Author: Dave

Updated By Stephanie

Updated By Loughlin Nov 2020

We have started creating “Operations Co-ordination and Management” tickets on our customers in an effort to try track unticketed support time to general tickets. We heard a lot of feedback about a lot of tasks that require < 15 minutes not needing tickets. I think this could help.

Please note the summary of these tickets has now been changed to start with “Administration - Operations Co-ordination” from November 2020

• These should be utilised if you are working on:

• Reading and replying to emails from customers

• An unticketed support issue for a customer that requires less than 15 minutes

• A quick phone call from a customer (i.e. 5 mins) that doesn't relate to a ticket

• Level of effort estimation for tasks, investigations, etc.

• Time spent responding to Watchdogs

It would be helpful to have these tickets in an Evernote. This way, we can track billable vs unbillable support hours for customers more accurately. This helps with estimations, reporting recruitment, all sorts! Please let Claire or I know directly if any questions! Thanks

April

ATC-997910 Administration - Operations Co-ordination - ATC April 2021

ESR-997911 Administration - Operations Co-ordination - ExteNet April 2021

SUPPORT-1805 Administration - Operations Co-ordination - Internal April 2021

March

ATC-997866 Administration - Operations Co-ordination - ATC March 2021

ESR-997865 Administration - Operations Co-ordination - ExteNet March 2021

SUPPORT-1761 Administration - Operations Co-ordination - Internal March 2021

February

ATC-997843 Administration - Operations Co-ordination - ATC January 2021

ESR-997844 Administration - Operations Co-ordination - ExteNet January 2021

SUPPORT-1713 Administration - Operations Co-ordination - Internal January 2021

January

ATC-997822 Administration - Operations Co-ordination - ATC January 2021

ESR-997821 Administration - Operations Co-ordination - ExteNet January 2021

SUPPORT-1657 Administration - Operations Co-ordination - Internal January 2021

December

ATC-997801 Administration - Operations Co-ordination - ATC December 2020

ESR-997802 Administration - Operations Co-ordination - ExteNet December 2020

SUPPORT-1623 Administration - Operations Co-ordination - Internal December 2020

November

ATC-997778 Administration - Operations Co-ordination - ATC November 2020

ESR-997779 Administration - Operations Co-ordination - ExteNet November 2020

SUPPORT-1571 Administration - Operations Co-ordination - Internal November 2020

October

SUPPORT-1522 Errigal-Internal Operations and Support Management Ticket for October 2020 ATC-997753 ATC-Operations Co-ordination and Management for October 2020 ESR-997754 ExteNet-Operations Co-ordination and Management for October 2020

September

SUPPORT-1464 Errigal-Internal Operations and Support Management Ticket for September 2020

ATC-997731 ATC-Operations Co-ordination and Management for September 2020

ESR-997730 ExteNet-Operations Co-ordination and Management for September 2020

August

SUPPORT-1423-Errigal-Internal Operations and Support Management Ticket for August 2020

ATC-997701-ATC-Operations Co-ordination and Management for August 2020

ESR-997702-ExteNet-Operations Co-ordination and Management for August 2020

July

SUPPORT-1404 Errigal-Internal Operations and Support Management Ticket for July 2020

ATC-997670 ATC-Operations Co-ordination and Management for July 2020

ESR-997671 ExteNet-Operations Co-ordination and Management for July 2020

June

SUPPORT-1358 Errigal-Internal Operations and Support Management Ticket for June 2020

ATC-997639 ATC-Operations Co-ordination and Management for June 2020

ESR-997640 ExteNet-Operations Co-ordination and Management for June 2020

May

SUPPORT-1315 Errigal-Internal Operations and Support Management Ticket for May 2020

ATC-997615 ATC-Operations Co-ordination and Management for May 2020

ESR-997616 ExteNet-Operations Co-ordination and Management for May 2020

April

ESR-997566 ExteNet-Operations Co-ordination and Management for April 2020

ATC-997567 ATC-Operations Co-ordination and Management for April 2020

SUPPORT-1277 Errigal-Internal Operations and Support Management Ticket for April 2020

March

SUPPORT-1249 Errigal-Internal Operations and Support Management Ticket for March 2020

ESR-997534 ExteNet-Operations Co-ordination and Management for March 2020

ATC-997533 ATC-Operations Co-ordination and Management for March 2020

Tickets for February

SUPPORT-1218 Errigal-Internal Operations and Support Management Ticket for January 2020

ESR-997495 ExteNet-Operations Co-ordination and Management for February 2020

ATC-997494 ATC-Operations Co-ordination and Management for February 2020

Tickets for January

SUPPORT-1178 Errigal-Internal Operations and Support Management Ticket for January 2020

ESR-997439 ExteNet-Operations Co-ordination and Management for January 2020

ATC-997440 ATC-Operations Co-ordination and Management for January 2020

Tickets for December

ATC-997404 ATC-Operations Co-ordination and Management for December 2019

ESR-997403 ExteNet-Operations Co-ordination and Management for December 2019

SUPPORT-1169 Errigal-Internal Operations and Support Management Ticket for December 2019

Tickets for November

ESR-997343 ExteNet-Operations Co-ordination and Management for November 2019

ATC-997342 ATC-Operations Co-ordination and Management for November 2019

SUPPORT-1152 Errigal-Internal Operations and Support Management Ticket for November 2019

Tickets for October

SUPPORT-1137 Errigal-Internal Operations and Support Management Ticket For October 2019

ATC-997280 ATC-Operations Co-ordination and Management for October 2019

ESR-997281 ExteNet-Operations Co-ordination and Management for October 2019

Tickets for September

SUPPORT-1119 Errigal-Internal Operations and Support Management Ticket For September 2019

