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Clarity Assurance Suite

User Manual
Document Version: 2.8
Date: 27-Feb-2012
Ticket Manager
2
Copyright Information
Copyright Clarity International Pty Ltd (ACN 063 732 883)
2012 All Rights Reserved
All specifications are subject to change without notice. Clarity International assumes no
responsibility for any inaccuracies in this document or for any obligation to update
information in this document. Clarity International reserves the right to change, modify,
transfer, or otherwise revise this publication without notice.
Document Information
Document History
Version Date Amendment Name Role
2.0 21 May 2010 Updated to include
updates from
INTTEST-2364.
Version released in
C10.6.8
Swati Mohanty Technical
Writer
2.1 04 Jun 2010 Updated the Faults
Inbox chapter and
screenshots.
Version released in
C10.6.9
Swati Mohanty Technical
Writer
2.2 14 Feb 2011 Updated Chapter 3
and Chapter 7 to
include the changes
done for
VIVACOMIB -218
Also the logo was
changed.
Document Released
for C11.0.0
Jeevanthi
Dharmasena
Technical
Writer
3
2.3 28 Mar 2011 Included a new
Chapter on Reports
(Chapter 12)
Document Relased
for C11.0.3
Jeevanthi
Dharmasena
Technical
Writer
2.4 20 Jun 2011 Updated the
copyright
information.
Version released for
C11.1.0
Jeevanthi
Dharmasena
Technical
Writer
2.5 15 Sept 2011 Incorperated the
changes done for
PTTVII-66.
The copyright
information/cover
page logo was laso
updated.
Version released for
C11.2.4
Jeevanthi
Dharmasena
Technical
Writer
2.6 24 Oct 2011 Updated the
document with the
copyright clause,
about Clarity and
also with the latest
graphic for the cover
page.
Version released for
C11.2.5.
Jeevanthi
Dharmasena
Technical
Writer
Document History
Version Date Amendment Name Role
4
2.7 19 Dec 2011 Updated the manual
name to Ticket
Manager.
Version released for
C11.2.7.
Jeevanthi
Dharmasena
Technical
Writer
2.8 27 Feb 2012 -Updated the
copyright clause to
2012
-Incorperated the
changes done for
PTTPHVIIASSUR-
9/17
Version released for
C11.3.0
Jeevanthi
Dharmasena
Technical
Writer
Document History
Version Date Amendment Name Role
5
CONT E NT S
Chapter 1 Overview
Ticket Manager Module Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Ticket Manager Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Chapter 2 Service Fault Query
Service Fault Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Circuit Search Fields tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Service Search Fields tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Services section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Circuits section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Open Faults tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Network Faults tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Fault History tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Escalation Contact Details window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Features of the Service Fault Query window . . . . . . . . . . . . . . . . . . . . . . . . 32
Querying Customer Service Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Service Faults Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Creating a new fault for a service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Chapter 3 Network Fault Query
Network Fault Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Cable Core Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
CONTENTS
6
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Cable Sheath Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Cable Sheath Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Cable Sheath Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Circuit Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Circuit Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Frame Container Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Frame Container Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Frame Unit Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Frame Appearance Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Infrastructure Connection Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Infrastructure Topology Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Location Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Location Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Network Element Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Network Element Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Port Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Card Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Network Element Alternate Name Query . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Search Fields Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
CONTENTS
7
For online help only: Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Network Element Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Features of the Network Fault Query Window . . . . . . . . . . . . . . . . . . . . . . 84
Creating Faults for Cable Core Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Creating Faults for Cable Sheath Records . . . . . . . . . . . . . . . . . . . . . . . . . 87
Creating Faults for Card Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Creating Faults for Circuit Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Creating Child Faults for Customer Records . . . . . . . . . . . . . . . . . . . . . . . . 91
Creating Child Faults for Frame Appearance Records . . . . . . . . . . . . . . . . 93
Creating Faults for Frame Container Records . . . . . . . . . . . . . . . . . . . . . . . 94
Creating Faults for Frame Unit Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Creating Faults for Location Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Creating Faults for Network Element Records . . . . . . . . . . . . . . . . . . . . . . . 97
Creating Child Faults for Port Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Creating Child Faults for Service Records . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Viewing the Customers/Services Affected by a Fault . . . . . . . . . . . . . . . . . . 100
Chapter 4 Faults Inbox
Faults Inbox Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Features of the Faults Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Querying Fault Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Opening Fault Detail Records from Workflow . . . . . . . . . . . . . . . . . . . . . . 115
Viewing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
For online help only: Link Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Chapter 5 Parent Child Faults
Parent and Child Faults Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Parent Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Child Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Chapter 6 Trouble Ticket Workflow
Trouble Tickets Work Flow Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
CONTENTS
8
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Features of the Trouble Tickets Work Flow Management Window . . . . . . . 128
Querying Trouble Ticket Work Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Opening Trouble Tickets from Work Flow . . . . . . . . . . . . . . . . . . . . . . . . . 130
Chapter 7 Editing Faults
Fault Edit Module window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Fault Details area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Comments Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Links Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Alias Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Attributes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Timings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Work Orders Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Trouble Ticket Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
For online help only: Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Workflows tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Features of the Fault Edit Module window . . . . . . . . . . . . . . . . . . . . . . . . . 154
Querying Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Creating Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Fault Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Fault Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Fault Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Modifying Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
CONTENTS
9
Closure and Confirmation of Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Closing Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Confirming Fault Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Viewing Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Creating Trouble Tickets For Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Viewing and Assigning Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Viewing Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Assigning Fault Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Viewing and Establishing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Viewing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Establishing Fault Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Linking Faults to Cable Core Selections . . . . . . . . . . . . . . . . . . . . . . . . . 170
Creating Parent-Child Fault Relationships . . . . . . . . . . . . . . . . . . . . . . . 172
Links Impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Creating Child Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Linking to the same Fault . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Viewing Customer Contact Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Viewing All Fault Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Fault Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Chapter 8 Trouble Tickets
Trouble Tickets Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Trouble Ticket Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Trouble Ticket Comments tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Trouble Ticket Links tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Features of the Trouble Tickets Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Querying Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Creating Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Modifying Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Closing Trouble Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Viewing All Trouble Ticket Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Chapter 9 Audit Trail
Audit Trails Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Planned Events Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Faults Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
CONTENTS
10
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Chapter 10 Status History
Status Change History Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
For online help only: Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
For online help only: Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Chapter 11 Reference Data Windows
Reference Data Windows overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Fault Attribute List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Fault Attribute Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Fault Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Fault Cause . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Fault Clearance Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Fault Entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Fault Impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Fault Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Fault States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Fault Timing Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Fault Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Trouble Ticket Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Chapter 12 Reports
Reports Generated in Ticket Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Alarm Types Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
For online help only: Sample Report: Alarm Types . . . . . . . . . . . . . . . . . . 241
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Alarm Typing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
For online help only: Sample Report: Alarm Typing . . . . . . . . . . . . . . . . . 243
CONTENTS
11
Fault Details Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
For online help only: Sample Report: Fault Details . . . . . . . . . . . . . . . . . . 245
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Fault Summary Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
For online help only: Sample Report: Fault Held Over Summary . . . . . . . 249
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
For online help only: Sample Report: Service and Associated Faults . . . . . 253
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
For online help only: Sample Report: Summary of Faults by Work Group . 256
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Breakdown Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
For online help only: Sample Report: Breakdown (Fault Cause/Fault Region) 260
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Customer Related Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Reliability Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
For online help only: Sample Report: Circuit Reliability . . . . . . . . . . . . . . 273
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
For online help only: Sample Report: Summary of Monthly Circuit Reliability 279
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Restoration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
For online help only: Sample Report: Restoration (Region) . . . . . . . . . . . . 286
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Reference Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
For online help only: Sample Report: Fault Impact . . . . . . . . . . . . . . . . . . 290
Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
CONTENTS
12
Printing and Storing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
13
CHA P T E R 1
Overview
This section provides an overview of the Ticket Manager module which is part of
the Clarity Assurance Suite.
OVERVI EW
Ticket Manager Module Overview
14
Ticket Manager Module Overview
The Clarity Ticket Manager module is a fault management tool that enables the
resolution of network faults using trouble tickets, and the efficient handling of all
telephony/data related faults affecting customer services.
In this module you can produce statistics to measure efficiency and properly
allocate resources. High-level network management is possible through status
and fault coding. Each code is logged and stamped chronologically and
according to status hierarchy.
When a fault occurs, information is entered into Clarity, so that the problem can
be identified, monitored and resolved.
OVERVI EW
Ticket Manager Menu
15
Ticket Manager Menu
Use the Clarity Ticket Manager module to resolve network faults using trouble
tickets.
The major windows accessed by the Fault Manager users are as follows:
Menu Option Accesses Use window to...
Assurance >
Query > Service
Faults
Service Fault
Query window
Query faults associated with
customer service records
Assurance >
Query >
Network Faults
Network Fault
Query window
Query faults associated with cables,
frames, circuits, location and
network element records
Assurance >
Fault Manager>
Inbox->Faults
Faults Inbox
window
Track faults and problems for a
selected work group.
Assurance >
Fault Manager>
Inbox >Trouble
Tickets
Trouble Tickets
Work Flow
Management
window
Track trouble tickets for a selected
work group.
Assurance >
Fault Manager>
Inbox > Fault
Hierarchy
Parent and Child
Faults window
View faults linked to each other in a
parent-child hierarchy.
Assurance >
Fault Manager>
Fault
Maintenance
Fault Edit Module
window
Create and edit faults in the
database.
Assurance >
Fault Manager
>Trouble Ticket
Maintenance
Trouble Tickets
window
Create and view trouble ticket
records used to resolve identified
network problems.
Assurance >
Reference Data
Reference windows Set up default type configuration
details. These are referenced using
the LOV function.
OVERVI EW
Ticket Manager Menu
16
Assurance >
Reports >Fault
Summary
Reports
Report windows Display and print specific fault
information.
Menu Option Accesses Use window to...
17
CHA P T E R 2
Service Fault Query
This section describes how to use the Service Fault Query window to display all
customer service fault information.
SERVI CE FAULT QUERY
Service Fault Query Window
18
Service Fault Query Window
Use this window to query faults associated with customer service records.
To open the Service Fault Query window
From the Assurance menu, select Query and then click Service
Faults.
The Service Fault Query window is displayed.
Figure 21. The Service Fault Query window
The Service Fault Query window has the following sections:
Section See
Circuit Search Fields tab page 19
Service Search Fields tab page 20
Services section page 22
Circuits section page 23
SERVI CE FAULT QUERY
Service Fault Query Window
19
Circuit Search Fields tab
Use this tab to determine the search conditions for the circuit faults you want to
find.
Fields
The fields in the Search Fields section of the Service Fault Query window are:
Open Faults tab page 25
Network Faults tab page 28
Fault History tab page 29
Field Description
Search Criteria The search criteria categories. Use the drop-down list
to select one of the following criteria:
Access Connection
Access Topology
Account Number
Alternate Name
Circuit
Circuit Display Name
Customer Abbreviation
Customer Name
Fault Docket ID
Service.
Note: Customer Abbreviation is the default search
category.
See Service Faults Search Criteria on page 33 for more
information on each search criteria.
Search value The value to search for based on the criteria selected in
the Search Criteria field. Use the % character as a
wildcard.
Table 21. Search Fields section of Service Fault Query window; fields
Section See
SERVI CE FAULT QUERY
Service Fault Query Window
20
Buttons
The buttons in the Circuit Search Fields tab of the Service Fault Query window
are:
Service Search Fields tab
Use this tab to determine the search conditions for the service faults you want to
find.
Note
On clicking this tab, the search criteria list is updated to reflect the service
search fields. All functionality on this form remains the same as for the
Circuit Search Fields.
Button Description
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Customer Address
Search
Opens the Search by Address window.
Use this window to perform complex queries on the
customer name and/or address details.
Table 22. Circuit Search Fields tab of Service Fault Query window; buttons
SERVI CE FAULT QUERY
Service Fault Query Window
21
Fields
The fields in the Service Search Fields tab of the Service Fault Query window
are:
Buttons
The buttons in the Search Fields section of the Service Fault Query window are:
Field Description
Search Criteria The search criteria categories. Use the drop-down list
to select one of the following criteria:
Service
Customer Abbreviation
Customer Name
Account Number
Fault Docket ID
Internet User Name
Phone Number
Attributes
Note: Service is the default search category.
See Service Faults Search Criteria on page 33 for more
information on each search criteria.
Search Value The value to search for based on the criteria selected in
the Search Criteria field. Use the % character as a
wildcard.
Table 23. Service Search Fields tab of Service Fault Query window; fields
Button Description
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Table 24. Search Fields section of Service Fault Query window; buttons (sheet 1 of 2)
SERVI CE FAULT QUERY
Service Fault Query Window
22
Services section
Use this section to view the results of the query specified in the search fields.
Fields
The fields in the Services section of the Service Fault Query window are:
Customer Address
Search
Opens the Search by Address window.
Use this window to perform complex queries on the
customer name and/or address details.
Field Description
Service The service identifier, e.g. phone, internet, circuit.
Customer Name The name of the customer that leases the service.
Double-click this field to display the Customer
Accounts window. Refer to the Getting Started With
Clarity OSS User Manual for more information about
this window.
Cust Type The customer profile type, e.g. Residential.
Account The customers account number,
Table 25. Services section of Service Fault Query window; fields (sheet 1 of 2)
Button Description
Table 24. Search Fields section of Service Fault Query window; buttons (sheet 2 of 2)
SERVI CE FAULT QUERY
Service Fault Query Window
23
Buttons
The buttons in the Services section of the Service Fault Query window are:
Circuits section
Use this section to view results of the query specified in the search fields. Click on
a Service ID in the Services area to view related circuit details in the Circuits area
of the Service Fault Query window.
Fields
The fields in the Circuits area of the Service Fault Query window are:
Service Type The type of service that is supplied.
Status The status of the service, e.g. proposed, inservice.
Status Date The date the status was last changed.
Speed The speed of operation for this service.
Total Records the total number of service fault records
displayed on query.
Button Description
New Fault Opens the Fault Creation Docket window.
Use this window to create a new fault for the selected
service. See Creating a new fault for a service on page
36 for more information.
Table 26. Services section of Service Fault Query window; buttons
Field Description
Display Name The name of the circuit.
Table 27. Circuits section of Service Fault Query window; fields (sheet 1 of 2)
Field Description
Table 25. Services section of Service Fault Query window; fields (sheet 2 of 2)
SERVI CE FAULT QUERY
Service Fault Query Window
24
Customer Name The name of the customer that leases the service.
Double-click this field to display the Customer
Accounts window. Refer to Getting Started with Clarity
OSS for more information about this window.
Cust Type The customer profile type, e.g. Residential.
Account The customers account number.
Service Type The type of service that is supplied, e.g. PSTN.
Status The status of the service, e.g. proposed, inservice.
Type The circuit type, e.g. phone, internet, bearer, leased
line, etc.
Double-click this field to view more details about the
the source record, e.g. if the type is Phone or Bearer,
the Circuit Editing window is displayed. Refer to the
Clarity Inventory Suite Reference for more information
about circuit editing.
Speed The speed of operation for this service.
PE Planned Events (PE) are associated with this circuit if
this box is checked.
Total Records the total number of circuits faults displayed on
query.
Field Description
Table 27. Circuits section of Service Fault Query window; fields (sheet 2 of 2)
SERVI CE FAULT QUERY
Service Fault Query Window
25
Buttons
The buttons in the Circuits section of the Service Fault Query window are:
Open Faults tab
Use this tab to view any open faults found by the query.
Note
Double-click any field in this section to open the Fault Edit Module
window. See Editing Faults on page 131 for more information.
Button Description
New Fault Opens the Fault Creation Docket window.
Use this window to create a new fault for the selected
service. See Creating a new fault for a service on page
36 for more information.
View PE Opens the Planned Events window. Use this window
to check planned events for the selected circuit.
Double-click a Planned Event record in this window to
access all the details in the Planned Event Details
window. Refer to the Clarity Inventory Suite user manual
for more information about Planned Events.
Note: When the user clicks the View PE button the
following error message may be displayed
"Please choose a circuit that has a Planned
Event"
Launch SLA Manager Opens the Service Level Agreements Manager
application. See the SLA Manager User Manual for
more information about using the SLA Manager.
Escalation Contacts Opens the Escalation Contact Details window (see
Escalation Contact Details window on page 30).
Table 28. Circuits section of Service Fault Query window; buttons
SERVI CE FAULT QUERY
Service Fault Query Window
26
Fields
The fields in the Open Faults tab of the Service Fault Query window are:
Field Description
Number The fault docket identifier. Double-click to launch the
Fault Edit Module window in the context of the fault
selected.
Status The status of the fault.
Priority The priority assigned to the fault.
Reported By The name of the person or department that reported
the fault.
Reported On The date the fault was reported.
Fault Cause The main cause of the fault, e.g. Busy Tone, No Reply,
etc.
Outage The length of time in hours and minutes that the fault
has remained open.
Type Indicates if the fault was reported by the customer.
Description A full description of the fault.
Note: To see all of the information in this field, click in
the field and then press Ctrl+E to open the
Editor window.
Total Records the total number of open faults.
Table 29. The Service Fault Query/Open Faults tab window- fields
SERVI CE FAULT QUERY
Service Fault Query Window
27
Buttons
The buttons in the Open Faults tab of the Service Fault Query window are:
Button Description
Launch Test Results Opens the Test Result window.
Use this window to view all the tests performed to
identify and resolve the selected fault. See the Test
Manager User Manual for more information.
Fault Comments Opens the View the Fault Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
All Comments Opens the View all the Comments window.
Use this window to view all of the comments for all of
the fault records displayed in the Existing Fault Details
section.
Table 210. Open Faults tab of Service Fault Query window; buttons
SERVI CE FAULT QUERY
Service Fault Query Window
28
Network Faults tab
Use this tab to view any network faults found by the query.
Fields
The fields in the Network Faults tab of the Service Fault Query window are:
Field Description
Number The fault id number.
Status The status of the network fault, e.g. Open, Closed.
Priority The priority assigned to the network fault.
Reported By The name of the person or department that reported
the fault.
Reported On The date the fault was reported.
Fault Cause The main cause of the fault.
Outage The length of time in hours and minutes that the fault
has remained open.
Type Indicates if the fault was reported by the customer.
Description A full description of the fault.
Note: To see all of the information in this field, click in
the field and then press Ctrl+E to open the
Editor window.
Total Records the total number of network faults displayed.
Table 211. The Service Fault Query/Network Faults tab window - fields
SERVI CE FAULT QUERY
Service Fault Query Window
29
Fault History tab
Use this tab to view the history of faults found by the query.
Fields
The fields in the Fault History tab of the Service Fault Query window are:
Field Description
Number The fault docket identifier.
Reported Date The date the fault was reported.
Reported By The name of the person or department that reported
the fault.
Cleared Date The date the fault was set to closed.
Confirmed Date The date this fault was confirmed as closed by the
customer.
Priority The priority assigned to the fault.
Description A full description of the fault.
Note: To see all of the information in this field, click in
the field and then press Ctrl+E to open the
Editor window.
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Table 212. The Service Fault Query/Fault History tab window - fields
SERVI CE FAULT QUERY
Service Fault Query Window
30
Escalation Contact Details window
The Escalation Contact Details window is used to determine the hierarchical list of
escalation contact details.
The form lists escalation contacts by lowest level first, i.e. level 4.
To open the Escalation Contact Details window
Either :
1 From the Assurance menu, select Reference Data and then click
Escalation Contact. The Escalation Contact Details window displays.
OR
1 From the Assurance menu, select Query and then click Service Faults.The
Service Fault Query window is displayed.
2 Search to find a Service Fault.
3 Click in the Escalation Contacts button. The Escalation Contact Details
window displays.
Figure 22. The Escalation Contact Details window
SERVI CE FAULT QUERY
Service Fault Query Window
31
Fields
The fields in the Escalation Contact Details window are:
Field Description
Exchange Code The code that represents the exchange.
Level The level of escalation, for example 1,2 and so on.
Work Group The work group to which the fault is allocated.
Contact Number The contact number for that work group.
Comment Additional comments.
Table 213. The Escalation Contact Details window - fields
SERVI CE FAULT QUERY
Features of the Service Fault Query window
32
Features of the Service Fault Query window
The features of the Service Fault Query window are:
Feature See ...
Service Fault Query Features
Opening the Service Fault Query window page 18
Querying customer service faults page 33
Creating a new fault for a service page 36
SERVI CE FAULT QUERY
Querying Customer Service Faults
33
Querying Customer Service Faults
The following procedures describes how to search for customer service faults in
the Service Fault Query window.
To query a service fault record
1 Open the Service Fault Query window.
See Service Fault Query Window on page 18 for more information.
2 Select your search criteria and enter a value in the Search Value field.
3 Click the Search button.
All matching records are displayed.
Service Faults Search Criteria
You can perform queries using the following search criteria:
Search Criteria Description
Circuit Search Fields tab
Access Connection Use the List of Values to search for a valid data
connection.
The List of Value window displays the Name of the
access connection, the status of the connection
and the name of the customer.
Access Topology Use the List of values to search for a valid
topology.
The List of Value window displays the Name of the
topology, the status and the name of the customer.
Account Number Use the List of Values to search for a valid account
number.
The List of Value window displays the account
number, status and customer abbreviation.
Alternate Name Use List of Values to search a list of alternate circuit
names.
The list of value window displays the alternate
circuit name, the circuit name type of service and
the original circuit name.
Table 214. Search Criteria for the Service Fault Query window (sheet 1 of 3)
SERVI CE FAULT QUERY
Querying Customer Service Faults
34
Circuit Use List of Values to search for a valid circuit
name.
The list of value window displays the circuit name,
the circuit type, the circuit status and the inservice
date.
Circuit Display Name Use List of Values to search for a valid circuit
display name.
The list of value window displays the circuit
displays the circuit display name, the circuit type,
the circuit status and the in service date.
Customer Abbreviation Use List of Values to search for a valid customer
abbreviation (short name).
The List of Values displays the customer full name
and the customer short name (or) Abbreviated
Name.
Customer Name Use List of Values to search for a valid customer
name.
The list of value window displays the customer full
name and the customer short name.
Fault Docket ID Use List of Values to search for a valid fault id.
The list of value window displays the fault docket id
and the description of the fault.
Service Use List of Values to search for a valid service id.
The List of Values displays the Service ID, the
customer ID, the service type,service name and the
service status.
Service Search Fields
Service Use List of Values to search for a valid service id.
The List of Values displays the Service ID, the
customer ID, the service type,service name, and
the service status.
Search Criteria Description
Table 214. Search Criteria for the Service Fault Query window (sheet 2 of 3)
SERVI CE FAULT QUERY
Querying Customer Service Faults
35
Customer Abbreviation Use List of Values to search for a valid customer
abbreviation (short name).
The list of value window displays the customer full
name and the customer short name
Customer Name Use List of Values to search for a valid customer
name.
The list of value window displays the customer full
name and the customer short name.
