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onboarding:ticketer:troubleshooting_-_investigating_owner_assignment
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| onboarding:ticketer:troubleshooting_-_investigating_owner_assignment [2019/06/05 13:22] – created mmcc | onboarding:ticketer:troubleshooting_-_investigating_owner_assignment [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== Troubleshooting - Investigating owner assignment ====== | ||
| + | |||
| + | CCSUPPORT-2067 - Investigate owner assignment on INC-1215891, | ||
| + | |||
| + | Below is the current listing in the production database of states that first do not preserve owners, and then of states that do | ||
| + | |||
| + | mysql> select name from gnode where workflow_id = (select id from gworkflow where name = 'DAS Incident Management' | ||
| + | +-----------------------------------------------+ | ||
| + | | name | | ||
| + | +-----------------------------------------------+ | ||
| + | | RESOLVED - Alarm Ignored (Manual) | | ||
| + | | CLOSED - NOC (ACR - Cancel Dispatch) | | ||
| + | | RESOLVED - By NOC | | ||
| + | | RESOLVED - Alarm Clear Received (No Dispatch) | | ||
| + | | PENDING - TS Awaiting Customer Authorization | | ||
| + | | NEW - Alarm Received | | ||
| + | | PENDING - TS Awaiting Response from Customer | | ||
| + | | CLOSED - By NOC (Alarm Ignored) | | ||
| + | | CLOSED - By System (Auto Cleared) | | ||
| + | | PENDING - NOC Awaiting Customer Authorization | | ||
| + | | RESOLVED - Auto Cleared (System) | | ||
| + | | INITIAL DIAGNOSIS - By NOC | | ||
| + | | PENDING - TS Awaiting Parts from Customer | | ||
| + | | CLOSED - NOC (ACR) | | ||
| + | | NEW - Ticket Acknowledged | | ||
| + | | PENDING - NOC Awaiting Response from Customer | | ||
| + | | RESOLVED - Alarm Clear Received (Dispatch) | | ||
| + | | INITIAL DIAGNOSIS - By NOC (ACR) | | ||
| + | +-----------------------------------------------+ | ||
| + | 18 rows in set (0.00 sec) | ||
| + | |||
| + | mysql> select name from gnode where workflow_id = (select id from gworkflow where name = 'DAS Incident Management' | ||
| + | +-----------------------------------------------------+ | ||
| + | | name | | ||
| + | +-----------------------------------------------------+ | ||
| + | | INVESTIGATING - Field Tech On-Site | | ||
| + | | RESOLVED - By Field Tech On-Site | | ||
| + | | INVESTIGATING - Field Tech Remotely (ACR) | | ||
| + | | Alarm Clear Received | | ||
| + | | CLOSED - By NOC | | ||
| + | | ASSIGNED - Field Tech Dispatch Received | | ||
| + | | ASSIGNED - Escalated to SCN Tech Support | | ||
| + | | PENDING - FT Awaiting Customer Authorization | | ||
| + | | PENDING - FT Awaiting Response from Customer | | ||
| + | | PENDING CLOSURE - Monitored by NOC | | ||
| + | | ASSIGNED - Field Tech En-Route | | ||
| + | | RESOLVED - By Tech Support | | ||
| + | | INVESTIGATING - Field Tech Remotely | | ||
| + | | INVESTIGATING - Tech Support (ACR) | | ||
| + | | ASSIGNED - Field Tech Dispatch | | ||
| + | | RESOLVED - By Field Tech Remotely | | ||
| + | | ASSIGNED - Tech Support Escalation Received | | ||
| + | | PENDING - FT Awaiting Parts from Customer | | ||
| + | | INVESTIGATING - Tech Support | | ||
| + | | INVESTIGATING - Field Tech On-Site (ACR) | | ||
| + | | INVESTIGATING - Field Tech Awaiting CC repair | | ||
| + | | INVESTIGATING - Field Tech Awaiting CC spares | | ||
| + | | INVESTIGATING - Escalated to CC RF Engineer | | ||
| + | | INVESTIGATING - Field Tech Awaiting CC repair (ACR) | | ||
| + | | INVESTIGATING - Field Tech Awaiting CC spares (ACR) | | ||
| + | | INVESTIGATING - Escalated to CC RF Engineer (ACR) | | ||
| + | +-----------------------------------------------------+ | ||
| + | 26 rows in set (0.00 sec) | ||
| + | |||
| + | |||
| + | |||
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