Clarity Ticket Manager User Manual 2.8

User Manual

Clarity Assurance Suite

Document Version: 2.8

Date: 27-Feb-2012

Ticket Manager

Copyright Information

Copyright © Clarity International Pty Ltd (ACN 063 732 883)

2012 All Rights Reserved

All specifications are subject to change without notice. Clarity International assumes noresponsibility for any inaccuracies in this document or for any obligation to updateinformation in this document. Clarity International reserves the right to change, modify,transfer, or otherwise revise this publication without notice.

Document Information

Document History

Version Date Amendment Name Role

2.0 21 May 2010 Updated to include updates from INTTEST-2364. Version released in C10.6.8

Swati Mohanty Technical Writer

2.1 04 Jun 2010 Updated the Faults Inbox chapter and screenshots.Version released in C10.6.9

Swati Mohanty Technical Writer

2.2 14 Feb 2011 Updated Chapter 3 and Chapter 7 to include the changes done for VIVACOMIB -218Also the logo was changed.Document Released for C11.0.0

Jeevanthi Dharmasena

Technical Writer

2

2.3 28 Mar 2011 Included a new Chapter on Reports (Chapter 12)

Document Relased for C11.0.3


Technical Writer

2.4 20 Jun 2011 Updated the copyright information.

Version released for C11.1.0


Technical Writer

2.5 15 Sept 2011 Incorperated the changes done for PTTVII-66.The copyright information/cover page logo was laso updated.

Version released for C11.2.4


Technical Writer

2.6 24 Oct 2011 Updated the document with the copyright clause, about Clarity and also with the latest graphic for the cover page.Version released for C11.2.5.


Technical Writer

Document History


3

2.7 19 Dec 2011 Updated the manual name to Ticket Manager.

Version released for C11.2.7.


Technical Writer

2.8 27 Feb 2012 -Updated the copyright clause to 2012-Incorperated the changes done for PTTPHVIIASSUR-9/17Version released for C11.3.0


Technical Writer

Document History


4

C O N T E N T S

Chapter 1 OverviewTicket Manager Module Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Ticket Manager Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 2 Service Fault QueryService Fault Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Circuit Search Fields tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Service Search Fields tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Services section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Circuits section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Open Faults tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Network Faults tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Fault History tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Escalation Contact Details window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Features of the Service Fault Query window . . . . . . . . . . . . . . . . . . . . . . . . 32

Querying Customer Service Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Service Faults Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Creating a new fault for a service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Chapter 3 Network Fault QueryNetwork Fault Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Cable Core Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

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Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Cable Sheath Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Cable Sheath Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Cable Sheath Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Circuit Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Circuit Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Frame Container Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Frame Container Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Frame Unit Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Frame Appearance Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Infrastructure Connection Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Infrastructure Topology Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Location Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Location Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Network Element Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Network Element Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Port Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Card Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Network Element Alternate Name Query . . . . . . . . . . . . . . . . . . . . . . . . . . 78Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

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For online help only: Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Network Element Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Features of the Network Fault Query Window . . . . . . . . . . . . . . . . . . . . . . 84

Creating Faults for Cable Core Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Creating Faults for Cable Sheath Records . . . . . . . . . . . . . . . . . . . . . . . . . 87

Creating Faults for Card Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Creating Faults for Circuit Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Creating Child Faults for Customer Records . . . . . . . . . . . . . . . . . . . . . . . . 91

Creating Child Faults for Frame Appearance Records . . . . . . . . . . . . . . . . 93

Creating Faults for Frame Container Records . . . . . . . . . . . . . . . . . . . . . . . 94

Creating Faults for Frame Unit Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Creating Faults for Location Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Creating Faults for Network Element Records . . . . . . . . . . . . . . . . . . . . . . . 97

Creating Child Faults for Port Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Creating Child Faults for Service Records . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Viewing the Customers/Services Affected by a Fault . . . . . . . . . . . . . . . . . . 100

Chapter 4 Faults InboxFaults Inbox Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Features of the Faults Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Querying Fault Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Opening Fault Detail Records from Workflow . . . . . . . . . . . . . . . . . . . . . . 115

Viewing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116For online help only: Link Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Chapter 5 Parent Child FaultsParent and Child Faults Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Parent Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Child Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Chapter 6 Trouble Ticket WorkflowTrouble Tickets Work Flow Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

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Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Features of the Trouble Tickets Work Flow Management Window . . . . . . . 128

Querying Trouble Ticket Work Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Opening Trouble Tickets from Work Flow . . . . . . . . . . . . . . . . . . . . . . . . . 130

Chapter 7 Editing FaultsFault Edit Module window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Fault Details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Comments Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Links Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Alias Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Attributes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147Timings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148Work Orders Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Trouble Ticket Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Workflows tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Features of the Fault Edit Module window . . . . . . . . . . . . . . . . . . . . . . . . . 154

Querying Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Creating Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Fault Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Fault Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Fault Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Modifying Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

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Closure and Confirmation of Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Closing Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Confirming Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Viewing Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Creating Trouble Tickets For Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Viewing and Assigning Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Viewing Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Assigning Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Viewing and Establishing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Viewing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Establishing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Linking Faults to Cable Core Selections . . . . . . . . . . . . . . . . . . . . . . . . . 170Creating Parent-Child Fault Relationships . . . . . . . . . . . . . . . . . . . . . . . 172Links Impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Creating Child Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Linking to the same Fault . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Viewing Customer Contact Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Viewing All Fault Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Fault Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Chapter 8 Trouble TicketsTrouble Tickets Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Trouble Ticket Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Trouble Ticket Comments tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Trouble Ticket Links tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Features of the Trouble Tickets Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Querying Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Creating Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Modifying Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Closing Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Viewing All Trouble Ticket Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Chapter 9 Audit TrailAudit Trails Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Planned Events Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Faults Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

9

CONTENTS

For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Chapter 10 Status HistoryStatus Change History Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Chapter 11 Reference Data WindowsReference Data Windows overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Fault Attribute List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Fault Attribute Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Fault Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Fault Cause . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Fault Clearance Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Fault Entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Fault Impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Fault Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Fault States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Fault Timing Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Fault Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Trouble Ticket Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Chapter 12 ReportsReports Generated in Ticket Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Alarm Types Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240For online help only: Sample Report: Alarm Types . . . . . . . . . . . . . . . . . . 241Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Alarm Typing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243For online help only: Sample Report: Alarm Typing . . . . . . . . . . . . . . . . . 243

10

CONTENTS

Fault Details Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244For online help only: Sample Report: Fault Details . . . . . . . . . . . . . . . . . . 245Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Fault Summary Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247For online help only: Sample Report: Fault Held Over Summary . . . . . . . 249Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251For online help only: Sample Report: Service and Associated Faults . . . . . 253Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254For online help only: Sample Report: Summary of Faults by Work Group . 256Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Breakdown Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258For online help only: Sample Report: Breakdown (Fault Cause/Fault Region) 260Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Customer Related Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

Reliability Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271For online help only: Sample Report: Circuit Reliability . . . . . . . . . . . . . . 273Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277For online help only: Sample Report: Summary of Monthly Circuit Reliability 279Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Restoration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284For online help only: Sample Report: Restoration (Region) . . . . . . . . . . . . 286Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Reference Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288For online help only: Sample Report: Fault Impact . . . . . . . . . . . . . . . . . . 290Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

11

CONTENTS

Printing and Storing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

12

C H A P T E R 1

Overview

This section provides an overview of the Ticket Manager module which is part of the Clarity Assurance Suite.

13

OVERVIEWTicket Manager Module Overview

Ticket Manager Module OverviewThe Clarity Ticket Manager module is a fault management tool that enables the resolution of network faults using trouble tickets, and the efficient handling of all telephony/data related faults affecting customer services.

In this module you can produce statistics to measure efficiency and properly allocate resources. High-level network management is possible through status and fault coding. Each code is logged and stamped chronologically and according to status hierarchy.

When a fault occurs, information is entered into Clarity, so that the problem can be identified, monitored and resolved.

14

OVERVIEWTicket Manager Menu

Ticket Manager MenuUse the Clarity Ticket Manager module to resolve network faults using trouble tickets.

The major windows accessed by the Fault Manager users are as follows:

Menu Option Accesses Use window to...

Assurance > Query > Service Faults

Service Fault Query window

Query faults associated with customer service records

Assurance > Query > Network Faults

Network Fault Query window

Query faults associated with cables, frames, circuits, location and network element records

Assurance > Fault Manager> Inbox->Faults

Faults Inbox window

Track faults and problems for a selected work group.

Assurance > Fault Manager> Inbox >Trouble Tickets

Trouble Tickets Work Flow Management window

Track trouble tickets for a selected work group.

Assurance > Fault Manager> Inbox > Fault Hierarchy

Parent and Child Faults window

View faults linked to each other in a parent-child hierarchy.

Assurance > Fault Manager> Fault Maintenance

Fault Edit Module window

Create and edit faults in the database.

Assurance > Fault Manager >Trouble Ticket Maintenance

Trouble Tickets window

Create and view trouble ticket records used to resolve identified network problems.

Assurance > Reference Data

Reference windows Set up default type configuration details. These are referenced using the LOV function.

15

OVERVIEWTicket Manager Menu

Assurance > Reports >Fault Summary Reports

Report windows Display and print specific fault information.

Menu Option Accesses Use window to...

16

C H A P T E R 2

Service Fault Query

This section describes how to use the Service Fault Query window to display all customer service fault information.

17

SERVICE FAULT QUERYService Fault Query Window

Service Fault Query WindowUse this window to query faults associated with customer service records.

To open the Service Fault Query window

• From the Assurance menu, select Query and then click Service Faults.The Service Fault Query window is displayed.

Figure 2–1. The Service Fault Query window

The Service Fault Query window has the following sections:

Section See …

Circuit Search Fields tab page 19

Service Search Fields tab page 20

Services section page 22

Circuits section page 23

18


Circuit Search Fields tab

Use this tab to determine the search conditions for the circuit faults you want to find.

Fields

The fields in the Search Fields section of the Service Fault Query window are:

Open Faults tab page 25

Network Faults tab page 28

Fault History tab page 29

Field Description

Search Criteria The search criteria categories. Use the drop-down list to select one of the following criteria:• Access Connection• Access Topology• Account Number• Alternate Name• Circuit• Circuit Display Name• Customer Abbreviation• Customer Name• Fault Docket ID• Service.Note: Customer Abbreviation is the default search

category.See Service Faults Search Criteria on page 33 for more information on each search criteria.

Search value The value to search for based on the criteria selected in the Search Criteria field. Use the % character as a wildcard.

Table 2–1. Search Fields section of Service Fault Query window; fields

Section See …

19


Buttons

The buttons in the Circuit Search Fields tab of the Service Fault Query window are:

Service Search Fields tab

Use this tab to determine the search conditions for the service faults you want to find.

NoteOn clicking this tab, the search criteria list is updated to reflect the service search fields. All functionality on this form remains the same as for the Circuit Search Fields.

Button Description

Search Retrieves the records that match the search criteria and value.

Clear Clears the value in the Search Value field.

Customer Address Search

Opens the Search by Address window. Use this window to perform complex queries on the customer name and/or address details.

Table 2–2. Circuit Search Fields tab of Service Fault Query window; buttons

20


Fields

The fields in the Service Search Fields tab of the Service Fault Query window are:

Buttons

The buttons in the Search Fields section of the Service Fault Query window are:

Field Description

Search Criteria The search criteria categories. Use the drop-down list to select one of the following criteria:• Service• Customer Abbreviation• Customer Name• Account Number• Fault Docket ID• Internet User Name• Phone Number• AttributesNote: Service is the default search category.See Service Faults Search Criteria on page 33 for more information on each search criteria.

Search Value The value to search for based on the criteria selected in the Search Criteria field. Use the % character as a wildcard.

Table 2–3. Service Search Fields tab of Service Fault Query window; fields

Button Description



Table 2–4. Search Fields section of Service Fault Query window; buttons (sheet 1 of 2)

21


Services section

Use this section to view the results of the query specified in the search fields.

Fields

The fields in the Services section of the Service Fault Query window are:

Customer Address Search

Opens the Search by Address window. Use this window to perform complex queries on the customer name and/or address details.

Field Description

Service The service identifier, e.g. phone, internet, circuit.

Customer Name The name of the customer that leases the service.Double-click this field to display the Customer Accounts window. Refer to the Getting Started With Clarity OSS User Manual for more information about this window.

Cust Type The customer profile type, e.g. Residential.

Account The customer’s account number,

Table 2–5. Services section of Service Fault Query window; fields (sheet 1 of 2)

Button Description

Table 2–4. Search Fields section of Service Fault Query window; buttons (sheet 2 of 2)

22


Buttons

The buttons in the Services section of the Service Fault Query window are:

Circuits section

Use this section to view results of the query specified in the search fields. Click on a Service ID in the Services area to view related circuit details in the Circuits area of the Service Fault Query window.

Fields

The fields in the Circuits area of the Service Fault Query window are:

Service Type The type of service that is supplied.

Status The status of the service, e.g. proposed, inservice.

Status Date The date the status was last changed.

Speed The speed of operation for this service.

Total Records the total number of service fault records displayed on query.

Button Description

New Fault Opens the Fault Creation Docket window. Use this window to create a new fault for the selected service. See Creating a new fault for a service on page 36 for more information.

Table 2–6. Services section of Service Fault Query window; buttons

Field Description

Display Name The name of the circuit.

Table 2–7. Circuits section of Service Fault Query window; fields (sheet 1 of 2)

Field Description

Table 2–5. Services section of Service Fault Query window; fields (sheet 2 of 2)

23


Customer Name The name of the customer that leases the service.Double-click this field to display the Customer Accounts window. Refer to Getting Started with Clarity OSS for more information about this window.

Cust Type The customer profile type, e.g. Residential.

Account The customer’s account number.

Service Type The type of service that is supplied, e.g. PSTN.

Status The status of the service, e.g. proposed, inservice.

Type The circuit type, e.g. phone, internet, bearer, leased line, etc.Double-click this field to view more details about the the source record, e.g. if the type is Phone or Bearer, the Circuit Editing window is displayed. Refer to the Clarity Inventory Suite Reference for more information about circuit editing.

Speed The speed of operation for this service.

PE Planned Events (PE) are associated with this circuit if this box is checked.

Total Records the total number of circuits faults displayed on query.

Field Description

Table 2–7. Circuits section of Service Fault Query window; fields (sheet 2 of 2)

24


Buttons

The buttons in the Circuits section of the Service Fault Query window are:

Open Faults tab

Use this tab to view any open faults found by the query.

NoteDouble-click any field in this section to open the Fault Edit Module window. See Editing Faults on page 131 for more information.

Button Description

New Fault Opens the Fault Creation Docket window. Use this window to create a new fault for the selected service. See Creating a new fault for a service on page 36 for more information.

View PE Opens the Planned Events window. Use this window to check planned events for the selected circuit. Double-click a Planned Event record in this window to access all the details in the Planned Event Details window. Refer to the Clarity Inventory Suite user manual for more information about Planned Events.

Note: When the user clicks the View PE button the following error message may be displayed "Please choose a circuit that has a Planned Event"

Launch SLA Manager Opens the Service Level Agreements Manager application. See the SLA Manager User Manual for more information about using the SLA Manager.

Escalation Contacts Opens the Escalation Contact Details window (see Escalation Contact Details window on page 30).

Table 2–8. Circuits section of Service Fault Query window; buttons

25


Fields

The fields in the Open Faults tab of the Service Fault Query window are:

Field Description

Number The fault docket identifier. Double-click to launch the Fault Edit Module window in the context of the fault selected.

Status The status of the fault.

Priority The priority assigned to the fault.

Reported By The name of the person or department that reported the fault.

Reported On The date the fault was reported.

Fault Cause The main cause of the fault, e.g. Busy Tone, No Reply, etc.

Outage The length of time in hours and minutes that the fault has remained open.

Type Indicates if the fault was reported by the customer.

Description A full description of the fault. Note: To see all of the information in this field, click in

the field and then press Ctrl+E to open the Editor window.

Total Records the total number of open faults.

Table 2–9. The Service Fault Query/Open Faults tab window- fields

26


Buttons

The buttons in the Open Faults tab of the Service Fault Query window are:

Button Description

Launch Test Results Opens the Test Result window.Use this window to view all the tests performed to identify and resolve the selected fault. See the Test Manager User Manual for more information.

Fault Comments Opens the View the Fault Comments window.Use this window to view all the comments that have been entered for the selected fault.

All Comments Opens the View all the Comments window.Use this window to view all of the comments for all of the fault records displayed in the Existing Fault Details section.

Table 2–10. Open Faults tab of Service Fault Query window; buttons

27


Network Faults tab

Use this tab to view any network faults found by the query.

Fields

The fields in the Network Faults tab of the Service Fault Query window are:

Field Description

Number The fault id number.

Status The status of the network fault, e.g. Open, Closed.

Priority The priority assigned to the network fault.


Reported On The date the fault was reported.

Fault Cause The main cause of the fault.

Outage The length of time in hours and minutes that the fault has remained open.

Type Indicates if the fault was reported by the customer.



Total Records the total number of network faults displayed.

Table 2–11. The Service Fault Query/Network Faults tab window - fields

28


Fault History tab

Use this tab to view the history of faults found by the query.

Fields

The fields in the Fault History tab of the Service Fault Query window are:

Field Description

Number The fault docket identifier.

Reported Date The date the fault was reported.


Cleared Date The date the fault was set to closed.

Confirmed Date The date this fault was confirmed as closed by the customer.




Relation The relationship of the current fault. If this fault is a parent, PARENT is displayed. If this fault is a child to a parent fault, CHILD is displayed. If the fault has no relationship with other faults, this field is blank.

Table 2–12. The Service Fault Query/Fault History tab window - fields

29


Escalation Contact Details window

The Escalation Contact Details window is used to determine the hierarchical list of escalation contact details.

The form lists escalation contacts by lowest level first, i.e. level 4.

To open the Escalation Contact Details window

Either :1 From the Assurance menu, select Reference Data and then click

Escalation Contact. The Escalation Contact Details window displays.

OR1 From the Assurance menu, select Query and then click Service Faults.The

Service Fault Query window is displayed.2 Search to find a Service Fault.3 Click in the Escalation Contacts button. The Escalation Contact Details

window displays.

Figure 2–2. The Escalation Contact Details window

30


Fields

The fields in the Escalation Contact Details window are:

Field Description

Exchange Code The code that represents the exchange.

Level The level of escalation, for example 1,2 and so on.

Work Group The work group to which the fault is allocated.

Contact Number The contact number for that work group.

Comment Additional comments.

Table 2–13. The Escalation Contact Details window - fields

31

SERVICE FAULT QUERYFeatures of the Service Fault Query window

Features of the Service Fault Query windowThe features of the Service Fault Query window are:

Feature See ...

Service Fault Query Features

Opening the Service Fault Query window page 18

Querying customer service faults page 33

Creating a new fault for a service page 36

32

SERVICE FAULT QUERYQuerying Customer Service Faults

Querying Customer Service FaultsThe following procedures describes how to search for customer service faults in the Service Fault Query window.

To query a service fault record

1 Open the Service Fault Query window.See Service Fault Query Window on page 18 for more information.

2 Select your search criteria and enter a value in the Search Value field.3 Click the Search button.

All matching records are displayed.

Service Faults Search Criteria

You can perform queries using the following search criteria:

Search Criteria Description

Circuit Search Fields tab

Access Connection Use the List of Values to search for a valid data connection.The List of Value window displays the Name of the access connection, the status of the connection and the name of the customer.

Access Topology Use the List of values to search for a valid topology.The List of Value window displays the Name of the topology, the status and the name of the customer.

Account Number Use the List of Values to search for a valid account number. The List of Value window displays the account number, status and customer abbreviation.

Alternate Name Use List of Values to search a list of alternate circuit names. The list of value window displays the alternate circuit name, the circuit name type of service and the original circuit name.

Table 2–14. Search Criteria for the Service Fault Query window (sheet 1 of 3)

33


Circuit Use List of Values to search for a valid circuit name.The list of value window displays the circuit name, the circuit type, the circuit status and the inservice date.

Circuit Display Name Use List of Values to search for a valid circuit display name.The list of value window displays the circuit displays the circuit display name, the circuit type, the circuit status and the in service date.

Customer Abbreviation Use List of Values to search for a valid customer abbreviation (short name).The List of Values displays the customer full name and the customer short name (or) Abbreviated Name.

Customer Name Use List of Values to search for a valid customer name.The list of value window displays the customer full name and the customer short name.

Fault Docket ID Use List of Values to search for a valid fault id.The list of value window displays the fault docket id and the description of the fault.

Service Use List of Values to search for a valid service id.The List of Values displays the Service ID, the customer ID, the service type,service name and the service status.

Service Search Fields

Service Use List of Values to search for a valid service id.The List of Values displays the Service ID, the customer ID, the service type,service name, and the service status.



34


Customer Abbreviation Use List of Values to search for a valid customer abbreviation (short name).The list of value window displays the customer full name and the customer short name

Customer Name Use List of Values to search for a valid customer name.The list of value window displays the customer full name and the customer short name.

Account Number Use List of Values to search for a valid account number. The list of value window displays the account number, status and customer name.

Fault Docket ID Use List of Values to search for a valid fault id.The list of value window displays the fault docket id and the description of the fault.

