Jacada: APXNEXT


Reference

Are you a local administrator of the service?

  • Yes
    • Is the issue with OKTA authentication for MyView or RadioCentral?
      • Have you ever received the RadioCentral MYView Account creation email?
        • Yes
          • Please route the call to the Customer Care Portal team Via PureCloud (X-CCS PORTAL SUPPORT)
        • No
          • Please create an incident and route the case to SaaS-Hosted-Platform-Sup team to troubleshoot further. 
          • (SiteID forthis would be in the following format SZXXXXRC0#or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT MYView Issue 

In the NOTES TAB please check with Customer and add the following details: 

RadioCentral Agency name, Customer email address, Error details and any details which customers shares on the call

  • Is the issue with MyView?
    • Is the issue isolated to programming a single device or ALL of the devices?
      • Is the Issue related to using MyView Portal (Basic navigation etc.)
        • Please route the call to the Customer Care Portal team Via PureCloud (X-CCS PORTAL SUPPORT)
      • If the Issue is related to downloading RadioCentral Software from MyView or Cannot see devices in MyView
        • Please create a Remedy Incident and transfer to SaaS-Hosted-Platform-Sup team to troubleshoot further.

(SiteIDfor this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the  incident: 

Under the Summary section, add: APX NEXT MyView Issue 

In the NOTES TAB: Check with the customer and add any additional detail that the customer shares on the call.

  • Customer call on Enabling or Disabling a SIM?
    • Enabling SIM
      • For Enabling SIM, Create an incident using the “SIM Enable” template and automated script will pick it up. Instructions can be found at: https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing
      • For Disabling SIM, Create an incident using the “SIM Disable” template and automated script will pick it up. Instructions can be found at:

https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing

  • Disabling SIM

For Disabling SIM, Create an incident using the “SIM Disable” template and automated script will pick it up. Instructions can be found at:

 

https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing

  • Is this issue related to the DMS/RadioCentral, SMARTCONNECT, Virtual Partner , SMARTLOCATE, SMARTMAPPING, SMARTMESSAGING or SMARTINSIGHT?
    • Is the issue with DMS or RadioCentral?
      • Premier customers
        • Create an Incident and route to the Ops Eng team

(SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola systems, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV) 

Service Desk must add the following to the incident: 

Under the Summary section, add: DMS issue/request In the NOTES TAB, check with the customer and add: 

 

The agency name that the customer is using, any other errors which they are seeing on the screen/device

  • Advanced or Essential Customers
    • Please create an Incident and route to TSO ASTRODevice
    • (SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola systems, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)  

 

The Service Desk must add the following to the incident: 

 

Under the Summary section, add: DMS issue/request 

 

In the NOTES TAB, check with the customer and add:  

 

The agency name that the customer is using, any other errors which they are seeing on the screen/device

  • Are you having difficulties with programming/updating an APX NEXT device?
    • Is the issue isolated to programming a single device or ALL of the devices?
      • Single Device
        • For Premier customers, please create a ticket and route to Ops Eng team(NOC).

(SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0# , Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT Programming Issue 

In the NOTES TAB, check with the customer and add: 

The agency name that the customer is using

Any other errors which they are seeing on the screen/device

  • If the customer is Advanced or Essential do:

Please create an Incident and route it to TSO ASTRO Device.

(SiteID for this would be in thefollowing format SZXXXXRC0# or AXXXXRC0# 

 

 Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

 

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT Programming Issue 

In the NOTES TAB, check with the customer and add:  

The agency name that the customer is using

Any other errors which they are seeing on the screen/device

  • Is the Issue related to SMARTCONNECT or BACKUPPTT?
    • Please see the table below:

Question 1

Response1

Question 2

Response 2

Remark

Do you see “Cert Revoke” on the Phone Display?

YES

 

 

If customer needs help on adding subscriber state through the CCAdmin for Aware:

Create a ticket & route to: TSO CommandCentral.  

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add:                

APX NEXT Smartconnect is not working on device.

In the NOTES tab, add:

1) Add “Certification Revoke error”

2) Request the following details and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Do you see “Out of Range” on the display?

YES

 Is Radio in either enrolled mode or certified mode? 

NO

If customer need help with configuring Enrolled mode or Certified mode:

Create a ticket & route to: TSO CommandCentral.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add: APX NEXT Smartconnect is not working on device.

In the NOTES tab, add: 

1) Add “Out of Range error” & needs help with setting Radio in Enrolled or Certified mode.

