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Submitting a Service Now Ticket- Article no. 1838

Estimated Reading Time: 4 Minutes
271   February 14, 2024  reference 0

Introduction

 

  • Use your resources before entering a Service Now ticket
     
  • Service Now tickets should be placed if there is a billing dispute for Metered Data Usage that cannot be explained or can be identified as an error
     

Resolution Steps

Do not submit a Service Now Ticket for this issue

    • Access the account in BOLT

    • Click on the MOP / Pymt Hist Tab

    • Click on the Unlock button

  • If unresolved, call the Control Desk for resolution

If you need another person added to the ticket to watch its progress (if the initial requester is going on vacation, taking sick leave, etc) you can add them to the Watchlist

 

  • Once the ticket has been created, look for the option about  1/3 of the way down the ticket. Simply add whoever you want as a Watchlist member
  • Package Pricing: ICOMS/BOLT pricing doesn't match correct package rates
     
  • Statement Pricing: bill statement doesn't match ICOMS/BOLT pricing
     
  • LD/International Billing: calls are not billing according to the plan
     
  • Duplicate Fees: fees are charged more than once in error
     
  • BillView Statement (Show Bills / Notices) Unavailable: missing recent statements.  Note: statements older than 6 years are only available on microfiche
     
  • AutoPay Billing: payments are not taken on the correct date
     
  • Bulk Account Billing: rates are incorrect; Customer Flash Screen needs updating
     
  • Tax Issues: tax amounts are incorrect
Create a Service Now Ticket to Submit a Request

PIN is missing from the BOLT Customer Info page and ICOMS [CQ] screen 
 
    • Category menu choose Other ICOMS issue 
       
    • Summary of Ticket subject is Missing CPNI Pin 
       
    • Provide the site, account number and a brief summary in the description field
       
    • The customer will receive an email with further instructions on how to set a Pin 

Change PIN

    • Category: menu choose Other ICOMS issue 

    • Summary of Ticket subject is: Change CPNI PIN

    • Provide the site, account number and a brief summary in the description field

  • The customer will receive an email with further instructions on how to set a Pin 

Before submitting ticket the work order must be completed on prior account and the phone number disconnected.

  • Summary of Ticket or Subject line: ICOMS Site, Account number and Release and Reserve TN

  • Description: Follow the guidelines and examples below when making a detailed ticket description

    • Enter the phone number to port or reserve

    • Include the account number for assignment

    • If moving from one account to another, list both accountsAdd justification for moving or relasing the TN 

      • For example: This is a name change or is a D-Ring # being change to their primary line

For Business requests, enter the TN type for E911 reasons. For example Line type is DID's, Tele branch or remote call forward lines


  • Note BOLT after submitting the ticket, using the examples below:
     
    • Release and Reserve:

      Release and reserve NPA-NXX-XXXX

      Ticket #

      From account # to account #
       
    • Port:

      PORT NPA-NXX-XXXX

      Ticket #

      CARRIER ACCT & PIN (any mobile carrier, also YMAX)
       
  • You are responsible for adding the released phone number to the account once the ticket is resolved
When porting a number and getting error "Ported TN is invalid or un"
 

Summary of Ticket or Subject line: ICOMS Site     Ported TN
ICOMS account number
Description: Follow the guidelines and examples below when making a detailed ticket description

-Enter the phone number to port or reserve
-Include the account number for assignment
-If moving from one account to another, list both accounts
-Add justification for moving or relasing the TN 


For Business requests, enter the TN type for E911 reasons. For example Line type is DID's, Tele branch or remote call forward lines

    • Exit and Retain the order

    • Submit a Service Now Ticket
       
    •  Important:     Include when filling out the ticket

     
  • Note BOLT after submitting the ticket
We can provide call detail statement records for up to one year
 
    • Unresolved pre-req issues
       
    • Can't add an active MRC or OTC
       
    • Active campaign is not discounting
       
    • Occurrence errors resulting in pre-req issues, etc
       
    • If a confirmation notification was not received / sent in error, as in Change Notifications
       
    • Can't complete / move forward with a Work Order; usual ICOMS functionality is lost
       
      • Exit and Retain the the Work Order before submitting your ticket
         
    • Delete a new Occupant when the current active customer retains services
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Submitting a Service Now Ticket- Article no. 1838
Estimated Reading Time: 4 Minutes   February 14, 2024 0

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