Resubmitting Issue Tickets

Scenarios

After an issue ticket is rejected, the applicant can resubmit the ticket after confirming that the issue needs to be addressed and modifying the ticket content.

Resubmitting an Issue Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title.
4. Click Modify in the upper right corner.
5. Set parameters for modifying an issue ticket.

   Table 1 Parameters for modifying an issue ticket.

   Parameter	Description
   Issue Title	Customize the issue title.
   Issue Description	Description of the issue symptoms and impacts on the live network.
   Attachment	Click Add File to upload issue-related attachments. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.
   Region	(Optional) The default value is N/A. Select the region where the incident occurs from the drop-down list. Multiple regions can be selected.
   Enterprise Project	Select an enterprise project from the drop-down list.
   Issue Source	(Optional) The options are incident, alarms, WarRoom, and Proactive O&M discovery. Select the source of the issue. If you select incident, alarms, or WarRoom, you need to associate the corresponding service ticket.
   Source Ticket No.	This parameter needs to be set only when you select incident, alarms, or WarRoom. Click Associated Ticket No. and select the corresponding ticket.
   Occurrence Time	(Optional) Enter the time when the issue occurs.
   Issue Application	Select the issue application from the drop-down list.
   Issue Level	The value can be Critical, Major, Minor, or Prompts. Critical: The system or application breaks down, stops, or suspends, causing data loss. Main functions are unavailable, or the module or related modules are abnormal. Major: Some main functions of the system are unavailable, data cannot be saved, and secondary functions of the system are unavailable. The fault is limited to the module. As a result, the module functions are invalid or the module exits abnormally. Minor: Secondary functions are not completely implemented but are not affected, for example, the prompt information is inaccurate, the user interface is poor, the operation time is long, and some module functions are invalid. Prompts: Minor software defects that cause inconvenience or trouble to operators but do not affect the operation and execution of functions.
   Type of Issue	Select the issue type from the drop-down list.
   Owner	Select Shift or Individual. Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select an owner. For details about how to configure an owner, see O&M Engineer Management.

6. Click OK.

   After the issue ticket is resubmitted, the status is Not accepted.