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

 Is Radio in either enrolled mode or certified mode? 

YES

If customer needs help with configuring Radio UNIT ID/serial number in CC Admin:

Create a ticket & route to: TSO CommandCentral

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add: APX NEXT Smartconnect is not working on device.

In the NOTES tab, add:  

1) Add “Out of Range error” & needs help with configuring Radio in CCadmin

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

 

Do you see “SmartConnect Failed” on the Display?

YES

 

Is this issue occurring on  multiple radios and multiple customers?

Multiple Radios/Multiple Customers

( Note: Check if we are getting tickets from other customers &  Check APX NEXT website: https://sites.google.com/a/motorolasolutions.com/apxnext/ or check in Remedy for any outages)

If we are getting issues from Multiple customers:

Create a ticket & route to: SaaS-Cloud-Platform-Sup

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add “Multiple customers are having issues with Smartconnect”

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

Multiple Radios/Single Customer

Multiple Radios/Single Customer--

Request that the customer check the UEM and see if it provides outputs about  LMP's having the  wrong Passphrase.

 If the UEM is outputting info about the LMPs having the wrong Passphrase

If the customer needs help looking for a passphrase for the LMP in CCAdmin:

Create a ticket & route to: TSO CommandCentral.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add: “Customer Need help with PassPhrase”

2) Request the following details, and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

Multiple Radios/Single Customer

MultipleRadios/Single Customer--

Request that the customer check the UEM and see if it displays outputs about “SITE 90 not wide trunking” and all channels will be reported down

If the customer needs help in troubleshooting:

Create a ticket & route  to: TSO ASTRO INFRA.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add “UEM output displays that SITE 90 is not wide trunking, and all channels will be reported down”

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Customer complains that audio is getting dropped

 

Ask, “is this happening repeatedly?”

YES

Service Desk has to create a ticket & route to: TSO ASTRO INFRA.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect Audio issues.

In the NOTES tab, add:

1) Add, Customer is having audio issues repeatedly.  Please check the wireless network  that the subscriber is connected to in order to allow UDP traffic.

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

 

NO

Service Desk has to create a ticket & route to: TSO ASTRO Device.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect Audio issues.

In the NOTES tab, add:

1) Add, “Customer is having audio issues repeatedly, please check the device.”

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Issue with device connecting to SMARTCONNECT

YES

 

 

Create a ticket & route to: TSO ASTRO Device.

 SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

The Service Desk must add the following to the  incident:

In the Summary section, add:  SMARTCONNECT connecting to LTE

In the NOTES tab, add:

Request the following details & add to the Notes

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Is the issue with SMARTCONNECT Virtual Machines which are in the ASTRO CORE?

YES

 

 

Create a ticket and route to: TSO ASTRO INFRA

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: The SMARTCONNECT Virtual machine name that is having the issue 

In the NOTES tab, add:

Errors the customer is seeing on the Virtual Machines

Any logs that the customer can share

  •  



  • Issue is related to ViQi or Virtual Partner
    • Is the issue with the device connecting to ViQi/Virtual Partner?
      • Create an Incident and route to TSO ASTRODevice.

(SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

The Service Desk must add the following to the incident: 

Under the Summary section, add: ViQi/Virtual Partner connectivity Issue 

 

In the NOTES TAB, add: 

Serial number of the device and when the issue started.

 

Any other errors that the customer is seeing on the screen/device

  • Is the issue with Virtual machines that are in the ASTRO CEN?
    • Create an Incident and route to TSO ASTROINFRA.

(SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

 

The Service Desk must add the following to the incident: 

 

Under the Summary section, add:

The Virtual Partner - Virtual machine name and IP Address that is experiencing problems

In the NOTES TAB add: 

Any errors the customer is seeing on the Virtual Machines,

 

Is the issue occurring now? 

Is this happening just to one device or to all devices?

any logs they could share

  • Did the Query fail after you requested for information from the BOT?
    • Please create an Incident and route to SaaS-Cloud-Platform-Sup.

(SITEID for this would be in the following format SZXXXX_(VIQI) orAXXXX_(VIQI))

The Service Desk must add the following to the incident: 

In the Summary section, add: Virtual Partner Cloud might be having  issues searching the query

In the NOTES tab, add: 

 

Any errors the customer is seeing on the Screen/device/Virtual Machines 

Is the issue occurring now? 

Is this happening just to one device or to all devices? 

