Regional Dispatch Process Description

Contents
1

WORK ORDER HANDLING...................................................................2

1.1

Trouble Ticket Reception and Verification..........................................2

1.2

Work Order Creation & Dispatch..........................................................3

1.3

Work Order Acceptance........................................................................4

1.4

WO Acceptance.....................................................................................5

1.5

Site Access............................................................................................5

1.6

Additional Support Request.................................................................6

1.7

Escalation..............................................................................................6

1.8

Escalation..............................................................................................6

1.9

Technical Support Provision................................................................7

1.10 WO Execution........................................................................................7
1.11 Work Order Testing...............................................................................7
1.12 Work Order Closure..............................................................................8
2

WORK ORDER RESCHEDULING.........................................................8

2.1

New Deadline Check.............................................................................8

REJECTED WORK ORDER HANDLING...............................................9

3.1

Rejection Evaluation.............................................................................9

3.2

Escalation..............................................................................................9

3.3

Work Order Re-assignment..................................................................9

3.4

Information Request...........................................................................10

3.5

Work Order Re-dispatch.....................................................................10

3.6

Work Order Closure............................................................................10

3.7

Trouble Ticket Cancel.........................................................................10

3.8

Stakeholders Communication............................................................10

Process Flow.......................................................................................11

Work Order Status Categories...........................................................13

Desired Remedy Fields.......................................................................13

Abbreviations......................................................................................15

WORK ORDER HANDLING

1.1

Trouble Ticket Reception and Verification

Trouble Ticket Received

This activity is performed when each Trouble Ticket (TT) is received by

the Dispatch Centre to validate that all information required to
complete the field activity has been received. Minimum entrance
criteria includes:
o
o
o
o
o
o
o
o
o
o

Request Number
Region - 3
Type Corrective
Sub Type Fibre, RAN, Transmission, CORE
Vendor
Task Priority (as determined by the originator)
Status
Site name and ID
Equipment type
Fault Description

Description of the task to be performed by Field Resource, including:

Where known, recommended action(s);
Spare Parts recommendations, if required or known;
Description of tests, if required.
Owner / Responsible: CNOC Front Office / Dispatcher

The Trouble Ticket can be rejected when the necessary information to

perform or complete the field activity has not been fully provided. This
is done in the TT Management Tool (BMC Remedy). The TT status will
be changed to Rejected by Dispatch: The TT is incorrect and has
been rejected. TTs will only be admitted when all required information
is supplied. TT Accepted is confirmation from the Dispatch Centre
(BMC Remedy) that all necessary information has been provided and
accepted. TTs will be assigned to Dispatchers and scheduled in
accordance to availability and priority as per the defined WLA. Owner /
Responsible: Dispatcher.

1.2

TTs will only be admitted when all required information has been
received. TT Acceptance is confirmation from Dispatch Centre (BMC
Remedy) that all necessary information has been provided and
accepted. Based on the information in the TT Dispatchers will
generate WOs that will be assigned to field staff. Owner /
Responsible: Dispatcher

After TT acceptance at the Dispatch Center the TT status (BMC

Remedy) will be changed to Accepted by Dispatch. The Work Order
will then be created and assigned to an NSA Shift Engineer. Owner /
Responsible: Dispatcher

Work Order Creation & Dispatch

The Dispatcher creates a WO that includes:

o
o
o
o
o
o
o
o
o
o
o
o
o
o
o

Request Number
Region - 3
Sub Region (Service Area)
Sub Region NSA Shift Engineer & Contact Details
Field Engineer, Subcontractor or Vendor Allocated and contact
details (ascertained in consultation with the NSA Shift
Engineer)
Type Corrective
Sub Type Fibre, RAN, Transmission, CORE
Vendor
Task Priority (as determined by the originator)
Creation Time
Duration & Due Time
Status
Site name and ID
Site Address
Fault Description

Selection of the correct NSA Shift Engineer is accomplished by

consulting the NSA shift register.

Selection of an appropriate Field Resource Technician or Engineer,

Subcontractor or Vendor is done by the Dispatcher in consultation with
the NSA Shift Engineer and is based on recorded / known technical
competence and skill set for the required task. Once the adequate
competence and skills are found the Field Resource shall be selected.
Owner / Responsible: Dispatcher / NSA Shift Engineer

Where a high priority Corrective TT (Critical) is received, the Dispatch

Function should secure that priority evaluation is carried out prior to
Dispatching the WO. The Dispatch Center Shift Manager should be
alerted to the receipt of a Critical or Major TT. Owner / Responsible:
Relevant WO creating agency. Owner / Responsible: Dispatcher

The Work Order is scheduled and assigned to a Field Resource. After

assignment, the TT status (BMC Remedy) is updated to Assigned To
The Field: The Work Order has been scheduled and assigned to a
Field Resource (FR). Owner / Responsible: Dispatcher.

