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

New Telecommunications Vendor

Mason’s current telephone system is end-of-life, and with a workforce increasingly dispersed, a new solution is needed. Mason has selected a new telecommunications vendor, Vonage, Inc, which delivers advanced features (e.g., mobile applications, ring/accept calls on any device, presence awareness) and integrates into Mason’s tools (e.g., Office 365). For updates on this initiative and additional resources, see Telecom System Replacement Roadmap.

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 #).

Last modified: April 24, 2023