Any logs they could share

  • Did you get BOT response as “No records Found”
    • Please create an Incident and route to SaaS-Cloud-Platform-Sup

(SITEID for this would be in the following format SZXXXX_(VIQI) orAXXXX_(VIQI)) 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

Virtual Partner Cloud might be having  issues searching the query

In the NOTES tab, add: 

Any errors the customer is seeing on the Screen/device/Virtual Machines 

Is the issue occurring now? 

Is this happening just to one device or to all devices? 

Any logs they could share

  • Radio says, "System error, please see your system administrator" when trying to initiate ViQi.

1. Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager. 

2. If NOT, Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request)

3. Login failed, Create a ticket & route to TSO CommandCentral  (SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

 

APX NEXT VirtualPartner authentication Issue

 

In the NOTES tab, add: 

 

Customer is having issues authenticating via APXNEXT device

  • Issue is related to SMARTLOCATE or Location Over the BroadBand
    • Is the issue related to APX NEXT Device is not showing up in Aware?
      • Please create an Incident and route to TSOCommandCentral

(SITEID for this would be in the following format SPSSXXXX_(CC))

The Service Desk must add the following to the incident: 

In the Summary section, add: APX NEXT SmartLocate Aware Issue  

In the NOTES tab, add: 

Details of the issue, 

  1. Serial Number, 

   2. Is the issue occurring now? 

   3. Is this happening just to one device or to all devices?

  • If Device shows up in event monitor, but the location is not shown
    • Please create an Incident and route to TSOCommandCentral

(SITEID for this would be in the following format SPSSXXXX_(CC))

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: APX NEXT SmartLocate Aware Issue  

In the NOTES tab, add: 

 

Details of the issue 

 1. Serial Number, 

 2. Is the issue occurring now? 

 3. Is this happening just to one device or to all devices?

  • If SmartLocate issue is on the APX NEXT device
    • Create an Incident and route it to TSO ASTRODevice

(SITEID for this would be in the following format SPSSXXXX_(CC))

The Service Desk must add the following to the incident:  

 

In the Summary section, add: 

SMARTLOCATE is having issues providing location on the device

In the NOTES TAB:

 Details of any errors the customer is seeing on the device.

  • Issue is related to SMARTMAPPING
    • Is the issue related to APX NEXT Device prompted warning when Launching SmartMapping?

1. Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager. 

2. If NOT, Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request)

3. Login failed to http://vp-as.commandcentral.com/, Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format  SPSSXXXX_(CC))

 

TheService Desk must add the following to the incident: 

In the Summary section, add: 

APX NEXT SmartMapping  authentication Issue

In the NOTES tab, add: 

 

Customer is having issues authenticating from APXNEXT device via Shift manager

  • If Device User is not able to see other devices from his device?

Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format SPSSXXXX_(CC))

 

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

APX NEXT SmartMapping Issue

In the NOTES tab, add: 

 

Details of the issue:

I. Serial Number?

II. Is the issue occurring now? 

III. Is this happening just to one device or to all devices ?

IV. Is this issue with APX or APXNEXT?

  • Issue is related to SMARTINSIGHT
    • Is the issue related to APX NEXT Device/Devices not showing up in the SmartInsight reports?

Create a ticket & route to TSO ASTRO Device(SITEID for this would be in the following format  SZXXXXRC0# or AXXXXRC0#,

Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

Customer is having issue device showing up in SmartInsight Reports

In the NOTES tab, add: 

Details of the issue:

I. Serial Number?

II. Is the issue occurring now? 

III. Is this happening just to one device or to all devices ?

  • Issue SmartInsight reports are not getting updated
    • Please create an Incident and route to Configuration (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

APX NEXT SmartInsight Issue

In the NOTES tab, add: 

 

Details of the issue:

I. Is the issue occurring now? 

II. Is this happening just to a report or all 3 reports ? issue is with one or two reports, please provide the name of the reports which are having issues?

  • Questions on SmartInsight reports

Create a ticket & route to Configuration (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#)

The Service Desk must add the following to the incident: 

In the Summary section,add: 

 

APX NEXT SmartInsight Questions

In the NOTES tab, add: 

Details of the request

  • If Customer cannot view SmartInsight Menu in MyView

Create a ticket & route to SaaS-Hosted-Platform-Sup (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#)

Please Note: Ask customers if they have used the same RadioCentral account to login into MyView, if not request them (if that works , close the request) 

 

The Service Desk must add the following to the incident: 

In the Summary section,add: 

 

APX NEXT SmartInsight Issue 

In the NOTES tab, add: 

Details of the issue & check if customers were able to see the reports in the past?

