T20260824.0001 — Geen telefonie na provider wissel. Complete

Status: Complete
Priority: L1- Incident hoog
Category: TSV Incidents
Type: Incident

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

Klant: Abonnementenland (1967DB1739)
Contact: Dennis Maksimovic
Contract: Abonnementenland (1967DB1739) - 5x8 Comfort SLA
Asset (CI): –
Toegewezen aan: Gerko Oskam

Aangemaakt: 2026-08-24 07:18
Due date: 2026-08-31 14:09
Resolved: 2026-08-26 08:40
Completed: 2026-08-26 08:35
Laatste activiteit: 2026-08-26 08:35

Beschrijving

Vrijdag is er van internet provider gewisseld nu werken de vaste toestellen niet meer Ze hebben wel een ip adres De app op gsm toestellen werkt wel

Verloop

2026-08-24 07:18 Systeemnotities Systeem

Workflow Rule "[TPS-Ticket] Level 1 Incident Teams Notificatie" fired.

When a ticket is: Created And the following conditions are met: Priority in list "L1- Incident hoog" Then execute the following actions: Send notification e-mail ([TPS-Tickets] L1 Notification Teams) to Teams email notifier (2bd0cb44.tsv-groep.nl@emea.teams.ms) Initiated by André Kik
2026-08-24 07:18 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 (itservicedesk@bondis.nl); Ticket Contact (Dennis@bondis.nl) Initiated by André Kik
2026-08-24 07:18 Systeemnotities Systeem

Workflow Rule "[TPS-Incident] L0/L1 aangemaakt melding naar AM" fired.

When a ticket is: Created And the following conditions are met: Priority in list "L0- Incident kritiek or L1- Incident hoog" Then execute the following actions: Send notification e-mail ([TPS-incident] Melding naar AM) to egunther@tsv-groep.nl; Account Manager (flunstroo@tsv-groep.nl) Post to selected Microsoft Teams Channels Initiated by André Kik
2026-08-24 07:30 Time-entries Gerko Oskam 0.17 uur

Het IP subnet is waar ze vandaan bellen is 37.148.186.64/28.
2026-08-24 07:41 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 (itservicedesk@bondis.nl); Ticket Contact (Dennis@bondis.nl) Initiated by Gerko Oskam
2026-08-24 08:00 Time-entries Gerko Oskam 0.17 uur

De toestellen geen "geen service" als status geven de toestellen "niet geregistreerd" Intern krijgen de toestellen een IP adres. Maar het ziet er naar uit dat ze niet op de juiste manier het internet op komen. De netwerkpartij wordt ingeschakeld, wachten op reactie.
2026-08-24 08:14 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 (itservicedesk@bondis.nl); Ticket Contact (Dennis@bondis.nl) Initiated by Gerko Oskam
2026-08-26 08:30 Time-entries Gerko Oskam 0.17 uur

Gebeld voor de status en de storing is opgelost door de netwerkpartij.
2026-08-26 08:35 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 (itservicedesk@bondis.nl); Ticket Contact (Dennis@bondis.nl) Initiated by Gerko Oskam
2026-08-26 08:35 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

{
  "apiVendorID": null,
  "assignedResourceID": 29682891,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
  "changeInfoField2": "",
  "changeInfoField3": "",
  "changeInfoField4": "",
  "changeInfoField5": "",
  "companyID": 1141,
  "companyLocationID": 1161,
  "completedByResourceID": 29682891,
  "completedDate": "2026-08-26T08:35:21.093Z",
  "configurationItemID": null,
  "contactID": 30686219,
  "contractID": 29684761,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-08-24T07:18:08.827Z",
  "createdByContactID": null,
  "creatorResourceID": 29682888,
  "creatorType": 1,
  "currentServiceThermometerRating": null,
  "description": "Vrijdag is er van internet provider gewisseld nu werken de vaste toestellen niet meer \nZe hebben wel een ip adres \nDe app op gsm toestellen werkt wel",
  "dueDateTime": "2026-08-31T14:09:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682891,
  "firstResponseDateTime": "2026-08-24T07:30:00.000Z",
  "firstResponseDueDateTime": "2026-08-24T15:18:08.827Z",
  "firstResponseInitiatingResourceID": 29682891,
  "hoursToBeScheduled": null,
  "id": 43604,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-08-26T08:35:46.497Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-08-26T08:35:41.747Z",
  "lastCustomerVisibleActivityDateTime": "2026-08-26T08:35:21.077Z",
  "lastTrackedModificationDateTime": "2026-08-26T08:35:41.560Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 1,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-08-26T08:40:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-08-26T08:40:00.000Z",
  "resolvedDueDateTime": "2026-08-31T14:09:02.257Z",
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 17,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260824.0001",
  "ticketType": 2,
  "title": "Geen telefonie na provider wissel.",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Gebeld voor de status en de storing is opgelost door de netwerkpartij."
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
      "value": null
    },
    {
      "name": "Mobiel Nummer",
      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}