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Creating a repair ticket

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

To create a new repair ticket, do the following:

  1. Click the Service Mgmt tab, then click the Ticketing subtab.

    Control Center shows all repair 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 repair ticket: New, Assigned, Pending, Closed, Cancelled.
  1. Click Create Ticket and select Repair 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 ID or service ID, type (or paste) it into the Product/Service ID field.

    • If you don't know the product ID or service ID, use the drop-down lists to search for the product or service needing repair. When you find the product/service, click the green link in the Service/Product ID column.

(IMPORTANT: Network managed devices are frequently bundled with an 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 Managed Services device ID, NOT the IQ Networking service ID.)

  1. Review the service type, service/product ID, custom name (if applicable), and service address to make sure you've selected the right product or service.

  2. Use the drop-down 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 the power and equipment are working correctly, click the Verified Power and Equipment are Working check box.

  5. If you're tracking the ticket in another system at your company, 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 clicking 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 (updating any contact information that is incorrect or missing) or select a different contact from the Primary Contact drop-down 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 drop-down list.

  3. If neither the primary or secondary contact are located at the service address, it's a good idea to give us a local contact in case we need to dispatch a technician. To designate a local contact (if different from the primary or secondary contact), fill in the contact information for that person—including their name, email address, telephone number, availability, and time zone.

  4. To save the local contact for use on subsequent tickets, click 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 2MB each). To attach a document, click Add Attachment, browse to locate the file, and click Open.

    Control Center adds the attachment to the ticket.

  6. If you authorize us to dispatch a technician (if needed), click the Authorize for Dispatch checkbox.

  7. Click Submit.

    Control Center submits your ticket. An agent will be assigned to your ticket within 1 to 4 hours. You can use Control Center to check the status of your ticket and/or make changes to it.

Did you know?

  • There's room for two ticket contacts. You must include at least one. This person should be able to describe the problem to an agent, if we need clarification. You can change this information later if you need to.

  • The local (on-site) contact information is optional, but very helpful. This person is someone who's on site, and ideally, knows where the phone room and/or demarc point is located. You can change this contact later if you need to.

  • For some tickets, you can attach up to two documents (e.g., screenshots of ping tests, trace routes), each up to 2 MB in size. (Note: Documents that are too large may cause your browser to time out/freeze before you're able to submit your ticket.)

If you have still questions, please contact us.

Repair subtab renamed as Ticketing subtab in November 2018:  To prepare for migrating MyLevel 3 users into Control Center, we've renamed the subtile as Ticketing.

The Ticketing subtab now shows a consolidated view of all active repair tickets and configuration change requests, and all tickets/requests closed or canceled within the last 90 days.

To create a new repair ticket or configuration request, use Service Mgmt > Ticketing > Create New Ticket.

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