Reactive
This ticket type is auto-created upon alarm or a single customer escalation.
What is Single Customer OOS?
This ticket type can be auto-created or manually created for non-service impacting fixes.
What is Repair?
Preventative tickets are designed to avoid outages by addressing issues before they happen. True or False?
What is True
Multiple alarms fire in a region, but only one customer has called in so far. Which Reactive ticket type should be created?
What is Multiple Customers OOS (alarms confirm multiple customers impacted).
What does “MOP” stand for in network operations?
What is Method of Procedure.
If an alarm shows multiple customers are without service, this ticket type is auto-created.
What is Multiple Customers OOS?
This Planned ticket type is created when temporary work needs to be converted into permanent work.
What is Temp to Perm Repair?
Preventative tickets for heating, ventilation, and cooling systems fall under which category?
What is HVAC?
A crew finds a pedestal door open, exposing live fiber jumpers. No service impact is reported. Which ticket type applies?
What is Public Safety Issue — hazard exists even if service is still up.
True or False: A MOP is only used for emergency repair situations.
What is False — it’s a step-by-step procedure used for planned work.
Which ticket type is created when there is no light escalation from the Install or Drop team?
What is Service Activation?
A new network capability is being added that qualifies as a system improvement. Which Planned ticket type is this?
What is Upgrade?
A facility requires scheduled service to its UPS and battery backup systems. Which Preventative ticket should be created?
What is Additional Power Supply?
A line crew identifies damage on a fiber pedestal during routine work. No customers are impacted. What ticket type should be created?
What is Repair (Planned, non-service impacting)?
A crew is preparing to splice new fiber into a live network. Which document should outline the exact steps, timing, and risk mitigation for the job?
What is A Method of Procedure (MOP).
A customer reports their service is working but not up to standard. Which Reactive ticket should be created?
What is Degraded Service?
Which Planned ticket type is manually created to provision additional fibers or services on the existing network?
What is Provisioning?
A Preventative ticket is created to clear brush around fiber huts. Which ticket type is this?
What is Landscaping?
A pole transfer requires inspection for compliance. Is this Preventative or Planned?
Planned (Pole Transfer), not Preventative.
If a technician encounters an unexpected issue during a MOP, what should they do before continuing work?
What is Stop and escalate according to the MOP instructions (never deviate without approval).
A lashed wire is broken and hanging 3 feet off the ground. Which Reactive ticket type should be created?
What is Public Safety Issue?
A relocation request does not meet the major relocation definition and is non-reimbursable. Which Planned ticket type should be used?
What is Minor Relocation?
Preventative tickets are auto-created by alarm boards when faults occur. True or False?
What is False — Preventative tickets are manually created.
A technician performing preventative landscaping trims a tree and accidentally cuts a drop. The customer immediately loses service. Which ticket type should be created?
What is Reactive – Single Customer OOS (not Preventative, because service is now impacted).
A MOP calls for testing and documenting results after work is complete. Why is this step critical?
What is To verify service is restored/maintained and provide a record of work quality.
An install tech escalates a no-light ticket after attempting to activate new service, but the customer was never in production. Should this be OOS?
What is No — Service Activation, not OOS.
A NUIMS ticket must be issued to complete a pole transfer. Which Planned ticket type does this apply to?
What is Pole Transfer?
Preventative Active Equipment tickets include both hardware and software audits of network electronics. True or False?
What is True
A customer reports “no service,” but after escalation it’s discovered that the drop was cut during landscaping. Should this be logged as Single Customer OOS or Repair?
What is Single Customer OOS — outages always fall under Reactive, not Planned Repair.
A cut drop is reported by a customer. Should this be Repair or Single OOS?
What is Single OOS — any outage defaults to Reactive.
A team needs to validate that a newly constructed fiber route is complete and correct before being placed into service. Which ticket type should be created?
What is Network Acceptance?
A Preventative ticket uncovers a structural crack in a fiber hut. If no immediate danger exists, which ticket type applies?
What is Structures
A customer calls reporting their internet is down. After investigation, it’s confirmed the drop was cut during construction, but alarms also show three other homes impacted.
What is Multiple Customers OOS — alarms confirm multiple homes are down.
Which Planned ticket type is created to commission additional active electronics to support new services or network functionality?
What is Network Commissioning?
During a Plant Audit, a technician discovers a splice tray is unsecured. No alarms or outages are active, but the condition could lead to failure. Should this remain Preventative or be escalated?
Remain Preventative — since there is no active impact yet.
A customer requests a check of their drop, and the team opens a ticket to verify plant health. Which Planned ticket type should be created?
What is Plant Audit?
A pedestal is found severely damaged by a vehicle accident. At the time, no customers are reported down, but live fiber is presents.
What is Reactive – Public Safety Issue (hazard exists now, even without an outage).