net ticket case study - uxit 2014
DESCRIPTION
Net Ticket Case Study - UXIT 2014TRANSCRIPT
NeTkT Case StudyBy Nico Gold
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.
NeTkT CONSOLEEvery ticketing system needs a console
Some time ago… Remember?
OLD CONSOLENeTkT Console couple of months ago
THE TABLEFails color blindness test, difficult to read and understand data
PREVIEW AREAOnly last record of Activity Log showed, useless Main Info area
FILTERSLeft pane buttons represent different options to filter results
TOP PANEList of action takes us to other screens, buttons mixed with links
SOLUTIONWe always target to find the best solution
FAIL!!!
SOLUTIONWe prefer to stay on screen
TIME TO PLAYLets change the music
LEARN YOUR USERSObservation and interview sessions performed @ Pelephone, IL
THE LEADING EXPERTObservation and interview sessions performed @ Pelephone, IL
THE MANAGERObservation and interview sessions performed @ Pelephone, IL
THE FRESH BLOODObservation and interview sessions performed @ Pelephone, IL
THE TARGETAfter profiling, we defined business goals of the product
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
TIME TO WORK
ANALYSIS STAGEMapping the main workflows and creating screen map
SKETCHINGSketching
SKETCHINGSketching, sketching
SKETCHINGSketching, sketching and sketching. A,B,C… Until we find best solution
WIREFRAMING AND CODDINGAfter several cycles of wire framing, we could start codding
REMINDERNeTkT Console couple of month ago
REMINDERNeTkT Console couple of month ago
NEW CONSOLETime to present redesigned NeTkT Console concept
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
DRILL DOWN?Lets review key improvements
WE USEDCell Based Table to create effective Activity Log review
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
WE USEDTree Control instead of buttons to manage filter options
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
WE USEDIcons to manage Actions
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
WE USEDDifferent wages and colors to organize labels and texts
WE USEDAnd meaningful texts to show numbers
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
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
By Nico Gold
