remote segment for streaming, permanent
loopbacks, and data errors.
If the master station passes, it then conducts individual 5-second loopback
tests sequentially to each remote segment, looking for both midlink problems and
individual segment problems.
Depending on the number of legs to be tested, the entire All-Legs Auto
Test typically lasts about 10 minutes.
The Complete Auto Test fully sectionalizes any DS1 circuit
problem between an Access Provider (AP) and AT&T and between
AT&T offices.
Like the DS1 Auto Test, the Complete Auto Test is
an intrusive test that can isolate a problem between the customer
premises and the AP or AT&T by testing both CPE and the Access
Provider OCU, as follows:
The Complete Auto Test starts by performing a
Quick Monitor Test.
Upon completion of the Quick Monitor Test:
If the Quick Monitor Test returns a "Test OK"
result, the Complete Auto Test stops and no intrusive testing is performed.
If the Quick Monitor Test determines that one of the
sections of the DS1 circuit is reporting excessive or accumulating
errors, it follows up with an intrusive test to that section using
All Zeros (B8ZS), 3 in 24, Quasi Random, 1 in 7,
and High Density tests to determine the integrity of that section
of the circuit and response to various bit patterns.
The Complete Auto Test should be run after a DS1 Auto Test.
You can select a range of minute intervals:
5-15 minutes
10-25 minutes
20-50 minutes
70-70 minutes
40-95 minutes
50-120 minutes
Note about Choosing a Complete Auto Test Duration: Since a
DS1 Auto Test takes approximately 16 minutes and is usually
run before running a Complete Auto Test, it is a good idea
to choose a test duration longer than 16 minutes for your Complete Auto Test.
The Complete Auto Test can be scheduled in advance.
Port Monitor Test
The Port Monitor Test:
Monitors the Frame Relay port to validate clear
transmit/receive of packets.
Validates that LMI protocol is active between
customer router and AT&T.
The Port Monitor Test can only be performed
on Frame Relay circuits or on AT&T VPN
circuits whose TOS is "FR."
The Port Monitor Test cannot be scheduled
in advance.
PVC Monitor Test
The PVC Monitor Test is a non-intrusive test that:
Monitors the Frame Relay PVC to validate clear transmit/receive of
packets.
Validates that the PVC is clear across the AT&T network.
The PVC Monitor Test can only be performed on
Frame Relay circuits or on AT&T VPN circuits
whose TOS is "FR."
The PVC Monitor Test cannot be scheduled in advance.
The ticket creation process is similar for each type of service ID, but each type
uses a different screen. The list of trouble types you can choose depends upon the
network service classification of the service ID being ticketed.
Note about Network Services: If the network service classification on the
service ID being ticketed is wrong or has changed but you are provisioned for the
correct network service, you can still create the ticket. If not, you will receive
a message stating that you are no longer provisioned for this network service.
Note about Service Assurance: Customers of AT&T Inbound services may
qualify for Service Assurance. Service
Assurance is a feature that allows you to tell AT&T to reroute your Inbound
voice service traffic to an alternate location whenever a service outage occurs.
When you create a ticket, you can activate Service Assurance if the network service
is one of the following:
Inbound Nodal
Inbound Switched
Shared Nodal
See the following procedures for step-by-step instruction on ticket creation:
After you create and submit a ticket, AT&T eMaintenance tracks the
status of the ticket as the trouble is investigated by AT&T. See
Ticket Status Descriptions for more information.
As the ticket is worked, pertinent information is added to the
Ticket Log.
You can view this information by reading the
Ticket Log section of the
View/Edit Ticket screen.
In general, the Ticket Log is a running, time-stamped
summary of the work done to clear the trouble reported on the
ticket---from the initial creation of the ticket to the closing
of the ticket by AT&T.
Information posted in the Ticket Log may include:
Automated and customer-requested test results
Comments added by the customer
Comments posted by Work Center personnel
Conclusion codes, the
diagnosis codes posted on a ticket as a result of testing run on the
affected circuit.
If PVCs were reported on this ticket but the
"View PVCs/EPVCs" hyperlink does not appear on
the View/Edit Ticket screen, there
was a problem retrieving PVC information after the ticket was submitted.
