User Guide

User Guide

Fault Ticketing

Ticket Creation

  • Instead of calling our help desk for fault reporting, you may submit a fault ticket using the Create Fault Ticket function in the Service Portal.

1. Screen


Ticket Creation Page – Voice Product



Ticket Creation Page – Other Products



Ticket Creation Page – Successful message


2. Fields

  • Service Type: Service type of the circuit on which fault ticket create
  • ID Type: The circuit ID of the circuit
  • Fault Nature: Nature of the fault case
  • Details: Detail description of the fault case
  • Attachment: File attachment for the fault case
  • Contact Person: Name of this case's contact person
  • Email Address: Email address of this case's contact person
  • Phone Number: Phone number of this case's contact person
  • Mobile Number: Mobile number of this case's contact person
The following fields are only visible when Service Type is "Voice"
  • Voice Service: Type of voice service related to this fault case
  • Destination: Destination of the voice service
  • Traffic Type: Traffic type of the voice service
  • Calling Number A: Calling number A of the voice service
  • Calling Number B: Calling number B of the voice service
  • Breakout: Breakout point
  • MSRN Number: MSRN Number
  • Protocol: The protocol of the voice service
  • OPC: Originating Point Code. Only visible when Protocol selected is TDM
  • DPC: Destination Point Code. Only visible when Protocol selected is TDM
  • Originating IP: Originating IP. Only visible when Protocol selected is VoIP
  • Terminating IP: Terminating IP. Only visible when Protocol selected is VoIP

3. Procedures

  • You can access your Ticket Creation Form by selecting My Services in menu, clicking on "Incident Management" and select "Ticket Creation" in the dropdown shown
  • Enter all mandatory fields, namely, Service Type, ID Type, Fault Nature, Details, Contact Person and Phone Number and click on "Search ID Type" link to perform ID Search
  • Clicking on Submit button to create a new fault ticket.

4. Note

  • Additional mandatory fields for a Voice service ticket are Destination, Traffic Type, Calling Number A, Calling Number B, Protocol, Originating IP, Terminating IP, OPC and DPC
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Ticket Enquiry

  • You may trace the status of your ticket anytime using the Ticket Enquiry function.

1. Screen


Fault Ticket Enquiry Result



Fault Ticket Enquiry – Details Page


2. Fields

Forget Password Page,
  • Ticket No: Fault ticket number, partial search allowed
  • Service Type: Service type of the tickets
  • ID Type: Different types of IDs for identifying the service
  • Status: Status of the fault ticket
  • Destination: Destination of the service, only applicable for Voice service
  • Submission Date From: Start date of the search date range for ticket submission date
  • Submission Date To: End date of the search date range for ticket submission date

3. Procedures

  • You can access your Ticket Enquiry by selecting My Services in menu, clicking on "Incident Management" and select "Ticket Enquiry" in the dropdown shown
  • Click Search button to list out the relevant fault tickets that match the search criteria
  • Click Clear button to clear all search criteria you have entered
  • You may sort the results in the table, by clicking on the column header
  • You can click on the ticket number on the result list to view the details of the ticket.
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ID Search

  • This function is designed to help user finding the specific circuit for a Fault Ticket.

1. Screen


ID Search Page



ID Search Page Result


2. Fields

  • Keyword: Any ID used for searching the circuit, allow partial search
  • Service Type: Service type of the tickets
  • ID Type: The type of ID for a ticket, can be SR, Circuit ID, Service ID or GSMP ID.

3. Procedures

  • To access the ID Search screen, click the Search ID Type link on Ticket Enquiry or Ticket Creation page. Then, input your search criteria for the circuit you are looking for.
  • Input information in the search criteria and click Search button to display the results.
  • Click on the Circuit ID to select circuit for Ticket Enquiry or Ticket Creation.

4. Note

  • You can only enquire for circuit if have been granted to.
  • You can click Clear button to reset the search criteria
  • You may sort the results in the table, by click on the column header
  • You can click "Export" button to download the list of circuits in PDF.