Internet Username Free text field.

Phone Number Use List of Values to search for a valid phone number.

Attributes Use List of Values to search for a service attribute. The attribute value should also be entered in the Service Fault Query window.



35

SERVICE FAULT QUERYCreating a new fault for a service

Creating a new fault for a serviceThe following procedure describes how to create a new fault for a service record.

To create a new fault for a service

1 Query a customer’s service fault record.See Querying Customer Service Faults on page 33 for more information.

2 Click the New Fault button.The Fault Docket Creation window is displayed.

3 In the Reported By field, enter the name of the person or department that reported the fault.

4 If required, enter a contact name in the Contact field.5 Use the LOV to enter the Priority, Work Group and Fault Cause fields.6 Enter a full description of the fault in the Description field.

HintClick in this field and press Ctrl+E to open the Editor window.

7 In the Fault link to field, use the drop-down list to select whether the fault will be linked to the customer or the circuit/service. Select a Fault Type.

8 If required, use LOV to select a region code for the fault.9 Click the Save button

A message confirming fault creation is displayed.

Figure 2–3. The Fault Docket Creation window

36

C H A P T E R 3

Network Fault Query

This section describes how to use the Network Fault Query window to view faults associated with a network element, frame container, cable sheath, cable core, circuit, and location records.

37

NETWORK FAULT QUERYNetwork Fault Query Window

Network Fault Query WindowUse this window to query faults associated with cables, frames, circuits, location and network element records.

To open the Network Fault Query window

• From the Assurance menu, select Query and then click Network Faults.The Network Fault Query window is displayed.

The fields in the Network Fault Query window change depending upon the search criteria selected. The major categories are:

Search Criteria See ...

Cable Core page 39

Cable Sheath page 45

Circuit page 47

Frame Container page 52

Location page 57

Network Element page 71

NE Alternate Name page 78

38

NETWORK FAULT QUERYCable Core Query

Cable Core QueryThe following procedure describes how to search for faults that are related to cable core records.

To search for fault details related to cable core records

1 Open the Network Fault Query window.See Network Fault Query Window on page 38 for more information.

2 Select Cable Core from the search criteria drop-down list.The Cable Core Number and Type fields are displayed in the Search Fields area.

3 Click in either field and use the List of Values to select a valid cable core number/type.

4 Then click Search.All matching records are displayed in the Cable Sheath tab.

Figure 3–1. Cable Core query; Network Fault Query window

39


Search Fields Section

Fields

The fields in the Search Fields are:

Cable Sheath Section

The Cable Sheath tab is displayed in the Network Fault Query window when you search for faults that are related to cable core or cable sheath records.

Fields

The fields in the Cable Sheath tab are:

Field Description

Cable Core Number The number of cable cores.

Type The type of cable core.

Table 3–1. Search Fields section; fields

Field Description

Details

Name The cable sheath name.

Type The cable sheath type. Cable sheath types help identify the purpose of a cable sheath, e.g. spur, main, etc.

Status The current status of the cable sheath. For example:• Spare• Planned• Commissioned• In Service• Out of Service.

Table 3–2. Cable Sheath section; fields (sheet 1 of 3)

40


Measured Length The length of the cable. The default measurement unit is set up in the Application Variables window. The variable name is gis_default_distance_units.

Total Displays the total number of records retrieved.

Cable Core Details

Fault A flag that indicates if there is a a fault attached to this record.

Number The cable core number.

Type Indicates whether the cable has terminated on a network element or a frame.

From Define the first number of the cable core selection.

To Define the last number of the cable core selection.

Select If this check box is selected, the corresponding cable core is selected.

Existing Fault DetailsDouble-click any field in this section to open the Fault Edit Module window. See Editing Faults on page 131 for more information.

Number The unique identifier of the fault.

Status The current fault status, e.g. Open.


Reported By The name of the user who reported the fault.

Reported On The date the report was reported.

Fault Cause The nature of the fault, e.g. antenna direction.

Field Description


41


Buttons

The buttons in the Cable Sheath section are:

Outage The total outage time from the date the fault was reported. Outage time is measured in minutes.Total waiting time = waiting end time - waiting start time


Type The fault type.

Description Free text field that further describes the fault.

Total Total number of Cable fault records retrieved on query.

Button Description

Search Fields



Table 3–3. Cable Sheath section; buttons (sheet 1 of 3)

Field Description


42


Address Search Opens the Search by Address window. Use this window to perform complex queries on the customer name and/or address details.

Details

Create Fault Opens the Fault Edit Module window.Use this window to create a new fault for the selected record. See Creating Faults for Cable Sheath Records on page 87 for more information.

Affected Cust/Serv Opens the Affected Customer/Service Details window.Use this window to view the customers and services that are affected by a fault, and to also view the service level agreement for those affected. See Viewing the Customers/Services Affected by a Fault on page 100 for more information.

History Opens the Faults History window.Use this window to view the fault history for the selected cable sheath record.

Button Description


43


History Report Opens the Clarity Report Launcher to generate a history report.

Existing Fault Details


Button Description


44

NETWORK FAULT QUERYCable Sheath Query

Cable Sheath QueryThe following procedure describes how to search for faults that are related to cable sheath records.

To search for fault details related to cable sheath records


2 Select Cable Sheath from the search criteria drop-down list.The Cable Sheath Name and Type fields are displayed in the Search Fields section.

3 Click in either field and use the list of Values to select a value.4 Click the Search button.

All matching records are displayed in the Cable Sheath tab.

Figure 3–2. Cable Sheath section; Network Fault Query window

45

NETWORK FAULT QUERYCable Sheath Query


Fields

The fields in the Search Fields section are:

Cable Sheath Section

The Cable Sheath section is displayed in the Network Fault Query window when you search for faults that are related to cable core or cable sheath records. See Cable Sheath Section on page 40 for more information about the fields in this section.

Field Description

Cable Sheath Name The name of the cable sheath.

Type The type of cable sheath.


46

NETWORK FAULT QUERYCircuit Query

Circuit QueryThe following procedure describes how to search for faults that are related to circuits.

To search for fault details related to circuit records


2 Select Circuit from the search criteria drop-down list.The Card Name and Card Type fields are displayed in the Search Fields section.

3 Click in either field and use the LOV button to select a value.4 Click the Search button.

All matching records are displayed in the Circuit section.

Figure 3–3. Circuit section; Network Fault Query window

47



Fields


Circuit Section

The Circuit section is displayed in the Network Fault Query window when you search for faults that are related to circuit records.

Fields

The fields in the Circuit section are:

Field Description

Circuit Name The name of the circuit.

Circuit Type The type of the circuit.


Field Description

DetailsDouble-click any field in this section to display the Circuit Editing window. Refer to the Configuration Manager User Manual for more information about this window.

Type The type of circuit (e.g. leased, bearer, etc.)

Name The name of the circuit.

Status The current status of the circuit.

Speed The speed of operation for this circuit.

Service Type The type of service supplied on the circuit.

Table 3–6. Circuit section; fields (sheet 1 of 2)

48


Customer Name The name of the customer that owns or leases the circuit.

Cust Type The customer’s category (e.g. carrier)

Alternate Circuit Name

Type The grouping for the alternate circuit name (e.g. Other Carrier).

Name The alternate name for the circuit.



Status The current fault status (e.g. Open).




Fault Cause The cause of the fault (e.g. broken antenna).



Type The type of fault.


Field Description

Table 3–6. Circuit section; fields (sheet 2 of 2)

49


Buttons

The buttons in the Circuit section are:

Button Description

Search Fields




Details

Create Fault Opens the Fault Edit Module window.Use this window to create a new fault for the selected record. See Creating Faults for Network Element Records on page 97 for more information.



Table 3–7. Circuit section; buttons (sheet 1 of 2)

50


History Opens the Faults History window.Use this window to view the fault history for the selected circuit record.


Fault Comments Opens the View All Comments window.Use this window to view all the comments that have been entered for the selected fault.

Button Description

Table 3–7. Circuit section; buttons (sheet 2 of 2)

51

NETWORK FAULT QUERYFrame Container Query

Frame Container QueryThe following procedure describes how to search for faults that are related to frame container records.

A frame consists of one container that is configured with frame units and frame appearances which represent the actual physical connection points (either electrical or optical).

To search for fault details related to frame container records


2 Select Frame Container from the search criteria drop-down list.The Frame Container Name, Location and Type fields are displayed in the Search Fields section.

3 Click in any of these fields and then use the LOV button to select a value.4 Click the Search button.

All matching records are displayed in the Frame Container section.

Figure 3–4. Frame Container section; Network Fault Query window

52



Fields


Frame Container Section

The Frame Container section is displayed in the Network Fault Query window when you search for faults that are related to frame container or frame unit records.

Fields

The fields in the Frame Container section are:

Field Description

Type The type of the frame container

Location The type of the frame container.

Index An index number for the frame container.


Field Description

Details

Container The frame container name.

Type The frame container type, e.g. MDF, cabinet, etc.

Location The location of the frame container.

Index The instance of the frame container at the location, e.g. there may be 2 instances of a frame container at location A1.

Table 3–9. Frame Container section; fields (sheet 1 of 3)

53


Frame Units

The records displayed are related to the selected frame container record.You can search for a particular frame unit record by entering search criteria in the Name and Position fields at the top of this section and then clicking the Search button.


Name The name of the frame unit

Position The unit position in the frame or rack.

Description A further description of the frame unit.

Frame Appearances

The records displayed are related to the selected frame unit record.You can search for a particular frame appearance record by entering search criteria in the Position and Side fields at the top of this section and then clicking the Search button.


Position The position in the unit.

Side Indicates whether the appearance is at the Front or Rear of the frame.

Usage The usage at the specified position. Either:• Optical• Electrical

Circuit Name The name of the circuit reserving the frame appearance.

Status The status of the circuit.

Field Description


54


Buttons

The buttons in the Frame Container section are:







Nature of Fault The nature of the fault (e.g. antenna direction).




Button Description

Search Fields


Table 3–10. Frame Container section; buttons (sheet 1 of 3)

Field Description


55




Details

Create Fault Opens the Fault Edit Module window.Use this window to create a new fault for the selected record. See Creating Faults for Frame Container Records on page 94 for more information.


History Opens the Faults History window.Use this window to view the fault history for the selected frame container record.

Button Description


56


Frame Unit Query

The following procedures describe how to search for faults that are related to frame unit records.

To search for fault details related to frame unit records

1 Search for the parent Frame Container record.See Frame Container Query on page 52 for more information.

2 Select the parent frame container record.The child Frame Unit records are displayed in the Frame Units section.

3 To display a specific frame unit record, enter your search criteria in the Name and Position fields at the top of the Frame Units section


Create Frame Appearance Child Fault

Opens the Child Faults window.Use this window to create a Frame Appearance Child Fault. See Creating Child Faults for Frame Appearance Records on page 93 for more information.

Frame Units

Click to search for frame unit records that match your search criteria. See Frame Unit Query on page 57 for more information.

Frame Appearances

Click to search for frame appearance records that match your search criteria. See Frame Appearance Query on page 58 for more information.



Button Description


57


4 Click the Search button.Frame unit records matching the search criteria are displayed.

Frame Appearance Query

The following procedures describe how to search for faults that are related to frame appearance records.

To search for fault details related to frame appearance records

1 Search for the parent Frame Container record.See Frame Container Query on page 52 for more information.

2 Select the parent frame container record.The child frame unit records are displayed in the Frame Units section.

3 To display a specific frame unit record, enter your search criteria in the Name and Position fields at the top of the Frame Units section.

4 Click the Search button.Frame unit records matching the search criteria are displayed.

5 Select the parent frame unit record.The child frame appearance records are displayed in the Frame Appearance section.

6 To display a specific frame appearance record, enter your search criteria in the Position and Side fields at the top of the Frame Appearance section

7 Click the Search button.Frame appearance records matching the search criteria are displayed.

58

NETWORK FAULT QUERYInfrastructure Connection Query

Infrastructure Connection QueryThe following procedure describes how to search for faults that are related to infrastructure records.

To search for fault details that are related to infrastructure connections.


2 Select Infrastructure Connection from the Search Criteria list.The Connection Name and Connection Type fields are displayed in the Search Fields area.

3 Click in either of these fields and then use the List of Values to select the required connection name and the connection type.

4 Click the Search button.All matching records are displayed in the Infrastructure Connection tab.

Figure 3–5. The Network Fault Query window - the Infrastructure Connection query.

59


Fields

Field Description

Search Fields area

Search Criteria Select Infrastructure Connection from the list.

Connection Name The name of the infrastructure connection.

Connection Type The type of the data connection. The List of Values is derived from the Connection Types reference data window.

Infrastructure Connections area

Flt This check box is selected if the queried connection is associated with a fault. The fault details are displayed in the Existing Fault Details area.

Type The type of the infrastructure connection.

Status Describes the current state of the connection.

Customer The name of the customer using the connection.

Infrastructure Connection Section area

Flt This check box is selected if the displayed connection class is associated with a fault. The fault details are displayed in the Existing Fault Details area.

Connection Class The class of the connection.

Entity Details The details of the main entity involved in the fault.

Existing Fault Details area

Table 3–11. The Network Fault Query window - the Infrastructure Connection query

60


Buttons

See Table 3–15 on page 69 for the button descriptions for this view.

Number The unique identifier of the fault. This number isautomatically generated by the Clarity system when yousave a new fault record, in the Fault Edit Module window.

Status The status of the fault, e.g. Open, Acknowledged.

Priority Priority of the fault and associated actions.

Reported By Name of the person that reported the fault.

Reported On The date and time that the fault was reported.

Fault cause The identified cause of the fault.

Outage The length of time in hours and minutes that the faulthas remained open.

Relation The relationship of the current fault. If this fault is aparent, PARENT is displayed. If this fault is a child to aparent fault, CHILD is displayed. If the fault has norelationship with other faults, this field is blank.

Type The fault type. Used to determine what kind of fault AMS,the service desk or the user has selected.

Description The description of the fault.

Field Description

Table 3–11. The Network Fault Query window - the Infrastructure Connection query

61

NETWORK FAULT QUERYInfrastructure Topology Query

Infrastructure Topology QueryThe following procedure describes how to search for faults that are related to infrastructure topology.

To search for fault details that are related to infrastructure connections.


2 Select Infrastructure Topology from the Search Criteria list.The Topology Name and Topology Type fields are displayed in the Search Fields area.

3 Click in either of these fields and then use the List of Values to select the required connection name and the connection type.

4 Click the Search button.All matching records are displayed in the Infrastructure Topology tab.

Figure 3–6. The Network Fault Query window - the Infrastructure Topology query.

62


Fields

Field Description

Search Fields area

Search Criteria Select Infrastructure Topology from the list.

Topology Name The unique name of the topology. Topologies are created in Service Manager using pre-configured business rules.

Topology Type The type of the topology. These user defined types are mapped to a Clarity function in the Topology Types reference data window.

Infrastructure Topology area

Flt This check box is selected if the queried topology is associated with a fault. The fault details are displayed in the Existing Fault Details area.

Name The type of the topology. These user defined types are mapped to a Clarity function in the Topology Types reference data window.

Type The type of the topology. These user defined types are mapped to a Clarity function in the Topology Types reference data window.

Status Describes the current stage in the topology life cycle.

Customer The customer which owns the topology. For infrastructuretopologies the customer is usually the carrier (or aninternal business unit).

Topology Objects area

Flt This check box is selected if the displayed connection class is associated with a fault. The fault details are displayed in the Existing Fault Details area.

Table 3–12. The Network Fault Query window - the Infrastructure Topology query.

63


Connection Class The class of the topology object. Possible topology objects are:• Network Elements - NEs are the maincomponents of a topology. A topology with onlynetwork elements assumes that all networkelements are connected.• Connections make up theconnectivity between network elements.• •Circuits - Where Connections are not available itis possible to use circuits for connectivity.• Topologies - In most cases there will be at leastone Topology object present. They representother sections of the network that interact with thecurrent topology.• Clouds - A valid substitute - for topologies. Theycan be used when the provider has noknowledge or no interest in other networks.• Generic Objects - Can be used to representdistinct objects for which information is notknown or irrelevant. In some cases they may beused as substitutes for Network Elements.

Entity Details The details of the main entity involved in the fault.

Existing Fault Details area

Number The unique identifier of the fault. This number isautomatically generated by the Clarity system when yousave a new fault record, in the Fault Edit Module window.

Status The status of the fault, e.g. Open, Acknowledged.



Field Description


64


Reported On The date and time that the fault was reported.

Fault cause The identified cause of the fault.

Outage The length of time in hours and minutes that the faulthas remained open.

Relation The relationship of the current fault. If this fault is aparent, PARENT is displayed. If this fault is a child to aparent fault, CHILD is displayed. If the fault has norelationship with other faults, this field is blank.

Type The fault type. Used to determine what kind of fault AMS,the service desk or the user has selected.

Description The description of the fault.

Field Description


65

NETWORK FAULT QUERYLocation Query

Location QueryThe following procedure describes how to search for faults that are related to location records.

To search for fault details related to location records


2 Select Location from the search criteria drop-down list.The Location/Site Code and Location Type fields are displayed in the Search Fields section.

3 Click in one of these fields/or both and then use the LOV button to select a value.

4 Click the Search button.All matching records are displayed in the Location section.

Figure 3–7. Location section; Network Fault Query window

66



Fields


Location Section

The Location section is displayed in the Network Fault Query window when you search for faults that are related to location records.

Fields

The fields in the Location section are:

Field Description

Location/ Site Code The unique location or site code.

Location Type The type of location.


Field Description

DetailsDouble-click any field in this section to open the Location window. Refer to the Getting Started With Clarity OSS manual for more information about this window.

Code Unique location/site code.

Type Classification of location (e.g. nodes, admin, customer, other Carrier etc.).

Region The region that the location is assigned to.

Area Code The charging area that the location is assigned to.

Description A further description of the location.

Table 3–14. Location section; fields (sheet 1 of 2)

67


Address

Address The addresses for the selected location/site record.











Field Description

Table 3–14. Location section; fields (sheet 2 of 2)

68


Buttons

The buttons in the Location section are:

Button Description

Search Fields



Address Search Opens the Search by Address window. Use this window to perform complex queries on the location address details.

Details

Create Fault Opens the Fault Edit Module window.Use this window to create a new fault for the selected record. See Creating Faults for Location Records on page 96 for more information.


Table 3–15. Location section; buttons (sheet 1 of 2)

69


History Opens the Faults History window.Use this window to view the fault history for the selected location record.




Button Description

Table 3–15. Location section; buttons (sheet 2 of 2)

70

NETWORK FAULT QUERYNetwork Element Query

Network Element QueryThe following procedure describes how to search for faults that are related to network element records.

To search for fault details related to network element records


2 Select Network Element from the search criteria drop-down list.The Equipment Type, Equipment Location and Exchange Code fields are displayed in the Search Fields section.

3 Click in any of these fields and then use the LOV button to select a value.4 Click the Search button.

All matching records are displayed in the Network Element section.

Figure 3–8. Network Element section; Network Fault Query window

71



Fields


Network Element Section

The Network Element section is displayed in the Network Fault Query window when you search for faults that are related to network element records.

Fields

The fields in the Network Element section are:

Field Description

Equipment Type The type of equipment.

Equipment Location The location of the equipment.

Equipment Code The exchange code for the location of the network element.


Field Description

NEDouble-click any field in this section to display the Network Element window. Refer to the Configuration Manager User Manual for more information about this window.

Network Element The unique identifier of the network element. This value is a concatenation of the network element’s Type, Location, and Index values.

Status The current status of the network element.

Exchange Code The exchange code for the location of the network element.

Table 3–17. Network Element section; fields (sheet 1 of 3)

72


Cards


Type The type of card.

Slot The physical slot in the equipment chassis that the card occupies.

Status Current status of the card (e.g. Inservice).

Select Check this box to select the corresponding card record.

Select All Check this box to select all of the displayed card records.

Total Total number of records retrieved.

Ports


Name The port name.

Status Current status of the port (e.g. Inservice).

Circuit Name of the circuit using this port.

Circuit Status Current status of the circuit.




Field Description


73


Buttons

The buttons in the Network Element section are:








Button Description

Search Fields



Table 3–18. Network Element section; buttons (sheet 1 of 3)

Field Description


74


Address Search Opens the Search by Address window. Use this window to perform complex queries on the address location details.

Details



History Opens the Faults History window.Use this window to view the fault history for the selected network element record.

Button Description


75


Port Query

The following procedures describe how to search for faults that are related to port records.

To search for fault details related to port records

1 Search for the parent network element record.See Network Element Query on page 71 for more information.

2 Select the parent network element record.The child card records are displayed in the Cards section.

3 To display a specific card record, enter your search criteria in the Type and Slot fields at the top of the Cards section.


Cards

Click to search for card records that match your search criteria. See Circuit Query on page 47 for more information.

Faulty Cards Click to check to see if any faulty cards exist.

Ports

Click to search for port records that match your search criteria. See Port Query on page 76 for more information.

Create Port Child Faults

Click on this button to create a port child fault and open the Child Faults window. See Creating Child Faults for Port Records on page 98 for more information.



