Toggle Navigation Toggle Navigation
  • Lumen Connect overview
  • Getting started/General
  • Services
  • APIs
  • Monitoring & Reports
  • Billing
  • Admin
  • Support
  • Orders (Wholesale)
  • Other portals overview
  • Media portal
  • DDoS Mitigation & Reporting
  • Security Solutions portal
  • VoIP portal
  • View all product support
  • Infrastructure
  • Connectivity
  • Security
  • Communication
  • Media & Entertainment
  • LSR portal
  • Port Out Request tool
  • Virtual Front Office
  • Readiness overview
  • Product-specific readiness
  • Handbooks
  • All infrastructure services
  • Edge Bare Metal
  • Edge Gateway
  • Edge Private Cloud
  • Encrypted Wavelength Service
  • Network Storage
  • All connectivity services
  • Ethernet On-Demand
  • Fiber+ Internet
  • Internet On-Demand
  • IP VPN On-Demand
  • NaaS Port
  • On-Demand services
  • Troubleshooting tools
  • All security services
  • Adaptive Network Security
  • Adaptive Threat Intelligence
  • Application Delivery Solutions
  • DDoS Hyper
  • DDoS Mitigation Service
  • Lumen Defender Powered by Black Lotus Labs
  • Lumen SASE with Fortinet
  • Lumen SASE with Versa
  • Lumen SASE with VMware
  • Network-based Security
  • SD-WAN with Cisco Meraki
  • SD-WAN with Versa Networks
  • Security Log Monitoring
  • All communication services
  • Cloud Voice
  • Hosted VoIP
  • Local Inbound (LI)
  • Lumen Solutions for Microsoft Teams
  • Lumen Solutions for Webex
  • Lumen Solutions for Zoom
  • Lumen Solutions for Zoom for Government
  • SIP Trunking
  • Unified Communications and Collaboration
  • Voice Complete
  • VoIP Enhanced Local (ELS)
  • VoIP services
  • Vyvx® Broadcast Solutions
  • North America
  • Asia Pacific (APAC)
  • Contact us APIs

Viewing the status of a portal support ticket

You can view the status of portal support tickets created by your organization in Lumen Connect. After viewing the status, you can update information in tickets, escalate a ticket, or close a ticket (if your issue is resolved or you no longer need our help).

To view the status of a portal support ticket:

  1. Using the left menu, click Support, then Ticketing.

    Lumen Connect lists all tickets—repair, potential repair, activation, configuration, billable field tech, maintenance inquiry, portal support, and reason for outage (RFO)—including tickets Lumen created on your behalf. By default, Lumen Connect shows tickets created in the past 90 days and tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: Active, Canceled, Closed, etc. Potential tickets are marked with a yellow flag     (    ). Tickets needing a reply from you are marked with a green flag ().
Ticketing
  1. Do any of the following:

    • To view details for a ticket, click anywhere on the row for the ticket.

      Lumen Connect shows details for the ticket you selected.

    • To filter the list so you see only repair tickets, select Portal Support from the All Ticket Types list.

    • To refresh the list, click the icon.

    • To download a spreadsheet (.xls) of the tickets, click the icon.