Trouble Tab

The Trouble Tab contains the following fields:

Trouble ID	This field is blank for new trouble tickets. When you click Save to generate a trouble ticket, the system automatically assigns a unique Trouble ID to the new trouble ticket.
Reference To	This field is blank for new trouble tickets. When you click Save to create a trouble ticket, the system automatically populates this field: If the trouble ticket is created at the customer level, this field is populated with the customer account number. For Global or Stand Alone trouble tickets, this field is left blank. Global and Stand Alone trouble tickets are not associated with a specific customer.
Parent Trouble	When adding a trouble ticket, this field is initially blank. If generating a Child trouble ticket, click the Parent Trouble link to the left of the input field. This displays the Select Parent Trouble window which lists all open and non-Child trouble tickets. To select a Parent, either double-click the Parent trouble ticket, or right-click and select Select. This closes the Select Parent Trouble window, and this field is populated with the Trouble ID and Description from the selected Parent trouble ticket.
Trouble Type	Type of problem being reported. This is helpful for problem tracking and assigning the appropriate staff to resolve the problem. Select the trouble type from the drop-down list (for example, Billing or Network).
Trouble Status	Current state of the problem being reported. Select the appropriate trouble status from the drop-down list.
Trouble Category	Types of services impacted by the problem being reported (for example, CLEC or Remote). Select the trouble category from the drop-down list.
Severity	An assessment of the seriousness of the problem being reported. Select the severity type from the drop-down list.
Resolution	Lets you specify a resolution type by selecting from a drop-down menu. Resolution is generally entered when the ticket is closed; however, there are times when you may want to enter the resolution without closing the ticket: If you are adding a trouble ticket for tracking and the trouble has already been resolved. When the trouble resolver is not the person responsible for closing the ticket; but has a better understanding of the trouble and the resolution.
Action Date	Date the trouble ticket is opened. This defaults to the current date. To change the date, click the drop-down arrow and select the date.
Close Date	This field is blank. The system automatically populates the Close Date when the trouble ticket is closed.
Commit Date	Date and time the customer was told the problem would be resolved. If you promised the customer a resolution by a certain date/time: Click the drop-down arrow and select that date from the calendar. Enter the time promised to the customer. Otherwise, leave this field empty/unchecked.
Internal	Selecting this check box flags this problem as an internal problem.
Display on Customer Summary Tab	Selecting this check box displays this trouble ticket on the Summary tab. Note This check box is not provided for Global and Stand Alone trouble tickets, as they are not associated with a specific customer.
Total Open Duration	This field is blank until the trouble ticket has been created. Each time you view/edit the trouble ticket, the system populates this field with the number of days, hours, and minutes that the trouble ticket has been open. Note For open trouble tickets, Total Open Duration = Current Date/Time - Open Date/Time. For closed trouble tickets, Total Open Duration = Close Date/Time - Open Date/Time.
Total Processing Duration	This field is blank until the trouble ticket has been created. Each time you view/edit a trouble ticket, the system populates this field with the number of days, hours, and minutes that the trouble ticket has actually been in process. It does not include the time, if any, that a trouble ticket is on hold. Note Total Processing Duration = Total Open Duration - Total on Hold Duration
Carrier	If a Carrier is reporting the problem, select the appropriate carrier from the drop-down list.
Reference Number	An identifying number that you receive from another company/carrier. For example, if you reported a trouble to your long distance provider, they may give you a reference number. Enter that reference number in this field. Up to 50 alphanumeric characters are allowed.
Facilitator	The person who created this trouble ticket. Select that person from the drop-down list.
Assigned To	For all trouble ticket types except auto-assign, select a person or group from the drop-down list. This defaults to the person who entered the trouble ticket. Note This person is not necessarily the same person who is assigned to actually work on the problem. This person's role is to track the trouble ticket through the problem resolution process. To change, click the ellipsis button to display the Select User dialog. From here you can select either a user or user group. You may filter the User and User group lists to facilitate selection as needed. For auto-assign trouble tickets, this field is disabled and the Assign To user group is displayed in it. You can override the auto-assign setting and enable this field by clearing the Auto-Assign This Trouble Ticket check box as described below.
Auto-Assign This Trouble Ticket	This check box is only available for auto-assign trouble tickets as set up in Data Management. The box is checked by default and the Assign To field is disabled. You can override auto-assign and enable the Assign To field by clearing this check box. When the check box is cleared, the selection in the Assigned To field reverts to the last value that was manually selected, or to the default value (the name of the current user) if no selection has been made.
Technician Assigned	The person assigned to work on and resolve this trouble ticket. Select a person from the drop-down list.
Tracking Number	Number assigned by third party vendor for dispatch.
Trouble Attributes	Attributes, if any, related to this trouble ticket.
Hold Reason (Read Only)	The Hold Reason field is only present when the selected trouble ticket is parked. It indicates the reason the trouble ticket is on hold (selected when the trouble ticket was placed on hold/parked). See Parking/Unparking a Trouble Ticket for additional information.
Description	A maximum of 4000 characters are allowed. The first few words of this description will appear on the Journals tab. Note To edit this field, both Edit and Edit Description must be enabled in your Permission Profile.