GTA Network Management Systems

1
GTA Network Management Systems
On Behalf Of BellSouth
2
Navigation
Z QYR

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Introduction

• The Customer Network Management Portal (CNMP or
  Portal) is a web application that gives the
  agency detailed information on the status of the
  network for IP services customers.
• The Portal controls access to
• Netcool Reports on network outage events
• InfoVista Tracks network performance
• CTTS Customer Trouble Ticketing System

• This training will provide instruction on how to
  use each application
• CNM Portal
• Netcool
• InfoVista
• CTTS

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CNM Portal Management

• Portal management will be administered by the GTA
  Network Management Team, including
• Establishing new users
• Resolving user issues
• Changing user entitlements (these define
  permissions)
• For a new portal ID, email gtasolutionsmrktg_at_gta.g
  a.gov or
  JJCHAMBE_at_gta.ga.gov
• To report trouble, call the Command Center at
  [phone].

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CNM Portal View

• Everything within the Portal will be determined
  by your user ID.
• When you log in to the portal, your user ID will
  define
• Which GTA Region or Agency levels you should be
  able to see
• What devices you may poll to determine status
• Which devices and routes you may query to measure
  response times
• What tickets you may open to read updates

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CNM Portal User Entitlements

• Levels of views are dependent on permissions
• TCC / NOSC users will be able to monitor
  devices down through all levels
• GTA Regional Operations will be able to see all
  levels within their geographic area
• Agency users will be able to see within their
  agency and sub-agencies statewide
• Sub-Agency users will be able to see only
  within their sub-agency

Agencies will be able to see within their agency
regardless of GTA Region, and retain visibility
into their sub-agencies regardless of GTA Region.
TCC / NOSC
GTA Regional Ops
Agency
Sub-Agency
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CNM Portal Interface
To access the CNM Portal, open an internet
browser and go to https//cnmp.bellsouth.net/porta
l/
Enter a User ID and Password, then click Login
The portal will open and display a tabbed
interface
dfcsuser
? ? ? ? ? ?
and a list of functions that are currently
accessible
At any time, click home to get back to this page
Click logout when finished before closing the
browser
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CNM Portal Interface

• The CNM Portal consists of a single sign-on
  point, and controls access to other applications
  and functions
• User Management Modify Personal Information
• Netcool Alert Management System
• InfoVista Performance Monitoring Tool
• CTTS Customer Trouble Ticketing System

Other tabs and functions are either assigned to
the Administrator, or not yet available.
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Modify Personal Information
User ID Properties cannot be modified
To modify your personal information, select User
Management, and then select Modify Personal
Information
Personal Information change if needed
Change Password enter old new password
Select Modify to save the changes
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Naming Convention
GTA
GDOC
1
003
Each device needs a unique name to identify it on
the network
The device name will start with GTA as the first
three letters
So it will work like this
State Level (GTA)
GTA
We will examine GTAGDOC1003 and see how the name
is derived
The next four letters are derived from the Agency
name
Agency (GDOC)
GDOC
GTA Region (1)
1
The next single number indicates the GTA Region
Site (003)
003
The last three numbers indicate the specific
Device (003)
The number after the site location 003, indicates
the number of routes or devices at that location.
That means that 003 (2) has 2 managed routes or
devices at that location that we will be able to
monitor using the CNMP applications.
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CNM Portal Summary

• Each of the Portal selections covered here will
  launch an application in the same window, below
  the Portal interface tabs.
• At any time, you may make another selection from
  the Portal to change applications, or logout of
  the Portal when you are finished.

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Netcool Introduction

• Netcool is a network outage event application
  that operates within the CNM Portal.
• Netcool gives the agency real-time information on
  the status of the network for IP services
  customers with color-coding for quick at-a-glance
  network diagnostics.

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Netcool Access Levels

• Level of view within Netcool is dependent on the
  Portal username
• ? GTA Management and NOSC personnel will see the
  highest
• levels of the MPLS network, and can drill
  all the way down
• ? GTA Regional operations will see all alerts
  within their GTA Region
• ? Agencies will see all alerts within their
  agency
• ? Sub-Agencies will see all alerts within their
  sub-agency

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Netcool
The Netcool interface is displayed.

