Wholesale: Products & Services

Archived System CR SCR092303-02 Detail

Eschelon requests Qwest to implement a 25-page limit to view tickets in CEMR. Qwest should allow a CLEC the opportunity to review 25 pages of history of a ticket. Eschelon regularly has a need to view more than 10-pages of history of a single ticket in CEMR for resolution or analysis. The tickets that exceed the current 10-page limit are mostly likely the type of ticket that require analysis and/or closer attention to resolve. Because there is a 10-page limitation to the amount of pages that can be viewed, a CLEC may not be able to determine next steps for the needs of a customer or access the most basic of information such as, who opened the repair ticket because the current limitation allows only the most recent 10 pages of history and that data appears on the first page.

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Original Description:

Eschelon requests Qwest remove the 10-page limit to view tickets in CEMR. Qwest should allow a CLEC the opportunity to review the entire history of a ticket, without any limitations to number of pages. Eschelon regularly has a need to view the entire history of a single ticket in CEMR for resolution or analysis. The tickets that exceed the 10-page limit are mostly likely the type of ticket that require analysis and/or closer attention to resolve. Because there is a limitation to the amount of pages that can be viewed, a CLEC may not be able to determine next steps for the needs of a customer or access the most basic of information such as, who opened the repair ticket because the limitation allows only the most recent 10 pages of history and that data appears on the first page.

Expected Deliverable:

Qwest will update CEMR to remove the 10-page limitation in CEMR. A CLEC needs the ability to review the entire history of a ticket.

Status History

Project Meetings

-- December 17, 2003 Systems CMP Meeting Discussion: Lynn Notarianni/Qwest noted that this CR was implemented on December 15th. Kathy Stichter/Eschelon stated that there is an Event Notification on this CR, #517473. Lynn Notarianni/Qwest stated that there is a problem with printing history. This CR remains in CLEC Test.

-- COMMUNICATOR ISSUED: 11/26/03 EXCERPT - Per the CMP Exception vote held on November 24, 2003 for CMP CRs SCR111103-02EX, SCR111303-02EX, the CLECs and Qwest agreed to the following exception timeline: Draft Release Notes to be distributed 25 calendar days prior to prior to the Release Production Date, and the Final Release Notes to be distributed 18 calendar days prior to the Release Production Date. The date of the CEMR Release has been moved up to December 15, 2003. This notification reflects the revisions to timeline announced with notification SYST.11.20.03.F.01081.CEMRDrftRelNot which was distributed on November 20, 2003.

On November 27, 2003, Qwest will post the Final Release Notes, and CEMR OnLine Help (User’s Guide) to reflect the changes that will impact CEMR. These will be posted to the System Document Review Archive and Responses at http://www.qwest.com/wholesale/cmp/reviewarchivesystem.html

Summary of Changes

SCR092303-02: Currently, CEMR allows the user to view the most recent 10 pages of history for a repair ticket. CEMR will be enhanced to increase the page limitation for View History of Ticket in CEMR to a 25 page limit. This will allow users to view the history of a repair ticket up to 25 pages in length.

The CEMR OnLine Help (User’s Guide) was modified on November 26, 2003 with these enhancements and is posted on the System Document Review Archive and Responses at http://www.qwest.com/wholesale/cmp/reviewarchivesystem.html.

Training for CEMR can be found at the Qwest Wholesale Training web site located at: http://www.qwest.com/wholesale/systems/cemrandrce.html. Training will be available to all External Customers and CLECs. To register for the training or to obtain a listing of available class offerings, locate the CEMR Hands On link in the catalog, then click on the registration link at the end of the row and follow the instructions.

Comment Response: There were no comments received during the CLEC Comment Cycle; therefore, Qwest Response to CLEC comments is not required.

- November 24, 2003 Email sent to Bonnie Johnson/Eschelon: Hi Bonnie, I have attached a copy of your CR wich includes your approved language revision. NOTE: This CR is targeted for deployment on December 18, 2003. Have a great Thanksgiving! Peggy Esquibel-Reed Qwest CMP CRPM -- Systems

- November 21, 2003 Email Received from Bonnie Johnson/Eschelon: God bless you Peggy. What would I do without you. I am fine with the changes. Thanks so much and have a great weekend! Bonnie J. Johnson Director Carrier Relations Eschelon Telecom, Inc.

