ND-4
"Customer is on PAUSE, the modem or ONU is not online or not working properly. After normal troubleshooting(is it plugged in, has it been rebooted, if applicable, has the router been rebooted), set up a Must Do Service call for Internet. The notes must begin with “Must do within 10 days. Then add the regular notes about why the customer called and you are setting up the WO. Be sure to resolve any related RTs