AT&T eMaintenance Features

• From the "MCID Group" scroll-down menu, select the MCID(s) you wish to delete from your group and click "Delete from List."

• From the "Provisioned MCID List" scroll-down menu, select the MCID(s) you wish to add to your group and click "Add to List."

  Note: To add or delete more than one MCID, hold down your keyboard's "Ctrl" key as you make your choices.

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.

Creating/Editing an MCN Group

Note: You can create or edit an MCN group only if you are provisioned with the Ability to Group MCNs.

Use the following steps to create/edit an MCN group:

1. From the Work With Circuits screen, Work With Tickets screen, Work With Phone Numbers screen, or View/Edit User Profile screen, do one of the following:

   • Click "Administer MCNs."

     The Creating/Editing an MCN Group screen opens (see this screen's help for individual field descriptions).

     Note: This is the only choice on the Work With Phone Numbers screen.
      
     • Click "Administer MCNs & ACNA/BANs."

       The Creating/Editing an MCN & ACNA/BAN Group screen opens (see this screen's help for individual field descriptions).

     Note: You can also view and administer MCNs through the various inventory screens by doing one of the following:

     • Click the "Current MCN Group" hyperlink, which opens the Current MCN Group screen. Here, click "Administer MCNs" to open the Creating/Editing an MCN Group screen.

     • Click the "Current MCN and ACNA/BAN Group" hyperlink, which opens the Current MCN and ACNA/BAN Group screen. Here, click "Administer MCNs & ACNA/BANs" to open the Creating/Editing an MCN & ACNA/BAN Group screen.

   • Do one or both of the following:
     • From the "MCN Group" scroll-down menu, select the MCN(s) you wish to delete from your group and click "Delete from List."

     • From the "Provisioned MCN List" scroll-down menu, select the MCN(s) you wish to add to your group and click "Add to List."

       Note: To add or delete more than one MCN, hold down your keyboard's "Ctrl" key as you make your choices.

   • Click "Save MCN Group" or "Save MCN & ACNA/BAN Group."

     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. Your screen is reloaded with the AT&T eMaintenance Home Page.

   • At this point, you should reload any open inventory or test results screens and restart the Auto-Status Notification screen if it is running, since the information on these screens is based upon the MCNs in the group with which you are currently working.

Note: Keep in mind that adding an entire MCN and its subnetworked MCNs to the same MCN group defeats the purpose of grouping and multiple subnetworking.

Creating/Editing an ACNA/BAN Group

Note: You can create or edit an ACNA/BAN group only if you are provisioned with the Ability to Group ACNA/BANs.

Use the following steps to create/edit an ACNA/BAN group:

1. From the Work With Circuits screen, Work With Tickets screen, or View/Edit User Profile screen, do one of the following:

   • Click "Administer ACNA/BANs."

     The Creating/Editing an ACNA/BAN Group screen opens (see this screen's help for individual field descriptions).

   • Click "Administer MCNs & ACNA/BANs."

     The Creating/Editing an MCN & ACNA/BAN Group screen opens (see this screen's help for individual field descriptions).

   Note: You can also view and administer ACNA/BANs through the various inventory screens by doing one of the following:

   • Click the "Current ACNA/BAN Group" hyperlink, which opens the Current ACNA/BAN Group screen. Here, click "Administer ACNA/BANs" to open the Creating/Editing an ACNA/BAN Group screen.

   • Click the "Current MCN and ACNA/BAN Group" hyperlink, which opens the Current MCN and ACNA/BAN Group screen. Here, click "Administer MCNs & ACNA/BANs" to open the Creating/Editing an MCN & ACNA/BAN Group screen.

2. Do one or both of the following:
   • From the "ACNA/BAN Group" scroll-down menu, select the ACNA/BAN(s) you wish to delete from your group and click "Delete from List."

   • From the "Provisioned ACNA/BAN List" scroll-down menu, select the ACNA/BAN(s) you wish to add to your group and click "Add to List."

     Note: To add or delete more than one ACNA/BAN, hold down your keyboard's "Ctrl" key as you make your choices.

3. Click "Save ACNA/BAN Group" or "Save MCN & ACNA/BAN Group."

   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. Your screen is reloaded with the AT&T eMaintenance Home Page.

4. At this point, you should reload any open inventory or test results screens and restart the Auto-Status Notification screen if it is running, since the information on these screens is based upon the ACNA/BANs in the group with which you are currently working.

Subnetworking

You can subnetwork circuits at the MCN level by CID (Customer ID) or GRC (Group Revenue Code):

• CID subnetworking applies to high-speed (i.e., ICORE) customers. High-speed circuits fall under the following network services: Domestic and International Frame Relay, Domestic and International ATM, and Domestic INCS.

• GRC subnetworking applies to customers billed by GRC. Circuits belonging to the following network services can be subnetworked by GRC:
  • Domestic ATM
  • Domestic Frame Relay
  • Domestic INCS
  • Domestic Private Line
  • International Private Line
  • Domestic OPT-E-WAN
  • International OPT-E-WAN
  • Nodal (only if specially approved by AT&T)

Circuits can also be subnetworked at the circuit level (CLS).

The phrase +CID (Customer Identifier), +GRC (Group Revenue Code), or +CLS (Circuit Level Subnetworking) indicates how this MCN is subnetworked. A company can have either CID and GRC/SOC or CLS subnetworking privileges, but not both.

You can view details about the subnetworked MCNs (see Viewing Subnetwork Details) and specify which of these you want to include in your circuit and ticket inventories for ticket, test, report, and Auto-Status Notification functions.

Use the following steps to create or edit a subnetworked MCN group:

1. From the View/Edit User Profile screen, Work With Circuits screen, Work With Tickets screen, or Current MCN Group screen, click "Administer MCNs."

   The Creating/Editing an MCN Group screen appears.

2. Scroll through the MCNs currently available in the "MCN Group" (the subnetworked MCNs are identified by +CID, +GRC, or +CLS) and do one of the following:
   • Select the MCN(s) you wish to add from the "Provisioned MCN List" by clicking. You must include at least one MCN.

     To add more than one MCN, hold down your keyboard's "Ctrl" key while you click each MCN in the "Provisioned MCN List" that you want to include.

     Click "Add to List."

     Note: The more MCNs you add, the more system performance is impacted.

   • Select the MCN(s) you wish to delete from the "MCN Group" by clicking.

     To delete more than one MCN, hold down your keyboard's "Ctrl" key while you click each MCN that you want to remove from the "MCN Group."

     Click "Delete from List."

3. Do one of the following:
   • Click "Save MCN Group" to save your changes.

   • Click "Subnet Details" to view current information on this subnetwork.

     The Subnetwork Details screen opens (see this screen's help for individual field descriptions).

   • Click "Cancel" to close the screen without saving any changes.

4. Reload any inventory or test results screens currently open.

5. Restart the Auto-Status Notification screen if it is running.

Viewing Subnetwork Details

1. From the Current MCN Group screen, Creating/Editing an MCN Group screen, Profile for Group Name screen, or Provisioned MCNs screen, highlight a subnetworked MCN and click "Subnet Details" to view the information for that MCN.

   The Subnetwork Details screen opens (see this screen's help for individual field descriptions).

2. When you have finished viewing the information for your subnetworked MCN, return to the previous screen by clicking "OK."

Adding/Editing Circuit Aliases Procedure

You can add/edit circuit aliases to a number of circuits at one time (see Adding/Editing Multiple Circuit Aliases) via the Work With Circuits screen, or you can add/edit a circuit alias for a specific circuit (see Adding/Editing a Specific Circuit Alias) from either the Circuit Inventory screen or the Circuit Inventory for Toll Free Number screen.

See the Add/Edit Circuit Aliases screen or Add/Edit Circuit Alias for Circuit ID screen for individual field descriptions.

Adding/Editing Multiple Circuit Aliases

1. On the Work With Circuits screen, enter the criteria for searching for the circuits you wish to add or change circuit aliases for.

2. Click "Add/Edit Circuit Alias."

   The Add/Edit Circuit Aliases screen opens. This screen contains a table listing the circuits matching your search criteria in ascending order.

3. In the "Circuit ID" column, find the circuit that you wish to add or change the alias for, then enter the new alias in the corresponding text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

   Note: If there are more circuits than can fit on one screen, the list is continued on another page. To see these circuits, click "Next." To return to the previous screen of circuit aliases, click "Previous."

4. Do one of the following:
   • Click "Submit" to submit the changes you have made to your circuit aliases.
     Note: If you clicked "Submit" without making any changes to your circuit aliases, a pop-up window with the following message opens:
     
     "You have made no changes to Circuit Alias data. Select "OK" to exit from editing circuit aliases. Select "Cancel" to return to editing circuit aliases."

     If you have made changes, a pop-up screen with the following message opens:

     "This action will change the Circuit Alias value for all of your company logins. Is this OK?"

     Do one of the following:

     • Click "OK" to process the change and close the Add/Edit Circuit Alias screen.

     • Click "Cancel" to cancel the change(s) and return to the Add/Edit Circuit Alias screen with the original data intact.

   • Click "Reset Form" to return to the original information in the table.

   • Click "Cancel" to exit from this screen and return to the Work With Circuits screen.

   • Click "Next" to see the next page of circuit aliases.

   • Click "Previous" to see the previous page of circuit aliases.

Adding/Editing a Specific Circuit Alias

1. Click "Add/Edit Circuit Alias" at the bottom of the screen.

   The Add/Edit Circuit Alias for Circuit ID screen opens.

2. Enter a new circuit alias or change the existing circuit alias in the text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

3. Do one of the following:
   • Click "Submit" to send the revised circuit alias to AT&T eMaintenance.

     A confirmation window opens, stating that the alias for this circuit has been changed.

     Click "OK" to close this message.

   • Click "Cancel" to return to the inventory screen without making any changes.

Creating a Ticket for a Circuit

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

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. See Creating a Ticket on a Phone Number for the individual steps.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

   This screen contains the values entered or selected when you last worked with this screen.

2. Display the circuit for which you want to create a ticket. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

   Note: If you are located outside the USA and want to create a ticket on your AT&T International Private Line service, you must use the corresponding AT&T circuit ID for ITU (CCITT) and Free-Form (used by Telmex and Telnor in Mexico) circuit ID formats.

3. Select a circuit by clicking on the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   One of the following happens:

   • The Create Ticket for Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions). Continue to step 5.

   • If the selected circuit has one or more open tickets, the Show Open Tickets Related to Service ID screen opens.

     This screen lists all open tickets against the selected circuit. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 5 to create a new ticket only if the reported location (CKL) or the problem symptom is different from that on the open ticket(s).

   • If the selected circuit has a test scheduled against it, the Test Scheduled for Circuit screen opens.

     If you wish to continue creating this trouble ticket, click "Create Ticket" to cancel the currently scheduled test for this circuit, then continue to step 5.

5. Enter or correct information in all of the required fields, which are indicated by boldface type, and fill in any optional fields that apply:

   Note: The "Clear" button restores the original values.

   • CKL/Trouble Locations - select any location from the list by clicking on the identifier(s). If you are using a PC, you can use the "Ctrl" key to select multiple items.

     Note about CKLs: 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.

   • Trouble Type - select the appropriate description from the circuit trouble type drop-down list.

     The list of trouble types you will see depends on the service classification of the circuit being ticketed.

     Note about Nodal Circuits: If you are creating a ticket on a nodal circuit and have selected a certain trouble type, a Nodal Ticket Questionnaire Screen for the trouble type you've selected opens in a separate pop-up window. See this screen's help for the list of trouble types that open the questionnaire and for individual field descriptions.
     Note about "Tag and Locate" Trouble Type: If you have selected Tag and Locate as the trouble type, a pop-up message opens asking you to select a CKL for this ticket, and reminding you that a service charge may apply.

   • Do you want Service Assurance - select "Yes" or "No."
     Note: This field only appears if the circuit's network service qualifies for Service Assurance, that is Inbound Nodal or Shared Nodal.

     If you chose "Yes," the optional Service Assurance Request questionnaire screen opens in a separate pop-up window. Fill out the questionnaire form and click "Done" to close it.

   • Outage Condition - select the appropriate description from the drop-down list, as follows:
     • For most circuit tickets:
       • Total Outage - all lines at this location are out of service.
       • Partial Outage - some but not all lines are out of service; intermittent trouble.
       • Degraded Condition - there is noise or static on the line.
       • Non Customer Affecting - indicates a condition that does not impact the customer.

     • For AT&T VPN circuit tickets:
       • Critical
       • Major
       • Minor
       • Warning
       • Normal

   • Service Impacting - Select the "Yes" or "No" radio button. This is a mandatory field.

   • Want to report PVCs/EPVCs in trouble? - click the hyperlink if you want to open the PVCs/EPVCs List Screen to report PVCs/EPVCs in trouble.

     When the PVCs/EPVCs List Screen opens, it lists up to the first 300 PVCs/EPVCs associated with this circuit.

     Click the checkbox in front of the PVCs/EPVCs in trouble. You may select up to 5 total. Selecting any PVC/EPVC will allow you to add up to 5 Remote CER IP Addresses.

     Note: This field only appears for ATM, Frame Relay, INCS, International ATM, International Frame Relay, AT&T VPN , and OPT-E-WAN circuits.

   • Want to report EVCs in trouble? - click the hyperlink if you want to open the Report EVC Data Screen to report EVCs in trouble.

     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. On 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.

     Click "OK" to close the Report EVC Data Screen.

   • Requested Completion Date and Time - Fill in the date and time by which you want this ticket 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 must be at least six hours from the time the ticket is created.

   • Do you have power to your equipment? - select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Authorize Testing - select the appropriate radio button, as follows:
     • If this ticket is for a domestic Private Line, Nodal DS1, Frame Relay, ATM, or INCS circuit, select "Now", "Later" or "Test Assist." to indicate when you want an intrusive circuit test to run.

       If you chose "Later," fill in the date and time fields. The time must be more than 15 minutes but less than 72 hours from the time you are creating the ticket. The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.

       When You Choose "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.
       When You Choose "Later": Intrusive testing will be performed on this circuit on or about the scheduled time.
       When You Choose "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 the company is provisioned for Test Assist. Test Assist is not available for DS3 and SONET services.

     • If this ticket is for a domestic Non-Nodal DS1 or DS3 circuit or for an international circuit, select "Yes" or "No" to indicate whether or not you authorize AT&T to perform an intrusive test on the circuit experiencing trouble.
       When You Choose "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 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 the 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 - select "Yes" or "No" (this field appears only if you are working with domestic services) as follows:
     • Select "Yes" if you want AT&T to send repair technicians to the location of circuit experiencing the trouble (a fee may be associated with such a visit).
     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - Select the "Customer Created" ticket type.

   • Recurring Trouble - As appropriate, select the "Yes" or "No" radio button (this field is optional):
     • Select "Yes" if the trouble has occurred more than once.

