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Use caseUC0176

Catch new causes in a carrier's failed orders

A provisioning system fails some orders every night, and the error text rarely says why in words your cause list already knows. This app reads each one, names the real cause with its evidence, or says plainly that it is new.

For the fallout deskTelecommunications · Cross-domain

Why it matters

Today's manual process, and the same job with the app

A fallout desk analyst at a phone and internet carrier, opening one night's queue of failed orders.

✕Today's manual process

1Open the queue of every order that failed to provision overnight.
2Read each error line and guess whether it matches a cause you already know.
3Search old tickets in the notes log for anything that looks the same.
4Miss a new cause and it goes unlabeled until the same failure hits again.
Every ticket judged from memory

✓With the app

1The queue sorts itself the moment the batch lands.
2Each ticket is read matched to a cause, or flagged as new.
3Every call is cited with the exact log lines behind it.
4A new cause is named with a sibling ticket that shares it.
Every call backed by its evidence

See it work

One real case, read by the app, step by step

Ticket FT-0036-1 fails to confirm service with wording no code covers, and points to a sibling with the same cause.

Catch new causes in a carrier's failed ordersReference appBuilt to be shaped to your process
  1. 1The ticket's own log Four lines for ticket FT-0036-1. One names an identifier the workflow cannot map.
  2. 2What the carrier already knows Eleven known error phrases. None of them appears in that line.
  3. 3The app's call Not a known cause. The app files it as new and quotes the exact wording.
  4. 4The same new cause FT-0036-2 fails the same way, so the app links the two tickets.
  5. 5The handover Raise a new cause code, with the reason written out for the next shift.

For engineers

How it is built, and how we measured it

All fourteen steps of the build are written up, from the business case to running it in your own environment.

Kit overview →
32 of 32genuinely new causes caughtmeasured in 06 Evals →
262 of 270tickets matched the confirmed causemeasured in 06 Evals →
8 of 238known causes wrongly called newmeasured in 06 Evals →
2.9¢to triage one ticketmeasured in 07 Unit cost →

The build, step by step

14 steps

Make it yours

What you see is a reference app. We shape it to how you work.

Every part of it is built to change, and none of it means starting over.

Your rulesYour own cause catalogue, thresholds for a match, and when a ticket counts as new.
Your recordsYour own order logs, element manager notes and activation records, in the format you already keep them.
Your systemsReads from your ticketing queue; a new cause can be raised straight into your own catalogue.
Your screensThe columns, codes and wording your fallout desk already uses.

Want this for your team?

Talk to us

We can run this on your own fallout queue, with your own cause catalogue, inside your environment.

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