  • Issue is related to SMARTMESSAGING
    • Is the issue related to APX NEXT Device prompted warning when Launching SmartMessaging

Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager). 

If NOT , Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request) 

Login failed to http://vp-as.commandcentral.com/  , Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format  SZXXXX or AXXXX add SmartMessaging CI)

 

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

APX NEXT SmartMessaging  authentication Issue

In the NOTES tab, add: 

Customer is having issues authenticating from APXNEXT device via Shift manager

  • Any other Issues related to SmartMessaging

Please create an Incident and route it to TSO WAVE (SITEID for this would be in the following format  SZXXXX or AXXXX add SmartMessaging CI)

The Service Desk must add the following to the incident: 

In the Summary section, add: APX NEXT SmartMessaging Issue

 

In the NOTES tab, add: 

Add the details of the issue

Collect the device Serial numbers

  • Customer call complaining cannot see right RadioCentral Provisioning Agency, or Cannot see the Agency in the Agency List

Please create an incident and transfer to SaaS-Hosted-Platform-Sup teamto troubleshoot further.

(SiteID for this would be in the following format SZXXXXRC0# orAXXXXRC0#, Please note,  for non motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the  incident: add: 

Under the Summary section, add : APX NEXT Agency NOT Visible 

In the NOTES TAB please check with Customer and the following details: 

RadioCentral Agency name that the customer needs to access, Customer email address and 

any additional detail that the customer shares on the call.

Below are some screenshots which shows about the agencies when customers opens RadioCentral Client:

  • https://lh3.googleusercontent.com/8SPUXvgauHt2qK9Qsg0Obkc3Gp9EDzUJ6Q3HF7bPVN9rcZ1JWkG7qyV7cdzZs1mgDARRHTopnbXL0KOwPK0ww_XIWv9bd9mQ-Sadk5NS_AwfpPaSN6ulnf29ATWqU5N_4JRNZ2Hzyu97WpsA67zFRfx3HRCjndUfA9MwNXSzvqAW92yDrAR7-z98CcAg1w



  • None of the above or Customer is Not sure where the issue is?

Create an Incident and route to TSO ASTRODevice

(In this case, SITEID will be based on the application which customer reporting issue on)

The Service Desk must add the following to the incident: 

 

In the Summary section, add: High level info 

In the NOTES tab, add: Best effort Characterization

  • If MSI Employee (Field team) or customer calls and requests for DISABLE APX NEXT DATA COLLECTION (SmartInsight or BlackBox)

Please create an Incident and route it to TSO ASTRO Device (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note, for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the incident: 

In the Summary section, add: SmartInsight Data Opt Out

In the NOTES tab, add: 

Provisioning Agency Name/ID

List of Device Serial Numbers to disable (or specify ALL device in agency)

Disable Fault Management Data  & SmartInsight Data OR just SmartInsight Data (i.e. and still collect fault management data)

  • If an MSI employee calls on requesting pricing information for the subscription cost and price for APXNEXT DMS, SmartConnect, Virtual Partner, SmartLocate, SmartMapping, SmartMessaging & SmartInsight.
    • Refer to the customer to the link below which has details like how to buy etc.
    • https://www.motorolasolutions.com/en_us/managed-support-services/devices/apx-next-services.html#essential
  • If an MSI employee calls for info on how to get a Demo kit for the Apx Next
    • Refer the customer to  APX NEXT Internal Order Process document for the details:  https://drive.google.com/file/d/1vLcX-EQjEq955NmgWJPv1bm4vK0mVYzr/view
    • NOTE: APX NEXT demo kits are "sponsored" by sales , so if customer calls on demo, inform customer that he needs to have a Motorola Account Manager request the demo for him
  • If customer calls asking APXNext UL uses the same chargers and mics as the other APXNext ones
    • Yes, APX NEXT XE uses the APX NEXT UL batteries and uses the same MUC and SUC chargers
  • If an outside agency calls in to get more information on how to purchase an APX for his/her company

Please refer to the link below which has details like how to buy etc.

https://www.motorolasolutions.com/en_us/managed-support-services/devices/apx-next-services.html#essential 

 

It also has the number and details of whom to call.

This has the details like how to buy etc.