Account Number Use List of Values to search for a valid account
number.
The list of value window displays the account
number, status and customer name.
Fault Docket ID Use List of Values to search for a valid fault id.
The list of value window displays the fault docket id
and the description of the fault.
Internet Username Free text field.
Phone Number Use List of Values to search for a valid phone
number.
Attributes Use List of Values to search for a service attribute.
The attribute value should also be entered in the
Service Fault Query window.
Search Criteria Description
Table 214. Search Criteria for the Service Fault Query window (sheet 3 of 3)
SERVI CE FAULT QUERY
Creating a new fault for a service
36
Creating a new fault for a service
The following procedure describes how to create a new fault for a service record.
To create a new fault for a service
1 Query a customers service fault record.
See Querying Customer Service Faults on page 33 for more information.
2 Click the New Fault button.
The Fault Docket Creation window is displayed.
3 In the Reported By field, enter the name of the person or department that
reported the fault.
4 If required, enter a contact name in the Contact field.
5 Use the LOV to enter the Priority, Work Group and Fault Cause fields.
6 Enter a full description of the fault in the Description field.
Hint
Click in this field and press Ctrl+E to open the Editor window.
7 In the Fault link to field, use the drop-down list to select whether the fault
will be linked to the customer or the circuit/service. Select a Fault Type.
8 If required, use LOV to select a region code for the fault.
9 Click the Save button
A message confirming fault creation is displayed.
Figure 23. The Fault Docket Creation window
37
CHA P T E R 3
Network Fault Query
This section describes how to use the Network Fault Query window to view faults
associated with a network element, frame container, cable sheath, cable core,
circuit, and location records.
NETWORK FAULT QUERY
Network Fault Query Window
38
Network Fault Query Window
Use this window to query faults associated with cables, frames, circuits, location
and network element records.
To open the Network Fault Query window
From the Assurance menu, select Query and then click Network
Faults.
The Network Fault Query window is displayed.
The fields in the Network Fault Query window change depending upon the
search criteria selected. The major categories are:
Search Criteria See ...
Cable Core page 39
Cable Sheath page 45
Circuit page 47
Frame Container page 52
Location page 57
Network Element page 71
NE Alternate Name page 78
NETWORK FAULT QUERY
Cable Core Query
39
Cable Core Query
The following procedure describes how to search for faults that are related to
cable core records.
To search for fault details related to cable core records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Cable Core from the search criteria drop-down list.
The Cable Core Number and Type fields are displayed in the Search
Fields area.
3 Click in either field and use the List of Values to select a valid cable core
number/type.
4 Then click Search.
All matching records are displayed in the Cable Sheath tab.
Figure 31. Cable Core query; Network Fault Query window
NETWORK FAULT QUERY
Cable Core Query
40
Search Fields Section
Fields
The fields in the Search Fields are:
Cable Sheath Section
The Cable Sheath tab is displayed in the Network Fault Query window when
you search for faults that are related to cable core or cable sheath records.
Fields
The fields in the Cable Sheath tab are:
Field Description
Cable Core Number The number of cable cores.
Type The type of cable core.
Table 31. Search Fields section; fields
Field Description
Details
Name The cable sheath name.
Type The cable sheath type. Cable sheath types help identify
the purpose of a cable sheath, e.g. spur, main, etc.
Status The current status of the cable sheath. For example:
Spare
Planned
Commissioned
In Service
Out of Service.
Table 32. Cable Sheath section; fields (sheet 1 of 3)
NETWORK FAULT QUERY
Cable Core Query
41
Measured Length The length of the cable. The default measurement unit
is set up in the Application Variables window. The
variable name is gis_default_distance_units.
Total Displays the total number of records retrieved.
Cable Core Details
Fault A flag that indicates if there is a a fault attached to this
record.
Number The cable core number.
Type Indicates whether the cable has terminated on a
network element or a frame.
From Define the first number of the cable core selection.
To Define the last number of the cable core selection.
Select If this check box is selected, the corresponding cable
core is selected.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status, e.g. Open.
Priority The priority assigned to the fault.
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Fault Cause The nature of the fault, e.g. antenna direction.
Field Description
Table 32. Cable Sheath section; fields (sheet 2 of 3)
NETWORK FAULT QUERY
Cable Core Query
42
Buttons
The buttons in the Cable Sheath section are:
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Type The fault type.
Description Free text field that further describes the fault.
Total Total number of Cable fault records retrieved on
query.
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Table 33. Cable Sheath section; buttons (sheet 1 of 3)
Field Description
Table 32. Cable Sheath section; fields (sheet 3 of 3)
NETWORK FAULT QUERY
Cable Core Query
43
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
customer name and/or address details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Cable Sheath Records
on page 87 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
History Opens the Faults History window.
Use this window to view the fault history for the
selected cable sheath record.
Button Description
Table 33. Cable Sheath section; buttons (sheet 2 of 3)
NETWORK FAULT QUERY
Cable Core Query
44
History Report Opens the Clarity Report Launcher to generate a
history report.
Existing Fault Details
Fault Comments Opens the View the Fault Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 33. Cable Sheath section; buttons (sheet 3 of 3)
NETWORK FAULT QUERY
Cable Sheath Query
45
Cable Sheath Query
The following procedure describes how to search for faults that are related to
cable sheath records.
To search for fault details related to cable sheath records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Cable Sheath from the search criteria drop-down list.
The Cable Sheath Name and Type fields are displayed in the Search Fields
section.
3 Click in either field and use the list of Values to select a value.
4 Click the Search button.
All matching records are displayed in the Cable Sheath tab.
Figure 32. Cable Sheath section; Network Fault Query window
NETWORK FAULT QUERY
Cable Sheath Query
46
Search Fields Section
Fields
The fields in the Search Fields section are:
Cable Sheath Section
The Cable Sheath section is displayed in the Network Fault Query window
when you search for faults that are related to cable core or cable sheath records.
See Cable Sheath Section on page 40 for more information about the fields in this
section.
Field Description
Cable Sheath Name The name of the cable sheath.
Type The type of cable sheath.
Table 34. Search Fields section; fields
NETWORK FAULT QUERY
Circuit Query
47
Circuit Query
The following procedure describes how to search for faults that are related to
circuits.
To search for fault details related to circuit records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Circuit from the search criteria drop-down list.
The Card Name and Card Type fields are displayed in the Search Fields
section.
3 Click in either field and use the LOV button to select a value.
4 Click the Search button.
All matching records are displayed in the Circuit section.
Figure 33. Circuit section; Network Fault Query window
NETWORK FAULT QUERY
Circuit Query
48
Search Fields Section
Fields
The fields in the Search Fields section are:
Circuit Section
The Circuit section is displayed in the Network Fault Query window when you
search for faults that are related to circuit records.
Fields
The fields in the Circuit section are:
Field Description
Circuit Name The name of the circuit.
Circuit Type The type of the circuit.
Table 35. Search Fields section; fields
Field Description
Details
Double-click any field in this section to display the Circuit Editing window.
Refer to the Configuration Manager User Manual for more information about
this window.
Type The type of circuit (e.g. leased, bearer, etc.)
Name The name of the circuit.
Status The current status of the circuit.
Speed The speed of operation for this circuit.
Service Type The type of service supplied on the circuit.
Table 36. Circuit section; fields (sheet 1 of 2)
NETWORK FAULT QUERY
Circuit Query
49
Customer Name The name of the customer that owns or leases the
circuit.
Cust Type The customers category (e.g. carrier)
Alternate Circuit Name
Type The grouping for the alternate circuit name (e.g. Other
Carrier).
Name The alternate name for the circuit.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status (e.g. Open).
Priority The priority assigned to the fault.
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Fault Cause The cause of the fault (e.g. broken antenna).
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Type The type of fault.
Description Free text field that further describes the fault.
Field Description
Table 36. Circuit section; fields (sheet 2 of 2)
NETWORK FAULT QUERY
Circuit Query
50
Buttons
The buttons in the Circuit section are:
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
customer name and/or address details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Network Element
Records on page 97 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
History Report Opens the Clarity Report Launcher to generate a
history report.
Table 37. Circuit section; buttons (sheet 1 of 2)
NETWORK FAULT QUERY
Circuit Query
51
History Opens the Faults History window.
Use this window to view the fault history for the
selected circuit record.
Existing Fault Details
Fault Comments Opens the View All Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 37. Circuit section; buttons (sheet 2 of 2)
NETWORK FAULT QUERY
Frame Container Query
52
Frame Container Query
The following procedure describes how to search for faults that are related to
frame container records.
A frame consists of one container that is configured with frame units and frame
appearances which represent the actual physical connection points (either
electrical or optical).
To search for fault details related to frame container records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Frame Container from the search criteria drop-down list.
The Frame Container Name, Location and Type fields are displayed in
the Search Fields section.
3 Click in any of these fields and then use the LOV button to select a value.
4 Click the Search button.
All matching records are displayed in the Frame Container section.
Figure 34. Frame Container section; Network Fault Query window
NETWORK FAULT QUERY
Frame Container Query
53
Search Fields Section
Fields
The fields in the Search Fields section are:
Frame Container Section
The Frame Container section is displayed in the Network Fault Query window
when you search for faults that are related to frame container or frame unit
records.
Fields
The fields in the Frame Container section are:
Field Description
Type The type of the frame container
Location The type of the frame container.
Index An index number for the frame container.
Table 38. Search Fields section; fields
Field Description
Details
Container The frame container name.
Type The frame container type, e.g. MDF, cabinet, etc.
Location The location of the frame container.
Index The instance of the frame container at the location,
e.g. there may be 2 instances of a frame container at
location A1.
Table 39. Frame Container section; fields (sheet 1 of 3)
NETWORK FAULT QUERY
Frame Container Query
54
Frame Units
The records displayed are related to the selected frame container record.
You can search for a particular frame unit record by entering search criteria in
the Name and Position fields at the top of this section and then clicking the
Search button.
Fault A flag that indicates if there is a a fault attached to this
record.
Name The name of the frame unit
Position The unit position in the frame or rack.
Description A further description of the frame unit.
Frame Appearances
The records displayed are related to the selected frame unit record.
You can search for a particular frame appearance record by entering search
criteria in the Position and Side fields at the top of this section and then clicking
the Search button.
Fault A flag that indicates if there is a a fault attached to this
record.
Position The position in the unit.
Side Indicates whether the appearance is at the Front or
Rear of the frame.
Usage The usage at the specified position. Either:
Optical
Electrical
Circuit Name The name of the circuit reserving the frame
appearance.
Status The status of the circuit.
Field Description
Table 39. Frame Container section; fields (sheet 2 of 3)
NETWORK FAULT QUERY
Frame Container Query
55
Buttons
The buttons in the Frame Container section are:
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status (e.g. Open).
Priority The priority assigned to the fault.
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Nature of Fault The nature of the fault (e.g. antenna direction).
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Description Free text field that further describes the fault.
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Table 310. Frame Container section; buttons (sheet 1 of 3)
Field Description
Table 39. Frame Container section; fields (sheet 3 of 3)
NETWORK FAULT QUERY
Frame Container Query
56
Clear Clears the value in the Search Value field.
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
customer name and/or address details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Frame Container
Records on page 94 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
History Opens the Faults History window.
Use this window to view the fault history for the
selected frame container record.
Button Description
Table 310. Frame Container section; buttons (sheet 2 of 3)
NETWORK FAULT QUERY
Frame Container Query
57
Frame Unit Query
The following procedures describe how to search for faults that are related to
frame unit records.
To search for fault details related to frame unit records
1 Search for the parent Frame Container record.
See Frame Container Query on page 52 for more information.
2 Select the parent frame container record.
The child Frame Unit records are displayed in the Frame Units section.
3 To display a specific frame unit record, enter your search criteria in the
Name and Position fields at the top of the Frame Units section
History Report Opens the Clarity Report Launcher to generate a
history report.
Create Frame
Appearance Child
Fault
Opens the Child Faults window.
Use this window to create a Frame Appearance Child
Fault. See Creating Child Faults for Frame Appearance
Records on page 93 for more information.
Frame Units
Click to search for frame unit records that match your
search criteria. See Frame Unit Query on page 57 for
more information.
Frame Appearances
Click to search for frame appearance records that
match your search criteria. See Frame Appearance
Query on page 58 for more information.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Fault Comments Opens the View the Fault Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 310. Frame Container section; buttons (sheet 3 of 3)
NETWORK FAULT QUERY
Frame Container Query
58
4 Click the Search button.
Frame unit records matching the search criteria are displayed.
Frame Appearance Query
The following procedures describe how to search for faults that are related to
frame appearance records.
To search for fault details related to frame appearance records
1 Search for the parent Frame Container record.
See Frame Container Query on page 52 for more information.
2 Select the parent frame container record.
The child frame unit records are displayed in the Frame Units section.
3 To display a specific frame unit record, enter your search criteria in the
Name and Position fields at the top of the Frame Units section.
4 Click the Search button.
Frame unit records matching the search criteria are displayed.
5 Select the parent frame unit record.
The child frame appearance records are displayed in the Frame
Appearance section.
6 To display a specific frame appearance record, enter your search criteria in
the Position and Side fields at the top of the Frame Appearance section
7 Click the Search button.
Frame appearance records matching the search criteria are displayed.
NETWORK FAULT QUERY
Infrastructure Connection Query
59
Infrastructure Connection Query
The following procedure describes how to search for faults that are related to
infrastructure records.
To search for fault details that are related to infrastructure
connections.
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Infrastructure Connection from the Search Criteria list.
The Connection Name and Connection Type fields are displayed in the
Search Fields area.
3 Click in either of these fields and then use the List of Values to select the
required connection name and the connection type.
4 Click the Search button.
All matching records are displayed in the Infrastructure Connection tab.
Figure 35. The Network Fault Query window - the Infrastructure Connection query.
NETWORK FAULT QUERY
Infrastructure Connection Query
60
Fields
Field Description
Search Fields area
Search Criteria Select Infrastructure Connection from the list.
Connection Name The name of the infrastructure connection.
Connection Type The type of the data connection. The List of Values is
derived from the Connection Types reference data
window.
Infrastructure Connections area
Flt This check box is selected if the queried connection is
associated with a fault. The fault details are displayed in
the Existing Fault Details area.
Type The type of the infrastructure connection.
Status Describes the current state of the connection.
Customer The name of the customer using the connection.
Infrastructure Connection Section area
Flt This check box is selected if the displayed connection
class is associated with a fault. The fault details are
displayed in the Existing Fault Details area.
Connection Class The class of the connection.
Entity Details The details of the main entity involved in the fault.
Existing Fault Details area
Table 311. The Network Fault Query window - the Infrastructure Connection query
NETWORK FAULT QUERY
Infrastructure Connection Query
61
Buttons
See Table 315 on page 69 for the button descriptions for this view.
Number The unique identifier of the fault. This number is
automatically generated by the Clarity system when you
save a new fault record, in the Fault Edit Module
window.
Status The status of the fault, e.g. Open, Acknowledged.
Priority Priority of the fault and associated actions.
Reported By Name of the person that reported the fault.
Reported On The date and time that the fault was reported.
Fault cause The identified cause of the fault.
Outage The length of time in hours and minutes that the fault
has remained open.
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Type The fault type. Used to determine what kind of fault AMS,
the service desk or the user has selected.
Description The description of the fault.
Field Description
Table 311. The Network Fault Query window - the Infrastructure Connection query
NETWORK FAULT QUERY
Infrastructure Topology Query
62
Infrastructure Topology Query
The following procedure describes how to search for faults that are related to
infrastructure topology.
To search for fault details that are related to infrastructure
connections.
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Infrastructure Topology from the Search Criteria list.
The Topology Name and Topology Type fields are displayed in the Search
Fields area.
3 Click in either of these fields and then use the List of Values to select the
required connection name and the connection type.
4 Click the Search button.
All matching records are displayed in the Infrastructure Topology tab.
Figure 36. The Network Fault Query window - the Infrastructure Topology query.
NETWORK FAULT QUERY
Infrastructure Topology Query
63
Fields
Field Description
Search Fields area
Search Criteria Select Infrastructure Topology from the list.
Topology Name The unique name of the topology. Topologies are created
in Service Manager using pre-configured business rules.
Topology Type The type of the topology. These user defined types are
mapped to a Clarity function in the Topology Types
reference data window.
Infrastructure Topology area
Flt This check box is selected if the queried topology is
associated with a fault. The fault details are displayed in
the Existing Fault Details area.
Name The type of the topology. These user defined types are
mapped to a Clarity function in the Topology Types
reference data window.
Type The type of the topology. These user defined types are
mapped to a Clarity function in the Topology Types
reference data window.
Status Describes the current stage in the topology life cycle.
Customer The customer which owns the topology. For infrastructure
topologies the customer is usually the carrier (or an
internal business unit).
Topology Objects area
Flt This check box is selected if the displayed connection
class is associated with a fault. The fault details are
displayed in the Existing Fault Details area.
Table 312. The Network Fault Query window - the Infrastructure Topology query.
NETWORK FAULT QUERY
Infrastructure Topology Query
64
Connection Class The class of the topology object. Possible topology
objects are:
Network Elements - NEs are the main
components of a topology. A topology with only
network elements assumes that all network
elements are connected.
Connections make up the
connectivity between network elements.
Circuits - Where Connections are not available it
is possible to use circuits for connectivity.
Topologies - In most cases there will be at least
one Topology object present. They represent
other sections of the network that interact with the
current topology.
Clouds - A valid substitute - for topologies. They
can be used when the provider has no
knowledge or no interest in other networks.
Generic Objects - Can be used to represent
distinct objects for which information is not
known or irrelevant. In some cases they may be
used as substitutes for Network Elements.
Entity Details The details of the main entity involved in the fault.
Existing Fault Details area
Number The unique identifier of the fault. This number is
automatically generated by the Clarity system when you
save a new fault record, in the Fault Edit Module
window.
Status The status of the fault, e.g. Open, Acknowledged.
Priority Priority of the fault and associated actions.
Reported By Name of the person that reported the fault.
Field Description
Table 312. The Network Fault Query window - the Infrastructure Topology query.
NETWORK FAULT QUERY
Infrastructure Topology Query
65
Reported On The date and time that the fault was reported.
Fault cause The identified cause of the fault.
Outage The length of time in hours and minutes that the fault
has remained open.
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Type The fault type. Used to determine what kind of fault AMS,
the service desk or the user has selected.
Description The description of the fault.
Field Description
Table 312. The Network Fault Query window - the Infrastructure Topology query.
NETWORK FAULT QUERY
Location Query
66
Location Query
The following procedure describes how to search for faults that are related to
location records.
To search for fault details related to location records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Location from the search criteria drop-down list.
The Location/Site Code and Location Type fields are displayed in the
Search Fields section.
3 Click in one of these fields/or both and then use the LOV button to select a
value.
4 Click the Search button.
All matching records are displayed in the Location section.
Figure 37. Location section; Network Fault Query window
NETWORK FAULT QUERY
Location Query
67
Search Fields Section
Fields
The fields in the Search Fields section are:
Location Section
The Location section is displayed in the Network Fault Query window when you
search for faults that are related to location records.
Fields
The fields in the Location section are:
Field Description
Location/ Site Code The unique location or site code.
Location Type The type of location.
Table 313. Search Fields section; fields
Field Description
Details
Double-click any field in this section to open the Location window. Refer to
the Getting Started With Clarity OSS manual for more information about this
window.
Code Unique location/site code.
Type Classification of location (e.g. nodes, admin,
customer, other Carrier etc.).
Region The region that the location is assigned to.
Area Code The charging area that the location is assigned to.
Description A further description of the location.
Table 314. Location section; fields (sheet 1 of 2)
NETWORK FAULT QUERY
Location Query
68
Address
Address The addresses for the selected location/site record.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status (e.g. Open).
Priority The priority assigned to the fault.
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Nature of Fault The nature of the fault (e.g. antenna direction).
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Description Free text field that further describes the fault.
Field Description
Table 314. Location section; fields (sheet 2 of 2)
NETWORK FAULT QUERY
Location Query
69
Buttons
The buttons in the Location section are:
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
location address details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Location Records on
page 96 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
Table 315. Location section; buttons (sheet 1 of 2)
NETWORK FAULT QUERY
Location Query
70
History Opens the Faults History window.
Use this window to view the fault history for the
selected location record.
History Report Opens the Clarity Report Launcher to generate a
history report.
Existing Fault Details
Fault Comments Opens the View the Fault Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 315. Location section; buttons (sheet 2 of 2)
NETWORK FAULT QUERY
Network Element Query
71
Network Element Query
The following procedure describes how to search for faults that are related to
network element records.
To search for fault details related to network element records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select Network Element from the search criteria drop-down list.
The Equipment Type, Equipment Location and Exchange Code fields are
displayed in the Search Fields section.
3 Click in any of these fields and then use the LOV button to select a value.
4 Click the Search button.
All matching records are displayed in the Network Element section.
Figure 38. Network Element section; Network Fault Query window
NETWORK FAULT QUERY
Network Element Query
72
Search Fields Section
Fields
The fields in the Search Fields section are:
Network Element Section
The Network Element section is displayed in the Network Fault Query window
when you search for faults that are related to network element records.
Fields
The fields in the Network Element section are:
Field Description
Equipment Type The type of equipment.
Equipment Location The location of the equipment.
Equipment Code The exchange code for the location of the network
element.
Table 316. Search Fields section; fields
Field Description
NE
Double-click any field in this section to display the Network Element
window. Refer to the Configuration Manager User Manual for more
information about this window.
Network Element The unique identifier of the network element. This
value is a concatenation of the network elements
Type, Location, and Index values.
Status The current status of the network element.
Exchange Code The exchange code for the location of the network
element.
Table 317. Network Element section; fields (sheet 1 of 3)
NETWORK FAULT QUERY
Network Element Query
73
Cards
Fault A flag that indicates if there is a a fault attached to this
record.
Type The type of card.
Slot The physical slot in the equipment chassis that the card
occupies.
Status Current status of the card (e.g. Inservice).
Select Check this box to select the corresponding card record.
Select All Check this box to select all of the displayed card
records.
Total Total number of records retrieved.
Ports
Fault A flag that indicates if there is a a fault attached to this
record.
Name The port name.
Status Current status of the port (e.g. Inservice).
Circuit Name of the circuit using this port.
Circuit Status Current status of the circuit.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status (e.g. Open).
Field Description
Table 317. Network Element section; fields (sheet 2 of 3)
NETWORK FAULT QUERY
Network Element Query
74
Buttons
The buttons in the Network Element section are:
Priority The priority assigned to the fault.
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Nature of Fault The nature of the fault (e.g. antenna direction).
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Description Free text field that further describes the fault.
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Table 318. Network Element section; buttons (sheet 1 of 3)
Field Description
Table 317. Network Element section; fields (sheet 3 of 3)
NETWORK FAULT QUERY
Network Element Query
75
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
address location details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Network Element
Records on page 97 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
History Opens the Faults History window.
Use this window to view the fault history for the
selected network element record.
Button Description
Table 318. Network Element section; buttons (sheet 2 of 3)
NETWORK FAULT QUERY
Network Element Query
76
Port Query
The following procedures describe how to search for faults that are related to port
records.
To search for fault details related to port records
1 Search for the parent network element record.
See Network Element Query on page 71 for more information.
2 Select the parent network element record.
The child card records are displayed in the Cards section.
3 To display a specific card record, enter your search criteria in the Type and
Slot fields at the top of the Cards section.
History Report Opens the Clarity Report Launcher to generate a
history report.
Cards
Click to search for card records that match your search
criteria. See Circuit Query on page 47 for more
information.
Faulty Cards Click to check to see if any faulty cards exist.
Ports
Click to search for port records that match your search
criteria. See Port Query on page 76 for more
information.
Create Port Child
Faults
Click on this button to create a port child fault and
open the Child Faults window. See Creating Child
Faults for Port Records on page 98 for more
information.
Existing Fault Details
Fault Comments Opens the View All Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 318. Network Element section; buttons (sheet 3 of 3)
NETWORK FAULT QUERY
Network Element Query
77
4 Click the Search button.
Card records matching the search criteria are displayed.
5 Select the parent card record.
The child port records are displayed in the Ports section.
6 To display a specific port record, enter your search criteria in the Name field
at the top of the Port section.
7 Click the Search button.
Port records matching the search criteria are displayed.
Card Query
The following procedures describe how to search for faults that are related to card
records.
To search for fault details related to card records
1 Search for the parent network element record.
See Network Element Query on page 71 for more information.
2 Select the parent network element record.
The child card records are displayed in the Cards section.
3 To display a specific card record, enter your search criteria in the Type and
Slot fields at the top of the Cards section.
4 Click the Search button.
Card records matching the search criteria are displayed.
NETWORK FAULT QUERY
Network Element Alternate Name Query
78
Network Element Alternate Name Query
The following procedure describes how to search for faults that use equipment
alternate names related to network element records.
To search for fault details related to network element alternate
name records
1 Open the Network Fault Query window.
See Network Fault Query Window on page 38 for more information.
2 Select NE Alternate Name from the search criteria drop-down list.
The Equipment Alternate Name field is displayed in the Search Fields
section.
3 Click in the field and then use the LOV button to select a value.
4 Click the Search button.
All matching records are displayed in the Network Element, Cards, and
Ports sections.
Figure 39. Network Element section; Network Fault Query window
NETWORK FAULT QUERY
Network Element Alternate Name Query
79
Search Fields Section
Field
The field in the Search Fields section are:
Network Element Section
The Network Element section is displayed in the Network Fault Query window
when you search for faults that are related to network element records.
Fields
The fields in the Network Element section are:
Field Description
Equipment Alternate
Name
The alternate name for the equipment.
Table 319. Search Fields section; field
Field Description
NE
Double-click any field in this section to display the Network Element
window. Refer to the Configuration Manager User Manual for more
information about this window.
Network Element The unique identifier of the network element. This
value is a concatenation of the network elements
Type, Location, and Index values.
Status The current status of the network element.
Exchange Code The exchange code for the location of the network
element.
Cards
Fault A flag that indicates if there is a a fault attached to this
record.
Table 320. Network Element section; fields (sheet 1 of 3)
NETWORK FAULT QUERY
Network Element Alternate Name Query
80
Type The type of card.
Slot The physical slot in the equipment chassis that the card
occupies.
Status Current status of the card (e.g. Inservice).
Select Check this box to select the corresponding card record.
Select All Check this box to select all of the displayed card
records.
Ports
Fault A flag that indicates if there is a a fault attached to this
record.
Name The port name.
Status Current status of the port (e.g. Inservice).
Circuit Name of the circuit using this port.
Circuit Status Current status of the circuit.
Select Check this box to select the corresponding card record.
Select All Check this box to select all of the displayed card
records.
Existing Fault Details
Double-click any field in this section to open the Fault Edit Module window.
See Editing Faults on page 131 for more information.
Number The unique identifier of the fault.
Status The current fault status (e.g. Open).
Priority The priority assigned to the fault.
Field Description
Table 320. Network Element section; fields (sheet 2 of 3)
NETWORK FAULT QUERY
Network Element Alternate Name Query
81
Buttons
The buttons in the Network Element section are:
Reported By The name of the user who reported the fault.
Reported On The date the report was reported.
Nature of Fault The nature of the fault (e.g. antenna direction).
Outage The total outage time from the date the fault was
reported. Outage time is measured in minutes.
Total waiting time = waiting end time - waiting start
time
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Description Free text field that further describes the fault.
Button Description
Search Fields
Search Retrieves the records that match the search criteria and
value.
Clear Clears the value in the Search Value field.
Table 321. Network Element section; buttons (sheet 1 of 3)
Field Description
Table 320. Network Element section; fields (sheet 3 of 3)
NETWORK FAULT QUERY
Network Element Alternate Name Query
82
Address Search Opens the Search by Address window.
Use this window to perform complex queries on the
address location details.
Details
Create Fault Opens the Fault Edit Module window.
Use this window to create a new fault for the selected
record. See Creating Faults for Network Element
Records on page 97 for more information.
Affected Cust/Serv Opens the Affected Customer/Service Details
window.
Use this window to view the customers and services
that are affected by a fault, and to also view the service
level agreement for those affected. See Viewing the
Customers/Services Affected by a Fault on page 100
for more information.
History Opens the Faults History window.
Use this window to view the fault history for the
selected network element record.
Button Description
Table 321. Network Element section; buttons (sheet 2 of 3)
NETWORK FAULT QUERY
Network Element Alternate Name Query
83
History Report Opens the Clarity Report Launcher to generate a
history report.
Cards
Click to search for card records that match your search
criteria. See Circuit Query on page 47 for more
information.
Faulty Cards Click to check to see if any faulty cards exist.
Ports
Click to search for port records that match your search
criteria. See Port Query on page 76 for more
information.
Create Port Child
Faults
Click on this button to create a port child fault and
open the Child Faults window.
Existing Fault Details
Fault Comments Opens the View All Comments window.
Use this window to view all the comments that have
been entered for the selected fault.
Button Description
Table 321. Network Element section; buttons (sheet 3 of 3)
NETWORK FAULT QUERY
Features of the Network Fault Query Window
84
Features of the Network Fault Query Window
The features of the Network Fault Query window are:
Feature See ...
Opening the Network Fault Query window page 38
Searching for faults related to:
- Cable Core records page 39
- Cable Sheath records page 45
- Card records page 47
- Circuit records page 47
- Frame Container records page 52
- Frame Unit records page 57
- Frame Appearance records page 58
- Location records page 57
- Network Element records page 71
- Port records page 76
- NE Alternate Name records page 78
Creating new faults for:
- Cable Core records page 86
- Cable Sheath records page 87
- Card records page 88
- Circuit records page 90
- Customer records page 91
NETWORK FAULT QUERY
Features of the Network Fault Query Window
85
- Frame appearance records page 93
- Frame Container records page 94
- Frame Unit records page 95
- Location records page 96
- Network Element records page 97
- Port records page 98
- Service details records page 98
Viewing the Customers/Services Affected
by a Fault
page 100
Feature See ...
NETWORK FAULT QUERY
Creating Faults for Cable Core Records
86
Creating Faults for Cable Core Records
The following procedure describes how to create a fault that is associated with an
existing cable core record.
To create a fault for a cable core record:
1 Query a cable core record.
See Cable Core Query on page 39 for more information.
2 Select the required cable core/cores displayed in the Cable Core Details
area.
Note
You have the option to individually select a cable core, bulk select cable
cores by selecting the Select All check box, or select a range of cable
cores.
3 If using the Range option, enter the range in the From and To fields and
then click Select. If you need to discard the selection, click Deselect.
4 To create a fault, click Create Fault.
The Fault Edit Module window is displayed.
5 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
6 Click Save.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Faults for Cable Sheath Records
87
Creating Faults for Cable Sheath Records
The following procedure describes how to create a new fault that is associated
with an existing cable sheath record.
To create a fault for a cable sheath record:
1 Query a cable sheath record.
See Cable Sheath Query on page 45 for more information.
2 Select the required cable core/cores displayed in the Cable Core Details
area.
Note
You have the option to:
individually select a cable core, by selecting its corresponding, Select
check box,
bulk select cable cores by selecting the Select All check box
select a range of cable cores.
3 If using the Range option, enter the range in the From and To fields and
then click Select. If you need to discard the selection, click Deselect.
4 To create a fault, click Create Fault.
The Fault Edit Module window is displayed.
5 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
6 Click Save.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Faults for Card Records
88
Creating Faults for Card Records
The following procedure describes how to create a new fault that is associated
with existing card records.
To create a fault for card records:
1 Query a network element record.
See Network Element Query on page 71 for more information.
2 Click the Select box next to the card records with the fault.
If the fault is associated with all of the card records, click the Select All box.
3 Click the Create Fault button.
The Fault Docket Creation window is displayed.
4 In the Reported By field, enter the name of the person or department that
reported the fault.
5 If required, enter a contact name in the Contact field.
Note
Click the Customer Reported check box if the fault was reported by
the customer.
6 Use the LOV to enter the Priority, Work Group and Fault Cause fields.
7 Enter a full description of the fault in the Description field.
Hint
Click in this field and press Ctrl+E to open the Editor window.
8 If required, use LOV to select a region code for the fault.
NETWORK FAULT QUERY
Creating Faults for Card Records
89
9 Click the Save button
A message confirming fault creation is displayed and the fault link is created
automatically.
Figure 310. Fault Docket Creation window
NETWORK FAULT QUERY
Creating Faults for Circuit Records
90
Creating Faults for Circuit Records
The following procedure describes how to create a new fault that is associated
with an existing circuit record.
To create a fault for a circuit record:
1 Query a circuit record.
See Circuit Query on page 47 for more information.
2 Select the circuit record.
3 Click the Create Fault button.
The Fault Edit Module window is displayed.
4 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
5 Click the Save button.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Child Faults for Customer Records
91
Creating Child Faults for Customer Records
The following procedure describes how to create a child fault for a customer
record. These faults are created from the Affected Customer/Service Details
window.
Note
Child customer faults can only be created if there is a parent fault record.
This function is only available for location, network element, card and
port records.
To create a child fault for a customer record:
1 Query a record in the Network Fault Query window.
2 Select the required parent record, then click the Affected Cust/Serv button.
Figure 311. The Affected Customer/Service Details window
3 Select the customer record.
4 Click the Create Customer Child Fault button. A window prompting the
user to select a priority for the child ticket will be displayed. Users have two
options:
- Apply the same priority as the parent fault
- deselect the above option and enter a new priority for the child fault
5 Once the priority is set, click OK. The child fault is created and the id is
displayed in a Child Faults pop-up window. You can double-click on the
record to launch the Fault in the Fault Edit Module.
6 Click the Exit button to close the window.
NETWORK FAULT QUERY
Creating Child Faults for Customer Records
92
7 The Fault box next to the customer record is checked.
Figure 312. Child Faults window
NETWORK FAULT QUERY
Creating Child Faults for Frame Appearance Records
93
Creating Child Faults for Frame Appearance Records
The following procedure describes how to create a child fault for a frame
appearance record.
To create a child fault for a frame appearance record:
1 Query a frame unit record.
See Frame Unit Query on page 57 for more information.
2 Select the parent frame unit record.
3 Select the frame appearance record.
4 Click the Create Frame Appearance Child Fault button. A window
prompting the user to select a priority for the child ticket will be displayed.
Users have two options:
- Apply the same priority as the parent fault
- deselect the above option and enter a new priority for the child fault
5 Once the priority is set, click OK. The child fault is created and the id is
displayed in a Child Faults pop-up window. You can double-click on the
record to launch the Fault in the Fault Edit Module.
Figure 313. Child Faults window
6 Click the Exit button to close the window.
NETWORK FAULT QUERY
Creating Faults for Frame Container Records
94
Creating Faults for Frame Container Records
The following procedure describes how to create a new fault that is associated
with an existing frame container record.
To create a fault for a frame container record:
1 Query a frame container record.
See Frame Container Query on page 52 for more information.
2 Select the Frame Container record.
3 Click the Create Fault button.
The Fault Edit Module window is displayed.
4 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
5 Click the Save button.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Faults for Frame Unit Records
95
Creating Faults for Frame Unit Records
The following procedure describes how to create a new fault that is associated
with an existing frame unit record.
To create a fault for a frame unit record:
1 Query a frame unit record.
See Frame Unit Query on page 57 for more information.
2 Select the parent Frame Container record and then select the child Frame
Unit record.
3 Click the Create Fault button.
The Fault Edit Module window is displayed.
4 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
5 Click the Save button.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Faults for Location Records
96
Creating Faults for Location Records
The following procedure describes how to create a new fault that is associated
with an existing location record.
To create a fault for a locations record:
1 Query a locations record.
See Buttons on page 61 for more information.
2 Select the location record.
3 Click the Create Fault button.
The Fault Edit Module window is displayed.
4 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
5 Click the Save button.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Faults for Network Element Records
97
Creating Faults for Network Element Records
The following procedure describes how to create a new fault that is associated
with an existing network element record.
To create a fault for a network element record:
1 Query a network element record.
See Network Element Query on page 71 for more information.
2 Select the Network Element record.
3 Click the Create Fault button.
The Fault Edit Module window is displayed.
4 Enter the mandatory fields in the Fault Details section.
See Fault Details area on page 133 for more information.
5 Click the Save button.
The fault record is created and saved to the database.
NETWORK FAULT QUERY
Creating Child Faults for Port Records
98
Creating Child Faults for Port Records
The following procedure describes how to create a child fault for a port record.
To create a child fault for a port record:
1 Query a network element record.
See Network Element Query on page 71 for more information.
2 Select the parent card record.
3 Select the port record.
4 Click the Create Port Child Fault button. A window prompting the user to
select a priority for the child ticket will be displayed. Users have two options:
- Apply the same priority as the parent fault
- deselect the above option and enter a new priority for the child fault
5 Once the priority is set, click OK. The child fault is created and the id is
displayed in a Child Faults pop-up window. You can double-click on the
record to launch the Fault in the Fault Edit Module.
6 Click the Exit button to close the window.
Figure 314. Child Faults window
NETWORK FAULT QUERY
Creating Child Faults for Service Records
99
Creating Child Faults for Service Records
The following procedure describes how to create a child fault for a service record.
These faults are created from the Affected Customer/Service Details window.
Note
Child service faults can only be created if there is a parent fault record.
This function is only available for location, network element, card and
port records.
To create a child fault for a service record:
1 Query a record in the Network Fault Query window.
2 Select the required parent record, then click the Affected Cust/Serv button.
3 Select the service detail record.
4 Click the Create Circuit Child Fault button. A window prompting the user
to select a priority for the child ticket will be displayed. Users have two
options:
- Apply the same priority as the parent fault
- deselect the above option and enter a new priority for the child fault
5 Once the priority is set, click OK. The child fault is created and the id is
displayed in a Child Faults pop-up window. You can double-click on the
record to launch the Fault in the Fault Edit Module.
6 Click the Exit button to close the window.
7 The Fault box next to the service detail record is checked.
NETWORK FAULT QUERY
Viewing the Customers/Services Affected by a Fault
100
Viewing the Customers/Services Affected by a Fault
You can view the customers and services that are affected by a network fault from
the Network Fault Query window.
To view the customers and services affected by a fault
1 Query a record in the Network Fault Query window.
See Network Element Query on page 71 for more information on the various
types of searches that can be occur in this window.
2 Select the required record, then click the Affected Cust/Serv button.
This function is not available for circuit records:
The Affected Customer/Service Details window is displayed.
3 To view the service level agreements for the affected customer or service:
i. Click the Select check box next to the record.
ii. Click the SLA button.
4 To create child faults for customer records:
i. Click the Select check box next to the required customer records.
ii. Click the Create Customer Child Faults button.
5 To create child faults for circuit records:
i. Click the Select check box next to the required service record.
ii. Click the Create Circuit Child Faults button.
6 Click the Exit button to close this window.
Figure 315. Affected Customer/Service Details window
Note
Child customer and circuit faults can only be created if there is a parent
fault record. This function is only available for location, network element,
card and port records.
101
CHA P T E R 4
Faults Inbox
This section shows you how to use the Faults Inbox window in the Ticket
Manager module of the Clarity Assurance Suite.
FAULTS I NBOX
Faults Inbox Window
102
Faults Inbox Window
Use the Faults Inbox window to view current fault workflow details. The
information shown in this window is based on a series of search filters.
To open the Faults Inbox window
From the Assurance menu, select Fault Manager, click Inbox and
then click Faults.
The Faults Inbox window is displayed.
Figure 41. Faults Inbox window
The sections of the Faults Inbox window are:
Section See
Search page 103
Display page 107
FAULTS I NBOX
Faults Inbox Window
103
Search
Use the Search section of the Faults Inbox window to specify the values and filters
that you want to use for the search.
Note
Work Groups are set up using the Clarity Contacts menu. See Getting
started with Clarity OSS for details.
Figure 42. Search section in the Faults Inbox window
Fields
The fields in the Search section are:
Field Description
Assigned Work
Group
The name of the work group that is assigned to the fault.
Use LOV to select a valid work group. If this field is left
blank, all work groups are queried.
Employee Employee who has been assigned the fault.
Customer Type Valid customer type. Use LOV to select a value.
Timer in Minutes Determines how often the window re-queries the
database. It is measured in minutes. If no value is
specified, database will be queried based on the default
value specified for the application variable
defaultWorkFlowTimer.
Table 41. Search section fields (sheet 1 of 4)
FAULTS I NBOX
Faults Inbox Window
104
Cause of Fault Shows only those faults that occurred because of the
selected fault category.
Current Status Shows only those faults with the selected status.
Date Search Drop-down list displays fault states.
Note:
A fault state such Open, Acknowledged, Cleared or
Confirmed date must be selected in conjunction with the
From Date and To Date in order for the search function
to work as desired. This ensures that only those faults will
be displayed that had that status between that specified
time period.
Example: To search for Faults that are Open between 2-
Feb-2009 and 4-Feb-2009, user must select the fault
state Open from the Date Search drop-down list, and
then enter the From and To dates. If no value is selected
in the Date Search field and a fault exist that was
opened on 2-Feb-2009 and closed on 3-Feb-2009, thiss
fault will show up on the search, as it had the status
Open - between the selected dates, despite it now being
closed. Thus not specifying a Fault state when serahcing
for faults may not return accurate results.
From Date The date from which the date search commences. Click
on the Date button to open the Date window and select
a date from the calendar.
To Date The last date in the date search. Click on the Date button
to open the Date window and select a date from the
calendar.
Note: If a From Date and To Date is entered as search
criteria, a value must also be selected/entered in
the Date Search field else the user will not be able
to query faults. A warni ng message informing the
user of the same will also be displayed.
Link Category Shows faults that are linked to objects of the selected
category. Use the drop-down list to select a value.
For example, if the link category Network Element is
selected from the drop-down list, then only faults that are
linked to a network element record are displayed.
Field Description
Table 41. Search section fields (sheet 2 of 4)
FAULTS I NBOX
Faults Inbox Window
105
Link ID Displays all faults that are linked to objects that match
the ID criteria.
For example if the Link Category selected is Customer
and R% is entered in the LinkID field, then only faults that
are linked to customers whose name begins with R are
displayed.
Ringer Enter or display the name and location of the ringer( a
.wav file which attaches a sound, for example a ringing
tone, to the notification that pops up whenever a new
fault is assigned to a work queue)
Check to display on those Faults that
your work group
Created
Select this check box to filter and display the fault records
that were only created by members of your work group.
you Acknowledged Select this check box to filter and display only the faults
that you acknowledged.
have Open Trouble
Tickets
Select this check box to filter and display open Trouble
Tickets associated with the fault.
have Open Work
Order
Select this check box to filter and display faults that have
an associated Open work order.
are PE affected Select this check box to filter and display only the faults
that are affected by Planned Events.
your workgroup
created and
assigned
Select this check box to filter and display only the faults
that are created by the user in a particular workgroup
and also to display the faults that are being assigned to
your workgroup.
fall within your
Account
Select this check box to filter and display only the faults
that fall within your account. You must be an Account
Manager user.
have Closed
Trouble Tickets
Select this check box to filter and display closed Trouble
Tickets associated with the fault.
Field Description
Table 41. Search section fields (sheet 3 of 4)
FAULTS I NBOX
Faults Inbox Window
106
Buttons
The buttons in the Search section are:
have Closed Work
Order
Select this check box to filter and display faults that have
an associated Closed work order.
have SLA Contract Select this check box to only display the faults that have
links associated with an SLA contract.
Select a fault record and then click the Links button to
view the links that are associated with a contract. See
Viewing Fault Links on page 116 for more information
about viewing fault links.
are not Child Faults Select this check box if you do not wish to display the
faults that are of the Relation type "CHILD".
Button Use to
Set Set the search conditions and determine how often the
database is queried.
Save Filter Save the currently selected filter values in the Search
section.
Normal
Display/Color
Coded Display
In a Color Coded Display, the fault number and the
corresponding status field are displayed in various colors
based on the fault status. A fault that has been cleared
and confirmed is displayed in dark green and a fault that
is cleared but not confirmed is displayed in green. For
faults that are still open, the colour code is based on the
time difference between the current date/time and the
reported time. This is set up using application variables.
For more information see Colour Coded Display on
page 109.
Trouble Tickets Displays the trouble tickets that are associated with this
fault in the Trouble Tickets window. See Trouble Tickets
on page 187 for more information.
Table 42. Search section buttons (sheet 1 of 2)
Field Description
Table 41. Search section fields (sheet 4 of 4)
FAULTS I NBOX
Faults Inbox Window
107
Display
Use the Display section of the Faults Inbox window to view the search results.
Figure 43. Display section in the Faults Inbox window
Work Orders Displays the work orders that are associated with this
fault in the Work Orders window.
Links Open the Faut Links window in the context of the
selected fault record. Use this window to view all the
entities that are linked to the selected faultand to see if
those entities are associated with an SLA contract. This is
a display only window that displays the category and
identifier associated with the link.
See Viewing Fault Links on page 116 for more
information about fault links.
Export to File Exports data in the current view to a file.
Button Use to
Table 42. Search section buttons (sheet 2 of 2)
FAULTS I NBOX
Faults Inbox Window
108
Fields
The fields in the Display area are:
Field Description
Number The unique fault identification number. Click the button
at the top of the column to sort the displayed records by
that field.
Priority The priority of the fault. Click the button at the top of the
column to sort the displayed records by that field.
Reported Date The date the fault was reported. Click the button at the
top of the column to sort the displayed records by that
field.
Work Group The name of the work group that is currently assigned to
the fault. Click the button at the top of the column to sort
the displayed records by that field.
