How to monitor tickets
Conditions and indications are used to highlight tickets and display important information that are relevant for the further processing. They are indicated by exclamation and information symbols. If they display, the symbols can be seen in Ticket Details header, in the Indication and Condition tabs (under Overview tab) and in the Ticket Pool on the left side of Gepard.
- Open the hamburger menu.
- Click on ‘Admin’.
- Click on ‘Monitoring’.
There you can cycle between the Conditions and Indications configurator.
Conditions and indications are configured by project, so the first step is to select the project where you want to apply conditions or indications.
After that, in order to setup a new indication or condition, you click on the plus button. The Configurator form opens:
How to configure conditions
- Name your Monitoring-Configuration.
- Describe your Monitoring-Configuration.
- Chose the constant you want to monitor, Monitoring Constants are described further below.
- Specify the Status, where you want the configuration to be applied. If you select nothing, it will apply to all ticket status of the project (think of it as a filter for the Condition).
(Status are for example: APPOINTMENT, IN PROGRESS ONSITE, DONE and so on…) - Lets you chose if the condition appears only if a certain ticket category is given – you can select YES or NO.
- Depends on ticket category field – If you selected NO previously, this field will be grayed out and it will be applied to all tickets regardless of category.
Lets you chose if the condition appears only if a certain ticket category is given (eg. BREAK_FIX, IMACD, NON_STANDARD_SERVICE_REQUEST, PREVENTIVE_MAINTENANCE) – you can chose the ticket category field here. - Warning period field. Lets you select the time, when the condition appears.
- Critical period field. Lets you select the time, when the condition appears.
- Click ‘Add’ to save your configuration.
Condition types
Such a condition will show up AFTER Dispatched FROM date.
This condition takes the Dispatched Start Time as a reference point.
Such a condition subtracts the time from the Dispatch To time and displays the condition BEFORE the selected minutes.
This condition takes the Dispatched End Time as a reference point.
Such a condition adds the minutes to the From Time and displays the condition AFTER the selected minutes.
This condition takes the Fixed From Start Time as a reference point.
Such a condition subtracts the the time from Fixed From Time and displays the condition BEFORE the selected minutes.
This condition takes the Fixed From End Time as a reference point.
Such a condition will appear BEFORE the selected LSDT time.
This condition takes the ticket’s LSDT time as a reference point.
Such a condition appears AFTER the ticket creation time.
This condition takes the ticket creation time as a reference point.
Example: You want to be informed about tickets that you consider as “old” proactively, so you set up a CONDITION_TICKET_CREATION with eg. 15 minutes. So 15 minutes after the ticket was created (ticket creation timestamp), you will be informed about the “old” ticket.
Such a condition appears AFTER the status change you have configured.
This condition takes the time of the Ticket Status Change as a reference point.
Example: You want to be informed about tickets that are sitting too long on a particular status.
Other useful tips:
- You can also put a minus (-) in front of the minutes, then the opposite of what is explained in the fields (BEFORE/AFTER) happens.
- If you use condition hardenings and only want the hardenings to be active, you can invalidate the conditions by placing an unrealistic value such as -99999999 in the period fields.
How to configure indications
- Name your monitoring configuration.
- Describe your monitoring configuration.
- Displays the project for which the configuration should apply.
- Select the indication type. Indication types are described further below.
- Is Period dependent field?
Asks you if you want to check the amount of selected indication type variable (eg. recalls) within a given period, if you select ‘Yes’ or if you want to look for the amount of selected indication type variable (eg. recalls) from the beginning of the project, if you select ‘No’. - If previously selected ‘Yes’ the function lets you set the time period “in days back” in order to check the amount of for example recalls in that given time period.
- Here you can set the threshold value that should trigger the critical state.
- Here you can set the threshold value that should trigger the warning state.
- Here you can set the threshold value that should trigger the information icon.
- Click ‘Add’ to save your configuration.
Indication types
This indication looks for duplication in data – it looks for any other tickets – which have the same CNE number.
This indication looks for the recall of a device – it looks for any other tickets – which have the same serial device number.
Example: A device gets fixed, but after a few weeks gets broken again, therefore a new ticket gets opened as consequence. Because the device is still the same it is considered as recall.
This indication looks for the same ticket and doesn’t compare tickets – it looks for how many parts were ordered for this ticket.
Example: If there are more than two spare parts ordered for the ticket from the engineer, the indication could appear – depending on your desired preset. This can be useful for controlling the amount of unnecessary orders from engineers for example.
This indication counts the amount of unsuccessful repairs and sends out an indication at given preset.
Other useful tips:
- You can also put a minus (-) in front of the minutes, then the opposite of what is explained in the fields (BEFORE/AFTER) happens.
- If you use condition hardenings and only want the hardenings to be active, you can invalidate the conditions by placing an unrealistic value such as -99999999 in the period fields.
What is condition hardening?
Condition hardening acts as “extra” filter for your configured conditions. You can get for example separate conditions for a phase in SLA mixed with a subcategory, which gives you the possibility to more precisely filter for certain use cases.
You can use it as an “extra / bonus filter” for special use cases when you want your condition not only to apply to just the general filter setup in the monitoring.
You can have multiple condition hardenings active at once.
- Select a condition, where you want to apply an hardening filter, then click on the three dots of the Condition.
- Click on ‘Show Condition Hardening’.
- Click on the plus button to add a new hardening configuration.
- Select if you want an SLA category, where the hardened configuration should apply to. You can also use more SLA’s at once by selecting more of them in the dropdown menu.
Condition will appear BEFORE selected SLA. - ON / OFF switch. Select if you want SLA category or categories for hardening. If turned off, no SLA will be used.
- Select if you want a Subcategory, where the hardened configuration should apply to. You can also use multiple subcategories at once by selecting more of them in the dropdown menu.
The condition will appear BEFORE selected subcategories. - ON / OFF switch. Select if you want a subcategory or subcategories for hardening. If turned off, no subcategories will be used.
- Configure the warning period field (in minutes).
- Configure the critical period field (in minutes).
- Click ‘Add’ to save the condition hardening configuration. On the left hand side you are able to see your configured condition hardenings in a practical summary.
Other useful tips:
- You can also put a minus (-) in front of the minutes, then the opposite of what is explained in the fields (BEFORE/AFTER) happens.
- If you use condition hardenings and only want the hardenings to be active, you can invalidate the conditions by placing an unrealistic value such as -99999999 in the period fields.