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.

When looking at the complete functionality of your digital twin, not only can users create tickets to further investigate or repair issues with pieces of equipment that may have been reported by other users or building tenants, they can also monitor Insights to watch for potential issues and create new tickets directly from an insight as well.


Navigating to Tickets

Users can access the tickets from the main menu, the site view of the building dashboard, and from both the new and classic explorer areas of the platform; however the tickets displayed in these areas will vary slightly

  • From the main Tickets area
    • Users can see all tickets (no matter the status) from the site(s) the user has access to
  • From the Site View of the Building Dashboard
    • Users can see only open tickets for the selected site
  • From the New Explorer
    • Users can see the open and historical tickets for the searched and selected asset
  • From the Classic Explorer
    • Users can see the open and historical tickets for the searched and selected asset

For the purpose of this article, we will focus on accessing tickets from the main ticketing area of the platform. To access this area:

  1. Click the main menu button Menu_button.PNG
  2. Click Tickets

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

  • Standard tickets
    • Are tickets created on demand when work is required
  • Scheduled tickets
    • Are automatically generated on a recurring schedule, typically for preventative maintenance on critical pieces of equipment
  • Schedules
    • Is the area where new ticket schedules are created and where users can review both active and archived schedules
      • Note: this area is only accessible by users with Portfolio or Site Admin privileges


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

Within both the standard and scheduled ticket areas users can open and review the details of all open, in progress, and closed tickets for the site(s) the user has access to, by default the list will display the tickets from the user's default (or favorite) site. Depending on the permissions enabled for the user, how they view these tickets can vary slightly.

  • For Users who do not have Portfolio access, but do have access to more than 1 site
    • View the tickets for each site individually by selecting the site from the building drop-down field at the top of the screen
  • Users with Portfolio access have the option to view tickets across all sites or by individual site
    • To view all tickets for all sites
      • From the building drop-down, select the All Sites option
        • The list of tickets below will display those from all sites, with a Site column indicating the site the ticket was created for 
    • To view tickets for individual sites
      • Select the site from the building drop-down field at the top of the screen

If needed, these lists can be filtered and sorted as well, filter options include Priority, Source, and Category while sorting the lists can be done by clicking on any of the column headers in the table. Users that have access to more than 1 site and have enabled the all sites view described above will also see a Site filter option as well. 

The information that can be added to a ticket can included all of the important information an operations team might need to complete the work they are being assigned to, this can include:

  • The piece of equipment that requires repair and its location
  • Priority of the ticket
  • Descriptions of the issue or work required
  • Supporting image attachments
  • Who requested the work to be completed

Via the Command mobile application, users in the field can review the details of tickets assigned to them, search assets and review important asset information, and update the ticket information in terms of the ticket status and adding information on what work was completed or may be outstanding still.

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 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 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 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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