How To Create New Ticket in Mobile App l Incident Management

Creating New Ticket in Mobile App

Creating New Ticket in App 

Homescreen > Add Icon > Add Tickets 


A ticket is raised when user faces an issue with the asset due to which the working of asset has stopped or problem has occurred. Asset infinity provides a complete solution for breakdown maintenance. An organization can manage such breakdowns by raising tickets and assigning tasks to the specific group of people by sending them notifications and tracking the process. 

A user can raise a ticket in two ways with assets or without assets depending on user requirements. 


 

 

A new screen opens up: 

 

 

Fill the form fields to create a new ticket. 


 

FIELD NAME 

DESCRIPTION 

MANDATORY 

VALIDATION 

Asset 

User can select the asset from the Drop-down as per Location and Category 

Both 

User can also make it a mandatory field through system configuration 

Ticket Type 

Select the Ticket Type from the Drop-down or the Ticket Type will map according to asset category 

 

Yes 

 

User Group 

Select the user group from the Drop-down or it will be mapped according to the Asset Category, Location, and Ticket Type 

Yes 

 

Reported By 

Here the person name who is raising the ticket will appear. e.g. In case of Employee, the person name will automatically be mapped here according to login details. In case of Admin, all the user will be visible only for the selected location which are assigned to the admin. In case of Owner all users will be visible in Drop-down. 

Yes 

A user can also make the field disabled so that no one can change the Reported By. It will automatically be mapped with user details. All this can be done through system configuration 

Reported Date & Time 

Select the date and time which will be the reporting date and Time for the ticket raised. 

 

Yes 

User can only select present date or past date, not future date 

Asset Location 

User can select Asset Location from the Drop-down or it will be automatically mapped as per user roles and permissions 

Yes 

User can also make it a default field, where the user primary location or the asset location comes automatically through system configuration 

Assignee 

Select Assignee from the Drop-down for the given ticket or if there is any default Assignee under the user group for the given ticket, it will automatically be mapped in Assignee field 

No 

User can also make the field disabled so that no one can change the Assignee. It will automatically be mapped with asset’s category and location, All this can be done through system configuration  

Priority 

Select Priority from the Drop-down or it will automatically be mapped according to the ticket type, location and asset category 

Yes 

 

Description 

It is open text field. User can describe the issue e.g. - the assignee can describe the issue for holding the ticket etc. 

No 

User can also hide the description field through system 

configuration  

Upload Files 

Select the file from the device and upload it in the application while raising the ticket 

No 

 

Email CC 

User can also add users to be notified other than the users included into the ticket 

No 

 

Notify Reported By 

If a user wants the notification to be sent to Reported By, then they can mark the check box. If not neededleave check box unmarked. 

No 

As a default configuration, it comes with a mark in the check box  

 

(If a user want to know more about Ticket Type, User Group, Asset Location, Priority click on...)


In Additional Information tab, a user can view all the custom fields under the ticket form. After filling all required detailssave the ticket by clicking on the Tick option. 

 

Managing Notification

 

From here, user can get to know how the notification works for the ticketing. There are basically four types on which the notification works: 

  1. If there is no assignee assigned at the time of raising the ticket, the created ticket will be reflected under Open Ticket and mail will be sent to all user group (keeping all the user in TO). Another email will be sent to the reported person. 
  1.  If a group head is assigned in Manage Ticketthe created ticket will be reflected under Open Ticket and mail will be sent to group head including all user group in CC. Another email will be sent to the reported person. 
  1.  If an assignee is assigned as well as group head is there at the time of raising the ticket, the created ticket will be reflected under Assigned Ticket and mail will be send to assignee and group head including all user group in CC. Another email will be sent to the reported person. 
  1.  If an assignee is assigned at the time of raising the ticket, the created ticket will be reflected under Assigned Ticket and mail will be sent to assignee including all user group in CC. Another email will be sent to the reported person. 

 

Along with email, user can also get notifications from other sources as explained below: 


  1. SMS: If a user wants the notification to be sent through SMSthis can also be configured through the application. 
  2. Push Notification: If the user wantpush notifications, this can also be configured through the application. 

 

If a user raising the ticket does not want to get ticket email notification, they can uncheck Notify Reported By option in the Raise Ticket screen. 

 


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