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Updating a support ticket

You can update an open support ticket to add notes (to communicate with Lumen), upload attachments, or change the contact information for the ticket.

To update a support ticket:

  1. From the main menu, select Support Tickets.

    Media portal lists active tickets for your organzation, tickets closed within the last 30 days, and the status for each ticket:

    • In Progress—we received your ticket and are assigning it to a technician to work on your service issue or request.
    • Active—the support ticket is still open and we are working on your service issue or request.
    • Closed—we resolved your service issue or you closed the support ticket.
    • Complete—we completed your request to move, add, or change your service.
    • Cancelled—you canceled the request to move, add, or change your service.
Support Tickets
  1. Click the ticket ID hyperlink for the ticket you want to update.

    Media portal shows details for the support ticket.
  1. Update the ticket by doing any of the following:

  • To update the contact information for the ticket, update the Primary Contact, Phone, and/or Email fields.

  • To add a note to the ticket, type the information in the Add a Note field.

  • To add an attachment to the ticket, click Upload, browse for the file you want to attach (up to 20MB), then click Open.
  1. When you're done, click Save Changes.