SLA Calculation- BINDI Total number of TT opened 28 11 13 21 70

Item

Power and Cooling Systems(Sep) Power and Cooling Systems(Oct) Power and Cooling Systems(Nov) Power and Cooling Systems(Dec)

120.00 100.00 80.00 60.00 40.00 20.00 0.00 September October

SLA Calculation- BINDI Sep-Dec 2013 Total Number of TT closed (in time) 11 6 7 17 36 Standart Performance Target % 98.00 98.00 98.00 98.00 Real Performance (%) 39.29 54.55 53.85 80.95

Time Out

17 5 6 4 34

Standart Performance Target % Real Performance (%)

November

December

Ticket Number Age ####### 7 d 2 h ####### 9 d 4 h ####### 9 d 17 h ####### ####### ####### ####### ####### 13 d 17 h 17 d 22 h 18 d 5 h 19 d 7 h 21 d 2 h

Created

Closed

DifCL-CR FirstLock FirstResponse State

0:37:00 4:00:00 11:33:00 11:51:00 1:09:00 1:17:00 6:12:00 0:56:00 4:14:00 2:55:00 0:27:00

Priority

######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ######## ########

####### ####### ####### ####### ####### ####### ####### ####### ####### #######

closed successful 4 high closed successful 3 normal open 3 normal closed successful 3 normal closed successful 3 normal closed successful 3 normal closed successful 4 high closed successful 4 high closed successful 3 normal closed successful 3 normal closed successful 3 normal

####### 19 d 9 h ######## ######## ####### 19 d 9 h ######## ######## ####### 18 d 20 h ######## ########

Queue

Lock

Owner

UserFirstname UserLastname CustomerID customer realname From Subject Prifti Prifti Mehmeti ####### AT EM ####### AT EM ####### AT EM AT EM AT EM AT EM AT EM AT EM

Bindi::Bindi_Power unlock Supply denisa Denisa Bindi::Bindi_Power unlock Supply denisa Denisa Bindi::Bindi_Power unlock Supply spartak.mehmeti Spartak Bindi::Bindi_Power unlock Supply jonida Jonida Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power unlock Supply mustafarajEtleva Bindi::Bindi_Power lock Supply irini Irini

"AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3 "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3 "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3

Cafaj ####### Mustafaraj ####### Mustafaraj ####### Mustafaraj ####### Mustafaraj #######

"AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3 "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-0 "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-M "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-M "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3

Mustafaraj ####### AT EM Mustafaraj ####### AT EM Bano ####### AT EM

"AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-P "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-P "AT EM" <NCC_Ticketing@albtelecom.a PSTN & ADSL_MSAN_DUR-3

AccountedArticleTreeSolutionTime Time SolutionDiffInMin FirstResponseInMin FirstResponseDiffInMin Service SLA ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### #######

SolutionTimeDestinationDate

Albtelecom Critical & Eagle A Mobile BINDI BINDI BINDI BINDI BINDI Albtelecom Critical & Eagle A Mobile Albtelecom Critical & Eagle A Mobile BINDI BINDI BINDI

####### ####### ####### ####### ####### ####### ####### ####### #######

FromCRMDynamicField_FaultOccurrTime DynamicField_FaultRecoveryTime DynamicField_Solution DynamicField_AffectedSubscribersNumber DynamicField_ActualCause DynamicField_TRxNr DynamicField_Description NRNET DynamicField_CRMTicketID

WORK ####### ####### Accordin Albtelecom power technicians Man Made were Fault working at this MSAN. NRNET WORK ####### ####### g to our Power - Lack of Access ####### ####### ok System Hardware PSTN PSTN & & ADSL_MSAN_DUR-308_Link A ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ok ok ok ok ok Power - KESH Power - KESH Power - KESH Lack of Power Power - KESH ADSL_M NRNET WORK NRNET NRNET WORK NRNET WORK PSTN &

####### ####### ok ####### ####### ok ####### ####### ok

ADSL_M Power - KESH PSTN & Power - KESH Under Investigation NRNET

DynamicField_LlojiIDefektit DynamicField_ShkakuIDefektit DynamicField_FromCRM DynamicField_Classification1 DynamicField_Classification2 DynamicField_FilialiIPostes DynamicField_Classification3 DynamicField_Address DynamicField_PhoneNo 26 - MSAN/ - DSLAM - Karte me defekt ne MSAN G - General 01 Fault - Technological - Defekt i pergjithshem Faults - Defekt teknologjik 26 - MSAN/ - DSLAM - Karte me defekt ne MSAN G - General - Fault - Defekt i pergjithshem G - General 04 Fault - Third - Defekt Party i- pergjithshem Mungese energjie 36 - Other 04 - Prova - Third mire Party - Mungese energjie 36 - Other 04 - Prova - Third mire Party - Mungese energjie G - General 04 Fault - Third - Defekt Party i- pergjithshem Mungese energjie

