Event Tickets are used for non-recurring issues or tasks that occur but only require brief research or analysis. These are generally items that are easily solved, occur infrequently but are useful to document in case they re-appear or affect future operations.

Required Permissions

Permission Type	Permission Name
Teams	View/Edit Tickets

Learn more about Permissions

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.

Learn more about Team Ticket Access

Field	Type	Definition	Required
Title	VARCHAR(160)	A brief title for the [Ticket], which should be unique and descriptive enough for users to recognize and understand the core purpose of the [Ticket] as a glance.	Yes
Description	VARCHAR(160)	An In-depth description about the [Ticket], what caused the [Ticket], or why the [Ticket] was created.	Yes
Date Occurred	TIMESTAMP	The time and date the [Task] is scheduled; the time and date the [Event] or [Problem occurred]; or the time and date the [Project] or [CMR] is scheduled to begin.	Yes
Customer	ADMIN DEFINED DROPDOWN Admin Pages > Customers	The [Customer] the [Ticket] is created for. The [Ticket] will use this [Customer]’s [Organizational Structure] to populate [Customer Contact], [Location], [Area], [Equipment] and [Activity] dropdown selections.	Yes
Location	ADMIN DEFINED DROPDOWN Admin Pages > Customers > Locations	The particular place within the [Customer]’s [Organizational Structure] where the [Ticket] is associated. Can optionally include an Address, City, State, and Zip Code. This is generally the highest encompassing level on a particular site.	Yes
Area	ADMIN DEFINED DROPDOWN Admin Pages > Customers > Locations > Areas	The specific place within a [Location] of a [Customer]’s [Organizational Structure] where the [Ticket] is associated.	Yes
Customer Contact	ADMIN DEFINED DROPDOWN Admin Pages > Customers > Customer Contacts	The [Customer Contact] within the [Customer]’s [Organizational Structure], which submitted the [Ticket] or the [Ticket] pertains to. This [Customer Contact] will be included on the [Ticket]’s [Email Notification List].	No
Contract	ADMIN DEFINED DROPDOWN Admin Pages > Customers > Contracts	The [Contract] created for the [Customer] which help’s the [Supporting Company] categorize and track the [Time Spent] and [Cost] associated with the [Ticket].	Yes
Equipment Type	ADMIN DEFINED CATEGORY Admin Pages > Assets > Equipment Types	The category of [Equipment] that the [Affected Equipment] for this [Ticket] belongs to. Used to envelope large lists of possible [Equipment] into more manageable lists, while also providing insight into which [Equipment Types] are causing a [Customer] the most [Issues] or have the highest associated [Cost].	No
Manufacturer	ADMIN DEFINED CATEGORY Admin Pages > Assets > Manufacturers	The [Manufacturer] of the selected associated [Equipment]. Can be used to filter out [Equipment] by [Manufacturer] during [Equipment] selection.	No
Primary Equipment	ADMIN DEFINED MULTI-SELECT Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Equipment	The main piece of [Equipment] for which the [Ticket] was created. If there are multiple pieces of [Equipment], the [Primary Equipment] should be the piece which is most directly related to the goal or issues described within the [Ticket]. There may be only one piece of [Primary Equipment].	No
Secondary Equipment	ADMIN DEFINED MULTI-SELECT Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Equipment	[Equipment] that is important in the completion of, or involved in an [Issue] for which, the [Ticket] that was created, but is not the [Primary Equipment]. There may be multiple pieces of [Related Equipment].	No
Activity	ADMIN DEFINED DROPDOWN Admin Pages > Assets > Equipment Admin Pages > Customers > Locations > Areas > Activities	The action that is to be applied to the [Ticket]’s [Equipment] based on its [Equipment Type]. You should not set an [Activity] if this action is very unlikely to occur on the [Equipment Type] again.	No
Production Impacting	CHECKBOX	This Checkbox designates a [Ticket] is negatively affecting a [Customer]’s ability to produce Products or provide Services that affect a [Customer]’s bottom line, excluding normal Resource Costs	No
Downtime (Minutes)	INT(5)	i. The number of minutes a [Ticket] spends negatively affecting a [Customer]’s ability to produce Products or provide Services that affect a [Customer]’s bottom line, excluding normal Resource Costs.	No
Top Issue	CHECKBOX	This True or False field indicates whether or not a [Ticket] has a high priority.	No
Root Cause	CHECKBOX	This True or False field indicates a [Ticket] was analyzed using [Root Cause Analysis].	No
