RTTS 2 User Manual 20130119
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Transcript of RTTS 2 User Manual 20130119
Saudi Telecom Company
User Manual
January 2013
© Copyright Reserved metaWEAVE 2012 Page 2 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Table of Contents
Preface .................................................................................................................................................................................................... 7
About this Course............................................................................................................................................................................... 7
Description ...................................................................................................................................................................................... 7
Prerequisites .................................................................................................................................................................................. 7
Objectives ......................................................................................................................................................................................... 7
INTRODUCTION AND OVERVIEW .................................................................................. 8
Purpose .................................................................................................................................................................................................. 8
Objectives .............................................................................................................................................................................................. 8
User Identification ............................................................................................................................................................................. 8
Login to the RTTS system ............................................................................................................................................................... 8
HOME PAGE ........................................................................................................................... 9
Customising your Home Page ................................................................................................................................................... 10
Trouble Tickets – Individual ................................................................................................................................................. 10
Trouble Tickets – Group ......................................................................................................................................................... 11
Trouble Tickets – Centre ........................................................................................................................................................ 11
Trouble Tickets – MSP ............................................................................................................................................................. 12
How to access the Network Management Console .......................................................................................................... 13
Applications List .............................................................................................................................................................................. 13
Quick links .................................................................................................................................................................................... 13
Network Management ............................................................................................................................................................. 13
NETWORK OPERATIONS FAULT MANAGEMENT SCREEN LAYOUT ................ 14
Screen Layout ................................................................................................................................................................................... 14
Navigation area ................................................................................................................................................................................ 15
SUBMISSION OF TROUBLE TICKETS .......................................................................... 16
Quick View on Submission.......................................................................................................................................................... 16
Methodology on Trouble Ticket Template Scenario’s .................................................................................................... 17
Detail on the Submission of a Trouble Ticket .................................................................................................................... 18
Selecting the Template ................................................................................................................................................................. 18
Problem type functions. ............................................................................................................................................................... 19
External Customer .................................................................................................................................................................... 19
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Interconnect ................................................................................................................................................................................. 20
Internal Alarm ............................................................................................................................................................................. 20
Internal Event ............................................................................................................................................................................. 21
Internal MDT ............................................................................................................................................................................... 21
Internal Observation ................................................................................................................................................................ 22
Network Expansion Request ................................................................................................................................................ 22
Alarm/Service Impact Date+ ..................................................................................................................................................... 22
Node Selection .................................................................................................................................................................................. 23
Known Node – user knows the name of the node ....................................................................................................... 23
Searching a previously captured Node (Using the node Selector Wizard) ...................................................... 24
Node does not exist on RTTS II database ........................................................................................................................ 24
Assigning/referral of Tickets ..................................................................................................................................................... 25
Saving the Trouble Ticket ........................................................................................................................................................... 26
Upon Saving ................................................................................................................................................................................. 26
Status History field ................................................................................................................................................................... 27
Existing Node - with open tickets ....................................................................................................................................... 27
Search Open ticket Console – (Show Similar Tickets button) ............................................................................... 29
Different Tabs on the Search console. .............................................................................................................................. 29
Capturing node that does not exist in the RTTS II database - (Using the Wizard) ....................................... 30
Different networks ......................................................................................................................................................................... 31
Creating Mobile tickets ................................................................................................................................................................. 31
Creating Transmission tickets .................................................................................................................................................. 34
SEARCHING A TROUBLE TICKET ................................................................................ 35
The Query By Example Method ................................................................................................................................................ 35
The Advanced Search Bar ........................................................................................................................................................... 36
Using a combination of search methods ............................................................................................................................... 37
Advanced Search Bar Format and Syntax ....................................................................................................................... 37
Operators Used in the Advanced Search Bar ................................................................................................................ 38
Advanced Search Bar Format Conventions ................................................................................................................... 39
Building Search Criteria .......................................................................................................................................................... 40
Building Search Criteria Examples .................................................................................................................................... 40
© Copyright Reserved metaWEAVE 2012 Page 4 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Using Wildcard Symbols ......................................................................................................................................................... 41
Using Wildcard Symbols in the Advanced Search Bar .............................................................................................. 42
Specifying Time in a Search .................................................................................................................................................. 42
Absolute Time ............................................................................................................................................................................. 42
Relative Time ............................................................................................................................................................................... 43
Calculating Epoch Time .......................................................................................................................................................... 43
Using Keywords ............................................................................................................................................................................... 43
Viewing Status History ................................................................................................................................................................. 45
Using Status History in a Search ......................................................................................................................................... 45
Using a Currency Field in a Search .................................................................................................................................... 46
Defined Searches and My Searches ................................................................................................................................... 47
Other methods of Searching ................................................................................................................................................. 48
Viewing Results and Details.................................................................................................................................................. 49
The Results List .......................................................................................................................................................................... 49
The Details pane ......................................................................................................................................................................... 50
Modify All ...................................................................................................................................................................................... 50
WORKING ON THE TROUBLE TICKET ....................................................................... 51
Accepting assignment ................................................................................................................................................................... 51
Work Info entries ............................................................................................................................................................................ 52
Work Info Table ......................................................................................................................................................................... 52
Adding Entries from the Network Console Table ....................................................................................................... 52
Adding Entries within the request ..................................................................................................................................... 53
Adding Attachments ................................................................................................................................................................. 53
Viewing Attachments ............................................................................................................................................................... 53
Duplicates ..................................................................................................................................................................................... 54
Assignments within the trouble ticket .................................................................................................................................. 54
Referrals .............................................................................................................................................................................................. 54
Incomplete Data ......................................................................................................................................................................... 54
Wrong Referral ........................................................................................................................................................................... 55
History log .......................................................................................................................................................................................... 56
Audit Tracking ............................................................................................................................................................................ 56
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Status history tab ....................................................................................................................................................................... 56
Field history tab ......................................................................................................................................................................... 56
Assignment history tab ........................................................................................................................................................... 57
Notification log ........................................................................................................................................................................... 58
Statuses ............................................................................................................................................................................................... 59
Status Queued ............................................................................................................................................................................. 59
Status Assigned........................................................................................................................................................................... 59
Status In Progress ...................................................................................................................................................................... 59
Status Pending ............................................................................................................................................................................ 59
Status Cleared ............................................................................................................................................................................. 59
Status Referred ........................................................................................................................................................................... 59
Status Restored .......................................................................................................................................................................... 59
Status Cancelled ......................................................................................................................................................................... 59
Status Closed................................................................................................................................................................................ 60
CLEARING TICKETS ......................................................................................................... 60
The Resolution tab ......................................................................................................................................................................... 60
Statistics Collected ......................................................................................................................................................................... 61
Company detail ........................................................................................................................................................................... 61
Other Detail .................................................................................................................................................................................. 62
RESOLUTION OF TICKETS.............................................................................................. 64
NOTIFICATION ENGINE (AD HOC AND AUTOMATIC) ........................................... 65
SMS Notification .............................................................................................................................................................................. 65
Email Notification ........................................................................................................................................................................... 66
TASKING ............................................................................................................................... 67
Introduction ...................................................................................................................................................................................... 67
Creating Tasks .................................................................................................................................................................................. 68
Activating the tasks ........................................................................................................................................................................ 69
Notification on tasks ...................................................................................................................................................................... 70
Working on Tasks ........................................................................................................................................................................... 70
Opening the task – (Determine if your group should be tasked to preform the work) .................................. 71
Assignment ................................................................................................................................................................................... 71
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Work Information Entries ..................................................................................................................................................... 72
Accepting the task. .................................................................................................................................................................... 72
MULTI TENANCY ............................................................................................................... 73
Multi-tenancy description ........................................................................................................................................................... 73
Divisions ............................................................................................................................................................................................. 74
TICKET RELATIONSHIPS ................................................................................................ 75
What are the possible relationships? ..................................................................................................................................... 75
The following rules apply. ........................................................................................................................................................... 76
How to relate trouble tickets to one another ..................................................................................................................... 76
Make another trouble ticket the child of this trouble ticket................................................................................... 76
Make this trouble ticket a child of another trouble ticket. ...................................................................................... 78
Grandparent tickets .................................................................................................................................................................. 78
Make another trouble ticket a duplicate of this ticket .............................................................................................. 79
Possible Relationship Statuses ............................................................................................................................................ 79
VENDOR MANAGEMENT ................................................................................................. 80
EXTERNAL SYSTEM ADDITIONAL DATA .................................................................. 81
Data from Systems.......................................................................................................................................................................... 81
Data available form RMS ............................................................................................................................................................. 82
SERVICE LEVEL AGREEMENT MANAGEMENT (SLA) AND NOTIFICATION .. 83
Methodology of an SLA’s .............................................................................................................................................................. 83
Example of an SLA .......................................................................................................................................................................... 83
Refreshing the SLA table of the ticket .................................................................................................................................... 83
Interpreting the Metric Meter ................................................................................................................................................... 83
Escalation Table .............................................................................................................................................................................. 84
How to see the SLA status of the ticket ................................................................................................................................. 84
GENERAL SYSTEM USER INTERFACE ENHANCEMENTS ..................................... 85
Populating the Date fields with + ............................................................................................................................................. 85
Populating the Character fields with + .................................................................................................................................. 85
Hover over fields. ............................................................................................................................................................................ 85
Auto Complete .................................................................................................................................................................................. 85
Auto expandable views ................................................................................................................................................................ 85
© Copyright Reserved metaWEAVE 2012 Page 7 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Preface
About this Course
Description
This course is designed to give you a basis on which to build your Remedy Trouble Ticketing System (RTTS)
knowledge. We will learn how to navigate through a work process automated within RTTS and how to
automate your work process by using a browser.