ATC-997215 ATC-Operations Co-ordination and Management for September 2019

ESR-997216 ExteNet-Operations Co-ordination and Management for September 2019

Tickets for August

SUPPORT-1103 Errigal-Internal Operations and Support Management Ticket For August 2019

ATC-997163 ATC-Operations Co-ordination and Management for August 2019

ESR-997162 ExteNet-Operations Co-ordination and Management for August 2019

Tickets for July

SUPPORT-1076 Errigal-Internal Operations and Support Management Ticket For July 2019

ATC-997093 ATC-Operations Co-ordination and Management for July 2019

ESR-997094 ExteNet-Operations Co-ordination and Management for July 2019

Tickets for June

SUPPORT-1057- Errigal-Internal Operations and Support Management Ticket For June 2019

ATC-997011- ATC-Operations Co-ordination and Management for June 2019

ESR-997012-ExteNet-Operations Co-ordination and Management for June 2019

Tickets for May

SUPPORT-1034-Errigal-Internal Operations and Support Management Ticket For May 2019

ATC-996939-ATC-Operations Co-ordination and Management for May 2019

ESR-996940-ExteNet-Operations Co-ordination and Management for May 2019

Tickets for April

SUPPORT-1024-Errigal-Internal Operations and Support Management Ticket For April 2019

ATC-996852-ATC-Operations Co-ordination and Management for April 2019

ESR-996853-ExteNet-Operations Co-ordination and Management for April 2019

Tickets for March

SUPPORT-1004-Errigal-Internal Operations and Support Management Ticket For March 2019

ATC-996799-ATC-Operations Co-ordination and Management for March 2019

ESR-996800-ExteNet-Operations Co-ordination and Management for March 2019

Tickets for February

SUPPORT-991-Errigal-Internal Operations and Support Management Ticket For February 2019

ATC-996726-ATC-Operations Co-ordination and Management for February 2019

ESR-996727-ExteNet-Operations Co-ordination and Management for February 2019

Tickets for January

SUPPORT-977-Errigal-Internal Operations and Support Management Ticket For January 2019

CCSUPPORT-2576-Crown Castle-Operations Co-ordination and Management For January 2019

ATC-996643-ATC-Operations Co-ordination and Management for January 2019

ESR-996644-ExteNet-Operations Co-ordination and Management for January 2019

Tickets for December

SUPPORT-946-Errigal-Internal Operations and Support Management Ticket For December 2018

CCSUPPORT-2574-Crown Castle- Operations Co-ordination and Management - December 2018

ATC-996566-ATC-Operations Co-ordination and Management for December 2018

ESR-996567-ExteNet-Operations Co-ordination and Management for December 2018

Tickets for November

SUPPORT-886-Errigal-Internal Operations and Support Management Ticket For November 2018

CCSUPPORT-2570-Crown Castle- Operations Co-ordination and Management - November 2018

ATC-996460-ATC-Operations Co-ordination and Management for November 2018

ESR-996461-ExteNet-Operations Co-ordination and Management for November 2018

Tickets for October

SUPPORT-846-Errigal-Internal Operations and Support Management Ticket For October 2018

CCSUPPORT-2564-Crown Castle- Operations Co-ordination and Management - October 2018

ATC-996331-ATC-Operations Co-ordination and Management for October 2018

ESR-996332-ExteNet-Operations Co-ordination and Management for October 2018

Tickets for September

SUPPORT-800-Errigal-Internal Operations and Support Management Ticket For September 2018

CCSUPPORT-2556-Crown Castle- Operations Co-ordination and Management - September 2018

ATC-996229-ATC-Operations Co-ordination and Management for September 2018

ESR-996230-ExteNet-Operations Co-ordination and Management for September 2018

Tickets for August

SUPPORT-760-Errigal-Internal Operations and Support Management Ticket For August 2018

CCSUPPORT-2540-Crown Castle- Operations Co-ordination and Management - August 2018

ATC-996116-ATC-Operations Co-ordination and Management for August 2018

ESR-996117-ExteNet-Operations Co-ordination and Management for August 2018

Tickets for July

CCSUPPORT-2521 Crown Castle Operations Co-ordination and Management - July 2018

SUPPORT-728 - Errigal Internal Operations and Support Management Ticket For July 2018

ATC -996006 - ATC Operations Co-ordination and Management for July 2018

ESR- 996007 ExteNet Operations Co-ordination and Management for July 2018

Tickets for June

• SUPPORT-713 - Errigal Internal Operations and Support Management Ticket For June

• ATC-995889 - ATC - Operations Co-ordination and Management for June.

• CCSUPPORT-2494 - Crown Castle - Operations Co-ordination and Management - June 2018

• ESR-995892 - ExteNet - Operations Co-ordination and Management for June.

Tickets for May

• ATC-995762 - ATC - Operations Co-ordination and Management - May 2018

• CCSUPPORT-2461 - Crown Castle - Operations Co-ordination and Management - May 2018

• ESR-995758 - ExteNet - Operations Co-ordination and Management - May 2018

Tickets for March, April

• ATC-995658 - ATC - Operations Co-ordination and Management - March 2018

• ATC-995659 - ATC - Operations Co-ordination and Management - April 2018

• ESR-995660 - ExteNet - Operations Co-ordination and Management - March 2018

• ESR-995661 - ExteNet - Operations Co-ordination and Management - April 2018

• CCSUPPORT-2447 - Crown Castle - Operations Co-ordination and Management - March 2018

• CCSUPPORT-2448 - Crown Castle - Operations Co-ordination and Management - April 2018