The NSA Shift Engineer verifies the means for physical access to the
site. This activity is relevant to secure that all preparation measures to
access the site are taken in due time. Owner / Responsible: NSA Shift
Engineer / Field Resource.
Take any preparation action specified for the specific site, in order to
provide necessary means to access the site. The measures to be
taken can be:
o Engage with site owner to inform and authorize the site access;
o Provide special means of transportation;
o Provide access to Key set or Pin-codes;
o Inform Field Resource about any specific requirements to
access the site
Owner / Responsible: NSA Shift Engineer

1.3

If site access cannot be obtained within due time, initiate local

escalation to the Dispatcher & Shift Manager according to established
escalation matrix. Owner / Responsible: Dispatcher / NSA Shift
Engineer

Work Order Acceptance

When the Work Order is received, the NSA Shift Engineer confirms
that all required information has been provided to enable its execution.
As part of the Review process, the NSA Shift Engineer must also
check the Site Access Details to ensure all the necessary access
requirements are included.
o Access Details may consist of:
o Access hours;
o Contact details;
o Security procedures;
o Key set or password logistics;
o Special means of transport, if required, etc.
Owner / Responsible: NSA Shift Engineer / Resource.

1.4

WO Acceptance

1.5

If the assigned NSA Shift Engineer cannot execute the Work Order for
some reason, the WO will be rejected. This information shall be
communicated to the Dispatcher. The TT status (BMC Remedy) is
updated to Rejected By The Field. The Work Order has been
rejected by the NSA or Field Resource (FR). This is done in
consultation with the front office. Owner / Responsible: NSA Shift
Engineer/ Field Resource.

By accepting the Work Order, the Field Resource must report back to
the Dispatch Function. The Dispatcher will change the TT status (BMC
Remedy) to In Progress: The Field Technician has verified and
accepted the assignment and has mobilised. Owner / Responsible:
NSA Shift Engineer / Field Resource.

Site Access

After acceptance of the Work Order, before initiating the travel to site,
the Field Resource must follow site access instructions to secure that
correct means for physical site access are provided. This activity may
include consulting the Access Management tool to obtain the site
access means. During the WO execution, the Field Resource must
verify continuously if there are exceptions that may prevent the normal
progress of the WO. Verify Exceptions Continuously, followed by
actions depending on the occurrence. Owner / Responsible: NSA Shift
Engineer / Field Resource.

After the WO is accepted and preparation work is completed or if

preparation work is not required, the Field Resource will travel to site,
following site access instructions verified in step above. When arriving
at site, the Field Resource will continue to make use of the site access
details provided in the WO or in a local site access database to enable
his / her access. Additional assistance may be requested from CNOC
if required subject to availability. Examples of necessary site access
details are:
o Site location, including map grid references;
o Building description or equipment housing description, e.g.:
o Stand-alone hut;
o Rooftop location;
o In-building location, etc.
o Access / Security details;
o etc.
Owner / Responsible: Field Resource

On arrival at site and prior to opening the equipment room door, the
Field Resource must inform the CNOC Front Office of the on-site
activity start, providing the following information or, as specified in the
WLA document:
o Site Identification number/code;
o Trouble Ticket Number;
o Estimated completion time;
o Whether activity will be Service Affecting; Etc.

1.6

Additional Support Request

1.7

Escalation

1.8

Following initial analysis of the problem, the Field Resource may

require additional assistance to resolve the problem, from another
Field Resource with a different level of competence or skill set. This
support may be provided either remotely or on-site (subject to local
processes/availability). Owner / Responsible: Field Resource.

In case the TT/WO in not accepted within a pre-decided time (as per
Business rule) escalation has to happen to the Dispatch Shift Manager
and/or the Incident Manager.

Escalation

In case the TT/WO in not accepted within a pre-decided time (as per
Business rule) automatic escalation has to happen to the Dispatch
Shift Manager and/or the Incident Manager.

The Dispatcher shall monitor continuously the progress of the Work

Order allocation. If there may be a delay in acceptance of the Work
Order by the NSA Shift Engineer the Dispatcher will notify the
Dispatch Shift Manager that the WO allocation is in jeopardy. The
Incident Manager will also be notified. The TT status (BMC Remedy) is
updated to Jeopardy - Dispatch. Owner / Responsible: NSA Shift
Engineer / Dispatcher.

