Creating New Tickets
Creating New Tickets
Homepage > Raise Ticket
Bell Icon > Pending Tickets > New ticket
A ticket is raised when user faces an issue with the asset due to which the working of asset halts or problems occur. 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 the user requirements.
A new screen opens up:
Fill the form fields to create a new ticket.
FIELD NAME | DESCRIPTION | MANDATORY | VALIDATION |
Asset | Select the asset from the Drop-down as per Location and Category | Both | A user can also make it a mandatory field through system configuration. |
Ticket Type | Select Ticket Type from the Drop-down or Ticket Type will map according to the asset category | Yes |
|
User Group | Select User Group from the Drop-down or it will be mapped according to the asset’s Category, Location and Ticket Type | Yes |
|
Reported By | Here name of the user who is raising the ticket appears. e.g. in case of Employee, the person name will automatically be mapped here according to the login details. And in case of Admin all users will be visible only for the selected location which are assigned to the Admin and in case of Owner all users will be visible in Drop-down. | Yes | A user can also disable the field, then no one can change 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 the future date |
Asset Location | Select the asset location from the Drop-down or it will be automatically mapped according to user roles and permission | Yes | A User can also make it a default field where the user primary location or the asset location will come automatically through system configuration |
Assignee | Select the 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 the Assignee field | No | A user can also disable the field, then 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 the priority from the Drop-down or it will automatically be mapped according to Ticket Type, Location and asset Category | Yes |
|
Description | It is an open text field. User can describe the issue e.g. the assignee can describe the issue for holding the ticket etc. | No | A 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 |
|
Additional Information | View all the custom fields under the ticket form | No |
|
Email CC | Add users to be notified other than the users included in the ticket | No |
|
Notify Reported By | If a user wants the notification to be sent to Reported By, they can mark in the check box. Otherwise they can leave it unmarked. | No | As a default configuration, it comes with a check in the check box |
(To know more about Ticket Type, User Group, Asset Location, Priority click on...)
If a user wants to specifically assign a ticket to a user, they can choose assignee in Raise Ticket or if the ticket is already made and was not assigned to anyone, they can simply update the ticket in Pending Tickets by assigning a user in Assignee field and save it. Then the assigned user can view the ticket in Bell Icon > Pending Tickets.
Managing Notifications
From here, the user can get to know how the notification works for ticketing. And there are basically four types on which notification works:
If there is no assignee assigned at the time of raising the ticket, then the created ticket will be reflected under Open Tickets and mail will be sent to all user group (keeping all the user in TO). Another email will be sent to the reported person.
If a group head is assigned in Manage Ticket, then the created ticket will be reflected under Open Tickets and mail will be sent to Group Head including all user group in CC. Another email will be sent to the reported person.
If an assignee is assigned as well as group head is there at the time of raising the ticket, then the created ticket will be reflected under Assigned Tickets and mail will be sent to assignee and group head including all user group in CC. Another email will be sent to the reported person.
If an assignee is assigned at the time of raising the ticket, then the created ticket will be reflected under Assigned Tickets 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 notification from other source as explained below:
SMS: If a user wants the notification to be sent through SMS , this can also be configured through the application.
Push Notification: If the user wants push notifications, this can also be configure through the application.
If a user raising the ticket does not want to get ticket email notification, then they can uncheck Notify Reported By option in the Raise Ticket screen.
System Configuration
A user can also do some configuration for the ticket Module which are explained below:
Sub Ticket type - User can hide or show the sub ticket type from ticket type.
Ticket Asset Code - A user can make asset code mandatory or not mandatory.
Ticket Check In - A user can hide or show the check in from ticket.
Assignee and Reported by - A user can do some configuration and make the Assignee and Reported by to be same or different
Ticket Reopen – User can edit the image and add remarks under this configuration
Child Ticket Type Mandatory - A user can make the child ticket type to be mandatory or not mandatory.
Ticket Default Location - User can also make it a default field where the user primary location or the asset location will automatically bind in Location column. If the user primary location is not given, then it will bind according to the role and permissions.
Ticket Reopen All – User can make the ticket Reopen in the application to be allowed or not allowed.
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