Handling an Issue Ticket

Prerequisites

You have created an issue ticket.

Rejecting an Issue Ticket

The issue ticket can be rejected, if it is invalid or due to other reasons. Upon rejection, the creator can either revise and resubmit the ticket or choose to cancel it entirely. If the ticket is resubmitted, the assigned handler must continue with fault diagnosis and resolution accordingly. Accepted issue tickets cannot be rejected.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. On the details page, click Reject.
5. In the displayed dialog box, enter the rejection reason and click OK.

   The status of the issue ticket is Rejected.

   Figure 1 Rejecting an issue ticket
   

Cancelling an Issue Ticket

After an issue ticket is rejected, the ticket creator can cancel the issue ticket if the issue is invalid or due to other reasons.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. On the details page, click Cancel.
5. In the displayed dialog box, enter the cancellation reason and click OK.

   The issue ticket status is Canceled.

Resubmitting an Issue Ticket

After the issue ticket is rejected, the creator can modify the issue ticket and resubmit it.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. On the details page, click Modify.
5. Modify the issue ticket information based on the scenario.

   Table 1 Parameters for modifying an issue ticket

   Parameter	Description
   Issue Title	Specify the issue title.
   Issue Description	Description of the issue symptom and impact 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 preset value is N/A. Select one or more regions where the incident occurs.
   Enterprise Project	Select an enterprise project.
   Issue Source	(Optional) Select the source of the issue. You can select incident, alarm, WarRoom, or proactive O&M discovery. If you select incident, alarm, or WarRoom, the corresponding service ticket must be associated.
   Source Ticket No.	This parameter needs to be set only when you select incident, alarm, or WarRoom for Issue Source. 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.
   Issue Level	The value can be Critical, Major, Minor, or Suggestion. 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 impaired. The fault is limited to the module, causing the module to become nonfunctional or crash unexpectedly. Minor: Secondary functions are partially implemented but remain operational, exhibiting issues such as inaccurate prompts, poor UI/UX, slow performance, or partial module dysfunction. Suggestion: Minor software defects that cause operator inconvenience or annoyance but do not impact the functionality or execution of system operations.
   Issue Type	Select the issue type.
   Owner	Select Shift or Individual. Shift: Select a shift scenario and corresponding roles 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 Personnel Management.

6. Click OK.

   After the issue ticket is resubmitted, it is in the Unaccepted state.

Forwarding an Issue Ticket

During handling an issue ticket, if you find that the issue needs to be handled by other O&M experts, you can forward the issue ticket to the corresponding owner.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Change Owner.
5. Set parameters for forwarding an issue ticket.

   Table 2 Parameters for forwarding an issue ticket

   Parameter	Description
   Owner	Select Shift or Individual. Shift: Select a shift scenario and corresponding roles 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 Personnel Management.
   Description	Enter description for forwarding an issue ticket.

6. Click OK.

   After the issue ticket is forwarded, the owner is changed.

Accepting an Issue Ticket

After the issue ticket is created, the owner analyzes the actual situation of the issue. If the issue is valid, the owner accepts the ticket and handles it further to close the ticket.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Accept.

   After being accepted, the issue ticket is in the Locate the solution state.

Escalating or De-escalating an Issue Ticket

After an issue ticket is submitted, if the handler thinks that the current issue level is improper, the handler can escalate or de-escalate the issue ticket. The escalation or de-escalation process can be configured by referring to Process Management.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Escalate/De-escalate. In the displayed dialog box, reset the issue level and specify the reason for escalation or de-escalation.

   Table 3 Parameters for escalating or de-escalating an issue ticket

   Parameter	Description
   Issue Level	The value can be Critical, Major, Minor, or Suggestion. 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 impaired. The fault is limited to the module, causing the module to become nonfunctional or crash unexpectedly. Minor: Secondary functions are partially implemented but remain operational, exhibiting issues such as inaccurate prompts, poor UI/UX, slow performance, or partial module dysfunction. Suggestion: Minor software defects that cause operator inconvenience or annoyance but do not impact the functionality or execution of system operations.
   Description	Enter the escalation and de-escalation description. The value can contain a maximum of 300 characters.

5. Click OK.

   Currently, the escalation or de-escalation of issue tickets does not need to be reviewed.

