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Use case · Self-Care & Customer Care

Support Ticket Creation

Agent creates a support ticket on behalf of subscriber for a reported issue.

CRMTicket MgmtParty Mgmt
Care agentPrimary actor
Self-Care & Customer CareCategory
3Modules involved

At a glance

Trigger

Issue can't be solved on the call

Primary actor

Care agent

Outcome

Issue tracked to resolution

Main flow

The usual path from start to finish.

  1. 1
    Capture issue and category

  2. 2
    Attach customer and service details

  3. 3
    Set priority and SLA

  4. 4
    Route to the right team

  5. 5
    Give customer the reference

Exceptions & alternate flows

Known outage

Link to the incident instead

Systems & modules involved

CRMTicket MgmtParty Mgmt

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

CRM→Ticket Management→Party Management→Previous: Usage Enquiry→Next: Support Ticket Resolution→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.