Resolve Issues related to NOC and other tickets using AI enabled flow.

TT 360 provides following use cases to help CSP to atomize entire journey of Incident Reporting to fault correction along with inbuilt Spare Part Management to take care of any hardware related faults.

Use Case No 1: Resolving Network related fault
This use case outline the journey of handling incident or problem management reported by NOC executive. In-Built Ticket Management module provides capability of reporting the fault in the WFM. Ticket is processed and Work order is generated so that work instruction can be issued to Field SME on the Mobile app. It also captures the details of the fault and assigns SLA. If the fault is related to hardware, WFM System can get the required info from Spare Part Management Database regarding the availability of required spare and the availability in the warehouse. Spare parts also gets associated in the WO/Ticket, so that Field SME can carry the required spare with him to attend the fault. Once the work order is generated it gets assigned to dispatcher, who can allocate field SME based on availability and location of fault. Tickets can also be auto-assigned to Field SME based on Skills, Location & Availability. This WO is send to Mobile Application in real time to Field SME for further action.

Workflow diagram for incident and trouble ticket management, showing manual and automated processes from fault reporting to ticket resolution.
Infographic detailing the workforce management system for new connection requests, from ticket creation to task completion.

Use Case No 2: Resolving Customer Related Issues
The above steps remains common in case of customer related issues, however WFM can get integrated with CRM system to fetch the customer location details, which can be made available to Field SME in Mobile Application ( using Google Maps API) which can help field SME to reach to customer location without any challenges. It also suggest the best possible route to reach customer location.
Happy code is also provided to the customer through SMS, which will be required at the time of closing the Ticket by Field SME. This is to ensure that customer is satisfied by the work performed by Field SME and he has resolved the customer reported problem.

Use Case No 3: New Connection Request
Project 360 also takes care of new connection request. Once a new connection request is generated it gets assigned to field engineer to perform various tasks related to the new connection request.
Happy code is also provided to the customer through SMS, which will be required at the time of closing the Ticket by Field SME. This is to ensure that customer is satisfied by the work performed by Field SME and he has resolved the customer reported problem.

Infographic detailing the workforce management system for new connection requests, from ticket creation to task completion.