Different types of fields are included on each screen,
depending on the action being performed and the status of the trouble ticket.
Note for Read-Only Users: If you are a Read-Only user,
certain screens and links/buttons on screens may have different
names or may not be available.
You may find the following types of fields on a screen (see the
descriptions for each screen for specific information about a
specific field):
Bold-Type Field Names - indicate fields that you must
populate (or leave populated) for AT&T eMaintenance to consider
the screen complete. Some of these fields are populated with default
data. Required fields that are not populated with default data must
be filled in before you can proceed. Otherwise, you receive an error
message when you attempt to submit the information.
Checkboxes - allow you to select information (such as
status). A checkmark inside the box indicates that it has been selected.
Checkboxes are used in situations where you can select multiple choices.
To select a choice, click the box with the left mouse button. A checkmark
appears. To deselect a choice, click a box that already contains a checkmark
with the left mouse button. The checkmark disappears.
Command Buttons - perform the command indicated. For
example, "Cancel" usually allows you to exit a screen
without making changes, while "Submit" allows you to
make changes and exit.
Drop-Down List - a box displaying one item and an arrow
that opens a list of items from which to select one. To make a selection
from a drop-down list, click the arrow to the right of the box with the
left mouse button. A list drops down from the box. Click the item you want
to enter with the left mouse button. The drop-down list closes, and the
field is populated with the item you selected.
Radio Buttons - allow you to select information (such
as a circuit or ticket) or select a choice (such as Yes/No). A black dot
in the button indicates the choice selected. To select your choice, click
the button with the left mouse button. A black dot appears in the button
(creating a bull's-eye effect). The previous choice becomes deselected
(that is, the dot disappears). You can make only one selection within a
group of radio buttons.
Read-Only Text - is text on the screen that you cannot
change. Read-only text includes headings and field names. Some screens
may have read-only areas of data combined with editable areas of data.
Regular-Font Field Names - indicate fields that you are
not required to fill and/or change to proceed. These could be optional
fields, or fields already populated with default data.
Scroll-Down List - a box containing multiple items with
a scroll bar on the righthand side. If there are more items than can fit
in the box, click the arrows on the scroll bar to view the rest of the
list. A scroll-down list lets you select one or more items. To select
multiple items, hold down your keyboard's "Ctrl" key,
then click the items you want.
Task Navigation Buttons - buttons located on the
bottom of a screen that let you perform the selected
AT&T eMaintenance task. Some task navigation buttons require you to
choose a service ID on which to perform the selected action.
With most task navigation buttons (except "Refresh,"
"Edit Search Criteria," or "Close"),
after clicking the desired button, a pop-up window opens with the screen
corresponding to the task you want to perform.
Text Box - a box into which you type data. A text box can be
as small as one character or large enough to type in several sentences. To
enter data in a text box, click the box with the left (or primary) mouse button,
then use the keyboard to type in your text. For large text boxes, you may need
to click the up or down arrow to the right of the box to review all the text that
you entered.
Read-Only Navigation Bar
The Read-Only Navigation Bar is located at the top of the
AT&T eMaintenance Read-Only Home Page
(and every subsequent AT&T eMaintenance
screen not in a pop-up window) and has two distinct sets of hyperlinks:
To the upper right of the Read-Only Navigation Bar are the
following hyperlinks:
AT&T BusinessDirect - brings you back to the
AT&T BusinessDirect Home Page.
General Help - links you to the AT&T eMaintenance
Help Index.
Application Tutorial - links you to an interactive tutorial
where you get a hands-on introduction to AT&T eMaintenance. The
tutorial is great as an introduction for a new user, and an experienced
user can go to it for updates on the new features in releases.
Show/Hide Quick Help - opens or closes all Quick Help on a screen. Not all AT&T eMaintenance screens contain Quick Help
Close - logs you out of AT&T eMaintenance.
The Read-Only Navigation Bar contains the following hyperlinks to common AT&T eMaintenance Read-Only functional screens, running from left to right (where you can perform only the functions described here):
Home: brings you back to the AT&T eMaintenance Home Page.
Ticket Status: opens the Work With Tickets screen. From here, you can check the status of your trouble tickets.
View Inventory: lets you select from Circuits, Phone Numbers, or Local Services to view the appropriate inventory (depending on how you are provisioned).
Scheduled Tests: opens the Scheduled Tests screen. From here, you can view the tests that are scheduled on your
circuits.
Manage Subdivision: opens the Work With Subdivisions screen. From here, you can change from your existing masquerading subdivision
to a different subdivision.
Note: This link appears only for masquerading users.
Auto-Status: opens the Auto-Status Notification screen. From here, you can get the status of your trouble tickets and circuit tests, and view
maintenance events.
Reports: opens the
View Reports screen. From here, you
can view summaries that show statistics about your trouble tickets.
Scheduled Maintenance: opens the
Scheduled Maintenance Search screen, if your user profile is provisioned for the
Scheduled Maintenance feature. If you are not provisioned for Scheduled Maintenance, an explanatory message is displayed.
Save to Desktop: opens the Desktop Saved Tickets screen. A table will display any tickets you have saved to your desktop with the intention of completing and submitting later. Save to Desktop is available for all Local services: Local Services only, Local PRIME, and Local Private Line.
User Profile: opens the View/Edit User Profile screen. From here, you can view your User Profile and edit your user preferences.
Read-Only Task Hyperlinks
The Read-Only Task Hyperlinks, located under the Quick Task tiles on the AT&T eMaintenance Read-Only Home Page, are links to the AT&T eMaintenance screens for the major application functions to which Read-Only users have access (which open the same screens as the task hyperlinks on the Read-Only Navigation Bar):
Circuits
Phone Numbers
Local Services
Reports
Auto-Status Notification
Test Results
Ticket Status and Inventory
Scheduled Tests
Manage Subdivisions
User Profile
Ticket Status Area
The Ticket Status area is located on the righthand side of the
AT&T eMaintenance Read-Only Home Page.
It consists of the Check Ticket Status and Ticket Status Summary
functional sections.
The Ticket Status functional sections are laid out as follows:
Note: If you access the Ticket
Inventory screen and then try to refine your search by
clicking "Edit Search Criteria," the
Work With Tickets screen does
not open in this case. Instead, you are returned to the
Home Page instead.
Click "Refresh" to refresh the information in the table.
The AT&T eMaintenance Home Page opens when you successfully log into AT&T eMaintenance. This page consists of several sections: Navigation Bar,
Quick Navigation, and Ticket Status.
Navigation Bar
The Navigation Bar is located at the top of the AT&T eMaintenance Home Page and every subsequent AT&T eMaintenance screen not in a pop-up window) and has two distinct sets of hyperlinks:
To the upper right of the Navigation Bar are the following hyperlinks:
Report and Track Managed Service Troubles Home: opens the Managed Service Trouble Reporting Home page in a new browser window. (This option appears only if you have access to Managed Services.)
AT&T BusinessDirect - brings you back to the AT&T BusinessDirect Home Page.
General Help - links you to the AT&T eMaintenance Help Index.
Application Tutorial - links you to an interactive tutorial where you get a hands-on introduction to AT&T eMaintenance. The tutorial is great as an introduction for a new user, and an experienced
user can go to it for updates on the new features in releases.
Show/Hide Quick Help - opens or closes all Quick Help on a screen. Not all AT&T eMaintenance screens contain Quick Help
Close - logs you out of AT&T eMaintenance.
The Navigation Bar contains the following hyperlinks to common AT&T eMaintenance functional screens (where you can perform the functions described in the individual screen description), running from left to right:
Home: brings you back to the AT&T eMaintenance Home Page.
Scheduled Maintenance: opens the Scheduled Maintenance Search screen, if your user profile is provisioned for the Scheduled Maintenance feature. If you are not provisioned for Scheduled Maintenance, an explanatory message is displayed.
Save to Desktop: opens the Desktop Saved Tickets screen. A table will display any tickets you have saved to your desktop with the intention of completing and submitting later. Save to Desktop is available for all Local services: Local Services only, Local PRIME, and Local Private Line.
Note for Read-Only Users: Some links on the Read-Only Navigation Bar are different than those described here, since Read-Only users cannot perform all of the functions that Regular users can (see Read-Only Navigation Bar for details).
Quick Navigation Area
Note for Read-Only Users: If you are a Read-Only user, you are not provisioned for the Run/Schedule a Test, Check Alarm, or Report a Trouble capabilities. Instead, you will see Read-Only hyperlinks in this section. See the description of the AT&T eMaintenance Read-Only Home Page for more information.
The Quick Navigation functional sections are laid out as follows:
Ticket Status and Summary
The Ticket Status area consists of the Check Ticket Status and Ticket Status Summary functional sections.
The Ticket Status functional sections are laid out as follows:
Note: If you access the Ticket Inventory screen and then try to refine your search by clicking "Edit Search Criteria," the Work With Tickets screen does not open in this case. Instead, you are returned to the Home Page.
Click the "Refresh" icon to refresh the information in the table.
Tabs at the top of this section that let you select Run/Schedule a Test or Check Alarm.
Depending on how you are provisioned, each tab contains radio buttons and text boxes for submitting your query information, such as:
Circuit ID - enter the circuit ID for the circuit to be tested.
Circuit Alias - enter the circuit alias for the circuit to be tested.
DLCI - enter the DLCI pertaining to the circuit to be tested. If DLCI is selected, enter the MCN for the DLCI. This field is optional.
Local Phone Number - displays for users provisioned with Local Services only. Enter the 10 digit telephone number. If present, select a state from the drop-down.
A "Submit" button for submitting your test or alarm criteria.
The following radio buttons and text entry fields, depending on how you are provisioned:
Circuit ID
Local Circuit ID
Local Service ID Type - if selected you must choose from the drop-down menu and for all but 2/6 Code enter a full or partial circuit ID in the Local Service ID text box.
Circuit/TFN Alias
Phone Number
DLCI
Note:
If you are provisioned with Local services only, or Local services with Local PRIME and/or Local Private Line, and you enter a valid POTS telephone number in the text box for the "Phone Number" radio button, your results will display in the Local Services Inventory screen.
If provisioned with Local services only, selecting Local Service ID Type may open the Work with Local Services search page, depending on how you are provisioned.
If provisioned with Local services only, selecting Phone Number may open a series of pop-ups requiring you select a state and provide an address, depending on how you are provisioned.
A "Submit" button for submitting your trouble criteria.
Communication Area
The Communication area consists of the Message of the Day and the Try This Feature sections.
The Quick Navigation Search Results screen
opens when the criteria you submitted from the Run/Schedule
a Test or Check Alarm or Report a Trouble feature on the
AT&T eMaintenance Home Page
has multiple matches---more than one but less than 201.
If there are more than 201 items that matched your search criteria, the
Too Many Entries screen opens in a separate
pop-up window.
The Quick Navigation Search Results screen
contains a table with the following columns of information:
Select - radio buttons for selecting a service ID on which to perform
tasks. The radio button in this field is used to select the service ID on
which to report a trouble or circuit ID on which to request a test.
Service ID - the circuit ID or Phone Number.
Note about Local Service IDs: At present, you cannot
Report a Trouble for a Local service ID from the
Home Page.
DLCI - the Data Link Connection Identifier for a
Frame Relay circuit.
MCN - the Master Customer Number for this
circuit ID or long-distance Phone Number.
The Quick Navigation Search Results
screen contains the following command buttons:
Click "Continue" to go to the next step in
the action (run test or report trouble) you are performing.
Click "Cancel" to close this window
without taking further action.
The Check Ticket Status Search Results
screen opens when the criteria you submitted from the
Check Ticket Status feature on the
AT&T eMaintenance Home Page
has multiple matches---more than one but less than 201.
If there are more than 201 items that matched your search criteria, the
Too Many Entries screen opens in a separate
pop-up window.
The Check Ticket Status Search Results screen
contains a table with the following columns of information:
Select - radio buttons for selecting the ticket number for
which to check the status.
Ticket # - the ticket number assigned by AT&T eMaintenance
for a reported trouble.
Service ID - the circuit ID, Phone Number,
or
Local service ID this ticket pertains to.
The Check Ticket Status Search Results
screen contains the following command buttons:
Click "Continue" to go to the next step in
checking ticket status.
Click "Cancel" to close this window without
taking further action.
Note: When you open the CST Display
and leave it open for any length of time, remember that the time display does
not update itself. You must click "Refresh" to get the
current time.
The CST Display contains the following
command buttons:
Click "Close" to close this screen.
Click "Refresh" to refresh the time on this screen.
Free-form format (International FR and International ATM circuits). Free-format circuits can range from 1 to 25 characters and can contain nearly any printable character. If you select this search method, you must either begin the string with the wildcard % or select International FR or International ATM in the Network Services section.
Note about IP Toll Free Troubles: To report an IP Toll Free trouble,
use the Work With Phone Numbers screen to report
the trouble on the Toll Free number, not the circuit ID. A notice to this effect is displayed at the top of the Work With Circuits
screen.
The Work With Circuits screen is divided into
multiple sections depending on how you are provisioned.
Network Services
Wild Card Search
Selective Search
Query Specific Circuit
Note about Saved Searches: If you performed a circuit search in a
previous session, AT&T eMaintenance saved and now displays your last
search criteria on the Work With Circuits
screen.
Click "Clear" to clear all
information on the screen.
If you enter new values on the screen, click "Reset
Form" to restore original values to fields and radio buttons.
The Network Services area contains checkboxes for selecting the Network Service(s) to search for circuits against (services that you are not provisioned for are grayed out). Examples of possible Network Service(s) include:
AT&T VPN
Domestic ATM
Domestic Frame Relay
Domestic INCS
Domestic OPT-E-WAN
Domestic Private Line - Nodal
Frame Relay Plus Only
International ATM
International Frame Relay
International Private Line
International OPT-E-WAN
AT&T Switched Ethernet Service℠
Note about Network Services: Except for International ATM and International Frame Relay circuits, it is not necessary to select a Network Service in a numeric circuit search.
Wild Card Search - Wild Card Search lets you narrow the search for
circuits by entering partial circuit information and a wildcard character.
Note about Selective Search: If you are provisioned for
Selective Search, Wild Card Search does not appear
on your screen.
Wild Card Search includes radio buttons to search on circuit ID,
circuit alias, ACNA/BAN, MCN, DLCI, or subnet name (depending on how you are provisioned):
If you are searching for a specific circuit ID or set of circuit
IDs using a wildcard in the search string, it is important that you select the
appropriate network service(s). Then you can enter an entire circuit ID in the
text box, or enter part of a circuit ID. To search more efficiently, enter the
circuit ID serial number. For example, "090909" is the serial
number for circuit ID "AREC090909 ATI."
However, if you select International Frame Relay or International ATM network service, AT&T eMaintenance searches for
free-format circuits. If you select
INCS, then AT&T eMaintenance searches for both free-format and CLCI format
circuits.
Searching by circuit alias lets you enter up to 20 characters, including
letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-),
underscores(_), and dots (.); and the percent sign (%) as the wildcard character.
This search method is available only if you are provisioned with the circuit
aliasing feature (in other words, the "Circuit Alias" radio
button does not appear if you are not provisioned for this privilege).
Searching by MCN lets you enter numbers and the percent sign (%) as a
wildcard character.
This search method is available only if you are provisioned with
more than one MCN (in other words, the "MCN" radio
button does not appear if you are provisioned with only one MCN).
The MCN field does not apply to searches for AT&T Switched Ethernet Service℠ network service.
If the MCN field is populated in a search, AT&T Switched Ethernet Service℠ circuits will not be returned in the search results in the
Circuit Inventory screen.
The "DLCI" radio button displays only if you
are provisioned for Domestic Frame Relay, International Frame Relay, Frame
Relay Plus, or AT&T VPN network services. It applies only to searches that include these services.
If the DLCI field is populated in a search, AT&T Switched Ethernet Service℠
and OPT-E-WAN (Domestic and International), circuits will not be
returned in the search results in the Circuit Inventory screen.
The "ACNA/BAN" radio button displays only if you
are provisioned for the AT&T Switched Ethernet Service℠ network service.
The ACNA and BAN values must be separated by a forward slash (/) character.
The "Subnet Name" radio button appears only
if you have subdivisions provisioned for multiple subnets.
The following command buttons are available, based upon how you have been provisioned:
Click "Search" to initiate a search for the string
entered in the text box.
Click "Clear" to clear all information on the form.
Click "Download Results" to download the circuit
inventory for the search string to a file you have designated on your computer.
See Downloading Circuit Inventory Results
for more information.
Note about Download Quotas: If you click
"Download Results" when you
have exceeded your quota, a Download
Quota Exceeded message appears telling you so.
Click "OK" to close this message.
Note: This is the most inefficient and time-consuming method of searching for a circuit.
An Efficient Search Advisory message opens in a separate pop-up window, warning you that this method lengthens the time the system spends searching for circuits.
Click "OK" to continue with Display All Circuits or click "Cancel" if you wish to change
your search method.
You can disable this warning message by editing the preferences in your User Profile. See the View/Edit User Profile Screen for more information.
Click "Download All Circuits" to download your full circuit inventory into a file you have specified on your computer. See Downloading Circuit Inventory Results for the step-by-step procedure.
Note: If you click "Download All Circuits"
when you have exceeded your quota, a Download
Quota Exceeded message appears telling you so. Click
"OK" to close this window.
The Query Specific Circuit section allows you to conduct
a query for a specific circuit. This method can be used if your initial
search returns no circuits.
Note for Read-Only Users: The Query Specific Circuit
feature is not available to Read-Only users.
Note for AT&T Switched Ethernet Service℠ circuits: The Query Specific Circuit
feature is not available for AT&T Switched Ethernet Service℠ circuits.
The Query Specific Circuit section contains the following button:
Note: If there were no circuits that matched your search criteria, the
Circuit Inventory screen displays a message that
tells you so.
Near the top of the Circuit Inventory screen, a small table displays your search criteria. Click the "Edit Search Criteria" hyperlink to return to the Work with Circuits screen to refine your search. In addition, this table may contain a hyperlink to the Current MCN Group, Current ACNA/BAN Group, or Current MCNs and ACNA/BAN Group screen. If you are a masquerading user, your active subdivision name appears here.
Note about Circuit Searches by MCN or ACNA/BAN:
If you searched on MCN or ACNA/BAN but did
not find the circuit you were searching for, check that its assigned MCN
or ACNA/BAN is still in your group and subdivision list as follows:
Click the "Current MCN Group,"
"Current ACNA/BAN Group," or
"Current MCN and ACNA/BAN Group" hyperlink.
In the resulting screen,
check for the desired MCN or ACNA/BAN.
If it is not listed, click "Administer MCNs,"
"Administer ACNA/BANs," or "Administer MCNs & ACNA/BANs."
In the resulting screen, check the "Provisioned MCNs"
or "Provisioned ACNA/BANs" list for your MCN
or ACNA/BAN.
If the desired MCN or ACNA/BAN
is present, select it and click "Add to
List" to add it to your current MCN or ACNA/BAN group.
If the desired MCN or ACNA/BAN
is not there, you are no longer provisioned for it. You may
wish to check with your Company Administrator or AT&T Account Executive.
The Circuit Inventory screen contains a large table with your actual circuit inventory. On the top of this table is a line indicating the total number of circuits found, the numbers of those currently being displayed, and the "next" and "back" controls. The Circuit Inventory table columns display based on how you are provisioned. Examples of possible display columns include:
Select Circuit - radio buttons for selecting a circuit on which to perform tasks.
Network Service - the AT&T service that is associated with this circuit.
Circuit ID - the Common Language Circuit Identifier (CLCI) for the circuit concerned. The CLCI is a unique identifier for the circuit. Circuit IDs are displayed without the segment name. Circuit ID may be in serial or telePhone Number format.
DLCI - the Data Link Connection Identifier. DLCI appears only for Domestic Frame Relay, Frame Relay Plus, International Frame Relay, or AT&T VPN circuits.
Circuit Alias - the unique label created to identify a particular circuit. This column appears only if you are provisioned for circuit aliasing.
Open Tickets - the number of open tickets against this circuit.
The Circuit Inventory screen contains different AT&T eMaintenance task and navigation buttons command buttons, depending on how you are provisioned, including:
Click "Download Results" to download this circuit inventory to a file you have designated on your computer. See Downloading Circuit Inventory Results for the step-by-step procedure.
Note about Download Quotas: If you click "Download Results" when you have exceeded your quota, a Download Quota Exceeded message appears telling you so. Click "OK" to close this message.
Click "Query Specific Circuit" to search for a specific circuit.
Note: This button appears only if your search returned the message "No records found matching the search criteria." This button does not appear for Read-Only users.
Click "Create Ticket" to create a ticket for the selected circuit.
Click "Show Related Tickets/History" to show tickets related to the selected circuit.
The Related Tickets/History for Service ID screen opens. This screen displays the open and closed tickets for the selected circuit. The task navigation buttons in the secondary task button frame at the bottom of the page change to those appropriate for working with tickets.
Click "Check Alarms" to check alarm activity for the selected circuit.
Note: If you click this button but have selected an untestable circuit, an appropriate message appears in a pop-up window telling you so. See Rules for Testing for the restrictions pertaining to circuit testing.
Click "View/Edit Circuit Details" to view or edit CKL information for the selected circuit.
The Query Specific Circuit screen provides
the most efficient method of searching for a circuit. From this screen, you
can find a matching circuit ID in serial
or telephone format that is included in
your provisioned set of MCNs and provisioned Service Classification.
The Query Specific Circuit screen
is divided into two sections:
Tabular Format (first radio button) - text boxes for
entering a string of 19 characters or less, without spaces, representing a
serial format circuit composed of the
following elements:
Prefix - text box for entering 0-2 alphanumeric characters,
padded with blank spaces if necessary to form a two-character field. This field is
usually composed of two blank spaces. This is an optional field.
Service Code & Modifiers - text box for entering 4 letters.
This field must be composed of four alphabetic characters. This is a required field.
6 Digit Serial Number - text box for entering 1-6 numbers,
padded with leading blanks if necessary to form a six-character field. As you enter
the characters, the system right-justifies the number with leading blank spaces.
This is a required field.
Suffix - text box for entering 3 characters,
either 3 numbers or 3 blank spaces. This is an optional field.
Company Assigning Circuit Identifier - text box for entering
0-4 letters, padded with trailing blanks if necessary to form
a four-character field. This field typically contains the value "ATI"
as the first three characters and the fourth character as a blank space. As you
enter the letters, the system left-justifies the code. If you don't enter a
company code here, AT&T eMaintenance automatically adds the letters
"ATI" and a blank space. This is a required field.
Free-Form Format (second radio button) - text box for entering
a 19-character string, including blank spaces.
Tabular Format (first radio button) - text boxes for entering
a string of 21 characters or less, without spaces, representing a
phone format circuit composed of the
following elements:
Prefix - text box for entering 0-2 alphanumeric characters,
padded with blank spaces if necessary to form a two-character field. This
field is usually composed of two blank spaces. This is an optional field.
Service Code & Modifiers - text box for entering
2-4 letters. This field must contain four alphabetic characters.
This is a required field.
10-digit TelePhone Number - text box for entering exactly
ten digits: the three-digit Area Code, the three-digit Central Office Code,
and the four-digit Line Number Code. This field must contain 10 numbers.
This is a required field.
Extension Number or Trunk Code - text box for entering
0-5 alphanumeric characters, padded with trailing blanks if necessary
to form a five-character field. If there are fewer than five characters,
the data is left-justified and padded with trailing blanks. This is an
optional field.
Free-Form Format (second radio button) - text box for
entering a 21-character string, including spaces.
The Query Specific Circuit
screen contains the following command buttons:
Click "Search" to initiate the
search for the search string.
Note: You can create or edit an MCID group only if you are provisioned with the Ability to Group MCIDs.
The Creating/Editing an MCID Group screen contains the following fields of information:
MCID Group - a scroll-down list containing the group of MCIDs, sorted in ascending order, currently available to you for the session.
Provisioned MCID List - a scroll-down list containing the complete list of MCIDs, sorted in ascending order, provisioned for your login.
Total count of grouped MCIDs - the total number of MCIDs listed in the MCID Group column. This total changes dynamically as you add or delete MCIDs from the group.
The Creating/Editing an MCID Group screen contains the following command buttons:
Click "Save MCID Group" to save the MCIDs selected for the current session.
An MCID group selection confirmation message appears in the same pop-up window, telling you that your change(s) have been saved. Click "OK" to close this window, then reload any open inventory screens and restart Auto-Status Notification if it is running.
Note: You can create or edit an MCN group only if you are
provisioned with the
Ability to Group MCNs.
The Creating/Editing an MCN Group
screen contains the following fields of information:
MCN Group - a scroll-down list containing the group
of MCNs, sorted in ascending order, currently available to you for
the session. Included in the MCN group may be MCNs subnetworked by
CID or GRC/SOC, or by CLS. See
Subnetworking for
information on creating subnetworks.
Provisioned MCN List - a scroll-down list containing
the complete list of MCNs, sorted in ascending order, provisioned for
your login.
Total count of grouped MCNs - the total number of MCNs
listed in the MCN Group column. This total changes dynamically
as you add or delete MCNs from the group.
The Creating/Editing an MCN Group screen
contains the following command buttons:
Click "Save MCN Group" to save the MCNs
selected for the current session.
An MCN group selection confirmation message appears in the same pop-up
window, telling you that your change(s) have been saved. Click
"OK" to close this window, then reload any open
inventory screens and restart Auto-Status
Notification if it is running.
Click "Subnet Details" to view information
about a selected subnetworked MCN. This button does not appear if your
MCN group is subnetworked by CLS.
Note: You can create or edit an ACNA/BAN group only if you are
provisioned with the
Ability to Group ACNA/BANs.
The Creating/Editing an ACNA/BAN Group
screen contains the following fields of information:
ACNA/BAN Group - a scroll-down list containing the group
of ACNA/BANs, sorted in ascending order, currently available to you for
the session.
Provisioned ACNA/BAN List - a scroll-down list containing
the complete list of ACNA/BANs, sorted in ascending order, provisioned for
your login.
Total count of grouped ACNA/BANs - the total number of ACNA/BANs
listed in the ACNA/BAN Group column. This total changes dynamically
as you add or delete ACNA/BANs from the group.
The Creating/Editing an ACNA/BAN Group screen
contains the following command button:
Click "Save ACNA/BAN Group" to save the ACNA/BANs
selected for the current session.
A confirmation message appears in the same pop-up
window, telling you that your change(s) have been saved. Click
"OK" to close this window, then reload any open
inventory screens and restart Auto-Status
Notification if it is running.
The Creating/Editing an MCN & ACNA/BAN Group
screen contains the following fields of information:
MCN Group - a scroll-down list containing the group
of MCNs, sorted in ascending order, currently available to you for
the session. Included in the MCN group may be MCNs subnetworked by
CID or GRC/SOC, or by CLS. See
Subnetworking for
information on creating subnetworks.
Provisioned MCN List - a scroll-down list containing
the complete list of MCNs, sorted in ascending order, provisioned for
your login.
Total count of grouped MCNs - the total number of MCNs
listed in the MCN Group column. This total changes dynamically
as you add or delete MCNs from the group.
ACNA/BAN Group - a scroll-down list containing the group
of ACNA/BANs, sorted in ascending order, currently available to you for
the session.
Provisioned ACNA/BAN List - a scroll-down list containing
the complete list of ACNA/BANs, sorted in ascending order, provisioned for
your login.
Total count of grouped ACNA/BANs - the total number of ACNA/BANs
listed in the ACNA/BAN Group column. This total changes dynamically
as you add or delete ACNA/BANs from the group.
The Creating/Editing an MCN Group screen
contains the following command buttons:
Click "Save MCN & ACNA/BAN Group" to save the MCNs and/or ACNA/BANs
selected for the current session.
A confirmation message appears in the same pop-up
window, telling you that your change(s) have been saved. Click
"OK" to close this window, then reload any open
inventory screens and restart Auto-Status
Notification if it is running.
Click "Subnet Details" to view information
about a selected subnetworked MCN. This button does not appear if your
MCN group is subnetworked by CLS.
The Provisioned MCNs & ACNA/BANs screen lets you see the
MCNs and ACNA/BANs for which you are currently provisioned.
Clicking one of the MCNs
selects it.
The Provisioned MCNs & ACNA/BANs screen contains the
following command buttons:
Click "OK" to close the screen.
Click "Subnet Details" to view subnetwork information
about the selected MCN.
Note: This button appears only if you are provisioned with MCNs
subnetworked by GRC or CID.
The Add/Edit Circuit Aliases screen displays
a table of circuits matching the criteria you selected on the
Work With Circuits screen. This table contains a Circuit
Alias column of text boxes in which you can add or change a circuit alias for the
corresponding circuit ID. See
Adding/Editing Circuit Aliases for more
information.
Note: You can add or edit circuit aliases only if your company
is provisioned for circuit aliasing AND if you are provisioned with the edit
circuit aliases privilege.
The table in the Add/Edit Circuit Aliases
screen contains the following columns:
Circuit ID - the CLCI or circuit ID of the circuit.
DLCI - the Data Link Connection Identifier of the circuit
(applies to Frame Relay circuits only).
Circuit Alias - an editable text box containing the current alias
for that circuit. Valid values include letters, numbers, spaces, commas (,),
ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.).
The maximum number of characters is 20.
Note about Changing Existing Aliases: When you make a change to an
existing alias, that change affects your entire company. In other words, if another
user searches for a circuit under the previous alias which you have changed,
he/she will not find it because it no longer exists for your company. Keep this in
mind and use caution when changing an alias that already exists.
The Add/Edit Circuit Aliases screen contains the
following command buttons:
Click "Submit" to submit the changes you have made
to your list of circuit aliases.
Click "Reset Form" to return to the original
information in the table.
The Add/Edit Circuit Alias for Circuit ID
screen lets you add or change a circuit alias for a specific circuit
ID rather than viewing the list of all your circuit aliases.
Note: You can add or edit circuit aliases only if
your company is provisioned for circuit aliasing AND if you as
a user are provisioned with the edit circuit aliases privilege.
The Add/Edit Circuit Alias for Circuit ID
screen contains a text box for entering a new circuit alias or editing the
existing alias. If a circuit alias exists, the text box contains this circuit
alias, which can be edited. If there is no circuit alias for this circuit ID,
the text box is empty.
Note about Changing Existing Aliases: When you make a change to an
existing alias, that change affects your entire company. In other words, if another
user searches for a circuit under the previous alias which you have changed,
he/she will not find it because it no longer exists for your company. Keep this in
mind and use caution when changing an alias that already exists.
The Add/Edit Circuit Alias for Circuit ID
screen contains the following command buttons:
Click "Submit" to submit the new or changed circuit alias.
A Circuit Alias Change Confirmation
message opens, stating that the circuit alias for this circuit
has been changed. Click "OK" to close this message.
Click "Cancel" to exit from this screen without
making changes.
The Create Ticket for Circuit screen is where you create an actual trouble ticket for reporting a problem on a circuit to AT&T. See
Creating a Ticket for a Circuit for the step-by-step procedure. Fields and options vary depending on how you are provisioned. All possible fields and options are not listed.
The Create Ticket for Circuit screen is divided into two or more sections:
The top section consists mostly of fields that you must complete, as follows:
Ticket Alias - a text box where you can enter a unique label to identify this ticket.
Valid characters for ticket alias are alphanumeric characters, comma (,), ampersand (&), single quotation mark ('), apostrophe ('), dash (-), underscore (_), and dot (.). You can enter up to 36 characters in this field.
CKL/Trouble Locations - drop-down list for selecting the location(s) associated with this trouble ticket.
Click on a CKL from the drop-down list to select it. To select multiple CKLs for a multipoint circuit, hold down the "Ctrl" key while clicking on the CKLs.
Note about Multipoint Circuits: For Private Line, Nodal, Domestic Frame Relay, Domestic ATM, and INCS multipoint circuits, you may select up to 7 CKLs for a ticket.
Note about International Frame Relay and ATM Circuits: For International Frame Relay and International ATM circuits, this field will contain only the CKL "F001" as a read-only value. In
other words, there is no need to select a CKL/Trouble Location,
as there is only one for that circuit.
Note about Two-Point Circuits: If your circuit is
not a multipoint circuit, this field is read-only. In
other words, there is no need to select a CKL/Trouble Location,
as there is only one for that circuit.
Note about CKLs and the "Tag and Locate" Trouble Type:
When creating a ticket on a multipoint circuit using the
"Tag and Locate" trouble type, you must select
one CKL from the drop-down list. If you want to use this
trouble type for more than one CKL, you must create separate tickets
for each.
If any of your selected CKLs are numeric, the CKL/Trouble Location label will change to a hyperlink. This link opens the
View Edit Location Access Information screen
where you can verify or update the Location Contact Name, Location Contact Phone, and the Location Access Hours for any numeric CKLs.
When numeric CKLS are in the CKL/Trouble Locations list, this is a mandatory field, so in order for the ticket to be created, you must
click the hyperlink to verify location information.
Trouble Type - drop-down list for selecting the
type of trouble on the circuit. This value does not change throughout
the life of of the ticket.
The trouble types present in the drop-down list will depend upon the
circuit's service classification.
See the Glossary for a list of non-nodal circuit trouble types and their definitions.
Notes about "Tag and Locate" Trouble Type:
The "Tag and Locate" trouble type is valid for
Nodal, Domestic ATM, Domestic Frame Relay,
OPT-E-WAN, and Domestic Private Line circuits.
Therefore the "Authorize Testing"
field does not apply for "Tag and Locate".
If you choose "Tag and Locate" on a multipoint circuit,
a pop-up window opens with the following message:
"When you create a ticket using the "Tag and Locate" trouble type,
the circuit will not be tested, but a technician will be dispatched to the chosen
location and a service charge may apply fo this ticket. Therefore, you must select a CKL
from the list. The "Authorize Testing" field does not apply to "Tag and Locate"."
There are two buttons on this window: "OK" and
"Cancel." By clicking "OK," you
are authorizing the service charge.
If you choose "Tag and Locate" on a two-point circuit,
a pop-up window opens with the following message:
"Since this is a "Tag and Locate" ticket,
the circuit will not be tested but a technician will be dispatched
to the chosen circuit location and a service charge may apply for
this ticket."
There are two buttons on this window: "OK" and
"Cancel." By clicking "OK," you
are authorizing the service charge.
See the Glossary for a list of trouble types for nodal circuits and their definitions.
Note about Nodal Only Trouble Types: If you select one of the
nodal only trouble types, a questionnaire opens in a separate pop-up
window (see Nodal Ticket Questionnaire Screen for
more information).
Note about the "Other" Trouble Type: Selecting a
specific trouble type results in faster resolution to the problem.
Select "Other" only if you are not sure of the
trouble type or if you want assistance.
However, if you are trying to report that you are not being prompted
for an SDN authorization code when you should be:
Choose the "Other" trouble type on the
Create Ticket for Circuit screen.
