Table of Contents

Introduction to Mobile Ticketer - Extenet

— Anna Dowling

In order to get a detailed overview of the Preventative Maintenance please first read the following wiki entry: Ticketer - Preventative Maintenance Introduction

As mentioned in the above entry, there are some differences in the Extenet PM processes in relation to the mobile application. The main differences for Extenet are outlined below:

Workflows

The automated PM Process uses the Preventative Maintenance workflow. The Manual PM Process used the Manual Preventative Maintenance workflow. The states and state names are the exact same across the two workflows; the difference is the logic behind how tickets are handled.

PM Scheduled Form

In the Automated PM Process, once the assigned technician logs into the ticket they will be presented with the PM Scheduled Form which is automatically added when the ticket is created. It is not possible to transition the ticket to the next state (PM Scheduled) without this form being completed.

Manual PM Schedule Form

When using the Manual PM Process the Manual PM Schedule will be automatically added when the ticket is created. Similar to the functionality of the PM Scheduled form it will not be possible to transition to the next state if the form is not completed. The network element information is required to generate the correct emails.

Acceptance Process

Instead of an acceptance process, there are two groovlets run for tickets created in the Preventative Maintenance workflow.

PM Required - Groovlet rule run is Add Owners for Maintenance and Send Email

Description:

This groovlet has been designed for ExteNet Systems for the following purposes: - Only execute this fully for network elements with created tickets for 'Hub Maintenance' (Controller) - Therefore, only assign owners to PM tickets for controller/hub elements - And only send a PM tech notification email for controller/hub elements

This is intentionally done as ExteNet expressed a requirement to only show hub-level/controller tickets to field technicians initially. After the field tech progresses (and adds scheduling info to) a hub-level ticket in the PM workflow, all node-level tickets are then assigned ownership to that field tech. This is done for filtering out unnecessary tickets when they are not needed in the multiple views of the Mobile Ticketer. See the PM workflow and the necessary groovlets that are called upon for further info.

PM Scheduled - Groovlet rule run is Scheduled PM Rule

Description:

This groovlet has been customised for ExteNet Systems Preventative Maintenance (PM) module configuration to execute the following:

  1. Send carrier facing emails for controller elements
  2. Retrieve associated children tickets to assign ownership on (after a hub level ticket has progressed to 'PM Scheduled' state)
  3. Add necessary DAS checklist depending on whether ticket network element is indoor or outdoor
  4. This will only execute if the current ne_type='Controller'

Co-Location

Extenet do not use the Mobile Ticketer facility for co-location, therefore this button is typically hidden to the user. Instead they make use of groovlets to create similar co-location behaviour for elements. The groovlet used to handle this co-location is called Scheduled PM Rule and is run from the state PM Scheduled as mentioned above. A representation of an extenet PM ticket without the co-location button is demonstrated below:

Checklists

There are a number of checklists that can be added to both the Manual and Automated PM tickets. These include:

In the Automated PM Process the relevant checklist is added automatically when the ticket is moved into the PM Scheduled state. The checklist will be added based on the system type of the network element or the ticket creation policy that has been set. In the Manual PM Process the relevant checklist can be added manually by the NOC Tech updating the ticket. These checklists are currently in the Unassigned Forms menu dropdown.

See below for checklist form example in the Mobile Ticketer: