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Problem Tickets

Problem tickets are used for complex, ongoing issues that occur and typically have other tickets related to the underlying issue. These tickets typically require detailed quantitative and qualitative analysis and users should attempt to determine the root cause of the issue, in order to prevent it reappearing in the future. These are generally issues that are difficult to solve, and should have related tickets linked to them whenever possible.

Complex

Contains all basic fields that are present on an event ticket, as well as additional optional fields. The additional fields are: analysis, next steps and resolution and although these fields are optional, it is recommended that they be used for problem tickets. Additionally, problem tickets should be linked to related tickets which address issues that may be related to the ongoing problem.

Ongoing or reappearing

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Problem Tickets are meant to track those track problems that are complex, ongoing, or reappearing that a business must respond to. Creating these tickets in GoTrakker provides a way to monitor unplanned changes and complex issues in case the issue happens again or affects business processes in the future.

Escalation

Problem tickets are created when an issue that occurs must be resolved, or tracked, and is related to previously logged tasks or event tickets. Document all the issues your organization responds to, and how you dealt with them.

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.

Problem Fields

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

Creating a Problem Ticket

  1. Navigate to the sidebar and select Problem Management > Create Problem Ticket
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Use Cases

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Example

Let's create a Problem Ticket together.

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