how to TRACK A FAULT REPORT

Fault Tracking enables you to search for:

 

  §         Private Circuits including:
     Interconnect Link faults,
     Megastream Ethernet faults,
     Learningstream Ethernet faults,
  §         ISDN/PSTN Lines including:
     ISDN2, ISDN2 Home Highway, ISDN30 and PSTN faults,
     Local Loop Unbundling faults,
     Wholesale Multi-Line faults,
  §         Wholesale Web Call Connect faults,

and displays the result of the search.

 

 

You track a Fault Report by:

 

Selecting FAULT TRACKING from the eCo.Repair Menu Bar.

 

 

and the following window is displayed:



Note:
The option selected on last use of fault tracker will be retained and in the subsequent call to fault tracker will have that option set as default on the drop down box.




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how to TRACK A PRIVATE CIRCUIT FAULT REPORT
Under the Private Circuit option you can track:
§ Private Circuits.
§ Interconnect Link Circuits.
§ Megastream Ethernet Circuits.
§ Learningstream Ethernet Circuits.

and view all these circuits in the same Fault Search view.



You track a private circuit by:


1. Select the Fault Tracking menu button.



2. Select from the Fault Search window drop down menu select:
 
    and then select the Continue button.


 

The Fault Search window is separated into two areas:

 

§         the upper half allows you to enter criteria to search on a fault.

§         the lower half displays the result of the fault search.

 

 

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How to Enter the Search Criteria


In the upper Fault Search window enter:

 

1.      The Search Text (fault number or alpha-numeric characters to be searched against).
The search operation starts with the characters at the beginning of the search string.

 

 

2.      From the drop down menu select:

 

One of the Search Field identifiers.

Circuit Number – BT's circuit identity.

 

Customer Reference – number allocated by the customer.

 

BT Reference – the alpha numeric number allocated by BT when a fault is created.

 

 

 

One of the Sort Order identifiers.

Report Date – numeric reports displayed in descending order.

 

Customer Reference – displayed in alphabetic order.

 

BT Reference – displayed in alphabetic order with the earliest reference first.

 

Circuit Number – displayed in alphanumeric order.

Status – displays the status of the fault as:
§       awaiting issue to an
     engineer,
§       fault issued to an engineer,
§       fault closed.
Status Time – time in days, hours, minutes displayed in descending order and show how long the fault has been outstanding.

Recent Updates – displays web updates in descending date and time order.

 

 

 

One of the Status Display identifiers.

Current Status – displays the current status of the fault in the repair process.

BT Updates – displays the BT update information entered by the Customer Management Centre personnel.

Note:
The search facility operates in two ways:

§   Searching by using the default Sort Order which takes into account
your user account permissions and fault settings.

§   Searching on text or alpha-numeric characters entered in the Search
Text field in conjuction with the Sort Order selection. In this
instance your user account permissions and fault settings are ignored.


One of the Fault Status identifiers.
   

 

 

Only the settings which apply to your user profile plus the selected fault type (private circuits) will be displayed in the Fault Search window.

 


    Settings with ticks in the check boxes indicate the search details which will
     not be displayed, except for My Faults Only which will display a list of faults
    created by you.


Notes:

1.    The settings displayed in the Fault Search window can be changed and applied to the current search. If you change the setting in this window the amendments will only apply to the current search session and will revert back to the original settings if you select a different option (e.g. Create Fault) or at next log in.

2.    To change your settings so that they apply to all sessions, see eCo.Repair, Settings.

 

 

Setting which can be selected via eCo.Repair, Settings include:

 

 

Setting

 

Explanation

 


Hide Closed

 

Faults which are closed are not displayed.

 


My Faults Only


Displays faults you have created through eCo.Repair.

 


Hide Awaiting Closure


Faults which have their status set to 'awaiting closure' are not displayed. 


Hide Retest


Faults which are being re-tested are not displayed.

 


Hide Non Service Effecting


Faults which have been identified by BT and do not affect the service are not displayed.

 

 

3.   Select the Refresh button and after the search has been completed the fault will be displayed.

If you select the Help button the  Fault Search Help provides Search Tips and Key details.

 

 

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How to Use the Fault Search Buttons

In the upper Fault Search window there are two buttons:



Help

Displays the eCo.Repair on-line Help documentation.

 

 
Refresh

Re-displays the Fault Search results using the current settings.

 

 

 

How to View the Search Results
The lower Fault Search window displays faults according to the settings and criteria entered:

 

 

 

If there are no faults which match the settings and criteria entered:

 

 

 

Displayed on the lower Fault Search window are the following search result headings:

 

§         Circuit/Tel No – the BT circuit identity number.

§         Customer Reference – the customer name or number assigned by the customer.

§         BT Reference  -  the reference number assigned by BT on the fault report form.

§         Date Reported – the date the fault was reported.

§         Current Status –the status of the fault progress within BT.

§         Status Time – the time the fault has been in its current status.

