Task Tickets
Task Tickets are 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.
Simple
Task Tickets are meant to be used to track those routine, or simple business tasks that are important to your organization's operations, but often get buried under more pressing matters. Creating tickets these in GoTrakker, ensures that they won't be overlooked.
Routine or Recurring
Task Tickets are meant to be used to track those routine, or simple business tasks that are important to your organization's operations, but often get buried under more pressing matters. Creating these tickets in GoTrakker ensures that your tasks won't be overlooked.
Improved Accountability
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.
Task 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 Task
- Navigate to the sidebar and select Problem Management > Create Task Ticket
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Use Cases
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Example
Let's create a Task Ticket together.
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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.