Lumen help

Creating a repair ticket

To create a repair ticket:

  1. Click Service Mgmt, then Ticketing.

    Control Center lists all tickets created in the last 90 days, including tickets Lumen created on your behalf. By default, tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: New, Assigned, Pending, Closed, Canceled. Potential tickets are marked with a green flag.
Ticket Summary
  1. From the Create New Ticket list, select Repair Ticket.
Create New Repair Ticket
  1. To start the ticket, you'll need the product/service ID for the product or service you need repaired. Then, do one of the following:

    • If you know the product or service ID, type it into the Product/Service ID field.

    • If you don't know the product or service ID, use the lists to search for the product or service needing repair.
  1. Press enter on your computer keyboard.
Create New Repair Ticket (with product/service ID selected)
  1. Confirm you selected the correct product or service you need repaired, then click Continue.
Create New Repair Ticket (after selecting product/service ID)
  1. From the Sub Type list, select the service sub type.
  1. From the Problem list, select the issue you are having. (The options in the lists change based on the Sub Type you select.)
  1. From the Symptom list, select the symptom that best describes the problem.
  1. Check to see if the power and equipment are working and if they are, select the Verified Power and Equipment are Working checkbox.
  1. In the Description box, type information about your problem, when you are done, click enter on your computer keyboard and the form will expand.
  1. If you're tracking the ticket in another system at your organization, you can put that number in the Tracking Number field to make it easier to look up this repair ticket later.
Create New Repair Ticket (showing Contacts and Attachments section)
  1. In the Contacts section, either leave yourself as the primary contact or select a different contact from the Primary Contact list or manually fill in the contact information for that person. (To make completing this section faster, Control Center automatically lists all users for your enterprise ID as possible contacts.)
  1. In the Local Contact section, you can choose to add a local contact, all fields are required.
  1. If you need to attach any documents (such as a more detailed explanation of the problem or additional details pertaining to your request), you can upload up to two documents (up to 2MB each). To attach a document, click Add Attachment, browse to locate the file, and click Open.
  1. If you authorize us to dispatch a technician, select the Authorize for Dispatch checkbox.
  1. If you authorize us to conduct a test, select the Authorize for Test checkbox.
  1. Click Submit.

    Control Center submits your ticket. A representative will be assigned to your ticket within one to four hours.