T20260811.0003 — Doorverbinden naar 755 mislukt. Complete

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

Queue: TPS - Tickets
SLA: Cloud Comfort (5x8x14)
Issue type: –
Source: Telefoon

Klant: Brummer Makelaars o.g. (1054GM95)
Contact: Ella Brouwer
Contract: Brummer Makelaars o.g. (1054GM95) - 5x8 Comfort SLA
Asset (CI): –
Toegewezen aan: Marc Blankestijn

Aangemaakt: 2026-08-11 11:32
Due date: 2026-08-20 09:27
Resolved: 2026-08-21 13:56
Completed: 2026-08-21 13:56
Laatste activiteit: 2026-08-21 13:56

Beschrijving

Ella wilde een gesprek doorverbinden naar Wout 755 maar dat ging 2 maal niet goed de klant kreeg direct voicemail. Wout was beschikbaar en niet in gesprek en klaar om het gesprek te accepteren. Zijn toestel ging niet over.

Verloop

2026-08-11 11:32 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 (wout@brummermakelaars.nl); Ticket Contact (ella@brummermakelaars.nl) Initiated by André Kik
2026-08-13 12:42 Time-entries Marc Blankestijn 0.17 uur

Ook hier zie ik geen vreemde zaken in het platform. Toestellen lijken online te zijn. Ik ben voornemens om hiervoor even langs te rijden op vrijdag ochtend. Wachten op telefoontje van Ella.
2026-08-13 12:43 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 (wout@brummermakelaars.nl); Ticket Contact (ella@brummermakelaars.nl) Initiated by Marc Blankestijn
2026-08-17 13:07 Time-entries Marc Blankestijn 0.17 uur

Ik ga op locatie langs om wat zaken te controleren.
2026-08-17 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 (wout@brummermakelaars.nl); Ticket Contact (ella@brummermakelaars.nl) Initiated by Marc Blankestijn
2026-08-17 13:08 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] service call scheduled - status op 'is scheduled'" fired.

When a ticket is: Service Call Is Scheduled Then execute the following actions: Set Status To "Is scheduled" Initiated by Marc Blankestijn
2026-08-21 13:45 Time-entries Marc Blankestijn 0.33 uur

Dit ticket ga ik sluiten. Dti is gerelateerd aan ticket T20260617.0005 - Toestellen vallen soms uit. Het toestel van Wout heb ik gecontroleerd op locatie, en deze geeft geen juiste indicatie dat deze niet bereikbaar zou zijn. Ik heb op de toestellen een aanpassing gemaakt zodat de verbinding in stand moet blijven.
2026-08-21 13:56 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 (wout@brummermakelaars.nl); Ticket Contact (ella@brummermakelaars.nl) Initiated by Marc Blankestijn
2026-08-21 13:56 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "dueDateTime": "2026-08-20T09:27:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682886,
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  "firstResponseDueDateTime": "2026-08-18T10:27:16.890Z",
  "firstResponseInitiatingResourceID": 29682886,
  "hoursToBeScheduled": null,
  "id": 43530,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-08-21T13:56:46.287Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-08-21T13:56:43.097Z",
  "lastCustomerVisibleActivityDateTime": "2026-08-21T13:56:26.173Z",
  "lastTrackedModificationDateTime": "2026-08-21T13:56:26.220Z",
  "monitorID": null,
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  "priority": 3,
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  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-08-21T13:56:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-08-21T13:56:00.000Z",
  "resolvedDueDateTime": "2026-08-20T09:27:16.890Z",
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  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260811.0003",
  "ticketType": 2,
  "title": "Doorverbinden naar 755 mislukt.",
  "userDefinedFields": [
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      "value": null
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      "name": "Downtime IN MINUTEN (indien van toepassing)",
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    {
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    {
      "name": "Mobiel Nummer",
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}