  • No
    • If you are an end user, have you worked with your local admin?
      • Yes
        • Is the issue with OKTA authentication for MyView or RadioCentral
          • Have you ever received the RadioCentral MYView Account creation email?
            • Yes
              • Please route the call to the Customer Care Portal team Via PureCloud (X-CCS PORTAL SUPPORT)
            • No
              • Route the case to SaaS-Hosted-Platform-Sup team

Please create an incident and route the case to SaaS-Hosted-Platform-Sup team to troubleshoot further. 

(SiteID for this would be in the following format SZXXXXRC0#or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT MYView Issue 

In the NOTES TAB please check with Customer and add the following details: RadioCentral Agency name, Customer email address, Error details and any details which customers shares on the call

  • Is the issue with MyView?
    • Is the issue isolated to programming a single device or ALL of the devices?
      • Is the Issue related to using MyView Portal (Basic navigation etc.)
        • Please route the call to the Customer Care Portal team Via PureCloud (X-CCS PORTAL SUPPORT)
      • If the Issue is related to downloading RadioCentral Software from MyView or Cannot see devices in MyView
        • Please create a Remedy Incident and transfer to SaaS-Hosted-Platform-Sup team to troubleshoot further.

(SiteIDfor this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the  incident: 

Under the Summary section, add: APX NEXT MyView Issue 

In the NOTES TAB: Check with the customer and add any additional detail that the customer shares on the call.

  • Customer call on Enabling or Disabling a SIM?
    • Enabling SIM
      • For Enabling SIM, Create an incident using the “SIM Enable” template and automated script will pick it up. Instructions can be found at: https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing
      • For Disabling SIM, Create an incident using the “SIM Disable” template and automated script will pick it up. Instructions can be found at:

https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing

  • Disabling SIM

For Disabling SIM, Create an incident using the “SIM Disable” template and automated script will pick it up. Instructions can be found at:

 

https://docs.google.com/document/d/1k7LU_W4ZMlCeHtxM-ns5eggk4QBDcPkdx7v7feqwg5c/edit?usp=sharing

  • Is this issue related to the DMS/RadioCentral, SMARTCONNECT, Virtual Partner , SMARTLOCATE, SMARTMAPPING, SMARTMESSAGING or SMARTINSIGHT?
    • Is the issue with DMS or RadioCentral?
      • Premier customers
        • Create an Incident and route to the Ops Eng team

(SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola systems, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV) 

Service Desk must add the following to the incident: 

Under the Summary section, add: DMS issue/request In the NOTES TAB, check with the customer and add: 

 

The agency name that the customer is using, any other errors which they are seeing on the screen/device

  • Advanced or Essential Customers
    • Please create an Incident and route to TSO ASTRODevice
    • (SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola systems, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)  

 

The Service Desk must add the following to the incident: 

 

Under the Summary section, add: DMS issue/request 

 

In the NOTES TAB, check with the customer and add:  

 

The agency name that the customer is using, any other errors which they are seeing on the screen/device

  • Are you having difficulties with programming/updating an APX NEXT device?
    • Is the issue isolated to programming a single device or ALL of the devices?
      • Single Device
        • For Premier customers, please create a ticket and route to Ops Eng team(NOC).

(SiteID for this would be in the following format SZXXXXRC0# or AXXXXRC0# , Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT Programming Issue 

In the NOTES TAB, check with the customer and add: 

The agency name that the customer is using

Any other errors which they are seeing on the screen/device

  • If the customer is Advanced or Essential do:

Please create an Incident and route it to TSO ASTRO Device.

(SiteID for this would be in thefollowing format SZXXXXRC0# or AXXXXRC0# 

 

 Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

 

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT Programming Issue 

In the NOTES TAB, check with the customer and add:  

The agency name that the customer is using

Any other errors which they are seeing on the screen/device

  • Is the Issue related to SMARTCONNECT or BACKUPPTT?
    • Please see the table below:

Question 1

Response1

Question 2

Response 2

Remark

Do you see “Cert Revoke” on the Phone Display?

YES

 

 

If customer needs help on adding subscriber state through the CCAdmin for Aware:

Create a ticket & route to: TSO CommandCentral.  

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add:                

APX NEXT Smartconnect is not working on device.

In the NOTES tab, add:

1) Add “Certification Revoke error”

2) Request the following details and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Do you see “Out of Range” on the display?

YES

 Is Radio in either enrolled mode or certified mode? 

NO

If customer need help with configuring Enrolled mode or Certified mode:

Create a ticket & route to: TSO CommandCentral.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add: APX NEXT Smartconnect is not working on device.