Prerequisites
This course is designed for people who will be using the RTTS system.
A student taking this course must have the following prerequisites:
User knowledge of the Microsoft Windows graphical user interface.
Objectives
Upon completing this course, you will be able to:
Use the RTTS system.
Create new RTTS requests.
Search for and modify existing RTTS requests.
© Copyright Reserved metaWEAVE 2012 Page 8 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Introduction and Overview
Purpose
The Purpose of this module is to provide a general overview of the RTTS System.
Objectives
Upon completion of this module, you will be able to:
Open the Network Operations Fault Management Console and customise the home page.
User Identification
Your administrator supplies you with your login information. This includes your user name and password;
these identify you to the RTTS system and give you the access permissions that your administrator has
defined.
Login to the RTTS system
1. Type in the URL for the Home Page: http://<mid_tier_server>/arsys/home
2. Type your RTTS username and password.
3. Click OK.
Your RTTS user name and password are space and case sensitive.
© Copyright Reserved metaWEAVE 2012 Page 9 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Home page
Your default home page form will open with four similar flashboard fields. These flashboards fields can be
customised according to the user preference. To the right of each field, click on the buttons to populate
the fields.
Edit – Select flashboard
information
Collapse – Minimise the
flashboards field
Expand – Maximise the
flashboard field.
Close – Close the
flashboards field
© Copyright Reserved metaWEAVE 2012 Page 10 of 85 BMC Remedy Action Request System 7.6.04 System Manuals
Customising your Home Page
1. Click on the + button (add content to Layout button) in the top
right hand corner of you Home page
2. This will add four additional windows to your Home Page layout.
3. From the ‘Show’ dropdown buttons you can now select the content you want to add to your home
page.
4. After selecting content for you four different screens, you can edit at any time.
You can also remove and add windows at will. (Four is the maximum)
5. Please remember to SAVE your preference. Available also in the top right hand
corner.
6. Restore Default Layout to return to the Default layout.
There are a lot of flashboards available for the user/manager to view the user’s performance and the
performance of his groups. The following flashboards are available to select from in this section.
Trouble Tickets – Individual
These flashboards focus on the individual’s performance and assist him to monitor his own performance.
The flashboards that are available are the following:
Name of Flashboard Description
All Tickets Summary Summary of all the tickets
Tickets/Priority Flashboard – User All the tickets grouped by status and priority for the
user that is logged in only.
Work info Flashboard – User Shows a graph per day on how many work info
items have been added.
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SLA Meters – User Shows the tickets that are about to breach SLA in a
meter format.
Trouble Tickets – Group
These flashboards focus on the group’s performance that the logged in users belongs to. It assists the
logged in user to monitor the performance of all the groups that he belongs to. The flashboards that are
available are the following:
Name of Flashboard Description
Tickets/Priority Flashboard – Group Show per group number of tickets
Assignee Summary Shows all the open tickets group by
referred group and user
Problem Type-Group Show what problems are logged
Work info Flashboard Show for all the groups the number of work
info items logged
SLA Per Group Shows the SLA’s per group
Referral Counter Shows the referral counter on all the tickets
that your groups look after
Trouble Tickets – Centre
These flashboards focus on the centre’s performance that the user that is logged in belongs to. It assist he
logged in user to monitor all the groups that are part of the default centre he belongs to performance. The
flashboards that are available are the following:
Name of Flashboard Description
Tickets/Priority Flashboard – Centre Show per group number of tickets
Assignee Summary – Centre Shows all the open tickets group by
referred group and user of all the groups
that belong to the centre
Problem Type – Centre Show what problems are logged and group
by the problem type and the “next level” of
the problem.
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Work info Flashboard – Centre Show for all the groups that belongs to the
centre, the number of work info items
logged
SLA Per Group Shows the SLA’s per groups that belongs to
the centre
Referral Counter Shows the referral counter on all the tickets
that belongs to your centre.
Trouble Tickets – MSP
These flashboards focus on the MSP performance that the logged in user belongs to. It assists the logged
in user to monitor his MSP (Division) performance. The flashboards that are available are the following:
Name of Flashboard Description
Tickets/Priority Flashboard – MSP Grouped by the priority and status for all
tickets in the division
Problem Type-MSP Group problem type per division
Assignment Summary – MSP Group tickets by group for the division
Ticket Location – MSP Show the geo location of all the tickets for
the division
SLA Summary Shows the summary of the SLA’s
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How to access the Network Management Console
1. In the left hand corner of your Home Page screen you can
maximise your access point menu by clicking on the Applications
tab.
2. From here you can access all the modules you have permission to.
Applications List
Quick links
Home Page – Return to home page.
1. Change your Password
2. Fill in the current password
3. Choose a new password and
confirm the new password
4. Click on Save
Network Management
Open Console - Open the Network
management console
Create TT – Open the Submission
mode of Trouble Tickets
Search TT – Search Tickets
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Network Operations Fault Management screen layout
Screen Layout
Navigation Area Navigation Area - various functionality.
Home page – Return to the home page
Close – Close the current browser tab.
Logout – Log out of the system. Please log out of the system when you finished your
work. This will release your license and the next user will be able to log in.
Just beneath the logout button the user is welcomed and the user default group is
stated.
Filtering fields Above the table of requests, the show – and Console View fields filters requests
displayed on the Requests table.
Create button – Create a new trouble ticket.
View button – View the highlighted trouble ticket.
Requests Request table with your trouble tickets and tasks.
Detail of the highlighted request
Scroll bar with notifications.
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Navigation area
NOC
New Trouble Ticket – Submit
Search Trouble Ticket - Searches
Other
System Enhancement – Suggested Enhancements to system
Submit Data Addition Request – Suggested Data additions
View my Data/Enhan Request– View previous enhancement req
Change Application settings – Change your defaults
Search archive Tickets – Searching the archive
Documentation – Useful Documentation on the system
Reminders – Reminders that can be set
Advanced Searches
TT-Work info
TT-SLA
TT-Audit Trail
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Submission of Trouble Tickets
Quick View on Submission
Field: Value:
Template Select the template from the abstract field drop-down menu.
Depending on what template you selected, certain fields will be
populated.
Problem Type The problem type will be populated according to the template
selected. Each problem type will dynamically influence the form
and certain tabs will display or not display.
Alarm/Service Impact Date+ It’s required to specify a date. Press enter on this field to populate
the field with the current date and time.
Node+ The node needs to be selected and can be searched by opening the
node wizard. If the node was not captured previously, node detail
can be captured by selecting the “Add a node” button.
Assignment Assignment must be done on the trouble ticket to specify who
needs to work on the trouble ticket.
Save Upon completion of all the above-mentioned fields, the request can
be saved and trouble ticket number will be supplied.
Detail of each above-mentioned step, will be discussed in the next couple of pages.
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Methodology on Trouble Ticket Template Scenario’s
Ticket needs to be created
Does template exist ?
Use the template and fields are auto
populated
Select the fields manually
Does node/circuit exist ?
Use the wizard or paste the node
name. or paste the Circuit name
Create the Required Node
Service Impacted ?
Enter the Service Type Affected
Enter the Reported date field
Add any other fields
Save ticket
Yes No
Yes No
Yes
No
Does a template exist on the issue?
Does a node exist?
What services are impacted?
Upon Submit
The chronic ticket counters (for node and
circuit) will be populated.
Originator Group and user will be set.
SLA will be populated as soon as the ticket is
created.
System notifications will be sent out.
The shift logged field will be populated.
EMS response time will be populated.
