Generating a Trouble Ticket

Generating a Trouble Ticket for Arboretum Apartments

From the Facilities menu, select Work Order => Trouble Ticket

Press the NEW button (at bottom - only available button). Date and time are stamped on the work order in the "Reported:" field and area code and exchange are displayed in the "Contact Phone" field. The status of the service will be displayed at upper right corner.
Note: "Status" field defaults to "Open," and the "Priority" field will reflect the work order type's priority default.

Choose the type of trouble ticket from the drop-down list ( see below - A ). Type will either be:

Arboretum Misc. Chg. to charge for cable

Net/Data Trouble for all others

3. "Voice" will default from the service drop-down list ( B ). Do not change.

4. Select "OK" button. Will prompt for template type. If Net/Data Trouble, choose from list, if Arboretum Misc. Chg. select that template: Arboretum Misc. Chg. Press "Select." Work order will be added (Work Order Number at upper left now assigned).

5. Use the Current Service Path icon to search for service that is experiencing a problem.

The search window opens (below). Proceed to search on Location, Subscriber or Number.
Click "Location" and select building from drop-down list, click "Search" for available services
Click "Subscriber" type in last name (or partial name- note: case sensitive), click "Search" for available services
Click "Number" type in service number (phone), click "Search" for available services

6. Click to highlight service, and click "Select." Trouble ticket is populated with location and other service information on left side of ticket (see below).

7. Click "Modify" button and then select "Trouble" type from drop-down list ( X ).

8. You can enter a contact name (if none was associated with a department) and type in a contact phone number, if available. Also key in free-form comments, as necessary.

9. Select "Reason" type from drop-down list.

10. Assign responsibility by selecting an individual from the "Assigned To" drop-down list. The "Switch Status" field will display the status of any data from the trouble ticket that has been sent to the switch via the Actions menu.

11. To access the data at the bottom of the form, use the scroll bar located on the right side. Enter data into the user-defined fields or checkboxes, as required. The expense account and subcode for the home department also appear here.

12. Press "OK" button after entering the data for the trouble ticket.

Please assign all work orders to be closed to: 6 JUDI

NOTE: To maintain trouble ticket data, press the MODIFY button, make changes, and press the OK button.