Standard Tickets

Overview

Standard Tickets are a great way for teams to quickly assign important actions and tasks related to the assets within your building. These are created on an as needed basis with all of the details users might need to understand where and what may be required for possible repairs.

Via the Command mobile app, users can review the ticket details, add comments and progress the ticket through a number of lifecycle statuses you'll learn more about below.  

Creating Tickets

Tickets can be created from a few places within the WillowTwin™ platform, this includes the main Tickets tab, seen in the top center of the menu bar from the Command area of the platform, and from an Insight. The data entry required for the creation of a ticket is the same, no matter where the ticket is created from, for the purpose of this article we will focus on tickets created from the main Tickets tab.

  1. Click the main menu button in the top left corner
  2. Click Command
  3. Click the Tickets tab in the menu bar at the top of the screen
  4. Depending on your configuration, you may see 3 buttons just below the menu bar for accessing Standard Tickets, Scheduled Tickets and Schedules. If so, click Standard Tickets, otherwise proceed to the next step Ticket_options.png
  5. Click New Ticket, near the top right corner of the window
  6. In the window that opens, at a minimum complete the data entry for all required fields (as indicated with a '*'). Below explains all of the data entry fields that can be completed:Ticket_Details_2.PNG
    1. Due Date - set an optional due date
    2. Floor - select the floor where the asset is located 
    3. Asset - search for and select the asset to be repaired
    4. Priority - select the most appropriate priority for the repair, default is Medium
    5. Status - by default will be set to Open, users can transition the status based on their interaction with the ticket
    6. Asignee - select the person or group who should complete the ticket; values are pulled from the list of Site Users and Workgroups (from the Admin area of the platform)
    7. Summary* - enter a title for the ticket, for quick identification by the user
    8. Category - select the most appropriate category for the ticket
    9. Description* - enter a detailed description of the scope of work or what the assignee should be doing
    10. Attachments - upload any relevant image files (.jpg or .png) to support the user in their completion of the ticket
    11. Requestor* - search for and select the requestor, values are pulled from the list of Site Requestors and Users (from the Admin area of the platform)
    12. Contact Number* - will auto-populate based on the selected requestor/user, this can be edited if needed
    13. Contact Email* - will auto-populate based on the selected requestor/user, this can be edited if needed
    14. Company - will auto-populate based on the selected requestor/user, this can be edited if needed
  7. Click Save to complete the creation of the ticket

Working Tickets (via the mobile app)

Mobile_-_Accept-Reject.PNG

Once a 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 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 and transition the ticket status to Reassign, 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 add Comments (up to 500 characters at a time) updating their progress or adding any relevant notes. If users of the desktop app enter and save comments on the ticket, 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 3 options for transitioning the ticket: Partially Fixed, Resolved and Reassign

  • Partially Fixed
    • This should be selected when the work is only partially fixed. Selecting this option will prompt the user to enter a Cause and Solution, once saved this will transition the ticket to the Limited Availability status. Tickets in this status are still listed on the Open tickets tab
  • Resolved
    • Select this option when all of the required work is complete. When this option is selected the user will be prompted to enter a Cause and Solution for the issue the ticket was created for.
      • 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.
  • Reassign
    • Select this option to reassign the ticket to another user. A Reassign To field will appear where another user or workgroup could be selected; the ticket status will remain as In Progress

Mobile_-_In_Progress_-_Next_Status_2.png

Closing Tickets (via the desktop app)

When a user of the mobile app has Resolved the ticket, this will transition the ticket to the Resolved status 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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