• To access Netcool from the CNM Portal, click on
  the Network Management tab and select View Fault
  Events.

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Netcool Alarm Indicators
All Netcool alarm events are color coded by
severity, and categorized by status. The
severity color indicates the importance or
urgency of the event, and the status indicates
whether the event has been acknowledged.
Green Clear event. No active alarms.
Purple Indeterminate An event that has been
resolved. This usually occurs when a problem has
been resolved or cleared and the node or
interface is still returning to normal.
Red Critical alarm - Service impacting
alarm. Examples Node down (NMS lost network
connectivity to device) Node unreachable (NMS
lost route to device) Network unreachable (NMS
lost route to network)
Light Blue Warning Examples CPU back to normal
(CPU lt 60 busy) Interface error returned to
normal (lt 3 error rate) Memory returned to normal
(gt 20 available memory) SNMP agent up (NMS can
query device) Node up (connectivity restored to
device) Buffer is back to normal (alarm
automatically clears after 4 hour waiting period)
Orange Major alarm - Service impacting
alarm. Examples CPU alarm (CPU gt 85
busy) Interface error alarm (gt 5 interface error
rate) Memory alarm (10 available memory) Link
down alarm (interface lost carrier or LMI)
Before we get too far into Netcool, lets look at
the alarm colors and meanings that will be
displayed in the Netcool console.
Yellow Minor alarm - Non-service impacting
alarms Examples CPU alarm (CPU gt 60 lt 84
busy) Interface error alarm (3 - 5 interface
error rate) Memory alarm (gt 10 lt 20 available
memory) SNMP agent down alarm (String nms can
not query device) Buffer failure alarm (buffer
failures have occurred on device)
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Netcool Interface
It is important to understand that the main
Netcool screen is presenting the same event
information in four different ways 1. Network
Status 2. Alarm Summary 3. GTA Region
Status 4. Agency Status By looking closer at
each of these four sections, we can determine
just what each section represents.
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1. Network Status
Network Status displays the total number of all
alarm events, along with the color of the most
serious current alarm event. This means that
there are 52 total events of different
severities, and the most severe is a Critical
(red) event.
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Event Details List
Click the All Events icon to open a detailed
description of all 52 events, sorted from most
serious to least serious. Scroll down for
details on the lesser alarms not visible.
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Alarm Event Details
1 2 3 4 5 6 7 8 9

• There are 9 fields in the information displayed
  once an object has been selected
• Event ID- a system generated unique identifier
  number
• Remedy Ticket - The Remedy ticket number, once
  it is assigned (BellSouth ticketing system)
• Node - The device name for the affected route or
  device
• City The city in which the device is located
• ACK Indicates whether the alarm has been
  acknowledged.
• Summary A brief summary of the alarm
• First Occurrence A Date/Time stamp of the
  alarm, indicating the time/date when the device
  first went into alarm
• Count The number of times a device has alarmed
  since the initial alarm
• Last Occurrence - Date/Time stamp of the last
  time the system indicated an alarm

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2. Alarm Summary
Of the 52 alarms listed in All Events, the Alarm
Summary section displays only the events that fit
into these parameters
Click any of the alarm icons listed in Alarm
Summary to open a list with the details for those
alarm events.
Critical An outage affecting more than one site
Major Outage at an individual site
Last 30 Mins Events in the last 30 minutes
Count gt 5 Error rate greater than 5 on a given
interface
Minor Any error that does not cause an outage
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3. GTA Region Status
Compare the orange Athens icon to the alarm color
codes, and well see that the most serious alarm
in that GTA Region is a Major alarm.
If we compare the red Rome icon to the alarm
color codes, well see that the most serious
alarm in that GTA Region is a Critical alarm.
Each Region icon color corresponds to the most
serious alarm within that GTA Region. Remember
the alarm color codes?
Click any of the GTA Region alarm icons to open a
list with the details for those alarm events in
that GTA Region. This is the list generated by
clicking the Rome icon.
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4. Agency Status
Similar to the GTA Region status, the Agency
icons represent the highest status of alarm
events within each Agency, regardless of GTA
Region.
Click any of the Agency alarm icons to open a
list with the details for those alarm events in
that Agency. This is the resulting list generated
for DLAW, with most serious events listed first.
Since they have red icons, DHR and DLAW both have
Critical events as the highest alarm.
With yellow icons, DOC DTAE both have Minor
events as the highest alarm.
DMVS has Indeterminate as the highest level alarm.
DJJ, DNR, and CSB are clear, with green icons
indicating no current alarms.
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Netcool GTA Region or Agency View