Ticket will be in status Queued
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Detail on the Submission of a Trouble Ticket
1. From the Network Operations Fault
Management Console, Select the New
Trouble Ticket form the Network
Operations Console to open the Trouble
Ticket form.
Selecting the Template
Use the drop-down menu item and select the correct
template.
2. One of Two Scenario’s can now be true.
Either
Template available
Template unavailable
Template available
3. Select the correct Template from the
Abstract field.
4. Certain fields are populated, according to
the template selected.
Template unavailable
5. Manually populate the required fields:
Abstract
Severity
Problem Type
Alarm/Service Impact Date
Form is updating fields according to “Problem Type” 6. See the next section for form updates.
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Problem type functions.
On selecting specific Problem Types, fields will open and get focus.
The system will enforce that the correct fields are populated.
Depends on user permissions.
Different tabs are displayed and hidden at certain times.
External Customer
External
Customer
The focus will move to the Circuit Information tab and set the focus there. There will be
no second level.
Submit External
Customer
1. Fill in the template, Date and the assignment.
2. Add the faulty circuit number to the customer circuit number.
3. The nodes related to the Circuit populates the table.
4. If the Node does not exist in RTTS, the second column of the “Nodes related to
the circuit” table, wil not be filled in and the system will open the Node
selection Wizard to help you add the Node to RTTS.
5. Click the “Use this node” button – This populates the Node Information.
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Interconnect
The next level will be Related Operator and the field will open. The following fields will
be auto populated: Network, Sub Network, Vendor, and Technology. The selection of the
event source is related to the Technology selected.
Internal Alarm
The next levels will be opened and displayed : Event Source and Event Class
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Internal Event
No fields will be displayed for this option
Internal MDT
The next level will be opened and displayed: Int MDT Class. The MDT Date, and the MDT
Ref Number field will be opened and the focus will be placed on the MDT Date.
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Internal
Observation
The next level will be opened and displayed is “Internal Obs Types”
Network
Expansion
Request
The next level will be opened and displayed is “Network Exp Classification”
Alarm/Service Impact Date+
7. The User needs to select the date the issue became
apparent.
The user can either select the date manually, or the user
can press the Enter key on the field. This will give the
current date and time.
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Node Selection
The node needs to be selected. A node can be captured on the system or not yet. If the user knows the
name of the node, the following method can be followed.
Known Node – user knows the name of the node
8. Fill in the node name on the Node field. Press
Enter.
9. If it is the correct name, the Node fields will
populate.
10. Click on the View Site button to see detail of
the site on various tabs. Detail on the site is
not populated yet, still to be populated
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11. Open the history of the site to see the previous Trouble Tickets
Searching a previously captured Node (Using the node Selector Wizard)
The open node wizard can be used, when a node has been captured, but the user does not know the name
of the node. Click on the open node wizard button.
1. Select the correct node by searching the filtered fields provided by the drop-down menus of the node
wizard.
2. Select the value you want to search on and press the Refresh button. You can also perform a leading
search on the Node field, if you know the name of the Node.
Node does not exist on RTTS II database
1. You filled in the Name of the
Node, but the Name of the does
not exist on the system.
2. The Node Wizard is used, but the
values do not exist on the system,
thus cannot be selected.
3. You have to add the Name of the
Node manually.
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4. Close the Wizard. (The Add Note
button appears)
5. Click on the Add Node button and
add the Node manually.
6. The Node detail will be captured
manually, by selecting or filling in
the values on each field.
7. Values will not be accepted to the
Node database yet, but will be
sent to the Administrator for
validation.
This does not stop the Trouble
Ticket investigation from
continuing.
If the Trouble Ticket is saved without
an existing Node, the system will give
the error message stating:
“This node is not known. Please
enter a valid node name.”
Assigning/referral of Tickets
Assignment of the trouble ticket will be done during submission of the trouble ticket. The system will use
a referral matrix to do the referral of tickets. The referral matrix means that groups may only assign to
certain groups. The user can select one of the following options.
Refer the trouble ticket to your group - the referred
to group field will display your default group name.
This means that everybody in your group will be able
to retrieve this trouble ticket. The assigned to name
field will remain empty, and status equals Queued.
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Refer it to yourself – user clicks on the image next to
the assigned to name field. This image is only available
on submission of the trouble ticket. The login name of
the currently logged in, user gets filled in on the field.
Refer to a person in your group - from the assigned
to name field, drop down menu. The login name of that
user will be filled on the assigned to name field.
Status will be changed to Assigned.
Refer to another group – if the user wants to refer
the trouble ticket to another group, he needs to click
on the Referred button. The referred to group field will
be emptied, and the user need to select the group from
the referred to group field, drop down menu.
The status of the trouble ticket will change to
Referred.
Saving the Trouble Ticket
With the above-mentioned steps completed, the user can click on the save button to save the trouble
ticket. The system will prompt the user, if the service impacted field holds a value other than “No”.
Service impacted field:
Degraded or Outage– the service
impacted tab displays and prompt the
user to fill in the following three fields:
Services type affected field
quantity equivalent or
affected subscribers field
elements affected field
Upon Saving
As soon as the trouble ticket is saved,
the trouble ticket number will be
assigned.
Counters
There are metrics on the system that
will count the number of referrals.
This is mostly intended for reporting
purposes.
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After the ticket has been created the ticket will be opened in
modify mode.
Once the number of referrals reaches a threshold a notification
can be triggered to notify somebody about this condition. There
are also flashboards that measure and report on the
reassignments
The following are checked on the
ticket and will then be displayed on
the “Notification Area” on the TT form
Chronic Node Counter > 0
Chronic Circuit Counter > 0
Number of Wrong Referrals > 0
Number of Referrals > 5
When you do not have access to
modify the ticket
SLA time on the ticket has expired.
Status History field
As the system moves through the statuses, it will record the time that each status occurred. There are
fields on the trouble ticket that defines this:
The status history can also be used to inspect the time and user that has changed the status. This field can
be accessed from the trouble ticket menu. On a request, click the status history button to open the status-
history field. This display all the trouble tickets statuses, with the date and time stamp to indicate status
changes.
Existing Node - with open tickets
A node, already captured on the system, may have other trouble tickets related to it. It is possible to look
at the related items by following the next steps.
1. As soon as the user selects
a node with open tickets
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attached to it, the system
gives a note. Open the
Show Similar Tickets
button at the bottom of
the screen, to view the
tickets.
2. Click on the button at the
bottom of the screen.
Click on the Open Ticket button to open the request in Modify Mode
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Search Open ticket Console – (Show Similar Tickets button)
3. Reporting on all or open tickets
of a certain status or range of
months.
4. Select the Status and the amount
of months and click on the
refresh button.
Different Tabs on the Search console.
The Node Tab
The Circuit Tab
The Company Tab
The Site Tab
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Capturing node that does not exist in the RTTS II database - (Using the Wizard)
3. If the user does not exist, you will get such a message.
4. The wizard will open automatically.
5. Click on OK to dismiss the message. The Node selector
Wizard form will open.
6. If your default group has the permission to work on more than one network, the following pop-up
screen will be displayed, containing a list of all the possible networks that your default group has
permission to.
7. Select the preferred Network from the list. If you have only one network defined for your group,
the network will automatically be selected.
8. Once the network has been selected, it will be locked down on the network search field. This means
that the user cannot select any nodes outside the allowed network.
9. On the next couple of pages, the different networks will be discussed.
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Different networks
“Different networks will have different behaviour. As soon
as the user selects the preferred network, the screen
layout will change. Tabs will be added or left out.
According to the technology on the node information tab,
the detail on the mobile tab will be adapted. Fields and
field labels will change according to 2G, 3G LTE. Complete
the fields if you have additional information.”
Creating Mobile tickets
1. Mobile tickets will display the
Mobile tab.
2. The system will determine if the
node you selected belongs to the 2G,
3G or LTE network. The labels of the
fields are changed accordingly.
Field labels on 2G
Field labels on 3G
Field labels on LTE
3. The system place the node that was
selected in the correct level and then
auto populate all the upstream
records. Form the dropdown menus
the downstream nodes can be
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selected.
4. After the topology is selected, the
number of affected nodes is
completed as to the number of
affected nodes per the 2G, 3G or LTE
network.
5. The next step is to identify the
names of the related items and
capture it in the related nodes table.
You have to fill in the affected node in
the “Affected nodes to add” field, by
adding “node”, “space”, “node”,
“space”.
6. Press enter to add the nodes to the
related items table
7. The system then auto-assigns the
Start Date to all the related nodes
selected.
8. When the ticket is cleared/restored
all the affected nodes will be closed.
9. The system will then calculate the
time that a node was down, not
only on a ticket, but all the related
tickets. These can the give a true
picture on the outage of a node.