Employee The employee assigned to the fault.
Customer Name The name of the customer who reported the fault.
Customer Type The customer category, e.g. carrier.
Circuit Name The name of the circuit with the fault.
Status Current fault status, e.g. Open or Acknowledged. These
values are set up as reference data.
Fault Type Type of the fault.
Outage Time
(Hrs:Mins)
The length of time in hours and minutes that the fault has
remained open.
Description Decsription of the fault.
Cause The aause for a fault, for example, equipment failure,
planned outage, and so on.
Table 43. Display area fields (sheet 1 of 2)
FAULTS I NBOX
Faults Inbox Window
109
Note
The order and width of the fields or columns described above can be
changed using the Product Feature Parameter FM:00702. This feature is
enabled by default. Each parameter holds the configuration for a
particular field/column and the corresponding labels control the width
and the order in which the columns appear. To change the display
position or size of any field/column, navigate to the parameter
representing that field/column and edit the values in the the
RelativePosition and Width labels.
Colour Coded Display
The colour codes for all open faults is determined based on the time difference
between the current system date/time and the fault reported time. It is converted
Impact Severity level indicating the impact of a fault on the
customer and their services,
Relation Indicates whether a fault is a parent or child. Click the
button at the top of the column to saort the dislayed
records by that field.
Entered By Name of the person who reported the fault.
Entered Work
Group
The work group that has been assigned the fault.
Reassigned By The work group that last reassigned the fault to another
work group.
Reassigned Work
Group
The work group that has been assigned the fault can
reassign it to another work group. This field displays the
reassignment.
Field Description
Table 43. Display area fields (sheet 2 of 2)
FAULTS I NBOX
Faults Inbox Window
110
into minutes. The colour displayed varies for different durations and is controlled
by application variables set up as indicated in the example below:
Figure 44. Colour Codes for Open Faults
For example, if the time elapsed (difference between the current and the fault
reported time) is 1 minute, the display will be in Orange, and if it is 720 minutes,
the display will be in Red. See screenshot below:
Figure 45. Example of the Colour Coded Display
If it falls between the value set for Application Variable 1 and Application Variable
2, then the colour used will be based on the rule given in the table below:
FAULTS I NBOX
Faults Inbox Window
111
Application Variable
From Application Variable To Colour
TIME_ELAPSED_IN_GR
AY
TIME_ELAPSED_IN_LIGHT
PINK
Gray
TIME_ELAPSED_IN_LIG
HTPINK
TIME_ELAPSED_IN_YELLO
W
Light pink
TIME_ELAPSED_IN_YEL
LOW
TIME_ELAPSED_IN_ORAN
GE
Yellow
TIME_ELAPSED_IN_OR
ANGE
TIME_ELAPSED_IN_BLUE Orange
TIME_ELAPSED_IN_BLU
E
TIME_ELAPSED_IN_RED Light blue
TIME_ELAPSED_IN_RED Red
Table 44. Rules for Colour Coded Display
FAULTS I NBOX
Features of the Faults Inbox
112
Features of the Faults Inbox
The features of the Faults Inbox window are:
Feature See
Opening the Faults Inbox window page 102
Querying fault work flow page 113
Opening fault detail records from work flow page 115
Viewing fault links page 116
FAULTS I NBOX
Querying Fault Workflow
113
Querying Fault Workflow
This section describes how to query the fault workflow for a selected work group,
customer and filters.
Note
The filters and fields you specify in the search section determine the results
displayed. The fields and filters can be used together, individually or in
any combination.
To query fault workflow
1 Open the Faults Inbox window.
See Faults Inbox Window on page 102 for more information about opening
the Faults Inbox window.
2 In the Assigned Work Group field, use the List of Values to select a work
group.
3 In the Customer Type field, use the List of Values to select a customer type.
4 Select any filters you want to use for the search.
See the hints below.
5 Click the Set button.
Any matching records are displayed in the results table.
6 Use the scroll bar to select the record you want to view.
7 Repeat steps 1-6 for each new search.
Hint
Use the Customer Type field to display only faults that are linked to a
specified customer type. If you do not enter a customer type, all customer
types are queried.
Use the Work Group field to display only faults that are linked to a
specified work group. If you do not enter a work group, all work groups
are queried.
Select the your work group created and assigned check box to view
only the faults that have been created and assigned by members of your
work group.
Select the you Acknowledged check box to view only the faults that you
have acknowledged.
Select the fall within your Account check box to view only the faults that
fall within your account. You must be an Account Manager user to use this
filter.
FAULTS I NBOX
Querying Fault Workflow
114
Hint
Records are sorted by Reported Date. Click on a field button to change
the sort order.
Use the Timer in Minutes field to determine how often the Faults Inbox
window queries the database.
Click the Save Filter button to save the values you select in the Search
area of the window. The selected search criteria will then remain the same
until it is changed.
You can double-click a selected fault record to display detailed
information in the Fault Edit window, then click the Trouble Ticket, View
buttons to view all the connected trouble tickets.
FAULTS I NBOX
Opening Fault Detail Records from Workflow
115
Opening Fault Detail Records from Workflow
This procedure describes how you can select a record in the Faults Inbox window
and view it in the Fault Edit Module window.
Note
You can only edit faults that belong to your work group.
To open a Fault Work Flow record in the Fault Edit Module
window
1 Query a record in the Faults Inbox window.
See Querying Fault Workflow on page 113 for more information about
querying faults work flow records.
2 Double-click the fault record that you want toview.
The Fault Edit Module window with the selected fault record is displayed.
Figure 46. The Fault Edit Module window
FAULTS I NBOX
Viewing Fault Links
116
Viewing Fault Links
This procedure describes how to view the entities that are linked to a fault.
To view fault links from the Faults Workflow window
1 Query a record in the Faults Inbox window.
See Querying Fault Workflow on page 113 for more information about
querying faults work flow records.
2 Select the fault record you want by clicking in any field for that fault. The
Fault Edit Module window is displayed.
3 Click the Fault Edit Module/Links tab.
4 If the link is associated with an SLA contract, the SLA Contract box is checked.
To view details of the associated contract:
Select the link and then click the Launch SLA button.
The Clarity SLA Manager is opened in the context of the contract
associated with the selected link. Refer to the Clarity SLA Manager User
Manual for more information about SLA contract monitoring.
Figure 47. The Fault Edit Module/Links tab
Link Category
The table below shows the information that is displayed for each Link Category.
Link Category
Information in the Category
Identifier field
Access Connections If a fault is linked to a acess
connection, the name of the access
connection is displayed.
Table 45. Link Category Information.
FAULTS I NBOX
Viewing Fault Links
117
Access Topology If a fault is linked to a acess topology,
the name of the access topology is
displayed.
Alarms If a fault is linked to alarms, the APM
ID from the Alarm Module window is
displayed.
Cable Core If a fault is linked to a cable core, the
cable core number is displayed.
Cable Sheath If a fault is linked to a cable core, the
cable sheath name is displayed.
Card If a fault is linked to a card, the
equipment ID and card slot is
displayed.
Circuits If a fault is linked to circuits, a circuit
name is displayed.
Customer If a fault is linked to a customer, the
customer abbreviation is displayed.
Frame Appearance If a fault is linked to a frame
appearance, the frame appearance
details are displayed.
Frame Container If a fault is linked to a frame container,
the frame container details are
displayed.
Frame Unit If a fault is linked to a frame unit, the
frame unit details are displayed.
Generic Object If a fault is linked to a generic object,
the generic object details are
displayed.
Link Category
Information in the Category
Identifier field
Table 45. Link Category Information.
FAULTS I NBOX
Viewing Fault Links
118
Infrastructure Connection If a fault is linked to a infrastructure
connection, the infrastructure
connection details are displayed.
Infrastructure Topology If a fault is linked to a infrastructure
topology, the infrastructure topology
details are displayed.
Location If a fault is linked to a location, the
location name is displayed.
Network Element If a fault is linked to a Network
Element, the NE is displayed.
Port If a fault is linked to a port, the port ID
is displayed.
Basic Service If a fault is linked to a basic service, a
CLI is displayed.
Link Category
Information in the Category
Identifier field
Table 45. Link Category Information.
119
CHA P T E R 5
Parent Child Faults
This section describes the Parent and Child Faults window in the Ticket
Manager module of the Clarity Assurance Suite. This window is used to view
related faults.
PARENT CHI LD FAULTS
Parent and Child Faults Window
120
Parent and Child Faults Window
Use this window to view related faults. Faults are related using the Fault Links tab
available from the Fault Edit Module window. A parent fault can only be an
Equipment or Alarm fault.
To open the Parent and Child Faults window
From the Assurance menu, select Fault Manager, click Inbox and
then click Fault Hierarchy.
The Parent and Child Faults window is displayed.
Figure 51. The Parent and Child Faults window
The sections of the Fault Edit Module window are shown below.
Section See
Parent Faults page 121
Child Faults page 122
PARENT CHI LD FAULTS
Parent and Child Faults Window
121
Parent Faults
Use the Parent Faults section to view the parent faults.
Figure 52. Parent Faults section in the Parent and Child Faults window
Fields
The fields in the Parent Faults section are:
Field Description
Number Unique fault identification number.
Reported Date That date that the fault was reported.
Priority Priority of the fault and associated actions.
Impact Impact of the fault on the network.
Work Group Name of the work group that the fault has been
allocated to.
Customer Name The name of the customer.
Type Type of fault.
Description A brief description of the fault.
Table 51. Parent Faults section fields
PARENT CHI LD FAULTS
Parent and Child Faults Window
122
Child Faults
Use the Child Faults section to view the child faults of the selected parent fault.
Figure 53. Child Faults section in the Parent and Child Faults window
Fields
The fields in the Child Faults section are:
Note
Please refer To create a parent fault on page 157, for more details on
creating a parent child relationship for a already created fault via the
Fault Edit Module window.
Field Description
Number Unique fault identification number.
Reported Date That date that the fault was reported.
Priority Priority of the fault and associated actions.
Impact Impact of the fault on the network.
Work Group Name of the work group that the fault has been
allocated to.
Customer Name The names of the customer.
Type Type of fault.
Description A brief description of the fault.
Table 52. Child Faults section fields
123
CHA P T E R 6
Trouble Ticket Workflow
This section describes how to open and use the Trouble Ticket Work Flow
Management window in the Ticket Manager module of the Clarity Assurance
Suite.
TROUBLE TI CKET WORKFLOW
Trouble Tickets Work Flow Window
124
Trouble Tickets Work Flow Window
Use the Trouble Ticket Work Flow Management window to view current
trouble ticket workflow details.
To open the Trouble Tickets Work Flow Management window
From the Assurance menu, select Fault Manager, click Inbox and
then click Trouble Tickets.
The Trouble Tickets Work Flow Management window is displayed.
Figure 61. Trouble Tickets Work Flow Management window
The sections of the Trouble Tickets Work Flow Management window:
Section See
Search page 125
Display page 126
TROUBLE TI CKET WORKFLOW
Trouble Tickets Work Flow Window
125
Search
Use the Search section to specify the work group that you want to use for the
search.
Note
Work groups are set up using options in the Contacts menu. See Getting
Started with Clarity OSS for more information.
Figure 62. Search section in the Trouble Tickets Work Flow window
Fields
The fields in the Search section are:
Field Description
Choose the Work
Group
This is the name of the work group that is used for the
search. Use the LOV button to view and select valid
locations. If this field is left blank, all work groups are
queried.
Created By This is the Oracle user ID of the person who created the
Trouble Ticket.
Timer in Minutes This determines how often the window re-queries the
database. It is measured in minutes.
Check to display
only Closed
Trouble Tickets
Use this filter to display closed Trouble Tickets.
Table 61. Search section fields
TROUBLE TI CKET WORKFLOW
Trouble Tickets Work Flow Window
126
Button
The button in the Search section is:
Display
Use the Display section to view the search results.
Note
You can change the display order by clicking on a button at the top of a
column. Clicking the button twice will change the order from ascending
to descending.
Figure 63. Display section in the Trouble Tickets Work Flow window
Button Use to
Set Use the Set button to set the search conditions and
determine how often the database is queried.
Table 62. Search section button
TROUBLE TI CKET WORKFLOW
Trouble Tickets Work Flow Window
127
Fields
The fields in the Display section are:
Note
You can display a selected trouble ticket work flow record in the Trouble
Tickets window. This function is performed by double-clicking any of the
fields in the Display section of the window.
Field Description
Number Unique trouble ticket identification number.
Fault Number that identifies a fault in relation to a trouble
ticket.
Description Description of the trouble ticket.
Status The status of the fault
Created On The date the trouble ticket record was created.
Created By The name of the work group that created the trouble
ticket record.
Table 63. Display section fields
TROUBLE TI CKET WORKFLOW
Features of the Trouble Tickets Work Flow Management Window
128
Features of the Trouble Tickets Work Flow Management
Window
The features of the Trouble Tickets Work Flow Management window are:
Feature See
Opening the Trouble Ticket Work Flow
window
page 124
Querying trouble ticket work flow page 129
Opening trouble tickets from work flow page 130
TROUBLE TI CKET WORKFLOW
Querying Trouble Ticket Work Flow
129
Querying Trouble Ticket Work Flow
This section describes how to query trouble ticket work flow for a selected work
group.
Note
The Choose the Work Group, Created By and Timer in Minutes fields
are the only fields in the window where values can be entered.
To query trouble ticket work flow
1 Open the Trouble Tickets Work Flow Management window.
See Trouble Tickets Work Flow Window on page 124 for more information
about.
2 In the Choose the Work Group field, use LOV to select a work group.
3 Click the Set button.
Any matching records are displayed in the results table.
4 Use the scroll bar to select the record you want to view.
5 Repeat steps 1-4 for each new search.
Note
Records are sorted by Creation Date starting from the most current date.
Hint
If you do not enter a work group as search criteria, all work groups are
queried.
You can double- click a selected trouble ticket record to display detailed
information in the Trouble Tickets window.
Use the Timer in Minutes field to determine how often the Trouble
Ticket Work Flow Management window queries the database.
TROUBLE TI CKET WORKFLOW
Opening Trouble Tickets from Work Flow
130
Opening Trouble Tickets from Work Flow
This section describes how you can select a record in the Trouble Tickets
Workflow Management window and view it in the Trouble Tickets window.
To open a Trouble Ticket Workflow record in the Fault Edit Module
window
1 Query a trouble ticket work flow record.
See Querying Trouble Ticket Work Flow on page 129 for more information
about querying trouble ticket work flow records.
2 Double-click the trouble ticket record you want to display.
The Trouble Tickets window is displayed with the selected record.
131
CHA P T E R 7
Editing Faults
This section shows you how to use the Fault Edit Module window to create and
edit faults in the Clarity system.
EDI TI NG FAULTS
Fault Edit Module window
132
Fault Edit Module window
Use the Fault Edit Module window to create, view and edit faults in the Clarity
Fault Manager module.
To open the Fault Edit Module window
From the Assurance menu, select Fault Manager and then click
Fault Maintenance.
The Fault Edit Module window is displayed.
Figure 71. The Fault Edit Module window
The sections of the Fault Edit Module window are:
Areas/Tabs See
Fault Details page 133
Comments tab page 139
Links tab page 140
EDI TI NG FAULTS
Fault Edit Module window
133
Fault Details area
Use this section to specify the fault details.
Note
Mandatory fields in this window are blue.
Figure 72. The Fault Edit Module window - Fault Details area.
Alias tab page 144
Attributes tab page 145
Status tab page 146
Timings tab page 147
Work Orders tab page 148
Trouble Tickets tab page 150
Workflows tab page 152
Areas/Tabs See
EDI TI NG FAULTS
Fault Edit Module window
134
Fields
The fields in the Fault Details area are:
Field Description
Status The status of the fault, e.g. Open, Acknowledged. When
the user acknowledges, clears, or confirms a fault
record, the Status field is automatically updated to
display the new status.
Outage This is a non-database calculated field. Display format of
this field is hours:minutes. The formula for calculation is
as follows:
Outage time = Total outage - No.of exclusion days -
total waiting period.
where:
Total outage = Current date/time - Reported date/time
for open faults
or
Total outage = Cleared date/time - Reported date/time
for cleared faults
No.of Exclusion days = Derived from the Calendar
Entry View
Total waiting period = waiting end time - waiting start
time
If the Wait Start Time or the Wait End Time fall within the
exclusion period specified in the Calendar Entry View, the
corresponding values will be ignored from the outage
calculation. If the waiting period of any status has only
started and waiting end time is null then the system date
will replace it in the formula. If no status is parked then
total waiting period will be zero.
Number The unique identifier of the fault. This number is
automatically generated by the Clarity system when you
save a new fault record.
Table 71. The Fault Details area fields (sheet 1 of 4)
EDI TI NG FAULTS
Fault Edit Module window
135
Parent Fault
Number
If this fault is related to a parent fault, the parent fault
number is displayed.
Note: If the Product Feature FM:01562 is enabled, and if
a PARENT is not specified, the user can add a
PARENT Fault Number and thereby create a CHILD
for the specified parent.
Relation The relationship of the current fault. If this fault is a
parent, PARENT is displayed. If this fault is a child to a
parent fault, CHILD is displayed. If the fault has no
relationship with other faults, this field is blank.
Reported By Name of the person that reported the fault. (Mandatory)
On The date and time that the fault was reported. When you
tab to this field it is automatically populated with the
system date and time. (Mandatory)
Contact Additional contact details for the person reporting the
fault.
Priority Priority of the fault and associated actions. Use LOV to
select a value. (Mandatory)
Work Group Name of the work group that the fault has been
allocated to. Use LOV to select a value. (Mandatory).
Employee Employee who has been assigned the fault.
Cause The identified cause of the fault. Use LOV to select a
value. (Mandatory)
Fault Type The fault type. Used to determine what kind of fault AMS,
the service desk or the user has selected. (Mandatory)
Description A brief description of the fault. (Mandatory)
Acknowledged By Name of the person that acknowledged the fault. This
field is completed by default, if and when the next (On)
field is populated.
On The date and time that the fault was acknowledged.
Field Description
Table 71. The Fault Details area fields (sheet 2 of 4)
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Entity The main entity involved in the fault, e.g. Circuits. Use
LOV to select a value.
Impact The impact of the fault on the network. Use LOV to select
a value.
Region The geographical region in which the fault originated.
Category The name of the fault category, e.g. CB for Cable Facility.
Use LOV to select a category.
Values for this field are set up in the Fault Category
reference window. Fault Category on page 223 for more
information about this window.
Sub-Category The name of the fault sub-category, if the category has
sub-categories. Use LOV to select a sub-category.
Values for this field are set up in the Fault Category
reference window. Fault Category on page 223 for more
information about this window.
Cleared By Name of the person that cleared the fault. This field is
completed by default, if and when the next (On) field is
populated.
On The date and time that the fault was cleared.
Confirmed By Name of the person that confirmed the fault.
Note: When the fault is confirmed, an entry in the Fault
Comments section is automatically generated.
On The date and time that the fault was confirmed.
Entered By Name of the person that last created the record. This is a
read-only field that is completed by default. It cannot be
changed.
On Date and time the fault was entered in the Fault Edit
Module window. This field is completed by default. It
cannot be changed.
Field Description
Table 71. The Fault Details area fields (sheet 3 of 4)
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Work Group Name of the work group that contains the employee that
created the record. This is a read-only field that is
completed by default. It cannot be changed.
Reassigned By Name of the person that reassigned the fault to a new
work group. This is a read-only field and is completed by
default when the fault is reassigned.
On Date and time that the fault was reassigned to a new
work group. This is a read-only field that is completed by
default when the fault is reassigned.
Work Group The work group of the user that reassigned the fault. This
is a read-only field that is completed by default when the
fault is reassigned.
Clearance Code Australian Communications Industry Forum (ACIF)
designed fault clearance protocol. This field is made up
of five parts:
Location
Network 1
Network 2
Action
Cause.
Clearance codes are maintained in the Fault Clearance
Code reference window.
Field Description
Table 71. The Fault Details area fields (sheet 4 of 4)
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Buttons
The buttons in the Fault Details area are:
Button Use to
Show Relation If a value of PARENT or CHILD is displayed in the
Relation field, this button displays the related faults. For
example, if the current fault is a PARENT, clicking the
Show Relations button displays the first child fault in the
Fault Edit Module window. If the current fault is a
CHILD, clicking the Show Relations button displays the
parent fault in the Fault Edit Module window.
Print this Fault Prints the fault details report for the displayed fault.
Attach and View
File
Open the File Attachments window where you link
related files to the fault. See Getting Started with Clarity
OSS for more information on creating and deleting links
to external files.
View Job Ticket View the details of any job ticket linked to the fault.
Send SMS Click to open the Fault SMS window, where you can
specify the details of the fault and send a SMS to the work
group assigned to handle the fault.
Invoke Workflow Trigger a Fault Workflow to deal with the fault related
scenario. Visible only when Product Feature FM:01021
has been enabled.
Table 72. Fault Details area buttons
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Comments Tab
Use the Fault Edit Module/Comments tab to enter comments for the displayed
fault record.
Figure 73. The Fault Edit Module/Comments tab window
Fields
The fields in the Fault Edit Module/Comments tab are:
Field Description
Line The sequence number of the comment. This field is
automatically populated when you add a new comment.
Entered By Name of the user that entered the comments. This field is
automatically populated when you add a new comment
Entered The date and time that the comment was entered. This
field is automatically populated when you add a new
comment. Format is dd-mmm-yyyy hh:mm:ss.
Text The comment. This is a free text field.
Table 73. The Fault Edit Module/Comments tab - fields
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Button
The button in the Fault Edit Module/Comments tab is:
Links Tab
Use the Fault Edit Module/Links tab to view the details of the circuit affected by the
fault. It can also be used to view the status of the SLA contract or the impact on the
entity affected by the fault.
Viewing and Establishing Fault Links on page 168 for more information about
working with fault links.
Figure 74. The Fault Edit Module/Links window
Button Use to
All Comments Display all of the comments for the fault in the View all
Fault Comments window.
Table 74. The Fault Edit Module/Comments tab - button
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Fields
The fields in the Fault Edit Module/Links tab are:
Field Description
Link Category Entity link category. Select one of the following from the
drop-down list:
Access Connections
Access Topology
Alarm
Cable Core
Cable Sheath
Card
Circuits
Cloud
Customer
Frame Appearance
Frame Container
Frame Unit
Generic Object
Infrastructure Connection
Infrastructure Topology
Location
Network Element
Port
Rings
Services.
Category Identifier Primary unique identifier of the specific instance of the
link category. Use the List of Values to select the required
identifier.
Category Identifier
Description
Automatically populated with the description of the
category. Click the button to the right of this field to open
the Editor window and view the description in full.
Customer The customer abbreviation for the category identifier.
SLA Contract If the box is checked, the customer has an SLA (service
level agreement).