The Field Resource shall monitor continuously the progress of the

Work Order. If there may be a delay in completion of the Work Order
or restoration of a failure, local escalation to the Dispatch Center must
be implemented. The Field Resource will notify the Dispatcher that the
WO is in jeopardy. The Dispatch Shift Manager will also be notified.
The TT status (BMC Remedy) is updated to Jeopardy - Field.
Owner / Responsible: NSA Shift Engineer / Field Resource.

1.9

Technical Support Provision

1.10

1.11

WO Execution

Execute the tasks described in the Work Order in accordance with the
relevant Operations and Maintenance instructions. Owner /
Responsible: NSA Shift Engineer/ Field Resource.

Depending on the activity being executed, the Field Resource may

need to report to the NSA Shift Engineer each step of the WO
progress. Each activity may have different requirements for progress
reporting, in terms of frequency, Critical/non-Critical faults, etc. Owner
/ Responsible: NSA Shift Engineer / Field Responsible.

The Field Resource must evaluate Work Order progress continuously

to determine if work can be completed within defined time, or
determine what further action or assistance is required to complete the
task within the WLA. Owner / Responsible: Dispatcher / Field
Resource.

If the Field Resource estimates that the Work Order cannot be

completed within the WLA time, the Dispatch Centre (in this case the
Dispatcher responsible for creation of WO) must be informed. Owner /
Responsible: NSA Resource / Field Resource.

Work Order Testing

1.12

Contact Technical Support. During execution of a Work Order, if

required the Field Resource can contact the CNOC to request an
appropriate level of Technical Support. Owner / Responsible: Field
Resource .

When the Work Order activities are completed the Field Resource
must perform the specified system or equipment tests and analyses
results to confirm that the corrective action(s) have been successful.
The Field Resource will consult with the CNOC to confirm the alarm
has cleared. If tests are successful then the Field Resource will close
the WO with the Dispatcher. Owner / Responsible: NSA Resource /
Field Responsible.

Work Order Closure

Once the Work Order activities have been successfully completed, the
Field Resource shall communicate this to the Dispatcher who will
update the status (BMC Remedy) to Resolved: The assignment has
been resolved. A summary of the actions taken (Solution Report) must
be provided to the Dispatcher who will include the information in the
TT Resolution. Owner / Responsible: Dispatcher / Field Resource.

If the Field Resource detects a problem in the infrastructure or in the

site facility / environment that is causing or may cause failures in the
systems or performance degradation, he or she must contact the NSA
Shift Engineer who will in turn contact CNOC Front Office (Event
Management process) to open a TT and initiate further investigations,
as needed. Owner / Responsible: NSA Resource / Field Resource.

After work is completed and there is no additional work to be executed

in the site, the Field Resource shall start preparation to leave the site:
o Request to CNOC Front Office to check that the site is clear of
any unexpected alarms.
o Ensure the site is clean and in good condition.
o All rubbish and/or dangerous materials must be removed from
site, in accordance with applicable environment
directives/policies and procedures.
Owner / Responsible: Field Resource.

WORK ORDER RESCHEDULING

2.1

New Deadline Check

Check if the Deadline Can be Met. This activity will be executed when
one of the following conditions are present:
o Field Resource has reported a possible breach of the WLA
requirements;
o Exception conditions found during the WO execution flow;
o Field Resource must wait to receive Spare Part / Tools;
o WO is in Jeopardy status.

REJECTED WORK ORDER HANDLING

3.1

Rejection Evaluation

If a WO is rejected by the Field Resource the Dispatcher must

evaluate the rejection reasons to define how to proceed with the work
execution. The following reasons may have been reported:
o Lack of competence;
o Missing information or equipment to carry on with the task;
o Wrong WO, e.g.: requested service is not in scope;

o Any other reason.

After evaluation the Dispatcher can follow one of the probable
work flows:
o Escalation required;
o Field Resource reselection needed;
o Additional information or equipment required;
o Work Order is wrong: need to be cancelled;
A Rejection from Field will cause the WO to become Rejected From
Field.
Owner / Responsible: Dispatcher

3.2

Escalation

3.3

Work Order Re-assignment

3.4

3.5

Initiate local escalation to the Dispatch Shift Manager according to

established escalation matrix. The Dispatch Shift Manager may
escalate to the Incident Manager. Owner / Responsible: Incident
Management.

Upon conclusion that the Work Order has to be assigned to another

Field Resource the Dispatcher will take the actions to perform a
selection and scheduling of another resource. The TT status (BMC
Remedy) is updated to Assigned To Field. Owner / Responsible:
Dispatch Centre / Originator.