• Level of view within Netcool is dependent on the
  login username
• ? GTA Management and NOSC personnel will see the
  highest
• levels of the MPLS network, and can drill
  all the way down
• ? GTA Region operations will only see alerts
  within their GTA Region
• ? Agencies will only see alerts within their
  agency
• ? Sub-Agencies will only see alerts within their
  sub-agency

The 4 GTA Region purple icons are regions where
DOC has offices with active alarms, so the agency
has visibility into those GTA Regions, but only
as it pertains to DOC.
The Netcool main screen we have been working with
is from a GTA perspective- all agencies and all
GTA Regions are visible. An Agency or GTA Region
view will look similar but will show fewer
results belonging only to that Agency or GTA
Region.
Here is a GDOC Netcool screen. All Events has
only 5 total alarms, and the most serious is
indeterminate. We know that because the All
Events icon is purple.
The Alb, Athens, Atl_Cen, Atl_N, Aug, and Mil
icons are all green, which tells us there are no
alarm events for the GDOC offices within those
GTA Regions.
The DOC agency icon is purple, and all others are
green. This doesnt mean that all other
agencies have no alarms it means they are
masked, and will not show any results with a GDOC
user ID.
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Netcool Summary

• Netcool is a fault management tool.
• It is important to remember that Netcool doesnt
  measure performance it only indicates the
  presence or absence of traffic from network
  devices and routes.
• Similar to a ping command, as long as traffic is
  returned, it can be demonstrated that the network
  devices and routes are still intact and
  functioning.
• When the traffic is not returned for a device or
  route, Netcool displays an alert to indicate that
  lack of a returned message. So if you receive a
  call reporting that the network is down, Netcool
  is your first verification tool in diagnosing the
  issues at hand.
• To measure metrics indicating network performance
  or slow-downs, and to compare performance for
  select dates, select the InfoVista application
  within the CNM Portal.

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InfoVista and Internet Metrics

• Latency The time delay for a packet of data to
  get from one point to another point
• Packet Loss The percentage of packets sent that
  will be lost (out of 100) in transmission
• Jitter the variation in the time between packets
  arriving critical in VoIP applications, but
  less important for email, data, etc.

Latency is typically expressed in milliseconds,
or ms, and measures the transmission time to
travel to the destination and return.
Contributors to latency include the transmission
medium (wire, fiber, etc.), packet size, hardware
involved, and other variables.
Packet loss may be an indication of network
congestion or other factors.
Jitter is frequently caused by packet
transmission delays.
Latency shown here is 72 ms
P I N G
time72 ms
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InfoVista Interface

• To access InfoVista from the CNM Portal, click on
  the network management tab and select View
  Performance Reports.

InfoVista will launch just below the Portal
interface tabs.
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InfoVista Tabs
The InfoVista tabs allow access to device metrics
and reports
CPE Top Bottom tab Top bottom 10 CPE
devices rated by CPU usage and load
Access tab Metrics displaying latency, jitter,
and packet loss for access lines and routes
Access Top Bottom tab Top bottom 10 access
routes rated by latency
Main page tab Starting point for InfoVista
CPE tab Metrics for CPE devices displaying CPU
memory usage on the CPE, WAN Interface metrics,
and Frame Relay metrics
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InfoVista Time Navigator

• Both the CPE tab and the Access tab contain the
  Time Navigator.
• The final reports and graphs also contain Time
  Navigator functionality.

