Operations journey · Care and field

One ticket from first call to the van.

Keep customer, plant, and field work on the same record: care captures the problem, Detect narrows the plant cause, Ticket owns the work, and Workforce puts a technician on the address with the history attached.

Watch the ticket walkthrough Open the Ticket app
Done means Owned · located · dispatched A pilot incident has an owner, a plant or customer location, and a clear path from care to field resolution.
  1. 01 Define the work model Agree ticket types, priorities, due dates, queues, and who owns care, NOC, and field work. Done when: types, owners, and SLAs are accepted
  2. 02 Attach operational context Link tickets to customers, contracts, modems, or network elements so agents never start from a blank form. Done when: a pilot ticket opens with the right related records
  3. 03 Surface plant trouble Use Prime Detect to see impairments, affected devices, and whether the issue is local or plant-wide. Done when: detected trouble can create or enrich a ticket
  4. 04 Dispatch the field visit Place open tickets, trucks, and technicians on the Workforce map and assign the visit in Ticket. Done when: a dispatcher can see who is free and how to reach the address
  5. 05 Close the customer loop Let care agents work the same customer context, including portal requests, and confirm resolution back on the ticket. Done when: care, NOC, and field share one status and history

What to prepare

Prepare ownership before the first live incident.

Ticket is the system of record for the work item. Detect and Workforce add plant evidence and field visibility; they do not replace assignment, priority, or history.

01

Ticket model

  • Configurable ticket types
  • Priority, state, and due date
  • Assignment to one or more users
02

Customer and plant context

  • Links to modems, contracts, or network elements
  • Care workspace and interaction history
  • Printable summaries for field staff
03

Impairment visibility

  • Detect dashboard and trouble board
  • Affected modem and plant context
  • Mute and ticket hooks for known issues
04

Field dispatch

  • Map of trucks, in-house users, and open tickets
  • Directions and ticket popups
  • Availability versus in-work truck state
05

Intake channels

  • Care-agent creation
  • Portal and customer self-service requests
  • NOC creation from detected trouble
06

Review

  • Open-ticket filters and reminders
  • Counts and handling time by type
  • Shared status after the visit

Queue, plant, and field

See how the ticket becomes visible work.

The Ticket walkthrough shows ownership and queue control. Workforce shows dispatch on the map. Detect screenshots show the plant evidence behind a field visit. YouTube loads only after you press play.

Ticket queueHow operators structure types, assignment, and the operational ticket list.
Field dispatchTechnicians, tickets, and directions on the command-center map.
Prime Ticket table listing tickets with their state
Ticket listType, state, and assignment in one queue. Archive capture from 2021.
Prime Workforce map with a selected field-work item
Work on the mapA field item opened from the live dispatch view. Archive capture from 2021.
Detect trouble dashboard with outage charts and affected modem counts
Plant troubleImpairment summary used before creating or enriching a ticket. Archive capture from 2020.

Apps in this journey

Care records it, Detect locates it, Ticket owns it, Workforce routes it.

Each app has a distinct job. The value is the handoff: the same work item stays linked to customer, plant, and technician.

Prime Ticket

Prime

Owns type, owner, priority, due date, status, and history for operational work.

Open app

Prime Customer Care App

Prime

Gives agents a guided workspace on the shared customer and service context.

Open app

Prime Detect

Prime

Surfaces plant impairments and affected devices that should become tickets.

Open app

Prime Workforce

Prime

Shows technicians, tickets, and directions so dispatchers can assign the visit.

Open app

Prime CRM

Prime

Provides the customer, contract, and address of record behind the ticket.

Open app

Prime Monitoring

Prime

Adds device-level signal and session evidence for NOC and field diagnosis.

Open app

Source material

Prime Ticket

Canonical ticket types, assignment, priority, and operational queue.

Prime Workforce

Map-based dispatch; assignment still happens in Ticket.

Prime Detect

Plant trouble, affected modems, and ticket hooks.

Related journey

Customer self-care

Let portal requests land in the same ticket and customer context.

Organize your Telco

Keep care work on the shared customer, contract, and billing records.

Pilot one incident all the way to a van.

Bring ticket types, care and NOC owners, a plant example, and a field address; we will map the shortest owned path from first call to resolution.

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