When a network problem is detected, it should be logged into the trouble
ticket system. Creating a trouble ticket will allow us to reference the
problem via the unique trouble ticket number assigned to the problem, and 
will give us a record of the problem. Any action taken in reference to the
problem should be entered as an update the the trouble ticket. The trouble
ticket number should be given out to affected parties, and they should use
that number if they need to contact us about the problem.

In general, there are two types of fields on the trouble ticket menus:  
selection" fields which only allow you to choose from a set of allowed 
entries, and "free text" fields where you can enter any text. 

Selection fields will be marked with an asterisk ("*"). There will be a 
menu botton within the window for each selection field. Clicking on the menu 
button will cause a "listbox" to be displayed from which the correct entry 
can be chosen.  Text can be entered into the free text fields by clicking on 
the field and then typing in the text.

When creating a new ticket, a window will be brought up which will contain
fields into which you will enter the appropriate data. Note that the
"Number", "Status", "Owner", and "Ticket Opened" fields will already
have been filled in.  When entering a new ticket, ALL fields except
"Circuit", "Problem Start", "Next Alarm", and "Site Contact" must be
entered before the ticket will be accepted. When you are done, click on the
"Enter" button.

When retrieving an existing ticket (to display, update, close, cancel it),
you will first be given a window in which to enter the parameters which are
used to select the ticket from the database. In this case, just enter any
field, or fields, which you know are valid for the ticket you are searching
for, and the system will return with a message indicating the number of
matches found in the database. You can be specific (enter a ticket number,
which is unique) to find a single ticket, or you can be general (enter
status=open to search all open tickets).  The ticket system will then
proceed to display each ticket in turn, and you can process each ticket. 
Clicking on "Next Ticket" will cause the next match to be displayed.
Clicking on "Previous Ticket" will cause the previous match to be displayed.
Clicking on the "Exit" button will return you to the main menu.

If displaying an existing ticket, a window will be brought up which will
contain the ticket data. Additional information (e.g., any included e-mail
files) can be viewed by clicking on the "Additional Info" button.  Likewise, 
to view the history of updates to the ticket, click on the "Update History" 
button . Each will cause the data to be scrolled in a separate window.

If updating a ticket, a window will be brought up which will contain the
ticket data. Any field (except "Ticket Number", and the "Ticket Opened",
"Ticket Closed" and "Last Update") can be modified. The "Action"
field must be filled in for each update.  Filenames entered as "Additional
Info" should be full path names. The files will be copied into the ticket
system file structure, so the files do not need to be kept after being
included in the ticket.

If closing a ticket, a window will be brought up which will contain the
ticket data.  Some fields (except "Ticket Number", "Status", the
"Ticket Opened", "Ticket Closed" and "Last Update", "Priority",
"Site Contact", and "Problem") can be modified. The "Close Code"
and the "Resolution" fields must be filled in.

If cancelling a ticket, a window will be brought up which will ask you to
click on "Verify Cancellation" to verify that you want to delete it. The
ticket will be marked as cancelled. The ticket will not actually be deleted
from the database, however any associated files included with the ticket
will be deleted.