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Quick Start
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Release Notes
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Short Overview
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Work place
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- What is the Ticket Pool?
- Ticket Pool Walkthrough
- How to use the Clipboard tab
- How to use the Ticket info tab
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- What can be done in the Ticket Pool?
- How to search for tickets
- How to link & unlink components together
- How to filter for tickets
- How to fine-search for tickets
- How to download ticket data as an .xls sheet
- How to copy filters / queries for colleagues
- How to email filters / queries to colleagues
- How to customize the Ticket Pool
- How to interact with tickets
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Admin panel
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- What is the Process menu?
- What is the Workflows menu?
- How to create & edit projects
- Automated Actions Walkthrough
- How to setup Custom Automated Actions
- How to setup preconfigured Automated Actions
- How to create & edit Conditions
- How to create & edit Indications
- How to setup Email templates
- How to create & edit the ticket duration
- How to setup Custom fields
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Mobile App
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Live Tracking
Report / Resolve
After tapping the Finish button under tasks in phase 2, it’s time to enter phase 3 and report the ticket in order to resolve the ticket.
The reporting consists of two parts, one is the actual report and the second part is the sign-off from the end user to finish the ticket.
In the report Work start and Work end time are taken over. But you can manually edit times and dates and wished by tapping the corresponding calendar and time buttons.
After that you fill in if the Intervention was successful or not. It is mandatory to fill in a work report, regardless of how the intervention went. Click REPORT SUMMARY to proceed to customer sign-off.
The mobile device will enter in landscape mode and the customer can sign comfortably. Click Submit and Finish to finish Phase 3: Report / Resolve.
Finish button
The finish button informs the dispatchers that you finished working on the ticket. You can trigger it either from the top bar or from the ticket tab. Tap on Yes again to confirm.
Time report
Duration: Select the Driving time that was required for this ticket.
Work start: Insert the date and time of when you started working on this ticket.
End time: Insert the date and time of when you finished working on this ticket.
Work report
Intervention successful?: Select Yes or no, depending on if you were able to resolve the ticket problem.
Work note: Add a work note message for this ticket.
Click on Report summary after wards.
Report summary
You will find a summary of all your entered details now and a message informing you that it is important the the customer has read the report and agreeing to the results of the intervention.
Click on Submit and sign ticket(s).
Customer sign-off
A touch field where the customer can put in his signature either by touch or by touch-pen should appear. Let the customer sign and click on Submit and finish after wards.
Clear button: Lets the customer redo the signature.
Submit and finish button: Ends the ticket and redirects you back to Home.