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In the Tickets section, all of the change tickets that have historically been opened are listed in a table format.
You can use the search field on the top right corner to search for tickets. The ticket table is automatically filtered based on the input, which is matched to the text in any of the columns. For additional information about the ticket, simply click on a specific ticket number. The view of the table can be changed using the options across the top:
  • My tickets – Filters the table to only display the tickets submitted the active user
  • Show closed – Includes all closed tickets in the table; the table defaults to show closed tickets only
  • Expand – Shows additional details about the ticket

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Ticket Details

To view the details of a ticket, click the ticket number and you will be taken to the ticket details page. On the page, you can see the Ticket Stage, details of the submission, as well as the means to communicate back and forth with the LevelBlue team.

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Ticket Stage

There are six stages for Automated Change Tickets: Initialized, Generate Config, Planned, Automation, Manual, Completed, and Cancelled
  • Initialized: This is the first stage after submission. This means the ticket has been successfully submitted and is awaiting to be picked up by someone on the LevelBlue team.
  • General Config: This stage is to confirm the device is accessible and the automated change can be applied. Customers are required to confirm the change on this stage.
  • Planned: This stage is used for Scheduled changes. The ticket remains in the Planned stage until the scheduled implementation time.
  • Automation: A ticket is in the Automation stages while the automation process is underway.
    • Manual: If the Automation fails, the ticket moves to Manual while it waits for manual implementation from the Operations team.
  • Completed: This is the last stage. It means the automation is complete, or the ticket has been closed by the Operations team.
  • Cancelled: This means the ticket has been cancelled by either the customer or the LevelBlue team. Details for the cancellation can be found in the Communication section of the ticket.