Button Description


76


4 Click the Search button.Card records matching the search criteria are displayed.

5 Select the parent card record.The child port records are displayed in the Ports section.

6 To display a specific port record, enter your search criteria in the Name field at the top of the Port section.

7 Click the Search button.Port records matching the search criteria are displayed.

Card Query

The following procedures describe how to search for faults that are related to card records.

To search for fault details related to card records

1 Search for the parent network element record.See Network Element Query on page 71 for more information.

2 Select the parent network element record.The child card records are displayed in the Cards section.

3 To display a specific card record, enter your search criteria in the Type and Slot fields at the top of the Cards section.

4 Click the Search button.Card records matching the search criteria are displayed.

77

NETWORK FAULT QUERYNetwork Element Alternate Name Query

Network Element Alternate Name QueryThe following procedure describes how to search for faults that use equipment alternate names related to network element records.

To search for fault details related to network element alternate name records


2 Select NE Alternate Name from the search criteria drop-down list.The Equipment Alternate Name field is displayed in the Search Fields section.

3 Click in the field and then use the LOV button to select a value.4 Click the Search button.

All matching records are displayed in the Network Element, Cards, and Ports sections.

Figure 3–9. Network Element section; Network Fault Query window

78



Field

The field in the Search Fields section are:

Network Element Section

The Network Element section is displayed in the Network Fault Query window when you search for faults that are related to network element records.

Fields

The fields in the Network Element section are:

Field Description

Equipment Alternate Name

The alternate name for the equipment.

Table 3–19. Search Fields section; field

Field Description

NEDouble-click any field in this section to display the Network Element window. Refer to the Configuration Manager User Manual for more information about this window.

Network Element The unique identifier of the network element. This value is a concatenation of the network element’s Type, Location, and Index values.

Status The current status of the network element.

Exchange Code The exchange code for the location of the network element.

Cards



79


Type The type of card.

Slot The physical slot in the equipment chassis that the card occupies.

Status Current status of the card (e.g. Inservice).



Ports


Name The port name.

Status Current status of the port (e.g. Inservice).

Circuit Name of the circuit using this port.

Circuit Status Current status of the circuit.







Field Description


80


Buttons

The buttons in the Network Element section are:







Button Description

Search Fields




Field Description


81


Address Search Opens the Search by Address window. Use this window to perform complex queries on the address location details.

Details



History Opens the Faults History window.Use this window to view the fault history for the selected network element record.

Button Description


82



Cards

Click to search for card records that match your search criteria. See Circuit Query on page 47 for more information.

Faulty Cards Click to check to see if any faulty cards exist.

Ports

Click to search for port records that match your search criteria. See Port Query on page 76 for more information.

Create Port Child Faults

Click on this button to create a port child fault and open the Child Faults window.



Button Description


83

NETWORK FAULT QUERYFeatures of the Network Fault Query Window

Features of the Network Fault Query WindowThe features of the Network Fault Query window are:

Feature See ...

Opening the Network Fault Query window page 38

Searching for faults related to:

- Cable Core records page 39

- Cable Sheath records page 45

- Card records page 47

- Circuit records page 47

- Frame Container records page 52

- Frame Unit records page 57

- Frame Appearance records page 58

- Location records page 57

- Network Element records page 71

- Port records page 76

- NE Alternate Name records page 78

Creating new faults for:

- Cable Core records page 86

- Cable Sheath records page 87

- Card records page 88

- Circuit records page 90

- Customer records page 91

84

NETWORK FAULT QUERYFeatures of the Network Fault Query Window

- Frame appearance records page 93

- Frame Container records page 94

- Frame Unit records page 95

- Location records page 96

- Network Element records page 97

- Port records page 98

- Service details records page 98

Viewing the Customers/Services Affected by a Fault

page 100

Feature See ...

85

NETWORK FAULT QUERYCreating Faults for Cable Core Records

Creating Faults for Cable Core RecordsThe following procedure describes how to create a fault that is associated with an existing cable core record.

To create a fault for a cable core record:

1 Query a cable core record.See Cable Core Query on page 39 for more information.

2 Select the required cable core/cores displayed in the Cable Core Details area.

NoteYou have the option to individually select a cable core, bulk select cable cores by selecting the Select All check box, or select a range of cable cores.

3 If using the Range option, enter the range in the From and To fields and then click Select. If you need to discard the selection, click Deselect.

4 To create a fault, click Create Fault.The Fault Edit Module window is displayed.

5 Enter the mandatory fields in the Fault Details section.See Fault Details area on page 133 for more information.

6 Click Save.The fault record is created and saved to the database.

86

NETWORK FAULT QUERYCreating Faults for Cable Sheath Records

Creating Faults for Cable Sheath RecordsThe following procedure describes how to create a new fault that is associated with an existing cable sheath record.

To create a fault for a cable sheath record:

1 Query a cable sheath record.See Cable Sheath Query on page 45 for more information.

2 Select the required cable core/cores displayed in the Cable Core Details area.

NoteYou have the option to:

– individually select a cable core, by selecting its corresponding, Select check box,

– bulk select cable cores by selecting the Select All check box– select a range of cable cores.

3 If using the Range option, enter the range in the From and To fields and then click Select. If you need to discard the selection, click Deselect.

4 To create a fault, click Create Fault.The Fault Edit Module window is displayed.


6 Click Save.The fault record is created and saved to the database.

87

NETWORK FAULT QUERYCreating Faults for Card Records

Creating Faults for Card RecordsThe following procedure describes how to create a new fault that is associated with existing card records.

To create a fault for card records:

1 Query a network element record.See Network Element Query on page 71 for more information.

2 Click the Select box next to the card records with the fault.If the fault is associated with all of the card records, click the Select All box.

3 Click the Create Fault button.The Fault Docket Creation window is displayed.

4 In the Reported By field, enter the name of the person or department that reported the fault.

5 If required, enter a contact name in the Contact field.

NoteClick the Customer Reported check box if the fault was reported by the customer.

6 Use the LOV to enter the Priority, Work Group and Fault Cause fields.7 Enter a full description of the fault in the Description field.

HintClick in this field and press Ctrl+E to open the Editor window.

8 If required, use LOV to select a region code for the fault.

88

NETWORK FAULT QUERYCreating Faults for Card Records

9 Click the Save buttonA message confirming fault creation is displayed and the fault link is created automatically.

Figure 3–10. Fault Docket Creation window

89

NETWORK FAULT QUERYCreating Faults for Circuit Records

Creating Faults for Circuit RecordsThe following procedure describes how to create a new fault that is associated with an existing circuit record.

To create a fault for a circuit record:

1 Query a circuit record.See Circuit Query on page 47 for more information.

2 Select the circuit record.3 Click the Create Fault button.

The Fault Edit Module window is displayed.4 Enter the mandatory fields in the Fault Details section.

See Fault Details area on page 133 for more information.5 Click the Save button.

The fault record is created and saved to the database.

90

NETWORK FAULT QUERYCreating Child Faults for Customer Records

Creating Child Faults for Customer RecordsThe following procedure describes how to create a child fault for a customer record. These faults are created from the Affected Customer/Service Details window.

NoteChild customer faults can only be created if there is a parent fault record. This function is only available for location, network element, card and port records.

To create a child fault for a customer record:

1 Query a record in the Network Fault Query window.2 Select the required parent record, then click the Affected Cust/Serv button.

Figure 3–11. The Affected Customer/Service Details window

3 Select the customer record.4 Click the Create Customer Child Fault button. A window prompting the

user to select a priority for the child ticket will be displayed. Users have two options:

- Apply the same priority as the parent fault- deselect the above option and enter a new priority for the child fault

5 Once the priority is set, click OK. The child fault is created and the id is displayed in a Child Faults pop-up window. You can double-click on the record to launch the Fault in the Fault Edit Module.

6 Click the Exit button to close the window.

91

NETWORK FAULT QUERYCreating Child Faults for Customer Records

7 The Fault box next to the customer record is checked.

Figure 3–12. Child Faults window

92

NETWORK FAULT QUERYCreating Child Faults for Frame Appearance Records

Creating Child Faults for Frame Appearance RecordsThe following procedure describes how to create a child fault for a frame appearance record.

To create a child fault for a frame appearance record:

1 Query a frame unit record.See Frame Unit Query on page 57 for more information.

2 Select the parent frame unit record.3 Select the frame appearance record.4 Click the Create Frame Appearance Child Fault button. A window

prompting the user to select a priority for the child ticket will be displayed. Users have two options:





93

NETWORK FAULT QUERYCreating Faults for Frame Container Records

Creating Faults for Frame Container RecordsThe following procedure describes how to create a new fault that is associated with an existing frame container record.

To create a fault for a frame container record:

1 Query a frame container record.See Frame Container Query on page 52 for more information.

2 Select the Frame Container record.3 Click the Create Fault button.




94

NETWORK FAULT QUERYCreating Faults for Frame Unit Records

Creating Faults for Frame Unit RecordsThe following procedure describes how to create a new fault that is associated with an existing frame unit record.

To create a fault for a frame unit record:

1 Query a frame unit record.See Frame Unit Query on page 57 for more information.

2 Select the parent Frame Container record and then select the child Frame Unit record.

3 Click the Create Fault button.The Fault Edit Module window is displayed.


5 Click the Save button.The fault record is created and saved to the database.

95

NETWORK FAULT QUERYCreating Faults for Location Records

Creating Faults for Location RecordsThe following procedure describes how to create a new fault that is associated with an existing location record.

To create a fault for a locations record:

1 Query a locations record.See Buttons on page 61 for more information.

2 Select the location record.3 Click the Create Fault button.




96

NETWORK FAULT QUERYCreating Faults for Network Element Records

Creating Faults for Network Element RecordsThe following procedure describes how to create a new fault that is associated with an existing network element record.

To create a fault for a network element record:


2 Select the Network Element record.3 Click the Create Fault button.




97

NETWORK FAULT QUERYCreating Child Faults for Port Records

Creating Child Faults for Port RecordsThe following procedure describes how to create a child fault for a port record.

To create a child fault for a port record:


2 Select the parent card record.3 Select the port record.4 Click the Create Port Child Fault button. A window prompting the user to

select a priority for the child ticket will be displayed. Users have two options:- Apply the same priority as the parent fault- deselect the above option and enter a new priority for the child fault




98

NETWORK FAULT QUERYCreating Child Faults for Service Records

Creating Child Faults for Service RecordsThe following procedure describes how to create a child fault for a service record. These faults are created from the Affected Customer/Service Details window.

NoteChild service faults can only be created if there is a parent fault record. This function is only available for location, network element, card and port records.

To create a child fault for a service record:

1 Query a record in the Network Fault Query window.2 Select the required parent record, then click the Affected Cust/Serv button.3 Select the service detail record.4 Click the Create Circuit Child Fault button. A window prompting the user

to select a priority for the child ticket will be displayed. Users have two options:



6 Click the Exit button to close the window.7 The Fault box next to the service detail record is checked.

99

NETWORK FAULT QUERYViewing the Customers/Services Affected by a Fault

Viewing the Customers/Services Affected by a FaultYou can view the customers and services that are affected by a network fault from the Network Fault Query window.

To view the customers and services affected by a fault

1 Query a record in the Network Fault Query window.See Network Element Query on page 71 for more information on the various types of searches that can be occur in this window.

2 Select the required record, then click the Affected Cust/Serv button.This function is not available for circuit records:The Affected Customer/Service Details window is displayed.

3 To view the service level agreements for the affected customer or service:i. Click the Select check box next to the record.ii. Click the SLA button.

4 To create child faults for customer records:i. Click the Select check box next to the required customer records.ii. Click the Create Customer Child Faults button.

5 To create child faults for circuit records:i. Click the Select check box next to the required service record.ii. Click the Create Circuit Child Faults button.

6 Click the Exit button to close this window.

Figure 3–15. Affected Customer/Service Details window

NoteChild customer and circuit faults can only be created if there is a parent fault record. This function is only available for location, network element, card and port records.

100

C H A P T E R 4

Faults Inbox

This section shows you how to use the Faults Inbox window in the Ticket Manager module of the Clarity Assurance Suite.

101

FAULTS INBOXFaults Inbox Window

Faults Inbox WindowUse the Faults Inbox window to view current fault workflow details. The information shown in this window is based on a series of search filters.

To open the Faults Inbox window

• From the Assurance menu, select Fault Manager, click Inbox and then click Faults.The Faults Inbox window is displayed.

Figure 4–1. Faults Inbox window

The sections of the Faults Inbox window are:

Section See…

Search page 103

Display page 107

102


Search

Use the Search section of the Faults Inbox window to specify the values and filters that you want to use for the search.

NoteWork Groups are set up using the Clarity Contacts menu. See Getting started with Clarity OSS for details.

Figure 4–2. Search section in the Faults Inbox window

Fields

The fields in the Search section are:

Field Description

Assigned Work Group

The name of the work group that is assigned to the fault. Use LOV to select a valid work group. If this field is left blank, all work groups are queried.

Employee Employee who has been assigned the fault.

Customer Type Valid customer type. Use LOV to select a value.

Timer in Minutes Determines how often the window re-queries the database. It is measured in minutes. If no value is specified, database will be queried based on the default value specified for the application variable defaultWorkFlowTimer.

Table 4–1. Search section fields (sheet 1 of 4)

103


Cause of Fault Shows only those faults that occurred because of the selected fault category.

Current Status Shows only those faults with the selected status.

Date Search Drop-down list displays fault states. Note:A fault state such Open, Acknowledged, Cleared or Confirmed date must be selected in conjunction with the From Date and To Date in order for the search function to work as desired. This ensures that only those faults will be displayed that had that status between that specified time period.Example: To search for Faults that are Open between 2-Feb-2009 and 4-Feb-2009, user must select the fault state Open from the Date Search drop-down list, and then enter the From and To dates. If no value is selected in the Date Search field and a fault exist that was opened on 2-Feb-2009 and closed on 3-Feb-2009, thiss fault will show up on the search, as it had the status Open - between the selected dates, despite it now being closed. Thus not specifying a Fault state when serahcing for faults may not return accurate results.

From Date The date from which the date search commences. Click on the Date button to open the Date window and select a date from the calendar.

To Date The last date in the date search. Click on the Date button to open the Date window and select a date from the calendar.Note: If a From Date and To Date is entered as search

criteria, a value must also be selected/entered in the Date Search field else the user will not be able to query faults. A warni ng message informing the user of the same will also be displayed.

Link Category Shows faults that are linked to objects of the selected category. Use the drop-down list to select a value.For example, if the link category Network Element is selected from the drop-down list, then only faults that are linked to a network element record are displayed.

Field Description


104


Link ID Displays all faults that are linked to objects that match the ID criteria.For example if the Link Category selected is Customer and R% is entered in the LinkID field, then only faults that are linked to customers whose name begins with R are displayed.

Ringer Enter or display the name and location of the ringer( a .wav file which attaches a sound, for example a ringing tone, to the notification that pops up whenever a new fault is assigned to a work queue)

Check to display on those Faults that

your work group Created

Select this check box to filter and display the fault records that were only created by members of your work group.

you Acknowledged Select this check box to filter and display only the faults that you acknowledged.

have Open Trouble Tickets

Select this check box to filter and display open Trouble Tickets associated with the fault.

have Open Work Order

Select this check box to filter and display faults that have an associated Open work order.

are PE affected Select this check box to filter and display only the faults that are affected by Planned Events.

your workgroup created and assigned

Select this check box to filter and display only the faults that are created by the user in a particular workgroup and also to display the faults that are being assigned to your workgroup.

fall within your Account

Select this check box to filter and display only the faults that fall within your account. You must be an Account Manager user.

have Closed Trouble Tickets

Select this check box to filter and display closed Trouble Tickets associated with the fault.

Field Description


105


Buttons

The buttons in the Search section are:

have Closed Work Order

Select this check box to filter and display faults that have an associated Closed work order.

have SLA Contract Select this check box to only display the faults that have links associated with an SLA contract. Select a fault record and then click the Links button to view the links that are associated with a contract. See Viewing Fault Links on page 116 for more information about viewing fault links.

are not Child Faults Select this check box if you do not wish to display the faults that are of the Relation type "CHILD".

Button Use to

Set Set the search conditions and determine how often the database is queried.

Save Filter Save the currently selected filter values in the Search section.

Normal Display/Color Coded Display

In a Color Coded Display, the fault number and the corresponding status field are displayed in various colors based on the fault status. A fault that has been cleared and confirmed is displayed in dark green and a fault that is cleared but not confirmed is displayed in green. For faults that are still open, the colour code is based on the time difference between the current date/time and the reported time. This is set up using application variables. For more information see Colour Coded Display on page 109.

Trouble Tickets Displays the trouble tickets that are associated with this fault in the Trouble Tickets window. See Trouble Tickets on page 187 for more information.

Table 4–2. Search section buttons (sheet 1 of 2)

Field Description


106


Display

Use the Display section of the Faults Inbox window to view the search results.

Figure 4–3. Display section in the Faults Inbox window

Work Orders Displays the work orders that are associated with this fault in the Work Orders window.

Links Open the Faut Links window in the context of the selected fault record. Use this window to view all the entities that are linked to the selected faultand to see if those entities are associated with an SLA contract. This is a display only window that displays the category and identifier associated with the link.See Viewing Fault Links on page 116 for more information about fault links.

Export to File Exports data in the current view to a file.

Button Use to

Table 4–2. Search section buttons (sheet 2 of 2)

107


Fields

The fields in the Display area are:

Field Description

Number The unique fault identification number. Click the button at the top of the column to sort the displayed records by that field.

Priority The priority of the fault. Click the button at the top of the column to sort the displayed records by that field.

Reported Date The date the fault was reported. Click the button at the top of the column to sort the displayed records by that field.

Work Group The name of the work group that is currently assigned to the fault. Click the button at the top of the column to sort the displayed records by that field.

Employee The employee assigned to the fault.

Customer Name The name of the customer who reported the fault.

Customer Type The customer category, e.g. carrier.

Circuit Name The name of the circuit with the fault.

Status Current fault status, e.g. Open or Acknowledged. These values are set up as reference data.

Fault Type Type of the fault.

Outage Time (Hrs:Mins)

The length of time in hours and minutes that the fault has remained open.

Description Decsription of the fault.

Cause The aause for a fault, for example, equipment failure, planned outage, and so on.

Table 4–3. Display area fields (sheet 1 of 2)

108


NoteThe order and width of the fields or columns described above can be changed using the Product Feature Parameter FM:00702. This feature is enabled by default. Each parameter holds the configuration for a particular field/column and the corresponding labels control the width and the order in which the columns appear. To change the display position or size of any field/column, navigate to the parameter representing that field/column and edit the values in the the RelativePosition and Width labels.

Colour Coded Display

The colour codes for all open faults is determined based on the time difference between the current system date/time and the fault reported time. It is converted

Impact Severity level indicating the impact of a fault on the customer and their services,

Relation Indicates whether a fault is a parent or child. Click the button at the top of the column to saort the dislayed records by that field.

Entered By Name of the person who reported the fault.

Entered Work Group

The work group that has been assigned the fault.

Reassigned By The work group that last reassigned the fault to another work group.

Reassigned Work Group

The work group that has been assigned the fault can reassign it to another work group. This field displays the reassignment.

Field Description

Table 4–3. Display area fields (sheet 2 of 2)

109


into minutes. The colour displayed varies for different durations and is controlled by application variables set up as indicated in the example below:

Figure 4–4. Colour Codes for Open Faults

For example, if the time elapsed (difference between the current and the fault reported time) is 1 minute, the display will be in Orange, and if it is 720 minutes, the display will be in Red. See screenshot below:

Figure 4–5. Example of the Colour Coded Display

If it falls between the value set for Application Variable 1 and Application Variable 2, then the colour used will be based on the rule given in the table below:

110


Application Variable From Application Variable To Colour

TIME_ELAPSED_IN_GRAY

TIME_ELAPSED_IN_LIGHTPINK

Gray

TIME_ELAPSED_IN_LIGHTPINK

TIME_ELAPSED_IN_YELLOW

Light pink

TIME_ELAPSED_IN_YELLOW

TIME_ELAPSED_IN_ORANGE

Yellow

TIME_ELAPSED_IN_ORANGE

TIME_ELAPSED_IN_BLUE Orange

TIME_ELAPSED_IN_BLUE

TIME_ELAPSED_IN_RED Light blue

TIME_ELAPSED_IN_RED Red

Table 4–4. Rules for Colour Coded Display

111

FAULTS INBOXFeatures of the Faults Inbox

Features of the Faults InboxThe features of the Faults Inbox window are:

Feature See…

Opening the Faults Inbox window page 102

Querying fault work flow page 113

Opening fault detail records from work flow page 115

Viewing fault links page 116

112

FAULTS INBOXQuerying Fault Workflow

Querying Fault WorkflowThis section describes how to query the fault workflow for a selected work group, customer and filters.

NoteThe filters and fields you specify in the search section determine the results displayed. The fields and filters can be used together, individually or in any combination.

