Welcome to the Hemmersbach Manual
< All Topics

How to work with the Ticket Details

After clicking on the PROJECT COLOR, CAT, TICKET, CUSTOMER or DATE of a particular ticket you will see the Ticket’s Details view in a new window:

The CNI number (number in the header of Ticket Details view) can be one-click copied and inserted everywhere else with CTRL+V. The little ‘+’ button along the mouse arrow indicates copy functionality.

Grab it options

Tickets can be grabbed from the Ticket Details by clicking on the grab ticket button in the right-upper corner:

If a ticket is grabbed, you can hover over the button to see, who has currently grabbed it:

If you want to ungrab the ticket or change the owner, you can just click on this button. Please take in consideration, that this function does not synchronize with Gepard. If you grabbed a ticket in Gepard, it is not ungrabbed in MyDispatch and reverse.

Ticket details explained (Device, CNE, Category, TicketID, LSDT, Status, Contact)

Device details

In the ticket details you may check the device name, type and serial number in the upper part of the ticket details window:

You can also find  the CNE, CNE Parent, Client number and Import date here:

  • CNE: Customer Number External refers to a Ticket’s number on customer’s side
  • CNE Parent: Ticket Reference Number, that is superordinate to CNE in customer’s system
  • Client number – indicates, which organizational unit is responsible for a ticket
  • Import date – gives a reference to the date and hour of the ticket’s import

Category details

You can check the ticket’s category and SLA in the upper-part of the ticket details window:

Ticket ID details

The TicketID field will appear in the ticket details view only, if the project is set up in Gepard. A click on the TicketID number will open a new window / tab with the tickets details in Gepard:

LSDT details

You will find the Latest Service Delivery Time (date and hour) in LSDT area in the ticket details:

It is possible to set up a new LSDT manually, but it is mandatory to provide a reason for the change:

Ticket status details

In the ticket status area, you will find the current ticket status. In the example below, it is in status ‘APPOINTMENT’. This means that the next action for this ticket would be to configure the actual appointment.

Contact and location details

You can see the ticket requestors user details like company name & location in the Contact and Location area. A click on the ‘SHOW ON MAP’ button will make the selected ticket visible inside the map (it will be marked with blue):

It is possible with one click to copy the phone number of a contact person – when hovering over a phone number with a mouse, another cursor is visible. With one click, the cursor copies the phone number:

Ticket action buttons

Available actions will be visible below the Contact & Location section. The visibility of the action buttons depends on the project setup and the current ticket status.

Ticket buttons: LOCK / UNLOCK, SET / DELETE APPOINTMENT and CHANGE LSDT buttons are located in the upper row.

Project buttons: Those buttons are visible in the bottom row in the central part of the ticket’s details.

Ticket details explained (Engineer, Skill, Move to, Comment, Description, History, Priority, Parts, Van Stock, Updates, Calllogs, Past Calls, Customer Specials, Diagnose)

Engineer details

Once the ticket is opened from the ticket pool the engineer field is empty, because the ticket is not assigned to any engineer yet:

Skill requirements

If a specific skill is required to handle a ticket, it will be displayed in the ticket details:

For some of the tickets it is possible to set a skill by selecting it from a drop-down list and clicking ‘SET’ button:

When you drag & drop a ticket from the ticket pool to the calendar, colors will be visible (this feature only works for specific projects, where skills are set in tickets and for the engineers).

  • White: Ticket doesn’t have a skill assigned, LSDT is in the future.
  • Yellow: Skill mismatch, ticket is inside the appointment / LSDT time.
  • Green: It’s a Skill Match! Ticket is inside the appointment / LSDT time.
  • Red: Ticket is outside the appointment / LSDT time.

Move to a different dispatch group option

You can move a ticket to a different dispatch group by selecting a group from a drop-down list and clicking the ‘MOVE’ button. The ticket will then be available in the ticket tool of the selected dispatch group. It is possible to move the ticket only to groups, where a project is assigned and where the dispatcher has access to:

If the ticket has been moved from one dispatch group to another, the corresponding entry will be displayed in the history:

Comment and Note option

You may type the information for the engineer in the ‘Comment:’ section. The engineer will see this message on his FSA, once the ticket is dispatched to him / her.

Click on ‘ADD NOTE’ if you want to add some extra information on the ticket – it will be saved and visible in the ticket’s history:

Both – a comment and a note will be saved in the history:

Description tab

You can find the whole issue description in the ‘Description’ tab in the ticket details view:

History tab

History opens as the default tab in the ticket details view.

You can see the whole ticket’s history in the ‘History’ section:

Priority tab

This section displays explanation, why the ticket is highlighted in red in the ticket pool.

The ‘Priority’ tab will be visible only for tickets with short SLA: SBD_4H, 4BH, SBD_4H_9x5 and SBD_4H_24x.

This tab will also contain information about the escalation reason in case the ticket has been escalated and / or has the VIP flag.

If a preferred appointment time is requested by the customer, it will be listed in this tab.

It is possible to mark the ticket as a VIP and/or to add an escalation flag (with a reason) within this tab.

To mark the ticket as a VIP, click on the star button. The NO will change to YES and the ticket will become yellow in the ticket pool:

To mark the ticket as Escalated, click on the tick button:

When you click on Set Escalation the NO will change to YES, reason will be added below and ticket will become red in the ticket pool:

If the customer / ticket requestor has a preferred appointment time, it will also be displayed in this tab:

Parts tab

This tab will only be displayed, if any parts are involved in the ticket delivery. All part details will show up in a form of a list:

Van Stock tab

If the engineers in a particular dispatch group have van stocks with required part/s available, the ‘Van Stock’ tab will be available. Once you click on it, an additional window with the engineers list and required van parts will appear:

If there is the engineer with assigned Van Stock and the ticket which requires part/s from Van Stock, the engineer can be assigned to the ticket directly under the Van Stock tab. The ticket will be placed on the engineer’s time line as as a temporary ticket:

Updates tab

The ‘Updates’ tab has the purpose to keep you informed about manually added ticket info and about LSDT changes and their reason behind. This tab only appears if LSDT changes occur or if ticket info is actually created.

Calllogs tab

The ‘Calllogs’ tab displays attempts to contact end user / ticket requestor by the delivery team.

It also shows other updates like when a ticket moves to ‘Pending Customer’ status:

Past calls tab

In case there were already tickets raised for the same serial no. in the past, the ‘Past Calls’ tab will be displayed. You find the whole list, together with details and the resolution:

Customer specials tab

If customer specials are configured and triggered for the customer involved in the ticket, the ‘Customer Specials’ tab will be displayed and the content can be checked there:

Diagnose tab

Diagnosis results will be visible inside the ‘Diagnose’ tab (if applicable to the project):