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Lumen help

Creating a repair ticket for Internet On‑Demand

Using NaaS Manager, you can create a repair ticket for a Lumen® Internet On‑Demand connection if you need to troubleshoot an issue such as a failed connection or an existing connection not working. Once you create the ticket, you can track its status with other portal support tickets. 

To create a repair ticket for an Internet On‑Demand connection:

  1. Click Services.

    Control Center shows the Services console. Use the console to access an inventory of your services, check the status of orders, and manage your services.
Services console
  1. In the Service Managers box, click Network-as-a-Service (NaaS).
     

The NaaS Manager Overview lists connection options. 

NaaS Manager Overview tab
  1. Click the Services tab.
     

NaaS Manager shows a list of NaaS services. 

NaaS Services tab
  1. Click the Internet tab. 

    NaaS Manager lists your Internet On‑Demand connections with a status and a brief summary for each connection (name, status, bandwidth, and location). 
  1. Click the  icon in the Actions column next to the service you want to view details for, then click Repair Ticket. 

    Control Center shows the Create New Repair Ticket page and fills in some of the information for you. 
NaaS Internet On-Demand repair ticket
  1. Fill in the remaining details for your ticket:
    1. Fill in the Repair Information section with the issue that is occurring. If you have a ticketing or tracking number from one of your systems, type it in the Customer Internal ID field. 
    2. In the Authorization section, select the options you authorize Lumen to perform.
    3. Add screenshots or other documents in the Attachments section. 
    4. In the Contact Information section, do the following:
      1. In the Preferred Contact Method field, select how you want Lumen to deliver status updates for this request. 
      2. Enter primary contact information for the person you'd like contacted with updates.
      3. Add secondary contact information if you'd like another person notified of updates. 
  1. Click SUBMIT TICKET. 

    Control Center shows a confirmation message with the support ticket ID and sends a confirmation email to the contact(s) you gave us. 
  1. Click OK.

    You can now track the status of your ticket in Control Center.