10. The system checks the number of
affected records entered in the
table above against the number of the
nodes that are related in the Affected
Nodes table. The number of records
in the affected nodes must always be
one less than the numbers
entered. The main node selected will
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automatically be added when the
ticket is restored/cleared.
After the main ticket has been restored and it is
evident that there is still a problem one of the
related nodes, then a ticket can be created by
selecting the node on the affected node table and
press the “Create Ticket” button below
The trouble ticket form will open and the following fields will be sent to create a new request.
Field Name Value sent to the ticket
Abstract Same as the main ticket
Priority Medium
Description Ticket Created from ticket : PRXXXX
Ticket Description
Originator Detail Same as the main ticket detail
Assignment Detail Same as the main ticket
Problem Type Same as the main ticket
Problem Type L2 Same as the main ticket
Problem Type L3 Same as the main ticket
Node Same as the main ticket
Reported Date The Cleared date
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Creating Transmission tickets
The following additional information needs to be captured for transmission nodes.
1. The system will look in the transmission database
on RTTS II and then populate the server and ring
detail from the database.
2. If one of the E1, STM-1, STM-4, STM-16, STM-64 is
populated and the ticket is restored or cleared, then
the system will force the Resolution dates for each
field to be populated manually.
3. On this section of the form the number of links
affected can be captured and the resolution dates of
the various types can be separately captured.
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Searching a trouble ticket
You can use the Search window of Remedy to view or modify any requests that you have permission to
access.
For example, you might want to find all the requests that were submitted during the last month for a
particular piece of equipment. You can do so by defining a search that locates the target requests and then
displays those requests.
To locate specific requests, you Search the database by specifying search criteria.
The Search Window
You can specify search criteria in the following ways:
Query-by-example (QBE)
Advanced Search Bar
Using a combination of the two methods.
The Query By Example Method
The simplest way to specify search criteria is to fill in fields and select choices in the Search window that
match the requests you want to find. This is called creating a query-by-example (QBE). For example, to
search for all the requests you have created, type your name in the Submitter field in the Search window, and
click on the Search button.
The example below shows a query-by-example for all requests with a Category of Hardware and a Status of
Assigned.
For a more precise query, you can specify values for more than one field. The system searches for requests
that meet all the criteria (a logical AND operation), so the more you fill in, the more specific your search
becomes.
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Based on Administrator defined options for each field, you may receive more or less information that you
searched for.
The Advanced Search Bar
The second method for specifying query criteria is to use the advanced search bar. You can display the
advanced search bar by clicking on the Advanced button on the top of the form or by selecting the Advanced
Search Bar option from the View Menu.
Use the advanced search bar when you want to define a search that does more than simply find requests with
fields that match an example. The advanced search bar lets you build more complex logical statements. To
search for requests that contain one of many values, you must use the advanced search bar.
Advanced Search bar
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Using a combination of search methods
You can use both the query-by-example style and the advanced search bar at the same time. Remember, any
criteria you type in the advanced search bar are used in “addition” to the criteria you have defined in the
query-by-example section of the window. The two sets of criteria are connected with a logical AND.
In the above example, we are looking for all requests with a request type equal to “Hardware” with a status of
“Fixed” or “Rejected”.
Advanced Search Bar Format and Syntax
To define search criteria, you can use operators and wildcard symbols, which are discussed in the tables
following this paragraph. Some operators can be used anywhere in the Search window, and some can be used
only in the advanced search bar. You must follow a set of formatting conventions when you build a search
statement in the advanced search bar.
Consider the example, ‘Status’ = “Closed” Expressed in English, it means find the requests with a “Closed”
status only. By itself, this may be the lowest common denominator in your search, but it may also provide you
with too many matches. You can refine your search by using the operators described in the following tables to
narrow down the number of requests that match your search criteria.
You can use the operators shown below in defining your search, as well as the wildcard characters described
later in this module.
AND
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Operators Used in the Advanced Search Bar
OPERATOR ACTION
AND
&&
Logical AND of the result of two conditions (the result is true only if both conditions are
true). For example, ‘Status’ = “New” AND ‘Assigned-to’ = “Andy” finds all new requests
assigned to Andy. You can use the symbol && instead of the word AND.
OR
||
Logical OR of the result of two conditions (the result is true if either condition is true).
For example, ‘Status’ = “New” OR ‘Assigned-to’ = “Andy”, finds all new requests and all
requests assigned to Andy (no matter what their status). You can use the symbol || (two
vertical lines) instead of the word OR.
NOT
!
Negates the condition that follows (if the condition is false, the result is true). For
example, NOT ‘Status’ = “New”, finds all requests that are not new. You can use the
symbol ! instead of the word NOT.
LIKE
Performs a pattern search. For example, ‘Submitter’ LIKE “Bob%ton”, finds all the
requests with a submitter name that begins with the letters “Bob” and ends with the
letters “ton” – such as Bob Compton and Bobby Fenton. The Like operator is useful only
with characters and diary type fields.
+
Adds two integer or real values.
Adds an integer interval to a time string.
Concatenates two character strings.
-
Subtracts two integer or real values.
Subtracts two time values.
Subtracts an integer interval from a time value.
* Multiplies two integer or real values.
/ Divides two integer or real values.
% Supplies the modulo of two integer values (the remainder of a division of the values).
< Matches contents that are less than the value.
> Matches contents that are greater than the value.
!= Matches contents that are not equal to the value.
<= Matches contents that are less than or equal to the value.
>= Matches contents that are greater than or equal to the value.
= Matches contents that are exactly equal to the value.
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Operator Precedence
Operator Precedence
( )
!, NOT, - (negative numbers)
*, /, %
+, -
<, <=, >, >=, =, !=
&& (AND)
| | (OR)
Advanced Search Bar Format Conventions
Use the following format conventions to construct a query statement in the advanced search bar.
a. Fields
Enclose field labels in single quotes.
Single quotes are automatically added when you select fields from the Fields menu or when you click on
their label in the query-by-example part of the window.
b. Values
Enclose non-numeric values (including character, time, and diary) in double quotes. For example
“07/01/99”
You can use the special value $NULL$ (without quotes) to query for requests that have no value in a field.
Called “Keywords”.
For example, to query for requests that have not been assigned, (requests with no values in the Assigned-
to field), you would type:
‘Assigned-to’ = $NULL$
Selection field values can either be specified as the text value, in quotes, or the numeric, value not in
quotes. For instance, if you have a Status field with the radio buttons Open, Fixed, and Verified, to specify
the value of Open, you can either type “Open” or 0 (zero) since Open is the first selection value in the
selection field. Fixed is stored as a 1 since it is the second value, and Verified is stored as a 2.
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Building Search Criteria
Building Search Criteria
Add a field name to the advanced search bar by typing its name with single quotes, selecting it
from the Fields menu, or by clicking on its label.
Type an operator or select the appropriate operator from the palette in the advanced search bar.
Type a field value, usually within double quotes.
Continue adding field names, operators, and field values until you have completed the search
statement.
When you are ready to perform the search, click the Search button.
Building Search Criteria Examples
The advanced search bar may look like the following examples:
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Using Wildcard Symbols
You can use wildcard symbols when you are defining search criteria in character and diary fields and in the
advanced search bar.
This is a list of the available wildcards and their meanings.
Use this wildcard: To match these characters:
% (Percent) Use to match any string of 0 or more characters.
For example: J%son matches Jackson, Johnson, Jason, and Json.
_ (Underscore) Use to match any single character
For example: B_b matches Bab, Bob, and Bub.
- (Hyphen) Use to indicate a range. Always use within square brackets ([]). For
example, [a-f] matches the range of characters a through f.
[ ] (Square brackets) Use to match any single character within a specified range or set Always
use within square brackets ([]).[abcf] matches the set of characters a, b,
c, or f.
[^] (Square brackets with
caret)
Use to match any single character not within a specified range or set. For
example, [^a-f] matches all characters except the range a through f, and
[^abcf] matches all characters except a, b, c, or f.
The result of this search would find all records where the word move appears somewhere in the Short
Description field.
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Using Wildcard Symbols in the Advanced Search Bar
In the advanced search bar, wildcard symbols are interpreted as wildcards only when used with the LIKE
operator; otherwise, they are interpreted as explicit characters.
The advanced search bar also requires that you use the % symbol when you want to include leading and/or
trailing characters in your query. For example, if you are uncertain of the spelling of some one’s last name, the
following search may help.
‘First Name’ LIKE “J%son” matches Jackson, Johnson, and Jolson.
Leading and Trailing
To include the leading and trailing characters, you must use the % symbol.
