Add New Trouble Ticket
| How do I get here? |
Customers Module ► Trouble Tickets tab ► Add Trouble Ticket Menu ► Product type ticket **Note: Legacy Trouble Tickets are being replaced by the Task Management System for Tickets. See more information here |
| Purpose | Trouble Tickets are designed to track Work Orders and Product trouble tickets in TBS. Each product type has its own set of trouble ticket fields to capture pertinent information for that product. Trouble Tickets are available only within the main TBS system |
| Security | Trouble Tickets Module |
| Taxing Impact | N/A |
| Commission Impact | N/A |
| Data Field Definitions | View Here |
A new trouble ticket can be added by accessing the Trouble Tickets tab from the Customer Module.
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.
When the new Trouble Ticket screen is loaded, 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.
Comments and Documents can be added to the Trouble Ticket once it is saved. These Comments and Documents are viewable from the trouble ticket and also from the Customer Module Comments tab and Documents tab.
Each Trouble Ticket type captures differing information based on the product type. Below are screenshots of each of the trouble ticket types supported in TBS. Be sure to review the Data Field Definitions for more information regarding any of the fields shown below.
Work Order
Dedicated Trouble Ticket
Long Distance Trouble Ticket
Local Trouble Ticket
Local/LD Trouble Ticket
Internet Trouble Ticket
Cable Trouble Ticket
Toll Free Trouble Ticket
Wireless Trouble Ticket