DynamicField_MSANID DynamicField_NASPort DynamicField_ZyraPostare DynamicField_MDFPort DynamicField_BoxID

Ticket Number Age ####### 12 d 8 h ####### 12 d 22 h ####### 12 d 5 h ####### 14 d 10 h ####### 14 d 8 h ####### 14 d 7 h ####### 22 d 12 h ####### 14 d 6 h ####### 22 d 12 h ####### 14 d 6 h ####### 22 d 10 h ####### 22 d 9 h ####### 14 d 2 h ####### 9 d 6 h ####### 14 d 5 h ####### 13 d 20 h ####### 13 d 20 h ####### 14 d 4 h ####### 14 d 2 h ####### 15 d 0 h ####### 14 d 10 h ####### 10 d 17 h ####### 14 d 2 h ####### 2 d 1 h ####### 19 d 16 h ####### 10 d 18 h ####### 10 d 16 h ####### 26 d 16 h

Created 20/Sep/2013 19/Sep/2013 20/Sep/2013 17/Sep/2013 18/Sep/2013 18/Sep/2013 9/Sep/2013 18/Sep/2013 9/Sep/2013 18/Sep/2013 9/Sep/2013 9/Sep/2013 18/Sep/2013 23/Sep/2013 18/Sep/2013 18/Sep/2013 18/Sep/2013 18/Sep/2013 18/Sep/2013 17/Sep/2013 17/Sep/2013 21/Sep/2013 18/Sep/2013 30/Sep/2013 12/Sep/2013 21/Sep/2013 21/Sep/2013 5/Sep/2013

Closed 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 10/Sep/2013 23/Sep/2013 10/Sep/2013 23/Sep/2013 10/Sep/2013 10/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 17/Sep/2013 17/Sep/2013 23/Sep/2013 18/Sep/2013 1/Oct/2013 23/Sep/2013 21/Sep/2013 23/Sep/2013 23/Sep/2013

FirstLock 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 10/Sep/2013 18/Sep/2013 10/Sep/2013 18/Sep/2013 10/Sep/2013 10/Sep/2013 23/Sep/2013 23/Sep/2013 18/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013 1/Oct/2013 13/Sep/2013 23/Sep/2013 23/Sep/2013 23/Sep/2013

Down Time FirstResponse State 9:29:31 AM closed successful 3:43:07 AM closed successful 1:11:30 AM closed successful 7:09:00 PM closed successful 4:40:36 PM closed successful 4:16:04 PM closed successful 3:01:43 PM closed successful 2:53:53 PM closed successful 2:47:10 PM closed successful 2:03:40 PM closed successful 12:58:20 PM closed successful 11:57:06 AM closed successful 10:58:44 AM closed successful 8:09:48 AM closed successful 6:29:26 AM closed successful 5:02:47 AM closed successful 5:00:40 AM closed successful 4:54:08 AM closed successful 2:44:22 AM closed successful 2:34:40 AM closed successful 1:56:46 AM closed successful 1:55:39 AM closed successful 1:48:29 AM closed successful 1:48:07 AM closed successful 1:35:28 AM closed successful 1:29:34 AM closed successful 12:39:42 AM closed successful 12:00:00 AM closed successful

Priority 3 normal 4 high 3 normal 3 normal 3 normal 3 normal 4 high 4 high 4 high 4 high 4 high 4 high 3 normal 4 high 4 high 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 4 high 4 high 3 normal 3 normal 4 high

Queue Lock Owner UserFirstname UserLastname CustomerID customer realname From Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply xhesika Xhesika Gjinopulli ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply xhesika Xhesika Gjinopulli ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply xhesika Xhesika Gjinopulli ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply xhesika Xhesika Gjinopulli ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb Bindi::Bindi_Power unlock Supply mustafarajEtleva Mustafaraj ####### AT EM "AT EM" <NCC_Ticketing@alb

