The below fields can be found on most tickets. They represent a common core of information required for proper handling of the ticket. The core fields are listed below.
||The Edge Data Center for which the ticket applies.
||The company that assumes the ultimate responsibility for the ticket.
|Subject of Your Message
||Condensed information that helps to identify a ticket.
||Detailed account of the ticket.
||The ticket submitter's email.
||Name of the point of contact for the ticket.
||The phone number of the point of contact for the ticket.
||List of email addresses that you choose to receive information pertaining to the ticket.
|Customer Internal Ticket #
||An internal reference number provided by the customer that refers to an identifier in a customer system.
||Ticket requires technical or non-technical Remote Hands within data center.
Service Affecting- The visit will affect the requirements of the service level agreement ECX has with its customers.
Service Non-Affecting- The visit will not affect the requirements of the service level agreement ECX has with its customers.
|Severity of Issue
||Non-Critical or Critical: A determination by the ticket submitter as to the level of criticality of the work to be performed.
||There are four statuses a ticket can have:|
- Open - A ticket is considered Open as soon as it is submitted. Tickets that are Open have not been acknowledged or received work by an ECX Regional Director.
- In-Progress - A ticket is In-Progress as soon as an ECX Regional Director acknowledges it and work has begun to resolve the issue.
- Cancelled - A ticket is Cancelled when it work is no longer needed.
- Completed - A ticket is Completed or Closed when the issue that the ticket was in regards to has been resolved through requested work.
||The specific location of racks or cages.
|RU# of equipment
||The specific Rack Unit number of the equipment for which the work is to be performed.
|Requested Target Date
||The date that the user wants to have the visit authorized for. Because it is a requested target date, it is not a guaranteed set date.
||One or more files may be attached to a ticket. Files can provide drawings, schematics, instructions, or other useful information.
|Create Shipping & Delivery Ticket
||Creates a related Shipping & Delivery ticket to any (except individual Shipping & Delivery tickets) type of ticket submittal. Opens a new Shipping & Delivery ticket after ticket submission. A reference is made between the two tickets and can be seen by viewing the submitted Ticket Details for either ticket.