Subscriber Complaints – SLM

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 SLM team can work on the subscriber complaints tickets created by the CCD team that were assigned to them by the NOC team. They can also follow up on its status, comments made, SLA time and more. There is also the possibility to conclude and process NW tickets and close the IT ones.

On the main page, the user has an overview of the tickets and their status.

IT tickets:

Here, you can see how many tickets have the assigned status and how many are closed. Also, you have the information on the number of tickets that had their SLA time breached.

 

NW tickets:

Here, you can see how many tickets have the assigned status and how many were reassigned. Also, you have the information on the number of tickets that had their SLA time breached.

 

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

IT tickets filter

NW tickets filter

 

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 Work Orders feature, there are two main types of subscriber complaints tickets: IT and NW. Each one has its unique user flow inside the system with a specific status. On the images below, you can see the NW and IT flows and what each ticket status means:

 

USE CASES

Closing/Processing/Concluding ticket

The SLM team can only close IT tickets. The NW ones can only be closed by the CCD team, as shown in the user flow above. The SLM team can process or conclude (when the ticket is reassigned to them) NW tickets and send them back to the CCD team to validate it.

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 – Select the Sub-Affected service.

8 – Then, choose the Cause, in the Incident Details part.

9 – Insert a new FLM/Solution data.

10 – Attach files.

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

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

12 – You’re done!

 

Assigning ticket

When the SLM team receives an NW ticket, they can work on it to conclude and send back to the CCD team to close or assign it to the SLM 2 team to solve the problem – in this case, the ticket receives the In Process status designation.

The step-by-step is the same as the one made to close, process or conclude a ticket. The only difference is when choosing the ticket status:

1 – Select the In Process status.

2 – Choose the Assignment Group.

3 – Fill out all the required information: Sub-Affected Service, Cause and FLM/Solution. Then add any other data you think it is necessary for the SLM 2 team to solve the problem.

Sub-Affected Service selection

Cause selection

Space to fill out the FLM/Solution

 

4 – Click on the Update button.

5 – That’s it!

 

COMMON ERRORS

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