To test network and create a ticket follow these steps:

1.      Login to Lumen: https://www.lumen.com/login/

2.      Credentials are Kaleb’s and are in 1Password (working on getting an account for CIT)

3.      Once logged in you can see if there is any scheduled maintenance, open tickets, and see if any notifications indicate an outage

4.      If there are no indications of an outage from the Schedule Maintenance or Notifications section, proceed to creating a ticket by clicking the Create New Ticket button

5.      This will bring you to the Create New Repair Ticket section, here you will select the Dedicated Internet Access by the Service ID: 441000002

6.      When clicking the Service ID, it will bring you through a Service Diagnostic check

7.      Confirm if there are any issues or if everything is a pass and if there are no issues in Service Utilization

8.      Once you have confirmed if the issue is there or not (this will help to provide a little more info to Lumen), click Continue, Create a Ticket

9.      This will populate another screen asking for Repair Information, you will click the drop down and select the issue, if listed

*Note: For this example, we are using the outage that happened on Jan. 14th 2023 – All devices were offline, internet down*

10.  Once you’ve selected the issue (in this case we selected Line or Circuit down), fill out all the necessary information to better assist Lumen

11.  Next, you’ll need to fill out the Authorization section:

a.      Yes to intrusive testing, yes (custom) to dispatching an onsite

b.      Fill out Contact info with either Kaleb’s contact (If he is in the know on this) or your info if you’re actively working on the issue

12.  In the Attachments section, you can attach any additional info you received or discovered

a.       It will automatically prepopulate the Diagnostic Test it ran at the start of the ticket creation

13.  Last section to complete is Contacts

a.      Enter Kaleb’s info to keep him in the know

b.      Enter your info as a back up

14.  Click Submit

15.  Once submitted, you will receive a ticket number to reference when working with the Lumen support staff or to provide to Kaleb

16.  Click Ok

17.  A new screen will populate and you will see all the corresponding details to your ticket as well as a place to add a note and Escalate the ticket if need be

See Below

18.  Ticket creation is completed, please be sure to follow up with the Lumen Support team via Ticketing Porta and/or email