Ticketing from a NOC Tech's Perspective

Author: London Whitted

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.

Here is an example ticket from one of our customers production system. The names and usernames have been edited.

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.

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'.

Once the tickets have been “touched” or had their state changed by a noc user, the color will change.

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:

These tickets can be identified by looking at the starting state or the status by field.