Table 75. The Fault Edit Module/ Links tab - fields
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Buttons
The buttons in the Fault Edit Module/Links tab are:
Impact Calculates the impacted circuit, customer and service
group for faults linked to network elements, circuits,
cards or alarms.
Note: When you display the Impacts window for a
parent fault, the Chosen option is checked for all
children of that fault. You cannot update the
Chosen options. To select the entities for creation
of child faults, check the Select options.
Button Use to ...
Create Job Ticket Opens up options to define attributes for and create a
job ticket to fix the impacted network object.
View Job ticket Opens the Job Tickets Reference window to display the
details of any job ticket that may have been created for
the impacted object.
Launch Test Results Opens the Test Result window.
Use this window to view all the tests performed to identify
and resolve the selected fault. See the Test Manager User
Manual for more information.
Alternate Names Open the Alternate Names window.
Use this window to view the alternate names for the
selected circuit record.
Table 76. The Fault Edit Module/Links tab- buttons
Field Description
Table 75. The Fault Edit Module/ Links tab - fields
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Launch SLA Click this button to see if the selected link is associated
with an SLA contract and to view the impact of a fault on
a contract.
If there is an associated contract, the SLA Manager is
opened at the Monitoring page. This page enables you
to view the details and status of the contract for the
selected link.
If the selected link is not associated with a contract, SLA
Manager is not opened and a message is displayed
confirming that the link does not have an SLA contract
object.
Contacts Displays the contact details of the customer in the
Contact Details window.
Find Fault Relation Allows the user to establish parent-child relationship
between faults. This button can only be used if the
category identifier is either a Circuit or a Service.
Impact Analysis Click this button to open the Link Impact window and
analyse the impact. This button is available for link type
such as:
CIRCUITS,PORTS, CARDS, EQUIPMENT, CABLE_CORES,
CABLE_SHEATHS, etc.
Button Use to ...
Table 76. The Fault Edit Module/Links tab- buttons
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Fault Edit Module window
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Alias Tab
Use the Fault Edit Module/Alias tab to give the fault an alias, i.e. an external
identifier used by another system. The alias maps an external system identifier for
a fault ticket to the Clarity OSS fault ticket identifier. It is used when there is a one-
to-one mapping between fault tickets.
Figure 75. The Fault Edit Module/Alias tab window
Fields
The fields in the Fault Edit Module/Alias tab are:
Field Description
Alias The name of the alias.
Domain The domain of the alias.
Table 77. The Fault Edit Module/Alias tab fields
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Attributes Tab
Use the Fault Edit Module/Attributes tab to view or load the attributes associated
with a fault. Any number of attributes can be stored against a fault. Some
examples of fault attributes are Appointment Date with the Customer, Disputed
Amount or Call Count.
Figure 76. The Fault Edit Module/Attributes tab.
Fields
The fields in the Fault Edit Module/Attributes tab are:
Field Description
Name The name of the fault attribute.
Value The attributes value.
Optionality Value can be None or Close.
Close indicates that a fault attribute value must be
entered before the fault is cleared.
None indicates that it is not mandatory to enter a fault
attribute value.
Data Type The type of data that must be entered in the Value field.
This is set up in the Fault Timings reference window.
Table 78. The Fault Edit Module/Attributes tab - fields
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Buttons
The buttons in the Fault Edit Module/Attributes tab are:
Status Tab
Use the Fault Edit Module/Status tab to view or update the status of the fault.
Figure 77. The Fault Edit Module/Status tab window
Button Use to ...
Counter Clicking this button will add a Call Count attribute to the
Attributes list. Click the Counter button again to
increment the call count value by 1. You will be asked to
confirm the increment.
Load Attribute Launches the Fault Attribute Template LOV window
displaying all the fault attribute templates configured by
the user. Each template has a set of fault attributes
defined against it. This screen allows the user to select a
fault attribute template and load all the associated fault
attributes under the Attributes tab in the Fault Edit
Module window. Creating Fault Records on page 156 for
more information.
Table 79. The Fault Edit Module/Attributes tab - buttons
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Fault Edit Module window
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Fields
The fields in the Fault Edit Module/Status tab are:
Timings Tab
Use the Fault Edit Module/Timings tab to record additional timings associated
with clearing faults raised from alarms, for example timing customer
appointments.
Figure 78. The Fault Edit Module/Timings tab window
Field Description
Start Time The date and time the fault entered this state. Double-
click this field to enter time details in the correct format.
Status Code indicating a particular state.
End Time The time the fault left this state. Double click this field to
enter time details in the correct format.
Comments Free text area for comments.
Wait Start time The date and time for the wait start.
Wait End time The date and time for the wait end.
Table 710. The Fault Edit Module/Status tab - fields
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Fields
The fields in the Fault Edit Module/Timings tab are:
Work Orders Tab
Use the Fault Edit Module/Work Orders tab to view the faults existing work
orders or create a new work order to organize further work on this fault.
Figure 79. The Fault Edit Module/Work Orders tab.
Field Description
Abbreviation Abbreviation of the fault timing code. Users can define
their own timing codes.
Start Time The start time of the event or task.
End Time The end time of the event or task
Comment Comments by the person recording the timings.
Created By Employee recording the time.
Created Date when the time was recorded.
Table 711. The Fault Edit Module/Timings tab - fields
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Fields
The fields in the Fault Edit Module/Work Orders tab are:
Button
The button in the Fault Edit Module/Work Orders tab is:
Field Description
Number The faults work order number.
Type The type of work order, e.g. Create.
Due date The date the work order is to be completed.
Status The status of the work order, e.g. Assigned.
Description A description of the work order.
Table 712. The Fault Edit Module/Work Orders tab - fields
Button Use to ...
Create Work
Orders
Create a work order to organize further work on this
fault. A confirmation message will display the new work
order number created.
Table 713. The Fault Edit Module/Work Orders tab - buttons
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Trouble Ticket Tab
Use the Fault Edit Module/Trouble Tickets tab to view any trouble tickets related
to the fault or create a new trouble ticket for the fault.
Figure 710. The Fault Edit Module/Trouble Tickets tab window
Fields
The fields in the Fault Edit Module/Trouble Tickets tab are:
Field Description
Number The trouble tickets number.
Work Group The work group assigned the trouble ticket.
Cause Identifying code associated with the cause of the fault.
Activity Identifying code associated with the repair activity.
Object Parts Identifying code associated with the network element part
that was damaged.
Damage Identifying code associated with a description of the
damage.
Description A description of the trouble ticket.
Table 714. The Fault Edit Module/Trouble Tickets tab - fields
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Buttons
The button in the Fault Edit Module/Trouble Tickets tab is:
Button Use to ...
Create Trouble
Tickets
Create a trouble ticket for this fault using the Trouble
Tickets window. Trouble Tickets Window on page 188 for
more information.
Table 715. The Fault Edit Module/Trouble Tickets tab - buttons
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Workflows tab
Fault workflows can be invoked to resolve a particular fault scenario from the
Fault Edit module. While the workflow is configured in the Service Manager
module, the status of the workflow and the associated tasks can be viewed using
the Workflows tab in the Fault Edit Module window.
Note
This tab is only visible if the Product Feature FM:01021 is enabled.
Figure 711. The Fault Edit Module/Workflows tab window.
Fields
The fields in the Fault Edit Module/Workflows tab are:
Field Description
Workflows
Workflow Id The unique id that identifies the workflow. Same as the
Service Order Id. Double-click on this field to open the
Service Orders form in the context of the workflow.
Status Status of the workflow. Same as the Service Order Status.
Order Type Order type initiated by the workflow (i.e., SO Order Type)
Service Type The type of service for which the workflow is being
initiated.
Tasks
Table 716. The Fault Edit Module/Workflows tab - fields (sheet 1 of 2)
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For more information on Fault Workflows, see Fault Workflows on page 180.
Task Name The workflow task.
Work Group The workgroup that has been assigned the task.
Status Status of the task.
Actual Start Date The date on which work on the task commenced.
Actual End Date The date on which work on the task is completed.
Field Description
Table 716. The Fault Edit Module/Workflows tab - fields (sheet 2 of 2)
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Features of the Fault Edit Module window
154
Features of the Fault Edit Module window
The features of the Fault Edit Module window are:
Feature See
Opening the Fault Edit Module window page 132
Querying faults page 155
Creating faults page 156
Adding fault comments page 157
Modifying faults page 160
Closing faults page 161
Viewing trouble tickets page 164
Creating trouble tickets for faults page 165
Viewing and assigning fault status page 167
Viewing and establishing fault links page 168
Viewing parent faults page 172
Creating child faults page 174
Viewing customer contact details page 178
Viewing all fault comments page 179
Fault Workflows page 180
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Querying Faults
155
Querying Faults
To query a fault record
1 Open the Fault Edit Module window.
Fault Edit Module window on page 132 for more information about opening
the Fault Edit Module window.
2 Click the Query button.
The window is now in query mode.
3 Enter your search criteria.
See the hint below.
4 Click the Query button.
All matching fault records are displayed.
5 Use the scroll bar to view the records.
6 Repeat steps 1-5 for each new search.
Hint
You can enter search criteria in any field in the Fault Edit Module
window. If no search criteria is used to narrow the search, all fault
records are retrieved from the database.
Make sure that you are in query mode before entering your search
criteria. This can be checked by looking at the hint text at the bottom of
the window.
Use the Exit button in the toolbar to cancel query mode.
Note
Employees can query/edit/close/confirm/reassign all faults that are
assigned to the work group that they belong to. In addition, the employee
logged in will also be able to query and view faults that are assigned to
the work groups configured in the Visible Work Groups area for that
particular employee in the Employees window.
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Creating Fault Records
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Creating Fault Records
You can include the following types of records in the Fault Edit Module window:
details of a fault
fault comments
fault attributes
fault links
fault aliases
fault status
fault timing
fault work orders
trouble tickets
fault workflows
Fault Details
A fault detail record is made up of the fields in the Fault Details area of the Fault
Edit Module window.
To insert a fault detail record
1 Open the Fault Edit Module window.
Fault Edit Module window on page 132 for more information about opening
the Fault Edit Module window.
2 Enter the mandatory fields in the Fault Details area.
Fault Details area on page 133 for more information.
3 Click the Save button.
The fault record is created and saved to the database.
Hint
The Entered By, On, and Work Group fields at the bottom of the Fault
Details area are completed by default. They are read only fields.
The procedure described above uses the mandatory fields needed to
create a fault record. Use the remaining fields in the Fault Edit Module
window to provide additional fault details.
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To create a parent fault
Prerequisites:
Product Feature FM:01562 must be enabled.
The user must be in the same work group as the edited fault.
The edited fault should not be specified as a PARENT (Relation field).
The edited fault should not be a CHILD of a already specified parent
(Relation field).
The specified PARENT Fault Number should not be same as the edited
fault number.
1 Specify all the mandatory fields as described in: To insert a fault detail record
on page 156, or query for the fault number that you need to create the
parent child relationship.
2 Enter the required PARENT fault number in the Parent Fault Number field.
Note
You need to manually enter the fault number on this field as there is
no List of Values available.
3 Save the record.
4 To view the parent fault details; double click the Parent Fault Number field.
The Parent Fault Details information window is displayed.
Figure 712. The Parent Fault Details informtaion window.
Fault Comments
A fault comments record is made up of the fields in the Comments area of the
Fault Edit Module window.
To insert a fault comments record
1 Query a fault.
Querying Faults on page 155 for more information about querying faults.
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2 Click in an empty Line field in the Comments area.
The Entered and Entered by fields are automatically populated.
3 In the Text field, type your comments.
4 Click the Save button on the toolbar.
The fault record is saved to the database.
Note
Once a fault comment record has been saved to the database, the Text
field cannot be modified.
Fault Attributes
Fault Attributes provide additional information about a fault and allow users to
record necessary information for a particular fault. Fault Attributes are defined in
the Fault Attribute List window and associated with templates in the Fault
Attribute Templates window. Some fault attributes require the user to specify a
value when managing the fault record.
To assign fault attributes to a fault record
1 In the Fault Edit Module window, create a new fault record and click on the
Attributes tab.
2 Click on the Load Attribute button to launch the Fault Attribute Template
LOV window that will display all the Fault Attribute templates created by the
user.
Figure 713. The Fault Attribute Template LOV window
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Creating Fault Records
159
3 Select the template record and click on the Load Template button to load
the fault attributes associated with that template. Alternatively, you can
double-click on the template record to load the related attributes.
4 The attributes will be loaded under the Fault Attributes tab.
Figure 714. Fault attributes loaded
Note
It is recommended that users create a variety of templates for each fault
type and use only one template to load attributes for one fault.
However, in certain cases, users will be able to load attributes from more than
one template. The attributes that are common across templates are not
loaded twice. The display order of the attribute will be the display order as
configured in the first template that was used to load the attribute. If an
attribute is removed and re-loaded again, it will be displayed in the order
configured in the template instance that was used to load it again. If two
attributes loaded in the fault have the same display order they will be further
sorted by the attribute name.
Once the attributes are loaded, the user can delete any attribute that is optional
until the fault is closed. Note that in order to be able to delete optional attributes,
the following must have been configured:
Product feature FM:00741 must be enabled (by default it is disabled).
The parameter of this product feature allows the user to configure the
Oracle roles that will be able to delete optional attributes. Only user(s)
that have role(s) specified under this product feature will be able to
remove the non-optional attributes.
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Modifying Faults
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Modifying Faults
You can modify the fault details in the Fault Edit Module window.
Note
You can only modify records in the Fault Edit Module window if you
belong to the currently assigned work group.
You cannot modify fault detail records that have been confirmed or
closed.
To modify a fault record
1 Query a fault.
Querying Faults on page 155 for more information about querying faults.
2 Select the fault record and double-click on it to open the Fault Edit Module
window. Edit the fields that you want to modify.
Fault Edit Module window on page 132 for more information about these
fields.
3 Click the Save button on the toolbar.
Your changes are saved to the database.
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Closure and Confirmation of Faults
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Closure and Confirmation of Faults
This section describes the steps required to close and confirm fault records in the
Fault Edit Module window. This includes the following instructions:
closing fault records
confirming fault records
Closing Fault Records
This instruction describes how to close or clear open fault records.
Note
To clear an open fault, you must ensure that the end time field in the
Fault Status window is completed.
To close a fault record
1 Query a fault.
Querying Faults on page 155 for more information about querying faults.
2 Select the open fault record that you want to close. Double-click on the
record to open the Fault Edit Module window.
3 Click the Status tab.
4 Click on End Time field and enter the end time date.
5 Click the Save button.
6 In the Cleared By/On fields, enter the required data.
7 Click the Save button.
The fault record is now closed.
Note
When the user attempts to clear a parent fault that has associated non-
cleared child fault(s), the system will display two messages prompting the
user to confirm if the child faults must be cleared as well. If the user
confirms the same, the system will automatically clear all the child faults
and update their status accordingly. However, if the user does not select
this option, then the child faults will have to be manually cleared. It must
be noted that the parent fault cannot be cleared if the child fault is still
open.
When fault cleared date is set and the fault is reassigned to other workgroup,
the status of the fault will stay as Cleared. The same will apply if the fault is
subsequently acknowledged.
When cleared date is set and user selects custom fault status then the fault
status will be set to the selected custom status. When user closes the custom
status the fault status will revert back to cleared.
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Hint
You must ensure that the date you enter in the latest End Time field of the
Status window is less than the Cleared By date in the Fault Edit Module
window. Unless this rule is applied the fault record will not be successfully
closed.
If an open fault record has not been allocated a status, the record can
be closed directly from the Fault Edit Module window by completing the
Cleared By date field.
If you try to clear a parent fault when a related child fault is locked by
another user, an alert message will appear saying Another user locked
a child record, please try after sometime. You can clear the parent as
well as the child faults when the other user releases the lock on the record.
Confirming Fault Records
This topic describes how to confirm a fault record. This procedure would logically
be used after you have checked with the affected customer that a selected fault
had been rectified.
Note
You can confirm an open fault record. However, once a fault has been
confirmed, the record is closed by default. This is an automatic system
function.
To confirm a fault record
1 Query a fault record.
Querying Faults on page 155 for more information about querying a fault.
2 Select the fault record that you want to confirm and double-click to open the
Fault Edit Module window.
The record status can be open or closed.
3 Click the Confirmed By field.
4 Enter your name.
5 Double-click the On field.
The current date and time is entered.
6 Click the Save button.
The record is now confirmed and changes saved to the database.
Note
The business rule that applies when clearing parent faults applies when
confirming the faults as well, i.e., when a parent fault is
cleared/confirmed and there are non-cleared/non-confirmed child
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Closure and Confirmation of Faults
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fault(s), instead of automatically clearing/confirming the child faults, the
system will display two yes/no messages prompting the user to confirm
the clearing/confirming of the child faults.
Note
If Product Feature FM:00941 is enabled, the alarm cleared time will be
stored as a fault attribute when a fault is confirmed. The name of the Fault
Attribute where Alarm Cleared Time will be stored is configured as the
parameter value for this product feature. The Attribute must be configured
in the Fault System and use a type of DATETIME.
Hint
The On field referred to in step five of this procedure is displayed to the
immediate right of the Confirmed By field. This reflects the tab order of
the Fault Edit Module window.
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Viewing Trouble Tickets
164
Viewing Trouble Tickets
This section describes how to view trouble tickets that have been generated for a
selected fault record. A trouble ticket is a record for a fault identified in the
network.
To view trouble tickets for a fault
1 Query a fault.
Querying Faults on page 155 for more information about querying a fault.
2 Select the fault record, and click the Trouble Tickets button. The Trouble
Tickets window opens in the context of the currently selected fault.
3 Use the scroll bar to select the record you want.
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Creating Trouble Tickets For Faults
165
Creating Trouble Tickets For Faults
This section describes how to create a trouble ticket for a selected fault record. A
trouble ticket is a record for a fault identified in the network.
To create a trouble ticket
1 Query a fault.
Querying Faults on page 155 for more information about querying a fault.
2 Select the fault record, and double-click to open the Fault Edit Module
window.
3 Click on the Trouble Tickets tab.
4 In the Trouble Tickets tab, click Create Trouble Tickets. The Trouble
Tickets window opens in the context of the currently selected fault.
Figure 715. The Trouble Tickets window
5 Click on the Description field and enter a brief trouble ticket description.
6 Complete any additional fields you want.
Trouble Tickets Window on page 188 for more information about these
fields.
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7 Click the Save button.
The trouble ticket is generated and saved to the database.
Hint
When you save a trouble ticket to the database, four fields are auto
populated. These fields are: Trouble Ticket Number, Fault Number,
Employee and Created.
If you enter a value in the Type field, the Location and Index fields are
auto populated based on the network element type you select.
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Viewing and Assigning Fault Status
167
Viewing and Assigning Fault Status
This section describes how to view and assign fault status for a selected fault
record. Fault status can be tracked using the Status tab.
Hint
The fault status must be entered in the chronological order.
You cannot modify or assign fault status for a fault record that has been
confirmed.
The End Time entered in the Status window must be before the Clear
Time for the selected fault record.
Viewing Fault Status
To view current fault status for a fault record
1 Query a fault record.
Querying Faults on page 155 for more information about querying a fault.
2 Open the fault in the Fault Edit Module window. Modifying Faults on page
160 for more information about editing fault records.
3 Click the Status tab.
The Status tab is displayed. Status Tab on page 146 for more information
about the fields in this tab.
Assigning Fault Status
To assign fault status to a fault record
1 Open a fault for editing. Modifying Faults on page 160 for more information
about editing fault records.
2 Click the Fault Status tab.
The Fault Status tab is displayed.
3 Click the Start Time field and enter the start date.
4 Click the Status field and enter the status you want.
Use LOV to enter a valid fault status.
5 Click the Save button.
The fault status is saved.
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Viewing and Establishing Fault Links
This section describes how to view and establish fault links for a selected fault
record. Fault links are tracked using the Links tab window.
Viewing Fault Links
This section describes how to view fault links for a fault record.
To view fault links for a fault record
1 Open a fault for editing. Modifying Faults on page 160 for more information
about editing fault records.
2 Click the Links tab.
The Links tab is displayed.
Figure 716. The Fault Edit Module/Links tab.
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Establishing Fault Links
This section describes how to establish a link between a fault record and another
entity. Links can be established with the following entities:
Access Connections
Access Topology
Alarms
Cable Cores
Cable Sheaths
Cards
Circuits
Cloud
Customers
Frame Appearance
Frame Container
Frame Unit
Generic Object
Infrastructure Connection
Infrastructure Topology
Location
Network Elements
Port
Rings
Services.
Note
A fault can have only one link if the link is established manually from the
Fault Edit Module window. Multiple links can however be generated
automatically from the Clarity Alarm Manager. See the Clarity Alarm
Management GUI User Manual for more information.
When a fault is linked to any entity, a comment is automatically generated
indicating the new link.
To establish links between a fault record and a selected entity
1 Open a fault for editing. Modifying Faults on page 160 for more information
about editing fault records. Click the Links tab.
2 In the Link Category field, select a link entity from the drop-down list.
3 In the Category Identifier field, use the list of Values to select a valid
category identifier.
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4 Click Save.
The fault link is saved to the database.
Note
You cannot add fault links to fault records that have been confirmed.
Once a fault record has been linked to a customer or basic service, the
link cannot be deleted or updated.
Once a fault has been linked to a customer or basic service the fault
record cannot be modified.
If a fault is linked to a circuit, double-click the circuit name to display the
Circuit Query window. The linked circuit is automatically displayed.
Product feature FM:00601 will determine if the user can close a fault that has
an alarm linked to it but which cannot be found in the database. This feature
is turned off by default. When the product feature is Off, the user will not be
able to clear the fault if the alarm state is not loaded in the database. A
message will be displayed informing the user that the attached alarm will
have to be cleared first. However, if the feature is turned On, the user will be
able to clear a fault even if the alarm state is not loaded in the database.
Linking Faults to Cable Core Selections
To link to Category Cable Core selections
1 Open the Fault Edit Module window.
2 Click the Links tab.
3 Select Cable Core, as the category, in the Link Category list.
4 Then select a valid cable sheath name in the Category Identifier field,
using the List of Values.
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5 The Link Cable Core Selection dialog box is displayed.
Figure 717. The Link Cable Core Selection dialog box
6 The selected cable sheath, along with its cables cores are displayed as in the
above figure. It is possible for you to select the required cable core or the
cable cores using the Select check box.
7 You can also use the Range Selection option, to select the core range which
you require to link. Enter the required values in the From and To fields, and
then click Select. If you wish to remove your selection, click Deselect.
Hint
The above option is useful when you have a huge number of cable cores
to select. Also if you wish to select all the cable cores, select the Select
All check box.
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8 After the selections are made, click Link Cable Cores, in order to link them to
the fault.
b
Creating Parent-Child Fault Relationships
This section describes how to create parent-child fault relationships between the
current fault and faults existing for other linked entities.