Information Request

Set WO as waiting. This activity is performed when the services

requested on the Work Order cannot be performed without obtaining
additional information or special equipment. The TT status (BMC
Remedy) is updated to Waiting - Internal or Waiting - External, as
required. Owner / Responsible: Dispatcher

CNOC Front Office (or NSA Shift Engineer) will request additional
information or equipment to the responsible area, based on the Work
Order specification, as reported by the Field Resource. Owner /
Responsible Dispatch Centre / Originator.

Work Order Re-dispatch

The Dispatcher will re-dispatch the WO to a new NSA Shift Engineer.

The TT status (BMC Remedy) is updated to Assigned To Field.
Owner / Responsible: WO creating agent / WFM tool.

3.6

Work Order Closure

3.7

Trouble Ticket Cancel

3.8

If the Dispatcher responsible for a Work Order has requested to

cancel it the TT status (BMC Remedy) is updated to Resolved. The
assignment is considered to have been resolved. Owner /
Responsible: Dispatcher

Upon deciding the TT is incorrect in agreement with the Front Office

Engineer, the TT status (BMC Remedy) is updated to Cancelled. The
TT is incorrect and has been cancelled. Owner / Responsible: Front
Office Engineer / Dispatcher.

Stakeholders Communication

The Dispatcher must notify the Dispatch Shift Manager that a TT has
been closed without being implemented or cancelled due to request
from the NSA Shift Engineer or Field Resource. The reasons for
closure or cancellation shall be registered in BMC Remedy. Owner /
Responsible: Dispatcher.

Process Flow

Unassigned
Assigned to Dispatch
Accepted by Dispatch
Rejected by Dispatch
Assigned to Field
Accepted by Field
Rejected by Field
In Progress
Resolved
Closed
Cancelled
Waiting Internal
Waiting External
Jeopardy Dispatch
Jeopardy Field

Work Order Status Categories

A Trouble Ticket has been created in BMC Remedy

A Trouble Ticket has been assigned to the Regional Dispatch Center
The Trouble Ticket has been accepted by the Regional Dispatch Center. All
the required information has been provided in the Trouble Ticket.
The Trouble Ticket has been rejected by the Regional Dispatch Center. The
required information in the Trouble Ticket is incomplete or incorrect.
A Work Order has been created and dispatched to an NSA Shift Engineer. The
NSA Engineer has allocated the appropriate Field Resource.
The Work Order has been accepted by the Regional Dispatch Center. All the
required information has been provided in the Trouble Ticket.
The Work Order has been rejected by the NSA Shift Engineer. The information
in the work order is incomplete or incorrect.
The NSA Shift Engineer has assigned the work to a Field Resource and work
is in progress.
The work specified in the work order is complete, tested and cleared with the
CNOC.
The CNOC has verified the Trouble Ticket is closed.
The CNOC in consultation with the Dispatcher or NSA Shift Engineer has
determined the TT is incorrect.
The Trouble Ticket has been put on hold and is waiting for
information/equipment from within the organisation
The Trouble Ticket has been put on hold and is waiting for
information/equipment from an external organisation
The Dispatch Center has exceeded the SLA to assign the Work Order to the
Field
The NSA Shift Engineer has exceeded the SLA to assign the Work Order to a
Field Resource or the Field Resource has exceeded the SLA to carry out the
work.

Desired Remedy Fields

Region i.e. Region 3, needs to be populated at the CNOC
Dispatcher Name of Dispatcher who accepts the TT, populated at the
Regional Dispatch Centre
Status See Section 5 above, this is in relation to the Region Only i.e. The
CNOC will have additional entries.

Abbreviations

Abbreviation

Meaning

3PP

Third Party Products

BSS

Business Support System

DC

Dispatch Center

FR

Field Resource

FT

Field Technician

MOP

Method of Procedure (typically from vendors)

CNOC

Central Network Operating Centre

OHS

Occupational Health and Safety

OLA

Operational Level Agreement

OSS

Operational Support System

SLA

Service Level Agreement

SPMS

Spare Parts Management System

TT

Trouble Ticket

WFM

Work Force Management

WLA

Working Level Agreement

WO

Work Order

Response
Log

Update

Restoration

Progress

Time

(next inform)

(Incident)

Time
Code Priority

Incident

st

(1 & 2

nd

(Min)
inform)
4

Disaster Within 30

Refer to Disaster Escalation Process

Critical

Within 30

Within 30

Every 30 Min

Major

Within 30

Within 30

Every 2 Hours 8 Hours

Minor

Within 30

Every 12 Hours24 Hours

4 Hours