Subscriber Complaints – NOC NW

OVERVIEW

With the main goal to control the workflow inside the client, the Work Orders feature is a tool that helps not only to control tickets but also allows the optimization of the work and the client’s routines. 

 

HOW TO USE

The Work Orders feature has a simple and clean interface. Through it, the NOC team can work on the NW subscriber complaints tickets created by the CCD team, follow up on its status, comments made, SLA time and more. There is also the possibility to assign tickets to the SLM team so they can work on its solution – and reassign them, when the CCD team return a ticket –  or process the tickets and send them to the CCD team to close it. 

On the main page, the user has an overview of the tickets and their status: the logged and returned ones and how many had their SLA breached.

1 – There you can also see all the assigned tickets to your group, its Overall SLA time and the NOC-CCD SLA time. 

2 – To find a ticket, you can use the search bar.

3 – And to refine your results, use the filter tool.

Through the filter tool, you can filter the results by status, SLA time, severity, problem or sub-problem:

 

4 – You also have the option to export your data to an Excel file. Just click on the Export icon (shown in the image below) and the document will be downloaded.

Example of an Excel file:

User flow

In the NW subscriber complaints tickets, the user flow inside the system has its specific status. On the image below, you can see the whole flow and what each ticket status means:

USE CASES

Processing ticket

1 – First pick the tickets you want to work with and move them to your board. To do that, you just need to click on the selection box.

2 – After selecting the tickets, click on the Pick button.

3 – Now, click on the ticket you want to work with.

4 – A new window will open and there you can see all the tickets data.

5 – To edit it, click on the Edit button.

6 – You can change the ticket’s status.

7 – Insert a new FLM/Solution data.

8 – Attach files.

9 – After you are finished, just click on the Update button.

Or you can cancel the changes by clicking on the X button.

10 – You’re done! Your ticket is processed and was sent to the CCD team for validation.

 

Assigning/Reassinging ticket

When the NOC NW team receives a ticket, they can work on it or assign/reassign it to the SLM team to solve the problem.

1 – First choose the ticket you want to work and click on it.

2 – A new window will open and there you can see all the ticket’s data.

3 – To edit it, click on the Edit button.

4 – You can change the ticket status to Assigned (or Reassigned – if it was a ticket returned from the CCD team) to send it to the SLM team.

5 – Choose the Assignment Group.

6 – Insert the FLM/Solution description.

7 – You can attach files.

8 – And add other information in the form so that the SLM team has more data about the problem.

9 – After filling out the needed information fields, you just need to click on the Update button to save the changes.

Or you can click on the X button to cancel it.

10 – That’s it! Your ticket is now assigned/reassigned to the SLM team.

Tips

When a ticket is returned, this is how it will show on the main page:

And on the ticket window:

COMMON ERRORS

• Trying to attach a file that exceeds the 10MB limit.