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:
- In the "Tickets" tab, click "Create ticket".
- Enter the required details.
| 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 cloud. 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 |
| 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 Insights Hub. 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.
Last update: January 22, 2024