T20260918.0001 — Forward redirect to mobile phone problem - PF Concept Complete

Status: Complete
Priority: L6- Request
Category: TSV Requests
Type: Service Request

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

Klant: PF Concept International Coöperatief U.A. (2316ZL59)
Contact: Mill Godlieb
Contract: PF Concept International Coöperatief U.A. (2371DX1) - 5x4 (HW + SW)
Asset (CI): –
Toegewezen aan: Zain Jawad Kazem

Aangemaakt: 2026-09-18 07:08
Due date: 2026-10-01 12:20
Resolved: 2026-09-21 08:59
Completed: 2026-09-21 08:59
Laatste activiteit: 2026-09-21 09:00

Beschrijving

We have our colleague in poland who has a problem when turning on redirect to mobile phone from station number. But for his colleagues it works. extension 4458 does not work and for 4457 it works. Some additional info from our ticket: Dominik from Poland says: Marta Drynkowska has their own number however she also uses redirection, we jsut tested it and everything works with her number without any problems my internal phone is 4458 full number should be 616593458 or +48616593458 I use the same combination as before, using code *2144580(and my private phone number) to set redirection. When someone calls me and I pick up the phone to which I have set the redirection, I don't hear anything and the caller hears a constant signal as if they were calling. my internal avaya phone number is +48 616593458

Verloop

2026-09-18 07:09 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] new portal ticket - mail naar AK" fired.

When a ticket is: Created By Client Portal User Then execute the following actions: Send notification e-mail ([TPS-ALL] nieuwe portal ticket ontvangen email) to akik@tsv-groep.nl Initiated by heer Mill M. Godlieb
2026-09-18 07:09 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 (P.Overdevest@pfconcept.com); Ticket Contact (m.godlieb@pfconcept.com) Initiated by heer Mill M. Godlieb
2026-09-18 09:37 Notities Mill Godlieb

Ik heb een antwoord van onze collega uit Polen. Dus ik denk dat het probleem is opgelost.

Ik heb een antwoord van onze collega uit Polen. Dus ik denk dat het probleem is opgelost. hi Mill I don't know if they changed anything or not, but we turned off our portable phone (internal number 4450) today, and call forwarding started working on the other phones. Perhaps that phone was causing some sort of error—assuming nothing else was changed by Avaya. Thank you for help,
2026-09-18 09:37 Systeemnotities Systeem

Workflow Rule "[ALL] note added by external contact - notificatie mail intern" fired.

When a ticket is: Note Added, Attachment Added And the following conditions are met: Status not equal to "Complete" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update notificatie email intern) to Assigned Resources Initiated by heer Mill M. Godlieb
2026-09-21 07:00 Time-entries Zain Jawad Kazem 0.33 uur

Ik zie dat beide toestellen in dezelfde pickup en cov-answer groepen staan. Het kan zijn dat als dat eerste naar de dect doorgezet is, dan gaat het niet door op alle andere toestellen omdat de Dect een andere trunk/ systeem heeft. Ik ga vragen of het nu wel werkt zonder problemen?
2026-09-21 07:16 Notities Zain Jawad Kazem

Service Desk Notification

m.godlieb@pfconcept.com Hi Mill Hebben ze daar nog steeds last van dit? Zijn er nog vragen hier over?
2026-09-21 07:16 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 (P.Overdevest@pfconcept.com); Ticket Contact (m.godlieb@pfconcept.com) Initiated by Zain Jawad Kazem
2026-09-21 08:54 Time-entries Zain Jawad Kazem 0.17 uur

call mag dicht.
2026-09-21 08:57 Notities Mill Godlieb

Goedemorgen,

Goedemorgen, Het werkt weer. Dit is het bericht van onze Poolse collega: we turned off our portable phone (internal number 4450) today, and call forwarding started working on the other phones. Perhaps that phone was causing some sort of error—assuming nothing else was changed by Avaya. Thank you for help,
2026-09-21 08:58 Systeemnotities Systeem

Workflow Rule "[ALL] note added by external contact - notificatie mail intern" fired.

When a ticket is: Note Added, Attachment Added And the following conditions are met: Status not equal to "Complete" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update notificatie email intern) to Assigned Resources (zjawad@tsv-groep.nl) Initiated by heer Mill M. Godlieb
2026-09-21 08:59 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 (P.Overdevest@pfconcept.com); Ticket Contact (m.godlieb@pfconcept.com) Initiated by Zain Jawad Kazem

Volledige record uit Autotask

{
  "apiVendorID": null,
  "assignedResourceID": 29682894,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683526,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
  "changeInfoField2": "",
  "changeInfoField3": "",
  "changeInfoField4": "",
  "changeInfoField5": "",
  "companyID": 371,
  "companyLocationID": null,
  "completedByResourceID": 29682894,
  "completedDate": "2026-09-21T08:59:35.483Z",
  "configurationItemID": null,
  "contactID": 30685143,
  "contractID": 29684075,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-09-18T07:08:39.073Z",
  "createdByContactID": 30685143,
  "creatorResourceID": 30685143,
  "creatorType": 2,
  "currentServiceThermometerRating": null,
  "description": "We have our colleague in poland who has a problem when turning on redirect to mobile phone from station number. But for his colleagues it works.\r\n\r\nextension 4458 does not work and for 4457 it works.\r\n\r\nSome additional info from our ticket:\r\n\r\nDominik from Poland says:\r\nMarta Drynkowska has their own number however she also uses redirection, we jsut tested it and everything works with her number without any problems\r\n\r\nmy internal phone is 4458\r\nfull number should be 616593458 or +48616593458 \r\n\r\nI use the same combination as before,\r\nusing code *2144580(and my private phone number) to set redirection.\r\n\r\nWhen someone calls me and I pick up the phone to which I have set the redirection, I don't hear anything and the caller hears a constant signal as if they were calling.\r\nmy internal avaya phone number is\r\n+48 616593458",
  "dueDateTime": "2026-10-01T12:20:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682894,
  "firstResponseDateTime": "2026-09-21T07:16:32.807Z",
  "firstResponseDueDateTime": "2026-10-01T12:20:04.650Z",
  "firstResponseInitiatingResourceID": 29682894,
  "hoursToBeScheduled": null,
  "id": 43787,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-09-21T09:00:06.643Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-09-21T08:59:56.093Z",
  "lastCustomerVisibleActivityDateTime": "2026-09-21T08:59:35.467Z",
  "lastTrackedModificationDateTime": "2026-09-21T08:59:35.513Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 7,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "",
  "queueID": 29683479,
  "resolution": "",
  "resolutionPlanDateTime": "2026-09-21T08:59:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-09-21T08:59:00.000Z",
  "resolvedDueDateTime": "2026-10-01T12:20:04.650Z",
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 5,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": -1,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 105,
  "ticketNumber": "T20260918.0001",
  "ticketType": 1,
  "title": "Forward redirect to mobile phone problem - PF Concept",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Klant heeft dit zelf kunnen oplossen."
    },
    {
      "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
    }
  ]
}