- November 21, 2003 Email Sent to Bonnie Johnson/Eschelon: Hi Bonnie, I have attached a partial copy of your CR, SCR092303-02 Qwest to Remove 10 Page Limitation to View History of Ticket in CEMR, with the revision as agreed during yesterday's Systems CMP Meeting. I hope you don't mind, I know you are very busy. I have made a revision to the Title and to the CR Description. Please review and advise if you approve of the revised CR Title and Description, or advise of the changes that you would like made. I will make the changes to the actual document upon your approval or revised language submission. The revised language will be added to your CR and the original language will also remain on the document. The revisions will be made just as they are shown in the attached document. Thanks and have a great weekend! Peggy Esquibel-Reed Qwest CMP CRPM -- Systems

-- November 20, 2003 Systems CMP Meeting Discussion: Lynn Notarianni/Qwest stated that Qwest is hoping to get this CR in the December Release. Lynn stated that there would be a 25-page limitation and stated that it would capture all that the CLECs need. Lynn stated that the LOE has been revised to 80 to 100 hours. Lynn Notarianni/Qwest asked if Eschelon would revise the CR to reflect the 25-page limitation, in order to prevent confusion, in the future. Bonnie Johnson/Eschelon agreed to revise the CR but stated that she would like the original verbiage to be kept in the CR.

October 16, 2003 Systems CMP Meeting Discussion: Bonnie Johnson/Eschelon reviewed the CR description and stated that during the clarification call, Qwest agreed to look at the limitation. Bonnie stated that if the CLEC needs to look back to determine a root cause of the trouble reported, it is more problematic to have the 10-page limitation. Dan Busetti/Qwest stated that his research found the most number of pages to be 18-pages. Bonnie Johnson/Eschelon stated that Qwest was also going to determine if a page limitation was even needed. Dan Busetti/Qwest stated that a limitation is in fact needed and it looks to be 20 to 25 pages. Connie Winston/Qwest stated that Qwest would determine, for the November CMP Meeting, what that limitation is and provide the Level of Effort. There were no additional questions or comments. The status of this CR remains in Evaluation.

- 9/30/03 Clarification Meeting

Introduction of Attendees Bonnie Johnson - Eschelon, Stephanie Prull - McLeod, Dan Busetti - Qwest, Justin Sewell - Qwest, Cathy Garcia - Qwest, Jeanne Whisenant - Qwest, Lynn Stecklein - Qwest

Review Description of Change Lynn Stecklein - Qwest reviewed the description of change. Eschelon is requesting that Qwest remove the 10 page limitation to view the history of the ticket in CEMR. Bonnie Johnson - Eschelon stated that the Eschelon Engineer and the Eschelon analyst are attempting to analyze DS1s and DS3s tickets that are 'No trouble found' and 'Test okay' and are finding it difficult to do the analysis because of the 10 page limitation. Bonnie also stated that the Repair Service Bureau said that you can't even see who opened that ticket. Bonnie said that Eschelon does not want a manual process.

Discussion Dan Busetti - Qwest asked Eschelon how often that they are finding it necessary to see the additional history on the OSSLOG on the WFA - C ticket. Bonnie Johnson - Eschelon stated that they are not requesting the history of the phone number. She said that they are only looking for the history of 1 CEMR ticket and they can't seem to get all of the information they need. Bonnie said that they have called the Help Desk and they say that is the way the system is supposed to work and any change to the system would require a change request. Bonnie stated that she felt that this request would impact 30% of the tickets. Dan Busetti/Qwest said that a decision was made based on analysis awhile back and that the 10 pages was a reasonable amount of data/history for the tickets. Cathy Garcia - Qwest if this request was applicable to non-design and design. Justin Sewell - Qwest stated that traditionally non-design tickets don't normally have 10 pages. Bonnie Johnson -Eschelon stated that she would like this request to address both non-design and design. Justin Sewell - Qwest asked if Eschelon wanted the information displayed in the current manner. Bonnie Johnson - Eschelon said that they have identified other minor navigational things in CEMR but for this request they want the information displayed in the same manner. Dan Busetti - Qwest asked if limitations were found in the system could we change the limitiation to 20 to 30 pages for example. Bonnie Johnson- Eschelon said that they could potentially look at that suggestion and asked if there was any way we could determine how many tickets are over the 10 page limitation. Dan Busetti - Qwest said that he did not think so but would do some research. Dan also asked Eschelon to provide any information, data or ticket numbers where they have encountered this limitation.

Confirm Areas and Products Impacted This change request is applicable to non-design and design services in CEMR.

Establish Action Plan Lynn Stecklein - Qwest stated that Eschelon will present this change request at the October 16, 2003 CMP systems meeting.

CenturyLink Response

October 7, 2003

RE: SCR092303-02 (Qwest to Remove 10 Page Limitation to View History of Ticket in CEMR)

Qwest has reviewed the information submitted as part of Change Request SCR092303-02. Based upon research that has been conducted following the Clarification Meeting (held September 30, 2003) Qwest is still examining the issue. Qwest will continue to research the problem and provide an updated response at the October Systems CMP Meeting.

At the October Monthly Systems CMP Meeting, CMP participants will be given the opportunity to comment on this Change Request and provide additional clarifications. Qwest is interested in the experiences of the CMP community as relates to this issue. Qwest will incorporate any feedback received at the next Monthly Systems CMP Meeting into further evaluation of this Change Request.

Sincerely, Qwest