Toaster / Tickets

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Run the Optaros Toaster at the start of your shift.

If you don’t have the Optaros Toaster program:

  1. Click HERE
  2. Download the mrtoaster.exe to your computer.
  3. Either run it manually or set it up to run when you start your computer.
Log in to the Jira Dashboard.

(Step 1 can be skipped if the Optaros Toaster opened the Dashboard page for you.)

  1. Login to Jira at https://jira.optaros.com/
    • Username: callcenter
    • Password: firewall1
  2. Watch the CWXTX Queue on the upper right side of the page.
  3. When the count increments from 0, it means a new ticket has come in.
  4. Click on the label “CWXTX Queue” to access that new ticket.
Determine if a ticket needs to be processed.

Tickets that do not need action:

  1. No name in the Reporter field.
  2. Unverified User
  3. Tickets that show @optaros.com in the email when hovering over the Reporter name.
  4. Tickets that have been acknowladged by an optaros agent already (The ticket has been responded to by an Optaros agent)
  5. Tickets that are already assigned to an optaros agent (mouse over the assignee, if it is an @optaros.com email it is an optaros agent)

If the ticket you are looking at has at least one of the above conditions, go ahead and let your team lead know.

Determine if a ticket is a priority ticket.

Tickets that go into Pagerduty:

  1. Tickets marked as Blocker
  2. Tickets marked as Severity 1
  3. Tickets that use “as soon as possible” or “immediate” Tickets that express some sort of reason to rush.
  4. Tickets that use “urgent” no longer qualify as PagerDuty tickets.

If your ticket matches at least one of the above conditions, start processing the ticket in PagerDuty first, then Jira. If your ticket does not have any of the above qualifiers, skip the PagerDuty Section.

If there has already been a Pager Duty ticket entered for a Sev 1, blocker, or inbound call and we receive a duplicate ticket for the issue ENTER ANOTHER pager duty ticket.

PagerDuty Ticketing
  1. Login the pagerduty at https://optaros.pagerduty.com/
    • Username/Email: optarosagents@cwxtx.com
    • Password: firewall1
  2. Click the Incidents tab at the top left.
  3. Click Manually open a new incident button in the right to open a new ticket.
  4. In the new incident select the company or client the ticket is for from the Service drop down list. (Select the company name that uses the CC in it.)
  5. Copy/Paste the title from the Jira Ticket into the Description.
  6. Put in the body – Jira Dashboard Ticket <ticketnumber>
  7. Copy/Paste the body from the Jira Ticket into the Details after the ticket reference.
  8. Submit your ticket by clicking Open a new incident button to finish it.
  9. The finished ticket will show in the list with the status set to triggered. Make note of that Incident number.
Dashboard Processing

If a ticket does need to be worked on, open the ticket description by clicking on the summary of the ticket under summary.

  1. Click the Edit Button
  2. Select your name from the Call Center Agent drop down list.
  3. In the Comment Section, type “Thank you for contacting Optaros Support. A Support Engineer will review your issue shortly.“
  4. If you put in a PagerDuty ticket, add to that comment “PagerDuty Incident <PagerDuty ticket#>”
  5. Click the Update button

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