Field Description
Cable Sheath This includes the name of the cable sheath, the cable
type and the status based on the List of Values.
Number The number of an existing cable core block. This is
displayed as per the selection made for the Cable Sheath
field.
Type The type of the cable core.
Select If this check box is selected, the corresponding cable core
is selected.
Select All If this check box is selected, all the cable cores displayed
will be selected.
From Define first number of the cable core selection.
To Define the last number of the cable core selection.
Table 717. Field Descriptions for Link Cable Core Selection dialog box
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To create fault relationships
1 Under the Links tab, for any linked entity, click on the Find Fault Relation
button.
The Choose and Set Fault Relation window is launched displaying all the
faults that have the same fault link.
Figure 718. The Choose and Set Fault Relation window
2 Using the Select check box, select one or more faults that you wish to link to
the current fault.
3 Choose from the following two options under the Set fault as radio group:
Child of one of the following faults- set the current fault as a CHILD
to an existing fault parent or a fault that has not been set as parent
Parent of one or more of the following faults - set fault as PARENT
of one or more faults that do not have relation
Note
The check boxes available for the Set Fault as: option is automatically
enabled or disabled based on the relation of the initiating fault (initiating
fault is the one displayed in main screen of the fault edit form) screen to
restrict the user to pick up only the choice that makes sense. For example
if initiation fault is PARENT, option (1) will be disabled as that fault cannot
be set as a child. Also, if initiation fault is CHILD both radio buttons (1)
and (2) will be disabled as that fault cannot be set as a parent and child.
In that instance all check boxes will be greyed out.If initiating fault is no
in relation then both radio buttons (1) and (2) will be enabled.
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4 Double-click on any of the faults to launch the Fault Edit Module to display
the details of that fault.
If fault link is CIRCUITS, then the fault module will retrieve all
components of CIRCUIT like: PORTS, CARDS, NE, CABLE CORE, FRAME
APP, FRAME UNITS and FRAME CONTAIINERS. Also, it finds all
components of any PARENT CIRCUITS and recursively all parents of the
parent. Then it finds all open faults raised for the circuit elements and
displays those faults in this screen.
For SERVICES, it retrieves all circuits for the service where Circuit status is
defaulted to INSERVICE, but can be configured. Statuses of the retrieved
circuits for a service can be configured using the product feature
FM:01056. Then it finds related faults for each circuit.
5 Once you have selected the fault and determined the relationships, click on
the Set Relation button. The fault will be refreshed with the new Relation
status and/or Parent fault Number.
Links Impact
The Fault Edit Module window allows users to view the list of Services, Customers
and/or Circuits that maybe impacted by a Fault on a Network Infrastructure object
such as a Card, Cable, Network Element, Frame Unit or Alarms This window also
allows users to create child faults where required.
The Links Impact window can be accessed under the Links tab in the Fault Edit
Module window.
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The Impact Analysis button is available for the following link types: CIRCUITS,
PORTS, CARDS, EQUIPMENT, CABLE_CORES, CABLE_SHEATHS,
FRAME_APPERANCES, FRAME_UNITS,FRAME_CONTAINERS, ALARMS, SERVICES
Figure 719. The Links Impact window
The top pane displays the link selection and the lower pane lists the impacted
links: customers, circuits, and services. For each object, the following three
columns exist:
Linked to Same Fault - Indicates if the impacted object is linked to the
same fault ticket
Linked to Child Fault - Indicates if a child fault of current fault
displayed in fault edit screen has been created for the impacted
object.
Linked to Other Faults - Indicates if this object is linked to any other
fault ticket
Each of this displays Y or N. If Y, it is colour coded. If Linked to Same Fault field is
Y it will be coloured yellow, If Linked to Child Fault is Y it will be coloured Orange
and if Linked to Other Faults is Y it will be coloured light blue.
The Existing Faults block in the lower section displays contextual faults already
linked to the objects selected in the blocks above, for example when a user selects
a row, any existing Fault ID(s) are displayed. Note that the same colour coding is
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applied in this blocks as above. Double clicking on the Fault ID will launch the
Fault Edit Module displaying the relevant Fault.
To analyse the impact
1 Open the Fault Edit Module window.
2 Enter the information in the required fields in the Fault Details area.
3 Save the fault details entered.
4 Click the Links tab, and then select the Link Category that you require and
use the List of Values to select the Category Identifier. Save this link.
5 Click Impact Analysis, to analyse the impact.
6 The Links Impact window is displayed.
7 Select the required link categories, or the individual links.
8 If you need to display impacted circuits and connections or both, please
select either the Impacted Circuits (CCT) check box or the Impacted
Connections (DCN) check box, or both.
9 Then click Find Impact.
Note
By selecting or clearing the Select All check box, you can either
select or clear all the links for that category.
10 The impact of the links/data connections are displayed in the Links Impact
area.
11 You can select the required Circuit, the Customer or the Service and Create
Child Faults or Link to Same Fault.
Creating Child Faults
To create a child fault record
1 Open a fault record for editing. Modifying Faults on page 160 for more
information on editing fault records.
2 Click the Links tab.
The Links tab is displayed.
3 Click the Impact button displayed next to the linked object.
The Links Impact window is displayed.
4 Select the Link check box for any circuit, service or customer record.
Alternatively you can select the Select All check box if the impact is for all
circuits, services or customers.
5 Click the Create Child Faults button.
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6 A window as illustrated below is displayed that prompts the user to define the
priority for the child fault ticket. Users have the following two options:
Apply the same priority as the parent fault
Deselect the above option and enter a new priority for the child fault.
Figure 720. The Priority Window
7 Click Ok once the priority is set. The new fault id will be displayed in the
Links Impact window. Double-click to launch the Fault Edit Module window
with the child fault in context.
When Create Child Faults is selected then for each selected row in the block
Link Impacts there will be only one child fault created. If for the same row
multiple tick boxed are selected e.g. circuit, customer and service then only
one child fault will be created for that row with multiple links. When multiple
rows are selected, then separate fault tickets will be created for each row.
Linking to the same Fault
To link to the same fault
1 Select the Link check box for any circuit, service, or customer record.
2 Click on Link to Same Fault. The impacted object will be linked to the same
fault and the field will be colour coded to display the same.
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Viewing Customer Contact Details
This section describes how you can view the customer contact details.
To view the customer contact details
1 Open a fault record for editing. Modifying Faults on page 160 for more
information on editing fault records.
2 Click the Fault Links tab.
3 Click the Contacts button.
The Contact Details window is displayed.
Figure 721. The Contact Details window
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Viewing All Fault Comments
This section describes how you can view all fault comments in local time.
To view all fault comments
1 Open a fault record for editing. Modifying Faults on page 160 for more
information on editing fault records.
2 Click on the Fault Comments tab and then click the All Comments button.
The View All Comments window is displayed.
3 Click the Close button to close the window.
Figure 722. The View All Comments window
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Fault Workflows
Through the Fault Edit Module, users can now trigger a workflow for a fault ticket.
The workflow itself is configured using the Service Definition window and
managed through the Service Order window. The various tasks included in the
workflow and their status can however be monitored in the Fault Edit Module
using the Workflows tab.
Figure 723. The Fault Workflow Button and Workflow tab
To use Fault Workflows
1 A generic fault workflow must have been defined by the customer using the
Service Definition window.
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2 To provide the 'Generic' Workflow (Service Definition) values of Service Type,
Order Type, Priority, Speed, Area and Workgroup, the Product Parameter
Features for FM:01021 will need to be configured with these data sets.
Figure 724. Product Feature Parameters configuration
3 Create a fault.
4 The workflow is triggered for a fault using the Invoke Workflow button.
Click on this button to initiate the workflow. A confirmation message will
prompt the user to confirm the initiation, with yes or no options. If 'yes' is
selected, the Workflow will be initiated with a procedure call to the Generic
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Service Manager Workflow using the default vales configured using the
Product Feature.
Link to the Service Order is created and the workflow ID displayed to the
user.
Figure 725. Workflow ID generated
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5 Once the workflow is triggered, the Workflow details and Tasks are
populated under the Workflows tab.
Figure 726. Workflow Details and Tasks list
Note that the Invoke Workflow tab now changes to display View
Workflow.
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6 Click on the View Workflow tab to invoke the Service Order form displaying
the workflow tasks. Optionally, you can also launch this form by double-
clicking on the Workflow ID.
Figure 727. Workflow displayed in the Service Order window
The workflow will progress as per the tasks. Work orders may be created for the
manual tasks. Once all the tasks are completed, the Service Order is closed.
Note
Fault workflows cannot be generated for fault tickets that are Open.
A Fault Ticket will be able to trigger multiple workflows where existing
Workflows previously triggered from the fault have SERVICE ORDER STATUS =
CLOSED or CANCELLED. If the Service Order is not of this Status, the Invoke
Workflow button will be replaced by the View Workflow button.
Fault Tickets cannot be confirmed if there is an open Workflow.
An api that emulates the GetLinks API has been developed with an additional
optional parameter LinkType so that where Service Manager requires
information from Ticket Manager regarding Fault Link objects, this api allows
the calling process to specify the type of Fault Link values to be returned,
rather than just returning all values as with the current API. Link Types
supported are those currently available in FM.
A process function called Acknowledge Fault can be configured for the
default workflow such that the fault is automatically acknowledged as one of
the workflow steps. As a pre-requisite, users must have set up an employee
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called SYS (Work Group:Clarity, Work Group Class:Faults). The fault will be
acknowledged as User=Sys and Date=current system date.
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187
CHA P T E R 8
Trouble Tickets
This section describes how to use the Trouble Tickets window in the Clarity Ticket
Manager module.
TROUBLE TI CKETS
Trouble Tickets Window
188
Trouble Tickets Window
Use this window to create and view trouble ticket records. A trouble ticket is a
record for a problem identified in the network.
To open the Trouble Tickets window
From the Assurance menu, select Fault Manager and then click
Trouble Tickets Maintenance.
The Trouble Tickets window is displayed.
Figure 81. Trouble Tickets window
The sections of the Trouble Tickets window are:
Section See
Trouble Ticket Number page 189
Comments tab page 191
Links tab page 192
TROUBLE TI CKETS
Trouble Tickets Window
189
Trouble Ticket Number
Use this section to specify the trouble ticket details.
Figure 82. Trouble Ticket Number section in the Trouble Tickets window
Fields
The fields in the Trouble Ticket Number section are:
Field Description
Trouble Ticket
Number
Unique trouble ticket identification number. This is
system generated when the ticket is created.
Fault Number Fault number associated with the trouble ticket(if any).
Work Group The name of the work group that the trouble ticket will be
assigned to. Use LOV to select a value.
Note:
The list of work groups that the ticket can be assigned to
is determined by the the work-group constraints set in the
Work Groups Definition form for this work group. That
is, only those work groups that are selected in the Work
Group Assignment column in the above-mentioned
form will appear for selection in the LOV in the Trouble
Tickets form.
TT Outage Trouble ticket outage in hours:minutes.
Table 81. Trouble Ticket Number section fields (sheet 1 of 2)
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190
Occurrence
Outage
Outage time for this occurrence.
Description Free text field for a description of the trouble ticket.
Acknowledged By Automatically populated with the logged on users name
when the Acknowledged field is double-clicked.
Acknowledged The acknowledgement date. Double-click this field to
populate with the current system time.
Note: The acknowledge date cannot be greater the
current system time or occur before the Entered By
date.
Cause Identifying code associated with the cause of the fault.
Activity Identifying code associated with the repair activity.
Object Part Identifying code associated with the network element
part that was damaged.
Damage Identifying code associated with a description of the
damage.
Repaired The date and time the problem is fixed and the trouble
ticket closed.
Resolution Description of the solution used to resolve the problem.
Employee Name of the employee that is currently logged into the
Clarity system. This field is auto populated.
Created The date and time the trouble ticket is created. This field
is auto populated.
Field Description
Table 81. Trouble Ticket Number section fields (sheet 2 of 2)
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191
Button
The button in the Trouble Ticket Number section is:
Trouble Ticket Comments tab
Use the Trouble Ticket Comments tab to enter additional comments that you
want to add for the trouble ticket record.
Figure 83. Trouble Ticket Comments tab in the Trouble Tickets window
Fields
The fields in the Trouble Ticket Comments tab are:
Button Use to
Attach and View
File
Open the File Attachments window where you link
related files to the trouble ticket. See Getting Started with
Clarity OSS for more information on creating and
deleting links to external files.
Table 82. Trouble Ticket Number section button
Field Description
Line Automatically populated with the sequence number for
the trouble ticket comment.
Entered Automatically populated with the date and time that the
trouble ticket comments were entered.
Entered By Automatically populated with the logged on users name.
Table 83. Trouble Ticket Comments tab fields (sheet 1 of 2)
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192
Button
The button in the Trouble Ticket Comments area is:
Trouble Ticket Links tab
Use the Trouble Ticket Links tab to link a trouble ticket to an entity, for example,
a card, network element or cable core.
Figure 84. Trouble Ticket Links tab in the Trouble Tickets window
Text Free text field for trouble ticket comments.Text wrapping
in comments enabled. The text field can capture a
maximum of 1000 characters. (Mandatory)
Button Use to
Show All
Comments
View all trouble ticket comments in a separate window.
See Viewing All Trouble Ticket Comments on page 199
for more information.
Table 84. Trouble Ticket Comments tab button
Field Description
Table 83. Trouble Ticket Comments tab fields (sheet 2 of 2)
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193
Fields
The fields in the Trouble Ticket Links tab are:
Field Description
Link Category The faulty entity to which the ticket is linked. Select one of
the following from the drop-down list:
Cable Core
Cable Sheath
Card
Frame Appearance
Frame Container
Frame Unit
Network Element.
Category Identifier Primary unique identifier of the specific instance of the
link category. Use LOV to select a value.
Category Identifier
Description
Automatically populated with the description of the
category. Click the button to the right of this field to open
the Editor window and view the description in full.
Replacement The instance of the replacement ( applicable only if the
fault is related to a card )
Replacement
Identifier
Unique identifier of the specific instance of the
replacement.
Table 85. Trouble Ticket Links tab fields
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194
Features of the Trouble Tickets Window
The features of the Trouble Tickets window are:
Feature See
Opening the Trouble Tickets
window
page 188
Querying trouble tickets page 195
Creating trouble tickets page 196
Modifying trouble tickets page 197
Closing trouble tickets page 198
Viewing all trouble ticket comments page 199
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Querying Trouble Tickets
195
Querying Trouble Tickets
This section describes how to query existing trouble ticket records.
To query a trouble ticket
1 Open the Trouble Tickets window.
See Trouble Tickets Window on page 188 for more information about
opening the Trouble Tickets window.
2 Click the Query button.
The window is now in query mode.
3 Enter the search criteria.
4 Click the Query button.
Any existing trouble ticket records are displayed. Use the scroll bar to view
the search results.
Hint
If you do not enter search criteria, all records will be returned.
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196
Creating Trouble Tickets
This section describes how to create a trouble ticket record.
Note
The Trouble Tickets window can also be opened in the context of a fault
through the Trouble Tickets tabbed region in the Fault Edit Module
window. See Viewing Trouble Tickets for more information.
To create a trouble ticket record
1 Open the Trouble Tickets window.
See Trouble Tickets Window on page 188 for more information about
opening the Trouble Tickets window.
2 In the Work Group field, assign a work group to the trouble ticket. Use LOV
to select a work group.
3 In the Description field, enter a brief trouble ticket description.
4 Complete any additional fields.
See Trouble Ticket Number on page 189 for more information about these
fields.
5 Click the Save button.
The trouble ticket is generated and saved to the database.
Hint
When you save a trouble ticket to the database, three fields are auto
populated. These fields are Trouble Ticket Number, Employee and
Created.
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Modifying Trouble Tickets
197
Modifying Trouble Tickets
You can modify trouble tickets after they have been saved to the database. This
section describes how to update trouble ticket records.
Note
You can only modify trouble ticket records that have been created for your
own work group.
To modify a trouble ticket
1 Query a trouble ticket record.
See Querying Trouble Tickets on page 195 for more information about
querying trouble ticket records.
2 Edit the fields that you want to modify.
See Trouble Ticket Number on page 189 for more information about these
fields.
3 Click the Save button.
Your changes are saved to the database.
Hint
You cannot modify the following fields after they have been saved to the
database: Trouble Ticket Number, Employee, Created and Repaired.
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Closing Trouble Tickets
198
Closing Trouble Tickets
This section describes how you can close an existing trouble ticket record. Trouble
tickets that are closed indicate that the associated problem has been rectified.
To close a trouble ticket
1 Query a trouble ticket record.
See Querying Trouble Tickets on page 195 for more information about
querying trouble ticket records.
2 Double-click the Repaired field.
The current date and time is entered.
3 Click the Save button.
The trouble ticket is now closed.
Note
A repaired timestamp may be modified before the record is saved.
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199
Viewing All Trouble Ticket Comments
This section describes how you can view all trouble ticket comments which are
concatenated with user name and timestamp.
To view all trouble ticket comments
1 Query a trouble ticket record.
See Querying Trouble Tickets on page 195 for more information about
querying trouble ticket records.
2 Click on the Comments tab and then click the Show All Comments button.
All the comments for current trouble ticket record are displayed.
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201
CHA P T E R 9
Audit Trail
This section describes the Audit Trails window accessed from the Query
submenu.
AUDI T TRAI L
Audit Trails Window
202
Audit Trails Window
Use the Audit Trails window to track changes made to the following entities used
or referred to in the Clarity Assurance module:
Planned Events
Faults
This information is created in other Clarity modules. The Audit Trail window
allows the Assurance module users to audit which records have changed.
To open the Audit Trails Window
1 From the Assurance menu, point to Query, and then click on Audit Trail.
The Audit Trails window is displayed.
You can query based on the action performed on the entitiy, for example, if a new
entity has been inserted, or an existing entity has been updated or deleted.
Note
If no search criteria is provided, then all records are retrieved.
Planned Events Tab
Use this tab to view any updates made to planned events maintained in the
Planned Event Details window.
To query planned events audit records
1 Open the Audit Trails window.
See Audit Trails Window on page 202 for more information.
2 Click the Planned Events tab to display the addresses audit trail
information.
3 Click on the Action field and use the LOV button to select one of the
following actions:
Insert
Delete
Update
4 Click the Query button to view the audit records for the selected action.
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Audit Trails Window
203
The Planned Events tab is shown below.
Figure 91. Planned Events Audit Trail
AUDI T TRAI L
Audit Trails Window
204
Fields
The fields in the Planned Event Audit Trail section are:
Field Description
Action Can be INSERT, UPDATE or DELETE.
It will be set to INSERT when a new record is added,
UPDATE when the record is updated and DELETE when
record is deleted.
User Username of the user that performed the action.
Date System date when the change occurred.
Planned Event No. Unique identification number for the planned event. This
field is automatically populated with the year, month and
consecutive planned event number, e.g. PE2003/09-
001.
Planned Start The intended start date and time for the planned event.
Use the format DD-MMM-YYYY and HH:MM.
A planned start date must always be on a future date.
Double-click this field to populate with a date that is 4
days after the current system date.
Planned End The intended completion date and time for the planned
event.
Double-click this field to populate with a date that is 11
days after the current system date.
Actual Start The date and time the planned event activity started.
Actual start date must be before the actual end date.
Double-click this field to populate with the current system
date and time.
Actual End The date and time the planned event activity was
completed.
Double-click this field to populate with the current system
date and time.
Title A brief description of the planned event.
Table 91. Planned Event tab, Audit Trail fields.
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Audit Trails Window
205
For further information, refer to the Planned Event Details chapter in the
Planned Events user manual.
Faults Tab
Use this tab to view any updates made to faults maintained in the Fault Edit
Module window.
To query faults audit records
1 Open the Audit Trails window.
See Audit Trails Window on page 202 for more information.
2 Click the Faults tab to display the address serviceability audit trail
information.
3 Click on the Action field and use the LOV button to select one of the
following actions:
Insert
Delete
Update
4 Click the Query button to view the audit records for the selected action.
Objective The purpose of the planned event.
Impact The impact of the planned event on the customer. Values
for selection are:
(CA) Customer Affecting
(CT) Customer Threatening
(NCA) Not Customer Affecting
Use the drop-down menu to make a selection.
State The current state of the planned event, e.g. Proposed, In
Progress. Select from the drop-down list.
Field Description
Table 91. Planned Event tab, Audit Trail fields.
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Audit Trails Window
206
The Faults tab is shown below.
Figure 92. Faults tab, Audit Trail window
AUDI T TRAI L
Audit Trails Window
207
Fields
The fields in the Fault Audit Trail section are:
Field Description
Action Can be INSERT, UPDATE or DELETE.
It will be set to INSERT when a new record is added,
UPDATE when the record is updated and DELETE when
record is deleted.
User Username of the user that performed the action.
Date System date when the change occurred.
Fault Type The fault type. Used to determine what kind of fault AMS,
the service desk or the user has selected.
Number The unique identifier of the fault. This number is
automatically generated by the Clarity system when you
save a new fault record.
Reported On The date and time that the fault was reported. When you
tab to this field it is automatically populated with the
system date and time.
Reported By Name of the person that reported the fault.
Priority Priority of the fault and associated actions. Use LOV to
select a value.
Description A brief description of the fault.
Work Group The work group of the user that reassigned the fault. This
is a read-only field that is completed by default when the
fault is reassigned.
Cause The identified cause of the fault. Use LOV to select a
value.
Confirmed On The date and time that the fault was confirmed.
Table 92. Fault tab, Audit Trail window; fields
AUDI T TRAI L
Audit Trails Window
208
Confirmed By Name of the person that confirmed the fault.
Note: When the fault is confirmed, an entry in the Fault
Comments section is automatically generated.
Cleared On The date and time that the fault was cleared.
Cleared By Name of the person that cleared the fault. This field is
completed by default, if and when the next (On) field is
populated.
Acknowledged On The date and time that the fault was acknowledged.
Acknowledged By Name of the person that acknowledged the fault. This
field is completed by default, if and when the next (On)
field is populated.
Entity The main entity involved in the fault, e.g. Circuits. Use
LOV to select a value.
Category The name of the fault category, e.g. CB for Cable
Facility. Use LOV to select a category.
Values for this field are set up in the Fault Category
reference window.
Sub-Category The name of the fault sub-category, if the category has
sub-categories. Use LOV to select a sub-category.
Values for this field are set up in the Fault Category
reference window.
Contact Additional contact details for the person reporting the
fault.
Region The geographical region in which the fault originated.
Impact The impact of the fault on the network. Use LOV to select
a value.
Location Clearence code for location.
Network 1 Clearence code for network.
Field Description
Table 92. Fault tab, Audit Trail window; fields
AUDI T TRAI L
Audit Trails Window
209
For further information, refer to the Editing Faults chapter in the Ticket
Manager user manual.
