{"id":1381,"date":"2020-03-06T16:18:01","date_gmt":"2020-03-06T16:18:01","guid":{"rendered":"http:\/\/help.bwtech.com\/?page_id=1381"},"modified":"2020-03-06T16:18:01","modified_gmt":"2020-03-06T16:18:01","slug":"subscriber-complaints-noc-it","status":"publish","type":"page","link":"https:\/\/help.bwtech.com\/?page_id=1381","title":{"rendered":"Subscriber Complaints &#8211; NOC IT"},"content":{"rendered":"<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Subscriber_Complaints8211_NOC_IT\"><span class=\"toc_number toc_depth_1\">1<\/span> Subscriber Complaints\u00a0&#8211; NOC IT<\/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_flow\"><span class=\"toc_number toc_depth_3\">1.2.1<\/span> User flow<\/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=\"#Closing_ticket\"><span class=\"toc_number toc_depth_3\">1.3.1<\/span> Closing ticket<\/a><\/li><li><a href=\"#Processing_ticket\"><span class=\"toc_number toc_depth_3\">1.3.2<\/span> Processing 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_Complaints8211_NOC_IT\"><b>Subscriber Complaints\u00a0&#8211; NOC IT<\/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 NOC team can work on the IT 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 process the tickets, assigning to the SLM team so they can work on its solution, or close the tickets and send them back to the CCD team.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the main page, the user has an overview of the tickets and their status: the logged and closed ones 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-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1382\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/P\u00e1gina-inicial-1.png\" alt=\"\" width=\"1885\" height=\"933\" \/><\/a><\/p>\n<p><b>1 &#8211;<\/b><span style=\"font-weight: 400;\"> There you can also see all the assigned tickets to your group, its Overall SLA time and the NOC-CCD SLA time.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/SLA-time.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1383\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/SLA-time.png\" alt=\"\" width=\"961\" height=\"933\" \/><\/a><\/p>\n<p><b>2 &#8211;<\/b><span style=\"font-weight: 400;\"> To find a ticket, you can use the search bar.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Search.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1384\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Search.png\" alt=\"\" width=\"1885\" height=\"477\" \/><\/a><\/p>\n<p><b>3 &#8211;<\/b><span style=\"font-weight: 400;\"> And to refine your results, use the filter tool.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-tool-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1385\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-tool-1.png\" alt=\"\" width=\"1885\" height=\"482\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Through the filter tool, you can filter the results by status, SLA time, severity, problem or sub-problem:<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1386\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Filter-1.png\" alt=\"\" width=\"469\" height=\"572\" \/><\/a><\/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><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Export.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1387\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Export.png\" alt=\"\" width=\"1885\" height=\"482\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Example 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.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1388\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Excel.png\" alt=\"\" width=\"1918\" height=\"164\" \/><\/a><\/b><\/span><\/h3>\n<h3><span id=\"User_flow\"><span style=\"color: #808080;\"><b>User flow<\/b><\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In the IT 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:<\/span><\/p>\n<p><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><\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"USE_CASES\"><b>USE CASES<\/b><\/span><\/h2>\n<h3><span id=\"Closing_ticket\"><span style=\"color: #808080;\"><b>Closing ticket<\/b><\/span><\/span><\/h3>\n<p><b>1 &#8211;<\/b><span style=\"font-weight: 400;\"> 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.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Picking-ticket.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1389\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Picking-ticket.png\" alt=\"\" width=\"1890\" height=\"723\" \/><\/a><\/p>\n<p><b>2 &#8211;<\/b><span style=\"font-weight: 400;\"> After selecting the tickets, click on the <\/span><span style=\"color: #0000ff;\"><b>Pick<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Pick-button.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1390\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Pick-button.png\" alt=\"\" width=\"1890\" height=\"624\" \/><\/a><\/p>\n<p><b>3 &#8211;<\/b><span style=\"font-weight: 400;\"> Now, click on the ticket you want to work with.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-0.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1392\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-0.png\" alt=\"\" width=\"1904\" height=\"718\" \/><\/a><\/p>\n<p><b>4 &#8211;<\/b><span style=\"font-weight: 400;\"> A new window will open and there you can see all the tickets data.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Ticket-window.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1393\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Ticket-window.png\" alt=\"\" width=\"1913\" height=\"920\" \/><\/a><\/p>\n<p><b>5 &#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><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1394\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-1.png\" alt=\"\" width=\"1913\" height=\"597\" \/><\/a><\/p>\n<p><b>6 &#8211; <\/b><span style=\"font-weight: 400;\">You can change the ticket\u2019s status.