Working with Tickets

As mentioned in the Mobile App Overview article, users of the mobile app will have access to view and possibly resolve all tickets assigned to them or to the workgroup they belong to. While in the field, front-line workers can not just complete the work required, but also document their progress and transition the ticket status through to the issue resolution. 

Your WillowTwin™ platform may include both Standard Tickets and Scheduled Tickets, both of which are accessible for your users via the mobile app.

• Standard Tickets
  • Are created on demand to resolve issues that may discovered at any time
• Scheduled Tickets
  • Are created for completing regular and recurring preventative maintenance 

Standard Tickets

Once logged into the mobile app, the first screen most users will see will be a list of the Open Standard tickets that have been assigned to them or their workgroup, users can also view their Resolved and Closed tickets by tapping the associated tab at the top of the screen. To ensure you are viewing Standard tickets, click the menu button in the top left, then select Standard Tickets.

At a glance, users will quickly be able to see the Date the ticket was created, the Summary (or title) of the ticket, the Asset it was created for and the current status of ticket. By default, tickets will be sorted by Priority, then by Date, priority can be viewed by tapping a ticket and reviewing the details, but also by the color-coded indicator on the left side of the ticket card when viewing the list.

• Red - Urgent
• Orange - High
• Yellow - Medium
• Teal - Low

Larger lists of tickets can also be filtered by ticket status, this includes:

• Open
• In Progress
• Partially Fixed
• Reassign

Resolving a Ticket

Tapping on a ticket from this list will display the details entered by the user who created the ticket, this can include the brief details mentioned above as well as a more detailed description of the work required, and who made the request. Scrolling down to 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. 

Again, 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

As mentioned, mobile users cannot close a ticket, however, once resolved the ticket will move from the Open tab to the Resolved tab, and can still be viewed if needed. Typically, resolved tickets are reviewed and the work reviewed by a manager or supervisor, who will then change the ticket status to Closed, to complete the ticket. User can view any tickets that were assigned to them that have been closed on the Closed tab.

Scheduled Tickets

Unlike standard tickets which are created on-demand, scheduled tickets are automatically created on a regular schedule, typically for the ongoing preventative maintenance for critical pieces of equipment. Users can access scheduled tickets by clicking the menu button in the top left, then tap Scheduled Tickets.

At a glance, users will quickly be able to see the summary (or title) of the ticket, the asset it was created for, current ticket status, number of tasks (and tasks completed), and due date. By default, tickets will be sorted by Priority, then by Date, priority can be viewed by tapping a ticket and reviewing the details, but also by the color-coded indicator on the left side of the ticket card when viewing the list.

• Red - Urgent
• Orange - High
• Yellow - Medium
• Teal - Low

Larger lists of tickets can also be filtered by ticket status, this includes:

• Open
• In Progress
• Reassign

Resolving a Ticket

Tapping on a ticket from this list will display the details entered by the user who created the ticket, this will include the task(s) required for completing the ticket, as well as a more detailed description of the work required, and who made the request. Scrolling down to 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 the item is complete and/or recording a numerical value as per the task description. Also, user can add Comments (up to 500 characters at a time) updating their progress or adding any relevant notes.

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 selected, the user will then 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

As mentioned, mobile users cannot close a ticket, however, once resolved the ticket will move from the Open tab to the Resolved tab, and can still be viewed if needed. Typically, resolved tickets are reviewed and the work reviewed by a manager or supervisor, who will then change the ticket status to Closed, to complete the ticket. User can view any tickets that were assigned to them that have been closed on the Closed tab.