Trouble tickets are opened in response to alarms on your network. The trouble ticket tracks all activities with a timeline and identifies the root cause and activities taken to resolve the situation.
NOTE: The trouble tickets shown in the search results look different from the tickets in the Network Details > Trouble Tickets sub-tab, but both tickets contain identical information.
To search for trouble tickets:
Select the Searches tab. From the Available Searches categories, select Search Trouble Tickets. The Trouble Ticket Query form appears.
Example:
NOTE: The search can be executed by Ticket ID or by criteria for one or multiple sites.
To search by ticket number:
Click the Query by Ticket ID option, and enter the ticket number.
Click Query by Criteria.
NOTE: Searches from the Query by Ticket ID button provide results for closed tickets only.
or
At the far left side of the Exchange main menu, enter the trouble ticket number in the Enter Ticket ID field next to the Search Trouble Tickets button.
Click Search Trouble Tickets.
NOTE: Searches from the Search Trouble Tickets button provide results for open tickets only.
NOTES:
You can execute the search on one site or multiple sites.
If you have access to information from many organizational units, you also have the option to filter the information by organizational unit.
To search based on criteria and review a single site:
Click the Trouble Tickets By Criteria option.
Click the Specific Site option.
If you know the specific site name, enter it.
or
If you do not know the exact site name, enter information into one, some, or all the address fields, and select appropriate information from the Country/State/Province drop-down menu.
Click the appropriate ticket status option.
Using either of the following two options, set the ticket date.
Click the option for the past three months,
or
Click the From option. By clicking the drop-down calendars and selecting a date or by typing over the text in the date fields, enter the date range for the search.
Click Query by Criteria.
To search based on criteria and review multiple sites:
Click the Trouble Tickets By Criteria option.
Click the Multiple Sites option.
NOTE: When selecting multiple sites, you have two options: all sites or selected sites.
If you want to search all sites, click Submit Query. A listing of all sites appears. Click any site to see the site information and inventory details for that site.
If you want to search selected sites, click Search Site(s). The Available Customer Sites window appears.
Select the location options, and then click Find Customer Sites.
From this list of Available Sites, select the appropriate site(s).
Click Select. The screen repopulates with your selected site(s) in the Selected Sites list.
Click Selected Sites. This returns you to the Trouble Ticket Query form with "Filtered Sites" showing next to the Search Site(s) button. The search is now based on your selected sites.
Using either of the following two options, set the ticket date.
Click the option for the past three months, or
Click the From option. By clicking the drop-down calendars and selecting a date or by typing over the text in the date fields, enter the date range for the report.
Click Query By Criteria.
NOTE: By clicking on Download by Criteria, you can download the results to an Excel spreadsheet.
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