Suspending an Issue Ticket

After an issue ticket is accepted, the creator needs to provide required information in the fault diagnosis phase, and review the changes during the issue ticket execution phase. The handler can suspend an issue ticket. By default, a suspended issue ticket needs to be reviewed by the creator. To modify the ticket, the creator needs to review the ticket first. For details, see Process Management.

Reviewing Issue Ticket Suspension

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. In the dialog box, click Review.
5. Enter the review comments.
   • Passed or Not: Passed or Not Passed.
   • Review Comment: Enter review comments. The value can contain a maximum of 1,024 characters.

6. Click OK.
   • If the suspension is approved, the issue ticket is in the Suspended state. The handling duration is not calculated until the issue ticket is resumed.
   • If the suspension is rejected, the issue ticket returns to its status before suspension

Resuming an Issue Ticket

Only the creator can suspend and resume an issue ticket.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Resume to resume the suspended issue ticket.

Locating an Issue and Developing a Solution

After an issue ticket is accepted, you need to analyze the issue, provide the diagnosis result, and develop a solution.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Locate the solution.
5. Fill in the solution based on the issue diagnosis result.

   Table 5 Parameters for developing a solution

   Parameter	Description
   Issue Application	The application selected during issue ticket creation is used by default. Select the issue application.
   Common Issue	The options are Yes and No.
   Issue Version	(Optional) Enter a correct version number.
   Region	(Optional) The region selected during issue ticket creation is used by default. Select one or more regions where the incident occurs. This parameter is mandatory if you select Need for Whether the live network needs to be changed
   Root Cause Classification	Select a root cause category.
   Root Cause Analysis	Enter the root cause analysis of the issue. The value can contain a maximum of 1,000 characters.
   Solution	Describe the solution to the issue. The value can contain a maximum of 1,000 characters.
   Whether the live network needs to be changed	The options are Need and Not Need. Need: The ticket is in the to-be-implemented status and needs to be associated with a change ticket. Not Need: The ticket is in the to-be-verified status.

6. Click OK.
   • If Whether the live network needs to be changed is set to Need, the ticket is in the to-be-implemented state.
   • If Whether the live network needs to be changed is set to Not Need, the ticket is in the to-be-verified state.

Performing Changes on the Live Network

If the solution to an issue ticket determines that changes are needed on the live network, the issue ticket can be closed only after the changes are performed on the live network.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Live Network Implementation.
5. On the displayed page, perform changes based on the live network conditions.
   Figure 2 Live network implementation
   
   • You can add or delete a region.
   • If changes are required in the region:
     1. Locate the target region, click the button for associating the change ticket in the Operation column, and implement the change.

        If no change ticket is available, click Create Change Ticket to create one by referring to Creating a Change Ticket.

     2. Implement the change.

        For details, see Implementing Changes.

   • If no changes are required in the region:
     1. Locate the target region and click No change required in the Operation column.
     2. Click OK.

6. After the change results of all change tickets are displayed, click Complete to complete the issue ticket implementation on the live network.

   The issue ticket status changes into To be verified. The responsible personnel perform verification as required.

Verifying an Issue Ticket

After the issue ticket is handled, the creator needs to verify whether the issue is resolved. If the issue is not resolved, the handler needs to relocate the issue and develop a solution. If the issue is resolved, the ticket can be closed.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title to go to the details page.
4. Click Verify and enter the verification conclusion.
   Figure 3 Verifying an issue ticket
   
   • Passed or Not: Passed or Not Passed.
   • Validation Description: Enter the verification description. The value can contain a maximum of 300 characters.

5. Click OK.
   • If the verification is successful, the issue ticket status is Completed.
   • If the verification fails, the issue ticket status is Locate the solution. The issue ticket owner needs to relocate the issue and develop a solution.

Viewing Issue Ticket Handling Records

If you have any questions about handling issue tickets or entering basic information during tracing issue tickets, you can view the handling records.

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Issues.
3. On the All Issues tab page, locate the target issue ticket and click its title.
4. Click Handling Records to view the issue ticket handling history.

Helpful Links

On COC, you can handle and query issue tickets as well as check service ticket records by calling APIs. For details, see Issue Ticket Management.