{"id":287,"date":"2015-11-16T12:53:35","date_gmt":"2015-11-16T12:53:35","guid":{"rendered":"http:\/\/192.168.200.82\/?page_id=287"},"modified":"2020-07-14T14:52:51","modified_gmt":"2020-07-14T14:52:51","slug":"trouble-tickets","status":"publish","type":"page","link":"https:\/\/help.bwtech.com\/?page_id=287","title":{"rendered":"Trouble Tickets"},"content":{"rendered":"<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#TROUBLE_TICKETS\"><span class=\"toc_number toc_depth_1\">1<\/span> TROUBLE TICKETS<\/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><\/li><li><a href=\"#FUNCTIONS_DESCRIPTION_8211_OPENING_A_NEW_TT\"><span class=\"toc_number toc_depth_2\">1.3<\/span> FUNCTIONS DESCRIPTION &#8211; OPENING A NEW TT<\/a><\/li><li><a href=\"#TICKETS_OPTIONS\"><span class=\"toc_number toc_depth_2\">1.4<\/span> TICKETS OPTIONS<\/a><ul><li><a href=\"#Filters\"><span class=\"toc_number toc_depth_3\">1.4.1<\/span> Filters<\/a><\/li><li><a href=\"#SLA\"><span class=\"toc_number toc_depth_3\">1.4.2<\/span> SLA<\/a><ul><li><a href=\"#Priority_Definitions\"><span class=\"toc_number toc_depth_4\">1.4.2.1<\/span> Priority Definitions<\/a><\/li><li><a href=\"#Priority_Examples\"><span class=\"toc_number toc_depth_4\">1.4.2.2<\/span> Priority Examples<\/a><\/li><\/ul><\/li><li><a href=\"#Types\"><span class=\"toc_number toc_depth_3\">1.4.3<\/span> Types<\/a><\/li><li><a href=\"#Status_and_flow\"><span class=\"toc_number toc_depth_3\">1.4.4<\/span> Status and flow<\/a><ul><li><a href=\"#Status\"><span class=\"toc_number toc_depth_4\">1.4.4.1<\/span> Status<\/a><\/li><li><a href=\"#Flow\"><span class=\"toc_number toc_depth_4\">1.4.4.2<\/span> Flow<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/div>\n<h1 style=\"text-align: center;\"><span id=\"TROUBLE_TICKETS\"><strong>TROUBLE TICKETS<\/strong><\/span><\/h1>\n<h2><span id=\"OVERVIEW\"><strong>OVERVIEW<\/strong><\/span><\/h2>\n<p>This feature can be used when you desire to contact our support team due to some doubts, suggestions, and bugs.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"HOW_TO_USE\"><strong>HOW TO USE<\/strong><\/span><\/h2>\n<p><span style=\"color: #0000ff;\"><strong><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Interface_Help.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-817\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Interface_Help.png\" alt=\"\" width=\"1098\" height=\"559\" \/><\/a><\/strong><\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>1 \u2013<\/strong> C<\/span>lick to\u00a0create\u00a0a <span style=\"color: #0000ff;\"><strong>NEW<\/strong><\/span> ticket.<\/p>\n<p><span style=\"color: #000000;\"><strong>2 \u2013\u00a0<\/strong>Click to monitor the tickets that you are involved in.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>3\u00a0\u2013<\/strong> Click to\u00a0show the filters that can be applied when searching for TTs.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>4\u00a0\u2013<\/strong> Cl<\/span>ick to\u00a0<span style=\"color: #0000ff;\"><strong>search for\u00a0<\/strong><span style=\"color: #000000;\">some specific TT ID or word inside the TTs.<\/span><\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>5\u00a0\u2013<\/strong>\u00a0Trouble Tickets resume.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>6\u00a0\u2013<\/strong>\u00a0Click to\u00a0change<strong>\u00a0<\/strong>multiple\u00a0TTs once. For changing select\u00a0the TTs checkbox.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>7\u00a0\u2013<\/strong>\u00a0Troub<\/span>le Ticket&#8217;s status.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"FUNCTIONS_DESCRIPTION_8211_OPENING_A_NEW_TT\"><strong>FUNCTIONS DESCRIPTION &#8211; OPENING A NEW TT<\/strong><\/span><\/h2>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Open-TT.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-818\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Open-TT.png\" alt=\"\" width=\"1095\" height=\"472\" \/><\/a><\/p>\n<p><span style=\"color: #000000;\"><strong>1 \u2013<\/strong>\u00a0Define the TTs type. MISSING DATA, BUG, NEW FEATURE, OTHERS (see the topic Types below).<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>2 \u2013\u00a0<\/strong>Define the TTs&#8217;\u00a0priority.\u00a0\u00a0LOW, NORMAL, HIGH, URGENT (see the topic SLA below).\u00a0<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>3 \u2013<\/strong> Describe your ticket as detailed as possible.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>4 \u2013 <\/strong>Include\u00a0people that will follow the opened TT.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>5 \u2013<\/strong>\u00a0Click to create a NEW TT.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>6 \u2013<\/strong>\u00a0Formatting options.