Business Support

Creating a repair ticket

If you're experiencing difficulties with your service, you can create a repair ticket.

To create a new repair ticket:

  1. Click the Service Management tile, then click the Ticketing subtile.

    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.
  1. Click Create Ticket.
  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. When you find the product/service, click the green link in the Service/Product ID column. 

IMPORTANT: Network managed devices are frequently bundled with a CenturyLink® IQ Networking port/circuit. If your services are bundled, it's critical—when reporting a repair issue or requesting a configuration change—that you create your ticket on the CenturyLink® Managed Services device ID and not on the IQ Networking service ID.

  1. Review the service type, service ID/product ID, customer name (if applicable), and service address to make sure you've selected the right product or service. There's room for two contact names on the repair tickets. You must include at least one. 

  2. Use the lists to describe the problem you're having. (The options in the lists change based on the product you selected.)

  3. Type a description of the problem with enough detail so we can get started resolving it.

  4. If you've checked that the power and equipment are working correctly, select the Verified Power and Equipment are Working checkbox.

  5. If you're tracking the ticket in another system at your organization, you can put that number in the Tracking Number field to make it easier to look up this repair ticket later.

    Control Center loads the next three sections: Contacts, Local Contact, and Attachments. Your contact information (from your Control Center profile) is automatically filled in for the Primary Contact. If you've previously submitted a repair ticket and designated a local contact that you saved (by selecting the Retain Local Contact Info for this Service/Product ID checkbox), Control Center fills in that information as well.
  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. If you'd like to add a secondary contact, select one from the Secondary Contact list.

  3. If neither the primary or secondary contacts are located at the service address, we recommend you give us a local contact in case we need to dispatch a technician. To designate a local contact, provide the following information: name, email address, telephone number, availability, and time zone.

  4. To save the local contact for use on subsequent tickets, select the Retain Local Contact Info for this Service/Product ID checkbox.

  5. 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.

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

  7. Click Submit.

    Control Center submits your ticket. A representative will be assigned to your ticket within one to four hours.
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