Transcript Bell GTA Network Management Systems On Behalf Of

GTA Network Management Systems
On Behalf Of
BellSouth
CTTS (Customer Trouble Ticketing System)
CTTS (Customer Trouble Ticketing
System) is a web interface application
with the CNM Portal that allows
access to trouble tickets within the
trouble ticketing database to view
information and updates.
This enables you to easily look into the ticketing system and
check on the status of your ticket without having to call anyone.
You can also see exactly what is being done to resolve your
issue and observe the details of testing and other diagnostics,
rather than wondering what is being done to resolve your issue.
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CTTS Interface
To access CTTS from the CNM Portal, click on the trouble management tab and select
Trouble Ticket Console.
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CTTS Interface
TroubleControls
Bulletins
Search
Ticket
- A listListing
of–current
Users
– Amay
bulletins.
list of
search
current
Scroll
trouble
trouble
down
tickets
tickets.
for more
or bulletins.
Scroll
bulletins
down
and
forclick
on thetickets
more
blue date/time
and click to
onopen
the blue
& view
ticket
bulletin
number
details.
to open & view details.
Note: The Submit Bulletin feature is disabled and non-functional.
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CTTS Search
Scroll down for more ticket numbers.
If a ticket is not listed here, you may search for it.
To search for a ticket, enter the ticket number into the Search on Ticket #
field. Partial ticket numbers are okay.
Click the Search button. The first ticket is opened and the list below
contains any additional matches to your search.
Select your ticket to open it and view the details.
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Reading a CTTS Ticket
Belowticket
Work0003332
Log, there
an Audit
History
Once
is is
open,
you can
see link.
that the problem summary states
that
is observed
asofdown,
ticket
has form
beenthat
closed.
The GTAGDOC9009
Audit History contains
a listing
each and
field this
on the
CTTS
was
changed,
along with
the date/time
stamp
was changed.
To
read additional
details
and history,
clickthat
on records
the Workwhen
Log itlink.
When
the Log
ticketcontains
severityaorlisting
status
changed, entered
there willinto
beDetail
entriesDescription,
for each of
The
Work
ofiseverything
those
in theof
Audit
History
previous
(if any) and
new value
–
and
details
exactly
whatshowing
was done,
along value
with date/time
stamps
and user
what
it was
changed
to. Scroll
down
for more information.
ID
of the
person
that entered
the
information.
The time and user ID are shown here.
Scroll down for more work log entries.
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Reading a CTTS Ticket
There
The BellSouth
are othertab
tabs
contains
and fields
tracking
that contain
and routing
additional
information
information
specific
andtodetails
BellSouth.
about
the
device,
but
the majority
of the information
will beescalations
found in Work
Theaffected
Notifications
tab
contains
information
regarding paging
andLog.
The
notifications.
Equipment tab displays information specific to the device and location
addressed in the ticket. It also specifies the physical location of the site.
Ticket Number is automatically
assigned
Status - New,
Open, WIP,
Delayed
Maint,Critical,
Dispatched,
Monitored,
Domain
Code
BLS orClosed
GTA
Severity
- Major,
Minor,
or –Informational
Initiation Code – Initial cause
Problem Summary – Limited to 255 characters
Trigger Code – How this ticket was triggered
Detail Description – Unlimited length, read history in Work Log
Cancel Code – Reason for canceling the ticket
Root Cause – Affected end product
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CTTS Summary
The ability to quickly gain access to
any ticket and determine the steps
taken toward resolution will greatly
reduce the amount of time spent
checking on outages and other
issues.
With CNM Portal access and CTTS,
you can check on a problem ticket
or a number of tickets to determine
the status within moments, allowing
a more productive use of your time.
CTTS is your first stop in an outage.
In many cases, you’ll find that the
ticket has already been opened with
analysts working toward resolution.
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Contact Information
• Contact GTA TCC / NOSC for user ID & password
• Portal ID email is [email protected]
or call (404) 463-3600
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