To query fault workflow

1 Open the Faults Inbox window.See Faults Inbox Window on page 102 for more information about opening the Faults Inbox window.

2 In the Assigned Work Group field, use the List of Values to select a work group.

3 In the Customer Type field, use the List of Values to select a customer type.4 Select any filters you want to use for the search.

See the hints below.5 Click the Set button.

Any matching records are displayed in the results table.6 Use the scroll bar to select the record you want to view.7 Repeat steps 1-6 for each new search.

HintUse the Customer Type field to display only faults that are linked to a specified customer type. If you do not enter a customer type, all customer types are queried.

Use the Work Group field to display only faults that are linked to a specified work group. If you do not enter a work group, all work groups are queried.

Select the your work group created and assigned check box to view only the faults that have been created and assigned by members of your work group.

Select the you Acknowledged check box to view only the faults that you have acknowledged.

Select the fall within your Account check box to view only the faults that fall within your account. You must be an Account Manager user to use this filter.

113

FAULTS INBOXQuerying Fault Workflow

HintRecords are sorted by Reported Date. Click on a field button to change the sort order.

Use the Timer in Minutes field to determine how often the Faults Inbox window queries the database.

Click the Save Filter button to save the values you select in the Search area of the window. The selected search criteria will then remain the same until it is changed.

You can double-click a selected fault record to display detailed information in the Fault Edit window, then click the Trouble Ticket, View buttons to view all the connected trouble tickets.

114

FAULTS INBOXOpening Fault Detail Records from Workflow

Opening Fault Detail Records from WorkflowThis procedure describes how you can select a record in the Faults Inbox window and view it in the Fault Edit Module window.

NoteYou can only edit faults that belong to your work group.

To open a Fault Work Flow record in the Fault Edit Module window

1 Query a record in the Faults Inbox window.See Querying Fault Workflow on page 113 for more information about querying faults work flow records.

2 Double-click the fault record that you want toview.The Fault Edit Module window with the selected fault record is displayed.

Figure 4–6. The Fault Edit Module window

115

FAULTS INBOXViewing Fault Links

Viewing Fault LinksThis procedure describes how to view the entities that are linked to a fault.

To view fault links from the Faults Workflow window

1 Query a record in the Faults Inbox window.See Querying Fault Workflow on page 113 for more information about querying faults work flow records.

2 Select the fault record you want by clicking in any field for that fault. The Fault Edit Module window is displayed.

3 Click the Fault Edit Module/Links tab. 4 If the link is associated with an SLA contract, the SLA Contract box is checked.

To view details of the associated contract:– Select the link and then click the Launch SLA button.

The Clarity SLA Manager is opened in the context of the contract associated with the selected link. Refer to the Clarity SLA Manager User Manual for more information about SLA contract monitoring.

Figure 4–7. The Fault Edit Module/Links tab

Link Category

The table below shows the information that is displayed for each Link Category.

Link CategoryInformation in the Category Identifier field

Access Connections If a fault is linked to a acess connection, the name of the access connection is displayed.

Table 4–5. Link Category Information.

116


Access Topology If a fault is linked to a acess topology, the name of the access topology is displayed.

Alarms If a fault is linked to alarms, the APM ID from the Alarm Module window is displayed.

Cable Core If a fault is linked to a cable core, the cable core number is displayed.

Cable Sheath If a fault is linked to a cable core, the cable sheath name is displayed.

Card If a fault is linked to a card, the equipment ID and card slot is displayed.

Circuits If a fault is linked to circuits, a circuit name is displayed.

Customer If a fault is linked to a customer, the customer abbreviation is displayed.

Frame Appearance If a fault is linked to a frame appearance, the frame appearance details are displayed.

Frame Container If a fault is linked to a frame container, the frame container details are displayed.

Frame Unit If a fault is linked to a frame unit, the frame unit details are displayed.

Generic Object If a fault is linked to a generic object, the generic object details are displayed.



117


Infrastructure Connection If a fault is linked to a infrastructure connection, the infrastructure connection details are displayed.

Infrastructure Topology If a fault is linked to a infrastructure topology, the infrastructure topology details are displayed.

Location If a fault is linked to a location, the location name is displayed.

Network Element If a fault is linked to a Network Element, the NE is displayed.

Port If a fault is linked to a port, the port ID is displayed.

Basic Service If a fault is linked to a basic service, a CLI is displayed.



118

C H A P T E R 5

Parent Child Faults

This section describes the Parent and Child Faults window in the Ticket Manager module of the Clarity Assurance Suite. This window is used to view related faults.

119

PARENT CHILD FAULTSParent and Child Faults Window

Parent and Child Faults WindowUse this window to view related faults. Faults are related using the Fault Links tab available from the Fault Edit Module window. A parent fault can only be an Equipment or Alarm fault.

To open the Parent and Child Faults window

• From the Assurance menu, select Fault Manager, click Inbox and then click Fault Hierarchy.The Parent and Child Faults window is displayed.

Figure 5–1. The Parent and Child Faults window

The sections of the Fault Edit Module window are shown below.

Section See…

Parent Faults page 121

Child Faults page 122

120


Parent Faults

Use the Parent Faults section to view the parent faults.

Figure 5–2. Parent Faults section in the Parent and Child Faults window

Fields

The fields in the Parent Faults section are:

Field Description

Number Unique fault identification number.

Reported Date That date that the fault was reported.


Impact Impact of the fault on the network.

Work Group Name of the work group that the fault has been allocated to.

Customer Name The name of the customer.

Type Type of fault.

Description A brief description of the fault.

Table 5–1. Parent Faults section fields

121


Child Faults

Use the Child Faults section to view the child faults of the selected parent fault.

Figure 5–3. Child Faults section in the Parent and Child Faults window

Fields

The fields in the Child Faults section are:

NotePlease refer To create a parent fault on page 157, for more details on creating a parent child relationship for a already created fault via the Fault Edit Module window.

Field Description

Number Unique fault identification number.

Reported Date That date that the fault was reported.


Impact Impact of the fault on the network.

Work Group Name of the work group that the fault has been allocated to.

Customer Name The names of the customer.

Type Type of fault.


Table 5–2. Child Faults section fields

122

C H A P T E R 6

Trouble Ticket Workflow

This section describes how to open and use the Trouble Ticket Work Flow Management window in the Ticket Manager module of the Clarity Assurance Suite.

123

TROUBLE T ICKET WORKFLOWTrouble Tickets Work Flow Window

Trouble Tickets Work Flow WindowUse the Trouble Ticket Work Flow Management window to view current trouble ticket workflow details.

To open the Trouble Tickets Work Flow Management window

• From the Assurance menu, select Fault Manager, click Inbox and then click Trouble Tickets.The Trouble Tickets Work Flow Management window is displayed.

Figure 6–1. Trouble Tickets Work Flow Management window

The sections of the Trouble Tickets Work Flow Management window:

Section See…

Search page 125

Display page 126

124


Search

Use the Search section to specify the work group that you want to use for the search.

NoteWork groups are set up using options in the Contacts menu. See Getting Started with Clarity OSS for more information.

Figure 6–2. Search section in the Trouble Tickets Work Flow window

Fields

The fields in the Search section are:

Field Description

Choose the Work Group

This is the name of the work group that is used for the search. Use the LOV button to view and select valid locations. If this field is left blank, all work groups are queried.

Created By This is the Oracle user ID of the person who created the Trouble Ticket.

Timer in Minutes This determines how often the window re-queries the database. It is measured in minutes.

Check to display only Closed Trouble Tickets

Use this filter to display closed Trouble Tickets.

Table 6–1. Search section fields

125


Button

The button in the Search section is:

Display

Use the Display section to view the search results.

NoteYou can change the display order by clicking on a button at the top of a column. Clicking the button twice will change the order from ascending to descending.

Figure 6–3. Display section in the Trouble Tickets Work Flow window

Button Use to

Set Use the Set button to set the search conditions and determine how often the database is queried.

Table 6–2. Search section button

126


Fields

The fields in the Display section are:

NoteYou can display a selected trouble ticket work flow record in the Trouble Tickets window. This function is performed by double-clicking any of the fields in the Display section of the window.

Field Description

Number Unique trouble ticket identification number.

Fault Number that identifies a fault in relation to a trouble ticket.

Description Description of the trouble ticket.

Status The status of the fault

Created On The date the trouble ticket record was created.

Created By The name of the work group that created the trouble ticket record.

Table 6–3. Display section fields

127

TROUBLE T ICKET WORKFLOWFeatures of the Trouble Tickets Work Flow Management Window

Features of the Trouble Tickets Work Flow Management Window

The features of the Trouble Tickets Work Flow Management window are:

Feature See…

Opening the Trouble Ticket Work Flow window

page 124

Querying trouble ticket work flow page 129

Opening trouble tickets from work flow page 130

128

TROUBLE T ICKET WORKFLOWQuerying Trouble Ticket Work Flow

Querying Trouble Ticket Work FlowThis section describes how to query trouble ticket work flow for a selected work group.

NoteThe Choose the Work Group, Created By and Timer in Minutes fields are the only fields in the window where values can be entered.

To query trouble ticket work flow

1 Open the Trouble Tickets Work Flow Management window.See Trouble Tickets Work Flow Window on page 124 for more information about.

2 In the Choose the Work Group field, use LOV to select a work group.3 Click the Set button.

Any matching records are displayed in the results table.4 Use the scroll bar to select the record you want to view.5 Repeat steps 1-4 for each new search.

NoteRecords are sorted by Creation Date starting from the most current date.

HintIf you do not enter a work group as search criteria, all work groups are queried.

You can double- click a selected trouble ticket record to display detailed information in the Trouble Tickets window.

Use the Timer in Minutes field to determine how often the Trouble Ticket Work Flow Management window queries the database.

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TROUBLE T ICKET WORKFLOWOpening Trouble Tickets from Work Flow

Opening Trouble Tickets from Work FlowThis section describes how you can select a record in the Trouble Tickets Workflow Management window and view it in the Trouble Tickets window.

To open a Trouble Ticket Workflow record in the Fault Edit Module window

1 Query a trouble ticket work flow record.See Querying Trouble Ticket Work Flow on page 129 for more information about querying trouble ticket work flow records.

2 Double-click the trouble ticket record you want to display.The Trouble Tickets window is displayed with the selected record.

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C H A P T E R 7

Editing Faults

This section shows you how to use the Fault Edit Module window to create and edit faults in the Clarity system.

131

EDIT ING FAULTSFault Edit Module window

Fault Edit Module windowUse the Fault Edit Module window to create, view and edit faults in the Clarity Fault Manager module.

To open the Fault Edit Module window

• From the Assurance menu, select Fault Manager and then click Fault Maintenance.The Fault Edit Module window is displayed.

Figure 7–1. The Fault Edit Module window

The sections of the Fault Edit Module window are:

Areas/Tabs See…

Fault Details page 133

Comments tab page 139

Links tab page 140

132

ED IT ING FAULTSFault Edit Module window

Fault Details area

Use this section to specify the fault details.

NoteMandatory fields in this window are blue.

Figure 7–2. The Fault Edit Module window - Fault Details area.

Alias tab page 144

Attributes tab page 145

Status tab page 146

Timings tab page 147

Work Orders tab page 148

Trouble Tickets tab page 150

Workflows tab page 152

Areas/Tabs See…

133


Fields

The fields in the Fault Details area are:

Field Description

Status The status of the fault, e.g. Open, Acknowledged. When the user acknowledges, clears, or confirms a fault record, the Status field is automatically updated to display the new status.

Outage This is a non-database calculated field. Display format of this field is hours:minutes. The formula for calculation is as follows:Outage time = Total outage - No.of exclusion days - total waiting period.where:Total outage = Current date/time - Reported date/time for open faultsor Total outage = Cleared date/time - Reported date/time for cleared faultsNo.of Exclusion days = Derived from the Calendar Entry ViewTotal waiting period = waiting end time - waiting start timeIf the Wait Start Time or the Wait End Time fall within the exclusion period specified in the Calendar Entry View, the corresponding values will be ignored from the outage calculation. If the waiting period of any status has only started and waiting end time is null then the system date will replace it in the formula. If no status is parked then total waiting period will be zero.

Number The unique identifier of the fault. This number is automatically generated by the Clarity system when you save a new fault record.

Table 7–1. The Fault Details area fields (sheet 1 of 4)

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Parent Fault Number

If this fault is related to a parent fault, the parent fault number is displayed.Note: If the Product Feature FM:01562 is enabled, and if

a PARENT is not specified, the user can add a PARENT Fault Number and thereby create a CHILD for the specified parent.


Reported By Name of the person that reported the fault. (Mandatory)

On The date and time that the fault was reported. When you tab to this field it is automatically populated with the system date and time. (Mandatory)

Contact Additional contact details for the person reporting the fault.

Priority Priority of the fault and associated actions. Use LOV to select a value. (Mandatory)

Work Group Name of the work group that the fault has been allocated to. Use LOV to select a value. (Mandatory).

Employee Employee who has been assigned the fault.

Cause The identified cause of the fault. Use LOV to select a value. (Mandatory)

Fault Type The fault type. Used to determine what kind of fault AMS, the service desk or the user has selected. (Mandatory)

Description A brief description of the fault. (Mandatory)

Acknowledged By Name of the person that acknowledged the fault. This field is completed by default, if and when the next (On) field is populated.

On The date and time that the fault was acknowledged.

Field Description


135


Entity The main entity involved in the fault, e.g. Circuits. Use LOV to select a value.

Impact The impact of the fault on the network. Use LOV to select a value.

Region The geographical region in which the fault originated.

Category The name of the fault category, e.g. CB for Cable Facility. Use LOV to select a category.Values for this field are set up in the Fault Category reference window. Fault Category on page 223 for more information about this window.

Sub-Category The name of the fault sub-category, if the category has sub-categories. Use LOV to select a sub-category.Values for this field are set up in the Fault Category reference window. Fault Category on page 223 for more information about this window.

Cleared By Name of the person that cleared the fault. This field is completed by default, if and when the next (On) field is populated.

On The date and time that the fault was cleared.

Confirmed By Name of the person that confirmed the fault.Note: When the fault is confirmed, an entry in the Fault

Comments section is automatically generated.

On The date and time that the fault was confirmed.

Entered By Name of the person that last created the record. This is a read-only field that is completed by default. It cannot be changed.

On Date and time the fault was entered in the Fault Edit Module window. This field is completed by default. It cannot be changed.

Field Description


136


Work Group Name of the work group that contains the employee that created the record. This is a read-only field that is completed by default. It cannot be changed.

Reassigned By Name of the person that reassigned the fault to a new work group. This is a read-only field and is completed by default when the fault is reassigned.

On Date and time that the fault was reassigned to a new work group. This is a read-only field that is completed by default when the fault is reassigned.

Work Group The work group of the user that reassigned the fault. This is a read-only field that is completed by default when the fault is reassigned.

Clearance Code Australian Communications Industry Forum (ACIF) designed fault clearance protocol. This field is made up of five parts:• Location• Network 1• Network 2• Action• Cause.Clearance codes are maintained in the Fault Clearance Code reference window.

Field Description


137


Buttons

The buttons in the Fault Details area are:

Button Use to…

Show Relation If a value of PARENT or CHILD is displayed in the Relation field, this button displays the related faults. For example, if the current fault is a PARENT, clicking the Show Relations button displays the first child fault in the Fault Edit Module window. If the current fault is a CHILD, clicking the Show Relations button displays the parent fault in the Fault Edit Module window.

Print this Fault Prints the fault details report for the displayed fault.

Attach and View File

Open the File Attachments window where you link related files to the fault. See Getting Started with Clarity OSS for more information on creating and deleting links to external files.

View Job Ticket View the details of any job ticket linked to the fault.

Send SMS Click to open the Fault SMS window, where you can specify the details of the fault and send a SMS to the work group assigned to handle the fault.

Invoke Workflow Trigger a Fault Workflow to deal with the fault related scenario. Visible only when Product Feature FM:01021 has been enabled.

Table 7–2. Fault Details area buttons

138


Comments Tab

Use the Fault Edit Module/Comments tab to enter comments for the displayed fault record.

Figure 7–3. The Fault Edit Module/Comments tab window

Fields

The fields in the Fault Edit Module/Comments tab are:

Field Description

Line The sequence number of the comment. This field is automatically populated when you add a new comment.

Entered By Name of the user that entered the comments. This field is automatically populated when you add a new comment

Entered The date and time that the comment was entered. This field is automatically populated when you add a new comment. Format is dd-mmm-yyyy hh:mm:ss.

Text The comment. This is a free text field.

Table 7–3. The Fault Edit Module/Comments tab - fields

139


Button

The button in the Fault Edit Module/Comments tab is:

Links Tab

Use the Fault Edit Module/Links tab to view the details of the circuit affected by the fault. It can also be used to view the status of the SLA contract or the impact on the entity affected by the fault.

Viewing and Establishing Fault Links on page 168 for more information about working with fault links.

Figure 7–4. The Fault Edit Module/Links window

Button Use to…

All Comments Display all of the comments for the fault in the View all Fault Comments window.

Table 7–4. The Fault Edit Module/Comments tab - button

140


Fields

The fields in the Fault Edit Module/Links tab are:

Field Description

Link Category Entity link category. Select one of the following from the drop-down list:• Access Connections• Access Topology• Alarm• Cable Core• Cable Sheath• Card• Circuits• Cloud• Customer• Frame Appearance• Frame Container• Frame Unit• Generic Object• Infrastructure Connection• Infrastructure Topology• Location• Network Element• Port• Rings• Services.

Category Identifier Primary unique identifier of the specific instance of the link category. Use the List of Values to select the required identifier.

Category Identifier Description

Automatically populated with the description of the category. Click the button to the right of this field to open the Editor window and view the description in full.

Customer The customer abbreviation for the category identifier.

SLA Contract If the box is checked, the customer has an SLA (service level agreement).

Table 7–5. The Fault Edit Module/ Links tab - fields

141


Buttons

The buttons in the Fault Edit Module/Links tab are:

Impact Calculates the impacted circuit, customer and service group for faults linked to network elements, circuits, cards or alarms.Note: When you display the Impacts window for a

parent fault, the Chosen option is checked for all children of that fault. You cannot update the Chosen options. To select the entities for creation of child faults, check the Select options.

Button Use to ...

Create Job Ticket Opens up options to define attributes for and create a job ticket to fix the impacted network object.

View Job ticket Opens the Job Tickets Reference window to display the details of any job ticket that may have been created for the impacted object.

Launch Test Results Opens the Test Result window.Use this window to view all the tests performed to identify and resolve the selected fault. See the Test Manager User Manual for more information.

Alternate Names Open the Alternate Names window.Use this window to view the alternate names for the selected circuit record.

Table 7–6. The Fault Edit Module/Links tab- buttons

Field Description

Table 7–5. The Fault Edit Module/ Links tab - fields

142


Launch SLA Click this button to see if the selected link is associated with an SLA contract and to view the impact of a fault on a contract. If there is an associated contract, the SLA Manager is opened at the Monitoring page. This page enables you to view the details and status of the contract for the selected link.If the selected link is not associated with a contract, SLA Manager is not opened and a message is displayed confirming that the link does not have an SLA contract object.

Contacts Displays the contact details of the customer in the Contact Details window.

Find Fault Relation Allows the user to establish parent-child relationship between faults. This button can only be used if the category identifier is either a Circuit or a Service.

Impact Analysis Click this button to open the Link Impact window and analyse the impact. This button is available for link type such as: CIRCUITS,PORTS, CARDS, EQUIPMENT, CABLE_CORES, CABLE_SHEATHS, etc.

Button Use to ...

Table 7–6. The Fault Edit Module/Links tab- buttons

143


Alias Tab

Use the Fault Edit Module/Alias tab to give the fault an alias, i.e. an external identifier used by another system. The alias maps an external system identifier for a fault ticket to the Clarity OSS fault ticket identifier. It is used when there is a one-to-one mapping between fault tickets.

Figure 7–5. The Fault Edit Module/Alias tab window

Fields

The fields in the Fault Edit Module/Alias tab are:

Field Description

Alias The name of the alias.

Domain The domain of the alias.

Table 7–7. The Fault Edit Module/Alias tab fields

144


Attributes Tab

Use the Fault Edit Module/Attributes tab to view or load the attributes associated with a fault. Any number of attributes can be stored against a fault. Some examples of fault attributes are Appointment Date with the Customer, Disputed Amount or Call Count.

Figure 7–6. The Fault Edit Module/Attributes tab.

Fields

The fields in the Fault Edit Module/Attributes tab are:

Field Description

Name The name of the fault attribute.

Value The attribute’s value.

Optionality Value can be None or Close. Close indicates that a fault attribute value must be entered before the fault is cleared. None indicates that it is not mandatory to enter a fault attribute value.

Data Type The type of data that must be entered in the Value field. This is set up in the Fault Timings reference window.

Table 7–8. The Fault Edit Module/Attributes tab - fields

145


Buttons

The buttons in the Fault Edit Module/Attributes tab are:

Status Tab

Use the Fault Edit Module/Status tab to view or update the status of the fault.

Figure 7–7. The Fault Edit Module/Status tab window

Button Use to ...