       If you answered "Yes" in the "Recurring Trouble" field, you are encouraged to indicate how many additional times the trouble has happened by filling in the optional "How many times has this trouble recurred?" field. Acceptable values are numbers from 1 through 99.

     • Select "No" if the trouble is not recurring.

   • Trouble Description - If desired, type in a description of the trouble you are experiencing. (This field is optional.)

   • Comments - If desired, type in additional comments pertaining to this ticket. (This field is optional.)

   • Enter information in any or all of the Contact Information fields.
     Note about Contact Information: Contact information is prepopulated, but you may edit this information if you wish.

   • Trouble Location - You may edit the Location Access Hours From/To, Contact Name, and Phone.
     Note about Trouble Location: This section appears only for AT&T Switched Ethernet Service℠ circuits.

     Note about Location Access Hours From/To: The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.

6. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the options are correct, click "OK" to submit the ticket.

   • If incorrect, click "Cancel" to cancel the ticket submission and return to the Create Ticket for Circuit screen.

7. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on the screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

   Note: If the circuit for which you just created a ticket is part of a major network outage, a message appears telling you so. Clicking the "circuits" hyperlink in this pop-up window opens the MEN List Screen, which contains 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).

8. Record the ticket number for your records.

9. You may end the procedure with either of the following steps:
   • Click the ticket number link to view the ticket.

     The ticket appears on the View/Edit Ticket screen. You can also use Auto-Status Notification to view the status of the ticket dynamically.

   • Click "OK."

     The pop-up window closes.

Copying a Ticket for a Circuit

Use the following steps to copy a circuit ticket:

1. Do one of the following:
   • In the Ticket Inventory screen or Related Tickets/History for Service ID screen, select a circuit ticket with the Ticket Status AT&T Closed and click the "Copy Ticket" button at the bottom of the screen.

   • In the View/Edit Ticket screen for a circuit ticket with the Ticket Status AT&T Closed, click the "Copy Ticket" button at the bottom of the screen.

   If there are any open tickets on the circuit, 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 there are no other open tickets on the circuit, the Create Ticket for Circuit screen opens (see this screen's help for individual field descriptions).

2. Follow the procedure for Creating a Ticket for a Circuit. 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. Please know that 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 your new ticket.

Note: At present, the Copy Ticket feature is not supported for AT&T Switched Ethernet Service℠ tickets.

Viewing/Editing Location Access Information

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.

You can edit the data in the following 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.

Click the appropriate button when finished:

• "Submit Modifications" if you edited any information.
• "Reset" to restore values present when you opened the screen.
• "Cancel" if no information was edited.

Viewing/Editing/Verifying Location Access Information

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.

You can edit the data in the following 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.

Click the appropriate button when finished:

• Click "Save Modifications" if you edited any information.
• Click "Reset" to restore values present when you opened the screen.
• Click "Verify" if no information was edited.

Viewing Tickets Related to a Circuit

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to view related tickets.
   Note: If you are located outside the USA and want to view a ticket on your AT&T IPL service, you must use the corresponding AT&T circuit ID for ITU (CCITT) and Free-Form (used by Telmex and Telnor in Mexico) circuit ID formats.

   Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking on the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Show Related Tickets/History."

   The Related Tickets/History for Circuit screen opens (see this screen's help for individual field descriptions).

5. Select a ticket by clicking on the radio button in the "Select Ticket" column for the appropriate ticket ID.

   A black dot appears in the radio button to mark it as selected.

6. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window (see this screen's help for individual field descriptions).

7. Click "Cancel" to close the pop-up window.

8. If you want to view more than one of the related tickets, repeat steps 5 through 7 for each ticket.

Viewing/Editing Circuit Details

Note: If you are a Read-Only user, you can only view the circuit details; you cannot edit them.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to view/edit circuit location information. Use the procedure for Viewing All Circuits, Viewing Selected Circuits, or Querying (Searching for) a Specific Circuit.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Submit."

   The View/Edit Circuit Details screen opens in a pop-up window (see this screen's help for individual field descriptions).

5. Select a CKL from the drop-down list.

6. Click "Submit."

   The View/Edit Location Screen opens.

   Note about Changed Circuit ID: If the MCN or network service for the circuit ID has changed, AT&T eMaintenance displays the circuit details only if you are provisioned for the new MCN and network service.
   Note about Changed Circuit ID: If the MCN or network service for the circuit ID has changed, AT&T eMaintenance displays the circuit details only if you are provisioned for the new MCN and network service.
   view detailed information for AT&T Switched Ethernet Service℠ circuits. All of the data in this screen is read-only.
   • If you want to view the CKL information, without making any changes, you are done. You may view information for another CKL listed on the drop-down list by continuing from step 5.

   • If you want edit the CKL information, continue to step 7.

   • If you want to print the CKL information in print format, click "Print Preview."

     The Print Preview of Details for Circuit screen opens.

     Click "Print" to print the information or click "Close" to close the screen.

   • If you want to exit, click the "Cancel" button that is closer to the top of the screen.

7. Change the text in any of the fields. The "Reset Form" button restores the original values.
   Note about Uneditable Circuit Locations: Not all CKLs are editable. If you choose a CKL that begins with a letter, the View/Edit Location Screen contains a message telling you this CKL cannot be edited.
   • Click "Submit Modifications."

     A confirmation message appears on the bottom frame of the View/Edit Circuit Details screen, overwriting the View/Edit Location screen. This message contains:

     • A message stating that the CKL information for this circuit has been updated.

     • The circuit number as a hyperlink, which, when clicked, brings up a revised View/Edit Circuit Location screen in the bottom frame of the View/Edit Circuit Details screen pop-up window.

     • An "OK" button that closes the entire View/Edit Circuit Details screen pop-up window.

   • If you want to edit information for more than one of the CKL IDs listed on the drop-down list, return to step 5. Otherwise, continue to step 10.

   • Click the "Cancel" button in the top frame of the View/Edit Circuit Details screen pop-up window.

     The entire View/Edit Circuit Details screen pop-up window closes.

Reporting Troubled PVCs/EPVCs on a Circuit Ticket

Use the following steps to report up to 5 PVCs/EPVCs in trouble when creating a ticket for a circuit:

Note: PVCs/EPVCs can only be reported on ATM, Frame Relay, INCS, OPT-E-WAN, International ATM, International Frame Relay, and International OPT-E-WAN circuits.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to create a ticket. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select the desired circuit by clicking on the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   The Create Ticket for Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions).

   Note: If the Create Ticket for Circuit screen does not open, find the condition that applies in step 4 of the Creating a Ticket for a Circuit process and take the appropriate action.

5. Select the appropriate "Trouble Type" and "Outage Condition."

6. Click the "Want to report PVCs/EPVCs in trouble?" hyperlink.

   The PVCs/EPVCs List Screen opens in a separate pop-up window. This screen lists up to the first 300 PVCs/EPVCs associated with this circuit.

   Note: If there is no PVC/EPVC data for this circuit, a message appears telling you so.

   Click "OK" to close the pop-up window and return to the Create Ticket for Circuit screen.

7. Click the checkbox(es) in front of the PVC(s)/EPVC(s) in trouble. You may select up to 5. Selecting a PVC/EPVC allows you to add up to 5 Remote CER IP Addresses.

8. When finished selecting PVCs/EPVCs and adding any associated CER IP addresses, click "OK."
   Note: If you have selected too many PVCs/EPVCs, the following message appears in a pop-up window:

   "The number of PVCs/EPVCs selected is greater than 5. Please select up to 5 PVCs/EPVCs."

   Click "OK" to close this message and select 5 or less PVCs/EPVCs.

9. Continue creating your ticket by filling in the required fields, which are indicated by boldface type, and fill in any optional fields that apply.

10. Submit your ticket when done.

    The PVC/EPVC information you have entered is now viewable on the View/Edit Ticket and Print Preview for Ticket screens.

    Note about Missing PVCs/EPVCs List Link on the View/Edit Ticket Screen: If you reported PVCs on this ticket but do not see the "View PVCs/EPVCs" hyperlink on the View/Edit Ticket screen, it means 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
    

Reporting Troubled EVCs on a Circuit Ticket

Use the following steps to report up to 5 EVCs in trouble when creating a ticket for a circuit:

Note about Reporting Troubled EVCs: This feature only applies for AT&T Switched Ethernet Service℠ circuits.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to create a ticket. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select the desired circuit by clicking on the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   The Create Ticket for Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions).

   Note: If the Create Ticket for Circuit screen does not open, find the condition that applies in step 4 of the Creating a Ticket for a Circuit process and take the appropriate action.

5. Select the appropriate "Trouble Type" and "Outage Condition."

6. Click the "Want to report EVCs in trouble?" hyperlink.

   The Report EVC Data Screen opens in a separate pop-up window.

   Note: If there is no EVC data for this circuit, a message appears telling you so.

   Click "OK" to close the pop-up window and return to the Create Ticket for Circuit screen.

7. Click the checkbox(es) in front of the EVC(s) in trouble. You may select up to 5.

8. When finished selecting EVCs click "OK."
   Note: If you have selected too many EVCs, the following message appears in a pop-up window:

   "The number of EVCs selected is greater than 5. Please select up to 5 EVCs."

   Click "OK" to close this message and select 5 or less EVCs.

9. Continue creating your ticket by filling in the required fields, which are indicated by boldface type, and fill in any optional fields that apply.

10. Submit your ticket when done.

    The EVC information you have entered is now viewable on the View/Edit Ticket and Print Preview for Ticket screens.

Modifying/Updating Circuit Contact Information

Note for Read-Only Users: If you are a Read-Only user, you can only view the circuit contact information; you cannot change it.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to change the contact information. Use the procedure for Viewing All Circuits, Viewing Selected Circuits, or Querying (Searching for) a Specific Circuit.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Submit."

   The View/Edit Circuit Details screen opens in a pop-up window (see this screen's help for individual field descriptions).

5. Select a CKL from the drop-down list.

6. Click "Submit."

   The View/Edit Location Screen opens.

   Note about Changed Circuit ID: If the MCN or network service for the circuit ID has changed, AT&T eMaintenance displays the circuit details only if you are provisioned for the new MCN and network service.

7. Change the text in any of the fields on the View/Edit Location Screen.

   The "Reset Form" button restores the original values.

   Note about Uneditable Circuit Locations: Not all CKLs are editable. If you chose one of the following CKL types, the View/Edit Location Screen contains a message telling you this CKL it cannot be edited:
   • CKLs that begin with a letter cannot be edited.
   • ATM CKLs cannot be edited.
   • Frame Relay CKLs cannot be edited.

8. Click "Submit Modifications."

   A confirmation message appears on the bottom frame of the View/Edit Circuit Details screen, overwriting the View/Edit Location screen. This message contains:

   • A message stating that the CKL information for this circuit has been updated.

   • The circuit number as a hyperlink, which, when clicked, brings up a revised View/Edit Circuit Location screen in the bottom frame of the View/Edit Circuit Details screen pop-up window.

   • An "OK" button that closes the entire View/Edit Circuit Details screen pop-up window when clicked.

9. Click "OK" to close the screen, or click the circuit number hyperlink to view the updated information on the refreshed View/Edit Circuit Location screen.

Checking Alarms

It is a good idea to check for alarms before testing or creating a ticket for a circuit. In fact, if you request a test on a DS0 circuit that is actively alarmed, the request will be denied.

Although not all alarms are service-affecting, they should still be cleared from the system.

If alarm activity has been detected on the circuit within the past 60 minutes, do one of the following:

• If the CKL background color is green, reset your equipment before requesting a test or creating a ticket, as resetting or rebooting may solve the problem immediately.

• If this is a DS0 circuit and the CKL background color is red, create a ticket on this circuit to resolve the problem.

• If this is a DS1 circuit and the CKL background color is red, request a test and/or create a ticket on this circuit to resolve the problem.

• If this is a DS3 or SONET circuit (starts with AG, BB, BD, BE, DN, IV, IW, IX, or IZ) or an International Private Line circuit whose service code is "IR," (Accunet E34) and the background color in the "Serial Number" field is red, create a ticket on this circuit to resolve the problem.

AT&T eMaintenance does not report alarm data for International ATM or International Frame Relay circuits, or for International Private Line circuits unless their service code is "IR" (Accunet E34).

Use the following steps to check for alarm information:

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen opens (see this screen's help for individual field descriptions).

2. Display the circuit for which you want to check alarms. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Check Alarms."
   • If the circuit is a DS0 or DS1 circuit, the Check Alarm screen opens (see this screen's help for individual field descriptions).
     Note: 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:

     • "The circuit location information is incorrect."
     • "You are no longer provisioned for this circuit."

     At the Check Alarm screen:

     1. Select a CKL from the drop-down list.

     2. Click "Submit."

        The DS0/DS1 Alarm Activity & State screen opens, displaying the following information:

        • If no alarm activity has been detected in the last 60 minutes, "No" appears in the "Alarm Activity" column.

        • If there have been alarms for the circuit in the last 60 minutes, "Yes" appears in the "Alarm Activity" column.

     3. Make a note of any alarmed CKL, if necessary, as you may wish to run a test or create a ticket on this circuit now.

     4. Click "OK" to close this screen.

   • If the circuit is a DS3 or SONET circuit, or an International Private Line circuit whose service code is "IR," (Accunet E34), the DS3/SONET Alarm Activity & State screen opens (see this screen's help for individual field descriptions).
     FYI: DS3 and SONET circuits start with the following service codes: AG, BB, BD, BE, DN, IV, IW, IX, or IZ. See Circuit Service Codes for a list of circuit service codes and their descriptions.

     View the information and click "OK" to close this screen.

     Note: If a message stating that there were no alarms found appears on the DS3/SONET Alarm Activity & State screen but you continue to experience the same problem, create a ticket for this circuit.

   • If the circuit is an OPT-E-WAN circuit, the OPT-E-WAN Alarm & Activity State screen opens (see this screen's help for individual field descriptions).

     View the information and click "OK" to close this screen.

     Note: If a message stating that there were no alarms found appears on the OPT-E-WAN Alarm & Activity State screen but you continue to experience the same problem, create a ticket for this circuit.

   • If the circuit is an AT&T VPN circuit, the AT&T VPN Alarm & Activity State screen opens (see this screen's help for individual field descriptions).

     View the information and click "OK" to close this screen.

     Note: If a message stating that there were no alarms found appears on the AT&T VPN Alarm & Activity State screen but you continue to experience the same problem, create a ticket for this circuit.

Testing Your Circuits

You can run a test now, from the AT&T eMaintenance Home Page or Circuit Inventory screen, or you can schedule it up to 72 hours in advance.

Once a test has run, you can view the results and delete them in preparation for running another test.

Note: It is a good idea to check for alarms on the troubled circuit before requesting a test (see Checking Alarms). A recently cleared alarm might indicate that you simply need to reset equipment to resolve the trouble.

