Download - Net Ticket Case Study - UXIT 2014
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NeTkT Case StudyBy Nico Gold
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NeTkT is a trouble management system that enables Communication Service
Providers (CSP) to effectively manage the trouble resolution process. NeTkT
controls the entire process from trouble ticket creation and modification through
tracking, resolution, and closure, while archiving for later comparison and
analysis. While NeTkT is built on the Remedy ARS platform, it offers much more
than a basic toolset.
(The Employee Owned Company) is a leading provider of assurance
and analytics solutions to communications service providers worldwide
NeTkT vastly expands the basic Remedy ARS toolset, providing
dedicated tools for trouble ticketing and trouble management
in order to add massive value and meet telecom service
providers’ business and operational needs. NeTkT is pre-
integrated with TEOCO’s Netrac Fault Management solution
and integrates with third-party Operational Support Systems
(OSS) applications as well.
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NeTkT CONSOLEEvery ticketing system needs a console
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Some time ago… Remember?
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OLD CONSOLENeTkT Console couple of months ago
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THE TABLEFails color blindness test, difficult to read and understand data
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PREVIEW AREAOnly last record of Activity Log showed, useless Main Info area
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FILTERSLeft pane buttons represent different options to filter results
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TOP PANEList of action takes us to other screens, buttons mixed with links
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SOLUTIONWe always target to find the best solution
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FAIL!!!
SOLUTIONWe prefer to stay on screen
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TIME TO PLAYLets change the music
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LEARN YOUR USERSObservation and interview sessions performed @ Pelephone, IL
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THE LEADING EXPERTObservation and interview sessions performed @ Pelephone, IL
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THE MANAGERObservation and interview sessions performed @ Pelephone, IL
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THE FRESH BLOODObservation and interview sessions performed @ Pelephone, IL
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THE TARGETAfter profiling, we defined business goals of the product
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THE GOALS• Reduce Trouble classification time by NOC
• Reduce drill-down need for TTs
• Improve Look & Feel (marketing need)
• Create Separation Between SIMA, TT, CM
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TIME TO WORK
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ANALYSIS STAGEMapping the main workflows and creating screen map
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SKETCHINGSketching
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SKETCHINGSketching, sketching
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SKETCHINGSketching, sketching and sketching. A,B,C… Until we find best solution
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WIREFRAMING AND CODDINGAfter several cycles of wire framing, we could start codding
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REMINDERNeTkT Console couple of month ago
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REMINDERNeTkT Console couple of month ago
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NEW CONSOLETime to present redesigned NeTkT Console concept
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NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
GR.
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
Low
Low
High
High
Low
High
Medium
High
Medium
Medium
Low
High
Low
High
High
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
ACTIVITY LOG
Server Srv10014 | User Demo user | Auto Refresh
FILTER RESULTS BY
New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner
Concept By Nico Gold
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DRILL DOWN?Lets review key improvements
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WE USEDCell Based Table to create effective Activity Log review
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NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
GR.
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
Low
Low
High
High
Low
High
Medium
High
Medium
Medium
Low
High
Low
High
High
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
ACTIVITY LOG
Server Srv10014 | User Demo user | Auto Refresh
FILTER RESULTS BY
New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner
WE USEDCell Based Table to create effective Activity Log review
![Page 32: Net Ticket Case Study - UXIT 2014](https://reader033.vdocuments.site/reader033/viewer/2022060122/5595a9c91a28ab85678b45d2/html5/thumbnails/32.jpg)
WE USEDTree Control instead of buttons to manage filter options
![Page 33: Net Ticket Case Study - UXIT 2014](https://reader033.vdocuments.site/reader033/viewer/2022060122/5595a9c91a28ab85678b45d2/html5/thumbnails/33.jpg)
NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
GR.
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
Low
Low
High
High
Low
High
Medium
High
Medium
Medium
Low
High
Low
High
High
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
ACTIVITY LOG
Server Srv10014 | User Demo user | Auto Refresh
FILTER RESULTS BY
New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner
WE USEDTree Control instead of buttons to manage filter options
![Page 34: Net Ticket Case Study - UXIT 2014](https://reader033.vdocuments.site/reader033/viewer/2022060122/5595a9c91a28ab85678b45d2/html5/thumbnails/34.jpg)
WE USEDIcons to manage Actions
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NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
GR.
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
Low
Low
High
High
Low
High
Medium
High
Medium
Medium
Low
High
Low
High
High
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
ACTIVITY LOG
Server Srv10014 | User Demo user | Auto Refresh
FILTER RESULTS BY
WE USEDIcons to manage Actions
New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner
![Page 36: Net Ticket Case Study - UXIT 2014](https://reader033.vdocuments.site/reader033/viewer/2022060122/5595a9c91a28ab85678b45d2/html5/thumbnails/36.jpg)
WE USEDDifferent wages and colors to organize labels and texts
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WE USEDAnd meaningful texts to show numbers
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NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
TT0012341236
TT0012341237
GR.
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Admin
Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
Low
Low
High
High
Low
High
Medium
High
Medium
Medium
Low
High
Low
High
High
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
ACTIVITY LOG
Server Srv10014 | User Demo user | Auto Refresh
FILTER RESULTS BY
New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner
WE USEDMeaningful texts to show numbers
![Page 39: Net Ticket Case Study - UXIT 2014](https://reader033.vdocuments.site/reader033/viewer/2022060122/5595a9c91a28ab85678b45d2/html5/thumbnails/39.jpg)
NeTkT
TROUBLE TICKETS TT-0012-3412-34HI
Trouble Tickets
Change Requests
SIMA
BUSINESS UNITCATEGORY
TYPEITEMFAULTSUBMIT DATE
ACTIVE CODE
Radio UnitRouting
Cell RedirectionItem5 Hours agoDec 27 2013
21:54:11
TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket
represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama
Favorites
Predefined Queries
My Assigned Tickets
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All Open TT’s with due time
All Tickets from Fault
All Unassigned TTs
All unassigned TTs
State
Closed
Open/Active
Open/Active
Open/Active
Open/Active
Closed
Open/Active
Closed
Closed
Closed
Closed
Open/Active
Closed
Closed
Closed
Open/Active
TICKET ID
TT0012341234
TT0012341235
TT0012341236
TT0012341237
TT0012341234
TT0012341235
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Urgency Cr. Date
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
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02|12|14 12:44
02|12|14 12:44
02|12|14 12:44
High
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March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized
March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men
March 9 2014 | 13:42:00On the other hand, w
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By Nico Gold