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Ticket Overview

Tickets are the core of GoTrakker and the main feature used to track the issues affecting your organization. Tickets come in 5 default types, with each consisting of a specific collection of fields and built for a particular use case. Tickets track the time spent on various issues and tasks within your organization and provide you with automated reporting and notification abilities.

During ticket creation, trakker users can select to send ticket notifications via email to users who are associated with the ticket and it’s objects from GoTrakker teams, and companies. Ticket creators can also manually add additional emails to the ticket notification list, to allow contacts without trakker accounts to receive updates as well.

Required Permissions
Permission Type Permission Name
Teams View/Edit Tickets
Team Ticket Access

The available customers, and organizational structure elements that are populated during ticket creation are ultimately managed through a user's teams and their team's associated ticket tccess.

Ticket Types

Task

Used for fairly simple issues or tasks that need to be accomplished and recorded but require no research or analysis. These are generally items that are well known and documented, occur frequently or can be considered routine.

Event

Used for non-recurring issues or tasks that occur but only require brief research or analysis.

Problem

Used for issues that are complex or difficult, have previously occurred, or are related to previously open or resolved tickets and typically require data collection and involved analysis to solve and report on.

Project

Used to manage a project, or a large body of work which requires mapped out task planning, collaboration from multiple organization members, and task delegation; specifically useful when some tasks may be dependent on the completion of others.


In addition to the general Ticket Information, projects are composed of project settings, a group of assigned resources, project tasks, tasks, and milestone tasks, that can all be scheduled, and marked as complete. Project Tasks can be organized in a hierarchy and marked as dependent on the completion of other project tasks.

Change Management Request

Used to provide users visibility and control over the changes occurring within their organization. After submission, Change Management Requests are delivered to a list of approving users, which must approve or deny the requested change before additional action is taken.


Non-approving users included on this ticket type also receive relevant information via ticket email notification, and are updated when the approval status of the Change Management Request changes.

Ticket Fields

FIELD TASK EVENT PROBLEM PROJECT CMR
Title Req Req Req Req Req
Description Req Req Req Req Req
Date Occurred Req Req Req No No
Customer Req Req Req Req Req
Location Req Req Req Req Req
Area Req Req Req Req Req
Customer Contact Yes Yes Yes No Yes
Contract Req Req Req Req Req
Primary Equipment Yes Yes Yes No Yes
Secondary Equipment Yes Yes Yes No Yes
Activity Yes Yes Yes No Yes
Customer Contact Yes Yes Yes No Yes
Production Impacting Yes Yes Yes No No
Top Issue Yes Yes Yes No No
Root Cause Yes Yes Yes No No
Downtime Minutes Yes Yes Yes No No
Status Req Req Req No Req
Time Spent Req Req Req no Req
Time Spent Off Hours Yes Yes Yes No Yes
Analysis Yes Yes Yes No No
Next Steps Yes Yes Yes No No
Resolution Yes Yes Yes No No
Teams Assigned Req Req Req Req Req
Engineer Assigned Yes Yes Yes No Yes
Attachments Yes Yes Yes No No
Business Impact No No No No Req
Change Steps No No No No Req
Back Out Plan No No No No Req
Planned Start No No No No Req
Planned End No No No No Req

Creating Tickets

Section undergoing Maintenance

Please excuse our progress. We're currently putting together documentation for this feature.

If you require assistance, contact us with the direct chat in the bottom-right corner for support.

Ticket Views

  • User Views

    Displays a sortable table view of all tickets where the user is the Engineer Assigned.

    All Assigned Tickets and Open Assigned Ticket Selections.

  • Team Views

    Displays a sortable table view of all of the user's teams, and the tickets assigned to their teams.

    The unassigned tickets view for each team lists the tickets which are not assigned to a team, but are associated with organizational structure elements which are assigned to that team.

  • Customer Views

    Displays a sortable table view of all of the user's customers, and the tickets assigned to those customers.

Example

Let's create a Task Ticket together.

Section undergoing Maintenance

Please excuse our progress. We're currently putting together documentation for this feature.

If you require assistance, contact us with the direct chat in the bottom-right corner for support.

Since Ticket access is encompassing, and our "Team can be Assigned" access is at the Organization level, this means that "Fox Den Real Estate Invoicing" can be assigned to any Location, or Area within the Fox Den Real Estate Organizational Structure.


We do not want our Magni Glass Support staff to be assigned to any of the tickets within the Maintenance or Administration Areas within the Fox Den Organizational Structure.