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>7 \u2013<\/strong> Click<\/span> to <span style=\"color: #0000ff;\"><strong>CANCEL<\/strong><\/span> the TT.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"TICKETS_OPTIONS\"><strong>TICKETS OPTIONS<\/strong><\/span><\/h2>\n<h3><span id=\"Filters\"><span style=\"color: #808080;\"><strong>Filters<\/strong><\/span><\/span><\/h3>\n<p><span style=\"color: #0000ff;\"><strong><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Filters.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-819\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT_Filters.png\" alt=\"\" width=\"546\" height=\"197\" \/><\/a><\/strong><\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>1 \u2013<\/strong> Filter by the TT status.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>2 \u2013<\/strong> Filter by the TT priority.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>3 \u2013<\/strong>\u00a0Filter by the\u00a0person (people) how open the TT or is(are) involved in.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>4\u00a0\u2013\u00a0<\/strong>Click to clear the set filters before.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>5\u00a0\u2013\u00a0<\/strong>Click to\u00a0Export all TTs that attend to a defined filter.<\/span><\/p>\n<p><span style=\"color: #000000;\"><strong>6\u00a0\u2013\u00a0<\/strong>Click to\u00a0<\/span>save the filter choices.<\/p>\n<h3><\/h3>\n<h3><span id=\"SLA\"><span style=\"color: #808080;\"><strong>SLA<\/strong><\/span><\/span><\/h3>\n<p>Effective support of in-scope services is a result of deployment and maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.<\/p>\n<h4><span id=\"Priority_Definitions\"><strong><b>Priority Definitions<\/b><\/strong><\/span><\/h4>\n<table style=\"width: 942px;\">\n<tbody>\n<tr style=\"height: 40px;\">\n<td style=\"width: 259px; height: 40px;\"><strong><b>Urgent<\/b><\/strong><\/td>\n<td style=\"width: 203px; height: 40px;\"><strong><b>\u00a0High<\/b><\/strong><\/td>\n<td style=\"width: 255px; height: 40px;\"><strong><b>\u00a0Normal<\/b><\/strong><\/td>\n<td style=\"width: 269px; height: 40px;\"><strong><b>\u00a0Low<\/b><\/strong><\/td>\n<\/tr>\n<tr style=\"height: 94.8906px;\">\n<td style=\"width: 259px; height: 94.8906px;\">The urgent priority is a failure the demands immediate actions, may cause irreversible damage to the project, may cause database corruption, is causing the system to be offline.<\/td>\n<td style=\"width: 203px; height: 94.8906px;\">High priority is a failure that blocks the service itself, a whole module is not working (PM, CM, alarms).<\/td>\n<td style=\"width: 255px; height: 94.8906px;\">Normal priority is a failure that blocks a routine operation, failure at any fundamental function, aggregation divergence.<\/td>\n<td style=\"width: 269px; height: 94.8906px;\">Low priority is a low impact failure, with a simple workaround on the tool.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h4><span id=\"Priority_Examples\"><strong><b>Priority Examples<\/b><\/strong><\/span><\/h4>\n<table style=\"width: 943px;\">\n<tbody>\n<tr style=\"height: 56px;\">\n<td style=\"width: 148px; height: 56px;\"><strong><b>Urgent<\/b><\/strong><\/td>\n<td style=\"width: 227px; height: 56px;\"><strong><b>High<\/b><\/strong><\/td>\n<td style=\"width: 317px; height: 56px;\"><strong><b>Normal<\/b><\/strong><\/td>\n<td style=\"width: 275px; height: 56px;\"><strong><b>Low<\/b><\/strong><\/td>\n<\/tr>\n<tr style=\"height: 141.703px;\">\n<td style=\"width: 148px; height: 141.703px;\">Cannot connect to NetChart, all functions are unavailable.<\/td>\n<td style=\"width: 227px; height: 141.703px;\">Not possible to perform any query at all, all the configurations functions are not working, the system is so slow that it prevents the work itself.<\/td>\n<td style=\"width: 317px; height: 141.703px;\">Not possible to query data at any other level then Network, a bug in fundamental reports, bug at download raw counters function, bug at KPI creation function.<\/td>\n<td style=\"width: 275px; height: 141.703px;\">Presentation layer failure, with no prejudice to data integrity. Function error bug (generated with &#8216;yes&#8217; click).