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onboarding:ticketer:troubleshooting_-_investigating_owner_assignment
Troubleshooting - Investigating owner assignment
CCSUPPORT-2067 - Investigate owner assignment on INC-1215891, INC-1191458
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') and preserve_owners = false; +———————————————–+
| 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') and preserve_owners = true; +—————————————————–+
| 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)
onboarding/ticketer/troubleshooting_-_investigating_owner_assignment.txt · Last modified: 2021/06/25 10:09 (external edit)
