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New Action: BP Dispatch

The document provides instructions for dispatching a business partner (BP) to resolve a network issue. It includes steps to: 1) end the initial NOC task, 2) create a new BP task and associated actions to chase the BP's estimated time of arrival and resolutions, 3) update the ticket with the BP's arrival time and completion time, 4) set a reminder to follow up on the BP's ETA, and 5) send the BP's notes to the NOC and request a resolution update.

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Marta Milic
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42 views2 pages

New Action: BP Dispatch

The document provides instructions for dispatching a business partner (BP) to resolve a network issue. It includes steps to: 1) end the initial NOC task, 2) create a new BP task and associated actions to chase the BP's estimated time of arrival and resolutions, 3) update the ticket with the BP's arrival time and completion time, 4) set a reminder to follow up on the BP's ETA, and 5) send the BP's notes to the NOC and request a resolution update.

Uploaded by

Marta Milic
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
Download as doc, pdf, or txt
Download as doc, pdf, or txt
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BP Dispatch

NOC requests a BP (Business Partner) on-site.

First thing to do is to END the task sent from the NOC

BP TASK

New action
Specialist Act: **** (ex. BP-NextiraOne (ES))

Action Code: 10:2Escalation


Action Description Code: 10:3rd Party Vendor

Action Notes Act: BP notes (sent from the NOC)

Status Code: Pending Resolver Grp


Status Type: Business Partner

SAVE ACTION
Chasing ETA

Child action under the BP task

Action Code: 103: CE Contact


Action Description Code: 20: BP Monitoring Chasing
Action Description Type: 202: Chase ETA
Action Resolution Code: 20: Send GEMS Email (BP monitoring)

Updating the ticket with the ETA and other ticket #2.
The ETA will be put in the BP task (date/time) and the email from the BP in the action notes.

UPDATE ACTION
Chasing the resolutions

Child action under the BP task

Action Code: 103: CE Contact


Action Description Code: 20: BP Monitoring Chasing
Action Description Type: 204: Chase Resolution
Action Resolution Code: 20: Send GEMS Email (BP monitoring)

SAVE ACTION
The resolutions received

Child action under the BP task

Action Code: 103: CE Contact


Action Description Code: 22: CE completed Work Order
Action Description Type: Stamp solution end
Action Resolution Code: 17: By CE

Action Notes Act: Copy the resolution notes from the BP

Status Code: Resolved /Pending Resolver Grp (when we wait for the customers confirmation)
Status Type: Completed

SAVE ACTION

Updating the ticket with the arrival and completed time.

UPDATE ACTION

Set-up reminder to chase BP for ETA

New action

Action Code: Follow up

Act-on-by: date/time

Action Notes Act: AOB to chase BP for ETA

Vendor viewable: NO
Customer viewable: NO

Sending the BP notes to the NOC

New action under the NOC task

Action Code: MSC Analyst Contact


Action Description Code: Problem Update Provided

Action Notes Act: Hello NOC, please review the notes from the BP and provide 5 point resolution notes

SAVE ACTION

Status Code: NOC (EU) to action


Status Type: Update Provided/Requested
UPDATE ACTION

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