Welcome to the Hemmersbach Manual
How the Ticket Pool columns are defined
| Column item | Description |
|---|---|
| STATUS | displays the status in which a ticket currently is (e.g. 'VALIDATION') |
| TICKET ID | a unique value that represents a single ticket in GEPARD (e.g. 827016) |
| PROJECT | displays the Project Name (e.g. HP_TPMDE) |
| COMPANY | displays the Company Name of the end user (e.g. BMW AG) |
| ASSIGNEE | displays the User Name of a person, that has grabbed the ticket |
| CNI | Customer Number Internal. Hemmersbach internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758) |
| SLA | Service Level Agreement (e.g. NBD – Next business day), period of time which the ticket needs to be handled |
| CNE | Call Number External. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in GEPARD (e.g. WO-004203327) |
| CNE PARENT | Parent Ticket Number. A number that is superordinate to CNE in the customer’s system and may be the same for a few tickets of the same project (not in use in all projects) in GEPARD (e.g. 5017601763) |
| COUNTRY | End User's country |
| LSDT | Latest Service Delivery Time (e.g. 27.07.2018), Ticket's deadline |
| DEVICE | Model's name |
| CATEGORY | Ticket's Category, (e.g. Desktop) |
| SUBCATEGORY | Ticket’s Subcategory, (e.g. Preventive maintenance) |
| CITY | End User's city |
| ENDUSER | displays the name of a Contact person, requesting the Intervention |
| CONDITIONS | refers to a condition specified for the ticket (description available in Ticket’s Condition Details tab) and determined according to Project’s requirements |
| INDICATIONS | refers to Condition specified for the ticket (description available in ticket's indication details tab) and determined according to Project's requirements |
| FIXED TO DATE | displays the appointment end date |
| ERROR CODE | Error code of a particular ticket is displayed (in case there is an error existing) |
| IS INTERVENTION SUCCESSFUL? | displays if the On-site-intervention was successful or not |
| LAST UPDATE | displays when the ticket was last updated |
| POSTAL CODE | displays the zip code of the ticket |
| MAIL BILLING EXCEPTION | displays if the ticket has a Mail billing exception or not |
| SUBCATEGORY | displays the tickets subcategory |
| FIXED TO APPOINTMENT | displays the fixed to appointment date of the ticket |
| CREATION DATE | displays the date when the ticket was created |
| CLIENT ID | displays the Client ID of the ticket |
| LAST STATE CHANGE | last action performed on the ticket in the system |
| FIXED FROM DATE | displays the appointment start date |
| REPORT ENGINEER ID | displays the ID of the engineer who intervened and filled out the Report form |
| TAGS | Special labels put on tickets that allow you to differentiate tickets and process them accordingly |