{"id":1330,"date":"2020-03-06T12:18:47","date_gmt":"2020-03-06T12:18:47","guid":{"rendered":"http:\/\/help.bwtech.com\/?page_id=1330"},"modified":"2020-03-06T12:18:47","modified_gmt":"2020-03-06T12:18:47","slug":"subscriber-complaints-ccd","status":"publish","type":"page","link":"https:\/\/help.bwtech.com\/?page_id=1330","title":{"rendered":"Subscriber Complaints &#8211; CCD"},"content":{"rendered":"<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Subscriber_Complaints_8211_CCD\"><span class=\"toc_number toc_depth_1\">1<\/span> Subscriber Complaints &#8211; CCD<\/a><ul><li><a href=\"#OVERVIEW\"><span class=\"toc_number toc_depth_2\">1.1<\/span> OVERVIEW<\/a><\/li><li><a href=\"#HOW_TO_USE\"><span class=\"toc_number toc_depth_2\">1.2<\/span> HOW TO USE<\/a><ul><li><a href=\"#User_flows\"><span class=\"toc_number toc_depth_3\">1.2.1<\/span> User flows<\/a><\/li><\/ul><\/li><li><a href=\"#USE_CASES\"><span class=\"toc_number toc_depth_2\">1.3<\/span> USE CASES<\/a><ul><li><a href=\"#Creating_a_ticket\"><span class=\"toc_number toc_depth_3\">1.3.1<\/span> Creating a ticket<\/a><\/li><li><a href=\"#Returning_a_ticket\"><span class=\"toc_number toc_depth_3\">1.3.2<\/span> Returning a ticket<\/a><\/li><li><a href=\"#Resolving_a_ticket\"><span class=\"toc_number toc_depth_3\">1.3.3<\/span> \nResolving a ticket<\/a><\/li><\/ul><\/li><li><a href=\"#COMMON_ERRORS\"><span class=\"toc_number toc_depth_2\">1.4<\/span> COMMON ERRORS<\/a><\/li><\/ul><\/li><\/ul><\/div>\n<h1 style=\"text-align: center;\"><span id=\"Subscriber_Complaints_8211_CCD\"><b>Subscriber Complaints &#8211; CCD<\/b><\/span><\/h1>\n<h2><span id=\"OVERVIEW\"><b>OVERVIEW<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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\u2019s routines.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"HOW_TO_USE\"><b>HOW TO USE<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The Work Orders feature has a simple and clean interface. Through it, the CCD team can create tickets with the subscriber complaints, see its status, comments made, SLA time and more. There is also the possibility to close the tickets or return them to the NOC team to continue to work on the solution (when it is a network demand).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the main page, the user has an overview of the tickets and their status: returned, processed, assigned, in process, concluded, logged, closed and how many had their SLA breached.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/P\u00e1gina-inicial.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1333\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/P\u00e1gina-inicial.png\" alt=\"\" width=\"1908\" height=\"931\" \/><\/a><\/p>\n<p><b><br \/>\n1 &#8211;<\/b><span style=\"font-weight: 400;\"> On the menu bar you can choose on which page you want to navigate. In <\/span><span style=\"color: #0000ff;\"><b>CCD<\/b><\/span><span style=\"font-weight: 400;\">\u2019s page, you can close or return tickets. And on <\/span><span style=\"color: #0000ff;\"><b>My Ticket<\/b><\/span><span style=\"font-weight: 400;\">\u2019s page, you can create tickets.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/P\u00e1gina-inicial-menu.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1332\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/P\u00e1gina-inicial-menu.png\" alt=\"\" width=\"858\" height=\"306\" \/><\/a><\/p>\n<p><b><br \/>\n2 &#8211;<\/b><span style=\"font-weight: 400;\"> To find a ticket, you can use the search bar.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Search-bar.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1373\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Search-bar.png\" alt=\"\" width=\"964\" height=\"662\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n3 &#8211;<\/b><span style=\"font-weight: 400;\"> And to refine your results, use the filter tool.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-tool.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1374\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-tool.png\" alt=\"\" width=\"964\" height=\"662\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nThrough the filter tool, you can filter the results by status, SLA time, severity, problem or sub-problem:<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1334\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter.png\" alt=\"\" width=\"1035\" height=\"606\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>4 &#8211;<\/b><span style=\"font-weight: 400;\"> You also have the option to export your data to an Excel file. Just click on the <\/span><span style=\"color: #0000ff;\"><b>Export<\/b><\/span><span style=\"font-weight: 400;\"> icon (shown in the image below) and the document will be downloaded.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Export-button.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1375\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Export-button.png\" alt=\"\" width=\"964\" height=\"662\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nExample of an Excel file:<\/span><\/p>\n<h3><span style=\"color: #808080;\"><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Excel-file.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1335\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Excel-file.png\" alt=\"\" width=\"1915\" height=\"813\" \/><\/a><\/b><\/span><\/h3>\n<h3><\/h3>\n<h3><span id=\"User_flows\"><span style=\"color: #808080;\"><b>User flows<\/b><\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">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:<\/span><\/p>\n<h2><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/IT-Tickets-User-Flow.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1337\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/IT-Tickets-User-Flow.png\" alt=\"\" width=\"718\" height=\"292\" \/><\/a><br \/>\n<a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/NW-Tickets-User-Flow.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1338\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/NW-Tickets-User-Flow.png\" alt=\"\" width=\"711\" height=\"432\" \/><\/a><\/b><\/h2>\n<h2><span id=\"USE_CASES\"><strong>USE CASES<\/strong><\/span><\/h2>\n<h3><span id=\"Creating_a_ticket\"><span style=\"color: #808080;\"><b>Creating a ticket<\/b><\/span><\/span><\/h3>\n<p><b>1 &#8211; <\/b><span style=\"font-weight: 400;\">On the menu, click on <\/span><span style=\"color: #0000ff;\"><b>My Tickets<\/b><\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1339\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-1.png\" alt=\"\" width=\"858\" height=\"306\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n2 &#8211; <\/b><span style=\"font-weight: 400;\">Now it is time to fill in the ticket form:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A &#8211; Choose the service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1340\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-2.png\" alt=\"\" width=\"949\" height=\"805\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nB &#8211; The Affected Service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1341\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-3.png\" alt=\"\" width=\"948\" height=\"801\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nC &#8211; The Assignment Group.