Eg. ‘Submitter’ LIKE “%Bob%ton” will match:
Jill Bobbington, Bobby Fenton, Bob Compton and Bob Stone in the Submitter field.
Specifying Time in a Search
Specifying Time in a Search
There are two methods to specify time in search:
Absolute
‘Modified Date’ > “January 10, 1999”
Relative
‘Arrival Time’ >= $TIMESTAMP$ - (60 * 15)
Absolute Time
Using absolute time in a query is straightforward because you explicitly use a date or time. For example, to
search for all entries created after an absolute date or time, use the greater-than (>) relational operator and
one of the date and time formats. The example below will locate all entries modified after January 6, 1999.
Note that the date is hard-coded into the query.
‘Modified Date’ > “January 6, 1999”
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Relative Time
Sometimes you may not want to hard-code in specific dates or times. You may want to use relative time in a
query. For example, if you want to create a macro that locates all open entries that are more than two weeks
old, you would want to use relative time. For example, to locate all entries that have been created within the
last 15 minutes, you would use:
‘Arrival Time’ >= $TIMESTAMP$ - (60 * 15)
To specify relative time in a query requires using epoch time. Epoch time is defined as the number of seconds
since January 1, 1970, at 12:00am. Since epoch time is kept in seconds, you must specify units of time in
seconds.
For example, to specify one week, you must figure out the number of seconds in one week. Do this by
multiplying the number of seconds in one minute, by the number of minutes in one hour, by the number of
hours in one day, by the number of days in one week. Specifying a week in epoch time looks like this:
(60 * 60 * 24 * 7)
The relative query below is tied to whatever today’s date is. ($DATE$ means today’s date at midnight). The
query below will find all open entries, more than a week old where Bruce is the submitter.
‘Submitted By’ LIKE “Bruce%” AND ‘Status’ != “Closed” AND (‘Arrival Time’) < ($DATE$ - (60 * 60 * 24
* 7))
Calculating Epoch Time
Number of seconds in Number of hours in
one minute one day
(60 * 60 * 24 * 7)
Number of minutes in Number of days in
one hour one week
Using Keywords
Keywords can be used in a QBE or in the advanced search bar. You can type special keywords any place that
you can type character values. These keywords, shown below, are replaced with their corresponding values
by the system.
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KEYWORDS SUBSTITUTED VALUE
$DATE$ Current date. In a date/time field, the time defaults to midnight
(00:00:00).
$NULL$ A null value.
$TIME$ Current time. In a date/time field, the day defaults to the current date.
$TIMESTAMP$ Current date/time stamp.
$USER$ Name of the currently logged in user.
$APPLICATION$ The application name if the application is running; $NULL$ when no
application is running.
$DATABASE$ The database on which the current form’s data is stored.
$DEFAULT$ The default value for the associated field (used only when assigning a
value to a field).
$FIELDHELP$ The field help text for the currently selected field.
$GROUPS$ The groups of which the current user is a member.
$GUIDE$ The guide name if the guide is running; $NULL$ if the guide is not
running.
$GUIDETEXT$ In a Guide Definition, the text that is entered under the help tab.
$HARDWARE$ The hardware platform on which the current process is running.
$LASTCOUNT$ The number of matches found in the most recent search.
$LASTID$ The ID of the last successfully created request.
$OPERATION$
The current mode or operation being performed. The most common
values returned are:
CREATE is returned for a create request operation.
QUERY is returned for a database search.
$OS$ The operating system under which the current process is running.
$SCHEMA$ The form on which you are currently operating.
$SERVER$ The BMC Developer studio server on which the current form is defined.
$VERSION$ The version of the Remedy User tool. If the version includes a patch, it is
also included.
$VUI$ The name of the view of the current active window.
$WEEKDAY$ The current day of the week.
$INBULKTRANSACTION$ Indicates whether you are in a bulk transaction. This keyword is not
supported and is reserved for future use.
$FIELDID$ The ID of the field that currently has focus in the client.
$FIELDNAME$ The name of the field that currently has focus in the client.
$FIELDLABEL$ The label of the field that currently has focus in the client.
$SERVERTIMESTAMP$ For Date/Time fields, the current date and time on the server.
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For Time fields, the current time on the server.
For Date fields, the current date on the server.
$GROUPIDS$ Returns the list of the group IDs of which the current user is a member.
Using Keywords
The following example uses the $USER$ keyword to search for requests where the submitter’s name is the
same as the current user’s name.
Keywords are also available from the Fields menu in the Advanced Search Bar.
Viewing Status History
The Status History core field is directly tied to the Status field. Status History includes the username of the
last person who changed the status of a request and the date and time that the change occurred.
1. Select View Status History when viewing the details of a request.
The Status History window displays.
Note: Status History only tracks the last user and time that a status change was made. If your
business process allows you to visit a state more than once, the original data is
overwritten.
Using Status History in a Search
You can use the Status History references in a Search.
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In the first example, we are searching for all requests that Francie Frontline placed in a state of closed.
The second example is searching for all requests that took longer than ten hours to close.
For each Status there are two Status History references:
USER – The user who placed a request in a state
TIME – The date and time a request was placed in a state
For example:
‘Status-History.Closed.TIME’ >”01/06/99”
‘Status-History.Resolved.USER’ = “Bob Backline”
Note: The correct syntax is entered for you automatically when you choose the Status History
reference from the Fields menu in the advanced search bar.
Using a Currency Field in a Search
When searching a currency field there are 3 references that can be used:
The value of the field
The type of currency field
The date-time when the currency value was set.
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Value of Field
The value can be referred to as:
‘Currency Field’ = 500 or ‘Currency Field.VALUE' = 500
This will return records with the value 500 in the field; this does not depend on the currency type at all.
Type of Currency
To refer to the currency the following search can be done:
'Currency Field.TYPE' = "USD"
This will return all records where the currency is US Dollars.
Date Time when Currency Was Set
Any date time related function can be used to refer to the date when the current currency value was set
e.g. 'Currency Field.DATE' >= $DATE$
This will return all records where the currency value was changed after midnight last night.
Defined Searches and My Searches
These searches, previously defined by the administrator for this form view, or previously saved by the user
with the Save Search action.
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Other methods of Searching
To save a search in Remedy:
1. Open a Search window for the desired form.
2. Define your search.
3. Select Searches Save Search.
A Save Search dialog box displays.
4. Name your search and click OK.
This saved search is now available from the Searches menu.
Remedy also saves all recent searches for a given form. These are also available from the Searches menu
when the form is open.
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Viewing Results and Details
When you select Search, the system executes the search according to the criteria you specified and opens a
window that displays a Results List pane and a Detail pane.
The Results List
The Results List pane displays a one-line description of each request that matches the search criteria you
defined. The number of requests listed by the search displays in the status bar of Remedy.
The Results List pane may be refreshed using:
Select View Refresh Search
You can choose how the search results are sorted in the results list by clicking on any of the column
headings.
You can sort each column in the results list, in ascending or descending order.
1. Click on the column header of the field that you want to sort by.
The requests in the results list are ordered by the column you selected, in ascending or descending order.
2. To change this order, click the column again.
Results List
Pane
Details
Pane
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3. To return to the default sorting for the list, right-click on the column headers. From the menu that
appears, choose Reset.
4. You can also re-arrange the order of the fields in the results list by clicking and dragging a field to another
position.
The Details pane
The Detail pane shows the details of the request selected in the results list. From this pane, a user can modify
requests for which they have permission.
To modify a request, make the required changes and then click the Save button. When a request has been
modified, that record becomes italicised in the results list.
Modify All
A query can result in an operation to modify all the selected, records in a results list. In order to modify
more than one record at a time, execute a query and select a few items in the results list.
Then go to Actions Modify All
This will change the window mode to a modify all window. You can then change some of the values in
the fields. When you apply (save), all the selected records will be subjected to the change.
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Working on the trouble ticket
1. Open the trouble ticket from the network operations fault management console.
2. Once the request has been open the user
needs to assign this trouble ticket to
him. Use the drop-down menu on the
Assigned to name field, and choose the
correct user login.
3. Save.
Accepting assignment
1. Once user opens a trouble ticket from
the network management console, he
needs to accept assignment of the
trouble ticket.
2. The user accepts assignment by clicking
on the “In progress” button.
3. The trouble ticket will move to status
“In progress”and automatically be
saved.
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Work Info entries
Work Info Table
1. Here you can see at a glance when a
record has been added, by who it has
been added (the full name and not the
login name) and what group added the
work info.
2. You can also see if there are and how
many attachments are there on that
item.
