Ticketer

• Object model - the basics
• Log files
• Introduction to ticketing from a NOC perspective
• Creating, viewing, updating, searching for tickets

• Ticketer Workflows in a nutshell
• Introduction to ticket forms (creation, modification) with examples
• Ticket creation activity checks
• Find Similar Tickets Feature
• Bouncing tickets
• Enable and Disable Kanban Buttons
• The Ticketer and eBonding
• Self Assessment - Ticketer

• User management in the Ticketer
• Smart Users

• Introduction to email templates (creation, modification) and fields
• Email accounts in the ticketer
• Send an escalation email
• Operations Update Form

• Introduction to Mobile Ticketer - General Overview
• Introduction to Mobile Ticketer - ExteNet
• Ticketer - Preventative Maintenance Introduction - WIP by Sophie
• Ticketer - Preventative Maintenance - Maintenance Criteria Queries
• Ticketer - Preventative Maintenance - Maintenance Configuration
• PM of Poles - Extenet
• Change Management - Introduction

• OFN Incident - Workflow
• OFN Import - Workflow
• OFN Maintenance - Workflow

• Service Entitlements
• Service Entitlements Groovlet
• Service Entitlements Form

• PM of Poles Guideline

This section provides useful advice for troubleshooting and working through common customer questions/ issues.

• Troubleshooting - Ticketer user account is unusable, all options are greyed out
• Troubleshooting - Issue when clicking on certain user profiles in the Ticketer
• Troubleshooting - User Can't Search for Tickets
• Troubleshooting - Error Message Upon Login - clear your cache
• Troubleshooting - User can't see workflow / form
• Troubleshooting - Unable to open a ticket
• Troubleshooting - Incorrect owner assigned to tickets
• Troubleshooting - Reassigning ticket owners
• Troubleshooting - PMs not generating for elements
• Troubleshooting - Old PM that was supposed to be closed
• Troubleshooting - Service Entitlements Ticket Grouping
• Troubleshooting - Service Entitlements form not auto adding
• Troubleshooting - Email Account Issues
• Troubleshooting - Ticket cannot advance state
• Troubleshooting - How to delete a wrong ticket
• Troubleshooting - Investigating owner assignment