Viewing details for a potential repair ticket

For select services, Lumen creates potential repair tickets when we detect a possible problem on your network. Potential tickets remain open for 72 hours and are marked with a yellow flag next to the ticket ID. If you're having issues with your service, you can convert the potential ticket into a repair ticket. If you're not having an issue, Lumen Connect automatically closes the potential repair ticket after 72 hours or you can dismiss it and Lumen closes the potential ticket.

To view details for a potential repair 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. Click the link in the Ticket ID column.

    Lumen Connect shows the details for the potential trouble ticket.
  1. Review the information for the potential ticket.

    • To convert the potential ticket to a repair ticket, contact us.

      Lumen converts the potential ticket to a repair ticket.

    • To dismiss the potential ticket, click Dismiss.

      Lumen Connect adds a note to the work log indicating the potential ticket can be closed. Lumen closes the potential ticket.