Operator documentation
ISP Support and Field Work
Support covers customer complaints, staff comments, SLA tracking, ticket transitions, and field visits. Use it to make sure every complaint has an owner and res
ISP Support and Field Work
Support covers customer complaints, staff comments, SLA tracking, ticket transitions, and field visits. Use it to make sure every complaint has an owner and resolution trail.
Where To Open
| Area | Menu | URL |
|---|---|---|
| Tickets | Support -> Tickets |
/tickets/index |
| Create Ticket | Support -> Tickets -> Create |
/tickets/create |
| Field Visits | Support -> Field Visits |
/field-visits/index |
| SLA Settings | Support -> SLA Settings |
/tickets/settings/sla |
Create A Ticket
- Open
Tickets -> Create. - Select subscriber or enter customer details.
- Choose category, priority, issue summary, and description.
- Assign employee or team if known.
- Save ticket.
- Add comments and transition status until resolved.
Ticket Status Flow
| Status | Meaning | Operator Action |
|---|---|---|
| Open | Complaint is logged | Assign owner and confirm category. |
| In Progress | Team is working | Add notes and customer updates. |
| Waiting | Blocked by customer, vendor, or field team | Record blocker and next follow-up. |
| Resolved | Fix applied | Confirm with subscriber. |
| Closed | Work complete | Keep audit trail, no further edits unless reopened. |
Field Visit Flow
- Create visit from ticket or field visit module.
- Assign technician and scheduled time.
- Record visit status such as assigned, started, completed, or failed.
- Add used materials if inventory is consumed.
- Close ticket only after field result is confirmed.
Troubleshooting
If tickets are not visible, check tickets.view permission and organization scope. If subscribers cannot create tickets from self-care, enable allow_ticket_creation in Subscriber Portal settings.