...or the following outage conditions for AT&T VPN circuits:
Critical
Major
Minor
Warning
Normal
Service Impacting - radio buttons indicating
("Yes" or "No")
whether or not this
trouble is impacting service on your circuit.
This is a mandatory field.
Depending on how your company is provisioned,
quot;Yes" option may not be selectable if the Trouble Type
field is set to "Test Assist."
Want to report PVC/EPVCs in trouble? - a hyperlink that
takes you to the PVCs/EPVCs List screen.
Note: This link appears only for ATM, Frame Relay,
INCS, International ATM, International Frame Relay,
AT&T VPN , and OPT-E-WAN circuits.
This screen lists the PVCs/EPVCs related to your circuit. From here,
you can select up to five PVCs/EPVCs in trouble and
report up to 5 CER IP addresses for each.
Want to report EVCs in trouble? - a hyperlink that
takes you to the Report EVC Data screen.
Note: This link appears only for AT&T Switched Ethernet Service℠ circuits.
This screen lets you select up to five troubled EVCs that you want to associate with
the AT&T Switched Ethernet Service℠ circuit ticket you are creating.
Requested Completion Date and Time - text boxes and drop-down lists for
entering the time by which you want work on the ticket to be completed.
This is an optional field. The Date must be in the format mm/dd/yyyy. The Time must be in the format hh:mm.
Note about "Requested Completion Date and Time": The
date/time combination entered in this field must be at least six hours
from the ticket creation time.
Country - drop-down list for choosing a country, if the country is other than USA. If the country is USA, this field is greyed out.
For AT&T VPN service, the country of the circuit is already provided, so this field does not appear in the Create Ticket screen.
Do you have Power to your Equipment - radio buttons to
indicate whether there is power at the circuit location:
Yes
No
Unsure
Note: If you select "No," you cannot create a ticket.
An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power.
Please check your equipment to be sure you have power. If you cannot access your
equipment to check the power, please select the Unsure option when creating the
ticket."
Authorize Testing - field with radio buttons for authorizing
AT&T to perform an intrusive test
on the circuit experiencing trouble.
Note: The Authorize Testing fields and buttons will vary based on how you are provisioned and which service(s) are selected.
If this ticket is for a domestic Private Line, Nodal DS1,
Frame Relay, ATM, or INCS circuit, the radio buttons
are "Now", "No", "Later" and
"Test Assist."
Below the "Later" radio button are fields for entering the date/time
you want the intrusive test to run. The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.
Note about Choosing "Now": Intrusive testing will be performed only if preliminary non-intrusive tests indicate a problem.
At that point, an intrusive T1 test may be required in order to fully isolate your trouble.
Note about Choosing "Later": Intrusive testing will be performed on this circuit on or about the scheduled time.
Note about Choosing "Test Assist": Your assistance request
will result in a callback from AT&T to determine the details of your request.
No test will be run or scheduled as a result of this request. The Test Assist radio
button will appear only if your company is provisioned for Test Assist.
Test Assist is not available for DS3 and SONET services.
If this ticket is for a domestic Nodal non-DS1 or DS3
circuit, the radio buttons are "YES" and "NO."
Note about Choosing "YES": Intrusive testing will
be performed only if preliminary non-intrusive tests indicate a problem.
At that point, an intrusive T1 test may be required in order to fully
isolate your trouble.
If this ticket is for an international circuit, the radio
buttons are "YES" and "NO."
If this ticket is for an AT&T VPN circuit or an OPT-E-WAN circuit (domestic or international) the radio buttons
are "Now", "No", "Later" and "Test Assist."
Below the "Later" radio button are fields for entering the date/time
you want the intrusive test to run. The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.
Note about Choosing "Now":
Testing appropriate to your selected trouble type will be run by AT&T.
Note about Choosing "Later":
Testing appropriate to your selected trouble type will be scheduled to run at the time you have requested.
Note about Choosing "Test Assist": Your assistance request
will result in a callback from AT&T to determine the details of your request.
No test will be run or scheduled as a result of this request. The Test Assist radio
button will appear only if your company is provisioned for Test Assist.
Test Assist is not available for DS3 and SONET services.
If this ticket is for an AT&T Switched Ethernet Service℠ circuit the radio buttons
are "Now", "No", and "Later."
Below the "Later" radio button are fields for entering the date/time
you want the intrusive test to run. The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.
Note about Choosing "Now":
Testing appropriate to your selected trouble type will be run by AT&T.
Note about Choosing "Later":
Testing appropriate to your selected trouble type will be scheduled to run at the time you have requested.
Dispatch Authorized - radio buttons for pre-authorizing
AT&T and your access provider to send repair technicians to the reported
location to isolate the problem. A fee may be associated with the visit.
Click "YES" to authorize dispatch or "NO"
if you want to be called for approval first.
This field appears only if you are working with Domestic services.
The next section contains fields in which you add/edit information pertaining
to the ticket being created. Some fields in the Contact Information
subsection contain default values, which you may change if necessary. Field names in
bold type indicate required fields.
Ticket Type - drop-down list for selecting the type of ticket
being created. Possible value is:
Customer Created - means that you want AT&T to resolve the problem.
Recurring Trouble - radio buttons for indicating whether the trouble has
occurred before. Click "Y" for yes or "N" for no.
If you answer yes, you are encouraged to indicate how many additional times
the trouble has happened. You can use the optional "How many times has this trouble recurred?" text
box to fill in how many times you've experienced this trouble since the
first time.
Trouble Description - a text box for describing the trouble
(255 characters maximum).
Comments - a text box for you to enter a more detailed description
about the trouble (1600 characters maximum).
If you are creating a ticket from the
View Test Results for Circuit screen,
this field is populated with the data from the Overall Summary
and Detailed Test Results fields.
A set of optional questions regarding intermittent trouble, with
text boxes to be filled in with the answers:
How often the trouble occurs
Time of day if typically occurs
Duration of the trouble
Time of the most recent occurrence
The Contact Information and Reported By subsections provide information about
the person identified as the contact for the ticket and the person who submitted
the ticket:
Note: Any pre-populated information in this section comes from the
User Profile; please verify that this
information is correct before submitting
the ticket.
Contact First Name - a text box for adding/editing the first
name of the person who is handling this trouble ticket.
Contact Last Name - a text box for adding/editing the last name
of the person who is handling this trouble ticket.
Contact Phone - a text box for adding/editing the Phone Number
of the person who is handling this trouble ticket.
This field accepts a minimum of 10 numerics and a maximum of 25
characters (including numbers, letters, blanks, dashes, or plus signs).
The Phone Number entered here is the one AT&T calls to provide
progress on the ticket.
Prompt #/Extension - a text box for notes about or phone extension
for the progress contact person.
This field accepts a maximum of 15 numerics, and allows blanks, dashes,
slashes, commas, asterisks, and pound signs.
Reported By First Name - a text box for adding/editing
the first name of the person who reported this trouble.
Reported By Last Name - a text box for adding/editing
the last name of the person who reported this trouble.
Reported By Phone - a text box for adding/editing the
Phone Number of the person who reported this trouble.
This field accepts a minimum of 10 numerics and a maximum of 25
characters (including letters, blanks, dashes, or plus signs).
Prompt #/Extension - a text box for adding notes about or phone
extension for the person who reported the trouble.
This field accepts a maximum of 15 numerics, and allows blanks, dashes,
slashes, commas, asterisks, and pound signs.
Contact Hours From/To - text boxes to indicate the time
period (in local time) during which the person reporting the trouble can
be contacted.
Contact Hours Note - a text box for entering information regarding
the contact hours.
This field accepts a maximum of 20 characters, and all special
characters are allowed. If this field is populated in the user profile, it will be truncated here if it is over 20 characters.
The Trouble Location section appears only for AT&T Switched Ethernet Service℠ circuits. It contains the following read-only data fields:
Company Name - the company name associated with the circuit.
Street Address - field containing the street address of this circuit location.
City - field containing the city for this circuit location.
State - field containing the state for this circuit location.
Zip Code - field containing the ZIP code for this circuit location.
The Trouble Location section contains the following editable data fields, which are pre-populated with default information:
Contact Name - field containing the name of the person to be contacted
regarding this circuit.
Phone - field containing the Phone Number for the contact person.
Location Access Hours From/To - the time frame (local time
in HH:MM format) for each day of the week during which the contact person
can be reached.
The Create Ticket for Circuit screen
contains the following command buttons:
Click "Submit" after you have entered
all the required information for this ticket.
A Ticket Create Confirmation
message (before submission of ticket) window opens, listing
the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message
and return to the Create Ticket for
Circuit screen.
A Ticket Submission Confirmation
message now appears on the screen, which includes information on how to
track the ticket, and the ticket number, which links to the
View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket Submission Confirmation message screen.
Note: At present, the Message Notification feature is not supported for AT&T Switched Ethernet Service℠ circuits or tickets.
Note on Major Event Notification: If the circuit for
which you just created a ticket is part of a major network
outage, a Major Event message
appears telling you so. Clicking the "Circuits"
hyperlink in this pop-up window opens the
MEN List screen. This screen displays a list
of affected circuits for this MCN that are associated with the same
AT&T internal trouble ticket (if there are more than 200 circuits
affected, a message saying so will appear instead of a list).
Click "Reset" if you want to restore values
present when you opened the screen.
Click "Cancel" to to close this screen
without making changes or creating the ticket.
The View/Edit Location Access Information screen lets you
view and edit location access information about your reported numeric CKLs when viewing or editing a ticket.
The View/Edit Location Access Information screen appears
as a pop up after clicking the Reported Locations label hyperlink on the
View/Edit Ticket screen.
Location Access Information is listed for each numeric CKL. The CKL information will be displayed in ascending order by CKL ID.
The View/Edit Location Access Information screen contains the following editable data fields, per numeric CKL:
Contact Name - field containing the name of the person to be contacted
regarding this circuit.
Phone - field containing the Phone Number for the contact person.
Location Access Hours From/To - the time frame (local time
in HH:MM format) for each day of the week during which the contact person
can be reached.
The View/Edit Location Access Information screen contains
the following command buttons at the bottom of the page:
Click "Submit Modifications" if you edited any information.
Click "Reset" to restore values present when you opened the screen.
The View/Edit/Verify Location Access Information screen lets you
view and edit location access information about your reported numeric CKLs when creating a ticket.
The View/Edit/Verify Location Access Information screen appears
as a pop up after clicking the mandatory CKL/Trouble Location label hyperlink on the
Create Ticket for Circuit screen.
Location Access Information is listed for each numeric CKL. The CKL information will be displayed in ascending order by CKL ID.
The View/Edit/Verify Location Access Information screen contains the following editable data fields, per numeric CKL:
Contact Name - field containing the name of the person to be contacted
regarding this circuit.
Phone - field containing the Phone Number for the contact person.
Location Access Hours From/To - the time frame (local time
in HH:MM format) for each day of the week during which the contact person
can be reached.
The View/Edit/Verify Location Access Information screen contains
the following command buttons at the bottom of the page:
Click "Save Modifications" if you edited any information.
Click "Reset" to restore values present when you opened the screen.
When you submit a newly created ticket on a circuit whose trouble is being
caused by a major outage in the AT&T network, a pop-up window appears
with a Major Event message like this:
"Your ticket has been created; however Ticket Number
xxxx is associated with an AT&T outage event. You may have
other circuits affected by this outage."
This MEN List pop-up window contains:
The word "Circuits" as a hyperlink that, when clicked,
opens the MEN List screen.
A "Close" button that closes this message
without displaying the MEN List
screen.
The MEN List screen contains a table listing
the circuit IDs for the affected circuits under the MCN containing the circuit
you created the ticket for.
Note: If this MCN contains more than 200 affected circuits, a
message saying so will appear instead of a table listing individual circuits.
The MEN List screen contains a
"Close" button to close this pop-up window.
The PVCs/EPVCs List screen is where you can select up to five troubled PVCs/EPVCs that you want to associate with the circuit ticket you are creating.
The PVCs/EPVCs List screen opens in a separate pop-up window when you click the "Want to report PVCs/EPVCs in trouble?" hyperlink on the Create Ticket for Circuit screen.
The PVCs/EPVCs List screen displays the PVC/EPVC Endpoint Data that lists up to the first 300 PVCs/EPVCs related to the circuit for which you are creating the ticket. At the top of the pop-up window is a line indicating the total number of PVCs/EPVCs (again, up to the first 300) associated with the circuit.
Selecting a PVC ID allows you to add up to 5 Remote CER IP Addresses (IPv4 and/or IPV6) for that PVC.
NOTE: If the ticket was copied from one containing PVCs/EPVCs, those PVCs/EPVCs will be selected and the details included in the new ticket. This includes any Internet VLAN PVCs/EPVCs.
The PVC/EPVC Endpoint Data table may show up to 12 columns of information. Some are always displayed:
Select PVCs/EPVCs - checkbox buttons for selecting the PVC/EPVC(s) in trouble to associate with the ticket being created. Selecting a PVC allows you to add up to 5 Remote CER IP Addresses (IPv4 and/or IPV6) for that PVC. This column always displays.
PVC ID.
VPN Name. Depending on how you are provisioned a "Select VPN Name" hyperlink may display. Clicking opens the VPN Selection screen which allows you to select the VPN(s) to associate with the PVC/EPVC.
CER IP Address.
Customer Edge VLAN Bottom.
Network VLAN Top.
Network VLAN Bottom.
The PVCs/EPVCs List screen contains an "OK" button to attach any PVCs/EPVCs you have selected to the ticket and close the pop-up window.
The Report EVC Data screen is where
you can select up to five troubled EVCs that you want to associate with
the AT&T Switched Ethernet Service℠ circuit ticket you are creating.
The Report EVC Data screen opens in
a separate pop-up window when you click the
"Want to report EVCs in trouble?" hyperlink on the
Create Ticket for Circuit screen for an AT&T Switched Ethernet Service℠ circuit.
The Report EVC Data screen contains a
table that lists
EVCs related to the circuit for which you are creating the ticket.
On the top of this table is a line indicating the total number of EVCs
associated with the circuit.
The table contains the following columns of
information:
Select EVC(s) - checkbox buttons for selecting the EVC(s)
in trouble to associate with the ticket being created.
EVC ID - the unique identifier for the EVC.
CVLAN ID - the CVLAN ID associated with the EVC.
Class of Service - the class of service.
Service Option - the service option.
Committed Information Rate (in Mbps) - minimum speed at which the service will transmit information, in megabits per second.
The Report EVC Data screen contains
the following command buttons:
Click "OK" button to submit any EVCs you have selected
and close this pop-up window.
When you create a ticket for a nodal circuit and select your trouble
type, a separate Nodal Ticket Questionnaire
pop-up window opens. This window contains the
questionnaire pertaining to the trouble type you've selected. The boldface fields in the Questionnaire are mandatory.
Note about Nodal Circuits: Nodal circuits include circuits whose
network service classification is Inbound Nodal, Outbound Nodal,
or Shared Nodal.
The title of the individual questionnaire pop-up window is the name
of the trouble type you have selected.
Filling out the Nodal Ticket Questionnaire
greatly expedites trouble resolution by providing AT&T with more specific
information than trouble type alone.
A questionnaire pops up if one of the follow trouble types is chosen:
Note about the "Other" Trouble Type: If
you chose the "Other" trouble type on the
Create Ticket for Circuit screen to report
that you are not being prompted for an SDN authorization code when
you should be:
Fill in the "Authorization Code" field
on the Nodal Ticket Questionnaire Screen.
Each Nodal Ticket Questionnaire contains
the following fields (boldface fields are mandatory):
Calling From - text box for entering the Phone Number from which a
call was placed that experienced the reported trouble. This field name
will be bold if it is mandatory for the questionnaire.
The "Calling From" Phone Number:
Must be 10 digits
Cannot be the same as the "Calling To" Phone Number
Cannot contain all the same number (e.g., 5555555555)
Cannot have a leading zero
Cannot be 1234567890
Cannot contain a pattern such as 121212121212 or 232323232323
Calling To - text box for entering the Phone Number to which a call
was placed that experienced the reported trouble. This field name will
be bold if it is mandatory for the questionnaire.
"Calling To" is mandatory if the circuit's
Type of Service is one of the following:
1ISB (ISDN B Channel with OneNet)
1SDN (SDN - Dedicated with OneNet)
1SDS (SASS with SDN Outbound and 1 Inbound Service with OneNet)
1SN1 (SINA 1 Arrangement with OneNet)
1SN2 (SINA 2 Arrangement with OneNet)
SDND (Software Defined Network - Dedicated)
SDNS (SASS with SDN, BLD, and or 1 Business Application Service)
SNA1 (SINA 1 Arrangement without SDN [Voice and Data])
SNA2 (SINA 2 Arrangement without SDN [Inbound and Outbound])
UTA3 (Universal T1.5 Access SDN with OneNet)
UTA4 (UTA Uniplan/Megacom/Megacom 800)
UTA5 (Megacom/Megacom 800)
The "Calling To" Phone Number:
May enter up to 18 digits if the Calling To number starts with 011
If the Calling To number does not start with 011, must contain exactly 10 digits
Cannot be the same as the "Calling From" Phone Number
Cannot contain all the same number (e.g., 5555555555)
Can have a leading zero
Cannot be 1234567890
Cannot contain a pattern such as 121212121212 or 232323232323
Authorization Code: A text box for entering the 1- to 15-digit SDN
authorization code used to reach the "Calling To" number.
All Nodal Ticket Questionnaires
contain the following command buttons:
Click "Done" to submit the questionnaire
to AT&T eMaintenance.
Click "Clear Form" to clear your answers from the form.
When you create a ticket for an AT&T VPN circuit and select the voice trouble type, a separate Voice Ticket Questionnaire
pop-up window opens.
Note: All fields in this Questionnaire are mandatory.
Filling out the Voice Ticket Questionnaire greatly expedites trouble resolution by providing AT&T with more specific information than trouble type alone.
The Voice Ticket Questionnaire contains the following mandatory fields:
Calling From - enter number.
Calling To - enter number.
The trouble started on - enter appropriate date/time information.
The trouble is - select "Constant" or "Intermittent".
Any recent changes to your location? - select the appropriate radio button.
Have the local lines and equipment been checked? - select "Yes" or "No".
The trouble affects - select the appropriate radio button.
Did you receive a recorded message? - select "Yes" or "No".
Please describe the trouble you are experiencing in the text box. Include as much detailed information as possible. - enter up to 255 characters.
All Voice Ticket Questionnaires contain the following command buttons:
Click "Done" to submit the questionnaire to AT&T eMaintenance.
Click "Clear Form" to clear your answers from the form.
The Service Assurance Request
questionnaire screen is where you submit a request for
service assurance on a
circuit or Phone Number in your inventory.
Note about Service Assurance Availability:Service assurance is
only available on Inbound Nodal, Inbound Switched, or
Shared Nodal service IDs.
Note about Pre-Plan Service Assurance (PPSA):
If you are set up for Pre-Plan Service Assurance and have an outage, you must request a reroute using this questionnaire (see below) or by calling AT&T. PPSA reroutes are not done automatically by AT&T.
Note for Proactive Ticketing Users: If you are provisioned for
Proactive Maintenance (PAM) and are viewing
an automatically created ticket on the
View/Edit Ticket screen, you may request
service assurance by selecting
the "Yes" radio button for Do you want Service
Assurance?: radio button in the Ticket Log section.
Doing so opens the Service Assurance Request
questionnaire screen.
The Service Assurance Request questionnaire
screen contains sections regarding the reason for the reroute request, the
Toll Free number(s) to be rerouted, and the number/recording to which the
number will be rerouted:
The section called 1. Please indicate the reason for requesting
Service Assurance rerouting: contains the following radio buttons
for you to best describe your request:
"Having trouble with Toll Free Number(s)."
"A service order needs to be issued or worked."
"CPE issues/maintenance."
The section called 2. Which Toll Free Numbers do you want to
reroute? contains the following radio buttons to indicate the
Toll Free numbers to be rerouted:
"Only the following Toll Free Numbers:
Enter the 10-digit Toll Free Number(s)
in the fields below (up to 20 numbers allowed):"
Below this radio button are 20 text boxes for you to enter
the Toll Free numbers to be rerouted.
"I want to reroute more than 20 Toll Free Numbers.
Please call me."
The section called 3. Please indicate where you want to send the
rerouted Toll Free Number traffic: contains the following radio buttons
to indicate where your numbers will be rerouted:
"Reroute traffic according to Pre-Plan Service Assurance (PPSA)
number"
Next to this radio button item is a drop-down list
for selecting PPSA options.
"Reroute traffic to the following 10 digit POTS telephone number:"
Next to this radio button item is a text box for entering the
specific POTS telephone number to which your traffic will be rerouted.
"Reroute traffic to the following Toll Free Number:"
Next to this radio button item is a text box for entering the
specific Toll Free telephone number to which your traffic will be rerouted.
Below the text box are two optional text fields:
Provide the 6 digit Nodal routing code:
Provide the DNIS:
"Reroute traffic to this recorded announcement:"
Next to this radio button item is a drop-down list of prerecorded
announcements to which your traffic will be rerouted.
Note about Circuit Details: AT&T may need to have access to this site to isolate or fix a circuit problem. Therefore, AT&T (or its supplier) may call the contact person at this site, so it is important to keep this information up-to-date. See Modifying/Updating Circuit Contact Information for the step-by-step procedure.
The View/Edit Circuit Details screen contains the following fields, depending on how you are provisioned.
Network Service - the network service pertaining to this circuit.
Type of Service - the type of service offering provisioned for this circuit. This field may contain a code; see Type of Service Codes for a list of codes.
Multipoint Indicator - "Y" for yes, "N" for no.
Service Assurance Indicator - indicates that Service Assurance was requested. This field will not appear if Service Assurance was not requested.
DLCI - the Data Link Connection Identifier for this circuit.
Circuit Alias - the circuit alias associated with this circuit.
Service Details - is the list of service offerings that are provisioned for the circuit. Possible values are:
Note about Frame Relay Plus Service Detail: The term "Frame Relay Plus" will appear in your list of "Service Details" if you have the Frame Relay Plus (FRP) service option on any of your circuits (FRP can apply to Frame Relay, International Frame Relay, ATM, or International ATM circuits).
The View/Edit Location screen lets you view and/or change location information about your circuits.
The View/Edit Location screen appears in the bottom frame of the View/Edit Circuit Details screen after you select a CKL to edit from the drop-down list and click "Submit."
Note for Read-Only Users: If you are a Read-Only user, you can view CKL information but cannot edit it.
Note about Uneditable Circuit Locations: Not all CKLs are editable. If you chose a CKL type that begins with a letter, the View/Edit Location Screen
contains a message telling you this CKL cannot be edited:
CKLs that begin with a letter cannot be edited.
ATM CKLs cannot be edited.
Frame Relay CKLs cannot be edited.
The View/Edit Location screen contains the following fields (required fields are shown in bold type):
Station Type - the role of a specific segment in a multipoint circuit configuration. May be master, secondary, or none.
Circuit Segment - a separate span of a circuit between two identified points. In a multipoint circuit, there may be many segments of a circuit, each connecting an AT&T office to a separate customer location.
Company Name - the company name of the customer associated with the circuit.
Street - the street address associated with the circuit location.
City - the city associated with the circuit location.
State - the state associated with the circuit location.
Zip Code - the ZIP code associated with the circuit location.
Country - the country associated with the circuit location.
If the network service is domestic, the field is populated with USA. If the network service is international, the field displays the country name associated with the circuit location.
Note: If AT&T eMaintenance does not recognize the country name, a two-character country code is displayed. See Country Codes
to find the corresponding country name.
Room - the room associated with the circuit location.
Floor - the floor associated with the circuit location.
Contact Name - a text box for adding/editing the name of the contact person at the location associated with the circuit.
Phone - a text box for adding/editing the Phone Number of the contact person at the location associated with the circuit.
CPE Vendor - the company that sells the customer premises equipment.
CPE Type - the category of the customer premises equipment.
LEC Circuit ID - the circuit identifier assigned by the Local Exchange Carrier (LEC) for this circuit location.
Billing Account Number - the billing account number for this circuit location.
Location Access Hours From/To - the time frame (local time in HH:MM format) for each day of the week during which the contact person can be reached.
The View/Edit Location screen contains
the following command buttons, depending on how you are provisioned:
Note for Read-Only Users: If you are a Read-Only User, none of the
following buttons except "OK" are displayed. Click
"OK" to close the screen.
Click "Submit Modifications" if
you changed the CKL information.
Note: This button does not appear
for Read-Only users or non-editable circuit locations.
Click "Reset Form" to restore values present
when you opened the screen.
Note: This button does not appear for Read-Only
users or non-editable circuit locations.
The PVC/EPVC Details screen displays PVCs/EPVCs associated with a circuit.
The PVC/EPVC Details screen opens in a separate pop-up window when you click the "View PVCs/EPVCs" hyperlink on the View/Edit Circuit Details screen.
The PVC/EPVC Details Screen displays the PVCs/EPVCs associated with the circuit in a table. At the top of the table is a line indicating the total number of PVCs/EPVCs.
The PVCs/EPVCs table displays the following fields:
S. No.
PVC ID.
PVC Feature Type.
VPN Name. Depending on how you are provisioned a "View VPN Name" hyperlink may display. Clicking opens the VPN Details screen which allows you to view the VPNs associated with the PVC/EPVC.
Customer Edge VLAN Bottom.
Network VLAN Top.
Network VLAN Bottom.
The PVC/EPVC Details screen contains a "Cancel" button to close the pop-up window.
The Print Preview of Details for Circuit
screen appears in a separate pop-up window when you click "Print
Preview" on the View/Edit Location screen.
The Print Preview of Details for Circuit
screen contains two sections of information, Print Preview of
Details for Circuit and Location Details for Selected CKL:
The top section, Print Preview of Details for Circuit,
contains some or all of the following read-only fields of information,
depending upon how you are provisioned:
Network Service - the network service for the location.
Type of Service - the network service offering provisioned. This field may
contain codes that describe the service provisioned for the customer. See
Type of Service Codes for more information.
Multipoint Indicator - whether or not this is a multipoint circuit
("Y" for yes, "N" for no).
Service Assurance Indicator - indicates that Service Assurance
was requested. This field will not appear if Service Assurance was
not requested.
DLCI - the Data Link Connection Identifier for this Frame Relay circuit.
Circuit Alias - the circuit alias for this circuit.
Service Details - the list of service offerings that are provisioned for
this circuit. Possible values are:
Note about Frame Relay Plus Service Detail: The term "Frame
Relay Plus" will appear in your list of "Service Details"
if you have the Frame Relay Plus (FRP) service option on any of your circuits
(FRP can apply to Frame Relay, International Frame Relay, ATM, or
International ATM circuits).
All Circuit Locations - a list of all circuit locations for this company.
The bottom section, Location Details for CKL,
contains the following fields of information that pertain to the circuit
location selected:
Company Name - the company name associated with the circuit.
Station Type - the role of a specific segment in a multipoint circuit
configuration. May be master, secondary, or none.
Circuit Segment - the circuit segment, if any, pertaining to this circuit location.
Street - field containing the street address of this circuit location.
City - field containing the city for this circuit location.
State - field containing the state for this circuit location.
Zip Code - field containing the ZIP code for this circuit location.
Country - field containing the country for this circuit location.
If the network service is domestic, the field is populated with USA. If the
network service is international, the field displays the country name associated
with the circuit location.
Note about Country Codes: If AT&T eMaintenance does not
recognize the country name, a two-character country code is displayed.
See Country Codes
to find the corresponding country name.
Room - field containing the room for this circuit location.
Floor - field containing the floor for this circuit location.
Contact Name - field containing the name of the person to be contacted
regarding this circuit.
Phone - field containing the Phone Number for the contact person.
CPE Vendor - the seller of the customer premises equipment at this location.
CPE Type - type of customer premises equipment at this location.
Location Access Hours - a table containing fields listing
the hours the contact person for this circuit can be reached.
The Print Preview of Details for Circuit
screen contains the following command buttons:
Print Preview of Details Screen (AT&T Switched Ethernet Service℠ Circuit)
The Print Preview of Details (AT&T Switched Ethernet Service℠ Circuit)
screen appears in a separate pop-up window when you click "Print
Preview" on the View Circuit Details screen.
The Print Preview of Details (AT&T Switched Ethernet Service℠ Circuit)
screen contains the following read-only fields of information:
Network Service - the network service pertaining to this circuit: AT&T Switched Ethernet Service℠ .
Port Speed - the port speed, in kilobits per second.
COS Model - the COS Model.
COS Package - the COS Package.
Class of Service - the class of service—for example, Bronze.
Diversity Option - "Advanced Access Failover," "Diverse Access," or blank.
Circuit Alias - the circuit alias associated with this circuit.
Committed Information Rate - the minimum speed at which the service will transmit information, in megabits per second.
Company Name - the company name associated with the circuit.
Street Address - field containing the street address of this circuit location.
City - field containing the city for this circuit location.
State - field containing the state for this circuit location.
Zip Code - field containing the ZIP code for this circuit location.
Contact Name - field containing the name of the person to be contacted
regarding this circuit.
Phone - field containing the Phone Number for the contact person.
The Print Preview of Details (AT&T Switched Ethernet Service℠ Circuit)
screen contains the following command buttons:
Note about Check Alarm Error Messages: If
your circuit information is incorrectly provisioned, you may see an error message
on the Check Alarm screen. If you do, contact the
AT&T eMaintenance Service Center or your Account
Executive for assistance. Possible error messages include:
Segment - the circuit node in a multipoint location.
CKL - the circuit location (CKL) for which alarm activity
is being checked. The color red indicates
an alarm condition; the color green
indicates that an alarm has been cleared.
Alarm Activity - the status of alarm activity; either
"No" if no alarm activity has been detected in the
last 60 minutes or "Yes" if there have been alarms
for the circuit in the last 60 minutes.
Note: The alarm activity status could be "NO"
and the alarm state could be "Failed" if the alarm
occurred more than 60 minutes before the current time.
Alarm State - whether the circuit segment is in an
alarm failed or alarm cleared state:
FAILED - alarm state meaning that due to a failure in a
circuit segment, an alarm is currently active.
CLEARED - alarm state meaning that a previous alarm
failed state has been cleared.
The Alarm Activity & State screen
contains the following button:
The AT&T VPN Alarm Activity & State
screen opens when you choose to check alarms on an AT&T VPN circuit.
The AT&T VPN Alarm Activity & State screen
appears in the bottom portion of the Check
Alarm pop-up window and may contain some of the following read-only fields
depending on your service type:
Circuit ID: The circuit ID of the circuit being checked for alarms.
Sl No.: Serial number of the alarmed facility. No background color indicates no alarm.
The color red indicates the alarm state is failed.
The color green indicates the alarm state has cleared.
CLFI: Identifier of the facility where the alarm occurred.
Alarm Comments: information regarding the type and location of the alarm.
Alarm Activity - the status of alarm activity; either
"No" if no alarm activity has been detected in the
last 60 minutes or "Yes" if there have been alarms
for the circuit in the last 60 minutes.
Note: The alarm activity status could be "NO"
and the alarm state could be "Failed" if the alarm
occurred more than 60 minutes before the current time.
Alarm State - whether the circuit segment is in an
alarm failed or alarm cleared state:
FAILED - alarm state meaning that due to a failure in a
circuit segment, an alarm is currently active.
CLEARED - alarm state meaning that a previous alarm
failed state has been cleared.
The AT&T VPN Alarm Activity & State screen
contains the following button:
Select a DS3/SONET circuit, or on an International Private Line circuit whose
service code is "IR,"
from the Circuit Inventory screen
and click "Check Alarms
The DS3/SONET Alarm Activity & State screen
appears in the bottom portion of the Check
Alarm pop-up window and contains the following read-only fields:
Circuit ID: The circuit ID of the circuit being checked for alarms.
Sl No.: Serial number of the alarmed facility.
CLFI: Identifier of the facility where the alarm occurred.
Alarm Comments: information regarding the type and location of the alarm.
The DS3/SONET Alarm Activity & State screen
contains the following button:
The Check Alarm (AT&T Switched Ethernet Service℠ Circuits) screen lets you
check an AT&T Switched Ethernet Service℠ circuit for alarm activity within the last 60 minutes. See
Checking Alarms for the
step-by-step procedure.
The Check Alarm (AT&T Switched Ethernet Service℠ Circuits) screen contains
the following read-only fields:
Alarm Activity - the status of alarm activity; either
"No" if no alarm activity has been detected in the
last 60 minutes or "Yes" if there have been alarms
for the circuit in the last 60 minutes.
Note: The alarm activity status could be "NO"
and the alarm state could be "Failed" if the alarm
occurred more than 60 minutes before the current time.
Alarm State - whether the circuit segment is in an
alarm failed or alarm cleared state:
FAILED - alarm state meaning that due to a failure in a
circuit segment, an alarm is currently active.
CLEARED - alarm state meaning that a previous alarm
failed state has been cleared.
The Check Alarm (AT&T Switched Ethernet Service℠ Circuits) screen
contains the following button:
The top lefthand corner of the Request Test/View Results for
Circuit screen contains the CST icon for opening the
CST Display, so you can see what the system time is.
The Request Test/View Results for Circuit
screen contains the following field:
CKL - drop-down list for selecting a circuit location
for the circuit you wish to test.
The Request Test/View Results for Circuit screen contains the following command buttons:
Click "Submit" after you have selected a CKL to request a test on this circuit.
Note about CKLs with Outstanding Tickets: You cannot request a test for a circuit/CKL with an open ticket. If there is an open ticket against the CKL you selected, the bottom frame of the Request Test/View Results for Circuit screen is filled with the Request Test - Tickets Open - Test Denied screen instead of the Determine Testability screen.
Click "Cancel" if you decide not to proceed with testing. The pop-up window closes.
The Determine Testability screen contains the
following field:
Trouble Type - drop-down list for selecting the trouble
type the circuit is experiencing. See the Glossary for a list of trouble types and their definitions.
The Determine Testability screen contains the
following command buttons:
Click "Submit" to determine the testability of this circuit.
The Request Test screen contains the following read-only fields:
Circuit ID - a read-only field that shows the circuit ID for which you want to request a test. This is the Common Language Circuit Identifier (CLCI) for the circuit concerned.
Recommended Test - the test the system recommends based on the type of circuit and the trouble type chosen.
Note about DS1 Circuits: There are no recommended tests for DS1 circuits.
Note about Untestable Circuits: If the circuit you submitted is not testable, there is no Recommended Test field and the only item in the Available Test drop-down list says "No Test Available."
Circuit ID of Site 1 (PE1) - a read-only field that applies to the Network Connectivity Ping Test type, which requires a circuit ID for both the local and a remote site.
The Request Test screen contains the following editable field:
Available Test - a drop-down list for selecting a test from for your circuit.
Notes about Available Tests:
Not all tests are available for a given circuit.
