http://3.86.49.49/ 2026-04-19T09:23:33+00:00 http://3.86.49.49/ http://3.86.49.49/lib/tpl/docnavwiki/images/favicon.ico text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:bouncing_tickets&rev=1624612196&do=diff Bouncing Tickets Sometimes when there's an issue on a system it continuously sends alarms and clears. The fact that the alarms and tickets from these don't last very long before they automatically clear themselves can potentially mean these issues go unnoticed unless someone catches the fact that the same alarm keeps popping up. We call these bouncing alarms or bouncing tickets. We have special functionality in the Ticketer to deal with this - the bouncing ticket form. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:change_management_-_introduction&rev=1624612196&do=diff Change Management - Introduction Author: Michelle McCausland ---------- Note: Crown Castle is no longer a customer of Errigal ===== What is Change Management (CM) ===== The change management application is a version of the Ticketer that is used by Crown Castle to manage change requests in their network. text/html 2022-01-06T11:53:40+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:creating_viewing_updating_searching_for_tickets&rev=1641470020&do=diff Creating, viewing, updating, searching for tickets Author: Sophie Renshaw Creating A Ticket To create a ticket, click the Create Ticket button in the top bar. This will open the Create Ticket tool allowing the user to fill in all necessary information for a manual ticket to be created. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:email_accounts_in_the_ticketer&rev=1624612196&do=diff Email Accounts --- Anna Dowling Email accounts can be configured in the Ticketer from the Admin options section so are only available for configuration to an admin user. these accounts are used to relay emails from the Ticketer application to configured users. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:find_similar_tickets_feature&rev=1624612196&do=diff Find Similar Tickets Feature Author: Michelle McCausland Introduction The find similar tickets feature is used in the Ticketer application to identify ticket summaries that contain the same hub_name or ne_name and that are in the same market. ---------- text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:intellij_idea_-_setup_of_ticketer_dev_environment&rev=1624612196&do=diff Intellij IDEA - Setup of Ticketer dev environment Original Creator : --- Anna Dowling Updated by : --- Colm Carew Updated by : --- Oleksandr Kononov Updated by : --- Conor Giles DB and Appfile Setup Unfortunately there are a lot of steps here but there is an easy way and a hard way, the easy way only applies to CC and EXT DBs for now so if you need DBs/Appfiles for a different customer you will have to do it the hard way. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_email_templates_creation_modification_and_fields&rev=1624612196&do=diff Introduction to email templates (creation, modification) and fields Author: Sophie Renshaw Emails in Tickets Alongside forms, emails are a key part to tickets. They can be configured to send automatically when a ticket moves into a specific state to a set of defined contacts or they can be manually sent from the ticket. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_mobile_ticketer_-_crown&rev=1624612196&do=diff Introduction to Mobile Ticketer - Crown --- Anna Dowling Note: Crown Castle is no longer a customer of Errigal. ==== Introduction ==== 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 between the Crown Castle and Extenet PM processes in relation to the mobile application. The main differences for Crown Castle are outline… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_mobile_ticketer_-_extenet&rev=1624612196&do=diff 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: text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_mobile_ticketer_-_general_overview&rev=1624612196&do=diff Introduction to Mobile Ticketer - General Overview --- Anna Dowling The Mobile version of the Ticketer application is typically used by the Field Technicians whilst onsite fixing an issue with equipment. It has many of the same features as the normal Ticketer Application but formatted into a mobile screen. The Mobile Ticketer can be accessed at Ticketer/mobile text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_ticketing_from_a_noc_perspective&rev=1624612196&do=diff Ticketing from a NOC Tech's Perspective Author: London Whitted Introduction 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. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:introduction_to_ticket_forms_creation_modification_with_examples&rev=1624612196&do=diff Introduction to Ticket Forms (creation, modification) Author: Sophie Renshaw Forms in Tickets Forms are a key part of every ticket. The forms differ between workflows and customers but they all have an important role in the tickets that they are assigned to. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:log_files&rev=1624612196&do=diff Log Files --- Anna Dowling Grails Log File Locations: Depending on the server, the grails application files for the Ticketer will be located in one of the following: * /usr/local/logs * ~/logs/grails The name of the file in this location is Ticketer.log text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:object_model_-_the_basics&rev=1624612196&do=diff Ticketer Object Model Author: Anna Dowling Introduction The following outline will give the reader a summary of the main domain objects associated with the Ticketer application. For further fields relating to any of these tables, run a desc command on that table on a ticketer database. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ofn_import_-_workflow&rev=1624612196&do=diff OFN Import This workflow is used for the import of closed iNOC tickets. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ofn_incident_-_workflow&rev=1624612196&do=diff OFN Incident Workflow Author: Paddy Murphy The OFN Incident Workflow is used for OFN (Optical Fiber Networks) tickets and open imported iNOC tickets. * Start state: New OFN Incident * End state: Resolved Auto Close OFN Forms automatically added text/html 2021-07-09T10:14:40+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:operations_update_form&rev=1625822080&do=diff Operations Update Form The Operations Update is one of the most important forms for ScottyPro. It controls most outward communication with the customer via ScottyPro. As well as, that when the user saves the forms the On-Save groovlet will run and this will preform a number of actions, such as updating the Latest Update field and Emailing the customer. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:pm_of_poles_-_extenet&rev=1624612196&do=diff PM of Poles - Extenet Author: Michelle McCausland Introduction This page describes the current implementation of the PM of Poles process employed by Extenet. The first implementation of the PM of poles process (June/ July 2017) will be manually implemented by Errigal from data provided by Extenet. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:review_user_guides&rev=1624612196&do=diff Ticketer User Guides Author: Michelle McCausland Please Note: The user guide process is currently being updated to include Errigal document templates, versioning etc. More to follow! Currently user guides are stored in the Errigal Dropbox account in: Errigal Shared Documents\User Guides text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:review_webex_introductory_video&rev=1624612196&do=diff Review webex introductory video Author: Sophie Renshaw Please take the time to review an Introductory Video on the Errigal IDMS Ticketer. Introduction to the IDMS Ticketer You will need the Webex login which can be found in the Password Safe. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:send_an_escalation_email&rev=1624612196&do=diff Send an escalation email Author: Michelle McCausland Introduction This page will describe the implementation that is in place for the Vendor Certification project's email escalations. The aim of this is to provide a resource to work from should this behavior be required some where else. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:service_entitlements&rev=1624612196&do=diff Service Entitlements Author: Michelle McCausland Introduction The Service Entitlements (Service level agreement) feature is a process in the IDMS to allow for the automatic grouping and severity escalation of Alarm generated tickets. The process uses information gathered from the Alarm itself and the Knowledge-Base to determine how to group tickets and to determine which values to use to perform outage percentage calculations that drive the escalation. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:service_entitlements_form&rev=1624612196&do=diff Service Entitlements Form text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:service_entitlements_groovlet&rev=1624612196&do=diff Service Entitlements Groovlet WIP The groovlet can be found at <https://idmsqa.errigal.com/Ticketer/groovlet/show/8375> text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:smart_users&rev=1624612196&do=diff Smart Users Introduction The smart owners functionality is contained in a smart users groovlet that fires when a ticket enters a workflow state with smart owners assigned. In a ticketer workflow, each node/state has an owners tab in the node dialog box. You can see the smart owners section on the bottom. text/html 2021-07-06T15:46:55+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:start&rev=1625582815&do=diff Ticketer Introduction * Object model - the basics * Log files * Introduction to ticketing from a NOC perspective * Creating, viewing, updating, searching for tickets 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 Users * Us… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticketer_-_preventative_maintenance_-_maintenance_configuration&rev=1624612196&do=diff Maintenance Configuration --- Anna Dowling 2019/01/22 02:27 The Preventative Maintenance process is now customisable to control jobs run in association with it. The three automated jobs which run in relation to PM currently are the following: * Create Ready Maintenance Tickets (Creates tickets for maintenance entries based on auto ticket policies and next ticket date) text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticketer_-_preventative_maintenance_-_maintenance_criteria_queries&rev=1624612196&do=diff Maintenance Criteria Queries --- Anna Dowling 2019/01/11 06:21 The following entry provides a breakdown of the conditions which will return Maintenance results for the 3 core Maintenance Jobs that run in the Preventative Maintenance process currently(ReadyMaintenance, Acceptance, Overdue). text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticketer_-_preventative_maintenance_introduction&rev=1624612196&do=diff Ticketer - Preventative Maintenance Introduction Author: Sophie Renshaw What is Preventative Maintenance? Preventative Maintenance is a process that both of our major customers carry out. The majority of the tickets that are created in the Ticketer are reactive i.e. they are created to respond to an event, usually created by an alarm in the system. But there are a number of tickets that are created to be proactive. These ticket are Preventative Maintenance (PM) tickets. The aim of Preventativ… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticketer_tests&rev=1624612196&do=diff Self-Assessment - Ticketer Having reviewed the Ticketer information, try out your knowledge by doing the following (Locally Only!!) * Search for a ticket that already exists. Make some updates to it * Try to create multiple tickets with multiple forms text/html 2023-01-18T11:24:47+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticketer_workflows_in_a_nutshell_creation_modification_with_examples&rev=1674041087&do=diff Ticketer Workflows in a nutshell --- Anna Dowling What is a workflow? A workflow is a sequential process for working through the lifecycle of a ticket in the Ticketer application. It includes a start node (status) which indicates the creation of a ticket and end node (status) which indicates the closure and completion of a ticket. A workflow is configurable at runtime and can make use of state entrance and exit rules or groovlet to control Ticket behaviour. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:ticket_creation_activity_checks&rev=1624612196&do=diff Ticket Creation Activity Checks --- Anna Dowling What is a ticket creation Activity Check? Ticket creation activity checks were originally created as a means of automatically checking for tickets that are generated (via email parsing groovlets) from dig ticket emails received from call centers. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_email_account_issues&rev=1624612196&do=diff Troubleshooting - Email Account Issues Author: Michelle McCausland text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_error_message_upon_login_-_clear_your_cache&rev=1624612196&do=diff Troubleshooting - Error message upon logging in - clear your cache Author: Michelle McCausland Example Customer Request Support, when I log into the ticketer I receive an error message saying "....Please clear your cache and try again." Please advise what is causing this error as I am unable to use the Ticketer. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_how_to_delete_a_wrong_ticket&rev=1624612196&do=diff Troubleshooting - How to delete a wrong ticket Author: Yanjun Wang Request Part of PM of Poles project Delete all the old PM of Poles tickets on QA. ---------- Solution From database: 1. delete all the form entries from related form tables based on change_id 2. delete all the Ticket Change entries for forms from ticket_change table based on the ticket_id 3. delete all the attachments entries from uploadable_file table and ticket_uploadable_file based on ticket_id 4. delete all the Tic… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_incorrect_owner_assigned_to_tickets&rev=1624612196&do=diff Troubleshooting - Incorrect owner assigned to tickets Author: Michelle McCausland Example Support Request Example support ticket - CCSUPPORT-2029 User Tim Janis has 3 user IDs….2 that are incactive (tjanis and tjanis1) and 1 tht is active (tjanis2). When tickets are moved to ASSIGNED – Field Tech Dispatched, they are being assigned to ‘tjanis’. Even though the tjanis user account is inactive, since timothy.janis@crowncastle.com is the email assigned in the contact information, when the sys… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_investigating_owner_assignment&rev=1624612196&do=diff 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 text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_issue_when_clicking_on_certain_user_profiles_in_the_ticketer&rev=1624612196&do=diff