Appendix B Contractor User Guide for Remedy AIM 20200709 Final.pdf

APPENDIX B

Contractor User Guide for the AT/FP Ashore AIM and Remedy Systems

July 2020

Prepared for:

Naval Facilities Engineering Command (NAVFAC)

Anti-Terrorism/Force Protection Ashore (AT/FP Ashore)

APPENDIX B

Foreword

This User Guide constitutes “Appendix B” for Contracts and Task Orders issued under the AT/FP Ashore Program. The guide details Contractor logistics responsibilities and AT/FP Ashore processes with respect to the reporting and handling of assets, configuration management, corrective and preventive maintenance, training, documentation, and deliverables.

In the event of a conflict between the text of this document and the references cited herein, the text of this document takes precedence. Nothing in this document, however, supersedes applicable laws and regulations unless a specific exemption has been obtained.

Appendix B

TABLE OF CONTENTS

1. Introduction

1.1. The AT/FP Ashore Remedy System

1.2. The AT/FP Ashore AIM Portal

1.3. Accessing AT/FP Ashore Web Sites

2. Contractor Responsibilities:

2.1 Submitting Task Order Deliverables

2.2 Asset and Configuration Management

2.2.1 Submitting Data

2.2.2 Change Management/Engineering Change Proposals (ECPs)

2.3 Preventive Maintenance

2.3.1 Submitting and Maintaining Preventive Maintenance Schedules

2.3.2 Scheduling & Notification of Maintenance

2.4 Corrective Maintenance

2.4.1 Technical Support

2.4.2 Responding to Incidents

2.4.3 Updating Incidents

Work Info or Work Log Resolution Field Incident Data Accuracy Requirements Incident Handling Guide

2.4.4 Resolving Incidents

3. Data Templates

4. Questions

5. Attachments

5.1 AIM User Guide

5.2 Remedy Incident Guide

5.3 Remedy CDRL Submission Guide

5.4 Incident Categorization Information

Table 1 – Remedy Help Desk Ticket States

1. Introduction This guide details Contractor logistics responsibilities and AT/FP Ashore processes with respect to the reporting and handling of assets, configuration management, corrective and preventive maintenance, deliverables, and project status utilizing two AT/FP Ashore Web sites, the AT/FP Ashore Remedy System and AT/FP Information Module (AIM) Portal. Details in using these systems can be found in the imbedded user guides in Section 5. Attachments.

1.1. The AT/FP Ashore Remedy System

The NAVFAC AT/FP Ashore Remedy System is a collection of computer hardware and software implemented by NAVFAC AT/FP Ashore Program Management Office (PMO) that utilizes the BMC Software, Inc. Remedy Enterprise Suite of software to provide Help Desk, Asset Management, Change Management, and Knowledge Management support. Remedy provides the following support for installed AT/FP systems:

A Help Desk application that logs customer requests (questions, repair issues, training issues, emergencies, etc.);

An issue resolution and tracking system;

Automatic triggering of notifications and escalations based upon defined criteria;

An asset tracking system;

A preventive maintenance and inspection tracking system;

An application that can be securely accessed remotely via the Web; and Operational

Availability (Ao) tracking based upon service call life cycles.

1.2. The AT/FP Ashore AIM Portal

The AT/FP Ashore AIM System is a web based digital dashboard that provides a customized solution for AT/FP Ashore personnel that consolidates areas of cost, schedule, performance, contracts, risks, deviations, sustainment, and actions. AIM provides single-click access to analytical and collaborative tools and brings an integrated view of AT/FP‟s knowledge sources to an individual's desktop, enabling better decision making by providing immediate access to key information.

AT/FP Information Module provides a dedicated website page for each AT/FP Ashore project, as well as higher-level views for the PMO and other teams and working groups. The AIM portal is constructed in a hierarchical fashion allowing for the concatenation of data at higher levels to provide automated high-level views of Program health.

1.3. Accessing AT/FP Ashore Web Sites

Contractors shall access the AT/FP Ashore Remedy System and the AIM Portal via the Internet through secure web sites to document and complete both execution and sustainment activities related to Contract Data Requirements List (CDRL) submissions, project status, inventory tracking, technical support and equipment maintenance history (preventive maintenance, corrective maintenance, and 24-hour emergency response).