Available tests are listed in the order in which they should be run. For example, the Port Monitor Test should always be run before the PVC Monitor Test, so when appropriate the "Available Test" drop-down list will list the Port Monitor Test first.
Note about Intrusive Tests: The term "intrusive" means the test may affect service on the circuit being tested (see intrusive test).
The "Available Test" drop-down list will display the appropriate test type(s), depending on the selected circuit:
Auto Test - average duration 7 minutes (DS0) or 16 minutes (DS1). Intrusive test. Fully sectionalizes a DS0 or DS1 circuit.
Complete Auto Test - duration depends on user selection of range of minute intervals: 5-15, 10-25, 20-50, 30-70, 40-95, or 50-120. Intrusive test. Fully sectionalizes a DS1 circuit. Same as Auto Test except that you can define the duration of the intrusive portion of the test.
Note about Complete Auto Test: Complete Auto Test is typically run after an Auto Test. Therefore, it is a good idea to choose a test duration that is longer than 16 minutes (which is the span of an Auto Test on a DS1 circuit).
Enhanced Monitor - average duration 3 minutes (non-intrusive). Retrieves performance monitoring data on a DS1 circuit.
Exhaustive Auto Test - average duration 25 minutes (DS0) or 14 minutes (DS1). Intrusive test. Sectionalizes a DS1 circuit across all test points.
Port Monitor - 30 seconds, 2 minutes, or 5 minutes (non-intrusive). Monitors the Frame Relay, ATM, or AT&T port.
Note about Port Monitor Test and PVC Monitor Test: Port Monitor Test should always be run before running a PVC Monitor Test. The results from the Port Monitor Test will tell you whether or not you need to run the PVC Monitor Test. Port Monitor Test and PVC Monitor Test cannot be performed on some circuits.
PVC Monitor - 30 seconds, 2 minutes, or 5 minutes (non-intrusive). Monitors the Frame Relay, ATM, or AT&T PVC.
Port Interface Test - Less than one minute (non-intrusive). 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.
Port Interface Test for AT&T Switched Ethernet Service℠ - 2 to 6 minute (non-intrusive). 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.
End to End EVC Continuity Test for AT&T Switched Ethernet Service℠ - 3 minutes minimum, maximum time based on the number of remote circuits chosen (non-intrusive). Performs a loopback test between two or more user network interfaces in the customer's AT&T Switched Ethernet Network.
Near End Connectivity Ping Test - Less than one minute (non-intrusive). 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.
Network Connectivity Ping Test - Less than one minute (non-intrusive). 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.
Far End Connectivity Ping Test - Less than one minute (non-intrusive). 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.
Quick Monitor Test - average duration 3 minutes (non-intrusive). Tests a DS1 circuit in the quickest time.
Quick Test - average duration 1 minute (intrusive). Determines if trouble exists on a circuit.
Depending on the test you selected from the "Available Test" drop-down list, the Request Test screen may display some of the following fields:
Test Duration - a drop-down list for selecting how long a Complete Auto Test, Port Monitor Test or PVC Monitor Test you want run on your circuit.
Choices for Complete Auto Test are:
5-15 minutes
10-25 minutes
20-50 minutes
70-70 minutes
40-95 minutes
50-120 minutes
Choices for Port Monitor Test or PVC Monitor Test are:
30 seconds
1 minute
2 minutes
5 minutes
This field applies to Complete Auto Test, Port Monitor Test, and PVC Monitor Test only, and is a mandatory field for these test types.
Test Interval - This drop down sets the duration of the Port Interface Test. By default, 1 minute will be selected.
Choices for Test Interval are:
1 minute
2 minutes
3 minutes
4 minutes
5 minutes
EVC ID - This field is required when End to End EVC Continuity Test is selected.
Remote Circuits - This field is required when End to End EVC Continuity Test is selected.
Note about Test Interval, EVC ID, and Remote Circuits: These test settings are for AT&T Switched Ethernet Service℠ circuits only.
Remote Circuit ID of Site 2 (PE2) - A read-only field that applies to the Far End Connectivity Ping Test and Network Connectivity Ping Test types. These test types require a circuit ID for a remote site, so populating this field is mandatory for these test types.
Notes on obtaining a remote circuit ID:
Before you can obtain a remote circuit ID for Site 2, you must obtain a PVC ID for Site 1 using the PVC/EPVC Test Data link.
After the PVC ID for Site 1 is populated, to obtain a remote circuit ID for Site 2, click on the command button Search for Remote Circuit ID (PE2), which opens the Search for Remote Circuit ID (PE2) screen. On this screen you can search for a remote circuit ID for Site 2. From the Search Results for Remote Circuit ID (PE2) screen, you can select the circuit ID for the remote site.
PVC/EPVC Test Data - a hyperlink that opens the PVC/EPVC Test Data screen, where you can choose a PVC/EPVC on which to run certain types of tests.
After selecting the PVC/EPVC, the PVC ID will display in the read-only PVC ID field.
Depending on the test type, the following fields may also be displayed:
Customer Equipment IP Address (Near End/Local) - for Near End Connectivity Ping Test. Populated automatically after selecting the PVC/EPVC on the PVC/EPVC Test Data screen.
Customer Equipment IP Address (Far End/Remote) - for Far End Connectivity Ping Test. Populated automatically after selecting the PVC/EPVC on the PVC/EPVC Test Data screen.
Notes on PVC/EPVC Test Data:
PVC/EPVC Test Data fields apply only to PVC Monitor Test, Port Interface Test, Near End Connectivity Ping Test, Network Connectivity Ping Test, or Far End Connectivity Ping Test types. Populating the PVC/EPVC Test Data fields is mandatory for these test types.
For the Network Connectivity Ping Test, the PVC/EPVC Test Data link appears twice - once for the Circuit ID of Site 1 (PE1) and again for the Remote Circuit ID of Site 2 (PE2). You must populate both fields by clicking on each PVC/EPVC Test Data link.
Initiator name and phone information (which comes from the User Profile):
Initiator First Name - the first name of the person requesting the test.
Initiator Last Name - the last name of the person requesting the test.
Initiator Phone - the telePhone Number of the person requesting the test.
Test Now - a radio button to tell eMaintenance that you wish to run this test now.
Schedule for - a radio button to tell eMaintenance that you wish to schedule this test for a later time.
To schedule a test, enter the date and time in the appropriate text boxes, then select AM/PM and the correct time zone from the drop-down lists provided.
Note about test scheduling: Some types of tests cannot be scheduled in advance. For these test types, the Test Now and Schedule for buttons will not appear.
Note: If you enter a date and time in these text boxes, the Schedule for radio button is automatically selected.
The Request Test screen contains a table with a short description of each available test. At the top of this table, the "Test quota remaining for this month" is provided, listing the number of tests remaining for this month. One test is subtracted from this total each time a test is submitted.
The Request Test screen contains the following command buttons:
Click "Submit" after you have selected an available test to request on this circuit.
Note: If the maximum test quota has been reached, the "Submit" button is not available.
If you have requested to run a test now:
A JavaScript message appears if the requested test is service-affecting. This message just serves as a reminder. Click "OK" to continue.
The Test Request Confirmation screen appears in the bottom frame, confirming that your test has been initiated and indicating the approximate time until completion. Click "OK" to close this confirmation message.
If you have scheduled a test, a Scheduled Test Confirmation message opens in a separate pop-up window. Click "Close to close this window.
Click "Reset Form" to restore the original values to the editable fields on the Request Test screen.
The PVC/EPVC Test Data screen is where you select the PVC/EPVC that you want to associate with the circuit you are requesting to be tested with a PVC Monitor Test, Port Interface Test, Near End Connectivity Ping Test, Network Connectivity Ping Test, and Far End Connectivity Ping Test.
The PVC/EPVC Test Data screen opens in a separate pop-up window when you click the "PVC/EPVC Test Data" hyperlink on the Request Test screen.
The PVC/EPVC Test Data Screen contains a PVC/EPVC Data List table that lists up to the first 300 PVCs/EPVCs related to the circuit you are requesting to be tested. On the top of this table is a line indicating the total number of PVCs/EPVCs (again, up to the first 300) associated with the circuit.
The PVC/EPVC Data List table contains the following columns of information (depending on how you are provisioned there may be more displayed):
Select PVC/EPVC.
PVC ID.
PVC Feature Type.
Customer Edge VLAN Bottom.
Network VLAN Top.
Network VLAN Bottom.
The PVC/EPVC Test Data screen contains the following button:
Click "OK" to submit the selected PVC/EPVC on which you want to run the test.
Note: If you click "OK" without choosing a PVC, an error message stating "Please select a PVC/EPVC" appears.
Click "Cancel" to close the PVC/EPVC Test Data screen without selecting a PVC.
After clicking "Search for Remote Circuit ID (PE2)" on the
Request Test screen, the
Search for Remote Circuit ID (PE2) screen appears.
This screen provides a Wild Card Search to help you select a circuit for testing.
Wild Card Search lets you narrow the search for
circuits by entering partial circuit information and a wildcard character.
Wild Card Search includes radio buttons to search on circuit ID,
circuit alias, or MCN (depending on how you are provisioned):
To search more efficiently, enter the
circuit ID serial number. For example, "090909" is the serial
number for circuit ID "AREC090909 ATI."
Searching by circuit alias lets you enter up to 20 characters, including
letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-),
underscores(_), and dots (.); and the percent sign (%) as the wildcard character.
This search method is available only if you are provisioned with the circuit
aliasing feature (in other words, the "Circuit Alias" radio
button does not appear if you are not provisioned for this privilege).
Searching by MCN lets you enter numbers and the percent sign (%) as a
wildcard character.
This search method is available only if you are provisioned with
more than one MCN (in other words, the "MCN" radio
button does not appear if you are provisioned with only one MCN).
Wild Card Search contains the following command buttons:
Click "Search" to initiate a search for the string
entered in the text box.
Note: If there were no circuits that matched your search criteria, the
screen displays a message that tells you so.
Near the top of the screen, a
small table displays your search criteria.
The Circuit Inventory - Search Results for Remote Circuit ID (PE2) screen contains a large table with your AT&T VPN circuit inventory. On the top of this table
is a line indicating the total number of circuits found and the numbers
of those currently being displayed. The Circuit Inventory table also
contains the following columns:
Select Circuit - radio buttons for selecting a circuit
on which to perform tasks.
Network Service - the AT&T service that is associated
with this circuit--in this case, AT&T VPN service.
Circuit ID - the Common Language Circuit Identifier (CLCI)
for the circuit concerned. The CLCI is a unique identifier for the circuit.
Circuit IDs are displayed without the segment name.
DLCI - the Data Link Connection Identifier.
The Circuit Inventory - Search Results for Remote Circuit ID (PE2) screen contains the
following command buttons, depending on how you are provisioned:
Click "Save Remote Circuit ID (PE2) to Test" to save the circuit ID
you selected and return to the Search for Remote Circuit ID (PE2) screen and continue with your test request.
Click "Next" to see more AT&T VPN circuits in your inventory.
Click "Previous" to return to the previous page of
circuits. If there are more than 100 items that matched your criteria but
you are on the first page of this table, this button will not appear. If
there are less than 100 items that match the information you submitted,
this button will not appear.
After clicking "Submit" on the
Request Test screen
(once you have determined testability and selected an appropriate test
on a circuit with no open tickets), the Test Request
Confirmation screen appears in the bottom frame of
the Request Test/View Results screen.
The Test Request Confirmation screen
contains a message stating that the test you requested is in progress.
It also lists the time the test should take to complete.
The Test Request Confirmation screen
contains the following button:
Click "OK" to close this message and wait for
the test results.
Note about Changed Circuit ID: 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, and the
Request Test - Tickets Open - Test Denied
screen will appear.
The Request Test - Tickets Open - Test Denied
screen contains a message telling you that this circuit has open tickets, the
number of currently open tickets, and a table containing the following columns
of information:
Ticket # - the ticket number assigned by AT&T eMaintenance.
Create Date - the date/time the ticket was created using AT&T eMaintenance.
If the ticket was not customer created, an AT&T technician created it.
Ticket Status/Detail - the status of the ticket:
Open/Active
Open/Cleared
Open/Customer Contested
Open/Customer Requested Close
Customer Reported Trouble Description - a description of the problem as
reported by the customer.
The Request Test - Tickets Open - Test Denied
screen contains the following button:
The top lefthand corner of the View Test Results for
Circuit screen contains the CST icon for opening the
CST Display, so you can see what the system
time is. Below this icon is a line indicating the
time (in Central Standard Time) this test was initiated.
The View Test Results for Circuit screen
provides the following sections of information:
The first section, Overall Summary, contains a high-level,
non-technical summary of the results. It also identifies when the test was
initiated.
The second section, Test Initiation Summary, summarizes the
testability of a circuit as well as the results of the test that you requested
and initiated.
The third section, Test Recommendations, provides additional
test result information and recommended actions the customer can take.
Test recommendations are provided
only as a result of one of the following tests:
Another section, Detailed Test Results, provides the results
from Test Auto-Status Notification.
This section appears when you click "View Details"; it replaces
the Overall Summary and Test Initiation Summary scroll-down
boxes.
Note about "Detailed Test Results": The
Detailed Test Results section (and the "View Details"
button you click to get there) does not appear on the
View Test Results for Circuit screen when the test run was a
Port Monitor Test, PVC Monitor Test, Far End Connectivity Ping Test, Near End Connectivity Ping Test,
Port Interface Test, or Network Connectivity Ping Test. It also does not appear if the test request was
for an OPT-E-WAN or AT&T Switched Ethernet Service℠ circuit.
To bring back Overall Summary and Test Initiation Summary,
click "Return to Summaries."
Note about Testability Status: If you selected a circuit with
a test status of "Testability," the information on the
View Test Results screen is limited
to the Overall Summary and Test Initiation Summary
sections, since the test has not yet completed and the test details are not yet
available.
The View Test Results for Circuit screen
contains the following command buttons:
Click "View Details" to see more detailed information.
Note: This command button does not apply for OPT-E-WAN or AT&T Switched Ethernet Service℠ tests.
The Detailed Test Results section appears on your screen.
After viewing the details, you can:
Click "Return to Summaries"
to return to the screen containing the summary text boxes.
Click "View Vercode Description"
to see more the list of vercodes
and their descriptions.
Click "Create Ticket" to create a ticket on this circuit.
(If you are a Read-Only user, this button is not available to you.)
Note: You can create a ticket if you still experience trouble with
the circuit. However, you should not create a ticket if the test was completed
over 60 minutes ago; instead; you should rerun the test to determine if the problem
has already been resolved.
When the Create Ticket for Circuit screen
opens, the "Comments" field is populated with the data contained
in the Overall Summary and Detailed Test Results fields
of the View Test Results screen.
Click "Delete Test Results" after viewing these test
results (you must delete these results before you can run another test on this
circuit/CKL).
Note: This button appears only if you are provisioned
with testing privileges. Additionally, if you are a Read-Only user,
this button is not available to you.
The Delete Test Result screen opens, stating that
the test results for that circuit have been deleted. Click "Yes"
to run a new test on this circuit or "No" to exit this screen.
Click "Delete Test Results for All Segments" if
the circuit you are working with is a multipoint circuit and you wish to delete
all its associated test results.
Note: This button appears only if you are provisioned with testing
privileges and if the circuit you are working with is a multipoint circuit
with test results for more than one segment. Additionally, if you are a Read-Only
user, this button is not available to you.
The Delete Test Result screen opens, stating that
the test results for all segments have been deleted. Click "Yes"
to run a new test on this circuit or "No" to exit this screen.
Click "Cancel" to exit the
View Test Results for Circuit screen.
The Print Preview of Test Results for Circuit screen
contains the following sections of information in a printer-friendly format:
The Overall Summary section contains a high-level, non-technical
summary of the test results. This section also states when the test was initiated.
The Test Initiation Summary section summarizes the testability
of a circuit and the results of the test that you requested and initiated.
The Test Recommendations section provides information
on recommended actions the customer can take based on the results from the
Port Monitor Test or PVC Monitor Test.
These recommendations are provided only as a result of a Port Monitor Test
or PVC Monitor Test.
The Detailed Test Results section provides the results of
the test from Test Auto-Status notification.
Note about "Detailed Test Results": The
Detailed Test Results section does not appear on the
View Test Results for Circuit screen
when the test run was a Port Monitor Test or a PVC Monitor Test.
The Print Preview of Test Results for Circuit
screen contains the following command buttons:
Click "Print" to print this page.
Your browser's Print window opens. From here,
simply follow your typical printing procedures.
Once you have run a test on a circuit, you must delete the results
from that test before you can run another. When you delete the test
results by clicking "Delete Test Results" or
"Delete Test Results for All Segments" on the
View Test Results for Circuit screen, the
Delete Test Result screen opens. See
Deleting Test Results for
further information.
The Delete Test Result screen contains the
following message:
"Test Results have been deleted for circuit xxxxxxxxxxx.
Do you want to run a new test on this circuit?"
The Delete Test Result screen contains
the following command buttons:
The top lefthand corner of the View Test Results for All Circuits/Phone Numbers screen contains the CST icon for opening the
CST Display, so you can see what the system time is.
The View Test Results for All Circuits/Phone Numbers screen contains the following fields in table format:
Circuit ID - the CLCI for the circuit that was tested. Circuit IDs are displayed without the segment name. For Local Services only, or Local Services with Local PRIME and/or Local Private Line, this column is labeled Circuit ID/Phone Number. Items in this column are hyperlinked to the test results or schedule test functionality for that particular circuit:
If you click a circuit ID link for a circuit with a status of Requested, Initiated, Completed, or Testability, the View Test Results for Circuit screen opens with the test results for that circuit.
If you click a circuit ID link for a circuit with a status of Testability, the information shown on the View Test Results for Circuit screen will be limited to the Overall Summary and Test Initiation Summary.
For tests with a status of Cancelled or Request Failed, clicking the circuit ID hyperlink opens the Reschedule a Test screen.
Segment - identifier for this portion, or leg, of a multipoint circuit. For Local Services only this column is labeled LEG. For Local Services with Local PRIME and/or Local Private Line this column is labeled Segment/LEG. If this is not a multipoint circuit, this table cell will be blank.
DLCI - the Data Link Connection Identifier for this circuit. This column only displays if you are provisioned for Domestic Frame Relay, International Frame Relay, Frame Relay Plus, or AT&T VPN network services.
Circuit Alias - the unique label created to quickly identify this particular circuit.
Test Status - the status of tests for each circuit ID. The following test statuses are possible:
Cancelled indicates that the scheduled test against this circuit was cancelled before it was performed. The term Cancelled is a hyperlink that, when clicked, opens a Cancellation Reason pop-up window containing the reason this test was cancelled.
Completed indicates that the requested test has been completed or ended. Click the circuit ID hyperlink to view the test results.
In Progress indicates that a test is currently being performed.
Initiated indicates the requested test has been started.
Request Failed indicates that this test has failed.
Requested indicates that an available test has been selected and submitted on the Request Test screen. AT&T eMaintenance has passed the test request to the AT&T test circuit system.
Scheduled indicates that the circuit has a scheduled test against it but this test has not yet been run.
Testability indicates that a circuit, CKL, and trouble type have been selected and submitted on the Determine Testability screen. AT&T eMaintenance is currently checking what tests are available and, if the circuit is DS0, what test is recommended.
Test Initiation - the date and time when the test was initiated. This field is blank if the Test Status is Testability.
The View Test Results for All Circuits/Phone Numbers screen contains the following AT&T eMaintenance task navigation button at the bottom of the screen:
Click "Refresh" to update the table of test results.
The Scheduled Tests screen lets you see all
tests that are currently scheduled for your circuits. From here, you can also
cancel tests or reschedule them for another time.
Note about Scheduling Tests: Tests are originally scheduled on the
Request Test screen.
Note for Read-Only Users: If you are a read-only user, you can view
currently scheduled tests but you cannot cancel or reschedule them.
The top lefthand corner of the Scheduled Tests
screen contains the CST icon for opening the CST Display,
so you can see what the system time is.
The Scheduled Tests screen contains a table with the following columns:
The Reschedule a Test screen lets
you change the time a test is scheduled to be run. The
Reschedule a Test screen
opens when you click "Reschedule Test" on the
Scheduled Tests screen.
The top lefthand corner of the Reschedule a Test
screen contains the CST icon for opening the CST Display,
so you can see what the system time is.
The Reschedule a Test screen contains
the following fields:
Date - a text box for entering the date to run the rescheduled test.
Time - a text box for entering the time to run the rescheduled test.
A drop-down list for selecting AM or PM.
A drop-down list for selecting the appropriate time zone.
The top lefthand corner of the Reschedule/Cancel a Test
screen contains the CST icon for opening the CST Display,
so you can see what the system time is.
The Reschedule/Cancel a Test screen contains the
following command buttons:
Click "Reschedule Test" to reschedule the
test on this circuit.
Click "Cancel Test" to cancel the currently
scheduled test for this circuit.
Click "Close" to close this window without changing
the currently scheduled test on this circuit.
The Work With Phone Numbers screen lets you
search for specific Phone Numbers for which AT&T has an MCN. From this screen,
you can view selected Phone Numbers, download your Toll Free number inventory,
and begin the ticket creation process for a Phone Number. See
Working with Phone Numbers for more
information.
Note: If you click the "Create Tickets for Phone Numbers"
link on the AT&T eMaintenance Home Page but are
not provisioned for Phone Number services, a pop-up window with the following error
message appears (where xxxx is either your Company Administrator or the
AT&T eMaintenance Service Center):
"Phone Number services are not provisioned for your
AT&T eMaintenance login and cannot be selected. If you want to be provisioned
for this service, please contact xxxx."
The Work With Phone Numbers screen contains
three sections, Create a Ticket for a Phone Number, Wild Card Search, and Display All Toll Free Numbers:
The Create a Ticket for a Phone Number section contains a text
box for entering the Phone Number on which you wish to create a ticket. Enter 10
or 11 digits in this text box. The Phone Number is validated after you click
"Submit."
Note for Read-Only Users: If you are a Read-Only user, the
Create a Ticket for a Phone Number function is not available to you.
The Create a Ticket for a Phone Number section contains the
following command buttons:
Click "Submit" to submit the Phone Number for
validation and ticket creation.
Note: The MCN search method is available only if
you are provisioned with more than one MCN (in other words,
the "MCN" radio button does not appear if
you are provisioned with only one MCN).
The Wild Card Search section contains
radio buttons for Toll Free number, city, state, zip code, and
MCN. Next to the "State" radio button is a
drop-down list for you to select the appropriate state.
The Wild Card Search section contains
the following command buttons, depending upon how you are provisioned:
Click "Search" to initiate the search for the string
entered in the text box.
Click "Clear Form" to clear all information from the form.
Click "Download Results" to download the
Toll Free number inventory for that search string into a file
you have designated on your computer. See
Downloading Toll Free Number Inventory Results
for the step-by-step procedure.
Note: If you click "Download Results"
when you have exceeded your quota, a Download
Quota Exceeded message appears telling you so.
Click "OK" to close this window.
Click "View MCNs" to view the MCN groups for
the Phone Number(s).
Note: This button appears only if you are a user in
a masquerading company
but are not provisioned to group MCNs.
The Display All Toll Free Numbers section allows you to display
all of your provisioned Toll Free Phone Numbers in your inventory. This is
the least time-efficient method of searching for a Toll Free number.
The Display All Toll Free Numbers section contains the following
command buttons:
Click "Display All TFNs" to display
all of your Toll Free numbers.
Click "Download All TFNs" to download your full Toll Free
number inventory to a file you have specified on your computer. See
Downloading Toll Free Number Inventory Results
for the step-by-step procedure.
Click "Administer MCNs" to create or
edit your current MCN group. This button
appears only if you are provisioned to group MCNs.
The Add/Edit TFN Aliases screen displays
a table of Toll Free numbers matching the criteria you selected on the
Work With Phone Numbers screen. This table contains a
"TFN Alias" column of text boxes in which you can add or
change a TFN alias for the corresponding Toll Free number. See
Adding/Editing TFN Aliases for more
information.
Note: You can add or edit TFN aliases only if your company
is provisioned for circuit/TFN aliasing AND if you are provisioned
with the edit circuit/TFN aliases privilege.
The table in the Add/Edit TFN Aliases
screen contains the following columns:
Toll Free Number - the Toll Free Telephone Number.
TFN Alias - an editable text box containing the current alias
for that TFN. Valid values include letters, numbers, spaces, commas (,),
ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.).
The maximum number of characters is 20.
Note about Changing Existing Aliases: When you change an
existing alias, a confirmation message pops up in a separate window.
Click "OK" to close this pop-up message.
Additionally, remeber that when you make a change to an
existing alias, that change affects your entire company. In other
words, if another user searches for a TFN under the previous alias
which you have changed, he/she will not find it because it no longer
exists for your company. Keep this in mind and use caution when
changing an alias that already exists.
The Add/Edit TFN Aliases screen
contains the following command buttons:
Click "Submit" to submit the changes you have made
to your list of TFN aliases.
Click "Reset Form" to return to the original
information in the table.
The Add/Edit TFN Alias for Toll Free Number
screen lets you add or change a TFN alias for a specific TFN
rather than viewing the list of all your TFN aliases.
Note: You can add or edit TFN aliases only if
your company is provisioned for circuit/TFN aliasing AND if you as
a user are provisioned with the edit circuit/TFN aliases privilege.
The Add/Edit TFN Alias for Toll Free Number
screen contains a text box for entering a new TFN alias or editing the
existing alias. If a TFN alias exists, the text box contains this alias,
which can be edited. If there is no TFN alias for this Toll Free number,
the text box is empty.
Note about Changing Existing Aliases: When you make a change to an
existing alias, that change affects your entire company. In other words, if
another user searches for a TFN under the previous alias which you have changed,
he/she will not find it because it no longer exists for your company. Keep this
in mind and use caution when changing an alias that already exists.
The Add/Edit TFN Alias for Toll Free Number
screen contains the following command buttons:
Click "Submit" to submit the new or changed TFN alias.
A TFN Alias Change Confirmation
message opens, stating that the TFNalias for this Toll Free number
has been changed.
Click "OK" to close this message.
Click "Cancel" to exit from this screen without
making changes.
Create Ticket for Phone Number - Invalid Phone Number Screen
If you have submitted an invalid Phone Number from the Work With Phone
Numbers screen, the Create Ticket for Phone Number
screen appears with a message stating that this Phone Number was not found or was
entered incorrectly.
The Create Ticket for Phone Number - Invalid Phone Number
screen contains the following command buttons:
Click "Edit Phone Number" to edit the Phone Number you
submitted or to try another number.
The Create Ticket for Phone Number screen lets you create tickets for Phone Numbers for which AT&T has an MCN. Once created, these tickets are then displayed in your ticket inventory or on the Auto-Status Notification screen. Fields and options vary depending on how you are provisioned. All possible fields and options are not listed.
The Create Ticket for Phone Number screen contains multiple sections and displays the Phone Number for which the ticket is being created. This Phone Number was validated when you submitted the ticket from the Work With Phone Numbers screen.
The Ticket Attributes section contains the following mandatory fields which must be completed before the ticket can be submitted:
Ticket Alias - a text box where you can enter a unique label to identify this ticket. You can later use this label as the search criterion for the ticket instead of ticket number, and for identifying this ticket on the Ticket Inventory screen, Auto-Status Notification screen, Related Tickets/History screen, and various Report screens. Valid characters are alphanumeric characters, comma (,), ampersand (&), single quotation mark ('), apostrophe ('), dash (-), underscore (_), and dot (.). You can enter up to 36 characters.
Trouble Type - drop-down list for selecting the type of trouble
the Phone Number is experiencing. This value does not change throughout the life
of the ticket.
The trouble types present in the drop-down list will depend upon the
Phone Number's service classification.
See the Glossary for a list of phone trouble types and their definitions.
Note about the "Other" Trouble Type: Selecting a
specific trouble type results in faster resolution to the problem. Select
"Other" only if you are not sure of the trouble type or if you
want assistance.
However, if you are trying to report that you are not being
prompted for an SDN authorization code when you should be:
Choose the "Other" trouble type on the
Create Ticket for Phone Number screen.
Describe the trouble in the "Trouble Description"
text box on the Create Ticket for Phone Number
screen.
When you make your trouble type selection, a pop-up window with a
questionnaire specific to that trouble opens. See
Phone Ticket Questionnaire Screens for
more information.
Outage Condition - drop-down list for selecting
the severity of the trouble. Possible values are:
Do you have Power to your Equipment: - radio buttons
to indicate whether there is power at the circuit location:
Yes
No
Unsure
Note about Power: If you select "No," you cannot
create a ticket. An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power.
Please check your equipment to be sure you have power. If you cannot access your
equipment to check the power, please select the Unsure option when creating the
ticket."
Do you want Service Assurance: - this field appears only if the network
service qualifies for Service Assurance (in the case of Phone Numbers, Inbound
Switched).
Dispatch Authorized - field with radio buttons for
pre-authorizing AT&T and your access provider to send repair
technicians to the reported location to isolate the problem. A fee
may be associated with the visit. (This field appears only if you
are working with Domestic services and a Phone Number with an MCN.)
Click "YES" to authorize dispatch or "NO"
if you want to be called for approval first.
The following fields may be used to provide more information about this
Phone Number and its trouble (required fields are shown in bold type):
Ticket Type - drop-down list for selecting the type of
ticket you are creating. Possible value is:
Customer Created - means that you want AT&T to resolve the problem.
Recurring Trouble - if this is repeated trouble, select
"Y." Select "N" if it is not.
If you answer yes, you are encouraged to indicate how many additional times
the trouble has happened.
"How often does the trouble occur?" - a text
box for filling in how many times you've experienced this trouble since the
first time.
Trouble Description - a text box for describing the trouble
(255 characters maximum).
Comments - a text box for entering a more detailed description
about the type of trouble (1600 characters maximum).
Information in the Contact Information and Reported By sections come
directly from the User Profile and the person reporting the trouble. The
Contact Information and Reported By sections contain the following fields
of information:
Contact First Name - a text box for adding/editing the first
name of the person who is handling this trouble ticket.
Contact Last Name - a text box for adding/editing the last
name of the person who is handling this trouble ticket.
Contact Phone - a text box for adding/editing the Phone Number
of the person who is handling this trouble ticket.
This field accepts a minimum of 10 numerics and a maximum
of 25 characters (including letters, blanks, dashes, or plus signs).
The Phone Number entered here is the one AT&T calls to report
progress on the ticket.
Prompt #/Extension - a text box for prompt number or
phone extension for the progress contact person.
This field accepts a maximum of 15 numerics, and allows blanks,
dashes, slashes, commas, asterisks, and pound signs.
Reported By First Name - a text box for adding/editing the
first name of the person who reported this trouble.
Reported By Last Name - a text box for adding/editing the last
name of the person who reported this trouble.
Reported By Phone - a text box for adding/editing the
Phone Number of the person who reported this trouble.
This field accepts a minimum of 10 numerics and a maximum of 25
characters (including letters, blanks, dashes, or plus signs).
Contact Hours From/To - text boxes to indicate the
time frame (in local time) within which the person who reported the
trouble can be contacted.
Contact Hours Note - a text box for a note about contact hours.
This field accepts a maximum of 20 characters, and all special
characters are allowed. If this field is populated in the user profile, it will be truncated here if it is over 20 characters.
Prompt #/Extension - a text box for prompt number or phone extention
for the person who reported the trouble.
This field accepts a maximum of 15 numerics, and allows blanks,
dashes, slashes, commas, asterisks, and pound signs.
The Phone Number Location section contains editable
fields populated with default information, including
User Profile
information, associated with this Phone Number. Required fields are
shown in bold type. The Phone Number Location
fields are as follows:
Company Name - a text box for adding/editing the company
name of the customer associated with the Phone Number.
Street - a text box for adding/editing the street
address associated with the Phone Number.
City - a text box for adding/editing the city
associated with the Phone Number.
State - a text box for adding/editing the state associated
with the Phone Number.
Zip Code - a text box for adding/editing the ZIP code
associated with the Phone Number.
Country - a text box for adding/editing the country
associated with the Phone Number. (The default is USA.)
If the network service is domestic, the field is populated with USA. If the
network service is international, the field displays the country name associated
with the Phone Number.
Note about Country Codes: If AT&T eMaintenance does not recognize the
country name, a two-character country code is displayed. See
Country Codes
to find the corresponding country name.
Room - a text box for adding/editing the room associated
with the Phone Number.
Floor - a text box for adding/editing the floor associated
with the Phone Number.
Contact Name - a text box for adding/editing the name of the
contact person at the location associated with the Phone Number.
Phone - a text box for adding/editing the Phone Number of the
contact person at the location associated with the Phone Number.
CPE Vendor - a text box for adding/editing the company that sells the
customer premises equipment.
CPE Type - a text box for adding/editing the type of customer
premises equipment.
Location Access Hours From/To - text boxes for the time period
(in local time) for each day of the week during which the person listed in the
"Contact Name" field can be reached.
The Create Ticket for Phone Number screen
contains the following command buttons:
Click "Submit" after you have reviewed/entered
all the required information for this ticket.
A Ticket Create Confirmation
message opens, listing the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message and
return to the Create Ticket for Phone Number
screen.
A Ticket Submission Confirmation
message now appears on the screen, which includes information on how to
track the ticket, and the ticket number, which links to the
View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket
Submission Confirmation message screen.
When you create a ticket for a Phone Number and select
your trouble type on the Create Ticket for Phone Number
screen, a separate pop-up window opens. This window contains
a questionnaire that pertains to the trouble type you've selected.
The title of the individual questionnaire pop-up window is the name
of the trouble type you have selected.
Filling out the Phone Ticket Questionnaire
greatly expedites trouble resolution by providing AT&T with more specific
information than trouble type alone.
See the Glossary for a list of possible trouble types for phone tickets.
Note about the "Other" Trouble Type: If
you chose the "Other" trouble type on the
Create Ticket for Phone Number screen
to report that you are not being prompted for an SDN authorization
code when you should be:
Fill in the "Authorization Code" field
on the Phone Ticket Questionnaire Screen.
Each Phone Ticket Questionnaire
contains text boxes, radio buttons, and drop-down lists for
answering general questions and questions specific to the trouble
you are experiencing.
General questions found on each Phone Ticket Questionnaire include:
Calling From - text box for entering the Phone Number from which a
call was placed that experienced the reported trouble. This field name will
be bold if it is mandatory for the questionnaire.
