Project Tickets
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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.
Project 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 |
| 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 |
| 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 |
| 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 |
| Planned Start | TIMESTAMP | The time and date the [Change Management Request], or [Project] is scheduled to begin. Used to inform [User]s that could be affected by a Change occurring within their [Organizational Structure] and prevent conflicts that would compromise the completion of the [Change Management Request] or [Project]. | Yes |
| Planned End | TIMESTAMP | The time and date the [Change Management Request], or [Project] is scheduled to be completed. Used to inform [User]s that could be affected by a Change occurring within their [Organizational Structure] so they can expect when operations will return to normal at the completion of the [Change Management Request] or when they can expect a [Project] to be completed. | Yes |
| Enable Auto Scheduling of Dependent Tasks | CHECKBOX | Auto scheduling makes the [Planned Start] of the second, dependent [Project Task] update according to
the [Planned End] of the first [Project Task] each time when it changes. This feature allows you to
generate and maintain project schedule by specifying relations between tasks with no need to set dates
of each task manually. Select this option if you will have two [Project Tasks] that are connected by a [Dependency Link] and the second task starts when the first one is completed, and you want to change the schedule of the first [Project Task] by moving it to a new date automatically. |
No |
Creating a Project Ticket
- Navigate to the sidebar and select Project Management > Create Project Ticket
Use Cases
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.
Example
Let's create a Problem 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.