Stand Alone trouble tickets are used to track problems reported by non-customers. For example:
AT&T calls you to report that one of their customers cannot make long distance calls because one of your telephone lines is down. Since this problem is not related to any of your customers, you generate a Stand Alone trouble ticket. You obtain as much contact information as possible from the caller, regarding whom to contact when the problem is resolved. Typically, the contact is the person who cannot make the long distance calls, not the AT&T representative that reported the problem.
Note
Since Stand Alone trouble tickets are not associated with a particular customer, it is extremely important that you enter as much contact information as possible for a Stand Alone trouble ticket.
As with Customer trouble tickets, you may wish to group like Stand Alone trouble tickets together and process them as a collective unit. In this scenario, you select a trouble ticket as the Parent trouble ticket and link all of the other Stand Alone trouble tickets, referred to as Child Stand Alone trouble tickets, to the Parent trouble ticket. The Child Stand Alone trouble tickets remain open until the Parent trouble ticket is closed. When the Parent trouble ticket is closed, all of its Child Stand Alone trouble tickets are automatically closed. The Child Stand Alone trouble tickets inherit the Parent trouble ticket's Resolution and Close Date.
If you wish to close a Child Stand Alone trouble ticket without closing the Parent trouble ticket, you must unlink the Child Stand Alone trouble ticket from its Parent first. Then you can close the trouble ticket.
In order to access Stand Alone trouble tickets, Trouble Tickets must be enabled under Security > Profiles > Permission Profiles > Application > CostGuard Client > Customer Management > Customers in your Permission Profile.
You can access Stand Alone trouble tickets from the Applications menu:
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Select Applications > Customer Management > Stand Alone Trouble Tickets. This displays the Stand Alone Troubles window.
Note
Only open Stand Alone trouble tickets are displayed. Closed Stand Alone trouble tickets can only be viewed via the Trouble Ticket Search function - see Trouble Ticket Search.
From this window, you can perform the following functions by right-clicking on the desired Stand Alone trouble ticket and selecting the function you wish to perform:
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Edit an existing Stand Alone trouble ticket. See Modifying a Stand Alone Trouble Ticket.
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Close an open, unparked, non-child Stand Alone trouble ticket. See Closing a Stand Alone Trouble Ticket.
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Duplicate an existing Stand Alone trouble ticket. See Duplicating a Stand Alone Trouble Ticket.
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Park/unpark an open, non-child Stand Alone trouble ticket. See Parking/Unparking a Stand Alone Trouble Ticket.
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Assign all open Stand Alone trouble tickets to a parent trouble ticket. See Bulk Assign Child Stand Alone Trouble Tickets
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Create a new Stand Alone trouble ticket. See Adding a Stand Alone Trouble Ticket
Notes:
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The functions that you can perform are determined from the Trouble Tickets permissions that are assigned to you in your Permission Profile. These permissions are the same permissions that are used for customer trouble tickets. See Trouble Tickets Permissions for more detailed information.
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You can also view and modify Stand Alone trouble tickets from the Open Troubles window. See Open Trouble Tickets.