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Lumen help

Updating information in a portal support ticket

You can edit the details of a portal support ticket in Control Center after you create it; add notes, add or remove attachments, or change the contact information. You can also view the status of the ticket, escalate a ticket, or close a portal support ticket.

To update information in a portal support ticket:

  1. Click Support, then Ticketing.

    Control Center lists all tickets—repair, potential repair, activation, configuration, billable field tech, maintenance inquiry, portal support, and reason for outage (RFO)—including tickets Lumen created on your behalf. By default, Control Center shows tickets created in the past 90 days and tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: Active, Canceled, Closed, etc. Potential tickets are marked with a yellow flag     (    ). Tickets needing a reply from you are marked with a green flag ().
Ticketing
  1. Click the ticket ID for the portal support ticket you want to update.

    Control Center shows details for the ticket you selected.
  1. Make your updates to the ticket:

    • To add notes, use the Add a Note field to type the information you want to add, then click Add Note.

    • To add an attachment (such as a more detailed explanation of the problem or additional details pertaining to your request), click the Attachments section to expand it, click Add Attachment, browse to locate the file, and click Open, then click Save Attachments. You can upload up to five files—no more than 2MB each.

    • To remove an attachment, click the Attachments section to expand it, then click the icon on the row for the attachment you want to remove.

    • To change the contact information, click the Contacts section to expand it, make your updates to the contact information, then click Save Contacts.