Subject AccountedArticleTreeSolutionTime Time SolutionDiffInMin FirstResponseInMin FirstResponseDiffInMin Service SLA PSTN & ADSL_MSAN_DUR-302_Link ####### ####### Alarm Raised Since 23:24! BINDI PSTN & ADSL_MSAN_DUR-042_Link ####### ####### Alarm ####### Raised Since 09:22! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-301_Link ####### ####### Alarm Raised Since 02:55! BINDI PSTN & ADSL_MSAN_DUR-302 ####### ####### _Link Alarm Raised Since 21:45! BINDI PSTN & ADSL_MSAN_DUR-301_Link ####### ####### Alarm Raised Since 23:49! BINDI PSTN & ADSL_MSAN_DUR-042_Link ####### ####### Alarm Raised Since 00:26! BINDI PSTN & ADSL_DUR-PLA-010 ####### Link ####### Alarm Raised ####### Since 20:05! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-048_Link ####### ####### Alarm ####### Raised Since 01:14! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-PLA-002 ####### ####### Link####### Alarm Raised Since 18:46! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-SHI-001_Link ####### ####### ####### Alarm Raised Since 01:29! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_DUR-PLA-011 ####### Link ####### Alarm Raised ####### Since 21:27! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_DUR-PLA-012 ####### Link ####### Alarm Raised ####### Since 22:30! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-043_Link ####### ####### Alarm Raised Since 05:11! BINDI PSTN & ADSL_MSAN_DUR-MAN-001_Link ####### ####### ####### Alarm Raised Since 01:10! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-015_Link ####### ####### Alarm ####### Raised Since 02:16! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-302_Link ####### ####### Alarm Raised Since 11:25! BINDI PSTN & ADSL_MSAN_DUR-301_Link ####### ####### Alarm Raised Since 11:38! BINDI PSTN & ADSL_MSAN_DUR-046_Link ####### ####### Alarm Raised Since 03:32! BINDI PSTN & ADSL_MSAN_DUR-044_Link ####### ####### Alarm Raised Since 05:24! BINDI PSTN & ADSL_MSAN_DUR-PLA-002_Link ####### ####### Alarm Raised Since 07:53! BINDI PSTN & ADSL_MSAN_DUR-304 ####### ####### _Link Alarm Raised Since 21:20! BINDI PSTN & ADSL_MSAN_DUR-302_Link ####### ####### Alarm ####### Raised Since 14:51! BINDI 5 Hours PSTN & ADSL_MSAN_DUR-029_Link ####### ####### Alarm Raised Since 05:47! BINDI PSTN & ADSL_MSAN_DUR-042_Link ####### ####### Alarm ####### Raised Since 06:07! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-304 ####### ####### Link Alarm ####### Raised Since 15:31! Albtelecom Critical & Eagle A Mobile PSTN & ADSL_MSAN_DUR-042_Link ####### ####### Alarm ####### Raised Since 13:42! BINDI 5 Hours PSTN & ADSL_MSAN_DUR-301_Link ####### ####### Alarm Raised Since 15:58! BINDI PSTN & ADSL_MSAN_DUR-SHI-001_Link ####### ####### ####### Alarm Raised Since 16:08! Albtelecom Critical & Eagle A Mobile