Network 2 Clearence code for network.
Action Clearence code for action.
Cause Clearence code for cause.
Field Description
Table 92. Fault tab, Audit Trail window; fields
AUDI T TRAI L
Audit Trails Window
210
211
CHA P T E R 1 0
Status History
This section describes the Status Change History window accessed from the
Query submenu.
STATUS HI STORY
Status Change History Window
212
Status Change History Window
Use the Status Change History window to display the history of status changes
for the following Clarity system entities:
Faults
Planned Events
Trouble Tickets
You can use this window as an audit trail to track what happens to a specific entity
throughout its lifecycle.
To further refine your audit trail, you can enter wildcard search criteria in the Key,
Status and User Name fields. This is useful when the Clarity System contains a
great deal of data.
To open the Status Change History window
1 From the Assurance menu, point to Query, and then click on Status
History.
The Status Change History window is displayed.
Figure 101. Status Change History window
STATUS HI STORY
Status Change History Window
213
Fields
The fields in the Status Change History window are:
Field Description
Search Block for Status Change History
Choose an entity Use the drop-down menu to select the Clarity System
entity whose status change history you want to query.
Options include:
Faults
Planned Events
Trouble Tickets
Key The system-generated number for the Clarity System
entity/class given when created. (Queryable field)
Status The last status update appropriate for the category of
Clarity System entity or class. (Queryable field)
User Name Searches for all changes made by the selected user.
Start Date Searches for all changes made after the specified start
date. Enter a value in the No of Days field to limit the
search.
Number of Days Searches for all changes that occurred within the number
of days from the specified start date.
Allow Wild Cards Click this box to allow wild cards in the search.
Status Change History
Key The system-generated number for the Clarity System
entity/class given when created.
Status The last status update appropriate for the category of
Clarity System entity or class.
User Name The user who last updated the status.
Table 101. Status Change History window fields
STATUS HI STORY
Status Change History Window
214
Button
The button in the Status Change History window is:
Note
On opening the Status Change History window, the entity Faults is
selected by default. From the Choose an Entity drop-down menu, you
can select other Clarity System entities whose status change history you
want to query. To refine displayed research results further, enter any
known value or values followed by the % wildcard character in one or
more of the following fields:
Key
Status
User Name
Time Stamp Automatically populated with the current system date and
time when the status was saved.
Records Retrieved The total number of records that match the search
criteria.
Button Description
Search Click this button to perform the query.
Table 102. Status Change History window; button
Field Description
Table 101. Status Change History window fields
215
CHA P T E R 1 1
Reference Data Windows
This section shows you how to use the Fault Manager reference data windows.
These windows are used to maintain information that is accessed using List of
Values (LOV).
REFERENCE DATA WI NDOWS
Reference Data Windows overview
216
Reference Data Windows overview
The reference data windows available from the Assurance menu are:
Many fields in the Clarity Ticket Manager module use the list of values (LOV) to
enter valid information. These lists are set up and maintained in reference
windows.
Note
Any field requiring selection of a value through the LOV means that
reference data for values relevant to that field needs to be previously set
up.
Window See
Fault Attribute List page 218
Fault Attribute Templates page 220
Fault Category page 223
Fault Cause page 225
Fault Clearance Codes page 226
Fault Entity page 228
Fault Impact page 229
Fault Priority page 230
Fault States page 231
Fault Timing Codes page 233
Fault Types page 234
Trouble Ticket Groups page 235
REFERENCE DATA WI NDOWS
Reference Data Windows overview
217
For full details of functions that can be carried out on records in all Clarity system
reference windows, see Using Reference Windows in Getting Started with Clarity
OSS. This includes:
querying records
modifying records
inserting records.
REFERENCE DATA WI NDOWS
Fault Attribute List
218
Fault Attribute List
Use this window to define the name and description of fault attributes.
To open the Fault Attribute List window
From the Assurance menu, select Reference Data and then click
Fault Attributes Definition.
The Fault Attribute List window is displayed.
Figure 111. Fault Attribute List window
Fields
The fields in the Fault Attribute List window are:
Field Description
Sort Order Specifies the order in which the attributes will be listed in
the Fault Edit window.
Name Unique short name for the fault attributes list.
(Mandatory)
Table 111. Fault Attribute List window; fields
REFERENCE DATA WI NDOWS
Fault Attribute List
219
Description Free text field to further describe the fault attribute list.
(Mandatory)
Default Value The Clarity default values.
Optionality Value can be:
Close - Mandatory to enter a value for the corresponding
attribute in the Fault Edit Module window when clearing
the fault.
None - Optional to enter values for the corresponding
attribute.
Data Type The type of data to be entered in the Value field.
Fault Attribute List
Values
Possible list of values for the attributes. These values will
appear in the LOV for the Value field in the Fault Edit
Module window.
Field Description
Table 111. Fault Attribute List window; fields
REFERENCE DATA WI NDOWS
Fault Attribute Templates
220
Fault Attribute Templates
The Fault Attribute Templates screen allows the user to define fault attribute
templates. A fault attribute template is a container for a set of fault attributes.
Using templates, users can specify which attributes are optional and which are
mandatory. When a fault is created, the attributes can be loaded by selecting a
template. Users can select which attributes they want to load for a particular fault.
In addition, users can also delete any optional attributes if they so desire.
To open the Fault Attribute Templates window
From the Assurance menu, select Reference Data and then click
Fault Attribute Templates.
The Fault Attribute Templates screen is displayed.
Figure 112. Fault Attribute Templates screen
Fields
The fields in the Fault Attribute Templates screen are:
Field Description
Template The name of the Fault Attributes template.
Description Description for the template
Table 112. Fault Attribute Templates screen; fields
REFERENCE DATA WI NDOWS
Fault Attribute Templates
221
To create fault attribute templates
1 Enter the attribute name and description in the header region of the Fault
Attribute Templates screen.
2 Select the Active check box to mark the template as Active.
Active Check box Indicates if the template is active or inactive. If a template
is inactive, it will not be available for selection when a
user clicks the Load Template button in the Fault
Attributes tab of the Fault Edit Module screen.
Attributes The list of fault attributes that will be loaded when this
template is selected. Attributes are selected from an LOV
and derived from the attributes that the user defines
using the Fault Attribute List screen.
Display Order Allows unique ordering of the Attributes. Values do not
need to be contiguous, but must be unique. The Display
Order determines how the values will be loaded under
the Fault Attributes tab in the Fault Edit Module
screen.
This is automatically populated based on the Sort Order
defined in the Fault Attribute List screen for the selected
fault attribute. Note that for a particular template, the
user can change the sort order in the Fault Attribute
Templates screen.
Optionality Indicates if the fault attribute is a madatory or optional
attribute. Value can be:
Close - Mandatory to enter a value for the corresponding
attribute in the Fault Edit Module window when clearing
the fault.
None - Optional to enter values for the corresponding
attribute.
Mandatory attributes cannot be deleted once loaded in
the Fault Attributes section of the Fault Edit Module
window.
This is automatically populated based on the Optionality
defined in the Fault Attribute List screen for the selected
fault attribute. Note that for a particular template, the
user can change the optionality in the Fault Attribute
Templates screen.
Field Description
Table 112. Fault Attribute Templates screen; fields
REFERENCE DATA WI NDOWS
Fault Attribute Templates
222
3 Use the LOV on the Attributes field to select the fault attributes that will be
associated with this template. The Display Order and Optionality will be
automatically populated.
4 Change the Display Order and Optionality for this particular template if
needed.
5 Save your record.
Figure 113. Fault Attribute Templates example
Note
By default a DATA MIGRATION TEMPLATE exists that is created by a data
migration script. All attributes defined in the Fault Attribute List screen
is copied into this template. Once the user creates a working set of
templates, the DATA MIGRATION TEMPLATE can be set as non-active.
Note
For Work Force Management (WFM) integration there are three fault
attributes: FSM_WORKGROUP, FSM_PRIORITY and
FSM_CUSTOMER_APPOINTMENT_DATE. The names of the attributes can
be configured by enabling the product feature FM:00881. In addition,
when the user creates a new job ticket using the "Create Job Ticket"
button, a new pop up window will appear to capture the FMS attributes,
as they are not automatically loaded. Subsequently if new job tickets are
created for the same fault ticket the values in the pop up are pre-
populated by the previous values, but user may change those values.
For information on how the Fault Attribute Template is used, see Creating Fault
Records on page 156.
REFERENCE DATA WI NDOWS
Fault Category
223
Fault Category
Use this window to define the categories in which to group faults, for example,
outside plant facility, inside plant facility. Faults categories can be used to identify
faults that are both internal and external to the network.
To open the Fault Category window
From the Assurance menu, select Reference Data and then click
Fault Category
The Fault Category window is displayed.
.
Figure 114. Fault Category window
Fields
The fields in the Fault Category window are:
Field Description
Fault Category
Name Unique short name for the fault category, e.g. OP.
(Mandatory)
Description Free text field to further describe the fault category, e.g.
outside plant facility. (Mandatory)
Table 113. Fault Category window; fields
REFERENCE DATA WI NDOWS
Fault Category
224
Fault Sub Category
Name The name of the fault sub category, e.g. Bad network
card. (Mandatory)
Description Free text field to further describe the fault sub category.
(Mandatory)
Field Description
Table 113. Fault Category window; fields
REFERENCE DATA WI NDOWS
Fault Cause
225
Fault Cause
Use this window to define a list of all possible causes for a fault, e.g. equipment
failure, planned outage, etc.
To open the Fault Cause window
From the Assurance menu, select Reference Data and then click
Fault Cause.
The Fault Cause window is displayed.
Figure 115. Fault Cause window
Fields
The fields in the Fault Cause window are:
Field Description
Name Short name for the fault cause, e.g. PO. (Mandatory)
Description Free text field to further describe the fault cause, e.g.
planned outage. (Mandatory)
Table 114. Fault Cause window; fields
REFERENCE DATA WI NDOWS
Fault Clearance Codes
226
Fault Clearance Codes
Use this window to maintain a list of fault clearance codes. These codes represent
the fault clearance protocol and are grouped under the following classes:
Action
Cause
Location
Network.
To open the Fault Clearance Codes window
From the Assurance menu, select Reference Data and then click
Fault Clearance Codes.
The Fault Clearance Codes window is displayed.
Figure 116. Fault Clearance Codes window
Fields
The fields in the Fault Clearance Codes window are:
Column Description
Abbreviation Abbreviation of the fault clearance code. (Mandatory)
Table 115. Fault Clearance Codes window; fields
REFERENCE DATA WI NDOWS
Fault Clearance Codes
227
Class The grouping category (class) for the fault clearance
code. (Mandatory)
Select one of the following values from the drop-down
list:
Action
Cause
Location
Network.
Description Free text field to further describe the clearance code.
(Mandatory)
Column Description
Table 115. Fault Clearance Codes window; fields
REFERENCE DATA WI NDOWS
Fault Entity
228
Fault Entity
Use this window to define the physical items of equipment within the network that
may be affected by a fault and which may be serviced by different groups of fault
technicians.
To open the Fault Entity window
From the Assurance menu, select Reference Data and then click
Fault Entity.
The Fault Entity window is displayed.
Figure 117. Fault Entity window
Fields
The fields in the Fault Entity window are:
Field Description
Name Short name for the equipment within the network that
may be affected by a fault. (Mandatory)
Description Free text field to further describe the fault entity.
(Mandatory)
Table 116. Fault Entity window; fields
REFERENCE DATA WI NDOWS
Fault Impact
229
Fault Impact
Use this window to define a list of fault severity levels that indicate the impact of a
fault on customers and their services, e.g. Critical, Customer Affecting, etc.
To open the Fault Impact window
From the Assurance menu, select Reference Data and then click
Fault Impact.
The Fault Impact window is displayed.
Figure 118. Fault Impact window
Fields
The fields in the Fault Impact window are:
Field Description
Name Short name for the fault impact, e.g. Critical, CA, etc.
(Mandatory)
Description Free text field to further describe the fault impact, e.g.
Customer Affecting, etc. (Mandatory)
Table 117. Fault Impact window; fields
REFERENCE DATA WI NDOWS
Fault Priority
230
Fault Priority
Use this window to define a list of fault priorities that indicate the prioritisation of
the faults in the system.
To open the Fault Priorities window
From the Assurance menu, select Reference Data and then click
Fault Priority.
The Fault Priority window is displayed.
Figure 119. Fault Priority window
Fields
The fields in the Fault Priority window are:
Field Description
Code Unique fault priority identification code. (Mandatory)
Description Free text field to further describe the fault priority.
(Mandatory)
Table 118. Fault Priority window; fields
REFERENCE DATA WI NDOWS
Fault States
231
Fault States
Use this window to define a list of the various states in the lifecycle of a fault, e.g.
Open, In Progress, Closed.
To open the Fault States window
From the Assurance menu, select Reference Data and then click
Fault States.
The Fault States window is displayed.
Figure 1110. Fault States window
Fields
The fields in the Fault States window are:
Field Description
State Code Unique identification code that represents the fault state.
(Mandatory)
Description Free text field to further describe the state. (Mandatory)
Rebate Y If code is included in rebate.
N If code is excluded from rebate.
Note: Rebate relates to customer billing. (Mandatory)
Table 119. Fault States window; fields (sheet 1 of 2)
REFERENCE DATA WI NDOWS
Fault States
232
Callback Flag Values can be:
Never: When the callback flag is set to Never, the
Callback API is never used when the fault is in the
corresponding state.
Once: When the callback flag is set to Once, the
Callback API is used/called only the first time the fault is
in the corresponding state.
Multiple: When the callback flag is set to Multiple, the
Callback API is called everytime the fault is the
corresponding state.
Standard Status The Clarity standard status.
Field Description
Table 119. Fault States window; fields (sheet 2 of 2)
REFERENCE DATA WI NDOWS
Fault Timing Codes
233
Fault Timing Codes
Use the Fault Timing Codes window to define timing codes to record timings for
miscellaneous events/tasks associated with clearing faults generated from alarms,
for example customer appointments.
To open the Fault Timing Codes window
From the Assurance menu, select Reference Data and then click
Fault Timing Codes.
The Fault Timing Codes window is displayed.
Figure 1111. Fault Timing Codes window
Fields
The fields in the Fault Timing Codes reference window are:
Field Description
Abbreviation Abbreviation of the fault timing code.
Description Description of the timing code.
Table 1110. Fault Timing Codes window; fields
REFERENCE DATA WI NDOWS
Fault Types
234
Fault Types
Use this window to define a list of fault types.
To open the Fault Types window
From the Assurance menu, select Reference Data and then click
Fault Types.
The Fault Types window is displayed.
Figure 1112. Fault Types window
Fields
The fields in the Fault Types window are:
Field Description
Name The name of the type of fault. (Mandatory)
Description Free text field to further describe the type of fault.
(Mandatory)
Table 1111. Fault Types window; fields
REFERENCE DATA WI NDOWS
Trouble Ticket Groups
235
Trouble Ticket Groups
Use the Trouble Ticket Groups window to categorize multiple trouble ticket
causes under defined network element groups.
Note
The records displayed in the Trouble Ticket Causes section are related to
the record selected in the Trouble Ticket Groups section.
Trouble ticket groups are allocated to the system when a trouble ticket record is
saved. Trouble ticket causes are comments on the network resources requiring
repairs.
To open the Trouble Ticket Groups window
From the Assurance menu, select Reference Data and then click
Trouble Ticket Groups.
The Trouble Ticket Groups window is displayed.
Figure 1113. Trouble Ticket Groups window
REFERENCE DATA WI NDOWS
Trouble Ticket Groups
236
Fields
The fields in the Trouble Ticket Groups reference window are:
Field Description
Trouble Ticket Groups
Group Code Abbreviation for a particular group of equipment.
Equipment Type Network element equipment type.
Trouble Ticket Causes
Cause Code The code corresponding to a particular problem class.
Description A meaningful description of the cause.
Class Class describes the nature of the fault. Select one of the
following values from the drop-down list:
Cause
The cause of the problem (e.g. crack in battery
casing).
Activities
The action taken, e.g. no activities.
Objects
The object part, e.g. a cell or power cable.
Damage
An overview of the damage to the NE Equipment,
e.g. battery cell voltage too high.
Table 1112. Trouble Ticket Groups window; fields
237
CHA P T E R 1 2
Reports
This section provides an overview of the reports that are available within the
Assurance Suite.
REPORTS
Reports Generated in Ticket Manager
238
Reports Generated in Ticket Manager
This Chapter explains the procedure to open and print the following reports,
available from the Assurance/Reports menu path.
Note
Many fields in the Clarity Ticket Manager module use the List of Values
(LOV) to enter valid information. These lists are set up and maintained in
reference windows.
Note
Any field requiring selection of a value through the LOV means that, the
reference data for values relevant to that field needs to be previously set
up.
Note
The Clarity Report Launcher view displayed from some of the menu
options differ from one option to another.
Report Name Reference
Alarm Types See Alarm Types Reports on page 240
Alarm Typing See Alarm Typing Reports on page
243
Fault Details See Fault Details Reports on page 244
Fault Summary Reports See Fault Summary Reports on page
247
Breakdown Reports See Breakdown Reports on page 258
Customer Related reports See Customer Related Reports on page
262
Reliability Reports See Reliability Reports on page 271
Restoration Reports See Restoration Reports on page 284
Reference See Reference Reports on page 288
Table 121. Reference Table.
REPORTS
Reports Generated in Ticket Manager
239
Note
The buttons in the Clarity Report Launcher dialog box are the same for
all the views
REPORTS
Alarm Types Reports
240
Alarm Types Reports
Use this report to generate a list of the Alarm Types and their descriptions, as
defined in the Assurance Reference Data.
To generate a report for Alarm Types
1. From the Assurance menu, select Reports and then click Alarm Types.
The Clarity Report Launcher is displayed.
Figure 121. The Clarity Report Launcher dialog box- the view displayed when
accessing from the Alarm Type and Alarm Typing menu options.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the a name in the
Destination Name field.
4. Select the report format that you wish to generate the report, from the Report
Format list.
5. Click the Run Report button. The report is generated at the destination you
selected in step 3.
6. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Alarm Types Reports
241
Sample Report: Alarm Types
Figure 122. A sample of an Alarm Type report.
REPORTS
Alarm Types Reports
242
Fields
Buttons
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Table 122. The field descriptions for the Clarity Report Launcher dialog box- the view
displayed from the Alarm Types option.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 123. The Clarity Report Launcher - buttons.
REPORTS
Alarm Typing Reports
243
Alarm Typing Reports
Use this report to generate a list of the Alarm Typing for a Network Element, as
defined in the Assurance Reference Data. The report also includes the effect of the
fault and the action that needs to be taken to rectify it.
To generate a report for Alarm Typing
1. From the Assurance menu, select Reports and then click Alarm Typing.
The Clarity Report Launcher is displayed. See Figure 121 on page 240
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Click the Run Report button. The report is generated at the destination you
selected in step 3.
6. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
Sample Report: Alarm Typing
Figure 123. A sample of an Alarm Typing report.
REPORTS
Fault Details Reports
244
Fault Details Reports
Use this report to find a list of faults in a database for a selected fault
identification category. This report also shows the fault links, fault status and the
duration of each fault.
To generate a report for Fault Details
1. From the Assurance menu, select Reports and then click Fault Details
The Clarity Report Launcher dialog box is displayed.
Figure 124. The Clarity Report Launcher dialog box - the view displayed when
accessing from the Fault Details menu options.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter a fault number, with circuit links in the Fault Number field.
6. Enter the required circuit link using the List of Values, in the Circuit field.
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Fault Details Reports
245
Sample Report: Fault Details
Figure 125. A sample of a Fault Detail report.
REPORTS
Fault Details Reports
246
Fields
Buttons
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Fault Number The circuit display fault number.
Circuit The circuit display name of the specified circuit.
Table 124. The field descriptions of the Clarity Report Launcher dialog box- the view
displayed from the Fault Details option.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 125. The Clarity Report Launcher - buttons
REPORTS
Fault Summary Reports
247
Fault Summary Reports
The generated fault summary reports are listed below:
i. Daily Fault Summary-This report summarizes the daily fault
occurrences for the specified period.
ii. Fault Cleared Summary-This report summarizes the faults that were
cleared for the specified period.
iii. Fault Heldover Summary-This report gives a summary of the
remaining faults for the specified period.
iv. Fault Heldover Summary/Frame Container- This report gives a
summary of the remaining faults, related to frame container records, for
the specified period.
v. Service-This report displays information about the services and eventual
faults associated with a circuit.
vi. Summary- This report displays information about the faults raised for
the selected workgroup during the specified period.
REPORTS
Fault Summary Reports
248
To generate fault summary reports: (This procedure can be
applied to generate reports i to iv of the above list)
1. From the Assurance menu, select Reports, point to Fault Summary
Reports and then click on the menu options as per your requirement. The
Clarity Report Launcher dialog box is displayed.
Hint
The menu options are as follows: Daily Fault Summary, Fault
Cleared Summary, Fault Heldover Summary or Fault Heldover
Summary/Frame Container.
Figure 126. The Clarity Report Launcher dialog- the view displayed from the above
mentioned Fault Summary Report menu options.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
REPORTS
Fault Summary Reports
249
5. Enter the required area hierarchy in the Area Hierarchy field. Use the List of
Values.
6. Enter the first level area, using the List of Values in the First Level field.
7. Enter the second level area, using the List of Values in the Second Level
field.
8. Enter the start date and the end date of the period you wish to run the report
for, in the From Date and the To Date fields respectively.
Note
If you wish to run the report on all the areas of the first level or/and
the second level, please select the All check box.
9. Click the Run Report button. The report is generated at the destination you
selected in step 3.
10. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
Sample Report: Fault Held Over Summary
Figure 127. A sample of a Summary report.
Fields
The fields in the Clarity Report launcher dialog box view displayed from the
following menu options: Daily Fault Summary, Fault Cleared Summary, Fault
Heldover Summary or Fault Heldover Summary/Frame Container.
REPORTS
Fault Summary Reports
250
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Area Hierarchy The hierarchy used for the areas.
First Level Select the first level area using the List of Values.
Second Level Select the second level area using the List of Values.
Service Type The type of service supplied on the circuit.
From Date The start date of the period you wish to generate the
report on.
To Date The end date of the period you wish to generate the
reports.
All If this check box is selected all the areas of either the first
level or the second level will be included in the generated
report.
Table 126. The field descriptions for the Clarity Report Launcher dialog box- View
displayed for the above mentioned options.
REPORTS
Fault Summary Reports
251
Buttons
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 127. The Clarity Report Launcher - buttons
REPORTS
Fault Summary Reports
252
To generate a fault summary report for a Service:
1. From the Assurance menu, point to Reports, select Fault Summary
Reports and then click Services. The Clarity Report Launcher dialog box is
displayed.
