T20260616.0003 — Berco Intercom B4 werkt niet Complete

Status: Complete
Priority: L3- Incident laag
Category: TSV Incidents
Type: Incident

Queue: TPS - Tickets
SLA: 7x4
Issue type: –
Source: Telefoon

Klant: Berco (5482TK36)
Contact: Niels Ceelen
Contract: Berco (5482TK36) - 7x4 (HW+SW)
Asset (CI): –
Toegewezen aan: Zain Jawad Kazem

Aangemaakt: 2026-06-16 08:48
Due date: 2026-07-14 08:26
Resolved: 2026-07-07 10:58
Completed: 2026-07-07 10:58
Laatste activiteit: 2026-07-07 10:58

Beschrijving

Als iemand van buiten belt, dan gebeurt er niks. Intercom gebruiker (401) staat wel geregistreerd in de IP Office.

Verloop

2026-06-16 08:46 Time-entries Zain Jawad Kazem 0.17 uur

Toen ik op locatie was geweest, heb ik de intercom getest. Als iemand belt, dan zie ik geen Invite binnenkomt in de IPO. Ik denk dat er een issue in de buiten inbel unit (kabel niet goed, of het kapot is). Klant gaat dit controleren en als er een hulp nodig is, dan zal hij ons vragen.
2026-06-16 08:48 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket new NL - aanmeld email naar klant nieuwe stijl" fired.

When a ticket is: Created And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket aanmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (E.Peelen@berco.nl); Ticket Contact (N.Ceelen@berco.nl) Initiated by Zain Jawad Kazem
2026-06-30 08:49 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] waiting customer 2wk - mail naar primary" fired.

When a ticket is: Idle For 14 Calendar Days And the following conditions are met: Queue equal to "TPS - Tickets" Primary Resource (zjawad@tsv-groep.nl) is not empty Status equal to "Waiting Customer" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket 2 weken op waiting customer email) to Primary Resource (zjawad@tsv-groep.nl) Initiated by Zain Jawad Kazem
2026-07-02 08:49 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] waiting customer 2wk - mail naar primary" fired.

When a ticket is: Idle For 14 Calendar Days And the following conditions are met: Queue equal to "TPS - Tickets" Primary Resource (zjawad@tsv-groep.nl) is not empty Status equal to "Waiting Customer" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket 2 weken op waiting customer email) to Primary Resource (zjawad@tsv-groep.nl) Initiated by Zain Jawad Kazem
2026-07-07 10:48 Time-entries Zain Jawad Kazem 0.17 uur

geen hulp gevraagd. Ik ga ticket afsluiten.
2026-07-07 10:58 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket completed NL - gereedmelding email naar klant nieuwe stijl" fired.

When a ticket is: Edited By Autotask Resource, Ticket In Current Status For 5 Minutes And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Status changed to "Complete" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (E.Peelen@berco.nl); Ticket Contact (N.Ceelen@berco.nl) Initiated by Zain Jawad Kazem
2026-07-07 10:58 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-07-07T10:58:52.383Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-07-07T10:58:50.960Z",
  "lastCustomerVisibleActivityDateTime": "2026-07-07T10:58:31.623Z",
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  "resolutionPlanDateTime": "2026-07-07T10:58:00.000Z",
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  "resolvedDateTime": "2026-07-07T10:58:00.000Z",
  "resolvedDueDateTime": "2026-07-14T08:26:58.227Z",
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  "ticketCategory": 103,
  "ticketNumber": "T20260616.0003",
  "ticketType": 2,
  "title": "Berco Intercom B4 werkt niet",
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      "name": "Factuur omschrijving",
      "value": "geen hulp gevraagd. Ik ga ticket afsluiten."
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