Update Information in a Repair Ticket

After you create a Repair Ticket, you can edit the contact information, add work log notes, or add attachments to update the ticket without having to cancel it and create a new ticket.

Note: You cannot make changes to tickets in Closed or Canceled status.

To update information in a Repair Ticket:

1. Sign in to Business Hub.
2. Click Support > Ticketing.

Business Hub lists all tickets—repair, potential repair, activation, configuration, maintenance inquiry, and reason for outage (RFO)—including tickets Brightspeed created on your behalf. By default, tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: Active, Canceled, Closed, etc. Potential tickets are designated by a yellow flag. Tickets that require a reply from you are designated by a green flag.

3. Search for the ticket you want by doing one of the following:
   
   
   1. Scroll through the tickets on the screen. If you have more than 20 tickets, use the arrows at the bottom of the list to view more tickets.
   2. Search for the ticket by typing search criteria in the Search field.
   3. Filter the list by selecting Repair from the All Ticket Types list. You can also filter by ticket status (using the All Statuses list) or by the date the ticket was created (using the All Created Dates list).
      
      
4. When you find the ticket you want to update, click the row.

The Business Hub displays the details for the ticket.

Note: Before you update the ticket, review it to verify you’re updating the correct one. To view all details for the ticket, click the plus sign () next to the ticket status.

5. Make updates to the Repair Ticket.
   
   
   1. To add a work log note (to communicate with your Brightspeed technician), type your note in the Add a Note field. Click Add Note.
   2. To change your authorization for remote, intrusive testing or for whether you authorize Brightspeed to dispatch a technician to the site, click the Authorization section, make your changes, and then click Save Authorization. If you select Yes to authorize us to dispatch a technician, be sure to provide a local contact for the site and include dispatch instructions.
   3. To update the contact information for the ticket, click the Contacts section. Edit the information for the contact(s), and then click Save Contacts.
   4. To attach a document, click the Attachments section. Click Add Attachment and browse to locate the file. Click Open > Save Attachments. You can upload up to two files—no more than 2MB each.