About BSNL Selfcare Portal Support Ticket System Model and LCO Involvement!

Does anyone know how the Selfcare portal suppprt ticket system works?

Does the LCO people have managerial access to BSNL’s ticketing system? Which will probably let them the following:

• notify them when a customer under their service area posts a support request
• change the status of the ticket
• close a ticket
• keep it open

......etc?

Or is it handled solely by the BSNL employees?

This is my Understanding
LCO dont have access to BSNL ticket system
Once ticket is raised, it is assigned to BSNL person who will inform the LCO of fault. (LOC act as line man here instead of BSNL person)
Fault is fixed. LOC inform back to BSNL person regarding fix
BSNL person close the ticket. (They do call the customer to check if the fault is fixed)
expected LCO SLA is 8 hours

Thank you very much for the reply, much appreciated.

expected LCO SLA is 9 hours

Click to expand...

Can I know your source for this info. Thanks.

Info from my LCO..

Thank you.