Contractors must have the ActivClient software installed on their computers for AIM and/or Remedy account requests and active accounts. ActivClient is a commercial off-the-shelf software application and is used for user authentication for these systems including the self-registration site. The ActivClient software is updated regularly and occasional patches are released; a current version/patch level is required.

The Contractor shall obtain a Public Key Infrastructure-enabled CAC with a Personal Identification Number (PIN) and a computer with the appropriate card reader and associated software/drivers to access the AT/FP Ashore websites.

Both Remedy and AIM employ “Single Sign On (SSO)” technology for user authentication and authorization and permits approved Common Access Card (CAC) holders’ access to the database.

Access to Remedy and AIM is gained by going to the following web site and submitting a request: https://sso.navatfp.dc3n.navy.mil/_layouts/AIMSelfRegistration/SelfRegistration.aspx

Once the request is approved, Remedy can be accessed at:

https://ars.navatfp.dc3n.navy.mil

AIM can be accessed at:

https://aim.navatfp.dc3n.navy.mil

Contractors shall notify the AIM/Remedy team at aim-remedy@altusts.com when personnel leave their company and/or the AT/FP Ashore program to ensure accounts are disabled in a timely manner. Notifications should be sent in advance (preferred) stating the effective date;

or at a maximum within one business day of the employee’s departure.

2. Contractor Responsibilities:

The Contractor will be responsible for the following:

Submitting all task order deliverables including, but not limited to, asset and configuration information through the AT/FP Ashore Remedy System;

Submitting any requested changes, in writing, to the Public Works Department/Facilities Engineering Acquisition Division/Administrative Contracting Officer (PWD/FEAD/ACO) via the standard contract process; and responding to all tasking (corrective and preventive maintenance requests) and updating the associated service calls appropriately through the AT/FP Ashore Remedy System.

Maintaining project-related data in the AT/FP Ashore AIM Portal.

2.1 Submitting Task Order Deliverables

At a minimum, all task order CDRLs shall be submitted to the ACO and also electronically via the AT/FP Ashore Remedy System utilizing the CDRL Data Submission Form accessible in the AT/FP Ashore Remedy System Applications Console. The content and extent of task order deliverables is project specific to each individual contract/task order. A list of applicable deliverables is available in Appendix D - Data Requirements Checklist and Deliverable Expectation Document (DED) Package within each individual contract/task order.

2.2 Asset and Configuration Management

The AT/FP Ashore Remedy System will be utilized to track AT/FP assets and configuration management data. Contractors shall make submissions of asset data as specified in the Appendix D - Data Requirements Checklist and DED Package.

All submissions of data to the AT/FP Ashore Remedy System automatically generate a reference number of the transaction for tracking and reporting purposes.

Contractors will be notified electronically via email of either submission approval or requests for additional information. Approvals or requests for additional information will also be accessible through the AT/FP Ashore Remedy System/AIM Portal.

2.2.1 Submitting Data

Contractors shall submit all data relating to the configuration and management of assets electronically through the AT/FP Ashore Remedy System. Each asset record must be associated with an AT/FP Ashore project name following a pre-defined project naming convention of Principal Category, Family of Systems, Region, Base and Unique I.D. project names are provided in the individual task orders. Data fields and template spreadsheets are provided as Government Furnished Information and requirements are detailed in the CDRL requirements and associated DED, as applicable. Contractors shall make submissions of asset data as specified in the Appendix D - Data Requirements Checklist and DED Package.

Contractors will be notified electronically via email of either submission approval or requests for additional information.

2.2.2 Change Management/Engineering Change Proposals (ECPs)

Any requested changes to form, fit, function, cost, schedule, performance, system interfaces, system architecture, documentation, etc. shall be submitted via email to the NAVFAC ATFP Ashore Sustainment Director.

2.3 Preventive Maintenance

Contractors shall perform preventive maintenance as a regular part of their sustainment activities of AT/FP equipment. Detailed maintenance performance requirements will be specified in individual task orders.

2.3.1 Submitting and Maintaining Preventive Maintenance Schedules The Program Schedule for Sustainment Contracts shall be used to plan and track preventive maintenance activities for the duration of the contract. The Program Schedule includes the Preventive Maintenance Schedule milestones described in DED A002 Program Schedule and Progress Report and shall cover all sustained projects included in the contract. Each Project listed within the Preventive Maintenance Schedule includes tasks that describe the associated preventive maintenance activities and individual scheduled events, duration of each event, and the planned start and end date of each event. Each task indicates the periodicity of the event.