On this screen you are also able to search
for any words or phrases in the table by
typing the data in the “Search worklog+”
field and pressing enter. This will show all
the entries that contain the phrases entered
in the field.
Adding Entries from the Network Console Table
Worklog entries can be added or viewed
from the Network Management Console, by
using the Add Worklog or View Worklog
buttons.
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Adding Entries within the request
1. Most of the work info items are entered
manually, but there are cases where
the system will add some important
notes automatically.
These work log items can be printed
or exported to file from a web report.
2. To create work info items, enter all
the fields needed
Work info Type
Summary
Notes
3. Click on Add Work log button. This will
write your entry to the work info table.
When using browsers like Firefox (and
others) a spell checker will be active on
the browser that can assist the user to
correct spelling errors.
Adding Attachments
1. The system uses the work log
mechanism to add attachments to the
system. This will take away any
limitations on the number of
attachments that a user can add to the
system. To add attachments use the
“create attachments” button, just above
the Work Info Entries table.
2. Click on the add button and add a
browser to add file.
3. Add the attachments in the
attachments slots (maximum 3) and
save the record.
4. After saving this work info record the
attachment counter will show how
many attachments are in that item.
Viewing Attachments
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1. To view these attachments, select the
item and click on the view button.
2. From here the attachment can be
viewed or saved to a local or network
drive.
Duplicates
When adding work info items the system
will check for certain duplicates and then
prevent users form adding duplicate entries.
Assignments within the trouble ticket
Assignments were discussed previously in the manual, please refer to the section on submission of a
trouble ticket.
Referrals
Incomplete Data
1. A user is allowed to refer a trouble
ticket back to its sender, if the data on
the trouble ticket is incomplete.
2. The status of requests should be
“Referred”
3. If the user needs more information, the
user needs to:
a. Select the group.
b. The status reason needs to be
selected
c. Referrer button can be selected
4. On selecting a status reason of
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"Incomplete Data" the system will open
a popup to help you to indicate the free
text data is incomplete.
5. This entry will be auto added in the
work info. The ticket will be assigned to
the Group that has moved it forward.
After referral the ticket will close
Wrong Referral
1. On selecting a status reason of "Wrong
Referral" the system will open a popup
to help you to indicate in free text why
you think it is a wrong referral.
2. This entry will be auto added in the
work log. The ticket will be assigned to
the Group that has moved it forward.
After referral the ticket will close.
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History log
Audit Tracking
Any respectable trouble ticket system needs to track the history on the ticket and what happened when
and by whom. It needs to record a full audit trail without affecting performance on the system. The new
RTTS ticketing system was designed to do just that. To record changes without having an effect on the
performance. This will record “just enough” audit trail information.
These audit entries can be searched by end users to retrieve archive information on the system.
The audit trail entries have been grouped in the following categories.
Status history tab
The status history table shows the status change history on the ticket. Every time there is a status change
in the system, the system records it.
As seen above, it shows the following:
Date/Time change occurred
Group responsible for the status change
The previous status
The new status
Duration in the status (hh:mm:ss)
The user that made the change
Field history tab
The system is tracking changes on imported fields that have been identified. This list of fields can be
expanded, but system will for now track the changes on the following fields:
Node –The whole node structure is displayed with the node.
Node Classification
Priority
Status Reason
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Service Impact
The following will be recorded on the audit logs:
New Value
Group
User
Date and time
Assignment history tab
This section tracks the movement between support groups and users.
It will list all the groups that were used for this ticket and the time spent with each group up to the time
the ticket was cleared.
The following will be recorded on the assignment logs:
New Value (Dispatch Group and Dispatch To)
User that performed the change
Date and time it occurred.
The time that the ticket was open against this group.
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Notification log
Every notification that is sent out from the system will land up in the notification history table.
There are 4 sources for records in this table:
Manual Emails
Manual SMS
System Generated Notifications
Escalation notifications
The following fields are available in this log.
Submitter
Date/Time Created
Method
To
Subject
Body
The full message can be viewed as well
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Statuses
Trouble tickets can have various statuses. The below table will discuss each status of the trouble ticket.
Status Queued
This status is used upon submission of the trouble ticket.
Status Assigned
As soon as a group ease assigned to a trouble ticket the status
changes to assigned.
Status In Progress
As soon as a user start working on the trouble ticket the status will
be moved to “In progress”
Status Pending
Only certain groups are allowed to move the status to Pending.
Status Cleared
Status cleared will be selected as soon as a user has found the
resolution to a trouble ticket.
Status Referred
A user can refer a trouble ticket to a next group of users. Only
certain groups can refer to certain other groups.
Status Restored
Status restored will be used with a temporary solution to a trouble
ticket. Status restored is only used if there is a service impact on
the trouble ticket. This means that the service impact that field will
hold either the value degraded or outage. If the restored button is
selected, the status reason label turns red, and the user selects:
Permanent solution required
Final – (Trouble ticket is moved to status Cleared, on
save. Keep in mind that Cleared fields first needs to be
completed.)
Status Cancelled
A trouble ticket can be cancelled when duplicates are logged. See
ticket Relations for more info.
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Status Closed
After five days in status Cleared, the trouble ticket with will
automatically be moved to status Closed.
Clearing tickets
The Resolution tab
1. As soon as the user completed his
investigation on the trouble ticket, it can be
moved to status Cleared.
2. If the user didn’t complete all the resolution
fields, the system will notify you with an
error to complete all the resolution fields.
3. Click on the Resolution tab to fill in all the
fields.
The following fields will automatically be updated
in moving the trouble ticket to status Cleared.
“Cleared Date”,
“Cleared Group”
Repaired user
Shift Cleared
When the user completes this data and finds that
the data that he needs is not there, a request can
be made to add the data. In this way accurate
data can be captured.
5. On clearing a ticket the required fields will
display in red to ensure it is completed.
6. Open the resolution details tab and fill in all
the fields required. The required field labels
will turn to red.
7. If the “resolution” node is different than the
current node, the current node needs to be
changed. The system keeps a history of the
changed nodes.
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Take Note:
MOBILE network tickets - When a ticket is
cleared, the node that was selected at the time the
ticket was cleared will automatically be copied to
the related nodes tab.
This is only filled in with “Restored” Trouble
tickets.
In the case of a permanent solution, the user can
indicate if a new design is necessary or not.
If the SLA was breached on the Trouble ticket, the
user has to provide a reason for the long outage.
These fields are not filled in with a trouble ticket
within its SLA.
Upon Saving of the trouble ticket, the last fields on
the Resolution Tab will be automatically filled in.
Statistics Collected Company detail
During the lifecycle of the ticket there are
various metrics that are collected. This
section describes all the fields.
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Name of indicator Description
Company Division of the group that is currently assigned to the ticket
Originator Division The Originator Division
Originator Centre The Originator Centre
Originator Group The Originator Group
Originator The user that create the ticket.
SLA Target Date The date that is linked to the SLA that is monitored
Create Date Date the ticket was created
Modified Date Date that the ticket was last modified
Restored Date Date that the ticket was restored
Cleared Date Date the ticket was cleared
Closed Date Date the ticket was closed
Previous Referred Group The last group that the ticket was with.
Previous Assigned To User The last user that ticket was assigned to.
Time to Restore/cleared Time in hours from Create to Resorted or Cleared. This will
be the actual hours with all stoppages ignored.
Time to Closed Time in hours from Create to Close. This will be the actual
hours with all stoppages ignored.
Other Detail
Name of indicator Description
Number of wrong referrals Counting every time the wrong referral is used.
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Number of referrals Counting every time that referral is used
Chronic node Counter Number of tickets logged for the selected node
Chronic Circuit Counter Number of tickets logged for the selected Circuit
Shift Originated The shift of the group that created the ticket
Shift Cleared The shift of the group that cleated the ticket
Shift Closed The shift of the group that closed the ticket
Restore Group The group that restored the ticket
Cleared Group The group that Cleared the ticket
First Referral time The time that the first group was referred to the ticket
Last Manual Update Time The time that the last manual modification was done
Longest Progress Update The longest time between manual system updates.
Group responsible for the
longest update
The group that caused the longest update
Response time for the EMS The time it took from the alarm appears to the time the ticket
was created.
Ticket relationship status The parent/child indicator.
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Resolution of tickets
This is a new status that has been created for when there is a service impact. All these tickets will go from
In Progress to Restored. This user needs to pass through the Restored status or stay there if there if a
permanent solution required. See the workflow diagram below for the process.
Ticket with service impact is logged
Permanent Solution
required ?
Ticket is restored
Clearance fields completed and ticket Cleared
Select Design/Non Design
Ticket is in status “Restored”
End
Yes
No
Permanent solution provided
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Notification Engine (Ad hoc and Automatic)
There are 3 notification strategies that have
been followed when the system was designed.