 

 

Displayed within the search results are coloured icons which appear left of the circuit number and indicate when the last BT web update was received:

 

 

web updates received from BT in the last 5 minutes.

 

web updates received from BT in the last 5-10 minutes.

 

Web updates received from BT in the last 10-30 minutes.

 

Web updates received from BT over 30 minutes ago.

 

fault created via eCo.Repair website.

 

 

Also displayed within the search results window is an envelope icon which appears left of the circuit number and indicates:

 

a web update has been received from BT and read (View Update tab, read update, select Mark Read button) by the user.

Note: The coloured icon is replaced by an envolope icon once the update has been read.

 

 

 

 

 

 

after an update has been read if the cursor is held over the envelope icon a caption is displayed.


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How to View a Private Circuit Search Result

To view fault details in depth:

 

single click on the circuit number.

 

 

 

and the following window will be displayed.  Select the tab required to view details:

 


If you select the Close button in the Report, Circuit Details, Send Request, and Repair Task tabs the web window closes and you are automatically returned to the Fault Search window.




Report Tab
The Report tab displays:





Displays:
§

§		 The time since the fault was reported.
The BT Reference and Customer Reference.		   § Site Access Details for the A and B end of the fault plus Additional Site Access Details.
  § Status of the fault.
§


§		 The Report Date, Contact Name and the Contact Telephone Number.
Fault description and additional information about the fault.
   § Last Web Update Message plus the date and person who read the message.
  § The Last User Request made plus the date and person who sent the message.

Note: If a circuit is not to be taken down for testing a red texted band is displayed at the base of the Report tab:



If you select a Megastream Ethernet fault from the Fault Search window which has been created via FastRepair or eCo.Repair the structured questions and replies will be displayed on the Report tab:

Note: Megastream Ethernet faults which have NOT been created by FastRepair or eCo.Repair but have been created by other service centres will not display the structured questions and replies.



Circuit Details Tab
The Circuit Details tab displays:




Displays information about the circuit.

 

Note: Information in the Date Fitted field may not always be displayed because the data is not held on the host system.



Milestone Tab
The Milestone tab displays:






Displays:
§ The Fault Reference Number of the update displayed.
§ The type of user who created the fault:
 
Repair user.
 
eCo.Repair user.
 
System user.
§ Information can be displayed in Time Stamp or Event Type mode.
§ Details of all the Web, Reactive, Proactive and Status updates in date and time order.



You can toggle between the Time Stamp or Event Type display by selecting:
or


 
then the
Loading window
is displayed

  



Next the relevant window is displayed:

or
     
The Time Stamp window displays:   The Event Type window lists all the event types together in date and time order, for example:
§ Date and time of the update.  
§ Type of update.  
§ Update details.   § Fault Created.  
    § Proactive Update.  
    § Status Update.  
    § Work Manager.  



You can open and close the Time Stamp and Event Type windows by:
 



On both the Time Stamp and Event Type windows you can read the Date, Status and Details in caption form by clicking on the field:

and

 




In both the Time Stamp and Event Type mode after you have read an update:



1. Selecting the button.





2. Select the OK button.
After the Loading window has been displayed the button changes to .




3. Selecting the button.





4. Select the OK button.
After the Loading window has been displayed the button changes to .




Send Request Tab
The Send Request tab displays:




 

 

Provides the ability to send requests to the BT Customer Management Centre.

 

1.     From the drop down menu select the Request Type required.

 

 



 

2.      Enter a message in the Enter Request Information text field.

 

3.      Select the Submit button.

 

Note:  There will be a short delay whilst the data is being process before you are returned to the Report tab.




Repair Tasks Tab
The Repair Tasks tab displays:



Displays all current Repair Tasks.


                                                   or




No repair tasks for this fault report.



Access Details Tab
The Access Details tab displays:





Displays pre-populated site access details:
§ Contact Name, Time and Telephone Number for the A and B end of the circuit.
§ Additional Notes which may provide usefuly site access details.


Check the pro-populated details, amend or add additional notes before selecting the Submit button.


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How to View a Closed Private Circuit Search Result
The Private Circuit Closed Fault Tracker will provide details for faults closed in last 30 days.

The Fault Search window is separated into two areas:

§the upper half allows you to enter criteria to search on a Closed fault.
§the lower half displays the result of the Closed fault search.


On click of 'Closed Faults' Button the closed fault tracker screen will display closed private circuits listing will be displayed, if the closed faults available in the last 30 days.

§the upper half allows you to enter criteria to search on a Closed fault.
§the lower half displays the result of the Closed fault search.

The Closed Faults circuits of last 30 days will be displayed on the results screen.


On Click of the Circuit Number is displays popup window of Milestone Page, as shown below.


There are different types of Search Options available like,
Circuit Number,Customer Reference and BT Reference.


There are different types of Sort order dispaly is available like,
Report Date,Customer Reference and BT Reference and Circuit Number.


On click of 'Live faults' Button it goes to live tracker screen.


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Nov 2008    Issue 08.11   eCo.Repair Version 6.0

Σ British Telecommunication plc 2009