The Preventive Maintenance Schedule shall be prepared using Microsoft Project Professional version 2013 or newer. The Microsoft Project file must include the following columns, at a minimum:

Task Name (Title of Major Milestone, Project Name, Preventive Maintenance Task, etc.)

Start (Planned Start Date) Finish (Planned Finish/End Date) Duration (Automatically Calculated by MS Project) Unique Remedy ID (The Associated Project Number when the Task Name Contains a

Project Name) Type of PM (Hardware or Software) Frequency of PM (Annual, Semi-Annual, Quarterly, Monthly, Weekly)

The initial submission of the Program Schedule shall be submitted as a CDRL into the AT/FP Ashore Remedy System. Upon approval by the Government, the Contractor’s initial Program Schedule submission will become the approved baseline schedule in accordance with this Contract PWS. Once approved, the Sustainment Contractor shall synchronize the approved Preventive Maintenance Schedule with the AT/FP Information Module (AIM) via Microsoft Project Professional version 2013 or 2016. The Contractor shall thereafter, on a monthly basis, update the Preventive Maintenance Schedule on the AT/FP Information Module (AIM) Portal to reflect the Contractor’s progress as it pertains to the Contract; however, this update does not change the approved baseline schedule that the Contractor is required to be in compliance with in accordance with this Contract PWS. The approved baseline schedule can only be changed through a formal Contract modification issued by the Contracting Officer.

In accordance with the Contract PWS, the contractor shall notify the Navy 311 Help Desk at least 30 days in advance of a preventive maintenance task in order to have a service call created and assigned back to the contractor. Note: as of 27 May 2016, AIM will trigger the AT/FP Ashore Remedy System to automatically create preventive maintenance incidents daily for any task that falls within the 30-day advance period. This service call shall be used by the Contractor to document work performed during the maintenance activity in the AT/FP Ashore Remedy System. The Contractor shall update the Work Log and resolve the service call per the PWS.

2.3.2 Scheduling & Notification of Maintenance

In accordance with the individual task order, the Contractor will conduct various maintenance planning functions.

Changes to the approved preventative maintenance schedule shall be submitted, in writing, to the PWD/FEAD/ACO via the standard contract process.

Notification to the Government of planned maintenance events will be submitted in accordance with timeframes specified within individual task orders. Notification must include the following information:

Date/Time Duration of Maintenance/Repair Systems Impacted Nature of Work to be Performed POC Information Estimated Time to Completion

Alternative Dates Concurrence/Non-Concurrence

2.4 Corrective Maintenance

As specified in the individual task order, the Contractor will provide response in the form of technical support to place a piece of equipment or system back in service after a failure or breakdown has occurred.

Contractors will most often be assigned corrective maintenance issues via the creation and assignment of a service call by the AT/FP Ashore Help Desk as a result of an end-user reporting an outage or support inquiry.

The incident will be assigned to the appropriate Contractor based on the identified equipment/system in question. The incident will appear in the Contractor’s Overview Console in Remedy. The Response and Resolution time clocks start at the time that the incident was first assigned to the Contractor. The contractor will also be notified electronically via email of the incident assignment.

2.4.1 Technical Support

Contractors shall provide 24/7 technical support via their established account within the AT/FP Ashore Remedy System.

Within the AT/FP Ashore Remedy System, an incident is synonymous with a technical support request, a service call, or a service request. See individual task orders for details in responding to service requests.

The AT/FP Ashore Remedy System will maintain a history of all incidents. Within each incident, Contractors shall create work log entries documenting each action taken to resolve the issues; history information will be captured in the AT/FP Ashore Remedy System for historical, statistical and reporting purposes.

2.4.2 Responding to Incidents

Upon incident assignment, Contractors shall acknowledge receipt of the service call by contacting the requesting end-user and changing the status of the incident in the AT/FP Ashore Remedy System from Assigned to Work in Progress, Pending, or Resolved, as appropriate. See Table 1, Remedy Help Desk Ticket States, for an explanation of the various states of incidents and associated timers.

The work log in the AT/FP Ashore Remedy System must indicate that the Contractor has contacted or attempted to contact the customer and the work performed or plans for resolution.

