Sample Eleven

 

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NOC Problem Ticket Flow (A Procedure)

1. The client contacts the TAC to report a problem. (1-800-111-1111)

2. The TAC

·        Reviews the client profile and

·        Opens a Call Record recording all the client's information.

·        Opens a Problem Ticket documenting the issue as described by the client by entering the following information:

·        Site Address.

·        Site's Hours of Operation.

·        Name of the Site's Contact.

·        Phone Number of the Site's Contact.

·        The Severity Level (1 through 5)

·        Routes the Problem Ticket to  Network Operations.

·        lf the ticket has a severity level of 1, the TAC

·        Calls the NOC and

·        Advises the NOC that a severity 1 ticket is being routed to the NOC's queue.

·        When the ticket has a Severity 1 Call Record,

·        The TAC updates the client hourly so that the service groups can work the ticket without interruption.

3. The  NOC receives the Problem Ticket its the queue.

4. A Network Analyst

·        Opens the Problem Ticket

·        Accepts the ticket

·        Reviews the ticket

·        Starts Level 1 problem determination.

·        (Circuit Issue; Router Issue, CRC Issues etc.)

·        Sends a Notification Page to both

·         Management and

·        The Client's Paging Group.

·        Pursues a resolution by opening a ticket with a TELCO if applicable

·        Escalates to NETENG if necessary.

·        Escalates the problem if necessary.

5. When the problem is resolved,

·        The NOC

·        Resolves the Problem Ticket.

·        Sends a Notification Page to both

·        Management and

·        The Client's Paging Group.

·        (The TAC'S Call Record is automatically flagged by the system with a notification that the Problem Ticket has been resolved.)

·        The TAC

·        Reviews the Call Record

·        Calls the client for resolution verification.

·        Note: The TAC attempts to call the client for resolution verification up to three times over a 72 hour period. If contact with the client is unsuccessful during that period, the TAC closes the ticket.

·        When the client's approval is received,

·        The TAC

·        Closes the Call Record.