Menu

Lumen help

Viewing the status of a support ticket

To view the status of a support ticket:

  1. From the main menu, select Support Tickets.

    Media portal lists active tickets for your organzation, tickets closed within the last 30 days, and the status for each ticket:

    • In Progress—we received your ticket and are assigning it to a technician to work on your service issue or request.
    • Active—the support ticket is still open and we are working on your service issue or request.
    • Closed—we resolved your service issue or you closed the support ticket.
    • Complete—we completed your request to move, add, or change your service.
    • Cancelled—you canceled the request to move, add, or change your service.
Support Tickets
  1. Do any of the following:

  • To search for a ticket, type the ticket ID in the search box.

  • To change the date range for tickets listed, click Last 30 Days, select the from and to dates, then click OK. (Note: Media portal retains ticket data for the previous 12 months.)

  • To filter the list of tickets, use the Type and/or Status fields to select the tickets you want to view (e.g., tickets with a Customer Trouble type and in Active status.

  • To download a .CSV file with all your tickets, click the Export Results icon (to the right of the search box).

  • To view details for the support ticket, to add notes to the ticket, or to close the ticket, click the ticket ID hyperlink.