Tickets and task history
The Tasks menu holds three things this page explains: Tickets for the work your team has to do, Task history for automatic and bulk work, and the activity log that records every action on your OLTs with the user and the IP address.
What a ticket is
A ticket is a note about a job: a support visit, an installation, a repair or a relocation. It can be linked to one ONU, so the technician sees which customer it is about. Tickets are kept in the panel only. Creating or closing a ticket changes nothing on the OLT or the ONU.
Create a ticket
- Open Tasks, then New ticket. Or open the Tickets list and click New ticket.
- Under About, choose the ONU the ticket is about. Leave it on "None, a customer only" if the job is not about an ONU that is in the panel yet.
- Type a Subject. This is the only required field. Keep it short, for example "No internet since the storm".
- Type the details in Description: what the customer said, the phone number, what was already tried.
- Choose the Type: Support, Installation, Repair, Relocation or Other.
- Choose the Priority: Low, Normal, High or Urgent. Normal is selected for you.
- Type the name of the technician in Assignee.
- If there is a visit, set the date and time in Start and the Duration (minutes). The duration is 60 minutes unless you change it.
- Click Add the ticket. You should see "Ticket added."
The quick way: open the ONU from the Configured list and click New ticket in the "Notes & tickets" section. The ONU is already selected in the form, and after saving you return to the ONU page. The tickets of an ONU are listed on its page. See ONU details.
The Start time uses the time zone you set under Settings, General. The assignee is a name you type. The panel does not send a message to that person, so tell the technician to look at the Tickets list.
Follow your tickets
Open Tasks, then Tickets. Open tickets are listed first, then closed ones, newest first.
| Column | What it shows |
|---|---|
| # | The ticket number. |
| Subject | The subject, with the start of the description under it. |
| ONU | The linked ONU. Click it to open the ONU and check its status and signal. |
| Type and Priority | As chosen in the form. High and Urgent are shown in red. |
| Assignee | The technician name. |
| Start | The date and time of the visit with the duration, or a dash. |
| Status | Open or Closed. |
| Created | When the ticket was added. |
Ticket statuses
A ticket has two statuses.
- Open: the job is not finished. Every new ticket starts open.
- Closed: the job is done.
Click Close on the row when the job is done. You should see "Ticket closed." If the problem comes back, click Reopen and the ticket is open again. Use the All, Open and Closed buttons above the list to filter by status.
Task history
Open Tasks, then Task history. This page shows work that ran on many ONUs or ran by itself:
- what auto actions did, for example ONUs they authorized,
- bulk actions: reboot, disable, enable or set speed on many ONUs,
- saves of the OLT configuration.
| Column | What it shows |
|---|---|
| Date | When the task ran. |
| OLT | The OLT it ran on. |
| Task | For example "Authorize ONU", "Reboot many ONUs" or "Save OLT configuration". |
| On | The target, for example the PON position and serial number of the ONU. |
| By | The user name, or "Auto action". |
| Result | Done, or Failed with the error message under it. |
Filter with OLT, From and To. The page shows the 500 newest tasks that match. Check it in the morning to see what the auto actions authorized during the night and whether any failed.
The activity log: who did what, from where
The activity log is the full record. It holds every action sent to an OLT and some panel actions, with the user who did it and the IP address they connected from. Its page is named Info. There are two ways to open it:
- On the Overview, find Recent activity and click View all.
- On the page of an OLT, click See history. The log opens with that OLT already selected.
| Column | What it shows |
|---|---|
| Action | What was done, for example "0/1/3 HWTC12345678 authorized by maria". If the action failed, the error is shown in red under it. |
| OLT | The OLT the action ran on. |
| ONU | The ONU, for actions on one ONU. |
| User | The user name. "Auto action" means an auto action did it. "System" means the scheduled job did it, for example the 5 minute read or an automatic backup. |
| IP address | The address the user connected from. |
| Date | The date and time. |
Things you find in the log include: authorize, reboot, delete, rename, enable, disable and replace an ONU, change of VLAN or speed, reading an OLT, save of the OLT configuration, add and delete a VLAN, each CLI command, backups created, downloaded and deleted, ONU exports, and a change of the panel password.
Find something in the log
- Choose an OLT, a User or an Action to narrow the list.
- Type a serial number in Search to see everything that was done to one ONU.
- Set From and To for a period.
- Click Export to download the result as a CSV file, with a Result column that says Done or Failed.
The page shows the 1000 newest lines that match, so use the filters when you look for something old.
If you see a line in the log that nobody on your team made, change the panel password at once. See Account and password.
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