OcularIP® Release 8.0 New Ticket Management Application

Summary: The new Ticket Management Application in OcularIP® 8.0 connects ticket reporting, service impact analysis, and ticket creation across intelligence workflows. Carriers and service providers can investigate affected circuits, review Smart Outage recommendations, document maintenance and exclusions, and use consolidated ticket records to support availability analysis and SLA reporting.

Ticket Summary Reporting and Analysis

The OcularIP 8.0 release introduced several enhancements to service intelligence and SLA management. Here is a closer look at its new Ticket Management Application. This integrated application provides comprehensive ticket reporting, ticket management, integrated workflow support and activity management across the organization and throughout the network.

The integrated Ticket Summary Management system delivers a complete list of outages, exclusions, informational events, maintenance activities, and related ticket records in a single report. Business leaders, service assurance teams, customer support organizations, and management can quickly gain visibility into service-impacting events, compliance-related activities, and historical ticket records without manually compiling information from multiple sources.

Beyond merely reporting, the Ticket Analysis functions as a powerful auditing and validation tool. Organizations can use the report to perform AI-assisted auditing and reconcile ticket activity against external systems such as Change Management, Maintenance Management, ITSM, and Service Assurance platforms. This enables teams to find discrepancies, validate compliance processes, and improve organizational accountability.

With this report, Service Providers can now provide a professional, accountable ticket activity report with supporting records to demonstrate justified maintenance windows, approved exclusions, force majeure events, outage impacts, and other service-impacting activities. Correctly accounting for these activities will improve availability intelligence, improving SLA calculations and compliance reporting.

By creating a consolidated view for ticket-related activities, the Ticket Summary Report improves transparency, simplifies compliance validation, and builds customer confidence through improved visibility into service-impacting events.

Key Benefits

• Complete visibility into ticket activity
• Simplified performance reporting
• Improved audit and compliance support
• Validation of Change Management and maintenance activities
• Better compliance governance
• Customer-ready export reporting
• Documentation of justified maintenance windows and exclusions
• Increased transparency for SLA-impacting events
• Enhanced management and executive reporting
• Stronger customer communication and accountability

Personalized Search Preferences

Users can also define search preferences in Account Settings, creating a more personalized, efficient experience customized to their workflows.

Key Benefits

• Faster access to critical information
• Expanded search across domains and labels
• Personalized search preferences
• Improved productivity and navigation
• Streamlined user experience
• Faster access to service and performance data

New Ticket Manager

OcularIP 8.0 launches a entirely redesigned Modern Ticket Manager that transforms how carriers and service providers investigate, analyze, and manage service-impacting events.

Beyond a modern user experience and dedicated Ticket Editor, the new Ticket Manager greatly improves Service Impact Analysis by letting users quickly evaluate affected circuits, run multi-circuit comparisons, execute advanced searches, and obtain deeper visibility into potential service disruptions.

A major innovation within this release is the ability to automatically generate Smart Outage recommendations for eCompliance processing. OcularIP analyzes service-impacting events and produces a list of candidate Smart Outage tickets for users to review and validate before creation. With a single click, users can generate recommended Smart Outage tickets directly within OcularIP, reducing the manual effort traditionally required to identify, document, and process qualifying outage events for SLA compliance. This streamlined workflow lets organizations quickly turn Availability Intelligence into actionable compliance activities while maintaining full user validation and approval control.

The modernized Bulk Ticket Upload experience provides a cleaner, more intuitive workflow for importing ticket information, including a standardized upload template, drag-and-drop file uploads, Upload History, and a consistent Modern View experience that simplifies managing large ticket imports from external systems.

The new workflow helps carrier teams quickly determine whether impacts result from customer-reported issues, planned maintenance activities and exclusions, force majeure events, or actual network outages. By reducing the time required to identify root causes and classify impacts, organizations can make faster, more knowledgeable decisions regarding service performance and SLA accountability.