<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>The next table presents the data integrity classification:<\/p>\n<table style=\"width: 941px;\">\n<tbody>\n<tr style=\"height: 56px;\">\n<td style=\"width: 159px; height: 56px;\"><strong><b>Failure<\/b><\/strong><\/td>\n<td style=\"width: 213px; height: 56px;\"><strong><b>Technology<\/b><\/strong><\/td>\n<td style=\"width: 221px; height: 56px;\"><strong><b>Controller<\/b><\/strong><\/td>\n<td style=\"width: 370px; height: 56px;\"><strong><b>Element\/Table\/Counter<\/b><\/strong><\/td>\n<\/tr>\n<tr style=\"height: 31.7031px;\">\n<td style=\"width: 159px; height: 31.7031px;\">Offline<\/td>\n<td style=\"width: 213px; height: 31.7031px;\">Urgent<\/td>\n<td style=\"width: 221px; height: 31.7031px;\">High<\/td>\n<td style=\"width: 370px; height: 31.7031px;\">Low<\/td>\n<\/tr>\n<tr style=\"height: 56px;\">\n<td style=\"width: 159px; height: 56px;\">+15% of the week<\/td>\n<td style=\"width: 213px; height: 56px;\">High<\/td>\n<td style=\"width: 221px; height: 56px;\">Normal<\/td>\n<td style=\"width: 370px; height: 56px;\">Low<\/td>\n<\/tr>\n<tr style=\"height: 56px;\">\n<td style=\"width: 159px; height: 56px;\">-15% of the week<\/td>\n<td style=\"width: 213px; height: 56px;\">Normal<\/td>\n<td style=\"width: 221px; height: 56px;\">Low<\/td>\n<td style=\"width: 370px; height: 56px;\">Low<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><\/h2>\n<h3><span id=\"Types\"><b><\/b><span style=\"color: #808080;\"><strong><b>Types<\/b><\/strong><\/span><\/span><\/h3>\n<table style=\"width: 943px;\">\n<tbody>\n<tr style=\"height: 56.875px;\">\n<td style=\"width: 91px; height: 248.875px;\" rowspan=\"4\">\n<p style=\"text-align: center;\">Type<\/p>\n<\/td>\n<td style=\"width: 137px; height: 56.875px;\">Missing Data<\/td>\n<td style=\"width: 711px; height: 56.875px;\">Missing some data fields.<\/td>\n<\/tr>\n<tr style=\"height: 80px;\">\n<td style=\"width: 137px; height: 80px;\">Bug<\/td>\n<td style=\"width: 711px; height: 80px;\">A problem or bug in some function. It is important to report the specific condition the bug happened, so our team can reproduce it and solve it. Try to describe systematically what you did that led you to the bug.<\/td>\n<\/tr>\n<tr style=\"height: 56px;\">\n<td style=\"width: 137px; height: 56px;\">New feature<\/td>\n<td style=\"width: 711px; height: 56px;\">A function that does not exist yet but is useful and you want to be implemented in the tool.<\/td>\n<\/tr>\n<tr style=\"height: 56px;\">\n<td style=\"width: 137px; height: 56px;\">Other<\/td>\n<td style=\"width: 711px; height: 56px;\">Any other subject concerning NetChart or the project that does not fit in any of the previous categories.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h3><span id=\"Status_and_flow\"><span style=\"color: #808080;\"><strong>Status and flow<\/strong><\/span><\/span><\/h3>\n<p>All the\u00a0TT inside the system have specific status and they follow a pre-defined flow.<\/p>\n<p>&nbsp;<\/p>\n<h4><span id=\"Status\"><strong>Status<\/strong><\/span><\/h4>\n<ul>\n<li><strong>Assigned:<\/strong> The ticket receives this status whenever it is raised and created in the system.<\/li>\n<li><strong>Confirmed:<\/strong> This status means that the engineer started working on the TT.<\/li>\n<li><strong>Acknowledged:<\/strong> When the TT is raised to another team required to solve it, it receives this status.<\/li>\n<li><strong>Feedback:<\/strong> The TT receives this status when the team needs more information from the customer about the ticket to\u00a0better understand and address it.<\/li>\n<li><strong>Resolved:<\/strong> This status means that the TT request is met or not possible to execute. The Resolved state also allows the customer to reopen the ticket if the answer or solution is not adequate.<\/li>\n<\/ul>\n<h4><\/h4>\n<h4><span id=\"Flow\"><strong>Flow<\/strong><\/span><\/h4>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT-flow.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1539\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2015\/11\/TT-flow.png\" alt=\"\" width=\"663\" height=\"234\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contents1 TROUBLE TICKETS1.1 OVERVIEW1.2 HOW TO USE1.3 FUNCTIONS DESCRIPTION &#8211; OPENING A NEW TT1.4 TICKETS OPTIONS1.4.1 Filters1.4.2 SLA1.4.2.1 Priority Definitions1.4.2.2 Priority Examples1.4.3 Types1.4.4 Status and flow1.4.4.1 Status1.4.4.2 Flow TROUBLE TICKETS OVERVIEW This feature can be used when you desire to contact our support team due to some doubts, suggestions, and bugs. &nbsp; HOW TO USE [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":99,"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\/287"}],"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\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=287"}],"version-history":[{"count":18,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/287\/revisions"}],"predecessor-version":[{"id":1620,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/287\/revisions\/1620"}],"up":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/99"}],"wp:attachment":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=287"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}