If this happens, the Current Log section in the Ticket Log
will contain the following message, listing the PVCIDs reported on the original
ticket:
The customer was trying to report the following PVCs/EPVCs in the ticket: PVCID PVCID PVCID PVCID PVCID
In Network Based IPVPN circuit tickets, the Ticket
Log may contain the following information (depending upon how
the company/user is provisioned):
The Event Message Log
The number of calls and messages, tracked for the life of the ticket, namely:
Inbound Call/Message Count
Outbound Call/Message Count
If the ticket's trouble has been resolved or investigated as far as AT&T can
research it, the ticket will be moved to the Open/Cleared state. At
this point, AT&T eMaintenance provides a hyperlink on the
View/Edit Ticket screen for any ticket with
the status of Open/Cleared. By clicking this hyperlink, you can close
or contest the ticket. See Ticket Status Descriptions
for more information.
In AT&T eMaintenance, tickets are labeled according to their current
Status/Detail. The following is a list of all currently used
Ticket Status/Detail labels:
Open - When a ticket has been created and routed to the
appropriate work center, but has not yet been closed, it is considered open.
There are a number of open statuses within AT&T eMaintenance; each relates
to a different stage of the trouble resolution process:
Open/Active - When you create a trouble ticket, it is
initially listed as Open/Active. This indicates that the ticket has been
created successfully and has been placed on the appropriate Customer Care Center
technician work list.
Open/Cleared - The ticket has been cleared by
AT&T. The term cleared can mean either that the ticket was resolved or
that no trouble was detected within the AT&T network or in the access
portion of the circuit.
If you disagree with an Open/Cleared ticket's resolution and do not
want it closed, you can contest the ticket.
On several screens (i.e., the
Auto-Status Notification screen,
Ticket Inventory screen,
or any of the Show Open Tickets
or Related Tickets/History screens),
this status is a hyperlink that allows you to verify whether the ticket
status has changed to AT&T Closed, Open/Customer Requested Close,
or Open/Customer Contested since you opened the screen.
If the status has not changed, AT&T eMaintenance gives you
the options of requesting closure or contesting the ticket.
If you do not close or contest the ticket, AT&T automatically closes it 24
hours after the ticket status changes to Open/Cleared.
Open/Customer Contested - This status indicates
that you don't want the ticket closed because you disagree with the resolution.
When contesting ticket closure, you need to specify the reason for contesting
the ticket.
Open/Customer Requested Close - This status
indicates that you have requested that the ticket be closed, either as a
response to an Open/Cleared state set by AT&T, or because this
trouble was resolved internally. The ticket is then processed by AT&T
and changed to the final state of AT&T Closed.
AT&T Closed - The ticket has been closed by AT&T.
This closure only occurs after the trouble has been corrected and you have agreed
with the resolution of the trouble and indicated that AT&T can close the ticket.
Note about "Test Assist" Ticket Type:Test Assist is no
longer a selectable ticket type option during ticket creation.
However, older existing tickets appearing in reports may have this
classification.
Ticket Event times are shown in Central Standard Time (CST).
System-generated times are always CST. Keep this in
mind if you adjust your clocks to Daylight Savings Time.
Note about CST: To see the current time in CST, you can open the
CST Display by clicking the CST
icon found on the following screens:
In fields where you are asked to enter a date, type in the date in the
MM/DD/YYYY format, using a forward slash (/) as a separator.
Note: Leading zeros for month and day are not necessary.
In fields where you are asked to enter a time, type in the time in HH:MM
military (24-hour) format, using a colon (:) as a separator. For example, 6 PM
would be entered as 18:00.
Create New Login Session: A login session can last a maximum
of 5 to 48 hours, depending on how you are provisioned. After that, you
must log in again, using the procedure outline in
Logging Into AT&T eMaintenance.
Note about Session Length: You can have your
Company Administrator change the length of your login
session (with the "Session Length"
drop-down box on the
AT&T eMaintenance
Company Administrator/User Profile
screen in AT&T BusinessDirect).
Search for Cleared Tickets: Once a day, you should
search for tickets in the Open/Cleared state and either close
them or contest them.
