⚡Quick answer -
Every ticket type has its own non-negotiable checklist. Copy the exact lines below (unaltered) into your Jira ticket or email so Tech Support can approve the request without back-and-forth.
When should I use this guide?
Use it any time you, an Account Manager (AM), or a client needs to:
• Create a DLT chain and request Tech-Support binding approval.
• Report an SMS delivery failure (panel or API).
• Escalate “After-Call SMS” delivery issues.
DLT Chain Binding: required details
AM to follow this step before raising any ticket to tech support.
After chain creation, you have to share below details:
1- PE ID
2- PE DLT Portal Operator name
3- SMS panel URL4- Chain ID
After Tech Support Approval, it is done.
2. SMS Delivery Issue (panel): required details
You need to add the following details to raise a ticket on Jira:
• If SMS is not getting delivered
• Check if the template is approved on DLT or not
• DLT Chain process is enabled. Refer to this doc - https://docs.google.com/document/d/1_9yWS6ECw8QFpAMGtAf8_vyY-V6wOyk8-1DxRmiDZc/edit?tab=t.0
• Delivery status
• User panel URL and username
3. SMS Delivery Issue (API): required details
You need to add the following info to raise a ticket on Jira:
• Ask your client for the curl request
• If SMS is not getting delivered
• Check if the template is approved on DLT or not
• DLT Chain process is enabled, refer to this doc - AIRTEL_PE-TM Binding
• Delivery status
• User panel URL and username
4. After-Call SMS Delivery Issue: required details
*We are accepting default templates only
• Check the feature is enabled in the Plan and panel
• Make sure no customisation or editing is done
• Sample Uids for Test call
• BAN Details
5. What stops approval?
Tickets are delayed or rejected when ANY of the exact fields above are missing, edited, or replaced by custom text.
For After-Call SMS, “Make sure no customisation, no edit is done” is explicitly required.
6. Summary table