Managing Your Dedicated Trouble Ticket

After you have opened your trouble ticket with your carrier, be sure to write down all the following information to make it easier to manage the issue:

• The trouble ticket number.

• The name and contact information of the person at your carrier who opened the ticket.

• The time and date the ticket was opened.

• The disposition of the DS-0s of your circuit (if available).

• The errors listed on the performance monitors, if any (if the customer service representative can access the file).

• Any testing you completed and the results of the tests. (Did your carrier bounce the circuit by taking the circuit out of service and restoring it? Did that solve the problem?)

The final bit of information your carrier should provide to you is when you can expect a call back on your ticket, and who will be calling. Regardless of the time frame you’re given, write it down, and schedule to call the carrier back at that time. If the technician calls you before the deadline, great, but if he or she doesn’t, you need to call back in order to escalate your issue.