GTA Network Management Systems

On Behalf Of

BellSouth

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CTTS (Customer Trouble Ticketing System)

CTTS (Customer Trouble Ticketing System) is a web interface application with the CNM Portal that allows access to trouble tickets within the trouble ticketing database to view information and updates.

This enables you to easily look into the ticketing system and check on the status of your ticket without having to call anyone.

You can also see exactly what is being done to resolve your issue and observe the details of testing and other diagnostics, rather than wondering what is being done to resolve your issue.

This enables you to easily look into the ticketing system and check on the status of your ticket without having to call anyone.

You can also see exactly what is being done to resolve your issue and observe the details of testing and other diagnostics, rather than wondering what is being done to resolve your issue.

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To access CTTS from the CNM Portal, click on the trouble management tab and select Trouble Ticket Console.

CTTS Interface

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CTTS Interface

Bulletins - A list of current bulletins. Scroll down for more bulletins and click on the blue date/time to open & view bulletin details.Search Controls – Users may search trouble tickets or bulletins.

Note: The Submit Bulletin feature is disabled and non-functional.

Trouble Ticket Listing – A list of current trouble tickets. Scroll down for more tickets and click on the blue ticket number to open & view details.

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CTTS SearchScroll down for more ticket numbers.

If a ticket is not listed here, you may search for it.

To search for a ticket, enter the ticket number into the Search on Ticket # field. Partial ticket numbers are okay.

Click the Search button. The first ticket is opened and the list below contains any additional matches to your search.

Select your ticket to open it and view the details.

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Below Work Log, there is an Audit History link.

The Audit History contains a listing of each field on the CTTS form that was changed, along with the date/time stamp that records when it was changed.

When the ticket severity or status is changed, there will be entries for each of those in the Audit History showing previous value (if any) and new value – what it was changed to. Scroll down for more information.

Reading a CTTS TicketOnce ticket 0003332 is open, you can see that the problem summary states that GTAGDOC9009 is observed as down, and this ticket has been closed.

To read additional details and history, click on the Work Log link.

The Work Log contains a listing of everything entered into Detail Description, and details of exactly what was done, along with date/time stamps and user ID of the person that entered the information.

The time and user ID are shown here.

Scroll down for more work log entries.

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The BellSouth tab contains tracking and routing information specific to BellSouth.

The Notifications tab contains information regarding paging escalations and notifications.

There are other tabs and fields that contain additional information and details about the affected device, but the majority of the information will be found in Work Log.

The Equipment tab displays information specific to the device and location addressed in the ticket. It also specifies the physical location of the site.

Reading a CTTS Ticket

Ticket Number is automatically assignedTicket Number is automatically assignedStatus - New, Open, WIP, Delayed Maint, Dispatched, Monitored, Closed Status - New, Open, WIP, Delayed Maint, Dispatched, Monitored, Closed Severity - Major, Critical, Minor, or Informational Severity - Major, Critical, Minor, or Informational Domain Code – BLS or GTADomain Code – BLS or GTA

Initiation Code – Initial causeInitiation Code – Initial cause

Trigger Code – How this ticket was triggeredTrigger Code – How this ticket was triggered

Problem Summary – Limited to 255 charactersProblem Summary – Limited to 255 characters

Detail Description – Unlimited length, read history in Work LogDetail Description – Unlimited length, read history in Work Log

Cancel Code – Reason for canceling the ticketCancel Code – Reason for canceling the ticket

Root Cause – Affected end productRoot Cause – Affected end product

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The ability to quickly gain access to The ability to quickly gain access to any ticket and determine the steps any ticket and determine the steps taken toward resolution will greatly taken toward resolution will greatly reduce the amount of time spent reduce the amount of time spent checking on outages and other checking on outages and other issues.issues.

With CNM Portal access and CTTS, With CNM Portal access and CTTS, you can check on a problem ticket you can check on a problem ticket or a number of tickets to determine or a number of tickets to determine the status within moments, allowing the status within moments, allowing a more productive use of your time.a more productive use of your time.

CTTS is your first stop in an outage. CTTS is your first stop in an outage. In many cases, you’ll find that the In many cases, you’ll find that the ticket has already been opened with ticket has already been opened with analysts working toward resolution. analysts working toward resolution.

The ability to quickly gain access to The ability to quickly gain access to any ticket and determine the steps any ticket and determine the steps taken toward resolution will greatly taken toward resolution will greatly reduce the amount of time spent reduce the amount of time spent checking on outages and other checking on outages and other issues.issues.

With CNM Portal access and CTTS, With CNM Portal access and CTTS, you can check on a problem ticket you can check on a problem ticket or a number of tickets to determine or a number of tickets to determine the status within moments, allowing the status within moments, allowing a more productive use of your time.a more productive use of your time.

CTTS is your first stop in an outage. CTTS is your first stop in an outage. In many cases, you’ll find that the In many cases, you’ll find that the ticket has already been opened with ticket has already been opened with analysts working toward resolution. analysts working toward resolution.

CTTS Summary

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Contact Information

• Contact GTA TCC / NOSC for user ID & password

• Portal ID email is MPLSPortalSupport@gta.ga.gov or call (404) 463-3600

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