Status	PRE-DEFINED DROPDOWN	Current state of the [Ticket] OPEN: A [Ticket] which is currently open and has not been resolved. CLOSED: A [Ticket] for which the issue has been resolved in the case of [Problem] and [Event] [Ticket]s; completed in the case of [Task] and [Project] [Ticket]s, or [Approved] or [Denied] for [Change Management Request] [Ticket]s. PENDING VENDOR: A [Ticket] which is still [Open], but additional progress is contingent upon delivery of a good or product from a [Vendor]. This [Status] exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. PENDING CUSTOMER: A [Ticket] which is still [Open], but additional progress is contingent upon a response or interaction from a [Customer]. This [Status] exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. PENDING OTHER: A [Ticket] which is still [Open], but additional progress is contingent upon something other than a [Vendor] or [Customer]. This status exists to prevent your [Ticket Stats] from being negatively affected when progress is not within your organization’s control. SUSPENDED: A [Ticket] which could not be considered [Closed], but is no longer relevant and should not remain [Open], as an [Open] [Ticket] signals that there is additional work to be completed.	Yes
Time Spent	[Time Added] INT(11) [Off Hours] CHECKBOX [Worked Date Timestamp] TIMESTAMP [Comments] VARCHAR(1028) [User] USER ENTERING TIME	The time in minutes that a [User] spent working on a [Ticket]. The [Time Spent] along with the [User]’s [Resource Cost] is used to track [Costs] for the [Ticket] and the Time for the [Ticket]’s [Contract].	Yes
Off Hours	CHECKBOX ON TIMESPENT MODAL	This Checkbox indicates that the [Time Spent] being added to a [Ticket] occurred during what the [Supporting Company] defines as [Off Hours].	No
Analysis	TEXT	Additional Quantitative Data and Qualitative Observations which were made by the [User](s) while working to resolve the [Ticket].	No
Next Steps	TEXT	An outline or description of steps created by the [User] in order to resolve the [Ticket]. [Problem] and [Event] [Ticket]s [Next Steps] may include a plan to replicate, solve, or gather more data and information in order to perform [Root Cause Analysis].	No
Resolution	TEXT	The detailed process and specific actions that were made by the [User] to resolve the [Ticket]. This field needs to be extremely detailed in case the [Ticket]’s [Issue] arises again, the [Ticket] needs to be referenced during future work, or the [Ticket] needs to be [Linked] to another [Ticket], and also to inform your [Customer] of the nature and difficulty of issues that your organization is resolving for them.	No
Teams Assigned	ADMIN DEFINED DROPDOWN MULTI-SELECT Admin Pages > Teams > Ticket Access > Customer Organizational Structure	The [Team](s) that will be assigned to the [Ticket]. [Team]s are used to populate a [User]’s [Team Views], and determine [Ticket] access for members within that team. [Team]s are flexible and can be setup for different use cases. For example, you may create a team which has members from a particular organization unit, like managers, or human resources. You may also create teams which separate organization units based on their functions; like creating a team of support staff which handles customer support, and a team of support staff which handles internal support. Having solid knowledge of how your organization works, and which of your users need access to groups of tickets is key in setting up proper and useful teams that take full advantage of the feature.	Yes
Engineer Assigned	ADMIN DEFINED DROPDOWN Admin Pages > Teams > Ticket Access > Customer Organizational Structure Admin Pages > Teams > Team User Permissions > View/Edit Tickets	The [User] that is assigned to be the primary point of contact for the [Customer] as well as the main contributor of work and [Time Spent] to a [Ticket]. If this field is left blank, the [Ticket] will appear in the [Unassigned Ticket Queue] until the [Ticket] is assigned to a member of the [Assigned Team] or until the [Ticket] is [Closed].	No
Attachments	Files totalling up to 20MB will be emailed	Any [file]s that are relevant to the [Ticket] and its resolution and do not exceed the limit of your Organization’s Maximum File Upload Size that is determined by your Product Package.	No
Business Impact	TEXT	A description of how the [Change Management Request] will affect the [Organization] and [Organizational Structure]. If the [Change Management Request] [Ticket] is a [Change Request], the [Business Impact] only occurs if the [Change] is [Approved] through application of the [Organization]’s [Change Management Policy].	Yes

Navigate to the sidebar and select Problem Management > Create Event Ticket

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.

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.

Let's create an Event 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.

Event Tickets
Event Fields
Creating an Event
Use Cases
Example

Event Tickets

Event Fields

Creating an Event

Use Cases

Example