Before you start...

Before you start working with Trouble Ticketing, please remember about configuring your system. There are some functions, such as Priority Matrix, that you can modify up to your own choice or up to your company standards. All of the steps which need to be done for Service Assurance to run properly are described in Setting Up Service Assurance article. 

After the configuration, go to the App Launcher and select Enxoo for Comms SA application which is dedicated to the Service Assurance module.

Open

Network Trouble Ticket

A Network Trouble Ticket (NTT) is a case type used when the fault occurs in the network and the monitoring application discovered it. Usually, the External System which discovers the error, informs you about it, by creating in Salesforce a new case via API. Such case is registered with Record Type Network Trouble Ticket and Status New. You can manage such a case, update its information, check some SLA metrics and assign Affected Services. 

Planned Maintenance

Planned Maintenance (Change) is a case type describing some planned changes in the network. Such changes might be service affecting or not. A case with record type Planned Maintenance should be registered respectively earlier. Managing Planned Maintenance is very similar to managing Network Trouble Tickets - you are able to manage the case, update its information, check some SLA metrics, and assign Affected Services.

Affected Service

Network Trouble Ticket and Planned Maintenance are also called Parent Cases which keep the most important information about the fault, such as its Status, Impact, Urgency, Priority, Description, SLA dates, and information about all of its Child Cases concerning defined services, which are affected by the network fault or which might be affected by the planned change. Child Cases are cases with Record Type of Affected Service. They are to inform on which services, the fault might cause or causes some problems with their availability. You are able to work on Child Cases from the level of their Parent Case. You can read more about it in the Case Management section.

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