Testing actions include:

• Requesting Tests
• Scheduling Tests
  • Rescheduling Tests
  • Cancelling Scheduled Tests
• Viewing Test Results for a Circuit
• Printing Test Results
• Deleting Test Results

Test viewing actions performed from the Navigation Bar include:

• Viewing Test Results for All Circuits
• Viewing Scheduled Tests

Requesting Tests

• Domestic Private Line
• Domestic Frame Relay
• Domestic OPT-E-WAN
• Domestic ATM
• INCS
• Shared Nodal
• Inbound Nodal
• Outbound Nodal
• AT&T VPN
• International OPT-E-WAN
• AT&T Switched Ethernet Service℠

After you submit a circuit location to be tested, you select and submit a trouble type, and determine whether or not this circuit is testable. If the circuit can be tested, a recommended test is returned, along with a drop-down list of all available tests, based on the type of circuit and trouble that you selected.

The following conditions apply to requesting tests:

• You can request tests only if your account has been administered for test privileges.

• Testing cannot be performed on phone numbers or on international, DS3, SONET, IBR, or DSL circuits. Tests can be performed on all AT&T VPN circuits.

• Testing cannot be performed on Frame Relay circuits with speeds greater than 64K (see Circuit Service Codes for a complete list of Circuit Service Codes and their descriptions).

• If you are provisioned for Frame Relay Plus Only, you can generate tests that contain "FRP Only" data. In this case, you will not see data for all of your Frame Relay circuits.

• Port Monitor and PVC Monitor Tests can only be run on Domestic Frame Relay circuits or on AT&T VPN circuits whose TOS is "FR" (Frame Relay).

• Port Interface Test can only be run on AT&T VPN, OPT-E-WAN, and AT&T Switched Ethernet Service℠ circuits. For AT&T Switched Ethernet Service℠ circuits only the Port Interface Test is available.

• Near End Connectivity Ping Test and Far End Connectivity Ping Test can only be run on AT&T VPN circuits.

• Network Connectivity Ping Test can only be run on AT&T VPN and OPT-E-WAN circuits.

• Circuit ID of Site 1 (PE1) applies to the Network Connectivity Ping Test type, which requires a circuit ID for both the local and a remote site.

• If a circuit has tickets opened against it, you cannot request a test on it.

• If a circuit already has a test scheduled against it, you cannot request a test without cancelling that scheduled test.

• If you have exceeded your monthly test quota, you cannot request a test.

• Testing is not supported for T3 circuits.

The following table provides an overview of the tests that are available for DS0 and DS1 circuits. Click "Y" in the Available for column for a more detailed description of that test.

Test Type	Description	Available for		Average Time (minutes)		Intrusive (Y/N)
		DS0	DS1	DS0	DS1
Auto Test	Fully sectionalizes any circuit problem between an AP and AT&T and between AT&T offices.	Y	Y	7	16	Y for DS0; Sometimes for DS1
Complete Auto Test	Fully sectionalizes any DS1 circuit problem between an Access Provider (AP) and AT&T and between AT&T offices.	N	Y	N/A	Depends on user selection of range of minute intervals: 5-15, 10-25, 20-50, 30-70, 40-95, 50-120	Y
Enhanced Monitor Test	Performs Quick Monitor test plus it can isolate problems within AT&T IOC.	N	Y	N/A	3	N
Exhaustive Auto Test	Designed to find and fully sectionalize circuit problems that are intermittent or that have degraded service.	Y	Y	25	14	Y for DS0; Sometimes for DS1
Port Monitor Test	Monitors the Frame Relay port to validate clear transmit/receive of packets. Validates that LMI protocol is active between customer router and AT&T.	Y	Y	30 sec, 2 min, or 5 min based on user selection	30 sec, 2 min, or 5 min based on user selection	N
PVC Monitor Test	Monitors the Frame Relay PVC to validate clear transmit/receive of packets. Validates that the PVC is clear across the AT&T network.	Y	Y	30 sec, 2 min, or 5 min based on user selection	30 sec, 2 min, or 5 min based on user selection	N
Quick Monitor Test	Retrieves performance monitoring data on a circuit to find and isolate a circuit trouble between AT&T IOC and the AP.	N	Y	N/A	3	N
Quick Test	Quickly isolates a circuit trouble between AT&T and the Access Provider (AP) when there is local channel access.	Y	N	1	N/A	Y

For AT&T VPN, OPT-E-WAN, and AT&T Switched Ethernet Service℠ circuits, the following tests are available as noted:

Note: For OPT-E-WAN circuits only Port Interface and Network Connectivity Ping tests are available. For AT&T Switched Ethernet Service℠ circuits only the Port Interface test is available.

Test Type	Description	Approximate Time	Intrusive (Y/N)
Port Interface Test	Performs a show interface command on the AT&T MPLS Provider Edge (PE1) to determine the up or down status of the port and of the link protocol.	Less than 1 minute	N
Port Interface Test for AT&T Switched Ethernet Service℠	Performs a show interface command on the AT&T Network Terminating Equipment (NTE) to determine the up or down status of the port and verifies the port statistics for error conditions.	2 - 6 minutes based on user selection	N
Near End Connectivity Ping Test	Performs an IP ping test to a Near End/ Local Customer Edge location. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the Near End/ Local Customer Edge location.	Less than 1 minute	N
Network Connectivity Ping Test	Performs an IP ping test across the AT&T MPLS network. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the remote AT&T MPLS Provider Edge (PE2) of the selected far end circuit ID.	Less than 1 minute	N
Far End Connectivity Ping Test	Performs an IP ping test to a Far End/ Remote Customer Edge location. This will check connectivity between the AT&T MPLS Provider Edge (PE1) of the selected Circuit ID and the Far End/ Remote Customer Edge location.	Less than 1 minute	N

Use the following steps to request tests for a circuit:

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen appears (see this screen's help for individual field descriptions).

2. Display the circuit you want tested. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Request Test/View Results."

   The Request Test/View Results for Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions).

   Note: AT&T Switched Ethernet Service℠ circuit test requests jump directly to the results of step #6.

5. Select a CKL ID from the drop-down list.

6. Click "Submit."
   • If this CKL can be tested, the Determine Testability screen opens in the bottom frame (see this screen's help for individual field descriptions).
     Note: OPT-E-WAN and AT&T Switched Ethernet Service℠ requests bypass the Determine Testability screen.

   • If there is an open ticket against the CKL you selected, a table listing the open tickets appears in the bottom frame (see Request Test - Tickets Open - Test Denied screen). The ticket numbers on this table are hyperlinks to the actual tickets. You cannot request a test for a CKL with an open ticket.
     Note about Changed Service IDs: If the circuit ID (i.e., service 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 until the old ticket has been closed.

     Click "OK" to close this table and select another CKL from the drop-down list in the top frame.

   • If there is a test in progress on the CKL you selected, a message appears asking you to view and delete the test results from this test.

     Click "View Test Results" to view and delete the results or return to step 5 to select another CKL.

   • If you requested a test on an untestable circuit (e.g., international, DS3, or DSL circuit; see Rules for Testing), a pop-up window opens, stating that testing on this circuit type is not supported.

     Close this pop-up window and click "Cancel" to cancel the request and close the Request Test/View Results for Circuit screen.

7. At the Determine Testability screen in the bottom frame, select a "Trouble Type" from the drop-down list and click "Submit."
   Note: If the maximum test quota has been reached, the "Submit" button is not available.

   The Request Test screen opens in the bottom frame (see this screen's help for individual field descriptions).

   Note: If testability has not been provisioned for this circuit, an appropriate error message is displayed (stating, for example, that "Testability for this circuit has been removed" or "This circuit is not testable by the customer. Please create a ticket"). You can return to step 5 or cancel the request to test by clicking "Cancel."

8. At the Request Test screen, do one of the following:
   • Complete your test request as follows:
     1. Select a test from the "Available Test" drop-down list.
        Note about Available Tests: Available tests are listed in the order in which they should be run.

     2. If you are requesting a Complete Auto Test, Port Monitor Test or PVC Monitor Test, select a "Test Duration" from the drop-down list. See Test Duration.
        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.

     3. If you are requesting a PVC Monitor Test, click the "PVC/EPVC Test Data" hyperlink.

        When the PVC/EPVC Test Data screen opens, select the radio button next to the PVC to be tested, then click "OK."

     4. Fill in the Initiator First Name, Initiator Last Name, and Initiator Phone information in the appropriate text boxes.

     5. Click the "Test Now" radio button.
        Note: To schedule a test within the next 72 hours rather than running it now, see the procedure for Scheduling Tests.

     6. Click "Submit."
        • If all systems are go, a confirmation message appears in the bottom frame.

          Click "OK" to close the Request Test screen window and wait for the test to finish. Continue to step 9.

        • If there is a test currently scheduled against this circuit, the Outstanding Test Request screen opens.

          At the Outstanding Test Request screen, do one of the following:

          • To cancel the scheduled test so you can run the test now, click "Cancel Test."

          • To leave the currently scheduled test intact and stop your request to test now, click "Close."

   • Click "Reset Form" to restore the default information from the "Initiator First Name," "Initiator Last Name," and "Initiator Phone" fields.

   • Select a test from the "Available Test" drop-down list and click "Cancel Test" to cancel the request to test.

     A confirmation message appears, stating that:

     "The request to test this circuit has been canceled."

   • Click "Cancel" (in the bottom frame of the screen) to bring back the Determine Testability screen to this frame.

9. When the test has completed successfully, be sure to view and delete the results.

Scheduling Tests

• Auto Test
• Complete Auto Test
• Enhanced Monitor Test
• Exhaustive Auto Test
• Quick Monitor Test
• Quick Test

Note about Port Monitor/PVC Monitor Tests: You cannot schedule a Port Monitor Test or a PVC Monitor Test in advance. If you need to run a Port Monitor Test or PVC Monitor Test, follow the Requesting Tests procedure.

Note about tests for OPT-E-WAN and AT&T Switched Ethernet Service℠ circuits: You cannot schedule tests for OPT-E-WAN or AT&T Switched Ethernet Service℠ circuits in advance. See the Requesting Tests procedure.

By scheduling a test, you can leave a circuit in service until it is convenient to take it down, rather than having to interrupt service immediately.

Note: Before you schedule a test, it is a good idea to check the Message of the Day for scheduled system maintenance to be sure you don't schedule your test to run at the same time. A test that is scheduled to run during a period when AT&T eMaintenance is down will fail.

To schedule a test on a circuit, perform the following steps:

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits."

   The Work With Circuits screen appears (see this screen's help for individual field descriptions).

2. Display the circuit you want tested. Use the procedure for Viewing All Circuits or Viewing Selected Circuits.

   The circuit is displayed on the Circuit Inventory screen (see this screen's help for individual field descriptions).

3. Select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Request Test/View Results" to proceed with scheduling your test.

   The Request Test/View Results for Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions).

5. Select a CKL ID from the drop-down list.

6. Click "Submit."
   • If this CKL can be tested, the Determine Testability screen opens in the bottom frame (see this screen's help for individual field descriptions). Continue to step 7.

   • If there is an open ticket against the CKL you selected, a table listing the open tickets appears in the bottom frame (see Request Test - Tickets Open - Test Denied screen). The ticket numbers on this table are hyperlinks to the actual tickets. You cannot request a test for a CKL with an open ticket.
     Note about Changed Service IDs: If the circuit ID (i.e., service 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 schedule a test on this new circuit ID until the old ticket has been closed.

     Click "OK" to close this table and select another CKL from the drop-down list in the top frame.

   • If there are test existing results for the CKL you selected, a message appears asking you to view and delete these test results before scheduling another test.

     Click "View Test Results" to view and delete the results or return to step 5 to select another CKL.

   • If you requested a test on an untestable circuit (e.g., international, DS3, or DSL circuit; see Rules for Testing), a pop-up window opens, stating that testing on this circuit type is not supported.

     Close this pop-up window and click "Cancel" to cancel the request and close the Request Test/View Results for Circuit screen.

7. At the Determine Testability screen in the bottom frame, select a "Trouble Type" from the drop-down list and click "Submit."
   Note: If the maximum test quota has been reached, the "Submit" button is not available.

   The Request Test screen opens in the bottom frame (see this screen's help for individual field descriptions).

   Note: If this circuit or CKL is not testable, an error message displays. You can return to step 5 to choose another CKL, or you can cancel the request to test by clicking "Cancel."

8. At the Request Test screen:
   1. Select a test from the "Available Test" drop-down list.
      Note about Available Tests: Available tests are listed in the order in which they should be run.

   2. Verify the information in the "Initiator First Name," "Initiator Last Name," and "Initiator Phone" text boxes. You may change this information, if necessary.

   3. Click the "Schedule for" radio button and fill in the date/time information for when you want this test to run.

      Note: If you enter a date and time in the text boxes, the "Schedule for" radio button is automatically selected.

   4. If you are requesting a Complete Auto Test, select a "Test Duration" from the drop-down list.

   5. Click "Submit."

The information on this scheduled test appears on the Scheduled Tests screen, View Test Results for All Circuits/Phone Numbers screen, and the Test Auto-Status table on the Auto-Status Notification screen.

Rescheduling Tests

Note: You cannot reschedule a Port Monitor Test or a PVC Monitor Test since these tests cannot be scheduled in advance.

1. Do one of the following:
   • To reschedule a currently scheduled test from the Scheduled Tests screen:
     1. From the Navigation Bar at the top of the screen, click "Scheduled Tests."

        The Scheduled Tests screen opens.

     2. Select the circuit ID for the desired circuit with a status of Scheduled by clicking the appropriate radio button in the Select column.

     3. Click "Reschedule a Test."

        The Reschedule a Test screen opens. Continue to step 5.

        Note: If you select the circuit ID for a circuit whose test status is "Cancelled" and then click "Reschedule a Test," a pop-up window opens with the following message:

        "This test cannot be rescheduled or cancelled because it has already run or was previously cancelled."

   • To reschedule a currently scheduled test from the View Test Results for All Circuits/Phone Numbers screen or the Test Auto-Status table on the Auto-Status Notification screen, click a circuit ID hyperlink in the Circuit ID column for the desired circuit that has a status of Scheduled.

   The Reschedule/Cancel a Test screen opens.

2. At the Reschedule/Cancel a Test screen, click "Reschedule a Test."

   The Reschedule a Test screen opens.

3. At the Reschedule a Test screen, complete the date, time, and time zone information for the new test time.

4. Do one of the following:
   • Click "OK" to complete the rescheduling process.

     The Scheduled Tests screen is refreshed with the new information.

   • Click "Close" to close this screen without rescheduling the test.

Cancelling Scheduled Tests

Note: You cannot cancel a Port Monitor Test or a PVC Monitor Test since these tests cannot be scheduled.

• To cancel a test from the Scheduled Tests screen:
  1. On the Navigation Bar at the top of the screen, click "Scheduled Tests."

     The Scheduled Tests screen opens.

  2. From the Scheduled Tests screen, select the circuit, with a status of Scheduled, whose test you want to cancel by clicking the appropriate radio button.

  3. The Reschedule/Cancel a Test screen opens.

  4. Click "Cancel Test."

     A pop-up window opens, stating that the test for this circuit has been cancelled.

