Lumen help

Updating information in a security trouble ticket

To update information in a security trouble ticket:

  1. Click Service Mgmt, then click Security Trouble Tickets.

    Control Center lists the security trouble tickets you've created in the last 30 days with a status for each ticket, the service ID the ticket is for, the type of ticket, the date the ticket was created, and the date the ticket was last updated.
Security Trouble Tickets
  1. When you find the ticket you want to update, click the row for the ticket.

    Control Center displays the detail for the ticket. (Before you update the ticket, review it to verify you're updating the correct one.)
  1. Make your updates to the security trouble ticket:

    • To add a note (to communicate with your Lumen technician), type your note in the Add a Note field.

    • To change your authorization for remote intrusive testing, make your changes in the Authorization section. (If you select Yes to authorize us to dispatch a technician, be sure to provide a local contact for the site and include and dispatch instructions you think we might need.)

    • To update the contact information for the ticket, edit the information for the contact(s) in the Ticket Contact Information section.

    • To attach a document (such as a more detailed explanation of the problem or additional details pertaining to your request), click Add Attachment (in the Notes And Attachments section), browse to locate the file and click Open. You can upload up to two files—no more than 2MB each.
  1. When you're done, click Save Changes.