Integrated Ticket Creation Across OcularIP Intelligence Workflows

OcularIP 8.0 further streamlines Service Impact Analysis and eCompliance workflows by introducing integrated ticket creation directly from Service Intelligence and Availability Intelligence reporting views.

While analyzing circuit performance, availability trends, service degradations, downtime events, or service-impacting conditions, users can now create and associate tickets with a single click without leaving their current analysis workflow.

Within Service Intelligence, users can rapidly create outage, exclusion, maintenance, informational, and compliance-related tickets as impacts are identified.

Within Availability Reports, users reviewing downtime details can immediately create and associate tickets directly from the downtime analysis view. This greatly reduces the effort required to document service impacts and helps teams capture potential exclusions, maintenance events, force majeure activities, and outages for eCompliance evaluation. This integrated workflow eliminates the need to manually navigate between performance analysis screens and ticket management interfaces, allowing users to rapidly convert service intelligence into actionable compliance activities.

Smart Outage recommendations are also available within these connected workflows, allowing users to review candidate events and create validated tickets as part of their availability and eCompliance analysis.

By connecting Service Intelligence, Availability Intelligence, and the Modern Ticket Manager into a unified workflow, OcularIP significantly accelerates the investigation-to-action process, enabling organizations to quickly capture service impacts, improve compliance accuracy, and maintain more complete SLA documentation.

Calendar-Based Service Event Visibility

OcularIP 8.0 introduces a new Calendar View in the Modern Ticket Manager, giving users an intuitive visual representation of service-impacting events across the calendar timeline.

The Calendar View lets users quickly identify days with outage tickets, maintenance exclusions, and informational events without manually searching ticket records or reports. By presenting ticket activity in a familiar calendar format, users can rapidly understand event patterns, identify periods of elevated activity, validate maintenance schedules, and correlate service impacts with availability performance and compliance outcomes.

This functionality improves situational awareness while providing a simple, effective way to review historical events, planned activities, and compliance-related ticket activity across any reporting period. Combined with Service Intelligence, Ticket Visualization, Heat Mapping, and advanced impact analysis workflows, the Calendar View adds a layer of visibility that helps organizations better understand how service-impacting events influence customer experience, availability performance, and SLA attainment.

Enhanced Composite Circuit Ticket Creation

The new Ticket Editor introduces support for Composite Circuit search and selection, simplifying ticket creation for multi-circuit customer environments.

Carrier customers frequently support locations with multiple access circuits, such as primary and secondary connections deployed for redundancy and business continuity. Users can now quickly search for and select Composite Circuits directly within the Ticket Editor, allowing all associated circuits to be included within a single streamlined workflow.

This enhancement accelerates ticket creation, improves data accuracy, lowers administrative effort, and ensures service-impacting events are properly associated with all affected customer services.

When combined with OcularIP’s Service Intelligence Ticket Visualization and Heat Mapping capabilities, the Modern Ticket Manager provides a powerful environment to understand service impact patterns, identify affected customers, evaluate compliance implications, and measure the effect of events on SLA performance.

The result is faster investigations, improved decision-making, enhanced service assurance, and greater visibility into the factors that influence availability outcomes, customer experience, and compliance performance.

Key Benefits

• Advanced Service Impact Analysis workflows
• One-click ticket creation directly from Service Intelligence
• One-click ticket creation directly from Availability Reports
• Direct ticket creation from downtime analysis views
• Calendar View for outage, exclusion, and informational event visibility
• Multi-circuit views and comparisons
• Composite Circuit search and selection
• Faster ticket creation for multi-circuit customer locations
• Accelerated root-cause investigation
• Reduced workflow complexity and context switching
• Faster identification of customer, maintenance, force majeure, and outage-related impacts
• Improved SLA impact assessment
• Enhanced Service Intelligence visualization
• Integrated Heat Mapping for rapid impact identification
• Greater visibility into service performance trends
• Faster decision-making and issue classification
• Improved compliance and availability outcomes
• Better understanding of factors affecting SLA scores

For more information about OcularIP 8.0, contact your LB Networks representative or support@lbnetworks.co.