Assign, track against SLA, read the escalation ladder, and complete the NOC closure record.
-
1
Assign it to a technician
Open the ticket and use Assign to technician. Search by name or email, add an optional note, and the ticket moves to Assigned. Assignment is NOC and super-admin only.
-
2
Watch the SLA, not the clock
SLA Due appears on the ticket, as a column on the list, and as a banner in the Stakeholders card. The banner reads either On track with the time remaining, or SLA breached with how far overdue. Default windows are 2 hours for Critical, 24 for High, 72 for Medium and 120 for Low — unless the job type sets its own.
-
3
Read the escalation ladder
The Escalation Path in the Stakeholders card is driven purely by how overdue the ticket is: Field Technician while on track, Regional Service Manager once overdue, Head of Field Service past 24 hours overdue, and Head of NOC past 48. Tiers already passed are green, the current tier is amber. A tier showing Not assigned has nobody to escalate to — fix that before you need it.
-
4
Wait for the FSE to resolve
The engineer acknowledges the ticket, does the work, and submits Mark Resolved with notes of at least 20 characters and up to four photos. That moves the ticket to Pending Closure and notifies NOC — it does not close it. Only NOC can close.
-
5
Complete the closure record
The Resolution Review & Closure panel shows what the engineer submitted and their site photos. Below it, NOC fills four required fields: Statement of Issue, Statement of Resolution, Issue Owner and any NOC Comments. Issue Owner matters — not every fault is caused by Daystar, and this is where that is recorded.
-
6
Restore the site and close
If the site was marked Partial or Full Downtime, the Restore site status to Operational checkbox is pre-ticked. Leave it ticked unless the site is genuinely still degraded, then press Close — Complete.
Worth knowing
- Internal note (NOC only) on a comment hides it from field roles entirely — it is filtered server-side, not just hidden on screen.
- Resolution notes are rejected below 20 characters. That is deliberate: "fixed" tells the next engineer nothing.
- A ticket in Acknowledged does not appear in the list Status dropdown or on the Kanban board. If a ticket seems to have vanished after an engineer started work, that is why — open it from the ticket number or from the site.