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
+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.
| Permission Type | Permission Name |
|---|---|
| Teams | View/Edit Tickets |
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
- 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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