Contractors will respond to incidents within the timeframe specified in the individual task order.

The AT/FP Ashore AIM and Remedy Systems generate and distribute several automated incident reports, which include the most recent Work Info or Work Log entry. However, many times the most recent Work Info or Work Log entry may not include the most pertinent information regarding what has been performed or is planned to address/resolve the issue.

When creating Work Info or Work Log entries, the most pertinent entry must be categorized as “Status Update” (Incident form, Work Detail tab, select More Details and select Status Update from the Work Info Type field). The most recent entry categorized as Status Update will appear in the reports.

2.4.3 Updating Incidents

Work Info or Work Log The Contractor shall update assigned service requests in the AT/FP Ashore Remedy System on a daily basis to show progress and current status of the service request. At a minimum, updates to the Work Info or Work Log shall include the following information as applicable to the type of incident/type of work log update:

Date/Time Duration of Maintenance/Repair Systems Impacted Nature of Work to be Performed POC Information Anytime Action is Taken to Include:

o Parts Ordered o Site Visits o Parts Installed o Testing o Requester Contact (phone, e-mail, etc.)

Shipping Tracking Numbers and Estimated Delivery Dates Material Delivery Coordination with N6/FECTLs/Operator, etc.

Estimated Repair Date Required Coordination (i.e. Tower Crews, Space Access, etc.)

Equipment Changed/Replaced o Asset Information (location, serial number, part number, etc.) as required by CDRL A033 Completed Asset Data Template

Related Company-Specific Trouble Call Number

The AT/FP Ashore AIM and Remedy Systems generate and distribute several automated incident reports, which include the most recent Work Info or Work Log entry. However, many times the most recent Work Info or Work Log entry may not include the most pertinent information regarding what has been performed or is planned to address/resolve the issue.

When creating Work Info or Work Log entries, the most pertinent entry must be categorized as “Status Update” (Incident form, Work Detail tab, select More Details and select Status Update from the Work Info Type field). The most recent entry categorized as Status Update will appear in the reports.

Optional information included might consist of recommendations for changes in maintenance procedures, periodicity, or equipment substitutions. This information will be captured in the AT/FP Ashore Remedy System for historical, statistical, and reporting purposes.

Resolution Field Upon investigating the issue and updating the incident, the Resolution field shall be populated with information regarding the plan to resolve the issue and/or details regarding what will need to be done to resolve the issue. The Resolution field has been added to the automated incidents reports that are generated and distributed and the plan to resolve the issue and/or details regarding what will need to be done to resolve the issue must be included in these reports.

Upon resolving the incident, the data in the Resolution Field shall be updated to reflect the actual efforts that were performed to resolve the issue(s) reported in the incident.

Incident Data Accuracy Requirements

For every assigned incident, verify the associated Project on the ATFP tab for accuracy.

If incorrect, change the Project information and create a Work Log entry.

Update the Summary and Description if it is not complete or is inaccurate once more information is known.

Properly utilize the Operational Categorization and Product Categorization fields (and Resolution Categorization and Resolution Product Categorization fields upon resolving the incident) on the Classification and Resolution tabs. Refer to the embedded file in Section 5.4 of this guide for an explanation and examples of properly categorizing incidents.

Relate effected assets and software using the Relationships tab.

If requesting reassignment, provide detailed information as to why; do not simply state that this issue or asset or project is not covered under the contract. Provide details as to why the incident should be reassigned and to whom/group/organization.

Information provided in Work Log entries and the Resolution field should be complete enough that the incident is easily auditable and understood by all parties. Resolution information will be gathered and will become searchable to assist others in resolving similar incidents. Incidents should be documented thoroughly so that anyone familiar with the system or not, by reading the applicable fields (Problem Description, Work Logs, and Resolution) could understand the root cause, investigation processes, impact to system, customer, and program, time delays, path to resolution and applicable financial costs.

Change the Impact and Urgency to modify the Priority as applicable.

Incident Handling Guide The Contractor shall refer to and follow the processes/procedures listed in the Incident Handling Guide below for tickets falling into the categories listed:

Incident Cause/Incident Result

Incident Handling Guidance Alternate Incident Handling Guidance

Alarm generated due to an operator not being logged on and the position not being occupied.