DynamicField_FaultOccurrTime DynamicField_FaultRecoveryTime DynamicField_Solution DynamicField_AffectedSubscribersNumber DynamicField_ActualCause DynamicField_Description DynamicField_LlojiIDefektit DynamicField_ShkakuIDefektit DynamicField_Classification1 ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Power - KESH PSTN & ADSL_MSAN_DUR-302 G - General 01 Fault - Technological - Defekt _Link i pergjithshem Alarm FaultsRaised - Defekt Since teknol 21 ####### ####### ok Under Investigation NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Under Investigation NRNETWORKEQUIPMENTNE G - General 01 Fault - Technological - Defekt NAMEDOWNTIMEREASONN i pergjithshem Faults - Defekt teknol ####### ####### CEZ power was restored Power - KESH NRNETWORKEQUIPMENTNE NAMEDOWNTIMEREASONN ####### ####### ok Under Investigation PSTN & ADSL_MSAN_DUR-048_Link G - General 04 Fault - Third - Defekt Party i- pergjithshem Mungese Alarm Raised energjie Since 01 ####### ####### CEZ power was restored Power - KESH NRNETWORKEQUIPMENTNE NAMEDOWNTIMEREASONN ####### ####### ok Under Investigation PSTN & ADSL_MSAN_DUR-SHI-001_Link G - General 04 Fault - Third - Defekt Party i- pergjithshem Mungese Alarm energjie Raised Sinc ####### ####### CEZ power was restored Power - KESH PSTN & ADSL_DUR-PLA-011 Link Alarm Raised Since 21:27! ####### ####### CEZ power was restored Power - KESH PSTN & ADSL_DUR-PLA-012 Link Alarm Raised Since 22:30! ####### ####### ok Under Investigation NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Power - KESH PSTN & ADSL_MSAN_DUR-015_Link Alarm Raised Since 02 ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 01 Fault - Technological - Defekt NAMEDOWNTIMEREASONN i pergjithshem Faults - Defekt teknol ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 01 Fault - Technological - Defekt NAMEDOWNTIMEREASONN i pergjithshem Faults - Defekt teknol ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Under Investigation NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Power - KESH PSTN & ADSL_MSAN_DUR-304 G - General 01 Fault - Technological - Defekt _Link i pergjithshem Alarm FaultsRaised - Defekt Since teknol 21 ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 04 Fault - Third - Defekt Party NAMEDOWNTIMEREASONN i- pergjithshem Mungese energjie ####### ####### ok Power - KESH PSTN & ADSL_MSAN_DUR-042_Link G - General - Fault - Defekt i pergjithshem Alarm Raised Since 06 ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General 06 Fault - External - Defekt NAMEDOWNTIMEREASONN Factors i pergjithshem - Kushtet atmosferi ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE 38 - Other 09 - Tjeter - Other NAMEDOWNTIMEREASONN Tjeter ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE G - General - Fault - Defekt NAMEDOWNTIMEREASONN i pergjithshem ####### ####### ok Power - KESH NRNETWORKEQUIPMENTNE 38 - Other - Tjeter NAMEDOWNTIMEREASONN

DynamicField_Classification2 DynamicField_FilialiIPostes DynamicField_Classification3 DynamicField_Address DynamicField_PhoneNo DynamicField_MSANID DynamicField_NASPort DynamicField_ZyraPostare DynamicField_MDFPort Party - Mungese energjie

nological Faults - Defekt teknologjik Party - Mungese energjie nological Faults - Defekt teknologjik Party - Mungese energjie Party - Mungese energjie

Party - Mungese energjie Party - Mungese energjie

nological Faults - Defekt teknologjik nological Faults - Defekt teknologjik

Party - Mungese energjie nological Faults - Defekt teknologjik Party - Mungese energjie

nal Factors - Kushtet atmosferike

DynamicField_BoxID

Ticket Number Age 201311171138754 1 d 6 h 201311151138011 3 d 12 h 201311281144473 201311261143202 201311271143853 201311251142826 2.01311E+14 2.01311E+14 2.01311E+14 2.01311E+14 2.01311E+14 2.01311E+14 2.01311E+14 3 d 15 h 5 d 17 h 4 d 12 h 6d4h 4 d 15 h 4d7h 7d1h 4d5h 3 d 23 h 3d8h 1 d 10 h

State closed successful closed successful 11/28/2013 2:17 11/26/2013 0:37 11/27/2013 5:14 11/25/2013 12:50 11/21/2013 19:00 11/22/2013 3:02 11/19/2013 8:17 11/22/2013 4:12 11/22/2013 10:36 11/23/2013 1:53 11/24/2013 23:23

Created Closed Time 11/17/2013 8:59 0:06:32 11/15/2013 2:46 4:35:17 11/29/2013 10:33 11/26/2013 9:05 11/27/2013 7:11 11/25/2013 15:22 11/23/2013 16:58 11/23/2013 16:59 11/20/2013 17:04 11/23/2013 16:59 11/23/2013 16:59 11/23/2013 16:59 11/26/2013 11:20 8:15:53 7:54:19 3:22:33 2:31:30 0:48:10 5:33:20 1:12:59 3:44:56 3:45:13 6:18:02 0:05:28

DynamicField_Solution DynamicField_ActualCause DynamicField_LlojiIDefektit DynamicField_Classification2 DynamicField_Classification3 Priority Queue Lock Owner Ok u rikthye Power energjia. - KESH Problem energjie nga CEZ. 3 normal Bindi::Bindi_Power unlock Supply ariona ok Under Investigation 38 - Other - Tjeter 3 normal Bindi::Bindi_Power unlock Supply ariona 3 normal 4 high 4 high 4 high Bindi::Bindi_Power unlock Supply osmani Bindi::Bindi_Power unlock Supply jonida Bindi::Bindi_Power unlock Supply jonida Bindi::Bindi_Power unlock Supply gledis Arben Jonida Jonida Gledis Osmani Cafaj Cafaj Kllapi 1 1 1 1 AT EM AT EM AT EM AT EM