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1342\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-4.png\" alt=\"\" width=\"949\" height=\"787\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nD &#8211; Select the category of the incident and write a description of what happened.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1343\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-5.png\" alt=\"\" width=\"1889\" height=\"564\" \/><\/a><\/span><\/p>\n<p>E &#8211; On the CRD Info, choose the Error Response.<\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1344\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-6.png\" alt=\"\" width=\"944\" height=\"686\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nF &#8211; Choose the Package Type.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1345\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-7.png\" alt=\"\" width=\"1868\" height=\"665\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nG &#8211; And put on the MSISDN number.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1346\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-8.png\" alt=\"\" width=\"1855\" height=\"664\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nH &#8211; The ticket title will be filled automatically, but you can change it if you want.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-9.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1347\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-9.png\" alt=\"\" width=\"950\" height=\"775\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nI &#8211; Now add the FLM\/Solution needed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-10.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1348\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-10.png\" alt=\"\" width=\"1844\" height=\"622\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nJ &#8211; You can also attach files.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-11.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1349\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-11.png\" alt=\"\" width=\"1843\" height=\"632\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nK &#8211; And fill the other information fields if you think it is necessary.<\/span><\/p>\n<p><span style=\"color: #ff0000;\"><b>NOTE: <\/b><\/span><span style=\"font-weight: 400;\">The more information and data you give, the better it is to the NOC and SLM teams. This means they will have more knowledge of the ticket\/problem and it will help with the solution.<\/span><\/p>\n<p><b><br \/>\n3 &#8211;<\/b><span style=\"font-weight: 400;\"> With the ticket information filled, just click on the <\/span><span style=\"color: #0000ff;\"><b>Create<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-12.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1350\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-12.png\" alt=\"\" width=\"1890\" height=\"771\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n4 &#8211; <\/b><span style=\"font-weight: 400;\">And you\u2019re done! Your ticket is now created and it will appear not only on your panel but also in the assigned group panel.<\/span><\/p>\n<p><b><span style=\"color: #ff0000;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-13.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1351\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Creating-ticket-step-13.png\" alt=\"\" width=\"1881\" height=\"717\" \/><\/a><\/span><\/b><\/p>\n<p><b><span style=\"color: #ff0000;\">NOTE:<\/span> <\/b><span style=\"font-weight: 400;\">All the tickets created by the CCD team stay visible in their panel until it is closed. This happens so that the team can know and follow each ticket, discovering their status and knowing with whom and where each one is.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span id=\"Returning_a_ticket\"><span style=\"color: #808080;\"><b>Returning a ticket<\/b><\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">After the NOC or SLM team worked on the ticket, they will return it to the CCD panel. It is the CCD team\u2019s job to analyze what was made and see if the problem was solved. If not, it can be returned to the NOC team to continue working on it. But pay attention! It can only happen when it is an NW ticket that has <\/span><span style=\"color: #0000ff;\"><b>Processed<\/b><\/span><span style=\"font-weight: 400;\"> status.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>1 &#8211;<\/b><span style=\"font-weight: 400;\"> On the menu, click on the <\/span><span style=\"color: #0000ff;\"><b>CCD<\/b><\/span><span style=\"font-weight: 400;\"> option.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1353\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-1.png\" alt=\"\" width=\"858\" height=\"306\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n2 &#8211;<\/b><span style=\"font-weight: 400;\"> Now, choose the ticket you want to work with.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1354\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-2.png\" alt=\"\" width=\"1878\" height=\"673\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n3 &#8211;<\/b><span style=\"font-weight: 400;\"> In the ticket window, you can see the work log and the details added by the assigned group.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1355\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-3.png\" alt=\"\" width=\"1881\" height=\"919\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n4 &#8211;<\/b><span style=\"font-weight: 400;\"> To edit it, click on the <\/span><span style=\"color: #0000ff;\"><b>Edit<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1356\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-4.png\" alt=\"\" width=\"1869\" height=\"644\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n5 &#8211;<\/b><span style=\"font-weight: 400;\"> Now, you can change the ticket status.