using the emaintenance tool on at&t...

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Using the eMaintenance tool on AT&T BusinessDirect®

• Reporting service issues

• Notifying others of your service issues

• Receiving notification of AT&T-initiated maintenance events

April 2017



Launching the tool

Go to AT&T BusinessDirect® at www.businessdirect.att.com.

1. Enter your username, which is your AT&T BusinessDirect ID.

2. Enter your password.

3. Click Login.

4. You will select one of these two tools:

• Report and Track Troubles

• Manage Contacts & eNotifications

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Report service issues

Use the Report and Track Troubles tool (AT&T eMaintenance)



Overview

The AT&T eMaintenance tool on AT&T BusinessDirect®—also known as the Report and Track Troubles tool—enables you to report service troubles quickly and conveniently online. You will also be able to track your trouble reports online through resolution. You will be able to:

– Create and track trouble tickets for most AT&T Transport services.

– Create and track trouble tickets for the following AT&T Managed services:

• Enterprise Mobility Managed Services (EMMS)

• AT&T Virtual Private Network (VPN) Service

• AT&T Managed Router Solutions

• AT&T Virtual Tunneling Service (AVTS)

• Business Voice over IP Service

• Plus many others

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Benefits and features

BenefitsThe eMaintenance tool helps you:

– Enjoy faster trouble resolution.

– Work more productively by reporting troubles accurately online.

– Stay informed with near-real-time status information during the diagnosis and resolution of your trouble.

– View up-to-date inventory virtually any time of the day or night.

– View a 13-month ticket history and download it in CSV, XLS, TXT, or DOC format to analyze trends.

FeaturesThe eMaintenance tool enables you to:

– Create, search, or update trouble tickets quickly and easily.

– View your inventory and download it as a CSV, XLS, TXT, DOC, or PDF file.

– Receive notification of ticket status.

– Accept or reject resolution for tickets in a “Ready to Close” state.

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AT&T eMaintenance homepage

1. After you choose Report and Track Troubles from the AT&T BusinessDirect homepage, you will see the AT&T eMaintenance homepage.

2. To report and track service issues for Managed services, select Report and Track Managed Services Troubles.

3. To report and track service issues for Transport services, select Report and Track Transport Services Troubles.

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Creating a ticket for Transport services (1 of 5)

After clicking Report and Track Transport Services Troubles, you will see the AT&T eMaintenance homepage for Transport services, which has four sections.

1. In the Ticket Status and Summary section, enter the ticket number of interest and click Search. A summary of the ticket appears, including its status.

2. In the Alarms and Testing section, there are two tabs: Check Alarm and Run/Schedule a Test. Select the tab of interest, enter the circuit ID you wish to check or test, and then click Submit in the lower right. You can run both intrusive and non-intrusive tests. Tests can be run only on a full T1 circuit (DS1) or a channel on a T1 (DSO).

3. Use the Report a Trouble section to report a trouble on a circuit, for example, if you know its exact circuit ID. Select Circuit ID, enter the circuit ID, and click Submit in the lower right. You can do the same for Circuit Alias, Phone Number, or DLCI.

4. If you do not know the Circuit ID, use the top navigation to select Create Ticket/View Inventory > Circuits.

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There are two ways to locate the circuit on which you want to make a trouble report. One is to search for it.

1. You can limit your search to specific network services.

2. You can do a wildcard search by choosing Circuit ID, for example, entering part of the circuit ID number, and then using the % sign for a wildcard.

3. Click Search.

4. Note that you can do other things from this page, such as Download Results or Download All Circuits.

5. The other way to locate the circuit on which you want to make a trouble report is to select it from a list. To do this, click Display All Circuits.

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1. The list of all circuits appears.

2. Select the circuit of interest.

3. Note that you can do many things from this screen, including checking alarms, viewing circuit details, adding a circuit alias of your choosing for easy reference, and refreshing the ticket.

4. To create a ticket on the selected circuit, click Create Ticket.

5. Note that on the eMaintenance screens, you can click Chat Live Now to speak with a representative who specializes in the eMaintenance tool.

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1. On the Create Ticket screen, if you want to run or schedule a test first, click that link.

2. Click the CKL/Trouble Locations link to verify or change the information regarding access to your location; this is required.

3. Choose your trouble type from the Trouble Type dropdown list.

4. Choose your outage condition from the Outage Condition dropdown list.

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1. Continue down the page completing all fields with an asterisk, paying special attention to the Authorize Testing choices.

As described on the screen, your choice regarding testing could impact how quickly your issue is resolved.

2. Optionally, you can enter more information to describe your issue.

3. Complete the required fields regarding contacts.

4. Click Submit.

5. A confirmation screen provides a Ticket number link, which you will use to track your ticket’s progress.

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Managed Services homepage

Now let’s look at creating a ticket for Managed services.