The "Calling From" Phone Number:
Must be 10 digits
Cannot be the same as the "Calling To" Phone Number
Cannot contain all the same number (e.g., 5555555555)
Cannot have a leading zero
Cannot be 1234567890
Cannot contain a pattern such as 121212121212 or 232323232323
Note about "Calling From" and "Calling
To" Fields: These fields are mandatory when creating a ticket
on a Phone Number with whose Type of Service
is one of the following: (a Phone Number's
Type of Service is listed on the
View/Edit Details for Toll Free Number Screen):
1SDL (SDN LESA with OneNet)
1SDW (SDN Switched Access with OneNet)
CADS (Clear Advantage)
MTSB (Message Telephone Service - Business)
MTSR (Message Telephone Service - Residential)
MTSS (Message Telephone Service)
SDNL (SDN LESA)
SDNW (SDN Switched Access)
UMGP (Megacomm Plus [Switched] with Uniplan)
Calling To - text box for entering the Phone Number to which a
call was placed that experienced the reported trouble. This field name will
be bold if it is mandatory for the questionnaire.
The "Calling To" Phone Number:
May enter up to 18 digits if the Calling To number starts with 011
If the Calling To number does not start with 011, must contain exactly 10 digits
Cannot be the same as the "Calling From" Phone Number
Cannot contain all the same number (e.g., 5555555555)
Can have a leading zero
Cannot be 1234567890
Cannot contain a pattern such as 121212121212 or 232323232323
Authorization Code: A text box for entering the 1- to 15-digit SDN
authorization code used to reach the "Calling To" number.
Specific questions narrow down the problem based
upon the trouble type chosen. For example, the following
specific questions appear on the
CrosstalkPhone Ticket Questionnaire:
The crosstalk is present on:
All calls
One number
What type of calls do you get crosstalk on?:
Incoming
Outgoing
Can you speak to the person whose phone line you
are crossed with?:
Yes
No
What calls is crosstalk present on?:
Long distance
Local
Both
Which party hears the crosstalk?:
Caller
Called party
Both
All Phone Ticket Questionnaires
contain the following command buttons:
Click "Done" to submit the questionnaire
to AT&T eMaintenance.
Click "Clear" to clear your answers from the form.
The Toll Free Number Inventory screen
lists all Toll Free numbers that match the search criteria you selected
in Search for Toll Free Numbers
on the Work With Phone Numbers screen.
Note: If there were no Toll Free numbers that matched your
search criteria, the Toll Free Number Inventory
screen contains a message that tells you so.
At the top of the Toll Free Number Inventory screen is a small table listing your search criteria. Click the + signs to view your search criteria. Click the "Edit Search Criteria" hyperlink to return to the Work With Phone Numbers screen to refine your search. In addition, this table may contain a hyperlink to the Current MCN Group screen. If you are a masquerading user, your active subdivision name appears here.
The Toll Free Number Inventory screen contains a large table with your actual Toll Free number inventory. On the top of this table is a line indicating the total number of Toll Free numbers found and the numbers of those currently being displayed. The Toll Free Number Inventory table contains the following table columns:
Select TFN - radio buttons for selecting a Toll Free number
on which to perform tasks.
Toll Free Number - the Toll Free telePhone Number.
TFN Alias - the the unique label created to identify a particular Toll Free
telePhone Number. This column appears only if you are provisioned for circuit/TFN aliasing.
Open Tickets - the number of tickets open against
that Toll Free Phone Number.
The Toll Free Number Inventory
screen contains the following AT&T eMaintenance task and navigation
buttons at the bottom of the screen:
Click "Download Results" to download the Toll Free number
inventory for this search string to a file you have designated on your computer. See
Downloading Toll Free Number Inventory Results
for the step-by-step procedure.
Note: If you click "Download Results" when
you have exceeded your quota, a Download Quota
Exceeded message appears telling you so. Click
"OK" to close this window.
Click "Search All Subdivisions" to search your
subdivisions for Toll Free numbers.
Note: This button appears only if the
Toll Free Number Inventory search returned
"No records found matching the search criteria" and
only if you are a masquerading user.
Click "Create Ticket" to create a ticket for
the selected Toll Free number.
Click "Show Related Tickets" to show
tickets related to the selected Toll Free number.
The Related Tickets/History for Service ID screen
opens. This screen displays the open and closed tickets for the selected phone
number. The task navigation buttons in the secondary task button frame at the
bottom of the page change to those appropriate for working with tickets.
Click "View/Edit TFN Details" to view or edit
contact information for the selected Toll Free number.
The Circuit Inventory for Toll Free Number
screen lists the circuits associated for the particular Toll Free number
selected from your Toll Free Number Inventory.
Note: If there were no circuits that matched your search criteria, the
Circuit Inventory for Toll Free Number screen
contains a message that tells you so.
At the top of the Circuit Inventory for Toll
Free Number screen is a small table listing your search
criteria. In addition, this table may contain a hyperlink
to the Current MCN Group screen. If you
are a masquerading user, your
active subdivision name appears here.
The Circuit Inventory for Toll Free Number screen
contains a large table with your actual inventory. On the top of this table is a
line indicating the total number of circuits found for this Toll Free numbers and
the numbers of those circuits currently being displayed. The Circuit Inventory for
Toll Free Number Inventory table contains the following table columns:
Select Circuit - radio buttons for selecting a
circuit on which to perform tasks.
Circuit ID - the Common Language Circuit Identifier (CLCI)
for the circuit concerned. Circuit IDs are displayed without the segment
name. Circuit ID may be in serial
or telePhone Number format.
Action Point Number - the termination on the inbound number that
encountered trouble.
Circuit Alias - the unique label created to quickly identify a
particular circuit. This column appears only if you are provisioned for
circuit aliasing.
Open Tickets - the number of tickets open against that Toll Free
Phone Number.
The Circuit Inventory for Toll Free Number
screen contains the following command buttons:
Click "Next" to see more circuits in this inventory.
The Circuit Inventory for Toll Free Number screen
shows 100 circuits per page. If there are less than 100 circuits in your inventory,
the "Next" button will not appear.
Click "Previous" to return to the previous page of circuits.
If there are more than 100 items that matched your criteria but you are on the
first page of this table, this button will not appear. If there are less than
100 items that match the information you submitted, this button will not appear.
Note: If you click "Download Results" when you have exceeded your quota, a Download Quota Exceeded message appears telling you so. Click
"OK" to close this window.
Click "Search All Subdivisions" to search your subdivisions for circuits for this Toll Free number.
Note: This button appears only if the Circuit Inventory for Toll Free Number search returned "No records found matching the search criteria"
and only if you are a masquerading user.
The Circuit Inventory for Toll Free Number screen contains the following AT&T eMaintenance task navigation buttons at the bottom of the screen:
Click "Create Ticket" to create a ticket for
the selected circuit.
Note about Toll Free Details: AT&T may need to have
access to this site to isolate or fix a problem.
Therefore, AT&T (or its supplier) may need to call the contact person
at this site, so it is important that the information to keep this information
up-to-date. See
Modifying/Updating Toll Free Number Contact Information
for the step-by-step procedure.
The View/Edit Details for Toll Free Number screen
contains the following read-only fields:
Advanced Feature Indicator - Yes or No.
Type of Service - the service offering provisioned for this Phone Number.
APN/POTS Terminations - terminating number codes for this Phone Number.
Service Assurance Indicator - indicates that Service Assurance was requested.
This field will not appear if Service Assurance was not requested.
Service Type - the service type for the Toll Free number.
Note: This link only appears if you are provisioned with
Advanced Features.
Company Name - the name of the company.
The View/Edit Details for Toll Free Number
screen contains the following editable fields (mandatory fields are indicated
by bold type):
Street Address - a text box for updating the street address
associated with the Toll Free number.
Room - a text box for updating the room number associated with the
Toll Free number.
Floor - a text box for updating the floor associated with the
Toll Free number.
City - a text box for updating the city associated with
the Toll Free number.
State - a text box for updating the state associated with
the Toll Free number.
ZIP Code - a text box for updating the ZIP code associated
with the Toll Free number.
Contact Name - a text box for updating the name of the
contact person at the location associated with the Toll Free number.
Phone - a text box for adding the Phone Number of the
contact person for this Toll Free number.
CPE Vendor - the company that sells the customer premises equipment.
CPE Type - the category for the customer premises equipment.
Location Access Hours - the time frame (local time in HH:MM format)
for each day of the week during which the person who reported the trouble can
be reached.
The View/Edit Details for Toll Free Number
screen contains the following command buttons:
Click "Submit Modifications" to submit the changes
you have made for this Phone Number.
Click "Reset Form" to return to the original information
in the table.
Click "Cancel" to exit from this window without making
any changes.
The Advanced Features for Toll Free Number
screen lets you see the individual Advanced Features the Toll Free Phone Number is provisioned for.
The Advanced Features for Toll Free Number
screen opens in a separate pop-up window when you click the
"View Advanced Features" hyperlink on the
View/Edit Details for Toll Free Number screen.
Advanced Features information is displayed on the
Advanced Features for Toll Free Number screen
as follows:
Routing Features:
Area Code Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Area Code Routing.
Time Manager Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Time Manager.
Day Manager Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Day Manager.
Call Allocator Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Call Allocator.
Exchange Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Exchange Routing.
Annoucement Features:
Call Prompter Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Call Prompter.
Digit Prompter Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Digit Prompter.
Courtesy Response Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Courtesy Response.
Enroute Announcement Indicator -
indicates, by "Y" or "N," whether or not
this Toll Free number has
Enroute Announcement.
Network Queuing -
indicates the type of Network Queuing
this Toll Free number has. Options include Fixed Queue or Variable Queue.
The Work With Local Services screen is divided into two sections when provisioned for Local services only, or Local services with Local PRIME and/or Local Private Line services:
The Work With Local Services screen is divided into two or three sections, depending upon how you are provisioned for Local PRIME and/or Local Private Line:
The Service ID Search section for Local services only, or Local services with Local PRIME and/or Local Private Line services, allows you to search efficiently from a limited view of your Local Services by providing radio buttons to search on Serial Circuits, Message Trunk, Carrier Circuits, Circuit Format Telephone Number, or 2/6 Code. Depending on how you are provisioned, not all search options may be available. Mandatory fields are marked, and instructions are on the screen.
Note: Depending on how you are provisioned, you may be required to select a state.
Service ID Search contains the following command buttons:
Click "Search" to initiate a search for the search string entered.
The Search for Service IDs section contains either the Wild Card Search or Selective Search subsection, depending upon how you are provisioned for Local PRIME and/or Local Private Line:
Wild Card Search - lets you narrow the search for
circuits by entering partial information and a wildcard character.
Note: If you are provisioned for Selective Search, the Wild Card
Search subsection does not appear on your screen.
Wild Card Search includes checkboxes for narrowing your search down to
Local Private Line or Local PRIME service IDs.
Wild Card Search includes radio buttons to search on Local service ID,
BES BAN, or service ID alias (depending on how you are provisioned):
Searching by a specific Local service ID or set of service
IDs using a wildcard in the search string lets you enter part
of a service ID to retrieve any matches.
Notes about Searching by Local Service IDs:
If the Local service ID for which you are searching contains a special character that produces an error message from AT&T eMaintenance, you can enter a "%" in place of that character.
Characters that are accepted without error for Local service ID
searches include: letters, numbers, spaces, commas (,), dots (.),
dashes (-), forward slashes (/), left parentheses ( ( ), right
parentheses ( ) ), asterisks (*), equals signs (=), left square
([) brackets, right square brackets (]), and tildes (~).
The Local service ID search does not automatically take the
first portion and search for that portion plus any characters that
follow it the way circuit searches do.
In other words, if you are only sure of the middle portion of a Local
service ID, use a "%" wildcard character before and after
the portion you are sure of. This way, you will retrieve service IDs that
have characters after the middle portion and not just those service IDs
that (if any) end with the middle portion.
Searching by service ID alias lets you enter up to 20 characters,
including letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('),
dashes (-), underscores(_), and dots (.); and the percent
sign (%) as the wildcard character.
Note about Service ID Alias Searches: If you cannot find the
service ID alias you want, try entering a partial string in the text box.
Service ID alias search is not case-sensitive.
This "service ID alias" search method
is available only if you are provisioned with the circuit aliasing
feature (in other words, the "Service ID Alias" radio
button does not appear if you are not provisioned for this privilege).
Searching by BES BAN lets you enter letters, numbers, ampersands (&),
and the percent sign (%) as a wildcard character.
This search method is available only if you are provisioned with
more than one BES BAN (in other words, the "BES BAN"
radio button does not appear if you are provisioned with only one BES BAN).
Wild Card Search contains the following command buttons, based
upon how you have been provisioned:
Click "Search" to initiate a search
for the string entered in the text box.
Click "Clear" to clear all information on the form.
Click "Add/Edit Service ID Alias" to add or edit
a service ID alias to your Local service IDs. This button
appears only if you are provisioned with the circuit aliasing privilege.
Click "Download Results" to download the Local service ID inventory
for the search string into a file you have designated on your computer. See
Downloading Local Services Inventory Results
for the step-by-step procedure.
Note: If you click "Download Results"
when you have exceeded your quota, a separate pop-up window opens
with a Download Quota Exceeded
message telling you so. Click "OK"
to close this message.
Selective Search - Selective Search allows you to search efficiently from a limited view of your Local Services inventory. This section appears only if you are provisioned for this feature; it replaces Wild Card Search and Display All Circuits.
Selective Card Search includes checkboxes for narrowing your search down to Local Private Line or Local PRIME service IDs.
Selective Search includes radio buttons to search on Local service ID, BES BAN, or service ID alias (depending on how you are provisioned):
To search on Local service ID, BES BAN, or service ID alias, DLCI, or subnet name, you must enter at least one character in the text box.
Selective Search contains the following command buttons, based upon how you are provisioned:
Click "Search" to initiate a search for the search string entered in the text box.
Click "Download Results" to download the Local service ID inventory for the search string to a file you have designated on your computer. See Downloading Local Services Inventory Results
for the step-by-step procedure.
Note: If you click "Download Results" when you have exceeded your quota, a Download
Quota Exceeded message appears telling you so. Click "OK" to close this message.
Click "Cancel" if you decide not to proceed.
The Display All Service IDs section lets you display or download all of the Local service IDs in your inventory.
Note: If you are provisioned for Selective Search, the Display All Service IDs section does not appear on your screen.
The Display All Service IDs section contains the following command buttons:
Click "Display All Service IDs" to display all of the Local service IDs in your inventory.
Note: This is the most inefficient and time-consuming method of searching for a Local service ID.
An Efficient Search Advisory
message opens in a separate pop-up window, warning you that this method lengthens the time the system spends searching for Local service IDs.
Click "OK" to continue with Display All Circuits or click "Cancel" if you wish to change
your search method.
You can disable this warning message by editing the preferences in your User Profile. See
View/Edit User Profile Screen for the step-by-step procedure.
Click "Download All Service IDs" to download your full Local service ID inventory into a file you designate on your own PC.
See Downloading Local Service ID Inventory Results for the step-by-step procedure.
Note: If you click "Download All Service IDs" when you have exceeded your download quota for the month, a Download Quota Exceeded message appears to tell you so. Click "OK" to close this window, then
contact your Company Administrator if you need a higher quota.
Click "Administer BES BANs" to create or edit your current BES BAN Group.
Note: This button appears only if you are provisioned for Local Service and with the privilege of grouping BES BANs. You can administer (create or edit) a BES BAN group only if you are provisioned with the Ability to Group BES BANs.
In addition, this button does not appear if you are provisioned with the Selective Search feature.
Near the top of the Local Services Inventory
screen, a small table contains your Search Option and Search String search
criteria. Click the + sign to display.
Click the "Edit search criteria" hyperlink to return to the Work With Local Services screen.
If you are
a masquerading user, your active subdivision name appears here.
Note: If there were no service IDs that matched your search criteria, the Local Services Inventory screen displays a message that tells you so.
The Local Services Inventory screen contains a table with your actual Local service ID inventory. On the top of this table, the total number of circuits found is listed. Depending on how you are provisioned, you may see a state drop-down to assist in locating your circuit. The Local Services Inventory table contains the following table columns, again, depending on how you are provisioned:
Note: For POTS TN search results the table will contain the matching Phone Number/Telephone Circuit.
Select Service ID - radio buttons for selecting a service ID on which to perform tasks.
Local Network Service or Network Service - the network service.
Local Service ID or Phone Number/Telephone Circuit - the Local service ID or phone number matching the search string.
Service ID Alias - the unique label created to quickly identify this particular Local service ID. This column appears only if you are provisioned for circuit aliasing.
Open Tickets - the number of open tickets against this Local circuit.
The Local Services Inventory screen contains the following AT&T eMaintenance task and navigation buttons at the bottom of the screen depending on how you are provisioned:
Click "Create Ticket" to create a ticket for the
selected Local service ID.
Click "Create Unresolved Ticket" to create an unresolved ticket for a Local service ID you cannot find in your inventory.
Note: If you are provisioned with Local services only, or Local services with Local PRIME and/or Local Private Line, you are not able to create an unresolved ticket.
Click "Show Related Tickets/History" to show tickets related to the selected service ID.
The Related Tickets/History for Service ID screen opens. This screen displays the open and closed tickets for the selected service ID. The task navigation buttons in the secondary task button frame at the bottom of the page change to those appropriate for working with tickets.
Click "View/Edit Service ID Details" to view or edit information for the selected Local service ID.
Note: If you click this button but have selected an untestable circuit, an appropriate message appears in a pop-up window telling you so. See Rules for Testing for the restrictions pertaining to circuit testing.
Click "Add/Edit Service ID Alias" to add or change a service ID alias for the selected service ID.
Note: This button appears only if you are provisioned with the circuit aliasing privilege.
Click "Message Notification" to work with email and pager message notification requests (see Using Message Notification for
more information).
Click "Download Results" to download this Local Services Inventory to a file you have designated on your computer. See Downloading Local Services Inventory Results for the step-by-step procedure.
Note: If you click "Download Results" when you have exceeded your quota, a Download Quota Exceeded message appears telling you so. Click "OK" to close this message.
The Creating/Editing a BES BAN Group
screen allows you to select a group of BES BANs for which you want to
perform AT&T eMaintenance functions in the current session.
Note: You can create or edit a BES BAN group only if you are
provisioned for Local Service and are provisioned with the
Ability to Group BES BANs.
The Creating/Editing a BES BAN Group
screen contains the following fields of information:
BES BAN Group - a scroll-down list containing the group
of BES BANs, sorted in ascending order, currently available to you for
the session.
Provisioned BES BAN List - a scroll-down list containing
the complete list of BES BANs, sorted in ascending order, provisioned for
your login.
Total Count of group BES BANs - the total number of
BES BANs listed in the BES BAN Group column. This total changes
dynamically as you add or delete BES BANs from the group.
The Creating/Editing a BES BAN Group screen
contains the following command buttons:
Click "Save BES BAN Group" to save the BES BANs
selected for the current session.
A BES BAN Group Selection confirmation message
appears in the same pop-up window, telling you that your change(s) have been saved.
Click "OK" to close this window, then reload any open
inventory screens and restart Auto-Status Notification
if it is running.
Click "Cancel" to exit without making any changes.
The Add/Edit Service ID Aliases screen displays a table of Local service IDs matching the criteria you selected on the Work With Local Services screen.
This table contains a "Service ID Alias" column of text boxes in which you can add or change a service ID alias for the corresponding Local service ID. See
Adding/Editing Service ID Aliases for Local Service IDs for the step-by-step procedure.
Note: You can add or edit service ID aliases only if your company is provisioned for circuit aliasing AND if you are provisioned with the edit circuit aliases privilege. You must also be provisioned for Local Services such as AT&T Local Private Line and/or Local Prime Circuits.
The table in the Add/Edit Service ID Aliases screen contains the following columns:
Local Service ID - the Local service ID.
Service ID Alias - an editable text box containing the current alias for that Local service ID. Valid values include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.
Note about Changing Existing Aliases: When you make a change to an existing alias, that change affects your entire company. In other words, if another user searches for a service ID under the previous alias which you have changed, he/she will not find it because it no longer exists for your company. Keep this in mind and use caution when changing an alias that already exists.
The Add/Edit Service ID Aliases screen contains the following command buttons:
Click "Submit" to submit the changes you have made to your list of service ID aliases.
The Add/Edit Service ID Alias Confirmation message appears in the popup window.
Click "Reset Form" to return to the original information in the table.
The Add/Edit Service ID Alias for Service ID screen lets you add or change a service ID alias for a specific service ID rather than viewing the list of all your service ID aliases.
Note: You can add or edit service ID aliases only if your company is provisioned for circuit aliasing AND if you are provisioned with the edit circuit aliases privilege. You must also be provisioned for Local Services such as AT&T Local Private Line and/or Local Prime Circuits.
The Add/Edit Service ID Alias for Service ID screen contains a text box for entering a new alias or editing the existing alias. If a service ID alias exists, the text box contains this alias, which can be edited. If there is no alias for this service ID, the text box is empty.
Note about Changing Existing Aliases: When you make a change to an existing alias, that change affects your entire company. In other words, if another user searches for a service ID under the previous alias which you have changed, he/she will not find it because it no longer exists for your company. Keep this in mind and use caution when changing an alias that already exists.
The Add/Edit Service ID Alias for Service ID screen contains the following command buttons:
Click "Submit" to submit the new or changed service ID alias.
A Service ID Alias Change Confirmation message opens, stating that the alias for this service ID has been changed. Click "OK" to close this message.
Click "Cancel" to exit from this screen without making changes.
The Create Ticket for Local Service ID screen is where you create an actual trouble ticket for reporting a problem on a Local service ID to AT&T. See Creating a Ticket for a Local Service ID for the step-by-step procedure.
The Create Ticket for Local Service ID screen is divided into two sections:
The top section consists of fields that you must complete, as follows:
Ticket Alias - a text box where you can enter a unique label to identify this ticket. You can later use this label as the search criteria for the ticket instead of the ticket number, and for identifying this ticket on the Ticket Inventory screen, Auto-Status Notification screen, Related Tickets/History screen, and various Report screens.
Valid characters for ticket alias are alphanumeric characters, comma (,), ampersand (&), single quotation mark ('), apostrophe ('), dash (-), underscore (_), and dot (.). You can enter up to 36 characters in this field.
Trouble Type - drop-down list for selecting the type of trouble on the service ID. This value does not change throughout the life of of the ticket. You can add to or modify the description when you create the ticket.
Possible Local PRIME trouble types and their definitions are listed in the Glossary.
Note about Local PRIME Trouble Types: If you select one of the questionnaire trouble types, a questionnaire opens in a separate pop-up window (see Local Ticket Questionnaire Screen for more information).
Possible Local Private Line trouble types and their definitions are listed in the Glossary.
Selecting a specific trouble type results in faster resolution to the problem. Select "Other" only if you are not sure of the trouble type or if you want assistance.
Outage Condition - drop-down list for choosing the severity of the trouble. Outage conditions include:
Do you have Power to your Equipment?: - radio buttons to indicate whether there is power at the service ID location:
Yes
No
Unsure
Note: If you select "No," you cannot create a ticket. An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power. Please check your equipment to be sure you have power. If you cannot access your equipment to check the power, please select the Unsure option when creating the ticket."
Dispatch Authorized - radio buttons for pre-authorizing AT&T and your access provider to send repair technicians to the reported location to isolate the problem. A fee may be associated with the visit. Click "YES" to authorize dispatch or "NO" if you want to be called for approval first.
The bottom section contains fields in which you add/edit information pertaining to the ticket being created.
Some fields in the Contact Information and SITE Information subsections contain default values, which you may change if necessary. Field names in bold type indicate required fields.
Ticket Type - drop-down list for selecting the type of ticket being created. Possible value is:
Customer Created - means that you want AT&T to resolve the problem.
Recurring Trouble - radio buttons for indicating whether the trouble has occurred before. Click "Y" for yes or "N" for no.
If you answer yes, you are encouraged to indicate how many additional times the trouble has happened.
"How many times the trouble recurred?" - a text box for filling in how many times you've experienced this trouble since the first time.
Trouble Description - a text box for describing the trouble (255 characters maximum).
Comments - a text box for you to enter a more detailed description about the trouble (1600 characters maximum).
The Contact Information and Reported By subsections provide information about the person identified as the contact for the ticket and the person who submitted the ticket, including the following fields (mandatory fields are in bold type):
Note: Any pre-populated information in this section comes from the User Profile; please verify that this information is correct before submitting the ticket.
Contact First Name - a text box for adding/editing the first name of the person who is handling this trouble ticket.
Contact Last Name - a text box for adding/editing the last name of the person who is handling this trouble ticket.
Contact Phone - a text box for adding/editing the Phone Number of the person who is handling this trouble ticket. This field accepts a minimum of 10 numerics and a maximum of 25 characters (including numbers, letters, blanks, dashes, or plus signs).
The Phone Number entered here is the one AT&T calls to provide progress on the ticket.
Prompt #/Extension - a text box for notes about or phone extension for the progress contact person. This field accepts a maximum of 15 numerics, and allows blanks, dashes, slashes, commas, asterisks, and pound signs.
Reported By First Name - a text box for adding/editing the first name of the person who reported this trouble.
Reported By Last Name - a text box for adding/editing the last name of the person who reported this trouble.
Reported By Phone - a text box for adding/editing the Phone Number of the person who reported this trouble. This field accepts a minimum of 10 numerics and a maximum of 25 characters (including letters, blanks, dashes, or plus signs).
Prompt #/Extension - a text box for adding notes about or phone extension for the person who reported the trouble. This field accepts a maximum of 15 numerics, and allows blanks, dashes, slashes, commas, asterisks, and pound signs.
Contact Hours From/To - text boxes to indicate the time period (in local time) during which the person reporting the trouble can be contacted.
Contact Hours Note - a text box for entering information regarding the contact hours.
This field accepts a maximum of 20 characters, and all special characters are allowed. If this field is populated in the user profile, it will be truncated here if it is over 20 characters.
The SITE Information subsection contains location and contact information about the site. Specifically, SITE Information includes the following fields (mandatory fields are in bold type):
Note: Any pre-populated information in this section comes from provisioned information; please verify that this information is correct before submitting the ticket.
Company Name - a text box for adding/editing the company name of the company at whose site the service ID is located.
Street - street address of this site.
City - city associated with this site.
State - state associated with this site.
Country - the country associated with this site.
Zip Code - ZIP code associated with this site.
Room - room associated with this site.
Floor - floor associated with this site.
Contact Name - a text box for adding/editing the name of the contact person at this site.
Phone - a text box for adding/editing the Phone Number of the contact person at this site. This field accepts a minimum of 10 numerics and a maximum of 25 characters (including numbers, letters, blanks, dashes, or plus signs).
SITE Access Hours From/To - text boxes for the time period (in local time) for each day of the week during which the person listed in the "Contact Name" field can be reached.
The Create Ticket for Local Service ID screen contains the following command buttons:
Click "Submit Ticket" after you have entered all the required information for this ticket.
A Ticket Create Confirmation message (before submission of ticket) window opens, listing the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message and return to the Create Ticket for
Local Service ID screen.
A Ticket Submission Confirmation message now appears on the screen, which includes information on how to
track the ticket, and the ticket number, which links to the View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket Submission Confirmation message screen.
Note: At present, the Message Notification feature is only supported for Local PRIME and Local Private Line circuits or tickets.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Save to Desktop" if you want to save the unsubmitted ticket information to your desktop so you can finish and submit it later. This feature is only available for Local services only, or Local services with Local PRIME and/or Local Private Line.
Click "Cancel" to to close this screen without making changes or creating the ticket.
The Create Ticket for Local Service Circuit screen is where you create a trouble ticket for reporting a problem on a Local services Circuit ID to AT&T. The Create Ticket for Local Service Circuit screen is actually the first of three steps (or pages) where you will enter information to report your trouble to AT&T. See Creating a Ticket for a Local Service Circuit for the step-by-step procedure.
The three Create Ticket for Local Service Circuit steps are labeled:
Step 1 of 3 - Trouble Description
Step 2 of 3 - Ticket Details
Step 3 of 3 - Access Hours
The Create Ticket for Local Service Circuit screen, Step 1 of 3 - Trouble Description, consists of these fields:
State - the state where the Circuit is located.
Leg - the segment the ticket will be created on only if the circuit has segments. This is a read only field.
Trouble Group - drop-down list for selecting the trouble group for the Local Service Circuit. This is a mandatory field.
Trouble Description - drop-down list for selecting the trouble description. Available list is based on the Trouble Group selection. This is a mandatory field.
NOTE: If you select a Trouble Group and Trouble Description, the Trouble Code will be automatically filled in for you.
Trouble Code - text field where you may enter the Trouble Code directly, if known. This is a mandatory field.
NOTE: If a correct Trouble Code is entered, the Trouble Group and Trouble Description fields will be automatically selected for you.
The Create Ticket for Local Service Circuit screen, Step 1 of 3 - Trouble Description, contains the following command buttons:
Click "Continue" to continue to Create Ticket for Local Service Circuit screen, Step 2 of 3 - Ticket Details.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Save to Desktop" if you want to save the unsubmitted ticket information to your desktop so you can finish and submit it later. This feature is only available for Local services only, or Local services with Local PRIME and/or Local Private Line.
Click "Cancel" to to close this screen without making changes or creating the ticket.
The Create Ticket for Local Service Circuit screen, Step 2 of 3 - Ticket Details, consists of these fields, depending on how you're provisioned:
Want to report EVCs in trouble? - click the hyperlink if you want to open the Report EVC Data Screen to report EVCs in trouble.
Note: When the Report EVC Data Screen opens, it lists EVCs related to the AT&T Switched Ethernet Service℠ circuit for which you are creating the ticket. Above the top of this table is a line indicating the total number of EVCs associated with the circuit.
Click the checkbox in front of the EVC(s) in trouble. You may select up to 5.
Do you have Power to your Equipment? - radio buttons to indicate whether there is power at the service ID location. This is a mandatory field.
Yes
No
Unsure
Note: If you select "No," you cannot create a ticket. An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power. Please check your equipment to be sure you have power. If you cannot access your equipment to check the power, please select the Unsure option when creating the ticket."
Authorize Intrusive Testing - radio buttons for authorizing AT&T to perform an intrusive test. This is a mandatory field.
YES (testing appropriate to your selected trouble type will be run by AT&T).
NO. I do not authorize AT&T to conduct an Intrusive Test. I must be contacted for authorization. (This option may delay problem resolution).
Note: If you authorize intrusive testing you must complete the information on the Create Ticket for Circuit screen, Step 3 of 3 - Access Hours.
Dispatch Authorized - radio buttons for authorizing AT&T to dispatch personnel.
YES. I authorize AT&T and my access provider to send someone to the reported location(s) if necessary to isolate the problem, realizing a fee will be charged it the trouble proves to be a non-AT&T network issue.
NO. Call me before sending a dispatch.
Note: The Dispatch Authorized field will not be displayed for Message Trunk Service ID's.
Ticket Alias - You may enter a ticket alias. This is an optional field.
Customer Circuit ID/Phone # - You may enter a circuit ID/phone # alias. This is an optional field.
Status Interval - A drop-down menu with the values NONE (default), 24 HRS, 48 HRS, and 72 HRS. This is an optional field.
TSP - a two character field for Telephone Priority code. This is an optional field.
Enter Additional Trouble Info - a text entry box for entering additional information. This is an optional field.
Name - pre-populated and editable. This is a mandatory field.
Phone - pre-populated and editable. This is a mandatory field.
Notify me by phone when the ticket status changes - a checkbox. When the checkbox is selected the radio buttons beneath will become available. This is an optional field.
Primary Phone - selecting the radio button activates the text box and populates it with the Contact Phone. Editing this number will also edit the Contact Phone for this ticket only.
Alternate Phone - selecting the radio button activates the text box so you can enter an alternate number for this ticket only.
Both (Please enter both the Phones) - selecting the radio button activates both the primary phone and alternate phone text boxes.
Notify me by email when the ticket status changes - a checkbox. When the checkbox is selected the radio buttons beneath will become available. This is an optional field and not available for users provisioned with Local Services only.
Primary Email - selecting the radio button activates the text box so you can enter an email address for this ticket only.
Alternate Eamil - selecting the radio button activates the text box so you can enter an alternate email address for this ticket only.
Both (Please enter both the Emails) - selecting the radio button activates both the primary email and alternate email text boxes.
The Create Ticket for Local Service Circuit screen, Step 2 of 3 - Ticket Details, contains the following command buttons:
Click "Continue" to continue to Create Ticket for Circuit screen, Step 3 of 3 - Access Hours.
Click "Previous" to return to Create Ticket for Circuit screen, Step 1 of 3 - Trouble Description. Note: The information entered on the current screen will be saved.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Save to Desktop" if you want to save the unsubmitted ticket information to your desktop so you can finish and submit it later. This feature is only available for Local services only, or Local services with Local PRIME and/or Local Private Line.
Click "Cancel" to close this screen without making changes or creating the ticket.
The Create Ticket for Local Service Circuit screen, Step 3 of 3 - Access Hours, consists of these fields:
Company Name - an editable text box. Only displays when circuit has no associated company name information. This is a mandatory field.
Address - an editable text box. Only displays when circuit has no associated address information. This is a mandatory field.
City - an editable text box. Only displays when circuit has no associated address information. This is an optional field.
State - an editable text box. Only displays when circuit has no associated address information. May be pre-populated. This is an optional field.
Contact Name - an editable text box. May be pre-populated. This is a mandatory field.
Phone - an editable text box. May be pre-populated. This is a mandatory field.
Offered Estimated Time to Repair Date/Time - this pre-populated field is calculated based on the Trouble Type.
Requested Repair Date/Time - a pair of text boxes to enter the requested repair date in mm/dd/yyyy format and the requested repair time in hh:mm format. This is an optional field.
Note: You may not request a repair date or time that is earlier than the Offered Estimated repair date and time.
Location Access Hours - select this radio button and enter up to three 4 hour access intervals per day. This is a mandatory field.
Test Access Hours - text boxes for the time period (in local time) for each day of the week during which an intrusive test may be performed. Select this radio button and enter up to three 4 hour intervals per day when an intrusive test may be performed. This is a mandatory field if intrusive testing has been authorized.
Note: Location Access Hours and Test Access Hours times must be entered in 24-hour format. For example, 1:12 PM would be entered as 13:12.
The Create Ticket for Local Service Circuit screen, Step 3 of 3 - Access Hours, contains the following command buttons:
Click "Submit Ticket" to submit the ticket to AT&T.
A Ticket Create Confirmation message (before submission of ticket) window opens, listing the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message and return to the Create Ticket for Local Service Circuit screen.
A Ticket Submission Confirmation message now appears on the screen, which includes information on how to track the ticket, and the ticket number, which links to the View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket Submission Confirmation message screen.
Click "Previous" to return to Create Ticket for Local Service Circuit screen, Step 2 of 3 - Trouble Details. Note: The information entered on the current screen will be saved.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Save to Desktop" if you want to save the unsubmitted ticket information to your desktop so you can finish and submit it later. This feature is only available for Local services only, or Local services with Local PRIME and/or Local Private Line.
Click "Cancel" to to close this screen without making changes or creating the ticket.
The Create Ticket for POTS TN screen is where you create a trouble ticket for reporting a problem on a Local services POTS telephone number to AT&T. The Create Ticket for POTS TN screen is actually the first of three steps (or pages) where you will enter information to report your trouble to AT&T. See Creating a Ticket for a POTS TN for the step-by-step procedure. Fields and options vary depending on how you are provisioned. All possible fields and options are not listed.
The three Create Ticket for POTS TN steps are labeled:
Step 1 of 3 - Trouble Description
Step 2 of 3 - Ticket Details
Step 3 of 3 - Access Hours
The Create Ticket for POTS TN screen, Step 1 of 3 - Trouble Description, consists of these fields:
State - the state where the POTS TN is located. This is a read only field.
DPA - the Different Premise Address for the POTS TN. This is a read only field and may be blank.
Trouble Group - drop-down list for selecting the trouble group for the POTS TN. This is a mandatory field.
Trouble Description - drop-down list for selecting the trouble description. Available list is based on the Trouble Group selection. This is a mandatory field.
NOTE: If you select a Trouble Group and Trouble Description, the Trouble Code will be automatically filled in for you.
Trouble Code - text field where you may enter the Trouble Code directly, if known. This is a mandatory field.
NOTE: If a correct Trouble Code is entered, the Trouble Group and Trouble Description fields will be automatically selected for you.
The Create Ticket for POTS TN screen, Step 1 of 3 - Trouble Description, contains the following command buttons:
Click "Continue" to continue to Create Ticket for POTS TN screen, Step 2 of 3 - Ticket Details.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Cancel" to to close this screen without making changes or creating the ticket.
The Create Ticket for POTS TN screen, Step 2 of 3 - Ticket Details, consists of these fields:
Do you have Power to your Equipment? - radio buttons to indicate whether there is power at the service ID location. This is a mandatory field.
Yes
No
Unsure
Note: If you select "No," you cannot create a ticket. An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power. Please check your equipment to be sure you have power. If you cannot access your equipment to check the power, please select the Unsure option when creating the ticket."
Authorize Intrusive Testing - radio buttons for authorizing AT&T to perform an intrusive test. This is a mandatory field.
YES (testing appropriate to your selected trouble type will be run by AT&T).
NO. I do not authorize AT&T to conduct an Intrusive Test. I must be contacted for authorization. (This option may delay problem resolution).
Note: If you authorize intrusive testing you must complete the information on the Create Ticket for POTS TN screen, Step 3 of 3 - Access Hours.
Dispatch Authorized - radio buttons for authorizing AT&T to dispatch personnel. This is a mandatory field.
YES. I authorize AT&T and my access provider to send someone to the reported location(s) if necessary to isolate the problem, realizing a fee will be charged it the trouble proves to be a non-AT&T network issue.
NO. Call me before sending a dispatch.
Ticket Alias - Enter an alias for your ticket. This is an optional field.
Customer Circuit ID/Phone # - Enter an alias for your phone number or circuit ID. This is an optional field.
Status Interval - A drop-down menu with the values NONE (default), 24 HRS, 48 HRS, and 72 HRS. This is an optional field.
TSP - a two character field for Telephone Priority code. This is an optional field.
Enter Additional Trouble Info - a text entry box for entering additional information. This is an optional field.
Name - pre-populated and editable. This is a mandatory field.
Phone - pre-populated and editable. This is a mandatory field.
Notify me by phone when the ticket status changes - a checkbox. When the checkbox is selected the radio buttons beneath will become available. This is an optional field.
Primary Phone - selecting the radio button activates the text box and populates it with the Contact Phone. Editing this number will also edit the Contact Phone for this ticket only.
Alternate Phone - selecting the radio button activates the text box so you can enter an alternate number for this ticket only.
Both (Please enter both the Phones) - selecting the radio button activates both the primary phone and alternate phone text boxes.
Notify me by email when the ticket status changes - a checkbox. When the checkbox is selected the radio buttons beneath will become available. This is an optional field and not available for Local Services only.
Primary Email - selecting the radio button activates the text box so you can enter an email address for this ticket only.
Alternate Email - selecting the radio button activates the text box so you can enter an alternate email address for this ticket only.
Both (Please enter both the Emails) - selecting the radio button activates both the primary email and alternate email text boxes.
The Create Ticket for POTS TN screen, Step 2 of 3 - Ticket Details, contains the following command buttons:
Click "Continue" to continue to Create Ticket for POTS TN screen, Step 3 of 3 - Access Hours.
Click "Previous" to return to Create Ticket for POTS TN screen, Step 1 of 3 - Trouble Description. Note: The information entered on the current screen will be saved.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Cancel" to to close this screen without making changes or creating the ticket.
The Create Ticket for POTS TN screen, Step 3 of 3 - Access Hours, consists of these fields:
Company Name - an editable text box. This field may be pre-populated. This is a mandatory field.
Street Address - an editable text box. This field may be pre-populated. This is a mandatory field.
City - an editable text box. This field may be pre-populated. This is an optional field.
State - an editable text box. This field may be pre-populated. This is an optional field.
Contact Name - an editable text box. This field may be pre-populated. This is a mandatory field.
Phone - an editable text box. This field may be pre-populated. This is a mandatory field.
Offered Estimated Time to Repair Date/Time - this pre-populated field is calculated based on the Trouble Type.
Requested Repair Date/Time - a pair of text boxes to enter the requested repair date in mm/dd/yyyy format and the requested repair time in hh:mm format. This is an optional field.
Note: You may not request a repair date or time that is earlier than the Offered Estimated repair date and time.
Location Access Hours - text boxes for the time period (in local time) for each day of the week during which the location may be accessed for maintenance. This is a mandatory field.
Test Access Hours - text boxes for the time period (in local 24-hour time) for each day of the week during which an intrusive test may be performed. This is a mandatory field if intrusive testing has been authorized.
Note: Location Access Hours and Test Access Hours times must be entered in 24-hour format. For example, 1:12 PM would be entered as 13:12.
The Create Ticket for POTS TN screen, Step 3 of 3 - Access Hours, contains the following command buttons:
Click "Submit Ticket" to submit the ticket to AT&T.
A Ticket Create Confirmation
message (before submission of ticket) window
opens, listing the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message
and return to the Create Ticket for
POTS TN screen.
A Ticket Submission Confirmation message now appears on the screen, which includes information on how to track the ticket, and the ticket number, which links to the View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket Submission Confirmation message screen.
Click "Previous" to return to Create Ticket for POTS TN screen, Step 2 of 3 - Trouble Details. Note: The information entered on the current screen will be saved.
Click "Reset Form" if you want to restore values present when you opened the screen.
Click "Cancel" to close this screen without making changes or creating the ticket.
When you create a ticket for a Local PRIME service ID and select a certain trouble type, a separate pop-up window opens. This window contains a questionnaire that pertains to the trouble type you've selected.
The title of the individual questionnaire pop-up window is the name of the trouble type you have selected.
Filling out the Local Ticket Questionnaire
greatly expedites trouble resolution by providing AT&T with more specific information than trouble type alone.
The trouble types that have questionnaires are as follows:
Each Local Ticket Questionnaire contains
text boxes, radio buttons, and drop-down lists for answering general questions
and questions specific to the trouble you are experiencing.
General questions found on most
Local Ticket Questionnaire screens include:
The trouble affects:
All numbers
Only the numbers below
Text box for entering the affected Phone Numbers
The trouble is:
Constant
Intermittent
Text box for entering details about the intermittent trouble
Specific questions narrow down the problem based upon the trouble
type chosen. For example, the following specific questions appear on the
Trouble With Features (Not Including Voice Mail) questionnaire:
Has this feature ever worked for you since you have had AT&T for Local Service?
Yes
No
Which of the following features are you having trouble with:
Call Forwarding
Call Waiting
Call Conferencing
Call Transferring
Remote Call Forwarding
Inbound Caller ID (I don't see the caller's information)
Outbound Caller ID (People I call see the wrong information for me on their Caller ID)
All Local Ticket Questionnaires contain the following command buttons:
Click "Done" to submit the questionnaire to AT&T eMaintenance.
Click "Clear" to clear your answers from the form.
The Create Unresolved Ticket for Local Service
screen lets you begin the process of creating a ticket on a Local service
ID that does not exist in the AT&T eMaintenance database.
Note: If you are provisioned with Local services only, or Local services with Local PRIME and/or Local Private Line, you are not able to create an unresolved ticket.
The Create Unresolved Ticket for Local Service
screen contains a Service ID text box for you to enter the Local service ID
in trouble.
The Create Unresolved Ticket for Local Service
screen contains the following command buttons:
Click "Submit" to continue creating an unresolved ticket
on this Local service ID.
Note: If you enter a Local service ID that exists in the
AT&T eMaintenance database, you will receive an error message like this:
The selected service ID is already found in your inventory. If you
want to create a ticket on this service ID, please reselect the service ID
and choose "Create Ticket."
Click "Cancel" to close this window without creating an
unresolved ticket.
Create Unresolved Ticket for Local Service ID Screen
The Create Unresolved Ticket for Local Service ID screen is where you create a trouble ticket for reporting a problem on a Local service ID that is not in the AT&T eMaintenance database. See Creating an Unresolved Ticket for a Local Service ID for the step-by-step procedure.
Note: If you are provisioned with Local services only, or Local services with Local PRIME and/or Local Private Line, you are not able to create an unresolved ticket.
The Create Unresolved Ticket for Local Service ID screen is divided into two sections:
The top section consists of fields that you must complete, as follows:
Trouble Type - drop-down list for selecting the type of trouble on the service ID. This value does not change throughout the life of of the ticket.
Possible Local PRIME trouble types and their definitions are listed in the Glossary.
Possible Local Private Line trouble types and their definitions are listed in the Glossary.
Selecting a specific trouble type results in faster resolution to the problem. Select "Other" only if you are not sure of the trouble type or if you want assistance.
Outage Condition - drop-down list for choosing the severity of the trouble. Outage conditions include:
Type of Service - drop-down list for selecting the appropriate Type of Service:
Local PRIME TOS Codes:
Voice Mail (TOS Code is LS_VM)
Voice Services DS0 (TOS Code is LS_VS)
Voice Services DS1 (TOS Code is LS_VS)
Voice Services TelePhone Number (TOS Code is LS_VS)
Local Private Line TOS Codes:
Cerftone (TOS Code is LS_CT)
Private Line Services OC3 (TOS Code is LS_OC03)
Private Line Services OC12 (TOS Code LS_OC12)
Private Line Services OC48 (TOS Code is LS_OC48)
Private Line Services DS0 (TOS Code is LS_PL0)
Private Line Services DS1 (TOS Code is LS_PL1)
Private Line Services DS3 (TOS Code is LS_PL3)
Private Line E1 (TOS Code is LS_PLE)
Private Line Video (TOS Code is LS_PLV)
Voice Services (TOS Code is LS_VS)
State - drop-down list for selecting the appropriate state.
City - drop-down list for selecting the appropriate city.
Note about Selecting a City: The list of cities in this field is generated by the state you chose. Simply choose the city in the same state that is closest to the service ID you are ticketing.
Do you have Power to your Equipment?: - radio buttons to indicate whether there is power at the service ID location:
Yes
No
Unsure
Note about Power: If you select "No," you cannot create a ticket. An error message like this appears in a separate pop-up window:
"A trouble ticket cannot be created if your equipment does not have power. Please check your equipment to be sure you have power. If you cannot access your equipment to check the power, please select the Unsure option when creating the ticket."
Dispatch Authorized - radio buttons for pre-authorizing AT&T and your access provider to send repair technicians to the reported location to isolate the problem. A fee may be associated with the visit.
Click "YES" to authorize dispatch or "NO" if you want to be called for approval first.
The bottom section contains fields in which you add/edit information pertaining to the ticket being created.
Some fields in the Contact Information and SITE Information subsections contain default values, which you may change if necessary. Field names in bold type indicate required fields.
Ticket Type - drop-down list for selecting the type of ticket being created. Possible value is:
Customer Created - means that you want AT&T to resolve the problem.
Recurring Trouble - radio buttons for indicating whether the trouble has occurred before. Click "Y" for yes or "N" for no.
If you answer yes, you are encouraged to indicate how many additional times the trouble has happened.
"How many times has the trouble recurred?" - a text box for filling in how many times you've experienced this trouble since the first time.
Trouble Description - a text box for describing the trouble (255 characters maximum).
Comments - a text box for you to enter a more detailed description about the trouble (1600 characters maximum).
The Contact Information subsection provides information about the person identified as the contact for the ticket and the person who submitted the ticket. Specifically, Contact Information includes the following fields (mandatory fields are in bold type):
Note: Any pre-populated information in this section comes from the User Profile; please verify that this information is correct before submitting the ticket.
First Name - a text box for adding/editing the first name of the person who is handling this trouble ticket.
Last Name - a text box for adding/editing the last name of the person who is handling this trouble ticket.
Phone - a text box for adding/editing the Phone Number of the person who is handling this trouble ticket. This field accepts a minimum of 10 numerics and a maximum of 25 characters (including numbers, letters, blanks, dashes, or plus signs).
The Phone Number entered here is the one AT&T calls to provide progress on the ticket.
Prompt #/Extension - a text box for notes about or phone extension for the progress contact person. This field accepts a maximum of 15 numerics, and allows blanks, dashes, slashes, commas, asterisks, and pound signs.
Reported By First Name - a text box for adding/editing the first name of the person who reported this trouble.
Reported By Last Name - a text box for adding/editing the last name of the person who reported this trouble.
Reported By Phone - a text box for adding/editing the Phone Number of the person who reported this trouble. This field accepts a minimum of 10 numerics and a maximum of 25 characters (including letters, blanks, dashes, or plus signs).
Prompt #/Extension - a text box for adding notes about or phone extension for the person who reported the trouble. This field accepts a maximum of 15 numerics, and allows blanks, dashes, slashes, commas, asterisks, and pound signs.
Contact Hours From/To - text boxes to indicate the time period (in local time) during which the person reporting the trouble can be contacted.
Contact Hours Note - a text box for entering information regarding the contact hours.
This field accepts a maximum of 20 characters, and all special characters are allowed. If this field is populated in the user profile, it will be truncated here if it is over 20 characters.
Ticket Alias - a text box where you can enter a unique label to identify this ticket. You can later use this label as the search criteria for the ticket instead of the ticket number, and for identifying this ticket on the Ticket Inventory screen, Auto-Status Notification screen, Related Tickets/History screen, and various Report screens.
Valid characters for ticket alias are alphanumeric characters, comma (,), ampersand (&), single quotation mark ('), apostrophe ('), dash (-), underscore (_), and dot (.). You can enter up to 36 characters in this field.
The SITE Information subsection contains location and
contact information about the site. Specifically, SITE Information
includes the following fields (mandatory fields are in bold type):
Note: Any pre-populated information in this section comes from
provisioning; please verify that this
information is correct before submitting the ticket.
Company Name - a text box for adding/editing the company
name of the company at whose site the service ID is located.
Street - street address of this site.
City - the city associated with this site.
State - the state associated with this site.
Country - the country associated with this site.
Note: If AT&T eMaintenance does not recognize the
country name, a two-character country code is displayed. See
Country Codes
to find the corresponding country name.
Zip Code - the ZIP code associated with this site.
Room - the room associated with this site.
Floor - the floor associated with this site.
Contact Name - a text box for adding/editing the name
of the contact person at this site.
Phone - a text box for adding/editing the Phone Number
of the contact person at this site. This field accepts a
minimum of 10 numerics and a maximum of 25 characters (including numbers,
letters, blanks, dashes, or plus signs).
SITE Access Hours From/To- text boxes for the time period
(in local time) for each day of the week during which the person listed
in the "Contact Name" field can be reached.
The Create Unresolved Ticket for Local Service ID
screen contains the following command buttons:
Click "Submit Ticket" after you have entered
all the required information for this ticket.
A Ticket Create Confirmation
message (before submission of ticket) window opens, listing
the options you have selected for this ticket:
If the options are correct, click "Submit."
If not, click "Cancel" to close this message
and return to the Create Unresolved Ticket for
Local Service ID screen.
A Ticket Submission Confirmation
message now appears on the screen, which includes information on how to
track the ticket, and the ticket number, which links to the
View/Edit Ticket screen:
Record the ticket number for your records, if necessary, then:
Click "OK" to close the Ticket
Submission Confirmation message screen.
The Desktop Saved Tickets screen lets you view a list of all the unsubmitted Local Services tickets you saved to your desktop to work on later.
Tickets are listed on a table with the following columns:
Select - radio button for selecting a ticket to work on.
Service ID - Service ID saved on the ticket.
Ticket Saved Date/Time (GMT) - date and time you saved the ticket to your desktop.
Trouble Type - the trouble type saved on the ticket.
Status - the status of the saved ticket. If the ticket was never submitted it will be Pending. If the ticket was submitted and rejected by AT&T the status will be Rejected.
The Desktop Saved Tickets screen contains the following buttons:
Click "Open/Edit" to open the ticket. Opening a ticket automatically deletes it from your saved list. Once open, you can edit and submit the ticket or resave it.
Click "Refresh" to refresh the list of saved tickets.
Click "Delete" to delete the ticket. Tickets will remain in your list until deleted, opened for editing and not resaved, or submitted.
Related Tickets/History for Local Service ID Screen
The Related Tickets/History for Service ID screen lets you view a list of all tickets related to a particular service ID (i.e., circuit, Phone Number, Local service ID).
Note: If no related tickets are found, a message telling you so is displayed.
Tickets are listed on a table with the following columns:
Select Ticket - radio buttons for selecting a ticket on which to perform tasks.
Ticket # - the ticket number assigned by AT&T eMaintenance.
Ticket Type - the type of ticket.
Ticket Alias - the unique label entered during ticket creation to quickly identify a ticket.
Create Date - the date/time the ticket was created using AT&T eMaintenance. If the ticket was not customer created, an AT&T technician created it.
Ticket Status - the status/detail of the ticket. The following is a list of all currently used Status/Detail labels:
Open - when a ticket has been created and routed to the appropriate work center, it is considered open. There are several open statuses within AT&T eMaintenance; each relates to a different stage of the trouble resolution process, as follows:
Open/Active - the ticket has been created successfully on the appropriate Customer Care Center technician work list. When you create a trouble ticket, it is initially listed as Open/Active. Open/Active can also mean that the ticket is being actively worked on.
Open/Deferred - the ticket has been deferred. This status is for users provisioned with Local Services only.
Open/Cleared - the ticket has been cleared by AT&T. The term "cleared" can mean either 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 the resolution of the problem and don't feel the ticket is ready to be closed, you can contest the ticket. If you do not close or contest the ticket within 24 hours after it has been cleared, AT&T automatically closes the ticket.
On the Related Tickets/History for Local Service ID table, the term "Open/Cleared" is a link you can click to close or contest the ticket.
If the ticket status is still Open/Cleared, a pop-up window opens with the message:
"This ticket has been cleared and is ready to be closed. Can AT&T close it? Unless AT&T hears from you, the ticket will be closed 24-25 hours after it was cleared."
Click "Yes" to request that the ticket be closed. The following message appears:
"Your request for closing Ticket # has been submitted"
If the status has changed to AT&T Closed, Open/Customer Requested Close, or Open/Customer Contested, a pop-up message opens identifying the new ticket status. Click "OK" to close the window.
Open/Customer Contested - the customer has disputed the ticket resolution and does not feel the ticket should be closed. The ticket cannot be closed by AT&T until the customer is satisfied that the trouble has been fixed.
Open/Customer Requested Close - the customer has requested that the ticket be closed, either as a response to an Open/Cleared state set by AT&T, or after the trouble was resolved internally by the customer. 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.
Trouble Type/Trouble Description - the trouble type for the problem associated with the circuit.
Clearance Code Description/Trouble Found - a description of the clearance code associated with this trouble.
Analysis Code Description - a description of the analysis code associated with this trouble. This column does not appear for Local Services only.
Clearance Summary/Close Out Narrative - a summary of the findings. This column only appears and contains data when closed tickets are returned in the search results.
Date/Time Restored - date and time of resolution. This column only contains data for the closed tickets returned in the search results. If there are no closed tickets in the search results, this column will not display.
Time to Repair/Total Duration - total outage duration. This column only contains data for the closed tickets returned in the search results. If there are no closed tickets in the search results, this column will not display.
The Related Tickets/History for Local Service ID screen contains the following AT&T eMaintenance task navigation buttons at the bottom of the screen:
Click "View/Edit Ticket" to view or change the selected ticket.
Click "Message Notification" to work with email and pager message notification requests (see Using Message Notification for more information).
Click "Copy Ticket" to copy the data from a selected circuit ticket with the status AT&T Closed to a new ticket. If you are a Read-Only user, this button is not available to you.
If there are other open tickets on the circuit, a message window appears, saying that the Local Service ID you have chosen has other open tickets. In this case, you cannot copy the closed ticket to a new ticket.
Note about Local Service ID Details: AT&T may need to have access to this site to isolate or fix a problem. Therefore, AT&T (or its supplier) may need to call the contact person at this site, so it is important that the information to keep this information up-to-date. See Modifying/Updating Local Service ID Contact Information for the step-by-step procedure.
The View/Edit Service ID Details screen is divided into a top section containing service information and a Contact Information or Location Information section on the bottom.
The top section contains the following fields depending on the Network Service or POTS Number selected:
Network Service - the network service pertaining to this Local service ID.
Leg - a drop-down menu of the Legs available for Local Services only. If there are no Legs then there will be no drop-down menu and the Location Information will automatically populate for the Local Service selected.
DPA - a drop-down menu of the DPAs available for POTS Numbers only. If there are no DPAs then there will be no drop-down menu and the Location Information will automatically populate for the POTS Number selected.
Type of Service - the type of service offering provisioned for this service ID. This field may contain a code; see Type of Service Codes for a list of codes and their descriptions.
Service Code - the service code for the service ID. See Local Service Codes for the complete list.
Service ID Alias - the service ID alias associated with this circuit.
City Database - code representing the name of the city database (format is typically a 4-character city code followed by 2-character state code).
Service ID Information - a subsection containing the following fields of information:
Fanout ID - facility ID from which individual DS0 circuits are provisioned.
Location A - the A-end of the circuit.
Location Z - the Z-end of the circuit.
The Contact Information or Location Information section contains the following editable fields (mandatory fields are printed in bold type):
Note for Read-Only Users: If you are a Read-Only user, you cannot edit these fields.
Company Name - the company name associated with the Local service ID. This field is not editable.
Street - the street address associated with the service ID location.
City - the city associated with the service ID location.
State - the state associated with the Local service ID location.
Zip Code - the ZIP code associated with the Local service ID location.
Country - the country associated with the Local service ID location. For Local Service, this value is "USA," and this field is not editable.
Room - the room associated with the service ID location.
Floor - the floor associated with the service ID location.
The View/Edit Service ID Details screen contains the following command buttons:
Click "Submit Modifications" to submit your Contact Information changes. This button does not appear for Read-Only users.
Note: If you click "Submit Modifications" but have left one of the mandatory (bold) fields blank, an error message appears in a pop-up window.
Click "Reset Form" to restore values present when you opened the screen. This button does not appear for Read-Only users.
This screen contains two sections: a top section containing network and service
ID information, and a Contact Information section on the bottom of
the screen.
The top section contains the following read-only fields of information:
Network Service - the network service pertaining to this service ID.
Type of Service - the Type of Service offering provisioned for
this service ID.
Service Code - the service code for the service ID. See
Local Service Codes
for the complete list.
Service ID Alias - the service ID alias associated with this service ID.
City Database - code representing the name of the city
database (format is typically a 4 character city code followed
by 2-character state code).
Service ID Information - a subsection containing the following
fields of information:
Fanout ID - facility ID from which individual DS0 circuits are provisioned.
Location A - the A-end of the circuit.
Location Z - the Z-end of the circuit.
The bottom Contact Information section contains the following
read-only fields of information:
Company Name - the company name associated with the Local
service ID.
Street - the street address associated with the service ID location.
City - the city associated with the service ID location.
State - the state associated with the Local service ID location.
Zip Code - the ZIP code associated with the Local service ID location.
Country - the country associated with the Local service ID location. For
Local Service, this value is "USA."
Room - the room associated with the service ID location.
Floor - the floor associated with the service ID location.
The Print Preview of Details for
Service ID Screen screen contains the following command buttons:
Click "Print" to send the contents of this screen to
your printer.
The Search Ticket Options section allows you to choose the type of ticket to search for:
Search for Trouble Tickets - this is the default option. The Trouble Ticket search criteria are described below.
Search for Change Management Tickets - When this option is selected, the screen refreshes to Change Management search critera. Click here for help on using this screen.
The Search for Tickets section allows you to narrow your search by selecting the appropriate criteria, as follows:
Network Services - checkboxes for selecting the network services to search against (services that you are not provisioned for are grayed out):
Domestic Private Line - Nodal
International Private Line
Domestic Frame Relay
Domestic OPT-E-WAN
International Frame Relay
Domestic ATM
International ATM
International OPT-E-WAN
Frame Relay Plus Only
Integrated Network Connection Service (INCS) [Domestic]
Phone Numbers (Voice)
Local Private Line - does not display when you are also provisioned with Local services.
Local PRIME - does not display when you are also provisioned with Local services.
Local Services - displays when you are provisioned with Local services only, or for Local services with Local PRIME and/or Local Private Line.
AT&T VPN
AT&T Switched Ethernet Service℠
Reported By - to select tickets created by a user or group of users.
Select one or more users on the right and click the Add button to move them to the Selected box. The search will limit results to tickets created by only those users in the Selected box. All users are included by default.
To remove users from the Selected box, choose one of more users on the left and click the Remove button.
Ticket Status/Detail - checkboxes for selecting the status of the tickets to search for:
Open/Active (e.g., ticket being worked on, ticket moved back to this status due to customer contest, etc.)
Open/Cleared
Open/Customer Contested
Open/Customer Requested Closed
Open/Deferred (available for users provisioned with Local Services only)
AT&T Closed (read-only mode)
Date Information - contains fields for narrowing the date range for your ticket search by indicating a specific timeframe:
Creation Date - a radio button that lets you search by the date on which the ticket was created using AT&T eMaintenance. You can select a date range or enter a specific start date and end date (start and end dates override any "Select a Date Range" value). If the ticket was not customer created, an AT&T technician created the trouble ticket on this date.
Closed Date - a radio button that lets you search by the date on which the ticket was closed by an AT&T technician. You can select a date range or enter a specific start date and end date (start and end dates override any "Select a Date Range" value).
Select a Date Range - a drop-down list with date ranges that will be applied to your "Creation Date" or "Close Date" radio button selection. Choices include:
Previous month
Today
Last 2 days
Last 7 days
Last 10 days
Last 30 days
Last 60 days
Last 90 days
Note about Dates: If you don't select a date range or enter a start/end date combination, the system defaults to a start/end date indicating the last 90 days.
Start Date - a text box for entering the start date that will be applied to your "Creation Date" or "Close Date" radio button selection.
End Date - a text box for entering the end date that will be applied to your "Creation Date" or "Close Date" radio button selection.
Wild Card Search String - a text box for entering all or part (preceded or followed by %) of a circuit ID, Local service ID, BES BAN, ACNA/BAN, DLCI, circuit/TFN alias, MCN, ticket number, Phone Number, ticket alias, or subnet name (depending on how you are provisioned).
Note about Wild Card Ticket Searches: For a wildcard search for...
Circuit IDs or MCNs only, AT&T eMaintenance places a % sign at the beginning and end of the search string.
All other wild card searches, you must include the % sign in the string where appropriate. Otherwise, the system searches for the exact string name entered.
Radio buttons for selecting the corresponding type of wildcard search criteria:
BES BAN
ACNA/BAN
Circuit/TFN Alias
Circuit ID
DLCI
Domain Name
Local Phone Number
Local Service ID
MCN
Phone Number
Subnet Name
Ticket Alias
Ticket Number
The radio buttons that appear depend upon how you are provisioned.
Note about Searching by MCN: The MCN search method is available only if you are provisioned with more than one MCN (in other words, the "MCN" radio button does not appear if you are provisioned with only one MCN). The MCN field does not apply to searches for AT&T Switched Ethernet Service℠ network service. If the MCN field is populated in a search, AT&T Switched Ethernet Service℠ circuits will not be returned in the search results in the Circuit Inventory screen.
Note about Searching by DLCI: The DLCI search method is available only if you are provisioned for Domestic Frame Relay, International Frame Relay, Frame Relay Plus, or AT&T VPN network services. It applies only to searches that include these services. If the DLCI field is populated in a search, AT&T Switched Ethernet Service℠ and OPT-E-WAN (Domestic and International), circuits will not be returned in the search results in the Circuit Inventory screen.
Note about Searching by ACNA/BAN: The ACNA/BAN search method is available only if you are provisioned for the AT&T Switched Ethernet Service℠ network service. The ACNA and BAN values must be separated by a forward slash (/) character.
Note about Searching for Unresolved Local Tickets: When you search for
Local tickets...
By Local service ID, BES BAN, ticket number, or ticket alias; and with
the "Network Service" criteria including the Local Service
checkbox, only resolved tickets for the provisioned BES BAN are returned.
With the "Network Service" criterion as Local Service
only, and with no search criteria entered in the "Wild Card Search
String" text box, all tickets created by company users will be returned,
including unresolved tickets.
Note: This button appears only if you are provisioned for Local Service
and with the privilege of grouping BES BANs. You can administer (create or edit) a
BES BAN group only if you are provisioned with the
Ability to Group BES BANs.
In addition, this button does not appear if you are provisioned with the
Selective Search feature.
Click "View Subdivisions" to see a list
of subdivision group names.
Note: You can view subdivisions only if you are working with
a masquerading company (masquerading
companies are provisioned by the Company Administrator). In addition,
the "View Subdivisions" button does not appear if you
are provisioned with the Selective Search feature.
Click "Display All Open Tickets" to see
all of the open tickets in your inventory. This is the most
inefficient and time-consuming method of searching for a ticket.
An Efficient Search Advisory message
opens in a separate pop-up window, warning you that this method lengthens
the time the system spends searching for tickets.
Click "OK" to continue with "Display
All Open Tickets" or click "Cancel"
if you wish to change your search method.
You can disable this warning message by editing the preferences
in your User Profile.
See View/Edit User Profile Screen for more
information.
The Ticket Inventory screen contains a large table with your actual ticket inventory. On the top of this table, the total number of tickets is listed. The Ticket Inventory table contains the following table columns:
Select Ticket - radio buttons for selecting a ticket on which to perform tasks.
Ticket # - the ticket number assigned by the system.
Associated BMP Ticket # - this column will display BMP ticket numbers only for AT&T VPN or OPT-E-WAN tickets. If there are no AT&T VPN or OPT-E-WAN tickets in the search results then this column will not appear.
Service ID - either a circuit ID, a telePhone Number, or Local service ID.
DLCI - the Data Link Connection Identifier.
Note: The DLCI column appears only if the user is provisioned for Domestic Frame Relay and/or International Frame Relay services. This column will not appear for Local Services only.
Ticket Status/Detail - the statuses by which you can select tickets. The following is a list of all currently used Status/Detail labels:
Open - When a ticket has been created and routed to the appropriate work center, but has not yet been cleared, 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 on the appropriate Customer Care Center technician worklist. It also can mean that the ticket is being actively worked on.
Open/Cleared - The ticket has been cleared by AT&T. The term cleared can mean either the ticket was resolved or that no trouble was detected within the AT&T network or in the access portion of the circuit. If the customer disagrees with closing the ticket, they can contest the ticket. If the customer does not close or contest the ticket within 24 hours after it has been cleared, AT&T automatically closes the ticket.
The ticket status of Open/Cleared is a link you can click to close or contest the ticket.
When you click the "Open/Cleared" hyperlink, one of the following actions occurs:
If the status is still Open/Cleared, a pop-up window opens with the message:
"This ticket has been cleared and is ready to be closed. Can AT&T close it? Unless AT&T hears from you, the ticket will be closed 24-25 hours after it was cleared."
Click "Yes" to request that the ticket be closed. The message "Your request for closing Ticket # has been submitted." appears.
If the status of this ticket changed to AT&T Closed, Open/Customer Requested Closed, or Open/Customer Contested after the time this Ticket Inventory was created and before you had a chance to "Refresh" it, a pop-up message opens identifying the new ticket status:
"Your ticket status has changed to new ticket status. Please refresh your screen to view the new ticket state."
Click "OK" to close this window.
Open/Customer Contested - This indicates that the customer disagrees with closing the ticket. When contesting ticket closure, the user needs to specify the reason for contesting the ticket. This indicates that the customer has disputed the ticket resolution. The ticket cannot be closed by AT&T until the customer is satisfied that the trouble has been fixed.
Open/Customer Requested Close - This indicates that the customer has requested that the ticket be closed, either as a response to an Open/Cleared state set by AT&T, or after the trouble was resolved internally by the customer. The ticket is then processed by AT&T and changed to the final state of AT&T Close Date.
AT&T Closed - the ticket has been closed by AT&T. This only occurs after the trouble has been corrected and the customer has agreed with the resolution of the trouble and indicated that AT&T can close the ticket.
Create Date - the date/time at which the ticket was created using AT&T eMaintenance. If the ticket was not customer created, an AT&T technician created the trouble ticket at this date/time.
Network Service - the network service (e.g., AT&T VPN) for which the ticket was created.
Ticket Alias - the unique customer-created label entered during ticket creation to quickly identify a ticket.
Circuit/TFN Alias - the unique label created to quickly identify a particular circuit. This column does not appear for users provisioned with Local Services only.
Trouble Type/Trouble Description - description of the trouble. This column appears for Local Services only.
Clearance Code Description/Trouble Found - description of clearance code/trouble found. This column appears for Local Services only.
Date/Time Restored (GMT or CST) - date/time restored. This column appears for Local Services only.
Clearance Summary/Close Out Narrative - descriptive summary or resolution. This column appears for Local Services only.
Time to Repair/Total Duration - total time to repair. This column appears for Local Services only.
The Ticket Inventory screen displays the following:
The Ticket Inventory screen shows 100 items per page. You can set the number to 25 or 50 instead. Use the << and >> hyperlinks to navigate the list of results. You can refresh the results by clicking the two-toned blue circular arrows icon.
The Ticket Inventory screen contains
the following AT&T eMaintenance task navigation buttons at the
bottom of the screen:
Click "View/Edit Ticket" to show details
on the selected ticket.
Note: If you try to request escalation on an Open/Cleared
ticket that has not been contested, a separate pop-up window appears, stating
that this ticket cannot be escalated unless it is contested first.
Click "Request Ticket Closure" to close the selected
ticket. If you are a Read-Only user, this button is not available to you.
Note: If you try to contest a ticket that was cleared because no problems
or CPE-only problems were found, a separate pop-up window appears, stating that this
ticket cannot be tested or that there will be a charge for contesting this ticket.
See Contesting a Ticket for restrictions
on contesting a ticket.
Click "Message Notification" to work with
email and pager message notification requests (see
Using Message Notification for
more information).
Note: At present, the Message Notification feature is not supported for
AT&T Switched Ethernet Service℠ circuits or tickets.
Click "Copy Ticket" to copy the data from a selected circuit or Phone Number ticket with the status AT&T Closed to a new ticket.
If you are a Read-Only user, this button is not available
to you.
If there are other open tickets on the Service ID (circuit or Phone Number), a message window will appear that says the Service ID you have chosen has other open tickets. In this case, you cannot make a copy of the closed ticket and turn it into a new ticket.
If this ticket has been converted to an Internal Ticket that is part of a Managed Service trouble, you cannot make a copy of this closed ticket.
The Related Tickets/History for Service ID
screen lets you view a list of all tickets related to a particular service
ID (i.e., circuit, Phone Number, Local service ID).
Note: If no related tickets are found, a message
telling you so is displayed.
Tickets are listed on a table with the following columns:
Select Ticket - radio buttons for selecting a ticket on which to
perform tasks.
Ticket # - the ticket number assigned by AT&T eMaintenance.
Associated BMP Ticket # - this column will display BMP ticket numbers only for AT&T VPN or OPT-E-WAN tickets. If there are no AT&T VPN or OPT-E-WAN tickets in the search results then this column will not appear.
Circuit ID - the ID of the circuit associated with the trouble ticket.
This column displays only when the Circuit ID is part of an MLPPP or MLFR bundle.
Ticket Type - the type of ticket: "Trouble" for a trouble ticket, or "Change" for a Change Management ticket.
Ticket Alias - the unique label entered during
ticket creation to quickly identify a ticket.
Create Date - the date/time the ticket was created using
AT&T eMaintenance. If the ticket was not customer created, an AT&T technician created it.
Ticket Status - the status/detail of the ticket. The following is
a list of all currently used Status/Detail labels:
Open - when a ticket has been created and routed to the
appropriate work center, it is considered open. There are several open statuses
within AT&T eMaintenance; each relates to a different stage of the trouble
resolution process, as follows:
Open/Active - the ticket has been created successfully
on the appropriate Customer Care Center technician work list. When you create a trouble
ticket, it is initially listed as Open/Active. Open/Active can also mean
that the ticket is being actively worked on.
Open/Cleared - the ticket has been cleared by AT&T.
The term "cleared" can mean either 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 the resolution of the problem and don't feel the ticket
is ready to be closed, you can contest the ticket. If you do not close or
contest the ticket within 24 hours after it has been cleared, AT&T
automatically closes the ticket.
On the Related Tickets/History for Service ID table,
the term "Open/Cleared" is a link you can click to close or contest
the ticket.
If the ticket status is still Open/Cleared,
a pop-up window opens with the message:
"This ticket has been cleared and is ready to be closed. Can AT&T close
it? Unless AT&T hears from you, the ticket will be closed 24-25 hours after
it was cleared."
Click "Yes" to request
that the ticket be closed. The following message appears:
"Your request for closing Ticket # has been submitted"
If the status has changed to AT&T Closed,
Open/Customer Requested Close, or Open/Customer Contested, a pop-up
message opens identifying the new ticket status. Click "OK"
to close the window.
Open/Customer Contested - the customer has
disputed the ticket resolution and does not feel the ticket should be closed.
The ticket cannot be closed by AT&T until the customer is satisfied that
the trouble has been fixed.
Open/Customer Requested Close - the customer
has requested that the ticket be closed, either as a response to an
Open/Cleared state set by AT&T, or after the trouble was resolved
internally by the customer. 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 only occurs after the trouble has been corrected and the customer has agreed
with the resolution of the trouble and has indicated that AT&T can close the ticket.
Trouble Type - the trouble type for the problem associated with the circuit.
Clearance Code Description - a description of the
clearance code associated with this trouble.
Analysis Code Description - a description of the
analysis code associated with this trouble.
Domain Name - the domain name associated with this trouble.
This column is not displayed when the Related Tickets/History for Service ID screen is invoked in the process of creating a ticket.
The Related Tickets/History for Service ID screen
contains the following AT&T eMaintenance task navigation buttons at the
bottom of the screen:
Click "View/Edit Ticket" to view or change
the selected ticket.
Click "Message Notification" to work with
email and pager message notification requests (see
Using Message Notification for
more information).
Note: At present, the
Message Notification feature is not supported for
AT&T Switched Ethernet Service℠
circuits or tickets.
Click "Copy Ticket" to copy the data from a selected circuit ticket with the status AT&T Closed to a new ticket.
If you are a Read-Only user, this button is not available
to you.
If there are other open tickets on the circuit, a message window appears, saying that the Service ID you have chosen has other open tickets. In this case, you cannot copy the closed ticket to a new ticket.
If there are no other open tickets on the circuit, the
Create Ticket for Circuit screen opens, with data prepopulated from the closed ticket. You can edit the prepopulated data in the new ticket. After you click "Submit Ticket" in the Create Ticket for Circuit screen, the original ticket log is appended to the
new
ticket
in the View/Edit Ticket screen.
The ticket log is not editable
and it is only shown on the View/Edit ticket screen—it is not shown on the Create Ticket screen before you submit the new ticket.
Note: At present, the Copy Ticket feature is not supported for
AT&T Switched Ethernet Service℠ circuits.
Click "Refresh" to reload the data using your
current search criteria.
Associated BMP Ticket # - this column will display BMP ticket numbers only for AT&T VPN or OPT-E-WAN tickets. If there are no AT&T VPN or OPT-E-WAN tickets in the search results then this column will not appear.
Circuit ID - the ID of the circuit associated with the trouble ticket.
This column displays only when the Circuit ID is part of an MLPPP or MLFR bundle.
Create Date - the date/time at which the ticket was created using
AT&T eMaintenance. If the ticket was not customer-created, it is the date/time an
AT&T technician created the trouble ticket.
Ticket Status/Details - the current state of the trouble ticket.
Use the browser button to refresh the screen to get current statuses.
The ticket status of Open/Cleared is a link you can click
to close or contest the ticket.
If the status is still Open/Cleared, a pop-up
window opens with the message "This ticket is ready to be
closed. Can AT&T close it?" AT&T automatically
closes the ticket within 24 hours if you take no action.
Click "Yes" to request that the ticket
be closed. The message "Your request for closing Ticket # has been
submitted" appears.
If the ticket status has changed to AT&T Closed,
Open/Customer Requested Closed, or Open/Customer Contested, a
pop-up message opens identifying the new ticket status. Click "OK"
to close the window and refresh the Ticket Inventory screen
with this new ticket status.
Reported Trouble Description - identifies the type of trouble.
The Create New Ticket section contains the
following command buttons:
Click "Create Ticket" to create a
new ticket for this circuit.
Show Open Tickets/Service ID Information Related to Circuit ID
The Show Open Tickets/Service ID Information Related to Circuit ID screen opens when you are creating a ticket for a Circuit ID and AT&T eMaintenance finds that there are tickets already opened against that Circuit ID. This screen will also open if the Circuit has Legs, whether or not there is an open ticket against that Circuit ID.
The Show Open Tickets/Service ID Information Related to Circuit ID screen contains two sections, Edit/Update Ticket and Create New Ticket:
The Edit/Update Ticket section contains the total number of tickets open against this Circuit ID and a table contains the following columns of information:
Select - a radio button which allows you to select a Leg on which to create a ticket. If no radio button appears, you can not create a new ticket on this Circuit.
Ticket # - the ticket number assigned by AT&T eMaintenance. Click on the ticket number if you want to view, edit, or update the ticket.
Leg - a segment on a Circuit ID. There may be multiple Legs related to a Circuit, but not all Circuits will have Legs.
Address - The address of the Leg or Circuit. The address field includes street address, city, state, and zip code.
Create Date - the date/time at which the ticket was created using AT&T eMaintenance. If the ticket was not customer-created, it is the date/time an AT&T technician created the trouble ticket.
Ticket Status/Details - the current state of the trouble ticket.
The ticket status of Open/Cleared is a link you can click to close or contest the ticket.
If the status is Open/Cleared, a pop-up window opens with the message "This ticket is ready to be closed. Can AT&T close it?" AT&T automatically closes the ticket within 24 hours if you take no action.
Click "Yes" to request that the ticket be closed. The message "Your request for closing Ticket # has been
submitted" appears.
If the ticket status has changed to AT&T Closed, Open/Customer Requested Closed, or Open/Customer Contested, a
pop-up message opens identifying the new ticket status. Click "OK" to close the window and refresh the Ticket Inventory screen with this new ticket status.
Repair Status - identifies the repair status.
Reported Trouble Description - identifies the type of trouble.
The Create New Ticket section contains the following command buttons:
Click "Create Ticket" to create a new ticket for this circuit.
Show Open Tickets/Service ID Information Related to POTS TN
The Show Open Tickets/Service ID Information Related to POTS TN screen opens when you are creating a ticket for a POTS TN and AT&T eMaintenance finds that there are tickets already opened against that POTS TN. This screen will also open if the POTS TN has DPAs, whether or not there is an open ticket against that POTS TN.
The Show Open Tickets/Service ID Information Related to POTS TN screen contains two sections, Edit/Update Ticket and Create New Ticket:
The Edit/Update Ticket section contains the total number of tickets open against this service ID and a table contains the following columns of information:
Select - a radio button which allows you to select a DPA on which to create a ticket. If no radio button appears, you can not create a new ticket on this POTS TN.
Ticket # - the ticket number assigned by AT&T eMaintenance. Click on the ticket number if you want to view, edit, or update the ticket.
DPA - the Different Premise Address for the POTS TN. There may be multiple DPA's associated with a POTS TN.
Address - The address of the POTS TN or DPA. The address field includes street address, city, state, and zip code. This column may not display.
Create Date - the date/time at which the ticket was created using AT&T eMaintenance. If the ticket was not customer-created, it is the date/time an AT&T technician created the trouble ticket.
Ticket Status/Details - the current state of the trouble ticket. Use the browser button to refresh the screen to get current statuses.
The ticket status of Open/Cleared is a link you can click to close or contest the ticket.
If the status is still Open/Cleared, a pop-up window opens with the message "This ticket is ready to be closed. Can AT&T close it?" AT&T automatically closes the ticket within 24 hours if you take no action.
Click "Yes" to request that the ticket be closed. The message "Your request for closing Ticket # has been
submitted" appears.
If the ticket status has changed to AT&T Closed, Open/Customer Requested Closed, or Open/Customer Contested, a
pop-up message opens identifying the new ticket status. Click "OK" to close the window and refresh the Ticket Inventory screen with this new ticket status.
Repair Status - identifies the repair status.
Reported Trouble Description - identifies the type of trouble.
The Create New Ticket section contains the following command buttons:
Click "Create Ticket" to create a new ticket for this circuit.
The View/Edit Ticket Local Services screen lets you view and change information on a particular ticket.
Note: If your View/Edit Ticket screen does not display tabs, please see the View/Edit Ticket Screen.
Note for Read-Only Users: If you are a read-only user, you can view the ticket but cannot make changes to it.
The top lefthand corner of the View/Edit Ticket Local Services screen contains the CST icon for opening the CST Display, so you can see what the system time is.
The View/Edit Ticket Local Services screen is divided into eight tabs which appear at the top of the screen:
Ticket Summary - this tab displays some of the ticket information including Ticket Status and Latest Additional Trouble Info.
Access Information - this tab displays the Access Information provided during the Create Ticket process.
Duration - this tab displays Delayed Maintenance and No Access activities, the duration, and whether or not they were billable. This tab only displays when a ticket is cleared or closed.
Cancel - this tab lets you cancel a ticket if the ticket is still open. This tab only displays when a ticket is open/active.
Authorization - this tab lets you provide authorization for access or intrusive testing. This tab only displays when a ticket is open/active.
Escalation - this tab lets you escalate a ticket if the ticket is still open.
Contest/Close - this tab lets you contest or close a ticket if the ticket is still open/cleared. This tab will not display when the ticket is open/active.
Note: The Local Service ID for the Ticket is displayed at the top of the page above the tabs.
The View/Edit Ticket Local Services screen tabs are laid out as follows (see Editing a Local Services Ticket for the step-by-step procedure):
The Ticket Summary tab contains the following fields, depending on how you are provisioned:
Created By - pre-populated and non-editable.
Created Date - date ticket was created.
Ticket Status - ticket status.
Status Reported at - time status reported.
Repair Status - status of the repair.
Estimated Time to Repair - calculated based on Trouble Type.
Trouble Description - trouble description.
Ticket Status Interval - drop-down menu of time intervals. This field is editable.
TSP - pre-populated and non-editable.
Customer Circuit/Phone - may be pre-populated and non-editable.
Ticket Alias - pre-populated and editable.
Ticket Type - pre-populated and non-editable.
EVCs reported in trouble - View EVCs hyperlink. Clicking the hyperlink opens the Reported EVCs Data pop-up screen.
Latest Additional Trouble Info - read only display of the newest Ticket Log entry.
Enter Additional Trouble Info - text box for you to enter any additional information for the technicians.
Contact Information Name - pre-populated and editable for this ticket only.
Contact Information Phone Number - may be pre-populated and editable for this ticket only. Editing this field will change the Primary Phone as well.
AT&T Maintenance Center Name - pre-populated and non-editable.
AT&T Maintenance Center Phone Number - pre-populated and non-editable.
Notify me by phone when the ticket status changes - pre-populated and editable.
Primary Phone - may be pre-populated and editable for this ticket only. Editing this field will change the Contact Information Phone Number as well.
Alternate Phone - may be pre-populated and editable for this ticket only.
Both Phone Numbers - may be pre-populated and editable for this ticket only.
Notify me by email when the ticket status changes - may be pre-populated and editable. This field is not available for user provisioned with Local Services only.
Email Address - may be pre-populated and editable for this ticket only.
Alternate Email Address - may be pre-populated and editable for this ticket only.
Both Email Addresses - may be pre-populated and editable for this ticket only.
The Ticket Summary tab contains the following command buttons:
Submit - Submits the changes to the ticket. This command button is only available for open tickets.
Note: The following confirmation message will be displayed: "Your request for updating Ticket Number <xxxxx> has been submitted." Click the "OK" button to close the screen.
Reset Form - Returns the form to its original settings. This command button is only available for open tickets.
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
The Access Information tab contains the following fields:
Company Name - pre-populated and editable.
Street Adddress - pre-populated and editable.
City - pre-populated and editable.
State - pre-populated and editable.
Contact Name - pre-populated and editable for this ticket only.
Phone - pre-populated and editable for this ticket only.
Estimated Time to Repair - pre-populated and non-editable.
Location Access Hours - pre-populated and editable.
Test Access Hours - pre-populated and editable.
The Access Information tab contains the following command buttons:
Submit - Submits the changes to the ticket. This command button is only available for open tickets.
Note: The following confirmation message will be displayed: "Your request for updating Ticket Number <xxxxx> has been submitted." Click the "OK" button to close the screen.
Reset Form - Returns the form to its original settings. This command button is only available for open tickets.
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
The Ticket Status History tab contains the Ticket Log in tabular form. The table headings are:
Received Date/Time - date and time when ticket was received.
Status Date/Time - date and time the status was reported.
Ticket Status - ticket status.
Repair Status - repair status such as Screening, Testing, Dispatched In, Start Repair.
Additional information - Log information. This table is not editable. Log entries display most recent first.
The Ticket Status History tab contains the following command buttons:
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
The Duration tab contains the following fields:
Name - pre-populated.
Phone - pre-populated.
Reported - contains the date and time the trouble was reported.
Cleared - contains the date and time the trouble was cleared.
Duration (hh:mm) - shows the total amount of time the ticket took to clear in hh:mm.
Activity Type - contains the Delayed Maintenance and No Access activities related to the ticket.
Duration (hh:mm) - duration in hh:mm for any listed activity type.
Billable - whether or not the listed activity type is billable.
The Duration tab contains the following command buttons:
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
Note: All information on this tab is read only. This tab will only display if the ticket status is cleared or closed.
The Cancel tab contains the following fields:
Enter Additional Information - enter the reason for the cancellation in this text box. This text box is mandatory in order to submit a Cancel request.
Name - pre-populated and editable for this Cancel request.
Phone - pre-populated and editable for this Cancel request.
The Cancel tab contains the following command buttons:
Submit - Submits the changes to the ticket.
Note: The following confirmation message will be displayed: "Your request to cancel Ticket Number <xxxxx> has been submitted." Click the "OK" button to close the screen.
Reset Form - Returns the form to it original settings.
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
Note: This tab will only display if the ticket status is open/active.
The Authorization tab contains the following fields:
Date And Time - date and time of authorization request.
Status - the status of the authorization request.
Type - the type of authorization requested.
Delayed Maintenance - grant or deny authorization.
Dispatch - grant or deny authorization.
No Access - grant or deny authorization.
Test - grant or deny authorization.
After Hours Repair - grant or deny authorization.
Name - pre-populated and editable.
Phone - pre-populated and editable.
Enter Additional Information - text box to enter any additional inforamtion.
Note: When Authorization has been granted it cannot be withdrawn.
The Authorization tab contains the following command buttons:
Submit - Submits the changes to the ticket.
Note: The following confirmation message will be displayed: "Your request for updating Ticket Number <xxxxx> has been submitted." Click the "OK" button to close the screen.
Reset Form - Returns the form to it original settings.
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
Note: This tab will only display if the ticket status is open/active.
Note: The "Allow AT&T to work the Trouble" question will be greyed out for all but some Request for Performance Measures tickets. If active, you will need to select Grant or Deny. If you do not grant AT&T permission to work the trouble, the ticket will be closed.
The Escalation tab contains the following fields:
Date And Time - date and time of escalation request.
Type - escalation type.
Level - escalation level.
Requested By - user name.
Provided By - technician handling the escalation.
Escalation level - next escalation level of the ticket. This field is not editable.
Name - pre-populated and editable for this escalation request.
Phone - pre-populated and editable for this escalation request.
Enter Additonal Information - text box for explaining escalation request. This is a mandatory field.
The Escalation tab contains the following command buttons:
Submit - Submits the changes to the ticket.
Note: The following confirmation message will be displayed: "Your request for updating Ticket Number <xxxxx> has been submitted." Click the "OK" button to close the screen.
Reset Form - Returns the form to it original settings.
Print Preview - Preview and print the ticket.
Refresh - Refreshes the ticket information.
Cancel - Closes the View/Edit Ticket Local Services screen.
Note: The submit button will not be available for one hour after the ticket is created, and for one hour after each escalation request.
The View/Edit Ticket screen lets you view and change information on a particular ticket. "Associated BMP Ticket" displays below the AOTS ticket number at the top of the screen and shows the BMP ticket number only for AT&T VPN or OPT-E-WAN tickets. If there is no BMP ticket number, a pop-up window opens. Click the OK button to acknowledge and close the pop-up window.
Note for Read-Only Users: If you are a read-only user, you can view the ticket but cannot make changes to it.
Note about Network Element Tickets: If you are looking at a ticket whose Type of Service is "Network Element," you can view the ticket but cannot make changes to it.
The top lefthand corner of the View/Edit Ticket screen contains the CST icon for opening the CST Display, so you can see what the system time is.
The View/Edit Ticket screen is divided into sections (links to each section appear at the top of the screen):
The Ticket Summary section lets you view information about the trouble being reported, the service ID being ticketed, and date/time information for the stages the ticket passes through in resolving the trouble.
The Ticket Log section lets you search and sort the official comments logged during work on this ticket.
In AT&T VPN circuit tickets, the Event Message Log appears in the Ticket Log if the user is provisioned for the event messaging privilege.
The Contact Information section allows you to view and update the contact information associated with the ticket. The contact information comes directly from the User Profile.
The Reported By section contains information on the person who reported the trouble.
If you are viewing a ticket for a Phone Number, the Location Information section appears. This section contains fields of information about the Phone Number experiencing trouble.
If you are viewing a ticket for a Local circuit, the Site Information section appears. This section contains fields of information about the site experiencing trouble.
The View/Edit Ticket screen sections are laid out as follows:
The Ticket Summary section contains read-only information about the trouble ticket. The potential list of displayed information fields includes:
Ticket Alias - a text box containing the unique label entered during ticket creation to quickly identify this ticket.
Note: You can modify this field (unless you are a Read-Only user or if the status of this ticket is Open/Cleared or AT&T Closed) by entering up to 36 characters in the text box.
If you modify the "Ticket Alias" field, a window opens warning you that this action changes the Ticket Alias value for all users who can view this ticket. This warning window contains the following command buttons:
Click "OK" to process the changes.
Click "Cancel" to cancel the change, close this window, and return to the View/Edit Ticket screen. The "Ticket Alias" field displays the previous value.
Do you want Service Assurance? - "Yes" or "No" radio buttons to indicate whether or not you want to request Service Assurance on the service ID this ticket was created for.
Note about Do you want Service Assurance?: This question appears only for tickets created automatically for users provisioned with Proactive Maintenance (PAM).
Phone Number - the Phone Number for which the trouble ticket was created
OR
Circuit ID - the circuit ID for which the trouble ticket was created, along with the DLCI and the number of PVCs affected
OR
Service ID - the Local service ID on which the trouble ticket was created.
Ticket Status Summary - displays a status summary.
Note: This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Progress Update - when available, displays update messages.
Note: This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Next Step - when available, displays the next progress step.
Note: This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Asset ID - The unique identifier for the asset related to this ticket.
Note: This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Original Asset ID - The original asset ID for the asset related to this ticket.
Note: This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
# of PVCs Affected - the number of affected PVCs.
Note on # of PVCs Affected: This field does not appear for AT&T Switched Ethernet Service℠ circuit tickets.
# of EVCs Affected - the number of affected EVCs.
Note on # of EVCs Affected: This field appears for AT&T Switched Ethernet Service℠ circuit tickets only.
Created By - the user type for the person who created the ticket and, if a customer, the login ID for that person. Possible user type values are "AT&T," "Customer login ID," or "Customer AT&T Solutions."
Copied From Ticket - the ticket number from which the data was copied. The ticket number hyperlink opens in a View Ticket screen, which displays that ticket.
Note: This field may not always appear.
Ticket Status - the current status (i.e., ticket status/detail)
of the trouble ticket.
Note: If the status of this ticket is Open/Cleared or AT&T Closed, the ticket will open in read-only state with no editable fields.
Created Date - the date/time at which the ticket was created. If the ticket was not customer created, an AT&T technician created the trouble ticket at this date/time.
AT&T Closed Date - the date/time the trouble ticket was closed by AT&T.
Company Name - the name of the company.
Trouble Type - the type of trouble, as chosen from the drop-down list on the Create Ticket screen.
Note about Trouble Types: In some cases, the name of the trouble type you see on the View/Edit Ticket screen doesn't exactly match the trouble type you chose on the Create Ticket screen. For a list of trouble types for each service ID type, see:
Outage Condition - the priority for repair based on the type of trouble.
Trouble Description - the description of the trouble, as entered in the text box on the Create Ticket screen.
Service Impacting - indicator of whether or not the trouble being reported affects service.
Reported Locations - the circuit locations where trouble has been reported. The Reported Locations label hyperlink opens the View/Edit Location Access Information Screen, which lets you view and edit location access information about your numeric CKLs.
This field appears only if the ticket being viewed is for a circuit.
PVCs/EPVCs reported in trouble - field containing a "View PVCs/EPVCs" hyperlink, which takes you to the Reported PVCs/EPVCs Data screen.
This field appears only if the ticket being viewed:
Is for a circuit with a network service of:
ATM
Frame Relay
INCS
International ATM
International Frame Relay
AT&T VPN
Has PVCs/EPVCs associated and reported with the ticket.
Note about Missing PVCs/EPVCs List Link: If you reported PVCs on this ticket but do not see the "View PVCs/EPVCs" hyperlink, 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
EVCs reported in trouble - field containing a "View EVCs" hyperlink, which takes you to the Reported EVCs screen.
This field appears only if the ticket being viewed is for an AT&T Switched Ethernet Service℠ circuit that has EVCs associated and reported with the ticket.
Ticket Type - the type of ticket (e.g., "Customer Created").
Recurring Trouble - whether or not the trouble is a repeated problem. "Y" for yes, "N" for no.
Type of Chronic - whether or not this trouble is chronic and what chronic type, or combination of types, it is: Customer, Network, Repeat or Ticket.
Dispatch Authorized - whether or not you have granted premises access to repair technicians without being notified first.
This field appears for tickets opened against domestic circuit and phone services only.
Calling From - the Phone Number used to place the call.
Appears only for tickets created for:
Inbound Nodal circuits
Outbound Nodal circuits
Shared Nodal circuits
Phone Numbers
Calling To - the Phone Number being called.
Appears only for tickets created for:
Inbound Nodal circuits
Outbound Nodal circuits
Shared Nodal circuits
Phone Numbers
Service Assurance Qualified - whether or not AT&T's contract with you allows 8XX calls to be referred to another designated 8XX number if the original number experiences problems.
"Y" in this field means that Service Assurance is available on this circuit. "N" means that Service Assurance is not available.
This field appears only on Phone Number tickets OR on tickets that were created on circuits related to Toll Free numbers.
Intrusive Test Authorized - if "Y," indicates you have authorized AT&T to conduct an intrusive test, if necessary. If "N," indicates you have not authorized such a test.
Power Available to Equipment?: - "Y" indicates that there is electrical power at the equipment's location; "U" indicates that the creator of the ticket was unsure if power was available at that time.
Network Service - the network service pertaining to the service ID. Possible values are:
Inbound Nodal
Outbound Nodal
Inbound Switched
Outbound Switched
Domestic Private Line
Shared Nodal
Domestic Frame Relay
Domestic OPT-E-WAN
ATM
International Frame Relay
International OPT-E-WAN
INCS
International Private Line
Local PRIME
Local Private Line
Local Service
AT&T VPN
AT&T Switched Ethernet Service℠
Diversity Option - "Advanced Access Failover," "Diverse Access," or blank.
This field appears for AT&T Switched Ethernet Service℠ circuit tickets only.
Type of Service - the code indicating the individual service offering purchased by the customer that pertains to this service ID.
From this field, BMP or AOTS classifies the ticket according to the appropriate network service.
If this field is left blank during ticket creation (due to an unresolved ticket), the field remains optional and editable throughout the life of the ticket. See Type of Service Codes for a list of TOSs and their descriptions.
DLCI - if applicable, the Data Link Connection Identifier for the affected circuit.
Managed - indicator of whether or not the asset is managed by AT&T.
This field appears for AT&T VPN circuit tickets only.
Service Details - the list of service offerings that are provisioned for the circuit.
Circuit/TFN Alias - the unique customer-created identifier for this circuit or Phone Number.
This field appears only for circuit or Local circuit tickets or for long-distance Phone Numbers.
Requested Completion Date - The date and time by which you requested work on this ticket to be completed.
This field appears for AT&T VPN circuit tickets only.
Completion Deadline - The actual deadline for work on this ticket to be completed.
This field appears for AT&T VPN circuit tickets only.
First Worked On Date - the date/time the ticket was first worked on by AT&T.
Estimated Time to Repair - the estimated time at which a trouble like this may typically be resolved.
Last Worked On Date - the most recent date/time the ticket was worked on by AT&T.
Referred Date - the date on which the ticket was referred to an internal AT&T maintenance center or external non-AT&T supplier for repair or testing assistance.
Returned Date - the date and time that the ticket has been returned from an internal AT&T maintenance center or external non-AT&T supplier.
Cleared Date - the date and time on which the trouble was corrected.
Customer Requested Close - the date and time on which the customer has requested that the ticket be closed, either as a response to the Open/Cleared state set by AT&T or due to the trouble being resolved internally by the customer.
Contested Date - the date and time on which the customer disputed the problem resolution.
Clearance Summary - a short description of how the trouble was cleared (generally supplied by AT&T).
Current Scheduled Intrusive Test Time - a subsection listing the date/time at which an intrusive test is to be run on this circuit.
Note: This subsection only appears on circuit tickets:
That had an intrusive test scheduled against them during the ticket creation process.
That are not in the Open/Cleared or AT&T Closed state.
The Ticket Log section contains the following fields:
Detailed View On/Off - you can toggle between a detailed and plain language/summary view of the ticket log.
Search by any string - a text box for entering a string of information to search for in the ticket log.
Current Log - a read-only field that displays the current contents of the ticket log. All timestamps listed in the log are given in CST.
The log itself contains those ticket events that have occurred during the life of this ticket. Refer to Ticket Events and Ticket Activity Codes for a list of codes and their descriptions.
The current log may also contain comments from the closed ticket if this ticket was copied.
Note: If this ticket was cleared by AT&T because tests found no problems OR the only problems found were with CPE, a note to this effect appears in the Current Log.
Has PVCs/EPVCs associated and reported with the ticket
Note about Missing PVCs/EPVCs List Link and PVCIDs in Ticket Log: If you reported PVCs on this ticket but do not see the "View PVCs/EPVCs" hyperlink in the Ticket Summary section, 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
The Contact Information section is laid out as follows:
A top subsection containing the following fields:
First Name - a text box for changing the first name of the person who is handling this trouble ticket.
Last Name - a text box for changing the last name of the person who is handling this trouble ticket.
Phone - a text box for adding the phone number of the person who is handling this trouble ticket.
This field accepts a minimum of 10 numerics and a maximum of 25 characters (including letters, blanks, dashes, or plus signs).
Prompt #/Extension - a text box for notes about or phone extension for the progress contact person.
This field accepts a maximum of 15 numerics, and allows blanks, dashes, slashes, commas, asterisks, and pound signs.
The Reported By section, listing information about the person who reported this trouble.
Only the "Contact Hours Note" and "Prompt #/Extension" fields may be changed (fields in bold type were mandatory during ticket creation and may not be changed here):
Reported By First Name - the first name of the person who reported this trouble. This field is not editable.
Reported By Last Name - the last name of the person who reported this trouble. This field is not editable.
Reported By Phone - the Phone Number of the person who reported this trouble. This field is not editable.
Contact Hours From/To - the time period (in local time) during which the person who reported the trouble can be contacted.
Contact Hours Note - a text box for a note about contact hours.
This field accepts a maximum of 20 characters, and all special characters are allowed. If this field is populated in the user profile, it will be truncated here if it is over 20 characters.
Prompt #/Extension - a text box for prompt number or phone extension for the person who reported the trouble.
A Location/Site Information section, depending on the type of ticket this is, namely:
Phone Number Location Information for Phone Number tickets
SITE Information for Local tickets
This section does not appear for circuit tickets.
Default values are provided for some of the fields in this section. Information in these fields can be changed by Regular Users. Field names in bold indicate required fields.
The actual fields are as follows:
Company Name - the name of the company.
Street - a text box for changing the street address.
City - a text box for changing the city.
State - a text box for changing the state.
Zip Code - a text box for changing the ZIP code.
Country - a text box for changing the country. Default is USA.
Room - a text box for changing the room.
Floor - a text box for changing the floor.
Contact Name - a text box for changing the name of the contact person at the location.
Phone - a text box for changing the Phone Number of the contact person at the location.
CPE Vendor - a text box for changing the name of the customer premises equipment vendor.
This field appears on Phone Number tickets only.
CPE Type - a text box for changing the category for the customer premises equipment.
This field appears on Phone Number tickets only.
Location Access Hours From/To - the time frame (in local time) for each day of the week during which the person listed in the "Contact Name" field can be reached.
This field appears on Phone Number tickets only.
SITE Access Hours From/To - the time frame (in local time) for each day of the week during which the person listed in the "Contact Name" field can be reached.
This field appears on Local tickets only.
A Trouble Location section, which appears on AT&T Switched Ethernet Service℠ tickets only. It contains the following read-only data fields:
Company Name - the company name associated with the circuit.
Street Address - field containing the street address of this circuit location.
City - field containing the city for this circuit location.
State - field containing the state for this circuit location.
Zip Code - field containing the ZIP code for this circuit location.
Contact Name - field containing the name of the person to be contacted regarding this circuit.
Phone - field containing the Phone Number for the contact person.
The Trouble Location section contains the following editable data fields, which are pre-populated with default information:
Location Access Hours From/To - the time frame (local time in HH:MM format) for each day of the week during which the contact person can be reached.
The View/Edit Ticket screen will display some, or all, of these AT&T eMaintenance task and navigation buttons at the bottom of the window, depending on how you are provisioned and/or the type of ticket:
Click "Submit" if you have made changes to the information on this ticket. If you are a Read-Only user, this button is not displayed.
The Ticket Modification Message window pops up, containing a confirmation message and the ticket number, which links back to the View/Edit Ticket screen. Record the ticket number for your records, if necessary.
Click "OK" to close the Ticket Modification Message.
Click "Reset Form" if you want to restore values present when you opened the View/Edit Ticket screen. If you are a Read-Only user, this button is not displayed.
Click "Print Preview" if you want to open a screen that displays all pertinent ticket information from the View/Edit Ticket screen in a printer-friendly format.
Click "Copy Ticket" to copy the data from a selected circuit ticket with the status AT&T Closed to a new ticket. This button appears only for tickets that have the status AT&T Closed. If you are a Read-Only user, this button is not available to you.
If there are other open tickets on the circuit, a message window appears, saying that the Service ID you have chosen has other open tickets. In this case, you cannot copy the closed ticket to a new ticket.
If there are no other open tickets on the circuit, the Create Ticket for Circuit screen opens, with data prepopulated from the closed ticket. You can edit the prepopulated data in the new ticket. After you click "Submit Ticket" in the Create Ticket for Circuit screen, the original ticket log is appended to the new ticket in the View/Edit Ticket screen. The ticket log is not editable and it is only shown on the View/Edit ticket screen—it is not shown on the Create Ticket screen before you submit the new ticket.
Click "Refresh" to refresh all ticket data on the screen. This button appears only for open tickets.
Click "Cancel" to exit without making changes.
The View/Edit Ticket screen in the pop-up window closes.
This button is displayed when the ticket status is either Open/Active, Open/Customer Contested, or Open/Cleared.
If you are a Read-Only user, this button is not displayed. In addition, this button is not displayed on Open/Customer Requested Close or AT&T Closed tickets.
This button appears on Open/Cleared tickets. If you are a Read-Only user, this button is not displayed.
Click "Request Info/Update Ticket" to open the Request Information/Update Ticket screen to request or provide information about this ticket to/from AT&T.
Note about the "Request Info/Update Ticket" Button: If you are a Read-Only user, this button is not displayed. Nor is it displayed for tickets that
have already been contested for the reason "Keep Ticket Open for 24 Hours." In addition, this button appears only on Open/Active, Open/Customer Contested, or Open/Customer Requested Close tickets.
Note about "Reschedule Intrusive Test" and "Cancel Intrusive Test" Buttons: These buttons only appear on circuit tickets that have an intrusive test scheduled at a later time. These buttons are not displayed on Open/Cleared or AT&T Closed tickets. Additionally, if you are a Read-Only user, these buttons are not displayed.
Click "Message Notification" to work with email and pager message notification requests (see Using Message Notification for more information).
Note: At present, the Message Notification feature is not supported for AT&T Switched Ethernet Service℠ circuits or tickets.
The Reported PVCs/EPVCs Data screen lets you view the PVCs/EPVCs that were reported to be in trouble when the circuit ticket was created.
Note: If the ticket was created by an AT&T eMaintenance user, there can be up to 5 PVCs/EPVCs listed. If the ticket was automatically created by AT&T, there can be more PVCs/EPVCs in the table - up to 300 (only the first 300 are displayed).
The Reported PVCs/EPVCs Data screen opens when you click the "View PVCs/EPVCs" hyperlink on the View/Edit Ticket screen.
The Reported PVCs/EPVCs Data screen displays the PVCs/EPVCs Data associated with the ticket. At the top of the page the total number of PVCs/EPVCs is shown.
The PVC/EPVC Data table may show different columns of information. Some are always displayed:
S. No. - the number of the PVC in the list.
PVC ID.
PVC Feature Type.
VPN ID.
VPN Name.
Customer Edge VLAN Bottom.
Network VLAN Top.
The Reported PVCs/EPVCs Data screen contains the following command button:
The Reported EVCs Data screen is where
you can troubled EVCs that that have been associated with
an AT&T Switched Ethernet Service℠ circuit ticket you are viewing.
The Reported EVCs Data screen opens in
a separate pop-up window when you click the
"View EVCs" hyperlink on the
View Edit Ticket screen for an AT&T Switched Ethernet Service℠ circuit.
The Report EVCs Data Screen contains a
table that lists EVCs related to the circuit for which you are viewing the ticket.
On the top of this table is a line indicating the total number of EVCs
associated with the circuit.
The table contains the following columns of
information:
EVC ID - the unique identifier for the EVC.
CVLAN ID - the CVLAN ID associated with the EVC.
Class of Service - the class of service.
Service Option - the service option.
Committed Information Rate (in Mbps) - minimum speed at which the service will transmit information, in megabits per second.
The Reported EVCs Data screen contains a
"Close" button which closes this pop-up window.
The following text boxes for entering "Authorized by"
information:
First Name - the first name of the contact person authorizing
this rescheduled intrusive test.
Last Name - the first name of the contact person authorizing
this rescheduled intrusive test.
Phone - the Phone Number of the contact person authorizing
this rescheduled intrusive test.
Prompt#/Extn - the prompt number or telephone extension of the
contact person authorizing this rescheduled intrusive test.
Enter Comments - notes regarding contact times or other information
about the contact person authorizing this rescheduled intrusive test.
Comments must be 1600 characters or less.
The Reschedule Intrusive Test screen
contains the following command buttons:
Click "Submit" to submit the new time for this intrusive
circuit test.
Click "Reset Form" to bring back any prepopulated
information that you have changed on this screen.
Click "Cancel" to close this window without
rescheduling the intrusive test.
The Reschedule Intrusive Test screen
contains the following AT&T eMaintenance task navigation buttons:
The Cancel Intrusive Test screen contains a
statement notifying you that the ticket you came from via the
View/Edit Ticket screen will be closed if you
cancel the currently scheduled intrusive test.
The Cancel Intrusive Test screen contains the
the following command buttons:
The Request Information/Update Ticket screen
contains a description text box in which you enter more information
about your request.
The Request Information/Update Ticket screen
contains a Contact Information section with the following fields:
Name: a text box containing the contact person's name from the current
User Profile. This field is editable, but
any change applies only to this request.
Phone: a text box with the Phone Number from the current
User Profile.
This field is editable, but any change applies only to this request.
The Request Information/Update Ticket screen
contains the following command buttons:
Click "Submit" to submit your request.
A Request Information/Update Ticket Confirmation
appears with a with a hyperlinked ticket number that, when clicked, opens the
View/Edit Ticket screen for this ticket.
Click "Reset Form" to restore the values
that were present when the Request Information/Update
Ticket screen first opened.
Click "Cancel" to close this window without submitting
a request.
After clicking "Print Preview" on the View/Edit Ticket screen, the Print Preview for Ticket screen appears in a separate pop-up window.
The Print Preview for Ticket screen contains the same three sections of information as the View/Edit Ticket screen: Ticket Summary, Ticket Log,
and Contact Information.
The Ticket Summary section contains the following read-only fields:
Circuit ID, Phone Number, or Service ID - the service ID affected.
Asset ID - The unique identifier for the asset related to this ticket. This field appears for AT&T VPN circuit tickets only.
Original Asset ID - The original asset ID for the asset related to this ticket. This field appears for AT&T VPN circuit tickets only.
Ticket Status Summary - displays a status summary. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Progress Update - when available, displays update messages. This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
Next Step - when available, displays the next progress step. This field may not always appear. This field appears for AT&T VPN circuit and OPT-E-WAN circuit tickets only.
# of PVCs affected - if applicable, the number of Permanent Virtual Circuits affected.
Created By - the user type for the person who created the ticket and, if a customer, the login ID for that person (for tickets created in AT&T eMaintenance Release 13.0 and beyond only). Possible user type values are AT&T, Customer loginID, or Customer AT&T Solutions.
Copied From Ticket - the ticket number from which the data was copied. This field may not always appear.
Ticket Status - the current status of this ticket (i.e., Open/Active, Open/Cleared, Open/Customer Contested, Open/Customer Requested Close, AT&T Closed).
Created Date - the date this ticket was created.
AT&T Closed Date - the date this trouble ticket was closed by AT&T.
Trouble Type - the type of trouble being reported on this ticket.
Outage Condition - the priority of the outage caused by this trouble.
Trouble Description - a description of the trouble being reported.
Service Impacting - indicator of whether or not the trouble being reported affects service.
Reported Locations - the locations where trouble has been reported. This field appears only if this is a circuit ticket.
Ticket Type - identifies the ticket type.
Recurring Trouble - indicates whether or not this trouble has occurred in the past.
Dispatch Authorized - indicates whether or not AT&T and your access provider have been pre-authorized to send repair technicians to the reported location to isolate the problem (a fee may be associated with such a visit).
This field appears only on domestic circuit or phone tickets.
Calling From - the number from which a call was placed that experienced the reported trouble.
Appears only for tickets created on inbound nodal, outbound nodal, or shared nodal circuits; or on Phone Number tickets.
Calling To - the number to which a call was placed that experienced the reported trouble.
Appears only for tickets created on inbound nodal, outbound nodal, or shared nodal circuits; or on Phone Number tickets.
Service Assurance Qualified - whether or not AT&T's contract with you allows 8XX calls to be referred to another designated 8XX number if the original number experiences problems. In this case, you may use AT&T eMaintenance to designate the additional 8XX numbers to check after a ticket has been created.
This field appears only on Phone Number tickets OR on tickets that were created on circuits related to Toll Free numbers.
"Y" in this field means that Service Assurance is available on this circuit; "N" means that Service Assurance is not available.
Intrusive Test Authorized - "YES" indicates that you have authorized AT&T to conduct an intrusive test, if necessary; "NO" indicates that you have not authorized such a test, or you have a Test Assist ticket.
This field displays for tickets opened against domestic circuits only.
Power Available to Equipment?: - "Y" indicates that there is electrical power at the equipment's location; "U" indicates that the creator of the ticket was unsure if power was available at that time.
Network Service - the network service for the service ID. Possible values are:
Inbound Nodal
Outbound Nodal
Inbound Switched
Outbound Switched
Domestic Private Line
Shared Nodal
Domestic Frame Relay
Domestic OPT-E-WAN
Domestic ATM
International Frame Relay
International OPT-E-WAN
International ATM
International Private Line
Local Private Line
Local PRIME
AT&T VPN
AT&T Switched Ethernet Service℠
Diversity Option - "Advanced Access Failover," "Diverse Access," or blank.
This field appears for AT&T Switched Ethernet Service℠ circuit tickets only.
Type of Service - the network service offering purchased by the customer. See Type of Service Codes for a list of TOS codes and descriptions.
DLCI - if applicable, the Data Link Connection Identifier for the affected circuit.
Managed - indicator of whether or not the asset is managed by AT&T.
This field appears for AT&T VPN circuit tickets only.
Service Details - the list of service offerings that are provisioned for the circuit. Possible values are:
Circuit/TFN Alias - the unique label created to easily identify this circuit.
Requested Completion Date - The date and time by which you requested work on this ticket to be completed. This field appears for AT&T VPN circuit tickets only.
Completion Deadline - The actual deadline for work on this ticket to be completed. This field appears for AT&T VPN circuit tickets only.
First Worked On Date - the date/time the ticket was first worked on by AT&T.
ETTR - Estimated Time to Repair, the estimated time at which a trouble like this may typically be resolved.
Last Worked On Date - the most recent date/time the ticket was worked on by AT&T.
Referred Date - the date on which the ticket was referred to an internal AT&T maintenance center or external non-AT&T supplier for repair or testing assistance.
Returned Date - the date and time the ticket was returned from an internal AT&T maintenance center or external non-AT&T supplier.
Cleared Date - the date and time on which the trouble was corrected.
Customer Requested Close - the date and time on which the customer requested that the ticket be closed, either as a response to the "Open/Cleared" state set by AT&T or due to the trouble being resolved internally by the customer.
Contested Date - the date and time on which the customer disputed the problem resolution.
Clearance Summary - a short history of how this ticket was cleared. This field appears only on tickets that at one time have been cleared, typically Open/Cleared, Open/Customer Requested Close, Open/Customer Contested, and AT&T Closed tickets.
PVCs/EPVCs reported in trouble - a table containing the PVCs/EPVCs in trouble reported with the ticket.
The PVC/EPVC Data table may show different columns of information. Some are always displayed:
S. No. - the number of the PVC in the list.
PVC ID.
PVC Feature Type.
VPN ID.
VPN Name.
Customer Edge VLAN Bottom.
Network VLAN Top.
Network VLAN Bottom.
EVCs reported in trouble - a table containing the EVCs in trouble reported with an AT&T Switched Ethernet Service℠ ticket, as follows:
EVC ID - the unique identifier for the EVC.
CVLAN ID - the CVLAN ID associated with the EVC.
Class of Service - the class of service.
Service Option - the service option.
Committed Information Rate (in Mbps) - minimum speed at which the service will transmit information, in megabits per second.
Ticket Alias - the ticket alias created to quickly identify this ticket.
The Contact Information section contains the following read-only fields:
First Name - the first name of the person who is handling this trouble ticket.
Last Name - the last name of the person who is handling this trouble ticket.
Phone - the Phone Number of the person who is handling this trouble ticket.
Prompt #/Extension - notes about or phone extension for
the progress contact person.
ly.
Reported By - contains information on the person who reported the ticket:
First Name
Last Name
Phone
Prompt #/Extension
Contact Hours
From
To
Note
Phone Number Location Information (Phone Number tickets),
or
SITE Location Information (Local tickets) - lists the following
additional fields:
Company Name - the company name of the customer associated with
the Phone Number or site.
Street - the street address associated with the Phone Number or site.
City - the city associated with the Phone Number or site.
State - the state associated with the Phone Number or site.
Zip Code - the ZIP code associated with the Phone Number or site.
Country - the country associated with the Phone Number or site.
Room - the room associated with the Phone Number or site.
Floor - the floor associated with the Phone Number or site.
Contact Name - the name of the contact person at the location associated
with this ticket.
Phone - the Phone Number of the contact person at the location associated
with this ticket.
CPE Vendor - the company that sells the customer premises equipment
in question. This field appears for Phone Number tickets.
CPE Type - the category for the customer premises equipment. This field
appears for Phone Number tickets.
Location Access Hours - the time period (in local time) for
each day of the week during which the person listed in the "Contact
Name" field can be reached. This field appears for Phone Number tickets.
SITE Access Hours - the time period (in local time) for
each day of the week during which the person listed in the "Contact
Name" field can be reached. This field appears for Local tickets.
The Print Preview for Ticket
screen contains the following buttons:
Click "Print" to print the information
on this window.
The Request Escalation
screen allows you to submit a request that AT&T escalate a
ticket for reasons that you describe on the screen. See
Requesting Escalation
for the step-by-step procedure.
You should request escalation for a ticket only if you are not satisfied with the progress on the ticket.
Note: Each service has a time window during which only one escalation request can be active at a time for a ticket. For
AVPN tickets, if an escalation was recently requested for the ticket and the time window has not yet expired, a message displays the escalation interval for the service type, and how many minutes must elapse before the ticket can be escalated again.
The Request Escalation
screen consists of the following sections:
Reasons for Requested Escalation and
Contact Information. These sections are laid out as follows:
The Reasons for Requested Escalation section contains
a drop-down list for selecting the reason for your request, of which you must
choose one (this information is added to the Ticket Log):
Beneath the drop-down box is a text box for you to enter
additional details regarding your request (1600 characters maximum).
The Contact Information section contains the
following fields:
Name - your name as provisioned in your
User Profile. This field is editable.
Phone - your telePhone Number as provisioned in your
User Profile.
This field is editable.
The Request Escalation screen
contains the following command buttons:
Click "Submit" after you select the reason(s) for the request
and enter a description of the problem in the Description field.
A confirmation message appears on the Request
Escalation screen, with a hyperlinked ticket number that, when
clicked, opens the View/Edit Ticket screen for this ticket.
Click "Reset Form" to erase any information that
you entered and restore default information.
Click "Cancel" if you decide not to proceed with
the request for escalation.
The Request Escalation screen closes.
The Request Escalation screen
contains the following AT&T eMaintenance task navigation buttons at the bottom
of the screen:
Click "View/Edit Ticket" to view details on the ticket.
Click "Request Ticket Closure" to submit a request
to close the ticket.
You should search daily for tickets in the Open/Cleared state and close or contest them, if necessary. You cannot contest tickets in the Open/Customer Requested Close or AT&T Closed states, since you have already requested that they be closed or AT&T has already closed them.
The Contest Ticket screen consists of the following:
A drop-down list for selecting the reason for your request, of which you must choose one (this information is added to the Ticket Log). The available options depend on how you are provisioned.
Note about "Keep Ticket Open for 24 Hours": If you choose this reason for contesting, this ticket stays in the Open/Cleared state for 24 more hours. During this time, you cannot escalate this ticket even though it has been contested.
Note about "e;Still Experiencing Bandwidth Issues/Latency/Jitter/Delay": If you choose this reason for contesting you will need to answer follow-up questions, depending on how you are provisioned and the particular problem.
The Have you checked the power to the CSU and verified the inside wiring? field, which contains Yes or No radio buttons.
Note: This question is visible only when "Service Down Hard" is selected from the "Reason for Contesting" drop-down list.
The Authorize Testing field, which contains radio buttons for authorizing AT&T to perform an intrusive test on the circuit experiencing trouble.
You can select "Authorize Testing" Now, No or Later.
Choosing "Now": Intrusive Testing will be run to isolate the problem.
Choosing "No": This option will delay the resolution of the problem.
Choosing "Later": You will be able to schedule time up to 72 hours from your request.
Note: "Authorize Testing" is mandatory for all tickets except those contested with "Keep Ticket Open for 24 Hours".
The Dispatch Authorized field, which contains radio buttons for authorizing dispatch.
You can select "Dispatch Authorized" Yes or No.
Note about "Dispatch Authorized":
This field only appears when dispatch was not authorized during Create Ticket.
When dispatch is authorized Location Information will be displayed.
Location Information, consisting of:
Contact Name - This field is editable but the changes apply to this request only.
Phone - This field is editable but the changes apply to this request only.
Location Access Hours - These fields are editable but the changes apply to this request only.
Note about "Location Information": When dispatch is authorized Location Information will be displayed.
The Update Log text box, in which you enter your reason for contesting the ticket (1600 characters maximum).
Click inside this box and type in your reason for contesting this ticket.
Contact Information, consisting of:
Name - your name as provisioned in your User Profile. This field is editable but the changes apply to this request only.
Phone - your telephone Number as provisioned in your User Profile. This field is editable but the changes apply to this request only.
The Contest Ticket screen contains the following command buttons:
Click "Submit" to contest this ticket.
A Ticket Modification Message appears, displaying a confirmation message that includes the ticket number, which links to the View/Edit Ticket screen.
Record the ticket number for your records, if necessary. Click "OK" to close the Ticket Modification Message.
Click "Clear Form" to restore default information.
Click "Cancel" to close the Contest Ticket screen without making changes.
The Contest Ticket screen contains the following AT&T eMaintenance task navigation buttons at the bottom of the screen:
Click "View/Edit Ticket" to view details on the ticket.
Click "Request Ticket Closure" to request that AT&T close the ticket.
The Request Closure for Ticket screen is where
you authorize AT&T to close tickets.
You should search daily for tickets in the Open/Cleared state and close
(or contest) them.
You may also request closure for tickets in the Open/Active or Open/Customer Contested states; if you do this, the Request Closure for Ticket screen
contains a Reason for Request Closure drop-down list containing two options: "Other" and "Customer Premise Equipment (CPE) Trouble."
You cannot request closure on tickets in the Open/Customer
Requested Close or AT&T Closed states, since you have already
requested that they be closed or AT&T has already closed them. See
Contesting a Ticket or
Closing a Ticket for the step-by-step procedure.
The Request Closure for Ticket screen
contains one field: the Update Log text box. If desired, you can
enter a reason, up to 1600 characters in length, for the ticket closure
request. Click inside this box to type in your reason.
The Request Closure for Ticket screen
contains the following command buttons:
Click "Submit" if you have made changes to the
log in the Update Log field and wish to close the ticket.
The Ticket Log Confirmation Message
window opens, containing a confirmation message and the ticket number,
which links to the View/Edit Ticket screen.
Record the ticket number for your records, if necessary. Click
"OK" to close the Ticket
Log Confirmation Message.
Click "Clear Form" if you want to restore any
default information if that you had changed.
Click "Cancel" to close
this screen without making changes.
The Request Closure for Ticket
screen contains the following AT&T eMaintenance task navigation
buttons at the bottom of the screen:
The Work With Subdivisions screen
allows you to change the active subdivision group you are working
with and to search for service IDs across all subdivisions.
The Work With Subdivisions screen
contains two sections:
Change Subdivision and Search Across All Subdivisions.
The Change Subdivision section contains a scroll-down list
of all subdivision group names provisioned for the company. Selecting a
subdivision group from this list makes it active for the current session. See
Changing Active Subdivision
for the step-by-step procedure.
The Change Subdivision section contains the following
command buttons:
Click "Submit" to process the subdivision
group change.
Note for Masquerading Users: When you change subdivisions
while working in AT&T eMaintenance, you must restart
Auto-Status Notification, if it is
running, to get valid notification data. Simply refreshing the screen
will bring up errors.
Click "Cancel" to close the screen without
making any changes.
Click "Preview Profile" to view the
information provisioned for the selected group.
The Search Across All Subdivisions section lets you search
all of your subdivisions for a list of service IDs that meet your selected
criteria. It contains fields, checkboxes, and radio buttons for you to
narrow your search. See
Searching Across All Subdivisions
for the step-by-step procedure.
Note about Local: If you are provisioned only for Local Service, the
Search Across All Subdivisions feature is not available to you.
The Search Across All Subdivisions section contains the
following fields:
Network Services: contains those services you are provisioned
for (services you are not provisioned for are grayed out. Click the box next
to the network service(s) you wish to be searched.
Note: If you submit a Network Service-based search
but you selected a radio button other than "Circuit
ID," a Network Services
Selection message pops up telling you that
AT&T eMaintenance automatically selects the correct
network service for searches not based on circuit ID.
In this window, you can:
Click "OK" to continue your search.
Click "Cancel" to cancel your search.
Search String - a text box that lets you enter a maximum of 25
characters pertaining to your search criteria (i.e., circuit ID, Toll Free
number, MCN).
Note: The percent sign (%) is used for wildcard
searches. However, wildcard searches are not permitted when
searching for circuit IDs.
Radio buttons to search on circuit ID, Toll Free number, or
MCN (depending upon how you are provisioned):
The Toll Free Number radio button appears only if you are
provisioned for Toll Free Number service.
The MCN radio button appears only if you are provisioned with more than one MCN.
The Search Across All Subdivisions section contains the following
command buttons:
Click "Search" to initiate a search based
on the radio button selected and the search string entered in the text box.
Click "Reset Form" to restore the original
values to the text box and the radio buttons.
Click "Clear Form" to clear all information from the form.
The Variable Search Results screen shows the
results of your search from the Search Across All Subdivisions
section of the Work With Subdivisions screen.
The Variable Search Results screen contains a table with
the following columns:
The Select column contains radio buttons you use to select the item you wish to see
subdivisions for.
The second column contains all the items resulting from your search. The title of
this column will reflect the criteria you searched on: circuit ID, Toll Free number, or
MCN.
The Variable Search Results screen
contains the following command buttons:
Click "View Subdivisions" to see the list of
subdivisions that apply to the item you selected.
The Subdivision Search Results screen shows the
subdivisions that apply to the service ID you selected from the
Variable Search Results screen based upon your search from the
Search Across All Subdivisions section of the
Work With Subdivisions screen.
Note: If you have submitted an invalid subdivision search, a Bad
Subdivision Search message appears instead of the Subdivision
Search Results screen, stating that the current selection is not applicable
to any subdivision due to one of these causes: 1. The MCN containing the selection is not associated with any subdivision. 2. There are subdivisions provisioned for the MCN, but none of them are provisioned
with the network service associated with the selection.
Click "OK" to close this window.
The Subdivision Search Results screen contains a
scroll-down list of the subdivisions that apply to the match from your search.
The Subdivision Search Results screen contains
the following command buttons:
Click "Change Subdivision" to change the active subdivision
you are working with. See Changing Active Subdivision
for the step-by-step procedure.
The Profile for Group Name screen allows you to view
information provisioned for the selected subdivision group. You can also select an MCN
and view subnetworking details for the MCN. This screen opens when you click
"Preview Profile" from either the
Work With Subdivisions screen or
the Subdivision Search Results screen.
The Profile for Group Name screen contains the
following information:
Network Services - the network services provisioned for the
subdivision group.
Privileges - the privileges you are provisioned
for and the user type or "Subdivision Access Type" you
are provisioned as.
Provisioned MCNs - all MCNs (including subnetworked
by CID or GRC/SOC, or by CLS) provisioned for the subdivision group.
You can select an MCN to see the subnetworking details.
The Profile for Group Name screen
contains the following command buttons:
Note: The Start Auto-Status
Notification screen appears only the first time
you click "Auto-Status" on the
Navigation Bar.
After the first time, you are automatically taken to the
Auto-Status Notification screen.
The Select Type of Status section allows you to select
the type of status you want reported on the Auto-Status Notification
screen. You must select at least one of the following checkboxes:
Enable Ticket Auto-Status Notification - checkbox for status reporting
on your ticket(s). The default is enabled. Based on your filtering criteria,
Ticket Auto-Status Notification reports open tickets and tickets closed within
the past 24 hours.
Enable Test Auto-Status Notification - checkbox for status reporting on
your requested tests. The default is disabled.
The Customize Ticket Status Notification section lets you
limit the reporting of ticket status to tickets for the selected network
services (services you are not provisioned for are grayed out). Possible
network services include:
AT&T VPN
Domestic ATM
Domestic Frame Relay
Domestic INCS
Domestic OPT-E-WAN
Domestic Private Line
Frame Relay Plus Only
International ATM
International Frame Relay
International OPT-E-WAN
International Private Line
Local PRIME - not displayed when provisioned for Local Services only
Local Private Line - not displayed when provisioned for Local Services only
Local Services - displayed when provisioned for Local Services only, or Local Services with Local PRIME and/or Local Private Line
Nodal and Switched
AT&T Switched Ethernet Service℠
Shared Nodal
The Limit Auto-Status Reporting to Specific Ticket-Related Variables
section allows you to limit the reporting of ticket status information by entering
a specific variable for notification. Variable types include:
CCID - available for Local Services only, or Local Services with Local PRIME and/or Local Private Line
The Limit Auto-Status Reporting to Specific Ticket-Related Variables contains the following fields (depending upon how you are provisioned):
Reported By - select tickets based on a user or group of users who reported troubles. "All" is selected by default.
Search String - a text box for entering your ticket criteria (i.e., circuit ID, MCN, circuit/TFN alias, Phone Number, ticket number, ticket alias, ACNA/BAN, subnet name, Local service ID, or BES BAN).
Radio buttons for selecting the ticket criteria you are entering in the "Search String" text box.
Note about Limiting Ticket Auto-Status: To limit the ticket status
reporting to a particular variable,
enter all or part (followed by %) of the variable in the "Search
String:" text box, and click the corresponding radio button, keeping
the following considerations in mind:
The "MCN" radio button appears only if you are
provisioned with more than one MCN.
The "ACNA/BAN" radio button appears only if you are
provisioned with AT&T Switched Ethernet Service℠ service. The ACNA and BAN values must be separated by a forward slash (/) character.
The "Subnet Name" radio button appears only if
you or your current subdivision are provisioned for multiple subnetworking.
The "Local Service ID" and "BES BAN"
radio buttons appear only if you are provisioned with Local Service.
The "Local Phone Number" radio button appears only if
you are provisioned with Local PRIME Service.
Valid values for a Phone Number search include numbers, spaces,
hyphens, parentheses, or the percent sign (%).
Valid values for a circuit ID search for Domestic Private Line,
International Private Line, Domestic Frame Relay, Frame Relay Plus,
and Domestic ATM services include numbers, letters, spaces, or the
percent sign (%).
Circuit ID search for International Frame Relay and International ATM network services allows any character.
The Ticket Auto-Refresh Interval section provides
a drop-down list for selecting the time interval for updates:
The minimum notification interval is 10 minutes
The maximum notification interval is 60 minutes
The default notification interval is 30 minutes
The Start Auto-Status Notification
screen contains the following command buttons:
Click "Start Notification" if you want
to initiate Auto-Status Notification.
The Auto-Status Notification screen displays AT&T eMaintenance ticket and test events.
The Auto-Status Notification screen displays the status of events that match the criteria selected on the Start Auto-Status Notification screen (see Starting Auto-Status Notification for more information). The most recent events appear at the top of the list.
Because ticket events are reported in Central Standard Time (CST), the Auto-Status Notification screen contains the CST icon for opening the CST Display in the upper lefthand corner, so you can see what the system time is.
The Auto-Status Notification screen contains the following tables:
The Ticket Auto-Status table provides information regarding the status of your tickets, as follows:
Rows in the Ticket Auto-Status table are highlighted according to ticket status, as follows:
White indicates that the ticket is in the Open/Active state or that this ticket event is not new.
Green indicates that the ticket is in the Open/Cleared state. The ticket status of Open/Cleared is a link that you can click to close or contest the ticket. You should authorize AT&T to close these tickets.
Pink indicates that the ticket has been AT&T Closed.
Note: The Auto-Status Notification screen only shows tickets that have been closed in the last 24 hours.
Purple indicates that AT&T is requesting authorization for Local Services only tickets. This color will show for 15 minutes. If the status is updated before that time, the color will change. You can click the ticket link and choose to Authorize or Deny the request on the Authorization Tab.
Orange indicates that AT&T is requesting authorization for Request for Performance Measures only tickets. This color will show for 30 minutes. You can click the ticket link and choose to Grant or Deny the request on the Authorization Tab. After 30 minutes without authorization the ticket will close.
Blue indicates that the ticket has a status other than those indicated by other colors.
You can sort the information in the various columns in the Ticket Events table by clicking the arrow in the appropriate column header. Clicking the arrow once sorts in ascending order; clicking it again sorts in descending order.
Columns in the Ticket Auto-Status table include:
Tag - a checkbox allowing you to select tickets to monitor closely. Click the checkbox and click the Tag arrow icon to move the selected ticket to the top of the list.
The ticket you have selected is moved to the top of the list and remains there until you have deselected it or until you sort the list by clicking one of the other column-heading arrows.
Ticket # - the unique number assigned to the ticket. This number is a hyperlink that, when clicked, opens the View/Edit Ticket screen for this ticket.
Ticket Status - identifies the current status of the ticket. The term Open/Cleared in this column provides a hyperlink that brings up a message in a pop-up window asking if AT&T can close the ticket.
Ticket Detail - reiterates the ticket status color description for accessibility compliance.
Service ID - the AT&T circuit ID, Phone Number, or Local service ID on which the ticket has been created.
Event Time (CST) - the date and time that the event occurred.
Ticket Alias - the unique label entered during ticket creation to quickly identify the ticket.
Circuit/TFN Alias - the unique label created to identify a circuit or Toll Free number. If there are no current tickets created on circuits or Toll Free numbers, this column will not appear.
The Test Auto-Status table appears if there are tests to be reported. If not, the following message displays:
Note: For circuits with a test status of "Scheduled," clicking the circuit ID hyperlink opens the Reschedule/Cancel a Test screen. For circuits with a status of "Cancelled" or "Request Failed," clicking the circuit ID hyperlink opens the Reschedule a Test screen.
Note for Read-Only Users: If you are a Read-Only user, circuit IDs for circuits with statuses of "Scheduled," "Cancelled," or "Request Failed" are not hyperlinked.
Segment - identifier for this portion, or leg, of a multipoint circuit. If this is not a multipoint circuit, this table cell will be blank.
DLCI - the Data Link Connection Identifier for the circuit being tested. This column only displays if you are provisioned for Domestic Frame Relay, International Frame Relay, Frame Relay Plus, or AT&T VPN network services.
Circuit Alias - the alias for the circuit being tested.
Segment -
identifier for this portion, or leg, of a multipoint circuit. If this is not a multipoint circuit, this table cell will be blank.
Test Status - the status of the requested test. Possible values include:
Cancelled
Note about "Cancelled" Status: The word "Cancelled" is a hyperlink that, when clicked, opens a Cancellation Reason pop-up window containing the reason this test was cancelled. This reason is stored for 48-49 hours after the test was cancelled (see Test Cancellation Reasons for the complete list).
Completed
Initiated
Request Failed
Requested
Scheduled
Testability
Test Requested - the type of test requested for this circuit.
Initiation Date/Time - the date and time the test for this circuit was initiated.
Note: If a test status is listed as "testability," the time indicated in the Initiation Date/Time column reflects the time this test was requested, not the time it was initiated.
Service Affecting - whether or not the requested test will affect service. If you are provisioned only for AT&T Switched Ethernet Service℠ service, this column is not displayed.
Initiator Name/Phone - the name and telePhone Number of the person who initiated this test.
Test results start out sorted by date, then by status, but can be reordered by clicking the clicking the arrow icon in the appropriate column header. Selecting the arrow once sorts in ascending order; selecting it again sorts in descending order.
The Auto-Status Notification screen contains the following AT&T eMaintenance task navigation buttons at the bottom of the screen:
Click "Refresh" to reload the notification data using the current search criteria.
Note for Masquerading Users: When you change subdivisions while working in AT&T eMaintenance, you must restart Auto-Status Notification to get valid notification data. Refreshing the screen without closing and opening Auto-Status will bring up errors on the screen.
The View Reports screen lets you generate different
reports for ticket activities that have occurred within a 1- to 60-day interval. See
Working with Reports for the step-by-step procedure.
Note about Ticket Service ID Changes: If the service ID of a
ticket is changed, the new service ID, MCN, and TOS of the new service
ID will be reflected in the reports wherever applicable.
Reports appear in separate pop-up windows that open once you've selected your criteria
and clicked "Generate Reports."
You can print these reports right from the individual pop-up windows (see
Printing Reports).
The View Reports screen contains the following fields
(see Generating Reports for the step-by-step procedure):
Select a Report Type - allows you to select a report type
from the drop-down list. These types include:
Ticket Categorization Report - used to compare
trouble incidence rates for each service type. The number of open and
closed tickets are listed by Type of Service and Reported By data. See
Ticket Categorization Report Screen
for more information.
Brief Ticket Summary Report - lists tickets
sorted by AT&T ticket number in descending order.
This report
contains a brief description for open and closed tickets, displaying
data such as the AT&T ticket number, ticket alias, service ID,
circuit/TFN alias, DLCI, reported trouble type,
type of service, create
date, ticket status detail, ticket type, reported by, and created by.
See Brief Ticket Summary Report Screen for
more information.
Closed Ticket Detailed Summary Report - a detailed
report of all tickets with an AT&T closed date within the selected time
period.
This report contains detailed ticket identification information (such
as ticket number, ticket alias, etc.) and ticket closure information such
as analysis code description, the Time to Repair
value, clearance summary, and clearance code description. See
Closed Ticket Detailed Summary Report Screen
for more information.
Related Tickets/History Report - lists AT&T open
and closed tickets having a creation date within a selected time period
for a specific service ID (circuit ID, Phone Number,
Local service ID). Ticket number, ticket alias, create date, ticket
status, trouble type, and other data are provided for each ticket found.
Service ID Ticket Activity Report - lists the number
of open and closed tickets for each service ID. This report also includes
circuit/TFN alias and DLCI, where applicable. See
Service ID Ticket Activity Report Screen
for more information.
Activity Report - details AT&T eMaintenance usage for each
login and for the entire company. The activities presented in this report are Ticket
Creation, Viewed Service ID Inventory, Testing, Request Callback, Escalation, Contest
Ticket, Requesting Service Assurance during Ticket Create (for voice tickets only). See
Activity Report Screen for more information.
Data Extraction Report - presents data on closed
tickets in a text file that you can view on screen or download to your PC
or workstation in a customized format. This report was created especially for
use in spreadsheets, databases, etc. See
Data Extraction Report Screen
for more information.
Select a Date Range - lets you choose a date range
for your report from a drop-down list. Choices include:
Previous month
Today
Last 2 days
Last 7 days
Last 10 days
Last 30 days
Last 60 days
Last 90 days
Note: Entering a start and end date in their respective fields overrides
the value in the "Select a Date Range" field.
Start Date - allows you to enter the date (in MM/DD/YYYY format)
at which you want the report to start.
End Date - allows you to enter the date (in MM/DD/YYYY format) at
which you want the report to end.
Reported By - allows you to generate reports based on the following criteria:
By default, the Selected list on the left contains the value All.
When All is selected, all trouble tickets are returned in the report, regardless of the source of the ticket, or who created it.
To restrict a report to troubles reported by specific user(s) who have access to and created tickets via the AT&T eMaintenance for Transport Services tool, select one or more users in the Available list on the right and click "Add" to move them to the Selected list. To remove users from the Selected list, select them and click "Remove" to move them to the Available list.
When you restrict a report to specific user(s), all tickets reported by those users are returned, whether the tickets were created by the user or by AT&T.
The View Reports screen contains the following
command buttons:
Click "Generate Reports"
to open the report in a pop-up window.
The requested report appears in a pop-up window.
When you have finished viewing the report, click the "OK"
button. The pop-up window closes.
Click the "Download Type" drop-down list to select the download file type. The choices include:
CSV (.csv)
Excel (.xls)
Word (.doc)
PDF (.pdf)
Text (.txt - pipe delimited)
Click "Download Reports" to download the requested report in the requested format.
