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Creating a new Ticket

Tickets are created to log the incidents or the issues of an asset resulting in the possible failure of an asset, while analyzing the conspicuous measuring points in the graph. These tickets are used to support and assist the service engineers to get an overview of all the incidents or issues recorded against an asset.

Tickets are created in the following ways:

  • Automatic Tickets
  • Manual Tickets
  • Customer Tickets
  • Scheduled Tickets

Creating a manual ticket

To create a ticket, proceed in the following ways:

  1. In the "Tickets" tab, click "Create ticket".
  2. Enter the required details.
    Creating ticket
Field Description
Ticket Title Title of the ticket.
Note: Tick the check box, if you want this ticket to be scheduled for future
Asset Id Identification of the asset.
Note: Asset Id is selected automatically for the selected asset from the asset tree
Asset name Name of the asset.
Note: Tick the check box if the asset doesn’t belong to MindSphere. Asset name is selected automatically from the asset tree
Severity Severity of the ticket
Assignee Receiver of the ticket
Labels Common issues found in the asset are added as Labels
Description Description of the incident
Customer Name of the customer
Primary Contact for Ticket Primary contact person.
Note: To add a new contact, tick the check box

Note

  • Labels are used to categorize the tickets, the most commonly found issues in the assets are created as Labels. These labels can be added while creating the tickets, which helps the service engineers in analyzing the tickets.
  • Only the users with the admin role can create the labels.

3.Click "Create Ticket".

Creating an Automatic Ticket

You can create automatic tickets using a rule. For more information, refer to Rules extension.

Note

If there are multiple events created for an asset, these events are aggregated to a single unresolved ticket of an asset.

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Last update: March 17, 2022