Tickets Overview

The WillowTwin™ platform provides organizations with a complete picture into the operations of a building, and Tickets are a great way for teams to stay connected and ensure the upkeep of important pieces of equipment is being taken care of in a timely manor.

Users can create tickets for front-line workers to further investigate or repair issues with pieces of equipment. Looking at the complete functionality of your digital twin, Insights can be triggered from multiple sources to alert users to these potential issues, users can use various tools within the platform to perform a deeper analysis, then create tickets to action these potential issues and initiate repairs when required.

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Whether its from the Tickets tab or directly from an Insight, tickets can be created with the important information workers might need to complete the work they are being assigned to, this can include:

  • What piece of equipment requires repair, and where is it
  • Priority of the ticket
  • Descriptions of the issue or work required
  • Image attachments
  • Who is requesting the work

Once a ticket has been assigned, via the Command mobile application, users can review the details of the ticket and go to complete the actions required. After they have completed the work, users can also update the status to complete the ticket as well.

The Tickets area of the platform can be divided into 3 sub areas depending on the configuration of your WillowTwin™: Standard Tickets, Scheduled Tickets and Schedules.

  • Standard tickets
    • Are tickets that are created on demand when work is required
    • From here new standard tickets can be created
  • Scheduled tickets
    • Are tickets that are automatically generated on a regular and recurring schedule, typically for  preventative maintenance on pieces of equipment
  • Schedules
    • Lists bot the active and any archived ticket schedules 
    • From here new ticket schedules can be created

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Scheduled Tickets may need to be enabled in your WillowTwin™ platform, for more information about enabling this feature, please speak to your Customer Success Manager

On each tab, users can search, filter and sort the list of tickets, filter options include: Priority and Source, and sorting the list can be done by clicking on any of the column headers in the list. 

Ticket Statuses

Both the Standard Tickets and Scheduled Tickets areas list tickets across 3 tabs: Open , Resolved and Closed. The status value on the ticket will determine which tab the ticket will appear on.

Open

Open tickets are tickets that are newly created or actively being worked, these can have one of the following statuses: 

  • Open is the default status for newly created tickets
    • Via the mobile app, users can choose to either Accept or Reject tickets assigned to them
      • Rejected tickets will automatically transition the status to Reassign and set the assignee within the ticket to Unassigned
  • In Progress, indicates tickets where tasks are currently being actioned
    • When a user Accepts a ticket via the mobile app, the ticket will automatically transition to In Progress
  • Limited Availability, this status is used to indicate the required work has only been partially fixed.
    • Via the mobile app, users can select Partially Fixed, then indicate the Cause and Solution
  • Reassign, to indicate the ticket requires reassignment to another user. Via the mobile app users can reassign tickets as well

Resolved

Resolved tickets are those where the actions of a ticket have been fully completed but the resolved ticket details have not been reviewed and close. Users via both the mobile and desktop apps, can change the status to Resolved.

  • Via the mobile app, users can set the status to Resolved, the indicate the Cause of the issue and the Solution to repair the issue.
  • Users of the mobile app do not have access to change the status to Closed, this would typically be done by a manager, supervisor or other user after reviewing the ticket details 

Closed

Closed tickets are those where all tasks have been completed, and the Resolved ticket has been reviewed and a user has changed the status to Closed.

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