Lumen help

Updating information in a repair ticket

Note: You cannot make changes to closed or canceled tickets.

To update information in 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. Search for the ticket you want to update by doing one of the following:

    • Scroll through the tickets on the screen to find the one you want to update. If you have more than 10 tickets, you can view the rest of your tickets by clicking one of the blue linked numbers at the top of the list or you can click the down arrow at the bottom of the list to add 10 tickets at a time to the view.

    • Search for the ticket by selecting an attribute in the Search by… field and by typing the search criteria in the field to the right.

    • Click Advanced Search and use the fields to filter your search results using several pieces of data. If you're looking for a ticket that begins with a "W" (e.g., WP0707009), you won't find it in the ticket list. Instead, you'll see a Trouble Ticket Search link (which is not shown in this example) above the list.
  1. When you find the ticket you want to update, click the blue arrow on the right of the line for the ticket.

    Control Center displays the detail for the ticket. (Before you update the ticket, review it to ensure you're updating the correct one. To view all details for the ticket, click the double blue down arrow above the Ticket Details section.)
Repair Ticket Details
  1. Make your updates to the repair ticket:

    • To update or add a work log note:

      1. Click the down arrow on the right side of the Work Log section.

      2. In the field, type your note, then click Post Your Log Entry.

    • To update the contact information for the ticket, click the down arrow on the right side of the Contacts section and do any of the following:

      • To change the primary or secondary contact, use the list to select a different contact. If the contact is not available in the list, select Add New Contact (at the bottom of the list), fill in the person's contact information, and click Save Changes. To remove a contact, select Please Select (Optional) from the list.

      • To change the local contact, make changes to the fields in the Local Contact section.

      • To remove the local contact, clear all the fields in the Local Contact section, then click Save Changes.

      • To attach a document (such as a more detailed explanation of the problem or additional details pertaining to your request), click Add Attachment, browse to locate the file, and click Open. You can upload up to two documents (up to 2MB each).