Counter Clicking this button will add a Call Count attribute to the Attributes list. Click the Counter button again to increment the call count value by 1. You will be asked to confirm the increment.

Load Attribute Launches the Fault Attribute Template LOV window displaying all the fault attribute templates configured by the user. Each template has a set of fault attributes defined against it. This screen allows the user to select a fault attribute template and load all the associated fault attributes under the Attributes tab in the Fault Edit Module window. Creating Fault Records on page 156 for more information.

Table 7–9. The Fault Edit Module/Attributes tab - buttons

146


Fields

The fields in the Fault Edit Module/Status tab are:

Timings Tab

Use the Fault Edit Module/Timings tab to record additional timings associated with clearing faults raised from alarms, for example timing customer appointments.

Figure 7–8. The Fault Edit Module/Timings tab window

Field Description

Start Time The date and time the fault entered this state. Double-click this field to enter time details in the correct format.

Status Code indicating a particular state.

End Time The time the fault left this state. Double click this field to enter time details in the correct format.

Comments Free text area for comments.

Wait Start time The date and time for the wait start.

Wait End time The date and time for the wait end.

Table 7–10. The Fault Edit Module/Status tab - fields

147


Fields

The fields in the Fault Edit Module/Timings tab are:

Work Orders Tab

Use the Fault Edit Module/Work Orders tab to view the fault’s existing work orders or create a new work order to organize further work on this fault.

Figure 7–9. The Fault Edit Module/Work Orders tab.

Field Description

Abbreviation Abbreviation of the fault timing code. Users can define their own timing codes.

Start Time The start time of the event or task.

End Time The end time of the event or task

Comment Comments by the person recording the timings.

Created By Employee recording the time.

Created Date when the time was recorded.

Table 7–11. The Fault Edit Module/Timings tab - fields

148


Fields

The fields in the Fault Edit Module/Work Orders tab are:

Button

The button in the Fault Edit Module/Work Orders tab is:

Field Description

Number The fault’s work order number.

Type The type of work order, e.g. Create.

Due date The date the work order is to be completed.

Status The status of the work order, e.g. Assigned.

Description A description of the work order.

Table 7–12. The Fault Edit Module/Work Orders tab - fields

Button Use to ...

Create Work Orders

Create a work order to organize further work on this fault. A confirmation message will display the new work order number created.

Table 7–13. The Fault Edit Module/Work Orders tab - buttons

149


Trouble Ticket Tab

Use the Fault Edit Module/Trouble Tickets tab to view any trouble tickets related to the fault or create a new trouble ticket for the fault.

Figure 7–10. The Fault Edit Module/Trouble Tickets tab window

Fields

The fields in the Fault Edit Module/Trouble Tickets tab are:

Field Description

Number The trouble ticket’s number.

Work Group The work group assigned the trouble ticket.

Cause Identifying code associated with the cause of the fault.

Activity Identifying code associated with the repair activity.

Object Parts Identifying code associated with the network element part that was damaged.

Damage Identifying code associated with a description of the damage.

Description A description of the trouble ticket.

Table 7–14. The Fault Edit Module/Trouble Tickets tab - fields

150


Buttons

The button in the Fault Edit Module/Trouble Tickets tab is:

Button Use to ...

Create Trouble Tickets

Create a trouble ticket for this fault using the Trouble Tickets window. Trouble Tickets Window on page 188 for more information.

Table 7–15. The Fault Edit Module/Trouble Tickets tab - buttons

151


Workflows tab

Fault workflows can be invoked to resolve a particular fault scenario from the Fault Edit module. While the workflow is configured in the Service Manager module, the status of the workflow and the associated tasks can be viewed using the Workflows tab in the Fault Edit Module window.

NoteThis tab is only visible if the Product Feature FM:01021 is enabled.

Figure 7–11. The Fault Edit Module/Workflows tab window.

Fields

The fields in the Fault Edit Module/Workflows tab are:

Field Description

Workflows

Workflow Id The unique id that identifies the workflow. Same as the Service Order Id. Double-click on this field to open the Service Orders form in the context of the workflow.

Status Status of the workflow. Same as the Service Order Status.

Order Type Order type initiated by the workflow (i.e., SO Order Type)

Service Type The type of service for which the workflow is being initiated.

Tasks

Table 7–16. The Fault Edit Module/Workflows tab - fields (sheet 1 of 2)

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For more information on Fault Workflows, see Fault Workflows on page 180.

Task Name The workflow task.

Work Group The workgroup that has been assigned the task.

Status Status of the task.

Actual Start Date The date on which work on the task commenced.

Actual End Date The date on which work on the task is completed.

Field Description

Table 7–16. The Fault Edit Module/Workflows tab - fields (sheet 2 of 2)

153

EDIT ING FAULTSFeatures of the Fault Edit Module window

Features of the Fault Edit Module windowThe features of the Fault Edit Module window are:

Feature See…

Opening the Fault Edit Module window page 132

Querying faults page 155

Creating faults page 156

Adding fault comments page 157

Modifying faults page 160

Closing faults page 161

Viewing trouble tickets page 164

Creating trouble tickets for faults page 165

Viewing and assigning fault status page 167

Viewing and establishing fault links page 168

Viewing parent faults page 172

Creating child faults page 174

Viewing customer contact details page 178

Viewing all fault comments page 179

Fault Workflows page 180

154

ED IT ING FAULTSQuerying Faults

Querying FaultsTo query a fault record

1 Open the Fault Edit Module window.Fault Edit Module window on page 132 for more information about opening the Fault Edit Module window.

2 Click the Query button.The window is now in query mode.

3 Enter your search criteria.See the hint below.

4 Click the Query button.All matching fault records are displayed.

5 Use the scroll bar to view the records.6 Repeat steps 1-5 for each new search.

HintYou can enter search criteria in any field in the Fault Edit Module window. If no search criteria is used to narrow the search, all fault records are retrieved from the database.

Make sure that you are in query mode before entering your search criteria. This can be checked by looking at the hint text at the bottom of the window.

Use the Exit button in the toolbar to cancel query mode.

NoteEmployees can query/edit/close/confirm/reassign all faults that are assigned to the work group that they belong to. In addition, the employee logged in will also be able to query and view faults that are assigned to the work groups configured in the Visible Work Groups area for that particular employee in the Employees window.

155

EDIT ING FAULTSCreating Fault Records

Creating Fault RecordsYou can include the following types of records in the Fault Edit Module window:• details of a fault• fault comments• fault attributes• fault links• fault aliases• fault status• fault timing• fault work orders• trouble tickets• fault workflows

Fault Details

A fault detail record is made up of the fields in the Fault Details area of the Fault Edit Module window.

To insert a fault detail record

1 Open the Fault Edit Module window.Fault Edit Module window on page 132 for more information about opening the Fault Edit Module window.

2 Enter the mandatory fields in the Fault Details area.Fault Details area on page 133 for more information.

3 Click the Save button.The fault record is created and saved to the database.

HintThe Entered By, On, and Work Group fields at the bottom of the Fault Details area are completed by default. They are read only fields.

The procedure described above uses the mandatory fields needed to create a fault record. Use the remaining fields in the Fault Edit Module window to provide additional fault details.

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ED IT ING FAULTSCreating Fault Records

To create a parent fault

Prerequisites: – Product Feature FM:01562 must be enabled.– The user must be in the same work group as the edited fault.– The edited fault should not be specified as a PARENT (Relation field). – The edited fault should not be a CHILD of a already specified parent

(Relation field).– The specified PARENT Fault Number should not be same as the edited

fault number.1 Specify all the mandatory fields as described in: To insert a fault detail record

on page 156, or query for the fault number that you need to create the parent child relationship.

2 Enter the required PARENT fault number in the Parent Fault Number field.

NoteYou need to manually enter the fault number on this field as there is no List of Values available.

3 Save the record.4 To view the parent fault details; double click the Parent Fault Number field.

The Parent Fault Details information window is displayed.

Figure 7–12. The Parent Fault Details informtaion window.

Fault Comments

A fault comments record is made up of the fields in the Comments area of the Fault Edit Module window.

To insert a fault comments record

1 Query a fault.Querying Faults on page 155 for more information about querying faults.

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EDIT ING FAULTSCreating Fault Records

2 Click in an empty Line field in the Comments area.The Entered and Entered by fields are automatically populated.

3 In the Text field, type your comments.4 Click the Save button on the toolbar.

The fault record is saved to the database.

NoteOnce a fault comment record has been saved to the database, the Text field cannot be modified.

Fault Attributes

Fault Attributes provide additional information about a fault and allow users to record necessary information for a particular fault. Fault Attributes are defined in the Fault Attribute List window and associated with templates in the Fault Attribute Templates window. Some fault attributes require the user to specify a value when managing the fault record.

To assign fault attributes to a fault record

1 In the Fault Edit Module window, create a new fault record and click on the Attributes tab.

2 Click on the Load Attribute button to launch the Fault Attribute Template LOV window that will display all the Fault Attribute templates created by the user.

Figure 7–13. The Fault Attribute Template LOV window

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ED IT ING FAULTSCreating Fault Records

3 Select the template record and click on the Load Template button to load the fault attributes associated with that template. Alternatively, you can double-click on the template record to load the related attributes.

4 The attributes will be loaded under the Fault Attributes tab.

Figure 7–14. Fault attributes loaded

NoteIt is recommended that users create a variety of templates for each fault type and use only one template to load attributes for one fault.

However, in certain cases, users will be able to load attributes from more than one template. The attributes that are common across templates are not loaded twice. The display order of the attribute will be the display order as configured in the first template that was used to load the attribute. If an attribute is removed and re-loaded again, it will be displayed in the order configured in the template instance that was used to load it again. If two attributes loaded in the fault have the same display order they will be further sorted by the attribute name.

Once the attributes are loaded, the user can delete any attribute that is optional until the fault is closed. Note that in order to be able to delete optional attributes, the following must have been configured:• Product feature FM:00741 must be enabled (by default it is disabled).• The parameter of this product feature allows the user to configure the

Oracle roles that will be able to delete optional attributes. Only user(s) that have role(s) specified under this product feature will be able to remove the non-optional attributes.

159

EDIT ING FAULTSModifying Faults

Modifying FaultsYou can modify the fault details in the Fault Edit Module window.

NoteYou can only modify records in the Fault Edit Module window if you belong to the currently assigned work group.

You cannot modify fault detail records that have been confirmed or closed.

To modify a fault record


2 Select the fault record and double-click on it to open the Fault Edit Module window. Edit the fields that you want to modify.Fault Edit Module window on page 132 for more information about these fields.

3 Click the Save button on the toolbar.Your changes are saved to the database.

160

ED IT ING FAULTSClosure and Confirmation of Faults

Closure and Confirmation of FaultsThis section describes the steps required to close and confirm fault records in the Fault Edit Module window. This includes the following instructions:• closing fault records• confirming fault records

Closing Fault Records

This instruction describes how to close or clear open fault records.

NoteTo clear an open fault, you must ensure that the end time field in the Fault Status window is completed.

To close a fault record


2 Select the open fault record that you want to close. Double-click on the record to open the Fault Edit Module window.

3 Click the Status tab.4 Click on End Time field and enter the end time date.5 Click the Save button. 6 In the Cleared By/On fields, enter the required data.7 Click the Save button.

The fault record is now closed.

NoteWhen the user attempts to clear a parent fault that has associated non-cleared child fault(s), the system will display two messages prompting the user to confirm if the child faults must be cleared as well. If the user confirms the same, the system will automatically clear all the child faults and update their status accordingly. However, if the user does not select this option, then the child faults will have to be manually cleared. It must be noted that the parent fault cannot be cleared if the child fault is still open.

When fault cleared date is set and the fault is reassigned to other workgroup, the status of the fault will stay as Cleared. The same will apply if the fault is subsequently acknowledged.When cleared date is set and user selects custom fault status then the fault status will be set to the selected custom status. When user closes the custom status the fault status will revert back to cleared.

161

EDIT ING FAULTSClosure and Confirmation of Faults

HintYou must ensure that the date you enter in the latest End Time field of the Status window is less than the Cleared By date in the Fault Edit Module window. Unless this rule is applied the fault record will not be successfully closed.

If an open fault record has not been allocated a status, the record can be closed directly from the Fault Edit Module window by completing the Cleared By date field.

If you try to clear a parent fault when a related child fault is locked by another user, an alert message will appear saying Another user locked a child record, please try after sometime. You can clear the parent as well as the child faults when the other user releases the lock on the record.

Confirming Fault Records

This topic describes how to confirm a fault record. This procedure would logically be used after you have checked with the affected customer that a selected fault had been rectified.

NoteYou can confirm an open fault record. However, once a fault has been confirmed, the record is closed by default. This is an automatic system function.

To confirm a fault record

1 Query a fault record.Querying Faults on page 155 for more information about querying a fault.

2 Select the fault record that you want to confirm and double-click to open the Fault Edit Module window.The record status can be open or closed.

3 Click the Confirmed By field.4 Enter your name.5 Double-click the On field.

The current date and time is entered.6 Click the Save button.

The record is now confirmed and changes saved to the database.

NoteThe business rule that applies when clearing parent faults applies when confirming the faults as well, i.e., when a parent fault is cleared/confirmed and there are non-cleared/non-confirmed child

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ED IT ING FAULTSClosure and Confirmation of Faults

fault(s), instead of automatically clearing/confirming the child faults, the system will display two yes/no messages prompting the user to confirm the clearing/confirming of the child faults.

NoteIf Product Feature FM:00941 is enabled, the alarm cleared time will be stored as a fault attribute when a fault is confirmed. The name of the Fault Attribute where Alarm Cleared Time will be stored is configured as the parameter value for this product feature. The Attribute must be configured in the Fault System and use a type of DATETIME.

HintThe On field referred to in step five of this procedure is displayed to the immediate right of the Confirmed By field. This reflects the tab order of the Fault Edit Module window.

163

EDIT ING FAULTSViewing Trouble Tickets

Viewing Trouble TicketsThis section describes how to view trouble tickets that have been generated for a selected fault record. A trouble ticket is a record for a fault identified in the network.

To view trouble tickets for a fault

1 Query a fault.Querying Faults on page 155 for more information about querying a fault.

2 Select the fault record, and click the Trouble Tickets button. The Trouble Tickets window opens in the context of the currently selected fault.

3 Use the scroll bar to select the record you want.

164

ED IT ING FAULTSCreating Trouble Tickets For Faults

Creating Trouble Tickets For FaultsThis section describes how to create a trouble ticket for a selected fault record. A trouble ticket is a record for a fault identified in the network.

To create a trouble ticket

1 Query a fault.Querying Faults on page 155 for more information about querying a fault.

2 Select the fault record, and double-click to open the Fault Edit Module window.

3 Click on the Trouble Tickets tab.4 In the Trouble Tickets tab, click Create Trouble Tickets. The Trouble

Tickets window opens in the context of the currently selected fault.

Figure 7–15. The Trouble Tickets window

5 Click on the Description field and enter a brief trouble ticket description.6 Complete any additional fields you want.

Trouble Tickets Window on page 188 for more information about these fields.

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EDIT ING FAULTSCreating Trouble Tickets For Faults

7 Click the Save button.The trouble ticket is generated and saved to the database.

HintWhen you save a trouble ticket to the database, four fields are auto populated. These fields are: Trouble Ticket Number, Fault Number, Employee and Created.

If you enter a value in the Type field, the Location and Index fields are auto populated based on the network element type you select.

166

ED IT ING FAULTSViewing and Assigning Fault Status

Viewing and Assigning Fault StatusThis section describes how to view and assign fault status for a selected fault record. Fault status can be tracked using the Status tab.

HintThe fault status must be entered in the chronological order.

You cannot modify or assign fault status for a fault record that has been confirmed.

The End Time entered in the Status window must be before the Clear Time for the selected fault record.

Viewing Fault Status

To view current fault status for a fault record

1 Query a fault record.Querying Faults on page 155 for more information about querying a fault.

2 Open the fault in the Fault Edit Module window. Modifying Faults on page 160 for more information about editing fault records.

3 Click the Status tab.The Status tab is displayed. Status Tab on page 146 for more information about the fields in this tab.

Assigning Fault Status

To assign fault status to a fault record

1 Open a fault for editing. Modifying Faults on page 160 for more information about editing fault records.

2 Click the Fault Status tab.The Fault Status tab is displayed.

3 Click the Start Time field and enter the start date.4 Click the Status field and enter the status you want.

Use LOV to enter a valid fault status.5 Click the Save button.

The fault status is saved.

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EDIT ING FAULTSViewing and Establishing Fault Links

Viewing and Establishing Fault LinksThis section describes how to view and establish fault links for a selected fault record. Fault links are tracked using the Links tab window.

Viewing Fault Links

This section describes how to view fault links for a fault record.

To view fault links for a fault record

1 Open a fault for editing. Modifying Faults on page 160 for more information about editing fault records.

2 Click the Links tab.The Links tab is displayed.

Figure 7–16. The Fault Edit Module/Links tab.

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ED IT ING FAULTSViewing and Establishing Fault Links

Establishing Fault Links

This section describes how to establish a link between a fault record and another entity. Links can be established with the following entities:• Access Connections• Access Topology• Alarms• Cable Cores• Cable Sheaths• Cards• Circuits• Cloud• Customers• Frame Appearance• Frame Container• Frame Unit• Generic Object• Infrastructure Connection• Infrastructure Topology• Location• Network Elements• Port• Rings• Services.

NoteA fault can have only one link if the link is established manually from the Fault Edit Module window. Multiple links can however be generated automatically from the Clarity Alarm Manager. See the Clarity Alarm Management GUI User Manual for more information.

When a fault is linked to any entity, a comment is automatically generated indicating the new link.

To establish links between a fault record and a selected entity

1 Open a fault for editing. Modifying Faults on page 160 for more information about editing fault records. Click the Links tab.

2 In the Link Category field, select a link entity from the drop-down list.3 In the Category Identifier field, use the list of Values to select a valid

category identifier.

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4 Click Save.The fault link is saved to the database.

NoteYou cannot add fault links to fault records that have been confirmed.

Once a fault record has been linked to a customer or basic service, the link cannot be deleted or updated.

Once a fault has been linked to a customer or basic service the fault record cannot be modified.

If a fault is linked to a circuit, double-click the circuit name to display the Circuit Query window. The linked circuit is automatically displayed.

Product feature FM:00601 will determine if the user can close a fault that has an alarm linked to it but which cannot be found in the database. This feature is turned off by default. When the product feature is Off, the user will not be able to clear the fault if the alarm state is not loaded in the database. A message will be displayed informing the user that the attached alarm will have to be cleared first. However, if the feature is turned On, the user will be able to clear a fault even if the alarm state is not loaded in the database.

Linking Faults to Cable Core Selections

To link to Category Cable Core selections

1 Open the Fault Edit Module window.2 Click the Links tab.3 Select Cable Core, as the category, in the Link Category list.4 Then select a valid cable sheath name in the Category Identifier field,

using the List of Values.

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5 The Link Cable Core Selection dialog box is displayed.

Figure 7–17. The Link Cable Core Selection dialog box

6 The selected cable sheath, along with its cables cores are displayed as in the above figure. It is possible for you to select the required cable core or the cable cores using the Select check box.

7 You can also use the Range Selection option, to select the core range which you require to link. Enter the required values in the From and To fields, and then click Select. If you wish to remove your selection, click Deselect.

HintThe above option is useful when you have a huge number of cable cores to select. Also if you wish to select all the cable cores, select the Select All check box.

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8 After the selections are made, click Link Cable Cores, in order to link them to the fault.b

Creating Parent-Child Fault Relationships

This section describes how to create parent-child fault relationships between the current fault and faults existing for other linked entities.

Field Description

Cable Sheath This includes the name of the cable sheath, the cable type and the status based on the List of Values.

Number The number of an existing cable core block. This is displayed as per the selection made for the Cable Sheath field.

Type The type of the cable core.

Select If this check box is selected, the corresponding cable core is selected.

Select All If this check box is selected, all the cable cores displayed will be selected.

From Define first number of the cable core selection.

To Define the last number of the cable core selection.

Table 7–17. Field Descriptions for Link Cable Core Selection dialog box

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To create fault relationships

1 Under the Links tab, for any linked entity, click on the Find Fault Relation button. The Choose and Set Fault Relation window is launched displaying all the faults that have the same fault link.

Figure 7–18. The Choose and Set Fault Relation window

2 Using the Select check box, select one or more faults that you wish to link to the current fault.

3 Choose from the following two options under the Set fault as radio group:– Child of one of the following faults- set the current fault as a CHILD

to an existing fault parent or a fault that has not been set as parent– Parent of one or more of the following faults - set fault as PARENT

of one or more faults that do not have relation

NoteThe check boxes available for the Set Fault as: option is automatically enabled or disabled based on the relation of the initiating fault (initiating fault is the one displayed in main screen of the fault edit form) screen to restrict the user to pick up only the choice that makes sense. For example if initiation fault is PARENT, option (1) will be disabled as that fault cannot be set as a child. Also, if initiation fault is CHILD both radio buttons (1) and (2) will be disabled as that fault cannot be set as a parent and child. In that instance all check boxes will be greyed out.If initiating fault is no in relation then both radio buttons (1) and (2) will be enabled.

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4 Double-click on any of the faults to launch the Fault Edit Module to display the details of that fault. – If fault link is CIRCUITS, then the fault module will retrieve all

components of CIRCUIT like: PORTS, CARDS, NE, CABLE CORE, FRAME APP, FRAME UNITS and FRAME CONTAIINERS. Also, it finds all components of any PARENT CIRCUITS and recursively all parents of the parent. Then it finds all open faults raised for the circuit elements and displays those faults in this screen.

– For SERVICES, it retrieves all circuits for the service where Circuit status is defaulted to INSERVICE, but can be configured. Statuses of the retrieved circuits for a service can be configured using the product feature FM:01056. Then it finds related faults for each circuit.

5 Once you have selected the fault and determined the relationships, click on the Set Relation button. The fault will be refreshed with the new Relation status and/or Parent fault Number.

Links Impact

The Fault Edit Module window allows users to view the list of Services, Customers and/or Circuits that maybe impacted by a Fault on a Network Infrastructure object such as a Card, Cable, Network Element, Frame Unit or Alarms This window also allows users to create child faults where required.

The Links Impact window can be accessed under the Links tab in the Fault Edit Module window.

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The Impact Analysis button is available for the following link types: CIRCUITS, PORTS, CARDS, EQUIPMENT, CABLE_CORES, CABLE_SHEATHS, FRAME_APPERANCES, FRAME_UNITS,FRAME_CONTAINERS, ALARMS, SERVICES

Figure 7–19. The Links Impact window

The top pane displays the link selection and the lower pane lists the impacted links: customers, circuits, and services. For each object, the following three columns exist:• Linked to Same Fault - Indicates if the impacted object is linked to the

same fault ticket• Linked to Child Fault - Indicates if a child fault of current fault

displayed in fault edit screen has been created for the impacted object.

• Linked to Other Faults - Indicates if this object is linked to any other fault ticket

Each of this displays Y or N. If Y, it is colour coded. If Linked to Same Fault field is Y it will be coloured yellow, If Linked to Child Fault is Y it will be coloured Orange and if Linked to Other Faults is Y it will be coloured light blue.

The Existing Faults block in the lower section displays contextual faults already linked to the objects selected in the blocks above, for example when a user selects a row, any existing Fault ID(s) are displayed. Note that the same colour coding is

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applied in this blocks as above. Double clicking on the Fault ID will launch the Fault Edit Module displaying the relevant Fault.

To analyse the impact

1 Open the Fault Edit Module window.2 Enter the information in the required fields in the Fault Details area.3 Save the fault details entered.4 Click the Links tab, and then select the Link Category that you require and

use the List of Values to select the Category Identifier. Save this link.5 Click Impact Analysis, to analyse the impact.6 The Links Impact window is displayed.7 Select the required link categories, or the individual links.8 If you need to display impacted circuits and connections or both, please

select either the Impacted Circuits (CCT) check box or the Impacted Connections (DCN) check box, or both.

9 Then click Find Impact.

NoteBy selecting or clearing the Select All check box, you can either select or clear all the links for that category.

10 The impact of the links/data connections are displayed in the Links Impact area.

11 You can select the required Circuit, the Customer or the Service and Create Child Faults or Link to Same Fault.

Creating Child Faults

To create a child fault record

1 Open a fault record for editing. Modifying Faults on page 160 for more information on editing fault records.

2 Click the Links tab.The Links tab is displayed.

3 Click the Impact button displayed next to the linked object. The Links Impact window is displayed.

4 Select the Link check box for any circuit, service or customer record. Alternatively you can select the Select All check box if the impact is for all circuits, services or customers.

5 Click the Create Child Faults button.

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6 A window as illustrated below is displayed that prompts the user to define the priority for the child fault ticket. Users have the following two options:– Apply the same priority as the parent fault– Deselect the above option and enter a new priority for the child fault.

Figure 7–20. The Priority Window

7 Click Ok once the priority is set. The new fault id will be displayed in the Links Impact window. Double-click to launch the Fault Edit Module window with the child fault in context.When Create Child Faults is selected then for each selected row in the block Link Impacts there will be only one child fault created. If for the same row multiple tick boxed are selected e.g. circuit, customer and service then only one child fault will be created for that row with multiple links. When multiple rows are selected, then separate fault tickets will be created for each row.

Linking to the same Fault

To link to the same fault

1 Select the Link check box for any circuit, service, or customer record.2 Click on Link to Same Fault. The impacted object will be linked to the same

fault and the field will be colour coded to display the same.

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EDIT ING FAULTSViewing Customer Contact Details

Viewing Customer Contact DetailsThis section describes how you can view the customer contact details.

To view the customer contact details


2 Click the Fault Links tab.3 Click the Contacts button.

The Contact Details window is displayed.

Figure 7–21. The Contact Details window

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ED IT ING FAULTSViewing All Fault Comments

Viewing All Fault CommentsThis section describes how you can view all fault comments in local time.

To view all fault comments


2 Click on the Fault Comments tab and then click the All Comments button.The View All Comments window is displayed.

3 Click the Close button to close the window.

Figure 7–22. The View All Comments window

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EDIT ING FAULTSFault Workflows

Fault WorkflowsThrough the Fault Edit Module, users can now trigger a workflow for a fault ticket. The workflow itself is configured using the Service Definition window and managed through the Service Order window. The various tasks included in the workflow and their status can however be monitored in the Fault Edit Module using the Workflows tab.

Figure 7–23. The Fault Workflow Button and Workflow tab

To use Fault Workflows

1 A generic fault workflow must have been defined by the customer using the Service Definition window.

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ED IT ING FAULTSFault Workflows

2 To provide the 'Generic' Workflow (Service Definition) values of Service Type, Order Type, Priority, Speed, Area and Workgroup, the Product Parameter Features for FM:01021 will need to be configured with these data sets.

Figure 7–24. Product Feature Parameters configuration

3 Create a fault. 4 The workflow is triggered for a fault using the Invoke Workflow button.

Click on this button to initiate the workflow. A confirmation message will prompt the user to confirm the initiation, with yes or no options. If 'yes' is selected, the Workflow will be initiated with a procedure call to the Generic

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Service Manager Workflow using the default vales configured using the Product Feature. Link to the Service Order is created and the workflow ID displayed to the user.

Figure 7–25. Workflow ID generated

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5 Once the workflow is triggered, the Workflow details and Tasks are populated under the Workflows tab.

Figure 7–26. Workflow Details and Tasks list

Note that the Invoke Workflow tab now changes to display View Workflow.

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6 Click on the View Workflow tab to invoke the Service Order form displaying the workflow tasks. Optionally, you can also launch this form by double-clicking on the Workflow ID.

Figure 7–27. Workflow displayed in the Service Order window

The workflow will progress as per the tasks. Work orders may be created for the manual tasks. Once all the tasks are completed, the Service Order is closed.

NoteFault workflows cannot be generated for fault tickets that are Open.

A Fault Ticket will be able to trigger multiple workflows where existing Workflows previously triggered from the fault have SERVICE ORDER STATUS = CLOSED or CANCELLED. If the Service Order is not of this Status, the Invoke Workflow button will be replaced by the View Workflow button.Fault Tickets cannot be confirmed if there is an open Workflow.An api that emulates the GetLinks API has been developed with an additional optional parameter LinkType so that where Service Manager requires information from Ticket Manager regarding Fault Link objects, this api allows the calling process to specify the type of Fault Link values to be returned, rather than just returning all values as with the current API. Link Types supported are those currently available in FM.A process function called Acknowledge Fault can be configured for the default workflow such that the fault is automatically acknowledged as one of the workflow steps. As a pre-requisite, users must have set up an employee

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called SYS (Work Group:Clarity, Work Group Class:Faults). The fault will be acknowledged as User=Sys and Date=current system date.

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C H A P T E R 8

Trouble Tickets

This section describes how to use the Trouble Tickets window in the Clarity Ticket Manager module.

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TROUBLE T ICKETSTrouble Tickets Window

Trouble Tickets WindowUse this window to create and view trouble ticket records. A trouble ticket is a record for a problem identified in the network.

To open the Trouble Tickets window

• From the Assurance menu, select Fault Manager and then click Trouble Tickets Maintenance.The Trouble Tickets window is displayed.

Figure 8–1. Trouble Tickets window

The sections of the Trouble Tickets window are:

Section See…

Trouble Ticket Number page 189

Comments tab page 191

Links tab page 192

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Trouble Ticket Number

Use this section to specify the trouble ticket details.

Figure 8–2. Trouble Ticket Number section in the Trouble Tickets window

Fields

The fields in the Trouble Ticket Number section are:

Field Description

Trouble Ticket Number

Unique trouble ticket identification number. This is system generated when the ticket is created.

Fault Number Fault number associated with the trouble ticket(if any).

Work Group The name of the work group that the trouble ticket will be assigned to. Use LOV to select a value.Note:The list of work groups that the ticket can be assigned to is determined by the the work-group constraints set in the Work Groups Definition form for this work group. That is, only those work groups that are selected in the Work Group Assignment column in the above-mentioned form will appear for selection in the LOV in the Trouble Tickets form.

TT Outage Trouble ticket outage in hours:minutes.

Table 8–1. Trouble Ticket Number section fields (sheet 1 of 2)

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Occurrence Outage

Outage time for this occurrence.

Description Free text field for a description of the trouble ticket.

Acknowledged By Automatically populated with the logged on user’s name when the Acknowledged field is double-clicked.

Acknowledged The acknowledgement date. Double-click this field to populate with the current system time.Note: The acknowledge date cannot be greater the

current system time or occur before the Entered By date.

Cause Identifying code associated with the cause of the fault.

Activity Identifying code associated with the repair activity.

Object Part Identifying code associated with the network element part that was damaged.

Damage Identifying code associated with a description of the damage.

Repaired The date and time the problem is fixed and the trouble ticket closed.

Resolution Description of the solution used to resolve the problem.

Employee Name of the employee that is currently logged into the Clarity system. This field is auto populated.

Created The date and time the trouble ticket is created. This field is auto populated.

Field Description

Table 8–1. Trouble Ticket Number section fields (sheet 2 of 2)

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Button

The button in the Trouble Ticket Number section is:

Trouble Ticket Comments tab

Use the Trouble Ticket Comments tab to enter additional comments that you want to add for the trouble ticket record.

Figure 8–3. Trouble Ticket Comments tab in the Trouble Tickets window

Fields

The fields in the Trouble Ticket Comments tab are:

Button Use to…

Attach and View File

Open the File Attachments window where you link related files to the trouble ticket. See Getting Started with Clarity OSS for more information on creating and deleting links to external files.

Table 8–2. Trouble Ticket Number section button

Field Description

Line Automatically populated with the sequence number for the trouble ticket comment.

Entered Automatically populated with the date and time that the trouble ticket comments were entered.

Entered By Automatically populated with the logged on user’s name.

Table 8–3. Trouble Ticket Comments tab fields (sheet 1 of 2)

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Button

The button in the Trouble Ticket Comments area is:

Trouble Ticket Links tab

Use the Trouble Ticket Links tab to link a trouble ticket to an entity, for example, a card, network element or cable core.

Figure 8–4. Trouble Ticket Links tab in the Trouble Tickets window

Text Free text field for trouble ticket comments.Text wrapping in comments enabled. The text field can capture a maximum of 1000 characters. (Mandatory)

Button Use to…

Show All Comments

View all trouble ticket comments in a separate window. See Viewing All Trouble Ticket Comments on page 199 for more information.

Table 8–4. Trouble Ticket Comments tab button

Field Description

Table 8–3. Trouble Ticket Comments tab fields (sheet 2 of 2)

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Fields

The fields in the Trouble Ticket Links tab are:

Field Description

Link Category The faulty entity to which the ticket is linked. Select one of the following from the drop-down list:• Cable Core• Cable Sheath• Card• Frame Appearance• Frame Container• Frame Unit• Network Element.

Category Identifier Primary unique identifier of the specific instance of the link category. Use LOV to select a value.

Category Identifier Description

Automatically populated with the description of the category. Click the button to the right of this field to open the Editor window and view the description in full.

Replacement The instance of the replacement ( applicable only if the fault is related to a card )

Replacement Identifier

Unique identifier of the specific instance of the replacement.

Table 8–5. Trouble Ticket Links tab fields

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TROUBLE T ICKETSFeatures of the Trouble Tickets Window

Features of the Trouble Tickets WindowThe features of the Trouble Tickets window are:

Feature See…

Opening the Trouble Tickets window

page 188

Querying trouble tickets page 195

Creating trouble tickets page 196

Modifying trouble tickets page 197

Closing trouble tickets page 198

Viewing all trouble ticket comments page 199

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TROUBLE T ICKETSQuerying Trouble Tickets

Querying Trouble TicketsThis section describes how to query existing trouble ticket records.

To query a trouble ticket

1 Open the Trouble Tickets window.See Trouble Tickets Window on page 188 for more information about opening the Trouble Tickets window.

2 Click the Query button.The window is now in query mode.

3 Enter the search criteria.4 Click the Query button.

Any existing trouble ticket records are displayed. Use the scroll bar to view the search results.

HintIf you do not enter search criteria, all records will be returned.

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TROUBLE T ICKETSCreating Trouble Tickets

Creating Trouble TicketsThis section describes how to create a trouble ticket record.

NoteThe Trouble Tickets window can also be opened in the context of a fault through the Trouble Tickets tabbed region in the Fault Edit Module window. See Viewing Trouble Tickets for more information.

To create a trouble ticket record

1 Open the Trouble Tickets window.See Trouble Tickets Window on page 188 for more information about opening the Trouble Tickets window.

2 In the Work Group field, assign a work group to the trouble ticket. Use LOV to select a work group.

3 In the Description field, enter a brief trouble ticket description.4 Complete any additional fields.

See Trouble Ticket Number on page 189 for more information about these fields.

5 Click the Save button.The trouble ticket is generated and saved to the database.

HintWhen you save a trouble ticket to the database, three fields are auto populated. These fields are Trouble Ticket Number, Employee and Created.

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TROUBLE T ICKETSModifying Trouble Tickets

Modifying Trouble TicketsYou can modify trouble tickets after they have been saved to the database. This section describes how to update trouble ticket records.

NoteYou can only modify trouble ticket records that have been created for your own work group.

To modify a trouble ticket

1 Query a trouble ticket record.See Querying Trouble Tickets on page 195 for more information about querying trouble ticket records.

2 Edit the fields that you want to modify.See Trouble Ticket Number on page 189 for more information about these fields.

3 Click the Save button.Your changes are saved to the database.

HintYou cannot modify the following fields after they have been saved to the database: Trouble Ticket Number, Employee, Created and Repaired.

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TROUBLE T ICKETSClosing Trouble Tickets

Closing Trouble TicketsThis section describes how you can close an existing trouble ticket record. Trouble tickets that are closed indicate that the associated problem has been rectified.

To close a trouble ticket


2 Double-click the Repaired field.The current date and time is entered.

3 Click the Save button.The trouble ticket is now closed.

NoteA repaired timestamp may be modified before the record is saved.

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TROUBLE T ICKETSViewing All Trouble Ticket Comments

Viewing All Trouble Ticket CommentsThis section describes how you can view all trouble ticket comments which are concatenated with user name and timestamp.

To view all trouble ticket comments


2 Click on the Comments tab and then click the Show All Comments button.All the comments for current trouble ticket record are displayed.

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TROUBLE T ICKETSViewing All Trouble Ticket Comments

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C H A P T E R 9

Audit Trail

This section describes the Audit Trails window accessed from the Query submenu.

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AUDIT TRA ILAudit Trails Window

Audit Trails WindowUse the Audit Trails window to track changes made to the following entities used or referred to in the Clarity Assurance module:• Planned Events• Faults

This information is created in other Clarity modules. The Audit Trail window allows the Assurance module users to audit which records have changed.

To open the Audit Trails Window

1 From the Assurance menu, point to Query, and then click on Audit Trail. The Audit Trails window is displayed.

You can query based on the action performed on the entitiy, for example, if a new entity has been inserted, or an existing entity has been updated or deleted.

NoteIf no search criteria is provided, then all records are retrieved.

Planned Events Tab

Use this tab to view any updates made to planned events maintained in the Planned Event Details window.

To query planned events audit records

1 Open the Audit Trails window.See Audit Trails Window on page 202 for more information.

2 Click the Planned Events tab to display the addresses audit trail information.

3 Click on the Action field and use the LOV button to select one of the following actions:– Insert– Delete– Update

4 Click the Query button to view the audit records for the selected action.

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AUDIT TRAILAudit Trails Window

The Planned Events tab is shown below.

Figure 9–1. Planned Events Audit Trail

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Fields

The fields in the Planned Event Audit Trail section are:

Field Description

Action Can be INSERT, UPDATE or DELETE. It will be set to INSERT when a new record is added, UPDATE when the record is updated and DELETE when record is deleted.

User Username of the user that performed the action.

Date System date when the change occurred.

Planned Event No. Unique identification number for the planned event. This field is automatically populated with the year, month and consecutive planned event number, e.g. PE2003/09-001.

Planned Start The intended start date and time for the planned event. Use the format DD-MMM-YYYY and HH:MM.A planned start date must always be on a future date. Double-click this field to populate with a date that is 4 days after the current system date.

Planned End The intended completion date and time for the planned event. Double-click this field to populate with a date that is 11 days after the current system date.

Actual Start The date and time the planned event activity started. Actual start date must be before the actual end date.Double-click this field to populate with the current system date and time.

Actual End The date and time the planned event activity was completed.Double-click this field to populate with the current system date and time.

Title A brief description of the planned event.

Table 9–1. Planned Event tab, Audit Trail fields.

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For further information, refer to the Planned Event Details chapter in the Planned Events user manual.

Faults Tab

Use this tab to view any updates made to faults maintained in the Fault Edit Module window.

To query faults audit records

1 Open the Audit Trails window.See Audit Trails Window on page 202 for more information.

2 Click the Faults tab to display the address serviceability audit trail information.

3 Click on the Action field and use the LOV button to select one of the following actions:– Insert– Delete– Update

4 Click the Query button to view the audit records for the selected action.

Objective The purpose of the planned event.

Impact The impact of the planned event on the customer. Values for selection are:• (CA) Customer Affecting• (CT) Customer Threatening• (NCA) Not Customer AffectingUse the drop-down menu to make a selection.

State The current state of the planned event, e.g. Proposed, In Progress. Select from the drop-down list.

Field Description

Table 9–1. Planned Event tab, Audit Trail fields.

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The Faults tab is shown below.

Figure 9–2. Faults tab, Audit Trail window

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Fields

The fields in the Fault Audit Trail section are:

Field Description

Action Can be INSERT, UPDATE or DELETE. It will be set to INSERT when a new record is added, UPDATE when the record is updated and DELETE when record is deleted.

User Username of the user that performed the action.

Date System date when the change occurred.

Fault Type The fault type. Used to determine what kind of fault AMS, the service desk or the user has selected.

Number The unique identifier of the fault. This number is automatically generated by the Clarity system when you save a new fault record.

Reported On The date and time that the fault was reported. When you tab to this field it is automatically populated with the system date and time.


Priority Priority of the fault and associated actions. Use LOV to select a value.


Work Group The work group of the user that reassigned the fault. This is a read-only field that is completed by default when the fault is reassigned.

Cause The identified cause of the fault. Use LOV to select a value.

Confirmed On The date and time that the fault was confirmed.

Table 9–2. Fault tab, Audit Trail window; fields

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Confirmed By Name of the person that confirmed the fault.Note: When the fault is confirmed, an entry in the Fault

Comments section is automatically generated.

Cleared On The date and time that the fault was cleared.

Cleared By Name of the person that cleared the fault. This field is completed by default, if and when the next (On) field is populated.

Acknowledged On The date and time that the fault was acknowledged.

Acknowledged By Name of the person that acknowledged the fault. This field is completed by default, if and when the next (On) field is populated.

Entity The main entity involved in the fault, e.g. Circuits. Use LOV to select a value.

Category The name of the fault category, e.g. CB for Cable Facility. Use LOV to select a category.Values for this field are set up in the Fault Category reference window.

Sub-Category The name of the fault sub-category, if the category has sub-categories. Use LOV to select a sub-category.Values for this field are set up in the Fault Category reference window.

Contact Additional contact details for the person reporting the fault.

Region The geographical region in which the fault originated.

Impact The impact of the fault on the network. Use LOV to select a value.

Location Clearence code for location.

Network 1 Clearence code for network.

Field Description


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For further information, refer to the Editing Faults chapter in the Ticket Manager user manual.

Network 2 Clearence code for network.

Action Clearence code for action.

Cause Clearence code for cause.

Field Description


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C H A P T E R 1 0

Status History

This section describes the Status Change History window accessed from the Query submenu.

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STATUS H ISTORYStatus Change History Window

Status Change History WindowUse the Status Change History window to display the history of status changes for the following Clarity system entities:• Faults• Planned Events• Trouble Tickets

You can use this window as an audit trail to track what happens to a specific entity throughout its lifecycle.

To further refine your audit trail, you can enter wildcard search criteria in the Key, Status and User Name fields. This is useful when the Clarity System contains a great deal of data.

To open the Status Change History window

1 From the Assurance menu, point to Query, and then click on Status History.The Status Change History window is displayed.

Figure 10–1. Status Change History window

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Fields

The fields in the Status Change History window are:

Field Description

Search Block for Status Change History

Choose an entity Use the drop-down menu to select the Clarity System entity whose status change history you want to query. Options include:• Faults• Planned Events• Trouble Tickets

Key The system-generated number for the Clarity System entity/class given when created. (Queryable field)

Status The last status update appropriate for the category of Clarity System entity or class. (Queryable field)

User Name Searches for all changes made by the selected user.

Start Date Searches for all changes made after the specified start date. Enter a value in the No of Days field to limit the search.

Number of Days Searches for all changes that occurred within the number of days from the specified start date.

Allow Wild Cards Click this box to allow wild cards in the search.

Status Change History

Key The system-generated number for the Clarity System entity/class given when created.

Status The last status update appropriate for the category of Clarity System entity or class.

User Name The user who last updated the status.

Table 10–1. Status Change History window fields

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Button

The button in the Status Change History window is:

NoteOn opening the Status Change History window, the entity Faults is selected by default. From the Choose an Entity drop-down menu, you can select other Clarity System entities whose status change history you want to query. To refine displayed research results further, enter any known value or values followed by the % wildcard character in one or more of the following fields:

Key

Status

User Name

Time Stamp Automatically populated with the current system date and time when the status was saved.

Records Retrieved The total number of records that match the search criteria.

Button Description

Search Click this button to perform the query.

Table 10–2. Status Change History window; button

Field Description

Table 10–1. Status Change History window fields

214

C H A P T E R 1 1

Reference Data Windows

This section shows you how to use the Fault Manager reference data windows. These windows are used to maintain information that is accessed using List of Values (LOV).

215

REFERENCE DATA W INDOWSReference Data Windows overview

Reference Data Windows overviewThe reference data windows available from the Assurance menu are:

Many fields in the Clarity Ticket Manager module use the list of values (LOV) to enter valid information. These lists are set up and maintained in reference windows.

NoteAny field requiring selection of a value through the LOV means that reference data for values relevant to that field needs to be previously set up.

Window See…

Fault Attribute List page 218

Fault Attribute Templates page 220

Fault Category page 223

Fault Cause page 225

Fault Clearance Codes page 226

Fault Entity page 228

Fault Impact page 229

Fault Priority page 230

Fault States page 231

Fault Timing Codes page 233

Fault Types page 234

Trouble Ticket Groups page 235

216

REFERENCE DATA W INDOWSReference Data Windows overview

For full details of functions that can be carried out on records in all Clarity system reference windows, see Using Reference Windows in Getting Started with Clarity OSS. This includes:• querying records• modifying records• inserting records.

217

REFERENCE DATA W INDOWSFault Attribute List

Fault Attribute ListUse this window to define the name and description of fault attributes.

To open the Fault Attribute List window

• From the Assurance menu, select Reference Data and then click Fault Attributes Definition.The Fault Attribute List window is displayed.

Figure 11–1. Fault Attribute List window

Fields

The fields in the Fault Attribute List window are:

Field Description

Sort Order Specifies the order in which the attributes will be listed in the Fault Edit window.

Name Unique short name for the fault attributes list. (Mandatory)

Table 11–1. Fault Attribute List window; fields

218

REFERENCE DATA W INDOWSFault Attribute List

Description Free text field to further describe the fault attribute list. (Mandatory)

Default Value The Clarity default values.

Optionality Value can be:Close - Mandatory to enter a value for the corresponding attribute in the Fault Edit Module window when clearing the fault.None - Optional to enter values for the corresponding attribute.

Data Type The type of data to be entered in the Value field.

Fault Attribute List Values

Possible list of values for the attributes. These values will appear in the LOV for the Value field in the Fault Edit Module window.

Field Description

Table 11–1. Fault Attribute List window; fields

219

REFERENCE DATA W INDOWSFault Attribute Templates

Fault Attribute TemplatesThe Fault Attribute Templates screen allows the user to define fault attribute templates. A fault attribute template is a container for a set of fault attributes. Using templates, users can specify which attributes are optional and which are mandatory. When a fault is created, the attributes can be loaded by selecting a template. Users can select which attributes they want to load for a particular fault. In addition, users can also delete any optional attributes if they so desire.

To open the Fault Attribute Templates window

• From the Assurance menu, select Reference Data and then click Fault Attribute Templates.The Fault Attribute Templates screen is displayed.

Figure 11–2. Fault Attribute Templates screen

Fields

The fields in the Fault Attribute Templates screen are:

Field Description

Template The name of the Fault Attributes template.

Description Description for the template

Table 11–2. Fault Attribute Templates screen; fields

220


To create fault attribute templates

1 Enter the attribute name and description in the header region of the Fault Attribute Templates screen.

2 Select the Active check box to mark the template as Active.

Active Check box Indicates if the template is active or inactive. If a template is inactive, it will not be available for selection when a user clicks the Load Template button in the Fault Attributes tab of the Fault Edit Module screen.

Attributes The list of fault attributes that will be loaded when this template is selected. Attributes are selected from an LOV and derived from the attributes that the user defines using the Fault Attribute List screen.

Display Order Allows unique ordering of the Attributes. Values do not need to be contiguous, but must be unique. The Display Order determines how the values will be loaded under the Fault Attributes tab in the Fault Edit Module screen.This is automatically populated based on the Sort Order defined in the Fault Attribute List screen for the selected fault attribute. Note that for a particular template, the user can change the sort order in the Fault Attribute Templates screen.

Optionality Indicates if the fault attribute is a madatory or optional attribute. Value can be:Close - Mandatory to enter a value for the corresponding attribute in the Fault Edit Module window when clearing the fault.None - Optional to enter values for the corresponding attribute.Mandatory attributes cannot be deleted once loaded in the Fault Attributes section of the Fault Edit Module window.This is automatically populated based on the Optionality defined in the Fault Attribute List screen for the selected fault attribute. Note that for a particular template, the user can change the optionality in the Fault Attribute Templates screen.

Field Description

Table 11–2. Fault Attribute Templates screen; fields

221


3 Use the LOV on the Attributes field to select the fault attributes that will be associated with this template. The Display Order and Optionality will be automatically populated.

4 Change the Display Order and Optionality for this particular template if needed.

5 Save your record.

Figure 11–3. Fault Attribute Templates example

NoteBy default a DATA MIGRATION TEMPLATE exists that is created by a data migration script. All attributes defined in the Fault Attribute List screen is copied into this template. Once the user creates a working set of templates, the DATA MIGRATION TEMPLATE can be set as non-active.

NoteFor Work Force Management (WFM) integration there are three fault attributes: FSM_WORKGROUP, FSM_PRIORITY and FSM_CUSTOMER_APPOINTMENT_DATE. The names of the attributes can be configured by enabling the product feature FM:00881. In addition, when the user creates a new job ticket using the "Create Job Ticket" button, a new pop up window will appear to capture the FMS attributes, as they are not automatically loaded. Subsequently if new job tickets are created for the same fault ticket the values in the pop up are pre-populated by the previous values, but user may change those values.

For information on how the Fault Attribute Template is used, see Creating Fault Records on page 156.

222

REFERENCE DATA W INDOWSFault Category

Fault CategoryUse this window to define the categories in which to group faults, for example, outside plant facility, inside plant facility. Faults categories can be used to identify faults that are both internal and external to the network.

To open the Fault Category window

• From the Assurance menu, select Reference Data and then click Fault CategoryThe Fault Category window is displayed.

.

Figure 11–4. Fault Category window

Fields

The fields in the Fault Category window are:

Field Description

Fault Category

Name Unique short name for the fault category, e.g. OP. (Mandatory)

Description Free text field to further describe the fault category, e.g. outside plant facility. (Mandatory)

Table 11–3. Fault Category window; fields

223

REFERENCE DATA W INDOWSFault Category

Fault Sub Category

Name The name of the fault sub category, e.g. Bad network card. (Mandatory)

Description Free text field to further describe the fault sub category. (Mandatory)

Field Description

Table 11–3. Fault Category window; fields

224

REFERENCE DATA W INDOWSFault Cause

Fault CauseUse this window to define a list of all possible causes for a fault, e.g. equipment failure, planned outage, etc.

To open the Fault Cause window

• From the Assurance menu, select Reference Data and then click Fault Cause.The Fault Cause window is displayed.

Figure 11–5. Fault Cause window

Fields

The fields in the Fault Cause window are:

Field Description

Name Short name for the fault cause, e.g. PO. (Mandatory)

Description Free text field to further describe the fault cause, e.g. planned outage. (Mandatory)

Table 11–4. Fault Cause window; fields

225

REFERENCE DATA W INDOWSFault Clearance Codes

Fault Clearance CodesUse this window to maintain a list of fault clearance codes. These codes represent the fault clearance protocol and are grouped under the following classes:• Action• Cause• Location• Network.

To open the Fault Clearance Codes window

• From the Assurance menu, select Reference Data and then click Fault Clearance Codes.The Fault Clearance Codes window is displayed.

Figure 11–6. Fault Clearance Codes window

Fields

The fields in the Fault Clearance Codes window are:

Column Description

Abbreviation Abbreviation of the fault clearance code. (Mandatory)

Table 11–5. Fault Clearance Codes window; fields

226

REFERENCE DATA W INDOWSFault Clearance Codes

Class The grouping category (class) for the fault clearance code. (Mandatory)Select one of the following values from the drop-down list:• Action• Cause• Location• Network.

Description Free text field to further describe the clearance code. (Mandatory)

Column Description

Table 11–5. Fault Clearance Codes window; fields

227

REFERENCE DATA W INDOWSFault Entity

Fault EntityUse this window to define the physical items of equipment within the network that may be affected by a fault and which may be serviced by different groups of fault technicians.

To open the Fault Entity window

• From the Assurance menu, select Reference Data and then click Fault Entity.The Fault Entity window is displayed.

Figure 11–7. Fault Entity window

Fields

The fields in the Fault Entity window are:

Field Description

Name Short name for the equipment within the network that may be affected by a fault. (Mandatory)

Description Free text field to further describe the fault entity. (Mandatory)

Table 11–6. Fault Entity window; fields

228

REFERENCE DATA W INDOWSFault Impact

Fault ImpactUse this window to define a list of fault severity levels that indicate the impact of a fault on customers and their services, e.g. Critical, Customer Affecting, etc.

To open the Fault Impact window

• From the Assurance menu, select Reference Data and then click Fault Impact.The Fault Impact window is displayed.

Figure 11–8. Fault Impact window

Fields

The fields in the Fault Impact window are:

Field Description

Name Short name for the fault impact, e.g. Critical, CA, etc. (Mandatory)

Description Free text field to further describe the fault impact, e.g. Customer Affecting, etc. (Mandatory)

Table 11–7. Fault Impact window; fields

229

REFERENCE DATA W INDOWSFault Priority

Fault PriorityUse this window to define a list of fault priorities that indicate the prioritisation of the faults in the system.

To open the Fault Priorities window

• From the Assurance menu, select Reference Data and then click Fault Priority.The Fault Priority window is displayed.

Figure 11–9. Fault Priority window

Fields

The fields in the Fault Priority window are:

Field Description

Code Unique fault priority identification code. (Mandatory)

Description Free text field to further describe the fault priority. (Mandatory)

Table 11–8. Fault Priority window; fields

230

REFERENCE DATA W INDOWSFault States

Fault StatesUse this window to define a list of the various states in the lifecycle of a fault, e.g. Open, In Progress, Closed.

To open the Fault States window

• From the Assurance menu, select Reference Data and then click Fault States.The Fault States window is displayed.

Figure 11–10. Fault States window

Fields

The fields in the Fault States window are:

Field Description

State Code Unique identification code that represents the fault state. (Mandatory)

Description Free text field to further describe the state. (Mandatory)

Rebate • Y – If code is included in rebate.• N – If code is excluded from rebate. Note: Rebate relates to customer billing. (Mandatory)

Table 11–9. Fault States window; fields (sheet 1 of 2)

231

REFERENCE DATA W INDOWSFault States

Callback Flag Values can be:Never: When the callback flag is set to Never, the Callback API is never used when the fault is in the corresponding state.Once: When the callback flag is set to Once, the Callback API is used/called only the first time the fault is in the corresponding state.Multiple: When the callback flag is set to Multiple, the Callback API is called everytime the fault is the corresponding state.

Standard Status The Clarity standard status.

Field Description

Table 11–9. Fault States window; fields (sheet 2 of 2)

232

REFERENCE DATA W INDOWSFault Timing Codes

Fault Timing CodesUse the Fault Timing Codes window to define timing codes to record timings for miscellaneous events/tasks associated with clearing faults generated from alarms, for example customer appointments.

To open the Fault Timing Codes window

• From the Assurance menu, select Reference Data and then click Fault Timing Codes.The Fault Timing Codes window is displayed.

Figure 11–11. Fault Timing Codes window

Fields

The fields in the Fault Timing Codes reference window are:

Field Description

Abbreviation Abbreviation of the fault timing code.

Description Description of the timing code.

Table 11–10. Fault Timing Codes window; fields

233

REFERENCE DATA W INDOWSFault Types

Fault TypesUse this window to define a list of fault types.

To open the Fault Types window

• From the Assurance menu, select Reference Data and then click Fault Types.The Fault Types window is displayed.

Figure 11–12. Fault Types window

Fields

The fields in the Fault Types window are:

Field Description

Name The name of the type of fault. (Mandatory)

Description Free text field to further describe the type of fault. (Mandatory)

Table 11–11. Fault Types window; fields

234

REFERENCE DATA W INDOWSTrouble Ticket Groups

Trouble Ticket GroupsUse the Trouble Ticket Groups window to categorize multiple trouble ticket causes under defined network element groups.

NoteThe records displayed in the Trouble Ticket Causes section are related to the record selected in the Trouble Ticket Groups section.

Trouble ticket groups are allocated to the system when a trouble ticket record is saved. Trouble ticket causes are comments on the network resources requiring repairs.

To open the Trouble Ticket Groups window

• From the Assurance menu, select Reference Data and then click Trouble Ticket Groups.The Trouble Ticket Groups window is displayed.

Figure 11–13. Trouble Ticket Groups window

235

REFERENCE DATA W INDOWSTrouble Ticket Groups

Fields

The fields in the Trouble Ticket Groups reference window are:

Field Description

Trouble Ticket Groups

Group Code Abbreviation for a particular group of equipment.

Equipment Type Network element equipment type.

Trouble Ticket Causes

Cause Code The code corresponding to a particular problem class.

Description A meaningful description of the cause.

Class Class describes the nature of the fault. Select one of the following values from the drop-down list:• Cause

The cause of the problem (e.g. crack in battery casing).

• ActivitiesThe action taken, e.g. no activities.

• ObjectsThe object part, e.g. a cell or power cable.

• DamageAn overview of the damage to the NE Equipment, e.g. battery cell voltage too high.

Table 11–12. Trouble Ticket Groups window; fields

236

C H A P T E R 1 2

Reports

This section provides an overview of the reports that are available within the Assurance Suite.

237

REPORTSReports Generated in Ticket Manager

Reports Generated in Ticket ManagerThis Chapter explains the procedure to open and print the following reports, available from the Assurance/Reports menu path.

NoteMany fields in the Clarity Ticket Manager module use the List of Values (LOV) to enter valid information. These lists are set up and maintained in reference windows.

NoteAny field requiring selection of a value through the LOV means that, the reference data for values relevant to that field needs to be previously set up.

NoteThe Clarity Report Launcher view displayed from some of the menu options differ from one option to another.

Report Name Reference

Alarm Types See Alarm Types Reports on page 240

Alarm Typing See Alarm Typing Reports on page 243

Fault Details See Fault Details Reports on page 244

Fault Summary Reports See Fault Summary Reports on page 247

Breakdown Reports See Breakdown Reports on page 258

Customer Related reports See Customer Related Reports on page 262

Reliability Reports See Reliability Reports on page 271

Restoration Reports See Restoration Reports on page 284

Reference See Reference Reports on page 288

Table 12–1. Reference Table.

238

REPORTSReports Generated in Ticket Manager

NoteThe buttons in the Clarity Report Launcher dialog box are the same for all the views

239

REPORTSAlarm Types Reports

Alarm Types ReportsUse this report to generate a list of the Alarm Types and their descriptions, as defined in the Assurance Reference Data.

To generate a report for Alarm Types

1. From the Assurance menu, select Reports and then click Alarm Types.The Clarity Report Launcher is displayed.

Figure 12–1. The Clarity Report Launcher dialog box- the view displayed when accessing from the Alarm Type and Alarm Typing menu options.

2. Select the required destination type, from the Destination Type list.3. If the destination type is selected as File, then enter the a name in the

Destination Name field.4. Select the report format that you wish to generate the report, from the Report

Format list.5. Click the Run Report button. The report is generated at the destination you

selected in step 3. 6. If you do not wish to continue the report generation in progress, click the

Cancel Report button.

240


Sample Report: Alarm Types

Figure 12–2. A sample of an Alarm Type report.

241


Fields

Buttons

Field Description

Destination Type The type of the destination, where the report is generate. The available options are as follows:• Cache• File

Destination Name A file name, if the selected destination type is specified as File.

Report Format The format of the generated report. The available formats are as follows:• Delimited• HTML• HTML StyleSheet• PDF• Spreadsheet• RTF• XML

Table 12–2. The field descriptions for the Clarity Report Launcher dialog box- the view displayed from the Alarm Types option.

Button Description

Run Report To generate the report at the selected destination.

Cancel Report To cancel a report generation already in progress.

Table 12–3. The Clarity Report Launcher - buttons.

242

REPORTSAlarm Typing Reports

Alarm Typing ReportsUse this report to generate a list of the Alarm Typing for a Network Element, as defined in the Assurance Reference Data. The report also includes the effect of the fault and the action that needs to be taken to rectify it.

To generate a report for Alarm Typing

1. From the Assurance menu, select Reports and then click Alarm Typing.The Clarity Report Launcher is displayed. See Figure 12–1 on page 240

2. Select the required destination type, from the Destination Type list.3. If the destination type is selected as File, then enter the file name in the

Destination Name field.4. Select the report format that you wish to use, when generating a report, from

the Report Format list.5. Click the Run Report button. The report is generated at the destination you



Sample Report: Alarm Typing

Figure 12–3. A sample of an Alarm Typing report.

243

REPORTSFault Details Reports

Fault Details ReportsUse this report to find a list of faults in a database for a selected fault identification category. This report also shows the fault links, fault status and the duration of each fault.

To generate a report for Fault Details

1. From the Assurance menu, select Reports and then click Fault DetailsThe Clarity Report Launcher dialog box is displayed.

Figure 12–4. The Clarity Report Launcher dialog box - the view displayed when accessing from the Fault Details menu options.



the Report Format list.5. Enter a fault number, with circuit links in the Fault Number field.6. Enter the required circuit link using the List of Values, in the Circuit field.7. Click the Run Report button. The report is generated at the destination you



244


Sample Report: Fault Details

Figure 12–5. A sample of a Fault Detail report.

245


Fields

Buttons

Field Description




Fault Number The circuit display fault number.

Circuit The circuit display name of the specified circuit.

Table 12–4. The field descriptions of the Clarity Report Launcher dialog box- the view displayed from the Fault Details option.

Button Description



Table 12–5. The Clarity Report Launcher - buttons

246

REPORTSFault Summary Reports

Fault Summary ReportsThe generated fault summary reports are listed below:

i. Daily Fault Summary-This report summarizes the daily fault occurrences for the specified period.

ii. Fault Cleared Summary-This report summarizes the faults that were cleared for the specified period.

iii. Fault Heldover Summary-This report gives a summary of the remaining faults for the specified period.

iv. Fault Heldover Summary/Frame Container- This report gives a summary of the remaining faults, related to frame container records, for the specified period.

v. Service-This report displays information about the services and eventual faults associated with a circuit.

vi. Summary- This report displays information about the faults raised for the selected workgroup during the specified period.

247


To generate fault summary reports: (This procedure can be applied to generate reports i to iv of the above list)

1. From the Assurance menu, select Reports, point to Fault Summary Reports and then click on the menu options as per your requirement. The Clarity Report Launcher dialog box is displayed.

HintThe menu options are as follows: Daily Fault Summary, Fault Cleared Summary, Fault Heldover Summary or Fault Heldover Summary/Frame Container.

Figure 12–6. The Clarity Report Launcher dialog- the view displayed from the above mentioned Fault Summary Report menu options.


Destination Name field. 4. Select the report format that you wish to use, when generating a report, from

the Report Format list.

248


5. Enter the required area hierarchy in the Area Hierarchy field. Use the List of Values.

6. Enter the first level area, using the List of Values in the First Level field.7. Enter the second level area, using the List of Values in the Second Level

field.8. Enter the start date and the end date of the period you wish to run the report

for, in the From Date and the To Date fields respectively.

