T20260629.0002 — Ecu dect defect. Complete

Status: Complete
Priority: L2- Incident normaal
Category: TSV Incidents
Type: Incident

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

Klant: Koopman International BV (1031HH88)
Contact: Jasper Veen
Contract: Koopman International BV (1031HH88) - 7x4 (HW+SW)
Asset (CI): –
Toegewezen aan: Ralf Luhrmann

Aangemaakt: 2026-06-29 09:25
Due date: 2026-07-24 09:23
Resolved: 2026-07-20 14:08
Completed: 2026-07-20 14:04
Laatste activiteit: 2026-07-20 14:05

Beschrijving

Master is defect Standby werkt nog wel. Er is een reserve zender beschikbaar. +31612075485

Verloop

2026-06-29 09:25 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 (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by André Kik
2026-06-29 09:25 Systeemnotities Systeem

Workflow Rule "[TPS-Ticket] Level 2 Incident Teams Notification" fired.

When a ticket is: Created And the following conditions are met: Priority in list "L2- Incident normaal" Then execute the following actions: Send notification e-mail ([TPS-Tickets] L2 Notification Teams) to Teams email notifier (2bd0cb44.tsv-groep.nl@emea.teams.ms) Initiated by André Kik
2026-06-29 11:00 Time-entries Ralf Luhrmann 1.83 uur

Ingelogd voor controleHet is me niet duidelijk om welke zender het zou moeten gaan. Locatie en IP? Wat is er met de zender gebeurd dat hij het niet (zou?) doen? Welk zender is dan de standby voor deze master (eventueel IP?)? Men heeft een reserve zender? Gebeld om meer info te krijgen maar ik kreeg een voicemail bericht, boodschap achtergelaten.
2026-06-29 12:07 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Ralf Luhrmann
2026-06-29 12:45 Time-entries Ralf Luhrmann 1.50 uur

Reserve zender die de klant nog had geprogrammeerd als master. Graag testen met een aantal in- en uitgaande gesprekken
2026-06-29 14:30 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Ralf Luhrmann
2026-06-30 08:00 Time-entries Ralf Luhrmann 0.17 uur

Klant heeft getest en de 'nieuwe' zender werkt goed. Klant gaat bij hoofdkantoor informeren of er een nieuw zender als reserve geleverd moet worden.
2026-06-30 13:08 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Ralf Luhrmann
2026-07-14 13:08 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 (rluhrmann@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 (rluhrmann@tsv-groep.nl) Initiated by Ralf Luhrmann
2026-07-16 13:08 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 (rluhrmann@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 (rluhrmann@tsv-groep.nl) Initiated by Ralf Luhrmann
2026-07-20 14:03 Time-entries Ralf Luhrmann 0.17 uur

Ticket gesloten
2026-07-20 14:05 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 (telecom@koopmanint.com); Ticket Contact (jasper.van.der.veen@koopmanint.com) Initiated by Ralf Luhrmann
2026-07-20 14:04 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "assignedResourceID": 29682890,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
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  "changeInfoField1": "",
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  "companyID": 340,
  "companyLocationID": 167,
  "completedByResourceID": 29682890,
  "completedDate": "2026-07-20T14:04:57.167Z",
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  "contactID": 30686063,
  "contractID": 29684775,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-06-29T09:25:11.470Z",
  "createdByContactID": null,
  "creatorResourceID": 29682888,
  "creatorType": 1,
  "currentServiceThermometerRating": null,
  "description": "Master is defect Standby werkt nog wel.\nEr is een reserve zender beschikbaar.\n +31612075485",
  "dueDateTime": "2026-07-24T09:23:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682890,
  "firstResponseDateTime": "2026-06-29T12:06:41.497Z",
  "firstResponseDueDateTime": "2026-07-21T10:53:27.380Z",
  "firstResponseInitiatingResourceID": 29682890,
  "hoursToBeScheduled": null,
  "id": 43177,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-07-20T14:05:23.473Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-07-20T14:05:17.350Z",
  "lastCustomerVisibleActivityDateTime": "2026-07-20T14:04:57.150Z",
  "lastTrackedModificationDateTime": "2026-07-20T14:05:17.163Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 2,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "LET OP INDEX",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-07-20T14:08:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-07-20T14:08:00.000Z",
  "resolvedDueDateTime": "2026-07-24T09:23:27.380Z",
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 3,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260629.0002",
  "ticketType": 2,
  "title": "Ecu dect defect.",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Een reserve zender van Koopman is gebruikt ter vervanging van de defecte.\nDe klant zou nog uitzoeken of de defecte zender vervangen moet worden door een nieuw zender maar daar is geen opvolging meer op geweest.\n"
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
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    },
    {
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      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}