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Trouble Ticket Fault Management

Trouble Ticket Functionality

Thanks to its trouble ticket fault management functionality, the Inventory & Management System (IMS) from VC4 can be used to manage and maintain lists of problems in either active or passive networks.

This feature means different departments at an organization – like client support and network operations centers – are able to keep track of customer issues by creating, updating and resolving any problems that have been reported.

Tickets can be created in two ways: either automatically via an interface to an alarm management system, or by an individual IMS user.

Each of these tickets carries a unique number alongside details about the specific problem, any information about actions taken by a department trying to tackle the problem, and other general matters like severity and status.

Trouble Ticket Impact calculation

Users can carry out a direct impact assessment for each problem affecting a network thanks to the full integration of trouble ticket functionality into the IMS application.

IMS is able to calculate the range of services and number of customers affected by a given issue. All of this information – plus details of cards, connections and equipment – is then listed on the relevant trouble ticket.

The customer form within the IMS displays any trouble tickets related to a given client.

Trouble Ticket Fault Management

The workflow/order management system makes it easy to manage the process of solving a network problem.

For each type of issue – such as fiber cuts, replacing defective cards and power outages – a process can be created with all related departments. Standard lead times can also be registered, ensuring that network, customer and vendor service-level agreements can be managed effectively.

Click here to find out about the complete workflow management functionality.

To find out more about Telecom Trouble Ticket Fault Management and Workflow Management, please contact us at sales@vc4.com or  on +31 72 5621771.