How to Use Pinnacle: Incident (Trouble Ticket) Request Guide

Incident Request

Login to Pinnacle.

Upon logging in with your Mason NetID and Strong Password, your Home screen should look like this:

From the upper right navigation on the Home page, select Services. The below screen will display; complete the Service Number field by entering the the 5-digit extension that pertains to the service disconnect being requested. Click Search to proceed.

The below screen will display; click the Subscriber or Service hyperlink to show the existing service details.

The below screen will display; click Report Incident to proceed.

The below screen will display; now Select a Problem (or incident) from the Problem drop-down menu.

Complete the Any more Information field by entering the related incident information. Click Finish to proceed.

The below screen will display; your order has been submitted to Telecom Administration (NOTE: An Incident Request will NOT generate a Request #).