  5. Click "Close" to close this pop-up window.

   

• To cancel a test from the View Test Results for All Circuits/Phone Numbers screen or the Test Auto-Status table on the Auto-Status Notification screen:
  1. In the Circuit ID column, click the hyperlinked circuit ID for the desired circuit with a status of Scheduled.

     The Reschedule/Cancel a Test screen opens.

  2. Click "Cancel Test."

     A pop-up window opens, stating that the test for this circuit has been cancelled.

  3. Click "Close" to close this pop-up window.

   

• To cancel a scheduled test from the Outstanding Test screen so you can run a test now on a circuit that has a currently scheduled test against it, do the following:

  When you submit your test request and the Outstanding Test screen opens, click "Cancel the Scheduled Test."

  The scheduled test is cancelled and your request to test now can proceed.

   

• To cancel a scheduled test from the Test Scheduled for Circuit screen so you can create a ticket for a circuit that has a currently scheduled test against it, do the following:

  When you submit your ticket request and the Test Scheduled for Circuit screen opens, click "Create Ticket."

  The scheduled test is cancelled and ticket creation can proceed.

Note: If you attempt to cancel a scheduled test that has already been sent to the test server, an error will result.

Whichever method you use, once the scheduled test has been cancelled, the Scheduled Tests screen, Auto-Status Notification screen, and View Test Results for All Circuits/Phone Numbers screen are all refreshed with the Cancelled status of this test.

The term Cancelled on these screens is also a hyperlink that, when clicked, opens a pop-up window containing the reason this test was cancelled.

Viewing Test Results for a Circuit

Use the following steps to view test results for a circuit:

1. Do one of the following:
   • From the Navigation Bar at the top of the screen:
     1. Click "Test Results."

        The View Test Results for All Circuits/Phone Numbers screen opens.

     2. Click the hyperlink for the circuit you want to see results for.

        The View Test Results for Circuit screen opens.

   • From the Circuit Inventory screen:
     1. Click the radio button next to the circuit you want to see results for.

     2. Click "Request Test/View Results" at the bottom of the screen.

        The View Test Results for Circuit screen opens. This screen contains the following sections:

        • Overall Summary
        • Test Initiation Summary
        • Test Recommendations (for Port Monitor or PVC Monitor Tests only)
        • Detailed Test Results (available for some test types)

        See View Test Results for Circuit screen for individual field descriptions.

2. At the View Test Results for Circuit screen, do one of the following:
   • Click "View Details" to see detailed test results.
     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.

     The Detailed Test Results appear in the top section of this window, replacing the Overall Summary and Test Initiation Summary sections.

     • The Detailed Test Results may contain codes representing some findings of the test. To see a list of vercodes and their meanings, click the "View Vercode Descriptions" hyperlink.

     • To view the Overall Summary and Test Initiation Summary sections again, click "Return to Summaries."

   • Click "Print Preview" to view the test results as formatted for printing.

     The Print Preview of Test Results for Circuit screen opens.

     Click "Print" to print the test results or "Close" to close the window.

   • Click "Create Ticket" to create a ticket based upon the test results.

     The Create Ticket for Circuit screen opens in the same pop-up window.

     Note: This button does not appear if this test's status is testability, since the test has not yet completed.

   • Click "Delete Test Results" to delete the test results.

     The Delete Test Result screen opens.

   • Click "Delete Test Results for All Segments" to delete all the test results on a multipoint circuit.

     The Delete Test Result screen opens.

     Note: This button will not appear unless you are working with a multipoint circuit.

   • Click "Cancel" to close the window.

Printing Test Results

1. On the View Test Results for Circuit screen, click "Print Preview."

   The Print Preview of Test Results for Circuit screen opens in a separate pop-up window.

2. Do one of the following:
   • Click "Print" to print the test results.

     Your browser's Print window appears. Follow your usual procedure for printing from your browser.

   • Click "Close" to close the window.

Deleting Test Results

To delete existing test results, perform the following steps:

1. Click "Delete Test Results" or "Delete Test Results for All Segments" on the View Test Results for Circuit screen.

   The Delete Test Result screen opens as a pop-up window.

2. Do one of the following:
   • Click "Yes" to run another the test on this circuit.

   • Click "No" to close this screen without running another test on this circuit.

Viewing Test Results for All Circuits/Phone Numbers

1. On the Navigation Bar at the top of the screen, click "Test Results."

   The View Test Results for All Circuits/Phone Numbers screen opens (see this screen's help for individual field descriptions).

2. Click one of the highlighted circuit IDs.

   The View Test Results for Circuit screen opens in a pop-up window, displaying the test results for the selected circuit.

3. If desired, do one or more of the following:
   • View the results.

   • Click "View Details" to see a detailed summary of the results.

     The View Test Results for Circuit screen is painted over with detailed test results.

     To return to the original View Test Results for Circuit screen, click "Return To Summaries."

   • Click "View Vercodes Description" to view detailed information about vercodes or condition codes.
     Note: This hyperlink appears only if there are vercodes listed in your test results.

     See Vercodes and Condition Codes for more information.

   • Click "Print Preview" to view how the test results will print.

     The Print Preview of Test Results screen opens.

   • Click "Delete Test Results" to delete these test results.

     The View Test Results for Circuit screen is refreshed, with the test results for this circuit being removed from the table.

   • Click "Cancel" to close the View Test Results for Circuit screen and return to the View Test Results for All Circuits/Phone Numbers screen.

Viewing Scheduled Tests

Use the following steps to view the list of tests currently scheduled for your circuits through the Scheduled Tests screen:

1. On the Navigation Bar at the top of the screen, click "Scheduled Tests."

   The Scheduled Tests screen opens (see this screen's help for individual field descriptions).

   Note: If there are no tests currently scheduled, a message like this appears on the Scheduled Tests screen:

   "There were no scheduled tests found. Regular users with testing privileges can schedule a test by using the Run/Schedule a Test Quick Navigation feature on the EM homepage, or by choosing the Request Test/ View Results button from the Circuit Inventory Search Results screen."

2. Do one of the following:
   • Select a circuit for which to reschedule or cancel a scheduled test by clicking the appropriate radio button.

     Continue with the Rescheduling Tests or Cancelling Tests procedure, as appropriate.

   • Close the window without changing any scheduled tests.

Working with Phone Numbers

• Creating a Ticket for a Phone Number
• Viewing Toll Free Numbers
  • Viewing Selected Toll Free Numbers
  • Viewing All Toll Free Numbers
  • Downloading Toll Free Number Inventory Results
• Viewing Circuits for Toll Free Numbers
  • Downloading Circuit Inventory Results for a Toll Free Number
• Viewing/Editing Details for Toll Free Numbers
• Viewing Tickets Related to a Toll Free Phone Number

Creating a Ticket for a Phone Number

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens (see this screen's help for individual field descriptions).

2. Enter the phone number (10 or 11 digits) you wish to create a ticket for in the "Phone Number" text box.

3. Click "Submit."

   AT&T eMaintenance validates the phone number and one of the following happens:

   • If the phone number has one or more open tickets, the Show Open Tickets Related to Service ID screen opens. This screen lists all open tickets against the selected phone circuit.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution. Create a new ticket only if the reported problem symptom is different from that on the open tickets.

   • If you entered the phone number in a valid format but it is not recognized by AT&T eMaintenance, the Create Ticket for Phone Number screen opens with an advisory stating that this phone number was not found or was entered incorrectly (see Create Ticket for Phone Number - Invalid Phone Number screen).

     Do one of the following:

     • Click "Edit Phone Number" to return to the Work With Phone Numbers screen and re-enter the phone number, cancel the process, or contact the work center.

     • Click "Cancel" to cancel the entire process and close the window.

   • If you entered the phone number that is recognized by AT&T eMaintenance as a Local PRIME phone number, a pop-up window opens with an advisory stating this.

     From this window, you have the option of clicking "Cancel" to close this pop-up; or you can click "Create Ticket" to open the Create Ticket for a Local Service ID screen and create a ticket on this Local PRIME phone number.

   • If the phone number has no open tickets, the Create Ticket for Phone Number screen opens (see this screen's help for individual field descriptions). Proceed to step 4.

4. Enter or correct information in all of the required fields, which are indicated by boldface type (the "Reset Form" button restores the original values):
   • Trouble Type - select the appropriate phone trouble type description from the drop-down list.

     When you select your phone trouble type, a specific questionnaire opens in a separate pop-up window. Information from the questionnaire helps AT&T personnel to pinpoint and resolve your trouble more quickly.

     Fill out the questionnaire form and click "Done" to continue creating this ticket. (See Voice Ticket Questionnaire Screens for more information.)

     Note about Mandatory "Calling From" and "Calling To" Fields on Some Questionnaires: The "Calling From" and "Calling To" fields are mandatory (indicated by bold type) on the Voice Ticket Questionnaire for certain phone number Types of Service (a phone number's Type of Service is listed on the View/Edit Details for Toll Free Number screen). These Types of Service include:
     • 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)

     See Voice Ticket Questionnaire Screens for more information and for all of the individual TOSs affected.

   • Outage Condition - select the appropriate description from the drop-down list (this field is not displayed if you are creating a ticket for a non-MCN phone number) as follows:
     • Total outage - all lines at this location are out of service.
     • Partial outage - some but not all lines are out of service; intermittent trouble.
     • Degraded condition - there is noise or static on the line.
     • Non Customer Affecting - An outage condition priority code used when the customer is not impacted—for example, when new service is being turned up.

   • Do you want Service Assurance: - select "Yes" or "No."
     Note: This field only appears if the phone number's network service qualifies for Service Assurance, that is, Inbound Switched.

     If you chose "Yes," the optional Service Assurance Request questionnaire screen opens in a separate pop-up window. Fill out the questionnaire form and click "Done" to continue creating this ticket.

   • Do you have power to your equipment?: - select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Dispatch Authorized - select "Yes" or "No" (this field appears only if you are working with domestic services) as follows:
     • Select "Yes" if you want AT&T to send repair technicians to the location of circuit experiencing the trouble (a fee may be associated with such a visit).
     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - select the "Customer Created" ticket type.

5. Enter information in any or all of the optional fields.

6. Verify that all contact information and phone number location information is correct.

7. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Ticket for Phone Number screen.

8. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

9. Record the ticket number for your records.

10. You may end the procedure with either of the following steps:
    • Click the ticket number link to view the ticket.

      The ticket appears on the View/Edit Ticket screen (see this screen's help for individual field descriptions).

      You can also use the Auto-Status Notification screen to view the status of the ticket dynamically.

    • Click "OK."

      The pop-up window closes.

Copying a Ticket for a Phone Number

Use the following steps to copy a Phone Number ticket:

1. Do one of the following:
   • In the Ticket Inventory screen or Related Tickets/History for Service ID screen, select a Phone Number ticket with the Ticket Status AT&T Closed and click the "Copy Ticket" button at the bottom of the screen.

   • In the View/Edit Ticket screen for a Phone Number ticket with the Ticket Status AT&T Closed, click the "Copy Ticket" button at the bottom of the screen.

   If there are any open tickets on the 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 there are no other open tickets on the circuit, the Create Ticket for Phone Number screen opens (see this screen's help for individual field descriptions).

2. Follow the procedure for Creating a Ticket for a Phone Number. You can edit the prepopulated data in the new ticket. After you click "Submit Ticket" in the Create Ticket for Phone Number screen, the original ticket log is appended to the new ticket in the View/Edit Ticket screen. Please know that 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 your new ticket.

Viewing Toll Free Numbers

Viewing Selected Toll Free Numbers

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Click the appropriate radio button for the search you wish to perform (Toll Free Number, City, State, ZIP Code, or MCN).
   • If you chose to search on state, select a state from that drop-down list.

3. In the Wild Card Search String text box, enter the search string for the search you wish to perform.

4. Click "Search."

   The Toll Free Number Inventory screen opens, displaying the results of your search (see this screen's help for individual field descriptions).

Viewing All Toll Free Numbers

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Click "Display All TFNs."

   An efficient search advisory opens in a separate pop-up window. (To turn off such messages, select "Disable warning messages when searching through large amounts of data" on the View/Edit User Profile screen.)

3. Do one of the following:
   • Click "OK" to continue this search.

     The Toll Free Number Inventory screen opens, displaying the results of your search (see this screen's help for individual field descriptions).

   • Click "Cancel" to go back to the Work With Phone Numbers screen to change your search criteria.

Downloading Toll Free Number Inventory Results

Note: If you are a masquerading user, only Toll Free numbers associated with the active subdivision will be downloaded. (This applies to the AT&T Frame Plus service provider and some Wholesale customers.)

The data in the text file is pipe-delimited (|), with the following column of information:

• Toll Free Number

To download all Toll Free numbers in your inventory, use the following steps:

1. From the Work With Phone Numbers screen, click "Download All TFNs."

   A browser-dependent pop-up window opens, stating that you are downloading a file of type "text/csv."

2. Click "Save File."

   A Save As... window opens.

3. Navigate to the directory in which you will save the file.

4. Change the name of this file in the File name: text box, if desired.

5. In the Save as type: drop-down list, select the extension for the application you want to use this file with.

   For example, if you want to open this file in Excel, choose "Plain Text," then change the file extension to ".txt" or ".csv" in the File name: text box.

   Note: It is usually a good idea to choose "Plain Text" as the file type, as text files can be opened by most applications.

6. Click "Save."

   The file is saved in the directory you chose.

   When opening the file:

   • Make sure you choose the corresponding extension for that file from the Files of type drop-down list. Even if you saved the file as a text file, the file name itself may have a different extension (such as "html").

Note: If you click "Download Results" when you have exceeded your quota, a message appears telling you so. Click "OK" to close this window, and contact your Company Administrator or the AT&T eMaintenance Service Center.

To download selected Toll Free numbers from your inventory, use the following steps:

1. Do one of the following:
   • From the Work With Phone Numbers screen:
     1. Enter the wildcard search criteria for the Toll Free number subset you want downloaded.

     2. Click "Download Results."

   • From the Toll Free Number Inventory screen, click "Download Results."

   A browser-dependent pop-up window opens, stating that you are downloading a file of type "text/csv."

2. Click "Save File."

   A Save As... window opens.

3. Navigate to the directory in which you will save the file.

4. Change the name of this file in the File name: text box, if desired.

5. In the Save as type: drop-down list, select the extension for the application you want to use this file with.

   For example, if you want to open this file in Excel, choose "Plain Text," then change the file extension to ".txt" or ".csv" in the File name: text box.

   Note: It is usually a good idea to choose "Plain Text" as the file type, as text files can be opened by most applications.

6. Click "Save."

   The file is saved in the directory you chose.

   When opening the file:

   • Make sure you choose the corresponding extension for that file from the Files of type drop-down list. Even if you saved the file as a text file, the file name itself may have a different extension (such as "html").

Note: If you click "Download Results" when you have exceeded your quota, a message appears telling you so. Click "OK" to close this window, and contact your Company Administrator or the AT&T eMaintenance Service Center.