In addition to the 5 tabs available, youll need
to know about the Time Navigator and the Device
Navigator to locate the correct information.
The Time Navigator designates the date for any
generated reports. It also specifies the time
period length for the report.
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InfoVista Time Navigator
The purpose of the Time Navigator is to specify
the date and time period prior to generating a
performance report. The report date and time are
specified using these controls
?
?
?
?
?
?
?

• Navigation arrows
• Time period (specified for report)
• Calendar icon
• Time period menu
• GO button

The navigation arrows will increase or decrease
the time period by the time period displayed in
the time period menu. If the time period menu is
set to Daily, each arrow click will change the
date by one day. If the time period menu is set
to Monthly, each arrow click will change that
date by one month. Each arrow click will ALSO
refresh the display if a graph has already been
generated, slowing the application considerably
while waiting to reload it.
The GO button is used to generate the report
after entering a date directly into the field via
keyboard. If the time period is altered using the
navigation arrows or the calendar function,
InfoVista will begin to create the report when
the new date is selected.
The time period may be directly entered into this
field using the keyboard, or it may be changed
with the navigation arrows to move it forward or
back in one day intervals, or a new date may be
selected using the calendar function. Once set,
any generated report will contain data for this
time period until the time navigator is reset or
modified again.
The time period menu selects the time period for
a report whether it will cover a day, a month,
or a year. As the time period menu is selected,
the time period on the left will change to
reflect the new time increment.
The calendar function is convenient for adjusting
the reporting period by larger amounts. Click
the calendar icon, use the left right arrows at
the top to display the desired month, and then
click on the desired date to generate the report.
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InfoVista Time Navigator
As the time period is selected on the right side,
the time period field on the left side will
change to match that time increment.
By selecting Monthly, InfoVista will change the
left field again to allow for monthly
choices. The same with Quarterly and Yearly
selections, or all the way back down to Hourly if
needed.
Within the Time Navigator, some fields will
change as you make your selections.
Lets look through the time period options, and
watch the time/date field on the left side as it
changes.
Whether we want to look at performance metrics
for yesterday, last week, or last month, the Time
Navigator is the first stop to select the date
for reporting metrics.
The default time period is Daily. The date field
to the left displays the date, and allows the
date to be entered or altered. If we click the
time period menu and change it to Weekly, the
date field on the left will change to allow
selection by weeks.
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InfoVista Device Navigator

• Both the CPE tab and the Access tab contain the
  Device Navigator.

Just as the Time Navigator selects the time
period to examine metrics or create a report, the
Device Navigator selects the target device or
access route for any generated performance
reports.
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InfoVista Device Navigator
Remember the naming convention example in the
portal section? That example was taken right out
of InfoVista. If youre familiar with Windows
Explorer, youll notice that the Device Navigator
is similar. Just like in Windows Explorer, use
the tree on the left pane to navigate or drill
down to the desired location or device.
Select the ? symbol to view devices below.
Select the next ? symbol to view additional
devices.
and select the desired target device.
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InfoVista Device Navigator

• Right-click on a listing below and a small menu
  will pop up.
• Click on any selection to generate performance
  reports
• Shows a list of frequently used daily and weekly
  reports
• Shows WAN Interface metrics specific to this
  device
• Shows Frame Relay metrics specific to this device
• Shows Router performance metrics specific to this
  device
• Updates all visible panes to display metrics for
  the selected device

Lets look closely at GTAGDOC1001. The target
site location 001 shows a (4) after it. This
indicates that 4 devices or interfaces are at
that location. Click on 001 (4) and you can see a
list showing those device or interface names.
The first device is always the CPE router. It
is followed by an ATM interface, and 2 virtual
access lines.
If you right-click on the CPE device as we did
here, you will not get any results for WAN
Interface or Frame Relay reports. Thats
because this is not a WAN Interface or Frame
Relay device. To get meaningful results, you
must first select a device that matches the
report type for the metrics you want.
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InfoVista CPE tab
The CPE tab displays Router Performance metrics,
WAN Interface metrics, and Frame Relay metrics.
The CPE tab is the starting place for diagnosing
any performance-related issues with CPE devices.
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InfoVista CPE Router Performance Report
The CPE tab page contains several types of
information. By breaking it into sections, we can
examine each part of it separately.
Weve already looked at the tabs, the time
navigator, the device navigator and each of their
functions. Lets remove all of those so we can
get a better look at each of the CPE panes
containing devices and metrics.

