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How to publish tickets to engineers/technicians
When tickets are ready in the Timeline they may be ready to be pushed to the mobile application of the engineer(s). This process is called publishing. Tickets normally need to be published, when the color of a ticket is orange (ready to dispatch, refer to Ticket colors). When the ticket is waiting for an appointment, it should not be published yet.
Click on the Publish button in the Timeline to publish or unpublish tickets.
How to publish tickets
If you want to publish a ticket or ticket(s), proceed as follows:
- Expand the Publish menu by clicking on the down-pointing arrow.
- Click on Publish ticket(s).
You will be prompted with a popover to select the engineers which should be tasked with the tickets. You can either select all engineers at once by clicking the Select All checkbox (which will select all engineers in the list) or select individual engineers, which should be tasked.
After that click on PUBLISH again. The tickets will be transferred to the mobile application and should change their status.
Click UNDO. The transmitted tickets will move back into the state and will be removed from the engineers’ mobile application.
How to unpublish tickets
Unpublishing removes selected tickets from engineers’ mobile application. Proceed as follows to undo the publishing:
- Expand the Publish menu by clicking the down-pointing arrow.
- Click on Undo Publishing.
You will be prompted with a popover to select the engineers which should be not tasked with handed-over tickets. You can either select all engineers at once by clicking the Select All checkbox (which will select all engineers in the list) or select individual engineers, which should be not tasked with handed-over tickets.
After that click on UNDO. The transmitted tickets will move back in status and will be removed from the engineers’ mobile application.
