Internet Access Enterprise

Transcription

1 Report service trouble quickly for High-Speed Internet Access Enterprise How to use AT&T Express Ticketing for DSL Site ID tickets March 08

2 AT&T Express Ticketing and its benefits AT&T Express Ticketing SM enables you to quickly and easily submit trouble tickets for High-Speed Internet Access Enterprise. No registration is needed, nor will you need an ID and password. You will simply enter your asset ID, and AT&T Express Ticketing will route the ticket to the appropriate service center. Note: Tickets for High-Speed Internet Access Enterprise are also referred to as DSL Site ID tickets.

3 Asset IDs To create a trouble ticket in AT&T Express Ticketing, you need an Asset ID. This is how to find the Asset ID, which is unique for each circuit: You can find the Asset ID in the welcome letter you received by when you placed your initial order. The Asset ID is called the Site ID in that letter. You can also find the Asset ID on your billing statement. The Asset ID is called the Subscriber/Router ID on your billing statement. Note: There are slight differences in the naming of circuit IDs: o If the Subscriber/Router ID is DSL , the Asset ID is 76543_. o If the Subscriber/Router ID is DSL , the Asset ID is 76543_. 3

4 Opening a trouble ticket Using a web browser such as Internet Explorer or Mozilla Firefox, go to Express Ticketing at expressticketing/.. Click Create Ticket.. On the next screen, enter the asset ID of the circuit experiencing trouble. 3. Click Validate Asset. 3 4

5 What if the asset is not found?. If the asset is not found, you will see this pop-up message. Double-check the asset ID you entered to make sure it is correct.. If the asset is not found two more times, you will see this pop-up message. 5

6 Validating the asset. When the screen refreshes, from the State list, choose the state where the asset is located.. Click Validate Asset again. 6

7 Verifying power. The asset information and history appear, and a green checkmark appears at right.. Optionally, to see the ticket history for this asset, click Ticket History. 3. To indicate that your location has power, select Yes. You will be able to proceed only if the location has power. 4. If there is an open ticket for the asset ID, this screen appears. You can click the ticket number to go directly to the Ticket Status page (optional)

8 Entering your report description details. Under Problem Information: Enter a short Report Description. Enter Report Details describing your trouble. Select the Report Type. Optionally, in the Customer Ticket Number field, enter your system s ticket number. To authorize AT&T to test your circuit, select Yes for Testing Authorization. Testing your internet connection for slow speeds or intermittent connection issues may temporarily take that connection down. To authorize AT&T to dispatch a technician to your location, select Yes for Dispatch Authorization. Note: When you authorize AT&T to dispatch a technician to your site and the trouble is not on our network, you may incur a service fee.. Click Save & Continue. 8

9 Providing more details. You will see a set of questions that will help you describe your report. The questions that appear depend on the report type you selected.. Answer the questions and click Save & Continue. 9

10 Indicating the access hours. Select the hours when a technician could access the site.. Click Save & Continue. 0

11 Entering the contact information. Enter your contact information. First Name, Last Name, Phone Number and are required fields. Please note that AT&T may use this information to contact you regarding the trouble. If you are with a helpdesk, it is best to enter your team or department s contact information, such as a main or toll-free number and group box or distribution list.. If you are also the local contact, leave the box checked and you will not see the lower portion of the screen. 3. If you are not the local contact, uncheck the box and complete the Local Contact Information. AT&T will use that information if we need to dispatch a technician to the site. 3

12 Submitting the ticket. Check the accuracy of the information displayed.. To modify ticket details before submitting, click Edit Report. 3. Otherwise, check the box for I ve read and agree to the Terms of Use and click Submit Ticket. 3

13 Receiving the ticket number. A success message appears.. Take note of the ticket number for future reference. You can use this ticket number when calling Enterprise Care for status. You can click the Ticket Number link and go directly to the Ticket Status page. 3

14 Checking trouble ticket status 4

15 Locating the ticket Using a web browser such as Internet Explorer or Mozilla Firefox, go to Express Ticketing at expressticketing/.. Enter the ticket number.. From the State list, choose the state where the asset is located. 3. Click Get Status. 3 5

16 Viewing the status. Current Status shows the high-level status of the ticket. The ticket number is above that.. Ticket Information shows the date the ticket was created. 3. Incident Log shows notes about the progress of the ticket. 4. You can add notes to the ticket by clicking Add Log Note. Log notes you add in AT&T Express Ticketing will go to Enterprise Care. 5. To inform Enterprise Care that the trouble has been resolved, click Request Ticket Closure. Note: Do not use Add Log Note or Request Ticket Closure for urgent concerns such as cancelling a technician visit. For concerns that require immediate attention, always call the Care Center at , prompt 4 or follow the escalation path provided by your Account Team

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