Viewing Circuits for Toll Free Numbers

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Display the Toll Free number for which you want a circuit inventory. Use the procedure for Viewing Selected Toll Free Numbers or Viewing All Toll Free Numbers.

   The Toll Free number is displayed in the Toll Free Number Inventory screen (see this screen's help for individual field descriptions).

3. Select a Toll Free number by clicking the appropriate radio button in the "Select TFN" column.

   A black dot appears in the radio button to mark it as selected.

4. Click the "View TFN Circuits" link on the bottom of the screen.

   The Circuit Inventory for Toll Free Number screen opens (see this screen's help for individual field descriptions).

Downloading Circuit Inventory Results for a Toll Free Number

1. From the Circuit Inventory for Toll Free Number screen, click "Download Results."

   A browser-dependent pop-up window opens, stating that you are downloading a file of type "text/csv."

2. Click "Save File."

   A Save As... window opens.

3. Navigate to the directory in which you will save the file.

4. Change the name of this file in the File name: text box, if desired.

5. In the Save as type: drop-down list, select the extension for the application you want to use this file with.

   For example, if you want to open this file in Excel, choose "Plain Text," then change the file extension to ".txt" or ".csv" in the File name: text box.

   Note: It is usually a good idea to choose "Plain Text" as the file type, as text files can be opened by most applications.

6. Click "Save."

   The file is saved in the directory you chose.

   When opening the file:

   • Make sure you choose the corresponding extension for that file from the Files of type drop-down list. Even if you saved the file as a text file, the file name itself may have a different extension (such as "html").

Note: If you click "Download Results" when you have exceeded your quota, a message appears telling you so. Click "OK" to close this window, and contact your Company Administrator or the AT&T eMaintenance Service Center.

Adding/Editing TFN Aliases Procedure

You can add/edit TFN aliases to a number of TFNs at one time (see Adding/Editing Multiple TFN Aliases) via the Work With Phone Numbers screen, or you can add/edit a TFN alias for a specific TFN (see Adding/Editing a Specific TFN Alias) from the Toll Free Number Inventory screen.

See the Add/Edit TFN Aliases screen or Add/Edit TFN Alias for Toll Free Number screen for individual field descriptions.

Adding/Editing Multiple TFN Aliases

1. On the Work With Phone Numbers screen, enter the criteria for searching for the TFNs you wish to add or change TFN aliases for.

2. Click "Add/Edit TFN Alias."

   The Add/Edit TFN Aliases screen opens. This screen contains a table listing the TFNs matching your search criteria in ascending order.

3. In the "Toll Free Number" column, find the TFN that you wish to add or change the alias for, then enter the new alias in the corresponding text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

   Note: If there are more TFNs than can fit on one screen, the list is continued on another page. To see these TFNs, click "Next." To return to the previous screen of TFN aliases, click "Previous."

4. Do one of the following:
   • Click "Submit" to submit the changes you have made to your TFN aliases.
     Note: If you clicked "Submit" without making any changes to your TFN aliases, a pop-up window with the following message opens:
     
     "You have made no changes to TFN Alias data. Select "OK" to exit from editing TFN aliases. Select "Cancel" to return to editing TFN aliases."

     If you have made changes, a pop-up screen with the following message opens:

     "This action will change the TFN Alias value for all of your company logins. Is this OK?"

     Do one of the following:

     • Click "OK" to process the change and close the Add/Edit TFN Alias screen.

     • Click "Cancel" to cancel the change(s) and return to the Add/Edit TFN Alias screen with the original data intact.

   • Click "Reset Form" to return to the original information in the table.

   • Click "Cancel" to exit from this screen and return to the Work With Phone Numbers screen.

   • Click "Next" to see the next page of TFN aliases.

   • Click "Previous" to see the previous page of TFN aliases.

Adding/Editing a Specific TFN Alias

1. Click "Add/Edit TFN Alias" at the bottom of the screen.

   The Add/Edit TFN Alias for Toll Free Number screen opens.

2. Enter a new TFN alias or change the existing TFN alias in the text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

3. Do one of the following:
   • Click "Submit" to send the revised TFN alias to AT&T eMaintenance.

     A confirmation window opens, stating that the alias for this TFN has been changed.

     Click "OK" to close this message.

   • Click "Cancel" to return to the inventory screen without making any changes.

Viewing/Editing Details for Toll Free Numbers

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Display the Toll Free number for which you want to view/edit details. Use the procedure for Viewing Selected Toll Free Numbers or Viewing All Toll Free Numbers.

   The Toll Free number is displayed in the Toll Free Number Inventory screen (see this screen's help for individual field descriptions).

3. Select a Toll Free number by clicking the appropriate radio button in the "Select TFN" column.

   A black dot appears in the radio button to mark it as selected.

4. Click the "View/Edit TFN Details" link.

   The View/Edit Details for Toll Free Number screen opens (see this screen's help for individual field descriptions).

5. Do one of the following:
   • To see the Advanced Features this Toll Free number is provisioned for, click the "View Advanced Features" hyperlink.
     Note: This link only appears if you are provisioned with Advanced Features.

     The Advanced Features for Toll Free Number screen opens in a separate pop-up window.

   • To edit the company information:
     1. Enter any updates in the appropriate text box(es).

     2. Click "Submit Modifications."

   • Click "Reset Form" to reset the form with the original information.

   • Click "Cancel" to close the window.

Viewing Advanced Features for a Toll Free Number

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Display the Toll Free number for which you want to view/edit details. Use the procedure for Viewing Selected Toll Free Numbers or Viewing All Toll Free Numbers.

   The Toll Free number is displayed in the Toll Free Number Inventory screen (see this screen's help for individual field descriptions).

3. Select a Toll Free number by clicking the appropriate radio button in the "Select TFN" column.

   A black dot appears in the radio button to mark it as selected.

4. Click the "View/Edit TFN Details" link.

   The View/Edit Details for Toll Free Number screen opens (see this screen's help for individual field descriptions).

5. Click the "View Advanced Features" hyperlink.
   Note: This link only appears if you are provisioned with Advanced Features.

   The Advanced Features for Toll Free Number screen opens in a separate pop-up window.

6. Click "Close" to close the window.

Modifying/Updating Toll Free Number Contact Information

Note for Read-Only Users: If you are a Read-Only user, you can only view the Toll Free phone number contact information; you cannot change it.

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Display the Toll Free number for which you want to view/edit details. Use the procedure for Viewing Selected Toll Free Numbers or Viewing All Toll Free Numbers.

   The Toll Free number is displayed in the Toll Free Number Inventory screen (see this screen's help for individual field descriptions).

3. Select a Toll Free number by clicking the appropriate radio button in the "Select TFN" column.

   A black dot appears in the radio button to mark it as selected.

4. Click the "View/Edit TFN Details" link.

   The View/Edit Details for Toll Free Number screen opens (see this screen's help for individual field descriptions).

5. Enter any updates in the appropriate text box(es).

   Clicking "Reset Form" brings back the original information.

6. Click "Submit Modifications."

Viewing Tickets Related to a Toll Free Phone Number

1. On the Navigation Bar at the top of the screen, click "Create Ticket > Phone Numbers."

   The Work With Phone Numbers screen opens.

2. Display the Toll Free number for which you want to view related tickets. Use the procedure for Viewing Selected Toll Free Numbers or Viewing All Toll Free Numbers.

   The Toll Free number is displayed in the Toll Free Number Inventory screen.

3. Select a Toll Free number by clicking the appropriate radio button in the "Select TFN" column.

   A black dot appears in the radio button to mark it as selected.

4. Click the "Show Related Tickets" link.

   The Related Tickets/History for Service ID screen opens (see this screen's help for individual field descriptions).

Working with Local Services

• Viewing Local Service IDs
  • Viewing All Local Service IDs
  • Viewing Selected Local Service IDs
    • Local Services Search for Local Service IDs
  • Downloading Local Services Inventory Results
• Creating/Editing a BES BAN Group
  • Viewing Current BES BAN Group
  • Viewing All Provisioned BES BANs
• Adding/Editing Service ID Aliases for Local Service IDs
  • Adding/Editing Multiple Local Service ID Aliases
  • Adding/Editing a Specific Local Service ID Alias
• Creating a Resolved Ticket for a Local Service ID
• Creating a Ticket for a Local PRIME Phone Number
• Creating an Unresolved Ticket for a Local Service ID
• Viewing/Editing Details for a Local Service ID
• Modifying/Updating Local Service ID Contact Information
• Viewing Tickets Related to a Local Service ID
• Viewing Unresolved Local Tickets

Viewing Local Service IDs

Viewing All Local Service IDs

1. On the Navigation Bar, click "Local Services/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

2. Click "Display All Service IDs."

   An efficient search advisory opens in a separate pop-up window. (To turn off such messages, select "Disable warning messages when searching through large amounts of data" on the View/Edit User Profile screen.)

3. Do one of the following:
   • Click "OK" to continue this search.

     The Local Services Inventory screen opens (see this screen's help for individual field descriptions).

   • Click "Cancel" to go back to the Work With Local Services screen to refine your search.

Viewing Selected Local Service IDs

Notes about Searching by Local Service IDs:
1. If you are provisioned for Local Services only, or Local Services with Local PRIME and/or Local Private Line, see Local Services Search for Local Service IDs.

2. 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 (~).

   To avoid special character issues, you can create service ID aliases for your Local service IDs (see Adding/Editing Service ID Aliases for Local Service IDs) and then use these aliases as search criteria in the future.

3. 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.

Use the following steps to view selected Local service IDs:

1. On the Navigation Bar, click "Create Ticket > Local Services."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

2. Click either the "Local Service ID," "BES BAN," or "Service ID Alias" radio button.

3. Enter search criteria in the "Wild Card Search" or "Selective Search" text box. Use the % character as a wildcard.
   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.
   Note about BES BAN Searches: If you are searching by BES BAN, the ampersand (&) character is accepted.

4. Click "Search" to retrieve the Local Services inventory.

   The Local Services Inventory screen opens (see this screen's help for individual field descriptions).

5. To refine your search, click "Edit Search Criteria." Continue from step 2.

Local Services Search for Local Service IDs

Note: If you are provisioned for Local PRIME and/or Local Private Line, without Local Services, see Viewing Selected Local Service IDs.

Use the following steps to view selected Local service IDs:

1. On the Navigation Bar, click "Create Ticket > Local Services."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

2. Click the "Serial Circuits," "Message Trunk," "Carrier Circuits," "Circuit Format Telephone Number," or "2/6 Code" radio button.

3. Enter at least one character to activate the "Search" button. For a "2/6 Code" search, you must enter the full "Trunk Group Access Code" and "Message Trunk Number", as well as the "State", to activate the "Search" button.

4. Click "Search" to retrieve the Local Services inventory.

   The Local Services Inventory screen opens (see this screen's help for individual field descriptions).

5. To refine your search, click "Edit Search Criteria." Continue from step 2.

Downloading Local Service ID Inventory Results

The data in the text file is pipe-delimited (|), with the following columns of information, depending upon how you are provisioned:

• Local Service ID
• BES BAN
• Service Alias
• Address - includes street, room, and floor. If there is no room or floor, pipes for these values will not be shown.
• City
• State

To download all Local service IDs in your inventory, use the following steps:

1. From the Work With Local Services screen, click "Download All Service IDs."
   Note: This button appears only if you are provisioned for Wild Card Search.

   A browser-dependent pop-up window opens, stating that you are downloading a file of type "text/csv."

   Note: If you click "Download All Service IDs" when you have exceeded your quota, a message appears telling you so. Click "OK" to close this window, then contact your Company Administrator or the AT&T eMaintenance Service Center if you wish to have your quota increased.

2. Click "Save File."

   A Save As... window opens.

3. Navigate to the directory in which you will save the file.

4. Change the name of this file in the File name: text box, if desired.

5. In the Save as type: drop-down list, select the extension for the application you want to use this file with.

   For example, if you want to open this file in Excel, choose "Plain Text," then change the file extension to ".txt" or ".csv" in the File name: text box.

   Note: It is usually a good idea to choose "Plain Text" as the file type, as text files can be opened by most applications.

6. Click "Save."

   The file is saved in the directory you chose.

   When opening the file:

   • Make sure you choose the corresponding extension for that file from the Files of type drop-down list. Even if you saved the file as a text file, the file name itself may have a different extension (such as "html").

To download selected Local service IDs from your inventory, use the following steps:

1. Do one of the following:
   • From the Work With Local Services screen:
     1. Enter the search criteria for the Local service ID subset you want downloaded.

     2. Click "Download Results."

   • From the Local Inventory screen, click "Download Results."

   A browser-dependent pop-up window opens, stating that you are downloading a file of type "text/csv."

   Note: If you click "Download Results" when you have exceeded your quota, a message appears telling you so. Click "OK" to close this window, then contact your Company Administrator or the AT&T eMaintenance Service Center if you wish to have your quota increased.

2. Click "Save File."

   A Save As... window opens.

3. Navigate to the directory in which you will save the file.

4. Change the name of this file in the File name: text box, if desired.

5. In the Save as type: drop-down list, select the extension for the application you want to use this file with.

   For example, if you want to open this file in Excel, choose "Plain Text," then change the file extension to ".txt" or ".csv" in the File name: text box.

   Note: It is usually a good idea to choose "Plain Text" as the file type, as text files can be opened by most applications.

6. Click "Save."

   The file is saved in the directory you chose.

   When opening the file:

   • Make sure you choose the corresponding extension for that file from the Files of type drop-down list. Even if you saved the file as a text file, the file name itself may have a different extension (such as "html").

Creating/Editing a BES BAN Group

• The Local service IDs you can create tickets for.
• The Local service IDs displayed in your Local Services inventory.
• The resolved Local tickets displayed in your ticket inventory.
• The resolved Local tickets tracked in Auto-Status Notification.
• The data included in reports.

Note: You can create or edit a BES BAN group only if you are provisioned with the Ability to Group BES BANs.

Use the following steps to create/edit a BES BAN group:

1. From the Work With Local Services, Work With Tickets or View/Edit User Profile screen, click "Administer BES BANs."

   The Creating/Editing a BES BAN Group screen opens (see this screen's help for individual field descriptions).

   Note: You can also view and administer BES BANs through the various inventory screens. To do so, click the "Current BES BAN Group" hyperlink, which opens the Current BES BAN Group screen. Here, click "Administer BES BANs" to open the Creating/Editing a BES BAN Group screen.

2. Do one or both of the following:
   • From the "BES BAN Group" scroll-down menu, select the BES BAN(s) you wish to delete from your group and click "Delete from List."

   • From the "Provisioned BES BAN List" scroll-down menu, select the BES BAN(s) you wish to add to your group and click "Add to List."

     Note: To add or delete more than one BES BAN, hold down your keyboard's "Ctrl" key as you make your choices.

3. Click "Save BES BAN Group."

   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. Your screen is reloaded with the AT&T eMaintenance Home Page.