1. From the Managed Services Trouble Reporting Home page, you can make these selections at the top of the screen:

• Create ticket

• Search ticket

• Add/edit customer asset alias

• View my profile

• Manage Contacts & eNotifications

2. A quick way to start reporting a service issue is to click Create Ticket.

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Creating a ticket for Managed services (1 of 5)

1. Complete the required fields, which are marked with asterisks, paying special attention to your selection from the Service dropdown list.

2. For many managed services, you can select the impacted asset by using the Search Asset Inventory by Serviceoption.

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You can search for an asset by its location or by its asset alias.

1. To search for an asset by location, select Country, State/Province, or City.

2. To search for an asset by its alias, click Customer Asset Alias and enter your alias.

Or, to see all inventory, click Customer Asset Alias but do not enter anything in the text box.

3. When you are ready, click Search.

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This is an example of what the search results might look like.

1. For most service types, when search results are returned, the header on the Inventory screen shows the specific search criteria you used.

2. A Total Count of Assets appears when search results are returned.

3. To give a name to an asset, click Add/Edit Customer Asset Alias.

4. Note that you can download the inventory if you like. First select the download type from the dropdown list and then click Download Inventory.

5. Or to create a trouble ticket, select the asset with the trouble.

6. Click Save Asset ID to Ticket.

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1. The Managed Services Create Ticket screen appears again and includes your asset ID.

2. Enter your contact information and click either Save to Asset Profile & Ticket or Save to Ticket only.

3. Enter the local contact’s information.

4. Indicate when the location can be accessed for maintenance and click either Save to Asset Profile & Ticket or Save to Ticket only.

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1. Under Ticket Attributes,from the Request Type dropdown list, select Fault.

2. Complete all remaining fields with an asterisk.

3. Click Submit.

4. A confirmation screen provides a Ticket number link, which you will use to track your ticket’s progress.

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Searching for a ticket (1 of 2)

1. You can search for tickets using a number of fields and filters. For many managed services, you can use the Search Asset Inventory by Service button to auto-populate the required asset ID fields and easily locate an existing ticket.

2. You can also narrow your search by specifying various ticket attributes, such as ticket creation date and many others.

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Searching for a ticket (2 of 2)

1. Click Submit to view your search results.

2. Note that there is a link for each ticket. Click the link to see all the ticket details.

3. Or, click Download Ticket Inventory to save the results to your PC.

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Viewing a ticket

Enter the ticket number of interest in the View Ticket box, or perform a search to find it.

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Ticket Summary section

1. The Ticket Summary section provides immediate access to critical ticket information so you don’t have to dig for it.

Some of the fields in the Ticket Summary section are dynamic, i.e., they appear only if there is data to report.

2. Action buttons are found at the top of the screen.

3. More action buttons are found slightly farther down the screen.

4. The Ticket Notes section is near the top of the screen for your convenience.

5. The Chat Live Now link on this screen connects you with a technician who can discuss your ticket with you 24/7.

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Updating a ticket

Use the following options to make edits to your ticket:

1. Add Ticket Notes

2. Request to Close Ticket

3. Escalate Ticket

4. Accept or Reject Resolution(not shown). This button appears on the View/Update Ticket screen only for tickets AT&T has placed in a Ready to Close state.

5. To view your changes after adding notes, choose Refresh Ticket or Print Ticket.

After reviewing the full details of the ticket, you can click Save Changes at the bottom of the Ticket Details screen (not shown).

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Embedded text screen

An embedded text screen appears if you click any of these buttons:

• Add Ticket Notes

• Request to Close Ticket

• Escalate Ticket

• Accept/Reject Resolution*

* This button appears on the View/Update Ticket screen only for tickets AT&T has placed in a Ready to Close state.

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Receiving notification of AT&T-initiated maintenance events

Use the Change Management Notifications tool



Setting up email notifications

To receive change management notifications:

1. Log in to AT&T BusinessDirect and click Manage Contacts & eNotifications.

2. The Manage Contacts & eNotifications homepage appears. Select Change Management Notifications.

3. On the Change Management Notifications page, verify that both boxes are checked.

4. Click Submit.

Note: You can also set up text notifications by taking a few more steps.

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Receiving notification of an event

1. Once you are signed up for change management notifications, you will receive an email whenever a planned network maintenance event will affect you. The email will show the Change Management Event ID.

2. Go to the AT&T BusinessDirect homepage at www.businessdirect.att.com and log in with your email address and password.

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Obtaining details about the event (1 of 3)

1. Click Report and Track Troubles.

2. If you are checking on change management notifications for a Transport service, click either of the Transport Services links.

3. If you are checking on change management notifications for a Managed service, click either of the Managed Services links.

