Understanding your trouble ticket options

Remember You can open special trouble tickets for specific issues. Not only can you open a ticket for repair, you an also open an information-only ticket, or a tech assist ticket. Opening an information-only ticket allows you to officially relay information to your carrier. If you want to tell your carrier that you will be disconnecting your hardware for the weekend because you are moving your phone closet to another suite, for example, the informational trouble ticket relays the information and gives you quicker access to a technician if you need one.

Use a tech assist ticket to schedule nonemergency testing between your carrier and your hardware vendor. If you are replacing your hardware, for instance, you should coordinate with your carrier to be either on the phone with your hardware vendor while making the change, or at least to be immediately available to the vendor.

The last thing you need when you encounter a problem during such a change is to wait hours to speak to a technician. You might not be inconvenienced if the maintenance takes place after normal business hours, but your wallet will still be skinnier after you have to pay for your vendor to sit around and wait for the call.