• Well explore each pane individually-
• Router Performance Report
• WAN Interface Report
• Frame Relay Report

Click on any device name for more detailed
information on that CPE. Well select
GTAGDOC2005. The report is generated, and it
shows hourly CPU and memory usage over a 1 day
period. Other quick reports are available by
clicking the arrow next to the CPU usage numbers.
Well look more into understanding reports
later, but this covers the very basics of
generating a performance report on a CPE device.
The default Router Performance Report pane
displays the top 10 CPE devices measured by CPU
usage.
Memory usage is also displayed. These two
metrics provide a snapshot of the daily CPE
traffic load.
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InfoVista CPE tab WAN Interface Report

• Router Performance Report
• WAN Interface Report
• Frame Relay Report

The WAN Interface Report lists metrics on each
interface, including
Availability The percentage of time that the WAN
interface is available
In Avg The average amount of incoming traffic in
Megabytes per second
In Peak The highest amount of incoming traffic
in Megabytes per second
Out Avg The average amount of outgoing traffic
in Megabytes per second
Out Peak The highest amount of outgoing traffic
in Megabytes per second
In Avg Load Average amount of incoming traffic
on the selected circuit
Out Avg Load Average amount of outgoing traffic
on the selected circuit
Out Peak Load Peak amount of outgoing traffic on
the selected circuit
In Peak Load Peak amount of incoming traffic on
the selected circuit
IN PEAK is the highest amount of traffic on this
interface. This is important if youre
experiencing congestion or bogging down issues!
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InfoVista CPE tab WAN Interface Report
Click on the arrow near the Availability
percentage to generate a report
Each graph displays time across the bottom and
load percentage on the left side.
Or select any device to view a report displaying
time and load percentage.
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Frame Relay pane

• Router Performance Report
• WAN Interface Report
• Frame Relay Report

47
34
The Frame Relay pane indicates a daily average
for inbound and outbound traffic, measured in
percent according to capacity.
21
20
12
Click on any inbound or outbound percentage
metric to generate a report. GTAGDOC8011 shows in
inbound average of 22.132 percent for the day.
The graph report indicates actual traffic from
12 to 47 for that day.
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CPE
tab
CPE Top Bottom
The CPU devices are rated on a daily average of
CPU usage measured in percent.
The CPE Top Bottom tab displays a quick
reference listing of the top and bottom 10 CPE
devices rated by CPU and memory usage.
Daily CPU usage in percentage
Daily Memory usage in percentage
Top 10 devices by CPU usage
Bottom 10 devices by CPU usage
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CPE Top Bottom tab
The reporting period may be modified as desired
using the time navigator along the top.
CPU usage in percent
This is an hourly graph, but it can be modified
to display daily or longer time periods.
Metrics are displayed for that device showing CPU
and memory utilization.
t i m e i n h o u r s
Similar to the CPE tab, select any device to see
more details on usage metrics for that device.
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Access tab
CPE Top Bottom
The Access tab contains metrics displaying
latency, jitter, and packet loss for access lines
and routes.

• CoS categories include
• BE Best Effort
• PB Priority Business
• IA Interactive
• RT Real Time

The BE annotation after the site name indicates
the Class of Service (CoS) level. BE is Best
Effort.
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Access tab
Navigating the Access Reports page is very
similar to the CPE Reports page, with the Time
Navigator
and the Device Navigator.

