Field Tickets

Guide to Field Ticket Management

This guide details the functionalities, processes, and best practices for creating, managing, and resolving field tickets in the system. Field tickets are essential for tracking issues, requests, and resolutions to ensure operational efficiency and client satisfaction.

1. Overview of the Field Tickets Module

The “Field Tickets” module serves as the central hub for managing tickets related to equipment issues, service requests, or other operational tasks. Below are the key components of the interface:

• Total Tickets: Displays the cumulative number of tickets logged in the system, offering a quick overview of the workload.
• Closed Tickets: Reflects the number of tickets successfully resolved and closed.
• Open Tickets: Indicates the tickets actively being worked on or requiring immediate attention.
• Pending Tickets: Shows tickets that are waiting for additional input or action from team members or clients.
• Resolved Tickets: Tracks the number of tickets that have been resolved but may still require final review before closure.
• Filters: Refine ticket views using various criteria, such as:
  • Duration: View tickets logged within a specific time frame.
  • Date: Filter tickets by their creation or last updated date.
  • Status: Filter tickets based on their current status, such as Open, Closed, or Pending.
  • Requester: Identify tickets logged by specific employees or clients.
• Create Ticket: A button to initiate the creation of a new ticket to log a request or issue.
• Ticket Form: Provides access to customizable templates for streamlined ticket creation.
• Export: Allows exporting ticket data into reports for analysis, record-keeping, or client presentations.
• Ticket Table: Displays a detailed list of tickets with the following columns:
  • Ticket #: A unique identifier for each ticket.
  • Ticket Subject: A brief description of the issue or request.
  • Requester Name: The person or entity that created the ticket.
  • Requested On: The date and time the ticket was submitted.
  • Status: Indicates the progress of the ticket, such as Open, Closed, or Resolved.
  • Priority: Highlights the urgency level (e.g., Low, Medium, High) to help prioritize tasks effectively.

2. How to Create a New Ticket

Creating a ticket is the first step in addressing any issue or request. Follow the steps below to create a new ticket:

1. Navigate to the “Tickets” module and click on the Create Ticket button.
2. Fill out the “Ticket Details” form with the following information:
   • Requester: Select whether the ticket is raised by a Client or an Employee.
   • Requester Name: Choose the individual logging the ticket from the dropdown menu.
   • Assign Group: Specify the group responsible for handling the ticket (e.g., Support, Operations).
   • Agent: Optionally assign an agent to oversee the ticket.
   • Project: Link the ticket to a relevant project to provide context.
   • Type: Select the category of the ticket (e.g., Problem, Task, Request).
   • Ticket Subject: Enter a concise and descriptive title for the issue.
   • Description: Provide a detailed explanation of the issue, including any relevant background information or steps to replicate the problem.
   • Attachments: Upload supporting files, such as images, documents, or logs, to provide additional context.
3. Click Save to log the ticket or Cancel to discard the changes.

3. Managing Existing Tickets

Once tickets are logged, they can be managed and updated using the following actions:

• View Ticket Details: Click on a ticket to open its detailed view. This screen shows the ticket’s history, current status, and associated notes.
• Update Ticket: Modify ticket attributes, such as priority, assigned group, or agent. You can also add comments or upload additional files.
• Reply to Tickets: Use the reply feature to communicate with the requester or team members about the ticket’s progress.
• Close Tickets: Mark tickets as resolved once the issue has been addressed. Ensure to add a final note summarizing the resolution.
• Delete Tickets: Remove tickets that are no longer relevant or were created in error.
• Track Activity: Review the activity log to monitor updates, responses, and changes to the ticket.

4. Best Practices for Ticket Management

To ensure efficient ticket handling and resolution, adhere to the following best practices:

• Provide Detailed Information: Include all necessary details when creating a ticket to minimize back-and-forth communication.
• Assign Proper Priorities: Clearly define the urgency of each ticket to ensure critical issues are addressed promptly.
• Monitor Progress: Regularly review the status of open tickets and take necessary actions to move them toward resolution.
• Use Templates: Leverage predefined templates for repetitive ticket types to save time and maintain consistency.
• Communicate Effectively: Use the reply feature to keep stakeholders informed about ticket progress and next steps.
• Close Tickets Promptly: Mark tickets as closed only when the issue is fully resolved, and add a summary for future reference.

5. FAQs

Q: What should I do if I cannot assign a ticket to a group?

A: Ensure that the group is configured in the system and has the necessary permissions to handle tickets.

Q: Can I reassign a ticket to another agent?

A: Yes, you can update the agent field in the ticket details screen to reassign it to a different person.