INM 4.1 New Feature Description 63 of 202
INM Release 4.1 Planning Guide
PG OC 98-13
Issue 1.2
Trouble Ticketing
The Trouble Ticketing feature introduced in INM Broadband Release 4.1
offers the capability to select a fault from the GNB’s Alarm Details dialog, and
generate a corresponding Trouble Ticket in a Trouble Management System
(TMS): the Clarify 5.0 - ClearSupport
TM
product.
To perform this task, INM extracts the fault details of the alarm selected by the
INM user, and sends a formatted trouble ticket request to the Trouble
Management System:
•
When the INM user selects an alarm record from the GNB’s Alarm Details dia-
log, a “raw format trouble ticket request” is created. This request contains the
details of the alarm, such as the Network Element Id, the Alarm Id, Class and
Unit, the time, the CLFI, and the acknowledgment information if the alarm has
been acknowledged.
•
The “raw format trouble ticket request” is then converted to a “formatted trouble
ticket request” (based on the format defined in the ClearSupport
TM
product of
Clarify 5.0) by an e-mail interface daemon. After the request has been converted,
the daemon sends it to the TMS by e-mail.
For the Trouble Ticketing functionality to be available to the INM users, the
Trouble Ticketing System Parameters and Trouble Ticketing Users
information must be provisioned. This configuration can be done from the
Trouble Ticket Config Menu (which can be invoked from the User Interface
Administration Menu of the INM Administration Main Menu).
With the TT System Configuration Menu, shown in Figure 21, the e-mail
address of the Trouble Management System and the site Id of the INM
workstation can be provisioned. In addition, with the TT System Configuration
Menu, the TMS call type that should be assigned to the trouble tickets, the
mapping of the INM alarm severity levels to the TMS problem severity levels,
and the default TMS contact for trouble tickets can be specified.
Note: The site Id of the INM workstation and the TMS call type and
contact information, provisioned and specified with the TT System
Configuration Menu, must already exist in the TMS database.
Содержание INM 4.1
Страница 2: ......
Страница 8: ...viii of 202 Table of Contents INM Broadband Release 4 1 PG OC 98 13 Issue 1 2...
Страница 26: ...26 of 202 About this document Integrated Network Management Broadband Release 4 1 PG OC 98 13 Issue 1 2...
Страница 100: ...100 of 202 INM 4 1 New Feature Description INM Broadband Release 4 1 PG OC 98 13 Issue 1 2...
Страница 182: ...182 of 202 TCP IP Network Requirements INM Broadband Release 4 1 PG OC 98 13 Issue 1 2...
Страница 198: ...198 of 202 List of Terms INM Broadband Release 4 1 PG OC 98 13 Issue 1 2...
Страница 201: ......