In the NOTES tab, add: 

1) Add “Out of Range error” & needs help with setting Radio in Enrolled or Certified mode.

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

 Is Radio in either enrolled mode or certified mode? 

YES

If customer needs help with configuring Radio UNIT ID/serial number in CC Admin:

Create a ticket & route to: TSO CommandCentral

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In Summary section, add: APX NEXT Smartconnect is not working on device.

In the NOTES tab, add:  

1) Add “Out of Range error” & needs help with configuring Radio in CCadmin

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

 

Do you see “SmartConnect Failed” on the Display?

YES

 

Is this issue occurring on  multiple radios and multiple customers?

Multiple Radios/Multiple Customers

( Note: Check if we are getting tickets from other customers &  Check APX NEXT website: https://sites.google.com/a/motorolasolutions.com/apxnext/ or check in Remedy for any outages)

If we are getting issues from Multiple customers:

Create a ticket & route to: SaaS-Cloud-Platform-Sup

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add “Multiple customers are having issues with Smartconnect”

2) Request the following details, and add to Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

Multiple Radios/Single Customer

Multiple Radios/Single Customer--

Request that the customer check the UEM and see if it provides outputs about  LMP's having the  wrong Passphrase.

 If the UEM is outputting info about the LMPs having the wrong Passphrase

If the customer needs help looking for a passphrase for the LMP in CCAdmin:

Create a ticket & route to: TSO CommandCentral.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add: “Customer Need help with PassPhrase”

2) Request the following details, and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

YES

Multiple Radios/Single Customer

MultipleRadios/Single Customer--

Request that the customer check the UEM and see if it displays outputs about “SITE 90 not wide trunking” and all channels will be reported down

If the customer needs help in troubleshooting:

Create a ticket & route  to: TSO ASTRO INFRA.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect FAILED.

In the NOTES tab, add:

1) Add “UEM output displays that SITE 90 is not wide trunking, and all channels will be reported down”

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Customer complains that audio is getting dropped

 

Ask, “is this happening repeatedly?”

YES

Service Desk has to create a ticket & route to: TSO ASTRO INFRA.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect Audio issues.

In the NOTES tab, add:

1) Add, Customer is having audio issues repeatedly.  Please check the wireless network  that the subscriber is connected to in order to allow UDP traffic.

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

 

NO

Service Desk has to create a ticket & route to: TSO ASTRO Device.

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: APX NEXT Smartconnect Audio issues.

In the NOTES tab, add:

1) Add, “Customer is having audio issues repeatedly, please check the device.”

2) Request the following details and add to the Notes:

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Issue with device connecting to SMARTCONNECT

YES

 

 

Create a ticket & route to: TSO ASTRO Device.

 SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

The Service Desk must add the following to the  incident:

In the Summary section, add:  SMARTCONNECT connecting to LTE

In the NOTES tab, add:

Request the following details & add to the Notes

a) Possible Date + time + timezone of the incident occurrence

b) WACN + Sys ID of the customer

c) Unit ID(s) + serial number(s) of the subscriber(s) affected (if applicable)

d) Group ID to which the subscriber is affiliated (if applicable)

e) LMP ID (if applicable)

Is the issue with SMARTCONNECT Virtual Machines which are in the ASTRO CORE?

YES

 

 

Create a ticket and route to: TSO ASTRO INFRA

SITEID for this would be in the following format SZXXXX_(SMARTCONNECT) or AXXXX_(SMARTCONNECT)

 

The Service Desk must add the following to the  incident:

In the Summary section, add: The SMARTCONNECT Virtual machine name that is having the issue 

In the NOTES tab, add:

Errors the customer is seeing on the Virtual Machines

Any logs that the customer can share

  •  



  • Issue is related to ViQi or Virtual Partner
    • Is the issue with the device connecting to ViQi/Virtual Partner?
      • Create an Incident and route to TSO ASTRODevice.

(SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

The Service Desk must add the following to the incident: 

Under the Summary section, add: ViQi/Virtual Partner connectivity Issue 

 

In the NOTES TAB, add: 

Serial number of the device and when the issue started.

 

Any other errors that the customer is seeing on the screen/device

  • Is the issue with Virtual machines that are in the ASTRO CEN?
    • Create an Incident and route to TSO ASTROINFRA.

(SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

 

The Service Desk must add the following to the incident: 

 

Under the Summary section, add:

The Virtual Partner - Virtual machine name and IP Address that is experiencing problems

In the NOTES TAB add: 

Any errors the customer is seeing on the Virtual Machines,

 

Is the issue occurring now? 

Is this happening just to one device or to all devices?

any logs they could share

  • Did the Query fail after you requested for information from the BOT?
    • Please create an Incident and route to SaaS-Cloud-Platform-Sup.

(SITEID for this would be in the following format SZXXXX_(VIQI) orAXXXX_(VIQI))

The Service Desk must add the following to the incident: 

In the Summary section, add: Virtual Partner Cloud might be having  issues searching the query

In the NOTES tab, add: 

 

Any errors the customer is seeing on the Screen/device/Virtual Machines 

Is the issue occurring now? 

Is this happening just to one device or to all devices? 

Any logs they could share

  • Did you get BOT response as “No records Found”
    • Please create an Incident and route to SaaS-Cloud-Platform-Sup

(SITEID for this would be in the following format SZXXXX_(VIQI) orAXXXX_(VIQI)) 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

Virtual Partner Cloud might be having  issues searching the query

In the NOTES tab, add: 

Any errors the customer is seeing on the Screen/device/Virtual Machines 

Is the issue occurring now? 

Is this happening just to one device or to all devices? 

Any logs they could share

  • Radio says, "System error, please see your system administrator" when trying to initiate ViQi.

1. Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager. 

2. If NOT, Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request)

3. Login failed, Create a ticket & route to TSO CommandCentral  (SITEID for this would be in the following format SZXXXX_(VIQI) or AXXXX_(VIQI))

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

 

APX NEXT VirtualPartner authentication Issue

 

In the NOTES tab, add: 

 

Customer is having issues authenticating via APXNEXT device

  • Issue is related to SMARTLOCATE or Location Over the BroadBand
    • Is the issue related to APX NEXT Device is not showing up in Aware?
      • Please create an Incident and route to TSOCommandCentral

(SITEID for this would be in the following format SPSSXXXX_(CC))

The Service Desk must add the following to the incident: 

In the Summary section, add: APX NEXT SmartLocate Aware Issue  

In the NOTES tab, add: 

Details of the issue, 

  1. Serial Number, 

   2. Is the issue occurring now? 

   3. Is this happening just to one device or to all devices?

  • If Device shows up in event monitor, but the location is not shown
    • Please create an Incident and route to TSOCommandCentral

(SITEID for this would be in the following format SPSSXXXX_(CC))

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: APX NEXT SmartLocate Aware Issue  

In the NOTES tab, add: 

 

Details of the issue 

 1. Serial Number, 

 2. Is the issue occurring now? 

 3. Is this happening just to one device or to all devices?

  • If SmartLocate issue is on the APX NEXT device
    • Create an Incident and route it to TSO ASTRODevice

(SITEID for this would be in the following format SPSSXXXX_(CC))

The Service Desk must add the following to the incident:  

 

In the Summary section, add: 

SMARTLOCATE is having issues providing location on the device

In the NOTES TAB:

 Details of any errors the customer is seeing on the device.

  • Issue is related to SMARTMAPPING
    • Is the issue related to APX NEXT Device prompted warning when Launching SmartMapping?

1. Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager. 

2. If NOT, Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request)

3. Login failed to http://vp-as.commandcentral.com/, Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format  SPSSXXXX_(CC))

 

TheService Desk must add the following to the incident: 

In the Summary section, add: 

APX NEXT SmartMapping  authentication Issue

In the NOTES tab, add: 

 

Customer is having issues authenticating from APXNEXT device via Shift manager

  • If Device User is not able to see other devices from his device?

Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format SPSSXXXX_(CC))

 

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

APX NEXT SmartMapping Issue

In the NOTES tab, add: 

 

Details of the issue:

I. Serial Number?

II. Is the issue occurring now? 

III. Is this happening just to one device or to all devices ?

IV. Is this issue with APX or APXNEXT?

  • Issue is related to SMARTINSIGHT
    • Is the issue related to APX NEXT Device/Devices not showing up in the SmartInsight reports?

