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Tata Communications MOVE™

What information do I need to provide when opening an incident ticket?

Please be prepared to provide the following mandatory information when opening an incident ticket

Please be prepared to provide the following mandatory information when opening an incident ticket:

  • Product Name / Account Name
  • Your name, company name, contact telephone number and your own organization’s fault reference number, if any.
  • Start date and time of fault occurrence(s)
  • Service(s) affected
  • State of the service (unavailable/degradation)
  • Description of the problem, actions taken and test results all including time stamps
  • Affected MSISDN & IMSI Number or range and B-number/destination (if applicable)
  • APN name used on device in case of data problem
  • Network Name and location of the problem. Including information whether device has registered to the network successfully
  • Estimate of the percentage of subscribers affected (against customers total)

 

This fault ticket reference number should be used every time customer service is contacted.

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What information do I need to provide when opening an incident ticket?