Tickets

When a user is assigned a fault (ticket), the web application will show the ticket status as Assigned, and it will appear on the user's device with the following information:

• A map view indicating the location
• The asset the fault is associated with
• An option to hear an audible description of the fault
• Options to accept or reject the fault

Rejecting a Fault

Users may decline a fault for a variety of reasons when a fault has been assigned to them which they cannot complete, tap the X just below the fault description. 

A window will then open where the user must indicate why they are declining the fault, once this has been entered, tap Reject.

Accepting a Fault

Users can accept a fault by tapping the checkmark icon, this will then load a map showing the users current location and the location of the access point closest to the fault (which is identified during ticket creation), along with an estimated time of arrival. 

When a fault has been accepted, the status will in the web application will appear as En Route; once the user has arrived on scene, the status will update to Arrived. This can occur automatically, based on the device's GPS location, or the user can manually tap I've Arrived to indicate this.

Safety Check

Once on scene at the fault location the user will be prompted to indicate if its safe to work. If there are risks present that would prevent the user(s) from beginning the work from commencing, the user can indicate this by tapping the + in the center of the screen, enter a brief description of the risk, then tap Add Risk.

If the area is safe for work to begin, tap Safe to Work at the bottom of the screen; this will then update the ticket status in the web application to Safe to Work.

Fault Diagnosis

Next, the user will be prompted to update the diagnosis of the fault, from this screen users can:

• Update the asset associated with the fault
• Edit or update the reported fault
• Add an estimated time to repair (ETR), in hours and minutes
• Add a before picture (using the camera on their device or by uploading an existing file from their devce)

Once updated, tap Diagnosis Confirmed at the bottom of the screen, this will transition the ticket status in the web application to In-Progress.

Work In-Progress

Once the diagnosis is confirmed, the user will see a timer appear on the screen counting down from the ETR identified for the ticket. If the user requires more information on the asset, they can review the asset details by tapping the file icon on the top of the screen and reviewing any additional data/information associated with the asset. For more information on what information can be seen here, please see the Asset Details section of the Asset Lookup article.

Depending on the situation and the progress of the work being completed, users will be able to select from 3 action options at the bottom of the screen:

• Limited Availability
• Function Restored
• Incident Resolved

Limited Availability

Limited Availability may be selected when the user cannot complete the work or only partially complete the repair and there is a risk present that requires the enabling additional safety measures, such as reducing speed for the asset, which will allow rail operations to continue. When selected, the user will then be prompted to enter:

• Cause Description, select from the values in the drop-down list
• Repair Description, select from the values in the drop-down list (note: Cause Description must be selected first)
• Repair Comments, enter a description of the repair that was required
• General Comments, enter any additional comments that may be relevant
• Upload After Picture, take a photo with the device camera or upload from an existing file on the device

Once updated, tap Save, at the bottom of the screen. The fault will remain in the In-Progress status in the mobile app, while users of the web application will see the Limited Availability status; the user will be returned to the main map view with the fault appearing as a card at the bottom of the screen.

When work can resume to fix the issue, tapping the card will re-open the fault to the timer screen, where the user can then tap the Limited Availability status indicator at the bottom of the screen to progress the ticket and change the status.

Function Restored

The Function Restored status may be selected when the work required to repair the fault has been partially completed; however, there is no additional risk or safety measures required as described previously with the limited availability status.

When selected, the user will be prompted to enter/update:

• Cause Description, select from the values in the drop-down list
• Repair Description, select from the values in the drop-down list (note: Cause Description must be selected first)
• Repair Comments, enter a description of the repair that was required
• General Comments, enter any additional comments that may be relevant
• Upload After Picture, take a photo with the device camera or upload from an existing file on the device

Once updated, tap Save, at the bottom of the screen. The fault will remain in the In-Progress status in the mobile app, while users of the web application will see the Function Restored status; the user will be returned to the main map view with the fault appearing as a card at the bottom of the screen.

When work can resume to completely fix the issue, tapping the card will re-open the fault to the timer screen, where the user can then tap the Function Restored status indicator at the bottom of the screen to progress the ticket and change the status.

Incident Resolved

The Incident Resolved status should be selected when the work has been fully completed and operations can resume as normal.

When selected, the user will be prompted to enter/update:

• Cause Description, select from the values in the drop-down list
• Repair Description, select from the values in the drop-down list (note: Cause Description must be selected first)
• Repair Comments, enter a description of the repair that was required
• General Comments, enter any additional comments that may be relevant
• Upload After Picture, take a photo with the device camera or upload from an existing file on the device

Once updated, tap Save & Close Fault, the user will then be returned to the main map view and can repeat this above process as any additional faults are assigned to them as well.