Creating Tickets

The ability to create tickets within the WillowTwin™ for Rail platform allows for organizations to ensure the assets along the network are inspected, repaired or replaced when issues arise. This helps maintain a healthy rail network and minimize any potential down-time which can negatively impact operations.

Platform users can identify the location and details regarding potential issues, assign workgroups and track the completion of the work all from the web application, while users in the field can use the mobile app to review and update the ticket details as they are working on the repairs, in real-time. 

To Create a Ticket

1. Click the New Ticket button
2. In the New Ticket window that opens, enter as much detail as possible, noting the required fields for ticket creation
   1. Reported (required)
      1. Name of the person who reported the incident/issue
   2. Company
      1. Name of the company the reported by person works for, if applicable
   3. Phone (required)
      1. Phone number of the reported by person
   4. FO Engineer (required)
      1. Name of the engineer creating the ticket
   5. Contract
      1. The contract or network the ticket applies to, this will default to the network selected in network selector drop-down field in the main menu bar
   6. Asset (required)
      1. Search for and select the asset that requires inspection, repair or replacement
         1. Geocode - will auto-populate based on the asset selected
         2. Description - will auto-populate based on the asset selected
         3. KM Location - will auto-populate based on the asset selected
   7. Incident Report (required)
      1. Enter a concise description of the incident and work that is required to correct the issue
   8. Priority (required)
      1. Select the most appropriate priority for the ticket
         1. Urgent (2 hours)
         2. Immediate (4 hours)
         3. Within 23 hours
         4. Within 7 days
         5. Negotiated Time
         6. Low Priority
   9. Effect on availability? (required)
      
      1. Identify if there will be an effect on operational availability
         1. Yes
         2. No
   10. Access Point (required)
       1. Identify the closest access point to the location of the asset, to select:
          1. Zoom in on the map, the GIS Layers > Ticketing > Access points layer should automatically enable as you zoom in, if not click the eyeball icon to turn this GIS layer on
          2. On the map, click on the access point to select it for the ticket
   11. Access Notes
       1. Enter any applicable notes or details regarding the access point and how the selected workgroup will be accessing the area
   12. Workgroup
       1. Identify the workgroup that will be responsible for completing the ticket. This can be selected in one of two ways
          1. Click the drop-down and select the workgroup
          2. Zoom in/out on the map to see the closest workgroup, then click on the workgroup in the map to select
   13. ETA
       1. Identify the estimated time of arrival (in minutes) for the workgroup to arrive at the asset location
   14. ETR
       1. Identify the estimated time to resolve the issue (in minutes)
   15. External No.
       1. If there is an external ticket or reference number that should be identifies more detail or the source of the issue, enter it in this field
3. Click Save to complete the ticket creation

Once created, the current ticket status and basic ticket details will be visible in the map panel, the status can be expanded to track completion. As well, a menu bar will appear just above the map which allows users to review more information associated with the ticket and asset by clicking on the various tabs

• Aerial
• Repair
• Change Log
• Overview
• Properties
• POSS
• Orders
• History
• Notifications

Note: the ticket panel was minimized in the image above