• The right pane, Availability Report, displays the
  same routes that are shown below the Device
  Navigator, along with additional information
• Latency
• Packet Loss
• Jitter

43
Access tab

• Detailed report data is also accessible by
  right-clicking any route within the Device
  Navigator.
• This will open a menu with the following
  selections
• Show Instant Reports
• Performance Metrics
• Synchronize All

will open this window, and clicking any selection
will generate an instant report displaying jitter
metrics for the selected time period as listed.
populates the right pane with metrics for the
selected device
will update the data to the newest available for
the time period chosen.
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Access tab Show Instant Reports
Double-click on any report line to generate a
graphic display
The performance graph will be generated for the
selected device, similar to the instant reports
in the CPE tab.
45
Access Top Bottom
Access
The Access Top Bottom tab contains a quick
reference listing of the top 10 and bottom 10
access routes rated by latency.
46
Access Top Bottom tab
Similar to the ACCESS tab, you may select either
the device name or the metric value to generate a
graphic report.
This list displays the bottom 10 Access lines for
usage (average) in the time shown.
This lists Packet Delivery (average) for the same
time period shown above.
This lists the Latency (average) for the same
time period shown above.
This list displays Availability during the same
time period.
This list displays the top 10 Access lines for
usage during the time period shown.
This list displays Packet Delivery during the
same time period.
This lists the Latency (average) for the same
time period shown above.
This list displays Availability during the same
time period.
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InfoVista Metrics Reports
At the top of the report, there is a modified
version of the Time Navigator. Once a report has
been generated, you can modify the time period or
report date forward or back to view adjacent
dates and view performance metrics without
closing the window and then starting over. We
have the same navigation arrows, calendar, and GO
button as the Time Navigator. There is also an
additional field that defines the time span of
the report- whether it covers a day, week, or
longer. The timeline on this report is set to
begin at noon and display 1 day of data. You
can set the start date and time, set the
duration, and then view a report on any time
period for which data is available.
If we examine the router performance report to
the right, CPU usage is being measured. The
highest value on the scale displayed along the
left side is 36. That indicates 36, although
the highest CPU spike actually reached only 32.
InfoVista resizes the scale to fit the data. If
the CPU were to suddenly spike again and rise to
65, the next time this data is polled, InfoVista
would resize the graph so the new spike would
fit. The left side would be renumbered so it
would reach 70 at the top, and all the data
would still fit within the graph. The graph will
auto-adjust to fit the lowest and highest values.
InfoVista reports may have differing appearances
based upon several factors. Regardless of how
they appear, reports will all have a few things
in common.
InfoVista reports span a period of time that is
indicated across the bottom of the graph.
Whether it measures hours, days, or weeks, older
time is on the left side, with more recent events
on the right side.
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65
48
Interpreting Results

• As the time period and the duration are modified,
  any new reports that are generated will display
  performance metrics for that new timeline.
• Here we can see reports with the timelines set to
  
• Hourly, covering a 1 day period
• Daily, covering a 1 week period
• Weekly, covering a 2 month period
• This allows report time periods to be customized,
  showing hour-by-hour performance peaks, or weeks
  and even months at a time to see larger trends
  that would not be obvious while viewing hourly or
  daily metrics.

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Use This Report
10

• The controls across the top of the graphic report
  include report date
• in addition to
• Formats
• Explain
• Latest

Allows the data to be displayed (and then saved)
in several formats.
Generates a small window to explain the data and
values displayed in each graph.
Refreshes the data to display the newest report
data available.
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Save This Report

• Reports are a visual medium, and must be
  versatile to in order to be useful, whether to be
  emailed, printed, archived, or posted online.
• Click the Formats button at the top left corner
  of a report and select the desired file type.
  The report will be generated in a new window.
• The Formats button allows the report to be saved
  in several formats including
• PDF file
• Plain text file
• Excel spreadsheet
• XML code for a web page
• Save the new file as you would any other file,
  and then email, print, post to a webpage, or
  archive on a network drive.

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InfoVista Summary

• As a network performance monitoring tool,
  InfoVista can help to diagnose network traffic
  issues by displaying CPE router statistics and
  traffic in out of a site experiencing lag or
  latency issues.
• That information spans time periods from yearly,
  for understanding larger trends, all the way down
  to hourly, for examining data traffic in and out
  of a specific location or along a specific route.
  