Create a ticket & route to TSO ASTRO Device(SITEID for this would be in the following format  SZXXXXRC0# or AXXXXRC0#,

Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

Customer is having issue device showing up in SmartInsight Reports

In the NOTES tab, add: 

Details of the issue:

I. Serial Number?

II. Is the issue occurring now? 

III. Is this happening just to one device or to all devices ?

  • Issue SmartInsight reports are not getting updated
    • Please create an Incident and route to Configuration (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

 

The Service Desk must add the following to the incident: 

 

In the Summary section, add: 

APX NEXT SmartInsight Issue

In the NOTES tab, add: 

 

Details of the issue:

I. Is the issue occurring now? 

II. Is this happening just to a report or all 3 reports ? issue is with one or two reports, please provide the name of the reports which are having issues?

  • Questions on SmartInsight reports

Create a ticket & route to Configuration (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#)

The Service Desk must add the following to the incident: 

In the Summary section,add: 

 

APX NEXT SmartInsight Questions

In the NOTES tab, add: 

Details of the request

  • If Customer cannot view SmartInsight Menu in MyView

Create a ticket & route to SaaS-Hosted-Platform-Sup (SITEID for this would be in the following format SZXXXXRC0# or AXXXXRC0#)

Please Note: Ask customers if they have used the same RadioCentral account to login into MyView, if not request them (if that works , close the request) 

 

The Service Desk must add the following to the incident: 

In the Summary section,add: 

 

APX NEXT SmartInsight Issue 

In the NOTES tab, add: 

Details of the issue & check if customers were able to see the reports in the past?

  • Issue is related to SMARTMESSAGING
    • Is the issue related to APX NEXT Device prompted warning when Launching SmartMessaging

Please Note: Check with the customer to see if he/she has logged in from APX NEXT device via ShiftManager). 

If NOT , Request that the customer login, since the user is enabled for only a period of 12 hours. (if that works , close the request) 

Login failed to http://vp-as.commandcentral.com/  , Create a ticket & route to TSO CommandCentral (SITEID for this would be in the following format  SZXXXX or AXXXX add SmartMessaging CI)

 

The Service Desk must add the following to the incident: 

In the Summary section, add: 

 

APX NEXT SmartMessaging  authentication Issue

In the NOTES tab, add: 

Customer is having issues authenticating from APXNEXT device via Shift manager

  • Any other Issues related to SmartMessaging

Please create an Incident and route it to TSO WAVE (SITEID for this would be in the following format  SZXXXX or AXXXX add SmartMessaging CI)

The Service Desk must add the following to the incident: 

In the Summary section, add: APX NEXT SmartMessaging Issue

 

In the NOTES tab, add: 

Add the details of the issue

Collect the device Serial numbers

  • Customer call complaining cannot see right RadioCentral Provisioning Agency, or Cannot see the Agency in the Agency List
  • None of the above or Customer is Not sure where the issue is?
  • If MSI Employee (Field team) or customer calls and requests for DISABLE APX NEXT DATA COLLECTION (SmartInsight or BlackBox)
  • If an MSI employee calls on requesting pricing information for the subscription cost and price for APXNEXT DMS, SmartConnect, Virtual Partner, SmartLocate, SmartMapping, SmartMessaging & SmartInsight.
  • If an MSI employee calls for info on how to get a Demo kit for the Apx Next
  • If customer calls asking APXNext UL uses the same chargers and mics as the other APXNext ones
  • If an outside agency calls in to get more information on how to purchase an APX for his/her company
  • No
  • Demo
    • Is the issue with OKTA authentication for MyView or RadioCentral
      • Have you ever received the RadioCentral MYView Account creation email?
        • Yes
          • Please route the call to the Customer Care Portal team Via PureCloud (X-CCS PORTAL SUPPORT)
        • No
          • Route the case to SaaS-Hosted-Platform-Sup team

Please create an incident and route the case to SaaS-Hosted-Platform-Sup team to troubleshoot further. 

(SiteID for this would be in the following format SZXXXXRC0#or AXXXXRC0#, Please note,  for non Motorola system, SITEID can start with RADIOCENT and Analog conventional radio system, SITEID starts with CV)

Service Desk must add the following to the incident: 

Under the Summary section, add: APX NEXT MYView Issue 

In the NOTES TAB please check with Customer and add the following details: RadioCentral Agency name, Customer email address, Error details and any details which customers shares on the call

  • Is the issue with devices or programming devices
    • Please create a Remedy Incident and transfer it to TSO ASTRO Device (SiteID for this would be in the following format RADIOCENTRAL_DEMO1 02 etc. ) 

The Service Desk must addthe following to the  incident: 

Under the Summary section, add: APX NEXT Issue 

In the NOTES TAB: 

1. The agency name that the customer is using

2. Any other errors which they are seeing on the screen/device