Once confirmation is received that the operator is not logged in and the position is not occupied, indicate so in the Work Log, update, and resolve the incident.

AT&T link or circuit flapping (PS-Net issue).

Once confirmation is received that the issue is a PS‐Net issue, and the outage may cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, contact PS‐Net NOC (877‐398‐9476 or 202.433.9402) to determine a PS‐Net ticket has been opened. Indicated the PS‐Net ticket number in the Work Log, and waiver the ticket. Do not resolve the incident.

Upon PS‐Net ticket resolution, ensure full restoration of that effected AT/FP system, indicate so in the Work Log, update and resolve the incident.

Once confirmation is received that the issue is a PS‐Net issue, but it is determined that the outage will not cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, indicate assessment in the Work Log, and resolve the ticket.

Customer requests cancellation of incident.

Indicate so in the Work Log, update the incident, choose the Resolution Categorization Tier 1, Tier 2, and Tier 3 of "Cancellation, Non ATFP Issue, Cancelled", and resolve the incident. Ensure to capture the contact information for the person requesting the cancellation in the ticket. The incident will be removed from metrics and metric/trend reports.

DISA circuit issue.

Once confirmation is received that the issue is a DISA Circuit issue, and the outage may cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, contact PS‐Net NOC (877‐398‐ 9476 or 202.433.9402) to determine a PS‐Net ticket has been opened. Indicated the PS‐Net ticket number in the Work Log, and waiver the ticket. Do not resolve the incident. Upon PS‐Net ticket resolution, ensure full restoration of that effected AT/FP system, indicate so in the Work Log, update and resolve the incident.

Duplicate incident.

Indicate so in the Work Log, relate this incident to the duplicate incident(s) in the Relationship tab of the incident, update the incident, choose the Resolution Categorization Tier 1, Tier 2, and Tier 3 of "Cancellation, Duplicate, Incident", and resolve the incident.

Cause/Incident Result

Incident Handling Guidance Alternate Incident Handling Guidance

Infrastructure issue, third party damage, or third party vendor (not related to the service provider) required to resolve issue that is affecting an AT/FP system.

Submit a waiver against the incident indicating so. The incident will be reassigned appropriately. The incident may be reassigned back once the issue has been resolved by the third‐party vendor. If so, verify that the system is functioning as it should, update and resolve the incident.

Invalid incident created by Navy311.

Submit a waiver against the incident requesting reassignment. ATFP Support will research the request and will either reject or approve and reassign the incident.

Needs to be assigned to another AT/FP Service Provider.

Use the Incident reassignment feature in Remedy to reassign the incident to the Navy311 Help Desk (within the incident, click on Functions in the far left column, click on Auto Assign, update the Work Log with as much information as possible to help Navy 311 understand the reason for reassignment, and which AT/FP Ashore Service Provider should receive the incident, and Save the incident). Generate an email to Navy 311 and copy the Government Contracting Officer Representative and copy the NAVFAC AT/FP Ashore Help Desk Manager referencing the incident number, reason for reassignment, and ask them to reassign to the correct Service Provider.

Outside interference / illegal carriers.

Submit a waiver against the incident indicating so. Once confirmation is received that the issue has been resolved, indicate so in the Work Log, update and resolve the incident. If the outage may cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, do not resolve the incident. Instead, submit a waiver against the incident, and manage the incident through resolution of the outage. Then ensure full restoration of the effected AT/FP system, indicate so in the Work Log, update and resolve the incident.

Planned power outage.

Submit a waiver against the incident. Once the power has been restored, verify that the system is functioning as it should, update and resolve the incident.

Unplanned power outage.

Submit a waiver against the incident indicating so. Once confirmation is received that the issue has been resolved, indicate so in the Work Log, update and resolve the incident. If the outage may cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, do not resolve the incident. Instead, submit a waiver against the incident, and manage the incident through resolution of the outage. Then ensure full

Cause/Incident Result

Incident Handling Guidance Alternate Incident Handling Guidance restoration of the effected AT/FP system, indicate so in the Work Log, update and resolve the incident.

Problem corrected itself. User cancelled.

Indicate so in the Work Log, update the incident, choose the Resolution Categorization Tier 1, Tier 2, and Tier 3 of "Cancellation, Non ATFP Issue, Cancelled", and resolve the incident. Ensure to capture the contact information for the person requesting the cancellation in the ticket. The

PSNet issue/outage.

