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Need to quickly create a Managed Services trouble ticket?
We'll show you how using AT&T BusinessDirect eMaintenance!
To report and track trouble with your managed services inventory, first log in to BusinessDirect.
To open the eMaintenance application, click "Report and Track Troubles."
Open a trouble ticket from the eMaintenance Managed Services home page by clicking "Create Ticket" on the menu or "Create Ticket" in the...
"Problem" tile.
On the Create Ticket screen, enter the information necessary to report your trouble.
Required information is marked with an asterisk.
From the "Service" list, select your service.
Required information changes depending on the selected “Service”.
You can also look up your asset for example, a router or IP address by clicking "Search Asset Inventory by Service."
Search for your asset using any of the available options.
The customer asset alias is an alternate name for a managed asset to make it easier to find. If you have a customer asset alias, enter it now.
If you leave this field blank, the system returns all assets for the selected service.
To report a trouble with a specific asset, select the asset ID.
Next, click "Save Asset ID to Ticket."
From the “Request Type” list, select the type of request:
"Fault" – if there is a Service Impact.
"Informational" – if there is no Service Impact.
"Service Assurance Change Request" – only for requesting Service Assurance changes.
Describe the trouble, enter all the required information based on your selection, and click "Submit" when you're done.
It’s a good idea to note the ticket number. Use it later to check the ticket status.
Check out our View Ticket for Managed Services demo.
Thank you for your time.
And thank you for choosing AT&T.