AT&T-Fiberbroadband-TMF621

1.0.x
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TMF621 TroubleTicket Scenarios

TicketTypeCategorySubcategorySeverityexpectedResolutionDateSupport
100-101Network OutageOAP identifies potential OAP Network OutageCriticalASAP24x7
100-102Network OutageAT&T identifies potential OAP Network OutageCriticalASAP24x7
100-104Network OutageOAP Scheduled Network Outage exceeding scheduled time frameCriticalASAP24x7
100-105Network OutageAT&T does not accept Scheduled Network OutageModerateTicket Create Date + 1 Business DayBusiness Hours
200-202APIAPI Issue: TMF-622 - Product Ordering Management APIHighTicket Create Date + 1 hour24x7
200-203APIAPI Issue: TMF-679 - Product Offering Qualification Management APIHighTicket Create Date + 1 hour24x7
200-204APIAPI Issue: TMF-646 - Appointment Management API - Bad Data received from AT&THighTicket Create Date + 1 hour24x7
200-205APIAPI Issue: TMF-629 - Customer Management API - OAP Field Technician cannot access Customer InformationHighTicket Create Date + 1 hourBusiness Hours
200-206APIAPI Issue: TMF-646 - Appointment Management API - OAP Field Technician cannot access Dispatch RequestsHighTicket Create Date + 1 hourBusiness Hours
200-208APIAPI Issue: TMF-674 - Geographic Site Management - Issue with Loading Customer Addresses - Bad DataModerateTicket Create Date + 1 Business DayBusiness Hours
200-209APIAPI Issue: TMF-674 - Geographic Site Management - Issue with Loading Customer Addresses - Cannot SendModerateTicket Create Date + 1 Business DayBusiness Hours
300-301DispatchStatus of OAP Field TechnicianHighTicket Create Date + 1 hourBusiness Hours
300-302DispatchMissed/Late arrival to appointment windowHighTicket Create Date + 1 hourBusiness Hours
300-303DispatchDispatch Appointment Window Escalation/ExceptionModerateTicket Create Date + 1 Business DayBusiness Hours
300-304DispatchInconsistent or Missing Notes on Dispatch Request / AppointmentModerateTicket Create Date + 1 Business DayBusiness Hours
400-401Order ManagementOrder Escalation/Expedite RequestsModerateTicket Create Date + 1 Business DayBusiness Hours
400-402Order ManagementStuck OrderModerateTicket Create Date + 1 Business DayBusiness Hours
500-501Customer AddressUpdate Customer Address (e.g., Systems only shows 100 Main Street, but there are two units, Unit 1 and Unit 2)ModerateTicket Create Date + 1 Business DayBusiness Hours
600-601Buried WireBuried Wire Escalations beyond SLAModerateTicket Create Date + 1 Business DayBusiness Hours
700-701Jeop CodeECD (Estimated Completion Date) not provided within 7 days of installation dispatch JeopModerateTicket Create Date + 1 Business DayBusiness Hours
700-702Jeop CodeJeopardy hold status / managementModerateTicket Create Date + 1 Business DayBusiness Hours
800-801OtherOtherModerateTicket Create Date + 1 Business DayBusiness Hours
900-901Customer DamageDamage to the customer home / propertyLowTicket Create Date + 5 Business DayBusiness Hours

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