FAQs - Trouble Tickets
- How do I add a new Trouble Ticket?
- How do I see the history of events for a customer, order, trouble ticket or product?
How do I add a new Trouble Ticket?
A new trouble ticket can be added while viewing a customer on the Customer Information screen.
On the Trouble Tickets tab, an Add Trouble Ticket menu is available. This menu displays different types of trouble tickets based on which products are set up for the customer. A Work Order trouble ticket type is available for all customers, regardless of products. For example, if a customer has long distance, toll free and dedicated, options from the Add Trouble Ticket menu would include Work Order, LD Ticket, Toll Free Ticket and Dedicated Ticket. Each type captures different information regarding the product.
On the Trouble Ticket screen, the Entry Date, Customer, Main/Contact, and Phone are automatically pulled in from the customer’s information.
When the Save button is clicked, required fields are designated by Req.
Existing trouble tickets can be viewed by using the tree on the left-hand side of the Trouble Ticket screen. Note – this tree uses Cutoff Date which defaults to 30 days prior to today’s date. The tree view will show the count of tickets within each status group. By expanding a status group and selecting a ticket, the information will display on the Trouble Ticket screen.
A trouble ticket can also be found by clicking the Find button within the Trouble Ticket module.
Navigation back to the customer can occur by using the Go To Customer button in the top right corner.
How do I see the history of events for a customer, order, trouble ticket or product?
The history of events for a customer can be viewed in a variety of ways depending on your location within the system. History in TBS is considered "Metrics". Once inside the Metrics view, historical data is shown for:
1 - Status Changes - Module level status changes
2 - Field Level Changes - All field level changes that have occurred on the entire account
3 - User Access Trail - shows a trail of all users who have accessed the main modules for the account (Customers, Orders, Trouble Tickets)
Customer View
Select the Metrics Tab - shows all changes across all modules and products.
Orders View
Select the Metrics Tab - shows changes corresponding to the order selected only.
Trouble Ticket
Select the View Metrics link located in the upper left corner of the Trouble Ticket screen - shows changes corresponding to the trouble ticket selected only.
Traditional Products
On any product screen, click Metrics from the Product Links menu - shows changes corresponding to the product selected only.
Integrated Products
Select the Metrics Tab after selecting a Product - shows changes corresponding to the product selected only.