Overview - TV troubleshooting systems

Contents

1. Troubleshooting tools

2. TV Systems

1. Troubleshooting tools
Foxtel TV technical agents use a variety of systems to assist with troubleshooting faults.

• Worklist Handler
• Unlock Order Tool
• Inventory Release Tool
• FTA Region Tool
• Reset Device Tool 

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2. TV Systems

2.1 Worklist Handler
2.2 Unlock Order Tool
2.3 Inventory Release Tool
2.4 Reset Device Tool

 
2.1 Worklist Handler
Worklist Handler is a system linked to ViVA that will restart workflow (a series of back-end nodes that indicate the status of an order) after a task has been completed.  

Worklist Handler can be used to:  

• Push stalled orders through.
• Close orders.

For information on how to use Worklist handler, see Procedure - restart workflow in Worklist Handler

2.2 Unlock Order Tool
Unlock Order Tool is A ViVA tool used to unlock orders that have not previously been committed by another user.

• CORE will automatically unlock orders when modifying.
• The Unlock Order Tool will primarily be used on Business Accounts.

Orders lock when another ViVA user has edited an order but hasn't committed the order.  

How to tell if an order is locked in ViVA:  

1. From Orders, select to display Cannot Lock Order.

 

How to unlock an order  

1. Open Unlock Order Tool. 
2. From OrderId, enter Order number
3. Select Unlock Order
4. Order #### Unlock Successfully displays.
5. The order is unlocked.

2.3 Inventory Release Tool
Inventory Release is a tool used to make inventory (Smartcard serial number and/or STB serial number) available to assign to an open order.
It should only be used when assigning inventory to an order.
 
Using Inventory Release Tool
1. From Serial Number field, enter Serial number (Smart Card number, STB serial number)
2. Select Submit

You will see one of two results:


means inventory has been released, and can now be added to open order.


means inventory is assigned to another service or order, and cannot be released until removed from service instance.

2.4 Reset Device Tool
The Reset Device Tool is used to manage a Foxtel ID's Foxtel GO/Foxtel Now registrations.
 
Reset Device Tool can be used to:  

• View registered devices
• Delete registered devices
• Reset number of registrations
• Reset app parental pin

Note: This tool does not reset free trial restrictions.  

 
Using device reset tool

1. Open Reset Device Tool
2. Enter customer Foxtel ID or registered email address from FOXTEL username/email.
3. Select Submit Query to display registered devices.

If...	Then on required device...
Deleting registration	Select   Note: Selected device is removed from registrations.
Resetting number of registrations	Select Note: Resets monthly device changes. Customer can make 1 device change per month.
Resetting parental control	Select Note: Removes existing parental control settings - customer will need to set up from scratch.

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