Scheduled Tickets

Overview

The Scheduled tickets feature allows teams to stay on top of the performance and operation of building equipment by automating the ticket creation process for the recurring preventative maintenance of critical pieces of equipment.

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 the main Tickets tab of WillowTwin™ platforms that have this feature enabled will see three buttons just below the main menu bar at the top of the screen, Standard Tickets, Scheduled Tickets and Schedules

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Scheduled Tickets allows users to see the list of all Open, Resolved and Closed tickets. From these lists, users will be able to review and update the ticket details and progress the ticket through its lifecycle from Open to Closed, this will be discussed in more detail below.

Schedules is where users will go to review the current and archived schedules that have been created and can create new ticket schedules when needed. 

Schedules

Creating New Schedules

When recurring preventative maintenance is required for one more assets within your digital twin, new schedules can be created to automate the ticket creation on the schedule that best fits your operations. The details captured when creating a scheduled ticket are the same as those seen with standard tickets, but also include the ability to add one or more tasks, a feature that can be beneficial when creating tickets that may included more than 1 asset.

To create a new Schedule:

  1. If not already in the Tickets area, click the menu button in the top left corner, then click Command
  2. Click the Tickets tab, then click Schedules
  3. Click New Schedule near the top right corner
  4. In the window that opens, complete the form, noting the * indicates required fields
    1. Reoccurrence - select the most appropriate New_Schedule.PNG option from the list
    2. Start Date* - select a start date for the first ticket
    3. End Date (optional) - select an end date
    4. Overdue threshold - select the most appropriate to set a maximum due date threshold
    5. Add Asset - click the button, in the window that opens use the Search, Floor and Category fields to find the asset(s) to included in the ticket, this is required
      1. Click the Add button to the right of the Asset to select
    6. Priority - select the most appropriate ticket priority
    7. Status - by default will be set to Open
    8. Assignee - if known, select a User or Workgroup to assign the ticket to
    9. Summary* - this is the title of the ticket
    10. Category - select the most appropriate category value
    11. Description* - enter a detailed description of the work required
    12. Task Type - select from either Checkbox or Numeric, this will determine the information required for the description
    13. Task Description - enter a description of the task based on the type selection
      1. Checkbox
        1. Description* - enter a description of the checkbox task (this is required)
      2. Numeric -
        1. Description* - enter a description of the numeric value being recorded.
        2. Unit* - is used to identify the unit value of what is being recorded, eg: PSI, litres, Watts, etc.
        3. Decimals* - enter to how many decimal points the numeric value needs to be recorded to
        4. Min - enter a value to identify a minimum threshold value of what is being recorded
        5. Max - enter a value to identify a maximum threshold value of what is being recorded
    14. Additional Tasks - click the '+' to the right to add more tasks, repeat steps 12 and 13 for additional tasks as needed
    15. Requestor* - search for and select the Requestor for the ticket
    16. Contact Number* - this will auto-populate based on the requestor, but can be edited if needed
    17. Contact Email* - this will auto-populate based on the requestor, but can be edited if needed
    18. Company - this will auto-populate based on the requestor, but can be edited if needed
    19. Click Save to complete the creation of the new schedule

Once a schedule has been created, it will be listed on the Active tab of the Schedules area. From here, users can see:

  • The name of the schedule
  • Asset(s) the ticket was created for
  • Next ticket date
  • Recurrence
  • Assigned to
  • Start date
  • Created date
  • Last updated date

Schedules_1.PNG

Editing & Deleting Schedules

Modifications can be made to existing schedules at any time, from the list of schedules on the Active tab, find the schedule, then:

  1. Click the 3-dots on the far right side of the schedule row
  2. Click Schedule Settings
  3. In the window that opens, make the necessary adjustments to the fields referenced in the Creating New Schedules section of this article
  4. Click Update Schedule in the top right corner to save any changes

Deleting a schedule that is no longer required is also possible, to this, again find the schedule from the list on the Active tab, then:

  1. Click the 3-dots on the far right side of the schedule row
  2. Click Archive Settings

The schedule will then transition to the Archived tab where it can be accessed for historical purposes. Clicking on a schedule from this list will open a window on the right where the schedule details can be reviewed, just note you cannot re-activate an archived schedule.

Scheduled Tickets

The Scheduled Tickets area of the main Tickets tab is where users can see and track the progress of Open tickets, and review the details for any Resolved and Closed tickets that were created via a schedule. While open tickets will typically be updated by users in the field via the mobile app, from the desktop app, tickets can also be edited and updated if needed as well.

Scheduled_Tickets_1.PNG

From the Open tab, users can track the status and progress of all open tickets, whereas the Resolved tab will display the list of tickets that have been completed, but not yet Closed; as users of the mobile app cannot close a ticket. The Closed tab displays the list of tickets which have been fully completed; tickets can be opened for review purposes from here, but not re-opened for additional work.

Depending on the number of tickets in each area, users to have options on the left side of the screen to search for specific tickets as well as filter the tickets by Priority and Source. Additionally, the tickets can also be sorted by clicking the column headings of the lists. 

Working Tickets (via the mobile app)

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Once a scheduled ticket has been assigned to a user it will be accessible by the user from the Command mobile application. From here, users can review the tasks and details entered on the ticket (as described above), at the bottom of the ticket, the user will see two options: Accept or Reject

  • Accepting a ticket will transition the ticket status to In Progress and the user can continue with the actions required as per the ticket
  • Rejecting a ticket will prompt the user to enter a Reason for rejecting the ticket (this is required) and transition the ticket to the Reassign status, as well as set the Assignee field of the ticket back to Unassigned. This will also remove the ticket from the users list within the mobile app. 

Accepted Tickets

While a ticket is in the In Progress status, users have the opportunity to tap on each of the assigned Tasks to indicate they have been completed. This could be tapping a checkbox to indicate completion and/or recording a numerical value as per the task description. Also, users can add Comments (up to 500 characters at a time) updating their progress or adding any relevant notes.

Users of the desktop app also have the ability to edit a scheduled ticket to update the task completion and enter comments on the ticket, once saved these would be visible to the mobile app user as well.

Within the mobile app, at the bottom of the ticket, users will see a drop-down field with an option to transition the ticket to Resolved; select this option when all of the required work is complete. When a user taps Resolved, they will be prompted to enter any relevant Notes (this is required) and have the option to upload any attachments or images. 

      • Within the mobile app users do not have the ability to close a ticket, typically resolved tickets are reviewed by a manager or supervisor prior to it being closed

Mobile_2.PNG

Closing Tickets (via the desktop app)

When a user of the mobile app resolves a ticket, this will transition the ticket status to Resolved and move the ticket to the list under the Resolved tab. From here users who are typically managers or supervisors can review the tickets, including the Cause, Solution and any Comments that may have been entered.

After review, the user can manually change the status of the ticket to Closed unless they determine more work may be required, in which case they could select the most appropriate from the list.

To Close a Ticket:

  1. Click the Resolved tab
  2. Click on the ticket from the list
  3. In the window that opens, review the ticket details
  4. In the Status field, change the value to Closed
    1. If additional work is still required, change the status to In Progress or Open and update the Assignee if required
  5. Click Save 
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