These include:
Ad hoc (manual) notifications
Automated system notifications
Automated escalation notifications
according to the SLA milestones.
The system supports the following notification
methods:
Alert Tool (Notifier)
SMS
Use the Email or SMS button at bottom of the screen
on the trouble ticket menu bar.
SMS Notification
1. Click on the SMS link at the bottom of the
screen on the trouble ticket.
2. This will open a console where the user
names can be selected and the message
templates selected to send out predefined
messages.
3. The user has the ability to send out ad hoc
notifications to other users via sms from in
the system.
4. The value in the summary field can be
dragged and dropped into the SMS message
field. Make use of the message library
button, at the bottom of the send SMS
window, and select the message that will
auto-populate the SMS message field.
5. The notification audit log keeps track of all
the messages send from the system.
6. Click on the history log tab, and then the
notification log tab, see a log of all the
notifications sent on this trouble ticket.
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Email Notification
1. An email can only be sent to an individual.
2. Click on the email button at the bottom of the
trouble ticket screen, the sent email window
will open.
3. Some of the detail on the email will be
populated and the user can use the menu on
the To or CC fields, to specify the receiver of
this email.
4. Fill in the subject and body of the email, all
make use of the message library.
5. Click on the send button to send the email.
6. The email will be sent and an entry will be
kept in the notification log.
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Tasking
Introduction
Task 1
Task 2
Task 3
Level 1
Task 1
Task 2
Task 3
Level 1
Tasking is used to create activities
that are part of the ticket but each
has its own lifecycle and hub time.
Tasks can be created manually.
Initially the tasking will be used
for investigation, where there is a
problem but the root needs to be
investigated from various areas.
For this scenario all the tasks will
run in parallel.
1. Tasks are created to first of all, determine who needs to perform the work necessary.
2. The trouble ticket owner will assign three tasks on the trouble ticket, to three groups, in
order to determine the actual group this trouble ticket needs to be assigned to.
3. As soon as these three groups opened the tasks and investigated the issue, the correct group
will take full responsibility of the trouble ticket.
4. The tasks assigned to the two other groups, will be closed as soon as the third group takes full
assignment of the trouble ticket.
5. The full trouble ticket will now be forwarded to the third group that took the assignment of the
issue.
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Creating Tasks
1. On the trouble ticket, click
on the tasks tab, tasks can
be created manually by
clicking on the “create task”
button.
2. The following screen opens.
All the fields from the ticket
will be copied to the task.
3. Give you new task a name, by filling in the name field.
4. Select the Group that the ticket needs to be assigned to. This will be assigned according to the referral
matrix of the user that is logged in. There is a further constraint on the assignment of the tasks. They
can only be assigned to any group in the referral matrix that belongs to the same division as the
user.
5. Save the task by clicking on the save button.
6. The tasks will now be in status “Staged” until the tasks are activated.
Tasks cannot be added after activation of tasks. If none of the groups that was assigned a task,
accepts the final assignment to the task, the following will happen:
All the tasks will be closed.
The status reason of the trouble ticket will be updated.
The trouble ticket status will remain in “In progress”
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Activating the tasks
Once the tasks have been activated, NO MORE TASKS can
be added!!
The Main Trouble Ticket must “Start the Tasks” to move
the tasks to Status “Pending”
After adding all the tasks, the tasks will
appear in the list of tasks
The status of the tasks is now “staged.”
This means that the task is not active yet.
No notifications will go out at this “task
preparation” stage.
1. As the status of the main ticket moves
to “In Progress” the task activation
button will also become available. The
tasks need to be activated and started.
2. All the tasks will be moved to status
Pending.
3. The status reason for the main ticket
moves to “Pending Tasks”
4. The hub time will stop on the main
trouble ticket.
5. When the view button is used the “view
flow” of the tasks is displayed
The tasks are now sent to 3 groups where
the disruption might have occurred.
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Notification on tasks
1. Once the tasks have been activated there will be
notifications sent out to the Group (where there is
no user assigned yet) or to the user personally,
where that user is assigned.
2. The notifications on the tasks can be viewed in the
Notification audit log.
Working on Tasks
There are various ways that a task can be opened.
1. The task will also appear in the inbox of the
users on the management console.
2. From the ticket via the “View Task” button.
(the user needs to have access to the ticket)
3. On the Alert List, click view
4. On the email received there is a link to click
to open the task.
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Opening the task – (Determine if your group should be tasked to preform the work)
All the information that is shown is copied from the
trouble ticket. The following information (from the
trouble ticket) is available here:
a. Node information
b. Ticket Abstract
c. Ticket Priority
d. Parent Work info
1. If more information is required, the
parent ticket can be viewed from
here by clicking on the “View Ticket”
on the task form.
Assignment
2. If the task is only assigned to a group
and not to a user, the assignment can
be done from the Assignment Tab of
the Task.
3. Once the task is assigned to a user,
the status of the task moves to
Assigned.
4. To refer the task to another group the
ability exists to change the group
that the task is assigned to by
selecting it from the menu.
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Work Information Entries
5. Once the user starts working on the task, the
status needs to be moved to “Work In
Progress”.
6. After the user has completed the investigation
and found that the problem is not in his area,
he can close the task by moving the status to
“Closed” and add some work info on the tasks
work info.
7. The user can still only assign within his
referral matrix. Only the groups that are in
the same division are displayed here. This
means that a task cannot be assigned to a
group outside the division of the user.
8. Upon saving, the system will force the user to
make a work log entry, before moving on. The
user needs to click on the work info tab,
complete the entry before saving.
Accepting the task.
If no user “accepts” the responsibility and all the
tasks are closed without any user accepting the
problem, the status reason of the ticket will
change to "Tasks Completed" and the SLA on the
ticket will start again. The hub time of the owner
of the ticket will reset to include all the time that
was spent with the tasks.
9. Once the user has identified that the problem
is in his area, the “Assign Ticket To Me”
button can be used.
(This button is only available once the ticket is
in Assigned status.)
Clicking this button has the following effect:
This task closes
All the other open tasks close
The ticket is assigned to this user and
moved to status “In progress” and the
status reason removed.
A work log entry is added to say that the
user has accepted the task.
The SLA on the ticket will start again.
If there were changes on the node on the
task, these changes will be sent to the
ticket as well.
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Multi Tenancy
Multi tenancy is used to segment a system so
that users can only see data that is relevant to
their division (Company).
Multi tenancy is purely intended for security
purposes.
Requests are separated on the grounds of
their division.
This means that each division can work on its
own ticket data, has its own support group
structure, has its own people records and log
its own tasks.
A user can belong to more than one division if
required.
“The one division will not even be aware of the
fact that the other division exists.”
This allows multiple divisions to work
independently on the same system without seeing
data of another division. A “wall” is built around
division data. This data includes:
Ticket data
Support group data
People data.
Task data
Multi-tenancy description
Division B Division CDivision A
Person Dedicated to Div A
Person Dedicated to Div B
Person Dedicated to Div C
Person Access to Div A,B and C
List of tickets created by Division A, B and C
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Divisions
Company (Division)
Central Region Operations Mgmt
East Region Operations Mgmt
MS DATA Cisco
MS EM Imanco
MS Fixed Access VDSL and FTTX ALU
MS Fixed Access-FTTX Huawei
MS LBS Project
MS Mobile ALU
MS Mobile Ericsson
MS Mobile Huawei
MS Mobile LTE ALU
MS Mobile LTE Huawei
MS Mobile LTE NSN
MS Mobile LTE Samsung
MS Mobile LTE ZTE
MS Mobile NSN
MS Mobile ZTE
MS Transport Detasad
MS Transport Huawei
MS VDSL Huawei
NMC Fixed
NMC Mobile
NMC Transport
Network Operations GM
None Network Operations
Operations Planning & Contracts
Professional Services
South Region Operations Mgmt
West Region Operations Mgmt
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Ticket relationships
Related tickets are used to staple a current ticket to another ticket. The Master (Parent) ticket can be
defined as the root cause of the issue experienced and the related ticket, considered the Child.
Ticket 100 Ticket 110 Ticket 120 Ticket 130
1. An event (like a cable cut) causes 4 tickets to be
created without any relationship.
Ticket 100
Parent : 100
Ticket 110
2. After referral and investigation
a. Ticket 100
b. Ticket 110 becomes a parent child
relationship.
What are the possible relationships?
Make another trouble ticket
the child of this trouble ticket
Make this trouble ticket a child
of another trouble ticket.
Make another trouble ticket a
duplicate of this ticket
Your current trouble ticket will
be the parent, and the child
record will be stapled, to the
parent.