"AT EM" <NCC_Ticketing@albtele "AT EM" <NCC_Ticketing@albtele "AT EM" <NCC_Ticketing@albtele "AT EM" <NCC_Ticketing@albtele

Under Investigation 38 - Other / Nen - Tjeter Investigim closed successful 3 normal Lack of Power G -/ General Problem Fault Energjie - Defekt i pergjithshem closed successful 3 normal System Hardware G - General / Problem Fault Harduer - Defekt i pergjithshem closed successful 3 normal Lack of Power G -/ General Problem Fault Energjie - Defekt i pergjithshem closed successful 3 normal Lack of Power 36 / - Other Problem - Prova Energjie mire closed successful 4 high Power - KESH - / Problem KESH-i closed successful 3 normal Power - KESH G -/General Problem Fault KESH-i - Defekt i pergjithshem open 3 normal

Bindi::Bindi_Power unlock Supply elsjona Bindi::Bindi_Power unlock Supply xhesika Bindi::Bindi_Power unlock Supply denisa Bindi::Bindi_Power unlock Supply xhesika Bindi::Bindi_Power unlock Supply root@localhost Bindi::Bindi_Power unlock Supply eris Bindi::Bindi_Power unlock Supply jurgen

UserFirstname UserLastname CustomerIDcustomer realname From Subject Accounted Time ArticleTree SolutionTime Ariona Mita 1 AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-303_Link 0 ######## Alarm Raised Since 08:32! Ariona Mita 1 AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-304 0 Link######## Alarm Raised Since 02:20! PSTN & ADSL_MSAN_DUR-304_Link 0 Alarm Raised Since 01:50! PSTN & ADSL_MSAN_DUR-302_Link 0 ######## Alarm Raised Since -1615 23:55! PSTN & ADSL_MSAN_DUR-301_Link 0 ######## Alarm Raised Since -1568 04:57! PSTN & ADSL_MSAN_DUR-302_Link 0 ######## Alarm Raised Since -2320 12:21! Elsjona Xhesika Denisa Xhesika Admin Eris Jurgen Brahaj Gjinopulli Prifti Gjinopulli OTRS Mihali Duraku 1 1 1 1 1 1 1 AT EM AT EM AT EM AT EM AT EM AT EM AT EM BINDI AlbtelecomCritical & Eagle AMobile AlbtelecomCritical & Eagle AMobile AlbtelecomCritical & Eagle AMobile

"AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-PLA-002 0 ######## Link Alarm Raised Since 18:39! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-042 0 Link######## Alarm Raised Since 02:20! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-046_Link 0 ######## Alarm Raised Since 08:07! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-037 0 Link######## Alarm Raised Since 03:59! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN&ADSL_MSAN_DUR-042 0 Link Alarm ######## Raised Since 10:05! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-042 0 Link######## Alarm Raised Since 01:20! "AT EM" <NCC_Ticketing@albtelecom.al>, PSTN & ADSL_MSAN_DUR-004_Link 0 Alarm Raised Since 22:59!

SolutionDiffInMin FirstResponseInMin FirstResponseDiffInMin Service SLA BINDI BINDI ######## ######## ######## ########

SolutionTimeDestinationDate FromCRM DynamicField_FaultOccurrTime ######## ######## PSTN & ADSL_MS Link Alarm at MSAN DUR-304 Lack of Power cleared / Problem since 10:33. Energjie Please be Power - KESH / Problem KESH-i NRNETW ORKEQUI ok Power - KESH / Problem KESH-i Please be NRNETW informed ORKEQUI Power - KESH / Problem KESH-i BINDI BINDI BINDI 24 Hours BINDI Albtelecom Critical & Eagle AMobile BINDI BINDI ######## ######## ######## ######## ######## ######## ########