4. At this point, you should reload the Local Services Inventory Screen and/or Ticket Inventory Screen, if open, and close and restart the Auto-Status Notification screen if it is running, since information on these screens is based upon the BES BANs in the group with which you are currently working.

Viewing All Provisioned BES BANs

1. On the Work With Local Services, Work With Tickets, or View/Edit User Profile screen, click "View BES BANs."

   The Provisioned BES BANs screen opens, containing a scroll-down list of your provisioned BES BANs.

2. Do one of the following:
   • Click "OK" to close the screen.

   • Click "Administer BES BANs" to edit your current BES BAN group or create a new one. This button appears only if you are provisioned with the Ability to Group BES BANs.

     The Creating/Editing a BES BAN Group screen opens.

     Note: You can create or edit a BES BAN Group only if you are provisioned with the Ability to Group BES BANs.

Viewing Current BES BAN Group

1. On the either the Local Services Inventory or Ticket Inventory screen, click the "Current BES BAN Group" hyperlink.

   The Current BES BAN Group screen opens.

2. Do one of the following:
   • Click "OK" to close this screen.

   • Click "Administer BES BANs" to edit the BES BAN Group. This button appears only if you are provisioned with the Ability to Group BES BANs.

     The Creating/Editing a BES BAN Group screen opens.

     Note: You can create or edit a BES BAN Group only if you are provisioned with the Ability to Group BES BANs.

Adding/Editing Service ID Aliases for Local Service IDs

Note: You cannot create aliases for Local PRIME phone numbers.

You can add/edit service ID aliases to a number of Local service IDs at one time (see Adding/Editing Multiple Local Service ID Aliases) via the Work With Local Services screen screen, or you can add/edit a service ID alias for a specific Local service ID (see Adding/Editing a Specific Local Service ID Alias) from the Local Services Inventory screen.

See the Add/Edit Service ID Aliases screen or Add/Edit Service ID Alias for Service ID screen for individual field descriptions.

Adding/Editing Multiple Local Service ID Aliases

Note: You cannot create aliases for Local PRIME phone numbers.

1. On the Work With Local Services screen, enter the criteria for searching for the service IDs you wish to add or change aliases for.

2. Click "Add/Edit Service ID Alias."

   The Add/Edit Service ID Aliases screen opens. This screen contains a table listing the Local service IDs matching your search criteria in ascending order.

3. In the "Local Service ID" column, find the service ID(s) that you wish to add or change the alias for, then enter the new alias in the corresponding text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

   Note: If there are more service IDs than can fit on one screen, the list is continued on another page. To see these service IDs, click "Next." To return to the previous screen of circuit aliases, click "Previous."

4. Do one of the following:
   • Click "Submit" to submit the changes you have made to your service ID aliases.
     Note: If you clicked "Submit" without making any changes to your service ID aliases, a pop-up window with the following message opens:
     
     "You have made no changes to Service ID Alias data. Select "OK" to exit from editing service ID aliases. Select "Cancel" to return to editing service ID aliases."

     If you have made changes, a pop-up screen with the following message opens:

     "This action will change the Service ID Alias value for all of your company logins. Is this OK?"

     Do one of the following:

     • Click "OK" to process the change and close the Add/Edit Service ID Aliases screen.

     • Click "Cancel" to cancel the change(s) and return to the Add/Edit Service ID Aliases screen with the original data intact.

   • Click "Reset Form" to return to the original information in the table.

   • Click "Cancel" to exit from this screen and return to the Work With Local Services screen.

   • Click "Next" to see the next page of aliases.

   • Click "Previous" to see the previous page of aliases.

Adding/Editing a Specific Local Service ID Alias

Note: You cannot create an alias for Local PRIME phone numbers.

1. Click the radio button next to the appropriate Local service ID in the "Select Service ID" column.

2. Click "Add/Edit Service ID Alias" at the bottom of the screen.

   The Add/Edit Service ID Alias for Service ID screen opens.

3. Enter a new service ID alias or change the existing service ID alias in the text box.
   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.

   Valid characters for aliases include letters, numbers, spaces, commas (,), ampersands (&), apostrophes ('), dashes (-), underscores(_), and dots (.). The maximum number of characters is 20.

4. Do one of the following:
   • Click "Submit" to send the revised alias to AT&T eMaintenance.

     A confirmation window opens, stating that the alias for this service ID has been changed.

     Click "OK" to close this message.

   • Click "Cancel" to return to the Local Services Inventory screen without making any changes.

Creating a Ticket for a Local Service ID

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

   This screen contains the values entered or selected when you last worked with this screen.

2. Display the Local service ID for which you want to create a ticket. Use the procedure for Viewing All Local Service IDs or Viewing Selected Local Service IDs.

   The Local service ID is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

   Note about Unresolved Tickets: If the Local service ID you want does not appear on the Local Services Inventory screen but you still need to create a ticket for it, continue with the process for Creating an Unresolved Ticket for a Local Service ID.

3. Select the appropriate Local service ID by clicking the radio button in the "Select Circuit" column for the appropriate service ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   One of the following happens:

   • The Create Ticket for Local Service ID screen opens in a pop-up window (see this screen's help for individual field descriptions). Continue to step 5.

   • If the selected service ID has one or more open tickets, the Show Open Tickets Related to Service ID screen opens.

     This screen lists all open tickets against the selected Local service ID. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 5 to create a new ticket only if the problem symptom is different from that on the open ticket(s).

5. Enter or correct information in all of the required fields, which are indicated by boldface type (the "Reset Form" button restores the original values):
   • Trouble Type - select the appropriate Local Private Line or Local PRIME trouble type description from the drop-down list.

     A questionnaire opens in a separate pop-up window when you select:

     • Certain Local PRIME trouble types, namely:
       • Having Trouble Faxing
       • Hearing Static on Line
       • Information Requested
       • No Dialtone on Single or Multiple Lines
       • Noise on Line (Not Static)
       • Receiving Intermediate Cut Offs
       • Request a Tag and Locate
       • Requesting Monitor on Circuit
       • Trouble Dialing a Phone Number (Other)
       • Trouble Receiving Calls Inbound
       • Trouble Related to Voice Mail
       • Trouble With Features (Not Including Voice Mail)

     • And certain Local Private Line trouble types, namely:
       • Hearing Static on Line
       • Information Requested
       • Noise on Line (Not Static)
       • Requesting Monitor on Circuit

       Information from the questionnaire helps AT&T personnel to pinpoint and resolve your trouble more quickly.

       Fill out the questionnaire form and click "Done" to continue creating this ticket. (See Local Ticket Questionnaire Screens for more information.)

   • Outage Condition - select the appropriate description from the drop-down list as follows:
     • Total outage - all lines at this location are out of service.
     • Partial outage - some but not all lines are out of service; intermittent trouble.
     • Degraded condition - there is noise or static on the line.
     • Non Customer Affecting - An outage condition priority code used when the customer is not impacted—for example, when new service is being turned up.

   • Do you have power to your equipment?: - select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Dispatch Authorized - select "Yes" or "No" as follows:
     • Select "Yes" if you want AT&T to send repair technicians to the location of service ID experiencing the trouble (a fee may be associated with such a visit).

     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - select the "Customer Created" ticket type.

6. Enter information in any or all of the optional fields.

7. Verify that all contact information and site information is correct.

8. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Ticket for Local Service ID screen.

9. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

10. Record the ticket number for your records.

11. You may end the procedure with either of the following steps:
    • Click the ticket number link to view the ticket.

      The ticket appears on the View/Edit Ticket screen (see this screen's help for individual field descriptions).

      You can also use Auto-Status Notification screen to view the status of the ticket dynamically.

    • Click "OK."

      The pop-up window closes.

Creating a Ticket for a Local PRIME Phone Number

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

   This screen contains the values entered or selected when you last worked with this screen.

2. In the Create a Ticket for a Local PRIME Phone Number section, type the Local PRIME phone number for which you are creating this ticket into the text box.

3. Click "Submit."

   One of the following happens:

   • The Create Ticket for Local Service ID screen opens in a pop-up window (see this screen's help for individual field descriptions). Continue to step 4.

   • If the Local PRIME phone number has one or more open tickets, the Show Open Tickets Related to Service ID screen opens.

     This screen lists all open tickets against this PRIME phone number. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 4 to create a new ticket only if the problem symptom is different from that on the open ticket(s).

   • If the Local PRIME phone number you entered is not found, a pop-up message appears telling you so.

     Check that you entered the correct Local PRIME phone number, and ensure that the Local service for this phone number is provided by AT&T.

     You can now create an unresolved ticket by clicking the "Create Unresolved Ticket" button on the pop-up window.

     The Create Unresolved Ticket for Local Service Screen screen opens. Continue with the process for Creating an Unresolved Ticket for a Local Service ID.

4. Enter or correct information in all of the required fields, which are indicated by boldface type (the "Reset Form" button restores the original values):
   • Trouble Type - select the appropriate Local trouble type description from the drop-down list.

     When you select certain Local PRIME trouble types, namely:

     • Having Trouble Faxing
     • Hearing Static on Line
     • Information Requested
     • No Dialtone on Single or Multiple Lines
     • Noise on Line (Not Static)
     • Receiving Intermediate Cut Offs
     • Request a Tag and Locate
     • Requesting Monitor on Circuit
     • Trouble Dialing a Phone Number (Other)
     • Trouble Receiving Calls Inbound
     • Trouble Related to Voice Mail
     • Trouble With Features (Not Including Voice Mail)

     ... a specific questionnaire opens in a separate pop-up window. Information from the questionnaire helps AT&T personnel to pinpoint and resolve your trouble more quickly.

     Fill out the questionnaire form and click "Done" to continue creating this ticket. (See Local Ticket Questionnaire Screens for more information.)

   • Outage Condition - select the appropriate description from the drop-down list as follows:
     • Total outage - all lines at this location are out of service.
     • Partial outage - some but not all lines are out of service; intermittent trouble.
     • Degraded condition - there is noise or static on the line.
     • Non Customer Affecting - An outage condition priority code used when the customer is not impacted—for example, when new service is being turned up.

   • Do you have power to your equipment?: - select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Dispatch Authorized - select "Yes" or "No" as follows:
     • Select "Yes" if you want AT&T to send repair technicians to the location of service ID experiencing the trouble (a fee may be associated with such a visit).

     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - select the "Customer Created" ticket type.

5. Enter information in any or all of the optional fields.

6. Verify that all contact information and site information is correct.

7. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Ticket for Local Service ID screen.

8. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

9. Record the ticket number for your records.

10. You may end the procedure with either of the following steps:
    • Click the ticket number link to view the ticket.

      The ticket appears on the View/Edit Ticket screen (see this screen's help for individual field descriptions).

      You can also use Auto-Status Notification screen to view the status of the ticket dynamically.

    • Click "OK."

      The pop-up window closes.

Creating a Ticket for a Local Service Circuit

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

   This screen contains the values entered or selected when you last worked with this screen.

2. Display the Local service ID for which you want to create a ticket. Use the procedure for Local Services Search for Local Service IDs.

   The Local service ID is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

3. Select the appropriate Local service ID by clicking the radio button in the "Select Service ID" column for the appropriate service ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   One of the following happens:

   • The Create Ticket for Local Service Circuit screen opens in a pop-up window (see this screen's help for individual field descriptions). Continue to step 5 after selecting an available leg on which to open a ticket.

   • If the selected service ID has one or more open tickets, the Show Open Tickets Related to Service ID screen opens.

     This screen lists all open tickets against the selected Local service ID. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 5 after selecting an available leg on which to open a ticket.

5. Enter or correct information in all of the required fields (the "Reset Form" button restores the original values).
   • 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 mandatory fields:
     • Trouble Group - drop-down list for selecting the trouble group for the Local Service Circuit.
     • Trouble Description - drop-down list for selecting the trouble description. Available list is based on the Trouble Group selection.

       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.

       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 2 of 3 - Ticket Details, consists of these mandatory fields:
     • 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.

     • Authorize Intrusive Testing - radio buttons for authorizing AT&T to perform an intrusive test.
       • 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.

     • Name - pre-populated and editable.

     • Phone - pre-populated and editable.

   • The Create Ticket for Local Service Circuit screen, Step 3 of 3 - Access Hours, consists of these mandatory fields:
     • Company Name - an editable text box. May be pre-populated.
     • Street Address - an editable text box. May be pre-populated.
     • Contact Name - an editable text box. May be pre-populated.
     • Phone - an editable text box. May be pre-populated.
     • 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.
     • 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. 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.

6. Enter information in any or all of the optional fields.

7. Verify that all contact information and site information is correct.

8. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Ticket for Local Service Circuit screen.

9. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket Local Services screen opens, displaying the information for that ticket.

10. Record the ticket number for your records.

11. You may end the procedure with either of the following steps:
    • Click the ticket number link to view the ticket.

      The ticket appears on the View/Edit Ticket Local Services screen (see this screen's help for individual field descriptions).

    • Click "OK."

      The pop-up window closes.

Creating a Ticket for a POTS TN

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

   This screen contains the values entered or selected when you last worked with this screen.

2. Display the Local service ID for which you want to create a ticket. Use the procedure for Local Services Search for Local Service IDs.

   The Local service ID is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

3. Select the appropriate Local service ID by clicking the radio button in the "Select Service ID" column for the appropriate service ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket."

   One of the following happens:

   • The Create Ticket for POTS TN screen opens in a pop-up window (see this screen's help for individual field descriptions). Continue to step 5 after selecting an available DPA on which to open a ticket.

   • If the selected service ID has one or more open tickets, the Show Open Tickets Related to Service ID screen opens.

     This screen lists all open tickets against the selected Local service ID. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the trouble description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 5 after selecting an available DPA on which to open a ticket.

5. Enter or correct information in all of the required fields (the "Reset Form" button restores the original values).
   • 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 mandatory fields:
     • Trouble Group - drop-down list for selecting the trouble group for the Local Service Circuit.
     • Trouble Description - drop-down list for selecting the trouble description. Available list is based on the Trouble Group selection.

       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.

       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 2 of 3 - Ticket Details, consists of these mandatory fields:
     • 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.

     • Authorize Intrusive Testing - radio buttons for authorizing AT&T to perform an intrusive test.
       • 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.

       • 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.

     • Name - pre-populated and editable.

     • Phone - pre-populated and editable.

   • The Create Ticket for POTS TN screen, Step 3 of 3 - Access Hours, consists of these mandatory fields:
     • Company Name - an editable text box. May be pre-populated.
     • Street Address - an editable text box. May be pre-populated.
     • Contact Name - an editable text box. May be pre-populated.
     • Phone - an editable text box. May be pre-populated.
     • 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.
     • 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. 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.

6. Enter information in any or all of the optional fields.

7. Verify that all contact information and site information is correct.

8. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Ticket for Local POTS TN screen.

9. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket Local Services screen opens, displaying the information for that ticket.

10. Record the ticket number for your records.

11. You may end the procedure with either of the following steps:
    • Click the ticket number link to view the ticket.

      The ticket appears on the View/Edit Ticket Local Services screen (see this screen's help for individual field descriptions).