Troubleshooting - Issue when clicking on certain user profiles in the Ticketer Author: Michelle McCausland Example Customer Request Example customer support ticket - ESR-994276 On the ticketer, if you click down through a number of user profiles in the user admin, you will see "Call to server failed" on a number of them. Has anyone seen this before? text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_old_pm_that_was_supposed_to_be_closed&rev=1624612196&do=diff Troubleshooting - Old PM that was supposed to be closed Author: Michelle McCausland Example Customer Request Example ticket CCSUPPORT-1399 Support, Please see the PM list. It includes PM ticket 823721, which was supposed to be closed sometime during Q1 after the final PM schedule was provided. Thanks. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_pms_not_generating_for_elements&rev=1624612196&do=diff Troubleshooting - PMs not generating for elements Author: Michelle McCausland Example Customer Request Example ticket CCSUPPORT-1493 Support, The 5 elements attached shown have completed PM or ACC tickets with close dates dating over two years ago. Why didn’t the Q2 PMs generate for these items?. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_reassigning_ticket_owners&rev=1624612196&do=diff Troubleshooting - Reassigning ticket owners Author: Michelle McCausland Example Support Request Example support ticket - CCSUPPORT-1896 Support, On the ATT_MD_Madeira_01 controller, please reassign the acceptance tickets from Zack Savercool to John Nix. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_service_entitlements_form_not_auto_adding&rev=1624612196&do=diff Troubleshooting - Service Entitlements form not auto adding Author: Michelle McCausland Example Customer Request Example ticket - ESR-994757 Support, Tickets 533788 and 535434 and 530987 were created via an SNMP trap. When the tickets created, the service entitlement form was not automatically added. Please advise ? text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_ticketer_user_account_is_unusable_all_options_are_greyed_out&rev=1624612196&do=diff Troubleshooting - Ticketer user account is unusable, all options are greyed out Author: Michelle McCausland Example Customer Request Example ticket CCSUPPORT-2216 Support, We have a user that is not able to navigate IDMS ticketer since the upgrade. User sagbemenyah can log in but all options are grayed out. He has the same result on multiple machines. Could you please take a look at this. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_ticket_cannot_advance_state&rev=1624612196&do=diff Troubleshooting - Ticket cannot advance state Author: Michelle McCausland Example Support Request Example support ticket - SUPPORT-490 When I try to advance my ticket 994997 from "Resource Planning in Progress" to "Errigal Development in Progress" it kicks me back to "Resource Planning in Progress". text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_unable_to_open_a_ticket&rev=1624612196&do=diff Troubleshooting - Unable to open a ticket Author: Michelle McCausland Example Customer Request Support, I am unable to open up ticket # 300484. Myself and my team are getting the “you may not view Ticket # 300484 due to Visibility restrictions”. I have attached a screenshot of it to the email. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_user_can_t_search_for_tickets&rev=1624612196&do=diff Troubleshooting - User Can't Search for Tickets Author: Michelle McCausland Example Support Request Example support ticket - CCSUPPORT-2337 Support— Can you please help us to restore the searching ability for this user’s account? He is unable to search for tickets in production. You can see a portion of the error he gets in the screenshot below. However, when I log into prod using his id, and hit search, it just sits there. I do not get the error. In QA, the issue is not there. His profile… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:troubleshooting_-_user_can_t_see_workflow_form&rev=1624612196&do=diff Troubleshooting - User Can't See Workflow / Form Author: Michelle McCausland Example Support Request Example support ticket - CCSUPPORT-1809 Support— Our OPS tech Dan Williams is unable to view the Das NOC form on any ticket via the workbench and ticketer. He can see other forms – email, FT site visit but not the NOC form. I verified that his profile is set up with the correct permissions. I had him log out and log back in and clear all of his cache and cookies, etc. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=onboarding:ticketer:user_management_in_the_ticketer&rev=1624612196&do=diff User Management in the Ticketer --- Anna Dowling In order to create a user in the Ticketer application you must have admin privileges. The user management area is located under Admin Options as demonstrated below: There are various options available from this menu which will now be discussed. These are as follows: