SPW Training Part 4 - How to Process an Open Ticket Training Material/SPW Trainin… · • During the Contract Activation Process, the Service Partner should contact Emerson Network

SERVICE PARTNER NETWORK

TRAINING PART 4:TRAINING PART 4:

HOW TO PROCESS AN OPEN

TICKET

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• These are tickets that have not been completed

WHAT IS AN OPEN TICKET?

• the page where PM is scheduled/rescheduled

• the page where Service Partner must complete the service on this date

• the page wherein the Service Partner's responsibility to monitor for any change should be done regularly

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VIEWING OPEN TICKETS QUEUE

To view list of open tickets, click on

Open under Tickets

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THREE (3) KINDS OF TICKET

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A list of all open tickets appears in target date order with the earliest date appearing first. There

are three kinds of Ticket.

THREE (3) KINDS OF TICKET : HIGHLIGHTED IN RED

Tickets highlighted in RED – original schedule date. (This date is automatically determined by the system, which attempts to spread events evenly over the duration of the contract.)

•The day of the month is will always default to the 1st, but can be modified by Emerson Network Power up until the Preventative

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•The day of the month is will always default to the 1st, but can be modified by Emerson Network Power up until the Preventative Maintenance service ticket number is generated, sixty days prior to the Original Schedule Date.

• During the Contract Activation Process, the Service Partner should contact Emerson Network Power immediately to modify the

Original Schedule Date if they have any cause to believe that the schedule will change.

• In addition, Emerson Network Power may have cause to alter the standard PM event schedule, per the customer’s request. •In these cases, the Service Partner shall complete the service on that date. • It is the Service Partner’s responsibility to regularly monitor their “Open Ticket Queue” on the Service Partner Web tool for changes.

THREE (3) KINDS OF TICKET : HIGHLIGHTED IN BLACK

Tickets highlighted in BLACK – This is the first rescheduled date and has a reasonable target date to meet.

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•After the ticket generates, the Service Partner may alter the schedule date of the ticket at any time using the Service Partner Web portal.

•However, to ensure that contract obligations are met in a timely fashion and to allow for consistent measurement, only the Original Schedule Date will be used to calculate the aging of the ticket.

THREE (3) KINDS OF TICKET : HIGHLIGHTED IN BLUE

Tickets highlighted in BLUE– This is the first rescheduled date and BUT the target date was not able to meet. Thus, Blue

ticket means LATE

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•After the ticket generates, the Service Partner may alter the schedule date of the ticket at any time using the Service Partner Web portal.

•However, to ensure that contract obligations are met in a timely fashion and to allow for consistent measurement, only the Original Schedule Date will be used to calculate the aging of the ticket.

PARTS OF A TICKET

Ticket InformationTicket Information

Customer Notes

Dispatch Notes

Partner Notes

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Unit Information

WHAT TO DO WHEN YOU SEE AN OPEN TICKET

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STEP 1

To open and see the details, click

on the Ticket Number.

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STEP 2

Once you have scheduled with the

customer, enter in the scheduled

date.

The ticket number is your PO number. This number is for this particular event and can be used only once.event and can be used only once.

IMPORTANT!!!

Please schedule

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Enter the schedule contact email address if it is not already filled-in.

Please schedule

with the customer

within 30 days of

the original date.

STEP 3

You may type notes in the Service You may type notes in the Service Partner notes section. Please note that this is for record keeping purposes only. Please call Sourcing if you have any issues needing to be addressed.

Units assigned to this ticket will be listed here.

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STEP 4

To Save, click on Update Ticket

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