    • Click "OK."

      The pop-up window closes.

Creating an Unresolved Ticket for a Local Service ID

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.

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

1. On the Local Services Inventory screen (see this screen's help for individual field descriptions), click "Create Unresolved Ticket."

   The Create Unresolved Ticket for Local Service Screen opens.

2. In the "Service ID:" text box on the Create Unresolved Ticket for Local Service Screen, type in the Local service ID that was not found, then click "Submit."

   The Create Unresolved Ticket for Local Service ID Screen opens.

   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."

3. Enter or correct information in all of the required fields, which are indicated by boldface type (the "Reset Form" button restores the original values):
   • Trouble Type - select the appropriate local trouble type description from the drop-down list.

     When you select certain Local trouble types, namely:

     • Having Trouble Faxing
     • Hearing Static on Line
     • Information Requested
     • No Dialtone on Single or Multiple Lines
     • Noise on Line (Not Static)
     • Receiving Intermediate Cut Offs
     • Request a Tag and Locate
     • Requesting Monitor on Circuit
     • Trouble Dialing a Phone Number (Other)
     • Trouble Receiving Calls Inbound
     • Trouble Related to Voice Mail
     • Trouble With Features (Not Including Voice Mail)

     ... a specific questionnaire opens in a separate pop-up window. Information from the questionnaire helps AT&T personnel to pinpoint and resolve your trouble more quickly.

     Fill out the questionnaire form and click "Done" to continue creating this ticket. (See Local Ticket Questionnaire Screens for more information.)

   • Outage Condition - select the appropriate description from the drop-down list as follows:
     • Total outage - all lines at this location are out of service.
     • Partial outage - some but not all lines are out of service; intermittent trouble.
     • Degraded condition - there is noise or static on the line.
     • Non Customer Affecting - An outage condition priority code used when the customer is not impacted—for example, when new service is being turned up.

   • Type of Service: select the appropriate Type of Service from the drop-down list.

   • State: select the appropriate state from the drop-down list.

   • City: select the appropriate city from the drop-down list.
     Note about Selecting a City: The list of cities in this field is generated to pertain to the state you chose. Simply choose the nearest city for the service ID you are creating the ticket for.

   • Do you have power to your equipment?: - select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Dispatch Authorized - select "Yes" or "No" as follows:
     • Select "Yes" if you want AT&T to send repair technicians to the location of circuit experiencing the trouble (a fee may be associated with such a visit).

     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - select the "Customer Created" ticket type.

4. Enter information in any or all of the optional fields.

5. Verify that all contact information and site information is correct.

6. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the values are correct, select "OK" to complete ticket submission.

   • If the values are incorrect, select "Cancel" to close the window and return to the Create Unresolved Ticket for Local Service ID screen.

7. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on your screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

8. Record the ticket number for your records.

9. You may end the procedure with either of the following steps:
   • Click the ticket number link to view the ticket.

     The ticket appears on the View/Edit Ticket screen (see this screen's help for individual field descriptions). You can also use Auto-Status Notification to view the status of the ticket dynamically.

   • Click "OK."

     The pop-up window closes.

Viewing/Editing Details for a Local Service ID

Note: If you are a Read-Only user, you can only view the circuit details; you cannot edit the contact information.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

2. Display the Local service ID you want to view/edit. Use the procedure for Viewing All Local Service IDs or Viewing Selected Local Service IDs.

   The circuit is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

3. Select a Local service ID by clicking the radio button in the "Select Service ID" column for the appropriate Local service ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Submit."

   The View/Edit Service ID Details screen opens in a pop-up window (see this screen's help for individual field descriptions).

5. Do one of the following:
   • If you want to view the service ID information without making any changes, you are done. Click "Cancel" to close this window.

   • If you want edit any contact information, make your changes, then click "Submit Modifications." The "Reset Form" button restores the original values.
     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.

   • If you want to view the Local service ID information in print format, click "Print Preview."

     The Print Preview of Details for Service ID screen opens.

     Click "Print" to print the information or click "Close" to close the screen.

Modifying/Updating Local Service ID Contact Information

Note for Read-Only Users: If you are a Read-Only user, you can only view the Local service ID contact information; you cannot change it.

1. On the Navigation Bar at the top of the screen, click "Local Service/Create Ticket."

   The Work With Local Services screen opens (see this screen's help for individual field descriptions).

2. Display the Local service ID you want to view/edit. Use the procedure for Viewing All Local Service IDs or Viewing Selected Local Service IDs.

   The circuit is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

3. Select a Local service ID by clicking the radio button in the "Select Service ID" column for the appropriate Local service ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Submit."

   The View/Edit Service ID Details screen opens in a pop-up window (see this screen's help for individual field descriptions).

5. Make your changes in the appropriate text boxes.

   The "Reset Form" button restores the original values.

6. Click "Submit Modifications."
   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.

Viewing Tickets Related to a Local Service ID

1. On the Navigation Bar, click "Local Services/Create Ticket."

   The Work With Local Services screen opens.

2. Display the Local service ID you want to view related tickets for. Use the procedure for Viewing All Local Service IDs or Viewing Selected Local Service IDs.

   The circuit is displayed on the Local Services Inventory screen (see this screen's help for individual field descriptions).

3. Select a Local service ID by clicking the appropriate radio button in the "Select Service ID" column.

   A black dot appears in the radio button to mark it as selected.

4. Click "Show Related Tickets."

   The Related Tickets/History for Service ID screen opens.

Viewing Unresolved Local Tickets

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. In the "Network Services" section, select "Local Service."

3. In the "Ticket Status/Detail" section, do not select any ticket status checkboxes.

4. In the "Date Information" section, do not enter start and end dates or choose a range from the "Select a Date Range" drop-down list.

5. In the "Search String" text box, do not enter any search criteria or choose any radio button(s).

6. Click "Search."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a table containing all of your Local Service tickets, including the unresolved tickets.

Working with International Voice Troubles

Note: International Voice tickets can only be created by users who are provisioned with a special MCN for that feature.

Creating an International Voice Ticket

Note: International Voice tickets can only be created by users who are provisioned with a special MCN for that feature.

1. Do one of the following:

   • Perform the following steps to create an International Voice ticket from the AT&T eMaintenance Home Page:

     1. In the Report a Trouble section of the AT&T eMaintenance Home Page, select the "Circuit ID" radio button.

     2. Enter IGIS in the text field to the right of the radio button.

     3. Click the "Submit" button.

   • Perform the following steps to create an International Voice ticket from the Navigation Bar:

     1. On the Navigation Bar at the top of the screen, click "Create Ticket > Circuits." The Work With Circuits - Create Circuit Ticket screen opens. This screen contains the values entered or selected when you last worked with this screen.

     2. If any of the Network Services checkboxes are selected, deselect them.

     3. In the Wild Card Search String section, ensure that the "Circuit ID" radio button is selected. Enter IGIS% in the text box to the left of the radio button.

     4. Click the "Search" button.

     5. The "IGIS" Circuit ID is displayed on the Circuit Inventory - Search Results screen. The radio button to the left of the circuit is selected.

     6. Click "Create Ticket."

   One of the following happens:

   • The Create Ticket for Circuit screen opens in a pop-up window. Continue to step 2.

   • If there are open International Voice tickets, the Show Open Tickets Related to IGIS screen opens.

     This screen lists all open International Voice tickets. The number in the "Ticket #" is a hyperlink to the actual ticket.

     View the Reported Trouble Description for each ticket to ensure that you are not creating a duplicate ticket. Creating a duplicate ticket for a trouble already reported will not speed up problem resolution.

     Continue to step 2 to create a new ticket only if the trouble symptom is different from that on the open ticket(s).

2. In the Create Ticket for Circuit screen, enter or correct information in all of the required fields, which are indicated by boldface type, and fill in any optional fields that apply:

   Note: The "Clear Form" button restores the original values.

   • CKL/Trouble Locations - This is a read-only field.

   • Trouble Type - select the appropriate trouble type from the drop-down list.

   • Outage Condition - select the appropriate description from the drop-down list, as follows:
     • Total Outage - All lines at this location are out of service.
     • Partial Outage - Some but not all lines are out of service; intermittent trouble.
     • Degraded Condition - There is noise or static on the line.
     • Non Customer Affecting - An outage condition priority code used when the customer is not impacted—for example, when new service is being turned up.

   • Do you have Power to your Equipment - Please check the equipment associated with the trouble to see if it has power, and select the appropriate radio button:
     • Yes
     • No
     • Unsure
     Note about Selecting "No": If you select "No," you cannot create a ticket. An error message will appear in a pop-up window.

   • Authorize Testing - Select "Now" or "Later" to indicate when you want an intrusive circuit test to run. If you select "Later," fill in the date and time fields. The time must be more than 15 minutes but less than 72 hours from the time you are creating the ticket. The date must be entered in mm/dd/yyyy format, and the time must be entered in hh:mm format.

   • Dispatch Authorized - select "Yes" or "No" as follows:
     • Select "YES" if you want AT&T to send repair technicians to the location of circuit experiencing the trouble (a fee may be associated with such a visit).

     • Select "NO" if you want AT&T to contact you for approval to send out technicians.

   • Ticket Type - Select the "Customer Created" ticket type.

   • Recurring Trouble - As appropriate, select the "Y(es)" or "N(o)" radio button (this field is optional):
     • Select "Yes" if the trouble has occurred more than once.

       If you answered "Yes" in the "Recurring Trouble" field, you are encouraged to indicate how many additional times the trouble has happened by filling in the optional "How many times has this trouble recurred?" field. Acceptable values are numbers from 1 through 99.

     • Select "No" if the trouble is not recurring.

   • Trouble Description - If desired, type in a description of the trouble you are experiencing. (This field is optional.)

   • Comments - For an International Voice ticket, enter most or all of the following information in this text field:

     • If you selected "Y(es)" in the Recurring Trouble field (indicating that this is a repeat fault), list the previous AT&T tickets.

     • Provide the originating information (for example: Country, Mobile or Fixed, Service Record Number, Application ID, CORP ID, Network Interactive Voice Response, etc.).

     • What is the date and time of the last known occurrence of the trouble?

     • For NIVR faults, what was the option number used?

     • Is Time of Day (TOD) is being utilized? If so, what is the current time of the terminating country? Additionally, what is the TOD the fault occurred?

     • What is the method of termination (On Net or Off Net)?

     • Provide information about the terminating site (for example: Country).

     • What are the terminating digits?

     • For Toll free and/or DDI, what are the exact number(s) being dialed?

     • What is the approximate time that call(s) were made (in GMT)?

     • Describe the nature of the fault (for example: all calls failed, percentage of calls failed, quality issues, unable to access the network at all, call cutoff, etc.).

       What response did you receive (for example: network recording, dead air, busy tone, etc.)?

     • For call quality problems:

       • What type (Noise, Echo, Volume/Loudness, etc.)?

       • Which end hears the quality problem (originating or terminating)?

       • What is the frequency of noise (constant, pattern, etc.)?

     • If call was cut off:

       • Did the call ever establish?

       • At what stage did the cutoff occur?

     • Does the GVSCMC have permission to make test calls to isolate the fault? If so, what are the time constraints?

     • Does the trouble involve a Voiceport circuit?

   • Enter information in any or all of the Contact Information fields.
     Note about Contact Information: Contact information is prepopulated, but you may edit this information if you wish.

3. Click "Submit Ticket."

   A Ticket Create Confirmation pop-up window opens, listing the options you selected during ticket creation. (To disable this confirmation message, select "Disable ticket creation confirmation message" on the View/Edit User Profile screen.)

   • If the options are correct, click "OK" to submit the ticket.

   • If incorrect, click "Cancel" to cancel the ticket submission and return to the Create Ticket for Circuit screen.

4. If you submit the ticket, the Ticket Submission Confirmation message appears on your screen. Wait for the hyperlinked ticket number to appear.

   After a moment or two, additional text appears on the screen, including the ticket number. If you click the ticket number, the View/Edit Ticket screen opens, displaying the information for that ticket.

5. Record the ticket number for your records.

6. You may end the procedure with either of the following steps:
   • Click the ticket number link to view the ticket.

     The ticket appears on the View/Edit Ticket screen. You can also use Auto-Status Notification to view the status of the ticket dynamically.

   • Click "OK."

     The pop-up window closes.

Working with Managed Services Troubles

Working with Tickets

• Viewing Tickets
  • Creating/Editing a Ticket Alias
  • Viewing All Open Tickets
  • Viewing Selected Tickets
  • Viewing Details for a Single Ticket
• Viewing Troubled PVCs on a Ticket
• Printing a Ticket
• Editing a Ticket
• Requesting Information on a Ticket
• Requesting Escalation
• Contesting a Ticket
• Closing a Ticket

Viewing Tickets

Methods for viewing tickets related to specific service IDs include:

• Viewing Tickets Related to a Circuit
• Viewing Tickets Related to a Toll Free Phone Number
• Viewing Tickets Related to a Local Service ID
• Viewing Unresolved Local Tickets

Once you have found a specific ticket to view in more detail, you can view that actual ticket by using the Viewing Details for a Single Ticket procedure.

The procedure for Creating/Editing a Ticket Alias tells you how to create a unique identifier for a ticket. This identifier can be used to make searching for this ticket at a later time much easier than searching by ticket ID.

Creating/Editing a Ticket Alias

1. Do one of the following:
   • At any of the Create Ticket screens during the ticket creation process:
     1. Type the desired ticket alias into the "Ticket Alias:" text box.

        You can enter up to 36 characters. Valid characters include: letters, numbers, commas (,), ampersands (&), single quotation marks ('), apostrophes ('), dashes (-), underscores (_), and dots (.).

     2. Continue with the ticket creation process.

        The ticket alias will be entered as part of the newly created ticket.

   • On the View/Edit Ticket screen for an existing ticket:
     1. Find the individual ticket - that is, open the View/Edit Ticket screen for that ticket - to create an alias for (see Viewing Details for a Single Ticket).

     2. On the View/Edit Ticket screen, type the new ticket alias into the "Ticket Alias:" text box.

        You can enter up to 36 characters. Valid characters include: letters, numbers, commas (,), ampersands (&), single quotation marks ('), apostrophes ('), dashes (-), underscores (_), and dots (.).

     3. If necessary, make any other changes to this ticket.

     4. Click "Submit."

        A ticket modification confirmation message appears on the View/Edit Ticket screen pop-up window, with a text message and a hyperlinked ticket number.

2. Use this new ticket alias as the search criterion for viewing this ticket, and for quickly identifying this ticket on the Ticket Inventory screen, Auto-Status Notification screen, Related Tickets/History screen, and various Report screens.

Use the following procedure to edit an existing ticket alias:

1. On the View/Edit Ticket screen for the desired ticket, type the revised ticket alias into the "Ticket Alias:" text box.

   You can enter up to 36 characters. Valid characters include: letters, numbers, commas (,), ampersands (&), single quotation marks ('), apostrophes ('), dashes (-), underscores (_), and dots (.).

