Business support

Creating a configuration change request

Most customers can submit configuration change requests for CenturyLink IQ® Networking and DIA services using Control Center. (If you have a 9-digit account number, you cannot request a configuration change in Control Center. Contact us and we'll help you.)

To create a configuration change request:

  1. Click the Service Mgmt tab (service management), the Ticketing subtab opens.

    Control Center shows all tickets created in the last 90 days, including tickets CenturyLink has created on your behalf. By default, tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: New, Assigned, Pending, Closed, Canceled. Potential tickets are marked with a green flag ().
  1. From the Create New Ticket list, select Configuration Request.
  1. To start the ticket, you'll need the product/service ID for the service you need repaired. Do one of the following:

    • if you know the product or service ID, type it into the Product/Service ID field

    • if you don't know the product or service ID, use the lists to search for the product or service needing repair
       
  2. Click enter on your keyboard.
     
  1. Click on the blue arrow for the product you'd like add a configuration change to. 
Important: Network managed devices are frequently bundled with a CenturyLink® IQ Networking service port/circuit.  If your services are bundled, it's critical—when requesting a configuration change or reporting a repair issue—that you create your ticket on the Managed Services device ID and not on the IQ Networking service ID.
  1. From the Select Configuration Change Type list, select the configuration change you'd like. (The options in the Select Type of Request list changes based on the product you select.)

  2. Fill in the fields.

  3. Click Continue.
  1. In the Contacts section, either leave yourself as the primary contact or select a different contact from the Primary Contact list or manually fill in the contact information for that person. (To make completing this section faster, Control Center automatically lists all users for your enterprise ID as possible contacts.)

  2. In the Local Contact section, you can choose to add a local contact, all fields are required.

  3. If you need to attach any documents (such as a more detailed explanation of the problem or additional details pertaining to your request), you can upload up to two documents (up to 2 MB each). To attach a document, click Add Attachment, browse to locate the file, and click Open.

  4. If you authorize us to dispatch a technician, select the Authorize for Dispatch checkbox.

  5. If you authorize us to conduct a test, select the Authorize for Test checkbox.

  6. Click Submit.
    Control Center submits your ticket. A representative will be assigned to your ticket within one to four hours.
Note: By default, you'll be listed as the primary contact using the information in your Control Center profile. You can edit your contact information, select an alternate contact from the Primary Contact list.
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