Quote:
Originally Posted by General Maximus
In defence of the dude above though, I am pretty sure 1st line can't raise an issue with networks directly even if they can see 95% of the modems are offline as you stated.
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1st Line can't see if other modems are offline, so for them to know this, a fault ticket must have already been raised. In this case, they should have just logged the fault against the open ticket.
However, I am mindful that we only have one side of the story. Perhaps there was some other reason that the agent believed a technician was required, despite the open outage.