Creating a change request for Managed Network Services (MNS)

If you need make changes to your Lumen Managed Network Services, you can submit a change request using Lumen Connect®.

To create a change request for Managed Network Services:

  1. Using the left menu, click Services, click Service Requests, then click Change Requests.

    Lumen Connect shows all open and recently completed change requests (by default, within the past 30 days) for your organization with a status for each request:

    • Saved—change request draft that hasn't been submitted.
    • Submitted—we received your request.
    • In Progress—a Lumen representative is assigned to and working on your request.
    • Complete—we finished working on your request.
Change Requests
  1. Click Create Request.
Create Change Request
  1. In the Services section, do the following:

    1. Use the lists to the select customer account and billing account with the service(s) you want to request changes for.

    2. If you're tracking the change request in another system within your organization, you can type it in the Customer Tracking ID field.

    3. Tell us whether you're requesting a DNS change:

      • If you're requesting a DNS change, select Yes, click Continue, then skip to step 5.

      • Otherwise, select No, then continue with step d.

        Lumen Connect lists the services on the customer number and billing account you selected.
         
    4. Add the service(s) you want to change:

      • To add a service to the change request, select the checkbox on the row for the service. (To remove a service from the change request, click the delete icon next to the service in the Selected Services box.)

        Lumen Connect lists the service in the Selected Services box.

      • To add a service you don't see listed, click Service ID or Phone number not listed?, type the service ID or phone number, then type the address for the service. (To include another service, click the add_circle button.)

        Lumen Connect adds the service to the Selected Services box.

    5. When you're done adding services to the change request, click Continue.
  1. Click the Managed Network Services (MNS) radio button.
Change Requests (showing options for Managed Network Services)
  1. Use the radio buttons and the lists to select the type of change you're requesting, then click Continue.

    Lumen Connect builds the change request form based on your selections.
  1. Fill in the first section (above the Additional Details section) with the details for your request. (Typically, you need to select the service(s) you want to apply the changes to.)
  1. Fill in the Additional Details section:

    1. If you have any additional information that would help us process your request, type it in the Additional information that could help address this change request? field.

    2. If you have any files to help us process your request, click Add Attachment (under Supporting files), locate and select the file(s), then click Open.

    3. If you need to add a tracking/ticket number or a quick note to help you track this request for your organization, fill in the Customer Internal Request ID/Description field.

    4. In the Requested Date and Time field, select when you'd like us to make the change. (By default, Lumen Connect selects 24 hours from the current time.)
  1. Fill in the Contact Information section to tell us who to communicate with for this request (and what method to use):

    1. Select how we should notify you of status updates for this request: Portal only; Email and Portal; or Phone, Email, and Portal.

    2. Verify your contact information (or update the information for the person you'd like to be contacted with updates).

    3. If you need to add a secondary contact for this request, click Add Secondary Contact, then type their name, phone number, and email address.
  1. Select the checkbox acknowledging you're requesting the change on behalf of your organization and accept and charges associated with this request.
  1. When you're done, click Submit.

    Lumen Connect submits your change request. You can now track its status online. You can also need to update your request or close the request later as needed.