TT PROCESS FLOW

START
CREATED
ASSIGNED
ACKNOWLEDGED
ANALYZED

WITHDRAWN

PENDING
RESOLVED
CLOSED
END

WO PROCESS FLOW

START
CREATED
ASSIGNED
ACKNOWLEDGED

REJECTED

EXECUTED
CLOSED

END

PENDING/SCHEDULED

Logging in to PT4 Operations

Logging in through a Web Browser with Remedy
Mid Tier Procedure
1. From your web browser, select the option that your
administrator has Configured for you to access the PT4
Product Suite.
This may be a local login page from your Favorites list, or
a link.
The Remedy Mid Tier login window is displayed.
2. In the User Name field, type in your user name (login
name).
3. In the Password field, type in your password.
4. In the Authentication field, type in your authentication
details. This
Logging in through Remedy User (client)
information will be provided by your administrator,
1. From your desktop, either:
otherwise leave the field blank.
a. Click on the Remedy User icon.
5. Click the Login button to access the Agent Console
b. From the Windows Start menu, select the Remedy
User menu option.
The Login Remedy User dialog box is displayed
2. If required, to set up the server that you need to log in
a.
to Click the Accounts button. The Accounts dialog box is
displayed.
b. Click the Add button. A text box is created, ready for
c.
Click
OK toserver
close the
Account dialog box.
you
to enter
details.
4. In the Password field, type in your password.
5. If provided by your administrator, type the required
information into:
a. The Preference Server field.
b. The Authentication field.
6. Click OK. The Agent Console is displayed.

To create an Trouble Ticket

in PT4
1. Select General Functions.
2. Click on New Ticket.
3. The dialog box appears with option
New Trouble Ticket.
5. Fill in the mandatory fields: Title,
Status, Type and customer, Description
of the Symptom, Event Start Type and
Impact of Service.
6. Fill in other relevant information.
7. Click on the Submit Button

Creating Trouble Ticket based on an alarm

Using the Alarm Form
This is the steps to be followed for generating
alarms
1. In the Trouble Ticket form, click on Quick
Launch.
2. The Quick Launch expands to show a Create a
New option.
3. Click on Create a New option and within that
select the Alarm option.
4. An Alarm form opens.
5. Fill in the Alarm Number, Consecutive
Numbers and other relevant
information.
6.
The Alarm
will be created on clicking the
Using
Netact
Submit
button.
In Nokia
NetAct, the user can create a trouble
ticket based on an alarm. When a Trouble
Ticket is created from Nokia NetAct, the
information is automatically entered into the
system. The trouble ticket opens with the
alarm information such as Alarm Number and
Event type. The user can then modify the
request like attach additional alarms to the
request etc.

To assign a Trouble Ticket

1. If user wants to assign the request
to individual users do the following:
In the Additional Information tab,
under Requested Assignee, select a
user.
2. If user wants to assign the trouble
ticket to profile groups do the
following:
In the Additional Information tab,
under Requested Assignee, select a
Profile.
3. If the Trouble Ticket has to be
assigned to different Users or Profiles
for modification only, click on
additional modify users in the
Additional Modification tab.
4. If the trouble ticket has to be
assigned to different Users or Profiles
for reading only, click on additional
read users in the Additional Read
Only tab.
The trouble ticket status is set to
Assigned. Responsible Group or
Responsible Person will be set
depending on the assignment of the
particular user or the
Profile.

To acknowledge an assignment
1. Select a Trouble Ticket where the status is
Assigned.
2. Open the Trouble Ticket either by double
clicking on the selected Trouble
Ticket or by clicking the View button.
3. Click on Acknowledge.
4. Click on modify.
To Analyze a assignment
1. Select a Trouble Ticket where the status
is Acknowledged.
2. Open the Trouble Ticket either by double
clicking on the selected Trouble
Ticket or by clicking the View button.
3. Click on Analyzed.
4. Click on modify.
To Resolve an assignment
1. Click on Resolved in the status menu.
2. In the Problem tab, fill the Actual Cause
and Actual End User Disturbance
Date fields.
3. In the Additional Info tab, fill the Resolved
Group, Resolved Person &
Real Impact on QoS fields.
4. Click Modify button.
Closing Trouble Ticket
When the trouble ticket is in Resolved status
the only the creator of the request will be able
to set the status to Closed.
a. Click on Closed in the status menu.
b. Click Modify button.
Once the request is closed it will not be
available on the agents console

