Business support

Creating a repair ticket

If you're experiencing difficulties with a product or your service, you can create a repair ticket to get it working correctly.

To create a repair ticket:

  1. Click the Service Mgmt tab (service management).

    The Ticketing subtab opens. Control Center shows all tickets created in the last 90 days, including tickets CenturyLink 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: New, Assigned, Pending, Closed, Canceled. Potential tickets are marked with a green flag ().
  1. From the Create New Ticket list, select Repair Ticket.
  1. To start the ticket, you'll need the product/service ID for the product or service you need repaired. Then do one of the following:

    • if you know the product or service ID, type it into the Product/Service ID field

    • if you don't know the product or service ID, use the lists to search for the product or service needing repair
       
  2. Click enter on your computer keyboard.
  1. Confirm you selected the correct product or service you need repaired, then click Continue.
Important: Network managed devices are frequently bundled with a CenturyLink® IQ Networking port/circuit. If your services are bundled, it's critical—when reporting a repair issue or requesting a configuration change—that you create your ticket on the CenturyLink® Managed Services device ID and not on the IQ Networking service ID.
  1. From the Problem list, select the issue you are having.

  2. From the Symptom list, select the symptom that best describes the problem.

  3. Check to see if the power and equipment are working and if they are, select the Verified Power and Equipment are Working checkbox.

  4. If you're tracking the ticket in another system at your organization, you can put that number in the Tracking Number field to make it easier to look up this repair ticket later.

  5. Push enter on your computer keyboard.
  1. Use the lists to describe the problem you're having. (The options in the lists change based on the product you select.)

  2. In the Contacts section, either leave yourself as the primary contact or select a different contact from the Primary Contact list or manually fill in the contact information for that person. (To make completing this section faster, Control Center automatically lists all users for your enterprise ID as possible contacts.)

  3. In the Local Contact section, you can choose to add a local contact, all fields are required.

  4. If you need to attach any documents (such as a more detailed explanation of the problem or additional details pertaining to your request), you can upload up to two documents (up to 2 MB each). To attach a document, click Add Attachment, browse to locate the file, and click Open.

  5. If you authorize us to dispatch a technician, select the Authorize for Dispatch checkbox.

  6. If you authorize us to conduct a test, select the Authorize for Test checkbox.

  7. Click Submit.

    Control Center submits your ticket. A representative will be assigned to your ticket within one to four hours.
Note: By default, you'll be listed as the primary contact using the information in your Control Center profile. You can edit your contact information or select an alternate contact from the Primary Contact list.
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