The Troubleshooting ticket is for the Operations Team to utilize, when applicable, based on the defined “Issue Type” drop-down selection, only.
The completed ticket will be e-mailed to the Wave Customer Service Group for processing and the sender will receive an e-mail CC copy, establishing a start day/time.
The CSR team will immediately begin troubleshooting and forward a resolve response to the sender the moment resolve is attained.
Operations Team “pre-troubleshooting” responsibility
Initiating a trouble ticket is the last resort to resolve. Traffic Managers must front-line troubleshoot making sure all applicable BOL/Load instructions are applied and unit identification is executed properly.