T20260914.0002 — Klant is niet bereikbaar, bellen en gebeld worden werkt niet Complete

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

Queue: TPS - Tickets
SLA: 5x4
Issue type: –
Source: Telefoon

Klant: Buteressence B.V. (1507BZ1)
Contact: Eric Lemmers
Contract: Buteressence B.V. (1507BZ1) - 5x4 (HW + SW)
Asset (CI): –
Toegewezen aan: Zain Jawad Kazem

Aangemaakt: 2026-09-14 08:46
Due date: 2026-09-17 12:12
Resolved: 2026-09-16 08:17
Completed: 2026-09-16 08:17
Laatste activiteit: 2026-09-16 08:18

Beschrijving

Klant is niet bereikbaar, bellen en gebeld worden werkt niet Update geven aan Erik(+31619904095).

Verloop

2026-09-14 08:31 Time-entries Zain Jawad Kazem 1.00 uur

Er staat geen verbinding naar ons datacenter Proxys. We hebben de SBC + Router gereboot maar dit helpt niet. Ik heb een call aangemaakt bij level4. Ik wacht op hun actie.
2026-09-14 08:46 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 Zain Jawad Kazem
2026-09-14 08:46 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 (cindykersten@buteressence.com); Ticket Contact (ericlemmers@buteressence.com) Initiated by Zain Jawad Kazem
2026-09-14 08:46 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 (jwaldram@tsv-groep.nl) Post to selected Microsoft Teams Channels Initiated by Zain Jawad Kazem
2026-09-14 09:19 Time-entries Zain Jawad Kazem 0.50 uur

Nav een update van Levle4, heb ik besloten om dit op locatie te kijken.
2026-09-14 09:32 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 (cindykersten@buteressence.com); Ticket Contact (ericlemmers@buteressence.com) Initiated by Zain Jawad Kazem
2026-09-14 10:45 Time-entries Zain Jawad Kazem 0.67 uur

Op locatie heb ik de MIcrtik router van Level4 opgestart. Daarna lijkt het probleem opgelost te zijn. Ik ga dit intern overleggen.
2026-09-14 12:20 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 (cindykersten@buteressence.com); Ticket Contact (ericlemmers@buteressence.com) Initiated by Zain Jawad Kazem
2026-09-14 12:21 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 (cindykersten@buteressence.com); Ticket Contact (ericlemmers@buteressence.com) Initiated by Zain Jawad Kazem
2026-09-14 Kostenposten Zain Jawad Kazem 90 × € 0,00 = € 0,00

Voorrijdkosten (support)
2026-09-16 08:07 Time-entries Zain Jawad Kazem 0.17 uur

Na de reset van de router, was dit probleem geholpen. Provider gaat dit monitoren.
2026-09-16 08:18 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 (cindykersten@buteressence.com); Ticket Contact (ericlemmers@buteressence.com) Initiated by Zain Jawad Kazem
2026-09-16 08:17 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-09-16T08:18:08.260Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-09-16T08:18:04.360Z",
  "lastCustomerVisibleActivityDateTime": "2026-09-16T08:17:43.403Z",
  "lastTrackedModificationDateTime": "2026-09-16T08:18:04.140Z",
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  "resolutionPlanDateTime": "2026-09-16T08:17:00.000Z",
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  "resolvedDateTime": "2026-09-16T08:17:00.000Z",
  "resolvedDueDateTime": "2026-09-17T12:12:19.473Z",
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  "ticketNumber": "T20260914.0002",
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