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All Journal Jurnal Ilmiah Teknik Informatika & Elektro (JITEK)
Rahmadsyah Rahmadsyah
Universitas Medan Area
Computer Science & IT Electrical & Electronics Engineering

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Analisis Proses Monitoring Laporan Gangguan WiFi.id Menggunakan Aplikasi NOSSA pada PT Telkom Regional I Sumatera Muhammad Rifqi; Rahmadsyah Rahmadsyah
Jurnal Ilmiah Teknik Informatika & Elektro (JITEK) Vol 4, No 2 (2025): Jurnal Ilmiah Teknik Informatika & Elektro (JITEK), Juli
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jitek.v4i2.6981

Abstract

Public network services require a disturbance-monitoring process that connects customer reports, fault identification, technician assignment, and status updates in a structured workflow. This study analyzes WiFi.id disturbance-report monitoring using the Network Operation Support System Assurance (NOSSA) application at PT Telkom Regional I Sumatera. The study is positioned as a descriptive analysis based on documented workflows, service topology, ticket processes, and application interfaces available in the source manuscript. The analysis shows that NOSSA is used to display customer data, identify disturbance states such as AP DOWN, forward information to operational staff or field technicians, and record maintenance activity until the status is updated. This workflow reflects integrated ticketing and service-assurance functions at the operational level. However, the source manuscript provides no dataset on ticket volume, response time, resolution time, escalation rate, reopened tickets, or SLA achievement. Consequently, NOSSA effectiveness cannot yet be quantified. The study contributes a process map and identifies performance indicators required for subsequent evaluation.
Co-Authors Muhammad Rifqi