2. If necessary, make any other changes to this ticket.

3. Click "Submit."

   The Ticket Alias Update Confirmation 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:

4. At this Ticket Alias Update Confirmation window, do one of the following:
   • Click "OK" to process the changes.

   • Click "Cancel" to cancel the changes, close this window, and return to the View/Edit Ticket screen.

     The "Ticket Alias" field displays the previous value.

Viewing All Open Tickets

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. Click "Display All Open Tickets."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a list of all open tickets in your inventory.

Viewing Selected Tickets

Note: Keep in mind that this procedure should be used to search for tickets. Using the:
• Work With Circuits screen
• Work With Phone Numbers screen
• Work With Local Service IDs screen
...is much more efficient than searching for individual service ID information through the Work With Tickets screen.

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. Enter search criteria for any or all of the following elements:
   • Network Service - select the service(s). If you do not select one or more services, all services will be searched.

   • Ticket Status/Detail - select any one ticket status to include.

   • Date Information:
     • Select either the "Creation Date" or "Closed Date" radio button.

     • Choose the dates you want to see tickets for by either:
       • Selecting a range from the "Select a Date Range" 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

         OR

       • Entering start and end dates, in mm/dd/yyyy format, in the appropriate text boxes.

       Note about Default and Remembered Dates: If you don't select a date range or enter a start/end date combination, the system defaults to a start/end date combination indicating the last 90 days. However, the last date range or start/end date combination you entered is remembered by AT&T eMaintenance.

   • Search String - enter search criteria for ticket number, circuit alias, circuit ID, phone number, ticket alias, DLCI, Local service ID, ACNA/BAN, BES BAN, or subnet name.

     Use the % character as a wildcard.

     For example, enter "AR%" and select "Circuit ID" to search for tickets for circuit IDs that start with AR.

     Note about Free-Format Circuit Searches: If you want to search for a free-format circuit used by International FR or International ATM circuits and have not selected any of these network services in the Network Service section, you must use the wildcard character (%) at the beginning of the search string.

3. Click "Search."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a table of tickets matching your search criteria.

Viewing Details for a Single Ticket

1. To display the ticket for which you want to view details, use one of the following procedures for viewing tickets:
   • Viewing All Open Tickets
   • Viewing Selected Tickets
   • Viewing Tickets Related to a Circuit
   • Viewing Tickets Related to a Toll Free Phone Number
   • Viewing Tickets Related to a Local Service ID
   • Viewing Unresolved Local Tickets

   The ticket is displayed on the Ticket Inventory screen or on the appropriate Related Tickets/History for Service ID screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window. This screen contains the Ticket Summary, Ticket Log, and Contact Information sections.

4. When you have finished viewing the ticket information, click "Cancel" to close the ticket without making any changes.
   Note: For the steps to make changes to the ticket, see Editing a Ticket.

   The pop-up window closes.

Viewing Troubled PVCs/EPVCs on a Ticket

Note: PVCs/EPVCs can only be reported on ATM, Frame Relay, INCS, OPT-E-WAN, International ATM, International Frame Relay, and International OPT-E-WAN circuits.

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. Enter search criteria for any or all of the following elements:
   • Network Service - select the service(s). If you do not select one or more services, all services will be searched.
     Note: Troubled PVCs/EPVCs are only reported on tickets for ATM, Frame Relay, INCS, International ATM, and International Frame Relay circuits.

   • Ticket Status/Detail - select any one ticket status to include.

   • Date Information:
     • Select either the "Creation Date" or "Closed Date" radio button.

     • Choose the dates you want to see tickets for by either:
       • Selecting a range from the "Select a Date Range" dropdown list. Choices include:
         • Previous month
         • Today
         • Last 2 days
         • Last 7 days
         • Last 10 days
         • Last 30 days
         • Last 60 days
         • Last 90 days

         OR

       • Entering start and end dates, in mm/dd/yyyy format, in the appropriate text boxes.

       Note: 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 60 days.

   • Search String - enter search criteria for ticket number, circuit alias, circuit ID, ticket alias, DLCI, or subnet name.

     Use the % character as a wildcard.

     For example, enter "AR%" and select "Circuit ID" to search for tickets for circuit IDs that start with AR.

     Note about Free-Format Circuit Searches: If you want to search for a free-format circuit used by International FR or International ATM circuits and have not selected any of these network services in the Network Service section, you must use the wildcard character (%) at the beginning of the search string.

3. Click "Search."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a table of tickets matching your search criteria.

4. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

5. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window. This screen contains the Ticket Summary, Ticket Log, and Contact Information sections.

6. In the Ticket Summary section, click the "View PVCs/EPVCs" hyperlink.
   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
   

   The View PVCs/EPVCs screen opens in a separate pop-up window (see this screen's help for individual field descriptions).

   This screen contains a table with the PVCs/EPVCs reported on the ticket.

7. When finished viewing the PVC/EPVC information, click "OK" to close this window.

8. When you have finished viewing the ticket information, click "Cancel" to close the View/Edit Ticket screen.

   The pop-up window closes.

Printing a Ticket

1. To display the ticket you want to print, use one of the following procedures for viewing tickets:
   • Viewing All Open Tickets
   • Viewing Selected Tickets
   • Viewing Tickets Related to a Circuit
   • Viewing Tickets Related to a Toll Free Phone Number
   • Viewing Tickets Related to a Local Service ID
   • Viewing Unresolved Local Tickets

   The ticket is displayed on the Ticket Inventory screen or on the appropriate Related Tickets/History for Service ID screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window.

4. Click "Print Preview."

   The Print Preview for Ticket screen opens.

5. Click "Print."

   Your browser's Print window appears.

6. Follow your normal procedure for printing.

Editing a Ticket

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Use the following steps to edit a ticket:

1. To display the ticket you want to edit, use one of the following procedures for viewing tickets:
   • Viewing All Open Tickets
   • Viewing Selected Tickets
   • Viewing Tickets Related to a Circuit
   • Viewing Tickets Related to a Toll Free Phone Number
   • Viewing Tickets Related to a Local Service ID
   • Viewing Unresolved Local Tickets

   The ticket is displayed on the Ticket Inventory screen or on the appropriate Related Tickets/History for Service ID screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window (see this screen's help for individual field descriptions).

4. If you want to edit entries in the Ticket Log section of the ticket, click the "Ticket Log" hyperlink near the top of the screen and do one or more of the following:
   • To select entries by comment type, select the comment type from the "Filter by comment type:" drop-down list of Ticket Activity Codes and their corresponding ticket event names.

     This dynamic list is generated based upon the activity codes that actually appear in the Ticket Log. Refer to Ticket Events and Ticket Activity Codes for a list of all activity codes and their corresponding ticket events.

   • Enter a string of information to search for in the "Search by any string" text box and click "Search Log."

   • Enter a new log entry in the "Update Ticket Log" text box.

   • Enter a new ticket alias in the "Ticket Alias:" text box.

   • Request Service Assurance by selecting the "Yes" radio button in the Do you want Service Assurance? field.

     Choosing "Yes" opens the Service Assurance Request questionnaire screen. Fill out this questionnaire and submit it.

     Note: This question appears only for tickets created automatically for users provisioned with proactive ticketing.

5. If you want to edit entries in the Contact Information section of the ticket, click the "Contact Information" hyperlink near the top of the screen and change the information in the fields as necessary.
   Note: Fields in the Contact Information section are described in View/Edit Ticket Screen.

6. Click "Print Preview" to view the contents of the ticket in print format.

   The Print Preview for Ticket screen opens.

   • If desired, click "Print" to print the ticket information.

   • Click "Cancel" to close the Print Preview for Ticket screen.

7. Click "Submit."

   A ticket modification confirmation message appears on the View/Edit Ticket screen pop-up window, with a text message and a hyperlinked ticket number.

8. Record the ticket number for your records, if necessary.

9. Click the ticket number link to view the ticket, if desired.

   The View/Edit Ticket screen reopens, displaying the edited ticket.

10. To end this procedure and close the View/Edit Ticket Screen, click "Cancel."

    The pop-up window closes.

Editing a Local Services Ticket

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.
• Ticket Status History - this tab displays the Ticket Status History.
• 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 for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Use the following steps to edit a ticket:

1. Display the Local service ID for which you want to create a ticket. Use the procedure for Local Services Search for Local Service IDs.

   The ticket is displayed on the Ticket Inventory screen or on the appropriate Related Tickets/History for Service ID screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click "View/Edit Ticket."

   The View/Edit Ticket Local Services screen opens in a pop-up window (see this screen's help for individual field descriptions).

   • If you want to edit any information, click the appropriate tab and change the information in the fields as necessary.

4. Click "Submit."

   A ticket modification confirmation message appears on the View/Edit Ticket Local Services screen pop-up window, with a text message and a hyperlinked ticket number.

5. Record the ticket number for your records, if necessary.

6. Click the ticket number link to view the ticket, if desired.

   The View/Edit Ticket Local Services screen reopens, displaying the edited ticket.

7. To end this procedure and close the View/Edit Ticket Local Services screen , click "Cancel."

   The pop-up window closes.

Rescheduling Circuit Ticket-Related Intrusive Tests

Intrusive tests have been completed by the time a ticket is cleared; therefore, you cannot reschedule an intrusive test on an Open/Cleared or AT&T Closed ticket, since that test has already run.

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Use the following steps to reschedule an intrusive test that was scheduled during the ticket creation process:

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. In the "Search String" text box, enter the appropriate ticket number.

3. Select the "Ticket Number" radio button.

4. Click "Search."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a table containing the ticket matching your search criteria.

5. On the Ticket Inventory screen, select the ticket by clicking the radio button in the "Select Ticket" column next to the "Ticket #."

   A black dot appears in the radio button to mark it as selected.

6. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window.

7. On the bottom of the View/Edit Ticket screen, click "Reschedule Intrusive Test."

   The Reschedule Intrusive Test screen opens.

8. On the Reschedule Intrusive Test screen, complete the date, time, time zone, and contact information for the new intrusive test.
   Note: The new date and time must be no longer than 144 hours from the ticket creation time.

9. Click "Submit."

   The intrusive test is rescheduled, and the pop-up window closes.

Cancelling Circuit Ticket-Related Intrusive Tests

This intrusive test was originally scheduled during the ticket creation process on the Create Ticket for Circuit screen.

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Intrusive tests have been completed by the time a ticket is cleared; therefore, you cannot cancel an intrusive test on an Open/Cleared or AT&T Closed ticket, since that test has already run.

Important Considerations about Cancelling Intrusive Tests:
• Cancelling an intrusive test causes the entire ticket to be closed automatically.
• Intrusive tests cannot be cancelled within 15 minutes of the scheduled test time.

Use the following steps to cancel an intrusive test that was scheduled during the ticket creation process:

1. Click "Ticket Status" from the Navigation Bar at the top of the screen.

   The Work With Tickets screen opens (see this screen's help for individual field descriptions).

2. In the "Search String" text box, enter the appropriate ticket number.

3. Select the "Ticket Number" radio button.

4. Click "Search."

   The Ticket Inventory screen opens (see this screen's help for individual field descriptions) with a table containing the ticket matching your search criteria.

5. On the Ticket Inventory screen, select the ticket by clicking the radio button in the "Select Ticket" column next to the "Ticket #."

   A black dot appears in the radio button to mark it as selected.

6. Click "View/Edit Ticket."

   The View/Edit Ticket screen opens in a pop-up window.

7. On the bottom of the View/Edit Ticket screen, click "Cancel Intrusive Test."

   The Cancel Intrusive Test screen opens.

8. On the Cancel Intrusive Test screen, click "OK."

   The intrusive test is cancelled, the ticket is closed, and pop-up window closes.

Requesting Information/Updating a Ticket

The Request Information/Update Ticket feature lets you request from or provide to AT&T information on a specific Open ticket.

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Use the following steps to request information on or provide information about an Open ticket:

1. Display the ticket you want information on. Use the procedure for Viewing Selected Tickets to select ticket(s) with a status of Open.

   The tickets are displayed on the Ticket Inventory screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click the "View/Edit Ticket" task navigation button on the bottom of the screen.

   The View/Edit Ticket Screen for this ticket opens.

4. On the View/Edit Ticket Screen, click the "Request Info/Update Ticket" task navigation button on the bottom of the screen.

   The Request Information/Update Ticket screen appears in this pop-up window (see this screen's help for individual field descriptions).

5. On the Request Information/Update Ticket screen, select the appropriate reason from the "Reasons for the Request" drop-down list.

6. Enter a detailed explanation for your request in the text box beneath the drop-down list.

7. If desired, modify the information in the "Name" and "Phone" fields.
   Note: You can close this pop-up window without requesting information by clicking "Cancel." You can clear the form and restore the original information by clicking "Reset Form."

8. Click "Submit" to submit your request.

   The Request Information/Update Ticket Confirmation message appears in the same pop-up window. The ticket number is a hyperlink to the updated View/Edit Ticket Screen.

9. Do one of the following:
   • Click "OK" to close the pop-up window.

   • Click the ticket number hyperlink, then check the Ticket Log section of this ticket on the View/Edit Ticket Screen (see Viewing Tickets) to view the updated ticket information.

Requesting Escalation

The Request Escalation feature lets you inform AT&T that you are not satisfied with the progress on or resolution to an Open trouble ticket and wish to escalate this ticket to a higher level within AT&T. Once you submit your request, the ticket is escalated within the time period specified on the Request Escalation screen.

Note: You cannot request escalation on an Open/Cleared ticket unless that ticket has been contested.

When you select this option, AT&T eMaintenance automatically generates an Update Ticket message and sends it to the Service Center. It also updates the Ticket Log with the request. You are required to supply a reason for the request.

Note for Read-Only Users: If you are a Read-Only user, this feature is not available to you.

Use the following steps to escalate a ticket:

1. Display the ticket you want to escalate. Use the procedure for Viewing Selected Tickets to select ticket(s) with a status of Open/Cleared.

   The tickets are displayed on the Ticket Inventory screen.

2. Select a ticket by clicking the radio button in the "Select Ticket" column for the appropriate "Ticket #."

   A black dot appears in the radio button to mark it as selected.

3. Click the "Escalation" task navigation button on the bottom of the screen.

   The Request Escalation screen opens in a separate pop-up window (see this screen's help for individual field descriptions).

4. On the Request Escalation screen, select the appropriate reason from the "Reasons for Requested Escalation" drop-down list.

5. Enter a detailed explanation for your request in the text box beneath the drop-down list.

6. If desired, modify the information in the "Name" and "Phone" fields.
   Note: You can close this pop-up window without requesting escalation by clicking "Cancel." You can clear the form and restore the original information by clicking "Reset Form."

7. Click "Submit."

   A confirmation message appears on the Request Escalation screen pop-up window.

8. Click "OK."

   The pop-up window closes.

9. Check the Ticket Log section of this ticket (see Viewing Tickets) later to view the updated ticket information.