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1396\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-2.png\" alt=\"\" width=\"1911\" height=\"583\" \/><\/a><\/p>\n<p><b>7 &#8211;<\/b><span style=\"font-weight: 400;\"> Insert a new FLM\/Solution data.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1395\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-3.png\" alt=\"\" width=\"1438\" height=\"803\" \/><\/a><\/p>\n<p><b>8 &#8211; <\/b><span style=\"font-weight: 400;\">Attach files.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1397\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-4.png\" alt=\"\" width=\"1443\" height=\"563\" \/><\/a><\/p>\n<p><b>9 &#8211; <\/b><span style=\"font-weight: 400;\">After you are finished, just click on the <\/span><span style=\"color: #0000ff;\"><b>Update<\/b><\/span><span style=\"font-weight: 400;\"> button.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1398\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-5.png\" alt=\"\" width=\"1864\" height=\"286\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Or you can cancel the changes by clicking on the <\/span><span style=\"color: #0000ff;\"><b>X <\/b><\/span><span style=\"font-weight: 400;\">button.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1399\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Closing-ticket-6.png\" alt=\"\" width=\"1864\" height=\"286\" \/><\/a><\/p>\n<p><b>10 &#8211;<\/b><span style=\"font-weight: 400;\"> You\u2019re done! Your ticket is closed.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span id=\"Processing_ticket\"><span style=\"color: #808080;\"><b>Processing ticket<\/b><\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When the NOC IT team receives a ticket, they can work on it to close (as shown above) or assign it to the SLM team to solve the problem &#8211; in this case, the ticket receives the <span style=\"color: #0000ff;\"><strong>Processed<\/strong><\/span> status designation.<\/span><\/p>\n<p><b>1 &#8211;<\/b><span style=\"font-weight: 400;\"> First choose the ticket you want to work and click on it.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-0.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1400\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-0.png\" alt=\"\" width=\"1885\" height=\"829\" \/><\/a><\/p>\n<p><b>2 &#8211;<\/b><span style=\"font-weight: 400;\"> A new window will open and there you can see all the ticket\u2019s data.<\/span><\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1401\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-1.png\" alt=\"\" width=\"1899\" height=\"918\" \/><\/a><\/b><\/p>\n<p><b><br \/>\n3 &#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><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1402\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-2.png\" alt=\"\" width=\"1899\" height=\"546\" \/><\/a><\/p>\n<p><b>4 &#8211; <\/b><span style=\"font-weight: 400;\">You can change the ticket status to Assigned to send it to the SLM team.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1403\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-3.png\" alt=\"\" width=\"1912\" height=\"519\" \/><\/a><\/p>\n<p><b>5 &#8211;<\/b><span style=\"font-weight: 400;\"> Choose the Assignment Group.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1404\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-4.png\" alt=\"\" width=\"1909\" height=\"585\" \/><\/a><\/p>\n<p><b>6 &#8211;<\/b><span style=\"font-weight: 400;\"> Insert the FLM\/Solution description.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1405\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-5.png\" alt=\"\" width=\"1438\" height=\"788\" \/><\/a><\/p>\n<p><b>7 &#8211; <\/b><span style=\"font-weight: 400;\">You can attach files.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1406\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-6.png\" alt=\"\" width=\"1397\" height=\"555\" \/><\/a><\/p>\n<p><b>8 &#8211; <\/b><span style=\"font-weight: 400;\">And add other information in the form so that the SLM team has more data about the problem.<\/span><\/p>\n<p><b>9 &#8211; <\/b><span style=\"font-weight: 400;\">After filling out the needed information fields, you just need to click on the <\/span><span style=\"color: #0000ff;\"><b>Update<\/b><\/span><span style=\"font-weight: 400;\"> button to save the changes.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1407\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-7.png\" alt=\"\" width=\"1901\" height=\"519\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Or you can click on the <\/span><span style=\"color: #0000ff;\"><b>X<\/b><\/span><span style=\"font-weight: 400;\"> button to cancel it.<\/span><\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1408\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/03\/Processing-ticket-8.png\" alt=\"\" width=\"1901\" height=\"519\" \/><\/a><\/p>\n<p><b>10 &#8211; <\/b><span style=\"font-weight: 400;\">That\u2019s it! Your ticket is now processed and with the SLM team.<\/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<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contents1 Subscriber Complaints\u00a0&#8211; NOC IT1.1 OVERVIEW1.2 HOW TO USE1.2.1 User flow1.3 USE CASES1.3.1 Closing ticket1.3.2 Processing ticket1.4 COMMON ERRORS Subscriber Complaints\u00a0&#8211; NOC IT 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 [&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\/1381"}],"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=1381"}],"version-history":[{"count":3,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1381\/revisions"}],"predecessor-version":[{"id":1411,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1381\/revisions\/1411"}],"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=1381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}