-528 -1523

eld_FaultOccurrTime

38 - Other --Tjeter G - General 04 Fault - Third - Defekt Party i pergjithshem - Mungese energjie G - General 04 Fault - Third - Defekt Party i pergjithshem - Mungese energjie G - General 04 Fault - Third - Defekt Party i pergjithshem - Mungese energjie NRNETW ORKEQUI NRNETW ORKEQUI 04 - Third Party - Mungese energjie PSTN & ADSL_MS 05 - Third Party - Prerje e FO NRNETW ORKEQUI 04 - Third Party - Mungese energjie PSTN&ADSL_MSAN_DUR-042 01 - Technological Link Alarm Raised Faults Since Defekt 10:05! teknologjik NRNETW NRNETW 04 - Third Party - Mungese energjie

Ticket Number Age 2.01E+13 1 d 19 h 2.01E+14 7 d 15 h 2.01E+13 3 d 17 h 2.01E+13 1 d 9 h 2.01E+13 1 d 9 h 2.01E+13 6 d 3 h 2.01E+13 1 d 9 h 2.01E+13 1 d 9 h 2.01E+13 1 d 7 h 2.01E+13 1 d 8 h 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 2.01E+13 1d8h 23 h 17 m 5d2h 1d7h 1 d 23 h 1d7h 1d0h 2d1h 1d8h 5d2h 3 d 12 h

Created Closed 12/14/2013 21:29 12/9/2013 1:47 12/9/2013 21:13 12/12/2013 23:37 12/13/2013 16:29 12/15/2013 7:31 12/15/2013 16:44 12/15/2013 7:35 12/15/2013 16:43 12/10/2013 13:31 12/12/2013 15:57 12/15/2013 7:37 12/15/2013 16:42 12/15/2013 7:46 12/15/2013 16:41 12/15/2013 9:12 12/15/2013 16:38 12/15/2013 8:12 12/15/2013 8:30 12/15/2013 17:29 12/11/2013 14:20 12/15/2013 9:01 12/14/2013 17:00 12/15/2013 9:05 12/15/2013 16:46 12/14/2013 15:30 12/15/2013 8:26 12/11/2013 14:35 12/13/2013 4:38

Solution ok The problem was lack of KESH power. okThe problem was lack of KESH power. Now the tech Please be informed that the Please be informed that the The problem was lack of KESH power. Please be informed that the Please be informed that the Please Please be be informed informed that that the the

Link atthat the MSAN 12/15/2013 16:41 Please beAlarm informed the at the MSAN 12/15/2013 16:39 Link Alarm ok 12/12/2013 15:56 Please be informed that the atthat the MSAN 12/15/2013 16:39 Link Please beAlarm informed the Link Alarm at the MSAN 12/15/2013 16:48 Please be informed that the at the MSAN 12/15/2013 16:38 Link Alarm 12/16/2013 6:21 ok 12/15/2013 16:45 Please be informed that the 12/15/2013 16:40 Please be informed that the 12/12/2013 15:55 Please be informed that the 12/13/2013 16:28 okThe problem was lack of KESH power.

Down Time Fault Recovery Time 36:34:26 12/16/2013 10:04 17:09:17 12/9/2013 18:57 8:02:34 12/13/2013 7:40 2:24:00 12/15/2013 9:55 2:04:18 12/15/2013 9:40 2:04:14 12/10/2013 15:36 2:02:16 12/15/2013 9:40 1:53:23 12/15/2013 9:40 1:32:31 12/15/2013 10:45 1:27:26 1:09:14 22:24:16 0:49:37 0:38:59 0:36:28 0:34:04 0:28:28 0:21:35 0:01:41 0:51:19 4:06:38 12/15/2013 9:40 12/16/2013 15:54 12/11/2013 15:10 12/15/2013 9:40 12/14/2013 17:37 12/15/2013 9:40 12/15/2013 17:15 12/14/2013 15:52 12/15/2013 8:28 12/11/2013 15:27 12/13/2013 8:45

State open closed successful closed successful closed successful closed successful closed successful closed successful closed successful closed successful closed successful open closed successful closed successful closed successful closed successful closed successful closed successful closed successful closed successful closed successful

Priority 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal 3 normal

12/15/2013 9:40 closed successful

Queue Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi::Bindi_Power Supply Bindi

Lock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock unlock

Owner UserFirstname spartak.mehmeti Spartak ariona Ariona eris Eris osmani Arben osmani Arben osmani Arben osmani Arben osmani Arben elsjona Elsjona elsjona elsjona andon osmani elsjona elsjona elsjona malvina elsjona elsjona osmani denisa Elsjona Elsjona Andon Arben Elsjona Elsjona Elsjona Malvina Elsjona Elsjona Arben Denisa

