Submitting a Ticket
What is a Ticket?
Tickets (sometimes called Actions) are workflows which follow a series of stages, where each stage requires one or more users to progress / advance the ticket to the next stage. A ticket can be thought of as a task that which requires action from one or more people. This task could represent actual work that needs to be done, it could be something that needs to be checked or approved, or it could simply be information that needs to be conveyed and sighted by certain people. Because tickets require a response from people, they are useful for ensuring that tasks or information is conveyed in a way that is traceable and verifiable.
Tickets can also be configured with a checklist attached, this allows more detailed information to be captured and logged with the ticket. This contrasts with checklists completed through a schedule or as a separate, one-off form.
How do I submit a Ticket?
There are two ways to submit a Ticket:
- Via the Ticket tab
- Via the Checklist. There are certain questions in the Checklist which will automatically create a Ticket based on the answer to the question
Submitting a Ticket via the Ticket tab
When you log in, the Dashboard will be displayed. On the Dashboard, you will see the Checklist tab and the Tickets tab. The Dashboard will default to the Checklists Tab (pink line). To change to the Tickets tab, click on 'TICKETS' and a list will appear of all of the Tickets that are assigned to you, which is named 'My Tickets' with the number of open tickets appearing as a number inside of a pink circle.
To raise a Ticket, click on the Plus (New) icon which appears at the bottom of the screen of any page when you log in.
It will open a pop up box with options of what 'New' addition you would like to make:
- Checklist
- Ticket
- Note
- Incident
Click on 'Ticket.' Choose whether you would like to raise a ticket for the 'Center' or a 'Room' and choose which Center or Room from the dropdown list. Click on 'CANCEL' to go back or 'CREATE TICKET' to proceed.
The top of the next page will show that it is a New Ticket and the name of the center that the ticket is referring to. The vertical three dots on the right hand side will enable you to reassign the ticket to any stage during the ticket progression. The Ticket Details are displayed underneath.
When creating a new Ticket, the following fields are required:
- Category
- This determines the people who will have roles in the workflow, as well as which of these users are notified at each stage.
- Some categories may have a checklist template attached to them
- Priority (depending on the Settings, this may affect the Due Date)
- Due Date (depending on the Settings, this may be determined by the Priority)
- Subject
- Content/Body
Photos are able to be added as well, which can be taken directly from your device or uploaded from a Gallery. Today's date, a 'Medium' priority level and additional email(s) will automatically populate. Click on the '+' to add additional email addresses.
When you have filled in the details, click on the 'SUBMIT' button on the top right of the page. If you have further information to complete, click on the back arrow on the top left of the page and it will save it to your Drafts.
If there is any information that is missing when you submit the ticket, a pop up box will appear asking you to fill the information in. Once the information is filled in and submitted again, a pop up box will appear advising that the ticket is being submitted and the text within the pop up box will change to advise that the ticket has been submitted successfully. You can then click on the 'CONTINUE EDITING' button or 'EXIT' button.
A pink pop up box will appear advising that you have a new ticket and when you click on the 'Tickets' tab, it will appear at the top of the list.
Submitting a Ticket via the Checklist
Some questions in the Checklist are linked to a new ticket. You can raise an ad hoc ticket here as well by clicking on the three vertical dots on the right hand side of the page.
Tickets associated with a Checklist question
Some questions in the Checklist are linked to a new ticket due to a compliance requirement or for Health & Safety reasons.
A New Ticket will appear with the 'Category Type', 'Due Date' and 'Subject' pre populated with the Priority setting set to 'High' and some of these fields may be pre-populated.
When you have filled in the details, click on the 'SUBMIT' button on the top right of the page. A pop up box will appear advising that the ticket is being submitted and the text within the pop up box will change to advise that the ticket has been submitted successfully. You can then click on the 'CONTINUE EDITING' button or 'EXIT' button. A pink pop up box will appear advising that you have a new ticket and when you click on the 'Tickets' tab, it will appear at the top of the list.
Raising an ad hoc Ticket from the Checklist
To the right of the name of the checklist, you will see three vertical dots. When you click on the dots to open it will display three options:
- Create Ticket
- Show Tickets
- Reassign Checklist
Click on 'Create Ticket' and it will take you to the New Ticket where you can fill out the details.
Drafts
If you haven't finished filling in the details or you go offline, you can save them to your Drafts folder and complete it at a later date. If you are working offline, there will be a diagonal line through the cloud icon at the top of the page. If you try and submit the ticket, an error message will pop up and it will save the ticket into 'Drafts.' You are able to go into the ticket and submit it once you are back online. When you click on 'DRAFTS' in the top section, you will be able to view all Drafts, which are under three titles (if you have them): 'Drafts Unsubmitted Checklists,' 'Drafts Unsubmitted Tickets' and 'Drafts Unsubmitted Incidents.' Click on the draft that you would like to complete and it will open for you to finish and submit. To delete the draft, click on the rubbish bin icon on the right of the page.
When you have submitted the ticket from the Drafts folder, it will remove the ticket from the Drafts folder and add it to the top of the "My Tickets' tab.
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