• A quick glance at InfoVista may be all you need
  to verify the congestion or latency issues that
  are being experienced.

52
CTTS (Customer Trouble Ticketing System)
This enables you to easily look into the
ticketing system and check on the status of your
ticket without having to call anyone. You can
also see exactly what is being done to resolve
your issue and observe the details of testing and
other diagnostics, rather than wondering what is
being done to resolve your issue.
53
CTTS Interface

• To access CTTS from the CNM Portal, click on the
  trouble management tab and select Trouble Ticket
  Console.

54
CTTS Interface
Bulletins - A list of current bulletins. Scroll
down for more bulletins and click on the blue
date/time to open view bulletin details.
Search Controls Users may search trouble
tickets or bulletins. Note The Submit Bulletin
feature is disabled and non-functional.
Trouble Ticket Listing A list of current
trouble tickets. Scroll down for more tickets
and click on the blue ticket number to open
view details.
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CTTS Search

• Scroll down for more ticket numbers.
• If a ticket is not listed here, you may search
  for it.
• To search for a ticket, enter the ticket number
  into the Search on Ticket field. Partial
  ticket numbers are okay.
• Click the Search button. The first ticket is
  opened and the list below contains any additional
  matches to your search.
• Select your ticket to open it and view the
  details.

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Reading a CTTS Ticket
Below Work Log, there is an Audit History link.
The Audit History contains a listing of each
field on the CTTS form that was changed, along
with the date/time stamp that records when it was
changed. When the ticket severity or status is
changed, there will be entries for each of those
in the Audit History showing previous value (if
any) and new value what it was changed to.
Scroll down for more information.

• Once ticket 0003332 is open, you can see that the
  problem summary states that GTAGDOC9009 is
  observed as down, and this ticket has been
  closed.
• To read additional details and history, click on
  the Work Log link.
• The Work Log contains a listing of everything
  entered into Detail Description, and details of
  exactly what was done, along with date/time
  stamps and user ID of the person that entered the
  information.
• The time and user ID are shown here.
• Scroll down for more work log entries.

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Reading a CTTS Ticket
The BellSouth tab contains tracking and routing
information specific to BellSouth. The
Notifications tab contains information regarding
paging escalations and notifications.

• There are other tabs and fields that contain
  additional information and details about the
  affected device, but the majority of the
  information will be found in Work Log.
• The Equipment tab displays information specific
  to the device and location addressed in the
  ticket. It also specifies the physical location
  of the site.

Ticket Number is automatically assigned
Status - New, Open, WIP, Delayed Maint,
Dispatched, Monitored, Closed
Severity - Major, Critical, Minor, or
Informational
Domain Code BLS or GTA
Initiation Code Initial cause
Problem Summary Limited to 255 characters
Trigger Code How this ticket was triggered
Detail Description Unlimited length, read
history in Work Log
Cancel Code Reason for canceling the ticket
Root Cause Affected end product
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CTTS Summary

• The ability to quickly gain access to any ticket
  and determine the steps taken toward resolution
  will greatly reduce the amount of time spent
  checking on outages and other issues.
• With CNM Portal access and CTTS, you can check on
  a problem ticket or a number of tickets to
  determine the status within moments, allowing a
  more productive use of your time.
• CTTS is your first stop in an outage. In many
  cases, youll find that the ticket has already
  been opened with analysts working toward
  resolution.

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Training Summary

• The Customer Network Management Portal and the
  inclusive web applications are designed to give
  you network status alerts as well as greater
  access and insight into your network performance
  and ticketing system
• CNM Portal Single sign-on and security
• Netcool Alerts for network outage events
• InfoVista Performance management tool
• CTTS Access to ticket details and
  information
• With this new level of access, managing outages
  are a matter of logging in to the CNM Portal and
  observing Netcool status, verifying traffic
  volume within InfoVista, and then checking into
  CTTS there may be a ticket already opened on it.

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Contact Information

• For a new portal ID, email gtasolutionsmrktg_at_gta.g
  a.gov or
  JJCHAMBE_at_gta.ga.gov
• To report trouble, call the Command Center at
  [phone].

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