Once confirmation is received that the issue is a PS‐Net issue, and the outage may cause an AT/FP system to not function properly beyond the Service Provider's required resolution time, contact PS‐Net NOC (877‐398‐9476 or 202.433.9402) to determine a PS‐Net ticket has been opened. Indicated the PS‐Net ticket number in the Work Log, and waiver the ticket. Do not resolve the incident.

Upon PS‐Net ticket resolution, ensure full restoration of that effected AT/FP system, indicate so in the Work Log, update and resolve the incident.

Resolved by the customer.

Indicate so in the Work Log, update the incident, choose the Resolution Categorization Tier 1, Tier 2, and Tier 3 of "Cancellation, Non ATFP Issue, Cancelled", and resolve the incident. Ensure to capture the contact information for the person requesting the cancellation in the ticket. The

Scheduled PSNet maintenance.

Submit a waiver against the incident. Once the network has been restored, verify that the system is functioning as it should, update and resolve the incident. Be sure to capture POC info for PS‐Net.

Project/System/Asset not sustained by

ATFP.

Submit a waiver against the incident in conjunction with request for reassignment to ATFP Support, who will research the request and either reject or approve and reassign the incident.

2.4.4 Resolving Incidents

A service request is defined as resolved when the equipment/system in question is restored to an operable condition that meets the originally specified performance requirements of the AT/FP Ashore program and the incident within the AT/FP Ashore Remedy System has been updated with a status of Resolved.

Refer to Incident Incident Data Accuracy Requirements in Section 2.4.3 above.

A completed Customer Signoff Sheet shall be uploaded to the Customer Signoff Sheet attachment field of the incident form in Remedy prior to setting the status of the incident to Resolved.

If one or more parts/components were replaced as part of the corrective maintenance action, a completed Repair/Replace form shall be uploaded to the Repair/Replace Form attachment field of the incident form in Remedy prior to setting the status of the incident to Resolved.

The Customer Signoff Sheet and Repair/Replace Forms are Government Furnished Information.

Incidents shall be resolved within the timeframe specified in individual task orders.

3. Data Templates Data templates are provided as Government furnished information. Data templates shall be utilized to import required data into the AT/FP Ashore Remedy System. Please refer to the Contract or Task Order, CDRL/DED A033 Completed Asset Data Template and Task Order Appendix D - Data Requirements Checklist and DED Package of the individual task order.

4. Questions Questions regarding the use of the AT/FP Ashore Remedy System or AIM Portal may be submitted to ATFPSustainmentProgram@navy.mil.

5. Attachments The following attachments are provided for additional reference with regard to the use of the AT/FP Ashore AIM and Remedy Systems.

5.1 AIM User Guide

AIM User Guide

5.2 Remedy Incident Guide

Help Desk Incident Processing

5.3 Remedy CDRL Submission Guide

CDRL Submission

5.4 Incident Categorization Information

Operational, Product, and Resolution Categ

Table 1 – Remedy Help Desk Ticket States Remedy Help Desk Ticket States

STATUS

MEANING

AUTOMATICALLY

POPULATED

FIELDS

TIMERS AND ESCALATIONS

New

New service call that has not been assigned for action.

Create Date Audit Trail

Ticket escalation if not assigned.

Assigned

Service call has been assigned for action but has not been acknowledged by the assignee.

Assigned Date

Acknowledgement time clock starts.

Resolution time clock starts.

Ticket escalation if status is not set to

Work In Progress, Pending, or Resolved within Task Order requirements.

Work In Progress

Service call resolution is in progress.

Acknowledgement time clock stops.

Resolution time clock continues.

Ticket escalation if not resolved within

Task Order limits.

Pending

Service call is in a hold state due to external factors.

Pending Date

Resolution time clock continues

(minus approved Waiver time).

Pending time clock starts.

Ticket escalation if not resolved within

Task Order requirements (minus approved Waiver time).

Resolved

Issue stated in the service call has been resolved and item affected has been returned to full service.

Resolved Date

All time clocks stop.

If necessary, service call can be reopened or reassigned for additional work.

Closed

Service call has been closed.

Closed Date

After follow-up and validation, the service call is closed. Once closed, it cannot be reopened or modified.