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Welcome to a video tutorial demonstrating the direct and simple nature of using ATT
Express Ticketing.
To get started, you can access Express Ticketing online at att.com, forward slash express ticketing.
At the opening page in the top right corner, you will find a Home button that will always
be visible, and will take you back to the opening page.
To begin, first click on the Start Ticket Create button, but before we move on, you�ll
notice four Helpful Links on the right side of the screen. You can use these links to
find a user guide, watch an instructional video of Express Ticketing � the one you�re
watching now � and view the Terms of Use and Privacy Policy.
To continue, verify that your site has power by clicking the Yes button in the form. Now
you need to enter your asset ID. If you don�t know how to format your asset ID, you can
click any of the three links on the right, and the system will provide the proper formatting
for your asset ID.
If your asset ID is not found, you will have an opportunity to chat with a live agent.
At the next screen you will have to select the state or country where your service resides,
and once the inventory has been found, you will be able to continue with creating your
trouble report. You can view your ticket history at any time by clicking on the Ticket History
button on the right side of the screen. Here you will notice that a green check mark has
been placed next to the Circuit Information tab on the right side of the screen. This
will happen when you complete each form. If any of the required information is missing
or invalid, you will instead see a caution symbol, letting you know that something is
wrong with that form.
As you continue through the Problem Information form, first type a description of the trouble
you are having, and provide any detailed information that you have. Then, select the type of trouble
that you are experiencing. If you have your own internal ticket number, we�ve provided
an optional field just for that.
You must authorize AT&T to test and-or dispatch to your site. Test authorization may perform
an intrusive test, which will take your circuit down during testing. Dispatch authorization
will dispatch an AT&T technician to your site. Be aware, if NO trouble is found in the AT&T
network, you may incur a service fee for the dispatch.
Next up is the Access Hours tab, where you must declare the hours during which AT&T can
get access to your site, if a dispatch is necessary. You may select from a pre-defined
set of access hours, or use the multi-day-edit button if needed.
At the next tab, labelled Contact Information, Express Ticketing will need the primary contact
information and local contact, if the two are different. Once entered, this will default
to your own information.
At the Ticket Information Summary page, you must first review and accept the AT&T terms
of Use. Now click the Submit button, and when the ticket is created successfully, you will
be provided with an AT&T trouble ticket number.
Back at the home page, you can now request the status of your ticket. Enter your ticket
number and select your country and state. Then you�ll be presented with your ticket�s
most current status.
You will have the option to add to the ticket log if you would like to provide additional
information.
At the top right corner of the screen, or at the bottom of a status window, you can
click the Log In button and input your Business Direct username and password to view full
ticket logs for Managed and or Wireline tickets.
In the status window, you can refresh the information shown by clicking the Refresh
Status and Logs button.
If you have a question at any time, there is a �Chat Now� feature available in the
top corner of the status window, to chat with a live agent.
You may request to close the ticket at any time, if assistance is no longer needed.
You also have the ability to view up to three ticket statuses at the same time. All you
have to do is request the status of each one, and they will appear in small windows that
can be minimized, or cascaded.
This concludes our demonstration of Express Ticketing. We appreciate your feedback; by
clicking the feedback link at the bottom of the Express Ticketing home page, please take
a few minutes to let us know about your experience with AT&T express ticketing.