Figure 128. The Clarity Report Launcher -the view displayed when using the Fault
Summary Reports/Services menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the a name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the circuit display name, in the Circuit Name field. Use the List of
Values.
6. Click the Run Report button. The report is generated at the destination you
selected in step 3.
7. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Fault Summary Reports
253
Sample Report: Service and Associated Faults
Figure 129. A sample of a Service report.
REPORTS
Fault Summary Reports
254
Fields
Buttons
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Circuit Name The display name of the specified circuit.
Table 128. The field descriptions for the Clarity Report Launcher- for the view displayed
from the Fault Summary Reports/Service menu option.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 129. The Clarity Report Launcher- buttons
REPORTS
Fault Summary Reports
255
To generate a report on summary of faults by work groups:
1. From the Assurance menu, point to Reports, select Fault Summary
Reports and then click Summary. The Clarity Report Launcher dialog box
is displayed.
Figure 1210. The Clarity Report Launcher -the view displayed when using the Fault
Summary Reports/Summary menu option.
2. Select the Destination Type from the Destination Type list.
3. If the destination type is selected as File, then enter the a name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the start date and the end date of the period you wish to run the report
for, in the From Date and the To Date fields respectively.
6. Enter the required work group that is assigned to the fault that you wish to
run the summary on, in the Work Groups field. Use the List of Values.
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Fault Summary Reports
256
Sample Report: Summary of Faults by Work Group
Figure 1211. A sample of a Summary of Faults by Work Groups
Fields
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Table 1210. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Fault Summary Reports/Summary menu options.
REPORTS
Fault Summary Reports
257
Buttons
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
From Date The start date of the period you wish to generate the
report for.
To Date The end date of the period you wish to generate the
report for.
Work Groups The work group that is assigned to the fault.
This information is set up in the Work Groups Definition
window. See the Clarity Service Manager User Manual
for more information.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1211. The Clarity Report Launcher - buttons
Field Description
Table 1210. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Fault Summary Reports/Summary menu options.
REPORTS
Breakdown Reports
258
Breakdown Reports
There are two types of breakdown reports generated. The reports reflect the cause
of the fault and the fault by the region.
Fault Cause- Use this report to view a breakdown of the time taken
for restoration of faults for a selected fault cause (this is measured in
hours). This information is available for each month for a selected
year.
Fault Region- Use this report to view a breakdown of the time taken
for restoration of faults for a selected region (this is measured in
hours). This information is available for each month of a selected year.
REPORTS
Breakdown Reports
259
To generate breakdown reports. (Fault Cause/Fault Region)
1. From the Assurance menu, point to Reports and select Breakdown
Reports, then click either the Fault Cause or the Fault Region menu
options as per your requirement. The Clarity Report Launcher dialog box is
displayed.
Figure 1212. The Clarity Report Launcher dialog box - the view displayed when using
the following menu options: Reports/Breakdown Reports/Fault Cause and
Reports/Breakdown Reports/Fault Region respectively.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, enter a file name in the Destination
Name field.
4. Select the report format that you wish to use, when generating the report,
from the Report Format list.
5. Enter either the fault cause or the region in their respective views as per the
menu option you selected. Use the List of Values.
6. Enter the year you wish to generate the report on for.
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Breakdown Reports
260
Sample Report: Breakdown (Fault Cause/Fault Region)
Figure 1213. A sample of a Breakdown report.
Fields
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Table 1212. The field descriptions for the Clarity Report Launcher- for the following
views displayed: from the Assurance/Reports/Breakdown Reports/Fault Cause and
Assurance/Reports/Breakdown Reports/Fault Region menu options.
REPORTS
Breakdown Reports
261
Buttons
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Fault Cause The identification code associated with the cause of the
fault. This information is setup in the Assurance
Reference data.
Fault Region The area in which the fault originated.
Year The report is generated as per the specified year.
Button Description
Run Report To generate the report at the selected destination.
Cancel Report To cancel a report generation already in progress.
Table 1213. The Clarity Report Launcher - buttons
Field Description
Table 1212. The field descriptions for the Clarity Report Launcher- for the following
views displayed: from the Assurance/Reports/Breakdown Reports/Fault Cause and
Assurance/Reports/Breakdown Reports/Fault Region menu options.
REPORTS
Customer Related Reports
262
Customer Related Reports
The following menu options are available under Customer Related Reports:
Circuit - The generated report gives a list of the circuits affected by
faults for a selected customer, for a specified period of time.
Faults- The generated report, gives a list of the reported faults,
associated comments, and fault links for a specified customer type,
customer name and a date range.
Faults Monitoring - Use this report to find details of closed faults,
their outages and their associated fault comments. The faults are
grouped by region.
Faults Pending - Use this report to find a list of the open faults and
associated fault comments. The faults are grouped by region for a
selected customer.
REPORTS
Customer Related Reports
263
To generate reports for Circuits:
1. From the Assurance menu, point to Reports and select Customer Related
Reports, then click Circuit menu option. The Clarity Report Launcher
dialog box is displayed.
Figure 1214. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Customer Related Reports/Circuit menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file destination name
in the Destination Name field.
4. Select the report format that you wish to generate the report, from the Report
Format list.
5. Enter the start date and the end date of the period you wish to run the report
for, in the From Date and the To Date fields respectively.
6. Enter the required customer in the Customer field. Use the List of Values.
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Customer Related Reports
264
Fields
Buttons
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
From Date The start date of the period you wish to generate the
report for.
To Date The end date of the period you wish to generate the
reports for.
Customer The customer that owns or leases the circuit.
Table 1214. The field descriptions for the Clarity Report Launcher Dialog box- for the
view displayed from the Assurance/Reports/Customer Related Reports/Circuit menu
option.
Button Description
Run Report To generate the report at the selected destination.
Table 1215. The Clarity Report Launcher- buttons.
REPORTS
Customer Related Reports
265
Cancel Report To cancel a report generation already in progress.
Button Description
Table 1215. The Clarity Report Launcher- buttons.
REPORTS
Customer Related Reports
266
To generate reports for Faults and Fault monitoring
1. From the Assurance menu, point to Reports and select Customer Related
Reports, then either click Faults or Faults Monitoring menu option. The
Clarity Report Launcher dialog box is displayed.
Figure 1215. The Clarity Report Launcher dialog box- the view displayed when using
the following menu options: Assurance/Reports/Customer Related Reports/Faults and
Assurance/Reports/Customer Related Reports/Faults Monitoring.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the start date and the end date of the period you wish to run the report,
in the From Date and the To Date fields respectively.
6. Enter the required customer type in the Customer Type field. Use the List of
Values.
7. Enter the required customer in the Customer field. Use the List of Values.
8. Click the Run Report button. The report is generated at the destination you
selected in step 3.
9. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
Note
If you do not specify the customer type or the customer, the report is
generated for all the customer types and customers.
REPORTS
Customer Related Reports
267
Fields
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
From Date The start date of the period you wish to generate the
report for.
To Date The end date of the period you wish to generate the
report for.
Customer Type The profile type of the customer.
Customer The customer that owns or leases the circuit.
Table 1216. The field descriptions for the Clarity Report Launcher- for the view
displayed when using the following menu options: Assurance/Reports/Customer Related
Reports/Faults and Assurance/Reports/Customer Related Reports/Fault Monitoring.
REPORTS
Customer Related Reports
268
Buttons
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1217. The Clarity Report Launcher - buttons
REPORTS
Customer Related Reports
269
To generate a report on Pending Faults
1. From the Assurance menu, point to Reports and select Customer Related
Reports, then click Faults Pending menu option. The Clarity Report
Launcher dialog box is displayed.
Figure 1216. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Customer Related Reports/Faults Pending menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the required customer in the Customer field. Use the List of Values.
6. Click the Run Report button. The report is generated at the destination you
selected in step 3.
7. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Customer Related Reports
270
Fields
Buttons
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Customer The customer that owns or leases the circuit.
Table 1218. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Faults Pending
menu option.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1219. The Clarity Report Launcher - buttons.
REPORTS
Reliability Reports
271
Reliability Reports
There are four types of reliability reports that can be generated.
Circuit Reliability - This report generates a list of the faults and
comments for circuits affected by a selected fault cause for a selected
date range.
Circuit Reliability of Customer - Use this report to find circuits
associated with a selected fault cause for a selected date range. This
includes the details of the circuit, the outage for all faults, and the
number of times the circuit is associated with a fault. The report is
grouped by customers associated with the circuit name.
Circuit Reliability Frequency - Use this report to find the number of
faults for each circuit grouped by fault cause. This information is
generated for a selected month and year.
Circuit Reliability Summary - Use this report to find circuits that are
associated with a selected fault cause, network operation centre,
month and year. Details of the circuits are shown, including its outage,
availability, frequency and associated customers.
REPORTS
Reliability Reports
272
To generate circuit reliability reports
1. From the Assurance menu, point to Reports and select Reliability Reports,
then click Circuit Reliability menu option. The Clarity Report Launcher
dialog box is displayed.
Figure 1217. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Reliability Reports/Circuit Reliability menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the start date and the end date of the period you wish to run the report,
in the From Date and the To Date fields respectively.
6. Enter the fault cause using the List of Values
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Reliability Reports
273
Sample Report: Circuit Reliability
Figure 1218. A sample report on circuit reliability.
Fields
Field Description
Destination Type The type of the destination, where the report is generate.
The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified as
File.
Table 1220. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability
menu option. (sheet 1 of 2)
REPORTS
Reliability Reports
274
Buttons
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
From Date The start date of the period you wish to generate the
report for.
To Date The end date of the period you wish to generate the
reports for.
Fault Cause The identification code associated with the cause of the
fault.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1221. The Clarity Report Launcher - buttons.
Field Description
Table 1220. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability
menu option. (sheet 2 of 2)
REPORTS
Reliability Reports
275
To generate a report for circuit reliability of customers
1. From the Assurance menu, point to Reports and select Reliability Reports,
then click Circuit Reliability of Customer menu option. The Clarity Report
Launcher dialog box is displayed.
Figure 1219. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Reliability Reports/Circuit Reliability of Customers menu
option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to generate the report, from the Report
Format list.
5. Enter the month you wish to generate the record on, in the Month field.
6. Enter the year you wish to generate the report on, in the Year field.
7. Enter the fault cause in the Fault Cause field. Use the List of Values
8. Enter the Network Operation Center (NOC), in the NOC field. Use the List of
Values.
9. Click the Run Report button. The report is generated at the destination you
selected in step 3.
10. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Reliability Reports
276
Fields
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Month The month you wish to generate the report for.
Year The year you wish to generate the report for.
Fault Cause The identification code associated with the cause of the
fault. This information is setup in the Assurance
reference data.
NOC The Network Operation Center you wish to run the
report on. This information is setup in the inventory
reference data.
Table 1222. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability of
Customers menu option.
REPORTS
Reliability Reports
277
Buttons
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1223. The Clarity Report Launcher - buttons.
REPORTS
Reliability Reports
278
To generate a report on the circuit reliability frequency
1. From the Assurance menu, point to Reports and select Reliability Reports,
then click Circuit Reliability Frequency menu option. The Clarity Report
Launcher dialog box is displayed.
Figure 1220. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Reliability Reports/Circuit Reliability Frequency menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish use, when generating a report, from
the Report Format list.
5. Enter the month you wish to generate the record on, in the Month field.
6. Enter the year you wish to generate the report on, in the Year field.
7. Enter the fault cause in the Fault Cause field. Use the List of Values
8. Click the Run Report button. The report is generated at the destination you
selected in step 3.
9. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Reliability Reports
279
Sample Report: Summary of Monthly Circuit Reliability
Figure 1221. A sample report of Circuit Reliability Frequency.
Fields
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Table 1224. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability
Frequency menu option. (sheet 1 of 2)
REPORTS
Reliability Reports
280
Buttons
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Month The month you wish to generate the report for.
Year The year you wish to generate the report for.
Fault Cause The identification code associated with the cause of the
fault. This information is setup in the Assurance
Reference Data.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1225. The Clarity Report Launcher - buttons.
Field Description
Table 1224. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability
Frequency menu option. (sheet 2 of 2)
REPORTS
Reliability Reports
281
To generate a report for circuit reliability summary
1. From the Assurance menu, point to Reports and select Reliability Reports,
then click Circuit Reliability Summary menu option. The Clarity Report
Launcher dialog box is displayed.
Figure 1222. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Reliability Reports/Circuit Reliability Summary menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating the report,
from the Report Format list.
5. Enter the month you wish to generate the record on, in the Month field.
6. Enter the year you wish to generate the report on, in the Year field.
7. Enter the fault cause in the Fault Cause field. Use the List of Values
8. Enter the Network Operation Center (NOC), in the NOC field. Use the List of
Values.
9. Click the Run Report button. The report is generated at the destination you
selected in step 3.
10. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Reliability Reports
282
Fields
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Month The month you wish to generate the report for.
Year The year you wish to generate the report for.
Fault Cause The identification code associated with the cause of the
fault. Examples for possible causes: equipment failure,
planned outage, etc.
NOC he Network Operation Center you wish to run the
report on. This information is setup in the inventory
reference data.
Table 1226. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Customer Related Reports/Circuit Reliability
Summary menu option.
REPORTS
Reliability Reports
283
Buttons
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1227. The Clarity Report Launcher - buttons.
REPORTS
Restoration Reports
284
Restoration Reports
This report is used to find the number of hours taken to restore faults that have
occurred in all the regions The report is grouped by region and details are
presented in text and graphical formats.
REPORTS
Restoration Reports
285
To generate a restoration report
1 From the Assurance menu, point to Reports and select Restoration
Reports, then click Region menu option. The Clarity Report Launcher
dialog box is displayed.
Figure 1223. The Clarity Report Launcher dialog box - the view displayed when using
the Assurance/Reports/Restoration Reports/Region menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Enter the month you wish to generate the record on, in the Month field.
6. Enter the year you wish to generate the report on, in the Year field.
7. Click the Run Report button. The report is generated at the destination you
selected in step 3.
8. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Restoration Reports
286
Sample Report: Restoration (Region)
Figure 1224. A Sample of a Restoration report.
Fields
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Table 1228. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Reliability Reports/Region menu option. (sheet 1
of 2)
REPORTS
Restoration Reports
287
Buttons
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Month The month you wish to generate the report on.
Year The year you wish to generate the report on.
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1229. The Clarity Report Launcher - buttons.
Field Description
Table 1228. The field descriptions for the Clarity Report Launcher- for the view
displayed from the Assurance/Reports/Reliability Reports/Region menu option. (sheet 2
of 2)
REPORTS
Reference Reports
288
Reference Reports
There are five reference reports generated:
Fault Cause - Describes all current fault causes in the database.
Fault Entity- Provides a name and description for all valid fault
entities.
Fault Impact- Provides an abbreviation and description of all valid
fault impact categories.
Fault Priority- Provides an identification code and description of all
valid fault priority categories.
Fault States- Provides an identification code and description of all
valid fault states.
REPORTS
Reference Reports
289
To generate a reference report
1 From the Assurance menu, point to Reports and select References, then
click one of the following from the menu, as per your requirement: Fault
Cause, Fault Entity, Fault Impact, Fault Priority or Fault States. The
Clarity Report Launcher dialog box is displayed.
Figure 1225. The Clarity Report Launcher dialog box - the view displayed when using
the reference reports options menu option.
2. Select the required destination type, from the Destination Type list.
3. If the destination type is selected as File, then enter the file name in the
Destination Name field.
4. Select the report format that you wish to use, when generating a report, from
the Report Format list.
5. Click the Run Report button. The report is generated at the destination you
selected in step 3.
6. If you do not wish to continue the report generation in progress, click the
Cancel Report button.
REPORTS
Reference Reports
290
Sample Report: Fault Impact
Figure 1226. A sample of a Reference report.
Fields
Field Description
Destination Type The type of the destination, where the report is
generate. The available options are as follows:
Cache
File
Destination Name A file name, if the selected destination type is specified
as File.
Report Format The format of the generated report. The available
formats are as follows:
Delimited
HTML
HTML StyleSheet
PDF
Spreadsheet
RTF
XML
Table 1230. The field descriptions for the Clarity Report Launcher- for the view
displayed for the reference reports options.
REPORTS
Reference Reports
291
Buttons
Button Description
Run Report To generate the report at the selected
destination.
Cancel Report To cancel a report generation already
in progress.
Table 1231. The Clarity Report Launcher - buttons.
REPORTS
Printing and Storing Reports
292
Printing and Storing Reports
To print a report
Once the report is generated, it is displayed using your default browser. Then
from the File menu, select Print and print the report.
Note
If you use the Print function in the Clarity Report Launcher dialog
box, it will print the Graphical User Interface (GUI) of the above
mentioned dialog box.
To store a report
The reports that are using the File destination type, are created on a server
location, where the reports are installed. The users who have access to the server
are permitted to view and print them.
Note
A file called report, with the selected file extension type is created
on the Report Server, under the directory: /app/clarity/temp.
293
I ND E X
A
Alarm Types Reports 240
Alarm Typing Reports 243
audit trail
querying 202
B
Breakdown Reports 258
C
cable core query
network fault query screen 39
cable sheath query
network fault query screen 45
cable sheath section
network fault query screen 40, 46
card query
network fault query screen 77
change status
viewing history 212
child faults 122, 174
circuit query
network fault query screen 47
closing
trouble tickets 198
creating
child faults for frame appearance records 93
child faults for port records 98
child faults for service records 99
fault records 156
faults for cable core records 86
faults for cable sheath records 87
faults for card records 88
faults for circuit records 90
faults for customer records 91
faults for frame container records 94
faults for frame unit records 95
faults for location records 96
faults for network element records 97
new service faults 36
trouble tickets 165, 196
trouble tickets for faults 165
customer contact details
viewing 178
Customer Related Reports 262
customers/services affected by a fault 100
F
fault attribute list
reference data screen 218
fault attribute templates
reference data screen 220
fault category
reference data screen 223, 244
fault cause
reference data screen 225
fault clearance codes
reference data screen 226
fault comments
viewing 179
Fault Details Reports 244
fault docket creation screen 36
fault edit module screen
fault comments section 139
fault details section 133
features 154
opening 132
querying faults 155
fault entity
reference data screen 228
fault impact
reference data screen 229, 258
fault links 116, 168
fault priority
reference data screen 230, 262
fault records
creating 156
fault states
I NDEX
294
reference data screen 231
Fault Summary Reports 247
fault timing codes
reference data screen 233
fault types
reference data screen 234, 271
fault workflow
querying 113
faults
creating child faults for frame appearance
records 93
creating child faults for port records 98
creating child faults for service records 99
creating faults for frame container records 94
creating faults for frame unit records 95
creating faults for network element records 97
creating for cable core records 86
creating for cable sheath records 87
creating for card records 88
creating for circuit records 90
creating for customer records 91
creating for location records 96
customers/services affected by a fault 100
modifying 160
faults work flow management screen 112
opening 102
features
fault edit module screen 154
faults work flow management screen 112
network fault query screen 84
service fault query screen 32
trouble ticket work flow management
screen 128
trouble tickets screen 194
frame appearance query
network fault query screen 58
frame container query
network fault query screen 52
frame unit query
network fault query screen 57
H
Heading2
Service Search Fields tab 20
L
launch
SLA Manager 116, 143, 168
links 116, 168
links impact 174
location query
network fault query screen 66
M
modifying
faults 160
trouble tickets 197
N
network element alternate name query
network fault query screen 78
network element query
network fault query screen 71
network fault query screen
cable core query 39
cable sheath query 45
cable sheath section 40, 46
card query 77
circuit query 47
features 84
frame appearance query 58
frame container query 52
frame unit query 57
location query 66
network element alternate name query 78
network element query 71
opening 38
port query 76
P
parent and child faults screen
child faults section 122
opening 120
parent faults section 121
parent faults 121
port query
network fault query screen 76
Printing Reports 292
Q
querying
fault workflow 113
service faults 33
trouble ticket workflow 129
trouble tickets 195
querying faults
I NDEX
295
fault edit module screen 155
R
reference data screens
fault attribute list 218
fault attribute templates 220
fault category 223, 244
fault cause 225
fault clearance codes 226
fault entity 228
fault impact 229, 258
fault manager 216, 238
fault priority 230, 262
fault states 231
fault timing codes 233
fault types 234, 271
trouble ticket groups 235
Reference Reports 288
Reliability Reports 271
Reports 237
Reports Generated Fault Manager 238
Restoration Reports 284
S
Sample of a Breakdown Report 260
Sample of a Reference Report 290
Sample Report of a Circuit Reliability 273
Sample Report of a Service Report 253
Sample Report of a Summary of Faults by WG 256
Sample Report of a Summary Report 249
Sample Report of Alarm Types 241
Sample Report of Circuit Reliability Frequency 279
Sample Report of Fault Detail 245
screens
fault edit module 132
faults work flow management 102
network fault query 38
parent and child faults 120
service fault query 18
status change history 212
trouble ticket work flow management 124
trouble tickets 188
service fault query screen
circuits section 23
fault history tab 29
features 32
network faults tab 28
open faults tab 25
opening 18
search fields 19, 20
services section 22
service faults
creating 36
querying 33
SLA contract 116, 143, 168
status
change history 212
status change history screen 212
Storing Reports 292
T
trouble ticket groups
reference data screen 235
trouble ticket work flow management screen
features 128
opening 124
trouble ticket workflow
querying 129
trouble tickets
closing 198
creating 165, 196
modifying 197
querying 195
viewing 164
viewing comments 199
trouble tickets for faults
creating 165
trouble tickets from workflow 130
opening 130
trouble tickets screen
features 194
opening 188
V
viewing
change status history 212
customer contact details 178
customers/services affected by a fault 100
fault comments 179
trouble tickets 164
trouble tickets comments 199
I NDEX
296
About Clarity
Clarity provides an award winning solution that is designed to simplify the operations of communications networks. It
reduces the process times and cost to manage network operations and consequently improves the customer experience.
It is used globally to support fixed, mobile, data and converged networks, and supports any combination of next gener-
ation and legacy networks technologies.
The Clarity portfolio is used to support core business processes, including the deployment and management of network
build and deployments; the creation and selling of products through a unified product catalog; the automation of order
fulfilment through to network activation; and the assurance of network performance and quality. It is architected as a
modular product that streamlines the 17 eTOM elements of OSS into a single unified suite. This optimum architecture
provides executive visibility of network impact on revenue and customer experience across both service fulfilment and
assurance.
Established in 1994, Claritys solutions currently help operators around the world manage over 250 million subscribers.
For more information, please email us at info@clarity.com or visit www.clarity.com
CLARITY INTERNATIONAL LIMITED
LEVEL 3
15 BLUE STREET
NORTH SYDNEY NSW 2060
AUSTRALIA
TEL: +61 2 9925 5000
FAX: +61 2 9955 9999