NoteIf you wish to run the report on all the areas of the first level or/and the second level, please select the All check box.

9. Click the Run Report button. The report is generated at the destination you selected in step 3.

10. If you do not wish to continue the report generation in progress, click the Cancel Report button.

Sample Report: Fault Held Over Summary

Figure 12–7. A sample of a Summary report.

Fields

The fields in the Clarity Report launcher dialog box view displayed from the following menu options: Daily Fault Summary, Fault Cleared Summary, Fault Heldover Summary or Fault Heldover Summary/Frame Container.

249


Field Description




Area Hierarchy The hierarchy used for the areas.

First Level Select the first level area using the List of Values.

Second Level Select the second level area using the List of Values.

Service Type The type of service supplied on the circuit.

From Date The start date of the period you wish to generate the report on.

To Date The end date of the period you wish to generate the reports.

All If this check box is selected all the areas of either the first level or the second level will be included in the generated report.

Table 12–6. The field descriptions for the Clarity Report Launcher dialog box- View displayed for the above mentioned options.

250


Buttons

Button Description




251


To generate a fault summary report for a Service:

1. From the Assurance menu, point to Reports, select Fault Summary Reports and then click Services. The Clarity Report Launcher dialog box is displayed.

Figure 12–8. The Clarity Report Launcher -the view displayed when using the Fault Summary Reports/Services menu option.

2. Select the required destination type, from the Destination Type list.3. If the destination type is selected as File, then enter the a name in the


the Report Format list.5. Enter the circuit display name, in the Circuit Name field. Use the List of

Values.6. Click the Run Report button. The report is generated at the destination you



252


Sample Report: Service and Associated Faults

Figure 12–9. A sample of a Service report.

253


Fields

Buttons

Field Description




Circuit Name The display name of the specified circuit.

Table 12–8. The field descriptions for the Clarity Report Launcher- for the view displayed from the Fault Summary Reports/Service menu option.

Button Description



Table 12–9. The Clarity Report Launcher- buttons

254


To generate a report on summary of faults by work groups:

1. From the Assurance menu, point to Reports, select Fault Summary Reports and then click Summary. The Clarity Report Launcher dialog box is displayed.

Figure 12–10. The Clarity Report Launcher -the view displayed when using the Fault Summary Reports/Summary menu option.

2. Select the Destination Type from the Destination Type list.3. If the destination type is selected as File, then enter the a name in the


the Report Format list.5. Enter the start date and the end date of the period you wish to run the report

for, in the From Date and the To Date fields respectively.6. Enter the required work group that is assigned to the fault that you wish to

run the summary on, in the Work Groups field. Use the List of Values.7. Click the Run Report button. The report is generated at the destination you



255


Sample Report: Summary of Faults by Work Group

Figure 12–11. A sample of a Summary of Faults by Work Groups

Fields

Field Description



Table 12–10. The field descriptions for the Clarity Report Launcher- for the view displayed from the Fault Summary Reports/Summary menu options.

256


Buttons


From Date The start date of the period you wish to generate the report for.

To Date The end date of the period you wish to generate the report for.

Work Groups The work group that is assigned to the fault. This information is set up in the Work Groups Definition window. See the Clarity Service Manager User Manual for more information.

Button Description




Field Description

Table 12–10. The field descriptions for the Clarity Report Launcher- for the view displayed from the Fault Summary Reports/Summary menu options.

257

REPORTSBreakdown Reports

Breakdown ReportsThere are two types of breakdown reports generated. The reports reflect the cause of the fault and the fault by the region.• Fault Cause- Use this report to view a breakdown of the time taken

for restoration of faults for a selected fault cause (this is measured in hours). This information is available for each month for a selected year.

• Fault Region- Use this report to view a breakdown of the time taken for restoration of faults for a selected region (this is measured in hours). This information is available for each month of a selected year.

258


To generate breakdown reports. (Fault Cause/Fault Region)

1. From the Assurance menu, point to Reports and select Breakdown Reports, then click either the Fault Cause or the Fault Region menu options as per your requirement. The Clarity Report Launcher dialog box is displayed.

Figure 12–12. The Clarity Report Launcher dialog box - the view displayed when using the following menu options: Reports/Breakdown Reports/Fault Cause and Reports/Breakdown Reports/Fault Region respectively.

2. Select the required destination type, from the Destination Type list.3. If the destination type is selected as File, enter a file name in the Destination

Name field.4. Select the report format that you wish to use, when generating the report,

from the Report Format list.5. Enter either the fault cause or the region in their respective views as per the

menu option you selected. Use the List of Values.6. Enter the year you wish to generate the report on for. 7. Click the Run Report button. The report is generated at the destination you



259


Sample Report: Breakdown (Fault Cause/Fault Region)

Figure 12–13. A sample of a Breakdown report.

Fields

Field Description



Table 12–12. The field descriptions for the Clarity Report Launcher- for the following views displayed: from the Assurance/Reports/Breakdown Reports/Fault Cause and Assurance/Reports/Breakdown Reports/Fault Region menu options.

260


Buttons


Fault Cause The identification code associated with the cause of the fault. This information is setup in the Assurance Reference data.

Fault Region The area in which the fault originated.

Year The report is generated as per the specified year.

Button Description




Field Description

Table 12–12. The field descriptions for the Clarity Report Launcher- for the following views displayed: from the Assurance/Reports/Breakdown Reports/Fault Cause and Assurance/Reports/Breakdown Reports/Fault Region menu options.

261

REPORTSCustomer Related Reports

Customer Related ReportsThe following menu options are available under Customer Related Reports:• Circuit - The generated report gives a list of the circuits affected by

faults for a selected customer, for a specified period of time.• Faults- The generated report, gives a list of the reported faults,

associated comments, and fault links for a specified customer type, customer name and a date range.

• Faults Monitoring - Use this report to find details of closed faults, their outages and their associated fault comments. The faults are grouped by region.

• Faults Pending - Use this report to find a list of the open faults and associated fault comments. The faults are grouped by region for a selected customer.

262


To generate reports for Circuits:

1. From the Assurance menu, point to Reports and select Customer Related Reports, then click Circuit menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–14. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Customer Related Reports/Circuit menu option.

2. Select the required destination type, from the Destination Type list.3. If the destination type is selected as File, then enter the file destination name

in the Destination Name field.4. Select the report format that you wish to generate the report, from the Report

Format list.5. Enter the start date and the end date of the period you wish to run the report

for, in the From Date and the To Date fields respectively.6. Enter the required customer in the Customer field. Use the List of Values.7. Click the Run Report button. The report is generated at the destination you



263


Fields

Buttons

Field Description





To Date The end date of the period you wish to generate the reports for.

Customer The customer that owns or leases the circuit.

Table 12–14. The field descriptions for the Clarity Report Launcher Dialog box- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit menu option.

Button Description


Table 12–15. The Clarity Report Launcher- buttons.

264



Button Description

Table 12–15. The Clarity Report Launcher- buttons.

265


To generate reports for Faults and Fault monitoring

1. From the Assurance menu, point to Reports and select Customer Related Reports, then either click Faults or Faults Monitoring menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–15. The Clarity Report Launcher dialog box- the view displayed when using the following menu options: Assurance/Reports/Customer Related Reports/Faults and Assurance/Reports/Customer Related Reports/Faults Monitoring.



the Report Format list.5. Enter the start date and the end date of the period you wish to run the report,

in the From Date and the To Date fields respectively.6. Enter the required customer type in the Customer Type field. Use the List of

Values.7. Enter the required customer in the Customer field. Use the List of Values. 8. Click the Run Report button. The report is generated at the destination you



NoteIf you do not specify the customer type or the customer, the report is generated for all the customer types and customers.

266


Fields

Field Description





To Date The end date of the period you wish to generate the report for.

Customer Type The profile type of the customer.


Table 12–16. The field descriptions for the Clarity Report Launcher- for the view displayed when using the following menu options: Assurance/Reports/Customer Related Reports/Faults and Assurance/Reports/Customer Related Reports/Fault Monitoring.

267


Buttons

Button Description




268


To generate a report on Pending Faults

1. From the Assurance menu, point to Reports and select Customer Related Reports, then click Faults Pending menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–16. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Customer Related Reports/Faults Pending menu option.



the Report Format list.5. Enter the required customer in the Customer field. Use the List of Values. 6. Click the Run Report button. The report is generated at the destination you



269


Fields

Buttons

Field Description





Table 12–18. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Faults Pending menu option.

Button Description




270

REPORTSReliability Reports

Reliability Reports There are four types of reliability reports that can be generated.• Circuit Reliability - This report generates a list of the faults and

comments for circuits affected by a selected fault cause for a selected date range.

• Circuit Reliability of Customer - Use this report to find circuits associated with a selected fault cause for a selected date range. This includes the details of the circuit, the outage for all faults, and the number of times the circuit is associated with a fault. The report is grouped by customers associated with the circuit name.

• Circuit Reliability Frequency - Use this report to find the number of faults for each circuit grouped by fault cause. This information is generated for a selected month and year.

• Circuit Reliability Summary - Use this report to find circuits that are associated with a selected fault cause, network operation centre, month and year. Details of the circuits are shown, including its outage, availability, frequency and associated customers.

271


To generate circuit reliability reports

1. From the Assurance menu, point to Reports and select Reliability Reports, then click Circuit Reliability menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–17. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Reliability Reports/Circuit Reliability menu option.



the Report Format list.5. Enter the start date and the end date of the period you wish to run the report,

in the From Date and the To Date fields respectively.6. Enter the fault cause using the List of Values7. Click the Run Report button. The report is generated at the destination you



272


Sample Report: Circuit Reliability

Figure 12–18. A sample report on circuit reliability.

Fields

Field Description



Table 12–20. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability menu option. (sheet 1 of 2)

273


Buttons



To Date The end date of the period you wish to generate the reports for.

Fault Cause The identification code associated with the cause of the fault.

Button Description




Field Description

Table 12–20. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability menu option. (sheet 2 of 2)

274


To generate a report for circuit reliability of customers

1. From the Assurance menu, point to Reports and select Reliability Reports, then click Circuit Reliability of Customer menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–19. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Reliability Reports/Circuit Reliability of Customers menu option.


Destination Name field.4. Select the report format that you wish to generate the report, from the Report

Format list.5. Enter the month you wish to generate the record on, in the Month field.6. Enter the year you wish to generate the report on, in the Year field.7. Enter the fault cause in the Fault Cause field. Use the List of Values8. Enter the Network Operation Center (NOC), in the NOC field. Use the List of

Values. 9. Click the Run Report button. The report is generated at the destination you



275


Fields

Field Description




Month The month you wish to generate the report for.

Year The year you wish to generate the report for.

Fault Cause The identification code associated with the cause of the fault. This information is setup in the Assurance reference data.

NOC The Network Operation Center you wish to run the report on. This information is setup in the inventory reference data.

Table 12–22. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability of Customers menu option.

276


Buttons

Button Description




277


To generate a report on the circuit reliability frequency

1. From the Assurance menu, point to Reports and select Reliability Reports, then click Circuit Reliability Frequency menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–20. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Reliability Reports/Circuit Reliability Frequency menu option.


Destination Name field.4. Select the report format that you wish use, when generating a report, from

the Report Format list.5. Enter the month you wish to generate the record on, in the Month field.6. Enter the year you wish to generate the report on, in the Year field.7. Enter the fault cause in the Fault Cause field. Use the List of Values8. Click the Run Report button. The report is generated at the destination you



278


Sample Report: Summary of Monthly Circuit Reliability

Figure 12–21. A sample report of Circuit Reliability Frequency.

Fields

Field Description



Table 12–24. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability Frequency menu option. (sheet 1 of 2)

279


Buttons




Fault Cause The identification code associated with the cause of the fault. This information is setup in the Assurance Reference Data.

Button Description




Field Description

Table 12–24. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability Frequency menu option. (sheet 2 of 2)

280


To generate a report for circuit reliability summary

1. From the Assurance menu, point to Reports and select Reliability Reports, then click Circuit Reliability Summary menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–22. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Reliability Reports/Circuit Reliability Summary menu option.


Destination Name field.4. Select the report format that you wish to use, when generating the report,

from the Report Format list.5. Enter the month you wish to generate the record on, in the Month field.6. Enter the year you wish to generate the report on, in the Year field.7. Enter the fault cause in the Fault Cause field. Use the List of Values8. Enter the Network Operation Center (NOC), in the NOC field. Use the List of

Values. 9. Click the Run Report button. The report is generated at the destination you



281


Fields

Field Description






Fault Cause The identification code associated with the cause of the fault. Examples for possible causes: equipment failure, planned outage, etc.

NOC he Network Operation Center you wish to run the report on. This information is setup in the inventory reference data.

Table 12–26. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability Summary menu option.

282


Buttons

Button Description




283

REPORTSRestoration Reports

Restoration ReportsThis report is used to find the number of hours taken to restore faults that have occurred in all the regions The report is grouped by region and details are presented in text and graphical formats.

284


To generate a restoration report

1 From the Assurance menu, point to Reports and select Restoration Reports, then click Region menu option. The Clarity Report Launcher dialog box is displayed.

Figure 12–23. The Clarity Report Launcher dialog box - the view displayed when using the Assurance/Reports/Restoration Reports/Region menu option.



the Report Format list.5. Enter the month you wish to generate the record on, in the Month field.6. Enter the year you wish to generate the report on, in the Year field.7. Click the Run Report button. The report is generated at the destination you



285


Sample Report: Restoration (Region)

Figure 12–24. A Sample of a Restoration report.

Fields

Field Description



Table 12–28. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Reliability Reports/Region menu option. (sheet 1 of 2)

286


Buttons


Month The month you wish to generate the report on.

Year The year you wish to generate the report on.

Button Description




Field Description

Table 12–28. The field descriptions for the Clarity Report Launcher- for the view displayed from the Assurance/Reports/Reliability Reports/Region menu option. (sheet 2 of 2)

287

REPORTSReference Reports

Reference ReportsThere are five reference reports generated:• Fault Cause - Describes all current fault causes in the database.• Fault Entity- Provides a name and description for all valid fault

entities.• Fault Impact- Provides an abbreviation and description of all valid

fault impact categories.• Fault Priority- Provides an identification code and description of all

valid fault priority categories.• Fault States- Provides an identification code and description of all

valid fault states.

288


To generate a reference report

1 From the Assurance menu, point to Reports and select References, then click one of the following from the menu, as per your requirement: Fault Cause, Fault Entity, Fault Impact, Fault Priority or Fault States. The Clarity Report Launcher dialog box is displayed.

Figure 12–25. The Clarity Report Launcher dialog box - the view displayed when using the reference reports options menu option.



the Report Format list.5. Click the Run Report button. The report is generated at the destination you



289


Sample Report: Fault Impact

Figure 12–26. A sample of a Reference report.

Fields

Field Description




Table 12–30. The field descriptions for the Clarity Report Launcher- for the view displayed for the reference reports options.

290


Buttons

Button Description




291

REPORTSPrinting and Storing Reports

Printing and Storing ReportsTo print a report

Once the report is generated, it is displayed using your default browser. Then from the File menu, select Print and print the report.

NoteIf you use the Print function in the Clarity Report Launcher dialog box, it will print the Graphical User Interface (GUI) of the above mentioned dialog box.

To store a report

The reports that are using the File destination type, are created on a server location, where the reports are installed. The users who have access to the server are permitted to view and print them.

NoteA file called “report”, with the selected file extension type is created on the Report Server, under the directory: /app/clarity/temp.

292

I N D E X

AAlarm Types Reports 240Alarm Typing Reports 243audit trail

querying 202

BBreakdown Reports 258

Ccable core query

network fault query screen 39cable sheath query

network fault query screen 45cable sheath section

network fault query screen 40, 46card query

network fault query screen 77change status

viewing history 212child faults 122, 174circuit query

network fault query screen 47closing

trouble tickets 198creating

child faults for frame appearance records 93child faults for port records 98child faults for service records 99fault records 156faults for cable core records 86faults for cable sheath records 87faults for card records 88faults for circuit records 90faults for customer records 91faults for frame container records 94faults for frame unit records 95faults for location records 96

faults for network element records 97new service faults 36trouble tickets 165, 196trouble tickets for faults 165

customer contact detailsviewing 178

Customer Related Reports 262customers/services affected by a fault 100

Ffault attribute list

reference data screen 218fault attribute templates

reference data screen 220fault category

reference data screen 223, 244fault cause

reference data screen 225fault clearance codes

reference data screen 226fault comments

viewing 179Fault Details Reports 244fault docket creation screen 36fault edit module screen

fault comments section 139fault details section 133features 154opening 132querying faults 155

fault entityreference data screen 228

fault impactreference data screen 229, 258

fault links 116, 168fault priority

reference data screen 230, 262fault records

creating 156fault states

293

INDEX

reference data screen 231Fault Summary Reports 247fault timing codes

reference data screen 233fault types

reference data screen 234, 271fault workflow

querying 113faults

creating child faults for frame appearance records 93

creating child faults for port records 98creating child faults for service records 99creating faults for frame container records 94creating faults for frame unit records 95creating faults for network element records 97creating for cable core records 86creating for cable sheath records 87creating for card records 88creating for circuit records 90creating for customer records 91creating for location records 96customers/services affected by a fault 100modifying 160

faults work flow management screen 112opening 102

featuresfault edit module screen 154faults work flow management screen 112network fault query screen 84service fault query screen 32trouble ticket work flow management

screen 128trouble tickets screen 194

frame appearance querynetwork fault query screen 58

frame container querynetwork fault query screen 52

frame unit querynetwork fault query screen 57

HHeading2

Service Search Fields tab 20

Llaunch

SLA Manager 116, 143, 168links 116, 168

links impact 174location query

network fault query screen 66

Mmodifying

faults 160trouble tickets 197

Nnetwork element alternate name query

network fault query screen 78network element query

network fault query screen 71network fault query screen

cable core query 39cable sheath query 45cable sheath section 40, 46card query 77circuit query 47features 84frame appearance query 58frame container query 52frame unit query 57location query 66network element alternate name query 78network element query 71opening 38port query 76

Pparent and child faults screen

child faults section 122opening 120parent faults section 121

parent faults 121port query

network fault query screen 76Printing Reports 292

Qquerying

fault workflow 113service faults 33trouble ticket workflow 129trouble tickets 195

querying faults

294

INDEX

fault edit module screen 155

Rreference data screens

fault attribute list 218fault attribute templates 220fault category 223, 244fault cause 225fault clearance codes 226fault entity 228fault impact 229, 258fault manager 216, 238fault priority 230, 262fault states 231fault timing codes 233fault types 234, 271trouble ticket groups 235

Reference Reports 288Reliability Reports 271Reports 237Reports Generated Fault Manager 238Restoration Reports 284

SSample of a Breakdown Report 260Sample of a Reference Report 290Sample Report of a Circuit Reliability 273Sample Report of a Service Report 253Sample Report of a Summary of Faults by WG 256Sample Report of a Summary Report 249Sample Report of Alarm Types 241Sample Report of Circuit Reliability Frequency 279Sample Report of Fault Detail 245screens

fault edit module 132faults work flow management 102network fault query 38parent and child faults 120service fault query 18status change history 212trouble ticket work flow management 124trouble tickets 188

service fault query screencircuits section 23fault history tab 29features 32network faults tab 28open faults tab 25

opening 18search fields 19, 20services section 22

service faultscreating 36querying 33

SLA contract 116, 143, 168status

change history 212status change history screen 212Storing Reports 292

Ttrouble ticket groups

reference data screen 235trouble ticket work flow management screen

features 128opening 124

trouble ticket workflowquerying 129

trouble ticketsclosing 198creating 165, 196modifying 197querying 195viewing 164viewing comments 199

trouble tickets for faultscreating 165

trouble tickets from workflow 130opening 130

trouble tickets screenfeatures 194opening 188

Vviewing

change status history 212customer contact details 178customers/services affected by a fault 100fault comments 179trouble tickets 164trouble tickets comments 199

295

INDEX

296

About Clarity

Clarity provides an award winning solution that is designed to simplify the operations of communications networks. Itreduces the process times and cost to manage network operations and consequently improves the customer experience.It is used globally to support fixed, mobile, data and converged networks, and supports any combination of next gener-ation and legacy networks technologies.

The Clarity portfolio is used to support core business processes, including the deployment and management of networkbuild and deployments; the creation and selling of products through a unified product catalog; the automation of orderfulfilment through to network activation; and the assurance of network performance and quality. It is architected as amodular product that streamlines the 17 eTOM elements of OSS into a single unified suite. This optimum architectureprovides executive visibility of network impact on revenue and customer experience across both service fulfilment andassurance.

Established in 1994, Clarity’s solutions currently help operators around the world manage over 250 million subscribers.

For more information, please email us at [email protected] or visit www.clarity.com

CLARITY INTERNATIONAL LIMITED

LEVEL 3 15 BLUE STREETNORTH SYDNEY NSW 2060AUSTRALIA

TEL: +61 2 9925 5000FAX: +61 2 9955 9999

Clarity Ticket Manager User Manual 2.8

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