Your current trouble ticket will
be the child, and the other record
will be the parent.
Your current ticket will be the
parent and the duplicate ticket
will be
cancelled.
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The following rules apply.
Only tickets that are assigned to the same Group can be stapled together when you make a
current ticket a parent.
When you staple children tickets to a parent, then the parent ticket can be of the same owner
group or you can staple tickets that you have originated to a parent ticket that now belongs
to a different group.
When a ticket that is a parent of another ticket is related as a child, then the “grandparent”
becomes related to the current ticket. A history will be kept of all the parents if it changes.
When a child record is of a higher severity than the parent, the parent will be upgraded to
the higher priority.
The child ticket cannot be modified until it is cleared by the parent.
Consider the following scenario:
How to relate trouble tickets to one another
Make another trouble ticket the child of this trouble ticket
1. To start the identifying of the relationship
use the ticket relationship button at the
bottom of the trouble ticket on the menu
bar.
2. The ticket that needs to be related needs to
be in modification mode, and the user must
have permissions to change the ticket.
3. Select the correct link action. The link action
window will open.
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4. Once the ticket is selected, the focus will
go back to the ticket form. On the ticket
the selected indication will be indicated.
5. If the ticket is now a parent ticket The
Children Tickets tab will be displayed and
a list of all the child tickets displayed.
6. Brown box will appear in the top right of
the screen. The purpose of the Brown box
is to alert the user, that this trouble ticket
is a parent request.
7. On the general info tab the ticket
relationship status, has now changed to
parent.
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Make this trouble ticket a child of another trouble ticket.
1. If the ticket is now a child ticket
2. Display the parent detail tab. This will
show the work info items on all the
“parents” of this ticket, and the ticket
numbers of all the parents.
3. Click on the parent’s details tab, to see
the history of previous relationships.
4. The parent trouble ticket ID will
appear.
5. On the general info tab, the ticket
relationship status will now indicate
“child”.
6. In the right upper corner of the screen,
a purple box will appear, indicating
that this trouble ticket is a
child request.
Grandparent tickets
Ticket 120
Parent : 100
Ticket 110
Parent : 120
Ticket 100
Ticket 120
Parent : 120Previous Parent :
100
Ticket 110
Parent : 120
Ticket 100
1. The ticket that was a parent, which is
now related to another trouble ticket
as a child, will give a grandparent, a
parent and a child relationship.
2. Three levels deep relationships are
not allowed. In such a scenario, the
relationship between the initial parent
and the initial child will be broken.
3. A new relationship will be made to
move the grandchild, to the position of
child under the grandparent. The
outcome will be a parent with two
children trouble tickets beneath it.
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Make another trouble ticket a duplicate of this ticket
1. As soon as the user submits a trouble
ticket there is a duplicate of another
open ticket, the system will notify the
user accordingly.
2. The user can stop the submission of
the trouble ticket at this stage, since
there is a similar trouble ticket open.
3. If the user continues the submission
of the trouble ticket, he can now
search the system for the duplicate,
and select to relate the two trouble
tickets with one another.
If the ticket is now a duplicate ticket
The status of the ticket will change to Cancelled.
The Ticket Relationship status will move to:
Duplicate
The “Parent Details” will contain the ticket
parent number that made this ticket a duplicate
ticket.
4. Click on the ticket the relationships
but then to open the link action
window.
5. Select the option “Make another
trouble ticket a duplicate of this
ticket” and press select.
6. Click on the request and click on the
link button.
7. The duplicates ticket tab will now be
visible on your trouble ticket and the
trouble ticket that was linked will
now be in status cancelled.
Possible Relationship Statuses
1. Not linked – no parent child
relationship
2. Parent – parent request
3. Child – child request
4. Not linked –removed – request had a
relationship that was removed.
5. Duplicate – a duplicate request of
another request on the system.
6. Parent – duplicates – this request
had a duplicate on the system, which
was cancelled.
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Vendor Management
1. The vendor functionality enables STC to track
tickets assigned to external Vendors. This
functionality tracks and monitors the lifecycle
of a vendor assigned trouble ticket.
2. It tracks their:
a. Ticket numbers
b. Status workflow
c. Contact details.
3. The Vendor tab is only available for the Long
Term problem type or when a ticket is in
“Restored status.”
4. Vendor assignment is logged on this tab when
a ticket is assigned to an external vendor.
5. The following fields need to be completed
when a vendor assignment is done:
a. Status – Process starts with referred.
b. Handover Method – The way that the ticket
was received
c. Handover Date/Time+ - The Date that the
ticket was handover to the vendor.
d. Vendor Assigned to – This is the vendor
that the ticket is assigned to. On selecting
the vendor name the following fields will be
populated from the base tables.
i. Email
ii. Cell
iii. Phone
iv. Fax
6. Once the vendor has completed his ticket, the
status will be changed to “Completed” and the
Hand back date/time is completed.
7. On saving the ticket the Time at vendor field is
calculated.
Any vendor resolution notes need to be
captured in the work log.
“Once the ticket is referred to the vendor, he
needs to accept it and then allocate a ref number
to the system.”
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External system additional data
CRMD provides the following information
Data from Systems
The system makes provision for
additional technical information on the
ticket when the ticket is created /
updated. This information can be used to
get more information on the nature of the
ticket. The additional data can lead to
better reporting and better resolution of
the tickets.
The links will provide additional
information when they create tickets in
RTTS II via the EAI interface.
ICMS provides the following information
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Data available form RMS
Circuit information is retrieved from the Circuit table that resides on the RTTS database that is synced
from the RMS database on a daily basis. Basic relationship information is available between the circuit
and the node. All available information is displayed on the screen below.
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Service Level Agreement Management (SLA) and Notification
Methodology of an SLA’s
The SLA’s and the technical way the SLA’s
function, are fully discussed in additional
technical documentation.
SLA’s are important to measure the
performance of MSP and it is used to
measure STC performance, in order to get
tickets resolved.
As there are penalties involved in the
breaching of SLA’s it becomes increasingly
important to manage SLA’s proactively.
This document will focus on the end user
experience and describes the basic
mechanism of the SLA’s.
Example of an SLA
As can be seen in the screenshot above this ticket
has 3 service targets.
Medium Ticket Restoration for Datasad
(95%)
Medium Ticket Restoration for Datasad
(100%)
Response Target for Datasad
Refreshing the SLA table of the ticket
1. As soon as the user opens the request, click on
the SLM tab to view the SLA status of the
request. The SLA table will display.
2. If the user is viewing the trouble ticket and is
already on the SLM tab, the Refresh button
needs to be clicked to refresh the SLA table.
“An SLA will be changing the colour of the
trouble ticket displayed in the results list. If the
trouble ticket displays as green, the SLA is still
within time, but if the results list displays it as
red, it has been breeched.”
Interpreting the Metric Meter
The Status is colour coded.
Green for milestone still met.
Yellow (Warning) if on 75%
Red if the SLA has expired.
Due date time – When the milestone will
fail.
Completion Time or Time left
o If the milestone is completed then
this will hold the elapsed time
o If the milestone is still busy then
this field will hold the time left or
the time expired.
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Escalation Table
The Escalations define the milestones on a service
target. It defines 2 levels
75% of SLA and
100% of SLA
The table shows the time that this escalation will
execute (this is the time that the notification will be
sent out to the users defined). It also shows if it has
been executed (have the notifications been sent)
The colour of the ticket in the results list.
The box colour on the ticket screen.
The 95% restoration SLA has been identified as this
one service target. This is to help the users working
on the ticket to be a bit more proactive on the ticket.
How to see the SLA status of the ticket
Results List
Ticket colour box at the top right hand corner of the
screen.
The management console on the Request table.
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General System user interface enhancements
There are quite a few functions of the new version of the Remedy server that has been utilized in this
solution to increase productivity and enhances the user experience when using the system.
Populating the Date fields with + On all the date fields the date should be auto
populated when pressing enter on them. See the
following date fields: EMS Message Time, Service
Impact Start, and Service Impact End.
Populating the Character fields with + Paste the Node name in the Node+ or Circuit+ fields
and press enter. This should populate the Available
information.
Hover over fields. There are a few fields that when you hover over
them, a popup will appear that shows additional
information. These fields are: Originator, Assign to
Name and Last Modified by
Auto Complete There are several fields that are programmed with
the auto completion option. Start typing in these
fields and they will do a lookup and show a list of
values available. These fields are : Abstract,
Referred To Group and Problem Type
Auto expandable views The web interface will be expanded to use the full
window that it resides in. This makes the UI
compatible for all screen resolutions.