Tickets, Network Events, and Dynamic Workflows
Ticketing within Vision has several distinct components to satisfy service provider and subscriber requirements. At its core, Vision Ticketing exists to record and more easily resolve problems.
To most service providers, Ticketing means tracking and managing subscriber trouble tickets. Problems come to a provider by way of its call center or other support channels, and providers quickly record the issue and marshal resources to resolve the problem. Vision begins by first assigning tickets explicitly to the service, invoice, or location they affect. With Vision, we narrow this focus further by providing multiple dimensions with which to categorize tickets, such as problem categories and sub-categories. To any ticket, operators may add formatted text and attachments to capture actions taken to resolve an issue.
It often occurs that a ticket created to record a simple issue evolves to manage complex processes. For this, service providers use Vision’s Dynamic Workflows. With Dynamic Workflows, you can create any number of tasks, dependent on one another based on their completion or populated fields. Tasks may be assigned to multiple people or groups, with unique and cascading due dates, and tasks only appear on a user’s task list when the Workflow knows they’re ready to be worked.
Once a Dynamic Workflow is complete, it becomes available for revision and publishing as Static Workflow for subsequent use in your organization.
Network Events may be planned or unplanned. Unplanned events occur when equipment and resources perform in a manner which impacts service offerings or operations in undesirable ways, while planned events may be upgrades, requiring a procedure before approval and action. To capture these, service providers need only a Network Event ticket within Vision. The event may trigger a series of tasks, such as creating customer notification tickets (Created by system) or composing a Method of Procedure. Subsequent Subscriber Tickets may also be attached to a given event.
Automation and Equipment Integration
Vision leverages its Network Resource Management and Inventory Modules to drive its next generation automation and equipment integration platform.
In Inventory, we define the product, both in terms of its physical configuration (i.e. card, ports, etc.), services for which it may be used (i.e. DSL or GPON) and also its accessibility to Vision for monitoring and configuration. We may define a card as being having 8 Gigabit Ethernet ports, and accessibility via a specific interface and/or API calls. This level of accessibility provides Vision the ability to monitor and provision aspects of the hardware.
Within Network Resources, we define the physical and logical connections required to provide services of specific types. For example, we understand that a Fiber based internet package may require a Last Mile circuit, an ONT, a GPON SFP and appropriate provisioning of all equipment to provide service at the required tier. Vision knows the location of the physical plant, the location and type of service requested, as well as the equipment presently in place and accessible required to provide it. With the accessibility of the equipment configured within Vision, Vision is then capable of communicating with the hardware to automate subscriber provisioning and monitor the state of the hardware and connection.
Vision currently supports specific Calix based communications hardware. Subsequent releases will add support for additional hardware and platforms.