Introduction¶

Ticket management system, an integral part of the Insights Hub Asset Health & Maintenance, is a transparent life cycle management of all the tickets recorded for the assets. Ticket Management system enables an efficient working process for the service engineer and helps them to analyze, investigate, and solve the tickets assigned to them as per the priority.

In the Tickets window, all the tickets of different sources can be displayed in a list view or Kanban view. Additionally, filtering functionality helps to find the tickets you are interested in.

The following screen describes the list view of Ticket Management system:

① The "Active" tab displaying active tickets

② Search box

③ Toggle button to display own tickets

④ Filters the tickets

⑤ Ticket information of the environment

⑥ Displays the tickets in list view

⑦ Displays the tickets in Kanban view

⑧ Creates ticket

⑨ Color code to display the severity of ticket

Types of Tickets¶

Based on the source of creation, the tickets are classified into the following types:

• Auto: Created automatically by the Rules.
• Manual: Created manually by the service engineers.
• Scheduled: Tickets created for future are classified as scheduled.
• Customers: Created manually by the site owners.

Severity of the Tickets¶

The tickets can be filtered based on the following severity:

• Low
• Medium
• High

Life cycle of the Tickets¶

The tickets have the following stages in its life cycle:

• Pending
• Assigned
• In progress
  • Active
  • Flagged
  • Observation
  • Reporting
• Completed
• Archived