Click "Clear Form" if you want to restore the
default information.
The Ticket Categorization Report is
used to compare trouble incidence rates for each service type. This
report displays the number of open and closed tickets listed by Type
of Service and Reported By data. See
Generating Reports
for the step-by-step procedure.
The Ticket Categorization Report screen
contains the following sections:
Section 1: Type of Service displays the following
columns of information:
Type of Service - the network service offering provisioned. This
column may contain codes that describe the service provisioned for the
customer; see Type of Service Codes
for a list of possible codes.
Number of Tickets - broken down by ticket status/detail, as follows:
Open/Active
Open/Cleared
Open/Customer Contested
Open/Deferred (available for users provisioned with Local Services only)
Open/Customer Requested Closed
AT&T Closed
Total
Total
Section 2: Reported By displays the following
columns of information:
Reported By - person who created the ticket.
Ticket Source - source of the ticket, either AT&T or customer.
The Closed Ticket Summary Report screen lists
tickets that have an AT&T Closed Date within the selected time period. This
report displays the number of closed tickets listed by Trouble Type, Analysis
Code, Mean Time to Repair, and Ticket Type. See
Generating Reports
for more information.
The Closed Ticket Summary Report screen contains
the following tables:
The Section 1: Reported Trouble Type table contains the following columns of information:
Reported Trouble Type - the trouble type reported during the ticket creation process.
# of Tickets - number of tickets.
The Section 2: Analysis Description table contains the following columns of information:
Analysis Code Description - a description of the analysis code associated with this trouble.
# of Tickets - number of tickets.
NOTE: For Local Services only with Local PRIME and/or Local Private Line Section 2: Analysis/Clearance Code Description/Trouble Found consists of two tables. The Analysis Description table to the left of the Clearance Code Description/Trouble Found table. For Local Services only, there is no Analysis Description table displayed. For Local Services only with Local PRIME and/or Local Private Line, if only Local Service tickets are returned, then only the Clearance Code Description/Trouble Found table will display.
The Section 2: Clearance Code Description/Trouble Found table contains the following columns of information:
Clearance Code Description/Trouble Found - a description of the clearance code/trouble found associated with this trouble.
# of Tickets - number of tickets.
The Section 3: Mean Time To Repair table contains the following columns of information (subdivided by AT&T Originated Tickets and Customer Tickets):
Type of Service - the network service offering provisioned (see Type of Service Codes for a list of TOS codes and their descriptions). The Type of Service listed in this column is hyperlinked---clicking this link opens the Closed Ticket Detailed Summary Report, which lists the tickets for this Type of Service in a separate pop-up window.
Mean Time to Repair (hhh:mm) - the average amount of time it took to clear a trouble for this type of service.
# of Tickets - number of tickets.
Note: The Mean Time To Repair calculations are not supported for tickets opened against AT&T Switched Ethernet Service℠ circuits.
The Section 4: Ticket Type table contains the following columns of information, depending on how you are provisioned:
The Brief Ticket Summary Report lists
tickets sorted by AT&T ticket number in descending order, providing
a quick look at ticket information in tabular format. See
Generating Reports
for the step-by-step procedure.
The Brief Ticket Summary Report screen
provides the following columns of data:
AT&T Ticket # - the ticket number assigned by AT&T.
Ticket Alias - the unique label entered during ticket
creation to quickly identify this ticket.
Managed - indicator of whether or not the ticket was created on
managed CPE. This field appears only for AT&T VPN tickets.
Service ID - the circuit ID, Phone Number, or
Local service ID on which the ticket was created.
GRC/SOC - the GRC/SOC associated with the ticket. This column does not display for for users provisioned with Local Services only.
Circuit/TFN Alias - the circuit alias associated with this circuit. This field only appears if the report lists tickets created on circuits. This column does not display for for users provisioned with Local Services only.
DLCI - the Data Link Connection Identifier for this circuit. This field only appears if the report lists tickets created on circuits. This column does not display for for users provisioned with Local Services only.
Reported Trouble Type - the trouble type for the problem being reported.
Type of Service - identifies the network service offering provisioned for the service ID. This column may contain codes that describe the network service provisioned for the customer; see Type of Service Codes for a list of possible codes.
Create Date - the date/time the ticket was created.
Ticket Status/Detail - the status/detail of the ticket (i.e., Open/Active, Open/Cleared, Open/Customer Contested, Open/Customer Requested Close, AT&T Closed).
The Closed Ticket Detailed Summary Report
provides, in tabular format, a detailed report of all tickets having an
AT&T Closed Date within the selected time period. See
Generating Reports
for the step-by-step procedure.
The Closed Ticket Detailed Summary
Report screen contains the following columns
of information:
AT&T Ticket # - the ticket number assigned by AT&T.
Ticket Alias - the unique label entered during ticket creation to identify this ticket.
Service ID - the circuit ID, Phone Number, or Local service ID on which this ticket was created.
GRC/SOC - the GRC/SOC associated with the ticket. For users provisioned with Local Services only this column is not displayed.
Circuit/TFN Alias - the circuit alias associated with this circuit. This field only appears if the report lists tickets created on circuits. For users provisioned with Local Services only this column is not displayed.
DLCI - the Data Link Connection Identifier for this circuit. This field only appears if the report lists tickets created on circuits. For users provisioned with Local Services only this column is not displayed.
Reported Trouble Type - the trouble type for the problem being reported.
Type of Service - the network service offering provisioned for the service ID. This column may contain codes that describe the service offering provisioned for the customer; see Type of Service Codes for a list of possible codes.
Network Service - the network service for the service ID.
City & State - the city and state where this circuit is located.
Managed - indicator of whether or not the ticket was created on
managed CPE. This field appears only for AT&T VPN tickets.
Analysis Code Description - a description of the
analysis code associated with this trouble. For users provisioned with Local Services only this column does not appear.
Time to Repair (hhh:mm) - the total time that elapsed between the
Create Date and the AT&T Cleared Date. For users provisioned with Local Services only this column is called Time to Repair/Total Duration.
Clearance Summary - a short description of how the trouble was cleared (generally supplied by AT&T). For users provisioned with Local Services only this column is called Clearance Summary/Close Out Narrative.
Clearance Code Description - a description of the
clearance code associated with this trouble.
Create Date - the date/time the ticket was created.
Cleared Date - the date/time the trouble was cleared. For users provisioned with Local Services only this column is called Date/Time Restored.
AT&T Closed Date - the date/time AT&T closed the ticket.
Reported By - the person who reported the trouble.
Created By (login) - the login of the creator of the ticket.
The Closed Ticket Detailed Summary Report screen
contains the following button:
When you select "Related Tickets/History" from the report type
menu on the View Reports screen and click "Generate
Reports," the Related Tickets/History for Service/Site
ID screen opens in a separate pop-up window.
The Related Tickets/History for Service/Site
ID screen is the first of three screens used to create a
Related Tickets/History Report.
The Related Tickets/History
screen contains the following fields:
ID - text box for entering the appropriate service ID.
The Related Tickets/History
screen contains the following service type radio buttons:
Circuit ID
Circuit/TFN Alias
Phone Number
Local Service ID
BES BAN
Local Services - this radio button appears for users provisioned with Local Services only
Local Phone Number - this radio button appears for users provisioned with Local Services only
Note: If the Local Services radio button is chosen the Type drop-down menu will display and a value must be selected.
The Related Tickets/History
screen contains the following command buttons:
Click "Submit" to submit this search criteria to
AT&T eMaintenance and begin creating your report.
Search Results for Related Tickets/History Report Screen
When you click "Submit" on the
Related Tickets/History screen,
if there are two or more results matching the criteria you entered, the
Search Results for Related Tickets/History Report
screen opens with a list of applicable service IDs.
The Search Results for Related Tickets/History
Report screen is the second of three possible screens used
to create a Related Tickets/History Report.
The Search Results for Related Tickets/History
Report screen contains a table with the following columns:
Select - a column of radio buttons for you to select the
service ID for which you are creating a report.
Service ID - a column containing the actual service IDs.
This column will be named for the type of service ID you chose
on the Related Tickets/History for Service/Site
ID screen. For example, if you chose to search on circuit
ID, the title of this column will be "Circuit ID."
The Search Results for Related Tickets/History Report
screen contains the following command buttons:
Click "Previous" to view the previous set of circuit IDs.
The Related Tickets/History Report lists
AT&T open and closed tickets having a creation date within a selected
time period for a specific service ID (circuit ID, Phone Number, or Local
service ID). Ticket number, ticket alias, create date, ticket status, trouble
type, and other data are provided for each ticket found.
The Related Tickets/History Report screen
contains a table with the following columns of information:
Ticket # - the ticket number assigned by AT&T eMaintenance.
Ticket Alias - the customer-created ticket alias for this ticket.
Create Date - the date/time at which the ticket was created using
AT&T eMaintenance. If the ticket was not customer-created, it is the
date/time an AT&T technician created the trouble ticket.
Ticket Status - the current state of the trouble ticket.
Trouble Type - the trouble type for the problem associated
with the service ID.
Clearance Code Description - a description of the
clearance code associated with this trouble.
Analysis Code Description - a description of the
analysis code associated with this trouble. This column does not display for users provisioned with Local Services only.
Note: This column does not display for Local services results only, but does for Local PRIME and Local Private Line services results.
The Related Tickets/History Report screen contains the following button:
The Service ID Ticket Activity Report screen
lists the number of open and closed tickets for each service ID in tabular format.
This report also includes circuit/TFN alias and DLCI,
where applicable. See
Generating Reports
for the step-by-step procedure.
The Service ID Ticket Activity Report screen contains the following columns of information:
Service ID - the circuit ID, telePhone Number, or Local service ID on which the ticket was created.
Circuit/TFN Alias - the alias for this circuit or Toll Free number. This field only shows if the report lists tickets created on circuits. For users provisioned with Local Services only this column does not display.
DLCI - the Data Link Connection Identifier for this circuit. This field only shows if the report lists tickets created on circuits. For users provisioned with Local Services only this column does not display.
The Data Extraction Report presents data on
closed tickets in a text file that you can view on screen or download to
your PC or workstation. The information in this report may be used in spreadsheets,
databases, or other applications. See
Generating Reports
for the step-by-step procedure.
The Data Extraction Report includes the following
columns of ticket information, where applicable:
Note: Fields in the Data Extraction Report are
pipe-delimited. If a particular field is blank, it is represented by two pipes with
nothing in between them.
AT&T Ticket Number - the ticket number assigned by AT&T.
Customer Ticket Number - the ticket number assigned by the customer.
Service ID - the circuit ID, Phone Number, or Local service ID
for which the ticket was created.
Circuit/TFN Alias - the alias for this
circuit or Toll Free number. This field only shows if the report lists tickets
created on circuits.
DLCI - the Data Link Connection Identifier for this circuit. This
field only shows if the report lists tickets created on circuits.
# ckt locations in trouble - the number of circuit locations
that are experiencing the problem. This field only shows if the report lists
tickets created on circuits.
Street Address - the street address for the service ID.
City and State - the city and state for the service ID.
Trouble Code Description - a description of the trouble code associated with this ticket.
Analysis Description - a description of the trouble reported by the analysis code associated with this ticket.
Clearance Summary - a short description of how the trouble was cleared (generally supplied by AT&T). For users provisioned with Local Services only this column is called Clearance Summary/Close Out Narrative.
Priority - the outage condition selected during ticket creation that indicates the severity of the trouble (total outage, partial outage, degraded condition).
Type of Service - the network service offering provisioned. This column may contain codes that describe the service provisioned for the customer; see Type of Service Codes for a list of possible codes.
Ticket Source - the source of the ticket (i.e., customer or AT&T).
Create Date - the date/time at which the ticket was created.
First Worked on Date - the date/time the ticket was first worked on by AT&T.
Referred Date - the date on which the ticket was referred to an internal AT&T maintenance center or external non-AT&T supplier for repair or testing assistance.
Returned Date - the date and time that the ticket was returned from an internal AT&T maintenance center or external non-AT&T supplier.
Cleared Date - the date/time the trouble was cleared. For users provisioned with Local Services only this column is called Date/Time Restored.
AT&T Closed Date - the date/time AT&T closed the ticket.
Clearance Code Description - a description of the clearance code associated with this trouble.
Time to Repair - the total time that elapsed between the Create Date and the AT&T Cleared Date. The TTR data output is in minutes, with seconds rounded up to the minute. For users provisioned with Local Services only this column is called Time to Repair/Total Duration.
Ticket Alias - the customer-created ticket alias for this ticket.
Managed - indicator of whether or not the ticket was created on managed CPE. This field appears only for AT&T VPN tickets.
The Data Extraction Report screen contains the following button:
Scheduled Maintenance is a feature which enables users who are provisioned for it to create a maintenance schedule (time window) for planned maintenance on an Asset ID. By creating such a maintenance window, a user is instructing AT&T systems and people to suspend Proactive Maintenance on a Service ID, since the planned maintenance may cause alarms that are not true troubles which require ticket creation, tracking, etc.
The Scheduled Maintenance Search screen lets you search for, or enter, specific circuits for which to create Scheduled Maintenance windows.
Free-form format (International FR and International ATM circuits). Free-format circuits can range from 1 to 25 characters and can contain nearly any printable character. If you select this search method, you must either begin the string with the wildcard % or select International FR or International ATM in the Network Services section.
The Scheduled Maintenance Search screen dislays different sections depending on your user type and provisioning:
Upload Circuits (only available for certain service lines)
Search for Circuits (which contains Network Services and either Wild Card Search or Selective Search)
Display All Circuits
Query Specific Circuit
Note about Saved Searches: If you performed a circuit search in a previous session, AT&T eMaintenance saved and now displays your last search criteria on the Scheduled Maintenance Search screen.
Click "Clear Form" to clear all information on the screen.
The Search for Circuits section contains Network Services and either Wild Card Search or Selective Search:
Network Services - This area contains checkboxes for selecting the Network Service(s) to search for circuits against (services that you are not provisioned for are grayed out):
AT&T VPN
Domestic Frame Relay
Domestic OPT-E-WAN
Frame Relay Plus Only
International Frame Relay
International Private Line
Domestic ATM
Domestic INCS
Domestic Private Line - Nodal
International ATM
International OPT-E-WAN
Wild Card Search - Wild Card Search lets you narrow the search for circuits by entering partial circuit information and a wildcard character.
Note about Selective Search: If you are provisioned for Selective Search, Wild Card Search does not appear on your screen.
Wild Card Search includes radio buttons to search on circuit ID, circuit alias, MCN, DLCI, or subnet name (depending on how you are provisioned):
If you are searching for a specific circuit ID or set of circuit IDs using a wildcard in the search string, it is important that you select the appropriate network service(s). Then you can enter an entire circuit ID in the
text box, or enter part of a circuit ID. To search more efficiently, enter the circuit ID serial number. For example, "090909" is the serial number for circuit ID "AREC090909 ATI."
However, if you select International Frame Relay or International ATM network service, AT&T eMaintenance searches for free-format circuits. If you select INCS, then AT&T eMaintenance searches for both free-format and CLCI format circuits.
Searching by circuit alias lets you enter up to 20 characters, including letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.); and the percent sign (%) as the wildcard character.
This search method is available only if you are provisioned with the circuit aliasing feature (in other words, the "Circuit Alias" radio button does not appear if you are not provisioned for this privilege).
Searching by MCN lets you enter numbers and the percent sign (%) as a wildcard character.
This search method is available only if you are provisioned with more than one MCN (in other words, the "MCN" radio button does not appear if you are provisioned with only one MCN).
The "DLCI" radio button only displays if you are provisioned for Domestic Frame Relay, International Frame Relay, Frame Relay Plus, or AT&T VPN network services.
The "Subnet Name" radio button appears only if you have subdivisions provisioned for multiple subnets.
Wild Card Search contains the following command buttons, based upon how you have been provisioned:
Click "Search" to initiate a search for the string entered in the text box.
Click "View Subdivisions" to view the subdivisions your company has been provisioned for.
Note: This button appears only if you are a user in a masquerading company. Additionally, this button does not appear if you are provisioned for Selective Search.
Click "Download Results" to download the circuit inventory for the search string into a file you have designated on your computer. See Downloading Circuit Inventory Results for the step-by-step procedure.
Note: If you click "Download Results" when you have exceeded your quota, a separate pop-up window opens with a Download Quota Exceeded message telling you so. Click "OK" to close this message.
Selective Search - Selective Search allows you to search
efficiently from a limited view of your circuit inventory. This section
appears only if you are provisioned for this feature; it replaces Wild Card
Search and Display All Circuits.
Selective Search includes radio buttons to search on circuit ID,
circuit alias, MCN, DLCI, or subnet name (depending on how you are provisioned):
To search on circuit ID, circuit alias, DLCI, or
subnet name, you must enter at least one character in the text box.
The "DLCI" radio button only displays if you are
provisioned for Domestic Frame Relay, International Frame Relay, or Frame
Relay Plus services.
The "Subnet Name" radio button appears only
if you have subdivisions provisioned with multiple subnets.
To search on MCN, you must enter the exact MCN.
This search method is available only if you are provisioned with
more than one MCN (in other words, the "MCN" radio
button does not appear if you are provisioned with only one MCN).
Note about Circuit Searches by MCN: If you searched on MCN but
the search did not find the circuit you wanted, check that the MCN is
still in your group and subdivision list by using one of the following
procedures:
If the desired MCN is present, select it and click "Add
to List" to add it to your current MCN group.
If the desired MCN is not there, you are no longer provisioned for
it. You may wish to check with your Company Administrator or AT&T
Account Executive.
OR
Click "Edit Search Criteria" to return to the
Scheduled Maintenance Search screen.
At the Scheduled Maintenance Search screen, click
"View MCNs," "Administer MCNs,"
or "View Subdivisions" (depending on how you are provisioned).
Perform the appropriate action:
"View MCNs" brings up the
Provisioned MCNs screen. Check the
"Provisioned MCNs" list for your MCN.
If the desired MCN is there, contact your Company Administrator
to have it added to your MCN group.
If the desired MCN is not there, you are no longer provisioned
for it. You may wish to check with your Company Administrator or
AT&T Account Executive.
"Administer MCNs" brings up the
Creating/Editing an MCN Group screen.
Check the "Provisioned MCNs" list for your MCN.
If the desired MCN is present, select it and click "Add
to List" to add it to your current MCN group.
If the desired MCN is not there, you are no longer provisioned for
it. You may wish to check with your Company Administrator or AT&T
Account Executive.
"View Subdivisions" brings up the
Work With Subdivisions screen. Select
the appropriate subdivision name, then click "Preview
Profile." On the Profile for Group Name
screen, check the "Provisioned MCNs" list.
If the desired MCN is there, contact your Company Administrator to
have it added to your MCN group.
If the desired MCN is not there, you are no longer provisioned for it.
You may wish to check with your Company Administrator or AT&T
Account Executive.
Selective Search contains the following command buttons, based upon how
you are provisioned:
Click "Search" to initiate a search for
the search string entered in the text box.
Click "Reset Form" to restore the original values
to fields and radio buttons.
Click "Clear Form" to clear all information on
the form.
Click "View MCNs" to view the MCNs in the
current group.
Note: This button appears only if you are a user in a
masquerading company
but are not provisioned to group MCNs.
Click "Download Results" to download the circuit
inventory for the search string to a file you have designated on your computer.
See Downloading Circuit Inventory Results
for more information.
Note about Download Quotas: If you click
"Download Results" when you
have exceeded your quota, a Download
Quota Exceeded message appears telling you so.
Click "OK" to close this message.
The Display All Circuits section allows you to display
or download all of the circuits in your inventory.
Note: If you are provisioned for Selective Search,
Display All Circuits does not appear on your screen.
The Display All Circuits section contains the
following command buttons:
Note: This is the most inefficient and time-consuming method
of searching for a circuit.
An Efficient Search Advisory
message opens in a separate pop-up window, warning you that this method
lengthens the time the system spends searching for circuits.
Click "OK" to continue with Display All
Circuits or click "Cancel" if you wish to change
your search method.
You can disable this warning message by editing the preferences in your
User Profile. See the
View/Edit User Profile Screen
for more information.
Click "Download All Circuits" to download your
full circuit inventory into a file you have specified on your computer. See
Downloading Circuit Inventory Results
for the step-by-step procedure.
Note: If you click "Download All Circuits"
when you have exceeded your quota, a Download
Quota Exceeded message appears telling you so. Click
"OK" to close this window.
The Query Specific Circuit section allows you to conduct
a query for a specific circuit. This method can be used if your initial
search returns no circuits.
Note for Read-Only Users: The Query Specific Circuit
feature is not available to Read-Only users.
The Query Specific Circuit section contains the following button:
Click "Validate Circuits" to check for errors or too many entries. Note: This is a required step before you can submit your entered circuits for scheduling.
The Scheduled Maintenance Search Results screen
opens with the search criteria you submitted from the Scheduled Maintenance Search screen.
If your user profile has permissions to create, update, and cancel Scheduled Maintenance windows, the Scheduled Maintenance Search Results screen contains the following elements:
If the search returned only one Service ID, it is automatically placed in the Selected Service ID List on the left.
If the search returned more than one Service ID, the circuits that matched your search criteria are displayed in the Available Service ID List on the right, each with its associated Network Service, MCN, GRC/SOC, Location Address, and Company Client Name. Below this list is a counter of the number of Service IDs displayed in the list—for example, 1 to 500 of 1253. If the Available Service ID List contains more than 500 Service IDs, "Previous" and "Next" links appear below for navigating through groups of 500 Service IDs.
In the Available Service ID List, select the Service ID(s) for which you want to manage Scheduled Maintenance, and click the "Add" button to move them to the Selected Service ID List on the left. You may add up to 100 Service IDs to the Selected Service ID List.
To make multiple selections in the lists, hold down the Ctrl key to select one Service ID at a time, or hold down the Shift key to select a range of Service IDs.
This screen contains the following command buttons:
Click "Submit" to manage scheduled maintenance windows for the Service IDs in the Selected Service ID List.
Click "Edit Search Criteria" to return to the Scheduled Maintenance Search screen to modify your search criteria.
Click "Reset Form" to restore the Scheduled Maintenance Search Results screen to its state when it was first opened.
If you are a Read-Only User (i.e., your user profile has permissions only to view Scheduled Maintenance windows), the Scheduled Maintenance Search Results screen contains the following elements:
If the search returned only one Service ID, it is automatically placed in the Selected Service ID List on the left.
If the search returned more than one Service ID, the circuits that matched your search criteria are displayed in the Available Service ID List on the right, each with its associated Network Service, MCN, GRC/SOC, Location Address, and Company Client Name. Above this list is a counter of the number of Service IDs displayed in the list—for example, 1 to 500 of 1253. If the Available Service ID List contains more than 500 Service IDs, "Prev" and "Next" links appear below for nagivating through groups of 500 Service IDs.
In the Available Service ID List, select the Service ID for which you want to view Scheduled Maintenance windows, and click the "Add" button to move it to the Selected Service ID List on the left. You may add only one Service ID to the Selected Service ID List.
This screen contains the following command button:
Click "View Scheduled Maintenance" to view Scheduled Maintenance windows for the Service ID.
The Scheduled Maintenance screen is divided into
two sections:
Bulk Scheduled Maintenance
...or...
Create Scheduled Maintenance
...and...
Add/Modify Scheduled Maintenance
The Bulk Scheduled Maintenance section is displayed if more than one of the Service IDs you selected for Scheduled Maintenance in the previous screen do not have existing Scheduled Maintenance windows. The Service IDs are displayed in a scrollable list. The following command buttons are available:
The Create Scheduled Maintenance section is displayed if only one—or none—of the assets you selected for Scheduled Maintenance in the previous screen does not have an existing maintenance schedule.
If there is one Service ID that does not have an existing maintenance schedule, it is displayed in this section. The following command button is available:
Click "Create Scheduled Maintenance" to open the Maintenance Scheduled for <Service ID> window, where you can create a maintenance schedule for the Service ID.
Note: This button is not displayed if there are no Service IDs which do not have an existing Scheduled Maintenance window.
The Add/Modify Scheduled Maintenance section displays any of the Service IDs you selected for Scheduled Maintenance in the previous screen which have existing Scheduled Maintenance windows. Existing Scheduled Maintenance windows are displayed in this section with the following information:
Total Number of Schedules - The
total number of Scheduled Maintenance windows
displayed.
The
existing Scheduled Maintenance windows
are displayed in a table with the following information:
Select - A radio button for selecting a maintenance schedule.
Service ID - The Service ID.
Schedule ID - A unique numeric identifier for the Scheduled Maintenance.
Start Date Time (CST) - The date and time the Scheduled Maintenance is to start.
End Date Time (CST) - The date and time the Scheduled Maintenance is to end.
Recurring Every - If the Scheduled Maintenance is to recur automatically, the time interval for the recurrence.
Until Date - The date when the recurrence will end.
The following command buttons are available:
"Update Scheduled Maintenance" - To update an existing Scheduled Maintenance, select it in the list and click this button to open the Update Scheduled Maintenance
for <Service ID> window.
"Create Scheduled Maintenance" - To create a new Scheduled Maintenance window,
select a row in the table that includes the Service ID and
click this button to open the Maintenance Scheduled
for <Service ID> window.
"Cancel Scheduled Maintenance" - To cancel an existing Scheduled Maintenance, select it in the list and click this button.
The Maintenance Scheduled for <number> Service IDs window
opens when you click the "Create Bulk Scheduled Maintenance" button in the Scheduled Maintenance screen. The <number> in the window header indicates how many Service IDs are included in the bulk Scheduled Maintenance.
The Maintenance Scheduled for <number> Service IDs window contains the following fields. Field names in
bold type indicate required fields.
Start Date & Time - text fields for entering the date and time the Scheduled Maintenance window is to start. The Date must be in the format mm/dd/yyyy. The Time must be in the format hh:mm. There is also a drop-down list for selecting AM or PM.
End Date & Time - text fields for entering the date and time the Scheduled Maintenance window is to end. The Date must be in the format mm/dd/yyyy. The Time must be in the format hh:mm. There is also a drop-down list for selecting AM or PM, and a drop-down list for setting the time zone.
Recurring Every - the time interval when the Scheduled Maintenance is to recur automatically. Enter a numerical value in the text field, and select a time interval (DAYS, MONTHS, or YEARS) from the list on the right. Leave this field blank if you don't want the Scheduled Maintenance to recur.
Until Date - If you select a recurrence in the Recurring Every field, you must also enter a date in this field
(in the format mm/dd/yyyy)
to stop the maintainence schedule from recurring after a certain date.
The Maintenance Scheduled for <number> Service IDs window contains the following command buttons:
Click "Submit" to create the Scheduled Maintenance for the Service IDs.
Click "Close" to close the window without creating a bulk Scheduled Maintenance.
Click "Reset Form" to clear all of the data fields.
The Maintenance Scheduled for <Service ID> window
opens when you do one of the following:
Click the "Create Scheduled Maintenance" button
in either the Create Scheduled Maintenance section or Add/Update Scheduled Maintenance section of the Scheduled Maintenance screen.
Select an existing Scheduled Maintenance in the Add/Update Scheduled Maintenance section of the Scheduled Maintenance screen and click the "Update Scheduled Maintenance" button.
The Maintenance Scheduled for <Service ID> window contains the following fields. Field names in
bold type indicate required fields.
Start Date & Time - text fields for entering the date and time the Scheduled Maintenance window is to start. The Date must be in the format mm/dd/yyyy. The Time must be in the format hh:mm. There is also a drop-down list for selecting AM or PM.
End Date & Time - text fields for entering the date and time the Scheduled Maintenance window is to end. The Date must be in the format mm/dd/yyyy. The Time must be in the format hh:mm. There is also a drop-down list for selecting AM or PM, and a drop-down list for setting the time zone.
Recurring Every - the time interval when the Scheduled Maintenance is to recur automatically. Enter a numerical value in the text field, and select a time interval (DAYS, MONTHS, or YEARS) from the list on the right.
Until Date - If you select a recurrence in the Recurring Every field, you must also enter a date in this field
(in the format mm/dd/yyyy)
to stop the maintainence schedule from recurring after a certain date.
Note: To cancel the recurrence of a Scheduled Maintenance, remove the selections from both the Recurring Every and Until Date fields.
The Maintenance Scheduled for <Service ID> window contains the following command buttons:
Click "Submit" to update the Scheduled Maintenance for the Service ID.
Click "Close" to close the window without updating the Scheduled Maintenance.
Click "Reset Form" to return the fields to their original values.
The View/Edit User Profile screen allows
you to view the information in your User Profile
that was provisioned in AT&T BusinessDirect, and lets
you change your user preferences for working with AT&T eMaintenance.
The View/Edit User Profile screen contains three
sections:
User Information
User Privileges
Provisioned User Information
Only the fields in the User Preferences section may be edited.
Because the User Profile information
is filled in on any tickets you create under this user login ID, it is
important that this information be correct.
If you need to change any information other than user preferences, you do
so in your User Profile in
AT&T BusinessDirect.
See Working with the User Profile for
more information.
The User Information section is read-only and contains the
following information:
First Name - the first name for the user associated with this login.
Last Name - the last name for the user associated with this login.
Street - the street address for the user associated with this login.
City - the city for the user associated with this login.
State - the two-character alphabetic abbreviation for the state for the
user associated with this login.
Zip Code - the zip code for the user associated with this login.
Country - the country for the user associated with this login.
Room - the room number for the user associated with this login.
Phone - the Phone Number for the user associated with this login.
Contact Hours (From) - the daily starting time (in local time) for the user
associated with this login.
Contact Hours (To) - the daily ending time (in local time) for the user
associated with this login.
Access Notes - additional data for the user associated with this login.
The User Preferences section contains the
following editable fields:
Click "Disable warning messages when searching
through large amounts of data" if you do not want to see
the Efficient Search Advisory message
whenever you:
Select the "Display All Circuits" button
Place a % at the beginning of a search string
Do not enter search criteria for your search
The Efficient Search Advisory
is a warning, in a separate pop-up window, that tells you that
your search will be inefficient.
Click "Disable ticket creation confirmation
message" if you do not want to see the
Ticket Create Confirmation message
asking for confirmation of the values you
selected for Service ID, Dispatch Authorization, and Service
Assurance every time you submit a ticket.
Click "Suppress EFMS Disconnect Tickets" to exclude EFMS Disconnect tickets from the Ticket Inventory screen. When the checkbox is unchecked, EFMS Disconnect tickets will be included in the screen.
Click "Disable RPM Monitor Ticket message" to disable the pop-up for the Request for Performance Measures trouble code.
The Provisioned User Information section displays read-only
information on the type of user, network services, current subdivision
(if applicable), and privileges provisioned for the user, as follows:
Company Administrator - hyperlink that opens a list of company
administrators, sorted alphabetically, last name first. In addition
to the CA names, their Phone Number and email address are provided.
Note: This hyperlink may not be available to all users.
Type of User - the user type you are provisioned as. The possible user type
values are:
Regular
Read-Only
Regular/Company Administrator
Read-Only/Company Administrator
Regular/Masquerading
Read-Only/Masquerading
Regular/Company Administrator/Masquerading
Read-Only/Company Administrator/Masquerading
Current Subdivision - the name of your current subdivision. This
field appears only for masquerading
users.
Network Services - the list of network services for which you are provisioned.
Privileges - the list of the features you are provisioned for. The
possible privileges are:
Ticket Auto-Status Notification - means the user is provisioned
for the Ticket Auto-Status Notification feature. If you
are not provisioned for Ticket Auto-Status Notification,
the following text appears:
"User cannot request automatic notification of tickets' status."
Test Auto-Status Notification - means the user is provisioned for
the Test Auto-Status Notification feature.
If you are not provisioned for Test Auto-Status Notification,
the following text appears:
"User cannot request automatic notification of tests' status."
Testing - means the user has the ability to run tests on circuits.
If you are provisioned for testing, the Testing Quota and Quota Remaining
values are displayed.
If you are a masquerading
user not provisioned for testing but provisioned for Test Auto-Status
Notification, the following text appears:
"User cannot initiate a test but can still view test results."
Circuit/TFN Aliasing - means the user's
company is provisioned to create circuit/TFN
aliases and the user is provisioned to edit circuit/TFN aliases.
Inventory Download - means that the user can download
the list of service IDs from the provisioned inventory via the
appropriate Work With screen.
Selective Search - means the user is provisioned with the
Selective Search feature, which provides the ability to search
from a limited view of the entire circuit inventory, making searching
more efficient.
Allow Service Assurance - means that the user's Inbound Nodal
and Shared Nodal circuits and Inbound Switched Phone Numbers are qualified
for Service Assurance.
Allow Activity Report Summary - means the user is provisioned
for receiving the Activity Report.
Click "Administer MCNs" to change the MCN grouping for this and future sessions. Refer to Creating/Editing an MCN Group Screen for more information. If you are a Read-Only user, this button is not displayed.
This screen lists in ascending order the MCNs provisioned for you. All MCNs subnetworked by Group Revenue Code are identified by "+GRC." All MCNs subnetworked by Customer Identifier are identified by "+CID." Refer to Creating/Editing an MCN Group Screen for the step-by-step procedure.
Click "View ACNA/BANs" to view your provisioned ACNA/BANs.
Click "Administer BES BANs" to change the BES BAN grouping for this and future sessions. If you are a Read-Only user, or if you are not provisioned for Local Service, this button is not displayed.
The Give Us Your Feedback, Comments, and
Suggestions screen contains the following sections:
The Contact Information section displays the
default values for your name, Phone Number, and email address
as provisioned in your User Profile.
You can edit these fields, but the changes will apply to the feedback
activity only.
The General Comments/Feedback section provides a text box for
you to enter general comments, and text boxes for entering the following information,
as applicable:
Ticket Number
Circuit ID
Operating System
Browser
The Survey section allows you to evaluate AT&T
AT&T eMaintenance by selecting from several ratings.
The AT&T eMaintenance Service Center
section provides the Phone Numbers to use if you must report a problem
requiring immediate attention.
The Give Us Your Feedback, Comments and
Suggestions screen contains the following command buttons:
Click "Submit" if you have entered your comments to your
satisfaction. A confirmation message appears.
The Try This Feature screen lets
you see a feature the first time you log onto AT&T eMaintenance
after loading a new release. See
Working with Try This Feature
for the step-by-step procedure.
The Try This Feature screen contains the name
of the feature in the title. The screen itself contains the screen for the feature
being previewed.
If you are not provisioned for the feature being previewed in the
Try This Feature screen, a pop-up
window telling you so appears. Clicking "OK" or
starting the feature preview automatically causes this pop-up window
to close.
The Try This Feature screen contains a
"Don't show this window again" checkbox that disables
the screen after the first time you use it. The screen can be reactivated
from the View/Edit User Profile screen.
icon let you click there to open screen-sensitive online help.