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1. For Managed services, click Search Ticket on the horizontal navigation bar. From the dropdown menu, select Change Management (for Transport and Managed Services) Tickets.

2. Or, for Transport services, click Ticket Status on the horizontal navigation bar and then select Change Management (for Transport and Managed Services) Tickets.

3. On the Search Ticket Option screen, in the View Change Ticket? box, enter the Event Change Management ID you received in the notification email. Click Go.

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1. The View Change Management Ticket page appears and gives a summary of your ticket at the top of the page.

2. Toward the bottom of the page, you can see details about the planned event, including information about each network element affected.

3. Use the scrollbar to view all of the details associated with each network element.

4. Note that you can download your results to a Microsoft® Excel® spreadsheet.

5. You can scroll all the way to the right and, if the element is a Permanent Virtual Circuit (PVC), click View PVC.

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Searching for Change Management tickets

1. For Managed services, click Search Ticket on the horizontal navigation bar. From the dropdown menu, select Change Management (for Transport and Managed Services) Tickets.

2. Or, for Transport services, click Ticket Status on the horizontal navigation bar and then select Change Management (for Transport and Managed Services) Tickets.

3. The Search Ticket Options screen appears. Scroll to the bottom of the screen. Enter the dates you want to search.

4. Click Submit.

5. From this screen, you can also choose:Download Historical Report or View and Download Audit Report.

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Notify others of your AT&T Managed and Transport service issues

Use the Manage Contacts & eNotifications tool



Manage Contacts & eNotifications homepage

The Manage Contacts & eNotifications tool enables you to easily and efficiently notify others of various AT&T eMaintenance events. You will set up rules for notifying selected contacts and groups of events associated with your AT&T services. For example, you could notify a specific group only when trouble tickets are issued on a AT&T Virtual Private Network Service at a severity 1, or critical, level.

To manage contacts, choose a link.

Search for your contacts quickly.

To get started, click Organize Groups.

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Establishing the group to be notified

1. To create a new group, click Add New.

2. Enter the new group name and description.

3. You can search for a specific individual and click Search.

4. Alternatively, you can select individuals and click Add Selected Individuals.

5. When you are ready, click Submit.

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Creating the notification rules (1 of 2)Who gets notified and when

1. Enter the name of the new notification rule you want to create. Also add a description.

2. From the Notify When list, choose the type of event for which you want to be notified.

3. Use the Add and Remove buttons to select the services for which you wish to be notified.

4. Similarly, for each service, use the Add and Remove buttons to select the org group associated with the service.

5. Continue entering details such as location ID, asset ID, asset name, and severity values for the notification rule you’re creating. Use the wildcard symbol (%) as needed.

6. Click Search Asset IDs and then check the assets of interest (not shown).

7. Click Save Asset IDs to Rule (not shown).

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Creating the notification rules (2 of 2)

1. When the screen refreshes, click Add Recipient.

2. Indicate whether you are notifying an individual, notifying a group, or setting up a conditional notification.

3. Choose from previously entered contacts by clicking Search or Show All Contacts.

4. Select the contacts of interest, and then click Add Selected Individuals.

5. When you are finished, click Submit.

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AT&T BusinessDirect® help



Online help resources

Navigate here from www.att.com/businessdirect.

Access multiple kinds of support by clicking:1. Learning Center

2. Help

3. FAQ

4. Chat Live

5. Contact Us

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AT&T BusinessDirect® Learning Center

Navigate here from the Learning Center link on the homepage or directly from https://training.iadvantage.att.com/training/index2.html.

It enables you to:Explore the tools that can simplify your job.

• Live web seminars

• Recorded web seminars

• Self-paced tutorials

• Quick tours

• Quick guides

• Additional reference documents

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AT&T BusinessDirections

Navigate here from Help, FAQ, or Contact Us on the homepage.

It enables you to:1. Search for information by keyword

or topic.

2. Submit a question to AT&T BusinessDirect®.

3. Access online chat for additional help.

4. Link to the AT&T BusinessDirect® Learning Center.

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FAQ

Navigate here from Help, FAQ, or Contact Us on the homepage and make a selection under Support Topics.

It enables you to:Find specific FAQs by expanding the selections under Support Topics.

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Chat with AT&T

Navigate here from Chat Live on multiple screens.

It enables you to:• Get real-time assistance Monday–

Friday, 8 a.m.– 8 p.m. Eastern Time USA.

• Print your chat transcript or have it emailed to you.

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Contact AT&T

Navigate here from the BusinessDirections Support page; choose Submit One under Frequently Asked Questions or Submit a Question.

It enables you to:Submit a question or comment.

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Further assistance

AT&T BusinessDirect® Center: 800.221.0000• Registration issues

• Expired IDs and passwords

• Company Administrator issues

• Technical questions

• Information on using the applications

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using the emaintenance tool on at&t...

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