Creating Task from Trouble Ticket

STEPS
1. Click on the Related Activities tab of
TT
2. Under the Task click on the Create
Task from TT button.
3. The form for Task Ticket will be
opened, in the form fill in the
mandatory
4.fields such as Description of Task,
Sequence and the fault type.
5.The Ticket ID and the estimated
time will be automatically set.
6.Fill in other relevant additional
information.
7. Click on the Submit Button.
WO CLOSURE REQUEST
1.It will appear as executed state in
the WO status
2.After which the WO will be checked
for its closure
3.If the issue solved status change will
be of closed is made else the WO is
Assigned back to the ENGINEER
4.Wo closure request will be sent by
the Engineer

NOTE: After Creating WO The first SMS

reaches the Engineer i.e L1
EXAMPLE
WO: TSK-00000009814 KEY: 88D7 ACC:Vodafone PRI:
P1 SITEID: TEST ET: 13/10/09 18:57 SLA: 13/10/09
19:57 TSK-TTL: P1 WO TESTING - ALL LEVELS
AddlInfo: THIS IS A TEST WO FOR ALL LEVELS IN P1
CATEGORY. NE TITL: TEST/MGWM011:TEST

SMS FORMAT OF WO ACCEPTANCE: WO

A<KEY NO>
SMS FORMAT OF ONSITE TRAVEL : WO
O<KEY NO>
SMS FORMAT OF WO CLOSURE
: WO
C<KEY NO>
In PT4 2 SMSES are working they are VODAFONE

Creating Task from Trouble Ticket

STEPS
1. Click on the Related Activities tab of
TT
2. Under the Task click on the Create
Task from TT button.
3. The form for Task Ticket will be
opened, in the form fill in the
mandatory
4.fields such as Description of Task,
Sequence and the fault type.
5.The Ticket ID and the estimated
time will be automatically set.
6.Fill in other relevant additional
information.
7. Click on the Submit Button.
WO CLOSURE REQUEST
1.It will appear as executed state in
the WO status
2.After which the WO will be checked
for its closure
3.If the issue solved status change will
be of closed is made else the WO is
Assigned back to the ENGINEER
4.Wo closure request will be sent by
the Engineer

NOTE: After Creating WO The first SMS

reaches the Engineer i.e L1
EXAMPLE
WO: TSK-00000009814 KEY: 88D7 ACC:Vodafone PRI:
P1 SITEID: TEST ET: 13/10/09 18:57 SLA: 13/10/09
19:57 TSK-TTL: P1 WO TESTING - ALL LEVELS
AddlInfo: THIS IS A TEST WO FOR ALL LEVELS IN P1
CATEGORY. NE TITL: TEST/MGWM011:TEST

SMS FORMAT OF WO ACCEPTANCE: WO

A<KEY NO>
SMS FORMAT OF ONSITE TRAVEL : WO
O<KEY NO>
SMS FORMAT OF WO CLOSURE
: WO
C<KEY NO>
In PT4 2 SMSES are working they are VODAFONE

WORK FORCE MANAGEMENT ID

When WFMS ID appears in PT4 while creating a task it means that the SMS
delivery to FOPS is confirm
For every status change made by FOPS engineer it reflects in the WFMS
status

Predefined Searches in PT4 Filter Menu

MENU ITEM

DESCRIPTION OF PREDEFINED SEARCHES

ALL TICKETS

All Trouble Ticket/Task which are not closed & Withdrawn

Trouble Ticket

All Trouble Ticket having ID prefixed with OP.

Type

User can search for Trouble Tickets based on Network Object defined by customer
such as ADSL & NMS

Task

All Task having ID prefixed with WO.

1. To login in to SWA the URL is http://87.254.204.41

2. There is no SMS details in PT4 like OS3 and that is
Why SWA is used
3. SWA helps in tracking the Status of a particular
TASK

1. SMS delivery status and the message

actually sent can be obtained in SWA
2. Report in required template can very easily
be obtained in SWA
Micros oft Office
Excel 97-2003 Works heet

1.To login in to SWA the URL is http://87.254.204.41

KPI FIELDS IN SWA REPORT