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1357\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-5.png\" alt=\"\" width=\"1883\" height=\"425\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n6 &#8211;<\/b><span style=\"font-weight: 400;\"> Choose the Assignment Group that will receive the returned ticket.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1358\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-6.png\" alt=\"\" width=\"1397\" height=\"469\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n7 &#8211;<\/b><span style=\"font-weight: 400;\"> Add new comments on the FLM\/Solution box.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1359\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-7.png\" alt=\"\" width=\"1416\" height=\"599\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n8 &#8211;<\/b><span style=\"font-weight: 400;\"> You can also attach files.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1360\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-8.png\" alt=\"\" width=\"1450\" height=\"599\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n9 &#8211;<\/b><span style=\"font-weight: 400;\"> After filling all the needed information, click on the <\/span><span style=\"color: #0000ff;\"><b>Update<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-9.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1361\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-9.png\" alt=\"\" width=\"1861\" height=\"298\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n10 &#8211;<\/b><span style=\"font-weight: 400;\"> But if you want to cancel the changes made, just click on the <\/span><span style=\"color: #0000ff;\"><b>X<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-10.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1362\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-10.png\" alt=\"\" width=\"1857\" height=\"298\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n11 &#8211; <\/b><span style=\"font-weight: 400;\">And, that\u2019s it! The ticket is now returned so that the assigned group can continue to work on it and solve the problem.<\/span><\/p>\n<h3><span style=\"color: #808080;\"><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-11.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1363\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Returning-ticket-step-11.png\" alt=\"\" width=\"1898\" height=\"604\" \/><\/a><\/b><\/span><\/h3>\n<h3><span id=\"Resolving_a_ticket\"><span style=\"color: #808080;\"><b><br \/>\nResolving a ticket<\/b><\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There is three ticket status that the CCD team can pick and resolve it: processed, concluded or closed. It is important to know that, before resolving a ticket and finalizing it, the CCD team needs to analyze what was made and make sure that the problem was solved.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>1 &#8211;<\/b><span style=\"font-weight: 400;\"> On the menu, click on the <\/span><span style=\"color: #0000ff;\"><b>CCD<\/b><\/span><span style=\"font-weight: 400;\"> option.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1364\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-1.png\" alt=\"\" width=\"858\" height=\"306\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n2 &#8211;<\/b><span style=\"font-weight: 400;\"> Now, choose the ticket you want to work with.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1365\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-2.png\" alt=\"\" width=\"1890\" height=\"660\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n3 &#8211;<\/b><span style=\"font-weight: 400;\"> In the ticket window, you can see the work log and the details added by the assigned group.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1366\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-3.png\" alt=\"\" width=\"1900\" height=\"911\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n4 &#8211;<\/b><span style=\"font-weight: 400;\"> To edit it, click on the <\/span><span style=\"color: #0000ff;\"><b>Edit<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1367\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-4.png\" alt=\"\" width=\"1900\" height=\"911\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n5 &#8211;<\/b><span style=\"font-weight: 400;\"> Now, you can change the ticket status.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-5-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1368\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-5-1.png\" alt=\"\" width=\"1883\" height=\"425\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n6 &#8211;<\/b><span style=\"font-weight: 400;\"> Add the FLM\/Solution.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1369\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-6.png\" alt=\"\" width=\"1889\" height=\"916\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n7 &#8211; <\/b><span style=\"font-weight: 400;\">After filling out all the needed information, click on the <\/span><span style=\"color: #0000ff;\"><b>Update <\/b><\/span><span style=\"font-weight: 400;\">button.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1370\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-7.png\" alt=\"\" width=\"1896\" height=\"266\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><br \/>\nOr to cancel the changes made, click on the <\/span><span style=\"color: #0000ff;\"><b>X<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1371\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Resolving-ticket-step-8.png\" alt=\"\" width=\"1847\" height=\"274\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n8 &#8211;\u00a0 <\/b><span style=\"font-weight: 400;\">And now the ticket is closed!<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"COMMON_ERRORS\"><b>COMMON ERRORS<\/b><\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Trying to attach a file that exceeds the 10MB limit.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Contents1 Subscriber Complaints &#8211; CCD1.1 OVERVIEW1.2 HOW TO USE1.2.1 User flows1.3 USE CASES1.3.1 Creating a ticket1.3.2 Returning a ticket1.3.3 Resolving a ticket1.4 COMMON ERRORS Subscriber Complaints &#8211; CCD 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 [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":97,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1330"}],"collection":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1330"}],"version-history":[{"count":6,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1330\/revisions"}],"predecessor-version":[{"id":1378,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1330\/revisions\/1378"}],"up":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/97"}],"wp:attachment":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1330"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}