View Tickets and Test Details

You can view trouble ticket and test details from the View Tickets and Tests section on the Repairs home page.

To view the Trouble Tickets Details / Test Details page:

1. Navigate to the Repairs home page.



2. On the View Tickets and Tests section select Ticket Number/ Test Number/ Service ID/ Customer Ticket Number from the Find Tickets/Test by drop-down menu and enter the appropriate information in the Ticket Number/ Test Number/ Service ID/ Customer Ticket Number text field.

3. Select the State from the drop-down menu and click the red arrow button.

Note: The State drop-down menu is not applicable for Test Number and Customer Ticket Number searches.

The Tickets Details / Test Details page displays

On the Trouble Ticket Details page, you can view a list of previously closed trouble tickets for a particular service ID.

The Trouble Ticket Details page is divided into the following sections:

1. Update Ticket

   The Update Ticket section allows you to revise any ticket information or update remarks in order to communicate with the Verizon technician throughout the life of the ticket. Update Ticket can be used to perform the following revisions:

   • Add Comment: Use this option to communicate with Verizon technicians throughout the life of the ticket. Once the ticket is updated, the technician is assigned to review the ticket for additional information from the customer.

   • Add Customer Ticket Number: Use this option to add a relevant ticket number, work order number, or other alias as a cross–reference to the Verizon ticket number. This update choice will be available only when a customer ticket number is not already populated. If you need to edit the value, use Add Comment to request the change or contact the service center.

   • Confirm Repair or Request Close: Use this option to close the ticket online rather than calling the service center to give the OK to close a ticket.

   • Request Escalation: Use this option to escalate your request online. Prior to escalation, the center evaluates your request on various parameters. Once evaluated, the request is approved or denied accordingly. The evaluation process is the same for a verbal request over the phone.

   • Modify Ticket Contact Information: Use this option to update the contact details for the ticket.

   • Update Site Access Information: Use this option to modify/update the site access details.

   • Verify Power and Equipment: Use this option to indicate whether the power and the cables have been checked and verified.

   • Provide Call Sample: Use this option to indicate the details of the call, such as time of the call, duration of the call, calling number and so on.

   • Provide Test Release: Use this option to indicate when the intrusive testing can be done.

   • Request Service Monitoring: Use this option if you want your service to be monitored for a duration of 24 or 48 hours and also select an option to close the ticket if the monitor shows stable service on completion.

2. Ticket Information

   The Ticket Information section displays the information that you entered while creating or updating the ticket. The ticket information also includes the following details:

   • Ticket number:  Displays the trouble ticket number.

   • Status: Displays the current status of the ticket

   • Created Date/Time: Displays the date and time when the problem was reported.

   • Service ID: Displays the service identifier experiencing a repair issue.

   • City: Displays the first three or four letters of the city name where the service resides.

   • Customer Ticket Number: Displays a customer-defined description of the ticket or service.

3. Milestone

   The milestone displays the current stage of the ticket in the life cycle. The current milestone is highlighted in yellow. The milestone can be any one of the following: On Hold, Create, Test, Analyze, Dispatch, Test, Close and Resolve.

4. Milestone Log

   The Milestone Log section displays the Date/Time of each milestone. This section also displays the status (milestone) and a brief summary of the status.  The milestone log keeps users informed about the progression of their ticket resolution.

5. Activity Log

   The Activity Log section displays certain activity information from the technician regarding the ticket such as Activity Details. Events include when the ticket is updated with a customer–facing summary (Update Customer activity), when the ticket is resolved, and if it is re–opened.

6. Filter Activity Log

   You can select the information that you want to display in the Trouble Ticket Details page by clicking the Filter Activity Log tab. Activity types include View All, Alarm and Testing Information, Summarized Updates, LEC/PTT Updates, On-hold Information, Dispatch Information, Customer Entries and Responses, Escalation Information, Resolve and Re–Open, Other Verizon Comments.

Note:  A new field called Verizon Local MCO Ticket Number has been added to the Trouble Ticket Details page to represent the Verizon Telecom Fast Packet Circuit tickets. The statement “For escalation or additional status information on this ticket, please use the Live Chat option for assistance providing direction for users to avoid placing a phone call while reviewing their ticket online” has also been added.