UserLastname Mehmeti Mita Mihali Osmani Osmani Osmani Osmani Osmani Brahaj Brahaj Brahaj Barhani Osmani Brahaj Brahaj Brahaj Brahimasi Brahaj Brahaj Osmani Prifti

CustomerID 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

customer realname From AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, AT EM AT EM AT EM AT EM AT EM AT EM AT EM AT EM AT EM AT EM AT EM AT EM "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>, "AT EM" <NCC_Ticketing@albtelecom.al>,

Subject AccountedTime ArticleTree PSTN & ADSL_MSAN_DUR-311_Link Alarm Raised Since 21:15! 0 PSTN & ADSL_MSAN_DUR-304_Link Alarm Raised Since 01:30! 0 PSTN & ADSL_MSAN_VLR-012_Link Alarm Raised Since 23:15! 0 PSTN & ADSL_MSAN_FIE-014_Link Alarm Raised Since 06:47! 0 PSTN & ADSL_MSAN_VLR-005_Link Alarm Raised Since 06:50! 0 PSTN & ADSL_MSAN_VLR-005_Link Alarm Raised Since 13:04! 0 PSTN & ADSL_MSAN_VLR-024_Link Alarm Raised Since 07:03! 0 PSTN & ADSL_MSAN_VLR-105_Link Alarm Raised Since 07:24! 0 PSTN & ADSL_MSAN_DUR-PLA-001 _Link Alarm Raised Since 09:00! 0 PSTN & ADSL_MSAN_VLR-021_Link Alarm Raised Since 07:51! PSTN & ADSL_MSAN_VLR-027_Link Alarm Raised Since 08:19! PSTN & ADSL_MSAN_VLR-102_Link Alarm Raised Since 17:10! PSTN & ADSL_MSAN_VLR-024_Link Alarm Raised Since 12:35! PSTN & ADSL_MSAN_VLR-011_Link Alarm Raised Since 08:42! PSTN & ADSL_MSAN_BER-109 _Link Alarm Raised Since 16:40! PSTN & ADSL_MSAN_VLR-019_Link Alarm Raised Since 08:52! PSTN & ADSL_MSAN_VLR-005_Link Alarm Raised Since 16:25! PSTN & ADSL_MSAN_DUR-MAN-001 _Link Alarm Raised Since 15:15! PSTN & ADSL_MSAN_FIE-010_Link Alarm Raised Since 08:14! PSTN & ADSL_MSAN_DUR-308_Link Alarm Raised Since 13:59! PSTN & ADSL_MSAN_FIE-CAK-101_Link Alarm Raised Since 04:20! 0 0 0 0 0 0 0 0 0 0 0 0

SolutionTime 12/9/2013 21:13 12/13/2013 16:29 12/15/2013 16:44 12/15/2013 16:43 12/12/2013 15:57 12/15/2013 16:42 12/15/2013 16:41 12/15/2013 16:38 12/15/2013 16:41 12/15/2013 16:39 12/12/2013 15:56 12/15/2013 16:39 12/15/2013 16:48 12/15/2013 16:38 12/16/2013 6:21 12/15/2013 16:45 12/15/2013 16:40 12/12/2013 15:55 12/13/2013 16:28

SolutionDiffInMin FirstResponseInMin FirstResponseDiffInMin Service SLA SolutionTimeDestinationDate FromCRM Albtelecom & Eagle Mobile BINDI BINDI BINDI BINDI BINDI BINDI BINDI Albtelecom & Eagle Mobile Albtelecom & Eagle Mobile Albtelecom & Eagle Mobile BINDI BINDI Albtelecom & Eagle Mobile BINDI Albtelecom & Eagle Mobile BINDI BINDI Albtelecom & Eagle Mobile BINDI BINDI 24 Hours

730

Fault Occur Time 12/14/2013 21:15 12/9/2013 1:30 12/12/2013 23:15 12/15/2013 6:47 12/15/2013 6:50 12/10/2013 13:04 12/15/2013 7:03 12/15/2013 7:24 12/15/2013 9:00 12/15/2013 7:51 12/15/2013 8:19 12/15/2013 17:10 12/11/2013 12:35 12/15/2013 8:42 12/14/2013 16:40 12/15/2013 8:52 12/15/2013 16:25 12/14/2013 15:15 12/15/2013 8:14 12/11/2013 13:59 12/13/2013 4:20