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--- onboarding:ticketer:introduction_to_ticketing_from_a_noc_perspective [2016/08/18 22:09] – lwhitted
+++ onboarding:ticketer:introduction_to_ticketing_from_a_noc_perspective [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Ticketing from a NOC Tech's Perspective ======
+Author: London Whitted
+===== Introduction =====
+While a NOC User may use some of the other applications in their shift, no application will be used more than the Ticketer.
+All issues may start as a DAS alarm in the SNMP Manager but they will not be actionable until the Ticketer creates a ticket.
+Their day to day job would include working tickets and status to get an issue closed and resolved.
+Their primary duties consist of progressing an issue from the alarming state through to a state where the DAS equipment is operating normally.
+This includes changing ticket states, investigating issues remotely, dispatching an issue to a field tech, updating information in a ticket and closing out a ticket after work is complete.
+The ticket updates help Carrier users stay up to date via the NOC Portal which in turn trigger the report update mailed out to everyone every 8 hours.
+This section will provide a broad overview from the NOC users perspective, for more information on each part of the Ticketer app like forms, workflows, and buttons please see the following sections.
+----
+===== Example Ticket =====
+Here is an example ticket from one of our customers production system. The names and usernames have been edited.
+{{:onboarding:ticketer:example_ticket.png|}}
+From the ticket information for on the left the Noc Tech is able to identify:
+  * the location of the issue (Region and Market)
+  * the severity of the alarm (Priority)
+  * the timestamp (date created)
+  * a description of the site name and the issue.
+----
+===== Automatic Ticket Creation =====
+All Automated tickets begin in the "alarm received" state typically identified by the color purple shown in this group of new tickets.
+The Status By column will show the user 'monitor'.
+{{:onboarding:ticketer:example_auto_tickets.png|}}
+Once the tickets have been "touched" or had their state changed by a noc user, the color will change.
+----
+===== Manual Ticket Creation =====
+Manual tickets would be any tickets a user manually creates in the ticketer.
+You can access the ticket creation screen by clicking on the create tickets link:
+{{:onboarding:ticketer:screen_shot_2016-08-15_at_17.21.09.png|}}
+These tickets can be identified by looking at the starting state or the status by field.

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